Here is my dilemma..in April of 09' I was going to switch to Uverse. After 6 years of service with Charter and nothing but troubles. I mean unburried cable wires, tickets from the County, broken tv stands, a hole in my bedroom wall as big as my fist and some some from installation which is still there after more than a year, etch, BUT... I was a FOOL and let the retention team convice me into staying and matching the Uverse rate. At the time I had one Moxi DVR box, one Moxi mate, and one digital box. The small digital box NEVER worked, so I asked them to switch it out with a bigger one. They came out and installed 4 new digital boxes, REMOVED the small digital box. There was a 5th box left there, but the guy did not have the wires to install it and was supposed to come back the next day... It was NEVER DONE. It remained uninstalled until 01/02 literally!!! I opened my bill in Dec. And was shocked to see approx. $356 worth of pay-per-view movies I did not order. It was a UFC movie and other adult selections ordered back to back over the Thanksgiving weekend (by the way, myself, my two very small kids, and my 78-year-old grandmother were in NC to welcome my brother home from Afghanistan), when NO ONE was in my house! I called Charter right away and at first spoke with a manager who identified herself as Trish (foreign), id # 8JI in billing. She told me not to worry about it and was going to credit me the full amount of $355.75 since she saw there had to be some mistake. The credit never came, I called back and got a horrible manager named Chris #13465, who only offered a $50 credit I never recvd, and who said they don't know what my grandmother's tastes are!!! I cld corporate and spoke with Mary Ann, who said they would get it worked out, she sent out a tech on 01/02, who said there was supposed to be 8 boxes in my house. I told him and showed him I only had 7. He said they never removed that 8th box from my account or when they switched out the faulty DVR in late 10/09, early 11/09, they messed that up. He checked the GI numbers on all boxes against the movies ordered and ascertained that none of the boxes physically in my home ordered them. He called Charter corporate at 888-266-7618, in FRONT OF ME and told them this. They still would not remove this and finally on 01/20/10 after I continuously cld them speaking with Michael, Travis, Fatavia, Maryann calls me and says that video repair says that the movies were ordered from in my house and they would not credit me. I keep telling her they are charging me for an 8th box, but she refuses to listen, remove it from my account, etc. I ask what happens if whoever has that box orders more movies and she says that Chris lowered my ordering limit to 0 zero, so that could not happen. I ask for her manager John Lowery to call me back, but to date that has not happened. I look at the activity today, and the SAME movies have been ordered again in the same sequence over the same amount of days from 01-16 thru 01-19. Corporate Charter will NOT do anything to help me!!! They are refusing to even switch out my boxes, check my lines anything. Maryann says that if the bill is not paid, it will go to collections. They will not remove the phantom 8th box off my account that I believe their employee has in his bedroom, ordering sex movies on! I need help, any suggestions???
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