Charter Spectrum

August 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] involving a billing concern.    Charter would need to speak with Mr. [redacted] directly to address his concern.   A Charter representative attempted to contact Mr. [redacted] on August 15, August 16, August 18, and August 21, 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 August 21, 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,   Corporate Escalations Charter Communications

July 30, 2017   Better Business...

Bureau 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 18, 2017 Ms. [redacted]’s concerns were forwarded to the appropriate team for review. Charter continues to investigate Ms. [redacted]’s concerns and will provide an update once a resolution has been obtained.     Regards,   [redacted] Director – Corporate Escalations Charter Communications

September 7, 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 that she continues to receive mail at her home for someone that does not live there. Ms. [redacted] requests that Charter stop sending mail to her home.   Charter’s records reflect on September 2, 2016, a Charter representative contacted Ms. [redacted] regarding her concerns. Ms. [redacted] was informed that the name on the mailers and her address was placed on Charter’s internal Do Not Mail (DNM) list.  Ms. [redacted] was also informed that this process could take up to 60 days to complete.   A Charter representative contacted Ms. [redacted] on September 2, 2016 and discussed the above information Ms. [redacted] was provided Charter’s direct contact information for future reference.   Regards,   [redacted] Director – Corporate Escalations

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]

Initial Business Response /* (1000, 5, 2015/09/17) */
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 he signed up for a three-year price lock...

rate with Charter. Mr. [redacted] states when he moved he was advised he could not keep his pricing. Mr. [redacted] states he never received a callback from a supervisor as promised. Mr. [redacted] is requesting that Charter honor his three-year price lock rate as agreed.
Charter's records reflect on May 23, 2015, Mr. [redacted] signed up for a Charter Triple Play Package for 36 months. On July 20, 2015, Mr. [redacted] transferred his Charter Triple Play Package to his new address and disconnected services at his old address. It was determined that the assisting representative did not leave Mr. [redacted] in his same promotional package. On September 14, 2015, Charter's representative corrected Mr. [redacted]'s account placing him back into 36-month promotional package at a rate of $130.94 including equipment before taxes and fees. Mr. [redacted] was also provided with Charter's TV Silver package free for 12-months. Valuable feedback was shared with Charter's representative on escalating to supervisor for follow-up.
A Charter representative contacted Mr. [redacted] on September 15, 2015 and reviewed the above information. The representative provided Charter's 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)

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 received a letter from a collection agency regarding an account with...

Charter. Mr. [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 name.   Charter’s records reflect that on November 22, 2016, Mr. [redacted] contacted Charter regarding a collection account in his name. Upon 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 further. Mr. [redacted] was provided the information on how to access and complete the ID Theft packet.   A Charter representative contacted Mr. [redacted] on November 23, 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.
Sincerely,
[redacted]  Everything is now working

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] advises that she was not aware of being in a three year contract. Charter’s records reflect on February 17, 2016, Ms. [redacted] contacted Charter to setup new Charter TV, Internet, and Voice service.  Charter’s representative placed Ms. [redacted] in a three Year Triple Play promotion with DVR service and Silver package totaling $134.95 before taxes and fees. Charter would like to inform Ms. [redacted] that this promotion does not represent a contract with Charter, and as such she is free to change or cancel services at any time. Certain Charter services will incur an installation fee while others will not.  Charter requires representatives to review services and billing at the time of sale, including any installation fees associated with the order and the exclusion of taxes and fees in a quoted promotional rate.  Charter’s first billing statement will include the associated installation charges, along with a month in advance for the services ordered.  On March 18, 2016, in the interest of customer loyalty Charter’s representative applied a credit in the amount of $79.98 to Ms. [redacted]’s account for the Charter Wi-Fi activation and installation fee. Charter thanks Ms. [redacted] for her feedback regarding her experience with our field service technicians. Valuable feedback has been provided to the appropriate department. Regards, [redacted] Director – Corporate Escalations Charter Communications [redacted]

