Complaints

The 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:09/25/2023

  Type:Service or Repair Issues
  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.

  In 2021 we upgraded our service with Lumen from 5mb/s to 50mb/s They provided new equipment but left the old equipment on-site When the new circuit was active, we asked them to disconnect the old one They continued billing us for it for several months, because each time they tried to connect it, they lost one of our phone numbers *************)This cost us almost $500 a month for a service we were not using Finally they stopped the billing for the old service, and refunded us However, the service continued to show as active in our account, and the equipment remained on-site.Once again I tried to have the services disconnected and lost our phone number again. We received another bill for over $7000 out of the blue for this service, I spent several months resolving this issue.A year passed, the service remained active, we received another $7000 bill, I spent several months getting the issue fixed, a refund was issued.To this day, the services remain active in our account. The equipment remains on site. My customer service rep and her boss, literally WILL NOT answer me or provide me with any explanation of the problem, simply saying "don't change anything and it will be OK"On top of this, they renewed our 3 year contract when they refunded our bill, so we now have another TWO YEARS of contract remaining.I have tried to contact anyone at Lumen that will help us but apparently nobody can do anything.

  Business Response

  Date: 09/22/2023

  Please redirect this complaint to Brightspeed, this customer is no longer in **********************'s territory. 

   

  This is a Brightspeed account. Advise this customer that for fastest service they can chat at **************************************
  If they require a contact number, 1-833-MYBRSPD or **************

  JJ 

  CenturyLink Customer Advocacy Group 

  Business Response

  Date: 09/29/2023

  Good morning,

  Brightspeed has received the complaint information submitted by *************************** on behalf of business circuits.  ********************** concerns have been escalated to the circuit team that handles large business accounts. 

  We apologize for any inconvenience experienced.

  Thank you,

  Kandi G

   

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  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.

  We've had very poor internet service for a year, since Brightspeed bought CenturyLink. And for the last month we haven't had internet service at all. I have a home business and I also homeschool my children, and we have to have internet service to do these. Brightspeed has sent a technician to our house and we have had to call numerous times this last month. The technician said there is nothing wrong with our equipment, and when we call technical support we keep getting told that the main box that services our area is down and is being repaired. Each time they say the service is repaired our internet only works for a few hours, or one day tops, before shutting off again. Also we keep getting told we are using too much bandwidth each time we call, as if it's our fault we have no service at all. It makes it sound like they are purposefully shutting our internet off, if we connect more than 1 device. We are a family of 4, and we need to be able to connect to the internet for business and school, and we should be able to connect more than 1 device at a time. This has been the worst internet service we have ever experienced anywhere we have lived. Also two of the times we called technical support, they promised to apply a good faith discount for our internet bill for atleast 2 months worth and that was never done. This issue needs to be taken care of immediately, there is no reason why this area should not have internet access. And I would also like the good faith discounts that were promised applied to our billing account. We really should deserve a year's worth of good faith discount, being our service has been horrible since Brightspeed took over in October 2022. We pay $66.01 per month for the worst service, it's ridiculous. And I've had to use my cell service this month just to run my business and my sons schooling, and now I am being charged extra by my cellular carrier for going over our data amount.

  Business Response

  Date: 09/27/2023

  September 27, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *******************. In her complaint she claims that her internet service has been down and unable to use. Her service was affected by an outage that was resolved on 9/26/23. Due to the issues, she has had previously her account was credited for two months of service. In addition, a monthly discount was added to her account to alleviate billing.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 10/05/2023

   
  I am rejecting this response because:

  We have been without internet for over a month. And before the complete outage occurred we've had extremely slow and poor service since it was installed. I already filed one complaint with this company and they claimed the issue was resolved on September 26th, 2023. The issue was only resolved for a few days and we are yet again without internet and being told the same thing we were told all last month: that there's an outage in our area and the technical support keeps giving a fix date and it's never fixed by then, and when I call again they just push the fix date out further. Why has it taken over a month for the issue to be resolved?? We also had a technician come out to our house, and on top of the outage, he found that the wrong ground was installed on our outside line which was putting all kinds of errors in our equipment on the house, so that could explain why we've had horrible service to begin with since it was installed over a year ago. He fixed that, but explained that there is still an outage at the main service box to our area and the cables running to that, but yet again, that issue is still not fixed. It should not take over a month to fix broken equipment. And why did it take over a year for a technician to figure out that we didn't even have the right equipment on the line to our house in the first place, after I have called and complained numerous times about how bad our service has been. The service from brightspeed has been absolutely horrible since they took over from CenturyLink. Anytime I call I can't even get a person from ***************** on the phone, let alone someone local to my area, and I'm always transferred to someone in India who just repeats the same basic information over and over again. This is by far the worst internet company we have ever had to deal with. And we need to be compensated for this ongoing issue in my opinion, it's been a year of horrible service or no service at all.
  
  

  Business Response

  Date: 10/09/2023

  October 9, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *******************. In her complaint she claims that her internet service has been down and unable to use. Her service was affected by an outage that was resolved on 9/26/23. The account was credited for the discounts she was advised of. Due to the issues, she has had previously her account was credited for two months of service. In addition, a monthly discount was added to her account to alleviate billing.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  Executive Office Case Manager
  Brightspeed

  Customer Answer

  Date: 10/09/2023

   
  I am rejecting this response because:
  The issue was never resolved, our internet keeps going down daily, i clusing today it was down all morning. And after speaking with a few other people in my area, they are also having the same issue. There is something going on with the main service box and cables providing service to our area. I keep being told over the phone that they have technicians and engineer's working on it, but as I have said, this has been an ongoing issue since the end of August. Just because the internet turns on for a day or two at a time doesn't mean the main issue was resolved. This issue keeps reoccurring every day or every other day. I have a home business to run and I homeschool my children, this is not acceptable. And the last technician that came to our house a couple weeks ago found that the wrong ground wire was installed on the box outside of our house, which explains all the errors in our modem and the extremely slow service we've had since this system was installed. So not only have we been dealing with that for over a year, we have now been dealing with complete outages since August. We need to be refunded for all the money we have paid to have horrible service. We have paid over $900 in charges just this year alone, and we've had the wrong equipment installed the entire time and no one caught that mistake until recently, and now we are having to deal with issues still because the main service box to our area had not been repaired properly. Something needs to be done.

  Business Response

  Date: 10/12/2023

  October 12, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *******************. In her complaint she claims that her internet service has been down and unable to use. Brightspeed has reviewed the outage history. The customer was impacted by six outages in September where the dslam had to be reset. The dslam was replaced. There were two outages in October. These were related to circuit breaker. During the last outage on 10/09/2023, the circuit breaker was replaced. The customers account was credited for the days missed.In addition, the customers account has had a monthly discount added.
  .
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  Executive Office Case Manager
  Brightspeed

• Initial Complaint

  Date:09/25/2023

  Type:Sales and Advertising Issues
  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.

  On September 15, 2023, this company allowed our phone and internet services to be breached and changed. Multiple phone calls have been made to revert the account back to its original information. The representatives spoken to has given us the run around and false promises. In all honesty, we have been treated like the criminals in this matter to no avail. Our phone service has been completely removed and transferred to another phone number ************** WITHOUT authorization. We have expressed to every representative that this is fraudulent activity. Today, our phone is completely out of service and the number weve had since the beginning of the account is no longer on the account. The representative today was of no help and transferred us to a department with no answer. We are overwhelmed with trying to communicate that our account has been compromised and the representatives at BrightSpeed have been of no help or support in this matter. It is sad that accounts can be easily changed, but yet treated like criminals to reverse it. This has been the worse service and upon resolve, we will be terminating a service that weve had for over 20 years.

  Business Response

  Date: 10/04/2023

  Dear ****************:
  

  The Better Business Bureau (BBB) filed a complaint on behalf of ******************************* about the challenges of getting their old telephone number, **********, ported back to Brightspeed. ******************************* asked Brightspeed to correct the issue in the desired settlement details.
  

  Brightspeed has completed our investigation concerning the billing account number *********. Corresponding to our records, we received a CLEC request to port out telephone number ********** on September 17, 2023, and ported to ******* on September 19, 2023. Brightspeed Winback confirmed that ******************************* had an unauthorized port out for **********.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. Brightspeed Winback has requested that the telephone number be snapped back to Brightspeed.The telephone number will become active on the new billing account ****************, on October 11, 2023.
  

  Brightspeed apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  *******************
  
  Brightspeed Customer Advocacy
  
  CC: *******************************

  Customer Answer

  Date: 10/08/2023

   
  I am rejecting this response because:
  There has been no transparency in this matter of who and how this was all allowed to happen. All the phone calls made and the representatives passing the bulk has been a tiring process. There has to be more detail and records than what has been shared about the unauthorized activity. The apologies after reporting to BBB are not enough. The fact that services will not be restored until a later date by no fault of our own is also not acceptable. I hope not another BrightSpeed customer has to undergo this tragedy and stress for failing to protect customers and better ************* to accounts. 

  Business Response

  Date: 10/11/2023

  Dear ****************:
  
  The Better Business filed a rebuttal/rejection on behalf of ********************************Brightspeed appreciated the opportunity to review the rebuttal filed by ******************************** As previously stated, (CSM0038290),Brightspeed received a competitive local exchange carrier (CLEC) request to port out telephone number ********** to Verizon on September 17,2023.  Brightspeed Winback confirmed that ******************************* had an unauthorized port out for **********. Brightspeed Winback requested that the telephone number be snapped back to Brightspeed.
  

  Brightspeed regrets any continuing issues ******************************** has experienced with an unauthorized port.
  

  How to protect yourself against slamming: Always examine your telephone bill at once and thoroughly. If you see a new telephone company name on your bill, call the number that is shown on that portion of the bill and ask for an explanation. Be aware of the methods telephone companies can use to change your authorized telephone company legally. The FCC's rules require telephone companies to obtain your clear permission to make such a change. The rules also prohibit companies or their telemarketers from misrepresenting their service on a sales call. Ask your local telephone company to place a "freeze" on your account to keep anyone other than you from changing your authorized telephone company selection.
  

  Sincerely,
  

  *******************
  
  Brightspeed Customer Advocacy
  
  CC: ********************************

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  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.

  Brightspeed installed fiber optic service to us. when digging up our yard, they assured us they would bring the area back to exactly as they found it. I've called over 5 times, sent pictures. filed claim with ******** Claims and still nothing. They came 9/22 with $6 bag of generic seed, picked up 4 rocks, through down the seed and left - no dirt, no evening out of the ground.When I signed up, they asked for credit card so they could check my credit. I asked if they were going to charge my card - they said NO. But my credit card was charged. I've called over 5 times to reverse that, they say it will be done and nothing happens. I'm told a supervisor will call me and nothing. They were supposed to bury live fiber optic line on 9/21. No one showed or called. Still lying on top of our yard. They have issued a $80 credit to my bill for my aggrevation, but I feel at least another $160 is due me. And, I want yard fixed. And I ********* buried. This company is, by far, the worst in customer service.

  Business Response

  Date: 09/30/2023

  Brightspeed has completed a review of the complaint submitted by ************** regarding damage caused to her property during the recent installation of fiber optic service to her home. She stated that the line was left exposed and lying across her property. She has filed a claim with ******** and is requesting that the line be properly buried and the damage to her yard be addressed. ************** also expressed concerns about her credit card being charged without her authorization.
  
  ****************** concerns about her property and exposed fiber line were escalated to the *** management team as well as the Supervisor of Regions Operations. The *** has stated that he has communicated with the customer directly and is working with local contractors to expedite and resolve this matter as quickly as possible.
  
  Billing records indicate and confirm that a credit was issued to the account on 9/8/23. The Fiber team has been engaged to review and investigate the billing concerns further.
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** ******************

  Customer Answer

  Date: 10/06/2023

   
  I am rejecting this response because:  I had to file a dispute with my credit card company to have the $86.48 charge reversed.  It is still being resolved.  I did receive an $80 credit on my 9/28 bill, but this was due to my asking for a one month credit for all the phone calls, filing of clam with Sedgewick, all the lies that were given to me (I was told 3 times that a credit of $86.48 would be back on my credit card - never happened).  I was also told there would be a $86.48 credit on my bill - the 9/28 bill does NOT have a credit.  My yard is still being worked on - it needs more dirt which the contracting company says they will return in about a week or two to complete.  I am still asking that my yard be completely repaired to its original state.  I am also asking for a 2 month credit on my phone/internet bill for all the inconveniences I have incurred.
  
