ComplaintsforWATCH Communications

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service has been down for approximately 48% of the time we have subscribed to their internet service. Initially subscribed to internet/wifi service on approximately 2/20/24. Paid $90 first month of service with no charge for installation. Service has been down multiple times in the past month, often for several days at a time. For example, service was down for seven consecutive days in February due to a widespread outage. In March, internet service was down on 3/4, 3/8 (widespread outage through several states), 3/9-3/15, 3/19, and 31/21 (day of this filing). We have called them on most/all of the dates above for assistance and were walked through some troubleshooting. This troubleshooting generally worked for a short period of time (internet service was generally successfully restored by the end of the call) but the service will subsequently go down again a short time later - often the next day but sometimes the same day. On one occasion they had to replace a SIM card. As of 3/21/24 - the day of filing this complaint - we waited on the phone for over an hour to speak with a technician, as our service was down again. By the end of the call our internet service was restored; however, it was back down 15 minutes after the call ended and is still inaccessible.

  Business response

  04/04/2024

  Attached is a copy of our response.

  Business response

  04/05/2024

  [BBB Transcription via Attachment]

  Dear ***** *****,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  We first spoke with you on Feb. 24, 2024, when you reported your internet was not work. At that time
  we set up a service call. Our field technician arrived on March 4 and swapped out the SIM card on your
  equipment and noted that the service was functioning normally when they left. You have since
  contacted us again reporting no internet, however while speaking with technical support you rebooted
  your equipment, and it resolved the issue. Our billing team issued a credit to your account in the
  amount of $18.00 for the time your service was down while waiting for our field technician to resolve
  the issue.
  Our network operations team is working on optimization of several of our areas including yours
  and this may cause some slowness in speeds during peak times on occasion. However this is not
  a daily occurrence and should not cause your service to be interrupted. We understand and
  appreciate the frustrations you are experiencing as we enhance your service. Updates to your
  tower are planned through June.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  Watch Communications

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying since December to get this company to adjust the billing on my account. They “claim” I owe $158.35 for services that I have paid for. I have sent them proof of payment for the entire year of 2023 several times, I have attempted to cancel my account several times starting on January 22nd due to the sheer frustration - of which they would not do because I supposedly “owe” them money. They have claimed they will review my account and rectify the error and return phone calls but they have done none of these things. I fear this will go against my excellent credit score and just want them to reverse these wrong charges and let me free of them. I have called them continually over the past 5 weeks and I am extremely frustrated that I am getting no where.

  Business response

  03/12/2024

  Attached is a copy of our response.

  Business response

  03/12/2024

  [BBB Transcription via Attachment]

  Dear **** ******,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  We did receive a call from your initiating a disconnection request on January 22, 2024. During that call,
  our representative advised of a past due balance and transferred you to our customer service team to
  discuss the bill. At that time, the disconnection was overlooked and not processed. This caused your
  account to be billed an additional month. Our sincerest apologies for this error. We have since issued a
  credit to your account in the amount of $44.95, this is the total your account was incorrectly billed and
  your account has been disconnected.
  Regarding the balance due on the account, our records indicate that you have carried a past due balance
  since 2022, having missed several payments. When payment was made, it did not bring your account to
  a zero balance. The missed payments were in January, February, March, and May of 2022. Because your
  account has carried a balance, each month you have been charged a $5.00 late fee. We removed one
  late fee as a courtesy per our company policy on February 27, 2024. The total due to close your account
  is $118.90.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  ******* *******

  Customer response

  03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: I spoke with a gentleman on the phone at Watch Communications on Wednesday March 6th at 12:57 pm (apparently can you pull the phone records for proof) of which at that time I was told that the only change on my account was a $20 reconnect fee from December.  I disputed that charge because my billing payments had not been properly entered and my payment was not late and therefore I never should have been disconnected.  You are now saying --- just a few days later ---- that I owe you over $118.90.  Honestly...how can it go from $185 to $20 to $118.90? 
  
