March 18, 2015
style='FONT-SIZE: 11pt; FONT-FAMILY: "Calibri", "sans-serif"'>
RE: Customer: [redacted]
Case ID: #[redacted]
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted]’s complaint.
The results of the investigation show that on 12/01/2014, the programs in question were ordered by someone in the home using our Impulse Upgrade Functionally. This allows customers the capability to use their remote control to upgrade their TWC level of service on screen rather than calling in to speak with a customer service agent. Time Warner found no errors with the order and has denied any refund for the packages.
Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.
Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 6/18/2014 Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable does NOT have [redacted] husband listed as an authorized user on her account. If she would like to add him as an authorized user to avoid any security concerns in the future she may do so by calling our customer care at her leisure at [redacted] Additionally we are in the process of investigating her claims regarding our agents mistreating her husband and we will handle administer feedback to these agents internally once the investigation is complete. Promised completion date: 6/20/2014
In addition, the business provided the following additional comments:
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding[redacted]
12pt; font-family: 'Calibri', 'sans-serif';">complaint. [redacted] account has been corrected and the billing statements she received in the amount $[redacted] or $[redacted] she can disregard. At this time her account reflects a zero balance. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable
May 13, 2014
font-family: 'Calibri', 'sans-serif';">
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint.
Time Warner Cable has reviewed [redacted] account and we have found that she made a payment of $[redacted] on 12/2/13 that was for her billing cycle dates 11/8/13 – 12/07/13 which left her at a balance of $0. Her new billing cycle started on 12/8/13 and included her services through 1/7/14 and her bill was generated on 12/8/13 for $[redacted]. The payment that [redacted] made on 12/2/13 for $[redacted] was returned to Time Warner Cable on 12/20/13 and her account was assessed a $** returned check fee which brought her total balance to $[redacted]
[redacted] then made a payment on 1/2/14 for $[redacted] which left a remaining balance of $[redacted]. Her next billing cycle began on 1/8/14 that included her services for 1/8 – 2/7/14 and that statement included the remaining amount of $[redacted] + $7[redacted] late fee and her normal monthly service rate and totaled $[redacted]. Time Warner Cable credited [redacted] for the returned check fee on 1/21/14 and we received a payment for $[redacted] on 2/1/14 that left a remaining balance of $[redacted] and an additional late fee was assessed on 2/8/14.
Once again [redacted] new billing cycle started on 2/8/14 and included her services through 3/07/14 and her statement was generated in the amount of $[redacted] which included her previous balance of $[redacted] + $[redacted] late fee and her regular monthly service rate. TWC received a payment for $[redacted] on 2/24/14 and left a remaining balance of $[redacted] and [redacted] was assessed an additional late fee on 3/8/14. [redacted] next billing statement generated with the start of her next billing cycle on 3/8/14 for a total of $[redacted] and TWC received a payment for $[redacted] on 3/24/14 which left a remaining balance of $[redacted].
With the start of her 4/8/14 - 5/7/14 billing cycle [redacted] account was assessed an additional late fee of $7[redacted] and her billing was generated with a total amount due of $[redacted]. On 5/2/14 TWC received a payment of $[redacted] which left a remaining balance of $[redacted] current billing cycle started on 5/8/14 and is for her services through 6/7/14 and includes the remaining balance of $15[redacted]+$7[redacted] late fee and her normal monthly services totaling $295.26. We have received a payment for $78.96 on 5/12/14 and this left a remaining balance of $216.30 of which $78.96 is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14.
As you can see [redacted] has been paying approximately a billing cycle behind since her payment on 12/2/13 was returned and each month since she has been paying the minimum amount to avoid a service disconnection.
Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Time Warner Cable has reviewed **. [redacted] account and escalated her concerns to the agents’ supervisor. The findings of the investigation show that **. [redacted] did not provide her SS # when...
placing the order but rather her driver’s license #. SS #s are used to run a risk assessment and based upon the results of that a deposit could be required. That process may not have been clearly communicated to her. We have contacted **. [redacted] and explained it to her. A separate bill to address was added to the account on 6/15/15 and the statements will be mailed to the address she provided going forward.
Time Warner Cable apologizes to **. [redacted] for the inconvenience this situation may have caused.
Revdex.com:
This letter is to inform you that Time Warner Cable has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/16/2014 1:28:27 PM and assigned ID [redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
June 19 2014
0pt;">
RE: Customer: [redacted] ...⇄ Case ID: [redacted]
Dear Ms. [redacted]
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint.
