ComplaintsforResound Networks LLC

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Resound Internet company had taken money out of my bank without my authorization, I have not received any final bill after I disconnected my service as I had to leave the state for an emergency so I would not be using the service. I have disputed this with the company, they refused to address the issue and have not issued me my final bill to see the breakdown of my bill, as they say the early termination fee is $215 but I was charged $218.51

  Business response

  03/01/2024

  Customer ****** ******** was told of the early termination fee, $199 + tax, when she called in to disconnect on February 19, 2024.  Attached is the 1 year contract that was signed and the term of services that was signed giving Resound Networks LLC the approval to take final payment on account.  Final bills have been sent to the email on file for the account.  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Resound withdrew $44.35 from our bank account on July 3 without our consent or even without warning two months after discontinuing their service after multiple unsuccessful attempts to solve problems with internet outages. The withdrawal caused us to incur an overdraft fee of $22 and will likely cause issues potentially incurring other fees if not resolved by Monday. We called Resound as soon as we saw the email from our bank. Only the technicians were still available, so the employee we spoke with was very understanding but could not help other than to investigate and take notes of our phone call, advising us to call back Monday. In order to try to prevent problems with future overdrafts as a result of missing $66.35 from our account, my husband will have to miss work Monday to talk with Resound and our in town bank while I rush to deposit funds in our bank out of town.

  Business response

  08/04/2023

  We currently do not have a customer in our system under this name. We do although have a customer by the name of ***** ******* who called to cancel service on June 7, 2023. The money that was charged to the card on file was for internet usage for the month of May that had not been paid. The customer has had a card on file with Resound since November 14th of 2018 and has authorized resound to take the payment every month since then. Resound waived the late fee of $27.07 for the bill that was past due for the month of May 2023 and simply charged the normal monthly payment for services rendered as our Terms of Service (attached in this document) states that we will do. Also please note that even though the customer did not call to cancel service until June 7th 2023 they were not prorated or charged any additional fees for the month of June.

  Customer response

  08/11/2023

  I am rejecting this response because: they are either misunderstanding the nature of the problem or are choosing to ignore it with a misleading response. We were charged $47 in returned check fees because of their actions. If we owed them money for May, they would have sent us a bill like any other time. The only communication we received was an email (attached) that made it sound like they were threatening to disconnect service and remove equipment that had already been disconnected and removed at our request (a request that had to be made more than once because it didn't work anyway). Their response makes it sound perfectly natural that they withdrew funds on July 3 from an account in Amarillo. However, I have just now logged in to both our bank accounts and verified that we only paid them from that Amarillo "card on file" once in the last year and a half (Sept. 20, 2022). Every other time we called in our payment regularly (between the 12th and 20th of each month when due) from our bank account in Pampa. If they had simply given us warning that they were going to charge us, we would not have transferred that money from Amarillo to Pampa, and these fees would have been avoided. When ***** tried to talk to them about it Monday while I was in Amarillo trying to deposit money to avoid further fees, the Resound representative called him a liar and hung up on him. According to our previous contract with them, they can legally take that money from the card on file, but I would really appreciate them understanding the problem enough to cover the $47 in returned check fees ($22 from Amarillo and $25 from Pampa).

  Business response

  08/14/2023

  Resound Networks did not take anything out of an account that was not authorized. The customer had not paid for the service in the month of May and did not call to disconnect until June. Resound did not bill for any services in the month of June and waived all of the late fees for the month of May before taking the payment. If there was not an authorized credit card or bank account on file we would not have been able to process the payment. We certainly apologize for the inconvenience of the overdraft charges but only received payments On the account for the time you had the service.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Resound Network Charges me every month $82.99 for high Speed service for 50MPS I've been a customer since September 24, 2019 and til this day i do NOT get Reliable service every month and i get charged full price with no discount. Resound sends in their tech fixes the issue for a week and goes back to being the same call their call center for technical support and i always get a runaround about how this is a tier 2 problem a engineer gets involves and NEVER resolves my issue. til this day i still get the following number from Speedtest.net Ping of- 61 Download -5.39 Upload-0.64

  Business response

  03/29/2022

  Business Response /* (1000, 9, 2022/03/17) */ Resound Networks has made numerous attempts to resolve the issue. The customer has a customer owned router that limits the testing ability from Resound Customer Service Representatives without the ability to go on site. As a means of resolution Resound Networks designed and installed a custom system solely for this customer to be able to stream as he needs to. The customer has not had any issues in the last week since we have installed the custom design. Customer has communicated with the leadership of Resound and is happy.

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