Suddenlink has received [redacted] complaint regarding Suddenlink’s RSA disconnect policy and remaining balance on the accountSuddenlink, 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 This policy was communicated to our customers prior to the change, including a prominent and detailed explanatory bill message with a web link to the new terms of service effective May **, with ongoing periodic bill message reminders; and additional email messaging for electronic billing customers directing them to read the bill for updates Once a customer’s billing cycle has begun the customer is responsible to make the payment for the full monthIf a customer chooses to disconnect services in the middle of the billing cycle the services will not be disconnected until the end of their billing cycleIn addition, when a customer contacts Suddenlink 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 In [redacted] 's case, her billing cycle was from 07/to 082017, and the disconnect was not requested until 072017.Suddenlink spoke with [redacted] on July ***, and went over the RSA disconnect policy, and although she is not in agreement with the policy she is aware that Suddenlink will not be granting any service period creditIf there are any further questions or concerns on this account [redacted] has our contact information.Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is required
Suddenlink spoke with [redacted] on May [redacted] to apologize for the situation she endured with the billing process, and call centerI applied a one-time credit to satisfy the customer’s billing concerns, and she made the monthly payment with me over the phone [redacted] has our contact information if she has any further questions or concerns At this time Suddenlink believes this issue to be resolved
On the customer contacted Cablevision to remove TV and Phone servicesThe Sales representative told the customer he would pay $for Ultra internet service but failed to mention this included our Service Protection PlanRegarding our terms; the "Extra Details" link on [redacted] for triple play promotions states " [redacted] ” therefore, by removing TV and phone service the customer lost his prior promotionOn On & attempts to call the customer regarding the Revdex.com complaint were made; however, the customer did not answer and his voicemail was fullOn a no contact letter 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 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 **, 2016; and additional email messaging for electronic billing customers directing them to read the bill for updatesIn 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; Optimum WiFi’s more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and [redacted] On an Optimum specialist spoke to [redacted] and went over Optimums service cancellation policy [redacted] is aware a prorated credit will not be issuedOptimum considers this matter resolved and remains available to assist [redacted] in the event future issues may arise
Optimum attempted to reach the customer several times between and 117; however, was unsuccessful and left messagesOn an error was found and the port request was canceledThe customer's credit card was refunded on
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] ***
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] ***
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: Optimum's corporate offices called me twice (not sure that constitutes "several") and left me two voicemails I called back and left them a voicemail during regular business hours, last Friday I have yet to receive a return call to my voicemail I am still trying to establish a dialogue with Optimum in order to resolve the problems [redacted]
Better Business Bureau: 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 resolvedI am disappointed that they were unwilling to refund the money we had been overpaying Sincerely, [redacted] ***
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.Before Suddenlink contacted me, I gave the same credit card for auto pay to Suddenlink in person, because it was a hassle to come in person and pay in cashI still do not trust the auto pay system which is why I wanted to be given back the ability to make my payments onlineThey still have not given me the ability to make payments online, so if autopay fails again, I will have to go in person to pay in cashWhen Suddenlink finally contacted me about this matter for the first time on 517, it was from a private number, but they did leave a voicemail with a number to callI returned the call immediatelyI spoke to a representative, and they had not identified why automatic payment did not go through I am still awaiting seeing the credit on my account Sincerely, [redacted] ***
Suddenlink has received [redacted] ’s complaint regarding the installation of internet service [redacted] states that he was advised that he would have to pay for the wire to be run to his home and that Suddenlink would complete the cost assessment [redacted] states he has not been contacted regarding this and Suddenlink has run a credit check and it is on his credit report Suddenlink has researched [redacted] ’s complaint and show that Suddenlink’s construction team has advised [redacted] that the cost to build to [redacted] ’s address is $A letter was mailed to [redacted] that he would be responsible for the cost to build before construction could beginThere were several attempts to reach [redacted] by phone by Suddenlink’s dispatch team and construction crew to discuss this matter, however have been unsuccessful Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary
Customer complains that he is unable to send mail via Windows mailUpon investigation of the complaint, it was determined that the customer's issue is not Suddenlink relatedThe customer can send and receive emails via [redacted] emailCustomer was informed that Suddenlink does not troubleshoot 3rd party email clientsCustomer was referred to Microsoft for further assistanceSuddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is needed
In his complaint, [redacted] states his dissatisfaction with the recent loss of Starz and StarzEncore for Optimum’s customers.Optimum is focused on providing our customers with the best content experience possible, and we are constantly evaluating which channels best meet the needs and preferences of our customersOur agreement to carry Starz and StarzEncore has expired as of December **, and the channels are no longer available on our TV lineups We understand that Starz’ decision to pull their programming from Optimum’s system was very difficult for our customers, and we regret the inconvenience that was caused by their decisionHowever, we have launched several new and exciting channels for our subscribers’ enjoyment, depending on the TV package subscribed to, which include Hallmark Drama, Sony Movies, MGM, and the Cowboy Channel Every month, Optimum pays fees to TV networks to carry their channelsAs a result, we negotiate dozens of contracts each year, the majority of which are renewed without disruption The rising cost of programming is the single greatest factor in higher cable prices, and Altice USA has been fighting hard to hold the line on escalating programming costsSince our last contract renewal, Starz began offering an over-the-top streaming service that consumers could buy directly through Starz at [redacted] or through Hulu Despite our attempts to reach a deal that made sense for all of our customers, Starz insisted on terms that would have forced us to charge customers more than what Starz’ over-the-top streaming service costs.In response to the complaint, Optimum has contacted the customer and explained Optimum's positionThe customer was also provided with month of Showtime as a free promotion
Suddenlink has received [redacted] s complaint regarding her continuous internet service issue [redacted] states her internet has not be working properly and there is a lag when she attempts gaming and or streaming [redacted] is seeking a resolution to her service issues and states she has had four different appointments for a line technician to replace the lines and states this has not been completed Suddenlink has researched [redacted] s complaint and show that Suddenlink’s maintenance and field team verified all cable and connectors on December **, and also verified the drop and all was reading a good signal [redacted] s tap was also checked all the way back to the node and Suddenlink’s field team could not locate any issues [redacted] advised and reported that her service had been fine for three days prior to the field technician going out on December **, [redacted] has the Suddenlink field technician’s contact information should she have any future issuesSuddenlink apologizes for any service issues she has encountered Suddenlink feels 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 [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedHaving said that, this should have been resolved the same day I made the phone call the Suddenlink to try and clear up this matter with their call center I was on the phone for and hour and a half , even talking to a supervisorThe supervisor refused to help me, stated that my late fee were non negotiableThat supervisor then gave me the email for their corporate office to file a complaintThe email link did not work! So then I used Suddenlin’ks online live chat to get the proper email to file a formal complaintLive chat person said that all corporate communications had been cut off and there was no way for me to file a complaintLive chat person also said my late fee was my fault and my responsibility and that I had to pay itFunny how now this matter was all of a sudden deamed an “error” on Suddenlinks behalfI should have not had to take this up with the Revdex.comThis should have been resolved with my first phone callI see a complete lacking of customer service with the Suddenlink call center and with the live chat help Sincerely, [redacted]
MrsAbbott account was disconnected on for non-pay Suddenlink received a payment on for which left her with a credit of Services were reconnected on The for the equipment charge fell off on & customer had services all the way until when the account was disconnected for non-payResearching the account it has been determined that the write off amount on this account is valid and is dueWe have attempted to reach MrsAbbott by phone on 11/ [redacted] 11/**; however we have been unsuccessful in our effortsSuddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary
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 updatesIn 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; Optimum WiFi's more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and Newsday.comOptimum has been unable to reach the customer regarding this complaintContact information has been left via email and phone.Tell us why here
