Quantum Fiber

9/21 cancelled services
9/23 -9/25 returned ALL equipment at the same time I returned an iPhone to T Mobile I kept tracking numbers in my inbox at home (physical)
11/2 I was cleaning my house and office, went through my inbox and since it had been well over the 30 days that Quantum said I would be charged AND I looked at my account online and it was CLOSED with no balance I shredded the tracking numbers (same with T Mobile because account closed, no balance)
11/6- My account is charged $596 for equipment not returned. I called Quantum right away that morning.

This representative was not helpful other than telling me he cannot help me at all without a tracking #. At first, he did say that it was returned but missing a pod. Then it sounded like maybe it was all of it but either way he couldnt do anything without a tracking #. This is when I started researching my emails there are 2 by the way and I believe the return label was sent to my new email (cararoland40@***.com).

The one on the account is caradolezal@***.com. I researched my emails I am very good at deleting my emails when I believe they are resolved. My deleted items are set up to permanently deleted after 30 days so I could not pull up tracking. When I got home that evening, I searched everything in my office just to make sure I didnt have the tracking anywhere.

I called UPS and UPS told me Quantum must pull the tracking because it was paid for on their account. So, I called again and spoke to a woman for a while she was very difficult to understand but said she found the package and I just didnt get credit for everything and that she would refund me the full amount of $596. She also gave me a confirmation/ Case # 0466**** and that I would see refund in 3-5 business days. I was happy with her service and the resolution.
11/13- chatted with Quantum about my credit and they agent (Conrado) just continued to tell me that he needed the tracking # in order look into anything for me and that even though I was told I was issued a refund I was not unless I provide tracking #.

I tried repeatedly to explain what she said and the circumstances around the tracking # and he kept responding that he understood and to provide tracking #. Super frustrating and got nowhere another hour wasted. 4.5 hours of my time at this point.
11/14- I still do not see the credit, so I call Quantum back again and he said that he cannot see any tracking labels sent to either email address which is curious because I have requested labels 2 more times since 11/6 to see how they came over, from what email, etc. He said only UPS can provide the information I just need to get the right person otherwise he cannot help me?

I call UPS again and go from person to person and ask for a supervisor no when can provide me this information except for Quantum. 6.5 hours of my time at this point.

It has been two months since I signed up and still no installation of the underground wires. The communication within this company is nonexistent.

I rescheduled the installation of the wires being buried in the ground on July 11, 2024. Since then, on four different occasions, I have had technicians come to my house to install and connect to the service. All four times, they could not because there were no wires to connect to. Each time you get a text in regard to your appointment, you are under the impression that it's for the wires being buried in the ground.

It's not!

Even the employees of this company cannot understand how this keeps going wrong. It's a waste of their time and mine.

Modem, pods, and router keep failing approx once a month. I have to call to get a tech out to the house to verify the problem and it takes 1-2 WEEKS to come out, They stood up their appointment with no notification.

When I beg the company for assistance I am met with resistance and a ton of passing the blame and I cant do anything furthers. If you are a company thats wants to see what not to do for their customers listen to all my phone calls and texts. Still 6 months, have not heard from anyone.

I call at least once a month each time I get told someone will reach out. No one does, my internet is still out this month