Bend Cable Communications Inc

Follow up:
A leased modem is not
required for the Ultra or Ultra plansAt this time, we require it for the
Ultra plan
I checked with our Business Sales
Manager, Tyler H*** about Mr***’s claimsTyler was not aware of anyone
hanging up on Mr***That is not our policy even when abusive language is
usedIf a customer becomes abusive a supervisor will take the call and
warnings will be issuedI apologize if any call was accidently cut off; that occasionally
could happen with a call transferTyler indicated that he had spoken
previously with Mr*** and gave him the option to upgrade his internet
package for additional bandwidthMr*** was not interested in paying for
more bandwidthTyler suggested going back to residential service plan since Mr
*** had indicated that the performance was better and offered to let him out
of his contractMr*** was not satisfied with those optionsTyler had
spoken with the Repair technician who had visited Mr***’s home and
confirmed that there were no service issues foundTyler looked at the customer’s
modem performance with one our network specialists as wellThey too found no service
issuesI am sorry that we are not meeting Mr***’s expectation and that he
is dissatisfied with the options we offeredWe have not ‘black balled’ Mr
***Our Customer Service teams will offer support for any question Mr
*** has about serviceWe do our best to satisfy our customers and
unfortunately we cannot always satisfy all customers

Response to file# ***
Mr*** was not double
billed nor was he double chargedDue to the timing of our billing system
conversion at the beginning of July, the payment Mr*** made for the June
bill amount did not process until 7/5/
In the prior billing
system
Mr*** was charged for service from 6/8/through 7/7/This was the June
billMr*** made payment for this and it posted to the account on 7/5/
Normally Mr***’s payments in the prior system processed on the 24th
of the monthThere was a small delay to process due to our billing system
conversion
In the new billing system Mr
*** was charged for service from 7/8/through 8/7/This was the July
billMr*** made payment for this and it posted to the account on 7/29/
This payment will show on the upcoming August invoice to reflect this date
Our senior advisor followed
up with Mr*** to explain and confirmed the payment timing
Thank you

Response to file# ***
BendBroadband advertises that high-speed internet speeds vary and are not guaranteedSpeed ranges are ‘up to’Our Engineering department has a project in place to increase network capacity in Ms*** serving areaOur Repair supervisor spoke with the
customer about this in NovemberWe have provided credits that total $due to the customer’s dissatisfaction with the slow speeds they have experienced during the peak hours of usageThe options are that the customer may reduce their speed plan, which would reduce the monthly charge, or they may cancel without penaltyI apologize for the customer’s dissatisfaction
Thank you

Response to file# ***:
Our engineering department has a project in place to expand network capacity and upgrade equipmentThe project is expected to be completed in approximately a monthIn the meantime, we are providing Mr*** with a promotional discount of $off per month to
last a period of two-yearsPlus, we have provided a courtesy credit of $due to his dissatisfaction with the slow speeds that are especially noticeable during the peak hours of usageOur records show that we offered to reduce the speed plan which Mr*** declined
Thank you

Response to file# ***
Our Repair department has
been attempting to reach Mr*** to assist him with his service concerns
At this time Mr*** has not returned the callsThere may be slower than speeds during
the peak hours of usage, but there should not
be interruption of serviceOur Repair
technicians could help with any connection problemsOur engineers are working
to expand network capacity in Mr***’s area to address the capacity
issueMr*** may reduce his service plan or cancel without penaltyRepair
will provide a courtesy credit of one month’s internet service of $I
apologize for inconvenience
Thank you

