ComplaintsforCharter Spectrum

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Initial Complaint
09/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Spectrum added a home phone service to my bill and I did not order this. I have been trying to call customer service and they keep hanging up on me. I just need this taken off my bill.
Customer response
09/04/2024
***** ********* ***********************
***** ******** ********* ** **** **** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

It's been resolved
Initial Complaint
09/03/2024
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.
On Aug. 15, I terminated service with Spectrum Cable and service was disconnected on Aug 16. I received an email stating I would be charged despite the service being disconnected, I called and spoke to a representative on Aug 28, who advised that I would not be charged. Several days later, I was charged for the service that was turned off and not delivered.
Business response
09/16/2024
********* *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** ******* ***********

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

Currently, Charter is reviewing the concern and will be in contact with *** **** while working towards a resolution. This is not our final response, just an update.

Regards,
Corporate Escalations
Charter Communications
Business response
09/30/2024
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** **** ******* ***********

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

Charter’s records reflect a Charter representative spoke with *** **** to acknowledge his billing concern. The representative informed *** **** that in accordance with Charter’s Monthly Subscription Service policy, which is printed on each billing statement, Charter’s records reflect the account has been billed accurately.

A Charter representative contacted *** **** on September 24, 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
09/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 12/26/2023, I called customer support for Spectrum to cancel service, however agent offered a $49.99 pricing rate for 12 months. I specifically asked for the rate of $49.99, not promotional dollar credits off the bill. Spectrum agent confirmed that yes, it is the rate of $49.99 for 12 months. My bill has increased to $54.99 for the billing statement of months of 8/2024 and 9/2024. I would like bill adjusted back to $49.99 and the $10 back.
Customer response
09/13/2024
Hello,
I just got off the Spectrum support where they tried to explain that they had a company wide increase and cannot guarantee a rate, which is a lie because Spectrum offers new customers (advertised on commercials) of guaranteed rates for a certain amount of months so it is possible to do such a thing.
I re-explained to them that they can reference the conversation from the customer support back in 2023 that I specifically said that I am not looking for a retention offer of any discount and only the price of 49.99 for the 12 months as I would just switch to ******** 5G internet otherwise, and at that time Spectrum confirmed that verbal agreement. They failed to honor that agreement.
Please keep complain open as I will not close until my money and rate are returned.
Customer response
09/13/2024
Michael from Spectrum called.
He is resolving this issue with a 1-year price of 49.99 starting next billing month (not including CA renewal fee). I have agreed to this rate.
Can close this case. Thank you very much.
****
Initial Complaint
09/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Spectrum Internet about my latest bill which has gone up in price again. They said I wasn't eligible for any other discounts. I asked them what made other people eligible for discounts. I was told they did not know but agreed I was being discriminated against.
Business response
09/11/2024
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter's records reflect that a Charter representative spoke with *** ******* and explained how the recent changes affected her bill. *** *******’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 *** ******* on September 11, 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
09/11/2024

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
09/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to report unethical business practices and fraudulent misrepresentation by Spectrum/Charter Communication. Due to price gouging by Spectrum, where my internet service was unchanged but the rates were increased from $39.99 to $74.99 over a 2 month period, I cancelled my account. Spectrum is attempting to further cheat me of money but charging my credit card AFTER my account was cancelled for services not purchased or used. I spoke with ******** ******* regarding my credit card account, and they informed me that Spectrum charged me a subscription service fee of $44.99 on 8/21/2024 AFTER I had already canceled internet service dated 8/3/2024 by Spectrum. Because this is a subscription service, ******** ******* informed me that they had to put a BLOCK in place to prevent Spectrum from continuing to charge me monthly fees. Additionally, I initiated a DISPUTE with ******** ******* about Spectrum's $44.99 charge. I first tried resolving this billing matter with Spectrum; however, they refused to remedy the issue. I spoke with 4 people at Spectrum to no avail - they put a $10 credit on my account (hence the $44.99 charge instead of $54.99) and offered another $10 credit but would not refund the full amount as they should do. Therefore, I feel it necessary to take these actions.
Business response
09/17/2024
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

Charter records indicate on September 11, 2024, a representative spoke with *** ****** 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 *** ****** on September 11, 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
09/17/2024

Better Business Bureau:

I have received a full refund of $44.99 on August 31, 2024 and reviewed the response made by Spectrum / Charter Communications company in reference to complaint ID ********. I find that this resolution is satisfactory to me.

