My husband and I were married March 20th and had been looking to buy a farm in Oklahoma. For 7 months we had been saving for this farm and planned on relocating from Texas to Oklahoma on April 30th of this year. The loan processing had just started and both of our credit scores were combined into this loan.
I lived in an apartment in Euless, Texas, and 3 weeks before we were to move I contacted all of my utility providers to give them our new address and make arrangements for the utilities to be disconnected, and Charter Communications was one of them I contacted. I asked several times, and made sure several times that someone would be coming out to my apartment on the 29th to pick up the equipment because I couldn't trust leaving it in the apartment; we would be pulling out early that morning of the 30th with our loaded U-Haul truck. The several people I talked to in the Disconnect Department of Charter assured me that someone would be there to pick up the equipment, and I also had a $76.00 refund coming that would be mailed to me after the equipment was returned to them there in Texas.
Still packing, on the 29th the cable TV was turned off but no one showed up to pick up the equipment. It being 7:00 AM in the morning I had no other option but to pack it up and bring it to Oklahoma with us. I couldn't leave it in an empty apartment.
May 7th, after arriving and unpacking in our rental house (still trying to buy the farm) I contacted Charter to let them know that I had their equipment, and that the person that was supposed to pick it up didn't show up. An man named Alfrado told me that I needed to mail the equipment back to them immediately, and I told him it wasn't our fault the man didn't pick it up, and that we lived now in a really small town and there was no UPS or FedEx where we lived. The man was rude and told me that I needed to get the equipment back to them. He put me on hold, and never came back to the phone after 30 minutes. I hung up finally. We were very busy unpacking home and business, and when I called back a few days later May 15th I talked to Ulia, and she told me that she would have a box sent to me to send the equipment back in. The box never came after 2 weeks. I called again and talked to Esmial, and he told me he would send a box, but none came. The only thing I got addressed to our new address was a bill for $283.23 with a warning, that if this bill for the equipment wasn't paid immediately they were turning us in to collections. I freaked! We were trying to buy the farm, and this would ruin everything we had worked towards in trying to buy it.
I called Charter again very upset this time. It was now May 30th... I talked to Gino who called me a Bitch and disconnected me. I called back and was connected with Chris who left me on hold for so long that I had to hang up. I called back and there was a man Toloba who didn't speak very good English and who just disconnected me because he couldn't understand my problem. Calling back I talked to Tena (very rude) I asked to talk to a supervisor, but she refused to get one for me and kept me on the line for 38 minutes before I finally hung up. I called back (punched a different number in the automated system), and this time it was Calvin Brown in the Repair Dept. (I tried someone other than. He was very concerned about how I was being treated and said he would take care of this right away, and he would start of by emailing EVERY SUPERVISOR about my issue. Someone would phone me back. It didn't happen.
Then it came, a letter from collection with one phone number on it: 1-800-755-8896. I immediately called the number on the post card, and the automated message said the voice mail box of this number was full. I tried for two days to reach this number and then finally just waited on the phone line for another option. The only option was to punch in an extension number, and since I didn't have one I made one up. Sure enough - enough tries and I got connected to Cindy at Ext. 4157 at this number.
After me telling her this WHOLE STORY (AGAIN) she PROMISED ME that she would make sure this bill didn't go to collections, and she connected me with someone named Martinez Ext. #4155 who didn't give a rip about any of this. He told me to send the equipment back because this was my responsibility.
June 2nd I called back this same 1-800-755-8896 and talked to Crystal Ext. #3562 and she sent me to Sherry Metlock who wasn't at her desk, so I left a voice mail and she never called me back.
It's now June 5th and I'm way past being in tears over this. I called a different number I found and was connected to Mary in Retention Dept. I told her the whole story AGAIN, and she told me to tell it to Becky in Retention. Becky said "Write down this number. This is your form # so that you don't have to tell anyone any of this, it's all in this form #AM5685517." She was sending me a box to ship the equipment back.
I called Charter's main number again on June 8th and talked to a lady named Debra who connected me with Vickie, a supervisor, finally... in the Retention Dept. She told me she would call me right back and would resolve all 3 of these issues that day. She never called back.
June 9th I called a number off of the internet for Charter and don't remember how I was connected to this very nice man named Patrick Uribe. He was very concerned about what I was going through and promised me he would have a box sent out to me right away, and would call me back to let me know that it was on the way. He gave me his phone number, and said that if I had any more problems I could call him and he would take care of it. The box came, Patrick's name was even on the return address label, and I packed the equipment up right away, the problem was, there was no return FedEx slip with it and I was still in the same situation.
June 10th I called Patrick's number he gave me to tell him I needed a return label, and a man named Bill Anderson answered the phone and asked me why I was calling California, and how did I get that number. I told him I wanted to speak with Patrick, and he told me that Patrick was fired and no longer with the company. "What did I need?" he wanted to know. I was pretty pissed at this point, and once again I went through my whole story. He tried to get me to cut it short a few times, but it just made me yell louder. "I'm sending you another box. Put the return FedEx slip on the box you have already packed and give it to the FedEx man. I won't remove the money on your bill until I see you have all of the equipment in it, then I will personally have it removed." I asked about my $76.00 I'm supposed to get back, and he said I'd have to fight for my refund. The box never came.
June 16th I called Bill again. He'd told someone to send the box but they forgot. The $283.23 bill was due on the 20th.
I called Bill June 23rd. He was rude and said the slip went out Thursday.
June 24th, I looked up the corporate office number for Charter Communications and after several people was connected with Kevin. He said he would call Bill Anderson and find out what he has done with this situation. The equipment is going to California and I used it in Texas???
That's it up to this date. What more can I say? Excepty DON'T DO BUSINESS WITH CHARTER COMMUNICATIONS!!! You'll be sorry if you do.
Valerie
Euless, Texas
U.S.A.
0 comments