Suddenlink has received [redacted] ’s complaint regarding her internet service [redacted] states that she has experienced constant outages and repeat service calls, as well as poor customer serviceOur records indicate a service call was completed on Suddenlink made attempts to contact [redacted] on 02/ [redacted] & 02/ [redacted] which were unsuccessfulSuddenlink has since sent a letter to [redacted] requesting immediate contact which included contact information Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary Eric H [redacted] Customer Loyalty & Corporate Escalations [redacted]
Suddenlink received [redacted] 's complaint in regards to being charged after she had requested for disconnection in September On or after May **, 2016, Suddenlink made a change in our Residential Service Agreement (RSA) which provides that service subscriptions are renewable on a monthly basis with no refunds provided for partial months.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 periodThis policy was communicated to our customers prior to the change, including a prominent and detailed and colorful explanatory bill message with a web link to the new terms of service effective May **, with ongoing periodic bill message reminders; and additional email messaging for electronic billing customers directing them to read the bill for updates Once a customer’s billing cycle has begun the customer is responsible to make the payment for the full monthIf a customer chooses to disconnect services in the middle of the billing cycle the services will not be disconnected until the end of their billing cycle In addition, when a customer contacts Suddenlink 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, like [redacted] , who choose to disconnect their service early and return their equipment, they will continue, via the Suddenlink website, to be able to access their email, pay their bill and view online programming via Suddenlink2Go According to our records, [redacted] requested to have her Suddenlink services disconnected on September ***The disconnection should have been scheduled in accordance with our disconnect policy for the end of her billing cycle on October ***Unfortunately, the agent she spoke with in the local and over the phone did not complete the necessary steps to ensure her disconnect for her cable, internet and phone serviceThis caused the account to accumulate charges after October ***The account has been corrected and all charges after October [redacted] have been removed from the accountEducation and retraining has been provided to the agents and their supervisors to avoid any further escalations.On November ***, Suddenlink attempted to reach [redacted] to advised her of the changes, but we were unable to make contactWe were able to leave our contact information should she need any further assistance.We trust we have satisfied our obligation in regards to this complaint and no further contact is necessary
Suddenlink has received [redacted] complaint regarding Suddenlink’s RSA disconnect policy and remaining balance on the accountSuddenlink, 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 This policy was communicated to our customers prior to the change, including a prominent and detailed explanatory bill message with a web link to the new terms of service effective May **, with ongoing periodic bill message reminders; and additional email messaging for electronic billing customers directing them to read the bill for updates Once a customer’s billing cycle has begun the customer is responsible to make the payment for the full monthIf a customer chooses to disconnect services in the middle of the billing cycle the services will not be disconnected until the end of their billing cycleIn addition, when a customer contacts Suddenlink 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 In [redacted] 's case, her billing cycle was from 07/to 082017, and the disconnect was not requested until 072017.Suddenlink spoke with [redacted] on July ***, and went over the RSA disconnect policy, and although she is not in agreement with the policy she is aware that Suddenlink will not be granting any service period creditIf there are any further questions or concerns on this account [redacted] has our contact information.Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is required
Suddenlink spoke with [redacted] on May [redacted] to apologize for the situation she endured with the billing process, and call centerI applied a one-time credit to satisfy the customer’s billing concerns, and she made the monthly payment with me over the phone [redacted] has our contact information if she has any further questions or concerns At this time Suddenlink believes this issue to be resolved
On the customer contacted Cablevision to remove TV and Phone servicesThe Sales representative told the customer he would pay $for Ultra internet service but failed to mention this included our Service Protection PlanRegarding our terms; the "Extra Details" link on [redacted] for triple play promotions states " [redacted] ” therefore, by removing TV and phone service the customer lost his prior promotionOn On & attempts to call the customer regarding the Revdex.com complaint were made; however, the customer did not answer and his voicemail was fullOn a no contact letter 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 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 **, 2016; and additional email messaging for electronic billing customers directing them to read the bill for updatesIn 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; Optimum WiFi’s more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and [redacted] On an Optimum specialist spoke to [redacted] and went over Optimums service cancellation policy [redacted] is aware a prorated credit will not be issuedOptimum considers this matter resolved and remains available to assist [redacted] in the event future issues may arise
