J. Doyle Backhoe Service

Altice has contacted the customer on regarding this complaint, as she had also filed this same complaint with the [redacted] ***The customer was advised that this is our disconnection policyWhile the customer does not agree with this policy, customer understands our positionOn 1016, Altice left a message with regards to this complaint stating our position had not changed, and this is our policy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: A credit was issued In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

An Optimum specialist attempted to reach [redacted] on Phone attempts were unsuccessfulA letter was sent with our direct contact informationIn reviewing the account a disconnection was placed effective on The account was prorated for the remainder of the bill cycle A refund was issued to the customer in the amount $

Suddenlink has received [redacted] ***'s complaint in regards to equipment charges and a request for a refund.In order to properly address her concerns we would like to speak to [redacted] about her concernsWe have made multiple attempts to reach [redacted] ***, but have been unsuccessfulWe are sending a letter to [redacted] with our contact information and ask that if she would like further assistance to reach out to us at her earliest convenience.We trust we have satisfied our obligations to this complaint

Suddenlink has received [redacted] ***’s complaint regarding our field escalation processAccording to our records, [redacted] contacted Suddenlink on several occasions having issues with his internet services Techs came out however stated maintenance techs had to come out to resolve the issue Suddenlink sent a tech out on Suddenlink attempted to contact [redacted] *** on in regards to his issues however we were unsuccessful; Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: No one has contacted me I never gave the ok to add show time or sports package I did upgrade after my install to include game network and nick channel that was the extent of it never asked for showtime or sports package In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I totally disagree with their policy I believe the policy is tainted and twisted in favor of the corporation I believe the policy is meant to be a penalty for consumers who leave Suddenlink The problem that I have is that the representative I spoke to regarding cancellation did not, as I recall, advise me of the billing policy at that time Nor did the representative who accepted the equipment advise me of the cancellation policy of Suddenlink Had I been reminded of the policy by either of the representatives, I would likely not have changed subscribers at that time I would like to indicate that a Suddenlink called me yesterday afternoon I was not able to take the call at that time and subsequently returned the call and l left a message No one returned my call Therefore, they do not need to send me a letter telling me they weren't able to contact me Finally, I know they said that their policy allows me to continue to use their program even though I had turned my equipment over to Suddenlink That is ridiculous as I did not and would not since I had already obtained a new service Since I did not use Suddenlink after my cancellation date up until October **, I believe I should be refunded money as a result I do intend to alert the local media in Dallas of these deceptive policies of Suddenlink so that unknowing customers know what can happen if they cancel their services early [redacted]

Suddenlink has received [redacted] s complaint regarding the large amount of spam emails that he is receiving per day from the single user [redacted] [redacted] is requesting that the user be blocked so that he no longer receives emails from this particular user Suddenlink has researched [redacted] s complaint and show that Suddenlink back end team Synronoss is currently in progress of working to a resolution to resolve [redacted] s requestSuddenlink has requested that [redacted] create a folder in his webmail and relocate the spam emails that are coming to his webmail to the new folder createdSuddenlink also requested that [redacted] email copies of what the spam emails that he is requesting in .eml format to the Suddenlink email address [redacted] has been given [redacted] states he would do the above requests but does not want it to interfere with his businessOnce Suddenlink receives the [redacted] format email examples of the spam user’s emails as well as a sub folder with the examples transferred to it, Suddenlink can promptly find a resolution for [redacted] Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

Suddenlink received [redacted] 's complaint in regards to service impairmentThis issue was escalated to the field management team in his area.The field management team reached out to [redacted] and explained credit would be applied for his internet service issues, and we would follow up with the plant manager to resolve these issues as soon as possible.We will follow up with [redacted] after issues are repaired.We trust we have satisfied our obligations in regards to this complaint

On phone call with [redacted] Retention and there was no mention by him to disconnect the serviceIn addition, he was advised that we did not receive a port out request for TN (###-###-####)The customer was provided his balance and our direct telephone number An [redacted] representative spoke to [redacted] again on 1/*/regarding his Revdex.com Rebuttal We reiterated our response to [redacted] based on our investigation and asked if he had any additional concerns [redacted] did not have any additional questions and [redacted] confirmed he had our direct contact information should he have any further concerns

Suddenlink has received [redacted] ’s complaint regarding a billing increase of $per month [redacted] states he did not subscribe to any additional service and did not have notice that his bill would increase per month [redacted] is requesting the $to be waived from his monthly reoccurring billing Suddenlink has researched [redacted] ’s complaint and show that [redacted] ’s internet service increased from $per month to $per monthThis increase is related to Suddenlink’s annual rate increaseSuddenlink advises of potential rate increases on the customer’s billing statement and is also notified at the start of service that the rate given is good for one yearSuddenlink is unable to waive the $increase as this is a legitimate increase in the billingSuddenlink apologizes for any inconvenience this may have caused [redacted] Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

On 5/*/17, [redacted] reached the customer and apologized for any misinformation or inconvenience in this issueAll personnel issues have been handled internally [redacted] also verified that no better promotion was available for this customer at this timeThe customer is satisfied

