ComplaintsforCharter Spectrum

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Initial Complaint
11/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I spoke with Spectrum Charter Communications regarding cancelling my account in September. That I was changing providers. I was told that my account could not be cancelled until their equipment was received by the company. On October 4th our new service provider was installed. The new service provider spoke with Spectrum Charter Communications and imported our phone number from Spectrum to the new service provider. The Spectrum equipment was shipped on October 4th and received by Spectrum on October 7th according to the tracking number. Spectrum did not cancel our account. The billing cycle ended October 6th. They have proceeded to charge us for for services for the month of October and November. They did not cancel our services upon request. They stated that the account was discontinued on October 17th 10 days after receiving the equipment and 13 days after the phone number was imported to the new service. This company now wants to charge us the ten days when we should owe for one. This company continued to charge for services that they knew were cancelled, as we had not had the equipment for the past two months.
Customer response
11/18/2024
***** ****** **** ************************ ***** **** *** *** **** ** **** ** ******** ******** ********* *** ***********************

I would like to report that Spectrum has made the proper adjustments. We will have a zero balance as of Monday, November 18, 2024

Thank you.
Initial Complaint
11/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Spectrum to cancel internet service on October 11. They told me it had been cancelled but that because of the billing cycle I would get a Bill on Oct 22 and that I would have service through Nov 5. I returned the equipment next day and they received it Oct 13 (have confirmation email) On Nov 9, I get an email that I have a Bill for the next billing cycle, due Nov 22. I called them immediately, (call 1:57PM Nov 9) agent "Trinity" apologized, said she backdated the cancellation so I was not getting billed and said she cancelled and then gave me confirmation number, said that notification would come in 15-20 minutes. At 4pm, when I had still not received the cancellation notification by email so I called back and spoke to agent "Matthew" who said that Trinity left no notes except cancel as of today (Nov 9) which means that I still owed the Bill for the next cycle (Due Nov 22 for $132) because it was not back dated. I paid because I want this nightmare to end and then asked to speak to a manager. He said "I don't know how long that will take", kept me on the line for a long time to wear me down and never transferred to manager. Said, look you are cancelled so what else is there. I again asked to confirm by email, he said not possible, maybe tomorrow. Then I said I want a refund for the $132 because I tried to cancel on Oct 11 and because Trinity earlier today said she back dated. He said he can't do that because there are no notes at all from Oct 11 (I'm sure calls are recorded) and that Trinity did not put that in notes. I asked if he thought I just called to chat on Oct 11 and just returned the equipment without reason on Oct 13 and he did not care. Would not read me the notes, never put me through to a manager. I cannot see online if I am disconnected. He said to go to a store and they can show me. It was a nightmare! Last agent was downright hostile, saying "you called me". I still don't know if I am disconnected.
Business response
11/17/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter records reflect a Charter representative confirmed Ms. ******* ’s account had been disconnected as requested. A refund has been processed against the account and expectations were set according to Charter’s refund process.

A Charter representative contacted Ms. ******* on November 15, 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 response
11/18/2024

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
11/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In October 2024, I spoke with John in retention to renew promotional pricing. It was agreed that the price wouldn't increase and that the price wouldn't increase for one year. As of today, November 10, 2024, not only has the price increased to $74.99, but Spectrum claims speed has increased at no cost. Not only is Spectrum false advertising, but the speed is horribly slow, the customer service is horrible (rude Representatives that don't help), and the price increases dramatically without notice or reasoning. Spectrum lies to their customers, cheats their customers that are already having a difficult time surviving, and doesn't care about their longtime customers. This company is scamming their customers and unfairly raising prices.
Business response
11/19/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Mr. ******* involving a billing concern.

Charter records indicate on November 16, 2024, a representative spoke with Mr. ******* regarding the matter. The cause of the issue has been identified and addressed. Changes have since been made to the account and proper billing expectations have been set. Interactions have been reviewed in an effort to identify coaching and retraining opportunities. Regarding the internet speed issue, Mr. ******* stated he is not experiencing any service issues.

A Charter representative contacted Mr. ******* on November 16, 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 response
11/19/2024

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
11/11/2024
Complaint Type:
Billing Issues
Status:
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.
I am contacting Charter Spectrum due to I recently just ported out my phone service to another provider and its just very frustrating that Spectrum doesn't have like a position of when you cancelled to come back and be reinstated. Nope you need to pay thousands of dollars to be eligible to come back due to the situation. I just want my device installments to be rectify if possible due to nobody knows or understand that Hurricane Milton made a big splash and service was ***** there for awhile. Thank you
Business response
11/19/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter’s records reflect a Charter representative spoke with *** ******* and discussed Spectrum’s Device Payment Plan policy. He is aware of the current balance for his Mobile account. No adjustments will be applied.

A Charter representative contacted *** ******* on November 16, 2024, and discussed the above information. The representative provided Charter’s direct contact information to *** ******* for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
11/19/2024

Complaint: ********

I am rejecting this response because: Spectrum truly has not truly done their due diligence for this case. They should have at least applied a credit for my time due to the hassle I've had but otherwise punish me for being a customer who was in a Hurricane

Sincerely,

****** *******
Initial Complaint
11/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Charter spectrum announced that any customers who service was affected by the hurricane would receive a credit on the account I never received the credit they promised to issue for the weeks that my internet was out and now are refusing to honor what they announced to the public what they would do
Business response
11/14/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter representative has reviewed *** ***** account and based on the findings, his concerns have been addressed and a billing adjustment was applied to the account.

