Suddenlink Communications / terrible "vip" customer service

Tyler, TX, United States

11/19/18 bill
client # [protected]
I had to change credit card information in November because the City of Tyler had a security breach. I put the new card information on my Suddenlink account for automated payments sometime mid-November. I noticed on 12/8 that the bill had not been paid, so I went online and paid the bill with the new credit card #. After the fact, I noticed that the amount paid was different than the amount owed on the original statement. I realized that I was charged a "late fee" of $10.81. On 12/17/18, I called the "VIP line", explained my story, requested to speak to a supervisor, was told one was not available, but I gave my cell phone # and asked to be called- I never got a call.
I'm upset because I have been a customer for 25 years and have never missed a payment. I was not notified that the charge didn't go through. The other card information was on my account- when the 1st card "didn't work", why was the new card not used? That is not VIP treatment- it's not even good customer service.

desirable resolution: to receive a credit of $10.81

Jan 3, 2019

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