Charter Communications / terrible experience
I moved to Chicopee MA in April of 2007. I signed up for Charter Cable and immediately began to have problems. The billing amount was slightly different than what they told me but it was a small enough amount where it wasn't worth the time to report it. I let it slide. I paid my bill online via a method that did not require a username or password.
For months, my bill was paid without error. During a system upgrade, the option to pay without establishing a username and a password was removed. I attempted to establish a username and password but due to system difficulties, I could not. I began paying my phone utilizing their automated system. This is where the real trouble began.
Prior to a summer cruise, I paid my bill. A short time after arriving back, I received a late notice. I knew that I had paid in full, so I pulled my credit card statement up and phoned Charter. On my statement I was able to read back the account number that had been paid. I read that to the Charter agent who determined that somehow my phone lines were switched with someone who lived on the same street.
I was told the matter would be resolved without any further information needed from me. Later in the evening, I received a phone call from a supervisor demanding that I send my credit card statement via fax showing that I had paid the bill. I have previously worked in the Fraud Division of a Financial Institution and felt that fax was not a secure method to send any personal information through. I refused.
After some arguing, I agreed to take a trip to the local Charter Office and show my credit card statement to an individual woman. I did and the matter was resolved until the following month where the same thing happened once again. Again, I took the trip to my local Charter Office. I then phoned the 1 800 number and asked to be established online.
After speaking with three different individuals I was told they were unable to establish me online but did not know why. I had the account number and passcode correct but their online banking would not register me. I was frustrated but attempted not to take my anger out on the agents and instead let it go to the following month where once again, my funds were attributed to another account. During this time-frame, I had spoken to supervisors and managers in vain.
I had made every logical attempt to resolve this matter kindly. Still, because they kept attributing payments improperly, I was receiving late notices and threats to discontinue service in the mail. I pay my bills on time. I dislike threats and little yellow warnings. It just didn't stop. After dealing with the same situation yet again, I demanded being established online. The agent I spoke with had the audacity to state that I needed to go through Charter for my internet to establish a username and password to pay my cable bill online.
I knew from previous phone conversations that this was untrue so I asked to speak with his supervisor and was hung up on. I still didn't want to go haywire so I let it go until my bill was due yet again. I phoned in and asked them to take my payment over the phone with a live-agent. They would but for a $15.00 fee. I understand that $15.00 isn't much, but the principle really bothered me.
I couldn't rationalize paying them to take my money. It seemed unethical. I declined their offer and went online. Finally, a chat representative was able to establish a username and password for me. I was happy and relieved. Immediately following, my digital cable began freezing more than usual. I became dissatisfied with the quality and frankly I was still rather upset about the whole payment fiasco. I decided to cancel.
In October of this year, I brought my cable box to the local Charter location. I paid my bill in full. I received a receipt which I still have showing that my balance was zero. Sure enough, I received a late notice. I phoned Charter and informed them that I had proof I was paid in full. I faxed a copy down to their 1 800 number. They stated the case was open.
Due to the dishonest approach of the company, I filed a complaint with the BBB. I dislike this approach but found it necessary. Sure enough, they have emailed the BBB stating that they conducted their own investigation and concluded I still owe them over a hundred dollars.
This is ludicrous. I owe them nothing. I have documentation from them upon returning my cable box that I owe them nothing. I've provided this to them. It's as though they are hoping they can aggravate me enough where I will just pay them off. I've let them slide on so much. They've added programming without my go ahead. They've overcharged me. They've made promises of free items and never delivered.
I've never endured so many issues with one company. I don't believe it is a conspiracy but I also don't believe this is an isolated coincidence. I believe the company is acting in a purposefully deceitful manner to ensure that they make the most money possible from each customer. I feel cheated. It isn't the money. Part of me says, pay them to get them off of my back...but the other part of me is just DONE. I've done everything right by this company and I've received nothing but headaches in return.
It seems that there are enough decent people out there who have endured the same sort of behavior I have. If you are interested in a Class Action Lawsuit, I believe we have a case. I have all of my documentation and can back up everything I've said here.
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