Time Warner Cable

Time warner has been improperly billing each month. They have agreed to correct our bill but refuse to refund the overpayment from previous months.We originally had Time Warner Cable (TWC) in New York and moved to Durham, NC in August 2015. Prior to moving, we agreed to a contract price of $149.37 per month and were told to leave our equipment (TV boxes, cable modems etc.) in NY. When we arrived in Durham, the TWC installer did not bring equipment to perform the installation and thus we were forced to reschedule. In the confusion, TWC unbundled our services without our authorization and then refused to honor our original contract price of $149.37. Instead we were charged nearly $180 per month. After dozens of hours and attempts to resolve the issue with customer serive over the past several months, they have agreed to adjust our bill to the originally agreed upon price. However, they refuse to issue full credit for the amount we were overcharged. We were told we could only be issued a $50 credit and are still owed $123 dollars.Desired SettlementWe were overbilled (which TWC admitted) a total of $173 over the course of several months. We were told that we could only be refunded $50. We are asking for a full refund, including the remaining $123 TWC is refusing to pay.Business Response Upon receipt of the complaint research was done by an Executive Escalations Analyst and contact made with Mrs. [redacted]. Executive Escalations Analyst has resolved Mrs. [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.

requested service 1st installer wanted to ground cable to side of power meter box
told him no that it would be a improper ground and didn't follow proper grounding and bonding code. said he had to install that way I told him no he left.
I asked that a supervisor come out made apt for supervisor instead 2nd installer came out still did not want to do proper install and left. both times I told sales what need to be done for install both times installer had no ideal about what needed to be done. I have 37 years exp installing communication cable I am also a Bicsi trained
technician. If I tried to install communication cable like TWC I would lose my job
worst company I have tried to conduct business at the age of 57","neg-3

For the second time they have sent out incompetent people to perform work on their
services. They have cut lines on AT@T phone lines and on Direct TV lines. Disrupting services until it can be restored by the affected company. Time Warner is over stating their quality of services and work. This complaint will be echoed to the [redacted] and also the [redacted].","neg-8

I have spoken with twc multiple times to have my internet fixed
They have come
Out and changed the cable to my hkuse and this has not worked
I have had multiple service calls and these have not workes
Most recently they sent me a new modem
This modem does not work
I was schedules to hVe a supervisor come
To my house tonight to fox the problem
I received an email confirming the appointment and I also called them and confirmed
They never showed up
When I called them , I was told someone called me but I have no record of a phone call nor a voicemail and tec cannot find a record of why the appointment was chnaged
I receive a long list of sorrys but no help
In the meantime I am charged for the service I dont receive
This company does an awful job with customer service and delivering a product that people pay for
They are unreliable and impersonal
My children cannot do their homework and my wife and I cannot do our work as required by our employers
The phone number to my account is XXX XXX-XXXX
Everytine I call twc they review my record and admit what bad service they have provided","neg-10

Time Warner Cable is extremely difficult to do business with and overcharges customers for services they never purchased. TWC makes a lot of money overcharging people for cable boxes. Beware in doing business with TWC. They have a lot of hidden charges and make it very hard to dispute any overcharges. I spent 30 minutes on the phone with TWC working to resolve a charge on my account that I didn't agree to the service for. When I thought everything was resolved and my balance was 0, I received a bill for the previously contest charge AND an $80 charge.","neg-2

Time Warner does not keep their install appointments as advertised. When they are unable to keep an appointment they place the paid customer behind those with appointments after them, delaying the install for several days. False advertisement is a regular practice of this company. I suggest that you not do business with this company unless you have no other choice!","neg-7

Bait and SwitchI've spent approximately 5 hours of the last 24 (January 7-8) dealing with 5 agents from TWC, each of whom told me something different; the last informed me that I'll need to speak to a 6th person tomorrow in order to attempt to resolve the issues with account number XXXXXXXXX and my January 2016 billing. It began with questioning a rate hike and being provided incorrect information about it. When I asked to cancel the services, I was supposedly transferred to Retention, but the guy who answered was not with that department. Agent 1 and Agent 2 told me conflicting things, and when I finished with Agent 2, I noticed that my bill had changed online, but that the numbers did not calculate. Then I contacted Agent 3 using chat to avoid the long wait times, to try to be clearer, and to have a record of what I was told. The conversation required lots of repetition and basic math that did not work. I clarified REPEATEDLY the terms of my service with the third agent and have the written transcript, which includes the following:____________[redacted] Your monthly rate for cable service is $63.57, for Internet service is $36.92, Hence, your monthly rate is $104.96 (including taxes and fees).You: So, if I have my bank pay $105/month, I will not get late charges. What happened previously is that I'd be told what to pay, then the amount would change the next month, causing me to have late charges on the difference.[redacted] Yes, do not worry I will apply a credit for you on your account for a late fee. [redacted] Your satisfaction means a lot to me.You: Ok, so I pay 105/month. Is there any change in the plan from what I had previously? The last guy told me that I had to turn in my DVR.You: the person before that said I was reduced to 20 channels, which I can get without cable[redacted] Do not worry, you are getting the same package and channels and the DVR service is also active on your account.___________Despite this agreement, however, the DVR service was disabled by TWC. The 4th person with whom I spoke told me that would require an additional charge, contrary to what I have in writing, which I provided several times. I pointed out that this was Bait and Switch and was illegal, so I was transferred to the 5th person. After repeating the details many times, he informed me that I would have to speak to someone else tomorrow. He also couldn't explain why my outstanding charges had not been corrected as the person last night told me they would (I have that in writing also); he told me that I would need to speak to the 6th person about that. Ironically, all these agents have to tell me what a valued customer I am. The legality of promising something in writing and then changing it aside, this is not how valued customers are treated. It is dishonest practice, as is telling me there is no cheaper plan, when my plan PLUS phone is offered at a much cheaper price to first time customers. Valued customers would receive discounts for 10 years of loyalty, not be the recipient of lies, misinformation, rate hikes, run-arounds, constantly malfunctioning service, etc., etc. The presentation is one of "if we waste enough of your time, you'll just go away." (Reallyit takes 6 people and 5+hours to give me what you told me? You needed me to remove all the cables from the DVR and give you the serial number to see if it would work when you had in front of you the fact that it was disabled?)The survey that is presented once the session closes adds insult to injuryHow likely am I to recommend TWC to friends/family? Was that a joke? Pretty much everyone I know with TWC service has horror stories about their business practices and how the monopoly they hold on the market allows them to treat their customers deplorably. Treat me like a "valued customer" and show some integrity, and I'll consider it.Desired SettlementMINIMALLY the deal offered in writing last night should be honoredI should be receiving the same services that I was in December for $104.96. If the company wants to treat me like a valued customer and acknowledge how much valuable time they have wasted and show some concern for how wrong these practices are, they would AT LEAST offer me the advertised price of the three services (or even just the two that I currently have) for the $89 that they provide for people who haven't been loyal customers of 10 years.Business Response Upon receipt of the complaint research was done by an Executive Escalations Analyst and contact made with Mr. [redacted]. Executive Escalations Analyst has resolved Mr. [redacted]'s concerns to his 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.

TWC has known for years a problem with their email servers, called a latency problem. They have promised for years we are working on it but still 4 years later, no solution. They offer no "automatic" credit for down time, since their computers alert engineers of system problems. You call and the customer reps try to put the issue back on the consumer. I know the latency issue does exist because an engineer told me directly when I called to complain about the issues with a service tech present in my home. Then the month of September they raise my bill without reason.","neu-1

