Business Profile
Internet Services
Astound Broadband powered by RCNHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
01/31/2025
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Beginning in September 2024 Astound Broadband made a change to my service telling me I was being upgraded and I have had billing problems ever since. I keep getting charged for going over my data when I haven't come close. I am signed up to get notifications if my data is going to go over and I've never received one. My data allotment has always been 1,024 GB and according to my data usage I have never gone over 723. I have been forced to try and fix this with around 4 or 5 phone calls every billing cycle. I have been treated with such disrespect and disdain being patronized as if this is my fault. They acknowledged that there was a mistake and promised it was fixed only to have the same problem the next billing cycle. I have asked hundreds of times to speak to a manager and actually get this resolved only met with refusal an unwillingness to actually look at my account in detail. I have asked them to to change my service plan every time so I could have a consistent bill without data charges but it keeps happening. I have no options to resolve the issue and they seem to have no willingness to understand the issue.Business response
02/03/2025
Spoke to the customer, went over what happened with billing and package changes, feedback for previous interactions. Confirmed recent change that helped resolve concern, credited remaining overage charges and went over updated current balance and rate moving forward.Customer response
02/04/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** *****Initial Complaint
01/21/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
i joined astound with the promise of a $30 bill every bill has been hundreds of dollars the advertising i false . they lie to customers about payment arrangements when you ask why they dont educate you. i pay more for internet than i do for a 4 line cell phone bill . nev er provided amazon gift card,Business response
01/29/2025
Reached out to customer to go over billing, payment history and promotion details. No answer, left voicemail.Customer response
01/29/2025
Complaint: ********
I am rejecting this response because: there is no response i have chat screen shots of multiple reps lieing eveyrting is deceptive. I moved out left ,y grandmother to the apartment they would not let her open an account of her own either I have contact all chicagoland news channels as well as my building to recommend different provider to residents
Regards,
***** ****Business response
01/31/2025
Reached out to customer for a second attempt callback, to go over the billing and payment history, no answer, left voicemail.Initial Complaint
01/21/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I requested that the Internet services be terminated effective January 21, 2025. My bill is due February 9, 2025. The company refused to terminate my Internet services until the end of the billing period, February 9, 2025 although I disconnected the modem and I am not even using the service anymore. The supervisor I spoke with said she will terminate the service at the end of the billing period and charge me for the remainder of the the billing period.Business response
01/29/2025
Reached out and spoke with the customer, went over the policy information regarding data disconnects and when we had sent out notices in March/April to advise customers of this change. Customer understood, but just disagreed with the policy. No further questions.Initial Complaint
01/21/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am filing this complaint regarding the excessive and unfair fees charged by Astound Broadband for my internet services.Over the past year, I have been charged numerous late fees and restoration fees totaling over $300. These charges stem from late payments for my internet broadband services, which are now billed at $19.95 per month since the federal Affordable Connectivity Program (***) expired. Previously, my bills were covered under the *** due to the pandemic, but now I am being charged significant penalties for late payments.Specifically, if my payment is late, Astound assesses a $15 late fee and an additional $40 to restore my services. These surreptitious fees are disproportionate to the service cost and were not explicitly disclosed to me in a clear manner. I only became aware of the extent of these charges after reviewing my past invoices, as they were not communicated transparently by Astound.I believe these practices are predatory and exploitative, particularly considering the financial strain many individuals are still experiencing post-pandemic. Charging $55 in penalties on a $19.95 monthly service bill is unreasonable and unethical.I request that Astound Broadband review and refund these excessive fees and implement clearer billing practices to ensure transparency for all customers.Thank you for your time and assistance in this matter.Business response
01/28/2025
Reached out to customer to go over the billing and discuss options, no answer, left voicemail.Initial Complaint
