Cablevision Systems Corporation

Review: Our home was totally destroyed after hurricane Sandy. The house had to be replaced and we have been displaced and living at a rented home. The house was knocked down and is being rebuilt. The Cable T.V Phone line and internet access have not been used because the cable wire was removed as house was again knocked down. Optimum Cablevision credited our account $200.00 after the storm and we used this as we were told it would be $4.95 a month to access our on-line accounts from other locations. We never used up this amount and we started getting bills in February 2014 for $80.00 and then in June we got a bill for $184.89. WE DON'T HAVE A CABLE OR A HOUSE TO CONNECT IT TO. We called and sent letters to the main office and were told to just let them know what is going on. We were then told the program ended and we must pay $184.89 and then $59.00 a month even though we are not even connected to the system our account number is [redacted]. With all the problem we are facing we don't need this at all.Desired Settlement: I have all the bills , the letter we sent , the phone calls we made. If you credit our account after the hurricane then bill us for $184.89 19 months later you were never helping us. ELIMINATE THIS BILL WITH THE THREAT OF IT GOING INTO COLLECTIONS. WE DO NOT HAVE CABLE HOOKED TO THE HOUSE AND ARE CONSIDERING NEVER CONNECTING. WE WANT A ZERO BALLANCE AND AN APOLOGY WE DON'T NEED THIS BAIT AND SWITCH CONSUMER FRAUD WE HAVE ENOUGH PROBLEMS.

Business

Response:

The Customer account will be credited accordingly and be put on a special Disaster Accommodation rate for 3 months. The customer is aware that he as to request the special Disaster Accommodation rate every three months or will bill for the full cost at the end of the three months. Customer's home is in the process of being rebuild and does not have a time frame on when it will be completed.

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: Constant issues with Cablevision, problems with cable boxes, tv keeps cutting out, sound stops, etc.Desired Settlement: I want to be compensated for the service I pay for and do not receive. We pay over $200 a month for lousy service and there is always some excuse that it is our lines, the cable box which we have switched out numerous times before. Everyone I know that has cablevision has the same issues as us, it needs to change.

Business

Response:

On 7/**/14, an Optimum [redacted] spoke with the customer who advised us that once he switched his cable box, the pixilation and audio issues were resolved. As a courtesy, Optimum offered a promotion, which was accepted by the customer, expiring on 8/*/15.

Review: CABLEVISION HAS COMPLETELY SCREWED UP MY BILLING AND IS DOUBLE-CHARGING ME FOR SERVICES. IN MARCH I SIMPLY ESTABLISHED SERVICE TO MY SUMMER HOME IN SEASIDE HEIGHTS, NJ & I WAS SET TO HAVE MY BILL AUTO-CHARGED LIKE I HAVE BEEN SET TO HAVE FOR YEARS!!! THEY HAVE CAUSED PROBLEMS TO BOTH MY NEW YORK HOME & MY NEW JERSEY HOMES! THEY HAVE COMPLETELY SCREWED UP MY SERVICE & MY BILL EVEN GOING SO FAR AS TO TURN OFF MY SERVICE WHEN MY BILLS ARE SET TO BE AUTOMATICALLY PAID.Desired Settlement: I WANT CABLEVISION TO REFUND ME THE MONEY THAT I HAVE BEEN FORCED TO PAY TWICE & I ALSO WANT THEM TO KEEP MY BILLS SEPARATE! MY NEW YORK ADDRESS HAS NOTHING TO DO WITH MY NEW JERSEY ADDRESS. I ALSO WANT MY SERVICES TO WORK PROPERLY WHICH THEY ARE NOT!

Business

Response:

[redacted] was contacted between 06/**/14 and 07/**/14 and an apology was extended on behalf of Optimum for the issues he encountered. [redacted] was advised that he was not double billed; however, the ending balance on a previous account was transferred to a new account, which resulted in a higher than normal bill. [redacted] wanted to have his automatic bill pay be set up by Optimum. On 06/**/14, Billing and Collections Payment Resolution advised that the automatic payment could be switched from one account to another as the information is already archived. Attempts to contact [redacted] between 06/**/14 and 07/**/14 have been unsuccessful. On 07/**/14, a No Contact letter was composed to be sent via U. S. Postal mail pending a final attempt to reach [redacted].

Review: My Internet Service Provider, Cablevision (Optimum Online) is advertising their package (that my mother is paying for) as 50 download speed and up to 25 upload speed with a rough base of 10-15 upload.

