Hargray Telephone

Dear Revdex.com of NE Florida: In response to the above-referenced complaint, please note the $equipment fee was necessitated by the tremendous increases in bandwidth consumption and the resulting need for Hargray to continue to upgrade our High Speed Internet infrastructure - including equipment inside and outside of the homeLetters were mailed to consumers in February regarding this fee Sincerely, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: it is October nd and it still continuesI am not satisfied with this rate of progress I continue to adjust my personal schedule to accommodate this on a daily basis and have no reliable serviceBetter then when it was dropping coverage every minutes but not complete according to the several people that contact me daily Regards, [redacted]

Dear Revdex.com:In response to MsHamilton's complaint, please be advised that we are committed to addressing MsHamilton's concerns and continue our efforts on isolating the issueOur Director of Operations has had multiple conversations with MsHamilton and it is my understanding that she is comfortable with our progress and communicationWe appreciate this being brought to our attention and the opportunity to address the sameSincerely, [redacted]

RE: Revdex.com Complaint ID [redacted] - [redacted] ***Dear Revdex.com of Northeast Florida & Southeast Atlantic:In response to the above-referenced complaint received on June 17, (filed by Mr [redacted] on June 1, 2016), please be advised that we previously spoke with Mr [redacted] on June 4, and we intend to honor the Pioneer arrangements initially offeredWe are aware that MrMarsh is out of town at the present time but anticipate scheduling this to take place upon his return [redacted] Regulatory AssistantHARGRAYBluffton Rd.Bluffton, South Carolina 29910O: ###-###-####M: ###-###-####F: ###-###-#### [redacted] @htc.hargray.com

We are in receipt of the above-referenced complaint and currently investigating

Dear Revdex.com of NE Florida:
We are in receipt of Mr***'s complaint and fully investigated the samePlease see our findings below:
On March 13, we received a call from Mrs(Heidi) *** requesting to move their service(s) to their new address and upgrade the internet speed from
meg to 30x2. The representative clearly stated the monthly fee for their bundle would be $before taxes and fees
We trust this information will satisfy this complaint and as always, we welcome our customers to reach out to us directly with any questions or concernsMr*** may contact me directly at ###-###-#### with any further questions or concerns
Sincerely,
*** ***

Please be advised that we are in receipt of the above-referenced complaint and presently researching the concerns noted in the complaint

Dear Revdex.com of NE Florida:
We spoke directly with Mr*** in response to his rebuttal and this matter has been resolved

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Re: *** *** | Revdex.com Complaint ID: *** In response to the above-referenced complaint, we offer the following: Service was disconnected for non-payment in FebruaryAs a courtesy, reconnection charges were credited back to
customer. An extension was issued on 4/to allow customer additional time to make payment on past due balance for March; as a result, service was not disconnected. On 4/29, another extension was issued to allow customer additional time to catch up on past due balancesOn June statement, there is an urgent notice that payment for the ‘balance forward’ must be received by 06/20/to avoid interruption of service. Service was disconnected on 6/for non-payment

Dear Revdex.com of Northeast Florida:In response to the above-referenced complaint, please be advised that this matter has been addressed and resolved. We spoke with [redacted] on April 13th, during which time we confirmed the mailing address on the account and agreed to issue credit for the late...

fees totaling $59.98. It is my understanding that [redacted] is satisfied with the actions taken to address her complaint.

Dear Revdex.com:In response to Ms. Hamilton's complaint, please be advised that we are committed to addressing Ms. Hamilton's concerns and continue our efforts on isolating the issue. Our Director of Operations has had multiple conversations with Ms. Hamilton and it is my understanding that she is...

comfortable with our progress and communication. We appreciate this being brought to our attention and the opportunity to address the same. Sincerely,[redacted]

We are in receipt of the above-referenced complaint and currently investigating.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: it is October 2 nd and it still continues. I  am not satisfied with this rate of progress.  I continue to adjust my personal schedule to accommodate this on a daily basis and have no reliable service. Better then when it was dropping coverage every 15 minutes but not complete according to the several people that contact me daily. 
Regards,
[redacted]

In response to the above-referenced complaint, our records indicate the following chain of events. Failure to receive a bill does not relieve the customer of their obligation to pay for services rendered.  Hargray offers free online billing, electronic statement notifications and a variety...

of convenient payment options. In addition, please note that the customer is paying for residential internet service at residential rates. If customer is using this service for business purposes and continues to do so, business rates may be applicable.
 
