Time Warner Cable

I ordered TWC and the representative told me the equipment would be delivered Thursday. It did not arrive. I called and they said Friday. It did not arrive. I called again and they said Saturday. They blamed it on FedEx and I understand that shipping can get back up, no big deal but they said they would send me a tracking number, never did.
The equipment arrived on Saturday and was missing a box for a tv. I tried installing the modem on Sunday and it did not work. I called and spoke with somebody for 45 minutes only for them to tell me they could get a technician out 7 days from now.
I personally went to TWC location to try and replace the modem. When I was speaking to the customer service rep, she told me there was nothing she could do and that I would need a technician sent out that I would have to pay for. She told me I never had TWC before which I'm 100% positive I had and that att snips their service. I have uverse. So why didn't they send one out originally if TWC knew I had ATT?
In frustration, I returned all my equipment and they refunded me my money.
I am writing this complaint because there were several things that went wrong before I even installed anything. I went in to see if TWC could do anything to rectify the situation but she was extremely rude and unapologetic. I told her that it bothers me that these big cable companies treat the little customers like crap. I told her I was not blaming her but she did absolutely nothing to try and keep my business and was not helpful at all. I was hoping to work this out but TWC did nothing. I'm just surprised that they don't care enough to help out a paying customer. Maybe she was not trained to but maybe she should be. He name was Kimberly.

Review: I have been having issues with Time Warner Cable since November. The lines in my area are over-utilized and at night I get 9-13 Mb/s with high latency. I pay for 50Mb/s. I have opened multiple tickets with the company and they say it will require a node split to resolve the issue (basically add more lines to the area). The first date was December, then January 29th, and now April. All of these dates come and go with no resolution in sight. Every time I chat with the tier 3 reps (the highest tier available) I am told the ticket has been closed. The ticket keeps getting closed and it seems like they have no desire to ever fix the issue.Desired Settlement: I desire for them to do a node split and give me the internet I pay for. I work from home and it is very difficult to do my job with high ping and poor speeds.

Business

Response:

Time Warner Cable visited Mr. [redacted] home on 5/5/16 regarding the issue he has been having with his speed. Mr. [redacted] has been assured that the fiber construction part has been completed and that we are waiting on the equipment that has been order. Mr. [redacted] has been informed that he will update him once the node split will be completed.

Consumer

Response:

Review: Earlier this year I accepted a TimeWarner customer service person's offer for 30 MB internet service plus cable TV for up to 12 months (no contract) for $44.95 per month plus taxes. On query the TW representatve again confirmed the terms.

When the first monthly bill arrived TimeWarner added a fee for Broadcast TV surcharge and a Franchise fee. Neither of these are taxes.

I sent a written letter to Manager Customer Service of TimeWarner on March 31 asking for them to explain the charges as again they are not taxes. I asked for their reply in one business week. That was more than 4 weeks ago. To date no written reply, no email reply, no vmail reply.

I was also billed for a administrative fee charge. This was caused my my credit card company cancelling my card due to attempted unauthorized charges (was TW the cause of these charges? We'll let that go for now.). The same day I received a new card I uploaded its number o the TW website. It was accepted and responded that I had an outstanding balance and did I want to make a payment. I responded YES and then assumed the payment was taken care of. Apparently the TW website does not understand the concept of the reply YES or they really needed to collect an additional $7.50 for their stockholders.Desired Settlement: 1. Provide a timely reply to a customers inquiry. No reply in 4 weeks is insulting to their Customer Service organization.

2. Honor their offering.

3. Delete this admin charge

Business

Response:

We have thoroughly reviewed Mr. [redacted] concerns and have forwarded them to the supervisor of the agent with whom he was working with. Geneva has made several attempts to reach Mr. [redacted] and has left him her direct number so that they can discuss a resolution. To date she has not had a return call. Regards, Time Warner Cable

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.1. I did not receive a notice from Revdex.com dated May 5 which said that TWC had responded and

Review: Upgrading my services speed to the next tier was advertised multiple times as only costing 10 dollars more per month. When I went through the order process it confirmed it would only be 10 dollars more per month. I received an email saying more information was needed in order to process the upgrade. When I called them I was told that it would be over thirty dollars more to upgrade my service.Desired Settlement: I would like the service that was advertised for the price that was advertised of ten dollars more to my current monthly cost.

