ComplaintsforDouglas Fast Net

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called DFN about 2 months ago to cancel my **************** account at the end of the current billing cycle and cancelled my auto-pay. Now I'm getting a bill for a past due amount. I contacted them and they said their "policy" is to charge an extra 30 days after cancellation. This is totally unethical and I refuse to pay. I have a excellent credit rating and don't want it destroyed by this companies unethical extra charges. Unfortunately documentation is unavailable because of phone conversations.

  Business response

  07/08/2024

  After reviewing this customer's account, we have determined that this matter was handled in a manner that follows our Master Services Agreement and DFN's procedures. Per our ******** Service Supervisor, the Order was placed on 3/15/23. ************** was connected on 3/15/23 and disconnected his service on 6/6/24. Billing statements from 4/2023 through 11/2023 all show the 30-day disconnect policy in the message center. Further, b****** statements 12/2023 forward all contain the link to the **** which outlines our cancelation policies. 

  Customer response

  07/08/2024

   
  Complaint: 21947167
  
  I am rejecting this response because: Nothing was ever said about a disconnect charge in any of my conversations with DFN representatives.  If it was buried in their written literature it should be openly stated during verbal conversations as well.  
  
  Sincerely,
  
  ***********************

  Business response

  07/17/2024

  Since ****************** order was placed via SmartHub, a DFN representative would not have been able to speak with him, as we do when taking an order over the phone or in person. However, our representative did inform him of the 30-day disconnect policy at the time he disconnected his services. All of our terms are found in our MSA, including our 30-day disconnect policy. Further, every invoice from DFN has the 30-day disconnect policy outlined on page 1, in the *************** We are sorry for ****************** frustration, but our policies were outlined clearly. 

  Customer response

  07/22/2024

   
  Complaint: 21947167
  
  I paid this bill to protect my credit rating but still do not agree.  I believe if DFN listens to the recorded cancellation call they will find nothing was said about a severance charge.  Hiding such charges in pages of legalese is shady business pratices and they should be totally upfront with such charges and policies.  Thanks for trying to help.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had visited a local craft fair a couple years ago and Douglas fastnet had a booth there. They informed my wife and I that at that time DFN was unavailable in our area. Then last year we were at the fair again, saw DFN had a booth and we inquired again about their service in our area. They said they were now available and asked me if I would like a sales representative to call and tell me about the plans available. I never received a call or visit from DFN. Then last week my wife asked if we would be interested in contacting DFN again about their service. I called and spoke to a female to ask about getting more info. She informed me that first I had to pay a $75.00:****!! I asked, what the bill was for since I NEVER had DFN nor did I ever agree to ANY service with this Company! At this time I was very upset about getting told there was a bill for something I did NOT ask for, nor agree to AT ANY TIME. I ended the call. Today DFN had the audacity to actually SEND me a bill!!Do I need to go speak with a lawyer? As this is FRAUDULENT activity.

  Business response

  09/14/2022

  This customer's service order was opened on 8/12/21 with no ETA. The customer was notified of the cancellation fee, per notes on the account and the recorded call. On 3/25/22, all make ready and splicing was completed. On 4/6/22, DFN representatives called to attempt to schedule installation. On 8/12/22, after 7 attempts to schedule the installation, the order was voided as "no contact".   

  Customer response

  09/21/2022

  Thank you for your assistance with this matter.  We contacted DFN directly and we were able to resolve this situation. 
  
  Sincerely,
  
  Mr & ***********************
  

  
  

• Initial Complaint

  05/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zimm's Blades Fades And More; Account ******* Transactions occurred between 07/13/21 - 03/22/2022 Committed to providing services for internet and cable (Tv)When I signed in 07/21 I was under assumption it was for services to help my business not a irreversible contract I overpaid $1500 to this company when I have called numerous times to cancel my services in November when my business closed down due to COVID-19. I was told i had to complete my "contract" and pay it in full at $250 per month no less. I have had multiple conversations and back to back phones calls with the so called billing department due to mischarges, overcharges, and termination fees. As seen below with attached documents termination fees kept getting charged to my service account even though I have not used their services for 6 months. Also as seen it states I am delinquent on my **** even though I should be paid in full for this account. This business has not solved ANY problems they only add more problems and keep wanting more from me. This business is false in accounting, billing, and are very unfaithful and untruthful in their practices.

