Complaints

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for my sister's internet services at a completely different location than mine. I simply called in to have it corrected as I was sure it was a mistake. When I called the General Manager ****** ******* answered with an attitude to tell me my account was just a mess. Mind you shes the one who I've always delt with and who set my accounts up. How they got my card information on someone else's account I don't know. I had my two-year-old with me who had started to whine a little in the background (nothing bad). She told me "Can you get rid of that crying child its really starting to get on my nerves" My response was Excuse me? She then hung up on me. I called back requesting to speak to someone else. She refused and said now that you got rid of the child Ill deal with you. I demanded someone else where I was told I was out of luck that she ran the place. I have reached out to the owner and called twice to speak to him with no response. I have 4 accounts with them I said I would cancel she responded with I dont care go ahead. This is extremely unproffessional and I am disgusted with how myself and my toddler were treated.

  

  Business response

  03/04/2024

  Ms ***** gave us the corresponding cards to charge for the 4 separate accounts she has with us. We simply enter the card number that is provided on a submitted form that the client fills out and submits to us. We have no way of knowing that  the information provided is incorrect for the corresponding account, nor do we have a way of obtaining the information unless provided by the client.As far as the telephone conversation, the words are not correctly relayed but attached is an email that was sent to the claimant, as well as the owner and office manager, immediately following the conversation.Ms. *****,If you are not cancelling service, we need to get a Change of Responsibility form filled out and signed for whoever lives at***** ******* *** and ***** ******* ***.I need:Full Legal NameAddressPhone NumberEmail AddressDriver’s License NumberI will complete the form and email to the responsible party at the current address.In regards to our two telephone conversations, I had a poor choice of words when I said “when you get rid of the baby”, what I should have said “is when we can converse without the interference”. I was irritated because you had just emailed at 9:01a, and while I was in the process of trying fix your issue, you called in at 9:14a expecting an answer that I hadn’t had the time to get for you…so my apologies that it caused the situation to get out of hand.Thank you,****** FortuneB2x Online, Inc*** **** ********* *** ********** ******** *****phone: ###-###-####*********: ###-###-####****************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called B2X Online to ask when service would be restored. The service had been out for 4 1/2 days at this point and had been told it was to have been restored the prior day. I asked to speak with the owner or manager and a woman answered after being on hold. I did not get her name, but she said she was the manager. She started the conversation being combative, and told me that she would not allow me to talk over her. I allowed her to speak and I began to ask questions concerning the structure of the company, mainly how many tower techs were employed. She became more combative and told me it wasn’t my concern. I just wanted an honest answer concerning restoring the service. She went on to say the tower techs had gone to the pole and could not reach it because of vegetation. I told her i could see a pole and there was nothing around it. At that point she said she wasn’t going to listen to this and said If you don’t want our service just let me know! She then hung up on me. How does a company have a person like that as a manager? After reading complaints on this site, I wish we had an alternative.

  

  Business response

  07/18/2023

  July 18, 2023To Respond to the complaint.  The location in quest is located in ******* ********.  This site serves a very rural location and mounted on existing Farm Silo.  The customer is aware of the transmission location and how to get to the location.  The account holder is very aware of the surrounding and what is needed to provide service in that area.  July 13th the site took a lightning strike and it destroyed the equipment providing them internet service.  This location serves 3 people and also links to a secondary remote site providing the customer in question.  The secondary site provides 3 more people service. We went to the site and assessed the problem and removed the equipment and brought It back to the shop for repair or replace.  After returning to the shop, we were unable to get the equipment repaired until late Friday afternoon.  This was too late to go to the site to reinstall the equipment.  We call all of the people that were affected by the service outage and told them that it would be Monday before we could return with the equipment.  The Weekend the weather and storms caused more outages and the internal staff and external field crews worked all weekend.  Monday came and we were still trying to all of the service restored.  I had the internal tech staff alert the ******* effected area that we will not be able to make it on Monday but would have the service restore on Tuesday.  Tuesday morning, we replaced the equipment and the service is restored.  The customer writing the complaint did get a call form us on the day stated above.  On Monday they called in and were wanted to know our internal working of the company and why the service was not restored.  The man became belligerent and hateful to our internal customer service reps.  The customer called back and repeated the same conversation with my tech staff.  Additionally, to the operations manager.  B2X wants to provide service to the customers. We want to make sure the service is reliable and stable.  The equipment had failed and it needed to be repair or replaced and that takes time.  Our staff worked all weekend repairing and correcting issues all weekend.  Even if the equipment was replaced at the customer’s transmitter site, they may not have service due to the other outages in the service area.  As the customer saw it, we were not fixing his issue.  When in fact were fixing the issues that would prevent him and many other from receiving service, but we were not at his site.  How do you explain to a customer that there are many moving parts to a network system, if a major point is down, fixing an end point will not bring there service back online.  If B2X was not as skilled and staffed as we are, the service would still be down and many customers would still be without service.  Additional Comments, the customer requested a credit for lack of service.  His account was given credit.Below are notes from the account: 7/14/2023 8:45:41 AM - *****: Cust called about not having service; tower is down at the moment and transferred cust to tech support7/14/2023 9:00:30 AM - ****: Told customer of tower issue, told him tower crew has been dispatched but no time estimate.7/17/2023 10:27:33 AM - *****: I had a missed called from customer; I called bk and left vm. Not sure if she was calling about not having service. I did advise her in vm that service should be back up this afternoon.7/18/2023 8:18:08 AM - *****: customer called in very upset that internet is still out. She would not let me get one word in and kept talking over me, she decided she wanted to hold for the owner or Manager and finally hung up. Then husband has called back demanding to speak with a "higher up" that could give him answers. ***** transferred to ******.7/18/2023 8:51:35 AM - ******: spoke with customer husband at great length and very heated; he didn't want to listen to what I had to say until I told him he called for answers he needed to listen to what they were. After going round and round I told him I was not going to keep going at it like this and disconnected the call.

  Customer response

  07/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ****

• Initial Complaint

  07/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  B2X claims to have a weekend 'on call technician'. This is not true. There is no 'on call technician' who returns calls after hours or on weekends. I have had this service since moving to this address in 2019. This is the only service available at this address at this time. Multiple connectivity issues. Multiple after hours issues. Never a return call until regular business days. This is false advertising.

  

  Business response

  08/16/2022

  B2X does have a weekend on call technician that replies to voice mails if it is a solution that can be resolved through a phone call. If no trouble is detected that can be resolved through a phone call then they wait until the next business day. If B2X is experiencing outages, there is a recorded message that states where we are experiencing outages and these customers are not called back due to the large call volume and time constraints.In this particular case we have no call log record that a call was placed from her number to ours until Monday, 07/25/22 12:42pm and we had a repair person at her home by 2pm. The trouble was at the customers house as per the notes:7/25/2022 2:17:23 PM - *****: Found that the ethernet going into lightning suppression was yanked out and mess the port up so it would no longer hold the ethernet in replaced lightning suppression with new one customer up and going mention to customer that she has some trees blocking her signal and it has degraded since we’ve done the upgrade she will get with her lawn service and see if they can get them out the way

*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. ↩