ComplaintsforAstound Broadband powered by Wave

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told very clearly that I would be getting a free month of service when I signed on for the broadband connection from Astound, however, now they are saying that there was no such offer, and that there is nothing they can do. They have been running this free month offer nonstop for at least the last 6 months, including currently, so there is no way that they do not know about this.

  Business response

  11/10/2023

  The first month free promotion was not applied at sign up, however, we have issued credit in the amount of 08/09/2023 $10 8/11/2023 $10 8/14/2023 $30 09/11/2023 $10 and 10/11/2023 $10, totaling more than 1 month free (monthly service before *** is $65 for 1Gig) and credit issued was a total of $70. We have billed for service from 8/2-12/1 and only charged $80.19 (including the payment to be processed on 11/24/2023). With the *** credit, the monthly bill is $35. 
  

  Customer response

  11/10/2023

   
  Complaint: 20851327
  
  I am rejecting this response because:

  The $10 credits they are talking about have all been issued because of a billing fault on their side, because my bill was supposed to be $55 and they charge me $65 every month, so they have told me that they will apply a credit of $10 every month. That is in no way related to the free month promotion. Also, I had confirmed the presence of the free month offer before signing up for the plan over call on July 19, 2023 and now they are accusing me of lying. In fact, their own associate was ready to credit my account with $50 yesterday when my call got disconnected, and since then they have been unable to do anything about this. 
  
  Sincerely,
  
  ***************************

  Business response

  11/21/2023

  There is a future scheduled adjustment being applied to the statement each month for $10 on the 11th of each month, however, the statement generates before the  credit is applied, so the balance owed 11/24/2023 is $25/month after the $30 ACP credit is applied. 
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Price gouging without notifying customer: Starting July 2023, ******************** arbitrarily charged ***************** fees' for around 15$ more than my usual bill without notifying me or having any explanation. Contact with customer ******* also intentionally make the process of contacting harder with intentionally confusing menu options to navigate before reaching a customer ******* rep. ******** ******* rep is also using pressuring tactics - putting me on hold and checking if I am still on the line every 2 min for about 10 times, hoping that I would hang up. I wish to get refund/credit on the approx. 70 dollars of price gouging/upcharge that Astound Broadband has charged without notifying me and have my agreed upon 35$ per month plan going forward.

  Business response

  11/07/2023

  The attached June 2023 statement includes a notice on page 3, explaining that the rate changed as a promotional offer that was valid for 12 months expired. We also sent a notice on the (attached) August statement informing customers of an increase to fees beginning in September. There was a loyalty credit promotional offer applied to the account 11/04/2023 and while we can not refund or backdate this promotion for $3/mo off, it is valid for 12 months, no contract. 
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Astound's service degraded to point of being non-functional. Internet would drop out 20+ times a day. I switched hardware per their tech supports' direction which had no effect on the issue. A tech was sent out to my house and he reported that their infrastructure in the area was bad and there was no timeline/plan to improve it. He reported that we should not expect service to improve. When I went to cancel service at their office, office staff acknowledged that they had serious issues in the area, and were apologetic. They reported that they would put a note to credit the last month's bill. No credit has been provided.

  Business response

  11/01/2023

  We will honor the local office's offer to apply credit for the final charges. $113.77 was credited today. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I simply contacted astound broadband about my bill and ask why it seems like it keeps going up and they simply refused to help me out even after I confirmed my account with them! Every month it seems like my bill is creeping up more and more and Im tired of it

  Business response

  10/27/2023

  The monthly rate for is ************ package, Starz, 1Gig internet and equipment is $312.79. $358.82 was due 9/19 as a 12 month promotional offer applied 08/26/2022 expired 08/26/2023. We only received 09/15/2023 ******* and did not receive an additional payment to cover the outstanding balance until 09/29/2023 *******, which was after a new statement generated. This caused a $15 late fee to be applied to the statement due 10/20/2023 for a total balance of 569.05. Between 9/29 and 10/26, we received total payments of $469.05, so a $100 balance carried over to the statement that generated 10/26/2023 and this statement, due 11/19/2023 also includes a $15 late fee. As a courtesy, I have removed $30 in late fees and $391.70 (which includes a carry-over balance) is due by 11/19. Going forward, if this amount is paid on time, $312.79 will be the monthly amount including estimated taxes and fees for 12 months, as new promotions were applied 10/26/23.
  

