Rise Broadband

Complaint: [redacted]
I am rejecting this response because: I have since terminated my service from this company as I will not waste my time sitting on hold for 30-45 minutes every few months to cancel something I never ordered in the first place. Once other companies pick up on this scam, people with be sitting around on hold for days with multiple companies trying to cancel services they asked for. This practice should be stopped before it gets started. I also did not see any response to Digis adding data caps and charging me for a static IP that I was getting for free with the previous company. I never signed a contract with Digis or was told about any of this until I was charged. Very shady company which is why I canceled my service and moved to a better and cheaper service company. 
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. After a thorough investigation into the account, we have found the following: On 2/17/2015, a 10 Mb residential two-year contract was agreed upon, with installation occurring on 2/21/2015. This agreement...

included a waived installation fee and the service plan pricing of $44.95 per month being locked in for the length of the contract, as well as an early termination fee of $250 in the event of cancellation prior to the contract end date. Additionally, a promotion for a free [redacted] was available under the stipulation of the account not becoming delinquent within the first 90 days of the contract. While the first statement of $51.90 was paid in full, the next statement of $53.40, generated on 3/7/2015, was not paid until 4/20/2015, resulting in a delinquent balance and subsequent late charge. At this point, the account lost eligibility for the [redacted] promotion. We sincerely apologize for any miscommunication regarding this. Unfortunately, we do not reflect any records of calls regarding technical support matters within the time the account was active. On 8/19/2016, we received a call regarding account cancellation. At that time, it was disclosed that while the service itself was working fine, another provider in the area offered speeds that would better suit the needs of the household. The agent then went over the terms of cancellation, including the early termination fee that would be applied. After some discussion regarding this fee and the [redacted] promotion, a supervisor was brought on the line. The supervisor offered to investigate the promotional gift situation, which was declined. She also went back over the early termination fee, as well as disclosing that if the account balance was not paid within 90 days, it would be sent to collections. Per your request, the account was then closed and the fee was applied, leaving a balance of $246 on the account. We did not receive additional correspondence until yesterday, 1/16/2017, which was in regards to the balance being sent to collections. The requested supervisor again went over the early termination fee and collections process. He also went over the [redacted] promotion, including why it was not considered valid for the account in question. While we apologize that a manager was not available at the requested time, the email address given by the floor supervisor goes straight to the Executive Services department for review. The Executive Services team works closely with upper management to ensure a timely and accurate response. At this time, the early termination fee is not eligible to be waived. Thank you for having been a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

Complaint: [redacted]
I am rejecting this response because:I will be available to continue working on this issue Monday the 3rd of December.  At that time I will have a detailed diagnostics review I will post here with attachments and screen shots of the issue.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The email they send me on the last day of the month should show the actual charges due.  This quote is exactly from their email. "You will be notified in the event that you use the full 10 GB of data and you purchase additional usage"  So as this is their email and their words why does the amount differ? Per your response date overages are updated every 24 hours so your telling me that when you send the email on the last day of the month it is WRONG?  So does your month have different dates than mine?  Response also states the service dates of 10/01 to 10/31 so again you are saying in your emails that you send out only as a  courtesy are worthless?  Then maybe you shouldn't send them out at all as they are deceptive. Why is it unfortunately that since July of this year the account in question has consistently gone over the 250 GB data cap in place?  I have no problem paying these additional charges this wasn't part of the complaint the complaint is that you are overcharging monthly by at least $3.50 a month, so if you are overcharging every customer that's a lot of extra cash for your company.   Again its only unfortunate for the customer as we are the one paying. Yes I am a valued customer off over 10 years and have never used excess data but my grandson moved in and his playstation uses lots,  he has now moved again and I won't ever have to pay to use these excessive charges again but I believe you should change the wording in your OWN email to reflect that these are not final charges for the month because you can't seem to send a email on the last day of the month or billing cycle with the correct fees.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/10/08) */
Date 10/8/2015
Dear [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We have taking every action possible to make sure that this problem has been rectified and...

that we are able to provide the best solution possible to your inconveniences.
It is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customers. A service called was scheduled on 08/27/2015 that we think resolved your issue. If you're having anymore issues with your services please contact our Tech Support department. We're looking for ways to improve our customer service experience.
Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We hope for the opportunity to serve you better in the future, and we thank you for your continued support.


Thank you,
[redacted]
Customer Care Supervisor
Rise Broadband High Speed Internet
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (4200, 14, 2015/10/22) */
The issue is still on going, as soon as the complaint was dropped from Revdex.com. I was throttled again with no response. Rediculous. Google ratings seem to work better..59 dowmload 1.3 upload. 125 ping
Final Business Response /* (4000, 29, 2015/12/02) */
[redacted]Revdex.com Complaint[redacted] I called [redacted] about the Revdex.com complaint submitted and she states that she had no clue about it and so did her husband.
She states that her son may have been the person that submitted the complaint and when she gets home she will ask him to call back in.
[redacted] or her son can call back into the Call Center and have a service call setup to have them moved to different tower.

