Charter Spectrum

Complaint: [redacted] I am rejecting this response because: Although George Duffy from Charter/Spectrum has been in contact with us, he still states that they do not "credit" or "refund" a customer even though they have our recorded conversation stating they would Sincerely, [redacted]

August 7, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [redacted] phone [redacted] fax www.Revdex.com.org/stlouis RE: MO Revdex.com [redacted] Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by MsAmy M [redacted] involving a billing concern Charter’s records reflect that the offer in question is for new Charter customers onlyMs [redacted] is aware of this offer’s eligibility requirements, and no changes have been made to her account A Charter representative contacted Ms [redacted] on August 3, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, Corporate Escalations Charter Communications

November 1, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] StLouis, MO [redacted] (facsimile) stlouis.Revdex.com.org RE: MO Revdex.com [redacted] *** Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr [redacted] involving a service concern In his complaint, Mr [redacted] states that since moving to his new address, his Caller ID has been displaying a hospital instead of the correct informationMr [redacted] also states that he is receiving telephone calls intended for a hospital Charter’s records reflect that on September 14, 2016, Mr***’s new service was installed with CharterUpon review of the installation, Charter determined that the telephone number provided to Mr [redacted] was previously associated with a hospitalOn October 16, 2016, Charter’s technical team corrected several issues associated with Mr***’s assigned telephone numberOn October 24, 2016, Charter issued Mr [redacted] an account adjustment for time spent without properly working Voice serviceCharter provided additional coaching to representatives who failed to follow Charter’s policies and procedures when activating telephone numbers A Charter representative contacted Mr [redacted] on October 21, 2016, and discussed the above informationCharter’s follattempt to reach Mr [redacted] on November 1, 2016, was unsuccessfulThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, [redacted] Director – Corporate Escalations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It is discouraging that it took me to contact the Revdex.com to finally get immediate attention and resolution to an ongoing issue I was having Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This has been a nearly year problem The techs that came out are only the second time a tech has not seen the problem The problem is intermittent, so I know it's like chasing a ghost But the "ghost" does exist We've seen it too many times The problem happens more often when the wind is blowing The stronger the wind, the more frequent the problem occurs Before there had been no follto the service calls Now they seem to be more willing to do not only follow-ups, but are also trying different procedures to find the problem Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: basically Time Warner Spectrum played phone tag with me they gave me a return number to call back that only took messages they called back times and the last time I got no response back when I call and left a message they still have not resolved the problem of the overbuilding of my account I am not satisfied with their attempts to contact me I have never received any letter from Time Warner or Spectrum I made an attempt to call the local Time Warner and Spectrum number and they said they would pass the information over to the main office in Colorado and I still did not get a response thank you Sincerely, [redacted]

July 11, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [redacted] phone [redacted] fax www.Revdex.com.org/stlouis RE: MO Revdex.com [redacted] [redacted] Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms [redacted] involving a billing concern Charter records indicate that a Charter representative reviewed Ms [redacted] ’s account and determined that Ms [redacted] was billed accurately A Charter representative spoke with Ms [redacted] on July 11, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

September 13, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] StLouis, MO [redacted] phone [redacted] fax www.Revdex.com.org/stlouis RE: MO Revdex.com [redacted] Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms [redacted] *** Charter is continuing to review Ms***’s issue Charter will continue to be available to Ms [redacted] should she have any questionsCharter’s direct contact information has been provided for future reference Regards, Corporate Escalations Charter Communications Tell us why here

September 21, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [redacted] phone [redacted] fax www.Revdex.com.org/stlouis RE: MO Revdex.com [redacted] Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms [redacted] involving a billing concern Charter records reflect that the incorrect service package was added to Ms [redacted] account on September 28, As a result, the account was updated with the correct service plan and Ms [redacted] was informed of her monthly total and new channel lineup A Charter representative spoke with Ms [redacted] on September 21, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, Corporate Escalations Charter Communications Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI was contacted the day the complaint was submitted by Charter's Corporate OfficesThe following day I was contacted by someone more localThe speed of the response was impressiveI was assured that my balance had been taken care of and this should no longer be an issueNo explanation was offered as to why this occurred in the first placeI can only hope that an investigation was performed and the cause revealed in order to prevent this sort of issue from reoccurring with other people Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr [redacted] involving a billing concernIn his complaint, Mr [redacted] states that he received a letter from a collection agency regarding an account with CharterMr [redacted] states that he never obtained an account with Charter and is requesting that Charter clear the account balance on the account associated with his nameCharter’s records reflect that on November 22, 2016, Mr [redacted] contacted Charter regarding a collection account in his nameUpon review of the interaction, the assisting representative accurately informed Mr [redacted] that a charged off account was associated with his Social Security Number (SSN)On November 23, 2016, Charter informed Mr [redacted] that an ID Theft packet would need to be completed to investigate the matter furtherMr [redacted] was provided the information on how to access and complete the ID Theft packetOn December 7, Charter mailed the appropriate forms to Mr [redacted] A Charter representative contacted Mr [redacted] on December 7, 2016, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future referenceRegards, [redacted] Director – Corporate Escalations

