Complaints

This profile includes complaints for Charter Spectrum's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Charter Spectrum

  400 Atlantic St Fl 10 Stamford, CT 06901-3512

• 

  Charter Spectrum

  140 Willow St Winsted, CT 06098-2092

• 

  Charter Spectrum

  1903 N Morley St Moberly, MO 65270-3643

• 

  Spectrum

  1014 Pacific Ave Tillamook, OR 97141-3930

• 

  Charter Communications

  1108 E College Dr Marshall, MN 56258-1902

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spectrum promised to provide *********** as a service. They could not get anything activated, could never find our account and is now trying to bill us for $3000. It was a month to month contract which we canceled and they are now trying to say we signed a year contract for a service they never provided. We are seeking them to remove the bill and the collection they put on our business.

  Business Response

  Date: 07/02/2025

  **** ** *****
  
  
  ****** ******** ******
  ***** ******* **********     
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  
  **** ***** ********
  ****** ***************
  **** ******************************  
  
  ***  ** *** ******** ****
  
  ******* ***********
  
  
  This
  letter is in response to your correspondence regarding the complaint submitted
  by *** **** involving an account concern.
  
  Currently,
  Charter is reviewing the concern and will be in contact with *** **** while
  working towards a resolution. This is not our final response, just an update.
  
  Regards,
  Corporate
  Escalations
  Charter
  Communications

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Spectrum internet customer for years. I noticed about every year my bill goes up consistently. It started around $39, then went to $49, then my most recent bill was for $53. I found this annoying since there are other options. I called to cancel and was told they could offer me a promotion of $10 off my bill for 24 months, making it around $40. I said okay and kept my service. The next day I got e-mails stating my new equipment was ordered. I was so confused as there was no mention of this whatsoever. I called back and talked to someone else who was very nice. He told me every few years they like to send updated equipment and my bill would still be $40 but to swap out the equipment. So I get the equipment and it takes me 3 HOURS and another phone call to get it working. I then have to return the old equipment (and they sent me 2 wireless routers for some reason) and had to wait 40 minutes in line to return that! Today I get my new bill and it's still 50 bucks!! So I do an online chat and the person is absolutely useless!! Told me my bill was 40 dollars for internet but I'm now being charged $10 for a wireless modem. This was totally a bait and switch situation!!! I was lied to, wasted literally HOURS of my life on phone calls and setting up new equipment just to pay the EXACT SAME PRICE I was paying before!! I asked to speak to a manager on the chat and the person said okay but then just disconnected me!!! I AM FURIOUS!!! This is the most shady dishonest company ever! I was considering switching my cell phone to spectrum because they offfered me a deal for that but NOT NOW!!! I Would never!!!! There actually has to be a class action regarding this started I'm about to look into it.

  Business Response

  Date: 06/25/2025

  **** *** ****
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** ********
  
  
  **** ******* ***********
  
  This letter is in response to your
  correspondence regarding the complaint submitted by *** *** ******** involving
  a billing concern. 
  
  Charter
  records reflect that a Charter representative spoke with *** ******** regarding
  a dispute of incorrect charges on her most recent billing statement. The
  representative informed?*** ******** that Charter has been able to apply a
  twenty-four-month internet premier promotion and backdate the services order,
  adjusting the current balance to reflect the quoted rate.
  
  A
  Charter representative contacted *** ******** on June 19, 2025, and discussed
  the above information. The representative provided Charter’s direct contact
  information to *** ******** for future reference.
  
  Regards,
  Corporate
  Escalations
  Charter
  Communications

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2025, I price comparing Spectrum to my current internet provider b/c I was considering switching. Spectrum's website requires you complete address and customer info to even get prices. I completed this process but never agreed to services or setup an account as I still had several weeks left in my contract with my current internet provider. A few days later, an unsolicited box of equipment from Spectrum showed up at my house. I had not intended to switch then, as I was in the middle of billing month with my current provider; appx 3 weeks later I tried to activate the equipment. Unable to activate it, I talked to someone in online support talked and they said that I had a past due bill (of nearly $200) -- even though the equipment had never been activated. I told them I'm not paying for something I didn't ask for and told them I can't even get it installed / activated anyway. Spectrum sent a tech out even though what I had asked for was to correct the bill. The technician was not able to assist due to the past due status. Several days later, I got a disconnect email and I have been trying to deal with this since. Now I got another bill for $284 and after spending more than an hour on the phone with multiple agents, they just keep reading off scripts telling me "there is nothing they can do".
  
