Zito Media

Review: In the past 4 weeks my high speed Internet has been unavailable for my families use. This has occurred over 2 episodes of outage. This last time it went out was on September 30 th. I called and set up an appointment that day for Thursday October 3rd. The man from Zito came on Thursday and determined that the problem was "at the pole and a bucket truck will have to come out." Today is October 12th and no one has come out yet. I have called 5 times during this 9 days and their response is "We understand your frustration but we can only tell you a maintenance order has been submitted." On October 11th, at 12:15, I asked to speak with a supervisor and was told that none were available but that I could leave a voicemail and someone would call me back. I left a voicemail explaining the problem and assured them that if the call was not returned on Friday evening I would file a complaint with the Revdex.com. I never received a call. On Saturday October 12th, at 11:44, I called again and asked to speak with a supervisor and was told that there was no one there but should be "in about one half hour." [redacted] took my name and number and said someone would call me today.Desired Settlement: I would ultimately like to see better customer service. Personally, I would like a genuine apology, my full service restored, my charges reevaluated, and more prompt service.

Business

Response:

this was addressed on 10/14 and the modem has held steady since. A credit was added to the customer's account to accommodate inconvenience

Review: I was supposed to begin service on 8/8/14. I have been lied to and have been given the run around as to why a technician cannot come to my house. I have asked for supervisors and have been lied to saying there were never any around. I have left my name for them to return my call for 2 weeks. Still no call. Their customer service representatives lie to me, insult me, and are extremely rude. If they were not the only cable internet company in my area I would not use them.Desired Settlement: I just want them to send a technician out to fix the cable lines so I may begin my service.

Business

Response:

Customer's modem is online and showing good usage levels for the past week. A credit was applied to account to cover the time between the start of billing and the actual timeframe when usage started.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the modem works as of 8/30/14 but the cable boxes still do not. I have scheduled a technician to come out to my house for 9/3/14, today, to resolve the issue but as of 2pm cst the technician has yet to arrive.

Regards,

Business

Response:

this should be resolved

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: 3/24/14-A Zito Media tech came to inspect an issue I had with poor signal. The tech determined that the buried line from their pedestal to my house was bad a required a new line. The tech rolled out 100 feed of new cable line on top of the ground and used four zip ties to secure it to the top of my neighbors chain-link fence. The new line fixed my issues and said he would put in a work order for my new line to be buried but if no one came to bury the line then I should call back to follow up.

4/2/14-A one-call had been placed because my electric line had been marked with flags and spray painted lines in my back yard.

April '14-June '14 - No one ever came to bury the line and I called numerous times to determine if someone was coming to bury the line. I was repeatedly told that a work order had been placed for the line to be buried and someone would call to schedule a time for someone to bury it. I asked many times to speak with a supervisor and was told many times that the supervisor would have to call me back. I never received a phone call from a supervisor or from anyone else to schedule a time to bury the line.

7/29/14-I called again to see when my cable line could be buried. The person told me again that a work order had been placed and someone would call with a time to bury the line. She gave me her extension number and told me that if no one called then I was to call her back and let her know.

7/30/14-I never received a phone call to bury the line. I called to speak with the rep who instructed me to call her back if no one called. I was then told that they could not transfer me to her because they are not allowed to transfer. I called back later that evening and for what ever reason a rep scheduled the line to be buried on 8/14/14 between 1:00 pm and 3:00 pm. I asked to speak to a supervisor and was told that they would call me back.

8/5/14-I called back to speak to a supervisor because I had not received a phone call from a supervisor. I was told they would call back.

8/6/14-I called back to speak to a supervisor because I had not received a phone call from a supervisor. I was told they would call back. Finally, after 4 months a supervisor by the name of Diane called me back. She informed me that the rep who scheduled the line to be buried on 8/14/14 was wrong and no one would be here on 8/14/14. Diane told me that in my area they contract out the work for lines to be buried and that they have no information on when that would be done. She said she could not give me the name or number of the contracted company, she would not contact them to find out when it would be done, and there was nothing she could do for me. Essentially, she and Zito Media are passing the buck saying that it's not their responsibility and there's nothing they can do to help get it buried or tell me when it will be done. After informing her that I was extremely disappointed for not receiving customer service she said that she would contact the supervisor in my area, Joe, and either Joe or Diane would personally give me a phone call to let me know if they could get more information.

