Keiron sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Good Afternoon,
First, thank you for taking time out of your day and busy schedules to read this. I will try and keep this as brief as possible. I was a Time Warner Customer and Over the past 2 weeks I cannot begin to tell you how much anger and grief a simple "transfer of services" to a new address has caused me. I am HIGHLY disappointed in TWC/Spectrum customer service and to date I have not had any kind of resolution to my issue. I'm sending this e-mail not only as a last ditch effort to try and get someone from your company to do the right thing, but before I completely cut all ties with Spectrum/TWC entirely and leave my report on the Better Business Bureau, because no one should ever treat their customers this way and this should be exposed.
My extremely terrible experience started after I bought a new home and requested to have my TWC services transferred to my new address. (8/24/16) The technician arrived and had to run cable above ground from my neighbors backyard to my house, because this home has never had cable previously. I found it odd he swapped out all my equipment, long story short after seeing my first bill was a shocking $265 and I got billed about $130 in one-time fees that I NEVER agreed to (and was told there's no charges for triple play customers to transfer service prior to moving) it took several calls to your billing department and promised callbacks (where no one ever called me) but finally after about a week I spoke to someone who removed those one time fees. Not to mention the original technician took my DVR box and gave me a standard cable box, so I had to wait another few days for another technician to deliver a DVR box.
So after i was able to straightened out the one time fees, this is where the real problem began. After speaking the reps they made it clear that the promotions I had previously on my account that i could no longer have after moving, meaning I was going to be paying more for my services for moving. Ok....so on 10/4/16 at 11:22AM CST....I called and spoke to "Jose" operator ID: 4NB from he Austin, TX center to inquire about price plans and to see what my options would be I were to remove cable phone and just keep the internet. The representative was VERY rude, obnoxious and condescending, after hearing his pricing I specifically told him "Do not change anything on my account right now" I would do more research and call back if needed to make any change in service.
I got home that afternoon 4pm to find that ALL my services were disconnected. I immediately called the support lines only to find out that the representative "Jose" went ahead and created a work order to cancel my existing services (TWC Triple play with 200MB Extreme internet) and he also deliberately force closed the work order so this could not be reversed. I have no doubt that after the interaction this was purposely done without my knowledge or approval. I spoke to several reps who stated they were unable to reverse the action taken by Jose and after fussing on the phone for several hours and promised a supervisor call back by several people. I FINALLY got a someone to transfer me to a supervisor after pleading for what seemed like forever. I spoke to Julian Diaz, operator ID "ZEU" who after I explained the situation said he would pull the recording of the call from 11:22am and review. To my surprise Julian actually called me back at 7:57pm and apologized for the representative and said he was "disgusted" by what he heard, he confirmed that I said on multiple occasions "do not make any changes to my account" and that because he worked the later shift he would send this information over to the representative's supervisor and that it would be up to them to make things right with me and that I would receive a call from the agent's supervisor and also a follow up from Julian.
To this date 10/6/16 I have NOT received a call back from either one of the supervisors since and I'm still left holding the bag with SLOWER internet speeds and HIGHER prices. There are no words for the unprofessionalism I've experienced with this company, the empty promises of call backs and escalations and the piss poor treatment towards me as a customer. I am hoping someone takes this seriously and the time to read through this horrible experience to come up with a speedy resolution and seriously give me call back to save a customer.
Thank you for your time,
Keiron