Additional Complaint Information
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https://www.bbb.org/us/ct/stamford/profile/cable-tv/charter-spectrum-0111-110075917
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Spectrum Mobile Signed me up for a 12 month phone service that I was under the impression was canceled shortly after receiving the promotional information. I have always had my phone services with ******** and Spectrum mobile kept sending me emails to activate a SIM card with them that I stated I did not want. I guess they failed to document that detail and are now sending me to collections for $89.00 of a service I have never used. I never activated any SIM cards or used their phone line for the mobile once. The Spectrum customer service representative named ******* was extremely rude to me with an aggressive tone on the phone. I spoke with leadership from Spectrum and they stated they would not reverse the charges. I feel that I should not have to pay for a service I thought was cancelled and for something I did not use.Business response
05/06/2024
***************, you have posted this complaint to the wrong company. We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet/cellular company, Spectrum, formerly known as Charter/Time Warner Cable. As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company. Thank you.
Initial Complaint
04/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company keeps sending me bills for services I have never signed up for or obtained from them. I receive email bills and **** bills. I have called and spoken to representatives and they say my account (which I never set up) has been cleared and no further action needed. This has been happening for at least 6 months. Every month, I continue to receive invoices and emails from this company for charges on a service I never used or signed up for. I need them to stop harassing me and sending me bogus bills. Thank you for your help.Business response
04/05/2024
****************,
Your account has been closed for some time now. We switched billing platforms and in the migration, your account got flagged as open. We have closed it out and given a zero balance. Please accept our apologies for the error. You can see a zero balance invoice showing closed attached to this complaint.
Thank you and best wishes.
Initial Complaint
03/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Want to turn off spectrum service as of 3/18/24, I have *********** now ,all spectrum is unplug as of today. Spectrum refuses to turn off service want another month's payment of ****** now to turn off services. I just pay ****** the March 4, 24. I refuse to pay another payment to turn off services. It's a total rip off of this company to do this.I'm have *********** now. I try to work with spectrum to lower my bill on March 1 , I was give the run around a week I call four times and nothing. I'm done with Spectrum, that's why I went to *********** save over a hundred a month with direct T.V. spectrum is charge a high price for just cable now no thank you.Business response
03/13/2024
*************, you have posted this complaint to the wrong company. We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet company, Spectrum, formerly known as Charter/Time Warner Cable. As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company. Thank you.Initial Complaint
02/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
SpectrumVOIP refuses to correct an error and close our account/billing. Return Aug-Dec 2023 services fees they collected from a terminate service. We were NOT under contract and have owned our equipment since Dec 2022. We have provided letter of FULL PAY and satisfied loan agreement with the finance company for our equipment. We have provided documentation and invoicing to confirm we were under no contract or terms that deem an "early terminating" surcharge. We provided proof we were under month to month terms and free to give notice we wished to terminate service and did in July 2023. We have proof from ************** that SpectrumVOIP does not charge $500 cancelation fee and have provided all of this info over and over to company reps. **** refuse to close out out account , continue to bill my company and refuse to refund Aug -Dec 2023 service fees they collected when services were terminated. Phones numbers have been successfully ported over to our new provider since June 2023. We have exhausted our ability to work with SpectrumVOIP to get their internal issues resovled and formally request your assistance in filing this complaint against this company and the representatives that refuse to resolve, close out account with the $ 0.00 balance due and refund the service fees they collected from Aug -Dec 2023.Business response
02/26/2024
******************,
I visited with our accounting department to see what the status of your account was as of today. You did not have any payments to ** from July 2023 to current. You had renewed a contract with us and have left prior to that contract ending which is why there was a cancellation fee. We are waiving that cancellation fee and will allow you to keep the equipment rather than requiring it to be sent back to us. The balance on your account has been cleared and you have a zero balance as of today. I have attached proof of that in the post.
Please accept this notice as you no longer have any service fees due to us. Thank you.
