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Mary's Comment on
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Main thread--Charter Billing Practices
State: Wisconsin Posted: 02/09/2008 Subject: charter customer service Comment: I was flat out lied to, led on, and deceived by customer service! I pay my charter phone and internet bills online. Last month I went to pay and my bill was huge. It turns out my payment did not go through and I got a $25.00 return payment fee. The 1st customer service lady said to call my bank, and if there was a reasonable explanation for the payment being returned the fee would be waived. I called my bank, they never got a request for payment. I called charter to check the account number that was used. I had used this account the month before with no problems. It turned out a number was wrong. I can't believe I put a number in wrong since I always triple check the number after putting it in, but I am human, and I have no way of going back and seeing what numbers I put in. It does say when you pay online that if it doesn't go through, an e-mail notification will be sent. I got no notification through e-mail, letter or phone call. The customer service lady this time was very confusing, but she did say the fee would be waived. To make sure, I asked when I would see this credit on my account. She said it would reflect on the next billing cycle, and she gave me the amount to pay minus the $25.00 fee. Well, the amount was not credited, so I called again. This time I was told it could not be waived. The lady said I was told to e-mail the cash management team, which I know I was not told to do, so I asked for the e-mail. I was given a number, I asked if this was a phone number and told it was. It wasn't, it was a fax number. I called back and asked to speak to someone else. I was put on hold and left there. I hung up after 15 min. and called back. This time I was put on actual hold for the "supervisor". After another 10-15 min. got another lady who said the fee could not be waived. She said only the cash management team can do this, and she would not get them involved because she didn't want me to get my hopes up! They have no phone number. She said she couldn't have this fee waived because it would encourage neglegence! Wow. I asked why I wasn't notified by e-mail, since it says that will happen. She said that is only the case if I pay by credit card. Then why does it say this? She gave me the big run-around, saying at one point that the bank charges them for the returned payment, but retracted after I asked for clarification of this, only saying that the fee was reasonable. I asked why I was told this fee would be waived. She would not answer that. She told me that I had said in that phone call that I had sent the payment my mail. I did not say that or do that. I pay online and was never notified it didn't go through. She sort of retracted that statement too, since it wasn't true. Thank goodness I called dishnetwork and I can get DSL through them! These people are nuts! Mary |
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