ComplaintsforTPx Communications Co.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  What the business committed to provide me: The business has committed to providing me with VOIP telephony services, and internet connectivity services, as well as support for these services.What the nature of the dispute is: The business has failed to provide resolutions or responses to multiple requests and incidents over the past 12 months, including incorrect billing incidents, failed equipment delivery incidents, as well as service change requests. These failures to provide resolutions or responses results in myself spending an unreasonably and excessive amount of time providing support and guidance to TPx on how they should be conducting their business. The effort that myself and my business spend on providing this support and guidance to TPx is not appropriate and significantly disproportionate considering the services that TPx has committed to provide to me - resulting in myself and my business more often than not having to escalate requests to various departments within TPx before clear responses are given. It is more apparent that I am now providing services to TPx, rather than themselves committed to provide me with services.Whether or not the business has tried to resolve the problem: No, the business sends automated and non-resolving statements such as "your case is now closed", "Reviewed all the cases and assigned to another team", "This will be reviewed next month", "We're looking into this", "a subsequent case has been opened".Case numbers being referenced: CS00001092776, CS00001124797, CS00001124798, CS001124791, CS00001124792, CS00001124804

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received an invoice for $5,0003.35 for early contract termination. I signed the contract 10/10/2017 for 5 years. We reached out the *** to cancel service because they were not able to provide the service we were paying for. Our phone lines and internet speed were never what we were supposed to get. They informed me that they automatically renewed my contract without, and I never agreed to it. My last email communication with *** was on 8/16/23 from *** sales manager looking into this matter and would circle back with update because I disputed the charges. On 10/09/23 I get an email from collections requiring that I pay by 10/11/23. I am asking that you please help me with these unfair business practices where they automatically renew my contract and breach it by not providing the service, they are charging me for. Thank you!

  Business response

  10/27/2023

  Please see attached

  Customer response

  11/06/2023

  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

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our business phone provider is TPX communications. They have informed us on July 19th that they will no longer support our 3 phone lines. Recently, they informed us that the lines will be cut on August 16th. We have not had enough time to port over the numbers and find a new provider. The option they have offered us is much more expensive than our current rate and requires a 3 year contract which we do not want. This notice has been abrupt and ugly. The person who notified us was not helpful and didn't care about our business at all despite being a long term client of over 20 years. All of this will severely disrupt our business if our numbers are suddenly disconnected. We have had these numbers for over 20 years and they are vital to our business. We require more time. Additionally, during these few days, our phone lines have had recurring issues. On August 1, the lines were completely down, and this week the caller ID which we pay extra for is not working.

  Business response

  08/22/2023

  Attached for your review is the response to the complaint.

  Thanks

  Customer response

  08/31/2023

  Complaint: 20456382
  
  I am rejecting this response because: 

  In response to the letter from TPX, all three lines have been requested to port over. There was an error from Spectrum, they typed the last 2 digits of the 3rd line incorrectly. At this point all info should be correct. The lines have not yet been ported over. ******** acct manager says that the port request was rejected by TPX and they had to resubmit it. Port date is currently set in September.  

  Additionally, our phone lines were once again down all day yesterday (8/30/2023) and pending repairs today. 

  In addition to 2 weeks without caller ID, we had 2 days of missed business for my office.

  Yesterday, I had to call TPX and leave several messages until I finally received a response from TPX agent "*****". ***** was angry and argumentative because she believed I had not notified TPX about what I am going to do with my lines. ***** informed me that backup lines had NOT YET been set up and that a technician would need to be scheduled to come out and do this - which is in conflict with what I had been told by "******" . ****** told me that TPX will set up forwarding numbers so that our original business number - which we have had for 20 years  - would not be lost until it can be ported over. 

  I am requesting a refund for the month of August, in addition to confirmation that our numbers will remain active until they are ported over.  

  Numbers to port over in September:

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

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

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

  
  Regards,
  
  *******************

  Business response

  09/05/2023

  Attached for your review is the response to the customer's rebuttal.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been a customer with TPX since 2007. Their service started declining and we have had issues which prompted us to move all our accounts away to other providers. For the last location we ordered the phones to be ported from TPX to Spectrum. TPX released the numbers too early causing significant business impact and cost to have the tech come in to fix issues caused by them. We contacted them but they then sent us a bill which we have questions about and informed them of the cost impact caused by their actions, including having to pay a tech to come out to resolve the issue. They sent our account to collection without explanation and knowing that we are requesting compensation for the cost and impact and that we were disputing the charges. We will never do business with them again. We paid the bill under duress since the collection company was harassing us, but we are referring this to our attorneys to take a legal action and we have filed an FCC complaint. We will also file a ********** ******************** complaint.

  Business response

  08/01/2023

  Attached for your review is the response to the complaint. 