  Business response

  05/18/2022

  DFN has reviewed all past communication with the customer and has reviewed their signed service order and MSA.  The customer signed a ******** contract for internet w/ managed firewall, and DFNTV services in June of 2021.  In July 2021, the customer had called to cancel and was reminded that an early termination fee would be applied due to their services still being under contract.  The amount owed would be the remaining value left of their contract.  Shortly after, the customer informed us that she had changed her mind and no longer wished to disconnect.  Due to a billing error that was the result of calculating the early termination fee for the customer, ********************** mistakenly billed the customer for a portion of those charges ($1,141.00) in August 2021.  A credit for the same amount was then applied to her account and was reflected on her September 2021 statement.  This was the only billing mischarge/overcharge that was found, and it was corrected on the customer's next statement. 
  
  On 11/9/2021, we received another call from the customer stating that she would like to have services disconnected on 11/15/2021 and that she would contact us to set up a payment arrangement for her early termination fee when she received her next statement.  On 12/15/2021, she contacted DFN's billing department to make a $200 payment as well as set up a payment arrangement for the remaining amount, which is comprised of monthly payments of $250 until the early termination fee is satisfied.  As of this date, she has made 3 payments of $250, and has a remaining balance left of $1,956.69.   
  
  After reviewing everything, DFN cannot find where it has in any way been unfaithful or untruthful with this customer.  

  Customer response

  05/21/2022

   
  Complaint: 17171579
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  05/26/2022

  Due to the following proof provided I NO longer use the services from DFN and haven't used their services since last year. And in my proof it shows that I technically don't have any services with them. I have paid termination fees etc. Which added up to $1500 by the month of April.They provided crappy service, accounting, and unfaithful added fees etc. and at this point I DON'T OWE ANYTHING to this company. They didn't talk about a life long "contract" with fees continuously being added.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I inquired about service in 2019 and it was not available yet. When it did finally become available, I inquired again sometime in 2021, I believe, about the monthly fee, which was more than my current internet, so I declined. Last month I received a call to schedule an install. I told them I have since moved out of state in November and never ordered the service. Today I received a **** for $75 for a cancellation fee. When I called today and spoke to **** she claims I placed the order in 2019 and they would have told me about the cancellation fee on the phone call. How can they order and endorse a fee for something that was not available to me? She said they will have record of my phone call where I agreed to the charges. Which they will not have. She would not reverse the charge and said they will locate the recorded call for proof of my order. No matter what they find, I again ask how they can charge me for an order in 2019 when they did not have services available in my area? I want the charges reversed.

  Business response

  04/12/2022

  DFN has reviewed this individual's complaint and have made the determination that we will adjust their DFN **** to reverse the $75 charge. We are sorry for any inconvenience and frustration this issue has caused the complainant. Thank you. 

  Customer response

  04/12/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company advertised that they were going to be providing internet service to my area in the summer of 2020. I called up and signed up for service. They told me it would be August or September. In October I had not heard anything from them, and I called to ask why. I was informed that they had other plans and it would be later the next year before service would be available. I informed them that I was no longer interested and canceled my request for service.A year goes by, and I start receiving letters that they were trying to contact me about installing the internet. I called again and left a message as no one would answer a phone that I had canceled the service over a year ago and I did not want their service. I received several letters after that in regard to hooking up the internet. Finally, yesterday I got a notice from them that I had $75.00 **** due the first of the month. The service has never been installed. I called and complained, and they said that it was explained to me that there was a cancelation fee. I was never told that and never received any information from the company. I asked to speak to a manager and after being on hold for ten minets I was told that someone would call me back.I will not pay the $75.00 but I don't want it on my record as an unpaid ****.Thank you for your help

  Business response

  02/03/2022

  ******************** $75.00 fee was reversed on 2/2/2022 and **************** has been informed of this fee reversal.  We apologize for any miscommunication or inconvenience.  Thank you. 

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