ComplaintsforCharter Spectrum

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Initial Complaint
08/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for Charter Spectrum Internet in the store and was told that my plan would be 29 a month. The store rep did not mention an $7 fee. I expected my bill to be around $40 per month. When I got my initial bill it was $62 or $49 a month. This is not the plan I agreed to. I call Spectrum twice to explain the situation The first I was told there was nothing that could be done. The second call I was told that they would adjust the future bells but could not adjust the past bills when I was overcharged. As a part time worker, has internet is a necessity but also a hardship. This puts my bill past due because I can't afford the extra charges and now I'm behind because Spectrum refuses to reverse the charges to the correct billing. I'm asking that my billing be reversed to match the contracted amount which was $29 per month so that I will be current. I'm asking them to honor the contracted amount and reverse the incorrect charges for July and August 2024 so that my bill reflect the current charges.
Business response
08/21/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** ******* involving a billing concern.

Charter records reflect on August 15, 2024, a Charter representative spoke with Ms. ******* regarding the price of her services. Ms. ******* agreed to a package change and a billing adjustment was applied to the account. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.

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
08/21/2024

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.
On July 7th I cancelled my cable (but kept internet) because it was too expensive ($289 / month). They shut it off at 12.00 noon on the the 7th. I had my son return the equipment the same day to *** store (have receipt). So, today I called to ask why they hadn't adjusted my bill from $289.04/month with the cable, to $89.99 internet only. They said the new billing cycle had already started on July 6th, the day before. So they're charging me the full $289, even though I only got one day of use, as i had already returned the equipment to ***. When I called to cancel, no one informed this would happen, When I called today the Spectrum supervisor said they're is nothing they can do. So now I'm being billed $200 for one day of cable service. I'm elderly, disabled and on a fixed income, this is elder abuse, Please help me.
Business response
08/19/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******** **** ******* ***********

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

Charter records indicate a Charter representative communicated with Ms. ******** regarding Charter's Business Policy of Monthly Subscription Service. Advised the policy is printed on every billing and is part of the Terms and Conditions signed when subscribing to Spectrum services. It was determined an adjustment was warranted.

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:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I'm trying to cancel the spectrum TV service. I've been calling their customer service and also have tried chatting with their service representatives. In order for me to cancel, I keep getting told I need to speak with their "customer solution's team". When I get transferred to their customer solution's team, I get put on hold for hours. I've been on hold for over 2 hours and no indication that they will ever answer the phone. Therefore, I've been unable to cancel my service. I've called about 4-5 times at various times and spent total of >4-5 hours on hold waiting for someone to answer the phone. I just want my spectrum TV service cancelled and refunded the extra months that I've had to pay since I've been unable to cancel my service.
Business response
08/19/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** *************************** *** ** *** ******** *** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Mr. ***, involving a billing concern.

Charter records indicate that the customer’s Spectrum account has been downgraded, as requested. The customer has been advised of Spectrum’s Monthly Subscription Service billing policy. An adjustment has been issued, which offsets a portion of the previously assessed charges.

A Charter representative contacted Mr. *** on August 16, 2024, to discuss the above information. The representative provided Charter’s direct contact information to Mr. *** for 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:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 8/2/2024 I cancelled my internet service with Spectrum. It was only two days into the billing cycle, so the agent told me the bill would be prorated and reflect just the two days I used the service during that billing cycle. He said I would see a change in the amount owed in a couple days. Meanwhile I returned their equipment. A week later I checked the spectrum app to see if the bill went down and it had not. I called their billing dept and they said I was told my bill would be prorated in error and they only do that if you have cable tv, which I do not. So now I’m being charged $87 for two days of wifi, despite what I was told when I cancelled the service.
Business response
08/19/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********** **** ******* ***********

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

Charter records indicate a representative spoke with Ms. ********** advising that a credit adjustment has been applied for her concern.

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.
Thank you so much, BBB, for your help.

Sincerely,

**** **********
Initial Complaint
08/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
June 2024 i canceled spectrum internet service and returned equipment (which they received on 6-25-224). I have been charged $81.99 for July 2024 and August 2024 even though I have proof my service was canceled. After calling Spectrum 3+ times they have refused to remove my credit card information and have refused to stop charging my family for service we are not receiving. Their supervisor (Ryan H.) threatened to send us to collections if we do not pay. I have contacted my credit card company and put a merchant stop payment.
Business response
08/19/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****

Dear Dispute Resolution:

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

Charter records indicate on August 16, 2024, a representative spoke with Mr. **** regarding the matter. The representative decided that in this case, an adjustment is to be provided. This has since been completed and proper expectations have been set. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.

