ComplaintsforTruVista

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Internet went out on Sunday 7/2/23. Call tech support, told a tech would be out in 24 hours. On Thursday went to the regional office, they would see what was going gangbusters n and call us back. No phone call. Here it is Friday, 6/7/23. Still no internet, still no phone call from anyone, still no technician to fix our issue. To say I am very unhappy is a vast understatement! We have been customers for years, with no complaints! This is beyond ridiculous,l!!!!

  

  Business response

  07/18/2023

  I spoke to ******************* this morning in regards to her trouble ticket.  Since she was without service for 5 days I have issued her a $20 credit which she was very thankful for.  She did say that she loves TruVista and that this is the first time she has had any issues with her service. In reviewing her account I did see comments from a tech that he tried to reach out to her on July 4th, perhaps they were not home due to it being a holiday. I gave her my direct number for to call me if she encounters and further issues. 

  Customer response

  07/20/2023

   
  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

  12/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  truvista allowed someone to have service in my name at ************************************* in 2018 febuary 2016 i turned in all equipment and asked for service to be disconnected however service stayed on until april 2016 when someone called pretending to be me and truvista allowed and ran service for several months i did not find out about this until nov 2022 i paid money i should not have been made to pay ****** 60 of that was deposit other was from old bill i never had someone illegally got service in my name and truvista allowed it service gets cut off.....havent had it for 2 weeks say i owe more some was written off however all was not i asked for weeks for resolution nothing went to office on several occasions i woul like my bill fixed correctly and monies i paid refunded to me from bill truvista and tenents created

  

  Business response

  12/15/2022

  Our detailed records show that the service under the name of ****************** at ************************************* was active until Sept of 2016 when the service was permanently disconnected for nonpayment.   At that time, the equipment was billed because it had not been returned and there was a $200.00 early termination fee (ETF) applied to the account. During 2016, to include the time period of February to April that Ms. ***** is disputing, there were several instances where Ms. ***** called in about the services at the subject address and **** verification was performed to insure account ownership prior to any action being taken on the account. There is no record of request to disconnect in February or 2016. One of the **** events occurred on April 4th 2016 when Ms. ***** called in to report an internet trouble.
  
  We do not have any record of active service at ************************** from Sept 2016 to Nov 1, 2022 in the name of *******************  Service at the above listed address was activated in November under ****** Eagles name in November 2022. The equipment fee and ETF that was charged back in 2016 were both credited back to the account in November 2022 when Ms. ***** Reconnected services.
  
  Based on our records, there is no indication that Ms. ***** is due any further refund.  We will certainly review any new records or evidence that Ms. ************** have to support her dispute.

  Customer response

  12/28/2022

   
  I am rejecting this response because:
  
  truvista allowed someone else to have service in my name for months huge **** they ended up correcting but my service gets cut off because of their errors since nov 2 i have overpaid them ****** they keep adding to bill no call backs nothing they are the worst of the worst.

  Desired Resolution:     
  Explanation of Charges

  

  Business response

  12/28/2022

  It appears that Ms ***** spoke with ******************* yesterday, 12/27/2022, and the charges were explained to Ms ************ According to the note on the account, Ms ***** now understands the charges that have appeared on the bills. It appears the rejection of the response occured before the conversation yesterday.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So we have had an "upgraded" DSL line since 2015. I use the term "upgraded" purely for laughs, because this internet service is a joke. We have 10mbps download speed, and up until January 2019, 1mbps upload speed. But in Jan 2019 they "upgraded" (again purely for laughs) their main box near my road, and my upload speed dropped to 512kbps, which is hilarious that they charge an arm and a leg for a dial up speeds. I had a tech come out because I thought something was wrong, and the tech informed me that that was what I was suppose to be getting all along. So all the times over the previous 4 years you came out to my house to fix my internet and said 1mbps upload was right, where you all just lying or incompetent? Due to this **** poor joke for internet I lost my work from home job because my upload speed was no longer compatible. Meanwhile at the end of my road you all leave signs advertising that faster internet is available, but when I call, you tell me no it's not. So why are you falsely advertising better speeds at the end of my road, when you actually don't? Oh and one more thing, you all say that I'm suppose to be getting 512kbps as my upload, so why is the second internet line in my house through you guys (same exact package) still getting 1mbps upload speeds? It's one thing to be lied to, it's a completely other thing to be lied to by a company that is so utterly incompetent they can't make their lies believable.

  

  Business response

  09/12/2023

  After confirming with our ***************** currently we are unable to offer any higher speeds to the customer than what they currently have, which is 10 Meg ********* We do send out emails & direct mail to our customers once we are able to offer higher speeds within their areas.

  I as well am placing this customers information on my calendar and will also contact them if we are able to upgrade their area to offer higher speeds.

  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. ↩