J. Doyle Backhoe Service

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 am checking with [redacted] to locate the records of my call..... 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Suddenlink received [redacted]'s complaint in regards to slow speeds, and escalated the issue to the field management team in his area.On November [redacted], Field management team sent a technician out to [redacted]'s home. The technican ran several speed test while on site, some where good but most...

showed to get slow speeds. The technician checked all levels and wiring inside and outside the home and was unable to fine any issues. The technician advised the customer that he needed to run to the office to get a laptop and a test modem. The customer stated he had several things to do and agreed to come back out on November [redacted] to run more testing and resolve the speed issues. On November [redacted], Field management team attempted to go to [redacted]'s home but was advised that he would not be available and requested to reschedule to November [redacted].[redacted] has the field management's contact information and we will continue to work with him through this process.We feel we have satisfied our obligations in regards to this complaint and will continue to do so going forward.

An update to [redacted] current disconnect policy was included with all of our subscribers September 2016 invoice. As per the ‘Option Updates’ section of the customer’s September 2016 invoice: “Effective October **, 2016, service cancellations become effective on the last day of the then-current...

billing period. [redacted] services remain available to you for the full billing period and there are no partial credits or refunds of monthly charges already billed. For more details, please visit: [redacted].” The customer was correctly advised of our policy and [redacted] considers this matter closed.

On Februrary 28th, 2017, a representative of Optimum contacted Mrs. Stanley in response to the complaint.  Our representative educated Mrs. Stanley on the new Terms of Service and answered her questions. After review, a customer service representative incorrectly advised the customer...

that the bill would be voided. Internal measures will be taken to address this representatives actions. As per our terms of service, the customer is still responsible for the bill as Optimum does not pro-rate for disconnecting in the middle of a billing cycle and bills on a month to month basis. 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 10th; 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.

Suddenlink has received [redacted] complaint stating she has been on autopay and on January *, 2018 [redacted] states she went into the local office to disconnect the cable service and keep internet only. [redacted] states currently in March, she is receiving phone calls that her bill was not paid....

[redacted] states she was also advised that she was no longer on autopay. Due to the error with autopay, [redacted] is requesting the $10.00 late fee that she was charged to be waived.   Suddenlink has researched [redacted] account and show that [redacted] was on autopay up until the time of the disconnection changes with her cable services. [redacted] disconnected her cable service and upgraded her internet service which caused a system error with the autopay. As a gesture of goodwill, Suddenlink has waived the $10.00 late fee on March *, 2018. 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 spoke with [redacted] regarding his Revdex.com complaint that his service was going out along with the wind. [redacted] stated he didn’t request the safeguard and that he shouldn’t have been charged for the service call when it wasn’t offered and he felt it wasn’t his cable line in the...

beginning. At the customers request, Suddenlink removed the safeguard option from the account. We advised his monthly rate is now $158.65 (before taxes/fees). Suddenlink advised that he would be charged $50.00 for a service call involving his interior wiring issues not caused by Suddenlink. Going forward the customer will contact technical support when experiencing problems with his services and if need be, schedule an appointment. The customer understood and considers this complaint resolved.

Suddenlink received [redacted]s complaint in regards to cable, internet and phone issues. This issue was escalated to field management and maintenance for review.   Maintenance had to track down the issue over multiple days due to winter storm delays. The levels were adjusted and believed to...

have resolved the issue mentioned on January [redacted] Field Management has attempted to reach [redacted] to confirm resolution, but has been unsuccessful. They have left their contact information should [redacted] have any further questions.We trust we have satisfied our obligations in regards to this complaint and no further contact is necessary.

On 11/**/15, at 6:45 PM, [redacted] was contacted and in response of her complaint to the Revdex.com. An apology was
offered and she was advised that collection calls would be stopped and the collection
calls were stopped as requested.  The customer's payment for $124.00 was applied on 11/**/15.

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:

 we just got another bill and its still higher than what was quoted.  this is really turning into a joke. the Revdex.com is nothing more than a façade for these big companies and i'm sure you guys get a nice check from them every year.
 
