Cablevision Systems Corporation

By far the worst service I've ever experienced. A technician showed up, didn't know why he was there, broke my extender, and left.

This company is the worst I've ever dealt with

Review: I signed a two-year agreement with cablevision for a 'triple-play' package, and 6 months later, they raised the rate that was supposed to be locked in, hiding behind a 'surcharge', which they claim they can raise unilaterally, and somehow this is not part of the agreed-upon rate. This is unethical, misleading, and when I contacted them, they were dismissive, rude, and refused to honor the price they agreed on.Desired Settlement: I would like to see the $2+tax refunded to my account, and to have a real guarantee of the price going forward.

Business

Response:

On 5/*/14, an Optimum specialist spoke to [redacted] to inform him that we issued a one-time courtesy credit for $34.00 to his account. He was also advised that after review of his Customer Service contact, it was revealed that our representatives behaved in a professional manner. The customer is satisfied.

Review: The advertised price of the "[redacted] Value" pack is $64.95. It is also the price quoted to me when discussing the package levels with an [redacted] customer service representative. However, after changing to the Value package, I saw that there was also a "Surcharge for Sports and Broadcast TV" for $5.98 added to my bill. When I inquired to [redacted] about this charge, I was told that because the Value pack includes some sports channels, I was automatically charged the surcharge. When I told the rep that I did not want those sports channels, I was told that my only option was to downgrade my package level and lose more than just the sports channels I did not want. There is no way to have the Value package without the additional surcharge cost so why isn't that included in the advertised price? I think it's absolutely a case of deceptive advertising practices when the [redacted] website and it's customer reps claim that the price for the Value Package is $64.95 with NO mention of the automatic additional $5.98 a month in payments required.Desired Settlement: I want to pay the advertised price of $64.95 a month for the [redacted] Value package and NO $5.98 monthly surcharge for sports channels that I don't use and don't want.

Business

Response:

Cablevision’s attempts to reach the customer on 5/**, 5/** and 5/**/15 via telephone were unsuccessful and messages were left with our direct contact information. An email was also sent to the customer on 5/**/15; however, to date no response has been received. The Surcharge for Sports and Broadcast TV applies to residential customers who subscribe to the [redacted] Value package and above and is listed as a separate charge on our statements. This charge is due to the cost of sports programming rising dramatically. Sports programming costs, including the cost to carry sporting events, have been continually increasing and now represent more than a third of Cablevision's total programming costs. We remain available to address [redacted]’s concerns.

Review: Cablevision cannot provide the level of service they sell and claim to provide. I need to contact them numerous times throughout the year due to sub-standard internet speeds (1/**the speed I pay for) I have had numerous cablevision techs at my home throughout the years and they cannot resolve the issue. I have even written to their corporate offices more than once.they refuse to admit their outside equipment is to blame. service levels become even worse during wet weather (snow or rain.) at this point I do not even care if its resolved. I simply call to request a credit to my account and am told even this cannot be done without sending a technician to my home. I will no longer waste my time waiting for a technician., they cannot and do not resolve the issue. as a matter of fact the last time a technician was scheduled to come to my home they cancelled the visit without informing me. I ended up wasting a day waiting for someone that never showed up. at this point I am tired of having to contact them at all and deal with their low level technical support representatives.Desired Settlement: I would ultimately want the issue fixed and resolved for good, however I know they will be unwilling or incapable of fixing this. so I would like my account credited when my service drops to unacceptable levels. which is quite often. I pay for ultra 101 service. I never have and probably never will receive 101Mbps service. on good days I receive 70Mbps less than 3/4 of what I am paying for. when it drops below 50Mbps or 50% is when I attempt to contact them for some type of resolution.

Business

Response:

There were five unsuccessful attempts to reach customer; he then provided alternate phone number to contact him and he was reached on 1/**/15. The customer requested that we come on Wednesday 1/**/14 to check the outside wiring which was completed on Wednesday 1/**14. No issues were found outside; we replaced his aerial drop as preventive maintenance. The customer didn’t not want anyone inside his house so we were unable to troubleshoot any further than outside. An Outside Plant technician is scheduled to sit at his tap tonight, 1/**/14 from 9:00 PM to 11:00 PM to monitor speeds from the pole. We are using this timeslot, as this is when he stated his speeds are slow. The customer is still unwilling to allow us access inside the home, stating the problem is outside. Further testing is being done tonight.

