Cablevision Systems Corporation

Review: Last June I got the internet service form Cablevision for $49.95 plus $24.95 installation fee. On August [redacted] a friend of mine who lives just 6 blocks away from my apartment got the same internet service for $39.99 and no installation fee. On August ** I called Cablevision to ask for an explanation about the discrepancy in pricing and installation fees for the same service. The representative I spoke to told me that she did not understand why my friend was not charged an installation fee and that she was going to pay $39.99 for her service because she had been offered a new promotion. When I asked her if I could take advantage of that promotion the representative told me that it was not possible because that promotion was only good for new customers. But I had only have my service for a little more than a month and she said that there was nothing she could do about that but told me that she was going to remove the installation fee I have paid. I then went to [redacted] to see if the promotion my friend got was advertised on their website and I did find it I also found a package that includes internet and phone service for $49.90. So, I said Ok. let me call and see if I can get either the $39.95 package or the $49.99 package I had seen advertised on their website. It made sense to me to either get the same monthly rate my friend was paying or get the phone service added to my plan since I was already paying $49.95 for internet only . Immediately after seeing this information I called cablevision's sales department (08/**)and asked if I could have the phone service added to my plan since I was already paying $49.95. The sales person told me that I could not have phone service in my plan even if I was already paying the price ($49.95) they were asking for the internet and phone service plan advertised on their website because when I signed for the service in June that was the "promotion" they had. She elaborated on this point by saying that my situation could be compared to what happens when someone goes to [redacted]'s to buy something one day at one price and then sees the same product at a lower price a day later. She said that [redacted]'s won't honor the lowest price even if it was the same product. I told her she was wrong about that because all the credit cards I own offer price protection, which means that if I buy a product today and the product price gets lowered within 60 days of my purchase I will receive a refund for the difference in price. In fact, that was the case with a recent Best Buy purchase I made.

Since, I could not resolve anything through this channel I tried chatting with a customer service representative and asking the same question about my plan. below is the text of my conversation:

[redacted]: Hi, my name is [redacted] and I will be assisting you today.

[redacted]: Hi [redacted]

[redacted]: Hello, may I have the account number or the service address?

[redacted]: [redacted]: I see that you have the internet service alone. Do you have any questions?

[redacted]: Last June I got the internet service for 49.95 and I just noticed that you have a package that includes internet and phone for $49.95. Can I get that package instead of the one I currently have?

[redacted]: Our packages change from time to time. If you want to add phone service we can do so. The promotion would be 69.90 for 12 months. There is a tax on phone service only

[redacted]: But how is that possible if I am paying $49.99 only for internet and you are offering internet and phone for the same price?

[redacted]: I understand. The promotional offer that you are referring to is for customers that have not had a promotion before. This account is in a promotion. We are willing to still provide a promotion, but is would be 69.90 plus the phone tax.Desired Settlement: I want Cablevision to give me the same offer my friend got $39.99 per month for internet service or the $49.99 offer that includes phone service.

Business

Response:

Cablevision’s Sales department spoke with [redacted] and advised that she was provided the best available price for internet service at that time that she ordered it, which was $49.95, which she accepted. When [redacted] initially ordered service, she was offered the internet and phone service at $49.90; however she declined the promotion stating that she did not need the phone service. [redacted] was advised that the promotion for internet and phone at $49.90 is no longer available, and all pricing and promotions are subject to change. Cablevision additionally credited [redacted]’s account for the installation charge as a courtesy.

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:

Cablevision did not address my claim properly and diverted the issue by talking about some communication they had with me when I first signed up for the service. The issue here is not whether or not they offered the service when I first signed up, the issue is that they are engaging in unfair practices by allowing some customers to have services that are not available to all customers. Cablevision's position on my claim shows a lack of connection with their customers' needs as well as a lackadaisical attitude towards retaining its customers. By telling me that they can't do anything about the discrepancy in internet service price between my friend and I ($39.99 vs $49.95) or about the fact that I am paying the same price for internet-only service while other customers can have both internet and phone for the same price, shows that fairness is not one of the principles that guide the way cablevision do business and demonstrate how little they care about customer satisfaction.

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

Sincerely,

Business

Response:

Cablevision occassionally discontinues or makes changes to promotions that are available. As previously stated, Cablevision's pricing and promotions are subject to change without notice. [redacted]'s account has been reviewed and she has been informed of the best possible promotion available to her at this time.

