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Cancelled TV service 3 times and still being charged

michaelh48
michaelh48 Posts: 1 Rookie
in Managing and Using your Spectrum Account

Apologies if this is the wrong category, but I posted this on the Spectrum subreddit and was directed to crosspost it here.

Making this post on behalf of my grandpa. For context, we've been
customers with Spectrum for 16 years on the phone/internet service, and
recently (like 2 months ago), he decided to give the TV service a try
and decided he didn't like it. He called within about 3 days of trying
it, cancelled, returned the Xumo boxes, and then was sent an email
saying we would be charged for the TV service. He called about it again,
and was told it would be cancelled. Next month, once again receives an
email and is told he'd be charged for it again.

He was ready to cancel service entirely, but gave them one more
shot. I sat in on the call, and he was told that the TV service would be
cancelled, and he would only be charged $55 for Phone/Internet for the
next month's bill. I was present and heard them say this. But, lo and
behold, today he received another email stating he would be charged $176
for TV/Internet/Phone. He's about to fully cancel the entire service,
and I would really rather he didn't because we really don't have any
comparable internet service available where we live. Is there anything
else we can do besides just continuing to call and request cancellation?

He called customer service again today, and was informed that the service was indeed cancelled, but he would still need to pay for the TV service this month. Is there any way we can confirm this THIS time it truly is cancelled and we aren't just going to be charged again in July?

Comments

  • Jilliana_M
    Jilliana_M Posts: 286 ✅ Verified Employee Moderator

    Good evening @Michaelh48,

    Thank you for reaching out and bringing this to our attention. We completely understand your frustration and would like to help. Based on the information provided during the registration process, I was successfully able to access an account, however I am not quite sure it is your grandfathers. To confirm, in most cases any attempts to add or remove service, while in an active billing cycle (mid month) will always be result in a full payment for that billing month. Would I be able to send you a direct message to gather more info and confirm the information you are requesting? Please know that information can only be provided to the account holder and an authorized user.

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