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

15,110 total complaints in the last 3 years.
5,016 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:01/22/2024
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.
I was charger $10 a month for 18 months for an ***** watch “phone line” that was deemed incompatible with the carrier and never issued a phone number. when asked for reimbursement i was offered 5 months of reimbursement! Spectrum stole from me for over a year and refused to make it right.
Business Response
Date: 01/31/2024
******* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records indicate that the customer’s mobile device was determined to be incompatible with the Spectrum Mobile network. The customer has been advised of Spectrum’s sixty day billing dispute policy. An adjustment has been issued, which offsets a portion of the previously assessed charges.

A Charter representative contacted Ms. ***** on January 26, 2024, to discuss the above information. It is Charter’s recommendation that Ms. ***** contacts Charter directly, if they have any further questions or concerns.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:01/22/2024
Type:Service or Repair 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 am active duty military. I recently transferred from ****** to ***** ******** at the end of June. At this time I transferred my services from there to here. From July to now, I have paid them one payment of 96.98, one payment of 69.99, and the remainder monthly payments are 74.99. I have called multiple and chatted with them thru the online portal of my issues. They set up 3-5 appointments with the issue not being resolved. The first tech set up everything. The internet/wifi wasn’t reaching all the rooms. The second tech, said I had the wrong router. And this was replaced. The internet was working for a good week. The third tech said, the last tech placed the equipment outside in backwards and he said he fixed it. At this time the internet didn’t work at all after he left. Another tech came the same week, he said he knew what the problem was, and that I needed a new wall fiber cord or something of that nature. He said he would fix it. But he asked me for equipment to take down my tv mount. And he would be back later to fix it and to call him on his work phone when I arrive home. He never responded when I called him back. So that appointment was a waste of time. The lasted tech, put up new fiber wall plug in stuff (something of that nature) and ensured everything was right. This was a few weeks ago. The issue is, my internet wifi, is worse than before. It’s lagging, it’s in and out every second. I can’t check my security cameras on my phone. I have to turn off my WiFi to actually enjoy technology. I work from home sometimes. And I can’t do my job properly with this poor internet service. Everyone in my home is having the same problem. Spectrum is collecting my money with poor services.
Business Response
Date: 02/05/2024
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* ******* ***********

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

Currently, Charter is reviewing the concern and will be in contact with Ms. ******* while working towards a resolution.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 02/05/2024
On 25 January, Spectrum identified and resolved the problem. Thank you for your assistance.
Initial Complaint
Date:01/22/2024
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.
November 9, 2023, I was contacted by a Spectrum personnel asking to pay a different of $69.90 to stop the billing cycle and cancel the account and to return the equipment within the same month. I amde the payment on November 9, 2023, and returned the equipment on November 20, 2023. I was informed that the amount mentioned was all I ahd to pay and that no more chatges would be on the account since it is closed out. On January 10, 2024, I received a bill of $57.28, they are saying is charges for billing cycle that starts on November 10, 2023, but I stopped the setvice the day prior and are refusing to twmove the charges. I want them to remove this charges since I did I as I was told to do to avoid more chrlarges and now they are saying that the charge is accurate and refuse to search for the recording of the conversation I had with their personnel back on Nobmvember 2023. There should be no charges on the account and I should have a $0 balance with them. When I asked to asked to speak with someone above the supposed "supervisor" then all of the sudden he could not hear me, so asked again to speak with someone above him, he pretended not to hear me. He heard me just fine and when I ask to speak to someone above him then oh I can't hear you we are having a bad connection.
Business Response
Date: 01/30/2024
******* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter records indicate on January 26, 2024, a Charter representative spoke with Ms. ********* regarding Charter's Business Policy of Monthly Subscription Service. Advised the policy is printed on every billing and part of the Terms and Conditions signed when subscribing to Spectrum services. An adjustment to her account is not warranted.

