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:04/16/2025

  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.

  Recieved letter stating was delinquent in account, yet payments made in all months. Letter states $74.33 needed to be paid by 04/14 to avoid disruption. Paid total $301.36. Service was disconnected on 04/15 and then made me pay $122.25 before they would put in order for reconnecting. Attaching letter. Thank you ****

  Business Response

  Date: 04/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  April 24, 2025
  
  
  Re: **** ********
  23211736
  Notice of Complaint Filed: April 16, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********** billing concerns. Upon further research, there were a few months that we didn't receive a payment. The missed payments turned into a past due balance, as well as applicable late fees. We did not receive a payment in October, December, or March. 

  
  When the disconnect notice was sent on 3/28/25, it explained that the total past due amount was $301.36, and the final date for payment was 4/14/25. The letter itemized the basic local service that was past due, and the other services (long distance, internet). The $74.33 for basic service was to avoid the disconnection of the local phone service only. 
  The remaining amount of $122.25 was for the March billing statement that was due by 4/9. We did not receive that payment by the due date, so it became a past due balance on the account, which required payment to restore the services. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: **** ********

  Customer Answer

  Date: 04/29/2025

   
  I am rejecting this response because:
  

  Thank you, yes I have received their response and I argue the point. One I overplayed in both January and February. Their system and mine, but yet still owe 301. t 122. ?? Also please see the attached after all explanations 

  From Brightspeed, at a charge of ****** per month late fees add to ****** when overpayment was made for 3 months? Then to say all systems are updated & current, but yet then call me 3 xs and send the attached email Days after paying all fees, that I still owe ******?? Yet i am to trust their response and system.??

  Thank you but I feel this is ridiculous! And a false response !

  Sincerely 

  *. ********

  
  

  Business Response

  Date: 05/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 2, 2025
  
  
  Re: **** ********
  23211736
  Notice of Complaint Filed: April 16, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding Ms. ********** billing concerns. Unfortunately, there was no overpayment made. We received a payment of $140 in ******* and a payment of $140 February, but that was not the total amount due on the account. In *******, the total amount due was $268.23, because we did not receive a payment in December. In February, the total amount due was $281.29, because the ******* balance was not paid in full. Here is the payment history and invoice history for the past few months:

   

  Payments:
  04/16/2025 $122.25
  04/09/2025 $301.36
  March- none
  02/01/2025 $140.00
  01/07/2025 $140.00
  December- none
  11/06/2024 $268.10
  October- none
  09/03/2024 $115.08
  08/06/2024 $321.56

   

  Invoices:
  invoice date- 04/15/2025 $138.28 due date- 05/12/2025
  invoice date- 03/17/2025 $122.25 due date- 04/09/2025
  invoice date- 02/14/2025 $301.36 due date- 03/10/2025
  invoice date- 01/14/2025 $281.29 due date- 02/10/2025
  invoice date- 12/14/2024 $268.23 due date- 01/09/2025
  invoice date- 11/14/2024 $115.21 due date- 12/09/2024
  invoice date- 10/14/2024 $268.10 due date- 11/08/2024
  invoice date- 09/14/2024 $115.08 due date- 10/10/2024
  
  

  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: **** ********

• Initial Complaint

  Date:04/16/2025

  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 has been an ABSOLUTE NIGHTMARE to work with on the business/*** side. We had 8 total lines (totaling an incredibly high amount of money per month) and the service supporting that expense has been absolutely nonexistent. I operate as an *** manager in ** and we took over the management of this community during 2024. We called brightspeed half a dozen times to try and transition the mailing/billing address for our business. We provided more information than what should ever be needed to take over bill payment, repeatedly updated the mailing and email addresses on file, and confirmed the need for mailed invoices to go to the community's main office.When we finally decided that the money wasn't worth the atrocious service, we opted to cancel. That process took 3 HOURS only for the incredibly rude service provider to hang up on me prior to offering the confirmation code that he told me he would give me "after disclosures of cancellation was communicated".Fast forward one month later, and a collections agent has reached out to let me know that Brightspeed has sent a number of "unpaid" invoices to them for collection. Despite NEVER mailing us any information about the status of the account. Despite that we have paid every invoice that we have received. AND despite having worked to cancel the service. What's more is that Brightspeed contractors have repeatedly been chased off of the *** property for solicitation of fiber internet that IS NOT AVAILABLE AT ALL IN THE ***** A homeowner is filing a civil suit against them at this time because their contractors came out and dug a massive trench through his yard without permission and severed all of his irrigation lines, costing him thousands. Based on his feedback, when he spoke with Brightspeed about this, he was told "that's the cost of progress" ************ is going to find that they won't survive this level of consistently failed service.

