Christine Garvey sent a message to James Dolan that said:
I have had internet only, Optimum 200 speed, since February 2019. Since that time, up until today 5/12/2020, I lose internet connection several times a day. I am disabled and live alone. I usually only have my laptop on and lose connection by just reading emails. So, I have had 4 service appointments and the last one, they charged me $90 for the service call. I wasn't advised by the repairman I would e charged. He went into a crawl space in which I don't have access to and switched the cable wire that went up into my apartment in which he said there were 2 there and he didn't know why. It temporarily solved the issue for a couple hours and went back to the same problem. When I received my next bill, there was a charge for $90. I called optimum and wanted that charge removed and they told me I was responsible to pay because the cable wires are on the property in which I live. (I live in Public Housing) I told them that I am disabled and on a limited income and that is why I lowered my services with them to $63.35 a month an that is all I can pay. They did not care. I told them Cablevision installed those wires many years before I lived here from the pole to the crawl space and I wouldn't ever physically be capable of going into the crawlspace nor is anyone besides housing and utility companies allowed to. I paid the $63.35 that I have always paid and the following month I was charged a late fee and on each opening of my browser, there was a warning from Optimum stating my account is severely overdue and I had to pay $154.28 to avoid service interruption. I called Optimum again, explained the situation, again, and was told they would take off the $100.93 off my bill and all I had to pay was $63.35. During my calls to Optimum I requested they send someone here to investigate the situation so they understood my complaint. That was denied right on the spot. so, I spoke to a so called supervisor after waiting on hold for 30 minutes, is name is Travis ID#KB1. He told me they will not take the late fee nor the service charge off my bill and it will cost me $10 more each month if I do not pay in full. I received an email on Saturday May 10th, stating an invoice for a service change. I was livid because I never was asked nor suggested to, to change my service to include service maintenance for $7.99 a month. So, I received another email on Monday 5/11/2020, with a congratulations on the change in your account for service maintenance. I called Optimum again, after paying my bill that was due on 5/7/202 for $63.35 in which the original balance including the service charge and the 2 late fee's was $164.28, they were trying to have m pay $79 and change to be current with my bill. They had the audacity to tell me I was confused by the billing cycle, in which I was current up until they charged me for a service call, I have never had a problem paying what I was paying. Who's really confused now? It was an insult to my intelligence to tell me I'm confused when they are wrong! With the unauthorized changes to my account by OPTIMUM, my new bill will be $55.38 after I send them $27.33 this month, in which I already paid them for this month. They told me the changes in my account were probably the good intentions of one of many reps I had spoken to and intended to discuss it with me but neglected to, and changed it on their own. I cannot pay ore than I do for just the bare minimum in internet and they are still insisting I'm responsible for the service repair in March. Please, I need an investigation into Optimum and their shady practices.
