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

  2909 Washington Rd Parlin, NJ 08859

• 

  Suddenlink Communications/Altice USA

  1001 Cooktown Rd Ruston, LA 71270-3113

• 

  Suddenlink Communications/Altice USA

  321 Texas St Natchitoches, LA 71457-4743

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:09/27/2022

  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.

  The business has completely defiled my name and account. they have me under ***** *******. my name is *******. i have tried to ask them to fix it and they have yet to do so. I have tried multiple times to setup an online account to view my bills at ***********. when i enter all info it tells me to wait for account to be created this can take several minutes. But I still don't have access after several weeks. when I set my account up it was at a different service address and i had free services under the EBB program. when I moved the employee didn't inform me of the cheaper programs under the ACP program nor did they inform me of how they work. they just started services at the new address according to what i had at old address. I stopped getting bills because I have paperless billing but I cant login online to view/pay my bill. now my bill is over $400. if had know this ACP program costed I would have called the company sooner. my wife is currently on maternity and returned 9/26/22. i called today 9/27/2022 to see what i can get done with anytype of extension because the will close my account 10/03/22. my wife isnt paid until 10/07/22 and they told me they cant assist with that either.

  Business Response

  Date: 09/28/2022

  
  
  

  In response to the complaint, Optimum spoke with the
  customer on September 28^th, 2022, to acknowledge receipt of the
  complaint and apologize for any poor experience they encountered. In speaking
  with the customer, Optimum rescheduled the account’s full disconnection date
  from September 3^rd, 2022, to September 8^th, 2022 as the
  customer requested since the customer will be able to make full past due
  payment to restore the services on September 7^th, 2022. In addition,
  Optimum educated the customer that to maintain the ACP credits on the Optimum
  account, the name on the ACP application and Optimum account must match. In
  turn, the customer’s request to change the name on the account was no longer
  needed. Lastly, Optimum educated the customer on how to successfully create an
  Optimum ID to manage the account online at www.optimum.net.

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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.

  Internet is out all nigh and every morning for weeks and they wont credit bill and wont fix the problem. Had to file with you guys before and it fixed problem for months now its back to out every night and day of the week for hours in my whole neighborhood. People work from home and need reliable internet. Im paying for service Im not receiving getting. This company could care less when you call. Its the *************** area in *********** *************. I want my service fixes and my local office to contact me. My whole neighborhood has this problem

  Business Response

  Date: 10/11/2022

  In response to the complaint, Optimum spoke with the customer on September 28, 2022, to acknowledge receipt of the complaint. A service visit was scheduled for the customers next available day, October 18, 2022. The customer was provided with our direct contact information should further assistance be required.

• Initial Complaint

  Date:09/26/2022

  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 contacted the company 2 weeks ago to get service for my business. They have come to the address 4 times and each time whatever was installed was wrong and now we have no service at our previous address and no service at our new address. They are now telling me it will take 3 months to get phone service. And originally I was told our phone instruments would work and now they want me to rent their equipment. So basically they have put us out of business

  Business Response

  Date: 10/08/2022

  The customer was concerned her Optimum
  business phone service was not operational.

  
  
  

   

  
  
  

  In response to the complaint, Optimum spoke
  to the customer on September 27, 2022, to acknowledge receipt of the complaint
  and apologize for the poor experience. 
  On September 27, 2022, Optimum repaired the phone service.  On October 3, 2022, the customer was able to use
  the new phones she purchased for her Optimum business phone service.  On October 8, 2022, Optimum issued a $100.00
  credit for the customer's phone service issues.  Our direct contact information was provided
  should further assistance be required.

  
  
  

   

• Initial Complaint

  Date:09/24/2022

  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.

  Disputed amount for Suddenlink /Optimum billing statement 6/18/2022 – 7/17/2022 dated July 2, 2022.
  Customer: ***** * *********
  Account Number : ****************
  
  Multiple attempts to resolve service that was not working and was billed for it anyway. Did not have service from June 22- current. Cancelled Service on 1 August because it was never restored. Please see attached. Horrible Customer Service and charging customers for services they never received with numerous instances of communicating with Business.
  
  Thank you for your assistance. ***** *********

  Business Response

  Date: 10/05/2022

  In response to the complaint, Optimum spoke with the
  customer on September 27th, 2022, to acknowledge receipt of the
  complaint and apologize for any poor experience they encountered. In speaking
  with the customer, Optimum confirmed that the customer reached out to us on
  June 23rd, 2022, reporting that all services were out, and a service
  visit was scheduled for June 24th, 2022. On June 24th,
  2022, our technician identified an outside impairment that needed to be
  repaired for the services to be restored. On October 5th, 2022, Optimum
  spoke with the customer, confirming that the customer returned all equipment on
  August 1st, 2022, at our local store, and the customer had no
  services from June 23rd, 2022, until August 17th, 2022.
  Optimum informed the customer that credit was applied to the account for the
  loss of service from June 23rd, 2022, to August 17th,
  2022, and the refund would be processed within 7 – 12 business days. We remain available should any further assistance be
  required.

