Business Profile
Cable TVs
Charter SpectrumThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Charter Spectrum's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14,676 total complaints in the last 3 years.
- 4,793 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:07/29/2025
Type:Service or Repair IssuesStatus:ResolvedMore 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.
To Whom It May Concern,
I am submitting this complaint regarding the prolonged delay and lack of transparency in Spectrum’s construction of a new tap at my residence. I was originally told the work would be completed by July 27, 2025, but it has now been pushed to August 20, totaling 74 days of delay with no clear accountability.
Timeline of Events:
• On June 6, Spectrum informed me construction would begin and estimated completion was July 27, including time to obtain a permit from Alabama Power.
• On July 24, I followed up to confirm the date. A Spectrum representative assured me it would be completed by the 27th, even giving me his phone number. I have texts confirming this.
• On July 27, no work occurred. I contacted the same rep, but received no explanation.
• On July 28, I was told the work would be done that day, possibly in the evening. It never happened.
• On July 29, I was informed Spectrum was still waiting on a permit and that the new estimated completion is now August 20.
When I asked when the permit was submitted to Alabama Power, the rep said, “We’re not given that information. We only see the estimated completion date.” This suggests the permit was likely delayed or never submitted on time.
My Concerns:
• I’ve received conflicting timelines with no accountability.
• Spectrum hasn’t provided consistent or transparent updates.
• After 50+ days, they now claim they’re still waiting on a permit, which raises serious concerns.
• I work from home and cannot rely on hotspot data to do my job effectively.
What I’m Requesting:
1. A clear explanation of when the permit was submitted and its current status.
2. Expedited installation.
3. Compensation for the delay or a temporary solution like a hotspot.
4. Transparent, consistent communication moving forward.
Thank you for your attention to this matter. I hope it can be resolved quickly and fairly.
Sincerely,
******* ******
Date: July 29, 2025Customer Answer
Date: 07/30/2025
Charter has started construction finally. They are now doing it.Initial Complaint
Date:07/24/2025
Type:Billing IssuesStatus:ResolvedMore 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.
A door to door salesman came by offering better prices than our current internet provider. He claimed that the 30 day trial/ money back guarantee period would not start until the device was activated. We never activated it and ended up returning the equipment unused and received a bill of service for $88. We aquired the device on May, 03 and returned the device on June, 11. We called and stated our case. They claimed it was no problem and that they would take care of the bill. Instead, they credited $40 back and sent us a bill for $48. We called to dispute this charge having never activated or used the device and they said we have to pay the $48 or they will send it to collections.Business Response
Date: 07/30/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** *****
**** ******* ***********
This letter is in response to your correspondence regarding the complaint
submitted by *** ****** ***** involving a billing concern.
Charter records indicate a representative spoke with ***
***** on July 25,
2025, explaining that he was
provided inaccurate information regarding activation of the equipment. A
billing adjustment has been applied for his concern.
A Charter representative
contacted *** ***** on July 30, 2025, and discussed the above information. The representative
provided Charter’s direct contact information to *** ***** for future
reference.
Regards,
Corporate Escalations
Charter CommunicationsCustomer Answer
Date: 07/30/2025
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:07/22/2025
Type:Billing IssuesStatus:ResolvedMore 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.
June my payment increased $10. Then July increased another $25!!! I called and she was super rude (Pilar). She said yeah they told me it was locked in but since they cancelled the program it wasn’t anymore. No notification that program cancelled except small print on bill saying promo is ending. She said numerous times that so many people have had issues with this yet they refused to rectify it. I want a refund of the $25/month for the 2 months since I can’t cancel right away and have to pay again next month ?!? She even said they are making the font larger and in red because no one sees it. They have people going on autopay so they don’t look at their bills and then this happens (they give incentive for autopay). Yes some people look at bills monthly but I don’t. Even people that do don’t need small print that’s hiding on purpose. If a program was ending a mailer should have went out but didn’t. Again I was told I was locked in so why would I even look at my bill. If a program is no longer existing an email to mailer could have notified consumers, but nope, they wanted to collect as much money as possible before people started cancelling. Or make a note on their online account stating changes!!Business Response
Date: 07/26/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
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 Ms. ****** regarding a price increase on her bill. Ms.
****** was informed of her promotional price roll off, as well as the
government ended the Affordable Connectivity Program credit. A billing
adjustment has been applied to the account and services will be disconnected as
requested.
A Charter
representative contacted Ms. ****** on
July 25, 2025, and discussed the above information. The representative provided
Charter’s direct contact information to Ms. ****** for future reference.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer Answer
Date: 07/28/2025
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. I am hoping spectrum actually does fix their promotions to make it more noticeable when ending. In today’s modern technology there are so many ways to do so.
