J. Doyle Backhoe Service

The complaint filed by the above-referenced consumer has been forwarded to my attention for investigation and handling In his complaint, [redacted] states that when he disconnected his Optimum services, he was informed that he will be charged for the remainder of the month despite the termination of his services [redacted] is displeased with Optimum’s recent modification to its terms of service, which provides that service subscriptions are renewable on a monthly basis with no refunds provided for partial monthsOptimum, like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access to our high-quality products for the entirety of their monthly service period We take customer communication of policy changes very seriously, and communicated to our customers in various ways for two billing cycles prior to the change, including: prominent and colorful messaging via banners on the front page and remit slip of the bill; a detailed explanatory bill message with a web link to the new Terms of Service effective on October ***, 2016; and additional email messaging for electronic billing customers directing them to read the bill for updatesIn addition, when a customer calls to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service period For customers who choose to disconnect their service early and return their equipment, they can still continue to use our out-of-home services, such as: the TV to Go networks that they can watch on their mobile devices; Optimum WiFi’s more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and Newsday.comOn November [redacted] 2017, a representative of Optimum spoke with [redacted] in response to the complaint Our representative educated [redacted] on the new Terms of Service and answered his questions

Between and 1017, Optimum attempted to contact the customer by telephone to address her concerns and on a no contact letter was mailedOptimum investigated the customer’s concerns; however, Optimum’s network is secure and the customer’s complaint is not validOptimum remains available to discuss the customer’s complaint; if contacted by the customer

Suddenlink received [redacted] 's rebuttal complaintOur sincere apologies for not directly addressing the marketing concernsHowever, these issues have been escalated to our marketing team for review and will be handled internallyIn [redacted] 's complaint she dispute making changes on her account, and although we understand her frustration the account shows that the changes made on March [redacted] were requested by the customerThe changes in September 201***, were done in errorThe agent who made the error has been educated and retrained to avoid similar situations in the futureThe changes that the agent made in error were reversed and all credits have been appliedWhile reviewing the account it has been noted that [redacted] 's has requested a disconnect and is dissatisfied with our disconnect policyOn or after May **, 2016, Suddenlink made a change in our Residential Service Agreement (RSA) which provides that service subscriptions are renewable on a monthly basis with no refunds provided for partial months Suddenlink, like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access to our high-quality products for the entirety of their monthly service periodThis policy was communicated to our customers prior to the change, including a prominent and detailed and colorful explanatory bill message with a web link to the new terms of service effective May **, with ongoing periodic bill message reminders; and additional email messaging for electronic billing customers directing them to read the bill for updates Once a customer’s billing cycle has begun the customer is responsible to make the payment for the full monthIf a customer chooses to disconnect services in the middle of the billing cycle the services will not be disconnected until the end of their billing cycle In addition, when a customer contacts Suddenlink to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service periodFor customers, like [redacted] 's who choose to disconnect their service early and return their equipment, they will continue, via the Suddenlink website, to be able to access their email, pay their bill and view online programming via Suddenlink2Go According to our records, [redacted] 's requested to have her Suddenlink services disconnected on January ***, The disconnection was scheduled in accordance with our disconnect policy for the end of her billing cycle on February ***, We trust we have satisfied our obligations in regards to this complaint and no further contact is needed

On Suddenlink contacted *** [redacted] The customer was advised that the reason his rate went up is because he was on a promotion that expiredThe customer was provided with a rate for service that does not expire, but may be subject to rate increases

The customer complains that he has been trying to obtain Suddenlink services for over months and has been getting the runaroundUpon investigation of the complaint it was determined that the customer had an install set up, and he called into the call center and canceled the install which was set up for the construction team to perform a road boreThe customer was unwilling to wait to have the road bore completedThis caused the account to lock and made the address unserviceableThe field team has responded and is escalating the road bore and drop bury has been expedited and submitted for completionCustomer is satisfied with the results

Suddenlink received [redacted] 's complaint in regards to slow speeds, and escalated the issue to the field management team in his area.On November ***, Field management team sent a technician out to [redacted] 's homeThe technican ran several speed test while on site, some where good but most showed to get slow speedsThe technician checked all levels and wiring inside and outside the home and was unable to fine any issuesThe technician advised the customer that he needed to run to the office to get a laptop and a test modemThe customer stated he had several things to do and agreed to come back out on November [redacted] to run more testing and resolve the speed issuesOn November ***, Field management team attempted to go to [redacted] 's home but was advised that he would not be available and requested to reschedule to November ***[redacted] has the field management's contact information and we will continue to work with him through this process.We feel we have satisfied our obligations in regards to this complaint and will continue to do so going forward

Revdex.com: 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: Optimum's response does not even make senseIt alleges that, by its own admission, they tried to contact me 1017, a letter I wrote when they said they did not recieve that form, a SECOND fax confirmation when I sent them the letter and the first confirmation which I then MAILED to them as wellI am the one who wanted to cancel serviceTheir representative, in order to keep a customer, directed me to do the name change and I will not be penalizedWhat is their exaplanation for not calling me when they received my letter (also both faxed and mailed in August)??? They didnt call me and explain there was some misunderstanding or anythingAre they now going to allege they didnt recieve EITHER fax or the hard copy letter? I will take them to court if I have to but I am not paying that billPlease see attached letter and fax confirmations sent in Augusthad they called me when they were sent saying I was responsible I would have told them to come rip out the boxes immediatelyInstead they have done nothing except ignore me and continue to bill me, pretending they never received all of this documentationWell this certainly should prove who is lying as I have proof [redacted] ***

Suddenlink has received [redacted] s complaint regarding having to wait almost months to get services installedAccording to our records [redacted] work order was rescheduled a total of times due to an internal communication error [redacted] account was installed on and services are currently working properlyAs a courtesy Suddenlink issued our we promise guarantee credit for any inconvenience’s [redacted] hadSuddenlink contacted [redacted] on 3/*/and advised her of the information aboveShe was happy and had no further questions.Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

Revdex.com: 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 offered to provide evidence that my last day of service or to receive service was in October [redacted] also has the capibility and signal recordings that no service was being utilized at my residence and all devices was offline [redacted] is using bully tactics to receive payment for service they did not provideI was not under contract and [redacted] should respect my service change and not try to bully me into paying for service not useI have all the evidence and documentation to provide my case [redacted] refuse to accept or view my supporting documents In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: 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 as long as tablet is received by date stated Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:No one else could've caused this damageUnfortunately we were not with Alex the technician the entire time he was thereThe mud and splatter is around the window because it is an unfinished basement and new constructionThe minute specs of dust on the actual damaged area does not mean it was there for a long timeThis is an egress window in an area where the grass has not grown yet and thus dirt is everywhere so dirt accumulates there very easily and therefore is a meaningless reason for claim denialWe don't want to live this nightmare over and over and are disappointed to move into a newly constructed home only to have to pay for substantial repairs In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

We just got confirmation on Friday via email that they removed the service and gave us the rate we should have been offered in the first place Hopefully our next billing statement will reflect thisIf not, is it possible to re-open this case?

Revdex.com: 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: This complaint Is a follto my original complaint with the Revdex.comThe complaint number is [redacted] As of today I still have not received the tablet that I was promisedThe settlement I agreed to guaranteed the promotional tablet would be delivered by February **As of today, February **, I have not received the tabletI have no reason to believe the tablet will be delivered tomorrowI will copy and paste the response received from the business in the desired outcome field belowI still believe that this business never intended to send this promotional tabletThis constitutes advertising Spoke to [redacted] on regarding his promotional gift offer (tablet) not yet being receivedAn apology was extended to [redacted] for the delay in fulfillment processing of his tablet and for the multiple calls had had to make in to Optimum to obtain a resolution [redacted] was advised that there was a delay in processing due to inventory issues with our vendor and apologized that he did not receive an email advising him of the delayIt was confirmed for [redacted] that his tablet has been processed and that it should be received no later than Offered [redacted] a 6-month box credit due to the inconvenience caused by the delay as well as the misinformation given to him by previous reps [redacted] accepted the offer and will contact us back directly if there are any further issues with the delivery and receipt of his tablet [redacted] ***