For a couple of years now, I've had to call them every month or so, sometimes several times in a month, to send technicians out or to simply help me with an issue with the service that they "provide".

They always patch things up but they never TRULY fix any issues, as you can tell from my frustration. At this point, I am currently being throttled by my ISP to the point where they see me using my upload capability and they are squeezing it and essentially bringing it to a surging halt. I am not able to do anything at this point and they act as if I'm crazy when I tell them that I believe they're throttling me.

I will be streaming on [redacted] where I use my upload speed to upload my video game footage so other people can see it. All of my software is up to date, I've tried TWO routers, one of them being theirs, my wires are fine, my computer is brand new and I spent over $1,000 on it to make sure that I wouldn't have an issue, not to mention several hundred dollars on essential items to accompany my computer. I will run my stream for 25-30 minutes, sometimes it will be good for up to 50 minutes. When they notice that I'm using my bandwidth/upload speed, they throttle me and drop my upload speed from an average of 25 down to 1 or sometimes even less than 1. The only time I had NO issue streaming was when I was on the phone with a supervisor. I had my stream running for an hour and 30 minutes. Around the 1 hour and 20 minute mark, I was on the call with the supervisor. When I told her I felt like I was getting throttled, my stream quality shot up to it's normal potential and there was no lag, there was no choppiness, there was just quality and perfection. As soon as she hung up I dropped back down to 1 mbps upload. CLEAR issue, almost no disputing it at this point.Desired Settlement: I want them to fix the issue. My mother has been a loyal cablevision customer for decades now and she would rather not stop at this point. They are clearly throttling me, there's no way around it. I want Cablevision/Optimum Online to cease their throttling, as it's making a large impact on my life and a stressful one at that. Threaten them, make it so that they can never throttle ever again. If they have to upgrade their equipment, make them do it. It's unfair that my mother has been a loyal customer for so many years and I have to deal with things like this on almost a monthly basis.

Business

Response:

Testing results show that all equipment is operating within specification; preventative maintenance was done and a D-Link router was installed and outside connections were tightened. Additionally, a monitor has been placed on the customer’s services and node and the customer is aware that that the downstairs connections will be checked, as well. Field Service remains in contact with the customer and the customer was provided with [redacted]’ direct contact information should he experience any service issues.

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 am in contact with [redacted] and I have faith that the service will be fixed as they have acknowledged, as learned today, that there is an issue "on the back end". Upon completion, I will gladly withdraw my complaint. With due respect, I wish to be 100% certain that this issue is resolved before anything is done considering the following

-I have had issues in the past that were not resolved (However, they never reached this extent)

-The D-Link router installed, much like the router they provided prior to it, seems to snap off my connection for long enough to disturb anything I am doing no matter what is being done every few days with a recurrence every 60 minutes.

-I would like to run a few more tests before concluding that I will be able to stream. Considering the amount of upload speed I am meant to be provided, regardless of "prime time" or people that are also connected to the node using their service, my service should never be disrupted on the basis that I am only using probably 5 mb/ps out of the 25 I'm meant to get.

I suspect that Cablevision/Optimum Online will resolve this issue, however, as mentioned, I just want to be 100% sure that the issue is resolved before pulling the complaint.

Regardless, thank you very, very much for your cooperation throughout this entire process. I truly hope that we can figure this out and fix it. My mother has been with Cablevision for decades and that is no understatement. I want it to remain that way.

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

Sincerely,

I have had the worse experience with dealing with this company. As we speak I have spoken to their customer service department on numerous occasions in reference to my account which is currently in temporary disconnect status. I have called for the past few days to pay down the bill to get my bill reinstated. I explained that I had recently lost my job and was just getting back with my finances and that due to the fact that I had initially not expected to lose my job had issued a check that had been returned. Optimum put in a request after I made the request to pay $300 to help get my account in good standing. After numerous conversations the only thing that was determined was that Optimums system says that I owe one past due and their customer service says I owe another. After making their customer service department aware of this all they can say was they understand and were sorry but was nothing they can do. Not to minimize the overall displeasure with the company that was merely one example. At this point I want to make sure that my grievance is filed and it is noted that this company is not as they state there to help the customer.