8/13/14-Still no phone call from Diane or Joe, so I called to speak with either one of them. The rep told me that Diane was out and she would have her contact me.

8/14/14-Still no phone call from Diane or Joe, so I called to speak with either one of them. The rep told me that Diane was out and she would have her contact me. The rep, Chuck, that I spoke with told me that after looking at the call records and information on my account that no work order was placed for the line to be buried until 8/6/14. I had been told all this time that a work order had been placed and in fact it had not. The initial work was not done right away in April because the ground was too hard and apparently no one wrote it down, sent an email, or used one of the many technology enabled devices available in today's modern world to re-schedule it. Also, Zito Media continued to inform me that a work order had been placed when actually it had not until 8/6/14. Chuck told me more in 5 minutes than I had heard in almost 5 months. The best he could do was put in another work order which he said he did.

8/19/14-As of today I have still not heard from Diane or Joe.

My neighbor is upset that my cable line is tied to his fence and thinks I am not calling for it to get done when I have called numerous times since April. My neighbor is threatening to cut my line and turn me into the village where I live. My dogs have chewed on the line and I am concerned that they my get hurt and/or my signal my reduce because of this. I need a new line buried. I don't understand why they don't have a good enough relationship with the contract company to determine a time to get this done. At this rate they won't get it done before frost sets in this fall. I think it is completely inconsiderate and unprofessional for them to treat me like this for and extended period of time. There has been no customer service since 4/2/14 as far as I'm concerned. I have continually been told I would received phone calls and not receive them. There is no excuse for the lack of customer service or for my line not to be buried yet.Desired Settlement: I WANT A NEW LINE BURIED. The dogs chewed on the line that is tied to my neighbors fence, I need a new line buried. I think I should be reimbursed for the amount of time I have spent calling and calling.

Business

Response:

This line has been buried.

Review: In August of 2013, I contacted Zito Media regarding problems with my phone service. Phone calls were being dropped in the middle of a call, conversations were broken up so that neither party was able to hear one another rendering conversations incomprehensible. Since August, there have been many technicians sent to my home to repair the problem and no one can seem to figure out how to fix the problem. I have been through numerous Supervisors at the Zito Media head office that claim that there are programming glitches and have repaired the problem but the situation has never improved. In January of 2014, I had dealings with a Supervisor from Zito Media that claimed that she "fixed" the problem and instead of the problem being fixed so that I can use my home phone, she increased my bill. I have been a subscriber to the Zito Media phone/internet/cable package since its inception and the agreed upon rate was $100/ month for all 3 services.

I am now dealing with another Supervisor from Zito Media. She has had me writing down all the phone numbers that I call that I have problems with (which is all of them) and recording what the problem is. My last conversation with her was on February 14, 2014 when she assured me a call back on Monday, February 17, 2014 at approximately 5pm EST. At 9:10pm, I had not received a phone call back from Kim and so I called Zito Media. They are now sending out another technician to "repair" the problem on February 24, 2014. They have credited my account $20 for not being able to use their phone service. I, on numerous occasions, have requested a refund to my account for lack of ability to use their phone service and it has never been completed. Given that I have not been able to use their phone service since August of 2013, I have now paid Zito Media $140 for a service that I can not use and that seems they are unable to either repair or get to work adequately.Desired Settlement: At this time, I am requesting a refund of the full amount of $140 for the months that I have not been able to use their phone service, free phone service until the problem is solved, my monthly bill be returned back to the $100 package that was originally signed up for, as well as a fully functioning and operable phone service without dropped calls or interference during the phone calls (ie: broken conversations).

