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Charter/Spectrum Will No Longer Pro-Rate Your Bill When You Cancel Services

Phillip Dampier May 6, 2019 Charter Spectrum, Consumer News 71 Comments

Charter Spectrum will soon charge you for a full month of service, even if you downgrade or cancel in the middle of a billing cycle, ending a decades-old practice of issuing a partial month credit for dropped services you no longer want or need.

Tucked into customers’ May billing statements, Charter Spectrum announced it intends to stop giving partial refunds for service effective June 23, 2019:

The financial benefit to Charter Spectrum is substantial, because customers will be forced to pay for a full month of service even if they cancel during the first week of a new billing cycle. The cable industry has been gradually shifting away from issuing partial month credits after other telecom companies, notably Windstream and wireless operators, moved to “full month billing – no refunds for partial month” billing.

Cablevision/Optimum was among the first cable companies to stop issuing credits for disconnects that occur before the billing cycle ends. It led to a 2017 class action case against Cablevision, now owned by Altice USA, filed by an ex-customer. A 2018 ruling dismissed the class action case, compelling the plaintiff to use mandatory arbitration, required of all new subscribers. The final disposition of the case is unknown. Charter Spectrum maintains a similar clause in its own terms and conditions.

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D Barrett
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D Barrett

I just got snookered by DTVs similar policy! Will never go back to them, ever. A day after cancelling and signing up with Sputum, a Directv guy called and left message and asked if it would make a difference if they lowered my $135 bill for a low end crappy “select”package (not even Espn!) by $60. He called back and I said heck yeah it would have made a difference. I asked and asked Asian cystomer svc if they had any alternatives. No! But here’s another trick Sputum tries to do. I got a buyout deal for $160 from Sputum.… Read more »

D Barrett
Guest
D Barrett

Sorry, tried to review and edit typos or unclear language, but youll get the gist of it.

J. Thomas
Guest
J. Thomas

Spectrum not prorating for services not used……….sounds illegal. Come to my restaurant and if I charge you for a full plate but give you a half portion……you’ll accept that? Do I smell a class action lawsuit in the making?

Donna Kurz
Guest
Donna Kurz

Yes anyone want to join?

eileen
Guest
eileen

They are doing this to us. And we still have them as a provider. We only changed the person paying the bill to my son’s name. We wanted new equipment, and a lower package from Gold to Silver. We called on the 3rd of August. And because the equipment wouldn’t come till Monday we kept it on till then. However they actually turned it off on the 4th. The day the bill was generated. So now they want us to pay both bills from both accounts for the same household but two different accounts. I am beyond angry. This is… Read more »

Reva Mays
Guest
Reva Mays

I totally agree. They did the same thing to me for the month of October 2019. I cancelled services on October 4, and they said I owe them for the entire month of October plus November 1st and 2nd. How in the world can this be legal!

Dawn
Guest
Dawn

What is their billing cycle? Is it different for everyone? I canceled October 30th, it was the soonest I could turn in equipment, actually stopped using the 29th. They told me billing was from October 14th to November 13th and I owed the whole month. They just sent the bill on the 13th and it was due the next day?. I think they are just getting an extra full month out of me. I can’t trust them.

Jane
Guest
Jane

I agree. My billing cycle is from October 25 thru November 24 and I canceled on the 12 of October they say I owe for the full month how’s that possible

C. Givens
Guest
C. Givens

YES!!!

Brenda Currier
Guest
Brenda Currier

This literally just happened to me! I’m being charged 75 dollars for THREE DAYS of service!!! I want in on any lawsuit!!! Why am I paying for service I am not receiving?!

