Time Warner Cable

Review: Time Warner Cable shut our service off with no notification on 07-22-16. We have never missed a pmt and are all paid up. When I called they stated that since we are moving and another person put in an order for our current address, they had to shut our services off. We had given them a shut off date of 07-29-16. So, here we are 28th no television and no cable and do not move out until next Friday. Can you please make them turn our services back on?Desired Settlement: Turn our service back on and an apology for this ridiculousness.

Business

Response:

After reviewing Mr. [redacted]’s complaint we discovered that a new customer called in to set up service at the address that Mr. [redacted] was moving out of. This cause the disconnection order to be completed. We canceled that order and reconnected Mr. [redacted] and his account is still set up to transfer to his new address on 7/29/16.

Consumer

Response:

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

Review: I am honestly disgusted with the service I have received at Time Warner. I have talked to several managers about this problem yet no one has been able to get back with me in a timely manner and also my services have been disconnected it multiple times after speaking with several managers. To make a long story short, I called on 18 August to make a payment arrangement. The sales person that I spoke with told me that she would be able to extend the payment arrangement for September 4. I then gave her my credit card information and authorized her to take the money out on September 4. This awful company of yours took out the money on 28 August which I did not authorize. As A result, my account was overdrawn! This is absurd! I then called Time Warner again and spoke with a manager who reassured me that the money will be back at my account and 3 to 4 business days as well as money to cover the overdraft fee. Not only was the money not refund it, you guys also interrupted my service. I then called multiple times after that only to receive horrible customer service from not only the sales people but also the managers. I am honestly not happy and I am truly disgusted with the way you guys operate. Why in the world would you take out money before a date that we both agreed on. The calls are recorded it so you need to go back and listen to them and you will clearly see how on August 18 The agent stated that she would take the money out on September 4. The money still has not been returned yet and my services have been disconnected once again so I had to pay an additional $79 on top of the $71 that was taken out of my account without my authorization. Hopefully this will get your attention and this will also get the attention of other Time Warner customers to check their accounts to see if money has been taken out without their authorization.Desired Settlement: Not only what I like a refund, I would also like a credit to my account. I would also like to speak to the highest person that I'm able to speak with to get confirmation that this will never happen again and you all will not take out money without my authorization.

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused. Ms. [redacted] was contacted by Time Warner Cable about her complaint and was advised that the bank fees can be waived due to the error. On August 28, 2016, a $30.00 credit has been applied to the account for a return payment for $79.24. Ms. [redacted] will need to provide a copy of the bank statement if more fees were charged to the bank account because of the unauthorized payment on 8/27/16 instead of the requested date. Any adjustments made will be applied the account and will not be issued as a refund. Ms. [redacted] was advised of the offer and released the call. The attempt to call her back, the call was transferred to her voicemail. Time Warner Cable apologizes again for the inconvenience and considers this issue resolved.Thanks,Time Warner Cable

Review: I got Time Warner Cable in May. of this year. I had a lot of problems with the service, because the technician told me that the modem I had bought would not work with the cable service. He put Time Warner's modem on. There was nothing wrong with the modem that I had bought and it took a lot of time to correct the problem he had caused. One of the times that I called the company a girl told me that because I called that day I could get the highest speed internet possible for $36.99, $20 off the price for a year as a promotional deal. I said yes to the deal. About a month later I checked my internet speed and it was 15 not 50 where it should have been. I called Time Warner and I was told there was never a promotion deal and I was laughed at. I asked for a supervisor and never would a supervisor call me back. I ask if the clerks are paid commissions for every upgrade that they get, but no one would answer me. Finally I got a supervisor today. She said that someone will listen to the phone call and see what was said. Kara said that they don't have a code to give me the deal I was promised and there was no way they could give me that price for the high speed internet.Desired Settlement: I either want the deal I agreed to or $20.00 off my bill for the service I have now for a year.