Business

Response:

Time Warner Cable reviewed Mr. [redacted] complaint and as a one-time courtesy we have placed a promotional offer for $34.99 for an additional 12 months on the account. This is a non-renewable promotion and at the end of the 12 months Mr. [redacted] will be subject to the prevailing price at that time. Time Warner Cable apologizes to Mr. [redacted] for any inconvenience this situation may have caused.

Consumer

Response:

[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.]

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,

Review: Time Warner Cable (TWC) installed my internet service on July 13, 2015. The next day I contacted TWC technical support because I could not connect to the internet on my desktop. After more calls over the next couple of weeks, I was able to determine that the source of my trouble was my wireless connection. The technician connected my desktop with a wireless adapter, and I agree that seemed like the best solution at the time due to our furniture placement. However, after a couple of weeks, the wireless installation is VERY inconvenient. I prefer a wired connection. However, the TWC technician did not leave a box for the modem or an Ethernet cable here. Technical support stated that I would need to go to the local office and get a cable myself. I have three small children and this simple task is difficult for me. I asked for TWC to mail or send a technician with a cable. I am willing to help by moving my furniture to better accommodate TWC internet. I am disappointed that TWC cannot accept responsibility for the poor installation and lack of equipment provided to me. As a brand new customer, I would have liked TWC to better assist me in resolving their installation issues.Desired Settlement: By the time I hear back from the business, I will have likely stopped by the local office to get an Ethernet cable. Fingers crossed this goes without trouble. I hope TWC can apologize and accept responsibility for the poor experience I have encountered as a new customer. A credit for one month's charge of cable would be great, too, as I have dealt with horrible wireless internet connections to my desktop since July 13th.

Business

Response:

Tell us why here...Time Warner Cable has reviewed Ms. [redacted] account verified that the installation included WIFI. Ms. [redacted] found that the wireless connection did not work for her and wanted the desktop to be hardwired however she was not given an Ethernet cable. She connected her own Ethernet cable and the services are working fine now. Time Warner Cable apologizes to Ms. [redacted] for the inconvenience this situation may have caused.

Have been a Time Warner customer for 10+ years, and they have changed. NOT for the better. They are in total control of people's ability to maintain quality internet connections, and they continuously increase their costs because they know we have no other choice. I called and asked Time Warner to reduce my services as my husband lost his job, and I was told that if I reduced it would be considered "unbundling" and I would pay more than I am currently paying!! They trap consumers!! With a family of 5 and all needing internet for work, school, etc. we need a higher level than what Dish can provide so in Brown County we are stuck!! There has to be a better solution. I even spoke to the supervisor, and they provided no resolution.I am so sick and tired of not having choices and control over what we spend!!

I cannot even begin to describe the annoyance that Time Warner Cable service is. We added cable TV and internet to our home about 4 months ago. First we were denied the special promotion that was supposed to come with the package we selected (the main reason we selected that package) because we "didn't understand the terms of service" which is their way of saying "sorry" they didn't tell and us the rules and it's our fault for not reading the fine print.
Promotion aside, we've been waiting since the day of installation for them to file and process our damage claim. We've called at least 6 times asking for the status of our claim and every time we're told we'll get a call back within the next 24 hours. They have no intention of ever fixing the damage to our home that the installer made.
Speaking of the installer, this man was completely incompetent. It took him 2 days to install basic cable and internet and he still did it incorrectly. First he told us that due to the age of our home (lets just say it's very old) that he wouldn't even be able to install cable at our location. We had to walk him through step by step how he could in fact bring cable to the home and how to do it. When the homeowner has to tell you how to do your job from start to finish that's the first red flag. He finally agreed with us that yes, he could install cable but needed to return the next day to do it. When he came back he didn't tell us he was here he just started in outside. Not very professional in my opinion as you should always tell the homeowner that you are on their property. Then came the damage to our home. He attempted to bring in cable the way we suggested but apparently couldn't. This was after drilling 2 holes into the exterior of the house. Finally his third hole worked and he was able to fish it inside. He also drilled a hole in the brand new trim that we just put up in our newly remodeled family room. We specifically told him do not drill! My husband was walking back from the garage with the tools to remove the trim when the installer decided to drill the hole anyways. We now have a hold in our new cedar trim. This is all part of the damage claim that they refuse to address. The last straw was when another TWC employee just walked into our home, no knock, the other installer never mentioned someone else was coming, this man just walked right into our home unannounced! Even worse, he never ONCE introduced himself! Just came into our home and started chatting and joking with the other installer! I work from home and my office at the time was set up in the family room where the cable was being installed. Imagine my surprise when I look up to see a strange man walking through my house and does't take the time to tell me his name or why he's even here. Thank goodness I have a large German Shepherd that made me feel at least somewhat protected from this stranger.
We receive cable service to 3 rooms in our home. 1 room from the beginning has had a terrible connection. The sound skips and becomes distorted, the image gets blocky and freezes rendering the TV completely useless as you can't see or hear the show that you're attempting to watch. They've been out twice to service this and each time they leave saying it's fine and if there is a problem it's on their end and they are working on it.
If there was a way to rate 0 starts I would in an instant.

