I have SO many things to blog about and YES I know I haven’t blogged in a while but I can’t be bothered with that now, THIS is an emergency!

Most everyone knows my dad and I are roommates and we split our bills.  I take care of utilities.  One of them being Charter.  The actual cable bill is in my fathers name.  However, I have been paying said bill for 4 years or so now with my credit card.  So obviously I have access to the bill, online account info and the like.  About a year ago, I went to an actual Charter office to exchange a faulty box.  They wouldn’t exchange it with me because I was not listed as an authorized agent on the account.  After going round and round with them, my father (Claude) finally made the call and added me to the account.  After which I changed our plan and exchanged my box.  (Which mind you still didn’t freakin work!)

So now we are wanting to change our plan again because we don’t use the movie channels and it’s just too dog gone expensive.  I sign into Charter, pay some of my bill and then sign into the chat feature to make the necessary changes.  THIS is the conversation I had.  The stars are in place to represent sensitive information.

*Keep in mind, before speaking to a rep the ONLY information they ask you is your first and last name, your address and phone number.  All of which you type in yourself.  I typed my name, my address and the account phone number.

Thank you for choosing Charter Chat Live! A Customer Care representative from Sales Support will be with you shortly.
You have been connected to DAC Beverly .
DAC Beverly : Hello! My name is Beverly, I am with Charter Communications. How may I assist you today?
Courtney ******: I would like to change my current plan to one that just includes expanded cable and internet
DAC Beverly : I will be happy to see if I can help you with this, but I need to ask a few questions first. Do you mind if I ask a few questions?
Courtney ******: sure
DAC Beverly : Thank you
DAC Beverly : I am going to start by accessing your current account. May I get your address including city and zip code please?
Courtney Hughey: *** ***** ***** **** ****** *****
DAC Beverly : Thank you. In the upper right corner of your monthly statement there is a code labeled Security Code. May I have that code please
Courtney ******: oh ok hang on
Courtney ******: ****
DAC Beverly : thank you
DAC Beverly : one moment please
DAC Beverly : unfortunately there are two reasons I will be unable to assist you. The payment you made, while it shows pending, has not applied yet leaving a past due balance of almost $***
DAC Beverly : There is also the issue of you are not an authorized agent
Courtney ******: i should be
Courtney ******: my father put me on the account over a year ago
Courtney ******: i understand the payment portion
Courtney ******: but my name should be on the account
DAC Beverly : Could there be a different last name?
Courtney ******: no. about a year ago I went into a charter location to request a new box and they would not give it to me because i wasn’t on the account, my father right then called and put my name on the account and I was able to go in and get a box
DAC Beverly : Could your last name be different on the account?
Courtney ******: no
Courtney ******: he is my father, we have the same last name
Courtney ******: the only other name could be ***** ******, my mother.
Courtney ******: like I have told the people at the office, i have paid the bill for about 4 years now and thats why he put me on the account
DAC Beverly : The issue is the name is not ****l** in my system    [Note: There is NO FREAKIN L IN MY LAST NAME!]
DAC Beverly : what is your middle name?
Courtney ******: ****
Courtney ******: is there a courtney at all?
DAC Beverly : The courtney is there
Courtney ******: and it’s ******, not ****l**
Courtney ******: is it something that sounds remotely close to ******? this is ridiculous. i run into this problem everytime i try to do anything with charter. obviously it’s me. my name is on the credit card that pays the bills…i receive the bill here at my home, i have the security code and the account number. obviously it’s me
DAC Beverly : Unfortunately since your name is not on the account as an authorized agent I cannot make changes for you
DAC Beverly : Your father will have to call in to verify the information and update your name on the account
Courtney ******: my name IS on the account. YOUR rep messed up MY last name.
DAC Beverly : The name that I have on the account doesnt match. I will have to have the account holder call in or go to the local office with you to add your name to the account correctly

So I’m pissed.  Obviously.  This “Beverly” has no idea who I am and it’s obvious I am the Courtney on the account.  Not to mention, she gave me personal information about a past due balance which I am SURE she shouldn’t have done.  So…I decided to one up her.  I signed out of my Courtney persona and signed right back in, this time under my dad’s name, Claude.  This is the conversation that ensued.

Thank you for choosing Charter Chat Live! A Customer Care representative from Cable TV Support will be with you shortly.
All agents are currently busy. Please stand by.
All agents are currently busy. Please stand by.
All agents are currently busy. Please stand by.
You have been connected to TTD Patrick .
TTD Patrick : Thank you for contacting Charter Communications. My name is Patrick. How may I assist you?
claude ******: Yes I would like to know who are authorized users on my account.
TTD Patrick : I can certainly assist you with your account concern. I am going to pull up your account now and process your request.
TTD Patrick : For verification purposes, may I please have the name on the account, the complete service address, and the phone number beginning with the area code?
claude ******: Claude ******, *** ***** ***** ***** ****** *****, ###-###-#### and the security code on my bill is ####
TTD Patrick : Thank you.
TTD Patrick : While pulling your account, I would like to inform you about our new rewards program, Live it with Charter! Free to all Charter subscribers, members earn points for every dollar spent on all Charter products and services. Points can be redeemed for cool prizes and free sweepstakes entries! To get started please visit Https://www.liveitwithcharter.com.
TTD Patrick : Thank you for patiently waiting.
TTD Patrick : Claude, the authorized user on your account is COURTNEY LANN.
claude ******: Thank you very much.
TTD Patrick : You’re welcome.
TTD Patrick : Is there anything else I can help you with?
claude ******: that would be all for now. thank you.
TTD Patrick : You’re welcome.
TTD Patrick : I’d like to do a quick summary of our chat session today. You have initiated this chat session to inquire the authorized user on the account. I give you the name of the authorized user.
TTD Patrick : Claude, please take time to answer the customer survey questions right after this chat session. Your feedback is valuable in improving Charter’s customer service.
Call me crazy….but Lann is AWFULLY similar to LYNN!  Could you not put two and two together?

Thoughts?