Lisa sent a message to Thomas M. Rutledge Chief Executive Officer and President of Charter Communications, Inc. Email Address that said:
Charter Spectrum Cable
March 20, 2016
Mr. Rutledge:
Below please find a copy of the live chat I had today with Cindy C in Riverside, CA. I am so disappointed in your customer service I can hardly find words
Connected To
Spectrum Service Rep: Cindy C
A representative will be with you shortly.
Cindy C
Hi, my name is Cindy . How may I help you?
You
I am informing you that i have changed my preference for paperless billing to paper, because despite repeated requests, you still refuse to send me my online statements
169175
Let me bring up the account, Ms Petersen so I can be sure that's taken care of.
You
Please do. I am very tired of being the one responsible for "alerting" myself that my bill is due.
169175
I do show you as getting a paper bill now. We also offer text or email as a notification that your bill is ready. Which would you prefer?
You
I had email as my preference since opening my account with you. You just never send it. I changed it to paper today, that is why you see me as getting a paper bill. I have not received a paper bill, as I only requested it today. I cant even tell you the last time I got an email notification, it's been that long. Poor customer service
169175
Because we don't even have an email on the account for you.
You
Yes, you, do - I gave it to you at your Central Avenue office when we put the account in my name. I gave it to you every time I called to say i haven't gotten my email statement. It is just proof that your customer service sucks that you can't process a simple thing like entering an email address
You
I also gave it to you for this chat, so to say you dont have an email account for me is ludicrous
169175
You chatted in with . Would you like me to use that one?
You
That is my email address. It is the same address that is supposed to be on my account. It would be the address I get my bill at IF you sent it that way. It is the address I get my payment confirmations at
169175
One moment while I update the info.
You
Attached please find the info I have just copied from my online account for head of household - Head of Household Info Edit
Name on Account:
LISA
Account Number:
Address:
#### OAKWOOD PL
RIVERSIDE, CA #########
Primary Phone Number:
Primary Email Address:
It has been updated.
You
Note the PRIMARY EMAIL ADDRESS...
You
You didn't have to update it, because it was already there
169175
Is there anything else I can help you with?
You
Really????
169175
For billing purposes I made sure the email was listed.
You
Do you not READ? I just sent you your own page on my online account, showing my EXISTING email address
You
Gee, thanks so much (dripping sarcasm)
You
I am disgusted with your customer service, or should I say lack of. Please send my statements by mail.
169175
There are several places your email has to appear for you to get the notifications that you want.
169175
Under billing it said
You
Don't even try to pass the buck to me - I asked for paperless statements on your website, where your system asks for my preference. It is not my responsibility to write your program for you. If your IT people are so incompetent that my checking off that I want paperless statements isn't adequate enough for me to actually receive those paperless statements, maybe you should hire someone who actually knows how to write a program properly
169175
Is there anything else I can help you with today, Ms Petersen?
You
Please be aware that I am sending a transcript of this live chat to your corporate office. I am very disappointed in your attitude, and intend to file a complaint. Have a nice day
169175
That will be fine, Ms Petersen. Thank you for choosing Charter Communications. I would appreciate your feedback about the service you experienced with me today. Please take a moment to participate in the short survey that appears when you close this chat. You can find answers to frequently asked questions and self-help options in the âSupportâ menu at www.charter.com. If you have further questions, please feel free to chat back with us again. Our chat support is available from 24 hours a day, seven days a week, 365 days a year. Have a great day!
To say that I am frustrated is an understatement. It is like talking to a robot. I wouldnât be at all surprised to learn that Cindy C is actually a computer, as her responses were so rote and impersonal, especially the last paragraph (see underlined), that it is like she didnât even hear a word I said. I wish I could say this is a first bad experience with your customer service department, but that would be a lie.
For the record, there is nowhere on your website that states that IF I want my statements to come as paperless, I need to enter my email in a separate section. That is a gross lie. And that I actually have to request a tree be killed in order for me to receive my statement breaks my heart, but unfortunately it seems like that is what it will take for your company to actually deliver a statement to me in a timely manner.
Regards,
Lisa