Initial Complaint
12/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled my service with Spectrum because it was not working well or at al some of the times.Since I cancelled, I continued getting billed for the months of July and August. I would like to have the July and August charges credited back to me.Business response
12/21/2023
*****************, you have posted this complaint to the wrong company. We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet company, Spectrum, formerly known as Charter/Time Warner Cable. As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company. Thank you.Initial Complaint
11/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled my service 5 days after my billing cycle and i'm being told they do not prorate, even thought I NEVER at one time go the speeds I was paying for. It's like no only did you lie to be about what I was getting but you are stealing from me. I called customers service ******* told me there was nothing she could do for me at all. WHAT TERRIBLE CUSTOMER SERVICE!!!!!! If you can't refund me, then give me a month back of your crappy service.Business response
11/21/2023
*****************, you have posted this complaint to the wrong company. We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet company, Spectrum, formerly known as Charter/Time Warner Cable. As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company. Thank you.Initial Complaint
10/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2022, our church was approached by a sales person concerning moving our phone services to Spectrum VOIP. My administrator heard the pitch, the numbers made sense, and made an appointment for me to meet with the sales person. The sale person, told in front of some of my staff members the following:- We are a division of Spectrum and we are moving our customers to a new VOIP technology we have that is more affordable and superior to what we currently offer you.The conversation with me as the priest and chief executive was the sales person stressing that Spectrum VOIP is part of Spectrum our current internet and phone provider. They stressed to them they were a new division promoting better technology at a better price.We signed up based on that presentation and sales pitch.That was a lie. Spectrum VOIP and Spectrum Business are not the same company.Our costs were lowered, but based on a lie.#1. As a church, we are in the business of truth telling, not lies. We do not wish to to be in a business relationship with Spectrum VOIP, no matter the savings, based on a lie.Our other issues, we are moving an enterprise account with ******************** and now we cannot bundle phones with them because we are in a contract with Spectrum VOIP based on a lie.#2 Spectrum VOIPs lie while saving us money on our phone is going to end up costing us more money in other places.We are a community based non-profit that feeds thousands of people a year, provides social services, and other supports to help the needy. This lie, will impact our bottom line, and take food away from families in need.We are asking Spectrum VOIP to take back their leased equipment, and close out this account that was opened on a fraudulent sales pitch to me and my staff.I have called, spoke with staff, and was told Id be contacted. I have reached out twice and am waiting for a call back.#3 Some of the equipment is not working as promised. We have useless lines; moreover, part of the deceitful sales pitch ended up putting ****************** at work by giving us a system that was incompatible with our fire panel. SpectrumVOIP created a danger at our church.Business response
10/24/2023
**********************,
First, we would like to apologize for your frustrations. We would like to provide you with answers to your concerns in hopes to clarify everything.
1. Your sales pitch was done by an independent dealer that sent your paperwork to us for processing. He has not sent any further deals to us and is not an active dealer. He will be put on a short list of dealers that will no longer be allowed to send us business. This type of relationship is how most business is conducted in our industry in-lieu of having salaried sakes people. All companies like us in telecom utilize this type of structure.2. We are not and have never been affiliated with Spectrum Business in any way. SpectrumVoIP was founded almost *********************************************** *****, **. Spectrum Business is the merger of Charter and Time Warner Cable approximately 7 years ago. There are name similarities but that is the extent of it. In review of your paperwork, we found that your initial quote/proposal did contain our standard disclaimer that states you are aware we are not affiliated with Spectrum Business. You placed your initials next to this statement acknowledging it. I have attached this for your records.
3. It is very good to learn you have seen the cost savings that you had planned on receiving and that you have now had almost one fill year of service from us. Unfortunately, it sounds like the line that was running to your fire panel must have been included in the list of numbers that we were given to port (move) over to our service. We dont have any way to find where every line is running in a customers office so this must have been an over-site. We do hope that the discovery of the line missing was done through a test being performed by the fire ******** and not an actual emergency. If you are still needing a replacement for the fire line, we have a solution that we can offer you for that. City officials and fire marshalls to not permit those lines to run over VoIP and that is a nationwide policy. At no point in time would we have ever been able to supply a VoIP line for it but we do have a partnership with a company that provides a cellular solution if it is needed.
4. If there are any changes or support related topics we can handle for you, we are more than happy to facilitate. You have access to our domestic based support department 24/7 for the life of the service for anything that you need without cost to you.
Please feel free to reply back if you have any further needs. Thank you.Customer response
10/25/2023
I am rejecting this response because:
They sent me two copies of the disclosure one without my initials and one with someone elses initials. We sent the images to SpectrumVOIP. Your system rejected them as too large.
Also, according to their own disclosure they were suppose to verify that the singer was listed with the ********** of ****** I was not listed with the ********** or State until 2023.
The document listed the name ******************* who was authorized to sign in my place and was listed.
There are more issues but the issue is we were lied to about SpectrumVOIP being part of Spectrum Business.
Business response
11/16/2023
**********************,
We do not condone anyone misrepresenting us or our product and have thus removed this partner from our partner list. We do have language on our paperwork requiring customers initials confirming they are aware we aren't affiliated in any way with Spectrum Business. At this point, we have no way to change what might have been said to you but we are sorry that it has caused any problems.
Thank you.
Customer response
11/16/2023
I am rejecting this response because:
They refer to initials on a document. Those are not my initials. We have discussed this at length. Someone else signed their initials, not mine. There is not a meeting of the minds on this. Not one person executed this document. The executed document was done in phases and has the handwriting of three different people.
Business response
11/20/2023
**********************,
Based on your reply, I went back and reviewed everything again to analyze the documentation that was signed.
1. The proposal form, which it states at the top it is "not a contract- but an indication of interest," was signed at the bottom by you on 10/05/23. We then saw that it was missing the initials next to the line stating "SpectrumVoIP is unaffiliated with Spectrum Business." Our Project Manager sent it over to ***** on 10/6/23. ***** sent it back on 10/11/23 where it included the initials from ******************* (TH). We added the initials lines to specifically call out that section but regardless, it was signed on the bottom by you. I will also point out that this form is not a contract, it is just providing the information discussed about the service.
