Time Warner Cable

Review: On November 19 I signed up for Time Warner Cables Home Signature Series and was informed that I would receive a free Galaxy Note 8 for doing so. Initially I was informed that I would receive a post card in the mail describing the rules and regulations for this service. I never received this card and called them three times asking them about this card and was told the first two times to wait and expect it to arive in a few days which it never did, The third time I called I was informed that I was no longer eligible to receive the Galaxy Note 8.Desired Settlement: I want the Galaxy Note 8 that was advertised and promised.

Business

Response:

Thursday, December 12, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10019 West Greenfield Avenue

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 12/11/2013, regarding the concerns of:

[redacted]

Thank you for forwarding Mr. [redacted]’s concerns to our attention. I spoke with Mr. [redacted] today, and informed him that our Signature Home Help Desk has set him up with a redemption code today, and registered him today for the Samsung Galaxy Note 8.0.

I also informed him that his eligibility for the Galaxy Note 8.0 depends on his being current on his account. He stated that he had not been informed of this when he originally decided to upgrade to Signature Home. I apologized and made it clear that it will be a necessary part of his eligibility.

Mr. [redacted] is going to make a payment to become current on the account, and he understands that it is crucial that he is current on the account when the 60-day period of his having to maintain the Intelligent Home service ends on January 19, 2014.

Should you have any additional questions or concerns, please contact me. I am available Monday through Friday from 9 AM to 6 PM at ###-###-####, or a voice mail message can be left at any time.

Sincerely,

Time Warner Cable

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.]

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: Time Warner put an anchor in the back of my house to hold the cable from the telephone pole. The anchor was not placed in a stud and pulled out along with a piece of siding. I've had a open case with them for almost a year and nothing has been repaired. I've called numerous times and nothing has been resolved.Desired Settlement: I'd like to have my siding fixed and matched to the color of my current siding.

Business

Response:

Good afternoon, and thank you for the opportunity to respond to this complaint. The concerns filed by Mr. [redacted] were brought to the attention of our field operations supervisory staff when he called in to report the damages on July 2, 2013. A tech operations supervisor attempted contact with Mr. [redacted] at that time to no avail. Another damage complaint escalation was sent to our field team in December 2013 when Mr. [redacted] called to report that the repairs still had not been taken care of. Unfortunately, this yielded the same outcome.

This was escalated back to our field team upon receipt of this Revdex.com complaint. A technical operations supervisor was able to reach Mr. [redacted] this morning. After a very brief conversation, Mr. [redacted] stated that he was waiting for a phone call and would have to call back to the tech supervisor. This was at 11:05am this morning and there has yet to be a return call to the tech supervisor. Mr. [redacted] has been given the direct contact information for this supervisor and will need to work with him to resolve the damage complaint.

Thank you.

Time Warner Cable

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.

Review: I had internet service provided by Time Warner Cable at my address of [redacted]. My account number for this service was [redacted]. I cancelled my service on June 11, 2014 and returned my equipment to the Time Warner Cable store located in [redacted]. On June 12, 2014, TWC issued a statement showing a credit due to me of $21.67, due to me not having a full final month of service. This account summary included a statement which included the language:

"We regret losing you as a valued Time Warner Cable customer. The amount due may include charges for unreturned equipment. Please submit payment promptly and return all equipment to avoid any collections activity. To restore service and learn more about our advanced products, please call ###-###-#### or visit

www.twc.com."

This shows that TWC clearly knew that I had cancelled my service. However, on July 7, 2014 TWC debited my checking account for the amount of $59.12 even though I was no longer a customer and had cancelled my service a month prior.

When I called TWC to inquire, the representative that I spoke with was unable to articulate a reason for this, and in fact did not even try, only to continue to direct my attention to the June 12, 2014 billing statement. I requested to speak with a supervisor, and that request was denied.Desired Settlement: I want a full refund of the $21.67 credit showing on the June 12, 2014 statement and the $59.67 debited from my account after I cancelled my services and the authorization for this charge was no longer valid.

I also want an apology, an explanation for why this occurred, and assurances that this will not happen in the future.

Business

Response:

July 18, 2014

Review: We have been paying our bills on line and all was going well until this spring. All of a sudden Time Warner could not find our payments. We made many phone calls, had our bank twice faxed statements showing we paid our bills, and had Bill Pay (our EFT provider)call Time Warner telling them the payments were sent. Time Warner took over three months to find our payments and on July 16th they cut our service. When Time Warner called us to tell us they found our payments they told us we owed them over $11 and they would reconnect us. I told them I didn't think I wanted to be reconnected. It took them over three months to find our payment which is unacceptable. They treat their customers poorly and do not take care of the work they needed to do.Desired Settlement: We will not pay them whatever they think we owe them. We are not sure why we owe them anything since they found our payments. This should not be allowed to effect our credit rating.

Business

Response:

Dear Customer,

Per our recent conversation, we apologize again for your recent unsatisfactory customer service experience. Your former account is showing a zero balance and there should be no adverse effect on your credit rating.

