Cablevision Systems Corporation

Review: No cable tv service, intermittent internet access. Was told problem is in a neighboring building's yard. Was told we have to obtain access. Equipment is serviced by Cablevision, they should be responsible for obtaining access, not the customer. We are paying for service we are not receiving,Desired Settlement: Cablevision reaches out to their customers in the building where the problem is, obtains access, and resolves issue.

Business

Response:

On 9/*/14, Optimum Field Service was able to gain access to the pole and certify our system on the outside. We spoke to [redacted] to make arrangements for a house visit and advised we need access to the back yard and on 9/*/14, Optimum Field Service was granted access to the backyard. The technician replaced old fittings at the ground block and verified our signal was within specs before he left. On 9[redacted]/14, a [redacted] verified the customer’s satisfaction with the service.

Review: On May [redacted] 2014 we had a house fire lost our home and belongings.

I contacted optimum about this issue they asked for the return of equipment

I had to search the home for the burnt up equipment and they came to pick up.

The guy who came couldn't understand why they would ask me to go retrieve it. He called up optimum himself because he didn't believe it. After this I receive a bill in the mail for 800. Something dollars contacted them said I returned boxes don't understand they emailed back yes we received just disregard. Then on 8/** I have a balance of 93.02

I can't understand if I did not have arrive with them in a few months why I'm being charge they never broke down nothing sent it to a collection agency that's a letter we just revived in the mail that goes on my credit report I need to get a loan to rebuild and they didn't even send a notice in the mail before doing that.

It's not right how they treat people in a situation like this.

It's wrong normal places will notify you on why you need to pay etc.

please help me. I can't believe they would be so cruel without any notification. They know about my fire etc.Desired Settlement: I just don't need anything ruining my credit.

I don't want someone else having to go through this aggravation.

An apology would also be nice.

Business

Response:

Between 08/**/14 – 09/**/14, CECR has been unsuccessful in speaking with [redacted], however, has left messages with our direct contact information. On 09/**/14, an email was sent to [redacted] with our contact information and on 09/**/14, a No Contact

Letter was mailed to [redacted] apologizing for any inconvenience that he has experienced. The letter advised [redacted] that on 05/**/14, he was advised by Customer Service that there is no need to return the equipment and was provided the Fax Number and Address to submit his Police, Fire or Insurance report. Furthermore, the letter advises [redacted] that the 06/** and 08/** bills that were mailed to

him state “Your final balance is now due, and any equipment you may have, provided by Optimum must be returned. Failure to

satisfy your balance or return equipment may result in your account being assigned for collections” and on 07/** a Cablevision Representative left the customer a message advising him of the balance due. As a courtesy for the poor experience; credit of $93.02 has been applied to [redacted]’s account, leaving him with a zero balance.

Consumer

Response:

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,

Review: Good Day

I am writing this complaint against Cablevision/Optimum. I signed up for Cablevision in May of 2014. My number is [redacted]. I spoke with the Sales Representative and told him I wanted the triple play package which at that time was being advertised for $84.95 for two years no contract. When I spoke to the representative when placing the order, I asked him roughly how much my bill would be a month. He advise my bill would be around $125 per month with taxes and fees. I received my bill for the month of June 2014 and it shows that I am actually paying $94.95 a month for the triple play. My bill total was roughly $10.00 dollars more than what I was told.

I called Cablevision when I received the bill and explained my situation. The representative basically told me I have the preferred package and that was the charge. She also told me to read the fine print because it is in the fine print. I requested to speak with a supervisor, I was handed over not to a supervisor but to another representative who told me that he can give me a credit of $20.00 dollars. I advised I do not want a $20.00 credit, I want what was offered to me. He advised they would have to pull up my conversation with the representative and I would be given a call back.

On July **, 2014, I received a call back and was told that they were not able to listen to the representative phone calls for that day. They were having technical difficulties retrieving his calls for that day. She advised, she can offer me Starz/Encore & Showtime for a year or a credit of $120.00 dollars. She stated she can not give me a credit for 2 years, she would need to listen to the recording and call me back. I questioned her on what happens after that 1 year because this price is good for two years. She advises they do not have the preferred package for that price and it cost $5.00 dollars more a month. I asked why am I paying $10.00 dollars a month more. I advised I want what was offered to me. She stated again, she would have to wait to hear the recorded conversation that happened between me and the representative.

I checked the Cablevision/Optimum website for the triple play package and it does not state any different package in the fine print, it states Optimum TV. I am including a copy from the Cablevision website an example of the fine print for the triple play package that they are now advertising. I was not told of the different packages. I feel this is false advertising on Cablevision/Optimum part. I am enclosing a copy of the fine print that shows that it states Optimum TV.

I receive a callback to state they called without any information given. I am still waiting a call back to rectify this issue. I paid the bill minus the overcharge of $10.00 dollars. I am writing to you to see if you can rectify the problem. All I am asking is to pay for what I asked for. I asked for the triple play package and this is what the sales representative gave me. I do not want to downgrade my service which is what the person told me I would have to do. Cablevision needs to come clean and state what the triple play package consists of instead of just advertising a package with no information. If only one package is for the triple play package they should state that.

