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

14,711 total complaints in the last 3 years.
4,812 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:04/22/2024
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.
On September of 2023, my identity got stolen from an unknown individual when my computer was hacked. Upon all the passwords and usernames taken from me, my spectrum mobile account was one of them. The hacker was successfully able to port my phone number over to a new wireless provider and begin logging into anything and everything that required 2 factor authentication. When I made spectrum aware that this had happened, they did everything to help me get my number back. They even gave me a new number via e-sim which i could use on my phone that no longer had my original phone number on it. After using the new number for about 2 weeks, spectrums theft resolution department was successful in getting me my original number back and ALSO added that number to my phone.

At this point, I had BOTH phone numbers on this one single device. Both phone numbers were active and acted as a personal and business line which could both receive texts, calls and data to the phone. I had now setup 2 factor authentication to both phone numbers to prevent myself from running into the issue where if the hacker was to try and take my information again, I would have two means of attempting to get my stuff back easier.

Upon my wife and I divorcing, I attempted to move to ******* to separate our bills since my current address, after moving, doesn't have the ability to install spectrum internet. On 4/18/2024, Spectrum then decided to say that I wasn't allowed to have two phone numbers on a single device, and WITHOUT MY PERMISSION, deleted one of the two phone numbers. I questioned this decision, obviously, and their response is that it was against policy. If it's against policy, why was I able to do it in the first place, thanks to spectrum's assistance. I then asked if I was going to be able to use the now deleted number again, and they said no. They said it would go back "into the pool of available numbers after 30 days". I want my number back compensation of sorts.
Business Response
Date: 05/06/2024
*** ** ****

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

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

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

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

Currently, Charter is reviewing the concern and will be
in contact with Mr. ***** while working towards a resolution. This is not our final response, just
an update.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:04/22/2024
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.
Left ******* after 20 years for poor cell reception. Didn't know Spectrum mobil uses the ******* network. The salesperson left that out for obvious reasons. Have had the same poor cell coverage since leaving *******. Had to bundle and go auto payment. The cable service, email and mobil service are worthless. I get pixilation on the cable side on a regular, making it no better than satellite. During playback of a recorded program, the DVR will not allow fast forward of rewind, which is absurd. I get 50-70 phishing emails per day. They do nothing to stop the spoofing. I drop phone calls regularly at home, even when they are on the line trying to solve my email issues. They don't always call back as promised. The signal may still be gone when they do. My email keeps locking me out every week and they keep having me change my password. They say someone is trying to hack into my account so the system locks me out. I'm told they are actively working on the problems and it's a known issue. I get Call Failed, SOS only, No Service etc on a regular basis on my cell phone while at home. I even purchased a new phone as suggested and nothing has changed. They never solve their problems. They saturate the airwaves with commercials knowing their service is substandard. This one star rating out of 3,401 reviews should have the ******** ******* taking a look, or the *** or ***, or SOMEBODY.
Business Response
Date: 05/02/2024
*** ** ****

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

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

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

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

Charter records indicate on April 26, 2024, a
representative spoke with Mr. ***** regarding the matter. The causes of the
issues have been identified and discussed with Mr. *****. Proper expectations
have been set regarding mobile reception, and the receipt of spam emails.
Interactions have been reviewed in an effort to identify coaching and
retraining opportunities.

A
Charter representative contacted Mr. ***** on April 26, 2024 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:04/22/2024
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 have been on the phone multiple times with different agents to speak with a supervisor and nobody seems to be able to help me. My cell plan thru spectrum was cancelled but proven to be left connected with one cent on the bill. This prevented my new cell phone carrier to be unable to activate my SIM card and has cost me hundreds of dollars in trying to resolve the issue. After further investigation by my current wireless carrier, they were able to determine spectrum did not disconnect my phone service correctly (or at all). I am going to continue to pursue this matter until I receive some type of compensation. Add that to the fact that they kept charging me for television I had already cancelled IN PERSON and I am very upset with the lack of care they show for their customers. I can't afford all of your employees "errors", so this needs to be fixed so that the harassing calls can end.
Customer Answer
Date: 04/22/2024
I would really appreciate it if someone could call me becasue this is to long to write out ********** please I don't know what to do anymore I know I am being straight lied to.
Business Response
Date: 05/07/2024
*** ** ****

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

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

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

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

Charter records reflect that a Charter
representative contacted Mr. ******** to acknowledge his billing issue with
Spectrum. The representative informed Mr. ******** that there is a zero balance
on his disconnected mobile account. Mr. ******** is aware that the issues with
is new mobile provider need to be addressed by the new mobile provider. There are
no billing adjustments warranted on this account.

