Rise Broadband

Dear [redacted] , We appreciate you bringing your concern to our attention through the Revdex.comThank you for the opportunity to address the issue concerning the equipment fee and we hope to provide a satisfactory response to your inquiry Rise Broadband’s records indicate we were contacted on 11/20/about the outstanding balance on the account due to the equipment feeA supervisor was requested and reviewed the accountOn 11/22/the decision to waive the outstanding balance due to the delay in picking up the equipment was made and the fees waivedWe attempted to reach out to the contact number on file and left a voicemail containing this information There is currently an $credit balance on the account and we have begun the refund processWe will mail the credit balance to the current mailing address on file, [redacted] ***, unless we are contacted within the next few business days to update the email addressIf desired, we can be contacted at [redacted] @risebroadband.com and we would be more than happy to update the mailing address for you, or contact us by phone at [redacted] and any Billing or Sales agent would be able to assist with updating the mailing address We sincerely hope this information provides clarification regarding your concernsThank you for having been a Rise Broadband customer, and we hope the best for you in the future [redacted] RExecutive Services | Rise Broadband Phone: 844-411-RISE [redacted] @risebroadband.com www.risebroadband.com

I am extremely upset at this point Your rep ensured that there would not be a contract And when my wife signed it was on an Ipad and none of the information was visible The only thing we could see was the place to sign Screen shot below and attached The information explaining contract was not visible to us so we only had the word of your rep and he promised us that we would not be bound in a year contract I would not have signed up with you otherwise because I knew that I probably wouldn't need the service for that long Please pull the information for the rep that sold us on the plan and talk with him He caught us as we were headed out the doorHe promised us that there would not be a contract and I want to hold him to that Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/09) */ Date: 10/9/ Dear [redacted] , Thank you for your feedbackIt is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersAs for the representatives you had been in contact with, I can assure you we do not take the complaints lightly and those do go under investigation so we may coach employees on how to properly communicate and give correct information regarding our services Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe hope for the opportunity to serve you better in the future, and we thank you for your continued support Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

[redacted] RE: Revdex.com – [redacted] Dear [redacted] Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the charges on your account After reviewing the account details, I’d like to share the following: On March 23, a credit for the reconnection fee in the amount of $was assessed to the account and a service credit in the amount of $was also assessedAt this time the account reflects a balance due of $to bring the account current through 5/ I hope this brings clarification to your concernsThank you for being a valued Rise Broadband Customer Regards, Christine P Rise Broadband Executive Services

Dear [redacted] Thank you for contacting us through the Revdex.com again so that we can further address the issueThank you also for sending the phone bill, showing the date of your original callRise Broadband is a same day cancelation companyIf a customer calls to cancel service, this is done within minutesWe do not pre-close accountsWhile we clearly recognize that you did call us on September 18, 2017, the account was not closed at that time During this call, information was provided stating that you would need to call in on the date you wished to discontinue service with Rise BroadbandThere is no doubt that this call took place at the time you said originallyAgain, during this call only information was shared and no action was taken on the accountOn October 19, the account was closed, and the account is noted that full disclosures were givenWe then attempted to pick up the equipment, but were unable to retrieve it as the new homeowner had disposed of itThe account holder is responsible for the safe return of all Rise Broadband equipmentRise Broadband stands by our original statement, that the fee is validHowever, after speaking with management it was decided that, in a measure of goodwill and the unfortunate circumstances created during the move, we are willing to cut the $by one halfThis is an extraordinary exception, as this is not our process and does require Manager approvalWe will credit the account $This decision was made in the part because we as a company, hate to see anyone burdened with additional bills during this time of the yearWe hope that you take advantage of this generous offer and have a wonderful Holiday Season [redacted]

Complaint: [redacted] I am rejecting this response because: Per your response "your date usage monitor rolls over ever hoursData utilized on the final day of the cycle would not be visible until the first day of the following cycleAs a result, there may be a slight delay in the courtesy emails sent out." So why do you bother to send a Courtesy Notice of Purchase on the last day of the month and then the next day when additional fees ($3.50) are charged you don't sent out an additional courtesy email? In the three months I have never received an additional email on the 1st day of the monthSo why are you hiding this? Change your courtesy notice of purchase emails to the 1st day of the month or just send an additional one on the 1st day of the month I still don't see where I used a full GB after the last day of the months charged so now your saying your charging me for just using a percentage of the GB?So if I use 2% I get charged $if I use 25% I get charged $if I use 75% I get charged $3.50? again your email states I will be charged if I use the full 10GB Misleading to customers again your emails should be correct or why bother to send them out? Sincerely, Dear [redacted] ,

Initial Business Response / [redacted] (1000, 7, 2015/09/30) */ Date 9/30/ Dear [redacted] , Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe 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 In light of our investigation, we have made changes to your internet services as of seven days agoYou should currently be receiving the speeds that you are paying forAlthough we would never want to see you go, you're under no obligation to continue your services with Rise Broadband if you choose soThere will not be a cancellation fee if you do decide to terminate Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe 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 www.risebroadband.com XXX-XXX-RISE

Complaint: [redacted] I am rejecting this response because:As I am attaching the prepaid postage you sent when I advised you I was sending back the equipment, please show me where I can track it? You sent me a first class mail return not a UPS "TRACKABLE" return Sincerely, [redacted] ***

[redacted] We would like to sincerely apologize for the equipment charge on your account and for the inconvenience we have caused youWe have reviewed the information and the charge of $has been reversedWe also would like to thank you for your feedback and timeIf you have any other questions you are always welcome to contact us and address the concern***, Escalation Representative

Complaint: [redacted] I am rejecting this response because:No one came to pickup the equipment, or called to notify us they would not be coming Sincerely, [redacted]

[redacted] , Thank you again for taking the time to bring your concerns to our attentionAllow me to extend our sincere apologies for what has happenedI have already brought this matter to the attention of the area supervisor, and asked that we make sure this is addressedI have also requested they send another tech to gather the discarded equipment from your propertyAgain I apologize, and will take appropriate actions to ensure this does not happen again***, Escalations Representative

Complaint: [redacted] I am rejecting this response because:There has been NO documentation or disclosure of this fine print up to this dateI also provided a statement of services agreed to and not a bill."The reason the Early Termination Fee shows as “0.00” on the reflected statement is because there is not a charge for the Early Termination Fee unless the contract is breachedYou will also notice that the installation also shows $0.00, as there was no charge for installation due to the promotion that was signed up forOur installation fee normally $ There has been absolutely no changes made to the contract or service since it was first installed." This is my whole point that the initial promotional package and terms I signed up for have been altered.The $amount for install is on the SAME "statement of service agreement" as the $early termination fee for the SAME promotional packageWouldn't this all be one package deal that we agreed to, or at least disclosed on the statement of servicesOf course there shouldn't be charges on a statement of servicesThis is a statement of services that ensures the end user what they signed up for, and not the invoice/bill that shows any charges made to the accountThe statement of services should also disclose this contingent information but as you can see it does not The way I am reading this "service of agreement" (not invoice) is there is no installation fee or early termination fee, breached or not breachedHard to tell with out any disclosure or transparency so I have to go off of what I received as a statement of services agreed to.There is no small print or terms on any of the provided documentation I authorized that validates alteration of the initial statement of services/contractThose are important terms that need to be disclosed in my initial contract and all you have provided is a "job receipt." Also MrDavid, you are trying to correlate a service statement and a billThese are two different types of documentation and the service statement I received shows what we had agreed toNo where on there does it disclose any information about how early termination fees can be applicable to my account for the promotional BUNDLE I agreed toThose installation fee terms and early termination terms are stated simply as a $with no other indication on my service agreement Kind regards, [redacted]

