Charter Spectrum

Initial Business Response /* (1000, 5, 2015/05/21) */
May 21, 2015

Revdex.com
Serving Eastern Missouri and Southern Illinois
Attn: Dispute Resolution
[redacted] Suite [redacted]
St. Louis, MO XXXXX
XXX-XXX-XXXX
[redacted] (facsimile)
Email:...

[redacted]
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].
In his complaint Mr. [redacted] stated that the package discussed and accepted with Charter's representative was not applied causing the statement to increase instead of the expected savings.

On May 20, 2015, Charter's records indicate a 12 month promotional offer was applied to Mr. [redacted]' account. The rate for the following 12 months is $98.96 prior to taxes and fees.
On May 20, 2015 a Charter representative contacted Mr. [redacted] 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] SC XXXXX
XXX-XXX-XXXX
[redacted] (facsimile)
[redacted]@charter.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They contacted me and resolved the issue.

May 9, 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 12125751 [redacted]...

               Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a damage claim.    Charter records reflect that on April 3, 2017 a Charter technician was dispatched to Mr. [redacted]’s home to install Charter services.  During the scheduled visit, Mr. [redacted] alleges the Charter technician cracked his ceiling.  The initial damage claim was denied due to lack of evidence.   On April 28, 2017 a Charter representative spoke with Mr. [redacted]. Mr. [redacted] stated he would send Charter the estimates for the damaged ceiling.  As of May 8, 2017 Charter has not received the requested documents.   A Charter representative contacted Mr. [redacted] on May 5, 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

September 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 billing concern.    In his complaint, Mr. [redacted] states that Charter has changed his billing due date causing him to receive a late fee and a termination letter for delinquency. Mr. [redacted] disagrees with the fees and notices he received and requests that his bill due date is changed to a set date.   Charter records reflect on September 24, 2016, a Charter representative contacted Mr. [redacted] regarding his billing concerns.  During the call the assisting representative reviewed with Mr. [redacted] his billing cycle dates and due dates which he states that he understands. In the interest of customer service, Mr. [redacted]’s account was credited the late fee he received due to the billing confusion.   A Charter representative contacted Mr. [redacted] on September 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

This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] E. [redacted] involving a billing concern. In his complaint, Mr. [redacted] states that he was charged for three Pay-Per-View movies that he did not order. Mr. [redacted] is requesting credit for the...

PPV purchases. Charter’s records reflect that on November 16, 2016, Mr. [redacted] initially contacted Charter to dispute PPV purchases. In the interest of customer loyalty; on November 17, 2016, Charter issued Mr. [redacted] an account adjustment for the two remaining PPV purchases that were not previously credited. Charter informed Mr. [redacted] of the importance of setting up a Purchase PIN and/or Parental Controls to prevent unauthorized charges moving forward. A Charter representative contacted Mr. [redacted] on November 17, 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

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 Mr. [redacted] D [redacted] involving a damage concern.    Charter’s records reflect that Charter’s representative spoke with Mr. [redacted], and explained why his damage claim on his property has been denied.   A Charter representative contacted Mr. [redacted] on October 3, 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...

July 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 would need to speak with Mr. [redacted] directly to address his concern.   A Charter representative attempted to contact Mr. [redacted] on July 18, July 19, July 24, and July 25, 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].  On July 24, 2017, 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 Escalations Charter Communications Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I regretfully find that this resolution is inevitable.   Charter Communications isn't being forthcoming with information and placing blame on myself for operating a small business out of my home.  That are placing blame on myself for sending business emails, when indeed the problem occurs with business and personal emails.  Even as my calls were escalated to higher resolution departments, they continued to deflect blame from their own faults.  It was only when I spoke with Charter's Subscriber Services Security Team was the root of my problem address.  It is unfortunate that even in their reply Charter still places blame on the customer when her own facts are incorrect based on my conversation with the Subscriber Services Security Team.  After having my IP Address changed by Charter, I was still Balcklisted by 4 companies.  Based on my conversation with P*&*&* (Name hidden) he is the one and only person who handles Blacklisting issues for the entire Charter Company.  He informed me he could resolve all my blacklisting issues but 1 and that was because I was on a residential platform.  NEVER in ANY PART of our conversation did he say the reasoning was because I sent Business related email.  Charter's reply is MISLEADING and boarders nonfactual. 
Sincerely,
[redacted]

Revdex.com:
Thank you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  This is after Charter called, agreed that the date had been changed since the July Billing and waived the late fee.
Sincerely,
[redacted]

March 22, 2018   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]   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 leadership advised Mr. [redacted] that the balance remaining on the account was due to his modem not being returned.  Mr. [redacted] stated he didn't return it because he believed he did not have to, and instead threw it away. Charter leadership offered to place a credit on the account to cover the entire modem balance, which Mr. [redacted] accepted.   A Charter representative contacted Mr. [redacted] on March 14, 2018 and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards, Corporate Escalations Charter Communications

March 13, 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 issue.   Charter’s records reflect that Mr. [redacted] is receiving Charter Spectrum’s Television service at its standard rate.  Rate adjustments reflect increased programming fees from suppliers as well as the overall cost of doing business.  A small portion of these rate increases also account for additional programming and a continued investment in our network and customer service.   A Charter representative contacted Mr. [redacted] on March 7, 2017 and discussed the above information. Charter’s direct contact information was provided to M. [redacted] for future reference.   [redacted] Director – Corporate Escalations

January 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 service concern.   In her concerns, Ms. [redacted] states that the Charter TV and Voice service is not working properly.  Ms. [redacted] also states that Charter damaged her television during their last service visit.    Charter’s records reflect that on January 19, 2017, Charter’s local field operations team surveyed the damaged television and provided Ms. [redacted] with her options of filing a damage claim for the scratch, but Ms. [redacted] decline at that time.  While onsite, Charter’s technicians initiated the process to determine the source of Ms. [redacted]’s service issues.  At this time, Charter has not completely determined the cause and is working closely with Ms. [redacted] until such resolution is obtained.   A Charter representative contacted Ms. [redacted] on January 20, 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

August 7, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [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 August 3, 2017, a Charter representative spoke with Mr. [redacted] and informed him that he is not being billed for services on the two TV’s in question and there was no credit that needed to be applied.  Charter’s representative attempted to assist the Mr. [redacted] in downloading the Spectrum App to receive service on his TV’s however Mr. [redacted] declined this assistance.   A Charter representative contacted Mr. [redacted] on August 3, 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

July 6, 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 on June 27 and June 28, 2017 Charter’s technical team investigated Mr. [redacted]’s concerns.  Charter has been unable to recreate the service issues Mr. [redacted] is experiencing.  Charter confirmed all services are working as expected.   A Charter representative contacted Mr. [redacted] on June 28, 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

October 21, 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].    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...

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] E [redacted] involving a billing concern.    Charter’s records reflect that the required documentation was received from Mr. [redacted] and he was informed he is eligible for the Contract Buyout offer. A check will be sent directly to Mr. [redacted] for this offer.   A Charter representative contacted Mr. [redacted] on August 23, 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...

July 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 Mr. [redacted] involving a billing concern.    Charter was unable to address Mr. [redacted]’s concerns without speaking to him for additional information.    A Charter representative attempted to contact Mr. [redacted] on June 27, June 28, June 29, and June 30, 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].  On June 30, 2017 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 Escalations Charter Communications

August 2, 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] is being accurately for the services to which she subscribes.  Ms. [redacted] was informed of the current rate for stand-alone Internet services should she disconnect TV and Voice. On July 29, 2017 Ms. [redacted] disconnected all services.   A Charter representative contacted Ms. [redacted] on July 27, 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 Tell us why here...

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 concern.    Charter records reflect on March 1, 2018, Ms. [redacted] spoke with our customer care team for assistance making a payment on her account. It was determined the representative submitted the payment information for reoccurring payments instead of a onetime payment. After the account balance was drafted from the account on March 11, 2018, Ms. [redacted] called back in to our care team and requested for the payment to be refunded to her bank account. As the payment did not result in a credit balance to the account the payment was not refunded.   A Charter representative contacted Ms. [redacted] on March 21, 2018 and discussed the above information and it was determined best to not reverse the payment. Her account was also credited for the bank fees associated with the transaction. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards, Corporate Escalations Charter Communications

July 30, 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 on July 24, 2017 Ms. [redacted]’s concerns were forwarded to the appropriate team for review. Charter continues to investigate Ms. [redacted]’s concerns and will provide an update once a resolution has been obtained.     Regards,   [redacted] Director – Corporate Escalations Charter Communications

Initial Business Response /* (1000, 5, 2016/03/02) */
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 that on January 11, 2016, he attempted to...

cancel Charter's TV service, only to discover that he continued to be billed for service that was not used.
Charter's records reflect that on January 11, 2016, Mr. [redacted] contacted Charter to disconnect his mother's account. Upon review of the interaction, Charter determined that the account was not disconnected as requested and he was provided inaccurate information regarding Charter's Power of Attorney (POA) process. On February 9, 2016, Charter verified that the equipment on the account was returned. On February 29, 2016, Charter processed the disconnection as requested by Mr. [redacted]. In addition to disconnecting service, Charter processed an account adjustment totaling $38.44 to zero out the account balance. Charter provided valuable feedback to the representative that initially interacted with Mr. [redacted] to ensure that proper policies and procedures are followed moving forward.
A Charter representative contacted Mr. [redacted] on February 29, 2016, 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)
Initial Consumer Rebuttal /* (2000, 7, 2016/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am anxious to see an actual revised statement from Charter, assuming it does show a "zero account balance" I am satisfied.