Complaints

This profile includes complaints for Charter Spectrum's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Charter Spectrum

  400 Atlantic St Fl 10 Stamford, CT 06901-3512

• 

  Charter Spectrum

  12405 Powerscourt Dr Saint Louis, MO 63131-3673

• 

  Charter Spectrum

  801 Charter Commons St # 941 Twn And Cntry, MO 63017-0608

• 

  Charter Spectrum

  647 Clinic Rd Hannibal, MO 63401-3607

• 

  Charter Spectrum

  103 Market Place Dr N Wilkesboro, NC 28659-3152

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:08/25/2022

  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’m reaching out to you, in desperation, for some help. A long story made short is, that late last year I was dissatisfied with the service from Spectrum and canceled my account. In May of this year I received the attached notice from ******* ****** ********, regarding an outstanding debt from Spectrum/Charter Communications. I immediately called ******* ****** and left a message. The next day I received a return call from ******* and explained the situation and was told he would investigate and get back to me. I never heard back from anyone, so I assumed it was a billing mistake that was taken care of. Two weeks ago, I signed as co-signor for my daughter to purchase a home. To my surprise I was told that my 814 credit score was now in the 600’s due to a recent posting (earlier this month) from ******* ****** ******** for an outstanding debt in the amount of $164.39. Per advise from my loan officer I called ******* and paid the outstanding balance. I was told that I would receive a letter from them that would satisfy the credit bureaus. I’ve yet to receive anything in writing and when I called them I was told there is nothing they can do. I then called Spectrum/Charter to request help and again I was told there is nothing they could do. I find it very disturbing that after a lifetime of great credit a mishap, that I feel was not my fault, could have such a devastating impact. Due to the new credit rating, I no longer qualify for the best rates, and the financial impact is substantial. I’d greatly appreciate it if you, or one of your collegues could assist in getting my credit rating restored. Thanks in advance for your help. I can be reached at ###-###-####.

  Business Response

  Date: 09/12/2022

  ********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ******** **** ******* ***********
  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 recalled the account from collections.
  
  A Charter representative contacted Mr. ******** on September 2, 2022 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:08/25/2022

  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 turned in my modem on 11/11/21, four days prior to the next billing period. Despite them providing no product or service beyond this date, they continue to try and charge me for the following billing period commencing 11/15/21. In addition, they are trying to collect $89.99 when my actual monthly charge was $54.99. This was sent to collections (*** ******. I have spoken to them once and communicated by mail explaining why i did not owe anything but they continue to harass me by phone and mail. They have not responded to my specific points spelled out in my written correspondence. Thanks.

  Business Response

  Date: 09/06/2022

  ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ****** **** ******* ***********
  This letter is in response to your correspondence regarding the complaint submitted by Mr. ****** ****** involving a billing concern. 
  
  Charter's records reflect that a Charter representative spoke with Mr. ****** regarding their billing concern. An adjustment has been approved and applied for this concern.
  
  A Charter representative contacted Mr. ****** on August 31, 2022 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:08/25/2022

  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 recently moved this morning, and contacted Spectrum on 8/14, to get my services transferred from my old home to my new one. I was told by the representative, that he was going to take care of everything. Well he absolutely did not and made everything worse. I found out that the representative ordered me new equipment and also added Spectrum TV to the account without my consent! I don't want to do business with a company that can just make changes to the account without the consent of the customer. That makes me feel very unsafe with Spectrum having my personal information being able to do that. Weeks later, I still did not have internet, I haven't had internet since I lived at my old home and have been experiencing intermediate services constantly. It has been awful. I work from home and this has been an extreme inconvenience for me. When I reach out to Spectrum, I just keep getting tossed around departments and have to re-explain the same thing over and over and over again. I will never use Spectrum services again.

  Business Response

  Date: 09/06/2022

  ********* ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ***** **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Ms. ***** involving a billing and account concern. 
  
  Charter records reflect on August 31, 2022, a representative spoke with Ms. ***** about a transfer request she had placed, and her billing concern. The representative explained that interactions from her transfer request have been reviewed in an effort to identify coaching and retraining opportunities. Ms. ***** stated that she decided to disconnect her services, and the representative closed the account at her request. An adjustment was applied to the account prior to the disconnection.
  
