Cablevision Systems Corporation

Review: Cablevision has charged me $125.65 on 7/**/2013 and 8/**/2013 for service I don't have. I have not been a Cablevision customer in more than 1 year. When I called them about the charges, they were not willing to help me in any way. The refused to tell me why I was being charged, or what account the charges were for.Desired Settlement: I have already disputed the charges through my bank. I would like a full apology and a refund of all the charges.

Business

Response:

On 8/**, [redacted] was contacted and provided a detailed explanation of the account history. He stated he would review his financial statement to determine if the event timeline matches his records and would call back to discuss the matter further. There were two follow up calls placed on 8/** & 8/** and a detailed voice message was left providing direct contact information for a return call. As of 9/*/2013, [redacted] has not contacted Cablevision.

Event Timeline:

· [redacted] residing at [redacted] became a Cablevision subscriber on 03/**/2010

· 10/**/2010 [redacted] established an e-Bill account @ 1:01 AM

· 9/**/2011 the credit card in question was added to the e-Bill account

· 10/**/2011 – 12/**/2011 – the card in question was utilized 5 times during this time period to make payments for services rendered at the above address

· 12/**/2011 – Name change executed from [redacted] to [redacted]

· 07/**/2013 & 08/**/2013 – two additional payments were made to this account – utilizing the card in question

· 8/**/2013 – card number in question deleted and a new payment method ending in XXXX was added to the e-Bill account

[redacted] established a second account with Cablevision on 11/**/2010 @ [redacted]- (Account#[redacted])

· 7/**/2011 – [redacted] created a new e-Bill account for the second service address

· 9/**/2011 – [redacted] added the card in question to his new e-Bill account

· 09/**/2011 – 03/**/2012 – the card in question was utilized 5 times during this time period to make payments for service rendered at [redacted]

· 03/**/2012 – Cable account disconnected at the customer’s request

Review: In recent months, a $2.98 surge charge for sports programming has appeared on our invoice. This charged was never notified via mail or telephone call to us prior to us receiving this increase. We do not watch sports on TV, nor did we request an added service. They just randomly bill us for the surcharge which is unfair to us non sport customers. In addition, we have contacted Optimum customer service on numerous days (including 8/*& 8/*/2013) to resolve this matter with no resolve. To make matters worse a friend of mine contacted customer service weeks ago and he was able to get the charge removed and gave him 2 movie channel to make up for the inconvenience. The issue is the fact that they are allowed to get away with surcharging its customers without any authorization. The fees are high enough and they should go through some sort of govt utility control.If any question call ###-###-####Thank You[redacted]Optimum Acct # [redacted] Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Refund refund desired and remove new surcharge

Business

Response:

[redacted] was contacted on 8/**/13 regarding the sports surcharge. He was advised that the only way to remove the charge is to downgrade his television package to Economy or Basic. He is aware that this charge is not for additional programming, but for the rising cost of channels that carry live sports. He declined all the one-month premium channel promotions that are available, but accepted a triple play promotion for one year effective 8/**/13. The breakdown is as follows:

Preferred $45.05

OOL $29.95

OV $14.95

2 boxes @6.95 ea. $13.90

Sports surcharge $ 2.98

Total rate $106.83

[redacted] was provided a direct contact number should he wish to discuss the matter further.

Review: When I call for a package or when they advertise a package deal. Optimum NEVER MENTIONS THIS ADDITIONAL SURCHARGE. THEY TELL THE CUS[redacted]ER THAT THE PRICE OF THE PACKAGE EG $89.99 PLUS.THE COST OF THE CABLE BOX AND AN AVERAGE OF $4.00 TAXES. NEVER ANY MENTION OF A SPORTS SURCHARGE.On receiving one's invoice this additional surcharge is 'hidden' under TV cost.

I called Optimum on 5/**/14 to complain about the fact that they have added a SURCHARGE fee to my monthly invoice of $4.98 for Sports programming. I do not look at any sports. None, zero,nada. Why am I being forced to pay a fee for a service I do not use? I spoke to a [redacted]. The rep informed me that since I have channels that have sports programming I would have to pay the fee. As you may be aware,I cannot choose the channels I want in a package. I have to go along with what Cable Vision/Optimum offers. If its left up to my choice I would have no more than 10 channels. However, I do not have this choice. I do not have access to sports channels like ESPN CLASSIC or FOX PREMIER sports channels. My question is why a cus[redacted]er who never watches sports should be charged the same surcharge as 'sports fanatics" who have premier sports channels?

In 2013 they issued me a refund of $40 for the same matter. in 2014 the cost has almost doubled and they refuse to give me a refund for a service I do not use.They inform me that my solution would be to downgrade my service. This would mean that I could no longer receive channels like national geographic or the bbc or showtime for example.

I like certain shows on SHOWTIME but I pay extra to have that. why does a little old lady who wants to enjoy the BBC or watch Law and Order have to pay for sports programming. I do not pay cigarette taxes because I don't smoke. I am not forced to pay that tax because I go to a store which sells cigarette.

This request is on behalf of all the people who are being forced to pay a surcharge for a service they do not use. If Optimum wants to charge all cus[redacted]ers this surcharge then they should inform the cus[redacted]er ABOUT THE CHARGE UP-FRONT.Desired Settlement: The surcharge be removed from my invoice permanently. Refund for all surcharges I have paid in the past year. (12 x$ 2.98). The cost also increased from $2.98/month to $4.98/month starting May 2014.from

Business

Response:

On 5/*/14, the cus[redacted]er was contacted and the Sports Programming Surcharge was explained to her. She was also advised the Sports Programming Surcharge did not go into effect until 4/*/13, and her services were restarted in April 2011. The cus[redacted]er also reiterated her refusal of $50.00 credit that she was offered on 5/*/14.

