Business Profile

Cable TVs

Charter Spectrum

This business is NOT BBB Accredited.

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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.

If you've experienced an issue

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:07/19/2022
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.
Purchased 2 new phones from local store from Kevin...told him what phone I wanted 5g and the price...he brings it out and I tell him that is not the one..he claims it is and the price was maybe lowered...told him at least 5 more times it was the wrong phone...he insisted it was...got home looked at receipt and it was the wrong phone....went all the way back up there and he was in a panic not knowing how to fix..hour later told him to figure it out.....went back next day and a not so nice lady said I would have to pay a 50 restocking fee...I think not..he gave me the wrong darn phone..customer service was called at least 8 times and they have nothing to do with the stores and manager is on vacation..yea right...So I either keep the same darn phone I traded in or pay them 50.00..
Business Response
Date: 07/29/2022
**** *** ****

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

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

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

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

Charter records reflect on July 25, 2022, a Charter
representative contacted Mr. ***** regarding his concern. The representative reviewed
the details and informed Mr. ***** an adjustment has been applied.

A Charter
representative contacted Mr. ***** on
July 25, 2022, and discussed the above information. The representative provided
Charter’s direct contact information to Mr. ***** for future reference.

Regards,
Corporate Escalations
Charter
Communications
Initial Complaint
Date:07/19/2022
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’m June of 2022 spectrum charged me approximately $128. I have internet through them which is only $44.99. I found out they were charging me for tv and other tv related items which I DO NOT have. I have never asked for it or even received it. I called them many, many times and every time they told me it would come off of my account and that I wouldn’t have to pay for anything but my internet. They are still trying to get me to pay it and I have refused because I don’t have or have ever had their tv service. I know I’m not the only person that they’ve done something like this to, because my father has had a similar experience with spectrum. Spectrum is still trying to make me pay $83.94 for tv and other tv related items that I do not have.
Business Response
Date: 08/04/2022
****** ** ****

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

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

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

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

Charter's records reflect that a credit has
been applied to Ms. ****** account for this concern and account corrections
were completed. Charter has been unable to confirm with Ms. ****** if all of
her concerns were addressed without speaking with her.

A
Charter representative attempted to contact Ms. ****** on July 22, 27, 28, 2022
using the contact telephone number and e-mail address that Charter has on
file. Charter was unsuccessful in these contact attempts to reach Ms. Farris. On
July 27, 2022, 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
Initial Complaint
Date:07/19/2022
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 am the POA/Payee for ****** ****, *** ** ** ***** **** ******* ** ,Spectrum acct. **************9. ****** is mentally handicapped and I am responsible for him. On 4/6/22 I paid for his service from 3-26 - 4/25/22 and requested the service be cancelled as ****** did not use it. On 4/11 I called Spectrum to make sure the service was cancelled and was told service had to be cancelled by "account owner". On 4/20 I drove 400 miles to have ****** get on the phone to cancel his service as he needed help doing so. The conversation was at 2:30 p.m. and was to be recorded. We were told to return the equip via our local *** office(******* **.) which was done on 4/21 and was received in ******** ******** ** on 4/22/22 per tracking #*****************0. We continue to be billed at total of $376.64 with threats of collection agency involvement with additional fees. Our numerous calls to Spectrum have done nothing to resolve this issue and we refuse to pay for service that was cancelled and equipment returned. Please help us resolve this issue. Thank you!
Business Response
Date: 07/29/2022
**** *** ****

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

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

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

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

Charter records indicate on July 28, 2022, a
representative spoke with Mr. **** regarding the matter. The representative
determined that in this case, an adjustment is to be placed on the account
based on the date of the equipment return. This has since been completed. Mr.
**** declined to provide the power of attorney paperwork. Until this can be
verified, billing and other account details cannot be discussed with Mr.
******* ****.

A
Charter representative contacted Mr. **** on July 28, 2022 and discussed the
above information.

