Rise Broadband

Complaint: [redacted]
I am rejecting this response because:  I did file a complaint with Rise, here is the ticket number they gave me and said, they would come out and fix the problem-[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they apparently plan to continue to defraud their customers by adding unauthorized charges without the customer's knowledge. 
Sincerely,
[redacted]

Mrs. [redacted],      We apologize you do not find the previous information satisfactory and we would like to provide further clarification on the matter:            We reiterate that Rise Broadband is an “up-to” speed provider and cannot be guaranteed or promised due to the nature of the service. This is specified by sales agents as well as the online terms and conditions. With the 2-year contracted agreement initiated September 2015, Rise Broadband extended unlimited data, free installation, two free months of internet service and radio equipment rental as well as a reoccurring free router rental and discount to your monthly service plan totaling $411.28 in current savings from our standard rates. The standard monthly rate for the 15MB plan is $57.45 and the 5MB plan is $47.45. With the discounts applied to your account, you are being charged $35.95; these figures do not include taxes and fees.      The $250.00 early termination fee (ETF) is a valid charge for closing the account prior to the full Term. I understand this is not the resolution you were looking for, however, a thorough review of the account was completed and we must stand by our qualification process in regards to the 2-year contracted agreement between both parties. [redacted], Escalations Specialist.

Initial Business Response /* (1000, 6, 2015/10/06) */
Date 10/6/2015
[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. Our Infrastructure team is working diligently on upgrading our network, it's a timely process and with some budget restraints. We show that you have canceled your account. I sincerely apologize for your inconveniences we hate to see that you have left our company, should you change your mind we would love to see you come back.
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

Mr. [redacted],   Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. After looking into your account, it appears that there was an upgrade to your internet package in May of 2015 putting you into a 2 year...

contract. The billing statements we sent to you every month after this change did include the information about the 2 year contract on page 2.  At this point we will not be able to waive the Early Termination Fee per our terms and conditions that can be found at www.http://risebroadband.com/legal/broadband-internet-terms-and-conditions-o...⇄ any inconvenience this may have caused you.  [redacted] Escalation Specialist  Rise Broadband

Dear [redacted], Thank you for contacting us through the Revdex.com for further review. We appreciate the opportunity to clarify the matter of data limits.   Upon review of the account, we note that the account was upgraded on December 27, 2017. This upgrade action, in and of itself,...

did not remove the unlimited data from the account. Like most others in the industry, Rise Broadband has moved away from unlimited data on all of our residential accounts. These changes would have eventually been made to the account, regardless of the upgrade in December.   Although we understand data limits may seem inconvenient, we assure 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) in 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. As the growth of internet usage continues to increase rapidly, we must keep up with the demand and attest that we are putting forth our best efforts to maintain the network to provide the best customer service experience possible.   We are sincerely sorry if these changes were not understood at the time the account was upgraded. We sincerely apologize for any unprofessional conduct that may have been experienced when speaking with any member of our staff. It is our continuous objective to provide an efficient and positive customer service experience on each and every call, and we sincerely regret that this has not been consistent with your experience.   It is true that we cannot place the account on an unlimited plan, as we simply no longer offer any for residential customers. This is not an error, but rather our billing format going forward. We send an email when a customer is at 75% and again at 95% of the total data allotment. There are multiple ways to cut down on data usage, any of our representatives would be happy to go over those with you.   In a measure of good will, Rise Broadband has determined that we are placing a credit on the account of $49, which is one half of the data overages. We are doing this as a onetime credit and will be unable to credit for data overages in the future. This credit will appear on the billing statement within 24-48 hours   We are grateful that this issue was brought to our attention as it is our highest priority to ensure that our customers know the type of service they will be receiving from us, and as this is the best way to make sure that our customers are happy with our services.   Thank you for contacting us regarding this matter, and thank you for being a valued Rise Broadband customer.     Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE www.risebroadband.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, pending receipt of the refund. 
Sincerely,
[redacted]

