Charter Spectrum

October 20, 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] 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 that Charter’s handling of the transfer of services has left him with a larger billing statement and diminished services across the board Charter records reflect that while transferring service Mr [redacted] ’s package was modified to include 100Mbps Internet and new pricing, but these updates impacted Mr [redacted] ’s channel lineup without notification Mr [redacted] has been placed into discount pricing as a result of this error Additional coaching was provided to those involved to ensure moving forward Charter’s policies/procedures are followed to prevent incidents such as this with future Charter customers A Charter representative contacted to contact Mr [redacted] on October 18, and discussed the above informationCharter’s direct contact information was provided to Mr [redacted] for future reference Regards, [redacted] Director – Corporate Escalations

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 meThe company has indeed reached out to me and we are working on a satisfactory solution Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have left all my contact information and a supervisor was suppose to call and talk to me about this and to this day has not reached it to meWhy they are speaking to someone who does not live in my house is beyond meI asked for documents and a phone call and it was suppose to be doAnd no one has reached out to me! Sincerely, [redacted]

Final Consumer Response / [redacted] (2000, 7, 2016/01/05) */ Couldn't wait solved the problem

December 22, 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] SYFU 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] alleges that the installing technician damaged his entertainment center while trying to complete the installation of his Spectrum serviceMr [redacted] requests that his entertainment center is replaced or repaired immediately Charter records reflect on December 20, 2016, Mr [redacted] was contacted by a Charter representative regarding the damaged entertainment centerMr [redacted] confirmed that he has been contacted by Charter’s service partner, [redacted] , and is scheduled to have his entertainment center repaired on December 28, A Charter representative contacted Mr [redacted] on December 20, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, [redacted] Director – Corporate Escalations

May 26, 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] regarding a service concern In her complaint, Ms [redacted] states on May 11, 2016, she was unable to use her Charter Internet services She made multiple attempts to contact Charter but was unable to reach Charter’s customer service line Ms [redacted] is requesting credit for the time she was unable to use her Charter Internet serviceCharter records reflect on May 11, 2016, Ms [redacted] service was affected by a network outage that occurred in her area On that day, Charter experienced an increase in call volume due to the area outageThis lead to an increase in hold times and busy signals when calling Charter’s mainline On May 26, Charter applied a credit on Ms [redacted] ’s accountA Charter representative contacted Ms [redacted] on May 26, to discuss the information above Ms [redacted] was provided Charter’s direct contact information for future referenceRegards, [redacted] Director – Corporate Escalations Charter Communications

July 5, 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 Ms [redacted] involving a service concern Charter records indicate that on June 24, 2017, a member of Charter’s Technical Team visited Ms [redacted] residence to address the reported service issueCharter’s Technician completed the necessary work to ensure service issue is resolvedCharter offered Ms [redacted] one month of service credit and Ms [redacted] was informed about the limitations that exist within her wireless network A Charter representative spoke with Ms [redacted] on June 24, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

July 13, 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 12, 2017, a Charter representative contacted Mr [redacted] and advised he currently had the lowest prices available for his level of service Mr [redacted] was also advised that he would not receive a refund for the difference between his promotional price and current price he has paid over the last four months A Charter representative contacted Mr [redacted] on July 12, 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

January 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 In his complaint, Mr [redacted] states Charter billed him for an installation fee that was not authorized by himMr [redacted] also states that he never received his November billing statement Charter’s records reflect that on December 21, 2016, Mr [redacted] ’ concerns were forwarded to the appropriate team for reviewUpon review of the original interaction for installation, Charter determined that due to an order entry error, Mr [redacted] was charged an installation feeCharter has since credited Mr [redacted] ’ account for the installation feeIn regards to Mr [redacted] billing statement concerns, Charter confirmed that Mr [redacted] ’ November billing statement was mailed on November 11, A Charter representative contacted Mr [redacted] on December 22, 2016, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, [redacted] Director – Corporate Escalations

July 3, 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 when the seasonal suspension ended, Mr [redacted] was being billed correctly for the services to which he subscribed On June 12, Mr [redacted] disconnected services with Charter A credit was applied to Mr [redacted] ’s account A Charter representative contacted Mr [redacted] on June 28, 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 13, 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 Ms [redacted] involving a billing concern Charter’s records reflect that a Charter representative spoke with Ms [redacted] regarding her concernMs [redacted] was informed of her service balance dueOnce Ms [redacted] has paid off her service balance in full, Charter will remove it from her credit reportMs [redacted] was also informed she can pay off her balance in three payment installments A Charter representative contacted Ms [redacted] and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

March 22, [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 accountIt was determined the representative submitted the payment information for reoccurring payments instead of a onetime paymentAfter 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 accountAs 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, and discussed the above information and it was determined best to not reverse the paymentHer account was also credited for the bank fees associated with the transactionThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, Corporate Escalations Charter Communications

July 6, 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 records reflect that on June and June 28, Charter’s technical team investigated Mr***’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, 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 15, 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 Ms [redacted] involving a service concern Charter’s records reflect that on May 7, 2017, a Charter representative spoke with Ms [redacted] regarding her concernMs [redacted] was informed of the eligibility requirements for the Spectrum Internet Assist offerMs [redacted] does not qualify for this offer due to already being an active Charter Internet subscriberAdditional coaching was provided to the representatives that interacted with Ms***, but did not provide accurate information regarding her concern A Charter representative contacted Ms [redacted] on May 7, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

August 8, 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 Tell us why here

June 6, 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] was informed that he was provided incorrect information when he set up services Mr [redacted] was informed he would need to pay all past due balances on his previous account, and need to prepay for the first month of services and installation fee before his service could be restoredAdditional coaching was provided to the representative that provided incorrect information to Mr [redacted] when setting up his account 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

We did not come up with an agreementI got a check for $and I sent it back to themI did not agree to thatI got a card from Charter stating I could get internet for a monthI do not want them to contact me any furtherI want my full amount back and I want them to solely contact me through the Revdex.comI do not want any more information, letters, phone calls, or anything from them

May 22, 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 Ms [redacted] regarding a billing concern Charter records reflect on May 21, 2017, a Charter representative spoke with Ms [redacted] to address her billing concernsA Name Change form has been mailed to Ms***’s residence On May 18, 2017, Ms***’s phone number was added to Charter’s Internal Do Not Call List so that she is not contacted by Charter in the future Please note that it may take up to days for the internal no-call requests to be processed A Charter representative contacted Ms [redacted] on May 21, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications Tell us why here

Complaint: [redacted] I am rejecting this response because:the internet keeps dropping and is very slow and fluctuates throughout the day I will be paying a bill and the internet drops and that causes a lot of confusion as if the payment went through or not As far as the bill the bill used to be dollars per month then suddenly went up to dollars per month and then suddenly went up to dollars per month and this is not the best price This is the highest price they have for internet but they raise their prices on internet to force the customer to bundle with other services that they have which is very bad and poor business practice I will go through allThe legal channels to complain and post reviews about their practices and poor internet service Sincerely, [redacted]

My internet continues to go up and down I called Charter's corporate number this time They were kind enough to let me know my internet was downThat is the level of support they give So, Charter said there was nothing they were going to do, as a ticket was already opened (by me)I referred to the months of issues, and that months of tickets have gone by with no one being fired and no one fixing the issues In my head I am thinking there are two jobs one can be wrong at constantly and not lose your job...weather person, and cable technician