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Initial Complaint
03/12/2024
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.
on feb 11 2024 I was overcharged by266.25 my normal bill is ****** and they took ****** 0n auto pay i have called several times to resolve this and have gotten the run around no response they tell me all these different hidden charges that i was told nothing about i appreciate any help to resolve this matter
Business response
03/25/2024
We were able to resolve the complaint with the customer
Initial Complaint
03/11/2024
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.
Consistent constant overbilling; when chose this service from little available in this area was assured of 114. billing. It took not one year before the cost doubled. There's a fee if you pay online; a fee if you use the phone. I walk into the building but am reasonably sure they charge as if I was not. When re-located they messed up the appt. no tech came. Cannot afford over 200. any longer will choose to do internet service only. The service is lackluster on a regular basis. The techs aren't interested in customer service neither. When I phoned to request move service then also register a complaint I notice the cost was lowered which lasted that one time before the greedy manager added increases again.
Business response
03/12/2024
I left a voicemail with my direct number to assist the customer
Customer response
03/13/2024

Complaint: 21414149

I am rejecting this response because: complained numerous times, disconnected cable, I questioned every time I went inside to pay a bill gave openings for an explanation. Vague, unintelligible detail or transparency.

Sincerely,

***********************
Business response
03/28/2024
I have called numerous times and left my direct contact information and sent an email in hopes of resolving the issue
Initial Complaint
03/10/2024
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.
1. I signed up for the **************** on 2023/10/26 with a promotion of $100 **** Prepaid Card after 90 days.2. On 2024/02/02, which is 90 days after the account activation, I reached out to **************** and was told to expect the card by 02/09.3. On 2024/02/11, I reached out again and was told by a **************** Supervisor to expect the card within 2 weeks.4. On 2024/02/26, I reached out again and was told by another **************** Rep to expect the card after 2-4 weeks. There was no explanation why the previously mentioned 2-week timeframe was not honored.5. On the same day 2024/02/26, I received a call saying that the card was shipped out and should arrive in 2 weeks.6. It is now 2 weeks past 2024/02/26, I have still not received the promotion card and am still paying to their service just for waiting. This is effectively scam.
Business response
03/19/2024
I called the customer and left a voicemail with my direct number to help resolve the issue
Customer response
03/19/2024

Complaint: 21412630

I am rejecting this response because:I did not receive any call or voicemail in the past 30 days.

Sincerely,

*******************
Business response
03/28/2024
I sent an email to the email on the complaint with my contact information to help resolve the issue
Initial Complaint
03/01/2024
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.
Wave's data overage charges exceed the amount they list on the website.Our account has a data limit which is usually sufficient, but we have occasionally gone over, which they list a $6.50 charge per 25GB over the limit.However, one month we went over by 47GB, but instead of charging for 50GB, they charged for 75GB. Again last month we went over, but while their online data usage shows an overage of 122GB, they charged for 150GB.When I contacted Wave the first time the representative kept trying to upsell me by offering to remove the overage only if I upgraded to unlimited data. After I pressed on the fact that their billing did not match the data usage reported by their own website, he relented and said he would remove the extra fee, but I never received that billing adjustment.This is extremely deceptive to give users a tool to monitor their data usage, and then end up charging users for more data than is shown in this tool.Then, they use the extra charges to not only try to upsell users on unlimited data, but then lied to me and never waived the overcharge like they claimed to.
Business response
03/12/2024
I left a voicemail with my direct number to assist the customer with his complaint
Initial Complaint
02/27/2024
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.
When I started my account I asked for a flat fee. No introductory price, I budget and rely on consistency. After confirming I wasn't on a promo I signed up for the service. Now they want more money because they FORCE everyone to have a promotional rate even when they ask and are told they wouldn't have that happen. Instead of trying to offer any reasonable resolution I get I understand why your sorry but here lets take it off now and charge you an extra 30 bucks. 30 bucks don't buy much but it buys food for my kids
Business response
03/07/2024
Left a message with my direct number to resolve the complaint
Initial Complaint
02/15/2024
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 was paying $60 for 1000 mbps internet.I need to save money, so today I saw the ad on Astounds website: 300 Mbps for $20. I read the plan ********************** From reading them, there were no indications that the $20 rate was only available for new customers or that there were any data limits. There was no indication at all that some plans are unlimited & some not. I thought Oh! They got rid of the data caps, cool!I called & they told me the only rate available for 300 Mbps was $40. I reluctantly switched for financial reasons.Then, I read something about limited data on the 300 Mbps plan. I called & was told that I had unlimited data for a year, after which it would cost me an extra $25. The data cap is astoundingly low, so Id be stuck paying the $25.Not only is this data limit not advertised, but I was not informed on the phone when I decided on the plan. There was no meeting of the minds here.So: Im going to be paying $40 + $25 for 300 Mbps. I was paying $60 for 1000. Now Ill be paying $65. 1000 gbps is now being advertised for $45. Now, Ill be paying $20 more than gig internet for less than 1/3 of the speed.I want the advertised product: $20, with no data cap.
Business response
02/26/2024
Left a voicemail with my direct number to resolve the complaint
Customer response
03/15/2024
I missed the 7 day window due to health reasons, but I would like to respond & complete the complaint process.

