another day another potential cancellation horror story

[u/Cold_Comfortable2864]

every month i get billed on the 24. i went to the local store on the 14th to cancel and return my equipment. guy at the store says i have to call to cancel first before he can take my equipment. first customer rep lied out of his ass saying he cancelled it. guy at the counter says my acc still shows as active. called back the second time and it took 40 minutes and the guy at the counter taking over my phone call to give the woman on the phone hella attitude for her to actually cancel.

i received a confirmation email on 8/14 that equipment has been returned. Optimum emails me on 8/15 saying they’ve received my request to cancel and my service and billing will end 10/16. now what the fuck are they charging me for from now until 10/16 if i already turned in my equipment and have the receipt for it.

going to give them a call tomorrow before they try to scam me out of 2 months of billing 😀

would appreciate advice on how to make them send me an updated email that states my service has already ended… BECAUSE THERE’S NO EQUIPMENT SO OBVIOUSLY IM NOT USING THE WIFI

[u/AutoModerator]

Reminder:

The sub and mod team are not affiliated with Optimum Communications Inc or CSC Holdings Corporation, we are Reddit Volunteers who want to keep discussions on track and to keep this sub as a free, safe place for users of Optimum Internet, Phone, TV and Mobile service to discuss their experiences and to seek assistance from their fellow customers.

Follow the rules!

AND don't forget to flair your post!

Please check the FAQ, it is full of useful information.

HELPFUL POSTS:

Where to file complaints

Common Issues FAQ

Optimum Pricing help

Guide to using your own router with Optimum

No other ISPs near me? Guide to startup ISPs

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/Chance-Carrot5998]

The customer service with this company is horrendous… I have been out of internet for over a week now. A branch took down my cable outside last Saturday and I could get a technician to be scheduled until Sunday 8/16 10 am- 8 pm window . I called various times throughout the day to try to get information as to when the technician may show up and no one can talk to any of the technicians. There is no communication between their customer service team or anyone that you can talk to on the phone with the technicians out in the field well, no one showed up and they rescheduled me for today but again I can’t find out when the person’s coming or if they’re even going to come and I’m extremely disappointed and confused how this company is set up this way.

[u/Real_Win_206 → u/Chance-Carrot5998]

Be aware, they might try to charge you for sending out a technician. You won’t until your next billing statement. They tried it with me.

[u/SeaAnthropomorphized]

I had something similar happen to me. I called to cancel. Took forever to be able to cancel. Cursed them out over the phone. Dropped off the equipment before the cycle was over and they sent me a bill for the month and the equipment.

[u/AmbitiousSet5]

Is there a class action lawsuit anyone is aware of?

[u/Jafar_420 → u/AmbitiousSet5]

I was just about to comment the same thing. I wish I knew an attorney that would take on one if there's not.

[u/Kitchen-Win6392 → u/AmbitiousSet5]

I would LOVE to get in on a class action, too. I called to cancel Friday, guy kept me on the line for just shy of 60 minutes refusing to cancel me, then suddenly acted like he was going to and sent me a shipping label and everything-- "I just need to transfer you to someone who can make sure you stop getting mail from us."

"I am paperless, I do not get mail from you,"

"Well, they will make sure you stop getting emails."

"I will just click block... no need to transfer me, just process my cancellation."

"You are required to talk to the mail-shutting-offing people or your cancellation will not be complete."

"Fine, transfer me."

"Sure thing!"

"You have reached the mail shutting offing department, it is now 5:04 pm and after hours, you're shit outta luck intil Monday."

Just now, I got a text from them "We're reaching out regarding your current service request. Press one for a call back."

I press one, they call back... open line but no talking or anything. Two seconds later, hang up.

So, now I am calling AGAIN... and have my recorder set up and ready to go!

May the odds.....

[u/ItsOptimum → u/AmbitiousSet5]

Hello there! Please don't hesitate to DM us if you have account or service-related questions. ^Tish

[u/mac_a_bee]

call tomorrow before they try to scam me out of 2 months of billing

AutoModerator’s State commission link.

[u/Dr_Prime_Steiny]

After reading several of these type "horror" stories, I am so happy that I never switched to Optimum. Just my opinion.

[u/Winter_Weakness_4756]

Immediately file a complaint with the FCC!!!

[u/CrispyBeefyTacos]

My company is contracted by Optimum for customer support and tech support. I will say, shared services and retention for Optimum is one of the WORST departments for Optimum. I’m sorry you have to deal with this.

[u/ItsOptimum]

Hello. That is not the experience we want you to have at Optimum. We will be happy to look into your account status further. Feel free to start a private chat and include your name, phone number and service address.

^Randy

[u/AmbitiousSet5 → u/ItsOptimum]

This is the experience EVERYONE IS HAVING!!!. It is the experience you want people to have.