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

  683 Rt 10 East Randolph, NJ 07869

• 

  Altice USA

  100 Hamilton Plaza Paterson, NJ 07501

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:08/30/2022

  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.

  I closed my account *************** on Tuesday August 23, 2022. From January **** to account closure my statements added up to a total of $716.54, and I made a total of payments from January 2022 to account closure of $900.00 I feel that they owe me a total of $183.46 . But I have contacted Suddenlink before the name was changed to Optima once asking them to change the name on my account to ************************* rather than ******************************* (my ex-husband ) since 2011. and that they sent me a bill after I had already paid and he finally decided I was right and that the site had'nt updated. Well needless to say it never did because it changed to the new optima name and I have called them went to the company and chatted online with them and get no help. Most seem not to even be concerned about an over payment but the chat I had I copied for proof if needed that they keep telling me I owe them $112.77

  Business Response

  Date: 09/12/2022

  In response to the complaint, Optimum attempted to speak with the customer on August 30, 2022, and September 12, 2022, to explain our Disconnect Policy, which states that service disconnections are effective on the last day of their then-current billing period, but we were unsuccessful.Our records indicated that this customer requested to disconnect service on August 23, 2022, and their monthly billing period ends on the 20^th of each month. Therefore, this customers account will be fully disconnected on September 20, 2022. Optimums attempts to reach the customer were unsuccessful;however, voicemails and emails were sent providing our direct contact information. We remain available should any further assistance be required.

  Customer Answer

  Date: 09/14/2022

  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:

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  I added the statement amounts and they were correct. The $12 payment was probably made because the most current billing cycle has past due amount of $10.26. That actually makes your final balance amount $112.77 and unfortunately, that wasn't able to be waived.. The first payment you posted from December 6th would been for the bill cycle on 11/20. The payments made from the 11/20 cycle to the 8/20 cycle leaves the final remaining balance of $112.77. ^*****
  Aug 24, 2022, 8:12 PM
  You sent
  well how much did i pay for the cycles did you add it up ? no you didnt cause my payment amount was always more than the statement and i paid when i got it and you are stupid

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

  Business Response

  Date: 09/26/2022

  In response to the complaint, which is a rebuttal to case ID ********, ******************** attempted to speak with the customer on September *******, and September 23, 2022, to explain our Disconnect Policy, which states that service disconnections are effective on the last day of their then-current billing period, but we were unsuccessful. Our records indicated that this customer requested to disconnect service on August 23, 2022, and their monthly billing period ends on the 19^th of each month. Therefore, this customers account was fully disconnected on September 19, 2022. Optimums attempts to reach the customer were unsuccessful; however, voicemails and emails were sent providing our direct contact information. We remain available should any further assistance be required.

• Initial Complaint

  Date:08/29/2022

  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 left 03jun2022 for a contigency deployment with the military. I asked suddenlink to cancel or reduce charges until i return. No changes were made to my account and they continued to charge me even though i told them i was protected class of citizen under soldier and sailer act. Now i have returned due to injury and my internet has been cancelled due to nonpayment but suddenlink has closed or changed its name to optimum.net. please assist with this matter. I shoild not have been charged from jun 03 2022 thru current date. I returned with injury aug 24 2022 but i am with family because i am unable to do simple tasks daily.

  Business Response

  Date: 09/13/2022

  In response to the complaint, Optimum spoke to the customer on August 30, 2022, to acknowledge receipt of the complaint and apologize for their poor experience. Upon review, Optimum has applied a credit of $181.96 to the customer's account for the additional charges incurred from July 3, 2022 to August 24, 2022. All interactions are being reviewed so any areas of opportunity can be handled internally. Optimum’s attempts to reach the customer were unsuccessful; however, emails and voicemails were sent regarding this information. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:08/29/2022

  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.

  My internet goes on and off randomly several times throughout the day. I had an optimum technician come out and try to address the issue. They told me if it was not resolved to call them directly on their phone number so that their manager could get a specialist technician out that works on the pole. His name was *** and his number ************* It was not resolved and I called him. He never called me back. I called the regular Optimum customer service. I had to endure going through automated troubleshooting which was already done and wasting my time. I called and I was told a next-level tech was coming Thursday 8/25. He never showed up. A few minutes into my meeting time I received a vmail that I wasn't home. I called right away and they called the tech (so they do have the ability to call the tech) and he went to the wrong house (they verified the color of my house and door) and he still never showed up. After 12 calls all I continue to hear is that they have no way to get the next level technician. Only a line tech can request it and they have no way to get to *** or his manager to have him do it. I have asked for a manager each and every time and I am told they are not available but only as a callback, No manager has called back. I am not willing to have another line tech come to repeat the same process that *** already did. They refuse to credit me for my continued poor internet service. The retention department only keeps offering to have another line tech come to the house.
  If a line tech came out again I have no way of guarantee it would not happen the same way. I don't believe that they have no way to get in touch with the tech or his manager.
  I want to be compensated for my internet service going in and out and tech specialist to resolve the issue.

  Business Response

  Date: 09/06/2022

  In response to the complaint,
  Optimum attempted to speak with the customer on August 29, 2022, to acknowledge
  receipt of her claim and to apologize for the poor experience but was unable to
  reach her. We spoke to the customer on September 1, 2022, and engaged with our
  engineering to diagnose and correct the issue. Our engineering team dispatched
  a technician to work on the lines on September 3, 2022. Our line technician
  reported the issue was fixed on September 5, 2022. We could not reach the
  customer when we followed up on September 6, 2022, but we issued a credit of $34.66
  for the customer's service issues. Optimum has provided our contact information
  should any further assistance be required.

  
  
  

   

• Initial Complaint

  Date:08/29/2022

  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 12/22/22 a modem was turned in at the AirForce base located in *** ******* ** located in Goodfellow AFB TX. On 2/26/22 our bank acct was charged $100 ever since we have been going back/forth with Suddelink and have been give several case #s and broken promises as well as follow ups all reps promised refund will be mailed however up to this point nothing has happened there is never a supervisor to spk to is like agents get in trouble if they transfer. On 2/26/22 chat with ****** * who would open claim nothing. On 3/18/22 spk to ******* case# ******* promised refund within week no refund, 4/18/22 talked to Omad given claim# ******* another wk another broken promise. On 5/19/22 talked to **** who promised would spk to supervisor and call back no call back ever. On 6/9/22 talked to ***** who confirmed modem was found claim # ******* and assured me refund under claim# ******* again nothing. There are more claims. Last conversation with **** ID# *** or *** from escalation told me $100 was mailed out 3/27 then stated it was cxld promised a call back because there was no reason as to why this was never processed another broken promised never called back. I need all calls pulled and need the $100 promised gift card/ck refund however they want to sent it. I need someone from corporate to listen/pull all calls and mailed promised refund. This company should not be in business, their customer service is horrible. PLEASE HELP I NEED MY REFUND. PLEASE I LIKE CORPORATE TO PULL CALL FROM ****** ON 6/22 AS WELL AS ****S CALL WHO NEVER BOTHERED TO CALL BACK AND TOLD ME $100 GIFT CARD HAD BEEN ISSUED. CUSTOMERS ARE TO BE RESPECTED AND TAKEN SERIOUSLY. THANK YOU

  Business Response

  Date: 09/09/2022

  
  
  

  In response to the complaint, on September 2, 2022 we spoke
  with the customer and applied a credit of $100.00 as a one-time courtesy. On
  September 6, 2022 a refund for that amount was processed back to the last
  payment method used and should be received withing 72 hour. An email confirming
  the above was sent and our direct contact information was provided should
  further assistance be required.

  Customer Answer

  Date: 09/10/2022

  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:08/26/2022

  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 was forced to sign up for Optimum as it was the only ISP available for my new apartment. We selected the 500mgps plan though our speed tests consistently fell < 50mgps. We contacted customer support via chat and phone 5-6 times, only for each to take us through an hour of hard resets to our router (which would fix the slow speed for an hour before it reverted to being nearly unusable). We requested an agent come on site to swap our router with a new one, which Optimum begrudgingly provided at no charge. This still did not fix our consistent slow speeds, service cutting in and out completely, and lack of coverage throughout my apartment. At nearly 2 months into our plan, we had still never received the service we were paying for, and were getting more and more pushback from Optimum on their ability to trouble shoot. We AGAIN requested an agent come on site to troubleshoot, and were told there would be a fee for the visit. I explained that was ridiculous because we were not at fault for the issue, and Optimum agreed to send an agent. My partner and I both work from home, and yet the first agent claimed "no one was home" despite never buzzing our apartment. When we rescheduled a second visit, the agent came up to our apartment, said there was nothing further he could do beyond what we'd already tried, suggested we get wifi extenders, and asked us to call and "cancel" the appointment. He stood in the room while we called, and both he and the phone agent assured we wouldn't be charged a cancellation fee. And yet, there remains a $160 missed service appointment fee on my bill. After speaking to 4-5 agents via phone and chat, I managed to get an $80 refund for one of the "missed" appointments, but they refuse to refund the fee for the appointment where their own agent asked us to call and cancel. I have already switched to FIOS but am filing this complaint because this is the absolute worst experience I've had as a customer.

  Business Response

  Date: 09/09/2022

  Optimum currently charges residential customers $80.00 plus tax for all service visits, unless the cause of the issue is determined to be related to Optimum’s equipment (exterior cable wiring, cable box, cable modem, or smart router).  Optimum also charges its customers for missed appointments if a customer is not home for the visit or cancels at the door. We would also like to advise that we have a Service Protection Plan available for our customers and further details can be obtained at ************

  
  

  In response to the complaint, Optimum has tried to reach the customer on August 29, 2022 and on September 9, 2022, however we were unsuccessful. Hence an email was sent with following information. In review of the account, we found that charges on the account for the service visits are valid. As we have already applied a credit for one of the visits, we would not be able to waive the second fee. Therefore, we are unable to accommodate the request for additional credit. Our direct contact was provided should further assistance be required.

