The problem, I received a bill from Charter for internet, phone and television services for October. The last bill was paid on 12. Sept. and you will recall on the 15. Sept, we began 3 days of installation hell with Verizon. We had no telephone, no internet, and no phone services for those three days.
I called Charter Customer Service only to be told since my name is not on the account, they could not speak to me. Even though I'm the one who pays the monthly bill. An argument ensued and I asked to speak to a Supervisor. Was put on hold and the call never answered.
I call a second time and had to endure the same song and dance, and the frustration of being put on hold and no supervisor picking up in a timely fashion. By now, I'm spitting nails.
From the Charter website, I followed a link to talk to a live representative. I pretended to be Himself. Part way through our conversation, I almost asked the representative if she was mentally impaired. Bostonians will instantly understand the expression I was going to use including the colorful adjective. At this point, I began typing in CAPS
Here is the actual transcript:
Thank you for choosing Charter Chat Live! A Customer Care representative from Billing Inquiries will be with you shortly. You have been connected to TTD Ria .
TTD Ria : Thank you for contacting Charter Communications Support Team. My name is Ria. How may I assist you today?
Himself : Hi Ria, I received a bill for bundled phone, internet, and tv, however on Sept 15, services we terminated because we switched to Verizon
TTD Ria : Hi, Himself.
Himself : since we have not had charter services since Sept 15, we should not have a bill nor expected to pay any bill
TTD Ria : Please let me check on this.
Himself : thank you
TTD Ria : Can you please provide me with your account number?
Himself : Yup
TTD Ria : Thank you.
TTD Ria : The balance left on your account is $115.74.
Himself : except there should be no balance
Himself : and when I returned equipment, we were told there was a credit on the bill. and we should receive a check
Himself : the last bill paid was in the amount of $183.90 and paid Sept 12
TTD Ria : Himself, this bill is for your services for the period of 10/16/08-11/15/08.
TTD Ria : Please be reminded that you are paying for your services one month in advance. Himself : we are no longer with charter
Himself : services were terminated Sept 15
Himself : we did not use charter services after Sept 15
TTD Ria : Yur services are scheduled to be disconnected on October 15, 2008. Himself : the services were disconnected on Sept 15
Himself : for 3 days while Verizon completed installation I had NO phone, NO internet, NO TV TTD Ria : Himself, you had Charter services since 2004.
Himself : yes, but as of Sept 15, 2008 we switched to Verizon
Himself : so from Sept 15 2008 to the present, we are not using Charter services Himself : we are Verizon customers
Himself : ergo the bill was sent by mistake
Himself : I turned in 3 boxes and a modem for the phone
Himself : we no longer have charter equipment
TTD Ria : Himself, I are you saying you had your services connected September 2008 and had those disconnected on the same month?
Himself : yes
TTD Ria : Himself, I'm sorry but I can see on the account that you had Charter services since 2004.
TTD Ria : You may go to your local office to check on this further.
Himself : is that the only way this issue can be resolved?
Himself : you cannot help? TTD Ria : I'm sorry but I can't see what you are saying on the account that I pulled up.
TTD Ria : What is reflected in my database is that you had services with us since 2004.
Himself : WE ARE NO LONGER CHARTER CUSTOMERS
Himself : what don't you understand
Himself : WE TERMNATED CHARTER SERVICES ON SEPT 15, 2008
Himself : THIS YEAR
TTD Ria : Himself, I'm sorry but I can't just believe in what you are saying. I need something as proof. I'm sorry but what you are saying is not reflected in my database.
Himself : WE RECEIVED A BILL FOR OCT-NOV, BUT WE HAVE NOT USED CHARTER AS WE ARE CONNECTED TO VERIZON. WHAT DON'T YOU UNDERSTAND ABOUT THAT? Himself : THE BILL WAS SENT ERRONEOUSLY
Himself : OUR SERVICES ARE NOT TO BE TERMINATED IN OCTOBE3R, BUT WERE TERMINATED IN SEPTEMBER
TD Ria : Well, I'm sorry but only the local office can check on that further.
Himself : can you tell me if the local office is open on Sat
Himself : and what the hours are
TTD Ria : Sure. TTD Ria : Your local office is open Monday8:30 AM1:00 PM2:00 PM5:00 PMTuesday8:30 AM1:00 PM2:00 PM5:00 PMWednesday8:30 AM1:00 PM2:00 PM5:00 PMThursday8:30 AM1:00 PM2:00 PM5:00 PMFriday8:30 AM1:00 PM2:00 PM5:00 PM
Himself : No Sat hours?
TTD Ria : I'm sorry but no.
Himself : do these transcripts get looked over for quality assurance?
TTD Ria : Yes.
Himself : please note: Customer Service should not be an oxymoron.
Himself : I guess this ends the session
If only Abbott and Costello were alive today!! I understand your frustration and have lived it several times myself. I've discovered the magic phrase that pays, in Oregon anyway, is "My next call is to the State Attorney General's Office, what is your full name & employee number?"
ReplyDeleteThat usually does it :-D
We had a situation like that many years ago when we left Sprint. They sent us a credit, but no check. The next month, they increased the credit and gave us 30 days to pay. We wrote them a letter asking them to look at just who owed whom money. We got a check the next month for the higher amount. Told him we should have let the credit build up higher before he sent the letter.
ReplyDeleteI'd have busted a gasket. And they wonder why we go 'postal'?
ReplyDeleteOh man, what a mess. You have to wonder if they are trying to be that dense.
ReplyDelete