How To File Optimum Complaints and Sue the Company for Poor Services
Optimum is an American company that provides internet, television, and telephone services to over 70 million customers in the United States and has a presence in over 20 countries.
Optimum is also one of the most complained about companies on the internet. One of their premium services has the biggest number of complaints on Google (almost 50,000). The funny thing is, this is the so-called Superior Service, which is defined by Optimum as "a superior level of service to that offered by other companies.”
Optimum's customer service has been rated poorly by Consumer Reports and consistently ranks towards the bottom of reviews on Yelp. It's no wonder, given that Optimum often discourages customers from going through a representative or corporate office with their complaints. They tell you to "call back in an hour," or they say, "we can't do anything for you."
If you're not satisfied with Optimum, we'll show you all the available methods to make your voice heard and, if the company ignores your complaints, sue Optimum in small claims court.
How To File Optimum Complaints
If you want to raise the issue with the company, there are a number of different ways to get in touch with Optimum's customer support.
The general customer service phone number is 888-276-5255. You should dial this number for general inquiries or if there's a problem with your bill.
If you're experiencing issues with the service (e.g., losing internet connection or TV signal), the company prompts you to contact technical support at 888-276-5255.
You’ve likely noticed that it’s the exact same phone number, although the advertised working hours are the same. The difference is that technical support is available 24/7, whereas general customer service is only available until 5 p.m. on weekdays and 1 p.m. on Saturdays.
If you call after working hours and choose the option to connect to general support by tapping the associated number on your phone’s keyboard, you’ll get an automated message that you’ll need to call back the next day.
You can also explain your issue and voice your complaint through online chat. The chat will connect you to a virtual assistant that will attempt to resolve the issue by providing you with relevant links where you can find the info you're looking for. If the issue persists, you can choose to connect to a "live expert." Before you can get human assistance, the chatbot will ask for your name, phone number, and access code.
Customers report that support agents often waste 15+ minutes of their time confirming that they've reset their equipment, only to tell them that the "service appears to be working on their end" and that they should "call back later" or "expect a call in the next 24 hours."
This is one of the most aggravating things about Optimum customer support. If you get the runaround and your services are still down, there are other ways to file complaints against Optimum.
|Ways To Contact Optimum Customer Service|
How To File Complaints Against Optimum
If you can't get the issue resolved after multiple attempts to contact the company and several conversations with their customer service agents, you can turn to one of these agencies for assistance:
- The Better Business Bureau (BBB)
- The Federal Communications Commission (FCC)
Filing a Complaint With the BBB
The BBB is a nonprofit organization that aims to provide consumers with a simpler way to get in touch with companies for complaints and reports. You can file a complaint with the BBB through this online form.
According to the BBB, they expect businesses to respond back within five business days. If they don't, the business can be hit with a warning from the BBB or a negative review on their website.
Filing a Complaint With the FCC
If you are experiencing issues with Optimum's television and internet services, you can file a complaint against the company through the FCC's website.
You can file complaints about issues like "non-working equipment" or "low speed," as well as against their business practices, which includes unresponsive and unhelpful customer service.
The FCC will usually handle your complaint within ten days.
How To Sue Optimum in Small Claims Court
If neither the Bureau nor the Commission can help you with your issue, and you can prove that the company has wronged you, you can sue Optimum in small claims court.
The exact procedure for suing a company in small claims court varies by state but typically involves filling out an application to file a claim and scheduling a court date.
You should visit your local small claims court's website or call to inquire about the process. Some courts allow you to submit your claim online, while others may require you to do so in person.
Apart from filing the complaint, you'll also need to send a demand letter to Optimum, notifying the company of your intent to sue. The demand letter must include the following:
- Your name and contact information
- The name and address of the business you are suing
- The date, time, and location of the incident/damages suffered
- A detailed explanation of your complaint
- Copies of any supporting documents, including photos or receipts
The company will have 15 days to respond to your demand letter. If the company ignores your complaint or does not accept responsibility for their actions, you can go forward with your lawsuit in small claims court.
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