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Complaint Details
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Initial Complaint
07/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
i just go a modem from figgers communication *** I used my Government *** program for their agreed services of unlimited internet, however that is not what i'm getting the experience is about 3 hours internet use then they are cutting me off over there, the modem says connected but there's no service flowing in, this is my first day using it and i already lost connection 2 times, this moment i have been offline for 2 hours, i call and they re activate but he tells me to keep calling i don't have time to keep calling every time i lose connect which is frequent, now i don't even know how simple its going to be to reuse this *** program with another service provider so i am hoping they can fulfill the promise to customers to use this government funded program, or i will have to get another service, I asked the guy from Figgers Communications *** and he told me it's been 2 weeks this issue has been a factor and it's very suspicious because when i go on their website nothing works, their chat they email and even their **** number dosen't work also i want no disconnect of service asking me to call to reconnect i don't have time for this it's not productive, this is not home internet and that should be stated on the people who go through a lot of trouble getting the *** confirmation
Business response
07/31/2023
Dear ****************,
We are writing in response to your recent correspondence regarding your experiences with our internet service. First, we want to express our gratitude for your feedback and extend our sincere apologies for any inconvenience you may have encountered.
We value your participation in the Government *** program,alongside our Figgers Affordable Connectivity Program, and we want to reiterate that this service is designed to provide unlimited internet access specifically for educational and healthcare purposes, with a supplementary allowance of 10GB data for other uses.
Upon examining your account, we noticed that your data usage amounts to roughly 90GB since the initiation of the service. We acknowledge your frustrations stemming from the intermittent service interruptions and recognize that these disruptions might be related to unstable internet connections. Additionally, it could be due to the device not recognizing or correctly utilizing the intended applications for optimal performance.
With respect to the possibility of switching service providers, it's important to note that the cancellation of the *** service with Figgers Communications **** requires you to return the provided modem within 180 days of receipt or pay a $100 fee for the device. This is stipulated in our terms and conditions to uphold a fair and efficient operation of the program.
We understand your concerns related to our communication channels. Although our records show successful communication with you via email and our toll-free number, we sincerely apologize for any difficulties you encountered with our website and chat services. Please rest assured that we are diligently working to resolve these issues in order to enhance our customer service.
If there are any other questions or concerns that you wish to raise, or if there are topics that were not sufficiently addressed, please do not hesitate to reach out to us. You can reach us by phone at **************, available Monday to Friday, 8:00 AM - 10:00 PM EST, and on weekends from 9:00 AM - 9:00 PM EST, or by email at *********************************************************************.
Thank you once again for bringing your concerns to our attention. We value your feedback, and your satisfaction is our top priority.Business response
08/02/2023
Dear ****************,
We are writing in response to your recent correspondence regarding your experiences with our internet service. First, we want to express our gratitude for your feedback and extend our sincere apologies for any inconvenience you may have encountered.
We value your participation in the Government *** program, alongside our Figgers Affordable Connectivity Program, and we want to reiterate that this service is designed to provide unlimited internet access specifically for educational and healthcare purposes, with a supplementary allowance of 10GB data for other uses.
Upon examining your account, we noticed that your data usage amounts to roughly 90GB since the initiation of the service. We acknowledge your frustrations stemming from the intermittent service interruptions and recognize that these disruptions might be related to unstable internet connections. Additionally, it could be due to the device not recognizing or correctly utilizing the intended applications for optimal performance.
With respect to the possibility of switching service providers, it's important to note that the cancellation of the *** service with Figgers Communications **** requires you to return the provided modem within 180 days of receipt or pay a $100 fee for the device. This is stipulated in our terms and conditions to uphold a fair and efficient operation of the program.
We understand your concerns related to our communication channels. Although our records show successful communication with you via email and our toll-free number, we sincerely apologize for any difficulties you encountered with our website and chat services. Please rest assured that we are diligently working to resolve these issues in order to enhance our customer service.
If there are any other questions or concerns that you wish to raise, or if there are topics that were not sufficiently addressed, please do not hesitate to reach out to us. You can reach us by phone at **************, available Monday to Friday, 8:00 AM - 10:00 PM EST, and on weekends from 9:00 AM - 9:00 PM EST, or by email at *********************************************************************.
Thank you once again for bringing your concerns to our attention. We value your feedback, and your satisfaction is our top priority.Customer response
08/03/2023
Complaint: 20308317
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
02/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My name ******. I talked to one of your customer service **** ********* to my refund. I sent back the phone close to over 2 months ago. The rep didn't have a record of them refunding me back or that I had returned the phone. The Rep didn't acknowledge that the phone was returned. He stated that someone would refund me 7 to 10 business day.I stated that, that wasn't a fair response being that your company did receive the phone and the **** didn't notice I wasn't refunded until I contacted your company. He stated he would talk to the upper management and get back in contact with me; of course, I haven't gotten any response. The only reason I have been patient with your company, is because you're a ********* and friends of my join the company. I've called several times with no response. They stated that someone would call me back, no response until today. I got a call from someone name Red that stated that they will send me a check, that would take several days. I don't believe it at all. I've had such a horrible interaction. Thank you *************************Business response
03/13/2023
We have apologized for the timeframe it took for the customer to receive their refund. We did keep constant contact with the customer and have sent them a check that requires a signature to be received. This customer was Refunded and the check was sent with a tracking number 1Z224F544245446754. The customer was emailed the tracking information and is able to track the package directly through ****
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.