On March 26,27 and 28th our cable and internet had gone out. Then on the 28th my modem went out. I have VOIP so I was unable to call, I did occasionally have dialup speeds on my modem, so I was able to contact the online help. I talked to Zsara who said I was on soft disconnect, which I informed her was not true. Zsara said I had to call in, and I informed her I was unable to do so and why, no broadband means no phone. She insisted I didn't pay my bill and was being disconnected, but I'd been disconnected before I know what it does. I also hadn't received my last bill I knew I couldn't be cut off. After getting nowhere, my Mom came over I borrowed her prepaid phone, informing Zsara once again it was my only method to call in, which she informed me I had to then left.
I called in using the prepaid phone, and sat on hold for a very long time. When I got someone in billing they informed me I was not being shut off, and had not been on soft disconnect, that whoever I talked to misinformed me. Lie #1 from Zsara! The billing transferred me to tech support. After talking to them I was told my modem was bad, and I had to get it replaced, he setup a time for a tech to come out the following day.
When I got it back, I asked about a service credit, which I was informed they'd give me $11.15 pro-rating my internet and cable outage. I informed them it is going to cost me $29.99 plus tax to replace the minutes on the borrowed phone, and they said I should have gone online to do it. I asked for a supervisor, and while the girl tried her best offering me $20 instead of $11.15 she wouldn't let me talk to her supervisor. I finally got mad, and she said she'd talked to him it won't do me no good, but finally allowed me to talk to him. I talked to Jack, her supervisor who informed me they don't pay for cell minutes. I informed him that I wouldn't have had to use these minutes, had thier tech not lied to me. This went nowhere, but he eventually said that due to the situation he'd put the paperwork into my local office, and they'd refund me the $30 but it would take time. Never happened.
On April 9th I'd been informed it would be on my next bill, hadn't happened.
When I called back I was informed the same thing, I once again the reason I was forced to call, by a tech who lied to me. She said she'd put in a request to corporate. This was Ashley, a supervisor I talked to on May 5th. She informed me I'd be contacted soon, hasn't happened.
Charter is full of lies and broken promises, both by the techs, billing and supervisors. You're lucky to get anyone who speaks english anymore, they're sending more and more jobs overseas like many other corporations. I wish we had another company locally, I'd switch in a heartbeat! This company has cost me triple digit minutes on the phone with them, 95% of the time being lied to anyhow. If you have another option, do business with that company, not Charter!
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