Charter Spectrum

2130682146

My lease Proof of resident address
4001 Expo Ct Apt.3 lexington ky 40515
859-436-3623

In the summer I received a promotion call from Spectrum who I have internet services with. The offered to upgrade the internet speed (which I wanted) so I agreed. They offered and hard sold a promotion that included Apple TVs for use with the internet. I agreed to this as well since it seemed like a good deal. Several days later I got a call from Spectrum saying the apple TV promotion was not available in our area so the TVs would not be sent to me. Now I realize looking at my bill that they continue to charge me for the TVs. I called to ask to have it removed from my bill but their "customer service" states their "system" shows the TVs were delivered to me and at this late date I will need to fill a claim with UPS. I object to this since I was TOLD by their employee the TVs would not be coming. They don't care. So the moral of the story is they are as a company disorganized and dishonest. If you have ANY other choice for internet service provider they HAVE to be better than this

May 31, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [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’s records reflect that Charter’s technical team visited Mr [redacted] ’s service address on May 23, to investigate his concernCharter was able to identify the issue and correct itMr [redacted] confirmed on May 26, 2017, that his services are now working properlyAdditional coaching was provided to the representatives that interacted with Mr [redacted] but did not follow Charter’s policy to escalate his concern A Charter representative contacted Mr [redacted] on May 26, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

June 2, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [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 May 30, 2017, a Charter representative spoke with Mr [redacted] regarding his concernMr [redacted] requested to disconnect his services with CharterMr***’s account was disconnected upon his requestAdditional coaching was provided to the representative that offered Mr [redacted] a promotional rate without checking the eligibility requirements A Charter representative contacted Mr [redacted] on May 30, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

Perhaps, their might be an email address I could continue to share information withPerhaps you could continue to protect my interests I would like to show that my speeds are still fluctuating by showing screen shotsI am still not satisfied when my speeds still drop Maybe my side is misunderstoodMy hope is that this time, after many other times of assuring me they are working on it, that they really will get it finished So, I am curious why the case would be closed when the solution has not been reached? [redacted] Phone [redacted] Fax [redacted] http://www [redacted] Revdex.com A+ Rated