Thank you

Triple Play $79.95/mo 1st year, $89.95/mo 2nd year; 6 mos Free Optimum Online Ultra 50

OFFER for residential new customers. Former Optimum accounts previously not in good standing not eligible. Contract allowance applies to reimbursement of actual termination fees charged by prev video or internet provider. Bill showing customer name and termination fee w/in 30 days of Optimum install req'd. Restrictions apply. Next-day standard installation shall be completed within one day of order subject to any cause beyond reasonable control. 1 modem/router per household. Must maintain all 3 services at req'd level for promo period to maintain promo pricing. 2 year price guarantee applies to Optimum TV, Optimum Voice and Optimum Online services only. As of the 13th month, Optimum TV, Optimum Voice and Optimum Online will be billed at $89.95. As of the 25th month, Optimum TV, Optimum Voice and Optimum Online will be billed at reg rate. As of the 7th month, Optimum Online Ultra 50 will be billed at reg rate. Installation fee applies. May not be combined with other offers. Digital cable box, HD digital cable box or CableCARD at add'l monthly charge will be req'd for each TV. Multi-Room DVR service, interactive services, features and certain digital channels require a digital cable box. Depending on location, some or all service and equipment rates, plus certain add'l charges, are subject to state and/or local fees of 0–5.30% and an FCC user fee of 9¢, sport programming surcharge of $4.98, (add 88¢ more for Hamilton Twp) also applies. In addition, CT requires collection of taxes on certain services. # of channels, HD channels and interactive features depend on pkg type and location. HDTV set owners can request an HD cable box and receive the HD programming included in pkg at no add'l charge. Some On Demand titles avail at an add'l charge. Subscription to channels and valid Optimum ID and password required for TV to GO programming, available only in the U.S. All channels not avail on all devices. See optimum.com for details. Terms & conditions apply. To view Optimum TV on tablet, smartphone or laptop requires Optimum TV w/cable box or CableCARD, Optimum-authorized modem and wireless home router. Minimum system requirements apply and Optimum App requires application download and installation. Not available on all devices. Viewing Optimum TV on laptop not currently available to customers who subscribe only to Optimum TV. Optimum Online: Minimum system requirements and equipment configurations apply. Optimum WiFi hotspot access in select areas at no add'l charge to Optimum Online customers. Visit optimumwifi.com. Speed claims: Many factors affect speed. Actual speeds may vary and are not guaranteed. Smart Router is free for life of account when Optimum Online is maintained. McAfee : Available to Optimum Online customers in good standing only. Minimum system requirements and configurations apply. Requires software download and valid Optimum ID and password. Subscription valid as long as Optimum Online is maintained and covers up to 20 devices. Internet protection works on PCs, Macs, Android Smartphones and Tablets. Blackberry or Kindle devices are not supported. For iOS smartphones and tablets, the only available feature is Password Manager. Optimum Voice is a cable-modem service. Optimum Voice: [redacted] charge per line covers certain NY excise taxes. In CT and NJ sales tax, an E-911 fee and the Federal Universal Service Fund fee (USF) may apply and in NY, an E-911 fee and the Federal Universal Service Fund fee (USF) may apply. All fees and taxes will be added to bill. If keeping phone #, transfer charge applies. W/o battery backup, if you lose power, if service is disconnected or if broadband services are disrupted or disconnected, E-911 service will disconnect and not function or operate. If moving, new address must be provided before E-911 can function properly. Enhanced Voicemail not avail outside continental U.S. Optimum Voice International: See optimum.net for current rates and destinations. Calling rates & terms subject to change. Where available. All rights reserved. Pricing, offers & terms subject to change and discontinuance w/o notice. For system requirements or limitations, offer details, restrictions, terms & conditions, see optimum.com. McAfee and the McAfee logo are trademarks or registered trademarks of McAfee, Inc. or its subsidiaries in the United States and other countries. [redacted] is a registered trademark of [redacted], Inc. and [redacted] is a registered trademark of [redacted], Inc. All rights reserved. All trademarks and service marks are the property of their respective owners. All services and channels may not be avail in all areas. Optimum, the Optimum family of marks and Optimum logos are registered trademarks of CSC Holdings, LLC. ©2014 CSC Holdings, LLCDesired Settlement: I would like to be charged 84.95 plus the fees and taxes for the package that I have and what was given to me. I would like to be credited $10.00 a month for the two years that the price is good for. For my inconvenience, they can give me the multi-room DVR for a year also.

Business

Response:

[redacted] was contacted between 08/**/2014 and 08/**/2014. An apology was extended on behalf of Optimum because the original sales call with on 05/**/2014 was corrupted and could not be retrieved. [redacted] was advised that the 3-month free Multi-Room

DVR service could not be extended, so she requested it removed immediately. On 08/**/2014, [redacted] was advised that the credit for $240 discussed with the Sales representative on 08/**/2014 would be applied in 3-$40 increments this year, and the remaining amount would be applied starting May of 2015. [redacted] was advised that the online offer for the Triple play at $79.95 is the starting package and it is specified in the disclaimer that the packages and prices are subject to change without notice. [redacted] agreed to the credit resolution and

considers the claim resolved.

