Optimum review: Charges for a phone did not receive and the service I don't have

I have been an Optimum customer since 2011. On June 11, 2026, I noticed a promotion and contacted customer service to switch to fiber optics, as the offer appeared attractive. The name of the customer service agent is Sicily, that was she said.
During the call, I was informed that if I added mobile service, I would pay a total of $50 for both phone and internet, with the price locked in for five years, including free phone. I was also told that, as a long-time customer, my first month would show a credit balance with no payment required, and that this credit would reduce my payment for the following month. I specifically stated that I did not want a new phone or a new number, I only wanted the service—and the representative agreed.
However, shortly afterward, I received an email stating that a mobile phone had been shipped via FedEx, along with repeated messages by text and email. At that point, I realized that the information provided over the phone contradicted the details in the email.
On June 18, 2026, my account was charged $43.58 for a mobile service associated with a phone that I neither received nor activated. I then began receiving numerous emails and text messages urging me to activate the service, including notifications that a temporary number would be assigned if I did not respond. The volume of these communications has been excessive and concerning. Optimum customer service became to decide on my behalf.
When I attempted to contact customer service, it was extremely difficult to reach a live agent. As a result, I waited until I was at home to address the issue. Last week, I spent nearly the entire week and one day on the phone—from 10:20 AM to 7:20 PM—trying to resolve this matter.
I am very disappointed with this experience, particularly because the information provided during the initial call does not match the details communicated in the follow-up emails and text messages I received from Optimum. I finally decided to cancel everything and wait for the last resolution.
However, Optimum mobile service is still charging my account, for the service and the iPhone that I didn’t receive. It has not been finalized yet. Optimum customer service is not telling the truth.