Cynthia Kubik sent a message to James Dolan that said:
Good Afternoon,
I donât even know where to start.
On March 7, 2020 my TV went out. At first it said Services were temporarily unavailable and then it finally said Oops something went wrong, please call. I did. They went through all the normal routines. Still did not have a TV. I unplugged and disconnected the cable box for the entire evening and the next day it came back on. This would happen several times a day over the course of the next three months.
This went on until June 11, 2020 when a technician finally came out to my house and replaced the cable box that was defective.
From March 7th on I called Optimum every other week to have this problem resolved. I was told that my cable box was more than likely the problem. I was told they would send me a new cable box within 5 â 7 business days.
1. Did not receive â your company told me I was not home to accept. I am working from home, so I was here.
2. Second time I did not receive â your company told me that with the Virus and all UPS was delayed. Ok. I will give you that, but within 3 months I should have had a new cable box. They are not that backlogged.
3. Third time I did not receive â your company told me that it was inputted into the computer incorrectly.
4. Fourth time I did not receive â finally sent a tech to my house.
Each time I did call I was told I could not receive a credit until the issue was resolved.
Now that it has been resolved once again I have gotten several different answers in response to my credit from March 7 through June 11, 2020.
1. Cannot give credit for more than 30 days.
2. Will have my supervisor return your call to discuss (This was told to me on 2 separate occasions and no one ever called)
3. This last phone call today (6/17/2020) was told I could have credit from 6/8 to 6/11 only.
All of a sudden, you records do not reflect me calling from March 7 through June 8 about a technical problem with my cable box. They do however have records of me calling regarding my bill. Trying to get a promotion of some sort. Yes I have talked to you about that, but only at the end of my phone call regarding no TV.
I am at my wits ends. I did not have cable service on my bedroom cable box from March 7 through June 11. I would really appreciate a credit to my account for those lost day. I have done everything your company has asked of me. Now please honor my request for a credit.
I have been a long standing customer with a very good paying habit. I certainly hope this is not how you treat all your customers. I have spent numerous hours on the phone trying first to resolve the issue of no TV and once again numerous hours trying to resolve the issue of a credit for lost TV services. Your help with this credit would greatly be appreciated.
Thank you,
Cynthia Kubik