  Sincerely,
  
  **** ******

  Business response

  03/18/2024

  [BBB Transcription via Attachment]

  Dear **** ******,
  Thank you for reaching back out with your additional questions or concerns.
  Our sincerest apologies for the confusion, there were credits applied to your account that changed the
  total amount left to close your account. You were given a late fee credit of $5.00, a credit for service
  issues in the amount of $44.95, and the reconnection fee from the error in the amount of $29.00. This is
  a total of $78.95 in credits. That leaves the total due on the account in the amount of $44.95. A final bill
  will be going today for your records. Again, we do apologize for the confusion.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  ******* *******

  Customer response

  03/20/2024

  
  Complaint: ********
  
  I am rejecting this response because I cancelled my service on January 22nd.  This bill I have just received and attached to this response claims it is 30 days past due.  Again...I have provided the proof that I have paid my account up to Feb 1st, 2024.  I should not owe anything - as I did not want the service.  Watch would not cancel my subscription in January because they claimed I owed them the money that I have again proved I had paid them.  In February they tracked my January 22nd phone call that proved I had attempted to cancel my service. Please just release me from debt that I clearly do not owe you but you continually tie to me.    
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/6/23 I received a call from Watch Communications requesting a time for them to come out and "redirect our radio to a different tower". No big deal, so I made the appt for 2/7/23. 3 vans arrived for the appt. Some of the many guys were outside working on the radio and 2 guys were at the desktop doing something. I assumed "redirecting the radio". When they said they were done, they had added their own router to my existing one. I have always had my own router, didn't ask for theirs and mine worked perfectly well. I questioned them over and over about why they installed it and confirmed I wouldn't be charged for it. I was told "they recommend using their router but we wouldn't be charged for it". The guy said it was his mistake, he thought we already had one of their routers and were just switching it out but no worries I wouldn't have to pay for it. I was concerned so I called the office 2/8/23 and spoke to customer service and was again assured there would be no charges for the router that I didn't want or ask for. I received my March bill on 2/19/23 and there is a $14.00 monthly charge for the router. I called again on 2/20/23 and talked to ***** in customer service. I explained the whole thing and she said she would put a note on my record that I would not be charged the $14.00 but would call me back to confirm. She didn't so I called again on 2/23/23 and spoke with a guy in customer service telling him AGAIN I don't want the router, didn't ask for it and won't pay for it. He kept saying the price was non-negotiable and even if we don't use it, we will still be paying the $14.00 a month. This was total deception - how they are doing business. They represented this as a simple redirecting the radio and then installed a router that they won't take back and will force us to pay for. We have been customers of theirs for over 25 years. I want the router removed and the charges taken off my monthly bill.

  Business response

  03/12/2024

  Attached is a copy of our response.

  Business response

  03/12/2024

  [BBB Transcription via Attachment]

  Dear ***** ************,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  On February 5, 2024, our sales team called you regarding an available upgrade in your area. This
  upgrade would increase your speed from 10 megabytes to 15. During this sales call, our representative
  went over all pricing information including the speed package, the monthly equipment maintenance
  plan, and the monthly fee for the router rental. Our router is required as it allows our technical support
  team access to additional trouble shooting steps. We bridged your router with ours so that you can have
  the coverage of the one of your personally owned. During this call you were informed that the router
  rental would be a monthly charge of $5.00. Our apologies for any confusion, however our field
  technicians do not have access to your monthly charges or billing to advise on pricing.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  ******* *******

  Customer response

  03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  On 2/5/23 (I mistakenly said 2/6/23 previously) a lady from Watch called me and said they needed to come out and “adjust our radio” and that is ALL she said. There was no mention of "an upgrade". I thought it odd that they couldn’t do that when I wasn’t home, but she said they needed to get in the house. I assumed they needed to redirect something via my desktop as well. At NO time was the increase from 10 to 15 mg mentioned NOR anything about a required router NOR anything about additional charges. I would not have agreed to any of that as our service and router worked perfectly well. For Watch to say all these things were discussed with me is an out-and-out lie. Also, the router charge on this month’s bill is $14 not $5. And the customer service rep I last talked to said that will be an ongoing fee EVEN IF THEY COME BACK AND RETRIEVE THE ROUTER!

  I want Watch to take their router back, stop the $14 a month charge and refund me any $14 fees I’ve paid already. Also, they can put my service back to 10 mg.