Review: After ending my internet services with this company around 12/**/14 they sent me a bill for the month of January 1/*/15. I spoke to a customer service representative that said the final bill was for December services. However as I explained to the customer service representative that I prepay my months as they required when I opened the account. So I paid for the entire month of December on 12/*/14. The CS representative tried to say that the payment on 12/*/14 was for the month of November. This is not true. I have all my bank records that clearly show that I pay in advance. (I doubled checked this before filling this complaint) The CS representative ended the conversation by saying that the bill must have been auto generated because the account was still open until the end of the month. Of course today I see that they deducted the 49.95$ from my credit card through a auto payment setting. I am filling this complaint today because they double charged me for December and lied about it. I did notify the CS representative that I would report it if they charged me as well. I would like this 49.95$ refunded immediately to my credit card.Desired Settlement: I would like my 49.95 dollars refunded to my credit card immediately. Also I would like others to be aware of this and the Revdex.com to be aware of these possible accidental or possible dishonest business practices and to be aware that this same situation could affect more people than just myself. Maybe a investigation would reveal this happening to others on a larger scale.

Business

Response:

[redacted] was contacted on 1/*/2014 to acknowledge receipt of his Revdex.com Complaint. An apology was extended to [redacted] for receiving inconsistent information. [redacted] was advised his request for immediate refund to his credit card of a the total $51.56 remaining from his account for services not provided due to his requested disconnection has been processed. CECR contacted [redacted] on 1/*/2015 to assure the refund was applied to his credit card. [redacted] confirmed he has received the refund.

Review: I received an e-mail from Optimum/Cablevision on 2/**/2014 stating that I would have full access to view all recent statements and pay the bill I owe after discontinuing my service with Optimum/Cablevision. I logged onto the primary account holder and discovered my account was barred access to view statements and pay the bill. I then proceeded to log onto the secondary holder, and that too, had its access restricted. I then proceeded to contact Optimum chat support online today (at 10:40 AM EST, 3/*/2014), and was told that I did not have access to recent statements online, and the inability to pay the bill online after my service was discontinued. When I asked the agent [redacted] if the e-mail I received was a lie, he avoided this question and then proceeded to quickly end the conversation, without any closing remarks, and as I was still typing.

I am frustrated with this incompetence, even as an ex-customer. All I want to do is pay Optimum/Cablevision the correct bill, and to be able to view all recent statements as they stated in their e-mail to me on 2/**/2014.Desired Settlement: I would like my primary account, [redacted], to be restored the appropriate online access to statements and the ability to view and pay the bill online as stated by Optimum/Cablevision's e-mail to me on 2/**/2014. An apology would also be nice. I am doing my very best to reach out and pay Optimum/Cablevision, even as a former customer with completely no obligation to do so. I should not be disrespected or ignored due to a courtesy I am extending out to Optimum/Cablevision.

Business

Response:

On 3/*/14, the customer was contacted. An apology was given for the incoveinence and his Visa payment for the full balance of $28.30 was taken.

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: Re: account#[redacted] On Apr.**.2014 my service was temp. interrupted due to non payment, which is totally acceptable and understandable. On May.*.2014 9:37 am I had contacted customer service and requested my account to be permanently closed due to the reason that I am not able to afford the sixty dollars a month and I am trying to avoid additional penalties.( given the fact that my monthly service fee doubled from $30 to $60 and the company reengaged on what I was told upon signing up a year earlier, which was when the year promotion end I can call up and it will be renewed for thirty a month, however when the year was up and I called up I was informed there no promotion for $30/month but I can add tv service or phone service and pay over double) . I spoke to two customer service reps who informed me that because the account is temporarily interrupted they are NOT able to permanently close it. what I need to do is send a payment, once they receive the payment there will be an automatic reconnection fee applies to my account and once my account is active I then need to call them up and ask to close my account. and of course I will need tot pay for service used from the time it was automatically reconnected until the request to close the account is received. I asked to speak to a [redacted] I was informed there was no [redacted] available at the moment so I requested a [redacted] to call me back asap.as of today 5.**.2014 12:47pm no one from cablevision has called me to resolve this issueDesired Settlement: I will like my account to be permanently closed and have a final bill mailed to me PRIOR to sending a payment, I refuse to pay any automatic reconnection charges for I do not want to continue my service with this company. I am willing to keep the service with the company if indeed they will fulfill their initial promise of continued service for $29.95 a month. Thank You Kindley

Business

Response:

Several attempts were made to contact [redacted] between 5.**.14 and 5.**.14 with no success. A "No Contact" letter was drafted and sent to [redacted] via U.S. postal mail on 5.**.2014 // Based on his account history, [redacted] is eligible for a one year Optimum Online save promotion, at a rate of $49.95 per month before taxes. [redacted]'s request to have his account immediately disconnected was not able to be completed due to the pending involuntary disconnect status on his account for nonpayment. [redacted] would have to satisfy his past-due balance before a voluntary disconnect could be completed.