A Charter
representative contacted Mr. ******** on May 1, 2024, 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: 05/14/2024
I asked for someone to call me I am not about to type all of this out ********** please call me this is the second time an no one wants to call me it’s a long story
Business Response
Date: 05/24/2024
*** *** ****

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

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

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

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

Charter
was unable to address Mr. ********’s concerns without speaking to him for additional
information.

A Charter representative attempted to
contact Mr. ******** on May 16, 17, 20, and 21, 2024, using the
contact telephone number and e-mail address that Charter has on file.
Charter was unsuccessful in these contact attempts to reach Mr. ********.
On May 22, 2024, Charter mailed Mr. ******** a letter with Charter’s direct
contact information. It is Charter’s recommendation that Mr. ********
contacts Charter directly to expedite a resolution.

Regards,
Corporate Escalations
Charter
Communications
Initial Complaint
Date:04/22/2024
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.
Made an appointment to have cable hooked up. Spectrum agent came out, and determined that they were unable to hook up service to our location. We then receive a bill for Internet Services, for $74.99, and One Time Charge of $99.00. We are NOT receiving any cable services from Spectrum, and they are refusing to close this account.
Business Response
Date: 05/06/2024
*** ** ****

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

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

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

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

Charter records indicate on April 26, 2024, a
representative spoke with Ms. **** regarding the matter. The representative
found that what Ms. **** had received was a price quote, not a bill for
service. Clarification has been provided and Ms. **** understands.

A
Charter representative contacted Ms. **** on April 26, 2024 and discussed the
above information. The representative provided Charter’s direct contact
information to Ms. **** for future reference.

Regards,
Corporate
Escalations
Charter
Communications
Business Response
Date: 05/06/2024
*** ** ****

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

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

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

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

Charter records indicate on April 26, 2024, a
representative spoke with Ms. **** regarding the matter. The representative
found that what Ms. **** had received was a price quote, not a bill for
service. Clarification has been provided and Ms. **** understands.

A
Charter representative contacted Ms. **** on April 26, 2024 and discussed the
above information. The representative provided Charter’s direct contact
information to Ms. **** for future reference.

Regards,
Corporate
Escalations
Charter
Communications
Business Response
Date: 05/06/2024
*** ** ****

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

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

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

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

Charter records indicate on April 26, 2024, a
representative spoke with Ms. **** regarding the matter. The representative
found that what Ms. **** had received was a price quote, not a bill for
service. Clarification has been provided and Ms. **** understands.

A
Charter representative contacted Ms. **** on April 26, 2024 and discussed the
above information. The representative provided Charter’s direct contact
information to Ms. **** for future reference.

Regards,
Corporate
Escalations
Charter
Communications
Business Response
Date: 05/06/2024
*** ** ****

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

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

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

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

Charter records indicate on April 26, 2024, a
representative spoke with Ms. **** regarding the matter. The representative
found that what Ms. **** had received was a price quote, not a bill for
service. Clarification has been provided and Ms. **** understands.

A
Charter representative contacted Ms. **** on April 26, 2024 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:04/22/2024
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.
Oct. 2023 I spoke to Spectrum’s Retention Dept. regarding a $400 promo on a new ******* phone, valued at $799.99. I agreed to all the terms, received a confirming email and mailed the phone on the label provided. The phone was determined inoperable (‘no power’) and the $28 credit dropped to zero. I accepted that and monthly payments were made. I called April 18, 2024 to find out my payoff amount and it turns out I was not eligible for the promotion due to no credit on my old phone. I have zero correspondence regarding that fact and am now being charged full price for the new phone. After speaking with multiple people at Spectrum on April 18 along with multiple departments on April 19, 2024 and merely getting an “I’m sorry” response , there is still no resolution as to why I wasn’t informed that I no longer had the promo on my account.
Business Response
Date: 05/08/2024
*** ** *****

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

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

**** ******* **********:

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

Charter records reflect that Ms. ****** spoke
with a Charter representative on April 27, 2024. The representative reviewed
Spectrum's trade-in program terms and conditions, including eligibility
criteria requirements with Ms. ****** and provided clarity as to why a trade-in
credit is not applicable for her mobile device.