Review: Signed up with optimum in 11/**. Told contract prices were good through 11/**, and was told REPEATEDLY that my total monthly bill would be $145.33. As of April 2014 my bill has been increased by $2.88. They increased a "sports surcharge" from $2.98 per month to $5.86 per month. It was extremely dishonest and poor business practice for the Optimum sales rep ([redacted]), to assure me that my bill would not change for 2yrs. When I contacted Optimum by phone to discuss this I was told that all cable companies do this and that they are within there rights to do so. I am now getting correspondence in the mail stating if I do not pay the difference that my service will be discontinued.Desired Settlement: I want my account credited for the difference so far and I don't want the increase to be included for the remainder of my sales agreement that ends 11/**. My account# is [redacted]

Business

Response:

Cablevision has attempted to contact the customer on 9/**, 10/*, and 10/*, but has only been able to leave voice mail messages. A letter was sent requesting contact. On 11/*/13, the customer met with a Cablevision sales person at their home and would sign up for TV, phone, and internet services. Though we are unable to confirm specifics of the conversation that took place, the customer was provided with a copy of our terms of service (found on the back of the sales order form), which states the listed programs, packages, services, number of channels, content, format, rates, and other aspects of Optimum's offerings are subject to change or discontinuance at any time in accordance with applicable law. The Sports Programming Surcharge effects both Residential and Business customers who subscribe to packages that include sports programming. The Sports Programming Surcharge was introduced April 2013, at a rate of $2.98. The surcharge was applied to all customers subscribing to Family/Value package and above. Effective May *, 2014, the Sports Programming Surcharge would increase by $2.00, from $2.98 per month to $4.98 per month.

Review: Cablevision raise monthly bill approximately 25% without notification of change in billing. I attempted to rectify with representative and was told I am sure you were informed and that's the price. They then told me that they could provide said same service for 60 dollars cheaper, essentially telling me I have been overpaying for months.Desired Settlement: I want a credit to my account. These practices of variable billing seem like bait and switch.

Business

Response:

On 9/**/14, Optimum contacted the customer to discuss his complaint. On 9/**/14, the customer spoke to an Optimum Sales representative who offered him a promotion that would be approximately $50 less per month for Optimum Silver package, internet with Ultra 50 and phone. [redacted] declined this offer and requested basic Internet service only. In August 2014, Optimum mailed [redacted] a letter explaining his promotion was ending and his September billing statement would reflect the standard monthly rates of $89.95 for the Optimum Silver package, $49.95 for Optimum Online (includes a $10 multi-product discount), $14.95 for Optimum Voice (includes a $15 multi-product discount). A copy of this letter was mailed to the customer on 9/**/14.

Review: Optimum customer for over 17 years. In order to provide a reasonable price for service - INTERNET and TELEPHONE Optimum enticed me into a package of service afew years ago requiring me to install a cable box for tv service that I did not want as I have satellite tv service. this sales tactic also caused me to switch my phone service to OPTIMUM VOICE. The total costs including taxes was agreed to be $81 per month

This month September 2014, I find my price increased $16 per month to $97 per month and chats wit customer service say this will continue to INCREASE AS THEY SEE FIT !!!

Current advertised offers provide NEW CUSTOMERS and some SPECIAL existing customers with a $49.90 per month price for PHONE and INTERNET - I am told I CANNOT GET that becuase I HAD a discount in the past !

I would need to pay $60 + fees and taxes for Internet only and phone another $30 resulting in a HIGHER bill than they bumped me up to.

My complaint is strong-aremed business and billing ntactics and their refusal to even negotiate any other payment plans or options.

They then offered INCREASED BANDWIDTH for FREE if I kept the Triple Play packae - this was 9/**/14 by phone.

I asked for this discount today 9/** and was told "I don't see it in the notes" I can't offer it !!! Such total rudeness by multiple chat and phone reps I am very upset that I put so much $$$ into this company over the years.

I would appreciate and expect the same deals thay have for NEW CUSTOMERS - $49.90 for INTERNET and PHONE and just drop TV SERVCE

I am now being forced to have TV service to pay the STILL-OVERPRICED rate

emal: [redacted] phone # my acct is under: ###-###-####

Acct # - [redacted]Desired Settlement: I would appreciate and expect the same deals thay have for NEW CUSTOMERS - $49.90 for INTERNET and PHONE and just drop TV SERVCE retro to AUGUST 2014 with at least a 2 year GUARANTEE OF PRICE

Business

Response:

On 9/**/14, the customer was advised of his ineligibility for a promotion to lower his currently monthly rate. The customer’s current rates and options were

discussed. Additionally, the customer was offered, and accepted, a promotion to increase his internet speed free for 12 months.

