Ana Maria Frost sent a message to Thomas M. Rutledge Chief Executive Officer and President of Charter Communications, Inc. Email Address that said:
I refuse to pay a late fee when your staff failed to credit my Nov. and Dec. payments, made on time, and they can stop blaming me for their failure to credit the account properly. I do not wish to remain with Spectrum and you can spend more than the “late” fee you are charging me to replace me as a customer. I also think that you are spending a great percentage of capital on TV advertising. ENOUGH. What you get is a viewer that becomes hostile to the company for being bombarded with so much advertising, especially those who are already using your service and have experience that it is not so good.
I have been a costumer of, Bright House first, and now Spectrum, since 2008. I am requesting your intervention to clear a misunderstanding with your billing department. You can review your records to see that my payments have never been late. In November 2017, with visitors from out-of-town for Thanksgiving, I overlooked mailing my payment early on the week of November 20 before the post office and other businesses closed for the holiday. Realizing that my payment was not going to arrive by mail by the due date of November 30, on Monday, November 27, 2017, I called Spectrum to make my payment of $80.07 over the telephone; I provided a Chase checking account number and deducted this amount from my checking balance. The next billing, due December 30, showed previous payment of $80.07 as received.
I then made the December payment of $78.80 by mailing a check as I have done for 10 years.
I have now received the January billing for $226.88, showing the November payment of $80.07 and the December of $78.80 as OUTSTANDING in addition to a $25 late fee charge---when my payments were made and received by you on time.
Calling Spectrum has not resolved the issue and thus I am requesting your intervention. Reputable companies immediately remove a fee (not to mention an unjust fee) to keep a satisfied customer but not Spectrum. Your staff is not appropriately trained and they talk over me and fight me, an elderly woman with a terminal disease who does everything in my power to spend as little as possible within my means and to pay all bills on time as I have always done since I was assistant to CEOs in SP 500 companies during my working career.
