ComplaintsforAltice USA

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since February of 2024, I and my wife have been sparring with Altice aka Optimum over the cancellation of my account. Billing cycle starts on the 4th of the month; I called and cancelled on the 17th. Therefore, I offered to pay prorated amount equal to 14 days, or half a month. They insist that I pay for the full month, plus March, April, and May because they "rejected" my cancellation request. I refuse to pay for services not rendered. On April 10th I filed a complaint with BBB, who mandates a response. Altice called me April 11, took a statement, and said well call you back. Never did. I called and left messages. I finally reached a live person on May 20. She told me that I am Unauthorized to close this account. I am indeed authorized by the name on the account, who is my spouse. The agent said that we are paid thru April 3 and the account was closed on April 6, and we owe for the entire month - $344. I refused. Agent said, I will call you back. Never did. My requirements today are to: close my account (which is apparently done), remove any charges remaining, and retract any negative reports to credit agencies.

  Business response

  05/31/2024

  Optimum spoke to the customer on May 31, 2024, and addressed the complaint in full. It was confirmed that a request for disconnect was never received from the account holder; therefore, the account remained active until April 6, 2024.We remain available should the customer require any further assistance.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I discontinued service with this company. Their equipment was returned 5-9-24 yet they charged me for the entire month of May. I dont understand why they are allowed to do this. It should be prorated. They did the exact same thing to my neighbor who discontinued same time i did. How much money are they stealing from people discontinuing their service. I was on the phone May 8th to an ********* who was extremely rude to me. When i complained to him that day that they had no right to charge me for the full month he claimed that wasn't what he was telling me and basically told me to shut up and listen to what hr was saying. Yet this is exactly what happened. They shouldn't be allowed to do this to people. I am fine paying a prorated amount . I dont think its right they can charge for the full month when i was no longer using their equipment or services. Just another example of big business getting away with ****

  Business response

  05/28/2024

  In response to the complaint, Optimum spoke with the customer on May 24, 2024, and explained our Disconnect Policy, which states that service disconnections are effective on the last day of their then-current billing period. Our records indicated that this customer requested to disconnect service on May 8, 2024, and their monthly billing period ends on the 31st of each month. Therefore, this customers account will be entirely disconnected on May 31, 2024. Optimum provided our direct contact information to the complainant should further assistance be required.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2024, I reached out to Optimum Business internet, a brand of ***** USA to try to get services installed at a new location for our urgent care clinic brand. We have locations across multiple states with 12 locations in ************** alone. I was told by an employee that a site survey would need to be done which is standard protocol, and that I would be contacted by someone from their team to schedule an install. I waited 2 weeks and called to get an update, and was told it would be 2 weeks as construction is needed and u would receive a quote to get service. I waited another 2 weeks and called again after not hearing from anyone via phone or email. The employee told me that our site was not serviceable to which I asked about the construction and that employee stated that there wasnt anything on the account about construction, but he would put in an order with an install date so that someone would absolutely have to call me. The install day approaches and nobody calls or contacts me via email. A technician never even showed up to do the install. I called again to see what was going on, and again ** told nothing about what is going on. I then called the many businesses that surround our site, and all of them receive ******** services from Optimum. I called Optimum again, asked to speak with a supervisor and was told and I quote No amount of money can get us to your building. Not only do I feel that the above statement is completely unprofessional, but also discriminatory. How is it that other businesses that are within 100 feet from us are serviceable, but we are not? Its appears we are being discriminated against. I do not know why, but no one has been able to explain exactly what is going on. Absolutely terrible business practices for new customers.

  Business response

  05/31/2024

  Optimum spoke with the customer on May 21, 2024, regarding their request for installation or build to cost. Optimum escalated the customer concern and confirmed that the address is currently non-serviceable and would require a customer contribution to make the address serviceable. The customer was provided with the necessary quotes and next actions.  The customer has our direct contact information should any further assistance be required. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went to open an account with them, *******************************************, they sent a phone and it didn&#**;t work in February 2024. I called and cancelled with them. We just moved back to this address, thought we would keep their service and we cancelled it. We never had a phone to use their service. They are taking money out of my account and I would like for them to quit taking money out of my account. I never okayed them to do this.

  Business response

  05/20/2024

  Optimum spoke to the customer on May 20, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Account number #*********************+ hours on the phone just to cancel Optimum service is ridiculous. We were hung up on 4 times during this experience. I do not and should not have to answer personal questions and divulge personal information just to cancel service. I dont want to talk to customer retention for 2 hours just to sit on hold for 30 mins to get to a guy that was able to to cancel the service in 10 minutes.I called Corporate to talk to management about this and was reassured by the manager that He would take care of it, He transfered me back to Customer retention only to have to go back through the whole mess again. The worst part was they are not there to cancel the service but to delay you and make offers as much as 40% off the monthly bill.. I did not want to reduce the bill I wanted to terminate service. Worst customer service experience ever. Now, My billing cycle is month to month. From the 12 of May to the 11th of June, ******* was disconnected on the 16th of May. I will be billed for service after that 16th of May till June 2nd I signed no contract with Optimum requiring me to pay for service after the date of termination. I should not be billed for services I will not receive or use. Optimum purchased the company I was with called Suddenlink. And I never had any issues with Suddenlink with service termination or having to pay for service after date of cancelation.

  Business response

  05/17/2024

  In response to the complaint, Optimum spoke with the customer on May 17th, 2024 and explained our Disconnect Policy,which states that service disconnections are effective on the last day of their then-current billing period. Our records indicated that this customer requested to disconnect service on May 16th, 2024, and their monthly billing period ends on the 7th of each month. Therefore, this customers account was entirely disconnected on June 8th, 2024. Optimum provided our direct contact information to the complainant should further assistance be required.  

  Customer response

  05/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
  
  Optimum seems to think the complaint is about money only,  they failed to address being hung up on 4 times trying to get disconnected, 4 total hours on the phone  weaving through 4 customer retention people Who do nothing bu try and weasel personal information and if you dont provide it they will not proceed to the next set of criteria..  I literally spent 4 hours on the phone  just to finally be placed on hold for 30 minutes to speak to a singe person who was able to cancel the service in 10 minuets.. 
  
  The Abuse is if you dont go through their retention program asking very invasive questions and want us to have other family members pick up the service is ridicules they will not pass you on to the person who is able to disconnect the service.. 
  
  They make it a fight of attrition of who has greater will to endure their invasion of privacy. Wanting to know if I am moving, where am I going, what is the new address, How many people live in my residence. 
  
  
  
  This complaint is not about only the theft of monies but of the resoundingly harsh policies of the company ahs imposed on its customers of invading privacy and purposely making it almost impossible to disconnect service from them.  It should not take 4 hours and have 3 agents hang up on the client on purpose just to make it difficult on the client who want to disconnect service.   When I called Corporate to complain about the treatment, figuring a Manager would be more helpful. No the Manager just transfers you back the que of customer retention. 
  
  As for the Monies.  We were always paid well in advance and always had a surplus balance. I dont expect a dime from this company they are to greedy.  This complaint is to warn others that *** research Optimum before signing on with them so they might know what to expect in customer relations.  BTW. I was a customer for over 10 years.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********************* **
  
  
  
  
   
  

  Business response

  05/22/2024

  In response to the rebuttal, Optimum spoke with the customer on May 17th, 2024, and explained our Disconnect Policy, which states that service disconnections are effective on the last day of their then-current billing period. Our records indicated that this customer requested to disconnect service on May 16th, 2024, and their monthly billing period ends on the 7th of each month. Therefore, this customers account was entirely disconnected on June 8th, 2024. Optimum reviewed the calls that occurred on May 16th, 2024. The agents asked the required questions to disconnect the service and did not hang up on the customer. ******************** provided our direct contact information to the complainant should further assistance be required.

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Optimum is the worst customer experience in disconnection service. It literally took 4 ours to get disconnected from them.  They flat refuse to disconnect the siverce unless you are processded through Customer retention service which where the bulk of the 4 hours is spent.  After finally being disconnected from Optimum I have received daily emails and phone calls every other day wanting to restore or know why I left their service.. 
  
