Business Profile

Cable TVs

Charter Spectrum

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

15,139 total complaints in the last 3 years.
5,038 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:04/24/2025
Type:Sales and Advertising 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.
Every day I receive one or two solicitation emails from SPECTRUM. I have called them and they tell me there is no way they can stop them. At least twice a week, sometimes more, I receive letters addressed to occupant at my address. When I speak to a SPECTRUM customer service they tell me there is no way to stop these letters either. I can't believe there is no way to stop these extremely annoying emails and letters. I was a previous SPECTRUM customers and their service was the worst I have ever experienced. I have no interest in ever doing business with SPECTRUM again and I don't want to receive any of their letters or emails.
Customer Answer
Date: 04/24/2025
Within a few minutes after you sent the complaint to Charter Spectrum they placed a phone call to me. I spoke with woman named Rita from their headquarters, She assured me that both the emails and letters would be stopped permanently. She explained that it could take up to sixty days for this to occur but that after that time all letters and emails would stop. She provided me with her phone number in case I ever needed any other assistance. I consider the problem resolved.
Initial Complaint
Date:04/24/2025
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.
In January 2025, we switched internet services. The day before our next Spectrum billing date, I called customer service to cancel. I spoke to a very rude person who told me he wouldn't let me cancel. He informed me I didn't know what I was doing and hung up on me. A couple days later my husband spoke to them and was told the same thing. After a half hour of arguing, he was allowed to cancel and we were told there would be no monthly charge as we had attempted previously. Now we are being told we owe $75 without a statement of charges and no ability to access the account. I want this charge cancelled as they are the ones that caused the charge in the first place. Their customer service is reprehensible in the way they treat customers.
Business Response
Date: 04/28/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter’s records reflect that a Charter representative spoke with Ms. ********* and explained the charges in question have been removed from her account. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.

A Charter representative contacted Ms. ********* on April 25, 2025, and discussed the above information. The representative provided Charter’s direct contact information to Ms. ********* for future reference.

Regards,
Corporate Escalations
Charter Communications
Business Response
Date: 04/28/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter’s records reflect that a Charter representative spoke with Ms. ********* and explained the charges in question have been removed from her account. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.

A Charter representative contacted Ms. ********* on April 25, 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: 04/28/2025

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,

***** *********
Customer Answer
Date: 04/28/2025

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:04/24/2025
Type:Product 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 am a Spectrum Mobile customer with an active device protection plan through ********. My phone broke, and I filed a claim expecting a replacement device, as stated in the protection plan coverage. However, I was informed by both ******** representatives and supervisors that no "comparable" device was available. Instead of providing a replacement, I was told I would need to purchase a new phone out of pocket and then possibly be reimbursed—something I cannot afford. This defeats the purpose of paying for a protection plan that should cover the cost of replacing a damaged device. Despite multiple calls and speaking with supervisors, I have been offered no viable solution. I am now stuck without a phone and still paying for both service and device protection that aren’t fulfilling their obligation. I am requesting that ******** either: Provide a replacement device of equal value and performance as the original phone, OR Pay for the replacement device directly, rather than requiring me to pay upfront, OR Fully refund all device protection plan payments I’ve made, since I am being denied the promised service.
Business Response
Date: 04/29/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

Charter records reflect a Charter representative spoke with Ms. ****** regarding a Spectrum Mobile device with a protection plan through ********. Ms. ****** was informed the Mobile Device Payment Plan has been written off, so she is able to obtain a new Mobile device. Ms. ****** was satisfied with the resolution and had no further concerns regarding the matter.

A Charter representative contacted Ms. ****** on April 25, 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: 04/29/2025

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:04/21/2025
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.
spectrum was asked to turn off my service on february 17 and they didn't turn it off until march 13th. they said that the statement was generated february 14 and they don't prorate the services for the state of ****. they told me i was paid up until march 13th. they are billing me a full month of services that they won't prorate. then when i asked about it they get snarky and keep changing their stories on why i have to pay for the whole month. they once said it was because i didn't return equipment until march 13th but i didn't have any of their equipment ( i used my own router) then it was because they won't prorate. then they said it was because i was paid in full until march 13th. this shows it was only to get another month out of me.
Business Response
Date: 04/25/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** *********** **** ******* ***********

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 23, 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: 04/25/2025
The conversation started out that i owed the bill per their guidelines but since i had been a customer for 20 years they would do a one time adjustment of the fee. I told him since the conversation was being recorded i wanted it to go on record it was unfair of how they wont prorate for my state but they do have agreements with other states and i would lobby for something to be done about it. I used the service 3 days and would gladly pay for the 3 days but 30 days was unfair. They said they have had other complaints about it and maybe down the line it would be looked into and possibly changed . In all fairness i just wanted my bill prorated and i told him i never knew or remembered something from 20 yrs ago. We talked about the way his other team members talked to me and he said they would be addressed accordingly but i wouldn’t know the outcome. But in the end they did adjust my bill and that is the resolution I wanted . But truthfully how many elderly people dont speak up for themselves. As far as my case is concerned i did agree for them to answer back to the BBB it was resolved. But i did speak up that they as a company needed to do BETTER.
I believe if you hadnt contacted them on my behalf they would unfairly turned me over to collections.
thank you *** ***********
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.
Subject: Billing Discrepancy – Agreed Promotional Rate Not Honored Several years ago, I filed a complaint regarding poor customer service I received when attempting to reduce my Spectrum internet bill. My concerns included repeated call transfers, upselling attempts, and rude interactions. Following that complaint, I was contacted by a corporate manager who acknowledged the issue and, as a courtesy, offered me a discounted monthly internet rate of $39.99 through 4/6/2027. She specifically stated that this rate would remain unchanged until that expiration date. Despite this agreement, the rate increased to $41.24 without explanation and has now risen to $56.24. A review of my statement shows conflicting expiration dates for "Spectrum Internet" and "Spectrum Internet Ultra"—listed as 4/6/2026 and 4/6/2027 respectively. I was never informed of these being separate services, nor was it part of the original agreement. The rate and the discount structure have changed over time in a way that does not reflect the terms provided to me. The billing statements dated 4/7/2024 and 4/7/25 show: Spectrum Internet service cost increased from $84.99 to $88.00 Promotional discount changed from deducting $45.00 to deducting $33.01 This resulted in a monthly charge of $41.24 and now $56.24, well above the agreed rate of $39.99. This discrepancy has persisted for many months, and my bill has never been properly adjusted to reflect the promised rate. The manager explicitly offered the $39.99/month rate until 4/6/2027 as a result of the investigation into the customer service I initially received. I am requesting that Spectrum honor the original agreement and adjust all past and future billing accordingly. Attached are two billing statements supporting this complaint.
Business Response
Date: 04/25/2025
***** *** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********
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 24, 2025, to acknowledge her pricing concerns. The representative went over the details of *** *******’s billing and explained the different promotions that she has. The representative also reviewed the statements with *** ******* and showed her where to find the dates her promotions would expire.

A Charter representative contacted *** ******* on April 24, 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: 04/25/2025

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:04/21/2025
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 currently have active mobile lines with Spectrum and previously transferred three others to a different carrier. The issue is that Spectrum continues to combine the service charges for my active lines with the remaining device balances from the transferred lines—all on a single bill. I have requested separate billing so I can pay for the devices independently from the mobile service I still use. Spectrum has refused to do this and also declined to provide written confirmation of their refusal. I believe this is unfair billing practice and violates the consumer's right to transparent and accurate billing. I have already submitted a complaint to the *** and am requesting that Spectrum be required to offer a fair resolution. I would like Spectrum to provide a separate bill for my remaining device balances, independent from the service charges for my active lines.
Business Response
Date: 04/22/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter records indicate a representative spoke with *** ******* advising that she can see details for each device on the statement; however, a separate bill for the devices cannot be provided.

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
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:Product 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.
This company billed me from my bank account and refuses to refund my bank account. The customer service reps have told me 4 different things and now they are retaliating by wanting to mail me a prepaid credit card. THIS IS A SCAM!!! They did not even confirm my mailing address. I need this money, I just moved and they are refusing to refund in a timely manner. I DO NOT USE MAIL, DO NOT MAIL ME A PREPAID CREDIT CARD
Business Response
Date: 04/26/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******** **** ******* ***********

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

Charter's records reflect that a Charter representative spoke with *** ******** and reviewed the billing on his account. *** ******** has confirmed that he has received a paper check, and his concerns have been addressed. *** ******** can reach out to Charter directly with any additional concerns.

A Charter representative contacted *** ******** on April 24, 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: 04/28/2025

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. Although they never mailed me a check, they electronically refunded me. Check out the email which confirms.

Sincerely,

**** ********
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.
In October 2023 I signed up for a Spectrum 2-year internet plan for $49.99 a month, which was the total I have been billed until Oct. 2024. In October of 2024, my bill started going up, starting with $56.99 in Oct and Nov., then to $59.99 in Dec. to date. They advertise $49.99 for 2 years, then change the deal halfway through. I simply want Spectrum to honor the 2-year agreement.
Business Response
Date: 04/29/2025
***** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******** **** ******* ***********

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

Charter records indicate a representative spoke with *** ******** explaining Charter does not offer a price lock and reviewed his current savings. *** ******** was also made aware there was a statement notifcation advising him of a companywide increase for Wi-Fi. *** ******** was informed that his previous rate is unable to be reapplied and was provided options to lower his monthly rate.

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: 04/29/2025

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:04/21/2025
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,

** *****

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Charter Spectrum is NOT a BBB Accredited Business.