  Business Response

  Date: 04/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  4/24/2025
  
  
  Re: ******** *****
  Complaint ID: ********
  Notice of Complaint Filed: 4/16/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with getting account *************************** and bill copies. I attempted to contact ******** ***** several times. I left a voicemail each time. I also sent an email. I have not heard. Some of the other concerns mentioned I would need some additional information. I have left my contact information on each voicemail and I sent an email that they can reply to if they need further assistance. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 04/30/2025

   
  I am rejecting this response because:
  This is now becoming a recurring complaint as I have spent HOURS on the phone with Brightspeed working to address my complaint and have been told multiple times that I will receive a final bill for service. After REPEATEDLY not receiving a final bill and REPEATEDLY being called by 3rd party credit collectors, I finally was contacted by someone at brightspeed who was responding to a previous complaint. After letting him know what was going on, I never heard from him again. He did, however, send an email about working to contact me multiples times via email. In an email that came only once. This was **** *. with the Brightspeed Customer **************. My issue remains unresolved and is actually worsening in severity. I highly recommend full avoidance of this company.   

  Desired Resolution:

  Contact by the business

  
  

  Business Response

  Date: 05/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/02/2025
  
  
  Re: ******** *****
  Complaint ID: ********
  Notice of Complaint Filed: 4/16/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with receiving a bill. I attempted to call the customer. I also sent an email. I will attempt again next week to contact the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:04/16/2025

  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 disconnected both my phone and internet service on 4/14/25 even though my bill is paid up-to-date and has been as a 20+ year customer. When I contacted the company, they said it would be several days before reconnection. How is this legal or ethical?

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  
  Re: ******* Arnold 
  Complaint ID: ********
  Notice of Complaint Filed: April 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of your issues.  ************ were restored to the location in a four days period and credit has been applied to the account for the out of service days.
  

  We appreciate ******* Arnold  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ******* ******
  

  
  

• Initial Complaint

  Date:04/16/2025

  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.

  April 4th I canceled my internet service ( I have a confirmation number). They are charging me for April 7 to May 6 for internet and my phone but Im being charged twice for my phone service for a total of $132.38. I had a credit of $177.24 they are only wanting to credit me $44.86 for all of my troubles. My phone and internet has been separate since 8 years ago and now Im bundled with a extra ***** charge for another phone plan plus my internet and house phone. On April 14, I called to resolve that issue stated above, I spoke with an employee named ******* she documented that my internet was canceled on April 4th not April 7th. She had me clarify that I wanted to keep my home phone service, which I agreed. As of April 15 I woke up with no phone service from then and a text message stating sorry to see you go, I never told them to cancel anything besides my internet. They want me to pay $60 to reactivate my phone plan along with a $57 phone plan a month, also lost my house phone number, Ive had since 2002. I no longer have any way to contact my doctors, I need to be able to contact for emergencies.

  Business Response

  Date: 04/30/2025

  April 29, 2025
  
  
  Re: ****** Eskridge 
  Complaint ID: ********
  Notice of Complaint Filed: April 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have reviewed the account and an additional credit has been added back to the account making the credit balance increase by removing the extra phone line charge.
  

  We appreciate ****** Eskridge  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ****** ********
  

  
  

  Customer Answer

  Date: 04/30/2025

   
  I am rejecting this response because:
  I wanted to keep my phone number and ************************************************ They wont let me have it back they keep telling me it inactive . I never canceled my phone service. On April 14 th I talked to a lady named ******* and somehow she shut it off . This whole situation is making me upset. I have medical issues and need my house phone . I had the **************** number for 23 years and they did this not me . Ok with the credit on my account. I want them to give me back my phone service I had and no internet 

  Business Response

  Date: 05/05/2025

  May 5, 2025
  
  
  Re:****** Eskridge 
  Complaint ID ********
  Notice of Complaint Filed: April 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I need the customer to contact me directly to resolve the issue per I need the customer on the phone in order to complete the task. I have left a voicemail with callback information and sent an email to the customer with details.
  

