Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Sept 9, 2024 I called Spectrum to cancel my mobile line. I was told then that I had three more payments of 5.54 a month due, therefore I did not cancel then. Decided I would go on and finish the payments. Today is 01/23/25 I phoned Spectrum again to cancel my mobile service because Its more than six months after my original call, I figured the phone was fully paid off by now. After speaking with a *** at spectrum I was now told that a total of ****** must be paid. I asked the *** ** it was possible to speak with a manager, that was not possible. The *** told me she would have a manager give me a call within two hours. No one ever called.Phoned Spectrum again in an attempt to cancel this service. Was now told that my account can't even be canceled unless I pay the full amount. Which I thought was unusual, just paid my phone bill on January 7th. my account was set up on auto pay. Been dealing with utility companies all my life. Once I cancelled service I was always mailed the final bill. Finally received a call from a supervisor at Spectrum, informed him of the difficult time I am having trying to cancel. Spectrum made me feel like I was being penalized for canceling my service. I relocated my business from ****************************, Spectrum did not cover my new area; Otherwise I would have stuck with them. Now I am not so sure I would ever want to deal with them again.The supervisor I spoke to explained that the information given to me from the ***s was not accurate and he would look into it. 1. being told by the *** that I had 3 remaining payments of 5.45 a month; therefore I did not cancel then, kept a service I was not using for an additional 6 months. 2. being told that I could not cancel my account unless I paid the full amount. The supervisor cancelled the service and informed me I will receive my final bill in the mail. Which is normal.Because I just paid my bill on Jan 7, I do not think I should have to pay another bill.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Spectrum cable services initiated an account with false information. Sent me faulty equipment. My ******* cloud is still not able to be transferred to my new phone. The phone Spectrum sent me was not only 5 days late but a damaged or dainty phone. A replacement was sent with no return label, envelope/box or instructions. I attempted to get help activating the new, new phone several times on the phone, via chat and at a store with no luck. Calls were disconnected or wouldn't go through. A $599.99 charge was pushed through on my business account that caused $215 in overdraft charges. Spectrum refuses to take the faulty equipment back and refuses to issue a refund.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 5/21/24 I called Spectrum Business to get internet-only service. Their sales *** said was better to get bundle (tv, internet and voice + free ipad) which would be cheaper and better. I asked her several times if there were any hidden fees, that this is not a short term promotion, and no other hidden surprises and she said yes over and over. Reassuring me that there weren't any. Guess what? There are! Separately charging us $36.65 monthly. And when I called and complained to Manager, he said there are no notes in the system from my call to open the account on 5/21/24, he somewhat acknowledged their employees may be doing that and he had to investigate but nothing they can do. If I want to cancel, I will be forced to pay the $535.00 for the ipad fee. And he said it is because we went past the 14 day trial period. He said we should have received emails about it. My reaction was again, I was told that there were no hidden fees, no surprises, no shocking unexpected bs. And he pretty much blamed it on me. Manager even said he can cancel, but I would have to sign an agreement accepting the ipad. And then he can cancel the line, but can not refund nor reverse any of it. It seems Spectrum is aware their employees are intentionally lying and scamming customers. But they aren't doing anything to address it. I feel cheated, lied, scammed, robbed and they made me feel stupid for believing the sales *** for the special offer. I already have an ipad. I didn't need extra services nor an extra ipad. I'm cheated of nearly $750. Plus if I cancel now, there are other extra fees to cancel this mobile line that I was not aware of and the *** signed me up so the ipad can be used. Unbelievable! I want my money back! All others should be careful of Spectrum sales *** and their unethic business practices.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I got spectrum TV a couple months ago. I have called to try to attempt to cancel my spectrum TV services because they dont allow you to download the app using Amazon Fire TVs and i only have that. I explained it to them and they said i had to call a specific number to cancel that are only open monday to Friday and only on specific times. I work 60 hours a week with special needs and i am unable to use my phone and call the times and days that they allow you to call to cancel that service. They make it difficult on purpose to cancel so that they can keep charging you. The bill has gotten so high that i had to pay many late fees and many returned payment fees. This is ridiculous and they are doing this intentionally to over charge their customers and make it difficult for them to cancel these services. I would like my money back for late fees and for all the returned payments and also all the months i paid for spectrum TV and never got to use it!

