Business Profile

Cable TVs

Charter Spectrum

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Complaints

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

Customer Complaints Summary

14,878 total complaints in the last 3 years.
4,831 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:07/13/2022
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.
A tree fell and hit the line on the night of July 12th, 2022. I called that morning to report it because It interrupted cable and internet service for me. I told them that I wanted them to come out and check for a safety concern and make repairs. They informed me that they would get the dispatch team to call me back. The team called and let the phone ring one time then hung up. I called spectrum back to see if they could transfer me a minute later. They said the dispatch team is only an outbound communication team. I requested for them to call me back. They called back and let the phone ring again once and hung up. Later on I got a message saying someone would come out two days later… I’m like TWO days later?????????? I’m paying for a service that isn’t working plus I reported a safety hazard and I have to wait two days? This is unethical on all levels. I need someone to investigate this business.
Business Response
Date: 07/22/2022
**** *** ****

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

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

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

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

Charter records reflect a representative
reviewed the agent Interactions in an effort to identify coaching and
retraining opportunities. A service call has been completed to restore the
service.

A Charter
representative contacted Ms. ****** on July 14, 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:07/13/2022
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.
Last July, 2021, Spectrum was charging us over $200/month for the same cable service we have today. After several calls, we were able to negotiate the price to $138 for one year. By May, 2022, less than one year later, they increased our bill by $7.34/month, totally negating the deal WE AGREED UPON! THEN, to make matters worse, this month, they've Spectrum increased our bill another $15.24/month! This company is run by crooks. They flat out LIE to you to keep your business, THEN increase your bill for NO REASON anytime they want. Their commercials should be outlawed, because they are LIARS! These crooks are now jipping us out of another $22.58/month and our service is no better than it was a year ago. The cable service and internet goes out constantly. The only thing reliable about Spectrum is that their prices go up CONSTANTLY and without warning. The people in charge belong in prison. I WANT A BETTER DEAL and I want Spectrum to honor that deal! We've been with this company now over 20 years and this is how they treat us!
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’s records reflect that Mr. ********’
s account has been placed in a new promotion which included new equipment.

A Charter
representative contacted Mr. ******** on July 16, 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:07/13/2022
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.
I purchased a ****** ***** * *** through Spectrum in January of 2022. Starting in May of 2022, I began having issues with my phone dropping calls, not allowing me to make calls, and making phantom calls. I went to the Spectrum store in ********* ** *********** **. They told me that all they did was sales and they didn't do any warranty work. They instructed me to call ****** and have them handle the warranty per the ****** terms and conditions. After speaking with ******, they told me that their June 2022 update would fix it. I waited and updated my phone expecting the issue to be resolved. It was fine for a couple weeks, but then the issue began again. ****** had provided me with options to continue to help me if the problem persisted I followed them and reset my phone to factory defaults, but that did not help either. On July 8, I went back to Spectrum, they still could not do anything, so I called ****** again saying I wanted a refund on my phone. They told me that because I had not purchased my phone through the ****** store, that Spectrum had to be the ones to refund the phone. When I told Spectrum this, they refused to do anything because ****** was supposed to handle all warranties for their products and it had been more than 90 days since I purchased the phone. I then called ****** back and they continued to refuse to help me.
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 reflect, a Charter representative spoke with Mr. ***** regarding his
concern. The representative reviewed the customer service interactions and made
a billing adjustment.

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: 07/28/2022

Complaint: ********

I am rejecting this response because I never received a call on July 25th as stated and although I did see a billing adjustment of $100, but that is not near enough of a solution I am expecting a full refund of the money I spent on the ****** ***** * *** and the early upgrade phone. :

Sincerely,

******* *****
Business Response
Date: 08/05/2022
August 5, 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 ******** RAINS

Dear
Dispute Resolution:

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

Charter records indicate that on August 03,
2022, a representative spoke with Mr. ***** and informed him that we would not
be providing a full refund for the phone but an additional credit amount was
applied as a courtesy for mobile device issues and the warranty replacement not
being completed by ******.

The representative
provided Charter’s direct contact information to Mr. ***** for future reference.