A Charter representative contacted Mr. **** on August 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
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:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to formally express my dissatisfaction with my recent experience with your billing department and customer service representatives. I have been a Spectrum customer and am generally satisfied with your service, but my recent interactions have caused significant frustration and concern. I called customer service to discuss my billing, and after a thorough conversation, the representative confirmed that my bill would be adjusted to $49.99 per month for the next 12 months. Following this conversation, I received an email stating that my monthly charge would be $71.99. Concerned about this discrepancy, I immediately contacted customer service again via chat. During this chat, the representative reassured me that the correct monthly charge of $49.99 would indeed be applied for the next 12 months. I have a screenshot of this confirmation. Despite these assurances, I recently received a bill for $61.99. I called customer service again to address this issue, only to be informed by the representative that the previous agents I had spoken with had "lied" to me and that my bill could not be adjusted to the agreed-upon amount. This response is unacceptable and has left me questioning how I can trust Spectrum's customer service when I am receiving conflicting information from different representatives. As a customer, I expect transparency, consistency, and honesty in all communications with your company. The lack of these qualities in this situation has greatly eroded my confidence in Spectrum's ability to provide reliable service. I am requesting that this issue be resolved immediately. I ask that my billing be adjusted to the originally agreed-upon amount of $49.99 per month for the next 12 months, as was promised by your representatives. Additionally, I would appreciate an explanation of why I was given conflicting information and how Spectrum plans to prevent such occurrences in the future. I look forward to a swift resolution. Thanks
Business response
08/19/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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 Augus 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

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:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for services based on this offer, I called in and advised the sales agent at that time to have the credit applied. She advised me she would be submitting a ticket. I since then have followed up with them to be advised that they will not able to ***** the credit as they will need to see the photo or to duplicate it on the site.
Business response
08/19/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********
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. ****** that she had received misinformation during her initial interaction. The billing adjustment has been applied to her account now.

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
08/19/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********
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. ****** that she had received misinformation during her initial interaction. The billing adjustment has been applied to her account now.

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
08/20/2024

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
08/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Made changes a few months ago & spectrum changed my Internet soeed from 100mb to 50mb without notice. When I called about it they put it back to 100 but raised my bill significantly without saying so until I got an email with bill raised $30. My bill was $174.40 & they raised it to almost $200
Business response
08/14/2024
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** *************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records indicate that the customer’s Spectrum account has been downgraded, as requested. Upon contact, the customer advised that all of the issues voiced in the initial filing have been addressed. No adjustments are due at this time.

A Charter representative contacted *** ***** on August 13, 2024, to discuss the above information. The representative provided Charter’s direct contact information to *** ***** for reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
08/14/2024

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 have ended all television services because they could never correct their issues & billing only increased as service declined. Internet only at this time & streaming with another service with much better picture quality

Sincerely, ****** *****

****** *****
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I noticed in June 15 that I no longer had internet service. I could have died prior to that time but I had not been home much and did not notice. I jumped through all their hoops testing equipment, etc. They finally suggested I have a technician come out. The technician found that their line had failed between the mainline and my home. I went without service for 7 1/2 weeks before they got it repaired. I paid my June bill. Now they expect me to pay for July and all of August also. I was unable to use my service from t least June 15- at least 7pm August 5. I do not feel that I should have to pay for their services that were unavailable for my use because of their equipment failure.
Customer response
08/15/2024
This has been resolved. They adjusted my bill to my satisfaction. Thankyou for your help.
Initial Complaint
08/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am the executor of my Mothers estate and we just sold her house so I contacted Spectrum to discontinue internet on 7/26/24 at 2:57 pm Account# **************** My billing cycle runs from 7/25/24-8/24/24 and I was aware there would be a final bill prorated as we had cameras at the home until the closing was final to keep an eye on the property. I received a bill for the full month even though I only used 2 days. The new home owners have turned on Spectrum services as they work from home. So Spectrum said that we have to pay for the full month even though we were only 2 days into the cycle and the new owners are paying the same month so I guess they are getting paid pretty good for this month. I believe that this is a fraudulent business practice and if there is not already a lawsuit in place to recover this from other customers I feel sure there will be in the near future. The address for the service is *** ****** ***** ********** ** *****. I would appreciate any assistance that you can provide. Sincerely, ***** * *****
Business response
08/20/2024
****** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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 August 16, 2024. The representative reviewed the interactions and applied a billing adjustment to the account. Mr. ***** confirmed satisfaction and considered this matter resolved.

A Charter representative contacted Mr. ***** on August 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
Business response
08/20/2024
****** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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 August 16, 2024. The representative reviewed the interactions and applied a billing adjustment to the account. Mr. ***** confirmed satisfaction and considered this matter resolved.

A Charter representative contacted Mr. ***** on August 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
08/21/2024

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
08/21/2024

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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