ComplaintsforAstound Broadband powered by Grande

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into this store some time in March 2023 to return equipment and cancel my account due to moving from the location. When I went into the store I provided all the needed equipment and was told, by the store rep, that the account was canceled and any unreturned equipment charges that were on the account would be cleared out with ***** hours since I returned everything. I just received a collections hit on my account stating that I owe $145. I have received any bills or emails regarding this balance and there should be no balance due to the account being closed and equipment being returned. I need this balance cleared and removed from collections on my credit.

  Business response

  04/23/2024

  The customer had a bill that was due on 4/23/23 for ******. $66.86 past due and ***** in current charges. The current charges were for 4/01/23 - 4/30/23 since the customer disconnected on 4/20/23 the prorated bill due is  $145.03.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was enrolled in the *** program as of January the 9th 2024. I have a voicemail from a representative named ******, confirming my enrollment and that my $30 discount would be applied to my January bill. However, when the January bill came due I still had not received the $30 discount on my bill and had called in three or four times trying to find out why. I was finally told I had to un-enroll in the auto-pay program; to pay the bill directly because I was getting additional discounts because of the auto-pay. At that point I was also told that the $30 discount wouldn't hit my bill until February the 7th.So on the 31st I had to pay my full bill plus an additional $1 service fee because I was paying directly without the auto pay service. The $30 discount hit my account the same day. When I received my February invoice it indicated Im being charged exactly $71.00 for phone equipment on 1/9/20 It is allegedly a modem that was also phone support capable that I received in 2020! It was changed out due to an upgrade in 2022. I did some checking for voicemails, emails and of my bills. I found nothing whatsoever in any communication indicating that there is an expectation that any equipment will be left in my custody for me to return per a visit from a technician. Had there been, there would have been a time limit on getting the equipment returned otherwise Im sure they would have financially penalized and with interest. And so common sense says that it is the burden of the technician to ensure that all equipment is gathered/retrieved and removed from the customer's possession; being the technician's burden to return. Number two - they (Astound/RCN) do not supply technician names, phone numbers, or email addresses at any part of the process. Its virtually impossible for me to contact the technician as this information isnt provided.

  Business response

  06/25/2024

  The customer also had a FCC complaint and we have tried reaching out to the customer.  I called the customer on 4/22,5/*****/** and left voicemails. I also sent an email. The customer does not have equipment charges on the account. Equipment was marked returned on 5/10

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signed contract for services for $125 plus tax monthly. Also to receive $50 referral for a friend who by the way is receiving the correct monthly billing of $125+. I have spoken to managers every month since November regarding no referral fee and my bill being $161 each month. One month they told me to only pay partial and Im not comfortable with that but did hoping not to hurt my credit.

  Business response

  02/23/2024

  I spoke with the customer and we were able to resolve the issue 

  Customer response

  02/28/2024

  Better Business Bureau:
  
  Resolved.

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1/11/2024 - Bill received for ***** for service from 12/11/2023 to 1/11/2023. 11/11/2023 - My fathers passes away. 12/3/2023 - Astound/Grande turns of internet service to my house. 12/7/2023 - I pay all bills upto 12/11/2023 and request that my service completely be turned off. And relay to the agent that I am hereby requesting to stop service to my house and that I have paid upto 12/11/2023. Agent tells me to call the next day because they are having some computer problems.12/7/2023 - Modem removed from service and disconnected.12/8/2023 - Multiple communications with Astound agents requesting that all services be stopped and that bill be stopped given that service was stopped on the 3rd I should not owe anything.- Modem returned to local Astound store a day or two after.1/3/2023 - bill received without explanation for the charges. When I call the agent I ask her what the charges are for since I prepaid beyond the actual service that was paid. Her explanation of the charges was "you need to pay x amount otherwise your balance will be forwarded to a collection agency"...She never explained what the bill was for since the service to and from had passed and I had paid utpo the service time eventhough the service was stopped on 12/3/2023. No explanation.1/17/2024 - Receive bill for $***** without an explanation.NOTE: There is a number of calls on record where I reported, helped the techs troubleshoot the constant internet service drop at ~10am and ~3pm EVERY DAY. There is a record of times when the service was off for 3 days at a time and I never got prorated credit because the agent stated "call once the service comes up to get credit." I need to have the billed amount removed from my account. I am being billed for service not rendered and have paid beyond the dates of the service rendered. This amount seems punitive. You can not cancel online, agents can not cancel, and there is not expedited way of canceling service....HOWEVER, they can easily cancel

