Complaints

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

close

Find a Location

DBI Networks LLC/Clear Fiber has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  DBI Networks LLC/Clear Fiber

  PO Box 817 Morgantown, WV 26507-0817

• 

  DBI Networks LLC/Clear Fiber

  1405 Earl L Core Rd # 203 Star City, WV 26505-5885

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:06/26/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 need immdiate assistance in working with Clear Fiber. We were without service between the June 16 through June 20. We have also been without service since 12:59 a.m.on June 24. I have tried repeatedly company to contact via phone, text, and email for support, but receive zero correspondence. The company advertises 24 x 7 support and response within one hour, but that is not clearly not the case as correspondence shows. I also need resolution for payment account set-up issues service rep responsible for processing may be delaying payments intentionally to deliberately create accounting issues, reimbursement for time and services unrendered, and written instructions on how a customer is supposed to contact this company to receive supoort as advertised going forward. Additonal documentation can be provided if needed and applicable.

  Customer Answer

  Date: 07/23/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by DBI Networks LLC/Clear Fiber regarding complaint ID ********.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:08/12/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 fiber service with ClearFiber and found that they randomly double charged me over the past 2 years. The agreement was for me to pay $58.55 per month for their service. When they charged me 5 times for the month of April I tried to contact them but they did not answer their phone nor did they answer the case I submitted on their website and this forced me to have my credit card closed to protect myself from further fraudulent charges. After checking my charges 2021 thru 2022 it appears that they were using my credit card as a slush fund. They double charged me four times in 2021 and seven times in 2022. I was able to finally contact them to have my service disconnected and they (Mr. Heckman) asked me to send them copies of my billing statements showing the overcharges for the past two years which I did but now they are back to not answering their phone or responding to the case I created. All I would like is for them to settle up as they said they would and close the books on my account but I can't get them to respond.

  Customer Answer

  Date: 09/07/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by DBI Networks LLC/Clear Fiber regarding complaint ID *********
  
  Regards,
  
  * *********

• Initial Complaint

  Date:08/01/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We terminated our service with Clear fiber effective as of December 31, 2021. In January, Feb and March, they took 5 more payments from our bank account. We moved out of state to which they do not service. I have called several dozen times, speaking to someone maybe a handful of times who finally told me that I needed to speak to the billing supervisor, ***** *********. Now, I can not get an answer on the phone, text or email. $254.60 they took in total without authorization.

• Initial Complaint

  Date:06/03/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  For over a month, my mother ( Her account will be listed as ***** ****** *** ****** *** ******** ** ***** and phone number ************ * has been without her landline that is through Clear Fiber. She has made multiple calls and multiple people have reported this phone as out of service. It was determined the issue with the phone is on the side of Clear Fiber. NO repairs have been made or even attempted to be made at this point. Work orders have been put in but have gone unfulfilled and no attempts have been made to contact my mother regarding the repair of her phone. I called them today to report this outage again and to speak to a supervisor to get to the bottom of this situation. This phone is the main contact for her. I was told the above information again and that the person in charge of the repair has not repaired it. When I asked to speak to a supervisor, I was just given a name but was not connected with nor given the contact information for Craig *********. The gentleman told me has was not permitted to give it out. I was then told to email support and report the problem again. THEN, I was given confidential information on my mother's account (all without verifying who I was other than my word) on how to submit a ticket. This confidential information led to the information on my mother's personal account which contains billing information. This is highly unethical and illegal. Never should that information be given out. I am filing this complaint to hopefully get my mother's bill refunded and to report the unprofessional handling of my mother's account.

  Customer Answer

  Date: 06/04/2022

  Her account will be listed as ***** ****** *** ****** *** ******** ** ***** *** ***** ****** ************

• Initial Complaint

  Date:06/02/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  The invoice this company has sent was inaccurate and poorly detailed. For over 3 months, I attempted many times to contact this company by phone, email and text message. Text and Emails were unanswered and phone calls were either answered by an answering service during business hours (with no return call) or after each of the 4 extensions were dialed, every time the phone line was disconnected. Previously, the company had my card on file and charged me at least twice each month instead of once. I simply want the business to contact me to resolve the issue so that I may pay the correct amount owed.