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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

    • 14,863 total complaints in the last 3 years.
    • 4,825 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:06/20/2025

      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 am writing to report ongoing unauthorized activity on my credit card account and to request immediate investigation and resolution.

      On May 18, 2025, an attempt was made by a company named Spectrum to charge $149.75 to my **** ** ******* credit card. I received both SMS and email notifications regarding this transaction. Your system flagged it as suspicious and asked for my approval. I did not approve the transaction, and it was declined.

      Later that same day, I contacted your customer service to report the fraudulent activity. I was informed that my credit card would be blocked and that a new card would be issued and delivered within 7 to 10 business days. However, I never received the replacement card.

      To my shock, on June 18, 2025, I again received a notification that Spectrum charged $163.97—this time to the new card that I never received or activated. I immediately contacted your support team again to report the fraud and requested the card be blocked immediately.

      I am extremely concerned. I have no association with Spectrum, and I have never shared my card details with them. Upon searching online, I discovered that Spectrum is a TV, internet, and mobile service provider, which I do not use and have never signed up for.

      This situation raises serious questions:

      How did Spectrum obtain my new card details if I have not even received or activated it?

      How was a charge approved on a card that should not yet be active?

      Please investigate this matter urgently. I request:

      A full fraud investigation into these unauthorized charges.

      A confirmation that no further charges will be allowed from Spectrum.

      Details on the status of the new card and the delivery failure.


      Thank you for your prompt attention to this matter. I look forward to a swift resolution.

      Sincerely,

      Business Response

      Date: 06/22/2025

      **** *** ****

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

      ***  ** *** ******** ****


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

      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 will need to contact his banking
      institution to stop payment of the erroneous payments. *** **** is aware of the
      banking institution responsibility to reverse all erroneous payments.

      A Charter
      representative contacted *** **** on June 21, 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:06/20/2025

      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.
      Subject: Complaint Regarding Misleading Internet Promotion by Spectrum

      Dear Better Business Bureau,

      I am filing a formal complaint against Charter Communications (Spectrum) for misrepresentation of promotional pricing and unauthorized changes to my internet plan.

      On May 14, 2024, I contacted Spectrum to cancel my internet service. During this call, a Spectrum representative offered me a promotional retention rate of $41.25 per month for 1 Gig internet service. I accepted this offer, and there was no mention of any requirement to add mobile lines to receive that price.

      However, on May 17, I discovered that the plan had been changed and the monthly price increased. Spectrum informed me that this was because I had not added two Spectrum Mobile lines — a condition that was never disclosed to me during the May 14 call. I did not agree to these terms, nor was I notified of the change in pricing prior to implementation.

      I have since attempted to resolve the issue with Spectrum by calling customer service and requesting a review of the original call. Despite my efforts, I have not received a satisfactory resolution, and the company has refused to honor the verbally agreed-upon promotional rate.

      I believe this constitutes deceptive business practice and a potential violation of verbal contract or consumer protection standards. I am requesting that Spectrum:

      Honor the originally offered $41.25/month promotional rate, or

      Issue a full refund of any overcharges incurred due to the unauthorized pricing change.

      I am also requesting that Spectrum provide a written summary of the reviewed May 14 call, if they choose not to release the recording itself.

      Thank you for assisting with this matter. I look forward to a fair resolution.

      Sincerely,
      ****** ***

      Business Response

      Date: 06/26/2025

      **** *** ****

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

      ***  ** *** ******** ***


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

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

      Charter records indicate on June 23, 2025, a
      representative spoke with *** *** regarding the matter. The cause of the issue
      has been identified and addressed. An adjustment had been provided and proper
      billing expectations have been set. Interactions have been reviewed in an
      effort to identify coaching and retraining opportunities.

      A
      Charter representative contacted *** *** on June 23, 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:06/20/2025

      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.
      The internet has gone out of service over the past 3 days off and on for hours at a time. Started Tuesday June 17 and continued thru June 18 and now all day June 19th beginning at around 2:30 this afternoon in ***. Spectrum is aware of the outage said it would be fixed by 5PM today and still as of 10PM there is still an outage. The internet does not work during these periods of time and is very disruptive. Spectrum continues to raise rates and the service is getting worse and worse by the day. This past month has been a nightmare. I have been a long time customer of spectrum but I’m not sure I will stay as a customer - too unpredictable and disruptive to necessary services.

