Jaime Self

Review of NPG Cable/Suddenlink – State o...

Previously, I hadn't any problems with Suddenlink ...

Previously, I hadn't any problems with Suddenlink until just recently. The frustration began when I had an automated payment extension arrangement set Jan. 31 in the amount of $89.15. Exactly one week prior on Jan. 24, I paid the balance in full of $189.07. I assumed that paying my bill online in full would register that the account was current, apparently not!
Even though my account balance is at a zero, the amount of $89.15 is still drafted from my bank account. Thus bringing a credit of +$89.15 to my internet account, but bringing my bank account to a negative balance. I contacted Suddenlink customer service by phone to dispute the charge. All they could say at the time was that they would get back with me. Since they hadn't given me a reply, I disputed this with my bank and filed a claim.
Six days later, my bank provided to me a provisional credit and fixed the overdraft fee. One day later, Suddenlink refunded the charge back to my bank account.
Approximately a week later, Suddenlink added the charge back onto my bill!! By now, I already have a bill coming due, suddenly now I have 2 bills due. Once again I call Suddenlink to dispute the charge. A representative was supposed to have someone fix the issue and get back with me. Days later, nobody reaches out to me and the charge is still posted on my bill online. Obviously, once again, there is a failure in communication. Still yet no one reaches out to me.
To better approach the problem, I went to the local Suddenlink office in Kingman. The customer service rep spoke with her supervisor regarding the charge & assured me this was correct. The young lady explained that since the bank was paid out twice, the difference was made by adding the charge back to my internet bill for $89.15!
What this amounts to is that Suddenlink created a complete circle. Although the charge was refunded back to my bank account, they added it back on to my bill. In all technicality, they should have dealt strictly with the bank regarding any disputes. AN UNLAWFUL CHARGE WAS POSTED BACK ONTO MY ACCOUNT.
For this I give them one star only and because that's the only option. 1 star for poor customer service, miscommunication, misrepresentation and an UNLAWFUL charge. In my opinion, this is theft. You cannot legally and rightfully charge someone a month of service they clearly did not receive. I have tried several times to call and go into the office to hopefully fix this.
From what I gather of this, the confusion began when I paid online and then when I was drafted for a charge because of an automated agreement, it hadn't registered with their system. I have tried several times to bring this to the attention of the clerk. It got me absolutely nowhere. At this point, I prefer to pay a higher price for satellite internet if it means the customer service will be better.
Not to mention, the bank has already refunded a charge. Now they have no reason whatsoever to charge me an additional month of service . They still will not fix this. That s what makes this an unlawful charge!