Complaints

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

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• 

  Charter Spectrum

  400 Atlantic St Fl 10 Stamford, CT 06901-3512

• 

  Charter Spectrum

  12405 Powerscourt Dr Saint Louis, MO 63131-3673

• 

  Charter Spectrum

  801 Charter Commons St # 941 Twn And Cntry, MO 63017-0608

• 

  Charter Spectrum

  647 Clinic Rd Hannibal, MO 63401-3607

• 

  Spectrum

  1005 N 16th Ave Yakima, WA 98902-1351

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:07/20/2023

  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 am filing a complaint about Charter Communications for charging me an amount but they did not give me a chance to pay the amount I owe. They never sent me a bill and now they have sent my information to Collect Agencies although they never called me, they never sent a final bill. I have been trying to log online to pay the bills but it seems that they have deleted my account from their system.

  Business Response

  Date: 07/31/2023

  **** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ****** **** ******* ***********
  
  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 equipment charges in question have been removed from her account. Ms. ****** was informed the remaining outstanding balance of her account is accurate, and no further adjustments will be applied.
  
  A Charter representative contacted Ms. ****** on July 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
  
  

  Customer Answer

  Date: 08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Payment was made and proceeded on July 20th 2023.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/09/2023

  ****** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ****** **** ******* ***********
  
  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 July 30, 2023, to acknowledge her final billing concerns. The payment made by Ms. ******  on July 20, 2023, was returned to her bank. Ms. ****** has requested that Charter does not make further contact regarding this matter. Ms. ****** was given direct contact information if she has additional concerns.
  
  
  Regards,
  Corporate Escalations
  Charter Communications

• Initial Complaint

  Date:07/20/2023

  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.

  Spectrum continued to charge me for Internet services after I had cancelled on March 6, 2022. It took 3 phone calls to their customer service before the service ever got cancelled. Cancelling internet service shouldn’t be this difficult. I sent their equipment back to them via *** store and thought the matter had been resolved. After a year, I have been turned into collections for not paying the bill I didn’t owe. I called to resolve the issue with Spectrum and the customer service rep argued with me about the charges even after I explained the trouble I’d had with Spectrum previously. They were unwilling to help resolve the situation and instead told me I was wrong and that I had not cancelled. They claim to have records of the 2 phone calls I made after to get the service cancelled, but not the first one. This is their mistake in the first place. Customers should not be responsible for an employee’s mistake. Spectrum has now turned me into collections and is demanding money that I don’t owe them. This is Spectrum’s mistake and they are unwilling to amend it. It is not my responsibility to pay for their mistake. After contacting Spectrum several times, they have still not resolved the issue. First, I’ve been charged for services I cancelled and now, Spectrum is destroying my credit. I’ve disputed this on my credit report. I’m refusing to pay because I don’t owe Spectrum anything in the first place. Is this always how Spectrum deals with customers who’ve tried canceling their service? All this so Spectrum can make an extra $80.

  Business Response

  Date: 08/01/2023

  ****** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ***** **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Ms. ******** ***** involving a billing concern. 
  
  Charter was unable to address Ms. *****’s concerns without speaking to her for additional information. 
  
  A Charter representative attempted to contact Ms. ***** on July 25th, 27th and 30th of 2023, using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Ms. *****.  On July 30, 2023, Charter mailed Ms. ***** a letter with Charter’s direct contact information.  It is Charter’s recommendation that Ms. ***** contacts Charter directly to expedite a resolution.
  
  Regards,
  Corporate Escalations
  Charter Communications

  Customer Answer

  Date: 08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have tried to return these phone calls and have not had any luck getting in touch with anyone who has left messages, even at their direct lines. Also, the times of day that you are calling are extremely inconvenient. For example, I was contacted last night at 8:50 PM. I have not even had a chance to contact anyone today between my work schedule and sleeping. This is all just so ridiculous that I’m about to just throw in the towel.
  Spectrum, you win! This is just how you treat customers. I will never do business with you again. And I will continue to fight the collection agency regarding these charges. 

