Wave Internet

Customer contacted us on 04/30/regarding an issue they were experiencingWe replied on 04/30/and heard nothing from customer until 05/02/when customer called our office and requested to terminate servicesThe agreement signed by customer clearly states that we do not refund for partial month's serviceIf customer had requested cancellation before 05/01/2016, customer would not have been charged for the month's serviceWe must stick to our policy and create all customers equal.Our preference would be to retain the customer by resolving the issue they are experiencingIf the customer still wishes to cancel, services will remain available until month's end

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ [redacted] contacted our office once complaining of slow internet speedsHowever, it was determined and confirmed by [redacted] that she was, in fact, receiving her advertised internet bandwith speed [redacted] proceeded to make other dishonest accusations thereafter [redacted] was released from her contractual obligation as she had requested

I canceled my internet on by the of may, after they took the money out they said they were unaware of the cancellation, after speaking to them drictly they knew it was to be canceled and I no longer lived in the town, since then they have successfully and unsuccessfully with drew money from my account, each time is is denied it charges me dollars, so far to date there is attempts from them to collect money out of my account, most recently on Thursday of this monthI would like this mattervtaken care of, and instructions on how to recover my moniesThe company knew the internet was to be canceled due to a verbal conversation, I am very upset over all the fees on my account and can not continue to cover them and pay my bills that I do owe, I owe waves internet nothing! Thank you for taking my complaint, sincerely [redacted] ***

I canceled my internet on by the of may, after they took the money out they said they were unaware of the cancellation, after speaking to them drictly they knew it was to be canceled and I no longer lived in the town, since then they have successfully and unsuccessfully with drew money from my account, each time is is denied it charges me dollars, so far to date there is attempts from them to collect money out of my account, most recently on Thursday of this monthI would like this mattervtaken care of, and instructions on how to recover my moniesThe company knew the internet was to be canceled due to a verbal conversation, I am very upset over all the fees on my account and can not continue to cover them and pay my bills that I do owe, I owe waves internet nothing! Thank you for taking my complaint, sincerely *** ***

Wave internet says there service works has you sign a contract, then when you see the service does not work,they hold you to the contract charge you$to get out of the contract and continue to charge you for a the internet service when it clearly does not work.It is a legal scam.They have worked the contract so that you cannot get out of it unless you give them money as well as them not providing you with the internet service they said would work for your needs! They are making money off a terrible service and charging people to end there service regardless of what you have already paid for!

I sent them an email over the weekend this past weekend about my issueI have been having internet issues, I live in a rural areaI seem to always have issues with the internet, but the past week I have had nothing, takes so long for one page to loadThey blame the trees, weather, or where my house is compared to the towersThey do not provide service that they guaranteeI am going to go to a satellite providerI want to cancel my account, I am paying a $a month for nothing I can use.I called them 5/and the woman I spoke to was very rude said I'm not entitled to a refundShe said I have to wait till the end of the monthI have been with the company for over yearsNothing was in the contract that said
I shouldn't be entitled to my refund when I try to cancel it the first working day of the month

Complaint: [redacted]
I am rejecting this response because: The Company had me turn in the device on the 2 MAY the first working day of the month, Also I was not under contract with the company any longer I was with the Company for over three years the original contract was for 2yrs and does not have anything saying I am not eligible for a refund. Also the company sent me an email which I was unable to get due to no internet at my home  service has been out for over a week I read the email the sent to my personal email account yesterday when I finally was able to read it. I am retired military and work for Department of the Army as a GS employee and wish to get this resolved professionally as I paid my bill on time each and every month and on time.
Sincerely,
[redacted]

Customer contacted us on 04/30/2016 regarding an issue they were experiencing. We replied on 04/30/2016 and heard nothing from customer until 05/02/2016 when customer called our office and requested to terminate services. The agreement signed by customer clearly states that we do not refund for...

partial month's service. If customer had requested cancellation before 05/01/2016, customer would not have been charged for the month's service. We must stick to our policy and create all customers equal.Our preference would be to retain the customer by resolving the issue they are experiencing. If the customer still wishes to cancel, services will remain available until month's end.

Customer [redacted] signed a three year agreement with Wave Internet Technologies LLC (Wave) in June 2016. A sample copy of the agreement is attached. The agreement clearly states that if the customer terminates the agreement, they are responsible tp pay out the remainder of the...

agreement. Had Wave chosen to pursue this as stated, customer would have owed in excess of $1,000. Instead, Wave allowed customer to be released from the agreement for a mere $250.Customer contacted us reporting issues of streaming services such as [redacted]. Wave contacted customer and found the account to be in perfect working order and the customer receiving 100% of their advertised service. Wave determined the cause of the customer's complaint was due to one or more devices in the customer's home fully utilizing their available bandwith. Wave recommended that the customer track down the device(s) creating this issue or upgrade their service level to a higher package. Customer chose not to pursue either of these recommendations. Wave continued to monitor customer's connection to ensure that full bandwith was available at all times. Wave's monitoring confirmed that service was working as advertised while customer continued to consistently utilize all available bandwith.In sum, Wave's service was available as advertised at all times. Customer neglected to pursue Wave's recommendations and chose to cancel service. Wave allowed customer to cancel the agreement for a fee of less than 25% of what should have been charged. Despite all of this, Wave is still willing to reinstate service as subscribed and aid the customer in utilizing their service to its full potential.

Initial Business Response /* (1000, 5, 2015/11/06) */
[redacted] contacted our office once complaining of slow internet speeds. However, it was determined and confirmed by [redacted] that she was, in fact, receiving her advertised internet bandwith speed. [redacted] proceeded to make other dishonest...

accusations thereafter. [redacted] was released from her contractual obligation as she had requested.