Spectrum: Difference between revisions
Adds recorded instance of a Spectrum debt collection threat |
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Unlike many competitors, Spectrum does not offer a ''[[Click-to-cancel]]'' option, forcing customers to call a representative, a process often designed to retain subscribers through prolonged retention efforts.<ref>https://www.spectrum.net/support/account-and-billing/change-or-cancel-service</ref> | Unlike many competitors, Spectrum does not offer a ''[[Click-to-cancel]]'' option, forcing customers to call a representative, a process often designed to retain subscribers through prolonged retention efforts.<ref>https://www.spectrum.net/support/account-and-billing/change-or-cancel-service</ref> | ||
Customers report being subjected to lengthy hold times and aggressive retention tactics when attempting to cancel. Users have reported gaslighting along the lines of "we could have offered you a better deal if you had called us." | Customers report being subjected to lengthy hold times and aggressive retention tactics when attempting to cancel. Users have reported gaslighting along the lines of "we could have offered you a better deal if you had called us." Users have also reported over 30 minutes of unnecessary questioning during the cancelation process, pretending there are issues with the account preventing cancellation, pretending there are connection issues with the call when the connection quality is perfectly fine, forcing the user to listen to many alternative "offers" in order to cancel, and attempting to end the cancellation process by constantly asking if the call is still connected in an attempt to justify hanging up during the lengthy process. | ||
Once cancellation occurs Spectrum uses return of equipment as another opportunity to retain the customer, especially if equipment is returned to a Spectrum location. | Once cancellation occurs Spectrum uses return of equipment as another opportunity to retain the customer, especially if equipment is returned to a Spectrum location. | ||
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Some consumers report being pursued for debts they do not owe, with ''Spectrum'' sending unpaid bills to third-party collection agencies such as ''Amsher Collection Services'' and ''The CBE Group''.<ref name=":0" /> | Some consumers report being pursued for debts they do not owe, with ''Spectrum'' sending unpaid bills to third-party collection agencies such as ''Amsher Collection Services'' and ''The CBE Group''.<ref name=":0" /> | ||
Spectrum has | Spectrum has sent letters to former customers threatening to reduce their credit score unless they renew service. This is done in the name of debt reconciliation, but the debt may be incorrect.<ref>{{Cite web |last=Lazarus |first=David |date=2021-10-12 |title=Renew with us or your credit score suffers, Spectrum warns - Los Angeles Times |url=https://www.latimes.com/business/story/2021-10-12/column-spectrum-billing-threat |url-status=live |archive-url=https://web.archive.org/web/20241208041514/https://www.latimes.com/business/story/2021-10-12/column-spectrum-billing-threat |archive-date=2024-12-08 |access-date=2025-08-21 |website=Los Angeles Times}}</ref> | ||
''The Fair Debt Collection Practices Act'' (FDCPA) mandates that collectors provide debt validation, yet Spectrum customers have reported receiving threats of legal action and adverse credit reporting without proper verification. | ''The Fair Debt Collection Practices Act'' (FDCPA) mandates that collectors provide debt validation, yet Spectrum customers have reported receiving threats of legal action and adverse credit reporting without proper verification. | ||
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Some customers allege that Spectrum intentionally stopped sending paper bills to force them into automatic payments, leading to late fees. | Some customers allege that Spectrum intentionally stopped sending paper bills to force them into automatic payments, leading to late fees. | ||
Customers have also alleged that Spectrum will implement random price increases and charge customers' accounts without authorization. When confronted about the issue, Spectrum will claim that they provided a notice in an obscure page on their website that the end user is unlikely to ever visit. | |||
===Lack of transparency in pricing=== | ===Lack of transparency in pricing=== | ||