ComplaintsforC Spire

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/26/2024 I vehemently disagree with Cspire charging an additional $2.99 for paying a bill with a debit or credit card when this fee is not charged if making a purchase of a product. The company is using this fee to encourage customers to sign up for autopay (which is not right for all customers). They offer the use of a bank account for payment but Telecheck will not process all payments. Telecheck is refusing to process my payments as they claim I do not usually use my account in this manner. I have used my account in this manner without issue previously (within this year) yet they are refusing to process my payment. My checking account has been verified with my bank as in good standing and with nothing prohibiting the payment on their end. Either fix the issues with Telecheck's service or create a different option to offer without the fee that does not involve autopay. If someone were disabled and unable to go in person to pay their bill at the store, Cspire is going to force them to pay $2.99 to pay their bill if they can't/don't want to sign up for autopay and their only option is a card?

  

  Business response

  07/31/2024

  Thank you for contacting us regarding your concern. I understand your question about this fee.  This is the amount that C Spire is charged for you to process onetime credit card payments. To continue offering you the very best prices on plans and devices, it's required that we charge this fee. The good news is payments made through a checking account, via cash in the Cspire store, or with automatic drafts, will not be charged the $2.99 fee. I do show where the representative you spoke with on the 26th waived this fee for you and advised you per Telecheck to try using your checking account again in 24 hours. If your check payment is still unable to process, please contact Telecheck at 1.************. 

  Customer response

  07/31/2024

   

   Complaint: ********

  I am rejecting this response because:   The issue at hand is not only the fee. The fee itself had not previously been charged for the exact same transactions. Forcing customers to pay a fee all because other options are not feasible for them is not good business practice.  The second issue is the relationship with Telecheck. I have contacted Telecheck more than 6 times with no resolution. They refuse to release my payment to Cspire on the basis of, "You do not usually use your account this way," as if I never make payments with my checking account. That is not accurate. I use my checking regularly for bill payments, including a bill payment to Cspire the first month the fee was charged. The payment was successful that time. My bank has confirmed there is no issue with my checking account to prevent the payment from being issued promptly. Telecheck gives the same reason each time and I've requested to speak with a supervisor who has not returned my call. If that company is going to cause issues for your customers paying their bill, is there no other company who can process those payments? Also, let's hypothetically say someone with a disability cannot go into the store to pay and Telecheck denies their payment like mine has been repeatedly denied, you're going to charge them a fee to give you money? Cspire wants us customers to pay them to take our money. That's what it amounts to. 

  Regards,

  ***** ********

  

  Business response

  08/01/2024

  Thank you for your feedback regarding the payment processing fee. The payment processing fee is $2.99 if making a one-time payment with your credit or debit card.  We understand your concern and want you to know we provide many options to make the payment to avoid the $2.99 processing fee.  You may setup autopay with your debit card or checking account and you will not be assessed a processing fee. You also have the option to mail in your check payment. If your financial institution has the option for bill payment, that may be a viable option for you. If you have any other concerns, please feel free to contact us at 1.************.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 1, 2024 C Spire updated their terms by including a $2.99 fee to process debit or credit card when paying your cspire home internet bill. According to my archive emails and our postal mail and cspire online bill for the months of March and April and May, I was unable to find any mention of this new $2.99 fee. When paying May and June cspire bills online, the online bill portal did not disclose the fee when paying the bill online. This resulted in me being charged $2.99 for the months of May and June. Cspire is not willing to provide any type of receipt showing that this fee was paid. CSpire is also refusing to refund these charges. When Cspire emailed a receipt of payment for the months of May and June, the receipt did not disclose the $2.99 on the receipt but was still charged to my debit card. In violation of credit card processing procedures. Also note, when checking Cspire Broadband Facts label required by the FCC to bring some transparency to the broadband marketplace the $2.99 Fee is not listed. I am requesting Dates and contents of emails sent to Cspire Customers for the month of March and April of 2024 regarding this new $2.99 Fee. I am also requesting Dates and Contents of any US Mail sent out To cspire Customers for the month of March and April of 2024 regarding this new $2.99 Fee. I am also requesting that c spire update the online billing portal forcing customers to click a checkbox to acknowledge this $2.99 Fee. Currently this fee is hidden in a small grey out font that is only shown on one page before submitting your payment.

  

  Business response

  07/24/2024

  A supervisor in the fiber department has spoken to customer, explained the disconnect policy and process. Since he had been a customer with us since December of 2022 with no credits, hotlines or late fees, she completed an override on the disconnect date so that he would receive the prorated credit of $22

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cspire,I have been charged for an Apple Watch since September 2023 after forcefully having to change phones due to lockdown on my I-Phone 13 which lead to having to purchase a new phone that was not compatible with my prior Apple Watch purchased through a 3rd party. Writer did ask CSR to deactivate watch upon buying a use TCL phone. Months went by and writer did assume Cspire was a legit business and did not check to verify no false charges were present. 7/6/2024 writer did look at bill online noticing Cspire was still charging for deactivated watch. Writer is requesting back pay from day of failure to deactivated on the purchase of TCL. Writer has been told that Cspire will only credit 3 months. This is not ethical.

  

  Business response

  07/24/2024

  Thank you for contacting us regarding your concern. As stated, 3 months of credit has been issued in the amount of $42.71 as a courtesy and due to your tenure. The issue was escalated to the manager of the Waynesboro store and the agent stated he was never asked to disconnect the watch at the time of the transaction. No further credit can be issued to the account.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer for 17+ years. I went to add a line for my daughter. I was told that, since I already had a family share plan, adding a new line would not raise the price- Im fact, it would be $20 cheaper (multi-line discount). The new phone for her was free. I was not told it was a refurbished phone (I found that out later when reviewing my account online). The phone being refurbished was not disclosed; I thought it was new. I added a watch for her, which is $15/month (still keeping my bill approximately what it was before). I am a single parent and monitor my budget very closely. I cannot afford to overspend. I asked the associate repeatedly about monthly costs, explained to him that I am on a single-parent budget, and listened to him tell me over and over how my bill would not increase. Now, after seeing my bill, I see that it has almost doubled. Instead of the $101 I paid before, its now $195 (before taxes/fees). I cannot afford to pay that for the next 36 months, which is the life of the contract. I went to the company, explained the situation, and was told they couldnt help me. Theyll talk to the associate about understanding pricing moving forward. They also *may* be able to take the devices back and remove them from my bill, leaving my daughter without a phone, which she needs for school and church sanctioned travel (clubs, competitions, camps, etc.).

  

  Business response

  07/09/2024

  Thank you for contacting us regarding your bill concern. I have spoken with the manager of the store. At this time, you can return the equipment for a refund. We do have less expensive options available with our prepaid service that *** better fit your needs. Our prepaid plan options start at $30, $25 if you sign up for autopay. There are also back to school deals available on phones. We are unable to offer the service you currently have at a lower cost.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called CSpire in early May to see if my account was one in which a fee was going to be charged for paying with a credit card (I was already on autopay) the rep told me she could switch me to another plan that, with discounts, would be @$10 cheaper than the &93 I was paying. When my bill notification came, it was about $120. After talking with her, then a supervisor, a discount was added and a promise that my bill would be about $95 ( higher) but I couldnt go back. Yesterday I was charged $105 and my next bill will start being about $30 higher than my old one. No more discounts, mine are gone, and a lesser plan would still cost more than I was paying. UNETHICAL PRACTICE!!

  Customer response

  06/25/2024

  I believe their main office is in *********. I was not given that option. Thank you. 
  

  

  Business response

  07/09/2024

  Thank you for contacting us regarding the amount of your plan cost. As discussed, I can put you on cheaper plan that would save you about $20 per month, but the grandfathered plan and affinity discount, are no longer available. We discussed changing you to the Everybody Deal Plan for $60 per month ($55 with autopay and e-billing). We also discussed eligibility for lifeline assistance. There have not been any changes made however if you would like to process the change, please contact me at your convenience or you can change you plan at any time by visiting www.cspire.com.

  Customer response

  07/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21899708

  I am rejecting this response because: Their response is misleading.  They have suggested other plans that are cheaper just to lower my bill.  Not only are these plans still more costly than what I was previously paying, and even more than I was told my new bill would be, but they are for less service than I was getting.  I may not always need how much data I am using each month currently, but I may one month and that is not their concern.  They also suggested I able for government aid.  Neither suggestion addresses their failure to honor the new monthly charges I was promised that made me agree to switch plans in the first place. I am currently paying my increased bill as I make plans for my next step, but I am far from happy about it and would now want reimbursement as well as a lower monthly bill to consider this resolved.

  Thank you.

  Regards,

  ***************************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/4 cspire technician ******* J****** drilled unnecessary holes in my closet floor and shelving. I contacted cspire the same day to get reimbursement. On June 10th cspire asked me to get a repair cost for reimbursement. I submitted a repair cost of 599.97. On June 18th I contacted cspire again. On June 19th I received a call from ******* ******** answering questions regarding the repair. The home was constructed to have the wire routed through the wall. The technician was aware of that option, but chose to go with the option of drilling holes. I would like to get reimbursement for the repair and cspire has not agreed to pay for repairing the damage.

  

  Business response

  07/08/2024

  Thank you for contacting us regarding your damages. Our fiber team has reached out to the customer regarding the issue and a resolution is forthcoming. The ticket number is ****************.

  Customer response

  07/09/2024

   

   Complaint: ********

  I am rejecting this response because: the damage occurred over 30 days ago, and  the original ticket ***** submitted on 6/5, also still has not been resolved in addition to the ticket ***** not being resolved . I simply request again to get reimbursement of $599.97 as soon as possible for making the repair. Also, I reached out on July 1st for reimbursement and have received no response. 

   

  Just opening a ticket and saying a resolution forthcoming, over 30 days past the original reimbursement request and ticket number does not give me enough reason to close this complaint.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Former owner of my home passed away prematurely about 3 years ago from COVID. Cspire keeps sending me a monthly bill addressed to him. Since purchase I pay all the CSpire services. I have contacted them at least 6 times with the fact he is dead and that they can cease sending monthly bills to him for a service no longer provided. His widow has also contacted them several times. I have now had to deal with 21 pieces of mail from them. I have contacted them and been told they have no ability to stop sending these bills ???? This is absurd. I am planning to start forwarding them to CSpire CEOs home address for him to deal with these every month. Can you get this company to have a more suitable, practical, efficient, and ethical response to this problem? Given many die, I assume others have the same interminable experience.Thanks,****

  

  Business response

  07/08/2024

  Thank you for contacting us regarding your concern. Per our conversation, you were not able to locate a bill to provide me with the account number so we could get the mail stopped. We also discussed you wringing "return to sender" on the bill statements so we will receive it back and stop the mail from being sent out going forward. Once you are able to locate a bill statement or if you receive another one, I have also provided you with my contact number to reach me so we can get this issue resolved as quickly as possible. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went into a cspire store in May at the ****************** and tried to change my service from att to cspire, when the rep pulled my credit said I had 2 old account that's was owed on and was in write off status, the rep call collection and the rep she talked to in collection said that she would remove the one account that was 1700 dollars well today May31 I called and was going to change and the rep *** called the collections and said that the account was not supposed to be removed and was gonna have to be put back I am very upset with cspire and i want this issue resolved cause I was lied to it was there mistake and it should not have been put back on my accounts. I need someone in the executive office to call me asap at the number listed.

  

  Business response

  06/06/2024

  Thank you for contacting us regarding your concern. Your account has been reviewed by the manager of the collections department and your balance is not eligible to be removed as the charges are valid. If you have any questions, please contact our collections department at ************** to discuss this further. 

  Customer response

  06/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21784751

  I am rejecting this response because: I was promised that one would be removed cause they are in write off status. 

  Regards,

  *******************

  

  Business response

  06/10/2024

  Thank you for reaching out regarding the write off status of two accounts in your name. One write-off balance has been removed, leaving a remaining balance of $797.44 that is due. This balance will not be waived and can be paid by with a credit/debit card or by paying in cash at your local C Spire store.  Thank you for your time and attention in this matter.

  Customer response

  06/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  *******************

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Business is charging customers to pay the bill with a card and charging a customer for getting a statement in the mail . This is crooked and they are doing the customers wrong.

  

  Business response

  06/06/2024

  Thank you for your feedback. Effective April 30th a convenience fee of $2.99 has been added to all one-time credit card payments made on your account. The great news is the fee is completely avoidable by enrolling in autopay or using your checking account information (ACH) to process one-time payments. Our records show your account is enrolled in ebilling which can be removed at any time. We do not charge our customers for receiving paper bill statements in the mail. This has always been free, however when you opt to enroll in ebilling and autopay you will receive a monthly discount on all eligible plans. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 7, 2024 at 9:20am my ADT video doorbell camera took video of a representative of C-Spire leaving a door knob brochure explaining construction is underway for fiber cable to be laid in the community. The brochure states the utiltities like gas and water will be marked by the city of Foley. It also states that C-Spire will dig small holes to allow structure placement. The brochure also states and reassures the homeowner "don't worry. Once we're done, we'll put everything back like we found it." But it says nothing about C-Spire bring their heavy equipment up into my yard, which destroyed portions of my lawn, and compromised the leveling of a small porton of my yard. This company put it upon themselves to encroach on my personal property without my permission and brought their heavy equipment right near my front bedroom without my knowledge or permission this equipment would be a liability to me as a homeowner.

  

  Business response

  04/25/2024

  Thank you for contacting us regarding your concern. One of our Team Leads from the Fiber group has attempted to contact you via phone with no success. She sent an email explaining that construction will be completed by April 30th. We sincerely apologize for any inconvenience the construction in your area has caused. We will make sure your yard is repaired to your satisfaction at that time. If you have further questions or if you would like to speak to the Fiber department directly, they can be reached at 855.438.1009.

  Customer response

  04/25/2024

  A small area of the front yard needs leveling back to the way it was before they brought their heavy equipment on my yard.  There was communications between me and an employee of C-Spire, but the young man was not serious about fixing the damages C-Spire did during their installation of the fiber cable did to my yard.  This young man would say he would be out to fix the problem - but would never show up.  He did this several times, knowing he was lying to me.  The telephone number of this C-Spire employee is ************.  I have attached the communications between the C-Spire employee and myself.  

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