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Erin's Comment on
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Main thread--Charter Billing Practices
State: Georgia Posted: 05/27/2008 Subject: Stuck with Charter's Worst Customer Service Comment: I moved to the Atlanta area in February to an area that only uses Charter. This means that I'm stuck with them or no cable at all(can't get satellite). I have an HDTV and signed up for an HD DVR, cable service, and $19.99 Internet promotion for 12 months. The installer showed up at my house with a regular digital cable box (not even an HD box). He said they were out of HD DVRs, had no clue when they'd be available, and that Charter would NOT call me when they were. I was supposed to just keep "checking back" with them. He installed the Internet and provided zero instructions on how to sign up for an email account, etc. I also specifically asked to buy the modem outright (we had a conversation about it). He said that leasing it is "better" as it could go out at any time. I called their customer service line (888-GET-CHARTER) and was promised that I would NOT be charged for the HD tier (since I couldn't access the channels) or the DVR box. They said that there was no way I would be charged because they look closely at the service order from the technician. Of course I was charged for the services when I received my monthly bill. I also was charged $5.00 for "leasing" the cable modem, which is not what I asked for. I called again and they credited my account for the DVR I didn't have. They also couldn't figure out why I didn't receive an HD DVR because their computer showed they had them in my area. I finally received it a few weeks later when another technician had to come back to install it. Now, today I receive my monthly bill and they had jacked up my Internet service way up. My previous bills clearly show that it's supposed to be $19.99 for 12 months. I called customer service for the 5th time. The rep. in another country was actually not authorized to lower my Internet bill down to the price I had agreed on. He said there was a "code" that they needed and didn't have it. To "fix" my problem, he lowered my cable bill by the amount and credited my account by the overcharge. He could not provide me with an explanation of how my bill went up to $42.57 from $19.99. This is unacceptable. Someone had the code to overcharge me, but now they don't have the correct code to fix it? I should never have had to call 888-GET-CHARTER several times with so many issues. The cable and Internet service has actually been good. |
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