Cablevision Systems Corporation

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.

Review: On April * I called into cablevision to add the MLB package as I do every year the early bird promo for 149 dollars. At that time I was informed that it wasn't available as the package was under negotiations with MLB. I had asked if the price would be honored when the package was available the representative replied yes the price would be honored to call back the number ###-###-####. A week later I called and I was informed it wouldn't be honored because the new price was 199 and it included the option to watch the MLB package on a mobile device such as your phone or tablet. I then agreed to add the package as long as it did as they told me which it would play on mobile devices. Within the same day I called back and found out I was misinformed about the package and it didn't include the extra innings. The representative had transferred me and I was offered a one time 20 dollar credit. Month later I received my bill and they were charging me 400 dollars for said package and not 199 also they told me they could split the charges into two monthly payments of 97.50. The rep then told me nothing could be done and transferred me to another department, which then the package was corrected and they told me that the total cost of the package for all the inconveniences would be 97.50 meaning half of the package would be credited. Now I called again and it was explained that departments were refusing to take my call as to they didn't know how to resolve my situation. The rep then explained someone would call me back with a final resolution. A [redacted] called me back and told me unfortunately sir we will not credit anything and I would have to pay the massive bill of 386.55 or my service will be disconnected due to non-pay. He further explained not to call back as no one is going to fix my issue, that no one knows why they misinformed me and misled me to get this package and that the charge would still stay on the account whether or not I kept the MLB package on my account the charge has to be paid no questions asked.Desired Settlement: I would like the original plan to be honored which is the final price of the package be 97.50 for the MLB package. Totaling 289.05. Thank you.

Business

Response:

The customer was contacted several times between 6/*/14 and 6/**/14 and offered an apology for being double billed for the MLB Extra Inning package and any inconvenience he may have incurred for having to call back several times to straighten out the issue. He was advised Optimum’s Billing Department had issued a credit to his account for $195 on 5/**/2014 to correct the error. The customer was advised he was offered access to MLB.TV when he added the MLB Extra Innings package to his account and was directed to the website. The customer was having issues viewing Optimum as a provider on the MLB.TV website. The customer has not returned Optimum’s calls in order to be told the issue was determined to be only certain web browsers can be used to access Optimum as a provider or that we had issued a credit of $97.50 on 6/**/14 to resolve the discrepancy of being told he would be credited for half of the package cost.

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: Optimum/Cablevision advertise high speed internet service called Optimum Online that includes a

"Free Smart Router, an $80 value lets you connect every device in your home to the internet wirelessly, easily and securely." for $49.95/Mo according to their website.

There is an order button right next to this offer. So clicking on this button I assumed that "Fee Smart Router" will be included on the installation day. CABLEVISION supposed to charge $25.00 for installation.

On the installation date however which is 6/**/2014 a cable guy came and installed a regular modem without "Fee Smart Router" and claimed that his work order had only regular modem listed.

I connected to online chat customer service and got a confirmation that only a regular modem without "Fee Smart Router" was included in the order. Customer service suggested to go to one of the stores and pick up the "Fee Smart Router" or offered to mail it in 5-7 business days. I think that "Fee Smart Router" should have been installed by the cable guy on installation date since the Order button that I clicked gives an illusion that "Fee Smart Router" is part of the order.Desired Settlement: I would like to get the installation Fee of $25.00 waived since Fee Smart Router was not installed as advertised on the web-site while ordering and now I will have to install it myself and either go to the store or wait 5-7 business days for it come in the mail.