Suddenlink has received [redacted] ’s complaint on behalf of her son [redacted] ***’s account in regards to a write off balance on [redacted] ***’s account [redacted] states in her complaint that her son moved from once address to another and discovered that he had a balance of over $ [redacted] states Suddenlink advised that she had a modem that was not returned and states she also has a balance for three months of service that remains unpaid [redacted] states she was also advised that the Abilene local office store would review their inventory and clear the modem charges and states she requested a disconnection prior to the three months she is being charged for [redacted] states she requested a disconnection in June of and is disputing the collection write off balance on her sons account Suddenlink has researched [redacted] ’s complaint and show that there were internet service overages charges to the account in August and September of which shows that the account was active and the service was being usedSuddenlink’s local office received the equipment on January *, and that charge was reversed for the equipmentAccording to Suddenlink’s records, a disconnection request has not been made and further, a disconnection would have needed to be requested by the account holder [redacted] as [redacted] is not listed as an authorized user on [redacted] ***’s accountSuddenlink apologizes for the inconvenience this may have caused; however, Suddenlink finds the write off amount totaling $to be accurate Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

[redacted] , like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access to our high-quality products for the entirety of their monthly service periodWe take customer communication of policy changes very seriously, and communicated to our customers in various ways for two billing cycles prior to the change, including: prominent and colorful messaging via banners on the front page and remit slip of the bill; a detailed explanatory bill message with a web link to the new Terms of Service effective on October ***; and additional email messaging for electronic billing customers directing them to read the bill for updatesIn addition, when a customer calls to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service periodFor customers who choose to disconnect their service early and return their equipment, they can still continue to use our out-of-home services, such as: the TV to Go networks that they can watch on their mobile devices; [redacted] WiFi’s more than million hotspots, as well as Cable WiFi hotspots; [redacted] e-mail; News [redacted] The customers final billing has been completed and no credit is warranted for this matter [redacted] has attempted to contact the customer by phone but could only leave a messageNo contact emails were sent to the customer

At this time, I have been contacted directly by Altice USA / Optimum regarding complaint ID [redacted] , however my complaint has NOT been resolved because: Re: Revdex.com Complaint against Altice USA / Optimum ID# [redacted] (No subject) [redacted] Thanks so much for your help with this matterThe other day, we heard from the other party (they said "we have completed an investigation into the issue that was listed and believe we have addressed your concern")Today, we sent out our newsletter and the matter appears to be resolved as the emails did not bounce back to us(Yay!) Thanks so much for your help with this matterWe really appreciate it!

An Optimum specialist spoke to [redacted] on to address her billing concerns regarding her bulk rates [redacted] is aware we are in the process of conducting an investigation regarding her rates

My desired outcome I want them to come up with something as I am still getting calls from there company and I have once again asked them to remove my number from there calling databaseHis name was ChrisI have attached my call log from there from number

The company is working diligently to get the issue resolved for the customerOur construction team is expediting the drop bury and road bore and are working towards an ETAThe customer has our direct contact number if he would like to discuss the matter further

Revdex.com: 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 On behalf of [redacted] I have attempted to call Sudden Link Communications twice and contact by email once, [redacted] is presently being charged for services she does not receive and services she did not orderAdditionally, [redacted] was billed for technical support which she did not request, and her bill reflects basic cable services that she does not have full access toLastly, [redacted] is being billed for a home security system that she does not actually have nor did she requestThe installation fees for services she does not receive and did not order is confounding [redacted] requests that her bill be corrected immediately and that her basic cable service be restored without further cost to her or delayThanks,