ComplaintsforBolt Fiber Optic
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Complaint Details
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Initial Complaint
12/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I *************************** want to resolve and issue with bolt fiberoptic. I was charged on auto pay from January 2023 to April 2023 and then nothing after. December 2023 my service was cut off. So I made a phone call to bolt and I was connected with a lady saying my service was disconnected because they had a system update and lost everyone's info and they I needed to pay $728.59 to continue my service. I was not notified through phone call, email or postal mail letting me know of an system update to reapply for auto pay for the following bill for March 2023 onto December 2023. I was then sent and email after disconnecting with the lady who represented bolt I then received and email that my bill was now $728.59. I'm writing a complaint to resolve this issue and to continue my service back to the original payment. *************************** December 25,2023 *************Business response
01/11/2024
I apologize for the delay in responding to this complaint. I believe the contact information held by the BBB is outdated. Please send future correspondence to ***************************** at ***************************************.
BOLT Fiber Optic Services underwent a software conversion last spring. Unfortunately, the conversion resulted in auto draft accounts not being paid. BOLT was aware of this and took multiple steps to inform our customers of the need to re-enroll. The attached file was a postcard that was mailed directly to each customers' home. In addition, notes were placed on customers' monthly bills, "alert" banners were added to our website, and multiple posts were made on social media. Samples have been provided. I have also included a redacted version of one of ************************ monthly statements showing the alert and a QR code to assist with auto-pay re-enrollment.
To resolve, ******************** needs to contact our member services department at 844-256-BOLT. We are offering payment arrangements
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.