• Report: #932633

Complaint Review: Suddenlink

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  • Submitted: Sat, August 25, 2012
  • Updated: Tue, January 01, 2013

  • Reported By: Julie — Lamar Arkansas U.S.A.
Suddenlink
Tyler, Texas United States of America

Suddenlink Suddenlink is up to some fraudulent billing Tyler, Texas

*Author of original report: And so it continues...

*UPDATE Employee: Help with Suddenlink

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--I first get Suddenlink when I move to a very rural part of AR in Nov. 2010.  Prior to the move, I schedule services for cable TV and internet to be connected at the new house.  I was told in that phone conversation that I was to pay the tech who comes to hook up the service "the first month's bill".  Luckily, I wrote everything down that I was told.  Tech comes, hooks it up, I pay him, everything's great.  About 5 days later, I get a bill for "first month's" service.  I call them and explain that I had already paid the tech the first's month's bill.  "Oh, you are right.  Just disregard that bill".  Ok.  I thought it was weird and not the most honest billing practices, but whatever.  My monthly bill is $104 and some change. 

--April 2012.  I have become obsessed with the ID channel, but have to watch it when I visit other people who have different cable providers.  I call up Suddenlink and was told I could add a very small package of channels that would include ID for about $6 per month.  I'm super excited and say "do it!"  Well, the next bill comes and it turns out that Suddenlink thinks $6 is more like $15.  I'm not happy, but I chalk it up to extra taxes and enjoy the ID channel. My monthly bill is now $119 and some change.

--June 2012.  I buy my first house, but it's in the same geographical area, so I didn't move far--still have to use Suddenlink.  I call to set up transfer of services and I'm told that there will be a $45 transfer fee but they immediately offer to split it up over the next 3 months which would be an extra $13.34.  I say "great" and the tech comes and hooks it up at my new house. I had actually paid my Suddenlink approximately 2-3 days before I moved so I wasn't expecting a bill anytime soon.  But, of course one showed up at my house within a week of me moving.  It was for $151.34!  I call Suddenlink and they explain that I didn't actually owe them anything and they had no idea why I got a bill.  "Disregard it".  About this time, my upgraded package's channels are not working.  The picture is always stuck on the screen and the sound just goes out--but only on those channels including ID.  I call and report that, they schedule a tech person to come, but that guy never shows up or calls to tell me why.  Luckily my friend was able to sort of fix it (I still have problems with it, but not as bad).

--July 2012.  I get another bill for $151.34.  I call Suddenlink again and I'm told, "you only owe us $14.01".  I ask several times "are you sure" and I'm promised that I only $14.01.  I was never explained why, but whatever I pay it.

--August 25, 2012.  I just got another bill for $151.34.  Why?  I had been paying $119 since April, expected to pay an extra $13.34 for the next 3 months--how do you reach $151.34?  I call Suddenlink once again.  At first I'm told that I had an outstanding balance of $18.  I ask for what and why is that not on my bill.  She tells me that the outstanding balance wouldn't be on the bill.  WHAT?!  Every bill I've ever paid has the balance on the next bill if you don't pay the whole thing.  Then she says that the fees for my services have gone up starting in July.  By $19 per month?!  I ask her why I wasn't notified of this increase--"I don't know".  Really?!  So, I guess as of now my monthly bill is $151.34.  I live out in the middle of no where, so my options for services (especially internet) are limited.  I think Suddenlink is fully aware of this fact and knows they can charge me pretty much whatever they want, I can't do a lot about it.  I have to have internet for work.

This report was posted on Ripoff Report on 08/25/2012 07:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/Suddenlink/Tyler-Texas-/Suddenlink-Suddenlink-is-up-to-some-fraudulent-billing-Tyler-Texas-932633. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

And so it continues...

AUTHOR: Julie - (USA)

After my initial report written in August 2012, I e-mailed the Suddenlink employee who responded to the report.  She in turn put me in touch with a Suddenlink employee from the local Suddenlink store.  This local employee and I conversed over e-mail and she was able to refund me the $18 mysterious increase I was charged, and waived the $45 transfer fee.  I was then told by this local employee that my monthly bill would be $118.98 which I was fine with.  I paid the September, October, and November's bills with no problem at the agreed upon rate.  However, December's bill was $120.86 with no explanation as to why it had increased.  Because it was such a small difference, I didn't contact anyone to question it.  But I had a feeling this was just the beginning and I was right.  The January 2013 bill is suddenly $131.54, again with no explanation for the increase.  I called Suddenlink's 1800 number, but was on hold for nearly 15 minutes.  I gave up on that.  (They never tell me why the bill went up anyway).  I then e-mailed the local employee who had helped me before.  I am still waiting for her response, but it seems as though this will only continue as long as I'm a Suddenlink customer.

--Julie
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#2 UPDATE Employee

Help with Suddenlink

AUTHOR: Suddenlink Help - (United States of America)

Hi - my name is Tina and I am with Suddenlink.  I am sorry to hear about the billing issues you have recently been experiencing and I would be happy to help resolve them.  Please feel free to contact me directly via email at tina-AT-suddenlink-DOT-com for assistance.  Thank you.
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