Charter has failed to refund billed amount (482.08$) which was billed post disconnection. I was a Charter Communications customer for Cable TV + Internet from Sep 07 - Oct 08 in Monona, WI. I had called Charter to disconnect Cable 1st week of Oct 08 and also asked them to disconnect Internet end of the month of Oct 08 and I was verbally confirmed the request was under effect. I again called on 31 Oct 08 to confirm the disconnection and to ask about the equipment return center's address and hours. I was unable to return the equipment and had to leave the City and State as I was shifting to Chicago. I had not noticed until August 09 that I was charged by Charter until March 09 for varying amounts in the tune of 482.08$ post disconnection. I called Charter customer care number and got the rep Mike Cruz who looked at the account and advised me that a probable error in the billing might have happened and told me he'd put in a case of escalation. I should hear back about the refund in 6-8 weeks. I called 6 weeks later to reach another rep who said the request was still under way. In Oct 09, I was advised by a different rep that the escalation had not happened and she would put in a fresh request again. I was stalled for 6-8 weeks again and told earlier in the year that I should return the equipment first to facilitate any of the refunds. I was also asked to submit my bank records to the same facility which depicted the over-payment post disconnection. I finally managed to go to Madison, WI back and returned the equipment in April 10. I faxed the copies of the bank statements to the facility in Madison, WI later the same week. There is no phone numnber to the facility and the Charter reps kept on saying they couldn't reach the Madison office themselves! I received a check for 99$ for the returned equipment in May. I again called the Charter call center about the over payments and all the reps kept on telling that since it was a new year (2010) they could not verify anything about the last year!! I tried 5-6 times to convince someone and also spoke to Managers who ended the call saying there was absolutely nothing they could do. I was completely helpless with no information on how to proceed. Finally I was able to search internet for similar cases and write about my experiences in a couple of sites where in I was contacted by the 'UMatter2Charter' team via email asking me for my info to start the case again. I exhanged emails with 3 guys George, Robert Little and WItten Henderson. The latter finally replied after a month or 2 saying he wasnt able top dig up the account and referred me to this 'Customer Care Advocacy Team' on theirs housed in Town and Country, MO. They tried to call me and weren't able to (?) and sent me a mail to my address saying so. It has been a couple of months I have been trying to advance the case in their books (the person assigned to my case is Kim). I have provided all the relevent documents upon their request (usually its a week or more of delay before they respond and usually never call me with any updates). I am utterly exhausted and frustrated with the quality of service I have been receiving from Charter; Its been more than 2 years since my disconnection with Charter and more than a year for me trying to get a refund from them.

I'm not even a customer of Charter! They are the "free cable" through my townhomes. My cable has been out for over a week. Apparently to "fix it" meant to destroy my existing internet connection with Verizon Fios. Literally jacked everything up. Oh, and I still don't have cable. That's it. It's like they just came in here and vandalized my home. DO NOT EVER USE THEM! I'm just flabbergasted that this is the half@ssed job that is appropriate for them to do. I would be fired for being so stupid.

I have been a long time charter customer, basically because I have no alternative options. I have always paid my bill but in rough times, you try to cut corners on monthly expenses. Charter had all of a sudden increased my bill because a promotion period expired. So immediately I had to start looking at what my options were. I consulted with a sales person a time or two to check in on what they can do to lower my bill or remove services. The removal of services would cost me more, but they offered me a bundle that would maintain my previous rate, which was better than the extreme increase that I was dealing with.

All of these conversations were on the phone and through the instant chat option they have. I explained that I did not need a phone, but if there was an incentive and a rate guarantee for 24 months, I would move forward with purchasing of the bundle in return for a $400 gift card for a promotion they were offering. There was a whole discussion around the gift card and questions around what I needed to do to achieve that gift card. I was told that it would take 4-6 weeks for my gift card to come in the mail... so installation of the phone service was done and paid, 4-6 weeks later I start following up with Charter, and thirty conversations and five (5) months later via online chat and phone, I STILL HAVE NO GIFT CARD!!! Additionally, on my bill I was charged 20-30 dollars extra each month for fees and taxes for the phone alone, which I didnt even want, and I was not disclosed the amount of the taxes when they sold me the service.

As a single parent, I actually justified my continuance of service knowing that I couldnt lower my service offerings for any better rate, and I could use the gift card to help offset the purchase, I was counting on this gift card. Like I said, I have contacted Charter probably thirty times asking about the gift card, where was it, what if anything I needed to do, and I was continually told to wait it out...just keep waiting they said.

Finally at this point 5 months later, Im livid. I have no resolution -- I have escalated the issue three times with the promise that "its in the mail!" or "the forms are in the process now" and "call this number to follow up with the claim number xyz". I have done everything they asked, and I wait, follow up, wait some more, follow up again.

Five months later, with no call or follow up from Charter, I am now being told that I am not eligible for the incentive card. WHY???? Because I talked to an agent. I DIDNT ORDER ONLINE, I USED AN AGENT! I explained that I had conversations via online chat and telephone to understand completely the service offerings and to understand what my options were. If I didnt know what services to order or what specials they had, how would I have known about the incentive. THE CUSTOMER SERVICE SALES PERSON SOLD ME A BUNDLE, WITH THE FACT THAT I WILL RECEIVE AN INCENTIVE GIFT CARD.

They refuse to escalate any further and referred me to call Corporate office. I told them that I had an entire converastion about the incentive and in the five months of continuous calling, I was NEVER told that there was an issue.


Ill be paying a visit to corporate office this week. This is unresolved and they say they cant do anything about it. I say its false advertising and poor customer service and management.

Charter Communications---end service because move to an area they do NOT serve, they still call twice daily, even on weekends to offer further services!

eric
while you were away, i hope you were enjoying your tv, cable and phone services and if you were they probably weren't through charter!
i've been home for 6 days and nights w/o TV service whatsoever
bottom line: 4/13--4/18 absolutely no TV service at all (18th is the soonest your stooge, witten says you can come out to take a look see when it's been reported to him by me since the 13th!)
your, stooge, Witten Henderson who is totally incompetent
makes excuses in cover his ass emails as to why I still don't have any service
is it acceptable under any conditions to be w/o service for six days and nights while cry baby witten is asleep at the wheel?
i've been reporting this to him since 4/13 and the soonest he can get someone here is on the 18th! this is a special unit? are you kidding me? Umatter2charter is a crock! trust me, I don't feel like I matter at all. I feel screwed over and drained from an ordeal that has been going on since I signed up with you a little over a month ago. It's been a full time job dealing with you while the rest of my life is on HOLD and everything is PILING UP! Why? because charter communications is the equivalent of fred flintstones yabba dabba doo mobile! it's like doing business with the mob.
I cannot and will not dedicate my life, time and energy to your incompetency if you review my entire file sine the day of inception you will see in black and white that i've been screwed over by charter since day 1. No wonder you don't even rank in the top 10 in consumer reports telecommunications listings...sustandard #25 and rapidly sinking!
it doesn't feel good
and it's not getting any better!
the only person thus far who is worth their salt on your supposed specialized team @ umatter2charter is Abby! Atleast she gets them out and to your door
not like this incompetent rookie who gives substandard service
bottom line 4/13--4/18 and who knows if you'll fix it, YOU CERTAINLY HAVEN'T So FAR!!!
i've had it
and i just don't have it in me to continue with such a substandard service
I'll be lining up someone else for the TV as soon as i recover from this catastrophe which began the day we signed up with Charter 1 or 2 mos ago! I'm drained.
shame shame on you
and please don't tell me how sorry you are or that I matter
Actions speak much louder than your meaningless lip service
F-