Complaints

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Constantly been paying for service im not getting. I am suppose to get 2gig download 1gig upload speeds since October first. Since then I have only gotten around 10 days of the right speeds. Otherwise my average is 1/2 of what I'm suppose to get. I've spent more time on the phone with them every week than I should be. I've lost my job due to the slower speeds. I've continued to pay for the higher speeds. I get 4 good days on average for ***************************************************** on the phone for hours when it's been found that problem is 3rd party they get internet from. The advertise get the speeds you pay for but you dont.don't. Asking them to get the right people to do the job so I pay for what I'm suppose to get. Credit my account. When internet is running correct my tests using twn app are 2.12gig download .99gig upload 5ms ping. I've included test of speeds pic. Download varies between 1.31gig and 1.67 gigs with upload always .59 gigs and ping *****

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have nothing but ongoing problems ever since they installed this wifi in my house I have no internet majority of the time it goes off all day and night I have to get on the computer at 5am just to get a connection and even then it does not work they keep sending me e-mails stating they have tried to contact me and they have not they are BIG FAT LIARS who like to take advantage of people and there money this buisness needs to be held accountable

  Business response

  08/13/2024

  TWN strives to provide all customers with a positive service experience. Upon further investigation it has been determined that TWN was in line with our terms and conditions. We have worked directly with the customer to reach a resolution and consider this matter now resolved. We appreciate your business and would like to do all we can to resolve any service issues.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bank card was compromised and deactivated. I received my new card today. Auto pay is set for the 5th - today.Bill is not due until the 22nd. TWN email is threatening charge for declined auto payment this early morning.How can you do that?Again, due date is 22nd.I subsequently submitted payment on checking rather than the debit card and changed the auto-pay to direct bank account.That payment was declined, also, with another email charge threat.How can you do that?

  Business response

  02/26/2024

  TWN strives to provide all customers with a positive experience. After careful review of your account, TWN maintains that we have acted in accordance with our terms and conditions and in adherence with our current policies. At this time, we have reached directly to ************ and consider this matter to be closed.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold my property and terminated service with TWN in May 2023, service address: **************************************************************************************. I have been in contact with them via phone and e mail about my refund. I have gotten nothing but excuses with my last contact with a woman named **** on 8/24/2023 that promised me an account refund check within 2 weeks. As of this writing, no refund.

  Business response

  09/12/2023

  Upon review it is found that TWN has acted in accordance of our set forth Terms and Conditions. The refund for this customer was mailed out on 9/12/2023.

  Customer response

  09/16/2023

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I heard about the internet program they have through my power company and I have made numerous calls over the past month and half trying to get service and I get disconnected on the phone or keep getting the run around. If this is the way the treat Seniors they ****.

  Business response

  10/12/2022

  We are sorry to hear that you are unhappy with your experience with ******************. We'd like to work with you to improve this experience. Because you do not hold an account with TWN, if you don't mind, please email us the best number to reach you and a member of our support team will give you a call at your convenience. We can be reached at ************************  

  Customer response

  10/21/2022

   
  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,
  
  ***********************

• Initial Complaint

  07/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Installation for new service.1-Order for service address. ***********************************.For internet ONLY!! Service worker called on Wen July 26th ,told me he had to come out to do a signal check.Asked were I was. Showd up at **** **** ******* ** .He spent more than 41/2 hours sitting in his truck.Asked what billing address was.Were did I want the equipment installed.We kept telling him 33 West Shanghai La Ln.He told us,he had to do a signal check here,before any service could be installed there. Confused we are.30+ miles north.,is were the service was to be installed.Internet ONLY!I do not want their service here.Asked what the cell phone number is?Than asked if I had a landline and what that number is?Now my landline will not work..I had to get a repair man out,because of a short that was created.I spent 5 days without any power.Because of this incompetent service man,from TWN. Whom didn't know what he was doing.Would not listen to us.Lied repetitively. We have spent days,calling the company, only to get the Royal run around. I want the service installed at the correct location.The internet.Nothing more.At no charge to me.All the equipment ,if any removed from here.My landline & services put back as they were!!!ASAP .That service man,NOT to ever come here again.The company needs to send out someone older,whom is experienced .Not a newbie.Also ,there was to be month to month,prepaid service.No long term contract. Furthermore he refused payment from me,took it from someone else.Witch was wrong.The service man man has caused much confusion,stress,put us through ****. He yacked ,did not listen ,lied to us.Why did someone have to come here to do a signal check,to install 30 miles away..What nonsense.

