Complaints

This profile includes complaints for Whitetail Disposal Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Whitetail Disposal Incorporated

  334 Layfield Rd Perkiomenvlle, PA 18074-9558

• 

  Whitetail Disposal Incorporated

  788 DeKalb Pike Blue Bell, PA 19422-1266

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:09/26/2023

  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.

  My wife and I were using ***** ********** for our garbage disposal. Whitetail Disposal sent a sales rep to my house with a better deal, so I agreed. This was approximately 7/1/2023. The deal was for garbage and recycling removal every Thursday for $93 for 3 months.
  My recycling was not picked up one time on the scheduled day. Not one single time. Strange thing is, my garbage was always collected. Every single Thursday I would get home at 4:00 and would have to call and ask why I was not picked up and schedule another pickup. Every Thursday I was promised it would not happen again. I let the associate answering the phone handle it the first two weeks. When it was clear she would not be able to help, I asked to speak to a supervisor. Literally every single time I called, I was told they had left for the day, and a request for a call back would be submitted on my behalf. I never received a call from the supervisor. Ever. I got a call from the shift supervisor I spoke with once, but that was it.
  On 9/11, after roughly 6 weekly calls with no results and not even a conversation with a supervisor, I called several times in the day starting very early and finally connected with a supervisor late afternoon. @ 3:45, a woman named **** got on the phone and told me she was the supervisor and would try to help me. I told her I had been calling for 6 weeks, had not gotten any help, and didn't even get the decency of a phone call. Worse still, my problem was still going on. I told **** I did not want to do business with them anymore, I did not want to pay a cancelation fee, I wanted a refund, and I wanted them to come get their garbage cans. **** completely agreed to this. As of today, 9/26, I have not received a refund, I still have the garbage cans, and I have received no call or email acknowledging our agreement and giving instructions for the removal of their garbage cans. I am flat out being ignored by Whitetail. PLEASE, help me!

  Customer Answer

  Date: 09/28/2023

  I made a mistake in my initial report. The date my service began with Whitetail was 6/1/2023, not 7/1/2023. Furthermore, my wife and I called yesterday, 9/27/2023 and were blown off again. My wife called at 2:30, and I called at 3:30. Both times we were told ****, the manager, would call us back. At 4:55, we had not gotten a call back, so I called again. I was told **** had left for the day and there was no one that would speak to me. I was told I would not be given an extension, or phone number for a supervisor, and **** was "still waiting to hear back from her boss." This means they could not fix my pickup issue over 3 months. I was always told "they were waiting to hear from" whatever department or boss. I do not believe this, I believe nothing was done, and I was ignored. It's hard to believe it takes 3 months to contact their own pickup department, and a further 2 weeks (so far) to hear from a manager to simply cancel service, issue a refund, and pickup their trash cans. I have been less polite with each passing day, and their staff have been equally increasing in rudeness. I do not want to continue fighting with these people that clearly do not care. I just want a refund, a guarantee my contract is canceled without a fee, and the garbage cans removed. Thank you. 

  Business Response

  Date: 10/02/2023

  We are very sorry to hear about these issues! We currently perform over 250,000 residential trash and recycle collections per week of which 99.8% are completed successfully, on time and without issue. We are continuously working to improve our services with a goal of 0 reported service challenges. I do see when you had signed up with a sales team member, an agreement was signed confirming that we would be providing service for 1 year and if you would choose to cancel service prior to the end of the first year, there would be a $75 cancellation fee. Due to the challenges that you have reported in service, our team did make an exception to cancel the account and provide a refund, additionally waiving the cancellation fee. Our equipment team is in the process of scheduling the equipment to be removed. Once this has been confirmed on schedule, an email will be sent to confirm this time frame. Refunds are not processed until we have successfully retrieved our equipment. We will continue to remain in contact via email with confirmation of can removal. 

  Customer Answer

  Date: 10/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  You did not address my complaint at all. You seem to be ignoring and diminishing my complaint. I don’t care what % you get right, frankly. You did not pick up my recycling on time, call me back, or email me for 3 full months. I had to call and be very rude time and time again to get any help at all. Your business has not been in contact at all. What emails or phone calls are you talking about? Not one person has called or emailed me.  Zero. As a matter of fact, I spoke with **** again on Thursday 9/28/2023. She confirmed I would get a refund and you’d pick up your cans I explained to her for the 3rd time no one calls me back and I never receive an email. I specifically asked **** to just write me a short email confirming the refund, the cancellation of the fee, and a date for the can pickup. She promised me she would write it right after we got off the phone. I never got an email. I made sure she had my wife’s correct email before we got off the phone. Your message is broad, insincere, and does not at all address the problems I had. I made the arrangements for my refund, and the removal after yelling and screaming. You have no right to frame this as though you handled ANYTHING, or are somehow helped me. I insisted on my refund, and waving the fee, which was also a fight. I’m asking you acknowledge how badly you still continues to treat me as a customer and to take responsibility for this nightmare you put me through. Your dismissive response is saddening, but not surprising.   
  

