Cablevision Systems Corporation

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.

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: 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: 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: 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: I was pursuaded by cablevision to switch to their service. I was happily using [redacted] for many years. Cablevision promised us "Fastest Internet on the Market" if we switched to their service. We obliged. To our dismay, our internet service became worst and unusable in many parts of our home; especially where we spend most of our family time. Cablevision's IT team advised us to buy n extender which would help us receive WIFI signal in those areas and they would cover the cost for it. Fine, I gave it a try and it made matters worse. With our busy schedule, I didnt get a chance to call IT dept at Cablevision and just dealt with the issue. For months we paid overages to [redacted] (Our Cellular Phone carrier) because we would constantly go over cellular data due to us not having any WIFI at home. Last week Monday June [redacted], I finally gave up and called and they set me up for a technician to come take a look at the problem. Technicin came and upgraded us to a better router and changed its location for better signal. Fine. The technician was very helpful and said he will put notes in our account that the old router was defective and that we can be reimbursed for all expenses paid to [redacted] for over data usage which is rougly $25 a month. I said fine. Internet now works great in places where signal before was weak. But now we have no signal where the router originally was. It was like borrowing from Peter to pay Paul. When we called to cablevision yesterday, the CS agent refused to be helpful and said there is no such reimbursement. And refuse to help us. So now I have no internet and I no reimbursement. I want compensation and my next letter is going to be to the Attorney GeneralDesired Settlement: For the last 10 months we have paid [redacted] $25 a month in overages. We are asking to be reimbursed for each month and compensation for the time invested towards this matter. We want to be refunded a minimum of $300

Business

Response:

Cablevision’s Field Service department contacted [redacted] and offered to have a Field Service Supervisor visit his home to resolve the service issue. The customer did not wish to discuss the matter further. Additionally, on 9/*/13 [redacted]’s account was credited $50 so that he could buy a wifi extender in an attempt to resolve the wifi coverage issue in his home.

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:

$50 credit will not even cover a percentage of overages I have had to pay my cellular carrier for data charges due to your faulty product (router). It is unacceptable

[Your Answer Here]

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

Sincerely,

Business

Response:

Cablevision applied a $50 credit on 9/*/13, which was promised to [redacted]. Cablevision did not promise to reimburse the customer for his data charges. Cablevision will not be issuing any further credit at this time.

Review: On 3 separate occasions in 2015 Cablevision had to come to my residence to repair my cable.

All three times I asked the technicians not to pull up my carpet by the back door.

All three said they had to... to find the cable lead. (PS It wasn't at the back door location)

When all 3 pulled the carpet up, they just smooshed it back into the wooden floor.

My back door has never opened or closed right since their repair visit. The carpet by my back door

was fine before these 3 cablevisions workers ripped it up.

I called Cablevision, they sent Chris to evaluate the situation. Nice scam! I heard back from his supervisor, Tom B.

Tom informed me that the carpet was already pulled up, and that this was my problem, not Cablevisions,

I told him YES, my carpet is ruined from your 3 technicians!Desired Settlement: I would have no reason to lie to Cablevision about your 3 technicians that tore up my carpet.

This is not right. My carpet is completly ruined by my back door.

Again...carpet was fine before Cablevision's 3 techs came in.

Do the right thing and have my carpet repaired.

Business

Response:

On 3/**/16, Cablevision met with the customer and maintenance workers from the housing complex, who agree that the damage was caused by a low hanging door, and is not the result of Cablevison's actions or presence.