01/15/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Im filing a complaint against Astound broadband because of unethical billing practices.And poor communication with customer service ****************** each month my bill is soposto be ***** a month when I call in to make a payment the bill is all different prices and the staff fails to tell the customer the overall full balance they put you on hold so they can speak to a manager and come back and ask you what are you able to pay today so we can get your service up and running they never tell you that upon shut off they charge an reinstallment fee of 45 dollars on top of late fees so when I pay on the bill monthly its 24 dollars 35 dollars all different prices over all the **** ***** stands in the *********** the customer cant catch up on payments because there constantly getting shut off to the fees generate so as I pay on the balance nothings coming off staff never discusses that with the customer Im not happy at all and I need. Fair resolution as soon as possibleBusiness response
01/24/2025
Spoke to customer, went over the billing concern and prior interactions customer has had with our agents. Confirmed fees waived, current full balance and when it is due by to avoid any additional late fee. Customer satisfied with being heard regarding the issue and full explanation of billing.Initial Complaint
01/08/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have terminated my service and Astound added a streaming device charge to my account one month after the termination.When I reached out the ***** kept repeating that I did not return a "4K Streaming Device" and kept saying it is at the back of the TV -- not only did I used my own modem for the internet service (for every single bill I have received from Astound they have indicated on there "customer owned modem"), I was also subscribing for internet service only so no TV service at all!The first ***** gave me a case number and promised me that I would get a response within ***** hours, and of course there was no response. When I reached out again the ***** only repeated that the case team was still looking at it and refused to give me any time estimates or having supervisors looking at the case.Business response
01/15/2025
Reached out to customer, no answer, left voicemail advising of device being marked as returned, this will generate a credit to the account clearing the unreturned equipment charge.Initial Complaint
01/07/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I signed a 2 year price lock contract in June 2024 and during my last 2 statements (November 2024 and December 2024) they charged me $4.29 more per month. I contacted customer service and they advised that they informed me of the price increase in October. I have not agreed or signed to be paying more than what I initially agreed upon ($61.20 per month). **************** is refusing to honor the price lock guarantee.Business response
01/14/2025
Reached out to customer, no response, left voicemail advising the promotional price lock is for the service charges, and has remained the same in pricing. The change in the Network Access and Maintenance Fee and Municipal Construction Surcharge Fee, are not included in promotional pricing so are subject to change. A notice was sent a month prior to this change for advanced notice.Initial Complaint
01/02/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I cancelled my service with RCN on 12/21. My billing cycle began on 12/16 and they are trying to charge me for an entire billing cycle even though they are no longer connected and cannot provide the service any longer. They refuse to prorate the bill.Business response
01/10/2025
Reached out to customer regarding disconnect process concerns, no answer, left a voicemail.Initial Complaint
01/01/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've ordered this service on 10/20/2024. Estimated total is $ 20/ month. Lock in period 24 month including free sim with unlimited data. After 1 months I received monthly bill of $35.48 > $ 15 one time + $20.49 for taxes, surcharge and fees. 2nd month Bill $88.60 > $35.48 previous bill + $30 bundled service+ $23.12 taxes, surcharge and fees. After that I called customer service and they told me TAXES, SURCHARGE AND FEES ARE GOVT CHARGES. WE CAN'T CONTROL IT . I told them previous tenant at same address was having $20 total bill from Astound. But clearly told no. Do we look like ******* idiots. Anyone else with same concern let me know and we can make money by lawsuit. DO NOT BUY INTERNET FROM ASTOUND. THIS COMPANY IS A CHEAT.Business response
01/10/2025
Called customer to go over promotion and package information, when going over the promotion details and autopay discount, call ended, reached back out, no answer, left voicemail.Customer response
01/15/2025
Complaint: ********
I am rejecting this response because:
This comment is truly false. I've received call only once and that's for review and recommendations, > I said 1 star and give him details why. he said ok I'll pass details to team, you'll be lucky if you receive response.No other calls from Astound.
Regards,
****** ******Business response
01/23/2025
Reached out to the customer, was advised they are not available to talk until after 7pm, since that is after business hours for this department, I advised I could send an email to go over account concerns, customer agreed that is fine. Sent an email going over the promotion details and services, billing and our associated fees with each service.Initial Complaint
01/01/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Astound is attempting to charge us for equipment that we returned in 2021!Business response
01/09/2025
Spoke to the customer, advised of case that was worked to remove unreturned equipment charge from account, charges cleared. Issue resolved.
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Customer Complaints Summary
691 total complaints in the last 3 years.
267 complaints closed in the last 12 months.
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