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Mike of San Bernardino CA (08/15/08)
I had made payment arrangements to pay my bill and was told that if bill was payed by that date at 5 pm would not have any service disconnections...My cable was turned off on that day at 1030 and the bill was payed at 1130 am as promised...They then charged me a reconnection fee and refuse to credit that to my account...I also have a package that was a one year perm and was to pay 60.00 per month every month my bill is wrong and higher.
Tom of Nipomo CA (08/11/08)
I was solicited over the phone to bundle my package. Because im disabled I already had a real low phone bill, but salesperson told me my bill with tv, phone, and internet were going to be 87 $ a month. It has been anywhere from 120 to 93, but never the right amount. I contacted BBB and filed a complaint. I was then contacted by Charter Rep. and we went over the whole bill. She credited my account and told me my next bill I receive would only be 2.19 due to overpayment and credits. Then my bill would be 87 a month. We both agreed and then I hung up. My next bill was 67.10 with a forewarding balance from the previous wrong total. Charters consumer affairs department cant even get it right. I have been calling them every month for the last seven months.
Because Im disabled and on a low fixed income, I have had to take part of my food money every month and pay my charter bill. I have spent hours on the phone with reps or supervisors only to find out that they cant do anything because that package is not offered anymore. Now, I was counting on a 2.19 bill and now I have to find or borrow 65 more dollars to pay it. I could see if this happend once, but it continues to happen even after complaint is supposedly taken care of. I have Morbus Meneires Disease and Turkamins Othelitic Crisis both are chronic and incurable. One of the big thing that sets off my vertigo and drop attacks is stress. I have had nothing but stress when dealing with Charter.
Laurie of Turlock CA (08/10/08)
about a year ago i ordered charter cable and internet. i was never able to go online. i reported the problem and nothing was ever done. now they are saying i owe them over 100.00. i am on a fixed income.
i dont have money to throw around. i pay my rent and bills all on time and for them to do this to me is uncalled for
Cale of Ashland City TN (07/26/08)
Once again no tech showed during the rescheduled time of 5-7pm. Called to inquire and was hung up on twice. Received no phone call canceling appt.
11.5 hours of lost wages. 40+ dollars of cell phone minutes
Mona of Roswell GA (07/25/08)
I moved to the Roswell area last month. Prior to my move, I went online and set up all of my utilites. Charter was the only cable company available in my area, so I signed up for their bundle package which was advertised as $99 a month for telephone, digital cable, and internet. I signed up through a promotional link on their website which promised to wave activation.
On June 26th, a technician installed the service. I should have known something was odd about this company when my cellphone rang and it was the technician's daughter...she was looking for her father. I let that one slide and figured everything would be fine. One week later, we had bad storms in our area. The cable, phone, and internet went out. When the cable and phone came back on, the internet did not.
I called customer service and spoke with a rep who was most likely in India who read troubleshooting steps from a script. When the troubleshooting did not work, he set me up for an appointment to have a technician come out. Of course, the appointment was a week out. A week later, a technician comes by and after two hours of trying to find the problem, he proceeds to tell me it's my computer. He switched out the modem four times during this time. The funny thing was that three of the modems didn't even work for his laptop, yet it was my computer.
After countless calls with their incompetent customer service and three more visits by a technician....I decided to buy the laptop I had been eyeing to get anyway. I come home, try to get service through the modem...guess what, no service. More calls to tech support, who by the way will make you go through that same troubleshooting script, and nothing but frustration. They even had the audacity to tell me that the line tests showed I had service. Mind you, we are now almost a month out and I'm using NetZero dial-up because I can't get a decent signal.
Another technician came out two days ago. He said it's something in the lines and he'll have to tell his supervisor. Seriously? I thought it was my computer. I'm expecting a call back and after two days of nothing, I proceed to call to check on the status. And this is what they tell me (I kid you not)Sorry, but we can't find the problem. So that's it? They sure have no problem billing me though. I got a bill in the mail yesterday for a full months of service...even though I have not yet been able to really use the internet and the phone service is spotty at best. If you call my house line, you get a message saying this number has been disconnected, yet you can call out from the house line. It's crazy!
AND...their pricing is deceptive...I was billed $148 for my supposed $99 bundle and only the phone installation was free according to their reps. The promotion isn't even on their website anymore, so they tried to make it seem like I was making it up.
Bottom line, all I wanted was good service and honest pricing. They are the most deceitful, unorganized company I've ever dealt with. And God forbid you have a technical problem. I realize that people in India need jobs too, but what good is Tech Support if you can't understand what they are saying?? So...I ordered DSL through BellSouth and they will be installing it next week. I cannot wait to finally wash my hands from this organization called Charter Cable.
They are charging me for service I didn't receive and deceptively switched not only the installation costs up, but also my monthly package price.
Cale of Ashland City TN (07/25/08)
Scheduled appt. on 7/18 for a phone installation on 7/25 between the hours of 8-12PM. No serviceperson showed, and no call was made to me. I then called the company at 12:18 PM. I was informed that for some unknown reason the appt. was cancelled by the office and rescheduled for 7/30. When I stated that I took a morning off of work to be home, Charter then informed me that the earliest they could get a technician out to my home was 5-7pm. When I told them that was unacceptable, I was then given the run around for over 200 minutes (evidenced by the fact that I had to purchase $20 in cell phone mintues just to deal with Charter).
I then was transfered to incorrect departments for well over an hour. I finally spoke with a supervisor in the rentention department who rudely told me to stop calling and wasting my minutes since nothing could be done. He then continued to tell me that I was wasting his time by not accepting the facts. I then asked to speak with his supervisor, to which he replied, It is noon on the West Coast and people are eating lunch. During this call, I had to put an additional $20 of mintues on my cell phone.
Lost hours of pay (8 hours) plus $40 dollars in cell phone minutes.
