J. Doyle Backhoe Service

An Optimum specialist spoke to [redacted] on 02/**/18 to address her billing concerns regarding her bulk rates. [redacted] is aware we are in the process of conducting an investigation regarding her rates.

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.

An Optimum investigation determined the customer contacted Optimum to disconnect his service before his billing cycle ended, a credit in the amount of $202.60 was posted to the customer’s account. On 12/**/17 an Optimum representative advised the customer of the credit applied to the account,...

the customer is satisfied with the resolution.

The customer was contacted and advised of the promotion that she is eligible for one year. The customer accepted the promotion.

On  11/**/17 and 11/**/17 messages were left for the customer.  A no-contact email was also sent.  We can attempt to assist the customer upon contact.

On 2/**/18, [redacted]'s account was credited for the service call fee in the amount of $80. This fee was credited twice in error, with the second credit being reversed off of the account on 3/*/18.
[redacted]'s next billing statement will reflect all credits and credit reversals.
Optimum remains open and available to assist [redacted] with any other questions or concerns he may have.

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:

 
The business again tried to justify their actions.  I was clear in my first complaint.  I should not pay for the services which I did not use.  I don't want to hear business justifications of their actions.  I told the business representative that people who made a crime also tried to justify their actions, but it does not mean that these people are criminals.I understand the business tactic: they trying to call and convince me that they are correct in their actions.  However, I already told them the Optimum that I should not pay for the phone services because I did not use it. I demand refund.  Everything else is waste of time from the business side, that's why I did not want to talk to them further.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On 7/**/17, Altice contacted the customer and advised that the TV service has been removed and that 1 year promotion rate for internet has been added. The customer was also provided with a $20 courtesy credit for the inconvenience. The customer is satisfied with the response.

On 3/**/17, the customer contacted [redacted] and was correctly advised the account was past due in the amount of $165.59 and payment was needed by 3/**/17, to avoid service interruption. [redacted] confirmed a reminder letter was mailed to the customer on 3/**/17, advising the customer of the due date....

The customer was offered and accepted a new one Triple Play offer on 12/**/16, which brought the monthly rate to $141.86 before taxes and fees. The customer is still currently on the same offer. [redacted] does not offer contracts which gives our customers the ability to disconnect services at any time. Should the customer wish to disconnect services, they must contact [redacted] during normal business hours (8:00am to 8:00pm) and should request to disconnect their services before their next bill generates. Service cancellations become effective on the last day of the then-current billing period. [redacted] services remain available to our customers for the full billing period and there are no partial credits or refunds of monthly charges already billed.

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]

The customer was visited by Field Service and it was determined that the customer's wireless network was saturated, causing intermittent and slow speeds. The technician changed the channel on the router and offered to relocate the router to a more central area of the house, but the customer...

declined. The customer accepted a credit as a courtesy based on the customer's experience.

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 don't know how much Revdex.com can do about this. I spoke on the phone with Andrew at Optimum who was very nice and handled my complaint frankly and honestly. However, he was not able to offer a rationale for _why_ Optimum has a policy of charging for services they did not provide. This still sounds to me like theft. They took my money without giving me anything in return. I have contacted my representatives in Congress and I will continue to follow up with them about it until a law is implemented that prevents any business from charging consumers for goods or services those consumers did not receive. If there is anything that Revdex.com can do to protect the interests of the American consumer in this instance, I would of course be grateful. Just know that I will never personally consider this matter resolved until the law is changed.Thank you,[redacted]
 
 
 
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. They called and offered a credit, so as long as they apply everything is fine. Thanks for your help!
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 becau
 
 I don’t understand the business response, all I know is that I asked for a discontinuation of services & then was billed anyway. I feel that I am a victim of of sloppy office practices of suddenlink. Seriously, why would I need your lousy internet service with no equipment ? At any rate, I have no money - thanks to being hit from behind by a person who was more interested in texting than paying attention to the road. I went from a nice income to zero. So stop harassing me for something I don’t owe & can’t pay anyway. It’s Christmas & a meager amount anyway for a huge company like you.
 
[redacted]

The customer was contacted in receipt of this complaint. The customer was out of state, so we were unable to attempt any troubleshooting steps on the Wifi service, but Optimum's technical support department is available 24 hours a day to assist should the customer want to troubleshoot the issues...

she's describing. The customer had been granted a promotion on 10/**/17 and her rate is now lower. The customer is aware of Optimum's disconnection policy and her billing cycle and if she chooses to disconnect her service, will do so at the end of the billing cycle.

Suddenlink has received [redacted]’s complaint regarding a billing increase of $10.01 per month. [redacted] states he did not subscribe to any additional service and did not have notice that his bill would increase per month. [redacted] is requesting the $10.01 to be waived from his monthly...

reoccurring billing.   Suddenlink has researched [redacted]’s complaint and show that [redacted]’s internet service increased from $45.95 per month to $55.95 per month. This increase is related to Suddenlink’s annual rate increase. Suddenlink advises of potential rate increases on the customer’s billing statement and is also notified at the start of service that the rate given is good for one year. Suddenlink is unable to waive the $10.01 increase as this is a legitimate increase in the billing. Suddenlink apologizes for any inconvenience this may have caused [redacted].   Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

Suddenlink has received [redacted] complaint in regards to the voluntary disconnect process. On July [redacted] Suddenlink spoke with [redacted] and explained that the disconnect policy was changed as of May 2016 and all customer were notified through their April 2016 statements. All customers have...

access to these statements either through the mail or online at Suddenlink.net. [redacted] is aware that no credit will be placed on the account due to this policy, but she is not in agreement with the policy and states she will continue to file complaints. She also stated that she has sought a class action lawyer on this situation. Suddenlink feels they have met their obligations to this complaint and consider it resolved.

The customer was contacted in receipt of this complaint and advised that after a review of the call, it was determined that the customer was correctly advised that after 1 year the customer could call and request that the service be removed, since it was an add on service, and no equipment would...

have to change. The customer was provided a credit for the DVR service as a courtesy.

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 do not see a credit on my account as Altice claims. (I was overseas this past week and therefore could not respond to Altice.)
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.