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

  1111 Stewart Avenue Bethpage, NY 11714-3533

• 

  Altice USA

  6 Executive Boulevard Yonkers, NY 10701

• 

  Altice USA

  40 Potash Road Oakland, NJ 07436

• 

  Altice USA

  2137 Hamilton Ave. Trenton, NJ 08619

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:05/31/2024

  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 have paid for the monthly internet and they keep telling me that I haven't paid anything for this year, 2024. I have confirmation numbers and they have taken the money out of my banking account twice. They show no record of my payments. Every week, the amount that they say I owe keeps changing. I have cancelled my account and has asked for a label to be mailed to me so that I can send back their router.

  Business Response

  Date: 06/10/2024

  Optimum spoke with the customer on June 4, 2024, regarding their billing complaint.Optimum confirmed that all return check fees resulting from fraudulent payments being made toward the account had been waived. Optimum disconnected the customer account as requested and removed service charges billed after the requested disconnection date. The remaining balance owed has been emailed to the customer. ********************* attempts to reach the customer to provide an update were unsuccessful; however, voicemails and e-mails were sent, providing our direct contact information should further assistance be required.  

• Initial Complaint

  Date:05/31/2024

  Type:Billing 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 canceled my service with optimum for home tv / internet due to a move. I paid my usual amount on time for my last month of service and returned all equipment.However, they had jacked up my last month's bill to more than double what I normally pay without notice, claiming that all of my "discount credits" had expired and have now placed this account in collections for ******. The amount they charged me for the last month is more than double what I have usually paid them during my 4 years of service. This is price gouging at is finest - and needs to be reported and remediated.

  Business Response

  Date: 06/12/2024

  Optimum attempted to reach the customer by phone on June 10th, 11th, and 12th but was unsuccessful. A pro-rated credit was applied to their account for the verified billing dates. The customer has our direct contact information should any further assistance be required. 

  Customer Answer

  Date: 06/12/2024

  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:05/30/2024

  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.

  Months ago, in an effort to reduce my monthly bill, I cancelled my internet and landline phone service. Keeping only my cable tv service. (I also returned the equipment needed for the internet service.) This should have reduced my monthly bill by $100.00 according to the details on my bill which I mentioned when I called to reduce my service. I was paying $179.00/month. My bill has now increased to $185.00/month without internet and landline phone. Why an increase????The monthly cost should be decreased as my service was decreased. I made attempts to call the retention **** , but have been kept on hold and haven't gotten past the automated service to speak with an associate.

  Business Response

  Date: 06/12/2024

  Optimum attempted to reach the customer by phone on June 3, 2024, and June 12, 2024, but was unsuccessful.Upon review of the customers account, we would need to speak with the customer to discuss their billing concerns. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

  Customer Answer

  Date: 06/13/2024

  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 have not been able to speak with a rep and have not received a voicemail.   I have made many attempts to phone and have been kept on hold. There is no need for me to speak with a rep as my

  request is simply to have the charge on my account reduced.  As stated, my monthy bill should have been reduced by $100.00 when I cancelled my landline phone and internet service. 

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

  Customer Answer

  Date: 06/25/2024

  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

  Although I have spoken with a rep, my rate has not been reduced with the cancellation of landline phone and internet service.  I'm paying the same amount now WITHOUT the services I cancelled to LOWER MY MONTHLY RATE.  

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

  
  
  
  
   
  

  Business Response

  Date: 07/03/2024

   Optimum spoke to the customer on July 3, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
  

• Initial Complaint

  Date:05/27/2024

  Type:Product 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 March 19 I notified Optimum that I wanted to close my account. I was told service would continue until April *************************************************************** *******. I did not document the date I returned the equipment, but it was sometime around the first of April. At the store the clerk assured me that I had returned everything required. I asked several times to be sure. I also asked several times for a receipt or written verification that all the equipment had been returned but was told the store could not provide that. On May 20 I received a bill for $269.08 for unreturned equipment. I called and was told to go to the retail store to resolve the issue. I went to the store that same day and was told by a store employee that the store could do nothing. He gave me a number to call, and I talked to ****, who asked how many boxes I had turned in. I answered 3 boxes for each of the 3 televisions I had. I did not tell him I had also returned the modem because he did not ask about it. He said he would check on this and send me an email. I have since learned that I should have received an email shortly after returning the equipment, but no one told me that and I did not receive any email. On May 21 I received an email saying my account had been partially credited but that one cable box was missing. On May 22 I talked with ********* who said she would check on this and I should receive an email within 72 hours. No email arrived and on May 24 I talked with *******. There was a loud echo during the conversation but she said she would relay my concern. Today is May 27 and I have heard nothing. All the equipment was returned and I want this matter cleared. Other former Optimum customers have told me they have had problems associated with returning equipment. I want the charge removed or if already paid, a cash return. A simple solution to this problem is to have the employee receiving the equipment provide documentation at that time.