  Sincerely,
  

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

  Business response

  03/18/2024

  [BBB Transcription via Attachment]

  Dear ***** ************,
  Thank you for reaching back out to us with your additional questions and concerns. The monthly fee for
  your router is $5.00 not $14.00. The $14.00 charge you are seeing on your bill is the total of the heading
  of “miscellaneous charges”. These include the monthly equipment maintenance fee of $5.00 and the
  router fee from 2/7-3/31 that totaled $9.00. This is a one-time charge from the time the router was
  installed through the current billing cycle. Our router is required, and the pricing was covered during the
  phone call with our sales representative. I do apologize for any misunderstanding or confusion that this
  process may have caused.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  ******* *******

  Customer response

  03/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  As I've stated in my previous responses, the ONLY thing discussed on the phone to me was "we need to come out and redirect your radio". Nothing else was ever discussed. I was having no issues with my service so there was no reason for me to ask/agree to any additional services/fees. I did not. This is a total fabrication on Watch's part. They are being extremely deceptive. If they have the recording of the phone call of me, I would love to hear it...with me agreeing to this. They cannot produce that because it doesn't exist.

  Also, if I signed something to increase my service speed and/or request their router, I would love to see that too. That doesn't exist either.

  This is just a way for them to milk more money out of customers who really have no other internet choice - and they know it. We were very happy with our service until Watch Communications bought out Only Internet years ago. What is happening now is just more of the same.

  Again, I want the router removed and all fees reimbursed. I want everything put back the way it was before they showed up on 2/7/24.

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

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our internet service provider was unable to provide us service from July 16, 2023 - October 10, 2023. Throughout this time, communication with the company's tech department occurred and although none of them would clearly explain the problem, it finally came to light that we were experiencing a "magma issue". While spending numerous hours on the phone waiting in line to talk to tech about our outage, our monthly bills of $88.57 were arriving and being paid in a timely manner. Due to the regularity of our calls, I was given a $44.00 credit in the month of September. After our internet became operational again in October, I have called every few weeks to talk to billing/customer service. After looking at the notes on my account, each of them have told me that the company was not sure yet how they were going to resolve the financial issue and that information would be communicated with me once that decision was reached. Once again, I called this morning (2/19) to see when the rest of my credits would be applied and the customer service agent assured me that communication via the form of a mailing had been sent to offer us an upgrade in December or January, but they were sure that the enrollment had already passed for that deal. I explained to them that no such mailing had arrived. They decided they would return my call after checking with their supervisor. My call was returned within a few minutes and we compared financial notes. The customer service agent assured me that we had been credited $170.12 ($44.00 in September and $126.12 in December) for our disruption to which I could confirm. I explained to them that even though I had received these credits, that I had been charged $265.71 for services that were not provided leaving a credit of $95.59 that I had not received. They apologized to me and I proceeded to ask if that meant that I was out the money and they confirmed that I was. I thanked them for their time and hung up the phone.

  Business response

  03/11/2024

  Attached is a copy of our response.

  Business response

  03/11/2024

  [BBB Transcription via Attachment]

  Dear **** *******,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  We apologize for the service issues your experienced while we were upgrading our system and have
  determined your request is reasonable. We have processed a credit in the amount of $95.58 to your
  account and have closed this issue out. Your credit will be reflected on your next billing statement issued
  approximately March 18.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  ******* *******
  

  
  

  Customer response

  03/11/2024

  
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Copies of email attached. 08-11-23 called rcvd explanation of service. Was told that it would have enough mbps to work. Installed 08-22-23, billed 08-25-23. The entire time I could not stay connected was cut off many times tech support was on hold for literally hours trying to get someone. If I need to take a photo of cell calls will attempt that also. 08-27-23(not even a week) Could not complete a full 8 hours anytime in 1 week ask to be disconnected. Since they used prior company wires into the house. They told me it would not be able to be completed until the 09-06-23. I had not solid Internet for entire time other than my cell phone data. Which I had to increase several times to get through. Sure seen a lot of DVD during that time frame. Since I do not consider this my fault to delay removal of said modem and sat is still on the side of house. I called previous company and they also were backed up until the 09-05-23 when they came back to reconnect my Internet to the old company. As you see on email dated 08-11-23 1st and 6th month were supposed to be free. So ******* should be by month. Not 2 months later putting into the system. I have called the after receiving the payment email and then again when receiving the written bill. "I was told I should not be billed and was assured it was taken care of 3 months in a row so 6 calls to billing/customer service. My at home work is required to have income for this household." I would greatly appreciate any help you can give me.

