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Business Profile

Cable TVs

Charter Spectrum

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

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

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Charter Spectrum has 1142 locations, listed below.

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    Customer Complaints Summary

    • 14,863 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 calls every day using a different phone number.
      I am on a Do Not Call list but they repeatedly call.
      If I ask to be taken off their list, they hang up.

      Business Response

      Date: 07/26/2022

      **** *** ****

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

      ***  ** *** ******** *****


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

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

      Charter
      records reflect, a representative researched
      our marketing database and can confirm that Spectrum has no dialing history to
      the phone numbers provided. These calls are coming from parties that are not
      affiliated with Spectrum. Additionally, we have updated our internal Do Not
      Call list to ensure Mr. ***** does not receive marketing calls from Spectrum.

      A
      Charter representative contacted ***** ***** on July 26, 2022 and discussed the
      above information. The representative provided Charter’s direct contact
      information to ***** ***** for future reference.

      Regards,
      Corporate
      Escalations
      Charter
      Communications

      Customer Answer

      Date: 07/26/2022



      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 Issues
      Status:
      Answered
      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.
      A service that I did NOT ask for was added to my account. I have been being charged for this service and was told that there is no that the charges can be refunded to me. This company added this service without my permission and charged me for it. I want my money back for the service I never asked for.

      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's records reflect that a Charter
      representative spoke with Ms. ****** and discussed the details of the recent
      changes on her account including the monthly rate with the TV service. Ms.
      ****** has decided to try the TV Essential service for the time being, no
      account changes were made.

      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

    • Initial Complaint

      Date:07/14/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Firstlly, I told them that my husband passed the beginning of last month. Second they were suppose to change the name on the account, this is the third time they recognized this and they never did this. Now this retention center they have set me up like for ten channels and I have my own internet modem but they said to use their channels and services you have to have their internet. Uh? Third , last month I couldn’t pay $102.96, they attached it now for this month $196.91 included is $8.96 late fee. That’s a $94.86 difference. Are you kidding me. I realize I couldn’t pay last month but I have been totually honest with this company. Their the only one that is not helping me. I recently lost my husband and I can’t help how the social security works, they have no heart they said they were going to turn my cable off but leave the internet on .what’s wrong with these guys. Their ripping people off. $94.86 , are you kidding me. Talked to a Tyler this morning, he really didn’t say much. Wow! I know how this billing works and they dance around and don’t give you a straight answer. I don’t want their small billing adjustment, needs to be bigger than $8.96 ??

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

      A Charter
      representative attempted to contact Ms. ****** on July 19, 20, 22, 25, and 29,
      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 26, 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:07/14/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      op I have called and asked several times to stop getting mail at my address for ***** ******* and Still keep getting these invites at my address for her,She does not and Never has lived here and this to me is turning into Harassment on Spectrums Part,What does it take for this to stop once and for all??????????

      Business Response

      Date: 07/27/2022

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter’s records reflect that the associated
      address has been added to the Spectrum Do Not Mail list and Mr. ****** is aware
      he may still receive marketing materials within sixty (60) days from the date
      we added the address to the list.

      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:07/14/2022

      Type:Billing Issues
      Status:
      Answered
      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 6-16-2022 I upgraded my services for what I believed to be an additional $54.99 per month. When the bill came there was also an additional charge for broadcasting services. I called spectrum on 7-7-2022 and spoke with a Davey who cancelled the tv services and sold me an appletv box and told me I could still stream through the spectrum app. I clarified that it would be different from buying the device elsewhere and he told me it would be all set up, ready to go. They sent and charged me for 3. I was able to return 2 unopened without difficulties. I opened the device and it was not set up and after downloading the spectrum tv app it prompted me to upgrade to the $54.99/month plan again. I called spectrum who are saying that I should not have been told this but there is nothing they can do because I opened the device. They claim they will take it up internally with the staff member who told me this information but will not do anything about the cost of the device which is approximately $180.

      Business Response

      Date: 07/26/2022

      **** *** ****

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

      ***  ** *** ******** ********


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

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

      Charter
      records indicate that the customer has returned the equipment in question. The
      customer has been advised that an adjustment has been issued, which offsets the
      previously assessed charges.           

