Charter Communications Customer Service Issues

The impact of Covid on my family has been significant. I am facing financial difficulties and the current bill of $[redacted] is beyond what I can manage. Tragically, my son passed away after contracting Covid during a hospital stay. He used to assist me with bills, including paying for the Spectrum bill, which I can no longer afford on my limited income from Social Security. My health issues, such as kidney disease and severe arthritis, make it challenging to work, even though I had planned to do so until age 70. I need to significantly reduce my bill or I may have to cancel the service.

I'm unsure if I've reached the right place, but last year, I submitted an application for internet services. Since I am no longer a Spectrum customer due to a cable bill issue, I am required to return the equipment. Unfortunately, the equipment stopped working yesterday, and both my children and I rely on it for school and my work-from-home job, as I currently have no transportation. I am uncertain about the next steps and would appreciate any assistance or guidance. Thank you.

I have been a long-time Spectrum customer. My husband passed away 5 years ago, and my Spectrum bill kept increasing. Last month, I canceled my cable service with a representative over the phone. I was informed to pay only $94.98 for May and return the equipment, which I did promptly. However, today I received an email stating I still owed the full amount by the 28th, my billing date, which I have always paid on time. I spoke to Supervisor Anya today, but she insisted the charge was correct and could not be modified. When I questioned why I couldn't keep the service a few extra days, she did not provide a satisfactory answer and mentioned there was no one else I could speak to for help. As a 77-year-old on a fixed income, I couldn't afford the increased bill in May. I am not seeking charity, just common sense in this situation. My account number is [redacted] and security code is [redacted]. I hope to receive a resolution to this issue soon.

I experienced an issue sending my email earlier. I'm feeling pressed for time because AT&T has placed a 24-hour limit on verifying my identity for an order I placed. Unfortunately, my current device's screen is shattered, so I had to purchase a new one. The team can't proceed with my order until I complete the verification process. Due to my damaged camera, I have limited options. I contacted support and Jeff advised me to reach out here. I'm currently at a remote location with my husband, far from any AT&T store, leaving me with this online option. I'm unable to locate an attachment or upload button. Oddly, my husband's laptop is flagging the AT&T site as unsafe for sending information. I've paid for the order out of pocket, and I only have 20 hours left to submit my ID before they cancel my order. I urgently need a new device. Feeling stuck without solutions.

I sent a check with funds on 6-21-22, check # [redacted] for $[redacted].25 to Spectrum. They haven't cashed the check due to giving all customers new account numbers. Spectrum blamed my bank, PNC Aviemore Branch in Pinehurst, NC, for not authorizing payment. Despite visiting both my bank and Spectrum, the issue persists. I keep receiving a double bill totaling $[redacted].42, reflecting charges for the uncashed check. Spectrum seems to want me to pay online or visit the local branch at Pinecrest Plaza, NC. Despite multiple visits to the branch, they claim it's for sales only and I should call the [redacted] number for help. I request check # [redacted] for $[redacted].42 to be cashed promptly to avoid damaging my credit score. Spectrum's delay in processing the check has led to overdue charges. I hope for a resolution soon. - Tarbuck

I recently updated my phone number to [redacted] but instead of a replacement phone, a representative added new service which caused activation issues upon the phone's arrival. After a 12-day delay, the phone was finally activated with a one-time payment generated, though I had originally requested monthly billing. On 7/21, I was informed that the rate would be corrected for monthly billing, but as of today, 8/3/[redacted], Spectrum has been slowing down my service. Despite daily threats to suspend service, I am unable to pay the bill as the rate is still being adjusted. This experience has been the worst response I've encountered in all my years of having a cell phone. I feel hassled and berated by the lack of resolution and accountability from Spectrum. I seek clarity on my new monthly bill, the payment schedule, and a refund for my last month of service. While I am willing to pay for the phone, the delay in addressing these basic inquiries is unacceptable. - Elton Wright

Hello, my name is Maria S. I currently have service at [redacted] West 4th Street, Charlotte, NC [redacted] for my apartment, and everything is fine with that location. However, I recently canceled my service at [redacted] Pauline, Charlotte, NC [redacted] effective September 1st. I am still being billed for this address, along with my mobile service at [redacted] West 4th Street. I have the recorded conversation with your staff where cancellations were assured, yet I am still receiving bills. I am requesting a complete cessation of my phone service. This email serves as evidence, and I have all the necessary documentation. I am dissatisfied with the customer service provided and request that all services, except those for my apartment at [redacted] West 4th Street, Apartment [redacted], be terminated immediately. I have been wrongly charged for my mobile service at $[redacted], which is not the agreed-upon rate of $10 per month. I ask for a stop to all unauthorized charges and services. Thank you. Sent from my iPhone.

I recently found an affordable house for rent, which is a challenge in the current market. When I tried to set up internet service online, I encountered obstacles. A neighboring house had Charter self-install at a good price, but I couldn't get the same service as it deemed me ineligible due to the address. After contacting customer service, they explained that it was an address issue, not my fault. It feels unfair to encounter such hurdles just to get their service. I dislike feeling pressured with constant sales calls when I already attempted to sign up. This negative experience prompts me to seek services elsewhere. I won't tolerate any further inconvenience or marketing calls from them. Moving forward, I will explore other options.

To whom it may concern, I purchased the new iPhone 14 Plus in September but returned it within 27 days as I wasn't satisfied. I requested an extension for the return period while waiting for the iPhone 14 Plus or Max to be available. However, there seems to be confusion with my orders and I'm being informed that I am beyond the 30-day return policy. I believe there has been a misunderstanding, and I refuse to accept the additional charges and penalties. I have spent a significant amount of time and money on this matter and would like a fair resolution without being told that there is nothing that can be done. I urge for a thorough investigation into the issue, as I feel unfairly treated and inconvenienced by the situation. Your assistance in resolving this matter would be greatly appreciated. Thank you, M. V. Cunningham

I made a payment for my mobile bill on December 14, [redacted]. However, Spectrum Mobile disconnected my services on December 15, [redacted], citing non-payment. I have encountered unhelpful customer service representatives during the first two calls I made. On the third call, I spoke with a pleasant gentleman who listened to my concerns. I paid the $62.91 amount due but Spectrum Mobile claims they didn't receive it. I have proof of the payment on my debit card statement, showing the amount debited from my bank account to Spectrum. I am frustrated as I have already lost two full days without service and hope to resolve this issue promptly to have my phone reconnected.

We switched our Verizon mobile service to Spectrum for bundled services in December [redacted]. Upon ordering an iPhone 13 with 256GB memory, we received a 156GB version instead. Although the store attempted to rectify this with a new order, we are still waiting to receive the correct 256GB phone. After several appointments and calls to customer service, we were informed of a restocking fee, which we were promised would be resolved by a supervisor. Unfortunately, after two months, the fee has not been removed, and we are still without the correct device.

I was charged for a service that wasn't related to my issue when a technician visited my business. He reported that it wasn't a SPECTRUM RELATED ISSUE, and a second technician had to replace a faulty router. Despite the first charge being removed and my account supposedly brought back to zero, I have experienced service interruptions three times since then. When I tried to cancel the account, they provided conflicting information about the amounts owed, which do not match my statement. They claim only they can see these amounts, causing uncertainty about my billing.

I recently encountered a situation while working on a job for a homeowner with a tight budget who wanted new countertops. They selected a material that ended up melting when I used contact cement, which was unexpected as the product label didn't mention anything about causing damage. To resolve the issue, the homeowner and I agreed it wasn't my fault, and he compensated me for the time spent fixing it. I suggested getting a proper countertop instead of attempting to make the initial material work, as it would likely be more cost-effective in the long run. After installing the new countertop, the homeowner was pleased with the outcome.

My phone has been experiencing intermittent issues lately. I reached out to tech support on Sunday, June 11, [redacted], and they scheduled a technician to come on Tuesday, June 13, [redacted], between 9 and 10 a.m. The technician arrived promptly, replaced the wires, and the phone started working. However, shortly after the technician left, the phone stopped working again. Despite my attempts to inform a friend, the call didn't connect. My friend contacted tech support, and they rescheduled a tech visit for today, June 14, [redacted], between 9 and 10 a.m. After a delay, they were informed the tech would come between 2 and 3 p.m. It's now 3:40 p.m., and there has been no update from tech support regarding the technician's arrival.

I would like to share a positive review of Spectrum's service team in Stokes/Surry Counties, NC. Lately, I have been experiencing Internet connection issues and reached out to Spectrum for help. After speaking with a technician, two professionals were promptly dispatched to my home the following day. While they were delayed by 3 hours, they efficiently resolved the problem. Jose arrived around 7 pm, quickly identified the issue with the router, and was soon joined by Chad who addressed the cable splitter problem. They replaced cables, installed a temporary underground cable, and updated the splitter, resulting in a stable system with improved channel performance. Both technicians were skilled, courteous, and knowledgeable. Overall, I was impressed with their expertise and professionalism. - Roy C.

I was erroneously charged $90 for two months of cell phone service from an account I believed to be canceled last June. This charge has caused an overdraft in my account, resulting in a $36 fee. While Spectrum has refunded the $90, they have refused to refund the $36 overdraft charge. I am on a fixed income, and this unexpected charge has put me in a difficult financial situation. I urge Spectrum to refund the $36 fee to rectify this situation.

I need to cancel my TV subscription with Spectrum since the Disney channels are no longer included in the package. I have tried calling customer service twice, waiting for 45 minutes and then 90 minutes, but I couldn't reach a retention representative. The customer service agent I spoke to said they were not authorized to make the requested change. I can't spend any more time on this issue and need the service canceled today. Ben T. 49 Crosby Street, Apt 6 New York, NY [redacted]

Hi, I'm Aviva Bass, and my address is [redacted] Highland Heather Ln. I'm currently out of the country, renting out my house, and unable to provide an American contact number. My son tried to cancel my cable service but was informed that he needed to be made an administrator on my account to do so. Could you assist me in resolving this issue? Thank you.

I ordered a new iPhone for my account because the old one stopped working. I paid around $93 for shipping, taxes, and other fees. My order was completed on 11-5-[redacted] with delivery scheduled for 11-8-[redacted]. The tracking information showed it arrived at the FedEx location in Memphis, TN on 11/7/23 at 1:43 AM. However, the package did not leave the facility. After contacting Spectrum, I was informed that nothing could be done until the package was returned, delivered, or until 7 days had passed. On the 7th day, I called again and was told a return to sender was being processed. I opted to pick up the phone at the store. Unfortunately, there was misinformation about this process. When calling back, I was informed that nothing could be done until the package was back at the warehouse. The manager mentioned that an inquiry could only be made with FedEx after 7 days from the last update on their website. I expressed my concerns about the delay but was told that the issue would be resolved with FedEx within 3 to 5 business days after the inquiry. Despite my frustration and no clear resolution in sight, I am still waiting for updates after 13 days.