Sincerely,

*** ******
Initial Complaint
09/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi BBB: I moved away from ********** in June 2024 to a different state on the **** *****. Since Spectrum Internet does not offer services there, I canceled the internet service I had with them in **********. - Date of 1st cancelation on 5/30/2024 (order number: ****************) - Cancelation was scheduled for 7/15/2024 and confirmed. - Returned equipment (modem) on 6/27/2024. - Account was re-activated automatically by Spectrum on 7/16/2024 again without my consent, charging me with a ** Recovery fee of $1.25. - Called call center on 7/29/2024 to cancel the account again and got confirmation that was canceled again (order number ****************). I paid the $1.25 Recovery fee to avoid any open balance. Spectrum apologized for a system glitch of auto-reactivation and promised that it will not happen again. - Account was re-activated automatically by Spectrum on 8/15/2024 again without my consent, charging me with a ** Recovery fee of $1.25. I want to report this since I do not live in the state of ********** anymore and do not have any services with Spectrum. Being charged $1.25 in prepetuity is not an acceptable business behavior and seems fraudulent to me. Regards, ****** *****
Business response
09/17/2024
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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 after the account was reconnected in error. The agent interactions have been reviewed in effort to identify retraining opportunities.

A Charter representative contacted *** ***** on September 10, 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
09/17/2024

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
09/03/2024
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 I'm a former employee of spectrum. I worked in their Chicago Street store and they're an unsavory disgusting company. Once again they have raised rates on me and I want a reduction immediately. I have received a $10 ACP credit but that is not enough and my prices are still going up. I can detail all the disgusting things this company does. During my time on Chicago Street I have turned people away trying to make bill payments and I have watched other agents place things on people's accounts that they did not ask for. I can detail all the disgusting practices if they do not work with me I'm reducing the price as I have been a customer of theirs as well for decades. The price gouging will stop or I will contact the attorney general of my state and I'll be giving her details about how this business operates.
Business response
09/12/2024
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter's records reflect that a Charter representative spoke with *** ******* and explained how he was on the best promotion available currently. The representative suggested a downgrade of services to reduce the bill and *** ******* declined. The representative attempted to address the poor practices that *** ******* cited he witnessed, and the call disconnected. The representative called back and was sent to voicemail.

A Charter representative contacted *** ******* on September 9, 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
09/03/2024
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.
Approximately two weeks ago, I contacted Spectrum to inform them of my upcoming move and to request the discontinuation of services at my current location. During the call, the representative attempted to upsell me on products I was not interested in, despite my clear intention to simply cancel my service. Ultimately, the disconnection was processed, and I was instructed to return the equipment and obtain a receipt. After returning the equipment, I inquired about my bill, as I noticed that I was still being charged for the entire month, despite having requested a disconnection. I was informed that Spectrum does not offer prorated billing and that I was required to pay for the full month. I expressed my concern that this policy had not been communicated to me during my initial call, as I would have canceled the service earlier to avoid being charged for an entire month. The representative's response was dismissive, stating, "Yeah, that's annoying," before handing me my receipt and concluding our interaction. As a result, I am now required to pay for a full month of service, despite only having used it for a few days. I see this as very unprofessional. Withholding information from the customer to make more profit but not reciprocating service. This is also not my first negative interaction with this company.
Business response
09/16/2024
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

Charter records reflect that after an investigation, a billing adjustment has been applied and the agent interactions have been reviewed in effort to identify retraining opportunities.

A Charter representative contacted Ms. ****** on September 11, 2024, 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
09/03/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They allowed my 3 year old to use her **** TV to sign up for a 150 dollar a month upgrade without any approval or authorization then I'm on hold for 3 hours waiting for retention when the first rep couldn't help at all still on hold 3 hours crazy company is a scam and a three year old with a smart tv can some how up my bill on her own and no one can fix it my internet is now cut off because of this
Business response
09/17/2024
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** *************************** *** ** *** ******** ******* **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by *** ******, involving a billing concern.

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

A Charter representative contacted *** ****** on September 14, 2024, to discuss the above information. The representative provided Charter’s direct contact information to *** ****** for reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
09/17/2024

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
09/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 08/29/2024 I cancelled my Spectrum service. I have moved out of the area for work. Transferring service is not an option. A rude representative informed me that Spectrum is a "monthly subscription service" and "does not pro rate or refund any unused service prior to the billing date. It's stated on the bill." Talked to supervisor who repeated the same thing and made sure to add the charges are valid and are approved by the BBB. Shouldn't this cancelation policy have been made very clear when I signed up for my services in 2017?
Business response
09/20/2024
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** *************************** *** ** *** ******** ****** **** ******* ***********

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

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

A Charter representative contacted *** ******, on September 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
09/20/2024

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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