Business Profile

Cable TVs

Charter Spectrum

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Complaints

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

Customer Complaints Summary

14,830 total complaints in the last 3 years.
4,825 complaints closed in the last 12 months.

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Submit a Complaint

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:06/17/2025
Type:Product 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.
Hello,

My Spectrum wireless internet backup unit has not been functioning properly. During landline internet outages, my internet connection goes down entirely, leaving me unable to access my business security cameras and point-of-sale (POS) system.

This failure has caused serious service interruptions during critical times. I canceled the service and requested a full refund or account credit for the period in which the backup service failed to work as advertised.

However, my request was declined. I find it deeply unfair that I have paid for a service that consistently failed to deliver, despite relying on it for essential business operations.

I respectfully request that this issue be reviewed and addressed promptly, and that appropriate compensation be provided.

Thank you for your attention.
Business Response
Date: 06/23/2025
**** *** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** ***

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by *** ***** *** involving a service/billing
concern.

Charter’s records reflect a Charter representative
spoke with *** *** and apologized for the service issues involving the Wireless
Internet Backup system for the business. An adjustment has been applied.

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.
I contacted Spectrum to inquire about the Free offer for a year and I was offered an additional line for free. I had to be on the phone with them for 2 hours which I found to be unprofessional and unnecessary. The agent I spoke with kept me on the line for over an hour for the first part of the call and an hour for the other. The agent stated she was working with someone on the backend in escalations to get the code on my mobile account for the free line. The agent explained the charges and explained she would refund my $20 one time activation ( which she didn’t) . She also didn’t put in any tickets to assure there was no charge for the additional line. Upon checking my bill for the device they were charging me $48.00 when it was supposed to been free. Spectrum lied, mislead and don’t honor promotions . They twist the promotion offers so they don’t have to honor them. Also, on my internet service they put me in a promo that have me paying higher for the 400 when the price is for Ultra . They kept me on the phone for a long prolonged period of time. Unprofessional and poorly trained customer service.
Business Response
Date: 06/26/2025
**** *** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** ******

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by *** ***** ****** involving
a billing concern.

A Charter representative spoke with ***
****** regarding a Mobile billing concern. A representative advised *** ******
that the promotion has been applied along with an adjustment that has been
applied to the account.

A Charter
representative contacted ***
****** on June 22, 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:Service or Repair 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.
On January 12, 2025, I ordered a replacement phone for my flip phone that had stop working. The phone was under factory warranty as well as I had sign up in September 2024 for warranty on replace phone at anytime. Upon receiving the new phone on January 15th, there were not correspondence on what to do with the old phone, no returned shipping label, no email or anything. On February 7, 2025, I reported a fraudulent activity to my bank because an amount of 1,171.49 was charged to my debit card which cause bank account to go in the negative and cause me to be in default with some of my bills. The bank informed me that the charge was from spectrum mobile. I pulled up my account information and saw nothing indicating that amount. I called spectrum mobile and they told me that the charge was for the broken flip phone that they hadn't received. I explained to the operator that I hadn't received any instruction on what to do with the old phone and which she sent me an email with instructions and she stated that I should have received an email from ***** as well. I did not. I was told that they couldn't provide me with a shipping label because the phone was 26 days past due the deadline of when they had to receive it. They said they would not take the phone even if I could send it. I tried taking it to the store, they wouldn't take it. I tried talking to a supervisor, he said their policy was 20 days for receiving the phone. I tried to explain to him that we never received in an email. He said one was sent out on the January 12th with instructions and their policy. January 12th was when I ordered the new phone, why wouldn't they send an email when I received the phone. They withdrew money without my permission and my bank was in agreement and refunded the money but when I ended my business with spectrum in addition to cost of the 4 cell phones, they also have put back that cost of 1171.46 for the broken phone on my final bill.
Business Response
Date: 07/01/2025
**** ** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** *******

******* ***********

This letter is in
response to your correspondence regarding the complaint submitted by *** *****
******* involving a mobile 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

Business Response
Date: 07/08/2025
**** ** *****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** *******

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by *** ******* involving a Mobile
concern.