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 Ms. [redacted] involving a service concern.    Charter’s records reflect that Ms. [redacted]’s service was restored and the cable line in her driveway has been removed. A credit was issued for the service outage. Additional coaching was provided to the representatives that interacted with Ms. [redacted] but did not properly escalate her concerns.   A Charter representative contacted Ms. [redacted] on June 26, 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

June 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 billing concern.    Charter’s records reflect that on May 30, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. Mr. [redacted] requested to disconnect his services with Charter. Mr. [redacted]’s account was disconnected upon his request. Additional coaching was provided to the representative that offered Mr. [redacted] a promotional rate without checking the eligibility requirements.   A Charter representative contacted Mr. [redacted] on May 30, 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

Thank you for issuing the remaining refund. I was told that I would receive the check within 4 to 6 weeks.

I received an email from Charter honoring my request. Thank you.

Revdex.com:
I did speak to a representative from Charter on October 24, and was informed that the installation process would be completed within 30 days from that date.  As long as this installation is completed successfully, with no further hassle, within the timeframe quoted, I will be a satisfied customer.
Sincerely,
[redacted]

They told me I have to pay taxes and fees and they got 30 day money back guarantee and it said nothing  about paying taxes and fees on theirpaper

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 Mr. [redacted] M [redacted] involving a billing concern.    Charter records reflect that the missing equipment was recovered and has been removed from the account. Mr. [redacted] was informed of his service balance and a copy of his billing statement was sent via email. Mr. [redacted] has made a commitment to to pay  the balance in full on August 4, 2017.     A Charter representative contacted Mr. [redacted] on July 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

August 25, 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.    [redacted]ter’s records reflect that Ms. [redacted] spoke with a [redacted]ter representative when making changes to her account. Upon review of this interaction, the representative failed to include the taxes and fees when informing Ms. [redacted] of her new monthly billing rate.   Ms. [redacted] was informed of [redacted]ter’s findings. A credit was applied to Ms. [redacted]’ account for her concern. Additional coaching was provided to the representatives that interacted with Ms. [redacted], but did not follow [redacted]ter’s policy regarding her concern.    A [redacted]ter representative contacted Ms. [redacted] on August 23, 2017 and discussed the above information. The representative provided [redacted]ter’s direct contact information to Ms. [redacted] for future reference.   Regards,   Corporate Escalations [redacted]ter Communications

September 18, 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 the payments that incurred a processing fee were made with the assistance of Charter representatives.  Charter confirmed the fees are valid.   A Charter representative contacted Ms. [redacted] on September 6, 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

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 Mr. Scott H [redacted] involving a service concern.    Charter’s records reflect that the last service visit performed for Mr. [redacted]’ reported service concern was in March of 2017. After this visit, credit was issued to Mr. [redacted]’ account for the service interruptions. Mr. [redacted] has since reported other service issues and Charter has scheduled service visits to investigate his concern. Charter has not had an opportunity to address these service concerns due to these service visits being canceled upon Mr. [redacted]’ request.   On June 7, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. Mr. [redacted] was informed that a service visit will need to be performed to identify the cause of his service interruption. Mr. [redacted] declined the service visit and requested that Charter repair his services remotely. Mr. [redacted] was informed that Charter will not be able to address his request for additional credit until a service visit is performed. No changes have been made to Mr. [redacted]’ account.   A Charter representative contacted Mr. [redacted] on June 7, 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

I called to reduce my service and the representative I spoke to was rude.the information this person gave me was incorrect compared to 3 other employees. when asked for full name he only gave me his first and stated that it was his right as an American not to give his last. when asked about his supervisor he said they were un available in a meeting and put me on hold where I ended up getting cut off.

Complaint: [redacted]
I am rejecting this response because:  I have tried to return calls from Mr. [redacted] of Charter Spectrum numerous times to speak with them and correct my billing issues.  I received a letter from Charter notifying that my service would be disconnected and service was disconnected on 9/23.  I have even went to my bank to correct my billing statement.  Since my service is disconnected, I need Charter Spectrum to call me on my cell phone which they have the number.
Sincerely,
[redacted]