@CharterNewsroom – Thomas Rutledge – I am writing this email to express my frustration with a policy that allows a

Fernando Plazola sent a message to Thomas Rutledge that said:

I am writing this email to express my frustration with a policy that allows a Spectrum customer to be billed for services they have no access to, and to demand that my bill for $245.05 be prorated to pay for the 3 days of service that I actually received.

It is unconscionable to believe that your customer services representatives would not inform a customer seeking to disconnect their services that they would be liable for the whole month even though the customer was on day 2 of his billing cycle. By the 3rd day of my billing cycle I had turned in all Spectrum equipment.

On the evening of November 15th and morning of the 16th, I was on the phone with customer service representatives. I was also at the Spectrum offices later that same day to return the equipment. Not once did anyone bother to inform me that I would be responsible for the entire month’s bill even though I was on day 3 of the billing cycle.

On Thursday, November 21st, I called the Spectrum Customer Service line to get a final balance of my bill only to be told that I would have to all the way to December 12th. I tried to speak with a supervisor but was told that no supervisor was available and that they would call me back the next day. I was told by the customer service representative that she had no information about your corporate offices or anyone else that I could contact to address my concern.

If I have to pay until December 12th then I should be entitled to receive the service until then. Why won’t Spectrum reissue the equipment so that I can use it until the end of my billing cycle? It is unfair and I cannot afford it. I stopped my service because my Spectrum bill went from $197.33 to $245.05 in one month.

There has to be someone who actually has the power to correct this unfairness. If the supervisor cannot or will not, then can you please direct me to someone that can help? Thank you.

Fernando Plazola

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