FALSE CABLE / INTERNET DEAL, NEW CUSTOMER SCHEME

ON NOVEMBER 21ST 2007, I HEARD ON THE RADIO (96.1 FM) A COMMERCIAL FROM CHARTER COMMUNICATIONS PROMISING BETTER RATES FOR A COMBO OF 5-MEG INTERNET AND BASIC CABLE FOR $24.98 FOR A FULL YEAR. THE AD PROMISED NO INSTALLATION CHARGES (cable $9.99 and internet for $ 14.99).

AS AN EXISTING CUSTOMER I ALREADY HAD THE 3 MEG PLAN FOR $29.99 A MONTH FOR INTERNET AND $9.99 FOR BASIC CABLE FOR 6 MONTHS ( I SIGNED FOR THAT PLAN IN AUGUST OF 2007). WHEN I CALLED CUSTOMER SERVICE TO INQUIRE ABOUT THE DEAL I HEARD ON THE RADIO, A LADY SIGNED ME UP RIGHT AWAY: SHE CHANGED MY PLAN FROM A 3-MEG TO A 5-MEG AND BASIC CABLE FOR ONLY $24.98 FOR A FULL YEAR INSTEAD OF THE CUSTOMARY 6 MONTHS. SHE DID NOT TELL ME THE NEW DEAL IS ONLY FOR NEW CUSTOMER.

ON JANUARY 4TH 2008, MY E-BILL REFLECTED CHARGES MATCHING THE FULL PRICE OF THE 5-MEG INTERNET PLAN WHICH IS $49.99 AND PRO-RATED CHARGES FOR BOTH THE 5-MEG AND 3-MEG PLANS TOTALING $24.51. SO, ON THE SAME DAY I CALLED CUSTOMER SERVICE TO DISCUSS WHY MY BALANCE IS $87.15 INSTEAD OF THE PROMISED RATE OF $24.98. THE GENTLEMAN ON THE PHONE ADMITTED THAT HIS ASSOCIATE HAD MADE A MISTAKE BY SIGNING ME UP FOR A NORMAL PLAN THAN THE ONE I ASKED FOR (THE DISCOUNTED ONE). HE THEN SAID HE WAS GOING TO SPEAK TO A MANAGER ABOUT FIXING MY BILL.

THE MANAGER CAME TO THE PHONE(KICKING AND SCREAMING) BUT TOTALLY CHANGED THE STORY BY DENYING ANY MISTAKE MADE BY HIS EMPLOYEE. INSTEAD HE TOLD ME THAT THERE IS NO INFORMATION ON RECORD PROVING THAT I ACTUALLY CALLED LET ALONE SPOKE TO ANY AGENT ABOUT CHANGING MY PLAN, WHEREAS THE PREVIOUS AGENT CLEARLY TOLD ME HE SAW EVERYTHING ON HIS SCREEN.

SO, I MUST PAY THE $87.15 EVEN THOUGH IT'S THEIR EMPLOYEE'S MISTAKE. THE MANAGER GAVE ME THE CHOICE OF GETTING SERVICE ELSEWHERE OR PAYING THE BILL AND RETURN TO MY PREVIOUS PLAN FOR $29.99 BY GETTING THE 5-MEG PLAN FOR 1 YEAR AND BASIC CABLE OR $9.99 FOR 6 MONTHS.

IN SHORT, MY BILL SHOULD HAVE BEEN $24.98 BUT INSTEAD BOTH THE CUSTOMER SERVICE AGENT AND THE MANAGER ON DUTY INSIST THAT I PAY THE FULL BUT INACCURATE CHARGES OF $ 87.15 THE MANAGER'S NAME IS DENNIS AND HIS ID IS FB7.

I AM ON WAY TO REPORT THE INCIDENT TO THE ATTORNEY GENERAL'S WEBSITE AND FILE FOR ACTION.