Time Warner Cable has reviewed [redacted] account and has found that his service was successfully disconnected and billing stopped as of 6/9/14. We have also found that the reason for the delay was because [redacted] was porting his telephone number to another provider and we were unable to complete any disconnection until his new provider took possession of his telephone number. We found that his account was prorated to 5/23/14 which was the beginning of his latest billing cycle. However, we confirmed that [redacted] returned his equipment on 5/5/14 and we have issued a prorate credit of [redacted] to essentially stop billing when he returned his equipment. [redacted] can expect to receive this refund in the form of a check within 4-6 weeks from the date of this letter.
Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding[redacted] complaint.
Time Warner Cable has reviewed [redacted] account and has found that when she contacted our offices to set up 2 future dated payments on 6/2/14 to avoid a disconnection due to non-payment the agent that set it up used the incorrect code to prevent the disconnection from taking place. When [redacted] made us aware that her services were interrupted by mistake we quickly added the correct coding and restored her services. We have applied a credit of[redacted] for one full day of service due to the error with her billing coding.
Time Warner Cable also takes the privacy of our customers very seriously and has several security measures in place to help protect our customers from fraudulent activity. [redacted] account is secure with an active PIN number that our agents must ask for when discussing personal information regarding her account. If the caller cannot verify this information our agents are not able to assist the caller with certain aspects of their account. Time Warner Cable is currently investigating to ensure that our security procedures were followed in this case and will provide feedback to our agents if they were not. In the future, [redacted] can provide her husband with the PIN number that is on her account or she may contact us at her leisure to add her husband as an authorized user on her TWC account so that she can avoid this situation in the future.
Time Warner Cable apologizes to[redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10046937, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have double paid February and will in May. Thus I am caught up and should have a zero balance with no late charges or return fees attached. I owe you 127.05 by May 28,2014 ; but not a penney more.
Regards,
[redacted]
Time Warner Cable appreciates the opportunity to review [redacted] former account concerning a billing dispute. Our findings indicate that **. [redacted] called Time Warner Cable October 19, 2015 and requested all...
services be disconnected on November 14, 2014. Unfortunately, the services continued to bill until December 5, 2015. We have corrected the statement by backdating the billing to November 14, 2015. We have also confirmed with **. [redacted] that the account was closed in good standing and the account balance is zero.
Time Warner Cable apologizes to **. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable
Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The problem is not of the matter, of paying the past due balance that is owed to TWC or denying that there is a past due balance owed.The problem is before taking the [redacted] cash for installation and first month of service the TWC salesman should have been able to let me ( the client) know that the past due balance would have had to be paid upfront or the amount that TWCs retention offers in order to schedule service ,appointment and time. Instead the installation was scheduled and the cash was already paid. In that case if the salesman would have known or if it was communicated to the salesman from TWC, then the [redacted] that was paid for the installation and first month would have been paid on the past due amount ( which would have made more sense, seeing how after the fact a client cannot have service installed until a past due payment is made.) also the retention specialist [redacted], claimed to gave me a call regarding my past due balance and said someone answered and replied wrong number. I did not receive a call and no one else was able to answer my phone, I had my cell phone carrier print out the call history , since [redacted] said someone answered and it did not show, I do not like or appreciate for customer service/ retention rep to lie about a basic phone call just to make their job easier. When the past due balance is paid to TWC I do not want to work with or have a customer service handled by the retention specialist [redacted] at all.
Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 5/14/2014 Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable has reviewed [redacted] account and we have found that while she did indeed make 2 payments in the month of February these payments were not made in the same billing cycle which is causing [redacted] to pay a month behind as explained in great detail our original response. We have received a partial payment for $[redacted] on 5/12/14 and this left a remaining balance of $[redacted] of which $[redacted] is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14. If [redacted] would like to bring her account to a $0 balance she would have to pay a total of $[redacted] before her current billing cycle ends which is 6/7/14. [redacted] is invited to visit one of our local sales and service centers if she is still unclear on the timing of her billing statements and the timing of her payments so that we may explain it to her with the visual aid of our billing system. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Promised completion date: 6/7/2014
In addition, the business provided the following additional comments:
Time Warner Cable has reviewed [redacted] account and we have found that while she did indeed make 2 payments in the month of February these payments were not made in the same billing cycle which is causing [redacted] to pay a month behind as explained in great detail our original response. We have received a partial payment for $[redacted] on 5/12/14 and this left a remaining balance of $[redacted] of which $[redacted] is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14. If [redacted] would like to bring her account to a $0 balance she would have to pay a total of $[redacted] before her current billing cycle ends which is 6/7/14. [redacted] is invited to visit one of our local sales and service centers if she is still unclear on the timing of her billing statements and the timing of her payments so that we may explain it to her with the visual aid of our billing system. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Time Warner Cable has added [redacted] to our “Privacy Opt-Out”...
