Charter Communications
Complaint 59579 Details

1-15-12

To whom it may concern;

I am writing in absolute dismay at the once again dreadful service. I keep saying, how can it keep getting worse? Our answer, absolute indifference, Charter has not honored your contract. As Charter is so cavalier about your end of a contract you can be darn sure we will be canceling due to Charters lack of ability to keep a contract

I spent over 4 hours on the phone at the end of July 2011. I was assured that notes had been put in our file and the problem was cleared up once and for all. I talked to some charter advacate manager who assured me her word was good and I would have no more issues. That I would have to spend no more time, energy or effort on this matter until the contract ended in Oct or Nov of 2012. This was with a women who I cannot remember her name. She was a special manager who had the authority (or so she said) to make an agreement, put notes in our file and keep it cleaned up until our contract was over. She obviously overstated her ability to keep the account cleaned up and running. Vanessa seemed to be completely unimpressed by “the magic notes” I am disgusted, frustrated and angry.
I agreed to this contract after signing up with AT&T for the U verse. When I called to cancel our Charter service in October of 2011, I was talked into and convinced by the operator to continue with Charter with the same level of service I had in writing with AT&T. I faxed a copy of what AT&T was giving us and we were given the same thing by Charter. So for convenience sake we just stayed with Charter. We have been a customer since we moved into our home in March of 1999.

I opened our bill and once again our bill was mangled for this month. The bill is now mysteriously 52.00 higher than it has ever been. I am tired of wasting time with something that is not difficult.
I was busy on our Sunday evening with dinner. I had my husband call. He spent almost 6 minutes getting to a real person. I must comment on Charters complete dislike of dealing with those of us who pay thousands a year in services, you phone menu sucks.
After he got hold of Pam in Missouri (Another short coming in customer service as we are not “allowed” to know who we are talking to or any recourse in getting hold of them is a lovely business ethic). Pam in Missouri was very nice and despite the assurances I received in July she had to send me to Vanessa in Michigan. I believe Pam was suppose to give us a credit for 29.95 so that our bill is now 192 and change.

At this point we had wasted 25 minutes of our evening on the phone. I tried telling Vanessa In Michigan. I told Vanessa I had had this same problem in July of last year, I was asked to please hold so she could “read our notes” After this she came on with the same tired song and dance and waste of my time excuse. Despite the fact that I made an agreement with Charter on a contract it looked like we had to start paying more. I told Vanessa yet again to PLEASE READ THE NOTES FROM JULY OF 2011.
She was completely indifferent and just plain annoying. I am not sure if Vanessa was simply not bother by our problems with Charter or if the women who I spent almost an hour on the phone with in July overstated her authority and ability to fulfill a contract.

So you can thank Vanessa with no last name in Michigan for the lose of a 12 year old customer. In the end the latest failure of Charters end of our contract has wasted another hour of my life, just gone. On something simple like holding up an agreement.

We are canceling our contract with Charter, due to Charter has broken it's agreement with us. I am also sending a bill for my time. I am charging Charter 20.00 per hour for the now 6 hours I have wasted. I work for a small business and we do everything in our power to retain customers. We MOST certainly fulfill our contracts with our customers. My bill to Charter is 120.00 dollars. Once my husband is out of the hospital for a scheduled surgery we will return all of our Charter equipment and we will be starting our service with AT&Y U verse.

I am sick to death of being lied too and business's not giving a rats hind end about customer service.

I am now going to AT&T or possibly the dish, whoever gives me the best deal in writing with no more garbage about your lousy service.

I not only dispute my bill I am also filing a complaint with the Consumer Complaint Agency.