Mediacom Communications Corporation

Initial Business Response /* (1000, 42, 2016/12/07) */
This customer is outside the service area however Mediacom went out on a service call on August and repaired internal drop, on September and reauthorized modem and September and replaced modem and external passiveTotal of $***
credit was applied on September
Respectfully
*** ***

Initial Business Response /* (1000, 15, 2015/01/05) */
Customer had service appointment scheduled for 12/8/and cancelled appointment on 12/7/According to diagnostics we see internet is working fine nowA $credit was issued for any previous service issue
Respectfully,
***
***

Initial Business Response /* (1000, 5, 2015/08/03) */
The [redacted]' were installed on May 27, 2015. On June 4, 2015 a service call was scheduled but was later cancelled. On July 16, 2015 another service call was scheduled and the tech didn't find any problems with the service. In fact, the tech...

found the signal levels functioning at 56-57. For the service that the [redacted]' are subscribing to, Mediacom states subscriber should receive u to 50. Technician provided customer education. On July 28, 2015 technician went on another service call and replaced modem. Since modem has been replaced all levels reviewed online indicating this modem are within range.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As everyone knows, all levels can look great and there can still be problems. I have been working for 2 weeks now on the mediacom forums trying to get it working correctly, but still no success. Most of the time I am more knowledgeable than the people given to help me, which is sad. Maybe I'll have functional Internet before the end of the year?

B
">etter Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted].  It seems that the issue has been resolved as of now, but the response I received from Mediacom about trying to contact me is simply not true. I have had no phone calls or emails or any other messages from them at all. (It is possible that they tried to contact me at the very same phone number that they had disconnected from my service, which would speak volumes about their inability to make logical sense of my simple service contract.) Thank you very much for their help in this matter.
Regards,
[redacted]

Credit has been issued to this Mediacom account holder.  The resolution for the issue that was being experienced resulted in being a power cord.   Respectfully, [redacted]

Initial Business Response /* (1000, 10, 2017/05/23) */
Mr. [redacted] was having some service issues that were cleared up with Mediacom rolling a technician on a service all on 05/21/17. If any other problems arise, please don't hesitate to reach out to us.
Respectfully,
[redacted]

Initial Business Response /* (1000, 17, 2016/02/29) */
Mr. [redacted]'s Mediacom service has been disconnected and his Mediacom account has a zero balance.
Respectively,
[redacted]
Initial Consumer Rebuttal /* (3000, 19, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
I would accept these terms but it's not true. I called Mediacom to confirm our account had been zeroed and closed and it still has a huge balance for service we never received. The account is under my wife's name, [redacted] and her phone number on the account is (XXX) XXX-XXXX.
Final Business Response /* (4000, 21, 2016/03/08) */
I apologize for the confusion of the accounts. [redacted] with the phone number listed on the complaint had an account with Mediacom that has a zero balance. [redacted] at same address but different phone number does in fact have a Mediacom account with the following breakdown:
Early termination fee of account- $150.03
Equipment that has not been returned- $139.00
Mediacom has a CAP on data and any time that excess of 50 GB is used when customer crosses their cap then a $10 charge is assessed. Between the dates of 10/29 to 12/14 there were twenty six $10 overage charges. Meaning that customer was using internet downloading excessive amounts of data that perhaps may have slowed their speed. Only approximnately 2% of our customers are assessed this fee.
If any additional information is needed please let me know.
Resepectfully,
[redacted]
Final Consumer Response /* (4200, 23, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did return the equipment to the drop box outside and the fees should be removed as we were not getting the speeds we were promised...ever. Again I want it all dropped. We used so much data because we had to keep redownloading items that refused to play or load because of the excessively slow speeds. Your technicians could not fix it.

Initial Business Response /* (1000, 16, 2016/01/05) */
A $52 credit has been applied to Mr [redacted] Mediacom account. O 11/12 a service technician went out and replaced the modem and reconfigured everything to make sure all was well. Again on 11/18 we replaced the modem and did the same thing. On 12/4...

we went out on another service call and no problem was found. Through the diagnostic tools we use all levels look adequate and okay.
Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2016/06/27) */
This customer is out of the service area for which our office provides services and also outside the service area in which the Southwest Revdex.com provides service as well.
Respectfully
[redacted]
Initial Consumer Rebuttal /* (3000, 7,...

