Cheryl sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Dear Mr. Rutledge:
I am contacting you to ask for your help in resolving a problem that I have been trying to solve with Time Warner cable for the past 7 months. Our family has been a customer of Time Warner Cable for over 30 years and we have always been happy with the service until now. I have been trying to get concrete answers to questions about my bill since April of this year, and have yet to receive a bill for the amount I have been promised. The bill is always substantially higher than quoted, and when I call to have corrections made, each time I am given an apology, and assurances that after the current call my bill will be correct and will be the same amount for one year. Unfortunately, this has not yet happened.
Most of the customer service representatives were professional and courteous, and sounded as if they sincerely wanted to help, but each gave me a different answer, and a new amount to pay. It appears that none of these representatives actually have information available to them regarding correct pricing for promotions currently available at Time Warner Cable.
My original call began on May 5, 2016 after receiving my monthly bill which was $22.05 higher than my previous bill. After speaking with Angie at Time Warner Cable my bill was credited $22.04, and she placed an order for a free digital adapter I would need due to changes at Time Warner. Since this call I have had to call monthly about my incorrect bill, each time spending 45 to 90 minutes on the phone with representatives, trying to get my monthly bill and amount corrected.
After 8 calls and hours spent on the phone I have still not been successful, and am at a loss as to who to talk to for help. I am hoping that you will be able to quickly resolve this matter for me. I was originally quoted $120.14 for one year on May 5, 2016 and again on June 28 and was given a work order to verify this amount - 94943119.
I would like for Time Warner, now Charter Spectrum, to honor the committment of $120.14 or less for the next year, and to ensure that I receive a bill in this amount each month. At this point in time have no idea what the next bill amount will be. I will include a timeline of calls and events of the past 7 months to ensure that you have all the information you need in order to understand my current dilemma and the frustration that I feel in trying to get this straightened out. I truly appreciate all that you can do to bring closure to this ordeal. Thank you for your help with this situation.
Sincerely,
Cheryl
5-5-16 New bill in the amount of $142.27. Angie credited bill for $22.05, ordered digital adapters, assured me that my bill would continue to be $120.14 until the Retention Department called me in June with a new promotion. The Retention Department did not call me.
5-16-16 Abbey placed another order for adapters since the first adapters ordered did not arrive.
6-9-16 New bill in the amount of $161.99. Spoke with Shawn about incorrect bill amount. Shawn asked me questions about what types of programming I watched. After I answered his questions he told me that he could not help me and asked "Why do you even have a TV if you dont watch it very often?" Since I was dissatisfied with his disrespectful attitude I called Time Warner again and spoke with Pie, who credited my account for the free adapters that I had been charged for and the incorrect charges .
6-28-16 Russelle verified the new promotion for 1 year of $120.14 and gave me the work order number for this promotion - 94943119.
7-5-16 New bill in the amount of $125. 21. Dennis credited account for $5.07.
8-1-16 New bill in the amount of $141.74 Trixie adjusted the balance and credited the account for $21.06.
9-1-16 New bill in the amount of $142.27. Mallory told me that the amount of $142.27 was correct, and that all of the other people I had talked with since May 5 were wrong. Transferred to Jay who guaranteed a new monthly bill amount of $128.74 with a new promotion valid until September 2, 2017. Jay also promised a credit to the account for $14.05.
10-4-16 New bill in the amount of $136.78. No credit of $14.05 as promised. No bill amount of $128.74 as guaranteed. Zassy credited account for $8.04 and transferred me to Kendrick who told me that he did not have any promotions that would fit my needs but would offer me a $20.00 customer appreciation credit. No resolution to my problem that began in May, 2016. I am not confident that I will see a $20.00 credit on my next bill, and do not know what the next bill amount will be.