Thank you for your business,

Time Warner Cable

Consumer

Response:

On Tue, Aug 5, 2014 at 6:11 PM, [redacted] wrote:

I talked to someone at Time Warner today and they zeroed out our bill, so I guess we are settled. We are not a Time Warner customer now and that is fine with us. They had a problem on their end and the kept blaming us. Thanks for your help.

Review: I cancelled my Time Warner account on Saturday the 16th of November. I was told I needed to turn in the boxes and I didn't owe anything. In face they told me I would be getting a $30 rebate because I ended my services a week early. I turned in my boxes and internet modem on Monday the 18th. The man working the counter inspected them and said they were in good condition then scanned them in. I did not owe anything because I was paying every month a month in advance.

In the middle of December I received a letter from a collection agency called credit management saying I owed $141 to Time Warner cable. Immediately I called Time Warner cable and they told me it was their mistake and they would fix it for me. I thought the problem was solved. Around the begging of January I received another letter from credit management saying that I still owed the $141. I again called Time Warner cable and they said again that they had taken care of it. But of course I received another letter the beginning of February saying that I still owed the $141. I again called Time Warner cable and the guy told me that no one had actually applied the credit and they had only put it in my account notes. It was to late of course because now it is sitting there on my credit report!!! I have never been late on any of my accounts and for some company to just come in and take my perfect record away because they were careless is completely unacceptable.Desired Settlement: I wasn't going to ask for my $30 that was still owed to me for cancelling my services early but now I feel like it is the least that could be done. I also want Time Warner cable to go to all the credit bureaus and take that off my credit report. Time Warner cable completely defrauded me and caused a huge headache all because they were upset I canceled my services. They need to grow up.

Business

Response:

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 2/25/2014, regarding the concerns of:

Per our records, Mr. [redacted] contacted our office on 11/16/13 requesting to cancel his Cable, Internet

and Phone services. A disconnection order was placed with a stop bill date of 11/28/13.

The last payment made on Mr. [redacted]'s account dated 10/26/13, was for $142.20. This payment

covered his services through 11/01/13, *not including a prorated charge of $3 .38 for upgrading to

Disney On Demand (10/1O/13-11/01/13) and an Administrative Late Fee of $7.92 dated (10/25/13).

Bringing the total balance owed through 11/01/13 to $153.50.

Mr. [redacted]'s account was adjusted, as a courtesy to bring it to a zero balance. In addition, as a

courtesy, an Administrative Late Fee in the amount of $7.92 dated 11/25/13 was removed from the

account as well as a $4.00 charge for an unreturned Remote Control.

This will generate a refund in the amount of $11.94, which will take 4-6 weeks to receive.

Mr. [redacted]'s account is being removed from the Credit Bureaus. This will take 10-14 business days to

update on their report.

If Mr. [redacted] needs further assistance he should 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 7 AM and 4 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: I have had several calls to your customer service department and I have ran into constant issues along with a high level of frustration.

I have been asked to provide a PIN number even though I have never set one up and refuse to.

I had to fight with the customer service to help me with my issue for 30 minutes to even get to my account information as they insisted I had a PIN number on the account!

That is unacceptable!

Once I had the issue escalated to a supervisor, and was finally able to get the heart of the issue.

The issue is that AT&T offered me the following:

TV

U450 Package

3 DVRs

1 wireless receiver

Phone

Unlimited phone service US & Canada

Internet

24mb service

$300.00 cash back

I have an over-priced bill for $220/mo

with

TV

Basic TV cable with HBO and Cinemax

2 DVRs

1 digital box

Phone

US & Canada

Internet

30mb service

The best deal I was offered was

$180.95/mo plus taxes

and a silly $200 creditDesired Settlement: I want the complete bill reduced to $170/mo retro'd to December. and the $200 bill credit.

Business

Response:

Thursday, March 27, 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 3/20/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have contacted Mr. [redacted] and provided him with multiple promotional options in which he declined.

Mr. [redacted] spoke with Supervisor [redacted] who applied a credit of two hundred and twenty dollars and twenty cents to his account. [redacted] also placed Mr. [redacted] under a promotional rate of $175.42 pre-tax and $191.11 after taxes based on the services he currently subscribed to. Mr. [redacted] was given the Digital Services with one standard converter, Extreme Internet and Phone services for $99.97 pre-tax. This does not include his additional equipment and premium channels. Mr. [redacted] is aware that the total will be $191.11.

Mr. [redacted]’s account is still past due $210.42. If the account is disconnected for Non-Payment all promotional rates are null and void.

[redacted] advised Mr. [redacted] that he can call her at any time to discuss his account options. Mr. [redacted] terminated the call with [redacted] as he was not satisfied with the promotional offer he was given. No further adjustments will be applied to the account.

If Mr. [redacted] 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 4:30 PM at ###-###-####.

Sincerely,

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Business

Response:

Thursday, March 27, 2014

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 3/20/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. Unfortunately, we will not apply any other credits to the account.

If Mr. [redacted] 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:

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

Review: We moved and the service at the new location was sold to me as.

71$ per month for one phone line plus 7 MB internet.

They are charging 114$ per month, which was our old service with 2 phone lines.

Bill for 2 months is now at 465$, There was no mention of install fee.

