Cablevision Systems Corporation

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: 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: 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: I recevied a promotion in the mail (subscriber offer#[redacted]) offering a "triple play" (phone, TV, internet) for existing customers at the price of $99.85 per month for one year. When I called to get this offer, I was told the letter was sent our in error and they would not honor the price. I asked to speak with a [redacted] and they advised of the same and refused to give me the offer.Desired Settlement: I would like to be given this promotional price, as they letter they sent me offers.

Business

Response:

Multiple attempts to contact [redacted] between 10.**.2014 and 10.**.2015 have been unsuccessful. A No Contact letter was sent to [redacted] via U. S. Postal

mail on 10.**.2014.

Review: I recently called Optimum Cablevision on the [redacted] of October of 2014, after paying the minimal amount due, which was $218.38. My bill had recently increased because my promo ended, and I told the customer service rep. that I could not afford such an expensive bill! The representative told me she could help me lower my cable, internet, and phone bill. So we down graded to just 100 channels with no more special channels like HBO/ENCORE. I was told that conversation was recorded! I received my recent bill on October **, 2014, and a special ESPN GAMEPLAN was added on the [redacted] of October 2014 to my cable plan, causing my entire bill to increases from $436 to $570! it has only been two weeks since it was added, and I called Optimum Cablevision to kindly removed the ESPN pkg. because we never intended to order it, and its too expensive because I receive disability, and MY FAMILY CAN NOT AFFORD IT! And no one watches sports at my home! all the years we had cablevision we never ordered any packages, especially sports! Optimum said they could only credit me $50 back and there's is nothing I can do to get rid of the ESPN pkg. This ESPN pkg could have been accidently added somehow, but how can a company force you to keep a product you don't use? There were times in the past when I wanted to order new movies which only cost $5, and because I have a past bill due, cablevision would not allow it! But somehow after I called to lower my bill, this ESPN pkg was added quickly with no questions or limitations! I am tired of companies like this that can increase fees, and get over on the small people, because they have no competition! After this ESPN pkg was added I was told I could put a code on these special channels to prevent accidental add on, but there are many channels, and it seems like a scam that even a child can order something without knowing how to read! can you pleases help me again? if not my family and I are vowing to warn all are family & friends, and not use this dogmatic company!Desired Settlement: its only been two weeks, and so I want these fees & ESPN pkg off my bill! And Optimum Cablevision needs to have more protocol added, because any one can add on, or take off at the press of a button! I do have a toddler, and if a toddler can order without limitation, there is something seriously wrong! I am questioning who really made this mistake cablevision or me?

Business

Response:

CECR advised customer that the ESPN pkg was order remotely and was offered a one-time credit of $50.00, which the customer accepted

Review: On 6/*/15 I called [redacted] about my internet service outage. They told me it was from a CAS alert for copyright infringement. After 45 minutes of trouble shooting, they said I would have to speak with the "security" department for assistance and that they weren't opened until tomorrow. I called the "security" department, actual name is shared services, and they told me I needed to speak with the general customer service group and didn't need to have called them. They checked that the block was off and told me it would be working when I got home. They also had me change my wireless password and took my email address to make sure I received the alerts so I could investigate and challenge as needed. The told me the violation happened on 6/*/15 for a file called the gambler (violation #[redacted]) It wasn't working when I arrived home and I had to call back again. This time the call center unlocked me and issued me a $6 credit for service lost. On 6/**/15 I received the exact same alert for the same exact violation #[redacted]. I called customer service and they wouldn't even look into the duplicate violation. I called customer service back to be transferred to shared services and it took me 30 minutes and a supervisor to get transferred because now today everyone wanted to "help" me with my problem and start the process all the way back over like I never called originally. When I finally connected with shared services she said the account was already unblock and that I didn't need to have called in. I also asked why am I receiving duplicate violation and being blocked. she told me they do that to get in contact with me to follow up from our previous call back on 6/*. She verified that I hadn't received any additional violation and that the second block was just procedure. This was a complete waste of my time first the blockage without cantacting me or alerting me to a possible issue. Then the customer team was un helpful by providing in accurate information. The department that could help me wasn't available and appearently wasn't even needed, I could've just waited but no one told me that they just wasted my time transferring from department to department and finally to a closed department. Then instead of a email or telephone follow up, they block my service again just to get a hold of me and check on if the corrective actions we discussed were implemented. Cablevision clearly hasn't any respect for my time and doesn't even have a fluid policy in place for dealing with these issues. In total I had to pay $50 for internet access at a library to complete business on 6/* plus 2.5 hours of my time for the first blockage then an additional 1.5 for the duplicate blockage. And all I received was $12 in credit. There is no other cable provider in my town so Cablevision feels they can pull these types of bush league moves. If there was open competition these guys would be dumped and run out of town by now.Desired Settlement: I want a credit for my time wasted $12 isn't sufficient. My bill continues to increase year after year and the service never improves. and every time there is an issue they over some marginal credit that doesn't even offset taxes charged every month. [redacted]/cablevision needs some competition in town so they can get dropped.

Praying for [redacted] to come to town.

Business

Response:

On 6/**/15, the customer was reminded he was provided several notices regarding [redacted]’s high speed internet agreement before being interrupted; however, was offered an apology for the poor experience. [redacted]’s high speed internet requires compliance with all applicable laws and specifically prohibits the use of the [redacted] system for copyright infringement. Furthermore, it is [redacted]’s policy to suspend or terminate, in appropriate circumstances, [redacted] High Speed Internet if a subscriber is found to infringe third-party copyrights or other intellectual property right. After the initial contact, several additional messages were left for the customer; however, have been unreturned. A no contact letter has also been sent (see attached).

Review: I receive mail communications at least 3 times a week from this company. I have called 4 times to remove myself from their advertising mailing list. Each time I get transferred to an automated system that prompts me to enter my phone number to be removed. I have been doing this for the past 6 months to no avail. My mailbox is completely cluttered with mailings from this company and it is bordering harassment at this point.Desired Settlement: I would like these mailings to stop. I know how to contact [redacted] if I choose to use their services.

Business

Response:

On 12/**/15, a Cablevision specialist spoke to [redacted] advising that her name and address have been removed from our mailing list. She understands this will go into effect within 30 days. An apology was offered for the poor experience and she was provided with our direct contact information should she have any additional concerns. [redacted] is satisfied.

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: 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: 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: 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: 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 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: 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: 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: 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: 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: 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 terminated my contract with Optimum in May 2014. I had received a bill for over $600 and per rep, my credit for returning the boxes was not yet indicated on bill. Saturday, 8/*/14 I received a bill for $12.90 with a due date of 8/*/14 which is fine. However, I received a collections notice on Monday, 8/*/14 frp, Sunrise Credit Services, Inc. stating I was in collections from client: Optimum. I called the same day (Monday, 8/*/14) asked for a [redacted] or [redacted] although I still explained the situation to the rep. I was denied ever speaking to a higher up to get my name out of collections and was told by the rep that her [redacted] reviewed my case and I can either pay or call the collections company b/c it is now with them.Desired Settlement: I want my name immediately taken out of collections being that I was given the notice prior to the due date specified on the Optimum bill. I guess b/c I am no longer a customer, I was basically given a so what/just pay response. It is unacceptable to place me in collections prior to the due date.

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: 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.