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:10/11/2024

  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 called the customer service department because I have been having terrible internet connection for the past month, the wifi constantly drops every few minutes. I noticed that the available plans in my area were 300mb for $40 and 1gig with gateway for $60. I asked to switch to the 1gig for $60 to see if that would help with the wifi strength and prevent dropping and they told me that is not available in my area. Refused to give me that option and said instead it could be available at a much higher cost.

  Business Response

  Date: 10/23/2024

  In response to the complaint, Optimum spoke to the customer on October 23, 2024, and confirmed that a service visit was completed on October 19, 2024, where the technician swapped the modem, paired an extender, and did some outside repairs. On October 23, 2024, remote testing verified the modem was receiving 500mbps of service and has been online for three days. The customer was still experiencing intermittent services. Optimum offered an additional service visit to check for additional issues. The customer denied the service visit and advised that they wished to pursue purchasing an additional extender as a means of resolving the issue first. Optimum responded that they remained available should the customer require a service visit in the future. The customer has our direct contact information.

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Optimum has falsified charges and falsified services on my account.And is stealing money from me .They are sending me equipment I never asked for and refusing to send me equipment that I am supposed to have

  Business Response

  Date: 10/11/2024

  In response to the complaint, Optimum spoke with the customer on 7/12/23 during a small claims court appearance and addressed the billing concerns in full. 
  
  Optimum’s attempts to reach the customer were unsuccessful; however, voicemails and e-mails were sent, providing our direct contact information should further assistance be required.
  
  

• Initial Complaint

  Date:10/08/2024

  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.

  Around Aug 9, 2024 I set up an online payment arrangement through Optimum's website. I made an arrangement to pay my bill for a future date. Despite the arrangement, they turned off my service on Aug 23 for nonpayment. I was required to pay $111.26 to get my service turned back on. However, they still took out another $111.26 as per my payment arrangement on Sept 23, 2024. Then on Sept 27, they charged my card another $232.52. Because of frequent outages and poor customer service, we decided to cancel our service through Optimum and had another Internet provider hook up service around Oct 3. I called Optimum on Monday October 7 and spent over an hour on the phone trying to get my service disconnected. They kept offering me lower and lower rates to try to keep me. I tried to explain that I had already disconnected the Optimum modem and I already had a new provider. I was unhappy with the speed and frequent outages and told them I am an online student and need to be able to complete my school assignments on time. I had been with Optimum for 5 years but our rate continued to increase. We went from paying around $80 a month for Internet to over $200 a month over the course of 5 years. I don't understand how they were able to offer me so many discounts the minute I said I was cancelling due to poor service but they could not offer any incentive for our loyalty over the period of 5 years. I was not able to get ahold of a supervisor, but I simply requested my $232.52 be refunded since this amount covered the month of October and we no longer needed the service through this month. They refused to shut off my service until the end of October and refused to refund the money. When I call them now the automated system still says I have a balance of about $10 due. I am simply requesting a refund for the amount of $232.52 for the month of October for services I am not using. I am also requesting that they remove the $10 balance they are saying I still owe.

  Business Response

  Date: 10/17/2024

  In response to the complaint, Optimums attempts to reach the customer were unsuccessful; however, voicemails and e-mails were sent, providing our direct contact information should further assistance be required. We removed the late fee from the account, leaving the account with no balance.

  Customer Answer

  Date: 10/27/2024

  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:

  My issue has not been resolved yet. Optimum is refusing to refund my $200. They provided an awful service then when we went with another Internet provider and tried to cancel service they kept me on the phone for almost an hour offering me lower rates trying to get me to stay.
  
  I believe I am entitled to a $200 refund for the following reasons:
  
  1. Our bill continued to increase over the period of 5 years that we were loyal customers even though the service was spotty and often unreliable. We even downgraded to the lowest speed, but a service that started out around $60-$80 gradually increased to $200/month. This company is known to do this and yet when you call to cancel they offer a lower rate. If they are able to offer a lower rate (other than the $200/month) why would they wait until we canceled to offer it to us? As loyal customers for 5 years our only "incentive" was an increased rate. 
  
  2. If a payment is late, they are able to turn off service with a flip of switch in a matter of minutes and do the same once payment is made. However, once we had obtained a new Internet provider, they refused to turn off services for a month and charged us $200 for the month even though we already had another provider. In addition, they kept me on the phone for nearly an hour offering me lower rates and said they were "working on" turning off the service although they failed to do so. The service still has not been turned off and we are still paying for it. 
  