A Charter
representative contacted Ms.
****** on April 27, 2024, and discussed the above information. The
representative provided Charter’s direct contact information to Ms. ****** for future reference.

Regards,
Corporate Escalations
Charter
Communications
Business Response
Date: 05/08/2024
*** ** *****

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

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

**** ******* **********:

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

Charter records reflect that Ms. ****** spoke
with a Charter representative on April 27, 2024. The representative reviewed
Spectrum's trade-in program terms and conditions, including eligibility
criteria requirements with Ms. ****** and provided clarity as to why a trade-in
credit is not applicable for her mobile device.

A Charter
representative contacted Ms.
****** on April 27, 2024, and discussed the above information. The
representative provided Charter’s direct contact information to Ms. ****** for future reference.

Regards,
Corporate Escalations
Charter
Communications
Business Response
Date: 05/08/2024
*** ** *****

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

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

**** ******* **********:

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

Charter records reflect that Ms. ****** spoke
with a Charter representative on April 27, 2024. The representative reviewed
Spectrum's trade-in program terms and conditions, including eligibility
criteria requirements with Ms. ****** and provided clarity as to why a trade-in
credit is not applicable for her mobile device.

A Charter
representative contacted Ms.
****** on April 27, 2024, and discussed the above information. The
representative provided Charter’s direct contact information to Ms. ****** for future reference.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 05/10/2024

Complaint: ********

I am rejecting this response because: I still feel Spectrum's lack of communication regarding the promo
not being valid is not what I consider good customer service. Apparently there
is no more loyalty programs at Spectrum. I will find another internet provider
who offers a better program for seniors on fixed incomes. Please consider this
matter closed.

Sincerely,

****** ******
Customer Answer
Date: 05/10/2024

Complaint: ********

I am rejecting this response because: I still feel Spectrum's lack of communication regarding the promo
not being valid is not what I consider good customer service. Apparently there
is no more loyalty programs at Spectrum. I will find another internet provider
who offers a better program for seniors on fixed incomes. Please consider this
matter closed.

Sincerely,

****** ******
Customer Answer
Date: 05/10/2024

Complaint: ********

I am rejecting this response because: I still feel Spectrum's lack of communication regarding the promo
not being valid is not what I consider good customer service. Apparently there
is no more loyalty programs at Spectrum. I will find another internet provider
who offers a better program for seniors on fixed incomes. Please consider this
matter closed.

Sincerely,

****** ******
Initial Complaint
Date:04/22/2024
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.
Call late August of 2023 to review price increase. Was told nothing could be done so I requested to cancel service. Called again to confirm, September 11, have email of confirmation of changes to my account. September 20, received email to "reconnect" services. Company saying only cancelation request was when I physically returned equipment on September 25, 2023. Company has no notes of any previous calls, even though emails were sent to confirm. Company "charged off" account on September 25, 2023 and sent me to collections. Original price hike was $35 was done with no notice and Company not willing to assist. Company continues, however, to market to my phone and email without consent and after opting out. Information is also on do not call registry. Supervisors continue to hang up. I just want the "final bill" credited to $0. I did not have service during that period and had already moved on to another provider.
Business Response
Date: 05/09/2024
*** ** ****

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

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

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

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

Charter was unable to address Mr. *********’s
concerns without speaking to him for additional information.

A Charter
representative attempted to contact Mr. ********* on April 25th, 29th and 30th of 2024, using the contact telephone number and e-mail
address that Charter has on file.
Charter was unsuccessful in these contact attempts to reach Mr.
*********. On May 1, 2024, Charter
mailed Mr. ********* a letter with Charter’s direct contact information. It is Charter’s recommendation that Mr.
********* contacts Charter directly to expedite a resolution.

Regards,
Corporate Escalations
Charter
Communications
Initial Complaint
Date:04/22/2024
Type:Product 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.
On Saturday, April 13th, I called Spectrum to upgrade our home internet service. I upgraded our service from 500mb speeds to 1000mb speeds. The customer service rep told me I could expect 1000mb wifi download speeds, processed the upgrade, and dispatched me new equipment.

6 days later, I have not experienced wireless speeds near 1000mb. The highest speed I have reached wirelessly has been 650mb. I had a lengthy support chat today, where the support rep said that the 650mb download speeds were in “acceptable” range. She also told me that I would experience the 1000mb speeds “if hardwired.” That was not the sales pitch to me on the sale, nor is that language evident on their website for their 1000mb service package.

