J. Doyle Backhoe Service

Suddenlink spoke with [redacted] in regards to her outstanding balance of $She was advised that Suddenlink sends bills to the address she provided or the email address providedAll notifications of any bill increases or changes with a customer account is on the billing statement prior to the expected start dateShe disagreed, stating Suddenlink always calls when she was a day late but not when the bill increase After reviewing the account, notes on the account shows that she was aware of the increase of billing based on her calling in to discuss past due status and monthly rate in August of [redacted] stated that her account was set up to pay through her bank and that she never received a billing statementShe stated at one point she was on paperlessI advise that her bills was sent to her email that she provided; and told that her bill was ready to view and she was to go to suddenlink.com to view her bill [redacted] stated on May **, that she just so happened to open a statement and see that she was past dueShe was advised she must open all her statements I advise [redacted] that once a customer disconnects service, Suddenlink will send a final billIf a balance remains on the account days after the disconnection, the account will be automatically sent to collections [redacted] stated she will take this further and get legal help We trust that we have satisfied our obligations with respect to this complaint

Between and 717, ECR attempted to contact [redacted] to discuss his complaintTwo voicemails and one email were left/sent with our contract info

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 ***, 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]

[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 ***; 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 million hotspots, as well as Cable WiFi hotspots; [redacted] e-mail; News Networks and [redacted] [redacted] has been unable to reach [redacted] regarding her complaintSeveral messages were left via phone, as well a No Contact EmailTell us why here

Altice has attempted to contact the customer regarding their additional concerns about our Voluntary Disconnect Policy. Messages were left and an email was sent with our contact information. 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 ***; 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] .

From - 217, Suddenlink has attempted to reach the customer, but was unsuccessfulThe customer was left a voicemail advising that he was credited for the months in questionsThe customer was also provide with Suddenlink's contact information

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

Additional attempts to reach [redacted] were made between and On a letter was mailed to [redacted] advising we have been attempting to reach him regarding the promotional offer extended to him in June of Optimum has been unsuccessful with speaking with the customer, although remains available to further discuss the customer’s concerns should they contact us

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 million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and Newsday.com.Altice spoke with the customer and discussed the Voluntary Disconnect PolicyThe customer had been informed that he is billed through the end of each billing period, prior to when he called to disconnect his serviceThe 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 and the account was credited appropriatelyOn 3/*/Optimum contacted [redacted] just to confirm that the account is now clear of any charges

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 has not contacted me by phone, email, or otherwise since the last tech came out in DecemberA tech came out, replaced a cable line- and told me someone would come outThey never did- this is another reason I have filed a complaintI pay Suddenlink as a Gigabit subscriber for Gigabit service- the highest tier of ISP speeds at a premium priceI have a Gigabit AC router on full duplexI have a channel gigabit Modem and both a wired and wireless AC connectionMy download and upload speeds have been 30-Mbps download and 10-Mbps upload - not the Gigabit (Mbps speeds Suddenlink advertises and charges me for every month)I ran multiple diagnostic speed tests and included them in this complaint to prove what I am stating [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Optimum can't charge their customer for bad servicesI was not getting the promised speed hence they have to refund me for that periodTell them to check with their technician who visited my house to fix it & they will get to know how bad my internet connection was installedTell them to stop taking advantage of customers & they should refund me for bad services cause by bad installationIn order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I was told that it will take - weeks for me to get a check in the mail for my refundAlso, I'm not sure the "debt collection" has been cancelled from the collection agency.
*** ***

On 12/* and 12/* Optimum left messages for the customer in regards to the complaint. A no-contact-email was also sent with CECR contact information

***, 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 periodWe 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 ***; 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 periodFor 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; *** WiFi’s more than million hotspots, as well as Cable WiFi hotspots; *** e-mail; News Networks and Newsday.com
On 2/**/17, a representative of *** spoke with *** *** in response to the complaintOur representative educated *** *** on the new Terms of Service and answered his questions

On 12/**/Suddenlink apologized to the customer for his poor experience and advised we would like to address his concernsThe customer was informed the disputed $install fee was refunded since he was not adequately advised of the chargeWe advised the customer he disconnected his account
on 12/**/16; therefore, we’re unable to verify the customer’s slow speed claims without an active accountWe offered to send a technician out should the customer reconnect with us; however, he was upset and not willing to let us address that issueWe reiterated there is no balance the customer owes Suddenlink at this point, and should the customer change his mind about reconnecting his account with us we’d be glad to address his slow speed claims

Cablevision confirmed a refund for $404.61, was initiated on 9/*/15, to the customer's checking account and was pending confirmation/approval from the customer's financial institutionOn 9/*/15, the customer confirmed with Cablevision that the refund was completed and would close the complaint with
the Revdex.com

The complaint filed by the above-referenced consumer has been forwarded to my attention for investigation and handlingAltice USA, Inc(“Altice”) is the parent company of Suddenlink Communications and is responding on its behalf)*** *** updated his automatic payment method on his Suddenlink
online account on December **; prior to the next months due date of December **However he was unaware that he must update payment methods with a representative over the phoneSuddenlink will credit the late fee as a gesture of goodwillIn the future *** *** should always update payment information over the phone with a representative so as to cancel any pending payments and to verify the information is process correctlyThis information has been advised to *** ***We trust that we have satisfied our obligation in regards to this complaint and no further contact is necessaryIf you have any additional questions regarding this complaint, feel free to reach me at ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** In response to my complaint to the Revdex.com I received a call from a rep from the Suddenlink call center in Tyler, TXAs always this rep was not interested in anything I, a long time customer, had to sayHe kept referring to a “terms for doing business”I had never seen such a documentThe rep said it had recently been updated and a copy was included in my billI do not receive a bill from Suddenlink as they recently began charging their customers a fee of $to send a monthly bill (that is a first for me in my years)We only get a bill via email and I never saw their updated termsNo doubt it is probably a “small print” additionI know not why important terms are hidden in such manner...it seems like an unfair business practice to me but I have no control over how they choose to do businessEven though my email statement had a 23rd of the month due date and I cancelled on the 21st I was charged a $late fee as the rep said it was actually due on the 14th...I find nothing on the email bill ever stating that factOnce again, I was not allowed to speak with a supervisor or executiveI do not know why I am not allowed to speak with anyone with any authorityI just fail to understand why a company chooses to do business in such a manner. My health will not allow me to continue to fight with a company such as SuddenlinkI submitted a check for the month of service after I cancelled plus a $late feeBoth of which I feel is unfair business practiceAt least by doing so I will never need to deal with Suddenlink againThe world is changing...I am being left behind...greed rulesI feel sorry for us allI need to hear nothing further from Suddenlink

Attempts to speak with the customer have been unsuccessful, including leaving a message with our direct contact informationWe remain ready and willing to assist the customer, should she still require assistance with this matter