Regards,
Corporate
Escalations
Charter
Communications
Initial Complaint
Date:07/19/2022
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.
6/3/2022 - Service disconnected. Customer representative told me there would be no further charges. I explicitly asked this and was told there was no need to remove my auto-pay information because there would definitely not be any additional charges.
6/28/2022 - charged $54.99 even though I had not used my internet all month, and the service had been disconnected.

7/1/2022 - Called spectrum on the phone. Talked to Ki, who said that I was charged because I had the equipment until the middle of June. However when I originally called to cancel my service I was told that there would be no other charges unless I failed to return the equipment in 30 days.
Ki’s supervisor, Felicia, told me that it doesn’t matter what any customer service representative says to customers on the phone even if it is a lie or a mistake- and Spectrum does not take responsibility for what its customer service representatives say over the phone. This is certainly not satisfactory and points to huge failures of the company. I asked to speak to a manger so Felicia, the Customer Service Supervisor, told me that I could expect to receive a call back from the manager Vinny, within 24-48 hours. Vinny never returned my phone call.

Spectrum told me they understood exactly why I was upset but said they are not responsible for what their CSRs say, so they were unwilling to resolve the matter. They proceeded to ignore me and not return my call. I would like a refund of $54.99 for the extra month that I was charged for.

Account number ending in ****
Business Response
Date: 07/28/2022
**** *** ****

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

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

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

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

Charter records indicate on July 25, 2022, a
representative spoke with Mr. ******* regarding the matter. The representative
decided that in this case, an adjustment is to be placed on the account. This
has since been completed and proper expectations have been set. Interactions
have been reviewed in an effort to identify coaching and retraining
opportunities.

A
Charter representative contacted Mr. ******* on July 25, 2022 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: 07/29/2022

Complaint: ********

I am rejecting this response because:

I had to speak with multiple representatives who again berated me and refused to review my original telephone call with spectrum. I was spoken to very disrespectfully and they again tried to dismiss my request for a refund multiple times. When they finally reviewed my original phone call they realized that I was deserving of the refund however in our conversation they confirmed that they now I canceled my service due to moving from my previous address. They have now sent a refund to my old address which I will never be able to receive and have ignored my emails repeatedly. Dealing with spectrum has been the worst customer service experience I’ve ever had.

Sincerely,

****** *******
Business Response
Date: 08/09/2022
August 9th, 2022

Better Business Bureau
Attn: Dispute Resolution
29 Berlin Road
Cromwell, CT 06416
Phone: (860) 740-4500
Fax: (860) 740-4510
Email: [email protected]
URL: http://www.bbb.org/connecticut

RE: CT BBB ******** *******

Dear
Dispute Resolution:

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

Charter records reflect on August 3rd,
2022, a Charter
representative reviewed the account and conveyed the refund has been reissued to
the updated location on file.

A Charter
representative contacted Mr. ******* and
discussed the above information. The representative provided Charter’s direct
contact information to Mr. ******* for
future reference.

Regards,
Corporate Escalations
Charter
Communications
Initial Complaint
Date:07/19/2022
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.
6-10-22: Received a monthly bill from Spectrum (service period 5/30-6/29) that was much more expensive ($154.63) than the monthly plan we agreed to ($130.18). Never received any notice that my plan would be increasing.

6-10-22: Called Spectrum to ask about the change. They said it was a price increase. I switched to a different $74.95 monthly plan effective immediately.

6-10-22: Spectrum disconnected my cable TV service.

6-10-22: Spectrum told me to pay the $154.63 now, and I would be credited for next month (~$50 credit for overpayment).

7-16-22: I received a new monthly bill (service period 6/30-7/29) that was $144.63. I was expecting the bill to be ~$25 = New $74.95 plan minus the ~$50 credit from overpayment last month.

7-18-22: Called Spectrum. Was on hold and was passed around with 4 different people over 2 hours. Superviser Terry B. said he can't give me any credit from the June payment because it's subscription. But by the terms of the agreement, if that was the case that they can't do pro rate, then they should not have disconnected my service until the end of the month... He lied to me about the plan I had - Said my new plan didn't have internet for $55 and streaming for $20 (total $75) even though the 2 other people I talked to confirmed that was the plan I signed up for on 6-10-22, and that I should be charged more than that in July.