Review: I submitted a request t port my number out of Cablevision on Thursday 8/*. The new provider had promised the port in will be completed within 24 hours. Since the number was not ported at the end of that time frame, I contacted the Cablevision Customer Service to inquire about why the porting did not go through. I was told by them that the Zipcode provided by the new provider did not match our records, the port got denied.

I asked them for a response in writing but they said it was the duty of the company, that you want to port the number in, to provide you with denial request.

I contacted the Cablevision in the evening again, around 10:30 pm, mentioned to them that when I requested the new provider to re submit the porting request, they denied the fact that the Sim Card included a prepaid and prefunded monthly plan, unlike the first time I requested that on Thursday, and I canceled the re submission of the porting request. The Cablevision Customer Service Rep and her supervisor, confirmed that they had not received any new porting request and they agreed to deny it, if, by mistake, the cancelation does not go through and the port in request is received.

But on 8/**, the number was ported in to the new provider! I contacted the Cablevision Customer Service, talked to a rep. whose name was [redacted], I explained the situation to him, he said he would gather more information andget back to me. When he got back to me he said someone would call me back to follow up the situation with me but I never heard back from any one.

I contacted the Cablevision yesterday to cancel my Cable TV service and to add Ultra 50 to my internet account. I was transferred to the Retention Department. I explained the situation to the guy, who answered the phone, He asked why I want to cancel the Cable TV service, I explained to him that my phone was ported out and there is no better package for internet and TV and again he said I was paying under $100 for 3 services and why I wanted to cancel the Service!

I don't know how many times a customer should repeat themselves and why the reps should waste so much time by asking the same questions over and over again to keep a customer enrolled for more services?

Since I had time this week, I wanted to make some arrangement to drop off the cable TV box to Cablevision warehouse but the ignorant representative did not let me finish the cancelation of Cable TV!

The Cable vision is responsible for the extra fees besides my Internet, starting from August *. They need to cancel Cable TV, add Ultra 50 to my Internet account and make accurate adjustments to my account. Since I might not have time to drop off the Cable TV Box to their warehouse next week, they need to arrange a specific time (a short time frame not the entire day time frame) to pick up their TV Cable Box.

The billing needs to be adjusted to only internet service starting 8/*.

They need to acknowledge that when a customer calls to cancel a service, the reps are not supposed to ask them the same question several times to convince them to keep the service!Desired Settlement: I don't want to spend more time talking to the customer service for billing adjustments. As I mentioned, considering the who issues, I'm only responsible for the internet service starting 8/*.

They also need to make an arrangement to pick up their Cable TV Box in a 2 hour time frame (Time Interval). Since considering the mentioned facts, I may not have time to drop it off to their warehouse and cannot waste my whole day, wating for them to pick it up. I can only accept a 2 hour time frame!

Consumer

Response:

At this time, I have been contacted directly by Cablevision Systems Corporation regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The issue is not 'Completely' resolved. There is supposed to be some Billing Adjustments.

?

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

Sincerely,

Business

Response:

Sales left a message for [redacted] and received a call back on 9-**-2014 to discuss his billing dispute. [redacted] was advised additional research of the billing dispute would need to be researched. On 9/**/14, [redacted] was assured the additional $8.52 credit for the television service was applied and all due prorated credits have correctly been applied with accurate calculations. [redacted] proceeds to dispute the prorated credits and requested a supervisor escalation. A supervisor left [redacted] a message,

waiting for a call back from the 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:

There are still issues regarding Billing adjustments. I spent over an hour on the phone a few days ago with the rep at the executive sales support of Cablevision but we did not reach any agreement. Their calculations is 'INCORRECT'!

Besides that, I contacted Cablevision on 8/* around 10 -10:30 pm, asked the customer service not to let my number be ported out. I mentioned to them that I had already cancelled the porting request but could not trust the accuracy of the other phone company. I was assured by both people, including a supervisor, that they had not received any porting request and the number would not be ported out.

We could not reach to any agreement regarding those two issues. It is wasting so much of my time!

?

