Complaint Review: SpeedConnect - Frankenmuth Michigan

Have been a customer since February 2012.  Service has been better than dial-up but certainly not high speed.  In October of 2017 we were not able to connect for the umteenth time and I called as to what the issue was.  Our payments are all on time and come directly out of our account.  The rep apologized and clicked a few buttons after the obligatory unplug unit, wait, plug back in...is it any better?  Well no.  We were without internet for several days.  Finally after a few other calls it was "fixed."

Within a week, I needed to call again.  All of our computers, ipad and smart phones could not see any wi-fi connection.  In November I began to research alternate providers.  I called SpeedConnect and told them that if they could not correct I would be looking elsewhere else.  Also asked if I would be compensated for all time not connected.  They would take under advisement.  I'd have to request it.

In December I paid my bill by the 10th and then on the 21st found another company for my internet.  I called SpeedConnect to disconnect and was told that I'd have to pay $150 for disconnection fee. (2 year contract)  I did not do a contract that I was aware of and was told that when I  upgraded to higher data that "renewed" a contract.  I would be one and half months away from date.  I did not sign anything and was not only annoyed but incenses as I'd paid ahead and was still stung for additional fee.

I was told to email the accounts manager as the rep in Frankenmuth was not authorized to make any corrections.  I did and called, but he was on vacation.  I received a "To Whom it May Concern" email that I now had a reference number.  I called again and asked what was going on.... Was told that because I did not have anyone out to my home to fix the problem, I would need to pay the fee.  I told him that they would "fix" it from the office.  No one volunteered to make a home call.  

I then got a call that said if I returned the router to the local drop off place, that I would be set and not liable for the additonal fee.  I immediately returned the router and within the month received a bill for $150.  I made another call and email and thought the issue was resolved.  Today, I find that I've been turned over to a collection agency.

I am 70 and husband is 77.  We were loyal customers and have not made an issue of poor service until we had little to no service.  I feel that SpeedConnect is running a scam.  Each time I've called there has been a robo message indicating areas that were temporarilly not functioning.  Now I go to the website and it appears as though SpeedConnect is leaving Michigan and all bills are now to be paid to a bank in Indiana.  What is going on?

The message that says for security, this phone call may be recorded....well now they don't seem to have any records for me.  Convenient.