Business

Response:

There were some issues on the plant in this area. Those have been remedied and have held over the past several days. Customer was issued credit for the issues.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: 1) A technician was scheduled to be dispatched to my residence on February 24, 2014 - he arrived at 10am February 25, 2014. He tested the line, said it was fine and said that there was nothing more that he could do on this end. It was an issue that had to be dealt with in Coudersport. 2) No one from [redacted] office has called or followed up with me regarding the quality of the phone service to my home since the visit from said technician 3) the quality of phone service is still choppy and we can not use our home phone line because conversations can not be understood due to the severity of the disturbance 4) Although there was a $20 credit applied to my bill, I have been unable to use my home phone with any quality of service since August of 2013 which is now 8 months ago. I am still requesting the funds of $140 to be credited to my account for lack of service which has now persisted for 8 months.

Regards,

Business

Response:

Several calls have been made to the customer. They have gone to voice mail. Reports of the issue started at the beginning of January. It had been an issue with errors on the line, but those have been addressed now. There is not an issue in [redacted] now and there was not at the time of the service call. The tech was incorrect about his statement and that has been addressed with him.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: My phone still does not work properly. The problem has not been fixed. I have caller ID and they have not called (as can be proven through the use of caller ID). All records indicate, as I have gotten from Zito Media office, that the problem has occurred since August of 2013. My complaint has not changed. I can offer statements from people that I have been in contact with using the phone (both incoming and outgoing) and have used my phone to prove that the problem has not been adequately fixed or addressed. My complaint stands with request to have the problem fixed properly so that I can use my home phone, as well as a refund of all monies paid for said phone service.

Regards,

Review: BEEN WITHOUT SERVICE FOR 8 DAYS IN OUR AREA. NO ONE CAN GIVE US AN ESTIMATED TIME FOR SERVICE TO BE RESTOREDDesired Settlement: JUST WANT A STRAIGHT ANSWER WHEN SERVICE IN OUR AREA WILL BE RESTORED AND A DATE AND TIME.

Business

Response:

It will be 7/29

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: WE STILL HAVE NO CABLE SERVICE AS TO DATE.

Regards,

Business

Response:

this is now fixed

Review: We get our cable and internet through Zito Media. Have had several problems lately with the internet. Called about 3 weeks ago and they said they would send someone out. No one showed up. And when you do have an issue, they can't send a repairman out for 3-4 days. Called again on Wednesday, May 15th. The internet keeps dropping, we have to refresh pages 3-4 times before it will connect. The lady on the phone was very nice. Said that she could tell we were having problems by the read out she was getting at her computer. She said a repairman would not be able to be there until Monday from 1:00-3:00 and that we needed someone to be here at the home. Which we have done in the past. I called again on Thursday because it was worse. [redacted] had me to a connection test that took a while because it was hard for me to get a connection. He said, again, that someone will be out to talk to us on Monday. No one showed up. When I called at 7 I talked to [redacted] again and he said that the problem was resolved. I asked how, when no one came and that our internet was still a hit and miss? We haven't been able to consistently watch netflix or any videos on line for over a week without refreshing many times. He said the technician went to a pole and got a good read out. I tried to explain to him that the main cable pole is in our yard and no one showed up because I was in the yard the whole afternoon. He said their technician does not go to the house. So I asked then why do we need to be home at the specified time and that in the past they have always come to the house to take a look at all connections. He was very curt with me (I was not real happy either, we are very upset for paying for a service that does not work and not getting good customer service). When he continued to tell me that our internet problems were resolved and I couldn't get him to understand that they weren't I knew I was getting no where with him so I told him I would look around for a new service since Zito could not fix our problems , perhaps Windstream. That's when it got very unpleasant and he said he would just disconnect me right now over the phone. I said No because we did not want to go without any type of service. I then asked for a corporate number or address and he said there was none. That I could only call the number I just did and there were no managers, only him. I had to keep asking about corporate until he finally told me it was located in PA. I ended the conversation since it was hostile on both sides. I then called back and asked him to make a notation on our file that we would be contacting you, the Revdex.com. Then he came back and said he was actually trying to set up another work order for us when I was on the phone the first time with him. But he was not. I believe this was his way of trying to fix what had been said in the previous phone call. I let him set up another work order for tomorrow but will be most likely ending our services with them due to poor service repairs and customer service. We are very unhappy with this company and how they conduct their business. We have never been late on a payment for this internet service and would just like the same respect for when we have a problem. No one likes to wait 3-4 days for someone to come take a look at their problems.Desired Settlement: I would just hope that when a customer calls them with an issue that they believe them and actually send someone out to help them, but not make the customer wait days on end. And even when the customer is upset, the telephone rep must remain professional, no matter how hard that may be. Telling a customer that he will disconnect their services right now is not my idea of good service.

