Complaint Review: Charter Spectrum Business

I have had nothing but frustration from Chater Spectrum Business after closing my account back in January 2017. I called to request a box to return one modem in and received it a few days later. I received two padded envelopes for some reason instead of a box. I took one of the large padded envelopes, put the modem and power cord inside, and dropped it in the mail per the instructions. It was an ERS Equipment Recovery Services pre-paid envelope.

Now, ever since that month in January, I get a bill for unreturned equipment. I've called multiple times and the rep tells me they will take care of it and they never do. I recently found out I had a credit of $31 on my account and they are refusing to give it to me as they said I never returned their equipment.

Customers beware, make sure you take photos of the bag and tracking # they give you. Do not just drop it in the mail like I did. I feel so stupid now because I don't have the tracking #. Charter told me they do not keep a file of the tracking #s they send out with the bags, but if they show unreceived equipment on their end, then the customer gets the bill. Period.

So, here I am, over 8 months later getting bills for a piece of equipment I returned and not getting my account credit. Needless to say, I'm pissed. Multiple calls to Charter doesn't help. I told them that the post office lost the parcel or it is in some warehouse somewhere and didn't get logged in. They basically said, too bad, we aren't giving you your money back and you owe us for the equipment.

This isn't right to blame the customer and refuse owed refunds because their system messed up or the post office lost it. They have officially lost a long time customer all due to a $40 modem that they said they could not just issue a credit for on good faith.

It was my fault I didn't note the tracking # on the bag. It was a mistake I will Never do again. At least it wasn't a DVR or something that got lost in the mail or in their warehouse because Charter apparently doesn't give a crap about keeping customers or even giving them the benefit of the doubt.