Sincerely,
******** ******Initial Complaint
Date:07/22/2025
Type:Product IssuesStatus:ResolvedMore 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.
I bought a cellphone from spectrum ******** **** 2024 when I received the phone it has a lot of problems with the phone it would revert back to default settings my screen saver goes to default. My apps on phone revert to small size. And some phone apps don't even open like they are supposed to.i got this phone like at the end may only had it for like 2 months should still be under a warranty either by spectrum or ********.but I called ******** and they gave me a run around. I was told by the guy online chat of spectrum that my phone i got is a faulty phone you can read it in the screen shots that uploaded.Business Response
Date: 07/28/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ********
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by *** ****** involving a
service concern.
Charter records indicate on July 22, 2025, a
representative spoke with *** ****** regarding the matter. The representative
found that since the device in question appears to have a defect, *** ******
should contact the manufacturer of the device for assistance. This is because
*** ****** does not have a protection plan on the device and that it has been
more than 14 days since purchase. Proper expectations have also been set
regarding Charter’s Anytime Upgrade plans.
A
Charter representative contacted *** ****** on July 22, 2025 and discussed the
above information. The representative provided Charter’s direct contact
information to *** ****** for future reference.
Regards,
Corporate
Escalations
Charter
CommunicationsCustomer Answer
Date: 07/28/2025
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:07/17/2025
Type:Billing IssuesStatus:ResolvedMore 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 Dec 13 2023, I spoke with Larry and he convince me that instead of having regular cable boxes to switch over **** boxes because each box it would cost $5 a month and after 12 months I would owe them. I called them July 14, 2025 and talk with a Christy from ********** ***** and she is a lead person. I informed her I shouldn't be charge the $5 for each box equaling up to $15.00 more a month that I shouldn't have had to pay. I paid a total amount of $105.00 that I shouldn't had to paid and I want my account credit for the $105.00. I have record to prove that I was overchargeBusiness Response
Date: 07/23/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** *****
**** ******* ***********
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 informed *** ***** of the terms and conditions of the Xumo
box purchasing policy. There will be no warranted billing adjustment applied to
the account.
A Charter
representative contacted *** ***** on July 19, 2025, and discussed the above
information. The representative provided Charter’s direct contact information
to *** ***** for future reference.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer Answer
Date: 07/23/2025
Complaint: ********
I am rejecting this response because: Spectrum representative who convinced me to switch boxes informed me that after 12 months, I would no longer be charged for the boxes. Spectrum does not want to take any responsibility that their agent did not inform me that I was responsible to call Spectrum after 12 months. This is how Spectrum manipulates their customers. I asked them to look at the order and they said they did not have it. What company its rid of their orders after just 1 1/2 years. I also asked them to listen to the recording between me and the Spectrum agent. They would not respond to me about that. Their moto is that they are committed to customer first. They need to practice what they preach, because my experience with them is that they are only concerned about their bottom line. I will be sending a letter to their CEO and explain my experience with his company. I am shocked that he would not reimburse me the $105 I rightly deserve. Good companies would want to make a customer happy because in the long run, they will recoup that $105 ten fold from customer satisfaction. If they look at my pay history, I never once was late on a payment and they could have made tons more money in the future from me. Now I am looking to cancel them and get a company I can trust.
Sincerely,
***** *****Business Response
Date: 07/26/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** *****
**** ******* ***********
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, her concerns have been addressed, and a
billing adjustment was applied to the account.
A Charter
representative contacted *** ***** on July 25, 2025, and discussed the above
information. The representative provided Charter’s direct contact information
to *** ***** for future reference.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer Answer
Date: 07/28/2025
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:07/17/2025
Type:Service or Repair IssuesStatus:ResolvedMore 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.
June 6th, I had Spectrum internet installed at my home. Right away I noticed issues with my internet connection. I contacted Spectrum who sent a technician out several days later. The technician claimed it was installed incorrectly. She spent 4 hours at my home on a Saturday, reinstalling the internet. She left a mess of wiring that is attached to my ceiling, to be specific an entire spool of wire. The internet was still not working correctly. I then thought it was as speed issue I paid to have the speed increased, still didn't work. I contacted them to schedule an appointment, which was approximately week away. Monday 7/14/25, my internet went out completely. I spent 4 hours back and forth on the phone with them. The customer service kept telling me they were escalating it and someone would call me, nobody called. I then called them back and they said they would call me back by 9pm. At 855pm they called me and said someone else would reach out to me in the am. I waited and no phone call, so I reached out to them who then told me they couldn't come out sooner than the 7/17/25, but that they would put me on a cancellation list. I told them I worked from home and have no service for which they said they couldn't help me. I then order new internet from **** who was out at my house less than 24 hours later to install. I called to cancel and they all of sudden could send someone to my house and discount my service. I declined all of that as I had new service. Further, I explained to them why would I keep a service that for a month has not been working properly. They went on to say they were sorry, but that they couldn't reimburse me as I was 9 days past the 30-day reimbursement. This was by far the worst service and company. I just want a refund, which isn't much as I had the service for 39 days.Business Response
Date: 07/24/2025
**** *** *****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by *** ******* ******
involving a billing and experience concern.
