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Initial Complaint
04/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Cancelled service on 4/7 (attempted on 4/6 via chat service but was not clear if it worked and when I called to confirm on 4/7 found out it wasnt done). Returned all equipment in person on 4/8. Received a bill in the mail for service from 4/6-5/5. Was a customer for 15 years and because of a policy that was emailed in February 2024, however, I am a paper bill/statement customer so I did not receive the policy update. Regardless, charging me $300 for a service I didnt use or couldnt use because I returned the equipment after *********************************************************************************************************************** to collections. I just want them to let me pay the $21 prorate and let me leave and never use this company again. I dont have the $$ right now, Ive moved and money is tight (hence why we cancelled cable).
Business response
05/01/2024
I spoke with the customer and explained the new policy is for internet only customers. Adjusted bill to the correct disconnect date.
Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called to cancel service on 4/22/2024 and they informed me that as it is the first day of the new billing cycle 4/21-5/20 that I would have to pay for the entire month even if I don't utilize the service.
Business response
05/01/2024
All customers were emailed and mailed this notification on 2/27/24 For Customers that subscribe only to Astounds Internet Service:
Astound provides the Service to Customers that only subscribe to the
Internet Service on a monthly subscription basis. In this case, **************************** period begins on the first day following your
commencement of Service date and the Service subscription automatically
renews thereafter on a monthly basis beginning on the first day of the next
billing period assigned to you until you cancel the Service. You are
responsible for the full monthly charge (without pro-ration) for the Service,
even if you terminate the Service prior to the end of the monthly service
period. If you terminate the Service prior to the end of the monthly service
period, such termination shall be effective at the end of the then-current
monthly service period. You will continue to have access to the Service at
the account location through the end of the then-current monthly service
period.
In addition, there are some other modifications to the Customer Terms and
Conditions that are intended to update and/or streamline the prior version.
The revised version of the Customer Terms and Conditions can be viewed in
its entirety by clicking on the following hyperlink: www.astound.com/policiesdisclaimers/terms-conditions. We encourage you to read these terms and
conditions in their entirety. Both of the additional paragraphs regarding selfinstallation and the monthly subscription term appear at the end of Section 3
(Payment of Charges) of the Customer Terms and Conditions.
In addition to the Customer Terms and Conditions, we have also modified the
High ********************** Addendum. This addendum sets forth additional
rules, terms, conditions, and policies that apply to your use of Astounds high
speed ***************** Modifications to the High **********************
Addendum update and/or streamline the prior version, and further generally
amend various provisions therein to account for the self-installation process,
whereby, in certain cases, you may install the equipment necessary to
activate your **************** without the assistance of an in-home
MyAstound Contact Us Support
technician. Please note that, except as specifically stated in this addendum,
your use of Astounds high speed **************** will continue to be
governed by our Customer Terms and Conditions (as modified and explained
above, including, without limitation, the new payment and billing terms for
Internet only customers), and any other terms, conditions, and provisions
referenced in each of those documents. We encourage you to read the
revised High ********************** Addendum in its entirety. This addendum
can be viewed in its entirety by clicking on the following hyperlink:
www.astound.com/policies-disclaimers/high-speed-internet-addendum.
If you do not wish to agree to the above changes to the Customer Terms and
Conditions and the High ********************** Addendum, you have the
right to terminate your services without any financial penalty to you. Astound
also wishes to remind you that the amended and modified Customer Terms
and Conditions and High ********************** Addendum, will now govern
your use of Astounds services beginning thirty (30) days after this notice,
and that by continuing to use our services after that date, you agree to the
provisions of the amended and modified Customer Terms and Conditions and
High ********************** Addendum.
Thank you for your continuing customer loyalty to ********************.
Customer response
05/03/2024

Complaint: 21611770

I am rejecting this response because:
They shouldn't be allowed to charge a full month of service for 1 day of usage. This company is truly one of the worst providers in the nation and they shouldn't be allowed to conduct business.