  Customer response

  10/27/2023

  I have paid more then ****** I am just tired of my bill going up and last paycheck my job messed up everyone paychecks so I couldnt make a payment. They need to do more then ***** removed sorry but I need more then this 

  Customer response

  11/01/2023

   
  Complaint: 20787041
  
  I am rejecting this response because: I have paid when I could and just recently as u see in the picture attached I sent ****** out and I am sorry dang near ****** for cable is crazy you guys need to make it cheaper people have others bills when I first got it I was paying ****** and now I went all the way up to ****** a month I want my bill lowered 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I reached out to a chat agent to set up a promise to pay for a past due amount of $160 on 10/05; the promise to pay was set for 10/13. The agent confirmed the payment amount i needed to pay was $160 to maintain services.I paid $161 plus a $1 service charge on 10/13/2023 as promised.On 10/16/2023 my services were suspended for not paying the other bill due of $194.07. The agent never informed me of this amount to be paid as well to maintain services, and I was also forced to pay an additional $40 reconnection fee. I spoke to a chat agent today who did apologize for the misinformation but said they could not waive the reconnection fee and also started their manager could not either. All I am asking is for the $40 fee to be waived in order to right their wrong for providing incorrect information

  Business response

  10/20/2023

  We sent the following notice 9/15:

  Dear ***********************,
  This is a friendly reminder that your account with **********************, powered by Wave is past due in the amount of $160.44. If
  payment is not processed before 10/06/23 your service(s) will be suspended. Should your service be suspended, you will be billed a
  $40.00 restoral fee. A breakdown of your past due balance is as follows:
  
  Data Services $160.44 Suspension 10/06/23 Termination 10/18/23

  No payment was made until 10/13/2023 for $162.00. 
  

  Customer response

  10/20/2023

   
  Complaint: 20738901
  
  I am rejecting this response because:

  I have attached a discussion with the chat agent who set up my promise to pay on 10/05/2023 set for 10/13/2023 in the amount of $160.44. This agent only advised of that amount being paid by that date and no discussion of an additional amount needed in order to avoid disconnection happened. The promise to pay should have been honored and i should not have had my services disconnected. 

  Sincerely,
  
  ***********************

  Customer response

  10/24/2023

  I made another attempt to resolve the issue directly with astound, this attempt was successful. The agent that answered was very apologetic and helpful. She advised that the system didnt recognize the promise to pay which resulted in it thinking my account was past due and caused the service to be shut off. Due to this error she was able to remove the $40 fee.

  Business response

  10/25/2023

  The restoral $40 fee was removed

  Customer response

  10/26/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account was setup on Autopay... On 09/30 my account was charged a $25 fee because the auto payment didn't go through (I had a new **** card issued on the same account with a different expiration date)4 days later, they charge another $25 fee for the autopayment not going through... I never received notice of the auto payments not going through... I did receive a new bill though and noticed it was much higher because of the $50 added on...When I called and spoke to ******* then ******* - the Supervisor; I was advised that they will only credit one fee and nothing else....$50 in fees within a 4 day time period and no notice of the charge not going through??Then then said they will no longer accept a **** credit card on my account.... Which I dont believe they can legally do... That would violate their merchant agreement with *******

  Business response

  10/20/2023

  The automatic payment due 07/29/2023 was rejected and the payment was made 08/09/2023. The rejected Autopayment resulted in a charge of $25 which was waived 10/12/2023  7:57 pm. Another Automatic payment 09/29/2023 was rejected and the payment 10/03/2023 was rejected as well. This resulted in an additional $50 autopay denial fees. As a courtesy, we have applied credit for the additional 2 Autopay denial fees, but will not be able to extend this courtesy in the future. We notify all customers on page 2 of the statement each month of the charge for a returned or declined payment. There is a -$21.96 credit towards the statement due 11/29/2023. 

  Customer response

  10/20/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Astound raised my bill from $66 to $85 randomly without my consent, and then charged me $200 for a month. I paid the bill because I was scared of it going to collections.

  Business response

  10/04/2023

  Page 4 of the statement dated 06/13/2023 (attached) informed the customer with 30 days notice of an increase to the monthly rate as a 12 month, no contract, promotional offer was applied 07/15/2022 valid through 07/15/2023. We also inform all customers on page 2 of the statement each month that if at any time your check or automatic credit card payment is rejected or returned, Astound Broadband will consider this a denied payment. You will be charged a $10 denied payment fee, in addition to any late fees incurred as a result of the denied payment and all other amounts owed to Astound Broadband. The payment owed 09/07/2023 was denied through an automatic payment, making the 81.46 balance for service charges 8/16-9/15/2023 past due and a $10 autopay denial fee and $15 late fee were applied to the statement dated 9/13/2023 (attached) in addition to the service charges that were unpaid 8/16-9/15/2023 and the service charges for dates: 09/16 - 10/15/2023. 
  

