Charter Spectrum

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]

Dear Dispute Resolution:
This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a service issue.
In his complaint, Mr. [redacted] states that he continues to experience intermittent issues with his Charter Internet service without resolution. Mr. [redacted] alleges that technicians are late, do not contact him prior to coming to his home, and there is no communication between technicians.
Charter records reflect that on January 5, 2016, Charter's technician completed external maintenance within Mr. [redacted]'s area, which resolved his Internet service issues. On the same day, Mr. [redacted] advised Charter's representative that his Internet service was working properly. Charter advises Charter's pre-call is followed per Charter's policy.
A Charter representative contacted Mr. [redacted] on January 6, 2016 and reviewed the above information. The representative provided Charter's direct contact information to Mr. [redacted] for future reference.

Regards,
[redacted]
Executive Escalation Manager
Charter Communications
[redacted]
[redacted] (facsimile)

May 23, 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 [redacted].   Charter was able to offer a package to Mr. [redacted] which he accepted.   A Charter contacted Mr. [redacted] on May 17, 2017 and discussed the above information. Charter’s direct contact information has been provided 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 Ms. [redacted] involving a billing concern.  In her complaint, Ms. [redacted] states Charter processed a payment three times and was told it would take ten days to receive a...

credit.  Ms. [redacted] alleges when she inquired how she was going to receive the funds back, she was advised to call her bank and place a stop payment on the check.  Ms. [redacted] states she was charged $50.00 for return check fees and has requested that Charter remove these charges.      Charter’s records reflect on February 17, 2016, Ms. [redacted] contacted Charter regarding three payments made to Charter from her bank account.  An investigation identified that Ms. [redacted] asked the assisting representative if she contacted her bank would that refund her extra payments faster and the representative confirmed.  Valuable feedback was provided to the representative to ensure that all process and procedures are followed when dealing with refund request.  On February 26, 2016, an adjustment of $50.00 was applied Ms. [redacted]’s Charter account for the rejected payment fees.  A Charter representative contacted Ms. [redacted] March 8, 2016 and reviewed the information above.  The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,[redacted]Executive Escalation ManagerCharter Communications[redacted] Simpsonville, SC  29681[redacted] (facsimile)

August 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 billing concern.    Charter’s records reflect that a Charter representative explained the billing charges on Ms. [redacted]’s account. A one-time courtesy credit was applied to her account for her concern. Ms. [redacted] is aware of Charter’s billing policy, and where she can view her updated account balance online.   A Charter representative contacted Ms. [redacted] on August 23, 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

August 28, 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]...

[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 billed correctly for the services to which she subscribes.  Charter confirmed that Ms. [redacted] was provided accurate information regarding the availability of new customer pricing.
 
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

July 2, 2017 Revdex.com Serving Eastern Missouri and Southern IllinoisAttn: Dispute Resolution211 N. Broadway Ste. 2060St. 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 a billing concern.   Charter needs to speak with Mr. [redacted] directly to address his concern.  A Charter representative attempted to contact Mr. [redacted] on June 21, June 26, June 27, and June 28, 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 28, 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 EscalationsCharter 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]

October 12, 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] stated his dissatisfaction with Charter’s response to his request for a lower monthly rate.    Charter has discussed and informed Mr. [redacted] of his rate and options on several previous occasions.  Charter offers various package combinations and/or promotions at any given time.  Customers are never forced to take particular services or packages.  Each customer must determine whether any particular package or service is adequate for their needs.  Not all packages or promotional rates are available to all customers, as the same may have certain eligibility requirements.  Charter reviews the quoted rate and that it excludes any installation, equipment, applicable franchise fees, taxes, late fees, or cost for other ancillary services at the time of sale.   A Charter representative attempted to contact Mr. [redacted] on October 7, October 8 and October 10, 2016. We were unsuccessful in these attempts.  It is Charter’s recommendation for Mr. [redacted] to contact Charter directly if he has further questions.   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 me.
Sincerely,
[redacted]

May 18, 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 May 12, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. The representative reviewed Mr. [redacted]’s current billing rate, and offered a twelve month promotional service package. Mr. [redacted] agreed to this new billing rate, and his account was adjusted to reflect this new package.   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

March 6, 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.    Charter records indicate that a Charter representative attempted to contact Mr. [redacted] about his concern. Due to Mr. [redacted]’s experience, a courtesy credit is something Charter would like to review with the customer.   A Charter representative attempted to contact Mr. [redacted] on 2/24, 2/27, 2/28 and 3/01/17 using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts.  On March 6, 2017, Charter mailed Mr. [redacted] a letter with direct contact information.  It is Charter’s recommendation that Mr. [redacted] contacts Charter directly to expedite a resolution.   Regards,   [redacted] Director – Corporate Escalations

Initial Business Response /* (1000, 5, 2015/10/09) */
Dear Dispute Resolution:
This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a billing concern.
In her complaint, Ms. [redacted] states Charter promised to buy her out of...

her contract and send her a Kindle Fire if she switched from Dish to Charter. Ms. [redacted] states Charter later advised her that she would not be receiving her Contract Buyout check or Kindle Fire. Ms. [redacted] states that Charter's representative was unprofessional. Ms. [redacted] is requesting that Charter send her Kindle Fire and Contract Buyout check.
Charter's records reflect on July 28, 2015 Ms. [redacted] spoke with a Charter representative who offered her a Kindle Fire Contract Buyout promotion. It was determined that Charter's representative did not enter a work order at the time because Ms. [redacted]'s account needed to be in good standing.
On August 3, 2015, Ms. [redacted] contacted Charter requesting the Kindle Contract Buyout promotion. The assisting representative incorrectly advised Ms. [redacted] that the promotion was no longer available. Upon further it was determined that Ms. [redacted] signed up for Charter's Triple Play Bundle and service was installed on August 10, 2015. Charter received Ms. [redacted]'s Contract Buyout Form and a copy of her online Dish Statement by mail but it did not contain her early termination fee, which has delayed her check from being processed. Valuable feedback has been shared with Charter's representatives.
On October 8, 2015, Charter's representative advised Ms. [redacted] that documentation showing proof of her early termination fee with Dish is required before we can issue her Contract Buyout check. Ms. [redacted] is aware that she is eligible for the Kindle Fire and will be receiving one because the promotion was available at the time of her sale.
A Charter representative contacted Ms. [redacted] on October 8, 2015 and reviewed the above information. The representative provided Charter's direct contact information to Ms. [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, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:
[redacted] from Charter contacted me. He agreed the amount I disputed with Charter was $187 upon termination. Charter later jacked it up to $255,after I terminated.
I DID AGREE to pay $181 to put this behind us, CONTINGENT on him sending me a revised bill stating I would be paid in full. He said he normally can't do that (really?) but he would try. He has not.
Please note his offer of $181 is $6 less than Charter wanted when I discontinued service. He agreed I disputed the $187 balance in several recorded conversations with Charter.
Six dollars! I suspect the $181 represents $30 or $40 in bogus penalties.
Sincerely,
[redacted]

February 1, 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 service and billing concerns.    In his complaint Mr. [redacted] states that he experienced Internet service issues after upgrading his Internet speed.  Mr. [redacted] is requesting that Charter credit the Internet activation fee.   Charter’s records reflect that Mr. [redacted] Internet service issues were resolved on January 27, 2017 during a service visit.  A credit for the activation fee was applied on January 30, 2017.   A Charter representative contacted to contact Mr. [redacted] January 30, 2017 and discussed the above information. Charter’s direct contact information was provided to Mr. [redacted] for future reference   [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 me, although their timeline on when things would be done didn't line up, such as I would be contacted by the office manager within 24 hours and it actually took 6 days before receiving the initial call from a project manager. 
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. Actually, once they received this information, they were very prompt in taking care of the on going issue. It was fixed within 48 hours.
Sincerely,
[redacted]

December 15, 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] involving a billing concern.    In her complaint, Ms. [redacted] states that Charter charged her for providing incorrect account information when paying her bill.   Charter records reflect that Ms. [redacted] made a payment on October 21, 2016; however, the payment was reversed on October 27, 2016. Charter records reflect a returned check fee was assessed to Ms. [redacted]’s account.   A Charter representative attempted to contact Ms. [redacted] on December 9, December 10, December 12, December 13, and December 14, 2016, 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 December 15, 2016, 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

Complaint: [redacted]
I am rejecting this response because:
We spoke with a leadership development representative and was informed that due to the time period it took to speak with a representative that they could cut me a check, but it wasn't to be received for 3 weeks. The disputed amount is already due and would do me no good to float a check in the mail. We informed a spectrum representative twice before the payment was due and shouldn't be the customers fault. On top of that I received a late fee charge on top of all this. Sadly if you look at your recorded logs it will show the truth. And if this touches my credit in anyway please remove. Spectrum, This not an acceptable answer.
Sincerely,
[redacted]

May 10, 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’s records reflect that on April 6, 2017 a Contract Buyout check was sent to Ms. [redacted]. On May 1, 2017, a Charter representative spoke with Ms. [redacted] regarding her concern. Ms. [redacted] confirmed she never received this check. On May 2, 2017, the Contract Buyout check was reissued and sent to Ms. [redacted]. Ms. [redacted] contacted Charter on May 9, 2017, and confirmed she received her Contract Buyout check.   A Charter representative contacted Ms. [redacted] on May 1, 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