I have been a Charter customer for quite a few years. Recently, I received an automated phone call saying that my payment was past due.
I called Charter and told the rep that I had recently signed up for automatic payments through the checking account. He replied that since that bill was past due, the auto pay system would not start until the account was brought current. I gave him my info and told him to go ahead and pay off the balance.
Two days later, I see on my bank statement that the payment that I had authorized with the Charter rep has been deducted AND the auto pay system has deducted the same amount a day before.
I called back Charter and the person I spoke to was very apologetic and said he would forward it to billing and it should be straightened out in a few days, even saying that it was their error. After two more days, I called again to check on getting back the amount they had over charged me. Again the person I spoke with said that they would correct the problem.
That was on a Friday, so I waited until Monday afternoon, and still no refund. So another call to Charter. This time the person I reached said flat out I would not see the money refunded to my account. I asked why, when it was their mistake. His reply was that it was "policy". My only options were to leave the extra as a credit toward future bills, or receive a check in 6 to 8 weeks.
By this time I was pretty ticked, but was keeping my cool. I asked him if I could speak to someone else that could solve the problem. Again he said that no one at Charter would return the money they had taken from my account. He also told me that they do not have a complaint department. I replied that I was not surprised as they probably get a lot.
I have already dropped Charter at home and will do so at my business as soon as my contract is over.in my book, they are liars and thieves. No wonder this company is going bankrupts. What a bunch of morons.
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