Optimum Cable (ISP service)

This large company appears to be behaving as you would expect a monopoly to. Constantly raising fees, poor service response when down. Automated phone service that seems to be designed to frustrate the customer by long holds, poor data available to the rep that may finally answer. No last names, I guess they need to hide from their customers.

I have been double billed (I presume by error on their part) for 2 billing cycles in a row.

After investing over 1 hour (combined calls), 7 emails, I finally got a refund a month later. Now they are double billing me to get the refund back I suppose.

Upshot:

Monopolies are only good for the monopolist. Everyone else loses. I cant wait for another ISP to be available in Greenwich CT!!

Review: I cancelled cable service, they wanted me to return the box or pay $39.99 for someone to pick this up.Desired Settlement: I still kept my internet and wish to get a return label for FREE to return the boxes or for them to pick this up at NO CHarge.

They never told me that I had to return the boxes at my own expense. I was not aware of this.

Business

Response:

Within Cablevision's terms of service, it states that all equipment, including but not limited to, any cables, wires, amplifiers, digital cable box, CableCards, SmartCards, remotes, and keyboards distributed to and/or installed for use in the Subscriber's home by or on behalf of Cablevision ("Equipment") remains the property of Cablevision. None of the Equipment shall become a fixture. Subscriber must return all Equipment upon substitution of use or termination of service. Failure to do so will result in a charge to be determined with reference to Cablevision's then current penalty schedule, which amount shall be due immediately. Subscriber agrees to pay such charge whether such Equipment is lost (through theft or otherwise) or destroyed. The customer downgraded his service to Internet only and was advised correctly that he could either return his video equipment to the local Optimum store and would have 30 days to complete the return. To have the equipment picked up by a Cablevision technician, the customer would be charged $39.95. As a courtesy, Cablevision sent shipping labels to the customer via USPS, so that he may ship the equipment back to us. The customer was happy with the resolution and did not require further assistance.

Review: I bought internet service through optimum 2 months ago. They have called me multiple times daily for over a month now to try to sell me cable service despite informing them on several occasions that I do not wish to get cable service through them. I called and had my name put on the no call list over a week ago, but I continue to get phone calls daily (twelve times in the last six days).Desired Settlement: I just want to stop being harassed.

Business

Response:

On 3/**/14, CECR advised customer that he has been tagged for no call, mail or e-mail solicitations. CECR also apologized for any inconvenience that was caused.

Review: I wasn't getting service for 3 months on my On Demand and Movie rental services. I had to call 3x so they could trouble shoot and they couldnt resolve. Everytime I called they saw a note in the system about the previous call. The optimum employee [redacted], told me they would give me a $20 credit for my troubles. They finally sent a technician out and he said it was there box and system that was bad. As soon as I got my bill ofcourse no credit. So I called and argued and went to the team lead [redacted], and would only give me a $10 credit. He stated numerous times there was no notes in his system and I never called before. Why would they send a technician out? How could I make this up? How can they now not see there notes when Im calling for a credit which was promised to me.

In addition they have excess surcharges of 4.98 on my bill every month that I was never notified of. When I asked CB$ he told me they are for sports channels I dont even watch.

This needs to be resolved and I want a credit for all miscellaneous charges.Desired Settlement: This has cost me alot of time late nights and alot of time of arguing.

I have been getting charged 4.98 per month.

I want my credit and free service for time and energy it has cost me.

Business

Response:

Cablevision reached out to the customer to apologize for the poor experience and advise the aforementioned $20 credit has now been applied. Furthermore, the customer was advised the $4.98 sports programming fee is due to the drastic increase in sports programming incurred on Cablevision. The fee is a Cablevision business decision and was listed on the customer’s install agreement which the customer signed.

Review: On Aug. [redacted] 2014 my cablevision DVR cable box burnt out the Hi-Definition system in my Television. On the day the repair serviceman came to change the box, he had explained to me that this is a common issue with the cable boxes and I had the serviceman get on the phone with the customer service lady and get on the record saying that this was the situation. The customer service person later explained that she had to make an apt for the [redacted], Phone number ###-###-####, to come and assess the damage. [redacted] didn't show up. Instead, he sent an underling who did not speak English well and wasn't able to appreciate my unique problem. I had demanded that he made sure [redacted] called me the same day. Didn't happen. I left a message on [redacted]'s voicemail Sept [redacted] 2014 personally. He has yet to return my phone call although I had made it clear that I was extremely upset with Optimum/Cablevision. I have paid an estimated $35,000 in service to Optimum/Cablevision over the years and I have one problem with their equipment where they have to do the right thing by their customer and they try to deny me and then ignore me.Desired Settlement: I would like for Optimum/Cablevision to pay for the damaged TV. I don't want to pay out of pocket for a new TV and so I would like to have the funds so that I can go out and purchase a new TV.

