Charter Spectrum

October 31, 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 service concern.    In her complaint, Ms. [redacted] states that she is experiencing intermittent audio loss and occasional tiling when viewing Charter’s TV service.   Charter’s records reflect that on October 24, 2016, Ms. [redacted] experienced issues with Charter’s TV service. On October 26, 2016, Charter contacted Ms. [redacted] and offered to perform a service visit at her residence; however, Ms. [redacted] declined the service visit. Charter continues to work with Ms. [redacted] and will monitor her service to ensure that no further issues occur.   A Charter representative contacted Ms. [redacted] on October 27, 2016, and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,
[redacted] Director – Corporate Escalations

March 28, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted]...

[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] A. [redacted] involving a billing concern.   Charter’s records reflect that a manual refund check was mailed to Mr. [redacted] and delivery was confirmed by FedEx tracking on March27, 2017.   A Charter representative attempted to contact Mr. [redacted] on March 23, March 27, and March 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 March 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.     [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 concern.      In her complaint, Ms. [redacted] states Charter’s representative mislead her while selling the services and...

considers it false advertising.  Ms. [redacted] alleges Charter’s representative advised her she “won” a free 30 day trial and if she chose to no longer use it all she would have to do is call and cancel. Ms. [redacted] states when contacted Charter to she was informed her Internet rate would now increase, which was not explained from the initial representative.  Charter’s records reflect that on March 2, 2016, Ms. [redacted] accepted a promotional offer for Charter’s Spectrum TV Streaming service along with her existing Internet service.  After investigating the details surrounding the upgrade of service, it was determined that the rate increase when removing a line of business was not included causing Ms. [redacted]’ billing increase.  Ms. [redacted] terminated the Spectrum streaming services on March 21, 2016.  On March 25, 2016, in the interest of customer loyalty, Charter’s representative reapplied the 12 month promotional offer for Charter’s Internet service at $39.99 per month prior to taxes and fees.  Valuable feedback was provided to those involved to ensure Charter’s policy and procedures are followed in the future.A Charter representative contacted Ms. [redacted] on March 23, 2016 and reviewed the information above.  The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,[redacted]Director – Corporate EscalationsCharter Communications[redacted] (facsimile)

Complaint: 12252055
I am rejecting this response because:
I have rejected their response. This has been a long standing problem. They should be happy that people are willing to pay their bills in a timely manner. They have shown no willingness to work with me. If ever I have a chance to change...

companies. I have other companies that I did business with that work with their customers.
Sincerely,
[redacted]

March 16, 2018   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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[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 was unable to address Ms. [redacted]’s concerns without speaking to her for additional information.    A Charter representative attempted to contact Ms. [redacted] on March 9, March 12, March 13, March 14, 2018, and March 16, 2018 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 March 16, 2018, 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

Complaint: [redacted]
I am rejecting this response because:
Although we made progress by an agreed upon monthly credit, it hasn't been applied to my account yet.  Also the amount due is much more than what my monthly bill is supposed to be.  I spoke to accounting and they couldn't figure it out and wasn't able to reach hight management to explain the higher charges.  I left it as I will pay my bill once someone can explain the charges to me.  So I'm hoping for someone who knows what's going on to call me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/18) */
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 Charter made a billing error,...

which resulted in a late fee and unpaid charges reapplied back to his account.
Charter records reflect on November 9, 2015, a misapplied payment; totaling $101.14 was applied to Mr. [redacted]'s account in error. On December 7, 2015, Charter removed the payment from Mr. [redacted]'s account and applied it to the correct account. On January 8, 2016, Charter issued Mr. [redacted] an account adjustment, totaling $109.09, for the billing error. The adjustment reflects the amount previously taken from Mr. [redacted]'s account along with the charged late fee.
A Charter representative contacted Mr. [redacted] on January 8, 2016, and reviewed the above information. The representative provided Charter's direct contact information to Mr. [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, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I recently submitted a complaint with the ID [redacted]. After looking over it again, I see that the Disputed Amount is probably incorrect. I originally understood this to be the total on my bill, but have now realized that it should be the amount I want corrected. Is it possible to correct the...

