Business ProfileforUnited Communications

United Communications is the worst and unfortunately I can't do anything about it because they are the only phone company and internet service provider in my area. I received a text message from them on 6/7/2022 stating my account was past due from May, 2022 in the amount of $117.13. I sent that money on 5/13 and it cleared my bank on 5/16, but they are saying they never received the payment. Once I showed proof of payment, which I shouldn't have to do if they had competent people working in their office, the manager then said the accounting dept would have to track the payment to see where it went. I asked "what if the payment can't be found?" and the manager's response was "we'll cross that bridge when we get to it". I then asked, will I be responsible for paying the balance due again if the payment can't be found, even though it cleared my account, and again, the manager's response to me was that we will cross that bridge when we get to it. Obviously, my payment was applied to someone else's account. I will not pay it again.

United Communications was initially made aware of our customer's missing payment on 6/7/22 at approximately 11:00 AM local time. Our customer provided a screenshot reflecting that her bank withdrew $117.13 on 5/16/22 via bill payment. United requested the opportunity to research the transaction, before coming to any conclusions.

At approximately 3:15 PM on 6/7/22 United communicated the results of our investigation with our customer, as well as in several subsequent conversations through 6/8/22. United's accounting team reviewed each payment file received on and after 5/13/22 and determined we did not receive the funds.

It is not uncommon for banks to withdraw funds from an account, prior to sending a scheduled payment. Regrettably, funds being withdrawn from the bank account via a bill pay system is not proof that the payment has been cashed by the intended recipient. Since United Communications did not receive the funds, the customer was told the issue would need to be addressed by her bank and payment vendor. Had the payment been cashed by United Communications, the bank could produce a copy of the Electronic Funds Transfer document or cancelled check.

United Communications followed-up with our customer on Friday morning, June 10th. Our customer confirmed the bank has re-issued the check to be mailed. We regret the frustration caused by this situation and believe it has been satisfactorily resolved.