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:05/15/2024

  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.

  They agreed to pay a bill for me online as a courtesy to help me in getting paid asap. HOURS later they finally tell me they didnt have to option to pay the amount I specified and had to pay the amount of $289.56 given on my billers page and asked how I wanted to proceed. I told them to go ahead and pay the $289.55 then and just adjust my last three remaining payments to compensate. Its almost end of business day, and my ******************* shows pending. They simply do not take urgency seriously with paying bills, when youre jumping through hoops to give them what they asked. No regards for the customer and the stress they cause you at all!

  Business Response

  Date: 05/15/2024

  Our management already reached out to *************************************** and advised that we've successfully processed the payment to his Insure on the Spot bill and adjusted the installments accordingly. We have enclosed proof of payment confirmation in the email for his reference and he may provide it to his ****** for them to locate the payment. We are waiting for the customer's response if he was able to view the attachment. 

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The payment still isnt showing on their end .  Please call them at ************ to resolve !

   

  
  

  
  Sincerely,
  
  ***************************************
  
  
  
  
   
  

  Business Response

  Date: 05/22/2024

  Hi ***********,
  
  Firstly, we apologize for the delay in resolving this issue. We understand that this is not the experience you expect from us.
  To provide some context, our team made a special exception to pay this bill online for you. However, the amounts did not match up on the ******** website, and we had no way of modifying it. We then requested your approval for the new amount and processed the payment within one business day. We understand that this was an inconvenience, and we appreciate your patience and understanding as we worked through the necessary steps to resolve this issue on our end. We hope that with this issue being resolved and with the bill being paid online as a one-time exception, we have met your expectations.

  Please let us know if you have any further questions or concerns.

• Initial Complaint

  Date:05/06/2024

  Type:Product 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 signed up and they said they couldnt find my social so I canceled the subscription and they didnt give me my money back and their email helpers keeps asking me if I want to deactivate my account and I just want my refund

  Business Response

  Date: 05/06/2024

  H* ******

  Thanks for raising this issue. Upon investigation, we have found the reason why you were unable to verify and use your account was due to you creating multiple accounts. We only allow for one account which our agent was trying to assist you with. That being said, the refund was already processed when we deactivated your account. If you do not see the refund reflect on your account in the next 5 - 10 business days, please get in contact with us.

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/03/2024

  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 contacted Deferit several times to close the account and they have not done so. I submitted a claim through my bank to stop payment and now Deferit is requesting money to be returned to them from the claim. I initially requested the account be closed several months ago because I no longer use this account and cannot afford to pay for something that I don't use.

  Business Response

  Date: 05/03/2024

  Hi ********,
  
  Thank you for reaching out to us about your account closure and refund request. We're sorry to hear about any confusion or inconvenience you've experienced. It appears there was a misunderstanding as we were awaiting confirmation from you to proceed with closing your account. However, understanding your situation, we have taken the initiative to close your account and refund the monthly fees you've incurred since your initial request.
  
  Please expect to see the charges reversed in your account within the next few business days. We value your satisfaction and appreciate your patience throughout this process. If there is anything more we can do to assist you, please let us know.

• Initial Complaint

  Date:04/24/2024

  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.

  Good day - I recently tried 2x to have a bill paid ************ Water Works The first time 3/19/24 that was tried the app kept giving error after error when I uploaded the bill from the utility companys website & the app always errored out or says the bill was missing info which it wasnt. I received an email that says the bill cannot be paid online which is false. You can pay online or by phone the bill is very clear. I tried a second time 4/18/24 frustrated same error same issue with the app declining the bill saying it was missing something and it wasnt. A few days later I received a message that asked what my phone number associated with my utility bill which is the same number I use for DeFerit. I have never been asked this before with the previous bill HRSD that was paid online. There is another message I received that says this will be paid by check because there is no option to pay online which is false. You can pay online or by phone. I have a photo of the bill indicating which is the same bill I sent DeFerit 4 times. This new bill I believe was paid by check on purpose to delay payment There is no other option to confirm other than what the app sends you. I paid ****** as my initial payment and received an email saying my bill has been paid which is false which it has not & the utility company confirmed nothing has been received.

  Business Response

  Date: 04/25/2024

  We have looked into the payment method, sent  a  customer follow-up email, and successfully reprocessed the bill using the preferred payment method online.

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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.

