Cathy sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Hello:
I was trying to save money. So I made a change to my cable/internet/phone over the telephone. I have some memory problems because I had a cavranoma and had to have brain surgery to repair it this past summer. I am not supposed to bend over or move my head around quickly. The person on the phone said that I needed a new modem and one was sent. I am 72 and not all that electronically literate so I did not realize that the incorrect modem was sent to me. The modem sent did not include telephone. After 2 hours the service person noticed that it did not have phone so we disconnected the new modem and reconnected my old one. All of this took 2+ hours and a lot of bending over and moving my head around and I had by this time a blinding headache. I told that person to just put it all back to where it was before I started any changes. My small telephone box in my bedroom stopped working, it was not a hidef unit so I told the person on the phone to schedule a home visit to I thought all was right with the world, I then reviewed my bill and saw that I was not getting credit for my California or Federal lifeline on my phone so I called the help line. After an hour I was told that I was correct that the amounts were not correct on my bill and would be fixed in two to three business days. These credits to me happen each month and appeared on my September statement but not on my October statement. After a day or so I checked my account in the recent activity area looking for the California and Federal credits and noticed that I had a service charge for 34.99 and some other small amounts on my account. So I called back and was told that I should not have been charged for anything and that the charge would be credited off my account. I waited a while and checked my account again and there were now three charges for 34.99. I called service again and told them about the now three 34.99 charges on my recent activity account. The person assured me that these were not in fact charges. Honestly, I don't believe the service department. I have spent over 4 hours trying to get this all straightened out. I just have no faith that anyone knows what they are doing. I know that my memory problems may be contributing to the memory problems because I simply forget things but I also think it should be easier to get things corrected and people my age, 72 and health issues should not have to spend hours on the phone getting things fixed. I have offered several times to accept a call back, giving the person researching my issues time to figure things out but I am told that is not allowed. All this is really stressing me out. Can someone help me out?
Thank you
Cathy
