Complaint Review: Charter Spectrum

On February 23^rd, I called the Charter Spectrum customer service number to get a quote as a new customer for new service.

The person I talked to gave me a good offer $54.98 for home phone and Internet. He said my Internet speed would be 4.0 (THIS WAS A LIE)I said “I heard that I can keep my same number” and he said “You will have your same number as soon as your new service is installed” (THIS WAS A LIE))

I also said that I don’t want to pay for installation and he said “No problem. I am going to give you the credit for that.” (THIS WAS A LIE)

I said “I don’t want to pay for set up either” and he said “There is no set up fee.” (THIS WAS A LIE)

I realized that the deal I was getting was too good to be true so I called Charter Spectrum customer service. We realized that I was not being set up for wireless so we added that service. I told that girl that the first man said I would not be charged a setup fee and she said that I was being charged a setup fee. Then she said she would take that fee off (THIS DID NOT HAPPEN)

A week later, on March 1^st, the equipment was installed. The service man said “Here is your new number” and I said “No. My old number is being ported over.” He said “I don’t know anything about that.” So I tried my phone and it had not been ported. I called Charter Spectrum customer service and she said “I see that you ordered service in a store.” And I said that I didn’t know what he was talking about. I used the number from the Charter Spectrum website. Then he said “You must have got that number off of a flyer or something” And I repeated that I got the number from the Charter Spectrum website. Then she told me that my number would be ported within 24 hours (THIS DID NOT HAPPEN)

I called the next day and was told AGAIN: “I see that you ordered service in a store.” And I said that I didn’t know what he was talking about. I used the number from the Charter Spectrum website.” Then he said “I don’t know what happened. This port order was not done correctly. I will submit this today” (THIS DID NOT HAPPEN)

I tried using Charter Spectrum CHAT on line so that I could make a copy of what was said (and I have the copy)I told  “Kandice F” that I was promised Internet speed of 4.0 but I am only getting 2.5 and she started to double talk me. I gave up and said that my phone number had not been ported over like I was promised and “Kandice F” said I needed to “contact our service delivery department” and gave me this number: 1-855-455-7506 and then she hung up on me.

I tried the number 1-855-455-7506 and it was for vacation sales company. I tried again, thinking I had dialed wrong and then I found out that Kandice F did this deliberately. I know this because the Charter Spectrum customer service CHAT people do not have a number for the service delivery department.

I tried again with Charter Spectrum customer service CHAT and got “Brandon H”.  He said he could not help me and he said he does not have a number for the service delivery department. He gave me the number for Charter Spectrum customer service: 1-855-757-7328.

Then I looked at my bill on line. I was being charged for installation and set up! I called Charter Spectrum customer service and she said that no one is allowed to offer free installation! So now they are refusing to take responsibility for their employees actions. I guess the employee can just promise you anything to get your business and then Charter Spectrum customer service just says “Too bad. They aren’t authorized to promise you that.”

I waited two more days and called Charter Spectrum customer service. I was told that the port order was still not completed correctly and that I would have to call and order a porting. I said that this was not my job to do. After much arguing, he said he would do the port order and it would take effect in 2 days (THIS WAS A LIE)

I called Charter Spectrum customer service again and was told AGAIN that the port order was still not completed correctly. I said that I did not want that same answer. I said that I wanted something done. The phone call lasted a very long time and I was placed on hold a very long time. Then he came back on the line and said that “AT&T said it would be March 9^th” when my number was ported.

Today is March 9^th and my number is not ported so I called Charter Spectrum customer service. He told me the port order was cancelled and it was my fault for cancelling AT&T before the port was done. No one ever said to not cancel my AT&T (or I would not have done it. Charter Spectrum customer service also said that I could not have the number unless I called AT&T and signed up for AT&T again, got my number back, requested that the number be ported to Charter Spectrum, and then re-cancel the AT&T.

I called AT&T customer service and I was told that they (AT&T) never received a port request (from Charter Spectrum) and it is NEVER the customer’s fault if a port is not done, and a port-over never takes more than 24 hours.