2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This need to be forwarded to the proper Mediacom rep. It's still Mediacom!!
Final Business Response /* (4000, 11, 2016/07/06) */
Mr. [redacted] entered into a package agreement on 06/21/14. On 06/21/16 his agreement for the discounted pricing expired.
Respectfully
[redacted]
Final Consumer Response /* (4200, 13, 2016/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why can Mediacom go back on the package deal they offered me by reducing my Movie Package by one yet I can't do the same to them?
It's unfair, immoral and WRONG!!
Give me my HBO!!!
I was told I would get three movie channels the entirety of my contract, yet Mediacom took one away and refuses to replace it with another. They should be fined for BREACH OF CONTRACT!!!

Initial Business Response /* (1000, 12, 2015/12/15) */
Customer doesn't currently have a balance with Mediacom and does not currently have any reporting balance with CPA or any other credit agency. CPA will be sending a letter to Ms. [redacted] stating such.
Respectfully
[redacted]...

[redacted]
Initial Consumer Rebuttal /* (2000, 14, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just wanted to ensure that it was not going to effect my credit. They extremely rude customer service employee would not assure me that it had not

Initial Business Response /* (1000, 10, 2017/03/09) */
Customers account is current and November 2016 payment has been located. This is not the first time this has happened. We made contact with customer providing information regarding missing payment indicating customer has called back and...

verified that the their bank used the incorrect mediacom acct number via their bank bill pay.
Respectfully
[redacted]

Initial Business Response /* (1000, 9, 2015/07/21) */
Mediacom regrets that an error has occurred in billing and that Mr. [redacted] was charged for a modem when he in fact owned his modem. Once we were notified that Mr. [redacted] owned his modem we were happy to go back twelve months and remove the...

past years charges but we only list twelve months worth of history on our billing and anything further would require a lot of billing research and manual data history lookup. This process is time consuming. The customer does have a responsibility to check their statements each month for accuracy before each payment. Receipt of payment is commonly the customers statement that they agree with the amount written on the statement. Again I regret that this has happened, and we were able to refund [redacted] on Mr. [redacted]'s Mediacom account for what was charged the past twelve months for a modem charge.
Respectfully
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is true that I should have not trusted that Mediacom was billing me correctly, as they should. I find it distasteful that this is the second time this has happened and that Mediacom isn't taking more responsibility to ensure that they are billing their customers correctly. I understand that going back manual is indeed costly and time consuming, but that is the cost of integrity. Mediacom is in possession of money that they obtain from my erroneously on their part. I do admit that I did not catch the mistake in 30 days, however this business practice of taking money that does not belong to the company and refusing to investigate to ensure the customer is given a full refund is bad business, hence the report to the Revdex.com. Investigation is indeed costly, however, it is costing me money for your mistake.
Final Business Response /* (4000, 16, 2015/08/04) */
According to notes and extensive review of Mr. [redacted]'s account, a permanent note indicates that on January 31, 2013 subscriber owns his own modem...however due to the current package that Mr. [redacted] was in, the modem was a part of that package- so instead of changing the package and the end result costing Mr. [redacted] more money for his services the modem charge was freed out for the remainder of the of the time left on his promotional offer. Mr. [redacted]'s promotion didn't expire until February, 2014. So the modem charges didn't start being charged on Mr. [redacted]'s Mediacom account until that point. The [redacted] refund that Mr. [redacted] has received is a full refund for the time that Mr. [redacted] was being charged for the modem. I will consider this closed at this time.
Respectfully
[redacted]

The Mediacom customer service department spoke with [redacted] about the intermittent services he had been receiving.  Subscriber had technician out yesterday and worked on outlet near modem - setup TC due to continuing signal issues - credit for current TC: $15.98...

- subscriber okay'd.  Second service call was to replace external connectors.

Initial Business Response /* (1000, 19, 2016/04/21) */
Initial Consumer Rebuttal /* (3000, 21, 2016/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I do not see where the business has left any kind of message on here. Just says "On April 21,...

