Charter Communications Complaint - Charter customer service was horrible
My experience with Charter started on the 1st of the month and was finished by the 9th. When we originally placed an order for service the salesman Nelson could not speak clear English. We understood one thing and received something totally different. He gave us a business card and told us to personally call him if we needed anything in regards to our service. So they set up our internet services with them on the 1st. We had a service interruption on the 1st as well. They stated they were doing "upgarades" in the area. So being a new customer and the area being a new service area for Charter I assumed that it would be a one time situation and I moved on. Four days later they came to install our cable services, they brought out the wrong equipment. This came from Nelson the salesman, he stated one thing on the work order agreement and we thought we were getting something different. I thought we were going to receive a dual TV DVR. He told us that Charter was able to provide this service. When the technician got to our home he stated that was not correct that Charter is unable to provide dual DVR's at this time but they equipment upgrade should come at some point within the calendar year. So the equipment was set up and the tech left. My husband was home for this install not me. When I got home and realized we did not have a dual DVR I called back to chater and they set up to come back to our home to set up a new DVR. They also did not set up the right cable channel package that I had order through the salesman Nelson. So again, another phone call to set up the correct cable package. On Tuesday the 9th I received a bill for 89.77, when I called to find out why I had a bill for service and I had only been a customer for 8 full days I was told that 44.78 was a previous balance. I was shocked seeing that I have NEVER been a Charter customer prior to the first of the month. I repeatedly told the agent on the phone that I had never had charter services and she could not figure out why I had a previous bill that dated from 2/24/10 when my service only began with them on 3/1/10. She refused to adjust the charges telling me to pay the bill and they would adjust charges the following month. I refused to do that. They also had my internet service priced incorrectly. It should have been 29.99 per month and they had my services at 44.99 per month. Once the representative had all this bill squared away I hung up and I called my old cable provider and them set my old service back up. At this point I just did not want to deal with Charter I realized this was probably going to be an ongoing headache with their service. So I called back on the 9th the same morning I had already called about my bill and I got the WORST customer service representative I have ever spoken to from any company I have ever done business with. She proceeded to tell me that I was receiving free services from for basic cable through my HOA, and that what more could I want from a rental property. I told her first off I am not in a rental property and I pay my HOA dues and the cost of our basic service is included in the fee schedule for my HOA dues so NO my service is not free of charge. I also informed her that my HOA dues were paid up through the year so technically Charter has already received prepayment for my basic service for one year.
She then proceeded to inform me of how she is a Dish Network customer and the differences in "better" service through charter. I told her that I just want my services canceled that was all. She began to overtalk me and her tone became very rude as if she were taking the cancellation personal. I asked to speak with another representative because he and I were obviously not seeing eye to eye and she refused and continued to try and "sell" me on the Charter bundled services. I continued to refuse and then the told me she was going to go over the cancellation of my services. I listened and she told me that she was not going to raise the price of my internet service package because I was not longer "bundled" my rates would increase. I have to have Charter as my internet provider because no one else services my area. Again, she was rude and I asked to speak with a new customer service representative or a supervisor and again I was refused. I had to ask her 6 times to speak with someone else. I had to raise my voice above hers and tell her to please stop speaking to me and get me someone else to speak with. Finally she placed me on hold for 10 minutes and when no one still came to the line I hung up and tried back again. This time I got someone who was in the next cubicle over from her and he said that he had heard parts of the conversation and he was surprised that I got him. He fixed the issues and canceled my service. I will never recommend or use their service again. When another internet provider becomes available to my area I will switch services. I have had 2 service interruption in 8 days for "upgrades". I don't know how this company is still in business. Beware if you use them.