Cablevision Systems Corporation

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: 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: 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 moved out of state from DE to NJ. For my cable, TV and internet, I got a good deal from cable vision and they offered me good promotional deal as I was moving out from competitor. On installation date, I have also surrender my previous bill from competitor as proof for eligibility criteria for special promotion.

Along with this promotion offers, cablevision has added some extra stuffs which I have not requested in my initial orders with extra charges.

After few month, I have started getting extra charges and noticed that they have removed my all the promotion without letting me know. on Inquiry, they told me that they have not received bill from competitor. I have provided this bill 3 times to cablevision which they were having some trouble to receive. This entire process took about 30-45 days. after this process, they told me that I was moving out of Comcast which was not consider as competitor so they could not able to honor all the previous promotion they offered me.

During this entire process, I would not like to have extra charges on my account, so I have requested cablevison to suspend those extra services which I was anyway not using. they have recommended me that I should not change any of the existing plan to avoid any confusion which I have agreed. Cablevison come after 45 days that they could not honor my initial promotion. I requested them curtesey credit to all the extra charges applied to my account as cablevison took about 45 days to understand this issue which they denied. I was willing to drop those extra services but requested them to give me credit for all previous charges which they have denied and ultimately I was really pissed of with their customer care support and Cancelled cablevision service.

Here is list of extra charges they have applied into my account per month

**-**-2013 - 10-**-2013 - $18.88(DVR service 10.95, Surcharge Sports Programming $2.98, Ultra 50 - $4.95) -- I have not requested any of these services. DVR they offered me free for 1 Year

10-**-2013 - 11-**-2013 - $18.88(DVR service 10.95, Surcharge Sports Programming $2.98, Ultra 50 - $4.95) -- I have not requested any of these services. DVR they offered me free for 1 Year

11-**-2013 - 12-**-2013- $50.83 ( DVR - 10.95, South Asian PKG - 24.95, Multi Room - 7(I only had 1 DVR at my home, don't know why they have charged me extra $7), Surcharge Sports Programming $2.98, Ultra 50 - $4.95))

12-**-2013 - 01-**-2014 - $33.03 - International calls

01-**-2014 - 02-**-2013 - $37.42 - International calls.

TOTAL - $159.04

All of the above services such as international call, south asian pkg, DVR service, I have received as part of promotional offer as I was moving out of competitor. As I have given the previous bill to person who came to install my service. so even if he told me that this is not valid competitor, I would have dropped all the services. In my exp with so many different customer care representative, they were even not aware about this rules and received contradictory information from various customer care representative.Desired Settlement: I would like to refund my money. If I get a full refund on my money, I will move back from current provider to Cablevision as I am not happy with current provider.

Business

Response:

[redacted] was contacted between 03/**/14 and 04/**/14. [redacted] was advised that the representative was within company guidelines when she specified on multiple occasions that a copy of his Dish Network bill is required in order to retain the 2-Winback promotional offered. [redacted] stated that a letter or phone call should been generated to notify him of the promotional change, and was advised that Optimum reserves the right to modify a promotion if the required documents are not received within the timeframe specified. [redacted] requested a refund of payments posted and was advised that no adjustment or credits would be issued for services rendered. [redacted] mentioned that he currently has all services with Verizon and was advised that he may qualify for a new promotion, however he declined to set up a new order for services at the time. [redacted] is aware that our Outbound Sales department may contact him in order to offer him Optimum services.

Review: I spoke with Optimum bka as cablevison about extending the time for me to pay my bill since I knew I would not have the funds to pay it until 4/** the person I spoke with said since it was past the due date that he could not extend it but that if the service got shut off that they would turn it back on as a one time courtesy and now they are saying that they will not turn it on. I should not have to go through all this for 2 days.Desired Settlement: I want my service turned back on until I make payment on 4/**. Two days should not be that big of a deal. I could see if I said until next month but it is only 2 days.

Business

Response:

On 4/**/15, an Optimum specialist spoke with [redacted] and confirmed that as a one-time courtesy we have extended his service until 4/**/15. [redacted] has advised us that he will make a payment for the past due amount on 4/**/15.

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:

They are lying. I scheduled the payment for today 04/**/15 and the service was turned back on. Every single person I spoke with was rude and un-helpful except [redacted]. I have never experienced such terrible customer service to the point of being down right rude. The service is over priced and under rated. I have problems with it consistently and then I have to pay for an over priced box to have cable in every room. I wish [redacted] would come to my area because Optimum would go out of business. I am looking at my other options for cable though because this company does not care about its customers only its bottom line.

