Charter Spectrum

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. [redacted] involving a billing concern.    In his complaint, Mr. [redacted] alleges that he was informed that his monthly rate would never exceed $169.00 monthly. Mr. [redacted] reports that his monthly rate is now above that cost and is requesting that Charter adjust his billing.   Charter’s records reflect that on February 9, 2017, Mr. [redacted] contacted Charter to review his billing. Upon review of the interaction, Mr. [redacted] was informed of what his monthly rate would be moving forward after the expiration of his promotional rate. On February 10, 2017, Mr. [redacted] contacted Charter and options were provided to lower his monthly rate by removing ancillary services and Charter’s Silver package was removed during the interaction. Charter confirmed that Mr. [redacted] is being billed accurately for the service that he receives.   A Charter representative contacted Mr. [redacted] on February 10, 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

My complaint has been satisfied. I had the installation charge removed by Charter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is *mostly* satisfactory to me. Additionally, I received a phone call from the business within 48 hours of filing this complaint, to inform me that they had put a halt on all marketing mailers which would go into effect immediately, bypassing their usual processing delay timeline.  I'm glad to have received such a prompt response.  I am concerned, however, at the discrepancies between their various stated timeframes.  10 weeks according to their website, 90 days according to the phone call, and 60 days according to their Revdex.com response - which one is it?  This makes me skeptical as to whether they actually do have any official process in place for removing customers from mailing lists.Hopefully I won't be reopening this complain 60 days from now.  I am cautiously optimistic that this has been handled.
Sincerely,
[redacted]

March 2, 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 issue.   Charter records reflect that on February 24, 2017 Charter approved Mr. [redacted]’s contract buyout offer and provided the appropriate feedback to those involved surrounding the delay.  As a result Charter applied an additional adjustment to Mr. [redacted]’s account.   A Charter representative contacted to contact Mr. [redacted] on February 27, 2017 and discussed the above information. Charter’s direct contact information was provided to Mr. [redacted] for future reference.   [redacted] Director – Corporate Escalations

October 20, 2017 Revdex.com Serving Eastern Missouri and Southern IllinoisAttn: Dispute Resolution[redacted]St. Louis, MO 63102[redacted] phone[redacted] faxwww.Revdex.com.org/stlouis RE:  MO Revdex.com [redacted]...

[redacted]                 Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving an experience concern.   Charter’s records indicate on October 17, 2017, a Charter representative spoke with Mr. [redacted] and he agreed to settle the damage claim.   A Charter representative contacted Mr. [redacted] on October 17, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference. Regards,Corporate EscalationsCharter Communications

September 14, 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’s records reflect that a service visit was performed to investigate Mr. [redacted]’s concern. Charter was able to identify the issue, and correct it. Mr. [redacted] has confirmed that his service is now working properly.   A Charter representative contacted Mr. [redacted] on September 11, 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 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 Mr. [redacted] involving a billing concern.    Charter records reflect that Mr. [redacted] was informed that he has the best rate for the services to which he subscribes.  A one month credit adjustment was applied to Mr. [redacted]’s account for Internet service issues.   A Charter representative spoke with Mr. [redacted] on September 19, 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...

Complaint: [redacted]
I am rejecting this response because I have spoken with the power company when they initially come out to fix the power outage caused by the charter technician. The power company stated that they are not at fault due to however they had the Powerline wired the technician was required to know which line to cut for the internet it was the technicians fault for cutting the wrong wire. I am waiting on documents from the power company and will also be providing documents for damages that was done to the panel and Breakers as well as the outlet. I will now be asking for compensation for the TV that was blown the panel that we had to replace the breakers we had to replace the outlet that had to be replaced and time that was having to take off work for the damages that occurred. Myself Mrs.[redacted] had to miss one day of work in order to get the damages fixed as I do have small children in the home.
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]

July 20, 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]...

                 This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a service concern.    Charter records reflect that the necessary work was completed to assist in resolving the reported Internet service issue. The modem is online and functioning as expected. On July 7, 2017 and July 11, 2017 Charter applied a service adjustment to Mr. [redacted]’ account for the service issues.   A Charter representative contacted Mr. [redacted] on July 12, 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 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]

Complaint: [redacted]
I am rejecting this response because: The 2 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 APPTMTS. REQUIRED following Spectrum's act of FRAUD in disconnecting my service as a result of my inquiring about my inflated Dec. bill when there was no change of monthly services, which led to my being forced to exchg. all TWC boxes for Spectrum boxes, followed by Spectrum EXTORTING/BLACKMAILING ME into paying an additional $40 per mo. under SPECTRUMS NEW BILLING PLAN (despite the advertised price to other "new customers.") I asked for the 2 months of free service as CONSIDERATION for what they put me through in time & inconvenience Dec. & Jan. due to their consistent NEGLIGENCE!Now in Feb. I continue to get bills that do not include the 2 mo. free 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 2 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:  Dec. 11, 2016
ACCT #: [redacted]
PHONE #: [redacted]
SEC. CODE: [redacted]
SERVICE AT: [redacted]
COMPLAINT:
I have been with this company for over 22 yrs. through all their name changes ([redacted] and now Spectrum) and buyouts. I 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. $20 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 $40 month more! 
TIMELINE OF INCIDENTS:
 12/20 I called Time Warner Cable/Spectrum when they increased my bill nearly $20 for no reason. they claimed my promotional offer had expired despite the fact the offer was for 1 yr. and had been less than 6 mo. 
          I spent hours being transferred 3 times. I 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 Dept. gave me a new promotional offer at the price of $108.92 after taxes which expires in one year on 12/20/17 confirmation #[redacted]. He also credited me $26 on my current 12/11/16
bill of $134.79.
 
12/21  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 TWC. THEY REFUSED TO RESTORE MY SERVICE until I turned in TWC boxes for Spectrum boxes despite the fact I am a disabled Sr. citizen,my bill is current, I have friends & family in town for the holidays, and no one has any television.
             I called Spectrum. They 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 TWC. They scheduled apptmt. for 12/22 to come to my home to exchange TWC boxes for Spectrum boxes.
           I asked to speak to the Supervisor in two different departments. Neither one was available to come to the phone. I left messages for both to call me back. Neither 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 come. They had my PHONE # WRONG despite the fact it’s the same phone # they’ve had on file for 22 yrs.
12/22   Tech came out. DIDN’T HAVE ENOUGH BOXES. Left to pick up more. Returned with and installed 3 different types of complicated RANDON BOXES & REMOTES that my disabled daughter and I are unable to figure out. 
            Tech called the ofc. to activate. They EXTORTED ME. They REFUSED TO RESTORE MY SERVICE unless I agreed to pay $40 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.)
12/23   Had to schedule a 2nd appointment for 12/25 @ 11 AM- 12 PM. 
            Confirmation email said will text me before they come. I NEVER AUTHORIZED TEXTING as I don’t text!!!
12/23   EM to confirm apptmt
12/24   Apptmt. for 11 AM-12 PM DELAYED to 1:30. 
            1:30 apptmt. DELAYED until 2:30.
            2:30 apptmt. DELAYED until 3:30.
            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 @ 5:00 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 12/27 2-3 PM.
            12:39 PM & 12:47 [redacted] w/ Spectrum local team LW [redacted].
            16:40 PM [redacted] w/ Spectrum Corporate Escalations LW [redacted].
12/24   EM to confirm 12/27 2-3 PM apptmt
12/27   2nd EM to confirm 12/27 2-3 PM appointment
            3 guys showed up w/ correct remotes
2017
Got email saying I owed approx. $25
1/11    Called & spoke w/ [redacted] @ billing. Said [redacted]. NEVER issued $26 cr. on 12/20/16 as promised. Never adjusted my rate to $108.92 promotional offer price. Never included my Digital Tier 1. [redacted] said TWC did credit me $225.02 total for the following on 12/21:
 $10 Preferred TV (adjustment), $49.99 Preferred TV, $11.75 set top box, $3.25 x 7-$26.25 digital adapters, $34.99 internet credit, $6.05 PCC chg’s, $2.70 PCC chg’s.
[redacted] credited me $25 for the $25 credit [redacted]. never issued me & $12 for 1 mo. Digital Tier 1 that I have not had from 12/21-present.
Transferred me to Cust. Solutions Dept. Asked for Supervisor. After holding, I ended up back to Billing Dept! 
Spoke w/ [redacted] (Operator ID [redacted]) in Cust. Solutions Dept. Very nice. Re-connected my Tier 1. Issued me $48.52 credit. Explained the following:
I was grandfathered in to Spectrum so my new bill is now $144 mo. ($151.36 after taxes.) Breakdown:
TV             34.99
Tier 1        12.00
8 boxes     40.00    (w/o boxes it would only be $104)
                  _____
total            86.99
internet       53.99
TV & INTERNET COMBINED= $140
FCC fee       6.05
SIDE NOTE: I have a flyer that advertises Spectrum service price at $29.99 mo. each for TV/Internet/Voice ($89.97 mo) when bundled w/ FREE DVR service for 12 months. Why are loyal longtime customers being PENALIZED and charged over 1 1/2 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 12/20 to the present which is still ongoing.
  I want written confirmation that my monthly bills will NOT EXCEED $108.92 TOTAL with taxes every month through 12/20/17 next year under the current package deal as promised or better yet, a monthly rate of $89.97 since I am a “New Customer” of Spectrum? (that’s why all this trouble after all. Had to turn in TWC boxes for Spectrum boxes since TWC changed to Spectrum!)
1/11   rec’d EM bill amount due $175.08
 
