• Report: #274911
Complaint Review:

Charter Communications

  • Submitted: Mon, September 17, 2007
  • Updated: Tue, December 11, 2007

  • Reported By:Mankato Minnesota
Charter Communications
charter.com St. Louis, Missouri U.S.A.

Charter Communications Charter Cable Phone Internet Communications Bundle B.S. False Advertising Unclear Speaking Reps Confusion No Customer Satisfaction St. Louis Missouri

*Consumer Comment: Cheaper Charges = Poor Service

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Charter Communication definitely does not put their customers satisfaction first. I have never dealt with such a poor company before.

My bill is nearly impossible to understand - I am billed from a date that has pasted to a date coming up, then part of that is subtracted, then some different type of service is charged then part of that is subtracted. None of the "package" names on the bill match any on the chart (which is confusing as hell also, but that is another story) - am I even being charged properly?

Then try talking to a rep. If you get one who you can understand of course. I've call numerous times referring my bill and I was so frustrated with one that I couldn't understand, so I asked for someone else and I was hung up on. The reps explanation of the bills are so far out there - more descriptions of packages that don't reflect anything on my bill - that I basically give up (Is this what they are hoping for?).

Then there is the so-called "Bundle". I assumed it meant that if you got more than one of their services (cable, internet or phone) you would get a better deal. Well, no.

Then (yes, there is more) there is the payments. If you make a payment online - ya know how convenient that is - and supposedly, if it works, a confirmation gets emailed to you, it shows up on a "Recent Activity" chart and "Recent Web Payment Submissions". I did this once.
After a day, the payment did not show up on any of these, nor was it taken out of my bank acct. Safe to assume it didn't work, right? I again attempted an on-line payment. Got email confirmation (immediately), it showed up on my "Recent Web Payment Submissions", but did not immediately show up on my "Recent Activity" chart, but that one does state it can take up to 72 hrs to show.

Two days after that, Charter submitted BOTH payments. When I checked my Charter Acct, the first payment showed up on my "Recent Activity", but not on my "Recent Web Payment Submissions" (it still doesn't show up as of today, 4 days later!). I notified Charter, they said they would "send me" a refund in 6-8 weeks. I needed it now (I have all 3 services with Charter, so my bill is quite high every month - I get NO discount for this) as I don't have a whole ton of bucks hanging around. They couldn't do it immediately. I asked to talk to a supervisor - after 45 min on hold, I hung up. Called my bank, stopped payment on one of the withdrawls (costing me $20).

Since this was a payment on-line, Charter takes no responsibility for these. I am assuming that it is stated in their "Authorization Terms & Conditions", which like everyone knows when it comes to legal terms, nobody can understand it and is left up to the Co. interpretations, most likely.Nice way to treat your customers, Charter!

I have been a very loyal customer for 2 plus years, have all of their services (at top prices) and they treat me like s***. There statement about themselves says:
"At Charter, our mission is to provide value to our customers."That's bull***t. Their mission is to provide value to their own pockets. They don't give a crap about their customers.

Mankato, Minnesota

This report was posted on Ripoff Report on 09/17/2007 10:34 AM and is a permanent record located here: http://www.ripoffreport.com/reports/charter-communications/st-louis-missouri/charter-communications-charter-cable-phone-internet-communications-bundle-bs-false-adver-274911. 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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#1 Consumer Comment

Cheaper Charges = Poor Service

AUTHOR: Reynboe - (U.S.A.)

There was a flyer in my local newspaper reporting $14.95 a month for one year of Charter phone service. How could I pass that up especially with all those added features that I paid extra for at Verizon.

Well, only 1 month and 1 bill later I am so frustrated I want to not only go back to Verizon, a company that prides itself on customer service, but cancel my cable service with Charter as well.

I had a couple of very simple questions regarding some charges that I needed explained to me. Well, after almost one hour of being put on hold, of being disconnect once I asked to speak w/a supervisor I decided to go online and attempt to ask my questions in a 'live chat'.

Someone immediately came on by the name of Vere. My first question was where he/she was located. this went on for over 15 minutes just trying to get an answer. When finally I decided to narrow it down to state or country I was told 'North America'. I replied that's a continent I asked for state or country. It was like a Twilite Zone. The reply for the umpteenth time was 'how may I help you'. He refused to give me his i.d. number stating he was not allowed to do so.

They are quick to list all of the features that they offer for free but do they say I will pay a $9.50 'non-government end user common primary line charge'? Do they say that I will be billed $1.25 each time I use directory assistance? No to both.

With all of the complainst I've read on this site has the company read any of them?

It makes no difference to me to speak with someone in another country as long as we can communicate and I can get my questions answered.

Charter, your Customer Support sucks, the bill is full of so much unnecessary info that it is difficult to read.

Charter get with the program and make your customer #1. Sad but true but I am getting what I paid for. I can only imagine what they pay their people.
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