  Business response

  02/02/2024

  Attached is a copy of our response.

  Business response

  02/02/2024

  [BBB Transcription via Attachment]

  Dear *********************,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  Your service was installed on August 21, 2023. Our field technician notes at that time that it was a
  successful installation and verified that you were receiving 25 megabytes of speed. This is the speed
  package that was chosen at the time of sale. You began reporting service issues on August 23, at that
  time you spoke with our tech support supervisor who noted that you reported intermittent service,
  however at the time of the call the connection, equipment, and signal all appeared normal.
  You called us again on August 24 and spoke with our customer service team and requested a
  disconnection of your services. At that time we made a disconnection request, per our terms of service
  the ending date for your services and billing were set for September 1. You spoke again to our technical
  support team on August 26, and it was noted that your service operated as expected when your device
  was plugged directly into your modem as opposed to using your Wi-Fi. We thought your router may
  need to be replaced so we set up a service call date for September 6. However, when **************
  arrived you stated you had swapped providers and were not using Frontier.
  We completed your disconnection request and have since wiped the balance on your account of $29.40
  for the time you had our service in August due to the promotion that was running at the time of
  installation. However the amount of $99.99 that was charged to you on August 25 was for the
  installation of the service. We would not credit this amount as we did successfully install the service.
  We appreciate your understanding as we resolve this matter. Should you have any further questions or
  concerns, please do not hesitate to contact us.
  WATCH Communications. *************************************************** ************
  Sincerely,
  *****************************
  

  
  

  Customer response

  02/02/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried canceling my internet service the 1st time on July 24th. (Bill due date was Aug 8th). When I called it said the wait time was 73 mins. So I filled out a support ticket to have it canceled. Did not hear from them. I called July 28th while I was at work, said the wait time was 7 mins, I filled out another support ticket. Did not here from them. I called back on Aug 1st. it said the wait time was 29 mins, filled out another support ticket. I ended up having to call my bank and do a stop payment ($25 fee) since i could not get a hold of anyone and no one would call me back. In the meantime my wife went into the hospital on Aug 23rd for heart complications (ended up having a heart transplant). Not sure of the date, but i received a bill for the service at the end of August. Im only stating this because I had a lot going on- and I had already did my do diligence to cancel this service before the due date. I called back on Oct 17th, said the wait time was 26 mins so I filled out another support ticket. Finally they responded to this ticket that day but stated I had to call (Which i had already tried 4 times.) I called back again on October 20th and for the 1st time was able to talk to a person. He confirmed my service was terminated but said there was an outstanding bill. I told him i was disputing the bill and he said he couldn't do anything but gave me the email address to customer service. Emailed customer service that day. They did not respond until Nov 9th stating that I did not call to have my service disconnected. I responded to that email that day, I did not receive anything from them for 43 days. So i sent out another email on Dec 22nd. In some of these emails I requested to talk to someone higher up but was never able to. I received an email on Jan 2 that this was forward to their supervisor but I have never heard from them. In fear of this hurting my credit report i sent out a payment on 12/30. The check was cashed on 1/16. More-

  Business response

  01/31/2024

  Attached is a copy of our response.

  Business response

  01/31/2024

  [BBB Transcription via Attachment]

