SuddenLink Customer Service Issues

After my wife made the payment, we realized we were charged twice. This is causing a significant issue as we now lack access to the funds due to the duplicate charge. The situation has prevented us from purchasing groceries until the next pay period, leaving us in a tough spot when our kids inquire about meals. Despite reaching out for assistance, we have been informed that there is no immediate solution. It's been suggested that the double charge may be linked to previous phone payments, but this time we settled the bill in person at the suddenlink office. Additionally, I am concerned about having enough gas in my truck until the next paycheck, adding stress to the situation given the financial constraint caused by the repeated billing errors. This recurring problem must be resolved to avoid further financial strain.

I experienced a 10-day service outage for both Telephone and internet. After various conflicting explanations, a helpful representative scheduled a repair. Upon inspection, the technician replaced an old connector, resolving the issue. A $34 credit was applied to my account. To my surprise, I later discovered a $60 service charge, which had not been disclosed to me post-repair. As the problem stemmed from equipment, I am disputing this charge. I requested service termination for Dec 21st, returning the unit by mail on Dec. 29th. Please credit my account accordingly. Thank you. My previous address is: Kathy Norrell, [redacted] Lake View Dr, Colfax, CA [redacted].

Since December 3rd, we have been experiencing issues with our TV service. We were without TV for nearly 10 days, and now after moving on the 1st, we have no internet. I had to call for the first time and spent a total of 8 hours on the phone due to being transferred, cut off, and dealing with call-back delays. I have been calling daily from December 3rd to 10th and continue to do so with no resolution in sight. The internet service technicians came but were unable to get it working, leaving wires on the grass. Our bill is unexpectedly high at $[redacted], while it was supposed to be around $[redacted] as quoted over the phone. Despite requesting a supervisor to call me back since Wednesday or Thursday, I have yet to receive a response within the promised 24 to 48 hours. We have been loyal customers for years, relying on internet for business, which we still do not have since moving. I urgently need a callback or we will have to seek services elsewhere.

I have been a customer for a few years. On December 3rd, we experienced issues with our TV and were without service for 10 days. Despite calling daily and spending hours on the phone trying to resolve it, the problem persisted. Furthermore, we recently moved and have been without internet since the 1st. A technician came out but was unable to fix it, so another appointment is scheduled for Wednesday, prolonging our internet downtime. I believe compensation is warranted due to the prolonged service disruptions and poor customer service experienced. I requested to speak to a supervisor, but was told it wasn't possible and was promised a call back within 24 to 48 hours, which never happened. Please address this situation promptly, as we are considering switching providers. Thank you for your attention to this matter.

I have been trying to contact someone for days through phone and online to address my past due bill. I am requesting an extension due to recently paying a high cell phone bill caused by lack of internet access, resulting in extra data charges. My internet and cable TV service only started working again last Monday after being down. I have been contemplating switching providers but now that my service is back, I prefer not to. I believe my billing cycle should reflect the actual start date of service or allow more time for payment. I have been unable to utilize the services and have reached out multiple times for assistance. The situation has been very frustrating as it affected my ability to work from home. If my service is disconnected for non-payment, I will be forced to find another provider. This whole ordeal has been incredibly stressful. I urge the company to improve their customer service accessibility, as I found it challenging to get help through their website.

Today, I had a service appointment scheduled for installation at my home. However, the technician who came out mentioned that the line was dead and needed maintenance. While I understood the situation, I was displeased with the technician's behavior. He rudely chewed gum and complained about the distance he had traveled, stating it was for "nothing." As a customer, this was offensive, and as someone who has worked in customer service, I was shocked. I was taken aback by the technician's unprofessionalism and attitude. Although I did not voice my concerns on the spot, his behavior has made me reconsider using Suddenlink Communications for our internet needs. I appreciate your attention to this matter and hope for better representation from your staff in the future. Thank you for your time and understanding.

I signed up for telephone and Internet services around November 25, [redacted], with a monthly fee of $53.47. Upon terminating the services around October 10, [redacted], the monthly charge had increased to $82.26 over 35 months with no service improvement. I believe a 50% increase in charges without better service is unfair for a company with a monopoly. I was not refunded for approximately ten days of unused service upon termination due to Suddenlink’s no-refund policy, which I find unjust as a customer. Despite returning the telephone modem upon cancellation, I received false bills of $19.61 and $85.13 for an alleged unreturned Internet modem. After clarifying the modem situation, I still faced difficulties with billing accuracy, leading to harassment in the form of false bills and involvement of a collection agency. I am seeking reimbursement for unused service, resolution of the false billing, and an apology from Suddenlink’s upper management for the distress caused by this situation.

