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Initial Complaint
02/05/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled my TV service with Spectrum on January 6th 2025. They process their invoices for me on January 3rd. I expected a refill at some point with a credit and a corrected invoice. When that did not happen I called Spectrum Customer. Service. and was told they do not do rebills. So I waited for the February billing cycle to see what I owed and my credit. I paid $125.00 toward my January invoice which was more than I owed for the remaining services. The February invoice shows no credit for January and are billing me for the unpaid amount. I did a chat with Customer Service and that agent claims the don't do credits for cancelled service. I am supposed to pay for 30days of TV when I only received 3 days. I want my credit of about $96.98 for services not received .
Business response
02/07/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** *********** **** ******* ***********

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

Charter records reflect a Charter representative spoke with *** *********** regarding the final bill after downgrading service.s *** *********** was informed of Spectrum’s Monthly Subscription Service policy, however an out of policy adjustment has been applied to the account.

A Charter representative contacted *** *********** on February 5, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** *********** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
02/07/2025

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.

Sincerely,

****** ***********
Initial Complaint
02/03/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 02/02/2025 I attempted to take 2 fully paid-off phones to another carrier upon them attempting to bring the phones to their services they found both devices were still carrier-locked to Spectrum and a PIN was needed to unlock them upon calling Spectrum customer support they advised I had a bill for $203.46 for service and they would not provide the pin to unlock the phones unless the unrelated charge was paid when asked if I owned the phone they advised i own the phones and no balance was due on the devices however they refuse to provide the unlock pin for the 2 devices unless the balance for service was paid when I questioned the legal aspect of them holding 2 devices I own hostage and denying me the right to use them freely they became confused and didn't know what to do one service agent transferred me to a higher up who told me the same thing and when I asked how is that legal she said because it is and hung up on me the only solution is for spectrum to unlock the devices since they have no legal right to deny me free use of the device since they don't legally own it anymore or refund the full amount of the devices worth from date of purchase.
Business response
02/06/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

Charter records indicate on February 6, 2025, a representative spoke with *** ****** ***** regarding the matter. The representative decided that in this case, device unlock will be permitted. This has since been completed and proper expectations have been set. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.

A Charter representative contacted *** ****** ***** on February 6, 2025 and discussed the above information. The representative provided Charter’s direct contact information to *** ****** ***** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
02/06/2025

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 I would like to thank spectrum for resolving this matter as quickly as possible.

Sincerely,

***** ****** *****
Initial Complaint
02/03/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled my internet service with Spectrum after seemingly endless price hikes. I attempted to keep their service by asking them to lower my monthly bill. They said there was nothing they could do and when I told them I would take my business elsewhere, they told me to go ahead. So I did. I then get a bill for $122.99 (an entire month’s service) after only utilizing 3 days of the service. I called and the agent I spoke with told me that they had changed to a monthly service model sometime in the last year. I told them I was unaware of that change but would be happy to pay for the days of the service I had utilized. They would not accept payment for the days I had utilized and insisted I pay for the 3 days I utilized and the 28 days I had not. Conversation ended. A Spectrum sales representative comes to my door in my neighborhood and says they could get me the same service I had before for $55/month. I told him they had me at $122.99/month and wouldn’t budge so I had switched service providers. How long had I been grossly overpaying? I then received messages asking me to call and pay the bill. I called and attempted to pay for the 3 days I utilized and they again insisted I pay for the 3 days I utilized and the 28 days I had not. Conversation ended. Poor and non-transparent business practices. I would love to pay for the days of their service I utilized and settle this.
Business response
02/06/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter records indicate the representative informed *** ******* that he has been billed accurately in accordance with Charter’s Monthly Subscription Policy; however, a one-time adjustment has been applied to the account. *** ******* confirms satisfaction and considers this matter resolved.

A Charter representative contacted *** ******* on February 5, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ******* for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
02/06/2025

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.

