Account and Billing FAQs

What is Identity Theft and how do I protect myself?

Identity theft occurs when someone uses your personally identifiable information, such as your name or Social Security number (SSN), to access services without your authorization.

If you believe that you’ve been the victim of identity theft, take the following steps immediately:

  1. Place a fraud alert and/or freeze on your credit report. Learn more.

  2. File a report with the three major credit reporting agencies:

  3. Close any accounts that you suspect were involved in the scam. Immediately call and speak to the fraud or security department at each company. Making this a priority will ultimately reduce your liability. Follow up each call in writing. Send letters as certified mail with return receipt requested. This will enable you to prove that the companies received the letters.

  4. File a police report with your local agency and get a copy. Financial institutions require a copy of the police report in order to proceed with an investigation.

  5. File a complaint with the Federal Trade Commission. You can file a complaint online and get more information on identity theft on the FTC's website.

How do I report credit or debit card fraud?

Financial account fraud occurs when someone uses your bank account information, credit card or debit card to pay for services without your authorization.

If your bank account or debit/credit card statement includes unauthorized charges, duplicate charges, or incorrect amounts paid to Spectrum, contact your financial institution to dispute the charges. Your financial institution will handle the investigation.

How do I report identity theft to Spectrum?

In order for Spectrum to investigate a claim of identity theft, the following documentation will be required:

  1. A completed ID Theft Form;
    (contained within the Identity Theft Packet)

  2. Photocopy of a valid government-issued photo-identification card;
    (for example, a driver's license, state-issued ID-card or passport)

  3. Proof of residency during the time of disputed bill or fraudulent account;
    (for example, a rental/lease agreement in your name, utility bill or insurance bill)

  4. A copy of the report filed with your local police or sheriff's department. If you're unable to obtain a police report, please notate this within the “Victim’s Law Enforcement Actions” section of the ID Theft Form.

  5. Once completed, mail the notarized ID Theft Form and all supporting documents to:

    Charter Communications
    ATTN: Law Enforcement Response Team: ID Theft
    12405 Powerscourt Drive
    St. Louis, MO 63131

    You may also fax the documentation to (888) 726-9069 (888) 726-9069.

Note: Spectrum won’t be able to process claims that are incomplete or missing any required information.

To have an Identity Theft Packet mailed to you, please call (314) 288-3110 (314) 288-3110 and leave the following information ready:

  • First and last name

  • Complete mailing address including city, state, and ZIP code

  • Telephone number where you can be reached

Once we receive all required documentation, an investigation will be opened and an acknowledgment letter will be sent. Investigations generally take 15 days to complete. Depending on the nature of the claim, the process could take 3 to 6 weeks, or longer.

If Spectrum determines that there has been fraudulent activity on an account, we'll make the appropriate billing adjustments and notify the credit agencies. You'll receive notification if there isn't sufficient evidence to substantiate a claim of identity theft.

For more information on identify theft, visit the Federal Trade Commission's (FTC) website or contact the FTC at (877) 438-4338 (877) 438-4338.