ComplaintsforCutchall's Communications
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Complaint Details
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Initial Complaint
10/08/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband and I have not had internet connection since 9/3. I contacted the business that day and up to this point, we still do not have internet connection. On 10/1/21, the business stated that they sent a new Sim card the week prior, which still has not been received on our end. I have since tried texting the business and calling them during their business hours without any response. I have had to initiate all communications about the internet issues and trying to reach a resolution. On 9/22, I called the business and left a voice mail to update our payment information, as we got new debit cards and was not contacted back until an automated email on 9/24 stated we would be charged a late fee and the service would be canceled that day if the information was not updated. I had to message on ******** for them to contact me back. I paid the business $84.99 for service for the month of September even though we did not have internet service and would like that money back.Business response
11/24/2021
Now to address ****'s concerns, let me first tell you that the customer never requested any kind of refund nor are we bound to give the customer a
refund for internet that is down. We have all customers sign an agreement stating that. We do give out refunds out of the kindness of our heart
when/if the internet is down more than 3 business days.
In *********** case, I see that their auto recurring bill failed on 9-23-21 and even though we received updated card information from the
customer, I do not see where customer was billed again til 10-23-21. Since receiving this complaint letter today, I have reached out to **** to see
if I am wrong about her and her husband not being charged in September, but I did not receive a reply yet. I have an attached document showing the
successful payments in black and unsuccessful payments in red. Please note that the 10-23-21 failed payment was paid through our new merchant
services program.
********* also received a $100 modem at no charge when she and her husband came in to the store as a free upgrade. Most customers had to pay $100 for
this upgrade. I explained that it was free due to the issues they had and how long they have been customers.
As I was typing this, **** informed me that she contacted your organization and stated that our company took care of her concerns and
this complaint is dropped. Is that correct?
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.