ALBANY, N.Y. (NEWS10) – Several Spectrum customers are up in arms after they claim their monthly bills have increased.
When Spectrum’s parent company, Charter Communications, bought out Time Warner Cable last year to form the nation’s second largest cable provider, both companies agreed to a laundry list of conditions, including warning customers of any upcoming changes in services offered or rates.
Sue Tillman is a Spectrum customer living in Guilderland. Her monthly payment is roughly $152, but beginning in May, her payment will change.
“I think it’s just going to be frustrating that another company that we work with has gone up in price,” she said.
Tillman was told by Spectrum she will have to pay $25 extra once her promotional pricing package ends next month.
“The only thing they could offer would be at least $25 more, and they also told me they no longer offer the same kind of packages that they now have tier programs kind of like Fios does,” she said.
NEWS10 ABC reached out to Specturm to find out why Tillman and others are going to see an increase. In a statement, they said: “The customers’ promotional pricing expired and reverted to the regular price. It happens literally every day.”
Specturm also added that customers are made aware of when their promotional package would end the moment they sign up for the service. But Tillman said she was never told that.
“In fact, every time there’s an increase of any kind of tax, any kind of surcharge, they’ve never communicated that,” she said. “I’ve contacted them, and they don’t really have an answer for that.”
NEWS10 also reached out to the Better Business Bureau who said they have received complaints from Spectrum customers about their bills. BBB e-mailed NEWS10 and said: “We do receive complaints about billing issues, which is not uncommon in this industry. Charter Spectrum makes a good faith effort to resolve those complaints.”
Attorney General Eric Schneiderman’s office also let customers know they should reach out to them if they feel they’re not satisfied.
“I find that we lose connections quite a bit and that also it slows down randomly during different times of the day or night,” Tillman said.
Spectrum also said customers are given notice when their promotional package will expire. They said they believe customers will find Spectrum to be a better value and competitively priced.
A Charter Communications spokesman issued a statement, by email, saying when those promotional rates expire, customers can change to a new Spectrum package—which he contends would be a better bargain–or stick with their old Time Warner Cable package, at the regular rate.
If you are still not satisfied, you can file a complaint with the state Public Service Commission at 1-800-342-3377.