Complaints

• Initial Complaint

  03/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up with CalNeva last year. I started to get text messages around October 2022 saying I had gone over my GB limit for the month and needed to upgrade my plan or pay the overage fee of $1/Gig ( $4.00 ). Seems like after that I got these notices every month as well as they were saying I was past due, even thought when I talked ( initial sign up )to the local office in ******** I told them that I am on SSI and get payed mid-month. The thing is, that CalNeva does not provide any way to check my usage other than CalNeva sending me a text saying I am over. I asked the local office and all I received was a note saying how to solve email issues but nothing on tracking use. My last provider I had ( ****** provided a way to track usage when I logged into my account. CalNeva no. I do not like being told and charged extra or pushed to a higher cost plan with no way to verify it. In other word being charged extra money at their whim. I complained to the ** and received a letter saying their office would send CalNeva a letter. I didn't get a overage notice text this month, just saying to pay my bill the day before my SSI hits my bank.

  Business response

  04/03/2023

  **************** connected service on 6/13/2022.  We are a month-to-month service provider.  Once install is complete, usually the next business day; we process a one time $65 install fee, plus first month of service.  For ****************, that total was $110.90.  It is  noted in the connect work order (attached) that he made arrangements to split the $110.990, as he is on a fixed income.  That is absolutely no problem.  However, **************** never paid the second installment of the install fee, got behind on his bill and that is HIS responsibility.

  It is noted on his account that he gets paid on the 20th of each month.  It was also explained when setting up the account and scheduling his install that the statements due date are the 10th of each month, however; we give until the 23rd of each month as a grace ****** and no late fees are applied until after the 25th of the month.  Had he kept up on his bill, no late fees would have been incurred.

  Myself and the *** spend a lot of time going over the different packages, speeds, data gig limits, our policies regarding overages and pricing.  We have English/Spanish fliers in our office with each package (including speeds, usage limits and prices). We also have USEFUL INFO fliers in both languages that specifically provide the website and usage tool. Subscribers login with their CalNeva Broadband email and the password is *****, which can be changed when they log in.

  Our policy on gig overages is:  We allow 1 free gig overage, we will notify subscriber by text or email, after that , it is $1.00 per gig, unless the subscriber upgrades to a higher package; we will waive or reverse any charges.  If subscriber chooses not to upgrade, they can monitor their usage with the bandwidth tool at my account.calneva.org. Also, our ACCEPTABLE USE POLICY is available on   www.calnevabroadband.org.

  **************** has the Residential 2 package which has a 50 DL/10 UL and allows 300 gigs per month.  ******************** ledger is attached and the gig overages are highlighted.

   

  I appreciate the opportunity to respond to the complaint and to provide the accurate and correct information. 

   

  Sincerely,

   

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

  Office manager 

  Customer response

  04/04/2023

  I am rejecting this response because: There still is no way for me to actually check my usage. There was not an offer here, just a overview of my account. I have no trust in CalNeva. 
  

  Business response

  04/05/2023

  The usage tool website and login/PW was provided in the first response and has been available to our subscribers since WAY before our company built the systems in  ********/Huron.  

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

  Click FEATURES

  Click TRAFFIC STATISTICS

  Login with:

   User name - ************************************************************

   Password - 93210

  The usage tool is not a CalNeva Broadband's tool.  It is a provided by Momentum (***********************).  Unfortunately, "we can't make everyone happy all the time..." Luckily, we are a month-to-month service provder; you are ABSOLUTLEY not tied into a contract!  With your trust issues, lack of keeping payments arrangements, inability to pay the bill in a timely manner, and lower internet ************** (although your data usage sometimes requires more); perhaps you should consider going back to AT&T.

   

  There are free data usage tools online, as well.  

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

   

  My time is here is done.  You can reject, dispute, continue to be a subscriber, discontinue the service, however; I have twice, with documentation; established evidence, that your complaints and/or disputes are inaccurate and untrue.  There will be no adjustment to the current or past amounts due, unless you upgrade to a package that covers your data gig overages: we would be able to backdate to that month and reverse the overages charges.

   

  Regards,

  ***** @ CAlNeva Broadband

  Customer response

  04/06/2023

  I am rejecting this response because: No real solution offered. Speaking to the start up fee. Their tech showed up,  plugged in the modem and was finished in 15 minutes tops and I was charged over $100 for something I could have and have done  myself. I will explore my options. Great customer service ! 
  

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