  Business response

  08/31/2022

  Business Response /* (1000, 7, 2022/08/17) */ ***Document Attached*** TWN strives to provide all customers with a positive service experience. After further review of the consumers account, the complaint filed does not match our internal account history. Consumers agreements signed indicate that services were placed at the correct address. We appreciate your business and would like to do all we can to resolve any service issues. While we have made attempts to reach the customer directly with no success, we invite them to contact us at (XXX) XXX-XXXX.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 6/3/22 I made a payment of $64.86 for my TWN invoice that was due 6/8/22. I made this payment from the TWN website, using my stored payment method, which is my checking account. I had used this stored payment method successfully previously. Two weeks later, on 6/17/22, I received an email from TWN advising that the payment was declined and that I was being assessed a $30.00 declined payment fee. I contacted my bank, where there was no record of any payment request from TWN. I called TWN and spoke with a customer service representative who was not able to help me, but who transferred me to a supervisor who reviewed my account history and verified I had used that payment method before (as well as other methods) and who waived the fee. This supervisor did not advise me to not use the website or my stored payment method to pay my invoice. On 06/17/22 I reviewed my stored payment method, and double checked to verify all account information was entered correctly. I submitted my June payment of $64.86 for the second time on 06/17/22. On 06/24/22 I checked my bank and noted the payment was not yet posted. I contacted TWN that morning and spoke to a customer service representative and asked if there was a problem with the payment. They suggested my bank had likely just not processed the payment yet. Before noon on that same date I received an email from TWN advising me payment had been declined and I was being charged a $30 declined payment fee. On 07/01/22 I called TWN and made a $64.86 payment for my invoice that is due 07/09/22. I then spoke with a supervisor about the $30 fee, requesting it be waived, and advising that I would make all payments over the phone with my debit card going forward. The supervisor advised the fee could not be waived because it had recently been waived and this should have been a "known issue" to me. I think maybe it is a known issue to TWN; however, not having had the issue in the many years I have been with TWN it was not expected by me.

  Business response

  07/28/2022

  Business Response /* (1000, 12, 2022/07/27) */ TWN has made reasonable effort to resolve the matter and is working with the customer directly. It is our understanding that the matter at this time is resolved. Consumer Response /* (2000, 16, 2022/07/28) */ I received a voice message on 07/25/22 from a representative in the regulatory department of TWN requesting I call back and that they would contact me the same day or the next if I did not. I called the representative back on 07/27/22, and we were able to resolve this issue. Based on prior payment history the charge will be reversed as well as late fees that have been charged. The IT department will be contacted to see if they can figure out what the issue with the payment being made on the website is...however, I will never know if that is resolved as I will only make payments over the phone (that can immediately be confirmed) going forward.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to **************** last year from ************************************************. I had been a customer of TWN for few years until I moved to Fort Ave and the tech could not install internet service for poor signal in that area. I had paid in full prior to moving out of ******** ***** I was billed $592.70 last year for account #XXXXXXXXX-XXXX. I thought there must be an error; I phoned to ask why super high $$ invoice. I was told the equipment needed to be removed from ******** ****** There were problems with issues of equipment removal. I went to see **** ***** of St. ******* de **** of Sierra Vista AZ for help with communication. I was told TWN would contact the owner for date of removal which was on Dec 8, 2021 per my text message. Balance would be down to approx. $47. Then I got new invoice for $682.81 after December 16, 2021. Went to **** ***** again, showed her the new invoice, this year January 2022. I had photos to show **** *****, before and after removal of equipment (Nov 2021 and Dec 2021) at *** ******** ****** **** ***** called TWN and asked why I was still billed for over $650. She was told the balance would be $0 on new invoice. New next invoice billed me for $96.90 on *** 16, 2022. February 16, 2022 showed $62.78, $67.89 on March 16, 2022, $73.00 for April 16, 2022, and $78.26 for *** 2022. I again saw **** ***** this month and she paid $78.26 using her organization credit as well as placing phone call to TWN to speak about notes she put in system showing us balance would be zero. I would like to see that St. ******* de **** refunded for $78.26 plus punitive damages paid to me for what I had to endure through, in amount of $66.67 since I no longer receive TWN internet services at my current residence.

