Charter Communications - Charter Complaint
Charter Internet - Complaint
FOND DU LAC, WISCONSIN -- I initially called on July 10th to move my service from one city to another. I didn't need phone service, so wanted just Internet service. I was paying about $40 for both services.
I was then told that I would be paying $49 for just Internet in the new city. This did not make sense to me and I asked if I could just move my current deal and this also was not an option. I told Charter I sure didn't understand why I'd pay more for less. Perhaps I should just cancel and have my Wife register the new address as a new customer. I then told them to cancel the relocation as I had some research to do.
I called back on July 20th to cancel my account. The Charter representative on that day told me that I COULD move my account to Internet only and get the $29.99/month deal for 12 months as my move would be considered a new account since the address was changing. I asked her to make sure since that differed from what I can been told. She assured me this was the case. I then told her to go ahead.
My first bill arrived and it was for $49. Called Charter and they said sorry- that's the deal. The second representative was wrong. After trying to get them to understand that they had created this situation with a mis-representation - they refused to budge. They said I was free to cancel and have my wife call to start a new one. I told them to cancel the account.
My wife called and they said she was "authorized" on the old account which she certainly never was and they refused to open a new account. Supervisor also refused to help or honor what we were told on the 20th.
I again called to try to understand why were are now blacklisted. The representative I talked to this time said I had "leveraged" my account to try to get a better deal. Calling around until I got a representative to say what I wanted. I explained that I had only called once on the 10th initially and then once on the 20th. The representative said we had lost the ability to transfer our old service package deal when they processed the cancellation.
So I then verified that I COULD have transferred my bundled voice and Internet service to the new city for the original $40/month? He then got very non-committal and said he couldn't deal in "IFs" or suppositions. He was very uncomfortable as I pressed him about this point.
Charter is in my opinion operating as a bait and switch for these types of moves. Essentially they told me something when I called to actually cancel to keep me as a customer and stop me from going to their competitor. They then processed it as Internet only to the higher monthly rate. In the process they destroyed my ability to transfer my existing deal. Now they have "no way" to restore anything.
I am a Chief Information Officer. I know for a fact that for any "system", anything is possible if the company wished to honor the deals that had been communicated by their representatives.
Charter created this situation and now they refuse to correct it or even give me the deal I actually WAS eligible for before they pulled the bait and switch. Unfortunately they are losing a good customer.
In the words of Clark Howard, "Customer no-service" unfortunately.