  Business Response

  Date: 05/28/2024

  Optimum spoke to the customer on May 28, 2024, and addressed the customers concerns in full. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 05/29/2024

  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:05/25/2024

  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.

  Optimum Cable subjects customers who wish to disconnect their service to a 10 - 15 minute harassment campaign by its ********************** members designed to dissuade, discourage, and intimidate customers into remaining with the service.

  Business Response

  Date: 05/28/2024

  In response to the complaint, Optimum spoke with the customer on May 28, 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 25, 2024, and their monthly billing period ends on the 6th of each month. Therefore, this customers account was fully disconnected on June 6, 2024, Optimum provided our direct contact information to the complainant should any further assistance be required. 
  
  

• Initial Complaint

  Date:05/23/2024

  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 cancelled my account as I was selling my home and moving. I spoke with a representative **** on March 15,2024 around 9:30/10am. After a long call of peer pressuring me to continue my service **** told me billing cycle ends 3/31/24 and shut off will be 3/24/24. I as well asked this representative if there's any charge for a modem on the account. She then advised on the account does not show I borrowed their modem tower. She then gave me a reference number of ****************** to confirm the phone call. I received a bill in the mail now 2 months later of a $100 charge due to not returning the modem. I called the billing department again at ************* and spoke with a ******* or ***** who put me on hold several times to check my account. She advised there's no documentation of anyone coming out to install a modem as well as no modem serial number is on file. After talking in circles and on the phone for a little over ************************************************************* I need to give her MY bought net gear modem that is my personal ones serial number. I told her I needed to speak to a manger and she refused until I gave her the serial number. I advised I was at work on lunch and I did not have the information available. She continued to speak over me and remained unprofessional. I want the $100 fee on my bill to be removed as Optimum is notorious for constantly scamming people with random charges and uprising without reasoning. I think it's completely inappropriate to bill someone 2 months after shut off date when all of this should've been viewed and addressed on 3/15/24 when I phi ally called to cancel my membership. ******* as well couldn't identify the brand or color of modems to me to verify that I indeed may have it. Again this modem I'm speaking of I bought back in 2019 before buying my home and having this carrier as my server!

  Business Response

  Date: 06/13/2024

  Optimum spoke to the customer on June 13, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 06/14/2024

  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.
  The balance is being removed and all is resolved.

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

  
  

• Initial Complaint

  Date:05/22/2024

  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.

  We have been Optimum customers for over a decade. We were told that we were eligible for a new box, yet three times were sent damaged, used boxes that are over 10 years old. We were also billed for all of the "free" boxes and incorrectly told the stream boxes were free of charge but were not, they are an additional service. We also were charged for a router for many years when we were using our own and we have also had many severe privacy issues with our phone line.

  Business Response

  Date: 05/29/2024

  In response to the complaint, Optimum attempted to reach the customer on May 23, 2024, regarding their concerns but was unsuccessful. Optimum spoke to the customer on May 29, 2024, addressed the customers billing and service issues concerns in full. Optimum has provided our contact information should any further assistance be required.

• Initial Complaint

  Date:05/22/2024

  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.

  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

  Date: 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

  Date:05/22/2024

  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 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

  Date: 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

  Date:05/21/2024

  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 lost internet on Saturday the 18th I called optimum about it and thay told me there is no outage. On Sunday I got a text saying the outage is resolved. I still had no internet after that. I called optimum thay schedule an appointment for Monday the 20th (Optimum: Our tech is scheduled to arrive tomorrow 05/20 5PM-8PM. Txt 1 to keep. Txt 2 to resched. Txt 3 to cancel. ) i confirmed it I called optimum on Monday at 9am the appointment was still on my account at noon it was gon. I called about it I got no answer . They made another appointment for Tuesday 21st (Optimum: Your appt is scheduled for 05/21 btwn 2PM-5PM. Text C to Confirm, R to Reschedule, X to Cancel. Reply stop to unsubscribe. Msg&data rates may apply.) I confirmed that one also . Called at 5am, 9am and at 12pm it was still on my account. Called back at 4 pm the appointment was not on my account again. Now I have to wait until Wednesday the 29th and I don't know if it will happen again (Optimum: Your appointment has been rescheduled to Wed, 05/29 btwn 11:00am-02:00pm. To update or cancel, tap ********************* to chat with an Optimum Expert.) In Parenthesis are the text messages from optimum

  Business Response

  Date: 06/04/2024

  Optimum spoke with the customer on May 23rd, 2024, regarding their service issues in response to the complaint. A service visit was completed on May 29th, 2024, where the technician repaired the inside wiring to resolve the problem. On June 4th, 2024, Optimum followed up with the customer, who confirmed that all services were working correctly. A credit was applied to their account for the verified service interruption. The customer has our direct contact information should any further assistance be required.