Business

Response:

The customer has been actively in contact with Cablevision’s [redacted]r. Additionally, the customer currently has an appointment scheduled for further investigation into reported damage to the customer’s television.

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:

Cablevision rep [redacted] came to pay us a visit on Saturday the [redacted]. He explained to my wife that he was going to run a diagnostic on my old cable box. He was supposed to get back to me by Wednesday the [redacted]. Never did. Then I reached out with a phone call and left a voicemail on Thursday the [redacted], never heard back.

I am a customer who has a cablevision bill of $260/month, one would think that my continued business would be valued. I guess not.

At this point, I will not be satisfied without a complete reimbursement for my damaged Television.

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

Sincerely,

Business

Response:

On 9/**/14, a [redacted] went to the customer’s home, but there was no answer. In addition, several messages requesting contact were left. On 9/**/14, the [redacted] visited the home to view the damage and advised the customer that our vendor, [redacted] will be contacting them. [redacted] scheduled an appointment for 9/**/14; however, the customer rescheduled for 9/**/14. On 9/**/14, [redacted] determined the customer had bad AC outlets that were wired incorrectly and led to the damage of the TV. On 10/*/14, a [redacted]dvised the customer that Cablevision is not responsible for the damage to his TV; therefore, no credit is warranted.

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]

Cablevision television repair came to look at the TV and made a determination that my electrical system is to blame however after looking on line and then speaking to a professional on my own I have ascertained that the serviceman was only giving his opinion that is only a guess and not based on fact.

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

Sincerely,

Review: The service provider's technician installed service in my home on June *. I provided the Technician with a check for the required amount for installation written out to "Cablevision". On June **, the check was debited from my account. However, I received on June ** an invoice indicating I had never paid for the service. Optimum makes it very difficult to find the number for customer service. On the invoice, the service telephone number they provided was disconnected. So on June [redacted], I got on their online chat service to inquire why I was being billed. They could not find my check. I was told someone would call me from billing within 24 hours. No one did, so four business days later I got on the chat again, same agent. She told me it would take time. Following this, every three business days I would get on the chat to inquire, no news. It even seemed like there were no notes about my issue.

July [redacted] came around, my payment was now considered "overdue" by two weeks. So I did a google search and found the proper customer service number. The agent at the telephone line had no indication of any disputes on my account, so I walked this agent through the whole process as well, how I have proof that the check was cashed/debited from my account. I was told again, someone will call you in 24 hours.

Waited three days, called in due to no response. I was told the case was transferred to manager for investigation July [redacted]. I was told someone would call me. The [redacted], still no movement, so I called in. Again, there was no evidence of movement on the account. I received a notice July [redacted] that my service would be terminated indefinitely July [redacted]. On July [redacted], the collections department of Optimum contacted me to inform me my service would be cut in 24 hours. At which time, I had to tell her the whole history, she had no note of it. I was transferred to a manager in billing who asked me why I had never provided the copies of the "cashed" check that they requested - not any agent of Optimum had asked me to send a check in at that point. She instructed me to fax her a copy of the check that day and she would respond within 24-48 hours.

That would have been July [redacted] at latest. So at the end of that business day, I called in. No record of any update. Also the service agent indicated the notes said I was supposed to email a copy of the check. I was told to fax! No one ever mentioned an email. It's now the [redacted] and no one has contacted me and I only have a fax number for the manager I spoke to, no telephone. When I call in, they can't transfer me directly.

I feel like I am being extorted. Forced to pay a bribe of double activation and first month's service fee because this company is a monopoly and I can't walk away from it. I can't even get a single honest answer out of customer service. I don't know where to turn. I have been trying for over a month. Please help me. I can't afford to pay 90 some dollars twice, but I don't want my internet service terminated.Desired Settlement: Please push them to actually investigate my check and resolve that I paid them. And to please, please get back in touch with me and be upfront about communication. If the payment was lost, it is on their end. My check is written to Cablevision, so who else could it be cashed out to ? Why is the payment not attributed to my account?

Consumer

Response:

I wish to thank the Bureau so much for the assistance in this matter. Pursuant to my filing with the Bureau, several representatives of Optimum Cablevision contacted me regarding the matter. Allegedly, they still cannot find my payment, but they have finally agreed to at least credit my account for the amount that was debited from my bank account in June. While I am still concerned about the open-ended nature of this resolution, I have decided to call the matter closed so as to move on with my life. Again, thank you, I truly do not believe the issue would have been resolved without your intervention.

