Mid-Hudson Cablevision, Inc.

After reviewing this customer's complaint we have found that the payment pulled was what was owed on her accountJust like with any other company, an automatic payment is going to take exactly what is owed, in this case that was $The customer went online to our website and set up a
reoccurring payment, therefore she authorized the payment to come out of her accountWhen setting up reoccurring payments, if the account is not at a zero balance, it will take whatever is owed.This customer's bill is due by the 27th of each month, however the account history shows that most payments have been made after that date. Also, reoccurring payments come out of the customer's account the day after the bill generatesIn the future, for this customer, we recommend going online and authorizing one time payments rather than reoccurring payments, that way she can pick the date the bill will come outAt this point we cannot authorize any adjustments or refunds on the account because of a potential card dispute with the customer's bank, as noted in her complaint

Please see the response from our customer service manager on her interaction with this subscriberI spoke with this customer and explained his first bill generated on 6/and this was a first bill in a temporary billing cycle. His permanent billing cycle was then calculated and a bill was
sent out to him on 7/4. So his billing cycle will be the 4th of each month. I did confirm that there was a late charge applied which the rep had already reversed for him. I explained that I understood the due date situation but unfortunately due to the temporary cycle and no payment received by the time the permanent billing cycle generated the system sees that there is a balance forward and generated the late fee. I also explained that anytime the account has a balance forward the system will generate a late fee. He did not ask me for an adjusted actual invoice but he may have asked the rep. He did complain about our service/prices compared to Time Warner. I did explain to him that each company has different technology and agreements for pricing. I explained to him that we currently have the franchise for the Town of Greenville and he was asking if it was an open bid process and when the franchise expired. I explained that I did not have the date of expiration but he could contact the town. I also explained to him that before a franchise is approved there is a public hearing with the town and that the date and time of the hearing is announced in the local paper

This account has been disabled because we experienced a denial of service attack on our network, which we traced back to this subscriber’s modemWhen we initially contacted the subscriber, we spoke with a young man in the subscriber’s home who admitted to engaging in a dispute, over the internet
As a result of this dispute those individuals launched an attack on our network These attacks happened several times, coming from this subscriber’s modemThe subscriber was told in order to get service from us they must agree to refrain from engaging in such disputes, they would not agree Therefore, we had an obligation to shut down their service in order to protect our network and thousands of other customers. Please see the notes from a recent conversation with the subscriberSub would like to inform us of the following informationSub stated that he has launched his own investigation in hopes to help rectify this situationHe has not contacted authoritiesBreach in security from skype, stated a user traced his IP through skypeStated he was one of many other networks at that time that were the victims of an attack, Sub stated that a *** *** *** from *** ***, released the information to a malicious individualSaid he was working with a group that go by the name of *** CorpSub states that there are coconspirators involved but does not wish to release names since they are directly involved with the actual attack. Sub states he has information including, audio and video, of this individual discussing the attack live and threatening your security both physically and through network. Therefore, we will not reinstate service to this subscriber, who admittedly, continually involves themselves in vulnerable situations

ln response to the complaint from subscriber *** ***, one of our representatives has assured me he has been in contact with the subscriber and notified her the issues we have been having with a third party company are in relation to her issuesMid-Hudson is doing everything we can to resolve
this subscriber's issuesThank you, *** *** General Manager, Mid-Hudson Cable

To whom it may concern: In response to the complaint from subscriber *** ***, the first late fee on his account was reversed in November The reason for the remaining late fees is that the bill was consistently paid lateWhen a bill is behind, the statement says "due upon
receipt" because it is expecting a payment right away, being it is behindWhen a bill is paid on time each month, the statement lists a due dateMr***'s statement is sent out on the 27th of each month, making the due date the 21st of the following monthIf there was a payment made on the account that was not processed, we need to see documentation of that (copy of a check etc.) and we will be happy to correct the accountAs far as Mr***'s speeds, we see that he has not contacted our office about this; we ask that he please call in and schedule a service call at his earliest convenience.Thank you, John *** General Manager, Mid-Hudson CableJL/rp