  Dear *************************,
  Thank you for the opportunity to address your billing concerns. We understand this has been frustrating
  for you. We conducted a thorough review of your account and the email and telephone exchanges. Our
  findings are below.
  Our records show that you emailed us three times July 25, July 28, and Aug. 1. The first two emails
  were misdirected to the wrong department. The third email Aug. 1 was sent correctly to Customer
  Service, and we show that we did respond requesting additional information so that we could process
  the disconnection request. Unfortunately, you did not respond to provide that additional information.
  Our records show that you also called us twice on July 28 and once on Aug. 1. Each of those calls lasted
  less than 1 minute and there is no record of you speaking with ***************** At that time, **********************
  ********************** was managing a significant disruption in service to much of our service territory. ***************** for our **************** queue were very high. However, we did ask in the abovereferenced email exchange on this same day that you provide additional information, and you did not
  respond to that request.
  Our records show that the next time you contacted us was two months later. Our **************** wait
  times had returned to normal when you called us on Oct. 17 and Oct. 20. We also show emails in which
  we asked you to call our **************** to process the disconnection request, which you finally did
  on Oct. 20. However, on Oct. 12, Watch Communications disconnected your account for nonpayment.
  Due to the long wait times to reach **************** representatives by phone, Watch Communications
  made the decision to have the Sales team process disconnections to expedite those requests. 
  WATCH Communications. *************************************************** ************
  We understand how frustrating it can be to hear of lengthy wait times to speak to a ****************
  representative. However, we did provide you with alternative ways to provide the information
  necessary to process the disconnection request either via email or by calling our Sales team.
  Unfortunately, you did not follow up on either of those.
  We have removed a $25 collection fee from your outstanding account balance. However, since your
  account remained active for two months and you did not contact us during that period, the monthly
  billing amounts for your account continued to accrue. Had you provided the additional information we
  requested in August, or had you contacted the Sales team, as we suggested, your account would have
  been disconnected as of Aug. 1, your account would not have accrued two more months of charges nor
  been sent to collections. Because of that, we are unable to provide a refund and the outstanding
  amount of $317.27 is still owed.
  We appreciate your understanding as we resolve this matter. Should you have any further questions or
  concerns, please do not hesitate to contact us.
  Sincerely,
  *****************************
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  [BBB Transcription via Mail]

  We began to have trouble with our internet in August. I lost the connection more and more often until by Sept. I would get kicked off and the "No Server" message would appear after only a few moments. It was also harder and harder to get online at all. In Sept. I spent less then 15 minutes not months or days-minuutes on the computer all month. The last day I got online was Oct 7 and I was kicked off a minute or two after getting connected. I called repeataly in Oct. and Nov. We had one service call on Oct 19. He was here over 1 hour but couldn't fix it. He said he'd need to get a tall pole, find someone to cement it in place to get above the interference. We were charged $52.00 in Sept, Oct, Nov, and Dec even with no service. Repairman offered us some credit and would try to get pole. 

  Business response

  01/30/2024

  Attached is a copy of our response.

  Business response

  01/30/2024

  [BBB Transcription via Attachment]

  Dear ***** & *********************,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  The first call that we received regarding your service was on October 11, 2023. During that call it was
  determined that your internet service was down, and a service call was needed. We scheduled you for
  October 31. When our field technician arrived for the appointment, he swapped out your equipment
  with no change in service. At that time he suggested that you would possibly need a push up pole since
  you sit behind a big hill that is covered with trees.
  On November 7, we spoke again with you due to still having service issues. We scheduled another
  appointment, this time to test for the push up pole, that was scheduled for November 21. On your
  scheduled day our dispatch team attempted to call and alert you that ************** was out sick, and
  we would need to reschedule. You called us back on November 22 and we rescheduled this
  appointment to November 28. During this service call we tested 40 feet for a signal, and we couldnt get
  a strong result. Our heat map supported the idea that we could not improve your signal by installing a
  push up pole. At that time the recommendation was to cancel service.
  A disconnection was put in for December 1 and this resulted in a credit on your account in the amount
  of $52.99. However, the review shows that additional credit was needed to cover the time from you first
  reporting the issue until the time you disconnected service, October 11 through November 30. With this
  additional service credit, your account now has a pending refund of $139.54. Our accounting team is
  processing your refund and it is expected to mail the first week of February.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  WATCH Communications. *************************************************** ************
  Sincerely,
  *****************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried to cancel my service with watch. I emailed into the sales rep that helped me in the past due to not getting anyone by phone on multiple occasions and this was before the 1st of the month. I never got a response from anyone. I finally got in contact on I believe the 4th I believe past the first of the month. They canceled it but then I asked if I will be charged for this month. They then said yes due to policy being u need to cancel before the 1st. I explained that I tried multiple times in different ways. She spoke with a supervisor and said okay we have taken that charge of you will not be charged anything. A month later I got a bill. I called back spoke with people explained and explained they said let me raise this to a supervisor and call you back. Never got a call. So I called back and same thing. Never got a call. Called back a 3rd time cause I wanted to make sure they didn’t send to collections. Got a supervisor named ******* ****** she tells me both workers that told me I don’t owe anything and that they would call me back are no longer with the company and she is sorry that they lied to me. Well sure enough they said they were going to send to collections. So I said I would pay it to stop it. Asked them to send me a confirmation on what they told me would happen which was they would not send to collections and would take the 25 dollar late fee off. I got the email confirmation. A week or two later get a letter from collections stating that I owe 148. I call watch to see why this happened. Try to speak to the same supervisor said she was busy that they would call back this was on Friday the 12th of January. Never got a call back. Called again on Monday the 15th of January same thing said she is busy and I will call you back. So as you can see they continue to lie to me and continue to not call me back making it impossible to get anything done.

