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

14,893 total complaints in the last 3 years.
4,840 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:07/12/2022
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.
On April 24 I decided to start up with Spectrum Mobile Service for a $24 (View document attached). As life happens, things got busy and I decided not to transition over to this new account, so I called to cancel the account before further charges accrued. After about an hour conversation the employee said they could not find my mobile account to cancel out and I had other business to attend and decided to post pone figuring it out. On June 21 I got a charge of $14 for the spectrum mobile account (View document attached). I called them again to dispute the charge and get my account canceled. The business passed be between retention, billing, and sales for about 2 hours not relaying messages to the next people and started from scratch each time. They told me they would need to activate my account before I could cancel the payments and get refunded. They said this would take 1 week. Frustrated as I was to prolong the interaction I agreed with them to wait and call back. Two week later I get another $14 charge on July 2nd and I give them a call, as they had described they would be able to cancel my account. This conversation lasted about 1 hour as well and the employee still could not find my account. I asked to speak with a manager and the employee refused. The employee said she found my account, but it was a person with the wrong last name, wrong address, wrong phone and wrong last 4 of the credit card. The employee insisted this was my and that I need to go into the nearing spectrum business. I told her this was not me, and that confirming my identity at a business would not work if your company cannot find the account that they are charging me for. She insisted to get me off the phone that I needed to just go into the store. I have not gone into the store yet, because I have already spent around 6 hours on the phone with their employees dealing with high levels of incompetence. I would like to be refunded in full, and my mobile account deactivated.
Business Response
Date: 08/09/2022
****** ** ****

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

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

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

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 his mobile billing concern. The
representative informed Mr. ***** that the mobile device is not active, and a
billing adjustment has been applied for this concern.

A
Charter representative contacted Mr. ***** on July 18, 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: 08/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I still needed to cancel out my credit card as the business could not find where they were charging me through, which is worrying. However they refunded me and I was able to cancel my credit card so everything is okay now.

Sincerely,

****** *****
Initial Complaint
Date:07/12/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/11/22 i was visited by a Spectrum sales rep. Last year and at the start of this year and now today, i have requested to be removed from their marketing list. Each time someone has knocked on my door. The "remove" list is just to shut the person up or they just don't care. If I want their services i will contact them, I do not need them or anyone knocking on my door trying to sell me something i do not want. Last year the Spectrum rep that was here was very rude and argued with me because of the current service I had. This time the rep was understanding. NOW, if i have to go to the parent company to get Spectrum to act right i will, but i would rather they just remove me from the marketing list and leave me the hell alone.
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 on July 18, 2022, a Charter
representative confirmed Mr. **********’s address has been added to the Do Not Call,
Do Not Mail, and Do Not Knock registries.

A Charter
representative contacted Mr. ********** and discussed the above information.

Regards,
Corporate Escalations
Charter
Communications
Initial Complaint
Date:07/12/2022
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 called to cancel my service and come into the store to return all of my equipment. The manager did all my transactions after the service rep had difficulty due to new system and both modem and router were returned and a cancellation done before the next rotation cycle per the advice of a rep previously contacted. Spectrum Charter ignored my cancellation and continue to bill me for the upcoming month--65.00.
I owe 45.00 due to a rep returning 25.00 for the rudeness of a previous rep and was willing to bring my promo pricing back. The service was stopped due to price hike, when I called to have something applied/discount to lower price the rep said nothing could be applied. On my actually cancellation call-he offered me my old monthly charge, unlike the previous rep. I found a new system/carrier and was not interested, I will note that these little "working the customers" tactics is real by this company. I asked for my normal monthly and was denied, then on cancelation was granted that days after, but I was displeased it has to get to that to receive a good price. This complaint is about this behavior as well as the tactics to ignore a cancellation and yet continue to charge me with a threat to bring account to collections immediately sent to me affecting my credit.
In the past I was 20 days late and NEVER, EVER received a "Collection" notice of any service. The worst, I will mark is that there is NO service to charge because it was cancelled, yet they created a fake/fraudulent bill to report ruin my credit score by sending this false bill to a billing company.
I want my 45.00 waived due to the harassing letter, my cancellation recorded in a letter, and no further action from Spectrum. At a physical store the manager was able to see my cancellation #****************, the previous cancellation # was ****************. Either request was made on time so that no further charge would be accrued.
Business Response
Date: 07/19/2022
**** *** ****

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

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

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

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

On July 13, 2022, a Charter representative reviewed
Ms. ********* balance after equipment had been returned and the customer made a
payment.

