Charter Spectrum

August 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 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 August 8, August 9, August 10, and August 11, 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 11, 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...

Complaint: [redacted]
I am rejecting this response because: I have called back each time they have called me (left a message as well) and wasn't called back in a two/three hour window.  I think Mr. [redacted] doesn't check his voicemail too often or bothers to call people back.  T did send me an email which I replied - it seems they prefer to speak instead of putting things in writing that is why they want to speak to me (below is the email I sent back to them).  Obviously they have NOT listened to their recording when I signed up for service where their rep told me "$35 is the everyday price".  I have contacted my credit card company and asked them to reverse the charge, and TimeWarner can bill at a prorated amount of $35 which I agreed to and will write them a check.  This came out when I found out they were going to take 6-8 weeks to send me a refund based on $45 price.
Sincerely,
[redacted] Sent 6/28/17 @ 7:42pm Hello Mr. [redacted], Every phone call you have made, I have returned and also left messages.  I was going to speak with you and have attempted multiple times, before telling my credit card company of returning the $44.99 amount back to my credit card.  After nine day of waiting to see a credit on my card from TW- none was applied, so I called TW a regular customer service rep and was informed the amount would be $18 which would take 6-8 weeks to process. There shouldn’t be that long of a wait for a credit back- that is crazy.  After explaining what I have experienced from TW, and the number of times contacting Time Warner about this issue, my credit card will be issuing me a credit.  Please send me a final bill for the prorated amount from $34.99 that I agreed to pay, and I will send you a check.  It should be around $22-$23 dollars for 19 days. I understand why you would like to discuss things in person instead of writing down- that is how this whole mess started by believing what was told to me on the phone.  Have you listened to the original recording when I first ordered internet?  If you had, then you know I made it a point to verify the internet wasn’t a ‘special’ or ‘promotion’.  I should have received it in writing before agreeing to give any money to TW- I didn’t expect TW to try the bait and switch on a customer.  So as far as I am concerned, this issue is not resolved and will not be resolved because TW will not put anything in writing due to their shady business dealings.  Until Time Warner and its affiliates actually upholds/held accountable what they tell customers, then I will do business with them.  [redacted] From: [redacted], [redacted] [mailto:[redacted]@charter.com] Sent: Wednesday, June 28, 2017 12:47 PM To: [redacted][email protected] Subject: In regards to Acct# [redacted] In regards to Acct# [redacted] Dear Mr. [redacted], Our Executive Office has been notified of your recent Revdex.com Complaint.  Charter’s attempts to reach you have been unsuccessful.  As you are a valued Charter customer, we would like the opportunity to address your concern(s).  It is very difficult to provide assistance without speaking with you directly. Please contact my/our office directly at the phone number listed below at your earliest convenience.  In the event I am temporarily unavailable, please provide a number where you can be reached and the best time/day for us to give you a call.We look forward to working with you to resolve your concerns as quickly as possible.   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. Regarding this complaint, it was my fault for not reading your message properly.  The issue was resolved by Charter Spectrum on 11/22/16 by porting over the phone.  I regret that all this trouble had to be initiated to get them to do this.
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]

September 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] S [redacted] involving a service concern.    Charter’s records reflect that Charter’s representative spoke with Ms. [redacted] regarding the unburied cable on her property. The representative informed Ms. [redacted], that Charter will expedite this process. On August 31, 2017, Charter was able to bury the cable in question.   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

June 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 account was credited for the boxes returned on August 24, 2016.   A Charter representative contacted Ms. [redacted] on May 30, 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 15, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted]
[redacted] 314-584-6721 314-645-2666 (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 records reflect on August 10, 2017, a Charter representatives spoke with Mr. [redacted] and informed him that the 30 day money back guarantee had been applied to his account. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   Corporate Escalations Charter Communications

June 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] involving a billing concern.    Charter’s records reflect that Mr. [redacted] spoke with a Charter representative when initially setting up his services. Upon review of this interaction, the representative informed Mr. [redacted] of the installation fee in question.   On June 27, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. Mr. [redacted] was informed of Charter’s findings. Mr. [redacted] was also informed that Charter would not be able to waive this installation fee. No changes were made to Mr. [redacted]’ account.   A Charter representative contacted Mr. [redacted] on June 27, 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

This has not been resolved, and I want the record to reflect that fact.

June 30,...

