To whom it may concern.**Recently my wife and I have been fallen a victim of a so calle...
GetHuman1964333's customer service issue with SuddenLink from January 2019
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The issue in GetHuman1964333's own words
To whom it may concern.**Recently my wife and I have been fallen a victim of a so called "bait and trap" advertising by Suddenlink.**We received a mail advertising from Suddenlink in a mid-november last year.**The advertisement promised a TV, Internet and Phone bundle for $**.**mo**year.**For $**.** more it promised to add an Altice One DVR that would come with an additional $**.** monthly credit for * years.**That offer was way more attractive then what we had with AT&T at that time.**Additionally Suddenlink promised to pay off any early contract termination fees."And if you're stuck in a contract, we'll even buy it out - up to $***!"**All of that was too good to be true and we decided to check reviews on a social media. Just like we expected the reviews were mostly negative.**Nevertheless the advertisement was too attractive and I called to inquire.***The sales person was polite, cordial and not pushy at all. He quickly collected required information and qualified us for a special offer. I asked all related questions trying to find if the offer is true or a trap.Everything sounded legit and we agreed to sign up. The sales person scheduled for us an internet and TV installations in three days with the phone installation a few days later. It was necessary for keeping our old phone number, as the sales person explained.**On a day of scheduled installation we've waited an * *** hours after the given time.**The technician was late and tired. He did his job quickly and left without a word of explanation.**Everything was working fine. TV picture was brilliant and internet connection was running fast. We were very happy.**A few days later I called customer service and asked when and how much we should pay for services. *The customer service representative told me to pay only $**.** for the first month! Wow, it was even less than we expected.**A few days later we look into a Suddenlink's website. We were curious about our billing statement. To our surprise the amount shown was more than a hundred dollars and a base rate not $**.** as promised, but a $**.** more.**I tried to call customer service but to my disappointment billing questions are answered by computer only.**I called sales and to my surprise I got the same person who signed me up! He understood my problem and promised to help. I waited just a few minutes and he informed me that everything is corrected now and our next statement will show all of the required adjustments.**I was happy again, but not for long.**Another week passed and a new bill was even more threatening. Now it added a late fee and additional charges.**I spent hours trying to get through a customer service representative. When I finally got through representative told me that she couldn't help me at all and should escalate my mater to a supervisor who would call me in a few business days.**- but what about our billing statement,- I asked. I didn't want to put our account in jeopardy...**A lady on a phone assured me not to worry. She explained that supervisor should fix the problem and we will pay corrected amount then.***A few days have passed. No one called and I wasn't surprised anymore. Meanwhile the winter holiday season passed by and I started to inquire about our billing again.**I called several times.**Finally a live person after listening to my story stated that because our first payment wasn't done in full we lost our "customer of a good standing privilege' and therefore can't quality for a $**.** anymore. Additionally she explained that because all of our three services weren't installed together, but a phone service was added three days later we wouldn't quality for this special anyway.**The late fees will be growing unless I'll pay $***.** in full.**And she didn't know anything about paying AT&T our early contract termination fee...**This is my story.**I believe we were treated unfairly and were taken an advantage of.**We were promised a special deal that was too good to be true.***My wife and I are both senior citizens and not as proficient with social media as today's youngsters. English isn't my first language either, but I intend to publish our story everywhere I could, including the FCC complaint department in a few days after sending this complaint to you.***I can't believe how your company acted with us and hope that maybe you would correct your omissions and recover our good standing with Suddenlink after all.**Thanks, I hope to here from you.**Alex Mirsky*******@***.com
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