Sincerely,

Review: My family decided to change from cable only service to Optimum's bundled option of cable, TV, & internet. When I spoke with the sales rep on May [redacted], I was told I would receive confirmation via email of the details of the account changes and the total cost of the new bundled option. A few hours after not receiving a confirmation email, I called customer service to find out why I didn't receive a confirmation email, only to be told that Optimum stopped sending confirmation emails May [redacted] and to contact sales the next day to see if it was possible for them to send a print out of the account changes. The following day, when I spoke with a different sales representative and then her [redacted] about receiving a printout of the order details. The [redacted] stated that they were unable to do so, and that the new charges would be reflected on the upcoming bill.

The installation of services occurred 6/*/14, which had separate issues of its own: from a lack of notification that the appointment date was changed from the original 6/* date... to the fact the original sales representative gave incorrect information about what was included in the bundled option.

We recently received the new bill for the billing period of 6/*-6/**/14 with the charges of the old service of cable only. As it is due 6/**, I contacted Optimum Customer Service on 6/** via live chat, to find out why the changes were not reflected in the new bill as I was told by four previous Optimum employees. This customer service rep explained that due to the bill generating at the end of the month for next month's service, our switch to the bundled option would be reflected on the following bill (which would be generated 6/**). Optimum's online account, does not reflect what the current bill amount is - neither the amount the customer service rep said it was, nor the old bill amount. The rep explained that the systems used to generate bills and online account information were not the same as their (customer service) system and would not reflect the correct bill amount. When I requested a new bill to be sent immediately, reflecting the correct amount due (and would outline our new services), they replied that it was not possible - only the bill that was generated at the end of the month was available. When I spoke of my concern about the current charge, the representative replied there was a grace period from the due date for the bill until the next bill generates. However that doesn't help because we need the new bill to see what the current bill cost.

This has been incredibly frustrating after switching to larger service plan. My family has not received a bill or confirmation statement, detailing: the total cost, the costs of each service, and any credits applied to the current bill (by the original sales rep or one customer service rep regarding the installation delay).Desired Settlement: An up-to-date bill as soon as possible, either in the mail or via email in secure PDF format. It must reflect the charges included in the bill and an outline of the services being used (from cable boxes to the router to the "keep my phone number out of the phone book" privacy charge, etc.). In addition, an increased credit for poor service - ideally a full credit for the current bill with an apology for the lack of details explaining (in writing) what the charges are for our current service. Any information as to when Optimum will improve their systems to reflect any service changes during bill payments online and in paper statements would be greatly appreciated.

Business

Response:

The customer was contacted on 6/**/14 and an apology was provided for the poor experience and was advised that an e-mail can be sent showing her normal monthly rate. The customer was offered a onetime courtesy credit, which the customer accepted and is aware that the first bill which is scheduled to generate 6/**/14 will show pro-rate service charges from 6/*/14 - 6/**/14 and service charges for 7/*/14 - 7/**/14. The customer was provided with our direct contact information if she should have any additional concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The phone call was as described by business; I am waiting for the bill to arrive before saying the issue has been resolved and taking any further actions. I will contact the business with any additional questions.

Sincerely,

Review: The pixal on my tv are so bad I am unable to watch anything. I have called the company numerous times and they still have not corrected the problem. The only time they have called me is when I stopped paying the bill. Then they were calling me. I told them as much when they called. We went through the usual 'lets try to fix the problem over the phone". It, of course, does not work. They say they are going to have someone fix it. and that I am the one who should call them to let them know If I still have a problem. I am tired of calling them and getting the same response with no end to the problem. They want their money but they do not care about their customers. I have gone from being nice to yelling at them. I do not know what else to do. I am tired of calling and getting no where. Please help me to get my cable tv back to normal.

Thank you.Desired Settlement: Refund of the last 3 months where my cable did not work.