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:

Thursday, June **, 2014 4:06 PM

In response to the company’s reply. I received a message from a rep by the name of [redacted]. He explained the programming policy of Cablevision. I informed him that a rep offered me a $50.00 refund to cover the cost of the surcharge. I told him that $50.00 does not cover the full amount of $4.98 plus tax for 12 months. (4.98*12 =$59.76) that’s before taxes. However, they offered a refund of $50.00.

To clarify. What Cablevision does, is give a refund up front. The surcharge continues to be listed on the bill each month plus the taxes.Hence the reason I would be paying more than $59.76. in surcharges for a year.

I also mentioned to him when the surcharge was $2.98 I was refunded $40.00. ($2.98*12 =$35.76) before taxes.

[redacted], told me that he would respond to me via the Revdex.com. This was the last I heard from him or Cablevision.

The surcharge is unfair to me. I cannot choose my tv package to include only the channels I want. I must select what they have lined up and then I am being ‘punished’ or fined additionally? The biggest question is why do I have to call them every month to beg for or request this refund? Why can’t they remove it from my bill as a so called courtesy?

I am requesting a minimum of $59.76 + taxes as a refund. I would be happiest if they find a way to remove the surcharge from my bill entirely. I have been a customer of Cable Vision for more than 15 years.

Sincerely,

Business

Response:

On 6/**/14, the customer was advised that a $57.76 a courtesy credit was issued to her account.

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 had service with this company for two years and on approximately May [redacted] I received a bill for the upcoming month on which I observed that the bill had increased from $139 to $175. I immediately called a different company and switched carriers because $175 isn't in my budget to spend on any service merely for entertainment purposes. On May *, 2014 I called Cablevision and cancelled the service. At that time I had a remaining balance of 142.38 and the representative advised that I would also be charged for the dates including April **-May [redacted] as we had entered a new billing cycle because the company bills in advance. All of which I was okay with. When I contacted the retention's department to disconnect the service the representative offered me a slew of discounts all of which I had refused but kept in mind. A few days later I decided that the pros were too good to pass up as they would offer a package akin to what I had when I initially became a customer. On May [redacted] I called back and at that time a representative in the sales department stated that I had the past due balance but they could get a technician out to connect the services once that balance was satisfied. I advised that I would make the payment when I received my paycheck the following week or so. On or around May [redacted] I checked the website to see if I could find the schedule of appointments available to get the technician out because I anticipated making the payment on my upcoming paycheck. Only to find that the balance due stated $399.43 with a past due balance of $317.52. I immediately called Cablevision and a host of rude, discourteous, borderline illiterate representatives and a supervisor from the billing department named [redacted] advised that the bill is accurate and it didn't matter that I still had no service they have in their system that the service was never disconnected so I am responsible for the payments which includes the past due amount of $142.38 plus the bill which covers 4/**-5/[redacted] in the amount of $179.00. I advised that I disconnected the service on 5/[redacted] and she stated that it was reconnected on 5/[redacted]. I informed her that I still had no service, she insisted that the bill was correct and it didn't matter. One of the representatives called me back that I had spoken to before her and said that they can get a technician out to my apartment and if they verify that there is no service then a credit may be issued. On May [redacted] a technician came out to my apartment and he had to indeed rewire the apartment to connect the service because as I had previously advised every representative including the one that I had spoken to on 5/[redacted] that when the company that I had switched to, [redacted] came out they rewired the entire apartment. So I most certainly assumed that Cablevision would credit me since I had no service since my disconnect date of May *, 2014. A host of representatives including [redacted] from the corporate office called and to my surprise advised that they are willing to give me a credit of $51 for the services that I didn't have from 5/[redacted]. So that would make me responsible for $128 for the duration of 13 days between 4/** and 5/* on which I actually had the service. This is completely absurd and insulting. They are billing me $179 for services that I didn't have and the new service would have been $106 monthly as per the representative that I spoke to on May *, 2014. On 5/**/2014 I am paying the past due balance of $142.38 to cover what I am certain that I owe until this is resolved. I have no issue paying what I rightfully owe but I do not have any money beyond what I rightfully owe to pay to corporate crooks. This has been nothing beyond a heap of stress and I know now that I made a terrible mistake cancelling with [redacted] but I will surely not make the same mistake twice.Desired Settlement: I am requesting that the bill is adjusted. 4

Billing cycle from 03/**/14- 04/**/14 was $285.38 - PAYMENT OF $143 WAS MADE ON 4/*/14 THEREFORE NEW BALANCE WAS $142.38 (PAST DUE AMOUNT AS OF 5/*/14 WHEN CANCELLED)

Billing cycle from 04/**/14-05/**/14 was increased to $317.52 including the past due amount of $142.38 and influx of $175.14 ONLY THE SERVICE WAS CANCELLED ON 5/*/14 AND I DIDN'T HAVE SERVICE UNTIL TECHNICIAN RECONNECTED ON 5/**/14.

I AM REQUESTING AN ACCURATE AND JUST READING AND OR AMOUNT FOR THE DURATION OF 4/**-5/*/14 WHICH ARE THE DATES THAT I HAD SERVICE PRIOR TO 5/**/14.

Business

Response:

[redacted] contacted the Sales Retention department on 06[redacted].14 and was advised that during the call with [redacted] on 05.**.14, her account reflected a total amount due of $**3.21 billed through to 05.**.2014 (30-day past due amount of $142.38 and a current amount due of $175.14). [redacted] was advised that her account was credited for the following: A billing adjustent credit of $39.20 was applied for overage charges between 05.**.14 and 05.21.14 towards the April - May billing statement; a credit of $80.38 for overage charges between 05.**.14 and 05.**.14 towards the May - June billing statement. [redacted] was advised that her payment of $152.44 on 06.**.14 reduced her account balance to $166.61 which was due on 06.**.14, but would still be on-time if received by 06.**.14. [redacted] was advised that her account reflects the Winback Prefered Triple Play promotion for $106.88/month + tax for 2-years until 05/**/2016. [redacted] was advised that Showtime + SVOD and DVR service free for 1-year until 05/**/2015. Showtime + SVOD would automatically be dropped from the account and the DVR service charge would roll to the standard rate. For the inconvenience, [redacted] was offered Starz/Encore + SVOD free for 1-year, which was accepted.