  
  A Charter representative contacted Ms. ***** on August 31, 2022, 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:08/25/2022

  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 was billed for a ppv that i did not purchase. As soon as i saw that charge on my account i immediately contacted spectrum customer service which they said they would credit back to my account however, they never disclosed this was only 1/4 billing cycles and the following month i received a charge as a "one time charge" for the remainder. I have called about 4 other times trying to get this situated and every-time i talk to someone they assure me this would get taken off my bill however when I call to follow up I am told that my request was denied. 1.) never did any one tell me I was requesting this credit they presented to be a done deal 2.) their staff has told me I would be getting a refund. for the full amount however I was last told it was only a partial refund. i have been dealing with this situation for over a few weeks and never has their staff called to inform me that "my request" was denied. this whole ordeal has made me loose faith in this company as a whole, i feel as their customer care staff lie to consumers by omisión and not being up front about the process and time frame it takes to fix something like this. Also, their manager admitted to a probable fault in their training and lack of knowledge in their refund/ billing process. The only reason I would continue doing business with this company is if I am FULLY credited and given a good will credit to my account otherwise I will continue to cut my service in my personal house and business and tell everyone I know not to use their services out of fear of them also dealing with this head ache.

  Business Response

  Date: 09/13/2022

  ********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ***** **** ******* ***********
  
  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 advised of Charter’s policy regarding disputes of ordering sports packages. The representative informed Ms. ***** of the credits previously posted to the account and as a courtesy an additional credit has been applied.
  
  A Charter representative contacted Ms. ***** on September 10, 2022 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:08/25/2022

  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.

  Internet is not working properly, one day works fine the next day is not working. I pay for the service and is frustrating that service is not delivered as spectrum promised. Also, costumer service is not helping to solve the problem, they just saying "we are looking at it". The spectrum internet chat is not resolving and answering the question I need, spectrum have a robot answering and is not helping at all. The service needs to be revisited and guarantee it as pay for.

  Business Response

  Date: 09/05/2022

  ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ******* **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Mr. ****** ******* involving a service concern. 
  
  Charter’s records reflect that a Charter representative spoke with Mr. ******* on August 31, 2022, to acknowledge his service concern. It is Charter’s recommendation that a service visit be completed to properly address Mr. *******’s service concerns. Mr. ******* declined and requested replacement equipment be sent by mail.
  
  A Charter representative contacted Mr. ******* 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:08/25/2022

  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 was informed today that I have a past due balance of $160.00. When I’ve checked my account online and through the Spectrum app, my balance shows as $0.00. I moved at the end of July and simply wanted to transfer my services. The woman I spoke with hounded me aggressively about adding services and eventually guaranteed me a lower bill with an additional service of a landline (I have always only had internet). I never used the landline nor hooked it up. I was told that I qualified for a discounted rate due to receiving Medicaid but this discount was never applied. I called and spoke with billing as well as management who told be arrogantly and without consideration of the situation that what I owe is what I have to pay and that Spectrum will not adjust the bill due to a “misunderstanding”. I want to add that I also have not received a physical bill either.

  Business Response

  Date: 09/08/2022

  ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** *******
  
  **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Ms. ******* ******* involving a billing concern. 
  
  Charter was unable to address Ms. ********* concerns without speaking to her for additional information. 
  
  A Charter representative attempted to contact Ms. ******* on August 31, September 1, September 3, September 4, and September 6, 2022 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 September 7, 2022, 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:08/25/2022

  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.

