Spectrum review: web access

I had Spectrum internet installed based on an agreement that it would be under California Lifeline and would include a cell phone plan. The transfer of my Lifeline account from my present provider to Spectrum was not successful because of a new regulation requiring a customer to personally close an existing account.

Immediately on being informed of the above, I faxed Spectrum numerous times explaining that I would not use the account until the Lifeline was approved. I received telephone messages in reply but because I am DEAF, I could not access them or reply. I stopped using Spectrum web services promptly. Your records will show that I did not access your services after the first month.

I continued to fax your company to explain this situation but only received phone messages which as I explained, I could not access. I could not CALL your customer service because I have great difficulty using the telephone.

Instead of resolving this matter, I continued to receive email and SMS messages demanding payment of increasing amount regardless of the fact that I stopped using your service and informed you of this fact, repeatedly in writing via fax.

Today 20 October, my son Dan, made phone calls trying to resolve the issue. We offered to pay the installation charge of $20 and the full rate for that first month of $30 on the condition that the web service was restored under Lifeline and the agreed phone plan was provided.

Unfortunately, the customer service representatives claimed to lack the authority to agree to the authorized compromise payment. They also claim that there was NO MAIL ADDRESS, EMAIL ADDRESS. or FAX to which my complaint could be directed. Instead, my son was told that all communication had to be oral, over the telephone.

As I explained, I am nearly deaf and cannot use the telephone. Your failure to provide a means of communication in writing that my disability requires is unlawful discrimination against people, like myself, who have this handicap.

My very reasonable offer to pay the amount specified above and service restored under California Lifeline is still available. However, I cannot transfer my Lifeline account to Spectrum until I am assure that web service is restored and a cell phone plan with or without data, is assured. Because of my advanced age and severe disabilities I cannot forgo access to cell phone service even temporarily.