ComplaintsforFORETHOUGHT.NET

• Initial Complaint

  07/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On may 16th I paid for a year of internet email with forethought and 2 weeks later they said they were ending services July 7th. I've been reaching out to them for 2 months and did get a conformation the I was owed a refund of $90. I have inquired about this for the past 6 weeks and no one will respond

  Business response

  07/24/2023

  We are actively working with ******** on the refund. Services that she paid for in advance ran through July 7th, 2023. We responded to her email to let her know that a refund has been submitted to our billing department on July 7th, 2023. Our goal is to process refunds by the end of July giving services ended in July.

  Customer response

  08/01/2023

  The business responded very fast and I received the payment owed on July 31st.  I consider this closed

  i am very satisfied and I can't thank BBB for helping me get this matter solved 

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been paying for email and internet service from this business for many years at a fee of $22.95 per month. payable in advance. In September 2021, my spouse was not able to access his email service through this business. We attempted at least 15 times to contact their technical support on this issue, have left messages both with their staff and on their support lines, and no one has reached out to us. We are still being automatically debited each month for a service we are not receiving, and I think that this business has not held up its end of our contract. I have tried over the past two and a half months to just get resolution on why we are still being charged for a service we are not able to access. I want this business to refund our money (a total of $45.90 for the months of October and November 2021 when we had no service) and terminate our contract with them.

  Business response

  11/24/2021

  Our customer technician is contacting you now and we will let you know what is the process that you can cancel. Our cancellation weblink is https://forethought.net/cancel-services/

  We found only one voicemail that was left on 11/11/2021 and it is about that you would like to setup the email on your outlook.

  Customer response

  11/24/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and was finally contacted by someone concerning this business on how to cancel the service. After speaking to the technician, I have cancelled the service per their requirements. I consider this resolved.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  delay in receiving refund:account number *************** 12:24 PM (59 minutes ago)to jawaidbazyare ****************; We stopped internet service with your company after selling our home in Gypsum in June. Since that time I have been trying to get a refund on an extra payment that was sent by my bank of $60.00 . "*****" in your billing department has promised to send me this extra payment since I contacted her in July of 2021. She has made multiple promises, said the money would appear in my checking account, and recently promised multiple times that the money will come to me in the form of a check by mail. She has my bank account information and my mailing address, ***********************************************. To this date, I have not received the money. My account shows a credit of $60.00.I feel 5 months is too long for a senior citizen to wait for their money, especially when there is no doubt it was an overpayment and with multiple promises made by your billing person. It appears she enjoys playing with people and their money. Her promises mean nothing at this point, so I am appealing to you.Please call me to let me know how I can receive the money......************.Thanks in advance, ***************.

  Business response

  11/15/2021

  Thank you for contacting us.

  I will work with our billing manager for the refund request and we will contact the end user when it is processed and let the end user know when he can expect the check.

  Thanks,

  Forethought

  ***** Bi
  

  Customer response

  12/01/2021

  Thanks for getting back to me. For some reason, I did not get the notice from you notifying me of Julies response.  This has been her response from July 1rst, when I first requested the refund. She says she look into it, says they owe me the money and will talk to billing. 5 months later, still no refund. They have not contacted me since their response to the BBB complaint. 

  Business response

  12/15/2021

  Hi *********************,

  We are getting the check to be sent to you.

  We will get the check to be sent to your mailing address:

  Po Box 1405
  ****************

  I will let you know after the check is mailed out.

  Customer response

  12/16/2021

   
  Complaint: 16115808
  
  I am rejecting this response because:  This is the same exact response "*****" has been giving me over the last 6 months.  It has never changed.  "We will let you know when we send the check"....6 months later, they have not let me know they are sending the check and worse yet, THEY HAVE NOT SENT THE CHECK.  They have not contacted me despite promising they would contact me three weeks ago when BBB sent int he first complaint...What they are doing is the same fraud that scammers use to when cheat elderly people by hoping they will just forget about it and they keep the money.  Thanks to BBB for keeping this complaint open until they send the check, which seems like a long shot based on their past performance despite multiple promises.
  
  Sincerely,
  
  *********************

  Business response

  01/12/2022

  I have called the end user and let him know that our billing manager will send him the check and I will call him to let him know. I will follow up with our billing manager and keep the end user updated.

  Thanks,
  ***** Bi
  

  Customer response

  01/14/2022

   Complaint: 16115808
  

  
  I am rejecting this response because:  Yes-she did call me last Friday and said they should cut the check on Monday, the 10th and she would call me when the check was sent.  I have not heard anything else since then, except that I got an e-mail telling me that the company has been sold. 

   

  She has promised me she will call when the check is sent at least 6 times since July 1, 2021.  She has not called me to tell me the check has been sent nor has the check arrived. I have no choice but to reject the response.
  
  
  
  Sincerely,
  
  *********************

  Business response

  01/19/2022

  Hi ******,

  Thank you for your information.

  I apologize that the check was not sent out yet. I asked our billing manager to send you the check. I will keep you updated as soon as the check is sent to you.

  There are some change since the company is under the transition to the new owner of the company.

  Thank you for being patient with us.

  I will keep you updated as soon as I receive the updated.

  Thanks,

  *****  Bi

  Forethought

   

  Customer response

  01/24/2022

   
  Complaint: 16115808
  
  I am rejecting this response because:
  

  Same response as the last 7 promises.  Last promise was on December 7th that the check would be sent Monday the 8th of January.  Still no check.  I wonder how bad the management changes must be to delay the check for 7 months?  How hard is it to credit my account at the bank if the check writing process is so difficult.  Very poor business practices and they continue to act in bad faith.
  Sincerely,
  
  *********************

• Initial Complaint

  05/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were having problems with the service and their tech could not fix it. He told us to Port out which we did we moved to google. I have closed this account on my own, then with their help and they keep billing me with each bill is another month added on. I have closed/ cancelled the account and the bill just keeps growing. I have the name of the person who first helped me close the account after I tried it on my own. I reach out via phone and they repeatedly tell me to cancel online, which I have done but they never acknowledge it. I will not pay the bill they are the one who told us to Port out they did not want to help.

  Business response

  05/04/2021

  Please see the record that we asked the end user to submit the cancellation and it is the process that we need to cancel the account.

  Please submit the cancellation online and call us at *************

  https://www.gobrainstorm.net/cancellations.html

   

  Thanks,

  Julie **

  Brainstorm Internet

   

  Business response

  05/06/2021

  The credit has been issued and the account has been closed on 5/6/21.

  Thanks,

  Julie **

  Forethought.net and Brainstorm Internet

  Customer response

  05/10/2021

  
  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,
  
  ******* ****

*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. ↩