Eric of Fallon NV (07/22/08)
charter communications does not show up on time for appointments, they change them without notifying you. they overcharge you every month and you have to call and clear it up and nothing happens on your next bill they charge you for services you cant use, their customer service knows absolutely nothing all they do is put you on hold for 30 minutes to 1 hr and then transfer you and then your back to the same hold times. you make appointments and they dont keep them
took 2 days off of work because they needed to get into the house they never showed up and all they do is make excuses
Angela of Grants Pass OR (07/19/08)
I stopped my Charter service to go to satillite. I returned all equipment at there office and requested a shutoff. I was due a refund of $63.21. they said I will get back in a few weeks. Some time later I received a letter dated March 29, 2008 their records showed not all equipment on my part was turned in.( I work full time and I am only able to deal with this matter after 5:00 pm. I called Charter on April 6th talked with Mike he clarified it would show my items turned in.
on April 12, 2008 I receive another letter stating my equipment was not turned in. (this is now irritating me). I called again requested to please just sent my refund and leave me alone. There were a couple other calls between. I finally got a refund check and cashed it, I thought this was the end of it. A few days later I get a second check. I called Charter on June 9 after receiving a bill for the second check,and told them to put a stop payment on it, but I will keep it framed to remind me of this bad experiance. They took my information and they gave me Ref.# and said the matter will be taken care of. I still have the check have not cashed it.
I have been billed again (end June) for the check I have not cashed and they submitted it to a collections agency. I went today to the Charter Office and I was told it is assumed I may cash the check this is why they have this proceedure. This really did irritate me. I am a retired Police officer I currently work for a management company have great credit and they are harassing me for money they have not given me other than the form of a check of which I have requested they stop payment on.
Please if you can help with this. The BBB has been given this same information. I am sending this to you because today I got another collections letter. The Credit Protection Association, L.P. advising the $63.21 is owed according to Charter Communication and if I do not pay this in 30 days it goes against my crdit score. I have had better than 700 Score.
Charter has gone to collections and I owe no money. Are they so big they can ruin my credit and I can not afford to do anything about it.
Valerie of Chesterland OH (07/18/08)
I have been a customer of Charter One for several years. On April 14, 2007 I was a victim of theft in Chicago, Illinois. Within an hour of the theft, I called the bank to cancel my debit card and put a stop payment on the checks in my checkbook. The customer service representative never advised me that I should close the checking account and that the stop payment on the checks would expire in 6 months. I cancelled all credit cards and put a fraud alert on my accounts.
Six months later (November 2007) a fraudulent check was written on my checking account for $98.06 to Target. This check was written to a merchant that I frequented so the check did not arouse my suspicions. (The thief knew I shopped a Target as there was a Target card in my wallet.) On June 17, 2008 I noticed two checks for large amounts that were cashed on June 3, 2008. I immediately called my branch. The first thing the clerk told me was that I should have closed the account immediately after the theft and that the stop payment on the checks was only good for 6 months. This information should have been provided to me when I called Charter One to report the theft. (Charter One states that terms and agreements are stated when the account was opened several years ago, perhaps they should have reminded me when I called.)
Charter One has denied my claims for reimbursement for the fraudulent checks totaling $3748.06 on the basis that if I had reported the first check in November then the remaining checks in June would have been avoided. Charter One has told me that the banking regulations are black and white and are there to protect both the bank and the customer. I fail to see how the bank worked to protect me.
Closing a checking account that is involved in a theft should have been their first advice to me. I believe Charter One has some culpability for their failure to advise me properly on how to handle an account that was involved in theft. I did not report the first check in a timely fashion however I did report the large amount checks promptly.
I am out $3750.00 which is alot of money for my middle class family. The only reason I had that much money even in my checking account was I had just received my government stimulus check and my tax refund in May.
R of Rochester MN (07/17/08)
I was looking for internet service and was on the charter.com website. After entering that I would be a new customer, giving my address so they knew I did not have any Charter service at all I was presented a screen. There was a promotion for Internet Plus-10mbps service for $34.99 for 6 months. I clicked on Learn More and got some more details and I clicked on Requirements and it listed None. I ordered Internet Plus service at the promotional rate of $34.99 for 6 months. The order was created and again the system verified that I did not have any service with Charter and I was presented with a confirmation of my order at $34.99.
When I received my bill and I deciphered the cryptic line items I was surprised to find that I was really being charged $44.99/mo. After calling Charter with my billing inquiry I was told that since I did not have any other Charter service there is a $10/mo charge just to be connected. I countered with 1) my confirmation never indicated a $10/mo charge and 2) the Requirements never indicated that other Charter service was required. The Charter rep then led me back onto the Learn More screen which has the Requirements section and took me to the very bottom into the small print disclaimer.
The disclaimer had the * section which did not mention anything and then it had the tt section which talks about speed in comparison to 56KB dialup. The tt section had buried inside of it a sentence about the requirement to have other Charter service. The requirement for other Charter service should at best have been in the * section of the disclaimer and should have been a Requirement and it should have been listed on the order confirmation. This deceptive practice caused me to choose a higher priced internet service.
I was unknowingly charged an additional $10/mo for the service and I may have chosen a competitor had I known the real cost when I was doing my comparison shopping.
Pamela of Locust Grove GA (07/14/08)
I was charged for an Adult Film (xxx) on my June '08 bill. No one in my household ordered this film so I called Charter Communications and they credited my account for the movie. The following month (July '08) there was a credit for the previous movie and a charge for another movie (separate title). Once again, this was an Adult Film that no one in my household ordered. I know this for a fact. I called Charter again to inform them that yet another movie was charged to my account that I did not order. They refused to credit my account for this movie and had no explanation as to how it ended up my account. When I asked to speak with a Supervisor, I was put on hold for approximately 20 minutes and then transferred to a number that rang constantly, with no answer. I called back and immediately asked for a Supervisor again.
In the end, I received a credit for the second movie after informing Charter that I would NOT pay for something I did not order. The Supervisor was very friendly and dealt with the situation but the whole thing has left a bad taste in my mouth. When Charter called my house several days later to ask if I would like to switch my phone service, I said Absolutely not. I had to add a $0 limit to my account so that nothing can be ordered without me calling Charter.
Now, should I actually decide to order a movie (not an Adult Film by the way), I have to personally call Charter and give them my PIN # to authorize the movie. This is the only way I have assurance that this will not happen again and even now, I'm still not so sure. Charter has no explanation as to why these films were billed to me. Charter offers no explanation as to whether my cable box has been tapped into, or if this is an internal billing error. Pay CAREFUL attention to your bill. Otherwise you may be giving your money away.