  Customer response

  10/30/2023

  Hello,

   

  Thanks for your kind help here. I am emailing in response to my case, and I apologize for missing the 7-day window. My response is as follows in red to the business' response.

   

  Page 4 of the statement dated 06/13/2023 (attached) informed the customer with 30 days notice of an increase to the monthly rate as a 12 month, no contract, promotional offer was applied 07/15/2022 valid through 07/15/2023. I initially requested this service for a 12-month duration, with no intention of extending it beyond that period, and I had specifically requested its cancellation after the initial 12 months. However, the business erroneously continued providing the service

   

  We also inform all customers on page 2 of the statement each month that if at any time your check or automatic credit card payment is rejected or returned, Astound Broadband will consider this a denied payment. You will be charged a $10 denied payment fee, in addition to any late fees incurred as a result of the denied payment and all other amounts owed to Astound Broadband. The payment owed 09/07/2023 was denied through an automatic payment, making the 81.46 balance for service charges 8/16-9/15/2023 past due and a $10 autopay denial fee and $15 late fee were applied to the statement dated 9/13/2023 (attached) in addition to the service charges that were unpaid 8/16-9/15/2023 and the service charges for dates: 09/16 - 10/15/2023. First, I was charged significantly more than the $10 and $15 described here (I was charged $120 more) and secondly, the payment was not denied. I cancelled the service, therefore there was no reason for payment. 

   

  Thank you,

  Business response

  11/03/2023

  Customers are responsible for reaching out to us in order to request a service disconnection. Equipment was not returned until 09/27/2023. When the automatic payment of 09/07/2023 ****** was rejected, the $81.46 that was owed was added to the statement dated 09/13/2023 (Attached) In October, -200.69 was paid but then the card holder disputed the payment. The customer must make a payment for the $213.17 owed using a different method of payment. 
  

  Customer response

  11/05/2023

  In response to what RCN said, 

   

  "Customers are responsible for reaching out to us in order to request a service disconnection. Equipment was not returned until 09/27/2023." I made multiple calls to RCN the week of September 18th and asked them to disconnect the service, which they agreed to do after October 6th. Therefore, my last bill would be the bill attached here titled "RCN September Statement - ***************************." Furthermore, I was asked to return the equipment via ***** where RCN sent me a shipping label before before 10/03, as the attachment below shows. Therefore, I returned the equipment and requested cancellation on time. 

   

  "When the automatic payment of 09/07/2023 ****** was rejected, the $81.46 that was owed was added to the statement dated 09/13/2023 (Attached) In October, -200.69 was paid but then the card holder disputed the payment. The customer must make a payment for the $213.17 owed using a different method of payment." As stated in the previous email, I am being charged beyond when I cancelled for and therefore, my credit card denied the payment as I relayed to RCN. RCN has tacked on an additional $700 of charges to my account as the screenshot below shows and the attached October statements will demonstrate as well, under the auspices of (1) continued service when I have confirmation I cancelled via the ***** label that RCN sent me and (2) these late fees that do not apply as I had cancelled the service. Therefore, these charges are unfair and harmful to consumers all across the area, and I will not be paying them. 

   

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

  Business response

  11/08/2023

  On Mon, Sep 18, 2023 at 4:45 pm, we received a request to disconnect service on October 15, however, we received the modem rental return 09/27/2023. We issued credit for service charges 09/27/2023-10/15/2023, but that does not change the fact that a credit card chargeback was placed and service charges for through 8/16-9/27 are still owed. The last valid payment made 08/07/2023 that was not rejected or charged back was for service charges from 07/16/2023 - 08/15/2023. Total charges of $165.71 are still owed 8/16/2023-9/27/2023 when the modem was returned, and this includes 2 $15 late fees and a $10 autopay denial fee. 
  

  Customer response

  11/15/2023

   
  Complaint: 20693012
  
  I am writing to formally address and dispute the discrepancies in the billing statements issued by Astound RCN. The following points outline my concerns:

  
  (1) The billing statements received from Astound RCN, whether in digital or physical form, have consistently portrayed varying balances, none of which align with the amount claimed to be owed, specifically the sum of $165.71. Moreover, the discrepancies observed in these statements have not been adequately explained or substantiated as the following sub-points will explain.

