Cablevision Systems Corporation

Review: When I moved, I had several problems with the transference of my account, in which I had to contact Revdex.com for assistance. The issue has not been completely resolved, where I noticed that my current bill still says my old address. It also lists me as a MR nor MRS. I called their corporate customer service center, and told him both of these problems. My current bill still shows my old address and has me as MR. I also asked which channels the sports programming package included, because I might want to cancel it. He was unable to answer my questions thoroughly.Desired Settlement: I would like to be contacted, and my account information changed. And I would like complete and accurate info regarding the sports programming package.

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 cancelled services with cablevision 2/**/14. I had automatic payments made on their website throughout june 2014 every 2 weeks. They have been taking out the payments from my checking account since I cancelled service with them, 3 times this has happened even though I had been told it takes 30 days for it to cancel all transactions. It happened again 3/**/14 PAST the 30 days. I have called them countless times and countless times I have been told a request has been put in to cancel all future transactions. I HAVE received my refunds BUT I DO NOT want to keep doing this every 2 weeks for the next 3 months. It is extremely frustrating that I no longer have service with them but they keep taking my money. And I cannot even go on the website to cancel them myself since I am not allowed since I dont have service with them.Desired Settlement: PLEASE CANCEL ALL FUTURE TRANSACTIONS MADE ON OPTIMUM WEBSITE TO MAKE AUTOMATIC PAYMENTS FOR A SERVICE I NO LONGER SUBSCRIBE TO SINCE FEBRUARY **, 2014.

Business

Response:

Direct debit payments from the customer's bank account were stopped; a refund of the direct debit payments deducted after the customer disconnected her Optimum service was processed and the customer was satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Your service for the last 5 months, n that's what I've been counting have been absolutely outrageously poor. I own four boxes and pay for premium service and I have yet to view my recordings or television without a problem every single night. Recording in black only to work after rebooting and that's only on occasion, scrambled television, sounds does not match show, line dropping, every single night all day every day. This is outrageous! With the money I spend and almost half a year of defective service envy single day and night every day.Desired Settlement: Billing adjustment and not just five dollars, I would ask for complete refund but I did get some service. Refunds for boxes and service for each month. I should be compensated for at least 3/4 of my bill for at least three months. The service is so bad I am seriously contemplating going elsewhere. I have been with you over 25 years...even longer. This service is disgraceful!!!

Business

Response:

On 4/**/16, Cablevision contacted the customer to schedule a service appointment. On 5/*/16, Cablevision arrived at the customer's home and was able to resolve the customer's issue. Since there has been no report of a service issue prior to this complaint, Cablevision informed the customer that no credit is warranted. The customer's understanding was confirmed. [redacted] has Cablevision's contact information should he have any further questions or concerns.

Review: I received my bill today and it was $44 higher than usual. I called to find out why and was informed that my promotional price ended. I did not receive notification of price increase or that my promotion had ended. I did receive this kind of notification in the past. The only notification that I received was about an increase in rates for sports channel and Spanish stations. The plan I was "assigned" to is essentially the same plan that I had but it appears that they changed the name in order to increase the price. I asked what plans they could offer me at lower pricing and was told about a plan that cost $10 per month less with less stations. The phone service and internet service also increased without notice. I asked to speak with the customer retention department and was informed that that department no longer exists. I have been a customer since 2010 and previously from 1998 through 2006. I changed services in 2006 because I moved to an area that cablevision did not service. This company has not appreciation for loyalty. They offer discounts to new customers but do take care of those that pay their bills on time and remain customers for years. These utility companies encourage people to move back and forth betweenthem in order to keep pricing low. Very sad.Desired Settlement: I would like to be offered a comparable plan to what I have at a lesser price than what they are charging. I was pushed into this new plan and if I do not pay the bill, it will affect my credit. I would also like to not be charged any cancellation fees, would want a refund in any unused balance and cablevision to come and pick up their boxes when I do change services. I should not be inconvenienced to go drop off boxes just because Cablevision does not appreciate their customers.

Business

Response:

The customer was contacted on 5/*/14 regarding her complaint; the customer’s monthly billing and Cablevision's policies and procedures were explained. An apology was offered and the customer accepted a courtesy credit as well as Showtime and Starz free for one year.

Review: Today 11/**/2015 I lost many HD channels like FS1 and several others when I wanted to watch the important UEFA games. Apparently MSG HD is also no longer available to me where I watch the NHL and NBA games. I had called the Customer Service and automated system had reported an outage and promise of restoring normal service. However after some wait I was able to speak to representative. He was unable to track the stated problem and tried to force me to another cable box setup routine with reading host ID of their cable cards. It wasn't a first time when Cablevision messed up channels, its' lineup, software updates, TV guide... But strangely they always tried to switch a blame to me for not having their cable boxes or Samsung for not updating my STBs. Cablevision must stop messing up with the service and compensate me for the loss.Desired Settlement: Cablevision must stop messing up with the HD service and compensate me for the loss of it. Only service credit of $320 will be acceptable at this point for the crappy viewing experience I am getting.

