Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled internet service with Service Electric as of April 20, 2023. They continue to withdraw an arbitrary amount of $53.63 from my checking account monthly, then sending me a refund check afterwards as I owe them nothing. Two phone calls and an online complaint have not solved this. I did return my modem and have a receipt for that. Account *************** which they no longer have record of. Address for ******** ****, Glenmoore, PA.

  Business Response

  Date: 09/20/2023

  September 11, 2023 
  
  Dear ******* *******: 

  Service Electric is not withdrawing money from *** ******* bank account. 
  

  Alternatively, *** ******** seems to have some type of automated banking that is sending us a payment each month. Which we then have to return to her. 
  Our recommendation is to reach out to the bank to ask them to stop sending us payments which we are not requesting. 
  

  We are no longer, supplying her with services, equipment, or billing as the account has been closed since April 28, 2023. 
  

  Respectfully, 
  Office Manager 

• Initial Complaint

  Date:08/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and tried to get cable and internet with service electric after going thru every step of the application and all my preferences that I wanted rote at the end when they were about to tell me a day they would b coming to hook up they tell me I owe them $400 from a previous account and not returning equipment at the time of disconnection of service n that i owed to them from over 15 years ago so they say that needs to be paid off before they can hook up service then they began to ask if there was any other people living in my house that was over 18 and that they needed all thete names and if anyone else in ur house owes money to them they would have to pay theirs too or I wouldn't b able to get service in my name and I don't understand how that makes sense that if I'm getting service hooked up in my name at an address I live at how can they say I'm responsible for what someone else may owe them I could understand being responsible fir what I owe but to say I'm responsible for what someone else may owe them has nothing to do with me

  Business Response

  Date: 09/01/2022

  Hello,

  This is not a customer of ******************************************* Cable TV.  Please send to Service Electric Cablevision.

  Thank you,

  ***************************

  Business Response

  Date: 09/08/2022

  Tell us why here...

  If a balance is owed on an account, we reserve the right to collect that full balance before any additional services can be offered.  We will not service an address where adults over the age of 18 owe on a previous account without it being paid in full or reasonable agreed upon payment arrangements are made between parties.

  Once a balance is paid in full the account becomes in good standing and any services can then be hooked up.
  
  

  Customer Answer

  Date: 09/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  I put this complaint in awhile ago when I tried to get service hooked up at an address I was living with my roomatw and then after I left and moved to a new address my roommate went to get service at her place and they took a $300 including a $61 reconnection fee even tho she owed this from 15 years ago and told her she would get service hooked back up but then when they seen I put a complaint in they called her back n told her they wouldn't hook up service to her house until I paid my balance even tho I no longer live there they treat there customers like thiefs and act like you owe the money to them personally I've never been treated so poorly as a customer before they took her money and lied to her and they are hoding her responsible for my bill that I owe they have been nothing but ignorant n disrespectful 

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For at least the past 12 months, if not longer, the Internet on my road goes between ~5 to 30 times per day. These outages can last anywhere from seconds to 15+ minutes. I have called and left several complaints. Service persons have been out to my house at least twice. We have a Christmas party every year for the block and everyone at the party 8 months ago said they were having the same issues. My internet is not working this very moment. I am on mobile data. I texted my neighbor and she said they are experiencing the same outage and agrees this keeps happening for no reason and we get no explanation from our ISP and no bill compensation. If I'm only getting 75% up time, my bill shouldn't be $100. It should be $75. This is absolutely ridiculous. Working from home makes us look embarrassing.

  Business Response

  Date: 08/17/2022

  We have been out on 2 calls to **************'s residence in the last year.  February 21, 2022 - we made some modifications to his outside cable and have not heard from until recently on August 4th. We found no issues on the outside and attempted to access the residence - however he was not home.  We called both telephone numbers that we have for him and also sent an email requesting to set up the trouble ticket but when we had no response we went and checked outside.  We never received a reply until 8/15/2022 when he called into the office in reference to this complaint.  Again we requested to get inside to check his service but were refused.

  At this point there is nothing further we can do if we cannot gain access to check inside. No credit will be issued until we find a problem and resolve it for him.  Customer is using his own modem device so it is difficult for us to trouble shoot that.  It is only bonding 16 X 4 and we bond 24 X 8. We use 3.1 ****** modems - his is a 3.0 ****** I am not sure if his modem is capable of getting the 300 megs that he subscribes to.  We don't know if he is using any time of wireless device.
  

  We found an issue in July that was causing area issues and resolved that.   He mentions that his neighbors are complaining.  Since we fixed the problem we have not had any further calls from anyone in that area.  It would be great if we can check his connections on the inside of his residence to make sure something isn't wrong inside.

  Business Response

  Date: 09/02/2022

  We have not heard from ************* since our last attempted trouble call.  We are contacting him to schedule to get inside the home and check everything out so we can make sure his service is as it should be.

  Customer Answer

  Date: 09/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I was unaware a response had been issued.  I did receive an email but wasn't aware of it due to an overcrowded inbox, if that makes sense.  

  
  

  My ISP finally sent a technician out after months and months and months of asking and explaining our internet service had been for about a year.  Technicians came to the house several times and found no issue.  Once they started working on the line, as per my request, they... according to the technician....replaced bad parts.  This is what I had been asking them to do for months.  Many of my neighbors have complained and said the issue was unresolved.  

  
  

  In my complaint, the ISP responded by saying they won't even look at bill credits unless they find an issue that they are responsible for.  My internet is fine now that they've replaced the parts, as is my neighbors.  They are now requesting access to my home to make sure my service is running.  The technician that fixed the line told me he didn't need to access my home because I informed him my internet was up and running.  I believe this is an attempt by my ISP to avoid taking responsibility and/or fault for providing extremely poor service. 

  
  

  I humbly request my ticket/complaint be reopened.

  
  Regards,
  
  *********** *****

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to a service electric agent requiring about my bill because it was higher than usual for this month. I currently receive an affordability care plan credit with them which gives my $30 off my payment. However, they told me that it was transferred to another company. I have never had any other company my acp should not have been transferred. I would like them to adjust my bill to the $65.95 like it should be.

  Business Response

  Date: 08/10/2022

  UUSAC - The government program that provides the ACP credits sent report showing that *****'s ACP credit was transferred out of Service Electric Cablevision Inc to another provider on May 26, 2022.  Therefore, we had to remove his credit from his internet account with SECV.  He requested us to transfer his credit back to SECV on 7/20/2022 and we performed the transfer of benefits bask to SECV and he was approved.  His credit was added for the month of July effective his billing date o July 23, 2022 and he has been getting his credit since.  There is nothing SECV can do to recover his May or June credit.  Those went to another provider that he has.  There is no way SECV can determine who received that credit.  He has some type of government benefit that got those months' credits.  SECV does not control who takes the credits - we can only respond and remove credits when the government is telling us that it was transferred out to another provider.

  Customer Answer

  Date: 08/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************