Charter Spectrum

Complaint: [redacted]
I am rejecting this response because: I was told by [redacted] that the information pricing, speeds, fees were incorrect that were quoted to me by previous representatives. However as the service provider was unable to do anything about the $200 activation fee I told her I would have to choose the slower plan. I was told I was going to get a call back that same evening about setting up service at my address however I never did receive a call back. The number I was provided to call back at with the extension is now no longer valid.
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]

February 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 concern.    In his complaint, Mr. [redacted] alleges that he was informed that his monthly rate would never exceed $169.00 monthly. Mr. [redacted] reports that his monthly rate is now above that cost and is requesting that Charter adjust his billing.   Charter’s records reflect that on February 9, 2017, Mr. [redacted] contacted Charter to review his billing. Upon review of the interaction, Mr. [redacted] was informed of what his monthly rate would be moving forward after the expiration of his promotional rate. On February 10, 2017, Mr. [redacted] contacted Charter and options were provided to lower his monthly rate by removing ancillary services and Charter’s Silver package was removed during the interaction. Charter confirmed that Mr. [redacted] is being billed accurately for the service that he receives.   A Charter representative contacted Mr. [redacted] on February 10, 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

March 16, 2018   [redacted]
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[redacted] 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 indicate that on March 15, 2018, a Charter representative spoke with Ms. [redacted] regarding her concerns. The representative advised Ms. [redacted] that her request to disconnect her services was honored and the account was backdated to the initial disconnect request date of March 5, 2108.  Ms. [redacted] was advised that the account has a credit balance and a refund will be sent to her for the remaining credit balance amount.   A Charter representative contacted Ms. [redacted] on March 15, 2018 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards, Corporate Escalations Charter Communications

March 20, 2018   [redacted]
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[redacted]   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 indicates the customer was experiencing service issues due to elevated noise issues. The source of the issue has since been found and corrected. A credit for service issues has been applied to Ms. [redacted]’s account.   A Charter representative contacted Ms. [redacted] on March 15, 2018 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards, Corporate Escalations Charter Communications

Sunday 5/21 around 6pm a service truck pulled up in the driveway. The tech never came to the door. I sat inside to see what he was doing. Tech got out of van and was on his cell phone in one hand and was playing with one of those kids fidget spinner toys with the other hand. He walked to the other...

side of house where cable line is. He stood there for a minutes looking at it  then went back to his van. He sat there for a minute and backed out of driveway. He pulled in front of post across street where cable line is hooked up too. At same time my daughters friends mom pulled into driveway to drop my daughter off. The tech got out of his van and approached my daughters friends mom. He did not ask if she was owner of house or anything. He just told her " I raised the cable as far as I could", then turned around got into his van and left. Well clearly he did not do anything because I was inside the house and was watching him the whole time. After he left I went outside. Stood on top of my air conditioner and was able to pull 3 feet of the cable, raising it up. I pulled it through the attached picture. Unfortunately the original installer did not secure this well and I am not sure how long this will hold up. This is not a good way to start out with me being a new customer. I was considering getting cable tv too but I do not want spectrum inside m house running cables after this. At this point because of the way I was talked to and lied to, I would like the $35 install fee to be credited or removed from first bill as a resolution.

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 Mr. [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 issue, and correct it. Mr. [redacted] has confirmed that his service is now working properly.   A Charter representative contacted Mr. [redacted] on September 11, 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

April 10, 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 Ms. [redacted] involving a billing concern.    Charter’s records reflect that on January 25, 2017, Ms. [redacted] acquired service with Charter. On April 5, 2017, Charter confirmed that Ms. [redacted] was not billed an ETF from her prior provider; therefore, no contract buyout reimbursement would be issued to her account.   A Charter representative contacted Ms. [redacted] on April 5, 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

Complaint: [redacted]
I am rejecting this response because: My bill is still  higher than they promised when signing on beside they fixed some of the glitches and I am really appreciating the role of the business bureau in that matter which took more than 18 months. when I spoke to the supervisor he mentioned somebody will be calling about the bill the never happened, thanks
Sincerely,
[redacted]

September 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 Mr. [redacted] involving a billing concern.    Charter records reflect that Mr. [redacted] was informed that he has the best rate for the services to which he subscribes.  A one month credit adjustment was applied to Mr. [redacted]’s account for Internet service issues.   A Charter representative spoke with Mr. [redacted] on September 19, 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...

