- Report: #1000345
Report - Rebuttal - Arbitrate
Complaint Review: Charter Cable
Charter CableUnited States, California United States of America
Charter Cable Charter Communications Abhorrent Business Practices, Rude Customer Service, Glitchy Phone Service, Undeserved cutoff of service United States, California
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ISSUE#1: I requested that I receive a paper bill in the mail from them. In two months time, I got THREE calls from Charter, warning me that they were going to shut off my cable, internet and phone service due to not paying my bill. The problem was, I never received a bill from them! I told them this, and each time, they promised to send me a bill in the mail next time.
Well, I finally got a bill in the mail, but the very next day, my husband turns on the TV, only to find our service has been cancelled! He called them up, and they said they were shutting off our service because we werent paying our bill. He told them that we had just received our bill yesterday, and how are we supposed to know what to pay if you dont give us our bill, and on time? Well, they responded, QUOTE, We are sorry. We do most of our billing services through the internet, and our mailing department is in another office.
Sometimes we dont get around to walking the paper bills to the next office, so your bill sometimes doesnt arrive on time, or at all. Are you kidding me? UNACCEPTABLE! I, myself got on the phone, and asked for the billing department, and I told the operator what that Charter employee told my husband. THIS IS WHAT THEY SAID: If you arent receiving a bill in the mail, that is not our problem. If you find that you are not getting a bill, its YOUR responsibility to call US, and we will send you a bill, or you can call us once a month and pay over the phone.
I told them its THEIR responsibility to send me a bill, and its MY responsibility to pay it. I am not going to call your office for a bill just because your employees were literally too lazy to put my bill in the mail! They then responded, well maybe it was lost in the mail. NOPE! Not when they confess to being too lazy to send me a bill, and not only that, but Charter promised TWICE to fix their mistake and send me the absent bill. Instead, they cut off my service before giving me a chance to even pay the late-arriving bill! I was extremely fed up, and I asked that they please waive my bill for $262.04 due to their lazy mistake at my expense.
I was rebuked on the spot, and told they absolutely will NOT waive my bill, and its not their problem that I am not calling THEM for a bill, and that they are sorry their employees are failing to do their job, but if they arent doing their job, then its MY job as a customer to call THEM. Are they literally asking me to do their job FOR them? No way. I said please transfer me to your company CEO. The man said I AM the top man at this business, and I am telling you NO, you are NOT going to get your bill waived. We are giving you your media services, and thats all we will do for you.
Pay your bill, or we cut off your service. They are not GIVING me their services, I am PAYING for their services! I couldnt believe what my ears were hearing. The man was extremely rude, and two of the people I talked to, were literally talking like they were teenagers with an attitude problem. They were snotty, rude, and acted like they didnt know a THING they were doing, or anything at all about proper customer service. There was not an ounce of professionalism in their voices. They sounded uneducated, and were literally taking me around in circles full of actual excuses as to why they didnt get around to giving me my bill. It was utterly unbelievable.
ISSUE#2: One of the times I got on the phone with Charter, asking why they shut off my service and why I wasnt receiving my bill, the woman said Im sorry, theres nothing we can do for you. We are shutting it off. I said NO, I refuse to take that for an answer. I will stay on the phone, and I DEMAND you help me with my problem. She said I dont like your tone, and she literally hung up on me! Since when was it okay to hang up on a customer? Thats horrible business practice, and I had to call back and spend 8 minutes pushing number options to get back to a real human being again who could help me.
ISSUE#3: When I first signed up for Charter, There was a mandatory survey I was supposed to take regarding my information, and I answered the questions accordingly. The very next day, I got an automated message from Charter saying that the phone did not understand anything I said, and therefore, Charter will not be installed on your designated date. (They couldnt understand me saying the word YES clearly into the phone to every question answered?) I called them back, waiting eons to get to a real human being, and they put me back on the automated survey.
AGAIN, the next day, the company called back with a recording saying it didnt work again, and my Charter installation would not happen. This happened a THIRD time, before I got on the phone with customer service and I complained about their glitchy automated service. She said let me transfer you, and the phone hung up on me. I had to go through their minutes-long list of options AGAIN, before speaking with a real person, before they finally just manually took my survey over the phone.
ISSUE#4 Charter usually calls me in the early morning when I am still asleep, and its always to inform me of bad news regarding my service. This company literally seems to be playing games with their customers, by blaming THEM for their mistakes, even after admitting they are too lazy to send a bill sometimes. WHAT KIND OF COMPANY IS THIS? DO NOT SUBSCRIBE TO CHARTER MEDIA SERVICES. You will be sorry you ever did.
This report was posted on Ripoff Report on 01/20/2013 07:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/Charter-Cable/United-States-California-/Charter-Cable-Charter-Communications-Abhorrent-Business-Practices-Rude-Customer-Service-1000345. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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