Tomer of Paso Robles CA (07/09/08)
I move into a house in mid-sept. I like in a lake community which only provides cable service from one company and several dish companys. I chose charter cable company as my provider. I ordered their digital biggest package plus internet service. I had a technician come to my house and set everything up but the internet did not work. I called charter while the tech was rushing off they could not set up an appointment for a week. ok. Well the week passes and another tech came out and said he fixd the problem. He too rushed off before I could properly find out if the problem was fixed. Sure enough it was not.
Called charter back they again could not schedual an appointment for another week. Same thing tech came said he fixed the problem but didnt. He too rushed off before I could make sure the problem was fixed. I cancelled my internet with charter. I was losing bussiness. At the same tme the internet was not working I noticed the cable was acting funny. T.V. shows were skipping as was the video on demand. I simply cannot access any premium movies that come with my subcription. I also could not access the cable network show that come with on demand. so I called charter.
They put me through a long message telling me to reset my cable box. This did not help. They put me through to a operator she told me it the area I was in. That it would be fixed in about two weeks. Well they give me a credit of $11.00. Im paying $100.00 + and cannot watch t.v. or access anything but I can only have a credit of $11.00. Well this not getting service has gone on from mid sept 07 till now 7-9-08. I have had more then a dozen tech come to my house. Its almost been every other week. They all say they fixed the problem and dont.
Well two weeks ago the tech that came to my house went to the main hub which supplies to several houses. This is the first time that happend. He told me the hub was damaged and he could not fix it. That it had to be a speacial tech with a bigger truck. He told me since I have had the problem for 8 months that he would make sure the truck would come that day. well a week goes by and I still am haveing the same problem. Another tech came out this past Saterday looked at the hub and comfirmed the last techs diagnoses and also said the big truck had to come. The order takes two weeks to go through.
I call charter and ask them why my problem has not been resovled. Why am I paying $107 for no service. All they tell me is they can give me an $11 or $14 credit. They cant credit that I have not recieved service for 8 months but they still want me to pay. I am disconnecting service from charter this fri but at the same time I have paid for 8 months and they still want me to pay for this months bill.
I dont feel I should pay one more dime to these crooks. When I feel they owe me for 8 months of payment. Economic damage was lose of bussiness for two months or so due to the internet. 8 months of payment at about $107 and change. Plus hours upon hours of sitting on the phone with these people running up my cell phone min. Plus hours and hours of waiting for techs to arrive in a 4 hour time span each time a tech come out
Wendy of New Haven MI (06/28/08)
We have been Charter One customers for years, we have used the bank for many purposes, loans credit cards, etc. We believe that this shows bank loyalty. Over the past few years; we believe that we have been charged a huge amount of overdraft fees for charges that should have not been authorized if the account couldn't deduct the funds needed. We understand that if the account is low on funds we shouldnt place additional charges on the account. We have never intentionally used my debit/bank card to run ourselves into overdraft charges, they are expensive. Our issues is that an overdraft of $4 on our account should not run the account into a $220 (or higher) negative balance, no matter the situation.
We have been customers for 5 years and think that this is just a bad way to treat customers. Also, if the account is in overdraft status why does the bank approve additional purchases on the bank card? I think it is to rack up money from their customers! This should be illegal! Whatever the cause, as a loyal customer for years, I dont believe a $4 overdraft charge should rob us of hundreds of dollars from our checking account! On 5/29 we went to my Charter One branch and applied for credit overdraft protection, they approved us on the spot (so the banker told us).
One month later (6/26) our account went into a negative balance, the overdraft protection did not kick in. As of today I have another $507 of overdraft charges on my account. I called the bank today (6/27),and explained the situation and they stated that they dont do automatic applications; you have to fill out a paper application. The manager stated that there was no overdraft protection on this account! This is not true! Not only did the overdraft protection kick in the bank manager denied that they approved my overdraft protection!
I believe these charges in the month of June should be reversed. We have been charged $741 in overdraft charges in the past 2 months (not to mention thousands of fees in the past 4 years). I am done fighting with this bank and will consider changing banks if the charges on my account are not reversed!
Patsy of Irondale AL (06/23/08)
I have several concerns about my cable service. The cable service in my area has always been bad. Charter knows that our reception here is bad because of the old lines. Charter makes a lot of excuses but the bottom line is that the lines are bad (according to some of their service technications). my digital channels freeze nearly every time you try to watch a program.
When you call Charter, you get to talk to a machine. I waste a lot of my time listening to options that do not have anything to do with my complaint. Speaking to a respersentative is very hard to do. If you make any noise such as a caugh, you get to listen to all the options again. Then they try to reset your cable box, which can take up to an hour and may or may not work.
If you get to talk to a real person, it usually is someone who speaks little ENGLISH which leads to a lot of misscomunication. Cable companies do not care if the average household gets good service as long as profits are up. The people who are supposed to protect the PEOPLE are not doing very good in my area. I pay my bills on time and the service is lousy.
I just want the powers (GOVERNMENT) that have control over these corporations, such as Charter know that you have failed us in a lot of ways.
Dr of Ventura CA (06/10/08)
bill does not reflect services rendered. after multiple calls to resolve issue; no one @ charter can or will assist resolution.
cost me 3+ hrs of my time, overbilling on my cell phone waiting on hold for no help. other neighbors have had similar fraud with charter communications since they took over wave broadband.
Carie of Hughson CA (06/09/08)
I have had Charter for 2 years or more and I have had nothing but problems. Disconnections even when my bill was paid, overcharging my account, being hung up on by support services, and many many issues with technical issues. We have been without services that we are paying for, for two weeks now. I have had to take many days off unpaid from work to meet Charter at our house and have been stood up for appointments.
To top it off, when Charter came out to hook up phone service, they told met that they could only install phone service on one jack because that is the only jack in the house. I was sick and unable to get up, so I just took their anser for what it was. I asked why there was only one jack in our home? It's less than 5 years old and is two stories. they said that that is just how they are making homes these days. I thought this sounded very odd, but I was unable to look for other jacks because I was too sick in bed with the flu. When my finace came over that night, he found a phone jack in every room in the house...a total of 8 jacks! Charter lied to me to get out of doing the job right the 1st time! I have NOTHING good to say about Charter! The only reason we use them is because they are the only cable company to service our area.
