Phone Service - Charter Communications

August 12th, 2007

Charter Communications

Corporate Communications

12405 Powerscourt Drive

St.Louis, MO 63131

To Whom it May Concern:

I am writing to you about the service (or lack of) that my husband and I

have been provided. I am hoping this lands in the hands of someone who

cares (if there is such a thing at Charter). We have been long-standing

excellent customers of your company for over 8 years. We recently moved and

called to request that our services be transferred to our new address.

After an hour long phone call and being put on hold multiple times, the

appointment was set up for our services to be transferred on 7/26 from 4-8.

The technician was on-time and polite, but after he left only our internet

and cable were transferred to our new home..we were missing our phone line.

After calling Charter to rectify the situation, we were told that we would

have to pay $29.99 per month going forward for our phone service. In

addition, we were told that we would have to pay another service fee to have

our phone service hooked up and we would lose our phone number that we have

had for years. We were not willing to accept this as we were paying $14.99

for our service before we moved and we had already paid the transfer fee.

After spending 5 hours on the phone on 8/4, we finally were put in touch

with Odister Whittiker (a service manager) who said he would correct the

situation for us. Multiple times we were told that he would call us back,

but as of the end of the day on 8/4, he did not call us back. We finally

got in touch with him again on 8/5. He told us that he was able to waive

the service fee, set up an appointment for phone service to be hooked up on

8/11 from 8-12, and that we would be charged our previous monthly charge

going forward. We left that conversation very happy that everything was

FINALLY resolved.

On Saturday, 8/11, my husband called around 10:00 to make sure someone would

be arriving soon to hookup our phone. The associate assured my husband that

someone would arrive by 12:00. At 12:15, no technician had arrived. My

husband called and was told that our appointment had been canceled and that

we could not have our phone hooked up that morning. He was also told that

since our appointment was canceled, there was no longer any record of the

work Odister did to waive our hookup fee and keep our monthly fee the same

as we had been charged prior. We were now back at square one. I got on the

phone and spoke with a manager named Lisa, Lisa transferred me to another

department, where I was told that I was put on a list for emergency service.

The technician indicated that we would have service hooked up later that

day. 8/11 came and went and we did not receive another call nor did someone

come to hookup our phone.

All we are asking for is that our phone be hooked up in a timely manner and

that we keep the same services and prices that we had before we moved.

Instead, we have received poor customer service, have wasted 10 hours of our

time talking/arguing/ and going in circles with your company, and we now

have a very bad taste in our mouths about the type of business you run..and

we still do not have phone service at our home. This is unacceptable that

hooking up phone service be this difficult and cumbersome for a customer.

My husband and I are trying to start up a small business at this time and

instead of working on our business, we have wasted countless hours trying to

get phone service at our home. As a result of your poor service, we have

not been able to use our fax to send out important documents, etc for our

business. You have put the start up of our business in jeopardy and we are

now looking at the other options we have (Qwest). Is there anything you can

do to rectify the situation at this point, or are happy to have left

long-standing customers feeling so deserted?

One last thing...the name of your company should be changed to just Charter

Crap..for Charter Communcations does not acurately describe the service you

are providing. Your company has a long way to go in way of communication.

It is outright wrong that you call yourselves a communications company, for

you only have a lack of clear & direct communication with your customers.

Dissatisfied customers,

Sarra Torborg-Johnson and Shaino Johnson

Cc: BBB, Charter Email, complaints.com