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Consumer Complaints

BBB Accredited Business since 03/31/2001

United Communications

Phone: (931) 364-2289Fax: (931) 364-7202

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
05/19/2014Problems with Product / Service | Read Complaint Details
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Complaint
have called 3 times for tech support each time I called was on hold for 10 minutes. with no response. even left message.
4/30/14 having tried to talk to united tech support 4 times today, each time being on hold for over 10 minutes, having left messages I still can't speak to a tech support rep. to get my connection problem fixed am unable to use second life, & netflix, wife unable to use facebook games, gives dns problem.

Desired Settlement
nothing less then a refund for the month due to their poor service and customer support.

Business Response
Contact Name and Title: ****** ******
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@utcoffice.net
Our records indicate that Mr. **** called at 11:08 a.m. on April 30, 2014, and was not at home to troubleshoot. He would be calling back later in the day. Mr. **** called back around 6:30 p.m. and did leave a message. Our technical support department returned the call and Mr. **** stated he did not have a problem.

On occasion there is a wait if all representatives are on the phone. We do provide an option to leave a message for a call back if a customer cannot hold.

At United we pride ourselves with excellent customer service. I apologize Mr. **** had a longer than normal wait time and **** work on further ways to improve our hold times.

05/05/2014Billing / Collection Issues | Read Complaint Details
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Complaint
I called and made a payment over the phone a while back then a few months later, when my payment was not originally taken out, it was debited off.
So in November I had my payment (supposedly) taken over the phone. It took them over a month to process the debit charge. Unexpectedly around Christmas the money was debited off our bank account card. They did not want to admit their mistake and was pointing blame at debit card company so we filed a dispute and got the money back. Then 3 months later they are now adding it back on and messing up our budget and I do not think we should have to pay for their mistake. When trying to work this out with them we are treated like we are in the wrong here and I do not feel like this company is professional in any way. Horrible customer service and billing practices.

Nov. 7 called and made payment over phone
Dec. 13 They auto took out the payemnt (we are not enrolled in auto payment)
Around Mid-April they add it to our bill.

Account #: XXXXXXXX-X

Desired Settlement
I want them to either allow us to work with payment on this mistake that they made, or to remove and take the loss. It is their mistake because it should have been taken out when I authorized payment not a month later. Home phone service was shut off because of this.

Business Response
The Senior Customer Service Representative talked to the customer directly on April 10, 2014, to explain what happened with their bank and credit card processor. United further provided the customer with a written description of the issue and a listing of the unpaid balances on the account.

United prides itself on its dedicated local customer service and regrets the confusion and frustration this caused for the customer. We have been unsuccessful in contacting the customer but would be glad to discuss a payment arrangement with them.

We can be reached at X-XXX-XXX-XXXX, option 1.

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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.