Business Profile

Cable TVs

Charter Spectrum

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

This profile includes complaints for Charter Spectrum's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15,181 total complaints in the last 3 years.
5,086 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/21/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I attempted to return my 2 cable boxes since I was paying to rent them and no longer using them. Spectrum Customer service said I could bring them to my local Spectrum store in ******* **. At the store I was informed that I could not return both boxes since my TV package was outdated and required at least 1 cable box for service. Since I no longer used them I did not want to keep renting a box. I asked if there was a TV package I could get that did not have this requirement and was informed there was a lower cost package but I would lose *** and ********. I agreed to downgrade my TV service to eliminate the box requirement. The Counter rep at the ******* ** store then informed me that the Spectrum system still would not let me remove both boxes but stated they would be removed once scanned into the Spectrum system. At this point I left the strore and returned home to find my Spectrum internet was out. I called Spectrum repair where the rep determined thet my Router was not working correctly and I needed a replacement which she would send out for overnight deliver via *****, I asked her if she could help with the problem with the box on my account. She said she was with repair but could transfer me to a service rep. This rep did manage to get both boxes removed from my account by using some code.She also stated that she could see that both boxes had been scanned into the Spectrum system Great. I was informed by the repair person that I would get an email with installation instructions which I did receive along with an email thanking me for "upgrading" to the Spectrum silver (the outdated package I originally had). This email contained a reference bill showing that I was again going to be billed for the silver package which listed 2 cable boxes. I called Spectrum customer service again trying to find out how I could be upgraded from my old outdated plan to the same outdated plan since I had already been told was no longer offered but could not get any answer
Customer Answer
Date: 04/21/2025
I believe this complaint has been resolved to my satisfaction.
Initial Complaint
Date:04/21/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made phone call on November 12, 2024. and disconnected the internet service, I asked the agent online three times, "Is this the final bill and I will NOT owe anyting after this $80.41", and he kept said the account will be clear. But the truth is again they charge me for another month (December) of usage enven the service was disconnected on 11/13/2924. Now they send this to a debt collector!! I called a few times, they always say everything will be sorted out. But they haven't done anything . So I hope BBB will help me out this time
Business Response
Date: 04/22/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******* ***** **** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by *** ** ***** involving a billing concern.

Charter’s records reflect a Charter representative spoke with *** ***** and discussed Spectrum’s Monthly Subscription Service. An adjustment has been applied.

A Charter representative contacted *** ***** on April 21, 2025, and discussed the above information. The representative provided Charter’s direct contact information to Ms. ***** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 04/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

** *****
Initial Complaint
Date:04/17/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Attempted to start services w this company. Started everything online. Was forced to call to verify identity where I sat in the phone answering and reanswering the same questions. Was told my modem would be mailed for self installation and would be here the next day. Was THEN told I had to be transferred and talk to someone else ? I don’t know why this company feels the need to be so difficult w starting services but either way my modem was never sent and this company is trash
Business Response
Date: 04/19/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******** **** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by *** ******* ******** involving a service concern.

Charter records reflect a Charter representative spoke with *** ******** regarding starting Spectrum services at a location that still has active service. *** ******** was informed we need required documentation to proceed with the order. *** ******** is unwilling to comply with business rules to create a service order in which a current resident resides. Spectrum is unable to provide *** ******** services at this time.

A Charter representative contacted *** ******** on April 18, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ******** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 04/21/2025

Complaint: ********

I am rejecting this response

Sincerely,

******* ********
Customer Answer
Date: 04/22/2025
They’re a bunch of ********* that think they can make someone else’s still connected account my problem rather than just starting ******* services
Initial Complaint
Date:04/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I originally signed up with Spectrum in January 2024, and I was led to believe my original amount was a permanent rate. About three months later, they increased my bill by about $10, explaining that I didn't want to use their service for my cell phone or their cable offering. Although I didn't think I was treated fairly, I accepted that adjustment, which increased my bill to $56.99. In January 2025, they increased the bill to $71.99. After receiving a second increase in less than a year, I decided to cancel my subscription. I called to cancel and was told I needed to return their equipment, which I did on February 14, 2025. On April 4, 2025, I received a text and later spoke with an employee about their claim that I owed them $108.43. I was told that their policy is that cancellations in the middle of the billing period make me liable for the entire month. Since the monthly bill was $56.99 there is no way I could owe that amount. I would like for Spectrum to adjust my bill to reflect the time from the last billing cycle to the time I terminated the service.
Business Response
Date: 04/22/2025
***** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by *** ****** involving a billing concern.

Charter records reflect a representative contacted *** ****** on April 21, 2025, to acknowledge his final bill concerns. Charter’s records indicate the account has been billed accurately, in accordance with The Monthly Subscription Policy, which is printed on each billing statement. Interactions have been reviewed for retraining and coaching purposes. Due to billing details that were not disclosed, a one- time adjustment has been applied.

A Charter representative contacted *** ****** on April 21, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ****** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 04/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:04/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Have been a Charter, then Spectrum customer for many years. Purchased two new ******* on March 3rd, 2025 online, both were the same, and I was charged to same. Received both boxed on March 10th, 2025, from ****** One of the boxes was empty, so no phone. I called and logged a case with Spectrum about the missing phone, case *** *** **. As of today, Apr 16, I have not had anyone from Spectrum contact me about the missing phone, and they have started charging me for the phone I did not receive. I've called and chatted several times over the past month, trying to find out where my phone is, and why no one has called me. All times, I was told they would call, and I couldn't contact the 'Back Office' department that handles stolen phones.
Customer Answer
Date: 04/19/2025
It appears this has been resolved, although it's a shame I had to go thru all I did, then complain to the BBB to get Spectrum to react.
They did credit my account for the missing ******. Then I was able to go into the store and purchase a new one.
The lesson I learned, was to never have ***** delivery anything, then to never think Spectrum support will do anything to assist their customers.
Yes, this complaint can be closed, although I think you'll see more in the future.
To the BBB, Thank you for your assistance.
Initial Complaint
Date:04/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
SPECTRUM ; i called in about two weeks ago to lower the bill , the agent was very pleseant and very helpful she lowered my bill and reconnected my services . two to three days later , they disconnected the account . i had to call and be accused by a manager of MAKING the agent turn my services on as if i worked there. he however disconnected me. I got everything together and paid them to get everything current. I woke up to a 400 bill no one can explain it .this is incorrect and needs to be dealt with ! EVERY SINGLE AGENT IS RUDE OR FROM INDIA AND NO ONE WANTS TO HELP ANYONE THEY LITERALLY ALL HAVE ATTITUDES !!!!
Business Response
Date: 04/23/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ******** ***** involving a billing concern.

Charter records indicate a representative spoke with Ms. ***** who advised she was no longer interested in discussing the billing concern. *** ***** was informed that a credit adjustment is not warranted and the customer service interactions have been reviewed in an effort to identify coaching and retraining opportunities.

A Charter representative contacted *** ***** on April 22, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ***** for future reference.

Regards,
Corporate Escalations
Charter Communications

Customer Answer
Date: 04/23/2025

Complaint: ********

I am rejecting this response because: i am sick of being treated rudely ! i will keep going until i get some resolve , i have moved further to the *** . they are prejudicial and they are not going to get away with it this time.

Sincerely,

******** *****
Initial Complaint
Date:04/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service is trying to scam me out of late fees and check bouncing charges they think because I am a senior citizen they can cheat me they said my check bounced I never pay by check I always pay by credit card they can see that but yet they ignore that they made a mistake on their end and now they want me to pay late fees for it I refuse to pay the late fees only the bill that I owe they told me I have to pay the late fees and I feel I do not have to pay the late fees because they made the mistake not me they think because I am a senior citizen they can cheat me they need to be investigated to see how many other people they have cheated out of money
Business Response
Date: 04/21/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by *** ****** Carothers involving a billing concern.

Charter records reflect that a Charter representative reviewed the bill in detail with Mr. ********* and applied a billing adjustment for the late fee.

A Charter representative contacted Mr. ********* on April 18, 2025, and discussed the above information. The representative provided Charter’s direct contact information to Mr. ********* for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 04/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *********
Initial Complaint
Date:04/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had spectrum Internet for $46.99 a month that included both Internet and phone. I was told that at the end of my plan I was-to call the retention center and ask for the same plan again and they could renew it. The only difference would be I would have to payan additional $19.99 per month For the cell phone. I said that was fine. I called an a recorded call and did just that. That rate was not only not honored but they told me they wouldn’t honor the rate that was promised for the cell phone. I said they do not have permission to renew my cell phone service in that case And they did it anyway. They’ve been charging my card an additional $30 or so a month. I just found out. Not only what I like all of this money refunded back to my credit card, I want to find out why on earth no one respected my wishes used my credit card without my permission to bill me for things I never authorized and find a plan going forward that I think is fair.
Business Response
Date: 04/22/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** **** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by *** ****, involving a Spectrum billing concern.

Charter records indicate that a new promotional discount has been added to the customer’s account and is applicable to their level of subscribed services. The customer has been advised of the details of the applied discount, including its twelve (12) month duration. An adjustment has been issued, which offsets a portion of the previously assessed charges.

A Charter representative contacted *** **** on April 18, 2025, to discuss the above information. The representative provided Charter’s direct contact information to *** **** for reference.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 04/22/2025
While I appreciate that they did honor at least one year of what their representative represented which was a lifetime of mobile locked in at a price of $19.99 a year, they are not honoring more than that one year and have claimed that they don’t keep recorded calls more than six months so they’re unable to verify with a representative if they indeed promised me that, and have made it clear that they have no intention of even asking the representative if he made such a claim.
I understand that they are not going to budge any further so while I wouldn’t say that I am satisfied, I would say that I think we are complete unless you think you can get them to honor what I was promised on a recorded call about one year ago. Thank you
Initial Complaint
Date:04/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
SPECTRUM WAS OFFERING A SPECIAL TO NEW CUSTOMERS TO SIGN UP FOR SERVICE IN MY RURAL AREA AT THE TIME. UPON REVIEWING PACKAGE OPTIONS, I FOUND ONE AND DECIDED TO CHANGE FROM **** (WHICH I HAD BEEN WITH FOR 15+ YEARS). AFTER ABOUT 1. 5 TO 2 YEARS OF SERVICE W/ SPECTRUM, I MOVED DUE TO MY JOB. WHEN I CALLED TO TRANSFER SERVICE, I WAS TOLD MY NEW ADDRESS WAS NOT IN SERVICE AREA. I ASKED TO CANCEL AS OF A SPECIFIC DATE, "NO PROBLEM" THE REPRESENTATIVE SAID. (NO MENTION ABOUT PRORATION.) I CONTINUED TO RECEIVE A BILL FOR THE FULL AMOUNT AFTER THE CANCEL DATE, WHICH I IGNORED, WAITING ON A PRORATED BILL. I ATTEMPTED TO GO ONLINE AND PAY A PRORATED AMT THAT I HAD ADJUSTED MY SELF, BUT HAD NO ACCESS AND RECEIVED MESSAGE TO CALL. WHEN I CALLED TO INQUIRE ABOUT THE BILL & MAKE FINAL PAYMENT, I WAS TOLD I WAS IN SRVC AREA. "OKAY, GREAT!" I SAID. AFTER BEING ON THE PHONE FOR OVER 1.5 HOURS, AND HIM DOUBLE CHECKING W/ ANOTHER EMPLOYEE, HE CAME BACK & APOLOGIZED FOR THE MISINFORMATION & CONFIRMED CANCELLATION. (EVEN AT THAT POINT, I WAS STILL NOT INFORMED ABOUT SPECTRUM NOT PRORATING THE BILLS.) I WAS NOT A HAPPY PERSON AT THAT TIME SO I CALLED AGAIN AND ASKED TO SPEAK TO UPPER MANAGEMENT TO ASK FOR AN ADJUSTMENT. AT THAT TIME WAS WHEN I WAS TOLD NO PRORATION. I HAVE NO PROBLEM PAYING FOR THE DAYS I RECEIVED SERVICE BUT REFUSE TO PAY THE WHOLE AMOUNT FOR SERVICES NOT RECEIVED. ALL EQUIPMENT WAS RETURNED AND RECEIVED BY SPECTRUM. FOR SOMEONE LIKE MYSELF THAT HAS BEEN IN CUSTOMER SERVICE FOR 30+ YEARS, THAT WAS EXTREMELY POOR SERVICE, EVEN WITH UPPER MANAGEMENT INVOLVED. AS WITH SO MANY PEOPLE, COMPANIES AS WELL, A LITTLE COURTESY CAN GO ALONG WAY, TIMES ARE HARD ACROSS THE NATION. NOW A COLLECTION COMPANY IS CALLING ME EVERY DAY FOR $140 AND SOME CHANGE TO COLLECT FOR A MULTI MILLION DOLLAR COMPANY.
Business Response
Date: 04/21/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** *** **** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by *** ******** *** involving a billing concern.

Charter’s records reflect a Charter representative spoke with *** *** and discussed Spectrum’s Monthly Subscription Service policy. An adjustment has been applied.

A Charter representative contacted *** *** on April 17, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** *** for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 04/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ***
Initial Complaint
Date:04/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The business is charging customers extra 5 dollars for using autopay feature my bill is on the 21st monthly and they are going to charge me anyway I think that is fraud something has to be done to move my due date to not pay the fee
Business Response
Date: 04/19/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

This letter is in response to your correspondence regarding the complaint submitted by *** ******* ******* involving a billing concern.

Charter representative has reviewed *** ******* account and based on the findings; his concerns have been addressed.

A Charter representative contacted *** ******* on April 16, 2025, and discussed the above information. The representative provided Charter’s direct contact information to *** ******* for future reference.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 04/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Charter Spectrum is NOT a BBB Accredited Business.