Complain about a product or service

Charter Communications

Tracy of Temple City, CA October 7, 2009

The staff, Katherine, at Charter Communications' loacl office refuse to correct an accounting error I had tried to get clarified through Charter Communications' customer service line in the past 6 months. She also refused to give me her full name or any reference ID after I explained and showed her the issues with billing statements.

I originally resided at ----C and relocated to ----B in the same apartment complex in April 2009. I have been a customer of Charter Communications since 2003. There were errors occured with billing after I transfered and I was charged equipment fees and moden rental fees. I had called Charter Communications more than six times in the past 5 months and just was not able to get everything squared away so today I went into its local office.

Katherine at the local office took a copy of the documents I had with me but refuse to give me any receipt or my account print outs to prove that I was there. So I took a photo of the office counter / window to prove that I was there and then she threatened to call the police dept because I took a photo of the counter. I waited at the counter for her to call the police dept as she claimed she was going to for 5 minutes and then I left. Charter over charged me 24 still as of today for a modem or equipment that I do not have because their technition took them and I had provided the technition's signed receipt to customer service and Katherine at local office today.

Marc of Portage, MI September 23, 2009

I canceled my account in February of 2009 and 7 months later am still getting the run around about the 150+ they owe me.

D of EULES, TX September 14, 2009

When I opened my account sept 08 charter asked for over 200.00's for a deposit, I was told if I ever left Charter i would have my deposit returned to me in full. I Moved July 09 owing no money i even have a bill stating 0 balance sent July 28th 09 over 2 weeks after my move, I also returned my equipment on time...now I cannot get my refund i keep getting the run around, it is sept 14th 09 and still no refund what should i do i need this money, does anyone have a suggestion! WILL NEVER USE CHARTER AGAIN AND I SHOULD CHARGE THEM INTEREST ON MY HELD MONEY.

karen of hadley, MA September 12, 2009

trouble with cable tv for months - res9olved temporarily online until last week. since 9/2/09 techs have been out three times. this morning the very amicable tech apologized, said he ran out of time, and suggested I call AGAIN to schedule ANOTHER tech apt. now I have been on hold (which I was NOT told I was about to be put on) for 10 minutes and counting. This new person says they are sending a "line tech" today and is CONFIDENT they will fix it. hmm

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.

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