Charter Spectrum

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]

September 11, 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 Mr. [redacted] involving a billing concern.    Charter records reflect that Mr. [redacted] is due a refund for the timeframe he went without Charter services due to the Digital Conversion and a request to disconnect the account. On August 18, 2017, a refund check was mailed to the address Charter has on file.   A Charter representative spoke with Ms. [redacted] on September 7, 2017 and discussed the above information. Ms. [redacted] requested no further contact from Charter regarding this matter.     Regards,   Corporate Escalations Charter Communications Tell us why here...

I reject this response because this company still will not address the damages to my property. This company referred me to an insurance adjuster who will not return calls.

August 28, 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] I [redacted] involving a billing concern.    Charter’s records reflect that Charter has informed Ms. [redacted] that once he provides a bank statement showing the error in question, Charter can further address his concern.   A Charter representative contacted Ms. [redacted] on August 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

Complaint: [redacted]
I am rejecting this response because: The 2 months credit was NOT requested merely due to BILLING DISPUTES (in fact, it was billing FRAUD committed by TWC & SPECTRUM) but also due to the NUMEROUS APPTMTS. REQUIRED following Spectrum's act of FRAUD in disconnecting my service as a result of my inquiring about my inflated Dec. bill when there was no change of monthly services, which led to my being forced to exchg. all TWC boxes for Spectrum boxes, followed by Spectrum EXTORTING/BLACKMAILING ME into paying an additional $40 per mo. under SPECTRUMS NEW BILLING PLAN (despite the advertised price to other "new customers.") I asked for the 2 months of free service as CONSIDERATION for what they put me through in time & inconvenience Dec. & Jan. due to their consistent NEGLIGENCE!Now in Feb. I continue to get bills that do not include the 2 mo. free and that are not consistent w/ my monthly bill from Dec.- Feb.  I have included the log of events below.I wil be leaving negative reviews on Spectrum on numerous websites based on my horrible experiences & their lack of customer service AND will be terminating BOTH ACCTS I have w/ them & going w/ one of their competitors AND will be contacting my attorney re: legal remedies for the FRAUD, EXTORTION and committed against myself, a SENIOR CITIZEN, and my DISABLED daughter, if they do not honor the 2 MONTHS FREE SERVICE AS PROMISED by Supervisor [redacted], and now also an ADDITIONAL ONE MONTH FREE for the THREATS MADE AGAINST MY DISABLED DAUGHTER by a Spectrum employee (filed as a separate complaint w/ Revdex.com.) That's a cheap price for them to pay for everything they have done!LOG OF INCIDENTS:BILL:  Dec. 11, 2016
ACCT #: [redacted]
PHONE #: [redacted]
SEC. CODE: [redacted]
SERVICE AT: [redacted]
COMPLAINT:
I have been with this company for over 22 yrs. through all their name changes ([redacted] and now Spectrum) and buyouts. I also have ongoing accounts with them at two property locations. 
TWC AKA Spectrum disconnected my TV service without my knowledge or consent in retaliation for inquiring about an approx. $20 month bill increase, forced me to turn in old TWC boxes for Spectrum boxes, then refused to activate my service unless I agreed to pay $40 month more! 
TIMELINE OF INCIDENTS:
 12/20 I called Time Warner Cable/Spectrum when they increased my bill nearly $20 for no reason. they claimed my promotional offer had expired despite the fact the offer was for 1 yr. and had been less than 6 mo. 
          I spent hours being transferred 3 times. I even called Rochelle Robinson, the Executive Assistant Office of the President, who told me due to the changeover I could only direct my complaint to Spectrum Customer Service Dept. 
          Finally, Robert in TWC Customer Solutions Dept. gave me a new promotional offer at the price of $108.92 after taxes which expires in one year on 12/20/17 confirmation #[redacted]. He also credited me $26 on my current 12/11/16
bill of $134.79.
 
