Complaints

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

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• 

  Charter Spectrum

  400 Atlantic St Fl 10 Stamford, CT 06901-3512

• 

  Charter Spectrum

  12405 Powerscourt Dr Saint Louis, MO 63131-3673

• 

  Charter Spectrum

  801 Charter Commons St # 941 Twn And Cntry, MO 63017-0608

• 

  Charter Spectrum

  647 Clinic Rd Hannibal, MO 63401-3607

• 

  Spectrum

  1005 N 16th Ave Yakima, WA 98902-1351

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:07/11/2022

  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.

  In late May, we cancelled Spectrum TV Subscription service but retained their Internet service. We cancelled right after making a payment and they assured me that the next bill would be ONLY for the Internet service. FOUR phone calls later, we are still getting emails telling us we are delinquent on our account when we are not.
  
  It is as if NO records had been updated after cancelling nor after any subsequent phone calls to them in which we tried to resolve this. Today, we got another email from their collection dept. We are now officially ******.
  
  *** *** ***** ********

  Business Response

  Date: 07/26/2022

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  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** ********
  
  
  **** ******* ***********
  
  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. ******** to discuss his billing dispute. Mr. ********
  has been credited for cable services during his June billing period.
  
  A
  Charter representative contacted Mr. ******** on July 19, 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:07/11/2022

  Type:Customer Service 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 June 8th, 2022 I tried to switch from Spectrum mobile to *******, the purpose was getting a newer phone for myself and my daughter. I specifically asked to transfer both numbers. Long story short ******* ported in my daughters number on June 8th, however they could never port my number from Spectrum to *******. After hours with customer Service I decided to go back to Spectrum. My phone number ###-###-#### (which I have had for 20 yrs) was lost in limbo between companies. I have not been able to retrieve my number. I have submitted numerous tickets with both ******* and Spectrum. On June 29th I received and email stating that a line needed to be activated, it did not let me activated when I called on several occasions to Spectrum Customer Service, Spectrum says ******* needs to port it back. I have spent hours on the phone, being transferred from one person to another, explaining the same thing again. No-one is able to help me get my number back. On June 10th Spectrum assigned a new number as a "temporarily solution". I am a single mom with a severely disabled son, I cannot spend any more time on the phone and no solution reached. On top of loosing my number Spectrum is charging me 238.00 dollars but on by bill online will not disclose the charges. I have paid around 100.00-120.00 every month for the last 3 yrs. No one can tell me why they are charging me so much. My old phone (iPhone 8) # ###-###-#### starting displaying "spectrum" as it is connected to them but when I try to make a call the person on the other side cannot hear me. They cannot transfer my ###-###-#### number to my new device (iPhone 11), they say it is not ported back from ******* (******* says the exact opposite they do not have the number, they never activated the number). Spectrum even cancelled previous tickets I have submitted regarding the bill and it is on automated payment. I need my number back and dispute the 238.00 charges, they are charging me for a number they cannot activate!

  Business Response

  Date: 07/25/2022

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  ****** ******** ******
  ***** ******* **********
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  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** *******
  
  
  Dear
  Dispute Resolution:
  
  This letter is in response to your
  correspondence regarding the complaint submitted by Ms. *** ******* involving a
  service and billing concern. 
  
  Charter records indicate Ms. *******’s phone
  number has been recovered and activated on the appropriate device, billing was reviewed and a
  billing adjustment had been applied to Ms. *******’s account.
  
  A Charter
  representative contacted Ms. ******* on July 19, 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:07/11/2022

  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 May 24, 2022, at 9:00 am, I called Spectrum to request my television services be disconnected and keep the internet service. I was told by the representative the internet would still remain $22.99 per month. I received a bill for May for $130.37 and June for $119.19. I paid both. When I received my bill for July for $119.19, it was then I noticed June and July I was charged for Spectrum TV, $69.98 along with taxes. When I reached out to Spectrum on July 10, 2022 at 3:22 pm I was at first told they only showed me returning one cable box. They sent me to another department that verified they received both boxes but the Advention Dept. had not closed out the account with the boxes listed. They sent my call over to the Advention dept who attempted to get me to purchase essential add-ons to supposedly get my price to be cheaper and claimed they did not see the price being 22.99. They stated I could only get it for 22.99 if I added essentials, I do not need, which would be an added 19.99, totaling $47.00. After I asked them to terminate my services altogether they found the discount for 22.99, but they then claimed there was no note of me requesting to cancel my Spectrum television service, so they could not credit my account. They stated they saw where I had called on May 24th, 2022 but it was not noted on my account that I wanted to discontinue service, hence what was the reason for my call?? After much debate as to why I would return my cable boxes, the next problem became getting the disconnected TV service backdated to May 24, 2022, so I could receive a credit for the money I paid for TV services that should have been disconnected in May and to update my current July-August bill from $119.19 to $22.99. After one hour and 23 min, the rep states she is having problems backdating my account to reflect the disconnection date for May 24 and could not adjust my bill. It needed to go to someone who could. So no resolution only a promise that it will be corrected.

  Business Response

  Date: 07/22/2022

  **** *** ****
  
  ****** ******** ******
  ***** ******* **********
  ** ****** ****
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  ****** ***************
  **** ******************************
  
  ***  ** *** ******** ******
  
  
  **** ******* ***********
  
  This
  letter is in response to your correspondence regarding the complaint submitted
  by Ms. ******* ****** involving a billing concern.
  
  Charter leadership has reviewed the customer
  service interactions and corrected the billing issue.
  
  A
  Charter representative contacted Ms. ****** on July 15, 2022 and discussed the
  above information. The representative provided Charter’s direct contact
  information to Ms. ****** for future reference.
  
  Regards,
  Corporate
  Escalations
  Charter
  Communications

  Customer Answer

  Date: 07/22/2022

  
  
  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:07/11/2022

  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.

  Charter has added a 200 dollar fee to my account . This comes after they messed up my account by listing it as an apartment therefore excluding me from products. I had them fix this issue only to have a few added and no one can seem to help . Also they added someone as a registered user to my account whom we do not know . I have spent hours on the phone trying to resolve my account . I’m done ! Fix my account

  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’s records reflect a Charter representative
  spoke with Ms. ****** and explained that the equipment charges and fees have
  been reversed.  We provided the remaining
  balance and confirmed no additional parties are authorized on the account.
  
  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
  

  Customer Answer

  Date: 07/20/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok to me. I want to add , I shouldn’t of had to wait on the phone for hours . I hope in the future spectrums right and left hand can communicate in a more efficient way. It’s unacceptable to make your clients spend lengthy amounts of time after an error a company has made for tix it. 
  
  
  
  Sincerely,
  
  
  
  ******* ******