      Business Response

      Date: 06/27/2025

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

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

      ***  ** *** ******** ********


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

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

      Charter records reflect that *** ********
      spoke with a Charter representative. Ms. ******** was informed that the issue
      was identified and corrected, and a billing adjustment was applied to the
      account. Ms. ******** has cancelled her service with Charter.

      A Charter
      representative contacted Ms.
      ******** 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:06/20/2025

      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 advised that I should only pay $40 a month for internet and $60 for two lines. Spectrum wants to charge me $70 a month for internet. I have spoken to a supervisor two different times without the problem getting resolved.

      Business Response

      Date: 06/27/2025

      **** *** ****

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

      ***  ** *** ******** *****


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

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

      Charter records reflect that a Charter
      representative reviewed the current billing and determined that *** ***** is on
      the best rate available for her service. Charter records reflect that a billing
      adjustment was previously applied to correct the bill after she received
      misinformation on the promotion.

      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

    • Initial Complaint

      Date:06/20/2025

      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 called on May 14 to cancel my Spectrum WiFi service at *** * ***** **** *** ******* **. The account was paid in full on May 8 for the service period of April 23–May 22, totaling $74.99. Service at that address was disconnected and not used after May 17.

      On the same day, May 14, I arranged for new service to begin on June 1 at *** ********* *** *** ******* **. I was quoted a new monthly rate of $65.00, which was confirmed via email.

      However, my current bill—due June 21—is for $206.64 and includes charges from both addresses:
      • $64.99 for service at 610 W Grand from May 23–June 22, despite the cancellation request and disconnection on May 17.
      • $130.00 for service at 902 Menomonie from May 14–July 13, even though I did not receive WiFi equipment until June 2 and explicitly requested that service begin on June 1.

      I have spent hours speaking with customer service. While one representative acknowledged the errors, the corrections are repeatedly reversed. Attempts to cancel the service have also been blocked by retention services.

      At this point, I am being double charged and billed for service i did not receive or use.

      I am willing to pay $38.99, which reflects the 18 days of actual WiFi use (June 2–June 19). Any additional charges beyond that would be considered fraudulent billing.

      I’ve talked to so many different people and have treated extremely rudely including one rep telling me to be quiet.

      Additionally they have refused to cancel my account despite me telling them to.

      Business Response

      Date: 07/02/2025

      **** ** ****

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

      ***  ** *** ******** *********

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

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

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

      A Charter
      representative attempted to contact Ms. ********* on June 20, 21, 22, and 23,
      2025, using the contact telephone number and e-mail address that Charter has on
      file.  Charter was unsuccessful in these
      contact attempts to reach Ms. *********. 
      On June 23, 2025, 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:06/20/2025

      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.
      On December 12, 2024: i called to cancel services due to moving; assured and convinced that I can “pause” the service (internet) and resume when I move by paying $5 monthly and avoid fees of setting a new account up later
      Paid $5 until April 12, 2025 for them then to cancel services on May 5 the day after I closed/purchased my new home. The next day calling to turn service back on, I find account canceled day before and can not proceed with that account.
      I am retired, low income and was apart the “affordable connectivity program” so I can’t apply again due it being closed applications no longer accepts new apps. This program provided me with affordable internet that I was promised to resume service with when I moved.
      So April 12 being the last month I paid $5 on the “hold (paused) account” then next charge for May was skipped because they canceled the account.
      Open a new account at new address, charged $70 in activation fees, paid account up of that + new, regular priced internet service ($45) once equipment was received a few days later via mail. This payment was done on a different card entirely. This new account is set up to be paid by a new card that was never set up with spectrum/charter.
      June 12, 2025: charged $59 on the card that I paid for services on with the previous card. The card I paid on at the old address paid the $5 Dec-April and June 12, $59 charge for what? I could no longer log in to the old account. They canceled and I received an error message the day I tried to “resume services” as they promised.
      I don’t know why I was charged $59. I have contacted, called, been on hold and emailed whom ever I thought might help with this matter to no prevail. No one can help nor find this charge existing.

      Business Response

      Date: 06/27/2025

      **** *** ****

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

      ***  ** *** ******** *******


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

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

      Charter records reflect a Charter
      representative spoke with Ms. ******* regarding a price increase on her monthly
      bill. Ms. ******* was informed of a company-wide rate increase and her
      promotional pricing ended. The price increase notice was provided on the
      monthly statements starting in January 2025. A billing adjustment has been
      applied to her mother’s account for the past two billing cycles and *** *******
      is aware of the monthly charge for putting the account on Seasonal Hold.

