Business Profile

Cable TVs

Altice USA

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

5,868 total complaints in the last 3 years.
1,748 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/30/2022
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.
On July 15th, 2022 I called Optimum in Brooklyn to cancel my services. The lady on the phone said that the last statement I paid is the last one and that I can return my equipment by end of the month and the services are set to cancel on August 2, 2022. The services worked poorly all month after my cancelation. I had to contact support multiple times. Then, they canceled my services on July 22, 2022. I called to inquire what the issue was and they said it was a mistake and that they will restore the services. I was moving out of my apartment on July 28th, so I asked "will I be charged for this? Otherwise, I don't want you to reinstate the services". They said I will not be charged as I already have paid the last statement and it took 5 hours of me being on the phone for them to reinstate it. I go return the equipment and record my interaction with the person at the equipment return. He said I should not be charged, but if I do that I should call to dispute the charge since they do that frequently (all of this is voice recorded). Additionally, the Optimum employee told me I looked like a child who was separated at the border, which I deemed extremely racist and discriminatory. I called a manager twice and she said she would get in touch with her manager to try and remove the charge. I waited for a call from the manager and she never returned it. I was also locked out of the Optimum system after I canceled my services, so I was not able to handle billing online. The manager never called back and instead, she sent the charge to collections. A fraudulent charge because even though I returned my equipment on July, 29th they said the services wouldn't cancel until October. I called to cancel my services and returned the equipment, but it won't actually be canceled until 2 months after. That seems like fraud to me. I have all recordings of phone calls with the manager and me returning the equipment. They are trying to ruin my credit and collect a fraudulent charge.
Business Response
Date: 11/04/2022

In response to
the complaint, Optimum spoke with the customer on October 31, 2022, to
acknowledge receipt of her complaint. Optimum was able to resolve the
customer’s billing concerns in full. We remain available should any further
assistance be required.
Customer Answer
Date: 11/08/2022
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:10/28/2022
Type:Customer Service 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.
We have had Optimum (previously known as Suddenlink before a PR merger and name change) for a year now at our residence. Being the only option for internet, we are forced to use their services despite poor, misleading prices, horrible customer service, nonexistent technical support, and zero follow up. This year alone, our service has been dropped a minimum of 20 times, due to poor equipment, poor installation, or random disconnects from their end. I have kept record of every single incident. In total, we have been without internet for almost an entire month total this year due to the disconnects, and nothing is ever done or resolved.

Currently our internet has been down for 3 days, and the “earliest” available time for a technician to come is next Tuesday, meaning we will be without internet for over a week this go-round.

My wife is a full time nursing student and also occasionally does work from home, and constantly having to make excuses for why she is unable to do her work/finish assignments has made her dangerously close to being terminated from both school and work.

If she is dismissed, we absolutely will be seeking legal action against this company. My family should not, and will not, suffer because of the sheer lack of incompetence and ineptitude from Optimum.

I am not asking for much. I am not asking for special treatment or to go head over heels to correct a situation, and frankly I don’t know what other avenues to seek other than legal action. I just want a reliable, solid, and secure internet connection. That’s it. That’s not hard. Is it? Is obtaining that really as impossible as Optimum has led us to believe?

Please provide us with a solid and stable internet connection. That’s my only request.
Business Response
Date: 11/08/2022
In response to the complaint, Optimum contacted the customer on October
31, 2022, to acknowledge receipt of the complaint. A service visit was
completed on November 1, 2022, where the technician repaired the outside wiring
to resolve the problem. Optimum followed up with the customer who confirmed all
services were working properly.
Customer Answer
Date: 11/08/2022
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:

No attempt was made to contact me to see if the issue was resolved. A technician did come out, but the problem still persists. I did not confirm any resolution has been reached as Optimum has stated,, nor was given any opportunity to speak with anyone following the initial conversation explaining the issue. This has not been resolved.