9/17/15                New service installed
10/14/15              Corresponded with customer via email regarding billing and credentials
11/24/15              Partial payment for past due balance
11/24/15              Service disconnected for remainder of past due balance
11/25/15              Service reconnected as a courtesy
12/22/15              Service disconnected for non-payment
12/26/15              Partial payment for past due balance – informed customer that full payment of past due balance was required to restore service
12/28/15              Customer called about service being disconnected – once again explained that service could not be restored until we received payment for full amount of past due balance; customer indicated she would go to the retail store and pay
                           remainder of past due balance 
12/28/15              Remainder of payment received for past due balance – service reconnected
1/21/16                Service disconnected for non-payment
1/22/16                Spoke with customer to address billing questions
1/22/16                Payment received for past due balance - service was reconnected
2/17/16                Spoke with customer about moving service to another location
2/22/16                Service moved to new location at customer’s request
2/23/16                Service disconnected for non-payment
3/4/16                  Left voicemail for customer (twice) at contact number provided regarding account status and outstanding balance
3/14/16                Spoke with customer regarding balance
3/14/16                Payment received for past due balance - service was reconnected
3/23/16                Service disconnected for non-payment
4/2/16                  Spoke with customer regarding status of service and past due balance – customer disconnected call
4/8/16                  Tried calling customer regarding billing address. Customer disconnected call. Left voicemail and also emailed customer
 4/12/16                Verified with customer that the billing address on file was correct. Customer confirmed. Explained that we could not identify why the customer was not receiving her statement – we confirmed we were mailing it to the correct address;
                           also added customer’s business name to ‘attention’ line of billing address since it was going to her business.
 4/12/16                Spoke with customer. Offered to waive reconnect fees but advised that service could not be reconnected until past due payment was received
4/18/16                Spoke with customer regarding bill and balance due
4/19/16                Spoke with customer regarding past due and reconnection
4/25/16                Payment received for past due balance - service was reconnected
 
I trust that this information will address any further concerns.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Hargray representative informed me that I would not be liable for the $99 install fee due to me moving out of the service area.  Furthermore I have paid Hargray hundreds of dollars and received a terrible product.  I think the least they can do is waive the $99 fee
Regards,
[redacted]

Dear Revdex.com of NE Florida:
In response to the above-referenced complaint, please note the $6.99 equipment fee was necessitated by the tremendous increases in bandwidth consumption and the resulting need for Hargray to continue to upgrade our High Speed Internet infrastructure - including equipment...

inside and outside of the home. Letters were mailed to consumers in February regarding this fee.
Sincerely,
[redacted]

RE:  Revdex.com Complaint ID [redacted]  - [redacted]Dear Revdex.com of Northeast Florida & Southeast Atlantic:In response to the above-referenced complaint received on June 17, 2016 (filed by Mr. [redacted] on June 1, 2016), please be advised that we previously spoke with Mr. [redacted] on June 4, 2016...

and we intend to honor the Pioneer arrangements initially offered. We are aware that Mr. Marsh is out of town at the present time but anticipate scheduling this to take place upon his return.        [redacted]Regulatory AssistantHARGRAY109 Bluffton Rd.Bluffton, South Carolina 29910O: ###-###-####M: ###-###-####F: ###-###-####[redacted]@htc.hargray.com

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. 
Regards,
[redacted]

Dear Revdex.com of NE Florida:
 
In response to Complaint ID [redacted], please be advised that this matter has been addressed and resolved. A field technician was at the location yesterday - replaced a STB and line. Following the service visit, we spoke with Mrs. [redacted] and she stated that her...

service is working wonderfully now. We also ensured Mrs. [redacted] has our direct contact information and asked her to reach out to us with any further concerns.
 
Sincerely,
[redacted]