Business Profile

Cable TVs

Charter Spectrum

Headquarters

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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

15,103 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:07/28/2023
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.
In Febuary of 2022, I discontinued my service with Spectrum as an internet provider, switching to ***. I called in to disconnect my service and was told as long as I return my equipment, I would not be billed any longer. The equipment was turned in the same day to a local office. However, Spectrum continued to bill me for several months afterwards. They did finally stop, and some adjustments were made on their end. I thought they had finally resolved it. Now they have sent it to collections and is affecting my credit adversely. I've attached the first statement for the service provider I switched to, showing that I had begun using a new service.
Business Response
Date: 08/11/2023
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter records reflect a representative spoke with Mr. ******* advising that the equipment charges were removed from the account. Mr. ******* was informed that the remaining account balance is owed.

A Charter representative contacted Mr. Karetas on August 2, 2023 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: 08/11/2023

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. Charter has fixed the billing and had my credit updated to be accurate.

Sincerely,

****** *******
Initial Complaint
Date:07/28/2023
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.
Spectrum is sending equipment (modem, box, etc.) when not not requested or purchased by myself. They will then charge you for that equipment if it is not returned. I would like compensation for my has and time that I had to spend to return this equipment to a *** store. The Spectrum store refused to take the equipment.
Business Response
Date: 08/11/2023
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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. ***** advising him that his account has been closed and reflects a zero balance. Mr. *****’s information has been removed from Charter’s system to prevent further communication.

A Charter representative contacted Mr. ***** on August 10, 2023 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:07/28/2023
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 have filed my 2nd appeal about damages to my equipment. I described it to them, they rejected it, but it is because of them. I talked 1 1/2 hours with them and they refused to help me. I would like for them to fix the equipment or provide some compensation for this.
Business Response
Date: 08/11/2023
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ************ **** ******* ***********

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

Charter records reflect a representative spoke with Mr. ************ and offered a settlement for the modem and router. Mr. ************ accepted the offer.

A Charter representative contacted Mr. ************ on August 11, 2023 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: 08/11/2023

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:07/28/2023
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've been having a service with Spectrum for Internet, TV, and landline phone for a long time. In around the beginning of this year 2023 I renewed my service and Spectrum sent me a ******* tablet with instruction if I did not use it and returned it then they would not charge me monthly. I did promptly return the tablet. However, Spectrum keeps charging me monthly. I called Spectrum several times. First they could not find the returned tablet. Then they passed me around several times on the phone. Finally they found the tablet and promised to stop the charge and return all the money the had charged me previously. That was in May 2023. Then they charged for the amount of $22.33 the next month (Jun 2023). I called back and they said the person took care of my previous call (Pier) added a note but did not create the ticket, therefore they kept charging me by mistake. The the customer service person (Natalia) created the ticket and said Spectrum would refund all my money and stop the charge. This month they continue with the charge without returning my money. I have no choice but ask BBB to please help with this matter.
Business Response
Date: 08/07/2023
****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by *** ****** involving a billing concern.

Charter records reflect that a Charter representative spoke with Mr. ****** and listened to his concerns. After reviewing the account, it has been determined that a billing adjustment has been made and refunded. Mr. ****** has been assured the account is deactivated and there will be no further charges.

A Charter representative contacted Mr. ****** on August 2, 2023 and discussed the above information.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 08/09/2023

Better Business Bureau:
I accept the business response but it is not accurate. Spectrum representative called me and after discussion they issued another another refund in the amount of $17.56.