Business

Response:

No longer a customer of Zito Media

Review: since Dec-2013 We have not gone a week without the cable being off (not in service), Now it may come on for a couple of hours and then go's out again. The company tells me they are doing maintance on the lines and knows there is a problem. They have gave me credit on the acct for some of the time without service. I am not complaining about that, however it is very frustrating not to have cable service each day and then I have to call them and report service is out again everytime.Desired Settlement: I want good service and the cable to be fixed !! If lines need replaced or equipment then replace them. Tired of getting billed for service that only works a few hours each day and also tired of calling the company each day to report cable is off again.

Business

Response:

November 7, 2014To whom it may concern:This is in response to complaint# [redacted] which was filed by

[redacted] from [redacted], OH.Customer had reported issues with channel outs. This was a

head end issue. We have purchased new receivers to address issues. The customer

has been provided credit to offset down time. Sincerely,Zito Media

Review: last 3 months called complaining about low speed during evening hours between .5-2.5 . Told several different stories with out any results. No results continue to get the run around.Desired Settlement: to receive the service we pay for

Business

Response:

Speed issues can be caused by a number of items ranging from system issues to internal network issues and device limitations. In reviewing the performance metrics of the customer's modem it does not appear to be a system issue. Customer also seems to generate decent amount of usage (example - downloaded 26GB of data in 24 hours between 12/25-12/26). At that pace, customer would exceed acceptable usage cap for their level of service and be among the top 1% of users company wide. That type of usage cant usually be generated if customer was experiencing speed issues. Placed a $10 credit on account and will continue to check for system level issues.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:This issue as reported to zitomedia occurs mostly between 4pm and 11pm. I was told by zitomedia several times that it was an issue at their end. Everything on our end has been verified. In fact the last time I spoke with some one they had said they were waiting on a part. Imgood write a book for all the different stories I get every time I call. A technician was scheduled to come on dec 20th between 5-9 to check it out. . He was a no show no one called to say he was not coming there was no reason given and only that the next available technician was dec 31 we have been away on vacation so did not schedule. Zitomedia should have a long file stating all of this. The problem current download as of Jan at 7:51 is download 1.74Mbps upload .31

Review: I set up install on 9/21,was rescheduled w/o being told for 9/22. on 9/22 tech didnt come out.they rescheduled me for 9/28 they didnt come out. finally came out on 10/2,tech left 2 boxes not working. I was adv by tech he had set up a trouble ticket to get issue resolved. zito had no record of trouble ticket.a couple months later contacted them to come pick up boxes since not working was charged a fee for tech to come pick up equip that wasnt working when it was installed.service interupted due to nonpay due to being off work. paid bill in full on 2/21,was scheduled to have tech out 2/28 to restartcalled to let them know nothing they can do about it still do not have service on today 3/8/13. Every time I call Zito, the reps are very rude and if supervisor requested they will put you on a call back list and hang up the phone will not allow me to wait for sup.The service is very poor lines and digital breakup on the 2 tvs that are hard wired because the digital boxes wont work on the tv's im paying to have digital service on. and internet will not work at all.Desired Settlement: I feel like this company needs to change its policies regarding cable services and customer service. I work for a cable company not available in our area. We are never allowed to speak rudely to customers or certainly not to hang up on them. I would like my service to work since I am paying for them. And to stop charging me for their mistakes (broken boxes,unfinished work and a hole drilled in my wall to add cable line when cable line in the floor already)

Business

Response:

A service call had been completed on 3/6 but the customer was not home. The tech at the house confirmed that all signal levels to the ground block were in good shape. We suspect it is an in house wiring problem, but need the customer to be home to check the lines.

