Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  07/31/2023 called at 8 am Arizona time to cancel service, i called billing because when you want something done like cancel you call billing, they sent me to sales. i got the following message: you have contacted our office out side of business hours, our business hours are Monday- Friday 8 am to 5 pm mountain standard time. 8 am Arizona time is 9 am mountain standard time i called sales around 8 :30 am Arizona time received the same message, now it would be 9:30 am mountain standard time. i called again at 9 am Arizona time which would be 10 am mountain standard time it is Monday July 31/2023 the calls were well within business hours but no one there to pick up the call i send an email service is suppose to be cancelled other consumers should be warned this is a fraudulent company

  Business Response

  Date: 08/01/2023

  Customer successfully cancelled service with us yesterday at 11am local time. 

  Customer Answer

  Date: 08/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20400473, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Marcella Wilson
  
   
  

• Initial Complaint

  Date:07/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  for the last 17 days ( june 29,2023 approximately) until present i have had intermittent internet. I have tried and tried and tried to get customer service through email. it took them several days to reply and they just said call. i will not call for the following reasons 1. i cannot hear well on my phone 2. i am bipolar and calling over issues s a huge trigger 3. i want a record of everything said or not said everything done or not done I have explained this over and over and over and over and my internet is worse and worse and worse this comment has taken me 15 minutes due to disconnection of internet

  Business Response

  Date: 07/17/2023

  As of this morning (July 17th), the issues related to this customer's service have been fixed. There were larger network issues that required us to replace equipment in the field. The customer has been notified and a month's worth of credits has been applied to their account.

  As a note, due to the fact that this customer refused to troubleshoot with us, we were unable to determine the root cause of the issue hence the reason for the extended timelines to resolution. She was also extremely belligerent via email to our support advisors which is 100% unacceptable. 

  Moving forward, please feel free to reach out to myself, ***** ******* ******************), for any complaints. Since SimplyBits has been acquired by Ting, all of these types of complaints can be directed my way. Thanks for your assistance with this. 

  Customer Answer

  Date: 07/21/2023

   I did NOT refuse to trouble shoot i refused to call

  i wanted it all in email so i had logs of it

  i do not have any recourse on a phone call and i told them that  multiple times

  they were rude and refused to communicate through email

  i do not accept their response

  the issue was fixed but not on july 7

  i had 18 days of no service

   

  they did adjust the bill but then billed me anyway

  i had to get the email where the credit was due

  hence the email logs were needed that is all the proof i needed that i require logs to communicate with them

  shameful

  Business Response

  Date: 07/24/2023

  Customer was credited for their July bill and this was emailed to them as per their request. Since they were invoiced before the credit was sent through they would have received an invoice first and then a follow up email outlining the credit being applied. All of this was handled via email as per their request. A second invoice with the updated info was also sent to her. I have included both the credit and the updated invoice here for reference. 

  Customer Answer

  Date: 08/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Marcella Wilson