Disputed Amount to $25.00?Thank you for your time,[redacted]

Complaint: [redacted]
I am rejecting this response because: even though the equipment was moved my request still was not resolved. I requested from the technician to power on all the drops in the house so I can move the equipment when need and this was refused. The technician informed me that if a TV was not connected to that drop, interference could set in if the proper cut off connection was not installed. On one of the rooms, he installed this connection but on the others he refused to install them. He told me once I purchased TVs for the other rooms to contact Spectrum back to call a tech out. I told him doing this would cost me additional service fees, in-which he could've handled while he was present, but he refused and said he couldn't install them on all my outlets (which was only 2 additional). I'm still not satified with their service because it appears instead of working with their customers, they try to get more money out of us for having to have them come out each time a new TV is purchased. This isn't fair to us customers. I was recently with Frontier cable and had all my outlets activated with no issues. Now with Spectrum, they will not do the same thing. This is not fair to us when they have the equipment to handle such a request. I'm sorry but I do not accept their resolution and feel something needs to be done.
Sincerely,
[redacted]

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.    In his complaint, Mr. [redacted] states his virtual fax to email line at his place of business stopped working. Mr. [redacted] requested Charter to fix the issue, and also requested a physical fax line to be installed at his business until the virtual fax line can be repaired.   Charter’s records reflect that on March 09, 2017 a Charter representative spoke with Mr. [redacted] regarding his service concern. Upon Mr. [redacted]’s request the virtual fax line was converted into a physical fax line. The Charter representative offered a credit for the service interruption, Mr. [redacted] declined this offer.   A Charter representative contacted Mr. [redacted] on March 09, 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

November 8, 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 solicitation concern.    In his complaint, Mr. [redacted] states that he has received conflicting information regarding the timeline for being added to Charter’s internal Do Not Mail list.   Charter’s records reflect that on November 2, 2016, Charter received Mr. [redacted]’s concerns. Charter continues to investigate Mr. [redacted]’s concerns and intends to provide a resolution upon completion of its internal investigation regarding Mr. [redacted]’s privacy preferences.   Regards,   [redacted] Director – Corporate Escalations

July 24, 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 refund request concern.    Charter records reflect that on July 18, 2017, Mr. [redacted] refund check was mailed to the address Charter has on file. Mr. [redacted] was informed that he will receive his refund within 7-10 business days.   A Charter representative contacted Mr. [redacted] on July 18, 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

[redacted] from Time Warner contacted me a few times. He was gracious, but did not have much authority to help me. He first thought they didn't pay me because I owed them for equipment. I said I didn't have any for the internet. I discontinued phone service a few years ago, and finally discarded the equipment since they never contacted me about it. He said that now I owed them forty for that, but they would graciously waive the ten dollar difference between what I owed them and they owed me. He acknowledged it seemed like sleight of hand, but had no power to resolve it. I told him that it was their fault for never telling me about returning the equipment, and he acknowledged it was an internal error, but that they were still charging me for it. Goodness gracious!Thanks for any help you can give.

June 6, 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 2, 2017, a Charter representative spoke with Mr. [redacted] regarding his concern. Mr. [redacted] was informed that he will receive a promotional rate on his subscribed services for twelve months. Mr. [redacted] was also informed to pick up a router at his local Charter office. Charter issued a credit to Mr. [redacted]’s account to cover the router rental fee for twelve months. Mr. [redacted] is aware of his current billing rate for his subscribed services.   A Charter representative contacted Mr. [redacted] on June 2, 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

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and after speaking with a Sr. Manager with External Operations about my complaint find that this resolution is satisfactory to me.
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. However to add to the first reply It was a lie that they tried to contact me back by phone all the times they stated. After I repeatedly left voicemails and was finally able to get a hold of [redacted] I learned that she was being told that someone had already contacted me however that was never the case. It was only after I repeatedly contacted them and spoke to [redacted] directly we were able to resolve the issue.
Sincerely,
[redacted]

September 22, 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 service concern.    In her complaint, Ms. [redacted] states that during inclement weather her service with Charter has intermittent issues. Ms. [redacted] is requesting that Charter resolve the issue and provide an account adjustment for the time without properly working service.   Charter’s records reflect that on August 14, 2016, Ms. [redacted] initially contacted Charter to report issues with her service. On September 17, 2016, Charter’s technical team identified and replaced faulty system equipment. On September 20, 2016, Charter’s technical team replaced the cable line that connects Ms. [redacted]’s residence to Charter’s network. Upon completion of repairs, Charter confirmed that Ms. [redacted]’s service with Charter returned to the level of expectancy. Charter issued Ms. [redacted] an account adjustment for verified service issues.   A Charter representative contacted Ms. [redacted] on September 21, 2016, and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

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 down. That 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.

July 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 Ms. [redacted] involving a billing concern.    Charter records indicate that Ms. [redacted] is being billed correctly for the services to which she subscribes.  A credit was applied to Ms. [redacted]’s account for the installation fee.   A Charter representative spoke with Ms. [redacted] on July 6, 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