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowAddition: The response from Mid Hudson Cable was
erroneous and an outright lie. Upon contacting them (which was the
responsible thing to do), I informed them that I use Chatrooms.
MidHudson Cable, painted the situation as me engaging in arguments with
hackers. The truth of the situation being, a skype contact of
mine took it upon himself to release the Skype ID of everyone on his
contact list that pertained to the chatroom I frequent. After first
contacting my ISP, was unaware that the hacker was able to track my ip
via skype. I was only made aware when the person aiding the hacker
began to boast claims publicly about attacking me and several other
users on other networks. My ISP is scapegoating the situation
onto me, by declaring me the aggressor rather than a victim of
cyberattacks. I have informed my ISP of this and supplied the contact
information of the individual that compromised the security of their
network. While I do feel very sorry for being THE GUY that was
targetted, I have no affiliation to hackers nor do I engage in childish
internet arguments. I am a year old adult male, with better things
to do that argue with people online. This is a miscarriage
of justice to put it clearly. I have launched my own investigation and
uncovered the location and identity of the hacker yet my ISP has no
interest in reviewing the information and sees fit to not reactivate
me. Ive changed all of my social media and my messenger accounts, as
well as installed a more reliable VPN for browsing the internet. I know
how to navigate the internet safely, this attack was the result of an
individual who thought it would simply be funny. Many networks were
targetted. No one contacted this hacker nor confronted him. In plain
english they lied and this is b*** I want to speak to the
head engineer of MidHudson cable to discuss the details of this, as Mid
Hudon is the only ISP that provides highspeed boardband to my rural
area.
Regards, *** ***

Please see the response from the customer below to our Internet Service Rep.   Hi [redacted],  Thank you for your e-mail. I just now received it as it was in my spam folder for some reason.   I asked for and pay for the double (14 mbps). If I'm signed up for the basic package, the might be the problem. I did the speed test and it said 6.74 mbps.   If you could upgrade me to the double as I had requested initially, that would be great. Thank you for your assistance.   [redacted]The customer has now been upgraded to our double speed package and we have not heard any further issues.   Thank you,  Rachel

After looking into this complaint, we can see that the PPV Fight was ordered directly from the customer's receiver. When a customer claims problems with PPV it is standard procedure for us to order a service call. The customer refused a service call. However,as courtesy we have issued them...

a full refund for the PPV fight. They should see this on their next bill. A supervisor also emailed them this information last week.

Our records indicate that as of 7/21/16 the customer was given the invoices/totals he requested and has paid his bill in full.

I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business has contact me and no adjustments have been made. In fact, the internet continues to go out frequently: among many other occasions on June 21st at 11 pm, June 28th at 2 pm and 9:30 PM, sometimes twice a day.  Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

To whom it may concern:  In response to the complaint from subscriber [redacted], he spoke to a manager about the due dates of his bills and he was refunded his late fees. Thank you,  John [redacted]   General Manager, Mid-Hudson Cable  JL/rp   Rachel...

Puckett   Administrative Offices  Mid-Hudson Cable 5[redacted]

Please see our response after speaking to the supervisor in the billing department. The customer made a payment toward a trip charge.  The payment was posted to her cable account on 2/24.  On 2/27 the account generated a new bill and the payment applied to the new balance...

reducing the bill below its normal level.  The order was then done on 3/3 at which time the charge for the trip charge was applied to the account.  All money and charges were applied to the same cable account.  The problem resulted from the delay in when the payment was taken and when the charge could be applied to the account.    We never billed the account for the trip charge even though the customer had paid it until the work was actually done.  However the payment is posted to the account as soon as it is taken.  We hope that this response clears up any miscommunication in our billing practices.

We reached out to this subscriber and scheduled a service call for 8/2/17. Quality control left her a message after the service call. Have not heard back.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   I pay my bill every month.  I paid it only a few days late then set up for auto pay.  This was st the end of January.  The end of February I got charged for March snd April.  I have several companies that I pay automatically out of my accout and have never been over charged.  I have not seen such a lack of care for their customers as this company.  I guess thst is the way a company thinks is ok since they have a monopoly in our area. Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Regards,  [redacted]

Regarding the complaint for this subscriber, a technician went out on 11/23/15 and changed out the tap. After the Revdex.com complaint, we scheduled a service call for 12/8/15 to have tech go out first thing in the morning, subscriber cancelled the service call and we have not heard from her since. Please...

note that the subscriber's account is 56 days delinquent  and we have not seen a payment on this account since 10/23/15.If the sub is still having issues, we would be happy to send a technician, we just need to actually be able to access the sub's home. Thank you!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I would still like a correct invoice with the correct amount due as well as due date and any adjustments made by Mid Hudson Cable.  Regards,  [redacted]

In response to this complaint, one of our internet representatives has reached out to this customer and made some adjustments with the account, he is awaiting a reply from the customer and will troubleshoot any issues. Thank you.