Cablevision Systems Corporation

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: 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: 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: 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: 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 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 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: 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 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: 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: 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: In Nov 2013 I acquired cable service with the above company...In Nov I did a change of address so that all of my correspondence from the cable company would go to my po box and not my service address...In Nov I received mail from the cable company at my service address...I called the company and advised them that I did a change of address on line through their company and that I didnt want mail to be delivered to my service address...I was assured that my address was changed and that I would no longer receive mail at my service address...every month I received some type of mail from this cable company and every month I either did a online chat, e-mail or phoned called the company and each time I was assured I would no longer receive mail at the service address...In March I once again received mail at my service address I did an online chat and advised the person that if I receive mail from them again at my service address I was not paying my bill and I was changing cable service...So in May I received more mail at my service address so I discontinued my service with them...So two months later I am still receiving mail at my service address although I am no longer with this company...Please help me...I am tired of receiving mail from this company at the service address...no matter how many times I call, e-mail or chat live they continue to send mail to this address...I just want them to stop...I have moved on to another company and they just wont stop sending mail to this address...they can overload my mailing address with whatever they want I just dont want anything sent to my service address...PLEASE PLEASE PLEASE HELP ME...PLEASE STOP THIS MAIL FROM COMING TO MY SERVICE ADDRESS PLEASE...THANK YOUDesired Settlement: For the cable company to stop sending mail to my service address and only send mail to my mailing address please...I'm not asking for much just to STOP receiving mail at my service address...PLEASE PLEASE PLEASE HELP ME...this has been a long process and I just want it to be over...PLEASE AND THANK YOU

Business

Response:

On 7/**/14, the customer was contacted at which time she accepted an apology and an account disconnection was scheduled. All billing was stopped effective 7/*/14; the date of [redacted] installation (installation receipt was provided by the customer). The customer’s account was coded for no call/mail/email and she was advised it could take up to 30 days to become effective. Additionally, the customer was advised although the account is coded for no call/mail/email she will continue to receive mailings and calls related to service and billing issues. Beginning with the December 2013 bill, monthly statements were sent to the requested billing address.

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 as long as all correspondence is made to the billing address and not the service address the matter will be considered 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,

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: 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: 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 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: The sales/customer service representative misrepresented the service and my bill increased by almost $70 per month for the same service!Desired Settlement: I should be refunded for the misrepresentation of the $70.

Business

Response:

Cablevision’s Sales department spoke with [redacted] and advised that he is currently in the best promotional offer available. The current promotion ends on 7/**/15. [redacted] is aware that all equipment charges, taxes and fees are subject to change.

Review: I have been an optimum customer since 2010. I originally got my service when I lived in Brooklyn. Then in July 2012 I moved to the Bronx, so I set up an appointment to switch my service to my new apartment in the Bronx. While I was moving in to my new apartment a [redacted] representative approached me offering me service and they offered me a package that was much less than the package I was paying with Cablevision. On top of having a cheaper package [redacted] had faster internet service than Optimum did not offer. So I decided that I was going to switch my service entirely to [redacted]. When I called Cablevision to cancel the installation in my new apartment, the representative started offering all these extra things, lowered my bill and said that she would also give me faster internet at NO extra cost to match the speed [redacted] was offering me. So at that point since she offered me all these great things at NO ADDITIONAL cost I decided to stay with Cablevision. Fast forward 2 years later, after numerous calls questioning why I was being charged extra for something that I did not request but instead was offered and PROMISED to me at NO ADDITIONAL CHARGE (who would say no something being offered for free?) I find out that the WHOLE time I was being CHARGED!!! Conversation after conversation, being told that the issue would be rectified; I was informed by their representative that NOTHING was EVER changed and that the whole time I was being charged for a service that they said would be free. I feel taken advantage of. I feel MISLEAD. I was LIED to on numerous occasions and was promised something that they never followed through with.Desired Settlement: I would like a refund for the ENTIRE amount I was charged : ($9.95 + 8.875% Tax) x 24 months. I would also like an apology. Also, to get what I was promised (high speed internet for free) for 12-24 months.

Business

Response:

On 8/**/14, Optimum spoke with the customer who accepted a 1-year promotion for OOL (Internet) at $39.95/month. In addition, she accepted Showtime + SVOD and Starz/Encore + SVOD free for 1 year. [redacted] was quoted a monthly rate of $120.75 and advised that the equipment charges, taxes and fees

are subject to change. On 8/**/14, a message was left for [redacted] informing that the Sports Programming

Surcharge was added on 08/**/2014, making the new monthly rate $125.73 + tax. Three credits of 19.92 will be placed on the account to cover the Sports Programming Surcharge for 1 year totaling $59.76. Follow-up attempts made to reach [redacted] have not been successful. On 8/**/14, a letter was mailed to [redacted] restating the promotional offer extended to her and advising of the credits applied to her account for the Sports Surcharge Fee.

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.