Fat Bottom'd Girl (make the rockin world go round) (jessnichole) wrote in bad_service,
Fat Bottom'd Girl (make the rockin world go round)

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So this is an update of sorts because I'm still dealing with it and it's starting to piss me off. Hopefully this will be the end of it.

To recap, if you don't want to read this entry, I use Charter as my internet and cable provider. It's the only thing in town, so I'm stuck with it. I had been having issues with my internet connection and talked to a rep on the phone to get a tech out to my place to check the cables. This rep proceeded to cancel one of my services and add on another after I told him NO, I did not want an upgrade. This led to my bill being gigantically less than it should have been (nearly $90 less!) and a big mess for me to handle to get my services straightened out.

I eventually went to the local office and was able to get rid of this extra service, reinstate my original services, and was told my bill would be updated to reflect the correct balance within the next couple of days.

It's been a few weeks and this has not happened. My bill is due, and I needed to get it straightened out so I know what to pay and make sure that I wasn't going to get smacked with fees because my bill has not been updated. (To clarify, I have paperless billing and receive all of my statements online.)

I'm tired of online reps as well. I might as well be talking to a wall.
And please, tell me why it took me 45 minutes to get this answer. It was like a full workout!

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 Kimvirlyn .
TTD Kimvirlyn : Thank you for contacting Charter Communications. This is Kimvirlyn. How may I assist you today?
Jessica: Hi. I was incorrectly billed for this month, and after receiving my bill I went to the local offic to get it fixed. The woman I spoke too did so and said that my bill would be updated to reflect the new balance. It has been about 15 days and this has not happened, and I need to pay the bill. Essentially a service was accidentally cancelled and was taken off of my bill, changing it from my usual $104 to being $18.
Jessica: If I pay just the $18 is the rest going to show up on my bill next month? Or should I submit my payment as being $104 and allow there to be a credit on my next months bill?
TTD Kimvirlyn : I am so sorry to hear about that. I will be more than happy to check your account to find out the correct balance.
TTD Kimvirlyn : In order for me to fully access your account, can I please have your complete name, address with the zip code, account number, and phone number beginning with the area code?
Jessica: BLAH BLAH BLAH info.
TTD Kimvirlyn : May I know who I am chatting with?
Jessica: My number may have been updated to XXX-XXX-XXXX
Jessica: This is Jessica
TTD Kimvirlyn : Thank you for the information. Please give me a moment while I pull up your account.
TTD Kimvirlyn : For security and verification purposes, may I please have the last four digits of your Social Security Number and the PIN code on the account?
TTD Kimvirlyn : The PIN code is a four-digit combination that you set up on the account.
Jessica: I usually end up getting the pin wrong... I think it might be xxxx. My SS is xxxx.
TTD Kimvirlyn : Thank you.
TTD Kimvirlyn : Let me check your account.
TTD Kimvirlyn : I will get back to you as soon as I am done.
Jessica: Thank you
TTD Kimvirlyn : Jessica, your statement balance that is due is $18.17 that is for the period from 9/10 to 10/09. The billing cut-off date was last 9/03 which was also due last 20th of September.
TTD Kimvirlyn : Is there anything else that I can help you with today?
Jessica: The balance was supposed to be updated to properly reflect my services. It should not be $18.17.... I am receiving the exact same services I was the month before. I just need to know I am not going to get smacked with extra fees or anything next month because of this mistake.
TTD Kimvirlyn : Your current monthly rate is $81.98 excluding taxes.
Jessica: Yes.
Jessica: So I should be charged much more than $18.17.
TTD Kimvirlyn : The taxes is $3.53.
TTD Kimvirlyn : You will be charge the with the monthly rate that I gave you on your next bill.
Jessica: And the amount that should have been on this months bill? Will that also appear on the next bill? Or not?
TTD Kimvirlyn : Yes. It will appear.
Jessica: So it will be $85.51 plus and additional ~$67 that should ahve been on this months bill?
TTD Kimvirlyn : Okay. (As an added extra, she said this and then took 5 minutes to respond with the next part!!)
TTD Kimvirlyn : As of this time your current bill is $65.42.
TTD Kimvirlyn : That is as of 9/08.
Jessica: Ok. So when I pay my bill today I need to pay $65.42 instead of the $18.17 that the account is telling me I owe?
TTD Kimvirlyn : Yes.
Jessica: Ok. Next month's bill will be $85.51 then?
Jessica: Or thereabouts...
TTD Kimvirlyn : Yes.
TTD Kimvirlyn : Is there anything else that I can help you with today?
Jessica: No. That's all. Thank you.
TTD Kimvirlyn : You are welcome.
TTD Kimvirlyn : By the way, we are conducting a customer survey to gather information. We value your feedback so we can better serve you. Your responses will be anonymous and will only be used to help us better serve you.
TTD Kimvirlyn : Thank you for contacting Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the "Customer Help" menu at www.charter.com. If you have further questions, please chat with us. Our Chat Support is available from 7:00 AM through 1:30 AM Central Time, 365 days a year. Have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.

You know, I can't imagine it's often that a person contacts a company several times because they are being charged too little!!!! I would think they would want to figure it out. But no, this has been ridiculously difficult just to find out how much I owe so I can pay the damn bill.

I'm going to go find this customer survey now on their site and tell them what I really think about their customer services!!

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