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Jonesboro man pushes for other service options after ‘outrageous’ Suddenlink bill

Updated: Apr. 1, 2021 at 5:40 PM CDT
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JONESBORO, Ark. (KAIT) - It’s been one year since Suddenlink customers aired their grievances, and 12 months later, we’ve discovered customers are still sending complaints.

One of those complaints is from Jason King, who says he did not receive a warning for going over his data limit and was shocked when he opened his bill and saw the normal $65 bill was $377.

“I just have internet. I just have wifi. That’s all I have,” King said. “I came here [Suddenlink] like two weeks ago and paid my bill, asked how much my bill was and they never said anything about the $300 overcharge.”

The billing period of January 22 to February 22 for that bill skyrocketed.

“I signed up for the $65 plan so I expect to pay around that, around that price. When it’s quadrupled, five, six times more than that, that’s outrageous and you’re not even notified,” King said.

Now he’s taking action, even going as far as to reach out to city officials.

“I’m just trying to put a little more fire under it so we could at least get another company here. We should have more choices,” King said.

The Mayor’s office released this statement saying in part:

The complaints have decreased somewhat, but we have no indication that it is due to any meaningful improvement on the part of Altice/Suddenlink.

The state Attorney General is collecting complaints about the company because their problems extend far beyond Jonesboro.

The mayor is looking at other options — with other companies and through partnership and grant funding — that would at worst provide a better option and at best make Suddenlink compete harder.

Another reality is that traditional cable TV is not a profitable investment in the internet age. Streaming is the future and the mayor is committed to improving our wifi capabilities in Jonesboro.

Region 8 also reached out to Suddenlink with several questions regarding concerns, billing, and the Arkansas Attorney General’s investigation into their service.

Altice USA/Suddenlink Vice President, Communications Janet Meahan responded:

“We did address all of the customer feedback captured during last year’s town hall, and we remain committed to providing high-quality service and support to our customers across Arkansas. If customers are experiencing any issues with their service, we encourage them to reach out to Suddenlink directly so we can address.”

We also asked what is the rate for data overage? While the rate was not provided directly, Meahan responded, “I would like to look into the customer bill re: the data charges, however, the customer’s name and account information is cut off in the images you sent. We need those details to be able to look into the customer’s bill and provide insight into the charges.”

Arkansas Attorney General Leslie Rutledge visited Jonesboro in June 2020 to address COVID-19 price gouging concerns and Suddenlink complaints. Her office released this statement concerning their look into Suddenlink over the last year.

“Our investigation is active and ongoing. We are continuing to review consumer complaints, mediate the complaints where possible and analyze confidential information from Suddenlink in response to our investigation for compliance with the Arkansas Deceptive Trade Practices Act. We have received 481 complaints in the last year with some consumers filing more than one complaint. Customers who have complaints are encouraged to contact the Arkansas Attorney General’s Office by calling 800-482-8682 or online at ArkansasAG.gov.”

As for Jason’s bill that’s due on April 10, he has no plans on paying the $300 increase.

“If I have to keep going up the ladder then I will because it’s just not me it’s the whole city,” King said.

If you would like to file a complaint or concern with Suddenlink, click here.

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