J. Doyle Backhoe Service

*** *** contacted the Revdex.com in regards to slow speeds & intermittent servicesSuddenlink contacted *** *** on 11/*/17 to investigate what issues he was having & the time framesResearching the account it was determined the customer had been with us since 9/*/he had never
contacted the call center to troubleshootI educated the customer on the process when he is having issues to contact the call center for supportAs a common courtesy I issued a credit for the concerns he had We trust that we have satisfied our obligation in regards to this complaint

Optimum has reached the customer and advised that we cannot validate any contact between the customer in all of August or July in any of our systems, and we cannot validate the customer's claim that a disconnect was requested in the period requestedour first contact of record was on 9/*/17, when
the account was entered for disconnect as soon as requested, to take effect at the end of the billing cycle as per processOptimum has requested the customer check his phone records, and the customer will respond back to Optimum should he find the call records in his own call records

Altice has attempted to contact the customer to address their concernsA message and email were sent requesting contactAltice remains available to assist the customer once contacted A review of the customer's call to disconnect reveals that they were informed that they were responsible for
charges up until 10/*/The customer balance of $is for charges up until 10/*/ 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 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 updatesFurthermore, 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 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; Optimum WiFi’s more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and ***

Spoke to *** ***'s fiancé, ***, on 2/**/and he confirmed that the tablet was received via *** on 2/**/*** *** asked to confirm that the previously extended box save offer was active on the account and it was confirmed that the 6-month box save was on his account as promised
Customer is happy with the resolution provided and stated he has no additional concerns

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:
First of all, NOBODY reached out to MRSStanley, They called MRStanley, The lady's name that called was Charmaine and we do not need to be educated on anything, It is Optimum that needs to educate their agents to provide customers with the correct termination of services policy as they did NOT do this as CLEARLY stated and ADMITTED to by Optimum in their responseI/We absolutely do NOT accept this response from the businessHow is it that they expect ANYONE to accept this answer and just be okay with this? They are clearly admitting to their agent providing the incorrect informationThe agent SPECIFICALLY stated that all we have to do is return the boxes within days after cancelation and there would be NO further billing, If we should get another statement then it would most likely be crossed in the mail and to disregard itThis is complete and total FRAUD, In regards to the statement of policy changes in the bill, I do not find it highlighted, bold printed or reflecting anything that would draw my attention to this, In addition to this, We are or were PAPERLESS customers and when we signed up for PAPERLESS, IT CLEARLY STATED THAT WE WERE SIGNING UP FOR PAPERLESS BILLING "AND" NOTICES BY WAYS OF "ELECTRONIC MAIL" Where is the email that notified us or any other customer? There is none, Lastly, We contracted with CABLEVISION, Which apparently was taken over by OPTIMUM which is apparently owned and operated by ATLICE, Where were the customers notified of this!??? This is nothing more than an attempt by this company to flat out rip off their customersWe followed the SPECIFIC instructions that were provided to us by the agents of the company, If they are too uneducated on the policies of the company, How is it that they want the customers to know the "New Policy" I have also escalated this matter to the FCC, FTC, Attorney General, Consumer Affairs as if you simply google "Optimum charges after disconnections" There are THOUSANDS of customers experiencing the EXACT SAME THING, BEING TOLD THE SAME THINGS WORD FOR WORD BY THE COMPANINES AGENTS, This is unethical and borderline ILLEGAL business practicesESPECIALLY THE FACT THAT PAPERLESS CUSTOMERS WITH DIRECT DEBIT SHOULD OF BEEN PROVIDED WITH A SEPERATE NOTICE OF POLICY CHANGE, There is NO valid reason not to receive a notice besides to mislead customers and take money from that that does NOT belong to the companySTOP saying the services were still available for days that's BS! They were IMMEDIATELY TURNED OFF and THE AGENTS NEVER STATED THIS EITHER!!! We request further investigation into this matter and still request a full refund for the money they basically stole from our accountNo customer of ANY company should EVER be held liable for the mistakes of the company or their agents PERIODI also request a physical address to serve court papers to this business should this matter not be resolvedThank you
In 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 find that this resolution is satisfactory to me and the matter has been resolvedSuddenlink would not accept my request to cancel the service in April, they told me I had to call in which I didI just wanted this service to end ASAP
Sincerely,
*** ***

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,
*** ***

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:
Wuddenlunk claims they have tried to reach out and contact me regarding this matter yet I have not received a message, email, or voicemail regarding any type of tech visiting, survey being conducted, or diagnostic tests being runHow can a business claim they have tried to telephonically contact me yet not leave a message?! RidiculousI expect that this matter will simply be declared rectifiedThe efforts by the Revdex.com have been weak and Suddenlink will continue overcharging their customers for falsely advertised services , outdated equipment, and awful customer serviceNobody has been able to address the issueNobody hasswerNobody can understand what the issue isI only have one choice for my cable internet ISP and must accept that this is all I get; overcharged, and dismissed as a concerned subscriberWhat choice do I have? I need cable and internet! I guess this is the same story for most cable subscribersI'll continue dropped service, crashes, and utilizing dated equipment while paying a premium priceMonopoly? They are the only provider, as a subscriber, you get what you get and don't throw a fitService, equipment and customer help all are a direct inverse of the $a month I pay!!!!!!! I guess I'm on my ownI'm over it!
*** ***