12/21  MY TV SERVICE WOULD NEVER HAD BEEN DISCONNECTED HAD I NOT CALLED TWC TO INQUIRE ABOUT MY BILL INCREASE!!!! They DISCONNECTED MY SERVICE without my knowledge or consent in RETALIATION for my questioning my bill. 
             I called TWC. THEY REFUSED TO RESTORE MY SERVICE until I turned in TWC boxes for Spectrum boxes despite the fact I am a disabled Sr. citizen,my bill is current, I have friends & family in town for the holidays, and no one has any television.
             I called Spectrum. They said the turnover from TWC to Spectrum has "not integrated" as yet so were unwilling to assist me, directing me back to TWC.
           I called TWC. They scheduled apptmt. for 12/22 to come to my home to exchange TWC boxes for Spectrum boxes.
           I asked to speak to the Supervisor in two different departments. Neither one was available to come to the phone. I left messages for both to call me back. Neither one ever returned my phone calls.
             TWC sent me a confirmation email stating I need to answer the phone the morning of appointment or they will not come. They had my PHONE # WRONG despite the fact it’s the same phone # they’ve had on file for 22 yrs.
12/22   Tech came out. DIDN’T HAVE ENOUGH BOXES. Left to pick up more. Returned with and installed 3 different types of complicated RANDON BOXES & REMOTES that my disabled daughter and I are unable to figure out. 
            Tech called the ofc. to activate. They EXTORTED ME. They REFUSED TO RESTORE MY SERVICE unless I agreed to pay $40 per month for the new boxes they forced on me.
            I still DO NOT HAVE MY SPECIAL CHANNELS I AM PAYING FOR (TCM, Reelz, etc.)
12/23   Had to schedule a 2nd appointment for 12/25 @ 11 AM- 12 PM. 
            Confirmation email said will text me before they come. I NEVER AUTHORIZED TEXTING as I don’t text!!!
12/23   EM to confirm apptmt
12/24   Apptmt. for 11 AM-12 PM DELAYED to 1:30. 
            1:30 apptmt. DELAYED until 2:30.
            2:30 apptmt. DELAYED until 3:30.
            Tech showed up w/ NO REMOTES. 
            It’s Christmas Eve day & I was unable to do my gift and grocery shopping as stores close early @ 5:00 after WASTING ENTIRE DAY waiting for TWC to show up for boxes I never wanted in the first place!
            Had to re-scheduled a 3rd appointment for 12/27 2-3 PM.
            12:39 PM & 12:47 [redacted] w/ Spectrum local team LW [redacted].
            16:40 PM [redacted] w/ Spectrum Corporate Escalations LW [redacted].
12/24   EM to confirm 12/27 2-3 PM apptmt
12/27   2nd EM to confirm 12/27 2-3 PM appointment
            3 guys showed up w/ correct remotes
2017
Got email saying I owed approx. $25
1/11    Called & spoke w/ [redacted] @ billing. Said [redacted]. NEVER issued $26 cr. on 12/20/16 as promised. Never adjusted my rate to $108.92 promotional offer price. Never included my Digital Tier 1. [redacted] said TWC did credit me $225.02 total for the following on 12/21:
 $10 Preferred TV (adjustment), $49.99 Preferred TV, $11.75 set top box, $3.25 x 7-$26.25 digital adapters, $34.99 internet credit, $6.05 PCC chg’s, $2.70 PCC chg’s.
[redacted] credited me $25 for the $25 credit [redacted]. never issued me & $12 for 1 mo. Digital Tier 1 that I have not had from 12/21-present.
Transferred me to Cust. Solutions Dept. Asked for Supervisor. After holding, I ended up back to Billing Dept! 
Spoke w/ [redacted] (Operator ID [redacted]) in Cust. Solutions Dept. Very nice. Re-connected my Tier 1. Issued me $48.52 credit. Explained the following:
I was grandfathered in to Spectrum so my new bill is now $144 mo. ($151.36 after taxes.) Breakdown:
TV             34.99
Tier 1        12.00
8 boxes     40.00    (w/o boxes it would only be $104)
                  _____
total            86.99
internet       53.99
TV & INTERNET COMBINED= $140
FCC fee       6.05
SIDE NOTE: I have a flyer that advertises Spectrum service price at $29.99 mo. each for TV/Internet/Voice ($89.97 mo) when bundled w/ FREE DVR service for 12 months. Why are loyal longtime customers being PENALIZED and charged over 1 1/2 times more than new customers????
RESOLUTION:
  I want my ENTIRE service restored, channels I PAY FOR every month (such as TCM, Reelz, etc.)
  I want TWO MONTHS FREE SERVICE for the inconvenience they have caused me from 12/20 to the present which is still ongoing.
  I want written confirmation that my monthly bills will NOT EXCEED $108.92 TOTAL with taxes every month through 12/20/17 next year under the current package deal as promised or better yet, a monthly rate of $89.97 since I am a “New Customer” of Spectrum? (that’s why all this trouble after all. Had to turn in TWC boxes for Spectrum boxes since TWC changed to Spectrum!)
1/11   rec’d EM bill amount due $175.08
 
1/15/17  Spoke w/ [redacted] in Customer Solutions Dept. Send me EM confirming our conversations. Adjustments made for 12 mo: $110.96 before taxes. $12 mo. Digital tier 1. 2 MONTHS FREE SERVICE as resolution as per complaint to Revdex.com.
1/22   EM’d [redacted] re: $175.08 bill. No response.
1/25   EM’d [redacted] re: $175.08 bill. No response.
2/5  2nd time rec’d bill reminder “as per last statement” amount due $175.08Called billing. Ref’d to Cust. Solutions Dept. Spoke w/ [redacted] who said balance due is $63.65. I stated there should be NO BALANCE due w/ 2 mo. free credit! She couldn’t help me other than saying credit is being broken up a little at a time over several months! Said [redacted] out of ofc. today. His Supervisor Mr. [redacted] was not in.
2/    Filed another complaint w/ Revdex.com vs. Spectrum re: bill demands & no response. Filed separate complaint re: threats against [redacted].
2/15 [redacted] @ Spectrum [redacted] LW. She called & denied [redacted] offered 2 months free service.

January 31, 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 he has experienced delays in receiving his Contract Buyout check from Charter. Mr. [redacted] states that he was never informed that he would have to fill out a buyout form until he called 3 weeks after services were connected. Mr. [redacted] requests that Charter provide him his Contract Buyout check so he can pay the termination fee for his previous provider.   Charter records indicate on January 13, 2017, Charter issued a Contact Buyout check for the termination fee Mr. [redacted] received from his previous provider. Mr. [redacted] should receive the check no later than January 30, 2017.   A Charter representative attempted to contact Mr. [redacted] on January 20, January 22, January 23, January 25, and January 26, 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]. It is Charter’s recommendation that Mr. [redacted] contacts Charter directly to expedite a resolution.   Regards,   [redacted] Director – Corporate Escalations

Complaint: [redacted]
I am rejecting this response because:
Charter called several times after getting the complaint. They never addressed the issue of credit due to slow speeds. I told them on several occasions that I have tech names and numbers that will verify the slow speed not due to any router but coming straight from their modem. I also have been told still that they can't confirm whether the billing has been stopped on my account until the bill prints and they SEE when their system stopped the billing because it is unclear because someone told me that the bill was not stopped until November 25. They also have been very slow at responding to my main concern of the credit for the slow speed for 5 months. After speaking with them they continue to go over the fact that the internet speed is NOW up to par. They keep asking me is the service working fine now. WELL yes that's why NOW I'm asking for the credit because it's now fixed. Also they have in their system notes from some techs stating that refused to have the drop moved. I told them to move it and the tech didn't want to use the existing holes in my home so he didn't move the drop. There are so many points that Charter has not addressed. Lastly they finally had a TECH supervisor to call me and basically he told me that he didn't believe anything that I was saying. I told him I had names of techs and numbers who had been out here. When I gave him the name and numbers he said those techs said everything was my fault. I told him outright that he was lying and to conference the techs in on the call with us so they could tell me that with him present. HE REFUSED. These techs have been here and seen the problem before they fixed it. YES it is fixed now but the problem was not my equipment because we took my equipment off the server to check and there was still problems. Also they replaced their OWN modem because I wasn't getting the correct speeds. ALSO they sent out 3 techs and a line tech. Why keep sending someone out if there isn't a problem. Then they said the line tech came out and didn't see a problem. They just keep lying to cover up the real problem that they messed up. No matter what evidence I had AND SHOWED them they keep saying that I had no evidence to prove the problem was on their end. I said yes I do but everything that I give you Charter says it's incorrect. That let me know then that they were not trying to resolve the problem but cover it up. 
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 [redacted]                  Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a service concern.    Charter records reflect that repairs were made to the lines on May 22, 2017.   A Charter representative contacted Mr. [redacted] on May 23, 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

July 19, 2017   Revdex.com Serving Ea[redacted] 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] disconnected services on July 11, 2017   Mr. [redacted] requested Charter not contact him regarding the complaint.  It is Charter’s recommendation that Mr. [redacted] contacts Charter directly to expedite a resolution   Regards,   [redacted] Director – Corporate Escalations Charter Communications

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]...

