Business Profile

Cable TVs

Charter Spectrum

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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

14,691 total complaints in the last 3 years.
4,792 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.

Initial Complaint
Date:01/30/2023
Type:Service or Repair 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.
Spectrum had come to install wifi at my office. While doing so they drilled a hole through the other side of the wall and into my counter top. They came out and assessed the situated and took pictures. I have attached their response to my estimate from the repair guy.
Business Response
Date: 02/10/2023
******** *** ****

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

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

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

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

Charter records reflect a Charter representative
spoke with Ms. ******* regarding this matter. The representative updated the
mailing address associated with the Customer’s damage claim and confirmed compensation had been issued.

A Charter representative contacted
Ms. ******* on February 2, 2023 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:01/30/2023
Type:Billing 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.
In March of 2022, we moved from ***** ***** ***** **** **** **** ****** ** to another home. I called Spectrum to cancel my services. They advised me that i would still be billed that month and they instructed me to return the equipment. Spectrum does not send confirmation emails about disconnect. So you need to trust they did what they said and did complete the disconnection. In March, I returned the equipment and Spectrum store per the guidance from the person who submitted the termination. April was my last billing statement and email. In january, 2023, i received an email that “my statement was ready”. Alarmed, I went to look and Spectrum continued to withdraw from my bank account for from May-December 2022 even though I had no service nor did i live there. When i called in Jan 2023 they said they cant do anything but disconnect me going forward. This is over $1500 they stole from me because their agent did not process the disconnect back in March. In the pictures attached, you can see no equipment associated with my account. You need equipment to get internet and cable. You can also see from my bank they continued to charge me altho I made the call and had no equipment. The customer service person i spoke to today confirmed the return of the equipment but couldnt explain why the disconnect didnt happen!
Business Response
Date: 02/08/2023
******** ** ****

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

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

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

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

Charter records reflect on February 2, 2023, a representative
contacted Ms. ******* to acknowledge and discuss her concerns. The account was
reviewed. A billing adjustment was made, and the resulting credit balance has
been refunded.

A Charter
representative contacted Ms.
******* on February 6, 2023
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:01/30/2023
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.
I have got my Internet disconnected by no reason and when I called customer service to see what was the problem to why I don’t have any Internet they told me that somebody in the company had made a mistake and probably had put the wrong address so they had to kick me out for my Internet service and somebody else has it to where I have no Internet and somebody who supposedly lived where I am living, has Internet connection with a different router or equipment. I contact customer service. that I lived here and I have been using Spectrum for 2 to 3 years now and I have no problem. I think that they should have given me a call and ask if I had move and someone had replace where I was renting but no I just got cancel of my plan and they told me to return my equipment back.
Business Response
Date: 02/20/2023
******** *** ****

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

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

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

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

Charter’s records indicate a Charter
representative spoke with Ms. ********* on February 1, 2023, and provided
instructions to restore the service. Charter has been unable to follow up with
Ms. ********* and is unable to address the account concerns without speaking with
her for additional information.

A
Charter representative attempted to contact Ms. ********* on February 2, 5, 6,
13, 17, 2023 using the contact telephone number and e-mail address that Charter
has on file. On February 13, 2023, 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:01/30/2023
Type:Billing 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.
I received a promotion from Spectrum for an internet promotion of $39.99 per month. I called on 1/23/23 and was told the promotion expired 2 days ago, but they would still honor that promotional price for me. I agreed to the price of $39.99 per month and Spectrum shipped me equipment for the home internet. I received the wrong equipment so called Spectrum to inquire about this. Spectrum informed me my monthly bill is actually $70.00 per month. I told the Spectrum representative about my conversation on 1/23/23 where I sent an email to the supervisor who approved the discount. I asked Spectrum to listen to the recorded calls from 1/23/23. Spectrum refused to resolve the issue by granting me the price that was originally promised.
Business Response
Date: 02/07/2023
******** ** ****

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

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

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

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

Charter records indicate on February 5, 2023,
a representative spoke with Mr. **** regarding the matter. The cause of the
issue has been identified and addressed. The monthly rate has been adjusted
accordingly. An adjustment has been placed on the account. Interactions have
been reviewed in an effort to identify coaching and retraining opportunities.

A
Charter representative contacted Mr. **** on February 5, 2023 and discussed the
above information. The representative provided Charter’s direct contact
information to Mr. **** for future reference.

Regards,
Corporate
Escalations
Charter
Communications
Initial Complaint
Date:01/30/2023
Type:Billing 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.
HORRIBLE customer service on product exchange based on their error.
January 5, 2023. I called to purchase a new phone for my existing mobile service. Once I agree to purchase a new ****** ** *** with an additional free line, The sales rep transfers me to billing. While at Billing she kindly confirms my order, you ordered an **** **** No I did not, item corrected, you ordered 3 lines? No, I did not, item corrected. You ordered a streaming package? No I did not!! Item corrected. January 10, fedEx attempts to deliver, January 11, I received an ****** ** *ight away I recognize it is NOT the ****** ** ***. I drive into a spectrum store and they cannot help me. I need to call the online service. I call spectrum from the parking lot and advice I have received the wrong phone I have not opened the box only the FedEx box. Rep explains they will send me a return label but they are behind two weeks. I acknowledge. Fast forward I have called back on many occasions and no one can deliver the return label. I’ve been told it won’t help to speak with a manager, I wanted on a call to speak with a manager and was told it would take an hour. I have called again and again. It is January 28, 2023 I DO NOT HAVE my new phone, I cannot cancel my order because I will need to pay for the phone they sent out to me (NOT disclosed during purchase). I am being charged for the phone that is in the box. Rep has told me it will be mid FEB before I receive a call about the return label, I am at the 14 day grace period even though I called right away and alerted them of the incorrect item on Jan. 11, 2023, and I will be charged a $50 restocking fee. Either overnight my new ****** ** *** or allow me to return this new in box ****** ** without penalty and allow me to keep my original mobile service.