1/15/17  Spoke w/ [redacted] in Customer Solutions Dept. Send me EM confirming our conversations. Adjustments made for 12 mo: $110.96 before taxes. $12 mo. Digital tier 1. 2 MONTHS FREE SERVICE as resolution as per complaint to Revdex.com.
1/22   EM’d [redacted] re: $175.08 bill. No response.
1/25   EM’d [redacted] re: $175.08 bill. No response.
2/5  2nd time rec’d bill reminder “as per last statement” amount due $175.08Called billing. Ref’d to Cust. Solutions Dept. Spoke w/ [redacted] who said balance due is $63.65. I stated there should be NO BALANCE due w/ 2 mo. free 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 ofc. today. His Supervisor Mr. [redacted] was not in.
2/    Filed another complaint w/ Revdex.com vs. Spectrum re: bill demands & no response. Filed separate complaint re: threats against [redacted].
2/15 [redacted] @ Spectrum [redacted] LW. She called & denied [redacted] offered 2 months free service.

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]

May 5, 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 Mr. [redacted] involving a billing concern.     Charter’s records reflect that on April 24, 2017, Mr. [redacted]’s concerns were forwarded to the appropriate team for review. At this time, Charter continues to investigate Mr. [redacted]’s concerns and will provide follow-up once a resolution has been obtained.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

June 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 records indicate on June 19, 2017, Mr. [redacted] was contacted by a Spectrum representative pertaining to his concerns. Mr. [redacted]’s concerns were addressed and a credit was attached to his account.   A Charter representative contacted Mr. [redacted] on June 19, 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

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] I [redacted] involving a billing concern.    Charter’s records reflect that Charter has informed Ms. [redacted] that once he provides a bank statement showing the error in question, Charter can further address his concern.   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

January 31, 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.    In his complaint, Mr. [redacted] states he has experienced delays in receiving his Contract Buyout check from Charter. Mr. [redacted] states that he was never informed that he would have to fill out a buyout form until he called 3 weeks after services were connected. Mr. [redacted] requests that Charter provide him his Contract Buyout check so he can pay the termination fee for his previous provider.   Charter records indicate on January 13, 2017, Charter issued a Contact Buyout check for the termination fee Mr. [redacted] received from his previous provider. Mr. [redacted] should receive the check no later than January 30, 2017.   A Charter representative attempted to contact Mr. [redacted] on January 20, January 22, January 23, January 25, and January 26, 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]. It is Charter’s recommendation that Mr. [redacted] contacts Charter directly to expedite a resolution.   Regards,   [redacted] Director – Corporate Escalations

Complaint: [redacted]
I am rejecting this response because:
Charter called several times after getting the complaint. They never addressed the issue of credit due to slow speeds. I told them on several occasions that I have tech names and numbers that will verify the slow speed not due to any router but coming straight from their modem. I also have been told still that they can't confirm whether the billing has been stopped on my account until the bill prints and they SEE when their system stopped the billing because it is unclear because someone told me that the bill was not stopped until November 25. They also have been very slow at responding to my main concern of the credit for the slow speed for 5 months. After speaking with them they continue to go over the fact that the internet speed is NOW up to par. They keep asking me is the service working fine now. WELL yes that's why NOW I'm asking for the credit because it's now fixed. Also they have in their system notes from some techs stating that refused to have the drop moved. I told them to move it and the tech didn't want to use the existing holes in my home so he didn't move the drop. There are so many points that Charter has not addressed. Lastly they finally had a TECH supervisor to call me and basically he told me that he didn't believe anything that I was saying. I told him I had names of techs and numbers who had been out here. When I gave him the name and numbers he said those techs said everything was my fault. I told him outright that he was lying and to conference the techs in on the call with us so they could tell me that with him present. HE REFUSED. These techs have been here and seen the problem before they fixed it. YES it is fixed now but the problem was not my equipment because we took my equipment off the server to check and there was still problems. Also they replaced their OWN modem because I wasn't getting the correct speeds. ALSO they sent out 3 techs and a line tech. Why keep sending someone out if there isn't a problem. Then they said the line tech came out and didn't see a problem. They just keep lying to cover up the real problem that they messed up. No matter what evidence I had AND SHOWED them they keep saying that I had no evidence to prove the problem was on their end. I said yes I do but everything that I give you Charter says it's incorrect. That let me know then that they were not trying to resolve the problem but cover it up. 
Sincerely,
[redacted]

July 19, 2017   Revdex.com Serving Ea[redacted] 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 records reflect that Mr. [redacted] disconnected services on July 11, 2017   Mr. [redacted] requested Charter not contact him regarding the complaint.  It is Charter’s recommendation that Mr. [redacted] contacts Charter directly to expedite a resolution   Regards,   [redacted] Director – Corporate Escalations Charter Communications

March 14, 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 concern.    Currently within Charter, the appropriate departments are continuing to work in collaboration to investigate Mr. [redacted]’s reported service concern.  At this time Charter will continue to stay in contact with Mr. [redacted] while working to reach a resolution.    A Charter representative contacted Mr. [redacted] on March 03, 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