Service Electric Cablevision

Service Electric Cablevision stands by our original response.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: at the end of the day, SecV is still receiving my money. They charged me 2 bills in one month, which is why I currently have a partial balance.. THEY'RE STILL RECEIVING MONEY FROM ME FOR THOSE MONTHS, WHILE I WAS RECEIVING HALF AND SOMETIMES LESS THEN HALF OF WHAT I AM PAYING FOR. A manager PROMISED to call me and has not. So you will continue to recieve partial payments from me, so long as I received "half-fulfilled"  services!! 
Regards,
[redacted]

T Service Electric experienced an outage Saturday 2-18-17 from 2:30 – 5:30PM then again Sunday morning 2-19-17 due to a server hardware failure.  This outage affected [redacted]’s internet service as well as, numerous other customers and account was not disconnected for nonpayment. His internet...

service should have been restored around noon on Sunday 2-19-17 when the hardware was replaced.      Unfortunately, he was given misinformation concerning the status of his account for which we sincerely apologize.  The after-hours support system retrieved the wrong account number and therefore he was given inaccurate information that his internet was not working due to a non pay disconnect.  Our IT department has investigated this situation and is taking the necessary steps to make sure this is not happening in the future.   We called the daytime phone number [redacted] supplied ###-###-#### and left a voice message to contact us for further assistance.   We are extremely sorry for this inconvenience and if you or [redacted] need any additional information concerning this matter please feel free to contact Lindy W[redacted] at ###-###-#### or email [redacted]@secv.com. ell us why here...

I apologize for the delay in this response due to business travel and vacation.  SECV's Refer A Friend offer is available to any current subscriber in good standing for the past ninety (90) days, and any new customer without any of SECV's services for the past ninety (90) days. A customer in...

good standing is one that has no past due balances and not in pending disconnection status. When the new customer's service installation has been completed, a $50 credit will be applied to both the current subscriber and the new subscriber's accounts for the next month's statement. The new subscriber must install any level of one or more of the following services: High-Speed Internet, TV and/or Phone service. Limit of five (5) referrals per current subscriber lifetime. This offer is subject to expiration without advance notice. Other restrictions may apply. $50 credit has no cash value.The above disclaimer is provided on our website (www.secv.com) when a customer is directed to visit there on SECV's on-hold message or other marketing advertisements.  The form should be completed before the new service is scheduled or honored within 2 weeks after installation as long as all requirements are met.  Even though the form was not completed or requested within the 2 week extension SECV agreed to apply the $50.00 credit to the new subscriber, [redacted] installed 7/7/17.  However, the current customer, account number [redacted] under [redacted] was not eligible due to the status of their account at time of installation.  Attached please find the website Refer a Friend requirements and copies of statements for [redacted] for April, May & June 2017 showing Previous Balances on all three monthly bills.  The [redacted] account was not in good standings for the proceeding (90) days, therefore,  credit was not applied.When [redacted] visited our office August 25, 2017, Holly and the Office supervisor were only trying to explain the Refer-a-Friend offer, eligibility and requirements.  The [redacted] will have other opportunities for Refer a Friend in the future if eligible.  If you need additional information or have other questions concerning this matter please don't hesitate to contact us.  Service Electric Cablevision, Inc. Management

I spoke with service electric and the lady assured me a credit for time lost from the length of the event. She did however really try to dance around it making it seem like its all my fault.

I apologize for the delay but I was out of the office on medical leave for over 2 months. A request was put in before I left to add an [redacted]native email contact but they did not get copied on this complaint. I am sorry for the inconvenience of the lateness of this reply.As Mr. [redacted] stated he...

