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:08/07/2024

  Type:Product 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.

  The beginning of March I called and cancelled my service with Washington Broadband. I received a bill on 3/2/2024, which i disregarded since i had already cancelled. I then received a notice that they couldn't process the payment on 3/4/2024. After that email, I never heard a word from them until, 7/16/2024 when I received an email stating that my account had turned past due... I called them and left a message requesting a call back stating that my account was not past due and this is an error on their end since I had cancelled my service. I never received a call back, So I sent an email to the customer support documenting the above and showing a screen shot that my account was no longer active on their website for me to view or access anything. I again never received a response or even an acknowledgement that the email was received. It is now 8/7/2024 and I have not received a response, or even another bill stating that my account is past due. They always sent out their bills via email on the 2nd of every month. I have not had service at my house nor have I attempted to use their internet service since the end of February. I switched over to T-Mobile and had no need for their service. I find it very odd that they went almost 5 months without contacting me to tell me the account was past due and will now not respond. I do not want them to send me to collections over an accounting issue on their end.

  

  Business Response

  Date: 08/23/2024

  Our apologies for not seeing the first notice of this complaint, unfortunately BBB emails go to Spam so we only find them when we clear our spam folder.

  First I am deeply sorry that you received no response to your multiple notifications, there will be a strong review of our staff for returning emails and support messages.  As the owner I strive to provide top notch service, and not hearing back from someone who takes the effort to call us is unacceptable.

  Fortunately this has not cost you anything but time.  We have thousands of customers, and our billing system sometimes seems to go back when they do a software fix and try to reactivate accounts.  I have passed this example on to their programmers for review.  I have manually eliminated this account, and trust that there is no issue with returning routers or any other materials necessary with termination of service.

  I am hopeful that T-Mobile is serving you well, and am hopeful that you will not give up on the local options when you consider service in the future.

  Thank you,

  ***********************

  President - Washington Broadband, INC

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************