Sincerely,
**** *******
Initial Complaint
01/31/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I can’t remember exactly dates because I am so livid but it all started when I ordered a **** *** ** in. But it came in the wrong color so they told me they would exchange it for the color I want and they provided me with statement credit for the restock fee to I had the **** for 2 days I know for sure it was in perfect condition I packed it back up and sent it back then now they are saying it has a scratch and it’s $402 for the scratch and I know for sure I did not send it back like that and I would like proof how the item was unpacked because I would not make a big deal if I know I damaged it then when I asked to speak to corporate the manger tells me there is nobody else for me to talk to and this is it they can’t assist me any further I would like the 402 dollar taken off my bill it doesn’t even cost that much to fix that type of damage they say it’s a white glove process but I know I didn’t return the **** like that
Business response
02/07/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records indicate the representative spoke with *** ***** regarding the matter. An adjustment has been placed on the account. *** ***** confirms satisfaction and considers this matter resolved.

A Charter representative contacted *** ***** on February 1, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ***** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
02/07/2025

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.

Sincerely,

******** *****
Initial Complaint
01/31/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Spectrum states no contact. Promotion pricing that is agreed upon is a contract. Spectrum keeps changing the pricing of my package. Will not address the issue keeps stating broadcast surcharges, and mini cable box(I’m not talking about these charges as I have adjusted the bill for these) the base charge for the package is increased. This is a known issue customers know about and spectrum will not address. I’m to the point of starting a class action against them for this for deceptive business practices. The CS reps will not listen one was on the verge of cussing me out on the phone because I had to keep correcting her.
Business response
02/07/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********** **** ******* ***********

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

Charter records indicate that a representative spoke with Mr. ********** regarding billing concern. After further review of the account a Charter representative advised *** ********** that an adjustment was not warranted.

A Charter representative contacted Mr. ********** on January 31, 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 response
02/08/2025

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
01/30/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Spectrum on January 22nd to cancel my service because I was moving out on the 25th. I was advised to cancel my service 24 hours after moving into my new place because I was told I could transfer my current account to the new address since they service the area. I disconnected my Spectrum equipment early morning on January 24th. On January 25th a Spectrum technician came out to my new address in the evening to connect me to internet. He ended the visit saying that Spectrum doesn't service this new address, and that the sales team should have known that. On January 26th I called Spectrum again to cancel the service. My service was cancelled, but I received a full monthly bill balance for January 24th to February 24th. They're saying I still have to pay next month's bill because they don't do prorated bills and I cancelled after the statement date of January 24th. This seems horribly wrong as I wanted to cancel, was wrongly told my account could be transferred and to cancel after 24hrs of being moved into my new place (which so happened to be AFTER the next billing statement), then ended up not being able to keep the account anyways. I am disputing the charge of my remaining balance because I disconnected the equipment and did not even use a single day of the internet service during the billing period of January 24th to February 24th. I have selected "Billing adjustment" under the "Desired Settlement" drop down menu because I want the bill to be adjusted to $0. Thank you for your time and assistance with this matter.
Business response
02/03/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records reflect that a Charter representative spoke with *** ***** about their previous account balance. The representative advised *** ***** that since the account was only cancelled 1 day into their bill cycle a credit has been applied.

A Charter representative contacted *** ***** on January 30, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ***** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
02/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and can confirm that the information is accurate; a credit was applied to my account and made my remaining balance $0. This issue has been resolved, and I am grateful for everyone who took the time to call and help me.

Sincerely,

***** *****
Initial Complaint
01/30/2025
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have continuously for over 6+ months asked Spectrum to stop and refrain from sending unwanted garbage junk mail (solicitations) to my home. When I call the company about this, Spectrum employees are not very helpful and say things like "well you aren't a customer so we can't do much about it but we will put in the request." I too have put in multiple requests for this garbage mail to stop and Spectrum refuses to respect and honor my requests and continues to send garbage weekly to my home. I would like for this to stop now.
Business response
02/03/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by *** ******* ***** involving a marketing concern.

