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Holly's Comment on
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Main thread--Charter Billing Practices
State: CA Posted: 11/16/2008 Subject: Why I hate Charter Comment: Where or where do I begin? Moved to Charter controlled area about a year ago and noticed something was wrong the first time my bill arrived. After paying $150 during installation that I was told would go towards my bill, imagine my shock when my first bill, which should've been my bundle price of $99+ taxes minus the $150 I paid upfront, was almost $200!! When I called to inquire they gave me some story about paying in advance and I just let it go. Every bill after that was considerably more than I expected it to be. A few months in, I started having trouble paying my bills on time so I call Charter BEFORE MY PAYMENT WAS DUE to make arrangements. The rep said, "No problem, if u can't pay on the 28th when ur bill is due, u can pay it on the 15th of the following month." Imagine my surprise when, after my bill, I GET DISCONNECTED TWO DAYS LATER!! So I call customer service, the lady gives me some reason that doesn't make sense for my disconnection but she reconnects me anyway though she can't waive the disconnection fee. Five days later there's a man at my door demanding that I pay $138 immediately or he's going to cut my hardline. When I tell him what had already happened he said, "Yeah, you shouldn't ever talk to Charter's customer service reps because they don't know what they're talking about." Okaaay. So, I pay him the money believing that finally I'm all current but I guess I was only current for a day because the next day the collection calls start back but I just ignore them because after all, I'm paid in full right??? No, of course not. Two weeks later I'm disconnected again. Did I mention that my cable was ALWAYS out? I couldn't watch anything on the premium channels because they wouldn't work, I couldn't order movies on Demand (one night, it took us FOUR HOURS to watch The Departed because the movie kept freezing up!), and trying to get through an elimination on Project Runway would've been easier if I'd just drawn the images on the TV myself. Ladies and gentlemen, towards the end, I was making two payments a month to Charter and couldn't figure out why, no matter how much I paid, I was always behind. Finally, I gave up and switched to DirectTV and fell in love with their easy-to-understand payment system and friendly CS Reps. Sadly my friends, my story doesn't end there. After my lease ends, I move to an apartment where my walls face the wrong direction for DirectTV's signal and I'm forced back to Charter. This time, I pay $90 at installation (even though the promotion said installation was free), the tech, who was supposed to be at my home between 8am and noon, finally shows up at 1:30, and once again I'm back to TV that freezes up constantly and HD channels that go down more often than a hooker on a holiday weekend. My account is opened on OCT 15. On OCT 21, I get a bill for $121 that is due on OCT 29. I call customer service and while we're both speaking English, I can't seem to get her to understand that Oct 15 to the 29th is only 14 days and not 30. She can't make me understand why my bill, if it is indeed due in 14 days isn't prorated. I told her that I wouldn't pay it until Nov 15 and she said that was fine. So, on Nov 12 I get a bill, which includes the unpaid balance, for $266 due on Nov 24th. Again, no 30-day billing cycle in anyway that I understand 30 days to be. I call CS again. Why is my 2nd bill $25 larger than my first and how is it possible that if I pay the bill in full, my acct from Oct 15 to Nov 24 will have only been open 40 days but I will have paid Charter $356 ($90 for my "free" installation which was supposed to be put towards my bill, $121 for my first 14 days, and then $140 26 days later)???? The CS Rep gave me a reason that made no sense whatsoever and then, when I continued to press my point, she must've put the phone down because after that, I sat on the phone another 10 minutes saying, "Hello?" while other customer-service related talk bubbled in the background. I talked to a neighbor who said that for awhile, she was getting disconnected on a monthly basis from charter services even though she kept paying what they said was due. I thought this time would be different because in a small way I believed that it was my fault because I never should've paid late to begin with. I vowed that this time I would always pay my bill on time so they would never have to threaten me with disconnection. But then the first bill is due two weeks sooner and is almost double what I expect to be and WHAM! I'm back in the same place trying to figure out how this happened and how, IN 40 DAYS, I'VE HAD TO PAY $366 FOR A BILL THAT I WAS TOLD WOULD ONLY COST ME $120 A MONTH!!! SOMETHING ISN'T RIGHT, SOMETHING NEEDS TO BE DONE, CHARTER NEEDS TO BE INVESTIGATED!!!!!!!!! |
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