Charter Cable Complaint - Deceptive Billing Practices
When I signed up for Charter services back in March of this year, I was told by a sales representative that my installation fee would be waived and my bill, INCLUDING, taxes would come to $150 a month. I was fine with that.
It turned out to be an issue with the apartment I was supposed to move into and the rental office let me move into a different apartment. I call Charter and inform them of this before two days before the tech was scheduled to come for the installation.
The process was flawless.
So, I'm enjoying my new Charter services quite fine until I get the bill which is over $400!!! That's a huge jump from $150 that I was told my service would come to.
So I call Charter. Not only do I not receive a bill from Charter until the 28th, when I open the bill it states that I have a past due amount! So I'm at a complete lost wondering how I incur a past due amount on my very FIRST bill from Charter???
My services were installed April 2nd or 3rd... but apparently my billing due date turned out to be the 10th of the month but of course I didn't receive a bill until the 28th of the month, so how was I supposed to know?
Anyway, that's neither here nor there.
I promptly call Charter only to be told that they bill a month in advance and that my I'm late on the payment. Let's keep in mind I haven't even had the service for a full month yet.
So I asked the woman, why wasn't I told upfront that I would be billed a month in advance? Also, my bill is supposed to be $150, so billing a month in advance shouldn't make the bill come to be over $400. Well, apparently I was charged $49.95 twice for tech having to come out and install new service; one charge for internet and cable and another charge for phone service.
Ok. Now I am upset because I was told the installation would be free. And no, people, I don't have that in writing because it was done over the phone and a verbal agreement had been made which is just as valid as a written agreement - granted harder to prove but in a court of law still can be proven since all their calls are recorded.
But anyway.... so I argue with the Charter representative After some quick calculations, there's nearly $60 in charges that is unaccounted for. And no, that $60 is not from the taxes.
Anyway, regardless of my bill being over $400.... a $100 credit was supposed to have been applied to my account from a deposit I had made. So technically that should drop down the amount owed to being around $300.
I eventually ended getting a representative who actually knew what she was doing and she goes in and fixes everything for me. My second bill is like $80 something after all the credits and what not the very nice lady added for me.
Third bill.... right back at $400.....
So I call to cancel my service because I refuse to pay $400 for service. So I get another representative who offers my credits and promises to give me a $24 month guarantee under a contract, stating that Charter can't and won't change my bill under the contract no matter what.
He says pay $400... the next bill will be lower... and then it will level off. Mmmhmm... like I really have $400 to throw away.
Anyway, I decide to remove services to see if that would lower my bill. I was told I could sign up for free 30 day trial to their Epix movie channel and cancel anytime if I was not satisfied. Ok. Fine. I tried it. Found that they showed mostly really old movies. After about two weeks, I cancelled only to be told that my "free" trial would be pro-rated on my next bill.
Apparently, this is seems like a common practice for Charter as I have spoken with many other Charter customers who have complaints about the bill. An acquaintance of mine that I ran into said she canceled Charter service because she too was sent a bill for $400 and all she had was internet service. My co-workers who have Charter all have similar stories.
Apparently, for people on bundled packages, it seems like many of them never get a bill for lower than $200.
I will admit all Charter services work great and they're really good at getting technical issues resolved quickly but their billing practices leave something to be desired.
In my opinion, if Charter wasn't screwing me over with the bill, I would have nothing but a glorified review of the company. The only reason I went with Charter in the first place is because I had cable at my old address from a different company called Bright House and I never, NEVER, had any problems with them. The bill with Bright House fluctuated at times but never that dramatically where I felt I needed to call customer service to get an understanding of how and why it happened.
Unfortunately, where I moved to, Bright House doesn't service the area. Charter does and its been a complete nightmare with the billing. I'm on a budget and by Charter not honoring what they said my bill would be really puts a strain on me financially.
Honestly, I would have been ok with Charter billing me a month in advance if they had been upfront about that from the beginning so I could have prepared to pay the bill. But I will definitely be cancelling my service, leaving my only other option for service being AT&T. And heaven knows I hate DSL but I really can't afford Charter service.
This is just a warning for anyone considering Charter Cable. Be prepared for your first bill to ridiculously higher than whatever you may have been be quoted and expect no help or sympathy from the billing representatives.