Company information:
Charter Communications
PO Box 9001933
Louisville, Kentucky
United States
Phone: 888-438-2427
www.charter.com
I moved to Cleveland Tennessee in August of 2007 and called Charter to install cable/telephone/high speed internet. Before I go on let me tell you that I have never had high speed internet before, I always had dial up. The guy came and hooked everything up and said have a nice day and left. I asked if they had a phone book and he said no, call your phone company and ask them for one. Within 30 minutes my computer crashed, gone, all of my photos and work. I called Charter up and they said the technician was supposed to have installed an anti virus protection. I told them that he didn't tell me about that, and the person on the phone said, well everybody knows you need to install that. Well I'm sorry, I am older, and I am computer illiterate, so how was I supposed to know that? So I told them to take it off my bill, because it was obvious I no longer had a computer. He said I had a credit of 12 dollars on my account. So then I receive Septembers bill and I am still being charged for internet and the installation fee. I talked to Eric, a supervisor, and he said he would take care of it. I then tried to get my money for getting my computer reprogrammed, of course my stuff is now lost forever. I spoke to a really nice person named Deone on 9/17/07 and she said they would credit my account for the installation fee and for the computer repair. Well September rolls along and now I am being charged 114.47 for the internet, which means I still haven't received my credit. And I talked to somebody in Oct, but I forgot to write their name down. Then on Nov. 6, I spoke to a Heather and a Debbie, both assuring me I will get these credits. On Jan 18, 2008, I spoke to a supervisor named Eric, who also assured me I will get these credits. Now it is March 2008, and I speak to a George, who was probably the rudest person I have ever talked to at Charter. He just flat out hangs the phone up on me. On 3/31/08 I spoke to Sarah, after I had been hung up by the previous two customer service workers. Sarah assures me I will get a credit for 100.00, and that it has been to long ago to give me the rest of the credits, so that is the best that she can do. She even went as far as to give me a confirmation number of AM12589, and said the credit would show up in 30 minutes. Well of course the credit never showed up, and I called and spoke to a Diana, and a Randi, in which neither one was able to answer my questions. So I spoke to a supervisor, Eric, once again, and he did absolutely nothing for me. So on April 2, 2008, I called and spoke to Roger, who was rude when I asked to speak to his superviso, and he informed me that they don't have supervisors, and when I told him everybody had a supervisor, even the President, he hung up on me. And then I talked to Melvin and Mary, and they were also rude. I finally got a hold of an Abby, she came back and said that the confirmation number I had didn't exist. She said the correct confirmation number was AM 512674, and that it would take 6 - 8 weeks to receive my credit. I then called the Corporate Communications office in St Louis, Mo 314-965-0555 and spoke to a Jody. I finally felt some relief, that somebody was willing to help me. By now I don't even care about the credit because almost a year has gone by. Now it is just the principal of the whole thing. Why should I go through this every month, and be told lies every month. Well, guess what, Jody said it has been so long ago, that there is nothing she can do about it. End of story.
