Wave Broadband

We have repeatedly tried to contact the consumer, most recently by phone on 12/8, 12/13, and 12/15 leaving voicemails that so far have not received reply. Our company policy requiring VOIP call to verify identity is to align with FCC policies on customer proprietary information and privacy, but...

should not apply if the customer does not have VOIP service with us. We do not need this information to reset the account, but since some information on the account is incorrect and requiring verification, for customer security we cannot provide any account info or register the account.

The customer has requested a change in their billing cycle, which we are able to accomodate, but the customer refuses to provide the necessary information by phone. Our policy requires this change to be made by phone to prevent unauthorized account access. When the customer started using profane and...

abusive language towards our service reps in email, they informed the customer they could not continue the conversation and encouraged the customer to call in and make the change to resolve their issue. When a rep called back later to try and resolve the issue, the customer did not answer and instead emailed again stating they refuse to handle the issue by phone. The customer then filed this complaint. We are willing and able to resolve the complaint via telephone, but cannot do so over email to protect the customer's sensitive payment and account information.

A member of our service team spoke with the customer and offered a discount as an apology for the service issue and delayed response. The call ended with the customer saying they were satisfied with the result.

Wave researched this issue and refunded all of the customer's money, in accordance with Wave's 30-day money back guarantee. Wave also issued a $50.00 credit on top of the refund to compensate her for the fee she had to pay [redacted]. Wave believes this issue has been resolved, but if she is not...

satisfied, Wave is happy to talk further and determine if additional action should be taken.

Wave researched this issue and contacted the customer. The customer claims that Wave was responsible for approximately $61 in wrongful fees. Wave offered more than that, an $80 credit on the account, to compensate the customer for the hassles he has gone through. The customer accepted the credit and...

it will arrive within 4 weeks.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

As of June 1 our records indicate the customer received and cashed the requested refund amount.

Complaint: [redacted]I am rejecting this response because they are not telling the whole story.
I find it strange that my phone service was dropped a few months after Wave Broad Band (WBB) visited my property and [redacted] informed me that WBB had requested the phone service be transferred to them. Which company is being untruthful? Furthermore, I am disappointed that WBB's records could not have been researched before the WBB rep visited the site. In addition, I was very straight forward when I made the request that the cut cable alluded to in their most recent response was the reason for my request for a new visit. I wanted to see if WBB was interested in going into a sharing of expenses to run a new cable. I suppose that the messages relayed over the phone are for some reason not available to the field reps either. The degree of lack of communication within WBB is astounding. In sum, the visit by the rep could have been avoided if he had access to the prior experience and communication and read it. He could have contacted me and relayed their policy. End of story; no harm done. What information they have or don't have, I don't know. What I do know is that somewhere within WBB's organization is a significant breakdown in either their records or the discipline to read them. Sincerely,[redacted]

Wave researched this issue and contacted the customer. After reviewing the customer's records, Wave offered the customer a reduction in the amount owed by 50 percent, as requested. The customer agreed to pay the remaining balance, and once that is confirmed, Wave will remove the customer from...

collections. The customer is satisfied with this resolution.

Complaint: [redacted]I am rejecting this response because:The original customer service personnel that I have spoken to contacted me on April 28, no other Wave employee has called/emailed/spoke to me since last year. So either my rep is still working on the side, or someone is pretending to be him via email.Also, I would like to know the following information before I feel the matter is resolved:1. What will be my monthly rate? As of now, I have been told it will be $50/month through January 2016.2. Guarantee that due to the confusion, any non full payments will not effect my credit3. Now that the person I've dealt with for the past year and a half is gone, who will I be dealing with when the bill is not correctSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Wave left us without the land line phone and without internet and without ALARM  for the day and for the night! It was a safety issue, not just inconvenience. 
70 students were forced to miss the class without notification, which never happened to us in 15 years that we work from home. We have had [redacted] before.
FCC allows provider to suspend the service to non-compliant customer, but nobody asked us about entering our property, nor did we deny anybody.
Wave entered the private property without asking and/or notifying the owner, due to allegedly malfunctioning equipment that was NOT causing any trouble for neighbors around us. Wave entered our property, put a block and never told their own operators!
Wave left us without phone land line and without internet and home alarm. Wave caused us to lose many hours trying to reach Wave to find out what was happening. In addition, our bills were paid in full and we were not notified about the  alleged trouble we were causing. we asked our neighbors around, nobody had problems, just us, because Wave put a block. Comcast did NOT have a- problem, Astound did not have problem, Wave got the problem.  Nobody has the right to enter a private property unless it is a health or safety issue. It is ridiculous that Wave keeps  refferring to a document and situation that cannot be applied to our case. If they asked too come on property, we would have known why service is terminated, they should have also scheduled a technician to fix "malfunctioning" equipment right away, not after many calls from us, when technician finally came and searched where the problem was, until he found a block. Why did not Wave notify their staff??
We are questioning, whether the Management of Wave even knows what and who did? So far, we are only getting run around and nobody looked at this outrageous case. We would like this opinion to be made public by Revdex.com. Sincerely,[redacted]

