Charter Spectrum

May 26,...

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 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 service. Charter 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 outage. This lead to an increase in hold times and busy signals when calling Charter’s mainline.  On May 26, 2016 Charter applied a credit on Ms. [redacted]’s account. A Charter representative contacted Ms. [redacted] on May 26, 2016 to discuss the information above.  Ms. [redacted] was provided Charter’s direct contact information for future reference. Regards, [redacted] Director – Corporate Escalations Charter Communications

June 1, 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 repairs were made to the lines on May 22, 2017.   A Charter representative contacted Mr. [redacted] on May 23, 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 appriciated Charter resolving one aspect of my complaint, however my internet should have been at the correct speed from the day their first tech came out. i got a phone call from one of the higher ups after a tech came out and I told him I was happy having the correct internet speed however I told him that they will have to compensate me for the months of slow internet. A  $40 credit after hours on the phone and a couple hours of techs is an insult after spending $160+ a month for many months of bad service and headaches.
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.   It is discouraging that it took me to contact the Revdex.com to finally get immediate attention and resolution to an ongoing issue I was having.  
Sincerely,
[redacted]

October 4, 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]’s father (the account holder) was not provided accurate information regarding the monthly rate, taxes, and fees for the plan to which he subscribed.  Charter corrected the account to match the rate quoted.   A Charter representative contacted Ms. [redacted] on September 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 Tell us why here...

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 that his father-in-law was offered to upgrade additional...

services by a Charter representative to their existing Charter service.  Mr. [redacted] states his father is not authorized to make changes to the Charter account and should not have been added by the representative.  Mr. [redacted] also states Charter’s representative took 45 minutes to cancel the order the Charter representative entered.                                          ...⇄ Charter’s records reflect that on March 4, 2016, a Charter Direct Sales Representative (DSR) entered a work order to add Charter’s Stream service.  Upon further review it was determined that Charter’s representative failed to verify Mr. [redacted]’ father-in-law when adding the services to the Charter account.  On March 4, 2016, the Stream services added without authorization were removed from Mr. [redacted]’ Charter account.  Charter has updated its records to ensure future DSR’s are to no longer solicit Mr. Bower’s address.  Valuable feedback was provided to the parties involved ensuring that Charter’s policies and procedures are followed in the future.Charter representative attempted to contact Mr. [redacted] on March 16, March 17, March 19, March 22, and March 28, 2016 using the contact telephone number and email address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Mr. [redacted].  On March 29, 2016, 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 EscalationsCharter Communications[redacted] (facsimile)

Complaint: [redacted]
I am rejecting this response because:Due to the first technician's inability to correctly diagnose and repair the issue, and due to Spectrum's poor customer service, I had to make 8 additional phone calls over the course of 6 days. Every time I called I was placed on hold before someone would answer. I was on my personal cell phone for a total of 6 hours during the course of those 8 phone calls. Additionally, because we did not have home internet, we were forced to use our mobile data causing us to go over our allowed data plan. The credit issued by Spectrum does not come close to: 1. pro-rated amount not having internet or home phone 2. Personal mobile phone overages 3. My precious time lost I should have been spending with my family (over 6 hours) but instead spent trying to get a spectrum technician back to my home to repair the problem that should have been done the first time.  At the very least, our last bille should be entirely credited.
Sincerely,
[redacted]

September 11, 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 records reflect that Mr. [redacted] is due a refund for the timeframe he went without Charter services due to the Digital Conversion and a request to disconnect the account. On August 18, 2017, a refund check was mailed to the address Charter has on file.   A Charter representative spoke with Ms. [redacted] on September 7, 2017 and discussed the above information. Ms. [redacted] requested no further contact from Charter regarding this matter.     Regards,   Corporate Escalations Charter Communications Tell us why here...

I reject this response because this company still will not address the damages to my property. This company referred me to an insurance adjuster who will not return calls.

Complaint: [redacted]
I am rejecting this response because: I am waiting on the business to still resolve part of the issue related to this claim and have also not received any contact from their corporate center. They keep having call center reps call me pretending to be surpervisors. And every time I ask for corporate info they claim they cannot give it.  Please refund my my bill from 12/10 -12/28 for the cable portion of the bill since we couldn't watch tv until you fix the entertainment center. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have not received any response from this business via phone or mail. Furthermore, if they would like to reach me I am available 24-7 @[redacted]!
Sincerely,
[redacted]

June 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] involving a billing concern.    Charter’s records reflect that on June 7, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. Mr. [redacted] was advised that his account has been credited for the fee in question. Additional coaching was provided to the representative that did not follow Charter’s policy and escalate his concern.   A Charter representative contacted Mr. [redacted] on June 7, 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

July 9, 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 [redacted]ing 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 28, June 29,  June 30, and  July 1, 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 2, 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

June 26, 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 would need to speak with Ms. [redacted] directly to address her concern.   A Charter representative attempted to contact Ms. [redacted] on June 16, June 20, June 21, and June 22, 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 June 22, 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

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]

Initial Business Response /* (1000, 5, 2016/03/01) */
Dear Dispute Resolution:
This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving an unsolicited contact concern.
In his complaint Mr. [redacted] states that he receives a large...

amount of telemarketing calls from Charter and is requesting that all calls to him stop.

Charter's records reflect that on February 26, 2016, Mr. [redacted] was added to Charter's internal Do Not Call list (DNC). Charter customers that place themselves on the national Do Not Call list are not automatically placed on Charter's internal no-call list, and can still receive calls from Charter under the "existing business relationship" exemption until they specifically request to be placed on Charter's internal no-call list. It may take up to 30 days for internal no-call requests to be processed and Mr. [redacted] may continue to receive service calls from Charter related to their account. In addition to maintaining an internal no-call list, Charter also maintains written procedures and training to comply with the various federal and state telemarketing laws. As part of this process, Charter utilizes PossibleNOW's "DNC Solution" to ensure that all telemarketers (internal and external) scrub their call lists against the same master Charter no-call list, as well as applicable state and federal no-call lists. Charter's direct contact details were provided for future reference.
A Charter representative contacted Mr. [redacted] on February 29, 2016, 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]
[redacted] SC XXXXX
XXX-XXX-XXXX
[redacted] (facsimile)
Initial Consumer Rebuttal /* (2000, 7, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

June 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 service concern.   In his complaint, Mr. [redacted] states that Charter is not responding or resolving requests to service his address.       Charter’s records reflect that on June 16, 2016, Charter completed a survey of the address. On June 21, 2016, Charter confirmed no pre-construction would be required.  Charter scheduled Mr. [redacted]’s service installation for June 27, 2016.   Charter representative contacted Mr. [redacted] on June 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 [redacted] (facsimile)

May 16, 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 on July 19, 2016, Mr. [redacted] contacted Charter to transfer service to a new address. During the interaction Charter’s representative did not correctly transfer Mr. [redacted]’s service, resulting in the loss of the gift card offer.   On May 12, 2017, a Charter representative contacted Mr. [redacted] regarding his concern. Charter’s representative applied an adjustment to the account for the gift card that was not received. Charter provided valuable feedback to the representatives that interacted with Mr. [redacted].   A Charter representative contacted Mr. [redacted] on May 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

August 6, 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 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 2 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

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 billing concern.    Charter records reflect that Ms. [redacted]’s refund check was expedited on July 14, 2017.   A Charter representative contacted Ms. [redacted] on July 15, 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