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 service concern.   In her complaint, Ms. [redacted] states that the Charter install consumed her entire afternoon and was a poor experience.  Ms. [redacted] states that the technician caused her to miss an appointment, did not provide any information as to the equipment or programming and did not alert her that he was even leaving the job site.               Charter’s records reflect that on June 17 and June 19, 2016 Ms. [redacted] contacted Charter in regards to the technician who completed the installation.  In the interest of customer loyalty Charter applied two adjustments to offset the cost of the installation fee.   On June 29, 2016, Charter’s representative applied an additional adjustment for the overall customer experience. Additional coaching was provided to those involved to ensure Charter’s policies/procedures are followed in the future.    Charter’s representative contacted Ms. [redacted] on June 28, 2016 and discussed the above information.  The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.     Regards,   [redacted] Director – Corporate Escalations [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. I find it unfortunate that I had to contact you, but am aware Charter Spectum is a professional organization that strives to meet the satisfaction of the customers they serve. My resolution was handled in a prompt, courteous, and professional manner. I am thankful for my interaction with the representative that contacted me. In the end it was a simple resolution that just fell through the cracks.
Sincerely,
[redacted]

Revdex.com:
RE:  Complaint ID [redacted]Last week, Charter removed the $45 charge from my bill, which is all that I wanted. I am satisfied with this resolution, but could you please tell them to stop contacting me about this?One of their representatives left a voice message for me on July 21 to say that the $45 charge would be removed. Since this is what I wanted, I saw no need to reply.Apparently Charter wanted a reply, though, because the representative sent me an email on July 26 (that also didn't seem to ask for a reply), and then left another voice message on July 27. Since I now understood that they wanted a reply, later that day I called the number that the representative left for me. I left her a message to say that I was satisfied with the resolution to my complaint, but it seems that this message was not communicated through the rest of Charter's corporate structure.Now I've received a message (through Revdex.com) from someone named [redacted], director of corporate escalations. The message has a very passive-aggressive tone, and contains an inaccurate summary of the events that led to my complaint. The dates she lists for the days that Charter contacted me are also inaccurate. The message seems to imply that because I didn't reply to the email or voice messages, I am somehow not cooperating with the complaint process.But I did reply to the final voice message, and my complaint was resolved a week ago!It seems like the left hand of Charter doesn't know what the right hand is doing. I was happy with the resolution last week, but this continued contact has left a bad taste in my mouth.Please relay this message to [redacted], since she hasn't left me any contact information.
Sincerely,
[redacted]

July 3, 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 records reflect on July 3, 2017, a Charter representative contacted Mr. [redacted] and advised him that a credit had been applied to his account.  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:
The gold package promised from Spectrum has not been put in place as promised.  I am still stuck with the downgraded service.
Sincerely,
[redacted]

November 2, 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 has an old Charter bill in collections, and that she is now being told she has to pay before she can get new Charter service. Ms. [redacted] alleges that when speaking with a Charter representative her request for a supervisor was denied.   Charter records reflect that on October 26, 2016, Ms. [redacted] contacted Charter regarding a billing inquiry. During this interaction there is no record of Ms. [redacted] requesting to speak with a supervisor. On October 27, 2016, Charter contacted Ms. [redacted] to discuss her billing concerns. The assisting Charter representative informed Ms. [redacted] that the Charter accounts that have been sent to collections still need to be paid prior to establishing new service.   A Charter representative contacted Ms. [redacted] on October 29, 2016, and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

August 16, 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 billing concern.    Charter’s records reflect that a credit was applied to Ms. [redacted]’s account for her service interruption. Ms. [redacted] is aware of her account balance after the applied credit.   A Charter representative contacted Ms. [redacted] on August 9, 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: Charter's response in removing the equipment from account was welcomed.  However, Charter representative on June 22, 2017 had no information on the expected credit of $30.49 due back from Spectrum. Until the credit is processed and returned, this matter can not be resolved.
Sincerely,
[redacted]

August 17, 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] J [redacted] involving a billing concern.    Charter records reflect that a Charter representative informed Mr. [redacted] that the activation fee is a standard fee that will not be waived.      A Charter representative contacted Mr. [redacted] on August 16, 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

September 29, 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] J. [redacted] involving a billing concern.        In her complaint, Ms. [redacted] states that Charter is billing her for equipment she is not using, but when she contacted Charter to discuss the charges and the return of the equipment Charter’s representative referred her to the local office which conflicts with her work schedule.    Charter records reflect that on September 21, 2016 Charter’s representative offered to provide the necessary return labels for the additional equipment not in use, but Ms. [redacted] declined and indicated that she is having someone return the items to the local office.  On September 23, 2016, in the interest of customer loyalty, Charter’s representative applied an adjustment for the associated cost of the unused equipment.    A Charter representative contacted Ms. [redacted] on September 23, 2016 and discussed the above information.  Charter’s direct contact information was provided to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

February 10, 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 service concern.   In her complaint, Ms. [redacted] states that she is having issues with all three of her Charter services.  Ms. [redacted] also states that there have been missed appointments and rude technicians out to her home. Ms. [redacted] requests that her services are fixed and she is provided the advertised new customer monthly rate for her services.   The appropriate departments are continuing to work in collaboration to investigate Ms. [redacted]’s reported service and billing concerns.  Charter will continue to stay in contact with Ms. [redacted] while working to reach a resolution.    A Charter representative contacted Ms. [redacted] on February 7, 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