  

  Business Response

  Date: 10/09/2023

  Please be advised that this matter has been routed back to the Brightspeed ********** to address the billing concerns. An update will be provided once more information is received. 

   

  Thank you,

  *********************************
  Customer Advocacy Group
  ******************

   

   
  

   

• Initial Complaint

  Date:09/22/2023

  Type:Sales and Advertising Issues
  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.

  We have been having issues with our phone and ******** since June 2023 when we were without service for 8 days they have had techs out on several occasions they fix the current issue and then a few days later new issues arise. We are paying $62/month for phone and 1.5 meg ******** and we can barely get 0.5 meg ****** We would like for Brightspeed to get the issues fully resolved or to upgrade the cables in our area so that there are not so many issues.

  Business Response

  Date: 09/26/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **********************************    
  
  The complaint stated they have been having issues with their phone service since June and would like Brightspeed to fully resolve the issues or upgrade cable in the area. 
  
  Records pertaining to account ********* indicate previous repair tickets had different issues in resolving the repair.  Information was sent to our escalation repair manager to review and follow up with the area supervisor.  A new repair ticket *** be issued to send another technician out to review the customers service. 
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.  
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.   
  
  Sincerely, 
  
  Ms. ************;
  Brightspeed 
  www.brightspeed.com

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  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.

  Brightspeed quit taking payment for Dish Network . I always pay 6 months ahead on my utilities so I had a sizeable overpayment of $1900 on my account. I called several times to request a refund of a portion of that balance. I first called ******* on ****, then followed up with ***** on **** and was told someone would call me back. Of course, no one did. I called again on **** to see if the refund had been initiated. I spoke to ******* who requested that I send an email requesting a refund and it would be ***** days Business days more. I told her no I would not do that as I was not told it was a requirement when I first called and she has notes on the account that I called 828 and again ****. I requested that she give me a reference #, a name, or some form of information that I could follow up directly if the check was not processed by 9-29-23. She said was unable to provide any follow up information.

  Business Response

  Date: 10/06/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint and request have been reviewed, investigated, and resolved.  When the case was received the account was reviewed and found that the customer had a credit balance of $1903.80 due to the overpayments that had previously been made.  Since the company made the decision to de-combine the **** network billing from the Brightspeed statements, that would have left a credit balance on the account each month that would have taken months if not longer to come back to a regular balance.  At the customer's request an email was sent to our Payment's Receivable team to review and to release the credit balance on the account.  The credit balance has been released leaving ****** as a current credit balance to allow for the next scheduled billing statement to be covered.  The check has been sent via mail and should take **** business days for the customer to receive, however, we always want to allow for up to 30 days.  

  If you have any questions or need further assistance, please let us know.

  **************

  Analyst II - Customer Advocacy Group

  ******************

   

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  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.

  Tech appointment for internet repair scheduled 8am to 5pm on 9/21/23. Adult MUST be home. Received text in AM that tech would arrive between 10am and 2pm. By 4:45pm no tech arrived so I called customer service. This is an endless automated loop, no livevrep. Used chat feature, was told they would try to come the next day. I cannot miss two days of work. Only way to reach a live person was to call billing and be transferred to customer care. Spoke to *******. He guaranteed the tech would arrive by 7:30pm. Advised to call back if he was not here. Now I cannot get through on automated line even to billing as it is after hours. Chat feature assistants keep saying I just have to wait for the tech tomorrow, despite multiple assurances they will be here tonight. I had this same issue when first setting up the internet, tech did not arrive or call TWO days in a row.

  Business Response

  Date: 09/25/2023

  Below is the response for the customers concern.

  
  The customer stated that they did not have working internet and we missed an appointment on 9/19/2023.
  Ticket ID ******* was opened and shows a due date of 9/21/23. We apologize for the original date being missed and will look into why this happened.
  The technician arrived on 9/22/2023 and repaired the service by changing programming assignments. All systems show that the customer is receiving the full speed programmed for the internet purchased.
  The customer has been given an out of service adjustment for the loss of usage time. 

