Billing error and customer disservice

Posted Sun September 28, 2008 9:46 pm, by erik r. written to Charter Communications

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Due to persistent problems with our cable internet service this summer, we called to cancel our service. This apparently got someone's attention, because we were eventually offered an upgrade to 10 megabit service bundled with our preexisting VOIP service for $56/month, which was a nice step-down from what we were paying previously for 5 megabit/VOIP.

Since then, however, I have grown increasingly inclined to think that we were on the right track when we made that call, and should have stuck to our guns: the bill that we received earlier this month reflected not the promised $56 price, but rather an amount over $100/month.

On two separate occasions, we have called to discuss this error with a Charter representative and have on both occasions explained the situation and then been parked on hold for over 15 minutes with no indication as to when, or whether, the representative might be returning to our call.

Thanks to this dysfunctional customer service, we were unable to resolve this mistake; consequently, on 23 September, as the bill promised, the full, erroneous amount was paid.

I desire satisfaction in the form of a full refund of the entire amount of our September bill, and would like a written explanation from someone in a supervisory position as to how this situation arose. For obvious reasons, I will also require written confirmation of the $56 package price we were quoted over the phone.

I cannot imagine that this is the way that Charter Communications desires to treat its customers, let alone those of long standing--consequently, I expect that this will promptly be set right. Failing that, we will be compelled to terminate our relationship with Charter.

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Re: Billing error and customer disservice by Megmat Posted Tue September 30, 2008 @ 7:50 PM I, as well, have had similar issues with Charter. As I sit right now, I am having to pay over $200/per month, not even close to the amount of $99.98 promised over the phone. When I called to try to resolve this issue, I was placed on hold for over 20 minutes, the call dropped (not from my end), I called back, sat on hold for another 15 minutes, then was told that the offer was not valid because there is no way they would have offered it to my area and it was probably an "outside sales rep"...isn't that nice. I never did get it resolved and now I am working with my city officials to get Verizon FIOS offered in my area (it's already 2 miles north and 2 miles south of me, but that's a different story with Centurytel Inc.) Reply