Charter records reflect that *** ****** spoke
with a Charter representative. The representative reviewed the interactions and
apologized. *** ****** was informed that her account was disconnected, and a
billing adjustment was applied which offsets previously assessed charges. As a
result, a refund has been processed.
A Charter
representative contacted ***
****** on July 18, 2025, and
discussed the above information. The representative provided Charter’s direct
contact information to ***
****** for future
reference.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer Answer
Date: 07/26/2025
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:07/17/2025
Type:Sales and Advertising IssuesStatus:ResolvedMore 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.
I am receiving solicitation mail for someone else at my home (*** ********* ******** *****, ******* ******** ** *****). Addressee: ******** *****. Each time I receive the solicitation mail, I return it to the address on the mailer and write a note “does not live here” or “never lived here.” If there is no address, I send it to “*** ********** ********** ********* *** *****” (which according to ****** is the corporate office’s address) with the same note. I have also written the company (same address) and requested that all solicitation stop for the addressee. I still continue to receive solicitation and I want it to stop. I have lived at my home in Boiling Springs, SC for twenty years and I am the original owner. I know who has and has not lived with me. I do not know this person. I did not give my authorization or permission to send solicitation mail to MY home whether it is to “******** *****” or someone else. And, since I own the property, it is MY authorization or permission that you need to obtain FIRST. To ignore my many requests is wrong, disrespectful, poor business practices on the part of the company. PLEASE NOTE: DO NOT USE THIS COMPLAINT TO START SENDING SOLICITATION MAIL TO ME INSTEAD WHETHER IT IS TO MY EMAIL, PHYSICAL ADDRESS, MAILING ADDRESS, OR PHONE NUMBER. I DO NOT CONSENT TO RECEIVING ANY MARKETING FROM CHARTER SPECTRUM COMMUNICATION.Business Response
Date: 07/17/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ************
**** ******* ***********
This letter
is in response to your correspondence regarding the complaint submitted by ***
***** * ************ involving a marketing concern.
Charter records indicate a representative contacted ***
************ advising that their information was added to Charters Do Not Mail
list. *** ************ was informed that she could still receive mailers up to sixty
days after her information has been entered into Charter’s data base.
A Charter representative contacted ***
************ on July 17, 2025, and discussed the above information. The
representative provided Charter’s direct contact information to ***
************ for future reference.
Regards,
Corporate
Escalations
Charter
CommunicationsCustomer Answer
Date: 07/17/2025
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 “AT THIS TIME.”It will take up to sixty days for the solicitation mail to stop. If it continues after this timeframe, I may need to re-open the complaint.
Sincerely,
***** * ************Initial Complaint
Date:07/17/2025
Type:Billing IssuesStatus: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.
My husband took our midem and router into spectrum because the price they are charging has increased by $20/month. He was told that if he canceled the account, which was in my name, and opened a new account in his name, we would have a better monthly deal. However, Spectrum is charging BOTH of us for the same month of service "because they don't prorate". This is theft. They are charging me for 1/2 month of service that I didn't recieve because I had returned their equipment and shut down my account. They are also charging my husband for service at the same address. This is called double dipping, and it should be illegal. No wonder everyone hates their internet provider. CORPORATE GREED.Business Response
Date: 07/22/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This letter is in response to your
correspondence regarding the complaint submitted by *** **** ******
involving a billing concern.
Charter records indicate on July 17, 2025, a
representative spoke with *** ****** regarding the matter. The cause of the
issue has been identified and addressed. An adjustment had already been
provided. Proper billing expectations have been set. Interactions have been reviewed
in an effort to identify coaching and retraining opportunities.
A
Charter representative contacted *** ****** on July 17, 2025 and discussed the
above information. The representative provided Charter’s direct contact
information to *** ****** for future reference.
Regards,
Corporate
Escalations
Charter
CommunicationsInitial Complaint
Date:07/17/2025
Type:Billing IssuesStatus: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.
Yesterday, I spoke with a Spectrum agent about setting up new service for my father-in-law, who is a new resident in a nursing home in *********** **. They quoted me $105/month for the service he wanted. I was able to ok that cost with him, but when I called Spectrum today, I was told that the price would be $110/month instead. Attempts to get Spectrum to honor the quote I was given yesterday failed. I am simply seeking to arrange service at the rate I was quoted less than 24 hours ago.Business Response
Date: 07/19/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ******
**** ******* ***********
This letter is in response to your correspondence regarding the
complaint submitted by *** ****** involving a billing concern.
