So, while working I thought it would be easy to chat with Charter about my services online.  That way I could still answer my boss’s phone and work on my project.  Seems easy, right???

I connected with someone and specifically said that I wanted to downgrade my phone service because I barely use it and my bill is too high.  RIGHT AT THE BEGINNING…  After about 10 minutes giving my information to the person and convincing the person I just made a payment they say say to me,

“you have the wrong department, I’ll transfer you.”
“why didn’t you tell me that in the beginning when I asked you about it????  i was clear with my question up front.”
“I’m sorry let me transfer you.”

I go through the WHOLE thing again…and the again state at the BEGINNING I want to downgrade my phone service.  This time, it’s about 15 minutes because she kept telling me I needed to pay my bill, to which I kept saying, “yes, I just paid online.”  I finally lost it…

cimblog(tm): i know that
cimblog(tm): i know i know i know
cimblog(tm): i paid $ about an hour ago
cimblog(tm): the other rep said it didn’t go through
cimblog(tm): before i make another one i’m checking with my bank
cimblog(tm): pleeeeeeeeeeeeeeeease can we discuss my PHONE SERVICE
TTD Guia Marie : We have phone promotion for $29.99.
cimblog(tm): I’d prefer to have something that isn’t a promotion that goes up at the end of a certain amount of time. I rarely use my phone…
TTD Guia Marie : I see.
TTD Guia Marie : I regret to inform you, but online Chat Support does not cater to downgrade request at this time. Please call us at 1-888-438-2427 to be assisted.
cimblog(tm): you couldn’t have said that at the beginning of our chat?
cimblog(tm): when I specifically asked about downgrading my service?
TTD Guia Marie : I’m sorry.
TTD Guia Marie : I wanted to offer you a promotion.
cimblog(tm): this is the worst customer service i have received in a very long time
cimblog(tm): i was very specific with my request
cimblog(tm): yet you have kept me here with me thinking you could help me

Then I called the number.  Gave all my information to another lady.  She said….”I have to transfer you…”  I said, “Am I going to have to give all this information again, because I’ve about had it…”  She said, “Yes, probably, I’m sorry.”

I got Andy.  I said, “Andy, I’ve been at this 45 minutes now and frankly I’m at the end of my rope and am about to cancel all my services…”

God Bless Andy…he was very nice and calmed me down and then saved me $31 on my existing service for 12 months…Which I suppose is better than a poke in the head with a sharp rock…but only just barely.