2016, the business provided the following information:" then nothing.
Secondly it took me filing a complaint the the Missouri Attorney General for them to do anything. After they received that complaint they actually had people out here to finally fix my stuff. Now that yes I didn't pay them the last two months because I was so upset that they didn't want to do anything my account is in delinquent status and they can't do any kind of account crediting until I have pass [redacted] amount paid. Why should I have to give them money to be able to get credit back what they owe me?
Final Business Response /* (4000, 28, 2016/05/02) */
TC Legal spoke with Mr [redacted] and advised him to pay delinquent amount prior to moving forward with trouble call shooting due to the excessive number of calls we have rolled on that have resulted in being customers equipment. He agreed and said he would pay April 22. Maintenance report: As a precautionary measure the whole house has been rewired, and equipment changed. We have also replaced about 800 feet of cable. A tech was sent to the home to recheck at the customers ground block and all test files uploaded to the server and were all passing.
Respectfully,
[redacted]

Initial Business Response /* (1000, 15, 2016/06/14) */
On May 4, 2016 we confirmed with customer that there is an area speed issue that is being worked on to resolve. To date $175.49 credit has been applied to customers account for service compensation.
Respectfully,
[redacted]
Initial...

Consumer Rebuttal /* (2000, 18, 2016/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/03/14) */
Credits have been applied to [redacted]'s Mediacom account to allow the promotional offer price that was offered to be billed. A credit of $47.54 will be reflected through the June 2017 statement.
Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2016/03/02) */
Mr. [redacted] had Mediacom service connected at 6939 W Lone Oak St on 5/30/15. The last payment we received from Mr. [redacted] was on August 12, 2015 in the amount of $112.74. I regret the issues that Mr. [redacted] has experienced and assure...

you that the issues that Mr. [redacted] defines isn't common practice. As I review the notes on Mr. [redacted]'s Mediacom account I see notation where there were two charges at the time of install made on the card given for the COD and immediately the second charge was reversed. This was an unfortunate error that can happen and I regret that this happened. However the timeframe to reverse these charges are not instant and are attributed to the institutions that the accounts are linked to. Not denying Mr. [redacted]'s experience however I do not see any comments or notations on the account in regards to issues with Mr. [redacted]'s drop bury or his experience with his dog/dogs being missing. I am so very sorry that this has occurred.
In regards to the transfer of services to Mr. [redacted]'s new address Mediacom does ask for the current month's service and the next month's service in advance at time of transfer. Otherwise the customer when they receive their first statement receives a bill for two months of services and typically is not very happy or understanding. The amount of $328.05 that is currently due from Mr. [redacted] on the previous address is charges for cable services that were provided to him at the address of [redacted] W [redacted] St, [redacted] XXXXX.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So what's getting resolved here an apology? You don't say anything with the lack of service the whole time the multiple service calls to my residents. I'm in college I shouldn't pay you for Internet and have to go to the Library or work on campus if I'm paying you for a service. And as for the dog you where notified and your response was they are subcontracted and I still have the correspondence or voice mails between me and the persons you hired. If you offered dependable service and had never disclosed the moving fees when service was installed we would still being doing Business together.
Final Business Response /* (4000, 9, 2016/03/08) */
Previously a credit of $25.66 was given because of the confusion at the install. I have also issued a $73.34 for the probelms that Mr. [redacted] has experienced with Mediacom. I regert that any issues has occured. Mr. Parkhursts account shows that he was installed on 5/30/15, had a service call on 6/23/15 and the external connectors were replaced. on 07/20/15 another service call was made and the job was referred to mainteance and an adjustment was made to the levels. On August 10, 2015 a service call was scheduled and was cancelled at pre-call. Mr. [redacted] discontinued his service on October 5, 2015.
Any additional questions please don't hesitate to let me know.
Respectfully,
[redacted]
Final Consumer Response /* (4200, 11, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had called Mediacom at the end of July to have service moved to the new house I had bought. Which it was explained to my wife and I that there wasn't a charge for it was as simple as packing our equipment and having you reinstall at the new residents. We haven't lived at the lone Oak house since the first part of July, so I'm not sure where your getting information at about disconnecting 3 months later. Unless your trying to just get more money for service not provided which you've pretty much what you've done since the start. So the next question is what's a pet worth seeing how you haven't even touched on this complaint and the 3 weeks of looking for said pet posting signs and trying to explain to 3 small kids that because of negligence of a few people there beloved pet is gone. And to this day is still gone. But let me guess just because you subcontract these people you assume none of the responsibility. And there where more then two service calls. Some reason most of call techs are not even in Missouri correct? I think maybe New York ? I can think of at least 6 times I called and tried to and fix service and they would walk me through pointless troubleshooting until I finally got someone who knew what they where talking about and figured out I had the wrong modem the one that didn't go with the extreme package that the unexperienced service tech installed two months prior and never worked correctly. They ordered the correct modem and after it was installed after two months everything actually worked. And shortly after I was blessed with the opportunity to buy a house so had to move. So you tell me with the 3 months of service 2 which couldn't be any more worse and one good month and then getting gouged with yet another install fee would you continue to do Business with you? And by the way these are not rhetorical questions. Sincerely [redacted]

Initial Business Response /* (1000, 5, 2015/02/17) */
$[redacted] Credit applied to The Dean's Mediacom account. I will put our Director in touch with either Mr. or Mrs Dean to discuss their situation further and hopefully resolve their concerns further.
Respectfully.
[redacted]
Initial...

