Suddenlink

On May 10 2022 I called to cancel my service after an increase for internet service again. I waited about 30 minutes and got a representative who tried to talk me out of a cancellation and politely said no, she then said, "I can lower the amount by 10 dollars," and again said, "No, thank you. I want to cancel." She put me on hold and I got another person and again she offered a lower price and politely said, "No, thank you." She kept trying to get me to change mind and said, "No, thank you. I just want to discontinue my service." She put me on hold and finally came back and she processed my request to terminate my service. My billing date was on the 14th of every month. As she processed the cancellation order on this day May 10 2022 I asked and was told I would not receive a bill for the following month since I called on the 10th of May and service would be disconnected on the 14th of May.

May 22 2022 I received a bill for $100.00 for service from May 15th to June 14 2022. I called Suddenlink to dispute the charge for $100.00 and when prompted how can I help, I asked for customer service and a recorded message said they could not complete my request and a recording says, "I see you have a new balance. Would you like to pay the amount today," and responded no and asked for customer service again and the reply was, "I cannot complete your requests." I thought this odd and hung up. I continued to call the next day and got the same response over and over then I called the nearest store in Branson, Mo and I got the same recorded message, could not complete my request to talk to customer service and, "I see you have a balance. Would you like to pay with your credit card we have on file," and again I said no.

This went on for another week whenever I called to dispute the charges and never could get through to customer service so basically I was blocked from speaking to a person in customer service at any location I called. Suddenlink billed my credit card for $100.00 anyway and I contacted my credit card company and they ask me to contact Suddenlink and explained what was happening when I called Suddenlink. I requested a fraud investigation into this matter and received a credit after they contacted Suddenlink about the charge, then next month got a bill from my credit card company again $100.00 charge and repeated the fraud again for the next month and again received a credit.

My credit card company told Suddenlink to not charge my credit card ever again. Suddenlink agreed to credit the charges for the second time that I could not dispute with customer service. Worst customer experience in my life of 68 years. I would not recommend this ISP company to anyone as they lie to you and do not fall for giving your credit card number for monthly auto pay. Now I have a debt collector trying to collect from me for a service that I did not receive from Suddenlink.

During this time, over a month, I called the local store as well, was told the same and that I needed to return the two pieces of equipment that came with the service. Went looking for that second piece of equipment and did not see it. Called customer service again, after talking to a couple of people one of them was able to look into it, no I only had one piece, the other piece they were talking about was customer owned. "Well can you enter that somewhere so I'm not charge?" This was solved. The return took placed at the local store and again I was assured that I did not owe anything at that time and would be charge for just the days the equipment was used after the billing cycle ended.

I have a bill coming, for a whole month. Termination date set up for a month after the equipment was return. "Excuse me?" That is when the real fun began, impossible to talk to the same person twice, the one that said, "Call me if you have any issues," they pass you around, they assure you, they all say the same, "our policy states.." "Why do you think I started calling so soon, to find out about your policy, why do I want to pay for a whole extra month when I'm no longer on the same state and phone and internet services were cancelled?"

Phone calls suddenly drop, no one called me, no one emailed me back. Almost three weeks later of this extremely annoying hassle someone sends an email stating that they are aware that we have been contacting customer service and to please call or email. Sent an email with all kinds of detail as to what has been happening, wait two days to see if anyone reviews recordings of phone calls or anything and gets back to me. Nothing, I call the number and the person in question starts with the same "our policy states..." and me with the same responses, "Why didn't anyone say that to me when I called way in advance to find out exactly what was I supposed to do in order to avoid this mess?"

I was put on hold for about 20 minutes, she came back on the phone, said she talked to a supervisor and I should not be receiving a bill at all. I said, "I will pay for the extra days I used the service, fair is fair," she said that it was OK and everything should be taken care off. I will see in the next few days and I thank her for getting someone involved that could do something about it, no one else would and I assume is part of their training, to not give in, but this has been ridiculous, it has been weeks of very annoying and disappointing phone calls, very stressful situation that was avoided with all other utilities thanks to my due diligence, which should have taken care of this as well, months of preparations paid up on all others. Next time I will listen to the reviews posted out there. Listen to mine, customer service is pessimal.

Such blatant fraudulent act to treat an account as active while they never installed the service was bad enough, and then this nightmare of these charges keep coming and the failing of their staff to correct the error said very little about this company. Public, please do not use Suddenlink. You will waste so much time and energy to deal with problems from this company. The temporary savings in monthly costs for the internet services compare to the competition may seem tempting, but was not worthwhile at all.

Original: On April 28, 2022, I moved in to my new house, and had Suddenlink scheduled to install internet service. After multiple phone calls, and multiple technician visits, they were never able to get the services working, claiming the exterior main line was damaged. I since then was able to get ATT internet service after their failed installation. 2.5 months later, Suddenlink charged my credit card for $70.41. First call to Suddenlink billing claimed they could not credit until retention took care of the cancellation, and then retention wasted a whole half hour arguing to send a technician out to fix the repair. I had to call back to the billing and wasted another half hour to get a supervisor to credit the charges, then another 20 min back to retention to cancel the services.

Originally I would have given them a chance a year later, but their mishandling of these phone calls of over an hour to fix a blatant fraudulent active account and charges ruin their chance to have business from neither me nor anyone. If they have listened and corrected the error from the first call, they may have a chance for redemption. I would not recommend anyone using Suddenlink.