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

Complaint: ********

I am rejecting this response because I had over $550.00 in expenses due to Spectrum not handling this warranty situation properly. When I came back to Spectrum after following their instructions and failing to get ****** to process the warranty, they should have processed the warranty and went after ****** for the refund. They did not make the correct business decision, I have family thinking about switching carriers and they were considering Spectrum, but they are no longer considering Spectrum due to my experience. I had to pay the phone down to halfway and purchase a new phone because neither company was willing to put the customer first and I continued to have issues. Spectrum was willing to lose a customer and potential future customers. After speaking with the representative the other day, I was not heard, they were continuously telling me what they could not do and not what they could do for me beyond causing me to lose out on over $350 with the credits that they have offered, which I have not seen hit my credit card or my account. My mother received emails saying there were credits coming to her account, but she never received anything and I have not seen anything for my account. I do not accept anything beyond them either sending me the phone back so I can sell it for costs incurred or a full refund as originally requested. :

Sincerely,

******* *****
Business Response
Date: 08/16/2022
****** *** ****

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

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

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

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

Charter records indicate that on August 16, 2022, a representative spoke with
Mr. ***** and informed him that we would not be providing a full refund for the
mobile device issues. Charter has previously replayed this information and Charter’s
stance on this matter has not changed.

The representative provided Charter’s direct contact information to Mr. Rains
for future reference.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:07/13/2022
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.
Called on 6/29/22 to have bill reduced, couldn’t do alone as a consumer and was forced to call in. Inbound informed me that they couldn’t manually reduce my bill either (I simply wanted to lower down to just internet) and as a last attempt, escalated me to Retention services. Although this individual was polite and I acknowledged what she did for me: she placed me in a new promotion for $135, she failed to communicate when this new rate would actually occur. As a result, I left the conversation with the understanding that my bill had changed.
A week later, I began to work on my July budget and noticed the following:
Current billing cycle $266
date: June 22-7/20

Issue: I was shocked that my bill rate had not taken affect as the individual was excited for, so I took the time to contact Spectrum yet again.
Chat service: offered no help and didnt even listen to the situation and just provided policy that bills could not be prorated.
I contacted phone support:
phones: got me to Retention again.
Retention: didn’t listen just gave me policy no solution, seems no one was taking accountability.
Retention supervisor: said they were there to help but just took feedback, did not offer their manager to me until I requested to speak to one. My issue was everyone was communicating policy to me a long time consumer of Spectrum and no one was taking accountability.
Manager callback :
7/12
Vinny.
He asked me for the situation again because the concern was relayed to him that I had a question about my bill rather than I felt I was misleaded and manipulated. He stated he would review the call and call back. He called back 2-3 hours later and concluded that the advisor did not mention a date of when the rate would change. To which I informed him that she failed to convey that to me as a consumer because my understanding was the bill was effective that date 6/29.
Business Response
Date: 07/26/2022
**** *** ****

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

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

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

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

Charter records indicate that on July 14,
2022, a representative spoke with Mr.
***** and explained that the charges on the bill are valid. This is in
accordance with Charters Monthly Subscription Service policy, which is printed
on each billing statement.

No billing adjustment is warranted.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 07/26/2022

Complaint: ********

I am rejecting this response because: I initially sought to lower my bill by removing cable as I had cable+internet. Charter does not allow a consumer to downgrade on their own via internet or via inbound tier 1 support. Instead, as a method of retention, they connected me to Retention advisor who placed me in a new deal which was financially acceptable. I was grateful for that individual but the issue was the understanding that my bill was NOW reduced and not that I had to continue to pay the original amount for another month again! The complaint is regarding the misleading concept that the bill was reduced when in reality, Charter continued to bill me for an entire month for a service that I did not want since June 2022. I gave Charter the opportunity to make this right even so as compromising that I would pay the original amount with the understanding that a credit would be issued on my next bill. Charter is not doing their part to ensure customer service for a consumer such as myself who has been with them for nearly 15 years! If there was a concern regarding policy, then policy should have been communicated during the time of the new promotion I was placed in! By simply stating "its on your bill" you have to realize that my bill is online and at times auto pay. The correct way to deliver a service is to communicate the package, offer the deal, and then communicate when it takes effect and not one month later. Considering the representative even told me to return my cable box (dvr) to get my credit for it and my premium channels would disappear (*** was effective immediately).
I do not like spending over a month with a company who does not care to do the right thing. Hence my complaint to the BBB to protect my rights as a consumer. Again, Charter is in the wrong and a credit should be issued due to their negligence and their car salesman type of business of soliciting a service with false expectations.