Review: I called Time Warner on 4/24/15 to see if my bill could be reduced, at that time I gave my phone # and they could find my account and I was told that there was nothing they could do to reduce my bill. At that time, I told them I would be shopping around to discontinue their service. Everything fine at this point. After shopping around I found a better price point with Dish network. After installation of the new system, I called Time Warner to discontinue my service, and they said they could not find my account based on the phone # I gave them. I then gave my zip code and was connected to a customer service representative. I do have an account # and most recent bill. When I was firm with the account representative that I was cancelling my cable & internet, she hung up on me. Repeated calls to time warner (4), have me in a loop, they will not accept my phone #, which was good on 4/24/15, nor my zip code. I get hung up on every repeated attempt to cancel my service. Help! I guess I will need to go to Milwaukee (25 miles) and deposit my equipment and talk to a real person, if they can find my account.Desired Settlement: I want a customer representative to call me and let me cancel my services. I will then take their equipment back to Time Warner.

Business

Response:

We apologize for the inconvenience. We do show that Ms. [redacted] contacted Time Warner Cable on 5/2/15 to disconnect the services. The equipment was returned on 5/5/15 and the account was disconnected at that time. Due to the concern, we have backdated the disconnection of the services to 5/2/15. Ms. [redacted] has a remaining balance of $40.85 for services from 4/24/15-5/2/15. Time Warner Cable considers this matter to be resolved.

I have tried to resolve a bad internet connection with Time Warner for several months. After troubleshooting advice that did not work on multiple attempts they finally agreed to send out a technician. I have made two appointments and both times the technician never arrived and never cancelled. Time Warner is a company that does not care about their customers.

Review: Last year around April 2014 I cancel my services with Time Warner Cable, because my bill stayed fluctuate each month so I just decided to cancel my services. I called Time Warner Cable right after I paid my bill. The sales representative told me to make sure I turned in my equipment ASAP, I asked the sales representative did I have a balance after everything was done they told me NO, I turned in my equipment two days later. So March 2015 I decided to get just internet services with Time Warner Cable since they were having good internet deals, I called TCW to setup services with them I got the process done than the sales representative told me I had an out standing balance of $140-50 I asked why put me on hold and looked it up she said due to my equipment not being return I told the representative that I been return my equipment back in 2014 of April. So the representative put me back on hold and said that she found it and they would handle it so I said okay and that I will call back in two days to give it time to show in the system. I called back two days later the same situation about a out standing balance of $120 so I'm like what is this for she couldn't find nothing so I got the run around getting transfer throughout the TCW business, getting hung up on, talking over me yelling, acting like their not on the phone. On 3/18/2015, I spoke with a representative that said that she didn't see an outstanding and that I can get me internet services so I said okay and that I will go into the store lactation to do it so that's what I did, the sales representative told that an technician will be out on 3/19/2015 between 8-10am to connect my internet services. I got a rude called around 10am while I was out taking care of my business. About this same outstanding bill that I know nothing about the man [redacted] and his supervisor were very rude to me. So I called back about this outstanding bill situation and the representative keep telling they don't see an outstanding bill and that she can send some one back out today which is 3/19/2015 to connect my internet between 5-6pm so 630pm came I gave TCW a called to see where the technician was at the representative said that [redacted] cancel it because of an outstanding bill. Not true don't nothing about this bill.Desired Settlement: I will like a 0 balance and an a apology from them for putting me through so much run around with the company. I also will like my refund for wasting my time with getting internet services and I couldn't even use the services and being every rude to me when I was trying to explain myself about my situation.

Business

Response:

Good Morning,

Cherese Richmond Revdex.com has been addressed.

Have a great day!