Consumer

Response:

I have spoken to two different representative from two different departments. [redacted] which informed me that indeed Optimum will permanently close my account as per my request which contradicts the business response and a [redacted] ext [redacted]) which informed me that the company is unable to confirm the representative who signed me up for the service due to the fact that they are u able to retrieve the phone call. She also offered me the ability to continue my service for $49.95 a month which I have declined for it is still nearly double what I been paying and was told have the opportunity to continue. it appears to me the business sale tactics are not straight forward, customers are told one thing in order to sign up and the business back peddles when it is time to fulfill the promise under excuses such as the inability to retrieve recorded conversations or " we have no such promotions at this time". I had notified the business of me declining the $49.95 offer and requested a final bill be mailed to me along with a prepaid postage label for me to return the router back. I have yet to get a response back.

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]

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

The modem was shipped put today 6.**.14 with the label provided by Optimum .will need to have physical hold of the final bill showing the credit for modem returned to give the proper response in regards to the final bill.Thank u kindly.

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

Sincerely,

Business

Response:

On 7/**/014 [redacted] account was credited $100.00 for a returned modem leaving the final amount due of $99.72. A Letter was mailed on 7/**/14.

Within the last month I had requested a cheaper package from Cablevision/Optimum. They were unable to do so so I had [redacted] installed yesterday (1/**/2016). Today I called to cancel Cablevision.

The final person I spoke to repeatedly asked me if I wanted to save more money and that he could offer me a better deal than [redacted]. I refused and asked him to continue the paperwork to cancel my cable. He continue to interrogate me with the same question to such a point where I literally screamed at the top of my lungs for him to do the paperwork. I finally asked to speak to a manager.

He then stated that the manager would call back within six or seven hours. I didn't accept this because I needed to leave the house. Then I asked him to just cancel the cable. Again he antagonized me stating that I wanted to speak to a manager. He supposedly continued with the paperwork while still antagonizing me with the question why I didn't want to save money. I refused to engage in that question and requested that he stop talking and continue with the paperwork. He stated that he could do both. I hung up the phone.

Review: On or about Tuesday, November **, I received a call from cablevision regarding a balance of about $29. I called back and inform them that the balance plus the monthly charge will be forth coming when my bill indicated which was November [redacted] and to please note my account as I did not want to receive any more calls. I received another two called on November ** stating the same message that there was a balance on my account. I called back informing them of the fact stated above. On November [redacted] I received another call once again about my balance. I was really angry and told them that the bill had been paid electronically and was cleared from my bank on said day. On Friday I believe the same call occurred and informed them that the bill was paid on November ** one day before the due date. The long and short of the conversation was we apologize, but it is a computer generated call. I said the bill has been paid - one day early. On Saturday, November **, I received another call indicating that my bill had not been paid. I called back and was told that ......had not been posted...." This is certainly not my problem. These generated computer calls, in my opinion is a form of harassment. I am a senior citizen in a senior community and cablevision is the only provided that is offered to me. A lawyer might be consulted for some advise.Desired Settlement: I honestly would like an adjustment to my monthly bill even though the seniors where I live do receive a discount which is appreciated especially when you are on a fixed income. What is not appreciated is the computer generated calls.I believe oversight should be instituted whereby an a/c can be noted that the customer has been apprized of their status & the customer has agreed to send the balance in by the due date. After the due date, it is understood another "collection" call would be made.

Business

Response:

On 11/**/15, at 6:45 PM, [redacted] was contacted and in response of her complaint to the Revdex.com. An apology was

offered and she was advised that collection calls would be stopped and the collection

calls were stopped as requested. The customer's payment for $124.00 was applied on 11/**/15.

