Charter Spectrum complaints

Consumer alleges your company did not refund her full amount paid for a phone she did not owed. Customer had the Anytime trade in program. he sons phone got water damage therefore they went ahead and replaced it. Spectrum provided with shipping label and shipped phone back. In October your company tried charging hr account twice for $841. The service was disconnected several times for this problem. Your company had confirmed that he phone was received but the service was always being disconnected. Customer finally paid $644.36 about six months ago, to get her account working and waited for a promised refund to no avail. Finally she was given a credit of $323.14 keeping two months of service without authorization. She has been penalized ever since this started almost a year ago, the service was cut off 10 times and she has been dealing with promises of a refund for a phone you confirmed was received. Consumer wants your company to address this inconvenience, she never owed this money, she was inconvenienced for almost a year and at this point wants a full refund $644.36. Resolution Sought Consumer wants your company to address this inconvenience, she never owed this money, she was inconvenienced for almost a year and at this point wants a full refund $644.36.

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On Tuesday at 10AM this week, following a thunderstorm, our internet went out. Spectrum told us it was an outage in our area and that internet would be restored at 2PM. When the internet did not come back at 2PM, we called spectrum and they said the soonest they could send someone out was between 9AM -'10AM the next day. This is almost a full 24 hours without internet access. My husband and I work from home and we have two small children and this loss of internet was a major disturbance for us as we rely on internet to do our jobs. The next day, the tech came out and found the issue and ran a temporary line outside over the grass. He said that the following day (Thursday), someone would come out and bury the line. When they came out to bury the line, we lost internet again resulting in additional disruption to our work and home life. The internet was restored until today at 8:30 AM when it has gone out again. Spectrum, rather than paying urgent attention to this matter which it seems they did not fix correctly from the beginning, now says the soonest they can get someone out is tomorrow between 7AM -8AM. This represents almost another full 24 hours without internet access and another full day of disruption to my family and children. When speaking with customer service, the supervisor advised that we "would not understand" what they have to do and there was nothing she could do to get anyone out sooner. Resolution Sought I want Spectrum to call any of the reps they have working today and ask if they have sooner availability from a job which wrapped up quicker than the appointment time, to come out to our home. I would also like Spectrum to fully diagnose and correctly and fully fix whatever issues there are in order to have stable internet service.

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