J. Doyle Backhoe Service

Suddenlink received [redacted] complaint regarding the $50 service call fee.   Suddenlink has researched [redacted] account and show that [redacted] had a service call scheduled for 06/**/2017 and 06/**/2017 where she states a technician never showed up. After careful research, our line...

technicians came out and repaired the issue, but never made contact with [redacted] home to advise her issue was taken care of.   Suddenlink has issued a credit to [redacted] account for $53.75 for the service fee that she was charged. [redacted] is also aware of the credit issued and finds it satisfactory.   Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

[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 [redacted]. The customers final billing has been completed and no credit is warranted for this matter. [redacted] has attempted to contact the customer by phone but could only leave a message. No contact emails were sent to the customer.

Several attempts made to contact [redacted] between 1/**/18 and 1/**/18 were unsuccessful. A No Contact Letter was draft and sent to the customer's home address.
Optimum remains available and willing to assist [redacted] with her account. In order to resolve this complaint, we would need to...

speak to her to gain more information to aid in our investigation.

Suddenlink received [redacted] complaint regarding the DVR equipment charge in write off status.   Suddenlink has researched [redacted] account and concluded that [redacted] returned the DVR to the local office and did not obtain a receipt. [redacted] did not have a disconnection set...

up so Suddenlink local office was awaiting the process to fulfill to have a disconnection set up and [redacted] had to leave the local office to head out of town.   Suddenlink has marked the DVR equipment into lost status and the credit of $387.00 will be applied to the balance in write off status in collections within 24-48 hours from 07/**/2017.   Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

Revdex.com:I want to make it very clear, that although I am closing this complaint, Suddenlink is a cheating, deceptive and unethical company that forces small-town customers to pay over double (as compared to Charter) for their services, because they have a monopoly on those small towns, and therefore cheat them for every penny they can get.  Suddenlink is a disgusting company, and a perfect example of the kind of company the Revdex.com is supposed to protect us from.
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]

[redacted]
[redacted]   [redacted]
 
 
[redacted] Dear [redacted]   We have attempted to reach you by phone; however we have been unsuccessful in our efforts. We would like to speak with you to address your concerns. Please contact us at your convenience...

by phone at ###-###-####, or email us at [redacted] We are available Monday through Friday 10:00am until 7:00pm (Central Standard Time).   Respectfully,   Taj D[redacted] Corporate Escalations

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 On behalf of [redacted] I have attempted to call Sudden Link Communications twice and contact by email once, [redacted] is presently being charged for services she does not receive and services she did not order. Additionally, [redacted] was billed for technical support which she did not request, and her bill reflects basic cable services that she does not have full access to. Lastly, [redacted] is being billed for a home security system that she does not actually have nor did she request. The installation fees for services she does not receive and did not order is confounding. [redacted] requests that her bill be corrected immediately and that her basic cable service be restored without further cost to her or delay. Thanks,

Altice, 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.Altice spoke with the customer and discussed the Voluntary Disconnect Policy. The customer had been informed that he is billed through the end of each billing period, prior to when he called to disconnect his service. The customer is not satisfied that Altice will not be applying a credit, but he understands that this is Altice's position.

The customer's equipment was returned to the [redacted] walk in center on 2/**/17 and the account was credited appropriately. On 3/*/17 Optimum contacted [redacted] just to confirm that the account is now clear of any charges.

Suddenlink has received [redacted]’s complaint regarding our field escalation process. According to our records, [redacted] contacted Suddenlink on several occasions having issues with his internet services.  Techs came out however stated maintenance techs had to come out to resolve...

the issue.  Suddenlink sent a tech out on 2/*/18 to resolve the issues by replacing damaged fiber. Suddenlink issued credits for the matter on 2/**/18. Suddenlink attempted to contact [redacted] on in regards to his issues however we were unsuccessful; Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

[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].   The customer was notified of our change in policy and is responsible for the final billing of the account, which is $164.86.

On 9/**/17, Optimum reach the customer to discuss our findings. The customer ended the call with Optimum after we explained our findings. As previously stated, we did not receive a request to disconnect the account until 8/**/17. On 7/**/17, we received a request to port out the customer's number, but no contact to disconnect the account. We are unable to provide a call transcript to the customer.

Revdex.com:
I have been contacted 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 have agreed to provide me monetary credit for next month's [redacted] bill for my troubles, and have...

concurred that my recurring monthly bill thereafter shall be $62.85 plus tax.
Sincerely,
[redacted]

On 1/*/17, an [redacted] representative spoke to [redacted] advising him that we reviewed his 10/**/16 phone call with [redacted] Retention and there was no mention by him to disconnect the service. In addition, he was advised that we did not receive a port out request for TN (###-###-####). The customer was provided his balance and our direct telephone number.  An [redacted] representative spoke to [redacted] again on 1/*/17 regarding his Revdex.com Rebuttal.  We reiterated our response to [redacted] based on our investigation and asked if he had any additional concerns.  [redacted] did not have any additional questions and [redacted] confirmed he had our direct contact information should he have any further concerns.

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, Suddenlink spoke with the customer to acknowledge his rebuttal. The Suddenlink representative confirmed the customer has a $0.00 balance since all adjustments were made on 12/**/16. [redacted] has Suddenlink's contact information should he have any further questions or concerns.

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 offered to provide evidence that my last day of service or to receive service was in October 2016. [redacted] also has the capibility and signal recordings that no service was being utilized at my residence and all devices was offline. [redacted] is using bully tactics to receive payment for service they did not provide. I was not under contract and [redacted] should respect my service change and not try to bully me into paying for service not use. I have all the evidence and documentation to provide my case. [redacted] refuse to accept or view my supporting documents. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Altice USA, Inc. (“Altice”) is the parent company of Suddenlink Communications and is responding on its behalf. Suddenlink researched the account and seen where [redacted] reported on August ** that his services was out. Suddenlink schedule a technician out for the earliest available time...

which was August **. The technician came to [redacted] home on August **; and determines the problem and corrected the damage drop. August ** [redacted] contacted Suddenlink and received credit of $27.81 for August **-August **. Suddenlink attempted to follow-up with [redacted]; there was no answer and voicemail was left to contact Suddenlink.  A “No Contact Letter” will be sent to [redacted]. Suddenlink believes that we have satisfied our obligations in regards to this complaint.