A Charter
representative contacted Ms. ******* and discussed the above information.

Regards,
Corporate Escalations
Charter
Communications
Business Response
Date: 07/19/2022
**** *** ****

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

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

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

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

On July 13, 2022, a Charter representative reviewed
Ms. ********* balance after equipment had been returned and the customer made a
payment.

A Charter
representative contacted Ms. ******* and discussed the above information.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 07/21/2022
My equipment was all return before on the 27th. This is again false and inaccurate, they don’t know what they are doing. Cancelation was on the 26 and again in the 27th at the store when I returned my modem and router, I have receipts for both. Charter did not process this till July 9th and maintained my account active and charged me another month. The remaining balance should be 44.00 which I paid. I asked that to be refunded due to the lack of knowledge by Charter and irresponsibility in canceling my account on time and accurately.
the nasty letter that they will report this false lack of payment is still unexplained which would be affecting my credit, I want to know what happened and why they “created an extra month charge” falsely and where going to send that to collections. As a company you ignored my cancellation and used your power to generate an false bill that you used to threaten my credit. Absolutely corrupt.

Complaint: ********

I am rejecting this response because:

Sincerely,

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

Customer Answer
Date: 07/21/2022
My equipment was all return before on the 27th. This is again false and inaccurate, they don’t know what they are doing. Cancelation was on the 26 and again in the 27th at the store when I returned my modem and router, I have receipts for both. Charter did not process this till July 9th and maintained my account active and charged me another month. The remaining balance should be 44.00 which I paid. I asked that to be refunded due to the lack of knowledge by Charter and irresponsibility in canceling my account on time and accurately.
the nasty letter that they will report this false lack of payment is still unexplained which would be affecting my credit, I want to know what happened and why they “created an extra month charge” falsely and where going to send that to collections. As a company you ignored my cancellation and used your power to generate an false bill that you used to threaten my credit. Absolutely corrupt.

Complaint: ********

I am rejecting this response because:

Sincerely,

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

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 records indicate that on August 08,
2022, a representative spoke with Ms. ******* and together they went over what
was covered in the previous escalation and ensured that everything was taken
care of, to which Ms. ******* agreed.

Regards,
Corporate Escalations
Charter
Communications
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 records indicate that on August 08,
2022, a representative spoke with Ms. ******* and together they went over what
was covered in the previous escalation and ensured that everything was taken
care of, to which Ms. ******* agreed.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 08/02/2022

Complaint: ********

I am rejecting this response because:

This company is still not explaining why—WHY a false bill was generated and a nasty letter sent about 10 days after and blowing these actions over to an employee that has zero power and could not explain, yet took Cate of the issue by helping me see that this in deed was false. Ownership!!! If I was not smart and reading my bill Spectrum would have stolen 75.00 from me. The 45.00 which I requested was never reimbursed for the nasty letter and incorrect/inconvenience fraudulent bill from corporate. Do not have the store clerk who knows nothing about this call me. Why was my cancellation delayed over 10 days and a nasty letter sent? You want to blow this over and I want accountability l—-you made a huge mistake and labeled me for more money and were ready to send my account to collections affecting my credit over NOTHING. I want to know why from the office that created this letter. I have seen you do this multiple times and it requires a person that is on top to hold you accountable as you ***** people out of money.
Enough!!
Why did this occur step by step. Spectrum was ready to mess/ruin my credit and take money from me for fraudulently. You responsible for accurate processing and documentation. I want corporate or at the level this occurred to call me ONLY, not a store manager that was not part of anything fraudulent. You keep evading responsibility which is worse and frustrating.

Sincerely,

******* *******
Customer Answer
Date: 08/02/2022

Complaint: ********

I am rejecting this response because:

This company is still not explaining why—WHY a false bill was generated and a nasty letter sent about 10 days after and blowing these actions over to an employee that has zero power and could not explain, yet took Cate of the issue by helping me see that this in deed was false. Ownership!!! If I was not smart and reading my bill Spectrum would have stolen 75.00 from me. The 45.00 which I requested was never reimbursed for the nasty letter and incorrect/inconvenience fraudulent bill from corporate. Do not have the store clerk who knows nothing about this call me. Why was my cancellation delayed over 10 days and a nasty letter sent? You want to blow this over and I want accountability l—-you made a huge mistake and labeled me for more money and were ready to send my account to collections affecting my credit over NOTHING. I want to know why from the office that created this letter. I have seen you do this multiple times and it requires a person that is on top to hold you accountable as you ***** people out of money.
Enough!!
Why did this occur step by step. Spectrum was ready to mess/ruin my credit and take money from me for fraudulently. You responsible for accurate processing and documentation. I want corporate or at the level this occurred to call me ONLY, not a store manager that was not part of anything fraudulent. You keep evading responsibility which is worse and frustrating.

