Complaints

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my phone does not work since march 8 I keep calling customer service they saying that will check it out and call me back but I'm still waiting for them to reach out back to me the phone number not working is ************

  Business response

  03/22/2023

  This customer is with Broadview, and Broadview disconnected their # without notifying us.
  Customer was notified about this.
  We did a Migration order to bring them to Verizon
  The Delivery Date is for 03/23/23.

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I don't know what is Broadview 

  when I call in Telzeq didn't tell me anything about that they say - that they are trying to figure out the problem 

  now its working but I'm waiting for a refund

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   now the long distance not working 

  can only call local

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/02/2023

  Long Distance calling was added for this line.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home phone stopped working a couple of months ago. I keep calling and emailing them. In the beginning they sent down someone from ******* who said they couldnt do anything to fix it. Since then, I havent gotten any response from them. Its been over 3 months since I last heard from them. They told me they will refund me for the amount they are currently charging monthly and someone will contact me about it, but Im still waiting.I dont want to lose my home phone number I have for the last 12 years. Im working to transfer my number to an online based service. In want someone to contact me from this company and I want a refund from them for the past 6 months that theyre charging my card without providing a service

  Business response

  02/15/2023

  The latest ** was opened on 11/28/22 ***************************** Date and Time 01/04/23
  The issue in the ** states: NO INCOMING CALLS-TERRIBLE STATIC EVERY TIME IT RA INS LOSE THE LINE COMPLETELY
  The previous ** ********** was created on 10/3/2022 with a due date 10/3/2022
  On 10/07/22 ** updated the ** to: Trouble Ticket Status 10/07/22 10:11:00 AM DISPATCHED OUT - PREASSIGNED
  On 10/20/22 ** closed the ** stating: CloseOut Narrative CA VER ** CUT/DAMAGED ********************************** ST
  
  11/28/22 was the newest due date
  The Customer called in on 12/7/22 stating that: technician came but still not working - needs to replace cable as what technician said, outside wiring issue.
  
  12/16/2022 ** escalation answered us: The E**R for this group failure is 12-24-22
  We emailed the customer the details
  
  12/28/2022 we emailed ** escalation again for update
  They answered: We will escalate internally for updates and new E**R to our team. Once they reply we will let you know.
  Jan 2 we emailed them again to ask for updates they didnt respond
  
  The ** ********** was scheduled for 1/04/23 so we let the customer know that ** is hopefully is going to fix it on that date
  
  1/29/23 we emailed ** again: Any update? The ** was created 11/28/22 Commitment for 12/07/2022 then the update was: The E**R for this group failure is 12-24-22 We're waiting for an update for this customer since
  
  We havent heard any response from **
  
  We emailed them again
  ** responded: Per cable manager the E**R is 2-28-23
  We let the customer know.
  
  Customer complaint on 10/3/22 was that they have some static and sometimes the line goes completely off.
  Customer had contacted Windstream although their line was not with Windstream, it was with ** ******. We informed the customer about that and about the open ** with **
  
  On 11/28 the customers complaint was that the issue continues especially when it rains, with sometimes no incoming calls
  
  This issue was on and off
  
  We informed the customer that we are waiting for an E**R from **
  We updated them when ** gave us the info
  
  So customers complaint is basically, that the line wasnt working all the time, regular .

  We see usage throughout the months for calls for 1 hour and 2 hours (also a lot of smaller calls 10 minutes 20 minutes and 40 minutes etc.)
  
  Long Distance usage ****** Minutes from 05/23/22 till 06/19/22
  Long Distance usage ****** Minutes from 06/20/22 till 07/17/22
  1,666.00 Minutes from 07/5/22 till 07/20/22
  657.00 Minutes from 07/20/22 till 08/19/22
  2,202.00 Minutes from 08/22/22 till 09/25/22
  1,081.00 Minutes from 09/28/22 till 10/21/22
  2,340.00 Minutes from 10/23/22 till 11/17/22
  1,631.00 Minutes from 11/20/22 till 12/19/22
  1,907.00 Minutes from 12/20/22 till 01/20/23
  
  So, the customer definitely used their phone a LOT throughout the months she CLAIMS she didnt.
  Tell us why here...

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Beginning in September 2022, Ive been dealing with terrible static on the line. So bad that many times I couldnt hear the other person.

  Then, i started losing my line every time it rained. At that point I was getting my line back after 2-3 days, but with terrible static. 

  At that point I was contacting telzeq almost every day. I was transferred to an external call center (out of the country) with no knowledgeable employees. They kept answering me that they will enter a ticket. Whatever that means. 

  They told me I can email telzeq too, Ive been emailing and not getting any response. I can forward the email thread if youd like. 

  At one point, someone from ******* came down and said he couldnt fix it. 

  I dont have dates, but about 3 months ago, even though my line came back after the rain, it only worked for outgoing calls, no incoming calls.

   I have not received incoming calls since!

  About a month ago I lost the line completely- no incoming , no outgoing.

  To be clear, there was a point in the beginning of all this where I was able to use my phone, but not in or after a rain. 

  Then there was a time where I was able to make outgoing calls , but not receive incoming calls. 

  And there was a time where I completely couldnt use my phone.

  At this point, I havent given out my landline number to any school/ company/ friend/ family etc.  that may need to contact me, because of the unreliability of my service. And I had to give out my cellphone number, which was private until now!

  I am very very frustrated! And this company is nasty! ?? 

   

  Regarding contacting windstream, one of the many times I called telzeq, one of their employees gave me windstreams number and said I should contact them for technical support. I had no idea who Im calling and have never heard of that company before. 

  Interestingly enough, that was the only time I got an email from telzeq angrily asking why I contacted windstream. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/30/2023

  After providing call records showing that the customer had service, and actually made numerous calls totaling thousands upon thousands of minutes all these months, we are not sure what we are supposed to further answer or clarify.

   

  Nevertheless, as they have been a long time customer, we will give them a full month of credit.

  Customer response

  04/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I appreciate that, but still not satisfied.

   Hope you learn to have some customers service and treat your customers like decent human beings.

   

   

  
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

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