Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 5th 2025 I called up Optimum to price cable packages. Without giving me all the promotion options the representative told me about the mobile phone tv and internet package. I signed up and without even switching my phone service provider I had to pay a $20 fee to open account. About a week later I decided not to switch my mobile phone over. So I feel since the phone was never activated from optimum I should be refunded my $20

  Customer response

  01/31/2025

  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.
  Optimum has issued me a refund due to The Better Business Bureau intervening.  Thank you so much for your swift response 
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  November 07, 2024 was the date I cancelled my services for optimum and opened up a new account with internet only. The company still **** me a credit of $505.24 in which (3) Optimum customer representatives have confirmed this amount. All of the customer service representative keep stating that the amount of $505.24 will be applied to my debit card ending in ****. The Account number: ***************** It is now January 20, 2025 and I am still keep getting the same message that the money will be refunded.

  Business response

  01/23/2025

  In response to the complaint, Optimum spoke with ******* **** on January 22, 2025, and addressed their refund concerns. Optimum spoke with North Lane ***************) on January 23, 2025, who informed Optimum that the check was routed and would be delivered to the billing address on file by or before January 30, 2025. Optimum has provided ******* **** with our direct contact information in case further assistance is needed. 

  Customer response

  01/24/2025

  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

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and spoke to the business on 12/2/24 to cancel my service. I had moved and their service was not available in my new location. When i called ** as advised to return the router which was completed. i saw that i have been continuing to be charged for the service, i chat with them where they inform me nothing of that has been done and ill need to cancel service. I explain i have already done this and need a refund. Im advised to call. The lady ****** i call and speak to refuses to give me her information or her supervisors information. She stated i lied and never called. I inquire if i am able to send proof of the 34 minute conversation i had with them and she tells me no i can not send proof. She refused me many times of speaking to someone else or giving me any names. I finally got through to a ****** who than again told me i was lying and he would not help me. I explained again that i have proof i spoke to them! it was not my issue that they were unable to note the account properly. I asked for someone above him where he informed me no one was above him though he is not the owner of the company so again a lie. He than informs me Rio is his supervisor but i am not allowed to speak to him. After 30 minutes of going back and fourth with ****** he said well i guess i can try to pull the call and see if ou did call but i will not be giving you a refund. This is not okay. i did exactly what i was told to do.

  Business response

  01/22/2025

  In response to the complaint, Optimum spoke with the customer on January 22, 2025. ******************** has resolved all issues. Optimum provided our direct contact information to the complainant should further assistance be required. 
  

• Initial Complaint

  01/20/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had Optimum for my cable and internet service at **********************************************************************. I was moving out Sept. 2024, so I called Optimum and requested that my account closed Sept. 30 It was confirmed that my request would be followed. I paid what I was told would be my final payment, then moved.I thought everything was fine, but I received another bill in Oct. So I called Optimum again, and was informed that my account had never been closed. So I was paying for cable service in an empty house. The customer service agent was difficult and kept trying to get me to keep the service by offering free channels and free months of service. She wasn't listening to me at all. I know those calls are recorded, so there is a record of me repeatedly telling her to close it. After an hour on the phone, I again insisted that she close the account, and I didn't want the service, then I hung up. I once again believed it was taken care of. I was wrong. I finally got around to returning the cable equipment to the Optimum store in ********** on Dec 5, 2024. I had moved so I hadn't been in the area. When I tried to return my equipment, I was told that they couldn't take it, because the account was still open! I had to call Optimum customer service again from my car. I was informed that my account still hadn't been closed,although I had requested it now twice by phone. I spent another hour on the phone with this 3rd service **** going over everything. He finally closed my account, so I could return my equipment. Which I did, and have a receipt for on Dec ******. I was told everything was now definitely closed and all equipment was returned, so I didn't owe anything else. Now it's Jan 2025, and Optimum is charging me again. They claim I owe $136.00 for service until Dec 5, when it was finally closed. I don't think I should have to pay past Sept 30. That's when my account should have been closed. This is their mistake but they are harassing me for payment. This just isn't right.

