CHARTER COMMUNICATIONS - CUSTOMER SERVICE COMPLAINT

CHARTER COMMUNICATIONS - CUSTOMER SERVICE COMPLAINT

CHARTER COMMUNICATIONS CUSTOMER SERVICE COMPLAINT

CHARTER COMMUNICATIONS HAS THE WORST CUSTOMER SERVICE. The first day they came to my house to set up Basic Cable they left without finishing the installation but yet expected me to pay right away.

The technician told me he couldn't complete the installation because he was late for another appointment and said he would return the next day between 1-5pm. I took the day off from work and waited. No one showed up. At about 5:30pm I called and they told me they will send someone out in about an hour. I waited again and still no one showed up. By this time I was furious.

The next morning I called Charter and complained, they told me they would send someone out again between 1-3pm. Again, no one showed up. At about 3:30pm they called and said that a technician came by the house and no one was home so they needed to reschedule. That was a lie! I had been home all day waiting for them and when I told them that they changed the subject and said they will have to reschedule.

I told them I'm not going to waste any more of my time to wait for them to finish installing my cable and to cancel my account. By the way, they had put me on hold for almost an entire half an hour the the whole time I only spoke to them about 3 min and the rest of the time I was on hold. I think they were hoping I'd hang up and forget about it.

The next thing I did was call my bank and stop payment on the check I wrote them. I'm so glad I will not ever have to deal with them again. I called Direct TV and got a better monthly cable rate and a lot better service than Charter can ever provide. I will not refer them to ANYONE!

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Charter is the worst!!!!!! They don't

listen or responed to the customer!

WHY ARE THEY IN BUSINESS!!!!!

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Charter has the worst customer service, they do not seem properly trained and transfer your call unecessarily. When they do come out, they don't finish the job, or "forget" tools or in my case a modem. Follow up, and accountability is a joke. It's a monopoly so obviously we don't have a choice, but it's inexcuseable and unprofessional.

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We would like to know when Charter can have Photo Show here in the Metro East area ....

Alton, Godfrey, Collinsville, Granite City, Edwardsville, Madison, St. Louis, and Chestefield, Missouri

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when i signed up for charter i only had cable which was 33 AT month for 6 months, so in march when the 6 months was up a gentleman from charter stopped at my house to see if i wanted the bundle package. My husband and i set down to see what kind of deal we could get. With his special customer paper he offered us the biggest bundle for 79.97 for one year. When we recieved our first bill it was over 130.00 which i paid and then called to see what was going on. The superviser Jenny said there was no such price, even though i had the gentlemens name Forrest Pratt and in writing the qoute he gave us. not good enough. From there on they told me i could get the deal for 89.98 per a supervisor. All i can say they are all liars and very unprofessional as a company. they charge you what they want and dont care about you. Even corporate would not help or act even concerned. Dont sign up with charter.

thanks and i will be contacting the better buisnes. i have a folder with every contact and names of conversations with corporate. good luck.

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2 weeks ago we had charter internet service installed and they promised us an update for our cable tv for 6 months free and 24.95 for the internet service for 6 months also. When the guy hooked it up he said he nothing about the upgrade but they have my credit card number so they could care less. I tried to call them with the 888 number but it's too late. They also changed the tv chanel numbers and now we have no tv guide chanel but we can get it with digital and an expensive box. It's time for Dish Network. There complaint dept. sucks and needs a lot of help. Jerry D.