Sincerely,

*******************************
Initial Complaint
04/18/2024
Complaint Type:
Customer Service Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I was charged ****** on 3/27 even though the billing due date is 4/17 clearly displayed on the *** bill. I spent almost 2 hours on the phone with multiple customer service reps and a supervisor on 3/29 trying to figure out what these charges were for, given they were on a service address that was being discontinued on 3/27 and included billing and service past that date. The supervisor noted that this was all due to an error on their system when trying to transfer over my account to a new service address, and assured me I would be getting a full refund on these charges. Not only has that not happened in the 3 weeks since, I've now been given a new bill for my new service address that includes an unexplained $123.24 "one time charge" that hasn't been explained.
Customer response
04/26/2024
I have spent hours on the phone with various supervisor and customer service agents over the last two weeks awaiting a resolution. It turns out they are charging me $200 for not returning equipment that they explicitly told me I did not need to return, and despite promising me a resolution through looking up call records to see whether their agents really did just straight up lie to me. I've been awaiting the promised call back since Monday this week. It's now Friday, and they still haven't told me anything new. The bill is due tomorrow, after which I'll be incurring late fees. I want a full refund from them, I should not have to pay them any more money whatsoever after requesting to disconnect service last week because of this insanity.
Customer response
04/26/2024
I decided to just pay the the remaining amount to avoid their late charges that would have incurred beyond today. I am still aggressively seeking a full refund for the $133.86 and the $200 charge they have erroneously taken from me at this point. I want a resolution ASAP, and they have proven completely incapable or uninterested in helping me whatsoever.
Business response
05/13/2024
We have left several voicemails for the customer and have not received a callback
Customer response
05/13/2024

Complaint: 21595995

I am rejecting this response because: I have not received any correspondence from them, and they also lied about sending me a voicemail before I decided to handle all communication through the BBB. They are are lying - they've not contacted me or left me voicemails, all communication has happened through me calling into their hotline and speaking with a variety of different people, all of whom have been completely unhelpful. I am completely unsatisfied and demand a truthful response from them.

Sincerely,

**** *****************
Business response
05/24/2024
I left a voicemail with my direct number and sent an email to try and make contact with the customer to resolve the complaint
Customer response
05/31/2024
This complaint was closed in error. I am not satisfied. I received a call from this Executive Resolutions team member last week on 5/24 telling me to expect a call this Tuesday for an update on my pending refunds. No such follow up has occurred, despite me emailing for an update yesterday on 5/30. Please re open this matter.
Initial Complaint
04/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently switched to Astound Broadband's internet service based on their advertised promotion of a free month for new users. This promotion was a significant factor in my decision to choose their company.Upon signing up, I received a receipt clearly indicating that the one-month free offer had been applied. However, I was recently surprised to receive a bill for the first month of service with no mention of the free month. When I contacted customer service, I was informed that I was not eligible for the promotion.Impact of Misleading Promotion:This situation is concerning. The advertised free month heavily influenced my decision to switch to their service. Now, I am not only left without the promised benefit but also facing a bill for a service I believed would be free.If I had been informed that I was ineligible for the free month, I would have certainly explored other options. It is misleading to advertise a promotion and then fail to honor it, especially when the initial receipt confirms its application.
Business response
04/15/2024
Spoke with customer informed him I added the 1 month free to the account. The activation fee and taxes are still owed on the account
Customer response
04/15/2024

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.

Sincerely,

************
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I just spoke with Astound /Wave to cancel our services. Account number ***************. Representative advised we will still have to pay for the month of May even though we will not be using the service and we are in the process of sending equipment back now. We should NOT be billed for a month of service we will NOT be using. That additional bill will be for ****** for a service we have already cancelled. Terrible treatment to customers. They are taking advantage of customers. I want the next payment cancelled out. I just paid ****** on the 2nd of this month for ******
Business response
04/15/2024
The account was canceled on 4/10 which was the last day on the billing cycle. The only balance on the account is for the unreturned equipment. Once the equipment is returned there will be a zero balance
Customer response
04/16/2024
Equipment has been returned. I expect the $400.00 bill I received to be zeroed out.
Thank you
Customer response
04/21/2024
Equipment was delivered on Tuesday April 16th. The billed amount of ****** should now be zeroed out. No funds are due at this time. Please respond that account has been zeroed out.
Customer response
04/28/2024
I am still waiting for a response that the account has been zeroed out as they have received their equipment back.
Thank you
Business response
05/13/2024
The customer has a zero balance. She can see the balance on their online account click pay bill it will show zero as amount due.
Customer response
05/13/2024

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.

