J. Doyle Backhoe Service

Altice USA, Inc. (“Altice”) is the parent company of Suddenlink Communications and is responding on its behalf. Suddenlink investigated [redacted]’ former account; after verifying the interaction of service order.  Suddenlink credit the activation fee of $100.00 as well as installation fee...

of $10 and first month charge. The former account has a 0 balance with Suddenlink. Suddenlink was unable to neither make contact with [redacted] nor leave a message being that voicemail wasn’t setup.  A no contact letter will be sent to [redacted]. Suddenlink trusts that we have satisfied our obligation to this complaint and no further contact is necessary.

The customer complains that he has been trying to obtain Suddenlink services for over 18 months and has been getting the runaround. Upon 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 bore. The customer was unwilling to wait to have the road bore completed. This caused the account to lock and made the address unserviceable. The field team has responded and is escalating the road bore and drop bury has been expedited and submitted for completion. Customer is satisfied with the results.

Customer complains that they disconnected services on 9/*/17 and were billed until 9/**/17 and would like the charges prorated. Upon investigation of the complaint, it was determined that the customer called in to the call center on 9/*/17 to request a disconnect of cable services. The customer's...

billing period runs from the 24 - 25 of each month. Suddenlink bills a month in advance and bills customers to the end of their billing cycle. Since the customer requested disconnect of services on 9/*/17, they were billed accordingly. This charge is valid and will not be removed. Suddenlink attempted to reach the customer at the phone number provided to no avail. Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

On 3/*/17, Suddenlink spoke with the customer to acknowledge her Revdex.com complaint. Suddenlink informed the customer HBO has been on the account since installation in 2011 and each billing statement displayed a breakdown of the services [redacted] subscribed to.  [redacted] did not contact...

Suddenlink to request to remove this service. Prior to Suddenlink receiving this Revdex.com complaint, [redacted] spoke with Customer Service where HBO was removed and in good faith, a 1-month credit was applied to her account.

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 this. If not, is it possible to re-open this case?

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

[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 [redacted].   [redacted] has been unable to reach [redacted] regarding her complaint. Several messages were left via phone, as well a No Contact Email. Tell us why here...

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 Newsday.com. Optimum has been unable to reach the customer regarding this complaint. Contact information has been left via email and phone.Tell us why here...

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 cable installer was professional and installed my cable and internet.  However, apparently it was a difficult install requiring more time.1.)  He stated that he did not have time to install cable in the office.  He did tell me that I could reschedule another visit but I was later informed that this would be a fee.  2.)  We (cable installer and I) agreed that the cable box would be located in the bedroom.  However, when he left I noticed that it was in the living room.  The box is bulky and I'm afraid it will not be safe and supported on my small mantle.  I would move it but I'm afraid that disconnecting it will cause problems with my cable. 3.)  I did not receive a channel guide.  [redacted]  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Suddenlink spoke with [redacted] in regards to complaint disputing charges and receivers. [redacted]'s account was credit for the outlet charges; as well adjustments for prorate charges accrued on the account. Suddenlink advised [redacted]; she would need to exchange the DVR for a HD receiver. [redacted]...

[redacted] account has a credit on the account. 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:

[This is just another Sneaky Business Tactic that  [redacted] should be Denied in Practicing. I was NOT told of this tactic when I ordered the service NOR was I reminded of this tactic when I phoned to cancel my service. Instead, I was told by Agent [redacted] to take my Equipment to the local office which I did do, the Very Next Day. Due to their Negligence in Properly Training their Staff, I feel I should not have to pay the amount they say I owe, which last time I looked was approximately $156.00. Now, they are even allowed to ruin my credit if I don't pay, which I have no intention of doing.Sincerely,[redacted] Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On 2/**/18, Altice contacted the customer and advised that a credit of $80.00 would be applied to her March billing statement. The customer is satisfied.

Suddenlink spoke with [redacted] on May [redacted] to apologize for the situation she endured with the billing process, and call center. I applied a one-time credit to satisfy the customer’s billing concerns, and she made the monthly payment with me over the phone. [redacted] has our contact information if she has any further questions or concerns.  At this time Suddenlink believes this issue to be resolved.

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]. Optimum has reviewed the customers account and found no errors with their final billing. The customer has since made their final payment, leave a balance of zero. Optimum attempted to contact the customer but could only leave a message. A no contact email was sent.

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 overall service seems to be better but most of us in my area are not getting the high speed we are paying extra for, and the cable company claims we have too many people for the equipment that is in place, which can't be as I am home during the week when everyone else is at work and my speed lags at times, and as customers we never get any kind of credit for down time on their part. All I want is to get what I pay for nothing more, nothing less, why is this such a hard concept for Suddenlink to understand.- [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:

  I have called several times  and left my cell # and nobody has called me back.  Today I received my bill which include the $85 service charge I want them to waive. Not sure what I would do. Can you help here?
[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:

I just signed up in November of 2016 to get this service. No one mentioned to read anything on any online page, nor did I see any banner with updates on it. I was told when I went to disconnect that I had to pay through until the end of the bill cycle, and was totally unaware of this practice. This should be illegal to have to pay for a service that I am not using. This is NOT made aware to customers when signing up. That is my issue. Had I learned this, amongst other things regarding their service, I would NOT have used it. It is a scam and there are many many other complaints online regarding this practice. Something needs to be done about it. When you go to sign up, they need to explain that to customers, not when  you got disconnect. I will not pay for an entire month when I did not use an entire month of service.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In his Revdex.com complaint, [redacted] states he was promised Optimum would pay his [redacted] ETF (early termination fee).  [redacted] installed Internet service (OOL) in May 2012 and accepted a 1-year promotion, ending on 3/**/13.   On 3/**/13, he upgraded his service and was offered a “Winback...

Promotional Video Offer” which he accepted.  The Winback offer required him to provide a copy of his active bill from his current provider, which he gave to the Optimum technician.  This promotion expired on 4/**/14.  No further contact by [redacted] was made regarding an ETF until the account was disconnected and assigned to collections on 11/**/14 (Optimum’s 3rd party collection agencies will report account balances of $100 or greater that have been written-off to the major credit bureaus).  On 12/*/14 [redacted] was contacted to discuss the November 2014 Revdex.com complaint with the Optimum’s corporate office.  At that time, [redacted] was advised the only way we could reimburse him for an ETF going forward, would require him to reactivate his account. The call was disconnected and we called back to ensure the call was not dropped by us; [redacted] answered, stated his dissatisfaction and disconnected the call.  On 6/*/16, an Optimum Specialist spoke to [redacted] to reiterate what he was told on 12/*/14. Optimum does not offer residential contracts and our customer can cancel without penalty.  [redacted] has been provided our direct contact information.

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]
 I have not received the credit. I will notify Revdex.com once credit is received and we can close the case then. I ask Optimum to go through Revdex.com instead of contactimg me directly. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On 5/**/16, an Optimum specialist spoke to the customer advising him that his Triple Play promotion ended on 4/*/16.  Each monthly statement during that promotional time period reflected the promotional rate with the promotional savings as well as stating "effective until 04/**/2016".  On...

4/*/16, the customer's rates reverted our regularly posted rates.  [redacted] contacted Optimum on 5/**/16 requesting to remove the telephone service; however, after speaking with Optimum Sales the customer accepted a new Double Play OOL/OV (with phone service) promotion, which expires on 6/*/16.  The customer was informed that no credit is warranted.