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THE CITY OF LONG BEACH CALIFORNIA MAKES THIS THE ONLY CABLE COMPANY AVAILABLE. AS WELL WE CANNOT GET DSL AS THE CHARTER LOBBY HAS GOTTEN OUR CITY COUNCEL TO ALLOW NO NEW DSL HUBS INSTALLED. THERE IS NOT ONE CLOSE ENOUGH TO MY HOME FOR VERIZON, ATT&t OR PACBELL SO I AM STUCK WITH CHARTER AND DO BUISNESS FROM HOME ON THE ITNERNET. ALL OF THE COMLAINTS ON THIS WEBSITE TOGETHER DO NOT ADD UP TO JUST MY EXPERIENCES WITH THEM. IN THE LAST TWO YEARS I FIGURE I HAVE BEEN HUNG UP ON OVER 200 TIMES AND THATS NO EXAGERATION. JUST YETSERDAY WHEN MY SERVICE WAS AGAIN DISCONNECTED FOR NON PAYMENT (I HAVE NEVER EVEN MADE A LATE PAYMENT BY THE WAY) I WAS HUNG UP/DISCONNECTED SIX TIMES TRYING TO GET IT TURNED BACK ON. GOT IT TURNED BACK ON WITH A SUPERVISORS APAOLGY AFTER THREE HOURS. GET UP THIS MORNING AND START WORKING AND GUESS WHAT? ITS DISCONNECTED AGAIN!!! AND GUESS WHAT ELSE, I JUST GOT HUNG UP ON/ DISCONNECTED FOR THE THIRD TIME THIS MORNING TRYING TO GET IT RESOLVED. I SAY CHARTER MUST BE PAYING VERY BIG DOLLARS INTO THE CAMPAINS AND POCKET BOOKS OF LOCAL OFFICIALS TO GET IN THE DOOR AND STAY. THERE HAS NEVER BEEN A WORSE RUN BUSENESS THAT I HAVE EVER ENCOUNTERED.

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If it was not for Charter being the only company available at my address for cable, I would not get them at all. The technician who was supposed to install my cable today called the wrong number. I gave two number to the operator who took my order yesterday, the primary contact number, and a backup number. The backup happens to be my cell phone which was left at the house this morning. However, I indicated very clearly what the primary number was to be. The technician either wasn't given that number or didn't bother calling. He lied when he reported to Charter that he left 4 voicemails (he only left two on the wrong number) and my fiance was at our house waiting, on time. We live thirty minutes from the town we work in, and he had to take off of work. The 1-800 customer line is absolutely bs. I've never spoken to such incompetent, unwilling customer service support. They should be called the "We Don't Give a Crap" hotline. I made it very clear that is was absolutely unacceptable that my installation be rescheduled because the technician didn't have the right number, and then was dishonest about his attempts to call. He just wanted to get home early on Friday. There's no way he was at my house at the time he said he was, because my fiance was there. The tech also said, when my fiance called, that he was already at home and had showered and was sitting on his couch. The area he told us he lived is almost an hour's drive. How did he get there AND shower within 30 minutes of supposedly being near my house???? Exactly. And what was "customer supports" answer to this? "There is a memo on the account stating that the technician left 4 voicemails and you could not be reached. We have no choice but to reschedule." My question was, because of a memo where the technician was dishonest, and a clerical error where the operator placing the order didn't put the right number down for the technician?????

I was understandably perturbed and got irritated, and the supervisor I asked to speak to was even worse. Very snotty, condescending. I was nothing more than an angry customer who didn't deserve any help. Yet I was angry rightfully so, and because of CHARTER's and their technician's mistake, not mine. So now my fiance or I have to take off work AGAIN. If they don't show on time, I am going to cause the biggest ruckus I can. I can see from some other comments that it may not do much good. I will certainly contact my commissioner. I love Mediacom's service and support. If you have a choice between Charter and anyone else, pick anyone else. I work in customer service and theirs is so lacking I am tempted to call and just start yelling and cursing at some of their operators just so I'll feel better.

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That company repeatedly fails to correct its own internal billing mistake.

Numerous communications with them were non-productive. Spoke with rep on 6/30/08, Ticket number AM5926146, On 7/1/08, Ticket number AM5934875, on 7/3/08, on 7/8/08.