Charter records reflect, that a Charter representative updated *** *****’s information to Charter’s do not mail registry. While it is possible that *** ***** may still receive marketing materials within sixty (60) days of the date the postal address is added, our marketing team has confirmed the address has been added to our do not mail in the database.

A Charter representative communicated with *** ***** on February 2, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ***** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
02/03/2025

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.

Sincerely,

******* *****
Initial Complaint
01/29/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We were having an issue with Spectrum tv and internet in December and January. We had 5 service calls to our home and the problem was not resolved. On Jan. 20, we cancelled our service with Spectrum and went with another provider. We returned our equipment to the Spectrum store on the 20th. I received a bill for $144.39 from Spectrum for service from Jan. 17-Feb. 16. When I called customer service and spoke to a supervisor in order to credit this amount due to only 3 days of service, I was told that I was obligated to pay the $144.39 due to cancelling within a billing cycle. I was also told there was nothing that could be done to credit the account. I was also told that my mobile phone account (with Spectrum) would be raised $10.00 a month due to cancelling. I had been a customer with Spectrum for a very long time, since they were **** ******* My bills were paid on time and I was, what I thought, a very good customer. I was told if I do not pay the bill, it will go to collections. This is just wrong. During the 3 days that we used the service, we had issues with the tv and internet. It would go out and come back on all of the time. I need reliable internet service for work. That is why I cancelled the service. I would like this bill to be adjusted reflect the 3 days of service before I cancelled and not be required to pay $144.39 for the entire service dates for which I am NOT using the service.
Business response
01/31/2025
******* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** *** **** ******* ***********

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

Charter records indicate that a representative spoke with Ms. *** regarding a billing concern. After further review of the account a Charter representative advised Ms. *** that the credit has been applied to the account.

A Charter representative contacted Ms. *** on January 30, 2025, and discussed the above information. The representative provided Charter’s direct contact information to Ms. *** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
02/03/2025

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.

Sincerely,

****** ***
Initial Complaint
01/29/2025
Complaint Type:
Product Issues
Status:
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.
I cancelled spectrum and I deserve my full refund I paid 168.72 on Nov 11 and 100.00 on Jan 1 and 46.36 on Jan 6 and I need my full refund back please in gift card email to me
Business response
02/04/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter records indicate a Charter representative spoke with *** ***** regarding Charter's Business Policy of Monthly Subscription Service. Advised the policy is printed on every billing statement and is part of the Terms and Conditions signed when subscribing to Spectrum services. It was determined no adjustment was warranted.

A Charter representative contacted Ms. ***** on February 1, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ***** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer response
02/04/2025

Complaint: ********

I am rejecting this response because: I deserve my full refund of 168.00 and 100.00 and 46.00 just because I do not use spectrum no more

Sincerely,

**** *****
Initial Complaint
01/29/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Called to Cancel service 12/19/2024 on my move date on 12/21/2024. Told I would receive refund for partial month of service, which was an error by their phone rep. This is the reason for this complaint. Service cut off : 12/21/2024 as I requested, no phone or cable modem working on this day forward. Received Final bill for 107.23 for services from 12/19/2024-1/19/2025. I paid this 1/7/2025. I was on AuoPay and couldn't cancel. So I paid a full month's fee for two days of service because I was told by rep at a later time that they don't do partial month charges. They made two mistakes: 1. Errorenously told I would receive partial month refund when I called to cancel. Totally fine with paying my prorated share. However, I was given the wrong information. 2. They cut off my service 12/21/2024. I did request this; however, if I was correctly told I would have to pay for the entire month since I was already in my billing cycle, I would have cut off service on the final day of the billing cycle. I live in a poor cell reception area and my real estate agent and clients could have used the internet/phone service. This final amount charge should be refunded to my credit card since it was their error.
Business response
02/05/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

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

A Charter representative contacted Mr. ***** on January 30, 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
02/05/2025
******** ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

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

A Charter representative contacted Mr. ***** on January 30, 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 response
02/07/2025

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.

Sincerely,

****** *****
Customer response
02/07/2025

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.

Sincerely,

****** *****

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