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 records reflect on July 29, 2022, a
representative spoke with Mr. ***** to acknowledge his billing concern after
downgrading his account. Charter’s records indicate his account has been billed
accurately, in accordance to The Monthly Subscription Policy, which is printed
on each billing statement. No adjustment is warranted.

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
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. The represantive that I spoke with last was more than willing to investigate this matter and actually resolve the issue with proration of bill. Thank you

Sincerely,

***** *****
Initial Complaint
Date:07/13/2022
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.
We have been without internet service for 3 days. We work from home. Spectrum has been made aware of this in every call I have made to them (6 now I believe). I asked them to escalate the issue, which they did. Their maintenance division called to say they would be out later the second day. When it became obvious they weren't coming our that day, another call went in. They did not call back until the following day to say they would call when they are coming out. Still waiting on service to be restored. They are the only provider with 1 gbps speed which we need, as both my wife's and my jobs are bandwidth intensive. I cannot fire them or I would. They have still not come to fix it at the time of this complaint. That means 3 days of not being able to work. Their lack of attention tells me they do not care about our situation. This has cost us over $1000 in lost work time. I cannot understand how they can just leave customers in a lurch. I certainly don't do that to my customers. I find a solution to my customers' problems. Clearly Spectrum does not. They cannot lose my business, so why bother. They don't need to find a solution for me. I have no other recourse than to get the BBB involved. Thank you for your time and efforts with this concern.
Business Response
Date: 07/23/2022
**** *** ****

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

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

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

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

Charter’s records reflect a Charter technician
completed a maintenance order on July 13, 2022 and Mr. ****** confirmed all his
services were working properly.

A Charter
representative contacted Mr. ****** on July 15,2022 and discussed the above
information.

Regards,
Corporate Escalations
Charter
Communications
Initial Complaint
Date:07/13/2022
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.
07/12/2022 is the date that I spoke with their billing department, 758pm. I canceled my internet service with spectrum on 07/11/2022, returned all equipment, and had the termination date set to 07/06/2022 for that is the day I had a new provider install equipment at a lower rate. So spectrum has not contracts I never signed anything agreeing to any terms of service and they are trying to charge me for a full month's of service that is not being used, I was on the phone with them for about an hour of them telling me they refuse to reverse the charges based on their company policy, this is a very questionable business tactic that they use if you could even call it that. At this point the solution I want after all the bs I dealt with from them I don't want to pay a thing anymore the way this company operates should be illegal. I would like the full $169.98 scrubbed from my statement and not pay a thing for the rude condescending way I was treated.. and in light of full disclosure I did tell the people over the phone I would contact bbb, and told them to go f*ck themselves in multiple different ways when they refused to do the right thing....
Business Response
Date: 07/20/2022
**** *** ****

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

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

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

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 13,2022, July 14, 2022, July 15, 2022, July 16, 2022, and July 18, 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 19, 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
Customer Answer
Date: 07/20/2022

Complaint: ********

I am rejecting this response because:

I work full-time for a living and don't have the time to deal with them running me around in circles. They do not need to talk to me to make the bill disappear. I don't want to talk to anyone at spectrum, they have lost all trust with their shady business practices, and the way they treated me. Just make the bill disappear all of it and then I might be ok with the outcome not satisfied, but ok with it.

Sincerely,

****** ******
Business Response
Date: 07/30/2022
**** *** ****

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

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

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

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 21, 22, 23, and, 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 26, 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:07/13/2022
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.
My problem with Spectrum is that they keep raising the price but the internet is still super slow and right now we don’t even have internet for god knows what reason. We are always having problems with internet and I depend on it because I work from home.
Business Response
Date: 07/26/2022
J*** *** ****

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

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

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

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

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

A
Charter representative attempted to contact Ms. ****** on July 13, July 14,
July 15, July 20, and July 21, 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 22, 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
Communications
Initial Complaint
Date:07/13/2022
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 canceled my cable service 1 June 2022 and kept internet they keep billing me for cable service I have called to correct it 6 times they still can’t correct it each person gives me a different problem solved then the problem is back next billing cycle the service is suppose to cost 79.99 I’m told 98.00 is the only way to fix the problem
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 Ms.
******** account has been downgraded correctly. A Charter representative informed
Ms. ******** that a onetime adjustment had been applied to the account. The representative
reviewed the current balance on the account with Ms. ******** and confirmed she
was subscribed to Internet only.