Complaint: [redacted] I am rejecting this response because: The 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 APPTMTSREQUIRED following Spectrum's act of FRAUD in disconnecting my service as a result of my inquiring about my inflated Decbill when there was no change of monthly services, which led to my being forced to exchgall TWC boxes for Spectrum boxes, followed by Spectrum EXTORTING/BLACKMAILING ME into paying an additional $per mounder SPECTRUMS NEW BILLING PLAN (despite the advertised price to other "new customers.") I asked for the months of free service as CONSIDERATION for what they put me through in time & inconvenience Dec& Jandue to their consistent NEGLIGENCE!Now in FebI continue to get bills that do not include the mofree and that are not consistent w/ my monthly bill from Dec.- Feb I have included the log of events below.I wil be leaving negative reviews on Spectrum on numerous websites based on my horrible experiences & their lack of customer service AND will be terminating BOTH ACCTS I have w/ them & going w/ one of their competitors AND will be contacting my attorney re: legal remedies for the FRAUD, EXTORTION and committed against myself, a SENIOR CITIZEN, and my DISABLED daughter, if they do not honor the MONTHS FREE SERVICE AS PROMISED by Supervisor [redacted] , and now also an ADDITIONAL ONE MONTH FREE for the THREATS MADE AGAINST MY DISABLED DAUGHTER by a Spectrum employee (filed as a separate complaint w/ Revdex.com.) That's a cheap price for them to pay for everything they have done!LOG OF INCIDENTS:BILL: Dec11, ACCT #: [redacted] PHONE #: [redacted] SECCODE: [redacted] SERVICE AT: [redacted] COMPLAINT: I have been with this company for over yrsthrough all their name changes ( [redacted] and now Spectrum) and buyoutsI also have ongoing accounts with them at two property locations TWC AKA Spectrum disconnected my TV service without my knowledge or consent in retaliation for inquiring about an approx$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 $month more! TIMELINE OF INCIDENTS: 12/I called Time Warner Cable/Spectrum when they increased my bill nearly $for no reasonthey claimed my promotional offer had expired despite the fact the offer was for yrand had been less than mo I spent hours being transferred timesI 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 Deptgave me a new promotional offer at the price of $after taxes which expires in one year on 12/20/confirmation # [redacted] He also credited me $on my current 12/11/ bill of $ 12/ 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 TWCTHEY REFUSED TO RESTORE MY SERVICE until I turned in TWC boxes for Spectrum boxes despite the fact I am a disabled Srcitizen,my bill is current, I have friends & family in town for the holidays, and no one has any television I called SpectrumThey 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 TWCThey scheduled apptmtfor 12/to come to my home to exchange TWC boxes for Spectrum boxes I asked to speak to the Supervisor in two different departmentsNeither one was available to come to the phoneI left messages for both to call me backNeither 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 comeThey had my PHONE # WRONG despite the fact it’s the same phone # they’ve had on file for yrs 12/ Tech came outDIDN’T HAVE ENOUGH BOXESLeft to pick up moreReturned with and installed different types of complicated RANDON BOXES & REMOTES that my disabled daughter and I are unable to figure out Tech called the ofcto activateThey EXTORTED METhey REFUSED TO RESTORE MY SERVICE unless I agreed to pay $per month for the new boxes they forced on me I still DO NOT HAVE MY SPECIAL CHANNELS I AM PAYING FOR (TCM, Reelz, etc.) 12/ Had to schedule a 2nd appointment for 12/@ AM- PM Confirmation email said will text me before they comeI NEVER AUTHORIZED TEXTING as I don’t text!!! 12/ EM to confirm apptmt 12/ Apptmtfor AM-PM DELAYED to 1: 1:apptmtDELAYED until 2: 2:apptmtDELAYED until 3: Tech showed up w/ NO REMOTES It’s Christmas Eve day & I was unable to do my gift and grocery shopping as stores close early @ 5:after WASTING ENTIRE DAY waiting for TWC to show up for boxes I never wanted in the first place! Had to re-scheduled a 3rd appointment for 12/2-PM 12:PM & 12: [redacted] w/ Spectrum local team LW [redacted] 16:PM [redacted] w/ Spectrum Corporate Escalations LW [redacted] 12/ EM to confirm 12/2-PM apptmt 12/ 2nd EM to confirm 12/2-PM appointment guys showed up w/ correct remotes Got email saying I owed approx$ 1/ Called & spoke w/ [redacted] @ billingSaid ***NEVER issued $cron 12/20/as promisedNever adjusted my rate to $promotional offer priceNever included my Digital Tier [redacted] said TWC did credit me $total for the following on 12/21: $Preferred TV (adjustment), $Preferred TV, $set top box, $x 7-$digital adapters, $internet credit, $PCC chg’s, $PCC chg’s [redacted] credited me $for the $credit ***never issued me & $for moDigital Tier that I have not had from 12/21-present Transferred me to CustSolutions DeptAsked for SupervisorAfter holding, I ended up back to Billing Dept! Spoke w/ [redacted] (Operator ID ***) in CustSolutions DeptVery niceRe-connected my Tier Issued me $creditExplained the following: I was grandfathered in to Spectrum so my new bill is now $mo($after taxes.) Breakdown: TV Tier boxes (w/o boxes it would only be $104) _____ total internet TV & INTERNET COMBINED= $ FCC fee SIDE NOTE: I have a flyer that advertises Spectrum service price at $moeach for TV/Internet/Voice ($mo) when bundled w/ FREE DVR service for monthsWhy are loyal longtime customers being PENALIZED and charged over 1/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/to the present which is still ongoing I want written confirmation that my monthly bills will NOT EXCEED $TOTAL with taxes every month through 12/20/next year under the current package deal as promised or better yet, a monthly rate of $since I am a “New Customer” of Spectrum? (that’s why all this trouble after allHad to turn in TWC boxes for Spectrum boxes since TWC changed to Spectrum!) 1/ rec’d EM bill amount due $ 1/15/ Spoke w/ [redacted] in Customer Solutions DeptSend me EM confirming our conversationsAdjustments made for mo: $before taxes$moDigital tier MONTHS FREE SERVICE as resolution as per complaint to Revdex.com 1/ EM’d [redacted] re: $billNo response 1/ EM’d [redacted] re: $billNo response 2/ 2nd time rec’d bill reminder “as per last statement” amount due $175.08Called billingRef’d to CustSolutions DeptSpoke w/ [redacted] who said balance due is $I stated there should be NO BALANCE due w/ mofree 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 ofctodayHis Supervisor Mr [redacted] was not in 2/ Filed another complaint w/ Revdex.com vsSpectrum re: bill demands & no responseFiled separate complaint re: threats against [redacted] 2/ [redacted] @ Spectrum [redacted] LWShe called & denied [redacted] offered months free service

Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr [redacted] involving a service concernIn his complaint, Mr [redacted] states that the Internet service in his area drops multiple times a weekCharter records reflect that on November 30, 2016, Mr [redacted] informed Charter that his complaint is regarding a different address than he provided on the complaintDuring the interaction, Mr [redacted] declined to schedule a service visit to allow Charter’s technical team to address his Internet concernsA Charter representative attempted to follow up with Mr [redacted] on November 30, December 1, December 5, and December 6, 2016, using the contact telephone number and e-mail address that Charter has on fileCharter was unsuccessful in these contact attempts to reach Mr [redacted] It is Charter’s recommendation that Mr [redacted] contacts Charter directly to expedite a resolutionRegards, [redacted] Director – Corporate Escalations