Charter records reflect a representative contacted
*** ******* last on July 2, 2025, to acknowledge his Mobile device return
concerns. Charter has agreed to accept an out of policy return on his Mobile
device, due to confusion on the return policy and timeframes. *** ******* has
been advised that we have received the device at the warehouse, and it is now
going through the grading process. Charter will update *** ******* once the
grading is complete, and we can finalize the resolution.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 07/08/2025

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.

Sincerely,

***** *******
Initial Complaint
Date:06/17/2025
Type:Product 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 purchased an ****** ** *** *** from Spectrum mobile on 5/15 for $1582.49 and have included the transaction showing it being taken from my bank account. I received an ****** ** ***, I opened the box and recognized the smaller screen immediately and contacted Spectrum to return the item. They didn’t have the *** *** in stock with the amount of memory I had ordered so they told me to order the phone I wanted from Apple and to return this phone and that I would most likely be charged a $50 restocking fee. The box was opened and the phone wasn’t even taken out of the box. I put the cover on the box and shipped the phone back to Spectrum on 6/5 via ***** # ************. They received the phone on 6/12 and today, 6/16, I was notified via text that my phone had been damaged and that there was a small scratch on the screen so they were only going to refund $738.49. I was more than upset because I knew there wasn’t a scratch on the phone and asked them to send me the phone back, I am not paying $844 for a “supposed” scratch on the phone when I didn’t even take it out of the box. They said they couldn’t return the phone, but could email me a picture of the scratch. The email they sent me with the picture of a phone, I have uploaded. It isn’t even the phone I returned. The phone I returned was black in color. The picture clearly shows a phone with a blue rubber protective case on it and you can clearly see the color difference on the screen from the screen protector that was on it. The screen is a darker black, with the protector being a lighter color. The phone I returned didn’t have a protective case or screen protector on it at all. I researched this same return issue and found literally 100s of other customers experiencing the same thing I have. How can they even be in business anymore when they try to screw their customers over like this? This is a completely false claim on their end! The scratched phone picture they sent me is proof in itself! What a horrible company!
Business Response
Date: 06/25/2025
**** *** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** *****

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by **** ***** involving a mobile
concern.

Charter was unable to address Ms. *****’s concerns
without speaking to her for additional information.

A Charter
representative attempted to contact Ms. ***** on June 17, 18, 19, 20 and June
21, 2025, using the contact telephone number and e-mail address that Charter
has on file. Charter was unsuccessful in
these contact attempts to reach Ms. *****.
On June 22, 2025, Charter mailed Ms. ***** a letter with Charter’s
direct contact information. It is
Charter’s recommendation that Ms. ***** contacts Charter directly to expedite a
resolution.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 06/26/2025