Business

Response:

RE: Customer: [redacted] Case ID: #[redacted] Mrs. [redacted] account was reviewed and we were able to upgrade her current internet from standard to extreme at no additional cost. Time Warner Cable apologizes to Mrs. [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, TWC Communications

Review: I scheduled an order for the $89.99 bundle package for TV, internet, phone for my new address through Time Warner Cable in store, in person on 07/05/16. The woman I spoke with told me that the grand total for this package would be $109.50 monthly 'after taxes'. I agree to this and scheduled an appointment for free installation on 07/06/16 at 2pm.I was at home waiting for the installation person at 1pm. This person was a no-call, no show for my appointment. I called the customer service line to ask what happened, and they told me that the installation tech claimed he showed up, but no one was home. Not true! I had been waiting for him for hours. After numerous calls to them and demanding to have someone install my services that day as was agreed upon, they did finally send someone out at 5-6pm. This installation representative was clearly agitated to be bothered with me (he complained to dispatch within earshot of me, that he was supposed to be done at 6pm), but I was grateful he came at all. So I was upset by his rudeness but courteous to him, nonetheless. He seemed in a rush to leave as soon as he got there and explained none of the features of the services I was paying for, nor how to properly use the cable box, phone, or modem. Later that night, I realized that he just simply never set up the cable for my bedroom or my home phone altogether. I don't know what he was doing in my bedroom if he wasn't setting up the cable or phone in there.The worst part of all was when I paid for the service the day it was set-up, the agreed upon price that was given to me in person at the Time Warner Cable store turned into $120.10! I asked how this happened, and was told it was tax. But the woman in the store location told me that the price would be $109.50 'after taxes'. It was a typical 'bate and switch' situation they had me in and I had no choice but to pay it with the install tech standing in my living room impatiently waiting for payment. I later called customer service to ask about it, and the woman over the phone first seemed confused altogether, then tried to convince me that either way, it was a good price. It was clear she was blowing me off. Well, it doesn't matter if it's a good price, it isn't the price I agreed upon! I am wary to continue with or recommend Time Warner Cable to anyone with the experience I have had.

Product_Or_Service: cable, internet, phone

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would ask that my complaints with the installation technicians be noted to Time Warner Cable and corrected, so that this terrible situation doesn't happen to any other customers in the future. I feel the price I was quoted in person should be honored, especially considering all of the trouble I have been through with Time Warner Cable thus far. So, I would also ask that my quoted price of $109.50 monthly 'after taxes' be honored, as that was t

Business

Response:

RE: Customer: [redacted] Case ID: [redacted] We reviewed [redacted]’s concerns regarding the contractor installer and pricing sold. We apologize for her customer experience and will forward to the appropriate department to review the behavior of the installer. Her account indicates all service have been working as of 7/7/16. [redacted] was sold a package for $89.99 before tax when at the local retail store on 7/5/16. However, there is an additional monthly cost for a DTA cable box. A monthly rental fee for the modem was added on to the order. In addition there is a Broadcast Fee and Sports Programming Surcharge Fee, which makes the monthly rate at $111.99 before tax, $120.11 with tax. We apologize if the customer was not informed of the extra fees and expedited for coaching. However, we are unable to change the monthly cost to $109.50 after taxes. If [redacted] has any further questions or concerns, she may contact Customer Care at ###-###-#### and speak with a member of Leadership. Time Warner Cable apologizes to [redacted] for any inconvenience. 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

Consumer

Response:

Review: I was quoted specific services and a specific price. When the technician came to set up services, he stated the products I was getting were different from what I was told I would be getting. I called Time Warner to fix the problem and they kept stating that I needed to pay more than what they quoted me to get the products they originally told me I could get for that price. I asked to have the tapes pulled and the supervisor told me even if they pulled the tapes that I could not get what I was told I could get. The Supervisor refused to make it right.Desired Settlement: I want the products I was quoted at the price I was quoted.

