ComplaintsforComwave Networks Inc

• Initial Complaint

  13/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a 3 year contract with Comwave in May of 2021. I called them to inquire about the actual end date of my contract. When I signed I was assured it was just 3 years. I called today and they now tell me my contract is not up till December of this year. This is absolutely incorrect. They said it was because my first 6 months was free. I decided I would not renew because there is a program in my city for senior, and low income customers, which is substantially lower and it covers my basic needs. I can't spend another year with this despicable company. My solution needed is to end my contract in May of this year as I signed. I can't afford another 11 months of this service. *** **** ** ** * ********* ******* *** *** ****** ******* * **** ******** ******* ***** **** * ***** ** ************. I need it to end. I am ready and willing to pay and complete this contract through May, but I can't do this anymore. I have had so many billing issues, and unfair business practices with Comwave. I need it to end. Please help me.

  Business response

  21/02/2024

  We have reached out to the customer to provide a resolution regarding his complaint.
  We hereby confirm that the customer’s 3 year contract will be up in May this year; as such, he is free to cancel his Comwave account after May of 2024 without paying cancellation fees.

  
  Additionally, as per our Terms and Conditions 3.06, only a Restocking Fee of $25.00 plus tax will be applied to each device upon its return. 
  Based on our records, the customer paid a security deposit of $140.00 upon sign-up. As such, the restocking fees totaling $75.00 plus tax can be deducted from this security deposit upon request and we will refund any remaining amount.

  
  The customer agreed to this resolution.

  Customer response

  21/02/2024

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  18/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Account #******* May 15, 2023 They renewed our service increased the price from $85 to $175 without notice then we called they dropped the price to $90 but we found Fibre optic for $50 called to cancel they want $600 to cancel it

  Business response

  26/05/2023

  We have not been able to reach Ms. ******** regarding her account and the BBB complaint received.
   
  We have emailed the customer at  ********@*******.com requesting her to reply or call us back so that we can reach a conclusion regarding the case. Please refer to the attached email thread for further reference.
   
  Due to the previous details, we would like for the customer to coordinate with us in order to reach a satisfactory resolution.

• Initial Complaint

  14/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for comeave services around 9 years ago and after bring told they don't service NY area several tines * **** **** I finally got a woman that didn't no y I was told that an easily signed me up which was a great experience for the first say five years . The problem arose after I got their TV package . First they sent a modem without a technician and we are not tech savvy so it was a good year of hours of time on the phone trying to " trouble " shoot finally we got a sub par TV experience not being able to access half the channels despite paying for the deluxe package. Then to top that off this whole time the home phone service I was paying for since I first singed up had never worked not one time. When I again was on the phone with them and asked to cancel phone I was told if I did I would be paying more and I was under contract! This blew me away since not once was I told I was under contract ! I never signed nothing and all I remember was getting random calls through out the years about being a oerferred customer who was getting offered a premium rate ! This was then I guesse lacking you in contract! * *** ******** ** ** ****** ***** * ** * ***** ** ******* **** ****** ** ***** they finally told my husband the mitem I had does not work for my area! I got no refund for those years even tho I faithfully paid my bill on time and so I canceled service only to find out they sent me to collections!! ******* ** ** *** ***** ** * *** **** **** *** *** ******* *** *** *** **** ** ****** * Bottom line I'd they say I owe them 800 dollars for a service I never was able to use and now my credit is getting messed up * **** ******* **** **** **** ** ******** * ** *** ** *** **** ******* **** **** ********* ** ****** *** ******** ******* ** ******** 

  Business response

  24/04/2023

  We have reviewed the customer’s case and have tried to reach her to provide a resolution regarding her complaint.
  We tried to reach her on the phone, but we were unsuccessful; thus, we have sent her an email with the resolution.
  We advised the customer that based on our findings, one of our sales representatives called her in January 2020. The representative offered a reduced monthly price in exchange for a contract renewal and the customer agreed.
  As such, an early cancellation fee of $200.00 plus tax per service was applied to her account.

  Additionally, the customer stopped two payments for the monthly service fee of April and May which generated two returned payment fees of $25.00 plus tax each. However, since the customer stopped using our services on April 11, 2022, we will waive the balance for the monthly fees.

  In an effort to resolve this complaint, we have reached out to the Collections Agency on the customer’s behalf and have asked them to waive the total outstanding balance of $820.37 which represents the monthly fee for May, the two returned payment fees and the Early Cancellation fees that will be removed as a courtesy. 

  The Collections Agency has confirmed that the customer’s file has been closed in their office.

  The customer has been informed and agreed.
  

  
  

• Initial Complaint

  22/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sign up on July 27 then they take 351.00 dollars from my credit card and I wait for there boxes then I get it in my home then my home phone starting not to work not well and my inernet always come down like it no inernet then every morning august to October I have to reset it then it works find then after it said not work the again then I call them to fix it they be **** to me on the phone and they give me a new modem then it works little bit then the home phone and internet and tv not working three day without no inernet for me to use I tell them take it on Wednesday morning nothing or Thursday nothing or Friday two then later in the afternoon my home phone service come down the again then I call them to fix it they never did and I have lots of tickets my problem with them I call ****** to hook me up with them now I have good internet service and home and tv two and me and my support worker we call comwave to cancel my account then they said to pay cancel fee i don't need to pay it

  Business response

  26/10/2021

  Business Response /* (1000, 5, 2021/10/25) */ We have reviewed the customer's case and have contacted him to reach a resolution regarding his complaint. Per our settlement, upon return of Comwave equipment, we will apply his Security Deposit towards the outstanding balance and will waive the remaining balance from his account. Additionally, we will waive the Restocking Fees so that the customer does not incur any other charges. With these adjustments, the customer's account will be closed at $0.00. The customer confirmed that his complaint has been resolved and is satisfied with the resolution. Consumer Response /* (2000, 7, 2021/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