Our service team was attempting to reach the customer to confirm that his previous complaint had been addressed. Our records indicate we did speak with the customer and removed a disputed equipment fee and the matter is resolved.

Mr. [redacted] spoke to several supervisors at Wave on 8/30 and 8/31. Wave issued him service credits totaling $175.86 to help make up for the issues he was having. He was happy with these credits, on the condition that [redacted] would adjust their early termination fee as well. On 8/31 he stated that he...

would call [redacted] to attempt to have this fee waived. If they refused, he said he would call and ask Wave to credit him for [redacted] fee. Wave did not receive any additional communication from the customer, and accordingly believe this issue has been resolved.

5-22-2016
Dear Revdex.com,
This complaint has been resolved.
Thank you, Connie R[redacted]
ID#[redacted]
Woodland CA 95776

Complaint: [redacted]I am rejecting this response because: I completely disagree with Wave's "claim" of attempting to contact me. I did not ever receive one phone call from them. More importantly, I never received a letter from them trying to resolve the issue. I refuse to pay for a service that I never received. As you see in their response I am the one who contacted them multiple times to address the many issues with their service always interrupted and installation not properly conducted. Yet, they continued to charge me and even sent the bill to collections now. I request for a full credit and it is vital that they request the three major credit bureaus to delete that from my file as I have a clean report with the exception of Wave ruining my credit history. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:It is 6/05/2015 and I am currently at the same slow speeds. I am lucky to hit 10 Mbps. It makes me quite upset for Wave Broadband to say that they gave me $413.43 since October. They have given me nothing. They have reimbursed me for services not received. Now here we are again with the same slow speeds. All I ever wanted was the service which I paid for.Then when I ask to be reimbursed they say that they gave me something? Are they really serious with this response? I also ask to have equipment that was taken from my home returned and that never happened. They also never even addressed the equipment that was taken. Unbelievable, but no surprises here tonight. They said that the speed problem would be fixed today once again which they have done several times in the past. Once again they have failed to resolve the bandwidth problem which plaques the local area.I only started to complain in October 2014, but in fact speeds fell off regularly at night during peak user hours since late May 2014, but wave Cable still received payment monthly for services that were not up to the advertised 110 Mbps. As I write this response I just did another set of internet speed test and I came in at 5.22 Mbps download speed. This is not even close to the advertised 110 Mbps or the 80+ % required by law. I cannot stream at night. I cannot attend my favorite MMO games at night. I am lucky to be able to browse and check email which I sometimes cannot even do at night. Enough said. I am sure you get the point here.Sincerely,[redacted]

Wave's Accounts Payable department processes payments and refunds in order of receipt. In response to the complaint, we have requested an expedited payment for the refund amount.

Wave researched this issue and contacted the customer. The customer was very upset and felt that he was misled by Wave's sales representative. The customer clarified that his requested resolution was to have both the TV Stations fee and the FCC recovery fee removed from his bill. He also wanted to...

remove the previous account balance listed on his account ($44.46). Wave offered a $100 credit to his account. This eliminates the $44.46 account balance, as well as gives the customer an additional $55 for his inconvenience and to offset the fees he claims he was not informed about for the first month. The customer declined this offer. Wave believes it has made a good-faith effort to resolve this situation by applying a credit that covers both of the issues the customer identified. Wave cannot permanently remove the fees from the account in future bills, but has attempted to compensate the customer for any failed disclosure of those fees at the time of signup.

Wave researched this issue and determined that the former customer's refund check is in the mail, and will arrive in 2-3 weeks. Wave called the customer and let him know. Wave believes this issue is resolved, but invites the customer to call us if the check does not arrive in the next couple weeks.

We have not been able to reach the customer to address the issue with them, but our records show the customer's account was credited in July and August for service issues.