On 1116, Altice spoke with the customer to advise that their complaint is currently being investigatedFrom - 1116, multiple attempts were made to reach the customer, but the customer did not answerOn 1116, Altice left a message, informing the customer that a credit has been applied for the Service vist fee as well as a service credit in the amount of $The customer has Altice's contact information, should they have any further concerns

In his Revdex.com complaint, [redacted] states he was promised Optimum would pay his [redacted] ETF (early termination fee) [redacted] installed Internet service (OOL) in May and accepted a 1-year promotion, ending on On 313, he upgraded his service and was offered a “Winback Promotional Video Offer” which he accepted The Winback offer required him to provide a copy of his active bill from his current provider, which he gave to the Optimum technician This promotion expired on No further contact by [redacted] was made regarding an ETF until the account was disconnected and assigned to collections on (Optimum’s 3rd party collection agencies will report account balances of $or greater that have been written-off to the major credit bureaus) On 1216, an Optimum Specialist spoke to [redacted] to reiterate what he was told on 12/*/Optimum does not offer residential contracts and our customer can cancel without penalty [redacted] has been provided our direct contact information

On Februrary 28th, 2017, a representative of Optimum contacted MrsStanley in response to the complaint Our representative educated MrsStanley on the new Terms of Service and answered her questionsAfter review, a customer service representative incorrectly advised the customer that the bill would be voidedInternal measures will be taken to address this representatives actionsAs per our terms of service, the customer is still responsible for the bill as Optimum does not pro-rate for disconnecting in the middle of a billing cycle and bills on a month to month basisOptimum, like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access to our high-quality products for the entirety of their monthly service period We take customer communication of policy changes very seriously, and communicated to our customers in various ways for two billing cycles prior to the change, including: prominent and colorful messaging via banners on the front page and remit slip of the bill; a detailed explanatory bill message with a web link to the new Terms of Service effective on October 10th; and additional email messaging for electronic billing customers directing them to read the bill for updates.In addition, when a customer calls to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service period For customers who choose to disconnect their service early and return their equipment, they can still continue to use our out-of-home services, such as: the TV to Go networks that they can watch on their mobile devices; Optimum WiFi’s more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and Newsday.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Suddenlink received [redacted] complaint regarding the DVR equipment charge in write off status Suddenlink has researched [redacted] account and concluded that [redacted] returned the DVR to the local office and did not obtain a receipt [redacted] did not have a disconnection set up so Suddenlink local office was awaiting the process to fulfill to have a disconnection set up and [redacted] had to leave the local office to head out of town Suddenlink has marked the DVR equipment into lost status and the credit of $will be applied to the balance in write off status in collections within 24-hours from Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

Altice USA, Inc. (“Altice”) is the parent company of Suddenlink Communications and is responding on its behalf. Suddenlink investigated [redacted] ’ former account; after verifying the interaction of service order. Suddenlink credit the activation fee of $100.00 as well as installation fee... of $10 and first month charge. The former account has a 0 balance with Suddenlink. Suddenlink was unable to neither make contact with [redacted] nor leave a message being that voicemail wasn’t setup. A no contact letter will be sent to [redacted] . Suddenlink trusts that we have satisfied our obligation to this complaint and no further contact is necessary.

On 1115, Cablevision’s Corporate Executive Customer Relations (CECR) contacted [redacted] and advised that on 1115, Cablevision experienced an outage affecting several channelsCECR apologized for the experience and assured [redacted] that Cablevision promptly resolved the outage within several hours after it beganA one-time $credit was offered, however, [redacted] declined the credit offer

We are in receipt of the BBB complaint (“Complaint”). Altice USA, Inc. (“Altice”) is the parent company of Suddenlink Communications and is responding on its behalf.In his complaint, [redacted] states his dissatisfaction with Suddenlink’s monthly subscription policy as explained in its Residential... Services Agreement. In addition, [redacted] request that Suddenlink retroactive the account to September ** or October [redacted] when he verbally requested the disconnection. Suddenlink, like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access to our high-quality products for the entirety of their monthly service period. We take customer communication of policy changes very seriously, and communicated to our customers in advance to the change by means including a detailed explanatory bill message with a web link to the new Terms of Service effective on May **, additional email messaging for electronic billing customers directing them to read the bill for updates, and periodic reminders on customer’s bills. In addition, when a customer contacts Suddenlink to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service period. For customers who choose to disconnect their service early and return their equipment, they can still continue to use our out-of-home services, such as: Suddenlink2Go networks that they can watch on their mobile devices and Suddenlink e-mail.In response to his complaint, [redacted] contacted Suddenlink on September ** to disconnect the account. [redacted] billing period at the time of call was September ** thru October **. As stated in the Residential Service agreement, service cancellations are effective on the last day of the then-current billing period. For more details, please visit [redacted] Suddenlink stands by its policy.Suddenlink attempted to reach [redacted] , however was unsuccessful. A No Contact Letter will be sent to [redacted] . We trust that we have satisfied our obligations with respect to this complaint. If you have any additional question, please feel free to contact me at ###-###-####.