Because I did not have service in June, I would like to pay for the services that Spectrum provided me. This is a bill of $25 (including a credit from them disconnecting service) instead of $144.63 for July.
Business Response
Date: 07/28/2022
**** *** ****

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

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

Dear Dispute Resolution:

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

Charter’s records reflect on October
13, 2021, a representative spoke with Mr. ****. The representative informed Mr.
**** that in accordance to Charter’s Monthly Subscription Service policy, which
is printed on each billing statement, Charter’s records reflect the account has
been billed accurately for the subscription service through June 10, 2022. Mr.
**** was informed a onetime adjustment had been applied to the account for June
30, 2022 billing cycle and no further adjustments are warranted.

A Charter representative contacted
Mr. **** and discussed the above information. The
representative provided Charter’s direct contact information to Mr. **** for
future reference.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:07/19/2022
Type:Sales and Advertising 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 saw an ad on tv, then I got the same offer in the mail. I bought a new phone and tried to get the deal that they sent to me. When I called they said that there was no such deal, they said other people called about it. So I just spent 500 for a phone that I otherwise would not have bought.
Business Response
Date: 07/30/2022
**** *** ****

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

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

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

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

Charter records reflect on July 26, 2022, a
Charter representative contacted Ms. ******* regarding her concern. The
representative reviewed the account details with Ms. ******* and informed her the
account has been billed accurately.

A Charter
representative contacted Ms. ******* on July 26, 2022,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:07/19/2022
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.
While attempting to change my address with my internet service provider, Spectrum sent me a cell phone and assigned me a mobile account. This was done without my consent or want. I did not sign for the phone when it was delivered and I did not fill out any form giving consent. I visited the store within the 14 day return window but the store could not or would not accept the returned device. They said they would email me the return label. I did not receive the return label. I returned to the store 3 more times to attempt to resolve the issue. I called the company three more times and emailed them several more times. No resolution was ever provided. I visited the store again today to try and solve the issue but after spending more than two hours in store, on hold with the company trying to resolve the issue. After all this effort on my behalf, according to the company’s return policy, there is still no resolution.
To sum up; I was sent a phone I didn’t ask for. I was not allowed to return it. Funds are currently being automatically deducted from my checking account without my consent and against my wishes. The company tells me I cannot stop the auto pay function until the account is closed and I can’t close the account without returning the device that they will not allow me to return.
I feel like this clearly demonstrates over reach by the company and they have devised policies and procedures that inhibit the customers ability to react and respond in a fluid way that takes financial
Advantage of the customer and financially benefits the company only to a point that the customer is unable to stop an auto payment.
Business Response
Date: 08/11/2022
****** *** ****

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

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

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

This letter is in response to your
correspondence regarding the complaint submitted by Mr. **** ******* 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 July 22, July 25,
July 27, July 29, August 1, August 2, August 4, August 9, and August 10, 2022 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 August
11, 2022, 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
Initial Complaint
Date:07/19/2022
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.
Our household (**********- *** ******) got a brand new modem and router about 3-4 months ago. We have had **** service since. The internet goes out every single night around midnight. But that isn’t the biggest issue right now. When I awoke around 5am EST Sunday 7/17 with no internet, I tried all the usual things like resetting my machines, devices, etc. Nothing worked so I called in. They did a factory reset. Did not help. I called back. The rep stated he could see an issue and we’d need a new piece of hardware. Being disabled and not driving, an appointment was made for a tech to come out to help us. The tech never showed. We called to see what happened? Someone “cancelled” the appointment. I spoke with a rep on ******** chat and she kept insisting a family member cancelled it but I know with undying certainty that no one in this house did such a thing. We rely on internet, ITS HOW WE MAKE OUR MONEY TO PAY OUR BILLS… LIKE SPECTRUM!!! The rep on the phone and ******** chat both refused to help us. They refused to send someone out. They refused to honor the appointment and just pushed us back like they aren’t taking money from us in the process by not allowing us to work. This company is ridiculous. Your equipment is faulty, you cancel an appointment for no reason and lie about it, and then refuse to work with us to remedy your mistake(s). I understand your rating is on the lower side due to not paying the BBB to be accredited, but your ratings are still truly awful and for good reason. I highly suggest y’all take a long, hard look at yourselves and the company and ask yourself… is this good customer service? Am I doing a good job? Is this a nice, helpful way to treat our paying customers? Because right now, the answer is no to all questions.
Business Response
Date: 07/25/2022
**** *** ****

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

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

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

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

Charter records indicate on July 25, 2022, a
representative spoke with Ms. ****** regarding the matter. The matter has been
reviewed in an effort to identify improvement opportunities. A technician has
since gone to the home and connected the router properly. Ms. ****** states the
service is now working correctly.

A
Charter representative contacted Ms. ****** on July 25, 2022 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: 07/26/2022

Complaint: ********

I am rejecting this response because:
while The tech who helped was great, the fact still stands that someone within the company cancelled our appointment for no reason. We 100,000,000% did not cancel it ourselves why would we when we need in there for work? That’s silly
I accept all responses about this case minus the deleted appointment I will be completely satisfied once that particular bit has been handled and the proper party has been found and severely dealt with

Sincerely,

***** ******
Business Response
Date: 08/05/2022
****** ** ****

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

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

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

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

Charter’s records reflect a representative
spoke with Ms. ****** and explained that the matter has been reviewed in an
effort to identify improvement opportunities.

A Charter
representative contacted Ms. ****** on July 28, 2022 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:07/19/2022
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 increased my bill, claiming I had promotional pricing when I was NEVER told the pricing was promotional (it was a price match to induce me to stay). In late 2021 I noticed the price increase and initialed a customer service chat, where at the end the agent told me that my pricing would be $60/month instead of the $70/month increase. Despite that pricing provided in writing, Spectrum continued to charge me $70/month. Today I initiated another chat asking for a refund and to have my pricing corrected, and they are claiming that the prior agent "miscommunicated" to me the pricing. But they gave me a pricing in writing and I expect it to be honored. I would have canceled my service without that pricing, so this written price of $60/month induced me to continue my service. Their customer service agents and leadership are refusing to refund me for the overcharge for all applicable months and claiming that they can at most give me a $50 credit and future promotional pricing, but I expect them to honor the written pricing I was provided and give me a refund for the overbilling for the months they overbilled through July 2022. I don't believe it is unreasonable to expect them to honor the pricing they provided me (again, in writing) and to issue a refund.
Business Response
Date: 08/02/2022
*** ** *** ******** ******

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

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

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

A Charter representative attempted to contact Ms. ****** on July 21, July 22, and July 23, 2022 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 July 25, 2022, 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: 08/05/2022