  Business response

  01/25/2024

  Attached is a copy of our response.

  Business response

  01/25/2024

  [BBB Transcription via Attachment]

  Dear ****** ****,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  We pulled the call log from the phone number associated with your account beginning July 1, 2023, and
  only found a call on August 7, 2023 to our customer service team to request a disconnection of services.
  There was a call on August 5 however it lasted less than two minutes to our technical support team and
  was disconnected before a representative answered.
  Per our terms of service located online at ************************************************* ,
  “Cancellation of service will be effective on the last day of the current billing cycle. Watch must be
  notified by the customer to cancel services.” Our billing cycle runs from the first day of the month
  through to the last day of the month. This makes you responsible for the billing for the month of August.
  We emailed your final statement showing your account balance on approximately September 18 to the
  email that was registered on the account. When payment was not received in a timely manner, this
  account was placed into collections on December 4. You called us regarding your account balance on
  December 29 and we escalated your call. Your account was reviewed at that time, and you were advised
  of our disconnect policy and terms of service. You made a payment in full on your account and we
  removed the account from collection. The agent you spoke with at the time had the collection fee of
  $25.00 removed from your account to settle this matter.
  We appreciate your understanding as we resolve this matter. Should you have any further questions or
  concerns, please do not hesitate to contact us.
  WATCH Communications. *** ********* *** ***** *** **** *******, ** ************
  Sincerely,
  ******* *******
  

  
  

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: while the call log shows that it doesn’t show my attempted calls before the the 1st. This is what I explained I also  emailed before the first. And was not told until to late that I had to call in to cancel. So because of that I was told by a supervisor twice that I will not owe for that month that because I was trying to cancel before and could not get ahold of anyone via phone on the days then emailed explaining my request that I would not be charged again by a supervisor. Then you guys continue to just say this is our policy. I understand but because of what happened a supervisor told me that I would not be charged. Then on my calls later after Aug when I was billed I explained the whole situation on two different phone calls where I was told I would get a call back after speaking with a supervisor. 2 times this happened. Then I was sent to collections. While waiting on a phone call back from you guys. Then I paid in full to avoid further issue. I then received a letter from collections a couple weeks after paying. I have called 2 or 3 times to resolve that. I have an email saying I was removed but I wasn’t because collections is asking for money. I have tried to contact the debt collection company and they never answer. I have also tried to contact you watch about this because I have paid and again was told I wouldn’t be sent to a collector. I have called multiple times now for this issue to speak with a supervisor and everytime “they are at break” “ I’ll have them call you back” and I don’t get a call back. So now I have no idea what is goin on with that. I have paid and should not have that in collection you tell me it’s not but how do I know for sure when I get a letter from collection on it. this has gotten way out of hand. A total 5 or 6 times I was told 1 thing and got another thing. The employees continue to not call back they continue to tell me you won’t be charged and I was. You won’t go to collections and I was. You have paid we have removed you but I wasn’t. I will call you back and I never do. I do not at this point now how to fully resolve this. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Watch was my internet provider and I was having problems with my internet so I called Watch and they said it was on my end this was in June of 2023 after 3 calls they said they would send someone to check it but no one came so in July I called again and complained and told them no one came out and they said I did not ask for service so I contacted HDER Link and they hooked up with their internet on July 20th, so that afternoon I called Watch and told them to cancell my internet and I was not going to pay the bill for July because I hadn't had internet for 2 months. I recieved a bill so I called Watch and they told me to disregard the bill then the following month I recieved a bill and I called and was told to disregard the bill then in October I recieved a bill and I called and they told me that I had to pay the bill because I didnt cancel until September and I told him he was wrong and he was suppose to look in to it and call me back and he didnt so I called again and she told me I didnt cancel until August and I told her I wanted to talk to a Supervisor and they said she was busy and she would call me back, a month later she called me back and she said since 90 days had passed she couldnt do anything, I was frustrated so I paid the bill on November 30th and yesterday I recieved a bill from a collection agency stateing that I owed that bill and a collection fee. After I paid the bill I checked my account and it said I owed nothing. And also every time I call Watch I would be put on hold anywhere from 30 minutes to a hour