Consumer

Response:

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. I still advised that Optimum does practice false advertisement by not advising consumers that they have different packages. She advised she will send that information to the marketing department. Hopefully that is true.

Sincerely,

Review: We ordered Optimum cable for our business which is moving into a newly constructed building. the end unit has Optimum since they were able to run a line from another building. The installer came out and advised that he can not install the cable and that a new line has to be run and a lock box needs to be placed on the building. Optimum has failed on several occasions to make any contact with us to advise us of what the status was. after several phone calls and complaints Optimum has advised that a survey needed to be completed, after that we were advised by the surveyor that it was not a big job and that he would forward it to dispatch for them to assign the job and get it completed asap. Again with no call backs, I called again over a several day period and was finally told that we would have to pay $2463.00 to have the install completed. This is completely unacceptable. Optimum has put us in a position that we will now need to find another provider and in order to port our existing phone number with Optimum to a new provider will take 10 business days, which means we can not open our business which was already schedule to open on August **, 2014. We are in a position to lose revenue due to Optimums constant misleading statements to us and their lack of proper communication.Desired Settlement: Optimum should provide the service at no additional cost to us and our building. For Optimum to charge a fee to run a line and place a box that they are going to charge people to use is absolutely unacceptable and should not be allowed under any circumstances. This should not fall on the building owner who has no interest in having cable run to their building. Optimum is charging to place equipment that they are going to charge others for and make even more money, they are making money on both ends and as a utility provider this should not be allowed by the New Jersey State Board of Public Utilities, which we will also be filing a complaint with.

Consumer

Response:

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,

Business

Response:

[redacted] was contacted on 8-**-2014 to discuss his recent Agency escalation. An apology was extended to [redacted] for the delay of

installation due to a survey not being completed. [redacted] was assured that the survey process would be expedited to provide the requested installation date. Additionally, [redacted] was advised he would not be responsible for the survey costs. The survey was released from Construction on 8-**-2014; an installation date of 8-**-2014 was successfully scheduled.

Review: Cablevision removed Boomerang channel from my service. To get it back I have to pay and extra $27 a month. This is not fair practiceDesired Settlement: Return Boomerang channel and change policies regarding paying extra for it or bundling it into another package for more money

Business

Response:

On 7/*/14, CECR spoke with customer and advised of removal of Boomerang channel. Customer does not wish to upgrade his service in order to receive Boomerang. Customer fully understands he will no longer receive the Boomerang channel unless he upgrades his package.

Consumer

Response:

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,

Review: In July 2010 I moved from a private dwelling into Downingwood Condominuims which were under a bulk rate contract with CableVision. CableVision never corrected my bill to the proper rate. I I overpaid from July **, 2010 when I moved into my unit until my Condominium signed a new contract and CableVision finally included me under the bulk rate. I have written letters, called numerous times and spoken to at least two Customer Service Supervisors. I have documentation to support this. Yesterday during a telephone inquiry regarding the status of my complaint, a Supervisor asked me why it took me so long to question the overpayment. I was in disbelief at this dismissive attitude. I have documentation to prove I have been trying to get an audit of my account for years to no avail. I have been ignored by CableVision for over two years in my effort to resolve mu overpayment.Desired Settlement: I want an audit of my CableVision Account from July **, 2010 through the point of my inclusion in my Condominium's Bulk Rate Discount Package in 2012. I want a refund of overpayments made to CableVision as I was living in a unit under a bulk rate contract since July 2010 and my account was never adjusted until my Condominium signed a new contract in 2012.

Business

Response:

On 6/**/14, the customer was contacted by Cablevision and advised that a check will be mailed to her in the amount of $1596.73 for the period covering July 2010 through September 2012, when her account was billed retail rates instead of bulk rates. The customer is satisfied.

Consumer

Response:

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,

Review: It is not acceptable that I tried to put my internet service on temporary hold last week and was told I could but I would have to wait until the day before I wanted it. I was told I could call 24/7. I am leaving now and called like I was told and now I am told it has to be a minimum up 3 months. I said that was not acceptable when I spoke to [redacted] at 7:51 am. I am very upset I have to waste my time and given misinformation. Presently I am writing as I am on hold. She just got on the phone and told me she can not cancel it. I have to call when I am away. This is NOT ok./ I called last week in advance. My vacation should not be disrupted and on hold.

She is telling me that since I called back, just as I was told my one of her companies representatives named [redacted], she does not have to do anything because NOW she is giving me the correct information.

From July **, 2014 on I am NOT responsible for my Optimum internet service. I followed their original rule and they better stand by it.

She said she has proof of this recorded call and I told her good, then she should also have proof of original call.

I am posting this on [redacted] too as proof.Desired Settlement: They better not charge me after July **, 2014 for service.