I've been dealing with cable issues since December 26th. The customer service has been very rude. I tried to speak to a supervisor but was told one would call me back. A supervisor finally contacted me on December 30th. A technician came on January 7th and fixed the cable, excluding the video-on-demand service. After contacting support again on January 9th, I faced more rudeness and long wait times. Despite numerous attempts to resolve the issue, my video-on-demand is still unavailable. The $20 credit I received was not enough. I even exchanged my box, but the problems persist. My channels, especially the sports package and Hallmark mysteries, are missing. Promised service visits have not materialized, and I'm frustrated with the lack of progress. I demand a functioning box, proper channels, and appropriate credits. If this isn't resolved promptly, I will consider switching providers. Please contact me at [redacted]. - Amy B.

I am currently experiencing a lot of frustration and anger trying to pay my bill. The app is not functioning, even after attempting to reinstall it. Consequently, I resorted to using the website but faced issues because I do not recall my login details, as I have primarily used the app since getting the service. Despite receiving billing emails to one of my emails, the website does not recognize either one when I tried to log in. After struggling, I managed to find my username by checking an old email. However, when trying to reset my password, the system requests a security question that I never set up, impossible for me to answer. This situation was created when customer service originally had to configure my account without prompting me for a security question during setup. Despite my repeated explanations of not knowing the security question, I am continuously asked for it. The customer service representative then asks for my account information and pin, which I cannot remember since switching to paperless billing and keeping my account number solely in the app that I cannot access. Although I am informed that my email should contain the account number, it only displays my username, creating another stumbling block. The customer service representative apologizes for being unable to help further, indicating that calling back might offer a solution. Multiple attempts lead to being disconnected several times, until finally reaching a potentially helpful department, only to discover that they are unavailable on a Sunday. Consequently, while I can make a payment over the phone, I am still unable to access my account, yet the company is ready to accept payment without issue. I find this entire situation preposterous and frustrating. The website, app, and customer service are all in disarray. I have wasted my morning dealing with these problems, receiving no resolution other than a dismissive response. I am willing to provide various forms of identification, such as my social security number, address, ID number, and my usual payment card, in an attempt to verify my identity. This experience is bewildering, and I am now contemplating switching to another service provider.

I received an automated call that my payment method was invalid. Despite having a valid credit card, it wasn't working. I contacted SuddenLink on 1/23/19 at 3:10 pm, speaking with an employee named "Shadon." She was initially unfriendly and turned rude during the conversation. Despite an 18-minute call, the issue remained unresolved as her boss promised a callback after 5 prior calls. With no return call by 4:33 pm, I'm frustrated. I was prepared to pay my overdue $65.98, but felt unfairly charged an additional $5.98. I suspect SuddenLink mishandled my credit card details. "Shadon" proposed an extra $10 charge for a phone payment, not of my making. I doubt she escalated my issue to her supervisor. While willing to settle my bill, I prefer not to deal with "Shadon" in the future. Best, Nancy F.

On Wednesday, 01/23, between 1 and 2 PM, I called to disconnect my services. The agent, Aaron, inquired about the reason, and I explained my dissatisfaction with the increasing rates. I mentioned that I was switching to DirecTV. Aaron suggested lowering my internet speed to reduce costs, but I had already made that adjustment earlier. Despite technicians already setting up the new service, Aaron insisted I should dismiss them and promised to resolve my billing concerns. I expressed my long-term issues with rates fluctuating at the local office. Aaron became confrontational, leading me to hang up. He threatened to disconnect services by February 22. When I visited the local office to return equipment, the staff handled my disconnection request kindly. They informed me that I prepaid until the 23rd, requesting a refund for the overpaid period. Additionally, I've asked for Aaron to face consequences for his behavior. Thank you. Jerry Warren [redacted] Hansel Dr. Alex. LA [redacted]

I am requesting to have my payment due date consistently set on the 5th of the month. Since becoming a customer in October [redacted], I have reiterated that I am [redacted]% disabled. I depend entirely on S.S.D.I. benefits due to Degenerative Bone, Disk, and Joint Diseases; Fibromyalgia; Ankylosing Spondylitis, and major depressive disorder. My benefits arrive on the 3rd, making it challenging to pay on the 1st or 2nd. Despite changing it to the 5th to avoid penalties, the date reverts to the 3rd, causing me to incur reconnect and late-payment fees unnecessarily. I am already burdened with excessive charges for phone calls and cable interruptions. I settled my $[redacted].04 bill today but was informed my due date reverted to the 3rd once more. I refuse to pay additional fees and demand the due date remain on the 5th permanently. Any further issues will lead me to seek assistance as I have done previously with other companies.

I previously messaged Suddenlink about my billing issue while on seasonal hold ([redacted]). I had requested this after speaking with a representative. Despite being assured the hold started in January, I keep receiving regular bills. Following a slow internet issue and a $20 bill in December (potentially an early hold start), subsequent bills show no adjustment. After paying a $[redacted] bill, I now received another for $96. Being far from home, I'm sure my Suddenlink services were unused. I pay online through my bank, and I request correction via email ([redacted]). Holding off payment until resolved, a prompt response is appreciated. - Gregory Z.

