Cibola Internet Services

Complaint: ***
I am rejecting this response because:1) We were not, at any point, told that the account credit we were given was due to a power outage and our bank account does not state that we WERE credited as we paid $per monthWe weren't told why there was a credit at all (until February) and assumed that it was a thinly veiled attempt to sate the refund we'd been suggested to request2) The technician (who was not named on paper or in person) did perform a speed test in our home on 2/25/He informed us that he "bypassed our router" and that our router was the problemI informed him that our router had never given us troubleI mentioned to Rosa at Cibola that we had, in fact, been quite fine with the 20Mbps we were receiving during our service (even with the numerous outages during our service term) but that we weren't willing to continue paying when the highest speed we'd ever gotten was 24MbpsI've attached a copy of the speed test that I sent to Cibola's Facebook page (which took much longer than necessary to respond to)I was told that this not unusual low speed was due to the test being run at "peak hours"I was told, again, that our router was probably outdated, regardless of the fact that my husband, an A+ certified IT Technician, set the router up himself and we'd had absolutely no trouble with it prior to or during our service with Cibola.3) We were never told about the company leaving us a higher download speedWe didn't ask them to do thatQuite frankly, we'd asked them to drop us down to the speeds we were already receiving (20Mbps) and asked for a credit for the $we'd overpaid since our service began4) When we received a call from Jessica prior to cancelling our service, she was incredibly rude and refused to speak on the matter and managed to imply that we were hassling the company when, in fact, we'd just requested the refund and for our account speeds to match the speeds we were actually receiving.5) After waiting for MrQ*** to respond to two separate e-mails, receiving no response back and not being able to come to an agreement, we decided to switch service to another ISPI called and spoke with Jessica to cancel our serviceI was very cordial and straight-forward about our reasons, citing that we had not been able to come to a mutually satisfactory agreementWe would have been more than happy to remain with Cibola had Jessica not audibly laughed at our request for cancellation and had a refund been given.6) I was contacted by Rosa the day we requested our cancellationShe'd informed me that Jessica had, in fact, left our service running even though our account was to be closedThis, in itself, is beyond unprofessional7) Regarding our unpaid balance, we'd maintained contact with Rosa throughout this ordealI initially called her about the speeds, unaware that we were delinquent (neither my husband nor myself had received any monthly billing statement from Cibola in some time and were, after inquiry, sent several months worth of statements)Upon the initial call regarding connectivity and discovering that we were delinquent, I was told that, due to our poor connectivity, we'd overpaid Cibola $(we had initially signed up for 50Mbps and weren't receiving anywhere near those speeds)I was contacted roughly one week later by Rosa to inform me that Cibola was going to credit that amount to our accountThis was the first time that a credit was mentionedLater, I was again contacted by Cibola and spoke to Jessica (the first time she was rude) and informed that our account would be credited for the month of February only, no mention whyI spoke with Rosa afterwords and discovered that Jessica was often rude to customers and that she seemed to be pushing the notion that my husband and I were trying to "get out of paying"While we'd been delinquent once in the prior year for roughly two months, we promptly paid Cibola for those monthsThis was the first time that we were unaware of our delinquency and were working out how to repay this until we learned that we had, in fact, overpaid based on our service.8) We have switched fully to another ISPOur router is fully functional with the ISP equipmentWe have zero outages, we are able to run several devices at once (whereas, with Cibola, only ONE device may be run without interference at a time) and I have, as you've seen, sent MrQ*** e-mails stating these factsWe have been told that they intend to send us to collections and will not repay the money we paid themOur router, from what we're seeing with our current ISP (at speeds MUCH lower than Cibola reported; 12-18Mbps), is FULLY FUNCTIONAL and able to maintain upload and download speeds on up to six devices simultaneously without interruptionCibola seems to not wish to acknowledge the terrible service that they are providing to current customers excepting their one amazing CSR, Miss Rosa
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]After waiting several days for Cibola's response, we received this in my husband's e-mail tonightIt seems to be a reversal and bill aof the supposed credit that we were supposed to have been given for FebruaryHaving no prior knowledge of this credit, this, to us, looks like Cibola Wireless is trying to either retaliate or charge us for more services that we didn't sign up for as well as their blatant refusal to refund our money or address the equipment related issuesThis is the only communication we've had from them aside from a collection attempt from their offices several days ago.Please add this to our open Cibola Wireless complaintThank you.Sincerely,*** and *** *** I've just discovered this, looking at their billing and, without the added tax, we've just been charged another full month's worth of billingRosa had informed me that Cibola Wireless was going to leave our service on and she said that she'd see to it that our service was turned offIf we're still receiving bills, it obviously wasn't turned offI'm extremely close to contacting our Attorney General's office as it seems that we're now being blatantly defraudedAs well, upon investigating their ratings on their Facebook page, we've found that several other people have had the exact same issues with their company-issued equipmentIt seems that there are excuses, but no refunds.I hope you'll take this into consideration.Sincerely,*** and *** ***

This customer is over $190 in arrears and has promised to pay his bill in the past month, but didn't honor that promise. We normally disconnect for non payment at 60 days. This customer is well over 6 months past due and has been disconnected for non payment. The customer is in a difficult area to...

serve because of his remote location, so we give him a discounted rate of 29.95 per month. That is $20 per month less than our lowest package offered. We have suggested many times that he find another provider.

To whom it may concern:The [redacted]'s account was credited on 1/3/2016 for a five day Sandia Crest power outage from 12/24-12/29 2015. Anytime we have a technical outage we are more than happy to issue a credit to the effected customer account.When we received the [redacted] complaint about slow speeds on...

2/17/2016 we scheduled a technician to go to the [redacted] residence on 2/25/2016 and perform a speed test. The speed test revealed the speeds were well within the range of the package that the customer was paying for. As a gesture of good faith, we then reduced them down to the 20Mbps pricing, but left their speeds at the higher rate of about 35Mbps download. We feel that we have been more than fair and do not owe this customer any refund, as they terminated their service with a balance owed of $162.62.