Review: I have contacted [redacted] and cablevision over 10 times easily to ask when I would get my home services installed. The technician came out and told me I have no cable line running to my house, and they cannot install service without cable, that part I understood. They told me someone would be out to survey the area in 1-1 1/2 weeks, and they came 2 weeks later after I called 4 times, 3 times I had the customer service fill out a complaint to cablevision who was supposed to run the line. They finally contacted me the day the guy came out, and me and my father spoke to him (and he will vouge that he did) and the man said that someone would be here the next morning to install the line. No one came that morning so I called up and asked when someone will be coming 3 times that day. And each time they said they would be coming at a certain time range and they did not. Today is October [redacted], and this happened over a week ago. I called them again two days ago and asked what is going on they said they have no way to contact Cablevision except through email. I find that very unprofessional being a high end company thats provides home services and its also not a good way to run a business without a phone number in my opinion. But as I spoke to the guy he said he would send an email and let them know to contact me and I told him that I would be contacting the Revdex.com. This was 2 days ago and he said someone would contact me within 24 hours and no one has contacted me. We(my roomate and I) have already payed for service on 10/**/15 and have a receipt, but have not received any services yet we are extremely disappointed that this company has taken the funds from both of out bank accounts and have given us false information on multiple accounts, I have stay home from work losing days of pay because they said that they would be here to install and I needed to be here and no one has ever comeDesired Settlement: I would like to have Internet, phone, and cable running to my house that I payed for 16 days ago. And my roommate and I both took off a couple days of work when they said someone would be here, and I would like to have 2 months free service for letting us wait this long woth poor communication and information given to us.

Business

Response:

On 10/**/15, Cablevision contacted the filing complainant at the reach number provided in the complaint. While the complainant is account holder requesting service, he is not the property owner of the address of which he is requesting service. Cablevision has never serviced this address at any point in the past, therefore, the property has no existing cable line. To run a new cable line on a property of which we've never serviced, Cablevision must obtain permission from the property owner, who would not only have to agree to allow Cablevision to run a cable line, but also to contribute monetarily towards a portion of the construction costs to run said line. This contribution is in addition to general installation costs that are associated with general installation of services. The complainant advised that the property owner is his father, and provided the necessary contact information to reach him to discuss the request at hand. On 11/*/15, the property owner and Cablevision came to an agreement on a price that would be paid by the property owner that would allow Cablevision to run the new cable line, and proceed with general installation of service to be rendered to the complainant as account holder. The required payment towards construction cost was received on 11/*/15. On 11/*/15, the new cable line and service installation was complete. Subsequent follow up with the complainant was completed on 11/*/15, where the customer advised that the matter had been resolved to his satisfaction.

Review: I am a retired senior citizen on a fixed income and has been an Optimum customer since 2007. Sometime during 10/** - 12/** I was continuously preyed on to purchase Triple Play bundled service by pushy sales representatives. I finally agreed after informing the representative that I received a laptop as a gift. A technician came out and installed a modem, complained about wiring challenges, and left when without providing me with any instruction on connectivity. I have been paying 49.99 for the past 12 months for internet services and was never able to connect to the internet. My minimal technical skills, lack of product knowledge, and age all played a part in not realizing the services did not work since I only used my laptop for Outlook and games. Upon receiving a smart phone and not being able to receive Wifi my daughter convinced me to contact the company. At which time I was told that because I never received a router I was unable to connect to the internet and one will be sent out. My daughter and I then contacted the company and requested a credit or refund since the installation was incomplete for laptop devices. The technician was aware that I did not have a desktop computer, installed a modem in my home and left without informing me that a router is required for laptop usage. I truly believe that Optimum has engaged in unethical business practices and is misleading its customers. Employees are deceitful, prey on the elderly, lack empathy and training, and provides poor customer service.

I spoke with [redacted] who offered 49.99 to compensate for the issues which is unacceptable, I requested to speak with a supervisor and was transferred to [redacted], who claimed to be a supervisor. I then requested his supervisor and was transferred to [redacted] who handles escalated calls. I later found out that [redacted] is a Lead, which supports my point that their employees are deceitful. [redacted] then made his "good faith" offer of 99.99 which he considered fair and justified for my loyalty and good standing as a customer in a "tricky situation." He questioned several times why did I wait so long to contact a company which is open 24/7 for it's customers. My daughter then explained again that I am a elderly, living alone, she resides out of town, and that I am computer savvy. She then inquired if he has parents and how old are his parents maybe he'll then understand how things are for people of my age with similar circumstances. [redacted] was asked to clarify his coined "tricky situation" since the term was used several times in his conversation. It appeared that he questioned my service usage when he has access to determine internet usage and knows that I could not have possibly connected my laptop without a router. He mentioned he's in a "tricky situation" since he's going above and beyond to offer 99.99 which is more than what was authorized. I declined since I paid $600.00 for services which I could not use because the installation was incomplete. He later increased his offer to 150.00 which I also declined because it is unfair to be penalized for incompetent workers lack of knowledge and skills. I am not sure how many other senior citizens are duped by companies with unethical and scrupulous business practices.Desired Settlement: A full refund of $600.00 or internet credit for a year…..Again why am I being exploited and penalized for incompetence. I was continuously pursued by their representatives to get Triple Play.