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

Sincerely,

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

Business Response
Date: 11/18/2022
In response to the complaint, Optimum spoke with the customer on November 9, 2022, to acknowledge receipt of the complaint. Our outside maintenance team completed repairs on November 15, 2022, where the technician repaired the outside wiring to resolve the problem. On November 17, 2022, Optimum followed up with the customer who confirmed all services are working properly. 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.
Customer Answer
Date: 11/18/2022
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:10/28/2022
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.
9/2/2022 contact optimum about changing my services, cable and internet, this was to lower my bill . They changed my plan and my bill went down to 175 and some change for 2 months . I was also told that this was good for a year. My recent bill went to $205 I contacted optimum today they told me that the plan I have is $185 plus tax roughly $205 this a bait and switch scam..optimum is the only cable service in this area so that we are stuck with them and they know this. I have been a log time costumer 14 years. I am asking for some help with this issue.
Business Response
Date: 11/02/2022

In response to the complaint, Optimum spoke with the
customer on November 2, 2022, to acknowledge receipt of his complaint. Optimum
was able to resolve the customer’s billing concerns in full. We remain
available should any further assistance be required.
Business Response
Date: 11/02/2022

In response to the complaint, Optimum spoke with the
customer on November 2, 2022, to acknowledge receipt of his complaint. Optimum
was able to resolve the customer’s billing concerns in full. We remain
available should any further assistance be required.
Initial Complaint
Date:10/27/2022
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.
On May 30th, I placed an order to start Internet service with Optimum. My account number is *****************. It is an offer comes with a 3 month free HBO Max service. The service is automatically charged on my account after 3 months even if I didn't choose to buy the service in the first place, as it is an promotion offer attached to my order automatically. After noticing the charge ($14.99) on my bill from 9/16-10/15, I called the customer service and let them remove this service on 10/1. They promised me that the service is removed and I will no longer see the charge on my next bill. And I also received a confirmation email from Optimum regarding to the removal of the service. However, I again see the charge of this service ($14.99) on my next bill from 10/16-11/15, which happens completely after my call. I would like to get a refund for the charge of this service for this month's bill and have the confirmation that this service is removed from my account permenantly.
Business Response
Date: 11/07/2022

In response to the complaint, Optimum attempted to speak
with the customer on October 28, 2022, and November 7, 2022, to acknowledge
receipt of his complaint but our efforts were not successful. Optimum was able
to resolve the customer’s billing concerns in full. We remain available should
any further assistance be required.
Customer Answer
Date: 11/07/2022
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:10/27/2022
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.
my optimum account number is ***************** I canceled my internet and phone service on Feb 2022, and optimum disconnected my service. but they kept billing me until 6/7/2022 they charged me $220.83 since they terminated my service and we sent back the equipment on time, verizon was providing me with my internet and phone service since feb, there is no reason they should be charging me. Attached is the bill I still have on hand stating billing period 4/8 to 6/7/22 when I long don't have service with them.
Business Response
Date: 10/31/2022

In response to the complaint, Optimum spoke with the customer on October
28, 2022, to acknowledge receipt of her complaint. Optimum was able to resolve
the customer’s billing concerns in full. We remain available should any further
assistance be required.
Customer Answer
Date: 10/31/2022
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:10/25/2022
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 called optimum on 10/3 to get rid of tv services and only keep internet. They advised I would have to return my equipment via dropping it off the store or shipping it back. I advised I was not being responsible for shipping it back in case something were to go wrong. They said to drop it off at a store i then said I have internet too so I’d be afraid to mess something out so they agreed after me persisting to send someone on 10/14. On 10/14 a optimum fella came and picked up the equipment. I get a letter from optimum on 10/25 dates 10/20 that I need to send in the equipment. I have already had it picked up so idk why I’m getting this notice. I call customer service. They were very rude they said there was no record of anyone coming to do that that they don’t do that and I didn’t know what I was talkin about. I was not happy the way the rep was speaking to me because I know they weren’t supposed to or usually pick up equipment but I insisted they did and they did on 10/14. I demanded to speak to the manager but was not transferred I advised to her she needed to lose her condescending tone. I would like to know what I’m supposed to do the day I called to cancel tv services they agreed to send someone on 10:14 to pick it up. I am not paying for equipment that I don’t even have. They need to have better records of phone calls and I should not have to pay for this equipment when I don’t even have it. It is not my fault the tech did not mark it off after leaving here. They said the seriel number was ********* *********. The only thing I have is the router the other stuff was picked up by the tech on 10/14.