Patricia Choban
Guest
Patricia Choban

Returned equipment and cancelled service july 3 because house being renovated and not livable for a year, still being billed for full month. Will not be using spectrum when I return to my home

Barb
Guest
Barb

I similarly called to cancel my internet on June 6th. The guy at Spectrum tried to convince me not to cancel. I said, “Do I have to have a reason in order for you to cancel my services?” He kept on with his pitch…had me hold. Came back on the line offering to drop the cost of my internet to $50 a month. I said to cancel it. Well, Charter Spectrum didn’t do what I asked. Then, I get a bill in the mail with past due charges!! I made another call to Greg on July 10th asking him why… Read more »

N
Guest
N

I too have recently been through the similar outcome, July 2019, with Spectrum and its shady and unethical business practices. I am in my mid 40’s and due to a recent sickness, I was unable to pay my bill by the due date; but I was in hopes of receiving monies to cover the monthly payment in time before they’d suspend my service, it didn’t come through soon enough. So on July 5th/6th, Spectrum suspended my internet service (I dropped their cable a couple months earlier for being overpriced). I have been a Spectrum customer for years now, with prejudice,… Read more »

Becky
Guest
Becky

They stop billing you when you are soft disconnected. Yes at the end of the billing cycle. You are soft disconnected if you are 60 days over due..that’s 2 billing cycles. They are just looking for the money from the services you used. If you knew you couldn’t pay the bill why wouldn’t you cancel before a non pay disconnect happened? Instead you are complaining about having to pay for services you recieved and didn’t pay for. Also did you ever reach out to have your internet looked at? Equipment/lines?

Willie
Guest
Willie

I plan on cancelling my Spectrum service as soon as my local telco begins to offer fiber in my area.
My suggestion for anyone planning to do this is to go to a local Spectrum store and cancel in person. Drop off any Spectrum equipment and get a receipt! I realize it’s a hassle, but you’re inviting trouble by cancelling over the phone.

Robin
Guest
Robin

Yep, I cancelled internet service July 1st. They still billed me 65.99 from June 27th to July 27th.
This is absolutely unethical, robbery, and complete horse sh*t. How are these companies able to do this?
Looking forward to the massive lawsuit on this one.

JODI COLVIN
Guest
JODI COLVIN

Cancelled Sept 4 and charged for full month cable and Internet. Close to $170. Mad as heck!!!

Trish Johnson
Guest
Trish Johnson

Same thing here. Turned box in September 13 and was billed from September 10 through October 9.

joe
Guest
joe

same thing here. Is there a class action lawsuit yet??

Tom
Guest
Tom

Yeah — my dumb luck – cancelled spectrum during the week of June 20th and apparently fell into this new trap. (Got hit with full month bill although my cancellation occurred on 3rd day of new billing cycle.) Just not gonna pay it…let them chase me. Or just send me the pro-rated bill like any ethical company would do… Adios Spectrum!!!

Susan
Guest
Susan

Got hit with the full month bill even though canx on 14 July. I called and was told this is there policy. So they are collecting money for no services. I sent a complaint to the FTC, and I will follow up two a email to my congress rep. Spectrum is a corrupt, and this is criminal. Send a email to your congress rep and to the FTC.

Luis Sosa
Guest
Luis Sosa

any updates. im going through this right now.

Bill
Guest
Bill

Received new rate increased bill on July 4, called them right away to cancel service. I was told I still need to pay the full price for July 4 to August 3, even I didn’t use for a day. I waited until August 3rd and called them again to cancel, got a lot of BS as usual and finally got the service canceled. I sent the equipment through UPS on the same day, still get a bill a few days later. I’ll not pay that damn bill.

Dawn
Guest
Dawn

It seems their billing start date is day before you cancel.

Tammy
Guest
Tammy

I am livid, this is the same thing that just happened to me. I have never in my life had this happen where I am going to be charged for service I am not even using. I was not aware of this change, so I am not paying it until they prorate it like they should. I used to like Spectrum and now I am so pissed I will not go back to them ever again.

Dawn
Guest
Dawn

I bet as soon as you canceled you could not log into your spectrum acct, even though you were still paying? This happened to me. Paying, but acct officially closed.

Keith hudson
Guest
Keith hudson

Military move. Place we are moving to Spectrum does not service area. I turned my Equipment at the Store August 1st . Was charged For August. So paying for services I’m not using. They said that was s valid charge. I understand that . Rep did not inform me I would be charged for the month while I was there. Poor Business practices. Put themselves in the customer shoes.

