Time Warner Cable

TWC has made numerous calls to Mrs. [redacted] without a return call.  The Internet installation was rescheduled for 3/25/14, and completed....

 At this time we have not been able to follow up with Mrs. [redacted] to verify all is well.  As a courtesy for any inconvenience had, we have applied a courtesy credit in the amount of $25.46 for the days she was without Internet service.

On 10/20/2014 at 11:00am I spoke with Mrs. [redacted] and she agreed to a tech appointment for this Saturday 10/25/2014 10-11am (Job 756231) I also forwarded the information to field...

leadership for the area to insure that we send a VIP-Tech to provide “White-Glove” treatment. We will follow-up again on Monday 10/27/2014 to verify a resolution.

We have the vehicle in our shop right now. We have provided a loaner car and we hope to resolve this issue over the next few hours.

Complaint: 11694533
I am rejecting this response because:  Messages were left but no return phone number was left on voicemail.  When I finally received an email, I responded letting rep know that I received the voice mails but could not return her call because no return phone number was left and only a first name was left.  No it was impossible to return her call.  So I emailed back with my cell phone number but no response to email was made and no attempts to contact my cell phone have been made either. 
Regards,
B[redacted]

Ms. [redacted] returned our call today.  The issue has been resolved by correcting the monthly rate and reviewing the bill.

Steps Taken to
Resolve:
On 07/11/2014 I processed a one-time adjustment of $243.00
for billed services from 12/24/2013 until 04/01/2014. I also forwarded the
information to collections to debit the $77.00 modem fee from the newly
generated credit, and remove the account from all collections activities. 
On 07/11/2014 at 3:20pm I spoke with Mrs. Smith and informed
her of her credit amount and the fact that the account has  as of now been recalled from all collections.
I also verified her mailing address for her refund and she thanked me for my
call.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10238897, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Time Warner Cable reached out to Mr. [redacted]l
'Calibri','sans-serif';">and apologized for the error in processing his payment. Customer was offered a courtesy credit for his account to compensate for inconvenience.

I spoke to Mr. S** and apologized for the inc**venience he experience. I let him know as courtesy we will remove the equipment from the old account. We will also update the collecti** agency.
Mr. S** thanked me for calling and addressing his c**cern.

Contact has been made with [redacted] to discuss her billing concerns.
Upon receipt of the complaint, research found that Ms. [redacted] account has been corrected.  I extended my sincere apologies for the issues experienced.
We have completed our investigation of this matter and without...

further contact from Ms. [redacted]; we consider it to be closed. Please do not hesitate to contact us if you have any questions or require additional information regarding this matter.
[redacted]
Escalation Analyst

Revdex.com:
I have reviewed the response 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] [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have confirmed receipt of the refund check. It is unfortunate that the issue had to be resolved this way, but I do thank Reliable for their understanding and cooperation to find a resolution.
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.
I received a call from...

[redacted] with Time Warner cable on Wednesday, July 23.  She agreed to give me my promotion back until May 2015 and scheduled a technician to come to my house the next day.  However, when the technician arrived there was some confusion as to what channels I was suppose to receive.  He installed the set top box and left.  We discovered the next day that we were not receiving all the channels we had previously received.  I spent an hour on the phone with Time Warner trying to get this resolved.  I was told they would have to send out another technician as the problem seemed to be with the set top box.  This appointment is scheduled for Monday, July 28.  Also the bill on which I was charged for the box has not been reduced to the promotional pricing.  The current bill was $80.20 and it has only been reduced to $76.88.  I was told by [redacted] at Time Warner that the charges for the set top box would be removed and as of today, July 27 they have not.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID 11730743, and find that this resolution is satisfactory to me.
Regards,
T[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10294810, and find that this resolution is satisfactory to me.
Regards,

Revdex.com:
I have reviewed the response 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.
In reference to response:
I got Time Warner's statement on 2-23-14 . In regards to the detailed statement the numbers do not add up.  In November Time Warner charged me consider amount of overcharge. I have been in North Carolina where my mother is very sick , this has been the reason for the late response. I will be attaching proof of statement and bills that have been applied. Time Warner stills says that I owe for the month of Feb to Mar. 2nd.
Could you please go over what I am sending because they deny that I will be current for March. There are no way I can talk to them and get any satisfaction.

Dear Mr. [redacted],You are absolutely correct in the fact that an error was made on the price of a vehicle on our website as well as the fact that $40,000 off is too good to be true.  As soon as the error was brought to our attention, we went to work to get the error corrected.  Unfortunately,...

pricing errors on automated systems occur from time to time and while we work to make sure they don't, when they do, we fix them as soon as possible.  We sincerely apologize for any confusion this may have caused and will be happy to work with you to come to a reasonable resolution.  Please contact me at the dealership if you wish to attempt to work this out. David B[redacted]General Manager###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10576570, and find that this resolution is satisfactory to me.
Thank you for your help in resolving my matter ID #1056570. After apparently ignoring my request for months, Time Warner inexplicably became very motivated to resolve my matter and even acted with a "sense of urgency". This sudden change in attitude and ability to fulfill a request promptly is hard to figure, although I suspect it had something to do with your help and I thank you for that.
Regards,
[redacted]

Revdex.com:
I have been away from home for a few days but today, in the mail, I found the $100 VISA rewards...

gift card so I am happy with the outcome of my complaint. However, I wonder, if I have not complained, will TWC have sent out the gift card? I wonder how many customers actually remember what they promised and did a follow-up? Just wondering... 
Regards,
[redacted]

I have been paying for 50 megabits per second internet service and for at least four months have not been getting that. Not only have I not been getting 50MB I have been getting 2-3MB, more than ten times less than what I am paying for. On top of that, the service itself drops out completely between 3 to 10 times a night.

Now I have called many time to get this fixed, every time I call, they can "remotely fix" it and it works great for a few hours, then it disappears again. Two weeks ago they sent a technician out to the house to check it. He "cleaned" up the signal and the internet again worked wonderfully... for an hour. Since then the service has been even worse, dropping out completely over twenty times a night, sometimes for over a half hour at a time. Again I called and they were able to "remotely fix" the problem, but as you can guess the issues of slow to nonexistent internet return .

I have asked for them to "pro-rate" my service and give me some of my money back and finally fix the service they are supposed to be providing me. If I went to the gas station and paid sixty dollars for a full tank of gas, but only got one gallon of gas, that would be Illegal and the gas station would have to give me what I paid for. In any other industry you pay for a service then you receive said designated service.

It should be illegal and punishable by law or lawsuits what Time Warner cable is doing. They are charging me and I assume others and not providing anything near what I am paying for.