Business Profile
Cable TVs
Charter SpectrumThis 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
- 14,853 total complaints in the last 3 years.
- 4,825 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/15/2022
Type:Billing IssuesStatus: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.
Yesterday, July 14th I visited my local Spectrum store to get new internet service for my home. The gentleman helping me told me several times that my monthly bill will be $29.99 plus $5.00 for wifi motor. I agreed to get service based on the quoted monthly bill amount. Before leaving the store I had asked for some type of statement with my monthly bill amount, the gentleman informed me that I can view my bill online once I got home. Well, fast forward to a few hours later after creating an online account did I notice that my monthly bill is completely different than what was promised to me. I have tried contacting several people to correct the amount but no one is offering to assist me. I was promised one amount and billed another. Someone needs to correct their mistake because I am not paying for a amount that I did not agree to.Business Response
Date: 07/25/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** *******
**** ******* ***********
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 15, July 19,
and July 20, 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. English. On July 20, 2022, Charter mailed Ms. ******* a letter with
Charter’s direct contact information. It is Charter’s recommendation that Ms.
******* contact Charter directly to expedite a resolution.
Regards,
Corporate
Escalations
Charter
CommunicationsInitial Complaint
Date:07/15/2022
Type:Service or Repair IssuesStatus: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.
Before moving in to a new home in established neighborhood, we setup Spectrum internet installation. They said it would be no issue to install. Install was setup for 6/16. Tech arrives and says they need to add a new line and will have to come back. Tech calls in to Spectrum & speaks with what seems like supervisor. They ask to speak to me and tell me it will take 5 days. Once the tech hung up, he told me not to worry, they aren’t that busy and probably will be done overnight. Since then, we’ve (my husband included) called multiple times and are told it will be 45 days. We aren’t allowed to speak to a supervisor or get any definitive date on setup. If I look at WiFi options I see no fewer than 10 neighbors’ Spectrum WiFi connections. These are small lots and everyone has service. I work from home and have to keep buying hotspot data, when I should be able to have service. I could easily toss a ball to multiple neighbor’s front porches. It makes no sense why we can’t get installed.Business Response
Date: 07/22/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This
letter is in response to your correspondence regarding the complaint submitted
by Ms. ***** ****** *nvolving a service request.
Charter's records reflect that a Charter
Representative spoke with Ms. ****** and explained that the property will be
serviceable after the needed construction.
A Charter
representative contacted Ms.
****** on July 18, 2022 and
discussed the above information. The representative provided Charter’s direct
contact information to Ms.
****** for future
reference.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer Answer
Date: 07/25/2022
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.With the help of BBB, we were finally received full service over the weekend.
Sincerely,
***** ******Initial Complaint
Date:07/15/2022
Type:Billing IssuesStatus: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 serious medical issues and this has caused me a LOT of additional added stress, to the point of where I have almost had a sezuire. This is NOT okay.
I decided to switch to Spectrum mobile in an attempt to cut costs. The deal did seem almost too good to be true but I opted to try. I received both phones and unfortunately had to return one. I cancelled the service within 14 days but never received the shipping label. I spent a total of approximately 3 hours and 3 phone calls before I got the label and an extension on returning the device. I looked it overthoroughly before returning and even took pictures of the device. There were no visible signs of damage to the eye or in the photographs so I felt very confident in sending it back. Meanwhile, my bill came out and I was charged around 480.00. They unfortunately charged me for the phone. After another hour on the phone and explaining I had photo's, they stated they would approve the return and my account would be credited. I called yesterday and spent another 45 minutes on the phone because I was to make a payment but the credit had not been issued. They granted me until 7 23 to make the payment in order for the adjustment to reflect on my account. Today, my phone was shut off. I then again spent almost another 2 hours trying to get that fixed. In the process, I received an email stating damages were found that would not be seen under NORMAL lighting conditions. What!?! Then how would anyone know it was originally shipped flawless?? I explained again, I already received approval and told that I would get this credit. I was told it was still pending. This whole experience has been one of the shadiest experience I have ever had. This money may not seem like a lot but to me, ITS EVERYTHING. I am a transplant recipient. I can't afford my medications without cutting costs. These are my life saving medications!! I am begging spectrum to do the right thing. I will still have mobile and internet servicesBusiness Response
Date: 07/27/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ********
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by Ms. ******** ******** involving
a billing concern.
Charter records indicate on July 22, 2022, a
representative spoke with Ms. ******** regarding the matter. The representative
determined that in this case, an adjustment is to be placed on the account.
