Complaints

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

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  Valley Telecommunications

  102 Main St S Herreid, SD 57632-2500

• 

  Valley Telecommunications

  PO Box 7 Herreid, SD 57632

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:01/25/2024

  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 was paying bill since 2019-2023 I call complaining I don’t have service said I need to cancel my service the told me if I cancel I have to pay the penalty so I ignore paying bills without service after 2 yrs I call I need to cancel my service your not providing so the come and fix the problem I still have no service then I keep calling still no service last December 2023 I told them I did not have internet connection then that’s time the install router I have internet connection since 2019-2023 no service but I’m paying bills now the disconnect because I forget to sign the papers then I have to pay penalty to install again I told the lady you never give me service for 4 yrs now you ask for penalty if the did not put router in the basement I don’t have service now . If the don’t believe me the have to do experiment take out the router in the basement then the can tell I have no internet connection at the house for 4 yrs May be I have but very low I can’t even use computer or any cell phone I want my money back for the bad service the give me I hope you can help me I been thinking reporting this case but I’m so busy I have no time doing it. Since the install internet connection in 2019-2023 I have bad service last December I toll the guys I don’t have service since the install I hope your my hero he looks put a new router in my basement then I have wonderful connections but before December 2023 I don’t the come and look said the fix it but I don’t have Service. The never bother to look that there is no router I want refund money since the install 2019-2023 November thank you so much I hope you can help me

  Business Response

  Date: 02/26/2024

  Response to Complaint ********
  In checking our billing records, I can see that the customer was installed for
  services in 2019,
  
  I am also able to see that the customer had logged a total of 3 trouble reports
  during the time she had active services, that are dated, 8/27/2020; 8/15/2022
  & 12/1/2023 each time a technician went onsite to resolve the trouble
  reported.  2 of the trouble tickets had premise equipment replaced
  (8/27/2020  replaced network module &
  12/1/2023 upgraded ONT & router) and one time the equipment was rebooted to
  resolve the trouble (8/15/22) 
  
  The account was paid EFT and when an issue came up with reoccurring payment on
  the EFT my Customer Service Rep & Billing Department both visited with her
  regarding payment for the account which she did make payments over the phone
  Aug 2023, Sept 2023 & November 2023 to our billing department, a new EFT
  form was sent her to her to resume auto payment, which she returned but it was
  not signed so we were unable to update her EFT on record causing issue with
  payment on the account.  My CSR tried multiple times to reach the customer
  as her voicemail box was full on the phone number of record.  
  Due to ongoing issues with the EFT & payment, the customer called and
  requested that the account be disconnected permanently on January 26/2024. 
  My CSR offered to waive reconnect fees due to the issue with her setting up the
  new EFT, but the customer refused and wished to make her disconnect permanent
  at that time.  Our technician picked up the equipment from the customer on
  1/30/24 and technician said she did not mention a complaint to him at that time
  either.