Time Warner Cable

Customer was notified on 9/16/14, she would recieve the refund in approximately 3-4 weeks.

Dear [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we...

describe below the current status of this matter regarding [redacted] complaint.  An audit was conducted and it located an outstanding balance existing under the same last name, and phone number of [redacted] with a remaining balance of $[redacted].  [redacted] had service at [redacted] from 2009 through 2010.  If a family member or roommate had service at this address previously, any outstanding balances will need to be paid before service can be reconnected.  Only the previous account holder is responsible for paying the balance.  However, the balance must be paid in order to reconnect service in another family member or roommate’s name.   At this time, [redacted] has made payment arrangement with our Risk Management Department to satisfy the unpaid debt. [redacted] service was reconnected on January 7th 2014 and will remain active, if the payment arrangement is kept.  TWC have the right to deny service to anyone or any address that a potential risk or verified risk of revenue loss has been determined to exist towards the company   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

TWC contacted consumer to address her concern. We apologized for any inconvenience we may have caused. We informed customer that due to plant and design the system allows us to split the cable line as long as our signal levels are in compliance. We offer a service technician to visit her home and...

investigate any possible cable line issues. Consumer declined tech visit.We informed customer if TWC is able to validate cable line issues we will take full responsibility on fixing the problem and compensate accordingly.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID 10846330, and find that this resolution is satisfactory to me.
Regards,
H[redacted]

We apologize for any frustration or confusion the reported concern has caused the consumer. Mr. M[redacted] confirmed he unfortunately submitted a check payment with the wrong account information. He is...

fully aware he is responsible for any bank fees incurred. However, as a courtesy we have applied a credit to the account in the amount of $69.74. We want to ensure the consumer is aware that we value him as a customer and appreciate his business.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10127942, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11255442, and find that this resolution is satisfactory to me.   I will be completely satisfied when I receive the refund check.  The rep, Gil, from Time Warner trace the problem in detail to identified the billing issue.  I have to say that previous calls made to Time Warner billing agents were useless.  They didn't spend the time to investigate the issue.  The problem could have been resolved sooner if they investigate the errors made by Time Warner.  
Regards,
W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10342012, and find that this resolution is satisfactory to me.
Regards, [redacted]

After speaking with our subscriber on the 19th of October, the concern had already been resolved. The subscriber informed us he would be updating, and cancelling this request.We apologize for any inconvenience our subscriber may have experienced, and we are providing feedback in order to...

avoid instances like these in the future.

[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.
Regards,
[redacted]

I telephoned Ms. [redacted] and left a recorded message confirming that our technician verified that there was only just the one outlet, and removed the additional $15.00 monthly fee the additional outlet. I issued an adjustment in the amount of $30.00 for two months charge at...

$15.00.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9902367, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11595519, and find that this resolution is satisfactory to me. I am very grateful for the time taken by all to address this and would like to continue business with them for years to come.
Regards,
J[redacted]

TWC confirmed with Mr. Jasko the account has been closed and a credit of $47.68 for the ending balance has been applied to the account. We apologize for any inconvenience this issue may have caused.

TWC apologizes for the misunderstanding and
inconvenience we have caused our customer.  We have...

upgraded his speed
from our Everyday Low Price to our Basic Internet tier.  To avoid rate increase with the upgrade we rearranged
and restarted his promotions for 12 months as of 9/22/15.  Our customer has been provided with direct
contact information so he may reach out to us if he requires additional
assistance.

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.
Regards,
[redacted]

Review: I signed up for cable/internet/phone service and at the time I was told both verbally and a brochure that I was eligible for a $300 Visa Reward Card after 3 months of continuous service. Now Time Warner Cable is telling me that I am not eligible. I signed up for the a phone service that I did not need nor want (I have [redacted] for cell service) but the Visa car made it cheaper. The advertising was not correct. I will be disconnecting service.Desired Settlement: They need to provide me with a $300 credit as originally promised.

Business

Response:

Thank you for contacting Spectrum, formally Time Warner Cable. We apologize for the inconvenience this may have caused. Mr. [redacted] has been contacted and was offered a resolution. Spectrum, formally Time Warner Cable has adjusted the amount of the Visa Gift card toward the account statement. Mr. [redacted] agreed and is satisfied with the resolution to his complaint. Thank you, Spectrum, formally Time Warner Cable

Review: I have TWC as my landline phone carrier. This landline has been making phantom calls to [redacted] Coumty Emergency System 911. It's been happening for atleast 6 months now. TWC is completely aware of it. This open line calls 911 many times a day. It's called it as many as 6 and 7 times in 15 hours. It is only getting worse. TWC continues to tell me, we're looking into it. In the meantime 911 has called me back 5 more times. It's becoming a very big nuisance, and a very big problem. They've only sent a tech to my house 1ce to "fix" the problem. It is not fixed. I've spent hour after hour on the phone with TWC. It's a huge inconvenience to me.Desired Settlement: The problem needs fixed right now. I feel they should credit my bills for every time I've had to call them with this problem. My time is important as is theirs. I feel they should pay me by the hour for having to call them every day to remind them to fix my phoneline.