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

Sincerely,

Review: On April **, 2013 we entered into an agreement with Optimum for cable tv, internet, and phone services. Optimum agreed to reimburse us for our early termination fee. Optimum agreed to reimburse up to $360 for the early termination fee for cancelling our contract with our prior provider which was Directv. Optimum has continued to make excuses why they haven't processed our reimbursement check. initially I was told the submission I submitted was incomplete when I inquired why it was incomplete it was escalated and I was then told by a [redacted] that my submission was not incomplete but in fact not received by them at all. This was despite the fax confirmation I received showing my submission was successful in any event I eventually provided via email another detailed invoice from directv showing the payment of my early termination fee of $320.00. Over a month after my email submission I received a reimbursement check from Optimum in the amount of $200.00. I called Optimum today and spoke to two customer service reps and two [redacted]s. The first [redacted] told me would look into my claim and asked that I give her five business days to respond. I asked for a copy of my contract and was told a copy would be put in the mail but their standard reimbursement is $200 however if my sales order said something different she would make sure I was reimbursed the full amount. I then located my sales order which clearly states "Early term fee up to $360 will be reimbursed to the customer upon receipt of Directv contract cancellation notification. I called Optimum back and spoke to a different [redacted] who insisted (despite what my contract says) that I am only entitled to a reimbursement in the amount of $200.00. I asked her to direct me to the area of my contract that states a $200 reimbursement and she admitted there is nothing in writing stating this amount. If necessary I will file a complaint with the court if I am not reimbursed full amount within 10 dayDesired Settlement: I want to be reimbursed my full early term fee of $320 which means having Optimum send me an additional check in the amount of $120 within the next ten days. Also in an ideal world a company like Optimum would train their customer service reps not to provide incorrect and inconsistent information. The fact that I had to wait almost a year to reimbursed just shows Optimum's poor customer service habits.

Business

Response:

Cablevision’s Sales department spoke with the customer and advised that we will be sending them an additional check of $120, to cover the total $320 reimbursement for the Early Termination Fee that [redacted] charged.

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: The internet is extremely slow and since our phones are voip, we have problems with the phones as well. We have contacted Cablevision numerous times, they have sent repairmen at least 4 times but were unable to resolve the issue. andDesired Settlement: find a solution to the problem and repair the necessary cables so we can have our phones and internet working properly.

Business

Response:

On 04/**/14, Outside Plant helped Field Service clean up the tap where the customer is connected and ran speed tests. On 04/**/14, the [redacted] contacted Field Service stating that they were experiencing slow speeds. On 04/**/14, Field Service Tech [redacted] visited the location and checked the speeds with the [redacted] who agreed that the speeds were in spec. Outside Plant will continue to monitor the account, the customer is satisfied.

Review: My services were not functioning properly beginning of February I called customer service and the rep trouble shooted me and the services worked again. Yet the very next day, cable and internet were not working properly. I was told that someone would call me to setup a time to come check my services and see what the issue is. Now two weeks plus has passed and I managed to get the services up and running. I called customer service to inform them of the two week lapse in my services and they say no record of my phone call!! How convenient! I requested that they check the data as verify my claim but customer service says they can't check it, really!?Desired Settlement: Three months of service

I called customer service spent over 30 mins with them today and called on three other occasions with no resolve. It doesn't make sense that I pay for a full months of services but only receive 1/*. Due to hassle and inconvenience this has caused this resolution seems fair.

Business

Response:

As per our investigation, there were no calls made to Customer Service to report any service loss problems prior to 2/**/14. Our Field Service team was able to see a complete service loss from 2/* to 2/**; however, there were no system problems in the area to validate an issue. In addition, subsequent diagnostic test were run and found the customer’s services going offline daily. The customer was set up with a service appointment to confirm all services in the home working and Field Service team found no issues at the home. The customer admitted to unplugging his equipment during the day to save on his electric bill. On 3/**/14, [redacted] was advised of our findings and advised that he was already provide $20 for unverified service issues prior to his Revdex.com complaint and no further credit will be applied.

Review: I enrolled in a triple plan with Cablevision on Thursday, 7/*/2013 and I was told that, effective immediately, by enrolling in this service, I'd receive 'Premium Internet Service' that speeds up the download to about 50 mbps.

After 2 days, since I did not see any different change on the speed of the Internet, I called the customer Service.

I tested the speed and I found it the same as it used to be! I was told by the representative that since porting my # is still pending, I will not get the Premium Service until the porting is complete. When I explained to him that I was promised the Premium Service 'EFFECTIVE IMMIDIATELY' he put me on hold, the phone got disconnected but when I checked the speed after several minutes, I found out that the speed went up.