Jennifer
Guest
Jennifer

My bill went up too, was having WiFi problems ( imagine that ) had to get on laptop Instead of my phone to try to fix it. Which still isn’t working right, (my husband takes care of the spectrum bill I never look at them) I do all the other bills.Anyway there was a extra charge on there for a (the ) idk spectrum app? Which neither of us ordered , I’m going to call just seen this yesterday , did anyone else get charged for that , and from what I’ve read so far it’s a Android thing and… Read more »

Louis
Guest

Yeah, Spectrum pulled the same scam on me too. After yet another rate increase, I decided to cancel my service. After I told the rep repeatedly I was NOT interested in ANY offers to keep me with them, She took on an “icy” tone. So I asked what would the prorated amount would be so I could pay it immediately I was informed that I had to pay the entire bill, that as of June they stopped doing that. I was stunned. I told the rep right there that I was glad I was getting rid of Spectrum and it’s… Read more »

Jodi
Guest
Jodi

File a compliant with FTC. FTC Negative Option rule

https://consumercomplaints.fcc.gov/hc/en-us?return_to=%2Fhc%2Frequests

Rachael
Guest
Rachael

I don’t know how petitions work, but I started one to get Spectrum to start providing a prorated final bill again. Charging people for service they did not provide is THIEVERY. http://chng.it/tb6V7b2h

El
Guest
El

I just found out about spectrum no longer prorate they want 113.00 dollars for 2 days of service

K
Guest
K

Done. Complained on FCC, FTC and BBB and will be contacting the attorney generals office for my state

El
Guest
El

You also can file complaint with attorney general office north carolina

Kim
Guest
Kim

Any responses from the agencies and attorney general yet?

Cheryl Gerald
Guest
Cheryl Gerald

Just like everyone else – I called on July 16, 2019 to have my phone line cancelled because it wasn’t used…AT ALL!! I was told that due to Bundling, my bill would be HIGHER if I cancelled JUST THE PHONE!! WHHHAAAAT???!! So I told the guy to “..just cancel the whole account, then!!” I was immediately sent to the cancelling department. I ended up speaking to a female that should NEVER have a customer service job! Very cold, never asked me any questions, NEVER mentioned that as of June 23, 2019, that Spectrum would not be prorating service for customers… Read more »

Aaron
Guest
Aaron

Same story as everyone else. I cancelled day 7 into a 30 day cycle. Customer service is useless. Hopefully complaining to AG office helps.

Marvin Davis
Guest
Marvin Davis

I disconnected my Spectrum service on August 31, 2019, but did not call and cancel service until September 8, which was the 1st day of new service period. No one said anything when I canceled then get a bill in mail for $467 for service period 9/8-10/7 plus equipment not returned. I returned epuipment on 9/12 but paying for full month. Never dealing with Spectrum again … they have no respect for this senior citizen or their customers. I had to reboot modem and router so many times during the year and experienced a lot of buffering … good riddance.… Read more »

Sherri
Guest
Sherri

How would it be legal to charge for services not rendered? I’m taking this to the BBB for state of Texas. Never have I ever heard of lawful right to collect monies for services not rendered.

Ana Hand
Guest
Ana Hand

Received 2 phone calls and a letter from Spectrum asking for 64.00 for late payment. I cancel Spectrum internet I have been paying one month ahead for years! Now they told me they bill per month. I still paid on time. Waiting for lawsuit.

Kevin Lindahl
Guest
Kevin Lindahl

Unfortunately, this is apparently common throughout the industry. If ANYONE has a link or other resource for a class action or other course of action I’d appreciate it. Frontier is charging me over $250 for service I didn’t receive because of this policy.

LA User
Guest
LA User

They just admitted something very interesting to me. It is not in their internal policy to inform users as they are canceling that their cancelation policy has changed and that they will still be charged through the end of their billing cycle.

M Abbott
Guest
M Abbott

Unbelievable. I just called Spectrum to cancel my cable and home phone and was advised they no longer pro-rate. So even though today is the 4th of the month and I want to cancel now, I have to pay up until the 28th! I’m so angry right now! How can this be legal?? I’m basically going to give them $200 for NOTHING! They will never get my business again!

Amelie H.
Guest
Amelie H.