requested and confirmed a billable cable and internet service, including leased equipment, was installed at his home [redacted] Street, Bloomsburg PA 17815 on 1/17/2007. (See ProLog Express application attached). There was a computer programming issue that occurred holding the statements from being processed on this account. This was rectified on 6/1/2009, bills were sent and contact was made with the customer, SECV apologized for the delay in billing and explained payment arrangements could be made.On 8/17/2009 the General Manager, Dwight W[redacted] spoke with Mr [redacted] who confirmed he had the service but couldn't afford the large balance all at once, which is understandable. SECV agreed to take responsibility of the delayed billing by discounting the balance 50% and working out a payment plan. Mr. [redacted] refused all efforts and service was disconnected 8/21/09. At this point they were receiving monthly statements including requests to return the leased equipment if they were not restarting. These notifications are sent via first class mail and SECV never received any returned mail due to move or forwarding address.Mr [redacted]'s statement says he only used the service for several months in 2007 and called for a disconnect but SECW never received that request or a call he was not receiving statements, otherwise, this billing issue could have been resolved at that time. He later states it was used until April 2009 when he took work in Philadelphia but confirmed on call in August 2009 he still had the service, When a disconnection is requested an order is immediately entered in the system and a disconnect date is given for customers to be home to pick up any equipment if applicable. Equipment can also be returned to the office during normal business hours or mailed.All leased equipment including converters, remote controls, modems and wiring installed in the home is property of SECV. The customer is responsible for any loss or damage to it and failure to return any leased equipment will result in additional charges to the subscriber.Mr. [redacted] knew when he ordered the services they carry a monthly fee. A billing issue occurred, however, this does not mean he is not responsible for the cable TV and internet charges he incurred. SECV acknowledged the late billing issue and as a solution offered a generous 50% discount on the services already received and reasonable payment plan. If the equipment would have been returned and a payment as small as $25 a month was made this would have been paid off. To date he has made no attempt to make a payment of any amount on the balance or return the leased equipment.SECV feels they supplied a fair resolution and if they wish to reconnect any SECW services they must pay for the services they already received. Mr [redacted] and other family members have contacted SECV recently and were given this information: Discounted balance (50%) and collection fees are $2,103.12 -- Unreturned Conv $300.00 + Unreturned Modem $63.55= $2,466.67. They stated they may still have the equipment, which if returned would lower the amount owed.There are several internet providers in the Bloomsburg area and SECV does not have agreements with a municipality with exclusivity rights.If you have any further questions or need additional information please let me know.Sincerely,Melinda D. W[redacted] Service Electric Cablevision, Inc Office Manager

According to our records, [redacted] had her Internet
service connected with [redacted] Service effective April 1, 2010.
size="3">It was during 2010 that [redacted] Service did
institute bandwidth usage caps for the various levels of Internet service that
were offered.  During February 2011, [redacted]
Service was acquired by Service Electric Cablevision under which an Internet
usage bandwidth cap program was continued. Bandwidth usage is a significant cost factor
in providing Internet service and Internet Service Providers (ISPs) must pay
for Internet access bandwidth that is then made available to its customers,
typically by offering several levels of service.  These levels of service typically vary by
offering different speeds to access the Internet and monthly bandwidth usage
limits in order to offer customers options that best meet their Internet needs.
[redacted] Internet service was not affected by a bandwidth
usage cap until April 2014 as was stated in the complaint.  At that time the customer's Internet usage pattern
had changed and was then exceeding the bandwidth cap for the level of service to
which was subscribed.  The customer had
the options of monitoring/managing their Internet usage to remain under the
monthly bandwidth usage limit or to upgrade the level of Internet service to a
higher monthly bandwidth cap.  It was the
customer's decision to upgrade their level of service.   To assist customers in managing their monthly
bandwidth usage, [redacted] makes available an Internet Usage Meter on the customer
support page of our website.  http://www.[redacted].com/support/   Bandwidth caps are reviewed/revised at least
on an annual basis and are presented on the website and in the Residential Internet Customer Agreement
which is also posted on support area of the [redacted] website. 
In January 2015, the customer was sent a notice of excess
bandwidth usage for usage during December 2014. 
The bandwidth usage notice provides information on ways to manage
bandwidth usage and reminds customers of their options of monitoring/managing
their Internet usage to remain under the monthly bandwidth usage limit or to
upgrade the level of Internet service to a higher monthly bandwidth cap. In
February 2015 a second notice of excess bandwidth usage was sent to the
customer regarding their January 2015 usage. 
In March 2015 a third notice of excess bandwidth usage was sent to the
customer regarding their February 2015 usage. 
This third notice informed the customer of their option to upgrade to a
higher level of Internet service that had a higher bandwidth usage limit or
service would be suspended for a thirty day period as per policy.  As [redacted] was not notified by the customer that
they wanted to upgrade their Internet level, service was suspended on March 26,
2015.  Following the suspension period
the customer opted not to have service restarted.
[redacted] strives to provide quality Internet services at fair
and competitive prices while also managing the network and applying policies so
that customers have the best Internet experience possible.  As the customer opted to increase their
Internet service level in April 2014 and utilized the service within the
bandwidth usage limits up to the time when the service was suspended in March
2015, it is the opinion of [redacted] that no refund is warranted.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Quite eloquent service electric!!!  about 2 years ago you changed your name(i am assuming a buy out) and raised my rates $10,saying you were evening me up w/your other customers.did you not know then what service(tier) I had???                                                            I also think Revdex.com and others should be aware of your monopoly in my area.I have contacted verzon(they have fiber optics 2 blocks from my house) and Xfinity etc. for alternatives to your horribly expensive and even more horrible programming.they all tell me they cant come here because you have a MONOPOLY!!! At $65 a month,the price was too high for what you have available.now you raise it another $40 a month?!?!?!Monopolies are illegal for the purpose of protecting people from the gouging you are doing!!                                                           I still cant believe you wouldnt compromise on the back charges to keep a customer.I guess thats the power a monopoly gives you.take it or leave it!!!!              Some business practices are 'charge whatever the market will bear'.well I cant bear it!!in closing ,I dont believe you can back charge after acknowledging full payment and admitting it was your mistake!
Regards,
[redacted]

