Customer care sucks. These hired sales representatives forget that they are thriving from our money. I was told that there will be no charge for changing the connection from one room to another and $110 is charged in my next bill. When I question them about this, they are rude and threaten to cancel the service if I dont pay. Not sure where to take this complaint. The supervisor was equally impolite and hung up on me.

As I went to pay my bills today I was surprised at the amount on my Charter bill. It said that I had paid the bill from last month but yet at the end of the adjustments section I was charged $94.44 just in adjustments. There was no reasoning for this.

I got in touch with Charter and they said that my payment from the month before had not been processed. But I was never informed of this and probably never would have been if I contacted them.

If I had known this originally when I had tried paying my bill the first time I could have taken care of it. Now, however, I have to pay double what I was expecting to pay.

In this tough economy this is not the way to do business. I am lucky that I should be able to afford to pay the full amount, not everyone is that lucky though.

Also, I work in customer service for a small company. I realize that Charter is not a small company but if I had a customer whose payment did not go through and I did not contact that customer to get paid right away I probably wouldn't have my job anymore. I was hesitant to get Charter because I knew they were going bankrupt, now I think I know why.

Too bad I can't give NO stars or negative stars. I cancelled my cable on 9/18/2009 because I got the new Verizon FIOS, which is great by the way. Brought the equipment down to their Irwindale location because I wanted to get rid of them once and for all. Got a receipt stamped all equipment returned and service cancelled. I had a remaining balance of $110.85 which I was told would take 6-8 Weeks. On 12/18/2009 (90 days later), I received a check for $38.38, I of course called and was transferred left and right, finally they said, you did not cancelled until October, I was furious and said I am looking at my receipt here. The lady on the phone said "well I can't see it so all I have to go by is what's in our system. You will have to go down to one of the offices and show them.
OKAY FINE, take 1/2 day off work to go and show the receipt, waited in line for 20 mins because all their customer service reps are incompetent. Everyone in line was disgusted on all long it took. Finally get to the counter, and speak with a Michelle. I told her my story and she gave me a hmmmm let me see, she begans to type and type and type. After about 12-15 mins, the lady next to her, probably the supervisor came over to help her...told her to do some stuff and she then told me that yes, there was some transfer of payment or billing in their system that's why the refund was messed up. Okay fine, Michelle says okay, you should get your check in 2-3 days. That was on 12/19/2009.
Today is 1/23/2010, I give them a call and speak with a Kita. She said oh, yeah, let me see...yes it shows that there was an order to process a refund check in the system but don't understand why, let me transfer you. I get transferred to a Jennifer who was the nicest and most professional person there. She takes another look, and says okay...let me process this refund. She types and types and types. Okay, you should get your check in 30 days...BUT it can take up to 6-8 weeks. WTF!!! So from 9/18/2009 to 1/23/2010 + 6-8 weeks ---3/23/2010
UP TO 6 MONTHS after cancelling to get my refund check?????? That's if I ever receive it!

I upgraded to 20Mpbs on 12/8/09 and was billed an additional $25 but never received 20Mbps speeds. After 18 calls to technical support, several hours of troubleshooting, a new router, and confirmation from LinkSys that the modem was capable of 42.88Mbps speeds, Charter refused to credit me the month of service - or lacktherof. Instead Dean, from Billing, transferred me to a number that kept ringing and I could not leave a voicemail - their idea of customer service. I filed a complaint with the FCC.

I have been with Charter for over 7 months. To this date my services don't work properly. The first 4 months we had a tec at are home at least once a week. He actually told me there was nothing else he could do and he was tired of coming to my house!!!
My Bill HA I signed up for the 69.99 plan, I asked if there were any up front fee's and was told NO that I got to use my service before I had to pay anything to make sure I was Happy with their service! WOW OMG a company that actually cared what the customer thought. I was amazed . Not as amazed as I was when I got my first bill 3day's after they installed my services! It was over $300.00!!! when I called I was told that there was all kinds of set up fee's connection fees and box fee's oh and tax fees that exceed 15.00 a month and that they bill a month in advanced and that mine was past due because the day it was installed was their billing date and I was scheduled to be turned off if I didn't pay immediately, !!! OMG are you kidding me I haven't had my services a week and 1month behind already. Not to mention there was all kinds of charges for services I didn't order, I asked them to remove it from my bill I was told that it would come off the next months bill which would be the 3rd bill mind you I havent had service a week. I was told that I had to pay the full amount to avoid interruption. In the mean time they came out and installed a new cable line across my yard, set an appointment to come back in a week to bury the line. They showed up 2 day's early diddnt inform they were here, disconnected my cable from the pole. My computer was updating the Windows updates you Know the one that's says DO NOT TURN OFF YOUR COMPUTER!!! When they were done my computer could not complete the updates at all tried over and over and it was not functioning properly! I called and complained I was told that they were not responsible for my computer, I called windows and they said I would have to restore it back to factory settings!!! I lost all my files because I couldnt even run the back up. My phone service to this day is broken up worse than a bad cell phone service I walk around my house saying can you hear me know. Im constantly knocked off line on my computer. They had my services set up to open so my computer was hacked hell they even told me that so once again i had to restore my computer . Any time I call Customer service which by now I cant even count I am passed around o 4 5 6 different departments and every one is in a different state!!! So they don't have a clue to what is going on. I was told by one Supervisor that my services would not be interrupted and I would not be billed for my services until they were working properly. There was an outage in my area at least once a week some times for a day or two. I would call to report it. I was told that I would not be billed for thoes day's of course I was, When I called I was told that I had to repot it to the billing department that Tec support does not offer credits Oh yeah by the time you are suppose to receive your credits off the net bill that's 2 months away they are not credited and when you call they tell you that they don't issue credits older than 30 day's !!! Guess what I still kept getting billed not only billed but my Bill was never near the 69.99 package I don''t think I have had a bill yet that was less than 200.00 MY service has been the worst I have ever had, customer support SUCK"S every call takes 1 or 2 hrs and they will tell you what ever they want just to get you off the phone when you tell them what you were told they say there are no notes!! They even told me that they just told me that to get me off the phone!!! HAHA and my BILL has never been current I have paid them over 1, 500.00 in 7 months and I am allway's behind never recieved anty credit's. Im at the point im not paying another dime. I will have to go with sattelite or something!! Im not sure though they reviews look just as bad. IS THERE ANY LEGITIMATE COMPANY'S LEFT