Business

Response:

On 1/*/15, CECR made customer contact and acknowledged the complaint. The customer requested us to call back the next day. Between 01/**/15-01/**/15, CECR attempted to reach [redacted]; however, was unsuccessful and left messages with our direct contact information. On 01/**/15, a No Contact Letter was mailed to [redacted], advising her that we would be happy to assist her with the issue that she is experiencing, but would require further details of the issue that she is experiencing. The customer's satisfaction is unknown due to no contact.

Review: I have been purchasing internet service from Cablevision for $39.95. As per the Optimum website in month 13 through 25, the rate increases to $49.95. However, Optimum increased my monthly rate to $59.95 which is in errror. I talked to numerous representatives at Optimum including [redacted], and they tell you every excuse why you don't qualify.

I am asking Optimum to honor the $49.95 rate for the next 12 months, as they advertise. Anything less than this is false advertising.

The customer service at Optimum is aweful. They don't care about customers and they won't make accomodations.

As per the Optimum website the following is posted: [redacted] Under Technical Support click on #4 Optimum Online

Optimum Online $39.95 offer details

Offer for new residential customers subscribing to Optimum Online only. 1 modem/router per household. As of the 13th month Optimum Online will be billed at $49.95. As of the 25th month, Optimum Online will be billed at regular rate of $59.95. Install fee applies for professional installation. Minimum system requirements & equipment configurations apply. Actual speeds may vary and are not guaranteed. Smart Router is available to new Optimum Online customers. Smart Router free for the life of the acct when Optimum Online is maintained. Not available in all areas. Prices and terms subject to change without notice.Desired Settlement: I would like to get optimum online for $49.95 per month as stated on their website. Just provide what your advertising. Is that too much to ask?

Business

Response:

On 11/*/14, Optimum spoke to customer to advise him that the promotion he is referencing is for new customers. He was further advised that since he is not a new customer, he would not be eligible for this promotion.

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 reject the Cablevision response because they publish false advertising on the internet and don't make any accommodations to resolve the issue. I intend to file a complaint with the NY Attorney Generals office with Attorney Genera[redacted].

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

Sincerely,

Review: I activated an account with Cablevision in the summer of 2013 with the least expensive plan they had. They claimed someone changed the plan without telling me first and then proceeded to bill me for another account. I never called to change the service plan and I've never lived at the address they claim the account was in.Desired Settlement: I'd like them to adjust their billing, apologize for their error, and explain why they change the initial service plan.

Business

Response:

The Corporate Customer Relations specialist has only been able to make initial contact with the customer since 9/*/2014. We will continue to attempt contact with the cutomer to resolve their issue.

Consumer

Response:

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

[Your Answer Here]

The company representative called me once about to get information on the complaint and then never got back to me. Nothing has changed, they haven't justified their billing, never mind adjusting it. Only when they fix their error will I consider this matter resolved, if not I'll have not other option but to also complain to local and state agencies.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

You should only be calling me at the number I provided when I opened the account: ###-###-####.

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

Sincerely,

Business

Response:

Cablevision reached the customer at the number provided in

the second rebuttal on 9/**/2014. The customer was educated on how the upgrade

to his TV package was done via the cable box in his home using the upgrade

channel. The customer was advised that in order to review and adjust the

balance transfer on his account we will need proof of identity. The customer

was provided with a fax number to submit the proof to Cablevision and the

customer will do so on 9/**/2014. The customer is not satisfied with the

process used to determine proof of identity; however the customer is satisfied

that Cablevision is moving forward in resolving his complaint.

Review: I currently mover to the first floor in my apartment building on september *, 2014. the previous tenants use optimum cable-vision also in my previous apartment the landlord provided optimum. early july I called cablevision to set up an appointment to add service to the floor they stated it wouldn't be a problem once the old tenants is vacant and I have access to the apartment give customer service a call. last week an advertisement circular was received with the promotion of $79.99 for the first 2years . Great! im now moving on my own what an awesome start .

so I called up optimum service only to be told the promotion could not be extended to me cause I previously had service in 2006 and it was terminated. o that was in 2006 and it had a $0 balance when I left for college . I cant believe 8 years later im being criticized for an account that was left with no balance . what happen to mending and starting new relationships . on the other-hand I clearly reed the advertisement and did not retrieve such information such as "no promotion given to previous customer" . I do consider myself being a new customer since its been 9years since service and when I had service it was cablevision not optimum.

optimum also stated to match all competitors [redacted] is offering service in my area expect for internet. I really don't want the headache of having to pay separate service bills so please help me; I will be a valued customer.Desired Settlement: please im asking for all the assistance to receive such a great promotion help me , this is my first apartment on my own and I want a hassle free experience .

optimum cable tv would be a great house warming entertainment .