Business

Response:

On 11/**/15, Cablevision’s Corporate Executive Customer

Relations (CECR) contacted [redacted] and advised that on 11/**/15, Cablevision

experienced an outage affecting several channels. CECR apologized for the

experience and assured [redacted] that Cablevision promptly resolved the outage

within several hours after it began. A one-time $5.00 credit was offered, however, [redacted] declined the credit offer.

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:The "offer" for $5 was insufficient as per missing important live TV programs and time spent on a phone with incompetent representative intruding my STB equipment. Also it would not compensate an astronomic cost Cablevision charges me as it's customer. If Cablevision fails to reimburse me for a poor service please make this complaint permanent on Cablevision record. Thank you.

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

Sincerely,

Review: I've contacted Cableviosn to disconnect some of the services. They gave me a promotion deal; I accepted their offer including waving some fees and promotional credits, but when they wanted to apply that, they faced several difficulties. After almost 1 hour, I was put on hold to start the process of porting the number, I was on hold for over 10 minutes but the phone got disconnected. I had to call the cus[redacted]er ser[redacted] again, after almost 30 minutes, I could have the process of porting completed. I contacted cable vision regarding how much they had wasted my time as a cus[redacted]er but they kept saying that they could offer me a good promotion for a year, and only apologized for how much of my time that was wasted!

I spend almost 3 hours talking to them for something that should have been taken care of in 20-25 minutes.

The main reason of this complaint is to report and address the inconsistency and inefficiency of the service.Desired Settlement: A proper billing adjustment the poor cus[redacted]er ser[redacted] experience plus a formal apology in writing!

Business

Response:

Between 8/**/13 and 8/**/13, [redacted] attempted to contact [redacted] but he was not available, multiple voicemails were left with the contact information of the NYC Escalation Desk. On 8/**/13 a no contact letter was sent. On 8/**/13, a closing letter was sent.

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:

My phone does not accept private calls. I received a letter from [redacted], at New York City Escalation Desk on Saturday that they had been trying to reach me by phone. I called them and left a message for them and asked them for a call back. I also mentioned that my phone does not accept private calls.

This is an extremely important matter, 3 complaints have been filed against Cablevision , and cannot get closed without a proper resolution.

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

Sincerely,

Business

Response:

On 4/**/14, CECR spoke with the [redacted] and informed him that his credit of $80.72 was applied on 3/**/14. The [redacted] was still dissatisfied with the initial denial of his credit request; however, was again advised that the decision to grant the credit was accepted by management.

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 still do not understand why:

1.

If the credit given to my account by one of the representatives in the

executive response team, were a valid and authorized credit, why was it

declined by his [redacted]?

2. If [redacted] were right thing to decline [redacted]'s decision, why her [redacted] honored [redacted]'s decision?

When

I spoke to [redacted], she honored [redacted]'s decision but in an 'Extremely'

impolite and disrespectful manner. Hence I requested to talk to her

[redacted], who was introduce as [redacted], the [redacted] of Customer

Service to also get answer for the above mentioned questions but have

not heard from him yet.

Why should I have spent so much time and energy to regain the credits that were previously promised to me?

The

ISSUE 'will not be resolved' until I speak to [redacted], the VP of the

Customer Service to get the answer to the above mentioned questions,

that wasted so much of my time and energy and caused the Cablevision so

much disrespect to me!

As I mentioned, I need Logical Answers to the above mentioned questions.

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

Sincerely,

Review: HAVE CABLEVISION RESPOND ONLY IN WRITING WITH A NAME AND PHONE NUMBER OF NO PHONE CALLS!

I 20 year customer. I downgraded my service to minimum basic TV and internet ONLY and was told bill would be 49.99 MAXIMUM for internet and ~16.00 for TV. Bill arrived and internet was Billed at $69.99! and TV was even more. total Bill came to $131.00+. I was told there would be NO UPCHARGE FOR DISCONNECTING PHONE. NOW cable vision has used bait and switch tactics AND THROTTLED / SLOWED MY INTERNET DOWN EVEN MORE despite charging EVEN MORE FOR " Faster internet" "Ultra 50"!Desired Settlement: refund. Change internet charges to $49.99 AND LETTER OF APOLOGY. Provide promised internet speed of ultra 50 speed AND PROOVE IT IS UP TO SPEC! NOT THROTTLED

HAVE CABLEVISION RESPOND ONLY IN WRITING WITH A NAME AND PHONE NUMBER OF NO PHONE CALLS!

give me name of VP to call!

