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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

    • 14,853 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/19/2025

      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.
      Upon transferring services after a move, Spectrum drilled into my neighbor's house for the installation, causing them to complain to my rental management company that nearly got me kicked out of my then-home. I was sent to the upper management in the escalation team who had the audacity to ask ME why THEIR TEAM would make that decision on a job. To add insult to injury, I was sent to collections without any attempt to contact me for a service bill I never received, that I was already told would not be charged to my account because I wasn't using the service.

      And still to this day I get calls and people coming to my door asking why I don't choose spectrum as my internet provider as if I haven't had to hash this out at nauseum over the 3 years I have not used their service.

      Business Response

      Date: 07/01/2025

      **** ** ****

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

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


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

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

      Charter’s records reflect *** ***************’ contact information has been
      removed from Charter’s marketing list. This type of request can take up to
      sixty (60) days to fully take effect. *** ***************
      did not wish to address other property concerns with Spectrum. *** ***************’ account is paid in full and
      no longer is in collections.

      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: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.
      We cancelled our TV service and turned in our equipment as instructed. Spectrum re-added the TV package to my account without permission and billed me for 10 months. I have this on auto-pay and didn't notice the additional charges until months later. Now they refuse to credit my account or refund me for the overcharged amount I paid.

      I feel scammed and taken advantage of. We called in today to get this resolved and were lied to multiple times about them not having records of us turning in our equipement when the first representative on the phone confirmed the date and receipt of us cancelling and turning in the equipment.

      I need this amount to be credited to my account or refunded as this was not an authorized service or transaction on my behalf.

      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 that a Spectrum
      representative contacted *** ****** to acknowledge the billing issue with
      Spectrum. The representative informed *** ****** of the billing credit process
      of crediting the service for the last 60 days. *** ****** is aware of the
      downgrade of the Cable service. A billing adjustment has been applied to the
      account.

      A Charter
      representative contacted *** ****** on June 20, 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: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.
      Called Spectrum 6/18 since my promotional rate was expiring and wanted to discuss options. Spoke to Lovey who quoted two different plans. One was $160 plus tax of $7 (and change) and another which was $140 including tax. Verified a couple of times that the $140 included tax so I went with that plan. Later that day I received an email showing the $140 plus tax of $6.29. Called today (6/19) and spoke to Robin who apologized and offered a one time credit of the tax ($6.29). I said I should be credited the $6.29x12 for the year. She said that could not be done.

      I think Spectrum should honor the quoted price.

      Business Response

      Date: 06/20/2025

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter records indicate a Charter
      representative spoke with *** ****** regarding a billing concern. The
      representative explained the new promotion and pricing that *** ****** agreed
      to and for the length of the promotion.

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



      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:06/19/2025

      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.
      When I signed up with Spectrum, I was told the TV service would cost me $8. Turns out it was actually $60—and I didn’t find that out until months later. That’s deceptive. The moment I realized it, I canceled immediately—just one day into the new billing period. And yet, I was denied a refund. I never used the service, never watched a second of it, and had no clue what I was even being charged for. I’m demanding a full refund of the $60 you charged me for something I didn’t want, didn’t use, and was misled about from the start. Make this right.

      Business Response

      Date: 06/23/2025

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter records indicate on June 20, 2025, a
      representative spoke with *** ****** regarding the matter. The representative
      found that although the correct total monthly rate had been provided, the
      details had not been clearly itemized during the interaction in question. The
      representative decided that in this case, an adjustment is to be provided. This
      has since been completed 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 20, 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: 06/24/2025



      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:06/19/2025

      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.
      In April 2025, I purchased an **** from Spectrum. I was told by the salesman that it comes with service. They do not sell a wifi only ****. However, I can call Spectrum to cancel the service after the purchase.
      I called spectrum only to learn that I cannot cancel the service. In fact, my only option was to continue to make monthly payments. Or I can pay the remaining balance. I explained what I was told at the store. After arguing my point to the cs agent, they FINALLY tell me that I can suspend the service. Which I did. This was after 15 minutes trying to argue my case.
      I contacted spectrum mobile through their app to continue the suspension of service. I was then told that I can only do the 90 day suspension once every 12 months. Again, being told my only option was to continue monthly payments. Or pay the remaining balance. This is a wonderful scam they are running at Spectrum. Misleading the customer right from the start.
      Why would I carry around an **** to use data when I am already paying for their cell phone service? Which allows me thy convenience of holding it in one hand. As well as having data to use for apps, the internet, etc. I explained before purchasing that I just wanted to use the **** at home with wifi to watch apps like ******* and *******. I was assured I could CANCEL the service. When I went to the store to explain to the salesman who I purchased the **** thru that I could not cancel. I could only suspend the service, the salesman wasn't privy to this. Not only that. I was not told until today, 18 June 2025, that I could only suspend once every 12 months.
      Now I am left to pay for an **** WITH data that I never wanted to pay for in the first place.
      I want spectrum to CANCEL the service and allow me to pay monthly for the **** ONLY. They are misleading the customers. They are also not conveying their purchase philosophy to their stores.

      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 reviewed the device return and suspension policy with ***
      ******. The representative determined that no billing adjustments are due, and
      *** ****** agreed to maintain the current service and the device payment plan.

      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:06/19/2025

      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.
      Spoke to Tinicia via helpline on 5/13/25 to downgrade services. Tinicia stated that I should wait until around 6/6/25 because I was paid up until then. I called to downgrade services 6/9/25 and was offered a $93 package. My bill is still $233 and spoke to Tabitha via helpline on 6/18/25 and was told that $233 was due because they don't prorate. This was never explained or even suggested as a policy. I have no issue paying for the three days between 6/6/25-6/9/25 at $7.76 per day for a total of $23.28, however paying a full 30 days for services not provided is unacceptable. I am seeking to have $116 credited to my account, the total cost of services provided.

      Business Response

      Date: 06/25/2025

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter representative has reviewed *** ******
      account and based on the findings, his concerns have been addressed and a
      billing adjustment was applied to the account.

      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

      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,



      ***** ******

    • Initial Complaint

      Date:06/19/2025

      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 changed phone service from *** to Spectrum. On May 21, my phone was hijacked, put in SOS mode, and my bank information stolen. I have file a police report and reported for fraud reports. The bank will not reimburse my 390.00 because they said I authorized the charges when I did not have access to my phone because it was disabled. The fraud department today at Spectrum communicated it was an employee and he was fired. In the meantime, I am left with no money, and I want my money back ASAP.

      Business Response

      Date: 06/24/2025

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter records reflect that a Charter
      representative spoke with *** ****** regarding their concerns with a
      reimbursement request. The representative explained to *** ****** that on May
      20, 2025, the caller was able to authenticate the call and provided Ms.
      ******’s information when requesting to swap devices. Charter has found no
      evidence that the caller was a former or current employee. *** ****** has been
      advised that due to the transactions not being done with Spectrum, a refund
      would not be provided.

      A
      Charter representative contacted *** ****** on June 20, 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: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.
      November 2022, an account was opened with Spectrum for internet. The account number ends in ****. I was forced to provide the social which violates federal law.
      November 20, 2022, and Dec. 1, 2022, Spectrum opened two mobile phone accounts that were never authorized. *********, and ********* when I NEVER had phone service.
      In 2024, the payments kept rising and that was never part of the contract. Jan and Feb. 2024 was $39.99. March to May was $41.99. June was $56.99, July was $80.84, August to November was $71.99, and Decmber was $86.99 which is ridiculous!
      January 2025, the Bill was $86.99, due on the 8th, paid the 13th.
      February 8, 2025 was paid on the 28th of February, the same day Spectrum committed an unlawful act to cover up the fraud. The same day Spectrum received payment for the account ****, the account number was unlawfully changed to ****, making it look like a new account.
      The same day I paid $89.99 for account ****, (February 28, 2025) Spectrum was stating I owed $89.99 for account ****, and I have a billing statement dated 2-22-25, stating I owed $188.93 for account ****, an account that wasn't even opened until 2-28-25, and it's due by March 11, 2025, when I just paid $89.99.
      By March 22, 2025, I received another bill, now stating I owe $203.16 and service was disconnected.
      I paid $89.99 for February 2025, when the bill should have been $86.99, and I have a bill dated February 22, 2025, stating I owe $188.93 when the account wasn't opened until 2-28-2025.
      February's bill was paid and the March bill should have only been $86.99, however the statement states I owe $203.16 which is fraud.
      On 4-4-25, I was forced to make a payment because Spectrum was threatening me. I had to pay $98.94 to keep service. Spectrum still states I owe $104.22 for April which is false and untrue. This is fraud and deceptive business practices.
      May 2025, Spectrum states I owe $200.00 when the bill should be $86.99. Billing error 12 CFR 1026.13, but won't comply.

