Spectrum used to have a monopoly in my area, so I was stuck with their 15mbps speeds and constant outages. When Google Fiber became available here, I immediately subscribed to it (it was significantly cheaper for gigabit speeds).

As soon as the fiber was set up, I called Spectrum to cancel my account, and after being bounced around between a couple support people, I was finally transferred to retention where I could have my account properly closed. Except instead of a person, I got a machine telling me that the department was closed for the day, and I should call back Monday (this wasn't even late on a weekend, it was midday Friday).

I called back to ask what was wrong and why I was transferred to an empty department, and the support rep told me the last rep should have known and shouldn't have transferred me there, but I would indeed need to wait until Monday. Fine.

Monday I call back, get through the layers of reps, and am finally told that they're having an internal outage and won't be able to cancel my account, but they assured me that if I incur any additional charges on my bill because of the delay, they'll be happy to remove them.

I don't know how long this "outage" is going to last, so I wait a couple days and call back again, very quickly get transferred to where I need to be, and with no pushback or excuses whatsoever get told my account is now cancelled and my bill is all settled up, and to have a good day. Great. I cancel the virtual credit card I used to pay them, since I no longer need it.

A month later I get a text from Spectrum telling me they aren't able to bill me, and my service will be interrupted if I don't pay this new bill. I call and support tells me that my account is cancelled, I owe nothing, and to ignore the text. I do make some efforts to verify that the text is actually from Spectrum, and it does seem to be. No indications of a spammer impersonating Spectrum.

The next month it happens again, and this time when I call I'm told my account is not cancelled and my service has been suspended because I now owe a couple months of payment plus late fees, and they won't be able to cancel my account until I pay those. They have no record of me cancelling my account, and unfortunately the manager who has the authority to waive the late fees is out today. I'm offered the opportunity to pay the full amount of bogus charges, and wished a good day when I decline.

Every month since then they've texted me to let me know that another payment for the month hasn't gone through. Lately the texts have started saying that they will be sent to collections. Part of me hopes they take me to court over it.

I think if you asked Spectrum, they would tell you that I'm still a customer of theirs, and that I'm sticking with them because of their excellent customer service.