VEXUS FIBER

NTS salesman mislead customer.
NTS salesman came into my office selling business phone, FAX, and internet service. I had service with suddenlink for $228 per month. I told the salesman if he could beat or match what I was paying I would change. In a nutshell he quoted me $215. I clearly asked him about taxes and fees because I did not want my budget to change. He told me it would be about the $215 give or take a little. My first bill was for almost $700 I began complaining. NTS kept telling me the first bill was for a month and a half of service. I responded that the math did not add up and would like to resolve the situation, and I would pay $300 a month to pay down the $700 bill I had received even though I did not feel I owed it. After a few months I get an excuse that the billing system had changed and NTS was having trouble reconstructing the bill. After three years of trying to deal with this situation they have now they have informed me that my $215 service that was quoted to me costs $317 after taxes and fees, and I must pay the difference. Does not matter what the salesman told me and that I must pay the difference. I would not do business with this company.

Due to poor NTS Internet services, our business wouldn't often get online orders timely and we have been denied a change of the contract terms
Our business, Le *** is a dine-in restaurant located in Hammond, Louisiana. As we open the business in August, 2017, we signed a 3-year contract with NTS Communications for a bundled service of two landline phones and internet.

Since we subscribed to the "Waitr" food carry-out & delivery services, we have been experiencing unexpected occurrences of poor internet connectivity. The internet is not an indispensable component of food preparation itself, but it is a crucial that we receive online orders through "Waitr" in real time so we can have ordered food ready in a timely manner. However, more often than not, we would not get any orders through "Waitr" in real time. That happens when the internet is unusually slow or down. Then we will get a number of orders all at once when the internet is back on or its speed goes back to normal.

We did not contact the right away because it could be a temporary issue. But it was not. So I contacted their local sales rep in Hammond, Mr. *** through text on November 14, 2018. But no response.

On November 15, 2018, I texted Mr. *** again asking him to have an NTS representative contact me. This time he responded. He just copied and pasted an NTS link.

The same day, I contacted the NTS but was not able to speak to someone who would willingly help. I was told first that they monitor internet signal and see nothing wrong. Another person recommended that we upgrade the internet speed. Lastly my call was transferred to their legal department and the person on the line said that they are not responsible for any technical issues. Basically I was given a runaround with no help.

I texted Mr. Given again that we have no choice but to switch to another internet service provider simply because NTS internet service has not met our expectation. I also wrote to him that in good faith we would honor the current contract by continuing to use the two landline phones. No response from him since then.

On Dec. 7, 2018, Ms. an NTS accounting manager, called me and said NTS would do whatever it could to help us avoid the early termination fee for switching to other internet service provider. I thanked her for the offer and told her that the two existing phone lines will remain unchanged

On Jan. 10, 2019, 1:10 PM I called the NTS to resolve the exiting bill issue. The bill amount was the same even when NTS internet is no longer used. Ms. said they had a new service agreement and sent me a copy via email

On Jan. 11, 2019, Upon review of the copy, I discovered their new service agreement still charges the same amount per month even though I would no longer use their internet service. I called Ms. office twice around 9:30 and 10:10 in the morning to no avail.

Jan. 11, 2019, right after 4:00 PM, Ms. returned my early calls and said we would still be charged the same amount, regardless of whether we use their internet services. She said that's because we would lose all discounts made available for the bundled services. I asked her to give me this list of all discounts we would be no longer qualified for and also demanded to show how the sum total of discounts we lose amounts exactly to the charge for the internet service. She could not provide any information or explanations. She said she would contact me again in about a week because she would need approval from her superior.

Jan. 16, 2019 she called me and offered a repair work at no charge. But I declined the offer because it was too late. I told her it was totally irresponsible to make such an offer at this time because we have already stopped using their internet. I think it's a Catch 22 if you ***'t pay a full amount of the bill, you will be charged early termination fee which is the current bill times remaining months on contract. To avoid termination fee, you pay the full amount regardless of the service we use. It's unethical business practice!

