SuddenLink Customer Service Issues

I need to update my address. It was previously RR1 Box 140F in Beverly, West Virginia. I now have a new [redacted] address at [redacted] Rich Mountain Road, Beverly, WV [redacted]. I have attempted to address this with billing and technical support but was instructed to visit the nearest store, which is 35 miles away in Buckhannon, WV [redacted]. I have been unable to obtain a contact person at the store or a phone number. Furthermore, I am unable to add my cell phone number to my account. My landline is currently not working, and I have been trying to resolve this issue since Monday. I have scheduled my third appointment for this upcoming Monday. As senior citizens, my husband and I rely on our landline for emergency situations. Our cell phone number is [redacted], and our landline number with you is [redacted]. The problem seems to stem from the technician's inability to locate our inaccurate address and the lack of access to my cell phone due to the landline issue.

I was charged $60.00 for a service call on 2-23-20, and I'm unsure why. I experienced issues with narrowed channels on my TV, which led me to contact customer service for help. Initially, I interacted with an automated system that suggested a DVR download to fix the problem, but that did not work. After multiple attempts, I managed to speak to a live representative who transferred me to a technical department for assistance. A service representative was scheduled to visit my home. When the technician arrived, he initially dismissed the issue as normal, but after involving his supervisor, Will, they were able to promptly resolve the problem. Despite the service being fixed, there was no mention of billing during the visit. I've been a loyal customer for 23 years and have noticed a decline in the VIP customer treatment I used to receive. I look forward to hearing from the company to address these concerns. Howard R. Phone: [redacted]

I am seeking a bill adjustment as my monthly charge has unexpectedly increased by over $20. Despite years of prompt payments and no previous complaints, I am now facing this issue. I have noticed many complaints about this in the area of WV. I am a satisfied customer and would like my bill to be adjusted accordingly. As a senior on a fixed income, sudden increases like this are unacceptable. Should I have to contact Pat Morresey's office to investigate the reason for this constant fluctuation in my bill?

I am reaching out to address an ongoing billing issue with Suddenlink that has persisted for several months. As loyal seasonal customers for 8 years in Truckee, CA, we experienced a $[redacted].25 charge on our final bill last fall after we requested a service suspension until next summer. Despite repeated attempts to resolve this, the charge remains due to an alleged "equipment pickup" fee. We actually own our modem as reflected in past bills without any rental charges. After fruitless hours on the phone with Suddenlink, they assured me the error would be corrected, yet the charge remains and has been sent to collections. Even after disputing the charge with the collection agency, Suddenlink failed to respond. I urge Suddenlink to remove the inaccurate charge and notify both the collection agency and myself promptly.

I recently spoke to Michael from Suddenlink through online chat, and he mentioned that I have been overcharged by approximately $[redacted]-$[redacted] over the last 6-7 months, roughly $80 per month. Although Michael couldn't resolve the issue at that time, I have a bill due today, 03/12/[redacted], which includes the overcharge. In my opinion, the overcharged amount should be deducted from my current bill, and the remaining $[redacted] should be credited toward my future payments. My internet plan includes browsing and streaming for my 5-year-old and me, and I find it unreasonable to pay $[redacted] per month for this service. This amount constitutes a significant portion of my monthly income, and I believe it should be adjusted considering previous internet costs. I hope to have this issue rectified promptly.

I manage the account for my 97-year-old mother with POA. Recently, we discovered she hadn't been receiving her bill due to Suddenlink sending them to the wrong address. I paid the balance at the cable office. After multiple assurances her bills were being sent to the correct address, a supervisor found an old, incorrect address listed on the bills. Despite paying in full, my mother received a new bill for $5.42. I'm concerned about why this wasn't included in the previous payment and if it needs to be paid separately. We seek assurance that her bill is now accurate and fully settled. The lack of apology and poor customer service have been distressing for my mother and myself.

We finalized our payment in Abilene at the local office for approximately $52. Subsequently, we contacted customer service on Feb. 20 and Feb. 24 since our payment date falls on the 25th. Both representatives assured us that our next payment was not due until March. However, upon reviewing our bill amounting to $[redacted], we are contesting it. The discrepancy arose from the misinformation provided by the representatives, leading us to believe our next payment wasn't due yet. The bill appears unusually high, likely due to this error on your company's part. Kindly rectify this mistake and adjust our bill to reflect only what was paid in January. We urgently request to speak with a supervisor to resolve this promptly. To reach us, please call [redacted] or [redacted]. Thank you. - Patricia C. - Jimmy H.