Business

Response:

On 7/13/16 Ms. [redacted] contacted Time Warner Cable to establish service. During this conversation, Ms. [redacted] requested to have the whole house DVR system on 3 TVs. Ms. [redacted] was offered this service for a monthly rate of $155.49 before tax. At the time of installation, Ms. [redacted] only had 2 TVs available so the technician was only able to install the 2 outlets with the whole house DVR service. Ms. [redacted] called back in to have the additional outlets added to her account but expressed that she did not like the way the whole house system operated. Ms. [redacted] was looking to have all 3 TVs with full DVR functionality, with a whole house system you receive one DVR and 2 playback boxes. This was changed on the account and scheduled for 8/1/16 installation for a monthly rate of $169.97 before tax. Ms. [redacted] was provided with the services that were discussed during the initial installation call. Due to the changes she had requested the price would increase. Time Warner Cable considers this matter to be resolved.

Consumer

Response:

Review: In mark ok to withdraw payment Warner did not got a call in April made payment of 201.21 n agreed for them to take payment of 196.06 on the April 6 it posted on April 9 .4 times was withdrew 2 times was put back they still owe me one payment of 196 .06 .went in on April 9 did a ticket they said it will take 3-5 days to get reimbursed.went in on April 16 they said they closed ticked because they are putting the payment to next billDesired Settlement: Reimbursement

Business

Response:

Good morning We reviewed the account and complaint. On 5/6/16 the Federal Reserve System processed duplicated files over that weekend. Customers may have seen up to 3 transactions pending in their bank account activities. If the pending payments were paid by the bank we would need a copy of the statement showing more than 1 payment was paid. The statement can be faxed to [redacted]. Once the statement is received we can process a refund for the customer. If there are any questions or concerns we can be reached at [redacted]. Thanks

Business

Response:

Good afternoon This information was provided to us VIA fax on Saturday 5/21/16. We processed the request for refund on Monday 5/23/16. This request was completed and manual check was issued. We spoke with Ms. [redacted] and explained that it will take 7-10 business days to be received VIA US Mail. Ms. [redacted] has our direct contact information if there are any additional questions or concerns. Thanks

Consumer

Response:

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

Review: I was charged for an additional 3-4 days of service.

I called to cancel on 7/14, but the automated response said the office was closed.

I called in again on 7/15 and was told my final balance was $18.99, which I paid immediately.

I returned the equipment.

I received the final bill with a balance of $27.00.

I called in and was told I was charged for service through 7/18.

Billing cycle 7/12-8/11

The bill should have been for service from 7/12 to 7/14, not 7/18.

The balance should be $0.00Desired Settlement: The balance on my account should be $0.00

Business

Response:

We reviewed [redacted]’s former account. Our findings indicate that he requested all services be disconnected on July 14, 2016. Unfortunately, his services continued to bill until July 18, 2016. We have corrected the billing with a $27.00 credit adjustment. We notified Mr. [redacted] that his former account with our company currently has a ZERO balance. We have completed our investigation of this matter and consider it closed. Thank you

Review: time warner cable promised a 300 visa card when I switched from [redacted] to them

when it came time to register for card. on the website it said I needed old [redacted] bill to upload I did not have a bill and [redacted] could only provide account number.

I called twc spoke to rep who told me that he would put work ticket in because the website would not let me do anything with the account number.

got email today saying offer expires 6/30

called reward center at time warner cable spoke to rep who said they got ticket and was waiting on twc to send waiver and I should call twc

called twc customer service and they had no idea about a waiver

called reward center back spoke to anther rep who said we do not ask for waviers and you have to call the retention dept

called retention dept and they said note said issue was resolved and I should be getting card

twc rep said her notes said I was told I needed proof of [redacted] bill or I would not be eligable for card and they called a left a msg both are not true because I was not told that and I don't have a ans. machineDesired Settlement: stop false advertising

Business

Response:

