Cablevision Systems Corporation

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: 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: 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: 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: 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: 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: 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: 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 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: 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: 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: 3/**/2016

To Whom It May Concern:

This is about Optimum overcharging its customers for services not provided. My account # [redacted].

Optimum charged one cable box that I have never owned for the past 8 years. After it was clear that this cable box was actually in its own inventory, I was refused a full refund for this overpayment. Below is the timeline of my experience with Optimum store in [redacted]:

- In January 2016, I found charges for three cable boxes on my bill. I called Optimum and decided to return the two boxes that I did not need.

- On Feb. * 2016, two boxes were returned to Optimum. Then I realized one of the boxes was a DVD player. I only owned two, not three, cable boxes. Receipt of one Optimum box was issued to me. I requested an investigation for the whereabouts of the other box.

- After repeated phone calls to Optimum, finally I was told that the third box on my bill was actually in Optimum inventory. I was told that no more charges for this particular box would be billed to me.

- I called on March 9 to inquire about refund of past charges from this third box. A female associate answered the phone, telling me that refund was already credited to my account since there was a $332.51 credit on my account. I explained to her that this account used to be owned by my ex-husband. I missed a few payments and had to pay a penalty fee in the past since I could not see my bills for a long time after my divorce (bills were only allowed being sent to his address). I sent a large check with overpayment in August 2015 to Optimum to avoid such penalty ever happening to my account. That credit of $332.51 was my own money, not refund money by Optimum. She agreed to start an investigation.

- I called again on 3/**/2016. A male associate answered my call. After hearing my story, he told me again that the overcharge was returned to me since there was a credit to my account. I explained the situation to him again. He then said that there would be no refund since it was my mistake not to check my bill every month. I asked to talk to his manager. His manager, [redacted], agreed to look into the matter. She promised to get back to me in one week. I had been contacted by a female associate after that conversation that no refund would be issued to me although she did not say the reason.

I do not understand the rationale that Optimum refused to return the overcharge for this nonexistent cable box back to me. The fact that my ex-husband and I did not check our bills monthly is not an excuse for Optimum to overcharge us. As you know, many of its users do not even read English well. I hope that Optimum does not over bill them either.

I would like to have my money back for the service that I have not received from Optimum in the past 8 years. I also would like a refund for penalty fees of not paying my bills on time since there was always an excess of payment on my account due to this overcharge.Desired Settlement: I would like to have my money back for the service that I have not received from Optimum in the past 8 years. I also would like a refund for penalty fees of not paying my bills on time since there was always an excess of payment on my account due to this overcharge.

Business

Response:

In her Revdex.com complaint, [redacted] states she has been charged for a cable box she did not have for eight years and was refused a full refund. Additionally she was provided inaccurate information on her balance. [redacted] took ownership of this account on 9/**/15, accepting responsibility for all equipment and outstanding balances as of the effective date of the account transfer. There were three cable boxes associated with the account on the transfer date of 9/**/15. One box was returned to an Optimum Store on 2/**/16 and the customer discovered there were two additional boxes left on the account, advising she only had one box in her home. Optimum verified which cable box was hooked up in her home and removed the additional box from her account on 3/*/16, waiving the equipment charge fee. As a courtesy, we back billed the box to 2/*/16, leaving one box currently on the account. In addition, we issued a courtesy credit in the amount of $30.50 representing 5 months credit for the box, from the date of the service takeover on 9/**/15 through 2/**/16. Optimum spoke to the customer several times between 3/**/16 – 4/*/16 to apologize for the poor experience and inform her of our investigation results. [redacted] has our direct contact information should she have any additional concerns ###-###-####.

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:[redacted]I am sorry that I filed an additional complaint against cablevision for the same issue. I thought that complaint was dismissed by cablevision. Thank you for letting me know the procedures for following such complaints.As per my own investigation, one cablevision box was billed to my current residence since year 2012 even though this box never had left the cablevision store. It is only fair if this overcharge be fully refunded to the accounts which was owned by [redacted] in 2012-2015 and then by me since 2015. This account also was billed for a penalty of late payments. I also request the refund of this penalty since the account always had an excess of fund due to this overcharge. Sincerely,[redacted]

Business

Response:

On 4/[redacted]16, an Optimum specialist spoke to [redacted] advising her that she took over ownership of the account in question on 9/**/15. She was advised that full credit for the box charge was issued to her account since her date of ownership. She was also advised that the unreturned equipment charge was waived. Optimum shows the equipment in question was added to the account on 8/**/12 under a different name, belonging to [redacted]. [redacted] was advised that no additional credit is warranted for this dispute. The customer has been provided our direct contact information.

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 being a loyal customer for over 20years I moved outside Cablevision's territory. I returned to my email box 2 wks after returning the cables/boxes/modem and found my address book with all email over these years - GONE. 'Your email is active until November and we see emails currently in your box - which you can access anytime' was 'Cablevision's' comment. I had to wait on hold for over an hour to get to a 2nd and then 3rd technical support person. '[redacted] After days of hold, disconnect, hold, talk to robot, hold, disconnect, nothing was done. Finally someone said [redacted]' I HADN'T BEEN INTO THE EMAIL SINCE I MOVED, SINCE I RETURNED THE MODEM! So the last month of my service - the most critical month in 20 years - over $20,000. in billing - they reward me by losing all my contact information. Contacts for home repair, business contacts, family, friends - MY ENTIRE LIFE GONE. 'Sorry, it's you'How can that be - if I haven't even been able to access the email system? HOW? No explanation. It's you.Words fail me - the amount of frustration, time and money lost because of their negligence. Now, the cell phone number which they claimed was 'private...would never be shared...for emergency/technical issues only'' they've given to a collection agency. I don't use the phone, it's expensive (I'm not on a plan) and now it's ringing all hours of the night and when I'm driving. Their negligence has cost me time, money and enormous stress. I have lost relatives whose phone numbers were in those emails. I have lost access to tradesmen and people who aren't listed online. I DID NOT GET THE SERVICE THE LAST MONTH PROMISED. NO, I GOT THE ENTIRE 4 YEARS WIPED CLEAN. And now I'm being harassed from a company who is sharing private information.Desired Settlement: I would like them to drop the charges, drop the collections, burn my information. If they can lose my emails they can lose my cell number.

Business

Response:

On 10/*/15, CECR spoke with [redacted] and acknowledged receipt of her Revdex.com complaint. As per our investigation, the customer initially admitted to deleting something on her OutlookExpress program when setting up services with Time Warner. [redacted] advised we do not support or troubleshoots 3rd party email clients; however, did try to assist with resetting her [redacted] email on Outlook. On 7/**/15, she called stating she could not receive emails prior to 6/**/15 and the issue was escalated for investigation. A follow up call was made on 8/*/15, to advise the 3rd party email software the customer used was downloading her emails but not saving a copy of them on the [redacted] server. Thus any emails received after 6/**/15 were able to be seen on [redacted] service but anything prior to her disconnection was not. The customer eventually accepted the information after seeing the option was not selected on her laptop.On 10/*/15, CECR explained the findings and also advised her balance of $107.81 for services rendered stems from a partial payment in June 2015 and credit $30 given to her on 7/**/15 fora billing dispute. [redacted] continues to find fault with [redacted] for her 3rd party email software and because of that, she will not pay outstanding balance.

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]The answer is inconclusive with peripheral information not supportive of the responder's explanations. 1.''admitted to deleting something on her Outlook'' YES I DID DELETE 'SOMETHING' This doesn't imply EVERYTHING. I was an [redacted] customer with that email address for over 12 years. I didn't delete 2,347 emails.2. Online email from the [redacted] site downloaded emails that were opened by Outlook. My 'mirroring' was on in spite of 'thinking' it was off. I opened email from [redacted] using the Outlook app and [redacted] server from 6/**/15 on. If mirroring was off; this wouldn't be the case. I could even delete a file on Outlook and see it on [redacted] (ergo 'some files were deleted") to prove this point. 3. The explanation of a partial refund is inaccurate and not pertinent to this issue. This is an issue of not getting emails and not paying for the addresses therein contained - I explained to [redacted] - I have lost business and personal contacts. This cost me loss of business and the conversations I had through State Attorney of Colorado - attempting to find my father's ashes. It's costing me time, aggravation and a lot of heartache.I have over 4 years post grad work in computer apps and programming and I know it's nearly impossible to delete text permanently. I have been a loyal customer for over 20 years and would not leave a bill unpaid if services were rendered. If I was of that character, I'd have left the previous bill unpaid as well. Please understand that what's happened is not an application error, not a user error on this end.

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

Sincerely,

Business

Response:

On 10/**/15, CECR contacted the customer in response to her Revdex.com Rebuttal; however, the call ended after CECR announced their identity. A call back was made and a message left for the customer with our contact information. The findings to our investigation remain the same, as Outlook is not a product that Cablevision provides nor troubleshoots, therefore we have no control over what settings are chosen, or if another service provider overrides any settings when helping to activate under their email system. We are not responsible for loss of contacts or emails under a product we do not offer. Lastly, a refund is not warranted and the balance on her account is still valid.

Review: For months, we have been receiving sales promotions at least twice a week, sometimes three or four times. When I phoned Optimum to ask to be removed from their promotions, they took down my information and said that it would be taken care of. Their way to "take care" of this, was to start sending the promotions in the name of another family member, instead. I have tried everything that I can think of, to get these mailings to stop. I phoned the sales office (###-###-####) at least three times. During one of these calls, I was given a 'do not mail' number to call. I called, twice, from both of the phone numbers associated with our address. The recording said that this could take up to 30 days. This was over two months ago. Most of their mailings had no return address, so I am not sure which Optimum office sent them. Several weeks ago, one mailing did show a return address: [redacted]. I wrote them a letter requesting that they stop sending promotions to our address. After getting more mailings, I phoned the sales number again. The customer service person said that he would forward an expedited request to the sales office. However, they are still sending them. We are tired of being harassed in this manner, and are at our wits' end.Desired Settlement: I want the following TWO results, please.

1. Optimum should immediately stop sending sales promotional mail to the address associated with this complaint. This applies to ALL the residents at this address, no matter what their name. Optimum should do this for both telephone numbers that are associated with this address.

2. I also want them to send a personalized letter of apology to me (a normal, first-class letter), with a promise to cease and desist.

Thank you!

Business

Response:

As of April **, 2015 the address in question has been removed from future mailings. It can take up to thirty days for all promotional mailings to cease. As requested, a letter has been sent via US Mail to confirm this removal. An apology has been offered verbally and in the context of the letter for any inconvenience these mailings have caused. [redacted] is 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:

I have not yet received the promised letter from Optimum. Also, I am not happy with the phrase that "it can take up to 30 days". I was assured on the phone that I would get no more marketing mailings, EFFECTIVE IMMEDIATELY! (I was told this, after I reported that I had received yet another mailing.)

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

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: Continuous failure to provide consistent service. All services (voice, video, data) keep failing on a regular basis for the past few weeks. This is currently the only landline service at my residence and the only available broadband service in this location. I work from home and my job requires Internet access and a good voice connection. This constant failure of voice and data services is a cause of constant inconvenience and disruption.Desired Settlement: Whatever is causing this constant issue needs to be repaired.

Business

Response:

Field Service attemped to contact the custom er serveral times with no response and a No Contact Letter was mailed on via [redacted], tracking number[redacted] on 11/**/14.

Review: I called cablevision 10-**-14 to have my cable service moved from the second floor of my house to the first floor. I had a bill for that month to pay but was told not to pay that bill since the new bill will be adjusted. I questioned if my next bill will be doubled. The agent said no it will not be doubled, but in fact your next bill should be lower than what you are paying now. Ok so I get my new bill and it is in fact doubled! I am on a fixed income and cannot pay this bill for $305.88. I know I was given the wrong information and should not have to pay the consequence of being misled.Desired Settlement: I feel some reduction should be taken off this bill since it is not my fault someone gave me the wrong information.

Business

Response:

On 10/**/2014 the customer contacted Customer Service to paya bill for her prior account. The customer was informed a prorated final billwould be generated for her prior account and the prorated charges wouldtransferred to the new account. When the customer asked if the bill would bedouble, the representative stated that the bill for the disconnected accountwould be lower, as we charge only for the days the service was actually used.This information was correct; however the total bill for the new account wasactually higher because it included both the current account and prior accountbalances. This led to a misunderstanding between Cablevision and the customer.The customer now fully understands the current bill and a credit was offeredand accepted by the customer for the poor customer experience thismisunderstanding caused. The customer has expressed satisfaction from thisresolution.

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: 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,