A
Charter representative contacted Ms. ******** and discussed on July 16, 2022 the
above information. The representative provided Charter’s direct contact
information to Ms. ******** for future reference.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:07/13/2022
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.
Nakayla in the ***** branch from Spectrum retention department offered me a promotion for 143 dollars tax included for 2 years for my same package I currently have today. After she offered the package she put me on hold and the call rolled over to another team member. I then spoke with Ryan who was a billing leadership specialist from ********** and he reviewed the call and assured me after listening to the audio Spectrum would honor the promotion. Now a supervisor Lyric from ***** is saying Spectrum will not honor the promotion:
Customer Answer
Date: 07/26/2022
*******,

Renatta a rep from Spectrum called me on Thursday 7/21 around noon to offer me a discounted rate for 3 months and I told her I wanted the promotional rate which was offered to me by both previous representatives including the billing manager Ryan from ********** for 143.99 for 2 years. I appreciate your assistance.

Thanks,

****

**** **** ** ******
Business Response
Date: 07/30/2022
**** ***** ****

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

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

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

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

Charter records indicate on July 21st,
2022, a Charter representative reviewed the account. Based on the findings, the
account is appropriately packaged, and an adjustment have 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: 08/02/2022
******* ,

I just spoke with Spectrum again and they offered a better solution so the case has been resolved.

Thanks,
**** *****

**** **** ** ******
Initial Complaint
Date:07/13/2022
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.
This complaint is a follow up of #********, along with a new complaint. Spectrum has credited my account of $32.00 that I have asked for. However, they are now saying that I will be charged $45/month per line, totaling $90 for both lines. This is new information than what I was told by all 6 previous representatives that I spoke to. First recorded call was on June 8th - the representative I spoke to confirmed the price of $29.99 per line. When I called regarding the (resolved) $62.00 all the representatives that I spoke to said that it would take one billing cycle for the new price adjustment to reflect $29.99/line and I would show a credit on my account. (should all be recorded calls) Today, Micheal - Station# *******, from the escalation team told me that was incorrect. The store, in Evansville, IN on Burkhardt Rd, all the representatives, the mail flyer, and the online website are incorrect. He only offered to do training with the employees and call the marketing team. This is false advertising and misinformation. Please take a look at the following website: ***************************************************************************************************************************************************************************************************************************** This clearly states Unlimited Data $29.99/line with 2+lines. If you scroll to the bottom of the page to Offer Details, it reads:

Offer valid for new customers adding 2+ lines or for current mobile customers adding Unlimited lines to existing service. ********** does not qualify as a line. Unlimited: Reduced speeds after 20 GB of usage per line. Unlimited Plus: Reduced speeds after 30 GB of usage per line.

I am existing customer, with 2 lines adding Unlimited Data to my plan. Spectrum mobile should honor this price. At this point in time, Spectrum is fraudulent and has false advertising, along with employees who believe the same argument as me.
Business Response
Date: 07/26/2022
**** ***** ****

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

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

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

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

Charter records indicate on July 16th, 2022, a Charter
representative reviewed the mobile account and conveyed the account is
currently ineligible for the $29.99 pricing. It was discussed a new line of
service would need to be added in order to have the current lines transition to
the $29.99 pricing.

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
Customer Answer
Date: 07/27/2022

Complaint: ********

I am rejecting this response because:
Everyone that I spoke with (6 representatives), starting with my phone call (recorded line) on June 8th, all agreed that the pricing would be $29.99 by changing 2+ lines to our new unlimited data plan. Michael, station #*******, is the ONLY person that said this is incorrect. He also told me that there is no one else I can speak to because he is the company's representative. When I asked him if he had a supervisor or manger, he said he could not give me that information. I don't believe that is correct given the fact that ALL other employees in store and on the phone gave me different information. I would like someone else besides Michael to handle this situation.

Sincerely,

******* *******
Business Response
Date: 08/09/2022
****** ** ****

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

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

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

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

Charter
records indicate that the customer’s Spectrum Mobile billing rate is accurate.
The customer has been advised of Spectrum’s policy regarding the current $29.99
Unlimited data Mobile offer. The customer has again been advised that her
Spectrum Mobile account does not currently qualify for this offer.

A
Charter representative contacted Ms. ********** on August 2, 2022, to discuss
the above information. The representative provided Charter’s direct contact
information to Ms. ********** for reference.

Regards,
Corporate
Escalations
Charter Communications

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