They need to own up on their mistake and not make me pay for equipment they already picked up. This is exactly what I was afraid would happen shipping it back. They are very unorganized very unprofessional. The bill shows I owe for equipment and I do not owe for equipment they already have. They need to re do the bill taking the equipment charge off.
Business Response
Date: 10/27/2022
In response to the complaint, Optimum spoke to the customer
on October 26, 2022, to acknowledge receipt of the complaint. Optimum confirmed to the customer that the
equipment had been removed from the account. The customer is aware of the
balance on the account. The customer has
our direct contact information should any further assistance be required.
Initial Complaint
Date:10/25/2022
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 NOT HONORING DISCOUNT b/w $30-$75 discount on my internet service. THE GOVERNMENT IS OFFERING A DISCOUNT THROUGH THE AFFORDABLE CONNECTIVITY PROGRAM. I APPLIED AND RECEIVED AN APPROVAL LETTER WHICH INCLUDES APPLICATION ID # I HAVE CONTACTED OPTIMUM FOR MONTHS, THEY ASK FOR THE INFORMATION FROM THE **** 5 TO 10 BUSINESS DAY GO BY AND I KEEP GETTING A NOTICE TELLING ME THAT MY APPLICATION HAS EXPIRED. THEY KEEP PLAYING GAMES, I'M HOME FOR A YEAR NOW RECOVERING FROM SERIOUS HEALTH ISSUES. I FEEL HUMILIATED BY THE CUSTOMER SERVICE REPRESENTATIVES, MAYBE IF MY LAST NAME WAS ******** INSTEAD OF ****** I WOULD NOT BE DISCRIMINATED AGAINST, I DEMAND THAT OPTIMUM HONOR MY DISCOUNT AND THAT I GET REIMBURSE GOING BACK TO THE ORIGINAL APPROVAL DATE, WHICH IS SEVERAL MONTHS AGO, I AM A LAW ABIDING CITIZEN, I DEMAND TO BE TREATED WITH RESPECT AND BE GRANTED WHAT IS RIGHTFULLY MINE. I STRONGLY FEEL THAT I AM BEING DISCRIMINATED BECAUSE OF MY ETHNICITY. I AM A TAX PAYING AMERICAN WITH PARENTS FROM **** AND PROUD OF IT. CAN YOU PLEASE HELP.
Business Response
Date: 10/26/2022
In response to the complaint, Optimum spoke with the customer on October 26, 2022, to acknowledge receipt of the complaint. We received an "application not found" error in all three instances. This indicates that the customer's national verifier application is incorrect or expired or that the information provided on the enrollment form does not match exactly the information on the national verifier application. The customer must ensure the national verifier application is unexpired and that the information is consistent between the two forms. Optimum has sent a final email and provided our direct contact information should further assistance be required.
Customer Answer
Date: 10/27/2022
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:

THEY DID NOT RESOLVE THE PROBLEM. IF BBB LOOKS AT THE LETTER FROM ACP, ATTACHED ORIGINALLY WHEN COMPLAINT WAS FILED. YOU WILL REALIZE EVERYTHING WAS
IN PERFECT ORDER.

