Charter Spectrum

October 26, 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 a Charter representative disconnected her call when contacting Charter for assistance. Additionally, Ms. [redacted] states that she is supposed to be receiving Internet service through her property complex but is not receiving the Internet service.   Charter’s records reflect that on October 15, 2016, Ms. [redacted] contacted Charter for assistance. Upon review of the interaction, Charter determined the correct steps were not followed to transfer Ms. [redacted] to Charter’s survey system as requested. Charter provided additional coaching to the representative to ensure that customers are properly transferred moving forward. In regards to Ms. [redacted]’s Internet concerns, Charter reviewed Ms. [redacted]’s account and verified that there is currently no service agreement in place between Charter and Ms. [redacted]’s property complex to provide Charter’s Internet service at bulk rates.   A Charter representative attempted to contact Ms. [redacted] on October 18, October 19, October 20, October 21, and October 22, 2016, using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Ms. [redacted].  On October 26, 2016, Charter mailed Ms. [redacted] a letter with Charter’s direct contact information.  It is Charter’s recommendation that Ms. [redacted] contacts Charter directly to expedite a resolution.   Regards,   [redacted]9 Director – Corporate Escalations

December 22, 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 billing concern.    In his complaint, Mr. [redacted] states that he was not informed of the additional taxes and fees associated with his Cable TV package.   Charter records reflect that on October 24, 2016, Mr. [redacted] contacted Charter to establish new service. During the interaction Charter’s assisting representative informed Mr. [redacted] of the monthly promotional rate for service prior to taxes. On December 19, 2016, Charter contacted Mr. [redacted] to address his billing concerns. Charter’s assisting representative discussed the taxes and fees applicable in his area. Charter applied a one-time courtesy credit to Mr. [redacted]’s account.   A Charter representative contacted Mr. [redacted] on December 19, 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 [redacted], and find that this resolution is satisfactory to me. Overall, I would say I'm satisfied.  The business did a good job with followup once we brought a complaint against them.  It's just awful that's what it takes to get them to act like a rational business as any attempts previously failed and we were taken on a wild goose chase to get our account taken care of or even talk to someone who could access our account.
Sincerely,
[redacted]

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 Ms. [redacted] involving a billing concern.    Charter’s records reflect that on June 12, 2017, a Charter representative spoke with Ms. [redacted] regarding her concern. Ms. [redacted] was offered a promotional monthly rate for her subscribed services. Ms. [redacted] accepted this offer, and her account was adjusted to reflect this new monthly rate.   A Charter representative contacted Ms. [redacted] on June 12, 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 27, 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] F [redacted] involving a billing concern.    Charter records reflect that the reported  debt is valid. As a courtesy, Charter has recalled the debt allowing Mr. [redacted] more time to resolve the balance.     A Charter representative contacted Mr. [redacted] on July 26, 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

August 24, 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] J [redacted] involving a refund request concern.    Charter records reflect that Mr. [redacted] refund check was mailed to the incorrect address. As a result, the refund was stopped and reissued to the correct address. Mr. [redacted] was informed that he will receive his refund check within 7-10 business days.   A Charter representative spoke with Mr. [redacted] on August 23, 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...

September 22, 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’s records reflect that a service visit was performed to investigate Mr. [redacted]’s concern. Charter was able to identify the cause of the issue and correct it. Mr. [redacted] is now receiving his subscribed Internet speed. A credit was applied to Mr. [redacted]’s account for his service interruption.   A Charter representative contacted Mr. [redacted] on September 15, 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

Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] J. [redacted] involving a service/billing concern.    In his complaint, Mr. [redacted] alleges that the installation technician left multiple tasks unfinished at his...

residence and his TV was damaged by the technician. Mr. [redacted] also alleges that he is not receiving the expected channel line-up or Charter’s Security Suite.   Charter’s records reflect that on October 27, 2016, Charter installed Mr. [redacted]’s service. On October 28, 2016, Charter received a damage claim from Mr. [redacted] for his TV. On November 4, 2016, Charter’s Risk Management team denied Mr. [redacted]’s claim after determining that the installing technician could not be identified as causing the damage to Mr. [redacted]’s TV. On November 12, 2016, Charter’s technical team performed a service visit at Mr. [redacted]’s residence and assisted with rerouting a cable line to Mr. [redacted]’s Internet modem.   In regards to Mr. [redacted]’s channel line-up and Charter’s Security Suite, Charter’s records reflect that on October 21, 2016, Mr. [redacted] was informed of the channel line-up that he would receive and Charter confirmed that Mr. [redacted] is receiving the correct channel line-up. Additionally, Mr. [redacted] has been informed of the steps required to install Charter’s Security Suite.   A Charter representative contacted Mr. [redacted] on November 15, 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

June 15, 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 service concern.    Charter’s records reflect that on May 7, 2017, a Charter representative spoke with Ms. [redacted] regarding her concern. Ms. [redacted] was informed of the eligibility requirements for the Spectrum Internet Assist offer. Ms. [redacted] does not qualify for this offer due to already being an active Charter Internet subscriber. Additional coaching was provided to the representatives that interacted with Ms. [redacted], but did not provide accurate information regarding her concern.   A Charter representative contacted Ms. [redacted] on May 7, 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

August 2, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] 314-645-3300 phone 314-645-2666 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 there was an area-wide service outage that affected Mr. [redacted]’s services. Charter was able to identify the issue and correct it. Mr. [redacted] has confirmed that his services are now working properly. A credit was issued to Mr. [redacted]’s account for his service interruption. Additional coaching has been provided to the representatives that interacted with Mr. [redacted] but did not follow Charter’s policy regarding escalating his concern.   A Charter representative contacted Mr. [redacted] on July 25, 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...

June 19, 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.    A Charter representative attempted to contact Ms. [redacted] on June 12, June 13, June 14, and June 15, 2017, using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Ms. [redacted].  On June 19, 2017, Charter mailed Ms. [redacted] a letter with Charter’s direct contact information.  It is Charter’s recommendation that Ms. [redacted] contact Charter directly to expedite a resolution.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

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. There will be some adjustments on the invoice which I'm waiting for the date to pay bill. I have direct information from [redacted]. If invoice or payment is not as Vanessa told us, we will continue with complaint.  Thank you.
Sincerely,
[redacted]

March 2, 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 records reflect that upon speaking with Mr. [redacted] he had upgraded his services and was receiving Charter’s available discount.  On February 28, 2017 Charter applied an adjustment for the installation fee that was not disclosed during Mr. [redacted]’s service transfer.   A Charter representative contacted Ms. [redacted] on February 28, 2017 and discussed the above information. Charter’s direct contact information was provided to Ms. [redacted] for future reference.   [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]

Complaint: [redacted]
I am rejecting this response because: it's been've resolve and we finally came to an agreement. 
Sincerely,
[redacted]

August 20, 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 August 8, 2017 Mr. [redacted]’s concerns were forwarded to the appropriate team for review. Charter continues to investigate Mr. [redacted]’s concerns and will provide an update once a resolution has been obtained.   Regards,   Corporate Escalations Charter Communications

Complaint: [redacted]
I am rejecting this response because:
I showed them proof by one of their employees that shows they did not apply the complete credit because their employees failed to put it on their books. It is not my fault their there emloyees do not follow prodocall I shouldn't have to be held liable for their employees mistakes and laziness. I showed them proof that their field supervisor admitted to working on my house without putting it on the books.
Sincerely,
[redacted]

September 1, 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 billing concern.         In her complaint, Ms. [redacted] states she discovered that she has been paying for services she has been unable to receive.    Charter’s records reflect that on August 8, 2016, Charter disconnected Ms. [redacted]’s Charter Video services.  On August 8, 2016, Charter applied a 12 month promotional offer for Charter’s Internet.  Once the discount expires Charter’s standard rates are applicable.  On August 12, 2016, in the interest of customer loyalty, Charter applied an adjustment to Ms. [redacted]’s Charter account.     A Charter representative contacted Ms. [redacted] on August 30, 2016 and reviewed the above information.  Charter’s direct contact information was provided to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations [redacted] (facsimile)

May 8, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] 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] M [redacted] involving a fraud concern.    Charter is unable to resolve Ms. [redacted]’s concerns without speaking with her directly.   A Charter representative attempted to contact Ms. [redacted] on April 26, April 27, April 28, and May 1, 2017 using the contact telephone number that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Ms. [redacted].  On May 1, 2017, Charter mailed Ms. [redacted] a letter with Charter’s direct contact information.  It is Charter’s recommendation that Ms. [redacted] contacts Charter directly to expedite a resolution.   Regards,
[redacted] Director – Corporate Escalations Charter Communications

August 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 Ms. [redacted] involving a service concern.    Charter records reflect that Ms. [redacted]’ customer-owned modem is not capable of providing currently subscribed speeds.  Ms. [redacted] was informed of the options to replace the modem.   A Charter representative contacted Ms. [redacted] on August 8, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   Corporate Escalations Charter Communications