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,

Business

Response:

Our [redacted] team installed a Samsung box at the location as well as changed out fittings and tightened loose connections. On 5/**/14, a [redacted] spoke with customer after work was completed and advised of what was done. All required tests passed and are within specification and all equipment was working to customer satisfaction prior to the [redacted] leaving the location. The [redacted] also provided the customer with his contact information should customer require it in the future. 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: I HAVE BEEN WITH THE COMPANY SINCE 1977 ON 04/** SOMEHOW I MADE AN ERROR IN CHOOSING AN OPTONLINE SERVICE CALLED MLB INNINGS THIS IS SEASON PACKAGE THAT COSTS 195.00 VIA REMOTE CONTROL NOT SURE HOW IT WAS DONE BUT HONEST ERROR THEY REFUSE TO GIVE ME A FULL CREDIT REFUND

SAYING THAT IOTS NON REFUNDABLE PACKAGE ONLY OFFERED 50.00 CREDIT

THEY CAN LOOK MY ACCOUNT HISTORY SEE THAT IM A LOYAL CUSTOMER THIS WA S HONEST ERROR

SO I AM REACHING OUT TO YOU FOR HELPDesired Settlement: JUST WANT REFUND 195.00 SINCE IT WAS HONEST ERROR

pPS THE NATURE COMPLAINT WAS TRYING FIND OTHER NOT SUR EIF THIS ISSUE FALLS IN THAT CATGORY

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.

Cablevison has responded and issued a full refund for my issue. Thank you Revdex.com!

Sincerely,

Review: We spoke with [redacted] to cancel our service. To keep us he gave us a total price $216.03. We confirmed this includes all fees and taxes. When we received the next bill in the sum of $227.50. We called and they pretty much told us too bad. We told them to listen to the recorded conversation where they promised us the lower price and we were told their is nothing he would do. We originally cancelled talks with [redacted] when they gave us the lower price and would not have done that had they been honest. It's not so much the price but their bad business ethic with the classic bait and switch. We could have already had a lower price had they not lied to us.Desired Settlement: We want the promised lower price.

Business

Response:

Multiple attempts were made to reach [redacted] between 7/**/14 - 7/**/14 to discuss his claim for being misquoted. Messages were left with Sales Supports

contact information for [redacted]. A No Contact letter was mailed to [redacted] on 7/**/2014. Should the customer contact the Revdex.com, he should be referred to Cablevison's Sales Support at ###-###-#### [redacted].

Review: This company failed to provide a final bill that clearly explained the billing charges. In my history of being a Cablevision customer, many mistakes have been made on my bill and it is difficult to get them corrected. The final bill I received stated that I was credited $596 for returned equipment, but then charged $50 for equipment; making the total owed $185.11. When I called to inquire about the $50 charge, they stated that I did not return all the equipment. When I assured them that I did, the representative checked and confirmed that I did. After much thought and time on hold, she stated that I was credited twice for the same thing and the $50 charge was to take back a credit. I asked that they send me a final bill stating that. She and her supervisor refused, stating that that could not do that. I stated that with what I had in front of me, It appears as if I'm being unfairly charged, and need to see the documentation that I am not being being charged unjustly. After 45 mins on the phone, they maintained that they could not present me with a statement that shows their claim of a double credit. I do not think that it is fair to pay this bill without seeing the proper justification for the final amount.Desired Settlement: To receive a correct final bill. Also for Cablevision to allow proper time for a customer to pay before sending an account to collections.

Business

Response:

Review: I requested Cablevision to cancel my telephone and internet services on June [redacted], 2013. On June [redacted], 2013 Verizon installed internet and cable services at my household. As a result, I made the following payments for Cablevision's remaining service:

1) $103.24- 7/*/13

2) $50.18 -8/*/13

3) $50.18- 9/*/13

4) $19.72 -9/**/13

Also, a Cablevision representative refused to replace my modem, and in a very rude manner, suggested to obtain one from a Cablevision walk-in-center.

My cable was disconnected on October [redacted], 2013, and my account has a current balance of $368.64.Desired Settlement: I need my bill to be adjusted to the correct balance of zero.

Business

Response:

We have been attempting to contact [redacted] by telephone and have been unsuccessful, thus we have sent a letter to the customer requesting contact. Our records indicate that [redacted] requested to remove phone and internet service on 6/**/13 however the call was ended before the request could be processed. In order to process her request (which will be effective 6/**/13) we require the security pin number to unlock the account. Television services have been temporarily restored until 11/**/13 while we await customer contact on this matter.

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:

Cablevision overcharged my account $36.55. The correct amount to be charged is $9.72.

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 company continues charging disconnected cable services. Stop charging disconnected services and close the account. [redacted]

Business

Response:

We have made several unsuccessful attemps to contact the customer via telephone and email. A no contact letter was sent on 03/**.