Dear Ms. [redacted]Please accept our apologies for the service issues you have been dealing with. Last week I spoke with the people in the correct department and asked them to please escalate the issue and get it resolved as quickly as possible. The case is currently with our Network Operations Center,...

and I expect they will resolve this fairly quickly. It is the policy of Rise Broadband that we can credit your account, once the issue is resolved. I will be happy to go over your account with you and issue any credit adjustments we can agree to. Unfortunately I will have to wait until the issue is resolved before I can do that. I anticipate this will be fairly soon, given the urgency that is associated with this case.Thank you, [redacted], Escalations Specialist

Complaint: [redacted]
I am rejecting this response because: all the auto pay was cut off after you took and did not pay it back to me. You missed a payment on me due to you had control of taking money out of my account. This is bad business. You changed the due date from the time we paid by two weeks early. You changed the rules than take out 2x the amount. Then you customer service lied to me on two different days telling me: It has been approved to send the money back to my account. $264 for a $67 bill is for what exactly?  You run this bill up by that 2 weeks than say I have a $55 credit? It this really how you do business?   
Sincerely,
[redacted]

[redacted] Revdex.com [redacted] Thank you for contacting Rise Broadband regarding your speed issues. We are here to listen to your concerns and try and resolve them.  We do apologize you are that you are being affected with slow speeds. After 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 July. We do apologize that this is taking some time to resolve. As a result, we are happy to credit your account with $10 off per month for 3 months. If all issues are not resolved by then, we can certainly revisit the issue. We appreciate you being a Rise Broadband customer and we appreciate your patience as we work to resolve this issue. Again, thank you for contacting us at Rise Broadband.  We look forward to working with you in the future. [redacted], Escalations Specialist Rise Broadband

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns.   While we do show that a call was made to us on 9/24/2015 regarding missing equipment, resulting in a technician replacing the equipment on...

9/25/2015, we do not have records of our company having picked up the original equipment. We will never remove service equipment without the account in question having been cancelled.   In the event of a transfer of service, any expired promotions that had previously been applied to an account are subject to removal. In this case, unlimited residential data has not been available since late 2015. Due to the promotion no longer being available, we will be unable to reapply the previous data plan. We sincerely apologize if there was any miscommunication regarding this.   The terms of the contract state that the service plan pricing will not change for two years. Promotions are not included within the contract terms, and would not impact the base package pricing of the contract. Again, we sincerely apologize for any misinformation that may have been communicated in regard to the unlimited data or any other promotions.   Thank you for being a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.  The base amount you pay for the internet service package is $55.95 per month. No tax is collected on this account....

The only other additional monthly charge is the Carrier Recovery Fee of $3.12, which is a standardized fee applied to  every Rise Broadband account. The payment due date on this account is the last day of the month. The billing cycle is from the 29th of the month through the 28th of the following month. When a bill is 30 days late, we assess a $10 late fee. When an account is 30 days late, we disconnect service on our end, and charge a $30 reconnection fee. Because we received payment beyond the 30 day mark, the account was charged this fee. The terms and conditions of our billing policies can be found at RiseBroadband.com for further details. As a onetime courtesy we will waive this $30 reconnect fee. Please bear in mind that in the future we will not be able to do so. Any late fees or reconnect fees are the sole responsibility of the account holder. Thank you for contacting us regarding this matter, and thank you for being a valued Rise Broadband customer.

