Charter Spectrum

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13,
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 Mr*** *** involving a billing concern
In his complaint Mr*** stated that his rate has continued to increase so much so that it has forced him to downgrade cable to basic cable and a digital receiver
Charter offers various packages and promotional offers at any given time, but each package has its own set of eligibility requirementsThe customer currently has Charter's basic cable package with telephone service with one digital receiver at a rate of $prior to taxes and fees
Charter appreciates the inconvenience that any channel lineup changes can create for Mr***Because of this, Charter notifies all of its customers prior to implementing such changes along with working with each customer to find the alternate service package should a customer determine the prior service is no longer adequate for their needs
On August 11, Charter's representative contacted Mr*** and reviewed the above informationThe representative provided Mr*** with Charter's direct contact information for future reference
Regards,
*** D***
Executive Escalation Manager
Charter Communications
*** ***
*** SC XXXXX
XXX-XXX-XXXX
*** (facsimile)

August 21, 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 Charter’s Technical Team visited Ms*** residence and completed the necessary work to assist in correcting the Internet speed issueIn Addition, Charter has applied a credit adjustment to Ms*** account for the modem install fee A Charter representative spoke with Ms*** on August 17, 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

July 6, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [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] involving a service concern.    Charter records indicate that on May 30, 2017, a member of Charter’s Technical Team visited Mr. [redacted]’s residence to address the reported service issue. The necessary repairs were completed. Due to the ongoing service issues, an adjustment for one month of service has been applied to Mr. [redacted]’s Charter account.   A Charter representative spoke with Mr. [redacted] on June 29, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

July 6, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [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] R. [redacted] involving both billing and service concerns.    Charter’s records reflect that on July 2, 2017, Charter’s technical team performed a service visit at Mr. [redacted]’s residence to investigate his service concerns. During the service visit, Charter’s technical team made minor repairs and exchanged Mr. [redacted]’s wireless router. On July 5, 2017, Charter’s technical team followed up with Mr. [redacted] and confirmed that his service was operating at the level of expectancy.   In regards to Mr. [redacted]’s billing concerns, Charter’s records reflect that on January 17, 2017, Mr. [redacted] contacted Charter regarding a recent rate increase. Upon review of the interaction, Charter confirmed with Mr. [redacted] that his promotional rate had expired. Charter reviewed Mr. [redacted]’s current rate and determined that Mr. [redacted] is being billed accurately for the service that he receives.   A Charter representative contacted Mr. [redacted] on July 5, 2017, and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

Complaint: [redacted]
I am rejecting this response because: This company sent me a partial refund, which I sent back to them. I want a full refund. I have also clearly have requested numerous times to have no additional contact from this company , and still I am getting advertisements and offers for their services.
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]

HiThe customer did not want to ride on the carriage as he did not like the appearance of the driver. He was given a full refund. He was not being punished like he claims. The original driver scheduled for that carriage had gotten sick and the person driving filled in at the last min in order to not...

have to refund the rides that had already been booked. They had to rearrange the entire schedule to accommodate everyone & everyone else was happy to just get the ride as well as a fabulous tour...even though the person driving had just spent all day working in the barn then jumped on a carriage and drove all night. Sorry, but we are not going to give a "free" ride. He chose not to go and he got a full refund and his ride was quickly bought up by an appreciative family!

Complaint: [redacted]
I am rejecting this response because:The information given was incorrect and the nonpayment factor is not the issue. I refused to pay the bill because as their second technician and the so called supervisor that came out to my home on the 2 dates they have specified in their response their technicians stayed that my house was going to catch on fire die to wires I stated to them that I was not going to lay my bill untill they corrected the problem with the services. Since their technicians where stating information that would only be disclosed baby a licensed electrition I asked the two technicians to leave my property and I returned the equipment to my local office. At that time we still had service on. We have not received anything from charter stating that we were given a credit to our account, the only thing we have been receiving is phone calls from a technician field ops manager trying to get us to reinstate our service  and his name was [redacted] phone number [redacted] and I let him know we no longer have the equipment and no longer wish to use charter. We have also been receiving phone calls stating we are responsible for $286 dollars and that we have to pay that regardless.  I again stated to the representative that called that we will not pay any balance due since our service was never corrected to where we were able to watch tv and that I was disputing the bill. The rep then stated I still had to pay the remaining balance I then ended the call. Now we are still receiving phone calls from charter nut no one is leaving a message.  Now charter needs to take full responsibility for their wrongful doing along with their technicians going around telling people that their homes are wrongfully wired and will catch on fire. I do have written statements from a neighbor who just recently had a visit from charter who was told the same thing. Charter needs to make this a zero balance and credit our account 100% and make it a zero balance
Sincerely,
[redacted]

October 5, 2016   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] St. Louis, MO  63143 [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/billing concern.    In his complaint, Mr. [redacted] alleges that a representative provided him with incorrect information regarding his monthly rate for service.   Charter’s records reflect that on September 20, 2016, Mr. [redacted] contacted Charter for assistance regarding his monthly rate. Upon review of the interaction, Charter determined that the assisting representative provided Mr. [redacted] accurate information regarding his monthly rate and current promotion. Prior to ending the conversation, Mr. [redacted] elected to remain in his existing promotion.   A Charter representative contacted Mr. [redacted] on September 28, 2016, and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