  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 10/17/2023

  *** *******, we are very sorry to hear that you feel your concerns were not addressed. At this time, we do show that the equipment has been removed from the property as requested and the account cancelled. The referenced emails were in regard to upcoming notifications of these actions. In regard to your concerns of being unable to reach out team for three months, our management team is actively researching the call logs to investigate this. At this time, we are confirming records of calls at the end of June, 2 calls in July and 2 calls in August. Our team will continue to investigate these as we do take all concerns very seriously. Thank you for bringing these concerns to our attention.

  Customer Answer

  Date: 10/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  To start, this is a better response, so thank you for that. I am not choosing this option to "reject" your response, rather, I would like to keep this complaint open until this matter is fully resolved. I was promised a refund, and as of this moment, I have not received one. Furthermore, I am concerned with accountability specific to the multiple employees who promised me they would personally handle my problems and never did. Again, this was not one or two times, this continued to happen without any attention for several months. I hope you consider that as egregious as I do. I will not consider this matter taken care of until I am given some kind of explanation as to who allowed this to happen, or at least why this happened. I believe I deserve that response at least. I am also still awaiting my refund which I was offered, I did not demand it. To end on a more positive note, your response this time was more personal and sincere, so I do appreciate it. Please, let us work together to come to an amicable, and compete resolution of this matter. 
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Whitetail disposal for trash removal on July 25th and was charged $87.00 for their service. I contacted them when I did not receive trash cans and was told they would not service my location. Then they dropped off the trash cans! I have contacted them 4 times to request my refund and each time they tell me that I will not get a refund until they pick up the trash cans. It has been 2 months and I do not have a refund and they have not come back for the cans.

  Business Response

  Date: 09/25/2023

  We are very sorry to hear of this difficulty. Unfortunately, after the signup process, it has been determined that we were unable to provide the level of service and quality of service that Whitetail Disposal provides our customers due to the potential difficulties in servicing your road. I do see that our team has arranged removal of the equipment and the refund request has been approved. The credit card that was used for the payment has been refunded however depending on the type of card, the refund may be held by the bank / credit card company for additional days. You should have received an email confirmation of this refund and will be able to follow up with the bank or credit card company for additional information. 

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a trademark can that went missing a while back during a storm.I called whitetail and let them know.Said they would drop off a can but never did.In the meantime I have been using my own can.Trash does not get picked up sometimes because it is not a White tail can.I always put it out along with the old trade mark recycle can Last week they got the recycling but not the trash.I called and got same response they will send a recovery truck out but never did Am now waiting for a whitetail can but it hasn't come yet.It didn't before either If and when I do get a new can I don't think I should have to pay the 89$ for it or what they charge since we paid for the trademark can years ago.I didn't find that can after the storm so I am guessing whoever found it is using it.

  Business Response

  Date: 08/17/2023

  Whitetail Disposal does our best to respond to all customer concerns and resolve the underlying issues as quickly as possible. After a recent phone call with our team, an order was placed in for a Whitetail trash container to be delivered at no extra charge. We are actively working on having this done as quickly as possible. Our team will also follow up to confirm completion. 

• Initial Complaint

  Date:07/25/2023

  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.

  Terminated Service since selling house in May 2023 and have a refund of $48.00 due that has not been sent as requested since May. Have called company many times since May 2023 and told that a manager would get back to me but never has returned phone call. Service was terminated due to my mother passing away and the house was sold. I am the son and Co-Executor of estate trying to get refund for her estate beneficiaries.

  Business Response

  Date: 07/31/2023

  ****************, we are very sorry for your loss. Unfortunately refunds, particularly when they are issued via check, can take some time to be fully executed and received in the mail. As requested, a member of our management team will be reaching out shortly to assist further. 

  Customer Answer

  Date: 08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Whitetail Disposal in March 0f 2023. We agreed that my service would begin April 6, 2023, as my other service was ending March 31, 2023. I was told that trash cans would be delivered at least 2 weeks before service was to start.Well the cans never were delivered. When I contacted Whitetail, and spoke to ********, she told me they were out of cans and it would be at least 2 to 3 weeks befote they could supply them, even that was uncertqin. I asked if I could put mey trash out in trash bags for pick up until the cans arrived They said no . I had to use another trash company. In the mean time, I contacted my credit card company and filed a dispute. **** agreed with me and refunded my $87.00. Now Whitetail is dunning  me for the $87.00. I spoke with ****** on 7/10/23 and she had no answers. She said she would have a Lead Supervisor call me,That did not happen****** said they b wanted a copy of my crredit card statement, which I refuse to give them.I do not feel they have a right to my personal information. **** did advise them of the charge back. That should be that.