I contacted the customer service again, explained that the promised 'EFFECTIVE IMMIDIATELY Premium Service' has not been fulfilled until after 2 days that I called; the representative told me that I was not paying more that the 'Premium Service'

I told her that it does not really matter how much I pay for the service, by enrolling the Triple Plan, all of the features of this plan must be fulfilled, 'EFFECTIVE IMMIDIATELY'.

I requested to talk to a supervisor, Explained to him the 'ILLITERATE STATEMENT' of the representative but he said that according to the notes on my account, no service issue credit can be issued to this account, without the approval from a [redacted]!

I found this Statement 'EXTREMELY' insulting, for a customer, who has always paid the bills and according to their notes, the last credit issued to my account was dated on August 2012 for misrepresentation of the Service Cost prior to enrolling in the new Triple Plan on last Thursday.

I spent (have wasted) about 2 hours, talking to their 'ILLITERATE' customer service!Desired Settlement: They must immediately remove that 'Insulting' Statement from my account, and make 'Proper Adjustments' to the account. Plus a formal Apology Letter from one of the [redacted]s regarding the late issues caused by Cablevision!

According to the Customers' rights the next level might be an Informal and eventually a Formal complaint with the FCC!

Business

Response:

On 3/**/2014, Cablevision spoke with the customer regarding his experience, which the customer confirmed was back in August 2013. He confirmed the original sales agent had only good intentions and wanted to provide the customer with the best promotional offer available, however, due to unforeseen system issues, he had to wait an extended period of time on the phone for a resolution and had to wait for an additional period of time to complete the porting process. Cablevision apologized for the inconvenience and assured the customer we will handle the matter internally and provide coaching where necessary to prevent future poor experiences. The customer was previously presented with a $40.00 credit for the porting fee assessed to his account and was provided with an additional credit of $80.72 for the poor customer experience, which he accepted. On 3/**/14, Cablevision attempted to contact the customer, to advise of this decision and left a voicemail message, additional contact attempts will be made to the customer.

Review: When I originally ordered the service, the representative said it would be approximately $94 a month. It was about $103 a month. She told me I was getting the lowest price package. When I called and it turned out I did not get the lowest price package, the rep changed the package and claimed it would be about $94 a month. It is almost $100 a month. They refuse to lower my bill to the amount they told me over the phone.Desired Settlement: Reduction in price and a credit. I want my bill to be what they said it would be.

Business

Response:

On 1/**/14, CECR spoke with the customer and advised that our investigation indicated that the customer was quoted correctly and that the representative on 11/**/13 advised she would be paying $94.88 plus tax going forward. [redacted] still requested taxes to be removed and was denied.

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 also complaining that their advertised prices are not what they actually charge. They say the plan is $79.99 a month, but it's really over $99 a month. When I called to set up the service, the price the associate quoted was higher than the advertised price, then my bill was higher than what the associate said it would be.

Thanks,

Business

Response:

On 3/[redacted]/14, CECR spoke with the customer regarding her rebuttal and attempted to address her additional complaint about the advertised pricing for promotional rates. The customer referred back to her original complaint about her rate quote and was advised that the issue was already addressed and that the quoted rate was without taxes ("94.88 plus taxes"). The customer's bill is correct. [redacted] was again denied for an adjustment on her bill and she stated she will keep the Revdex.com complaint open until she receives credit.

Review: I was a customer of Cablevision (Optimum) for 11 years. On or about April **, 2013 I began to notice a change in my bill and a noticeable increase. I called Optimum to complain and was told that the extra charge was for Multi Room DVR, it was at that point I stated that I had a studio apartment (one room) with one TV, they said well we have you listed as having multi room DVR. After four months of complaining they told me they would remove. ( I invited them over to my home to inspect which they declined) . I was told that I had a balance of $34.84 and that if I wanted to maintain my service I would have to pay that amount that was on September **, 2013. I made a payment arrangement to pay that amount on October **,2013, because that was the day I would receive my Social Security Benefit and they agreed. On September **, 2013- I awoke to find that my TV, Internet and telephone had been turned off. On October **, 2013 I paid the $34.84 and my service was restored. It was at this time that I called Verizon Fios and scheduled a change of service. On October **, 2013 my service was changed. Optimum's next billing period would start on October **, 2013 so at that point Optimum owed me money for charging me for Multi room DVR. Also of Note On October **, 2013 I went to the Optimum Store in Freeport NY to return their equipment and to file a complaint for rudeness and incompetency on the part of the Customer Service Reps. I was told they would close the account for me due to "Rudeness" on the part of the Customer Service reps supervisor. Yesterday 11/**/2013 I received a call from Optimum in an effort to collect $100 at this point I told the Customer Representative that they owed me money that I owed them nothing, and she then stated that she would send me to an Outside Collection agency. At this point I became aggitated and told her of their poor service and that is why I left the company. I also told her to stop threatening me, and that I would be taking action against her company and she disconnected the call.Desired Settlement: I want the refund that is due me and I want any action they are planning as a means of collection to be stopped, it is false and they are violating my TRW which will go negative against me if they precede with this action. [redacted]