Good afternoon We reviewed the account and complaint. Unfortunately the customer would have to meet all requirements to qualify for the gift card. The customer would need to place a complaint with [redacted] if they are refusing to provide a copy of his billing. The reason for needing the bill and not the account number is to show that the services were active at the time of switch and in the current customers name. [redacted] would not provide those details to anyone beside the customer. Without proof of switch the account is not eligible for the gift card. If there are any questions or concerns we can be reached at ###-###-####. Thanks

Review: Started off with the calling customer service and that where everything went wrong, competitive prices maybe are available but you get exactly what you paid for. If you want to get lied and then told you are stupid and eventually put on hold for an hour and at the end threaten monetary then TWC is your next cable company. They will say anything you want to hear and whatever it takes for you to sing up and no worries, they have no contract but if you sign up for one of the promotions like I did to get 300 dollars back after 3 months of being a customer it’s been 9 months and still nothing and if you try to leave their customer retention is very experienced at making treats at you and letting you know if you touch your programming or try to cancel you will never see your money and you will pay even more. But not to worry there is no contract. When you ask to speak to a supervisor they wouldn’t not allowed that to happen, she got me to the point where I had to raise my voice and really got me stressed out and came back on the line 6 times to try to negotiate to transfer me to a different department and her supervisor was her friend who didn’t even care to ask me a question he straight up told me if I’m not happy there is a place for costumers like me.Desired Settlement: Not sure business will offer any resolution, they made that very clear.

Business

Response:

RE: Customer: [redacted] Case ID: [redacted] We reviewed [redacted]’s concerns regarding his Gift Card and money from Starz. From our research, an install work order was placed on 5/10/16 for Mr. [redacted] when he was informed of a Gift Card promotion. Service was installed on 5/14/16, which billing began. The Rewards Website at [redacted] currently shows as of 8/25/16 he stayed in good standings for 90 days that ended 8/13/16. At this time the gift card is being processed, but not been shipped out yet. We ask that Mr. [redacted] keep checking the website to see when the item (gift card) has been shipped out, then to give at least 2-4 weeks for delivery. A representative informed Mr. [redacted] of steps to take in getting $50 from Starz. Time Warner Cable apologizes to [redacted] for any inconvenience. 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

Consumer

Response:

Review: On February 15, 2016 I called TIme Warner Cable because my bill went up. I spoke with a supervisor who gave me a different quote. My first payment was $128.50 and then my next month bill was to be for $140.06 for a year. The supervisor explained that my bill will go up $5 dollars on August 31. They have sent me papers saying that my bill is delinquent. I called last week and spoke with someone who said that they would have to have someone look back at my bill and call back a week later. No one has called me yet. So now my bill is $200.81. I spoke with another supervisor today 7/15/16 and he told me that the first supervisor failed to tell me that the bill would go up so I continued to pay my bill of $140.06. I have a pass due of 58.00 because of I don't know why. The first supervisor explained to me that the $140.06 that I would pay would include taxes with it. So my actual bill would be 132.00 plus tax and the end result would be $140.06. Here it is not even August yet and I have a bill totally different from what was told to me. I asked this supervisor ( David) for corporate number to further discuss this matter and he told me that he couldn't provide a phone number for corporate or transfer my call.Desired Settlement: That my bill stays $140.06 for one year as they promised me

Business

Response:

Good afternoon We reviewed the account and complaint. Ms. [redacted] spoke to a supervisor on 2/10/16 & 2/11/16. She was promised $133.46 before taxes. Ms. [redacted] should have been informed that we do not guarantee that services outside of the promotions and are subjected to increase with notification. We notified all customers in their January statement that the price of the Broadcasting Fee, Sports Broadcasting Fee and Modem Lease fees were going to increase. These fees were not included in a promotion and changed. We are unable to verify the call so we have added new promotions to lower the price back down. The price is now back down to $133.46 before taxes and $140.82 after estimated taxes. The campaign that was set to expire for the august billing has been renewed and the promotions are good until 5/2017 not 2/2017. With these promotions we do not guarantee the price of 1 DVR box and service, and the fees listed above. These 5 services are subjected to change with notification. The promotion for the TMC and SHOWTIME will expire before the other campaigns for it was a free promotional rate and cannot be re-new. It will automatically remove those channels when the promotions is up. We have credited the billing $55.36 for over charges and the current balance due is $132.18. This is the balance for the July billing statement. The August billing statement will reflect the new rate. If there are additional questions or concerns please feel free to contact us at ###-###-####. Thanks

Review: Time Warner disrupting my cable because of lack of payment so I called them and made a promise to pay for later date which is July 11 2016 when did they have came I call Time Warner advice them that the funds were available and wanted to know if they can restore my service whatever the payment was for $78.90 well nevertheless they took the payment out twice 1 for the 78.90 and then again for 78.88 which cost them to overdraft my account they have been promised to refund the money I have faxed over my bank information and they also promise take care of the overdraft fee well it's been almost a month now and they're telling me they can't refund the money can you please helpDesired Settlement: Refund

Business

Response:

Good Morning, After receiving Ms. [redacted]’s complaint we reviewed the account fully and spoke with her on 8/3/16. We provided Ms. [redacted] with our direct contact information and requested she fax us a copy of her bank statement to review in regards to the overdraft fees she is requesting. As of 8/5/16 we have not received this information. We attempted to reach Ms. [redacted] multiple times with no success. She requested calls after 5pm when we did reach her however we received no answer with these attempts. She has been provided her advocates direct contact information should she wish to pursue this matter. Thank you.

Review: I was a Time Warner Customer and have not had their services in 2 years. I paid off the balance I had and returned the equipment to the Garfield Heights store location. I have been contacted by time warner several times upon paying the remaining balance and returning the equipment. They have placed this on my credit report I have paid and I wish they would not call anymore.Desired Settlement: For Time Warner to remove the information of my credit report and never contact me again.

Business

Response:

RE: Customer: [redacted] Case ID: [redacted] Dear Mr. [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding Customer’s name complaint. Time Warner Cable has investigated Mr. [redacted]’s account. We applied a credit in the amount of $206.69 to Mr. [redacted]’s account bringing his balance to $0. We has also notified the appropriate collection agency that the debt has been satisfied. Please note that it can take up to 30 day for collection agency to update their records. Time Warner Cable apologizes to Mr. [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

Review: I made a payment for service in January of 2016 for $1200 which left a credit on my account in March of 2016 I received a bill for over $800 I called them and the representative I spoke with said to disregard the bill because I still had a credit on my account April 2016 my service was disconnected when I spoke with someone they told me that my payment had been reversed but my bank does not show this transaction and time Warner cable was unable to provide me with a trace id # to give to my bank to find out where my money has goneDesired Settlement: I would like a trace id # to find out where they sent my money and to find out why they reversed the payment at all

Business

Response:

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. Ms. [redacted] concern has been investigated. Mr. [redacted] spoke with our Banking Services Department on April 27th 2016 and on that call she was made aware that TWC does not have a tracing number to provide her banking institution. It was also explained to Ms. [redacted] that TWC does not have the funds in question since the payment was disputed and charged back to her bank account. Ms. [redacted]’s bank would have provided the credit at the time of the dispute. 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

Review: Cancelled my service 8/2/16, received final bill 8/15/16 and paid final bill, they cashed my check on 8/23/16, but they put my bill in collections on 8/2/16, without having any previous balance or money owed to them. In speaking with the collection agency, thye stated they have had many complaints on Time Warner for not even sending out bills to people and immediately putting in collections. I work hard to keep my credit rating high and they are ruining it!Desired Settlement: Removal of any negative credit on my credit report, and any other fines against Time Warner should be given for putting bills into collections that are not warranted.

Business

Response:

Time Warner Cable reviewed Ms. [redacted]’s account. We verified that the account is paid and there is a $0 balance. Time Warner Cable follows a Pre-Charge Off program for recently disconnected accounts. This program initiates a stage in which an agency pursues an unpaid balance for accounts 21 days after a voluntary disconnect is completed. Ms. [redacted]’s account was placed into a Pre-Charge Off stage on 8/22/16. Since payment was received on 8/23/16, the account was recalled as this payment settled the debt. The account was never actually sent to an outside collection agency nor reported to a credit bureau. Time Warner Cable apologizes to Ms. [redacted] for any inconvenience this situation may have caused.

Consumer

Response:

As a loyal customer, I have to call in at least two times per year to renegotiate my terms as they randomly "expire" my promotions, on different dates then they originally set. These calls typically take 1-2 hours speaking to at least 4 tiers of supporting before you eventually talk to someone that can help you. This time, the accounts manager was blatantly rude to me and told me on multiple occasions that my opinions were wrong and that my history with the company is not correct when I'm the one that lived it. As an office manager, I know how to treat difficult customers, and that is not how. In addition to the ridiculous prices, we have technical issues on average once per month.","neg-6

Time Warner will not accept my credit card payment.- I have Time Warner internet service at my home in NC.- I have had it paid automatically by CC for years- This year my CC company made a mandatory change to my account #- On receipt of my FIRST notice from Time Warner that I had an unpaid balance (two months), I called to pay via my new CC number and update my auto pay.- Despite of 30 minutes on the phone, both customer service and billing departments said it was policy not to accept my CC payment with the updated account info.- I am happy to pay. In fact, I told them I want to pay, but they are refusing payment. The representative finally admitted that they are indeed refusing payment, but that is a policy that she can not override in the system.Desired SettlementEITHER:1) accept my payment via credit card, as I am not in the local area...or...2) Refund the amount due, close my account and terminate my service.Business Response customer contacted issues resolvedConsumer Response I am satisfied with the company's response.They allowed me to update my credit card info and pay, which is what I asked for to begin with and throughout my hours on the phone with different Time Warner agents.Final Consumer Response

Review: I have been charged for a service I do not have for 19 months and they will not give me my money back that I paid for 19 months. It is my money that I gave them for a wifi router they never gave me.Desired Settlement: I would like every penny I gave them back for something they never gave me when I called and told them and they said they will drop it off and never did!!

Business

Response:

We reviewed the customer’s complaint. Our findings; [redacted] called Time Warner Cable to request a router, however the work order was not processed properly. The account was previously issued a credit for 1 month of Wi-Fi charges. We have issued an $89.82 credit to resolve the additional overbilled Wi-Fi charges. We have completed our investigation of this matter and consider it closed.

Review: I have been on hold for on the via trying to understand my billing problem for over 40 minutes now. I have also contacted someone via internet chat and they are not even explaining/talking to me about the issue. I scheduled a payment to be taken on 5/11 from my account through the Time Warner site when the bill is due 5/15. I see that the payment was taken out of my account on 5/16. I look at my account online and it says that I have a bill due on 5/15 even though it shows it was paid on 5/16. There is no one else I am able to contact or a way to resolve this issue. I do not want their mistake to reflect on me negatively.Desired Settlement: I want this issue to be fixed. I do not care about an adjustment I just do not want this to show as a late payment.