      A
      Charter representative contacted Ms. ******** on July 15, 2022, to discuss the
      above information. The representative provided Charter’s direct contact
      information to Ms. ******** for reference.

      Regards,
      Corporate
      Escalations                                                                                                                                  
      Charter Communications

    • Initial Complaint

      Date:07/14/2022

      Type:Billing Issues
      Status:
      Answered
      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 decided to switch companies and called May 26. I was offered a discount price and told to stay w them one more week and if I still want to continue with my new service to cancel on the 31st. I called and cancelled. The woman I spoke to told me to keep the equipment because I could have a friend switch to spectrum for 30 dollars a month and use my équipement. I went to store with him on June 8th and he was not in an area that had spectrum. The worker told me to bring the equipment when I can so I brought that at the end of the month. I was billed EARLY for June and spoke with a chat representative to ensure it would cancel on the 31 without issue. They confirmed that. The bill has not dropped off. One request for the bill to be adjusted was denied. I called again and the representative was very helpful and put in another ticket. There’s no guarantee that it will be approved though. I have the phone records where I called spectrum and the texts to my friend on the 31st about the 30 dollar deal and when we went to spectrum. I’m not sure why they are saying I called on the 8th to cancel because that never happened. The bill should be cancelled. Spectrum is able to see my charts and phone calls.
      I have included the record of where I called on may 31 highlighted and length of call. Representatives do not have it on my account when I have called several times

      Business Response

      Date: 07/20/2022

      **** *** ****

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

      ***  ** *** ******** *******


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

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

      Charter records indicate on July 18, 2022, a
      representative spoke with Ms. ******* regarding the matter. The cause of the
      issue has been identified and addressed. An adjustment has been placed on the
      account and proper expectations have now been set. Interactions have been
      reviewed in an effort to identify coaching and retraining opportunities.

      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
      Communications

    • Initial Complaint

      Date:07/14/2022

      Type:Billing Issues
      Status:
      Answered
      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 Spectrum at the end of June 2022 to schedule the July cancellation of my internet and cable television services. According to my call log, I believe this call would’ve occurred from my phone number, ###-###-####, on June 29, 2022 at 4:34 PM. The male Spectrum employee asked when I wanted to schedule the service cancellation for, and we settled on the date of Wednesday July 13, 2022. My billing cycle is the 9th of the month, but the Spectrum employee told me over the phone that I would only be charged for four days of service (July 9th to 13th, 2022).

      Instead of this, I received a Spectrum paperless bill by email at 1:19 PM, today July 13, 2022, for a full month of service that is even higher than the standard amount I’ve paid previous months. For both May and June 2022, I paid $193.04 a month for my internet and cable television services. This final Spectrum bill is for $228.04.

      I contacted Spectrum customer service by phone at 5:43 PM today (July 13) and initially spoke with an agent named Keisha. After a hold of around 5 minutes, she informed me the issue was I was told incorrect information at the end of June 2022 and Spectrum does not prorate services. I demanded to speak to a manager. A manager named Ashtin apologized for the incorrect information I was told when I was scheduling the cancellation date of my Spectrum services, but insisted there was nothing he could do.

      As Spectrum states they record all phone calls their employees answer, my call on June 29th would thus be recorded showing the accuracy of my account herein. I certainly would not have kept service till July 13, if the original Spectrum agent had not falsely told me I would only be charged for service for four days (July 9th to July 13th).

      With this complaint I have provided my contact info, along with my father’s telephone contact number. As mine, ###-###-####, will soon be closed as I am moving outside of the U.S. shortly. Thank you for your time and assistance.

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

      A Charter
      representative attempted to contact Mr. ************ on July 19th, 20th,
      21st, 22nd, 24th, and 25th of 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 22, 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:07/14/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      Was deceptically told I could transfer one account to another address and apparently went over they’re billing cycle 2 days and end up with two bills for the same month was not informed of this . I was told one would start and the other one would stop when I connected the equipment to my new address they then sold me one month of spectrum TV seven days with you was supposed to be free but was expired before I hooked my service up would not refund me on that had to pay for a full month even though I got no service from it

      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 20th,
      2022, a Charter representative reviewed the account and based on the findings,
      a billing adjustment is deemed warranted and has been applied.

