Charter Spectrum

Complaint: [redacted]
I am rejecting this response because:I was told my bill would be reduced to 40$ a month I would have never agreed to increase my bill for a service that does not work properly I want to reduce my old bill not add more wasted money 
Sincerely,
[redacted]

May 9, 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] A [redacted] involving a billing concern.  In his complaint, Mr. [redacted] states he disconnected Charter’s TV service on April 7, 2016, but he continues to be billed for Charter’s TV service. Charter’s records reflect on April 7, 2016, Mr. [redacted] visited Charter’s local office to disconnect Charter’s TV service and return all equipment. Due to an order entry error, Mr. [redacted] continued to be billed for Charter’s TV service after the request to disconnect. On May 5, 2016, Charter issued Mr. [redacted] an account adjustment for the billing errors that occurred. Charter provided coaching to the representative who failed to disconnect Charter’s TV service as requested by Mr. [redacted]. A Charter representative contacted Mr. [redacted] on May 6, 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 Charter Communications [redacted] (facsimile)

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]

June 1, 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 1[redacted]...

                 Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] G. [redacted] involving a billing concern.    Charter records reflect that Ms. [redacted] was originally quoted the correct rate for the package she requested.  Due to equipment issues, both previous work orders were cancelled.  Ms. [redacted] has cancelled services with Charter.   A Charter representative contacted Ms. [redacted] on May 24, 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

Dear Dispute Resolution:This letter is in response to your correspondence regarding the complaint submitted by [redacted] involving a solicitation concern.  In the complaint, Mr. [redacted] states that he has been receiving unwanted phone calls from Charter and third parties.  Given...

the nature of this complaint, Charter has tried to reached out Mr. [redacted] to discuss this matter via phone with no success, but has added Mr. [redacted]’s number to Charter’s internal Do Not Call list, so that he is not contacted by Charter in the future. Please note that it may take up to 30 days for internal no-call requests to be processed.  During this time, Mr. [redacted] may continue to receive service calls from Charter related to his account.  In addition to maintaining an internal no-call list, Charter also maintains written procedures and training to comply with the various federal and state telemarketing laws.  As part of this process, Charter utilizes Possible Now’s “DNC Solution” to ensure that all internal and external telemarketers scrub their call lists against the same master Charter no-call list, as well as applicable state and federal no-call lists. Charter also suggests that Mr. [redacted] register his telephone number on the National Do Not Call Registry, which will prevent Mr. [redacted] from receiving marketing calls that originate outside of Charter.  The website to register phone numbers on the National Do Not Call Registry can be found at www.donotcall.gov.  Please note that Charter customers who place themselves on the national Do Not Call Registry are not automatically placed on Charter’s internal no-call list, and may still receive calls from Charter under the “existing business relationship” exemption until they specifically request to be placed on Charter’s internal no-call list.  This could take up to 30 days to complete the removal since some marketing is completed in advance.  A Charter representative attempted to contact Mr. [redacted] on April 15, April 20, April 21, and April 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 Mr. [redacted].  On April 22, 2016, Charter mailed Mr. [redacted] a letter with Charter’s direct contact information.  It is Charter’s recommendation that Mr. [redacted] contacts Charter in the event further assistance is needed. Regards,[redacted]Director – Corporate EscalationsCharter Communications[redacted] (facsimile)

July 5, 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 indicate that on June 24, 2017, a member of Charter’s Technical Team visited Ms. [redacted] residence to address the reported service issue. Charter’s Technician completed the necessary work to ensure service issue is resolved. Charter offered Ms. [redacted] one month of service credit and Ms. [redacted] was informed about the limitations that exist within her wireless network .     A Charter representative spoke with Ms. [redacted] on June 24, 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 9, 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.    On June 2, 2017, Ms. [redacted] informed the representative that she will pick up the new equipment needed. Charter has back dated Ms. [redacted]’ account to her initial requested date of disconnection for TV services which is April 18, 2017. Additional coaching was provided to the representative that failed to inform Ms. [redacted] of the equipment upgrade needed for her new package.   A Charter representative contacted Ms. [redacted] on June 2, 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

September 14, 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] N [redacted] involving a service concern.    Charter’s records reflect that a service visit was performed to investigate Ms. [redacted]’s concern. Charter was able to identify the issue, and correct it. A credit was applied to Ms. [redacted]’s account for her service interruption.   A Charter representative contacted Ms. [redacted] on September 7, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is *mostly* satisfactory to me. Additionally, I received a phone call from the business within 48 hours of filing this complaint, to inform me that they had put a halt on all marketing mailers which would go into effect immediately, bypassing their usual processing delay timeline.  I'm glad to have received such a prompt response.  I am concerned, however, at the discrepancies between their various stated timeframes.  10 weeks according to their website, 90 days according to the phone call, and 60 days according to their Revdex.com response - which one is it?  This makes me skeptical as to whether they actually do have any official process in place for removing customers from mailing lists.Hopefully I won't be reopening this complain 60 days from now.  I am cautiously optimistic that this has been handled.
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]

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. [redacted] involving a billing concern.    Charter records reflect that all equipment was removed from Mr. [redacted] account on May 18, 2017  however, an error prompted Charter's Collections Team to place collection calls for unreturned equipment. On June 9, 2017, the needed adjustments were made and the Collections Team was notified to stop collection calls. Mr. [redacted] was advised via email that it could take 24-48 hours for Charter's system to update and for Collection calls to cease.   A Charter representative spoke with Mr. [redacted] via email on June 15, 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 spoken with the power company when they initially come out to fix the power outage caused by the charter technician. The power company stated that they are not at fault due to however they had the Powerline wired the technician was required to know which line to cut for the internet it was the technicians fault for cutting the wrong wire. I am waiting on documents from the power company and will also be providing documents for damages that was done to the panel and Breakers as well as the outlet. I will now be asking for compensation for the TV that was blown the panel that we had to replace the breakers we had to replace the outlet that had to be replaced and time that was having to take off work for the damages that occurred. Myself Mrs.[redacted] had to miss one day of work in order to get the damages fixed as I do have small children in the home.
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 on February 24, 2017 Charter approved Mr. [redacted]’s contract buyout offer and provided the appropriate feedback to those involved surrounding the delay.  As a result Charter applied an additional adjustment to Mr. [redacted]’s account.   A Charter representative contacted to contact Mr. [redacted] on February 27, 2017 and discussed the above information. Charter’s direct contact information was provided to Mr. [redacted] for future reference.   [redacted] Director – Corporate Escalations

July 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]...

                 This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a service concern.    Charter records reflect that the necessary work was completed to assist in resolving the reported Internet service issue. The modem is online and functioning as expected. On July 7, 2017 and July 11, 2017 Charter applied a service adjustment to Mr. [redacted]’ account for the service issues.   A Charter representative contacted Mr. [redacted] on July 12, 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

June 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] [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 indicate that on June 20, 2017, a Charter representative spoke with Mr. [redacted] and apologized for the order processing error.  As a result, the work order has been cancelled and Charter applied 1 month of service credit to Mr. [redacted]’s Charter account.  Charter apologized for the inconvenience.     A Charter representative contacted Mr. [redacted] on June 20, 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

My complaint has been satisfied. I had the installation charge removed by Charter.

March 21, 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.   Charter’s records reflect that the monthly increase on the Internet service was a result of the annual rate increase and not a penalty for downgrading services.  In the interest of customer loyalty Charter applied a promotional offer that provides a discount off the standard rate for Internet service.    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

May 5, 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] SPERO       Dear Dispute...

Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a website concern.    Charter’s records reflect that on April 26, 2017 a Charter representative spoke with Ms. [redacted] regarding her concern. Ms. [redacted] was advised that Charter has been investigating the cause of this issue. The representative advised Ms. [redacted] that Charter will provide notification once this issue has been corrected.   A Charter representative contacted Ms. [redacted] on April 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Please be advised Spectrum was unable to lower any costs and advised that the pricing I currently have with Time Warner would cost less and include more viewing channels than what was offered thru Spectrum.  That is why no changes were made.  Considering their response I have no option other than accept their response.
Sincerely,
[redacted]

October 20, 2017 Revdex.com Serving Eastern Missouri and Southern IllinoisAttn: Dispute Resolution[redacted]St. Louis, MO 63102[redacted] phone[redacted] faxwww.Revdex.com.org/stlouis RE:  MO Revdex.com [redacted]...

[redacted]                 Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving an experience concern.   Charter’s records indicate on October 17, 2017, a Charter representative spoke with Mr. [redacted] and he agreed to settle the damage claim.   A Charter representative contacted Mr. [redacted] on October 17, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference. Regards,Corporate EscalationsCharter Communications