  Sincerely,
  
  ******** *****

  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 a representative contacted Ms. ***** to acknowledge her billing issue. She was informed about the monthly subscription billing policy and a credit has been applied to her account.
  
  A Charter representative contacted Ms. ***** on August 1, 2023 and discussed the above information. The representative provided Charter’s direct contact information to Ms. ***** for future reference.
  
  Regards,
  Corporate Escalations
  Charter Communications

  Customer Answer

  Date: 08/07/2023

  
  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:07/20/2023

  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 been paying for a service that I was told it was MANDATORY in order to have internet service in my home. So I e been paying for cable tv for the past 3 years and NEVER KNEW I WAS PAYING FOR THIS SERVICE AND NEVER USED IT!!!! My bill just kept going up and I attempted calls to customer service and all they did was change my plan for now…. Nothing about all the money they stole from me through the 3 years I didn’t know I was paying for it. I have proof of all the billing statements and also I’m sure it’s noted that Ive never used this service but have been paying for it. I seek my refund and an apology for lying and taking advantage of single parents in need! I am a lupus patient and I DONT have much but when it comes to my sons I would do my best so they can have all the tools necessary to succeed in school. Internet has become an essential and it is very disappointing and frustrating to see companies like this take advantage of our needs!

  Business Response

  Date: 08/01/2023

  ****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** **** **** ******* ***********
  
  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. **** to acknowledge her billing concern. A one-time credit was applied to the account. Ms. **** was informed no additional credit will be issued per Charter’s 60-day dispute policy.
  
  A Charter representative contacted Ms. **** on July 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:07/20/2023

  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 are doing ***** business. On Jun 10, I find out the price for monthly bill keep going up, therefore, I try to ask is any way spectrum can lower a little bit price for me. The answer is no. So, I told them other company are much cheaper. Then, they said I can changed other options. After that they send me to disconnect deportment. Will waiting on phone ***e for 40mins. I handoff my phone to accept the monthly price without any change. But when end of Jun the service been disconnect. I called spectrum they need me to buy new boxes for my ** ***** room and pay the old boxes unreturnable over thousand. I just really don’t understand why the service can be disconnect so easy by a phone call without conform to the person who sign the contract. In the end, we really need TV to work for our customers. We decide sign new contract with spectrum. From the day we sign new contract to now had been more then two week. There is no tvcable at all. We lost a lot of customers. In conclusion, are the Spectrum just wants old customer from time Warner to pay all TV boxes again? I knew they are under new manager. Is Spectrum really don’t care about small business customer like Motel? What should I do? Keep waiting ? Or try different company?

  Business Response

  Date: 08/02/2023

  ****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ******************************   ***  ** *** ******** *** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Mr. **** *** involving a bil***g concern.     
  
  Currently, Charter is reviewing the concern and will be in contact with Mr. *** while working towards a resolution. 
  
  
  Regards,
  Corporate Escalations
  Charter Communications
  
  

  Customer Answer

  Date: 08/02/2023

  
  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:07/20/2023

  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.

  I lived at a different address and had many issues with spectrum for several years. (Changed out 4 routers and problems persisted.) I continued to give the benefit of doubt because my brother in law has worked there for 17 years. However, I bought my current home 2 years ago in a different city, not a rural area and now I only have wifi, tv, phone service about 3 days per week. I am constantly receiving texts and emails that there are outages in my area. EVERY WEEK! I received 2 separate, unsolicited service calls because they said there was an issue with my signal. I was cooperative because I was hopeful that the issue would finally be resolved. Nope! I would think that they would have fixed the issue after 2 years. There are sporadic times during the day that all wifi is lost. This, of course prevents the television from streaming as well. This has lasted anywhere from 10 minutes to 2 hours. The message is always that they are working as quickly as they can. I HATE THIS SERVICE. Why am I being charged a full month’s services for the enjoyment of half the actual service provided??? My bill should reflect only the days and times that we actually have what we pay for!

  Business Response

  Date: 08/02/2023

  ****** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ******************************   ***  ** *** ******** **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Ms. **** involving Internet service issues.
  