September 12, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [redacted] phone [redacted] fax www.Revdex.com.org/stlouis RE: MO Revdex.com [redacted] Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr [redacted] L [redacted] involving a billing concern Charter records reflect that a Charter representative explained the bill to Mr [redacted] in detail, including all one time chargesA credit adjustment was applied to Mr [redacted] ’s account for the payment service fee that was not disclosed when Mr [redacted] made a paymentMr [redacted] is aware of his past due balance to restore his Charter services A Charter representative spoke with Mr [redacted] on September 06, and discussed the above informationThe representative provided Charter’s direct contact information to MrMr [redacted] for future reference Regards, Corporate Escalations Charter Communications

March 20, [redacted] RE: MO Revdex.com [redacted] Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms [redacted] involving a service concern Charter records indicates the customer was experiencing service issues due to elevated noise issuesThe source of the issue has since been found and correctedA credit for service issues has been applied to Ms [redacted] ’s account A Charter representative contacted Ms [redacted] on March 15, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, Corporate Escalations Charter Communications

April 10, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms [redacted] involving a billing concern Charter’s records reflect that on January 25, 2017, Ms [redacted] acquired service with CharterOn April 5, 2017, Charter confirmed that Ms [redacted] was not billed an ETF from her prior provider; therefore, no contract buyout reimbursement would be issued to her account A Charter representative contacted Ms [redacted] on April 5, 2017, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, [redacted] Director – Corporate Escalations

Complaint: [redacted] I am rejecting this response because:I was not given proper proof that I agreed to anything they saidIt is their word against mineThey state there is a recording of my agreement to them to pull the money from my account but won't show it to me to prove me wrongThe burden of proof belongs to themThey need to prove to me & you that I made this agreementThem telling me that I said is not good enough I am am not satisfied with the outcome & I want them to give me a refund Sincerely, [redacted]

I received another disconnection notice dated 9/18/stating it will be disconnected on 9/21/I called them and tried to make some sort of payment arrangement until we could get this matter resolved and they still do not want to admit it is their error They are still stating I have a balance which I do not because I am paid up

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr [redacted] regarding a service concern In his complaint, Mr [redacted] stated he continues to experience intermittent issues with his Charter Internet servicesMr [redacted] alleges five Charter technicians have been to his home and have not been able to resolve his service issuesMr [redacted] is requesting resolution Charter's records reflect Mr [redacted] has had three completed service visits in the past monthsOn June 14, 2015, Charter's technician determined that Mr***'s issues were cause by his own equipmentOn June 27, 2015, a Charter technician completed internal maintenance and replaced Mr***'s modem, which resolved his Internet service issues A Charter representative contacted Mr [redacted] on June 27, and reviewed the above informationThe representative provided Charter's direct contact information to Mr [redacted] for future reference Regards, [redacted] D [redacted] Executive Escalation Manager Charter Communications [redacted] SC XXXXX XXX-XXX-XXXX [redacted] (facsimile) [redacted] @charter.com

March 8, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] *** StLouis, MO [redacted] (facsimile) stlouis.Revdex.com.org RE: MO Revdex.com [redacted] Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr [redacted] involving a billing issue Charter records reflect Mr***’s account has been upgraded to Charter TV Gold package and monthly deferred credits were applied for the next months to honor the service and rate he was quoted A Charter representative contacted Mr [redacted] on February 27, Charter’s direct contact information was provided to Mr [redacted] for future reference [redacted] Director – Corporate Escalations