Sincerely,

******* *******
Business Response
Date: 08/17/2022
****** *** ****

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

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

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

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

Dear Dispute Resolution:

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

Charter’s records reflect a Charter representative spoke with Ms. ******* and confirmed that her account was successfully disconnected and the balance reflects as zero.

A Charter representative contacted Ms. ******* on August 8, 2022 and discussed the above information. The representative provided Charter’s direct contact information to Ms. ******* for future reference.

Regards,

Corporate Escalations

Charter Communications
Business Response
Date: 08/17/2022
****** *** ****

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

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

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

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

Dear Dispute Resolution:

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

Charter’s records reflect a Charter representative spoke with Ms. ******* and confirmed that her account was successfully disconnected and the balance reflects as zero.

A Charter representative contacted Ms. ******* on August 8, 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:07/12/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spectrum has been charging me $19.99 for TV services from July of 2021 until April of 2022. I never requested this service nor did I receive equipment for this service. This service was added to my account without my authorization and when I caught on that they had charged me for a year for service that I had no idea was on my account their response was that it was my responsibility to look at my bill. This response is ludicrous due to the fact that spectrum is adding services to customers account and then refuse to credit the full amount because spectrum policy is that they only will credit you back 60 days regardless of the fact that they are stealing from people by adding service that customers don't request. Spectrum did credit my account for 60$ however the over charge amount that I was charged for the months listed above was $200. This is just bad business. And from this forum I can see that I am not the only customer that spectrum has done this to.
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 on July 22nd,
2022, a Charter representative reviewed the account and based on the findings,
the account had been repackage appropriately 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
Initial Complaint
Date:07/12/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Puchased ****** *** ** Nov 2021. Currently the phone is dropping calls and going in and out like a shortage is in it. I have visited the service center and phoned customer service.
July 9th factory reset via Spectrum customer service over the phone
July 10 factory reset "
July 11 Visit to local Spectrum store and representative installed NEW SIM card.
less than 60 minutes phone repeated the same faults. Spectrum referred me to ******* who then referred me to
July 12 went to ********** on 7/12/2022 10am

********** **** ***** ** ***** **** ************ ** *****
**Refused to look at phone. Ask what is
happening and said it is the service provider.

I went back to Spectrum who stated that in *** **** ***** Insurance is not offered therefore, I would have to purchase a new
phone. This was stated by:
Joshua O****
Manager Spectrum Store
**** ***** ** *********** * ** ***** ******* via text chat 10:20am til 10:40 no solution.

BBB case number is ******** regarding *******
Business Response
Date: 08/12/2022
****** *** ****

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

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

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

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

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

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

Charter records indicate that the phone number associated with the customer’s Spectrum Mobile account, has been successfully ported out to another Carrier. The customer has been advised that Spectrum has received the returned mobile device.

A Charter representative contacted Ms. ***** on August 11, 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:07/12/2022
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.
To Whom it May Concern:
On December 7, 2021, I canceled my Spectrum Mobil account. I owned my equipment so when I canceled, the phone was unlocked and the account was closed, or so I thought. In January 2022, I was billed for cell service, so I called and explained that I was no longer was a customer and was still being charged. When I called customer support, I was told to wait a month for the paperwork to process.
It is now July 2022 and every month I see that Spectrum has tried to bill. I have spoken to supervisors, manager’s all to no avail. Back to ANOTHER customer support call, another hour and I was finally told to go to my local spectrum store, and they would be able to correct it there. When I went to the store, I was told there was no customer support only sales I could be helped with. I then went to the corporate offices here in Rochester, but they are not there anymore.
I eventually closed the bank account that was connected to my bill and now I have six months of “late” payments hitting my credit report!
Last attempt: Monday, July 11 Customer support call: Now being told there is no account for me so I shouldn’t be getting charged. Ok, so where can a get help with that? GO TO YOUR LOCAL STORE.
And the cycle continues…
Help
Business Response
Date: 08/29/2022
****** *** ****

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

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

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

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

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

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

Charter’s records reflect that a Charter representative spoke with Ms. ******** to acknowledge her mobile billing concern. The representative worked to correct the billing issue by applying an adjustment to the account and ensuring the account was disconnected accordingly. Charter has requested that Ms. ********’s account be removed from collections. Ms. ******** was informed a refund was approved and will be processed and sent as a virtual refund via *********.

