iFiber Communications Corp

[redacted] Revdex.com Complaint # [redacted] [redacted] contacted iFIBER multiple times reporting her Internet is spottyWe responded to every requestOur Tech department left her multiple voicemails and sent multiple emailsShe would not return our calls or respond to our emailsWe emailed her a list of troubleshooting steps she can takeWe offered her on-site service calls on multiple occasionsShe never responded to our calls or emails about on-site repairThere was little to no communication from the customerShe had not paid her bill since June 3rd Her service was shut off due to lack of payment on July 29th, She never paid her final bill and was sent to collectionsWent sent it to collections in her name, not her husbandsHe is not listed on the account she had with iFIBERWe have the Collections contract showing it was sent in [redacted] ***' name.Below is a summary of the communications to and from [redacted] ***.6-28-- Customer emailed in and said her Internet was intermittent.Nathan called the customer back and was not able to reach herHe lefther a voicemail.7-4-- Customer emailed again saying they are still having problems.She also called and left tech support a voicemailAnthony tried callingagain and was not able to contact the customerHe left her a voicemail.7-19-- Customer ( [redacted] ***) called in to tech supportSpoke toNathanShe told him there was a fire in the area and her Internet wasintermittentShe was short with him and demanded a refund for the lastmonth of serviceThe call dropped before he was able to troubleshootwith herHe was unable to reach her by phone.She then calls back and Gets a hold of Anthony in tech supportShetells him all her devices are wireless, so he walked her throughchanging the wireless channel on her routerBy the end of the call sheverified it seemed to have fix the problemShe was going to call backif it gave her anymore problems.7-21-- Customer emailed support asking for Anthony to get a hold ofherThe Internet is still intermittentAnthony then replies to heremailHe includes a long list of troubleshooting step she can take.Mostly requesting her to bypass her routerIf unable to bypass or itstill doesn't help, get a hold of us to setup a service call.7-22-Friday evening - Customer emailed saying the Internet is stillnot working.7-24-Sunday evening - Customer emailed support againShe said theywere very frustrated and ready to cancel service.7-25-Monday morning - Nathan tried to call them and was unable to geta hold of them on the phoneHe replied to the email telling her toreply to the email if they can not be reach by phoneHe wanted to get aservice call setupThe customer never replied.7-29-- Nathan emailed her that day trying to reach out again since wehad not heard back from herCustomer had not paid their bill sinceJuneBonnie tried multiple times to contact the customerThere was noresponse from the customerThe customer was shut off for non-pay.9-20-- were sent a email telling them the had an outstanding balance.9-21-Customer replied with "We canceled a while ago"HeathercontactedThe customer told heather they did not have service in Juneor July and that is why the canceledThe customer was very rude toHeatherHeather refused to contact the customer again after the way shewas treated.9-22-- Bonnie sent them a collections warning letterStating theyneeded to pay or we would turn the account over to collections on 10/3/16.10-4-- Bonnie left her another message letting her know what she owedand it was going to collections.10-6-- Account was sent to collections in [redacted] name only on10/6/We have record of the collections writ that was sent.Washington is a Community Property state, which is why the Collectionsagency added husband's name to accountThat is something that is doneout of our hands Sincerely, Bobby M [redacted] Director of Operations iFIBER Communications

[redacted] Revdex.com Complaint #[redacted]. [redacted] contacted iFIBER multiple times reporting her Internet is spotty. We responded to every request. Our Tech department left her multiple voicemails and sent multiple emails. She would not return our calls or respond to our emails. We emailed her a...

list of troubleshooting steps she can take. We offered her on-site service calls on multiple occasions. She never responded to our calls or emails about on-site repair. There was little to no communication from the customer. She had not paid her bill since June 3rd 2016. Her service was shut off due to lack of payment on July 29th, 2016. She never paid her final bill and was sent to collections. Went sent it to collections in her name, not her husbands. He is not listed on the account she had with iFIBER. We have the Collections contract showing it was sent in [redacted]' name.Below is a summary of the communications to and from [redacted].6-28-16 - Customer emailed in and said her Internet was intermittent.Nathan called the customer back and was not able to reach her. He lefther a voicemail.7-4-16 - Customer emailed again saying they are still having problems.She also called and left tech support a voicemail. Anthony tried callingagain and was not able to contact the customer. He left her a voicemail.7-19-16 - Customer ([redacted]) called in to tech support. Spoke toNathan. She told him there was a fire in the area and her Internet wasintermittent. She was short with him and demanded a refund for the lastmonth of service. The call dropped before he was able to troubleshootwith her. He was unable to reach her by phone.She then calls back and Gets a hold of Anthony in tech support. Shetells him all her devices are wireless, so he walked her throughchanging the wireless channel on her router. By the end of the call sheverified it seemed to have fix the problem. She was going to call backif it gave her anymore problems.7-21-16 - Customer emailed support asking for Anthony to get a hold ofher. The Internet is still intermittent. Anthony then replies to heremail. He includes a long list of troubleshooting step she can take.Mostly requesting her to bypass her router. If unable to bypass or itstill doesn't help, get a hold of us to setup a service call.7-22-16 Friday evening - Customer emailed saying the Internet is stillnot working.7-24-16 Sunday evening - Customer emailed support again. She said theywere very frustrated and ready to cancel service.7-25-16 Monday morning - Nathan tried to call them and was unable to geta hold of them on the phone. He replied to the email telling her toreply to the email if they can not be reach by phone. He wanted to get aservice call setup. The customer never replied.7-29-16 - Nathan emailed her that day trying to reach out again since wehad not heard back from her. Customer had not paid their bill sinceJune. Bonnie tried multiple times to contact the customer. There was noresponse from the customer. The customer was shut off for non-pay.9-20-16 - were sent a email telling them the had an outstanding balance.9-21-16 Customer replied with "We canceled a while ago". Heathercontacted. The customer told heather they did not have service in Juneor July and that is why the canceled. The customer was very rude toHeather. Heather refused to contact the customer again after the way shewas treated.9-22-16 - Bonnie sent them a collections warning letter. Stating theyneeded to pay or we would turn the account over to collections on 10/3/16.10-4-16 - Bonnie left her another message letting her know what she owedand it was going to collections.10-6-16 - Account was sent to collections in [redacted] name only on10/6/2016. We have record of the collections writ that was sent.Washington is a Community Property state, which is why the Collectionsagency added husband's name to account. That is something that is doneout of our hands.
Sincerely,
 
