Business Profile

Cable TVs

Charter Spectrum

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

15,094 total complaints in the last 3 years.
5,039 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/01/2024
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.
My name is ***** Bacchus I signed with Spectrum Mobile on December 16th 2023 for mobile service. The phone I have for three years to date the screen is just like new. There is no wear and tear nor malfunctioning with it. January 18th 2023 $276.73 was deducted from my account. They advertised to "Bring your own device" I was told that the device I have ******* **** was not compatible with their system . I agreed to purchase a NEW phone Spectrum Mobile Your order *********. When I got the phone three days after on the 19th January 2023. 1. it was very noticeable that it was not a new phone. the screen had the marks of someone who played games for a living.with the finger print dullness across the screen. 2. The functioning of the phone was not good the volume was very low also the light was dim although, going through the setting and fixing the light it was not getting brighter nor the volume adjusting. 3. The attempt to transfer from Spectrum to the other carrier was not done properly.so I was out of service and could not use the phone for three days. 4.Signal was bad. I was not getting signal most of the time. I made mention that I was ******* and that has never happened. their response was that it will happen because ********'s tower is higher. I then ask why advertise what you can't deliver. I got no answer. I called and made all the complained and I was told that they do not sell refer bushed phoned.. I had enough stress with the service and the badly functioning phone and decided on 27th January I decided to discontinue my service with Spectrum an sent their phone back. I was promised a refund on the return of the phone, but to my surprise they refused to refund any money because they are calming that the phone is graded as Class C, I will not get back any refund because I damaged the phone. Order Number: ********* BBB I find this to be so unfair
Business Response
Date: 02/13/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* ******* ***********

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

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

Regards,
Corporate Escalations
Charter Communications
Business Response
Date: 02/21/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ***** ******* involving a mobile device concern.

Charter records a Charter representative spoke with Ms. Springer and informed her based off the research conducted and the pictures provided, her request for a refund has been denied.

A Charter representative contacted Ms. ******* on February 24, 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
Date:01/31/2024
Type:Product 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.
On Dec 19th 2023 I went into the Spectrum Store and ordered the ******* *****. The lady who entered the order told me there are Black, Gold and Blue phones so I told her I wanted the Gold. When I got home I looked at the receipt and noticed she had ordered the Cream color. The next day I went back to the store and told them I do not want the cream. I wanted the Gold color. The representative told me it was cream with gold trim. When I received the delivery it was not what I wanted. It was cream with silver trim. My husband took it back to the store and told them I don't want it. I found out there is no Gold colors in the *****. I had them order the black color instead. The representative ordered the black ***** and charged me a restocking fee of $50. He then proceeded to unwrap the phone and took it in the back then he activated the phone. I did not want it activated. They did not have my permission to do that. He took the phone in the back and returned after making my husband wait an hour. He came back and my husband asked why he activated it. The represenative could not answer and the manager told my husband there was nothing they could do. Luckily I had ordered a phone and screen protector and immediately put it on. Now they are trying to charge me $900 for scratches I did not do. It's impossible to have done any damage because we did not unwrap nor have we touched that screen. They had no permission to activate the phone and force me to use the phone and deactivate the phone I was currently using.
Customer Answer
Date: 02/01/2024
Hello,
Spectrum did contact me and we were able to resolve the issue. They said the shipper was responsible for whatever damage were found and they removed all charges from my account.

Thank you
****** ****
Initial Complaint
Date:01/31/2024
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.
We have been fighting with spectrum for 3 months and they don't listen to us. They tell us our cars does work. We use the card at all stores and it works, we even used the card in a spectrum store and it works. They have us enrolled in a mobile account that we never asked for. This mobile account has been proven o be the problem but they don't want to admit their mistake. If there was any other option we could cancel spectrum in the drop of a hat. Their customer service is horrible. He doesn't listen to what you say then tries to play the blame game by explaining why we can't trust other companies and only they know the right answer. When asked valid questions he responds with that was a week ago or things can change or I don't know that. His information is as bogus as unicorns on the moon but he is right and he proved us wrong in his own words. Our issue is still not resolved and we are told that it is impossible and that we are the problem not them. Poorer customer service cant be found anywhere else than spectrum
Business Response
Date: 02/13/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** ******* ***********

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 Ms. ***** while working towards a resolution. This is not our final response, just an update.

Regards,
Corporate Escalations
Charter Communications
Business Response
Date: 02/22/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ***** ***** involving a billing concern.

Charter records reflect a Charter representative spoke with Ms. ***** to acknowledge her billing concern. Based off the research conducted, Ms. ***** was informed she would need to speak with her financial institution to resolve the issue to allow for any future payments to be processed using the card in question.

