Charter Spectrum

Initial Business Response /* (1000, 6, 2015/11/16) */
November 16, 2015

Revdex.com
Serving Eastern Missouri and Southern Illinois
Attn: Dispute Resolution
[redacted] Suite [redacted]
St. Louis, MO XXXXX
XXX-XXX-XXXX
[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 she made a request to cancel her Charter services and set up a forwarding email to her new email address. Upon disconnection, Ms. [redacted]'s Charter's email address was deleted and she states that she was not informed that her email service would end abruptly.
Charter's records indicate that on November 2, 2015, Ms. [redacted] contacted Charter to inquire about transferring her emails since she was canceling her services. Ms. [redacted] was informed during the conversation that her current emails needed to be manually transferred by November 4, 2015 to prevent the loss of her information.
A Charter representative contacted Ms. [redacted] on November 13, 2015 and reviewed the above information. The representative provided Charter's direct contact information to Ms. [redacted] 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, 8, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
accepted, and realize it was my mistake, but feel they should have explained it better. I thought that having the TRANSFER set up was the same as transferring my emails. Still not happy...but it's a learning lesson for the future if I have to change email providers.

August 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] A [redacted] involving a billing concern.    Charter needs to speak directly with Ms. [redacted] to address her concern.   A Charter representative attempted to contact Ms. [redacted] on August 9, August 10, August 11, August 12, and August 13, 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 August 14, 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,   Corporate Escalations Charter Communications Tell us why here...

July 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 12241939 [redacted]...

                Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a billing concern.    Charter was unable to address Ms. [redacted]’s concern without speaking to her for additional information.    A Charter representative attempted to contact  Ms. [redacted] on July 5, July 6, July 7, July 8, July 9, and July 10, 2017 using the contact telephone number that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Ms. [redacted].  On July 12, 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

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]...

                 Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted].   Charter is continuing to review Mr. [redacted]’s issue.  Charter will continue to be available to Mr. [redacted] should he have any questions. Charter’s direct contact information has been provided for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

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.      In his complaint, Mr. [redacted] states that Charter is billing him for a payment rejection fee of $25.00.  Mr. [redacted] states that Charter refuses to provide him the account number entered.  Mr. [redacted] states he has a payment conformation from Charter that he received via email, which clearly proves his payment was accepted.   Charter records reflect that on July 15, 2016, Mr. [redacted] processed an online payment without the assistance of a Charter representative.  On July 21, 2016, the payment was rejected due to an invalid account number. As a result, Charter applied the return payment fee.  On July 26, 2016, in the interest of customer loyalty, Charter applied an adjustment for the fee to Mr. [redacted]’s Charter account. A Charter representative contacted to contact Mr. [redacted] on July 28, 2016 and discussed the above information.  Charter’s direct contact information was provided to Mr. [redacted] for future reference.  Regards, [redacted]Director – Corporate Escalations[redacted] (facsimile)

July 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]...

[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] service package has been adjusted to reflect the agreed price. Ms. [redacted] was informed of her current monthly rate.     A Charter representative contacted Ms. [redacted] on July 9, 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] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The technical issue was reported to Spectrum customer service on 5/30, and Spectrum dispatched a service tech to fix the technical issue the following day. Spectrum already has full understanding of the incident. There is no legitimate reason for Spectrum to refuse refund for the cable/internet service they know they failed to provide.
Sincerely,
[redacted]

July 10, 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 the initial Charter representative that set up Ms. [redacted]’s service order did not provide correct information regarding her installation date.   On July 9, 2017, Charter was able to install Ms. [redacted]’s requested services. Charter has waived the installation fee upon Ms. [redacted]’s request. Charter’s direct contact information has been provided to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

February 16, 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 Ms. [redacted] involving a billing concern.    In her complaint Ms. [redacted] states that Charter increased her monthly rate without her consent and her efforts to address the issues with customer service were unsuccessful.    Charter records reflect that Ms. [redacted]’s promotional discount expired in May of 2016.  In the interest of customer loyalty Charter reinstated her promotional discount and provided the appropriate billing details.  Ms. [redacted] is aware that the discount does expire in May of 2017 which is when Charter’s standard rates would be applicable.    A Charter representative contacted to contact Ms. [redacted] February 10, 2017 and discussed the above information. Charter’s direct contact information was provided to Ms. [redacted] for future reference   [redacted] Director – Corporate Escalations