A Charter representative contacted Ms. ********* on January 26, 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:01/19/2024
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.
I have had service issue with internet service, when I called to troubleshoot with company I was set up for a service call. Tech came to house did not check the lines, just changed the router and we are still having issues. The tech seemed as if he was bothered to be there working. This tech is lazy why you hire employees like that I don’t understand. This tech checked nothing I pay to much for this service and when I need help I get mediocre service and the I don’t care attitude. I need this checked and fixed the right way and maybe give you associate some better training on dealing with the public.
Business Response
Date: 02/02/2024
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Mr. **** ****** involving a service concern.

Currently, Charter is reviewing the concern and will be in contact with Mr. ****** while working towards a resolution.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:01/19/2024
Type:Customer Service 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.
Spectrum has 3 ways to order upgrades. I used both their website and app. Neither registered an upgrade correctly, as they can only ship one thing to one house at one time. I waited over a week for my modem, only for the modem to be the wrong one for my service. They didn't even realize I had signed up for an upgrade, which I did, twice. It took over an hour of chatting plus a supervisor. They only said sorry and didn't seem to care about any of my feedback about the site and app not working. They offered no solution except sending another modem, which I have to wait another week for, and then will more than likely be unable to set up because their services do not work. Then I will have to contact them yet again to do it for me. Overall, I have spent almost 3 hours trying to set up the internet FOR THEM, and I still do not have the service I ordered until I set up yet another modem in a week. I fully expect this to have taken 4 hours of my life because they are an ISP that doesn't have a functioning website or app.
Business Response
Date: 02/02/2024
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ******************************   *** ** *** ******** ************* ******* ***********

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

Currently, Charter is reviewing the concern and will be in contact with Mr. ************* while working towards a resolution.

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

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

Currently, Charter is reviewing the concern and will be in contact with Mr. ************* while working towards a resolution.

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

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

Currently, Charter is reviewing the concern and will be in contact with Mr. ************* while working towards a resolution.

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

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

Currently, Charter is reviewing the concern and will be in contact with Mr. ************* while working towards a resolution.

Regards,
Corporate Escalations
Charter Communications
Business Response
Date: 02/07/2024
******** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************* **** ******* ***********

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

Charter was unable to address Mr. *************’s concerns without speaking to him for additional information.

A Charter representative attempted to contact Mr. ************* on January 23rd, 24th, 26th, 27th and 31st of 2024 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 February 1, 2024, 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
Business Response
Date: 02/07/2024
******** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************* **** ******* ***********

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

Charter was unable to address Mr. *************’s concerns without speaking to him for additional information.

A Charter representative attempted to contact Mr. ************* on January 23rd, 24th, 26th, 27th and 31st of 2024 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 February 1, 2024, 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
Business Response
Date: 02/07/2024
******** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************* **** ******* ***********

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

Charter was unable to address Mr. *************’s concerns without speaking to him for additional information.

A Charter representative attempted to contact Mr. ************* on January 23rd, 24th, 26th, 27th and 31st of 2024 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 February 1, 2024, 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
Business Response
Date: 02/07/2024
******** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************* **** ******* ***********

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

Charter was unable to address Mr. *************’s concerns without speaking to him for additional information.

A Charter representative attempted to contact Mr. ************* on January 23rd, 24th, 26th, 27th and 31st of 2024 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 February 1, 2024, 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: 02/08/2024

Complaint: ********

I am rejecting this response because:
Charter did not make any offer to adjust my billing for my time spent dealing with issues that they caused by having a non-functioning website and application. Their service has been completely dropping regularly for a split second for over 2 months. They only attempted to call me during work hours. I do not have time to talk on the phone with them as I have already wasted 3 hours with their customer support, an hour on the Better Business Bureau Complaint. I am waiting for them to actually offer a solution instead of requiring me to explain the problem for the 5th time only for them to offer nothing yet again.
Sincerely,

**** *************
Customer Answer
Date: 02/08/2024

Complaint: ********

I am rejecting this response because:
Charter did not make any offer to adjust my billing for my time spent dealing with issues that they caused by having a non-functioning website and application. Their service has been completely dropping regularly for a split second for over 2 months. They only attempted to call me during work hours. I do not have time to talk on the phone with them as I have already wasted 3 hours with their customer support, an hour on the Better Business Bureau Complaint. I am waiting for them to actually offer a solution instead of requiring me to explain the problem for the 5th time only for them to offer nothing yet again.
Sincerely,

