J. Doyle Backhoe Service

The customer complains that she incurred data overage fees because she was unaware that she had the option to receive unlimited data. Upon investigating the complaint, it was determined that the customer was aware that she had exceeded her data limit and has since upgraded her services to the...

unlimited data plan. She states that her Revdex.com complaint was intended to make sure all customers are aware of their option to obtain an unlimited data plan where applicable. The customer was educated that these services are advertised online as well as television advertisements and she is able to see these offers at [redacted] Suddenlink trusts that we have satisfied our obligations in regards to this complaint and no further contact is necessary.

Altice has attempted to contact the customer regarding their additional concerns about our Voluntary Disconnect Policy. Messages were left and an email was sent with our contact information. Optimum, 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 [redacted]; and additional email messaging for electronic billing customers directing them to read the bill for updates. Furthermore, on every monthly billing statement, the policy is contained within the Billing Information section of the statement.  In addition, when a customer contacts Optimum 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 1.5 million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News 12 Networks and [redacted].

Between 8/**/16 and 9/**/16 Optimum called the customer three times; however, was unsuccessful and left messages. We apologize to the customer as there was an error that caused her August 2016 statement to be $5 more that what was advised. A $5 credit was applied to the customer’s account on...

8/**/16 as requested. The customer's monthly rate going foward will properly reflect what was discussed with her. A letter was sent to the customer on 9/**/16 which provides our contact information should she need to reach us in the future.

Mrs. Abbott account was disconnected on 5/**/15 for non-pay.  Suddenlink received a payment on 5/**/15 for 206.11 which left her with a credit of 39.15. Services were reconnected on 5/**/15. The 75.00 for the equipment charge fell off on 5/**/15 & customer had services all the way...

until 8/**/15 when the account was disconnected for non-pay. Researching the account it has been determined that the write off amount on this account is valid and is due. We have attempted to reach Mrs. Abbott by phone on 11/** 11/**; however we have been unsuccessful in our efforts. Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary

Customer complains that he is unable to send mail via Windows mail. Upon investigation of the complaint, it was determined that the customer's issue is not Suddenlink related. The customer can send and receive emails via [redacted] email. Customer was informed that Suddenlink does not...

troubleshoot 3rd party email clients. Customer was referred to Microsoft for further assistance. Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is needed.

In his complaint, [redacted] states his dissatisfaction with the recent loss of Starz and StarzEncore for Optimum’s customers.Optimum is focused on providing our customers with the best content experience possible, and we are constantly evaluating which channels best meet the needs and...

preferences of our customers. Our agreement to carry Starz and StarzEncore has expired as of December **, 2017 and the channels are no longer available on our TV lineups.  We understand that Starz’ decision to pull their programming from Optimum’s system was very difficult for our customers, and we regret the inconvenience that was caused by their decision. However, we have launched several new and exciting channels for our subscribers’ enjoyment, depending on the TV package subscribed to, which include Hallmark Drama, Sony Movies, MGM, and the Cowboy Channel.  Every month, Optimum pays fees to TV networks to carry their channels. As a result, we negotiate dozens of contracts each year, the majority of which are renewed without disruption.  The rising cost of programming is the single greatest factor in higher cable prices, and Altice USA has been fighting hard to hold the line on escalating programming costs. Since our last contract renewal, Starz began offering an over-the-top streaming service that consumers could buy directly through Starz at [redacted] or through Hulu.  Despite our attempts to reach a deal that made sense for all of our customers, Starz insisted on terms that would have forced us to charge customers more than what Starz’ over-the-top streaming service costs.In response to the complaint, Optimum has contacted the customer and explained Optimum's position. The customer was also provided with 1 month of Showtime as a free promotion.

Suddenlink has received [redacted]s complaint regarding having to wait almost 3 months to get services installed. According to our records [redacted] work order was rescheduled a total of 7 times due to an internal communication error.  [redacted] account was installed on 2/**/18 and...

services are currently working properly. As a courtesy Suddenlink issued our we promise guarantee credit for any inconvenience’s [redacted] had. Suddenlink contacted [redacted] on 3/*/18 and advised her of the information above. She 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 totally disagree with their policy.  I believe the policy is tainted and twisted in favor of the corporation.  I believe the policy is meant to be a penalty for consumers who leave Suddenlink.  The problem that I have is that the representative I spoke to regarding cancellation did not, as I recall, advise me of the billing policy at that time.  Nor did the representative who accepted the equipment advise me of the cancellation policy of Suddenlink.  Had I been reminded of the policy by either of the representatives, I would likely not have changed subscribers at that time.  I would like to indicate that a Suddenlink called me yesterday afternoon.  I was not able to take the call at that time and subsequently returned the call and l left a message.  No one returned my call.  Therefore, they do not need to send me a letter telling me they weren't able to contact me.   
Finally, I know they said that their policy allows me to continue to use their program even though I had turned my equipment over to Suddenlink.  That is ridiculous as I did not and would not since I had already obtained a new service.  Since I did not use Suddenlink after my cancellation date up until October **, I believe I should be refunded money as a result.  
I do intend to alert the local media in Dallas of these deceptive policies of Suddenlink so that unknowing customers know what can happen if they cancel their services early.  
 