A Charter representative contacted Ms. ***** on February 20, 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
Date:01/31/2024
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.
I received my Spectrum Cable bill this month and noticed a very significant increase of $41.82 (over 31%). I called and told the representative that I can’t afford the new prices and wanted to adjust my services to get my bill back down to something I could afford. I was told there’s nothing they can do. Once the bill printed, I was locked into that price whether I agreed with it or not. This bill is for services I haven’t even used yet! (1-26 -24 to 2-25-24) I was told that even if I dropped services or canceled my account completely, I was still liable for the increased prices. What?! Don't I have the right to refuse the new prices?! Apparently, I was supposed to cancel the services BEFORE I got the new bill. So, before I even knew how much the new bill was going to be, I was supposed to call!? I didn’t add services and then cancel them before the month was over, these are the same services I’ve always had. And it was only three days into the billing cycle!! As soon as I saw the increased prices I called (1-30-24). Only to be told TOO BAD you’re going to pay for these services whether you want them or not; Even if you CANCEL them, you’re still going to pay. That makes no sense to me. How can that even be legal? I should have the right to decline services if I don’t agree with the price! Is this a corporation or the Mafia? In the 15 years that I’ve had cable at this address, I have never been even one day late paying my bill. And yet the first time I have an issue (an enormous one month increase in my bill) I’m told there’s nothing we can do AT ALL!! No one-time Credit. No new Promotions. Not permitted to drop services to reduce bill. Nothing! Just pay or else. Really?! That’s how you treat a long-time customer that pays his bill on time every month? Shame on you! I want the $41.82 removed from my bill and all services left on until the next billing cycle. I will call before then to adjust my bill to something I can afford.
Business Response
Date: 02/15/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******** **** ******* ***********

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

Charter records reflect a representative spoke with Mr. ******** and discussed cost saving options. Mr. ******** decided to not make any changes to his account at this time.

A Charter representative contacted Mr. ******** on February 6, 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 Answer
Date: 02/18/2024

Complaint: ********

I am rejecting this response because:
To say I decided not to make any changes to my account is a flat out LIE!! I begged and pleaded to make changes to my bill.
I was repeatedly told no! I was told by every person I spoke with that even if I canceled services on the very first day of the billing cycle, it would not change my bill AT ALL.
Of course I'm not going to pay for services I didn't even use!
To make it very clear: I want to drop services to lower my bill. (That was the first line of my original complaint.) To say I didn't want any changes made is infuriating!

Sincerely,

***** ********
Business Response
Date: 03/04/2024
***** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******** **** ******* ***********

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

Charter records reflect a representative spoke with Mr. ******** discussing his billing cycle and that it is important to make changes prior to the beginning of the new billing cycle. A credit adjustment was applied to Mr. ********’s account for his concern.

A Charter representative contacted Mr. ******** on February 20, 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 Answer
Date: 03/12/2024

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
Date:01/31/2024
Type:Sales and Advertising 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.
Today is January 31. The event happened today. Spectrum comes on my porch the gentleman on the sidewalk see’s my no soliciting sign. The woman on the porch is knocking. The gentleman tells her about the sign she says we will act like we did not see the no soliciting sign if they ask, I have it all on audio and video. If you have a no soliciting sign, they should not knock on your door, plain and simple.
Business Response
Date: 02/15/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records reflect that a Charter representative contacted Mr. ***** to acknowledge his issue with Spectrum. The representative confirmed with Mr. ***** that the interaction he witnessed has been addressed with management. Mr. ***** informed the representative that he did not want to be on the do no solicit list at this time.

A Charter representative contacted Mr. ***** on February 7, 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
Date:01/31/2024
Type:Service or Repair 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.
Their service is horrible, it is very, very subpar. They can't keep their cable going and it's awful. For the month of January, I have been without cable for 7 days. It encompasses an entire week. This is not the first time that Charter has done this. I seriously think I will go to ****. The cable went out on Monday for 2 hours and when it came back on the picture was so pixelated I couldn't see the tv. There was a tech in my house just 2 weeks ago. I sat in my house with no tv for 3 days. When the tech finally came, he checked everything in subzero temperatures and he came back inside and said there is nothing wrong with any of your wires so I have no idea why your cable is out. Five to ten days later, I got a text that my service has been restored and got a clear picture on every channel. I have been with them for 20 years. I would like for them to fix my cable so that I can sit here for a month without the cable going out.
Business Response
Date: 02/13/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** *********** ******* ***********

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

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

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:01/31/2024
Type:Product 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.
During the months of October and November, I paid both Spectrum and my landlord for internet service. My account was supposed to be under management's bulk account. I told them and, after 6 phone calls, there still hasn't been any resolution. Everytime I speak to someone, they always promise me that everything will be alright. I even spoke to a supervisor who was able to get me $33.08. The last person I spoke to said my claim was just sitting there and noone has taken any action yet. It's been a month now and someone was supposed to get back to me in 2 days. That would have been January 23. Again, No one has contacted me as usual. I'm tired of these people lying to me and giving me the run around! Please help me!
Business Response
Date: 02/14/2024
******** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** ******* ***********

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

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

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 02/16/2024
I've been in constant contact with Spectrum's resolutions department and I am awaiting the refunds. I will notify you when I receive them and they close the complaint on their end. Thank you so much for your help in this matter!
Business Response
Date: 02/22/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** **** ******* ***********

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

Charter records indicate on February 20, 2024, a representative spoke with Mr. **** regarding the matter. The causes of the issues have been identified and addressed. Account corrections have been made and an additional adjustment has been provided. Proper expectations have been set. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.