Every time I’m assured that mistake will be resolved. Payments are made electronically from my bank to Charter, so they never can say check been lost, etc. On every payment there is a confirmation from bank. For totally unknown to me reason they were applying payments to an old, closed account of mine. The old account was cancelled more than 6 months ago and account has been transferred to the new address. But they are still applying payments to an old account, which is closed. At the same time they keep sending me letters that my account past due, etc., etc. It’s totally unacceptable.

On 8/29/08 I once again spoke with rep. Once again was assured that it will be Ok. Once again was told that money went to an old closed account. Once again was told apologetically that it’s their mistake and it all will be corrected. On 8/8/08 I’m receiving a letter of yours dated 8/05/08 with pending disconnection notice, etc. It’s totally unacceptable.

On 8/8/08 late pm I called customer service again. At that time I asked to speak with a shift supervisor. Her name is Lancer. Once again she told me that it’s a mistake and I was told that she will forward the special form for correction to the local office’s billing department for correction.

On 9/9/08 I had a live chat with your rep., faxed letter to local office. At the same time I paid for the 2nd time (!) the money requested, which due to their mistake went to the wrong account. It's a nightmare with that poor service, rip-off company!!!!

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I called their technical support, horrible service. The reps technical expertise is limited to unplug/replug your cable modem. I spent a whole saturday calling them, becuase they don't pick up the call and mute you hoping you hang up and keep calling. Ask for a manager or supervisor not chance this girls won't transfer you they will just hung up on you. On one of my calls this girl picked and repeated what I was saying then brrr me withe her tonge. I was fumming, and not getting through to what it seems these mexican girls thought they have control of the phones. Not true, when cancel my service I will be the one in control. It didn't matter you can press 1 for English or press 2 for Spanish you get the same mexican girls. So you know, while in mute your are on the line, they are having conversations they didn't care if your on the line. So, after many tries and hung ups, mutes, my call was picked my a mexican man. Very polite, and flat out told me he can reach my router, so he will sending a technician. The weekend without internet, and on monday the technican shows up, first thing out of his mouth "You are using the wrong cable modem" What the hell, how can you use the wrong cable modem? I asked. Well he knew he couldn't answered that. He called his office and turns out somebody inputed and old cable modem I used to have in their records so my modem was drop from their table and theirfore I was not able to connect. No apologies, no sorry for your troubles, nothing. The next day I follow a complaint withe Better Business Bureau, Charter Communications does the customer wrong, right looking for another service, I will never sign up or considered this comapany.

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its soooo true, everything that everyone has said.

i have never dealt with such poor customer service, ever!

if i didnt have to use them, i wouldnt. the best thing about my next move is that i hopefully wont have to deal with charter. i may base my entire move around my cable and internet provider not being charter.

charter sucks!

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I am relieved that it is not just me that has had the worst experience with Charter. I just moved to SC 1 week ago and was forced into Charter by my apt. complex and have had THE WORST experience with them. Not even going to go into details because they are the same as everyone elses... technicians not showing up, technicians not doing the job right, horrible customer service, billing issues etc. Please if anyone hasn't done so already write to your local public service commission & charter headquarters and complain then switch providers.

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Internet service is one of those things that most households in America usually have. It's like TV or phone service, you just have it.

Charter is who I have had for the past 3 years, but not for much longer.

Charter has been the WORST company I have ever dealt with on anything in my entire life. I have never had one good experience with them. I like others here have waited on techs who never show up appointment after appointment, yet say they were here, and I wasn't.

When I got internet through charter I sat here every day 8am-7pm (stay at home mom)through FIVE missed appointments on their side, once was because they went to the wrong address, the rest they said they came and no one answered, which is utter BS. The sixth time was an after hours appointment as a "favor" because of the previous missed appointments. I should have canceled it right then and there and went elsewhere.

