ComplaintsforUSFamily.Net/Velocity Telephone, Inc.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've used US Family for internet service for 15 or so years. We moved Sep 1, 2021 to a condo where internet service is provided. Us family service was canceled as of Sep 1. I'm owed a refund for 3 months of pre-paid service. They have repeatedly said they would send a check and haven't. After one call they said they would credit my credit card on which the original charge was processed. Refund due is $45.00-not a lot of money but others should be made aware of the way they do business.

  

  Business response

  01/10/2022

  
  The customer contacted us about a refund and it wasn’t handled in the time frame it originally should have been.  However, once we did send a refund, we found that we had the wrong address.  We received the corrected address after the customer called in November to inquire about the refund again.  At this time we had attempted to refund the credit card that was associated with the account.  However, being that the account had been disabled for more than a month, the system purged all card data associated with the account.  Therefore, it was placed back in the billing queue to have a check reissued.  Unfortunately, the request fell between the cracks and didn’t get handled in a timely fashion once it was re-queued.  
  As of Friday, January 7th, 2022, we have issued a new check (#12974) in the amount of $44.97.  I have also emailed this information out to the customer so that they are also aware.

  Customer response

  01/10/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16425651, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We used Velocity Telephone for our landline phone, internet, and e-mail since 10/14/15. We paid them $96.10 or less for each month running from the 15th to the 15th. We paid $96.10 on 11/7/20 for 11/15 to 12/15 service. We also paid $96.10 on 12/4/20 for service from 12/15 to to 1/15/21. Our phone was not working for 33 days from 11/12 through 12/15. (On 12/3 the line was back but the buzz on it was so loud that we could not use it.) Because of this problem we decided to switch to Century Link which was activated on 12/16. We received an invoice 13633770-n dated 1/4/21 with a credit of $40.28 for no service from 11/13/20 to 12/3/20 but as I stated above we couldn't use the phone even after 12/3 because of the very loud buzz. We should receive a refund for 11/12 through 11/15 and the entire $96.10 for 11/15 through 12/15 and the entire $96.10 paid for 12/15 - 1/15/21. I have called them at least three times since January and have received no refund.

  

  Business response

  08/02/2021

  When I initially looked at the account, I saw that it was due a refund and that they had requested this multiple times.  It showed that the customer was due a refund of $40.28.  I hadn't looked into the matter as thoroughly as I should have initially.  At this point, I had sent the check for the $40.28 (Check # 3661).  While writing my response the next day, I realized that something wasn't right.  So, I started digging into the matter further.  After some more investigation, I found that the customer was without phone service from 11/13/2020 thru 12/03/2020.  The customer called to report this on 11/13/2020 at 7:49 PM.  The customer called to notify us that a CenturyLink technician had restored the phone service on 12/03/2020 at 06:40 PM.   They also requested a credit for that time they were without phone service. The customer stated the Internet worked just fine during that period.
  
  The customer called again on 12/11/2020 at 5:21 PM to request that we disconnect the service, as they were switching to CenturyLink.  Due to this request, the service cutover to CenturyLink was on 12/16/2020.  There was another call on 12/16/2020 stating that it was only requested to disconnect phone service and not the Internet.  There was no note about that in the initial order, but he said he would talk it over with his wife.
  
  So, what I had overlooked was that they had already paid for another month of service.  The credit of $40.28 on the account when I initially looked was for the downtime from 11/13/2020 thru 12/03/2020.  That meant that the customer was due another refund for the prepaid time of 12/15/2020 to 01/15/2021.
  
  There had been another check issued (# 3662) in the amount of $96.10.

  Customer response

  08/02/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15573644, and find that this resolution is satisfactory to me.

  But it is a little confusing.  The business states that "There HAD (emphasis mine) been another check issued (#3662) in the amount of $96.10."  We have not yet received this second check.  If we receive it all will be satisfactory.  In the meantime we reserve the right to file another complaint if we do not receive this second check. 

   

  Suzanne *****
  

*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. ↩