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



      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:06/20/2025

      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 June 19, 2025, I spoke with a Spectrum Supervisor representative named Kat (the call was recorded). She falsely stated I was behind on my bill, which I verified was not true through my account. When I questioned this, she tried to end the call without correcting herself. Only after I confronted her did she briefly acknowledge the error.

      The rep was dismissive, unhelpful, and used a tone that reflected subtle microaggressions, making the interaction uncomfortable and unprofessional. When I asked for her employee ID, a phone number for escalation, or a mailing address, she refused to provide any of it and referred me to the Spectrum website, which had no helpful options.

      As a result of this experience, I decided to cancel my internet service with Spectrum, effective July 5, 2025. Additionally, I made a duplicate payment in error and am requesting a full refund back to my original payment method — not a credit, as the account will be closed.

      Business Response

      Date: 06/26/2025

      **** *** ****

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

      ***  ** *** ******** *****


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

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

      Charter records indicate on June 25, 2025, a
      representative spoke with *** ***** regarding the matter. The cause of the
      issue has been identified and addressed. The payment in question has since been
      refunded and proper expectations have been set. 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

      Customer Answer

      Date: 06/26/2025



      Complaint: ********



      I am rejecting this response because:

      Thank you for the follow-up.
      While I appreciate the resolution of the billing issue, I remain disappointed with how Charter addressed the conduct of the representative “Kat.”
      Claiming she “misspoke” and that her behavior was unintentional downplays the reality of the call. She provided false billing information, tried to end the conversation without correction, used a dismissive tone, and refused to provide escalation support — which left me without a clear path to resolve the issue.


      Charter stated it is policy not to provide contact information, yet also acknowledged the representative could have escalated the call. That contradiction only reinforces my frustration. The representative chose not to escalate, despite being asked multiple times. That decision—and the attitude with which it was delivered—was the real issue.


      Your response mirrored her dismissiveness, offering vague mentions of “coaching” instead of accountability. It's disappointing that Charter is willing to lose customers over an employee’s poor attitude rather than meaningfully address the situation.
      I remain simply disappointed.



      Sincerely,



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

      Customer Answer

      Date: 07/02/2025

      At this point, I’m choosing to close this complaint—not because I’m satisfied, but because I’m exhausted by Spectrum’s handling of the matter. I was contacted by a representative from the escalation team, and when I asked whether they had read my previous rebuttal, I was told no—they only “follow up” without reviewing the customer’s actual concerns.

      This confirms what I already suspected: Spectrum is not interested in genuinely resolving issues, only in checking boxes. The original complaint was about being misinformed and treated dismissively by a representative. The follow-up mirrored that same behavior—dismissive, unaccountable, and scripted.

      I’m disappointed, but I’m done. It’s clear Spectrum is willing to lose customers rather than hold employees accountable or take meaningful steps to improve their service experience.


      Respectfully closing this out.

      – ******* ** *****


      Business Response

      Date: 07/03/2025

      **** ** ****

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

      ***  ** *** ******** *****

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

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

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

      A Charter
      representative attempted to contact *** ***** on June 27, 2025, June 28,2025,
      June 30, 2025, July 1, 2025, July 2, 2025, and July 3, 2025, 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 3,
      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

    • Initial Complaint

      Date:06/20/2025

      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.
      Here's a concise summary of your recent interaction with Spectrum:

      On June 14, 2025, Spectrum stated I owe $279.76. I attempted to pay my monthly amount of $93.33 in-store. Spectrum will not accept cash payments on a mobile bill, I wasn't aware of this.
      Joel, a Spectrum representative (on 06/14 call), transferred me to their mobile cancellation department. I then spoke with Brett, who submitted a dispute escalation ticket, promising a response within 24 to 48 hours. Therefore I did not proceed with cancellation. To date, 06/20/2025 I have not heard back from Spectrum. My bill is due on 06/21/2025.

      The billing dispute concerns a $186.43 charge for 6 GB of data usage in ****, Indonesia. Joel claimed my phone connected to a cell tower while boarding a ship. I did not go on a cruise, I did board Singapore Airlines out of San Francisco. He refused to issue a credit, stating he could not help since I did not claim fraud, despite my explanation that I did not use the phone in ****, only carried it in my bag. Joel suggested that if the phone wasn't in airplane mode, it could have incurred roaming fees.