Business

Response:

Cablevision attempted to contact the customer several times between July **, 2014 and July **, 2014, but was only able to leave messages on the customer's voice mail. A no contact letter was sent on July **, 2014, with our direct contact information. The account has been place into Cablevision’s temporary service suspension program as of 7/**/14 for $4.95 per month, which gives remote access to webmail, email addresses and Wi-Fi access. This program is good for 6 months; however, the customer may contact us when they are ready to resume full service.

Review: I recently restarted my telephone/internet/television service with Optimum after being displaced as a result of Superstorm Sandy. I had received mailing from Optimum during the time my service was suspended that I would not be charged for installation once my service was reactivated. I called multiple times about reconnecting and was told that I would have to pay for the installation. I finally contacted the disconnect department and was told that the cost of installation would be credited back to my account. I was charged for the installation but a credit to adjust for this charge has not be posted.

Since my service was reconnected on 3/**/14 I have not received a single bill either by US mail or email - All my billing was received by email in the past. I also had a credit card on file and my card was automatically charged each month. During the time my service was suspended a credit of approx $180 remained in my Optimum account and was never credited back to my credit card.

I have been having problems with my television service since the reconnect and have had a new cable box installed as well as calling customer service a number of times with television issues. This evening when I called I was told that my account was on hold for a balance due of $33.

I have wasted hours of my time dealing with the incompetence of Optimum employees. #1 - I HAVE NOT RECEIVED A SINGLE BILL SINCE MY SERVICE WAS RECONNECTED. #2 - I WAS CHARGED FOR INSTALLATION COSTS OF $39.95 AND THEY HAVE NOT BEEN CREDITED BACK TO MY ACCOUNT. #3 - OPTIMUM HAD $180 OF MY MONEY FOR OVER A YEAR WITHOUT RETURNING IT TO MY CREDIT CARD AND NOW I"M BEING TOLD THAT MY ACCOUNT IS ON HOLD FOR $33! #4 - I AM BEING CHARGED FOR SERVICES THAT ARE NOT WORKING AND ARE NOT BEING FIXED.Desired Settlement: I would like

#1 - my acct adjusted for the cost of installation

#2 - my acct adjusted for services that are not working properly and that I have wasted my time calling about

#3 - to recieve my bills

#4 - an expanation as to why I should keep my service with Optimum!

Business

Response:

On 04/**/14, the promised installation credit of $39.95 was applied to the customer's account. On 04/**/14, the customer ebill account was migrated to the new ebill system to allow the customer to receive her bills via email. The customer had a credit balance of $177.45 on the account after she switched over to the Disaster Accommodation on 09/**/13. However, the account was not disconnected and the customer never called to request the credit to be put back to her credit card.

On 05/**/14, all of the customer's issues were resolved. Field Service replaced the drop and changed audio settings in the converter. The customer's channel guide issue is a known issue and a ticket was created for resolution ([redacted]).

Additional, [redacted] offered the customer an apology for the unprofessional behavior of the representatives. The customer was advised and satisfied and [redacted] provided contact information if further assistance is required.

Thank you,

Review: I have been bothered by appointment confirmation calls from Cablevision to my cellphone. The calls are for a business that I worked for and the phone number is not listing on the companies online profile to remove. I have contacted the executive offices twice without a successful outcome. The 1st time I was told it was taken care of and the 2nd time I spoke with Charlene and she refused to do it without speaking with the business owner since it is his account. I'm the owner of the cellphone that is receiving the annoying calls yet they refuse to remove the telephone # from the account.Desired Settlement: Remove my cellphone # from acct #[redacted]

Business

Response:

On 10/**/15, Cablevision spoke with the customer to acknowledge the complaint and provide direct contact information; ###-###-#### 8:30 AM to 6:30 PM. Additionally, upon completion of an investigation her phone number was removed from her employer's account, as requested. The customer was satisfied with the outcome.

Review: I have 6 problems listed in rank:

1) I sent Cablevison an email, through their website, and I did not receive confirmation they received my email nor any response. My email was an action performed because I wanted my voice heard and I wanted to suggest the items listed bellow. I find their lack of communication troubling and unprofessional. I would change my service provide if I had an option.

2) Cablevision would not provide confirmation of change of service in written format.

3) Cableivision would not provide what my future charges will be, due to change of service, in written format.

4) Cablevision disconnected all my services and I had to call in to re-instate the services they accidentally disconnected while turning off the services I had cancelled.

5) Cablevision does not list the services I have, and their costs, on my account on their website. They only have PDF form of my past bills, which may not accurately reflect the service I currently have. In my case it did not.

6) I waited over 30 minutes to talk to someone.Desired Settlement: I request

1) A written letter of apology acknowledging the mistakes made by Cablevision.

2) A commitment that Cablevision will provide written confirmation for change of services in the near future that can be no later than the end of 2015.

3) A commitment that Cablevision will provide written confirmation of what customer bill will be, including tax and all charges, in the near future that can be no later than end of 2015.

4) Allow other cable and internet providers to enter into the Norwalk CT area that are not Satellite-based services so we can have some competition and better products.

