Spectrum

Good evening,

I just switched over my mobile services to Spectrum after being an internet customer for 3 years. I was offered a bundle for internet service and mobile service.

I advised the sales representative that I was looking for a service that could accommodate me because I would be away from the states for a couple of months after the recent passing of my mother. I was told that I would be able to use my phone internationally and as long as I am connected to the Wi-Fi, I would not be charged for any roaming charges. Text is free.

I received an email this evening stating that I have over $112.00 in roaming charges while my phone clearly shows it is connected to the Wi-Fi. I immediately contacted and spoke to a representative.

After explaining the situation, I was then told that my phone is not indeed connected to the Wi-Fi. I advised her, 'Ma'am, my phone is literally connected to Wi-Fi.' She stated that my phone can show connected to the Wi-Fi and not actually be connected.

This is where I got extremely confused. Nothing that this representative said began to make sense to me. She stated that if I have multiple apps running in the background, it also adds to data usage. She then went on to state that every time I re-enter the property, I would need to log out of the internet, forget the network, and then sign back in; that I should have also turned off my data when I arrived in Colombia.

After she finished telling me all of these things, she then advised me that it's unfortunate that the sales representative did not provide me with all of this information. None of them knows, and that the charges were valid!

I expressed that this was an unfair business practice. How could I be held responsible when I was not provided with all the information to make an informed decision? That it is the company's responsibility to make sure the customer is educated properly.

I went on to ask to speak to a supervisor named Mary, who went on to reiterate what the previous representative had told me. She then apologized for me not being properly informed but also stated that there was nothing she could do about the charges or to accommodate me.

After being told time after time that I was not properly educated on how to actually use the services properly to protect myself from accruing all these additional fees, I asked for corporate's information for me to file a complaint. I was advised by Mary that she was corporate as she was a supervisor on the escalation team. I advised her that I owned a collection agency for years and knew there should be a phone number or email she could provide. She stated there was not. That she could schedule a callback from someone above her but that's all she could do.

I decided to Google for the information and found this information. I am hoping that someone can help me resolve this problem.

I returned to the spectrum store with the with my phone

Which is not working properly, the phone I took in was insured so what they did was they gave me another phone and told me I would have to pay the balance on the phone that wasn't working Plus whatever it was going to cost for the new phone they never filed an insurance claim on it and when I left I left with the new phone I called 611 and they told me to go back to the store and get my previous phone I went back the next day and they said they no longer had it and I explained to them that 611 said I need to come get that phone back so the gentleman helping me ask another gentleman when do we send the phones out he said on Mondays I told them I brought the phone in on Tuesday and you should have it here and he said no we don't have it we don't know where it's at so I went back and I called 611 and I talked to another gentleman and she said that that was wrong that should have filled out an insurance claim which they did not that they should have returned my phone to me which they did not so the third or fourth day I went back and told them I need that phone back that's the customer they told me that the phone was no longer there did it was shipped out even though they don't ship them out until Monday Ithey seem like they didn't want to help me or didn't know what was going on they wanted to give me another phone which I would have to pay for two phones and I told them never mind I don't want their phones I have had nothing but problems so I had to go out and get a new phone and I went two days with no phone service which can affect my job because I'm on call a lot so anyway I'm done I you know this is not right I'm the consumer the phone was insured they should have filled out an insurance claim like the gentleman at 611 told me and it needs to be done because I will ride a review this is not fair for me because I had auto pay I was never behind on my phone and when I got into spectrum they acted like I was putting them out of their time frame I was so beside myself so and I was getting over with them and as I was leaving the store the lady that they had on the phone I could hear her sing but she got to take this phone this new phone with you and I told them I don't want your new phone you should have filled out an insurance claim My phone was insured I've had that phone for 2 or 3 years and it just could have cost me my job because I'm on call a lot and they had no way to contact me so I am so beside myself this was poor customer service and they should have stood behind their word so maybe you might want to check with the people that are working for spectrum that are selling phones because none of them seem to know really what was going on or what to do about it. I am 69 years old and I'm on a very limited income and if the phone was insured they should at least send it in to find out what was wrong with it which they didn't they didn't do that so you know I am like too old for this and hopefully you can resolve it because I don't want to give my rating on on Pinterest or Reddit or whatever but I will keep this from happening to somebody else and that's about all I have to say about it poor poor customer service very disappointed and I will not do spectrum for my mobile phone service any longer

I am sick of this company. Customer service is not an option with your company.

