ComplaintsforAstound Broadband powered by Wave

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Astound broadband/WAVE G offered me $30/month inclusive of fees and taxes for 24 months beginning october 2023 and ending october 2025. As of this october they have claimed that the promotion ended and that my amount owed will now be $40. Despite providing all screenshots of the conversation from last september where an offer and acceptance was made (two parts of a contract) they are now in violation of said contract and will not adjust my account nor place credits to compensate.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 5, 2024 I contacted Astound Powered by Wave Broadband to ask how I could lower my bill. I was connected to a customer service ***resentative who proposed some options. I asked about charges on my bill including one that was vaguely labeled as Enhanced Whole Home WiFi. The service *** said it was for equipment that I was renting from Astound. I immediately told the ***resentative that I had bought my own router shortly after starting service with Astound and returned their equipment in January 2023. The *** put me on hold and looked into this and said Astound had noted that I had returned the equipment in January 2023 but had continued to fraudulently charge me for equipment that I had returned. I was shocked and requested to be refunded the nearly $300 that Astound had taken me from January 2023 to September 2024. The *** told me the most they could refund was 30 days. I requested to speak to a supervisor. After several minutes on hold, I was connected with a supervisor who was immediately caustic. She kept saying company policy only permitted her to refund 30 days. I kept pressing and she finally said she could refund 60 days (I guess 30 days wasnt really company policy). I told her this was unacceptable as this corporation had stolen money from me for nearly 2 years. She kept insisting that 60 days was the most she could do and that at the end of the day it was my responsibility to review the bill monthly to review my charges. How am I supposed to realize I am being fraudulently charged for equipment I returned and Astound has record of me returning when it is misleadingly labeled as Enhanced Whole Home WiFi? How is anyone supposed to know that Enhanced Whole Home WiFi refers to equipment. Also, during the call with the supervisor my internet connection was cut and my girlfriend who works from home was unable to work. WiFi was coincidentally restored when I brought it up to the supervisor.

  Customer response

  10/18/2024

  Good morning this was resolved. 
  
  
  Sincerely, 
  **** ******
  

  
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I want to preface this by saying that every other interaction I've had with Wave Broadband by Astound has been fantastic. Been a customer for seven years through two apartments and have had nothing but good things to say about the service. Would still be a customer if my new address was supported.That said...after I moved, I discovered the fact that Wave no longer prorates service when you cancel. Which was a surprise to me, as that hadn't been the case when I'd last moved and canceled my service at my old address so I could start it up at my new one.I understand that I cancelled on the 9th and the monthly billing cycle started on the 4th, and I understand that these are Astound's terms that have been presumably been communicated to me at some point, but I'm still disappointed that instead of doing what I consider to be the logical thing and only charging me for the service that I actually used I am instead being charged $97.93 for five days of service, entirely due to me not keeping up on the internal rules for how Astound's billing cycle works. I haven't been in that apartment since the 8th of the month, there's no possible way I could have taken advantage of the remaining month of service.This is just...disappointing, to be honest. Over the last seven years I've recommended Wave to everyone who's asked me about internet in *******, extolled the uptime and the great service, and now here at the end I find that I'm going to have to qualify that in the future--"Great connectivity, but they don't prorate the month when you cancel, so be careful." I don't know if a BBB complaint will actually change anything, but either way it makes me sad that my last interaction with the company is something negative rather than the regretful goodbye that it had been up to this point. This really shouldn't be the policy, and it's annoying that it was changed right before I had to cancel my service.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The internet provider does not pro-rate their price when you cancel their services. They will only cancel services on the end of your billing cycle. So if my billing cycle ends in the middle of a month, but I want to cancel services at the end of the month, then I must pay a full month of service. I am only using the service for 2 weeks of the month, but they charge the full month's price. For other industries, this might seem reasonable. But this is an internet provider, who literally presses a button from their office to turn off service. There is no labor involved, no scheduling involved. It's just a simple click of a button to turn off service. There is no reason why they can't do it in the middle of a month and pro-rate the services rendered - like any other utility company (electric, gas, etc). They do technically write this practice in their terms of service (though not communicated until I tried to cancel), but having it written in the terms of service doesn't mean it is permissible. This is shady business practice and should not be tolerated.