[redacted] was satisfied.

Review: I am set up for automatic bill pay with Cablevision. I have been using this service for many months with a valid credit card. 2 months ago Cablevision started having problems with processing my payments and did not bill my credit card for the monthly service. I have received threatening emails saying I was going to be assessed late charges and cancellation of service if the bill is not paid. I have made every attempt to reconcile the amount due with Cablevision.Desired Settlement: I want Cablevision to bill my credit card for the overdue amount and bring my account up to date as paid in full. I do not want to have to pay extra late charges since it was not my fault that the monthly payments were not billed by Cablevision on time.

Business

Response:

The customer modified his ebill payment method on 4/**/14, 5/**/14 and 5/**/14.

Once a customer modifies their payment method it takes one full billing cycle for the new payment method to go into effect. The customer was advised that he would have to make a payment while the changes he made goes into affect. A letter was mailed to the customer explaining the process to the customer.

Review: I had electrician come to my house to troubleshoot an issue. They tried multiple solutions to fix why my outlet was being tripped when I plugged my new TV in. They checked the cable splitter and it has 70volts coming from it. They checked outside and no voltage outside only inside my house. They said they are not allowed to touch anything related to Cable but that this was a very dangerous situation and to contact Cable immediately. They also said this is not the electric company's problem. I called the same day around 11am, Saturday, May [redacted] & explained all of this in great detail & was told a [redacted] would call me. I gave my home number & cell & asked that they call both numbers. So by 10:30am on Sunday when I didn't hear back I called again & they said they left a VM on home phone that I have to call the electric company. I said no that the electrician specifically told me that it has to be cable. So she says be home and they will call before they come out. Cancelled all plans and stayed home. I received a call back from the rep from earlier in the day that the [redacted] told her to tell me if I feel unsafe I should call 911 that they would not come out. I told her unacceptable this is a hazardous issue in my house. She said only if my phone out is it considered an emergency. I said does Cablevision really want me to call 911?? A [redacted] said that? I said please make sure this is recorded because I will be filing a complaint. She promised a [redacted] would call me within the hour, and as of 2:44pm on Monday, June [redacted], I still have no call.Desired Settlement: I need them to come out here and fix this dangerous situation ASAP.

Business

Response:

Field Service responded to the customer’s home and determined that the cable line connected to the customer’s TV did not have voltage. Field Service determined that the customer’s TV and cable box were connected to a defective electrical outlet. The customer’s TV and cable box were moved to another outlet; restoring all services. The customer understands that this issue is not Cablevision related and is aware that she would need an electrician to address the defective electrical outlet.

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:

[[Reps did come to my home, and they worked very hard troubleshooting, but when they spoke to the electrician and explained what they found, he said he would have to come back and check their assessment, because he was on the phone and couldn't see it. The main thing was I wanted to speak to a [redacted] over the weekend and was told if I felt unsafe to call 911, and that just wasn't acceptable to me. So I am waiting for the electrician to come back, but because of the excellent troubleshooting of [redacted] and [redacted] they made it safe & no voltage on the cable splitter. I can't say what is causing the problem, I am not the expert. I just didn't want to respond to this that I acknowledge it isn't Cablevision. What I do feel is resolved is the work that [redacted] & [redacted] did to make the cable splitter not have voltage on it, so if I do need Cablevision to come out, I can wait for an appointment because at this point there is no safety issue. Thank you very much to [redacted], [redacted], and [redacted] in Corporate.

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

Sincerely,

Review: im moving and staying with family

I don't need cable and tried to cancel and all she kept doing was trying to get me to move my services

when I don't need it.

im moving due to the house was sold and I can t find affordable housing

I want this cancelled was on the phone 45 min and have e to call Again the day before my move which is inconvenient. I think if I

need services again I wont go to cable I will go to [redacted]Desired Settlement: want my bill adjusted to cancel as of 10/** -10/[redacted]/13 with an addit credit of some sort

Business

Response:

Several attempts were made to reach [redacted] between 10/**/13-10/**/13. Messages were left with Sales Supports contact information and a No Contact Letter was mailed 10/**/13. A review of the customer's account shows that the services have been disconnected with an effective date of 10/**/13. The account has a final balance of $163.06 due, along with unreturned equipment charges.

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 never received that letter , received calls while I was at work, I work 9-6 and get a 30 min lunch. I returned the equipment and have proof

in freeport on oct.[redacted]. thats a insane amount of money and it took me 3 tries to cancel. I am getting a new apt which I need cable for I am going

to go with [redacted] for I have them for my cell phone and they are so much more professional. I refuse to pay more then 120 and the equipment is returned

if you need proof I will BE MORE THEN HAPPY TO FAX IT TO YOU

I FEELO CABLEVISION HAS THE WORST CUSTOMER SERVICE AND I WILL NEVER USE THEM AGAIN!!!!!!