[redacted]

An Optimum specialist attempted to reach [redacted] on 02/**/18. Phone attempts were unsuccessful. A letter was sent with our direct contact information. In reviewing the account a disconnection was placed effective on 01/**/18. The account was prorated for the remainder of the bill cycle.  A...

refund was issued to the customer in the amount $17.96.

Suddenlink received the Revdex.com Complaint from Jeremy Adams in regards to equipment charges. After researching the account our warehouse team decided to remove the cable box from the account as it was a mail order that may have never been received in 2010. The modem is an older modem which will not...

work with the upgraded system now being used by Suddenlink so it too was removed and all associated charges. On June [redacted] Suddenlink spoke with [redacted] and explained that the equipment and the associated charges had been removed from the account. He was advised of the remaining balance, and he made a payment to clear the account from collections. A confirmation email was sent to [redacted] for his documentation of the payment being processed by Suddenlink on June [redacted]. He has Suddenlink contact information if he has any further questions. At this time Suddenlink feels the issue is resolved and all obligations to the complaint have been met.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find the promise to be sufficient for now, however, proof is in the doing not the promise.
Sincerely,
[redacted]

The customer complains that he only receives 15 of 75meg with his high speed internet. Upon investigation of this complaint, it was determined that the customer has not had a technician at his home since December 2016. Suddenlink offered to send a technician to the customer's home to diagnose and...

fix his problem, however the customer is delinquent on his payments and his account has been suspended for non-payment. The customer understands he is past due but refuses to pay the bill. The company is unable to restore services without payment. The customer does not agree with the resolution, however he is aware that payment is necessary to restore services and a technician can be dispatched at that time. Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

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 database. His name was Chris. I have attached my call log from there from number.

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.Before Suddenlink contacted me, I gave the same credit card for auto pay to Suddenlink in person, because it was a hassle to come in person and pay in cash. I still do not trust the auto pay system which is why I wanted to be given back the ability to make my payments online. They still have not given me the ability to make payments online, so if autopay fails again, I will have to go in person to pay in cash. When Suddenlink finally contacted me about this matter for the first time on 5/**/17, it was from a private number, but they did leave a voicemail with a number to call. I returned the call immediately. I spoke to a representative, and they had not identified why automatic payment did not go through.  I am still awaiting seeing the credit on my account. 
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:  Talked with Bonnie this morning. She needs to look into the matter and do more research. 
 [redacted]

On 7/**/16, a Field Service Manager spoke with the customer to revisit the claim of damage. Then on 7/**/16, the Field Service Manager examined the damaged area of the window frame and explained to the customer that from his point of view, [redacted] did not create the damage as mud and cement splatter...

is around the area of the widow frame.  There is specs of mud inside the damaged area of the frame, which makes Field Service Manager conclude this damage is much older than the install date. The customer claims only [redacted] and the builder have been in the home and the builder would have told them if they caused the damage. Per [redacted] Field Service technician’s statement, [redacted] was with him while he was working in this area and when he was drilling, the drilling was done on the same window in a different area. The customer was not satisfied that the denial of the claim stands.

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]

On 12/**/16, an Optimum representative spoke to [redacted] to reiterate our late fee and restore fee policy.  He was informed he received notification regarding a past due amount on his 10/**-11/** bill and in addition, notification was mailed separately to him on 10/**/16 advising that if payment was not received by 10/**/16, his service would be interrupted and a fee assessed. The customer said he did not receive the notification and Optimum mailed him a copy on 12/*/16, which he confirmed receipt of when speaking to him on 12/**/16.

Optimums Sales Support department attempted to reach [redacted] from 10/**/17 – 11/**/17. Phone attempts were unsuccessful. A letter
was mailed to [redacted] with Optimums Sales Support direct contact
information. Optimum remains available to assist [redacted] in the event future
issues...

arise.

Suddenlink has received [redacted]’s complaint regarding his slow speeds with our internet service.Suddenlink has attempted to reach [redacted] to resolve his slow speed however, both attempts were disconnected by the answering party.Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.