Business

Response:

On 9/**/14, Optimum contacted [redacted] advising him that as a courtesy, we will provide him with the 2-year Triple Play Value promotion based on the offer that was mailed to him. [redacted] was advised an install fee and a month in advance was required at the time of install in order to complete the order. [redacted] was quoted a monthly total of $103.85 plus taxes. [redacted] is satisifed.

Review: THEY WANT TO RAISE MY OPTIMUM VOICE AN ADDITIONAL 100% EVERY MONTH.Desired Settlement: BILLING ADJUSTMENT TO A REASONABLE LEVEL.

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.

A REP CALLED ME BACK & THE ISSUE IS SATISFACTORILY RESOLVED.

Business

Response:

Review: I subscribe to Optimum for phone, tv and internet service. Five months ago, I signed up for their World Call program. I was told that I would receive a specific block of time to call Cuba for $19.95 each month (30 day period), 30 minutes. I was told by their representative over the phone that after I used up the original 30 minutes, I would be allowed an additional 30 minutes for $19.95. I was told that it would automatically kick in and after I had used both blocks of time, I would be cut off from the call and I would not be allowed to make further calls until the proper amount of time passed.

For five months, I operated under this policy. Last month, I was charged an additional $147.42 for minutes that went over the 60 minutes total that I was allowed. I did not realize that I went over because I was operating under the impression that I would be cut off/no longer able to dial out, as had been happening for the previous five months under the original agreement. When I called Optimum to discuss these charges, I was informed that last month the company changed their policy and I was allowed additional minutes, but I woud be charged a different rate for these minutes. I was not informed of these changes by email or by phone. I was told by the phone representative that there was fine print on last months bill. I still have yet to locate these policy changes on my bill.

I requested that the company negotiate a better rate with me. I am a good customer and pay my bills on time. I explained that I thought this was very unfail on their part and I expressed my concern that I found their actions to border on dishonest and predatory. They were unwilling to negotiate and stated that I must pay $147.42 for the additional minutes that I did not realize I was using. As a result, I requested that my World Call Service be cancelled. I was told by the customer service representative that I had to call a number and disconnect the service myself. I called the number and was directed by an automated service to call yet another numer to de-activate. When I called the second number, I was again instructed by the automated service that I did not have a pin set up and I had to call a third number to set up the pin. I called the third number, set up the pin through the automated service. I then had to call back the second number to use the pin and de-activate the service.

I am able bodied enough to navigate their services, but I think that their service practice is designed to confuse consumers. I think this is wrong. I also feel that after five months of using their world call service, they changed the rules without any warning, they knew exactly what they were doing and it is at my expense. I find it abhorrent that they treat valued long time customers who pay thier bills on time this way, unwilling to even negotiate a better rate and charging exoribant prices.Desired Settlement: I would like someone from their company to recognize that this is not fair. I understand that I used these minutes, even though I was unaware and was expecting to be cut off the way I had been in the past. I am asking for a fair price for these minutes. Of course I do not want to pay for these minutes at all. I called to negotiate and would not even be given that option. I am asking for better customer service and I am asking that they look at thier cancellation policy because it could potentially be confusing for the elderly and non-english speakers (International World Call!), who are probably the ones who utilize their service the most. And please stop telling your customer service agents to say "I would like to help you, but the system will not let me do it." It is a weak excuse.

Business

Response:

Cablevision spoke with the customer and advised that we would credit the total $147.42 she was charged for using the International Calling service. We also educated the customer on how she can ensure that the International Calling service is deactivated on her phone to prevent these charges in the future.