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

Sincerely,

Business

Response:

Please see the updated closing information below for [redacted] (case# [redacted])

Review: On 2/**/14 made payment of $130.00 online to Cablevision company, received confirmation, printed out payment confirmation statement which stated that my checking accounted would be debited on 2/**/14 for amount stated above. On 2/**/14 checked bank statement and amount had not been withdrawn from account, called customer service to find out why amount had not been credited to account, spoke to a [redacted] with a [redacted] stated that he would forward information to billing department and would investigate issue. On 2/**/14 checked bank statement again, monies still had not been withdrawn, called optimum customer service once again and explained situation [redacted] Id [redacted], on 2/**/14 called to see if issue had been resolved and spoke to a [redacted] operation ID [redacted] at which time he requested that I give my bank routing and account number, provided him with the information, stated that he would contact billing department and give information to them, he later transferred me to a [redacted] at billing department [redacted] ID [redacted], stated that they would investigate.; service would not be disconnected and would have someone call me so that I could provide them with the necessary information. On 2/**/14 checked to see if monies had been withdrawn from checking account once again and it had not been, so called Optimum once again and this time spoke to a [redacted] ID [redacted], stated that she did see all of information had been documented and was still under investigation, service would not be interrupted until they resolved issue. On 2/**/14 service was interrupted so called to see why it had been interrupted as had been informed that they were still investing the matter this time spoke to a [redacted] ID [redacted] and immediately service was restore, however after several hours became aware that have now have no dial tone or phone service, issue at hand, have a FATHER WITH A [redacted], NEED TO HAVE MY PHONE SERVICE. BORROWED A CELL PHONE FROM A FRIEND AND CALLED TO SEE WHY I HAVE NO DIAL TONE AND SPOKE TO A [redacted] ID [redacted] WHO THEN TRANSFERRED ME TO CUSTOMER REPAIR SERVICE, COINCIDENTALLY TECHNICIANS NAME WAS [redacted] ID [redacted], DID NOT RESOLVE ISSUE, SO BECAME VERY AGITATED AFTER HAVING HIM ASK ME A NUMBER OF STUPID THINGS SO CURSED HIM OUT AND TOLD HIM TO HAVE A TECH COME AND FIX THE PROBLEMDesired Settlement: INVESTIGATION IN THE MATTER AS I THINK THAT THERE IS A POSSIBILITY THAT FRIENDS OF FRIENDS MAY BE CAUSING MY SERVICE TO BE INTERRUPTED, NONE RECEIPT OF PAYMENTS AND HACKING OF PERSONAL INFORMATION

Business

Response:

CECR has attempted to contact customer several times and a No Contact Letter was mailed of 3/**/14. It appears that the customer was using an invalid routing number when she attempted to make payment on 2/**/14.

Review: While away, in December of 2011, I called Cablevision for pricing on internet. The representative I spoke to, tried to aggressively sign me up for a bundle package. After insisting I only wanted pricing, he finally quoted me a price, and I informed him I would call back to set something up in the new year. The next day, I received an email, that Cablevision had set up an internet account in my name, without authorization, and shipped me equipment I did not want or order. I called them right away, and the rep I spoke to advised me that if no one was home to sign for the package, [redacted] would not deliver and the package would be returned to Cablevision. The next day, another email arrived, indicating the package had indeed been left on my front porch, without a signature. I called Cablevision, and they refused to rectify this situation in any way, claiming they could not send an instillation or repair person to collect the equipment, even though I never ordered it, and it was left without authorization. I had to call several friends, to find someone to pick the package up, and hold it, until I returned home.

After the holiday, I returned home, collected the package, disconnected my cable, and returned all items to Cablevision, and cancelled my account. However, Cablevision insists on contacting me, sending sales people to my home, harassing me about resigning, and despite contacting them to desist, they still send me promotions and come to my house. The last salesman who arrived (yesterday 9-**-14), told me even if I request to have no one solicit me, they cannot guarantee the visits will stop.Desired Settlement: LEAVE ME ALONE! REMOVE ME FROM ANY AND ALL FORMS OF CONTACT, AND STOP HARASSING ME.

Business

Response:

On 10/*/14, an Optimum Sales representative spoke with [redacted] to inform her that her information and phone number have been added to Optimum's Do No Call List and the no future Door-to-Door visits. She was further advised her address has been noted for no future contact via calls, emails or visits to obtain her as an Optimum customer and that this process could take up to 30 days to go into effect.

Review: SIGNED UP FOR [redacted] WITH SALES PERSON [redacted] TOWARDS END OF OCTOBER.

REPRESENTATIVE CLEARLY TOLD ME OVER THE PHONE I WILL BE PAYING $246 TO COVER FOR TWO MONTH, NO HIDDEN FEES, AND THE NEXT TIME I WILL SEE A BILL I HAVE TO PAY IS TWO MONTHS FOR HALF THE AMOUNT OF $246

I EXPLAINED IF I SIGNED UP FOR SERVICE, I WILL NOT BE MOVING INTO MY APT TILL THE [redacted] OF NOVEMBER AND THATS THE ONLY WAY I WOULD SIGN UP IF MY SERVICE WOULD START ON THE[redacted]. HE EXPLAINED ITS OK, EVEN THOUGH INSTALATION IS ON THE [redacted] OF NOV, I WILL START PAYING ON THE[redacted].

REPRESENTATIVE PUSHED ME TO PAY TWO MONTHS UP FRONT, TO GUARANTEE "HIS SALE"

AFTER CALLING BACK TODAY, NO REP OR SUPERVISOR WAS ABLE TO TELL ME HOW THIS REP [redacted] CAME UP WITH THE AMOUND OF $246 UP FRONT TO COVER FOR "2 MONTHS"Desired Settlement: REFUND FOR 23.77 FOR THE PARTIAL MONTH. AND A MONTHLY BILL AS PROMISED OF 246/2 = 123 WITH TAX.

Business

Response:

Cablevision's Sales department spoke with [redacted] on 12/*/14 to apologize for the experience, and a credit was offered which [redacted] accepted.