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

Sincerely,

Review: I called tonight, 11/*/14 at approx 6pm to cancel service for my phone, internet and tv. After several minutes on the phone with a representative named [redacted] - who repeatedly lectured me on what Optimum provides that my new carrier wouldn't, he insinuated that the price I got from my new carrier was a "lie." He asked me if I had ever given Cable an opportunity to lower my bill, I responded numerous times but without any satisfaction. I then gave him several examples of the end results of some of these calls. After approximately five minutes of being berated and interrogated he said my services had already been cancelled. I finally said I have two questions - Where to return my equipment - which he replied just look at the back of your bill. My second question was who was his supervisor. he reluctantly gave me his name and then spelled his name for me - [redacted], when I asked if this was a first or last name, I was told it was a first name. - [redacted] refused to give me his supervisors last name - they do not give this information out. Nor was there any way to contact his supervisor I was told - "Supervisors don't take phone calls.Desired Settlement: I don't want to be charged from services from the last payment 10-** to 11-*, or when they finally cancelled my service.

Business

Response:

On 11/*/14 Sales reached out to the customer and apologized for the poor experience.

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]

I indeed receive a call from Optimum Executive Sales Support relations. I spoke to [redacted] on Friday, who had listened to the tape of the phone conversation and apologized for the experience with Optimum. On Saturday, I received another call from the same Office from a [redacted] (?), who wanted to remind me that there was still a balance due of $25.63, for the 5 days in November I still had their service - and using a thinly veiled threat - stated it would be good for me to not pay this and involve a third party collection agency. I had asked in my complaint that the resolution would be No charges for the month of November.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] %

Business

Response:

Cablevision spoke to the customer on 12/*/14 and reminded her that a credit was already placed on the account. We advised the customer the only remaining charges on the account are related to unreturned equipment. She was advised to go to [redacted] to print a label for equipment return.

Consumer

Response:

The Equipment was sent yesterday 12/* - with a delivery confirmation. I was made aware of the option to print a mailing label off their website last week by yet a different customer service representative. The previous representatives had lead me to believe that personal delivery of the equipment was the only option. None of the drop off sites were less than 60 minutes away. I would hope that after receipt of the equipment I will receive verification of my credit.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, [redacted]

Review: Company charge me $19.95 for international calls and whenever you go over that 250 mins they charge you another $19.95 and I agree to it almost 5 years ago.Now in 2014 they start charging you $94.29 after you go over your 500 mins and never inform me that I was been charge like this.Now the horrible [redacted] telling me to pay it and I should have know not to go over it.The fact is when I first get this service optimum told me once you get to 500 minutes you cannot make any more calls for that month.Desired Settlement: Remove this from my bill immediately.

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 recently contacted Optimum in regards to my bill increasing exponentially. during the conversation on 8/**/2014 which I was asking why my bill increased so much and was told my "Promotianl Package Ended and that a letter was sent to me in regards to this matter and also communicated via message on my account, I was also told I can see on my bill". After a disagreement with the initial rep "[redacted]" who could not answer why my promotional pricing ended and kept on telling me I received a letter in the mail when I did not, I asked to be escalated. It is utterly proposterous

Not only am I being charged an increased rate with no communication, but also I see another charge for sports which I did not have before. I then asked about this charge and was told if I don't want it I will have to change my packaged even though I was not part of my original billing.

Its absolutely ridiculous that I have to argue with anyone over charges that I do not understand, that I was not notified about. Optimum CS is of no service, they argue about billing that they then say they do not control. I asked the rep to note the account that I will be filing a complaint against Optimum for billing me without notification, without a letter that was stated was sent etc. I then asked to be transferred to a [redacted] who I was transferred to [redacted] and was told even though my account is on Automatic payment I should read the fine print in my statement that says I have a promotion and when it will end. In regards to the sports Surcharge I was told that I was grandfathered in and that is why I did not see it till now, again no communication. I was then told that I should read the fine print on my bill (even though its setup for automatic payment, and I do not receive the bill via email unless I login to the site) . After speaking with [redacted] I was transferred to [redacted] as I said I still was filing the complaint. [redacted] was not helpful and I stated I would continue to move forward with my complaint and cancel from there. I would evaluate [redacted] and [redacted] and cancel my service accordingly. She then stated that she could transfer me to the retention department (mind you this is now 45 minutes on the phone of arguing).

At this point I was utterly disgusted and was transferred to [redacted] in the Retention department. [redacted] asked what was going on and when I stated I wanted to cancel everything he said he would look to see what he could do. He said he didnt have any packages available to help me and that if I went to another Carrier it would be the same price after the promotion. I responded and stated the promotion was for two years. I was offered multi room DVR and a $15 discount for the next three months. I said ok and was off the phone as I still wanted to file this complaint. Unfortunately I will end up canceling service anyway since I cannot receive any promotions, and I have to argue with CS to understand my bill as they treat you horribly

CS is really difficult to deal with It is really utterly disgusting that I have to go back and forth and fight to get answers to questions. I have never felt so horrible about a call in my life. this is utterly ridiculous and disgusting.Desired Settlement: I would like my promotional package back otherwise I will cancel service. I should not have to argue to discuss what is going on and why it happened. I do not deserve to be treated in this manner.

Business

Response:

The Corporate Escalations [redacted] apologized to the customer for his poor customer experience and any misinformation that was provided to him on his original contact with Customer Service. A new promotion was offered to the customer, which he has currently declined. The customer is aware he may contact the [redacted] when he is ready to consider a new promotional offer and the [redacted] will work on the customer's behalf to obtain the best pricing possible for the customer. The customer is aware that all notifications of changes to his account and billing can be found on his monthly billing statement and via additional billing inserts. The customer is satisfied with the resolution to his issues.

Review: I called Cablevision/Optimum on 07/**/2014 to clarify some billing charges. When I was moving from my previous address I was told there would be a special promotion for moving. After going over what I currently had at my previous address I told the rep I wanted the same services at the new address and he stated that was fine. After going through the information of my current address and the new address he told me that my bill each month would be $110 and some change, which included everything and tax as well. On Feb. [redacted] I moved into my new apartment and got the installation, at the end of the month I got a bill for $277.00 which was high I called Optimum and they stated it included the billing from the previous address and some partial month charges which I understood. The next billing cycle I see that I am being charged per minute for international I called and told the rep when I made the move I told the representative that I wanted the same program/services at my previous address which he said he did. The found the issues and fixed the billing and services. Going forward I realize that my bill was getting higher and I just assumed it was to the extra international minutes so I just paid and moved on until 07/**/2014 when I paid my bill and notices my next bill was $160.00 and I wondered how my bill jumped from what was suppose to be $110 to $160. I called Customer Service told the whole story of what happen and what my bill was suppose to be I believed the rep that I spoke to name was [redacted]. She could not help and just really did not listen or understand what I was saying. She transferred me to [redacted] told him the situation and still cannot do anything, he then transferred me to [redacted] or [redacted] his supervisor and after a long conversation she said she can make my bill $110 with tax $120 and some change. She said she will give me a credit of $239 for optimum voice for 12 months. I said fine so my bill will be the $120 and change she then said no it would be $130 cause Optimum International will still show as a charge. I told her that I want my bill to say what I was told twice which is $110 but in her case $120 with taxes and I want to just see the monthly credit that would make it that. She said she cannot do that and then transferred me to [redacted] and I went through the telling the entire situation again and again they would not could not do what I wanted. After 1 hour and 30 minutes and 4 representative I got no where in getting my bill where it was suppose to be.Desired Settlement: I simple want my bill to be adjusted to what I was originally told when I first called about the move of $110 including tax and World Call. I want to be compensated for the fact that I was on the phone for 1 hour and 30 minutes and go no resolution. I want Optimum to find a way to treat their current customers as if they still mattered and no just a check book.

Business

Response:

On 7/**/14, Optimum spoke to [redacted] and advised her that on 1/**/14 she was quoted the correct monthly rate of $128.28 for the Triple Play Preferred package, 3 boxes, MR-DVR, and OV World Call. She was also advised that effective May 2014, the Sports Programming Surcharge increased by $2.00, from $2.98 a month to $4.98 a month.

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 representative called me back starting that I was originally quoted the $128 which I refuse to accept. When I spoke to the rep in January I was told $110 for my services which was suppose to be the same service as I had at my previous address. Going through all the calls and info over and over in my mind I could not have been quoted $128 originally which was suppose to include the International 19.99 plan because I had to call when I realized that I was getting billed per minute for International calls and I informed the rep at that time that it was incorrect and that when I made the move I wanted the same service at my previous address which I was told I would have. I want to know how did their "transcript" said I was quoted $128 when the international plan was never added until I called them with the error. It is abvious that the originally rep made and error and not included the international plan (which was suppose to be Included) when he quoted me the $110 and now instead of honoring it they refuse and state a transcript says otherwise. Until I hear the recorded call of the transcript I stand by my complaint about this company.

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

Sincerely,

Business

Response:

On 7/**/14, Optimum contacted [redacted] who listened to the Sales call and verified that she was quoted a correct monthly rate of $128.28 plus tax. [redacted] was advised once again that her current monthly rate is $130.28 plus tax and the $2.00 increase was due to a Sports Programming Surcharge rate increase.

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] Even thought the recording proved my error which I'm willing to accept what I am not willing to accept is that it took customer service close to 2 hours to get to no solution on the issue. I had to take it to Revdex.com for situation to be proven correct or incorrect. The company lack what is called customer service and the value of customer time. I do not wish for them to contact me in regards to my response. I am in the process of finding alternative ways of watching television without the high cost that the company justifies.

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

Sincerely,