Once we have restored service we can provide a credit for lost service time.

Review: I cancelled my internet service July 2013. There was a $82.38 credit on my acct. In August I requested a refund of my credit and was told it would take 4-6 weeks for it to arrive. Finally on Oct 1,2013 I was notified that it had processed and sent out. It is now Nov 6th and I have not received a refund. I have called several times and each time I was asked to wait 2 weeks. I have been getting excuses and no offer to fix the issue. My acct# is [redacted]Desired Settlement: I am tired of waiting and wish my refund to be mailed to me plus interest for my wait

Business

Response:

check is being cut and sent out today

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Zito media is so bad please dont ever use this horrible company.

Review: Zito admits they owe me $102.32 because I over pd them. I have called and gone to their office in [redacted] KY but have not been pd. This issue has been going on over six months.Desired Settlement: I want $102.32

Business

Response:

November 4, 2014To whom it may concern:This is in response to complaint# [redacted] which was filed by

[redacted] from [redacted], KY.Customer was requesting his refund check to be sent as he had

paid more than what he used prior to disconnecting. His payment was reversed on

4/25/14 for $99.90 which was the amount that was due on the account. Sincerely,Zito Media

Review: After 3 moths of calling Zito media for support, The problem still exists.

I'm paying for 20 mbps internet speed, and during peek hours I'm at 1.5mbps. I understand that I should not expect full internet speed at peek hours. I was led to believe that internet speeds will vary, but I would never experience poor connection issues every day from 6-10p.m. I have called at least once a week for the last 3 months. They have told me, it's a problem on their end, and they cannot tell me how long it will take to fix it. It's like if I went to a store, bought a loaf of bread, the cashier removes all slices (minus the heals), and charges me full price. One representative attempted to resolve by leaving a message on my phone saying I should switch to the lower speed plan, then she said she was going to close my complaint file.Desired Settlement: I would like Zito to fix their problem. give the customers more of a timeline of when it will be repaired, and to adjust the bill to what I'm getting, which is less than what I'm paying for.

Business

Response:

I have reached out to this customer to advise we are working to resolve the issue. The account has been credited appropriately for the issues that the customer has experienced.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

While the customer is in the middle of downstream usage

levels in his area, we see the various calls about issues with speed. The issue

is circuit capacity. We are currently working with our provider to add capacity

to the circuit. The initial date for increased capacity is 3/27/13 but we are

working with the partner to expedite delivery of the increase.

My final message to Zito, to which they never responded (of course their terrible customer service would not): "The service that I have received from Zito Medea over the past year has been terribly frustrating. I was initially lured in by the large Mbps, but was immediately let down by the unreliability of those large numbers. For no apparent rhyme or reason, Zito's Internet service frequently slows to a grinding halt (approximately 70% of the time). It becomes so slow that even listening to internet radio becomes impossible, let alone run Netflix. A more detrimental consequence of Zito's spotty service has directly impacted my on-line schooling. In fact, I am currently unable to send this message right now because my web browser is unable to load a simple webpage. It disturbs me that I pay a premium (over double the price of Century Link’s service) for intermittent web access. It bothers me further, that I have been "renting" a modem that could end up costing me a fortune, if I remain with Zito. At the time that I initiated my service I was not made fully aware of the modem rental or the fact that my monthly payment would greatly increase after a length of time. I have contacted your office on numerous occasions (and endured your incredibly long wait times) over my year of service, but nothing has ever been done to remedy my situation. I even purchased a $200 modem to try and troubleshoot the issue from my end; I now believe that my new modem is as frustrated as I am. If there is nothing that can be done about your sporadic internet connectivity, July will by my FINAL month with Zito (I will cancel my service. I will not submit payment on 20 July 2015). At this point, I do not care if the Mbps are lower, as long as they are consistent. Please let me know if there is anything that you can do to relieve my internet woes. If not, I would like to say that it has been good to know you, but it certainly hasn't."