  This Company knows no limit to their greed and tanasticy of relentless bothersome contact that is no longer wanted nor desired.  They continue this unwanted contact even after being told to stop all forms of contact.  Asking for a supervisor does no good as all they will do is one: place you on hold for extended periods, or two: tell you that non are available.  Calling corporate is useless as they know the game is afoot and fully endorse the practice
  
  Both replies from Optimum have focused on the billing cycle and money.  Optimum has not address the customer treatment or the service they endorse, Beware in signing on with the company as their customer service is atrocious when it comes to departure.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********************* **
  
  
  
  
   
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my internet service with Optimum over the phone on April 16, 2024. The next day I received an email from Optimum informing me they added a new service (Premier Protection and Support) to my account. I canceled, not added, a service. A month later I have now made 7 phone calls (approximately 3 hours total on the phone), received two bills, and had my credit card charged $21.79 for the first bill, for a service I never authorized and have actually tried for a month to have removed. The only answer I have received from Optimum is they show my account is closed and I should not receive a bill or be charged. After multiple attempts I have been unable to resolve this issue with Optimum directly. Thank you for your assistance with this matter.*************************, ** ************

  Business response

  05/30/2024

  Optimum spoke with the customer on May 17, 2024. In response to the complaint, Optimum removed the charge, and a refund was processed for the charge. The customer has our direct contact information should any further assistance be required. 
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was with Optimum Cable for about 6 years. Over the last couple of years the bill kept going up. Over the last 6 months, I was promised promotion deals and Optimum kept reneging. So I finally canceled my service on ***** 2, 2024. I was sent a email confirming that and the email said that I had to return all equipment immediately. I returned the equipment on ***** 8, 2024 and I received a receipt and a confirmation email. Prior to this the month of March bill was satisfied. So, I expected at this time is to wait for a final bill for the few days that I had service. Optimum sends me a bill for ***** asking for over $200.00. They charged me for the entire month of *****, even though I didn't have service. Even though I didn't have equipment. Then in May they sent another bill for an extra $500.00 for equipment. I had to call them and tell them that I have a receipt and email confirmation of returned equipment. I believe they have since removed that charge. They said the billing cycle started so I have to pay for the entire month. I say NO! I will not pay for a service that I didn't have. This company really think it's okay to do this to people. They have been calling me every other day to get me back as a customer but want to treat me like this. I want to be done with these people. I'm ok if i have to pay from ***** 1-2 when I cancelled or ***** 1-8 when I returned their equipment. But paying for the entire month of ***** is unexceptable.

  Business response

  05/17/2024

  Optimum spoke to the customer on May 16, **************************************************** full. We remain available should the customer require any further assistance.

  Customer response

  05/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I canceled my service on April 2. I was sent an email from Optimum to return the equipment immediately. I did so promptly on April 8 at their location. Then they billed me for April 1-30. I did not have service with them. I did not have any equipment. I am not paying $200 for service I did not have. This is not okay. Then for the month of May, they charged me for the equipment, $500. I had to call them and tell them that I turned all their stuff in. They have since removed the equipment charge. But I don't agree with paying a bill for a whole month when I canceled and didn't have any service.]

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  05/24/2024

  Optimum spoke to the customer on May 23, 2024, and addressed the customers billing concerns in full and advised of Optimum's Voluntary Disconnection Policy. We remain available should the customer require any further assistance.

