J. Doyle Backhoe Service

Between 12/**/16 and 12/**/16, Optimum attempted to contact [redacted] multiple times but was unsuccessful; a message was left with the reason for our call and providing our direct contact information. After review of the customer’s account, he called on 9/**/16 and spoke with Technical Support due...

to internet issues. The representative was able to confirm the issue was due to high saturation on the 2.4ghz channel on the router and recommended the customer relocate the router, switch to a 5ghz channel, or even swap his current router for a d-link router free of charge at his local Optimum store. During the conversation, the customer advised he will switch to the 5ghz channel first to see if it resolves the issue but if not, the Optimum store is at the end of his block so he will go there and swap the equipment. On 12/**/16, a no contact letter was sent to the customer.

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 spoke with Dory at Altice and she has not resolved my complaint. While she was not rude she refused to acknowledge her employees never disclosed that I would be charged an entire month of service even though I would not be using it. I feel this is a deceptive practice on their part and am told I will have to pay the entire bill. I am sure if I don't pay they will destroy my credit. This is a terrible thing to do to some one on social security. They say they dont ever charge a cancellation fee but this is their way of charging it without disclosing it. I would not have taken another company on if I was told this from the beginning as I cannot afford to pay two bills for the same month. They are not a reputable company and they are deceptive. I was told when speaking to their employee that they do this to give the customers a chance to come back to them within the month. NOT ACCEPTABLE!    Thank you for trying to help me. 
[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.
Sincerely,
[redacted]

Upon further executive office review, we have decided to provide the customer with a credit as a courtesy.

The customer's appointment was completed on 12/**/17. The customer has been provided a credit of $20 on 12/**/17, and contacted on 1/*/18 to confirm that service is up and running. We are taking internal actions to address the customer's complaints regarding the appointments, and are continually...

working to improve our service and appointment process.

On 1/**/17 Suddenlink apologized to the customer for his poor experience and advised we have credited the disputed $49.99 modem charge. The customer was charged this fee in error as he already paid his balance in full. We have contacted the credit agency on his behalf and they'll be removing this...

customer from collections. The customer was happy this issue was taken care of and considers the complaint resolved.

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.
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: Altice's accusation that I was advised that my request the prior month to disconnect from their services required further follow up is patently false.  I explicitly asked the phone representative if further action was needed and was advised that I only needed to return the equipment, which I completed.  Having seen the many complaints regarding business on shady business practices, I made sure my request to disconnect was confirmed before hanging up.  I was never told to call back.The representative that called me regarding this complaint said that the phone conversations would be reviewed and obviously they were not.  Altice's agent that I spoke to in June appears to have either made an error in processing my request or in advising me that it was complete.  I did not make an error and I informed business of its error immediately upon receipt of the improper bill and within twelve (12) hours of the approximately 720 hour period that I was improperly billed for. The second time I called business, on **-AUG, was to alert business of its error, not to request disconnection, as I already disconnected the month prior and returned all equipment 1-2 weeks before the bill was received.he bill I received is not for a service package materially different than the one I paid for when a customer.  I never agreed to a different package from Altice, so I do not understand how business believes I should just pay what they send by error.Please send transcript of my call to disconnect showing that Altice's representative instructed me that my request to disconnect was not being honored at that time and any communication where I assented to a change in services other than total disconnection to validate this bill. 
[redacted]

Between 7/**/17 and 7/**/17, ECR attempted to contact [redacted] to discuss his complaint. Two voicemails and one email were left/sent with our contract info.

It was determined that the issue the customer was experiencing was due to an outside the apartment issue, and the technician who visited the customer had used an incorrect code. Internal actions are being taken regarding this error. The customer has been contacted and provided a credit for the...

service call charge incurred.

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.
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. Having said that, this should have been resolved the same day I made the phone call the Suddenlink to try and clear up this matter with their call center.  I was on the phone for and hour and a half , even talking to a supervisor. The supervisor refused to help me, stated that my late fee were non negotiable. That supervisor then gave me the email for their corporate office to file a complaint. The email link did not work! So then I used Suddenlin’ks online live chat to get the proper email to file a formal complaint. Live chat person said that all  corporate communications had been cut off and there was no way for me to file a complaint. Live chat person also said my late fee was my fault and my responsibility and that I had to pay it. Funny how now this matter was all of a sudden deamed an “error” on Suddenlinks behalf. I should have not had to take this up with the Revdex.com. This should have been resolved with my first phone call. I see a complete lacking of customer service with the Suddenlink call center and with the live chat help. 
Sincerely,
[redacted]

Between 12/**/16 and 12/**/16, Suddenlink made multiple attempts to contact the customer to answer any outstanding questions or concerns about his recent Revdex.com complaint, but contact was unsuccessful. On 12/**/16, Suddenlink sent a no contact letter to [redacted] which provided our direct contact information to further discuss his complaint.

On 11/**/17, an Optimum Specialist spoke with [redacted] during which time she accepted a promotional offer. The customer is satisfied with the promotional offering.

Suddenlink received [redacted]'s rebuttal complaint. Our sincere apologies for not directly addressing the marketing concerns. However, these issues have been escalated to our marketing team for review and will be handled internally. In [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 customer. The changes in September 201[redacted], were done in error. The agent who made the error has been educated and retrained to avoid similar situations in the future. The changes that the agent made in error were reversed and all credits have been applied. While reviewing the account it has been noted that [redacted]'s has requested a disconnect and is dissatisfied with our disconnect policy. On 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 period. This 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 **, 2016 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 month. If 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 period. For 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 [redacted], 2018. The disconnection was scheduled in accordance with our disconnect policy for the end of her billing cycle on February [redacted], 2018.  We trust we have satisfied our obligations in regards to this complaint and no further contact is needed.

On 5/*/17, [redacted] reached the customer and apologized for any misinformation or inconvenience in this issue. All personnel issues have been handled internally. [redacted] also verified that no better promotion was available for this customer at this time. The customer is satisfied.

We are unable to extend additional credit to the customer. Our stated policy, printed on our bills, is that all billing disputed must be raised within 30 days of the bill date. This customer has already recieved 6 months of credit for this issue.

Between 12/**/16 and 12/**/16, Optimum attempted to contact [redacted] to address her recent Revdex.com complaint. After review of the sales interaction that took place in October of 2015, the sales representative did offer the customer a Triple Play promotion including the Sports & Entertainment...

package so she can get the Game Show Network, a free Multi-Room DVR promotion and three months of free Showtime for $94.94 per month, which the customer accepted. On 12/**/16, a no contact letter was sent to the customer.

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:

[Your Answer Here]
 Good Day The company NEVER called they are the ones who provided me with a home phone which the number should be on file as well as they have my current email on file no attempts were made but more as a way to cover up the fact that I should be compensated way more than 5 dollars for all the trouble and time this cause so they respond as I'm unreadable once again another lie told to avoid compensation Thank You 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time, I have been contacted directly by Altice USA / Suddenlink regarding complaint ID [redacted], however my complaint has NOT been resolved because:
I was contacted by the field techs after the original complaint. Once they tracked the issue down it was a quick fix.  However,...

when I called to get some sort of credit for the 2 months of being off and on. I was told that they would not credit anything. They said it was a damaged cable due to someone shooting the line. And it was not their fault so no credit. As a customer, I am paying for a service, and that service was not there, why should I pay for something I didn't get. Regardless of why. Also if Suddenlink would have done their job back in November, it wouldn't have gone on for over 2 months.  If I need to close this complaint and open another , I will do that.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]