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

14,676 total complaints in the last 3 years.
4,797 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:10/02/2023
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.
On February 15th 2023 I contacted Charter Spectrum to disconnect my service. I was told no problem and the associate was going to submit the ticket. My bill at the time was only $143.00. When I checked my account on March 8th my bill was over $200.00. I immediately called charter then I was passed from one agent to another a few times, when I finally reach a woman in the billing department she was very rude, laughing at me and worst of all cursed me out telling me I was lying,etc. Then swore at me. I immediately hung up. I thought this how charter treats a good customer over 20 years. I was very upset and stressed.
I waited 2 more weeks after that phone call on March 8th. Now my bill over $250.00 and my service was still on. Again I called got passed around like a football several times asking why my service again was still on when I should been disconnected by my request since February 15th, and I been giving excuse after excuse. Finally 2 days later I called the collections department at charter explain everything and I was told to turn my equipment in and then they will check on my account. I explained I would be gladly turn in the equipment in when my service is disconnected and my bill adjusted to $50.00 and a notice my service is disconnected. With a statement mailed to my home.
I waited with no response, no statement. Nothing. I recently received a collection notice from Sunrise stating I owe over $150.00. I'm totally sick over this. I'm stressed out and my credit score dropped.
This is unacceptable. I want charter to zero out that balance with a former letter of apology for their treatment and refusing to disconnected my service in February 15th 2023. Plus remove that collection from my credit report and take me off all their mailings. If this matter is not cleared up by my requests.
I will be talking to the news media, my attorney, etc. Charter needs to realize they can not this to their customers and make a greedy profits off of hard working people. Plus they need to better their service and especially properly train their workers.
Business Response
Date: 10/16/2023
******* *** ****

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

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

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

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


Currently, Charter is reviewing the concern and will be in
contact with Ms. ****** while working towards a resolution.

Regards,
Corporate Escalations
Charter COMMUNICATIONS

Business Response
Date: 10/17/2023
******* *** *****

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

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

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

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 October 11, 2023. The representative reviewed
the account and informed Ms. ****** that the charges in question were reversed
and adjusted. Ms. ****** was advised to pay off the remaining balance and return
the equipment in order for Spectrum to send her a collection letter indicating
that the debt was satisfied. The representative also opted out Ms. ****** from receiving
marketing materials, calls, and emails, but it could take up to 60 days for all
items to be discontinued. Ms. ****** understood and she is satisfied with the resolution


A Charter
representative contacted Ms.
****** on October 11, 2023, 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: 10/19/2023

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:10/02/2023
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.
I purchased Charter/Spectrum internet services approximately 4 years ago. I signed up for internet services only. Recently I became aware that Charter/Spectrum has been charging me for (2) services. Internet and Voice. I did not sign up for Voice. Internet Only. I have never had a land line phone at my residence to even use the Voice services. I have never used this Voice land line service. I contacted Charter/Spectrum about this error in their billing. I stated I never signed up for this service and have been billed $19.99 a month for the last 4 years without my knowledge. I thought my bill for $119.00 was for the faster internet service I signed up for. No, that's not the case. The $19.99 a month was charged to me for Voice services. So for 4 years, I have been paying $19.99 for Voice service that I never signed up for and never used. That's $959.00 I have paid Charter/Spectrum for this unauthorized charge that I never signed up for or have ever used.

I contacted the customer service department at Charter/Spectrum and canceled the Voice service. I then contacted the billing department at Charter/Spectrum and they informed me they couldn't reimburse me for these charges. They said there's nothing they can do.

I believe the Voice service was added without my permission by Charter/Spectrum to scam me out of my money. I believe this is illegal practices by Charter/Spectrum. This is not authorized by me. The ethical fairness is to be reimbursed for the $19.99 for the last 4 years, equaling $959.00.

I expect to have Charter/Spectrum make this right. It's not about the money. It's about what is ethically correct. Thank you.

******* ***** *** ****** ** ********** ** *****
###-###-####
*********************
Business Response
Date: 10/17/2023
******* *** ****

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

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

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

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

Charter representative has reviewed Mr.
*****'s' account and based on the findings, his concerns have been addressed
and an adjustment has been applied to his account.

A Charter
representative contacted Mr. ***** on
October 13, 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: 10/19/2023

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:10/02/2023
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.
Account number ****************.
Spectrum has been billing me for a couple years for television service that has been repeatedly declined. I have never wanted their television service, via cable or streaming. Despite several marketing phone calls trying to establish this service, and repeatedly declining all services other than internet, Spectrum added television services to the billing with auto-pay. This was a couple of years ago, and I haven't noticed the extra charges on auto-pay. The change wasn't noticed until recently after finding time to investigate a rate hike, that raised internet and television cost together until the whole bill was more noticeable. After talking to several specialists and billing representatives, the issue was unable to be resolved. Upon speaking to the final representative to finally have the service removed, the specialist commented on her surprise at the high rates I have been paying, even for the internet services that I currently had. I have tried to seek statement credits or refunds for the unused, unwanted, repeatedly declined services, with Spectrum's internal policy stipulating that they won't address anything older than 60 days, and no one will explain how the service was added, but one specialist said that it was added all the way back in November of 2022. The TV service most recently has been billing at $24.99/month, with the oldest statement available online showing $19.99/month. After the TV services were removed, the bill was $104.99/month for 400mbps service, but the representative lowered it further to $74.99/month for the same service, indicating that it has indeed been overcharged for months with gradual increases and the addition of unwanted, declined TV. There are numerous reports of this practice of adding the streaming TV service, which until now I didn't even know existed. I believed that since I didn't have a cable box, I didn't have TV service. I also don't have access to statements before September of 2023.
Business Response
Date: 10/16/2023
******* *** ****

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

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

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

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

Currently, Charter is reviewing the concern and will be in
contact with Mr. ***** while working towards a resolution.

Regards,
Corporate Escalations
Charter COMMUNICATIONS

Business Response
Date: 10/18/2023
******* *** ****

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

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

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

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

Charter records reflect that after an
investigation, the service has been removed and a billing adjustment has been
applied.

A Charter representative contacted Mr. ***** on October 11, 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: 10/26/2023
Hello. This was filed as being dissatisfied, but I am satisfied with the business' resolution. I logged in previously to note this. I wanted to make sure that this was noted as they were good reaching out to me after making the complaint.

All best,

***
Initial Complaint
Date:10/02/2023
Type:Customer Service 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 letter stating I ordered tv service. I was a former ******** *********** customer that was bought by Spectrum. I canceled service with ******** *********** well over a month ago. I didn’t order service with spectrum. I called to explain I am interested in internet service but not TV. I was transferred 4 times because they cannot verify me over the phone. I was told I have to go to a spectrum location which is 95 miles away. I am currently on the phone in queue with customer service being transferred for the 5th time. So far it’s been 45 minutes on hold (total time one hour 37 minutes) to cancel a work order I did not request. I was given two options drive 95 miles to a spectrum location or wait for a bill with a security code then dispute the charges. Now I am relying on the us postal service to get a bill from spectrum which makes me nervous because I get my neighbors mail all the time. Why would I want anything to do with this company?
Business Response
Date: 10/16/2023
******* *** ****

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

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

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

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

Currently, Charter is reviewing the concern and will be in
contact with Ms. ******* while working towards a resolution.

Regards,
Corporate Escalations
Charter Communications

Business Response
Date: 10/19/2023
******* *** ****

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

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

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

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 him
for additional information.

A
Charter representative attempted to contact Ms. ******* on October 11, 12, 13, and 16, 2023, 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 October 17, 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:10/02/2023
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 distinctly paid over 320 dollars to replace a past due bill with spectrum, and asked for ALL SERVICES to be discontinued, to lessen bill amounts and I was STILL charged 149,00 for services I asked to be discontinued. THEN they tried to claim the services "carried over" from the middle of the month, which was a LIE! I am tired of Spectrum using underhanded tactics in order to BULLY and SQUEEZE money out of me! I'm a CANCER PATIENT, and have told them on MANY occasions! They don't care, though. They're always trying to STEAL from me!
Business Response
Date: 10/16/2023
******* *** ****

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

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

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

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

Currently, Charter is reviewing the concern and will be in
contact with Mr. ***** while working towards a resolution.

