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Business Profile

Cable TVs

Charter Spectrum

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

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

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Charter Spectrum has 1142 locations, listed below.

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    Customer Complaints Summary

    • 15,110 total complaints in the last 3 years.
    • 5,018 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/14/2025

      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 sold my mother's home as she moved into assisted living and called Spectrum to close her account and pay the final bill. I was given a final total of $847.91 which included final billing plus the cost of the router and modem that were lost in her estate sale. They mailed the bill to me and I paid it with a check mailed to the address listed on the statement. After several weeks, the check never cleared the bank and they were contacting my mother in assisted living for payment, so I drove to the Spectrum store on ******** **** ** ******* ** ********* ** to pay it. They then asked for a higher amount of $900.06 that they said included "late fees." This new amount was $52.15 above the final billing amount I was originally quoted over the phone. However, because I wanted the matter settled, I paid it and was told I would have NO other bills mailed to me and that the account was completely closed with a zero balance. They promised that no further action was required. and that they would stop sending my 86-year old mother requests for payment. Today (4/12/25) I received another bill from them in the mail for $25.00 listed as a "rejected payment fee." I want them to recognize that I have already paid late fees and do not owe them any more money. I want NO FURTHER CONTACT from this company (for me and my mother).

      Business Response

      Date: 04/23/2025

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

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

      Charter representative has reviewed Ms. ****** account and based on the findings, her concerns have been addressed and a billing adjustment was applied to the account.

      A Charter representative contacted Ms. ****** on April 14, 2025, 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:04/14/2025

      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 am not liable for this debt with CHARTER COMMUNICATIONS. I do not have a contract with  CHARTER COMMUNICATIONS/ CB GROUP. They did not provide me the original contract as requested.

      Business Response

      Date: 04/22/2025

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

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

      A Charter representative attempted to contact *** ******** on April 14, 2025, April 15, 2025, April 16, 2025, and April 17, 2025, using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach *** ********.  On April 15, 2025, Charter mailed *** ******** 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:04/14/2025

      Type:Sales and Advertising 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.
      Spectrum has sent out emails stating “ good news! Your services are being upgraded for free!!!” But every time they send that email or a text message they always raise their prices $10! Now my bill is close to $100 and when I call in to ask them if there’s anything they can do to help me they basically tell me that there’s nothing they can do besides downgrade my Internet. And when I asked for Spectrum’s corporate information, the supervisor would not give it to me! Spectrum has promotions for phone and TV but I don’t need either one of those!!! And downgrading is not an option because of what I use my Internet for! And speaking about downgrading that’s something they have lied to me about several times in the past when I have called about my bill going upand they would tell me that they don’t have no lower speed than 100mbps 300mbps 400mbps and etc… when they upped my speeds from those listed above. Now all of a sudden, they have a lower speed but the speed at 100 and that is not something I can do because I use my Internet for basically everything! I asked about hardship programs and they have absolutely nothing to help a customer that has been with them for nearly 20 years because I was with **** ****** before spectrum bought them out. At times like now when people are having to choose between bills and food, it’s ridiculous they have no help options and basically tell their customers you have to pay what we say. We don’t care about what’s happening to you health or finically wise! My internet is now as much as my electric bill!!! Make that make sense!!! It doesn’t!!!

      Business Response

      Date: 04/21/2025

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

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

      Charter records reflect that a Spectrum representative contacted Ms. ******** to acknowledge her billing issue with Spectrum. The representative informed Ms. ******** of the different options she could do to lower her monthly price. Ms. ******** declined to make any changes to her account.

      A Charter representative contacted Ms. ******** on April 15, 2025, 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:04/14/2025

      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.
      My wife cancelled our spectrum account on April 1. We had just got new wifi so we used Spectrum one day out of the billing cycle and they still think it's appropriate to bill us for the majority of the month when we used it ONE DAY. We have had problems with spectrum throughout our service, such as: frequent outages and slowing speeds the night before payday. When i cancelled service with *** they refunded the amount that we didn't use. Spectrum is the worst service around here and they're stealing from us. And the customer service acted like we don't know what bills are, "they're like a subscription." No I'm paying you for a service so when that service is spotty, slowed, or cancelled I am not receiving the service I'm paying for so why am I paying you? Very happy to have left Spectrum but what an awful parting gift.

