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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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 14,903 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/27/2025

      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 not transparent about their billing and pricing. They raise the price EVERY year and the excuse they use is that they give you an introductory offer, but NEVER tell you that they will raise pricing. According to their own website and FACTS sheet, the base pricing for internet should be $50 after the intro rate is done, but they want to charge me $98 a month and it's not even great internet. We have outages ALL the time. They STEAL money from customers because they are the ONLY internet provider in my region. It's a monopoly and they don't care.

      Business Response

      Date: 07/02/2025

      **** ** ****

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

      ***  ** *** ******** ******


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

      This letter is in response to your
      correspondence regarding the complaint submitted by ***** ****** involving a billing
      and service concerns. 

      Charter’s records reflect a Charter
      representative provided Mr. ****** with a pricing explanation for his account. Mr.
      ******’s account has been repackaged appropriately and future billing
      expectations were discussed. A service visit was offered to address the customer’s
      service concerns; however; Mr. ****** declined a technician at this time and stated
      he would contact customer service at a later date to schedule an appointment, if
      needed.

      A Charter
      representative contacted Mr. ****** on June 30, 2025, via email 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:06/27/2025

      Type:Product 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.
      When adding a new cell service line to my spectrum mobile account I was told that I would be reimbursed for the price to pay off the phone on another carrier if I provided the requested documents. I was also told 3 other statements regarding prices of service and reimbursement that were followed up upon initially, but were corrected over the course of roughly 3 weeks of correspondence. Spectrum has now informed me that they will not be honoring what the employee who made the initial sale stated to me but did acknowledge that I was misinformed. Due to this I am not being reimbursed $380.33 dollars that I had to spend to transfer the phone. The decision to pursue this service was heavily impacted by the employees statement that this would be reimbursed. A recollection of communications is included in an attached word document.

      Business Response

      Date: 07/06/2025

      **** ** ****

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

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

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

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

      Charter records reflect that a Spectrum
      representative contacted *** ***** to acknowledge his billing issue with Spectrum.
      The representative informed *** ***** that he had received misinformation about
      his billing and his promotion. *** ***** is aware of the complete billing
      details. The promotion has been updated correctly and a billing adjustment has
      been applied to the account.

      A Charter
      representative contacted *** ***** on July 2, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to *** ***** for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

      Business Response

      Date: 07/06/2025

      **** ** ****

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

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

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

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

      Charter records reflect that a Spectrum
      representative contacted *** ***** to acknowledge his billing issue with Spectrum.
      The representative informed *** ***** that he had received misinformation about
      his billing and his promotion. *** ***** is aware of the complete billing
      details. The promotion has been updated correctly and a billing adjustment has
      been applied to the account.

      A Charter
      representative contacted *** ***** on July 2, 2025, 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: 07/07/2025



      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: 07/07/2025



      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:06/27/2025

      Type:Sales and Advertising 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 Thursday, June 26th, 2025, I called Spectrum to cancel my wifi service for my home as I had found a competitor that I preferred. Despite my verbal desire to cancel my service, the representative ignored me and signed me up for an even more expensive tier of service.

      Business Response

      Date: 07/02/2025

      **** ** ****

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

      ***  ** *** ******** *******


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

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

      Charter records indicate on June 27, 2025, a
      representative spoke with *** ******* regarding the matter. The cause of the
      issue has been identified and addressed. The account has since been
      disconnected and a refund issued in accordance with terms and conditions.
      Proper expectations have been set. Interactions have been reviewed in an effort
      to identify coaching and retraining opportunities.

      A
      Charter representative contacted *** ******* on June 27, 2025 and discussed the
      above information. The representative provided Charter’s direct contact
      information to *** ******* for future reference.

      Regards,
      Corporate
      Escalations
      Charter
      Communications

    • Initial Complaint

      Date:06/26/2025

      Type:Product 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.
      May 7, 2025 - receive an *phone from spectrum - open the box but do not use it, do not put in pocket, do not activate the phone, do not turn it on. Decide the deal is not a good one and don't need a new phone - take phone back to store - Spectrum refuses to take it in store. I put it back in original packaging and send it with shipping label for ***** as required by Spectrum. Am told if it's damaged in shipping, I would be charged up to the full amount and the phone would be returned. The phone I returned was not damaged. A week later, get charged $505.83 by Spectrum - I call to see why - they did not know but claim it was damaged. Said they would email me proof of damage. (They never provided any proof of any damage.) I said to charge me the other $500 and give me the phone but to charge $500 and give me nothing is an illegal penalty. I call again, told it's their policy to auction off opened phones and the phone has already been sold and they would not give me my $500 back. I told them this is an illegal policy - they did not care. I was told by in store staff that all returns automatically go to Assurant, a 3rd party that sells the phones. Therefore, they had already sold my phone when I returned it and unjustly enriched themselves by charging me a $500 penalty for a phone they sold twice. They refused any reasonable resolution, including me offering to pay the full amount in order to get back the allegedly damaged phone. I filed an *** complaint and "Mike" called twice to say they would not refund the money. This is fraud, a clear violation of the ***, complete lack of good faith and fair dealing and complete waste of my time and money.

      Business Response

      Date: 07/01/2025

      **** ** ****

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

      ***  ** *** ******** *******


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

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

      Charter’s records reflect a Charter representative
      spoke with *** ******* and discussed charges that he incurred after retuning a
      mobile device. We confirmed the charges are valid and all proper policies and
      procedures were followed. No adjustments will be applied.

      A Charter
      representative contacted *** ******* on July 1, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to *** ******* for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

    • Initial Complaint

      Date:06/26/2025

      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’m a 61year old woman who’s facing financial hardship. I called Spectrum a couple of months ago and pleaded with them to discontinue my services and to close my account. I explained that I was facing financial hardship maybe even homelessness. I even offered to pay what I owed at the time which was $54.00, in monthly installments, until it was payed off. Spectrum refused to close my account and to discontinue my services and even threatened to charge my card. Thus so far they have continued to charge for the services (which I’m not using), and now my account has tripled the original amount. Now, the current bill is $158.47.
      If they had discontinued the services when I pleaded with them to I would only owe $54.00. I would like to have the services discontinued, remove the $104.47, and part ways with Spectrum.

      Business Response

      Date: 07/01/2025

      **** ** ****

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

      ***  ** *** ******** *******


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

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

      Charter records reflect a Charter
      representative confirmed Ms. *******’s account had been
      disconnected as requested. Ms.
      ******* was informed a onetime billing adjustment has been applied to the account.

      A Charter
      representative contacted Ms. ******* on July 1, 2025, 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: 07/01/2025

      **** ** ****

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

      ***  ** *** ******** *******


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

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

      Charter records reflect a Charter
      representative confirmed Ms. *******’s account had been
      disconnected as requested. Ms.
      ******* was informed a onetime billing adjustment has been applied to the account.

      A Charter
      representative contacted Ms. ******* on July 1, 2025, 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:06/26/2025

      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.
      When I first signed up for Spectrum internet services on 06/10/2025, I was told my monthly bill was going to be $40/month for a gig. I had the representative leave in the notes that price would be my monthly internet bill going forward. However, when my first bill generated it was brought to my attention that my bill was $70. I called in and a representative assured me that it was just an activation fee and going forward, my bill will still be $40/month. To this day my bill still displays $70/month and every time I call into customer service, they run me around in circles and tell me nothing can be done about the situation or just hang up. Ridiculous that a multi-million dollar company can't give a customer the correct pricing.

      Business Response

      Date: 07/03/2025

      **** ** ****

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

      ***  ** *** ******** ***

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

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

      Charter’s records reflect a Charter
      representative provided *** *** with a pricing explanation for her/his account.
      A onetime billing adjustment has been applied to the account and future billing
      expectations were discussed.

      A Charter
      representative contacted *** *** on June 28, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to *** *** for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

    • Initial Complaint

      Date:06/26/2025

      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 crammed 30 dollars on my phone bill and didn't warn me ahead of time. In addition I canceled internet with them. My service should have stayed on until july 17th because it was already paid for. Spectrum shut it off immediately. Upon calling them to let them know of the mistake they charged me 30 dollars to have them reactivate it. This is criminal.

      Business Response

      Date: 06/30/2025

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter’s records reflect a Charter representative
      spoke with *** ****** and discussed his concern with his account being
      disconnected early and his request to waive the reconnect fee. An adjustment
      has been applied.

      A Charter
      representative contacted *** ****** on June 26, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to *** ****** for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

    • Initial Complaint

      Date:06/26/2025

      Type:Sales and Advertising 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.
      Since I have moved into my current address, Spectrum has not stopped sending mail and calling me regarding services. I never placed an inquiry with them about receiving Spectrum services, as we were already using ********. Recently, this activity has escalated to coming and knocking on my door. In the past two weeks, I have personally seen Spectrum sales representatives on my doorstep at least 5 times, which is not including when I’m not there to witness it. I’m not sure what I’ve done to deserve being borderline harassed by Spectrum, because I’ve never answered a call, opened an email, or inquired about Spectrum services. I do not understand why they continue to visit and call and text me.

      Business Response

      Date: 07/02/2025

      **** ** ****

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

      ***  ** *** ******** *******

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

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

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

      A Charter
      representative attempted to contact Mr. ******* on June 26 and June 27, 2025, 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 June
      30, 2025, 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:06/26/2025

      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.
      I dropped off my spectrum router and modem at the store and it was not taken off my account and they are billing me for it. The store does not have reasonable turn in procedures—there was over a two hour wait for the equipment to be turned in. I handed the equipment to an employee of the store on 23June2025 at 1220.

      Customer Answer

      Date: 06/27/2025

      Spectrum has resolved this issue. Thank you!

    • Initial Complaint

      Date:06/26/2025

      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.
      I called on May 20th to reduce my internet bill which was $94.25. The man said he would put me on the $40 a month for a year plan, but when I saw my statement a few days ago it’s saying I owe $104.25? Turns out he never even updated my plan and when I called back to tell them about it, they said there’s nothing they could do and I would have to pay the $104. That’s ridiculous. I shouldn’t have to pay MORE than what I was already paying because someone didn’t know how to do their job properly. I want a refund.

      Business Response

      Date: 07/03/2025

      **** ** ****

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

      ***  ** *** ******** *****


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

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

      Charter's records reflect that a Charter representative spoke with *** *****
      and reviewed the billing on her account. The promotion has been applied to the
      account at the previously agreed upon rate. Interactions have been reviewed in
      an effort to identify coaching and retraining opportunities. *** ***** can
      reach out to Charter directly with any additional concerns.

      A Charter
      representative contacted *** ***** on June 27, 2025, 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: 07/03/2025



      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,



      ****** *****

    Charter Spectrum is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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