Home » Charter Spectrum »Consumer News »Video » Currently Reading:

Does Charter Charge $5 to Talk to a Human Rep? Only When You Want to Pay Them

Phillip Dampier May 25, 2017 Charter Spectrum, Consumer News, Video 2 Comments

Eleanor Lloyd of Chili, N.Y., was stunned when she was told there was a $5 fee to talk to a Charter/Spectrum customer service representative over the phone.

“So I said, ‘I’d like to talk to a representative.’ ‘Well that’ll cost you, just to let you know we charge $5 to talk to a representative’ and I just was — ‘what?'” Lloyd, who is 86, said at her kitchen table speaking with News10NBC in Rochester, N.Y. on Wednesday.

Lloyd had a billing question for the cable company that took over for Time Warner Cable in western New York this spring. But Charter’s automated call attendant informed her that the cable company now charges to speak to a live person about billing issues.

That news stirred WHEC-TV to do a significant story about the issue on last evening’s 6pm local news. It fits a narrative that greedy cable companies are out for as many bucks as they can successfully remove from their customers’ wallets.

The station reported Lloyd could have her billing questions resolved online for free, which is a problem for her because she does not own a computer. But at least Charter only charges the $5 fee once a month, so future calls during that month will be answered for free.

Lloyd (Image: WHEC)

Unfortunately, the station’s report about this issue isn’t precise enough to be completely accurate.

Charter/Spectrum does charge a $5 fee, but only if a customer chooses not to use Charter’s automated pay-by-phone system to make a payment on their account. The same automated attendant that directs callers to the proper department when they call the cable operator is also fully capable of taking a payment over the phone. The confusion is apparently over whether that fee also applies to customers with billing questions, and we can tell readers it does not.

Charter, which introduced the bill payment fee back in October 2016 has never imposed a fee for a customer calling in to discuss a billing problem or concern. The $5 fee is disclosed in the company’s terms and conditions and it only applies if a customer refuses to use the automated attendant to make a payment on their account. If a subscriber specifically requests a live operator take their payment information, the fee applies. Agents may also be able to waive it on a case-by-case basis, something an automated call attendant isn’t capable of doing.

Therefore, if you have a billing issue, it is actually very easy to avoid the $5 fee:

  • If you are calling to discuss your bill, request credit, or ask a question about the bill, there is no fee.
  • If you want to make a payment on your account online, there is no charge for that service.
  • If you want to make a payment by phone, the automated attendant is capable of taking your payment details over the phone and complete a payment request at no charge.
  • If you want to make a payment by phone and don’t want to use the automated call attendant, a $5 fee will generally apply. Ask if they will waive it if you have problems with the automated attendant.

WHEC-TV in Rochester reports a local customer was asked to pay a $5 fee to make payment arrangements over the phone with Charter Communications. (2:39)

Currently there are 2 comments on this Article:

  1. John says:

    Well, time for everyone to start paying them by snail mail, then.

  2. John says:

    It might be a problem with a person with disablities tries to pay and they charge them.







Search This Site:

Contributions:

Recent Comments:

  • chickenpatti13: I'm not going to be upset over loosing favorite channels.Once upon a time,there was no TV.I'll use all that free time to expand my farm.You can't wear...
  • DCUNY: 113/12 now in area of Hilton, NY. Was 70/6 last year or so....
  • Daniel Haro: no WORRIES FOR US IN San Antonio TX. Google FIBER HAS LAUNCH SHOULD BE AVAILABLE TO MOST OF San Antonio IN THE COMING MONTHS. WeCAN FINAL DITCH THIS P...
  • bc: woke up to 130/15 speeds this morning batavia ny 14020...
  • Racerbob: Confirmed upgrade here in West Webster. 60/5 is now 100/10 for me. http://beta.speedtest.net/result/6880083440.png...
  • Fred Pilot: Interesting that "the Internet" is still discussed as if it's something new circa early 1990s when in fact it's been widely available for some number ...
  • Don: I just got off the phone with Spectrum and I asked about the small speed increase. He said that I am part of the new lift area. He said that in my are...
  • Racerbob: A friend here in Webster started seeing 150 Mbps download speed yesterday. A chat with Spectrum today told him that more speed would be seen next week...
  • Don: I'm in Gates, New York and I'm on the ultra plan and my speeds were around 117/11.5 but now are showing around 141/11.5 but not sure why. The speed re...
  • Reuben Mahar: New Speeds are online in Waldoboro Maine. 04572. Testing at 112 x 11. I wonder if this has anything to do with LCI offering fiber in my area,,,,, ...
  • Peggy: Sorry to tell you but they set up the account based on your address, not your name. And the other thing is, it does depend not only on your address bu...
  • EJ: I am curious to see the specifics of this "DEAL". How bulletproof does this need to be, how much redundancy does there need to be, who decides what an...

Your Account:

%d bloggers like this: