I am a customer of Charter Communications. I was in a promotion apparantly when I started my service, unbeknownst to me. Well I got a bill 5 months later for my internet service and it went up from 19.99 to 44.99. I called and reached the Phillipines. (Now to me 44.99 for service that goes out on a daily basis is not worth it, but every time you call it is an outage in your area, lol.)
This lady told me if you add additional services we can get you speacil pricing again. I told her no thanks. I didn't even know I was in special pricing to begin with. I asked her why I couldn't just pay 19.99, and she stated that she was very sorry, but they should have told you when you called. I told her they didn't and to please pull up my original conversation with the rep i set the service up with. She said that records were unatainable and only can be brought up if my lawyer wanted them in a federal court.
By this time I was irrate, so I asked to speak to a supervisor. She transfered me to the Retention Dept. Here a lady asked what she could do, and I explained everything, and of course I got the same oh I am sorry the best I can do is give you your 5mg for 29.99. But we can bundle you for 129.97 and for 144.97 I could get a DVR... Lol.
As I am on the phone I see on the internet 19.99 5mg internet, and I ask her for this wonderfull promotion. She says I would have to cancel my services and sign up on the website, and it's not run by them. But if I do that I wouldn't be elidgable for 3 months for any new promotions. WHAT? HUH?
Okay, so now after 45 minutes getting the run around I ask to speak to her supervisor... Well low and behold... Miss cust service rep, gets very nice... And again offers me 24.99 because she can put a $5.00 saves code on for 6 months in addition to my 29.99, making it a whopping 24.99.
I was disgusted and said cancel my service then. At this time I was placed on hold for about 9 minutes, when she came back, and said, "You know you are a valued Charter Customer so I decided I don't want to loose you, I will back date the promotion and put it on for another year, but remember this is actually only 11 months, because we bill ahead, and that campain will fall off at the begining of that 11 month billing cycle."
So morale of the story, just say you want to cancel and you will always get the price you want, oh and to reach Retention hit option 5, it will save you 45 minutes trying to get justice with the Phillipines!
I had several of my friends and family call and they all got what they wanted as well. The company is like 20 billion in debt they can't afford to loose us. And remember those reps are trained to be super sweet and oh so nice, so whatever you say to them... They have to take it and kiss your a*.
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