A Charter representative contacted Mr. **** on February 20, 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 Answer
Date: 02/23/2024

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
Date:01/31/2024
Type:Product 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.
I returned a phone that had got hot and you couldn't turn on. It was under warranty so there should of been no charge! But on 1/20/2024 Spectrum took out 107.50 out of my checking account without my knowledge and left me having to put half of my groceries back because I didn't have enough money to cover them. I contacted Spectrum on 1/20/2024 and told them the situation and they agreed after they looked into it that they would put the 107.50 back into my account. I received a text on 1/24/2024 that they were crediting my Spectrum account, that was not the agreement so I called Spectrum again this morning and they said because of the open billing month they applied the credit when my bill isn't even due until 2/10/2024. They took the money out of my checking account by mistake at their end and I feel they need to replace that money in my checking account not credit my account. Thank you
Business Response
Date: 02/14/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ***** ***** involving a refund concern.

Charter records reflect that a Charter representative reviewed the Mobile return and explained the credit was processed to the accounts bill.

A Charter representative contacted Ms. ***** on February 7, 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 Answer
Date: 02/14/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****
Customer Answer
Date: 02/14/2024
I do not agree with this decision my money should of been put back in my checking account my phone was under warranty
Business Response
Date: 02/28/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ***** involving a billing concern.

Charter records indicate on February 20, 2024, a representative spoke with Ms. ***** regarding the matter. The representative found that an adjustment had been placed on the account as promised. The representative explained that the adjustment went towards the balance owed on the new statement generated, resulting in a reduced amount owed for that month. No additional adjustments are warranted.

A Charter representative contacted Ms. ***** on February 20, 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 Answer
Date: 02/28/2024

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
Date:01/31/2024
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.
Signed my son up for internet services only and they took it upon themselves to add tv services that we did not use. Charged me a year only seeing online statements when moving and transferring service paper bill sent and tv was on it. I canceled tv service but they want to still charge me this month. Would like the year of non used services back and an apology letter from the company for their adding services that we did not request.
Business Response
Date: 02/18/2024
******** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** ******* ***********

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

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

Regards,
Corporate Escalations
Charter Communications
Business Response
Date: 02/20/2024
******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** **** ******* ***********

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, his concerns have been addressed and a credit applied to his account.

A Charter representative contacted Ms. ****** on February 13, 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
Date:01/31/2024
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.
On Jan 31st I called Spectrum Mobile and spoke with a lady named Bonnie at about 9:45am. I’m aware my mobile bill is about to increase because my promo ends. However my internet bill is also about to increase by $30 because ACP ends. My internet bill ALSO shows I’m on a promo I didn’t agree to and will soon be expected to pay $84.99 for the LOWEST internet speed. I have a medically fragile child. With BOTH bills soon to be costing approximately $80 MORE I called to see if there was something that could be done. I was informed that I can’t leave Spectrum Mobile even if I keep paying the phone. I have to pay it all in full before I leave. I asked if I could maybe cancel my watches as that would save me $34 and just pay the watches off but again I was told it had to be upfront. I am willing to continue paying down the phones but I can’t afford nearly $100 more. It feels like a bait and switch. I called just to see what could be done and Spectrum essentially said they don’t care. I can’t turn the phones in, can’t pay them off monthly and can’t leave Spectrum. Spectrum leaves you with no choice at all but to chose between bills and a phone or they will screw you. While I’m just asking for a way to lower the bill or a way to leave Spectrum without paying thousands of dollars up front.
Customer Answer
Date: 01/31/2024
I would like to add that Spectrum Mobile in many ways forces you to keep them. I could easily get cheaper internet almost anywhere else however if I stop using Spectrum's internet then I automatically can’t use their phones. Which they will then bill me for all up front. So even though they don’t do a contract for Internet, you can’t leave them to go cheaper. They force you to stay if you have their mobile phones. They literally take away any option to find cheaper internet. Currently my bill is showing it will soon be $84.99 JUST for their slowest internet. And I can’t leave them because I use their phone. That should be illegal. They can make their price whatever they want because they know people can’t leave.
Business Response
Date: 02/13/2024
******** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** involving a billing concern.

Charter records reflect a representative contacted Ms. ****** on February 8, 2024, to acknowledge her ACP and pricing concerns. The representative discussed the ACP program and what the future might hold regarding that program with Ms. ******. She also was advised of different cost saving options that could help reduce her Mobile bill.

A Charter representative contacted Ms. ****** on February 8, 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 Answer
Date: 02/13/2024

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. If the original representatives I spoke with in the beginning offered me the information as thoroughly and helpfully as Nathan did I would not have had a reason to file a BBB complaint. Everyone should be as helpful as Nathan was.

Sincerely,

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

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