After recieving my new increase for cable telvision I decided that direct tv would be a better choice. I decided to call and cancel my services with Charter about 10 days in advance to make sure everything went smoothly. The first problem I encountered was the menu phone system that would take you right back to the start no matter what buttons you pushed. (it is 2 months later now and they still have that problem). I requested to have my service cut off on Dec 14. Every time I called and explained what I wanted to do and they explained how they wanted to keep me as a customer, I would say no, I have already found another service. They would then transfer me to the correct department for disconnection. Every time, I was disconnected alright! The phone would go dead. (It is 2 months later and they still have that problem).
I called every day about 3 to 4 times a day to try and disconnect my service and it was the same old thing, transfer me around and then the phone would go dead. This is no exaggeration. I attempted to email my problem to them and I recieved a computer generated email response that they cant handle that problem by email. Finally, after a week of trying, I spotted a cable repair man and told him of my troubles. He said no problem, he took my name down and said that the lady that runs the office in Portland, Texas would call me the next day, he assured me. She never called and ofcourse there is no way to contact that office.
As most of us know, you usually get someone out of the country to help you who has a difficult time understanding what you say or you understanding what they are saying. At one point, I requested a headquarters phone number and address, the gentelmen did not understand what I was asking and was obviously reading from a standard how to sell cable sheet trying to offer me extended services and what cable had to offer. Even though I explained my intent to disconnect.
Finally I was able to get my disconnection handled. Now I have a credit due back and they have sent me statements in the mail that I have a credit, but no implication anywhere on the statement that they will be sending it to me anytime soon. I called today it is now February 27 and I was told that it takes up to 8 weeks for them to refund your money. Ofcourse I wanted to know the status of my refund and I was transferred to the billing department. And guess what happened, I was disconnected!
I am beginning to believ this is charters way of punishing you if you decide to go with someone else. Why is it so easy to get service and so easy for them to take money out of your account, but not so easy to get service stopped or money back from them?
I know some people that would give up and I am beginning to think if that is exactly what they want.
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