Charter Spectrum

Dear Dispute Resolution:This letter is in response to your correspondence regarding the complaint submitted by Ms*** *** involving a service concern. In her complaint, Ms*** states that she is having issues with her digital receiver provided by Charter. The first Charter
technician had the wrong receiver available during his initial visit and the digital receiver that was provided stopped working the following morning. Ms*** reported the difficulties to Charter and was offered to have the equipment shipped to her, but Charter refused to overnight the items at no cost even though the previous equipment was faulty.Charter’s records reflect that currently Charter does not offer overnight shipping either for the digital receivers or other video equipment. Upon further review it was determined that Ms*** is seeking unused equipment instead of the available equipment Charter’s technicians have available on most vehicles. On March 15, 2016, Charter’s representative shipped Ms*** the requested digital receivers. Valuable feedback was provided to the representatives and technicians involved to ensure proper Charter policy/processes are followed in the future. A Charter representative contacted Ms*** March 14, and reviewed the information above. The representative provided Charter’s direct contact information to Ms*** for future reference Regards,*** ** ***Executive Escalation ManagerCharter Communications* *** *** ***, SC 29681*** *** (facsimile)

September 11, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO *** phone *** fax www.Revdex.com.org/stlouis RE: MO Revdex.com *** ***
Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by MsJeanne *** involving a billing concern. Charter records reflect that a refund was issued to Ms*** for the double paymentAdditional coaching was provided to the representatives that did not provide accurate information to Ms*** regarding the refund process A Charter representative contacted Ms*** on September 1, and discussed the above informationThe representative provided Charter’s direct contact information to Ms*** for future reference Regards, Corporate Escalations Charter Communications

Complaint: ***
I am rejecting this response because:
Their response is blatantly incorrect. I called them on !/to find out why the 7/date was missed. I was told mid February. They later called me and gave me the end of Feb as a date. Later on it was changed to the end of April. Both I and the developer (*** ***) agree on this set of events. OK, it will now be the end of April and I'LL BELIEVE IT WHEN I SEE IT. I repeat, their account of the events is not correct!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that a partial resolution is satisfactory to me Charter did contact me and tell me that an adjustment will be made to my accountI did verify that they indeed have credited my account Charter did offer to come out, however, they did not specify if this would be at my expense (which is often what they will tell you if they come out and there is no issue found) and I did not feel there was a need for them to come out since they told me it affected several people and the outage was indeed fixed after several hours I would also have to wait several hours for them to come out during a period of hoursI would lose work time and I did not feel that this was beneficial to me. My complaint is not just about monetary claim, but how Charter treats their customers when they are contacted regarding an outageThere are no details given, just "an outage" and it will be fixed, when it's fixedIt is the customer's responsibility to contact THEM to get an adjustment and must have the time the outage started and when it ended, when Charter clearly knows when an outage is overThis should be an automatic thing and not make it the customer's responsibility, when they are already incovenienced by not having service in the first place, a service that they PAY for. If you go on Facebook or google reviews, they have several dissatisfied customers, yet they do nothing about the same complaintsI am still very dissatisfied by their customer service and lack of effort to resolve it.
Sincerely,
*** ***

charter contacted me, the issue is currently resolvedThis type of advertising is not acceptable and should be considered shadyIf I want something I will hunt it outDon't come interrupting my life with your sales of something I never wanted! It's not hard to figure out! I'm positive my phone number is on a no solicitation, aswell as this complaint being lodgedI'm hoping I get left alone!

I am absolutely BEYOND disgusted with the complete lack of regard that Spectrum clearly has for their customersLet me first start off by stating that I have been a customer of Time Warner Cable and now Spectrum for the past years and never have I EVER not been able to reach technical support when I have needed themWe have a BUSINESS account with Spectrum/Time Warner and we have been having severe issues with BOTH our internet and phone service ALL NIGHTOur phone service is COMPLETELY out and we don't even have a dial toneOur internet service has been up and down ALL night as well and, when it is up, it is so slow that we cannot even use itIn fact, on the speed test that I just ran, it showed that we were only getting Mbps downI'm sorry, but that is even slower than ancient dispeed and we pay for the Mbps down packageIt has been so slow tonight that web pages are timing out and I cannot even connect to my VPN in order to do my job working from home as a Medical TranscriptionistI rely on my internet service to do my job and earn a livingWhen my internet is not functioning properly and I am not receiving the services that I pay so much for every month, I cannot work; therefore, I am not making any moneyBecause of your service issues tonight, I have missed my entire shift at workI work nights from home using the internet service that we pay you people for; however, tonight you people caused me to lose an entire day's pay and put me in jeopardy of losing my jobHowever, here is the main reason for my complaint this evening: Every single time I have called the phone number for Spectrum Business Class tech support, after entering my information in your horrible joke of an automated system and selection the option for technical support, I have been given a recorded message saying that you are closed and to try again during business hoursI'm sorry, but this is INSANELY unacceptableI PAY YOU PEOPLE FOR BUSINESS CLASS SERVICE AND THAT INCLUDES 24/TECHNICAL SUPPORT!!!! Not 9-technical support, but HOURS A DAY, DAYS A WEEKThe fact that we have been having such severe issues with our service tonight and not having tech support available is COMPLETELY INEXCUSABLEBefore Time Warner became this complete joke of a company, Spectrum, we ALWAYS, ALWAYS, ALWAYS had access to live tech support 24/and I will not accept anything lessFIX MY SERVICE AND ENSURE THAT I ALWAYS HAVE FULL ACCESS TO 24/TECH SUPPORTI would like someone to contact me about this IMMEDIATELY and I fully expect our phone and internet service to be back to fully functional status, with our internet at no less than Mbps down/Mbps up and I also expect our phone service to be fully restoredIn addition, I fully expect to receive a credit on our account for the completely unnecessary insanity between the service issues and not having ANY access to technical support during this time

Complaint: ***
I am rejecting this response because:..After numerous visits, changing the boxes and allow these workers in my house pm until midnightnothing has changedI still pay for services that aren' working. I have the direct contact info yes However, only one person respondsI was told to msg ppl when services are disruptedI do and it get one responseSocustomer service is still lacking as are my services
Sincerely,
*** ***

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

March 14, *** *** ***
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*** RE: MO Revdex.com *** ***
Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms*** involving a billing concern. Charter records reflect on March 9,Ms*** was place in the introductory rate for internet alone A Charter representative contacted Ms*** on March 9, and discussed the above informationThe representative provided Charter’s direct contact information to Ms*** for future reference Regards, Corporate Escalations Charter Communications

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

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

August 4, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution *** ** *** *** ***
*** *** ** *** 314-645-phone 314-645-fax www.Revdex.com.org/stlouis RE: MO Revdex.com *** ***
Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms*** *** involving a billing concern. Charter’s records reflect that the equipment charges in question have been removed from Ms***’s accountMs*** is aware that it may take up to six weeks to receive her refundAdditional coaching was provided to the representative that provided an inaccurate expectation as to when Ms*** will receive her refund A Charter representative contacted Ms*** on July 27, and discussed the above informationThe representative provided Charter’s direct contact information to Ms*** 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 ***, and find that this resolution is satisfactory to meThey did bury the line in a timely mannerNot long after, a man representing Charter asked to install some kind of Charter cable tower thing in our backyard, which we kindly declined since we do not have this company as a providerThank you
Sincerely,
*** ***

March 6, *** *** ***
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*** RE: MO Revdex.com *** ***
Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr*** *** involving a service concern. Charter was unable to address Mr***’s concerns without speaking to him for additional information. A Charter representative attempted to contact Mr*** on February 22, 23, 24, and 27, using the contact telephone number and e-mail address that Charter has on file. Charter was unsuccessful in these contact attempts to reach Mr***’sOn March 5, 2018, Charter mailed Mr*** 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 Tell us why here

[In lieu of the policy change I asked for in my initial Desired Outcome] I want a billing adjustment/credit for the eight or nine days they asked me to pre-pay for and that I was suddenly past due overAlso, I want someone to call me back immediately

August 24, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO *** phone *** fax www.Revdex.com.org/stlouis RE: MO Revdex.com *** ***
Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr*** *** involving a billing concern. Charter was unable to address Mr***’s concerns without speaking to him for additional information. A Charter representative attempted to contact Mr*** on August 17, August 18, August 19, August 22, and August 23, using the contact telephone number and e-mail address that Charter has on file. Charter was unsuccessful in these contact attempts to reach Mr***. On August 23, 2017, Charter mailed Mr*** a letter with Charter’s direct contact information. It is Charter’s recommendation that Mr*** contact Charter directly to expedite a resolution Regards, Corporate Escalations Charter Communications

Initial Business Response /* (1000, 5, 2016/01/29) */
January 28,
Revdex.com
Serving Eastern Missouri and Southern Illinois
Attn: Dispute Resolution
** *** *** Suite ***
StLouis, MO XXXXX
XXX-XXX-XXXX
*** (facsimile)
stlouis.Revdex.com.org
RE: MO
Revdex.com *** ***
Dear Dispute Resolution:
This letter is in response to your correspondence regarding the complaint submitted by Ms*** *** involving a billing concern
In her complaint Ms*** states that she contacted Charter last year about her rates increasing and was given $for the internet and advised it was standard rate
Charter's records indicate on January 30, 2014, Ms*** received a promotional discount of $prior to taxes and fees for Internet serviceCharter records also reveal that prior notification that the first part of her promotion expiration was ending and would increase to $for the next months was provided to Ms*** on her December 20, 2014, and January 20, billing statementsOn December 20, 2015, Charter provided Ms*** notification that the promotional offer was expiring and the standard rate of $plus taxes and fees would applyOn January 26, 2016, in the interest of customer loyalty, Charter's representative offered Ms*** a promotional offer of $for 12months for Internet services, which she accepted
A Charter representative contacted Ms*** on January 26, 2016, and reviewed the above informationThe representative provided Ms*** with Charter's direct contact information for future reference
Regards,
*** D***
Executive Escalation Manager
Charter Communications
*** ***
*** SC XXXXX
XXX-XXX-XXXX
*** (facsimile)
Initial Consumer Rebuttal /* (2000, 7, 2016/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

October 10, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO *** phone *** fax www.Revdex.com.org/stlouis RE: MO Revdex.com *** *** Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms*** *** involving a billing concern. Charter’s records reflect that Charter has reviewed the billing on Ms***’s account to confirm its accuracyCharter’s representative explained all billing charges in questionMs*** is aware of the current balance on her account A Charter representative contacted Ms*** on October 6, and discussed the above informationThe representative provided Charter’s direct contact information to Ms*** for future reference Regards, Corporate Escalations Charter Communications Tell us why here

September 20, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO *** phone *** fax www.Revdex.com.org/stlouis RE: MO Revdex.com *** ***
Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms*** *** involving a service concern. Charter records reflect that Ms*** was previously reimbursed for the damaged TV HDI port. On September 12, 2017ter replaced Ms***’ TV with a newer model A Charter representative contacted Ms*** on September 12, and discussed the above informationThe representative provided Charter’s direct contact information to Ms*** for future reference Regards, Corporate Escalations Charter Communications Tell us why here

I talked to Mr*** on 10/3/and my services were reconnected during this phone callI receive an apology for his employees and that he had not checked his messagesWe came to a mutual agreement I paid $on 10/3/and on 10/I pay and my account is balanced