Mediacom Communications Corporation

Initial Business Response /* (1000, 5, 2016/03/02) */
Miss [redacted] was nonpaid on 02/04/16- paid account in full and service was restarted on 2/13/16. However once the nonpay was completed the service and promnotional rates that Miss [redacted] had were lost and not able to be retained once servive was...

restarted.
Respectfully
[redacted]

Initial Business Response /* (1000, 7, 2016/03/02) */
$76.84 was posted X-XX-XX balance on account is $65.67.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That was the payment...

that I sent in for the most recent bill...it does nothing to address the past due amount, which I had also mailed in (and have the proof of) but that did not get posted to the account. It also does not address why I have not been contacted by someone who can personally address the concern! This was no answer whatsoever...the problem still exists that the company is saying that there is a past due amount when there is not one.
Final Business Response /* (4000, 11, 2016/03/08) */
Please forward copies of all payments to [redacted]@mediacomcc.com and I will compare them against the payements posted to determine which payment is missing and not actually posted to this account so that we can get to the bottom of this for Ms. [redacted].
Respectfully,
[redacted]
Final Consumer Response /* (4200, 13, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept it when the issue is resolved. I will email the copies to Mr. [redacted], despite the fact that I have faxed them to multiple people in the company who assured me they were forwarding them to accounting.

Initial Business Response /* (4000, 11, 2017/03/22) */
Since Ms. [redacted] filed complaint she has downgraded her service. Her current monthly rate is $77.44 her bill cycles on the 16 day of the month and is billed from 25th to 24th of the month.
I regret any confusion or issues that Ms...

[redacted] may have had or encountered with service issues or billing and believe that to date we have rectified all situations.
Respectfully
[redacted]

Initial Business Response /* (1000, 5, 2016/07/06) */
Service was installed for Mr. [redacted] on April 06, 2016. Disconnect date was entered for services and billing to cease on 06/20/16. Actual physical disconnect wasn't completed until 7/6/16 however the billing terminated on 6/20/16. Customer...

received final bill for amount due. Mr. [redacted] paid $116.00 on April 18, 2016 and that was last payment received on account. The final balance on Mr. [redacted] account is $367.55.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not live at that adrsass and did not have service for a full month
Final Business Response /* (4000, 14, 2016/07/25) */

Initial Business Response /* (1000, 12, 2015/08/19) */
A credit has been applied to the [redacted]'s account to reflect a zero balance indicating the removal of the EFT. I apologize for any inconvenience that this may have caused and hope that in the future if Mediacom may be of assistance with any of...

the [redacted]'s video or internet needs that they will consider Mediacom as their provider.
Respectfully
[redacted]
Initial Consumer Rebuttal /* (2000, 14, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your timely response to my request, when this resolution is implemented I will consider the matter closed.

Initial Business Response /* (1000, 9, 2016/05/16) */
Mr. [redacted]'s final statement is for $56.71 of which $25.10 is a past due balance for the previous months services and $31.61 is final months services balance.
Respectfully
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2016/05/16)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a bill for $170.80 which was for the full month of April 2016. I called and told them we no longer have their services and have turned in all of their equipment as of March 31, 2016. I have receipts for the returned equipment. Our services should have been terminated as of March 31, 2016, by Mediacom. I spoke with a woman at Mediacom in early April 2016, and she looked it up and told me I was correct and I would have a final bill of maybe $2.00 and that would be sent to us as a final bill. I received the final bill on April 22, 2016, and the bill states that I have a past due amount of $25.10 and that I owe $31.61 for the time period of 4/4/2016 through 5/21/2016 for Mediacom telephone services. I had no Mediacom phone, internet or cable service during the entire month of April 2016. The bill states that I owe $8.50 for a late fee, when I hadn't received a bill until I received the final bill on April 22, 2016. I should not have a late fee of any kind. They are charging us for services that we did not have. I spoke to Dorothy on 4/3/2016 regarding the final bill. Dorothy told me that was the correct amount we owe, and she could not give me an explanation as to why the $31.61 was on the final bill, only that is what their records show that we owe. I restate that we did not have any Mediacom services after March 31, 2016. They are overcharging me a total of $40.11 for the April billing and the late fee.
Final Business Response /* (4000, 13, 2016/05/18) */
Last payment received was on 3//1/2016 and that amount brought the account current. The bill cycled on the 22nd of each month billing from the 5th to the 4th. On 4/12 when payment was not received the $8.50 late fee was added. Once all pro-rated amounts were calculated the above amounts previously listed are the amounts due.
Respectfully
[redacted]
Final Consumer Response /* (4200, 15, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's obvious they are not reading or researching our complaint as they gave a generic answer. We do not want another response from Mediacom but we do want a copy of the invoice that they say we were late in paying. We were loyal customers since 2012 and were never late on our payments. Paying what we legitimately owe is not an issue with us, it's paying something that we do not owe.