Complaint: ********

I am rejecting this response because:
Spectrum left voicemails for me last week with a phone number to call them back at. The number they left was just a voicemail with no options to talk to a live person. I called them back twice at that number and once I called back the number they had called me on which was ###-###-#### where I spoke to a live person. The lady who answered said she would instant message Mike while I was on the phone with her to see if he would accept my call. She said she had reached him and his response was that he would call me back the next day. I also replied to his email twice stating he should respond with a time that he would be calling me the next day so I didn’t miss his call and he never replied to my email. I was only able to upload five images, so couldn’t upload all of the photos I have to prove my information but did upload my two email responses and one missed call from him with the time he had called. He didn’t call me in the afternoon as he stated in his response, he called twice in the morning when I was working and unable to take his call. He also only called four times, twice in the morning and twice just before 1pm and I pick up my grandsons at 1pm so missed his calls then as well. I have attached one photo (because I was at my limit) of a missed call from him at 9:57am proving that he is lying about calling me in the afternoon. The last email he sent in response to my email requesting he set a designated time to call me so I could be available was an email stating they have reviewed my complaint and associated “photos” of the devices condition. I was sent ONE photo, NOT multiple photos, from Spectrum claiming it was the device I returned and the screen was scratched. I uploaded this ONE photo when I filed my initial complaint. The photo they sent me isn’t even of the device I returned. It had a blue rubber phone case protector on it (I returned a black ****** that was literally removed from the box and set back into the box). There was no phone case protector on it. The photo they sent me also CLEARLY shows the color difference in the actual phone screen (with the screen being a darker black color) and what must have been a clear screen protector on the phone (which is a duller color then the actual screen and shows the definitive line from the actual screen and the plastic screen protector). The scratch they “claim” is on the phone I returned shows in the photo that it is actually on the duller color of the screen, which is the screen protector and not the actual phone screen. The ****** ** *** that I returned is made with a very durable ceramic screen. I know that it was returned in the same brand new condition I received it in, the only difference being it was taken out of the initial box and placed immediately back into it when I recognized that spectrum had sent me the wrong phone because the screen was much smaller then the *** *** phone I ordered. The only “proof” they are claiming was the phone I returned is ONE PHOTO of a phone with both a case and screen protector on it. The phone I returned had neither of those protectors on it as it was brand new and never used. The “attempts” to contact me from upper management to discuss this were untimely on my end due to my work schedule and the time I go to daycare to pick up my grandsons. I returned their voicemails as soon as possible stating I was available the remainder of the day to discuss and never received a call back until the next day. This is absolutely unacceptable and fraudulent information on behalf of Spectrum as the photos I uploaded on my initial complaint show. On top of that, charging $844 for a scratch they claimed was on the phone is absolutely criminal and absurd! They have ABSOLUTELY NO PROOF whatsoever that their claim is valid and have provided zero evidence or proof of this! They need to take accountability for this and refund the full amount I paid.

Sincerely,

**** *****
Business Response
Date: 06/29/2025
**** *** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** *****

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by **** ***** involving a mobile
concern.

Charter records reflect a Charter
representative confirmed the device in question had been received with damage. Ms.
***** has been informed no adjustments are warranted.

A Charter
representative contacted Ms. ***** on June 27, 2025, and discussed the above
information. The representative provided Charter’s direct contact information
to Ms. ***** for future reference.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 06/30/2025

Complaint: ********

I am rejecting this response because:

The ONE photo that Spectrum provided stating it was the phone I returned isn’t even the phone I returned. They have no significant proof that it is the phone I returned. No serial number or time stamp or video of the box being opened by their return center of the phone I returned. After researching fraudulent claims by Spectrum customers regarding the condition of phones returned, I found hundreds upon hundreds of other customers who have experienced the same issue from Spectrum. They returned a phone that hadn’t even been used and Spectrum told them they found a scratch on the phone and charged them an outrageous amount for the “supposedly” scratched phone. I have uploaded numerous photos and documentation regarding this and Spectrum has provided ONE photo. In Spectrums last rebuttal, they even stated “photos” being plural and still have only provided one photo. I am uploading an additional photo that was in my account dated May 28th, where they refunded less than half of the cost of the phone to me. How could they determine the condition of my phone on May 28th, when it wasn’t shipped until June 4th and when they didn’t even receive the phone at their returns center until June 13th? I am also uploading an email from spectrum showing they received my phone with that date as well, which is dated June 13th, and proof of return via a ***** QR code of the return. So not only did Spectrum state in their previous correspondence that they had “photos”, plural, but they somehow assessed the condition of the phone I returned and refunded less than half of the purchase price, 15 days prior to even receiving my phone. That proves fraudulent behavior in itself on spectrums end.

Sincerely,

**** *****
Business Response
Date: 07/01/2025
**** ** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** *****

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by Ms. **** ***** involving a Mobile
concern.