A Charter representative contacted *** ***** on November 13, 2024, and discussed the above information. The representative provided Charter’s direct contact information to *** ***** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
11/14/2024

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
11/06/2024
Complaint Type:
Billing Issues
Status:
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.
I have been given the runaround for weeks now, I’ve had problems with my account with refunds, charges for returned equipment, rude representatives on the phone. I have spent several days on the phone to speak to several representatives who lied and promised a discount amount that was not true, the list goes on and on and on. I have called after I was lied to about a statement amount I received where they were dismissive and rude and informed me that the promotion was only good for one month instead of 24 months as I was informed by Donny one of the leads in the Retention Dept. I get passed between departments and at the end of the day the issue is never resolved and I’m at the end of my rope. I am reaching out to see if you could please assist me. Thank you.
Business response
11/12/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter representative has reviewed *** ********* account and based on the findings, his concerns have been addressed and a billing adjustment was applied to the account.

A Charter representative contacted *** ********* on October 28, 2024, and discussed the above information. The representative provided Charter’s direct contact information to *** ********* for future reference.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
11/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had my TV service discontinued by a Spectrum agent on or about Oct. 6, 2024. Despite this, I was billed of Nov. 6 for a full month's worth of TV service. Upon, inquiring with Spectrum, it turns out their agent DID NOT submit the cancellation. So the error is on their end. However, they still insist I pay for the service that should have been cancelled. I want this bill cancelled.
Business response
11/18/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter records indicate that a representative spoke with Mr. ******* regarding his account concern. After further review it was determined that an adjustment was warranted and the service he did not want has been removed.

A Charter representative contacted Mr. ******* on November 13, 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 response
11/19/2024

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
11/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was offered a different price (40) than I was billed (50) for an Internet+Mobile bundle. This was offered to me twice, once in person, and another time over the phone. They have the records.
Business response
11/19/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Mr. ****** ********** involving a billing concern.

Charter records reflect a Charter representative spoke with Mr. ********** regarding a quoted package price for Internet and Mobile services. Mr. ********** was informed the order was adjusted to honor the quoted price. Mr. ********** confirmed he was satisfied with the resolution of the matter.

A Charter representative contacted Mr. ********** on November 15, 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 response
11/20/2024

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
11/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to formally request that you cease and desist the harassing phone calls regarding the account of my late mother, ***** ******** (******). My mother passed away on August 8, 2023. She was enrolled in a free service based on her income level, and as such, she did not pay anything monthly nor owe any money for the services provided. In fact, they kept taking money from her and had to issue a refund for inadvertently taking money from her. Upon her passing, we promptly returned the equipment and informed Spectrum of her death, indicating that she would no longer be using the services. Despite this, I have been receiving calls almost every week attempting to collect money. I have spoken at length with various agents who assured me that the calls would stop, yet they have continued. As a loyal Spectrum customer for over 20 years, I am deeply frustrated and distressed by this ongoing harassment. I know that notes have been taken and the information is on record, but it seems that no one is taking the necessary steps to resolve this issue. I kindly request that you immediately stop all collection attempts and cease any further communication regarding this matter and an apology for the lack of resolution on behalf of your agents would be nice. Thank you for your prompt attention to this matter. ****** ***********
Business response
11/13/2024
******** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** *********** **** ******* ***********

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 November 9, 2024. After an investigation, Ms. *********** was advised that an adjustment was applied, which offsets any remaining charges. There is no balance due on the account and the account has been removed from any Collections activity.

A Charter representative contacted Ms. *********** on November 9, 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 response
11/14/2024

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. I still am not convinced they have resolved their internal processes to prevent this from happening to others but am ready to move forward.

Sincerely,

****** ***********
Initial Complaint
11/05/2024
Complaint Type:
Billing Issues
Status:
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.
Talked with Cust Service Rep 3 times Jun, 3 times Jul, 2 Aug, 3 Sept, 4 Oct & 2 Nov. 1st Responder, woeked 2020 - 2023 COVID **********. Representative did not inform me that I was eligible for a Program for 9 months until Sept & Rep did not enroll me of this. One Rep removed some charges & wiped slate clean. Made two payments anyway. Not home again for 4 mos, worked in ****** **, ******* **, & now currently *********** *** Being charged now for those three months. Recentlu today on 3 Nov, talked with Supervisor who told me nothing will be done! Would like to end services with Spectrum being I should not have A Bill!
Business response
11/12/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records indicate a representative spoke with *** ***** explaining that services are charged on a monthly basis and not per usage. *** ***** was made aware that the charges are valid and a credit adjustment is not warranted.

A Charter representative contacted *** ***** on November 5, 2024, and discussed the above information. The representative provided Charter’s direct contact information to *** ***** for future reference.

Regards,
Corporate Escalations
Charter Communications

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