Complaint Review: Charter Communications

Charter Communication definitely does not put their customers satisfaction first. I have never dealt with such a poor company before.

My bill is nearly impossible to understand - I am billed from a date that has pasted to a date coming up, then part of that is subtracted, then some different type of service is charged then part of that is subtracted. None of the "package" names on the bill match any on the chart (which is confusing as hell also, but that is another story) - am I even being charged properly?

Then try talking to a rep. If you get one who you can understand of course. I've call numerous times referring my bill and I was so frustrated with one that I couldn't understand, so I asked for someone else and I was hung up on. The reps explanation of the bills are so far out there - more descriptions of packages that don't reflect anything on my bill - that I basically give up (Is this what they are hoping for?).

Then there is the so-called "Bundle". I assumed it meant that if you got more than one of their services (cable, internet or phone) you would get a better deal. Well, no.

Then (yes, there is more) there is the payments. If you make a payment online - ya know how convenient that is - and supposedly, if it works, a confirmation gets emailed to you, it shows up on a "Recent Activity" chart and "Recent Web Payment Submissions". I did this once.
After a day, the payment did not show up on any of these, nor was it taken out of my bank acct. Safe to assume it didn't work, right? I again attempted an on-line payment. Got email confirmation (immediately), it showed up on my "Recent Web Payment Submissions", but did not immediately show up on my "Recent Activity" chart, but that one does state it can take up to 72 hrs to show.

Two days after that, Charter submitted BOTH payments. When I checked my Charter Acct, the first payment showed up on my "Recent Activity", but not on my "Recent Web Payment Submissions" (it still doesn't show up as of today, 4 days later!). I notified Charter, they said they would "send me" a refund in 6-8 weeks. I needed it now (I have all 3 services with Charter, so my bill is quite high every month - I get NO discount for this) as I don't have a whole ton of bucks hanging around. They couldn't do it immediately. I asked to talk to a supervisor - after 45 min on hold, I hung up. Called my bank, stopped payment on one of the withdrawls (costing me $20).

Since this was a payment on-line, Charter takes no responsibility for these. I am assuming that it is stated in their "Authorization Terms & Conditions", which like everyone knows when it comes to legal terms, nobody can understand it and is left up to the Co. interpretations, most likely.Nice way to treat your customers, Charter!

I have been a very loyal customer for 2 plus years, have all of their services (at top prices) and they treat me like s***. There statement about themselves says:
"At Charter, our mission is to provide value to our customers."That's bull***t. Their mission is to provide value to their own pockets. They don't give a crap about their customers.

Maureen
Mankato, Minnesota
U.S.A.