Charter Communications Complaint (and solution)

(*note: I wrote the letter below on the UMatter2Charter Facebook Page.)

Charter Communications has done it to me again. Although I love the benefits Charter Internet has provided, they have given me several problems as well. I will only mention the latest one because it may be the last straw. A few days ago, I received my new billing statement and I was surprised at the amount. My usual monthly internet bill is $19.99 for 12 to 15 mbps service. The new bill showed more than double at 47.99. Last year, a door to door salesman came to my apartment offering a back to school special of 19.99 for 24 months. I still have the pink copy of that work order which clearly shows 24 months. My billing changed just after 12 months. I called customer service and they couldn’t help me, saying that the system only shows 12 months and there is no such thing as a 24 month contract. I went to the nearest Charter office, showed them the work order and they said they couldn’t do anything about it either even though it was a mistake on Charter’s part that they inputted 12 months into their computer system. I have no other recourse but to switch to another provider if Charter cannot honor what they offered me originally. It looks so much like false advertising and I wonder if this can be addressed with the FCC or the Better Business Bureau. Any ideas on which agency I should contact?

Noel,
This situation has to be frustrating. If my bill increases by one cent, I am making some phone calls myself! I would be happy to help you with this matter today! Can you please send a private message with your address, telephone number, full name, and four digit security code to my inbox? I cannot wait to hear from you!
Ashley Watson

Hi Ashley, thanks for your immediate response. My address is …

Noel,
Thank you for the information and your patience! I know understand your frustrations because you were promised something that you're clearly not getting. Can I make it up to you by offering you internet for the next 12 months at $29.99 per month? Please let me know if I have your permission to make these changes! 
Ashley Watson

Hi Ashley, happy to hear from you and I may be amenable to that arrangement. Is this the 30 mbps service that you have now? I already have the cable modem and router so I won't be needing any equipment. Will you also be able to adjust this months 47.99 bill down to 29.99?

Noel,
You betcha! Your next months billing statement will reflect the changes and you will also see a credit of $36.00. Do you have any other questions? You internet speed will be 30Mbps. Sorry!
Ashley Watson

No further questions Ashley. You have my permission to make the changes and send me an updated bill so I can turn automatic payments back on. Thanks for taking care of my concerns and keeping me as a Charter customer.

Noel,
You are welcome! Thank you for giving Charter a second chance! I will advise you to go by out local office and pickup your free internet modem. This will ensure that you are able to take advantage of your blazing new internet speed. Your modem has been updated to the newest internet speed. Do you have any questions for me today? If no, please feel free to visit the Umatter team athttp://www.facebook.com/umatter2charter and we will gladly help you!
Ashley Watson

Wow, you are good! Much obliged for your help and making the customers matter, and looking forward to the next 12 months of Charter Internet.

Noel,
Here's to a brand new start! Cheers ;D Have an awesome weekend and enjoy your internet! 
Ashley Watson

Public comments below, private comments: E-mail Me!