  Again, we appreciate ****** Eskridge  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  
  CC: ****** ********
  

  
  

• Initial Complaint

  Date:04/15/2025

  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 moved into a new ************** and ended up choosing Spectrum for my Fiber Internet vs. Brightspeed. The day before I moved in 2/26/25 Brightspeed installed a tower and left cables wrapped around it and crossing the other side of the street. We drive over them every single day. I guess bc we did not sign up for their service they never came back to bury the cables or remove them. I have called twice 2/28/25 and kept being transfered or put on hold. The customer care person just couldn't understand what I was asking for. Today I call again 4/15/25 as it's on my property and neighbors are complaining. I asked for them to remove the cables and or tower from my property. At least remove the cables or bury them. I repeated myself and my address endlessly and was transferred to a supervisor. They would not stop trying to sell me a plan. I told them I have Spectrum and do not want Brightspeed. They kept trying to sell and all I wanted was for someone to come out and do something about these cables going across our road and wrapped around the tower. I couldn't take it anymore and hung up after ************************************************************* to sign up with them. I told them someone is going to get hurt and I hope they get sued.

  Business Response

  Date: 04/19/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  4/19/25
  
  
  Re: ****** ******
  23210114
  Notice of Complaint Filed:4/16/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding equipment and cables being left on customer property. We have had a technician out to clean the location on 4/17/25. I have reached out via phone and left voice messages for verification of whether the concern has been resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:04/15/2025

  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 accidentally paid this company $775.00 and my balance was only $7.75 I called them and requested a refund, they told me they couldnt refund my money

  Business Response

  Date: 04/29/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  April 29, 2025
  
  
  Re: ***** ******
  23209892
  Notice of Complaint Filed: April 15, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** refund request. Upon further review, we have requested for Ms. ****** to provide proof of the payment clearing on her bank's end. As soon as we receive the proof of payment, we can initiate the payment investigation to release the credit refund.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ******

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service 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 am not a customer of ******************. ****************** or their hired subcontractors laid cable in my yard and that appears to have caused a water leak. My yard has a large area that continues to be saturated. This has only occurred after my lawn was dug up for the installation of the cables. I turned off the main water valve to my home to see if the leak was from another source but the water meter continued to spin indicating a leak. I am seeking compensation for the repairs and any additional associated costs to an increased water bill due the water leak. I am happy to provide pictures of the water leak and/or of the installation/dig.

  Business Response

  Date: 04/16/2025

  April 16, 2025 
  
  Re:    Better Business Bureau (BBB)
            ******** ******
            Complaint ID: ********
            Notice of Complaint Filed: April 15, 2025
  
  Dear ******** ******
  

  Your BBB complaint about Brightspeed contractors installing fiber cable led to water line damage on your property. We discussed this by phone and provided ********** claim department *************) for filing your claim. Investigation results were submitted to the BBB repository within the response period.

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ******** ******

• Initial Complaint

  Date:04/15/2025

  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.

  Beginning in July of 2024 I started having plumbing and septic issues. I discovered that waste water was backing up into my bathtub and toilet. Upon further investigation, it was discovered that the issue was caused by a broken pipe in the septic line that runs underground in my front yard from my home to the city sewage pipe.I have had an inspection of the sewage line performed by a certified plumber in my area. It was discovered that the damage to the sewage line was due to a fiber box installed on my property without my permission or knowledge that there would be anyone performing any digging. I do not nor have not at any time subscribed to any of service of any kind from Brightspeed.I have invoices that detail the services that have been performed by the plumber. I also have filed an insurance claim for the damages with *******. The claims adjuster is ******* *********. The assigned claim number is 4a2502m2t4m0001. She can be reached at ************, *******.********@sedgewick.com.I also have email correspondence from a Brightspeed representative by the name of ******* *****, Supervisor of Regional Operations. His contact information is Cell# ************, *****************************************

  Business Response

  Date: 04/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  April 18, 2025
  
  
  Re: ********* ******
  23204069
  Notice of Complaint Filed: April 15, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** damage claim concerns. Upon review, if she has any additional questions or concerns regarding the damage claim, she would need to reach out to Sedgwick at ************.

  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ********* ******

• Initial Complaint

  Date:04/15/2025

  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.

