Ron sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
I was overcharged for service I did not purchase. The charge is for Showtime premium movie channel. I did not order this service and nobody in the household ordered this service. Upon receiving the first invoice with the errant charge, I contacted the customer service department. I spoke to "Alexis" in Deland (I assume a false name. She would not provide a last name). I asked her to remove the charge and she said all she could do was give a partial credit for the current month. When I asked about the prior errant. Harge she said she could not remove it because her records indicated that the service was ordered via remote control on December 16. I informed her that Nono e had done that and the charge should be removed. She refused. I asked for a supervisor. She said one wasn't available. I said I would hold. She then said she didn't have a supervisor. When I asked her did her annual performance reviews, she said a supervisor wasn't available. I again said I would hold. She said it would be thirty minutes. I said fine. Curiously, it was almost exactly thirty minutes. Almost as if this is a predetermined pattern your company uses to discourage escalation of call center matters. In any event, when the supervisor got on the line he explained the same information as the csr but said he could credit the rest of the month, but not the charges from the prior month that were errantly billed. When I asked to receive a copy of the proof he was relying on to deny the credit for the prior month (the reason I called in the first place), he refused. He said I would have to go to a local office to see it in person. So, at this point, I have been charged for services I didn't purchase. I have not received a credit for the errant invoice. I've been lied to by a CSR. I've been forced to wait through a call avoidance strategy employed by your company and then denied a copy of the alleged proof that the charges are authorized. What the company did is wrong and should have been corrected immediately as a matter of good customer service. If you have records that purportedly show someone ordering service via remote control, then you also have records showing that Showtime was never watched. I have to believe that other people have received similar errant bills and been subjected to the same tactics I was today. At this juncture I am requesting my bill.