Failed to complete installation service
When services were transferred to our new house the techs did not bury the cable that runs across our backyard. When I asked them when that would be completed, they told me 24-48 hours. I called NTS and told them my issue and got 20 apologies, but no resolution. Apparently NTS uses a third-party contractor to follow their techs and bury the cable. I have been waiting since mid-August 2018 and no one has buried this cable. Very disappointed! Oh, and my bill went up by almost $30. NTS shouldn't be able to bill their customers until the job is complete. The cable service isn't that good anyway.

Terrible customer service *** rep is no help and
Can't fix Billings no problems and service problems. I pay for caller Id and it don't work a
Billing and service I'm being charged for they are not providing

Revdex.com received the following written complaint - "I been using NTS for more than 20 years, every time I do Contract with them the Bill comes different from what they promise me. I call they put you on Hold for a long time or htey say someone will call you Back Never did. Then you give up. I had several times have No Internet I call then they say we are Down in your area and they don't tell us so we will be prepared not to use the Credit Card Machine. before Last Contract they said if you sign New Contract we will lower the price 10$ I said ok. I signed the Contract. When I received the Bill I found out That they covered the Bill but the took features out from the service what do you call This its cheeting. They said if you want to add it it will be more charge. I said its ok I Don't Need the Features but who doesn't have Call Waiting at least. Now Last time they said will give good price if we do New Contract and we will charge you 66$ and you do Contract for 3 years. I sgined the Contract but when teh Bill came it was 101.00$. I was paying 95$ with No Contract with Contract 101.00 They lied to do the Contract. I changed service to Suddenlink and I am paying 78.00"

4-19-18 called to have cable service disconnected; service was shut off. 5-10-18 billed for entire month; would not prorate bill
4-19-18 called to have cable service disconnected we kept internet service and agreed to an increase in the cost of internet. Service was shut off immediately. 5-10-18 billed for entire month even though we only had cable service for 9 days. When I called the representative said they would not prorate the bill and I owed full amount.

I disconnect my internet service with them since first week of February. I had talk to them twice about it that week and when I got a bill that month, I called them again. They tell me that their system just has not updated it will not get the money. I got an automatic bank draft from them every month. But NTS still charged and collected from my bank on February and March with the whole amount of $48.20/month. I talked to them several times (I remembered talking to a person named *** 3X). Last time I talked to them, *** told me that the March charge will be reimbursed to me and that when the disconnection process finished I will be refunded for the month of February. Well it did not happen up to this date 4/18/18. I got a bill again for that will be collected in May for $48.20. This is ridiculous. I asked my bank to stop the payment but my bank said that I will be charged an extra $20 if they will try to collect money from my account. It is very frustrating because you cannot trust the people and this business. They just keep on getting money and I don't know if I will get refunded. I hope you can help me with this matter.

Called NTS in October 17, to cancel service. They continued to bill me for 2 months.
After numerous calls to their office, I was told on 2 occasions that I did not owe anything, Then they turned my into a collection service.

Horrible. TV service is intermittent, pixels and freezes dozens of time a day, especially during prime time. Forty-five minutes on telephone hold to reach NTS, in Lubbock TX, is the norm. Internet drops off line frequently. This service started out pretty well 3 years ago, but has really gotten terrible. I am fed up and dropping their "service" today. Good riddance.