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

Sincerely,

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

Business Response
Date: 10/28/2022
In response to the complaint, Optimum spoke with the customer on 10/26/2022 to acknowledge receipt of the complaint. Optimum received an "application not found" error in all three instances. This indicates that the customer's national verifier application is incorrect or expired or that the information provided on the enrollment form does not match exactly the information on the national verifier application. The customer must follow the steps to ensure the national verifier application is unexpired and that the information is consistent between the two forms. Optimum has sent a final email and provided our direct contact information should further assistance be required.
Initial Complaint
Date:10/25/2022
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.
Contracted with Optimum for TV, Internet & Phone service. They were not able to connect the internet service so it was stable. It kept disconnecting. The technician tried multiple times. Last time he got it working he ran out quickly before it disconnected again. They sent a supervisor and he could not get it connected so it was stable either. I work from home and had to call, and pay for a computer person, to come and get a signal that stayed connected. This cost me $125.00. They were supposed to port my old number, which they did not. I only learned that when my phone wasn't ringing. In addition, I was paying for my old service at the same time.
Then, there were multiple errors in billing. I tried to rectify that, however when I called 'customer service' and tried to explain the series of events, they hung up on me. IT was the WORST experience I have ever had with ANY company, in my whole life!!! I 'had' to cancel the service. Then, I started getting collection calls!! If anything, Altice owes me $125.00 I had to pay to get 'their' service/equipment to work, plus payment for the time I was not able to work.
Business Response
Date: 10/27/2022
In response to the complaint, Optimum spoke with the customer on October 26, 2022, 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 September 23, 2022, and their monthly billing period ends on the 21^st of each month. Therefore, this customers account was fully disconnected on October 21, 2022. Optimum provided our direct contact information to the complainant should any further assistance be required.
Customer Answer
Date: 10/28/2022
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 contracted with Optimum for ************ & phone service. After numerous attempts by the installation technician and a visit by their in-house technician, they were not able to provide internet service. Optimum was in 'Breach of Contract' for not providing what I contracted and paid for. I returned ALL equipment to their Wall, ** store. I advised them that because of their failure to comply with the contract they had entered into with me, the contract was null and void.

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

Sincerely,

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

Customer Answer
Date: 11/16/2022
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:

ALTICE HAS NOT RESOLVED THIS COMPLAINT. They continue to reference INACCURATE INFORMATION and NOT THE ISSUE. THE ISSUE IS THAT ALTICE NEVER PROVIDED ME WITH INTERNET SERVICE, WHICH WAS INCLUDED IN THE CONTRACT I SIGNED WITH OPTIMUM/ALTICE. MY CONTRACT WITH ALTICE WAS TO INCLUDE TV, PHONE AND INTERNET SERVICE. They NEVER provided stable internet service.

Their INSTALLER TRIED MULTIPLE TIMES TO CONNECT THE INTERNET. I would have internet for a few minutes, THEN IT WOULD CUT OUT AND NOT COME BACK. I FINALLY HAD TO LEAVE THE ROOM WHERE THE INSTALLER WAS AND NEXT THING I KNEW HE CAME OUT TO ME AND TOLD ME THE INTERNET WAS INSTALLED AND LEFT. I logged onto my computer and had no internet! I called Optimum/Altice to advise them of the situation. They then sent a supervisor to connect my internet. After multiple attempts to provide stable internet, the supervisor said he was UNABLE TO PROVIDE STABLE INTERNET EITHER. (In addition, I work from home and internet service is crucial to my livelihood).

Optimum/Altice is in breach of contract. I owe them nothing! I contracted and paid for all 3 services (TV, Phone, Internet) and did not receive the product or service I paid and contracted to receive. This is straightforward. Optimum needs to check their records and stop harrassing me and damaging my credit! I have always had excellent credit. That alone shows I have always been a reputable customer who pays their bills, in full and on time.

I did not cancel my account due to them not porting my phone number, as they have referenced. I cancelled due to Optimum/Altice not providing a stable internet product, which was what I contracted and paid for.

Regards,

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

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

E: *****************

Business Response
Date: 11/23/2022
In response to the complaint, Optimum attempted to speak with the customer on November 16, 2022, to acknowledge receipt of the complaint. We reviewed the customers account and found that they were within our 60-day money-back guarantee period when they requested to disconnect their service. We have issued a full credit and have resolved this matter. We have provided the customer with the details, and our direct contact information should further assistance be required.
Initial Complaint
Date:10/25/2022
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.
Re: Acct # ***************-3
I have received a final bill of $286.46 for service from 6/7--7/8/2022
I have tried to contact Optimum customer service numerous times by telephone and text messaging, but have been unable to speak to a representative. They have not responded to regular mail either.
I cancelled service on 6/21/2022. On that date I returned all equipment. Optimum disconnected my landline on 6/21/2022.
I received a bill for service through 7/8/2022. Services from 6/22 through 7/8 were not nor could they be provided.
The bill is incorrect. They provided service for approximately 40% of the billing period.
I have also been contacted by a collection agency on their behalf. I protested to the agency but they did not reply.
Business Response
Date: 10/27/2022

