Complain about a product or service

Charter Communications

Suzi of Grapevine, TX September 10, 2009

We moved from MN to TX in Jan, 2009 and had a balance refund due us of 50. We have yet to receive the refund and have been told several times that we should receive in 6 to 8 weeks. It is now 7 months late.

Sally of Waxahachie, TX September 1, 2009

I called to have my internet disconnected on 08/17/09. My last bill was from July thru 08/17/09, so I should not have owed any more money. They disconnected my service on 08/17/09. I verified that at Charter.com on 08/18, but I had a balance. When I called to ask why, a CSR (from India I believe) told me I had not returned equipment. I told them that I did not lease the equipment, it was mine. He verified that and said the balance would be taken care of. Charter actually owed me 3.00 after the charge was taken off.

I have called 3 more times plus did an online chat with a CSR. I have been told that in fact the equipment was not leased and the charge would be reversed. That's been over 2 weeks. Nothing.

I chatted online this morning and this CSR told me the form had been sent to the local office for review. I asked for a supervisor's name and phone #. She said she didn't have one to give me. I told her never mind, I'll call the local office. I had cable with Charter about 6 years ago.

Found out about a year later that I had been turned into the credit bureau for unreturned equipment. I hand-delivered the box to the Rockett, TX location and had a receipt to prove it. But it still showed up negative on my credit bureau.

Pasche of Carrollton, TX August 23, 2009

I had services with Charter for one and one half years. I set up disconnection and equipment removal for 2 days prior to a recent move 30 minutes from my previous location. The technician came and picked up the equipment, but failed to report the pickup. The resulted in a 223.00 USD charge which was "resolved" by 5 or 6 customer service representatives. This error was not corrected, and this was not brought to my attention until I recieved another bill from them requesting payment for the 223.00 USD.

I spoke with a supervisor, and now I must drive to the local office (30 minute drive) when I would normally be working, and deliver my copy of the carbon-copy receipt. This is a terrible inconvinience as I have just had knee surgery. The customer service representative were not helpful, rude, impatient, or incapable of communicating in English. I will never use Charter again as the service was of poor quality in the first place, and required many long tech support calls. I would recommend Verizon to spare anyone else the troubles Charter has given me, a paying customer with no late payments, etc. I was told repeatedly that this issue was resolved, but now I must complete part of the technicians job for him.

David of Pasadena, CA August 22, 2009

This company has bungled my cable TV four times. I pay premium services and they have yet to work properly. I asked that voice mail be removed from the phone services and it has not been removed from billing. Worst, they charge 1.79, which they do not disclose to customers on a call. They operators cannot spell, can't find names in the directory and I get better lucky using the Internet.

Nora of Monterey Park, CA August 17, 2009

From 7/30/2009 till now, the extended cable channels will go out from around 5:30 pm and won't come back until 8 am or later the next day. Called Charter, sent service person out, changed some connectors, said nothing wrong with the cable inside the house. The problem will disappear for two days and come back. I tried to tell them it is their problem, but they don't want to listen. When I call, they just schedule appointment for me. I can't even talk to a technical person.

Melvin of Church Point, LA July 28, 2009

In May of this year, my local Charter office in Eunice, La. lost my check for 124.87 (for two months' payment of internet services). The payment was mishandled by a Charter employee at a Charter drop-box. Needless to say, I was subsequently disconnected.

When I called the 1-800# to complain, they refused to relay a message/ connect me to the local office (about 20 mi away from me). The only instruction I was given by Charter CSR's were TO STOP PAYMENT AND PAY WITH A DEBIT CARD. I did as instructed by Charter, and soon my internet was up and running..

I also complained to the local BBB (mostly about the rudeness of the CSR's', lies I caught them in, and their refusal to help). The local office (Eunice, LA) responded promptly to the BBB's contact, and was kind enough to give me credits for my troubles -- I forgot the exact amount, but was over 100 and enough to cover at least two months' service.