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: From February 2014, I have been experiencing lack of internet service. Based on the terms and conditions, the CableVision is obligated to give me at least 15mbps for download and 5mbps for upload. However, from February 2014 I have been getting about 12mbps and less for download and 4mbps and less for upload. I contacted the Cablevision a few times via chat service, but they said they can't give me more than that. I then told them to transfer me to a [redacted], but they refused to do so and ended the chat session without resolving the issue. Their rude customer representatives insulted and cursed me for no reasons. Then end of May 2014, when I contacted them again, they admitted that was their fault because the modem had signal problems, that's why I didn't get the services . Then they shipped a new modem. I then asked them to credit my account for the months that I paid for without getting the proper services, but they refused to do.Desired Settlement: Cablevision took my money without giving me the services that I was entitled to get under the terms and conditions. They violated the terms and conditions. Their rude customer representatives lied to me by saying that I was getting the full services even though I didn't get the full services that I paid for. Therefore, Cable Vision has to credit my account an amount of $100 for the 5 months for lack of services in order to demonstrate their ethical behavior. That's 50% of the money that I paid to the Cablevision.

Business

Response:

On 7/*/14, Optimum spoke to [redacted] to address his complaint of ongoing slow Internet speeds from

February 2014 - May 2014. In speaking with the customer on 7/*/14, he stated that his speeds were within specification when hooked directly into the modem and that he had slow speeds when using a wireless connection. An

offer to troubleshoot his wireless home network was declined. Our records indicate that the customer contacted us via live chat on 3/**/14 regarding slow speeds, and on 5/**/14 requesting a promotion and asked to speak with a

[redacted]. The slow speeds experienced on 3/**/14 were attributed to a service outage, which were resolved the same day. On 5/**/14, a [redacted] call back was offered; however, the customer ended the chat before accepting the offer of a call back. Several attempts to reach the customer were made on 7/*/14 and 7/**/14 in response to live chats initiated by the customer on 7/*/14 and 7/*/14 were unsuccessful. On 7/*/14, a $3.00 service credit was issued for the 3/**/14 service outage. [redacted]s live chat emails were abusive in nature. As a result, Optimum’s [redacted] left a message

for him, but has not heard back. We remain available to speak with [redacted] to address his concerns and he has been provided with our direct contact information.

Consumer

Response:

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

I have to a mention a few things about the Cable Vision. First, the Cablevision is lying regarding this issue. It's ridiculous for a company to make such false statements here. It not only affects the credibility of their position, also they lose customers like me as they present baseless statements against their customers. The speed issue started in February 2014. I contacted them via chat to inform that I was not getting the speed that I paid for, which is at least 15 mbps for download and 5 mbps for upload. In response, they said they can't give me more than that and insulted me with abuse and unprofessional language. Then I told their representatives to transfer me to a [redacted], but they refused. I was not given the chance to talk to a [redacted] regarding my speed issue. Their rude representatives ended my chats many times without resolving the issue.

Second, when I got a chance to talk to a [redacted] in the Second week of July 2014 after a long struggle, the [redacted] ran a speed test and admitted that it was their fault. The modem had technical issues and needed to replace with a new one. Then they sent me a new Modem along with a Wireless Router. After I received the modem and the wireless router, the services started to working fine. I finally, then asked them to credit my account for failing to provide me the services that I paid for in the past months. However, they refused to do that.

Finally, I would like to remind you that I mentioned in the complaint that the speed issue was resolved when they sent me a new modem, however the credit was not applied for the months that I paid for without getting the services properly. They stole my money without giving me the services I was entitled to get which is at least 15 mbps for Download and 5 mbps for Upload. It's a clear cheating policy by the Cablevision toward their customers.

In conclusion, the Cablevision failed to provide me the services that I was entitled to get. It's a clear violation of the Terms and Conditions set by the Cablevision customer regulations. Therefore, the Cablevision is obligated to credit my account for the months that they didn't provide me the services properly and adequately. Otherwise, I have to consider leaving their company and run for [redacted] end of this month.

Sincerely,

Business

Response:

Our records indicate that [redacted] contacted us on 6/**/14 requesting credit for undocumented poor Internet speeds over the past several months. We recommended a service visit, but [redacted] declined to schedule an appointment. He accepted an offer to have a new modem and wireless router shipped to his home in an attempt to resolve the reported service issue. He was advised that his last contact regarding Internet connectivity issues was on 3/**/14, which was outage related and repaired that same day (a $3.00 credit was issued for this outage). The customer was informed no additional credit is warranted at this time. On 7/**/14, Optimum spoke to [redacted] to acknowledge receipt of his Revdex.com rebuttal. As mentioned in our previous Revdex.com response dated 7/**/14, on 5/**/14, a [redacted] call back was offered when requested; however, the customer ended the chat before accepting the offer of a call back. [redacted] has contacted us several times since 6/**/14 claiming slow Internet speeds; however, he declines to troubleshoot.

Review: We Recently moved and had cable internet with optimum through the apt complex. Before moving we called and agreed to setup cabled internet in the new house and cancel at old location. The rep on the phone asked us to leave the equipment at the old apt. we thought that was ok because the cable & internet was included in the price of apt rent and we did not pay separately. After we moved we got A bill with $176 for Equipment charges. We called and talked to multiple people but were told we need to return equipment. We called the apt &they did not know where the equipment was. We are assuming that they record calls sowejust want them to listen to it & verify that we did exactly what they told us to do.Desired Settlement: we just want them to listen to our conversation with them & refund us the equipment charges as we did exactly what they told us to do.

Business

Response:

Cablevision spoke with the customer on 7/**/2014 to acknowledge the customer’s inquiry regarding information provided about the return of Cablevision equipment. Additional customer contact between 7/**/14 and 7/**/14 was unsuccessful. A no contact letter was mailed on 7/**/14 advising the customer her account was credited <$**3.00> for equipment charges and the remaining balance due of $138.32 represents services rendered from 6/*/2014-7/*/2014.

