Charter Communications/ Internet Service Provider

Charter Communications Hickory+Lincolnton NC

I am being charged $5 a month to rent MY OWN MODEM

7-24-2006 I found out last week I have been charged for 25 months @ $5 a month for MY OWN MODEM. Why would I rent a modem from them when I can buy it and it is paid off in about a year? Oh yeah so I can use a knowledgeless tech to not fix a problem that a guy in India can fix (or not) equally as well. So now they owe me $125. The reason this wasn't noticed sooner is because they do not break down their bills. The nice man on the phone told me he would have to apply for the refund since he is only authorized up to $30 and to call back in a week if I haven't received any word. Of course no call. So I call back today. After being on hold 30 minutes waiting for a supervisor I am told that I have to take my modem down to my local charter office, 30 miles away, along with proof it is mine. If they send a tech out they will have to charge me.

This is just another on a list of problems with them from my account. It wouldn't surprise me if my account is flagged and I always get a hold time to get my call answered. I wrote an email to them today. I got this reply: I apologize for your bad customer service we do currently have you using one of our modem serial # 000C41DECC3C. we would love to fix this problem we have to options you could take the modem in with a receipt or another proof or we could sent the tech out to verify the Problem with the second choice is cost of the tech.

Why do I have to waste my time and money driving out to the so the error they made can be resolved? AND I am going to be charged for my modem until I prove it is MINE. Luckily I saved the receipt. AND That is not my serial number! I can't say I am looking forward to going to the local (monkey) office and getting jerked around. I doubt they will refund my money anytime soon too. But they have no problem raising my rates $30 over the past 2 years. Plus charge me a late fee because they say I will be billed electronically but then the payment never came out. I called 3 times and over 6 months and finally the 3rd person knew that the information needed to be reset.

I now wish I had searched the internet for problems with them sooner.

I sent them another email in reply to what they sent me:

Well, that is NOT the serial number on MY modem. It is not even close. I assume it is the number that is next to the words "serial number"? Mine starts with a K.

When I take MY modem to my local Charter office are they going to cut me a check for the $125.00 that is owed to me?

Is there going to be a problem since MY modem has a different serial number than the one you say I am renting?

Am I going to continue getting jerked around when it comes to getting MY money back for the rent I have been paying to use MY modem?

Doesn't your company mark THEIR equipment some how?

***I have yet to receive a reply.

7-28-06

Went to my local charter office today. I explained I am being charged to rent my modem. They never looked at the receipt showing I purchased it from Staples. She took the modem and put in the new serial number in thier records probably so they can say it is thiers again. She assured me I won't be charged in the future. I asked about my refund and she will have to "research" it and she will call us back on Wednesday. We asked for her phone number and she promised she would call. They asked about the modem that got struck by lightening, and where the modem I purchased from them was....my reply "I have never ever purchased a modem from your company before. Why would I when it is paid for in a year if I buy it myself." I asked for my refund for December until now and again she is going to have to research it. I totally see this getting no where quickly, I bet they are going to claim that I had been renting one from June 2004 until Decemeber 2005-BUT I HAVE NOT! If I was renting a modem then why didn't I make them replace the one that got a zap of lightening????

Oh and no reply from Charter on that email. SURPRISE!

Valerie

Comment On This

it is the same case for me. When I tried to cancel my service, they told me to return the modem that was when I found out they had been charging me rental fee to use my own modem (same case here: did not have separate charge for service and modem rental). I have proof that I purchase the modem from Ebay. What is the best option to dispute this?