In May of this year, my local Charter office in Eunice, La. Lost my check for $124.87 (for two months' payment of internet services). The payment was mishandled by a Charter employee at a Charter drop-box.
Needless to say, I was subsequently disconnected.
When I called the 1-800# to complain, they refused to relay a message / connect me to the local office (about 20 mi away from me). The only instruction I was given by Charter CSR's were TO STOP PAYMENT AND PAY WITH A DEBIT CARD.
I did as instructed by Charter, and soon my internet was up and running.
I also complained to the local BBB (mostly about the rudeness of the CSR's', lies I caught them in, and their refusal to help).
The local office (Eunice, LA) responded promptly to the BBB's contact, and was kind enough to give me credits for my troubles — I forgot the exact amount, but was over $100 and enough to cover at least two months' service.
Now...
I just received my July billing statement. CHARTER apparently found the check, and either did not disregard this check, treat the May check as a STOP PAYMENT CHECK, or otherwise decided to try and RUN it thru even after returned by my bank.
On my July bill, there were a total of $149.82 in adjustments, taxes, and fees ($124.87 for returned check, $20 NSF fee adjustment, 4.95 processing fee) relating to this.
My current bill — of July 18 — says I owe $129.87 ($149.82 for the check fiasco, minus credits considered from previous statements), when I actually, should still have a credited amount left from the BBB agreement.
This afternoon when I called 1-800-GET-CHAR, it seemed that every CSR had a different story, or excuse, or ledger.
One CSR swore that I attempted to pay a bill of $250 in May, half with debit card, half with check. Another was trying to convince me I owed Charter almost $300.
With the four CSR's I spoke to, none had a consistent explanation; some didn't even have consistent numbers relating to the bill.
At least 'Roger', the Tier II guy, agreed that with the May debit card charge, all payments were up-to-date. He acknowledged the $100 in credits given previously thru the subsequent BBB complaint.
However, he said that once the check was in their hand, they had every right to process it at whim— even though a Charter CSR in May told me to stop payment on it, and even though Charter had a record of my bank stopping payment.
Plain and simple, these adjustments need to be taken off my statement, as it would be nothing but a cash grab for Charter. I was up-to-date in May. June, July's payments are covered by credits given after I complained to the BBB. This amount on my bill is not for any services rendered nor prepayment for future services.
And to top it all off, after instructing me to stop payment on the check, Charter informs me that they will no longer accept checks from me.
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