Complaints

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

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  Vexus Fiber

  4006 W Loop 289 Lubbock, TX 79407-3738

• 

  Vexus Fiber

  312 E 3rd St. Burkburnett, TX 76354

• 

  Vexus

  3453 Curry Lane Abilene, TX 79606

• 

  Vexus

  2221 W Interstate 40 Amarillo, TX 79109

• 

  Vexus Fiber

  3818 Olton Rd Plainview, TX 79072

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:07/11/2025

  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.

  On June 5, 2025 I canceled my internet service with the Vexus Fiber and they sent me a return label for the equipment, and on the same day I sent the equipment back, and I still got charged for the month of June, but I was okay for that thinking that it might be because I canceled on the middle of the billing cycle, but I am still getting billed for July, and so I called the customer service which took me 3 calls with at least 20 mins wait on each before I am able to talk to someone, and the person I talked to told me that they never received the equipment/modem/router, but according to the tracking number the equipment has been received since the 11th of June, and signed and received by *.*******, I have all the emails and gladly recorded all of the conversations of all of my phone calls and saved all of the documents to prove this claims. And according to **** these practices are illegal. I know it is not a big chunk of money but that is a $94.84every month where I can use for something else to provide for my family, I dont even live at the house anymore and moved here in **, that is why I made sure that everything was squared away. Do I have to get a lawyer for your company to fix these issue and go to small claims court for $94.84

  Customer Answer

  Date: 07/15/2025

  Good afternoon, I would just like to inform you that my complaint has been addressed by the Vexus Fiber (********), I want to say thank you to guys for helping me.

  Business Response

  Date: 07/15/2025

  Thank you for passing along the concerns expressed by ****** Canaveral and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

  Customer Answer

  Date: 07/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ended my subscription with Vexus Fiber on May 23rd 2025. I called Vexus and the customer *** zeroed out my account. He said he removed autopay and I will not be billed, that auto pay was removed, and there is no remaining balance since I pay forward in advance in the cycle.However, on May 27th, I was billed again for service. I called to get a refund and the *** agreed I was incorrectly charged, and said they will put in a refund request. However the refund never came. So I charged back the initial charge and my bank ruled in my favor. However they keep attempting to bill me on my statement for two months now. I have since removed my autopay manually, but more recently on July 3 I was once again charged for another month of service. I cancelled my service on May 23rd. Between May 23 and July 7th, I have called and spoken to Vexus customer service at least 6 seperate times. Each time they agree it was a mistake on their part and at I will get an email confirming that my account is closed out, in the next 24 hours. These emails never come and I keep getting overdue statements. At this point they do not owe me any money. This complaint is only to go on record for them so that they do not expect anymore money from me going forward and to protect any unjust collection charge, as of course I will not be paying for service that I have cancelled months ago. I am only seeking a billing adjustment, and for Vexus to give written NOT just verbal verification that I do not owe any money.

  Business Response

  Date: 07/09/2025

  Thank you for passing along the concerns expressed by ****** ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After over two years of usage without a contract, I cancelled my Vexus service, packed all their equipment and mailed it by ***** to them with a mailing label that they sent ****** I get an exobitant bill including charges for long distance telephone, which had never been mentioned before.

  Business Response

  Date: 07/09/2025

  Thank you for passing along the concerns expressed by **** ******** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

• Initial Complaint

  Date:07/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They told me I had 14 days to ship my equipment back. That was on May 23, I sent the equipment back on May 30, they received the equipment on June 3. If I had 14 days, it only took 12 days to get the equipment back so I shouldn't be charged but the man on the phone told me that they didn't receive it in time. The last 2 times I called them they never mentioned my equipment not getting to them in time and told me they were closing my account, I even received a refund from them from the month of May that they charged me when they told me they would no longer be charging me for their services. Vexus is seemingly a crooked company they are committing fraud and stealing people's money. They are really trying to charge me $180 for services I have not used and equipment I have been returned...they would not let me speak with a supervisor and I'm tired of dealing with this.

  Business Response

  Date: 07/09/2025

  Thank you for passing along the concerns expressed by ******* ****** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was double charged on my account back on 04/07/2025. Payment was taken out for $66.24 on 04/07/2025. Then the very next day $66.24 was taken out again on 04/08/2025. I had tried calling multiple times to resolve the issue. I finally was able to speak to someone and was directed to send an email to billing support. That email is ********************* I did receive an email back from a lady named ***** her email is ********************** She asked me to send over a statement showing the double charge, which I did. I haven't heard anything back and can't seem to get anyone to answer phone calls or send an email back to me on this matter. All I wanted was an answer as to getting my money back or crediting my account.

  Business Response

  Date: 07/15/2025

  Thank you for passing along the concerns expressed by **** **** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vexus added fiber to our neighborhood. The cover to the box in my front yard is gone. More than likely it was not installed properly. This leaves a hole large enough for person to step in and break an ankle or a leg. The cover needs to be replaced ******* address is ************************************. The hole is on the property near the street and is about 2 feet wide by 2 1/2 feet long.

  Business Response

  Date: 07/09/2025

  Thank you for passing along the concerns expressed by ****** ******** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

• Initial Complaint

  Date:07/02/2025

  Type:Order 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.

