I had phone service through charter. I paid my cable, internet, and phone all with one check in their drop box, must have been about 3 years ago. I dropped off the check about a week before the due date. 4 days after due date, for some inexplicable reason, my phone is not working. I go to my mom's call Charter. I get a rep who can *barely* speak English. I had to say "what?" after EVERY sentence. He managed top explain that my phone was shut off for non-payment. I ask him to look up my account and see if my cable/internet are current. Yes, they've been paid. That doesn't make any sense, I paid all 3 with one check. He says the computer shows no record of the phone being paid. I said "that's ridiculous". Important note that I did NOT swear at this point, and he hung up. I called back, got a different rep, and this guy could also barely speak OR understand English. After 3 fruitless minutes of the 2 of us failing to break the language barrier, I said "LET ME SPEAK TO YOUR SUPERVISOR". To my utter disbelief, this guy could ALSO barely speak English. Trying to communicate my problem to him was almost impossible. Getting frustrated, I asked if there was any way I could speak to someone who could speak and understand English. He hung up on me. (Funny how he understood that) I called again. I got a rep who could understand me, and I him. I told him my problem. He put me through to the tech department, to schedule an app't to hook my phone back up. I got a tech, we scheduled the app't. He said, however, that the app't had to be approved by billing, so he put me through to billing. The person in billing said that there was a $60 hook up fee that had to be assessed before the tech dep't could be approved for the app't. I asked to speak to a supervisor. At this point, I spent 27 minutes on hold. Yes, I checked. I got a supervisor, told him my tale of woe. I said I have been on the phone with your people for over an hour. 2 of them hung up on me. I did not swear at them, or call them names. He looked up my account, found my bill and payment, and said that there had been an error in accounting, because they were changing their system over to have everything billed at the same time. I said no problem. He said, however, that there was a 60 dollar hook up fee to get my phone back on. What? Why? He said "I have to charge the fee or I can't send a tech out to hook your phone back up." I said no you don't, it wasn't my mistake, you already said it was a mistake in accounting on your end, and my bill is current. "I understand that sir, but I can't make the appointment if I don't charge the hook up fee" I'm sorry, but I've worked in enough places to know in a situation like this that common sense dictates that you waive the fee or mark it "paid" on the invoice you give to the tech before he comes to my house, when it is obviously YOUR mistake that caused my phone to be shut off. He said "I'm sorry sir, I'm not able to do that" And I said "I'm sorry I'm not able to continue using Charter then", and hung up. Now THAT.........is crappy customer service.