I was told by a supervisor that she was getting me a reconditioned DVR box. I am a legacy customer and I must say Time Warner was a much more customer friendly company. You charge a fortune for your services but give us customers didly. .a week after talking to the supervisor a tech came to the house and asked for the dvr that was sent to the house.

I have never received a dvr at the house. The tech was here for nothing. He was very friendly. I showed him the screen shots I took of the messages on the new dvr box.

He was baffled. I still have not received a call from that supervisor or received another dvr box.

Whomever designed this box has no idea what to design with a dvr. I am now going to call another vendor for service and encourage my friends and neighbors to do the same.

Long story but I'm not going to let them screw me over! On September 27,2024 I got the idea of bundling my mobile service and my Internet service in one place.

When I talked to customer service the guy who was helping me said that I would have to have the phones I wanted shipped as there were no store in my area that had them. Well I had talked my sister in law into getting Internet and mobile service with them. We went to the store and we were talking about the phones I wanted and the lady in the store informed me that they did have the phones there and for me to step outside to call customer service to let them know that the phones they were going to ship to my home to cancel. Done that, back into the store so then I was told that they were not going to be able to let me get the 2 phones because they had my numbers linked to those phones already.

Well once again I have to call customer service. Standing in the store with customer service on the phone and the lady helping me. At this point I have been in the store almost 8 hours!! Customer service tells the lady helping me to give me 2 temporary numbers til I get home and port my phone numbers over.

Piece of cake right? Well it only got worse!!DO NOT EVER LET ANYONE TALK YOU INTO GETTING THEIR MOBILE SERVICE!!

On october 27, 2024, I upgrade my internet service spped to 1GB as an offer from pectrum. The same day I was offered by the salesman cellular service using Spectrum Mobile.

Ihad to purchase a new cell phone because I gave my granddaughter the one I was using. Salesman assured me have no problem at all in Puerto Rico because they use Claro as a provider. A BIG LIE. Since arrving at the airport in PR 3/11/25, my problem started.

No texting possible and voice calls failed consistently. A Total Fraud just to sell a phone. I had to switch back to T-Mobile and puchased another phone. (3/22/25) Have no problem, NONE.

When I returned home, Orlando, FL 4/9/25, on 4/10/25 I called Spectrum mobile to see what can we do. I still have there phone and a debt of $516.64 and I was willing to get another line from them and add the balance due to pay it in a monthly basis. Customer service was so disrespectful and didn't try to help me at all. Now, they charged me the $516.64 and overdrafted my bank account.

During that period of time, they did not tried to reach me by phone. Sending emails here and there, so unprofessional. Talking to them today, 4/30/25 for 1/2 hours, the only alternative it's to pay the debt. I said yhe contract it's not valid due to not complied Spectrum Mobile.

In order to use Pectrum Mobile in PR I had to activate ROAMING whcih has additional costs, not that they provide the service, they have no way to provide full service by any chance unless you activate roaming and in such a case it also fails consistently. The service contract and the debt should be cancelled due to contarct violations, (SERVICE FRAUD)

No more issues
I was notified on May 10th that my June payment was due
Problem was I had already made payment on May 2nd..for the full amount of 63.94.
They told me that there was no record of this payment. So I then called my bank and was told that there had been a without of that amount that had transferred to pay pal and then sent to spectrum I was totally confused.

I don't use PayPal. The pets at the bank gave me the phone number for PayPal
.I called them and found out that my had indeed been transfered to an ACC for a placemats called Ameritrex solutions.LLC. Never heard of them
But it makes sense to me that whoever took My information that day had something to do with all of this. So I called spectrum several times in the next few hours.

The last period I spoke with was so about my story that I ended up hanging up on her. Well about an hour later I turned my TV on and guess what ? No Internet! Called spectrum AGAIN.

They talked me through a quick fix that did not work
..

they said my modem must be.broken ..They would send someone out on Monday. This was Saturday Off that I had just hung up hung up on someone at spectrum, then my Internet goes out.Just Sayin!
.

I was contacted by a representative of Spectrum and offered a new deal on the last day of the old deal. They were going to reduce my internet cost and give me a new phone, an iPhone 16 Pro Max, which I did not want, and I would use their mobile service.

The out-of-pocket expense was 130 dollars. I stated I did not want the iPhone; I wanted the Z Fold 6, and I had to pay an extra 190 dollars. But the catch was they would only ship me the iPhone, and I was to return it the same day, which I did with a preprinted address label they emailed to me. It was addressed to Spectrum returns in Texas, where the phone came from.

Texas. I waited and waited; no phone came. I also took the lost, stolen, or broken insurance. I called the number I had been given to inquire about a tracker number.