database today March 11, 2014. This will automatically stop us from contacting her regarding any marketing attempts via mail, telephone and email. Please allow 7-10 business days to allow the database to update and [redacted] contact information to be removed from our solicitation list. Time Warner Cable also invites [redacted] to register herself on the national Do-Not-Call registry by visiting http://www.donotcall.gov or via phone by calling (888) 382-1222 if she has not done so already. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, [redacted], Executive Response Specialist [redacted]
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Unfortunately, I was able to review the call to verify what [redacted] was quoted due...
to the call not being capture. However, I was able to place [redacted] into a 12 month promotion with Standard Internet and Home Phone service at monthly rate of $[redacted] which includes tax. In addition, [redacted] account has been credited $[redacted] for difference. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable
Revdex.com: I have reviewed the offer made by the business in reference to complaint ID 10029878, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]
Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 5/16/2014 ):
Description of proposed resolution:
Time Warner Cable stands behind its previous responses. Promised completion date: 6/7/2014
Time Warner Cable has reviewed **. [redacted] account. We find that **. [redacted] does not qualify for the Time Warner Cable “Better Guarantee”, as our 30 day money back offer is not...
included with Time Warner Cable’s Intelligent Home product. While we are very sorry that she is not in agreement with our early termination fee, it will be accessed if she disconnects the Intelligent Home service prior to the end of the agreement she signed.
Time Warner Cable apologizes to **. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
March 18, 2015
style='FONT-SIZE: 11pt; FONT-FAMILY: "Calibri", "sans-serif"'>
RE: Customer: [redacted]
Case ID: #[redacted]
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted]’s complaint.
The results of the investigation show that on 12/01/2014, the programs in question were ordered by someone in the home using our Impulse Upgrade Functionally. This allows customers the capability to use their remote control to upgrade their TWC level of service on screen rather than calling in to speak with a customer service agent. Time Warner found no errors with the order and has denied any refund for the packages.
Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.
Sincerely,
Time Warner Cable
Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 6/18/2014 Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable does NOT have [redacted] husband listed as an authorized user on her account. If she would like to add him as an authorized user to avoid any security concerns in the future she may do so by calling our customer care at her leisure at [redacted] Additionally we are in the process of investigating her claims regarding our agents mistreating her husband and we will handle administer feedback to these agents internally once the investigation is complete. Promised completion date: 6/20/2014
In addition, the business provided the following additional comments:
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding[redacted]
12pt; font-family: 'Calibri', 'sans-serif';">complaint. [redacted] account has been corrected and the billing statements she received in the amount $[redacted] or $[redacted] she can disregard. At this time her account reflects a zero balance. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable
May 13, 2014
font-family: 'Calibri', 'sans-serif';">
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint.
Time Warner Cable has reviewed [redacted] account and we have found that she made a payment of $[redacted] on 12/2/13 that was for her billing cycle dates 11/8/13 – 12/07/13 which left her at a balance of $0. Her new billing cycle started on 12/8/13 and included her services through 1/7/14 and her bill was generated on 12/8/13 for $[redacted]. The payment that [redacted] made on 12/2/13 for $[redacted] was returned to Time Warner Cable on 12/20/13 and her account was assessed a $** returned check fee which brought her total balance to $[redacted]
[redacted] then made a payment on 1/2/14 for $[redacted] which left a remaining balance of $[redacted]. Her next billing cycle began on 1/8/14 that included her services for 1/8 – 2/7/14 and that statement included the remaining amount of $[redacted] + $7[redacted] late fee and her normal monthly service rate and totaled $[redacted]. Time Warner Cable credited [redacted] for the returned check fee on 1/21/14 and we received a payment for $[redacted] on 2/1/14 that left a remaining balance of $[redacted] and an additional late fee was assessed on 2/8/14.