  Business response

  01/29/2024

  I spoke with the customer and backdated his disconnect. The customer has a zero balance 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am so tired of calling this company. And getting rude people which causes me to get rude. This is not the first time but obviously you do not care about your customers there's a reason why you go online and you only have one star or two stars. Everybody does not have to use your service I called to talk about my bill I got a person who was rude who had me on hold for 20 minutes and then she hung up in my face which caused me to be rude when I call back to a supervisor in the ************** office. Who said my bill was expensive because of promotion that expired but they can't do anything with the bill not very helpful either. I want my bill adjusted because I can actually do business with another company and if you're unable to accommodate me please contact me and let me know and then I will go to Spectrum immediately I look forward to your response

  Business response

  02/05/2024

  I have called the customer and left voicemails. I have also sent an email and received no response 

  Customer response

  02/06/2024

  Complaint: 21057459
  
  I am rejecting this response because: the company did indeed leave me an email however they have never left a voicemail. I have called several times but there's never a live person on their end. You are unable to respond to the email because it says do not reply. Please have the company call me and leave a message with a number with an actual person so that way we can resolve this issue. Thank you so much
  
  Regards,
  
  *********************************

  Business response

  07/31/2024

  We do apologize for your not so pleasant interaction with customer service. We do pride ourselves on customer service and will review the call and send feedback for training 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was an internet customer of this business for 2 years. We moved state,so I lawfully terminated service ending November 3rd,2023. Requested a shipping label and shipped modem on November 10th.On November 12th account was charged with $129.90.Called hotline on week of November 13th and was told that it was because modem hadnt been returned yet and once they received package from ***** it would be put to $0.Modem arrived back to ************** on November 13th according to *****.On December 4th I receive a new bill with the amount of $129.90.I call hotline right away and am asked if I returned modem and if I had the ***** information and I affirm. I am told that a case was opened to set the balance to $0, which would take up to 48h.I check my balance again on December 11th and it is still at $129.90.Called again and after some wait am told that I'm charged for the full modem amount because it was damaged.I tell the person that modem was in full order and fully functioning when shipped and that previous person had not said anything about a damage.Balance was supposed to be put to $0. Again a case is opened and I receive a call on December 12th telling me that report from the warehouse stated that the modem was damaged and if I had prove that it was in order when I shipped it. I believe it got shipped to the store, so maybe it got damaged in that transit. I told her I didnt know I had to take photos/video of the modem before shipping it, I had not been made aware of that. Also, if it got damaged in transit, it should be claimed through *****, not me. She insisted that I needed to pay and that it would be sent to collection within 3 months. I told her they needed to provide proof themselves that the modem was indeed damaged and that it didnt get damaged in transit but by me. This is unacceptable. They were able to see that the equipment was used till the very last day of billing period. And then I break it before shipping it? I refuse payment. ***********************

  Business response

  01/31/2024

  We were able to resolve the issue. The customer is happy with the resolution 

  Customer response

  02/01/2024

  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. The company has removed the charge from my account and there is no outstanding balance as of today. You may remove this from the company's profile. Thank you so much for your support and help!
  
  Regards,
  
  *******************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We canceled our service on ***** and then returned equipment in October as we moved to another city. The company charged us $303.10.I called them week of ***** and was advised refund takes ***** business days. They received the equipment on *****. Then I called and was advised I should get a refund then was advised I will get a refund after statement cycle back on my credit card. I have attached two screenshots. One showing a $86 refund on ***** and I didnt get it back. Then I ********** for the remaining refund on *****. I have called 4 times since. I keep being told my issue will be escalated and Ill get a call within ***** hours - yet nothing. Not even one email. They recited the equipment 36 business days ago at its time to pay us back.

  Business response

  12/11/2023

  A refund of -$303.10 will be issued within 30 days, the account was disconnected Fri, Sep 1, 2023 and last payment made 09/30/2023 ******* was for equipment that was returned 10/19/2023
  
  
  

  Customer response

  12/11/2023

  Complaint: 20982341
  
  I am rejecting this response because like you said the equipment was returned on 10/19 and now it is 12/11. it has been 53 days while in your response you say I should have it within 30 days. It is way past 30 days. Why are you keeping my funds for 53 days and more. What date will I get my refund? How will I get my refund?
  
  Regards,
  
  *************************

  Business response

  12/14/2023

  ****** will be refunded to VISA 16 XXXXXXXXXXXX9984 by Friday 12/22.  It can take 3 to 5 business days to release the funds. 

  Customer response

  12/14/2023

  Complaint: 20982341
  
  I am rejecting this response because I will wait until 12/22 and see if I hav the funds. To be clear, you received the equipment on 10/18 and you will refund me on 12/22. Thats 65 days and not 30 days. 
  
  Regards
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled Astound Broadband Service by going in person to their office in Sienna in *************, ** on November 22nd. They refused to give me any proof or confirmation of the cancellation. I called their customer service next day and they confirmed account is cancelled. The rep told me the internet would still work till a technician comes and turns it off in my apartment complex and I should stop using it. But my account is cancelled and I will not be billed anymore.I have now received an online bill for the month of December. I again called on Dec 3 and spoke to a customer rep and she said the account is cancelled and she has fixed the bill and I do not owe anything. However their online website still says I owe the bill for the period Dec 1 to 31 . Again she said she cannot give me any proof or confirmation of the account being cancelled.I need to make sure the account is cancelled as on November and I dont receive any more amount due bills for December. Hence I am reaching out to BBB so that they do not keep charging me for a disconnected service or they refuse to disconnect the internet service for whatever reason.My account number for ******************** is ***************

  Business response

  12/05/2023

  Service was disconnected and billing ended Tue, Nov 21, 2023. Any prorated refund will be issued within 30 days of disconnection.
  

  Customer response

  12/05/2023

  Complaint: 20953201
  
  I am rejecting this response because:
  
  

  i have received a bill for December in my online account. They have not removed it.

   

  why am i getting a bill for December after the service was disconnected in November and why is this December bill not being removed?

   

  my online account should show a zero balance

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

  Business response

  12/06/2023

  The online account should reflect a credit balance of -$29.16, as this is the amount reflective of the changes made to the account 12/5
  

  Customer response

  12/11/2023

  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

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Astound broadband has an unfair practice. They restrict my broadband service which I'm paying for. They do not honor the service agreement I have with them. As soon as I call customer service, it becomes a bait and switch game including sending a technician out, tweaking the service back to the agreed levels and threatening to bill you if the technician finds no issue. It's almost comical to watch and experience because it is repeatable. This is an unfair practice and they need to be held accountable.

  Business response

  12/05/2023

  A technician visit was scheduled 12/02/2023 ***** but canceled through the automated phone system. Please schedule a technician visit if the issue persists and keep the visit so we can take a closer look into any connection issues. There have not been any speed tests run on our server by this modem since 2022-10-10 15:35:11. To accurately run a speed test, please visit ******************************************************* an Ethernet cord connection between the modem and computer. The results when run accurately are automatically added to our modem diagnostics history. 
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called in on November 29th around 7:50 am in regards to my billing continuing to increase when my services were initially supposed to be covered with my $30 ACP discount , I was quoted $25 a month with the equipment and modem fees to be free for 24 months and my ACP credit was supposed to cover my services but it had not . I got service back on February 28th and my ACP credit was transferred from *************** and is shown on my first billing statement which was on March 1st and months after , my ACP credit was removed from my account for some reason in July of 2023 no representative had any explanation and advised me to reapply which Ive never had to do with previous providers so I did and the credit was then later applied back to my account . Since Ive had service my bills have been ridiculously expensive and extremely higher than what I was quoted because I was given the wrong Mbps and I was charged to have that corrected which is ridiculous . I called in this morning and spoke with ****** and immediately when we started speaking she was very fast paced didnt listen to my concerns at all talked over me the entire time and yelled at me , the disrespect from this representative was at an all time high and its disgusting to get customer service in that way , so I requested a supervisor , ****** stated that a supervisor wasnt available and that she had 2 customers ahead of me and would call me in ***** minutes. Since I have had this provider it has been nothing but trouble , a hassle , Ive paid more than I ever should have and more than what my initial quote was and the representatives and supervisors dont do anything about it at all they just are concerned about collecting money and I am sick and tired of getting treated this way by this company ! Something needs to be done !

  Business response

  12/05/2023

  The monthly rate comes to $50.69 before the $30 ACP discount is applied. $70 was owed 06/19/2023 and we did not receive a payment. $115 was owed 07/20/2023 and we did not receive a payment. $127.36 was owed 08/19/2023 and we received a payment of $60.69 on 08/28/2023. $163.05 was owed 09/19/2023 and we did not receive a payment. $138.05 was owed 10/20/2023 and we received $72.36 10/24/2023. $101.38 was owed 11/19/2023 and we received $42 11/29/2023. $137.07  is owed by 12/20/2023. The internet service is not fully covered by ACP, as it is the 300mbps package. As a courtesy, we removed the $15 late fees from June, July, August, September, October and November, although the statement has been past due since June. This results in $5.07 owed by 12/20/2023. 

   

   

  
  

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