To: Cablevision
622 Torrington Road
Litchfield,CT06759
April 9, 2012
I liked my salesman, Thomas G. Mack, and left his card out to recommend Cable to my tenants when they move into my rental properties, but he stopped by shortly after selling me Optimum services to tell me he has been re-assigned.
Other than the salesman my changing to Cablevision from Direct TV has been a disaster. I was told by a representative it would be easy to “port” my telephone number to my new Optimum account. Nothing could have been further from the truth, and I was never told I would be charged $40 for the fiasco.
The first of five appointments to have a technician come to port the number was cancelled by you hours before the technician arrived. He pulled into my driveway for a minute or so, and left without entering. A few minutes after he left we noticed all our Cablevision services had been shut off. It took over an hour on the phone before anyone would believe me that your technician shut off my cable, and six more hours before service was restored.
Now you send me a bill that you say I need to pay or service will be shut off. You will note that I have called customer service no less than five times, navigated your difficult phone services each time to speak to people, noted their names and times of calls, and was assured by each that my call was recorded in their notes.
I have been told variously that the bill will be adjusted, to wait for final bills, that the bills have been adjusted to reflect changes, to not pay the bill because it is wrong, and finally that the bill is correct and to pay it immediately. Each time I followed the logic of your customer service workers, and in this final case I paid the bill.
Now, surprise, I have received a shut-off notice. Please call or write or fax me to confirm that my service will not be shut off because I have paid the “overdue” $33.46 that Terry at customer service told me not to pay because it was wrong, but later Kimberly said I should pay, and I did pay with a check 4186 on April 4.
Since you are still sending shut-off notices I need confirmation that you have received the check.
I will call you in a week anyway because, although I was promised by my salesman and several customer service workers that you would pay my early termination fees from Direct TV (a company which worked quite well for my for almost two years, by the way) you did not tell me that in order to qualify for such payment I needed to give a copy of my bill to my salesman, another copy to the installation worker who installed the Optimum Services, send another by mail, and then I needed to send a copy final bill showing zero balance after I pay it.
I am not done yet. Then, Kimberly from Customer Services explains, I must be approved for the payment promised so many times requiring so much verification, which takes about a week. And I will not be notified if I am not approved. I need to call to find out, in about a week.
Ironically every time I call I am told that such information might be available on your web sites. Obviously if such information were readily available I would not have bought your services. So when I call next week, navigate your phone system, I will find out if I will be shut off, and if you have received my check as well as if I am approved for your payment of my termination fees from your competitor.
Finally, I need to wait six to twelve weeks for reimbursement check.
For your information, a copy of this letter, and your reply (in the unlikely event you should reply as I am clearly requesting a reply) will be posted on my AgainstGoliath.com web site.
Thank you for your kind attention to these matters.
Kent Johnson
233 East Main Street
Torrington,CT06790
(860) 626-8486
Fax: (860) 626-0091