  Business response

  01/16/2024

  Attached is a copy of our response.

  Business response

  01/16/2024

  [BBB Transcription via Attachment]

  Dear ****** *****,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  Per the notes on your account you called on July 17, 2023, to report your internet was running slow and
  was transferred to our technical support team for assistance, however it appears that you didn’t speak
  to an agent before disconnecting. The phone number on your account recovered no additional notes or
  calls until August 22, 2023, when you requested a disconnection of service from our customer service
  department. Additionally, we check our email system and found no notifications of systems issues being
  reported or of a previous disconnection request.
  Since the notice to disconnect was received on August 22, per our terms of service, the disconnection
  date was set for September 1, 2023. On that date services and billing were stopped. You called us on
  November 3 and asked for us to review your request for credit from July to the account. We reached
  back out after your account had been thoroughly reviewed. At that time you were notified that your
  request for credits for the months of July and August were denied due to: being beyond our 90-day
  policy to request credit as well as the lack of supporting documentation that issues were reported to us.
  At the time that you requested a disconnect of service, the last payment we had received was on June
  28 in the amount of $45.35. We have since received a payment on November 30 in the amount of
  $50.35. This cleared the balance on the account. However since that was sent as an electronic check, it
  hadn’t cleared when we sent your account details to our collection company. We have since removed
  your account from collections and closed the account.
  We appreciate your understanding as we resolve this matter. Should you have any further questions or
  concerns, please do not hesitate to contact us.
  WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY ************
  Sincerely, 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We disconnected our internet service 10.1.23 and were told that our service deposit of $88.20 would be refunded within 8 weeks. I emailed the beginning of December about the refund and was then told it would be refunded in 8 weeks from the cycle date of 10.18.23. January 2nd, I called because the refund hasn't been received yet and was told it would another 2 weeks before the check would be issued. They refused to expedite the process and wouldn't let me speak to a supervisor to address the issue. It shouldn't take 3 months to receive the money we are owes.

  Business response

  01/15/2024

  Attached is a copy of our response.

  Business response

  01/16/2024

  [BBB Transcription via Attachment]

  Dear ******* ****,
  Thank you for reaching out to us regarding your refund concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  We understand waiting on your refund check can be a frustrating experience. On September 14, 2023,
  you requested a disconnection of your service. Per our terms of service, both your service billing was
  stopped as of October 1. On October 6 we received an ACH bank payment from you. This resulted in an
  expected refund on your account in the amount of $88.20 when your final billing statement was issued
  on October 18. Our refund policy states that all refunds are issued in the form of a physical check mailed
  to the address we have on file 6-8 after your final billing statement is issued.
  Due to a system error your refund had been delayed. Our sincerest apologies for the frustrations that
  this had caused. I have sent your account information to our accounting team so that we can escalate
  this situation and get your refund mailed out by tomorrow.
  We appreciate your understanding as we resolve this matter. Should you have any further questions or
  concerns, please do not hesitate to contact us.
  Sincerely,
  ******* *******

  Customer response

  01/16/2024

  
  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.
  
  Sincerely,
  
  ******* ****

*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. ↩