  This is a complaint against Brightspeed concerning poor customer service and a delayed refund.On July 12, 2024, I contacted Brightspeed to request a temporary suspension of my internet services due to a scheduled demolition of my home and subsequent reconstruction under the Restore Louisiana program. Conf# ********** was provided. On December 3, 2024, I discovered unauthorized automatic withdrawals from my bank account, despite the previously requested service suspension. Upon contacting Brightspeed, I was informed of a system error preventing the implementation of the requested suspension. A credit of $221.97 was applied to my account with conf *********. On December 4, 2024, the service suspension was finally processed, with confirmation that the credit would cover future service upon resumption.On January 28, 2025, I requested the resumption of services at my newly constructed residence, scheduling installation for February 6, 2025. On February 5, 2025, I received an unexpected billing statement. Subsequent inquiry revealed that the scheduled installation would not provide immediate internet access, requiring a 2nd ********** visit on February 11, 2025. Due to these issued, I asked for immediate cancellation of services and a full refund of the $221.97 credit. A refund of $221.47 was confirmed and stated to be processed within 7 to 10 business days.On February 11, 2025, a ********** arrived for installation despite the prior cancellation. After 26 calendar days, having not received the refund, I contacted Brightspeed. This interaction resulted in a revised refund amount of $264.70. This refund would be issued in two checks: $160.24 and $104.46. The *** cited a 30 to 45 business day processing timeframe, contradicting the previously stated 7 to 10 business days.Requesting immediate resolution including:The cancellation of all services and cessation of any further billing.The prompt issuance of the full refund of $264.70, as confirmed on the most recent contact.

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  
  Re: **** Rankins 
  Complaint ID: ********
  Notice of Complaint Filed: April 14, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  After refunding review of the account , we have established that a refund has been issued to the customer and should be received within 7-10 business days but may be up to 30 depending on postal mail carriers .
  

  We appreciate **** Rankins  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: **** *******

  Customer Answer

  Date: 04/18/2025

   
  I am rejecting this response because:

  The company response sent to BBB is not as in depth as the one that I received in my personal email. I've already responded to the email sent directly to me.

  As required, my response is below. The email said that the first check was issued on 2/5/2025. 

  
  It is April and I still haven't received either check. Is 2/5/2025 the day that the check was mailed? Since I haven't received them, please void the checks and reissue new ones. Also, please mail with a tracking number so that it doesn't get lost in the mail.
  
  Additionally, please expound on why the representative that I spoke to on March 3 said that my refund is $264.70 and to be split between two checks ($160.24 and $104.46).

  
  

  Customer Answer

  Date: 05/20/2025

   
  I am rejecting this response because:

  I am contacting your office to let you know that 30 days have past and Brightspeed has not complied. I have not received my refund.

   

  
  

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  
  Re:**** Rankins 
  Complaint ID ********
  Notice of Complaint Filed: April 14, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have checked our system and it appears that the refund was released on 5/1/2025. Please allow up to 45 days from the release date to receive your funds. 
  

  Again, we appreciate **** Rankins  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  
  CC: **** *******
  

  
  

  Customer Answer

  Date: 05/23/2025

   
  I am rejecting this response because:
  It's just another excuse for Brightspeed to slow walk the process. My refund should be returned ****.

• Initial Complaint

  Date:04/14/2025

  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 been a customer with centrylink/********************** for over 17 years. In September 2024 I discontinued my account due to moving for work. The initial phone call went great and all seemed very easy. Then in October I received 1 of what would be several payment deductions from my checking account of which I had automatic draft as a customer. I called back and was told it would be taken care of and they would reimburse the money taken within ***** days. This process has occurred every month to date totaling 7 months. I am sick of being told I will be reimbursed when Im fact they keep taking my money. Im not settling for a 30 or more day wait for a refund and I shouldnt have to pay my bank to stop payment on something they apparently arent taking care of.

  Business Response

  Date: 04/29/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  4/29/2025
  
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: 4/15/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. The customer had auto pay setup through their bank. After disconnecting service they did not disable the auto payments and the bank continued to send payments. We were able to process refunds for seven payments. This totaled $315. I advised Mr. ****** of the refunds and to make sure that he disables auto payment from his bank. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/01/2025

   
  I am rejecting this response because:
  

  I still havent received a refund. Just wondering whats taking so long?

  
  

  Business Response

  Date: 07/03/2025

  
  BBB of **********************************
  **********************
  ******************
  
  
  7/03/2025
  
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: 4/14/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund. I have sent a request to have our finance team investigate. Once I have more information I will follow up. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy