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Complaint Details
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Initial Complaint
12/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been attempting to cancel my residential phone service with ACN (that I have had for many years) since October 2024 as my service had not been working properly since September. I have since gotten a new service provider, but I have been unable to contact anyone at ACN. Initially it was to fix my service and then to have my service cancelled and yet I continue to be charged, with automatic payments being taken. I was last charged for 3 months of service on 12/22/2024 for the amount $142.12. I have attempted many phone calls and live chats since October, but have received either errors, a notice that they are unable to detect my zip code or statement that they are not available in *****************. I have had a new service provider and phone number since October and need my ACN account cancelled as of October and to stop being billed. I have been in contact with my bank regarding these automatic charges, and while they initially had been able to stop my December payment on 12/10/2024, ACN continues to charge me. I am very frustrated with the inability to contact anyone at the company and how hard ACN has made it to fix my service and cancel my service, especially while they continue to take my money.Business response
12/30/2024
ACN has received and reviewed the Customers complaint and responds accordingly:
ACN can confirm that we began to have technical issues with our automated phone system starting on November 1 2024, which caused a lot of customers to not be able to contact our customer service department. This issue has since been corrected. We apologize for the inconvenience that this has caused. At this time, we have cancelled the Customers account and backdated it to November 1 2024. The Customer will receive a refund in the amount of $97.19, that is $45.93 for November 2024 and $50.26 for December 2024. This has been communicated to the Customer via email on 12/30/2024Initial Complaint
11/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was assisting my family member, who is a customer of **********************, with a billing issue. We repeatedly tried for days to contact ACN to no avail. We entered my family member's information into the answering machine which answered the customer service number we called. However, it did not accept my family member's information. This was an incredibly frustrating experience, and I want BBB to investigate ACN's practices and reconsider the A+ rating. I am concerned that ACN is engaged in poor business practices.Business response
11/22/2024
ACN has received and reviewed the complaint and responds accordingly:
On November 22nd 2024 ACN spoke with the customer via phone in which, the Customer indicated that the issue has been resolved however she wanted to express her frustration with the difficulty that she had in contacting a ACNs customer service. We advised her that we are aware that our automated phone system is currently experiencing some issues and that we are working hard to resolve this matter. The Customer expressed that it would be helpful for ACN to implement multiple ways of being able to contact customer service. We appreciate the suggestions, and we'll keep it in mind for our next round of enhancements.
ACN trusts that we have resolved and satisfied the Customer's complaint.
Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My mother *************************, account # *******, resided at *********************************************. In 2022, because of her age and she has dementia we moved her to *******. I have consistently tried to reach ACN **************** to assist me in canceling the service. I was told by the representative that I needed to call from the customer phoneBusiness response
08/15/2024
ACN has reviewed the complaint and responds accordingly:
ACN has successfully cancelled the Customers account as of August *******. The customer will receive a final bill on September 2, 2024.Customer response
08/16/2024
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.Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid this company for service and they removed my data. They told me it was a tower issue but then the agent set up a line to see if it would work it did. How can it be a tower issue if the other line work. They said a new ticket was going to be created but over a week no answer no fix no help!!Business response
08/08/2024
ACN has received the Customer's complaint and responds accordingly:
On August 2, 2024 ACN had a the Wireless Support Manager reach out to him to attempt to assist him. Unfortunately, ACN was not able to get to a resolution with the Customer given that the Customer became angry and hung up on **********************. We encourage the Customer to call or chat back in with ********************** Wireless to further assist.Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been unable to reach ************* or ACN regarding a reported notification on the options available for ************* associates since their merger/partnership with ACN, from which I had purchased a lifetime membership of the former TN. That ********************* is associated with ACN, it would seem that the records would have been a part of her agreement with ACN for the transfer of that information for recruitment purposes of associates.Business response
07/18/2024
ACN has reviewed the complaint and responds accordingly:
On November 3, 2023, ACN communicated to Team National members that perks would be discontinuing and apologized for any inconvenience. Members were given the option to become an IBO if desired, however, since Team National ceased operations in Jan 2022 any refund that your are requesting would not be possible as it would need to be issued by Team National and they are no longer operational.