I only want to resolve this via email, not voice.

When I first signed up for the slower, more expensive plan, I asked them to put it in writing & they refused.

So, I do not trust Astound to resolve this issue verbally. I only want to communicate with them in writing, so there is no confusion & a paper trail exists.

Thanks.
Business response
03/25/2024
The customer is currently paying 40 a month for 300 mps with unlimited data plus taxes and fees. The website clearly states the 20 a month plan is for new customers only when you click plan details *** Offer valid only for new residential Astound customers or previous customers with an account in good standing who have not had Astound service within the last 60 days
Customer response
03/25/2024

Complaint: 21300745

I am rejecting this response because: Astound responded with language from their site stating that the $20 rate is only available to new customers.

They did not respond to the part of my complaint that I was misled into paying $65 for 300 mbps unlimited when I was paying $60 for 1000 mbps

Sincerely,

**************************
Customer response
03/25/2024
This is the part of the original complaint that Id like resolved:

After I switched plans, I called & was told that I had unlimited data for a year, after which it would cost me an extra $25. The data cap is astoundingly low, so Id be stuck paying the $25. Not only is this data limit not advertised, but I was not informed on the phone when I decided on the plan. There was no meeting of the minds here. Im going to be paying $40 + $25 for 300 Mbps. I was paying $60 for 1000. Now Ill be paying $65.
Business response
04/09/2024
The customer currently is paying 40 plus taxes and fees a month for 300 speed with unlimited data. Not 40 plus 25 for unlimited data. If customer adds auto pay with banking account and paperless billing monthly charges would be $30 plus taxes and fees for 300 mbps with unlimited data.
Customer response
04/10/2024

Complaint: 21300745

I am rejecting this response because:

Astound states that I am currently paying $40 for 300 mbps & unlimited data.
My original complaint, restated here, is that in a year, I WILL be paying an extra $25 for unlimited data.

After I downgraded to 300, I called & was told that I had unlimited data for a year, after which it would cost me an extra $25. The data cap is astoundingly low, so Id be stuck paying the $25. Not only is this data limit not advertised, but I was not informed on the phone when I decided on the plan. There was no meeting of the minds here. So: Im going to be paying $40 + $25 for 300 Mbps. I was paying $60 for 1000. Now Ill be paying $65.

My complaint was in the future tense, not the present, so I dont quite get why Astound keeps saying this as if it will affect math in the future.
Initial Complaint
02/03/2024
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.
Erroneously billed me for a charge. Im a new customer so I paid thinking it was part of install. When I found out it wasn't part of install, I requested a refund for it but they never processed it, despite the online chat rep stating they would. Therefore, I had to file a credit card dispute with my card issuer to get my money back. After my card issuer refunded my money and settled the matter, I currently logged into my account to see a $1 due and a restriction placed on my credit card. WHAT? Because of THEIR error, they're penalizing me for the credit card processing fee (or whatever that $1 is for). I know full well $1 (or any amount) will be processed in a negative report to credit agencies. I tried to contact them but they have extremely limited contact means to remedy the matter on their website. Ridiculous!
Business response
02/13/2024
We have tried calling two different times to discuss the issue and have not heard back from the customer. ******** has *** on his account the ***** was the bill showing online before we received the payment from the *** for his account. He made the ***** payment himself via his online account when making the payment online it states there is a $1 payment processing fee to click the box if you agree to the charge. I sent an email with my contact info to further discuss the issue
Customer response
02/13/2024

Complaint: 21240853

I am rejecting this response because: I work nights and unless it's an emergency, silence all calls during my sleep times. No point in calling them back, contact hours are limited and the agents are mistake prone and/or just lie to you to get you off the phone; hence my BBB complaint. I paid the $1, which ended up being $2 because of the silly processing fee, so I can be done with this nonsense. $3 is not worth the aggravation. This company's customer service and accounting/billing practices leave MUCH to be desired....