Business

Response:

The customer currently subscribes to our Optimum Preferred Video Package for $7*.95, OOL Internet for $*9.95 a month and on 6/*/1* accepted a 12 month promotion for free Ultra 50 (upgraded speeds), expiring on 6/*/15. This is not a full list of the customer’s services, just current pricing for some services subscribed to by the customer. Currently, Optimum Online service with Broadcast Basic or by itself as a stand-alone, is $59.95 a month. Optimum Online with Optimum Economy, Family Cable or above is $*9.95 a month. Cablevision’s Broadcast Basic service is $16.72 a month; however, this does not include equipment, taxes and fees. Cablevision does not charge the customer to disconnect service. On 12/* and 12/*/1*, attempts to reach the customer on the number provided on the complaint were unsuccessful as the number is disconnected. Messages were left for the customer with our direct contact information of ###-###-#### on another cr, to get a full understanding of their complaint and address it. A letter was also mailed to the customer on 12/*/1* with our direct contact information.

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:

no response from business

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

Sincerely,

Review: I already had internet through this company and was adding cable tv. After the technician left, neither internet or cable worked correctly. I had another technician come out the next day, was unable to fix the problem without charging me another $40. I decided then to cancel service that day and did so, and I returned the equipment with 14 days. I paid my bill online for the balance of $44 due, and was suppose to cover until the [redacted] of November.

This morning I got a charge on my credit card for $340, talked to customer service, they were not ale to help. I even have the confirmation email that equipment was returned to them. This is ridiculous, it's black Friday and suppose to do Christmas shopping, but now my account is almost to $0. I am a college student living off loans. PLEASE HELPDesired Settlement: I want the $340.88 credited back to my account, and my information, including credit info deleted from their system.

Business

Response:

On 12/*/13, CECR advised the customer’s refund request was processed as two separate payments, $315.61 and $25.27. He was advised it could take from 3 to 5 business days to see the refund on his credit card account. [redacted] was satisfied with the information and follow up and has CECR's number if he should have any future issues.

Review: I have been an optimum customer for almost 2 years. When I first received optimum I found them to be an affordable price. Now their price is ridiculous and they are unwilling to work with me. I am thinking about switching to another service. I would just like for my bill to be the same amount as it was in the beginning. Customer service is unwilling to help.Desired Settlement: I would like for my bill to be lower.

Business

Response:

[redacted] was contacted on 10/**/13 and advised that the promotion offered in March of 2012 cannot be extended. [redacted] was further advised that she is currently active with the best promotional offer available, and her monthly rate of service was confirmed to be $108.78 plus tax. [redacted] was advised that her current promotion, which includes one free box charge, is not due to expire until 05/**/2014. [redacted] expressed that she was under the impression she could keep the monthly rate offered in 2012 indefinitely on her account. [redacted] was informed that all promotions offered by Cablevision are for a set time only, and that her account will be subject to standard rates once the agreed upon time frame has expired.

[redacted] was not satisfied, but understands that the promotional pricing from March 2012 cannot be reinstated.

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'm still unhappy with the price.

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

Sincerely,

Review: Good afternoon and thank you for all your help, assisting people with some consumer problems.

I had the triple play with Cable Vision, since 2008. But since September *, 2014 I called to cancelling TV/Phone services. I keep only Internet. In 2008 I got a promotional package for the triple play TV, Phone and Internet of $84.95 . I was advised that in order to keep same promotional package I have to call before the expiration date. I've been doing all these years, of course, the prices were increase up $89.82. On or about 4 months ago, I was advised to call before the expiration was August *, 2014 to keep same promotional package. I called one date late. I was denied, and asked me to pay at least for two months $117.82 for August and September. I spoke with a gentleman named [redacted], he advised to call back on October to get the new promotional package. I decided to call at the beginning of August 2014, to ask if removing some services such TV/phone how much I would be paying, I was advised $59.82 only for internet. Was a lady who answered the phone asked me why I wan to cancel two services, if I had already a promotional package, I replied no, and stated that I have the promotional package and that was $117.82, otherwise without it I should be paying $150.82. I replied on the internet the promotional package is only $84.95, as well as on TV, the advertisements shows those prices. As I am living a bad hardship since I lost my job, I asked to allow me to talk to a [redacted]. I explained her same thing. The [redacted], advised me that the only way to reduce the bill was removing the DVR and the box from my bedroom. e triple play is and something. I said, I've the basic package, not much channel, how come for 67 or 70 channels I am going to pay such amount, she said "you have HD" and we charge for HD as well as. I replied HD is coming with the TV, I said my income is just $658 monthly. Just recently I was forced to pay $117.58, for September I had to pay same thing, so I decided to cancel TV/phone, and keep just internet. I am not behind, since Cable vision is a torcher.... if I was 2 days late, I received phone calls all day, the entire week, including Saturdays, and Sundays, was horrible!!!, is as retaliation!!! asking me to pay, every 5 minutes. I cried many times because I had my bank account with nothing and they were threatening me to disconnect my services. having no other choice, to stop them, I had to use the money to pay rent to pay them, to stop those calls. I do not owe two months, I cancelled TV/Phone since 9/*/14, and this company is asking me to pay also October, they are charging for the full month of September, even that I returned the boxes, and have no more services from them, just the Internet because I am trying to start up a business, for October is going to be only $59.82, and they must upgrade my bill from September since I do not have the triple play, returned the DVR and the regular box. I turned into a very poor person, after I lost my job.