Mental anguish, loss of pay from days taken off to deal with technical issues, some that were not fixed the 1st time, many many phone calls and hours on the phone, and payment for customer service that is beyond the worst I have EVER experienced!
Victoria of Pleasant Grove AL (05/28/08)
When i got charter i set up the account and had my husband put on the account as well. well after the inital phone call after one late late installation call (i work a 3rd shift job) and 2 no shows and one guy that took three hours to install my internet i got my bill at a discounted rate of 37.99 well i recieved a letter in the mail stating that my bill would be increased by 52.99 because they made a error and when i called they also informed me that i had to pay for cable? even though the ONLY service i am suppose to have through them is internet.
AND the guy that set my stuff up told me a year for 37.99 which turned out to be a lie and then the other guy said i had to pay 10 dollars more to keep the internet i have so all in all i have been lied to, tricked, and bothered by charter and stressed out, but i have to pay for their mistakes i am very unhappy with them!
I am stressed out and now more strapped for money than i was because the internet is esstenial for schooling and what not so all in all they have done nothing but caused problems.
Jamie of Deerfield WI (05/20/08)
Moved to Deerfield WI four years ago when new house was built. Had Charter come out for cable tv. I ordered two boxes extra money every month for each. The cable constantly digitalized their word, not mine on all channels that have the boxes hooked up to them. This has been ongoing for four years with numerous calls and complaints. They said we needed a booster box and came out and installed one, still did not help.
I have Charter Internet, Cable and phone service. Just purchased a new HDTV and had Charter come out so I could have HD Cable for an extra 12.00 per month. The bill is now over $200.00 monthly for all services. Was told with new HD box the digitalizing would stop. It still has not. Talked to numerous other Charter customers and tech employees who said Charter does not want to fix this problem becuase it would cost too much money and it is happening all over the place.
The one tech told me during the weekly meeting they discuss this problem all the time because they are the employees getting yelled at by the customers. I am fed up of Charter's lies. I have called them and called them, half the time to be transfered to Kansas - like customer service a few states away can help!
Being ripped off by Charter by still having to pay full price for all services. I am paying for service that only works when it wants too! I can not be the only customer complainign loudly!
Anne of Alexandria MN (05/12/08)
We have been good customers of Charter for over 15 years. We are reasonable and responsible people. We have always paid our bills on time. Upon receivig a substantial increase in our e-pay bill ($120 t0 $146, I called Charter's number. In the weeks that followed I have talked to a minimum of 15 service reps and been on CHAT line live with a rep, but all to no avail. The service reps were rude, argumentative and in many cases not understandable. We finally had Charter disconnected and then called them to terminate their services because of their lack of communication with us.
Imagine how much more interested they are in you if you want to terminate rather than to ask a simple question about billing! We were then offered the same services as we had had at $146 now for $80...a difference of $66.00. How much sense does that make? We declined their ofer. We were told someone would pick up their equipment the next day and we had better be home. We stayed home the next day..naive as we are...no show. The next day, same thing. Imagine my surprise today to see on line that they had billed us another $219.
Once again I e-mailed..no satisfaction and then called to talk to a rep who didn't know why we were being charged..she thought we had a credit of $24. Later she contradicted herself and said we owed $219 for their equipment that we didn't return. i explained that they were at fault in not coming to our house and picking up the equipment as they had promised. several minutes later she said we should drive 3 hours to another town wherev they have an office and return the equipment ourselves. I have since written to the Better Business Bureau and the Attorney General of our state to get some help in resolving this problem.
Howard of Wildwood GA (05/06/08)
I was informed in my Internet bill for Nov or Dec. 07 that the cost of continuing service would increased from $19.99 to $53.99 monthly. I called the company informing them that I could not afford the new rates & would not be able to continue subscribing to their service. I requested that the service be ended on the last day that the old rates are applicable. I was told, I would be given a week to end or access my account or any information I need from the company's website. On the date promised, the service was terminated. An agent came to my home while I was away and told the person at home that I requested service termination and there are there to disconnect and to collect their modem. The person at home was unable to contact me immediately and on the insistence of Charters representative that the modem belonged to them, my personal modem was taken from my home, by Charters representative.
When I was informed of what occurred, I immediately called Charter Communications and spoke with a representative about the incident. He placed me on hold, made some checks & then came back on the line and apologized for removing my modem. He then asked me if I was interested in having service at a lower rate and I said yes. He then asked me/told me that he would offer me a special price of $29.99. He then told me that I would receive the modem when the representative came to reconnect my service. I asked to have the modem returned the same day but was told, they had too many disconnections to make and could not return to my home on the day I called. I was promised to have the modem returned on February 6, 2008 when my line was reconnected.
On February 6th, I was again not home when the Charter representative arrived. I was informed later that the representative said Charter was unable to find my modem & they brought me a different modem (a totally different type & brand of modem). I was never contacted by the company regarding replacement of my modem or to apologize for the mix up. On the night of February 6th, I received a call from someone said they were working for Charter and asking if I still wanted to have my service disconnected.The next bill, I received from Charter, a bill for ($79.00), I was billed for television service and also for Internet charges for $39.99 not $29.99 as I was promised and to which I agreed.
I eventually spoke with a representative on March 14, explaining what my concerns were, and ask that the bill be rectified. On speaking to the representative, I was told that I was being charged $10.00 (a form of penalty) for not having more than one service with Charter and of such the cost was $39.99 and not $29.99. I was also told that the extra amount shown on the bill was for re-connection fee. I explained to him that I was offered a special price & service when the gentleman found that my modem was incorrectly taken from my home. I also told him that if the company is charging more than they agreed to, I would not need the service and they would need to disconnect it. Hoping that the matter was being addressed, I went ahead and paid the first bill as we agreed to $29.00.