August 2, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] 314-645-phone 314-645-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 26, July 31, and August 2, 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 27, 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

May 23, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [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] regarding a billing concern Charter records reflect on May 19, 2017, a Charter representative spoke with Mr [redacted] about his billing concernsMr [redacted] ’s Charter bill is now paid in fullCharter mailed a payment in full letter to Mr [redacted] informing him that his debt with Charter has been cleared A Charter representative contacted Mr [redacted] on May 19, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

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 after experiencing service issues with Charter’s Internet service, he was charged $for a service visitMr [redacted] reports Charter has already removed half the charge, but a refund should be issued for the remainder since it was an issue with Charter’s Internet service, not his equipmentPrior to receiving this Notice, Charter’s records reflect Mr [redacted] had a service visit on March 28, 2016, to investigate issues with Charter’s Internet serviceUpon review of Mr [redacted] ’s account, it was determined that the service visit was coded as a chargeable visitOn April 12, 2016, Mr [redacted] was issued an account adjustment, totaling $74.50, to discount a portion of the service visit feeOn April 19, 2016, Charter issued an additional account adjustment, totaling $74.50, to credit the remaining charges from the service visitA Charter representative contacted Mr [redacted] on April 14, 2016, and discussed the above informationCharter’s direct contact information was provided to Mr [redacted] for future reference.Regards, [redacted] ***Director – Corporate EscalationsCharter Communications [redacted] (facsimile)

July 3, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] StLouis, MO [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

May 11, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] StLouis, MO [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’s records reflect that during a call to Care on April 26, 2017, Ms [redacted] was provided incorrect information regarding the past due balance required to restore services as of May 1, During a visit to the local Charter Store, Ms [redacted] ’ services was provided incorrect information regarding restoration of her services Coaching was provided to the representatives who failed to provide the correct information A Charter representative contacted Ms [redacted] on May 5, discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

Complaint: [redacted] I am rejecting this response because: Number one, as it states in the response they placed me on a three year contract I did not request this I was not aware I was on a three year contract and I do not wish to be on this On, 3/15/2016, I spoke to [redacted] and she informed me they had removed the fee for installation Again, I do not want to be on a three year contract with Charter they have a tendency to not provide all the details(example quote one price than charge another, three year contract, etc) and I thank you Revdex.com for letting me know this I also had to inform [redacted] that Charter was coming out to my home unannounced I am leery about doing business with this company I am a new customer and I am already having issues with Charter Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: When I spoke with the representative on 9/6/she stated that she listened to the recordings on 7/3/& 8/2/when I made the payment arrangements with the agents they both did not tell me that I would be charged the $agent fee, but that they would not waive the charge even though I was not informed that I would be chargedI think that this is a very deceitful and dishonest business practice to not inform individuals that they will be charged for making a payment arrangement over the phoneI would like to be credited back the $fees that in was charged totaling $ Sincerely, [redacted]

September 7, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [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] ’s initial refund was sent to the wrong address Charter applied a credit to Mr [redacted] ’s current account in lieu of issuing a refund A Charter representative contacted Mr [redacted] on September 6, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, Corporate Escalations Charter Communications

August 19, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution NBroadway SteStLouis, MO [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***’s issue Charter will continue to be available to Mr [redacted] should he have any questionsCharter’s direct contact information has been provided for future reference Regards, Corporate Escalations Charter Communications

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 he has received a billing notification for service he did not authorize Charter records reflect that Mr***’s email address was entered on a Charter customer’s account in errorCharter contacted Mr [redacted] on December 20, 2016, and confirmed that his email address has been removed from the account A Charter representative contacted Mr [redacted] on December 20, 2016, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, [redacted] Director – Corporate Escalations

Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Ms [redacted] involving a billing concernIn her complaint, Ms [redacted] states that Charter interrupts her cable which is provided by her landlord, when she is delinquent for the Charter InternetMs [redacted] states that her included services should not be impacted because of her separate InternetCharter reserves the right to discontinue services, including those provided by Ms [redacted] ’s rental agreement, in the event payment is not received in full for billed chargesThese stipulations are outlined in Charter’s Terms of Service, which Ms [redacted] acknowledged and accepted upon using her servicesA Charter representative contacted Ms [redacted] on December 2, 2016, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future referenceRegards, [redacted] Director – Corporate Escalations

Complaint: [redacted] I am rejecting this response because: I spoke with someone twice about this account I called them and they stated that they were going to put in a fraud report which never happen it's still on my credit when I never had this account Sincerely, [redacted]

August 6, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] 314-645-phone 314-645-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 and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, Corporate Escalations Charter Communications