Ryan C: Hi, my name is Ryan C and I will be assisting you today.
************ : Hi ryan.
************ : Ryan*.
************ : I just found out my Showtime and Starz channels were removed from my account.
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Ryan C: I do apologize and I'd be more than happy to assist you. Could you please verify the name and address on this account?
************ : ************
************ : ************
************ : ************
Ryan C: Thank you. And whom am I speaking with tonight?
************ : You don't have to apologize as it isn't your fault, it appears the retention team deceived me.
************ : *******, the account holder.
Ryan C: Hi ******* and thank you for your loyalty here since 2011
Ryan C: One moment please
************ : Alright.
************ : Thanks.
Ryan C: I see you are currently on a promotion for your TV phone and Internet for a price of $132.73 until 9/21/2014
Ryan C: The Starz and Showtime was a free 3 month promotion
Ryan C: Instead of keeping it on the account and charging for those channels, at the end of the promotion the channels are removed so you are not charged.
************ : In September of 2013, I received a letter stating my service rate will go up to approximately $180.00, this I am unable to afford, I spoke with someone in Optimum who made me sacrifice several channels (Chill was one of them) but in return I was allowed to keep my channels but my bill would slightly go up (about $20.00) which was fine with me.
************ : I was never told this was a promotion, these are channels we've had since the start of our service and in turn so we do not move to Fios my wife and I decided the deal you guys had offered us was a good deal.
************ : Now I am learning that it was a promotion, I find myself at midnight speaking to customer support because clearly I am upset at this entire situation.
************ : I don't believe what happened was fair, if I was told it was a promotion and I would have to go through the hoops of reactivating my service for a fee I wouldn't have taken this deal, or offer. My bill jumped up twice in two years, all I wanted is for my service to remain intact.
Ryan C: I do apologize but you are paying reduced rates
Ryan C: Those reduced rates are only for a certain amount of time
************ : Do you understand why I am frustrated? I wouldn't make such a fuss about it if I had known from the start what was offered to me in order to retain my account, a "save" package sort of speak, I want to remain with Optimum but not under the condition that I am forced to purchase these channels when they were offered as a promotion.
************ : That was not a a part of the package that was agreed upon..
Ryan C: I can understand why you would be frustrated and do apologize for the frustration.
************ : It isn't your doing, Ryan.
************ : I refuse to stay with Optimum if this is what they are going to treat me as, this is NOT how you treat a customer, especially after all this time. Every year I get a new surprise in my bill and now my channels have been discontinued..
************ : I want to know how this can get remanded, over 12 channels that were promised not as an expiry deal. I wouldn't have minded if I was not lied to in order to not leave over a bill hike..
Ryan C: I do apologize. Usually a customer only receives a promotional price when they first start with us. We were able to provide another promotion to you for being a loyal customer.
Ryan C: I would not be able to provide you with those Showtime and Starz movie channels for free. If you would like you can upgrade to the Silver package. That includes HBO, Showtime, Starz, Encore, Cinemax and chiller.
************ : I would like the same "promotion" I always had.
************ : New customers get a promotion, loyal customers get a price hike?
************ : This isn't fair.
************ : Especially not when FiOS is providing everything for $110.00, I don't mind paying my $130.00 but not paying for less, it just isn't right. What I want is for things to be fixed.
Ryan C: A promotion is only suppose to be one time and for a certain timeframe. We have provided multiple promotions to you. Does that Fios charge of $110 include all box fees of $10.95 per box and their regional sports fee?
Ryan C: That FIOS price is also a promotional price and when the promotion expires your rates will move to the regular rates which are higher then ours
Ryan C: They also have contracts and termination fees which we do not
************ : Yes, in our coverage area our co-op building is pushing for everyone to change (because I think the building receives a cut from new FiOS sign ups) but I am not looking to change, new box, new service, new things to get used to, a day off work to have wires ran through my apartment, etc.
************ : I'm trying to avoid a headache, one started by a retention team that gave me a limited trial promotion.
Ryan C: I do apologize but I would not be able to provide those movie channels to you for free
************ : From 2011 to 2012, Triple Play, from 2012 to 2013 Triple Play Extension, from 2013 till now, sacrificed two channels and given a limited time promo else charged for more money? I can not agree to these terms, this is NOT right.
Ryan C: I do apologize but that is why these are just promotional rates and not regular rates. We can not offer them for the life of the account
************ : Congratulations, the way my account has been handled is leading me to cancel the service and move forward with a new service. I should have never had an "extended" promo from 2012 if what you say is accurate, I should have also never received a "limited" 2013 promotion without being acknowledged, but before canceling I'll be sure to do more research such as paste this chat in city-data and ispforums and see if anyone else had such experiences because I feel the way I am treated is not the right way to treat a customer.
************ : Thank you for your time, you have been extremely helpful.
Ryan C: You're welcome and have a great night!
Ryan C has disconnected.
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