  Business response

  10/08/2024

  The Executive Resolution and Regulatory Teams reviewed your concerns and emailed with Astound Legal Counsel who advised that the Company had reviewed applicable law carefully before implementing the change in policy to bill for full cycles, and not provide prorated refunds.  There is no applicable permissive statute, nor is one required - the service is billed for in monthly increments, as previously communicated to customers.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wave/Astound STILL owes me a partial refund for past claim that I never got, but this isn't about that. This is about the fact they continue to inundate me with junk mailers, despite me requesting to remove my address from their mailing list. They say online you need to call to remove yourself, which is just ridiculous to make you waste your time and sit on hold. Their customer service **** intention is to keep you on the phone longer, and I will not give this company any more of my time. This company is a **** and I have no desire to ever do business with them. I do not consent to receiving their mail.

  Business response

  09/30/2024

  The customer has been removed from all marketing. This could take up to 8 weeks to stop mailings. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In 2021 in August, I moved from a 5th floor apartment to a 6th floor apartment. I called all my creditors to have all my services transferred from the 5th floor apartment to the 6th floor apartment. The electric company, my insurance company, my banking information that I had at the time, ******, ***, etc. to make sure that there wasn&#**;t any stop of service in any of my creditors&#**; accounts. ********************** also was called because I needed to have my internet service transferred from one apartment to the next apartment. They had someone come out, install my box into my new apartment, had my services turned on. But for some reason, my services in my old apartment was never turned off. I have been paying for internet services for 2 apartments for the last three years. An apartment that I no longer live in, I am not affiliated with anybody who lived in that old apartment, and there have been 2 different parties that have lived in my old apartment since I moved out of there. A few months ago, about 4 or 5 months ago, my social security disability debit card expired, and they processed me a new card once my account was reviewed and that I was going to be continuing on my disability claim. At that point in time, I had gotten a email from H343238363530**363632H saying that I had a past due amount on my account. I called ******************** to find out what this was about because I had gotten a email a week prior saying that payment was successful. When the agent from H3233373634**383838H looked into the discrepancy of the emails, he told me that he found out that I had 2 internet service accounts. I said, I have no idea what he was talking about. The old service apparently was never turned off. He looked on his computer and saw all the double charges that I had been paying since August of 2021. The total that he had given me that I had paid for that old apartment was $2,696.57. I didn&#**;t authorize H3233373634**383838H not to close out my previous account. The agent went to speak to another supervisor and his explanation, well his excuse for the whole thing happening, is that it&#**;s my fault because I didn&#**;t read my statements. I explained to him that I am legally blind and it hurts my eyes to read small letter print. That is why I didn&#**;t read any of my statements. I told him I called all my creditors to have all my services transferred. Everybody else did their job and did what they were told to do. He said that it&#**;s my fault, I should&#**;ve caught it three years ago. Then he wanted to proceed to say that we can only go back 6 months, and that he would give me a gift certificate or credit on my account. I responded that I did not pay you any gift certificate, I paid you in cash, I want my money put back on my credit card. He said that it&#**;s not possible, because the credit card is no longer active. But my credit card company said that they can do a force charge onto the new credit card, if they pay me back. This company, H343238363530**363632H, should not be allowed to get away with taking advantage of a disabled person and charging them for something, a service, that they did not use. They didn&#**;t expend any energy for that old apartment and the so-called service that they said they provided. They were paid for that service when I first moved into that building. They didn&#**;t come out and do anything to my old apartment when I moved out. They didn&#**;t provide any new services during that whole time that I was not living there. So they were basically paid for nothing. They didn&#**;t lose any money. They can&#**;t say that they lost money for something that wasn&#**;t used. I have medical documentation from my doctor about the condition of my eyesight for the last few years also as evidence.

