ComplaintsforCharter Spectrum

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Initial Complaint
08/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/5/2024 I was put into a promotional price for cable internet of $44.99. It is not supposed to expire until 6/5/2025. They are now billing me $57.99 stating that that promotion no longer exists for this area and do not know who signed me up for that amount. I am on disability and have limited income so they told me if I increased my speed from 300mb to 500mg I would receive this price for a year. My internet buffers three times more with their upgrade. Spectrum has a monopoly on cable internet in this area so there is no one else to choose from for service. I want the price I was promised when I upgraded.
Customer response
08/21/2024
Hello, The complaint has been resolved to my satisfaction with the company and you can close this complaint number. Thank you for your assistance in this matter. ***** ****
Initial Complaint
08/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I dropped the internet service Spectrum was providing , they are charging me $99.00 for the change of service . They did not mention this with my 25 minute conversation with them earlier today , received email notification of the charge .
Business response
08/20/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******

Dear Dispute Resolution:

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

Charter records reflect that a billing adjustment has been applied to correct the bill. The sales order has been reviewed in effort to identify retraining opportunities.

A Charter representative communicated with Mr. ****** through email on August 19, 2024, and discussed the above information. The representative provided Charter’s direct contact information to Mr. ****** for future reference.

Regards,
Corporate Escalations
Charter Communications
Business response
08/20/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******

Dear Dispute Resolution:

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

Charter records reflect that a billing adjustment has been applied to correct the bill. The sales order has been reviewed in effort to identify retraining opportunities.

A Charter representative communicated with Mr. ****** through email on August 19, 2024, and discussed the above information. The representative provided Charter’s direct contact information to Mr. ****** for future reference.

Regards,
Corporate Escalations
Charter Communications
Business response
08/20/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******

Dear Dispute Resolution:

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

Charter records reflect that a billing adjustment has been applied to correct the bill. The sales order has been reviewed in effort to identify retraining opportunities.

A Charter representative communicated with Mr. ****** through email on August 19, 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
08/20/2024

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,

**** ******
Customer response
08/20/2024

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,

**** ******
Customer response
08/20/2024

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
08/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Spectrum customer service on Friday August 9th to discuss a rate change. My plan had increased twice over the last couple months so I was seeking an explanation as well as asking about any solutions or specials they may have since I’m a student. The first rep I spoke to was nice and after I explained the issue said my promotional price had ended. I never received anything that an increase would be taking place so I asked to be transferred to retention. They transferred me and after explaining my situation again was told they could give me a rate for $58 and if I enrolled in auto pay it would take off an extra $5. I agreed and was put on hold to finalize the transaction. Then I was transferred to another rep who asked what I needed. I explained my situation again and they said they could only do $58 a month if I decreased to 300 MB. I explained that’s not what the other rep told me. However I agreed and they put me on hold to process the order. Once again they transferred me to someone completely new who I explained everything once again and they said I needed to pay the $74 rate and would have to be put on hold again. At this point I had been on phone for over an hour and 20 minutes and asked for a supervisor. They said the supervisor was out for the day and refused to transfer me to another supervisor, but said they would have someone contact me the next day. I never received a call. But they processed an increase and updated my account to the $74 rate some time after I got off the phone which I never agreed to. No one has contacted me since.
Business response
08/20/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records reflect that the agent interaction has been reviewed to identify retraining opportunities and her concerns have been addressed and an adjustment applied to her account.

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

Regards,
Corporate Escalations
Charter Communications
Business response
08/20/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records reflect that the agent interaction has been reviewed to identify retraining opportunities and her concerns have been addressed and an adjustment applied to her account.

A Charter representative contacted *** ***** on August 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
08/22/2024

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,

******* *****
Customer response
08/22/2024

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
08/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was told I would be paying 71.99 for a gig of internet. Now the customer service is saying the initial salesperson made a mistake. My bill is over 100. I would like the amount o was told I want my service of the 71.99 for the gig I was told before upgraded my service please
Business response
08/22/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by *** ******* ****** involving a billing concern.

Charter records indicate a Charter representative spoke with *** ****** regarding a billing concern. After further review and research of *** ******'s account, the representative was able to explain *** ******'s pricing. An adjustment has been made to honor the pricing quoted at the time of the upgrade to *** ******'s Internet service.

A Charter representative contacted *** ****** on August 19, 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
08/22/2024

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
08/13/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello the phone number *** * *** * **** ******************* that a mistake don’t cancel the internet plan just leave it if my mom stop paying for it today monday august 12 this year 2024 it was a mistake she did a mistake she want the internet back then one day just cut out the internet when? a lot of days past she stop paying for the internet like that i get a chance a lot more days me using the internet and also the password *********
Business response
08/19/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by **** *****, an unauthorized user, involving a change of service concern.

Charter records reflect a Charter representative spoke with the account holder who requested that Charter disregard the complaint as she requires internet service. The account holder explained that she did not submit any requests to disconnect her service and Mr. ***** was not authorized to file this concern or request any changes on her behalf.

A Charter representative contacted the account holder on August 15, 2024, and discussed the above information. The representative provided Charter’s direct contact information to the account holder for future reference.