Once again [redacted] new billing cycle started on 2/8/14 and included her services through 3/07/14 and her statement was generated in the amount of $[redacted] which included her previous balance of $[redacted] + $[redacted] late fee and her regular monthly service rate. TWC received a payment for $[redacted] on 2/24/14 and left a remaining balance of $[redacted] and [redacted] was assessed an additional late fee on 3/8/14. [redacted] next billing statement generated with the start of her next billing cycle on 3/8/14 for a total of $[redacted] and TWC received a payment for $[redacted] on 3/24/14 which left a remaining balance of $[redacted].
With the start of her 4/8/14 - 5/7/14 billing cycle [redacted] account was assessed an additional late fee of $7[redacted] and her billing was generated with a total amount due of $[redacted]. On 5/2/14 TWC received a payment of $[redacted] which left a remaining balance of $[redacted] current billing cycle started on 5/8/14 and is for her services through 6/7/14 and includes the remaining balance of $15[redacted]+$7[redacted] late fee and her normal monthly services totaling $295.26. We have received a payment for $78.96 on 5/12/14 and this left a remaining balance of $216.30 of which $78.96 is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14.
As you can see [redacted] has been paying approximately a billing cycle behind since her payment on 12/2/13 was returned and each month since she has been paying the minimum amount to avoid a service disconnection.
Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable
Time Warner Cable has reviewed **. [redacted] account and escalated her concerns to the agents’ supervisor. The findings of the investigation show that **. [redacted] did not provide her SS # when...
placing the order but rather her driver’s license #. SS #s are used to run a risk assessment and based upon the results of that a deposit could be required. That process may not have been clearly communicated to her. We have contacted **. [redacted] and explained it to her. A separate bill to address was added to the account on 6/15/15 and the statements will be mailed to the address she provided going forward.
Time Warner Cable apologizes to **. [redacted] for the inconvenience this situation may have caused.
Revdex.com:
This letter is to inform you that Time Warner Cable has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/16/2014 1:28:27 PM and assigned ID [redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
June 19 2014
0pt;">
RE: Customer: [redacted]
...⇄ Case ID: [redacted]
Dear Ms. [redacted]
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint.
Time Warner Cable has reviewed [redacted] account and has found that his service was successfully disconnected and billing stopped as of 6/9/14. We have also found that the reason for the delay was because [redacted] was porting his telephone number to another provider and we were unable to complete any disconnection until his new provider took possession of his telephone number. We found that his account was prorated to 5/23/14 which was the beginning of his latest billing cycle. However, we confirmed that [redacted] returned his equipment on 5/5/14 and we have issued a prorate credit of [redacted] to essentially stop billing when he returned his equipment. [redacted] can expect to receive this refund in the form of a check within 4-6 weeks from the date of this letter.
Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable
June 16, 2014
font-family: 'Calibri', 'sans-serif';">
Revdex.com Columbiana, Mahoning, & Trumbull Counties
P.O. Box 1495
Youngstown, Ohio 44501
RE: Customer: [redacted]
...⇄ Case ID: [redacted]
Dear Ms. Rodgers:
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding[redacted] complaint.
Time Warner Cable has reviewed [redacted] account and has found that when she contacted our offices to set up 2 future dated payments on 6/2/14 to avoid a disconnection due to non-payment the agent that set it up used the incorrect code to prevent the disconnection from taking place. When [redacted] made us aware that her services were interrupted by mistake we quickly added the correct coding and restored her services. We have applied a credit of[redacted] for one full day of service due to the error with her billing coding.
Time Warner Cable also takes the privacy of our customers very seriously and has several security measures in place to help protect our customers from fraudulent activity. [redacted] account is secure with an active PIN number that our agents must ask for when discussing personal information regarding her account. If the caller cannot verify this information our agents are not able to assist the caller with certain aspects of their account. Time Warner Cable is currently investigating to ensure that our security procedures were followed in this case and will provide feedback to our agents if they were not. In the future, [redacted] can provide her husband with the PIN number that is on her account or she may contact us at her leisure to add her husband as an authorized user on her TWC account so that she can avoid this situation in the future.
Time Warner Cable apologizes to[redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable
Hello All,
[redacted] Revdex.com has been addressed.
Have a great day!
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10046937, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have double paid February and will in May. Thus I am caught up and should have a zero balance with no late charges or return fees attached. I owe you 127.05 by May 28,2014 ; but not a penney more.
Regards,
[redacted]
Time Warner Cable appreciates the opportunity to review [redacted] former account concerning a billing dispute. Our findings indicate that **. [redacted] called Time Warner Cable October 19, 2015 and requested all...
services be disconnected on November 14, 2014. Unfortunately, the services continued to bill until December 5, 2015. We have corrected the statement by backdating the billing to November 14, 2015. We have also confirmed with **. [redacted] that the account was closed in good standing and the account balance is zero.
Time Warner Cable apologizes to **. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable
Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The problem is not of the matter, of paying the past due balance that is owed to TWC or denying that there is a past due balance owed.The problem is before taking the [redacted] cash for installation and first month of service the TWC salesman should have been able to let me ( the client) know that the past due balance would have had to be paid upfront or the amount that TWCs retention offers in order to schedule service ,appointment and time. Instead the installation was scheduled and the cash was already paid. In that case if the salesman would have known or if it was communicated to the salesman from TWC, then the [redacted] that was paid for the installation and first month would have been paid on the past due amount ( which would have made more sense, seeing how after the fact a client cannot have service installed until a past due payment is made.) also the retention specialist [redacted], claimed to gave me a call regarding my past due balance and said someone answered and replied wrong number. I did not receive a call and no one else was able to answer my phone, I had my cell phone carrier print out the call history , since [redacted] said someone answered and it did not show, I do not like or appreciate for customer service/ retention rep to lie about a basic phone call just to make their job easier. When the past due balance is paid to TWC I do not want to work with or have a customer service handled by the retention specialist [redacted] at all.
Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 5/14/2014 Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable has reviewed [redacted] account and we have found that while she did indeed make 2 payments in the month of February these payments were not made in the same billing cycle which is causing [redacted] to pay a month behind as explained in great detail our original response. We have received a partial payment for $[redacted] on 5/12/14 and this left a remaining balance of $[redacted] of which $[redacted] is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14. If [redacted] would like to bring her account to a $0 balance she would have to pay a total of $[redacted] before her current billing cycle ends which is 6/7/14. [redacted] is invited to visit one of our local sales and service centers if she is still unclear on the timing of her billing statements and the timing of her payments so that we may explain it to her with the visual aid of our billing system. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Promised completion date: 6/7/2014
In addition, the business provided the following additional comments:
Time Warner Cable has reviewed [redacted] account and we have found that while she did indeed make 2 payments in the month of February these payments were not made in the same billing cycle which is causing [redacted] to pay a month behind as explained in great detail our original response. We have received a partial payment for $[redacted] on 5/12/14 and this left a remaining balance of $[redacted] of which $[redacted] is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14. If [redacted] would like to bring her account to a $0 balance she would have to pay a total of $[redacted] before her current billing cycle ends which is 6/7/14. [redacted] is invited to visit one of our local sales and service centers if she is still unclear on the timing of her billing statements and the timing of her payments so that we may explain it to her with the visual aid of our billing system. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Time Warner Cable has added [redacted] to our “Privacy Opt-Out”...
database today March 11, 2014. This will automatically stop us from contacting her regarding any marketing attempts via mail, telephone and email. Please allow 7-10 business days to allow the database to update and [redacted] contact information to be removed from our solicitation list. Time Warner Cable also invites [redacted] to register herself on the national Do-Not-Call registry by visiting http://www.donotcall.gov or via phone by calling (888) 382-1222 if she has not done so already. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, [redacted], Executive Response Specialist [redacted]
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Unfortunately, I was able to review the call to verify what [redacted] was quoted due...
to the call not being capture. However, I was able to place [redacted] into a 12 month promotion with Standard Internet and Home Phone service at monthly rate of $[redacted] which includes tax. In addition, [redacted] account has been credited $[redacted] for difference. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable
Revdex.com: I have reviewed the offer made by the business in reference to complaint ID 10029878, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]
Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 5/16/2014 ):
Description of proposed resolution:
Time Warner Cable stands behind its previous responses. Promised completion date: 6/7/2014
Time Warner Cable has reviewed **. [redacted] account. We find that **. [redacted] does not qualify for the Time Warner Cable “Better Guarantee”, as our 30 day money back offer is not...
included with Time Warner Cable’s Intelligent Home product. While we are very sorry that she is not in agreement with our early termination fee, it will be accessed if she disconnects the Intelligent Home service prior to the end of the agreement she signed.
Time Warner Cable apologizes to **. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable
The MLB package has been removed from Mr. [redacted] account and all charges have been removed for this service. We apologize for any...
inconvenience. Time Warner Cable considers this matter to be resolved.