 
 
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. Initially Suddenlink just wanted to refund me my money. I had to insist that the remove this from my credit record. 
Sincerely,
[redacted]

Suddenlink has received [redacted]s complaint regarding the large amount of spam emails that he is receiving per day from the single user [redacted]. [redacted] is requesting that the user be blocked so that he no longer receives emails from this particular user.   Suddenlink has...

researched [redacted]s complaint and show that Suddenlink back end team Synronoss is currently in progress of working to a resolution to resolve [redacted]s request. Suddenlink has requested that [redacted] create a folder in his webmail and relocate the spam emails that are coming to his webmail to the new folder created. Suddenlink also requested that [redacted] email copies of what the spam emails that he is requesting in .eml format to the Suddenlink email address [redacted] has been given. [redacted] states he would do the above requests but does not want it to interfere with his business. Once Suddenlink receives the .[redacted] format email examples of the spam user’s emails as well as a sub folder with the examples transferred to it, Suddenlink can promptly find a resolution for [redacted].   Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

Customer complains that he received a service call fee for a technician swapping equipment that he rents from Suddenlink each month. Customer also complains of an email issue that he feels is Suddenlink related. Upon investigation of the complaint, it was determined that the customer was billed in error for the service call fee and has been issued a credit of $65.40 which will reflect on the next billing statement. The customer's email issue is not a Suddenlink related problem. The customer can send and receive messages via their [redacted] email address. Suddenlink does not troubleshoot 3rd party email clients. Suddenlink has contacted the customer regarding this issue and they have been informed that the credit has been applied to the account. Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

At this time, I have been contacted directly by Altice USA / Optimum regarding complaint ID [redacted], however my complaint has NOT been resolved because:
Re: Revdex.com Complaint against Altice USA / Optimum ID#[redacted] (No subject) [redacted]Thanks so much for your help with this matter. The other day, we heard from the other party (they said "we have completed an investigation into the issue that was listed and believe we have addressed your concern"). Today, we sent out our newsletter and the matter appears to be resolved as the emails did not bounce back to us. (Yay!) Thanks so much for your help with this matter. We really appreciate it!

Between 6/[redacted]17 and 6/**/17, Altice attempted to contact the customer and advise that there account now has a zero balance. Messages were left and an email was sent requesting contact. We are unable to determine the customer's level of satisfaction.

Multiple attempts to reach the customer in regards to this complaint were unsuccessful, and we sent a letter to the customer's home with our direct contact information. We remain ready and willing to assist the customer, should she contact us.

In review of the customer's calls and account, it was determined that the customer attempted to disconnect his service on 7/**/17, not 6/**/17. During this call, the customer was advised that all disconnects take affect during the then-current billing cycle, which was at the time, between 7/**/17...

and 8/**/17. The customer was advised that we could not enter the disconnect until after his phone number was ported to his new carrier, as a pending disconnect would block a port order. The customer agreed to call back to disconnect the service one his new carrier had ownership of the number. However, the customer never called in until 8/**/17, the beginning of his new billing cycle. As the customer called in on 8/**/17, the disconnect took effect at the end of his then current billing cycle, which is 8/**/17 through 9/**/17. We are unable to provide credit at this time.

Suddenlink received [redacted]'s complaint in regards to service impairment. This issue was escalated to the field management team in his area.The field management team reached out to [redacted] and explained credit would be applied for his internet service issues, and we would follow up with the...

plant manager to resolve these issues as soon as possible.We will follow up with [redacted] after issues are repaired.We trust we have satisfied our obligations in regards to this complaint.

On 1/*/18 and 1/**/18, Altice attempted to contact the customer to address their concerns about the removal of the starz programming. Messages were left and an email was sent. Optimum remains available for the customer upon successful contact. Effective 11:59 p.m. Sunday, December **, 2017 - Altice...

USA's contract with Starz has expired. Starz and Starz Encore networks have been removed from all lineups in the Optimum and Suddenlink footprint.

An Optimum specialist spoke to [redacted] on 10/**/17 and apologized for the poor experience due to the missed appointment on 10/**/17. [redacted] understands we will be addressing this issue internally with Optimums Field Service department. [redacted] confirmed he would like to keep his account...

disconnected and required no additional assistance at this time. Optimum remains available to assist [redacted] in the event future issues arise.

Revdex.com:At this time, I have not been contacted by Altice USA / Suddenlink regarding complaint ID [redacted].Sincerely,[redacted]