Thank you,

Review: Optimum falsely advertised that Optimum for business offered a great deal for business. However, we had Optimum residential and switching to business charged more however we lost caller ID on the TV. We also lost Optimum on Demand, were not able to watch the Olympics on the internet that were previously recorded, and lost the music stations. In addition, we had to pay more!So we switched back to Optimum for residential. what a nightmare! The sales person at Optimum promised us 2 years of multiroom DVR for free and free Encore. However, what was on our first bill, a charge for the multiroom DVR! When we called because our e-mails were not successfully restored, the caller ID on the TV did not work and the DVR did not work even though we were being charge for it...Optimum put us on hold for over 1 hour and 23 minutes before we hung up and called again. We were transferred from person to person and told nothing could be done!Desired Settlement: We would like a refund for unacceptable service provided for the last 3 months. We also would like an investigation into the possible illegal business practices from Optimum.

Business

Response:

On 3/**/14, Optimum spoke with [redacted] and informed her that after reviewing her calls, her complaint was found to be invalid. She was quoted a monthly rate of $126.28 plus tax, which included the Multi-Room DVR. As a courtesy she was offered the DVR service at a discounted rate of $6.00 for one year; however, [redacted] declined the offer. She was then offered free Showtime and Starz for 1 year which she accepted. The customer was made aware of the changes to her package when she switched from a residential to a commercial account on 11/**/13. She was also informed that once the installation was complete she would need to contact Optimum’s Technical Support Group to have the email accounts transferred.

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 find it fascinating that Optimum found my complaint to be invalid. I never asked for multi-room DVR in the first place . It was offered to me for free by the sales person on the phone from Optimum and that's the only reason I accepted it. So why would I accept an offer of DVR service at a discounted rate when I never wanted it in the first place! I asked for the resolution Optimum offered to be sent to me in writing when I spoke to [redacted] at ###-###-#### on March **, 2014. However, he refused to put the resolution in writing. I guess when people call Optimum in the future it will be important to record any conversation they have as lying by this company appears to be rampant.

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

Sincerely,

Review: I have a bill and my past due balance that I received says that I owe. 178.30 when I called in the automated says that I owe 180.30 I don't have a problem paying the bill but for one you can't send me a paper bill saying one thing and then the automated says another. The next problem is I have a due date for the [redacted] and last month when I was late they had my date on the [redacted] I paid the 24.00 balance that was past due and now their saying that I have until the [redacted] to pay the past due balance which is 2 different balances and I also need until the [redacted] because that's when I get paid.Desired Settlement: I need a representative to give me the right balance and prove it because my paper says something totally different then the automated and also to give me 2 extra days until they resolve the balance issue. and I will be paying it off on the [redacted] the past due and to find out why they keep changing the dates on the bill when my service was installed on august [redacted] and my bill is due in the middle of the month. I also need the cycle changed to the end of the month. It's more convenient for me because I thought that my bill would be due on the same day as the service was ordered.

Business

Response:

On 11/**/14 and 11/**/14, [redacted] spoke to [redacted] ([redacted]’s wife and an authorized user on his account) and provided her an explanation of the bill. The customer was also advised that we are unable to accommodate their request for a payment extension on their past due balance.

Review: I was in a two year promotion, that means my monthly bill is $29.95 for two years from 8/**/2012. After one year, on 8/**/2013, they ended my promotion saying that my promotion ended. I called them and demanded an explanation why they ended my promotion, but they failed to give an explanation. Instead they lied and cheated with me. For the month of September they charged me an amount of $47 instead of $29.95. Now they are saying that they will charge me $39.95 from now on for each month for one year. I tried to talk to a supervisor, but they didn't transfer me to any supervisor, instead cursed at me, insulted me, and threaten to take other actions if I file a complaint with the Revdex.com. Their customer service is very rude, and unhelpful and uses inappropriate language with customers. I was insulted by their rude customer representatives.Desired Settlement: Cablevision must restore my promotion in order to demonstrate their ethical behavior. They must restore my bill in the amount of $29.95 for one year if they don't want to lose a old customer. Also they must remove the balance $47 from my account, since it was billed unfairly and unauthorizedly.

Business

Response:

On 9/**/13, Retention placed a 12-month promotional offer of $39.95 for OOL on Mr. [redacted]'s account. On 9/**/13 Shared Services advised Mr. [redacted] that a credit in the amount of $147.33 would be applied to his account to offset the difference between the monthly OOL rate that he was promised, and the rate that he was given. The credit of $147.33 was applied to Mr. [redacted]'s account on 10/**/13. The customer is satisfied.

