J. Doyle Backhoe Service

Altice USA, Inc. (“Altice”) is the parent company of Suddenlink Communications and is responding on its behalf. We are in receipt of [redacted] complaint regarding our policies and procedures. Additionally, [redacted] contests Suddenlink’s Terms of Service, which provides that service...

subscriptions are renewable on a monthly basis with no refunds provided for partial months. According to our records, [redacted] contacted Suddenlink on 12/*/17 to disconnect services. He was informed that 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.   Suddenlink contacted [redacted] and informed him of the information above. He stated Suddenlink was wrong and ended the call.   Suddenlink trusts 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:

  This is INCORRECT. The bill is paid a month in advance so I did NOT owe $15 at this time. I was told I went over in data charges and was billed the additional $15 plus a late fee of $10.00 I should not have had to pay the late fee because I was disputing the $50 service charge from the technician and I have never in the 8 years of having Suddenlink EVER went over and been charged for "extra" data. This is a bogus charge.  I want a refund for $25 [redacted]

On 11/**/16, Altice spoke with the customer to advise that their complaint is currently being investigated. From 11/**/16 - 11/**/16, multiple attempts were made to reach the customer, but the customer did not answer. On 11/**/16, Altice left a message, informing the customer that a credit has been...

applied for the Service vist fee as well as a service credit in the amount of $42.00. The customer has Altice's contact information, should they have any further concerns.

On 08/**/17 [redacted] agreed to complete a Name Change Form. Due to non-payment on 09/**/17 the account was disconnected due to non-payment, therefore the Name Change process was not completed. On 08/**/17 an interruption notice was sent to [redacted] advising the account was in jeopardy of disconnection due to a past due balance.   An Optimum specialist attempted to reach [redacted] from 11/**/17-11/**/17 to reiterate our previous response. However, phone attempts were unsuccessful. A letter was sent to [redacted] with our direct contact information and remains available to assist in the event future issues arise.

On 11/**/15, Cablevision’s Corporate Executive Customer
Relations (CECR) contacted [redacted] and advised that on 11/**/15, Cablevision
experienced an outage affecting several channels. CECR apologized for the
experience and assured [redacted] that Cablevision promptly resolved the outage
within...

several hours after it began. A one-time $5.00 credit was offered, however, [redacted] declined the credit offer.

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:

Suddenlink send me a card in Mail to get home phone service 10.95 a month with free installation when I called to get it they tried to add a bunch of other charges.. Called and talked to 2 different people / Got the usual mumble Jumble nothing resolved. I also mentioned a ad they have on the internet . Where You take there online survey and they give You a nice gift. it is the old bait and switch the good prize is no longer available and the others are things no one would want.  To have them honor there advertized price of 10.95 with free installation.
[redacted]

Suddenlink has received [redacted]’s complaint regarding her internet service. [redacted] states that she has experienced constant outages and repeat service calls, as well as poor customer service. Our records indicate a service call was completed on 02/**/18.   Suddenlink made attempts to...

contact [redacted] on 02/** & 02/** which were unsuccessful. Suddenlink has since sent a letter to [redacted] requesting immediate contact which included contact information.   Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.     Eric H[redacted] Customer Loyalty & Corporate Escalations [redacted]
[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:

A credit was issued. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer's equipment was picked up on 1/*/18. Attempts to speak with the customer to clarify the additional complaints were unsuccessful.

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:
After talking to the company representative, we reject his argument that we should still pay for service that was not provided to us by his company. We talked to a [redacted] representative, and he said this is not "standard industry practice." Optimum says "many cable companies do this" but refused to name even one that does. Optimum representative says customers were informed of changes in terms of service by "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], 2016; and additional email messaging for electronic billing customers directing them to read the bill for updates." The reference to the change was buried in small type on the back of the bill and was vague--it did not specifically say that customers would be charged for those days until the end of the billing cycle when service was not being provided. Past practice in this industry has always been that service--and billing--stops when the equipment is returned. Optimum is using sneaky customer-unfriendly tactics to milk a few more dollars fro customers by charging for services that are not provided.  
[redacted]

We are in receipt of the [redacted] complaint. In her complaint, [redacted] states she was required to pay an outstanding bill acquired by her daughter before new services could be installed. After reviewing the account, there were services installed at the [redacted], from 2008...

-2010. The occupant at this address shared the same last name as [redacted]. After proof that [redacted] did not occupy the resident during the time of the write off, we were able to proceed with the installation. The services were installed on 2/**/18. We spoke with [redacted] on 3/**/18, to confirm a resolution has been made. She has our contact information should she have any more questions or concerns. We trust that we have satisfied our obligations in regards to this complaint.

Optimum has attempted to reach the customer, but has been unsuccessful. A message was left with Optimums contact information and further attempts will be made.