Review: When I hired this provider in 2007, I was told that for 3 boxes I was going to be charge as follows:DVR, one box for free and I've to pay for a regular box. I had 3 tv's, I had a job so it was easy for me. I lost my job. june **/13 I called cable vision, and I kept same package, without remove one box $112 including taxes. But if I remove one box my bill was going to be @105 plus taxes. Recently I called again in order to discontinuing the services, but Cable Vision, offered me to do other changes, so I was told that my bill was going to be $88.95 next bill in June 2014. I have partially copied and paste a conversation I had during a chat with someone from Optimum, as follows:88.95 next bill in June 2014;[redacted]: I see your promotion is active until 7/*/2014. /// [redacted]: You can contact after 7/*/2014. If you have a different offer from another provider, we will transfer you to the customer care department to see if they can assist you. Please call them directly at ###-###-####. The [redacted] hours of operation are: 9 a.m. - 8:45 p.m. (Mon.-Fri.) and 9 a.m. 6:45 p.m. (Sat. & Sun.). today 6/*/14. Something I cannot understand is that always I was told that I have to pay for a normal 2 boxes $6.71, but one was for free. and the DVR $11.95, only we've one DVR. Today I was told that I've to pay $11.95 for the DVR box, and $6.75 for service, total $18.70. I returned one box almost a month before. So only we've the DVR,and 1 box. My bill came up $174.86, for June and July.Desired Settlement: Since I've the basic, 1 regular box, 1 DVR, to update my account without charging extra for renting the DVR. Its clear that Optimum add the charges of the regular box I returned. I am displaced from work living in poverty with a monthly income of $658. Please help me. Optimum is committing a fraudulent actions overcharging.

Business

Response:

On 06/**/14, CECR spoke with [redacted] to advise that she is currently on the same promotion that she was given on 06/**/13, she is receiving two free cable boxes and her monthly rate is $81.90, prior to taxes. [redacted] is aware that her promotion will end on 07/**/14; however, she may contact our Sales group to have the account reviewed for any new promotional opportunities. [redacted] is satisfied.

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 need your help. I've hired this provider since 2007, at that time affordable triple play package. However little by little prices of packages have been increasing prices, which it makes very unaffordable especially for people as my case, displaced from work, surviving from $658 per month, no other source of income. Furthermore, in order to keep 3 services, asking to keep the promotional packages is a challenging, because is very hard to find an affordable package, more in my case that I am living in extreme poverty, since I've not able to find a job, perhaps because I am very young anymore. This past June 2014, I have online chat with an employee from Optimum, her name [redacted]. I advised her that I may hire another provider that offers for the entire year a promotional package for $76. As always happens, provider don't want to let go clientele and offer to us Heaven and Earth, even the Stars. This is the online chat conversation I hold with [redacted] this past June 2014. "88.95 next bill in June 2014; [redacted] Q: I see your promotion is active until 7/*/2014. [redacted] Q: You can contact after 7/*/2014. When I mentioned the offer from the other provider, this was her response because this way I may stay with Optimum, I said OK. " If you have a different offer from another provider, we will transfer you to the customer care department to see if thay can assist you. Please call them directly at ###-###-####. The [redacted] hours of operation are: 9 a.m. - 8:45 p.m. (Mon.-Fri.) and 9 a.m. – 6:45 p.m. (Sat. & Sun.). today 6/*/14" Today I called the automatic system to find out my bill. I was amused "More than $200. I am very upset because [redacted] did not complied to keep the basic package affordable as they promised. I discussed with the representative and he said that my package, just the basic is more than $100, no the $88.95 as [redacted] Advised me, as well someone from Customer Relations. What kind of disrespectful actions are these? They do not have a word? I do!!! when I said something I keep my promised it doesn't matter what. I called them today, and I was amused when the specialist instead to give me other promotional package, he advised me that my package is over $100 monthly. I replied this is not the agreement offered to me twice. I promised to report Optimum to Revdex.com. Another issue is that when I hired Cable Vision, my bill came always from NJ, suddenly my bill turns Optimum and from NY. I live in NJ my entire life, why my bill instead to continuing billed from NJ, one day to the next one comes from NY?

To keep its promised to keep my bill "Basic Package $88.95 included taxes, as they explained to me. Moreover, I have one regular box, and I have been charged almost $7 dollars, and one DVR and I am charged twice, for the services and the box. It is clear that Optimum or whatever is the name, has been charging me for the extra box that I returned two months ago, otherwise how to explain the high cost for Basic Services? Please I need whatever is the name of the provider to adjust the bill accordingly as they promised, give me the promotional package, and my bill I want it to be billed from the State where I live not from NY. I do not live in NY, that's why they overcharge. Thank you

Business

Response:

On 07/**/14, the [redacted] chatted with a Customer Service Representative

to state that she was offered a promotion from another provider. The Representative

advised [redacted] that her current promotion would be ending on 07/**/14 and

that after that she may contact customer care to see if they are able to assist

with any further promotion. [redacted] was not promised any promotion and was

not provided any misinformation. On 07/**/14, [redacted]’s account moved from

one Triple Play promotion to a new twelve month promotion that is effective until

07/**/15 and well below our regular rates. Currently, [redacted] is being

charged a monthly rate of $110.75 (before taxes) for the iO Economy Package,

two cable boxes, DVR service, Optimum Online and Optimum Voice at a discounted

price. [redacted]’s account is not eligible for any additional promotions.

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 use to speak with a supervisor or manager, unfortunately the last people I've discussing my bill or promotions, are just customer services. Last year I was advised by a nice lady from Customer Relations, to call again in order to keep my promotional package, after I explained her that is hard for me to have this services. Unfotunately du to my lost of my job. She understood that. In one opportunity last year a nice lady, advised to call to request the continuation of my promotional package, even she advised me that she was displaced from work and live a bad situation as I am living at the current time. Same person helped to chose an affordable package, to basic. She advised me that the package only have around 90 channels, but counting tthe channels are less than that. She advised me I was going to pay only $87, included taxes.

