Suddenlink Supervisors,*My name is Chad Hatfield. I have been a customer of yours for...

GetHuman-chadhat's customer service issue with SuddenLink from December 2018

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The issue in GetHuman-chadhat's own words
Suddenlink Supervisors,*My name is Chad Hatfield. I have been a customer of yours for a long period of time, several years. The telephone number of our service that I have a major complaint about is ***-***-****. I was charged back in October for a WWE package that we DID NOT purchase. I’m not sure how it was purchased, if by someone accidentally doing something with the remote or if it was added to the bill by mistake. Nevertheless, I recently called to have it removed from my bill. A bill which I have paid consistently for the life of my service if I might add. I even paid the bill consistently and never even asked one time for a refund or credit to my bill over the past two years of me calling to have your company fix my service which has been very inadequate, to say the least, for two years (check your notes on my account). Just recently two years later it finally seems you fixed my service by replacing the main line to the house. Even though I have been told over two years that the problem was on my end by your people. Oh, which reminds me, you sold me an insurance plan to fix the problem on my end which I have paid consistently also even though it took you two years to fix the problem. I have had around **-** technicians at my house none of which work for Suddenlink directly but which are third-party contractors. Who told me every time they were at my house the problem was the main line issue. I was told work orders were put into place to correct those issues. I found out those work orders go to yet another third party contractor. Each time I called back to follow up I was never able to find out if those services were fixed because Suddenlink customer service call center say they have not to contact those people. Which leads me to believe that no one is overseeing quality control on your end as a service provider. However, I find it absolutely amazing that your company called me at ***am on a Sunday morning to tell me that my bill was due on the following Monday. With all that, my extreme frustration comes from yet another problem believe it or not. I simply called to have a charge removed from my bill that WAS NOT PURCHASED BY ANYONE AT MY HOUSE. We DO NOT watch wrestling and to be honest the service probably never worked during that time anyway. I was told they were sorry there was nothing that could be done I would just have to pay for the service. I asked to speak to a supervisor whom I will say was the rudest person I have had to deal with at Suddenlink and that is saying a lot. Again, this supervisor refused to remove the bill, would not even take the time to look at the notes to see the two years of other **** we had already dealt with to fix the problem. I was told I would have an upper management supervisor contact me on the issue within **hrs and I have yet to receive that call. Which to be honest does not surprise me. I have been told that line about five times over two years and I have NEVER had a supervisor call me except one field supervisor and to honest I doubt he worked for Suddenlink. Each time I called over the period of two years I would be without adequate service for two weeks or till a tech could arrive. Although I was without service I continued to pay my bill consistently. Not only that but to add to the situation we had to set *-* hour windows for a tech to arrive and sometimes never showed and was not called (oh because the phone, tv or internet never worked) or informed they would not be there. Yet again to add to the situation my wife or myself would have to take off a day from work to set at the house an wait on something to be fixed that we paid for consistently during this period. This went on for two years and we NEVER shorted you one dollar or did we ask for one Dollar of credit or refund. And your customer service supervisor tells me that I will pay the **$ or she will charge me more? Are you serious? I’m writing to tell you that I am not paying the $** charge for the WWE package and I don’t care if is outside the refund window by six months. The garbage I have had to put up with over two years, I will cancel my service before I pay that **$. I am hoping in good faith that someone from this company has the decency to contact me via email, cell phone or house phone and correct this problem. I would think this is the least you could do. **Chad ****.***.**** cell****.***.**** house ******@***.com

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SuddenLink

Customer service issue
Reported by GetHuman-chadhat
Dec 14th, 2018 - 2 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 1124 others
0 customers following this

Timeline

GetHuman-chadhat started working on this issue
Dec 14th, 2018 12:38am

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