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:03/21/2023

  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.

  We have a credit on our Business' account that could not and would not be resolved over the phone. I took over my family's business in 2021 and in doing so, had to create a new account with a different business name at the same service address. Nothing changed and the old account was still being charged. Once the charges on billing account # ********** stopped, a credit was issued, but could not be put toward services nor could it be refunded, per customer service. There are two options here that could fix this:1. Move to the credit to my current business account with BrightSpeed (if that's even a CenturyLink company).or 2. Send a refund check to the original business and make it out to the original business name at its new address. It is no longer the ** Box address on file.

  Business Response

  Date: 03/23/2023

  Good afternoon,
  
  ********************* will be the Case Manager assigned to this issue with 4/19/23 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 03/23/2023

   
  I am rejecting this response because:
  It is currently being assigned and worked on, however I will not accept any response until this matter is resolved. Thank you for getting back with me and hopefully **************** can get this figured out. 

• Initial Complaint

  Date:03/21/2023

  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.

  Today is March 3rd. CenturyLink (now BrightSpeed) is our email and internet provider. Recently we have been hacked and we have been trying to reach someone for almost 3 days now. We have had no success speaking with anyone about our issue and we are concerned about our emails and information that *** be shared to others who knows where. We pay a monthly fee to CenturyLink between $100-$150 monthly or so. After 2 days of my wife trying to get any person to person help, I tried. On a chat I was told to call a number that got me to CenturyLink. Then I was told to go to a Chat room. Then I was kicked off. When I tried to call the CenturyLink home office, I am routed back to BrightSpeed who originally told me they do not handle emails, that is CenturyLink... Quite frankly, I do not know how this relationship works and we are dizzy going around in circles. Our phone number associated with the account is ************. CenturyLink Acct. # is ********* (I am not sure if it changed once it converted to BrightSpeed. My desire is to speak with a person and to resolve our problem within in a reasonable time frame.

  Business Response

  Date: 03/23/2023

  Good afternoon,
  
  *********************** will be the Case Manager assigned to this issue with 4/19/23 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  

• Initial Complaint

  Date:03/21/2023

  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.

  I have not been able to send e-mails or receive e-mails on my i-phone since Feb. 10, 2023. When I try to send e-mails I get the following message, "Compose feature is disabled due to suspected spam activity. Contact support to reactivate". I contacted support by chat because there is no phone number to call except Brightspeed who only takes care of the internet. Ticket #****** on Feb. 13, 2023, ticket#****** on Feb. 15 and ticket#****** on Feb.17, 2023 were opened with the centurylink chat which I was told to use by Brightspeed. My compose still has not been activated.

  Business Response

  Date: 03/23/2023

  Good afternoon,
  
  *********************** will be the Case Manager assigned to this issue with as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  

• Initial Complaint

  Date:03/20/2023

  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.

  Feb 14, 2023 via a phone conversation with Brightspeed l signed up for internet. The rep asked if she could run a soft credit check and l agreed. I was signing up for the *** program for a discount for being with Assurance Wireless. They said l was approved and told me they would be out on Friday to hook it up. Immediately another person came on the line and asked if l would be interested in enhancing my signal with Brightspeed to avoid the spinning from trying to stream with slow internet. Offered many apps in the package for and extra $30 added to my Brightspeed discount *** benefit bill of $20. Which would have me owing Brightspeed $50 monthly for my phone and the added plan for additional apps at a faster speed no buffering. But they needed to do another soft credit check for approval. I thought this was a bit strange. But since l know the speed here in this area is a problem l agreed. They said its ok if you dont sign up today. Just think about it your already been approved and call us back to add it on. Today when l called Brightspeed they are denying the offer. They say it was a third party offer. And dont have any info regarding it. I gave to Brightspeed my social security number to perform 2 credit checks. This was on the same phone call. Now they are saying no info about this. I called Experian to see who performed these soft pull on my credit. Brightspeed isnt on there at all but there was a company called ***************** the number Experian gave me was ************. It was a discontinued number in Fort Laurderdale, *******. I feel this is some sort of SCAM. Person from Brightspeed says its serious and they are investigating will call me back. l dont know where to proceed from here. The *** program through ****************** Wireless was also messed up. Theyre saying that even though l was approved six months prior. Some of the information did not go through, to refile. *********************** at ************ was helping with this still unsolved. HELP

  Business Response

  Date: 03/23/2023

  Good afternoon,
  
  *********************** will be the Case Manager assigned to this issue with 4/18/23 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  

  Customer Answer

  Date: 03/23/2023

   
  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. I will give them some time to respond. 
  
  Thank you. 
  

• Initial Complaint

  Date:03/20/2023

  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 called Brightspeed on approx February 15, 2023 to cancel 2 separate accounts (internet service). I told them to cancel the services immediately and not bill me for any additional service. I was told that the February bill would be the final payment on each account and service would expire before the next billing cycle in March 2023. I had autopay set up for each accounts previously and I was charged $97.65 on March 13, 2023 for internet that is no longer connected and was deducted from my bank account. I was also charged $119.85 for the other account that is no longer connected and is pending deduction from my bank account on March 20, 2023. I messaged the company on March 19, 2023 to find out why Im being charged and ******* explained they would need to cancel my accounts. I assured them I already did that in February over the phone for each account and I require a refund for the deducted funds from my bank for the March charges. My accounts that were closed in February are ********* and *********.

  Business Response

  Date: 03/23/2023

  Good afternoon,
  
  ********************* will be the Case Manager assigned to this issue with 4/18/23 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  

• Initial Complaint

  Date:03/20/2023

  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.