Optimum attempted to reach the customer several times between and 117; however, was unsuccessful and left messagesOn an error was found and the port request was canceledThe customer's credit card was refunded on
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] ***
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] ***
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: Optimum's corporate offices called me twice (not sure that constitutes "several") and left me two voicemails I called back and left them a voicemail during regular business hours, last Friday I have yet to receive a return call to my voicemail I am still trying to establish a dialogue with Optimum in order to resolve the problems [redacted]
Better Business Bureau: 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 resolvedI am disappointed that they were unwilling to refund the money we had been overpaying Sincerely, [redacted] ***
Upon further executive office review, we have decided to provide the customer with a credit as a courtesy
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.Before Suddenlink contacted me, I gave the same credit card for auto pay to Suddenlink in person, because it was a hassle to come in person and pay in cashI still do not trust the auto pay system which is why I wanted to be given back the ability to make my payments onlineThey still have not given me the ability to make payments online, so if autopay fails again, I will have to go in person to pay in cashWhen Suddenlink finally contacted me about this matter for the first time on 517, it was from a private number, but they did leave a voicemail with a number to callI returned the call immediatelyI spoke to a representative, and they had not identified why automatic payment did not go through I am still awaiting seeing the credit on my account Sincerely, [redacted] ***
Suddenlink has received [redacted] ’s complaint regarding the installation of internet service [redacted] states that he was advised that he would have to pay for the wire to be run to his home and that Suddenlink would complete the cost assessment [redacted] states he has not been contacted regarding this and Suddenlink has run a credit check and it is on his credit report Suddenlink has researched [redacted] ’s complaint and show that Suddenlink’s construction team has advised [redacted] that the cost to build to [redacted] ’s address is $A letter was mailed to [redacted] that he would be responsible for the cost to build before construction could beginThere were several attempts to reach [redacted] by phone by Suddenlink’s dispatch team and construction crew to discuss this matter, however have been unsuccessful Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary
Customer complains that he is unable to send mail via Windows mailUpon investigation of the complaint, it was determined that the customer's issue is not Suddenlink relatedThe customer can send and receive emails via [redacted] emailCustomer was informed that Suddenlink does not troubleshoot 3rd party email clientsCustomer was referred to Microsoft for further assistanceSuddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is needed
In his complaint, [redacted] states his dissatisfaction with the recent loss of Starz and StarzEncore for Optimum’s customers.Optimum is focused on providing our customers with the best content experience possible, and we are constantly evaluating which channels best meet the needs and preferences of our customersOur agreement to carry Starz and StarzEncore has expired as of December **, and the channels are no longer available on our TV lineups We understand that Starz’ decision to pull their programming from Optimum’s system was very difficult for our customers, and we regret the inconvenience that was caused by their decisionHowever, we have launched several new and exciting channels for our subscribers’ enjoyment, depending on the TV package subscribed to, which include Hallmark Drama, Sony Movies, MGM, and the Cowboy Channel Every month, Optimum pays fees to TV networks to carry their channelsAs a result, we negotiate dozens of contracts each year, the majority of which are renewed without disruption The rising cost of programming is the single greatest factor in higher cable prices, and Altice USA has been fighting hard to hold the line on escalating programming costsSince our last contract renewal, Starz began offering an over-the-top streaming service that consumers could buy directly through Starz at [redacted] or through Hulu Despite our attempts to reach a deal that made sense for all of our customers, Starz insisted on terms that would have forced us to charge customers more than what Starz’ over-the-top streaming service costs.In response to the complaint, Optimum has contacted the customer and explained Optimum's positionThe customer was also provided with month of Showtime as a free promotion