On January 2,2014 Time Warner Cable deducted a payment out of my checking account w/out informing me or receiving my permission to do so. They were given my debit information in Dec.2013 when I made a payment and chose to use that inforation to deduct another payment w/ out my permission.

Review: I had cancelled my **Milwaukee** service on the last week of December. Have called once weekly since then, was always promised a prepaid label/box at my **new address** (very important to note that) since I had called the location the day prior and was told they were open - they were not, so I had to move with my equipment to a location 1,000 miles away. I even offered to pay to post the equipment myself, and was told this was unnecessary; every person I spoke to would "personally take care of it" and "would ensure I didn't get sent to collections since I was working with them". I even received my final bill at my new address, which they repeatedly claimed not to have.

They are also now, according to the last person I spoke to, attempting to charge me for 3 pieces of one type of equipment which I never requested nor received. Finally, 2 days after receiving a bill which I immediately called to dispute for "non-returned equipment" and to ask AGAIN (sixth time) for a pre-paid label to be sent, I was told that everyone prior to that person ("Diamond") was lying about me receiving a label and I was expected to pay to send it at once. Claimed TWC did not have my new address (impossible since I received the final bill & equipment bill). When I pointed this out, she said "oh never mind, you can actually get a label then". Again, would not be sent to collections since I had been working with them and there was extensive notation of that. Promised to call me when the label was sent in 24 hours - never called.

Here's where it gets fun. All this week, I have been getting weird hang-up calls - I finally answer one, and I have been sold to "BRC", an external debt collection company. Was notified by "[redacted]" that they have been looking for me for Time Warner's collection activity. Called Time Warner again, was told I have 30 days to pay to return my equipment to someone in the area for return or be sent to collections - once more in the face of everything **everyone** else has told me. I was told by one person on the call that I was not sent to collections, and to ignore it. The second person I spoke to said I was, but it was internal. That's all well and good, except it was obviously done with zero regard to my interaction with the company, in addition to my attempts to return the equipment and being lied to, to my own detriment. The last person told me I had not been sent to a "real" collections agency, and to pay to mail my equipment out of my own pocket (again, flying in the face of what I was promised). I told her I would, she ensured me I had "about 30 days" to return the equipment before being sent to a "real" collections agency (very generous, considering I've been trying to force TWC to take their equipment back for over a month), and dropped off the equipment at the post office.

TODAY, 2/9, over a month after initiating the equipment return "process", I have received another collection agency communication from "Enhanced Recovery Company". Clearly, every single person I have spoken to, even the one recently "doing her best to help", has lied to me - for what gain or reason, I can't imagine. I'm really sick of this. Setting up was a nightmare - you'd think TWC could let me go without a fight. I have been bending over backwards to comply with the company, and am at the end of my rope. If this avenue fails, I'm fully prepared to pursue legal action whether through a lawyer or with the FTC - I'm absolutely not going to allow my credit to be trashed because 10+ employees can't get it together to serve *one* customer.Desired Settlement: Apology, Account Adjustment, Immediate Correction of Any & All Credit Reports Made, plus Information Rescinded from Debt Collection Agencies. Reimbursement of shipping costs.

Business

Response:

Time Warner Cable has completed the investigation of Ms. [redacted] complaint. As of 12/12/15 Ms. [redacted] account reflects a 0 balance. The additional equipment has been removed from the account. Ms. [redacted] credit bureau report will be changed within 90 days. When a Time Warner Cable customer signs our residential agreement the customer takes the responsibility of any equipment placed in their home. We do understand that a lobby location was closed which may have inconvenienced Ms. [redacted] but the equipment was still her responsibility. The residential agreement can be found at timewarnercable.com under terms and conditions.

Regards,

Time Warner Cable

I moved into a house a little over a year ago. I decided to keep Time Warner as a cable provider. I have been a customer of theirs for almost 5 years now. When the technician came to install my cable, he had a bad attitude and he drilled a ton of holes into my walls and he didn't clean up after he was done. When I finally moved into my house, the cable didn't work. I called to see what was going on, and I found out that the technician used methods to hook up my cable that were not what the company preferred to do. Later on, the night that I called them to complain, the technician called me and left me a voice mail that was angry and generally rude and he asked me to call him back on his personal cell phone number to discuss why what he did was right. I did not call him back, as I viewed this as unprofessional. Ever since then, one of my TVs that is supposed to be hooked up to cable has not worked. I recently contacted them to switch cable providers to save money. They offered me one free year of DVR services. At first, I was satisfied. Then I found out that if I downgraded from digital to basic standard services, my bill would go up by about $37 a month. They also told me that downgrading my internet would keep my bill basically the same. I would like to know why my bill would go up when downgrading my services? I have since made appointments to switch cable providers. I am not satisfied, and I would never recommend Time Warner to anyone.