  The company is claiming it negotiated a bill discount with my internet provider right away without explaining they would be charging for the service up front. When I requested a refund of the amount they continue to give me the runaround and don't want to refund the money. Alll business are supposed to have a money back guarantee if your not happy with the service. I am not interested in the service since the charges were not explained to me clearly up front. Their app that I download via the ****** Play store is not clear on the charges. They try to hide everything without telling you what your being charged for.

  Business Response

  Date: 04/25/2024

  A follow-up email has been sent to the customer. We have conducted an investigation into the ************ on the customer's account and have processed a refund in accordance with the customer's request.
  

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/03/2024

  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.

  Made multiple attempts to reach out to business however only responses are generate replies to distract or prolong with no resolution. All emails including responses are attached. Here is final attempt submitting a complaint on their site. Bill negotiation: #1: **************************** was removed to lower the bill (which I was not aware of, nor requested/agreed to this) This lowers the bill to $4/month. however am charged $60 (share of savings) Please refund the charges back to me as the service I requested for was not provided and I will update my plan back!#2 **************** there is a decrease however the share of savings charge is not accurate the savings should be 10/month. Your service offers to negotiate a better rate on existing service. The plan i originally had was Superfast 800 mbps @ $105.00/month. The plan below that is 500 mbps. I was not expecting to be downgraded 2 levels. The plan they are charging me with contract is $90/month for existing customers. Therefore with the negotiation savings is $10/month ($90 regular charge FOR ALL CUSTOMERS - $10 negotiation for this specific plan= $80/month. $10 x 12 months= 120 in savings, which brings it to $60 going to Deferit. Internet: Connect More | Download speeds up to 300 Mbps; Upload speeds up to 20 Mbps $45.00/mo for first 24 months (New customers), then $65.00/mo for months *****, then regular rates apply (currently for existing customers $90.00/mo) Your pricing includes a $10 monthly discount for enrolling in Paperless Billing and Automatic Payments using a bank account. You will receive a $10 monthly multi-product discount for 12 months if you sign up for ************** and activate a new line within 90 days of this order. I still have not received a response.I've paid off both plans and am requesting full refund back.

  Business Response

  Date: 04/03/2024

  We  have sent a follow up to the customer letting them know we have investigated the *********************; concern and provided the customer with a follow up on the result of the investigation and have  provided a refund and deactivated the account as per customer request. 

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:03/14/2024

  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.

  After signing up for their services and being charged $14.99 the dashboard showed that I could upload my bill and I was approved for $500. After I uploaded my bill for $361 the dashboard then changed and said I was approved for $200 and of course $70 would have to be paid upfront as the down payment. That wasnt going to be helpful so I immediately canceled the same day I signed up. I was trying to contact them to see when I would be refunded for the membership fee since I hadnt even used it theres no way to get in touch with them when you call the phone number automated service says they are 100% Online chat or email. The chat option is an automated robot with few selections and if your issue cannot be selected in the chat it just tells you they cant resolve your issue. What type of nonsense is that? I have yet to find an email anywhere on their website for them.

  Business Response

  Date: 04/04/2024

  We've sent the customer a follow-up email containing ********************'s contact information, and we've also processed the requested refund to their account.

• Initial Complaint

  Date:03/11/2024

  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.

  On 3/10/2024, I signed up with Deferit. My debit card was immediately charged a $14.99 membership fee. I decided within a 60 minute period to cancel my account without ever using Deferit's services. I would like the $14.99 membership I never used refunded.

  Business Response

  Date: 03/19/2024

  To ensure accuracy and transparency, we followed up with an email requesting verification of the charges when we encountered difficulty confirming them. Our goal is to provide excellent service and address any discrepancies promptly and effectively.

• Initial Complaint

  Date:03/07/2024

  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.

  In order to sign up for their services I had to pay for a subscription. As soon as I signed up they said they were not supported in my state.

  Business Response

  Date: 03/19/2024

  We want to address a recent concern raised by one of our customers regarding our membership fee. Before charging any customer a membership fee, we always make it clear if our Pay in 4 service is available in their state. If it's not, we give them the option to proceed with their account and other benefits.
  We've since reached out to the customer to address their concerns and have provided a refund to their account as per their request.

• Initial Complaint

  Date:02/27/2024

  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.

  I've canceled my subscription to this company months ago. Also several times I've had to cancel because they keep charging me. They have no customer service number and take forever to email back. They've assured me my account is canceled. Yet they're still charging me. I want them out of my bank account "NO ACCESS ". This company is a scam!

  Business Response

  Date: 03/28/2024

  We've sent the customer an email confirming that their account has been refunded and deactivated. We've also requested additional information from the customer if there are any other discrepancies or issues that need addressing