Spectrum.com
Reviews and Complaints

Date: November 24, 2021

TO:

Spectrum

Attn: Brandon Buck

Service Manager

Email: brandon.[protected]@charter.com

RE: SHOUTING AT CUSTOMER | MISHANDLING OF RETURNED EQUIPMENT

Dear Mr. Buck

Thank you for listening to my concerns via the phone on Wednesday, November 24, 2021 regarding horrific service and shouting which occurred at a Spectrum store located at 6806 S La Tijira Blvd, Los Angeles, California.

To summarize the situation, I want to recap our conversation as follows:

(1) Per emails listed below to the store managers, Neva Cornejo and Walter Guevara, I experienced difficulty with one of their reps when I returned equipment on 10/15/2021. I advised the store managers I was temporarily disconnecting my service and plan to open it back soon. They both assured that they were going to address the situation and the only charges I had is what Neva stated in her email listed below.

(2) In the next two weeks afterwards, I received two notices (11/5/2021 and 11/14/2021) from Spectrum, stating that I need to turn in equipment. Additionally on 11/17/2021, I received a text message from a tech named "Zebedee" communicating the fact that I need to let him come pick up equipment or that I can be charged up to $500. I called Spectrum that day and a Spectrum rep communicated that they will investigate the situation and gave me a case number ([protected]). I also emphasized to the rep that I don't have any outstanding equipment.

(3) After receiving these multiple communications in November, I came to the Spectrum store located at La Tijera to inquire about the persistent communications around some narrative that I have outstanding equipment. After signing in and waiting, I approached the counter at which rep "Veronica" was standing. After I approached the counter, the following happened

(3a) I verbally shared with Veronica what had happened on October 15, 2021 in an attempt to share with her that I had turned in the equipment. Next, I asked to speak with a manager since the situation appeared to not be getting resolved.

(3b) She said there was no manager in the store and that I would have to come back on Friday to speak to a manager.

(3c) I thought it was strange that there was no manager and asked her what happens if there is an emergency in the store; to whom would the store report to? Whoever that was, I wanted to speak with them

(3d) I attempted to show Veronica my letter I wrote to Neva and Walter and she disrespectfully responded saying "I don't need to read your letter" and began typing on her keyboard as though she was in communication with someone.

(3f) After a moment of typing, she said that some one named "Jose" who was "Neva's superior" was going to look into the situation. I asked for Jose's last name, and Veronica immediately said "I am going to give you walter's email" and refused to give me any detailed information about "Jose".

(3f) When I advised her that I wanted to get Jose's contact information, not Walters (I already have walters information), she again insisted that she will not give Jose's information and insisted that I talk to "Walter" who was absent from the store. (This made no sense to me)

(3h) As I attempted to get Jose's information, Veronica became very defensive and began shouting at me saying, that now "everyone in the store has heard you" and " there is nothing to do, I don know what you want me to do about it." She continually stood defiantly at the counter and told me I need to "move to let her help another client". I immediately told her to stop shouting at me and talking to me in such a disrespectful manner. This really made the situation worse and more stressful.

(3i) At this point, I called customer service and spoke with Jesse and asked him to get me in touch with an area manager. During that call, Jesse stated that for some reason, the case number given to me in an earlier conversation in November was not being handled properly, so he opened a second case for my situation (case# [protected])

I have been with Spectrum for several years. I have never had an associate shout at me and talk to me in such a disrespectful tone as Veronica. Shouting at customers is practice I hope Spectrum does not condone, especially since, if I was not level headed, the situation could have quickly escalated. I dont think Verionica should be representing Spectrum. To help maintain my personal peace, I will plan to stay away from Veronica and that store location. There appears to be some serious dysfunction at that store location, especially if I went there twice and was disrespected by multiple representatives.

Additionally, I don't have any other outstanding equipment and feel this situation is starting to feel like harassment.

To resolve the problem, I would appreciate an acknowledgment of this letter and information on how you would be rectifying this situation. I look forward to your reply and a resolution to my problem. I will wait seven business days, from today ((11/24/21) before seeking help from a consumer protection agency and/or other assistance. Please contact me at the above email address

Disgusted Customer

We are moving tommorow and wanted to keep our service going up until the last day. We talked to a spectrum rep a few days ago and she advised as long as we canceled our service by midnight 31 July, we would be ok. Well I just talked to a different rep tonight at 9:22 and she explained we missed the cut off deadline by two hours and would be billed for an entire extra month. This does not seem to be in good faith.

I switched to Spectrum a month ago with completed installation on May 9, 2021. At sale point, I was told my monthly bill will be $115.00 per month. Even though I had requested to have DVR, and wanted to keep my line phone number, none of these requested items came through. After installation I discovered a wrong cable Box was sent to me with no DRV. After making corrections, my bill went from $125.00 to $144.00. I called the billing service. The representative I spoke with, told me it was a mistake and that my monthly bill will be $125.00 moving forward. On June 12, 2021 I now receive a bill for $133.06 and I am unable to see detail itemization.
Phone number [protected]. Garland Texas 75040.

https://www.ftc.gov/tips-advice/competition-guidance/guide-antitrust-laws/price-discrimination-robinson-patman
Looks like Spectrum is doing price discrimination with me and others. I got a promotion in the mail which says it is only for new customers. I have been a Spectrum customer for almost 2 years and they say my so-called promotional rate is over the end of this month. My rate will then be substantially above the rates on the promotion and they refused to do anything about it. I have reached out to the NJ Board of Public Utilities and the FTC on this matter.

Spectrum has given no indication they are going to stop their price discrimination. As a result, we cut the cable cord and brought the cable box back to the Spectrum office in Palisades Park, NJ. I told the person waiting on me there I still want to keep Spectrum for the phone and internet for now. He told me my internet service will now go up from $40 a month to $80 a month with my no longer qualifying for discounts I had in writing that are good until 5/1/22. Verizon Fios charges $40.00 a month. The person I spoke with had no name tag and refused to give his name. Here is a photo of him covering his face when I took a picture of him for identification purposes.

Today 04/10/2021 Cable Installer trenched to bury a new cable for my next door neighbor. The trench work was done without calling for marking of underground wires & pipes as required before digging in our neighborhood. After they completed the job. I lost all Telephone, Cable & Internet. I called my cable service to check the issue. They found that Spectrum workers had cut my Fiber Optics cable. They had to dig up the broken cable and replace several feet of cable and make two fiber optic splices to repair my system and restore my service.
I am disappointed with the lack of training of the spectrum workers or contractors responsible for my outage. I can see why Spectrum has such a low rating and happy that I no longer do any business with them.

When I signed on to spectrum I switched from another provider. I made sure I compared apples to apples. I requested all the paid channels I had and was given a price.
However after the first year I was told I could no longer get one of my paid movie channels for the price I was paying. They demanded more money for the additional channel. I complained all the way up and was told there was no further levels to complain to as I had reached the end of the line.
I was told that since Spectrum has no contracts it can and did change what channels are made available under certain packages. They said if I wanted the additional movie channel I now was required to pay additional money.
Beware Spectrum will rope you in with initial programming and then change it on you

Sick and tired of paying $236/mo. for looking at their Discover+ ads on my T. V. screen

Spectrum driver was driving crazy. over speed limit, tailgating, cutting off vehicles. Today July 27 2020. He was traveling south from san Bernardino, California to moreno valley, California on reche canyon road. Entered Reche Canyon at 509pm. I hope you can figure out who it was because he will probably kill someone.

You can call me [protected] for details.

New to the Florida, Upon trying to understand my Billing charges/cycle just "confused" of charges I called Customer Serv. An Rep (Man) By Name Chad Boldly & unprofessionally made a Comment to me."Whats The Matter You Dont like Paying Your Bills?" Absolutely INAPPROPRIATE & unprofessional! Doesnt know me or my situation in life Absolutely Hurtful!

just bought a new house, 6752 Gracely Dr, 45233. there is a big tree in the front yard with big branches weighing down cable line. almost looks like branch is starting to grow around the cable. This looks like a very serious problem that could get some on injured, Or even be snagged by a truck going
by. Could you please send someone to look at this and trim back the branches?
Thank you ~ Bobbi Pace

Well, since the very first comment I saw when I signed on to contact you was asking you to take the show I MISS off. I guess I'm out of luck. BUT I'll go ahead and ask anyway. I enjoyed three shows/FOUR shows that I can no longer watch... Gunsmoke, The Big Valley, Bonanza and The Waltons. Please consider putting them SOMEWHERE in your daily line up!

I was overcharged apparently fromn day 1 with charter I was also advised they can charge any amount and told only new customer's can get the lower rate my bill went from 97.00 monthly to 197 and the service was disconnected due to over charged and unable to pay the larger amount which I attempted to get reduced on several occasions the service has been off since November 2019 and not they tell me I owe over 1000.00 this is unfair business practice and fraud, and regulation violations because I was never givien any disclourse reagrding payment changes to the account.

On December 2 2019@2:37p.m. I came to the Danville service center with my brother in law, who has internet service thru spectrum, and there were 2 employees working one male and one female, name tags were not visible. But there was a line of about 15 people and the female was the only employee doing any work, the extremely large gentleman behind the counter was doing nothing besides telling customers that they would be with them shortly. It makes no sense that this gentleman gets paid God knows what to do nothing other than direct customers to the end of the line. We stood there for almost 20 minutes before being waited on! RIDICULOUS! He very well could have been waiting on customers, thereby getting them out sooner and avoiding this complaint!

Re: Account #[protected]

On May 31, 2019, business (removed) receiving Spectrum/Time Warner Phone & Internet Service was sold and the operations were moved to a new location (removed), effective July 15, 2019. All Spectrum/Time Warner equipment were moved to the new location by the new owner. New owner contacted Spectrum/Time Warner about transferring services but services were not activated at the new location.

Nonetheless, a Spectrum/Time Warner invoice was received at the new [removed] address, with an Invoice Date of 9/1/19. The invoice showed a previous balance of $511.19 and a current $511.03, for a total of $1022.22. New owner stated that he never received the "previous balance" invoice.

I, [name removed] (previous [removed] owner) contacted Spectrum/Time Warner about the situation on 9/13/19 and was told nothing could be done about bill since it showed that service was still active at the [removed] location even though I explained what had transpired. He said that service would be terminated, effective 9/13/19.

New owner received a "Disconnection Notice" on 10/2/19 with a new balance of $1, 534.23. I contacted Spectrum/Time Warner and was told that the 9/13/19 termination had not been processed.

Desired Resolution: Remove the charges from 7/15/19 -on since Spectrum/Time Warner services were not and could not be delivered to the[removed] location after all the Spectrum/Time Warner equipment had been removed from that location.

[name removed]
[protected]@mindspring.com

I had been having signal cutoff, bad picture, poor signal. I called and they sent out a rep to the house, had to stay home and they came in and checked out the house equipment and hook ups. All was good inside. He checked the box on the street and the signal coming into there was the problem, plus we have 17 year old cable run up to the house from the box by the street. He suggested we get that changed too, so he put in a order for it to get done. They did the work on the area boxes and service improved but I am still getting intermittent problems. I called to check the status of the cable replacement and there is no order. He will not send anyone to check out the problem because none shows up on his end right now. A big run around, they do not want to finish the job so I can get a dependable signal to my house. Plus if when I call again it shows up as a bad signal, then I have to stay home again for the repair window, and waste mine and there time sending someone to check the same stuff as before. I have been with this company for 25 to 30 years and have paid them plenty, I ask for decent customer service and equipment. Replace my old cable as offered by the last service rep that came here, unacceptable phone customer service run around.

September 7, 2019

To Whom It May Concern,

This is my response to your message of August 29, 2019.  We were charter customers for Spectrum cell phones.  At that time we were told we had to buy new phones, of which we did not need.  But in order to comply we did buy new phones.  The payment was to be added to our mothly statement which was to be $69.60 monthly.  The cell phone you replied about had been my husband's phone.  He used it ONLY to call & answer calls, he did not know how to do anything else on it & didn't care to learn.  He only did that for 6 months before passing away. Feb. 11, 2019. That cell phone sat on his chair side table always. We purchased a cover to protect it.  It was NEVER anywhere NEAR water or any kind of moisture.  I waited for months for Spectrum to tell me if I should return the phone or what I should do.  If it was late returning it was Spectrum employee fault.  I called several times trying to clear this all up.  I had requested for his name & phone to be removed from my account.  And a removal of the charges for the above from my monthly bill. The letter I recieved Aug 29, 2019 was in error, & I am Very dissappointed in Spectrum for allowing this letter stating definate untrue statements regarding this barely used phone.  I still see his name has not been removed from the account, even though I have called several times asking about it, and getting the runaround about they are still verifying the information regarding Charles, my late husband.  My grief has been intensified by Spectrum, regarding the way this has been handeled, & apparently is still pending. I will seek further administrative personnel to further discuss this matter.
Respectfully, Peggy Resz                     Dunedin, Florida 34698                      Acct# 141779

They have a commercial that a guest rings the door bell. Every time this comes on my dog attacks the front door and barks for 10 minutes. They play the commercial 6 to 8 times per hour. I wish they would change this knowing most dog go crazy when the door bell rings. They need to change the sound of the door bell to a different tone.

Please consider animals when making TV commercials.

I was a customer in good standing with Spectrum for two years. I decided to end my service when my new billing arrived. My billing cycle I've been told started on the 17th of July, I received my bill on the 19th of July. I returned all of my equipment on that day. I asked the Customer Service representative if I should pay the new billing, he said wait for the adjusted billing . My billing for the next month starting on the 17th was for $227.93. I received a final bill for 07/20/2019 through 08/19/2019 for $227.93. I called Customer Service and was told they no longer adjust billing. I am being charged a full month for two days of service. This certainly can't be the way a company expects people to refer business to them. I feel like I've been robbed and when told it was a new procedure, if not paid the amount would go to collections. This company wants to exact funds they're not entitled to, then threaten to destroy your credit standing if you don't comply. I will no longer do business with Spectrum, recommend them to anyone and will research to find out who else Spectrum is involved with and not do business with them as well.

Respectfully,
Kevin A. O'Banyoun
6714 Old Square Drive
Corpus Christi TX 78414

Hi,

We started having issues with our internet going in and out about a year ago. We called, and a technician came out and attempted to fix the problem. But unfortunately our internet continued to go in and out. We put up with it for many months and finally called again.
Once again a technician was sent out...he ran a couple test and said the problem was on the outside line...He ran a new cable line from the pole to the house.

That same day we continued to have the internet drop in and out. Yes we should have called then, but to rule out the possibility that it was our modem or router I decided to wait until we bought a new router and modem and just maybe the problem would go away.

A few months later we bought a new router modem combo and nothing changed.
This is our issue...
Our internet sometimes drops for only a couple minutes and comes back on and sometimes it goes out for hours, but it happens all the time in the amount of 2-10+ times every day.

By now we are getting frustrated and just want this issue fixed.
So I called once again and they are sending a technician to attempt to fix the issue.

Now let me explain what really makes me upset.
After talking to technical support I asked to be transferred to billing.
I've been a customer of cable for over 20 years...I pay my bill in full, early, every month, but I receive partial internet. (my service is for high speed internet only)
I have never asked for a refund or discount in the past but decided this time I was owed something for not getting full service for almost a year.

After talking with billing they said they would give me a $10 credit on my bill...Since I did not call every time the internet went out they have no way of proving my service has been going in and out for all those months.

I don't agree...because every time I did call they could see that my internet had been dropping and knew I was having issues...just this last call the technician said it had gone out 5 times just that day, and the day was only about half over.

Anyhow...a $10 credit for all that I have been putting up with was an absolute insult.
I wanted to say "keep your $10 and cancel my service".

I don't want to leave Time Warner...Please make this right.