Review: I SIGN UP FOR INTERNATIONAL CALLING SERVICES WITH THEM AND THEY HAVE DISCONTINUED THE SERVICE CLAIMING I ASKED THEM TO DO SO ON DECEMBER [redacted] 2014 WHICH IS IMPOSSIBLE BECAUSE I WAS OUT OF THE COUNTRY AT THE TIME I HAVE MY TICKET AND PASSPORT TO PROVE IT. I CALLED THEM TODAY AND WAS TOLD THAT BY MANAGER [redacted] ID#[redacted] I HAVE TO PAY THE CHARGES BECAUSE IT IS NOT THEIR FAULT WHEN IT CLEARLY IS THEIR FAULT.I WANT THEM TO PRO-RATE THE PHONE CALLS THAT WERE MADE SINCE I WAS SUPPOSED TO HAVE THE $19.99 PLAN WHICH GAVE ME 250 MINUTES A MONTH AND WOULD HAVE CUT ME OFF ONCE MY MINUTES ENDED. THEY CANCELED MY PLAN IN DECEMBER WHICH MEANS FOR THE PAST 5 MONTHS THEY HAVE BEEN OVERCHARGING ME. THAT IS NOT FAIR AND LEGAL.THEY ARE ABUSING THE SYSTEM BY CHANGING CUSTOMERS PLAN WITHOUT THEIR KNOWLEDGE TO OVER CHARGE THE CUSTOMER. IT IS NOT FAIR AND SHOULD BE ILLEGAL.PLEASE HELP ME STOP THIS INJUSTICE.Desired Settlement: I WANT THEM TO PRO-RATE THE PHONE CALLS THAT WERE MADE SINCE I WAS SUPPOSED TO HAVE THE $19.99 PLAN WHICH GAVE ME 250 MINUTES A MONTH AND WOULD HAVE CUT ME OFF ONCE MY MINUTES ENDED. THEY CANCELED MY PLAN IN DECEMBER WHICH MEANS FOR THE PAST 5 MONTHS THEY HAVE BEEN OVERCHARGING ME. THAT IS NOT FAIR AND LEGAL.I WANT PRO-RATED CREDIT FROM DECEMBER [redacted] 2014 UNTIL APRIL [redacted] 2015.

Business

Response:

After review of the recorded call on 12/**/14, the caller who claimed to be [redacted], confirmed all account details, including details not provided on a billing statement and discussed their current billing with Customer Service. They advised they were not using the international calling plan, OV World Call, but would like to have the service removed with an effective billing date of 1/*/2015. The Customer Service representative advised the customer that any unused minutes would be lost, after disconnecting the service, which the customer understood and still wanted to complete the transaction. The Customer Service representative confirmed the change would be completed on 1/*/15, per their request.Cablevision left messages on 4/**/15, 4/**/15, and 5/*/15, regarding receipt of the Revdex.com complaint and requested contact. Cablevision received a call on the evening of 4/**/15, from a caller who provided a different first name, [redacted]. The caller said she would attempt to discuss the matter further with the assigned specialist on the morning of 5/*/15, but no call was received. At this time Cablevision cannot credit the international charges of $400.00 because the original caller had detailed account information not found on a billing statement. Should there be other individuals in the home that has access to sensitive account information, we suggest to have the account holder call in to set up an account pin to avoid anyone else from calling in claiming to be the account holder to make changes to the account, unless they were provided with the account pin and were an authorized user on the account.

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 work too and I've returned their calls on several occasion and have not been able to talke to the right person. I will call them on saturday or they can call me monday-friday from 515pm till late night or sat and sun anytime

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

Sincerely,

Review: I had a promotion from Optimum with free international calling until 2013. I contacted optimum customer service in Jan 2014 to cancel my service because the promotion is ended. But the customer service convinced me to continue the promotion but with a higher monthly payment with free international calling feature again. But I have observed that they have been charging me for all the international calls and I had tried to resolve this issue with their customer support and they have been saying that I never talked about international calls at all during my conversation in January, which is not true.

I have also asked them that there are cheaper services for international calls out in the market and there was no reason for me to choose to continue them for 2014 and they kept on saying that they could not help at all with this. Their customer support was rude, especially their lead - [redacted]) was really rude to provide service.

I told that I am trying to be nice to resolve this issue with them directly rather than suing them, but they could not help at all.Desired Settlement: Return all the charges that were posted for international calls since Jan 2014 and also they wasted my valuable time to resolve this issue.

Business

Response:

On 09/**/14, CECR spoke with [redacted] to advise that in review of his interactions with Customer Service in January 2014, he downgraded the level of TV service from iO Preferred to iO Economy; however, an International

calling plan was not added and our records do not show that it was discussed. Furthermore, [redacted] was advised the International Calling charges were clearly listed on his monthly billing statements for the last 8 months and were never disputed. The International Calling charges total $317.74 and although [redacted]’s billing statement reads that “Billing errors must be reported to us w/in 30 days” a credit of $159.60 was placed on the account, as a courtesy. [redacted] accepted the credit; however, is not satisfied that all charges

would not be credited and states that he will be further reviewing his records.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not fully satisfactory to me, I am still closing this issue at this. This is definitely not a great customer service from Optimum and I will definitely not give them any business in future. Thanks to Revdex.com.

Sincerely,

Review: I asked for optimum sevice got it and never hear from them until I got a phone call from a so call debt collector.

Until now I havent received any bill or heard from Optimum.Desired Settlement: I want a biill but just for the service really provided

Business

Response:

On 9/*/14, Optimum spoke with the customer who was advised the original sales call was reviewed and he provided the correct address, but when the sales representative repeated the address he confirmed the incorrect address. An apology was offered for the inconvenience and copies of his billing statements were resent to his correct address.

Review: Received letter dated June 2014 from Optimum stating I would be on a promotion beginning July 2014. I was raised $22 at the next bill. I called and asked for my senior citizen discount and they said they would not give it to me because I was on a promotion even though they raised my bill $22 per month. They used every trick in the book to bring my bill to an exhorbitant amount. They gave me a premium channel that I do not want, loads of fees and taxes, etc.Desired Settlement: Stop the fraud, be honest. Give me my senior discount. This service is too expensive.

Business

Response:

The customer is currently on a Step Up promotion until 7/*/14 for $157.23 plus tax a month. On 7/**/14, CECR spoke with customer and offered the Optimum Preferred Triple Play Save promotion for 12 months at $152.23 plus taxes. The customer declined.

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]There is no resolution from them. By the time they add their fees and taxes it would come to more than what I am already paying. They keep giving dates as to when my promotions are. This is unclear. They will not give me my senior citizen discount. The lady from the corporate office was continually speaking and would not let me get a word in. That to me is an abuse tactic that is used by people who are dead wrong but continue to talk. They are a monopoly corporation who is not controlled and they do what they want. They give themselves raises at will. The public needs more alternatives.

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

Sincerely,

Review: I recently starting working for [redacted] where they offer Directv service to their employees for a deep discount. I had this companies service in my apartment where I had lived out their promotional pricing, when I moved to my new home I signed up for their movers offer where they added a home phone service and gave me a new promotional price for 2 years. I decided to sign up for the company discount I was going to receive for [redacted] and had to change my plan with [redacted]. I haven't seen anywhere in their terms that I signed saying that if I changed my plan I couldn't continue to receive a promotional pricing for the rest of my term. Either way I was met with being scammed. The person I contacted changed my plan and added on a service I did not ask for. I contacted the live chat and they told me I would have to call. I wasted almost 25 minutes on a phone call where they told me they could take off the service but I would still have to pay for at least 3 months. The person on the phone obviously didn't believe me that I didn't add the service, I was on hold for most of the call. I felt like I have been ripped off and my bill slammed. He first took down my number and said they would have to review a live chat I had with the person who made the adjustment on my bill. I explained to him exactly how it went. When they reviewed it after another hold time I finally felt like I was being treated as a customer as it took almost 25 minutes to even hear an apology. I don't blame the person on the phone as they are not the one who added the service or couldn't help me with my pricing. I mean I am paying $70 a month for just internet with this company. Clearly they don't care about customer retention. I think because I have autopay setup the person thought they could get away with it but I got an e-mail welcoming to me a plan I never signed up for. I had to waste at least 30 minutes of my time today plus the time it's taking to write this complaint.Desired Settlement: Have my billing set to their current promotional pricing for just internet and to make sure that charge is taking off and credited to me.

Business

Response:

On 2/**/16 the customer contacted Cablevision to remove TV and Phone services. The Sales representative told the customer he would pay $69.95 for Ultra 50 internet service but failed to mention this included our Service Protection Plan. Regarding our terms; the "Extra Details" link on [redacted] for triple play promotions states "[redacted]” therefore, by removing TV and phone service the customer lost his prior promotion. On 3/*/16 the customer called in to advise of the billing error. During the call, the customer service representative placed the customer on hold and checked with a Supervisor who verified the customer did not order the Service Protection Plan and advised we would credit the customer for the charge. The customer was told he would see an adjustment on his next bill and the call ended. The Service Protection Plan has been removed, and the charge has been credited through 2/**/16. On 3/**/16 & 3/**/16 attempts to call the customer regarding the Revdex.com complaint were made; however, the customer did not answer and his voicemail was full. On 3/**/16 a no contact letter was sent with our contact information.

Review: On November *, 2012, our house burned to the ground, taking all the Cablevision equipment with it. I went in to their offices and explained the circumstances, and received a waiver for the equipment. I cancelled the service, but kept the phone number which cost about $10 a month. In January or February of this year, I started getting billed monthly again. I called to explain. The next month I got billed for another month PLUS equipment charges of over $800.00. I called again to explain. The representative said she would speak to a [redacted] register my complaint. Now I get a message that they can only give me credit for one month. And because I haven't paid the bill, they cancelled my account, taking mmy phone number with it. So after paying to keep the number for over a year, they just wiped it out.. The response from the rep was "Sorry about that."Desired Settlement: I should have a bill for $0 and a credit for all the months that I paid for the phone number to be held.

Business

Response:

Between 04/**/14 and 04/**/14, CECR made multiple unsuccessful attempts in speaking with [redacted] On 04/**/14, a No Contact Letter was mailed advising [redacted] that effective 10/**/2012 his account was placed on Cablevision’s Disaster Accommodation Program and the phone numbers were kept through 09/**/13 without any charge. In August of 2013, a letter was sent to him advising that the current offer that he’s receiving would be coming to an end as of his September 2013 bill and the services would continue to be billed at the discounted rate of $4.95 each for the following three months, after which they will be billed at regular rates. The letter further advised that from 10/**/13 to 12/**/13 his account was billed at a monthly rate of $15.85 plus tax and on 01/**/2014 the account began to be billed $129.85. Lastly, the letter stated that the current balance on the account is $31.85.

Review: I had [redacted] fios for a period of time. I was then approached by Optimum about going back to them and they offered to pay my closing contract fee. So our family decided to switch back as long as the fee was covered. We had a verbal agreement and this was back in December. It is now about to April and not a word about the check for the fee. Now [redacted] has sent that bill to collections and I am getting constantly bothered by them for the fee. We have tried to tell them directly about this situation and all we hear is they will send the check in two weeks...though now we are approaching April and still no luck.Desired Settlement: I need to the check for the closing fios fee now. The more days go by the more I will have an unpaid collection on my credit report because Optimum can not go through with its agreement.

Business

Response:

The sales order form was completed correctly for a reimbursement of up to $250. Customer submitted their competitor bill with the Early termination Fee in the amount of $220. We resent a scan of the bill today to Sales Support to be processed, made contact with the customer, and informed them that the check will be sent to them within three weeks. [redacted] is satisfied with the outcome.

Review: On August **, 2013 our telephone lines stopped working. This is a medical facility that is open seven days a week from 6:30 a.m. to 10:00 p.m. and we can not function without our telephones. [redacted] told us it was not a line problem and that the problem was inside our phone system. We had our IT people come in and replace the cards and the entire system (modem) without any improvement. This was over a period of three days. I had received an email from [redacted] telling me that there was maintentance done on the [redacted] in [redacted]. When I told our IT people this they contacted [redacted] and they finally restored our service after three days os them telling us it was the equipment inside our building. We still had to pay the bill from our IT company which is $1,368.67 which had nothing to do with our equipment at all.Desired Settlement: We had to pay our IT - telephone company when it was [redacted]s outside line/equipment all the time, and this doesn't even include the loss of business due lack of business for not having telephones for three days.

Business

Response:

[redacted] spoke with [redacted], the account holder on this account, who was unaware that [redacted] filed a Revdex.com complaint and is not an Authorized on this account.[redacted] was advised where to send her concerns and once received they would be addressed. [redacted] advised it was fine to close the complaint.

Review: Dear Revdex.com,

I want to start by saying that I was a huge fan of Cablevision. This problem only start 15-16 months ago. We have Cablevision Optimum for Internet Service for home. I also run a non-profit charity from my home. I have been approaching Cablevision via tech support for a long time to resolve this. It's simple. The internet service is terribly slow. Everytime I call, they go thru their normal, Is the the power on? etc etc.... It ends up the same usually by them directly complaining to me that I have a Wireless Modem that is issue. This is NOT true at all. I kept asking them to send a tech to my house and see what they issue is and I have been UNABLE to schedule an appointment. So strange. We pay monthly and it is hard to get them to my house to see the problem and fix it. I even paid for Ultra 50 upgrade for $5 per month thinking this will be resolved but it's NOT.

Finally, I wanted to this week switch to Fois but I feel this is NOT right. A Company taking our money and not providing a Service is an unethical company. I want Cablevision to make this right.Desired Settlement: I want Cablevision to do two things:

1. Send a tech over to FIX this issue. Make sure internet is really fast. I also feel other than the internet being slow.... The modem is defective. So a New Modem is required.

2. Refund me for 6 months (not 15 months) for the trouble you have cause us with improper service and us paying money. You can just add this on as 6 months FREE if you can fix this issue. Else, I will be switching to Fois.

Business

Response:

Numerous voicemails have been left for the customer with no response. A NCL was sent on 10/**/14, which they have not responded to.

Review: Good day Sir/Madam, over the past months my bills just keep getting higher and my account package upgraded without my authorization. The bill use to average $120, then it jumped to $140 and now it is a $180+. I made a direct complaint to the company and was told by their representatives that they had placed a promotional offer on my account, and because I did not call to cancel they just billed me. Mind you this was a promotion that I was ignorant of, but they made it known to me that this was not their fault. Furthermore I asked them to check my account history to see if I had been utilizing these features, but they avoided giving me an answer. Now they are threatening me with disconnection if I don,t pay this $180+ bill. I really don't appreciate this kind of underhanded tactic. Could you please assist me in resolving this issue.Desired Settlement: All I need is the correct billing adjustments, along with no further changes to my account.

Business

Response:

The customer claims his service has been upgraded without

his authorization, so with the customer’s permission an authorized user was

removed from the account and the customer is the only person who can make

changes to the account. We reset the account PIN # as a precaution. We removed

and back-billed one upgrade that had been added to the customer’s account on

10/**/14. The customer is aware that promotions are listed on the bill each

month and promotions will roll over to regular rates at the end of the

promotional period. The customer was offered and accepted a credit for a poor

customer experience and was provided with our direct phone number if he has any

further issues.

Review: Cablevision keeps sending sales people to our house and neighborhood going door to door aggressively bothering us to switch to their product. They also keep calling our house after we've asked them several times this year to remove us from their sales lists. It's to the point where it can now be considered harassment.Desired Settlement: We want them to stop contacting us.

Business

Response:

The customer was contacted on 10/**/2014 and an apology was provided for any unwanted sales calls that he received. The customer was advised that he has been placed on the do not call list and he should no longer receive any sales calls. In addition, the customer was advised that Cablevisions Direct Sales will no longer attempt to sell services at his door but a Direct Sales representative may pass through the neighborhood. The customer was provided with our direct contact information if needed and considers the matter resolved.

Review: optimum/cablevision is trying to overcharge me for the internet I subscribe to.I ordered optimum online in september 2014,I did it over the phone and the salesman told me the price for the internet was 39.95 total each month,so I agreed to order it. the cable bill I recieved in october charged me 35 dollars for partial month activity for internet, then they charged me another 39.95 for the internet after just one month. they also charged me 4.95 for ultra 50 which is a service for faster internet ,which I did not order at all. this is fraud ,they still think I owe them money .I just got bill for january they say I owe them 51 dollars and sixty nine cents and are telling me that they are going to shut off my cable and internet.Desired Settlement: I want this charge for fifty one dollars and sixty nine cents to be deleted.

Business

Response:

[redacted] was contacted on 2/*/15 and advised the Rep did advise him Optimum was offering a promotion for the internet service for 1-year and quoted $44.90. An apology was offered based on the fact that the Rep never recapped the order or provided a breakdown of the service and costs. [redacted] had already removed the Ultra 50 service from the account on 10/**/2014.

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 am writing in regard to an ongoing issue I am having with Optimum-A service of Cablevision. I have received bills/statements with three different account numbers.

On August **, I received a email regarding my account, XXA saying I owed $543.17. In summary the bill said they were sorry they were losing me as a customer and that since I had not returned the equipment, I owed them for that and the regular monthly charge. I called and was informed by Customer Service that new service had been requested at my address. When I explained that the I would be residing in the home for at least another month, I was told “There is nothing they can do, that a request for new service at an address has priority.” We talked, they agreed to credit my account for the equipment. I got an email saying they received the equipment. Please note that the phone call from the buyer to the sales department at Optimum for a loan closing to be held on September **, triggered the closing of my account.

On August **, phone service was cut off to my home. This was a huge problem because that is the only phone number I ever used. Please note that again this cut off was triggered by the buyer calling the sales department at Optimum and telling them that the closing had been moved up to August **. This was not true and in fact the closing date had been pushed back to August **. Again customer service was very sorry, etc. Phone service was restored in about 2-3 hours.

I then got another bill showing the credit for the equipment, also showing I owed $94.97, but now I had a new account number XXB.

On August **, I went to the Optimum store in Oakland, NJ and returned the equipment and requested to pay any out standing charges. I paid $196.76. At the time I did not notice it but it was credited to yet another account, XXC as was all of the returned equipment.

Shortly after that I got another bill, but this one showed a credit of $160.24, XXC.

Today I got another bill, #XXA, saying that I owed $443.17. This bill is different in that it has a threat of placing the account in collections.

I think that this is possibly the worst customer service imaginable. To think that “a request” for new service would trigger the closing of my account, an existing customer who is still paying for the service. Additionally, cutting off my phone service I believe is inexcusable.

In summary, I write this in frustration because I can not get this issue resolved. I have had many phone conversations, more than 10 regarding this specific issue, and it appears that Optimum is literally not capable of resolving the issue. One department seems to have no involvement or idea what the other department is doing. This has been going on for more than a month. It is impossible to get to the next level and talk to a supervisor. When I asked to speak to a supervisor one guy argued with me for more than five minutes that I did not need to speak to a supervisor because she would not be able to tell me anything different. Every single person had said that the issue has been taken care of except for the last person who said that someone would call me back because there is nothing he can do but send it on to the research department. I am hoping you can help, I would not like to be placed in collections due to the substandard customer service provided by Cablevision.Desired Settlement: I would like my account to be settled and closed. According to the last person I spoke with, Optimum actually owes me approximately $20.

Business

Response:

The customer was contacted on 9/**/2014, her billing was addressed; an explanation of her billing was provided and she was assured that her account is not in collections.

The customer was also advised that a refund check of $172.72 will be sent to her new address in South Carolina. The customer’s satisfaction was confirmed.

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 my refund check of $172.72, also, I have not received any statements from the three accounts showing that I now have a zero balance. Prior to my contacting the Revdex.com, every person I spoke with assured me that they had taken care of the problem, which was not true. I sincerely hope that the issue has been resolved. The most recent customer service representative, [redacted], was very helpful and in fact told me that she was expediting the refund. To me, this issue is not resolved until I receive my refund and statements showing that I do not owe any money. Thank you.

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

Sincerely,

Business

Response:

The customer was contacted in response to Revdex.com Rebuttal. A letter was mailed to the customer indicating that no balance was owed, zero balance, and that no reporting to collection bureau was done, as the customer requested. Additionally, refund check for $172.72 was sent and the customer was advised will take 5-7 business days to receive.

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,