      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: 07/28/2022



      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:Service or Repair Issues
      Status:
      Resolved
      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 customer of Spectrum with a bundle of services including cable, internet and home phone. I have had my home phone number ###-###-#### for over 15 years and brought the number with me when I switched to Spectrum a few years ago.

      A week and half ago I changed my cable pricing and unbeknownst to me Spectrum inadvertently changed my phone number. I received a phone call from a family member advising me my phone number was giving an out of service message.

      I called Spectrum on July 9th and spoke to a representative that advised of Spectrum's error and he stated he escalated the matter to his Supervisor Destiny and she would have my number transferred back to me and would give me a call the next day confirming the correction was done.

      I never received a callback and called Spectrum yesterday, July 12 and spoke with Daniel. Daniel advised the error couldn't be fixed ans switched me to his supervisor Whitney. Whitney apologized for the erro, but advised she would couldn't resolve the error either and woulr have a senior manager call me back today. I have not received a callback and my number is still not working.

      I have attached a copy of the email confirmation received on July 9th showing they were switching my phone number back to the ###-###-####.

      Business Response

      Date: 08/01/2022

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter records reflect on July 21, 2022, a
      Charter representative contacted Ms. ****** to discuss her concern. The
      representative reviewed the account and informed Ms. ****** her phone issue has
      been addressed.  

      A
      Charter representative contacted Ms. ****** on July 21, 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: 08/01/2022



      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.




      Sincerely,



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

    • Initial Complaint

      Date:07/14/2022

      Type:Billing Issues
      Status:
      Answered
      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 committing consumer fraud and deception to its customers. I cancelled my account as I moved away from the service area (I was not on a service contract). I took all of the equipment into the store and dropped it off. The employee told me they would end my service immediately. I have received a bill for the entire month (including after I had stopped service). When I contacted Spectrum, they informed me, they do not prorate the bill no matter where in the billing cycle you cancelled. I asked where that was spelled out, I was told someone should have told me. I was changed rent for the TV receivers, the Internet modem/router, I was charged for internet and cable services event though they had been turned off. Spectrum just continuously says they don't prorate and that there is nothing they can do. I have filed a complaint with the Attorney General Office as they ripped me off for $217.56. I have saved the bill electronically and I am willing to provide it to you for investigation

      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
      is a monthly subscription company, which no longer prorates accounts ending
      service during a billing cycle. Mr. *******
      bill is accurate and no adjustments have been applied.

      A Charter
      representative contacted Mr. ***** on July 15, 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: 07/22/2022



      Complaint: ********



      I am rejecting this response because:  By their own admission they "no longer prorate".  Which infers they previously did.  I cancelled my account one week into the cycle, so they charged me over $200 for one week.  They charged me for three weeks of service and three weeks rent on the equipment, and taxes when I could not possibly receive their services.  As far as their representative, she called and told me that Spectrum does not prorate and that is all there is to it.  Basically they don't care.  I claimed that had I got their service for three weeks and not paid it would be "Theft of Services", this is no different except it is a business stealing from clients and threatening back credit ratings if the client doesn't pay.  This is no less than extortion.  The fact that this is business practice should worry and concern everyone.  If they steal $200 from me and every customer they are making millions or billions in ill-gotten gains.  As I stated I have filed a complaint with the ******** Attorney General's Office of consumer fraud and I plan to reach out to Senator Josh H***** and US Representative Sam G***** offices to file a complaint and request more government oversight/regulations on this type of business plan.   



      Sincerely,



      ***** *****

      Business Response

      Date: 08/04/2022

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

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

      ***  ** *** ******** *****


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

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

      Charter's records reflect that a Charter
      representative spoke with Mr. ***** regarding Charter's Monthly Subscription
      Service policy. The representative informed Mr. ***** where to locate the terms
      of Charter’s service agreement on his billing statement. The service policy
      details that there are no prorated credits for service disconnected in the
      middle of the billing cycle.

      A
      Charter representative contacted Mr. ***** on July 29, 2022 and discussed the
      above information. The representative provided Charter’s direct contact
      information to Mr. ***** for future reference.

      Regards,
      Corporate
      Escalations
      Charter
      Communications

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