This has 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 Ms. ******** on July 22, 2022 and discussed
the above information. The representative provided Charter’s direct contact
information to Ms. ******** for future reference.
Regards,
Corporate
Escalations
Charter
CommunicationsInitial Complaint
Date:07/15/2022
Type:Billing IssuesStatus: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 called In April to cancel my service and after trying to get me to stay as a customer I explained that my wife already has Spectrum Internet and this is an old account of mine that my sister in law had been using and decided she doesnt want it anymore so I need it cancelled. They said ok, we will send boxes for her to return the equipment. A charge showed up a few weeks later so I called and they said they havent recieved the equipment so I asked my sister-in-law if she returned the equipment and she said they havent sent the boxes to her yet so they sent a return box again. She recieved 2 boxes at the same time. The next day she returned the equipment and I started getting texts and calls about balance due so i called around 8 days after she sent the equipment back and that guy said it could take them 2 weeks to receive the equipment and the charges would be dropped after they do recieve the equipment. Its now July, im sure theyve received the equipment long ago but im still getting calls and texts and now my bill is $168. I called again tonight and the girl said my service is still active pending disconnect on July 31st due to nonpayment and I will still owe the $168. I will not be paying that bill. Ive had to call 4 times to cancel and its not my fault they cant seem to cancel my service and im not paying for them failing to do their job.Business Response
Date: 07/27/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by Mr. ****** ****** involving
a billing concern.
Charter records indicate Mr. ******’s account
has been disconnected and a billing adjustment was applied since the account
should have been disconnected at an earlier date. The only remaining charge is for equipment which Mr. ****** states he will return as soon as
possible to clear the account.
A Charter
representative contacted Mr. ****** on July 26, 2022 and discussed the above
information. The representative provided Charter’s direct contact information
to Mr. ****** for future reference.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer 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,
****** ******Initial Complaint
Date:07/15/2022
Type:Sales and Advertising IssuesStatus: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.
Spectrum periodically sends mailers that attempt to indicate a final notice by using yellow paper and "IMPORTANT NOTICE open immediately" on the front of the envelope. Inside the envelope is always a promotional offer for some bundle. This is DECEPTIVE, MISLEADING, and ABUSIVE that there is no way to opt out of these spam letters.Business Response
Date: 07/20/2022
**** ***** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by Mr. ****** ****** involving their privacy preferences.
Charter records indicate on July 19th,
2022, a Charter representative conveyed via email the privacy preferences have
been updated to reflect no further contact.
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
CommunicationsCustomer Answer
Date: 07/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.I'm sure the bureau does not take it lightly each time I, and countless others, perceive a
malfunction of a business as such an egregious offense that our due diligence is taken to
divulge our personal information and file a formal complaint.
I dedicated a significant amount of time and energy to follow through on this because I
perceive Charter Spectrum's deceptive advertising practices to be harmful to their customers.
While I still fundamentally and morally disagree with these deceptive mailers that the company distributes,
nay, forces and spams without explicit opt-OUT,
I find that this resolution is satisfactory to me.
Begrudgingly,
****** ******Initial Complaint
Date:07/15/2022
Type:Product IssuesStatus: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 had the same plan since 2019 when Spectrum was **** ******. I have been paying for the "extreme" internet plan, but have never been getting the speeds, at least not post-transition. When I look at my account online the speed testing never goes above 69mbps (this is over many tests from different test providers, over a year), yet I've been paying for 200. I'm including the original bill for the plan back when it started, multiple proofs of the slow speed, and a snapshot of my online account that shows the null error where my speed should be listed. I would like Spectrum to refund me the difference between this plan and the cheaper plan that has the speeds I'm actually getting since they were bought from **** ******. I would also like to be added to the new discount for disabled people (I'm 100% disabled ******* *** ** *** ******** ******* ****** ********), which I have tried to join numerous times since it started, and be refunded the difference on that as well.Business Response
Date: 07/25/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This
letter is in response to your correspondence regarding the complaint submitted
by Mr. ***** Shopen
involving a service concern.
Charter records reflect that after a
recent account upgrade, the service is working properly. The representative
reviewed the account and found that no adjustments are warranted.
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
CommunicationsInitial Complaint
Date:07/15/2022
Type:Customer Service IssuesStatus: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 called Monday to set up an installation but I don’t have the need for it anymore and when I called to cancel my service appointments before it even starts as I have someone else.Business Response
Date: 07/25/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by **** ****** involving an
account concern.
Charter’s records confirm that Mr. ******’s appointment
has been canceled per his request.
A Charter
representative contacted Mr. ****** on July 17, 2022 and discussed the above
information.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer Answer
Date: 07/25/2022
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:07/14/2022
Type:Billing IssuesStatus: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 wife and I were the victims of fraud with our spectrum account. Multiple times since the beginning of the year when we paid our bill someone other than us disputed the bill and got our money refunded to them on bank/credit cards that do not belong to us. Spectrum refunded the money without verification of identity, and now they have shut our service off and say we still owe them that money and our bill is now over $1,000 which we cannot afford to give them nor do I think we should have to give them because we already paid it to them. I gave bank statements showing when the fraud took place and they have already verified that the money refunded when to card that do not belong to us yet they still won't admit any wrong doingBusiness Response
Date: 07/27/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** *****
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by *** *** *** ***** involving
a billing concern.
On July 20, 2022, a Charter representative explained
the 3rd party payment scam and recommended that Ms. ***** dispute the
missing payments with her financial institution. The representative also confirmed
the returned item fees had been adjusted and that Ms. *****’s account was not
currently scheduled for interruption. After reviewing the upcoming statement
date, the representative advised Ms. ***** that a payment for the past due
balance prior to the statement print date would prevent a service interruption.
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
CommunicationsInitial Complaint
Date:07/14/2022
Type:Sales and Advertising IssuesStatus: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 will not stop cold calling/knocking at my door/mailing me trash/harassing me. I opted out of all communication a few weeks back on their website, and most of it stopped. I am, however, still answering robocalls/cold calls from spectrum.Business Response
Date: 07/28/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ***********
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by Mr. ***** *********** involving
a service concern.
Charter records indicate a privacy request
has been submitted for Mr. *********** and all other residents in the home.
Research has indicated no dialing history to the phone numbers Mr. *********** provided
so the calls are coming from parties not affiliated with Charter. The Charter representative,
along with relaying the aforementioned information, encouraged Mr. ***********
to report the calls to the Federal Trade Commission.
A Charter
representative contacted Mr. *********** on July 26, 2022 and discussed the
above information. The representative provided Charter’s direct contact
information to Mr. *********** for future reference.
Regards,
Corporate Escalations
Charter
CommunicationsInitial Complaint
Date:07/14/2022
Type:Billing IssuesStatus: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.
After years, Spectrum arbitrarily changed my account billing choice to electronic draft without any sort of notice. They never requested my debit card number so no payment was made until I got a disconnect notice. I immediately sent a check for the full amount with late charges but still had a service interruption. I drove to the Spectrum store but they sell, not service accounts. I called Spectrum and was told it was an error and was now fixed. Instead, I still haven't gotten a regular bill. and may have another service break and more late fees. I called again today and was told the same, it was an error that's now fixed. I don't believe it, Can a company simply change the billing requirements after years unannounced? Invasion of privacy nightmares like THAT are a major factor in my distrust of automatic bank drafts. With my banking information on hand, their NEXT "error' could ruin me. Apparently, someone can easily access my account, randomly change stuff and call it an error when I complain, but never fix it. If it's management's idea of how to force accounts to switch to bank draft, it's thoughtless of the folks forced to juggle bills in these economic times during AC season with record temps. May sound dumb to you but it's a valuable tool of those most affected by climate change who might need to pay a late charge to the power company to have internet or groceries till payday right now. Summing up, Spectrums invasion of privacy in arbitrarily changing my account unannounced, then claiming to fix it as I'm on the phone with them, but not doing so is costing me time, money and aggravation. The person responsible for this policy should be fired immediately. Their poor judgement and irresponsibility should not go unpunished.Business Response
Date: 07/27/2022
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by ***** ****** involving a
billing concern.
Charter's records reflect that Mr. ******'s November
28th billing statement provided notice that paperless billing would begin with
the next billing statement. This notification also included instructions of how
to proceed if you would like to continue receiving paper statements. Mr.
******'s account is currently no longer enrolled in paperless billing.
A
Charter representative attempted to contact Mr. ****** on July 19, 22, 23, 25,
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 25, 2022, Charter mailed Mr. ****** a letter with
Charter’s direct contact information. It is Charter’s recommendation that
Mr. ****** contacts Charter directly if he requires additional assistance.
Regards,
Corporate
Escalations
Charter
Communications
Charter Spectrum is NOT a BBB Accredited Business.
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