**** *************
Customer Answer
Date: 02/08/2024

Complaint: ********

I am rejecting this response because:
Charter did not make any offer to adjust my billing for my time spent dealing with issues that they caused by having a non-functioning website and application. Their service has been completely dropping regularly for a split second for over 2 months. They only attempted to call me during work hours. I do not have time to talk on the phone with them as I have already wasted 3 hours with their customer support, an hour on the Better Business Bureau Complaint. I am waiting for them to actually offer a solution instead of requiring me to explain the problem for the 5th time only for them to offer nothing yet again.
Sincerely,

**** *************
Customer Answer
Date: 02/08/2024

Complaint: ********

I am rejecting this response because:
Charter did not make any offer to adjust my billing for my time spent dealing with issues that they caused by having a non-functioning website and application. Their service has been completely dropping regularly for a split second for over 2 months. They only attempted to call me during work hours. I do not have time to talk on the phone with them as I have already wasted 3 hours with their customer support, an hour on the Better Business Bureau Complaint. I am waiting for them to actually offer a solution instead of requiring me to explain the problem for the 5th time only for them to offer nothing yet again.
Sincerely,

**** *************
Business Response
Date: 02/22/2024
******** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ******************************   *** ** *** ******** ************* ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by Mr. ************* involving a sales 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
Business Response
Date: 02/22/2024
******** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ******************************   *** ** *** ******** ************* ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by Mr. ************* involving a sales 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
Business Response
Date: 02/22/2024
******** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ******************************   *** ** *** ******** ************* ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by Mr. ************* involving a sales 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
Business Response
Date: 02/22/2024
******** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ******************************   *** ** *** ******** ************* ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by Mr. ************* involving a sales 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
Business Response
Date: 03/01/2024
***** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************* **** ******* ***********

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

Charter was unable to address Mr. *************’s concerns without speaking to him for additional information.

A Charter representative attempted to contact Mr. ************* on February 15th,17th,21st, 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 February 22, 2024, 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
Business Response
Date: 03/01/2024
***** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************* **** ******* ***********

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

Charter was unable to address Mr. *************’s concerns without speaking to him for additional information.

A Charter representative attempted to contact Mr. ************* on February 15th,17th,21st, 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 February 22, 2024, 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
Business Response
Date: 03/01/2024
***** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************* **** ******* ***********

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

Charter was unable to address Mr. *************’s concerns without speaking to him for additional information.

A Charter representative attempted to contact Mr. ************* on February 15th,17th,21st, 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 February 22, 2024, 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
Business Response
Date: 03/01/2024
***** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************* **** ******* ***********

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

Charter was unable to address Mr. *************’s concerns without speaking to him for additional information.

A Charter representative attempted to contact Mr. ************* on February 15th,17th,21st, 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 February 22, 2024, 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
Initial Complaint
Date:01/19/2024
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.
They dont deserve the 1 star. not sure why i stayed but they took the1 year promotion i signed up for away from me 4 months early and over charged me $200 and said it was a valued charge and cannot refund or credit sorry.... I have spoke to every department and supervisor possiable and for everyone of them to tell me sorry nothing we can do. I actually had one tell me that in quote " this is an is what it is situation " The main reason i decided to with them was the promo. Worst company i ever had to deal with. #spectruminternet #SpectrumCable #Spectrumbundle going to ******* i signed up for bundle business internet and land line to get 1 year free cell phone. The day i signed up tbey took my mobile made it residential and my business to a separete. Residential . They couldnt install residential to a commercail building resceduled later week. Changed the shop to business account but ledt the mobile to residential this is where tbings get screwed up. They wouldnt give me the promo. So after 30 hours on and off the phone i got someone to switch it the names to match so both accounts said my shop name still seperate accpunts but i got the promo 7 months later tbey took ot away and said they will no reverse and to 4 mo ths of $46 and refuse to give me the promo lr credit my account. Then tell me to pay off my cell cancel with tbem trasfer my number to boost then cancel with them to sign up new account ?? hahahaha a joke im not paying mpre momey on there screw up I have 50 plus hours of talking to them on the ohone over the course of 4 months. Im a one man small business that charges 125 and hr thats $6250 in labor lost
Business Response
Date: 02/02/2024
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** *********** ******* ***********