I have been told twice that a new cable box would be sent to me overnight, I still don't have full cable and have been to TW store twice to get boxes.I pay 175.00 a month for cable for tv/internet and phone. While I do have fast internet and can get basic channels, the HBO and Cinemax channels have not been available for over a week. I went to the TW cable store on Maynard road and returned my old cable box thinking that would fix the problem. I was given an old beat up box that was not even the same color as the old one, it also did not work. I called and finally talked to someone at TW and they assured me they would send a BRAND NEW box over night, after three days I gave up and again went to the TW store. This time the wait period was so long I could not wait for assistance so I called TW again. I talked to [redacted] this time on 8/4/14 at 12:55 PM. After telling her my situation she assured me she would send me a box, couldn't guarantee color or new but she would send one overnight and waive shipping.(shipping was never mentioned on the first call) Two days later I still don't have a box except the old one that will not pick up my premium channels. As a whole TW has done a pretty good job with service and support, if you wait for the prompts on the phone. However, this time I am not happy with the service and still am not receiving the service I am paying for. I actually pay more for cable than my power and my whole house is electric. But, I did agree to the price.I need someone to fix the problem, I have been a customer for over 25 years and never missed paying even a single bill. I should be treated better than this.Desired SettlementI just want to receive all the channel I am paying for and maybe get a modern cable box that is all black to match the rest of my electronics. A reduction in price would be nice but I probably will not cancel if I do not receive a reduction.Business Response Upon receipt of the complaint, research was done by Technical Lead [redacted] and Escalation Analyst [redacted], and contact made with Mr. [redacted]. Repair crew were sent to Mr. [redacted]'s home to complete repairs. Once completed Mr. [redacted] confirmed his 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.Consumer Response I was satisfied with the response and the work done by TW. I appreciate the quick service.[redacted]

Time Warner increased my monthly bill to a plan I did not authorize and has charged me for service I do not receive. They did not contact me or offer explanation on the bill. This is audacious.
After being placed on hold for 30 minutes when I asked to speak to a supervisor, I have resorted to this.
They have a monopoly in my area. If I had another choice for my internet service, I would leave Time Warner immediately.","neg-5

TWC has failed to correct billing errors showing I owe more than I actually do. I moved my business into office space and opened a business class internet/phone account with TWC. At the time my acct. was set up, I was given the regional acct #XXXXXXXXX. I received a bill in the amt. of $439.88. I paid the bill and referenced acct. #XXXXXXXXX on the check. The next month a bill came but this time it had a diff. account # on it. I found out later that for some reason I was switched from a reg. acct# to a national acct. #. When I paid that bill, I started ref. the new acct # XXXXXXXXX. I also noticed that this bill had a balance of $439.88. On 5/17/13 I called the national billing center and spoke to a rep. named [redacted] and was told that they didn't show where I paid that first bill. Since I paid with my banks online bill pay, I called my bank and got a copy (front and back) of the cashed checking showing where TWC had cashed that check. I emailed the cashed check along with the two diff. account #'s to [redacted] ([redacted].com). [redacted] opened case #XXXXXX and said this would be taken care of. The next bill came and it still showed a balance of $439.88. I emailed [redacted] again on 6/10/13 asking him to have a manager call me. He responded that he escalated the case to management and someone would contact me asap. No one contacted me, so on 6/19/13 I emailed [redacted] to state that no one from TWC had contacted me. He apologized and said he would again request a manager reach out to me. No one did and I emailed him again on 8/22/13 asking a manager to call me. Again, no one called and to this day I continue to get a bill showing a balance of $439.88. I am very frustrated because this should be a simple matter to resolve.Desired SettlementResolve the billing issue so I show a $0.00 balance.Business Response We have forwarded this issue to our Commercial Services Escalation Team for resolution and customer contact.Consumer Response We are a business and suddenly back in Feb. we stopped receiving a monthly bill from TWC. I called sev. times and finally received a large bill.Our business used TWC for internet and phone. After battling for months to have a billing issue resolved, (which was resolved only after after filing a report with Revdex.com-you should find that complaint on file as well), we stopped receiving a bill in Feb. 2014 from TWC. I called TWC and requested they send us a bill. I was hesitant to send in a payment without a bill because I was not sure which account number they had us listed under. If you look at the previous complaint filed with Revdex.com you will see TWC had our business listed under two different account numbers. We started out with a regional account #[redacted] and then we were switched to a national account # [redacted]. However, when I called billing and gave them my national account #, they told me that was only a billing account number and my actual account number was something else (sorry, I don't have that account number). The TWC representative went on to say she didn't know why but she could see that our account was flagged to not receive a bill. I asked her to send me a bill as we are a business and need to pay our bills each month. She said she would check into and I would receive a bill the following month, which I did not. I waited a couple of months and called the national billing number again. I again spoke to a representative who told me it was strange but I was flagged to not get a bill. I again asked for a bill and she said she would escalate the matter to her manager and someone would call me. I continued to place a call every couple of months asking for a bill and demanding I get this resolved asap. Each time I was told they would have a supervisor call me but I never received any correspondence from anyone at TWC. Finally I was so frustrated at not receiving a bill that in Sept. I switched my service to [redacted]. Low and behold, I received a bill in the mail from TWC for $2619.13 for Feb.- Sept. I am disputing this amount because I feel it is not fair to bill me now after I begged for months for a bill. Also, if you look at the previous Revdex.com complaint I filed, you will see that I have been battling TWC for more than 2 years over billing issues. I am willing to pay 50% of the bill, but no more than that. This company has been an absolute nightmare to deal with.

Placed order for $106.22 and now billed 121 every month. Time Warner Account#: [redacted]Placed order for DVR. Before accepting the placement of order over chat, the salesperson confirmed the total of order to be 106.22 inclusive of taxes. I have copy of complete chat transcript where the amount of 106.22 was agreed before placing the order.The order was placed for certain agreed upon amount and now TWC is charging me more.More than five calls and multiple chats resulted in no resolution. TWC seems to be adopting deceptive sales practice to entice customer with lower price and then start charging more.Desired SettlementCredit for past over-charge, Monthly bill to be 106.22 inclusive taxes and courtesy credit for all the time wasted resolving this issues with telephone and chat agent.Business Response customer contact made issue resolvedConsumer Response ResolvedFinal Consumer Response

Reward ScamI was told we would receive a [redacted] after three month's of service upon purchasing "ultimate internet". This reward was the reason we went with the higher speed service. The order was placed in June 2014 and the install was on July 28, 2014. We were new customers switching from another provider. We were told that we would received a code to pulg into an online form which we never received. Around the first of October we called to check on the status. At this time, I was told that we were indeed entitled to this reward and the information had not been sent. She promised to correct the problem and call the following week. The call never happened. My husband called around mid October to check and was told by an employee that he would handle this and call within the next 72 hours with the information we needed to complete the online form. This never happened. Novemember 5, I once again called and after being passed from person to person (2 hours later) I was told that I was entitled to the reward and someone would call on November 7. On November 6 a representative telephoned stating that we were not entitled to this reward. I'm not sure what is going on with this business. You get passed around from person to person, told you qualify for the reward, told you don't qualify, told someone will call, and no one calls. It seems no two people tell you the same thing. I feel they are promising rewards they never intend to give. I can't imagine a large corporation of their size is scaming people this way. Also, the person I spoke with said I was late on my payment. The service was installed on July 28. The following week, I received a bill. I pay all my bills online so I promptly went to Time Warner's website to pay. I pulled up my bill and the balance due was $0. There was no way to pay online because there was not a balance due. In a few weeks, I received another bill. At that time, I was able to pay and set my payments up on auto pay. Service was received on July 28. The first payment was credited on August 31, the second was credited on it's due date 10/11 and the third is pending for 11/09 (which is when it is due.) Desired SettlementThe[redacted]Business Response Contacted customer resolved issue customer happy with resolution.

I continue to have an issue with Time Warner Cable in reference to their customer service and billing.Every year their prices change, only concerned with new customers, no loyalty for long term customers. Explained to customer service several times that on a fixed income I can not afford for my plan to keep going up.Desired SettlementMy bill went from 178 to 225 in one month...I want to keep the 178 price I had.Business Response Upon receipt of the complaint research was done by an OTP specialist. Mr. [redacted] contacted - advised he currently has the best package for Digital on 2 DVR, Extreme HSD, phone and IH alarm system for $225. - not able to lower rate. Issue resolved. 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.

