Complaint Review: Charter Communications - Fond Du Lac Wisconsin

First of all, we got sucked into "the bundle" by an attractive 3 day, 2 night stay at the wisconsin Dells for four people. Only to find out a couple weeks later, they ran out, but would compensate with 2 passes for an afternoon at a waterpark. By the time we got the 2 passes, the season was close to the end, and we were not able to use them. This was a few years ago, and i only add this because I'm filing a complaint anyways, and I never forgot the clever switch they did.

Here's where the real nightmare began. My internet had gone out. I spent countless hours on the phone speaking with Charter techs. They were all very friendly. But let me explain to you what you have to go through before you are even allowed to speak with a live human. First, you have to go through "robot-lady". She makes you go thru a series of troubleshooting methods that will usually work, unless you have a serious problem that may involve a wiring problem (which is what i had, but no one was able to figure it out).

Each phone call, you have to go through this, then robot lady will eventually connect you to a tech. you have to be able to answer a series of security questions before they'll help you. Some techs can understand, some you can't. I had techs at my home trying to fix my internet. None could. This was extremely frustrating for them, as well as me. This went on for about 2 weeks, but being without the internet for two weeks feels like months!! They blamed it on my new computer, so i returned it, getting a 2nd new computer.

My second new computer wouldn't connect either. One tech had me delete a ethernet drive, he said, it would correct itself. It didn't. Then after he realized he made a major error, i was put on hold, and he never came back. After immediately calling Charter, again, demanding to speak with a manager (they wouldn't allow me to at first, said a manager wouldn't be able to help me), but eventually I was put thru to one. I was told to take the computer in, (yea, like Best Buy will be happy to see me again) have it fixed, and they would follow up with a phone call, and pay the charges. They also said, they would remove the internet charges for that month. They never contacted me. The charges were never removed either.

Eventually I was back up on the internet, but only because i made the decision to go through another provider. The new provider assured me they would contact Charter regarding cancelling services. They were able to connect us to the internet (and no, it wasn't my two new computers). But Charter refused to let us go. Every month, they continue to send us a bill, as if we are using their services. I pleaded with them, "Please, we are cancelled, quit billing us", by phone, by letter, by email. However, they have all been ignored.

Did i mention the internet charges were never removed? And since they don't have "customer service", it's not easy to cancel. They said, sorry, your name is not on the account, you can't cancel. Charter is the one who put my spouse's name on the account, but i'm the one, who paid the bills, made choices regarding our cable service, etc. for 15 years. But I was disqualified from making any decisions pertaining to cancelling Charter.

The last time i spoke with Charter, i finally put my spouse on the phone because he just happened to be here (they had to get permission from him to talk with me) i was told they would be picking up the equipment (the 2nd time i was told this....the first time they left a message that i must be home, but no one ever showed up). They also told me, no one ever contacted them about us being cancelled.

No one ever showed up either to pick up the equipment either, even after they said they would be here, twice. I finally packed up the equipment, and put it in my vehicle. When i saw a Charter Van, i waved them down, and begged them to take it. Otherwise i was to take it to the closest office.....65 miles away!

I then ignored my bills from Charter, as i felt i didn't owe anything. They were contacted about being cancelled-several times. But i eventually get two bills from a collection agency, either pay, or have your credit damaged. I ended up paying, but I'm not happy about it!! So i reported them to the BBB, and other gov't agencys. I rec'd a letter the other day, a copy from Charter sent to one govt agency, they explained that part of their charges were for "unreturned equipment"!!! They also admitted the letter that my new provider DID contact them.

I also find out, there are many charter customers out here. I find out that I was paying considerably more per month for less services then others in my area. I spoke with one woman from my dentist office. She said, "yea, we have a dvr, digital, telephone, and we pay about 148./month". I had NO dvr, but i was paying 180.00/month. My sister in law who gets premium channels, digital, telephone, she pays about 125.00 a month. So, go figure. I guess if you have Charter, your monthly rate IS negotiable.

Season

SE, Wisconsin

U.S.A.

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