2. We are again very sorry for the confusion with the name similarities. We have been SpectrumVoIP **** since **** working as a privately held company. Spectrum Business is the merger of Time Warner and Charter Communication in 2016 and is a publicly traded company providing cable and internet to residential and business customers. We are in no way affiliated with them.
Thank you.
Initial Complaint
09/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 6/28/2023 a sales team for Spectrum VOIP came by our business and spoke to our front desk. They told us they had better phones and could beat prices. They said we could try their phones for 14 days and see if we liked them. We had them come back the next week and set up our phones. We tried them for 1 week and did not see any difference in quality and the wireless phones did not work. We said we'd like to return the phones and we went back to using our old carrier. For 2 months they continue to send us monthly bills for $193/month and are telling us we signed a 5 year lease for the phones. We did not, and were never told about leasing, length of contracts, or any contractual obligations we would be taking.Business response
09/21/2023
Mr. *********,
Thank you for reaching out with your concerns. We have reviewed your complaint and went through our files internally to research your complaint. In review of the files, ************************* did sign the paperwork initially on 6/28, provided a copy of bills to port numbers, and we were out to install on 7/12 (per her request), and the phone number ported over to us on 7/18. She signed a revised lease contract on 7/20 with a lower payment than initially quoted and a Delivery and Acceptance form stating she was happy with everything and we are able to start the billing. We have all email and phone correspondence back and forth with our team if needed for reference. We also have all signed forms if you need that as well. If you are having trouble with the cordless phone, we are more than happy to help troubleshoot that. Our 24/7 support department located in our corp office in ***** is there for you completely free for the life of the service. All you have to do is call **** (HELP) from one of your desk phones to reach us. If you should need further assistance, please reply here or call our main line.
Thank you!
Customer response
09/21/2023
We were having trouble with the phones and asked to cancel within our 14 day "trial." They continue to ignore that fact. Also the owners of the business did not sign any agreements and did not authorize any changes to our current phone systems as they were working fine. ************** has no signing authority for any business decisions. We cancelled within 14 days of trying the phones and would like that standard kept up. We also believe that some forms may have been forged by the original sales rep that came by our office, as we have never seen them before. On the agreement form it says "$0" termination as well.Customer response
09/27/2023
I am rejecting this response because:
We were having trouble with the phones and asked to cancel within our 14 day "trial." They continue to ignore that fact. Also the owners of the business did not sign any agreements and did not authorize any changes to our current phone systems as they were working fine. ************** has no signing authority for any business decisions. We cancelled within 14 days of trying the phones and would like that standard kept up. We also believe that some forms may have been forged by the original sales rep that came by our office, as we have never seen them before. On the agreement form it says "$0" termination as well.
Initial Complaint
08/29/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
******************************* (Sales Rep) came in 08/21/2023 wanting to sell Spectrum **** services, but I confirmed we were not interested. He then came back on 08/28/2023 to go trough an appointment "we scheduled" with his secretary (We did NOT speak or schedule anything with this company).After I told him we were busy and we did not have time to talk, he acknowledged his secretary making similar errors like this in the past and walked out.He then came back 10 minutes later accusing us as liars and stated he had a recording showing we scheduled something, which I asked to show to us but he declined it.He then started getting aggressive cursing at us, telling us he makes more money than us/drives a better car than us, and he did not even want to do business with us. We asked him to leave and he kept on yelling and asked us to go outside the office so we can fight him (We have cameras at the office which captured his actions and voice).We would like to never have him or Spectrum **** come/call/email/send letters to us again.TERRIBLE SALES STRATEGY FROM *******************************.Business response
08/29/2023
I am very sorry for this occurrence and would like to address it properly. We take issues like this very, very seriously. W****** that people don't take the time to reach out to the BBB and make this stuff up, and we believe your statements are likely to be very accurate. As you mentioned surveillance camera footage, if you can please send whatever you have to me personally it will enable us to take appropriate action. I will respond again with detailed information once we have looked into the matter. But since it is ************* that the employee in question will contest this, any additional information you can provide is highly appreciated.
Again, please accept our apology for this completely inexcusable incident. I look forward to your reply.
*********************
Chief Executive Officer
Initial Complaint
08/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We had a cancellation addendum through spectrum that is who ************** leases the phones for. We have submitted that, only to be told that it does not apply to **************. We have returned the equipment and have not had this service for several months and are still being hounded for $3000.00 that should not owed by us. We have contacted Spectrum and they have taken complete fault but we are not able to reach the person that we spoke with originally nor the actual person I was dealing with at **************. Every time I forward the e-mail from Spectrum to the person I have dealt with at ************** they point someone else to try to collect. As far as I am concerned the balance would need to be collected from Spectrum as we do not up hold that service any longer and haven't for some time.Business response
08/14/2023
**************,
My finance director reviewed your comments and then reached out to Peac to discuss. He will be processing the payment to them to satisfy the contract and close it out. This should happen within the next two days. You may receive a final email from Peac confirming that this has been completed. Thank you for bringing to our attention and we are sorry it took so long.
Thank you.
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Customer Complaints Summary
32 total complaints in the last 3 years.
19 complaints closed in the last 12 months.