Complaint: ***I am rejecting this response because:Sincerely,*** ***

Response to file# ***
The first trouble report was
made on 11/15/Our advanced technical team had identified an audio quality
issue for hosted voice services and made several configuration changes to
address the issueThere may have been additional LAN issues with the
customer’s
physical topography as they were sharing a modem with another customer in the
same buildingThe trouble ticket for *** * *** was kept open
through 12/19/for monitoring/testing and follow upOur records show that as
of 12/5/the audio quality issue was resolvedWe reviewed call detail
records through 12/15/and verified the calls were normal/clearOn 12/22/
Mr*** contacted Repair and stated he was still having difficulty with
callingHe declined to do any troubleshooting and quickly ended the callOn
1/18/Mr*** contacted Repair to report trouble making calls and again
declined to do any troubleshooting. On
1/31/the numbers were ported and Mr*** cancelled serviceOn 2/6/
Mr*** requested a credit from the Sales account team who was not able
to provide any creditsIn response to this complaint, our Repair supervisor
reviewed and agreed to provide a courtesy credit of $for the trouble
ticket opened on 11/15/due to the interval to resolve the troubleOur
Repair department was not given the opportunity on the subsequent reports to
address any further issuesAs the account has disconnected there is no way to
investigate any of the issues further
Thank you

Response to file# ***
It seems that there was an error with merging mailboxes for MsL*** and one other customer with the same/similar sign onUpon report of the trouble, we worked with our email vendor to correct the errorOur technicians verified that no other customers were
affected and this was due to errant information on one of the chamberscable.com accountWe apologize for the inconvenienceThe issue has been resolved and our senior Repair advisor offered a courtesy credit of $There is no charge for the email account as it is offered free with the broadband service
Thank you

Complaint: ***They did not even address the original problem. This problem started on 6/16/and only got resolved because we decided to end our association with this business. We will never do business with Bend Broad Band again

Follow up:
As was explained in the
initial response, we received the equipment backTo reiterate, the credit
adjustment of -$for the returned equipment was reflected on the
February invoice:
$(modem charge) + $
(catv box charge) = $(total amount charged for equipment) - $(credit
adjustment) = $for equipment
The $deposit amount applied
as:
$(refunded by check) +
$(used as partial payment) = $(total deposit)
The final balance is for unpaid
service chargesThe last payment made to the account had been for the July
bill amountThe unpaid service charges are for dates 8/14/16-12/14/for
internet and phone service, and for 8/14/16-9/15/for cable TVIf there are
any remaining questions about the billing charges and adjustments, the customer
should contact Customer Service at 541-803-

Response to file# ***
Mr*** subscribes to our “Silver” plan (up to 25MB)The last trouble report for internet service was in FebruaryThe technician notes that he tested the speeds with an Ethernet connection (direct wired) and received 25MB down on his speedtestAs a
precaution, he replaced the wifi modem and set up and tested the wifiHe noted that if the customer continues to have speed issues it may be with his laptop or wifi interference
In response to this complaint, our senior Repair advisor reached out to Mr*** to offer assistanceMr*** indicated he would call back when he returned homeAlso, Mr*** may be eligible to get a free upgrade if he has not yet taken advantageThe upgrade was offered over the summer to align with our current product plansTo get the free upgrade the customer would need a DOCSIS modemMr*** may call Customer Sales and Service to inquire
Thank you

Response to file # ***
We advertise that High-Speed Internet
availability varies and speeds shown may not be available at all service
addressesActual speeds experienced by customers vary and are not guaranteed
Speed ranges shown are expressed as "up to" to represent
network
capabilities between customer location and the BendBroadband networkSpeeds
vary due to factors including: distance from switching locations and
external/internal network conditionsThis is also disclosed in our Commercial
Service Terms and ConditionsWireless connections are not as reliable as a
wired connection for a speed-testWe recommend a direct Ethernet connection
for a speed-testA wired speed-test result of 48MB download and 3.2-3.5MB
upload would be within the expectation for the current subscription plan
On 1/13/in response to the customer’s trouble report, our
technician tested the service speeds and it was testing normallyHe did not
see anything in the signal history that would suggest any issuesHe advised
the customer about new modems and suggested that he contact the Sales team
about increasing his service plan for faster speedOn 1/19/the customer
contacted our Repair team about getting a new modem
To discuss service options Mr*** may call ***
Thank you

Response to file #[redacted]:
 
We are not able to create an
invoice from an inactive account. We contacted Mr. [redacted] to see if
screenshots from our billing system that show the payment would suffice and
left messages. Additionally our Financial Services department mailed a...

letter
that the collection payment had been made and the collection account has a zero
balance. Normally the collection agency would provide payment documentation. Our
Customer Service manager Christine Stephenson reviewed the contact center recordings
for coaching purposes.
 