My retired mother (on fixed income) switched to Spectrum 2 years ago when a direct sales rep showed up at her door. She switched because Dish wasn’t working during rain/snow storms, and she was tired of the irregularity of service. She was lured into a “bundle” that started at $89.95/month, or around $115/month with taxes/fees. A lot, but doable. After 1 year, she was paying $146/month. Untenable for someone on a fixed income, but she didn’t tell me about it, and they wouldn’t work with her, even after she called them numerous times to ask if she could switch to… Read more »

Racheal Bencs
Guest
Racheal Bencs

I just spent two hours on hold, was transferred 4 times during the call just to ask them to cancel my services. First of all, my wifi was suppose to be 100 mbps and we were typically getting 9 to 15 mbps. We never liked cable and was incredibly happy to find out that Direct TV has an option to switch over to wifi when there is bad weather. We switch over and then I called Spectrum to cancel. After sitting on hold for a half hour each time before being transferred to a new person because it was the… Read more »

Sherri
Guest
Sherri

Spectrum raised my rates as of 9/26/19 and we received 2 letters advising of the price change dated 9/5/19 that we physically received them 2 weeks ago. One advised our bill would be $189.45 and the other advised it would be $195.45 and the real bill came in at $196.91. We called to discuss these changes as the bill was raised $40 per month. They offered to take $6 off of the bill but that was the most that they could do unless we moved our mobile phone to them also then they could talk to us more. We advised… Read more »

Tom
Guest
Tom

That is very bad business..cancelled my cable tv 2 days in of the billing cycle and told me I would have to pay for the services for the entire month. That is not acceptable..paying an extra $130.00 for no service? Come on now

WHE
Guest
WHE

Just an FYI. A few days ago, I downgraded my Internet service from ultra to standard and they pro-rated my bill. Maybe I got lucky, but I suspect they still pro-rate for downgrades.

Mimi Faillace
Guest
Mimi Faillace

My billing cycle is from the 1st to the 30th. I had went in on the 2nd and ask to downgrade the cable part so they did. so in the meantime I had no idea I still was being charged for the whole month of the original package service. I’m glad I seen this post I feel like I’m in the same boat. So compared to some of the other complaints I see I feel like I’m in a better boat😄 I am paying for services that we were not even getting so I told them to switch it back… Read more »

Jim Kelly
Guest
Jim Kelly

This must be illegal. I will not pay for service not received. Dispute the charge on the credit card and so be it.

Bill
Guest
Bill

Have you gone through with the dispute? What was the outcome? Thinking about doing it myself to be done with the absolute hassle that is Spectrum

Donna Kurz
Guest
Donna Kurz

We need to file class action law suit

Jeff T.
Guest
Jeff T.

Just happened to me as well. I cancelled TV only, kept internet and phone. I called the day the new cycle started and was told I was fine, just return the equipment. I did that and low and behold they charge me the full price. I called and was confronted with the rudest person ever. The FCC should do,their job and stop this corruption. Try You Tube TV, I switched and am extremely pleased. If this goes to a class action, I’m in.

Bambi
Guest
Bambi

I just got off the phone with Spectrum and I cannot believe that they can steal money this way for unused service. WTF?!! I am going to contact our local news station for a “story” — this is so unethical and unprofessional – the rep said lots of companies are doing it now? Really, I have not experience a one until this day. I am still in awe…..

Miranda
Guest
Miranda

SPECTRUM aka Time Warner aka Xfinity-NOT TRUSTWORTHY Overcharge Customers at end of bill for days you don’t use the service. 1st FUTURE BILLING on service dates is a trap so after you get the service they can change the rules on you. They will only tell you about the change in a message on your bill because they know customers don’t look at bills since most have paperless billing. If your billing cycle is 9-16-19 & 10-17-19 and you cancel your service on 10-20-19. They will not prorate the 3 days they are now making their customers pay for the… Read more »

Ron Krause
Guest

Just canceled and was told the same, so I am supposed to pay approximately $156.00 for 4 days. Spectrum says “No Contract” I will be disputing.