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On October 5th I went in to the spectrum store located at LJ Village ********. I provided my driver license to verify the account information, and asked them to transfer the account from *************** #C ******** to unit #A. They told me they were residential so they got a person from bus. *******(his name was ******). I explained what I need it and he said he will set up a delivery and install to the unit A and all I had to do was to return the old equipment back to Spectrum.Which I did after the new install back to same store. They also told me since I am only getting internet my cost will go down to $72.98 from $77.98. On Oct 23, 2023 the acc amount was still $77.98 so I thought they did not give me the discount they mentioned. On Nov 22, 2023 ACH the amount was again $77.98. However, on Dec 7, 2023 I got charged (ACH Auto pay was used) $72.98 , later on Dec 22,2023 another charge of $77.98, Dec 28, 2023 another charge of $72.98 and Jan 22,2023 another $77.98 was charged and last one was on Jan 29,24 I was charged $52.98. I called in twice so far on the first call (which was before the last charge on January 25th) I was told they never closed the old account and when I asked for a supervisor I was told none was available. The call was over an hour and I was told we will have a credit back. When I got the last charge of $52.98 I called again today and talked to a supervisor named *******, she told me it was my own fault that I did not call the "retention" to close the account and that they were only able to go back 60 days. She also said I can take my case to the store who did this transactions. But the store only contacted the business division and I talked to him and we set up the new account. Now if I was not told that I had to call "retention" department I would have done that. They also record the conversations therefore I can proof that what I am saying is the truth. This was set up as ACH they are abusing what was authorized as a single draw and they overstepped their authority and draw excess funds without authorizing . Jan 29, 24 NAME:SPECTRUM ACH debit -$52.98 Jan 22, 24 SPECTRUM ACH debit -$77.98 Dec 28, 23 SPECTRUM ACH -$72.98 Dec 22, 23 SPECTRUM ACH -$77.98 Dec 7, 23 SPECTRUM ACH $72.98 Nov 22, 23 SPECTRUM ACH$77.98 Oct 23, 23 SPECTRUM ACH -$77.98 These are the transactions from my bank. I should have been paying $72.98 starting October 5th when I transferred the account. I believe I am due back $311.02. Thank you in advance for your time.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I recently moved from *************************************************** to my new home at ******************************************************************. I contacted Spectrum on 09/28/2023 to confirm the cancellation of my Ardmore account as of 10/30/2023, and to transfer the credit I had on my old account to my new account. Due to issues on their end (the previous tenant at my new addres currently had an active account, etc.) it took two hours, multiple callbacks and speaking to TEN different representatives but I was told the issue was resolved. I confirmed via another call on 11/02/2023 that my previous account was closed on 10/30/2023, that my credit was applied to the new account, etc. Today, November 30, I received a bill of ***** to my old Ardmore account. This account wsa closed, but I was still being charged the full month. I called customer support and they lied to me describing credits on my account and that I only owed about $55 or so, but they couldn't explain why this information wasn't reflected on the site or in any information that had been shared with me. I paid the bill because they were threatening me with disruption of service at my new address (even though I paid my bills EARLY for 5+ years!). It's taken me three hours and speaking to more than a dozen Spectrum reps just to do the basic legwork of setting up my account. This is entirely inappropriate. I demand the $***** I paid today for my since closed account to be refunded back to the card (NOT an account credit, as I already paid an account credit of $2k+ to make my own bill-paying/budgeting more convenient) due to the terrible inconvenience and the way they treat their loyal and valued customers.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had an account with ******************************************* for my law firm ********************* LLC. I cancelled the account in 4Q of 2022 and returned all equipment, including modem. I received letter dated Sept. 12, 2023 saying I owed $81.00 for "other charges" that had been turned over to a collection agency. I'm just off with Spectrum Business and told they don't have a record of the modem being returned and so they are seeking payment for $81.00. This equipment was all returned by paralegal of the firm at the same time in 4Q of 2022. I'm being told they opened up a "ticket" to check with the Spectrum Store where the equipment was returned to do an "equipment search" to see if they can find it. I did return this equipment and I want this amount removed from my bill and the collection action corrected with the company advised the equipment had been returned. Acct # was ****************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our business continues to suffer from poor service - equipment goes down almost every other month. How is a business to function without internet (credit card), phone, wifi, security cameras, etc? They say the system is working - got a call at 6am and we go to the store and it's' not working. We were not told. Yesterday their recording said it would be fixed at 3pm, then it became 4 and then 5 and then it told us it's taking longer than expected. Hello. And today the same thing....first 1pm and now they say they can't tell us. This service *****. We talked to leadership today and they said they have a cell based backup system but we have to pay to get it installed and pay a monthly fee. Why? We are already paying for a reliable system which spectrum is not providing. If Spectrum and their *************** would realize their products and service are poor, then they would provide a business like ours this service. Again, that's what we originally signed up for. I guess it's time to look at ****** Fiber and say goodbye to this unreliable service.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  FROM 5/11 TO 5/17 I HAVE BEEN TRYING TO GET MY BUSINESS NUMBER PORTED OVER TO TMOBILE FROM SPECTRUM. SPECTRUM RULES KEEP CHANGING AND FOR 3 DAYS MY BUSINESS HAS HAD NO PHONE CONNECTION. THEY WAITED UNTIL ****ING CYCLE CHANGED AND WANT ME TO PAY A MONTH SERVICE THAT I TRIED TO DISCONNECT. BUT WHEN I PUT THE ***** IN THE ***** *************** TOLD ME THAT SPECTRUM WOULD KEEP MY PHONE NUMBER. I BROUGHT THIS NUMBER TO SPECTRUM WHEN THEY CAME INTO MY AREA AND I HAVE HAD THIS STORE NUMBER FOR 14 YEARS. THIS IS KILLING MY BUSINESS AND I AM DONE WITH THIS WHOLE SITUATION. I WANT MY NUMBER AND MY SERVICE WITH ******** AND I WANT THE **** FOR SERVICE I TRIED TO DISCONNECT BEFORE NEW ****ING PERIOD CREDITED. I DO NOT WANT TO PAY THIS **** FOR SERVICE I DID NOT WANT AND TRIED TO GET RID OF.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction : Dec 21,2022 **************** ************************************************* Account Number: **************** On Dec 21, 2022, Spectrum was out of service on this day without notification for **, our business did not know until 9pm, we are a restaurant and we lost all phone calls from customers on this day. Calling customer service and telling them but they only agree to credit $3. How much profit we lose on this day because your company is out of service and only credit for us $3. If you had an outage of service due to fixing problems. has to email or notify us so we can forward the phone to our cell phones. This is really unprofessional when we trust and do business with Spectrum. We are a small business as the **** restaurant, phone service is really important with us. We were trusting with Spectrum and chose Spectrum as a carrier for our phone service but how do you deal with customers making business losing profit for all day.

*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. ↩