Complaints

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As a new Office Manager I was tasked to go through and find out why we are charged $130.00 every 28 days and what service that ACN provides. I have made several calls to them and they will not even tell me what services they provide for our company. After several attempts they flat out refuse to cancel services and stated if we cancel payments through our credit card that we will have to suffer penalties and credit collections. The owner has passed away years ago and they stated we need to email his Death Certificate, which we do not have in order to stop payments. Essentially they have been charging the company this amount for over a decade and do not provide us with any service at all, they just take the company's money and refuse to stop and accept our cancelation.

  Business response

  05/01/2023

  ACN has reviewed the complaint and is looking forward to resolving the matter with *************************. ACN has contacted the complainant twice via phone at ************** on April 24, 2023 to gather more information. ACN will be reaching out to the Complainant via email to confirm the best date and time to speak. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My 91 year old great grandmother pays for home phone service with ACN. She has not been able to dial long distance for the lat 2-3 months. She likes to family members who live out of state, sibling and children who it is important for her to talk to to feel connected to someone at this age. I have called several times on her behalf to try an and if there is someone that can help to fix the issue, but there has been no assistance at all. No one has said that she no longer has long distance service, so she is paying for a service that she cannot use.The customer service representatives have been less than helpful, and we have not heard anything back from them in weeks.Trying to use their website seems useless because I can't create an account to look for myself. Not to mention I tried calling during what I thought were late business hours and got a message saying they were closed. I'm really frustrated with the poor customer service we have received over the past couple of months, and it feels like we are getting the run around instead of having someone seriously attend to the issue.

  Business response

  04/24/2023

  ACN has received and reviewed the complaint. At this time, have contacted the complainant directly via phone and email to acquire more information on the customers account. ********************** looks forward to connecting with Ms./***************** resolve this matter.

  Kindly,

  ****** **************************************** Specialist
  
  ACN, Inc.
  World Headquarters
  **************************************************************  28025-2449
  p. ************ 
  **********************************************************************************|*****************************************|    
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my services with ACN in February, to end services on March 8, before the next billing period of March 9. I had paid up until my last billing period. As requested, I returned the modem and cables in good condition to ACN. I got an invoice for the billing period of March 9 to April 9. I thought it was a mistake so I did not pay. Today, March 30, I got a reminder with the notification that they would send it to a third party to collect, I contacted them by phone to let them know that I am no longer a customer and that I do not have to pay for services that I do no longer use from ACN. The representative told me it was charged for the number of days that I was using the internet. I told her that I did not use their modem as of March 8, I disconnected everything and connected the equipment from the other provider. And that I have not used there services, since they disconnected me from their services.The customer representative could not help me and said it was already sent to a third party to collect. I let her know that I got the notice today and that that has not given me the 30 days. The conversation did not go anywhere, she said I had to pay the 75 dollars. I asked to be transferred to a supervisor. I was on hold, the same employee got back on the phone and told me the amount was for the modem that I returned, that it was in damaged condition. I told her I returned it in good condition on my end and that I want proof of ACN that the modem was damaged when it got there. She told me she could put in a request but cannot promise me anything and that I am still required to pay the amount. Otherwise it would go to a third party collection. I am getting mixed messages from ACN, first they say that it was for an internet bill and now they say it was for a damaged modem that I returned in good condition on my end.

  Business response

  04/07/2023

  ACN has reviewed the complaint and has responded directly to the Customer. The following email was sent on April 4, 2023:
  
  Dear *****,
  
  I hope this email finds you well. I am following up on the voicemail that I left you today at ************.
  
  ACN has reviewed your BBB complaint (********) regarding your balance with ************* on account *********. We reviewed the account and see where you called on March 30, 2023 to inquire about the $75 modem fee. Given that you have been a long standing customer with **********************, we have gone ahead and credited off the fee so that your balance is now $0.00. Please note that you may receive one final bill indicating that the balance is $0.00.
  
  Please confirm the receipt of this email. Should you have any additional questions, feel free to contact me.
  
  Kind regards,
  
  *********************
  ***************** Specialist
   
  ACN, Inc.
  World Headquarters
  **************************************************************  28025-2449
  p. ************  
  ***************************************************|*****************************************|
  www.acn.com

   

  Customer response

  04/10/2023

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

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have called this company to stop charging us monthly fees and they claim we are not in their system. We have went to the website and chatted with people to get this subscription to stop and they wont repond. We have emailed them to STOP the subscription and to stop charging us and they continue to do it and continue to do it. We want our money back dating back to the first email that I wrote to STOP payment and this subscription. they claim they cant find me yet somehow keep billing me and sending me emails. This is robbery and they need to pay it back or be dealt with.

  Business response

  05/15/2022

  ACN has reviewed the Consumers complaint and responds accordingly:
  The Consumer became an Independent Business Owner (IBO) with ACN on February 1 2022. As stated in our terms and conditions, there is a monthly recurring charge of $25 to maintain your status active with us. The consumer was charged on the first of every month starting in March. ACN reached out to the consumer on May 12, 2022. The Consumer stated that he has been trying to contact us to cancel the fees. As a courtesy, ACN has agreed to refund the $25 fees for March, April, and May. The refund was processed on May 15, 2022 along with a cancellation of his account, therefore, ACN considers this matter resolved. ACN asks that the Consumer allow 3-5 business days for the refund to reflect on his end. ACN appreciates the opportunity to resolve this complaint amicably.

  Should the consumer have any questions, he may directly send his inquiry to *****************************************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My HOA had a contract with ACN to provide cable service. When I first purchased my home I pre-paid my account as to not have to worry about a **** for a while. In January of 2022 my HOA cancelled the contract and went with another provider. ACN said they were going to refund my positive account balance of over $400 via check 3 month's ago, Every time I called I was told the check had not gone out but it would go out that week. a month and a half later, no check in the mail. now when i call all I get is a fast busy signal. calling **************. I want my refund that is due. No wonder why my HOA fired them!

  Business response

  05/07/2022

  ACN has communicated directly with this ********************, who has advised that he will reach out to us on Monday, May 9, 2022. ACN looks forward to working with ******************** to resolve this matter.

  Customer response

  05/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that I inadvertently filed this complaint against the wrong company. My intention was to file a complaint against American Community Networks and NOT this company. This is my error and this company should have this complaint fully removed as I have never done business with them.  
  
  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. ↩