  Customer response

  05/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Optimun continues with their poor business practice of charging customers after they have canceled their service. I canceled my account with them on ***** 2, 2024. This was after months of Optimum over charging me for service. I then received an email from them acknowledging my cancellation and telling me to return the equipment immediately. I returned the equipment on ***** 8, 2024. I received a receipt of returned equipment via email and hard copy. I paid them for March. Optimum told me that they will bill me for the entire month of ***** even though I canceled with them and I returned their equipment to them. I do not have a contract with them. I told them that would not pay them for service I did not have. I told them that I would pay them for either ***** 1 to ***** 2, which is when I canceled or ***** 1 to the day that I returned their equipment back to them which was on ***** 8, 2024. Optimum declined that offer and has made it clear that they are not interested in being fair. They told me that billing me for the entire month of ***** is a legit charge. The City of New York needs to look into how Optimum does business and I would advise anyone who is thinking about using Optimum service to think twice. ]

  ***************************
  
  
  
  
   
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 7, 2023 Altice contacted me about an alleged debt via a collection agency. This debt is wrong, so on November 13, 2023, (within 30 days of receipt), I sent a letter to the agency denying the debt and, as is my right under the Fair Debt Collection Practices Act, I requested a verification of the debt and the name and address of the original creditor.My requests were ignored by Altice and their debt collector.On 6th April, 2024, Altice contacted me a second time about the same debt through a different collection agency, thus breaching the terms of the Fair Debt Collection Practices Act and consequently harassing me. As well as the resolutions requested here, I want the Better Business Bureau to rule against Altice and to reflect that ruling in their BBB rating going forward.

  Business response

  05/15/2024

  Optimum spoke with the customer in response to the complaint on May 13, 2024 and explained our Disconnect Policy, which states that service disconnections are effective on the last day of their then-current billing period. Our records indicated that this customer requested to disconnect service on June 22, 2023,and their monthly billing period ends on the 22nd of each month. Therefore,this customers account was entirely disconnected on July 22, 2023. Optimum provided our direct contact information to the complainant should further assistance be requiredthe unpaid balance of $164.66 remains with the collection agency.

  Customer response

  05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The Optimum response is NOT true.  Optimum DID speak with me but the content of that conversation (which was recorded) is misrepresented.  As a result, I require ALL further communications to be in writing and not via phone.

  1. My complaint is about illegal debt collection practices

  2.  Optimum's "Disconnect Policy" is irrelevant to this complaint and as a result was NOT discussed, in spite of Optimum's contention that it was "explained"

  3.  I wrote the following email to Optimum in response: 

  ********
  
  
  Just to be clear.  My complaint was about illegal debt collection practices and your Disconnect Policy does not cover that."

  4.  Optimum has not addressed my issue and I have made that clear to them.  Their representative, ********, was just trying to "check a box" to get rid of this complaint and it should be escalated
  
  
  *******************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  05/17/2024

  Optimum spoke with the customer in response to the complaint on May 13, 2024. It explained our Disconnect Policy, which states that service disconnections are effective on the last day of their then-current billing period. Our records indicated that this customer requested to disconnect service on June 22, 2023,and their monthly billing period ends on the 22nd of each month. Therefore,this customers account was entirely disconnected on July 22, 2023. Optimum provided our direct contact information to the complainant should further assistance be requiredthe unpaid balance of $164.66 remains with the collection agency.

  Customer response

  05/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is now the second time that Altice has completely ignored the subject of my complaint.  This complaint is about unfair practices under the terms of the Fair Debt Collection Practices Act and consequent harassment.  Rather than addressing the subject of the complaint (harassment and a breach of federal law), Altice continues to try to justify in its view why an alleged debt is correct.  This supposed justification has nothing to do with the complaint - WHICH IS ABOUT UNFAIR AND ILLEGAL DEBT COLLECTION PRACTICES.  please ask Altice to address the complaint.

  *******************
  
  
  
  
   
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Without internet dies not connect as of 5/8/24 and an technician appointment needed to be placed to correct the issue and the earliest available appointment was 5/13/24 putting us without internet for just under 5 days and as if the price isnt highway robbery as it is, now we are paying for service we dont even have and thats not right, thus, I am requesting an credit to our bill for the days we will be/were without internet. I contacted customer service the next morning of making the tech appointment and am told the account shows as active well we dont have internet so I dont know what that means but if they were saying our internet is up and running they need to check again because that is *******. Optimum is just a smig lower in service cost otherwise I would of switched to ******* and had it put in my name opposed to us having the account in our moms name. As I have ******* wireless. If not for optimums horrible equipment/services I switch to wireless service through them to lower the bill but ha not with all the problems we have with them day in and out!