Las week I spoke with a gentleman to request again my promotional package, he was kind of rude. He said that I have the basic and that I have 160 channels, I decided to count the channels and there are only 69. However to make sure I invited a friend of mine to ask to count channels while I was scanning, same amount of channels she counted 69, no 160, even we were ccounting to every channels. We checked one by one, even to over 360 channels, only black screeen channels, no active. My question is why we the people must be suffering this kind of bad actions? Why Cable Vision, or Optimum, whatever is its name, does not keep it promise, if my monthly income is only $658. I am single parent, is very hard for me to pay but I am doing for my family. Moreover, the package we have triple play, give us a DVR, at the beginning 2 regular boxes, according to the sales department one free box. We returned one box couple months ago, still having the DVR and one regular box for my bedroom. My question, if we are allow it to have a free box, where it is the free box, because always I've been paying for every box. If our basic package comes with 160, and we have only 69, so the provider is defaulting our services, because there are 91 ghost channels that we do not have. This is a conversation I had with [redacted] online chat: 2 BOXES FOR FREE. $6.95 one box cable

vision, the below online chat I had with [redacted], a customer sales reprentive, at that time I have premium with more than 200 channels.

2 BOXES FOR FREE. $6.95 one box cable

vision,

$109.25 AFTER TAXES $110.00

pay for 1 box and [redacted]

[redacted].

But recently in 204 I spoke with another lady, her name is the attachment. She was polite, reduce my package to 90 channels, in order to go to the affordable package. Of course even 90 channels are not in the package only 69. Either 160 as the last person I spoke with, last week. The can say whatever the want to protect itselves, the fact is other. Thank you

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

Sincerely,

Review: I called Optimum on February [redacted] to downgrade my service. I went from having Triple Play (TV, internet, and phone at $105/mo) to having basic cable and internet for $60/mo. The company initially honored our agreement, but they later added phone service back onto my account WITHOUT my permission. They never made any attempt to contact me by mail, email, or phone. They simply added the service and began charging me for it again. I called them this morning and spent 43 minutes on the phone with 3 different supervisors in order to get my account credited. It was only after I told the representative that I was going to file a complaint with the Revdex.com that she finally credited my account the $153 from the unauthorized charges. The representative said I only get this "courtesy" once every 12 months. How is it a courtesy to get money back for a service that I never authorized? I want it on record that they use deceptive and underhanded business practices.Desired Settlement: Optimum should not be allowed to add unauthorized services to their customers accounts. It's unethical.

Business

Response:

On 06/**/14, CECR spoke with [redacted], apologized for the poor service she experienced and advised that the interaction would be reviewed and addressed internally. [redacted] is aware that credit in the amount of $153.78 was applied to her account for the incorrect billing of Optimum Voice service from 02/**/14 to 06/**/14.

Upon initial set up of my account (Oct **), I was told I had to pay a month in advance plus my set up. I put this on my credit card. When the worker came to set up my cable, he claimed there was a $6 balance that I had to pay him before he could set up my cable. I had him call the office to see what the $6 was from since I had already paid the amount in full. The office said it was a mistake and then said I was currently fully paid up on my account. My first bill came in the mail on 11/** and stated I was overdue for $26 on my account. Due to this, they had shut off my on demand services. I called to have it fixed and was told it was shut off due to the $26. When I asked what the $26 was for, the rep said it was $11 in services for 10/**-10/** and $14 taxes. She said that for the area I live in, all billing cycles start on the [redacted]. Then the amount I had previously paid was for 10/**-11/**. If I was told by the initial rep I was all set and the office upon set up- how is there all of a sudden. Mysterious additional $26 fee? Additionally a bill was never sent to me for this $26. So my services were discontinued when I told my account was paid for the full month, I was never told about additional fees, and I never received a bill for additional fees. If this is protocol (all bills in my area due on the [redacted]) then why was I not informed either during the initial service request call or by the office when the worker was setting up my cable and called about the bogus $6 charge?

Review: We purchased wifi for internet use over a year ago in 2012. The contract price was 29.95 and no one ever said it would go up after a certain time period and after a year, the monthly payment went up to $59.95 and not one communication was emailed or written and we were paying it for a few months before we realized the price. I called them up and they would not do anything to refund half of that money or keep us at a $29.95 rate monthly although every bill was paid timely. And they were extremely rude and did nothing to help me in this matter. Everytime I requested a manager, I was cut off waiting on hold or I was told all managers were in a meeting. I am so disappointed in this company and would advise friends and family to leave them or never join them. I thought making customers happy and to keep their business meant being nice and complying.Desired Settlement: The months I paid $59.95, I would like a refund of half of that money and I would LOVE to have the service at 29.95 monthly and honor an initial price.

Business

Response:

[redacted] was contacted on 12/**/13 and he explained that he was upset that

his monthly rate increased for OOL services from $29.95 to $59.95 on 9/*/13. [redacted] was advised that we can still offer another 1 year OOL promotion at a

$39.95 rate. [redacted] agreed to re-activate the service and was made aware

that the promotion can't be back billed to 9/*/13. [redacted] was provided

with Sales Supports contact information if he should have any further concerns

regarding this matter.

Review: I am paying for 50 mbs internet speed but consistently fail to register speeds above 10mbs. I call the tech support weekly at this point but they have passed the complaint onto the field service office in[redacted], which fails to call me. They continue to send technicians to the house and they continue to point out that the issue needs to be outside of the house because everything checks out inside of the house in terms of wiring.

If you charge e extra to get a 50mbs speed you have an obligation to fix the issue until I am able to reliably achieve that speed and an even larger obligation to follow through on your promises to contact me and reach a successful resolution to the problem. We are now well over four months into this process and you still have not fixed it.Desired Settlement: I think I should be given a large credit, I have to fight to get a credit for the internet when I call you, since the customer service component is failing in addition to the failure to deliver the desired speed. I believe this justifies an adjustment to the cable and telephone charges as well to compensate for the countless calls I have placed to your technical support line in an attempt to ensure we receive the speeds we were promised.