On March 21st, I woke up to find that I had no phone or Internet service. When I called Charter later, the representative told me that my bill was not paid (including the portion I had contested & brought up to the representative I spoke with on March 14th). When I questioned as to what was noted in my call on March 14th, it appeared that much of my concerns was not recorded. I therefore asked that the phone conversation of March 14th be referred to to verify what was stated. To this I was told she could not do so. I then wrote a letter and faxed it to a representative of Charter with whom I had dealt in 2007. I explained what happened, told her that as soon as my modem was returned and the adjustments made to my bills, I would pay any remaining amounts due. I did not and still have not received a response & hence I re-faxed the letter to her a few days later. I still did not get a response & hence I called Charter and asked for the fax number of the manager (previous repeated attempts to get to speak to a manager has always proven unsuccessful). I was given a number which later I found did not give a fax tone or a voice response. (I have copies of fax transmission)
I then wrote two letters (requiring a signature as proof of delivery) and sent them by the USPS mail on April 3 asking that the matter be addressed. I gave copies of my previous correspondence, I repeated that I will pay any bill which exist, when my modem is returned and when the bill is corrected to reflect the monthly amount I was told I would be charged, the removal of the reconnection fee as it was not a part of the original agreement. I have not received a response to any of my letters which were delivered to Charters representative.
On May 4, I receive a mail telling me that I have possession of a modem belonging to charter and that I need to return it to one of a number of different addresses. I was told Charter would use any means to collect it including going to court. I was also told I could call and ask about their box return program. I called and spoke to one representative who politely listed, told me she had noted everything and told me someone would call me to make arrangement to collect the modem. The lady with whom I spoke, told me I cannot send modem in the mail. I explained that I do not own a vehicle, and was unable to take the modem to the offices suggested as there was no public transport in the rural area where I lived. The option at that time was for Charter's representative to collect the modem the following day but there was time and hence someone had to be at my home all day for whenever time their representative arrived. I was unable to agree to that full day schedule and hence I was told someone would contact me to have it collected. I have still not heard from Charter.
On May 2, 2008, I was told that someone from Charter called & left a number for me to call. I called the number which was left, I received a voice mail. I left a contact time but have received no further response from the company or the representative concerned. On May 5, I received a letter in the mail informing me that my account has been sent to a collection agency and that I have 30 days from the date of mailing to respond or pay up. None of my concerns regarding when and how my modem would be returned and that my bill be corrected, have been addressed or even responded to.
My personal modem have not been returned to me and I have not received any information regardign when or how it will be returned. My name have I have been sent to a collection agency with additional costs involved when I have requested corrections which have not been made and no reply have been received as to my concerns. Increase stress, cost of constantly sending correspondence to and fro and time loss from studies to repeatedly try to reach them. Loss of contact as I had no home phone seeing I was using a VOIP phone as my means of correspondence.
Michele of Pasadena CA (05/01/08)
I continually get billed for movies that don't load. I call Customer Service and they say they'll credit my account. My last bill dated 4/14/08 was supposed to show a credit of over $40.00. It ended up being $9.28 more than it should have been. I was billed on 10/20/07 for a technician call in the amount of $35.00 which I did not authorize. The technician was sent by Charter not requested by me.
I wasn't told that I'd be billed and there were no charges on the work order that I signed. I was told that there were technical difficulties on Charter's end and I should not have been charged. I still haven't gotten a credit.
Charter owes me at least $35.00.
Curtis of Stockbridge GA (05/01/08)
Please Help. All of our cable stopped working on April 21, 2008. Later that day when the cable still was not working, I called Charter to report the outage. The person I spoke with said they would have service come to my home and investigate the next day and advised that someone would have to be at home. Even though this meant my wife had to take a day off from work, we complied. Charter arrived just as they said and found a section of their cable line that extends under the city street from one junction to another broken. They installed a temporary line across the street and finally my cable was working. I have copies of the bill and photos of the cable line.
Charter has included on my bill a one time service call charge of $35.00. Last evening I called to complain, the person I spoke with said they would give me a credit next month but for now I would have to pay the charge. I refuse to pay them for repairing their line under a city street. Their actions should be criminal.
Jeff of Marietta SC (04/28/08)
I have a verbal contract with Charter for a bundled service for $99.00 a month. I now get a bill for $129.00 plus tax. I have made atleast 6 attempts to correct this with phone calls, e mails and chatting online. They are making it my problem that I have to correct.
I am now late on payment because they will not send me a new bill and they will file a bad credit report because they billed me the wrong amount that I will not pay. The consequences, I will have bad credit which takes years to correct. I am tired of all of this. It happens more and more. Do consumers have any rights?
Calixta of Victorville CA (03/20/08)
I have been a customer of charter cable since 2005, according to them there was a discrepancy from what I have been allowed to view and the amount i have been billed.I have explained to them it was because, during that time that was their promo . The problem started when I was not able to watched channel 24 and up; I have reported it on 01/23/2008 to a technical staff Paul which offerred me a digital big package .
On the same day, after discussing it with my husband we conclude we did not need such kind of service, so I cancelled it on the same day. I have even saw from my computer the transactions made on that specific day ( but later on, I cannot retrieved it anymore ). When the statement date for February 2008 came, I was billed for a partial month service of $43.19 & advanced charges of $67.99 for 02/25/08 to 3/24/08. I have contacted customer service on 2/26/08 & to make it short, charter send a technician the following day in the name of Ernest code 9538 to check the actual channels or services I got.
On the same time & day of 2/27/08, myself,& Ernest spoke with staff from billing service named Tina code 24741 & told me to pay the amount billed on my statement for not to be delinquent & she will make a note on my account for a refund or adjustment on my next billing statement. Here comes this month ( March ) statement and no adjustment made and I have to start all over again.
I don't know if this is a delaying tactics or a poor communications on the part of the company; but whatever it is that caused the chaos, one thing is sure, poor consumers like me is the victim; for being stressed out and taking much of our precious time! I do hope this site will help straighten up the matter and do something for the said charter cable company to improve their services.
William of El Monte CA (03/11/08)
I added a 2nd cable box in 2006 (to watch tv in my bedroom). In December of 2006 I gave away the tv. I then called Charter (in December of 2006) and told them to cancel the 2nd cable box. They told me they would call me to schedule a pickup. Nobody called in the next few weeks. I called back in late December and again in early January only to be told that a technician would call and schedule a pick up of the box. No call was ever made. I called yet again in February and in April.