Business

Response:

On 07/**/14, CECR spoke with [redacted] to apologize for any inconvenience that was experienced. [redacted] is aware that we are investigating what occurred that caused his order to process without a

Wireless Router and that we have applied a credit of $24.95 for the installation. [redacted] 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: I have been with optimum for roughly around 3 and half years first the account was on my name and now there is a new account on my mothers name. Throughout these years the internet speeds is been terrible ; to the point where I had to use my neighbors wifi to get my work done. Throughout this time period I have been paying my bill which nearly adds up to $4000 in total. The sad part is the internet goes down and I report it to customer service department and I have done this over and over again and then they send a technician to my house which comes does the routine testing procedure the speed gets well for a day or so and then same issue all over again. After the issue get's resolved temporarily when ever I call for a credit back I am treated like a beggar by Optimum billing department. Unfortunately they think they I am trying to rob them for some money but in reality I am the one who is being robbed and not given back the appropriate credit for service outage. Not only I pay the bill but I suffer services outage every now and then and on top of that I am the one who has to call and schedule repair appointment and to be home for the repairment. Today I spend an other 1 hour and 30 mints to ask for $179 credit for my old account ending in ###-###-#### but instead of getting the credit on my closed account I was treated like no body and at the end of the call the 3rd supervisor in the higher ups told me after looking at your account history I will give you $20 credit for all the issue and torment you have went through in the past 3 and half years and he also said in the beginning of the call that he can only go back up to 30 days on the account history. Before him the women I was talking to told me since the account is closed I can't to any thing at all. It seems like any one who comes on call thinks that the customer is begging for money. It am completely fed up of this. It was when I told the person from the higher ups on the call that I am going to write a complain to Revdex.com he wanted to give a credit for $20. I know I sound like an angry old customer but that is exactly how some one will sound who pays bill for 4 years and in the end doesn't get the services that were promised.Desired Settlement: On my old account which is ###-###-#### there is bill that is $179 that should be settled to zero and on new account of my household which is ###-###-#### I want courtesy credit and a letter of apology other wise I will take this to next level. I have made payment through out these years and Optimum/Cable vision has completely failed to provide the services promised in the agreement and in return I am always told you will only get credit from the day you informed us. What about if the problem is on going and comes back on in a day or 2 the most when you send a technician to fix it.

Do you expect the customer to be on the phone with CSR every single day for 1 to 2 hours to resolve this inquiry. If you only start adding the time I have called and the time I have spend with your techs at my house you will end up with a big number. Please , I am requesting you nicely to resolve the balance from my old account as credit for the outages and service issues I have suffered which is still on going.

Business

Response:

On 08/**/14, CECR spoke with [redacted], apologized for any inconvenience that he

experienced, advised that all service issues must be reported so that we may

properly address them and advised that credits are not automatically applied.

[redacted] was advised that we have reviewed his disconnected account and applied

credits totaling $96.00 for the times that he experienced interruptions of

service. Furthermore, [redacted] is aware that the courtesy credit of $20.00 that

was offered was applied to his mother’s account, a verified service credit for

07/**-07/** of $10.00 was applied to his mother’s account and that Field Service

Management will be reaching out to him directly to further address his service

concerns. [redacted] is satisfied and has our direct contact information, should he require

further assistance.

Consumer

Response:

I am thankful for taking the step towards resolving this matter. It would have been better If I didn't have to go through corporate office for this little thing. Anyways I hope you will inform the collection company who received the closed account ending in [redacted] to not to contact me again. I will pay the remaining balance directly to Optimum.

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: I have a service from Optimum for TV/Phone/Internet service - I am paying for an internet service which should download at the highest speed they offer 100 mbps or so - however my internet was slow and I reached to Optimum reps on few occasions - with no resolution except for usual please restart or move a router. Finally I spoke to a rep who seemed to know what she was talikng about and advised that the issue is that I am recieving a very slow speed - only 35 mbps vs 100 or so I am paying for. I reached out to Optimum - who offered to credit me for 6 days (in 6 days technician supposed to come out and fix the issue) however not for all the time that I was paying for higher services and was getting only lower service. I believe Optimum supposed to deliver a service for which I am paying and notify me when there is an issue or at least have a personel who can find and fix the issue. I therefore request a refundDesired Settlement: 4.5 months of internet service for about $50 = $225

I got less than half of promised speed - hence believe should recieve 50% refund or $112 less $25 Optimum gave me when I spoke to them over the online chat

Total: $87 in additional refund

Thank you,

Business

Response:

Cablevision spoke with the customer during which time he was provided with the direct contact information. Additionally, Field Service has addressed and resolved all service issues and issued the customer a courtesy credit.