  Business response

  01/22/2025

  Optimum spoke to the customer on January 22, 2025, and addressed the customers billing concerns in full. A credit of $135.50 was applied to the account. We remain available should the customer require any further assistance.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Constant violation of a previously reported issue to the ***, *** for ***** BBB and T********* regarding theft of my home address for use of junk mailings from this company. I called them and they put their phone on a loop to avoid talking directly to none customers who want to get off their mailing list. This local woman is hiding behind these made up SBA fake job opportunities and so are some criminals who got her list and started sending me these junk mailings all because some fool bought that c*** from them and think they can get their prices down to zero (the City of **********, ** is behind most of this stuff) by attempting to extort money from people as they force this made up company junk on others. They changed the naming convention to get around my lifetime block on any form of sales offerings, credit cards, insurance, marketing offerings of any kind and other solicitations. They put Our Custom At, Guest At, Resident A, Customer At, Customer, Guest, Resident, Homeowner, Homeowner At, Current Resident, Current Resident At, Current Homeowner At and other versions to include the name of the former resident ******* ****** *****, ******* C. *****, and ******* *****. This area has been doing this to me since I moved back to the City of **********, ** and various people have been used to put this trash in my box when the ************** got made to stop. They hand them off to people's children, homeless men, or handymen and others hustlers they know operating in the area to put it in the box after 9 pm.

  Business response

  01/20/2025

  In response to the complaint, Optimum attempted to reach the customer on January 17, 2025 but was unsuccessful. On January 20, 2025, Optimum spoke with the customer and addressed their concerns in full. Optimum processed the customer's disconnection per their request. Optimum has provided our contact information should any further assistance be required

• Initial Complaint

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/15/2024 I turned in my cable box and associated equipment to a local Optimum store. I then had to call Optimum to cancel my TV and internet service. This was one day into the next billing cycle. Optimum has customers pay in advance for the service. I was informed that I would owe the full amount of the billing cycle and that they could not pro rate their service or cancel the payment. My service was cancelled that day per my request so from that day forward I am not using Optimum TV and internet. I informed them that I was not going to pay for service that I am not receiving. Since then Optimum has continued to send me a bill with late fees. I called them again after receiving another bill and explained the situation to customer service and again telling them I am not paying for service that I am not receiving. The last bill I received stated that if I did not pay the bill that it would be turned over to collections. The amount of the bill is $272.67.

  Business response

  01/22/2025

  In response to the complaint, Optimum communicated with the customer via email on January 15, 2025, 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 November 15, 2024, and their monthly billing period ends on the 14th of each month. Therefore, this customers account was entirely disconnected on December 14, 2024. Optimum provided our direct contact information to the complainant should further assistance be required.  

  Customer response

  01/23/2025

  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:

  In an email from Optimum on 1/15/25 they stated, "When a customer contacts ******************** to disconnect their service, our representatives are instructed to remind the customer that their services will be disconnected on the last day of the then-current billing period."

  On the day that I called to cancel my service the representative did not tell me that my service would  be disconnected on the last day of my billing cycle. In fact, I asked more than once if my service was disconnected now, meaning at the time of the call. I was told that it was disconnected.  It is terrible customer service to ask for payment for a service or product that was not available or used. 

  The email also stated, "You requested disconnection on the first day of the billing cycle meaning disconnection was processed on the final day of that billing cycle and no partial credit is provided."

  So I was told one thing when I called to disconnect my service and now am being told that my service was not disconnected until the end of the billing cycle. Optimum continues to send me emails and texts informing me that a payment is due for a service that I was initially informed was not available. 

  **** ******
  
  
  
  
   
  

  Business response

  01/29/2025

  In response to the complaint, Optimum originally spoke with the customer on January 15, 2025, 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 November 15, 2025, and their monthly billing period ends on the 14th of each month. Therefore, this customers account was entirely disconnected on December 14, 2024. Optimum reviewed the interaction and confirmed that the customer was advised access to the services would be available through December 14, 2024. Optimum communicated this to the customer via email on January 23, 2025 and January 29, 2025. Optimum provided our direct contact information to the complainant should further assistance be required.  

  Customer response

  01/30/2025

  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 truth has not been told about my initial call to Optimum on 11/15/2024. I turned my equipment in that day and was informed by the Optimum representative that my service was disconnected that day. I was not informed that any other service that Optimum has would be available until the end of the billing cycle. All I was told was that I would have to pay for the entire billing cycle even though I was only one day into it.

  Therefore, I did not have, nor was able to use, Optimum internet and TV service at my home. This is the only place that I used Optimum internet and TV service and any other service such as WiFi Hotspots, etc, that may have been available were not used. The bottom line is that Optimum is charging me $261.94 for a service that I believed was not available and I did not use. Optimum needs to do the right thing and dismiss the charge.