Thank you.

Response to
file# [redacted].
 
The initial
deposit was $525.00 when the customer installed cable TV, telephone and
internet service. On 9/15/16 the customer cancelled TV service. On 9/15/17 we
provided a refund check of $375.00 of the deposit, which left them with a
remaining...

deposit amount of $150.00. The $375.00 refund is reflected on the
October 2016 invoice. Also reflected on the October invoice, there was a
$300.00 charge for unreturned equipment (TV set top box). In retrospect, a
refund check should not have been provided given that there was unreturned
equipment and a past due balance on the account.
 
Internet and
telephone services were disconnected on 12/14/16. There was a $105.00 charge
for unreturned equipment (modem) as reflected on the customer’s January 2017
invoice. The $150.00 deposit balance went towards the customer’s January 2017
invoice balance. On 1/25/17 we received all the returned equipment and provided
an adjustment of $405.00 as reflected on the February 2017 invoice. The final
balance of $332.23 is for unpaid service charges. All equipment charges were
adjusted and the deposit amounts are accounted for as reflected on the customer’s
invoices. The final balance was referred to Collections and still needs to be
resolved.
 
The
Collection agency is [redacted] ([redacted]) [redacted].
 
Payments may
be remitted to: 
BendBroadband
Dept 0012
Palatine, IL 60094-4520
 
Thank you.

Complaint: [redacted]
I am rejecting this response because:I did return equipment, I even called them to verify that I had the correct equipment to return...and the lady said yes and that rest of my deposit would go towards my bill...when I returned equipment at business the man at the front said the same thing the lady in the phone did....
Sincerely,
[redacted]

Response to file# [redacted].
 
On 8/2/17 the customer reported internet service
trouble. She immediately asked for a two-week credit indicating that service
had been out for that long. However, there was no prior trouble report. The repairs
were completed on 8/7/17. Normally a...

credit for the length of time to resolve
the trouble from the time of report to time of repair would be applicable; in
this instance a 5-day credit would be $9.66. On 9/5/17 TDS provided a courtesy
credit of $48.62 for one full month of service when Ms. [redacted] complained. On
9/6/17 an additional courtesy credit of $20.00 was provided when Ms. [redacted]
expressed her dissatisfaction. Our records show that our Customer Service
advisor provided Ms. [redacted] with the account balance which included the
credit amount. The credits will show on the upcoming invoice. On 9/15/17 our
senior advisor followed up with Ms. [redacted] about the credit amount and the
adjusted balance.
 
Thank you.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. Honestly, I thought that they would have credited my account with something, but when I spoke to the individual (Zack), He reassured me that I wouldn't have any problems in the future and he gave me his name and phone number.  Therefore, I am satisfied.Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and they did mail a check to me.  However, they only did so after repeated phone calls, complaints to the company, and finally filing a complaint with the Revdex.com.  A customer should not have to file a complaint with the Revdex.com in order to receive an owed refund from a business.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:There obviously was a problem with the overage and Revdex.com refused to believe that my son was not overutilizing the streaming.  We have had their own Tech guys tell us that it would take 12 people streaming day and night and still not have a bill over $1900.  They constantly accused us of giving out the password and that was never done.  The occupants of this apartment both work 2 jobs so are rarely home, so it's obvious to me that there is NO WAY they could be streaming that much.  With as many complaints, I don't understand why they refused to look into it further.  They just chose to accuse these boys of abuse and turn the other cheek so they could collect this money.  This is abuse from them not us.  If I need to contact the media, I will do that. I have cancelled my account as well.  I don't trust that they can be an honest and trustworthy business.  I have paid this bill in full but would like the overage portion back as I don't feel Revdex.com represented me in good faith.Sincerely,[redacted]