To Whom It May Concern:
I am writing about Spectrum’s deceptive notification practices and failure to continue paid-for subscriptions through the end of their billing cycle. I spoke with several Spectrum representatives on September 16th and October 18th and have not received a satisfactory explanation or recompense. I am asking for a remedy of $75.12 to reflect services paid for but not rendered.
In short, Spectrum: • Provided minimal notification of their change in refund policy, including failing to inform me on the day I called to move service address on my service • Prematurely turned off all services I paid for through October 14th, no internet was accessible because Spectrum chose to not provide services • Required that I return equipment, paid for through October 14, prior to October 18th to avoid a late fee
Background
On November 16, 2022, I called Spectrum to change my service address for my services. I was informed that Spectrum was unable to provide me services to the location I was moving to. The customer service rep closed my account as they were unable to move services to my new address. It was never mentioned that, because spectrum wouldn’t be able to provide the service they claimed to be able to, I would be charged a full month even with their lack of execution on our service agreement.
Upon getting a bill for no services being provided to me, I was informed that Spectrum was now a “subscription service”, and that I was not discount on fees expected, even tho Spectrum was unable to provide me services. I spoke with three customer service representative via phone on October 18th. All confirmed that I was not eligible for any prorated amount from when they turned off services for not being able to supply internet. On October 18th I spoke with customer service management who would pass my arguments on to Spectrum upper management. I have not heard back.
Minimal Notification of Policy Change Is Anti-Customer
Spectrum did NOT notify me of their prorate policy when they proceeded to close my account due to their incapability of providing me services. I do not have a copy of the call; Spectrum would have one available and I grant release of that recording to you, if desired.
In short, Spectrum did the bare minimum to notify me and other customers of their policy change to no prorated services, even in their failure to supply goods to their customer per a service agreement. And when I called to cancel my service, I was not reminded of the altered refund policy. By inadequately informing customers that accounts cancelled before the bill date are not entitled to a pro - rated refund of services, Spectrum appears to be prioritizing revenue over fairness. The irony is that Spectrum employees spent, at minimum, 4 total person-hours explaining this policy to me after the fact. Couldn’t they have been more efficient by sending an email beforehand?
Premature Cancellation of Paid-For Streaming Services
The Spectrum customer service manager informed me that Spectrum cable is now akin to Netflix, where service is pre-paid through the end of the billing period and customers are not entitled to a refund. However, with Netflix, a customer can continue to access pre-paid services through the end of their bill cycle. This is not the case with Spectrum. Even though I have been charged for services through October 14, 2022, Spectrum terminated all access to authenticated streaming/internet services soon after I called to change address and instead had my account canceled by spectrum.
Spectrum carries BeIN Sports, which provides coverage of La Liga soccer. I had previously watched games on my phone by authenticating to my Spectrum account. In late september and early october I tried to log in to watch a game and was denied. I also lost access, on September 16th, to any access to information about my account.
Spectrum should not be allowed to have it both ways. They cannot claim that they are a subscription service and then turn off access to services that are paid for through the end of the billing cycle. Because Spectrum terminated my streaming access before October 14, I believe I should not be fiscally held responsible for services that Spectrum could not provided and they actively closed where services were already provided.
I am asking for a refund of $75.12, equivalent to the amount of time that Spectrum was unable and unwilling to provide me services. Spectrum turned off streaming access on September 16, 2022.
I believe the Texas Department of Commerce should encourage Spectrum to more clearly inform customers of their revised refund policy. While I respect Spectrum’s right to make a profit, they should not be rewarded for hiding a significant policy change from their customers. At minimum, any attempt by a customer to cancel should trigger a reminder to the customer that they are not entitled to a refund of fees, based on Spectrum’s “subscription policy”.
Spectrum should also allow customers to continue access to streaming services through the end of their bill cycle. The customer has paid for access; they should be able to stream until the end of the bill cycle.
Thank you for your consideration in this matter.