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

Currently, Charter is reviewing the concern and will be in contact with Mr. ******* while working towards a resolution.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:01/19/2024
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.
I ordered a mobile phone for daily use and after 3 days spectrum had not been able to port my phone number from my previous phone servicer. I canceled my spectrum mobile service and shipped this phone back. They are billing me for this phone stating I have scratched it. There is no possible way I put scratches on the phone. I was told may have happened in shipping and I was responsible. That should not be my responsibility. I have been a spectrum internet customer for many years
Business Response
Date: 02/02/2024
******** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** **** ******* ***********

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

Charter records reflect that Ms. **** spoke with a Charter representative on January 31, 2024. After an investigation, the representative agreed to remove the charge for the device and a billing adjustment was applied to the account. Ms. **** confirmed satisfaction and considered this matter resolved.

A Charter representative contacted Ms. **** on January 31, 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:01/19/2024
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.
Received notice that Spectrum incorrectly filed an erroneous delinquency of $205 with the credit bureaus. I discontinued all spectrum services in October 2023 (or earlier, paid/satisfied any remaining balance and returned all equipment promptly. When I tried to discontinue the services I was transferred a lot until I finally got someone who begrudgingly fulfilled my request to discontinue. My discontinuation was quickly followed by several Spectrum Sales Reps that solicited me to return, some sales rep sharing if I want to protect my credit rating I should consider returning.
Business Response
Date: 01/31/2024
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This letter is in response to your correspondence regarding the complaint submitted by Mr. ******* ********** involving a billing concern.

Charter records indicate a Charter representative spoke with Mr. ********** and explained his account balance with him. After an extensive breakdown, Mr. ********** it was determined his final balance will reflect a zero balance.

A Charter representative contacted Mr. ********** on January 25, 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:01/19/2024
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.
How is Spectrum allowed to go back into your bank account after a payment was taken out and charge you a return fee? This has happened the last 2 months and when I call they say they didn’t charge me 20$ . A payment was taken out of my account on January 12th . On January 19th a 20$ return fee was taken out of my account. At NO time did I ever authorize them to go back into my account and take money.
Business Response
Date: 02/02/2024
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This letter is in response to your correspondence regarding the complaint submitted by Ms. ********* ***** involving a billing concern.

Currently, Charter is reviewing the concern and will be in contact with Ms. ***** while working towards a resolution.

Regards,
Corporate Escalations
Charter Communications
Business Response
Date: 02/11/2024
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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 January 27, 2024, to acknowledge her concern regarding returned payment fees posted to her bank account. The representative discussed Charter’s policies and processes regarding returned payments, which are handled by a third party company. As a courtesy, a one-time adjustment has been applied to the account.

A Charter representative contacted Ms. ***** on January 27, 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:01/19/2024
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.
So back in later October they started being check payments made and then it kept going on to the point that it had my account like credited over 2,000.00 and when i looked at it and caught my spectrum account. being that much credited so i notified spectrum and they start applying the credits but then when i got my bill they want 700.00 which is due January 25 2024 which for one i dont think i owe that much money when i shouldn't be held responsible for the return payment fees when i didn't do it and i have notified spectrum but they don't seem to want to fix it right away. They want me to make a payment on the bill when that not an accurate bill and i want something done right away that is why i am filing a complaint .
Business Response
Date: 02/01/2024
******* *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** ******* ***********

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.

Regards,
Corporate Escalations
Charter Communications
Business Response
Date: 02/09/2024
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records indicate on January 30, 2024, a representative spoke with Ms. ***** regarding the matter. The cause of the issue has been identified and addressed. An adjustment has been placed on the account and proper expectations have been set. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.

A Charter representative contacted Ms. ***** on January 30, 2024 and discussed the above information. The representative provided Charter’s direct contact information to Ms. ***** for future reference.

Regards,
Corporate Escalations
Charter Communications

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