A Charter representative spoke with Ms. *****
regarding a Mobile device concern. A Charter representative advised Ms. *****
the refund she received was on June 16, 2025. The return of the device was
initiated on May 28, 2025, which resulted in a charge per policy and therefore
the refund issued would appear on that invoice in her Mobile App. Ms. ***** was
informed that all charges on her account are valid. Charter stance on this
matter is unchanged

A Charter
representative contacted Ms.
***** on July 1, 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:06/17/2025
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.
On 05/15/2025 at 11:10am I paid a balance of $26.84 in regard to a late fee I had on my Spectrum account and on 05/21/2025 at 11:46pm I paid a balance of $119.38. I spoke with a chat representative on 05/21/2025 due to the Spectrum website having issues freezing when I was trying to input my CVV. The representative assisted in helping me make the payment of $119.38 (Confirmation# **********) due to the website issues. I asked if I was good with that side of the balance just to make sure things were squared away and they stated I was. Today, 06/16/2025, I see a balance on the closed account of $26.84. I spoke to a representative and they advised me it was due to a payment being returned, which is 100% incorrect. I advised that the representative advised me that I was paid up to date and everything was good to go as I held screenshots of the conversations. The agent was insistent that the fee of $26.84 is due to a returned payment. At this point it just came across that Spectrum was purposely doing something nefarious towards my closed account because how was everything ok on 5/21/2025 then suddenly on 6/16/2025 there is a returned fee on a payment that cleared from my bank the moment it was processed since I used a debit card? I advised to the agent if anyone could assist me with this fee and they kept stating the fee was valid over and over. I was then advised they could escalate my chat to someone higher regarding the fee. The agent then stated, "I am being told that we are able to waive that fee of $25.00...". This seemed like a huge waste of time because nothing was wrong with the payment being processed the first time around and secondly the agent knew there was a way for a fee to be waived but it had to take someone repeating themselves a good 10x in a chat until they decided they could escalate it immediately and have the fee waived. This is disgusting business practice. Coming from a household who has been with the company for decades we hoped for more.
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 Mr. ******* with a detailed billing and payment
explanation for his account. Mr. ******* was informed a onetime billing
adjustment has been applied to the account.

A Charter
representative contacted Mr. ******* on June 19, 2025, via email and discussed
the above information. The representative provided Charter’s direct contact
information to Mr. ******* for future reference.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 06/24/2025

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.

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.
Equipment was turned into spectrum store during 2020-2021 at one of the following stores. ******* ***** or **** **** **********. I cancelled my tv service a few years back. I only had internet and was using my own equipment. I just canceled my service and they are stating I did not turn equipment which is untrue.
Business Response
Date: 06/24/2025
**** *** *****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** *****

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by *** ***** involving a billing
concern.

Charter records reflect a representative
contacted *** ***** via email on June 23, 2025, to acknowledge her equipment
return concerns. Charter had our Offline team research the matter; however, the
account does not reflect any tracking or notations showing proof of return. Ms.
Rocco has been advised that Charter would need proof of return before an adjustment
could be provided.

A Charter
representative contacted *** ***** on June 23, 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:

The equipment was returned years ago in 2021. Unfortunately I do not have a receipt from 2021. The one store that I usually went to has been closed and I don’t know about the other store. I believe that store no longer exists either. This was not brought up until I decided to cancel my spectrum services.

Sincerely,

********* *****
Initial Complaint
Date:06/17/2025
Type:Product 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.
My internet service was disconnected. Called Spectrum on 6-11-2025 to make payment arrangements. Paid them. Service promised to be restored on 6-14. No service to this point 6-16-2025. Many calls to them but no one could authorize a credit to my account for services I never received.
Business Response
Date: 06/25/2025
**** *** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** ******

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by *** **** ****** involving a
billing concern.

Charter was unable to address Mr. ******’s
concerns without speaking to him for additional information.

A
Charter representative attempted to contact Mr. ****** on June 17, June 18,
June 19, and June 20, 2025 using the contact telephone number and e-mail
address that Charter has on file. Charter was unsuccessful in these contact
attempts to reach Mr. ******. On June 24, 2025, Charter mailed Mr. ****** a
letter with Charter’s direct contact information. It is Charter’s
recommendation that Mr. ****** contact Charter directly to expedite a
resolution.