Business

Response:

On 9/**/13, an Optimum representative spoke with Ms. [redacted] who advised us that she would not be able to make the past due amount for $34.84 until 10/**/13. The representative told her that we would note the account of her promise to pay and the representative correctly advised the customer that her service would be interrupted on 9/**/13, if payment was not received. Our records indicate that the customer was billed for DVR service, multi-room DVR service and a premium outlet fee from 8/**/13 to 9/**/13. The customer subscribed to DVR service. Credit for the multi-room DVR service and the premium outlet fee was issued to the customer’s account for the period billed, 8/**/13 through 9/**/13, in the amount of $15.76. The customer disconnected their service on 10/**/13. Accounts are referred to a Collection Agency approximately 40 days after disconnection if there is an outstanding balance. On 11/**/13, an Executive Relations Specialist explained the bill to Ms. [redacted]; however, she states that she is unable to pay the amount owed until January 2014.

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:

Company is lying they are billing me for something I did not have.

Review: ear Revdex.com,

My name is [redacted]

My Fiancee, is [redacted] for 7 years. On May **, we called Optimum and cancel the entire service at 10:30am.

They PRICE went from 89.00 to 196.00. He can not afford their terrible services.

We went on vacation the same day. We came back June **.

Since ** May 2014, I [redacted] requested my services to be completely CANCELLED.

Optimum did not turn my services off.

After several calls to terminate service, I need help again.

On ** July 2014, I, [redacted] went into the Brookdale Hospital MICU in Brookln NY, because of breathing problems. I am still in the hospital.

Optimum is taking advantage of a sick man. I've called several times and they still have the services on in my name.

They dont care who they abuse, just as long as the BILL GETS PAID.

[redacted] ###-###-####Desired Settlement: REFUND FOR MONTHS I REQUESTED SERVICE CANCELLED, JUNE & JULY THANK YOU

Business

Response:

Cablevision spoke with [redacted] on 8/**/14 and advised that the last two contacts made to Cablevision were on 5/**/14 when she requested assistance with her internet router, and on 7/**/14 when she requested a service call to repair an issue with the phone service. At no time during either of these contacts did [redacted] request to disconnect the account. We advised that [redacted] did request a name change form during her call on 7/**/14 and she confirmed that she did received this information; however she stated that she never completed the form and she was no longer interested in changing the name on the account. After our contact with [redacted] on 8/**/14 we received a request to disconnect all services at the [redacted] Optimum Store.

Review: CableVision charged $443.00 equipment fee before we made any request to cancel the service.

When we found the charge and call, they said it was becasue someone called to open new service in our address. They promised that the correct statement would be issued when we returned the equipment. But we never got any corrected statement.

When we called again, they claimed that correct statement will be never issued and the wrong statement will be my final statement. They assured us that our account balance is accurate($13.77), but just can not issued correction. [redacted], New Jersey [redacted], was the highest level involved.

However, after the balance was claimed to be corrected and we paid the correct over the phone, Cablevision continued to try charging our credit card for the wrong balance($486.81) and kept sending statement with wrong balance($481.81 instead of $13.37).Desired Settlement: 1. Correct statement in both email and certified letter.

2. Email apologies from all involved persons including [redacted].

3. Review customer service log, investigage and explain why corrected statement can not be issued while so many promised I will receive one.