Charter's records reflect that a Charter representative spoke with *** ******
and reviewed the billing on his account. *** ****** has been informed of the
adjustments made to his bill for his concern. *** ****** can reach out to
Charter directly with any additional concerns.
A Charter
representative contacted *** ****** on July 18, 2025, and discussed the above
information. The representative provided Charter’s direct contact information
to *** ****** for future reference.
Regards,
Corporate Escalations
Charter
CommunicationsInitial Complaint
Date:07/16/2025
Type:Billing IssuesStatus: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.
I would like to file a formal complaint against my internet service provider, Spectrum.
I reside in ******* ********** (ZIP code *****), where Spectrum is the only internet provider available in my area. Recently, I noticed that my monthly internet bill was higher than the previous month. When I contacted Spectrum to inquire about the increase, I was told there was a $15 per month charge added for “improved service.” I did not request this service, nor did I authorize this additional charge. Despite their attempts to convince me of the benefits, I insisted that the $15 charge be removed. They agreed, and I proceeded to pay the bill.
However, I later discovered an overdue charge of $15 on my account.
I called Spectrum again and was informed that although the $15 charge had been removed, I was still responsible for paying for the previous month’s service. I was also told that I needed to call back within 60 days to dispute any additional charges. Upon further inquiry, I learned that I had been paying this extra fee since January 2025. When I requested a full refund for all unauthorized charges, they denied it, claiming that I failed to contact them within the 60-day window.
I believe these are unfair and deceptive billing practices for the following reasons:
I do not recall receiving any prior notification from Spectrum about this change.
Even if a notice was sent, the 60-day clause was likely buried in a lengthy, legally worded document, making it easy to overlook.
I never requested or authorized this so-called “improved service” or the $15 monthly increase.
I am concerned that many other Spectrum customers may also be unknowingly paying this additional $15 without their explicit consent.
Please advise me if I am entitled to a full refund of the unauthorized charges.
Sincerely,
**** ****
********************Business Response
Date: 07/17/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ****
**** ******* ***********
This letter is in response to your correspondence regarding the
complaint submitted by *** **** involving a billing concern.
Charter's records reflect that a Charter representative spoke with *** ****
and reviewed the billing on his account. *** **** has been informed that the price
increase was due to a promotion expiring, and no adjustments are warranted at this time.
*** **** can reach out to Charter directly with any additional concerns.
A Charter
representative contacted *** **** on July 1, 2025, and discussed the above
information. The representative provided Charter’s direct contact information
to *** **** for future reference.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer Answer
Date: 07/17/2025
Complaint: 23609912
I am rejecting this response because:I have discussed my problem with Spectrum.
My point is, I have not authorised additional services.
Spectrums policy of not refunding the additional fees collected after 60 days is unfair.
The clause of not to refund the money after 60 days may have been hidden somewhere in their legal documents which I have not seen.
It is a one side action they have taken without my consent.
I have not signed their legal documents they are referring to increase my monthly bill by $15.
This is a clear case of collecting additional funds without customer authoring or accepting the changes. Further they are willing to remove this charge going forward, which means the customer has right to reject the changes.
Sincerely,
**** ****Customer Answer
Date: 07/19/2025
The response is not satisfactory. I have requested the promotional service. I have not authorised the additional billing. The company just hiding behind the statement it printed on the back of the bill. I wonder who reds back of the bill every time.
I was realy hoping BBB will take this matter seriously as several customers od Spectrum are paying the bill without knowing their rights. Please tale some action including going to public forum.
**** ****
Business Response
Date: 07/21/2025
**** *** ****
****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
**** ***** ********
****** ***************
**** ******************************
*** ** *** ******** ****
**** ******* ***********
This letter is in
response to your correspondence regarding the complaint submitted by ***
**** **** involving a billing concern.
Charter records
indicate on July 17, 2025, a representative spoke with *** **** regarding the
matter. Charter’s position on this matter remains unchanged. Charges for
services provided are itemized on monthly billing statements. Additionally, any
changes to the monthly rate not initiated by a customer are disclosed in advance
on monthly billing statements. In this case, charges for the service in
question had been displayed on monthly billing statements since the service was
added. For these reasons, no adjustments or other forms of compensation are
warranted in accordance with the terms and conditions of service.
A Charter
representative contacted *** **** on July 17, 2025 and discussed the above
information. The representative provided Charter’s direct contact information
to *** **** for future reference.
Regards,
Corporate Escalations
Charter
CommunicationsCustomer Answer
Date: 07/29/2025
Matter is not resolved. Spectrums responce is not satisfactory. As I stated they have changed my plan and have increased the monthly fee without my permission.
**** ****
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