Yesterday a Time Warner contractor came onto our property to run a cable for one of our neighbors. My wife was home but never did the contractor check with my wife to see if it was ok to access our property. My wife went out to confront contractor to ask why he was on our property? I realize the Time Warner has terrible Customer Service. I should know I am a Time Warner Customer. Common courtesy is not something that is in their vocabulary? One would think that you would be more cautious when trespassing on peoples property?","neg-4

Upon returning from work the afternoon of Monday, June 20th, I noticed 27 of my channels were not available on cable. On Tuesday, June 21st, I called customer service. The first available appointment was Friday, June 24th between 2PM - 3PM which I accepted. At 3:30PM, I called to report that the service tech did not show. I was informed that my appointment was cancelled by someone ? no explanation given as to whom. I assured service Rep that I did NOT cancel my appointment. I asked to speak to the manager who stated no more appointments were available until Sunday, June 26th between 1PM ? 2PM. Again, no tech arrived. I called customer service again. Rep stated he was online with dispatch and service tech would definitely come out on Sunday, June 26th between 4PM ? 5PM. Again, no service tech ever arrived. I pulled up my account online and then called customer service again who stated he showed no scheduled appointment for me on this day. I assured him that I spoke with customer service rep earlier who gave me the appointment! I informed him that however, on my account, without my knowledge, it showed I was scheduled for an appointment on Monday, June 27th between 10AM ? 11AM and that I would not be available because I?d be at work. He again stated that he did not see that on his computer. He asked me, just as the other reps I spoke to previously, to confirm my address and phone number. He informed me his system showed the right address but wrong number. I informed him that the phone number he had in his system NEVER belonged to me. He stated that probably the tech did not show because he called the wrong number! He further stated that the system indicated my address was [redacted] Drive. I told him I NEVER lived at that address and furthermore did NOT even know where it was!! I asked him in the many times I?ve called so far, why my contact information was never confirmed and updated? He had no answer. On Sunday, June 26th at 7:51PM, I received an automated call confirming my appointment (WHICH I NEVER MADE) for Monday, June 27th between 10AM ? 11AM. I called customer service for the EIGHTH time to tell them I did not make this appointment and to inquire how it was made without my knowledge nor consent. The rep told me that the ?other department? made it and also the ?other department? had cancelled my previous appointment and that is why a service tech never came to my place of residence. She then stated the earliest available appointment was on Tuesday, June 28th between the hours of 4PM ? 5PM. I understand that good customer service is extremely hard to get today, but the lack of service I received from Time Warner tops it all ? NEGATIVELY!!! I am extremely disappointed to have paid for a month?s service that I have not received. As of today, and until the next scheduled appointment on Tuesday, June 28th, I will have been without full services for 8 days!!!! Thus, I would like a credit of the monies I?ve prepaid and the services I never received.Product_Or_Service: CABLEAccount_Number: XXXXXXXXXDesired SettlementAs of today, and until the next scheduled appointment on Tuesday, June 28th, I will have been without full services for 8 days!!!! Thus, I would like a credit of the monies I?ve prepaid and the services I never received.Business Response Upon receipt of the complaint research was done by a Specialist with Office of the President and contact made with Ms. [redacted]. Specialist with Office of the President has resolved Ms. [redacted] 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.

TWC sold me services that known to be flawed. They sold me bundled services (phone, internet, and TV). All three services work in a diminished capacity. My TV is pixelating, my phone conversations are broken up, and my internet speed is not what I'm paying for (getting 17mbs vs 300mbs). They can not get a technician out to fix my issue for 9 days. I was told I was not a priority. ","neg-1

In 2013, I opened an account with Time Warner Cable for my apartment. They agreed to ship equipment to my address and I could begin services. The equipment never arrived. I called and told them and I scheduled a pick-up at the nearest facility. I picked my equipment and everything was well. The next year I started getting collection letters claiming I owe $271 to Time Warner for un-returned equipment. I called Time Warner countless times trying to figure out what this was all about. Eventually I was told it was for equipment that was shipped to me and never returned. I explained the situation to Time Warner and they told me things would be cleared up. Once the collection was removed from my credit report all was well. Shortly after the same thing happened again with the same result, and again with the same result. Each time more painful than the last. Every time this has happened I tried to make sure it did not happen again. It is now known that those efforts meant nothing. I have recently gotten another collections report on on my credit report and have lost 30 points from my credit score. That is a total of 4 attempts by Time Warner Cable to collect funds they do not deserve from me. This is completely unfair and not right and is causing a lot of undue stress with no wrongdoing on my part. This needs to stop but it has become apparent that Time Warner Cable will not stop until they get what they want.Desired SettlementFirst and foremost, I would like Time Warner to cease and desist contacting me about this unjustifiable claim of me owing them $271 which I most definitely do not. Second, I would like the negative effect to my credit to be corrected and the points I lost to return.Business Response Upon receipt of the complaint research was done by an Executive Escalations Analyst and contact made with Mr. [redacted]. Executive Escalations Analyst and Mr.[redacted] discussed the issue. 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.