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

Regards,

Corporate Escalations

Charter Communications
Initial Complaint
Date:07/12/2022
Type:Service or Repair 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.
on 5/11/22 we had some downed power lines and communication lines. Spectrum responded quickly to restore service. Their team had service restored before morning.

However, their team left work order trash (cable transmission lines) on my lot. I will admit it's a little overgrown but I've had plans to tame it this summer. I cannot tame it with a brush hog because those long heavy lines were left behind - and they are now somewhere in the area and I'm unsure where as it's very long.

Along with this, they left a service line for my neighbor running on the top of the ground through my property which further inhibits my ability to get to work.

I have requested they come out and finish the job. They first sent the wrong type of technician - he was very helpful and ensured with his manager the order to "drop/bury" was in for the next few days. They never showed. a few weeks went by so i called again (i think on 7/5). they scheduled for today. again, no show. I called in about this and was informed their dispatch team noted "job complete". no one showed up or contacted me.

I called around and tried to escalate as much as i can and talk to several different departments to which i am told the same thing that "no one knows how to contact this dispatch department directly". i stirred the pot a bit and asked several people to turn in tickets.

Finally someone reached out to me - although i was in the bathroom when they called - they called twice in quick succession and left a voicemail with no return number. I am honestly sick of just asking them to pick up their corporate trash and finish the job they started. I just want to speak to someone about this but reaching them is harder than locating sasquatch in the wild.
Business Response
Date: 08/05/2022
****** ** ****

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

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

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

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

Charter records indicate the cable has been
removed from Mr. ********** property as requested.

A Charter
representative contacted Mr. ******** on July 14, 2022 and discussed the above
information. The representative provided Charter’s direct contact information
to Mr. ******** for future reference.

Regards,
Corporate Escalations
Charter
Communications
Business Response
Date: 08/05/2022
****** ** ****

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

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

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

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

Charter records indicate the cable has been
removed from Mr. ********** property as requested.

A Charter
representative contacted Mr. ******** on July 14, 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: 08/05/2022

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,

******* ********
Customer Answer
Date: 08/05/2022

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:07/12/2022
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.
On June 29th after calling Spectrum simply to inquire about services, I was signed up for a TV service I did not ask for and it has been virtually impossible to get it canceled and my account credited.
Business Response
Date: 07/25/2022
**** *** ****

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

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

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

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

Charter records indicate on July 22, 2022, a
representative spoke with Mr. ****** regarding the matter. The cause of the
issue has been identified and addressed. An adjustment has been placed on the
account and necessary corrections have been made. Interactions have been
reviewed in an effort to identify coaching and retraining opportunities.

A
Charter representative contacted Mr. ****** on July 22, 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: 07/25/2022

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:07/12/2022
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 called to reduce services and returned my equipment to Spectrum on 6/29/22. My billing cycle, which was paid in advance, was for the time period of 6/23/22 through 7/22/22. When requesting the changes to my service, neither the associate on the phone nor the associate at the store advised that I was just a week into my billing cycle and that there would be no prorated credit to my account, which tends to be common practice with businesses, especially those for which you pay for services in advance. Each customer service associate and manager I spoke with regarding my concerns and request for a credit consistently said they would not pro rate any credits because the terms are clearly stated on the monthly statement. Clearly, they receive this type of complaint from customers on a regular basis. Opting for paperless billing, I was not receiving a paper statement so I do not understand why they would be so adamant and unwilling to refund customers for services that were discontinued, especially when the services are paid for in advance. The full services for which I had been paying would have been approximately $51.05 for 7 days of service; the bill I had paid in advance was $226.10. I would like to see a reasonable amount credited to my account for continued services.
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
was unable to fully address Ms. ********* concerns without speaking to them for
additional information.

A
Charter representative attempted to contact Ms. ********* on July 14, 15 and 18,
2022 using the contact telephone number and email address that Charter has on
file. Charter was unsuccessful in these contact attempts to reach Ms. *********.
On July 19, 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:07/12/2022
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.
Spectrum is only one ISP which services my address. This results in higher prices and extremely poor services.
I’m paying 100$ for 400M and still without internet for last one month. I work from home and it have grave consequences.
Business Response
Date: 07/25/2022
**** *** ****

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

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

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

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 service call on July 14, 2022 and Mr. ****** confirmed
his service is working correctly. An
adjustment has been applied to the account.

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

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