  Received notice from Dish stating Brightspeed did not include the Dish/TV charges for this month. "For this month only, you will need to pay your balance for you ******* charges directly to Dish."I pay Auto pay to Brightspeed which does show a lower amount for end of March which would total the amount due if I included amount shown on Dish letter. My neighbor received the same statement. This is incompetency from Brightspeed. I have not had a Dish account in years, so now I'm supposed to send them a payment. Help

  Business Response

  Date: 03/23/2023

  Good afternoon,
  
  *********************** will be the Case Manager assigned to this issue with 4/18/23 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  

• Initial Complaint

  Date:03/20/2023

  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.

  We have been disputing a double-billing charge to our checking account from phone company Brightspeed since November without a resolution.It shows on the website of our bank, **********************************., that $196.40 was withdrawn from our checking account for payment of our Brightspeed bill on both Oct. 21 and Nov. 1 of 2022. I paid the bill using the bank's electronic bill pay on Oct. 21, then soon after signed up for automatic bill payment from Brightspeed. (I had forgotten to pay the bill previously and didn't want that to happen again.) When I checked my bank account, I saw listings for a $196.40 payment to Brightspeed on both Oct. 21 and Nov. 1. The Oct. 21 payment has "Bill pay 333" next to it, while the Nov. 1 payment says "CTL payment." I called ************** and they agree I've been double charged. The problem is that Brightspeed shows only the Nov. 1 payment on its records.Perhaps I sent the Oct. 21 payment with the wrong account number. Or perhaps there was a mixup because I paid the bill and then immediately set up automatic payment. But there's no question that $196.40 was taken out of our checking account twice. To confirm, call *********************** at the bank: ************.The Brightspeed account number is ********* and the account is under ******************************* ****** (my wife) and ******************* (me). We are former CenturyLink customers. Our most recent dealings have been with *******************************, a customer advocacy specialist. We also have dealt with *********************** and ********************* of the customer order resolution team, the credit due resolutions ****** and other. We have sent Brightspeed the requested copies of our bank statement several times to support our claim.According to *******************************, our case is under Unresolved Issue: Case 56838083.I have uploaded PDFs of the email chain with Brightspeed, a chat transcript, and a PDF of our bank statement showing the double charge. Please help get reimbursed for our $196.40 double payment.

  Business Response

  Date: 03/23/2023

  Good morning,
  
  ********************* will be the Case Manager assigned to this issue with 4/18/23 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 03/23/2023

   
  I am rejecting this response because: This is a good step, but I cannot accept a final resolution until Brightspeed finishes its investigation and contacts me with the result.

   

  
  

• Initial Complaint

  Date:03/17/2023

  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.

  They were installing fiber cable in front of the house and cut the phone line which is also our internet. This occurred on March 7th, 2023. The service guy said they cut it so many times it will have to be reinstalled. The service appointment is on March 30th, 2023. I called 3 or 4 times to change the date. I did get promises but when the date came all they did was push out the repair date. The appointment they had yesterday was pushed back to March 30th. They won&#**;t hook up temporary service.

  Business Response

  Date: 04/12/2023

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  The final repairs were made to the line on 4/7/23.  There were multiple delays in repairs due to the lines needing to be dry before the technicians could complete their work per the Supervisor of Regional Operations.  The customer was issued a credit of ****** on 4/11/23 for the days without service which leaves a credit balance on the account of 31.84. 
  
  The original case was received on 3/20/23 with due date at that time listed as 4/18/23, so I do apologize for the late response.  We have had a meeting regarding the new procedure moving forward regarding the number of days to resolve and to respond.
  
  Please let me know if you have any questions.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:03/17/2023

  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 have made 2 payments totaling $215 to Brightspeed- 1 in January and 1 in February. They are not showing this payment even thought it was taken from my bank account and sent to the account they directed. I finally was able to speak to someone. They said they put in a ticket number **** and were looking into it. I asked for a copy of the ticket and was told they couldnt provide me one. I have called several more times and tried the online chat with no resolution and no one will tell me the status of my ticket. I have a payment due but I will not be giving them anymore money until this is resolved. I also asked for late fees to be refunded

  Business Response

  Date: 03/17/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 4/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:03/16/2023

  Type:Sales and Advertising 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.

  During the time that I was a customer under ********************** I never had any issues with my account or services. Once Brightspeed took over within the last few months I had issues with my account or accessing payment portal. During the transition of my account being changed over to Brightspeed I had no access to make payment as my account was setup through my bank account. Once I was able to create a new account and login under Brightspeed to make a payment on my bill. I paid them $200.00 to lower the bill down without issue. Within one hour of making this payment, I received a text message via old CenturyLink that my account was being terminated on 03/16/23 for a violation of the digital infringement act. I also received email from Brightspeed stating the same thing. I called customer service to understand this notification because I've never received any email or notification from either company's prior to that day and making a payment. I was given false phone numbers to even reach someone in customer service to understand why I was never contacted as in the email that I received from Brightspeed, saying that they have contacted me multiple times regarding this. I checked both inbox, spam folder and had zero emails. Once I spoke to someone regarding my account. I was told conflicting information from as to why it was being turned off and dates. I asked to speak with a manager or supervisor to resolve this matter or get clear information both customer support denied me that privilege and argued with me on the phone telling me that they could help and resolve everything. Today my service has been shut off. One of the agent's via a chat window told me that they sent these warnings to my personal email. I told the agent several times that no such email or warning was received by Brightspeed, and I even requested to see these emails sent. The agent was quick to end the conversation and advised me to call another department and chat was closed out by the agent.

  Business Response

  Date: 03/16/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 4/14/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/16/2023

   
  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.