Sincerely,

*** ******
Initial Complaint
Date:07/28/2023
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 07/28/23 I received a bill from Spectrum Internet regarding my payment due for August. upon opening the bill I noticed a 25.00 charge for Rejected Payment Fee. I had a bill due on 08/04 that was scheduled for Auto Pay on a card that had expired. I received an email on 07/06 stating that my payment on 07/05 was not processed and to make payment immediately. I paid the bill immediately upon receipt of the email on 07/06 as you can see on my statement. When I spoke with the lady on the phone, she said she could possibly check to see if she could waive the fee. She then said she could not because they can only do this once every 12 months. I asked where does it say this, and she said in the terms and conditions. Attached are the terms and conditions and it does not say if your card fails we reserve the right to charge 25.00 each time. I asked what bank presented the charge back or was this an internal arbitrary charge and she stated its in the terms and conditions "on the web". After looking at their auto pay information attached it only shows "You may be charged a fee". They don't say what this fee is, it is made up and technically could be anything. I would like to have this charge of 25.00 removed from my account and specific language added to their website showing that spectrum is at whim collecting "fees" of any denomination if your card does not go through even if a payment is made that day from a solicited email asking for payment. I had them turn off auto pay, because you could not pay your bill for 2 weeks and they don't ask for anything other than the original amount. Please have them provide what bank is collecting the charge back or is this an internal profit scheme for them taking advantage of the consumer. Their email for legal is ******************
Customer Answer
Date: 08/02/2023
Spectrum Internet Called me today and this was resolved and the 25.00 credit was added to account. Problem resolved, thank you for your help.
Initial Complaint
Date:07/28/2023
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 paid my Spectrum bill, $209.02, in advance of its due date, Aug 5, 2023. An *** representative called on me after I had already paid my Spectrum bill, and basically made me an offer I couldn’t refuse. I am now switching my internet/TV service to *** on August 2. I have been informed by Spectrum that I will receive no refund when my service ends. Even though I am ending service before the due date! This just does not seem legal to me and I feel I am due a refund of those funds.
Business Response
Date: 08/07/2023
****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

Charter records indicate that on August 01, 2023, a representative spoke with Mr. ****** and explained that the charges on his final bill are valid. This is in accordance with Charter’s Monthly Subscription Service policy, which is printed on each billing statement.

No billing adjustment is warranted.

The representative provided Charter’s direct contact information to Mr. ****** for future reference.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:07/28/2023
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 was not happy with the service Specrtum provided so I obtained internet service from ******** on 7/7/23. I wanted to make sure everything was working prior to cancelling my Spectrum service. I called to cancel the service on 7/28/23. I made sure to pay any outstanding balance prior to the call thinking they would refund me for the days in the billing cycle after the cancellation date. I was told they charge by the month and are going to keep the entire payment even though I cancelled on 7/28/23 with the equipment to be returned via *** no later than 7/29/23.
Business Response
Date: 08/07/2023
****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. **** ***** involving a billing concern.

Charter records reflect that a Charter representative spoke with Ms. ***** to discuss her concerns with Charter’s Monthly Subscription policy. The representative explained that a prorated adjustment will be applied for the 14 days remaining in the billing cycle.

A Charter representative contacted Ms. ***** on August 2, 2023 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:07/28/2023
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 are charging me for five boxes the man picked up 3 boxes on 06/06/2023. They are charging me $1049.36. I only have two boxes. The man never turned the boxes in. The boxes are obsolete. I have the man telephone number. I have called him and he never responds. The job number #***** and his name Todd and his work number is ###-###-####. This is all the information that I have. I would like for the business to get ahold of Todd and see what he did with these boxes. I never did get a receipt that he turned in the boxes.
Business Response
Date: 08/10/2023
****** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by Ms. **** involving equipment charges.

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

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:07/28/2023
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, along with my roommate, have used Spectrum at our current address for two years. In spring 2023, we began having extreme internet issues--a near constant intermittent connection with multiple drops every 10 minutes, on a daily basis. We were told by one service technician we were having hundreds of drops per day. We have had several service technician visits during this time period, with another scheduled. None have resulted in any solutions. The causal theories vary widely from visit to visit, with little proof behind any one of them. I have spent countless hours speaking with Spectrum about this, to no avail. I have been told to work elsewhere instead (instead of in the home with internet I pay for). To report it every time it happens (every few minutes) as Spectrum is not able to detect it properly. That what the last person told me on the phone ten minutes ago is actually untrue, it's the opposite. That the notes on what maintenance did that the technician said would be accessible to customer service is not. That software updates take a few days to start working. That a technician showing up 1 hour and 45 minutes late to an appointment (causing me to have to cancel other engagments) is unavoidable. That I do in fact have connection when I know do not. That there are detection issues causing Spectrum to be unable to see if I truly have a connection or not. Paying for such service has been an outrage, and going through the back-and-forth of maintenance even worse. I was given $10 credit today from Billing, enough to offset 4 days of outages. I wish this had only lasted four days--it's been nearly as many months. Due to this treatment, I no longer believe Spectrum intends to resolve this. I do believe there is a chance they would completely cut off our connection or further throttle us in retaliation for this complaint, but I also believe that could not possibly be worse than continuing to pay for this service.
Business Response
Date: 08/10/2023
****** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** ******* ***********

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

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: 08/21/2023
Since my last complaint, the intermitant internet issue was not addressed, so I cancelled my service. I was given incorrect information by a Spectrum customer service representative that has resulted in me being charged for an additional month of service. Instead of cancelling before the new cycle began, I was told to wait until halfway into my billing cycle to cancel, resulting in the charge. I have been told a refund (or even a pro-rated bill) is not possible for this situation, despite me having received incorrect information through no fault of my own. I have received conflicting information on who to contact for a resolution. I have been threatened by Spectrum sending my last month's bill to collections if I don't pay due to their error. This is extremely frustrating and time consuming, and I would advise others to look elsewhere.
Business Response
Date: 08/22/2023
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** ****** involving a service concern.

Charter records indicate a representative communicated with Ms. ****** about her service concerns. Charter was repairing service concerns in the area; however, Ms. ****** requested services to be disconnected prior to the repairs being completed.

A Charter representative attempted to contact Ms. ****** on August 18, 2023, and left a voicemail regarding the above information. The representative provided Charter’s direct contact information to Ms. ****** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 08/22/2023

Complaint: ********

I am rejecting this response because:
Concerning ongoing repairs, I was told that the pedestal repair took place and had already been completed (actually this was only confirmed after I reached out to ask, I wasn't notified as promised). However, this did not resolve the issue. All other repairs I was told about were not ongoing and took place during the service visits, and those did not address the issue long-term either. I am not aware of ongoing repairs or any issues or lack thereof that my neighbors were experiencing. I have asked, but Spectrum did not have that information. Over several service technician visits (the last of which the technician was a no-show), a lasting repair was not found. I have the direct contact information for one Spectrum employee and have been told by him directly that there is nothing he can do.
I was not willing to wait indefinitely for a repair, and I was not able to use the subpar internet Spectrum provides. The insinuation that there was not enough time for repairs to be made before the discontiuation of service is false--Spectrum had months and many opportunities.
Given that I was told incorrect information by Spectrum concerning when to cancel, I am also not willing to pay for my entire last month's internet service. I have already done so to avoid Spectrum's threat of collections, so I want a refund.

Sincerely,

****** ******
Business Response
Date: 09/01/2023
********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** ****** involving a billing concern.

Charter’s records reflect a Charter representative spoke with Ms. ****** and discussed Spectrum’s Monthly Subscription Service. An adjustment has been applied to the account.

A Charter representative contacted Ms. ****** on August 31, 2023 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:07/28/2023
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.
Today July 27 2023 I canceled and returned my Spectrum equipment. I ask to have the bill prorated. I was told by the representative my billing dates are July 22 through August 21 2023 and that Spectrum does not prorate. I used 6 of the 31 days and I don't feel I should have to pay for unused days. I have been a long time customer with Spectrum and there have been many times when there was service interruption and I was not compensated. The amount due is $118.93 The approximate daily rate is $3.84 for 5 days total $19.20. My portion due should be approximately $19.20.
Business Response
Date: 08/10/2023
****** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** ******* ***********

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

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: 08/15/2023
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ******** ***** involving a billing concern.

Charter’s records reflect that a Charter representative spoke with Ms. ***** on August 10, 2023 to acknowledge her billing concern. The representative went over the Monthly Subscription Policy that is located on every statement. Ms. ***** confirmed she was made aware of this policy when disconnecting her services. No credit or adjustment will be made.

A Charter representative contacted Ms. ***** on August 8, 2023, 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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Charter Spectrum is NOT a BBB Accredited Business.