  Customer response

  09/23/2024

  Yes, I received a Debt Card from Astound Broadband. The amount was for $364.44, The amount I think is for 4 months worth of charges. I believe this was something that they were planning before I file a complaint with The Better Business Bureau. I had had conversations with different people at different times, and one of the last supervisors (Rich * I believe was his name) didn't seem to show much care, saying it was all my fault for not viewing statements (disregarding my vision issues). At one point I asked him if he was listening to me, because he wasn't saying anything, just typing, he said he was listening, he was just setting up my refund, or something to that effect. This was in reference to him earlier in my dispute with him saying he could only go back 4 months and give me a gift card or credit, which I rejected.  But it seems he went ahead and sent it anyways.   I also had told him I wanted my money put back on my card where they took it from, not in credit, not in a gift card. He said that they can't do that because the card isn't active any longer. My Social Security Card holder says that they could do a force refund on the new undated card. I called them to let them know that I am not accepting this Debit Gift Card.  I also called my ***** Security Card holder, who is investigating This dispute, to make them aware that this gift card was sent and I reject it as compensation for all the many months (3yrs) money was taking out of my card for a account they :  1) didn't close down  2)no one used any services during that time  3) no new services and/or maintenance were provided.  Just the basic install of service when I first signed up with them back in 2018, and they were paid for that then. I have also contacted The *** and *************************** as well the let them as well, as I have contacted them in regards to this Dispute and my rejection of this gift card. Compensation in the full amount of money taking from Social Security Card is the only outcome acceptable to me. And that amount put back on my new card.  

   

  ***** Daniel ******************

  Customer response

  10/08/2024

   
  Complaint: 22278017
  

  I am sending this email to ****** *. or to whomever is still involved in working on my dispute case against Astound Broadband. 

  Last Thursday ( October 5^th 2024 ) , I sent a email message out to ****************************** The *********************************

  And my credit card company ( Direct Express ) with the above document attached to the email. 

  I didn't send the same message your way because I received a message from you saying that your were closing my case because of lack of 

  response from Astound Broadband.

  The above document is further proof of Astound Broadband's lack of duty and customer service in my case. 

  The document above has the date I returned the equipment, The serial number of the returned equipment, 

  and the tech number of the tech on it.

  I have closed my account with ********************** and have no outstanding balances, at lease on my end!!! 

   

  Again, my case is regarding the fact that Astound Broadband never shut off service in my old apartment #*** over three years ago in August 2021; they set up new service in my new apartment #*** ( same building, just a different floor ). I returned the equipment from the previous

  Apartment,  and they never shut down that account.

   

  In all the times, and all the different people I've argued with at Astound Broadband on the phone about this dispute, the people in their customer service department or upper management; not one person ever mentioned that this information is something there on my account. 

  NOT A SINGLE PERSON!!!

  THEIVES AND FRAUDS!!! 

   

  THIS WILL NOT BE RESOLVED TILL I'M REFUNDED THE FULL AMOUNT OF MONEY THEY TOOK FROM MY CREDIT CARD.

  NOT IN A GIFT CARD EITHER!!!

   

  MY CREDIT CARD COMPANY SAID THEY CAN HAVE THE FUNDS PUT ON MY NEW CREDIT CARD.  

   

  ALL CREDIT CARDS HAVE EXPIRATION DATES,  SAYING THAT FUNDS HAVE TO GO BACK ON THE CARD THEY WERE TAKEN FROM IS A BULL CRAP

  CUSTOMER SERVICE LINE TO KEEP MONEY THEY STOLE!!!

   AND TRYING TO USE ANYONE'S DISABILITY AGAINST THEM IS DISGUSTING CUSTOMER SERVICE!!!

  .....Not the end.