4. Investigage and explain why Equipment Charge could be posted even before we make any attempt to close the account.t

Business

Response:

[redacted] was contacted and informed that a final bill was already sent to his home

outlining the final amount owed and his unreturned equipment charges. The

customer requested a bill that shows he has returned his equipment and his

final balance of $13.77 was paid. We offered to send the customer a letter

explaining the equipment was returned, a balance of $13.77 was paid, and his

account is closed with no balance owed, which the customer accepted. The

customer was also informed that we have reviewed his previous calls to the call

center and we would deal with any misinformation provided to him internally. [redacted]

[redacted] was also informed that a new tenant contacted Optimum to set up a new

account in his apartment and therefore his account was disconnected. When

speaking with the customer he stated he was not aware the new tenant called to

establish an account already and he was advised that this is the reason for the

equipment charges to appear on his on his statement.

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]

1. They still have not issued the corrected statement.

2. They still can not explain why anyone can make a call to close my account and the company can then charge large device fees without contacting us.

3. They still can not explain why their system still tried to charge the device fees on our credit card even one week after they confirmed the new balance.

We did receive a letter, but there should be an official statement.

The case can be closed but we are still very upset and angry because we wasted so much time on this. External or internal authorities should investigate their operation procesure make sure that the management will not setup an operation procedure deliberately to take advantages of stressful movers and rip large amoutn of device fees off them.

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

Sincerely,

Review: I had telephone number ###-###-#### with Optimum (a SIP business number). The account is still open and active in their system according to them. I requested [redacted] to port the number from Optimum to [redacted]. [redacted] has done this twice now and Optimum is failing to respond to the port request and release the number to [redacted]. It's a primary business number of my business. This port request was originally made 9/*/2013. 9/**/2013 [redacted] cancelled the first request since it Optimum didn't release the number fully and resent a second new request. In the port system between [redacted] & Optimum it shows that Optimum hasn't done any work or started to work on this port request.1Desired Settlement: Release the phone number ###-###-#### immediately to [redacted] as per [redacted] port request.

Consumer

Response:

In reference to complaint ID [redacted], , it has been resolved. The number was ported and now working. Please go ahead and close this complaint.

Sincerely,

Review: Hi, - I moved into my Home in [redacted] NJ in june of 2013 and received the triple play service. The salesperson at the time told me that when my year was up, as long as the company was offering a triple play promotion I would continue to receive the discounted offer. When I inquired about this after one year, I was informed that this offer is for new customers only. my monthly rate has unfairly escalated from $133.00 monthly to $195.00. I do have an additional TV now which should have increased the $133 to less than $140. $195 is absurd. It is also interesting to note that at one point in the new year, they quoted me $171 per month, which was still too high. I have requested for a senior manager or officer of the corportation to call me and discussed but they refuse to do so. Many emails have been exchanged with customer service reps which has become exhausting as I have repeated my story 5 times. Cancelling and moving to another cable company is not a possibility as there are none. Thank you for your help in this matter. I am have been very resonable throughout this, but now am utterly frustrated.Desired Settlement: I am simply seeking the rate I have had for the first 12 months + an additional fee for the one extra box. I would like this retro back to July. Also, the "free" modem never worked correctly and I had to buy my own. I would like a new one sent by mail to my residence.

Business

Response:

The customer was made aware that the Triple Play Bundle Offer is not available for current customers; however, the promotion that was offered to him in May still stands. The offer includes Internet and Phone at a promotional rate while his Cable service stays at the regular rate of $74.95, all for one year. Along with the offer, we also included two free cable boxes for one year as well. The entire promotional offer costs $168.10 per month for 12 months. The customer agreed to this promotion and is aware that it will expire on 08/**/2014. Also, the customer's claim of no contact will be handled internally. The customer was content and had no further questions or concerns and has a direct name and contact number should any issues arise.

