Charter Spectrum

February 14, 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] alleges that his bill is incorrect on a monthly basisMr [redacted] is requesting that all late fees and erroneous additional charges be removed from his account along with the cancellation of his account Prior to receiving this Notice, Charter’s records reflect that on December 27, 2016, Mr [redacted] was provided a one-time account adjustment for a billing discrepancyOn February 12, 2017, Mr***’s account was permanently disconnected with CharterCharter verified that the balance remaining on Mr***’s account is valid A Charter representative attempted to contact Mr [redacted] on February 3, February 6, February 7, February 8, and February 9, 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*** On February 14, 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

March 16, 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 service concern In his complaint, Mr [redacted] states when signing up for the Charter services he was to have the main telephone number be an auto attendant along with three physical numbers to roll to the attendant, but on the day of the installation the technician stated only two lines would be installed Charter’s records reflect upon receipt of Mr [redacted] ’s submitted concerns Charter’s representative successfully provisioned the telephone numbers appropriately The telephone number [redacted] has been provisioned as an auto attendant and telephone number [redacted] as a dedicated fax line The telephone numbers [redacted] and [redacted] are in a hunt group as requested A fourth telephone number, [redacted] , was installed at no cost at Mr [redacted] ’s request on March 14, While on site concerns of slow Internet speeds were resolved when Charter’s technician replaced the modem As a result Charter has also applied an adjustment of $for the overall experience along with the installation fee as previously mentioned at $ A Charter representative contacted to contact Mr [redacted] on March 15, and discussed the above information Charter’s direct contact information was provided to Mr [redacted] for future reference [redacted] Director – Corporate Escalations

November 1, 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 solicitation concern In his complaint, Mr [redacted] that Charter continues to send marketing to their address and requests that Charter immediately ceases such solicitation Charter’s records indicate that on September 6, 2016, Mr [redacted] requested to be added to Charter’s internal/external do not mail listCharter reminds Mr [redacted] that it can take up to days for the original request to be processed due to pending advertising campaigns that have already been processedCharter participates in the Direct Marketing Association’s voluntary direct mail opt-out programOpting out will not stop Mr [redacted] from receiving service-related and billing correspondence (if applicable) and some mailings that are delivered in bulk (i.e., “To Current Resident”)Mr [redacted] was added to Charter’s internal/external do not mail list on September 6, As requested, Charter did not attempt to reach Mr [redacted] in regards to his concernsMr [redacted] may contact Charter directly for any further concerns Regards, [redacted] Director – Corporate Escalations

I spoke to someone in person at my local office and we came to a resolution that I am satisfied with

November 15, 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 that his billing has increased without explanation and is requesting he be placed back in his previous pricing plan Charter records reflect that on October 29, 2016, Mr [redacted] ’s promotional period ended, causing the increase in his monthly billingOn November 11, 2016, Mr [redacted] contacted Charter requesting a new promotional offerCharter’s assisting representative reviewed Mr [redacted] ’s bill and informed him of the different packages availableOn November 15, 2016, Charter contacted Mr [redacted] to follon his concern, and review the packages available Mr [redacted] declined to make any changes at the time A Charter representative contacted Mr [redacted] on November 15, 2016, and discussed the above informationThe representative provided Charter’s direct contact information 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 meHowever to add to the first reply It was a lie that they tried to contact me back by phone all the times they statedAfter 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 caseIt was only after I repeatedly contacted them and spoke to [redacted] directly we were able to resolve the issue Sincerely, [redacted]

June 21, 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] A [redacted] regarding a service concern In her complaint, Ms [redacted] states she is receiving calls from a collector to pay for equipment that was returned to Charter in Ms [redacted] is requesting that Charter remove her information from the debt collectors as well as remove the incident from her credit report Charter’s records reflect on June 15, 2016, an investigation was conducted to review Ms [redacted] ’s concerns It was determined that due to the amount of time that has elapsed since Ms [redacted] ’s account was disconnected; Charter was unable to track the location of the missing equipment A Charter representative contacted Ms [redacted] on June 20, to discuss the information above Ms [redacted] was informed that the missing equipment was removed from her previous account and collection activities were canceledThis account was not sent to collections for reportingMs [redacted] was provided Charter’s direct contact information for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

This has not been resolved, and I want the record to reflect that fact

July 12, 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] Charter is continuing to review Ms [redacted] ’s issue Charter will continue to be available to Ms [redacted] should she have any questionsCharter’s direct contact information has been provided for future reference Regards, [redacted] Director – Corporate Escalations Charter Communications

December 21, 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] L [redacted] involving a billing concern In her complaint, Ms [redacted] states that she contacted Charter to activate Charter Voice only service, but was informed that she would be required to bundle the services with either Charter TV or Internet Ms [redacted] states that when the technician arrived he only installed the Charter TV service, leaving her without telephone service Charter’s records reflect that the telephone number requested [redacted] was not an active number which prevented Charter from activating the telephone service Ms [redacted] ’s account has been disconnected per her request, leaving a zero balance A Charter representative contacted Ms [redacted] on December 13, 2016, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [redacted] for future reference Regards, [redacted] Director – Corporate Escalations

November 2, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] StLouis, MO [redacted] king [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] alleges that Charter did not apply a promised credit of $to her accountMs [redacted] states that her Charter account has now been sent to collections and is requesting that it be removed from her credit report Charter records reflect that on December 12, 2014, Ms [redacted] received a one-time credit for the time that her service was outOn December 22, 2014, Ms [redacted] contacted Charter and was informed that she would not receive any further creditsCharter contacted Ms [redacted] on October 29, 2016, to discuss her complaintDuring this interaction Ms [redacted] was informed that Charter has no record of an additional credit of $being offered to herCharter verified that Ms [redacted] ’s final balance is valid, and will not be removed from her credit report A Charter representative contacted Ms [redacted] on October 29, and discussed the above informationThe representative provided Charter’s direct contact information to Ms [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 after speaking with a SrManager with External Operations about my complaint find that this resolution is satisfactory to me Sincerely, [redacted]

July 14, 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 needs to speak with Ms [redacted] directly to address her concern A Charter representative attempted to contact Ms [redacted] on July 5, June 10, June 11, and June 12, 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 July 13, 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

July 25, 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 would need to speak with Mr [redacted] directly to address his concern A Charter representative attempted to contact Mr [redacted] on July 18, July 19, July 24, and July 25, 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 24, 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 Tell us why here

August 29, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] StLouis, 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/billing concern Charter records reflect that the service interruption occurred on August 1, due to the Digital ConversionA Charter representative attempted to educate Mrs [redacted] on her billing cycle date and prorated charges, but Mrs [redacted] stated that she does not want to speak with anyone from Charter regarding her complaint and she disconnected the call A Charter representative spoke with Mrs [redacted] on August 24, and discussed the above informationThe representative provided Charter’s direct contact information to Mrs [redacted] for future reference Regards, Corporate Escalations Charter Communications Tell us why here

Sunday 5/around 6pm a service truck pulled up in the drivewayThe tech never came to the doorI sat inside to see what he was doingTech got out of van and was on his cell phone in one hand and was playing with one of those kids fidget spinner toys with the other handHe walked to the other side of house where cable line isHe stood there for a minutes looking at it then went back to his vanHe sat there for a minute and backed out of drivewayHe pulled in front of post across street where cable line is hooked up tooAt same time my daughters friends mom pulled into driveway to drop my daughter offThe tech got out of his van and approached my daughters friends momHe did not ask if she was owner of house or anythingHe just told her " I raised the cable as far as I could", then turned around got into his van and leftWell clearly he did not do anything because I was inside the house and was watching him the whole timeAfter he left I went outsideStood on top of my air conditioner and was able to pull feet of the cable, raising it upI pulled it through the attached pictureUnfortunately the original installer did not secure this well and I am not sure how long this will hold upThis is not a good way to start out with me being a new customerI was considering getting cable tv too but I do not want spectrum inside m house running cables after thisAt this point because of the way I was talked to and lied to, I would like the $install fee to be credited or removed from first bill as a resolution

Complaint: [redacted] I am rejecting this response because: Charter called several times after getting the complaintThey never addressed the issue of credit due to slow speedsI 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 modemI 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 They also have been very slow at responding to my main concern of the credit for the slow speed for monthsAfter speaking with them they continue to go over the fact that the internet speed is NOW up to parThey keep asking me is the service working fine nowWELL yes that's why NOW I'm asking for the credit because it's now fixedAlso they have in their system notes from some techs stating that refused to have the drop movedI 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 dropThere are so many points that Charter has not addressedLastly they finally had a TECH supervisor to call me and basically he told me that he didn't believe anything that I was sayingI told him I had names of techs and numbers who had been out hereWhen I gave him the name and numbers he said those techs said everything was my faultI 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 presentHE REFUSEDThese techs have been here and seen the problem before they fixed itYES 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 problemsAlso they replaced their OWN modem because I wasn't getting the correct speedsALSO they sent out techs and a line techWhy keep sending someone out if there isn't a problemThen they said the line tech came out and didn't see a problemThey just keep lying to cover up the real problem that they messed upNo matter what evidence I had AND SHOWED them they keep saying that I had no evidence to prove the problem was on their endI said yes I do but everything that I give you Charter says it's incorrectThat let me know then that they were not trying to resolve the problem but cover it up Sincerely, [redacted] ***

August 7, Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [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 August 3, 2017, a Charter representative spoke with Mr [redacted] and informed him that he is not being billed for services on the two TV’s in question and there was no credit that needed to be applied Charter’s representative attempted to assist the Mr [redacted] in downloading the Spectrum App to receive service on his TV’s however Mr [redacted] declined this assistance A Charter representative contacted Mr [redacted] on August 3, and discussed the above informationThe representative provided Charter’s direct contact information to Mr [redacted] for future reference Regards, Corporate Escalations Charter Communications

Professional, courteous and punctualWould recommend fully Took down a large tree and stumpLeft our yard looking like there was never a tree thereThanks Gary [redacted] in Tiffin

July 16, 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 records reflect that Ms [redacted] confirms that she received the billing statements requestedMs [redacted] is aware that Charter waives one late fee per yearMs [redacted] was offered additional service plans but declined all offersAt the request of Ms***, no changes were made to her Charter account at this time A Charter representative contacted Ms [redacted] on July 15, 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