Complaints

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• Initial Complaint

  Date:07/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on July 10th 2024 i received an email from spectrum mobile stating i owe 548.21$ for a phone we sent back because the sales associate sent the wrong phone when we ordered (a ******* galaxy s24 was sent instead of a ******* galaxy s 24 +) when we signed up for spectrum mobile in the beginning of june2024. when the ******* galaxy s 24 was sent to our home i immediately took it from its box and charged it so my fianc could use it upon connection of the device with ********************** mobile but never even turned it on or connected it (. I use apple products so i didn't see that it was the wrong phone at first .he placed it in his old case to protect it. my fianc called them back immediately to make spectrum aware of the mistake it was never used never activated and was not at all damaged or scratched.. they tried to charge us a restocking fee we were on the phone along time hashing this out.so he finally received the right phone a ******* galaxy s 24 +. the galaxy 24 stayed in its individual box inside of a shipping box on the dinning room table until we received the correct phone i took it to the fed ex inside of ******* in *********** ** July 1st 2024. i inspected it and all the same packing material that was used to ship it to us was in the same box with the shipping information. as i said we called today to find out why we have such an outrageous bill so the associate we talked to said she had sent us a picture of the alleged scratch in an email 3 times to both emails and can't send the email more than 3 times. to *********************** and ************************* only received another bill confirmation when she said she sent the emails but never any proof that we damaged anything. There were supposed to be 6 pictures of one problem. We checked spam folders and exited out of all opened apps and then attempted to retrieve the emails spectrum said they sent.so we have to pay for both phones now and we can only keep one. this is our first bill.

  Business Response

  Date: 07/11/2024

  This complaint is not for Spectrum Sales NC, Inc. (private fire & security company)

  It is for Spectrum Cable (old ******************** phone, cable, internet). We are confused with them all the time. The owner of Spectrum Sales NC, Inc. has actually sued Spectrum Cable for name infringement.

  Please forward this complaint to them and take it off of Spectrum Sales NC, Inc.