Regards,
Corporate Escalations
Charter Communications

Business Response
Date: 10/18/2023
******* *** *****

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

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

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

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

Charter records reflect that Mr. ***** spoke
with a Charter representative on October 10, 2023. The representative reviewed
the account and informed Mr. ***** that the Cable service was removed from the
account and a billing adjustment was applied. Mr. ***** is aware that the
balance has been corrected and the account was only being billed for the Internet
service.

A Charter
representative contacted Mr.
***** on October 10, 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: 10/21/2023

Complaint: ********

I am rejecting this response because: For all the times I've complained about tbe MANY issues I've ever had with Spectrum, they've NEVER extended any type of resolution or compensatory promise to me, in an effort to retain my status as their customer. They've called me MANY TIMES A DAY, after I DISTINCTLY told them I was on CHEMOTHERAPY, and didn't wish to be disturbed by phone calls so early in the morning, and throughout the day. THEN they overcharge me ALL THE TIME, and try to ARGUE about it, when they know they've made a mistake. I'm sick of them calling me AFTER they find out I've called THE BBB, telling me not to reach out to The BBB again, if I have any issues! I will ALWAYS call the BBB, because that's the ONLY time they seem to respect me as a customer!

Sincerely,

***** *****
Business Response
Date: 11/06/2023
******** ** ****

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

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

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

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

Charter records reflect a Charter
representative reviewed the billing and previously applied adjustments. The
representative determined that no additional adjustments are due.

A Charter
representative contacted Mr. ***** on October 30,2023, 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:10/02/2023
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.
On 2023-07-10 (July 10th 2023) I called Spectrum to cancel my service as I was moving on the 25th. In August and September I received a bill for $99.99, but did not notice until the end of September when I got a notice for the upcoming October bill.

I called the business who acknowledged that they see my call on July 10th, but that the notes only said I called about my upload speeds but no action was taken on the account. Why would I call two weeks before I move just to complain about my upload speeds?

The upload speed comment likely comes from the fact that I was switching to **** and my new location due to their superior upload speeds.
Customer Answer
Date: 10/03/2023
Thanks for the response. The issue was resolved on Friday night after many hours on the phone with them and finally getting someone with the power to fix it. That was the reason I was holding off on submitting the BBB complaint until I gave it one last attempt for the night. (Since the first person was unhelpful besides confirming that they indeed had my July 10th call).
Customer Answer
Date: 10/03/2023
Thanks for the response. The issue was resolved on Friday night after many hours on the phone with them and finally getting someone with the power to fix it. That was the reason I was holding off on submitting the BBB complaint until I gave it one last attempt for the night. (Since the first person was unhelpful besides confirming that they indeed had my July 10th call).
Customer Answer
Date: 10/03/2023
Thanks for the response. The issue was resolved on Friday night after many hours on the phone with them and finally getting someone with the power to fix it. That was the reason I was holding off on submitting the BBB complaint until I gave it one last attempt for the night. (Since the first person was unhelpful besides confirming that they indeed had my July 10th call).
Initial Complaint
Date:10/02/2023
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.
Disconnected service on 2nd to last day of month and they want to charge me for another month. I have been customer for 3+ years always paying bill on time. I feel like they are punishing me for canceling
Business Response
Date: 10/13/2023
******* *** ****

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

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

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

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

Charter’s records reflect a Charter
representative spoke with Mr. ****** and discussed Spectrum’s Monthly
Subscription Service. An adjustment has been applied to the account.