  1) I did not agree to services,
  2) I did not install nor activate the equipment,
  3) I spoke to online support during 1st billing cycle to dispute being charged AND due when the equipment is still in a box and not activated,
  4) I asked for a technician to come out and help with install,
  5) I spoke to 3 people during this billing cycle
  
  This is not a legal contract. I would have switched services to Spectrum but not after this. Spectrum should see I have NEVER used it and tried fixing this multiple times. I want this past due balance removed out of my name. These are illegal practices to try and coerce people into contracts / agreements.

  Business Response

  Date: 06/21/2025

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  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** *****
  
  
  **** ******* ***********
  
  This letter is in response to your correspondence regarding the
  complaint submitted by ******* ***** involving a billing concern.
  
  Charter's records reflect that a Charter representative spoke with *******
  ***** and reviewed the billing on their account. ******* ***** has been
  informed of the adjustments made to their bill for their concern. ******* *****
  can reach out to Charter directly with any additional concerns.
  
  
  A Charter
  representative contacted ******* ***** on June 20, 2025, and discussed the
  above information. The representative provided Charter’s direct contact
  information to ******* ***** for future reference.
  
  
  Regards,
  Corporate Escalations
  Charter
  Communications

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon cancellation of my service with this business, I was anticipating a prorated refund for the days I had been billed, but would not be using the service (June 3-15). I was told that the company does not prorate, and therefore I will not receive a refund. The confusing portion of this policy is that they would retain the funds that I had been charged for and paid for, but did not use the service. Someone else moving into my residence and using services from the same company would then also be paying for the same days that I was paying for, and they would actually be receiving funds from two different customers for potentially the same service during this same timeframe. This does not seem to be a fair business practice as I am used to other service providers pro rating services, and offering refunds. I spoke with a supervisor and challenged them about this policy, but was simply told that they do not prorate. In addition, when I canceled services, I was not informed of the fact that I would not receive any prorated refund from the company. I also asked if they track the amount of money that they take in for services that the customer didn't receive, but I did not receive a reply to that. They pride themselves on transparency and customer experience but this does not seem to match those values.
  
  I appreciate the opportunity to bring this complaint to you and would appreciate any feedback. Thank you.

  Business Response

  Date: 06/23/2025

  **** *** ****
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** ********
  
  
  **** ******* ***********
  
  This letter is in response to your
  correspondence regarding the complaint submitted by ******** ******** involving
  a billing concern. 
  
  Charter's records reflect that a Charter
  representative spoke with Ms. ******** and explained Charter's billing policy. Ms.
  ******** was informed a onetime billing adjustment has been applied to the
  account.
  
  A Charter
  representative contacted Ms. ******** on June 20, 2025, and discussed the above
  information. The representative provided Charter’s direct contact information
  to Ms. ******** for future reference.
  
  Regards,
  Corporate Escalations
  Charter
  Communications

• Initial Complaint

  Date:06/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/27/2024 went to Spectrum to set up internet in new residence. This was done. At the same time there was a promotion for one free phone service and the other line for 30.00. It sounded like a good deal. However our phones were not updated enough to work on their network. We would need new phones. We have never spent more than $100 for a phone. We don’t need the latest and greatest, just a phone. We were introduced to ****** ***** * and was told that we could get these for $150 with financing of $11 per month. Fine we agreed. Now after 1 year I inquired why our payment hasn’t decreased, we should have paid off the phone by now. Imagine my surprise when told we still owed $500 plus on each phone. Apparently we were charged $999.99 per phone. We paid $11.11 a month and each month an additional $16.66 was credited to the phone. The term was for 36 months. This means we will pay almost $400 each for phone by time we are done.
  We would never, ever had agreed to this if it was presented this way. We were happy with previous phone service and phones and terms.
  On 6/15 contacted Spectrum through chat to ask for a copy of signed agreement. CSR unable to provide, suggested we go to store.
  On 6/16 made appointment and went to store. cSR was nice and explained all contracts for financing were 36 months. Explained that is not what we were told. Again asked for copy of contract with my signature. She explained that since they use license and ask for SSN, you sign nothing. Would have email with contract.
  I did find an email with this information, but in the midst of moving , never opened it, figured was just confirmation of service.
  Now original salesman, once had our identity confirmed, could sell us 2 new $1000.00 phones which we never agreed to the difference between what he told us and what was on the contract. Truly a bait and switch technique perfected

  Business Response

  Date: 06/26/2025

  **** *** ****
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** ****** **
  
  
  **** ******* ***********
  
  This letter is in response to your correspondence regarding the
  complaint submitted by *** ****** ** involving a billing concern.
  