I called them, and a lady told me that this is the price of my promotional package, even I had just basic channels, the cheapest since I was to afford anymore. I was amused when I was told that $117 and few cents is the promotional package on the internet it shows $84.95, for the triple play. I counted channels so far I got 67 channels. On Sept. *, 2014 I called them to remove services such TV and landlines phone. I was told that as I want to have internet, there is not taxes, but I have to pay $59.82. As I am trying to start up and internet business I accepted. But immediately, I was offered to reduce my bill to $99 and few cents. But I had to return the DVR and the 2nd regular box that was in my bedroom. I did not accepted, because I have a extremely hardship so I advised her that only I want to keep the Internet, she accepted and promised to remove the other 2 services immediately. Something called my attention, later I came to the living room to unplug the phone, and I heard stills with service. Therefore I did not use it anymore, I unplugged. I think perhaps they did not cancel intentionally the TV services, I could not find it because since Sept. *, I have another affordable provider just for TV. If Cable Vision took this illegal action with second intention, only to complete the cycle to make a full charge of my September bill. It's careless of honor ability and responsibility, I do not accept it. I just received a huge bill from Cable Vision, charging me for two months September and the next bill for October 2014 $235.04. according to them is past due. But the bill they are charging is fraudulent, because since 9/*/14 phone and TV, has been cancelled, I returned 2 controls, a DVR, and one regular box. They have to make adjustments to that bill, for October they cannot charge anything since I cancelled two services, my bill for October should be only Internet $59.82 or 52 cents. I took the decision to cancel two services from Cable Vision or Optimum, that according to them is same thing, because they did not give me the right promotional package as it appears on TV advertisements, and on the Internet $TV, Phone and Internet-Triple Play $84.95, they were charging me, more than $32 more, even they said...."you have the promotional package" A friend of mine has the promotional package for $84.95, very strange how the applied "the promotional package to me" suspicious action. I want to remark this intentional action from Cable Vision or Optimum, I called on 9/**/14 to cancel TV/Phone, another provider came to connect the new TV services, on 9/**/14. Something I notice that even from the corporate office I discuss the cancellation of two services, as I explained before, to a [redacted], she said yes, immediately I remove TV/Telephone, next day on 9/**/14 I was going to take the telephone away, I noticed that still had tone. Therefore I did not use it since the day when I called to cancel it. I have no idea if intentional they left as well as the TV connected, I could not find out since I had already another provider services working since 9/**/14. My question is, why Cable Vision kept the service connected even if two days previously a [redacted], promised to cancel it immediately? Why they left two days more in order to complete the entire cycle to charge me? Too bad because I removed the handset, and other provider started giving services since two days before. Consequently, Optimum, or Cable whatever name is, cannot charge me for services that technically were discontinue two days before the final cycle of September.Desired Settlement: To adjust the last final bill one one month September, or waived for the stress caused when torching me with high bills, multiple calls day by day, night by night the entire week, caused me lack of sleep, nervous, and hopeless. I've have just only one services from Cable Vision, which is Internet. I called to cancell 2 services on 9/*/14 it seems intentionally the company left two days more the services of course I did not use the phone, besides since 9/*/14 another provider started early in the morning providing services, for very low price only for TV. How can people trust companies like this? is horrible how we the people we feel scammed always. How come that company sent a huge bill for two months September and October, when I cancelled TV/Phone? I want a letter and a huge adjustment, I've the receipt from the local cable vision store, to prove that they received the equipment. Except the Modem because I still having internet services from Cable Vision. Thank you

Business

Response:

The customer was informed that Cablevision does not generate a new bill when a change is made to an account. The Cablevision specialist confirmed with the customer that the account was downgraded as requested on 9/**/2014 and pro-rated credits were applied to her account at that time. The specialist advised the customer the total of her bill and past due amount with and without the credit applied. The customer is satisfied with the resolution to her issues.

Review: In March, I received a promotional offer with my Optimum bill. It offered phone, internet, and TV for $84.95 a month for 2 years, plus extras. At the time, I was receiving Optimum phone and internet service at $71.50 a month, which was due to increase about $20 in May. I thought, perhaps, for the same money, I could sign up for all three. So, I called the number on the promo letter. I spoke to a rep, specifically asking him about the $84.95 offer, explaining that I was already getting phone and internet under a prior offer, and asking if I could add basic TV (which is a smaller package than the $84.95 offer) for about the same price as I was going to pay in May. He said he could add basic TV for 2 years for about $91. So, I agreed and my cable box was installed that weekend. I was wondering why I wasn't offered a router or DVR like the promo stated, but I didn't say anything, because I don't need them.

