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Longview-Kilgore Cable complaints

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711 North High Street
Longview, TX 75601 | Get Directions

(501) 244-4400

http://www.longviewcabletv.com

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Total Amount in Dispute:
$129.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Longview-Kilgore Cable closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Longview-Kilgore Cable

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3/5/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $128.85 Amount Settled: $0.00

Customer Complaint

1/6/2023

Canceled contract early due to poor service. Was charged $674.47. Was told that if I paid every month I would not be sent to collections. I have fulfilled my end by paying every month towards that balance Faithfully. I was sent to collections anyway and charged $128.85. I don't dispute the overall amount but I do dispute The Collection fee. Resolution Sought To have the $128.85 removed from my account and the account to be taken out of collections.

Company Response

2/21/2023

The account that reported to your organization is under a different name and took some time to locate. The account is under account 231706-02. The complainant signed a two year agreement for Extreme package at $79.95 per month and choose to lease a modem from us at a rate of $11.95 per month. The agreement period went from April 20, 2021 to end May 13, 2023. Complainant disconnected service on August 8, 2022. In regards to service issues, there is one service workorder dated September 4, 2021 due to a short outage in the area and was credited for that inconvenience. The other service workorder on the account was June 23, 2022 and that was resolved with exchanged the modem. Due to ending service prior to the end of the agreement, an applicable Early Termination Fee was applied that is equivalent to paying out the service to the end date. The ETF was applied on 9-7-22 at $719.55. When this amount was turned over to collections, a 26% fee is applicable. There were payments made towards the account in the increments below. 10/9/22 - $50 10/20/22 - $50 11/9/22 - $50 11/16/22 - $30 1/4/23 - $50 At this time, the complainantt would work with the collections agency to resolve the debt. Any payments made to the collections company would be reported to our company for credit to the account. Thank you

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