ComplaintsforNorthland Communications

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m in the process of starting the home buying process. I have someone working on my credit. I was made aware of a collection account on my report I had no knowledge of. Called the collection company, Financial Account Service Team and they provided me the name of the company. I contacted Northland Communications over a month ago about this account that was opened in my name and told the agent I have never lived in the area (they operate in Greenwood, SC and Seneca/Clemson, SC). I offered to send in my lease and drivers license for proof of address. Agent said someone would contact me back & I never heard anything. Contacted them today to check on this issue and again, nothing was done. This time the agent said I need to file a police report. I asked for the account number and address that shows and he wouldn’t even provide me that information saying that he couldn’t do it. If the account is already opened I my name, with my information, why can’t I get this information to help aid me in getting this off my report??? It should not be this hard to have a fraudulent account removed if I’m offering to send proof of address for the last 2yrs if the account was recently sent to collections. Obviously I have never lived there and trying to provide documentation to get this resolved and no help from the company at all. Filing a police report with no information is a bit ridiculous and the reasoning behind even more ridiculous when the damage has already been done. I want this removed from report immediately

  Business response

  12/30/2023

  Thank you for bringing this issue to our attention. We appreciate your feedback and the opportunity to investigate your concerns.  On 12/28/23 a Support Specialist followed up with you to go over the account. It was discussed, at this time the collection balance would remain. It can be reviewed in the future if/when more information is provided (a police report). 

  
  Thank you for taking the time to speak to us regarding your concerns

  
  Regards,
  Vyve Broadband
  ******************
  ***** ********

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Vyve broadband wrongfully terminated our services because of a billing problem whenever I added cable to our internet package December 31st of last year, I was told that it would not be a problem but now vyve broadband wants 700 plus dollars to restore service.

  Business response

  03/15/2023

  We apologize for any frustrations this may be causing you. On March 14, 2023, a Support member contacted you to discuss your billing concerns. We appreciate you taking the time to talk with us regarding this experience.
  Regards,
  Vyve Broadband

  Customer response

  03/15/2023

  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. 
  
  Regards,
  
  ******* ****** 

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will preface my issue with Northland Communications (formerly Northland Cable), by saying that the last date of service with this company was 7/17/2020 when our son was in college and used them for internet services. Prior to this, two other sons used them 2012-2018, and there was never an issue. I received a collection notice from NC with the date 11/14/22 stating that 327.51 was owed. This was the first and only communication received. I spoke to three representatives, one of which was extraordinarily rude and pretty much accused my son of not returning the equipment. He also stated that the collection agency had to "track me down", when in fact, Northland had all of my information on file as confirmed by a most helpful rep. 150.00 of the charge was for equipment not returned. The equipment was in fact returned through the USPS, an acceptable form of return. During this time, 7/2020 covid protocols were activated and this was the most reasonable form of return for my son. Per a Northlands rep, the last pymt. received was 7/17/20 and this was also the time our son moved out of his apartment. The rep could find no documentation that any notices with regards to equipment not returned or any late fees,( in fact, no late fees were found at all), had been sent to myself or to the forwarded address my son had left. They did however, charge for service in September and October. On good faith, I did find it reasonable that perhaps the call was not made to discontinue service, so had no problem paying for the 2 months of supposed service. A time and date was given for when the service was discontinued, but I was not told in what manner it had been shut off ie; call from customer, tech disabled, etc. They also charged a late fee that could not be waived, 7/2020-11/2022? Currently, they have submitted a form to see if they can track down equipment from over 2 years ago, that was mailed. Feel like it will not be found and I will have no recourse.

  Business response

  11/26/2022

  We thank you for your feedback and apologize for the any frustrations. We attempted to contact you at ***** ******** on 11/25/22 to address your concerns with the billing. We also sent you an email on 11/25/22. We will continue to work further to ensure your concerns are resolved.
  We appreciate the opportunity to work with you on a resolution.
  Thank you,
  Vyve B********

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/21/22 Paid Vyve $43.91 for first month of service and install is free. Prebury of line was supposed to be 2 weeks. Talked to Homer on 3/11/22 & no work order so dispatch you check and call me. (No word) Talked to Brian on 4/2/22 and he said Obet submitted a work order 197320 on 3/1 and it should be about done. He said dispatch would call me directly. (No word) Talked to Margie on 5/20/22. She said another ticket ******** turned in on 5/2 and install should be any day now. Talked to Alejaundra on 6/13. She said install was scheduled for 6/11. She transferred me to Crystal and after a 20 minute hold, she said a note was sent to contractor and pending installation. Talked to Edgar on 7/14. He said the install was scheduled for 7/13. I requested a refund of $43.91 and he said there was no record of me making any payment. I told him I had the VIsa payment in my hand for $43.91 made at the office in Seneca on 2/21/22 at 3:57PM to vyve account number **********. Transaction number *********, batch number *******  He said Vyve had no record of it and he would investigate but, could not issue a refund.

  Business response

  08/02/2022

  Vyve’s Response:
  Hello, we apologize for the frustrations you have experienced with the refund process and appreciate you bringing this issue to us. On 7/29/22, we did reachout to discuss your concerns and you confirmed receipt of the check. This has been resolved. We appreciate you and thank you for your time.
  
  Regards,
  Vyve Broadband

*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. ↩