
Actual internet chat dialogs with Charter today:
CGI Dana : Thank you, Adam. Do you also have your security code from your billing statement?
Adam Johnson: um… no.
CGI Dana : Do you remember the PIN you set up on the account?
Adam Johnson: absolutely not
CGI Dana : Do you, by chance, have the account number?
Adam Johnson: 82451207900xxxxx
CGI Dana : Great, thank you!
CGI Dana : I am showing that the current balance on the account is $95.09 with a past due balance of $44.99.
Adam Johnson: I edited / updated the visa that is setup for payment over a week ago. this should not be a problem.
CGI Dana : Is this the card ending in 6199?
Adam Johnson: that sounds right
CGI Dana : I show that it was never activated. I can activate it, however it will take a full billing cycle to debit. Did you want to go ahead and pay the balance on the account today and then the next payment be debited.
Adam Johnson: um… what does ‘never activated’ mean…?
CGI Dana : There is an option on the account which is ‘active’ or ‘inactive’ and the status of the auto pay on your account is ‘inactive’.
Adam Johnson: ok. whatever. if I edited the active autopay with a different visa, I’d assume it would still be active, yes? please press the magic ‘active’ button, pay previous balance, etc, etc.
CGI Dana : Yes, I can do all of that for you. However, in the account the card number is encrypted so I will need you to provide me with the entire card number with the expiration date, if you don’t mind please.
Adam Johnson: I don’t mind, but the card is in my car, in the parking lot, 4 floors down. do you want to sip coffee whilst I get it?
CGI Dana : Adam, honestly, I can only hold for 2 minutes. So, if you want to chat back when you get done or even make the payment online at charter.com thru your my account, you can do that as well.
Adam Johnson: it will take more than 2 min. yup. is this so-called ‘activate’ button obvious when I return?
CGI Dana : It’s already been done, so when you chat back all you got to do is request help with processing a payment.
*** NEW AGENT ***
TTD Lisette : I will activate your internet service now, Adam. Since your services are interrupted, the system will automatically charge you $1.99 restoration fee, which will be added to your next month’s bill.
Adam Johnson: wait… hold on. you are charging me $1.99 for not activating this when I entered visa info over a week ago? not cool. nix that please…
TTD Lisette : No, Adam. The system will automatically charge it to your account.
Adam Johnson: then automatically remove it
TTD Lisette : Again, the system will automatically charge it to your account.
Adam Johnson: on principle alone I object. I already went through this BS ‘activation’ thing today with an agent…
TTD Lisette : Is this okay?
Adam Johnson: um, no. there are rules. this isn’t ‘Nam. across this line YOU DO NOT…
TTD Lisette : I will activate your internet service, Adam. To remove the $1.99 charge on your account, I will transfer you to our Billing Department.
TTD Lisette : Would that be fine with you?
Adam Johnson: {sighs} yes
** NEW AGENT **
CGI Elizabeth W : I cannot credit back the $1.99 restoration fee either as it is automatic and may not be added to your account, depending on whether or not the system adds it. I will, however, note your account to credit that back considering the circumstances. If it is on your next bill, you can chat back and have that removed.
Adam Johnson: {pondering this…}
CGI Elizabeth W : We do not manually apply this fee. It is added to the bill (sometimes, not always) when services are reconnected. I cannot credit it back as it isn’t on your account. If it appears on your next statement, you can chat back and the agent will apply the $1.99 credit.
Adam Johnson: lets go with that then. thx.
CGI Elizabeth W : You are welcome. Can I assist you with anything else this evening?
Adam Johnson: just make the sales people stop calling me. I tell them EVERY time: I’m happy with cellular, and I do NOT have a TV…
CGI Elizabeth W : I will put you on our Do Not Call List.
Adam Johnson: really?! that would be stellar, elizabeth
CGI Elizabeth W : I will do that now. Can I assist you with anything else this evening?
Adam Johnson: that’s worth the $1.99. thanks. goodnight.