Dear [redacted], Thank you for your response. We’d be more than happy to provide clarity on the issue. As of the date of our response, 9/15, the only authorized user was [redacted]. As of 9/16, you are confirmed to be verified on the account. At the time of our response, we were unable to discuss any billing issues without that verification. We apologize for the inconvenience. We will be unable to add a free static IP to the account. Per the conversation we had with [redacted] on 8/16, we offered to compensate for one free month of static IP service. This offer was refused. We also have a policy for cancelling a 2-year contract with no penalty within 30 days of installation. This was also conveyed in the aforementioned call. There does appear to have been an issue in the system that caused the applied promotion to be removed from the account. However, this issue has been rectified and the current bill is $47.45 before taxes and fees. The current amount due is $50.24.  Thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because: Per your response "your date usage monitor rolls over ever 24 hours. Data utilized on the final day of the cycle would not be visible until the first day of the following cycle. As 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 month. So 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 10 GB after the last day of the months charged so now your saying your charging me for just using a percentage of the 10 GB?. So if I use 2% I get charged $3.50 if I use 25% I get charged $3.50 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],

[redacted] Thank you for your response with your comments. We apologize for any inconveniences.  We understand your concerns. The rate increase for all plans was across the board which affected all customers. Unfortunately, Grandfathered doesn't apply to increases and fees for any plans. The increase was necessary for improvement for network reliability and coverage.  We do value your business. Again we apologize for any inconveniences due to the concerns brought to our attention.    Kind Regards,    [redacted], Escalations Specialist    Rise Broadband

Initial Business Response /* (1000, 9, 2015/10/14) */
Date 10/14/15
Dear [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We are 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 you.
In reviewing your account, I show that you had called in on September 3, 2015 with no connection. At that time we setup a service call for you and the service call date was September 8. We did replace the equipment on your house. I did look at the tower that you are pointing to and that tower is not having any issues. I show that you are paying for a 5 meg package. Since that time the connection has been stable. If you are still having connectivity issues or speed issues please contact technical support so that we may be able to assist you.
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
www.risebroadband.com
XXX-XXX-RISE

Complaint: 11098504
I am rejecting this response because: I have not had a chance to accept their phone call. Please call me to resolve this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the company has made it out that my account gets credited all the time. What rise broadband failed to mention in their response about the credits is that I was credited for one month of service because for more than 3 months I had speeds at a tiny fraction of what I was suppose to be getting which made the internet unusable due to a broken tower Component that had to be fixed. In regards to the reconnect fee that was credited last year that was also a rise broadband error because the representative didn't properly credit my account and left a few dollars in tax that should have been removed on my account and without me knowing that my internet was completely shut off and when I called in about it they apologized for their error. In regards to getting a reconnect fee the email I received from the company states a reconnect fee will be issued when a complete disconnect is happened and will be applied when calling in to reconnect service. There is no mention of a soft disconnect fee nor is anything worded that after 50 days you will automatically receive a disconnect fee whether it was disconnected or not. That language is also not in the contract I agreed to with the company. I will be happy to provide the email from rise broadband to the Revdex.com if needed. I continue to insist that I receive my 60 dollar credit.
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting Rise Broadband through the Revdex.com. We appreciate the time taken to bring this matter to our attention. After reviewing the account, it appears that a call was made to our Call Center on July 7, 2017, in regards to cancelling the...

account. The representative attempted to transfer the call to our Solutions Team, and the call was ended. The cancellation never took place and the account remains open at this time. We have no documentation of the new address. We will be more than happy to waive the $250 Early Termination Fee, once the account is closed and we receive proof of the new address. At that time, we can go over any further billing issues. We sincerely apologize for any confusion or miscommunication. Our records show that the agent did not disconnect the call, and the account closure was never completed. Please call us at [redacted] to close the account. Please also send any documents showing proof of the new address to [redacted]. Thank you for being a valued Rise Broadband customer. [redacted]

Dear [redacted], Thank you for contacting us via the Revdex.com. We sincerely appreciate the opportunity to help resolve this issue. Although we understand data limits may seem inconvenient, we assure 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) in 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. We have credited the remaining balance on the account, $40.39 as a measure of goodwill. The account is at a zero balance and this will have no impact on your credit. We sincerely hope that this information has helped to provide further clarification in regard to your concerns. We apologize for any inconvenience that this situation has caused you. Thank you for having been a valued Rise Broadband customer.     [redacted]
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