Suddenlink has received [redacted] s complaint regarding her continuous internet service issue [redacted] states her internet has not be working properly and there is a lag when she attempts gaming and or streaming [redacted] is seeking a resolution to her service issues and states she has had four different appointments for a line technician to replace the lines and states this has not been completed Suddenlink has researched [redacted] s complaint and show that Suddenlink’s maintenance and field team verified all cable and connectors on December **, and also verified the drop and all was reading a good signal [redacted] s tap was also checked all the way back to the node and Suddenlink’s field team could not locate any issues [redacted] advised and reported that her service had been fine for three days prior to the field technician going out on December **, [redacted] has the Suddenlink field technician’s contact information should she have any future issuesSuddenlink apologizes for any service issues she has encountered Suddenlink feels 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 [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedHaving said that, this should have been resolved the same day I made the phone call the Suddenlink to try and clear up this matter with their call center I was on the phone for and hour and a half , even talking to a supervisorThe supervisor refused to help me, stated that my late fee were non negotiableThat supervisor then gave me the email for their corporate office to file a complaintThe email link did not work! So then I used Suddenlin’ks online live chat to get the proper email to file a formal complaintLive chat person said that all corporate communications had been cut off and there was no way for me to file a complaintLive chat person also said my late fee was my fault and my responsibility and that I had to pay itFunny how now this matter was all of a sudden deamed an “error” on Suddenlinks behalfI should have not had to take this up with the Revdex.comThis should have been resolved with my first phone callI see a complete lacking of customer service with the Suddenlink call center and with the live chat help Sincerely, [redacted]
MrsAbbott account was disconnected on for non-pay Suddenlink received a payment on for which left her with a credit of Services were reconnected on The for the equipment charge fell off on & customer had services all the way until when the account was disconnected for non-payResearching the account it has been determined that the write off amount on this account is valid and is dueWe have attempted to reach MrsAbbott by phone on 11/ [redacted] 11/**; however we have been unsuccessful in our effortsSuddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary
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 updatesIn 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; Optimum WiFi's more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and Newsday.comOptimum has been unable to reach the customer regarding this complaintContact information has been left via email and phone.Tell us why here
Suddenlink has received [redacted] ’s complaint regarding her internet service [redacted] states that she has experienced constant outages and repeat service calls, as well as poor customer serviceOur records indicate a service call was completed on Suddenlink made attempts to contact [redacted] on 02/ [redacted] & 02/ [redacted] which were unsuccessfulSuddenlink has since sent a letter to [redacted] requesting immediate contact which included contact information Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary Eric H [redacted] Customer Loyalty & Corporate Escalations [redacted]
Suddenlink received [redacted] 's complaint in regards to being charged after she had requested for disconnection in September On or after May **, 2016, Suddenlink made a change in our Residential Service Agreement (RSA) which provides that service subscriptions are renewable on a monthly basis with no refunds provided for partial months.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 periodThis policy was communicated to our customers prior to the change, including a prominent and detailed and colorful explanatory bill message with a web link to the new terms of service effective May **, with ongoing periodic bill message reminders; and additional email messaging for electronic billing customers directing them to read the bill for updates Once a customer’s billing cycle has begun the customer is responsible to make the payment for the full monthIf a customer chooses to disconnect services in the middle of the billing cycle the services will not be disconnected until the end of their billing cycle In addition, when a customer contacts Suddenlink 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, like [redacted] , who choose to disconnect their service early and return their equipment, they will continue, via the Suddenlink website, to be able to access their email, pay their bill and view online programming via Suddenlink2Go According to our records, [redacted] requested to have her Suddenlink services disconnected on September ***The disconnection should have been scheduled in accordance with our disconnect policy for the end of her billing cycle on October ***Unfortunately, the agent she spoke with in the local and over the phone did not complete the necessary steps to ensure her disconnect for her cable, internet and phone serviceThis caused the account to accumulate charges after October ***The account has been corrected and all charges after October [redacted] have been removed from the accountEducation and retraining has been provided to the agents and their supervisors to avoid any further escalations.On November ***, Suddenlink attempted to reach [redacted] to advised her of the changes, but we were unable to make contactWe were able to leave our contact information should she need any further assistance.We trust we have satisfied our obligation in regards to this complaint and no further contact is necessary