Charter Communications dishonest, never follow through with promises over charge many Monroe Michigan
On March 26, 27 and 28th our cable and internet had gone out. Then on the 28th my modem went out. I have VOIP so I was unable to call, I did occasionally have dialup speeds on my modem, so I was able to contact the online help. I talked to Zsara who said I was on soft disconnect, which I informed her was not true. Zsara said I had to call in, and I informed her I was unable to do so and why, no broadband means no phone. She insisted I didn't pay my bill and was being disconnected, but I'd been disconnected before I know what it does. I also hadn't received my last bill I knew I couldn't be cut off. After getting nowhere, my Mom came over I borrowed her prepaid phone, informing Zsara once again it was my only method to call in, which she informed me I had to then left.
I called in using the prepaid phone, and sat on hold for a very long time. When I got someone in billing they informed me I was not being shut off, and had not been on soft disconnect, that whoever I talked to misinformed me. Lie #1 from Zsara! The billing transferred me to tech support. After talking to them I was told my modem was bad, and I had to get it replaced, he setup a time for a tech to come out the following day.
When I got it back, I asked about a service credit, which I was informed they'd give me $11.15 pro-rating my internet and cable outage. I informed them it is going to cost me $29.99 plus tax to replace the minutes on the borrowed phone, and they said I should have gone online to do it. I asked for a supervisor, and while the girl tried her best offering me $20 instead of $11.15 she wouldn't let me talk to her supervisor. I finally got mad, and she said she'd talked to him it won't do me no good, but finally allowed me to talk to him. I talked to Jack, her supervisor who informed me they don't pay for cell minutes. I informed him that I wouldn't have had to use these minutes, had thier tech not lied to me. This went nowhere, but he eventually said that due to the situation he'd put the paperwork into my local office, and they'd refund me the $30 but it would take time. Never happened.
On April 9th I'd been informed it would be on my next bill, hadn't happened.
When I called back I was informed the same thing, I once again the reason I was forced to call, by a tech who lied to me. She said she'd put in a request to corporate. This was Ashley, a supervisor I talked to on May 5th. She informed me I'd be contacted soon, hasn't happened.
Charter is full of lies and broken promises, both by the techs, billing and supervisors. You're lucky to get anyone who speaks english anymore, they're sending more and more jobs overseas like many other corporations. I wish we had another company locally, I'd switch in a heartbeat! This company has cost me triple digit minutes on the phone with them, 95% of the time being lied to anyhow. If you have another option, do business with that company, not Charter!
Tim
Monroe, Michigan
U.S.A.
4 Updates & Rebuttals
Kimberly
Gray,Tennessee,
U.S.A.
Overseas people suck!
#5UPDATE EX-employee responds
Thu, July 05, 2007
I know it sucks to have to deal with someone overseas. After being in the top of my call center and working for charter for 2 years they closed our center down. our center was the #1 center for customer service and maybe they will realize that. I do want to point out though, that at any time if someone makes an adjustment to your bill, make sure you get their name and the call center they work for. They should be doing the adjustment while you are on the phone and then once they say they did, tell them to give you the new balance. You can even tell them you will call back after you speak to them to confirm the adjustment has been made. There are always notes on the accounts when you call in to say what you called in for and when you called. Those should be there every time.
Also they won't credit your cell phone minutes, because honestly there is NO way to do that. If you can think of a way, let me know. I could use some too!! But you can ask for discounts on your services for a certain amount of time, and that ends up being more beneficial then $20 bucks for cell phone minutes because most discounts will give you at least 10 bucks off your bill for 6 months and what did you get.....triple the amount than what you originally asked for! If you have any other questions you can contact me. As much as I am angry with Charter, I did love my job and was good at helping people out to save money.
Kimberly
Gray,Tennessee,
U.S.A.
Overseas people suck!
#5UPDATE EX-employee responds
Thu, July 05, 2007
I know it sucks to have to deal with someone overseas. After being in the top of my call center and working for charter for 2 years they closed our center down. our center was the #1 center for customer service and maybe they will realize that. I do want to point out though, that at any time if someone makes an adjustment to your bill, make sure you get their name and the call center they work for. They should be doing the adjustment while you are on the phone and then once they say they did, tell them to give you the new balance. You can even tell them you will call back after you speak to them to confirm the adjustment has been made. There are always notes on the accounts when you call in to say what you called in for and when you called. Those should be there every time.
Also they won't credit your cell phone minutes, because honestly there is NO way to do that. If you can think of a way, let me know. I could use some too!! But you can ask for discounts on your services for a certain amount of time, and that ends up being more beneficial then $20 bucks for cell phone minutes because most discounts will give you at least 10 bucks off your bill for 6 months and what did you get.....triple the amount than what you originally asked for! If you have any other questions you can contact me. As much as I am angry with Charter, I did love my job and was good at helping people out to save money.
Kimberly
Gray,Tennessee,
U.S.A.
Overseas people suck!
#5UPDATE EX-employee responds
Thu, July 05, 2007
I know it sucks to have to deal with someone overseas. After being in the top of my call center and working for charter for 2 years they closed our center down. our center was the #1 center for customer service and maybe they will realize that. I do want to point out though, that at any time if someone makes an adjustment to your bill, make sure you get their name and the call center they work for. They should be doing the adjustment while you are on the phone and then once they say they did, tell them to give you the new balance. You can even tell them you will call back after you speak to them to confirm the adjustment has been made. There are always notes on the accounts when you call in to say what you called in for and when you called. Those should be there every time.
Also they won't credit your cell phone minutes, because honestly there is NO way to do that. If you can think of a way, let me know. I could use some too!! But you can ask for discounts on your services for a certain amount of time, and that ends up being more beneficial then $20 bucks for cell phone minutes because most discounts will give you at least 10 bucks off your bill for 6 months and what did you get.....triple the amount than what you originally asked for! If you have any other questions you can contact me. As much as I am angry with Charter, I did love my job and was good at helping people out to save money.
Kimberly
Gray,Tennessee,
U.S.A.
Overseas people suck!
#5UPDATE EX-employee responds
Thu, July 05, 2007
I know it sucks to have to deal with someone overseas. After being in the top of my call center and working for charter for 2 years they closed our center down. our center was the #1 center for customer service and maybe they will realize that. I do want to point out though, that at any time if someone makes an adjustment to your bill, make sure you get their name and the call center they work for. They should be doing the adjustment while you are on the phone and then once they say they did, tell them to give you the new balance. You can even tell them you will call back after you speak to them to confirm the adjustment has been made. There are always notes on the accounts when you call in to say what you called in for and when you called. Those should be there every time.
Also they won't credit your cell phone minutes, because honestly there is NO way to do that. If you can think of a way, let me know. I could use some too!! But you can ask for discounts on your services for a certain amount of time, and that ends up being more beneficial then $20 bucks for cell phone minutes because most discounts will give you at least 10 bucks off your bill for 6 months and what did you get.....triple the amount than what you originally asked for! If you have any other questions you can contact me. As much as I am angry with Charter, I did love my job and was good at helping people out to save money.