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

15,126 total complaints in the last 3 years.
5,020 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:06/23/2023
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 called to cancel my service with Spectrum where I had internet and cable with them. I was getting the new package of internet with a cell phone free for the first 12 months (49.99) and adding a second line. I had to go through numerous calls to get this set up when it was not done on the first call with Wayne on 6/3/23. I had to call back on Sunday 6/4/23 and was unable to get any assistance. I called on Monday, 6/5/23 and had to again request a supervisor, which the lady advised she spoke to one and got the package taken care of, but I would not receive any money reimbursement when my bill ended on 6/28/23 and I had paid it on or about 5/26/23. I wanted to know why I wasn't going to be credited my money that I paid toward my cable and rental. My cable box was immediately turned in on 6/8/23 and I was advised that Spectrum just didn't reimburse monies. When I turned in my cable box the employee agreed that I should file with the BBB, because it wasn't right that Spectrum took free money from people when it is rightfully owed to them, and more people should stand up for their rights against them for it! If a copy of the bill and date paid is needed, I can provide that as well as Spectrum has those records.
Business Response
Date: 06/29/2023
**** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** **** ******* ***********

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

Charter’s records indicate a Charter representative spoke with Mr. **** and discussed Spectrum’s Monthly Subscription Service (MSS). An adjustment has been applied and interactions have been reviewed in an effort to identify coaching and retraining opportunities.

A Charter representative contacted Mr. **** on June 28, 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: 06/29/2023

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:06/23/2023
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.
Spectrum has sent me to collections over an inaccurate bill. I called spectrum a few months ago and verified I didn’t have an past due balance. They then sent me to collections to causing my score to drop 25 points. I’ve called several times and they have refused to escalate this issue. Account # **********
Business Response
Date: 07/03/2023
**** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter records reflect a representative contacted Mr. ******* on June 29, 2023, to acknowledge his billing, and collections concerns. The representative reviewed the timeline of the service dates, and when the bills generated. The findings confirmed the debt was valid, and a notification has been sent to collections, to indicate it has been paid in full.

A Charter representative contacted Mr. ******* on June 29, 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:06/23/2023
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 previously filed a complaint about Spectrum's deceptive and predatory business practices surrounding their advertised speeds and actual speeds (upload speed), which were wholly inadequate for $80/mo. I received a lackluster offer of a "credited upgrade for 3 months to increase desired upload speed" after which I was required to then reduce my speeds back down to keep my bill down or suck it up and pay the increased rate, which was already a terrible PR conclusion. A new ISP finally surfaced in our monopolized area and we jumped ship so fast that we flipped the metaphorical boat. We now get consistent speeds 100x faster for a lower price. I do not regret my decision one bit. Spectrum, however, persists in their abhorrent business practices and has sent my former bill to collections. I found out after receiving letters and phone calls requesting I pay the full former bill for the month that I dropped their service and switched. The month that I switched was the month that I received service for no more than 4 days. I will not be paying a bill for a full month of service for a whopping 4 days of use. They refused to prorate the bill, so I am refusing to pay it. I did not receive service for the amount I was billed and due to them sending the full, non-prorated, non-fully-serviced bill to collections, I am now forced to file yet another complaint in the hopes that someone over at spectrum isn't a corporate monster and is capable of putting this to bed. I will not be returning and I will not be paying this predatory and unreasonable bill. I will not be paying a pro-rated bill at this point, either. I offered that opportunity and Spectrum chose greed before reason. I am requesting a dismissal of my "debt" and for spectrum to leave me alone from here-on.
Business Response
Date: 07/06/2023
**** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter's records reflect that a Charter Representative spoke with Mr. ********* and explained Charter's billing policy. A billing adjustment has been applied to Mr. *********’s account for his concern.

A Charter representative communicated with Mr. ********* on June 28, 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: 07/08/2023

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:06/23/2023
Type:Delivery 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.
Talked to several customer service reps on the phone (2 hours invested) trying to get 2 wifi pods (extenders to correct their sorry service). Since I have an open work order (modem relocation) they can't just mail the pods (their internal procedure). Sent me to a retail store.....Spent 1 hour there for them to tell me the same thing. I am wondering if someone at Spectrum actually wants the increased revenue? At what point does someone actually care?
Business Response
Date: 07/04/2023
**** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

Charter records reflect a technician made the necessary repairs and applied a billing adjustment for the service concerns.

A Charter representative contacted Mr. ****** on June 30, 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:06/23/2023
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.
Thursday June 22, 2023 My home phone through Spectrum wasn't working. I had my daughter ****** to call to see what the problem was. I was told the phone had been disconnected by someone, though they couldn't give me a name of who. Since the bill is in my son **** ***** name I called to make sure he hadn't called. He hadn't. The person on the phone made several other suggestions of how it might have been disconnected. Like maybe a neighbor was moving and gave the wrong number. I have a 4 number security number. Why wasn't that verified? Or my address? I was upset because at the age of 92 and various medical conditions I need my phone to be safe. But they told me I'd have to pay $60. to get it turned back on. What's to keep them from turning it off and charging $60. to turn it back on over & over again. My only income is social security so $60. is a lot of money but I have no choice. All of this happened in less than 8 hrs. today.
Business Response
Date: 07/02/2023
**** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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. ****** and explained the charges in question have been removed from her account.

