My mom and I share a house where she has had continuous cable TV without interruption of service since the early 1980's. To say she was a loyal customer would be an understatement. Our internet access however has always been through dial up as our phone number never quailifed for DSL through the phone company (again over 30 years of continuous service without interruption). Since we share a house and the bills, several years ago we began switching certain utilities into my name and those are now my responsibility.
In August of 07, I finally convinced my mom to let me take over the cable bill from Charter Communications as they now have the money saving (yeah right) Charter Bundle of Services. We went into the local Charter office and switched everything over into my name, adding phone service and high speed internet. I have been an online bill payer for many many years now so it was only natural as well as quicker to pay everything online.in December 07, I made my normal online monthly payment on December 19 (due December 29) and was given my confirmation number for the payment which totaled 119.96. I ALWAYS go back and check every online payment to make sure it has posted to my account.
On December 21,07 I checked online to make sure my payment had posted and there were two payments showing posted for 12/19 for 119.96 (I did print this out right off their website). I called my bank and was told that yes there were two withdrawls from my bank account by Charter Communications for 119.96 on the same day. I immediately called Charter and the male representative who answered the phone saw the problem right away and said they posted your payment twice, I will take care of that right away. Too bad I didn't think to get his name because take care of it he did. The nice representative told me to check back in 48 to 72 hours and they would have that corrected and I wrongly assumed they would credit the extra withdrawl that they took from my checking account back to my bank but they did not.
I called back on 12/26 to make sure that everything had been taken care of (speaking with an Indian woman whose name I can't pronounce much less spell) who at first told me that she did not see where there had been two payments posted and after carefully explaining it to her for several minutes she did find it and said that a refund request had not been put in but that she would do that right away. She then gave me a confirmation number for that refund request and told me to check back the next day to make sure it went through as they don't usually take very long to process (what crap that was).
I called back the next day as instructed and got a male rep on the phone this time who said he didn't see where there had been two payments posted so I have to go back through my whole story yet again and eventually he tells me yes he has found it and that refund requests take up to two weeks to process, well by this time I am getting pretty mad a the Charter run around and I told the man this was unacceptable as it did not take them two weeks to take that money it should not take them two weeks to put it back and if he coudn't help me to please let me speak to a supervisor. The man very politely says he will let me speak to his supervisor but please give him a few minutes to tell him what is going on in my account.
Not a problem, I wait and the supervisor finally comes on the line, he never identifies himself and asks me what is going on, so I again go thru the whole story, give him my confirmation number and he says that according to their system there was only one payment posted and the best thing for me to do it prove it. And people, I am not kidding here, the man actually said "if you think they took two payments out of your checking account then prove it" and that is a direct quote. Well stunned to say the least, I called my bank and asked for a print out of the two withdrawls that Charter took out of my checking account and marched myself into the local office armed with my proof that there were two payments posted and two withdrawls made.
Well the woman in the local office was like talking to a brick wall, she just kept repeating our system is only showing on payment. Do they really think we are that stupid, two payments posted and one was backed out. That is absolutely trackable in the accounting department. I told the woman that I wanted that payment researched since I had proof from THEIR website and my bank that it had happened and she stated. The lady in accounting is on vacation, when she gets back, i'll have her check this and I will call you with what we determine.
Fuming by this time but not making a scene in the packed Charter Office (which I should have done by the way) I looked her dead in the eye and said you know what I am tired of playing with you people, you will hear from my attorney and walked out. Behind me the woman behind the counter is laughing. I go back to work and call my provider law firm (I am an independant Pre Paid Legal associate-highly recommend it to everyone) who fires off a letter to Charter Communications on 01/04/08 which they ignore with no attempts at contact with either me or my attorney.
When my January bill comes due, it was 122.65 so I copy all my previous paperwork and send them a check for the differnce since they already have an extra 119.96 from me. I asked them to credit my account instead of refunding and we should be all square right. Not so with Charter, around 1/18/08 I get a letter from Charter saying I owe them 199. And some change and that if I don't pay all their late charges and rip off fees that they might be forced to interrupt my service. I immediately contacted my attorney again who hasn't heard a word from Charter but fires off a 2nd more stongly worded letter to them, on my end, I file a complaint with the Better Business Bureau and the State of Tennessee. I had one email response back from the BBB who stated they would contact Charter and would let me know the results... Nothing from the State of Tennessee yet at all.
On 2/16/08 I receive a bill from Charter for 300.28 cents along with a letter stating they had repeatedly attempted to contact me regarding my past due bill and that my service was going to shut off... Hello, I have been contacting them since December to get them to correct my account and they send me the you're the bad guy letter what is wrong with this picture. At this point, I confess that I am open to suggestions as to what to do next in this situation since my attorney has already told me they would not pursue a lawsuit against Charter as the filing fee alone would be more than the amount I am trying to get them to recover/credit to my account.
Short of taking an add out on TV or in the newspaper, I am at a loss as I have gone thru ALL the appropriate chanels that I am aware of to go through with no resolution. If anyone knows how or who to contact for a class action lawsuit, I will be more than happy to participate in that. Until then, I am remain in total awe of the audacity of Charter Communications who obviously thinks they are not accountable for anything to anyone. I have all my proof and paperwork as well as copies of the BBB complaint and my complaint to the State of Tennessee if anyone knows of any other avenues here, please let me know. I will also gladly share my paperwork with anyone who wants to look at it.
Sharron
Cleveland, Tennessee
U.S.A.
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