Spectrum They stole $111 from my credit card! Tampa Internet

I've been getting my internet service from Bright House for the past couple of years, and Bright House has now merged with Spectrum. I've always paid my bill by phone, a couple days BEFORE the due date. I pay by credit card and for the amount stated on my bill.

So this month May 22, I called Spectrum's pay by phone number and when asked for the amount I'm paying I tapped in the amount that was due--$34.28. AND SPECTRUM took $111.00!!! Their automatic voice system told me I had a credit balance of $76.72. As soon as I knew this, I called Spectrum's customer service and spoke to someone who of course put me on hold so she could speak to her "lead"? then she said the full amount of $111 would be refunded to my credit card. She said I would NOT be dinged with a late fee because the mistake was Spectrum's. She didn't offer any info such as: How long would it take to get the refund or a confirmation number so I asked her for one and she gave me a "ticket number."

The next day May 23, I called Spectrum's pay by phone number and paid the amount of my monthly internet bill because I really didn't believe Spectrum when they said I would not get hit with a late fee when the $111.00 was refunded back to my card. So then I had a credit balance of $111.00. I called Spectrum and asked another customer service agent WHEN the $111 they stole would be refunded to my credit card and she said "Five working days."

On May 30, (Five working days) I still have a $111 credit balance on my Spectrum account so I spoke to YET ANOTHER customer service agent who put me on hold for ten minutes and returned to tell me my" request for a refund has been submitted." I asked her why my payments over the phone were immediately credited to Spectrum but their theft of $111 still hasn't been returned to my credit card. She had no answer. I asked her for a number for ESCALATIONS and she put me on hold another ten minutes and came back and told me my refund has still not been processed, and she can't give me a number for escalations. As of today May 31 there is still a credit balance of $111 on my Spectrum account..

This is one of the WORST companies I've dealt with--if not THE WORST. What they did was outright THEFT. I have notified my bank about this fraudulent transaction. I have filed a complaint with a government agency. This isn't over.