I started with phone call @ 11:45, the after being disconnected several times, I tried Charter's on-line support. This is the actual text:
TTD James: Thank you for contacting Charter.
This is James. How may I help you?
Kelly Rosky: Hi, I typed in a lot of information while I was waiting in the queue - di d it not come thru?
Kelly Rosky: hello?
TTD James: I'm sorry, it didn't.
Kelly Rosky: We are being charged for DVRs that we do not have and need to get our account credited.
Kelly Rosky: I spoke with a customer service rep on the phone who said the DVR charge was added to our account in May. We did have an appointment to get DVRs, but no one showed up to make the delivery.
Kelly Rosky: I have tried contacting Charter several times about this issue, but no one would help - they all said their records showed we had the DVRs and there was nothing they could do about it.
Kelly Rosky: This means we've been paying an extra $25 per month for over a year for equipment we don't have. These fraudulent charges need to be credited back to our account
Kelly Rosky: The serial numbers for the boxes we have are:
Kelly Rosky: G14233NA6246
G14429NA5552
TTD James: I'm sorry for the inconvenience.
We have a team here at Charter that is specifically assigned/trained to handle this type of concern.
Please call our Billing Department at 1-888-438-2427.
Kelly Rosky: I have spent over an hour on the phone this morning, and have been disconnected three times after explaining all this to the "customer service" representative who answered the phone said they would transfer me to "the billing department". No matter how many times I try to get this worked out, I always get the run-around. I expect this issue to be resolved this morning. Otherwise I will be filing a formal complaint with the Better Business Bureau.
I am recording this session to document a specific example of the type of problems I've been dealing with in regards to this matter for well over a year.
TTD James: Unfortunately, Charter doesn't have access to inventories for the equipment check. We can process the request for a credit for your account if it's confirmed by our dispatch office that you don't have the DVR's.
Kelly Rosky: That is not going to solve the problem. Every time I've called, I'm told that Charter's records indicate they delivered DVRs that were, in fact, never delivered.
TTD James: Our representatives are currently receiving a unusually high call volume. Please call us later this afternoon.
Kelly Rosky: No!!! I have been trying to deal with this for over an hour, and despite the fact that I've told you I have been disconnected three times today alone, have been getting the run around for over a year, and now that I've waited again for the online support queue, you are telling me to bugger off and bother somebody else later in the day???
TTD James: I'm not just saying this just to get rid of you. Every department does have their scope of support.
Kelly Rosky: So, for over a year, I've been dismissed, disconnected and fraudulently charged and the answer I get is that I'm outside your scope of support? Who's scope of support am I in? I can't get through to anyone in billing, because after I wait to get through to someone on the phone and explain the situation over again, I am told I'm being transferred to a billing department person who will help me, then every time, I am disconnected.
TTD James: That is why I am directing you to the representatives who can fix this for you. Do you speak to person first before getting transferred?
Kelly Rosky: Yes! What I'm saying is that I get disconnected every time and for over a year have not been able to talk to anyone who could resolve the situation.
Kelly Rosky: That's what I'm trying to explain - calling the billing department doesn't work. It hasn't for over a year. The "representatives who can fix this" won't take my call.
TTD James: Let me check your account for your previous transactions.
TTD James: May I please have your name, the phone number listed on the account, and the complete service address?
TTD James: Thank you.
Please give me a few minutes.
TTD James: Your account shows no record that you were able to speak with someone about your account since 05/20. The last one shows a promise to pay note.
Kelly Rosky: Imagine that.
TTD James: Since I can't contact the Dispatch Department, I will need to send a technician out for this. Please give me a few minutes while I look for the soonest possible schedule.
Kelly Rosky: So, I need to take time off of work and lose pay because nobody in the billing department will take my call?
TTD James: We can set this on a weekend.
Kelly Rosky: I'm game, if it will finally fix this. So, the plan is to send someone out to verify that we, indeed, do not have DVRs and have them report back? Can I get a written report from them that this was verified?
TTD James: Yes, that is correct. They should leave a copy of the work order with their notes.
TTD James: Sadly, all I have are weekdays. You can have someone above 18 years or older with an authorization letter attend to the appointment.
Kelly Rosky: Ever? There are no weekend appointments available for eternity? I am grateful that you have been this helpful so far, but really?!?!!
Kelly Rosky: I don't have anyone who could take the appointment, my husband and I both work full time, as do all of my friends, and my family lives 2 hours away.
TTD James: Yes. Seems your area only assists to special request orders during weekdays.
TTD James: Please give me a few minutes.
TTD James: I apologize for any inconvenience this has caused you.
Please stay in the session. I'm transferring you now to our supervisor who can try assist you further regarding this concern.
Kelly Rosky: Thank you so much - I appreciate your help.
TTD James: You're welcome.
TTD James: Thank you for choosing Charter Communications.
Answers to frequently asked questions and self-help options can be found by looking in the "Support" tab at www.charter.com. If you have further questions, please chat back 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!
TTD James has left the session.
Please wait while we find an agent from the CHAT - MDVL - Advocate department to assist you.
You have been connected to TTM Jocelyn.
TTM Jocelyn: Hello, this is Jocelyn from Charter. How may I help you today?
Kelly Rosky: Hi, Jocelyn. I'm hoping you can help. I also hope I don't have to go through everything again... Can you read the text of the discussion I've had so far?
TTM Jocelyn: I'm reading the previous chat transcript now. It will take few moments. Please hold.
TTM Jocelyn: Thank you for waiting, Ms. Rosky. I have reviewed the previous chat transcript. I can certainly understand your concern about the charges for the DVR service. I would be more than happy to check into this issue for you and then do a service review.
TTM Jocelyn: I'm reviewing the account now. It will take a few moments.
Kelly Rosky: Very much appreciated!
TTM Jocelyn: Thank you for waiting. I'm still checking into this for you. It will be a few more moments.
TTM Jocelyn: Thank you for waiting, Ms. Rosky. I do apologize for the inconvenience that this has caused you. Because there is no record on the account that you have called about this. I can only issue credit for $6 months of service. I will credit a total of $180 to the account and also remove the charges for the DVR service.
Kelly Rosky: That is unacceptable. Your records also indicate, fraudulently, that we are in possession of 2 DVRs that were never delivered. It is not a big stretch that none of the calls I've placed in the last year are in your records.
TTM Jocelyn: I certainly understand what you are saying. However, as a supervisor, we cannot issue more than 6 months of credit. To further dispute this, you would need to go into the local Charter office.
Kelly Rosky: This is plain and simple fraud, and despite getting nowhere for over a year, I am still trying to be nice and work with Charter to resolve this matter.
Kelly Rosky: The problem with that is the same as I've explained previously, I work for a living and going to the Charter office requires me to take time off work and lose pay.
TTM Jocelyn: I understand, Ms. Rosky. We are showing that you have two regular digital boxes. I have removed the charges for the DVR and you will see the credit of $180 on your next statement.
Kelly Rosky: $180 is not the proper credit - we have been paying an extra 25 per month since May.
Kelly Rosky: the credit should be $375.
TTM Jocelyn: That is the maximum amount of credit that I can issue.
Kelly Rosky: That is not acceptable!
TTM Jocelyn: I understand that you feel it is not acceptable. However, I cannot credit more than $180. You would need to go into a local office for additional credit.
Kelly Rosky: That means we will have paid you $195 for products we did not receive!
TTM Jocelyn: Ms. Rosky, I have issued the maximum credit that I'm allowed. For additional credit, you would need to go to the local office. Was there anything else that I could assist you with?
Kelly Rosky: Well, I guess not. Please note that I have tracked the entirety of this conversation with both screen captures and copy of all text written, since Charter does not keep accurate records.
Kelly Rosky: as none of the calls I've placed in the last year are "in the records" and DVRs are fraudulently listed as having been delivered.
Kelly Rosky: I will be filing a formal complaint with the Better Business Bureau and they will receive a copy of this entire transcript.
TTM Jocelyn: I will notate this on the account. There will also be a notation that I credited you for 6 months and removed the charges from the account.
TTM Jocelyn: Now that I have issued the credit, I will review other services.
TTM Jocelyn: Please let me know if you are still connected to the Chat Session at this time.
Kelly Rosky: Honestly, I've been at this for over 3 hours now, and I've truly had enough. Thank you for the assistance you've given me - I will let the Better Business Bureau handle the rest. Signing off.
TTM Jocelyn: I can certainly understand that, Ms. Rosky. Keep in mind that you can view available services at www.charter.com. I will notate the account that you contacted us about the charges for the DVR boxes. For additional assistance, please contact 1-888-438-2427 or initiate another chat session. You can also view and pay your bills online at www.charter.net free of charge. Thank you for contacting Charter.
If you require further assistance, go to www.charter.com/contact
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