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:09/06/2022

  Type:Product 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.

  Surfbroadband purchased an internet company I was purchasing my internet needs through. I live in a rural area with trees that can obstruct the signal if weather gets bad. I called to see about the option of increasing my speeds to possibly stream. The customer service was very helpful. Taking my bill from $40 unlimited to $79 with some caps. I never reached due to the fact I never could stream because apparently if alot if user are on it slows the service. So I used it when I could. Mostly on my phone. In approximately June 2020 I had seen a tech at a local gas station ask him about why my service so spotty and could it be fixed. He suggested upgrading my wireless router because they were doing updates to the service. I did this not once but twice. I purchased the nesting wireless routers as suggested when I hooked them up I seemed to get internet only in the back of my house. I would ask why they said maybe I needed stronger routers. Finally in Aug 2023 I called and got transferred to a tech on the phone he ran a check. Said my signal was bouncing all-over he had never seen anything like this. He would send a field tech out it would be 5 days. So the field tech comes and was here for 3 hrs. Frustrated he comes in to tell us our system was not compatible with their system they updated 2 yrs ago. And the wires were rusted off the satellite. We would hear from his boss to refund 2 yrs. Back to us. Because we cant get their service due the trees. They refuse to return my $79 for the 24/30 months I was not compatible with their new system. They claim it trickle in here and there and that I didn't complain. Which I did. But gave up when no one could help. I just want refunded for services non rendered. When it was bad service 3 other providers tried and couldn't get service here. I have hughsnet. A different kind of internet. I believe I should get refunded.

  

  Business Response

  Date: 11/08/2024

  It doesn't look like she is still a customer. Last year, we switched to a new customer management system. If she was still an active customer, or if she had canceled service after we switched systems, I would be able to find her account along with any notes about service, communications between her and our customer care team, etc. Unfortunately, since I am unable to locate a record for her, she likely canceled service prior to that switch, and I no longer have access to the old system. 
  
  Additionally, I checked our CRM database to see if she is listed as a contact, and I was able to find her there. This would log any email communications between her and Surf if she had responded to any emails sent and managed from that system. Unfortunately, there are only two activity entries listed and they are both showing emails we sent to her but no responses. 
  
  I was not able to determine if her request for a refund had been fulfilled or if the matter was resolved. 
  
  Kind Regards,
  *****
  

  
  

  

  Business Response

  Date: 11/19/2024

  We sincerely apologize that this complaint was overlooked and not addressed much sooner. It is always our goal to provide the best customer experience and service possible, and we fell short in this case. Unfortunately, Ms. ****** is no longer a Surf Internet customer. After some investigating, I was unable to find any information on what resolution, if any, we came to with regard to fixing her service and/or providing a refund. We changed customer databases last year, and it looks like she possibly canceled service prior to that switch. At this time, I no longer have access to the old database and any notes that may have been on her account regarding service issues or communication with our customer care team.

  Customer Answer

  Date: 11/19/2024

  They company supervisor told me I was getting a refund. And norbwould they help me make sure I have internet. They couldn't provide it for me I was out their service area and when I responded with that fact that took my money and the tech call him. Because the tech was new. He told the supervisor with me and my husband standing their not to tell us. The equipment was rusted and faulty.  Everything they came out they blamed it on the wind and trees in the area. The techs over the phone would run a test and said their end should it was working fine. I believe that I should be owed at the minimum 12 months of my payments of $85 a month back. Since they didn't resolve the issue nor did they refund me. 
  I had no choice but to find a new provider. 
  I don't believe the was i treated was professional at all. 
  ******** ******
  ****************
  Malden IL 61337
  

  
  

  

  Business Response

  Date: 11/26/2024

  ********, we thank you for your patience as we've been investigating this issue. We apologize for the back and forth regarding this matter. Our ************* Manager will be reaching out to you today (Tuesday, November 26, 2024) so we can get this resolved.

  Customer Answer

  Date: 11/26/2024

  Thank you for all your hoard work on this. I have recieved a letter along with a phone call apologizing for this and the length of time it has taken. Wouldn't kindly update my complaint to a satisfactory out come. And the new customer service representative is extremely helpful.  
  Thank you again. 
  ******** ******
  

  
  

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Surf broadband is putting underground wires in all over the community. When they came to our neighborhood they damaged a sprinkler line in our yard. They were not installing for our connection, we do not use them for service. I have called, emailed and filed a claim to be Reimbursed multiple times over the past few months since April. I have not been able to talk to anyone beside the operator on their end that is unable to do anything but transfer me to a voicemail that is never returned.

  

  Business Response

  Date: 08/08/2022

  Good morning. 

  Our Surf escalation team researched the inquiry for:

  *************************************
  56773
  *******, ** 46516
  Daytime Phone: **************
  E-mail: *************************

  We received an invoice for yard restoration reimbursement in the amount of $430 for the address provided by *************************************. That invoice is now submitted to Surf Internet's third party construction partner for receipt and payment directly to the owner of the property listed above. Property owner listed above was contacted directly via Surf Internet's escalation team at 10:40am 8/8/22 to share the status of the inquiry and reimbursement.