  Charter's records reflect that a Charter representative spoke with *** ******
  ** and reviewed the billing on his Mobile account. *** ****** ** has been
  informed of the adjustments made to his Mobile bill for his concern. *** ******
  ** can reach out to Charter directly with any additional concerns.
  
  A Charter
  representative contacted *** ****** ** on June 25, 2025, and discussed the
  above information. The representative provided Charter’s direct contact
  information to *** ****** ** for future reference.
  
  
  Regards,
  Corporate Escalations
  Charter
  Communications

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an issue with spectrum consistently lying about credits even their customer service Representatives lie. They've lied about credits being added to a next bill when I complain about this slow phone service and phone. My biggest and main issue for this complaint on BBB is my promotion ending and I was told before if it do so happen to be removed I can contact back the retention manager and they can apply the promotion back to my account but now the promotion has ended and they will not add it.There's a extra $10 every month and now I'm getting charged almost $70 every month, that's excluding the autopay decline they decided to add now which is a shame because people are already struggling to make a payment ever month on their bill due to everything going up and ACP being removed. I'm aware of my phone payment plan but it still saved me some money. I'm considering easily switching to verizon for their free phone deal and also my phone will be unlocked for my convenience after 60days even if I am still paying off their phone. The fact that spectrum possibly sent me a pre-owned or used device is already ridiculous. I tried to return it weeks after I Ieased it but it was outside the return window of 14days so that's the reason I kept the phone. The reason I suspect this device to be used is because it was many issues with it already and it is slow.. it freezes and still do, to this day. I can't even unlock my device until I get it paid off completely but making me pay for a used device at full price is a rip off. I've stuck beside spectrum for awhile even with all the issues and they have helped me but certain reps are rude through chat don't read to understand your issues, just read to respond... Consistently lie about credits and never apply them.. That is going to make a long time customer completely leave and never return. I would like my promotion back or I'm considering switching. I can't keep having my bill increase... No deals on their website , no promos.

  Business Response

  Date: 06/23/2025

  **** *** *****
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** *******
  
  
  **** ******* ***********
  
  This letter is in response to your
  correspondence regarding the complaint submitted by *** ******** *******
  involving a billing concern. 
  
  Charter records reflect that Ms. ******* spoke
  with a Charter representative regarding her mobile billing concern. After an
  investigation, Ms. ******* was informed that a promotion was not applied to her
  mobile account last year, instead Charter had applied a recurring credit for twelve
  months which recently expired. An email was also sent last year outlining the
  recurring credit for twelve months. Ms. ******* was advised that May 2025 was the
  final month to receive the credit, and her new rate is the best available rate
  for her mobile service.
  
  A Charter
  representative contacted Ms.
  ******* on June 20, 2025, and
  discussed the above information. The representative provided Charter’s direct
  contact information to Ms.
  ******* for future
  reference.
  
  Regards,
  Corporate Escalations
  Charter
  Communications
  

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2-03-2025 Called to cancel Spectrum. Was told my remaining bill amount was $115.74. Paid that over the phone. It came out of my account on 2-4-2025 listed as **** ******* ***. Fast forward to June. I start receiving texts thinking they are scam. I go in to local office. They state there is a charge, that it was not paid. I leave there & go to the bank & get print out. They send it wherever & tell me it's all good. I am still getting texts. Then, I get an email from Spectrum stating I need to attach bank statement because they didn't get them. I go back to my bank, get another copy, resend. We go back & forth, still not fixing the issue. I keep having to contact them, meanwhile still getting the text messages on my phone that I owe this money that clearly was paid!! Today "Lisa" sends me an email that states my ticket # 89137021 has been closed. "This payment was not made payable to Spectrum. Please dispute as fraud with your bank. We can not locate a payment that was made to another company." As stated, I called SPECTRUM when I called to cancel my service. They took my payment over the phone.
  I googled "When I paid my Spectrum bill by phone why does it come up as **** ******* ***?" The answer is also enclosed in my paperwork I am sending.
  
