Complaints

This profile includes complaints for Altice USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Altice USA

  1 Ct Square W Long Island City, NY 11101

• 

  Altice USA

  200 Jericho Quadrangle Jericho, NY 11753

• 

  Altice USA

  275 Centennial Avenue Piscataway, NJ 08855

• 

  Altice USA

  100 Hamilton Plaza Paterson, NJ 07501

• 

  Optimum

  28 Cross St Ste 1 Norwalk, CT 06851

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE HAD CONTINUOUS DISRUPTIONS IN ************ SINCE I ENROLLED WITH OPTIMUM. MORE RECENTLY I HAD NO SERVICE FROM 8/2-8/20/24 WHEN THE **** ISSUE WAS FINALLY RESOLVED. OPTIMUM HAS ALSO CHARGED ME FOR MOBILE PHONE SERVICE WHICH I HAVE NEVER HAD WITH THEM. I HAVE REPEATEDLY SPOKEN WITH OPTIMUM AND THEY HAVE NEVER REINBURSED ME FOR SERVICE DISRUTIONS OR PHONE SERVICE I NEVER HAD. I WOULD GREATLY APPRECIATE YOUR ASSISTANCE RESOLVING THIS PROBLEM. THANK YOU

  Business Response

  Date: 09/13/2024

  Optimum spoke with the customer on September 9th, 2024, regarding their service and billing issues in response to the complaint. The customer verified that a service issues were resolved by a service visit that was completed on August 20th, 2024, where the technician replaced the modem. A credit was applied to their account for the verified service interruption. Optimum also advised that the mobile account was previously closed and refunded back in July 2023. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on the phone and the lady told me my new bill will be 55 dollars a month. I got this email saying it will be 65 dollars a month. I never agreed to 65. I called back and they told me its 65 and there is nothing they can do.

  Business Response

  Date: 09/10/2024

  Optimum spoke to the customer on September 10, ******** addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/30/24, at 8:49, I called Optimum because my Internet had been out since the day before. They advised there was an outtage that had been resolved however my services were still not working. An agent by the name of *********** answered the line and sounded like she was upset. She talked over me, refused to give me a manager. Instead of her understanding my frustration, she used the power she had to handle me terribly. She yelled at me, then told me that was my final warning. I asked her to transfer me to someone who could help me , she transferred me to billing whom was closed when I was having technical issues. I want this call pulled so you can see how I was handled. For 2 days of no service, and missing work, they gave me a $3 credit.. just throwing that out there.

  Business Response

  Date: 09/12/2024

  Optimum spoke to the customer on September 12, ******** fully addressed the customers service concerns. A credit was applied to their account for the verified service interruption. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 09/12/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am owed a credit of $20 dollars. This was agreed by customer support due to my household not having wifi for 13 days. We have had 3 techs come out and they could not fix the issue. When I received my final bill, the bill showed the whole amount and not the prorated amount I was promised. When I reached out to support, I was told that they could not do that and I could not speak to a manager. I would like my credit that was promised to me by the support agent. The way this company is ran I'd completely unacceptable and dishonest. Our wifi went out on the 19th and did not return until the 29th. I refuse to pay for a service I did not have access to use for almost 2 weeks.

  Business Response

  Date: 09/12/2024

  In response to the complaint, Optimum attempted to reach the customer on August 30, 2024, regarding the complaint but was unsuccessful. Optimum spoke with the customer and advised that credit was applied for loss of service. Optimum remains available should further assistance be required.
  
  

  Customer Answer

  Date: 09/12/2024

  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]

   I was contacted Friday and missed the call, when I called back I did not reach anyone. I then sent an email that same day and it took me several days to reach *** ***** I ended up sending a follow-up email the next week and did not get a response until I called 2 days later. I am not satisfied, I did receive a credit but that was followed up with dishonesty and disrespect. I have filed a new complaint regarding the new issue that has emerged from this whole ordeal. Stop lying to your customers and make good on your word.