  We previously had cable at **** ******* ** *** ** ************ ******** **** ****** We moved out at the end of March 2021. We started cable at **** ******* ** ************ ******** **** *****. The cable bill at the ******* ** address was in my name, the cable at ******* **** is in my girlfriend ******’s name. The contact number on both accounts is ###-###-####. We called Spectrum to end our service at the ******* **. address and was told we had to pay the final bill before we could close the account. What we thought was the final payment was made and we thought everything was closed. Weeks after the final payment was made we received a call from a Spectrum cable installer asking if we were still living in the apartment because he wanted to know if he should remove us because someone else signed up for cable. I was shocked because I had already told Spectrum to cancel the service. I immediately called Spectrum and entered the old account number and the balance was zero. I started receiving text messages from Spectrum regarding the old account in August 2022. I called Spectrum to complain because I hadn’t received anything prior to this. I was told someone would contact me. I haven’t received any phone calls from Spectrum collections, but I noticed after I called to complain about the bill my cell phone number ###-###-#### was removed without my authorization from the ******* **** account. I noticed this when I tried to pay my bill last week the system kept saying it doesn’t recognize ###-###-####, this number was tied to both accounts. I spoke to customer service and they added my cell number back on the account. I believe the final payment on the Walford address was for around $140 or $150, but a customer service told me the last payment was for $60. If the last payment was for $60 then that payment should have gone on the new account. I believe they were over paid.

  Business Response

  Date: 09/09/2022

  ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ********* **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Mr. ***** ********* involving a collections concern. 
  
  Charter was unable to fully address Mr. *********’s concerns without speaking to him for additional information.  After an investigation, Charter has removed the delinquent balance and a recall was processed to remove any negative reporting on Mr. *********’s credit report.
  
  A Charter representative attempted to contact Mr. ********* on August 31st, September 4th, 5th, and 7th of 2022, 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 September 7th, 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

  Customer Answer

  Date: 09/12/2022

  
  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:08/25/2022

  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.

  We have not had reliable Internet in over four years. During that time as a teacher I have been kicked out of ****** meets with my students countless times. My husband has been kicked out of meetings for work. We have called and had numerous technicians come to our house. As they leave we always think the problem is resolved to find out within a few hours the Internet is unreliable and drops us again frequently. We have asked repeatedly for a manager to call us and they have not done so. One of their customer specialists said that we needed a new line ran to our house and they have not even attempted to do so. We consistently pay over $200 every month for unreliable or no Internet service. Our bill have never been adjusted accordingly. It is beyond acceptable and we would appreciate any assistance you can offer. Thank you!

  Business Response

  Date: 09/06/2022

  ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ******** **** ******* ***********
  This letter is in response to your correspondence regarding the complaint submitted by Mr. ***** ******** involving a service concern. 
  
  Charter’s records reflect Mr. ******** confirmed that his services are working correctly since the technician was at his home on August 28, 2022.  An adjustment has been applied to the account.
  
  A Charter representative contacted Mr. ******** on August 31, 2022 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:08/25/2022

  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 canceled my internet service halfway through the month and was not prorated for services that I did not receive. When I called to speak to a customer service representative they stated that they do not prorate if you cancel in the middle of the month.

  Business Response

  Date: 09/05/2022

  ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ******* **** ******* ***********
  This letter is in response to your correspondence regarding the complaint submitted by Ms. ******* involving a billing concern. 
  
  A Charter representative attempted to contact Ms. ******* on August 28, 31 and September 01, 2022, using the contact telephone numbers and e-mail address that Charter has on file. Charter was unsuccessful in these contact attempts and on August 31, 2022, a letter with Charter’s direct contact information was mailed. It is Charter’s recommendation that Ms. ******* contacts Charter directly to expedite a resolution.
  
  Records indicate that the charges on her bill are valid; this is in accordance with Charter’s Monthly Subscription Service policy, which is printed on each billing statement.
  
  No billing adjustment is applicable in this situation.
  
  
  Regards,
  Corporate Escalations
  Charter Communications

• Initial Complaint

  Date:08/24/2022

  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.

  On June 28th I lost services it took until the 6th to come out here and not fix my services. I downgraded my service on the 9th and requested a cancellation and a refund on the 13th of July when I turned in their equipment but they refused. They are still charging me for services.

  Business Response

  Date: 09/05/2022

  ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ****** **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Mr. ***** ****** involving a billing concern. 
  
  Charter records indicate on August 30, 2022, a representative spoke with Mr. ****** regarding the matter. The cause of the issue has been identified and addressed. An adjustment has been placed on the account. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.
  
  A Charter representative contacted Mr. ****** on August 30, 2022 and discussed the above information. The representative provided Charter’s direct contact information to Mr. ****** for future reference.
  
  Regards,
  Corporate Escalations
  Charter Communications