      Business Response

      Date: 04/24/2025

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

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

      Charter’s records reflect a Charter representative spoke with *** ************. The representative informed *** ************ that in accordance with Charter’s Monthly Subscription Service policy, which is printed on each billing statement, Charter’s records reflect the account has been billed accurately.

      A Charter representative contacted *** ************ on April 16, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ************ for future reference.

      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:04/14/2025

      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.
      On 4/4/2025 I contacted spectrum about the cost of my internet service. I am paying $59 a month and I told them there was another internet company moving in my area and they were offering 1 gig of internet for $49.00 a month. The guy told me if I stay they will give me 1 gig for $40.00 a month for 2 years. But they have not lowered my bill to $49.00 a month like they told me they would.

      Business Response

      Date: 04/22/2025

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

      Charter's records reflect that a Charter representative spoke with *** ****** and reviewed the billing on his account. *** ****** has been informed of the adjustments made to his bill for his concern. *** ****** can reach out to Charter directly with any additional concerns.

      A Charter representative contacted *** ****** on April 18, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ****** for future reference.


      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:04/14/2025

      Type:Sales and Advertising 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.
      Unable to remove our physical address from junk mail. Spectrum reps on the phone said there is no way to opt out which is illegal

      Business Response

      Date: 04/25/2025

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

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

      Charter was unable to address *** *****’s concerns without speaking with her for additional information. 

      A Charter representative attempted to contact *** ***** on April 14, 15, 16, 17, 18, 19, 20, 21, 22, and 23, 2025, using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach *** *****.  On April 24, 2025, Charter mailed *** ***** a letter with Charter’s direct contact information.  It is Charter’s recommendation that *** ***** contacts Charter directly to expedite a resolution.

      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:04/14/2025

      Type:Billing Issues
      Status:
      Resolved
      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 suppose to adjust my bill due to me filing bankruptcy on February 8, 2025. Looking for my bill to be adjusted or lowered

      Customer Answer

      Date: 04/15/2025

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

      you can close out this complaint thanks so much complaint #********. they made it right

      Customer Answer

      Date: 04/15/2025

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

      you can close out this complaint thanks so much complaint #********. they made it right

    • Initial Complaint

      Date:04/14/2025

      Type:Billing Issues
      Status:
      Resolved
      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 recently charged a bill for service from 3/29/25 through 4/28/25. We did not use any internet service during this time and Spectrum was able to confirm that. The equipment was already disconnected. The equipment was also returned, but we still received a bill that was much higher than our normal bill. We were exceptional customers for 4 years straight. No late payments, no missed payments. We never made complaints, even though the service was regularly down and we never received compensation for the numerous outages. Spectrum customer service is not willing to forgive the bill, so they are forcing us to pay $113 for service that we will never receive. This is the worst company I have ever done business with and urge everyone to look elsewhere for service. This company is greedy and unethical. They do not reward their customers for loyalty and exceptional history. Can’t even make a one time exception in 4 years. I also confirmed with the associate in the store when dropping off the equipment, that the service was canceled. They did not mention anything about another bill and they looked over the account before handing me my receipt. Very shady.

      Business Response

      Date: 04/23/2025



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

      Charter's records reflect that a Charter representative spoke with Mr. ***** and explained Charter's billing policy. Mr. ***** was informed a onetime billing adjustment has been applied to the account.

      A Charter representative contacted Mr. ***** on April 16, 2025, and discussed the above information. The representative provided Charter’s direct contact information to Mr. ***** for future reference.

      Regards,
      Corporate Escalations
      Charter Communications

      Business Response

      Date: 04/23/2025



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

      Charter's records reflect that a Charter representative spoke with Mr. ***** and explained Charter's billing policy. Mr. ***** was informed a onetime billing adjustment has been applied to the account.

