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:08/10/2023

  Type:Order 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.

  This company has terrible customer service which they contact out to *****. When you call customer service, they refuse to assist you or continuously parrot the same information over and over. I tried for over 2 hours to speak with with a supervisor regarding my issues and each time the agent either hung up the phone or abruptly ended the online chat session. The technician they send out aren't very knowledgeable about the service and only work out quick fixes that don't actually solve any problems. This is by far the worst internet company in *****************. Attached is a chat from one of their agents.

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mrs. ************************************ In her complaint ***************** mentioned of horrible customer service while trying to get assistance with service issues.  ***************** was also upset stating that the quick fixes dont resolve the service issues.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  We received the complaint that was filed on August 9th and found that a dispatch was set for August 10th.  Per the techniciansnotes, they replaced a line to resolve the service issues.  I ran a service test and found that the service is authenticating well.  I reached out to ***************** via email on August 10th to confirm service is working and have yet to receive a response.
  
  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:08/09/2023

  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.

  Brightspeed ** the only internet provider in my area. They only offer 10 mbps. When scheduling an appointment they do not give you a set time they just say between 8 am- 5 pm. I called to pay my bill and told them I would not like to enroll in autopay, they enrolled me anyway, during the same call I corrected the agent and he told me he could not remove the auto pay because of system issues.

  Business Response

  Date: 08/16/2023

  Brightspeed has completed a review of the complaint submitted by ******************************* regarding Brightspeed practices. 
  
  Per the complaint received: Brightspeed is the only internet provider in my area. They only offer 10 Mbps. When scheduling an appointment, they do not give you a set time they just say between 8 am- 5 pm. I called to pay my bill and told them I would not like to enroll in autopay, but they enrolled me anyway, during the same call I corrected the agent, and he told me he could not remove the auto pay because of system issues.
  
  Unfortunately, ***************************************** this area at this time with no upgrades currently available. In regard to scheduling, when the ******19 crisis arose, we had to modify our processes to ensure the safety of our customers as well as our technicians. This has required our technicians to be more flexible when scheduling appointments. To that effect, all markets have transitioned to all-day appointments. which allows technicians to react more effectively to the changing needs of our customers. We apologize if this was not communicated properly to the customer.
  
  Our records indicate the customer is enrolled in a prepaid account which means payments are deducted monthly from a credit card on file which is supplied by the customer. If the customer has any issues regarding this matter, please contact ************* at ************.
  
  At ******************, 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 *********************************** ******************
  
  

• Initial Complaint

  Date:08/09/2023

  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.

  On 19 July 23 our landline phone and internet were shut off by Brightspeed. This is not a payment issue. After countless hours on the cell phone with Brightspeed by my wife and me the following information was gathered.1. Brightspeed told us ******* had requested on 13 July 23 that our phone number be out-ported to them. We had no knowledge of this request, nor were we notified in any way. On that date I had surgery. Within a day or two my credit card was hacked twice. 2. On 21 July 23, again after numerous phone calls our internet was restored but not our telephone service. The individual at Brightspeed in ********* told ** our phone would be restored in a few days, but it was not. Called *******...no help at all.3. More phone calls to Brightspeed about our phone. We asked how could they take away our phone number without our permission. Their answer, outporting is done all the time. They gave no viable explanation of why it was done without our permission.4. 28 July 23, again after hours on the cell phone our landline was restored, but NOT with our old number of **************, of 30 plus years. We then received numerous calls to apparently the last individual who had that particular phone number. We then unplugged all interior phone lines. 5. We were told by an independent source that it would impossible for Brightspeed or ******* to do all this without inside help. Because of the credit card hacking immediately after our phone number was stolen from us, we feel that someone has captured our personal information for possible cyber criminal intent. 6. I am 81 years old and my wife is 76, both retired military, and believe we have been taken advantage of. Anything you can do to help resolve this, including retrieving our old phone number and whatever can be done to scrub our personal information would be appreciated. Yesterday we received a statement from Brightspeed increasing our fee for August; unbelievable nerve!Thanks much.

  Business Response

  Date: 08/14/2023

  August 14, 2023
  
  
  Re:*******************:  
  Complaint ID ********:
  Notice of Complaint Filed:August 9, 2023
  
  Dear ****************:
  

  In summary, Better Business Bureau (BBB) filed a complaint on behalf of ******************* about a slamming matter of an unauthorized port out request to another service provider. Brightspeed has completed our investigation concerning the billing account number *********. ****************** confirmed that we received a request to port out telephone ************ to ******* on July 13, 2023. The total disconnection of telephone ************ was completed in the Brightspeed database on July 18,2023.
  