Sincerely,

***************************
Initial Complaint
02/02/2024
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.
I had been a client with Wave for about 10 years. They continually raised their prices without notice. When I called they would always provide a lower "promotional" rate. When I cancelled the service last year, they sent me a bill for the equipment I already returned. After a few months, they finally acknowledged the equipment had been returned, but then added a new bill. This was many months AFTER I had concluded business with them. Wave also overcharged me for my internet service for many months which far exceeded the amount they charged, but since I was no longer a client, they would not fix the overcharging.
Business response
02/19/2024
Customer had a bill that came out on 04/08/2022 for ****** for the usage during 04/09/2022 - 05/08/2022. since the customer disconnected on 4/26/2022 a prorated amount for the account was ******. The last payment we received before that bill came was on 3/31/2022 for usage 03/09/2022 to 4/08/2022 for ******. A supervisor did email him copies of his bills on 08/25/2023 showing the statements. A bill came out 4/27/2022 with equipment charges. The equipment was returned 4/29/2022 and a new bill came out 05/08/2022 for the prorated amount still past due on the account for ******.
Customer response
02/21/2024

Complaint: 21238809

I am rejecting this response because:
1) You did not address the chronic overbilling that far exceeded the remainder bill. Every 2-3 months the bills would be increased for higher charges on internet services, and tv packages. When I called about them, they were always reduced. I tried many times to reverse these overcharges, but Wave refused.
2) Did not mention that you tried to collect the entire bill for the returned equipment, even though I had receipts it was received.
Again, I spent over $20,000 with Wave, and they systematically overcharged me every few months by $30-50. I should be receiving a refund of the amounts I was overcharged, not a bill.
Additionally, the remainder amount was paid, despite it being in error, to remove from credit reports, which has still not been done.
Sincerely,

***********************************
Business response
02/22/2024
30 days prior to any rate increase you are notified on your bill. You can call at that time to see if we have any new promotions we can add to the account to lower your bill.
Customer response
03/01/2024
Wave said they sent notices, they did not include them in the online account. They deceptively raise rates without warning that it is going to happen. Doing this over and over again constitutes fraud. In no way was there a notice on the website noting the increase. Wave has deceptive billing practices and should at least be fined for the numerous overbilings. To compare, Xfinity, no great customer service company, has been light years better with communications.
Initial Complaint
01/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Called in to their support number (on 8/5/23) at ************** to ask to have their marketing mails stop being sent to the below address. ******* stated they would do so.********************************************************************** Received another mailer on 1/31/24, called in again, and ******* stated that they have no control over who gets sent marketing mail, and they did not have a process to place the address on an opt out, unless you were a customer.Requesting this company stop sending unsolicited mail the the above address, and provide confirmation of such, to the email of: *************************** Request that the above address, and the email associated, be placed on their opt out list, not to be contacted for marketing or solicitation.
Business response
02/14/2024
Hello, the address is not included in the complaint. Please provide the exact address so I can get all marketing stopped to the requested address. Thank you
Customer response
02/14/2024
Business has stated that they do not have the address to remove from their distro list - email provided below for them:
"Resident
**************************************************************************-1946"

Business response
03/28/2024
The address has been removed please allow up to 8 weeks for changes to take place. "Wave has a privacy team dedicated to compliance with the California Consumer Protection Act.
If you are a ********** resident and would like to submit a personal information or deletion request,
you can either complete the online form on our website at ********************************************************************************************************;**************."
Customer response
04/03/2024

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, as long as they do not send me any more mail, after their provided 8 week wait time. I would like to reopen this case, if they do continue to send me mailers from 5/6/24, onward.

Sincerely,

*********************
Initial Complaint
01/16/2024
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.
Atsound I signed up for a promotion with first month free and 65 dollars free installation and a free modem. I am being charged for everything. I want to get refunded and return the modem they are heavily charging for. They also charged me for every month. I try to talk to billing but they have no answer for me.. please cancel as well
Customer response
02/12/2024
they said the triedcalling me and nothing
Customer response
02/12/2024
they said they called and didn't call can we get back here
Business response
02/12/2024
I had tried calling and sent an email the customer never responded.
Corporate Issues <*******************************************> (sent by ******************************************************) Wed, Jan 31, 1:02?PM (12 days ago)

to kittanehmanar

Hello,

My name is ******* and I am an executive resolution administrator for Astound. We received the following BBB complaint and I wanted to discuss this with you but unfortunately, I was unable to reach you by phone:

Atsound I signed up for a promotion with first month free and 65 dollars free installation and a free modem. I am being charged for everything. I want to get refunded and return the modem they are heavily charging for. They also charged me for every month. I try to talk to billing but they have no answer for me.. please cancel as well

Please Call me back at your earliest convenience
Thank You and Have a Great day,
*******

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