Dear [redacted], We sincerely appreciate you taking the time to bring your concerns to our attention, in regards to your Rise Broadband Internet Service.  We have had the opportunity to investigate your concerns. Upon review of your account, we have noted that you became a customer of...

Rise Broadband on August 12, 2015. The documentation also shows that you upgraded on April 2, 2016 to a 15mb 2 year contract with a 350GB data cap.  Unfortunately Rise Broadband does not currently offer any unlimited data plans.  The highest data cap we offer is 350GB.  Our system generates a notification when a customer is coming close to exceeding their given data allowance. We would encourage you to monitor your daily data usage on our website at www.risebroadband.com.  Your account assesses a charge of $3.50 per every 10gbs in excess of your 350gbs allowance. Although we understand data limits may seem inconvenient, these restrictions are put into place for the benefit of all customers within our network.  It is vital for us to implement such limits so that equal access is given to the service(s) which you are paying for and these services are not being obstructed by one or two customers utilizing the full capabilities of any given tower. After an in-depth review of your account and referring back to our company policies, it is our decision that the $250.00 early termination fee (ETF) is a valid charge and will remain applied to the account.   We sincerely hope this information provides clarification on your concerns. We appreciate you being a valued Rise Broadband customer. Sincerely, [redacted] Escalation Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because:  In the first letter they stated that I never tried to contact them again. They stated I only contacted them on the April 1st and May 15th.   I showed proof they lied.  I will not being paying for services not rendered.  Unfortunately I had an accident and suffered a severe concussion so I'm not saying the the first person said the things they are claiming or not.  I honestly don't remember.  I do know that every company I called on that day took care of business and they shut off on the 27th and 28th of April.  I received confirmations and final bills reflecting those dates.  Why would a rise broad band be any different than [redacted], or [redacted] or the water company or even the trash company.  What makes Rise so special that they can't shut off services when asked to?  Rise broad is the only one that did not.  So I will not be paying for services not rendered.  I was not using their service from the 27th on.  The person that moved into the house is not even moved in yet.  (they are remodeling first)  So no data has been used.  The company was aware of the move 27 days in advanced.  So services were not rendered so I will not pay for services not used.
Sincerely,
[redacted]

Dear [redacted],                                  �...⇄                                   June 15, 2016Thank you for your feedback regarding the ability to opt out of marketing campaigns. While our department doesn't make or change existing policies, your feedback will be provided to the marketing department for review.  Rise Broadband knew, when we launched this program, that it would not be a perfect fit for all customers. As stated previously, we sent out mail and emails letting you know this was being implemented as well as allowing you a 60 day period to opt out before billing.  We understand that opting in is your preferred method of selecting services and we will convey your concerns with the appropriate members of management. We understand your concerns and sincerely appreciate your feedback in this matter. The concerns (perhaps use different word? Concerns is used twice here.) you raise, and the desired settlement you seek in your letter to the Revdex.com will  most certainly be passed on to upper Management and to our Sales and Marketing teams, but the decision will be made by them and will take some time. Thank you for continuing to be a valued Rise Broadband customer. Please let us know if we may be of further assistance. Thank you,[redacted]Escalations Specialist

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]

Dear [redacted] We greatly appreciate your patience while we worked through this difficult issue. After looking into the issues at the tower as well as with the equipment at your residence we were able to isolate and troubleshoot the issue and you should currently be seeing a vast improvement in...

your internet. We regret that it took so long to resolve the issue and hope that the measures taken to restore your service will be long lasting and reliable. In December Rise Broadband had a rate increase, the first one in over 3 years. The decision was made to raise rates at that time so that Rise Broadband could continue to keep up with the growing demand for internet, and to maintain and improve our services. We notified our customers in advance of the rate increase. I apologize for the inconvenience and frustration this brought you. As a measure of good will, we have applied a $25.00 credit to your account to compensate for the time you were without service. We thank you for being a Rise Broadband customer and look forward to serving you for many years to come. Thank you, [redacted] Escalation Specialist, Rise Broadband

Initial Business Response /* (1000, 6, 2015/10/30) */
Date 10/30/2015
Dear [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We have taken every action possible to make sure that this problem has been rectified and...

that we are able to provide the best solution possible to your inconveniences.
Please give me a call at XXX -XXX-XXXX. My hours of operation is Monday thru Friday 9:30 a.m. to 5:00 p.m. I would like to schedule someone to come out to your location to see what can be done to resolve your issue.
Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We hope for the opportunity to serve you better in the future, and we thank you for your continued support.