Regards,
Corporate
Escalations
Charter
Communications
Customer Answer
Date: 06/25/2025

Complaint: ********

I am rejecting this response because: I was not seeking an apology. I was not compensated in any way for the poor customer service. Got an email from them requesting I turn in my equipment. I paid to have my service restored and now they want their equipment back.

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.
Spectrum is charging me a for a service that did not work. They credited me for the first month since it didn't work, but the second month is "uncredited-able" since i cancelled the service 4 days into the month. and they want me to pay even though 3 techs tried to fix it and they couldn't get my service to work, but are still expecting me to pay.

the second month should be credited like the first was for the same reason
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 indicate that a
representative spoke with *** ****** regarding an account concern. A
representative advised *** ****** after further review of the account it was determined
that an adjustment was warranted and has been applied to the account.

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:06/16/2025
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 loyal customer of Charter Communications/Spectrum for over 20 years. I understand that costs do go up, but recently it seems that they have been increasing by bill almost monthly. So, I finally decided to cut the cord. On 2/8/25, I returned all of my equipment to the store on **** **** to Andrea (see attached), which took over 2 hours. I pro-rated the invoice (see attached) even paying for 2/8 which I did not have service on. Since then, I have received multiple texts stating that my account has an outstanding balance. I did call them twice and spoke to two different ladies, both of which were very nice. Now the texts are saying that it will be sent to a collection agency. The week after I dropped off my equipment, I called the *** (can't remember who I spoke to) and they said I should not have to pay for services that were not received. I also spoke to a lawyer friend of mine who said to write "Final Payment" on the memo line of my last check, which I did.

Cable services are considered a public utility, but Spectrum does business like a re-occurring subscription service. I would like an account credit or one-time adjustment for the "outstanding balance."

BBB - thank you for your time.
Business Response
Date: 06/28/2025
**** *** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** ******

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by *** ****** ****** involving
a billing concern.

Charter representative has reviewed *** ******
account and based on the findings; her concerns have been addressed and no
billing adjustment was warranted.

A Charter
representative contacted *** ****** on June 24, 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:06/16/2025
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.
Issue: Spectrum Charged Me for the Internet Services That I Did Not Request for the Specific Period

Resolution: Overpayment of $60.00 to Be Credited to My Account Immediately

I moved and transferred my Spectrum account to my new address. I requested for the internet services at my new address to begin on Wednesday, May 21, 2025. The Spectrum technician came and installed the internet services on aforementioned date. Spectrum customer service rep at the billing department informed me that my account was active from April 25, 2025, at this new address. Therefore, he stated that I owed Spectrum $60.00 for the internet services from April 25 to date. I did not move to this new address until May 21, 2025, and the internet services did not begin until May 21, 2025.

It is not a matter of money, but the principle involved. I hope Spectrum will understand the frustrations and mental anguish that I went through to resolve the billing matters regarding my account. I spoke with at least ten billing reps to resolve several matters regarding my account since on or about May 21, 2025. Most of the matters were resolved, except for this overpayment. I pray that Spectrum will credit my account in the amount of $60.00 to reflect the total balance owed to Spectrum for the internet services to show a balance of zero.I
Business Response
Date: 06/19/2025
**** *** ****

****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************

*** ** *** ******** *******

**** ******* ***********

This letter is in response to your
correspondence regarding the complaint submitted by *** ******** Tashiro
involving a billing concern.

Charter records reflect that a Charter
representative spoke with *** ******* and reviewed current billing and credits
that were applied to her account. Additionally, the representative discussed
*** ********* concerns with the *** ***** store.

A
Charter representative contacted *** ******* on June 17, 2025, and discussed
the above information. The representative provided Charter’s direct contact
information to *** ******* for future reference.

Regards,
Corporate
Escalations
Charter
Communications

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