Initial Business Response /* (1000, 14, 2016/09/13) */
Mr. [redacted] was scheduled for 8/13/16 but the [redacted] service was down preventing transfer of install. The technician indicated that he would do his best to try to pull Mr [redacted] into his route on August 15 but was unable to schedule the...

transfer of services until it was actually completed on August 18. A total amount of credit of $[redacted] has been applied to Mr. [redacted]'s account.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr [redacted] is incorrect when he stated that the tech would Try to work us in on the 15th. What the technician actually said was that he would call us on the 15th between 8-830am and our appointment would be between 8-10am. Also the credits are on time credits and the transfer fee waiver. Those do not reflect the inconvenience and inconsistency of the service techs and customer service reps stories. Also some of those credits were due to disconnect at previous address. I have had to call many times since I filed this complaint to even get a bill for my new address and I have never had an apology and depending on who you talk too is what story you get. I feel like compensation of some sort is due either though a free movie package for a period of time of free service.
Final Business Response /* (4000, 26, 2016/10/05) */
As a customer courtesy I will extend a one time $** credit to Mr. [redacted]'s account.

Initial Business Response /* (1000, 16, 2015/05/19) */
Mr. [redacted] is on a two year promotion. The promotion is priced at the lower rate for the first twelve months and then increases in price the last twelve months.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 18,...

2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mediacom did not inform me the rate would increase only that it was a two year term. I continue to feel a strong degree of deceptive advertisement. The public needs to be aware of this practice.
Final Business Response /* (4000, 23, 2015/05/29) */
The customer service call was pulled where Mr. [redacted] called in to request the service and he was informed at that time that this promotion was a [redacted] up promotion and that the rate would increase on the 13th month.
Respectfully,
[redacted]
Final Consumer Response /* (4200, 25, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unaware of the statement Mediacom provided, whereas the program I agreed to was a "[redacted]-up program" as related. The only stipulation I was made aware of was, "this was a 2 year contract"

Initial Business Response /* (1000, 9, 2016/08/22) */
On July 31, 2015 the install order was completed for [redacted] for discounted services at 1 year pricing at $34.95 plus modem rental and taxes. After the first year the pricing was to go to $49.95 plus modem rental plus taxes for the next...

twelve months. After twenty four months the rate is to revert to regular pricing. There is no agreement or contract on this account.
Respectfully,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because:
The service was intermittent for over 2 weeks.  The technician would not listen to what I told him the issue was.  The 2nd tech listened and seemed to have fixed the issue.  A $15 credit does not seem fair to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 12, 2016/10/24) */
The customer signed an agreement in April 2016 so if he breaks the contract an ETF would be charged. In regards to his statement that we are not voice over, it depends on what he means. We use Voice Over Internet Protocol from our modem to our...

switch, but then it goes over their provider phone lines to their phone.
Respectfully
[redacted]
Initial Consumer Rebuttal /* (3000, 14, 2016/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Material Misrepresentation from the 1st time [redacted] came in to my office and told me they would just "port my lines into mediacom lines" and I asked him if it was Voice over and he said no.. But it is!
I Do not want and did not want my phones on Voice over and was told it was not going to be Voice over but it was voice over. I have lost communication with my customers when the VOICE OVER phone lines would go down. I would of stayed with Mediacom for years with Internet that I originally had. But I have to have a solid phone line that does not go down for my customers to reach me in emergencies
Final Consumer Response /* (4200, 18, 2016/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mediacom DID NOT PROVIDE the service [redacted] told me I was going to receive. If the Phone would have worked I would not have questioned it!
Final Business Response /* (4000, 16, 2016/10/25) */
I regret any misunderstanding that may have occurred between Mr. [redacted] and the Mediacom sales representative regarding the Voice Over Internet Protocol service that Mediacom provides to our Commercial accounts. It is clearly defined in the agreement that Mr. [redacted] has a 30 day money back guarantee if he is not %100 percent satisfied and may disconnect during the first 30 days and receive a full refund. However Mr. [redacted] was installed back on the first of April 2016.

Initial Business Response /* (1000, 17, 2016/04/21) */
Customers account is being billed correctly at $59.95 for cable and internet services. The additional charges are for overage charges for exceeding the monthly data limit. There is also a monthly $5.00 modem fee.
Respectfully,
[redacted]...