      Customer Answer

      Date: 06/19/2025

      I am adding dditional information because I ran out of room in original complaint. The bill dated 2-2-25, in the amount of $188.93, is regarding account ending in ****. The original account, **** became **** on 2-28-25, per documentation, so how is this possible? I made payments in January and February for account ****. My account was unlawfully changed to **** on 2-28-25, so my first bill should have been in March for $89.99 because Spectrum continues to raise the price when no changes have been made. The bill dated 3-22-25, and relating to account **** is $203.16. How is this possible when the account was just activated on 2-28-25, it hasn't been 30 days, and I'm being charged $89.99 a month? My service was unlawfully disconnected, I had a payment due date of 4-8-25, but I was forced to make a payment of $98.94 on 4-4-25  to reinstate service, overcharging me $11.95, and stating I still owe $104.22. This entire billing nightmare stated back in February when Spectrum double billed me as the documents will show. Payment for account **** was due 2-8-25. I was late and it was paid on 2-28-25, therefore bringing to a zero balance. On 2-28-25, account number unlawfully changed to ****, and Spectrum states I owe them another $89.99 for an account I didn't authorize or have for 30 days which is a normal billing cycle. The first bill for account **** should have been in March, and the amount should have been $89.99, an amount I do not agree with, however, Spectrum states I owe $203.16. Due to this billing error, Spectrum unlawfully disconnected my internet service for a second time two weeks ago which has been detrimental because I can't complete my work, and their actions are a violation of 12 CFR 1026.13.

      I also want to know why there was a $15.00 increase to the account in August, another $15.00 increase in December and January, and a $3.00 increase in February which is technically an $18.00 increase since August when no changes were made. I also want to know why Spectrum is dishonoring my billing error ******** ** ** *** *******, and why they haven't provided me with the documents I requested pursuant to **** *** ** *** ******** debt validation.

      Thank you for your time regarding this  urgent and time sensitive matter.

      Business Response

      Date: 06/25/2025

      **** *** ****

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

      ***  ** *** ******** ******

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

      This letter is in response to your
      correspondence regarding the complaint submitted by *** ******** Hughes
      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 19, June 20,
      June 21, and June 22, 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 June 23, 2025, Charter mailed *** ****** a
      letter with Charter’s direct contact information. It is Charter’s
      recommendation that *** ****** contact Charter directly to expedite a
      resolution.

      Regards,
      Corporate
      Escalations
      Charter
      Communications

    • 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.
      I tried in a device earlier this year, the device was received and verified in late March. See attached email. However, the trade-in credit of $1113 was never refunded to my account. Called multiple times, was only told to wait. Nothing happened at all. A ticket was opened in late May # ********, escalated multiple times, , yet still no solution. All i want was the trade- in to be refunded back to me.
      thank you

      Business Response

      Date: 06/25/2025

      **** *** ****

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

      ***  ** *** ******** ****


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

      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 was able to confirm that a full refund has been applied to his
      account. *** **** can reach out to Charter directly if he has any additional
      concerns.

      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:06/18/2025

      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 signed up for spectrum mobile phone. I was told that spectrum would buy out my contract from *******. Once I got connected, I was told that there were a lot of other things that I had to do that were past a deadline I had not been told about. I had a device with ******* that was not paid off. Now I have a bill for almost $1000.

      Business Response

      Date: 06/23/2025

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

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

      ***  ** *** ******** ********


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

      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 Spectrum’s Phone Balance Buyout program.
      *** ******** understands the eligibility requirements.

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

      Regards,
      Corporate Escalations
      Charter
      Communications

    Charter Spectrum is NOT a BBB Accredited Business.

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