Consumer Rebuttal /* (3000, 7, 2015/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting this response until I have been able to speak with someone and the complete bill is dismissed. Mediacom gave very poor service from before installation and I have spent many hours on this issue. I have been spoken to rudely and couldn't use my cable and internet most of the time. I paid all my previous bills up to the point of the problems starting. So I did do what was expected on my part.
Final Consumer Response /* (3000, 13, 2015/03/03) */
It has now been 9 business days since it was stated someone from Mediacom would be contacting me. Still have not received any phone call from Mediacom to resolve this issue. I am asking for some kind of response as this issue does involve my credit report.
Final Business Response /* (4000, 15, 2015/03/04) */
I spoke personally with Mrs Dean today. I am applying a credit of $[redacted] to her account which will bring the balance on the account to a zero balance. We will make contact with the credit bureau and report that there is no balance and ask that a letter be sent to her stating such. We regret that we have lost Mrs Dean as a customer and if in the future we can be of service, we would greatly appreciate the opportunity.
Respectfully
[redacted]
Executive Administrative Associate

Initial Business Response /* (1000, 5, 2015/01/05) */
During the email issue that Mr. [redacted] was experiencing the rest of his service was still functioning. A credit was issued for $29.00 for the inconvenience.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Randy you or Sherry are wrong. Which one? I was specifically told the $29 service upgrade fee for adding the cable, telephone and upgrading the Internet was waved because Mediacom DID NOT make the connection correctly the first time for the cable. This resulted in a second person coming out the following day took what then first person day before could not do. Further the supervisor from Florida, Sherry, said the credit would be for about $30. Regardless the credit had nothing to do with the email issue which she clearly stated over the phone with me. Pull the call. Because of this your response is not correct. I want the remaining $153.17 credited and I am still waiting to see if the email issue is resolved, was the email address really a Mediacom account and was my email account really attempting to send out hundreds of emails in 1 day.
Thank you.
Final Consumer Response /* (3000, 17, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 10 email addresses response does not answer my questions or satisfy my complaint. Also the wives fee was for Mediacom not installing my service correctly the first time. So at a minimum there are 2 separate issues as a whole.
Final Business Response /* (4000, 19, 2015/02/04) */
Due to Mr. [redacted]'s longevity with Mediacom and his impeccable credit I went ahead and issued a credit for one month of service. Credit equal to $126.02. With the $29.00 credit previously issued, that is a total credit of $155.02.

Initial Business Response /* (1000, 9, 2016/06/14) */
Mediacom has reviewed the tools we have to review usage of service and service drops and highs and Mr. [redacted]'s service appears to be fine going into the home. Since Mr [redacted] established service with us in 2013 we have only been on two service...

calls. One in August 2014 and one in January 2015. No service calls recently. We did apply a small credit on Mr. [redacted]'s account on the day he phoned in as a courtesy.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mediacom's customer service website has a link to report outages in service. There is a further link to decsribe the outage as intermittent. I reported my service outage as intermittent more than 20 times in one month and then called customer service. I was told that Medicom does not keep track of that information. I then requested to have my service reduced to the least expensive plan and was assured by the representative that this change would take place. I was charged the full price for 2 more months before ending service altogether. Every representative from Mediacom that I have spoken with has been less than truthful and in some cases they intentionally lied to me. As a company they cannot be trusted.
Final Consumer Response /* (2000, 21, 2016/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refunded credit. I really just want this to be over.
On a seperate note: 2 Mediacom salesmen knocked on my door last week after 8:00pm. Aren't there rules against that?
Final Business Response /* (4000, 18, 2016/06/27) */
Mr. [redacted] has cancelled and disconnected the Mediacom service. The disconnect order was completed on June 15, 2016. There currently is a credit balance of $54.95 on the account upon which a refund check will be issued and mailed.
Respectfully
[redacted]