Charter Communications Complaint - Billed for services I did not agree to
After my internet service stopped working, I called Charter. The agent assured me that my modem was the source of the problem, and nothing was wrong on Charter’s end. So I bought a new modem, and I still had no internet service. I called Charter a second time, and they stated that they would send a technician to my home to troubleshoot the problem. I specifically asked if there would be any monetary cost to me to send the technician to my home, and the agent on the phone assured me there would not be any cost to me.
The technician arrived and determined that nothing was wrong with my modem. He found the cause of the problem to be the port my line connected to on the telephone pole, and switched the line to a functioning port. In the process of troubleshooting the problem, the technician had replaced my modem with a modem he brought with him (I don’t know why). Even though he determined that my modem was working properly, he insisted that I keep the new Charter modem. I clearly explained that I do not rent a modem from Charter, in case that was the impression he was under. He said that was fine, and I could just keep the Charter modem for free. Uh, ok, sure. My internet service restored, the technician left. Awhile later I realized that he had taken my old modem with him. I didn’t think much of it, as I had a working modem and functioning internet service.
My bill arrived, and I’m now being charged for a monthly modem rental. I’m also now being charged for monthly wire maintenance charges for my internet and TV services. I called Charter, and the agent explained the wire maintenance was an agreement I signed up for. I never signed up for anything of the sort, and challenge the agent to produce the contract where I signed up for wire maintenance. The agent could not, and stated that I would be charged an additional fee to be removed from the wire maintenance program. So now I’m being charged to be removed from a service that I never signed up for in the first place. In addition, I’m being charged wire maintenance for Charter TV, even though I have never had TV service through Charter.
Regarding my modem, the agent stated that I would have to pay the rental fees I had already incurred. Again I challenged the agent to produce any evidence of an agreement on my part. I also asked for my old modem back. They opened a ticket several days ago to locate and return my old modem. I called today to follow-up, and there has been no update to the ticket since it was opened, and when I asked the agent what the next steps were, we were disconnected.
Now I find myself without my perfectly good modem that Charter took, being charged for several services that I never agreed to (wire maintenance, modem rental), being charged to remove the services that I never agreed to (wire maintenance), and being charged for services that I don’t even have (Charter TV).
I’m not one to get mad at people on the phone (they’re just doing their jobs), and I’ve been patient with Charter, but I’m left in a state of complete disappointment. I’m seriously contemplating cancelling my service.