Complaints

• Initial Complaint

  22/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been getting 1/10th of the advertised 1g download/upload for over 2 weeks now. I spoke with a rep on the phone 12 days ago and they said there were problems in ********. what issue is so massive its taken close to a month to fix? there is no way for me to get information from this company outside of having a ******** or calling them. I am beginning to get the feeling they signed up way too many people in my area and now customers are dealing with the consequences of surfs decision.

• Initial Complaint

  24/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My mother needs to have her equipment returned after canceling her account with ********************** due to her move away from the city. She was told when she signed up for service she could drop it off at Surf's ******** office where she picked it up. With that location now closed, I would very much appreciate an opportunity to drop off the equipment at the *********** warehouse (I offered to be available on the sporadic days this location is staffed) if Surf will not provide a prepaid shipping label. Shipping is very expensive, and this was not a cost advertised when my mother signed up for this service. Unfortunately, Surf continues to demand that we ship the equipment to them at our cost.I sent my request using their website contact form around May 5 but received no response. I sent two emails to ***************************** (listed on their website), dated May 10 and May 16 but have received no response. I also tried resolving over the phone, but the customer service representatives are not able to make any adjustments to the policy. I spoke to representatives on Apr 29, May 1, May 18, and May 23. On May 18 I was promised a call back from a manager within 24 hours. On May 23 I was promised a call back from a manager, but was told they would not make any changes, and would not provide an estimate for when I could expect a call back.

  Customer response

  24/05/2023

  Thank you for your prompt response. Please see attached ***** of ******** form.

  Business response

  24/05/2023

  Dear *******,

  You do not have to return the router, you can keep it. The account is already closed and there is no money owing.

  Also the customer did not pickup from our office, we always charge shipping fees, we never give out free shipping labels. This is the transaction:

  **** ********** *********** ***************** ******** ******** ************ ********************************************** ********* ****** ****************************** *************** ******** ** ************ ************* ********** **** ********** *********** ***************** ******** ******** ************ ********************************************** ********* ****** ****************************** *************** ******** ** ************ *********** *** *** *** ******** ** ****** **** *** ******* ** *** **** ** **** *** ******** ***** ***** ****
  

  Customer response

  25/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  That being said, my satisfaction relies on the business acknowledging the equipment includes a modem AND router.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  18/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account with Surf Media for a while now & my billing date is the 27th to the 27th of each month. On April/2022, notice a sudden change that they were billing me now for 20 day and then I saw 17 days. Called & spoke first with one employees to ask why they have all of sudden changed my billing dates & saying I have late payment? Asked what is going on? Asked her, she said it was automatic email. I said no, someone changed the billing date & why? She said she would get the billing date changed back to the original. Called back about a week later & another employee said they changed it as payment is due in 21 days. Informed him that this is not legal & that to put it back as have a legal oral & written contract from them & bill. They changed nothing, I called to speak to the manager and she has still not returned my call in weeks. They disrupted my services & sent me a warning letter of disruption, thinking, what for I have not had any outstanding with them. Later got an email saying that it is because my payments get to them in 7 days. Informed them, I was an A/P before, that it is either their system or their bank to check. I also checked my bank & they said online is received immediately or 2-3 business days. I use to pay at the bank & I would receive billing that they received payment & amount of next bill. Now I pay on line, there is no way that they receive payment after 7 days. Asked them what is the change all of sudden since April/22, that there is no company that bills a monthly in 21 or 17 days, & my bank statement shows payment sent so need to check with their bank/banking system, that their system has nothing to do with my payments. I have sent payment from 18-27th prior to this & they have received, so why all of this now? And I said when my last payment was sent on the 22nd, and in 3 business days, they should of receive already when they sent me the email and also another bill saying the 27th & late fees to be added. ******* ******** **** *** ** ***

  Business response

  18/07/2022

  Dear Customer,

   

  The system changed to make all invoices due after 21 days from the day they are generated.

  For example: Lets say your billing period is the 3rd of each month. The due date is 24th of each month. The reason we made the due date 21 days from the date the invoice is generated to protect customers and avoid any late fees. The late fees will not be added unless there is no payment day after 1 month. So making the due date after 21 days, allows for customers to pay before the month pass by. If the system sees an outstanding amount from previous month when generating the new invoice for the following month, it will add late fees.