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: july * I contacted cablevision to disconnect services upon my attempt to disconnect a representative offered me are cheaper rate plan in hopes of keeping my service I explained that Verizon offered me a plan that was $70 cheaper than what I was currently paying the representative assured me he could lower my cost I repeatedly Questioned if my channels will remain the same. He focus on what extra features I was getting never informed me of what I was loosing. He lied and mislead me to keep my service with his company. A few days later I noticed HBO was not included I have had service with cablevision for several years and that has always been a channel I required. I Called on July * to have this matter rectified I was told the only solution was to change my plan which will cost me more I requested the conversation Be review and was told I would receive a call back within a week I called back again July ** and spoke with another supervisor who stated I will receive a call back the following Monday on July ** I made another call Cablevision and spoke with [redacted] and seal I was only offered to change rate plan which would increase the price this hasn't been a month long process spoken with numerous representative in addition to [redacted] and yet mind matter has not been rectified this is not fair and no customer should be treated in this manner Cablevision need to stand by what they are representative offeredDesired Settlement: I would like Cablevision to honor what their representative offered which was to keep my services and channel As They Were at the cost that was offered to me of one hundred and forty dollars a month

Business

Response:

[redacted] was contacted on 7/**/14 and an apology was provided for the insufficient information provided on 7/*/13, when Retention offered her a new promotion. [redacted] was advised that Customer Service has already added HBO/HBOVOD, which is an additional $19.90 to her account. [redacted] was advised that she has already received a credit of $20.00 that was applied and will show on her following billing statement. [redacted] was advised that the Triple Play promotion she received is a 12-month promotion. [redacted] was offered 3 credits

of $73.00 that will appear on the following 3 billing statements. [redacted] was advised that this represents 11 months of the $19.90 difference in price for adding HBO/HBOVOD on her account. [redacted] accepted and was provided with Sales Supports contact information if needed. [redacted] is 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 spoke to Cablevision about the cancellation of my service in August of 2013 and they did not honor that and continued to charge me through January 2014. When I spoke to their customer service they told me I would be credited all of the fees charged and once I did not receive a refund I spoke to the customer service again to wish they told me they did not want my business nor would they refund me the money due to me.Desired Settlement: To remove the invoice amount and remove me from collections

Business

Response:

Cablevision’s Customer Relations department attempted to contact [redacted]. A message was left with our direct contact information and a letter will be sent, advising him that we have credited his account $396.11. [redacted] requested to disconnect his television and telephone services, downgrading to only internet service effective August **, 2013. The television and telephone services were not disconnected until January **, 2014 in error. The customer should have been charged $59.95 for only the internet service from August **, 2013 until January **, 2014. The credit we have issued covers the erroneous television and telephone charges that the customer was billed for. At this time, it appears the customer has not returned his internet modem, which is Cablevision owned equipment. Once the modem is returned, the customer will also be credited an additional $100 for the unreturned equipment fee.

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 RECENLTY OPEN A TAX OFFICE LOCATED AT [redacted], I ORDERED CABLEVISION SERVICE ON 12/**/2013 AND AFTER THE TECHNICIAN FINISH INSTALLING HE PROVIDED ME A BOOKLET CBALVISION HANDS TO EVEYR NEW CUSTOMER WITH THE PHONE NUMBER AND WI-FI INFORMATION, THAT SAME DAY BASED ON THAT INFORMATION THE TECHNICIAN GAVE ME I SEND TO PRINT ALL MY MAILING LETTERS, LABELS AND ENVELOPES FOR MY CLIENTS WITH MY NEW PHONE NUMBER I ALSO ORDERED THE BUSINESS AWNING AND ALL THE MARKETING MATERIAL, I NEVER GOT A CALL FROM ANY OF MY CLIENTS AND NOT LIKELY AT THAT TIME OF YEAR SINCE THEY BEEN WITH ME FOR OVER 5 YEARS, I HAD ALL CALLS BE FORWARDED TO MY CELLPHONE AS WELL AND STILL NOTHING SO I DECIDED TO CALL MYSELF FROM MY OFFICE PHONE AND NOTICED THAT THE CALL CAME FROM A ###-###-#### BUT THE NUMBER I WAS GIVEN WAS ###-###-#### AND ALL MY CLIENTS NEVER GOT THROUGH TO ME BECAUSE OF THIS MISTAKE AND WHEN I NOTICED I STARTED CALLING THEM AND MANY OF THEM HAD WENT TO OTHER PLACES FOR THEIR SERVICES SINCE THEY WERE NOT ABEL TO GET THROUGH ME AND SOME EVEN CAME TO MY OFFICE LOCATION AND WHEN THEY CAME OFF OFFICE HOURS THEY WILL SEE THAT THE SIGN OUTSIDE SAYS ###-###-#### AND THEY TRIED AND NO ANSWER FROM ME SINCE THEY WERE CALLING THE WRONG NUMBER ALL ALONG. I WAITED A FEW WEEKS TO SEE IF THEY CAN PORT THAT NUMBER FOR ME SINCE I ALREADY HAD IT IN ALL MY MATERIAL AND AFTER A FEW WEEKS SPEAKING TO CORPORATE AND MANAGERS THEY SAID IT WASN'T POSSIBLE, SO I ORDERED THE CLEINTS LETTER AND ALL MARKETING MATERIAL AGAIN AND I NEED TO BE REIMBURSED FOR ALL MY LOSS, AND NO ONE HAS BEEN NICE ENOUGH TO GET BACK TO ME AND RSOLVE THE ISSUE AND BE RESPONSIBLE.Desired Settlement: REIMBURSEMENT

Business

Response:

Vision- Pro settled with the customer for $2,250. Two checks were delivered to the customer 2/**/14, one for $500.00 and the other for $ 1,750 for total of $2,250 for AOM Heath made an agreement with this customer. 2/**/14 AOM Heath contacted the customer and she confirmed that she is satisfied and has no further issues.

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,