  Business response

  05/23/2024

  Optimum attempted to reach the customer by phone on May 10, 2024, May 21, 2024, and May 23, 2024, but was unsuccessful. A service visit was completed on May 22, 2024, during which the technician replaced the outside wiring. A credit has been applied to the customers account for the intermittent Internet issue. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

  Customer response

  05/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The technician that was out here and replaced wires for serve tv ingress of which caused not to have tv for two days and the tvs are starting to act right back up again so theres clearly more to it then the wire placed. Just titred of not being able to turn tv on and find out you cant watch it because optimums services fail to do so, what a joke $7 credit for the internet interruption and um what about an tv credit for the tv interruption? I will dispute the amount I feel is reasonable not to have to pay with the financial institution, if needed! I dont answer your calls because talking to executive office representatives isnt going to solve my issues. Not like u can replace a wire over the phone. Anyway optimum is the worst ever and they wonder why customers leave and stupidity come and ask how they can get you to come back. Looking into switching providers real fast! 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  05/31/2024

  In response to the rebuttal. Optimum attempted to reach the customer by phone on May 21, 2024, and May 31, 2024, but was unsuccessful. Upon review of the customers account, we would need to schedule a service visit to the customers home to further investigate their claim of intermittent TV service. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
  

  Customer response

  06/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me although problem still consist optimum seems to be making their best efforts to resolve and an tech appointment is scheduled for Tuesday June 4th. One several earlier ones were rescheduled due to the intermittence of the issue. It was very frustrating today for example tv had ingress in early morning but it stopped mid morning so rescheduled for Tuesday and seconds later starts again and error at this time pops on the screen. Spoke with escalation team and they sent a hard signal to boxes and seems to have worked for that tv probably messed up the other though. Optimum may take this as a threat but if it continues I will start going to other agencies of the BBB kindly refer me to and/or taking legal action but first got to get the account in my name because my mom doesnt want to deal with all that, doesnt bother me just like not paying the bill until I have reliable service consistently wont neither. 
    Depite all that said optimum has been very cooperative in trying to resolve the issue so thats why I am excepting this response and the case to be closed besides there is another one of which will however remain open until all repairs are completed and done so correctly 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Optimum to set up internet service a few weeks prior to moving to ***** from *******. They advised they serviced my area and set up my account. The technician came on the night I arrived in *****, April 6. He placed a ladder against my wall without protection, damaging the walls, and he cracked the covering to my crawl space where he needed to access the cables. The tech expressed frustration at the location of the cables and the desire to spend time with his child, as it was late in the evening. I believe he was in a rush and upset about the tight space he had to maneuver. Once he realized the damage he asked for a towel to prevent further damage. He stated he would have his supervisor reach out to me for repairs. I have not heard from him and ****** has stopped responding to my texts. The damage is noted on my file with Optimum but no one has reached out to resolve it. Also, ****** advised we did not have a signal from Optimum at my address because I have a new construction home and Optimum is in the process of getting service there. They set up my account without active service simply because in the future they will be the provider for my address. That is unfair and they should have disclosed this to me when my account was set up so I would have sufficient time to seek options for internet as both myself and my mother work from home. This put us in a bind and we missed work the next day running around looking for options. No one had service in our area because the land is under development and the lines are not yet laid and all the land is not yet cleared so we had to pay $150 each for a hotspot from ********* I went into the local Optimum store to return the equipment and was advised by a rep that they have a policy where they would refund up to $200 if I had to be reconnected with another company in situations like this but it had to go through customer service. She could not do it in store. I have no resolution for damage or expenses.

  Business response

  05/21/2024

  Optimum spoke with the customer on May 9th, 2024, regarding their refund concern and damage complaint in response to the complaint. Regarding the refund concern, Optimum engaged its refund team, which is having the refund resent to the customer's address on file. Regarding the damage complaint, Optimum escalated the matter to its field team, which is actively working on the matter. On May 21st, 2024, Optimum followed up with the customer and advised of the above. The customer has our direct contact information should any further assistance be required. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