ComplaintsforSimply Bits a Ting Company

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  07/31/2023 called at 8 am Arizona time to cancel service, i called billing because when you want something done like cancel you call billing, they sent me to sales. i got the following message: you have contacted our office out side of business hours, our business hours are Monday- Friday 8 am to 5 pm mountain standard time. 8 am Arizona time is 9 am mountain standard time i called sales around 8 :30 am Arizona time received the same message, now it would be 9:30 am mountain standard time. i called again at 9 am Arizona time which would be 10 am mountain standard time it is Monday July 31/2023 the calls were well within business hours but no one there to pick up the call i send an email service is suppose to be cancelled other consumers should be warned this is a fraudulent company

  Business response

  08/01/2023

  Customer successfully cancelled service with us yesterday at 11am local time. 

  Customer response

  08/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20400473, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Marcella Wilson
  
   
  

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  for the last 17 days ( june 29,2023 approximately) until present i have had intermittent internet. I have tried and tried and tried to get customer service through email. it took them several days to reply and they just said call. i will not call for the following reasons 1. i cannot hear well on my phone 2. i am bipolar and calling over issues s a huge trigger 3. i want a record of everything said or not said everything done or not done I have explained this over and over and over and over and my internet is worse and worse and worse this comment has taken me 15 minutes due to disconnection of internet

  Business response

  07/17/2023

  As of this morning (July 17th), the issues related to this customer's service have been fixed. There were larger network issues that required us to replace equipment in the field. The customer has been notified and a month's worth of credits has been applied to their account.

  As a note, due to the fact that this customer refused to troubleshoot with us, we were unable to determine the root cause of the issue hence the reason for the extended timelines to resolution. She was also extremely belligerent via email to our support advisors which is 100% unacceptable. 

  Moving forward, please feel free to reach out to myself, ***** ******* ******************), for any complaints. Since SimplyBits has been acquired by Ting, all of these types of complaints can be directed my way. Thanks for your assistance with this. 

  Customer response

  07/21/2023

   I did NOT refuse to trouble shoot i refused to call

  i wanted it all in email so i had logs of it

  i do not have any recourse on a phone call and i told them that  multiple times

  they were rude and refused to communicate through email

  i do not accept their response

  the issue was fixed but not on july 7

  i had 18 days of no service

   

  they did adjust the bill but then billed me anyway

  i had to get the email where the credit was due

  hence the email logs were needed that is all the proof i needed that i require logs to communicate with them

  shameful

  Business response

  07/24/2023

  Customer was credited for their July bill and this was emailed to them as per their request. Since they were invoiced before the credit was sent through they would have received an invoice first and then a follow up email outlining the credit being applied. All of this was handled via email as per their request. A second invoice with the updated info was also sent to her. I have included both the credit and the updated invoice here for reference. 

  Customer response

  08/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Marcella Wilson
  
   
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother had "Simply Bits" as her internet provider for several years and was loyal to them in that even when here internet service had become so poor that she couldn't stream TV shows she didn't want to leave them. However, while in the hospital in the first week of November, I was trying to work from her home and found myself unable to do so do to the lack of connectivity. I first called Simply Bits to inquire whether she needed a new modem or perhaps more bandwidth to which it was explained to me that her internet was not working appropriately due to an issue that was being handled by engineering - Daniel said he would call us back with a fix. From 11/29/21 throughout December of 2021, I continuously called to inquire as to what the status was of her service - response was always "we will call you back with information." Not once did we receive a call back. By the third week of December she gave up and ordered internet from Cox cable. I requested a refund for the month of November and December and to have her Simply Bits account deactivated - to which I was told she needed to fill out forms and send them in to cancel her account - which she was unable to do for health reasons. Daniel stated that a refund could be provided for December because he could see that her internet had not been working appropriately since November but that he couldn't "prove" it was not working in November. They finally stopped billing her but they never gave her a refund for November (fine we are over that) but not December either. The company is shady and preying on elderly people and should 1) be ashamed of themselves and 2) giver her the refund she deserves for both November and December.

  Business response

  01/14/2022

  We are sorry working with us has become a frustration and apologize for any inconvenience. We are not a company that engages in shady practices and we do not prey on any of our customers. 

  Our records indicate we were asked to cancel Internet service on December 20, 2021. On the same day, a cancellation confirmation was sent to the customer and billing was stopped on the account. Between December 20th and 24th, there were several email exchanges and conversations between Simply Bits and the customer's daughter about cancellation -- this was probably very frustrating on the customer's end of the conversation.

  The customer's daughter wasn't authorized on the account and that issue had to be resolved. Our standard practice is to have customers confirm their cancellation request by either returning a signed cancellation form or replying to an email confirming the cancellation. Email confirmation of cancellation was received on December 24, 2021. 

  A partial refund on the account was approved for December service and issued on January 12, 2022: $28.01 for service not delivered from December 20 - 31, 2021.

*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. ↩