   

  Hope this helps explain the reasoning.

   

  thank you,

   

  Customer response

  20/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  It is not what they sent me or they are doing. They keep sending me emails to pay at 21 days and so called friendly reminders that my bill is due
  on 3days, that was on the 17th. Also, the recent bill has fees on it and that I usually pay extra
  They are able to change the billing date back to the 26th or 27th as they did it after I said to change it back as it was, then they added it is overdue and charges 
  Also, last month the disrupted my service and I had no other months owing to them
  I want then to change back my bill date to the 27th, I do not need their reminders as I have been with them since around 2016 and no such problem before. Looks like they had 
  a change in management and location. Also, if this was so simple as not wanting customers to have a late fee, why send anything about our service will be disrupted? and also, that the manager has not called once to inform of this situation. No business makes their customer pay 21 days for a monthly service. ** ***** **** **** *** ******* ****** ** *** ** **** *** **** ** **** ******** ********* *** ***** * *****. I would like them to stop sending all these reminders and threats of disruptions from the 17th on. My bill is due on the 27th they get their payment on time and I do not want to schedule with them any auto payment, I do not trust them.
  Sincerely,
  
  ****** ***** Sincerely,
  
  ****** *****

  Business response

  29/07/2022

  Dear ******,

   

  Thanks for your response.

  I attached a copy of the latest invoice to proof. The invoice service is from July 27 to Aug 27. The due date is Aug 17 (21 days after the invoice generation date which is July 27th).

   

  Now, for notifications, we send 3 notifications:

  1. the first notification is 3 days before the due date to remind the customer of the due date

  2. the second notification is 1 day after the due date (if the due date passed with no payment)

  3. the third notification after 7 days from the due date with no payment.

   

  Again, we are trying our best to notify the customer to avoid incurring late fees.

   

  hope this helps,

  thanks,

   

   

   

  Customer response

  29/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  As there first response they send out early so as to help customer not be overdue

  My bill is 27 to 27th meaning one month, no company has a one month bill due 21st day, that is the customer choice if they want to pay early.  Also I have again attached documents that surf put my due date on the 17 of each month and receiving so called reminders on the 13th. Also documentaton that they use to have on the 26th as due date and able to change these dates at how they see fit.They change original agreement and that is not allowed in any business, verbal or contract. As you see they state my billing is 27th to 27th yet they saying payment due on the 21st, and yet they are sending notifications on the 13th as you see by their own notices/email sent. I want notice sent only on the due date, the 27th and if payment late they may send 3 days later. ** ***** ******* *** **** ** ** ***** *** ** **** ** ** *********. As their letter/bill states that to do online payment, that I do, so the question is still what reason are they saying they receive any of my payments made online 7 days after. Never heard of and the Bank has proven that this is falsehood, and whoever saying so it not telling the truth. Companies receive payment immediately or up to 3 business days. And they need to fix their system or banking system. If this continue I wish to report this business further for their practice, and changing verbal and bill contract to fit their needs and not the customers agreement and need
  
  Sincerely,
  
  ****** *****

  Business response

  03/08/2022

  
  Dear ******,
  
  Let me try to explain each point
  1.
  >> On April/2022, notice a sudden change that they were billing me now for 20 day and then I saw 17 days
  
  The April invoice is showing correctly, the billing is April 27 - May 27th. The due date is 21 days after the invoice is generated so, it is due May 17th. I checked the April 27th invoice and was correct. The bill is correct for 1 month of service, but the payment due date is 21 days after the invoice is generated. This gives the customer 21 days to make a payment.
  
  2.
  >> Now I pay on line, there is no way that they receive payment after 7 days.
  I checked the payments schedule, and you pay through TD. The payment can take 2-3 business days to arrive into our system It is not instant transfer of funds.
  