  (1a) Astound RCN is contending I owe $165.71 for the payment period of 8/16 to 9/27. However, I previously paid the appropriate billing amount for this month.

  (1b) Astound RCN asserts that I am liable for two late fees amounting to $15 each. However, I contest the accuracy of these charges as I took prompt action upon noticing the inaccuracies in the pro-rated bill upon its receipt. I formally communicated this discrepancy both via phone and via email on September 24th and October 3rd respectively.
  

  (1c) Furthermore, Astound RCN contends that I owe a $10 denial fee due to an alleged action on my part informing my credit card company of fraudulent charges. Contrary to this claim, I wish to clarify that the autopay was not denied, but rather, my credit card company rightfully initiated an inquiry into the disputed charge as per their standard procedures for potential fraudulent activity.

  In conclusion, the inconsistencies in the billed amounts, as evidenced by the attached PDFs, have persisted without valid justification. Additionally, the rationale presented by Astound RCN to the Better Business Bureau does not accurately reflect the circumstances surrounding the recent request for payment amounting to $165.71.

  I trust that these concerns will be promptly addressed and rectified to ensure the accuracy and fairness of the billing process. 

  
  Sincerely,
  
  ***************************

  Business response

  12/05/2023

  10/04/23 The payment for $200.69 that the customer made towards the account was disputed by the card holder and returned. The 199.69 that was due on 10/08/2023 included the 09/07/2023
   payment of $81.46 that was declined and is still owed. Service was disconnected and billing ended on 9/27/2023 so a prorated amount of $165.71 is the outstanding balance for service charges 08/16/2023-9/27/2023.
  

  Customer response

  12/10/2023

   
  Complaint: 20693012
  
  I am rejecting this response because: As previously stated, I paid up to the point I had services and had ended services prior to this billing period. I was never requested when ending services to pay this pro-rated amount, and this new pro-rated bill only recently appeared through this BBB response. Please see my previous response for additional details.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a current customer of ******************** in ******, **. I have nothing but horribly internet service since May 19th, 2023. I have reported this to the company, I have had 4 or 5 technical calls where a Technician was out to the house. I have traded in equipment, etc. I keep losing internet services which interupts my streaming, my phone, my internet, but most of all..my daughter is does home schooling and is constantly having to reboot the modem. This happens anywhere from 4-6 times a day. This is very poor service. I am told my signal to the home is good, but I was told my someone in their ****** office "off record" that there is a "known issue in my area". Ok, why is it not being fixed. My parents who live about 1/4 mile from me have the same issue. They are elderly and when their phone goes down due to the internet, they have no communication to call out. This is an area issue that needs to fixed ASAP and I seem to keep getting the run around. I am told they show no interruption in my service ( no kidding, because I reboot and it works) Like I said I have to keep rebooting the syste anywhere from 4-6-times a day.

  Business response

  10/02/2023

  The connection has not been lost to the modem within the last 48 hours, however, there is a technician visit scheduled for 10/07/2023 **** to take a closer look at the issues described in this complaint. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled in home internet services from Astound Broadband on 09/24/2023. ******** services ceased operating less than two days later. I spent two and a half hours on hold with customer service representatives who explained that the company was "rebranding" to Quantum Fiber. I was shuffled between customer service representatives who were unable to restore internet connection.

  Business response

  10/02/2023

  We were advised 9/16/23 that the customer wanted to have the account disconnected due to relocation. A disconnection was processed. We are unable to review the history of the modem connection since the account has been disconnected, however, there have not been technician visits scheduled to this location since 10/12/2022. 
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Astound.. in ********************* **..When you sign up to have internet.They give you a lowball estimate .. lets say 84 a month..then they hike up bill extremely! I am a stylist in ********************* **. My clients are complaining.. as well as I up to 300 a month hike??

  Business response

  09/25/2023

  02/03/2023 the monthly sign up price for 1Gig internet was $59.95. The equipment rental fee is $5 for the modem rental each month and $5 for the eero router each month. The bill increased by $3.20 in September after an August statement included a notice that the network access and maintenance fee was increasing (attached). The price before estimated taxes and fees of $69.95 including the equipment rental remains the same until the 12 month, no contract promotional offer expires 02/02/2024. 
  

*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. ↩