Review: I signed up for services again upon moving to my address in Kenosha. I received an email telling me everything went thru. It canceled my order for services so I placed another one. It confirmed my order and took the money out my account and then canceled it. I spoke with an account manager who told me about a past due balance and we set up a payment arrangement for the 28th of Oct. I recently moved and called to have my services transferred. The customer service rep set up an appointment for this Thursday the 23rd for someone to set everything up. I called on the 20th to see if I could set up my tv before my appointment. The rep was no help and I could barely understand him since his accent was so thick. I decided to call the next day and try again. I was informed that a lady named Andrea cancelled my appointment. I received no phone calls or anything informing me of this and the rep couldnt tell me why it was canceled. He gave me Andrea's number and transferred me to her voicemail. I left a message asking for more info on what was going on and for a callback. She never returned that call. I called again and got no answer so I left another message. She still has not returned my call. I called and spoke with someone else and was told my account was on hold and they cant do the transfer even though we set up a payment arrangement for the 28th so I told her to cancel my services.Desired Settlement: I would like my services reinstated and I want you all to go by the arrangement for the 28th

Business

Response:

We have made several attempts to reach Ms. [redacted] but have been unsuccessful in doing so.

Review: Time Warner Cable has decided that blacking out a channel (NBC) is ok. I can not send them one penny less than the amount they bill for, however, they can decide when they will supply me with their product. NBC is on the channel list and I am unable to view it.Desired Settlement: I would like a discount on my cable service as my happiness with their service is directly related to the availabilty of any football game I so choose to watch. Time Warner should be required to reimburse its customers for supplying less than 100% of its channels that the customers purchased.

Business

Response:

Thursday September 12, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 9/6/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

I spoke to Mr. [redacted] on 9/12/13 at 3:00 pm, regarding his complaint about not having WGBA (the NBC station in Green Bay) on his service during the Time Warner Cable-Journal Broadcasting negotiations.

In our conversation, Mr. [redacted] stated that not being able to view NBC’s Sunday Night NFL broadcasts is one of the main reasons he is now thinking of changing television providers. I explained Time Warner Cable’s position in the negotiations: that we are forbidden by law to broadcast Journal Communications channels like WGBA until an agreement is reached on the price we pay Journal Communications for their channels.

Also, we are not crediting customers’ accounts, because not being able to watch their NBC channel is not due to a service failure on our part; it is due to Journal Communication’s refusal to allow us to broadcast the programming. I also pointed out that Time Warner Cable is sending digital cable customers like himself a voucher for a Movie On Demand for a value of up to $5.99.

Mr. [redacted] said that he understands this information, but he also pointed out that he is still missing out on the Sunday Night NFL games as well as all other NBC programming, and he is still considering going to another television provider.

We do not want Mr. [redacted] to go to another television provider. He has a good price package for his television and internet services now, but I offered to have our Customer Retention Department contact

him, to see if we can make him an even better offer. He said it would be okay for Retention to call him. I have issued a request to Retention, summarizing his complaint, and requesting that they contact him, to see if we can offer him a better price for his services.

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between 9 AM and 6 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: We were promised if we switched from Uverse to Time Warner with the same bundle of 3 services, we would get a $200 Visa card after 3months of service. A post card from a third party handling the award was to arrive in the mail within 2weeks of installation date, which was July 2, 2013. This card would have a reward redemption number so we could begin the redemption process on line. This card never came, even after 5 lengthy calls to Time Warner representatives over these many weeks. I asked the last representative on Aug 14 to speak to a supervisor & was told no T/W supervisor could help me, that it was a Reward Center problem. We have "jumped through evert hoop" T/W has requested of us to facilitate this reward, we have been scammed, getting run around after run around. T/Warner states they record all customer services calls, there will be digital records of all our calls. The account is under our phone number ###-###-#### [redacted] and [redacted]. [redacted]. This fake Reward promise is designed to make it impossible to receive, it's a deliberate deception to insure most people will never be able to get it. Shame on a giant company like Time Warner!Desired Settlement: Give us the promised $200 Visa card

