Charter Spectrum

Initial Business Response /* (1000, 5, 2016/02/26) */

February 26, 2016

Revdex.com
Serving Eastern Missouri and Southern Illinois
Attn: Dispute Resolution
[redacted] Suite [redacted]
St. Louis, MO XXXXX
XXX-XXX-XXXX
[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 damage concern.
In his complaint, Mr. [redacted] states that during his installation Charter's representative damaged several items within his home. Mr. [redacted] also states that Charter has denied his claim and is seeking assistance from the agency to resolve this issue.
Charter's records reflect that on February 19, 2016, Charter's local field operations team notified Mr. [redacted] that his claim was denied. After reviewing the facts and other details it was determined Charter's representative did not move the furniture in question and Charter's third-party contractor involved was not labile for the damage. On February 22, 2016, in the interest of customer loyalty Charter applied an adjustment to Mr. [redacted] account in the amount of $130.00.
A Charter representative contacted Mr. [redacted] on February 22, 2016 and reviewed the above information. The representative provided direct contact information to Mr. [redacted] for future reference.
Regards,
[redacted] D. [redacted]
Executive Escalation Manager
Charter Communications
2 [redacted]
[redacted] SC XXXXX
XXX-XXX-XXXX
[redacted] (facsimile)
Initial Consumer Rebuttal /* (2000, 7, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At the end of the day the damage was payed for.

June 7, 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 billing concern.    Charter would need to speak directly with Mr. [redacted] to address his concern.     A Charter representative attempted to contact Mr. [redacted] on May 31, June 1, June 2, June 5, June 6, and June 7, 2017 using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Mr. [redacted].  On June 7, 2017, Charter mailed Mr. [redacted] a letter with Charter’s direct contact information.  It is Charter’s recommendation that Mr. [redacted] contacts Charter directly to expedite a resolution.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

June 4, 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. Adele [redacted] involving billing and service concerns.    Charter records reflect that Ms. [redacted] is being billed accurately for the services to which she subscribes.  On June 2, 2017 Charter confirmed all services are working as expected.   A Charter representative contacted Ms. [redacted] on May 27, 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 Tell us why here...

January 30, 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 complaint, Mr. [redacted] states that he was charged an Installation fee for WIFI service that he was not informed of.  Upon contacting Charter to have the fee removed, Mr. [redacted] states that he was only provided a partial credit.  Mr. [redacted] request that his account is credited the remaining amount for the activation fee.   A credit was applied to Mr. [redacted]’s account to remove the entire amount associated with the activation fee for the WIFI service.    A Charter representative contacted Mr. [redacted] on January 25, 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 10, 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 both a billing and service concern.    Spectrum’s records reflect that on April 1, 2017, Spectrum’s local technical team performed a service visit at Ms. [redacted]’s residence to investigate her service concerns. During the service visit, Spectrum’s technical team confirmed that Ms. [redacted]’s Internet service was operating at the level of expectancy. On April 7, 2017, Spectrum’s billing team attempted to reach out to Ms. [redacted] regarding her payment concerns; however, its attempt to reach Ms. [redacted] was unsuccessful.   A Charter representative contacted Ms. [redacted] on April 1, 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

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]

March 20, 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 issue.   Charter’s records reflect that on Charter’s February 2, 2017 billing statement Mr. [redacted] received notification of the upcoming rate adjustment and its impacts to his billing statement.  Charter confirmed that Mr. [redacted] is being billed correctly based on his current service level and promotional eligibility requirements.   A Charter representative contacted Mr. [redacted] on March 18, 2017 and discussed the above information. Charter’s direct contact information was provided to Mr. [redacted] for future reference.   [redacted] Director – Corporate Escalations

June 13, 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 billing concern.    Charter’s records reflect that on June 9, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. The representative went over Mr. [redacted]’s bill in detail. Mr. [redacted] was informed that the next recurring payment due on June 26, 2017 was adjusted to the normal monthly billing rate. A credit was issued for the difference in the monthly billing rate, and the late fee that occurred. Additional coaching was provided to the representatives that did not provide accurate information in regards to Mr. [redacted]’s billing concern.   A Charter representative contacted Mr. [redacted] on June 9, 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: I have been on a business trip and received calls however no voicemail message was left. Please
Call again
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]my apologies CHARTER was very quick to respond , the repairman felt the issues was in my computer , I located the problem !  I was using GOOGLE CHROME I have since removed it switched it to FOXFIRE computer works like it is suppose too :)

February 13, 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 both a service and billing concern.    In his complaint, Mr. [redacted] states that he was misquoted the monthly rate for Internet service and he is experiencing ongoing service issues with Charter’s Internet service.   Charter’s records reflect that on February 7, 2017, Mr. [redacted]’s concerns were forwarded to the appropriate team for review. Currently, Charter continues to investigate Mr. [redacted]’s concerns and will provide an update once a resolution has been obtained.   Regards,   [redacted] Director – Corporate Escalations

May 29, 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 record’s reflect that Ms. [redacted] is being billed correctly for the services to which she subscribes.  Charter confirmed that the balance on Ms. [redacted]’s account is correct.   A Charter representative contacted Ms. [redacted] on May 19, 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

Complaint: [redacted]
I am rejecting this response because:
Business just gave the same run around that my prior calls got, they obviously put forth no effort to look into the problem and offered no plausible explanation. They ignored half of my complaint and said I would have to start all over again to escalate that part.
Sincerely,
[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 since moving to a new location and transferring his Charter services, he has...

been unable to access his email with countless attempts to get it fixed from Charter.  Charter’s records indicate when the order was placed to transfer Mr. [redacted]’s service an internal error caused the email not forward to Mr. [redacted]’s new location.  On March 21, 2016, Charter’s representative escalated the reported issue to the appropriate department.  On March 23, 2016, Charter updated its records and confirmed all Mr. [redacted]’s email addresses were functioning properly.  On March 25, 2016, Charter’s representative follow up with Mr. [redacted] who now considers the matter closed.A Charter representative contacted Mr. [redacted] on March 25, 2016 and reviewed the information above.  The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,[redacted]Director – Corporate EscalationsCharter Communications[redacted]facsimile)

February 8, 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 1[redacted] ...

                  Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a service/billing concern.    In her complaint, Ms. [redacted] states that she cancelled her service with Spectrum after determining not all channels requested would be provided to her. Ms. [redacted] is requesting a full refund for service.   Charter’s records reflect that on December 12, 2016, Ms. [redacted] accepted an offer for Spectrum’s service. Upon review of the original interaction, Spectrum determined that the assisting representative failed to provide accurate information to Ms. [redacted] regarding her channel line-up. Spectrum provided additional coaching to the representative that interacted with Ms. [redacted] but failed to provide accurate information. On February 1, 2017, Spectrum informed Ms. [redacted] that a refund would be issued for the amount requested by Ms. [redacted]. Ms. [redacted] can expect to receive the refund in four to six weeks via U.S. mail.   A Spectrum representative contacted Ms. [redacted] on February 1, 2017, and discussed the above information. The representative provided Spectrum’s direct contact information to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

September 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 Mr. [redacted] M [redacted] involving a service concern.    In his complaint, Mr. [redacted] states that a damaged cable line needs to be repaired by Charter.   Charter’s records reflect that during July 2016, the cable line was initially damaged by inclement weather. On September 28, 2016, Charter completed the necessary construction and confirmed with Mr. [redacted] that the damaged cable line has been repaired.   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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12304185, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

July 30, 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 records reflect that Ms. [redacted] was provided incorrect information when upgrading her account.  A credit was applied to Ms. [redacted]’s account.   A Charter representative contacted Ms. [redacted] on July 25, 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

July 2, 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’s records reflect that on June 21, 2017, Mr. [redacted]’s concerns were forwarded to the local technical team for review. Upon receipt of Mr. [redacted]’s inquiry, the Internet modem was replaced by Charter’s technical team and a credit issued to the account for the Internet activation fee. Charter provided additional coaching to representatives that interacted with Mr. [redacted] but failed to provide accurate information.   A Charter representative contacted Mr. [redacted] on June 22, 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

September 13, 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 billing concern.    Charter records reflect that the equipment is question has been removed from the account. A refund check was processed and delivered via FedEx on September 12, 2017. Mr. [redacted]’s account has been recalled from Collections and a deletion letter has been mailed to Mr. [redacted]’s current address.   A Charter representative spoke with Mr. [redacted] on September 12, 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 Tell us why here...