Complaints

This profile includes complaints for Ritter Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ritter Communications

  4880 Navy Rd Millington, TN 38053-2031

  
• 

  Ritter Communications

  PO Box 429 Millington, TN 38053

  
• 

  Ritter Communications

  1464 Munford Ave Munford, TN 38058

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription for internet service since I found a cheaper better service for my needs. I went into the office and returned the ***** and was assured that my banking information was deleted ***** the system. This was the first week of August. Next month I see a charge to my bank account for ****** from ********************** for internet service for Sept. I called the office and was told that they did receive my equipment and that they did purge the system of my banking information and would look into the refund of my money. Then I started getting bills in the mail that i have a credit for ****** and not to pay the bill but did not receive a check. I called the office again and was told it takes 3 months to get a refund and they pro rated it. I still have not received a check and when I called they said it was mailed on Oct. 14th. We are now into November and still not refund.

  Business Response

  Date: 11/14/2024

  November 14, 2024
  BBB of the Mid-South
  Re: ******* **********
  BBB Case # ********
  
  This letter is in response to the BBB complaint received by Ritter Communications on November 4, 2024, concerning our former customer ******* ********** request to disconnect and refund of credit.  
  
  ******* ********** services were billed one month in advance, with the billable charges beginning the first day of each month and ending the last day of the same month. After services have been terminated and to finalize the account, ********************** allows two-full billing cycles to complete. This ensures that all unbilled charges and credits have been applied. Upon completion of the second billing cycle, credit refunds are administered through our accounting department and a check is processed and mailed to the customers address of record.
  
  Ms. ********** returned her equipment and terminated her services with Ritter Communications on ****** ******. The Ritter representative failed to enter the order to disconnect, and the services remained active in error. After her ****** balance was drafted on her due date of ****** 22nd Ms. ********** contacted us to inquire about her services.  The error was then discovered,and an order was placed to disconnect services, backdated to the original date of the request to disconnect, ****** 2, 2024.
  
  Once the disconnect order was entered and the second billing cycle was completed, a refund check of $112.25 was mailed to Ms. ********** on October 14, 2024. Ms. ********** contacted us on October 23rd to inquire about her refund and we told her it was mailed the prior week and should arrive soon. After we received Ms. **********BBB complaint, we discovered that check had not cleared our bank, and our accounting department was notified to expedite a replacement check.  The refund check is scheduled to be postmarked and mailed to Ms. ********** Friday, November 15, 2024.
  
  We have contacted Ms. ********** to let her know that a replacement check has been issued. We sincerely apologize for our error of failing to disconnect services when originally requested and the inconvenience it has caused Ms. **********.
  
  Thank you for this opportunity to address Ms. ********** concerns.
  
  Sincerely,
  
  Ritter Communications

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2024, I called to cancel my account as I was moving out of the service area. I wasn't aware I needed to return the modem since it was already at the house when we moved in back in 2021. I explained this to the representative, who assured me that as long as the new owner started service, we wouldnt be charged an equipment fee.However, I later received a bill with the equipment charge. I immediately called and emailed about it but received no response. Then, I began receiving collection calls and was informed that the previous information was incorrect, even though the new owners had indeed started service. We no longer have the modem, and after speaking with the new owners, they confirmed they began service and are using the modem.

  Business Response

  Date: 11/06/2024

  November 6, 2024
  Better Business Bureau
  Re: BBB# ********
  ******* ********
  
  This letter is in response to BBB# ********, received by Ritter Communications on October 31, 2024, regarding former customer ******* ******** and unreturned equipment charges totaling $186.15.
  On February 13, 2024, Mr. ******** called in to cancel services effective immediately. The representative advised Mr. ******** to return the modem to avoid unreturned equipment charges. The representative noted that Mr. ******** stated that he forgot to call, has already moved and has no way of returning the equipment. He went on to say that he left the modem behind and hopefully the new tenants will be able to use the same modem. Mr. ******** also stated that the modem was at his residence when he established service.Our records show that ********************* was established October 18, 2016, and that his modem has been replaced and upgraded twice. The first replacement was on October 23, 2017, when Mr. ******** upgraded his internet speed and was issued an Arris 3200 modem. The second modem replacement was on July 6, 2021,when Mr. ******** placed an order to transfer his existing services to a new address. Notes for that transfer order show that the technician replaced the Arris 3200 modem with an upgraded Hitron Coda 4582 modem. The unreturned equipment charges are for the Hitron Coda modem.

  
  We did research into the new tenants services and our records show that they were issued a new modem upon installation. There was no reference in the technicians notation of an existing modem at that address to be returned.
  
  Thank you for the opportunity to address and respond to Mr. ********* concerns.
  
  Sincerely,
  Ritter Communications

  Customer Answer

  Date: 11/22/2024

  I disagree with the company's statements regarding this complaint. Their timeline is incorrect, as I sold my previous house and transferred service to my new house during the dates they mentioned. When I moved into the new house, it already had a modem, so I returned the modem from the old address to the company. While the service was updated to 1GB since the new house was in the eligible service area, I did not receive a new modem from the company. However, I did have a new line installed multiple times due to issues with a rotted cable.

  Customer Answer

  Date: 11/25/2024

   
  Date Sent: 11/22/2024 5:02:25 PM
  I disagree with the company's statements regarding this complaint. Their timeline is incorrect, as I sold my previous house and transferred service to my new house during the dates they mentioned. When I moved into the new house, it already had a modem, so I returned the modem from the old address to the company. While the service was updated to 1GB since the new house was in the eligible service area, I did not receive a new modem from the company. However, I did have a new line installed multiple times due to issues with a rotted cable.

  Business Response

  Date: 12/05/2024

  December 5, 2024
  Better Business Bureau
  Re: BBB# ********
  ******* ********
  
  
  Due to the confusion regarding our equipment return policy, we will apply a credit of $186.15, the total amount of equipment charged. This will close Mr. ********* account as paid in full.
  
  Thank you for the opportunity to address Mr. ********* concerns.
  
  Sincerely,
  
  Ritter Communications

  Customer Answer

  Date: 12/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Thank you very much for your attention into this matter. I have always greatly appreciated Ritter Communications as an internet provider. 

  
  Sincerely,
  
  ******* ********

  , TN 37122

  
  

• Initial Complaint

  Date:07/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The information is in accurate. I returned equipment to the branch in Millington Tn and they have reported to the credit ******** in accurate information. PROFESSIONAL CREDIT MA Balance $312 Balance updated Jul 06, 2024 I do not owe for equipment that has been returned.

  Business Response

  Date: 07/24/2024

  Tell us why here...July 24, 2024

  
  Better Business Bureau
  Re: BBB # ********,*******************
  
  
  This letter is in response to BBB# ******** received by Ritter Communications on July 17, 2024 regarding former customer ********************* concerns of being billed for unreturned equipment.
  ************ contacted us September 23, 2022, to request that her internet service be disconnected effective September 27, 2022. The Ritter representative explained that there will be a final prorated balance to be billed and that ************ will need to return the modem to the local Ritter office to be checked into inventory so to avoid any unreturned equipment charges. ************ requested that the billing address remain the same for the final billing statement and stated that she would return the modem on Tuesday,September 27, 2022.
  In addition to an unpaid balance of $43.96, our records show that ************** assigned modem Arris model DG3450A, serial # ************, was not returned after services were terminated on September 27, 2022. On November 15, 2022, an unreturned equipment charge of $250.00 plus tax was then applied to ************** account bringing the total balance owed to $312.24.
  After ************** services were disconnected, six (6)detailed monthly statements were mailed to the address of record showing the unpaid balance that was owed. Our records show that there was no further correspondence from ************ or account activity and on March 16, 2023, a final notice was mailed and the unpaid balance of $312.24 was sent to a debt recovery service for collection.
  Once the amount owed is paid and/or the modem returned, we will update the debt recovery agency with that information.

  
  Thank you for the opportunity to address and respond to ************** concerns.
  
  Sincerely,
  Ritter Communications

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Ritter tech was in the middle of installing extension lines to our rooms when I noticed he was using Cat5e cable. We need direct hookups because their Wifi isn't strong enough. When I noticed the 5e cable I told him we needed Cat 8 since he's hooking it up to the fiber modem. What good is fiber if you're just hooking it up to old tech cables? I told him ok but if it's not giving the speeds we need then they'll have to replace what he's installing. He then said refused to continue at all, he knows it's not as effective as Cat8 or even Cat 6! I told him I want the fiber speeds were paying for and 5e cable isn't effective, it's old tech! The tech just gathered his stuff walked out. His supervisor and manager called but not helpful. I asked for upper management to contact me. No wonder people complain about their *********** speeds, they're connecting sub-par cables to their high speed fiber! They had a 5e cord connecting our wall fiber connection to the modem, that was slowing down the already slow internet as well. Every professional installer I talked to said they should use Cat 6 at the very minimum with Fiber. RITTER needs to know this because it hurts their reputation when they use old tech cables with their high tech fiber. I'm still waiting for someone with corporate to contact me to resolve this! What good is fiber if you're having old technology Cat5e connecting it? Meanwhile, I have cords all over the floors connecting the modem to our computers because their wifi isn't sufficient for high gaming speeds and the tech didn't install our wall hookups.

  Business Response

  Date: 04/01/2024

  Tell us why here...

  April 1, 2024

  Better Business Bureau
  Re:BBB# ******** *************************
  
  
  This letter is in response to BBB ticket # ********, *************************, regarding the request to install five (5) Ethernet outlets to support internet gaming.
  
  **************** is an active customer of ********** and currently subscribes to our 2 gig internet speed package.
  
  On February 2, 2024, **************** called to request five (5)outlets to be added to her existing service for Ethernet connections.
  
  Although it is not our standard policy to wire Ethernet outlets, we were willing to make an exception to accommodate the customers request and scheduled a technicians visit for February 8th. On February 8th the technician called ahead of his visit to give an estimated time of arrival and spoke with ****************. Per the technicians notes,**************** inquired about the wiring that was to be used. The technician explained that he was installing Cat5e wiring, detailing specifications including the transfer rate and assured her that it was sufficient to support her 2 gig subscribed package. When the technician arrived, he was shown where the outlets were to be added. As he started the work, **************** continued to question the wiring to be used asking if it was fiber optic. The technician again explained the capability of Cat5e wiring to support her services and noted that *************** became upset-demanding upgraded wiring and threatening to cancel services if she was not accommodated. The technician then explained that due to her dissatisfaction with the wiring to be used, he would not be able to complete the work she requested.
  
  The install technicians supervisor and manager also spoke with **************** to detail Cat5e wiring specifications and on March 20th,our VP of Field Operations, *******************, spoke with **************** and explained that although we did attempt to go above and beyond our standard installation practice to satisfy her request, it would now be advisable for her to employ a low-voltage or structural-wire contractor to install the wiring to her specifications and conditions.
  
  At **********, we consistently strive for customer satisfaction and meeting our customers needs for ********** provided services. We will continue to focus on making sure Ms. ******* concerns are addressed as well as continuing to strive to provide her with the highest quality of services.
  
  Sincerely,
  **********

  Customer Answer

  Date: 04/01/2024

  The response from Ritter is not accurate.  First untruth by Ritter is that they assume it's only for basic gaming.   It's not just for gaming, it's for business.   My husbands company requires high speed, reliable connectivity.  I require it for my personal business as well.  My college children require it for very competitive gaming, trading and for school.  The nonchalant attitude I get from upper management at Ritter is embarrassing!  

  Initially, when I ordered this service in Nov, I told them we needed the full 2g speed and worst case if the wifi wasn't sufficient that we would need direct outlets.  I spoke to their manager in Dec ************************************************** at least 4 rooms.  He agreed to cover half the install cost. He even emailed me the splitter to purchase because Ritter did not provide the splitter.  This information is well documented in their files that we needed ethernet connections and they agreed to install it.  They agreed to it and were here at my home for 3 hours preparing the ethernet install until I saw they were using Cat 5e cables to connect to try fiber optic!

  The Ritter install tech must be friends with the upper level VP that's handling this complaint based on how he is handling this.  

  I'm filing a further complaint with the *********** **** of ***** and Commerce,  FCC, etc. and will have them obtain all of the system notes that Ritter has on file.    It's outrageous how Ritter management has refused to work this out.   

  Customer Answer

  Date: 04/01/2024

  Cat 5e does not provide the speed we pay for.  Professionals know this.  Simply pull up the stats.  

  Additionally, the tech absolutely did NOT tell me this was what he was installing until I looked and pointed it out! I hope every conversation I've had with Ritter has been recorded because I was clear about what was needed up front.  Why on Earth would anyone waste time, over 3 hours of my time if I had known he was trying to install something sub-par? Anyone in the industry knows Cat5e is sub-par to use with fiber.  It's the bare minimum for basic use.   It will be interesting to see if someone higher up at *********** will recognize the issue with using sub-par cables to connect as needed ethernet to their state-of-the-art fiber. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21455444
  
  I am rejecting this response.
  
  Sincerely,
  
  Ak ******

  Business Response

  Date: 04/02/2024

  April 2, 2024
  Better Business Bureau
  Re: BBB# ******** *************************
  
  This letter is a follow-up to ********** BBB ticket # ********.
  
  Wiring Ethernet is outside of the scope of our normal business practice and is not necessary for delivery of our services to the customer. As outlined in the previous response, **************** should seek to hire a low-voltage contractor to complete the work to her specifications.

  
  As there is no further action required on our part, we consider this matter closed.
  
  Sincerely,
  **********

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had Ritter installed august 2022 for internet service we always had trouble with our service the wires outside were hanging so low when wind blowed the wires just swayed very dangerous for wires to be that low . We found new service around may 2023 and disconnected Ritter communications they told me the man would be out there the next Wednesday to disconnect from pole and to get all equipment he picked everything up and he was even mentioning the wires were way to low to ground and he disconnected all wiring . I did not have a balance when I disconnected services and approximately a week after the equipment was picked up I received a bill for $131.50 for another months worth of service. I told the lady when I called I actually should have a credit on my account which she responded no I owed another month I didnt even use the service it was horrible. I am still getting letters about this amount and they are sending to collections. I dont owe this amount to Ritter .

  Business Response

  Date: 08/24/2023

  August 24, 2023
  Better Business Bureau of the Mid-South
  Re: BBB 20427627
  
  This letter is in response to our former customers dispute regarding a balance owed to Ritter Communication after disconnecting services in May 2023.

  
  Ritter Communications services are billed one month in advance, with the billable charges beginning on the ninth day of each month and ending on the eighth day of the following month. Any service changes made during the month that generate charges or credits will appear on the following billing statement.

  
  Once a customers services are disconnected, it takes two additional billing cycles to finalize an account. The next statement reflects any prorated credits or final billable charges. This allows the customer to submit payment if needed and return equipment if necessary. The final statement will then be rendered and if required, collection efforts will begin.

  
  On April 9, 2023, Ms. ********* April 2023 billing invoice in the amount of $112.00 was mailed on April 9th with a due date of May 1st. Though the due date was May 1st, Aprils invoice covered billable charges from April 9th May 8th.

  
  On April 13, 2023, Ms. ********* account went into a non-pay suspend status because of a past due balance in the amount of $60.00.
  On April 13, 2023, ******************** processed an online payment for $60.00 to have services restored from non-pay suspend status. The restoration of services caused a $50 reconnect fee to be billed on May 2023 invoice.

  
  On April 24, 2023, ******************** called Ritter Communications to request her account to be closed and equipment picked up.  On May 3, 2023, all services were disconnected,and equipment retrieved by a Ritter technician. Due to the disconnect order being completed around the same time as our May billing was being processed, the prorated credits of disconnected services were not applied until June 2023 billing statement.

  
  The Final bill amount of $131.50 reflected on the June 2023 bill statement.  The final charges were for services rendered on April 9th April 24th, and a reconnect fee due to services suspended and restored on April 13th.

  
  Thank you for the opportunity to address and respond to our former customers BBB concern.
  
  Sincerely,
  Ritter Communications

• Initial Complaint

  Date:08/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ritter refuses to update it's "remote" service areas to cost equivalent internet speeds/latency. Those of us that fall into the previously mentioned category are still stuck with DSL 20 years later. Ritter has a monopoly on the region and refuses to let any competition come in and update our infrastructure. We are also paying more per month for this terrible internet than we would be for high speed internet within the city limits right up the road.

  Business Response

  Date: 08/11/2023

  August 11, 2023
  
  Better Business Bureau of the Mid-South
  
  Re: BBB# ********
  ***************************************
  
  This letter is in response to BBB Ticket ******** received on August 3, 2023, from Ritter Communications customer *************************************** concerning lack of competition and infrastructure improvements.  

  
  Mr. ********* complaint states that Ritter Communications actively prevents competing service providers into the Ritter service area and that we have made no infrastructure improvements in the last 10 years. This is, in fact, not the case. Competing service providers are allowed to deliver services if they so choose and we have proudly invested $14 million dollars in the last year to improve our ********* areas network quality. Also, we are excited to have recently accepted a ***** for the Shelby ****** area in Millington that will ultimately allow us to provide fiber optic internet with speeds up to 5 gig. Although the timeline for upgrading to fiber optics has not been established, we have confirmed that Mr. ********* address will be included in that future upgraded area.

  
  Customer satisfaction is ********************** top priority, and we are 100% committed to providing reliable service to all our customers and quickly responding to service affecting issues that impact the customer experience. We will continue to focus on making sure Mr. ********* concerns are addressed as well as continue to strive to provide him with the highest quality of service.

  
  Thank you for the opportunity to respond to Mr. ********* concerns.

  
  Sincerely,

  
  Ritter Communications

• Initial Complaint

  Date:07/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Ritter Communications, I do not have a contract with ******************* ****, they did not provide me with the original contract as I requested.

  Business Response

  Date: 08/04/2023

  August 4, 2023
  
  Better Business Bureau of the Mid-South
  
  Re: BBB# ********
  *********************************
  
  
  This letter is in response to ************************ concern regarding debt owed to Ritter Communications per credit reporting agency.
  
  ************************** account status with ********************** is currently inactive as of June 7, 2022. At the time of disconnect, there was a past-due balance owed for services rendered and the following billing cycle shows she was billed an additional $164.24 for unreturned modem equipment. Our records indicate that a payment of $214.40 was received September 7, 2023, and we have confirmed that the equipment was picked up at the residence by our install technician on September 9, 2022, when the new tenant installed services.
  
  As of Monday, July 31, 2023, the equipment charge has been cleared and the credit reporting agency has been updated with this information. We advise that it may take up to 90 days for the credit agency to reflect updated information.
  
  Thank you for the opportunity to address and respond to ************************** concerns.
  
  
  
  Sincerely,
  
  Ritter Communications
  

• Initial Complaint

  Date:03/20/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Father passed away in Oct and I attempted to disconnect the internet and keep only phone and cable! This led to a nonstop flurry of confusion within this worthless operation! They could NOT get the pricing correct and Id pay then get a bill for more with NO explanations!! They prey on people obviously! I finally just disconnected and returned the boxes and NOW keep receiving bills for ****** plus each time!! I am going to turn this over to the ********* Attorney General if need be! This is a corrupt company that does not provide the services renders since the cable was out daily due to their worthless equipment or so they claimed!

  Customer Answer

  Date: 03/21/2023

  I called the business this morning March 21 and was told when I went in to their office to disconnect just the internet from my deceased Father's account that a separate account was created to move just the cable and phone. I was not made aware of this from the person I spoke to or from the calls I had going forward trying to rectify this issue! I disconnected service in Jan and returned all equipment 2 cable boxes and a router in early Feb!  ********* at Ritter is trying to figure out what happened from a basic please remove the internet to these exorbitant bills!! This should have been cut and dry and I shouldnt receive all this conflicting information!!!

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  Better Business Bureau of the Mid-South
  
  Re: BBB 19627104
  
  This letter is in response to our former customers concerns regarding Ritter Communications policy and procedure for billing,prorates and inactive accounts.   
  
  Ritter Communications services are billed one month in advance, with the billable charges beginning the first day of each month and ending the last day of the same month. Any service changes made during the month and that generate prorated charges or credits, will appear on the following billing statement.
  
  Once a customers services are disconnected, it takes two additional billing cycles to finalize an account. The next statement reflects any prorated credits or final billable charges. This allows the customer to submit payment if needed and return equipment if necessary. The final statement will then be rendered and if required, collection efforts will begin.
  
  On October 27, 2022, the customer placed a request for his late fathers account to be closed effective immediately and the cable TV services merged with his account located at the same address. Due to the disconnect order being dated and completed after our November billing had been processed-his fathers prorated credits of disconnected services were not applied until the December 2022 statement. The disconnected prorates applied to the December statement left the customer a balance of $10.45 which was paid on December 12th. The fathers January statement shows a $0.00 balance.
  
  After the sons request in October to transfer his late fathers cable TV services to his Ritter account, no further payment was received on the sons account causing the account to go into non-pay suspend status on January 10, 2023. The services were completely disconnected on January 17, 2023 and in addition to the unpaid balance, there were unreturned equipment charges billed on the March 2023 statement. Our records show that the customer has now returned the equipment, charges were reversed, and the account balance is at zero. This will now close-out the customers account with Ritter Communications. 
  
  Thank you for the opportunity to address and respond to our customers BBB concern.
  
  Sincerely,
  
  Ritter Communications
  

  Customer Answer

  Date: 03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  5022 **********

  Millington, ** 38053

  
  

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We cancelled internet and phone service with Ritter Comm. on Nov 23,2022. Ritter would NOT release/port my phone no, to new carrier resulting in NO phone service entire Thanksgiving weekend into the following week resulting in us having to get a new phone number. This resulted in major issues with authenticating many *** ****** Credit accounts, etc..Seems like they were holding my number hostage. Now it is Feb and Ritter owes us a refund of $6.27 and in spite of many phone calls, talking to many people, and promises to expedite request, it is 3 months later and we have NOT received our money. Now it seems they are holding our money hostage. It was expected of me to pay my bill to THEM within 3 weeks, and we did so without any late fees for 15 years. I expect my refund NOW.

  Business Response

  Date: 02/14/2023

  February 14, 2023
  
  Better Business Bureau of the Mid-South
  
  Re: BBB# ********
  
  
  This letter is in response to our customers concerns regarding Ritter Communications policy and procedure for refunding prorated credits on inactive accounts. 
  
  Ritter Communications services are billed one month in advance, with the billable charges beginning the first day of each month and ending the last day of the same month. Any service changes made during the month and that generate prorated charges or credits, will appear on the following billing statement.
  
  Once a customers services are disconnected, it takes two additional billing cycles to finalize an account. The next statement reflects any prorated credits or final billable charges. This allows the customer to submit payment if needed or sets the expectation for the credit amount. The final statement will then be rendered,and any remaining credit balances are distributed to the customer in the form of a check that is mailed out.
  
  On November 23, 2022, our customer placed a request for all services to be disconnected on Tuesday, November 29, 2022. Due to the disconnect order being dated November 29th and after our December billing had already been completed-the prorated credits of disconnected services were not applied until their January 2023 statement. The prorates from the November 29th disconnect date gave the customer a credit balance of -$6.27 on their January 2023 statement. This credit carried over to their February statement which was their final.
  
  Our accounting department has issued a refund check for the full -$6.27 that was mailed-out on Thursday, February 8th.This will now close-out the customers account with Ritter Communications. 
  
  Thank you for the opportunity to address and respond to our customers BBB concern.
  
  
  Sincerely,
  
  Ritter Communications
  

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For over three months we have weekly issues regarding our internet service. It is consistently out of service every week with no resolution. I have filed ticket after ticket and Ritter does not offer me credits nor do they work to find a solution. I lay over $200/month for a product that doesnt work 90% of the time.

  Business Response

  Date: 11/18/2022

  November 18, 2022
  
  
  Re: BBB# ********
  
  ***************************
  
  
  
  This letter is in response to BBB # ******** received November 14, 2022,from Ritter Communications customer *************************** regarding unresolved internet issues.
  
  ****************** is currently subscribed to our 50 mbps download speed for $63.99 per month and there have been eight (8) customer reported internet issues beginning August 24, 2022.  
  
  Per our maintenance department, in addition to work completed on previous visits, the existing external fittings and components have now been replaced and the line extender balanced. The most recent ticket dated November 11th has been closed and per our onsite technician all signals tested good. Our Technical Support has attempted twice to contact ****************** to verify that services are working as expected but have been unable to reach her and left her voice messages.
  
   Although every effort has been made to take the appropriate steps to ensure that ****************** issues were addressed as quickly as possible-due to the nature of the issue multiple divisions within Ritter were required to diagnose and resolve the matter. We do understand her frustration during the process and have applied a credit amount of $ ******. We sincerely apologize for any inconvenience and will continue to attempt to reach-out to ****************** to verify that her service issue has been resolved.
  
  At Ritter Communications, we consistently strive for customer satisfaction and meeting our customers needs for Ritter provided services. We will continue to focus on making sure ****************** concerns are addressed as well as continue striving to provide her with the highest quality of services.
  
  Sincerely,
  
  Ritter Communications