ACN communicated this to the complainant via email on July 16, 2024.Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a lifetime membership with Team National several years ago and I used it periodically for purchasing items directly from sellers and I would receive rebates. I hadn't used it in a while and decided to go back to begin using it again. I've not been successful with getting signed in, it's as if my account doesn't exist and ACN has apparently acquired Team National and I do not recall receiving any information from Team National not ACN about this change and now I have now way to earn back what the membership costs with savings.. This feels like a scam and I can't even access my account, to boot! I can't recall how much the membership cost but it was certainly dear to me. I am unsatisfied with promises not being delivered on, poor communication, and disrespectful treatment of myself and a member of Team National.Business response
05/23/2024
On November 3, 2023, ACN communicated to members that perks would be discontinuing and apologized for any inconvenience. Members can become an IBO if desired, however, since Team National ceased operations in Jan 2022 the refund that the Customer is requesting would not be possible as it would need to be issued by Team National and they are no longer operational.Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Switched phone carriers and the company is still billing me for the next month.They claim we must contact them to cancel ... we have already switched the number to the new carrier yet they are still charging me.Additionally you cannot speak to them.. over an hour on hold plus they say to chat them but their chat does not take customers....what a scamBusiness response
04/19/2024
ACN has reviewed the complaint and responds accordingly:
ACN confirmed that the Customer's phone number successfully ported to another provided on March 11, 2024. Unfortunately, ACN's billing system did not proactively disconnect the Customers billing from the billing cycle. We apologize for any inconvenience this may have caused. At this time, ACN has cancelled the billing. The Customer will receive a final bill on April 26 that will indicate a pro-rated refund amount that will be mailed to him via check after the invoice generates.Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a customer of ********************** for over 5 years.(home phone services) My service started at ***** per month.Over the years it has increased. This year services jumped to 40. 26. I decided to seek a different provider. On Feb 14, 2024 I signed a contract with Vonage. I contacted ACN to discontinue service. And the nightmare begins! ACN would not release my number to Vonage after several emails, phone calls etc. there was always a different excuse. On Feb 20th ACN sent an email Port out Still Vonage could not access service On Feb 28th ACN sent an email requesting Vonage contact them ****** continued to pursue but still no release.On March 2 Vonage attempted again to port out the number still no success.On March 9 after calls to ACN and Vonage still no release.Finally on March 19 I cancelled Vonage (for no services rendered)I called ******* and ordered phone service I again called ACN for the release of my number March 28 still no release On April 1 ******* has tried to contact ACN still no release. Ive tried again to contact ACN NO ANSWER ON HOLD FOR 2 hours.ACN continues to bill me, for March, now April I have not used thier service since Feb 14 Yet they continue to hold my number hostage if you will and collect payment.I have been with out a home phone since Feb 14.I really dont know what to do!Business response
04/15/2024
ACN has received and reviewed the Customers complaint and responds accordingly:
ACN reviewed the Customers account and confirmed that as of April 2, 2024, the phone number was ported over to ******** The Customers account is no longer active with Flash Services. ACN communicated this information to the Customer via email.Customer response
04/16/2024
I am rejecting this response because:
ACN has charged me for the month of March and April. Although I have not used their service since Feb 12th with a port out Feb 20.
they would not release my phone with requests from ******************** They released my phone once I filed a complaint. Still the April charge should be refunded, as of today it has not.Business response
04/19/2024
ACN has reviewed the rebuttal and responds accordingly:
ACN reviewed the Customers account and confirmed that as of April 2, 2024, the phone number was ported over to ******** The Customers account is no longer active with Flash Services. Since ACN received confirmation from ******* on April 2, 2024 of the successful port, ACN will refund the April invoice. This will auto generate on May 1 2024. You will receive a final invoice after May 1 with the refund amount. If you have any further questions, feel free to contact us directly.Customer response
06/03/2024
I am rejecting this response because:
I contacted BBB in March regarding ACN they would not release my phone service to Vonage, then ******** As soon as BBB contacted ACN. They were quick to release my phone. I have not used their service since Feb. 20 2024. Yet they continue to bill me. ***** monthly March, April, May and now June. This totals ******. I am paying ******* for this service as well. I have tried to contact ACN with no success, no phone answer as well as no internet assistant. I have called my credit card co. To stop payment, but must go into a dispute. To say the least this is beyond a nightmare! I really need assistance as Ive run out of options. Thank u
Business response
06/11/2024
ACN has reviewed the Customers rebuttal and responds accordingly:
ACN does not find any record of charging the Customer $160 from March 2024. We have attached the billing history that shows that the balance on the account is $0.00. The last service charge was in April 2 2024, in the amount of $39.93, which was the last day that ACN provided service to the Customer. If the Customer is adamant that ********************** continues to charge the account, we request that the Customer provide us with a copy of his statements that show the charges reflected so that ACN can further look in to the matter. This can be provided via this channel or sent to *****************************************.Customer response
06/11/2024
I am rejecting this response because:
As the photo shows my account was charged March April and ***the account was closed on Feb 20. The charges for March April and *** are over charges for a closed account.
Business response
06/18/2024
ACN has reviewed the Customers rebuttal and responds accordingly:
ACN received confirmation from the Customer's new provider that the telephone number in question was removed from ACN's network (ported) on April 2, 2024. However, it is possible that the new provider delayed in backdating the information to us. As a courtesy, ACN has agreed to refund the Customer for the months of March-May. The total refund amount is $80.86. This will be reflected on the Customer's card ending in 1106. We ask that the Customer to please allow 14 business days to see this reflected on their account.Initial Complaint
03/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The company charge you $***** late fee for everyday until your bill is paid. What saying is ******* you are late paying your bill they add ***** dollars. Example if your bill is $65.00 if it is 4 days late you pay $105.00. And you are disconnected immediately,Business response
03/21/2024
ACN has received and reviewed the complaint and responds accordingly:
The process outlined by the Customer in not accurate. ********************** has a process in place for late payments. The process indicates that if the payment fails on the first attempt there is a $5 late fee added to the balance, along with the Customer losing their $5 autopay credit. ********************** will then attempt the payment again after 2 days, again on the 3rd day. At that time, if the payment fails, the account is suspended and a $20 reactivation fee is added to the balance.
For this Customer, the 1st payment attempt was February 22, 2024 which declined, therefore, we tried again on 2/24 (declined). The last payment attempt was on 2/26 and the card declined and the line was suspended.Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 10 year Team National account in 2021. Then ********************** purchased Team National with the notice that the rewards services would still be offered. As of December they have canceled the rewards program leaving me with no way to earn and rewards/money like I was promised from both companies. This is not good business nor is it right because all of the Team National members have been mislead by ACN. There needs to be a replacement for the perks since these were promised. If I have no way to earn money back/perks, ACN is being fraudulent.Business response
01/17/2024
ACN has reviewed the consumers complaint and responds accordingly:
On November 3, 2023, ACN communicated to members that perks would be discontinuing and apologized for any inconvenience. Members can become an IBO if desired, however, since Team National ceased operations in Jan 2022 the refund that the Customer is requesting would not be possible as it would need to be issued by Team National and they are no longer operational.
Customer response
01/17/2024
I am rejecting this response because: becoming an IBO requires further payment from me on a monthly basis. I was offered this option when your company purchased Team National and rejected it because of the fees. I was an IBO with Team National and was not charged any extra fees after my initial sign up. The whole purpose of the ACN perks was to earn rebates from purchases of gift cards/furniture etc. I do not see how offering a service in which I would have to make monthly payments is an acceptable replacement. Regarding the notice I was given, it had no consideration to what I wanted or what I had purchased. It was what was better for your company not what was best for the consumers. Your company took away the one thing that all of the non IBOs could use and offered no replacement leaving all of the consumers empty handed.
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Customer Complaints Summary
33 total complaints in the last 3 years.
9 complaints closed in the last 12 months.