Bobby M[redacted]Director of Operations
iFIBER Communications

Review: Ifiber discontinued our service on August 27th, 2013. But we received a bill in September for an additional 109.00 for the month of September after they discontinued our service. I want this taken off as we had no service with them after the 27th of August. Also, I just received a letter stating that they will be by to pick up the adaptor for the phone but no date was given as to when they would be by. They continued to state that if no one was at home that we will be charged $49.95 for a trip charge. I called and asked when they would be out so someone could be home and they said that they don't pick up the phone adaptors any longer and we would have to bring the adaptor to Ephrata, a 20 mile drive even though the letter states that they would pick it up. When I called and talked to Nancy she said that it was an old letter and that we would have to drive and return the equipment.The funny thing is on the statement we received in September about collecting for back payment is that they said they tried calling several times to the number they issued us when we signed up but yet they disconnected us so why in the world would they try to call the number in which they disconnected??Desired Settlement: We want the $109.95 taken off our account.

Business

Response:

Customer returned equipment. Bill was settled. Issue resolved. Customer service commented that they were a very nice couple. If there is anything more we can do please let us know.

Consumer

Response:

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,

Review: Prior to having our service disconnected on June 6,2013 we went weeks with no service and was unable to get anyone to responde. We were told that they wouldn't come out until they had a service call other than ours in our area so therefore we went weeks without service. On the many calls that I made to the office I was given a variety of excuses why we weren't refunded our $43.42 that they know they owe us.1. Accountant busy with monthly billing.2. Accountant had emergency would be out of office for the week.3. The check would be cut today.4. The check would be cut at the end of the week.5. The person that cuts the check wasn't readily avaiable.These are just a few of the excuses we have gotten. When we signed up for the service we had to pay in advance $40.00 so the $43.42 isn't even inclucing that. The $43.42 is for the weeks we went without service prior to disconnect.Desired Settlement: We want our $43.42 check!

Business

Response:

To whom it may concern,

This has been paid and the check has already cleared our account some time ago.

Review: I have been a customer with iFiber for over 3 years and I have a auto-payment setup with my bank to automatically make the monthly payment for internet service with iFiber. I have never been late with any payments to iFiber.In April I received a monthly statement from iFiber for $354.20, my normal monthly payment is $38.70. I called iFiber and asked them about this bill, [redacted] said they had forgotten to bill me for my internet for 7 months, I told her I had just lost my job and was looking for a new job, she said I could make payments to get caught up. [redacted] said she would take of $100 dollars because it was there mistake for not billing me, she said she would send a new statement to me. A few weeks later I received the new statement from iFiber, iFiber did give me a $100 credit but they added a late fee of $30. I called [redacted] back and said it is not fair that you are charging me a $30 late fee for your mistake of forgetting to bill me, why do I have to pay a late fee because iFiber forgot to bill me? [redacted] said she would remove the $30 late fee, I asked her to mail me a updated statement showing that the $30 late fee has been removed, I set up a automatic payment with my bank for $289.13 to iFiber. A few days later I get a call from I think her name was [redacted] she is very rude and threatens to send me to collections if I don't pay the $319.13 right now, I told her I had already made payment arrangements with [redacted], I told her I will call my bank right now and see what has happen with the payment. My bank says the payment is pending, I asked what does that mean, my bank says they have already removed the funds from my checking account and sent iFiber a bank check for $289.13. I called iFiber back and told them that the bank has mailed them a check, the lady I talked to said that would be okay, about a 1/2 later I get a call from [redacted] she is very very rude and demands that I give her my credit card number right now or she is going to turn of my internet and send me to a collectionsDesired Settlement: I would like iFiber to remove the $45 dollars in late fee, and stop billing me $49.95 a month for a internet service they turned off on May 24th 2013.

Business

Response:

To whom it may concern,

There is certainly a history here between Mr. [redacted] and iIFiber and we have a lot of entry's on our CMS (Contact Management Software) to back that up so this has taken a little while to compile and interview with all of the different Customer Service Reps and their manager involved with discussions over three years. I was thinking about a day by day account of all of the different calls starting in 2011. But the end of the day I feel that would probably be an overkill.