  **** ******
  
  
  
  
   
  

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CANNOT GET ******* CUSTOMER SERVICE TO CANCEL MY INTERNET DESPITE NUMEROUS CALLS. I had ******* Internet but it was terribly unreliable in my neighborhood. It was out for days at a time, and one time I drove 30 minutes to the store to change out my modem because I was told to by a technician only to find out the service was down and I didn't need it. Finally, **** ***** came when my Internet had been down for over four days with ******* and I switched on January 7, 2025.I called ******* to cancel that week (which is the ONLY way to cancel) and was prevented from doing so over 6 times! Each time I was told my access code was wrong, but it wasn't. Finally on Jan 14, 2025 I returned the equipment, only to be told I had to call **************** to cancel. I did and was told there was a 68 minute wait and they would call me back. Two hours later, no call. I called again and was on hold for 48 minutes. When a *** answered I made it clear I had returned the equipment, had a receipt for it, and already had a new provider. She was going to transfer me to the ********************* I told her NO. I was done, just cancel the service. She put me on hold, promising to call me back if we got disconnected. Next second later, I'm disconnected. It's been 30 minutes and no call back. What is this?? I demand my CANCELLATION be accepted and NO MORE BILLS BE SENT FOR SERVICE THAT DIDN'T WORK ANYWAY AND FOR WHICH I NOW HAVE ZERO EQUIPMENT! I don't know what else to do, because I've already wasted several hours of my time on *** calls that go nowhere. This company is horrible/ Everybody going in the store was returning equipment.

  Business response

  01/27/2025

  In response to the complaint, *******s attempts to reach the customer to acknowledge receipt of the complaint were unsuccessful. Our Disconnect Policy, 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 January 14, 2025, and their monthly billing period ends on the 5th of each month. Therefore, this customers account was entirely disconnected on February 5, 2025. ******* provided our direct contact information to the complainant should further assistance be required. 

• Initial Complaint

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The process to cancel my optimum cable and internet is fraud. The process is taking over an hour on the phone and they are continuing to use tactics to scare me into staying. I have never felt this uncomfortable working with a company in any business setting. Completely unacceptable.

  Business response

  01/20/2025

  In response to the complaint, Optimum attempted to reach ******* ******* by phone on January 12, 2025, and January 20, 2025, but was unsuccessful. Upon review, Optimum could not speak with ******* ******* regarding Optimums Voluntary Disconnect Policy. Optimum verified that ******* ******* requested to disconnect services on January 11, 2025; on January 12, 2025, they were sent a voluntary disconnect informational email. According to our investigation, ******* ********* monthly billing period went from the 8th of the month to the 7th of the following month. Optimum processed the disconnect request on 02/07/25 since this was the last day of the billing period. Optimum's ******************** is tasked with retaining customers by presenting offers and attempting to prevent the account from being disconnected; all interactions are monitored and recorded for quality assurance purposes. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
  

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had a winter storm event. I am well aware of that. However, our services have been down for three days and absolutely no company response has been recorded by any of my neighbors on this road. As a matter of fact, if you were to look at their outage map, not a SINGLE outage has been assessed and issued a resolution time. I have attempted to contact customer service and all that I get told it:1. It is an equipment issue inside the home and I need to reset everything 2. That the repair is complex and engineers are working on it, yet they have not been out here to even look at it since it went down over three days ago. This company, and its customer service is incredibly lacking. It is a shame that the only way that I can get any results is to bring in an outside agency. We work from home and are dependent upon the service that we pay for every month, yet this company is not willing to even come and look at their damaged line to repair it. There are well over 40 people without service as a result, and none of them can get any answers from this company. Please, see if you can get the corporate office involved to get this resolved

  Business response

  01/23/2025

  Optimum spoke with the customer on January 9, 2025, regarding their loss of services complaint. Optimum confirmed the loss of services, was due a utility outage in the area impacting the restoral of services. A credit for the loss of services was applied to the account. The customer has our direct contact information should any further assistance be required. 

  Customer response

  01/23/2025

  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

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without internet and without a solution to my issue since the beginning of the year. They originally scheduled a technician visit for me on 1/1/2025 and that appointment was cancelled because I was told the issue was with my modem and it needed to be replaced. I went and purchased a new modem from the local ******* for around $105 and activated it according to instruction and my issues was still present. A tech was sent out on the 3rd and he determined the issue was on their end, he said the node within the box on the pole outside my house is where the issue is located, and my original modem wasnt faulty at all. The tech assured me that someone would be out to resolve it over the weekend (1/4-1/5) and nobody showed up. I just got into contact with Optimum (Altice) again today 1/7/2025 to check on the status and they acted as if I hadnt reported anything. I am going on 7 days with no service and no resolution. I have filed a complaint with the company itself through their customer care portal and havent gotten any compensation or acknowledgment back from them. I work from home and could potentially lose my employment due to their lack of initiative or care.

  Business response

  01/17/2025

  In response to the complaint, Optimum spoke with the customer on January 7, 2025, regarding their service issues and advised of pending outside work. Optimum advised that the proper teams would be engaged to address the outside issues. On January 17, 2025, Optimum spoke with the customer who advised they no longer wanted services. Optimum processed the customer's disconnection per their request. Optimum has provided our contact information should any further assistance be required

*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. ↩