Business

Response:

Cablevision has attempted to contact the customer via phone, but has only been able to leave voice messages on the number provided. A no contact letter has been sent requesting contact to discuss the matter further. The customer states they sent an email to Cablevision and received no response; however, we are unable to confirm receipt of any email with the email addresses we have on file. When a change of service is completed on a customer’s account, we provide verbal confirmation of the changes made by the customer and the changes will appear on the customer’s next month’s bill. Cablevision confirmed that the customer temporarily lost Internet service on 2/**/14, but upon the customer contacting us, we were able to immediately resolve their service issue. Cablevision does not list our customer’s current services via their online account, including the corresponding costs. We only provide the customer past billing statements in a PDF format. Should a customer make changes to their account during a billing cycle, those changes are not shown until the next billing cycle. Cablevision confirmed that the customer may have experienced long wait times on 2/**/14, due to high call volume, however, the customer utilized our Live Chat to speak with a representative who was able to address and resolve their internet issue, before connecting with a phone representative.

Review: On 11/* I called cablevision to cancel my account and reinstall under my boyfriend's name. I asked them to switch the account over, and they told me I needed to switch out my old equipment and have new equipment reinstalled. On 11/** a technician came to my home and removed all of my old equipment (3 multi room DVRs, 1 standard cable box, 4 remotes and 1 modem) and reinstalled new equipment. The technician took the old equipment with him when he left. On 11/** I received a bill in the mail for approximately $1,021+. I called and spoke to a CSR and explained the situation - she told me that my Nov bill was $224+ and paid in full, the equipment would take approximately 1 week before it is credited to my account and I would be issued a refund (because I paid a full month of cable service and only had cable for 15 days) and I would be getting back approx $[redacted].00. On 12/* Cablevision debited from my personal checking account over $800 - which was an unauthorized withdrawl - I had revoked automatic billing when I canceled my account. I called cablevision on 12/** when I first discovered the unauthorized charges and the CSR told me "maybe I had taken the equipment" - I told him I didn't, the technician who installed took my equipment and I asked him if he had a record of the tech (he said he did) I asked why the tech wasn't questioned as to where my equipment was - he again accused me of stealing equipment. I asked to speak to a supervisor ([redacted]) who said she would have a research request done and put in a refund request and it should take 3 days. On 12/** I spoke to [redacted] from the refund department who said [redacted] NEVER requested a research request - as a matter of fact a research request was NEVER initialized on my account (so my equipment could be anywhere, no logged in). and she would open a research request. Now I am out over 1000+ dollars (the initial fee for the equipment + my partial month's credit) and they are refusing to refund me. I do not have the equipment - I think they should be asking the technician where he put it!Desired Settlement: I would like my checking account refunded in full for the equipment ([redacted]) plus the partial month's cable bill credit ([redacted]) that I am owed. They told me they can not refund my checking account, so I will accept a check in the full amount of what is owed.

Business

Response:

Cablevision made multiple unsuccessful attempts to contact [redacted] between 12/**/14 - 12/**/14. Messages were left with our direct contact information and a no contact letter was sent on 12/**/14. On 12/**/14, Cablevision’s Billing and Collections department processed a credit on the account in the amount of $912. On 12/**/14, Cablevision generated a refund check for this amount, which [redacted] will receive within the next week.

Review: My account number : [redacted] with Optimum/Cable Vision is being severely overcharge for months without no proper explanation or justification of the charges.

On 04/**/13 I made a check for this company in the amount of $187.78 when my services was installed by the company. However when I receive my first bill it was for an outrageous amount for over $500.00. I immediately call to queried the charges and nothing came out of it, they transfer me to varied account representative and to date nothing has been accomplished.Desired Settlement: I need this matter to resolved and my account to be billed correctly.

Business

Response:

Between 9/**/13 and 9/**/13, [redacted] contacted [redacted] but she was not available a message was left with the contact information of the NYC Escalation Desk. On 9/**/13, [redacted] spoke with [redacted] about her billing concerns. [redacted] advised [redacted] that when disconnected her service in January she left an account balance of $293.06, which the balance then went to write-of balance since the payment was never received. [redacted] stated to [redacted] that when she decided to restart her account the balance of 293.06 was added to her account and for that reason her account balance was high every month. [redacted] stated that she requested to disconnect her account and that she was already with Verizon. [redacted] advised [redacted] her account pending disconnects for non-pay and that she would receive a final bill.

Review: Hello, Someone must have once used my cell phone number to register for Optimum, and now I receive calls from their robot with updates and what not. I am not a customer of Optimum. I have repeatedly asked customer support to remove my phone number, but they refuse saying that it's part of customer record. The fact that I own the phone and not a customer somehow didn't matter. I would like this to stop.Desired Settlement: I request that my phone number is purged from all Optimum databases; additionally that Optimum refunds me the cost of pay-per-minute calls I have had to take and make to resolve the issue (I estimate approximately 1 hour @10c a minute to a total of $6). Obviously, I would like the company to not call me about this request. I am available for any questions for e-mail.

Business

Response:

[redacted] phone number was placed on Cablevision's do not call list on 8/**/13. He was sent an email informing him that it is removed within 30 days and he should not be receiving any more calls after that time. [redacted] was provided a phone and email contact for [redacted].

Consumer

Response:

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:

It is unacceptable that they are unable to remove my phone number immediately. There is simply no reason why one would wait 30 days for any kind of action when everything is obviously done on computers and at most there is a one day wait to synchronize across.

The company should be professional and resolve this problem urgently, i.e. make sure their robots don't call me starting today.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I called Cablevision on numerous occasions over the past several years to let them know that I do not have 3 cable boxes that they were billing me for. Recently, I called Cablevision again on March **, 12016 and had the pleasure of speaking with [redacted] from customer service at 7:54pm. I advised him of the problem and he said that he would file a complaint with a confirmation of [redacted]. I later received a partial credit of $129.77 confirming that in fact I only have 2 cable boxes and NOT 3.Desired Settlement: I would like the proper credit due for the years that I have been a loyal Cablevision customer and have been charged for a 3rd box when I do not have one. I am loyal to Cablevision with not only service for my home but service for my business as well.

Business

Response:

We are unable to extend additional credit to the customer. Our stated policy, printed on our bills, is that all billing disputed must be raised within 30 days of the bill date. This customer has already recieved 6 months of credit for this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me but will accept it as the Business has no further credit to offer.

Sincerely,

Review: Please note, my wife, [redacted] has been discussing all the information below for me, by phone and this letter. The account was set up in my name, not in my wife's name, their error, so we left it that way. We never realized that they would lie and screw us over to a point where we would need to reach out to Revdex.com. She is the one who is writing this and discussed everything with Optimum and they also have my permission as you do as well.

We have had cablevision service with Optimum or (Cablevision, old name) for 40+ years that was under [redacted] & [redacted]'s name. We moved last October and was told that the new agreement was for 2 years and then they put it under his [redacted]'s name because he was head of the household. This is why it was changed. Not requested.

If I remember correctly, the salesman's name was [redacted], but they will not discuss it with me, and I am not sure? [redacted] and [redacted] know his name. I told them I wanted to go with [redacted] as they promised me this great deal. They claimed that it just went from 1 year to 2 years agreement, just recently to compete with [redacted], and that I did not need to have a contract. I asked over and over again, with the salesman in Optimum, "are you sure that the price will stay as there is no contract?" He told me over and over again that it would. I told him I would feel more comfortable if I had a contract. He explained to me that they no longer tie people down to contracts and that should I switch over to [redacted] I would be tied into a contract and be miserable. But with Optimum I will get a 2 year agreement, the price stays the same for the two years and no contract. I asked "How will I know that this is going to be held to his word" and he explained," they tape every call". I also saw this information on TV so I assumed they would keep to their word. I can walk away any time and that the price would stay the same for 2 years and today, October *, 2014, I received a letter, dated September, so they could bill me for the month of October for the $175 with the price moving from $131.03 per month to $175.00 per month and this is exactly after one year.

I called them up and spoke to someone in billing, who verified we had a 2 year agreement, who switched me over to her [redacted], Tiffany, and verified we did have a 2 year agreement, however, after one year, there would be an increase in the amount to $175.00 per month. She said many people were complaining about this. I explained that there is a tape and agreement with the salesman, but she would not give me his name, ID or how I can get the tape. I mentioned the Revdex.com and she then switched me over to [redacted], her [redacted], who said there is no record of a two year agreement, even though both woman said there was. Duringing the months of September and October of 2013 and that she would give me a $50.00 credit.

I explained that the two woman earlier agreed there was a two year agreement and she stated that 2 years never existed and they were wrong. When I said that the original woman who answer the phone and her [redacted], [redacted] agreed that there was a two year agreement she all but called me a liar. I asked her again. She would not give me the man's name in the sales department and I should basically take the $50.00 credit and be happy.

The first two woman who agreed about the agreement, would not give me their extensions or the extension in the sales department. None of the three woman would give me their last names, direct numbers, the salesman's name or number, or how I can obtain the tape that was recorded where he promised me the price would stay the same for the next 2 years.

However, I do have the October 2013 bill that states the following "Thanks for choosing Optimum. Here's some information to help you understand your first bill..." This proves that they were starting from my old bill to my new bill with a new account. So there was a new 2 year agreement.

I called the sales department and they verified that there was a 2 year promotion on last year, dduring the month of October, but they would not tell me the name of the salesperson and would not let me talk to him.

We are older people over 70, presently out of work, we are living off of social security, and there is no way I can afford $175.00 let alone the $131.03. If I knew they would pull this, I would never have agreed to this option.

Who makes an agreement, for someone who has moved, for 2 years, and changes the price after one year and did not put the change into writing until one year later? Nothing in writing.

Why will they not let me contact the sales department and give me the man's ID, name, or extension? Nothing in writing.

Why, especially with a large multi $ account, would they not put in writing, for the agreement, but under the "special promotion" on their invoices, do they do not say for one year only? Nothing in writing.