Review: In or approx. December 2013, [redacted], hired Cable Vision Cable, in order to provide services for his household. According to the sales representative a triple play package was offered. The sales representative, advised him, that the package include as well as, free international calls to landline and mobile phones, but only if using the international dialing code, [redacted]. Cable Vision has not complied with the deal done, and has started applying charges for the international calls done to cell phones in South America. Moreover, Cable Vision has been threatening [redacted] to cut off its services if he doesnt pay.[redacted] wife has been calling Cable Vision, on behalf of her husband, who is out of this country at this moment. She spoke with a lady named [redacted] in regarding the unfair charges. [redacted] has promised [redacted], to take care of this matter and immediately and that within three days a credit was going to be applied on [redacted] account. Instead to receive the credit, [redacted] has been receiving calls from Cable Vision to pay immediately or services will be cut.[redacted], spoke with various sales representatives already, and each one have made same promise, such, to take care of her husband bill immediately and apply credit on his behalf. Up today, nobody is doing anything; to help them. I called today on behalf of my friends. According to his advise the information provided to [redacted] is wrong. Furthermore, if any wrong information has been provided to [redacted], its not his fault. Cable Vision should take responsibility and waive those extra charges. He should get a credit for the amount $ 135.52 approximately, perhaps more. Three months has elapsed since [redacted] and his wife have been calling this company in order request the credit that they deserve it. This action is considered as careless of professionalism, consideration, and appreciation for its clients. Having no other option I decide to help them and forward this matter to your attention. My question is if someone committed a mistake, in this case Cable Vision, who should take responsibility, in my opinion Cable Vision, because three of its employees provided the wrong information to a new client. Consequently, I am asking you to help them in order to settle this matter on behalf of my friends. Thank youDesired Settlement: To waive the extra charges, since the mistake was committed by the sales representatives.

Consumer

Response:

Enclosed please find the enclosed Exhibits:

Address and phone number for the business.

Web address

Billing 3/**/2014

Business

Response:

On 4/*/14, CECR advised the customer that a credit of $118 was applied to her account for the misinformation about the international calls. The customer was advised that going forward all free calls are on the landlines only. Customer 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:

Thank you very much, but I am not going to say anything good on behalf Cable Vision, until I can confirm if in fact the credit has been granted on my behalf. I've not received the bill yet, in order to confirm or not.

Anyhow, someone from Cable Vision has contacted me three days after I've reported to Revdex.com. At that time, I was told still under investigation.

Having no other choice my husband paid for those extra charges. However, I promise to wait for the bill in order to verify if such credit was granted or not. I promise to inform you as soon as I receive the bill.

Thank you

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

Sincerely,

Review: Since adding a Multi DVR Service in August 2013, we have had multiple repair issues that never have been fully resolved. I have spent so much time either on the phone trying to resolve these issues or waiting for a technician to come to my home & not resolve the problem fully for it to happen again & waste my time & energy. I have been credited only for some of the issues for it to happen again. I never receive a call back from a supervisor when asked & I am always generating the call to ask to speak with one. It's been horrible customer service as well as interrupted service to my TV watching that has caused an inconvenience & added stress that my family & I do not need.Desired Settlement: I would like to be compensated for all the time this has been not resolved & the inconvenience of not resolving this problem yet. I was only given a the amount for the Multi DVR credit which I think due to the time it has been & still not resolved I should be credited & refunded a lot or until this repair is finally resolved.

Business

Response:

FSS [redacted] left message on 12/*/13 for [redacted] to discuss service issues with Multi Room DVR.FSS [redacted] left a second message on 12/**/13 to discuss service issue.Requesting extension until 12/**/13 to work with customer to resolve the issue.After further investigation it has been determined that the issue is not with multi room dvr but with dropping audio on both live and recorded programs. It has been determined to be an issue with the customers equipment.FSS [redacted] waiting for the customer to be available to connect the television with component cables as oppossed to HDMI. [redacted] has direct contact information for [redacted] and will contact [redacted] when she is avaible to change the connection to the television. Customer has been made aware of the issue with the television.

Consumer

Response:

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

My complaint has not been resolved. At this point I just want credit for my TV/DVR service.

Sincerely,

Review: Optimum had contacted when I had [redacted] and stated they would buy me out of my contract if I switched. I was told when the technician comes to install service to give him my last bill and they would pay it and buy me out. They never did, eventually I started receiving collection notices against my [redacted] account. When I contacted them and complained they told me they could find the bill I gave the technician and to send in another one, which I did. Again they refused to pay because it was itemized, I told the account is closed and in collections because they waited to long to pay so I won't be itemized. Because of them they have ruined my credit and the [redacted] account is showing up as delinquent because of there fraud and lies.Desired Settlement: A personal apology and for them to honor the terms of there agreement and except responsibility for there mistake and lack of concern and compation toward myself there customer at the time. A letter personally accepting responsibly for the mistake that I can send to the various credit reporting agencies to have the delinquent account removed of my credit report.

Business

Response:

At this time our Executive Sales Team is still waiting for their operations team to retrieve the related call discussed in [redacted] complaint. The call isarchived due to its age and is not available for immediate review. [redacted] has been made aware we are in receipt of his complaint and will seek resolution after the call in question is reviewed.