I've had some pretty bad experiences dealing with Charter customer service but this wasn't one of them.
...and that was it. At this point I would rate the interaction "Good."
Or so I thought.
July 7th, 2013
Charter bills a month in advance. My next statement was June 28th (which reflects charges for our July-August service). So, the change I made on June 24th should be reflected in that bill.
It wasn't. To be fair, though, the change was listed under "Pending services" in my online account.
Unfortunately, towards the end of this chat, the window froze and wouldn't allow me to select text or type... but here's a screenshot:
Just to make sure things were taken care of I started a new chat:
So everything sounds good, and each representative was pleasant to deal with.
I used the Chat Live Online link under (Change Service/Move) to get the actual live chat. All the other "Chat Live" links I found popped open a FAQ search which was a little confusing.
June 24th, 2013
Once I found that link and got connected with a real person things moved along; In fact, it was fast and painless.
June 24th, 2013
Here's the live chat:
You have been connected to Mychael K.Mychael K: It's an awesome day at Charter! My name is Mychael K, and I’ll be taking care of you today! How can I help you?Dan Evans: Hello Mychael, it looks like I have an extra $10 a month charge on my bill, can i get that removed?Mychael K: I would love to help with your concern. In order to best assist you, may I have your full address to bring up your account please?Dan Evans: My address is ******Dan Evans: my account number is: *******Mychael K: Thank you and at this time I am showing you have a upgrade to our HSI plus 30 MBPS from your current 15 MBPS for $10. The reason being is because you are currently in our older pricing which we offered the HSI Plus as a upgrade for $10. Currently, however, we are offer no less than the 30 MBPS so I will be able to not only lower your bill To $54.99 I will also be able to upgrade you to our new service plan for no extra cost or tax.Mychael K: How does this sound?Dan Evans: That sounds good.Dan Evans: I noticed advertisements for a one year special of 29.99/mo, is that just for new customers?Mychael K: That is correct.Dan Evans: okMychael K: Great and you will need to swap out your current modem for the upgraded modem at your local office. This will be free of charge for this exchange. Did you need that address at all?Dan Evans: No thank you, I actually just place the order for a new, free modem from Charter the other day.Mychael K: Sounds great you are all set, did you have any other questions for me today?Dan Evans: No, that's it for today. Thank you Mychael!Mychael K: Not a problem at all, thank you so much for your patience and for chatting in with me here at Charter and you have a wonderful evening.Dan Evans: Thank you, you too. Goodbye.Your session has ended. You may now close this window.
Or so I thought.
July 7th, 2013
Charter bills a month in advance. My next statement was June 28th (which reflects charges for our July-August service). So, the change I made on June 24th should be reflected in that bill.
It wasn't. To be fair, though, the change was listed under "Pending services" in my online account.
Unfortunately, towards the end of this chat, the window froze and wouldn't allow me to select text or type... but here's a screenshot:
Just to make sure things were taken care of I started a new chat:
You have been connected to Shannel Z.Shannel Z: Thanks for giving me the opportunity to help you today! My name is Shannel Z and I'll be taking care of you. How can I help?Dan Evans: Hi Shannel, I was just being helped by someone when my chat window froze, my account number is: *****Shannel Z: Thank you Dan! Do you by chance remember the name of the representative you were speaking to?Dan Evans: I believe it was Alexis GShannel Z: Thank you for letting me know Dan.Shannel Z: I have checked and It looks like Alexis is current unavailable.Shannel Z: May I ask how I can assist you today?Dan Evans: That's okay, sure. Are you able to pull up the transcript so you can see the issue?Shannel Z: I am seeing in your last conversation that you were wanting to speak to the billing department.Shannel Z: It seems that you were having technical issues once Alexis was about to transfer you.Shannel Z: Did you want me to get you over to the billing department?Dan Evans: There was an extra charge that Alexis removed for me, I just wanted to make sure she was able to remove it.Shannel Z: Of course.Shannel Z: I would be happy to check that for you.Shannel Z: In order to access your account, may I please have the security code (4 digit code found on upper left corner of your statement) or the PIN (4 or 5 digit code that you chose as a personal identifier when starting your services)?Dan Evans: Security code: ****Shannel Z: I appreciate you verifying that for me.Dan Evans: no problemShannel Z: From reviewing your account I see the changes were made for 30 mbps internet at $54.99.Dan Evans: Yes. I actually changed that on June 24th, but my June 28th statement didn't reflect the change. That's the issue Alexis was checking into. Can you verify that I will only be charge $54.99 when my bill is next auto payed?Shannel Z: You will see partial month’s charges, or prorates, on the next bill. As you are already aware from being a valued Charter customer, Charter bills one month in advance. Since you will be changing services in the middle of a bill cycle that you have already been billed for, your next bill will show the current month's charges and the charges for the few days of this month that you had the new service.Dan Evans: Yes, but the issue is, I originally made the change on June 24th. There should be a transcript of that as well.Dan Evans: My June 28th statement is for July-August, so my next auto payment (July 18th) should be for the correct amount of $54.99 if I'm not mistaken.Shannel Z: I completely understand Dan. I have checked with my supervisor and we will be able to credit your account $10 for the over payment. Your bill will $54.99 going forward.Dan Evans: Ok, great! Thank you Shannel.Shannel Z: You're welcome.Shannel Z: Is there anything else I can assist you with today?Dan Evans: That's all, thanks again for the help.Shannel Z: My pleasure.Shannel Z: I hope you have a great day!Shannel Z: Thanks so much for chatting in! For general self help please visit http://support.charter.com.I would like to invite you to check out our new rewards program, Live it with Charter! Free to all Charter subscribers, members earn points for every dollar spent on all Charter products and services. Points can be redeemed for cool prizes and free sweepstakes entries! To get started please visit https://www.liveitwithcharter.com.
Have a great day, and once again I thank you for your business!Thank you for visiting. Please contact us again at any time.Your session has ended. You may now close this window.
But this is the third person I've talked to. I'm going to wait until I actually have the correct amount reflected in my monthly bill before I assume the issue is resolved.
