Kathryne sent a message to Thomas M. Rutledge – Chief Executive Officer and President of Charter Communications, Inc. – Email Address that said:
Mr. Rutledge,
Out of respect of your valuable time I will keep this brief. I am a 23 year old teacher of children with special needs in an underserved rural setting outside the city of Auburn Alabama. My eight students have severe mental and physical challenges and I am fortunate to have the opportunity to be in my second year of teaching them basic skills and knowledge.
I moved into a new apartment building (built within an existing apartment complex with established Charter service) at 2037 South College Street, Apt 507 Auburn AL, 36832 (Williamsburg Place Apartments) on July 31, 2016. I paid Charter Communications $213.54 on August 1, 2016 for a TV/Internet package. I was told service would be provided within a few days. After several days of no service and no communication from Charter, I began what has become the most challenging customer experience I have ever encountered. I have had almost daily contact with dozens of customer service representatives who assure me they will follow up on why our building (there are 12 customers involved) have not been connected. Each have assured me they would investigate and provide a follow up call. With one exception that occurred today (August 18) I never received one follow up call. With each call, I received totally disengaged employees that I would hope is not reflective of Charter's commitment to customer service because so far, I have felt totally disrespected and unappreciated.
Today I did receive the one call back from a "supervisor" that said she had found out that the problem was "with Charter; we have a PO that needs signing but it may be up to two weeks before we can get anyone to sign that so we may not get to you for two months or more". When I asked what options I had her response was "there's nothing you can do, its on us and its going to be while". As the customer, what I heard is "I don't know how long its going to be and I don't really care and there's nothing you can do".
My persona dilemma is that I have 8 vulnerable children and their families that depend on me to care for their children and the ability to communicate with me is oftentimes through e-mail after their / my workhours. I'm having to depend on my limited data via my cell phone. I'm sure you understand that as a 2nd year teacher I'm not making a lot of money and cannot continue to afford extra data charges on m phone.
If there's anything that I can do to help move this along please let me know; I want to ensure that my kids and their parents have open access to me when they need me and I really don't need the Charter monopoly to push me to the bottom because I'm not a large corporate account.
Thank you for your leadership and any guidance you can provide me.
Sincerely Appreciative,
Katie
