The complaint has been investigated and
resolved to the customer's satisfactionResolved Cablevision — bad billing system
resolved to the customer's satisfaction
Today Cablevision shut off my cable service. Their story was that the bank "charged back" the last 3 months of Cablevision's charges. Confused, I contact my bank. They have no record of any "charge backs" against Cablevision. Now more confused, I start looking into my online Cablevision statements for the past 3 months along with the statements from my bank. Cablevision is showing that I've pad my bill every month, but the charges are not reflected on my credit card statement. So I haven't been paying my bills every month, but I had no idea. Furthermore there was no "charge back", because there were no charges for the bank to "charge back" (i.e. Cablevision lied). I have had no other problems paying bills with this credit card.
My conclusion is that Cablevision's billing "system" had some sort of internal error charging my account. This internal error was not caught and they credited my account anyway. After they woke up to the fact that I owe them for 3 months service, they should have called to explain the mistake, apologized, and made arrangements with me to pay the balance. Instead they turned off my service without contacting me, and when I called customer service to find out what was going on they treated my like some deadbeat.
I owe Cablevision money and am happy to pay it. When I called customer service, I asked them to charge my credit card for the roughly $600 that I owe them and turn my service back on. They refused, stating that my electronic payment privileges have been revoked and that my account is "cash only". I have to go to the office and literally hand over $600 in cash. And if I don't do this is 5 days, they are going to disconnect my home permanently. Really? Does it have to be this difficult?
The sad thing is that they are not even looking at the underlying problems here. The first is that their billing system incorrectly credits accounts when they should not be. The second is that their reaction to the mistake did not give me time to help them before they turned off my service and escalated the problem to an obnoxious level. Finally, as all Cablevision customers know, their customer service is useless by design; I don't blame the reps, I blame an organization that is arrogant from the top down.