  3.
  >> Asked them what is the change all of sudden since April/22, that there is no company that bills a monthly in 21 or 17 days,
  There is the confusion, the bill is for 1 month of service. You can make a payment anytime during this month. However, we set the due date to be after 21 days of the bill generation because we need to notify the customers that their bill is due. If we waited until the end of month, this allows for enough notice to customer before the billing month pass, and the new bill is generated with late fees.
  
  4.
  >> And I said when my last payment was sent on the 22nd, and in 3 business days, they should of receive already when
  
  the payment done in July 22 is received in July 27, because July 22 is a friday, and after 3 business days it is already wednesday 27th when the new bill is generated. This is the main reason we alert and set the due date 21 days from the bill generation day.
  
  Basically, the due date is 21 days after the bill is generated. You can pay anytime during this time. This will allow for the payment from any bank or ****** **** to appear in our system and the next month invoice come out clear with no outstanding.
  Another example: lets say the bill is for April 27-May 27th, and the pay due date is May 26th. If the customer made the payment on May 26th as in the bill through their bank or credit union. This payment will appear in our system after at least 3 business days, which will be May 30th, when the new invoice already came out and the late fees applied by the system. This is the reason we as for the payment to bet done within 21 days of the invoice generation to allow for the payment arrive through the bank system to our system in time before the next month’s invoice come out.
  
  Hope this helps,
  

  Customer response

  03/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  
  Surf internet has given us the run around and it has been made clear now with their admission that it is their banking system and their accounting system, that

  I had said before, is not the customers' responsibility, it is their own responsibility to find out and see what reason their systems receive some or all their customers payment, from on line in 3 days instead of immediately. and fix it. And this in not always so, because the invoices I have given before  and again above, clearly shows that my invoices were paid by the due date of the 26 and or 27th, and was by online payment either before on the through the 22nd- 26. Surf's invoice bill shows that they received before their next billing.  example (surf 1-  Feb/22 invoice shows they received my payment for Jan/22 before their next invoice date.) Also, their math is wrong, 3 days paid in 3 business days would come on the 29th. Also, since 3 business days, then why the 21st and not the 25th or 24th?  And they say they put on the 21 due date, then also, why does the Aug/22 invoice state due date on the 17th? (surf 7) 

  I want my due date to go back to the 27 and only a reminder on the 27th and notice after if not paid, * ****  **** **** ******* ** ****** ********* ** ************** *** ********* ******** *********. Whether they have changed systems, banks, business associates, etc, there is no reason to change an agreement from what was given said billed on the installation date and join date and verbally said
  
  Sincerely,

  Sincerely,
  
  ****** *****

  Business response

  12/08/2022

  Dear ******,

   

  Thank you for your response, we are as any other company deal day to day with the banking system. The payment through a bank does not appear in our system instantly, it takes at least 3 business days. There are some banks (especially international banks) the payment through them take even longer. We cannot do anything about the bank and money transfer system.

  Your invoice is always generated on the 27th of the month, you can avoid all of these issue if paid within 21 days of the invoice date. There is no reason to wait until the 26th or 27th to make a payment. From our side, if the payment is received in our system before the 27th then there is no late fees, if received on the 27th or after then late fees will be applied.

   

  We have also another option, which is to pay from our customer portal using a ****** ****, this payment will appear instantly in our system. You can also put in the system a ****** **** and the system will automatically deduct the monthly payment on time before the due date pass, with no effort from your side.

   

  Hope this helps,

  thank you,

   

  Customer response

  19/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Firstly, when I called surf to see about their services, I had told them that I would do the hook up/install on the 30th of the month. Not really their concern right now, however, because I told them I was on a ***** ****** then and I would be paying all my bills rom the 21 to the 27th and at the bank, and they had told that is ok, the payments would make it on time. I/we checked to see for months and payments were made on time and received on time. As I stated all of a sudden this has become a situation since April/22, why? what changed with their banking system? Yes some banks payments here and there are received in 3 days, however, all my receipts of payments show that whenever I pay on the 21 or the 27th that surf receives on time.(attached and from before). Surf is a provider and why are they trying to control when and how their customer pays? The stated yes 27th to the 27th, so why the 17th or 21st due dates of my bill? Why are they trying to control how and when I pay my bill? is this their right to try to control my payments or what I do? Even from their own account they stated that it takes 3 days to receive, yet they are trying to change my billing invoice to 17th or 21st due date, that was not agreed upon by me. In actuality, surf is responsible for their bank and banking system, to see why this delay in receiving payments, other companies receive immediately or sometimes 3 days when system error. If they are so concerned for their customers then why do not have an online site that accepts all card payments ****** **** or ***** *****. I have proven that their system receives payments on time even when paid on the 26th or 27th

