Important Customer Rights & Policies

Billing

Bill Disputes

You must notify us within 30 days of your billing date of any billing discrepancies.  You may chat on line or call 1-888- 438-2427 to dispute charges.

To file a written dispute, mail to:

Charter Communications
Attention: CCA
941 Charter Commons Drive
Town and Country, MO 63017

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Bill Payment and Adjustment

Your bill with only current charges is due within 21 days of delivery; any past-due balance is due immediately. Your payment is considered past-due if not received by the date specified on the bill. A late fee of up to1.5%* will be assessed to any unpaid past-due balance each month.**

A returned payment fee of up to $25.00 will be assessed for any returned check or declined credit or electronic payment. Additional charges may apply if further collection activity is required.

You may have your monthly amount due automatically deducted from a checking, savings, or credit card account. To sign up for this service click here. You can also click here to find the closest payment center near you. For further assistance please contact us.

You have the right to your continued local telecommunications package as long as long as full payment for that local service is timely made.

*In North Carolina, the late fee of 1% will be assessed to any unpaid past-due balance each month.

**In Massachusetts, the late fee will be applied once per late balance.

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Credit Assessment and Deposit Information

A credit assessment may be required to establish service. If required, you will be asked for the necessary information or provided with alternatives if available. The result of the assessment process determines whether more information and/or an advance payment and/or COD (Collect on Delivery) are required. If an advance payment/COD is required, the amount is typically equal to the normal cost of installation plus the cost of one month of service.

If the results of a credit assessment indicate that an advance payment or COD is required, the finding is based on your social security number being associated with a joint credit history, and you disagree with that finding you will be provided with the number to the reporting agency so you may attempt to resolve the matter. At this time, Charter Phone does not require a deposit to establish or maintain telephone service.

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Deferred Payment Plans

If you are unable to pay the total charges on your bill, you may enter into a payment arrangement. So long as the terms of the payment arrangement remain met, your service will not be disconnected. Typically, you may have between one and three billing cycles to pay the past-due balance; however, in addition to the deferred amount, you must also pay all current charges each month.

In some areas, once you agree to a payment arrangement plan, you may receive the terms in writing and must sign and return the agreement for it to remain valid and avoid disconnection. Whether verbal or in writing, if you do not meet the agreed payment arrangements at any time during the deferment, your service may be disconnected. To exercise your right to request payment arrangements, call our Customer Care Center toll-free at 1-888-438-2427.

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Restoration of Service

In order to have service restored, any outstanding balance must be paid. There is a charge to have service restored. If service is not restored within 30 days of disconnection, the restoration may be considered a new connection and subject to credit assessment. Other conditions may apply. Please call our Customer Care Center toll-free at 1-888-438-2427 to arrange for the restoration of service.

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Suspension/Disconnection of Service

Upon advance written notice, Charter Telephone can suspend/disconnect your local telecommunication package and services for any of the following reasons:

• Failure to pay for Telephone services or to make payment arrangements before the date of disconnection indicated on the disconnect notice
• Failure to comply with the terms of a payment arrangement plan

Charter can suspend/disconnect the local telephone package and services without notice for any of the following reasons:

• Service is installed, connected or reconnected without authority
• Where there is evidence or suspect of tampering with Charter’s equipment
• Theft of service
• Any other efforts to defraud Charter
• Abuse, threats or harassment of Charter’s employees, agents and/or contractors

Non-payment of an amount under dispute will not be subject to suspension/disconnection until the resolution of the dispute if the amount is then deemed due.

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General Information

Cramming - Charges on Your Charter Phone Bill

Cramming refers to the addition of charges for unauthorized services to a consumer's phone bill.  If you have questions concerning your phone charges please contact us at 1-888-438-2427.

For additional information on Cramming please refer to your Welcome Kit. 

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Customer Privacy and Customer Proprietary Network Information (CPNI)

Charter is committed to respecting our customers’ personal and account information, including their telephone records, in accordance with all applicable requirements and because it is the right thing to do.  Because of our commitment to protecting your privacy, there will be some instances when only the named account holder, i.e., the person(s) named on the account, can perform certain actions, such as:

• Only named account holders can add additional individuals as authorized users on the account.
• The named account holder can establish up to four additional authorized users on their account.
• Only named account holders and designated authorized users are able to make service changes to an account.

The Customer Privacy and Customer Proprietary Network Information can be found at the bottom of every page on Charter.com under the section entitled "Your Privacy Rights".

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Slamming - Selecting a Telecommunications Carrier

Slamming is the illegal practice of changing a customer's telephone service provider for local service, local toll, Iong distance, or International service without their consent. Whether the change was intentional or inadvertent, changing a customer’s provider without their consent is Slamming. 

You can prevent slamming by requesting a preferred carrier freeze from your local telephone company. With a freeze in place, you must give formal consent to list the freeze before your phone service can be changed. A freeze may apply to local service, local toll service, and/or long-distance service. Your state agency can give you more information about freezes and your right as a customer.

For additional information on Slamming please refer to your welcome kit.

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Special Services and Assistance

If you, or someone you care for, has a physical disability, please contact our Customer Center toll-free at 1-888-438-2427 so that special actions needed to inform you of your rights and/or provide services may be discussed.

Hearing and speech impaired individuals with a text telephone (TTY) may access the Telecommunications Relay Service (TRS) to place calls by dialing 711 from your home telephone.

Some states offer telephone assistance programs for consumers who meet specific requirements.  To determine if any of these programs are available in your state and information on how to apply please chat on line or call customer service at 1-888-438-2427.

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Telephone Solicitation

All consumer’s have the right to have their home or mobile phone number added to the national do-not-call registry by calling 1-888-382-1222 (or TTY, call-1-866-290-4236) or by going to www.donotcall.gov.  Registering for the national do-not-call list will reduce the number of unwanted telemarketing calls that you receive.  You may continue to receive non-telemarketing calls and telemarketing calls from those groups, organizations and persons that are exempt under applicable laws, such business with which you have an existing relationship.

Some states continue to maintain their own no call list; in Louisiana call 1-877-676-0773, in Massachusetts’ call 1-866-231-2255 or go to www.govone.com/man, in North Carolina call 1-888-382-1222 or go to www.nocallsnc.com, and in Tennessee call 1-877-TRA-7030 or go to www.tn.gov/tra/donotcall/nocall.htm to get added to these state-specific lists.  New York residents should be aware of their rights under the General Business Laws §§ 399-p, 399-z and 399-pp, and under the Personal Property Law Article 10-B.  Washington residents should be aware that solicitors are required to identify themselves and say their purpose within the first 30-seconds, you have the right to ask to be removed from the particular solicitor’s calling list, and that the Washington attorney general is authorized to enforce state law.

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Filing a Complaint

To file a complaint with Charter by telephone call our Customer Care Center at 1-888-438-2427.

To file a complaint with Charter in writing, mail to:

Charter Communications
Attention: CCA
941 Charter Commons Drive
Town and Country, MO 63017

To file a complaint with your state agency, refer to the State Agency Contact List for the telephone number and mailing address. The agency list is located at the bottom of this page.

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State Agency Contact List

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