Since having charter for internet I have had outage after outage. I have become an expert at restarting the cable modem, checking stream speed, signal strength, ect. Every time I call, it goes to their phone center in the Phillipines. If I get a rep that is truly understandable I consider it a lucky day, most of the time they are rude, and could care less. They are poorly trained, and the main answer for any problem is "it must be YOUR router" or "it must be a computer problem on your end" even though I have 4 computers and 1 laptop that runs the service and all have the same issue whether through the router or connected individually to the charter modem itself...yes gee it must be all the computers having the same hardware issue, even the brand new laptop! God, I know why I don't have super hero powers now. If I did I would have nuked charter off the face of the earth by now. 1 more week and I will have a new provider and I can hardly wait to make the call to DISCONNECT SERVICE FOREVER!!!

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Here is my letter to Charter, outlining my ongoing battle. Anyone have a corporate complaint address or email?

"The level of customer support that I have received from Charter in general has never been great, nor even regularly what I�d deem acceptable. However, recent events have shown my earlier estimates to be quite false as your level of customer service has plummeted from poor to atrocious. Before I elaborate on the ridiculousness of the past week, let me summarize my past two (almost three) years of experiences with Charter.

Initially, I had both TV and internet and my service in neither has ever been consistent. We would go through phases of sometimes weeks without interruption, but they always ended. I�ll cut to the end result of the TV side of things; we switched to satellite. With kids in the house, a single day without TV can be a nightmare, but when we start approaching multiple days and surpassing a week, a switch was necessary. This did nothing to impact the level of service I�ve received regarding my internet service.

Anyway, as I�ve never been a fan of DSL and dial-up is not an option, I made the decision to stick it out with Charter providing internet and, with some apparently poor advice from your techs, see if the internet connection improved with the TV connection out of the loop. This hasn�t seemed to be the case. During the last couple of years, I have personally upgraded the modem and run new cable wire as both had been blamed by your technicians. There was no resulting improvement.

At one point, a tech came out and changed something in the box on my house, stating it was the problem. My connection was faster�for a while. They returned, checked my box then move to the curb and corner and reported a change there should fix the problem. Again, that fix lasted for a little while, days or weeks. They returned again, stating the cold weather to be the most likely culprit, though I�d had the problem through all weather conditions and, after checking the curb again, called in a second tech to assist in what I was told was a fix at the head of my neighborhood that would fix the problem. Again, this fix lasted for a short time.

During this time I�ve also been upgraded to faster connections, as I was told, to see if the greater speed fixed the problem. For some time it did. However, the speed would occasionally change or I�d suddenly have to start paying for it, an option that I simply don�t find acceptable as the higher speed was being provided as a solution to Charter�s technical issues that, so far, they have been unable or unwilling to correct. I�ve had that battle several times with your billing and technical departments. I will say that, until recently, the 5mb speed versus the 3mb speed, while not permanently eradicating the service interruptions, had seemed to make them less frequent.

I will admit, however, that I�ve been inconsistent at times in my reporting of the issue. Though I�ve called many, many times, there are at least as many times, though probably more, where I have not. If the connection failed in the late evening, I would go to bed intending to call the next day. Many times the service was back when I returned home from work the next day. I did report recent outages to the tech on my next actual call, though I can�t say they recorded any of my statements as most seemed to treat my issues with a general nonchalance.

Recently, however, my connection has barely lasted a consistent week. I began calling in December with connection issues. Finally, I was informed that the problem had to be my modem and that it had apparently gone bad. There were some technical reasons given for this conclusion, but nothing I hadn�t heard before regarding every other fix presented. I agreed to take a new modem from Charter that was more �technically advanced� and would fix my problem. At that point I was also paying for 5mb service, as I�d worn out the �promotion� I was given on the free 3 to 5mb upgrade�never mind this was done to fix my connection issues. So, I bumped my service from 5 to 3mb to offset the cost of the modem. I was then informed that they were putting me back into 5mb for 3mb price using a currently running promotion (end of December.) A few days later, I received the modem and my connection did seem to work ok�for a short time. I called back and not only was informed that I wasn�t getting 5mb for 3mb, but that the modem I was using (provided by Charter) required 5mb service to be used consistently. If this was true, how could the first tech, the one who proposed the modem, also propose that I drop the level of connection to offset the cost when I expressed my reluctance to rent equipment? I was informed that I didn�t qualify for any upgrade promotion as it was January, even though the promotion was running when I initially called. Needless to say, I was not happy. After repeating the entire process thus far to the tech and a supervisor, the promotion was somehow found and reapplied. To fix the issue, signals were resent to my modem as it had apparently not been set up correctly on either end.

