Complaints

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:03/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 was billed on Feb 29 for service that goes from 02/29-03/29 which was confirmed by ***. I disconnected service 03/02 and was told a refund wouldnt be issued till their equipment was picked up. This was scheduled for 03/14, but was told we could return it ourselves if we wanted-we did this on 03/07. After a week no contact and no refund I reached out. At this time I was told I would not be getting a refund as they dont prorate bills. After telling them I was told different, which they now say they have no record of, this got pushed up. I mentioned to *** how that its stealing money she laughed and said i wont comment on that. I called a second time Friday 03/15 mid afternoon as the last communication was 8:30/9am. Where I was told I would hear something around 3/3;30, I never did. I called this morning 03/18, where I was told they emailed me. They sent the email to the surf global email that I have never used. She proceeded to tell me my request for refund was denied and I would not get anything back.

  Customer Answer

  Date: 03/29/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:07/18/2022

  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.

  I have been a customer for about 15 years. A couple of months ago I was billed "double". I was told that the second charge was put toward my last month of service should I choose to discontinue service. I informed Globalnet that I would be discontinuing service this month. They told me that the equipment removal fee would be $49.00. I subsequently received an invoice for $199.00. I called and left a message inquiring where those numbers came from as well as sending an email. I never got a response. Then I had a charge on my debit card for $168.00. I am NOT on any automatic payment plan with the firm and did not authorize any payment. I was still waiting to hear back from someone to explain the triple discrepancy in the billing. I have also filed a complaint with my bank but the payment had already gone through. Globalnet did not have permission from me to process any payments on my card that were not authorized.

  Business Response

  Date: 07/19/2022

  ***************** became a customer of our on ********* with two ******************** at her location. On 12JUL2022 she emailed our technician to cancel the account, we let her know to cancel the account we need all User end equipment returned and she scheduled one of our technicians to do the removal at the discounted rate of $49, our equipment removal rate is normally $99 but we discounted it for her. We have a one year service agreement for all customers, she canceled one of her services on 02FEB2022 and we did not charge her an early termination fee since she had the 2nd service still going and assumed she would finished out the months remaining for the service agreement. When the account was set to close, **** had a total of 5 months remaining on her two service agreements at her location. We only charged her for two months remaining and discounted the removal fee to $49. We could have charged her almost $400 but didn't since we knew her payment history with us wasn't regular. Attached is the service agreement ***************** filled out and signed agreeing to the Credit Card terms. The service agreement page 2 item 4 states the one year service agreement.

  Customer Answer

  Date: 07/19/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Globalnets response is not accurate. I paid regularly just not on autopay so as to avoid situations like this because in the past they have double billed me. Their assessment of what they could have charged me is pure fantasy . They sent me communications with 3 different amounts and then charged my card without discussing the charges with me although I had emailed them and left several voicemails. This is simply falsehood and they were not authorized make those charges on my card  

  Business Response

  Date: 07/19/2022

  Again, I have attached the Service Agreement ***************** filled out and signed 19AUG2021 for 2 services at her location in *********, **. Both services were set for a one year service agreement. One of the two services got canceled after her 19FEB2022 invoice leaving 5 months left on its service agreement. Her two of two services got canceled after her 19JUN2022 invoice leaving one month left on its service agreement. In total she had 6 months of service remaining to complete her service agreement SHE filled out and signed on 19AUG2021 that I have provided as evidence. We could have charged her $59.95 x 6 months = $359.70 for the remaining months due on her service agreement but did not.

  Our equipment removal charge is regularly $99 but charged her $49 to help her out.

  The billing history and notes on the account speak for themselves and can provide that to her bank as well as BBB to show how many times this account was consistently disabled for nonpayment.

  Again, ***************** filled out and signed (in two locations) our service agreement on 19AUG2021 where she agreed to our terms with the Credit Card, she provided, on file.
  

  Customer Answer

  Date: 07/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **** *****