  "When paying your Spectrum bill by phone, it may appear as **** ******* *** on your bank statement due to **** ******* being the payment processing company that Spectrum uses. Spectrum outsources its phone payment processing to **** *******, so while you're paying your Spectrum bill, the transaction is processed through **** *******'s system, which is why you see that name on your statement."
  
  I just want Spectrum to zero out my account. I have paid this!! I am tired of the texts, the emails & the irritation of all of this. It's got me so flustered trying to deal with this. Please help.

  Business Response

  Date: 06/25/2025

  **** *** ****
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** ******
  
  
  **** ******* ***********
  
  This
  letter is in response to your correspondence regarding the complaint submitted
  by *** ******, involving a billing and misapplied payment concern.
  
  Charter
  records indicate that the customer was a victim of a third-party payment scam. The
  customer has been advised of Spectrum’s billing and fraud policies.
  Additionally, the customer has been advised of ways to further secure their
  account. An adjustment has been issued, which offsets a portion of the
  previously assessed charges.
  
  A Charter
  representative contacted *** ****** on June 18, 2025, to discuss the above
  information. The representative provided Charter’s direct contact information
  to *** ****** for reference.
  
  Regards,
  Corporate
  Escalations                                                                                                                                  
  Charter
  Communications

  Customer Answer

  Date: 06/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I have been in contact with my bank and I have filed a fraud incident on my account.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Spectrum on the day promotional pricing was scheduled to expire to re negotiate new contract. Was told by rep new monthly bill would be 144 and promo would be backdated to also reflect new price on June billing statement. New billing is 185.51! Called support and was told no notes were made! Will not honor price quoted on recorded line!

  Business Response

  Date: 06/22/2025

  **** *** ****
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ********* ****** **** ****
  
  
  **** ******* ***********
  
  This letter is in response to your
  correspondence regarding the complaint submitted by **** **************** involving
  a billing concern. 
  
  Charter’s records reflect a Charter
  representative provided *** **************** with a pricing explanation for her account. *** **************** was informed a onetime
  billing adjustment has been applied to the account.
  
  A Charter
  representative contacted *** **************** on June 19, 2025, and discussed the above information. The
  representative provided Charter’s direct contact information to *** **************** for future reference.
  
  Regards,
  Corporate Escalations
  Charter
  Communications

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spectrum forces customers in to Auto pay when it comes to cell phones bills Not a single worker told us this when we sign up for our cells phone thur them. That is shady business Deal. Your telling me as your customer that you don't trust me to pay my bills

  Business Response

  Date: 06/20/2025

  **** *** *****
  
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** ****************
  
  
  **** ******* ***********
  
  This letter is in response to your
  correspondence regarding the complaint submitted by *** ********** involving a billing
  concern. 
  
  Charter records reflect a representative contacted
  *** ********** on June 19, 2025, to acknowledge his concerns regarding autopay.
  The representative explained that the terms and conditions were accepted during
  the Mobile order, which does advise of the autopay requirement. *** **********
  was advised he could still process a one-time payment prior to autopay going
  through if he prefers.
  
  A Charter
  representative contacted *** ********** on June 19, 2025, and discussed the
  above information. The representative provided Charter’s direct contact
  information to *** ********** for future reference.
  
  Regards,
  Corporate Escalations
  Charter
  Communications

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took money out of my bank account without my permission I didn't authorize this charge

  Business Response

  Date: 06/21/2025

  **** *** ****
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** ********
  
  
  **** ******* ***********
  
  This letter is in response to your
  correspondence regarding the complaint submitted by *** ******* ********
  involving a billing concern. 
  
  Charter representative has reviewed Mr. ********
  account and based on the findings; his concerns have been addressed and no
  billing adjustment was warranted.
  
  A Charter
  representative contacted Mr. ******** on June 19, 2025, and discussed the above
  information. The representative provided Charter’s direct contact information
  to Mr. ******** for future reference.
  
  Regards,
  Corporate Escalations
  Charter
  Communications