In response to the
complaint, Optimum spoke with the customer on October 27, 2022, 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 21, 2022, and
their monthly billing period ends on the 7th of each month.
Therefore, this customer’s account was fully disconnected on July 7, 2022,
Optimum provided our direct contact information to the complainant should any
further assistance be required.
Customer Answer
Date: 10/28/2022
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 businesses response was to tell me their policy. This does not resolve the problem.
My policy ( and that of most businesses and consumers) is to pay for services received. They disconnected my services on 6/21/2022 yet want me to pay for services (not supplied( from 6/22-7/8/2022. I have told them that I am willing to pay if they send me a corrected bill. This was all done on a recorded line. They have done nothing to address my complaint. I suspect they do this to many former clients.

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

Sincerely,

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

Business Response
Date: 11/02/2022

In response to the
complaint, Optimum spoke with the customer on November 2, 2022, to acknowledge
receipt of his complaint. Optimum advised the customer of the Voluntary
Disconnect Policy (VDP), which states that the customer is billed up to the
last day of his current billing cycle and not the date of the requested
disconnect. We remain available should any further assistance be required.
Customer Answer
Date: 11/02/2022
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 business has offered no response other than to state their policy. This policy charges their clients even when they do not provide services. How many of their former clients are overbilled monthly? They have made no effort to come to a reasonable solution. I have followed up with a complaint to the FCC.

****** *******
Initial Complaint
Date:10/24/2022
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.
Contacted optimum to cancel my internet service 5/16/22 as I was vacating the property. I spoke to a young lady who confirmed my services were cancelled and that there was nothing further I needed to do. Shame on me for not documenting the issue. Fast forward 2 months (after accruing several more bills without my knowledge) and I call again. They AGAIN confirm that the services are cancelled and confirm they should’ve been cancelled the first time I called. They stated I would get a credit for the 2 months I shouldn’t have been charged for. I AGAIN receive bills from them into august stating I owe them over $130 dollars for the two months AFTER I cancelled service in May. I have called a minimum of 7 times since this nightmare started in July. Every single time I call, the customer service agents try to lie and state they have no record of my cancellation until the July timeframe, after I recite the facts a couple of times they magically find the notes where I DID cancel in May. They then say they aren’t able to do anything about it without escalating the issue to supervisors. Never heard from any supervisors after these conversations. Never mind the facts that there was a $120 charge for unreturned equipment that they conveniently never mentioned until I pressed them on it. It all is becoming clear; they don’t make their money on providing internet services. They make their money on bogus thinly veiled schemes such as charging quadruple what a router is worth without notifying you that you didn’t return it. They also make their money by not turning off service when customers call, then charging them for the additional months, then making it hopelessly difficult to void the bogus charges in hopes that folks will just give up and pay them. I will warn everyone I ever speak to to avoid this greasy slimy company at all costs. Taking advantage of people and wasting their time. It’s absolutely despicable and it makes you wonder how a company like this stays in business.
Business Response
Date: 11/08/2022

In response to the complaint, Optimum spoke with the
customer on October 25, 2022, to acknowledge receipt of the complaint. Optimum
reviewed the interaction between the customer and the agent and was able to
resolve the customer’s billing concerns in full. Optimum’s attempts to contact
the customer to inform him of the above were unsuccessful, leaving voicemails
and e-mails with the customer. The customer has been provided with our direct
contact information and we remain available should the customer have any further
questions or concerns.
Customer Answer
Date: 11/09/2022
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,

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

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Altice USA is NOT a BBB Accredited Business.