A Charter
representative contacted Mr. ****** on October 10, 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:10/02/2023
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.
***This is a complaint against the company as a whole, not one individual. Spectrum and any entities part of spectrum as a whole.***Regarding promotion period less than 6 months through 12months promotion with price increase well above regular monthly rates and I also have broadband discount and price is way too much. Also I've been a customer with Spectrum for quite some time now, going on 5 years. Also 2-1/2 days without service after being notified by text service was restored, during a verified outage, then technician being 4 hours late from the latest time for the time frame. Treatment was unprofessional and rude. Follow up for further details. The other reason for my feedback is the last 2 months our monthly rate has increased by $20 plus, when I just started my promotion with 12months of phone service. Being charged over $100, and was $69 dollars. Regular rate per website without promotion is $79.99 being charged $104 before broadband discount is deducted. With the treatment from Spectrum and some, have set me to go a different route with ISP internet service provider. I just started this promotion less than 6 months ago. I am disabled and on a extremely tight and fix income, on welfare food stamps and can't feed myself for Entire Month and approved for broadband discount. still having hard time paying this ridiculous rate. including the service I was being charged for while there was a verified outage. comes to few dollars give or take but it's the principle and treatment of your paying customers which have been loyal for several years. I hope I don't have to change internet providers but if push comes to shove I may have to. thank you for your time and understanding and I apologize if this seem rude but all messages by typing come off wrong in a way. sincerely ******* ***** **********
Business Response
Date: 10/15/2023
******* *** *****

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

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

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

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

Currently,
Charter is reviewing the concern and will be in contact with Mr. ***** while
working towards a resolution.

Regards,
Corporate
Escalations
Charter
Communications
Business Response
Date: 10/18/2023
******* *** ****

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

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

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

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 October 11, October
12, October 13, October 14, October 15, and October 16, 2023 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 October 16, 2023,
Charter mailed Mr. ***** a letter with Charter’s direct contact information. It
is Charter’s recommendation that Mr. ***** contact Charter directly to expedite
a resolution.

Regards,
Corporate
Escalations
Charter
Communications
Initial Complaint
Date:10/02/2023
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.
I am now going on my THIRD week without reliable internet. We have had 4-5 techs come to the house. All of our equipment has been replaced by this point. We have been told MULTIPLE times it is a problem WITH THE LINE and we need a LINE TECH. No one seems to put this in their notes even though they say they will. I finally got someone on Thursday the 28th of September to do this correctly and received a text saying a line tech would resolve the issue in 8 hours. It is now Sunday Oct 1 and my internet is out AGAIN. I called in and the person I spoke with said no one has been out here yet. I work from home. I am a graduate student. And I am 7 months pregnant. I am going to get fired if I cannot work. I have had to take paid time off I saved for the birth of my first child. I am going to have to cancel my online class. I have had to find another public internet source to talk about my VERY PRIVATE female medical issues related to my pregnancy as I have tele-health appointments every 1-2 weeks. WHAT DO I NEED TO DO FOR YOU TO FIX MY INTERNET THAT I PAY FOR????
Business Response
Date: 10/15/2023
******* *** *****

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

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

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

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

Currently,
Charter is reviewing the concern and will be in contact with Ms. ****** while
working towards a resolution.

Regards,
Corporate
Escalations
Charter
Communications
Customer Answer
Date: 10/15/2023
Having “managers” call to tell me that they are getting a lot of BBB complaints and that it isn’t their fault is not fixing the internet. Saying that they hired a third party vendor that won’t give them updates and they can’t tell what that third party vendor is doing, is not fixing the internet. Calling me saying they see that Spectrum’s automated system canceled a line tech and that they don’t see any notes saying why I need a maintenance line tech isn’t fixing the internet. I do not want a manager to call me making excuses for FOUR WEEKS of intermittent service, I WANT THE SERVICE FIXED
Initial Complaint
Date:10/02/2023
Type:Delivery 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.
I received a package from Spectrum containing equipment that I didn't ask for. I do not have their service nor want to. I contacted their customer service and didn't get an answer concerning the equipment being shipped. I don't feel I should be responsible for returning equipment I didn't ask for. I am disabled and can't get a tech to get the equipment without having an account. All I want is a explanation and equipment picked up.
Business Response
Date: 10/13/2023
******* *** ****

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

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

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

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

Charter records indicate that on October 11,
2023, a representative spoke with Ms. ****** and confirmed that her account was
cancelled and the equipment has been returned.

The representative
provided Charter’s direct contact information to Ms. ****** for future reference.

Regards,
Corporate Escalations
Charter
Communications
Customer Answer
Date: 10/17/2023

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,

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

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Charter Spectrum is NOT a BBB Accredited Business.