[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 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.
In 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; [redacted] WiFi’s more than 1.5 million hotspots, as well as Cable WiFi hotspots; [redacted] e-mail; News 12 Networks and Newsday.com.
On 2/**/17, a representative of [redacted] spoke with [redacted] in response to the complaint. Our representative educated [redacted] on the new Terms of Service and answered his questions.

Customer is disputing $628 in charges on her account and would like every customers billing charges reviewed. Upon review of this complaint, it was determined that the customer had a 0 balance as of 8-**-16. September - October bill due Oct. * for $151.88. No payment , new bill generated Oct. -...

Nov.  $311.33 due 10/*/16, customer paid Oct. ** past due of $151.88, $159.45 was due 11/*/16.  Paid $159.45 in Nov. for Oct. *. New bill generated and new total $394.87. Dec. - Jan. $583.53. Customer received credits in January for outlet installation and service restoration fee made bill $388.48 + restoration fee total $399.08. 1/*/17 payment received for $189.29 balance now 209.66. Jan. bill prints with new charges bill $387.91. Feb. * payment received $188.66, new balance $200.30. New bill prints making balance 388.35. Made payment in Feb. for 189.70, balance $198.65. New bill prints Mar-Apr. $376.69 with data overage notification. Payment made Apr. * $198.65, remaining balance $188.64. New bill prints for Apr-May new balance $366.70. Payment received for $178.04 on Apr. ** balance now $188.66. May - June statement prints $372.32. Paid past due of 188.66. Balance left $188.66. New bill prints for Jun - Jul. includes overage charges for extra data for $74.20 balance now 440.93. Paid 188.76 on 7/*/17. New bill prints with overage charges for $42.40 balance now $296.67. Account showed a past due amount of 63.61 being due however bc the 1st payment made of $188.66 rejected it was applied back to the current bucket with 63.61 so bill would have been $252.27 past due. Payment received for 63.61 on Aug. *. However new printed with the $188.66 added back back new total 419.01 + past due balance and new charges for Aug - Sep. with 21.00 in overages. New bill total $864.37. Billing is valid and customer will receive no credits for this account. Past due amount of $628.86 needs to be paid before service can be restored.

The complaint filed by the above-referenced consumer has been forwarded to my attention for investigation and handling. Altice USA, Inc. (“Altice”) is the parent company of Suddenlink Communications and is responding on its behalf). [redacted] account was researched and found that he requested the...

account be closed as soon as possible on November **; which was 10days after he originally schedule the disconnect to be December **.  The account last billing reflects that all charges stop as of November **; and physical disconnect completed on December **. The final balance on the account was $11.29 paid on December ** by [redacted]. Suddenlink attempted to reach [redacted]; however was unsuccessful. If [redacted] has any questions he can contact Suddenlink contact information which was left on voicemail regarding this case. Suddenlink trusts that we have satisfied our obligations with respect to this complaint.

On 6/*/17 Altice contacted the customer to address their concerns about their final bill. 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. In 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 1.5 million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News 12 Networks and [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:[redacted]I am sorry that I filed an additional complaint against cablevision for the same issue. I thought that complaint was dismissed by cablevision. Thank you for letting me know the procedures for following such complaints.As per my own investigation, one cablevision box was billed to my current residence since year 2012 even though this box never had left the cablevision store. It is only fair if this overcharge be fully refunded to the accounts which was owned by [redacted] in 2012-2015 and then by me since 2015. This account also was billed for a penalty of late payments. I also request the refund of this penalty since the account always had an excess of fund due to this overcharge. Sincerely,[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 $300. [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 2017 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 2017 which shows that the account was active and the service was being used. Suddenlink’s local office received the equipment on January *, 2018 and that charge was reversed for the equipment. According 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 account. Suddenlink apologizes for the inconvenience this may have caused; however, Suddenlink finds the write off amount totaling $296.35 to be accurate.   Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

On 12/**/17, Altice contacted the customer to address their concerns about their final bill.  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].

On 2/**/16 the customer contacted Cablevision to remove TV and Phone services. The Sales representative told the customer he would pay $69.95 for Ultra 50 internet service but failed to mention this included our Service Protection Plan. Regarding our terms; the "Extra Details" link on [redacted]...

for triple play promotions states "[redacted] [redacted]” therefore, by removing TV and phone service the customer lost his prior promotion. On 3/*/16 the customer called in to advise of the billing error. During the call, the customer service representative placed the customer on hold and checked with a Supervisor who verified the customer did not order the Service Protection Plan and advised we would credit the customer for the charge. The customer was told he would see an adjustment on his next bill and the call ended. The Service Protection Plan has been removed, and the charge has been credited through 2/**/16. On 3/**/16 & 3/**/16 attempts to call the customer regarding the Revdex.com complaint were made; however, the customer did not answer and his voicemail was full. On 3/**/16 a no contact letter was sent with our contact information.