      A Charter representative contacted Mr. ***** on April 16, 2025, 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: 04/23/2025


      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.


      Customer Answer

      Date: 04/23/2025


      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.


    • Initial Complaint

      Date:04/11/2025

      Type:Product 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 ordered 2 Samsung S25+ from Spectrum Mobile website for $2,204.98 (Order Number: *********). They incorrectly flagged my account for fraud because I had a new account and opened multiple lines (7). I cleared this up with them the same day. The package never arrived to me and was sent back to Spectrum 2/26 (****** Tracking ************). I opened a support ticket with them mid March and they have still not refunded after 44 days. I've called every week. Each call takes an hour. I've had it escalated to the highest level and every call they won't give me a timeline on a resolution. On the same day, that order was sent back, Feb 26, I called in to support and they had me place a new order (order *********). The agent did the order incorrectly and didn't apply a trade in promotion. I had to send the phones back for a refund. Both phones were sent back ***** returns ************ received 3/13, and ************ received 3/21. They refunded me for the first one. I called about the 2nd one because it's been over 3 weeks since they received it. The agent Paige looked into it and the warehouse said the package arrived empty. I sent the package with the phone inside. It's very suspicious that the tracking info has it in *****, where it is being delivered on 3/12, then on 3/15 for some reason it's in ******, 2000 miles away from it's destination. I have the information when I dropped it off, and the weight should match with the weight of the phone and not being empty. This phone amounts to 881.99 that should be refunded. In total, Spectrum is holding onto $3086.97 for the 3 phones combined. The 2 phones on the first order never even arrived to me and was sent back to the receiver on 2/26. The remaining 881.99 is on the return I sent to them that they are now claiming was an empty box.

      Business Response

      Date: 04/29/2025

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

      This letter is in response to your correspondence regarding the complaint submitted by *** ********, involving a Spectrum Mobile device return and billing concern.

      Charter records indicate that the device in question has been returned. The customer has been advised of Spectrum’s Mobile Device Return policy. An adjustment has been issued and a refund processed, as requested.

      A Charter representative contacted *** ******** on April 18, 2025, to discuss the above information. The representative provided Charter’s direct contact information to *** ******** for reference.

      Regards,
      Corporate Escalations                                                                                                                                  
      Charter Communications

    • Initial Complaint

      Date:04/11/2025

      Type:Product Issues
      Status:
      Resolved
      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 or around October 2924, I ordered an ****** ** *** from Spectrum in the anytime upgrade plan option. If returned it should be done within 14 days. I had to move from ******** to ******* ** to be near my nephrologist. Spectrum does not provide service in ******* so I had no choice but to go with another company. I called Soecrum and explained my situation and the supervisor said she couldn’t promise but she’d advocate for me and take my concern to the higher ups. It took 5 weeks but it was approved and I used their labels, ***** and shipped it to Spectrum’s third party return center. Ever since then I have been harassed and threatened for the cost of the device which is 795.00 and I don’t have it. I shipped it. I have talked to approximately 25 people since the agreement to return and now I’m being threatened by a creditor. I was never told by Spectrum that was an option because to my knowledge it was worked out and we were settled on my account. Please help me. I’ve worked really hard to get my credit in good standing for some business such as Spectrum to ruin my credit based off their own mistake. I am uploading the tracking number for the package I shipped to them. Thanks and I look forward to a resolution. ***** ****** ###-###-#### *****_******************

      Customer Answer

      Date: 04/12/2025

      Spectrum assured me they would adjust account and after 6 months all of sudden they found the phone they said I had. I told them when I get confirmation that my account has been adjusted I will retract the complaint after I submit proof of account adjustment to you.

      Customer Answer

      Date: 04/14/2025

      Spectrum is crediting my account so if possible I’d like to retract the complaint. Thank you very much.

      Customer Answer

      Date: 04/14/2025

      Spectrum is crediting my account so if possible I’d like to retract the complaint. Thank you very much.

    Charter Spectrum is NOT a BBB Accredited Business.

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