Review: I apologize-I don't have specific dates anymore, as I thought this was resolved. I cancelled my service with Time Warner Cable in May. Shortly after cancellation, they had pulled the next months bill out of my account, as I had an auto-draft set up. Both the FAQ of their website and their billing notices say that they bill a month in advance, so I contacted the company to let them know the billing was invalid and request a refund. They had insisted that the billing was correct at first and were only willing to refund a few days worth of billing to account for the cancellation. After a long phone conversation and speaking with a supervisor, they eventually conceded that it was incorrect and agreed to refund the whole amount, which I believe was around $146.00.

I got a check in the mail that was only for the previously discussed partial billing, around $40.00. At this point, I disputed the transaction that they had taken from my account directly with my bank and received a refund.

Now, I have received a notice in the mail that they are attempting to send my account to collections for the entire billing amount. I do not owe this money, which was agreed to. Unfortunately the company has not been accommodating and has been very difficult to deal with on this matter. I am receiving several collection calls every day.Desired Settlement: I do not want this reported to credit bureaus, and I would like this billing completely off the record.

Business

Response:

We

have reviewed Ms. [redacted] account. On

5/28/2015 Ms. [redacted] requested her account disconnected and all equipment was

returned to Time Warner Cable. This left

a credit balance and refund check was processed for $41.86. Unfortunately

the final payment for $146.28 (service period 5/6/15 to 6/5/15) was rejected

due to Ms. [redacted] disputing the payment with her bank. This resulted in her

current $176.28 write off balance which includes the returned item and a $30.00

fee. Time

Warner Cable apologizes to Ms. [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: Since the inception of our service agreement with Time Warner, we have had ongoing problems with our service. This includes cable TV, telephone and internet. The newest episode of problems came to a head in late November with all three services. There were five or six service calls made in a two week period. The modem and cable box were changed and yet we still were experiencing reception problems especially with our WIFI connection. We were informed that there was a problem on the road and that everything would be fixed within a 24hr period of time. Unfortunately this is not the case and when reporting subsequent outage issues to the service techs, we asked if these issues had been repaired and were not given any information. The last service technician noted the problems with the WIFI and just shrugged it off and replied that Time Warner WIFI is not very good. Needless to say we are having problems constantly especially with the internet. It is not just the WIFI but my computer is hard wired into the system and there are many times when I am unable to work because the signal is so inconsistent I lose connection completely. A new modem has been installed but I seem to be rebooting it once or twice per week. I work out of my home and these outages are so constant that I am unable to work, which is a detriment to my income. Last week the phone, internet, and cable were out for 8 hrs, which meant a total loss of income for me. When I contact TWC the hold times have been so excessive that I have terminated the call after waiting 10-15min listening to the constant commercial recordings about how wonderful TWC is. We have paid this company thousands of dollars for inconsistent service at best. This is becoming a part-time job for me, for which I am not being compensatedDesired Settlement: I would like to finally get the issue of service repaired and rectified once and for all. This has been going on for almost two years and the problem seems to be getting progressively worse. Our bills keep increasing and I am paying for a service that I am not being able to use most of the time. I would also like to see some type of restructuring of our bill for all of this inconvenience.

Business

Response:

Friday, February 07, 2014

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 1/31/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have contacted [redacted] and have escalated the issue with services and currently monitoring the account. [redacted] is working with Supervisor [redacted] Longshore who has credited [redacted]’s account $232.43 for service issues which were reported as far back as November. [redacted] has the direct contact information for supervisor [redacted] and will remain in contact with her if there are any other problems with services.

If [redacted]’s needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:00 PM at ###-###-####.

Sincerely,

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response: