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Business Profile

Cable TVs

Charter Spectrum

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

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

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Charter Spectrum has 1142 locations, listed below.

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    Customer Complaints Summary

    • 14,879 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2025

      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.
      I did a trade in on 2 phone. They tried to say I didn’t turn of the find my ****** security on the phone after they investigated they found out it was the apple download from apple that caused the problem. They keep saying I will get my credit however I have been having to keep calling about the issue because they have not given me the credit. I having been fighting this for 2 months. This was not an issue with me this is their issue and taking it out on me by not already giving me the credit. Also for may they to 2 payment of 163.44 which they credit it to me but they took it out of the amount they are saying I owe for the phone ( 482.00) so now they say I owe 318.00 for the phone and saying I owe my regular monthly bill of 163.44.

      Customer Answer

      Date: 06/27/2025

      I wanted to let you know Spectrum made the issue right and I want to thank the Better Business Bureau for the quick response and getting my issue dealt with quickly.

    • Initial Complaint

      Date:06/25/2025

      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 canceled my Spectrum internet service effective June 6, 2025, and received a written confirmation from Spectrum that my account was disconnected as of that date. I was also instructed to return my equipment within two weeks to avoid additional charges, which I did.

      Despite this, Spectrum charged me for the entire billing period from June 5 to July 4, 2025, even though I had no access to service after June 6. When I called to dispute the charge, I was told Spectrum does not provide pro-rated refunds, but this policy was not disclosed to me at the time of cancellation.

      I believe it is unfair and deceptive to charge for services beyond the confirmed disconnection date, especially when Spectrum's own written communication acknowledged that my service ended on June 6.

      I am requesting a refund for the portion of the billing period after June 6, 2025, which represents time I did not have access to Spectrum services.

      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 reflect a Charter
      representative spoke with *** *** regarding the final balance after disconnecting
      services. *** *** was informed of Spectrum’s Monthly Subscription Policy. No
      adjustments are warranted, and the final balance is valid.

      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

    • Initial Complaint

      Date:06/25/2025

      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.
      I recently ordered (via phone) a new ****** ** *** (upgrade from an ****** ** ***) from Spectrum. When i recieved my new phone and set it up I noticed that i had a new number. I called Spectrum and they said they made a mistake and added an additional line in which i didnt ask for. They said that i would have to return the phone and go to a spectrum store and place another order for the phone. I only had the phone out of the box for 3-4 hours before i had to return it. A week after i returned the phone i was charged $533.70 due it being "damaged". There is no way that phone was damaged as i didnt even have the opportunity to use it. When i called Spectrum they said there was nothing they could do. I spoke to a manager (Natasha) and she was no help and had no empathy towards my situation. I explained to her that I should not have had to return that phone in the first place due to their mistake of giving me an additional line with a new number. Even if the phone was damaged (which it was not at all), i shouldnt have to return it due to their mistake. I asked for photo evidence of the damages and they were not able to provide those pictures. I would like a full refund of the $533.70. I was so upset that i was treated the way I was from Spectrum as i am a customer that didnt do anything wrong on my end.

      Business Response

      Date: 07/03/2025

      **** ** ****

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

      ***  ** *** ******** *****


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

      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 he was assessed after
      returning a mobile device. An adjustment has been applied. Interactions have
      been reviewed in an effort to identify coaching and retraining opportunities.

      A Charter
      representative contacted *** ***** on June 25, 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:06/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called the Sprectrum phone number to try and lower my bill. I was transferred to this pretending to be a spectrum manager. He changed my login and password information. Asked me to upload front and back of my identification card amd told me there is a program that pays for some bills from Spectrum. He was lying the whole time and hacked all my information.

      Business Response

      Date: 07/03/2025

      **** ** ****

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

      ***  ** *** ******** **********

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

      This letter is in response to your
      correspondence regarding the complaint submitted by ****** ********** involving
      an account security 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 25, 26, and June 17,
      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 28, 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:06/24/2025

      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.
      Being charge for equipment return that they are saying is damaged and have “pictures” of. But when sent was not damaged. This is a known scam by Spectrum Mobile. I just want this charge cancelled as this amount is ridiculous and not ethical. They also cancelled my account so I can’t log into the billing system.

      Business Response

      Date: 07/03/2025

      **** ** ****

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

      ***  ** *** ******** ******


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

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

      Charter records reflect a Charter
      representative spoke with Mr. ****** regarding the balance for his Mobile
      device after cancelling services. Mr. ****** was informed via email that a
      billing adjustment has been applied to the account for the final balance.

      A Charter
      representative contacted Mr. ****** on
      June 27, 2025, 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:06/24/2025

      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.
      On 6/24/2025 I phoned Spectrum to cancel our streaming account due to the death of my spouse, who passed away on 6/18/2025. I was told by the agent that because the new billing cycle had began yesterday 6/23/2025, I would be responsible for the entire month. I asked if the bill could be prorated due to the extenuating circumstances and was told NO, flat out. I am requesting a hard stop on service and requesting a prorated bill or cancelation of the bill in it's entirety, as the service has not been used since the billing cycle began. Some compassion, empathy, and respect would be much appreciated from agents when requesting assistance. Especially, when such a great hardship has been expressed. The agent's lack of professionalism and general customer care is shameful.

      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 indicate that the
      customer’s Spectrum account has been disconnected, as previously requested. The
      customer has been advised of Spectrum’s Monthly Subscription Service billing
      policy. An adjustment has been issued, which offsets the remaining final
      balance of the customer’s Spectrum account.

      A Charter representative contacted *** ******
      on June 30, 2025, to discuss the above information. The representative provided
      Charter’s direct contact information to the customer for reference.

      Regards,
      Corporate
      Escalations                                                                                                                                  
      Charter Communications

    • Initial Complaint

      Date:06/24/2025

      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 was a customer of Spectrum Internet, and I had my Internet connection drop, 10-12 times per day, every day of the week for almost a month straight. I brought this up with Spectrum, after I changed ISP's, and they will not take back a $74.99 charge for services that I disconnected.

      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 reflect a Charter representative
      spoke with Mr. ****** regarding the final balance after cancelling services.
      Mr. ****** was informed of Spectrum’s Monthly Subscription Policy. A billing
      adjustment has been applied to the account for ten unused days of service and future
      expectations have been set regarding the remaining balance owed.

      A Charter
      representative contacted Mr. ****** on
      June 26, 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:06/24/2025

      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.
      I ordered a ****** ** and an ***** watch from spectrum and also added a new line of service on June 1st 2025. The service address on my account is no longer my current address and I do not live there anymore, when I made the purchase I asked the sales representative can he update my address due to me no longer living there. He told me can’t and I would have to call *** ** when I get my tracking information. I did what I was told however *** ** couldn’t change the address nor could I pick up my package from *** ** because Spectrum left instructions to not be able to pick up from any *** ** location. I called spectrum back and they told me the only thing they can do is cancel the order and do a return to sender. It took two whole weeks and when they received the package I was told I would be Refunded the full amount of $213.25. When I received the refund it was only $173.25 it was sent in two transactions $108.12 & $65.13 I immediately called to explain what happened and the customer service representative told me they charged me $40 in activation fee’s however I didn’t receive my product nor did I have any additional lines of service because my order was cancelled and returned to spectrum. I told the amount that I was Refunded and asked for the remaining balance of $40 that was apart of my initial payment of $213.25. They gave me excuse after excuse never refunding the money , but instead they put a credit on my phone bill for $40, I have been trying all month to get my correct refund and they are not giving it to me and have the Audacity to tell me some crazy nonsense about my phone bill cycle took the money and it’s no way they change that. They are coming up with all kind of stories to cover their ass and make it my fault ! I asked for the Corporate Phone number and they gave me this number ###-###-#### I called this morning and That is the number to ********!!! The Game Company! I’m Livid and if they do not resolve this I will file a small claims lawsuit

      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 the Charter representative explained to ***
      **** that the credit has been applied to her active Mobile account and is not
      available to be refunded back to the card. *** **** can reach out to Charter
      directly with any additional concerns.

      A Charter
      representative contacted *** **** on June 24, 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: 07/02/2025



      Complaint: ********



      I am rejecting this response because:



      Sincerely,



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

      Customer Answer

      Date: 07/02/2025

      Hello , I did speak with a representative from Charter and all tho they said they’re not able to refund me due to their error. I asked If they would change my address in my account so I won’t have any issues in the near future with Shipping any other possible orders. They told me they aren’t able to do that. I don’t understand why and if this second issue in my complaint isn’t resolved I will have to cancel my current service with them.  

      Thank you 

      ******** **** 

      Business Response

      Date: 07/03/2025

      **** ** ****

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

      ***  ** *** ******** ****


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

      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 her billing issue with
      Spectrum. The representative confirmed with *** **** that the shipping address has
      been updated. *** **** is also aware of the watch being available at the local
      office if she wants to purchase it.  There
      was no additional billing adjustments applied to this 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: 07/04/2025



      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:06/24/2025

      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.
      I am writing to formally file a complaint against Spectrum Mobile regarding an unresolved issue with a returned phone and the refund of my deposit.
      In April 2025, I switched to Spectrum for both internet and mobile services after being with my previous provider for over 10 years. I initially purchased a ******* ****** *** and paid the required deposit. However, I was dissatisfied with the phone and, within the 14-day return period, I upgraded by purchasing a ******* ****** *** *****, for which I paid another deposit.
      After transferring my data to the new phone, I returned the ******* *** in perfect condition—no cracks, no damage, and fully functional.
      To my surprise, I received an email stating that I would not be refunded the deposit for the *** due to damage. I immediately contacted Spectrum Mobile to dispute this, as the phone I returned had no damage whatsoever.
      I was sent a photo supposedly showing the damaged phone, but the image displays what appears to be an ******, not a ******* ***. I informed the representative and supervisor that this was not the device I returned. Despite this clear discrepancy, both insisted that the phone shown was mine. During the call, the supervisor read notes indicating that I was expected to return the *** *****, which further confirmed that Spectrum's records were confused and possibly mishandled.
      I am extremely frustrated and disappointed with how this situation has been handled. I feel I am being unfairly denied a refund of my deposit due to an internal error or misidentification by Spectrum Mobile. As a new customer, this has left me with serious concerns about the integrity and quality of service.
      Because this matter remains unresolved and the deposit has not been refunded despite my compliance and documentation.

      A full investigation into the returned phone and documentation mismatch.
      A refund of the deposit for the ******* *** was requested, as the phone was returned undamaged and within the return period.

      Customer Answer

      Date: 07/01/2025

      Thank you Mike for correcting my account. I am satisfied with your results and communication. 

       

      Thank you 

    • Initial Complaint

      Date:06/24/2025

      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 paid of my *Phone ** and my ***** Watch. I received a paid in full notice for both devices I was still charged on my bill for both device monthly payments after the fact and they are refusing to adjust.

      Business Response

      Date: 07/02/2025

      **** ** ****

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

      ***  ** *** ******** ****

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

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

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

      A Charter
      representative attempted to contact *** **** on June 24th,26th,27th,28th,
      using the contact telephone number and e-mail address that Charter has on
      file.  Charter was unsuccessful in these
      contact attempts to reach *** ****.  On July
      1, 2025, Charter mailed *** **** a letter with Charter’s direct contact
      information.  It is Charter’s
      recommendation that *** **** contacts Charter directly to expedite a
      resolution.

      Regards,
      Corporate Escalations
      Charter
      Communications

    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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