ComplaintsforUSFamily.Net/Velocity Telephone, Inc.
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Complaint Details
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Initial Complaint
01/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I've used US Family for internet service for 15 or so years. We moved Sep 1, 2021 to a condo where internet service is provided. Us family service was canceled as of Sep 1. I'm owed a refund for 3 months of pre-paid service. They have repeatedly said they would send a check and haven't. After one call they said they would credit my credit card on which the original charge was processed. Refund due is $45.00-not a lot of money but others should be made aware of the way they do business.Business response
01/10/2022
The customer contacted us about a refund and it wasn’t handled in the time frame it originally should have been. However, once we did send a refund, we found that we had the wrong address. We received the corrected address after the customer called in November to inquire about the refund again. At this time we had attempted to refund the credit card that was associated with the account. However, being that the account had been disabled for more than a month, the system purged all card data associated with the account. Therefore, it was placed back in the billing queue to have a check reissued. Unfortunately, the request fell between the cracks and didn’t get handled in a timely fashion once it was re-queued.
As of Friday, January 7th, 2022, we have issued a new check (#12974) in the amount of $44.97. I have also emailed this information out to the customer so that they are also aware.Customer response
01/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16425651, and find that this resolution is satisfactory to me.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.