Charter Spectrum

Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a service issue.   Charter records reflect that Charter’s representative previously did not process Mr. [redacted]’s damage claim appropriately and it was...

left in a pending status.  Upon receipt of Mr. [redacted]’s concerns, Charter’s representative obtained the necessary details and the claim was approved.  Charter is mailing a check for the reported damage.   A Charter representative contacted to contact Mr. [redacted] on March 5, 2017 and discussed the above information. Charter’s direct contact information was provided to Mr. [redacted] for future reference.   [redacted] Director – Corporate Escalations

June 8, 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. John B [redacted] involving a marketing concern.    Charter’s records reflect that on May 31, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. Mr. [redacted] was informed that he did not meet the eligibility requirements for this offer. Mr. [redacted] was informed he could not have Internet service within thirty days of receiving the Spectrum Internet Assist pricing. Mr. [redacted] disconnected his Internet services with Charter on June 4, 2017.   A Charter representative contacted Mr. [redacted] on May 31, 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'm not satisfied with the level of service that was provided to me.  I was instructed by time warner cable that the previous time I negotiated my rate that it was "NOT" a promotional offer and that it I would not need to call in 12 months later (given to me during retention negotiations with cancellations after I asked for a supervisor). Feel free to find the call from me recorded from this time last year. The previous 3 years were negotiated promo plans for 12 months, except for the most recent phone call with time warner 1 year ago.  So spectrum came in, took over time warner and raised my rates and forced me to downgrade to not pay the new rate. 
Sincerely,
[redacted]

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 service concern.    Charter would need to speak with Ms. [redacted] directly to address her concern.   A Charter representative attempted to contact Ms. [redacted] on July 11, July 12, and July 14, 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 July 17, 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

March 22, 2018   [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 and service concern.    Charter records indicate on March 15, 2018, Charter technicians were dispatched to Ms. [redacted]’s residence to activate service.  Ms. [redacted] was advised that a credit was applied to her account for the delay in installing her services.    A Charter representative contacted Ms. [redacted] on March 16, 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

August 15, 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].   Charter is continuing to review Ms. [redacted]’s issue.  Charter will continue to be available to Ms. [redacted] should she have any questions. Charter’s direct contact information has been provided for future reference.   Regards,   Corporate Escalations Charter Communications Tell us why here...

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] L [redacted] involving a billing concern.    Charter records reflect that a Charter representative explained the bill to Mr. [redacted]  in detail, including all one time charges. A credit adjustment was applied to Mr. [redacted]’s account for the payment service fee that was not disclosed when Mr. [redacted]  made a payment. Mr. [redacted] is aware of his past due balance to restore his Charter services.   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. Mr. [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 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. Scott [redacted] involving a billing concern.    In his complaint, Mr. [redacted] states that no one from Charter has contacted him about his billing concern. Mr. [redacted] states that in his previous complaint his request for compensation due to time spent trying to correct his issue was not addressed.   Charter records reflect on February 15, 2017, a Charter representative contacted Mr. [redacted] about his billing concerns. Due to Mr. [redacted]’s inconvenience, a Charter representative applied a onetime courtesy credit to his account.   A Charter representative contacted Mr. [redacted] on February 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

October 20, 2016  RE:  MO Revdex.com [redacted]    Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving service issues.   In his complaint, Mr. [redacted] states that he was disconnected by...

Charter without notice.  Mr. [redacted] states that Charter’s representatives were unhelpful and refused to forward his concerns to the appropriate members of leadership.   Charter records reflect that on October 18, 2016 Charter’s representative reviewed Mr. [redacted] billing and balances which addressed outstanding concerns.  Additional coaching was provided to those involved to ensure that Charter’s policies/procedures are followed going forward to prevent similar issues in the future.   A Charter representative contacted to contact Mr. [redacted] on October 18, 2016 and discussed the above information. Charter’s direct contact information was provided to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

