ComplaintsforService Electric Cable TV, Inc.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The monthly Internet service from Service Electric costs $100.06 after taxes & fees. On 06/16/2023, I received mail from Service Electric stating that the internet bill was $336.41. Having paid $143 on 06/06, I was confused because the representative I spoke to on 06/06 noted the bill was $239.35 and made mention of only one fee. When this new bill arrived on 06/16, I see that there are three fees of $50 for a returned check fee and three fees of $30 for an NSF fee. I am requesting that these items in a total of $240 be removed from the bill. Here is why: For over five years I was charged for a service that was returned to the company for a phone line that I chose to disconnect. They were notified multiple times that the items had been returned to their office but insisted that the service was active. Finally, in 2021, one of their field people looked while they were here to update a different service. That person verified that there were no hookups for the service I had long stated was no longer active. When I asked about crediting those months of charges to a customer service rep, I was told they would only remove the fee for the inactive line for one month even though their field person verified there was no hookup for the service. More recently I spent about 3 weeks without Internet service due to outages from the company. As someone with a remote job, this greatly affected my ability to work. When I called to inquire about when the services would be back on I was told that they didn't have a timeframe. Most recently, their online bill payment system was out for about a month. I had made a payment and it did not go through because of that. I only found out because of a letter in the mail. While I appreciate that Service Electric offers Internet, I would appreciate it if this matter can be resolved. The issues with the service over time in addition to the more recent technology issues have been a hindrance to being able to be a satisfied customer.

  Business response

  07/06/2023

  July 6, 2023

  Dear ******* *****:

  ******** *******, Office Manager reviewed the account and found the following information:
  

  *** ***** ****** installed with us in 2014. Her daughter ******** is an authorized user on the account. In 2015 the customer had us out to the home to bring a new MTA for their phone service, as they thought their equipment was lost. At that time the Installer was able to locate their telephone equipment, and determine a new telephone modem (MTA) was not needed. Between 2015 and 2021 the customer was sent a telephone suspension notice each time their account was delinquent and the customer paid each time in order to avoid suspension. They also received a monthly statement showing their current services.  
  

  On 1/7/21 the customer contacted our office to change her package, making the 1st mention of no longer wanting telephone service. On 1/8/21 we removed the telephone billing from the account and reversed any charges added regarding phone for the month. If the customer was no longer using their home telephone service, they did not notify us until 1/7/21. In March of 2021 the customer was charged for a telephone modem (MTA) that was not returned after the disconnect of the telephone service. Even though the equipment was never returned, we reversed the fee of $100 as a courtesy to the customer after a company employee verified it was no longer in their home. 
  

  The customers internet service was suspended on 6/6/2023 after 3 payments scheduled by the customer from a checking account were returned for non-sufficient funds. At that time her account was marked that we would only accept cash, money order, and/or credit card payments going forward. The payments were as follows:
  

  On 4/28/2023 the customer scheduled a $50.00 payment for 5/6/2023
  On 5/19/2023 the customer scheduled a $50.00 payment for 5/24/2023
  On 5/25/2023 the customer scheduled a $50.00 payment for 5/26/2023
  

  Each time a payment is returned there is a returned payment fee of $31.50. Between 4/28/2023 and 5/25/2023 the customer did make two other payments (one in the amount of $51 and another in the amount of $70) that processed successfully. 
  

  We did have our online bill pay system down from approximately 3/27/2023 to 4/10/2023 while our system was upgraded. Any payments that customers had scheduled during the system downtime were canceled and customers were notified. They were not charged any fees, as their payments were not processed. 
  

  Over the last month the customer has not been part of any reported outages in their area. The customer has not contacted the office to report any outages, nor have they had a service call to their home for any reason since December of 2022. The only time the customer was without service was when their modem was suspended for delinquency.
  

  Modem suspended on 6/6/23 for delinquency. Customer paid $140.00 (plus $3.00 cc processing fee) to have service restored on 6/6/23.
  

  Modem suspended on 6/27/23 for delinquency. We restored service to the customer on 6/27 without a payment as a courtesy. 
  

  Thank you,
  SERVICE ELECTRIC CABLE TV, INC.
   
  Director of Regulatory Affairs
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Electric and Cable *** is having service outage in our area for 2nd straight day. Yesterday They gave me a Reference no.287268 (02/13/2023)Today Customer ********************** even refused to give me the reference number siting they need to know about the outage. I believe they can check from their location if my service if out. I have cable and internet service thru' Service Elec.and cable *** I work from home. I have lost 3 hour of work and today I am likely to loose another 3 to 4 hours from work and that is not sitting well with my Employer.Can I send a bill to Service Elec. and Cable ***

  Business response

  05/11/2023

  May 11, 2023

  Dear ******* *****:
  Service Electric offers Internet service to our customers and as with all providers outages can happen at any time. Please read out Internet Service Agreement at  ***************************************** . 
  Thank you,
  SERVICE ELECTRIC CABLE TV, INC.

  Director of Regulatory Affairs

• Initial Complaint

  01/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business has no respect for there customer in any way shape or form. My internet has been down for 2 weeks. We all know they have the ability to see the internet is out. Yet they wont resolve the issue till you call in. Out of respect for the customer you think they would refund the insignificant amount of money they charge you for the service from when it is out but they only offer from when you called in to report it. The biggest problem is the lack of respect for you or your time in general. They make you schedule an appointment with them and threat you with missed appointment charges. Then they do not even show up for the appointment time. My appoint is between 12pm and 3pm and it is past 3pm with no technician in sight or phone call of them showing up. The office does not care when you call in. This is by far the worst customer experience. One day the corrupt government will stop letting one company have a monopoly on internet in the North Eastern PA

  Business response

  01/24/2023

  This is not a customer of Service Electric Cable TV.   Please send to Service Electric ***********.