I even made an attempt to drop the box off, but the building was within a suite that was secured and I had not way of getting in (since it was locked). Not sure if somebody stepped away or what exactly. I called yet again and was told a pickup would be scheduled (but like before it never was). I was under the impression that charge would be moved. This month I realized I had been charged $5 monthly for the additional cable box and $5 for the digital service. Thus I paid $10 per month for 15 months that I should have never paid. A total of $150 was unfairly charged to me. I contacted Charter and demanded they pick up the box. At the time of this writing I was told a technician would call me for the pickup. I was told they would give me a credit of $25 (but I will have to wait and see if it posts to my account).
At this time I have been unfairly charged $150. Potentially I may be credited for $25. I am being penalized for their failure to pick up the box. My guess is technicians don't care because they get paid by the job and I doubt they get anything for picking up cable boxes. I believe I was not prioritized and blown off in favor of installing cable which is a profitable task as opposed to scheduling their people to pick up the equipment as they promised. I am seeking a full credit of the $150. Thank you for all your efforts.
Deborah of Hudson OH (02/18/08)
Our checking account is not protected by any service that this bank offers. Due to our credit score and lack of any Savings Account, when a mistake happens were are at their mercy. We have paid almost $3,000.00 in one year. Maybe the time has come for us to not use a checking account anymore.
Steven of Warrensville NC (02/03/08)
Their cable line crosses my land, which it has for many years. Around Christmas the line came down during a very bad wind storm. We called and reported it the following day, which they responded to immediately, replacing the lines back on the poles. The problem is that the lines are now several feet lower than they used to be. We called as soon as we noticed what they had done, and was assured it would be taken care of. It was not, so we called again and again, each time being assured it would be taken care of promtly until the last call when we were then told that they had no record of our address or our location anywhere in their system and there was nothing they could do unless they could locate us. The problem is that I have a farm to run, and their cable hangs over my drive, and because it now hangs so low I cannot even get a load of hay to my barn, not to mention log trucks and other heavy equipment. I allow them to run their line over my land, I should not be treated this way or be expected to sacrifice in any way my quality of life. This causes me great inconvienence on a daily basis.
Harvey of Benbrook TX (01/26/08)
I have bundled service with Charter: TV-Internet and phone. The bill has a $6.50 charge on it. This fee is supposed to be an FCC fee called "end user common primary line charge." The FCC does not require any provider to charge this, and the FCC told me that the providers can set their own from $0 to the max fee which is $6.50. They also said that the gov't. does not receive any of this money.
This has now become an annual rip-off of $78.
Lori of Suwanee GA (12/18/07)
Internet service has been very sporadic, and we have had major issues with getting any answers or service. We were told by a Charter technician that it was our computer; yet numerous other people in our subdivision have had the same issues. There is also no local contact available. We also lose phone service as we have VOIP but have not been credited for loss of this service or our cell phone minutes spent trying to rectify this continuous problem. I have spoken to Suwanee City Hall as they have a contract with Charter but have not had much success with that either.
Loss of phone service, bought a new phone modem because we were told it was our phone modem that was causing our phone outage, and this required me to find another location to take my final online exams when service was out for 2 days. Attempted to contact someone today and was put through to New Service instead of a technical supervisor and was then cut off.
Jamie of Huntington Park CA (11/12/07)
I canceled Charter Communications cable service on 6-4-07. Juan Martinez arrived at my home on 6-9-07 to pick up the cable equipment; I obtained the receipt. I received a bill on 7-5-07 so I called AGAIN on 7-13-07 to tell Charter that I had canceled. Yet again I received bills on 8-3-07 and 9-6-07 for cable past due payment. I canceled telephone/internet service on 8-14-07. I obtained a receipt when the serviceman arrived at my home on 8-17 to pick up the modem. I gave him a final payment of $103.17. I changed telephone carriers and kept the same telephone number. AT&T contacted Charter for the switch with my approval. I received my first payment from AT&T on 7-28-07.
Since then I have received phone calls from Joe at Charter and others that I ignored. Joe came my home on 9-20-07 to pick up equipment that had already been picked up over a month ago. I received a different past due payment bill for telephone service on 7-14-07. I ignored it and hadn't received any bills until 11-9-07. The bill states that my telephone is going to be disconnected and that payment is due. I am very upset and feel that Charter is harassing me by punishing me for leaving.
I work 10-12 hours a day, and this harassment from Charter gives me more stress. I can't sleep sometimes just worrying about this. It takes a toll on me while I am at work.
Christine of Wausau, WI (11/11/07)
Since the middle of June, Charter has been calling me every 9 days indicating that I have an outstanding bill with them. Finally, on Sept. 15th I paid a bill for $143 and asked the rep if this paid my bill in 'full'. The rep stated that I had a zero balance.
Nine days later I again get the friendly call from Charter indicating that I was overdue and they wished me to come current for the amount of $264. I asked to speak to a supervisor, only to be placed on hold for 1 hr. 45 min. I hung up, called back, was placed on 'mute' and left for another 48 minutes. On the third call, I was told that supervisors do NOT come to the phone & it would be taken to their corporate level.
I indicated that I would like to know why, with my bill being current, that I am always behind or overdue when my phone/internet combined should be $110. I have not received an answer and had a threat to disconnect for a mere 63 cents. However, when I called about that issue, I was told my bill was $62.81 to avoid disconnect. To date, I have paid Charter more than $876 since mid-June 07 and they want more.
Meliss of Rochester MN (10/05/07)
I disconnected service over 2 months ago, and they refuse to refund my $270.00 they owe me.
Joyce of De Soto MO (09/25/07)
Evidently the previous resident moved and owed Charter a balance of $64.00. Some how this was charged to my credit report as a collection account. I have called Charter several times to ask them to write to the credit bureaus stating that I do not owe charter any money. Each time I was told that this had been taken of and I would reeive a letter in about 10 days confirming this. Since the very first call was made the end of July and it is now the end of Sept. obviously I have never received anything except ads and bills.
Kathy of Dallas TX (08/01/07)
They should be called Charter Lack of Communication.
Charter Communication is the only ISP I can use in my neighborhood and they act like it. I signed up with them in Jan '07 because they were running a special. $100 rebate on modem to sign up for new service. It was a joke from the get go. The left hand does not know what the right hand is doing there! It was a 3rd party company that was offering the rebate, not Charter. And there was no liason, no communication between the 2 EVER.
I have been trying to get my $100 refund for 8 months. THERE IS NO NUMBER BUT AN 800 number and it is to people who do not understand, whom I cannot understand, who put me on hold up to 15 minutes, will not let me speak to a supervisor, just keep me on hold.
There is a live chat......they cannot help me there with this particular problem.
There is and email contact......they cannot help me there with this particular problem.
They guard their contact information like it was Fort Knox. I don't think anyone really works at Charter.....I think it's all done by auto generated response systems and people over seas.
They owe me $100.
Salina of Long Beach CA (06/22/07)
Transferred service from old address to new (phone, internet, and cable). Nonof the services worked after transfer. Six serivce calls all service still not working. I have been billed for all services each month but they have not worked. I have called 14 times in total since transfer in March and no resolution. Of the six serivce calls I have been stud up three times. Last service call was scheduled for yesterday and they did not show up nor did they call. I called them again this morning and they advise me that they did not show it because of an outstanding bill. I explain to them that the bill is incorrect because they have billed me for services that I have not received and I was advised by the supervisor that I would have to pay the incorrect bill first then they will come out and correct the services. I asked to speak with someone above him and was advised that It is against company policy to for him to give out his bosses name.
Brenda of Silverton OR (06/15/07)
It started when I canceled service because of poor cable reception and an internet connection that would not exceed 500 kbs, which we were paying for a 5 mg service. we called and canceled our charter television service on May 25, not yet making a full 30 days of from start of new service. We returned the cable boxes on the 28th. I have a receipt for the drop off of the cable boxes, which is an authorized drop off point for Charter. I received a bill of $118.09 and it should have been $34.95. Charter refuses to credit me.
Freda of Pacolet Mills SC (05/29/07)
In february 2007 we ordered a second phone line and charter internet for our home, since then its been nothing but a headache from rude unqualified installers, to technicians who don't know anything about the internet, we either have no phone no cable tv or no internet, everyone keeps giving us different excuses and still we have no internet to speak of, i hope this actually goes through before the net goes off again, you can't talk to anyone because all their call centers are overseas or in kentucky i actually talked to a lady in the phillipines last night.
Bruce of Reno NV (04/12/07)
AOL had a promo for High Speed Internet for 25.90/mo for 1 yr w/free modem through Charter Communications. NO STRINGS ATTACHED. We signed up and had it installed 8/4/06. Then in January of 07 with are invoice there was a flyer stating that the rate was going to go up $10. for those who did not have a previous agreement. In February we were charged $35.90 we called Charter and was told that was an error since we were on a 1 yr promo and it would be adj. It was not adjusted. We call again because it was on our statement again, and was told that because we did not have their cable TV service we were now required to pay the extra $10./mo.
Brian of Lebanon CT (02/18/07)
I have been paying for 10MB downsteam,1mb upstream and the HIGHEST I got on the broadband test was 4.2MB downstream and a 1MB file downloaded in 2.4 seconds.
I had been paying for 10MB downstream and my current speed doesn't even meet that measurement. I have NEVER measured 10MB downstream or even near that
I have been overpaying significantly month by month for a service I am not getting.
Les of Delavan WI (02/06/07)
I prescribed to charter for telephone and high speed internet service,with the underatanding that if I was was not satisisfied I could cancel in 30 days and not owe anything.
I was not satisfied and cancelled,but are still receiving bills from them ,
because they say I did not call the
high speed internet service separtly
to cancel.HOW AM I SUPPOSE TO KNOW THAT? I was never told I had to.
While they now finaly agreed to reduce part of the total charges , I still have to pay them $ 66.52 because it's my fault for not cacelling the internet
sevice separtly.Their records will show,I did not use their services beyond 30 days,and I don't feel I should have to pay anything per their guaranty.
Dennis of Cherry Valley MA (01/11/07)
I have had at least 22 file recorded service problems the the above Charter Communications.Thus causing loss and interupted service. I have documented all records for your request to either face mail to you for your investigation to follow.
Please note I am a disabled person with a bone disease , This is why it is important to have constant phone service.
Diane of Leicester NC (01/05/07)
I contacted Charter to have cable, Internet and telephone service installed in the middle of November. All of my neighbors residing in the same subdivision have Charter service. I was told it could be installed and a date was set for 11/28. The installer came out and said Charter needed to put in a feeder because we didn't have one. I called charter to set this up. I was given another installation date.
Since calling them, 6 installers have come out and all said they'd have to send someone else. I've called Charter 16 times to keep informed of the progress and each time was assured installation would take place. Last week another installer came out and measured for the cable to be put in. I heard nothing from Charter so called them today. I have now been informed we cannot get service.
If I hadn't called them for status I would still not even know what was going on. Someone owes me big for this inconvenience. Not to mention the disappointment after all this to find out I can't even get service. I'm still in disbelief a customer could be treated so horribly. I've sat on the phone for hours waiting for answers. I informed people of my new phone number twice since I was given one initially and given another when I didn't get service right away. I'm extremely upset to be treated this way.
Michelle of Winner SD (12/11/06)
On June 9, 2006 my 06' Jeep Liberty Diesel went in for a Body Control Module recall. My fuel mileage has dropped half since then. I was able to make 42 mpg before it went in, now I'm lucky to get 19 mpg. My window sticker says 22 city and 26 highway. On the highway I made 17 with no wind. Noone will tell me anything and my Liberty has been back 5 times with this problem and they can't seem to fix it or tell me why it dropped like that. They blamed it on no sulfur in Diesel fuel. Truck Drivers say they haven't had any problems with their mileage. I've heard it all but I bought this vehicle for the mileage and I signed the papers with that mileage. Daimler Chrysler has no right to go in and change the contract at all. I've only had this vehicle for 7 months, in 5 months it's gone in for 3 recalls. Daimler Chrysler can buy this Liberty back and they can deal with it. The Diesel was $5,000 more than the gas and the gas has better mileage.
Crystal of Apple Valley CA (07/30/06)
I added Charter Telephone and High Speed Internet to my account on 5/6/06.They did not come to completely install the services untill 6/8/06.After they installed the equipment the telephone and internet did not work properly.The service signal was cutting out untill they had someone come to replace the outside wiring on 7/21/01.They still have not repaired the internet service after many,many calls to them.In addition to these services not working correctly the cable television service was having a great deal of static since early april.We called to have it repaired in may as well They did not have it completely in working order untill 7/25/06.