Sincerely,

*****************************
Initial Complaint
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Price quote not supported. Bait and Switch problem. I was quoted $190.11 for 1 year and the first month was free? I was billed a few days later $237.62. ****** who took my order said " if they bill you more than the quote, call me.' I called *************) and was told ****** is no longer there that her company was no longer used. I called the other Astound number and talked with an associate who could not change the amount. He had a supervisor call me who told me also that she could not change the amount. We quit xfinity because they spiked our monthly bill. We went with astound because of the *********************** quoted. The quote also included the estimated tax. I hope you can help us.
Business response
04/15/2024
Spoke with customer regarding complaint customer wants to wait until new bill generates to to ensure he is being billed $200.11 monthly without autopay and paperless billing
Initial Complaint
04/02/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The price that i signed up for has been changed and they will not honor it.I have the emails that show what my bill should be and then they are charging me more than what their advertised price was and what i signed up for.
Business response
04/15/2024
I tried calling the customer but the voicemail was full. I sent an email with my direct number to help resolve the complaint
Initial Complaint
04/01/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*** told them to cancel my account but they keep billing me, they shouldnt be. I havent used their service in months. Account ***************
Business response
04/09/2024
I called the customer and left a voicemail with my direct number to help resolve the complaint
Customer response
04/16/2024
I havent had a chance to call them back and already called them about it once before filing the complaint, I shouldnt have to call again.
Initial Complaint
03/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This business has been very decisively charging me fees without my knowledge. On top of that doubled my monthly bill. I dealt with an agent earlier today and was told I would be credited back a charge and take out only one out of two fees they charged me. I experience some major problems with this company last September and was told they could only credit me back one month of bill instead of 3. (Upon reviewing my charges.. they NEVER credited me!) I am EXTREMELY dissatisfied with this company and how they are scamming people out of their money. Their monthly charges also creeps up without notifying their customers, yet they advertise promos all the time with very low monthly fees.
Business response
04/02/2024
On 03/05 a payment for ***** was rejected triggering an autopay denial fee of $25. That payment was not paid and still has not been paid. A late fee was added to bill. The next bill generated on 3/11 ***** (past due) 25 denial fee 15 late fee and current months bill ***** totaling ******. Customer called to disconnect so a prorated bill generated for ****** since customer did not use full months services. Agent did waive $25 auto pay denial fee on 3/22 leaving a balance due of 87.29(******-25)
Initial Complaint
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Hello If I could move to another ISP, I would! Unfortunately, Astound has the lock on my location (for now) on speed I seek (2GB+ fiber ***** google,Earthlink are not allowed/present).Enumerating the shortfalls:Tech/Cust service agents: 50% are helpful and try to help, but do not have the tools to assist. The other 50% are arrogant, belligerent, and so-called know-it-alls without the tools to help and fall back on its your fault, I see no problem, or you brought your own modem so were not able to assist (call your modem vendor).Service Pricing:I have found the pricing to be ok. Not great, not bad. But with this said, They nickle and dime you to death such as a $25+ fee+tax for modem rental. Service Calls:Astound bills you $70+ dollars (per call) for a service technician call if it is NOT their fault, their service, or if you do not have one of their modems. BE FORWARNED you will be killed by service fees. As a consumer, you have no control over their billing here. Dont send a tech if Im going to be billed does not register in their ears.Service:I experience over 5 service cuts per day, which bothers my ISP experience. Since I brought my modem, astound states, I cannot help because you brought your modem.Astound indeed recommends modems to bring which are compatible and supported with their ISP technology at ****************************************************************************** bought ******** MB8611, Its supposed to be supported according to their website. After having 5+ service cuts per day I contacted ********. The log file showed the modem could not sync the up and downstream signals, so resets itself. Astound responded that the modem is not supported and closed the call. Why have a recommended/supported modem list if the modem is not supported?Astound blames consumer for buying the recommended modem in the first place.The bottom line again is that if I could go to another high-speed service, I would pray for ****** Fiber daily.
Business response
03/28/2024
I left a message with my direct contact information in hopes of resolving the issue
Customer response
03/28/2024
I left a message with Astound executive resolutions team in hopes of resolving the issue
Customer response
03/29/2024
Hello,
I received a voice mail from ******* of Astound yesterday March 28 @ 6:15 ET 3:15 PT, I called her back in an effort to get her live but her voicemail responses. Hence I left her a voicemail to return my returned call. We have not been able to reach each other and it appears that ******* reached out to me beyond Astound's eastern working hours. I am available at my contact number typically from 4:30 am PT to 6:30 PT.
Customer response
04/02/2024

Complaint: 21465824

Please forward (if you please) my message as well as the fact that I called them proactively on:

Mar 29 @ 9:52 am PT,

Apr 1 @ 8:14am PT,

Apr 1 @ 12:00pm PT,

and Apr 1 @ 1:29 pm PT

I have not received back satisfactory efforts to try to solve this problem.

So please go ahead and reject their response as their attempts to reach them have been unsuccessful.

Thanks and regards!

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

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