I have the paperwork from UPS as proof I returned it. I was told that I had been scammed and that I had given my phone to someone in Ohio and would be required to pay 1300 for the device. The device sent to me was blacklisted and could not be used anywhere in the world. Now this has to be an employee or past employee because they followed the company process to identify me.

I was told some team would contact me in 3 to 5 days. So I waited some more and nothing. I called customer service, and that lady was helpful and noted I had the insurance and offered to help me file a claim. I'm 66 and on a fixed income; the 399 dollars for the claim was more than I could scrape up at the moment.

I was told a team would contact me in 3 to 5 days. Never happened. After 5 days, I called back and asked for a supervisor. He came on the line, and I told my story again.

He told me someone would be in touch in 3 to 5 days. Never happened. I called and asked to speak to the supervisor's supervisor. He came on the line and said this was a big problem they were having and were taking care of it as fast as possible but could do nothing until they called me.

So once again, I'm waiting. A whole month, over a month, has gone by, and all I've received was a letter telling me my credit score was less than what it should be, so it caused them to offer me less than normal. I did everything they asked me to: paid extra, used their reprinted label, which no one has bothered to look at to return the device I did not want.

They got my 190 dollars, and I don't have a device, but I'm being charged for two lines, and my internet rate has increased. The company has done nothing to help fix this problem.

Just don't buy their service, even if they TRAP you by giving it FREE for a year...

THEY SELL YOUR NUMBER TO MARKETING COMPANIES -

You will get minimum 20-30 SPAM CALLS PER DAY.

I moved from my service, and I regret falling into this trap.

I filed a complaint, they gave me a website, saying "GO to this website and block all numbers one by one". How Senseless.

Who has time to go and type 20-30 times a day to the website and block those SPAM numbers one by one.

SPAM companies will send you SPAM calls from thousands of different numbers every day.

UNLESS THEY DON'T PROVIDE A FREE SPAM BLOCKER like AT&T and other companies do. DON'T BUY THEIR MOBILE SERVICES.

.Internet and mobile deals Internet price increased over four years from $50 - $88/mo (maybe $93 month as one rep told me) When I called to cancel internet 400 service I'm told by Rep 1 "Zee" that if I add three mobile lines price for 500 gb internet is $40 and one free phone line for a year plus two lines for $30/each for two year guarantee. Rep set time for call back to discuss at 11:00am next day.

Never calls back.

I call back on Wednesday morning Rep @ "Scarlett" discuss details and I don't have the time to swap phones etc. she will call me back at 4:00 pm never calls back.

Friday 3/7 I call Spectrum "Daphne" to confirm prices and plans - Ready to transfer service. Daphne cannot tell me what gb speed internet is $40 so she transfers me. I talk to twelve or so different people in multiple departments over 4 hours trying to add three lines of mobile service, while confirming internet speed and price.

WTH!!

You work for Spectrum, can't you tell me what the prices and internet speeds are? Apparently its a secret that only the "internet or Retention people know depending on the combination or bundled services. The mobile department can't answer questions for the internet department and then Customer retention has to be involved then back to "mobile activation" around and around to then be told I need to call back in 24 hours to activate phones.

Oh and don't forget the "activation fees" that are added toward the end of the conversation.

It's not that difficult... every representative should know the plans and details, if not thru training thru a simple Spectrum database.

Customer Service folks are all polite and try to help they are just not suited with the tools "information and ability to do so"

Again over four hours trying to get basic info on internet speed w/ price and adding three mobile lines.

1GB = $40 with one free line for a yr and two mobiles at $30/ea line. Forbid I should try to add another service to bundle, as I did. That throws everybody off!

Four hours later, I'm LIVID but have four miserable hours tied into this cluster to save a few bucks. WTH!

I hate buying cars and now I hate dealing with the cluster of Spectrum customer "service".

Can't wait to call them again to activate service...wonder if I will even have an account tomorrow.

Again it seems the customer service folks are trying and only have available info but different reps tell you different things. Then they transfer you to another agent.

I've been trying to get a hold of the manager but everybody keeps calling me back I can't even make a phone call going out everybody never every time I call nobody has any knowledge everybody just gets my information and that's how my information was exposed the second time they came out they had quoted me the internet for $15 a month without any installation or activation and the lady I spoke with said that the manager she spoke with was supposed to give me the direct number and her name but she I forgot to get it from her so now I need the Internet for school because they're still fixing the Cypress college internet but I need I need it for school and I have a disability and I'm on a budget so is there any way anybody could help me because I hate calling spectrum I never give anybody authority to call me back and everybody's calling me back at the same time I'm like oh my gosh it's been such it's been such a such a problem trying to get in contact with anybody everybody is playing on the phone in his rude I don't understand what what it is that you guys trying to call me for when I never gave you guys permission to call me back I need help with my phone bill because I was quoted something different than what they're billing me and they've done it twice so I believe you guys are going to do a third time because you guys are not even about the business you guys don't have any supervisors you know you guys don't have any supervisors that anybody could talk to you I don't understand that I feel that's illegal your recommendation to Future customers

So, I called Spectrum about my previous issue. I informed Carlos at the call center that I just want proof that my initial payment for June, made on May 22, was paid.

It doesn't reflect anywhere. Despite having a bill printed from May 23 to June 22, it just says $00.00, not paid $144 and $209. It looks like I didn't pay. So, when my bill came out on June 23 to July 22, it reflects a past due amount.

View the previous statement. When I do, it's the May to June statement that states $00.00.

There is nowhere that reflects my May-June payment at all, so it looks like I'm behind and they are billing me again for May to June. They are refusing to show that the payment was applied.

Ok we started mobile service on may 22nd we brought our own phones. 3 lines we paid activation and for first month of service 144.00.

Unlimited plus 39.99 for two lines and the third we paid just ten dollars per a promotion for 1 year. Later that day I decided to get another line and a device for my husband 209 and change.paid device, device taxes and 1st month of service. I was told my first bill would be in July 12th because I already paid June bill when I activated my phones. So I go onto the mobile app.

It should say Im paying July to August bill. But instead it says I would be paying June to July. I was like no no no I already paid June when I activated my service. I call a rep she says she doesnt know why it said June to July.

Said it would sort itself out. So I paid my bill early on July 3rd. It essentially due until July 12. It covered July to August.

Cycles 22 to the 23. I paid 178 and change. Then I the begin of I check the app to see what my August to sept would be due August 15. It said I had a previous balance.

I was like how just how. I call again this time the rep tries to tell me that when I made the 178 payment that was for my June to July Iwe argued for almost an hour. She said they bill a month behind and that is not true. She said I owed 224++ for July to August due August 15thi spoke to a supervisor and they said the same thing .

That day I called 5 time hoping to get a smart rep. And I didnt. I told the last rep I know what its supposed to be. Then I go back into the mobile app and the bill says I now owe 449.99.

Because it was adding my June to July. By this time Im livid and I didnt pay the bill until I spoke to someone who would tell the truth. Finally a rep said I was correct. By this time its August 26 th and my sept to October bill has generated.

I spoke to a rep who said my bill was only 195.99 for sept to October due sept 12th. I paid it sept 25th because the whole website info was wrong. Then a I check the website again and this time it says I owe 385++ on Oct 13.after I called and complained it mysteriously changed. bill comes out saying I owe 198.20 on October 13 th.

I already paid sept to October on sept 25th. My next bill would be due nov 12th. Im like you guys are not telling the truth which prompted me to look into the app more. I purchased my two kids new devices.

One July 11 they despite me having paid the device and taxes already they added it to my July to August bill. My other kiddo I purchased her phone after the billing cycle stopped. But they charged me in the what they say is June to July bill. So I started and paid first months service which covered my June bill.

Payment two July to August 224++, the 3 sept to October 195.99. They added an extra payment. One the website it doesnt show accurate billing details. There is no way to see my payments.

I asked for a paper bill and was told they dont send paper bills for mobile. I cant see posted payments. So only had the service since may 22. Paid June already.

July to August second payment 178.99. August to sept 224 second payment and sept to Oct 195.99 third payment. October is not finished and they want a 5th payment. Other things are happening also the way they grouped our line wa s39.99 39.99 and 10 say 89.99 the separately list my husband at 29.99.

I wanted decrease my bill so I changed to the unlimited for me and one of my daughters from the 39.99 plan. They still group me and my daughters together. 30+ 30+ 10 but it still says that equals 89.99 then my husband is separate 30. This 30 dollar plan doesnt include international roaming but someone keeps turning this feature on and now I have international charges too I havent traveled and I have been by any boarder towns.

I alway charge turned off. This past Sunday I had 10 text after I turned my phone on at 6:13 pm saying I made changes to my account and international was turned back on.They have employees or someone is hacking. Ive called no less than 30 times. No one will help.

Omg I found what they did they billed me for may and jun again. So they sent the statement saying I owed 178 dollars for june to July then in the August statement they list I 449. Because I had a previous balance of 178.

I paid it early how???then they have a bill for may to June but I already paid that when I started service. This means every agent lied to me and they are committing fraud!!!