Charter Internet is stupid! (support chat)
- TTD Zenaida : My name is Zenaida. Thank you for contacting Charter. How may I help you today?
- Nathaniel Daught: Hello. I just got disconnected from another chat. I was asking about a $25 fee on my bill. Apparently I'm on the 20MB plan when I had never asked to be upgraded from my 5MB plan.
- TTD Zenaida : I can definitely assist you with your billing concerns.
- TTD Zenaida : Please verify the security code. The security code is a four-digit number that can be found at the upper right-hand portion of your bill. It is located above the Statement of Service on the bill.
- Nathaniel Daught: ****
- TTD Zenaida : Thank you. Please give me one minute while I pull up your account.
- Nathaniel Daught: Thanks
- TTD Zenaida : You're welcome.
- TTD Zenaida : Thank you for waiting. May I know who I am chatting with?
- Nathaniel Daught: This is Nathaniel
- Nathaniel Daught: I was having poor service with my 5MB subscription about a month ago and had been in contact with support over that. I never asked to be upgraded to a greater plan though... I don't know if it's a tech's idea of a joke, or a shady scheme to get me to upgrade...
- (5 minutes or more before a response)
- TTD Zenaida : Thank you, Nathaniel. It is an upgrade charge for the internet service. The account showed that there is a work order for the upgrade.
- Nathaniel Daught: Why is there a work order? I never upgraded. I've been paying for 20MB since last bill and there is still a work order for it?! Are you saying that I'm still getting 5MB speeds? I hadn't noticed any improvement in service... I sure hope I haven't been paying Charter an extra $25 for nothing.
- TTD Zenaida : The reason why your speed is 20M is because of the upgrade.
- Nathaniel Daught: Again I never asked for or ordered an upgrade
- Nathaniel Daught: If Charter would like to give me a free upgrade without asking that would be fine. However I am not happy about being charged extra for an upgrade I never asked for.
- TTD Zenaida : Your first bill showed that the internet speed was 5M. The billing cycle from 12/4/08 to 1/3/08 showed the upgrade charge for the internet service. The service was upgraded on 11/25/08.
- Nathaniel Daught: I don't care when the service was upgraded... I care that I have to, and have been paying for an upgrade I didn't ask for. How are you going to fix this for me?
- TTD Zenaida : If I am going to remove the charge, your service will go back to 5M.
- Nathaniel Daught: Will I be compensated for the trouble and the past bill I have already paid? I don't understand how this happened without my knowledge.
- TTD Zenaida : I am unable to process the credit. I apologize for the inconvenience this has caused you.
- Nathaniel Daught: I just checked and my last internet speed tests on 12/11/08 were well under 10MB. You told me the upgrade was in effect as of 11/25/08. It would seem I never received the upgraded service.
- Nathaniel Daught: http://www.speedtest.net/result/370839160.png
- Nathaniel Daught: http://www.speedtest.net/result/370840188.png
- TTD Zenaida : I can only assist you with your billing concerns. May I transfer you to our internet support group for further assistance?
- Nathaniel Daught: Yes you may. A supervisor would be best if you could.
- TTD Zenaida : Let me transfer you to a supervisor. Give me one moment, please.
- Nathaniel Daught: Thank you.
- TTD Zenaida : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the "Customer Help" menu at www.charter.com. If you have further questions, please chat with us again. Our Chat Support is available from 7:00 AM through 1:30 AM Central Time, 365 days a year. Have a great day!
- TTD Zenaida has left the session.
- Please wait while we find an agent from the CHAT - MDVL - Advocate department to assist you.
- You have been connected to TTM Mike .
- TTM Mike : My name is Mike. Thank you for contacting Charter Communications. How may I assist you?
- TTM Mike : Please let me know if you are still connected to the Chat session at this time.
- Nathaniel Daught: I was just transferred from someone in Billing about a $25 upgrade fee that I noticed on my bill last month. It would seem I was upgraded from a 5MB connection to a 20MB connection without my knowledge and billed for it. The upgrade went into effect on 11/25/08 It would also seem that I never got 20MB service.
- TTM Mike : Please give me a minute to look over the chat.
- Nathaniel Daught: My last speed tests were on 12/11/08 and they were well under 10MB, not anywhere near your "acceptable 70%"
- TTM Mike : Thank you for waiting. I see where you were charged an extra $25 for 2 months. I am going to credit your account in that amount.
- Nathaniel Daught: That would be great.
- Nathaniel Daught: Also do you have any idea how I would have been upgraded without my ever asking?
- TTM Mike : As far as the speed tests I will need to transfer you over to our internet support group.
- Nathaniel Daught: I am not at home right now so I can't run tests.
- TTM Mike : I really do not know what happened with the upgrade. I do apologize.
- TTM Mike : When you are home you can chat in with us and ask for internet support and they can help you with the speed issue.
- Nathaniel Daught: Alright. I will be happy so long as I am getting the 5MB service and am being billed correctly for it.
- TTM Mike : It will be taken care of.
- TTM Mike : Is there anything else I can help you with today?
- Nathaniel Daught: Thank you. No that will be all.
- TTM Mike : Happy New Year.
