The customer is disputing equipment charge write off on his account Upon investigation of this complaint, it was determined that the customer purchased the equipment from the local office when he was installed in September of Upon disconnect the customer was charged an equipment charge and it went into write off statusThe collections team has reversed these charges and reached out to the collections agency to report the write off error, remove it from his credit, and issuing the customer a refund of $The customer has been made aware and is satisfied with the results
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: I did get a call and an email from some CR exec and I responded to his email; simply put and I state this again my family has owned this house since 1973, it is a family houseThe 2nd floor tenant has lived there for over yrsThere is also another tenantThe only person with an [redacted] account in this home is myselfThe email sent to [redacted] informs them (again) that the person named on the correspondence dose not live at my address (see attachment) I have not heard anything from them since [redacted]
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 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; Optimum WiFi’s more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and [redacted] Our records indicate that [redacted] spoke with Optimum on 318, and no credit is warranted On 3/*/18, Optimum spoke with [redacted] and explained to him the above
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: This is INCORRECTThe bill is paid a month in advance so I did NOT owe $at this timeI was told I went over in data charges and was billed the additional $plus a late fee of $I should not have had to pay the late fee because I was disputing the $service charge from the technician and I have never in the years of having Suddenlink EVER went over and been charged for "extra" dataThis is a bogus charge I want a refund for $ [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]
On 1015, Cablevision spoke with the customer to acknowledge the complaint and provide direct contact information; ###-###-#### 8:AM to 6:PM Additionally, upon completion of an investigation her phone number was removed from her employer's account, as requested The customer was satisfied with the outcome
Altice has attempted to contact the customer to address their concerns about their request for a pro-rated final billMessages were left and an email was sent requesting contactOptimum, 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 [redacted]
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 [redacted] Optimum has reviewed the customers account and found no errors with their final billingThe customer has since made their final payment, leave a balance of zeroOptimum attempted to contact the customer but could only leave a messageA no contact email was sent
On 1117, an Optimum Specialist spoke with [redacted] during which time she accepted a promotional offerThe customer is satisfied with the promotional offering
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 resolvedInitially Suddenlink just wanted to refund me my moneyI had to insist that the remove this from my credit record Sincerely, [redacted]
Suddenlink spoke with [redacted] regarding his Revdex.com complaint that his service was going out along with the wind [redacted] stated he didn’t request the safeguard and that he shouldn’t have been charged for the service call when it wasn’t offered and he felt it wasn’t his cable line in the beginningAt the customers request, Suddenlink removed the safeguard option from the accountWe advised his monthly rate is now $(before taxes/fees)Suddenlink advised that he would be charged $for a service call involving his interior wiring issues not caused by SuddenlinkGoing forward the customer will contact technical support when experiencing problems with his services and if need be, schedule an appointmentThe customer understood and considers this complaint resolved
Customer complains that he received a service call fee for a technician swapping equipment that he rents from Suddenlink each monthCustomer also complains of an email issue that he feels is Suddenlink relatedUpon investigation of the complaint, it was determined that the customer was billed in error for the service call fee and has been issued a credit of $which will reflect on the next billing statementThe customer's email issue is not a Suddenlink related problemThe customer can send and receive messages via their [redacted] email addressSuddenlink does not troubleshoot 3rd party email clientsSuddenlink has contacted the customer regarding this issue and they have been informed that the credit has been applied to the accountSuddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary
On 1116, Altice contacted the customer to discuss his complaintThe customer was given an appology for the poor experience and offered a year promtion lowering his rate by $a monthThe customer is satisfied with the response
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: Good morningSuddenlink has not contacted meI’ve sent multiple email requests after calling themThe first time I called the billing department told me this was not valid as they can see I returned my equipment to terminate service for JanuaryThey issued a new bill for February for an account that was closedThat can’t possibly be valid when I returned the equipment and there is no physical way to even have service I’ve since sent multiple requests asking for a manager to speak to and since I’ve sent those requests I have not seen a single response and they’ve gone completely silent if the bill was valid (which it’s not) they also should not have reduced the bill from $down to cents and they’ve since also extended the due date since not responding at allUltimately they issued a new bill for a closed account they never should have issued this is not resolved [redacted] ***
In her complaint, [redacted] states her 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 advised the customer that Optimum is no longer carrying Starz, of the channels added to the lineup, depending on the package, and that package prices currently will not changeWe will address the customer's complaint involving her interaction with our representative internally
Suddenlink received [redacted] complaint regarding the $service call fee Suddenlink has researched [redacted] account and show that [redacted] had a service call scheduled for and where she states a technician never showed upAfter careful research, our line technicians came out and repaired the issue, but never made contact with [redacted] home to advise her issue was taken care of Suddenlink has issued a credit to [redacted] account for $for the service fee that she was charged [redacted] is also aware of the credit issued and finds it satisfactory Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary
[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
In review of this complaint, public records state this person lived at the address in question during this periodOptimum has reached the customer on and requested proof of residency during the disputed period between November and November The customer did not wish to sent these documents