Why on the bill do they discuss that there is a new agreement called "Special Optimum Promotion"? Why would they not write what the promotion is about if they did not expect to take advantage of all these new people.Nothing in writing.

In addition, why would a cablevision company, come to the house, and not bring cables with them? I had to supply my own cables that I had, until they could come back at a later date to replace my own 16ft & 24ft cables. What would they have done without cables? They are completely mixed up and hurting people from every direction.Desired Settlement: I would like them to send me a copy of the tape along with keeping the price exactly where it was for the 2 years as per original agreement, this way should they try to raise the price, we do not have to go over this month after month.

Which means that as of October 2014 through October 2015 the price stays $131.03 with the tax and all charges.

Last of all a letter from [redacted], apologizing for insulting me with a $50 credit for the year and lying to me about there not being a 2 year agreement even though all the employees under her say that there was a 2 year agreement. By rights she should be fired for lying for the company.

Thank you for your assistance.

[redacted] and [redacted]

Business

Response:

[redacted] was contacted on 10-**-2014. She was assured her installation order interaction with the Sales Department and recent contacts to Customer Service were reviewed. An apology was extended to [redacted] for being provided misinformation about her promotion duration and inconsistent information A Name Change Form was emailed to [redacted] to assist with her request to become the account holder. [redacted] was guaranteed she can personally listen to the installation order phone call, however, [redacted] advised she did not want to further discuss her concerns and would like to review and discuss the sales recording the following day. As per [redacted]’s request, the recording of the Sales interaction was provided on 10-**-2014. [redacted] listened to the phone call from beginning to end and acknowledged and understood that she was advised the Multi Room DVR and single cable box promotion would remain for 1-year and that the promotional pricing of the TV, phone and internet would remain the same for 2-years. [redacted] was notified that a promotion with identical rates of her first year promotion is not available, however, a comparable 12-month promotion can be applied and a credit to compensate the dollar value can also be applied. The 12- month promotion with similar rates is the Silver Triple Play Save (Option 2) promotion. [redacted] was advised the itemized rates of her previous promotion and of the Save promotion is a difference of $15.05 per month. [redacted] was

offered a 3-time recurring credit of $60.20 to compensate the yearly difference. Additionally, [redacted] was offered a 1-time credit of $25.00 for the poor customer experience. [redacted] was informed of the Sports Programming Surcharge’s validity and the multiple instances and methods the charge has been communicated to her. [redacted] was notified that Optimum does not have contracts, non-promotional pricing is subject to change and a 30-day notification is provided to customers previous to the rate increase. A letter confirming the provided promotional rates and credits was mailed to [redacted]. [redacted] was satisfied.

Review: Optimum has on multiple occasions deleted emails without notice. If I send an email with a link that they consider objectionable (eg [redacted]) the email is deleted.

There is no notification that the email is being deleted.

The same email goes through using [redacted], etc.

This has happened several times, and there is no way to tell that the email has not been delivered.

This is not acceptable.Desired Settlement: Ask Optimum to stop deleting emails. Whether or not they consider an email spam, if the sender and the recipient both want the email, it is not spam. They must stop deleting these emails and not providing any notice that they have done so.

Business

Response:

Cablevision spoke with the customer on 10/*/14 and advised that there is no way to stop this activity from occurring. To reach resolution, we requested that the customer contact Cablevision each time he encounters this issue, so that we can contact our vendor to request the spam block be lifted. This is a Cablevision policy that cannot be changed due to Cablevision having an obligation to protect their product.

Consumer

Response:

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:

Optimum's response is obviously fabricated. No other email service to my knowledge blocks email that it considers SPAM. Therefore, it is within Optimum's power to do the same. It's policy is tantamount to censorship. If Optimum does not like a web site I put in an email, they shred the entire email with no notice.

The answer is not acceptable because there is no way for me to know that they have vaporized my email. They send no notice about it. The sender does not know about it. The recipient does not know about it. The only way to find out is by accident.

If an email is considered SPAM, BLOCK THE SENDER! If a spammer included [redacted] in his emails, Optimum would block any email containing the character string [redacted].

This is not acceptable. It renders Optimum's email system unreliable. It is censorship.

Their is a way to resolve the issue. ELIMINATE ANY AND ALL SPAM FILTERS IF THE RECIPIENT DESIRES IT!!!

Optimum has a function to turn off spam filtering. They just ignore it.

I would rather receive 1,000 Spam emails, which cause no damage and are, at the worst, a minor annoyance than miss 1 important email.

