Internet Cancellation Mishandled – Conflicting Information and Improper Billing

I called on 5/6 to cancel my internet service effective the last day of my billing cycle, which is 5/9. The representative assured me I would receive a confirmation email, but I never did. I followed up on 5/7 to confirm that the disconnection would happen on 5/9, only to be told instead that the service would end on 5/11. I made it clear that this was not what I requested and asked if that meant I’d be billed for the next cycle. I was told I would not be charged.

However, on 5/8, I received a bill for the period of 5/10–6/9. I called again today, 5/9 and was told the disconnection date could not be changed back to 5/9 and that I would have to pay the bill. I asked to speak with a supervisor, who simply told me there was nothing he could do and that I needed to pay the bill. After a 30-minute argument, I gave up.

Later, I used Optimum’s online chat, and the representative there told me:

“So due to this bill being generated for a billing cycle after the disconnection date, you can disregard the bill as it will be prorated Apologies for the inconvenience caused”

So now I’m left with conflicting answers. I am being charged for the 5/10–6/9 cycle despite explicitly requesting a 5/9 disconnection to avoid exactly this situation. One representative says I won’t owe anything, another says I do, and a third tells me to disregard the bill.

Which is it? This level of inconsistency is extremely frustrating and reflects very poor customer service. I will not pay for services beyond 5/9, the disconnection date I clearly requested and confirmed (I know those phone calls are recorded). Any charges beyond that date are the result of internal miscommunication or error on your part—not a failure on mine. I expect this issue to be corrected immediately by adjusting my account to reflect the proper disconnection date of 5/9 and removing any charges for service beyond that date.