Regards,
Corporate Escalations
Charter Communications

Customer response
08/19/2024
I think i did this by a accident it was because my mom was about to cut out the internet then i decide to contact you guys to let you know it a mistake what? she doing her mindset cut out the internet for a reason that day long time ago.
Customer response
08/19/2024
This can be closed i’m thinking that idea.
Initial Complaint
08/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for Spectrum internet services in October of 2021 when I moved to a new city. I called in 2023 because my bill had gone up $20 per month, and they said they do not provide any discounts to existing customers, but I was told by the customer service rep that this would be the final price, and my rate would not increase again. My rate has now increased twice since then. I am told it is due to some random fees, but this is extremely shady business practice as I was told I would not receive another increase, and that was a blatant lie. They have also now made multiple increases in one calendar year. I know these are only a few dollars per month, but they compound and add up over time. I tried to talk to customer service about this, and they shut me down. Is someone able to help me work with them to get my rate back to what it was when I was told that was the last increase?
Business response
08/16/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter's records reflect that a Charter representative spoke with Ms. ********* and explained how the recent changes affected her bill. Ms. *********’s requested changes have been applied to her account and the billing on her account has been adjusted to reflect these changes.

A Charter representative contacted Ms. ********* on August 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
Business response
08/16/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter's records reflect that a Charter representative spoke with Ms. ********* and explained how the recent changes affected her bill. Ms. *********’s requested changes have been applied to her account and the billing on her account has been adjusted to reflect these changes.

A Charter representative contacted Ms. ********* on August 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
08/19/2024

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,

****** *********
Customer response
08/19/2024

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
08/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I would like to state I've never filed a complaint. I've done everything I can to resolve this through Spectrum customer support but I'm still owed money from Spectrum for products I never received. August 2023 I purchased a new phone, only hours later I realized ordered the wrong phone. I immediately called Spectrum and ordered the correct phone. The customer service lady told me she couldn't cancel the 1st order, so when the phones arrive I would need to accept the phone I wanted to keep, and reject the one I didn't want to keep from the ***** delivery. That is what I did, I kept the ****** *** & rejected the ****** *** ***. I knew my bill would be higher in the future because I would be making payments on a new phone. I also assumed the rejected phone would make it back to the warehouse and returned properly so I wouldn't be paying on a phone I never received. During this time my father passed away (he was only 59 & it was sudden). The last thing on my mind was my spectrum bill and I assumed the phone I rejected from ***** was returned to the warehouse because that is what the Spectrum customer service lady told me would happen. Fast forward to July 2024 when I wanted to upgrade a different phone and realized I had been paying on the phone that I never received in addition to the phone I did receive. I called spectrum and they could only offer me two months of refunds (monthly service & the phone payment). In total I had paid $593.78 (for the line and phone payment) on a phone I never activated or received. Spectrum only offered me $106.36 refund, leaving me with $487.42 left un-refunded. They told me to file a claim with ***** saying I could at least get my money back for the rest of the phone payments since ***** lost the phone. I filed a claim and ***** rejected the claim saying Spectrum had actually received the phone in their warehouse. In conclusion, I shouldn't have to pay for a phone or monthly service I never used/received.
Business response
08/22/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

After an investigation, it was confirmed that the returned mobile phone has been received. As a result, a refund has been processed. The representative applied an adjustment on *** *******’s account. *** ******* confirmed satisfaction and considers this matter resolved.

A Charter representative contacted *** ******* on August 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
08/22/2024

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
08/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
8/12/2024 I called Spectrum to cancel our internet. It was the very beginning of a new billing cycle. Spectrum said I was going to have to pay for a full month as they had already "generated a bill". The bill also was an increase of $12, which I was not made aware of. I do not feel that I should have to pay for a service I no longer have just because they "generated a bill." I did try to talk to them directly. They kept me on the phone forever trying to get me to change my mind, but they would not budge on the bill. I feel there should be more transparency in their cancellation policy as this was not the case when we have switched services in the past.
Business response
08/16/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records reflect that a Charter representative contacted Ms. ***** to acknowledge her billing issue with Spectrum. The representative informed Ms. ***** of the monthly subscription service policy and the complete billing details. A billing adjustment has been applied to the account. The balance on the account currently is zero.

A Charter representative contacted Ms. ***** on August 14, 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
08/19/2024

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
08/12/2024
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.
Increased the bill and keep increasing it and causing issues
Business response
08/15/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ********* ****** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by ***** ****** involving a billing concern.

Charter’s records reflect a Charter representative provided Mr. ****** with a pricing explanation for his account. Mr. ******’s account has been repackaged appropriately and future billing expectations were discussed.

A Charter representative contacted Mr. ****** on August 14, 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
08/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Trying to lower my internet bill which they raised it up drastically. I talked to a representative and had to fight with him in order to get it lowered. It is still to high just for the ONE service that I have which is the internet only. You keep posting about the $49.99 offer for new customers only but what I wanna know is where if the discount for the existing customers that you have???!! No wonder I keep seeing ppl posting on your ******** page on how greedy your company is.
Business response
08/20/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter representative has reviewed Ms. ********* account and based on the findings, her concerns have been addressed.

A Charter representative contacted Ms. ********* on August 19, 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
08/20/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter representative has reviewed Ms. ********* account and based on the findings, her concerns have been addressed.

A Charter representative contacted Ms. ********* on August 19, 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
08/20/2024

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,

****** *********
Customer response
08/20/2024

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,

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

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