Review: I have had the cable off & on for over a year called them so many times and got no service this time I have called every day for 3 weeks have not got service I have paid them every month. I just tiring to get help. But they just over look the service I pay for.Desired Settlement: Fix the cable.

Business

Response:

issue has been resolved. credit was applied for time that service was out

Review: We requested to cancel the service back in February,due to a raise in charges that we were told about.

We had requested that the service be terminated in February due to a raise in the rates. I had called and asked why the rate went up and I was not told. They proceeded to tell me that when they bought out [redacted] cable that there were charges that we were not billed for previously and they just started adding it to the bill. I was not notified of the billing changes. I am an OTR Truck driver and they did not bother to call or email me about these changes and now they are trying to double bill me twice for one month when I had already requested the service be terminated.Desired Settlement: I do not want to have to pay the current bill and do not want it listed on my credit report.

Business

Response:

Customers bill increase was not double as indicated but an additional $12 for universal service fund and sales tax charges. This was announced in the previous month's bill as outlined by the franchise agreements. This was explained to the customer in February. At that time, customer indicated that they would cancel, but couldnt schedule a date for equipment pickup indicating they would call back after speaking with the housekeeper. The return call did not happen until March. At that time services were terminated. Since services were provided through this time, the customer is responsible for this balance.

Review: After canceling service because I was moving to another state. Zito media claimed that I had one of their modems and charged me for it.

This modem has been owned by me for over 3 years and I brought it over from my previous service provider whom I bought it for.Desired Settlement: I would like the charge of 52.80 refunded.

Business

Response:

provide documentation of the purchase and we can reverse the charge

Review: To Whom It May Concern:

Subject: Complaint submission and refund request

I have been a customer of Zito Media (home internet via cable) for three months now. My monthly payment is $28.27. During the past month, the internet service has been almost nonexistent, and the customer service has been extremely poor. I cannot seem to get any answers from customer service as to when the internet will be working or reliable again. Every time I call, I am told “The problem should be fixed tomorrow” or “The problem should be fixed in a couple of days.” As you can see, there have been long periods of time that I have not had internet service. The problem still has not been resolved, and during the short periods of time that I do have internet service, it is unreasonably slow most of the time, and it is highly unreliable. During this period of time, I have been paying for internet service and receiving poor and sometimes rude customer service and unusable; unreliable; and most of the time, no internet service. On days when the internet was down, this was for a considerable amount of time (most of the day), and during most of the time that the internet was connected, it was so slow that it was almost impossible to load any website successfully. I have been told by customer service that my internet has only been “reported” a couple of times to have an outage, and that they will not give me a credit for days when the internet was out for less than 24 hours. I was also told by customer service that they made internet service available in this area prematurely, and that after making service available, they realized that the wiring was outdated, so they are in the process of rewiring everything. I have had nothing but outages for the past month, and it is not fair to expect me to pay for a service that I am not receiving. During this time, I have been doing my best to take online courses in order to renew my special education teaching certification in the state of Alabama. I have also directed a Christmas play wherein I needed to use the internet to access the music for the drama. Not only did I receive lots of empty promises, putting it off until tomorrow or even the next couple of days, but I had to take my computer to someone else’s house to do my work. This has been a huge inconvenience because I am unable to drive due to a visual impairment. Not only that, but it is also very embarrassing to have to invite myself to someone else’s house to do my work, not to mention transportation to and from. The problem is definitely not my computer, because when I used a different internet service at someone else’s home, my computer did an excellent job loading webpages at extremely fast speeds. However, the internet service with Zito Media has been very disappointing and frustrating. Below is a list of the outages within the past 30 days.

Internet Outages

• December 14th-17th (My modem showed that I had internet service, but it was so slow that I couldn’t even load a google search).

• December 18th 12:46pm (Internet outage)

• December 18th 5:09pm (internet still out)

• December 19th 8:42am (internet still out)

• December 19th 12:49pm (Internet still out, Technician came but couldn’t fix the problem. He said that another technician would come out tomorrow to fix it. However, the problem never got resolved.)