• Initial Complaint

  Date:09/24/2022

  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 have been trying to get help with my internet service for over 4 months. I have requested credits since is doesn’t work they tell me they can’t give me a credit until they resolve the issue but they keep canceling my appointments, refusing to send unless I agree to pay for the technician. I have had multiple chat conversations. Multiple phone calls and through all this only 1 tech come out who said he would come back and never returned.

  Business Response

  Date: 10/07/2022

  
  
  

  In response to the complaint, Optimum spoke with the customer on September
  27, 2022, to acknowledge receipt of the complaint and apologized for any poor
  experience they encountered. Optimum engaged its engineering team, who
  determined there was impairment on the main outside lines and referred the
  issue to our Outside Repair Team. The Outside Repair Team completed repairs to
  the main outside line on September 28, 2022. Optimum attempted to speak to the
  customer on October 7, 2022, to determine if the service has improved, but we
  were unable to reach them; however, a voicemail and email were sent. A credit
  of $16.22 was applied for the validated service issues, which will appear on
  the next generated statement. We remain available should any further assistance
  be required.

• Initial Complaint

  Date:09/23/2022

  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.

  My most recent bill included a $10 late fee. I pay my bills through Chase’s bill payment service. My payment was due on 9/7 and I had the bank issue and mail a check on 8/26 ensuring ample mailing time in light of the Labor Day holiday.
  
  Chase confirms mailing the check on 8/26 and the back of the check bears no marking or stamp to reflect the date it was received. Optimum’s position is that the late fee is appropriate since I need to allow 3-5 days for processing and posting by Optimum.
  
  The CFBP website states that a late fee cannot be imposed provided a minimum payment is received by 5:00 PM on the date payment is due.
  
  Optimum is offering a one time waiver but I don’t find this to be satisfactory given that they are, in essence, alleging that even delays at their end in processing or posting will result in a late fee and that another such occurrence will result in a late fee they will not waive.
  
  They insist that the fact that the bill says to allow 3 days for processing allows them to charge late fees even if the payment was received before the due date.

  Business Response

  Date: 10/07/2022

  In the complaint, the customer stated that he paid his bill through Chase bank’s online bill pay service in which Chase sent us a check on August 26, 2022, to allow ample time for Labor Day, before the due date of September 6, 2022, but his account was charged a $10.00 late fee, as payment was applied on September 9, 2022.
  

  In response to the complaint, Optimum confirmed that the payment in question was due by September 6, 2022; however, the payment was applied on September 9, 2022, resulting in a $10.00 late fee. On September 24, 2022, Optimum credited the $10.00 late fee. Optimum confirmed with our payment processing team that the check was mailed to Optimum and processed on September 9, 2022; the date the check was received by Optimum is unavailable. Optimum advised the customer of our alternative payment methods. We communicated with the customer on October 7, 2022 and explained the above. We remain available should the customer have any further questions or concerns regarding the matter.

  Customer Answer

  Date: 10/10/2022

  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:

  Optimum's response is unacceptable.  I've asked for proof that my payment arrived late and they have freely stated that they cannot validate the receipt date.  I've gone back on my payment records for the last 6 months.  In five of those months, I used my Chase pay account to pay my Optimum bill.  The following reflects the due dates, check dates and number of business days between the due date and check date.

  Due Check Date Business Days to Due Date

  9/6 8/26 6

  8/6 7/26 8

  7/7 6/28 6

  5/7 4/26 8

  4/6 3/29 6

  3/9 3/1 6

  Except in the case of the payment due on 3/9, every other payment was recorded on time with no late fee assessed yet Optimum wants me to accept and believe that the payment that was sent on 8/26 was received NINE business days later and can't even provide a shred of evidence to suggest that the delay was in processing at their end?

  I also draw attention to the attachment.  This is verbiage that is reflected in the middle of page 4 of Optimum's bill.  It is presented in the exact font displayed on the bill but without the yellow highlighting.  Mind you, on the face of the bill, there is NOTHING on or around the bill amount and due date that would draw attention to the proviso about late fees that is buried on page 4.

  Under the circumstances, I do not accept either Optimum's explanation on the reason for the assessment of the late fee or even the existence of a late fee since the placement of late fee language is, in my view, placed inconspicuously in exceptionally difficult to read type face particularly for a senior citizen.

