Good morning Sherry,

I’m terribly sorry to see that you’ve had problems with your phone services. My name is George Vick, and I’m a Senior Social Media Specialist with Charter. I definitely understand how vital your phone service is to your company. I have contacted our business escalations group to assist with your concerns. You should be hearing from them shortly. If there’s anything that I can assist with, please do not hesitate to send me an email at [email protected] Please add “attn CharterGeorge - Sherry Vincent” to the subject line so I can keep an eye out for it.

I want to thanks you for your business, and I look forward to assisting you in any way possible.

Have a great day!

George Vick
Senior Social Media Specialist – Charter
[email protected]

My elderly parents do not have cable TV, so I decided that I would get them an early Christmas present and have Charter Cable installed for them. After talking to someone regarding what package I wanted, I was offered to get a few movie channels for an additional $5.00 per month. I agreed to do so, which would have put my bill to $49.99 per month. I gave them my debit card number at that time and they immediately debited my account for $79.99 for the installation fee and first month’s service. When the installer got to my parent's home, he informed them that there was "no $5.00 per month movie channels" and now the cost had increased $40.00 per month from what I was told. I called the people at Charter to find out what was going on, and after being transferred four times, I just hung up. With so much confusion, my parents were getting upset and so I just cancelled the installation. I contacted the Charter office to let them know my displeasure, but once again, had no luck. After holding numerous times, I finally got the department I needed and they were going to "check" on it and call me back, which never happened. After calling them for 7 weeks regarding a refund, I finally got to speak to someone who said my $79.99 had been credited to my account on or around July 29, 2011. To date, (8-9-11) my bank does not reflect a credit from them. After speaking to yet another person today, I was told to get my bank statement to them to prove that it had not been deposited and then they would take a look at it!!! I refused to fax my bank statement with account numbers, etc. to them or anyone else, so now it looks like I am out $79.99. I asked to speak to a supervisor regarding this mess, and had to leave a message. I called again, and spoke to her and she also told me they could not refund my money until I proved to them that my account had not been credited. Once again, I told them that I WOULD NOT fax this information to them. This is the most incompetent company I have EVER seen in my entire life. I have Comcast Cable and am so proud that I do. Hopefully, these counties that have contracted with them will think twice about it and get someone that has integrity, honesty and for sure a customer service department that cares about the customers.

My complaint is with outdated equipment & wiring. My cable box died on me about a yr ago, so I drove to one of their offices & exchanged it. However, this was after the all digital tv signals were changed (my old box was still analog). I figured they would give me a digital box, since I do have digital cable. No, they gave me another analog box that can receive digital channels. When I watch regular tv channels, like PBS, NBC, etc, I don't receive the entire picture. About half inch to an inch of the boarder is cut off. This occurs on my other tvs without a box as well, which I can only attribute to their outdated wiring or reception towers. My tvs are new enough so shouldn't have any problems receiving the full picture.

Also, recently, for about a month, my cable box spontaneously, for no reason, resets itself as if I had unpluged & plugged it back in. It happened 4-5 times last night, which was proceeded by my remote not being able to control the box... The remote works for it most of the time, but right before a major (unsolicited) reboot, the remote won't work anything. It seems like either someone who works in customer service is bored & randomly messing with people's boxes (this did happen during the super bowl -- luckly Im not a football fan) or perhaps they were servicing cable boxes in my area and did a widespread reset to all. Either way they need to reevaluate their workers practices on all shifts. I do not think it is right for them to be able to access my cable box and do any kind of reset or service without my direct request. My cable was working exactly the same as it has been for yrs (except for the partial picture cut off) ... so there was no outage that would explain their resetting my box over & over.