  Thanks

  Customer response

  08/01/2023

  Complaint: 20388444
  
  I am rejecting this response because: The response by TPX includes personal information and addresses and phone numbers personal emails which must be removed immediately. 
  WE are rejecting their response because it is false. TPX released the numbers before Spectrum notified them that they were ready to receive them on 3/17/23. we have had nothing but problems with TPX and we had to move to Spectrum because of the issues with them, lack of support and customer service, and rude conduct. They retaliated by releasing the numbers before Spectrum was ready to receive them. This resulted in us having a technician fix the issue at an extra cost. 
  We fled FC complaint against TPX and will file a ********** utilities commission complaint and will refer to our attorneys for a formal legal action. 
  REMOVE ALL PERSONAL INFOMRATION FOR TPX'S UNPROFESSIONAL RESPONSE AND REMOVE THEIR LETTER IN ITS ENTIRETY. 
  Regards,
  
  

  Business response

  08/02/2023

  TPx has confirmed that TPx followed all proper procedures regarding the customers port request. 

  TPx only authorizes that the numbers can be released. The winning carrier (Spectrum) controls when the numbers get released. There is no evidence to support the customers claim that TPx released numbers early.

  Customer response

  08/03/2023

  Complaint: 20388444
  
  I am rejecting this response because: We had to drop TPX and move our services to Spectrum because of their failing service level and lack of customer support. We had multiple accounts with the and we had to move all of them because of declining the service level. We had internet disruptions among other problems.
  TPX was not happy; they refused to port our numbers for multiple attempts each time coming up with a different excuse until we involved the **** Then TPX allowed our numbers to port but here is what they did. Usually the company that is receiving the new service (in this case Spectrum) would install its own equipment, run cables and activate temporary phone lines. Then they would notify the previous company that they are ready to receive the numbers being ported and TPX would release and Spectrum would receive the phone numbers.
  In this case, on the day of porting, TPX in retaliation released the phone lines which means they disconnected all our phone and fax lines before they were notified by Spectrum that they are ready to receive the numbers.We contacted TPX and they said they jumped the gun but their staffer did not care. This is either an act of incompetence or intentional and in either case they caused us loss of business and damages which we will seek in a court of law. We lost our phone lines on a busy Friday and all phone lines and fax lines were down.
  TPXs response to the BBB is dishonest and deceptive. We are currently planning a legal action in a ********** court of law to recover our damages caused by their disconnection of our lines before they were ready to be ported. This is unprofessional. We will never ever use TPX. 
  
  Regards,
  
  

  Business response

  08/08/2023

   

  TPx checked to see if there were any service issues documented around the time of the port::

  There was a report of services down on 2/14/2023 due to unplanned maintenance from Frontier. The services were confirmed restored by 12:34 pm the same day.  The port request was not associated with this issue, since the port request was not received until 3/7/2023.  There were no other reports of service issues during that time.

  TPx only authorizes that the numbers can be released. The winning carrier (Spectrum) controls when the numbers get released.  There is no evidence to support the customers claim that TPx released numbers early.

  TPx has confirmed that all proper procedures were followed regarding the customers port request. I reviewed the account and found 2 port order requests as follows:
  

  Port tickets
  Ticket # *******
  Ticket # *******
  
  Ticket # ******* was rejected on 3/7/2023 and 3/10/2023 due to the remaining service were not addressed. This port order was approved for the port date of 3/17/2023.  The numbers were successfully ported on 3/17/2023.  Spectrum activated the 5 requested numbers.
  
  Ticket # ******* was approved on 3/29/2023 and ported on 3/29/2023.  Spectrum activated the number that was requested.

  From this point, not sure what else can be said regarding the porting issue, since Spectrum controlled when the numbers were ported.

  Customer response

  08/10/2023

  Complaint: 20388444
  
  I am rejecting this response because:The Response by TPX is untrue and self serving. The porting was initiated after having numerous issues with TPX. We had to move 8 accounts from TPX because of diminished quality of service and customer service.
  This particular porting was initiated in late February/early March. TPX kept rejecting the request from Spectrum for nonsensical issues to make it harder to port out. We had to file FCC regarding their refusal to port our numbers to Spectrum for the other account. The porting was supposed to take place by 4 pm to give Spectrum time to set up their equipment and get ready to accept. TPX released the lines and disconnected our phones earlier in the day leaving us with no phones or fax line.
  Their action seemed vindictive and reflective of lack of professionalism. We are taking this to court to recover damages caused by their actions. We will never do any business with TPX of any sort. There is no customer service, lacking technical support, and very difficult if not vindictive attitude.
  While the BBB could not resolve this complaint, we are certain that we will be able to resolve it in court and have the **** FTC, and ********** ******************** investigate this company. 
  
  Regards,
  
  

*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. ↩