  Brightspeed appreciated the opportunity to review the details in the problem statement. We are unable to port the telephone number ********** from ******* to Brightspeed.The customer must contact ******* to request a port work request to verify if the telephone number *********** is portable or can be ported back to Brightspeed.
  ******************* would need to contact the Credit Bureaus to file an official identity theft report if their identity has been/is stolen. Also, they would need to freeze their credit, notify their bank, and credit card insurer, and secure their accounts with new passwords.
  

  Please refer to the attached document(s) for more details.
  

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

  Sincerely,
  

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

  Customer Answer

  Date: 08/15/2023

   
  I am rejecting this response because:
       The explanation provided by Brightspeed to BBB is no explanation at all. The first paragraph explains that our phone number *************) of some 40 years was ported out on 18 July, however, ************ gives no explanation on how or why that porting out of our phone number of some 40 years occurred or who ordered it. During one of the many calls to Brightspeed we were informed by a Brightspeed  employee that our number had been ported out to Verizon.

       The second paragraph is totally bogus! While Brightspeed told us they could NOT get our old number back, they said they would give us a new number (**************). After receiving many numerous wrong number calls, on that new number. we unplugged all of interior phone lines. We absolutely and positively  did not ever ask ANYBODY that the new worthless number be ported to any company. Where that notion  came from is mind boggling. Further she did not explain why Brightspeed took our number, without asking or notifying us and then gave it to Verizon. 

       The response by Brightspeed is of no value, and furthermore has incorrect information in it. We are requesting that our old phone number be returned to us without further delay. We also want an accurate explanation of how this situation occurred. Thank you. *******************

  Business Response

  Date: 08/15/2023

  
  August 15, 2023
  
  Re:*******************:
  Complaint ID:
  Notice of Rebuttal Filed: August 15, 2023
  

  Dear ****************:
  
  The Better Business filed a rebuttal/rejection on behalf *******************. Brightspeed appreciated the opportunity to review the rebuttal filed by ********************
  

  As previously explained, Brightspeed received a ************* Request (***) from the Competitive Local Exchange Carrier (****), ********asking to release telephone number *********** from Brightspeed on July 13,2023. If customers have questions about the port-in order from ******** they should contact the **** company, ******** They need to ask about the Electronic Letter of Authorization (eLOA) of whom confirmed a change request from Brightspeed to ******** This process is an FCC requirement and protects customers from local or long-distance service changes without authorization.This process also protects ****S from being charged with slamming if there is a claim that a carrier change was unauthorized. An eLOA must be completed on all appropriate order types to comply with FCC regulations. Technically, the telephone number belongs to ******** and there is nothing that Brigthspeed can do to assist in reclaiming the number.
  

  Secondly,I merely supplied other information about identity theft if they did not authorize a carrier change. As stated in my initial response, ******************* would need to contact the Credit Bureaus to file an official identity theft report if their identity has been/is stolen. Also, they would need to freeze their credit,notify their bank, and credit card insurer, and secure their accounts with new passwords.

  Sincerely,
  

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

• Initial Complaint

  Date:08/09/2023

  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.

  Paid for phone service from Brightspeed (formally Centurylink) and yet when my phone sir ervice went out on 6 Aug 2023, they have failed to come repair their service lines leading to my home.I have been taught how to test the service to see if it was inside the house or was out on their lines. The problem tested that it was on their service lines coming to the residence. Turned a work in to get fixed and they schedule me for 11 Aug 2023 date to respond.I am on the medical priority list to get the phone service fixed quickly and to get this I had to involved the company's CEO at the time to get that priority. Now, the company area managers are ignoring my need and qualifying to be the priority list. I am a senior citizen of 79 years with various health issues and I do not get cell service because my home of 55+ years is down in a valley. If I fall, get sick, have a fire, or need the police I have no way of contacting anyone. and I am a widower. If something happens to me I hope my kids hold the phone company accountable for. I had a email that said they were to fix it today (8 Aug 2023) but the I got email saying I had been put off until the 11 Aug 2023. I need my phone for medical appointments and as a safety factor incase I fall outside or inside and can not get up or that I need to call 911.

  Business Response

  Date: 08/16/2023

  Please be advised that Brightspeed has completed a review of the complaint submitted by Mr. *********************** regarding a recent phone outage. **************** stated that he was without service beginning 8/6/23. He submitted a repair ticket and was given a due date of 8/8/23. Per ****************, the date had been changed and rescheduled to 8/11/23. Due to medical concerns, he requested a sooner due date.
  
  Brightspeed records indicate the customer contacted Brightpseed on 8/6/23 regarding phone issues. At that time a repair ticket was issued and scheduled for 8/8/23. Upon receiving the complaint, the Brigthspeed dispatch escalation team was engaged to determine if a sooner due date could be scheduled. The dispatch team indicated a technician was dispatched for 8/8/23 and was rescheduled to 8/11/23 due to a cable issue that required a cable technician. The matter was escalated and a technician was on site on 8/10/23. Our records indicate the issue has been resolved and the service restored as of 8/10/23. Out-of-service credit has been issued to the account.
  
  At ******************, 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 *********************************** ******************

• Initial Complaint

  Date:08/09/2023

  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 switched from Brightspeed Internet to **************** during the first week of June. I attempted to cancel service by calling CenturyLink on June 18th, 2023 at 7:20 am: the call lasted for 4 min, 47 sec. This would have been the first day of a new billing cycle. They said they would transfer me to the right party. When I was transferred, I told the human on the line that I wanted to cancel my account, as I had gotten another service. I was hung up on. My husband and I went on a cruise that day so I couldn't call again that day. I called again on June 30th, 2023 at 7:45 am as they had sent another bill. The call lasted 4 mins, 5 sec. At that point, I was again hung up on.On July 7th, I saw they were still attempting to bill me and called again. I put in several calls that day: At 11:43, I called Centurylink, 2 times becasue I was hung up on. Brightspeed at 11:44 and twice at 11:50 am. I was transferred back and forth between Centurylink and Brightspeed several times, both saying that the other company had to handle ending my account. The last person I talked to said he would make a note of my call. On August 8th, 2023, I had an online chat with *********. She told me that their was no record of ********** since March, and that I owed them for service until August 18th. I feel that I did my due diligence, and they dropped the ball. I do not owe them for a service that I repeatedly attempted to cancel. I am willing to send them back equipment (DSL box) as soon as they give me a shipping label and instructions.

  Business Response

  Date: 08/09/2023

  August 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 she had attempted to cancel her Brightspeed in August and got a confirmation it was done. She then received additional billing indicating otherwise. Brightspeed has contacted the customer via email and resolved the issue. Brightspeed has credited **************** balance down to $0 and provided instructions on how to return the Internet equipment.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:08/08/2023

  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.

  Brightspeed phone service and customer service not responding to 417 area outage for two weeks.

  Business Response

  Date: 08/16/2023

  
  Brightspeed records indicate that it previously received and investigated this dispute in response to a complaint filed with the Brightspeed ************ team. 
  
  The ************ team will be responsible for providing an update to the customer directly once their investigation is complete.
  
  Thank you,
  
  ***************************
  Executive Office Case *********************************** ******************
  
  

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is not satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/08/2023

  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.

  For the month of July I have had problems with my internet service. I have contacted bright speed many times. once they told me my service was being throttled a few times they said they would send out a technician. when a technician was scheduled to come out i would get a notice that my service issue was corrected and to check my internet connection. Each time the service was fixed for about 24 hours. August 3rd I contacted them again i was told my service was being throttled. I asked how when today is the 3rd of the month and I have not used the internet at all. I was then told that it was a firmware update and i would be transferred to get help with that issue. the next person I talked to explained that I needed a new route and that mine was 2 years old and *** had expired. I asked how has it expired when I just got it in November. I was also told that I had to pay for a new router.

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************************  In her complaint she advised of internet service issues for the month of July.  She also mentioned of having contacted us various times to report the service issues and they would not last more than 24hrs before they went out again.  There was also a conversation about possibly needing a new modem.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our technical support team for review.  I was notified that a request was made by ********************* to disconnect the second internet line and asked for a credit for a month of service due to the service issues.  I found that a credit for a month of service was issued by a prior agent on 8/10/23 and I was able to have the second internet line disconnected per her request.
  
  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: 08/16/2023

   
  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:08/07/2023

  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.

  This started on July 24, 2023. Our internet was not working after a heavy rain in the area a few days before. I saw a Brightspeed employee sitting in my front yard working on service. I spoke to him and told him I was going to call and report the problem but since he was there I guess I didn't have to. He told me he was not there to work on my service and I would need to call it in. So I called in that day. I was told they could not come out until Tues, 8/1 and that I would need to have someone at the house. I had my mother stay at my house all day - Nobody ever showed up then they just closed/canceled the order. SO I called back the next day and they told me someone would be there 8/3 - I stayed home from work and nobody ever showed up - So on and so on it goes. At this point 8/7 we have been waiting for a repairman for a week and my internet is still not working. I called on Friday and finally got to speak to a human - even spoke to a supervisor who ensured me the repairman would be out this morning 8/7 between 8am and noon. STILL NOBODY HAS SHOWN UP. This is beyond awful customer service.

  Business Response

  Date: 08/08/2023

  August 8, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mrs. **************************************** In her complaint she mentioned of internet service issues that started on July 24th.  She also mentioned that the service stopped working after some heavy rains they received. After a couple of missed repair dispatches, I found that when we received this complaint, a repair technician was on-site for repair.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I followed up today and found that the technician notes stating permanent repairs completed due to a cut cable.  For the service inconvenience, I also issued a credit for a month of service ($81.97) effective 8/8/23.
  
  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:08/07/2023

  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.

  Ive been with this company for years, since it was Centurylink. My bill is way too much Im being charged consistently with excessive charges month after month. I did have a discount but it was taken from me without notice so Im not receiving it anymore! Im currently in remission from cancer I cant afford to pay this astronomical bill, ** asking for this bill to be reduced to where I can pay it. Thank you

  Business Response

  Date: 08/07/2023

  August 7, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In her complaint she reports her Brightspeed internet billing is too expensive and requesting a cheaper service. **************** has the lowest pricing Brightspeed currently offers. Brightspeed has added a $20 monthly discount to Ms. ******* account. This discount will remain active as long has the account is paid in full, brought current, and remains in good payment history. Once done, the discount will take 1-2 billing invoices to be show up. If these are not done the discount will expire off the account.
  ****************** acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 08/07/2023

   
  I am rejecting this response because:
  I havent received a discount since I filled out all the documentation months ago. Im being charged late fees on top of late fees. I dont agree with this decision, Im disappointed in this company, ** a valued customer and Im not appreciated or valued at the moment. 

  Business Response

  Date: 08/08/2023

  August 8, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In their complaint they state claims that she is not receiving the Affordable Connectivity Internet Discount. This is a $30 discount that *************** receives and is on page 3 of her billing invoice. The account has accumulated late fees due to the full account balance not being paid in full by the bill due date.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 08/09/2023

   
  I am rejecting this response because:
  I asked that all late fees be removed from my account, like I stated before Im out of work due to a cancer diagnosis, Im trying to get back on my feet, keep adding late fees doesnt help with my account. I know this was done before and the representative removed the late fees and the account was able to be paid and also the discount $30 was applied from the time It was suppose to be received till current that will help as well. I know Im responsible for paying this bill I understand that, I want it to where I can afford to pay it, this is a major corporation thats loosing nothing! Its customers like me that keeps it going. Im requesting fees to be removed and the $30 discount added from when I first was eligible to get it some months ago, that will help bring me current so I can pay this account. It will be greatly appreciated.

  Business Response

  Date: 08/11/2023

  August 11, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In her complaint she has requested for all late fees and past due balance be cleared. The account has accumulated fees and a past due balance due to the account not being paid in full. There have been four payments to the account in 2023. ****************** has credited Ms. ******* account for eight late fees in the amount of $144 as a courtesy. The customer has received the internet discount every month on her billing invoice once approved. The current account balance is $298.16. There are no additional credits or discounts owed.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:08/07/2023

  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.

  It is random and I don&#**;t know what triggers it but my phone rings once and then it redirects my call, every time it does this $2.99 is added to my bill. I asked for them to take the voice service off. This has been going on since December 2021. I tried getting them to deduct the amount and I call every month. It&#**;s called ************** I have a bill that says details of your Brightspeed ************* account. I would like for them to remove ************* from my bill.

  Business Response

  Date: 08/14/2023

  August 14, 2023
  
  
  Re:   ****************************:  

   Complaint ID ********:

  Notice of Complaint Filed:August 7, 2023
  
  Dear ****************:
  

  In summary, Better Business Bureau (BBB) filed a complaint on behalf of *************************** about the challenges of removing voice service charges.
  

  Brightspeed has completed our investigation concerning the billing account number *********. The account is set up in the name of *******************, and *************************** is an authorized party on the account.The service consists of Brightspeed Price for Life ****************** for a monthly cost of $45.00, excluding taxes, fees, and surcharges.
  

  The past 12 months' bill invoices (July 23, 2022) thru July 23, 2023) show local call usage to National Directory Assistance ********* from *******, **, **********,and has yet to be corrected. According to Brightspeed records, we have issued the proper adjustments and will continue to adjust the billing to satisfy erroneous National Directory Assistance usage and charges.
  

  Brightspeed appreciated the opportunity to review the details in the problem statement. We have escalated the line trouble to Brightspeed Escalation. They advised *************************** of an upcoming repair dispatch #******** for August 21, 2023, to check the line and other problems causing erroneous directory assistance usage.
  Please refer to the attached document(s) for more details.
  

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

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