Business

Response:

On 11/**/13, the customer was contacted and he was advised that on 9/**/13, Retention placed a 12-month promotional offer of $39.95 for OOL on his account and that a credit in the amount of $147.33 was applied to his account on 10/**/13 to offset the difference between the monthly OOL rate that he was promised, and the rate that he was given. Prior, this information was provided to the customer when he was contacted on 10/**/13 and was previously addressed with him on 9/**/13 when he was initially contacted in response to this issue.

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]

Cablevision is lying and cheating. Cablevision is the biggest cheater in the planet. They cheated with me by ending my two year promotion. The credit that the Cablevision indicated in their response, was applied because they overcharged me. That credit has nothing to do with my promotion. They are fake and fabricated representatives. I want my promotion to be restored fully and fairly.

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

Sincerely,

Review: I received a letter today indicating my internet, phone and cable rates would increase soon. I called to schedule a cancellation as I do not intend to pay more for services I barely use. A representative I spoke with, who called herself an [redacted] offered me "a promotional price" of $167.00 plus tax. I explained that I do not wish to pay close to $200.00 for services we barely use. After all, we have NEVER used our home phone. I asked if she can schedule a cancelation for when the promotion ends so that I didn't have to call back and go through the ordeal of explaining why I wanted to cancel again. She said she couldn't schedule that in advance and I had to call back again when it was closer to the date. She also said today they have promotions and tomorrow or next week the promotions might be better. So I guess I have to call back to see if whoever picks up the phone feels like giving me a better deal. I insisted on not wanting to call back and asked to speak with her supervisor. She said she was an [redacted] and could deal with my issue. Clearly, she couldn't as she wasn't satisfying my concerns. She then became condescending and said she had given me two options, one was to make myself a reminder and call back. That infuriated me and I asked again to speak with someone she reports to; she placed me on hold for what felt like forever and then the call dropped. I called back and spoke with another "[redacted]" who offered to help. I advised I needed to speak with a higher-up as the previous associate purposely disconnected the line and never bothered to call back. The second person ([redacted]) offered a $20.00 credit for the inconvenience the previous associate had caused but after explaining we did not need a home phone she said she could no longer give me the credit. The credit was offered to try to make up for the fact that someone else hung up on me and never followed up but I guess I was no longer worthy of it since I was canceling a service. I'd like to mention that I'm still paying more without phone service.Desired Settlement: I would like to receive the $20.00 credit offered by [redacted] and I would like the first associate who hung up on me addressed. [redacted] mentioned the associate who hung up on me goes by ID # [redacted], but somehow I doubt that's true. I would also like a discount in service or an extension on the price I had, considering the sour taste that was left in my mouth after dealing with customer service. I think it's ridiculous that I have to call every year or in this case day or week hoping to get a better deal by another "[redacted]." I should be appreciated as a long-term consumer and not only be offered a "promotion" when I decide I want to try [redacted].

Business

Response:

Multiple attempts were made to reach [redacted] by phone between 8/**/2014 - 8/**/2014. Messages were left with Sales Supports contact information. A No Contact letter has been mailed 8/**/2014 providing Sales Supports contact

information. No additional promotions are available to this customer.

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 was offered a 20.00 credit for the inconvenience of having a representative hang up on me. I was then told that couldn't be given because I was removing the phone service. So I guess since I don't have phone service it's ok to have associates hang up on customers when we ask to speak with a supervisor. Cablevision condones bad customer service and gives the excuse that they couldn't reach the customer to offer a resolution. No one has advised if the calls were listened to and if the associate I spoke with that hung up on me was addressed. A voicemail was left asking to call back during business hours WHICH IS WHEN I WORK! Yes, you called and left a voicemail asking to call back but never said if the issue was addressed with the associate and if the promotion which was offered but not given will be issued to my account. Nice job washing your hands and not taking care of anything. Horrible service! Absolutely horrible!

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

Sincerely,

Business

Response:

Customer spoke with Sale after issue with closed out via Revdex.com site. Sales spoke with [redacted] an apology was provided for the poor customer experience she received. [redacted] was offered two credits of $20 which will be applied on the following two billing statements. [redacted] was provided with Sales Supports contact information if needed.