SECV sent notifications out in November 2015 to all customers that they would be billed for bandwidth overages affective January 2016.  Customers receive alerts via email (If available) when their monthly data usage reaches 75%, 90% and 100% and letters if 100%.  After...

a customer exceeds their monthly plan more than three (3) times during the calendar year, a charge of $10 for every additional 50GB of data used during the month will be applied to their account.  We encourage customer to utilize our Internet usage Meter (secv.openvault.us/um) as a quick and easy way to track their usage to ensure they are within their monthly data plan limits.  All they need is their account number and zip code.  We also give information with each notice that they can switch to a plan that better meets their usage needs.   [redacted] has been sent 14 notices since January including 3 Grace periods where she was over 100%. At this point the $10 per 50GB applies since she did not upgrade to a level of bandwidth she is using.  She had a 600 GB plan and has been using 1025.2 GB- Feb, 1152.8 GB-March, 1149.2 GB- April.  May 2016 [redacted] has upgraded to the 200 M plan.  On a one-time only basis SECV has credited $120.00 UBB overage charges but she will have to stay within her Data Plan going forward.  Overage charges will be billable going forward and not additional credits will be applied.   If you have any questions or need additional information please let me know.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: poor customer service and follow up. No effort was made to follow up with a new customer to verify if account to charge monthly was correct. Never reached out to me to let me know there was a problem. 
Regards,
[redacted]

Revdex.com, [redacted] 
(5-28-15) ID # [redacted]  ...

                                        ...⇄ Date
6/8/15
 
According to our records [redacted] called SECV on
February 25, 2015 at 5:49 PM stating he was not receiving all his
channels.   The Customer Service Rep
determined the channels he was missing are on our Classic Cable tier and he was
only paying for our Local Advantage 23- Channel tier and 5 Meg Internet.    At that time SECV turned on full
encryption.   This would have scrambled
channels customers were not being billed for but possibly receiving.  According to [redacted] he had been
receiving our Full Classic Cable tier but only being billed and paying for the
limited- Local advantage tier for approximately 8 years.
On 2/25/15 he was given the option to (1) only receive the
limited channels he was paying for or (2) upgrade to the Classic Cable Tier for
an additional monthly fee.   During that phone
call (Wave file attached) [redacted]
requested to receive the channels in our Classic Cable Tier which is an upgrade
to the Classic Cable Tier, the channels were added, he was informed of the
additional monthly costs and he also confirmed he was now receiving the
additional channels.
During the encryption project there was a billing backlog
which affected [redacted]’s account. 
This caused a delay in upgraded service charges appearing on his
statement, however, does not preclude him from being responsible for the fees
for the additional channels he received since 2/25/15.  The amount
on his statement printed on 5/7/15 reflects the additional charges for the
difference from 2/25/15 to 5/12/15 for Classic Cable (Total $96.20) plus his monthly
bill for his new package for a total of $197.92.  Nothing has been paid since 4/28/15 so
another statement has printed 6/7/15 adding another month of his new service
which he probably has not received yet. 
Several office staff members have explained this to [redacted] on the telephone and through several detailed emails without success.  (see Attached).  [redacted] has received the Classic Cable
tiers for over 8 years and SECV is only charging to the date we encrypted the
channels and he requested continued delivery of those channels which was 2/25/15.   There was a delay in the charges being on
his statement, however, no credit is warranted in this situation.   If you need additional information please
feel free to contact me, Lindy M[redacted] at ###-###-#### or ###-###-####. I will
be out of the office from 6/12/15 – 6/22/15 with limited access to email or
phone messages.   In my absence you can
reach the assistant office manager, Holly K[redacted].   Thanks
 