Business

Response:

Wednesday August 21, 2013

Review: I called and spoke with a Time Warner Cable agent and post dated a payment to my account on May 8th 2013. The payment was suppose to post on my pay day which is May 13th 2013. This made my bank account negative and I ended up with overdraft fees. I spoke with multiple representatives promising me that someone would call me to resolve this issue. No one ever resolved the issue which resulted in my Time Warner Cable account being behind a payment and when I tried to schedule my move they refused to do so stating they wanted more money from me. I told them representatives that I was owed money by the company and had been promised a resolution and no one had the ability to issue a refund for my fees and someone would call me. Long story short I moved on May 25th. I called and spoke with someone again and his name was [redacted] he was from the customer retention dept. he stated not to return my equipment and that someone was for sure going to call because this is what he did for a living. I continued to keep the equipment and wait. No one ever called I returned to equipment and had to switch to Uverse because TWC refused to transfer my services and I have not received a refund of my overdraft fees.Desired Settlement: I am not paying for any services after May 25th when I moved. They forced me to change providers. I wanted to keep my services and phone number I had been with them for over 10 years. I want a check for both of my $37 overdraft fees and to leave the company with a zero balance for the inconvenience of being -$200 for mothers day weekend.

Business

Response:

July 30, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received July 22, 2013, regarding the concerns of:

Thank you for providing us with the opportunity to address Ms. [redacted]’s billing and collection concerns.

Our records indicate that Ms. [redacted] contacted us on 05/08/2013 to make a post dated debit card payment of $166.65 which would be applied to her Time Warner Cable Account on 05/13/13.

While the payment was entered as a post dated payment, and was not applied to Ms. [redacted]’s Time Warner Cable account until 05/14/13, an error was made during processing which resulted in the funds being held by Ms. [redacted]’s bank in a pending status awaiting their release to us on 05/13/13.

On 05/18/13, Ms. [redacted]’s statement generated in the amount of $332.72 for services through 06/23/13 as well as a remaining balance from the previous billing cycle.

An adjustment of $81.84 including taxes and fees was applied to Ms. [redacted]’s account on 05/21/13 as a courtesy for the inconvenience caused by the error. This brought the account balance to $250.88.

Ms. [redacted] ported her telephone service to another provider on 05/29/13 which removed her from her promotional rate, causing an increase of $13.48.

Services were disconnected effective 06/13/13, the date that Ms. [redacted] returned the equipment and the charges from 06/13-25/13 were credited to the account, leaving a remaining balance due of $200.84.

While we will not be issuing Ms. [redacted] a refund, I have applied adjustments to Ms. [redacted]’s account to:

credit the charges that were incurred from the date she moved, 05/25/13 through the date of 06/13/13 when the equipment was returned

reflect the credit that was promised to Ms. [redacted] by the retention representative, [redacted], as that credit was noted, but not applied

credit the prorated difference between the promotional rate that Ms. [redacted] was receiving prior to porting her phone number and the regular rate that applied once the telephone service had been removed.

These credits bring Ms. [redacted]’s account balance to $0.00.

We sincerely apologize for the error made when processing Ms. [redacted]’s payment and for any inconvenience caused.

Should you or Ms. [redacted] have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####. I will, however, be out of the office from 08/01 through 08/05/2013.

Sincerely,

Consumer Contact Specialist

Consumer

Response:

[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.]

Unfortunately, I had to leave the company after so many years because of the lack of follow through with this issue prior to my move. 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 received a call on 10/12/15 from a collection agency, they said they had send me a letter with no response (they had an incorrect address in the system, which was a combination of my old and new address when I transferred locations in August). They said I had outstanding equipment for $134.00 and a bill for $23.64. I returned the equipment on 9/11/15 and the last piece on 10/14/15 after the phone call. I asked what the outstanding bill was for because I was current on the account, as we had moved services to a new location in August. Nobody could tell me.

When I returned the equipment on 10/14/15 the customer rep at TWC told me that I not only didn't have an outstanding bill but I had a credit on the account and TWC owed me a check back for $44.75.

So by 10/14/15 I had returned all of my equipment to TWC and was owed money back. I was still showing up in collections and was getting phone calls and my account online said I was overdue.