  Customer Answer

  Date: 09/29/2023

   
  I am rejecting this response because: it is not addressing the issue of poor communication. I would not care if I had to wait another week to get service. But I do care about my time being wasted and never getting an update that the tech would be unable to get to my ticket on the agrred upon day. The only communication was after I made contact. The scripted response of each chat was to call the 800 number and press "option 2" which is not a valid option (please, give it a try). There should be an option to speak to a human being. How would a person with an intellectual disability ever get help with ONLY a chat feature available? I begged each chat rep to have someone CALL me and all said they had no ability to make an outgoing call. If I were illiterate I would have no hope of getting help with this company. How will you prevent people from waiting all day and never getting an update? How do you accommodate ***? How do you SPEAK with someone if you can't read/write?
  
  

  Business Response

  Date: 10/06/2023

  
  
  Your concerns about the poor communication by Brightspeeds, has not been overlooked. We take the items that you have listed and do appreciate you sharing your experience with us. The reason that they were not mentioned in the summary of your concerns is that these are internal matters that we will look into. Your feedback helps us to learn and make adjustments in processes.

   

   

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I had internet and a landline through Brightspeed (landline is needed for my husband's business.) I called a month ago to cancel the internet service and what seems like should have been an easy change, it has created a HUGE mess. After canceling the internet, they somehow also cancelled the voicemail and long distance. I've spent hours and hours between calls and chat with support. Then someone changed my plan and made everything a la carte, which made the price go up, and they included features I didn't ask for and didn't include what I needed. On my last call with a support person (who was very nice and I thought had everything fixed), I was able to get the long distance put back on, but voicemail is STILL not working and now i dont have caller ID. This is causing my husband to miss messages and calls from current and potential customers and potentially losing business. We can't change to a cell phone for his work because the phone number we have is on every website, business card, shirt, etc.I tried to get it fixed again today...the voicemail still doesnt work and now they told me there was an error and they have to out a ticket in because they can't add the caller ID. For the voicemail they told me i have to call again to tech support. I'm tired of the run-around, and I do not know what else to do. All I want is the same phone service and features we had and they can't seem to get this right.

  Business Response

  Date: 09/22/2023

  September 22, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************. In her complaint she states she has had issues with getting her voicemail service working correctly. ******************* was contacted via email concerning her issue and she stated the issue was resolved.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 09/22/2023

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

• Initial Complaint

  Date:09/18/2023

  Type:Billing Issues
  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.

  I received a call from a collection agency saying I owe $308.80. Im having to make payments.I never received anything in the mail or email. I thought the problem was resolved since I never heard from the company and I was told I didnt owe anything.

  Business Response

  Date: 09/18/2023

  September 18, 2023
  
  Brightspeed appreciates the opportunity to review the concerns regarding the complaint that has been submitted by *****************  In her complaint she mentions of calls from a collection agency regarding a balance of $308.80.  She also claims of never receiving anything in the mail or email regarding the balance and believes this was already resolved.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  Once reviewed I found that the current charges that were written off the to collection agency are due to not receiving any payment for two months of service a late fee and a modem that we billed for due to being notified by Mrs. ***** on 3/28/23, that she threw it away.  The current collection amount is confirmed to be valid.
  
  Brightspeed acknowledges that customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  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.

  I have auto billing set up with bright speed and apparently there was a miscommunication with our bank and the auto draft wasn't taken. All account info has been updated and without warning brightspeed simply cut off our service. I work 50/50 from home so this was more than an inconvenience when i wake up expecting to he able to get to work and they have shut off service. and when I called them about the interaction they claimed it to be my fault their auto draft didn't take the money out and also failed to alert me that their auto draft system failed.

  Business Response

  Date: 09/21/2023

  September 21, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************. In his complaint he states there was an error with the autopay set up with Brightspeed. The account email and contact number provided does not pull a Brightspeed account. Unable to review and assist without account information. Contacted customer and have requested account information for assistance without a response.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed