I am so sick of Suddenlink. They do nothing but lie to customers. Make promises, and then stick it to ya in the end...
I moved at the end of April. I wanted to cancel my Suddenlink account because I was moving. I drove to the Suddenlink office and got there right when they opened (I took part of the morning off of work - in order to get this done). An employee was outside with a mask on. I was told to put the modem in the drop box outside. And, I'd have to call the toll free # to cancel. They do not do that at their office.
I was told I'd get an email by 4pm that day - verifying that the modem had been checked in as returned.
I figured I'd pay my bill online, which I did on my phone. And, then I called and cancelled. I cancelled my account that day at the end of April. But, there was like 22 or so days left in the billing cycle. The person who processed my cancelation told me that my billing cycle ended on the 19th. So, after 5-19, they'd prorate my bill, and refund me for the days after my cancellation... (since I paid the entire bill).
Well, I NEVER got my email about the modem return. I called the next day, and verified the modem had been checked in. And, I asked again about the refund, because I had a feeling it would not work out.
And, it didn't.
When I canceled and when called for the modem the very next day, I spoke with people who were actually in America. And, I was even told on that SECOND call that I'd get the refund in the mail...
My billing period ended on 5-19-21.
So, I called last week about my refund, as it had not arrived... This time, I got someone in another country - and they claimed that I was out of luck. They do not prorate bills, and I was basically stuck with paying the entire billing cycle.
I pointed out that TWO different employees told me differently. I asked to speak with a supervisor. I was told that the supervisor was on the other line, but they'd get back to me that day. And, I was told they would "escalate" things. They'd go back and listen to the taped recording from my 2 previous calls to verify what was said. If it was actually said, then there'd be a good chance the supervisor would give me the refund.
Guess what - NO call back. About 5 days later (THIS week), I called back. I got someone in another country again...
I gave a 20 second summary, and asked to speak with a supervisor immediately. Guy insisted he could help me himself. So, I spent 10 minutes talking to him. He then told me that I cancelled on the 19th of May. I had to explain that I actually cancelled in April. But, my billing cycle ended on 5-19-21. Apparently, they did not close things completely until 5-19-21. And, they would keep the entire payment.
I insisted to speak with a supervisor. I finally got one. We went back and forth for 10 more minutes... Now, 3 employees had lied to me... Two from when I cancelled my account, and then the 3rd one who told me that someone would go back and listen to the phone recordings. That supervisor told me it would not happen, and I was out of luck... Even though 3 employees lied to me....
That supervisor stated I would get no refund, and I was out of luck. I told them over and over that this wasn't right after what I was told.
But, too bad. She also refused to allow me to speak with her supervisor or anyone else on the matter.
That's just crappy. I KNEW I should have recorded the conversation myself....
NEVER will I use Suddenlink again.
I've seen similar stories about Comcast before. These companies just do not care about their customers...
I moved at the end of April. I wanted to cancel my Suddenlink account because I was moving. I drove to the Suddenlink office and got there right when they opened (I took part of the morning off of work - in order to get this done). An employee was outside with a mask on. I was told to put the modem in the drop box outside. And, I'd have to call the toll free # to cancel. They do not do that at their office.
I was told I'd get an email by 4pm that day - verifying that the modem had been checked in as returned.
I figured I'd pay my bill online, which I did on my phone. And, then I called and cancelled. I cancelled my account that day at the end of April. But, there was like 22 or so days left in the billing cycle. The person who processed my cancelation told me that my billing cycle ended on the 19th. So, after 5-19, they'd prorate my bill, and refund me for the days after my cancellation... (since I paid the entire bill).
Well, I NEVER got my email about the modem return. I called the next day, and verified the modem had been checked in. And, I asked again about the refund, because I had a feeling it would not work out.
And, it didn't.
When I canceled and when called for the modem the very next day, I spoke with people who were actually in America. And, I was even told on that SECOND call that I'd get the refund in the mail...
My billing period ended on 5-19-21.
So, I called last week about my refund, as it had not arrived... This time, I got someone in another country - and they claimed that I was out of luck. They do not prorate bills, and I was basically stuck with paying the entire billing cycle.
I pointed out that TWO different employees told me differently. I asked to speak with a supervisor. I was told that the supervisor was on the other line, but they'd get back to me that day. And, I was told they would "escalate" things. They'd go back and listen to the taped recording from my 2 previous calls to verify what was said. If it was actually said, then there'd be a good chance the supervisor would give me the refund.
Guess what - NO call back. About 5 days later (THIS week), I called back. I got someone in another country again...
I gave a 20 second summary, and asked to speak with a supervisor immediately. Guy insisted he could help me himself. So, I spent 10 minutes talking to him. He then told me that I cancelled on the 19th of May. I had to explain that I actually cancelled in April. But, my billing cycle ended on 5-19-21. Apparently, they did not close things completely until 5-19-21. And, they would keep the entire payment.
I insisted to speak with a supervisor. I finally got one. We went back and forth for 10 more minutes... Now, 3 employees had lied to me... Two from when I cancelled my account, and then the 3rd one who told me that someone would go back and listen to the phone recordings. That supervisor told me it would not happen, and I was out of luck... Even though 3 employees lied to me....
That supervisor stated I would get no refund, and I was out of luck. I told them over and over that this wasn't right after what I was told.
But, too bad. She also refused to allow me to speak with her supervisor or anyone else on the matter.
That's just crappy. I KNEW I should have recorded the conversation myself....
NEVER will I use Suddenlink again.
I've seen similar stories about Comcast before. These companies just do not care about their customers...