March 14, 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 service concern.    Currently within Charter, the appropriate departments are continuing to work in collaboration to investigate Mr. [redacted]’s reported service concern.  At this time Charter will continue to stay in contact with Mr. [redacted] while working to reach a resolution.    A Charter representative contacted Mr. [redacted] on March 03, 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

June 12, 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 7, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. Mr. [redacted] was advised that his account has been credited for the fee in question. Additional coaching was provided to the representative that did not follow Charter’s policy and escalate his concern.   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

May 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] regarding a service concern.  In her complaint, Ms. [redacted] states on May 11, 2016, she was unable to use her Charter Internet services.  She made multiple attempts to contact Charter but was unable to reach Charter’s customer service line.  Ms. [redacted] is requesting credit for the time she was unable to use her Charter Internet service. Charter records reflect on May 11, 2016, Ms. [redacted] service was affected by a network outage that occurred in her area.  On that day, Charter experienced an increase in call volume due to the area outage. This lead to an increase in hold times and busy signals when calling Charter’s mainline.  On May 26, 2016 Charter applied a credit on Ms. [redacted]’s account. A Charter representative contacted Ms. [redacted] on May 26, 2016 to discuss the information above.  Ms. [redacted] was provided Charter’s direct contact information for future reference. Regards, [redacted] Director – Corporate Escalations Charter Communications

June 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 Mr. [redacted] involving a billing concern.    Charter records indicate on June 19, 2017, Mr. [redacted] was contacted by a Spectrum representative pertaining to his concerns. Mr. [redacted]’s concerns were addressed and a credit was attached to his account.   A Charter representative contacted Mr. [redacted] on June 19, 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 spoke with someone twice about this account I called them and they stated that they were going to put in a fraud report which never happen it's still on my credit when I never had this account 
Sincerely,
[redacted]

October 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. [redacted] involving a billing concern.    Charter records reflect that Ms. [redacted]’s father (the account holder) was not provided accurate information regarding the monthly rate, taxes, and fees for the plan to which he subscribed.  Charter corrected the account to match the rate quoted.   A Charter representative contacted Ms. [redacted] on September 28, 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 Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
I have not received any response from this business via phone or mail. Furthermore, if they would like to reach me I am available 24-7 @[redacted]!
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 that his father-in-law was offered to upgrade additional...

services by a Charter representative to their existing Charter service.  Mr. [redacted] states his father is not authorized to make changes to the Charter account and should not have been added by the representative.  Mr. [redacted] also states Charter’s representative took 45 minutes to cancel the order the Charter representative entered.                                          ...⇄ Charter’s records reflect that on March 4, 2016, a Charter Direct Sales Representative (DSR) entered a work order to add Charter’s Stream service.  Upon further review it was determined that Charter’s representative failed to verify Mr. [redacted]’ father-in-law when adding the services to the Charter account.  On March 4, 2016, the Stream services added without authorization were removed from Mr. [redacted]’ Charter account.  Charter has updated its records to ensure future DSR’s are to no longer solicit Mr. Bower’s address.  Valuable feedback was provided to the parties involved ensuring that Charter’s policies and procedures are followed in the future.Charter representative attempted to contact Mr. [redacted] on March 16, March 17, March 19, March 22, and March 28, 2016 using the contact telephone number and email address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Mr. [redacted].  On March 29, 2016, 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 EscalationsCharter Communications[redacted] (facsimile)

Complaint: [redacted]
I am rejecting this response because:Due to the first technician's inability to correctly diagnose and repair the issue, and due to Spectrum's poor customer service, I had to make 8 additional phone calls over the course of 6 days. Every time I called I was placed on hold before someone would answer. I was on my personal cell phone for a total of 6 hours during the course of those 8 phone calls. Additionally, because we did not have home internet, we were forced to use our mobile data causing us to go over our allowed data plan. The credit issued by Spectrum does not come close to: 1. pro-rated amount not having internet or home phone 2. Personal mobile phone overages 3. My precious time lost I should have been spending with my family (over 6 hours) but instead spent trying to get a spectrum technician back to my home to repair the problem that should have been done the first time.  At the very least, our last bille should be entirely credited.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am waiting on the business to still resolve part of the issue related to this claim and have also not received any contact from their corporate center. They keep having call center reps call me pretending to be surpervisors. And every time I ask for corporate info they claim they cannot give it.  Please refund my my bill from 12/10 -12/28 for the cable portion of the bill since we couldn't watch tv until you fix the entertainment center. 
Sincerely,
[redacted]