Business

Response:

Good Afternoon, After reviewing Ms. [redacted]’s complaint we engaged our phone provisioning group as well as our phone technical support team to work towards a resolution for the calls to 911. When we spoke to Ms. [redacted] on 5/4/16 we explained there was a TC scheduled for 5/5/16 to change out her existing phone modem in an attempt to correct the issue. We again spoke with Ms. [redacted] on 5/5/16 after the modem swap the customer informed us this was an unsuccessful solution. While working with our phone technical support team investigating another possible cause for the issue the customer decided to change her TWC phone number in an attempt to stop the calls. Since the number change took place on 5/7/16 we made multiple attempts to contact the customer outlined below they were all unsuccessful. We reviewed the account each time there was an attempt made and there are no additional notes on the account stating there were any phantom calls to 911 since the number change. Ms. [redacted] has been provided my personal contact information on multiple voicemails should she have any additional issues pertaining to this matter. 5/10/16 6:22pm failed attempt to contact left VM with my direct contact information 5/11/16 10:05am failed attempt to contact left VM with my direct contact information 5/12/16 12:55pm failed attempt to contact left VM with my direct contact information Tell us why here...

Consumer

Response:

Review: I had previously been a customer of time warner cable company for tv services I had been receiving bills for additional services that I never authorized as well as unreturned equipment. About a month ago the equipment was returned and I was told by the store represenative to take a picture of the receipt to insure I could show proof tbat equipment had been returned.

I was still receiving collection calls and they explained that I still owed a balance of 959.06 which I could not inderstand so last week I went into the time warner store and asked for a printout of what I was being charged all of this money for it included several charges for intelligent home which was a service that I did not request or authorize at any point in time. I was given a number to call where I could speak with someone the collections/billings supervisor on that day I called and aproimately 8 to 10 tomes and was unable to reach a live person. I called again yesterday on 9/21 and was on the phone around 2 hours and was transferred several times nobody was able to answer any questions on how I could dispute these cahrges I was transferred to countless people who all asked for my information I explained the situation and the problem and then I was transferred over and over I was then told I was being transferred to what qas supposed to be a manager who I was told the callback number for was ###-###-#### which took me too many more series of transfers of people who could not and would not help me dispute these charges nor did a single person know the procedures to do so. I want the charges for the unauthorized services removed I have asked them to pull calls and investigate who made changes ro my account if it was not me. I have been unable to get anyone at time warner to assist me who knows how to do anything except transfer.Desired Settlement: I want charges for all unauthorized services equipment removed. I am not reaponsible for paying fees associated with a service I never authorized nor requested.

Business

Response:

Good afternoon We reviewed the account and complaint. Mrs. [redacted] called in on 4/20/16 and signed up for our intelligent home services. The fees and charges were explained to Mrs. [redacted] at that time. We installed the services on 4/26/16 and the order was signed by Mrs. [redacted] agreeing to the terms and conditions of the intelligent home services. The account was disconnected on 8/3/16 due to nonpayment. The equipment was returned to TWC on 8/29/16 and the final billing went to $948.32. This is a valid debt for services and IH Equipment fees. We reached out to Mr. [redacted] and explained the resolution. Mr. [redacted] wanted to know how he would dispute the charges and we explained that unfortunately since it was signed by his wife and she ordered the services there would be nothing to dispute. Balance would need to be paid in full to clear any amount from our collections agency. Thanks

Consumer

Response:

Review: I came home on August 6th 2016 from a vacation to find that my internet was not working. Thinking it was due to inactivity while I was away I called Time warner cable to find out that the upstairs tenant had their internet connected on July 30th and in order to do so they cancelled our service without my permission and transferred the account into their name. I was told someone would contact me within 24-48 hours to resolve the issue. Two days later no one had contacted me so I called back. I was then told that someone would need to come to the house to restart service. Of course this would be at my inconvenience during working hours at a minimum of TWO WEEKS. I explained this would not be possible and that I was not willing to be inconvenienced any further by not having service or taking time off work to accommodate a technician. I was then transferred to a manager who said the issue could in fact be resolved over the phone but the department that handles those types of issues was now closed. I had to call back yet AGAIN and spent an hour on the phone to finally reconnect wifi service. Today, August 12th I got an email that a service technician would be sent to my house on August 15th. NEVER was this agreed to on my end. The email also states a service charge will be placed on my bill. This is absolutely unacceptable. Not only was my account tampered with without any contact or permission on my end, I have spend hours and hours on the phone being transferred from one department to the next all giving different answers. And now I'm being charged a service charge for an error on their part. Absolutely not. They continued to make automatic withdrawals from the checking account from which payments are made even while we did not have service.Desired Settlement: I want to be reimbursed for all services that were not received and there absolutely should not be any service charge associated with restarting service. Our account was paid in full and disconnected due to their error.

Business

Response:

After reviewing Ms. [redacted]s account we determine the reason why her services were disconnected was because her services were listed under the wrong apartment number. When a tenant moved into the apartment it disconnected her services. We corrected this by installing Ms. [redacted] to the correct apartment number with the same service level.