Charter Communications Complaint - Service And Billing - Billing And Service
ST. LOUIS, MISSOURI -- A letter sent to Charter Communication
I don't think that this really reaches the CEO of Charter but here goes.
I am totally disgusted with my cable service and especially how I have been screwed from day one. Sorry for using the word screwed but there is no better word for it. My story begins.
I have been using Charter for many years. I've been told on many occasions not to switch to Charter as those around me suggested that they all had a lousy experience joining Charter. I never had any major problems with my service, so I figured why not. After a year of deliberation I decided to go full till, all three services (telephone, cable and internet).
I logged online at charter.com and signed up to get my $150 gift certificate. I selected the $99 but the online service would not accept my address as being a valid address. I was already a charter customer with basic extended service so why was my address coming back as in-valid. I called into Charter to report my sign up issues at charter.com. I was told that I could be help in person to complete my order.
I ordered the $99 service plus an additional $5 for the DVR recorder. After all of the added features and fees to get my 3 services going I thought my bill before taxes was $105 plus taxes. I asked over and over for clarification as I wanted to be 100% clear and have no confusion in what my monthly will would be.
Our installation was scheduled between 12 pm and 4:30 pm. At 6:30 pm with no notice the tech finally arrives. When the Charter installation came, they forgot the HD DVR that I was talked into ordering. The tech had no batteries for the remote and no pamphlets on the internet, phone or cable services. He did not even have a ac power cable for the cable modem so he just reused my old SBC DSL power cord. It was a joke. The tech seemed nice but he had brought nothing with him. I was told another tech would have to come out to replace the cable box. Three days later, I had to take of work again but I thought everything was final.
On Oct 28 I received a bill to my credit card for $169.42. Wow, but this included the cable and internet fees and installation charges. For 3 services the charges seemed to add up.
Two plus weeks later I called in because I had a few concerns 1) was my bill correct, 2) do I have HD channels as mine seemed very blurry, 3) when do I get my $150 gift certificate?
1) First, my bill was only for 2 of my 3 services. The telephone bill had not been added yet
2) They reset my HD box from the office. - (Still today the image on all my HD channels is blurry. Just compare my Cable HD to my areal HD Antenna. My aerial HD antenna's picture is way clearer the the HD picture provided by Charter. My HD cable picture is terrible. To get a tech to come look at the picture will cost me $$$. Si I am stuck with a lousy picture)
3) I was not entitled to the $150 gift certificate because I ordered by phone. - (I was never told that by ordering by phone I would not get my gift certificate. I would not have ordered the 3 pack of services. To make up for the deception of not getting my $150 gift certificate, the Charter representative gave me a $10 bundle package for 1 year free.)
Today I saw my auto bill for another charge on 11/28 for $297. You have to be kidding me. There must be a mistake. I already paid $169 on 10/28. Over $450 to change to Charter's 3-bundle. I must be crazy, something must be wrong.
I called into 1-888-charter today (11/30/08) and was told my bill was correct. How could my telephone bill be $297? I already paid for all the installation and fees for my cable and internet. This is outrageous. The first Charter representative I talked with had no clue how to explain why I had a $297 charge. The second representative (manager, Nicki spoke so quietly I could barely understand her. From her I learned that the free $10 service I was given when I called into ask about my gift card was not free at all. After that nothing ids clear. Nicki removed my $10 "free" service and my $105 service is now $139.
How $139 goes into $450 there is no answer
How I paid $169 for cable and internet and I still owe $297 for telephone is a mystery to me?
Why I did not get my $150 gift certificate? When they knew I could not order online?
Why was I given free $10 upgrade to only have to pay for it?
I really thought Charter was wanting to become a first class company. C'mon. $50 plus to change to $104 service. This disgusts me. I have been a long term satisfied customer. To play games like this is very sad.
I hope you will respond in kind and explain to me my situation clearly. Otherwise you can keep your services