A Charter representative contacted Ms. ****** on June 30, 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:06/23/2023
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.
We were told by customer service last year that our slow service would improve if we upgraded from $64 a month ultra $120 a month 1g internet. Our speeds never improved. We called and had multiple techs to the house the 1st tech told us that he would request a node service in our area to improve speeds but that 1g in our area wasn't really possible! We called CS and they assured us that the tech was wrong and our speeds would be better. That never happened we never got speeds over 500/600. We where told today that they not only installed the separate business line wrong in our house which they charged our employer for but that because they have not upgraded the node splits we will not get 1G internet. We were even told today that the specs of their wireless router doesn't even have enough power to give us 1G even if coming in off the line 1g speeds were available. So I spent $720 more last year for a service they could not even fulfill. When I called customer service today, they got me to billing who told me that they'd offer me $29 for the few days that we called into complain about the issue. Taking no responsibility for our right lying to us when they sold us the service or for when we called back the first time the tech visited and not for today.. when the tech fully admitted at our house that 1G was never possible. Spectrum commuted theft by deception by selling us service they could not provide. They owe us $720.
Business Response
Date: 07/06/2023
**** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** involving Internet speed and connectivity concerns.

Currently, technicians have replaced equipment, and run speed tests.

At this time Charter will continue to monitor Ms. ******’s services for 7 days to ensure the service issue was fully addressed.

Charter’s direct contact information was also provided to Ms. ****** in the event they have any questions or concerns as we continue to work towards a resolution.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 07/06/2023

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:06/23/2023
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 have had charter spectrum for years for my house and my cell phone now we just switched to all new phones due to issues regarding our last account I have now had to contact them every month to get my bill credited due to them trying to charge me for phones I do not have and sent back with them on the phone and the postage info my accounts are still a disaster and I have to spend hours on the phone with them to get it handled! I had one supervisor assigned to this he is no longer returning my calls and I shouldn’t have to explain to 8 different workers the problems they have caused and why and what happened! Tickets were suppose to be filed to help resolve issues and they still haven’t filed them and every month the employee on the phone or employees should I say have no idea what they have done and have never seen an account like this . I need it fixed I shouldn’t have to do their jobs I am also in customer service and this is a disaster and continues to be a disaster almost 3 years now with mistakes they made waisting my time trying to fix!
Business Response
Date: 06/29/2023
**** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter’s records reflect the adjustment in question was applied to Ms. *********’s mobile account and the customer confirmed that she was able to see the adjustment on her account.

A Charter representative contacted Ms. ********* on June 29, 2023 and discussed the above information..

Regards,
Corporate Escalations
Charter Communications

Initial Complaint

Date:06/23/2023

Type:Billing Issues

Status:

Answered

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 cancelled and disconnected my service at the end of May knowing that Spectrum bills month to month, however Spectrum continue to bill me until June 16. They explained that month to month is every 30 days, but for me I interpret month to month as the beginning and end of each month.

Business Response

Date: 07/05/2023

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

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. ******** explaining that Charter is a monthly subscription service company and no longer provides prorates for services disconnected prior to the end of their billing cycle. A credit adjustment has been applied to his account for his concern.

A Charter representative contacted Mr. ******** on June 24, 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: 07/28/2023

I cancelled my account with Spectrum on May 31st and clearly requested not to be billed by June. Spectrum continue to bill me $79.99 even though I clearly requested to stop the service by end of May. My service is disconnected but they continue to charge me. I need the due amount to be adjusted to bill only the service that I have used which is May 31st.

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’s records reflect the account was billed accurately. A Charter representative has previously relayed this information to Mr. ********. This is in accordance with Charter’s Monthly Subscription Service policy, which is printed on each billing statement. Charter’s stance on this matter is unchanged and we consider this complaint closed.

Regards,
Corporate Escalations
Charter Communications

Initial Complaint
Date:06/23/2023
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.
We called Spectrum over a year ago to cancel the Spectrum TV service and the bill went down. Now upon looking at past bills going back to June 2022, they added the service back. This caused us to pay 240$ for a service we didn't use or want.
Business Response
Date: 07/03/2023
**** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Mr. ****** ***** involving a billing concern.

Charter records reflect on June 28, 2023, a representative contacted Mr. ***** to acknowledge and discuss his concerns. The account was reviewed, and a billing adjustment was made.

A Charter representative contacted Mr. ***** on June 29, 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: 07/03/2023

Complaint: ********

I am rejecting this response because: Spectrum should keep track of changes on accounts for at least 1 year. The phone call was almost 1 year to the date. Spectrum adjusted the bill but didn't refund the previous charges. If they could stop part of the billing when requested, why not everything asked. This cost me 220$ since they didn't remove all the charges.

Sincerely,

****** *****
Business Response
Date: 07/12/2023
**** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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 that the account has been updated and a credit applied for his concern.

A Charter representative contacted Mr. ***** on July 12, 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: 07/12/2023

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:06/23/2023
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.
Recently I switched to 500MBPS as a resolution to a prior complaint. (I did not ask for 500MBPS.) They are retaliating by slowing my internet speed down to less than 100MBPS. I am the only one using internet here. I should NEVER have to see a picture load. I would prefer not to talk to you ***** on the phone. If you decide to call, talk like a human and not the fake customer service meant-to-annoy voice. And don't put my number on a spam list again like you did the last time.
Business Response
Date: 07/06/2023
**** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** ******* ***********

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

Currently, technicians have made repairs to Ms. ******’s wiring, and continue to watch signal levels at the plant.

At this time Charter will continue to monitor Ms. ******’s services to ensure the service issue was fully addressed.

Charter’s direct contact information was also provided to Ms. ****** in the event they have any questions or concerns as we continue to work towards a resolution.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 07/09/2023

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. In future, when they suggest upgrades maybe they should install equipment themselves.

Sincerely,

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

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Charter Spectrum is NOT a BBB Accredited Business.