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: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.
I switched Internet services on an offer for $49.99 per month then got a bill for $132.97 for the same service and another charge for $85.77 for services I did not use, totaling $218.74 for the month.
I switched from Spectrum residential to Spectrum business service for the same address. Then Spectrum double billed me for both residential and business services on the same TV, even though the residential equipment had already been returned, they still charged for a full month of service.
When I realized they were falsely advertising the pricing on the business service, I canceled it (within the 30-day trial period). However, Spectrum was still billing me for both business and residential services neither of which were being used.
I made four calls and two visits to their storefront office before they agreed to cancel the residential and business services (which they were double billing). I've returned all of their equipment, including an extra device which was left at my house accidentally while setting up the business service.
Spectrum may still be billing me for these services which they falsely advertise, please see the charges along with the original offer for $49.99 which they advertise on their website but refuse to honor. Spectrum uses their monopoly powers to charge consumer expenses arbitrarily and then refuses to cease and desist billing after services have been canceled and equipment returned.
Business Response
Date: 08/01/2022
****** ** ****

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

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

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

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

Charter’s records reflect that both accounts
associated with Mr. ***** have been disconnected and all equipment has been
returned. Adjustments have been applied
to both accounts.

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: 08/03/2022

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.

Sincerely,

******* *****
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.
In transferring over to Spectrum service, two of the phone lines did not transfer and we had several back and forth calls for at least 1 week. Those lines were also problematic since day 1, with both of them going to lower speeds, due to them "using" their data of 5GB. We signed up and paid for an unlimited plan, not a 5GB plan. I called at the end of Feb and received information that our plan was set up wrong and they would fix it. This happened repeatedly each month and calls were made and they would put a ticket in. On 6/22/22, I received an email at the same time that my phone was slow and not working, I called the service line and told them that this was unacceptable after months of the same issue, and needed a resolution with no help at all. I was told that the system was down and that I would need to call back the next day. I called back the next day and was told that they couldn't handle this, but a ticket was placed and I should have a call back within 48-72 hours (which we never received). After several calls since 6/22, we never did have a return call. We have been promised that our ticket was escalated to tier 4 and to date have not received a return call. We were asked to go to a Spectrum store, that was useless trip, as they could not do anything. We have to have phones that work, so we went and started a service with Verizon, and canceled our service with Spectrum. Two of our phones were with them and we attempted to return them to the store. The store manager told us that he could not take them, but reached out to his manager and would be back in touch with us no later than today. He also provided his number to us, in the event that we do not hear from him, the phone number was never answered at all after numerous calls. They are now attempting to charge us over $1000 for phones that are locked to them, that we no longer have service for, can't use, and they will not let us return them.
Business Response
Date: 08/04/2022
****** ** ****

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

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

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

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

Charter
leadership has reviewed the customer service interactions, corrected the
billing and provided Mr. ******** with options to return the equipment.

A Charter
representative contacted Mr. ******** on July 27, 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: 08/04/2022

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.

Sincerely,

****** ********
Initial Complaint
Date:07/18/2022
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.
On a June 4,2022 billing statement ( account#: ****************) I discovered a $9.99 charge for "Cloud DVR Plus" that I never signed up for. I called customer service and they credited the $9.99 on the following billing statement (June 4, 2022). My trusting character thought it was a one time mistake on Spectrum's part but unfortunately upon further investigation, I discovered the same charge was billed for the past 12 months (but could be more then 12 months because their data base only holds billing statements for 1 year)!! So once again I called customer service today, July 18, 2022 and spoke with a "Carla". Carla informed me that Spectrum does not resolve a billing dispute past 60 days. This is deceitful robbery in my opinion! I never signed up for the Cloud DVR Plus service but was charged all those months. Not fair and definitely not right!!!
Business Response
Date: 07/28/2022
**** *** ****

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

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

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

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

Charter records reflect a Charter
representative spoke with Ms. ******* on July 22, 2022, to acknowledge
her billing concern. The representative
worked to correct the billing issue by applying a onetime adjustment to the
account and confirmed the unwanted service was removed correctly.

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:07/18/2022
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.
This is regarding delay in repair to phone and internet services at ********* ************ *********** located at *** *** ******** **** ** ************* ***** ********. Both phone and internet services have been down at this facility for offenders since July 13, 2022. Upon speaking with representatives at the facility, there is currently no ETA for when services will be restored. This is unacceptable. For many families, this is their only lifeline to their loved ones *** *** *************
Business Response
Date: 07/28/2022
**** *** ****

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

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

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

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

Charter records indicate a Charter
field representative conducted a service visits on July 15 and July 19, 2022, and
found that Charter issued equipment had been damaged by lightning. The representative
replaced the damage equipment and verified the services were performing up to
standards.