From that time to last week, I�ve called several times and requested a signal reset. When one of your techs knows what it is and how to do it, it has fixed the problem. Sure, it�s inconvenient to call and sit and wait and re-explain the same exact issue over and over, but it was getting me reconnected. The other techs seemed to have no clue what I was talking about, so I was basically told there was nothing to be done. There were at least 2 that knew what it was but refused, for various reasons, to reset my signal. Having had this done several times already, I knew it was fairly quick and could be done from where they were. However, I was told it would take hours or days to get that done and they had to issue special requests. At any rate, there is definitely inconsistence in the competency levels of your support personnel. That�s as nice as I can put that.

I then received my bill. I was charged 50$ for a service call to bring me the modem. After calling and explaining the entire situation again, a request was put in by an on duty supervisor to have the amount credited back to me. I still had to pay the bill, but hope this ridiculous charge was credited back to me. The inability of your system to allow neither tech nor billing nor supervisor to see any kind of history is simply inexcusable with all the database management applications available today, but more than that, it has wasted so much of my time that I can�t begin to count it and has likely contributed to the inability to solve my issue.

That brings me to the past week. I initially called at the end of the week (Feb 15th) but again, couldn�t get a connection. I called again Saturday, February 16th. We walked through several items and I was eventually told there was an outage in my area. I left town and returned Monday to a successful, albeit slow, connection. This only lasted a few days and my connection was once again out. I went to bed and returned the next day still without connection. After calling tech support, an appointment was made as the modem itself wasn�t registering enough signal to be accessed from Charter. I agreed to a 1-5pm appointment on Friday, February 22nd. At that time, I informed the tech that my home phone was not in service and provided my cell phone. He read it back to me correctly and stated that it was in the work order.

When Friday arrived, I left work early to be home for the appointment. I received no call in the morning as had been reported I would, but I had also received no calls prior to my last appointment to receive the modem, so this didn�t concern me. By 4:30, I was somewhat concerned and decided to call. I spoke to a representative that not only read me back the correct contact number, my cell phone, but opened up the tech�s info and informed me that he updated his log that he was on site with another customer as of 3:30 and was having some difficulty there. He had also updated arrival time at my home to be 4:59. So, I got off the phone still expecting to see a tech.

At 6:15, I spoke with a young lady in customer support who was less than helpful. She rudely informed me that my appointment had been cancelled due to non-contact and immediately informed me that a new appointment, one that I must be present for, had to be made. I assured her I was present and asked for the phone number that was called. She read back to me my out-of-service home phone. When I asked about my cell number, she could not provide it and stated it was not on the ticket. I asked what time it had been cancelled and she told me 3:20. At that point I explained what the previous representative had told me and my concern that their stories did not add up. I requested a supervisor and she refused, again insisting I make a new appointment. I told her I could not take another half day off work to resolve the issue and being Friday, requested a visit sometime over the weekend. She insisted I take the Tuesday, February 26 appointment she had offered. Again, I requested a supervisor and she refused, informing me that they didn�t have supervisors. I requested her name and was met with the insistence that I make an appointment. Frustrated, and seeing I wasn�t getting anywhere, I accepted the appointment though I stated that I would not be there during a portion of those hours as I could not leave work early again to accommodate the 4 hour window. She pretty much hung up on me after that.

I called back immediately and explained the entire situation again. This representative was very apologetic and transferred me to a regional representative who transferred me to a supervisor. I explained the entire situation again to the supervisor who seemed completely unconcerned with my situation, neither the appointment itself nor the abhorrent behavior of one of his representatives. However, after some time on hold, he did report to me that he was able to escalate my appointment with a �must-do� classification and assured me I would be visited Saturday, the next day. Assuming this was the best I could hope for, I left it at that after once again reporting and confirming my alternate phone contact.