• December 20th 4:23pm (internet still out, call was disconnected) called again at 4:28pm

• December 27th 4:04pm (submitted complaint, I have had no internet service since December 18th)

• December 28th 9:10am (Internet came back on for a short while, but went back out again the same day.)

• December 29th (Internet outage for most of the day)

• December 30th 2:29pm (another internet outage, most of the day)

• December 31st – January 3rd (Modem showed that I had internet service, but it was too slow to load any websites)

• January 4th 1:12pm (another internet outage, call was disconnected) called again at 1:13pm

• January 8th 4:05pm (internet came back on for a few days, but went back out again on the 8th)

• January 9th 12:17pm (Internet came back on in the evening of January 8th, but went back out again in the morning on January 9th. I was told by the customer service rep that “The problem should be fixed today.”)

• January 9th 4:45pm (Internet is still out. Customer service rep requested clearance to get maintenance to escalate the work order, and stated that “Hopefully it will be back up by tonight.”)

• January 10th 8:10am (Internet is still out. Customer service rep said “There is a maintenance order out for this address. Unfortunately, with a maintenance order, I cannot give an estimated time frame as to when it will be fixed.” Manager was not available, but the representative said that a manager would call me back).

• January 10th 3:20pm (Internet is still out. No manager has attempted to contact me. Customer service rep said that she would send a second email to management for them to contact me, and that she has escalated the maintenance order. She said that all of the previous orders have been regular technicians, but today they have a maintenance technician coming to fix the problem. She stated “This issue WILL be resolved today.” The issue was never resolved.)

• January 10th 10:10pm (Returned from using someone else’s internet service, which worked perfectly and very quickly on my computer. Zito Media modem showed that I have internet service, but the service is too slow to load any websites. Tried to load www.google.com several times. I even waited 10 minutes, the page still wouldn’t load. I still haven’t received a call from management. Management has gone home for the night. I asked Peter, the customer service representative, to please send a third attempt email to have management call me back, and put “urgent” on it. He said that he had done so.)

• January 11th 9:15am manager called and asked for more time to fix the situation. I explained that I would like to cancel my service, and stop billing effective December 14th, because I have had such a bad experience with Zito Media and would rather go with a company who would treat me as a valued customer. She stated that it would only be possible to stop the billing at December 18th, because this was when I first called in regarding the issue. I explained to her that on December 14th-December 17th the lights on my modem were on, but the internet service was so slow that I couldn’t even load a google search. I thought something was wrong with my computer, until I used a friend’s internet service and my computer worked perfectly. This is why I didn’t call them until the 18th. I told her that it would be unfair to expect me to pay for service on December 14th-December 18th, because it was unusable. She said that if there were to be a refund, it would only be for two days, and it would take 8-10 weeks to process.Desired Settlement: My request is as follows:

1. I ask that Zito Media issue a refund to me in the amount of $6.38 for the internet service that I have paid for in advance, all related taxes and fees, and modem lease for the days that I have had unusable, unreliable, and no internet service (December 14, 2013 until December 20th, seven days).

2. I also ask that Zito Media cancel my final bill in the amount of $28.27 (This includes internet service, all related taxes and fees, and modem lease for December 21, 2013 until January 20, 2014.) as the internet service was nonexistent from December 21, 2013 until January 12, 2014, and I have cancelled my service with them effective January 13, 2014.

I could ask for more, due to the embarrassment, frustration, and inconvenience that this has caused, but I believe that my request is reasonable and more than fair. I certainly appreciate your assistance in this matter.

Thanks so much,

Amy Abbott

Business

Response:

This has been addressed. Returns can take up to 30 days to be processed, but there is no charge left for the customer.

Review: I cancelled service with Zito on August 30 or 31 and they withdrew money on September 10 for Septembers cable that I had cancelled already. It is now December 5 and still have not received the money back yet. My husband and I have called in about 20 times and no one seems to know why we can't get our money back it is always it takes time to process. I asked to talk to the president of the company and she told me there isn't one.Desired Settlement: I wish to get the money that is owed to me and I think some free cable for a few months is not too much to ask because I have waited so long and spent my time waiting on hold for answers. They expect me to pay them every month and they can't seem to get my money to me.