  Thank you

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

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I discontinued services with Service Electric over 4 years ago. When it ended all equipment was returned and all fees were paid in full. If service continued it was on the landlords doing - not me - my account was closed - service electric needs to resolve this issue, they say I have a bill of over $1400. Which is totally false. They have created bad credit for me - I want this taken off my credit - I want my name cleared ASAP . I owe then nothing and I need my credit cleared immediately.

  Business response

  01/06/2023

  January 6, 2023 
  

  Dear ******* *****: 
  We are working to contact *** ******* to go over his previous balance with our company. We  received no notification for the disconnect of account and equipment was not returned which  reflects the amount owed. *** ******* can contact us to go over this billing.*** ******* should  have a work order when he returned the equipment. We do not have record of this transaction,  however we will certainly look into this further with the customer. 
  Thank you, 
  SERVICE ELECTRIC CABLE TV, INC. 
  Jennifer B**** 
  Director of Regulatory Affairs
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting Dec. 2020 we had "tiling" issues with the tv service. In Jan. I contacted SECTV about it. Since then we've had multiple techs out to the house to fix the problem. A few claimed to see the problem outside, while others have rewired inside and at the box outside, and replaced the **** box inside. The problem exists in the outdated underground cables which they said won't be replaced for one customer. Each time someone comes there is no follow up communication so I have to reach out and tell them the problem still exists. I've been more than patient, inconvenienced and dealt with abruptly. This last visit brought out some supervisors. One even had the nerve to comment we're the only ones complaining. Might be the # of people going to ********. Funny - a couple techs had mentioned similar problems up the street and what they had to do. Communication is terrible, results non-existent. 4 times I documented date, time and channel problems. They take the list but...$200.00 a month!

  Business response

  10/28/2021

  October 28, 2021 
  Dear ******* *****: 
  I contacted our Field Manager in regards to **** *****. Mr. S****** sent out two technicians.  The tiling was not occurring when we arrived, but *** ***** was able to show us video. The  technicians changed out further equipment that may be causing the issue. 
  Mr. S****** issued credit and will follow up with **** ***** in a few days to verify everything is  still working. 
  Thank you, 
  SERVICE ELECTRIC CABLE TV, INC. 
  Jennifer B.
  Director of Regulatory Affairs
  

  Business response

  02/14/2022

  February 14, 2022 
  Dear ******* *****: 
  As stated in previous response, **** ***** must call our office and schedule a free service call or  ask for John S****** and he will continue to work with her. 
  **** ***** has not contacted our office directly to troubleshoot. Our last service call was  December 7, 2021 when **** ***** contacted the BBB stating she is still having a problem. 
  

  Thank you, 
  SERVICE ELECTRIC CABLE TV, INC. 
  Jennifer B. 
  Director of Regulatory Affairs
  

  Customer response

  02/16/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I shouldn't have to reach out to them again, especially since there has not been one indication that the problem was fixed. This is why I reached out to the BBB - because my repeated calls to SECTV had produced no satisfaction - and so it continues. Over $200.00 a month and this is what I get?
  
  Regards,
  
  *****************************
  

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Electric Cable TV arrived at out home on Oct. 1 to install internet/cable services solicited by their ************ 2 techs arrived in an unmarked van & unplugged our security cameras & cut one of the camera cables. Called Service Electric on Oct. 2 to report & was told this issue was high priority and a tech would arrive by 4 p.m.. Called back 4:30 to be informed that customer ********************** forgot to process the work request but a tech would be out on Monday and for the third day, someone needed to be home.The tech that arrived on Mon. & did not know how to correct the problem; accused me of removing a cable box & that the security cameras were working, I just couldn't see them. He blamed the connectivity issues on: RCN ( previous provider), the surge protector, the modem & the smart tv. We want any monies paid to this company reimbursed, the contract immediately voided without penalty, and a formal complaint registered against Service Electric Cable TV. Thank you.

  Business response

  10/13/2021

  October 13, 2021 
  
  Dear ******* *****: 

  On 10/1/21 a Service Electric installation subcontractor completed an installation of cable and  internet service at **** ******** ***. All installers carry photo identification, and their vehicles  have company logos on them.  
  

  On 10/2/21 the customer contacted our office and reported that their security system had stopped working since the installation. At that time a service appointment was scheduled for 10/4/21. On  10/4/21 a service technician arrived to the home and verified the customers security cameras  were intact. One output cable that provides the customer a view of their camera screens was  located behind the customers furniture and repaired.  
  

  Internet connectivity issues the customer sited were corrected by moving the modem power  outlet from a loose fitting in a surge protector to a wall outlet. The technician also walked the  customer through wifi setup for additional smart TV's/devices in her home before completing his  call.  
  

  The customer has since changed providers without any termination cost/penalties and we have  refunded the customers initial down payment in the amount of $34.50. 
  

  Thank you, 
  SERVICE ELECTRIC CABLE TV, INC. 
  Jennifer B.
  Director of Regulatory Affairs
  

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