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Business Profile

Internet Services

Resound Networks LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Resound Networks LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Resound Networks LLC has 5 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Resound Internet company had taken money out of my bank without my authorization, I have not received any final bill after I disconnected my service as I had to leave the state for an emergency so I would not be using the service. I have disputed this with the company, they refused to address the issue and have not issued me my final bill to see the breakdown of my bill, as they say the early termination fee is $215 but I was charged $218.51

      Business Response

      Date: 03/01/2024

      Customer ****** ******** was told of the early termination fee, $199 + tax, when she called in to disconnect on February 19, 2024.  Attached is the 1 year contract that was signed and the term of services that was signed giving Resound Networks LLC the approval to take final payment on account.  Final bills have been sent to the email on file for the account.  

    • Initial Complaint

      Date:07/10/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Resound withdrew $44.35 from our bank account on July 3 without our consent or even without warning two months after discontinuing their service after multiple unsuccessful attempts to solve problems with internet outages. The withdrawal caused us to incur an overdraft fee of $22 and will likely cause issues potentially incurring other fees if not resolved by Monday. We called Resound as soon as we saw the email from our bank. Only the technicians were still available, so the employee we spoke with was very understanding but could not help other than to investigate and take notes of our phone call, advising us to call back Monday. In order to try to prevent problems with future overdrafts as a result of missing $66.35 from our account, my husband will have to miss work Monday to talk with Resound and our in town bank while I rush to deposit funds in our bank out of town.

      Business Response

      Date: 08/04/2023

      We currently do not have a customer in our system under this name. We do although have a customer by the name of ***** ******* who called to cancel service on June 7, 2023. The money that was charged to the card on file was for internet usage for the month of May that had not been paid. The customer has had a card on file with Resound since November 14th of 2018 and has authorized resound to take the payment every month since then. Resound waived the late fee of $27.07 for the bill that was past due for the month of May 2023 and simply charged the normal monthly payment for services rendered as our Terms of Service (attached in this document) states that we will do. Also please note that even though the customer did not call to cancel service until June 7th 2023 they were not prorated or charged any additional fees for the month of June.

      Customer Answer

      Date: 08/11/2023

      I am rejecting this response because: they are either misunderstanding the nature of the problem or are choosing to ignore it with a misleading response. We were charged $47 in returned check fees because of their actions. If we owed them money for May, they would have sent us a bill like any other time. The only communication we received was an email (attached) that made it sound like they were threatening to disconnect service and remove equipment that had already been disconnected and removed at our request (a request that had to be made more than once because it didn't work anyway). Their response makes it sound perfectly natural that they withdrew funds on July 3 from an account in Amarillo. However, I have just now logged in to both our bank accounts and verified that we only paid them from that Amarillo "card on file" once in the last year and a half (Sept. 20, 2022). Every other time we called in our payment regularly (between the 12th and 20th of each month when due) from our bank account in Pampa. If they had simply given us warning that they were going to charge us, we would not have transferred that money from Amarillo to Pampa, and these fees would have been avoided. When ***** tried to talk to them about it Monday while I was in Amarillo trying to deposit money to avoid further fees, the Resound representative called him a liar and hung up on him. According to our previous contract with them, they can legally take that money from the card on file, but I would really appreciate them understanding the problem enough to cover the $47 in returned check fees ($22 from Amarillo and $25 from Pampa).

      Business Response

      Date: 08/14/2023

      Resound Networks did not take anything out of an account that was not authorized. The customer had not paid for the service in the month of May and did not call to disconnect until June. Resound did not bill for any services in the month of June and waived all of the late fees for the month of May before taking the payment. If there was not an authorized credit card or bank account on file we would not have been able to process the payment. We certainly apologize for the inconvenience of the overdraft charges but only received payments On the account for the time you had the service.

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