Optimum

Gina Kerr
2014 Fanwood Street
Oakhurst, NJ 07755
[protected]@gmail.com
December 17, 2020
Optimum
1501 18th Ave.
Wall, NJ 07719

Re: Gina Kerr
Optimum Account Number: [protected]-2

Dear Optimum,
This is a letter of dispute with regards to the outstanding balance of $168.05 for my Triple Play Package.
July, 24, 2020 I called to cancel my service, it took 4 HOURS and several transfers to different departments. I was told I had to speak with each of these people that I could not "just cancel my service".
I was held hostage and felt abused being forced to stay on the phone all of this time because Optimum did not want to lose a customer. When I finally spoke with the "Retention Department" I was offered a minimal incentive to stay. I was told I would not be happy with Verizon! At this point, I was exhausted and angry! I explained how my service had not worked properly in well over 5 years(probably 10 years)! Despite my calls for service, complaints, escalation to supervisors who actually sat outside my home at night to monitor service. Somehow they NEVER found nor corrected the issues! During this call, I informed the representative that I refuse to pay for a full month of service as it was cancelled on the 24th of the month. If anything, Optimum should be issuing a check to me for all of the hours my service did not work.
All equipment including old remote controls were returned to the Optimum Wall, Township office on the next business day, July 27, 2020 as instructed.
Some of the complaints:

Landline telephone service
Incoming calls from outsiders would get a message this number is not in service or nothing at all, dead air
Voice mail did not always work for the unanswered incoming calls
While using the phone, calls were dropped regularly. Imagine being on the phone with your surgeon when this happens or a call that you waited on hold for an hour or more to reach a representative
Internet
was painfully slow
often unable to open emails
Unable to perform Google searches or basic internet functions
online banking to pay bills
unable to play games as the internet would freeze
Television,
EVERY night after 8:00 p.m. we were unable to stream on the computer, Ipad or new television. This would happen after 10 p.m. in the earlier days of my complaints. Throughout the evening, the streaming would work for a few minutes then go out again. On and off throughout the night. Initially I was told it was my 6 month old Ipad so I bought a TV and a Roku for my bedroom and had the same problems!
The T.V. screen would freeze with the message said there was no internet connection.
Often the local T.V. networks did not work either
All of this even though we had bought new computers, televisions, Roku boxes and a booster thinking this would correct the problems after having Optimum repair here. Spent a lot of money as we were left with the impression that we needed updated technology.
I paid for Optimum service to provide us with internet service, landline telephone and television for many years and have never had trouble free service that I could rely on. I made numerous complaints. Pull the notes and record of phone calls including Supervisors and Managers notes from day one of my service.
I am disabled and my husband is a disabled Veteran so there are lapses in the time we made complaints as we could not handle hours on the phone demanding assistance as this is at the very least, mentally draining! For extended periods of time we could not have them in our home following surgeries and illness. We actually felt we had no alternative but to put up with the poor service as in previous calls to Optimum to discuss ending the service we were told Verizon was terrible and locked you into contracts so you can not cancel Verizon! We were resigned that Optimum was the only carrier in our area. Many years prior we had the Dish and changed to Optimum. Finally, we had enough! Called Verizon to learn there are NO CONTRACTS and we could cancel at any time if not satisfied! This is when we switched on July 24, 2020.
It is beyond my comprehension how Optimum can sell these Triple Play services yet, they are unable to provide uninterrupted Triple Play service and demand a monthly payment of $178.00! Can you imagine if you bought a new car that only worked on occasion?
My account was promptly sent to a Collection Agency named CBHV. (letter is attached) I started receiving calls from an unknown party. I did not receive a Collection Letter until November 10, 2020. I thought you had to be notified in writing? The calls continued, often more then one call per day. The message instructs you to "Press 1" to talk with a representative. EVERY call, I pressed one only to get a fast busy signal! Finally I called them and spoke with a representative who confirmed my account was placed in Collections (My Credit Score is over 800) something I am very unfamiliar with!
I informed the Agency I was disputing the balance and had told Optimum when I cancelled the service however, no one from Optimum has contacted me to resolve. I was instructed by the agency that I had to contact Optimum directly. I have spent several hours and have been told because my service was discontinued I can not speak with anyone, I have to pay! I was given a telephone number to call after many hours, by the last person I spoke with and that is for an automated telephone number to make a payment.
The calls from the Collection Agency continue, they can NOT assist me in my dispute, can not give me a name and telephone number *(besides the general 800 number) at Optimum of someone to speak with.
On Facebook and numerous sites on the Web, I am NOT THE ONLY person who has had these experiences! WHY IS THIS ALLOWED TO CONTINUE?
I have not had one moment of problems with Verizon since it was installed on July 24, 2020. This tells me it is not my home, computers, televisions phones or wiring inside or outside my home but simply Optimum's poor service.
At this time, I ask for your assistance as I am unable to dispute, speak with a human or get satisfaction for the years of service I paid for but did not receive the service I was promised. I can not comprehend how Optimum can demand I pay another full month of service when I never got the service I was paying for! This is the reason for my letters being sent to your office as well as others as I need assistance in resolving this matter.
Sincerely,

Gina Kerr

For the past month I have repeated pixelation on all 3 of my cable tvs. I have replaced the DVR and the other 2 cable boxes.
I have had two service technicians come to my house and repeat the same process of checking wires for tightness and rebooting system.
I was provided a cell number of the second technician, who, when I called to indicate the issue continues, indicated they "called it in".
No one contacted me or came to the house to check outside wiring.
I contacted Cablevision by phone and was told I would just have to wait. I asked to speak to a supervisor, was left on hold 15 minutes (phone left off the hook) and I eventually disconnected.
I contacted Optimum through their Twitter chat and was asked to reboot boxes after providing the box numbers so they could reset. I indicated no change and the havent responded in 2 days. I remain with poor quality service (tvs only. Phone and internet no issues) and no way of speaking to anyone who can provide direction.

This summer, on several occasion, including last night (September 11th), I attempted to watch a Philadelphia Phillies baseball game that being broadcast on ESPN. Each time, there has been a different program broadcast in my area (Neptune, NJ). Last night, rather than getting the very important Phillies-Braves baseball game, I tuned in only to find the broadcast on my TV was a women's professional soccer (Chicago playing Orlando). I phone my father, who lives in the same town, 500 yards away from, but is a Verizon Fios subscriber. He was watching the Braves-Phillies game. I contacted ESPN and they assured me that the Phillies-Braves game should have been broadcast on my TV, the issue was entirely up to the discretion of Optimum. I would like an explanation as to why this happens and if it will continue in the future. If so, I am inclined to switch to Fios. I have been a Cablevision/Optimum subscriber for over 20 years. I would like the courtesy of an explanation. I know local blackout rules don't apply.

Thank you.

Brian Nash
1248 Adams Way
Neptune City, NJ 07753
[protected]
[protected]@aol.com