  3. I had set up a payment arrangement to pay our last bill at a later date after the billing date. Despite the fact that I was easily able to set up online a payment arrangement to pay my bill at a later date, they still turned off our service. It cost $100 to get the service turned back on, then they still took another $200 on the date of the payment arrangement. So they didn't honor the payment arrangement and shut off service acting as if it was nonpayment, but yet they still took the payment out on the date of the payment arrangement. This is the biggest reason I am requesting our $200 be returned because $300 in a month is not even close to what we had budgeted for a monthly Internet bill and we certainly were not expecting to pay $300 in one month for a bill we had (in good faith) made an arrangement on the company's website to pay at a later date. 
  
  They called me during work hours to discuss this claim and I kept missing them. By the time I finally did get ahold of them they still refuse to give us the $200. 
  

  
  

  
  
  **** *******
  
  
  
  
   
  

• Initial Complaint

  Date:10/07/2024

  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 called to have my service with Optimum aka Altice USA disconnected. As shown, I also paid the bill early than what it is due. I asked for a refund for services no longer being used and was advised they don't do that and tried to keep giving me services till the end of the month, which I declined several times, through a *** and retention supervisor and even asked for her supervisor (she claimed no one was higher). I was told by another Optimum CSR it could be do e through retention since it was early enough in my billing cycle still. I just want a refund for services not going to be used. Only help I got was from final disconnect department *** agent, *******, who was a gem and genuine help. She also advised it could be done. However, the other two agents in retention refused to help me with my refund and initial call to get services canceled.

  Business Response

  Date: 10/09/2024

  In response to the complaint, Optimum spoke to the customer on October 8, 2024, and addressed all their billing concerns in full. The customer was also provided with our direct contact information in case any further assistance is required.  
  
  

  Customer Answer

  Date: 10/09/2024

  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.

   

  I received a phone call from ****** and expressed my complaint and concerns and he was able to explain to me better as to why things were done and how i was not able to get a refund.  Theredore, I am now satisfied with how things were handled.  Thank you for taking the time to deal with this.
  
  Sincerely,
  
  ******** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/05/2024

  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.

  We have had a problem with Suddenlink/Optimum for a long time but most recently, we decided to cut our services and go with an alternative company. When Optimum attempted to get us back as customers, they said that our TV service would stay the same and after confirming that verbally, multiple times, we were willing to pay for it. Come to find out, that it actually didn't stay the same so I called to cancel. Fast forward to a couple of months later, I pay for our final bill and even after I pay for it, Optimum continues to call me every single day. I called back today, just a mere hour after the last phone call from them, and at first I was told that I was being charged for unreturned equipment. I told him that wasn't true because I turned everything in and the representatives at Optimum store in town said that I had everything. After pulling up my bill from the last month, I see that they charged me a $10 late fee (rightfully so) but when I went to pay the other day, that option with that amount was not available to me so I paid $72.48. Once I bring that up, the representative, **** *., told me that it wasn't a late fee and that it was written off to a collection agency. I asked that if it was already sold to a collection agency, then why did they continue to call me every single day about it, especially if they don't know why they're calling? He was incredibly rude to me and again, we were thrown around in circles. At this point, it's harassment if I've already paid or if it's in a debt collection agency. They over charge for lackluster service and it's no wonder most of our neighborhood dropped them when ******** came in.

  Business Response

  Date: 10/08/2024

  Optimum was able to contact the customer by e-mail on October 8th, 2024, regarding their billing issue and concerns about a poor experience with an agent in response to the complaint. The customer was advised that a credit was applied to the account and that all interactions between Optimum agents and customers are reviewed and handled internally for any coachable opportunities. The customer has our direct contact information should any further assistance be required. 

  Customer Answer

  Date: 10/08/2024

  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:10/04/2024

  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.

  We canceled our subscription to cable on July 2024. Somehow we overpaid ***** and they refused to mail us the money. When we called, they came up with all kinds of excuses even an access code that they claimed it wasnt ours. They have our account information but they wont solve our problem. We are retired and dont like to be taken advantage of.