Even after doing a hardwired test, it only reached speeds of 900mb, or 10% less than what was sold to me. The rep still seemed to think this was acceptable performance. (Mind you nearly all of my internet devices can’t be hardwired - I paid for upgraded wifi speed for a reason.)

I could not come to an agreement with the rep’s insistence that this is acceptable performance, and feel this is deceptive advertising practices. If there acceptable ranges, and unreasonable circumstances in order to receive the agreed upon performance, that language should be clearly stated by the sales rep, on the website, and on advertising collateral.
Business Response
Date: 05/01/2024
*** ** ****

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

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

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

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

Charter records indicate on April 26, 2024, a
representative spoke with Mr. ******** regarding the matter. The representative
set proper expectations regarding the speed and where this is disclosed. The
representative offered a new pricing package which Mr. ******** accepted.
Interactions have been reviewed in an effort to identify coaching and
retraining opportunities.

A
Charter representative contacted Mr. ******** on April 26, 2024 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: 05/01/2024

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:04/22/2024
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.
Being charged my device balance in full suddenly after almost a year of being on a consistent payment plan. Customer service says it's because one of the employees messed up when setting up the phone / contract but also says there's no way to fix it and that I will have to pay the device in full (over double the normal payment) or it'll be shut off.
Business Response
Date: 05/03/2024
*** ** ****

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

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

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

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

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

A
Charter representative attempted to contact Ms. ******* on April 26, April 27,
April 28, and April 29, 2024 using the contact telephone number and e-mail
address that Charter has on file. Charter was unsuccessful in these contact
attempts to reach Ms. *******. On May 2, 2024, Charter mailed Ms. ******* a
letter with Charter’s direct contact information. It is Charter’s
recommendation that Ms. ******* contact Charter directly to expedite a
resolution.

Regards,
Corporate
Escalations
Charter
Communications
Initial Complaint
Date:04/22/2024
Type:Sales and Advertising 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 January, I notified a salesman from this store to not bother me anymore. They knock on my door, even though I have a no trespassing sign. I contacted Spectrum and had them put me on a no-contact list... not to email, telephone, mail, or knock on my door. I blocked his phone number. Today, this one knocks on my door AGAIN and leaves his card. I feel harassed. I will buy a no soliciting sign, in addition to my no trespassing sign, soon. But, shouldn't they honor my wishes to leave me alone?
Business Response
Date: 05/01/2024
*** ** ****

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

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

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

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

Charter records reflect a Charter representative
spoke with Ms. ********* and provided information to her on how to submit the
request on the Spectrum website under the privacy settings.

A
Charter representative contacted Ms. ********* on April 25, 2024, 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:04/19/2024
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 returned my Spectrum equipment to the Spectrum store on ****** ****** in *** ***** on March 9th, 2024. I was given a receipt dated March 9th, 2024 and told my service was disconnected. Now Spectrum has not disconnected my service and is attempting to collect $189.00. I have been in contact customer service and was told "the girl at the store who accepted your equipment is a cell phone salesperson and you should not take her word." On a 25-30 minute phone call on Tuesday, 4/19/2024, on hold and off again, I was told "the balance would be credited with a simple date change (Ashley)" but I am still receiving harassing collection calls. Technically I owe for service from 3/9/2024 through 3/14/2024 when my last billing cycle ended even though I stopped using the service prior to 3/9/2024. They are exploiting my account to get paid for 3/15/2024 through current date. After wasting so much of my time, i want a full credit of the balance of the account and for them to stop all contact with me.
Business Response
Date: 05/03/2024
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****** ******** ******
***** ******* **********
** ****** ****
********* ** *****
****** ***** ********
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****** ***************
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******* ***********

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

Currently, Charter is reviewing the concern and will be
in contact with Ms. ********** while working towards a resolution. This is not our final response, just
an update.

Regards,
Corporate Escalations
Charter Communications
Business Response
Date: 05/06/2024
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****** ******** ******
***** ******* **********
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****** ***** ********
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*** ** *** ******** **********

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

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

Charter records reflect that Ms. **********
spoke with a Charter representative on April 25, 2024. The representative reviewed
the account and informed Ms. ********** that her service was cancelled, and an
adjustment was applied to zero out the final balance. Ms. ********** confirmed
satisfaction and considered this matter resolved.

A Charter
representative contacted Ms.
********** on April 25, 2024, and discussed the above information. The
representative provided Charter’s direct contact information to Ms. ********** for future reference.

Regards,
Corporate Escalations
Charter
Communications

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