We had the same problem with Charter. Two months and counting.
Repeated attempts to contact, send information. Finally, contacted the BBB, filed a complaint. Within less than 24 hours. Case resolves, money on the way from an executive at Charter.
More people need to use the BBB to file complaints about Charter Communications.
If they do, then the BBB will send those complaints to Charter. Charter does not want to loose their BBB rating.
Use this free every person tool to help yourself and every other person in this same situation.