I was told a refund would be issued in 3 months. Its been 7 months and I still have no money. Phone calls apparently do no good.Just get run around.
I had NTS installed in a house we own at 1401 Avenue L in Abernathy, TX. We had it removed in May, 2017. I received a final bill which showed a credit due me of $101.69. I called NTS to see how to go about receiving my money. I was told that a check would be mailed to me in 3 months. After 3 plus months I called NTS to inform them I still did not have my money. I was assured that a check had been cut and would get it in a couple of weeks. Of course in a couple of weeks I still did not have my money. I have called them 11 times and always get excuses such as sorry I don't know what happened. I called two weeks ago and the manager of customer service told me she was going to be in a meeting with the department who makes the checks and she would see if they could go ahead and cut me a check. She promised she would call me back. Did I get a call back? Of course not! I called again yesterday December 20, and the receptionist said she would send an email to that department and let me know what to expect. Did she call me back? Of course not!! This is getting ridiculous! I think I have been pretty patient, but I think it is apparent that they hope I forget about it and they won't ever have to pay me back. At this point they owe me interest! ha!!! It has now been 7 months. My acct # is XXXXXXXXXXX.

NTS Communications is the most inept customer service company in the Lubbock market.
Insult to injury, they now want to charge an expedited service call fee or you'll be without service for an extended period, no fault of your own.
You can go days and weeks without services, yet no discount for the inservice period. Miss a whole weekend and the response is: we do not guarantee your service.

A class-action lawsuit is warranted here.

NTS was unwilling to give a partial refund of monthly billing for repeated interruption of internet service
For aproximately six to seven weeks NTS internet service was intermittent almost daily. Internet worked for only half days most of the time. We made phone calls to NTS when the problem first occurred, but unfortunately did not document all of those calls because the outage was happening at different times of the day, but almost every day. Phone calls did nothing to help the situation so we quit calling. The internet was out entirely from November 9th - November 13th, 2017. When we received the billing for the service, I called on November 16th and asked about a partial credit or reduction in payment and was told by NTS that they typically do not issue credit unless the service is out for at least 24 hours. And they would not be issuing a credit for the 5 day mass outage.

Our property management computer program uses internet to run. Since the internet was almost non-functioning for about seven weeks and completely non-existent for 5 full days, this left us with having to record all hotel tasks (guest check-in/check-out, reservations, housekeeping, maintenance, etc.)manually for about two months.

I have been unable to get a refund from NTS
I cancelled my service in April. NTS owes me a refund of $152.99. I have called each month since June, 2017. Each phone call has resulted in the Customer service stating "they would put in the order" I called again today and received the same statement

I cancelled my service in March and NTS charged my card on file for April. I still have not received my refund and have spoke to them 10 times.
I cancelled my service March 15th and NTS proceeded to charge my card on file for April. I have spoken to them 10 times about refunding me my money and they keep telling me billing only issues checks every quarter. It has been five months and I have still not received my refund. Every time I call them they keep giving me the run around by telling they just sent the money yesterday, or it should have been direct deposited back into your account and saying that they are getting in contact with billing about the issue which is what they said they were going to do a month ago when I called. I have asked to speak with management every time I call and usually the lady I get on the phone says she is the manager, when I ask to speak to her manager she will put me on hold for over 20 minutes and I never get a phone call back. Also, they only document certain things on my file when I call in, they have not documented the people I have talked to and the request of every time I have called.

My mothers' phone is not working. She is elderly, and I check on her daily. She has phone service through NTS Communications out of Lubbock, TX. Unfortunately, AT&T own the phone lines and cannot help without NTS contacting them with a repair order. NTS has come out to the house and verified that the trouble is NOT within the house or the phone itself, rather it is an outside line with AT&T. NTS will not call me back. I called their "computer option only" line, gave my phone # for them to call me back, they will not do so. It has been 2 weeks I have tried to get her phone fixed. Her "lifeline" emergency button depends on phone service, which we still do not have. I am very frustrated and worried that if something does happen to her, she cannot call for help. In this sense, this is most certainly a "potential" life endangering situation. That is the reason I checked "yes" on the health question above. I just want a phone call. I would really love to have her phone fixed, but someone needs to justify to me the long delay and ignoring my calls. Definite consideration will be to move phone service to AT&T, at least they are helpful and answer my calls.
Product_Or_Service: phone service only