Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  have been overpaying them for at least 2 years, should have been charged only $50 a month instead of $88. they will only give me a $90 credit, which is only 3 months. I just caught it because I trusted them to do the correct thing. Can you help me, I am a senior citizen on a fixed income, am classified as a ********** person. I need the money.

  Customer response

  09/09/2024

  This is an update to my complaint.
  The amount of overcharged billing is now approx $700 as determined by my *****************************. I have documentation from my bill payment account which shows each and everyone of my payments.
  Thanks 
  ****
  

  
  

  Business response

  09/12/2024

  We are writing in response to the complaint filed by Mr. ************** He reported a 2 year old billing error.  Our standard practice is not to pro-rate or de-rate invoices for more than 90 days out of fairness to both the client and the business.  Mr. ******* had been receiving invoices from us each month.  In the interest of resolving this matter amicably, we have agreed to a one-time waiver of our policy and will credit him $360.  Thank you.

  Customer response

  09/13/2024

   
  Complaint: 22234497
  
  I am rejecting this response because: I can only accept a refund  by check.. My main income is only SS income. I will only accept at least $600 with the 90 day credit they offered. A credit is unacceptable.
  
  Sincerely,
  
  **** *******

  Business response

  09/30/2024

  We have further reviewed Mr. ********* account and his request.  We have issued a full refund on the account.  It is our understanding that due to some financial hardship, he is requesting a refund check instead of an account credit.  While we do not normally issue refund checks unless an account is closed, out of consideration for his personal circumstances, we are making an exception.  A check for the credit balance on the account balance, less any amount currently owed, will be sent to Mr. ************** We hope this helps and look forward to continuing our business relationship.  

  Customer response

  10/01/2024

  I will make a decision when I have received the check, also about keeping their service too. If you can tell they have made 4 offers about a refund now. Not a very trustworthy company.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  During the month of July our tv service went out on many days..and the internet, out.. when they finally got the internet connection back it had shut down my computer and couldnt re connect. They had to send out a tech to re connect my computer and then they charged for this! it was completely the failure of their system that caused the problem. The whole month of July they had problems providing service here and we pay the normal monthly charge.They should definately make this restart to connection without charging us!The current amount for this on my Sept invoice is 54.00!!thank you for help ******

  Customer response

  09/02/2023

  Jet communications

  on current invoice it looks that they charged ***** over the monthly amount...

  ***** for regular service..I am paying the ***** with online banking to receive by 9/11.

  Thank you for your help,

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

  Business response

  09/13/2023

  Good morning,

  I am writing to respond to the complaint lodged by **************************  *********** call charge was added to ******************** account only after ************** went onsite to address her concerns with internet.  The internet service to her home was working upon the tech's arrival and the trouble was isolated to a network setting on ******************** personal laptop.  Prior to dispatch, we advised **************** of the possibility of a trip charge if the trouble was found to be with her personal equipment and not with our service.  She insisted that we dispatch a technician anyway and denied any issues with her personal equipment.  We honored ******************** request for an appointment. 

  Thank you,

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

  General Manager, Jet Communications

  Customer response

  09/15/2023

   
  Complaint: 20553714
  
  I am rejecting this response because: the network settings were changed when the connection came back..

  It was not my normal setting and was not the fault of my laptop. Jet needed to provide the proper service

  to get back in working order.
  
  Sincerely,
  
  *************************

  Business response

  10/05/2023

  Good morning,

  *************** to the updated information provided by ****************, and well as giving an update on this situation.  **************** claims that her network settings were changed when her connection came back, but that is not how internet works.  Network settings are not changed by a connection to the internet; a person has to change them.  In some cases, a computer is connected to a local network via an ethernet cable; in others, it connects to a WIFI network or mobile hotspot.  Occasionally, an individual will have trouble with network settings if they've clicked an incorrect button; eg, accidentally turning off WIFI or perhaps turning on airplane mode by mistake.  There are no special network setting requirements to use our internet, so if those were changed, it was **************** who changed them.

  That said, we do always want our customers to feel valued and that their concerns are being heard.  Although we were not at fault in this case, and were well within our rights to collect the full trip charge, we opted to issue **************** a partial credit of $10 as an act of courtesy and good will.  She is aware of this, as our Operations Manager spoke to her on the phone directly about it.  We hope this will help her to feel less frustrated about this situation.  

  Kind regards,

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

  General Manager, Jet Communications

  Customer response

  10/13/2023

   
  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,
  
  *************************

*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. ↩