On 10/**/15, CECR contacted the customer in response to her Revdex.com Rebuttal; however, the call ended after CECR announced their identityA call back was made and a message left for the customer with our contact informationThe findings to our investigation remain the same, as Outlook is not a product that Cablevision provides nor troubleshoots, therefore we have no control over what settings are chosen, or if another service provider overrides any settings when helping to activate under their email systemWe are not responsible for loss of contacts or emails under a product we do not offerLastly, a refund is not warranted and the balance on her account is still valid

The customer’s install was not completed on time because an underground drop needed to be buriedThis was not identified by the contact center team, as they do not have visibility of installed drops from the contact center, and the determination is made by a Field technician on arrive as to what
work needed to be completedThe Field technician did complete his survey on 10/*/16, indicating that a drop would need to be buried, which typically takes business daysThe install was scheduled and completed on 10/**/The customer did speak to a *** on 10/*/16, who rescheduled the original appointment as per availability for 10/**/16, to allow time for this underground drop to be buriedThe customer was unsatisfied by this wait, and promised callback, which was made on 10/**/The customer was also credited an additional $for her inconvenience and considers this matter closed

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: Since I have not heard anything from Suddenlink AZ how can I be satisfied? I look forward to hearing positive news soon
*** ***

Revdex.com:I was able to finally get my issue resolved with the help of Altice employee Leon working under rep is ***He was super professional and made me feel like he genuinely cared about resolving my issueHe was able to almost immediately identify the issue and contact his
supervisor to resolve itUnlike the past reps he was very professional and informativeHe actually even offered to stay on the line while I contacted Verizon and confirmed that the issue had actually been resolvedI want to thank you at the Revdex.com for reviewing my complaint and having offered to assist me in this matter but thankfully it has been resolved an I hope my Leon gets the recognition he deserves.
Sincerely,
*** ***

Suddenlink has received *** ***s complaint regarding his HD channels not operating correctly*** *** states in his complaint that recently his HD channels have been tiling and when he called in to request a technician, he was advised a Suddenlink technician would not be available until that
particular Thursday which would have been a four day wait*** *** is requesting a sooner timeframe for his appointment Suddenlink has researched *** ***s complaint and show that a Suddenlink’s maintenance team went to the home of *** *** on December **, and repaired a broken outer shield and checked the levels at the tap and found no errors after the repairAt the time of the repair *** *** was not home and the door was tagged, however a Suddenlink director made contact with *** *** on December **, and he reported that all service is working now to his satisfaction and there is no tilingAdditionally, Suddenlink HD channels are of no cost and are offered to customers free as long as the customer subscribes to a high definition capable cable boxSuddenlink apologizes for any inconvenience this may have caused *** *** Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

*** has made several attempts to contact the customer by phone and email but have not been able to speak with him*** stands by our previous response and as this is a company policy, no changes will be made to the accountShould the customer wish to discuss the matter further, our direct contact information was provided on voicemail and email

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:
My wife deserves an apology form management and I feel we deserve more than the credit given this is the second time I've had to contact the Revdex.com and obviously it does no good
*** ***

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 have seen their answer, and I want Optimun to discount the charges for their service which are around $They are are aware that I made attempts to communicate with them and wasted hours of my time and even got to the poing where they put me on collectionAlso, I wanted to discontinued my service with them before, and they know once I was transfered the calls were disconnectedSo, I was never able to disconnect my internet service, and the only way was to wait for them to do it after I stopped payingIt is ridiculous that after all my time, my efforts and even my credit (because of collection) they only come back with $courtesyI am not satisfied, and unless the full balance of $is not deleted or credited back to my account I will not be satisfied.It is unbelievable the bad service they provide because all their deparments do not talk to each otherI do not understand how they open new accounts without clients consents (this sounds just like what Wells Fargo was doing).
*** ***

After review of an interaction on 5/*/16, with our disconnect department, *** found the customer did request to disconnect their TV and phone services and only wanted to keep the internet serviceThe request to disconnect the services was not properly entered into the system causing the
customer’s billing for all three services to continueUpon receipt of the complaint, *** contacted the customer and apologized for the poor experienceThe account was back billed to the original date of request and a credit of $was applied to the accountThe customer accepted a new one year promotional offer for the internet services and was pleased with the outcome

On 5/**/16, an Optimum specialist spoke to the customer advising him that his Triple Play promotion ended on 4/*/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*** *** contacted Optimum on 5/**/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/*/The customer was informed that no credit is warranted. On 6/*/16, an Optimum Specialist spoke to the customer regarding his Revdex.com Rebuttal and advised him that the account holder would need to contact Optimum if they wanted to add or remove any service. *** *** said he did not want to speak to us regarding his additional comments and disconnected the call

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 Norice that Suddenlink HAVE NOT posted any numbers (amount of the alleged bill) on this complaint reply.Why is this?.She keep claiming that I owe money but no amount is seen in none of the replies.And again no bill was sent to me then.How did Suddenlink give me service at the current address if I have a past due balance at my old address?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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
Suddenlink has researched *** ***s complaint and shows ***
*** currently has the best pricing available for the services he is subscribed toWe have also not had any complaints of service issues from this customer since services were reconnectedAt this time we are not seeing any credits due to this account
We have attempted to contact *** *** regarding this matter on February **, and March *, and all attempts have been unsuccessfulA letter has been sent, providing our contact information, should he still require assistance on this matter
Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary