I have been a Charter customer for some time and up until lately I have not had very many issues with them. However, you will soon read how all of this has changed.
Up until February of this year, I had been paying in the area of 165.00 per month for cable, phone, and 15 mb internet. I decided that I wanted to increase my internet speed to 30mb and called customer service to arrange this.
The customer service rep told me that the fee would be an additional 10.00 per month. That was all the fees that were mentioned. Later that afternoon, a tech showed up and said that he was there to install my new router and that it would be a one time charge of 20.00 and that would be added to my next bill. I knew this tech and he had always done right by me. Based on this I agreed to the one time 20.00 router charge.
That very day, my Encore channel went off the tv. I called customer service the next day and was told that there was no reason why Encore went off and she would have it put back one. She did.
When my February bill arrived, it was for over 300.00. I called my area Charter representative to see if he could help figure this out. I left a message with him. Later that day, a customer service representative called me. She said that my promotion was over wth and these were the new prices. I asked how this could be when I have renewed a new 2-year contract in August. She said that I had not done this because the promotion had stopped in June.???????????????????? Also, there were service charges of 30.00. I explained that all I wanted was what I originally had plus the 30 mb internet speed. If I cannot have this for what I was paying plus 10.00, then I want you to take everything out and cancel my service. She said that she would put together a package of what I originally had and that it would be within approximately 8.00 of what I was paying. I was fine with that.
Still my bill did not change. I called customer service again, and I spoke with a gentleman in the billing department who said that he had fixed my bill to reflect that I would only be paying 187.00 this month and that the next months bill would be approximately 170.00. I then paid my bill of 187.00 to the billing department with my debit card. The funds were debited from my checking account on March 4, 2013.
When my Charter bill came on March 17, 2013, it said that I had an overdue balance of 240.00 and the total bill was like 360.00. I called customer service and they told me that they had no record of my making a 187.00 payment on March 4, 2013. I would have to take a copy of my bank statement to my local Charter offce and they would credit my account.
On March 18, 2013, I took a day off my work and weathered a storm to go to my local Charter Office with my bank statement. When it was my turn the lady said she had no idea where the money went and that she would have to turn all of this into her supervisor. NOT VERY COMPETENT!!!!
I'm tell all of you to WATCH THESE PEOPLE!!!
They charge what they want to and say what they want to. I am only going to give them today to resolve this matter before I file a complaint with the BBB and an executive complaint at the State Level. BEWARE OF CHARTER