I am being held hostage by Spectrum.
Business Response
Date: 02/09/2023
******** ** ****

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

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

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

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

Charter’s records reflect the TV services
have been removed from Ms. ******’ account and she has received the correct
mobile phone. An adjustment has been
applied to the account.

A Charter
representative contacted Ms. ****** on February 9, 2023 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:01/30/2023
Type:Billing 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.
The company signed me up for affordable connectivity program, I was not billed for the first month, I moved to a new location, they told me I could transfer it no problem. I began receiving bills when I moved to a new house I was never told that I had to reapply and now they are trying to bill me for 2 months.
Business Response
Date: 02/06/2023
******** ** ****

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

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

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

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

Charter records indicate on January 31, 2023,
a representative spoke with Mr. ***** regarding the matter. The cause of the
issue has been identified and addressed. The representative decided that in
this case, an adjustment is to be placed on the account. 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 Mr. ***** on January 31, 2023 and discussed
the above information. The representative provided Charter’s direct contact
information to Mr. ***** for future reference.

Regards,
Corporate
Escalations
Charter
Communications
Initial Complaint
Date:01/30/2023
Type:Billing 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.
I've had spectrum cable for more than 11 years at two different homes in two different counties and every year since 2018 my bill has increased by more than $25 . I've called repeatedly to ask for my service to be changed
letting spectrum know I can't afford to pay $175 per month for cable and internet. I finally reached out to APC government services to get a discount for my internet only to now be told that if I change my cable to the 15 channel select that not only would my cable be higher but my internet will also be hire. Even after letting Spectrum know I'm now retired on fixed income and they're risking losing my business all together; they refuse to assist me in finding a solution to lower my bill. Something is not kosher with spectrum and I want their practices investigated. I've already informed APC of the unfair practices and asked that they Investigate them to ascertain if they're gouging other's as well.
Business Response
Date: 02/08/2023
******** ** ****

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

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

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

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

Charter
records reflect on February 1, 2023, Charter leadership reviewed the bill,
explained the increase and attempted to ask questions to see about additional
cost savings. Ms. ******** requested to speak with another Charter representative;
however, the additional contact attempts were unsuccessful. It is Charter’s recommendation that Ms.
******** contacts Charter directly to expedite a resolution.

A Charter
representative contacted Ms. ******** on February 1, 2023 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:01/30/2023
Type:Billing Issues
Status:
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.
Called Spectrum today to complain about slow internet speeds. Was told that I was under to old *********** plan and that my internet was indeed slow. Transferred to billing who informs that I should have received a notice in July updating me to Spectrum's minimum internet speed. I did not. Representative informed that I could be updated to the 300Mbps download/10Mbps upload and that it would cost $127.18/mo. vs the $167.79/mo. I am currently paying. I approved this. I received a estimated new charges e-mail that stated my charge would be $212.45/mo. Called Spectrum. Bottom line, the first auto was wrong and there was nothing they could do about it. The new charges would be $212.45.
Business Response
Date: 02/08/2023
******** ** ****

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

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

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

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

Charter records indicate on February 5, 2023, a representative spoke with Mr.
******** advising that his account was disconnected as requested and backdated
to the requested disconnected date. Mr. ******** is aware that the account now
reflects a zero balance.

A Charter
representative contacted Mr. ******** on February 5,
2023 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: 02/09/2023

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:01/30/2023
Type:Billing 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.
upon switching to Spectrum from ****, they gave me a temporary line until my original phone number was ported back from ****. Spectrum not only forgot to remove the temporary line once my original number was retrieved form **** from my bill, but added another unneeded and not asked for phone line to my account and bill. Therefore charging me for the past 2 years for 2 phone lines that I didn't ask for, didn't want, and didn't understand the billing enough to realize what I was being charged for. I have direct payments and paperless billing set up. The emailed statements come with no detailed information, and I feel cheated for not having realized this till now. Overcharged $70 a month for 2 years for something that wasn't agreed on and clearly stated what I was buying from them in the beginning of the service contract with representatives at Spectrum.
A 60 day dispute credit isn't enough for the amount of money I paid for services I didn't agree with or ask for.
It shouldn't be my businesses loss for someone not doing their job(s) correctly.
Business Response
Date: 02/14/2023
******** *** ****

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

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

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

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

Charter records indicate on February 14, 2023,
a representative spoke with Mr. ******** regarding the matter. After reviewing
the matter, the representative found that requested changes were already made
and the account was backdated in accordance with policy. For this reason, no
further adjustments are warranted.

A
Charter representative contacted Mr. ******** on February 14, 2023 and
discussed the above information. The representative provided Charter’s direct
contact information to Mr. ******** for future reference.

Regards,
Corporate
Escalations
Charter
Communications
Initial Complaint
Date:01/30/2023
Type:Order 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.
I have attempted to contact this business to get my service canceled on multiple occasions. They have refused to do so. In result this is costing my the potential of hundreds of dollars.
Business Response
Date: 02/06/2023
******** ** ****

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

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

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

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

Charter
records indicate that the customer’s Spectrum account has been downgraded, as
was requested. The customer has been advised of Spectrum’s Monthly Subscription
Service billing policy. An adjustment has been issued, which offsets a portion
of the previously assessed charges.

A
Charter representative contacted Mr. ****** on February 2, 2023, to discuss the
above information. The representative provided Charter’s direct contact
information to Mr. ****** for reference.

Regards,
Corporate
Escalations
Charter Communications

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Charter Spectrum is NOT a BBB Accredited Business.