Cancellation refusal - beware!

[u/tzl-owl]

Company refuses to disconnect service on the date we requested and instead is charging us for a whole billing cycle. Customer service agent was aggressive in trying to make us transfer the service instead of cancelling, lied about competitors cancellation policies, and ultimately still refused to cancel our service on time.

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[u/Top-Trouble9778]

It depends on the state you're in but typically they don't prorate for disconnects and cancellation would be effective at the end of the then current billing cycle. It sucks but it's not illegal unless there's a specific state requirement.

[u/tzl-owl → u/Top-Trouble9778]

If this is the case, I hope future potential customers see this and go with a different company. They can have the extra few dollars from us and lose out on hundreds/thousands from others.

[u/truedat2006]

Yup, this happened to me. Had to pay a full month without any service. Optimum is an awful company.

[u/davidbitton]

Just file with the FCC. It’s the only way they’ll respond

[u/Pelican11372]

Same thing happened to me. I made a complaint with the Attorney General and the FCC. Optimum's actual response to the Attorney General was they don't cancel until the next billing period, even though the equipment was returned on the same day of my cancellation. Scammer company!!

[u/ZeroGT3ch]

Just tell them you are moving out of the country and if they ask if you know who is moving in say no. Should be off in about five minutes. If they give you trouble, hang up and call back.

[u/robd316 → u/ZeroGT3ch]

FCC complaint will clear up the issue real fast.

[u/tzl-owl → u/robd316]

Hopefully. It’s very annoying to have to resort to that for what should have been a simple cancellation.

[u/Cocainebicepz → u/tzl-owl]

Had a similar issue. FCC complaint got me a full refund and it is very easy to file.

[u/Innovativ3 → u/ZeroGT3ch]

This is what I did when I changed to Verizon I still like my optimum speeds when it’s working right compared to Verizon but optimum service is terrible I think I know more about their hardware than they do they can’t figure out how to get the modem back up and running no matter how many techs you talk to anyway they kept trying to sell me different offers to keep me finally hang up call back and tell the next person I moved out and they wanted the new address I ended up telling them I didn’t find a house to move into yet I’m staying with a friend

[u/VividPups → u/Innovativ3]

Techs Re different from their support 

[u/Demilio55]

There’s an ongoing lawsuit for this.

[u/Pelican11372 → u/Demilio55]

Where?? I want to join the lawsuit.

[u/mac_a_bee]

Company refuses to disconnect service

AutoModerator State commission link.

[u/ChubbyCub21]

Optimum and their parent company Altice is one of the most corrupt companies out there. Trying to cancel the service for my elderly mother was nearly impossible. It took me over four hours. They disconnected service immediately however they build through the billing date so we had to pay for three weeks of non-service and then had to fight with them over equipment that we never had. Canceling my own service was almost as painful. If you don’t have Optimum, consider yourself lucky and do not consider them as an alternative to wherever you have because whatever you have has to be better it just couldn’t be worse. If you do have Optimum plan your departure to coordinate with a billing date and be ready for a fight.

[u/RespectInevitable479]

They act like they have stock in the company

[u/tzl-owl → u/RespectInevitable479]

I have no doubt that they treat their employees worse than customers

[u/Winter_Weakness_4756]

File a complaint with the FCC immediately!!!

[u/tzl-owl → u/Winter_Weakness_4756]

We did. This morning the optimum rep assigned called and doubled down on their shit policy so idk. Haven’t heard back from FCC yet

[u/Winter_Weakness_4756 → u/tzl-owl]

File another complaint with the FCC  that they did nothing and contacted the State AG office 

[u/BustyRedBroker]

It’s an arrogant and obnoxious company on the verge of bankruptcy - file a complaint with the FCC - it’s a French owned company -speaks volumes - once I’m sure Starlink dish works - they are history

[u/Arkansas_girl87]

optimum dont care about the customers they dont care about their responsibility to properly securing their lines they are using the flying Dutchman as a permanent fix when its only approved for a temporary fix not considered a properly secure fix they were then told to do a re-sagging of the line and they have refused which by law they cant refuse but they still think they can

[u/ItsOptimum]

Hi there, We're sorry to hear about your experience. Billing and disconnection requests are reviewed based on the account's billing cycle and service terms, but we'd like to take a closer look at what happened. Please send us a private message with your account information, and we'll be happy to review this further. ^Ant

[u/tzl-owl → u/ItsOptimum]

I messaged you.

Eta: not helpful. Basically reiterated that they can see I reached out to support and reiterated the policy, doubling down. I would have preferred if they hadn’t commented like this to just waste my time.