ComplaintsforSegra

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing this complaint on behalf of my mom who speaks limited English. Our May invoice was sent via email on 5/21/2023 and it was showing we had a credit amount of $204.89. I sent an email to ************************* in that afternoon, but received the automated delivery failure email. I called Segra customer service and asked why our account received the credit. The rep could not answer and said the credit was just applied to our credit and the due amount will be deducted automatically from the credit. We still didnt understand, but since the agent could not explain the reason and advised us there is no issue, I ended the call. The monthly due continued to be applied and 3 month after on August 20, we received the new invoice saying we owe them $295.88. I immediately contacted them, but agent kept apologizing and saying this is a billing error and we owe them for that amount. I demanded the explanation why we were informed there was a credit but then after 3 months passed we suddenly received the new information showing our account balance is literally the combined amount of that monthly payment plus 3 month worth payment. Segra has never sent us any letters regarding our account or billing error. The agent kept asking to pay the amount and I refused because its affecting our business how they are the one who made a mistake and tell us to pay $295.88 which is about 4 months worth payments. The agent offered us to pay the amount after dividing the number by 4 and I said I will try. I asked her to send a letter about Segra admitting the billing error occurred. We never received any letters any near dates, but there was a new letter arrived a couple days ago stating our account is past due. What? Segra is the one who made a billing error, failed to notify customers and requested to make a payment within 4 months. How is our account showing we have past due now? Their service is unacceptable and my family is absolutely disgusted by their poor quality of service.

  Business response

  10/17/2023

  Segra values its relationships with our customers. We have contacted the customer, provided the customer a credit, and resolved their complaint.  We apologize for any misunderstandings that *** have occurred. 

  Thank you

   

  Customer response

  10/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

*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. ↩