Mid-morning on Saturday, however, I called in to confirm not only my appointment, but that my phone number was correctly recorded. I once again found neither to be the case. I went through the entire explanation again and was informed they had no way of seeing �must-do� escalations. However, after my insistence to speak to a manager, the representative returned from having me on hold to inform me they had checked with local dispatch and had confirmed I would be visited that day. Once again, I provided my correct phone number and it was correctly read back to me.

Mid-afternoon on Saturday�just re-read the proceeding paragraph. I went through the exact same set of events, re-explaining, getting reluctant assurance of appointment after being put on hold and again being assured that my phone number was being tracked correctly.

Late Saturday afternoon�again, repeat above. Yes, three times in the same day or 6 times in 24 hours if you count the multiple calls, representatives and supervisors the night before. This is entirely ridiculous. I was again assured the appointment was still on, though it was quite late in the day. This time, however, I left the conversation with a better feeling, as this representative had found why my phone number wasn�t showing up. Apparently your work forms are multiple pages or require scrolling on a pc screen. She managed to scroll down and find it and place it in an alternate phone number field near the top that it hadn�t been recorded in�not once through the at least half-dozen representatives and multiple supervisor to which I�d spoken. Apparently, your customer support representative and techs lack the training, ability or proper motivation to successfully navigate their own work order forms. Again, I can�t express how utterly ridiculous I have found this farce of a customer support effort to be.

After 5 and 6 pm rolled by on Saturday, I gave up expecting anyone to show up not only that day, but any other day before my scheduled appointment time on Tuesday. On that day, I�m quite certain the tech will be early, which would be a first as I�ve never had a tech show up before 5 on a 1-5 appointment, and well before I get home from work. This, of course, will result in forcing me to schedule another appointment, a prospect I do not look forward to."

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I am living a Charter nightmare too. Two months ago i had Dish installed. I called Charter to have my internet reconnected {the Dish guy pulled the wrong wire} The Charter person told me he would cancell my TV service for me. The Charter workers came out..fixed the internet and offered to take the cable box in for me and to credit the account.

Charter is still billing me. They show no record of my cancelling the service or the guys taking the cable box. A Pox on Charter

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Charter Communication sent out an installer On Jan. 9, 2008. He was a Spanish guy name Ulysses who did not speak english well. He asked me what my name was I aked what his name was because he was about to enter my house. He was taking down old wires putting up new wires and hitting my car in the process asking me to help. We decide to down grade because the price was not what they said it would be so we unhooked the cable to take the boxes back but the cables were too tight and instead of them have us to bring the DVD inwhich the cable is still stuck to that wanted to send someone out on Jan. 28, 2008 and never showed. Went to see why and I was told that they came out on the 23rd lie I was here. I was told that they would be out at 8pm again no show again. Call customer Service earlier and they told my wife that the schedule was for tomorrow Jan. 29th between 9am and 11:30am and we will see. Meanwhile I can't watch DVD's because it's most likely broke.

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Charters’ Customer Service Representatives are absolutely awful. I spent over an hour on the phone requesting to pay for services I was receiving. I was tossed around from one section to another and no one was able to help me. I ended up having to set up a new service in order to receive a bill. THIS IS THEIR MONEY I AM TALKING ABOUT.

The next time I called was because they SUSPENDED my services because I requested termination. I asked for my services to be cut off on a specific date only to find out that they SUSPENDED my services two weeks early. I had no internet. I absolutely hate Charter. They are not military friendly and they suck. If I have no other choice for cable then I will go DISH. I WILL NOT BE USING CHARTER FOR A VERY LONG TIME!!! HOPEFULLY NEVER. I WILL NOT BE RECOMMENDING THEM TO ANYONE.