  I want my due date to be the 27th as greed upon or they may change the due date to the 30th. knowing what I know today, I should have waited and left hook up/installation and payment on  the 30th when I first initially called them.

  
  Sincerely,
  
  ****** *****

  Business response

  20/08/2022

  Dear ******,

   

  >> why do not have an online site that accepts all card payments ****** ****

  We do have online portal for paying using ****** ****, this payment is applied instantly. I cannot provide you the access information on this chat because of security reasons. Please simply call our customer service and they will provide you with the username/password to login to see the payments, invoices and make a ****** **** payment.Also we do have auto pay system, for the system to automatically charge your ****** **** on due date. This can be done from the online portal or via customer service over the phone.
  

   

  The monthly fees never changed, we never increased any prices, since you started in 2015 until now, the service has been $29.99 + tax each month. All we ask for is to make the payment within 21 days of the invoice generation day.

   

  thank you,

   

  Customer response

  22/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Did I not just tell them I am on ***** ******? Did I not say that I wanted payments on the 30th, however, Surf said that payment would come thru fine from 21 to 27th? I can

  not control when monies come in. I have shown surf that payments from all these days come in and paid on time. Surf in their own words said receive payments 3 days, so why the forcing customers to pay on the time surf wants and not on the agreed upon dates? Again, Surf you are a provider, with an agreed upon payment date, you have no right to try and control mine or other customers payment schedules Make my payments back to the 27th or put it to the 30th . The payment date must state payment due the p7th as agreed upon and that is what I want, and must be done . You have no ***** ***** payments, add that and I will be glad to pay on line with ***** ****.

  Do you realize Surf, you are harassing a person on ***** ****** and that you are trying to force and arguing with a customer to pay on your scheduled time, not agreed upon time? Why are you surf, trying to justify your overdue charges for on the 21st if not paid? Payment that is clearly due on the 27th. I wand my payments and  must be due on the 27th

  Change back my payment dates due the 27th or I will take this higher because this is not good business practice and needs to be addressed by higher
  Sincerely,
  
  ****** *****

• Initial Complaint

  21/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of Surf ***** ***. for two years. Last year I did have some internet speed issues a few times, but the issues were resolved quickly. On January 6, 2022 the internet stopped working. I thought my computer had an issue and requested another computer through my work. The new computer didn't replace the problem - it was definitely the internet issue. I had to reset the router up to 5 times a day by unplugging it for 5 seconds, plugging it back in, and then rejoining the network which involves a 10-15 minute process. Having to do this every day is frustrating and exhausting. After numerous times of calls, I finally was offered a new router which I picked up on January 27, unfortunately it still did not fix the internet problem. On February 8 it was finally fixed and I was told that a credit will apply towards my bill for the time period I had internet issues. I received $10 credit which was a joke. I did not have Internet for over 3 weeks and I will not pay for a service I did not receive. I continue to pay my regular amount and I refuse to pay the difference. Surf Media had added late payment fees and keeps sending me emails “ACCOUNT SUSPENSION: Your Surf Internet account is overdue and your services will be suspended”. I sent them several emails on February 18, March 1, March 2 – no response. I called several times and was told that they will look into it, but nothing was done. I would like to get compensated for 3 weeks of no internet service.

  Customer response

  21/04/2022

  Asking for account adjustment for 3 weeks not having internet. They just keep adding late payment fees and sending me reminders. I paid my regular bill for April on April 18, see attached, they sent today again that my account will be suspended.

  Business response

  23/04/2022

  Dear *****

  
  

  Reviewed this complain very closely, and found these logs with exact dates and times.

