Sheila Dunn sent a message to James Dolan that said:
On 2/27/2020 I contacted Suddenlink.net to see about reducing my bill. After about 3 hours on the phone and dealing with 3 different associates, I was able to get a lower cost promotion On 3/4/2020 @ 10:37am, I called the automated service to pay my bill. I was told my TOTAL BALANCE DUE was 89.20, I checked twice, paid the bill, got a confirmation number and was told I had a ZERO BALANCE. My next bill arrives showing a previous balance of 61.54. On 3/23/2020 I called Suddenlink again, unable to accomplish anything, I asked to speak with a supervisor. I was told they didn't do that, but one would call me back within 2-4 hours. I was reassured I would get a call back within the time...this was at 3:58pm. No call back as of yet. On 4/7/2020 @ 9:25am I called again, no luck after 1 hour & 5 minutes, but was promised a call back within 24 hours, still no call back! Today, 4/10/2020 @ 10:40am I called again. Spoke with 3 associates, asked the third one to let me speak with a supervisor, but guess what there wasn't one available. This call lasted 2 hours and 33 minutes. My complaint is that I paid the balance I was told I owed. Now Suddenlink wants an additional 61.54. If this is an error, it is NOT on my part and I feel I do not owe this balance and have no obligation to pay it. I'd also like to mention anytime you call Suddenlink, way before this virus hit, wait time on hold generally runs about 30-60 minutes. Very often you get someone who doesn't speak fluent English. I will say that occasionally I do get someone who is very helpful. Others act as if they don't know what they are doing. I haven't really had much issue with the service they provide in awhile, but dealing with the associates in the offices literally upsets me, runs my blood pressure up and just ruins my total day! Can you please help me with this matter? I would greatly appreciate it. Thank you...