On my next bill, there were notes: the internet promo was extended to March 2015 (only 1 year), the phone promo was expiring May 2014 (as it was previously scheduled to), and there was no TV promo note. Why were all three not extended to March 2016?

I called last night, speaking with a rep and a retention person. They told me it only applies to new people. So I asked: Then why was the promo put with the bill of a paying customer? Where on this letter does it state for new customers only? The words "new" and "customer" aren't even on the letter! Then I was told, I could take advantage of this offer, if I asked for a bigger package. So, I said o.k. get me a better package. Then at times, I was quoted $95, over a hundred, and $109. I told the retention person to disconnect my TV.

Tonight, I spoke with a billing rep and a cancellation rep. The billing rep was informative and considerate. The other rep offered me a $95 package and said that's the best promo he could offer. I insisted that I had agreed with a rep in March on a $91 package and that Cablevision has not yet fulfilled their agreement. He told me nothing else could be done for me.Desired Settlement: To receive the 240 channels for 2 years, as stated in the $84.95 promo letter, with internet and phone, at the final $91 price, as quoted by the rep in March.

Business

Response:

On 4/*/14, an Optimum representative spoke with [redacted] advising him that the offer provided on 3/**/14 was for Basic TV service only and did not include a renewal of the OOL and OV promotion. [redacted] accepted a new 1-year promotion for the OOL and OV that required Basic TV and 1 box for $89.95 plus tax a month.

Consumer

Response:

Thank you for your mediation.

On April [redacted], I was contacted by [redacted] of Customer Relations and spoke with [redacted] from Sales. The confusion I had with the $84.95 promo and my call for a TV package, on March [redacted], were explained. [redacted] also apologized for my not getting a clear price rundown when I called. Then he offered me internet, phone, and TV (including Starz and Encore) for 1 year, at $91. While not as good an offer as the $84.95 promo, it is more service than I had before, at an acceptable price. My TV service was restored a couple hours later.

A special thanks to [redacted] and [redacted], for [redacted] this process and restoring my trust in Optimum.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Optimum routinely send out bills so late that there isn't adequate time to pay them by the due date. Just as an example, I received this month's bill on March [redacted] - with a due date of March [redacted].Desired Settlement: I do not wish to incur any penalties for paying Optimum bills late - they do not allow adequate time for this to be possible. I want Optimum to send bills out so that customers receive them a minimum of three weeks before the due date like most other reputable businesses.

Business

Response:

On 4/*/14, we spoke with [redacted] and confirmed he is enrolled

in paperless billing. We advised him that his bill is available to him to view online

on the [redacted] of every month and is due on the [redacted]. [redacted] understands.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. While I was glad that Optimum Online / Cablevision was willing to call me to discuss the issue I felt that they were not particularly willing to acknowledge that there is a problem with allowing customers substantially less time to pay that is common for utilities, credit card companies, etc. I enrolled in paperless billing which will theoretically alleviate the matter for myself but I had no indication from the person I spoke with that Optimum/Cablevision intends to correct their practice of sending paper bills out such that they arrive as late as three days before the due date.

I believe their final written response makes it clear that they were only concerned with moving me to paperless billing.

I am willing to consider the matter resolved for myself but did not find Optimum/Cablevision willing to correct what is, in my view, an irresponsible billing practice.

Sincerely,

Review: From the very first billing, I have had issues with this company. I began service in December 2013. The installation tech asked me for a check for the first month's service, which I provided. I received no bill in December - this indicated to me that my account was up to date. In January, I began receiving 3-4 phone calls a day from a recorded message from Optimum indicating that my account was past due. I had already set up a payment to be paid by my bank for January's payment, but they continued harassing me because I "owed" from December some type of installation fee that was never disclosed to me (and a bill never sent). They claimed that they sent the bill, and that my service was going to be shut off...and they harassed me continually as if I were some type of delinquent. Having never had this experience, I canceled my bank check and paid the bill online, furious that they would treat me so unfairly.

I had signed up for paperless billing as I always do especially once I had the issue with the bill being "mailed." The canceled check my bank had already sent was CASHED by Optimum - I have no idea how, and my bank is unclear how either. Then, I decided to check my account today (because I knew last month's bill was covered by my fraudulently cashed check) because I was confused as to why I haven't been getting bills. Apparently, my payment is not only due in four days, but was never sent to me. I finally looked up my settings for paperless billing and they have my email address set up as "[redacted]". I would never have set up an email address like that. The whole thing smells incredibly fishy. I tried to change my email address but it won't save in my profile. I feel like this is a really shady practice - they MUST deliver my bill to me. And if they do not, they CANNOT threaten and harass me. I have never had an experience like this in my life with a utilities company. Unfortunately, my building is only wired for Optimum...but I'm so close to complete exasperation with them.Desired Settlement: Apology This kind of activity is completely on bad faith. I know other people must be experiencing this and I don't want them to be harassed as well.