  Vexus closed the store in **************** On May *******. I moved to a new home and Vexus was not available in the neighborhood so I had to cancel my account. I followed the instructions to send all equipment back via *****. I have ***** tracking number and photos of the packed box. I have contacted them three times and all three times they say it is resolved. It is not, they continue to bill me for equipment I sent back and keep threatening me with canceling my account. I just want them to cancel all bills and leave us alone.

  Business Response

  Date: 07/09/2025

  Thank you for passing along the concerns expressed by ***** ***** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

  Customer Answer

  Date: 07/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/01/2025

  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.

  I have been a customer for about a year with **********************. Recently they closed the physical office due to financial issues and moved it back to ******* as according to email. On 2 seperate occasions, they have demanded a payment of $0.01 after I have made my monthly payment 2 weeks ahead of due date but the demand payment with threats of services being interrupted. On both occasions I have tried to reach them by means of phone, number provided via their website, and by email, link also provided through website, to resolve this situation. At current, I have tallied over 100 minutes of wait time with 0 (zero) minutes and/or seconds of verbal communication. I have also, to date, not received response via email in regards to inquiries.

  Customer Answer

  Date: 07/08/2025

  Through the combined efforts of both the BBB and the **** I did receive a voice-mail from someone by the name of **** with Vexus Fiber with an unsatisfactory attempt to remedy the issue. Unfortunately **** blamed the "invoice generator" and I still owed the ***** but in good faith she (****) "waived" the ***** however I've just received an invoice stating the "$64.84" was do again. The reason this is unsettling is the fact I obtained their services in October 2024. Aside from the initial payment for October, my bill has been fixed at "$64.83" except the 2 times in question, and obviously this month's invoice. From my understanding, a company cannot increase without some sort of explanation. I've kept written records of my budget for several years. It is plainly wrote and have yet been provided an explanation. The phone number provided in the voice-mail is also unanswered. I've no choice but to continue asking for help.

  Thank you,

  ****** Morando 

  Business Response

  Date: 07/18/2025

  Thank you for passing along the concerns expressed by ****** ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

  Customer Answer

  Date: 07/24/2025

  I have reviewed the business response and accept this resolution. Albeit, the response was a "pay off" of which is most generous but will not correct their call center inability to answer communications in a timely manner. I spoke as much to an individual named ****** I believe. He failed to provide adequate assurances and placed blame on "parent company" however, I said I was satisfied so therfore I am. In the future, I am sure I'll have no recourse but to use this manner of resolution if there ever be the need to do so again. Thank you both in this matter, case closed! 

  ****** Morando 

• Initial Complaint

  Date:06/30/2025

  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 cancelled our Vexus internet at the beginning of May 2025. I returned the equipment. I was told I would receive a refund for our May ********** June, my credit card was charged for another month of internet. I called multiple times, finally getting someone on the phone after hours on hold. They apologized, and said I would be refunded the money in July. I said that made no sense since I shouldn't have been charged in the first place. They apologized, but said they couldn't fix it. I asked them to make sure to delete my credit card from their system as I was afraid that I would continue to get charged when I was no longer using their services for my **************, almost July, I get a bill from them, saying I have a past due amount, and owe another month and that I have a balance due immediately. How am I still in their system to receive bills? This makes no sense. And when I try to call, I spend more time on hold unable to get someone on the phone. Please help.

  Business Response

  Date: 07/15/2025

  Thank you for forwarding ****-****** ******** concerns and we apologize for any inconveniences they may have experienced (or any misunderstanding that may have occurred) . We have attempted to contact them to discuss this matter but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our call, or contact our *************************** at ************ should there be any additional concerns.

  Customer Answer

  Date: 07/15/2025

  I am rejecting this response because:   
  if they have tried calling me, they have left no messages with a number where I can return their call other than the customer service number that is the only number provided anywhere. I reached out to customer service on July 7th. After several attempts being on hold for hours, I finally spoke to a nice woman. Her name was *****. I was on the phone with her for over an hour, and she assured me that she would get the issue resolved. After an hour, she told me that if I needed to get off the phone because it had been over two hours total on the call that she would call me back. She did not call me back  

  Since then I have received a refund for $69.60. However, VEXUS still owes me another $67.57. I also received a bill in the mail saying that now I have a credit of $78.43 but I have yet to receive that refund. None of the numbers make sense  

  Im tired of calling them and being on hold for hours at a time. I would appreciate it if they would just refund me the rest of the money they have promised so that I dont have to talk to them anymore that would be great.

  Business Response

  Date: 07/23/2025

  Thank you for forwarding ****-****** ******** concerns and we apologize for any inconveniences they may have experienced (or any misunderstanding that may have occurred) . We have attempted to contact them to discuss this matter but have been unsuccessful, her telephone number listed on this complaint is not accepting calls. We have been trying to reach ****-****** via email but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our email, or contact our *************************** at ************ should there be any additional concerns.

  Customer Answer

  Date: 07/26/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back on December 6, 2024 I was promised a $200 gift card for signing up for Vexus fiber internet service. As of today 06/30/2025 I have not received the $200 gift card as promised. I have sent several emails in regarding this issue, in hopes of the company would resolve this issue and send me the gift card as promised when signing the contract.

  Business Response

  Date: 07/09/2025

  Thank you for passing along the concerns expressed by **** ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.