Initial Consumer Rebuttal /* (3000, 19, 2016/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cable/internetis 59.95 plus the $5.00 modem fee plus other fees the monthly bill for the cable internet was 82.00! The total bill was $134.00 late fee and overages, which by the way was an entirely different complaint I didn't include in this case. I called when the bill arrived and verified that yes indeed the new monthly service was $82.00, that yes it was 10.00 less than I was paying for just internet, plus all the fees. $82.00 is not less than $69.00 no matter what math you use. This is typical Medicom customer service, double talk. It's not hard to verify, since call are recorded.
Final Consumer Response /* (4200, 25, 2016/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are wrong, but I'm fed up with trying to getvto the core problem. They are the worst ISP I've ever had, very poor customer service and I'll tell anyone who ask. They were in the wrong, lied to me and deceived me, but if they can't listen to the cust serv call where she lied then I don't know what else to do. I can not wait till I can move out of their service area. I will never recommend them, or use them again. This is rediculus, what does my current bill have to do with me being deceived about the added cable price?
Final Business Response /* (4000, 23, 2016/04/29) */
[redacted]Document Attached[redacted]
I have attached the current statement that reflects the current charges that Ms. [redacted] is being charged. If any additional questions or concerns arise please do not hesitate to let us know.
Respectfully,
[redacted]

Initial Business Response /* (1000, 8, 2017/06/20) */
I regret the timeframe this has taken in order to get this job completed. However at this time this job has been complete and the line is buried.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2017/06/26)...

*/
Thank you, after your contact with Mediacom an outside contractor came and buried the line. Thirteen days later Mediacom came and connected the new cable. I have never received any communication from them and again thank you so very much for your assistance with this issue.

A Mediacom service technician went out on July 20, 2017 and replaced the internal and external passives to assist with resolving the service issues.  An additional service call is scheduled to complete additional work in August 2, 2017.

Initial Business Response /* (1000, 13, 2016/07/05) */
Drop was longer than typical drops so took a different process to bury. Drop was completed on June 29, 2016.

The requested credit was issued prior to receiving the complaint. Customer contact has been made. Thank you for bringing this to my attention.

Initial Business Response /* (1000, 12, 2014/11/24) */
The trouble call history for Mr [redacted] is as follows:
Nov 7, 2013- Plant outage
Apr 11, 2014 Cancel at precall, we went back and no problem was found.
Aug 20, 2014 Completed with Customer education
Sep 11, 2014 Cancel at precall
Oct 31,...

2014 Cancel at precall
Respectfully,
[redacted]

Initial Business Response /* (1000, 15, 2016/04/21) */
Dear Ms [redacted]-
Notification was included in your December statement that your monthly rate would be increasing. The statement that was included was stated as below:
December 2015 Statement
Account Detail
XXXX XXXX DI RP XX XXXXXXXX...

NNNNNYNN XX XXXXXX XXXX
[redacted]
Billing Date: December 26, 2015
Account Number: XXXX XX XXX XXXXXXX
Page 3 of 7
Important Account Information
To reflect changes in the rates we are charged by local broadcast stations, your monthly
Local Broadcast Channel Surcharge (LBCS) will increase by $2.20 to $7.04 effective on your
next bill.
The LBCS previously equaled the fee increases that the local broadcasters demanded since
the start of 2012, but now equals the entire cost of all local broadcast channels Mediacom
carries in your market.
To reflect changes in the rates we are charged by regional and certain other sports
networks, your monthly Regional Sports Surcharge will increase by $0.34 to $3.01 effective
on your next bill.
The last payment we received on your account was 1/15/2016. I apologize if this has created any inconvenience for you, however you may contact our customer service retention department to determine if they would be able to assist you in reaching a reconnect solution.
Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2017/05/23) */
I regret that this address is not serviceable. It is Mediacom's wish and desire to bring its communication services to all those customers that wish and desire to be customers where it is economically feasible and within the realm of...

possibility.
This address is not serviceable following Mediacom company policies. There is no possible way to get service to the home without trespassing on other property.
On February 1, 2017, Ms [redacted] was sold Mediacom services and the very same outcome occurred. Mistakenly the account was marked serviceable again when Mr. [redacted] subscribed to Mediacom services--ultimately and unfortunately the same outcome. Mediacom does not anticipate a change for the above aforementioned reasons.
Respectfully,
Randy Paul

Initial Business Response /* (1000, 15, 2015/08/26) */
Customer was installed on 5/18/15
COD was [redacted] not [redacted] stated in complaint that was paid.
June statement was sent out in amount of [redacted] and didn't reflect COD
On 6/30/15 a [redacted] payment posted to account.
Customer was...

non-paid disconnected on 8/11/15.
[redacted] payment was only payment made during entire time installed and during the three month billing cycle.