   

   

   

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

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

  Business Response

  Date: 09/19/2024

  In response to the rebuttal, Optimum attempted to reach the customer on September 13, 2024, regarding the complaint but was unsuccessful. Optimum credit for loss of services was applied to the account. ******************** remains available should further assistance be required.
  
  

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has provided service to me for 25 yrs. I found a new provider and called to see what the procedure was to disconnect service. This was done on the 15th of Aug 2024. They told me that my service was paid thru the 21st of said year. I told them (on a recorded line) to disconnect. They said it would be turned off at midnight the 21st. They asked cable, internet, land line or everything. I told them everything. They also told me I had 30 days to turn in equipment. I called back on the 23th and told them service had not been turned off. The lady per me on hold and when she came back, she told me I was correct and she would take care of it. When I turned in my equipment, I was told the service is still on. I came home and called the company and instead of fixing the problem, they tried to sell me service. As i write this, service is still on. I am not paying anyone any money. I want this service turned off immediately and let that be that.

  Business Response

  Date: 09/12/2024

  Optimum spoke with the customer on September 4th, 2024, regarding their billing issue in response to the complaint. Upon review of the account, ******************** applied a credit to the account for the verified billing error. On September 12th, 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. 

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was 2 months delayed in payment and on 8/9/24 my services were disconnected, on 8/16/24 I spoke with a ***resentative and advised I was out on WC and was going to make a payment on 8/19/24, it was 140 owed at 70 per month, on 8/19/24 I made the payment of ****** and was told by **** *** that my services would restart that same day I was super happy since the internet us all I have and my phone is also connected because I had to get a free phone and the internet is limited to 4gig. 3 hours later that same day I call optimum again and the young Man *** that answers says that in order for me to get services again I had to pay the 242 balance and return the equipment which made no sense because the balance included 130 for the equipment, also I had already paid for the months I owed and the current month was a partial month. He gave me a number to call which was a collection agency which o didn't understand why they were putting me through this, I filed a complaint through the BBB and on 8/20/24 a complaint specialist from optimum **** calls me and says he's going to help me, he never called me again. Monday 8/26/24 I pay the rest of the bill the 242 and change and call to advise I paid so they can restart my services and the first *** ******* transfers me to sales and **** answers and says she's going to help, I don't know why she transferred me and I wound up with customer service ***resentative ******** he flat out said he couldn't help gave me a number that turned out to be the fraud department, there thec*** transferred me to sales again and ******** supposedly helped me and said I. 24 hours my services would restart. yesterday I called **** and he says he doesn't know what's going on with my services transferred me to sales again and **** said I had to apply again and I have to wait till 9/5/24 I had to pay ***** for installation. I want my services expedited for 8/30/24 and I want a refund 290 3 free months and a lower monthly fee for inconveniences.

  Business Response

  Date: 08/29/2024

  Optimum spoke with the customer on August 29th, 2024, regarding their service and billing issues in response to the complaint. A service visit was completed on August 29th, 2024, to restart the customer's service. ******************** also advised the customer and that a credit would be applied to their account for the equipment. The customer has our direct contact information should any further assistance be required. 

  Customer Answer

  Date: 08/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stopped receiving Optimum service on 03/07/2024 and returned all equipment. On March 17, 2024, Optimum billed me for internet service for billing period 03/06/2024 - 04/05/2024 in the amount of $193.97 (see attachment). Their invoice showed a zero balance prior to this billing. I have a receipt for the return of equipment dated 03/07/2024, which they acknowledged. I expected them to credit the billing for 03/06/2024 - 04/05/2024 or at most bill me for the one day 03/06/2024. They refused to credit any of the billing and instead reported the $193.97 to the credit reporting agency and negatively impacted my credit score. I tried several times to resolve this by phone. Their response to me was that I received the billed and I should have paid it. I want them to issue credit for the portion of the bill (03/07/2024 - 04/05/2024) that incurred after I terminated the service.

