Why is it impossible to get a bill issue resolved?
I was told that if I dropped off my Optimum issued cable modem - to the optimum store - The optimum employee said that I would receive a $15 a month credit for using my own cable modem. So the next month I get a partial credit - because I wasn't using my own modem for the entire month. All good so far. Then the next month comes and there is no credit for no longer using Optimum's cable modem.
You call and you get an endless run-around. Nobody, and I mean nobody, can explain this. The rep said "well you got only a partial credit because you only used your modem for part of the month" - YES - That is TRUE! But then how could it possibly be that next month's bill was HIGHER than the last month's. If you receive a partial credit, the next month should be even less, because you are getting the full month's credit. Instead my bill went up with no explanation as to why the "bring your own modem credit" went away.
Then they want to know what day I returned the cable the modem, and at what time....I mean come on, the employee scanned the UPC code on the modem that I handed him and he said, "You're good." - Do I need a paper receipt? - "No you're all set." So now they want to know the date and time of when I dropped off this cable modem. THE UPC code was scanned WHY IS THERE NO RECORD OF THAT IN "OPTIMUM LAND" ???
While I'm at the Optimum "store" this woman told me that it took her 9 months to get the credit for her mother who died and was owed a credit for the partial month of the month she died. I'm STILL trying to get that. They told me that I had to call this "Gift card company". You call the "gift card company" and the first thing you are prompted for is "the card number" - I don't have a card......<disconnect>
Why is it ALWAYS so difficult to get a simple bill resolved? Why can't it just be escalated to someone who could (and should be able to) sort things out.
Why can't a partial month refund just be issued? Why does it have to be this song and dance and never receive it? What other company acts like this - and is still in business?
And why does the person ask if you "is the correct number to contact you in case we get disconnected?" - we got "disconnected" and yet she never called me back on the agreed upon number.