August 31, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [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] D [redacted] involving a billing concern.    Charter’s records reflect Mr. [redacted]’s payment in question was posted to an old account number. Charter has moved this payment to the correct account.   A Charter representative contacted Mr. [redacted] on August 30, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   Corporate Escalations Charter Communications

October 16, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [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] involving a service concern.    Currently within Charter, the appropriate departments are continuing to work in collaboration to investigate Mr. [redacted]’s reported concern. At this time Charter will continue to stay in contact with Mr. [redacted] while working to reach a resolution.    Regards,   Corporate Escalations Charter Communications

Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a service concern. In her complaint, Ms. [redacted] states that she is experiencing intermittent Internet connection and packet loss which is causing her work from home VPN to crash. Mr. [redacted] states that she contacted Charter to have someone come out to her home to investigate her issue but was told that she would be charged a service visit fee. Currently within Charter, the appropriate departments are continuing to work in collaboration to further investigate Ms. [redacted]’s reported concerns. At this time Charter will continue to stay in contact with Mr. [redacted] while working to reach a resolution. A Charter representative contacted Ms. [redacted] on September 5, 2016 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [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 as long as the work provided to me will be without failure or anymore problems as stated in my origional complaint. I want to thank the Revdex.com for assisting me,as I received prompt atttention to the problem and full cooperation with Charter communications, that previously deemed unsuccessful.  I will continue to forward any future concerns  if any ,to Charter and work with Charter directly.Thank you Revdex.com and Thank you Charter for working with me to resolbe my concerns
Sincerely,
[redacted]

Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a billing concern.    In her complaint, Ms. [redacted] states that she has identified a debt on her credit report from Charter that is...

invalid and requests that the debt be removed.   Charter records reflect on February 22, 2017, a Charter representative contacted Mr. [redacted] regarding her billing concerns.  Ms. [redacted] was informed that Charter has contacted the credit bureaus and collections agency to have the remove the debt.   A Charter representative contacted Ms. [redacted] on February 22, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

September 6, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [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] E [redacted] involving a service concern.    Charter records reflect that due to an order entry error, services were not installed on the promised date. Installation was completed on August 29, 2017. Charter apologizes for the poor customer service experience.      A Charter representative spoke with Mr. [redacted] on August 30, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   Corporate Escalations Charter Communications

July 21, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [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’s records reflect that on July 7, 2017, a Charter representative spoke with Ms. [redacted] regarding changing her services. Upon review of this interaction the representative failed to properly inform Ms. [redacted] of the changes to her channel lineup and the monthly billing rate.   A one-time credit was issued to Ms. [redacted]’s account to cover the cost of the price difference for a period of 12 months. Additional coaching was provided to the representative that did not provide accurate information regarding Ms. [redacted]’s service changes.   A Charter representative contacted Ms. [redacted] on July 20, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

January 19, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] St. Louis, MO  63143 [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 concern.   In his concerns, Mr. [redacted] states that he stopped services on October 5, 2016 and paid through October 13, 2016, but Charter has yet to refund the remaining days he paid for in advance and did not use.   Charter’s records reflect that on January 12, 2016 a refund in the amount of $45.22 was processed on behalf of Mr. [redacted] and is expected to arrive at his residence via FedEx within three days.   A Charter representative contacted Mr. [redacted] on January 6, 2017, and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

April 11, 2017   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 Mr. [redacted] involving a service concern.    Charter records reflect that on April 4, 2017 Charter‘s technical team completed the necessary repairs.  Testing completed after these repairs confirm that the services are now working properly. A credit was provided to Mr. [redacted] for the service issues.   A Charter representative contacted Mr. [redacted] on April 10, 2017 and discussed the above information.  Charter’s direct contact information was provided to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

March 9, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] ...

                                        ...⇄ St. Louis, MO  63143 [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 Ms. [redacted] involving a billing issue.   Charter records reflect the billing increased as a result of Ms. [redacted]’s promotional offer expiring on February 8, 2017.  On February 21, 2017 Charter enrolled Ms. [redacted] in a new promotional rate for 12 months, after which Ms. [redacted]’s service charges will increase to Charter’s standard billing rates.       A Charter representative contacted Ms. [redacted] on March 8, 2017 and discussed the above information. Charter’s direct contact information was provided to Ms. [redacted] for future reference.   [redacted] Director – Corporate Escalations

July 28,...

2016                                      ...⇄                 Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] St. Louis, MO  63143 [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 Ms. [redacted] involving a service concern.        In her complaint, Ms. [redacted] states that over the past few weeks her Charter services have been underperforming.  Ms. [redacted] states that when Charter was on site the technician indicated that further work was required before the issue would be resolved. She is requesting that Charter resolve the issue immediately.    Charter’s records reflect that on July 25, 2016, Charter’s local field operations team completed the necessary repairs and confirmed that the services were working properly.    A Charter representative contacted Ms. [redacted] on July 26, 2016 and discussed the above information.  The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations [redacted] (facsimile)