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused. Upon receiving Ms. [redacted]'s complaint, the account was investigated for payments made 5/11/2016 to 5/18/2016. The results show a website payment was made on May 11th with a Visa card in the amount of $34.99 and processed as a one - time payment which posted on May 12th. On April 26, 2016 a Master card was setup for autopay and to post the payment on 5/15/16 for $34.99 but the payment was rejected. On May 18, 2016 a Visa payment for $34.99 was made on the account. As of 5/18/2016 the balance shows a credit of $34.99 due to the 5/12/16 payment and the 5/18/16 payments posting. The account was not charged a late fee due to Time Warner Cable allowing payments to be made 9 days after the due date before a late fee is charged on the bill. Sincerely, Time Warner Cable

I have been with time warner cable for about 6 years. I never had any problem until I had to cut back on my services due to the fact that I mostly job and could not afford there ever rising prices. I have a bill due of 86 dollars due on the 24th of Jan. So, I called to report some downed cable lines and could not get through. Every time I called I would be transferred to billing. So, I spoke with billing in hopes they could connect me with someone who could help, no such luck. I was harrassesd, the agent would not listen to me, repeatedly he spoke over me so I could not speak and he would not allow me to speak with someone over him. After that he just stayed on the line and said nothing. My bill is not due until the 24th of January, at least that is what' it says on my statement. Today is January 14th.
No one will speak to me at this company until I pay a bill that is not due for another 10 days!!!!! This is very poor customer service.","neg-9

Sale Promotion of service for Triple Play for switching from prior company included $300.00 Reward Card. Time Warner is refusing to honor commitment oFalse Advertising/Scam to promote businessMarch 9, 2016 Sales & orders New Service Ref #[redacted]. Customer code [redacted]. Will need redemption code given after install of TV, Phone, Internet on April 1. Should go to TWC Better Reward.com (upload bill from DirectV showing cancellation and return of equipment) Received first bill from Time Warner on April 12th (stating Payment due date as April 13th). Called them on April 13th to receive Redemption code for $300 reward card. 1st excuse, payment is late not eligible.(this is a new address, just relocated) after 1 hour on call, asked to speak to supervisor. Supervisor [redacted] opened ticket Re:redemption code Ticket #[redacted]. researching for eligibility, call back in 3 to 5 days to:1-800[redacted] Use this Email(doesn't exist)[redacted]. 4/18/16 Excuse for no redemption code(all in same day, 5 different people, 1 hour 50 minutes on phone) Not eligibleBill not paid on time,Passed offer date,(still advertised on website April 19.Will not honor promo code, offered with wrong promo.No longer in effect.Everything is handled electronically- no one can manually override the error to make me eligible. Time Warner is refusing to honor their deliverance of Reward Card. I am not satisfied with all the excuses that were given to me. It was their offering of the deal that helped me make the decision to switch from the other company.Desired SettlementAm only asking to receive the $300.00 reward card that was promised to me for signing on with Time Warner service. Find the lack of communication very frustrating to be passed off over and over again to different agents with no results.Business Response Upon receipt of the complaint research was done by an Executive Escalations Analyst. Attempts to contact Ms. [redacted] via telephone over multiple days have been unsuccessful. We have left messages including a contact person's name and direct phone number on each attempt to contact. We are currently waiting on a response from Ms. [redacted] Consumer Response Unfortuneately, I have not received any messages on my home phone or cell phone in regards to this matter. I would be most appreciative if someone would contact me to discuss this matter. My home number is as follows [redacted]. My cell # is [redacted]. Thank you in advance for attention to this matter. [redacted]Final Consumer Response May 5th, 12:50 pm. received call on my cell phone from [redacted] of Time Warner, Apologized for miss givings and problems I have encountered with Time Warner. Could not offer me #00.00 gift card, but would issue me a $300.00 credit to my Time Warner Account. I accepted the offer as satisfactory and thanked her for responding to me. Thank you Revdex.com for your help and attention to this matter and helping to get a solution to this dilemma. [redacted]Final Business Response Upon receipt of the rebuttal research was done by an Executive Escalations Analyst and contact made with Ms. [redacted]. Executive Escalations Analyst has resolved Ms. [redacted]'s concerns to her satisfaction. We have completed our investigation of this matter and consider it to be closed. Please do not hesitate to contact me if you have any questions or require additional information regarding this matter.