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:07/18/2022
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 RETURNED MY SPECTRUM EQUIPMENT, MODEM, AND ROUTER ON 6-25-22 TO A SPECTRUM STORE, AS I HAD ANOTHER COMPANY INSTALL STREAMING SERVICE THE DAY BEFORE. THEN I GET A BILL FOR SERVICE FROM 6-13-22 THRU 7-13-22, FOR THE ENTIRE MONTH WHEN I ONLY HAD THEIR SERVICE FOR 2 WEEKS. THEY TOLD ME TODAY THAT "THEY ARE A MONTH TO MONTH SERVICE" AND UNLESS I CANCEL BEFORE THE NEW BILLING DAY I HAVE TO PAY FOR THE ENTIRE MONTH. I GET ELECTRONIC STATEMENTS AND PAY MY BILL ON THEIR APP, WHICH DOES NOT SHOW THEIR "MONTH TO MONTH" SERVICE. AND I AM SURE THIS HAS HAPPENED TO MANY MANY PEOPLE. IT IS DISHONEST AND GREEDY. IF I AM NOT USING THEIR SERVICE WHY SHOULD I PAY FOR IT? TIMES ARE TOUGH AND $190 A MONTH FOR BASIC CABLE AND INTERNET IS ABOUT AS GREEDY AS YOU CAN GET. I WILL NEVER GO BACK TO SPECTRUM AND I WILL NOT RECOMMEND THEM TO ANYONE! I SHOULD ONLY HAVE TO PAY FOR A HALF A MONTHS SERVICE. NO WONDER PEOPLE ARE GETTING AS FAR AWAY FROM SPECTRUM AND CABLE AS THEY CAN.
Business Response
Date: 07/28/2022
**** *** ****

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

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

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

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

Charter’s records indicate Ms. *******’s
balance is accurate in accordance with the terms and conditions of Charter’s
Monthly Subscription Service policy, which is printed on each statement, and a
billing adjustment will not be applied.

A Charter
representative contacted Ms. ******* on July 22, 2022 and discussed the above
information.

Regards,
Corporate Escalations
Charter
Communications
Initial Complaint
Date:07/18/2022
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 is claiming I owe them equipment which was never received. They are claiming I received 2 modems, over the course of 2 years. This does not make sense since I purchases my OWN modem.
Business Response
Date: 07/29/2022
**** *** ****

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

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

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

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

Though initial contact was made, Charter was
unable to thoroughly address Mr. *********’s concerns without speaking to him.

A Charter
representative attempted to contact Mr. ********* on July 23, 24, 25, 26 and
27, 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 July 27, 2022, Charter mailed
Mr. ********* a letter with Charter’s direct contact information. It is Charter’s recommendation that Mr.
********* contacts Charter directly to expedite a resolution.

Regards,
Corporate Escalations
Charter
Communications
Initial Complaint
Date:07/18/2022
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.
Hello, I have never had spectrum services. I received, not only a bill, but a past due bill from spectrum for $180.42. I received their equipment to my doorstep. I never used their equipment or even took it out of the box because i never had an account or any services. We had *** internet and ******* phones, that is all. I do not have a car, I have been on disability for over a year now. How am i supposed to return this box? I've contacted spectrum twice and talked to a total of 6 people, no one knew what was going on. Each person was nice and respectful but would ultimately send me to someone else who couldn't help. If I wouldn't of caught this bill, would this of damaged my already poor credit? I need my 'non existent' account to be deleted and 'my' bill to be taken care of. Did i mention they sent me an ad to signup for spectrumtv and spectrum internet in my mailbox with this bill? Wow.
Business Response
Date: 08/01/2022
****** ** ****

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

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

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

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

Charter records reflect on July 28, 2022, a
Charter representative contacted Mr. ****** regarding his concern. The
representative reviewed the account and informed Mr. ****** an adjustment has
been applied.

A Charter
representative contacted Mr. ****** on
July 28, 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:07/18/2022
Type:Sales and Advertising 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.
Classic bait and switch tactic. I am a Spectrum internet customer. I received an upgrade voucher from Spectrum with an offer to add Spectrum TV choice for $29.99 a month for 12 months which clearly states that is includes 15 channels of my choice (from their available options) and local broadcast channels. When I called to redeem, the customer service representative walked me through picking the channels and then mentioned it would be $51 a month because of the local broadcasting fee of $21. I pointed out the the flyer indicated $29.99 a month with local broadcast channels included and he said that it is $29.99 plus the $21 for local broadcast channels. I again pointed out that this is not what the flyer clearly indicated. He spoke to a supervisor and came back stating there was not way around the broadcast fee. I then mentioned to just give me the 15 channels for the $29.99 and he said there was no way to remove the local broadcast channels or the fee associated with them.

These types of business practices are misleading, can take advantage of people, and need to stop. If they simply stated the true offer and costs associated, it would allow people to make an informed decision and not waste their time.

The fact that this is still occurring from one of the nations largest internet and cable providers is despicable. I have attached a copy of the offer letter confirming the offer I received.
Business Response
Date: 07/21/2022
**** *** ****

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

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

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

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

Charter records indicate on July 20, 2022, a
representative spoke with Mr. ****** regarding the matter. The representative
ensured that proper expectations have been set regarding the monthly rate. The
price mentioned does not include taxes and fees. No changes to the monthly rate
are warranted.

A
Charter representative contacted Mr. ****** on July 20, 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: 07/21/2022

Complaint: ********

I am rejecting this response because: The representative that contacted me and stated the additional $21 fee was some federal fee that they have no control over. I don’t believe this to be accurate because I was originally told it was a fee paid to local broadcasters. Either way, the flyer (attached) clearly offers the service at $29.99 with local broadcast stations included. The reality is closer to $51, and they have no way to separate the local broadcast stations from the offering. It in effect tricks people into thinking they can get the cable channel offering for $30, only to be charged much more. This is a bad practice and I imagine many consumers have been duped by offers such as this one.

Sincerely,

******** ******
Business Response
Date: 08/02/2022
*** ** *** ******** ******

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

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

Charter records reflect on July 26, 2022, A Charter representative spoke with Mr. ****** about his billing issue. The representative reviewed changes made and future billing charges with Mr. ******.

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
Customer Answer
Date: 08/02/2022

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.

Sincerely,

******** ******
Initial Complaint
Date:07/18/2022
Type:Service or Repair 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 6/22 I contacted Charter Spectrum who I have been a customer of for years. I called to switch from ******* wireless to spectrum mobile and to also try and set up a service move for my internet service as I would be moving at the end of the month. Everything was set up and the representative was very helpful. He told me I would be mailed a SIM card for my phone as I was bringing my own device. On the 30th when I was supposed to move my new apartment was not yet ready for move in. I called Spectrum to try and suspend my service as I would have no access/use of the service until I moved in and would be staying on a friends couch. I was told that's no something they can do and the only option I had was some kind of holiday hold but i would still be charged for service while that was active until someone moved into my old apartment. I've never heard of service suspension for moving/relocating not being an option and I believe its almost a scam being charged for a service I have no access to. I've been being charged for 16 days now and I still haven't moved yet. Beyond that I never received a SIM card in the mail so i was instructed to go pick one up at my local office. I did that yesterday and was told to call to get it activated even though the reps on the phone said it could all be done at the local store. I was directed to use Myspectrum app to activate my device. 14 hours after that I still hadn't completed activation. I called in this morning and after speaking with 2 different reps the 2nd fixed the issue which was the SIM card was never added to my account by the local office which caused the problem but now I couldn't upgrade my plan to unlimited which i promised was no problem by multiple reps because of the SIM card issue. I was told to again use the app to upgrade it at my leisure and it would be easy. While writing this i'm now on my 4th rep after 2 cold transfers and still no upgrade my plan. Every call is 3-6 reps, cold transfers, and lies.
Business Response
Date: 07/27/2022
**** *** ****

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

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

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

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

On July 21, 2022, a Charter representative confirmed
Mr. ********’s mobile plan change to unlimited data had been made as requested.
The representative also reviewed Mr. ********’s billing including the stop date
for the pending transfer account, and the equipment location was moved from the
prior address to Mr. ********’s new residence as the customer awaits
installation.

A Charter
representative contacted 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:07/18/2022
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.
This is not about a particular Spectrum store, but rather the experience I am receiving via their *** #. My internet has been out since July 15. When I first called Spectrum they tried to push a signal and reset my modem numerous times. No resolution. They escalated the ticker to dispatch who never called me. They also proceeded to schedule an appt for July 21st; their earliest. They recommended to exchange out my modem, which I did on Julu 16th. My internet worked for about an hour or so and now it has been off since. I called back today got the same routine answer. Told them dispatch never called since they are they only ones that can change appts. I told them I wanted a refund on my acct which is only for week of service. Dispatch finally called me today and said there was nothing they could do and someone will be out there on the 21st. This is just unacceptable! Why does it take an entire week to get my issue resolved. No one seems to have an urgency to get this issue fixed. Prior to the 15th my internet was fine. So what happened!! Also the girl that called me from dispatch hung up on me when I asked for her supervisors name. Very unprofessional!
Business Response
Date: 07/27/2022
**** *** ****

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

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

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

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

Charter records indicate Ms. *****’ services
are working as intended after maintenance work was completed, and a billing
adjustment has been applied to Ms. *****’ account.

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: 07/27/2022

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.

Sincerely,

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

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