Thank you,
[redacted]
Customer Care Supervisor
Rise Broadband Internet Services
www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because: Same old response. "We are looking into it". How long should I be waiting, another 6 months? A good team could have this resolved in a day. It's been nearly 10 months.
Sincerely,
[redacted]

Mrs. [redacted], Troubleshooting is a process to determine the nature of the complication and in some cases they are harder to pin-point than others. We fully understand the frustrations incurred from this and will apply a credit to the account for poor customer service in the amount of $15.65. This is...

in addition to the $2.75 that was issued by the supervisor you spoke with yesterday for the two day wait until your scheduled service call. This amount is generated through our qualification process; we are not liable for lost wages or other expenses outside of our services. Service call dates generally range from 1-4 days after scheduling and are strictly on a first come first serve basis dependent on the availability in that area with the option of being put on our flex list should an opening become available prior to that date. We value all of our customers and your continued use of Rise Broadband for your internet needs. [redacted], Escalations Specialist.

[redacted], We apologize for the confusion and inconvenience we have caused you. Pertaining to the bill of $131.14 that was paid twice. The auto pay pulled a payment of $131.14. Then on the same day another payment of $131.14 was made via the online payment portal. We have no control over the online portal.  When you were told you were getting a credit and that it had been approved, this was actually the case. In our system it has been processed correctly and approved. However, because there was no credit card information in our system at the time, the credit could not be applied back to your credit card.  We apologize for the problems this has caused with your personnel bills, but our system did not pull twice. The second payment came through our online portal which was done by you or someone that has access to your online account. Please understand, the amount of $262.28 covered the bill of $131.14 that was owed, and then went towards your next two months of service. The bill for January was completely covered, leaving a balance of $55.55 that will be applied to the month of February. Because these charges are your normal monthly fees and nothing more, we will not be able to credit back that second $131.14. We will however, go in and credit back the late fee you were charged due to our auto pay not pulling.  Other than this, all charges on the account are valid. Regarding the billing cycles. According to your account, we found no evidence that your billing date has changed at all. We have one record of a late fee, which was due to our system not pulling and we will credit that back to you. However, that is the only charge you have received other than your normal bill. [redacted], Escalation Representative

Complaint: [redacted]
I am rejecting this response because:Upon installation the technician informed us that our location would make it difficult to provide service.  The distance and high winds would likely create problems with the equipment.  Working from home, we do not have the luxury of having a technician come out to our residence every time the wind blows and knocks their equipment out of alignment.  We need our jobs.  The fact that Rise ensnares consumers in a contract with no assurance that their product works is highly unprofessional.  It would seem to me that Rise is aware of these issues with their service and locks consumers into a punitive contract so that it makes it difficult to cancel when their service doesn't work.  Putting the blame on the consumer when their product clearly under-performs is the sign of a company that doesn't care about customer service.       
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I disagree that the letter sent for this offering (both e-mail and postal mail) was clear that a customer was required to respond and that it is deceptive to force a paid service requiring an opt-out instead of an opt-in.  I have had several work employees read the letter and give me their assessment of what they would do having received the same letter.  I think the final verdict will be how many calls you get, once the two month window has expired, from people who suddenly see the additional charge since the letter was not clear. 
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 satisfactory to me.
Sincerely,
[redacted]

Dear [redacted],   ...

                                        ...⇄ We sincerely appreciate you taking the time to bring your concerns to our attention via the Revdex.com, in regard to your Rise Broadband Internet Service.   We have reviewed your account and are continuing to research these matters further with our Network Management Team. We will be back in touch via the Revdex.com shortly to provide further clarification.   We sincerely appreciate your time and continued patience throughout this process.   Kind Regards,      [redacted]

Dear [redacted],   Thank you for contacting the Revdex.com with the concerns regarding the Visa Gift Card promotion, and we would like to share the following;   Rise Broadband sincerely apologizes for the delay in the Visa Gift Card being delivered. We have reached out and...

spoke with [redacted] about this, and came to an agreement that we would credit the account for the $100.00 instead of the mailing the Gift Card. This credit posted to the account on 1/10/2018.   In addition, we provided an additional $20.29 in credit to the account, equivalent to 3 weeks of credit, as an apology for the delay with the Visa Gift Card. This has left a total credit balance of $129.07 on the account.   Thank you very much for your time and patience in this matter, and for having been a valued Rise Broadband customer.   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected]

Initial Business Response /* (1000, 6, 2015/10/30) */
Date 10/30/2015
Dear [redacted],
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We have taken every action possible to make sure that this problem has been rectified and...

that we are able to provide the best solution possible to your inconveniences.
I would like to inform you that we do have other options for viewing your invoice. You can go to our website at www.risebroadband.com and select "My Account". You should be able to view your invoice and make a payment online.
Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it [redacted] assist us in becoming better at what we do. We hope for the opportunity to serve you better in the future, and we thank you for your continued support.

Thank you,
[redacted]
Customer Care Supervisor
Rise Broadband Internet Services
www.risebroadband.com