   

  ***** Daniel ************************

  Business response

  10/08/2024

  The executive resolution department is working on a resolution. By the end of the week we will have a resolution for the customer 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Astound has unilaterally changed the terms and conditions to charge for the complete billing cycle and charge for the period when the customer is not using their service. I had ordered a disconnection of service effective 5th Sep and was told i will still need to pay for the period of 5th Sep to 28th Sep as they only follow billing cycle based disconnection policy. This is illegal and unauthorized charges especially for a period when their services are neither in use nor authorized to be charged to the mode of payment.

  Business response

  09/25/2024

   The Executive Resolution and Regulatory Teams reviewed your concerns and emailed with Astound Legal Counsel who advised that the Company had reviewed applicable law carefully before implementing the change in policy to bill for full cycles, and not provide prorated refunds.  There is no applicable permissive statute, nor is one required - the service is billed for in monthly increments, as previously communicated to customers.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of conversation: 9/4/24 I spoke online with Astound (Wave) Broadband ***************** First conversation was with ******, the second time with ********. I was trying to schedule a termination of service date for 9/15/24 (or the following Monday 6/16/24) as we have sold our house and will be moving. Both people told me due to a change in terms of service that it's not possible, it has to be at the end of a billing cycle which would be either 9/5/24 or 10/5/24. I told them I need internet until 9/15/24 for work purposes and they said fine, they would schedule for 10/5/24. I said I don't want to pay for essentially 3 weeks of service I can't use because I will have moved but they said that is just how it works due to terms of service, they can't do a different date. I asked to speak to a supervisor multiple times and was denied, saying one is unavailable. I told them I would wait until one was available but if this matter wasn't resolved I would have to escalate to BBB. Almost immediately after, my internet cut out and I lost access to the chat for several minutes. When it reconnected, the chat had been discontinued. I started a new chat asking to speak to a supervisor immediately several times but was denied. I restated the information from before and was told the same thing. HOWEVER, their terms listed on their website (seen in attachment) clearly state a customer can terminate service at any time. I told them it is unethical if not fruadulent to force customers to pay for almost a month of service that they can't use by refusing a termination date and prorating services, even larger internet carriers like ******* and ******* don't do that. They refused, again citing their policy change on termination, but what they cited is not what is clearly reflected on their website terms and conditions. ****************************************************************************** ended up terminating services immediately rather than paying $100 for a month of services I can't use.

  Business response

  09/25/2024

   The Executive Resolution and Regulatory Teams reviewed your concerns and emailed with Astound Legal Counsel who advised that the Company had reviewed applicable law carefully before implementing the change in policy to bill for full cycles, and not provide prorated refunds.  There is no applicable permissive statute, nor is one required - the service is billed for in monthly increments, as previously communicated to customers. Here is where terms and conditions for internet are displayed ******************************************************************************************** Customers that subscribe only to ********************* ****************: Astound provides the Service to Customers that only subscribe to the **************** on a monthly subscription basis. In this case, Customers monthly service period begins on the first day following your commencement of Service date and the Service subscription automatically renews thereafter on a monthly basis beginning on the first day of the next billing period assigned to you until you cancel the Service. You are responsible for the full monthly charge (without pro-ration) for the Service, even if you terminate the Service prior to the end of the monthly service period. If you terminate the Service prior to the end of the monthly service period, such termination shall be effective at the end of the then-current monthly service period. You will continue to have access to the Service at the account location through the end of the then-current monthly service period.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 2024, an agent got me a 24 months promo (please see attachments). But on August 2024, my promo was taken off without any notification whatsoever. I chatted with another agent on Aug 29, 2024, that agent claimed that promo is off my account and nothing they can do about it.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint about Astound Broadband powered by Wave involves repeated service and notification issues. Specifically, in the last 45 days, I have incurred three service outages varying between 3 to 18 hours. In all three cases, I received no notification that service was down. In response to my calls, I did receive a voice mail when service was finally up again.I called repeatedly because the response I got was that no one would be available until service was reestablished.Since this company has a monopoly on broadband at my location, I encourage the BBB to support competitors in our area.

  Business response

  09/05/2024

  We do apologize for the inconveniences the outages caused. We did send a letter out explaining the outages and credits were applied to the account.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