On February 11, [redacted], I reported my issue and was given code #[redacted]. So far, I have not seen any resolution as the automated system still shows a balance of $[redacted].21. To reiterate, I returned the modem in October [redacted] and requested cancellation of cable services while keeping the landline phone. Despite paying the adjusted bill of $20.55 on November 29, [redacted], subsequent bills have remained incorrect. Despite numerous calls to various numbers and visits to the local office, I have been unable to resolve the issue. Service has now been suspended without a corrected bill. I only want to be billed for the landline service and not the internet and cable since October [redacted]. I aim to rectify the bill and ensure no negative impact on Millicent D. McKuhen's credit history (account #[redacted]-[redacted]10, access code-[redacted]). On January 25, [redacted], I received a receipt from the local office indicating a service modification order with a monthly rate of $27.98 before taxes. This change is pending completion. Additionally, in January, I presented Millicent D. McKuhen's Power of Attorney legal documents as she has been declared legally incompetent, requiring me, Barbara Hoefle, to manage her affairs.

I am looking to speak with a member of upper management regarding issues on my last 2-3 billing statements. I reached out to customer service on Monday, 3-4-19, and was promised a call back within 24 hours as no one was available to address my concerns at the time. Despite explaining the urgency due to a pending disconnection, my service was disconnected before the callback. I paid the past due amount and tried to use the chat feature without success. Now that the connection has been restored, I seek an email address for the corporate office or upper management dealing with billing disputes. I have documented my concerns with highlighted billing statements and notes for clarity.

I am experiencing multiple billing issues, primarily related to excess data usage. These problems have occurred across several account statements from Nov. [redacted] to the present. Despite previous attempts to resolve the issues over the phone with customer service, the problems persist. During my recent contact with customer service on Monday, March 4, [redacted], I was promised a callback within 24 hours but never received one. I have also filled out contact forms and emailed Tina at Suddenlink without success. I am looking for contact information for the CEO of either Suddenlink or Affinity, understanding that this person does not typically handle billing issues. This is just the tip of the iceberg, and I believe escalating my concerns to a high-level executive could lead to a resolution. If all else fails, I may resort to social media to bring attention to these ongoing problems. Ultimately, a prompt and fair resolution from the call center would be the most effective solution to these persistent billing issues.

I am experiencing multiple billing issues related to excess data usage that have persisted from November [redacted] to the present. Despite previous attempts to resolve these problems over the phone with customer service, the issues remain unresolved. During my recent call on Monday, March 4, [redacted], I was promised a call back within 24 hours, which never occurred. I have also reached out via email to [redacted], but have not received a satisfactory response. I am seeking contact information for the CEO of either Suddenlink or Affinity to escalate my concerns about the poor customer service I have received. I believe that bringing these issues to a higher level within the company may lead to a resolution.

I am experiencing several billing issues, mainly related to excess data usage, appearing in my account statements from Nov. [redacted]. Despite previous attempts to resolve these problems over the phone with customer service, the issues persist. During my recent call on Monday, March 4, [redacted], I was promised a callback within 24 hours, which never occurred. I have also filled out contact forms and emailed Tina at Suddenlink without success. I am seeking contact information for the CEO of Suddenlink or Affinity, understanding that they may not handle billing matters directly. I believe escalating my concerns to a higher level might lead to a resolution, as my experiences have not been satisfactory. If necessary, reaching out through various social media platforms might help draw attention to the situation and prompt a response from corporate. I hope that the call center can address these issues promptly, fairly, and effectively.

I am contacting customer service regarding multiple billing issues, particularly excessive data usage, identified in several account statements from Nov. [redacted] to present. Despite previous attempts to resolve these matters over the phone with customer service, the problems persist. During my recent call on March 4, [redacted], I was promised a callback within 24 hours, which I never received. Despite filling out contact forms and emailing [redacted], the company's customer service has been disappointing. I am looking to escalate my concerns to the CEO of Suddenlink or Affinity, understanding that this is not the typical channel for billing issues. I believe that direct communication with higher management might lead to a resolution. If needed, I am willing to use social media to raise awareness. Ultimately, a simple and efficient solution would be for the call center to address and rectify these issues promptly and fairly.

I was outside my house in Fortuna, California around 1:40 PM waiting for the bus to drop off my child when a suddenlink truck entered the apartment complex. Shortly after, it left quickly, speeding around 25-30 mph. This behavior is unacceptable, especially knowing the area is frequented by children and pets. The short driveway and the complex's location by a main street make speeding unnecessary and dangerous. It is concerning that someone representing a company would drive so recklessly, putting children at risk. We need to ensure the safety of all residents, especially the kids, in situations like this.