  Business Response

  Date: 09/05/2024

  Optimum spoke to the customer on September 5, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:08/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Optimum is a business and I understand the goal of making money but failing to disclose the existence of the Altice Advantage to customers below the poverty line is predatory. I initially signed up for the *** credit but those eligible are also eligible for the Altice Advantage. Since *** has run out of funding in May, I called and texted about how my bill can become more affordable, but have only been given the run around with minimal discount applied. I recently discovered the existence of the Optimum Advantage and called to let them know that I need this applied to my account. Over the past 2 weeks, Agents 1 & 4 told me this was possible right after payment and Agent 1 claimed to make note of this on my account. Agents 2, 3 & 5 are telling me that even after payment, I cannot switch to that program without disconnecting my account for 60 days to start a new account. The lack of transparency used to purposefully squeeze money of poor people is insane. Other family members of mine are looking to disconnect their services for similar reasons.

  Business Response

  Date: 09/11/2024

  In response to the complaint, Optimum spoke with the customer on August 28, 2024, regarding the complaint. Optimum found that the account was disconnected for nonpayment. The customer advised will pay the past due amount but wants to get on the Advantage plan. Optimum remains available should further assistance be required.
  
  

  Customer Answer

  Date: 09/12/2024

  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:

  On that Aug. 28th call, the representative called me and I discussed this matter at great length. I explained that it is a scam and shady practice to offer a program that can only be activated for new accounts while never even disclosing its availability to customers. Notice how his incomplete and quite disgusting response on this thread leaves out where he admitted that they purposely do not disclose this information to new customers. He claimed that it was because poverty is not common That is a bold lie given all the places their services are most utilized in ***. Lastly, he did nothing to address the inconsistencies in information provided by each representative nor their lack of transparency, but now thinks its appropriate to get on here and claim that my issue is related to nonpayment. Most people would not willingly pay a scammer and neither will I. His response only confirms his vendetta against his poorest customers.

   

   

   

   

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

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

  Business Response

  Date: 09/13/2024

  In response to the rebuttal, Optimum spoke to the customer on September 12, 2024, ******************** advised that all information about Optimum pricing and plans can be found on our website. Optimum remains available should further assistance be required.
  
  

  Customer Answer

  Date: 09/17/2024

  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: 

  As explained on the call, people calling in to begin services ask about low costs incessantly and STILL the cheapest plan is withheld for the purpose of increased profits. That is a shady business practice and even so, when I initially inquired to start services no one suggested that I scour the website for the cheapest plan, so how would anyone have a proper opportunity to sign up?

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

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been trying to get help canceling my internet but the company will not help disabled people get accommodations to cancel service. *** emailed and chatted with them over and over with no help in canceling internet

  Business Response

  Date: 09/03/2024

  Optimum spoke with the customer on September 3 ******************************************** response to the complaint the account was placed on disconnection on the last day of your billing cycle August *******.

• Initial Complaint

  Date:08/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 5, 2024 I called an online number to order internet service from Optimum. I was told that there would be an installation charge of $!00. dollars and first months service at $40.to be paid in advance. I gave my credit card number to the agent and was told that my service would be installed on August 07, 2024. The $140. was presented to my bank on August 7, 2024 and was paid showing my account number and the ******************** phone number. My service was installed as agreed but on August 14, 2024 I received a text from Optimum stating that my bill was ready to be viewed. It showed that I still owed $146.75. I then went to the local office in ********, ** and talked with another agent who said they had no record of my $140. payment in the initial contact when my bank statement clearly showed that Optimum got the money. They put me in touch with another agent named **************** who said he would investigate the case #******. **************** told me the same thing the other agent said that there was no record of my payment. On August 16, 2024 I went to the local Optimum office and paid the bill a second time of $146.75. I would like a billing credit for the $140. originally paid. Thank you.

  Business Response

  Date: 08/28/2024

  Optimum spoke to the customer on August 28, 224, and addressed the customers billing concerns in full. The missing payment has been located and processed towards the customer account. As the customer has requested a reversal of the payment, the fund will be sent back to the customer back within 72 business hours.  We remain available should the customer require any further assistance.