                 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 April 24, 2017, Mr. [redacted]’s concerns were forwarded to the appropriate team for review. At this time, Charter continues to investigate Mr. [redacted]’s concerns and will provide follow-up once a resolution has been obtained.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

Complaint: [redacted]
I am rejecting this response because: I appriciated Charter resolving one aspect of my complaint, however my internet should have been at the correct speed from the day their first tech came out. i got a phone call from one of the higher ups after a tech came out and I told him I was happy having the correct internet speed however I told him that they will have to compensate me for the months of slow internet. A  $40 credit after hours on the phone and a couple hours of techs is an insult after spending $160+ a month for many months of bad service and headaches.
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.   It is discouraging that it took me to contact the Revdex.com to finally get immediate attention and resolution to an ongoing issue I was having.  
Sincerely,
[redacted]

June 27,...

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 service concern.   In his complaint, Mr. [redacted] states that Charter is not responding or resolving requests to service his address.       Charter’s records reflect that on June 16, 2016, Charter completed a survey of the address. On June 21, 2016, Charter confirmed no pre-construction would be required.  Charter scheduled Mr. [redacted]’s service installation for June 27, 2016.   Charter representative contacted Mr. [redacted] on June 24, 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 [redacted] (facsimile)

Initial Business Response /* (1000, 5, 2016/03/01) */
Dear Dispute Resolution:
This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving an unsolicited contact concern.
In his complaint Mr. [redacted] states that he receives a large...

amount of telemarketing calls from Charter and is requesting that all calls to him stop.

Charter's records reflect that on February 26, 2016, Mr. [redacted] was added to Charter's internal Do Not Call list (DNC). Charter customers that place themselves on the national Do Not Call list are not automatically placed on Charter's internal no-call list, and can 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. It may take up to 30 days for internal no-call requests to be processed and Mr. [redacted] may continue to receive service calls from Charter related to their 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 PossibleNOW's "DNC Solution" to ensure that all telemarketers (internal and external) scrub their call lists against the same master Charter no-call list, as well as applicable state and federal no-call lists. Charter's direct contact details were provided for future reference.
A Charter representative contacted Mr. [redacted] on February 29, 2016, and reviewed the above information. The representative provided Mr. [redacted] with Charter's direct contact information 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, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 7, 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] B. [redacted] involving a service concern.    Charter records reflect that currently Charter’s representatives are working with Mr. [redacted] directly to resolve the issue involving the Spectrum application, but at this time Charter is unable to supply Mr. [redacted] with a resolution date.    A Charter representative contacted Mr. [redacted] on April 4, 2017 and discussed the above information.  Charter’s direct contact information was provided to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

July 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.    Charter records reflect that Ms. [redacted]’s refund check was expedited on July 14, 2017.   A Charter representative contacted Ms. [redacted] on July 15, 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 26, 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 would need to speak with Ms. [redacted] directly to address her concern.   A Charter representative attempted to contact Ms. [redacted] on June 16, June 20, June 21, and June 22, 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 22, 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

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]

May 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 Mr. [redacted] involving a billing concern.    Charter’s records reflect that on July 19, 2016, Mr. [redacted] contacted Charter to transfer service to a new address. During the interaction Charter’s representative did not correctly transfer Mr. [redacted]’s service, resulting in the loss of the gift card offer.   On May 12, 2017, a Charter representative contacted Mr. [redacted] regarding his concern. Charter’s representative applied an adjustment to the account for the gift card that was not received. Charter provided valuable feedback to the representatives that interacted with Mr. [redacted].   A Charter representative contacted Mr. [redacted] on May 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

August 6, 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 Ms. [redacted] involving a damage concern.    Charter confirmed the initial denial of Ms. [redacted]’s Damage Claim.  Ms. [redacted] was informed  the claim can be revisited should she provide additional documentation.   A Charter representative contacted Ms. [redacted] on August 2 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