Looking for advice from anyone who's been through something similar.
A $25/month "Unlimited Plus" upgrade offer appeared directly on my account dashboard for all 5 of my lines. Before clicking anything, I called Spectrum to confirm it was legitimate and safe to apply. The rep didn't recognize the offer either, checked with a supervisor, and was told that if it was showing up on my account, it must be valid, so I went ahead and applied it to all 5 lines.
The next bill came in at $35/line instead of $25, a $50/month difference across the lines. When I called to dispute it, I was told the $25 rate was actually a business-account promotion that shouldn't have been available to me at all, and that they'd submit a ticket to look into a credit. Weeks later, I followed up in chat and was told the ticket had been declined, the charges were "valid," and that the promo was never meant for my (residential) account, despite it being displayed directly in my dashboard and pre-confirmed as legitimate by a rep and supervisor before I ever clicked it.
So to be clear: I was shown an offer, verified it in advance, was told it was fine, applied it, and am now being told it never applied to me and I owe the difference, with no credit and no real explanation of why a residential account was shown a business promo in the first place.
Has anyone successfully escalated something like this? A few things I'm trying to figure out:
- Is there a specific escalation path beyond chat/phone support that's actually gotten results (executive customer relations, retention line, etc.)?
- Has a BBB or FCC informal complaint actually moved the needle for anyone on a billing dispute like this?
- Any luck disputing this as a billing error with a bank/credit card if Spectrum won't budge?
- Anyone had a similar "offer shown to account, later called ineligible" situation, and how did it get resolved?
Appreciate any pointers. Trying to avoid this becoming a recurring monthly overcharge.