NOW... I just received my July billing statement. CHARTER apparently found the check, and either did not disregard this check, treat the May check as a STOP PAYMENT CHECK, or otherwise decided to try and RUN it thru even after returned by my bank. On my July bill, there were a total of 149.82 in adjustments, taxes, and fees (124.87 for returned check, 20 NSF fee adjustment, 4.95 processing fee) relating to this.

My current bill -- of July 18 -- says I owe 129.87 (149.82 for the check fiasco, minus credits considered from previous statements), when I actually, should still have a credited amount left from the BBB agreement. This afternoon when I called 1-800-GET-CHAR, it seemed that every CSR had a different story, or excuse, or ledger. One CSR swore that I attempted to pay a bill of 250 in May, half with debit card, half with check. Another was trying to convince me I owed Charter almost 300. With the four CSR's I spoke to, none had a consistent explanation; some didn't even have consistent numbers relating to the bill.

At least 'Roger', the Tier II guy, agreed that with the May debit card charge, all payments were up-to-date. He acknowledged the 100+ in credits given previously thru the subsequent BBB complaint. However, he said that once the check was in their hand, they had every right to process it at whim-- even though a Charter CSR in May told me to stop payment on it, and even though Charter had a record of my bank stopping payment.

Plain and simple, these adjustments need to be taken off my statement, as it would be nothing but a cash grab for Charter. I was up-to-date in May. June, July's payments are covered by credits given after I complained to the BBB. This amount on my bill is not for any services rendered nor prepayment for future services. And to top it all off, after instructing me to stop payment on the check, Charter informs me that they will no longer accept checks from me.

Claudette of Lacey's Spring, AL July 17, 2009

From 6/28/09 to current date (7/16/09) cable service goes out every night at the hours of 7:30pm-11:00pm and does not come back on until sometime between the hours of 7:00am-8:30am. Have contacted Charter Communications daily about the problem, as of this date the problem has not been resolved. Note this is the only cable service available in my area.

Cynthia of Talbott, TN July 1, 2009

This is the 2nd month in a row we have received a bill for 200. Last month's bill was 207.70 because when my husband and I got married, we combined my Charter Telephone and internet with his Charter Cable and between all these charges they call "upgrades" we ended up with a 207.70 bill. When we bought a house and asked about transferring and how much it would cost, they said the cost would only be an additional 29.99 plus any equipment changes, additions...fine.

That's okay and reasonable.......until we get a bill two days ago with a balance due of 197.94. There is a transfer fee of 166.73. No itemization or anything. When I called to find out what the problem was, while in the midst of my explanation and my amazement that anyone would think it reasonable to charge over 400 over the span of two months for cable, telephone and internet, I was put on hold and got no response from the Customer Service rep to my problem. After about 5 minutes of dead silence from her end, I hear her come back on the phone her keyboard clicking in the background. She basically breezed through some explanation which didn't address my concerns and said she requested a printout of the bill which would print on July 15th, two days after this bill is due for payment. I said that wouldn't help and I simply could not believe that anyone would find it reasonable to pay such excessive charges over the span of two months.

She seems to have disconnected me and that's where we stand. I guess I will have to go, yet again down to the local office and find out why we are being charged such excessive fees. Cable companies need to answer for such excessive charges and reimburse their customers. I have never seen such unfair charging as cable companies do. There is no benefit to bundling your services. NO ONE should EVER pay nearly 400 over the span of two months for any transfer of services. Dish or Direct TV don't charge......Cable companies

Julia of Asheville, NC June 30, 2009

I made payment via phone with debit. Charter cannot find it even though I have faxed proof that payment has been deducted from my checking account. I have spent countless hours, well over a week, with customer service agents (who are helpful but cannot resolve the issue) and there is no one you can contact anywhere about this problem. Charter has a serious issue with reconciling accounts. They will not even acknowledge the proof of payment has been received. Customer Reps assured me service would not be interrupted and it is. There is no one to turn to. Never make a payment over the phone with Charter.

Carol of Grants Pass, OR April 1, 2009

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