Common Complaints Against Charter Spectrum

Are you frustrated that Spectrum keeps raising your rates without telling you?  Do you review your bills every month wondering what new charge you are going to see?   Have you tried calling customer service to resolve your problem without any success? For many Spectrum customers, these scenarios sound a little too familiar.

If you are unhappy with the service you receive from Spectrum, you are not alone.  The Better Business Bureau (BBB) has listed an alert on their website about the high volume of complaints that they receive about Spectrum, which is the brand name that Charter Communication uses to sell their internet, cable, and phone services.  Over the past three years, Spectrum has had 14,483 complaints filed against them with the BBB.  Many of these grievances stem from their recent merger with Time Warner and Charter Communications.

Top complaints against Spectrum

1. Overbilling
2. Poor service
3. Misleading advertisements

If you feel like you are getting nowhere when you try to resolve your billing dispute with Spectrum, FairShake may be able to help you.  We help Spectrum customers to take effective action when they can’t fix their problems with customer service. Take a look at our other consumer guides to find similar issues with other telecom companies.

Overbilling

One of the top complaints that customers lodge against Spectrum is being billing for cancelled or disconnected services.  Spectrum continues to bill customers through the end of their billing cycle – even if they’ve cancelled or disconnected their service.  They will not prorate a customer’s bill.

Billed after cancelling account, and then it was sent to debt collection. Messed with my credit!

Anonymous Complaint

Other common customer grievances include:

1. Being quoted one promotional rate and charged something different
2. Failing to cancel services when a customer asks for it
3. Not telling customers about fees, taxes, or other costs when they upgrade their services

Poor service

Customers routinely complain about the poor service they receive from Spectrum.  Some of the most common issues are:

1. Continued problems with internet, cable, or phone service cutting out or not working properly
2. Customer service representatives that give out incorrect or incomplete information that causes a customer to be billed for more than what they agreed to
3. Long wait times or getting disconnected when calling customer service or technical support

@Ask_Spectrum so Spectrum raises rates and now my internet is out…. I don’t see the added value.

— Dbhjed (@dbhjed) November 11, 2019

Misleading advertising

Customers complain that they receive Spectrum mailers with special promotional rates.  But when they review their first bill, they see that they are charged a different amount.

There are similar complaints when customers receive a sales call from Spectrum.  They are offered one rate, yet charged another. When they contact customer service for help, customers are told that they received misinformation and the rate can’t be adjusted.

Customers have complained about being charged for faster internet speeds than what they actually receive. A recent lawsuit filed by the State of New York found that Spectrum failed to provide “fast and reliable internet service as it promised.”  As a result, Charter has agreed to pay $62.5 million in qualifying customers in the New York area.

If you are a Spectrum customer and haven’t been able to resolve your billing or service problem, we may be able to help.  FairShake works with you to help you successfully resolve your complaints with Spectrum.