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Charter Spectrum complaints

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2 Digital Place, 4th Floor ATTN: Escalations
Simpsonville, SC 29681 | Get Directions

(888) 892-2253

http://www.spectrum.com/

Online 24/7 Or Call for Customer Support Hours

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Total Amount in Dispute:
$199,246.00

Total Amount Settled:
$464.00

Complaint Experience

46%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

423 complaints against Charter Spectrum closed in last 3 years.

Complaints	Type of response
2	Making a full refund, as the consumer requested
1	Making a partial refund
166	Agreed to make an adjustment
8	Refusing to make an adjustment
25	Refuse to adjust, relying on terms of agreement
221	Unanswered

423 complaints against Charter Spectrum

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4/22/2024

RESPONSE: Complaint was not answered Amount in Dispute: $166.58 Amount Settled: $0.00

Customer Complaint

3/27/2024

On March 13, I called and canceled and inquired on how to return my equipment to spectrum they are trying to charge me a full month of service when I called today March 22 to find out what my actual bill was for the days that I use service they told me that my service was never disconnected I have been lied to repeatedly for years over my rates. They'll tell me I have a rate for a year then no more than a month later my rate increases again. Are the worst customer service business I have ever dealt with and I am in customer service myself. Resolution Sought I would like to just get my Final bill from February 26 to March 13 when I called to have my service disconnected and it would be great if they gave me some type of credit for all the time I've wasted on the phone with them trying to get accurate information and being lied to for years

4/21/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $77.00 Amount Settled: $0.00

Customer Complaint

3/21/2024

I first called in to cancel my service, which ended October 31st 2023. I returned all spectrum's property ( Modem and cords). I tried to get this settled through spectrum and was continued given the runarounds. Spectrum have reported my name to the credit bureau as if I am denying to pay whatever it is I have left to pay. I am not disputing any charges with spectrum that occurred from the month of October 2023. I am disputing anything that's added after October which I was told ran over to the second week of November of 2023. I never disputed paying whatever I had left but I am disputing being overcharged for services I did not use. Again I've tried several times to explain that and for them to give me some kind of prorate so I can pay what I owe and instead they keep trying to make me pay a full balance of $146.82. I also want them to reverse telling the credit bureau that I didn't pay my bill trying to ruin my credit because that's a lie. Resolution Sought Give me the proper amount of what I owe and nothing more. Have my name removed from the credit bureau since they are the ones who reported it and it's a falseified accusation.

Company Response

4/18/2024

Charter records indicate on April 17, 2024, a representative spoke with this customer regarding the matter. The representative decided that in this case, an adjustment is to be provided. This has since been completed and proper expectations have been set. Interactions have been reviewed in an effort to identify coaching and retraining opportunities. A Charter representative contacted the customer on April 17, 2024 and discussed the above information. The representative provided Charter's direct contact information to the customer for future reference. Regards, Corporate Escalations Charter Communications

Customer Rebuttal

4/18/2024

I want to thank you for helping me resolve my issue with Spectrum and I have agreed to pay what I believe is fair and what I owed. Thank you for your assistance.

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