Complaint: ********

I am rejecting this response because: The business has called me from unknown phone numbers, which I typically don't answer due to the ridiculous amount of spam phone calls. I did try to call Andrea S****** this afternoon at the number provided and left a message.
Meanwhile, I called customer service today after my call to Ms. S****** to try to cancel my service. The agent I spoke with there obviously tried to get me to stay, even though I told him I already had a new service provider. That person kept talking over me and interrupting me, which was infuriating. During the call he also told me that the online customer service agents I was previously speaking with can't handle pricing issues, which not a single one of them told me. If it's true they can't handle pricing issues, then why did they waste about 1.5 hours of my time when they could have directed me to a phone number to call instead? He asked the price I was paying for my new service, which is twice the speed of their service, and I told him it's $75/month. He offered for me to stay with them (at their lower speeds) for $45/month and then proceeded to try to tell me I would be paying double with my new provider. I told him the price isn't double, because $75 is not double $45, and he kept repeatedly telling me it was double. I explained that I know how to do math and double $45 is $90, so I'm not paying double. He said something to the effect of "well yeah, if you're going to be exact" and claimed that I was focusing on little details. I explained that those little details matter and he told me they did not. These are the frustrating conversations I am forced into having with Spectrum's agents, where they are clearly being dishonest and disingenuous and trying to manipulate people into agreeing to stay with them. It was at that point that I lost all patience and I did yell over him for him to please cancel my service. After this point I asked him to transfer me to someone above him and he tried to tell me there was no one. I asked REPEATEDLY to speak to his supervisor and he refused, telling me at one point she was not available, and I said I was sure someone above him was available for me to speak with and that I did not wish to speak with him any further. He claims that he put in some kind of ticket for me to be contacted, but I am not sure I believe him based on the whole discussion with him. He denies that he was talking over me or interrupting me, but a recording of that call will show that's not the case.
I am not generally the kind of person who causes trouble or yells at people, but this company's agents just keep pushing me past my limit. I just wanted to cancel my service based on my poor experience, and the fact that Spectrum's internet speed is slow and cuts out all the time, and I shouldn't have to jump through so many hoops to cancel, especially when I've made it clear that I have a new provider and have agreed to a commitment with them. Just like I shouldn't have to ask every person I talk to MULTIPLE times for a supervisor. This new agent's refusal to listen to what I was saying, insistence on trying to convince me of things that are not true, claiming that my view that details (like pricing) matter is wrong, and then acting as though I'm in the wrong when I'm frustrated by the situation, is just terrible customer service. It is a perfect example of why I don't want to do business with them any longer.
I don't understand why this company has to make everything so unnecessarily difficult. There was a very simple solution when I first contacted them about the incorrect pricing, which was to honor the written pricing and issue a refund. Instead, I had to speak to multiple people and end up with only a partial credit. And now that I have canceled my service, I am afraid I won't get my money back. You seriously need better business practices.

Sincerely,

********* ******
Business Response
Date: 08/19/2022
****** *** ****

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

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

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

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

On August 12, 2022, a Charter representative addressed
Ms. ******’ customer experience and confirmed the account has been disconnected.
The representative also took action to ensure a refund would be issued for Ms.
******’ credit balance.

A Charter
representative contacted Ms. ****** 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:07/19/2022
Type:Product 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.
I am a disabled remote worker who relies on the internet for work & use ****** **** to turn on lights, cook, and more. Despite my disability I am an entertainment executive and need to access my website, ******* and ********. Spectrum’s internet service dropped out at about 3pm July 17th and when it came back I could only access ***** & ******** ONLY on the internet. All my Streaming apps but one won’t open. My ****** **** devices doesn’t work complicating my mobility disability. I did call customer support and wait two days for repair. I asked to expedite but run into hurdles. Since I am disabled I need help faster & I need to insure they note this in the future.
Business Response
Date: 08/01/2022
****** ** ****

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

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

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

This letter is in response to your
correspondence regarding the complaint submitted by Ms. ******, involving a service
and technician scheduling concern.

Charter
records indicate that Spectrum Field Operations personnel have identified and
resolved the customer’s service-related concern. The customer has been advised
that an adjustment has been issued, which offsets a portion of the previously
assessed charges.

A
Charter representative contacted Ms. ****** on July 22, 2022, to discuss the
above information. The representative provided Charter’s direct contact
information to Ms. ****** for reference.

Regards,
Corporate
Escalations
Charter Communications
Business Response
Date: 08/01/2022
****** ** ****

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

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

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

This letter is in response to your
correspondence regarding the complaint submitted by Ms. ******, involving a service
and technician scheduling concern.

Charter
records indicate that Spectrum Field Operations personnel have identified and
resolved the customer’s service-related concern. The customer has been advised
that an adjustment has been issued, which offsets a portion of the previously
assessed charges.

A
Charter representative contacted Ms. ****** on July 22, 2022, to discuss the
above information. The representative provided Charter’s direct contact
information to Ms. ****** for reference.

Regards,
Corporate
Escalations
Charter Communications
Customer Answer
Date: 08/01/2022

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 also now have a contact with the business to help reduce issues that affect me both working from home and my reliance on certain tech due to a disability.

Sincerely,

***** ******
Customer Answer
Date: 08/01/2022

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 also now have a contact with the business to help reduce issues that affect me both working from home and my reliance on certain tech due to a disability.

Sincerely,

***** ******

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Charter Spectrum is NOT a BBB Accredited Business.