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: Here is the same complaint I gave to the FCC:

Optimum online's database has "[redacted]" as the owner/caller ID name for the MTN [redacted]. MY name is [redacted] [the true owner of that mobile telephone number]. Obviously, the[ir] caller ID database is incorrect and has not been/will not be updated. I contacted Optimum and they told me that they were not going to help me and that they don't have to help me.

The number is a [redacted] number. After much research and calls to [redacted], I've found that is the "end" carrier who has the problem, NOT [redacted] ([redacted]). I have contacted [redacted] and Optimum. This complaint is about Optimum and how they refuse to update their database, thus giving callers an incorrect identification when I call their customers.Desired Settlement: Cablevision/Optimum and the other cable providers need to make an effort to rectify this issue when people call in. If the caller ID database is incorrect, then it should be fixed.

Business

Response:

case#[redacted]

Good Morning,

This complaint is not in relation to Comcast service. This complaint is for Cablevision/Optimum as noted in the complaint.

Thank you,

Business

Response:

On 10/*/13 at 5:05 pm, I made contact with [redacted]; he said that he has already replaced the phone number, and that no further assistance was needed and was thankful for the follow up.

Review: Optimum HURTS SMALL BUSINESS!! On 04/**/14 I purchased the Optimum Voice for the sole purpose of getting my business listed in the yellow pages and 411 directory. I just found out now 3 months later that my business was never listed in the directory, and more troubling is that one of my clients just notified me that if you look up my number it is someone else's name and listing. Now I am trying to cancel my service and they refuse to refund me the money for the months that I was subscribed to their service. Optimum made me pay for something they never provided!! This is like going to the grocery store, buying dinner and then upon checkout the cashier takes your food and your money and says sorry sir your family won't be able to eat dinner tonight, we're taking your money and not giving you what you bought.Desired Settlement: Full refund and cancellation of my service, I never wish to do business with optimum or cablevision again.

Business

Response:

[redacted] was contacted between 07/**/14 and 07/**/14 and advised that his

claim is valid because the Mobile order did NOT specify that his business

name/phone number was supposed to be listed in the directory. [redacted] was

advised that based on his Revdex.com escalation requesting a total credit of $119.80,

the account was already credited $85.00 on 7/*/14; therefore, the remaining

amount of $34.80 will be credited today, which should satisfy his claim. [redacted]

[redacted] decided to disconnect the Optimum services effective 07/**/14 and that a

truck-roll would be scheduled for 7/**/14 to have the equipment picked up. [redacted]

[redacted] was advised he would be sent a final statement as well as a credit

reimbursement check.

Review: I contacted cablevision today to disconnect my services as I have already switched over to [redacted] I spoke with rep [redacted] (op id [redacted]) who basically was refusing to disconnect my svces. Even though I declined all offers and kindly asked the rep to disconnect my svces several times. At the point when I saw we were getting no where I disconnected the call. The call was made today at about 3:25pm. I am very disgusted with the svces I received today. I initially wanted to try out [redacted] and if I wasn't happy with the svces, I was going to switch back to Cablevision. Now because of this whole situation that has really left a bad taste in my mouth, I don't think that will be happening. At this point I am not even sure if my svces are indeed disconnected.Desired Settlement: I want my svces to be disconnected and I want that rep to be thoroughly coached on his actions. I understand retention is all about retaining customer but a customer should not have to ask more than 3 times to PLEASE DISCONNECT MY SVCES!!!.

Business

Response:

Cablevision was unsuccessful in their attempts to contact [redacted], a no contact letter was mailed on 7/**/14 extending an apology for the poor customer experience. All services were disconnected, as requested, when the customer spoke to Cablevision on 7/**/14.

Review: I called for more information on their services, but ended up not choosing Optimum. Now I am being harassed by this company after asking 6 times to be taken off their call list. I also went through their automated "Do Not Call" List and they are still calling 5+ times a day. Their customer service representatives are rude and pushy.Desired Settlement: Do not contact me via email or phone call.

Business

Response:

We have made several attempts reach [redacted] to inform her the account has been updated to reflect a Do Not Call status for advertisement and promotions. [redacted] telephone number has been registered with the Do Not Call registry. An attempt to reach letter was sent on 6/**/2013 with direct contact information.

Business

Response:

7/**/2013. Update. We spoke to [redacted] and informed her her account has been updated to reflect a Do Not Call status. Her telephone number has also been registered with the Do Not Call registry.

[redacted] is satisfied with this resolution and stated she has not been receiving any calls recently.

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: My house is pre-wired for cable, such that one cable comes to the central box, and it gets distributed to all the rooms outlet. I used to have one cable box, when I got second tv for the room, I requested second cable box. I noticed that I am getting charged for second cable box rental, which is as expected, also getting charged for "additional outlet fee", which I believe is wrong as optimum has not done any new wiring/cabling. They have just provided me extra box. I believe "additional outlet fee" should be removed.Desired Settlement: I believe "additional outlet fee" should be removed.

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: After being a Cablevision of customer for 10+ years spending thousands of dollars for services annually, customer service refused to work with me on getting new promotions to lower my monthly bill. Every 3 months my cable bill jump by $30. I did not make any changes to my service but my bill increase anyway. New customers pays 80$ less then existing once, so to make more profit I have to pay more every month. Only promotion I got is triple play and free multi room DVR that did not work right anyway. Every night at 12am it stop getting program information and for 5 minutes I can not change or get any responds from DVR.Desired Settlement: I want to lower my bill

Business

Response:

We reached out to the customer and after careful review the account is not eligible for additional promotional offers at this time. Furthermore, it was discussed Cablevision would like to send a technician out to address his Guide and Multi-Room DVR issues; however the customer refused the visit. The customer is not satisfied, but understands Cablevision's position.

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: I would like to know how Cablevision/Optimum increase rates every year from 20 - 30%. This is plain outright out of control. I have limited choices in my area, which the company knows and takes advantage of. An monthly bill of $140.00 went up to $180.00. I have to have internet with the purchase of phone line, but I don't have a computer or use the internet. have only one phone and one tv and I'm a senior on limited income. Who is regulating these charges? I will be reaching out to the state also, as this has to get under control.Desired Settlement: I want a reduction in my price. I want someone to watch these practices because they just do whatever they want to.

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: I used to have an account with this company for which I made monthly payments through my bank account. As of November 2013 I transferred the account to someone else’s name. I made a request in writing and they acknowledged receipt of my request. Yet they have continued to debit money from my bank account without my authorization, while they are getting paid by the new account holder.Desired Settlement: Stop Charging my bank account for services that I am not getting.

Business

Response:

A refund of $245.90 has been processed for [redacted]. [redacted],has been made aware the account will be debited for any monies which were erroneously paid from the previous customer’s direct debit.

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,

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: I have not received confirmation that money will not be debited from my account for the month of March and form this point on. Until I receive written confirmation that no more money will be taken form my account, I do not consider this matter resolved.

Sincerely,

Business

Response:

On 3/**/14, a closing letter was mailed to the customer explaining that her Direct Debit option has been removed and that no further payments would be deducted from her banking institution.

Review: I purchased their product/service on 1/**/2014. They said they would reimburse me for the termination fee of $110 that [redacted] was charging me. They said I had to wait for the final bill from [redacted] which I did not receive until 3/**/14. I faxed the final bill to ###-###-#### with a cover page with my contact information including phone number. I received a fax receipt that my documents of 4 pages which included the [redacted] final bill was transmitted. Today, 4/**/14, I called Optimum to check on the status of my $110 fee reimbursement. They told me that their records showed that they only received the cover page but not the other three pages. They refused to provide an answer of why they did not contact me if the other pages were missing. They told me I would have to wait another 6-8 weeks if I re-sent the 4 pages today.Desired Settlement: Immediate reimubursement of the $110 fee which was promised to me 3 months ago.

Business

Response:

On 4/**/14, Cablevision spoke to [redacted] and informed him that we only received the cover sheet in his fax on 3/**/14. On 4/**/14, the customer faxed over his final [redacted] bill and it has been processed for reimbursement. We apologized for the inconvenience and informed him it would take 3-5 weeks for processing. [redacted] is satisfied and has our direct contact number if he has any additional concerns.

Review: After a year of a "promotional price" of $29.95 a month for basic internet service, I am now being charged a monthly price of $59.95 for the same service. I called Optimum and was told that this is "competitive pricing." I live in a 72-unit apartment building and there is only one option in the building for internet: Optimum. I find this to be problematic-- not having any competition allows Optimum to price gauge. They can charge whatever they want for internet service. My choice is to pay whatever they charge or to not have access to the internet. Optimum customer service representatives informed me that my building could switch if they wanted to, and also that I could "lower my internet cost" by ADDING services from Optimum (cable and phone). This kind of logic is insulting to me--trying to sell me more services when I am asking about my rights as a customer. I am a school teacher. I use the internet regularly as part of my preparation to teach, to communicate with parents, and to communicate with colleagues. I don't have a choice. I feel helpless and frustrated. I'm not getting a wage increase, so why are my bills constantly increasing?Desired Settlement: I would like Optimum to honor the original price I have been paying for the last 12 months. If it cost $29.95 for 12 months to deliver this service, why is it now suddenly doubling? Have the cables suddenly been lined with gold? My service quality has not improved, so why should by bill DOUBLE? This is obviously common practice among telecommunications companies, but does that make it ethical?

Business

Response:

Cablevision’s Sales department spoke with [redacted] and offered her a promotion for 12 months which would bring the cost of her Optimum Online service to $49.95 a month. This offer was accepted and the promotion will expire on 5/**/15.

Review: This complaint contains both billing and customer service and advertising issues. Having to make payments 2 weeks after due dates, free ondemand service is cut off. Yet, when payment is made, payment is made in full for 2 weeks of service not received. The payment date was told initially was not a problem due to the fact it took 3 trips to even get the service working. Customer service was arrogant. Also, personal billng information was given to person who had NO authority on account. Customer service knew this, stating that obviously the person they were speaking with was not on the account. We received not even an apology. Optimum advertises the free on demand and part of the service that comes with the package. I fully understand restricting upgrades, or any service that would add money to account. Free on demand is part of what we pay for. Attached copies of emails. [redacted] From: [redacted]Sent: 05/**/2014 12:58 AMTo: [redacted] Dear Valued Optimum Customer,Thank you for your email. Anytime an account has a balance that is 15 days past due the free on demand service is blocked from the account. We can change your billing cycle to due to your circumstances. However, if you choose to alter your billing cycle your next statement will be higher because it will include a pro-rated amount from the one billing cycle to the next. Would you like to change the billing cycle to have the bills due on the [redacted] or the [redacted] day of the month?Should you have any further questions or concerns, please reply to this email or use one of the many ways to contact us. We are available 24 hours per day, seven days per week for your convenience. Thanks for choosing Optimum,[redacted]. From: [redacted]Sent: 05/**/2014 11:00 PMTo: Optimum Customer Support Today I spoke with a rep about my bill. I realize it is paid a little late, which I was told when signed up about billing date there would be no problem. No matter, I pay the bill in full, yet I do not have full service for 2 weeks out of the month. I was told buy the rep, on demand basically does not count. So, this, is wrong"Get the channels that HD was made for - HGTV HD, TLC HD, and ESPN HD plus local channels like News 12 HDPut TV on your schedule with hundreds of hours of Free On Demand programs, including NBC, ABC, and FOX Prime Time shows plus popular kids programming.Take your TV screen to any screen. Watch TV online even when you're away from home, with TV to GO. Choose from CNN, Cartoon Network, News 12, and more." Please state that if you make late payment, you will be payingin full for this service that you did not receive for half the month. I c an not make a double payment in one month anytime soon. Right now I am on monthly check. Oh, was also told reps mother was [redacted] for 12 yrs, so he knows hardship. Shall I offer my sympathy, at least [redacted] is [redacted] is. Another issue was , when I first has to wait on disabilty check my nurse called because service was shut off. Someoone preceded to go over my billing information with him, STATING, you are obviously not the owner of the account. That had me livid. I did not even know my nurse had made the call until he told me. Now, what I would like, is for optimum to please adjust my billing date, so it will not be late. The bill will be paid 3 week of the month every month as this is when I get my income. Thank you for listening and I hope this can be resolved. Please contact via email I cannot always get to the phone. Thank you,.Desired Settlement: I do not feel we should pay in full for service not provided. Also, an APOLOGY, for the arrogant customer service rep we first spoke to. Also, for discussing private billing information. Warn people about bad customer service. Unfortunately , there is no other cable/internet option where we are no located, or we would surely change. Thank you.

Business

Response:

Between 05/**/14 and 05/**/14, CECR left multiple messages for [redacted]; however, was unsuccessful in speaking with the customer. On 05/**/14, a No Contact Letter was mailed advising [redacted] that Collections Holds are company restrictions placed on the ordering of services (upgrading service) or ordering of PPV and VOD programming. This is an automatic hold which is placed on an account that is 35 days past due. Furthermore the letter advised that Free On Demand allows customers to watch some of their favorite shows, at no charge; therefore, no credit would be offered.

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:

This has not been resolved. Again. I will be paying FULL price or no FREE on demand service that is part of package. I fully understand not being able to UPGRADE> However, with hours available to me FREE on demand is the service I require. Nowhere does it say, that FREE ON DEMAND is an UPGRADE. This needs to be properly addressed. If it do not have this service I should not be paying FULL price for the service. I f I am not going to receive a full month of FREE ON DEMAND, which according to everything they say they offer is INCLUDED, is not an upgrade.. I should not be paying full service price. As the person I spoke with made a point of pointing out what service I did have, it is still not FULL service I pay for. On demand is unfortunately the part of the service I require with my hours. The rep was arrogant and rude. Thank you for your help.

Business

Response:

As previously advised, there is no charge for Free On Demand services; therefore, [redacted] is not paying for a service that he is not receiving. A hold is placed on his account when the balance is 35 days past due; restricting the ordering of Pay Per View and Video On Demand (including Free Video On Demand) services. The interactions with our Customer Service Representatives will be reviewed and addressed internally.

Review: Optimum keeps calling my cell phone through their automated system with updates of some kind as they used to have a customer who owned my number previously. I have asked Optimum repeatedly to stop, but they only acquiesced after a Revdex.com complaint. Now after about the year the calls resumed.Desired Settlement: I'm on a prepaid number, and at this point I have spent money to answer their calls. I would like Optimum to remove my number from all their databases (for real this time) and issue me a check in the amount of $10 to cover the cost of calls ($.10/minute). I would also like they to figure out how it is that they can't get this basic thing right.

Business

Response:

On 7/*/14, Optimum spoke to [redacted], apologized and advised him his telephone number would be removed from our contact list. This could take up to 30 days to go into effect. The customer was satisfied.

Review: Optimum online is extremely deceptive in their billing practices. Their standard rates for internet service are $59.95 which is an outrageous amount to pay for 20 Mb/sec service. The only way to have this reduced is to threaten to cancel your service in which case they lower it to $29.95. What they don't tell you is that that lowered rate is temporary and they are free to raise your rate back up to the standard rate at any time. Well, unfortunately I set up auto payment plan with them for $29.95/month. I didn't notice when they raised my rates back to $59.95 about 7 months ago. That means I've overpaid for my internet by the amount of $210 over the 7 months and I would like a refund on that money.

The problem I have with this is that this company has 2 rates that it offers customers. They know that a fraction of their customers will refuse to pay $59.95/month for internet and so they create a lower rate for anybody who bothers to call. This is a standard practice that is widespread. The employees are trained to handle this. There are even companies online that will call for you just to lower your rates. I shouldn't have to call and threaten to cancel my service for them to give me the best rate possible. They shouldn't be allowed to double my rate without notifying me in writing first. There are literally thousands of people being taken advantage of and paying too much for their internet. This is simply not ethical behavior from a company as big as Cablevision.

At this point, all I can do is voice my dissatisfaction with this company. In my area, Optimum has a monopoly over internet service. They can charge whatever they charge and offer crappy service in return because they know there is nobody else I can get internet from. I am hearing about city municipals that offer 1Gb internet service for less then I am paying now. [redacted] fiber has offered to 1Gb internet free for a handful of cities. I'm just wondering, why can't we get fiber here? I suppose, the monopolies that be do a lot of lobbying to make sure their lucrative business stays free of any competition. Apparently they spend all that money lobbying because they sure aren't spending it improving service to its customers.Desired Settlement: I would like an adjustment to my account in the amount of $210. The total amount I was overcharged during the past 7 months.

Business

Response:

The Corporate Escalations specialist confirmed that all email sent to the customer at his preferred mailing address was transmitted successfully, including notification of billing statements being ready to view and information regarding the customer's promotion. A Customer Service supervisor advised the customer he was not overcharged, but being charged the correct amount after the expiration of the promotional price. The Customer Service supervisor offered the customer a $90.00 one-time courtesy credit, which the customer accepted. The [redacted] has determined that the customer is not entitled to any further credit at this time. The customer is not satisfied with this resolution.

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:

[Your Answer Here]

Optimum continues their disingenuous practices of offering promotional rates on inflated rates to create the illusion of value. The rate hikes after promotion are not in line with fair market value since they are operating in a monopoly in my area and chose to exploit peoples need for internet service. The increase in the past 10 years is greater than 300% higher than inflation. Furthermore, I find their policy of requiring customers to threaten to cancel service in order to get a better rate rather ridiculous and should not be tolerated. Optimum only partially addressed my concern about being over charged for 6 months. They did not acknowledge the effect their policy has on customers, their inflated rates, or their poor customer service record and that is why my complaint should stand as being unresolved.

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

Sincerely,

Review: Cablevision / Optimum Online has erroneously billed my account for over 3 years for a phone # that I cancelled over 3 years ago.

They claim that they have no recollection of conversation to such cancellation of the phone line. This might be true but just because they don't have recollection this does not mean it did not happen.

They also say that its my fault for not looking at my bill. However the bill shows a $29 charge for the main line and another $29 for additional Line(s).

However there are no mention of how many lines(s) are $29 and there is no phone # brake down. So I had no way of telling how many phone #s we were paying for. Therefore I would not know or notice that they have been charging me for the 3rd line for over 3 years. THE FACT IS THAT I HAVE NOT USED A PHONE LINE FOR 3 YEARS AND THEY HAVE BEEN CHARGING ME FOR IT. Discusting.Desired Settlement: Cablevision must refund the charges for the third phone line (I dont even know the phone number at this point)

I know I have been using and want to keep using [redacted] as main line and [redacted] for fax only. that's it. The third line has not been used for over 3 years and I called to cancel it then.

Credit the account for the 3 years of phone charges (which I cancelled over 3 years ago) About $540 + fees to be credited to my cablevision / optimum bill.

Business

Response:

Customer Service advised the customer that Cablevision has no record that she requested to have 1 of her 3 phone lines disconnected. Customer Service disconnected the line and credit the account for 2 months service. When CECR attempted to address customer request for additional credit the customer disconnected the call. A letter was sent to the customer requesting that she contact Corporate Executive Customer Relations to discuss her request further.

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:

[I have been charged without my knowledge and authorization for an unused line for years as per my original dispute.

Their answer is that

"Customer Service advised the customer that Cablevision has no record that she requested to have 1 of her 3 phone lines disconnected"

It was my original dispute that its not my fault that Cablevision does not have my original request to close the 3rd line" The problem is that I was charged for the line for years because they never stopped charging for it when I originally requested for them to do so.

Their reply to Revdex.com is "Customer Service disconnected the line and credit the account for 2 months service. When CECR attempted to address customer request for additional credit the customer disconnected the call" That is a lie. When he called me he did not even know of the line or the charge or how to find the charges. He basically lied to me and said that they were not charging me for a third line, yet they just credited me for 2 months. They never contacted me to give me additional credit, that is a flat out lie. And I would have never agreed to anything less than full credit for all the years of unused service on the line. In addition the one time I did speak to a representative He told me that he would call me back with the full credit amount which he never did. This was over 3 weeks now and still no call back. I never hung up on him especially if he called to give me credit for the years of unused line. Besides they need to credit the account for the unused line for all the years not 2 months. As of yet I have not received a letter as they state they sent. however I request that this case not be closed as it has not been resolved and their Corporate Executive Customer Relations dept. wants to get in touch with me they may call me at my house or my cell [redacted] any time.

Please advice Cablevision to stop being so petty over 1 phone line that I canceled years ago and for which they can tell I have not used for years. Further more they should change their invoicing to show all the phone #s so people can tell how many phone #s they are paying for. their billing is purposely written in a manner that hides the amount of phone numbers you are paying for. Cablevision should end this practice. Or at the very least give me the refund for the years of unused phone line for which they have wrongfully charged me for. ]

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

Sincerely,

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:

[I did cancel the line. Cablevision failed to cancel the service for the 3rd line more than 3 years ago. You can further validate this by looking at the 0% usage since that point. In addition the only reason why I was not able to tell that the 3rd line has been charged for so long is because the bill is not itemized by lines as it should be and it gave the false impression that I was being charged for 1 or 2 lines. (It's my belief that Cablevision does this on purpose to millions of its customers) I'm greatly disappointed in cablevision for allowing this complaint to go this long. As a paying customer of over 11 years this is an insult. At this point this is 100% principal and I will NOT Pay for a service that I did not receive. I hope it ends here but the court is on Cablevisions court. Still waiting for the refund???]

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

Sincerely,

Business

Response:

On

8/**/14, CECR offered and the customer accepted a credit of $180.00. Customer

aware credit would be applied to his account before 8/**/14.

Review: Optimum/cablevision is refusing to allow me to become a customer because another individual that lived at the same address as myself four years ago (different name)had an account that has now been closed for four years, owes a $100.00 balance that has gone to collections. I have never had an optimum/cablevision account.I find this tactic extortive and am hoping there is/are laws to prevent Optimum/Cablevision from conducting business in this manner.I will attach a copy of a chat conversation I had with Optimum/Cablevision.Desired Settlement: Establish that this is an unfair and possibly illegal policy

Business

Response:

[redacted] acknowledged that the account in question, with a $110.22 write-off balance, which he is linked to was his brother, [redacted]'s account, address [redacted]. [redacted] acknowledged that he resided at the address at the time. [redacted] was also an authorized user on the account, which he acknowledged, as well. On 9/**/14, [redacted] was contacted and advised that payment of the $110.22 outstanding balance is required before new service can be established at the address. [redacted] was not satisfied with this requirement; however, is aware the $110.22 write-off balance has to paid, prior setting up new service at this address.