PHILIP CANDURA
Guest
PHILIP CANDURA

so how can I cancel ppv and cinemax and how can I reapply after the series games are played

philip CANDURA
Guest
philip CANDURA

CAN ANYONE HELP ME LOWER MY CABLE BILL SO I CAN STILL WATCH WORLD SERIES AND PPV

Reva Mays
Guest
Reva Mays

Same thing happened to me in October 2019. I cancelled my tv and telephone service on 10/4. The new billing cycle began on 10/3. Spectrum billed me for the full month of October! When I called and cancelled these services, Spectrum did not tell me that I would have to pay for the services for the entire month. — I called billing on 11/6/19 and talked to a Billing Supervisor who said they had notified customers in either May or June 2019 billings. (Interesting that they encourage customers to AutoPay, so we don’t even see the invoices unless we go… Read more »

Reva Mays
Guest
Reva Mays

I encourage everyone to file complaints about Spectrum’s practice with the Federal Bureau of Consumer Protection at https://www.ftc.gov/about-ftc/bureaus-offices/bureau-consumer-protection It was very easy to file the complaint and they require Spectrum to contact the consumer and try to resolve the issue and report back to Bureau Consumer Protection within 30 days. I filed my complaint with the Bureau of Consumer Protection on Wednesday, November 6th, and Spectrum’s “Case Manager” called me today to discuss my complaint, which Spectrum received from the Bureau of Consumer Protection. Supposedly Spectrum will call me Monday Nov. 11th and tell me what, if anything, they are… Read more »

Lou
Guest
Lou

cancelled my service back in october on the 16 due to no service from any of the included equipment an never getting either my phone or internet working never getting the posted speeds then get bill in november for full month of october AND november!!!! when i called they told me they never closed out my service due to it being “stuck” flipped out and they reversed all the charges for the double charges and rest of the bill once i said that i was going to take them to court for the poor service

Ray
Guest
Ray

Didn’t see the fine print in May’s bill, and I never agreed to this when I selected their svcs. I was just charged $69.99 by Spectrum for 9 days of Internet svc after switching providers! SMH Need a CAL for the $$ they are blatantly stealing from us. And where is the BBB on this issue?

Yvette
Guest
Yvette

I just called to cancel, as we’ve gone with a new provider and I was told the same thing!! She stated my billing cycle ends on 12/12 and they’re a “monthly subscription service” like Netflix, so they don’t prorate. It’s 11/20, it isn’t even December yet!! How do you charge someone for services they don’t even have??!! I bet you I’ll be fighting that!!

Jhill
Guest
Jhill

Here is a new wrinkle that I believe shows their intent to defraud. My service date was for past 3.5 years from the last day of the month to the next to last day of the next month. So I took my equipment in on Oct 30, 2019. Ask and paid next month bill for $80. Receive paper bill (first ever) on Nov 21 for past due as current month at $140 plus late charge. Called and said my service date was changed in April of this year and that the began a new policy of not prorating last month… Read more »

C. James
Guest
C. James

Cancelled 2 days into the billing cycle and was charged $236.

D. S.
Guest
D. S.

This is bull***t. My parents (88 and 93) moved to assisted living. Cancelled 1 week into the month, and has to pay the full month. This should be illegal. This is a public utility. That’s not serving the public very well.

S.Vogel
Guest
S.Vogel

Spectrum did the same to me. Does anyone know if they still pro rate starting services ?

Rob Green
Guest
Rob Green

No they don’t

Bill
Guest
Bill

Filed complaints with the BBC and FCC. One rep. from Spectrum I spoke with said the same thing you all have “In May we sent out a letter explaining the billing”, yadda yadda. If I did this with my small business, I’d be out of a job. Of course Spectrum said they don’t pro-rate the bills, I replied and said well I’m not paying for a service I didn’t use. Still owe $49.99 for one month of 30 mb internet which rarely tested above 20mb. Anyone know the legal ramifications? Like if they try and send this to collections, what… Read more »

Chrys
Guest
Chrys

I will NEVER use or recommend Spectrum again! Shady and unethical practice of charging for services never received when terminating service. It is wrong and this company is making money on their recent change for billing. We were customers for many years and were charged a full month of billing for one day of service when we moved. We called to cancel services two months ahead and were never told that we would be charged for an entire month by using one day of service!!!

Cristian
Guest
Cristian

Can some one plz tell me if i paid for new spectrum services i paid $181 ,3 days later they canceled my installation and said i was gonna get a refund but 3 days after that THEY SAID THEY ARE KEEPING MY MONEY FOR AND OLD DEBT THAT I DONT EVEN REMEMBER, CAN THEY DO THAT ,THEY DONT WANT TO GIVE ME A REFUND ,who do i call?

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