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 10/20/2022

  In response to the rebuttal, Optimum confirmed the customer’s
  payment in question was due by September 6, 2022, and was processed on
  September 9, 2022. The $10.00 late fee was already credited to his account and
  alternate payment options were explained to the customer. Our attempts to
  contact the customer to acknowledge receipt of his reply were unsuccessful. 

  Customer Answer

  Date: 10/23/2022

  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:
  

  
  

  As I’ve previously indicated, the date Optimum processed my payment is irrelevant.  I am obliged to pay by the due date and my payment was mailed on 8/26, a full 2 weeks before the due date  For some reason they choose not to record receipt dates which is odd considering it is the receipt date that determines whether payment was received on time.

  While Optimum has given me credit they’ve made it clear that if it happens again…in other words, they process my payment after the due date…they plan to assess a late fee and will not offer a credit.  I’m not sure how this is even legal and I do not accept their explanation.  I recognize that, at the end of the day, I will be choosing another internet service provider however I feel it is important to report on theis highly nefarious business practice which, if applied to even a small percentage of their customer base could result in them collecting a windfall in fee income without even being forced to prove that the payments were actually late.

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

• Initial Complaint

  Date:09/23/2022

  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.

  On Monday, September 12, 2022, I walked into the Norwalk store to return my Optimum internet equipment. I only had the internet service and it DID NOT include cable or phone services. I was told that my service will be disconnected on 10/8/2022. My complaint is, I no longer had the equipment and therefore could NOT access the internet, so why am I paying for a service that I cannot get? I called Optimum and spoke to a representative by the name of "Z" (? spelling) and he said all companies do this and I had the service until 10/8/22. Again, how am I accessing the internet without the internet modem and router? I believe this is not fair to the consumer. How is it fair I am paying something I don't have? This is an unfair practice!

  Business Response

  Date: 10/05/2022

  In response to the complaint, Optimum attempted to speak with the customer on September *******, and October 5, 2022, to acknowledge receipt of the complaint and apologize for any poor experience they encountered but our efforts were not successful. Optimums voluntary disconnect policy states that service disconnections are effective on the last day of their then-current billing period. According to our records, the customer requested to disconnect the ******************** account on September 12, 2022, and their monthly period ends October 6,2022. Therefore, this customers account will be fully disconnected on this date. The customer has our direct contact information should further assistance be required.

• Initial Complaint

  Date:09/22/2022

  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 paid 60 on Sept 19th for internet installation to be done on Sept 20th between 5-8. No one came to install the internet. I called and spoke to a rep who was rude transferred me to a sup who then hung up. Called back got the same rep who transferred me to the same sup who got rude and said either I can wait or get my money back. I chose to get my money back stated 24/48 hours. Called back on Sept 21st the reps were overly rude yelling and hanging up in my ear. Cold transferring and transferring me to wrong departments. I called back again on Sept 22nd after still no refund and all reps again give me different information. One says account is not cancelled one says account is canceled, one says 3/5 business days one says 7/10 business days. And again cold transferring me to the wrong departments and closed departments. Hanging up in my ear. This company has caused so much stressed in the last 3 days and act like they will not refund me my money.

  Business Response

  Date: 10/05/2022

  In response to the complaint, Optimum contacted the customer on September
  23, 2022, to acknowledge receipt of the complaint and apologize for any poor
  experience they encountered. We informed the customer the refund was processed
  on September 23, 2022, and should be available in 7-10 business days.

  Customer Answer

  Date: 10/05/2022

  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]

  
  

   

  
  

   I was contacted by the business the representative said she see where it was processed the day I spoke to her. Never have a time frame for refund. Asked if I knew names of representatives I had spoken to. While in the middle of speaking with her upset of course because I was even having to go through all of that, I loved my car keys in the car. She stated she would call me back but never did. I ended up getting a refund that Sunday I believe can’t remember. The business has never apologized for behavior of rep, the lying of reps and the unprofessionalism. 

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 10/09/2022

  In response to the complaint, Optimum contacted the customer on
  October 6, 2022, to acknowledge receipt of the complaint and apologize for any
  poor experience they encountered. We advised the customer we would listen to each
  call and handle the matter with our agents internally.

  Customer Answer

  Date: 10/09/2022

  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]

  
  

   

  
  

   ****** called we went over the previous call. I expressed concern with the way the representatives handle the situation. She gave me her name direct phone number and advise she would listen to the call and to call her if I needed her. She did not say anything about handling the employees internally. The matter of the fact is the situation from the beginning was handle poorly. The streets from that Tuesday up until now with the customer service and the false information is just the worse. And I’m still getting call from the company outside of her.

