Complaints
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:19/04/2023
Type: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.
REMOVEDI am not happy at all
They take money out 3 x in a row
put 1 back & kept 2
& then took even more money out
I want my money back & never have an account with them again
My bank I tell them about what they did to me so the bank say they will never let this happen again
but to file a complaint with bbb
Business Response
Date: 24/04/2023
This customer
was billed twice and refunded both after a billing glitch.There was then another payment processed, that was also refunded.
Although far from ideal, we did email the customer, then
called her and explained it and adjusted the billing.
During that
interaction she indicated to cancel the tv portion of her service.
This caused
pro ration and complicated an already confusing situation.I have since removed all the TV changes (not just the pro rated part) and attempted to call her to explain.
Her voicemail indicates it is not set up.
I have emailed her to try to initiate contact.
We have double checked and are confident they
were only charged for services they received, verified things will be
consistent moving forward and apologize for the entire issueCustomer Answer
Date: 24/04/2023
Complaint: REMOVED
I am rejecting this response because: REMOVEDBank agrees with me that what they have done is not right at all. I have gotten rid of Start now & am with a much better internet & tv company & want nothing to do with Start ever again. I have changed all my banking info now so they can not steal money again.
Sincerely,
REMOVEDBusiness Response
Date: 15/05/2023
emailed the following
I tried to call you today so we could review your billing.
It is clear to me you were billed twice and refunded both after the billing glitch.
There was then another payment processed, that was also refunded.
Although far from ideal, we did email you, and from what I understand we then called explained it and adjusted the billing.
During that interaction you indicated to cancel the tv portion of the service.
This caused pro ration and complicated an already confusing situation.
I have since removed all the TV changes (not just the pro rated part).
This leaves a credit balance on your account of $71.62.
We have double checked and are confident you were only charged for services you received,
I am confident things will be consistent moving forward and apologize for the entire issue.
If you would like to speak with me please let me know some dates and times I can reach out.
SincerelyBusiness Response
Date: 29/05/2023
Hello
We have tried to engage her to clarify what had happened, and how we addressed it.Although it was unfortunate we did address it directly and did our best to recognize the inconvenience.
The customer is now with a different provider and has not replied to any attempts to contact.Customer Answer
Date: 02/06/2023
Complaint: REMOVED
I am rejecting this response because:
Sincerely,
REMOVED
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