Dear [redacted] , Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current service issuesAfter having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret that this has not been consistent in your experience with our service Rise Broadband has identified an issue with the tower that causes slow speeds at timesWe sincerely apologize for this inconvenience and understand your frustration regarding this matterAt this time, we are unable to provide a specific date regarding the upgrades completion at the tower, but we can assure you that our Network Engineers are treating it with the highest priorit** Although we are unable to provide a specific time frame for the upgrade, the issue was identified in January and is being reviewed by our Networks teams In light of your concerns and the difficulty that you have experienced there was a $service credit assessed to the account along with a discount of $for the next three months due to the ongoing tower issuesIf for any reason the issues are not resolved at the end of the discounts days the discounted amount can be revisited, if necessar [redacted] We sincerely hope that this response provides clarification regarding your concernsWe appreciate your patience as we work through the tower issues, and thank you for being a valued Rise Broadband customer Best Regards, Danielle [redacted] Executive Services | Rise Broadband [redacted] [email protected] www.risebroadband.com

Dear [redacted] , We would like to sincerely apologize that the equipment was not picked up from the residence on the previously enclosed dateI have set this up this pick up again with our Dispatch Manager, it is expected to be retrieved tomorrow (Wednesday October 11th, 2017) morningOur technician has your equipment retrieval setup to be picked up first thing tomorrow morning at 8:00am local timeHe will also call you tomorrow morning when he is on his way to give you at least a minutes noticeIf for any reason the equipment does not get picked up tomorrow please reach out to me directly through [redacted] Thank you for having been a valued Rise Broadband customerKind Regards, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because:As of today 9/14/we cannot get into the graymail, We have never set up a password for this or user name?? So if we have never set up the username and password How do we change the passwordI tried to change it and itand had no luck, Got the message that my user name and password can not be identifiedI need to get this fixed, What would you suggest me to do now because I tried logging in and changing it but I could not because my username/password?????We have tried everything that Rise Broadband has suggested, We have been told stories for months nobody from Rise broadband knows what they are doingThe response from them has changes yet again about this graymail issue......We cannot believe this Sincerely, [redacted]

Dear ***, Thank you for taking the time to reach out to us through the Revdex.com with your experiences you have encountered with your serviceWe apologize for any unprofessional experiences you may have encountered during your interactions with our contact centerWe have researched your concerns and would like to share our findingsUnfortunately the upgrades to the tower in this area isn’t scheduled for the foreseeable futureThe most recent estimated timetable for any possible upgrade is well over a year awayThere are a number of constraints that are affecting this tower, namely, the terrain and remotenessSince we are not able to address the immediate issues that you are experiencing, we will be waiving your Early Termination Fee of $ A check for the amount of $will be mailed to your address at [redacted] It will take approximately to weeks to receive the checkWe sincerely apologize that we are unable to provide internet service to your homeThank you for having been a valued Rise Broadband customer Kind Regards, [redacted] Rise Broadband

[redacted] Revdex.com [redacted] Thank you for contacting Rise Broadband regarding your speed issuesWe are here to listen to your concerns and try and resolve them We do apologize you are that you are being affected with slow speedsAfter speaking with the Area Field Supervisor and getting the latest update from him indicates that he expects work to be completed on your tower by mid JulyWe do apologize that this is taking some time to resolveAs a result, we are happy to credit your account with $off per month for monthsIf all issues are not resolved by then, we can certainly revisit the issueWe appreciate you being a Rise Broadband customer and we appreciate your patience as we work to resolve this issueAgain, thank you for contacting us at Rise Broadband We look forward to working with you in the future***, Escalations Specialist Rise Broadband

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 satisfactory to me Sincerely, [redacted] ***

Dear [redacted] ***, Per your original complaint, the router was turned off at roughly PM September 29thAny data that had been used before the update at midnight, September 30th, would not have shown on the statement at that timeThis would not mean that GB of data had been used while the router was off, but had been used before that midnight cycleData is tracked specifically in relation to the outside equipment at your locationThis means that any download or upload transmitted through that equipment, which may only be used by the service household, is tracked and applied to your accountPer our previous response, we suggest performing a virus scan on all equipment that is utilizing an internet connection as well as monitoring what devices are connected to the routerOur technical support representatives at [redacted] would also be more than happy to review additional ways to limit data usageThank you for being a valued Rise Broadband customerRegards, [redacted] , Escalation Specialist Rise Broadband