Suddenlink Communications — fraudulent billing and record keeping
We were with Suddenlink for four years. We moved at the end of July, 2018. I had called Suddenlink in earlier part of July to have my service cut off July 31, 2018.
The Suddenlink online customer service assistant said we had a good rate and suggested I pay $30.00 to keep on in transition mode until we decide where we were moving to, to enable us to keep our good rate.
I wasn't sure I wanted to do that so I scheduled it to be cut off on the 31st.
We decided we were temporarily going to move in with my mom until a place could be found... so, on another date in July 2018, I called Suddenlink customer service and discussed just transferring it to my mother's and having it installed/transferred there.
The transfer was scheduled for August 3, 2018. That way we would be moved out and at my mother's.
Still in July 2018, upon further discussion with my mom, my mother decided against us doing the transfer. So we called Suddenlink customer service and told them to cancel the transfer and to just cut it off on July 31, 2018. That was the last of it until we took our equipment in to be returned on August 13, 2018 to our local Suddenlink office in Stillwater, OK.
We returned our equipment and was settling our account. Since our billing cycle ended August 5, 2018... and on the 5th of every month... I wasn't sure if we were billed prior or after.
She said I owed $100.69 and so I paid it in cash. Ok, I thought, alls good... were settled up, they have my equipment and I left assuming my service was turned off on July 31, 2018 and thinking we were billed after each month. Thus paying the July 5th through August 5th bill.
That's what I left assuming.
One month later, I received an email saying I owed a bill due in September 2018. I was livid!
I literally hopped in my car with my son and we drove straight to our local Suddenlink office to resolve why I was still getting billed?
The Suddenlink CS agent told me that it's an error. I didn't owe a bill and my service is scheduled to be cut off September 6, 2018. Again, I was livid, but held my frustration and expressed that it was supposed to be turned off on the 31st! I asked why was it still on?
She said I never requested it to be shut off. They have a transfer in the system and it was cancelled but no request to shut off was entered.
But, I told them! I did! And I expressed it's not my fault it did not get entered in the system correctly and requested it be immediately shut off!
She proceeds to tell me I was billed for August to September and I've already paid for that so I won't owe anything and the service and there is a work order already in the system to be turned off on September 6, 2018.
I wanted to know why September 6th and why not here in August? She said they just let it run the billing cycle.
So, then, I ask her to clarify that I paid for a month of service I did not need to even pay for? August 5 to September 5, 2018? When I specifically said to cut it off on July 31, 2018 but someone on their end failed to document it into the system?
I requested a refund because I didn't use the service. I wasn't there, and no service was used. And I was billed a month I didn't need to pay for.
She said she couldn't refund me from her end, that I needed to take it up with escalations so call them and request a refund.
She also let me know that there is not a $30.00 transition hold and that they don't do that. I would not be able to reserve my previous rating I had.
So, I expressed concern and again clarified... had I paid $30.00 to that agent, when I got moved and hooked back up again, I would lose my previous pro rate? She confirmed, yes. I would lose that rate.
Okay, so that is fraud and misleading! I'm glad I did not do that!
Here we are September 12, stil trying to get my money back from escalations. Finally escalations called today, September 12, 2018 and told me I would not be receiving a refund. My balance is zero and August/September are paid And September/October is paid. He also said I failed to report a cut off date and no cut off date was entered.
I got so frustrated and so that is why I am here writing this!
They fraudulently over billed me! They did not enter my cut off so they could continue to bill me, using the excuse I failed to ask for my service to be cut off on July 31, 2018.
Even on August 13, 2018, when I paid the $100.69 I was mislead I owed and paid, it was not clarified this was paying for August/September 2018 paying a month ahead. Which I clearly had already moved out and we were returning the equipment to them on August 13, 2018. So why then was service still left on and continued left on through September 6, 2018 and told me a service cut off order had been entered for that day to end my service.
I am being denied a refund due to their poor and fraudulent record keeping.
Also adding, we checked our Suddenlink account today (September 12, 2018) and there has been no service or action on it since July 31, 2018.
I AM OWED A REFUND AND I WANT MY MONEY BACK!
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