The complaint has been investigated and
resolved to the customer's satisfactionResolved Charter communications — numerous problems with charter communications
resolved to the customer's satisfaction
Let me start off by saying thank you for taking the time to read this. Please bare with me. I hope that someone is sincerely reading this and will respond promptly and correctly. I have numerous problems with your company. I would like to have these problems addressed quickly and appropriately. If not then I will have no choice but to disconnect your services and never return to you as a customer again. I found a website on the internet that voiced numerous complaints about your services. It seems I am not alone in my concerns. It is very discouraging to read these complaints and see all the similarity with my complaints. It is also discouraging to read the complaints about you not responding to your customer's complaints.
We live in Cape Girardeau, Missouri. We have had problem after problem with your services. Whenever we call to change our services with you, usually to add additional services there is much confusion over the telephone. 1st of all, I find it ridiculous that I cannot call my local office in Cape. Whenever I need help, I cannot call them, they will not give out the number. I must go there to get help and thank god for the woman that works there that I always talk to, because she is one of the only people in your company that has any sense. She is always polite and helpful. When I call your 800 numbers you have to fight through your automated menu for several minutes. Luckily I call it enough that I have figured out shortcuts to say to push me through the menu faster and get to talk to a real person. Now, when you do get to a real person, some of the people I speak with lack the ability to speak with your customers correctly. I have spoken with some rude people. I have also spoken with some very polite people. Whether rude or polite, the general problem is that most every time I speak to them, my services get all messed up. My billing is always incorrect and destroyed and I have to go into the Cape office to get it corrected, it is too hard to explain over the phone to your representatives. I am constantly overcharged for my services. Every time I call to complain, you try to add something to my service which is nice, but I have everything. I have your Phone, Internet and Cable. All of which are messed up. Whenever I call into you, I am always told by the representatives that my account is wrong and they put me on hold. Every person I talk to is different and none of them know or understand what the person I last spoke with has done. They always tell me they are making notes to my account. Why is it that the next representative does not read the notes? Are they not making notes at all and telling me they are?
When they add things on my account for me, because you have made an obvious mistake and add these services to be nice, the next time I call they are taken away. For example, I have been given some of the HD channels, but then some were taken away. Your HD channels are not working on my HD Mitsubishi 73' television. These channels do not come in correctly and have sound issues with them. All I hear is fuzz and the sound is ridiculous. There are numerous problems with the lower channels also. I have complained about this, and I am told that it is not my cable services but my T.V. The local place that I bought the T.V. from assures me that it is not the T.V., but it is the cable service. They asked me if I had a DVD player hooked up and to test it and if the sound is not heard though the T.V., then it is not the T.V. I did try it and the sound quality was perfect and loud as it should be. With regular T.V. you have to turn the volume up loud to hear anything and when you do it has that background noise in it. At our old house we were told it was a wattage overload out of the outlet that was causing the feedback noise and that we needed an electrician. We just so happened to have an electrician in the family and he came and checked all of our outlets and they were just fine, it was his determination that it was your service and not the electricity. I find it highly coincidental that at two separate houses the sound from your cable is doing the exact same thing, but is continuously blamed by your techs on my T.V.
Your cable boxes are another story. I originally only had one Digital cable box. I never had one problem with your cable service when that was all I had. I had Tivo on another T.V. but it was a deficient product over time because it would not work in conjunction with your digital cable, only with expanded basic cable. They then took away our local phone number and since you now provided DVR service I canceled the Tivo, and went with your DVR. The 1st DVR I received was a MOXI, and I was told I would have to wait for a MOXI Mate to go upstairs. I was told they did not have one to give me. Before they could even get me a MOXI Mate, the MOXI broke and had to be replaced. I then finally got one MOXI Mate, which did not work. I then told them forget it and to get me 2 of the newer Motorola DVR boxes that have the larger hard drives. For once, after several weeks, Charter came through for me and got me the equipment. I was grateful, but the tech warned me that I would not like the newer DVR. He was right. I could not stand them. They are not user friendly and boring and hard to navigate. The MOXI series was much more user friendly and fun. One of the newer DVR didn't even work correctly and even after numerous attempts from your techs to repair the problem I finally just asked for a MOXI back and 2 MOXI mates. I was told it probably wouldn't happen because you all were phasing out the MOXI's due to problems with them that you were already aware of such as constant rebooting and overheating. I said I didn't care and I wanted to give you my digital cable box and the Motorola DVR back and get the MOXI back and 2 MOXI Mates. Again I was told it probably wouldn't happen due to not having the available equipment. I was told the same thing about getting the Motorola DVR, that it probably wouldn't happen due to equipment availability.
To date, I now have 3 different cable boxes, that are all 3 different. I now have one MOXI, one Motorola, and one of the old style regular cable boxes that is not a DVR. This makes things even more confusing. Call me crazy but you provide cable service, why is it that I am constantly told that you can't get the equipment that your company has. That is not living up to your responsibilities. I am fairly sure that if I were to drop your services, and go with another provider, I could have all the receivers I wanted and there would not be near the issues I am having with your equipment.
We recently moved and the problems persisted. It was a new home and the cable line was not buried in the ground in time and a temporary line was stretched out across the yard to the house so that we would have service. Weeks went by and no one ever came to burry the line. Again I called and complained and I was told we were waiting on dig right to come and mark the utilities. Finally one week day I happened to be home and without calling ahead a sub-contractor pulled up outside my house and began to poke around in the yard. I went out and spoke with him and he decided that he was not going to do any digging without the utilities being marked 1st and he left. Before leaving I showed him were the builder of the house had buried a pipe under the driveway so that they would not have to drag the line under the driveway. Weeks went by and the utilities were not marked and the line was not buried. One day I came home from work and the utilities had been marked and the line was finally buried. The problem was that it was not buried correctly. Instead of using the pipe under the driveway to put the line through, they took the line to my garage door and simply placed the line around the garage door, poking it behind the vinyl siding to hide it, some spots it sticking out where it was clearly visible. Not done correctly, but not a big deal I don't want the yard torn up again, still I was not contacted about them finally coming and it was not done right.
I have your internet service also. I pay for 3meg. To make amends when I call I was given 5meg. Now when I have called back and I am told my account is wrong, the representative takes the 5meg away since I was not paying for it. Again not reading the notes?
I was duped into your phone service with an awesome deal at the time. I was offered Charter Phone for $14.95 a month for a year, and then $24.95 a month after that. That sold me in a second, that price killed your competitors. I cancelled AT&T and switched to you immediately.
To date not one bill since I added your services has been even close to correct. I am always overcharged for my services. The phone bill has been disastrous. Never am I charged the $14.95. It's usually in the realm of $40 to $50. Why would I switch my phone service to you for the same price I was paying? I switched to you because of the ridiculously low price you offered me. I am constantly overcharged for my services, sometime as much as $100.00!!!! The wonderful lady that helps me in the Cape store said she has never seen an account as messed up as mine has been. When we moved I received 3 bills for the same time frame. One for $150.00 that I went on ahead and paid. Then I received another bill for the same timed period that said my bill was $0.00. I thought that strange. I then received another bill for the same period for $180.00. I then headed to the Cape store with the $180.00 bill to show it to them. The woman at the Cape store as usual rectified everything for me even refunding me some money on my account. I expect this next month for things to be incorrect again and I will once again have to go down to the Cape store. I now know why they will not give out the phone number to that store. They would be overrun with phone calls.
I am mailing this letter to the Saint Louis office and the Cape Girardeau Office in the hopes that someone will read this and hopefully do something to help me and the countless others that are having the difficulties. Thank you for your time in reading this.