Rude Employee

Posted Mon February 25, 2008 12:00 pm, by Richard S. written to Charter Communications

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I called customer service in December when I received my monthly billing because the charge for internet service was no longer a separate line item, but rather billed as part of a lump sum with my cable tv service. This created a problem for me as I work from home and am reimbursed by my employer for internet service.

The person I spoke with told me the would complete a request to have the billing itemized. I got my next statement and nothing had happened. I called again in January after getting my statement and was told the same thing again - a request would be put in and my next statement would be itemized.

After both of these calls I emailed my employer and said the bill would be itemized, according to Charter, on the forthcoming statement, and asked that they simply accept my word that the service was 49.99/month.

I got my most recent bill and, again, the internet charges were not itemized.

I'd like to stop here for a moment and note that I've had a maddening history of dealing with Charter Communications customer service department in the past. A good chunk of the problem is that I'm told something is going to happen that ultimately does not. In other words, it seems that Charter customer service reps will tell you whatever it takes to get you off the phone. Back in '05 I had situation that is too lengthy to detail here, but the final result was Charter gave me a $100 credit after acknowledging that I'd been put through an amazing amount of grief.

So, back to current times...

I called customer service on 2/22 at roughly 3:45pm and spoke with a lady. I told her that that the prior two months I'd been told my bill was going to be itemized and never was. She put me on hold momentarily and came back and said that the company cannot do this on my billing. Needless to say, I was bewildered by this information as I find it amazing that a company sees no point in disclosing to a customer what they're paying for a particular service.

In the past I've had much better success in getting things done when I've asked to speak to a manager. Chen put me on hold and a manager named Kim came on the phone around 4pm. She confirmed the strange company policy Chen had told me about before - that the company does not itemize these expenses and will not be able to help me with my request. However, according to Kim, I can go to my local Charter office and make some arrangement to get my bill itemized. I asked who I would call, and she said I had to go into the office personally.

Again, I am bewildered by Charter Communications anti-customer policy of refusing to itemize a service on a billing per a customer request. I would also note again that I HAVE to have this charge itemized to gain reimbursement from my employer.

So I argued this point with Kim and noted that it seemed incredible to me that I had to go to so much trouble to get an itemized bill. He attitude became curt as the conversation continued, so I informed her that the last time I had this much trouble with customer service I got a hundred dollar credit. This was her response:

"Well Goody Goody for you"

That was it for me. And as I expressed my displeasure with her snide remark she did not bother to listen as she was too busy arguing right back, before she simply hung up.

So this is how the Charter Communications customer service department responds to reasonable customer service requests? I don't need to do research to know that I can, with a little inconvenience, switch my internet service to Sprint Mobile Broadband or AT&T DSL, and I can switch my TV service to DirecTV. However, I'm so stunned by this manager's behavior that I'd rather assume this is a person problem and not a company problem.

So, I have two questions: 1) will you itemize my bill so I can show my employer that I'm paying 49.99 per month for internet service? and 2) are you going to do anything about this very rude management person?

I'll await your answer before making a decision about what to do with my future services.

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Re: Rude Employee by brandy-sue Posted Sat March 29, 2008 @ 1:11 PM my suggestion would be to ask to spk to the billing department....ask them to fill out a correspondance form for your bill to be itomised which they can do. i believe one can be mailed to you for a total of 6 mths past... Reply Re: Rude Employee by RedheadwGlasses Posted Mon February 25, 2008 @ 2:09 PM Did you ask them what change in their billing process? Because it was itemized before, and now it's not. And it looks like that you are going to have to bite the proverbial bullet and make a trip to the local cable office if you want to be reimbursed $50/month from your employer. Reply