  1. issue reported on Feb 01

  2. Team did diagnostics Feb 01, and tried to check on the line and could not find any issues

  3. The diagnostics were related to the **** router  Feb 02, the customer requested to come to the office to replace the router

  4. Feb 03 the customer came to replace the **** router
  

  5. Feb 04 overphone support, the issue seems to be resolved, and we will keep an eye on the issue to see if it happens again

  6. Feb 07 customer report the same issue again

  7. Feb 08 support team tuned the **** settings with the customer over the phone and speeds are great over wireless now

  
  

  From the logs, the issue happened for about 1 week. Your current service is 39.99/month + tax. So this is why accounting gave you credit of $10 for the 7 days the issue was reported. It seems that you also refused to pay the invoice in time, and thats why there are late fees added by billing system.

  
  

  I hope i answered your question.

  thank you,

  
  

   
  

  
  

  Customer response

  25/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Surf Media is not telling the truth. I reported the issue on January 6, 2022, not on Feb 1. Attached is the screenshot from my work when I also ordered a new laptop as I thought it was a computer issue.
  I picked up the new router not on February 3, but on January 27. The issue was resolved on February 8. I was told that I will receive a credit for those 3 weeks, but instead I received a regular invoice to pay full amount. I called right away asking for the credit. They sent me a new invoice with $10 discount and to pay for two months with late payment charges. 

  I do not agree to pay for service I did not receive. The issue happened for 3 weeks, not one. The outstanding amount shows $71.43, but I did pay my last bill on April 18.

  If Surf Media disagrees to adjust my account, I will cancel my agreement with them.

  Regards,

  ***** ****

  
  Sincerely,
  
  ***** ****

  Business response

  26/04/2022

  Dear *****,
  
  you are a very important customer to us, and for sure we want all our customer to be happy with our services (internet and customer service and all in all).
  As requested, a discount for 2 more weeks ($20) will appear in the next invoice.
  
  thank you,

  Customer response

  26/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: Surf Media should also take care of the late payment fees that they have added to my account which I totally disagree with. If they have added a discount on time, there would have never been any late payment fees.

  Thank you.

  
  Sincerely,
  
  ***** ****

  Business response

  09/05/2022

  Dear *****,

   

  Thanks for your request for clarification.

  I see you are requesting to waive the late fees imposed by the system, due to late payment (or not complete payment). We have provided to you 3 weeks of internet discount as requested, the discount for 1 week was already provided in bill ********************. The 2 more weeks of discount is added in May 20th invoice.

  However, the system gave you enough notice that the payment was not made, and if i understand correctly, you intentionally decided not to pay the full invoice until we give you 2 more weeks of discount. However, this is not usually the best way to handle any billing dispute, we have no problem to discount, but deciding to not pay is a decision you made knowing that there are late fees added.

  Again, we are not in service to make people angry and we are not trying to bother you or cause you any frustrations. Can i ask why you did not make a full payment while our accounting team is reviewing the case for further discount ?

   

  thanks,

   

  Customer response

  10/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello Surfinternet billing team, if you look into my account and billing history, you will notice that I have never missed any payment as I always have paid my bills on time for the last two years. I did not have internet in January and when the problem was fixed in February, I was told that I will receive a credit for the time I did not have internet connection. I was waiting for the updated invoice showing the correct amount I have to pay, but I never received it. Instead, you have added the late payment fees which I disagree to pay as you never credited my account. You have just stated that “the discount for 1 week was already provided in bill ********************”. I have not seen or received an invoice showing the discount yet.
  Therefore, could you please stop these lies and take care of the mess you have created? Thank you.
  
  Sincerely,
  
  ***** ****

  Business response

  10/05/2022

  Dear *****,

   

  Thanks for your response. It will be my pleasure to waive for you the late fees, as we appreciate you as our customer and hope to make you happy.

  Regarding my notes saying that we did credit you 1 week in invoice *********************, this is not a lie. I do my best to do my job, and have no reason to lie to you or cause you any frustrations to you. I sent you a copy of the invoice via email, and attached a copy here as well.

   

  Thank you,

  Surf Team,

   

  Customer response

  15/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

*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. ↩