Complaint Review: Charter Communications - Saint Louis, MO Internet

Horrible Customer Service.

Failure to correct billing Failure to follow through on promises Different answers at every interaction Sold account to Collections Charter changed their acceptable use forcing me to transfer my service to Business class. The Transfer went through. Except charter did not stop billing. They continued to bill be for residential even though it was supposedly canceled. I called in a month after transfer after getting a disconnect notice. I spent at least an hr on the phone with the billing supervisor. They advised they were going to backdate the account to the correct billing date and send a tech out to collect no longer needed hardware.

I made it 100% clear to the person on the phone that I still had charter service not to disconnect me. However the tech when they came out did not come to my door to collect my hardware but instead Disconnected my service. Leaving me down and costing me vital income due to the interruption. Charter then tried to tell me it was an area interruption. Which it clearly wasn't. A charter agent even told me to wasn't. They took hours upon hours to restore my service and still did not collect their hardware. Many calls over the next two months and 2 promises by charter to send me a box to send the hardware in and never getting it and they sold my acct to collections.

Even though they had yet to collect their hardware or yet to even send me an accurate bill reflecting the $6x.xx dollars the agent first told me I would have left. At this point I contact Charter corporate offices. And start working with Candy. She tells me That charter has sold the account to collections and they show a balance of $18x.xx not $60 ( I hadn't gotten a bill in that amount either) + the DVR that charter had failed on a total of 4 times to collect as they had promised. This was a month ago. I say fine. And have someone take the hardware to a charter office. I report this to Candy who can then find no record of it. And says the office should have given me paper work. They didnt. A week or so goes by.

I hear back from Candy they show the DVR as back but that I have a modem of Charter. I have no modem of charters except the one for my current service. I then hear nothing back from Candy. I then work with a Gentleman who says the modem was a mistake and showed properly as my own modem and not charters. At this point I inform charter they have wasted 3 months of my time. And given me the worst service of my life and that I want them to wipe to the balance on the old acct to make up for my lost time/income. I hear nothing back from this gentleman. I then call charter back. They are refusing to wipe acct balance.

They show no record of the agent giving me the $6x.xx amount and they will not pull the acct from collections unless their is an error in the amt. There was an error. It was not my fault that they did not pick up their hardware. I even returned their hardware. The amt they are giving me is not the amt that the agent first gave me. And they refuse to answer for this horrible experiences. I also give them times to call me and the number to call me on and they continue to call me on the incorrect number at the incorrect time. Today the agent that called me now says I owe $22x.xx because I have one of their modems. This is the first time I have heard of this or this amount. Everyone gives me a different number and reason and it is well past ridiculous.