I recently made a payment of around $52 at the local office in Abilene. Despite being informed by two representatives that my next payment wasn't due until March, I received a bill for $[redacted]. This discrepancy is concerning to me as it was company error. I am disputing this bill and requesting an adjustment. I urgently need to speak with a supervisor to address and resolve this issue. Please contact me at [redacted] or [redacted]. Thank you. - Patricia Coon

In May [redacted], I returned equipment and downgraded my service to Internet only before the next billing cycle. However, subsequent bills still included Triple Play services and a $40 credit, leading to a growing balance. After being given varying amounts to pay, I settled one amount to restore service, which did not happen. Despite being a loyal customer for decades, I find it frustrating to deal with conflicting information on my bill and confusion about the charges from Suddenlink. I reached out to customer service at the time, but the explanation provided did not resolve the issue. As someone on a fixed income, I simply want to restart my internet service without unnecessary charges.

I am requesting that all United States Postal Service mail from Suddenlink be stopped permanently to my address at 50 Ross Circle, Sedona, AZ [redacted]. I made this request about 3 years ago, which only slowed down the mail temporarily before it increased again. I reiterated the request a year ago, but the amount of mail has not decreased. I find the excessive amount of mail intrusive and do not appreciate having to recycle it. The labeling of the mail as "Our Neighbor" is not welcomed and only adds to the feeling of being bothered. Please ensure that no Suddenlink mail is delivered to my address in the future. Thank you for your cooperation. Jenny

I have spent numerous hours contacting Suddenlink customer service, with each call resulting in a promise from an agent that a supervisor will call back at a specific time and date. However, no one has followed up as promised. According to my modem manufacturer, the Suddenlink signal is causing technical issues. They maintain that no modem can function reliably with the signal readings being received, affecting not just me but other customers as well. I asked Suddenlink to update the firmware in my modem/router, which I own. Suddenlink insists that I must subscribe to their Premium/Premier service for this, even though it's their responsibility to maintain my modem/router's firmware to ensure I continue using their service. The manufacturer of my modem, Arris, has informed me that the signal metrics from Suddenlink are the root cause of my connectivity problems such as signal drops and freezing. I am willing to forward relevant emails if provided with a reliable contact email address to address this issue effectively.

I recently received a letter from my bank stating that Sudden Link provided incorrect account information twice. When I usually make my bill payments over the phone, it seems the data entry team at Sudden Link is not adding enough zeros to my account number, which is [redacted]. When I contacted them about this issue, I was informed that I have to visit their office in Bryan, Texas, which is not feasible as I am currently recovering from two surgeries and am in a wheelchair. I have asked if I could mail the bank's letter instead, but they mentioned it would be discarded. I am unable to visit Bryan and feel at a loss on how to resolve this matter. The customer service representative I spoke to did not demonstrate empathy towards my situation.

Every month, I notice an increase in my bill despite having automatic bill pay set up with my bank. This has led to a $10 late fee being charged, which I refuse to pay. The cost of my service does not align with the quality I receive. When trying to seek assistance over the phone, the experience is frustrating, especially dealing with representatives located outside the country. My Tivo HD/DVR box is malfunctioning. I am being billed for a family package and Encore channels that I do not use. The setup process at my new home with Suddenlink was chaotic due to inexperienced subcontractors. Despite being a loyal customer for 28 years, I do not feel appreciated by the company. - N. Murphy, [redacted] Anderson Ct, Alexandria, LA [redacted], Access Code: [redacted].

I have been waiting for a supervisor to call me for two months. Despite being assured four times that I would receive a callback within 24 hours, I have not heard back. My service has been disconnected, and late fees added, due to an unnecessary service call. I was misled by your operator and charged $60. I have been a loyal customer for 10 years, paying almost $[redacted] monthly for your services. I request the removal of the service charge. I am frustrated and considering terminating my service. My name is Jon C., and my account number is [redacted]. Please refrain from contacting my wife, Daisy R., as she is occupied with other responsibilities.

I require sales and service assistance. The incorrect package was installed. I was instructed to contact sales to ensure I receive the promotional package I originally requested, which was 1gb for life internet. The address is [redacted] Howard Ave Pt Pleasant WV [redacted]. The account phone number is [redacted] for Kristen L. They have the email confirming my order of the 1gb promotional package online, which I can also provide. Unfortunately, the installers mistakenly added a [redacted] MB modem. They will be coming on Monday to replace it with the correct 1gb modem. They assured me that all necessary details have been documented on the account for your reference. Thank you.