July 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] L [redacted] involving a service concern.    Charter records reflect that on July 18, 2017, Charter’s Technical Team visited Ms. [redacted]’s residence and made the necessary repairs to install Internet service as requested.   A Charter representative spoke with Ms. [redacted] on July 18, 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

October 3, 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.    Currently within Charter, the appropriate departments are continuing to work in collaboration to investigate Ms. [redacted] reported concern.  At this time Charter will continue to stay in contact with Ms. [redacted] while working to reach a resolution.    Regards,   Corporate Escalations Charter Communications

August 31, 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].    Charter is continuing to review Mr. [redacted]’s issue.  Charter will continue to be available to Mr. [redacted] should he have any questions. Charter’s direct contact information has been provided for future reference.    Regards,    Corporate Escalations Charter Communications

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 Ms. [redacted] involving a billing concern.   In her complaint, Ms. [redacted] is requesting that all collection attempts to telephone number [redacted] cease.  Ms. [redacted] states that she paid the account balance through October, 3 2016 and transferred ownership of the account.  She is asking Charter to reverse all negative impact to her credit reporting as a result.    Charter’s records reflect that on December 6, 2016 Charter ceased all collection efforts on the telephone number [redacted] as requested.  Please note that it may take up to 30 days for internal no-call requests to be processed.  That same day, Charter completed the transfer of account ownership.      Regards,   [redacted] Director – Corporate Escalations

August 18, 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] L. [redacted] involving a service concern.       In her complaint, Ms. [redacted] states that she continues to have issues with her Charter Internet and is seeking a refund since May until these service issues are resolved.   Charter records reflect that on August 12, 2016, Charter’s local field operations team and system maintenance crew completed repairs at Ms. [redacted]’s home.  Prior adjustments have been applied to Ms. [redacted]’s account as a result of the service issues experienced.  On August 17, 2016 Charter applied an additional adjustment.   A Charter representative contacted Ms. [redacted] on August 17, 2016 and discussed the above information.  Charter’s direct contact information was provided to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations [redacted] (facsimile)

September 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 records reflect that Mr. [redacted] has the best rate for the services to which he subscribes.   A Charter representative spoke with Mr. [redacted] on September 06, 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 5, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted]
[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 billing concern.    Charter’s records reflect that on May 26, 2017, a Charter representative spoke with Ms. [redacted] regarding her concern. Charter’s representative informed Ms. [redacted] that she currently has the best rate available for her subscribed services. Ms. [redacted] is aware of her monthly billing rate, and no changes were made to her account.   A Charter representative contacted Ms. [redacted] on May 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 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 damage claim refund and billing concern.    Charter records reflect that on June 9, 2017 Mr. [redacted] confirmed receipt of the refund check. Mr. [redacted] is aware that Charter has determined that additional credit is not warranted.      A Charter representative contacted Mr. [redacted] on June 9, 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

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 Ms. [redacted] involving a billing concern.    In her complaint, Ms. [redacted] states she was quoted a rate for services that does not reflect on her billing statement. Ms. [redacted] also requested to receive two months worth of additional credit due to time spent contacting Charter to correct her billing dispute.   Charter’s records reflect that on February 15, 2017 a Charter representative spoke with Ms. [redacted] regarding her billing concern. Ms. [redacted] was advised that her account is receiving a monthly credit adjustment for twelve months for the difference of the pricing she was originally quoted.   A Charter representative advised Ms. [redacted] that any additional credit has been denied due to the monthly credits her account is receiving to honor the original monthly price quoted.   A Charter representative contacted Ms. [redacted] on February 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

October 16, 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] involving a billing concern.    Charter records reflect that on May 30, 2017, Ms. [redacted] was instructed not to leave Charter’s equipment at the Manager’s Office of her previous residence. The assisting Charter agent advised Ms. [redacted] to take the equipment into a local Charter office as she will receive a receipt to keep for her records as proof of return. Charter has not gained possession of the equipment and the Collection process will continue until equipment is recovered. A final billing statement has been mailed to the address Charter has on file.   A Charter representative spoke with Ms. [redacted] via email on October 13, 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...