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: Bait and switch. On 10/**/2014 I called Cablevision to cancel my phone service. I was transferred to their 'retention department' who offered me a promotion of $180.23 per month for 1 year if I kept my current package intact. I accepted this offer. Their bills did not reflect this new pricing. I called on 12/**/2014 to inquire why and was told that there was no promotion on the account even though she ([redacted]) saw a confirmed promotion on 10/**. I was confused and [redacted] stated it was beyond her and transferred me to [redacted]. I explained the situation and [redacted] said that they would need to pull the call to confirm the promotion, that I would get a reply within 5 business days and that naturally I would get this promo price when the call was confirmed. On 12/**/2014, after not hearing anything from Cablevision, I called again assuming that they would tell me that they adjusted my account. To my surprise they instead told me that the call had not yet been pulled. I spoke with a supervisor named [redacted] who stated I was given incorrect information and that it takes more than 5 business days to pull the call. She stated it would take "maybe" 10 to 20 days and she would "follow up". [redacted] was very rude and condescending stating that customer service reps can't offer promotions - essentially saying that I was making all this up. I told her I would be making a payment that day and it would be the last one until this matter was resolved and I would be canceling the service if they did not honor their promotion. Since [redacted] never did "follow up" I called again on 1/**/2015 (a full 5 weeks from my 12/** call) and was told the bill was accurate, there is no promotion. I asked to hear the call that was purportedly pulled myself and was told it was for company use only. Eventually they admitted they had no record of my call on 10/** with the retention department - they claimed that I must have hung up! Yet they also admitted that $180.23/month was a promotion that indeed was being offered at the time. I spoke with [redacted] again, who was supposedly a supervisor, and again she was extremely rude essentially calling me a liar. I stated that I was going to terminate my account and file complaints with the Revdex.com. She then transferred me to a supervisor named [redacted] (though [redacted] claimed she was a supervisor!). She stated that "nobody can tell" what actually was said on 10/** and offered a $20 "courtesy" credit and a new promotion. I again demanded that they honor their original offer or I would be forced to file complaints. I have heard nothing since.Desired Settlement: Adjustment of my bill to honor the promotion price that was offered when I called to cancel my phone service on 10/**/2014. An apology for the rude way I was treated and for all the misinformation/lies I was told over the last 4 months.

Business

Response:

Sales advised [redacted] that [redacted] was able to review the call with the Retention Rep from 10/2014 in which he was quoted a rate of $180.23. It was explained the free DVR service he has now is what was offered and [redacted] had an increase in the box charges and Sports programming Surcharge in January which now makes his monthly rate $182.93 + tax. He was offered an apology for any inconvenience this issue may have incurred and he accepted a one-time credit of $40.00 [redacted] is satisfied with the resolution offered and considers the escalation resolved.

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 response from Cablevision is extremely misleading. I did receive a call from [redacted] on 3/*/15 stating that the original call from 10/**/14 had been pulled and reviewed verifying the offer that was made. THIS COMPLTELY CONTRADICTED WHAT I HAD BEEN PREVIOUSLY TOLD! On 1/**/15 I was told that the call was pulled and reviewed and that THERE WAS NO RECORD OF THE CONVERSATION, that I must have hung up prior to being transferred to the Retention department. Furthermore, [redacted] stated that the supervisor who had told me this DOES NOT EVEN HAVE ACCESS TO RETENTION DEPARTMENT CALLS! Clearly I was being given a run-around and Cablevision had no intention of honoring their original offer. The free DVR service mentioned in their response refers to an offer that was made to me on 1/**/15 in order to try to placate me. Their response seems to imply that there was confusion regarding the price increase in January. This has absolutely nothing to do with the complaint! Until the Revdex.com got involved Cablevision had no intention whatsoever of honoring their original offer, which they quickly and retroactively did only days after my complaint. I accepted the $40 credit offered but I am far from satisfied. I was blatantly lied to and insulted over the course of several months, wasting my time and causing me a good deal of grief. I have mailed a complaint to Cablevision's corporate office and am anxiously awaiting a reply. Barring an adequate response from the corporate office I will soon be dropping Cablevision once and for all.

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Sincerely,

Review: On March * I experience a problem my service that cablevision was aware of. On March ** I received an email from them stated the sorry for the inconvience and that they was giving me 2 months free of channel 510 that would start March ** and automically end May **. On March ** I watched a movie on that channel and now they billed me for the movie. I just called an spoke to an [redacted] name [redacted] that stated I wasn't suppose to watch that movie. The email cleared stated that channel 510 was going to be free for 2 months. It never stated that you certain shows couldn't be watched. That false advertising anything I watch on channel 510 was suppose to be free. On top of that my son watched an movie on that channel yesterday. So now they will be charging me again. They refused to credit my account. Telling me it's my fault not theres.Desired Settlement: I would like them to credit my account for the two movies watched on that channel. I will never again turn to that channel and they should stop with the false advertising.

Business

Response:

On 4/*/14, an Optimum representative spoke with the customer and advised her that credit in the amount of $5.95 for the movie ordered on 3/**/14 will be issued to her account. She understands that Pay Video on Demand movies are not part of the free channel offer. The customer was also advised she was not charged for a movie on 4/*/14. She is satisfied.