  Business response

  08/11/2022

  Business Response /* (1000, 10, 2022/07/25) */ Having reviewed this complaint and the consumer information system notes, TransWorld Network ("TWN") maintains that we have acted in accordance with our terms and conditions and adherence with our current policies. At this time a consumer account does not qualify for a refund to be issued. Supporting documentation has been supplied. It is our understanding that the matter will now be considered resolved.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Re: Billing Dispute in amount of at approximately $247.52, TWN Account XXXXXXXXXX-XXXX I have a billing dispute with Transworld Network Corp (TWN). First, I do not have a contract nor have I ever had a contract with TWN. I have never had service with TWN nor do I have service now. The past owners, of my return address, did have TWN service. After moving in to the address, I immediately contacted TWN to explore opening an account and found the terms were not competitive and the representative was very pushy, rude and difficult to deal with. I finally told the representative I did not want TWN service and invited their representative to come retrieve the equipment used by the past owner. The TWN representative agreed to retrieve TWN equipment. The evidence shows that the representative created an unauthorized account and commenced to bill me. A TWN rep did come to the above address and retrieved TWN equipment. In relating this incident to the removal representative, he said he had heard this same scenario many times, this creation of an unauthorized account. I have written TWN a billing dispute on 12/15/21 (attached) and now TWN has shopped this disputed amount to Sherloq collections. Please help to coordinate the adjustment of this TWN bill to $0.00.

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/06/08) */ Having reviewed this complaint and customer information system notes on the matter, TransWorld Network, Corp. ("TWN") maintains that we have acted in accordance with our terms and conditions and in adherence with our current policies. TWN has made reasonable effort to resolve the matter and is working with the customer directly. It is our understanding that the matter at this time is resolved. Consumer Response /* (2000, 7, 2022/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) TWN addressed my issues in a professional manner and I return with thanks.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have disconnected service with this company and their representative came to my house without an appointment and proceeded to climb on my roof at 7:45AM, with no warning and began throwing things around as they disassembled and removed their equipment. They scratched and dented my new roof and walls. They also ripped all the masonry screws from my stucco walls, ripped the Ethernet cable out of the wall-damaging the cabling conduit, and junction box for other cables entering my house. I am hiring a stucco repair company, but this repair will likely be up to or greater than $1000. I find it incredibly hard to believe that this company normally sends technicians to residential properties with no permission or appointment and damages their property. I will have pictures of all the damage, along with an estimate of repair when my contractor arrives and I am filing a police report for trespassing and damage of my personal property. I tried calling the company and all of their listed phone numbers are not in service. I also sent email.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/14) */ Having reviewed this complaint and customer information system notes on the matter, TransWorld Network, Corp. ("TWN") maintains that we have acted in accordance with our terms and conditions and in adherence with our current policies. TWN has made reasonable effort to resolve the matter with Miss ***** directly but has been unsuccessful in reaching her. In addition, there has been no proof of alleged damages submitted. Deinstall photos attached will further prove and clarify that damage was not caused by TWN.

*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. ↩