Spectrum Store — Local services in Town of Lockport

Be VERY CAREFUL WITH SPECTRUM / CHARTER. They WILL STEAL THOUSANDS FROM YOUR BANK ACCT AND YOU WILL BE OFFERED ZERO ASSISTANCE GETTING ANY OF YOUR MONEY BACK!! THEY USE AUTOPAY AS A WEAPON.

Went into the store to upgrade to new phone. A week later I got a phone thru FedEx. Never activated it because the CSR added it as a new line instead of an upgrade. I sent it back new/unused to Charter via FedEx.

In two weeks time they billed (and charged) my card for taxes three times, ($108 x 3) charged me phone upgrade fees ($120) Charged activation fees ($60) charged me for the payoff of the old phone ($266) Charged me $329.00 for opening the box the new phone came in, and a $50 restock fee, then since I never activated the phone felt the need to charge me the full price of $1200.00 for the phone (apparently they do that if not activated in 7 days) and don't forget since it was added as a second line, now the bill tripled with extra fees and mandatory charges...an additional $45 per month for 2 lines and additional $50 per month for the new phone.

In 2 weeks time Spectrum/Charter STOLE $2200 from me, wiped out my bank debit card and my credit card.

Keep in mind they never had authorization to charge my card, and in fact THEY charged the autopay method I had on my cable since I had cancelled and disputed the original payment method.

This is the same company who claim they cannot even SEE the other accounts and cannot charge your cable/internet plans.

Once I cancelled the card after hundreds of dollars of charges came on it for B.S. issues that Spectrum created, by adding a line and not upgrading, they then went into my internet cable account and charged THAT CARD.

Contacting people for help with the billing issues is akin to self flagellation. You will get no where, out of 16-17 customer service reps in 16 days and 33 hours on the phone in total - not one single person knew who to contact, and each and every one said they couldn't do anything but submit it to an "escalation team". Said Escalation team would look into it and contact you within 24 to 48 hours. 11 different customer service from sales to tech support to phone CSR'S all claimed to have escalated the issue and I would hear from someone in 24 to 48 hours. It's been exactly 4 weeks and not one single rep has ever called me.

Not one call.

Meanwhile, they emptied (and overdrew) my checking account, wiped out the limit on my credit card, and only when I contacted the BBB and disputed it with the card company did anyone even bother to contact me. And still have yet to offer a refund or any compensation at all for a phone that was never activated (and that I no longer have - it's in their possession) and they generated June's phone bill today (a month after returning phone and declining the line) and they BILLED ME YET AGAIN FOR A NEW LINE AND NEW PHONE I DONT EVEN HAVE!! Another $100+...

In order to assure they didn't end up shutting my phone number of 14 years off over this fiasco I had to go to another cellular co and quickly port over my longtime number so as not to lose it. Which effectively killed my service and account with Charter / Spectrum immediately. You'd think that would stop the overcharges.

Au contraire!

And the moment I did that - you guessed it, they then charged me for 2 phones (one is paid off - one I don't even have) and termination fees,remainder of agreement fees and costs.

This is the dirtiest most uncaring messed up company I've ever dealt with.

Interestingly, if you look at their Google and other reviews I see I'm FAR FROM ALONE BEING OVER BILLED, literally thousands of complaints.

Be very careful and make sure you only use a disposable or refillable debit card with these people. They effectively made me unable to pay any bills this month, food, insurance etc...they literally pinged until limits and then took what they could get.

Worst part is they could care less.

You will spend hours on the phone, sometimes explaining the entire fiasco to 2 - 3 - 4 or more different people during...

Went in today to get 2 new phones and transfer 1 line. After a young man Michael Towns (who was about to go to lunch, But helped us before he stepped out) helped us. We not only got the phones but decided to switch our cable and internet as well. He was GREAT. Went above and beyond to help us. We went to all major phone companies in the surrounding area and this was by far the best deal for us. Because we looked for the best value, this was a 2 day process for us so I know it took a little extra time, again Michael Towns was really, really great and helped us understand all of our options. If you go in and get him you for sure will experience great customer service. I do have to say I watched the other reps with other people coming in and they all did a great job too. Super friendly and informed staff. Thanks again Micheal! (I did not know this guy until today, this is a honest review after receiving great service) *Bonus for our family- it was only $5 a phone for insurance! Other places were way more. Totally worth...

The one single isolated person working all alone in solitude with no help on a Saturday morning when most people are off and, in theory, they would be the busiest, was nice enough to break away from the people with whom he was busy, to inform me that as I was only returning equipment I could take it to the ups store to have it shipped back to spectrum, instead of waiting for three hours as he got these peoples phones up and running. So I appreciated that he found time to help me despite being overwhelmed by customers, but I feel that he should have not been alone. You should definitely have at least two people working on a Saturday morning if not three, given that there was a line of people waiting to be helped. Maybe crack your wallet open, there, spectrum and pay a second person to help out. It’s not like spectrum is a struggling business just barely getting by and can only afford to pay one person to...