  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: 08/02/2023

  
  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:07/20/2023

  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 3 years my Spectrum package never changed, but increased in cost from $114.76 to $236.16, an astounding 106% increase in just three years! This is my breaking point as I simply cannot afford to retain cable service with your company any longer. When I got the notice of the latest price increase of $46 on the next upcoming bill I promptly called your customer disservice line to cancel my cable plan entirely on June 30, which I was told was 2 days into my billing cycle that began on June 28. Your agent tried to talk me into keeping the plan but I told them I could not afford your service anymore. Then I was transferred to your retention department where an agent told me that in fact I do qualify for additional promo rates! When I told the retention agent that was a surprise as I was previously told I had no promo rates available, he replied that “there are ALWAYS promo rates available” which infuriated me to learn that I was paying an excessive rate to you for 3 years, even after I previously called your company on multiple occasions to try & reduce my bill. On July 3 I immediately returned my cable box to your store on the first day of business following my cancellation. On July 18 you deducted the FULL PRICE of cable service for the entire month of July from my bank account $243.51 (of which $131.17 was for the cable portion) even though it was cancelled two days into this term. You are able to offer promo rates at any time, can make any kind of IMMEDIATE adjustments to anything regarding our service or cable plan and cancel or upgrade any service immediately upon request, but when it comes to prorating an account upon cancellation you act as if you are powerless to change anything in your billing system. These disingenuous practices of yours and your agents are why I am leaving your cable service for good. I want that full cable price of $131.17 + tax you just deducted from my account prorated for the 2 days of service I actually had & refunded back to me.

  Business Response

  Date: 07/31/2023

  **** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ****** **** ******* ***********
  
  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 contacted Mr. ****** on July 26, 2023 and discussed the above information. The representative provided Charter’s direct contact information to Mr. ****** for future reference.
  
  Regards,
  Corporate Escalations

  Customer Answer

  Date: 08/07/2023

  That issue was resolved to my satisfaction.

• Initial Complaint

  Date:07/20/2023

  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.

  On Wednesday July 12, 2023 my internet lines were cut. Physically cut. The tap and wires were lying in my neighbors back yard. I have been contacting Spectrum daily and they keep sending people who can’t resolve the issue. The monthly payment is due between the 15-17 of every month. I just paid it assuming the service would be restored. I keep getting the run around. The first technician to come out concluded that it was a spectrum worker whom had cut the lines. This is only the latest in the terrible experiences I have had with this company. How can a company disrupt service to a customer without notice.

  Business Response

  Date: 08/02/2023

  ****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ***** **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Mr. ****** ***** involving a service concern. 
  
  Charter records indicate on July 24, 2023, a service visit was intitiated to identify and correct Mr. *****’s service issues. Mr. ***** confirmed that he has not had any issues since the visit. A credit adjustment was applied for his concern.
  
  A Charter representative contacted Mr. ***** on July 27, 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: 08/03/2023

  
  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:07/20/2023

  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 customer service was quoting me fees. I had a previous account for which they had billing information saved. I declined service when the fee was quoted. I was put on hold and transferred to a different person who told me that the first customer service rep “accidentally” took the money from my account. She stated she would put a request in for a refund and that typically takes 10 business days. I explained that I have bills being deducted from my account and that will cause overdraft fees. I was told she is sorry for my frustration. I asked to be transferred to a supervisor. The supervisor, Sara, came on the call and said there is nothing she can do. I explained that I never gave anyone permission to access my billing information and certainly never gave permission for money to be taken. She again said there is nothing she can do, that she put in a request already. I asked what they do when I get overdraft fees, since they took my money without my permission. She just kept repeating herself that she put a request in for a refund and told me if I keep asking the same question, I will get the same answer. I never gave anyone permission to take money from my account. I will now have overdraft fees as a result of their mistake. They need to be held accountable.

  Business Response

  Date: 08/02/2023

  ****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ******** **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** ******** involving a billing concern. 
  
  Charter was unable to address Ms. ********’s concerns without speaking to her for additional information. 
  