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:09/21/2022

  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 am trying to get an issue resolved for several months. Below is a small list of the issues:
  video is constantly scrambled
  I get error messages like ******* and *******
  please try again later when trying to watch DVR-recorded programs
  
  Multiple techs have been sent out with no resolution. I have sent an email to ****** ********, Corporate Executive Customer Relations Specialist who has not responded to my email from 9/14.
  
  Email:
  ** *** ********* *** **** **** ** ***** **** ** ******** * *** **** * **** *** ****** ** ******* ** ****** ** *** **** **** ***** **** *** ***** *** ********* * ****** ** ****** *** ***** *** * ******* ** ***** ***** * **** *** ***** ** ********** ********** *** * *** ***** ******** **** ******* *** ******* *** ****** *** ***** ***** **** ****** ** ***** *** ******** ********* * **** **** * ******** *** **** ** ***** *** *** **** **** * ***** *** * ******** ********* ****** ******** * ** ** ** ***** *** *** ******** ***** **** *** ******** ** ** ******* **** ******* ******** *** ***** **** **** *** *** ****** **** *** **** **** *** ******* ** ******* *** ****** ** *** * **** *** ***** **** ** *********** * ** ****** ***** ** * ********* **** **** *** ******* ***** ****** *** *** **** **** * ** ********* * ***** ***** *** *********** ** **** *** **** * ***** ****** ******* ** *** ***************** ** ********** ** *** ** ***** ** ******** **** *** ** **** ****** * *********** ********* ** ********* ******** ***** * ******
  On Mon, Jul 11, 2022 at 11:47 AM ***** ****** wrote:
  ** *** ********* * ** ***** ****** ****** **** ** ******* *** * **** **** **** * ** ****** *** *** **** * ********* **** ** ** ***** *** *** ******* *** ********* * ******* *** ****** *** ****** **** *** ********* ** *** ***** ** *** ****** ******* * **** ** ********* **** ********* *** **** * *** **** ** ******* ******* **** ****** ****************** ** ** ** **** ***** ************* ***** **** ***** ***** * ****** *** ******* ** ************ **

  Business Response

  Date: 09/28/2022

  In response to the complaint, Optimum spoke with the
  customer on September 23rd, 2022, to acknowledge receipt of the
  complaint and apologize for any poor experience they encountered. On September
  28th, 2022, our technician installed an updated gateway modem and
  replaced an Altice mini box to resolve the service issues. Our technician also
  did not find any issues with splitters or wirings inside or outside the home. Before
  leaving, our technician confirmed that signal levels were within
  specifications. On September 29th, 2022, Optimum attempted to reach
  the customer to inform the customer of our findings but was unsuccessful;
  however, emails and voicemails were sent should any further assistance be
  required.  

• Initial Complaint

  Date:09/21/2022

  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.

  9/20/2022
  They are the absolute worst company to ever deal with in every way. It takes 5+minutes to get to a human. They turned off my internet resulting in a missed deadline and now I am facing possible termination at my job. I came home at 8pm to find my internet and all services were turned off because they installed new service in my 2nd home. I was never made aware that services would be terminated after installation. Not a single call, email, letter, nothing. I asked them 20 times to play the recorded call when I requested the additional services at the other house because I know I specifically told the girl that I DID NOT want to cancel anything and I would pay for both accounts and call them when I was ready to deactivate. They won't play the call. I called at 8pm to see what was going on and their "tech support" told me there was nothing anyone could do until 8am the following day. I called and spoke with someone at 8am who said no one could help me until 9am and they would call me. They never called so at 9:15am I called them and took until 9:30 to get someone on the phone. The manager reset my internet, had to reregister all my stuff and when I asked him to credit my account for the inconvenience, after being a customer for 10+ years (along with my entire family and my husband's company, which they make thousands off each month) they told me it was too bad and I have to pay for the services or they will cut them off again. I am canceling all services with them and the rest of my friends, family and my husband's office will be terminating their services. This has been years of issues built up and always giving them another chance because I did not want to switch to *******. Well, *******, here we come, all 10 accounts will be moving and I will continue to tell everyone I know to cancel their Optimum services. Absolute garbage company with 0 customer support, 0 care for the clients / retention. Just an all around greedy

  Business Response

  Date: 09/27/2022

  
  
  

  In response
  to the complaint, Optimum attempted to speak with the customer on September 21,
  2022, to acknowledge receipt of the complaint and apologize for their poor
  experience. Upon review the customer called on July 25, 2022, to set up a
  transfer of services. The customer was offered a new plan to keep services with
  Optimum. There was no mention of a disconnection date from the agent or the
  customer. Another call was made on September 15 to see if a sooner install date
  but again, no mention of when her old account would be disconnected. All interactions are being reviewed
  so any areas of opportunity can be handled internally. The customer has our
  direct contact information should they need any further assistance.