- Report: #38948
Complaint Review: Charter Communications - Reno Nevada
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Charter Communications
9335 Prototype Drive Reno Nevada Reno, 89511 Nevada, U.S.A.
Phone:
888-954-8484
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Charter Communications deceptive dirty ripoff liar dog company Reno Nevada *UPDATE ..The Final Outcome
They cutoff service after payment received .....
Ok, I admit, my payment was late, but I never received a bill. Yes, I could have contacted Charter, but didn't realize the missing payment. I noticed the mistake after receipt of a subsequent bill the following month which requested a double payment. After verifying my checking account and realizing the mistake, I wrote the check for the double payment. Cool.
That check was mailed on Saturday. Assuming the worse case with the US Postal System, it's safe to assume the check arrived on Wednesday, maybe even Thursday. Thursday night, the cable service was cutoff. Thinking it was because of a recent storm, I waited until the following afternoon to call Charter.
It was then I was told that the service was stopped for non-payment, however, the Representative I spoke with told me that a payment was "pending", which turned out to be the double payment I had sent in the previous Saturday.
When I asked when the check was received, the rep could not tell me. I am of the opinion that the truth would show the payment was received BEFORE the service was cut off, something the rep did not want to divulge. She told me that the order to disconnect was issued by the computer 5 days ago.
So, I asked if the payment had been received, why would the service be disconnected. Wouldn't something be done upon receipt of payment to stop a disconnect? The answer: "Not necessarily".
OK, then, what will it take to re-intall the service. Well, the first day they can come out is 5 days from now and it will cost me another $26 re-connect fee plus first month service up front. I told the kind lady that if the reconnect fee was not waived, I would be looking into DirectTV or Dish Network.
She told me that was the company policy for new orders. I'm not a new order, I've been a customer for over two years, have moved once and payed a second re-connect fee when I moved. Again, I asked, "Is it your company's policy to drive customer's away just because of $26?" She told me there was nothing she could do.
I went ahead and scheduled the re-connect, however, it left a bad taste in my mouth. This morning, after some investigation, I contacted Dish Network. They will be coming out on Christmas to install my new Dish system. The kicker is that not only will I be getting more channels, including local channels, I will be paying less per month to boot.
Now, I look forward to one more call to Charter to cancel my scheduled reconnect. I feel real good about now.
Jim
Gardnerville, Nevada
U.S.A.
Ok, I admit, my payment was late, but I never received a bill. Yes, I could have contacted Charter, but didn't realize the missing payment. I noticed the mistake after receipt of a subsequent bill the following month which requested a double payment. After verifying my checking account and realizing the mistake, I wrote the check for the double payment. Cool.
That check was mailed on Saturday. Assuming the worse case with the US Postal System, it's safe to assume the check arrived on Wednesday, maybe even Thursday. Thursday night, the cable service was cutoff. Thinking it was because of a recent storm, I waited until the following afternoon to call Charter.
It was then I was told that the service was stopped for non-payment, however, the Representative I spoke with told me that a payment was "pending", which turned out to be the double payment I had sent in the previous Saturday.
When I asked when the check was received, the rep could not tell me. I am of the opinion that the truth would show the payment was received BEFORE the service was cut off, something the rep did not want to divulge. She told me that the order to disconnect was issued by the computer 5 days ago.
So, I asked if the payment had been received, why would the service be disconnected. Wouldn't something be done upon receipt of payment to stop a disconnect? The answer: "Not necessarily".
OK, then, what will it take to re-intall the service. Well, the first day they can come out is 5 days from now and it will cost me another $26 re-connect fee plus first month service up front. I told the kind lady that if the reconnect fee was not waived, I would be looking into DirectTV or Dish Network.
She told me that was the company policy for new orders. I'm not a new order, I've been a customer for over two years, have moved once and payed a second re-connect fee when I moved. Again, I asked, "Is it your company's policy to drive customer's away just because of $26?" She told me there was nothing she could do.
I went ahead and scheduled the re-connect, however, it left a bad taste in my mouth. This morning, after some investigation, I contacted Dish Network. They will be coming out on Christmas to install my new Dish system. The kicker is that not only will I be getting more channels, including local channels, I will be paying less per month to boot.
Now, I look forward to one more call to Charter to cancel my scheduled reconnect. I feel real good about now.
Jim
Gardnerville, Nevada
U.S.A.
3 Updates & Rebuttals
Daniel
Rochester,Minnesota,
U.S.A.
What should have happened
#2UPDATE EX-employee responds
Fri, May 16, 2003
The way 'Charter's' computers are set up there are situations that the CSR completely has their hands tied. Yours is one. Yes, if you would have called they could have cancel the work order for the disconnect or got you into the office to directly make the paytment. The computer software they use posts the check to the account when the check has cleared not when it arrived. This is why your check was pending (depending on location it takes 3-5 days after arrival to post, just like any other check). I had this happen to me a couple of times and I never charged a late fee if this was a one time thing. I persume they told you to pay your bill, or that this is a service not a necessity and they can disconnect and charge you a reconnect.
mandy
can,Georgia,
U.S.A.
it was late
#3UPDATE Employee
Mon, January 13, 2003
for one, don't blame the phone rep. yes, she should have waived the reconnect fee, but the fact is, you should have called and let them know the payment was on the way. then they could of added a note to the account and you would've saved alot of trouble
The Final Outcome...
#40
Sun, December 29, 2002
OK, I made that call. Cancelled the reconnect and now enjoying Dish Network. Top notch customer service and a great alternative to Charter Communication Cable TV service. It doesn't surprise me, however, that after making the call to cancel my reconnection to Charter, that on the appointed day, a technician arrived, ready to do the installation. It stands to reason that with this kind of customer service, (add in the nightmares of others who have made their own ripoff reports on this company) more and more people will be looking for other alternatives as well. Might I suggest Dish Network?