I did not have telephone service to even call out in the instance of an emergency for over 2 months .I also occasionally sell items on Ebay,Monthly averaging $500-1000.I have not been able not to do so for over two months as well.In addition to the lack of emergency communication and the finacial strain It has put on me due to lack of a reliable internet connection,They are attempting to charge me over $500 for all of these non functioning services.
Adrian of Pelham AL (06/13/06)
I had cable installed at my home and the technicians left the cable on the ground from my house to the street which passes over a public sidewalk. They said that the issue would have to wait until they had time to come back out. In the meantime, children are playing and risk injury. They said they are sorry for any trouble. Is this common practice of cable companies and what can be done before a child is seriously injured.
Duc of Monterey Park CA (05/03/06)
I was lied to by their sale representative. I was told to pay 19.95 dollars a month for the service but then thaey increased the amount to nearly 80 dollars a month without informing me.
Jennifer of Monrovia CA (02/13/06)
I had cable charter communication about 6 years ago and moved since with a forwarding address . Just received a a letter stating that they are trying to collect 269 dollars from me for hardware everything was returned and last bill paid for that . But they are telling me to provide documentation 6 years later, I dont have that information nor do most people save that information. I dont think that this should be legal that dont have proof to verify this and they are demanding payment . This is crazy people can damage your credit and they do not have to provide proof.
Donald of Lebanon IL (01/21/06)
Last June my cable bill was running $80.66 per month for at least six months in a row, then Charter sent a letter stating they were going to eliminate the Hallmark channel from our service except for those customers who recieve Digital cable. I called them to find out how much it would raise my monthly bill to convert to Digital and was told that I'd see only about a $7 or $8 increase. At that time, my bill was $80.66 per month which included High Speed Internet. After Buying a modem for $50.00 and paying an August bill of $100.35 my monthly bill has been a different amount every month. In September the bill was $82.37 October $85.21 November $85.37 December $85.37 January 2006 $92.59 February 2006 $105.45 Is there no end to the increases? What are the increases all about? We haven't watched any Pay for View shows.
I am retired on a fixed income. My wife and I don't know how to use all of the features of the complicated modem/TV controls and don't need many of the features of the system. We certainly never use most of the channels we get and never have used any of the Pay for View movies, etc.
Ellie of Greenville SC (01/16/06)
Charter came to my house to disconnect the cable. There was a work order for 6 pm (they have since denied there was a work order but I have a copy). The technician did not arrive until after dark at about 8:30 pm. While disconnecting the service at the pole, he broke the power ground/neutral wire. Virtually everything electrical fried. I also was shocked when I went to the box in the basement. I have continued to have physical problems and I have outstanding medical bills. I have since learned that Charter had never connected a ground wire at the house. There was a place for it but nothing was attached. Charter repeatedly admitted but then denied their responsibility.
A consumer representative came to the house and said that he was going to get the power company to pay for it even though it was not the power company's fault. He then filed a false claim in my name with the power company. My attorney has tried to resolve this with the main office and with Charter's insurance company, Broadspire. Mr. Scott Hayes, a claim specialist assigned a claim number. He has since said that it is no longer his problem since he assigned it to an independent agent who never answers the phone or returns messages. He has stonewalled my attorney at every turn and refused to resolve the matter. I do have copies of all correspondence. A lawsuit looks inevitable. I have never encountered such a dishonest company.
Maryam of Gilroy CA (11/02/05)
The sales rep originally promised us a $42.95 a month for services, with an introductory price of $24.95 for the first 3 months (a savings of $18 a month). After the introductory period ended, the company started charging me $56.95, when I finally caught on that they were charging me $14 more per month than what is said on the Work Order (could provid at anytime for proof), he never once mentioned that there will be a $10 more per month, and now the company says if you have no other cable service with us (Charter Communications), you are to be charged $10 more per month!!
This is false advertising and this a classic example of bait and switch. I should have been advised that there was going to be an increase in the total amount, should I not have any other services with this company. Since Charter Communications is the only game in town, they think they can do whatever they want and charge whatever they want.
William of Suffolk VA (09/14/05)
I am writing you for your help with Charter Communications. We moved into our house in October of 2003 and are still waiting for our permanent cable line to be buried. The line used to run across the adjacent lot and was about to be yanked out of the ground when construction started on the house next door. The only way it was moved was to tell them it had been cut and they ran another temporary line. At the present time it is resting on top of our lawn circling around the entire house. We have contacted Charter on numerous occasions: When the original cable was hooked-up (October 2003) When they upgraded us to digital cable (Spring 2004)
We e-mailed them in January 2005 on their website We contacted them in May 2005 and received a work order # 426 812 We contacted them in July 2005 and received a work order # 392-510 We have since contacted them several times in August 2005 and several more times in September 2005 Each time w have been told it would be buried within the month. We have exhausted all of our patience and need your help. We have been mowing around this line for almost 2 years. We have to pick it up and move it as we mow the yard. It is also very displeasing to look at. It may also be a safety concern since it is just laying on top of our yard.
Jerome of Richland WA (05/04/05)
In reviewing my Charter bill I found that I was being charfed an additional $10.00 a month for no apparent reason. After phoning their billing dept. I was informed that the additionl $10.00 a month was because I do not have the basic or premium cable tv, but only the high speed internet connection. Now this was not a part on my internet of the internet agreement, how is it you can be charged/and or penalized for services that you don't have. This is a traversty.
I was informed that the only reason they charge the extra $10.00 a month is because Comcast does it so THEY made it company policy to do so as well. THAT's unacceptable. Since they are the only cable company we have in this area that is the price we have to pay for a monopoly.
Steven of Montgomery AL (08/16/04)
Charter offers basic cable service consisting of 13 channels for $10.60. Nine of these are local channels I can receive by antenna. The four other channels are the Weather Channel, and three other mediocre programs that are not of interest to me at all. I am not allowed to choose the channels I want to receive. I think that this is a crime. Most of the time these channels have infomercials on day and night and that is not what I want to pay my money for at all.
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