                                        ...⇄ Sincerely,
 
 
                                        ...⇄ Melinda
* M[redacted]
                                        ...⇄ Service
Electric Cablevision, Inc.
                                        ...⇄ (Office
Manager)

See Attachments
9-24-15
Revdex.com
Complaint ID #...

[redacted] - [redacted]
Bloomsburg PA [redacted]
Attached please find the SECV Internet TV Bundle & Save
disclaimer explaining that all bundled packages require a HD/Digital Converter
or HD/DVR converter or Media player for the discounted pricing.  The cost of the rental converters, modem and
taxes and fees are not included in that package price. 
After reviewing his account he had Digital Transport
Adapters installed for the cable instead of converters.  I have included a copy of the signed work
order for his installation on 8/26/15 and the back listing the Terms and
Conditions he agreed to.  As part of those
Terms and Conditions it states “Your cable bill is payable in advance for each
monthly cycle of service and normally covers a 30-31 day period.
His first statement in the amount of $296.10 included
services for 2 months (August 26th – October 25th) to get
him into an advance billing cycle and was due 9/24/15.  He paid the statement amount of $296.10 on
9/16/15 and his future statement amount should be $147.18 with services, rental
equipment, taxes and fees.   If there was
some miscommunication on the type of equipment installed on 8/26/15 for his
order we will contact him and review his options to get the equipment necessary
for the bundled package discount and pricing.  
If he agrees to the new equipment and pricing we will offer to install
the (1) required converter at no charge.   
His first bill will not be free but if he agrees to the required
equipment for the bundled discounts we will adjust the difference
accordingly.  
If you need any additional information or have any further
questions please feel free to contact me.
Sincerely,
Melinda * W[redacted]
Office Manager,
Service Electric Cablevision, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

SECV stands by our initial response to this
matter.

We do apologize if this customer was sent marketing advertisements in the mail she chooses not to receive.  We have taken the necessary steps to discontinue mailing with as many of the advertising agents we work with as possible.  This could take several weeks to go through...

since some of these marketing distributions are scheduled months in advance but eventually it should catch up and stop being sent to this address.  Other notifications such as annual customer notifications, rate changes, channel removals will continue as regulated required notifications.  If they have any further questions please let us know. Thanks  Lindy W[redacted] (Office Manager) Service Electric Cablevision Inc [redacted]Northumberland PA [redacted] ###-###-####

November 22, 2017Dear Sir/Madam:We are in receipt of the above mentioned Complaint alleging that Service Electric Cablevision, Inc. (“SECV") was unresponsive to [redacted]'s concerns regarding her High Speed Internet (“HSI”) speeds and that she has "no resolution” to the issue. All claims are...

