After 15 months, Clayton family finally gets money back after Troubleshooter steps in
CLAYTON, N.C. (WTVD) -- What started as a routine utility project turned into a 15-month headache for a Clayton family until Troubleshooter Diane Wilson stepped in to help.
Mark Farmer said the trouble began in January 2025, when a contractor working for Brightspeed came to install a fiber-optic line in his yard.
"They didn't mark the yard or nothing," he said.
Farmer said there were no markings to indicate where underground lines were located, something he immediately flagged to the crew.
"I said, it can't go there because I know I have a shallow line through there," Farmer said. " So they could have come straight through there and never hit my line."
However, on installation day, Farmer said the contractor moved it right back to the original spot he warned them about and cut his electrical line that runs from his well to his home.
"My wife called me, 'We ain't got no water.' What do you mean we have no water?" Farmer recalled.
Farmer said they had no choice but to call an electrician to fix the line, which cost them more than $650. The Farmers said they reported the issue to Brightspeed right away, but months went by with no resolution.
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"People were telling us they're going to get it straight ... but never did and just went dead," Farmer said.
After more than a year of waiting, the family reached out to Troubleshooter Diane Wilson, and she got in touch with Brightspeed.
Farmer said they heard from Brightspeed right away.
"When she said they were bringing the check, and I said there ain't no way that to move that fast, and they only moved because of you," Farmer told the Troubleshooter. "Only because of you was why they got in contact with the contractor, and the contractor brought us that check."
The contractor delivered a check covering the full cost of the repair.
"It was just a blessing to get the money back in our hands," Farmer added.
Brightspeed provided a statement that said in part, "We're very sorry she experienced a delay in the resolution of her claim, and we have provided her with direct contact information for our Customer Advocacy Group should Ms. Farmer have any additional questions or need further assistance. While researching her case, we identified that a delay occurred due to a claim processing error on the part of a third-party vendor. We have taken steps to address it internally to help prevent similar issues in the future."