August 18, 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 Mr. Aaron [redacted] involving a service concern.    Charter’s records reflect that when Charter contacted Mr. [redacted] he currently was not experiencing the service issue. Charter informed Mr. [redacted] of troubleshooting options if the service issue returned. A credit was issued to Mr. [redacted]’ account for his service interruption. Additional coaching was provided to the representative that interacted with Mr. [redacted] but did not follow Charter’s policy regarding escalating his concern.   A Charter representative contacted Mr. [redacted] on August 9, 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

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Dispute Resolution:
This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] regarding a service concern.
In his complaint, Mr. [redacted] stated he continues to experience intermittent issues...

with his Charter Internet services. Mr. [redacted] alleges five Charter technicians have been to his home and have not been able to resolve his service issues. Mr. [redacted] is requesting resolution.
Charter's records reflect Mr. [redacted] has had three completed service visits in the past 12 months. On June 14, 2015, Charter's technician determined that Mr. [redacted]'s issues were cause by his own equipment. On June 27, 2015, a Charter technician completed internal maintenance and replaced Mr. [redacted]'s modem, which resolved his Internet service issues.
A Charter representative contacted Mr. [redacted] on June 27, 2015 and reviewed the above information. The representative provided Charter's direct contact information to Mr. [redacted] for future reference.

Regards,
[redacted] D. [redacted]
Executive Escalation Manager
Charter Communications
2 [redacted]
[redacted] SC XXXXX
XXX-XXX-XXXX
[redacted] (facsimile)
[redacted]@charter.com

August 14, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] St. Louis, MO  63143 314-645-3300 phone 314-645-2666 fax 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 Collections concern.    Charter’s records reflect that the balance with collections does not include equipment charges.   A Charter representative contacted Ms. [redacted] on August 10, 2017 and confirmed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   Corporate Escalations Charter Communications

July 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 billing concern.    Charter records reflects on July 6, 2017, a Charter representative contacted Ms. [redacted] and it was determined that since the International block was removed Charter would not be able to issue credit for the calls that were made after that block was removed.  A Charter representative issued a credit for all calls that were made prior to the block being removed.   A Charter representative contacted Ms. [redacted] on July 6, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] future reference.   Regards,   [redacted] Director – Corporate Escalations

July 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 Ms. [redacted] involving a billing concern.    Charter records reflect that Ms. [redacted] was informed that all debts are valid on the four Charter accounts listed in her name and address on file. Ms. [redacted] has requested no further contact from Charter regarding this matter.   A Charter representative spoke with Ms. [redacted] on July 12, 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

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 billing concern.    Charter’s records reflect the agreed upon credit was applied to Ms. [redacted]’s account on June 26, 2017.    A Charter representative spoke with Ms. [redacted] on July 6, 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

July 24, 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 an additional credit was applied to Mr. [redacted]’s account regarding his concern.   A Charter representative contacted Mr. [redacted] on July 21, 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 23, 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 the payment in question was a prescheduled payment processed on February 1, 2017 for services rendered and cannot be refunded.   A Charter representative contacted to contact Mr. [redacted] on February 21, 2017 and discussed the above information. Charter’s direct contact information was provided to Mr. [redacted] for future reference.   [redacted] Director – Corporate Escalations

Complaint: [redacted]
I am rejecting this response because:I spoke several times with a customer service rep who was unable to resolve this complaint beyond the insufficient compensation/resolution that was already offered by the company. They said they were unable to help me further.
Sincerely,
[redacted]

May 12, 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 service concern.  In his complaint, Mr. [redacted] states that Charter originally installed TV service at his residence with an older DVR. Mr. [redacted] is requesting that Charter provide him a newer DVR with more storage space. Charter’s records reflect on April 26, 2016, Charter completed the installation of service at Mr. [redacted]’ residence. Upon review of the installation, Charter determined that the DVR assigned to Mr. [redacted] had limited storage space. On May 5, 2016, Charter swapped Mr. [redacted]’ DVR. Charter provided additional coaching to the assisting representatives that interacted with Mr. [redacted] but failed to provide appropriate assistance. A Charter representative contacted Mr. [redacted] on May 5, 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