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 called my local brand and expressed interest ina. New promotional rate offere for the same services I have, Initially the rep tried to convince be that the price I have is better because it has more channels etc, I expressed I am not interested in extra channels I was just interested in the promotion. Then she mentioned she would give me faster internet, showtime etc and I expressed I was not interested in that, but rather just the promotion. Afterwards she said she can't give me the promotion. This is awful business practice, how do you charge someone more for the same services? Wen I purchased optimum cable I was told you get free wifi everywhere (what a joke never works), then free movie tickets in Tuesdays (lol doesn't exist anymore) and was told whenever there is a promotion just call and let us know and we can adjust it (after getting off the phone the rep said just call back and try again you never know) really? This is how customers are treated? Bait and switch? The rep switched my plan to an economy package which is about 100 dollars a month, but I have to cancel this service and I do not appreciate being cajoled.Desired Settlement: My simple request is to have the promotional rate that is offered.

Business

Response:

[redacted] was contacted on 08/**/14 in regards his Revdex.com complaint. The Sale rep offered [redacted] several movie channels and faster Internet speeds for free. [redacted]may have believed the representative was attempting to upsell the services at acost. In review of the account [redacted] currently does qualify for a new offer based on his promotional history. However [redacted] is currently paying $91.85 plus tax with a 1 year Step-Up offer expiring 5/*/15. This offer would be the lowest offer we have available with his current level of service. [redacted] understands if he chooses to switch providers to keep the Optimumaccount active until the install is completed. This is to ensure he does not lose his OV number.

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]

When I initially purchased these services I was informed by the representative that I could take advantage of any current promotion if it is available. As my records indicate, even last march when I inquired about the promotion it was extended to me. I never agreed that my price would change nor was I informed when I enrolled in the services. Furthermore, the rep mentioned she would try and verify this, because this company records the phone calls. So I am waiting to hear back on the discovery of these records to validate my claim. Nothing to date has been done about this misrepresentation. Thank you.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I will not be able to walk in to return equipment, it is the responsibility of cable vision to pick the equipment. I am available after 7pm m-f and weekends before 10 am. Please let me know I will not be responsible for any extra charges as a result. I have agreed to discontinue the services due to misrepresentation of the rep that enrolled me. The previous employee told me that they would verify the contents of the call where the representative mentioned my claim of match current promotion. Yet the last representative told me that even if they were to verify my claim and the rep did misinform me cable vision would not honor it. Therefore it is safe to conclude that cable vision is not concerned with training their staff nor honoring claims by their own reps, rather they simply interested in enrolling you and gradually raising the price by misleading and false repesentation as well . As a result, I have recommended my neighbors cancel their services and enroll in other company with a better price. Three others will file a Revdex.com and cancel their services as well for the very same reason as myself. If cable vision decides to alter its decision and make an exception to their rules will I be wiling to cease my actions to rectify this.

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

Sincerely,

Business

Response:

[redacted] was contacted on 08.**.2014 and advised that Optimum provides promotions based on eligibility and currently he is receiving the best available offer. [redacted] was advised that the disconnect appointment is scheduled for 09.**.2014 before 10 AM. [redacted] was satisfied.

Review: It all started last year. The cable com[any kept sening me bills and calling my home, telling me that I have a bill of over USD 600.00 due to them Last year May, I made a payment of over USD 400 to straighten out this matter the [ast due payment they said I had pending. Every thing was going along fine, I was making my payments later on in the month, as I stated to them my rent gets paid the first part of the month, and all the other bills get paid at the end of the month. Now, they've started up with the same old story again.Desired Settlement: I would like to have this matter to get straightened out once an for all, before I make the August payment. I would also like for the to stop callin me every hour.

Business

Response:

CECE has attempted to contact this customer serveral times, left messages with no response. A No Cntact Letter was mail on 8/**/14.

Review: The DVR service does not function properly.

1. Recorded shows do not allow FF or RW.

2. Recorded shows that do let you FF stop suddenly and returns to beginning and FF Stops working.

3. One show records 15 minutes then switches to a different unsolicited show.

4. Problems have persisted for six month and the only response I get is "it is an outage that the Techs are working on..."

5. Countless calls and complaints produce no results.Desired Settlement: This problem is inherent to their DVR service. This company should not charge or offer a service that they cannot provide. After months with the same issues when do they admit to their customers that they cannot and have not provided the service that we are paying for.

Business

Response:

Cablevison contacted the customer on 7/*/14, and remained in contact with the customer through today 7/**/14. The customer was advised that a fix for this outage has been identified to alleviate this issue and should be completed by the end of August. Additionally, the customer has not been charged for the Mult-Room-DVR servivce. The customer is is receiving the Mult-Room-DVR servivce free for one year at no charge, start date 1/**/2014, end date 2/*2015.