  A Charter representative attempted to contact Ms. ******** on July 25, July 27, and July 28, 2023 using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Ms. ********.  On July 31, 2023, Charter mailed Ms. ******** a letter with Charter’s direct contact information.  It is Charter’s recommendation that Ms. ******** contacts Charter directly to expedite a resolution.
  
  Regards,
  Corporate Escalations
  Charter Communications
  

• Initial Complaint

  Date:07/19/2023

  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.

  Charter Communications (Charter Spectrum) has been establishing and working fiber optic lines in ****** to act as a competitor to ****** *****. I started an account with Charter three months ago as they were nearing the end of their line installation. All that was needed was to lay a line connecting my house to the service post. (Approx 600ft.) Three weeks ago, I recieve an email saying a tech was out to connect me to these lines. Tech comes.. says we can't they need to run line along your power line to your house so that's a construction job. I'll put in the order. A week goes by second tech comes out.. says no not the power lines, we can connect you to the service post out in your cul-de-sac I'll create the work order. Last week a third tech comes out says yeah no we'll have to trench your line so I'll lay flags down for the route and create the work order. This company has a left hand that doesn't know what the right hand is doing. Extremely unprofessional and then nothing. I get no email or phone call saying when this work will be done. These guys bust their back side to get these lines laid in along the road and customers are waiting to get service and suddenly they just want to walk to the finish line? This is ultimately frustrating. I'm almost to the point where if I don't matter enough for them to complete the job in a timely manner, then there's no point in allowing them to continue to treat me like I don't matter. This is no way to run a business. I want a confirmed date when they will be out and start on the job to connect my house. I don't want to here... maybe this maybe that... give me a definitive answer.

  Business Response

  Date: 08/02/2023

  ****** ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ******************************   ***  ** *** ******** ******** ******* ***********
  This letter is in response to your correspondence regarding the complaint submitted by Mr. ******** involving a serviceability 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: 08/08/2023

  ****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ******** **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Mr. **** ******** involving a service concern. 
  
  Charter records indicate a representative spoke with Mr. ******** regarding his services being installed. On August 2, 2023, services were installed to Mr. ******** address.
  
  A Charter representative contacted Mr. ******** on August 1, 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: 08/09/2023

  
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/19/2023

  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.

  I cancelled services with Spectrum as the service was horrible and never working properly. I returned my modem/equipment to the Spectrum store on ******** ******* in ****** **** ** on April 3rd at 11am. There were multiple other customers inside the store at the same time as myself. They would not give receipts to any of the customers so that we had proof the equipment was returned. I knew something was off and I should have known better but what was I supposed to do when they were telling everyone no receipt was going to be given. Well guess what? I am now getting phone calls about the modem I returned to Spectrum and they are trying to say it wasn't returned. I have the date and time it was returned and have given them that information multiple times. They keep telling me they are going to open an "investigation" but then they call again about the same issue a week or so later. It is a never ending circle and quite frankly ******* ** *** as now it is just becoming harassment. They call, say an investigation will be opened, no calls for a week or so, and then they call again about the same thing and say yet again they will open an investigation. They have yet to give me, the customer, any information about this "investigation", if one has even been done, nor are even trying to remedy the situation. Spectrum stores have cameras just as most places do and I have requested more than once, each time they call, for them to look at the footage and they will find video of me, returning my modem, to their store. I would like a supervisor to contact me with a solution to this because I am at my wits end with this situation.

  Business Response

  Date: 08/02/2023

  ****** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** **** **** ******* ***********
  
  This letter is in response to your correspondence regarding the complaint submitted by Mr. **** **** involving a billing concern. 
  
  Charter records reflect that a Charter representative spoke with Mr. **** and determined that the equipment has been returned. The representative removed the equipment from the Mr. **** account and the account has been credited.
  
  A Charter representative contacted Mr. **** on July 31, 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: 08/02/2023

  
  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 as they have found the equipment they said was missing and took it off of my account. Thank you BBB for your help with this matter, it is greatly appreciated.
  
  Sincerely,
  
  **** ****