If Optimum must filter spam, PUT IT IN A SPAM FOLDER. DO NOT DELETE IT WITH NO NOTICE NOR WARNING.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We decided to switch from [redacted] to Cablevision b/c we were promised the same service at a lower rate. After Cablevision installed the service, my husband realized that we did not get the same channels as were promised, and so called to terminate the service. Cablevision tried to reconcile but couldn't. (There are lots of "up front rebates" and the rate is not as easily maintained as stated.) The problem occurred because it is now 3 days later and I still have this service that I don't want. Everytime we call they keep us on the phone trying to reconcile the situation and we have to keep going through the problem with all the operators. It should be simple: Send someone to disconnect! I called this morning and am told the earliest someone can get to me is Wednesday, 9/**. I have been asking since Saturday 9/** at noon for someone to come out and take the service away. I am stuck with the service I do not want and am anticipating being charged. It is such a mess!Desired Settlement: I just want someone to disconnect the service and I do not want to be charged anything for the time I have this service. It was installed on Saturday 9/** at 11 AM. By 11:30 AM my husband was on the phone to cancel it. It's Monday 9/**, I still have it, I don;t want it and I'm told I'm stuck with it until between 8-11AM Wednesday 9/**.

Business

Response:

On 9/**/14 [redacted] was contacted to discuss his recent complaint with Optimum. He advised that due to the poor experience he has switched his provider to [redacted]. [redacted] was provided an apology and advised that in order to ensure the number is transferred to have [redacted] install service. Once completed he would need to contact Sales Support to have account closed. [redacted] agreed to the disconnection and advised his issue was resolved.

Business

Response:

On 9/**/14 [redacted] was contacted to discuss his recent complaint with Optimum. He advised that due to the poor experience he has switched his provider to [redacted]. [redacted] was provided an apology and advised that in order to ensure the number is transferred to have [redacted] install service. Once completed he would need to contact Sales Support to have account closed. [redacted] agreed to the disconnection and advised his issue was resolved.

Review: I have not had cable for over a year. I disconnected my cable and attempted to make a payment plan but your company insisted I could not and continued to send me a bill for what I owed. I was recently contacted by a collection company to develop a payment plan but it came at a time that it is a little difficult to do until after the summer has been over. I find it ridiculous that I could only do a payment plan when I was referred to collection and not once did your company offer a payment plan when I had cable or disconnected my cable.Desired Settlement: I would like my account not to be presented on to my credit report and also for your company to work with me on paying this back at my own pace. Monthly payments work great but it is not clear if you can do this or at least if a creditor is going to charge me it will be better for me to work around my income and not paying every two weeks rather monthly what I can budget.

Business

Response:

The customer was advised a payment plan could not be offered. The customer was given amn Optimum contact person if she wished to pay off the balance owed directly to Optimum. The customer was advised that her account could not be removed from the collection agency until the balance has been paid

and at that time, her account would also be removed from her credit report. The customer said that she is going to decide what she can pay and has stated she would like to pay Optimum directly when she can. She said she will call next week with her first payment.

Review: The company cablevision are charging 460.60

due to a cutomer service accepting a customer

amount of 155.00 which the customer gave them the wrong account

number they did not notify me of this error I had to look at my bill in

the their website yesterday and see this huge problem.I get a social

security check I cannot afford extra 155.00 to this huge bill they are

Charging too much I may have to look around. The date explaining

This deduction was 4/**/2014. On the march bill it stated 264.64..Desired Settlement: I want adjustment to my bill 160.00 for being careless. A apology

And if anything happens call me considering my account.

Business

Response:

Another customer’s $155.00 payment that misapplied to [redacted]’s account was adjusted on 4/**/14, (debit to [redacted]’s account and credit to the accurate account) and on that day, a letter was sent to both customer’s advising of what occurred and that the adjustment will appear on their next billing statement. [redacted] was contacted on 5/**/14, in response her complaint Revdex.com to address issue. [redacted]’s billing was explained to her and she was advised that her credit request for $155.00 payment could not honored.

Consumer

Response:

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:

On April *, this was reported to you of 2014 I was billed for this date on my current bill of June 155.000,they had taken a customers payment and applied it to my account and Now for this month I had to borrow $100.00 and add 300.00 to not have my cable cut. They have spoken to me several times admitted their mistake and will not change it. I have been a long time customer for over 40 years and they where told this and they will not settle on doing anything. I am so angry that I think that they should be reported. To give the person who they made the mistake the adjustment on his bill and clear my bill of that 155.00 amount.

Business

Response:

On 6/**/14, [redacted] was contacted and it was explained that $155.00 could not be credited to her account. She asked not to be contacted again.

Review: I have made, to date, 2 payments (attached screenshots) on my 3 months of using optimum. Payments over month should be $44.90. I have somehow received a bill for a returned check (???-- never paid by check) and am now expected to pay $154 with $90 overdue. Called billing who just said "your bank returned it back to us"- huh? What does this even mean? Received no mail from optimum, no email..Desired Settlement: I am absolutely not paying $20 for a "returned check fee" when I have never paid by check. I expect a full and itemized accounting for exactly what I owe and why. I wanted to sign up for optimum TV this month and now debating if I should keep optimum at all.

Business

Response:

Cablevision’s Corporate Executive Customer Relations department spoke with [redacted] on 12/**/14; however, all subsequent attemptsto contact [redacted] by Cablevision’s Billing and Collections department were unsuccessful. A letter was sent to [redacted] on 12/**/14 with Billing and Collections direct contact information.