      As of June 18, 2025, Spectrum has not resolved the issue. When I followed up via chat, an agent named Jay offered a $50 credit, which I declined because Jay could not confirm if this would be considered a full resolution, preventing me from pursuing the remaining balance.
      This issue stems from a poor customer service experience with Spectrum's call center.

      Specifically, Joel, a (Leader) representative, was rude and combative. When I informed him I had no other option but to file a BBB complaint, he perceived it as a threat, even though I was simply seeking guidance on Spectrum's dispute process. Joel then blind-transferred/dropped me, on Brett seemingly willing to lose me as a customer, which is disheartening.

      Perhaps I should start daily documentation of TV and internet connectivity problems.

      Business Response

      Date: 06/26/2025

      **** *** ****

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

      ***  ** *** ******** ********


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

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

      Charter records reflect that a Charter
      representative explained the Mobile billing policy and the roaming charges on
      the account. The representative also offered the Global Day Pass for
      international travel and applied a billing adjustment.

      A Charter
      representative contacted *** *******l on June 20, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to *** *******l for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

      Customer Answer

      Date: 06/26/2025



      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. Spectrum credited back fees less the $10 Global Day Pass . Therefore I owed $60.00 versus the $189.00. Jasmine from Spectrum’s leadership team was phenomenal. I appreciate the time she took to hear me out.




      Sincerely,



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

    • Initial Complaint

      Date:06/19/2025

      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.
      From: Spectrum Business
      Sent: Thursday, June 19, 2025 12:37 PM
      To: ***** **** **
      Subject: {EXTERNAL MAIL] URGENT ACTION REQUIRED: SCHEDULE NEW EQUIPMENT

      I have a complaint that should be fairly easy to fix. I am a business customer with over 52 accounts with you, so my problem is I received an email letting me know that my equipment is out of date and will need to be replaced In the Dear part, you have Dear Valued Customer. Ok, which customer account are you referring to? You don't have a business name or the last 4 of an account number. I have wasted about 2 hrs of my time and your employees' time trying to track this down, and we have not gotten anywhere. The sad part of this is I will have to wait till you turn off the modem to find out which location this is talking about, and this will cause a loss of business for that day. Please send this up the chain to get this fixed so things run smoother.

      I did reach out on Facebook as well to see if someone could help me.

      My only Resolution is just to have Spectrum make a change to the Dear so and so part so that people know who is supposed to be addressed to.

      Business Response

      Date: 06/25/2025

      **** *** ****

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

      ***  ** *** ******** *******


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

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

      Charter records reflect a Charter
      representative contacted *** ******* to address the lack of identifying
      information in Charter's alert email. The representative confirmed that the
      equipment on the account in question was compatible following a previous swap on
      April 7, 2025. Charter’s communication program is being reviewed for process
      improvements.

      A
      Charter representative contacted *** ******* on June 19, 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:06/19/2025

      Type:Order 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.
      On 6/18/25 I called Spectrum's Customer Service three times to cancel my service with them. Each time the Customer Service Rep refused to cancel my service unless I answered several questions about Spectrum. I don't want to answer any questions. I just want my service discontinued. I am not and I will not pay Spectrum one penny more. As of this moment Spectrum HAS NOT cancel my TV Streaming service. Also, I am in a wheelchair and I do not own a vehicle or drive. I cannot return Spectrum's equipment to one of their stores. Nor can I take their equipment to the post office or *****. They will have to come to my apartment and I am more than willing to give them their equipment. I don't want it. And since I see a Spectrum Service Van in my apartment's parking lot every week their service technician and knock on my door and I'll hand him the equipment.

      Business Response

      Date: 06/26/2025

      **** *** ****

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

      ***  ** *** ******** *******


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

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

      Charter records reflect a Charter
      representative spoke with Mr. ******* about his multiple attempts to disconnect
      his account and return equipment. The representative informed Mr. ******* that
      the agent interactions would be reviewed, and any knowledge gaps addressed.
      Charter has placed the disconnection for Mr. *******’s service and provided a
      backdate to the disconnect order for an automatic removal of the service
      charges from June 18, 2025, billing cycle leaving a $0 balance due. A Charter
      technician picked up the equipment on June 23, 2025.

      A
      Charter representative contacted Mr. ******* on June 22, 2025, 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: 06/26/2025



      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,



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

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