The customer is disputing equipment charge write off on his account Upon investigation of this complaint, it was determined that the customer purchased the equipment from the local office when he was installed in September of Upon disconnect the customer was charged an equipment charge and it went into write off statusThe collections team has reversed these charges and reached out to the collections agency to report the write off error, remove it from his credit, and issuing the customer a refund of $The customer has been made aware and is satisfied with the results
On and messages were left for the customer A no-contact email was also sent We can attempt to assist the customer upon contact
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: I did get a call and an email from some CR exec and I responded to his email; simply put and I state this again my family has owned this house since 1973, it is a family houseThe 2nd floor tenant has lived there for over yrsThere is also another tenantThe only person with an [redacted] account in this home is myselfThe email sent to [redacted] informs them (again) that the person named on the correspondence dose not live at my address (see attachment) I have not heard anything from them since [redacted]
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 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; Optimum WiFi’s more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and [redacted] Our records indicate that [redacted] spoke with Optimum on 318, and no credit is warranted On 3/*/18, Optimum spoke with [redacted] and explained to him the above
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: This is INCORRECTThe bill is paid a month in advance so I did NOT owe $at this timeI was told I went over in data charges and was billed the additional $plus a late fee of $I should not have had to pay the late fee because I was disputing the $service charge from the technician and I have never in the years of having Suddenlink EVER went over and been charged for "extra" dataThis is a bogus charge I want a refund for $ [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]
On 218, Altice contacted the customer and advised that a credit of $would be applied to her March billing statementThe customer is satisfied
On 1015, Cablevision spoke with the customer to acknowledge the complaint and provide direct contact information; ###-###-#### 8:AM to 6:PM Additionally, upon completion of an investigation her phone number was removed from her employer's account, as requested The customer was satisfied with the outcome
Altice has attempted to contact the customer to address their concerns about their request for a pro-rated final billMessages were left and an email was sent requesting contactOptimum, 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 [redacted]
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 [redacted] Optimum has reviewed the customers account and found no errors with their final billingThe customer has since made their final payment, leave a balance of zeroOptimum attempted to contact the customer but could only leave a messageA no contact email was sent
On 1117, an Optimum Specialist spoke with [redacted] during which time she accepted a promotional offerThe customer is satisfied with the promotional offering
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 resolvedInitially Suddenlink just wanted to refund me my moneyI had to insist that the remove this from my credit record Sincerely, [redacted]
Suddenlink spoke with [redacted] regarding his Revdex.com complaint that his service was going out along with the wind [redacted] stated he didn’t request the safeguard and that he shouldn’t have been charged for the service call when it wasn’t offered and he felt it wasn’t his cable line in the beginningAt the customers request, Suddenlink removed the safeguard option from the accountWe advised his monthly rate is now $(before taxes/fees)Suddenlink advised that he would be charged $for a service call involving his interior wiring issues not caused by SuddenlinkGoing forward the customer will contact technical support when experiencing problems with his services and if need be, schedule an appointmentThe customer understood and considers this complaint resolved
Customer complains that he received a service call fee for a technician swapping equipment that he rents from Suddenlink each monthCustomer also complains of an email issue that he feels is Suddenlink relatedUpon investigation of the complaint, it was determined that the customer was billed in error for the service call fee and has been issued a credit of $which will reflect on the next billing statementThe customer's email issue is not a Suddenlink related problemThe customer can send and receive messages via their [redacted] email addressSuddenlink does not troubleshoot 3rd party email clientsSuddenlink has contacted the customer regarding this issue and they have been informed that the credit has been applied to the accountSuddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary
On 1116, Altice contacted the customer to discuss his complaintThe customer was given an appology for the poor experience and offered a year promtion lowering his rate by $a monthThe customer is satisfied with the response
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: Good morningSuddenlink has not contacted meI’ve sent multiple email requests after calling themThe first time I called the billing department told me this was not valid as they can see I returned my equipment to terminate service for JanuaryThey issued a new bill for February for an account that was closedThat can’t possibly be valid when I returned the equipment and there is no physical way to even have service I’ve since sent multiple requests asking for a manager to speak to and since I’ve sent those requests I have not seen a single response and they’ve gone completely silent if the bill was valid (which it’s not) they also should not have reduced the bill from $down to cents and they’ve since also extended the due date since not responding at allUltimately they issued a new bill for a closed account they never should have issued this is not resolved [redacted] ***
In her complaint, [redacted] states her 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 advised the customer that Optimum is no longer carrying Starz, of the channels added to the lineup, depending on the package, and that package prices currently will not changeWe will address the customer's complaint involving her interaction with our representative internally
Suddenlink received [redacted] complaint regarding the $service call fee Suddenlink has researched [redacted] account and show that [redacted] had a service call scheduled for and where she states a technician never showed upAfter careful research, our line technicians came out and repaired the issue, but never made contact with [redacted] home to advise her issue was taken care of Suddenlink has issued a credit to [redacted] account for $for the service fee that she was charged [redacted] is also aware of the credit issued and finds it satisfactory Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary
[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
In review of this complaint, public records state this person lived at the address in question during this periodOptimum has reached the customer on and requested proof of residency during the disputed period between November and November The customer did not wish to sent these documents