Business

Response:

The customer was contacted on 4/*/14. It was confirmed with the customer that the correct email address appears; therefore, the customer will receive her paperless statements. On 3/**/14, the customer made a $109.68. The customer's account is current and she required no additional assistance.

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 don't think there has been appropriate acceptance of fault. As a consumer, I have been blamed for issues that they have created. I don't believe this is the way a business in good standing/good faith reacts to a consumer. I am displeased with the response as if there was no reason for my complaint. My complaint continues to stand in my mind as I haven't been reassured that similar issues will not continue to occur in the future. As I indicated before, I never changed my email address to the generic optimum email address. How do I know that this will not reoccur??

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

Sincerely,

Business

Response:

Unscessful attempts to contact the customer were made 4/**/16, 4/**/14 and 4/**/14 ; however, there was no reply from customer. A No Contact Letter was sent to the customer today.

Review: I do not have consistent internet service and was told to pay additional to ensure consistency. I have had to call Optimum numerous times in regards to my service issues. Everytime I call the "issue" corrects itself and I'm told they can not see an issue. Cablevision has handles it's business in my area as a "monopoly" not allowing me to use other services that provide better customer service and better internet service. I was told that my issue was my modem. I got a new modem. I was told my issue was my router. They sent me a free router that only benefited them because now my house has become an optimum "hotspot" but I still am not getting consistent internet service. I was then told that they can not see the issue and if I want better internet I can pay $10 for it to get a little better and $60 to get the premium internet access. I pay too much money for their service and because there are no options to leave to a competitor they do not provide competitive prices in my area. I have friends and family in different areas that have Optimum and pay $150 less then what I currently pay and have the same services and the reason is because they have OPTIONS. The customer service is rude and cold and when recently visiting an Optimum store a customer was complaining about the same thing and the rep stated "good luck getting internet somewhere else" Completely unacceptableDesired Settlement: I am not only requesting for the internet to be repaired but as well as a call regarding their customer service practices from an actual manager. [redacted]

Business

Response:

Service visit was scheduled and completed 2/**/15. The customer was made aware of the problem with the outlet and advised us he is going to have it repaired. The customer was provided contact information.

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 move on June **, 2014. I call to transfer my service with Optimun from my address to my new address as it is. everything the same way I have already.

On June **,2014 The technician went to my house to install the cable and with the promotion is free installation and free DVR and free record for a year. So my monthly service is $ 112.94 so my new monthly bill will be $112.94.

In June ** I call because I dont have the phone install. In July * call again. July * I find out all my service is change and I call to said I want the service the same way I have before. In July * I still without phone. July * I call because I receive a bill for $291.94 and they told me was an error and my bill will be the same. July ** I still without phone. July ** I call to complaint because the phone bill online still saying I have to pay 291. CC agent tell me to take 48 hr to see the new bill amount after he fix it.

July ** I call because the bill still showing in 291 and the CC agent is telling me I only have to pay $ 136.21 because after a mistake in the system that is the amount I am suppose to pay and after I pay that amount the bill will be in 0 and when I receive a new bill next month I will start fresh with 0 balance. July ** I call because I still without phone and in all this time I didnt complaint and ask for a credit for a service I dont have. July ** I call to disconnect the service and the CC agent connect my phone and all is in perfect service and tell me my monthly bill will be around 120 or 130 with taxes. I pay on July ** $ 140.00 and call to see why my internet bill it keep saying I own 151.94 and they keep telling me by the next bill it will fix and I will start from 0. Today August ** I receive the new bill and it say I own $ 250.96 because I own money from last statement of $151.94 and the service will be disconnected if I dont pay my balance. I call CC agent and is telling me the bill is correct and that is the amount I have to pay. How come I call 10times and everyone is telling me is a mistake in the bill and from 112 monthly payment I went to 291 payment when all was free. so no extra services add. And the CC agent is telling me that is impossible somebody is telling me that because it will never can be possible 136.21 my bill. And is not credit for all the time I didnt have service. I suffer of heart problems an I have a high blood pressure. After that call I call my daughter to take to the hospital because my blood pressure was in almost 200. I am in a boil point and I feel [redacted] and unprotected from The optimun company. I will no pay the bill until my adjustment are made and all my right will be respected.Desired Settlement: Optimun is a joke and I am very disappointed and I want all my credit applies in my account.

Business

Response:

On 8/**/14, CECR spoke with [redacted] who

explained billing issue. CECR went over bills from previous account

([redacted]), transfer balance, credits on new account and current balance. In

addition, she also confirmed extra box in home that is not in use (ELT).

Scheduled SRO for 8/** from 2-5pm at customer's request to have box issue

resolved. On 8/**/14, CECR followed up with the customer and clarified that the

$62.98 balance that was transferred was unpaid charges for services rendered.

The billing is correct. The customer then stated she was not installed with the

correct TV package and that she was misinformed by a representative that she

only had to pay $132. After further investigation, CECR spoke with [redacted] on

8/**/14 and advised that the account was originally set up for Optimum

Preferred; however, the services were being upgraded to Optimum Silver through

the remote. CECR advised that the account holder should speak with Customer

Service about placing an Account PIN to stop any future upgrades without their

permission. Lastly, a credit of $38 was issued for loss of OV service for 2

weeks after installation and the representative who provided her with

misinformation about the amount due on her account ($132) will be addressed

internally. The customer was advised her current balance is $30.04.

Review: In 2014 I downgraded my service twice in order to stem the cost of my exploding cable bill, and somehow the cost has not subsided yet my services have significantly decreased. I have had 3 service outages (twice of which I was told was due to about 6-10 hours of maintenance). This has cost me hours of work time. I have contacted customer service on several occasions to discuss my bill and whey the price seems to have stayed relatively the same after continuing to downgrade to the most basic awful service I could possibly have. $179 dollars to lay for basic cable seems ridiculous, especially when I was told my bull would drop to $124. This had been an ongoing issue with no resolution and due to the lack of competition in the area there isn't much I can do except file a complaint or take to social media. I would like to resolve this issue as my bill has not been adjusted for several months, and based on last years cost my bill has on erased by 30% while getting much less services.Desired Settlement: Cablevision should accommodate me for their failure of customer service and the ins I kitty to resolve one of their long term customers issues. I should receive service at a discount rate.

Business

Response:

The customer claims he has downgraded his services twice but his bill did not decrease. The Cablevision [redacted] advised the customer that his monthly rate before taxes and fees was $136.70 and he is currently receiving discounted pricing. Options on downgrading the service were reviewed with the customer, who declined to downgrade at the time of the call. The customer further claims that he was not provided with correct information, but did not elaborate with the Cablevision [redacted] the specifics of this

claim. The [redacted] reviewed the last three interactions between [redacted] and Customer Service and found all information provided was accurate. The

customer finally claims he has experienced three service outages due to maintenance and the Cablevision [redacted] was able to verify one outage in the last thirty days. A credit was placed on the account for the time without service. The Cablevision [redacted] has attempted to contact [redacted] by phone on numerous occasions to advise him of the credit applied to his account and confirm his level of satisfaction, without success. A no-contact letter was sent to the customer via US Mail.

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]

This is totally inaccurate! I spoke to the Cablevision [redacted] and it was determined that incomplete information was given to me. I would agree it wasn't necessarily inaccurate but definitely incomplete. The main reason for downgrading my service was to lower my bill, and this has been done twice. I would also ask Cablevision to review their records as there has not only been outages but scheduled outages due to maintenance. I am currently out of the country until July [redacted], which is why I haven't followed up. Cablevision should do the right thing by their customer and come to a mutually beneficial agreement with me, not just admit no fault and move on.

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

Sincerely,

Business

Response:

Cablevision spoke with [redacted] on 7/**/2014. As per our conversation, [redacted] is requesting a better promotional pricing plan. The Cablevision [redacted] agreed to refer [redacted]'s account for review to see if his account qualifies for further promotions. [redacted] has found this acceptable and is aware we will reach out to him with any offers and promotions as soon as the information becomes available to the Cablevision [redacted]. The Cablevision [redacted] also advised [redacted] of the credit applied to his account.

Review: Hello,

I called the Optimum on Feb **/** to cancel my service, because I got a better deal with [redacted]($34.99 for high speed internet and phone). When I called the Optimum to cancel the service, the customer service representative offered me around $39.95 a month for the internet. This was a better deal because of the internet speed of optimum. So I didn't cancel my Optimum, but called the [redacted] to cancel the service because they cannot offer me a better deal than Optimum (I have an email from [redacted] for the order number and cancellation email with a date).

In March and April, some one was stealing my mails ,so I didn't get any mails(I have mail theft complaint form). During this time I thought I have to pay just $39.95 or $35.00(because I was confused), so I paid the same amount for two months.

When I checked my bill for the next month, I realized that I was charged($59.95) more than I was promised for. In May I again called the customer service representative of Optimum and told him about the issue. He connected me to the [redacted] and she told me that they cannot offer me $39.95, but instead she offered me $49.95, a gift card(didn't remember the amount) and extra speed for the internet. I was very disappointed and I told her I am on budget, I don't need extra speed. I told her OK, I will think about it.

Since I am [redacted], and because of the mail theft issue, I was stressed and was also very sick, so I forgot to call Optimum. My internet was disconnected today(05/**/2014). And before calling the Optimum, I paid the overdue balance and called the customer service. Now this lady told me that she can give me the internet for $49.95 starting today, but they don't give gift cards.

So the Optimum customer service representatives are making false promises. First they offered me $39.95 but later changed it to $49.95, and then they offered me a gift card for the inconvenience and later said they don't offer gift cards. Every time they tell you different stories. I am [redacted] and already stressed out. I don't want to call them any more, so I am paying my balance and writing my complaint here. Please look into this matter seriously. I don't have any problem with the internet service. I am happy with the internet service, but some people working in the customer service department tell you lies.

When ever you call the customer service of any business they tell you "your call is monitored". So please check the call and fulfill your promises if you are really monitoring your call.Desired Settlement: Its the businesses responsibility to monitor the calls and don't let customer service representative make false promises to their customers. I am with optimum for 3 years because of the good internet service. But because of these incidences, I am thinking to change my service to [redacted] next month.

Business

Response:

[redacted] was contacted on 5/**/14 and an apology was provided for the error that caused her promotion to be removed. [redacted] was advised that she was properly given the OOL promotion at $39.95 on 2/**/14 but the promotion was removed in error on 3/*/14 when an account correction was completed by Customer Service. [redacted] was advised the promotion has been applied on the account and back-billed to 3/*/14. An apology was also provided for the lack of resolution provided when she called to have the bill corrected. [redacted] was educated that she was not offered a "gift card" but was only offered a $25 credit which caused a miscommunication. [redacted] was offered the difference in credit which is $15.00. [redacted] considered the issue resolved and was provided with Sales Supports contact information if needed.

Review: Cablevision/Optimum accidentally applied someone else's credit to my account and neither them or I noticed until several months later. They removed the credit from my account and stated I owe them nearly 4x my normal bill amount at the end of this billing cycle. I realize mistakes happen so I called to try to setup a way for me to pay them what I owe in increments but they refused to work out anything with me. I was not being unreasonable or demanding that they reapply the credit, nor was I disputing that I owe them the money. I simply wanted them to take responsibility for their mistake and work with me on a plan to pay it off but they refused stating I must pay it all upfront by the end of this bill cycle. I spoke with several people on this matter and they all ran me through the same loop and even stated that it was my fault for not calling to tell them they made a mistake when it first happened. They also blamed the other customer who "must have accidentally given them my account number with his payment". At no point did they acknowledge that this was a mistake on their behalf or offer any help in correcting the situation. I have since switched to [redacted] for my television service and am currently looking for other internet options as well.Desired Settlement: I simply want the option to pay off what I owe in a way that would benefit both the service provider and my family, rather than have them tell me I must make up for their mistake all at once right up front.

Business

Response:

The customer erroneously thought a misapplied payment to his account was

a credit for his early termination fee reimbursement. The customer did not deny

the amount owed; however he was requesting a payment plan. A payment plan was arranged by Cablevision and accepted by the customer. The customer is satisfied with the resolution of his concerns.

Review: I have had an ongoing issue with this company on not receiving what I paid for. For awhile, my cable did not work yet the company is still charging me. I had several appointments including supervisors. I took almost a year to get fixed. They did give me a small credit but not the entirety. If I did not have full cable service then I do not want to pay for it. I believe I should only pay of the high speed internet and fax line only because I have a bundled package. I should receive credit for the 2 months of not having service. Frankly, they should compensate me for all the time spent with appointments dealing with this. The nice gesture would have been to waive all my bills including high speed internet and fax like for the two months. Instead, they want me to pay for everything and threatened to cut me off, which is not fair. This is by far a very poor service. I am sure [redacted] might do better.Desired Settlement: Credit me for the entire 2 months.

Business

Response:

On 9/**/14 a [redacted] contacted the customer and advised a credit for $40.00 would be applied to his account, which the customer accepted and the customer was satisfied.

Review: Last year I decided to get service from Cablevision. Cablevision offers a promotional for first time subscribers. Promotional offers all three cable, phone and Internet for $99.99 before tax for only a year. With tax the service would come to $105.00 but I was charge $129.00 for almost a year. I spoke to customer service several times but no solution to the problem so please help me out.Desired Settlement: Credit back what I was charged back to my account so the bill could go down.

Business

Response:

[redacted] was contacted on 8/**/14 and advised on the sales call from 7/**/2013 she agreed to the Optimum Silver Triple Play promotion at a monthly rate of $124.78 plus tax for 1-year. [redacted] expressed her concern that the rate had increased and was advised in review of the account the promotion had not increased but was ending on 8/*/14 and she was being placed in a new promotional offer for 1-year which was at a slightly higher rate. [redacted] had downgraded her Optimum service to internet only and was advised Optimum would honor the new

promotion along with 1-year of free Ultra 50 service if she paid the past due balance by 8/**/14.