factually inaccurate and unsupported.In addition to this current Revdex.com Complaint, she has also filed a FCC Consumer Complaint also seeking an adjustment of two months of service to her account. Currently, [redacted] is a customer of SECV's subscribing to our 100 Mbps Tier of HSI. Her account is riddled with numerous delinquent payments and several disconnects since becoming a customer in 2014.According to SECV records, [redacted] moved to her current address just recently and service was connected September 19, 2017. At the time of the move, she was leasing a SECV modem and transferred it to her new residence, self-installing it. On October 10, 2017, she requested that her personal owned modem be added to her account for use. SECV's technical records indicate the [redacted] address for her personally owned modem was no longer in use after October 19, 2017. After this date the technical records indicate, she resumed using her SECV leased modem.November 1, 2017, SECV's Customer Service Department received a call from [redacted] concerning the quality of her HSI at her new residence. During this call a CSR remotely tested her modem's performance and that current firmware was updated. All testing indicated that her equipment was running properly. The CSR then recommend that a service call be scheduled for her residence, so that a technician could physically inspect the lines inside and around the home. She refused the recommendation and insisted she be given a new modem. Management agreed to give her new equipment, despite the fact that the modem was determined to not be the issue. On November 3, 2017, [redacted] was issued a new modem to do a self-install and technical records indicate the new [redacted] address being used as of November 4, 2017.On November 5, 2017, [redacted] indicates in an email to SECV that she had been having HSI issues since September 27, 2017 and provides several screenshots of speed tests that she performed from September 27th to November 3rd. It is unclear what device she was using to test speed; if it was directly connected to her modem or tested wirelessly; if she was using the appropriate dedicated network speed test to measure her speeds that can be found at http://speedtest.secv.com . There are numerous variables that can affect testing, so we found these screenshots to be unreliable. The email further acknowledges that her speeds issues were resolved after the modem was changed, but is requesting a billing adjustment.Despite the acknowledgment in her November 5th email that her HSI issue had been resolved, [redacted] filed this Complaint and a FCC Complaint on November 6th indicating the issues were “unresolved" and that SECV was “unresponsive". Clearly, this is untrue as demonstrated by her own email and string of events that occurred after SECV was made aware of the service issue on November 1, 2017. Upon receiving these additional Complaints, SECV scheduled a service call to her residence for November 16, 2017. At this point, SECV was receiving mixed messages from [redacted]. An automated system notified [redacted] that a visit was scheduled; she promptly called into customer service. During a recorded call with a CSR that same day, she stated, “Since I changed my modem | no longer have speed issues," and that she was looking for a credit towards her bill. [redacted] again refused to allow SECV technicians to further inspect the issue as she felt the issues had been resolved. Despite the refusal for inside inspection, SECV sent a technician to measure speeds outside the home from the tap at which [redacted]'s cable line was connected to at the telephone pole. All testing indicated that appropriate speeds were being sent through the line to her residence.SECV is confident that our company responded appropriately and in a timely manner to resolve [redacted]'s issue. All testing was performed to address the issue, short of entering the home, which wasn't allowed by [redacted]. Furthermore, it is the customer's responsibility to notify SECV of any alleged service issues promptly, not months later and expect adjustments towards their bill. Based on these facts, we respectfully, ask that this complaint be dismissed against SECV.Sincerely,Bethany P Senior Paralegal

Most horrible customer service, quality of services provided is horrible. Beware of this company!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
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. 
Regards,
[redacted]

[redacted] had an account with Service Electric Cablevision, Inc. (SECV) that was charged/written off for non-payment in April 2006 in the...

amount of $548.79. The account was sent to Credit Protection Collection Agency and collection charges were accessed to the account in the amount of $137.20 in accordance with SECV’s Cable Service Agreement FOR A TOTAL DUE OF $685.99.  He received letters from SECV’s collection agency requesting payment for approximately only 12 months. Pennsylvania Law allows for the legal collection of debts up to four years from the date of the initial missed payment. After this time period has expired, it simply means that SECV can no longer enforce collection of the debt through legal means such as a lawsuit.  We are not aware of any collection letters or calls being made after the initial 12 month period.  He has not been contacted by SECV or Credit Protection Collection Agency since that time period nor were any payments made by him toward the balance. It should be noted that this debt was reported to the three major Credit Bureaus for the legally allowed time period of 7.5 years in accordance with the Fair Credit Reporting Act. On November 11, 2016, Mr. [redacted] inquired about getting internet service at a new address.  At that time he was told of the written off balance and the need to pay the amount due to get service turned on at this new address. Despite this balance being over 10 years old, it’s within SECV’s discretion and legal rights to make decisions on extending services to customers with past due, written off agency balances.  He is not being harassed for payment.  If and when he chooses to pay the account to a zero balance, he becomes a customer in good standing and will be extended services.  Again, he was not solicited for payment.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.   It still does not explain the horrible customer service and the error in billing - how I had a 150% increase in usage which would be streaming 24 hours 7 days a week for 15 days to get that much overage.  This resolution is fine because I will be moving soon and will no longer have to deal with the worse customer service ever as well as the worse internet provider.
Regards,
[redacted]