I called in and opened a ticket on 10/12/15 for TWC to close out the collections claim in their files, they said they would call me back in 3 business days. I never received a call back. So I followed up and was told the ticket was closed because the account was current. (they opened the ticket under my new address so obviously it was current - so the customer rep there didn't even understand the problem or that it was my old location that was having the billing issues).

So on 10/19/15 I opened up another ticket, and was told I would be contacted in 3 days when their collections department had reported back that they had received everything. Again, I never got a call. Called back on 10/22/15 and for the 2nd time they had closed out the ticket without telling me anything, because they opened up the ticket under the current location/account number which has no outstanding bills.

10/22/15 I opened up a third ticket with [redacted] and she said she checked with her supervisor and said it could take up to 10 more business days to close out the collections claim and she would personally follow up with me on 11/2/15.

I have not received any further phone calls from TWC and as of today when I check with Credit Management Online they still show that I owe them money for the equipment and bill. TWC has not reported that they received everything, and I also have not received my check for over payment on the old account for $44.75.Desired Settlement: 1) I would like Time Warner Cable to report to the Credit Management Online that they have received all of the equipment.

2) Right now I know my credit report needs correction as this has been an outstanding issue for over 30 days. I would like the collections account closed and my credit report to be corrected.

3) I want my refund check from Time Warner mailed to my address as an actual check, I do NOT want it applied to my current account.

Business

Response:

Time Warner Cable reviewed Ms. [redacted] account and verified

that Credit Management (CMI) was notified on 10/22 that the account was paid in

full. It can take up to 30-45 days from that date for it to update with

the credit bureaus. A refund in the amount of $44.75 is being

processed. Ms. [redacted] should receive it at her current address within 2-3

weeks. Time Warner Cable apologizes to Ms. [redacted] for the

inconvenience this situation may have caused.

Review: Time Warner Cable owes me a $300 visa gift card that they offered me to stay with their company and because they were over billing me for months! The deal was to stay with them for 90 days and I would receive it that 90 days was over in October. I have talked to several reps only to get the run around constantly and I'm sick of it. I want my gift card because it was based on staying with the company and also their way of giving me a refund for being overbilled. I've waited long enough and would like this handle right away!Desired Settlement: I would like my $300 gift card sent to me right away!

Business

Response:

Time Warner Cable reviewed Mr. [redacted] account and we have

verified that at no time did he qualify for the $300.00 reward card. As a

gesture of good faith we have added him to the exception list to receive the

gift card. The customer must maintain all services for a minimum of 90

days from the date of the installation, 9/8/15. If the account is

disconnected for non-payment the gift card offer will be nullified. After

the waiting period is over the gift card will process through our redemption

center. It will take approximately 2-3 weeks after that date to be

shipped. Time Warner Cable apologizes to Mr. [redacted] for the

inconvenience this situation may have caused.

Consumer

Response:

Review: I called into time warner customer service on 4-10-2014 to place a order for home phone service. The rep asked me for my SS# when she asked I point blank asked her id they where going to run my credit. She said no sr we wont its just to verify your account. I never gave them permission to do so. The next day I got a email from transuion telling me there has been a new hard hit on my credit. I have called and told time warner to pull it back off my credit report. They gave me the phone numbers for the credit for me to call. It is against the law to pull my info with out my consent and I want action taken against them.Desired Settlement: I want them to remove from my credit and figure a way to do something about this. it is not a way to treat customers.

Business

Response:

Monday April 21, 2014

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 4/14/2014, regarding the concerns of:

We sincerely apologize for causing these concerns for Mr. [redacted]. We listened to the sales call of April

10, in which our representative mistakenly told Mr. [redacted] that our gathering his Social Security

Number was not for the purpose of a credit check. The very next day, Mr. [redacted] received an email

notifying him that a hard hit had been generated on his credit report. This was a harmful error on our

part, and again we apologize. The representative is being coached on this error, so that it will not occur

again. Also, we have credited Mr. [redacted]'s account to compensate him for his frustration and

inconvenience.

Mr. [redacted] also requested that we contact the credit agency and have the hard hit on his credit report

removed (at first we had given him the credit agency's number to call, but he felt that we should make

the call, since it had been our error that caused the problem). We did this on April 17, and Equifax has

confirmed that the hard hit has been changed to a soft hit, so no creditors will be able to see it.

Should you have any additional questions or concerns, please contact me. I may be reached Monday

through Friday, between 9 AM and 6 PM at ###-###-####.

Sincerely,

Time Warner Cable - Wisconsin