To whom it concerns: I'm Bob Majerus, and my access code is [redacted]. Since January 21, I have been attempting to resolve my bill without success. Each time I reach out, I am told the credit department will contact me in 2-3 days, but this never happens. I've contacted you on January 21, 28, February 4, and visited the Aubrey office on February 11. Kimone promised a resolution on March 24. When I spoke with Jessica in January, she mentioned my bill would be $[redacted] moving forward with the previous balance disregarded. Despite this, I continually receive incorrect bills with late fees. I have paid what I was told my bill would be for the past 2-3 months. Various staff members, including Jessica, Alix (February 4), Salma, and the Aubrey, TX office, have all offered different information and acknowledged billing issues. My lawyer is prepared to intervene if this matter remains unresolved. I sincerely request a prompt resolution. Bob. I trust that you have a record of all my previous communications with you.

I am disputing a $60 service fee that was charged to me. A technician came out and removed a filter inside my home, which caused my internet service to stop. No wiring was done inside the home. I contacted the company the same day, and the next day another technician came and fixed a line outside the home. I believe I should be credited for the week of no internet service. When I called on April 2nd, I requested to speak to a superior but was told to expect a call back by April 4th, which did not happen. I am disappointed by the lack of professionalism and the rude behavior of the representative I dealt with. It is frustrating to reach a human on the phone. I would like a refund for the incorrect charge and the week of disrupted service. As an online teacher relying on fast internet, I am dissatisfied with the service provided. I hope to receive a response to this complaint.

Subject: Billing Discrepancy at Suddenlink - Account #07[redacted]46-04-4 I would like to address an ongoing issue with our billing statement from Suddenlink. My name is D. Sloniger, residing at [redacted] S. Market St., Nixa, MO [redacted], and our account number is #07[redacted]46-04-4. As loyal customers of Suddenlink for the past two years, we have recently encountered a series of unexpected billing discrepancies. Our bill for January [redacted] amounted to $[redacted].26, which was promptly settled. To our surprise, the following month showed a substantial increase to $[redacted].46, including an unwarranted late fee of $10. Upon contacting Emma in the Sales Department to address this issue, she agreed to remove the late charge and proposed alternative service packages at a lower monthly rate. Emma assured us that the February bill should be $[redacted].46, not exceeding $[redacted] per month with the new services included. However, in March, we received a bill totalling $[redacted].15, indicating a $10 remaining balance from the previous month's incorrect late charge. To our dismay, subsequent bills in April escalated further to $[redacted].25, exceeding our agreed-upon amount. Efforts to resolve this matter with Suddenlink have been challenging, with lengthy hold times and disconnections during transfers for assistance. Frustrated by the ongoing discrepancies and unmet assurances, we are exploring options with alternative providers for our bundled TV, internet, and phone services. We are concerned about the inconsistency in billing and the failure to honor prior agreements. Your prompt attention to rectify this issue is appreciated. Thank you, D. Sloniger

In January, I called to disconnect my service, but they could only do it next cycle. After contacting them on 2/11, I thought the disconnection was finalized, but then received a bill in March. Despite speaking to numerous representatives, I faced challenges as they kept transferring me to others. Eventually, I found one helpful person who assured me they would resolve the issue and that I would not owe anything further. However, I recently received another bill despite returning the equipment and having a receipt. The last representative I spoke to mentioned that since over 30 days had passed since my disconnect date, she couldn't assist me without the equipment's serial number, which was not on my receipt. I am frustrated with the lack of progress after reaching out to various numbers without success. I would appreciate the opportunity to explain this situation thoroughly to someone.

My home network has been compromised. After resetting my router, I found myself locked out due to a changed password. Suspicious activity, like my Google Maps history placing me in locations I haven't been, and unauthorized access to websites like Sprint and Best Buy, has raised concerns. I also encountered fake profiles using my pictures on dating sites and experienced a fraudulent bank charge. Despite living alone with exclusive access to my devices, these security breaches persist. I urgently need to replace my router to regain control over my network. Given the current situation, I prefer a low-contact solution either through a technician visiting my home or at a local store to ensure my internet connectivity without risking exposure to viruses. Additionally, my security cameras have also been compromised multiple times, adding to my security concerns.