J. Doyle Backhoe Service

Suddenlink has received *** ***’s complaint regarding service issuesIn her complaint *** *** states a technician came to the home and could not hook up her internet serviceShe states another technician came out to the home and says they were not allowed to hook up internet service because
a line had not been buriedShe states it took two weeks before the line was buried but after the line was buried, she states Suddenlink needed permission from the landlord to create a new outlet at the residence Suddenlink has researched *** ***’s issue and show that Suddenlink had two technicians come to the home and while on site at the residence, found no issues with Suddenlink services and no repairs were neededSuddenlink contractors do have a timeframe of going out to the home to bury the line according to the scheduled work order*** ***’s services are working properly and no additional contact is necessary. Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

On 9/**/16, *** spoke with the customer and reiterated our Service Call policy, specifically when cancelling at the door*** advised the customer of the various ways of contacting us: via the pre-call emails/texts/phone calls, via our automated system when calling from home, and
***.net*** verified though the customer was correctly advised of the fee, the agent who canceled the order, did not enter the charge in the system and the customer was not charged*** advised we will not charge the customer this time but advised going forward the customer will be charged when cancelling a service call at the doorThe customer understood and did not require further assistance

Between 10/*/and 10/**/17, Optimum made multiple unsuccessful attempts to contact the customer to address the customer’s concerns regarding promotional eligibilityOn 10/**/17, a no contact letter was mailed to the customer; Optimum remains available to address the customer’s concerns; if
contacted

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:
[ *** *** 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/*/16. The customer was informed that no credit is warranted. ]
I have reviewed the response made by the business and found:The business made incorrect statementNoone contacted me to remove the telephone service. The optimum sales agent indicated that phone service did not make any difference for meAnd in addition, the sales agent did not advise that I will pay extra price once promotion will be endedSummary: the business mislead you, provided half of the story. I assume that they did it because it is easier for the business to reject my claimThey used a scam technique
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 resolved
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 behalfSuddenlink researched *** *** account and reviewed the call
*** *** didn’t request HBO or Showtime; those both were removed off the account and prorated to not reflect a cost*** *** requested December ** for install and was told that would be his installed dateThe install was rescheduled, a credit of $was provided for the tech arriving lateSuddenlink will address the sales order process internally with the representativeSuddenlink spoke with *** *** who stated he was disappointed with the process; however nothing further is needed since the account has been correctedWe trust that we have satisfied our obligation in regards to this complaint and no further contact is necessary

Suddenlink has received *** *** complaint regarding issues with her internet speeds & our process for escalating field issuesAfter reviewing the account, it was determined that *** *** did contact Suddenlink and she was informed by a field contractor that her line to the
residence needed to be replacedFurther investigation determined on 2/** by a Suddenlink field tech the line was fine and didn’t need to be replacedThe information has been sent over to the field leadership for coaching opportunitiesSuddenlink contacted *** *** on 2/**/and informed her of the information above she received credit on 2/*/and received additional credits on 2/**/for service related issuesSuddenlink trusts 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# ***, and have determined that my complaint has NOT been resolved because:Good afternoon, I am *** *** sending you this line in the response of my complaint ID # ***, against cablevision, and they decisions requested me to mail them my passport and social security for a phone dispute against their falsely, illegally billing about me for no services connected in because I've never got services with cablevision in 2008, and no services connected from 08/***2017,after paying $94.00,for service in the month of August, on 08/**/2017, they took my money, and disconnected my service then illegally billing me, $335.00, for 3, months for disconnected services, then falsely alleged a balance $for when I've never got service with cable vision in 2008.Thus under this ground I shall not mail my IDs to cablevision and also doesn't require my picture ID for any phone dispute because there never be any pictures ID involved as cablevision told me, that they didn't have any IDs from the thief person who used my ID in have TV connection with them, and also as I've told by cablevision that ID doesn't required by any person buying TV services from them, also shall not be required for any phone dispute.Which caused that I've refused to send my passport, and my social security to cablevision under these grounds as follows:(a) Cablevision is my opponent I shouldn't my passport, and my social security to them (cablevision) to add more allegation against me, if so my ID should disclose to Revdex.com where my complaint filled against cablevision, and when Revdex.com receives my ID they should not mailed them to my (opponent) cable vision to uses them to fulfill their billing collection, and scamming billing collection,Therefore *** *** my IDs is available to you Revdex.com only at any times, and thank you for your times and your understanding I n this matter of importanceRespectfully submitted to Revdex.com 09/**/ *** ***

Suddenlink has received *** *** complaint disputing her February statement After further research it was found that the charges on the statement are valid and cannot be removed Suddenlink has attempted to contact *** *** in regards to the above information
but has been unsuccessfulA letter with our contact information has been sent to *** *** should she request any further assistance on this matter We trust we have satisfied our obligations in regards to this complaint and no further contact is needed

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:
Standing behind an unpopular policy is not good customer service, will not win you repeat or new customers when they hear about this policy, and is therefore not an appropriate response if *** wishes to grow and remain competitive.
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 have determined that my complaint has NOT been resolved because:
I have returned emails and calls from the customer service representative from Optimum who contacted me, but received no responseIn addition, the New Jersey Board of Public Utilities informed me that by not prorating my bill, Optimum is violating New Jersey Administrative Code ***and advised me to contact the New Jersey attorney general’s office.In addition, I was an optimum customer since June For years, I’ve paid my bill by phone and have not received a paper bill from Optimum in years As such, I never received a bill with this clause Optimum sent me a paper bill with this clause after Ihad already canceled my services.To charge people for services after a cancellation because they had “access” to the product is a dangerous precedent It’s like a store charging you for items you didn’t purchase because you had “access” to other items while you were in the storeDoes Optimum expect all people who cancel their services to have to schedule their installation from their new provider on the first of the monthHow absurd and impractical is that?***

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 regarding
internet service issuesSuddenlink had a technician out on March *, who was able to verify both the plant and house wiring was correctWhile at *** ***’s location the technician ran multiple speed tests and was unable to find any issues with internet speed or connectivity*** *** using his own equipment however did experience issues and was found to be losing connectivity on his end, no issues were found within Suddenlink lines or equipment
*** *** is aware of the findings from his location as well as issues are with his personal owned equipment
Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

On 12/**/15, a Cablevision specialist spoke to *** *** advising that her name and address have been removed from our mailing listShe understands this will go into effect within daysAn apology was offered for the poor experience and she was provided with our direct contact information
should she have any additional concerns. *** *** is satisfied

*** has been unsuccessful with speaking with the customer although remains available to further discuss the customer’s concerns should they contact us

On 1/**/18, Altice spoke with the customer and explained that the box that was disputed was originally installed at their home on 12/*/( verified by the signed work order)The customer is aware that Optimum has not received any billing dispute for this cable box until January The cable box
has been removed from the customer's account as a courtesy, this is not a verified billing errorOptimum has confirmed that the customer is no longer being charged for the disputed box; however, no credit for the past months is warranted

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:
When we initially called to transfer service, no such Policy update was provided to usAt the initial call in the beginning of February when we learned that we were moving to an out of network/service area, we updated the address to our new address and were advised to just call back when we were ready to cancel (again, no mention of the new policy to not prorate)It wasn't until we called back to cancel that we learned of the new policyWe are on auto pay, so Placing notification is color on the bill wouldn't be valauble at all. We signed up and agreed to pay for Internet and cable services in our home, which this company will not/cannot provide to us.
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 resolved. thank Revdex.com for their imput
Sincerely,
*** ***

On 6/**/17, Optimum’s Field Service spoke with *** *** advising that his requested reimbursement will be honored and processed in approximately two (2) weeksThe customer is satisfied

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:
This is NOT what I agreed to with Toya from Suddenlink when I spoke with her yesterday The agreement was that the $service fee would be eliminated from my billing and that TOTAL MONTHLY BILLING would be $for the next months or until July of This amount of billing would NOT include the Safeguard Insurance premium I would appreciate you stepping in here as I can not trust anything I hear from this corporation I am willing to go forward with the agreement as stated above And I would prefer not discussing this matter further with them I want everything in writing, by email, so I have evidence of what was said and agreed to Suddenlink states they record their telephone communications, so why not request a copy of my March * telephone conference with Toya from their Customer Retention Department?Thank 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 have determined that my complaint has NOT been resolved because:
I attempted to contact Optimum on 09/**/before the monthly period of 10/**/to 10/**/beganI used their IVR phone prompts and stated I wanted to cancel and was forwarded by the system to an extension which stated their office was closed (assuming because it was on a Saturday)I feel I should not be held liable as a consumer for services which I am not usingI switched to another provider on 09/**/and attempted to call themIt was not my fault their office was closedHow can a company charge for services that a customer is not using? This is wrong whether it's policy or not
*** ***