J. Doyle Backhoe Service

After review of the customer’s account history, the customer has contacted Cablevision once in the last six months regarding a problem with their internet service (1/**/16)After contacting our technical support group, it was determined that a service technician was needed to visit the homeOn
January **, 2016, a Cablevision service technician visited the customers home in response to their service complaint regarding slow internet speedsAfter troubleshooting, the technician determined the modem was defective and a portion of wiring needed to be replacedThis problem was not caused by a previous technicianThe customer was originally on a two year promotional offer, which included free international calling from July **, until July **, Upon completion of the offer, the customer would then pay for per minute callsOur rates per minute vary by country and type of phone but can be found online at ***The customer contacted Cablevision on January **, 2016, and was informed of the previous promotional offer expiring and the charges going forwardThe customer was offered and accepted a $credit towards their bill for this matterAttempts to contact the customer regarding their complaint were made on January ***, ***, and February ***, but could only leave voice mail messagesA no contact letter was mailed on February *, Cablevision has not received any return calls regarding the complaint and considers this matter closed

We have received *** ***'s complaint in regards to the equipment charges. *** *** has not provided any new information to further address, and as stated in previous response these charges are valid and no credit will be provided.We feel 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 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: The business did called on 12/**, and the individual said he was going to call back with the tracking # of the shipment, and as of today, December *** 2017, no tracking # was provided, and I'm still waiting for the tracking #.This company has not responde to the complain with the information requested, hence the complain has not been address. *** ***

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 did not give me a refund nor did they restore the starz channels.*** ***

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:
They called ONCE on SATURDAY. The message appears they were unfamiliar with my complaintThen told to call back on Tuesday Feb *** since they will be out of the office. Still awaiting refund check Not in today's mail
*** ***

Review of the account finds that the customer made all orders from the *** remote on 12/**/16, between 8:46am and 8:48am. The ording process takes several steps and requires the customer to confirm before making an orderNo credit can be offers for this issue

Customer complains of poor cable, phone, and internet in Royse City, TXUpon investigation of the complaint it was determined that this was a maintenance issue that has been corrected by SuddenlinkThe customer was contacted on 12/*/and states that the issue is fixed and he is no longer
having any problemsThe customer considers the complaint to be resolved

***, 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 3/**/17, a representative of *** contacted *** *** in response to the complaint; a voice mail was left and an email sent with contact information*** remains available to further discussed the new Terms of Service and answer their questions upon their contact

On 3/**/Optimum removed the customer's cable lines from the house at the customer's request

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 reject ur response , u never addresssed the fact that ur initial ttweet ch did not do anything he was told to doThe prepayment was rejected due to the fact ur rep keyed the acct info incorrectlyA $credit for a day of my time to have to install services is not a satisfactionI provided th gentleman my info for the payment again just to find out he keyed that punt wrong which when I spoke to the rep I could provide bank statements showing I had the funds in thereUr focus on my payment more than the fact of how unsatisfactory ur tech was and how no services were installed on a installation date I never agreed uponU offered me a $credit which is an insult for a fist time customer who had issues with a tech, install, payment and now this I choseIt to want to continue ur service for th lack of customer service and willingness to assist Why do I have to pay any prepayment when I had to do the install myself? So unprofessionalThis complaint just got answered now when this happened a month agoAgain very unprofessional and I will do as much I can to try and make sure no one selects u as a carrier U tak no ownership of any issuesI wonder if my pm t was done correctly how would ur response be
*** ***

On 12/**/16, Optimum sent the customer a no contact letter as we were unable to reach the customer at the number she provided in her Revdex.com complaintAfter receiving this customer's rebuttal, Optimum made several additional attempts to follow up with the customer but *** *** has not returned our callShould the customer contact us back, we will discuss any further questions or concerns she has regarding her account

Several attempts to address the customer’s billing issue were madeThe customer was advised that our investigation determined that in addition to monthly reoccurring Direct Debit, the customer scheduled automatic payments on 10/**/15, via ***On 12/*/15, at the customer’s request,
automatic payments scheduled via *** were cancelled. When speaking with a representative on 12/*/15, the customer was advised that a written request was needed for cancellation of his Direct Debit payments. The reoccurring Direct Debit option was later cancelled by Cablevision on 2/*/due to the 1/**/payment that was returned payment (account closed); a letter was mailed to notify the customer as notification of the cancellation and the $fee was credited as a courtesy Also, two payments were applied to the customer’s account on 11/**/& 11/**/On 12/*/15, Cablevision refunded the duplicate payment as the customer requested. The amount was refunded and reversed against the account on 12/**/15, and then posted with the customer’s bank on 12/**/The payment issue occurred because two recurring payment methods were setup: Direct Debit which was originally set up a number of years ago; and Automatic Payments set up via the *** website in October Over the past several months, the customer’s billing was addressed several times, via chat, email and phone and additonal attempts to reach the customer by phone and by letter were unsuccessfulA transaction detail was also emailed to the customerFinally, on 2/**/16, the customer was advised that with regard to his request for us to deduct payment from his bank account, his account does not have automatic recurring payments set up with Optimum, allowing for payment deduction from his bank account as he requestedHe was also advised he would need to initiate payment via our website *** or by phone ###-###-####

Suddenlink, 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 or after May**, 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 have access to their Suddenlink portal account on the worldwide web through the end of their monthly service period - this includes access to *** and the great shows and live TV available online through that serviceThey will also continue to have access to their e-mail through the end of their last monthly service period.Suddenlink explained this policy to the customer and answered her questionsThe customer is not satisfied with the result, but understands that this is *** policy

As a courtesy, a replacement Gift Card was sent to *** *** via ***Since this is a replacement card, a tracking number was provided to the customer and a signature is required for delivery*** *** has our contact information should he require further assistance

On 6/**/17, Optimum’s Field Service visited the *** customer’s home and confirmed that his *** service was restored by ***; his services and equipment was functioning

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 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 *** On 7/**/17, a representative of Optimum contacted *** ***in response to the complaint. Our representative educated *** *** on the new Terms of Service and answered *** ***squestions

Suddenlink has received *** ***’s complaint stating he is experiencing internet service issues*** *** states when streaming, it is interrupted and he is only able to use less than 10% of his service*** *** states he has had a number of technicians out to his home and is requesting a
resolution to his internet service issue Suddenlink has researched *** ***’s complaint and show that Suddenlink has discovered an issue with *** ***’s node and have made repairs and corrected the issueSuddenlink has attempted to contact *** *** and was unsuccessfulShould *** *** continue to have service issues; a voicemail was left with the contact information for the field lead that repaired the issueSuddenlink 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

On 8/**/17, Altice contacted the customer and explained that a modem fee was added to their monthly rate as of 6/*/Advised that there was a notification sent about this change in their June billing statement. Went through rates and servicesThe customer appreciated the follow up regarding
her concerns

Suddenlink has received *** ***’s complaint stating that she was charged a $payment processing fee*** ***’s account is currently in a “Cash Only Status’” caused by (2) rejected payments in a day periodAfter reviewing the account, *** *** had a rejected payment on October
***, and December ***To be transparent with our policies, the notice of a $payment processing fee is provided on every generated monthly statement, and advised before processing payment with an agentThere is a $payment processing fee if a payment is made via phone, or through chat with a Suddenlink representativeSuddenlink offers customers numerous options for making a payment to avoid this fee including: online through the Suddenlink account, by automated phone system, Suddenlink Local Office, or mail payment to our processing centerSuddenlink attempted to contact the customer on February ***, *** and ***Unfortunately we were not able to reach *** *** and a voicemail was provided and letter sent out should she need additional assistance with this matter