  Business Response

  Date: 07/19/2023

  We are very sorry for any confusion. At the time of the account cancellation on 4/10/2023, the customer service team member who assisted in closing the account has placed on a refund request for $87.00. This was approved by management and issued 5/15/2023/ The credit card chargeback was then completed 6/5/2023. As we had already issued a refund for the start-up amount as previously agreed, when the chargeback hit it had provided a second $87 credit. One payment had been returned twice, first via refund by Whitetail Disposal and second by the credit card company. The initial refund of $87 is due back to Whitetail Disposal based on this. There will continue to be an $87 charge on the account until this has been rectified. 

   

  Customer Answer

  Date: 08/10/2023

  IfWhitetail had refunded my money or responded to my phone calls, this would never gave occurred.  Secondly, in my more than one hour trying to straighten this out with ****, they admitted to a double charge back and said they had corrected it with Whitetail’s  bank on 6/27!!

  Lauren from Whitetail has never responded to my many phone calls, or this would have been resolved months ago.  I also think since the double charge back came from ****, that Whitetail should have been dealing with ****!!, 

  Until someone from Whitetail, who has authority (******) communicates with me by phone I do not see the possibility of this being rectified! 

  Thank you for your help

  ***** ******
  
  

  Sent from my ******

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May, 2022 a Whitetail Disposal sales Rep came to the door trying to sell switching to their company. Which I agreed to because of the 96 gallon cans and just under 100 dollars every 3 months for garbage, and recycling. They dropped the cans off within 2 weeks. But after over a month they hadn't picked it up yet. Then I called and they sent they aren't doing our area. After 5 months they still didn't reimburse the money. Then I called once again in December and they said they were servicing our area again. So I said if they come get the garbage they can't put the initial money towards this time. Which then it went okay till June 2023. Now they just left a message saying they aren't doing our area again. I couldn't get back with my original company without paying double what I originally paid because I was no longer grandfathered in. They should be warned about. It should be illegal really.

  Business Response

  Date: 06/28/2023

  ****, we are very sorry for these issues. Unfortunately due to the road conditions, it has been determined that there is too great of a safety risk to continue servicing. We are providing a refund for the upcoming quarter of service that was paid for; we do need to ensure the cans are removed prior to the processing of this refund. 

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since April 26, 2023 I have been putting up to the permitted (according to Whitetail's website) 3 lawn bags out with my trash. The bags are not heavy and are untied as per Whitetail's request. Their driver continuously collects the trash from the cans using the mechanical arm on his truck but refuses to get out of the truck to pick up the bag(s). I have seen him do this on 2 occasions. I called Whitetail on 4/26/23 (2:45pm), 5/4/23 (8:10am), 5/10/23 (2:53pm), 5/24/23 (1:30pm) and 5/25/23 (2:28pm). During each call I explained the situation and was told they would send another driver out 2 days later to collect the bag(s). On 5/24/23 I spoke with who agreed "this needs to be escalated to a supervisor, and one of the 3 of them will call you". I called again on 5/25/23 as I had not heard from anyone and was told by ******* "you are on the list for them to call". As of today (5/31) no one has called me yet from Whitetail. This clearly is an issue with the driver because other Whitetail clients I know that live in nearby neighborhoods never have this issue. In addition to the monthly Whitetail charge, they also charge a "fuel surcharge" that would be less if a second driver didn't have to come to my property every week to collect the ignored trash. All I want is for this driver to do his job and collect ALL of my trash. I have better things to do with my time than placing a call to Whitetail literally every Tues/Wed for uncollected trash that I pay to have collected.

  Business Response

  Date: 06/01/2023

  We are very sorry to hear that you have been experiencing these issues. Our customer service manager has been in contact and is actively working on resolving this issue for you. We will continue to remain in touch to ensure this has been resolved. 

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 3rd, a Whitetail trash truck hit and destroyed my sons basketball net that he received as a Christmas gift and he uses everyday. I wouldn’t have known how it happened if it wasn’t for my surveillance camera. The driver of the truck hit my sons net at the bottom of my driveway and dragged it to in front of my neighbors property, got out took it off the truck, left it there where he stopped and got back into the truck and drove off. I called and filed a damage control ticket and was asked to send the video of the incident and someone would contact me. Three weeks later and many unanswered inquiries, I finally got a return call on May 24 at 3:07pm from a customer service rep who told me that her and the supervisor reviewed the tape and saw the destruction and asked what I wanted for the damage. I told her that I just want his net replaced. She asked what kind it was and I gave her the name (******** 52” portable basketball hoop), she ******* it and told me that it’s too much money and the supervisor said he would pay $200 for it. I looked and there was nothing comparable on the market to replace it for $200. She said unfortunately they’re not willing to replace it for the same item they destroyed because that’s just “too much for a basketball net (it is now on sale for $450 which is less than what it was bought for). The customer service rep also gave me unsolicited parental advice and said that she “wouldn’t allow her kids to play basketball in the street”. I informed her that my sons are 12 and 13 and play responsibly at the bottom of my driveway on the cul de sac where we live within the development we live in. My sons waited a long time for that basketball net and are now without one due to their destruction they won’t take responsibility for.

  Business Response

  Date: 06/02/2023

  Whitetail Disposal has spoken to this customer and fully resolved this concern. We very much do apologize about any difficulty you may have experienced and thank you very much for helping us to resolve this issue. 

• Initial Complaint

  Date:05/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my trash service in November 2022 to be effective at the start of the next quarter that was set to begin on 12/1/22. My account had already been charged on 11/2 for $96.00 so I had asked if I should just set the cancellation to begin after the next quarter had ended. I was told it was no problem and they would just refund me. I reached out on 11/29 because I had not received my refund and know it usually takes a few days, but at this point it had been a few weeks. I received a response stating that the refund would be issued 6-10 weeks after they come to pick up the bins - and they provided no information on when that would be. Although I was annoyed that I was not given that information prior (and it would have just made sense to keep the service running through the quarter like I initially offered to do) there was nothing I could do at that point but wait. The bins were finally picked up around Christmas so I assumed that worst case scenario I would receive the refund in mid-March as that would be 10 weeks from the pickup. When that time came I called in and they said that the refund was processing. I waited a few more weeks and called again, I was told that they would check with the department that does refunds and get back to me. No one called me back so I sent a follow up email. On April 28 I received a response stating that the refund was approved on 1/11/23, and that they reached out to accounting again for an update and would get back to me. Once again I received no response so I sent a follow up on May 5th with no response, called again on May 9th with no call back again as promised, sent another folllow on May 17th, and called again on May 22nd - again being told they would call me back with info. It is now May 25th, more than 6 months since cancelling my service and I still do not have the refund that I was promised. I have attached one of the email chains showing some of this correspondence.

  Business Response

  Date: 05/31/2023

  Typically, Whitetail Disposal does not offer refunds upon cancellation of service however due to the circumstances, this was approved. As the payment was completed via e-check, the refund did need to be returned via check through the mail. We did receive your call that this has not yet been received and our team is actively working on attempting to track down that initial check and taking the necessary steps to ensure this refund is received. 

  Customer Answer

  Date: 06/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not recall the exact dates, but my trash company and I have been back and forth for a very long time about the fact that they cannot pick up my trash, even though I pay them every quarter. At or around September of 2022, I filled my trash can up to the brim. Trash day was on Monday, so when I returned home that evening, it was still full, they didnt pick up any of the trash I left out. Long story short, it took 3 weeks of back and forth phone calls in order for them to finally pick up my trash for the service I paid for. They mentioned something about drywall in the trash can, which there wasnt, and they were giving me constant attitude and constantly hanging up the phone on me without resolving my issue. It was some time ago, but I remember the emotional details.I fell into financial hardships, so I had to stop paying my trash collection bill for some time. I live alone, so I dont accumulate much waste. They continued picking up my regular trash every week until the billing period ran out, which I was okay with; I stopped paying so then they stopped giving me service, this is understandable.What is not understandable, however, is that they bill me late fees for a service I do not get. I had to pay their 91+ late day bill, when not once they came over to pick up my trash I left out for them. It makes absolutely 0 sense as to why I need to pay a full $234 bill and a massive late fee for a service I was not using for some time. Overall, I wasnt going to complain about 3 weeks of missed service during September of last year, but this massive bill is ridiculous. I was trying to save up enough after paying a ton for taxes and running into financial hardships, yet they still bill me as if I was still using their service. I just wish to get some kind to reimbursement, because Im sure their customer service already dont like me after the 3 weeks of back and forth from them.Attached is a screenshot of the latest bill.Thank you,****

  Business Response

  Date: 05/22/2023

  I am very sorry to hear about these issues. Whitetail Disposal is a family owned company and as such, we certainly do our very best to work with our customers when they do experience any type of hardship. We do ask that if this does happen, please reach out to our team to explain the circumstances and what type of arrangement you may be willing to make, we do have the ability to help in some capacities or to temporarily suspend service if necessary. We do see that a payment has been made on the account, the service will be restored this week. We strongly urge any customers experiencing any type of difficulty to reach out to our team via phone, email or our new Livechat (agents available Mon - Fri 9am to 4pm) so we may assist.