  
  

• Initial Complaint

  Date:08/26/2022

  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.

  On August 2 I inquired about service with Optimum mobile and paid $61.59 for service connection on August 11, 2022 I’m already being asked to pay a bill of $118.18. I was unable to part from my prior company so I haven’t activated the service so I was charged today. I called today if I suspended my services on August 16 why am I being charged the bill my service is not connected they don’t want to pay my money back. I’ve paid $61.59 on August 2 and was debited today August 26 for $118.18 a total of 179.77. I want all my money credited back to my account $179.77 and cancel all services with them. Because I’m unable to unlock my services with Tmobile that I just solved a issue with prior. How they telling me they can’t refund my money back they charging me for 10 days of unused service and on August 16 I suspended my service. I want all my $179.77 deposited back to my account asap. The 2 people I spoke with today were no help at all.

  Business Response

  Date: 09/12/2022

  In response to the compliant, Optimum was able to verify
  that all 3 lines were not used during the time the account was active. As a
  courtesy, the customer was refunded $179.77, which accounts for the SIM cards
  and the dates of service she was being billed for. Her Optimum mobile account
  was closed, and the customer was provided with our direct contact information
  should further assistance be required.

• Initial Complaint

  Date:08/25/2022

  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.

  I schedule a service call. I was informed the tech would arrive between 5 & 8PM and that I would receive a confirmation call the day of the appointment to confirm and a call when the tech was enroute. I received no call the day of service. I reached out to Altice to confirm my appointment and was informed the tech would reach out to me between 6 & 7PM (changing my appointment time with no prior notice). The tech arrived at an entirely different time and I received no phone calls to confirm the appointment or inform me the tech was enroute. I could not make it to the door in time and I called to request the tech return, the company cancelled my appointment and rescheduled me and is now fining me for misinforming me that I would receive calls (which I did not) and arriving outside of the newly informed appointment time.

  Business Response

  Date: 08/26/2022

  In response to the complaint, Optimum reached out to ********************* on August 25, 2022, to acknowledge receipt of her complaint and apologize for the service call fee. On August 26, 2022, ********************* verified with Optimum that the $60.00 service call fee was waived on August 25, 2022. ********************* has our direct contact information if further assistance is required.

• Initial Complaint

  Date:08/24/2022

  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.

  I called 7/22/2022 to cancel my internet service account ***************** at *** ***** ****** ******* ** ***** since I was moving to California. I was told be representative that he was cancelling service and directed me to web page to print out return label for equipment cable modem. I printed label and gave package to FedEx on 7/28/2022 tracking ************ it was signed for by optimum on 8/1/2022 RMA: ********. I received a bill for services going into august 22 for internet and HBO max even though I had no service (no modem no internet). I call twice and they refuse to credit me. How can I be billed for services I did not receive they claim I did not call on 7/22 how is that possible that is how I got the shipping label with equipment signed for by optimum on 8/1. I called the customer service number on my bill did all right things and the reps are unprofessional and not willing to help me. This is not how you treat a loyal customer who did everything right. Please credit me the $35.83 overcharge for services I did not receive.

  Business Response

  Date: 09/07/2022

  In
  response to the compliant, Optimum spoke with the customer on August 25^th,
  2022, to acknowledge receipt of his complaint and apologized for the poor
  experience he encountered. A courtesy credit was applied in the amount of
  $35.83, bringing the disconnected account to a zero balance. The customer was
  provided with our direct contact information should further assistance be
  required.

  Customer Answer

  Date: 09/07/2022

  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:08/24/2022

  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.

  I diss connected service with this company over 6 months ago. Yet somehow I’m still receiving a bill from them. I called to try to figure out why I’m still being billed they said i have late fees . I said what ? Send my things to collection don’t keep billing me. They decided to keep billing every month after that still even more aggressively. I need this fraudulent company to delete my info or i will call the ftc on them. They are the worst customer service i have ever seen

  Business Response

  Date: 09/07/2022

  
  
  

  In response to the complaint,
  Optimum has tried to reach the customer on August 24, 2022 and on September 6, 2022,
  however we were unsuccessful. Hence an email was sent with following
  information. In review of the account, we found that the account was
  disconnected due to non-payment, as we have not received any payments on the
  account since November 24, 2021. Therefore, all the charges are valid. Every
  time we attempted to call the customer, we were unsuccessful.

• Initial Complaint

  Date:08/23/2022

  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.

  I signed up for internet service and they sold me cheap mobile service, but as soon as I inserted the *** card they sent me a notice of low data, and after contacting them and they said the message was correct, I switched to another carrier the next day. They continued to bill me because they had my autopay info. Now they are sending me threatening emails and claim they have turned a bill in for collection, even though I am not their customer, and havent been since December of 2021.

  Business Response

  Date: 08/27/2022

  In response to the complaint, Optimum cleared the customers Optimum mobile balance.  The account balance is now $0.  The customer has our direct contact number should further assistance be required.