  Customer Answer

  Date: 10/13/2024

  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:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with optimum on 9/20. I ordered internet with installation. I was given the amount to pay of 25$ to cover installation and start services. The agent said as long as it was paid 1 day before it should be good. ( calls are recorded by the way ) The agent scheduled me for that following wed 9/25. On Monday 9/23 I went in person to pay the afformentioned $25 dollars I visit the store located at ***********************. I spoke to a store ***resentative who could not confirm any amount was due in my account he stated he can collect the 25$ and just apply it to my account. Cool no problem I pay the 25$. On Tuesday 09/24 I went into the store because I got a text message saying my appt was going to be cancelled because I owe 40$. I asked the agent in store again they looked up my account and could not confirm that 1. I owed $40 or 2. That my appt was cancelled. The store *** assured me my appt was good. On 9/25 nobody showed up to install services. I called optimum via phone to get a better understanding. So the explanation I was given was I needed to pay a total of 65$ in order to get installation which nobody ever told me. Optimum understood that they did not provide accurate information for the payment they expected. Optimum made it seem like they were gonna install my service and credit me $40 since it was on them and this was there mistake. they so called was sending an email. They made an appt for Monday 9/28 again appt cancelled. They made appt for 10/02. I spoke to corporate on 10/01 for nothing basically I expressed to them the misinformation that I received both in store and over the phone. On 10/01 I went into the store to pay the $40 extra Dollars I was never told to pay on 9/20. Despite speaking to corporate on 10/1 and informing corporate around 5:30 pm that I was walking to make payment OPTIMUM DECIDES TO CANCEL MY APPT AGAIN for the 3rd time. Optimum expressed they could only waived the $40 if I paid it first then they will credit me.

  Business Response

  Date: 10/16/2024

  In response to the Complaint, Optimum spoke with the customer on October 3, 2024, regarding the complaint. Optimum applied a credit for the appointment being rescheduled. Optimum provided our direct contact information to the complainant should further assistance be required. 
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never in my life dealt with any company that is so far out of line as Optimun. I sold my house August 7, I notified Optimun that the new owners would keep your service. O[timum did nothing, I am still being billed and forced to pay for the new owners internet. I have made numerous calls to have my name taken off of the account. I was asked by one of your phone ***** to give you the new owners phone number, that question is 100% unacceptable.QUIT TAKING MONEY OUT OF MY ACCOUNT, STOP MY SERVICE AS OF AUGUST 7. REFUND THE $69.99 THAT YOU HAVE TAKE OUT OF MY ACCOUNT 7 WEEKS AFTER ASKED TO HAVE MY SERVICE STOPPED..If this is not corected, I will notify the new owners to not trust Optimum and recommend that they discontinue from Optimun as they are completly untrustworthy ***** ********* *************

  Business Response

  Date: 10/12/2024

  Optimum attempted to reach the customer by phone
  on October 9, 11, and 12, 2024, but was unsuccessful. Upon reviewing the
  customer’s accounts, the appropriate corrections were made, but Optimum would
  need to speak with the customer to resolve any further issues. Optimum has
  provided the customer with our direct contact information by voicemail and
  email should they require further assistance.

• Initial Complaint

  Date:10/01/2024

  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.

  Have a billing dispute $100 for restock fee for 2 return mobile devices by ***** to the company. Was advised by supervisor fee would be waived ion calling May 21, 2024. Spoke to Supervisor September 30, 2024 and refused to remove fee. I was also never informed there would be this fee all communication with this company is either over phone or email. Account was canceled over from with supervisor in March 2024. Disputed prior charges for wrong amount with my credit card company. Offered to pay a partial balance minus restock fee $100. Amount I only owed $46.34

  Customer Answer

  Date: 10/04/2024

  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:09/30/2024

  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.

  My bill in august was 70 now its back up to 230 even though I downgraded.

  Business Response

  Date: 10/08/2024

  Optimum attempted to reach the customer by phone on October 1, 2024, October 4, 2024, and October ******, but was unsuccessful. Upon reviewing the customers account, we would need to speak with the customer to further address the issues that you are experiencing. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  There's NO resolution and NO ONE has called at all. I would like my bill to be LOWERED to 70 like it was barely a month ago. 

  NO ONE HAS CALLED. 

   

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

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

  Business Response

  Date: 10/21/2024

  Optimum management spoke to the customer on October 21, 2024, and fully addressed the customers billing concerns. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 10/22/2024

  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:

  No one has offered to lower my bill. 

   

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