The office staff refuse to fix the mistake will not call back, Will not refer to supervisor.

They will not transfer my original phone number.

Office staff only play phone games and refuse to make good on the agreement.

Do not understand why they cannot make good on something so simple.

During the ordering process the salesman appeared honest and thoughtful.

How can they go so wrong? [redacted]Desired Settlement: I need transfer of my phone number ([redacted]) to the new location and,

Transfer of my email [redacted]) to our new address.

Billing price needs to be corrected to 71$ per month for internet and one phone line. [redacted].

Old account at [redacted] Needs to be closed.

Business

Response:

This complaint is regarding a Business account and the correct process was for me to forward this to our Business Class Team. I had gotten confused and was attempting to have you redirect it on your end. Very sorry for the confusion and unnecessary e-mails… it is being addressed by our Business Class Team currently. Have a great day! [redacted]Time Warner CableDivision Office of the President – Escalation Specialist([redacted]

Business

Response:

Issue Resolved: I spoke with the customer and advised I would credit the 100 installation fee for the transfer. I also advised I would put another one month credit on the account for the issues he was having with speaking to agents at the call center. I also advised I would let him out of his contract with not ETFs because he felt misled when signing up for his new services. He advised he would think it over for a few days and let me know. Best Regards, Time Warner Cable Business Class13840 Ballantyne Corporate Place| Charlotte, NC 28227Office: 704-206-4295 Fax: 704-945-1209www.twcbc.com

Review: Due to financial hardship, I decided to cancel my cable/internet. I called on May 6th 2015 to do so. I was told that since I was 1 month behind I had to disconnect and bring in my equipment to my nearest Time Warner Cable location. They said that if I did that immediately it would be put in their system as a disconnection/cancellation. I returned the equipment that same day to my location and was told that I would receive a final bill within a couple of weeks.

Fast forward 3 weeks later, I receive a bill in the mail for my past due amount plus a full month of service. How can I be charged for something I don't even have? I called their customer service number and a nightmare began. After being told that I had the wrong department and being transferred 3 times, I finally spoke with someone about cancelling my service. I was then told that the representative in the store I went to did not put it in the system as a disconnection when I returned the equipment. I was then told that I would have to speak with collections about taking that month of service off of my bill. Seriously? In the past I had been 1 month behind and they sent someone to my apartment to retrieve the equipment and disconnect services that day. Now they suddenly want me to jump through hoops and spend an hour on the phone talking to people who are no help? Why was this so difficult to fix? They certainly could charge me and mess up my credit but they can't fix it. I think that this is very unacceptable and it was almost as if I were being blamed for their mistake. I now will be charged however many times for something I don't even have, which I thought was illegal. Then my credit report will take a hit. I expected better from a company that's been around so long but I've heard others in my state complain of similar issues. Never do business with Time Warner Cable unless you want to get screwed over big time.Desired Settlement: I would just like my services to be really cancelled this time and sent a final bill for what I really owe. No more calls giving me the run around please.

Business

Response:

We reviewed Ms. [redacted] complaint. We did locate the work order that was put in on 5/5/15 for disconnection. We completed work order so Ms. [redacted] did not get charged for services past 5/5/15. Her remaining balance is $146.59. We consider this issue resolved.Regards,Time Warner Cable

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 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: On 2/29/16 I contact TWC and planned to cancel my services with them. I was being billed $89.99 per month for cable, tv, and internet, as well as $12.99 for DVR services and $8.00 for the internet modem lease. The lady I spoke with offered to waive the $12.99 DVR fee for one year if I did not cancel services. I told her that I would think about it and call back later. I called back later that day and spoke with a gentleman and again wanted to cancel services. He specifically said that he saw in the notes that the previous person I spoke with offered to waive the $12.99 for a year, and asked if I was still interested in that. I said no, and that all I was really needing is standard internet, which their website was offering at $34.99 per month for new customers. I acknowledged that I wasn't a new customer but that was all I'd be willing to pay for internet, as I could get it cheaper somewhere else. He understood and said that he could bundle the standard internet with basic TV services (20 channels) for $39.99 per month. I said that would be fine and authorized him making this change. After making the change I wasn't please with the service. The TV channels now had audio issues where it cut in and out, and there were always error messages with the DTA box. I called TWC again on 3/5 and asked if I could just go back to the plan I had, and still get the $12.99 DVR credit for a year. I initially spoke with Customer Service and they said that this wouldn't be a problem, but needed to transfer me to Customer Retention to make the change. I was transferred and the lady I spoke with said there were no notes on the account about the $12.99 DVR credit, or that the services I downgraded to would be $39.99 per month. Obviously there was a note on the account at some point saying the $12.99 credit was offered, as the second person I spoke to on 2/29 read it to me and again offered it. I asked to speak to a supervisor who also was unable to offer the package that I previously had, was unable to credit the DVR, and could offer no explanation as to why the note about the $12.99 credit had disappeared and why I was told the downgraded services would be $39.99 if it was really $59.99, other than that it must have been someone in another TWC call center that I spoke to, because no one in his call center would do that. I reminded him that TWC operates as one company, so it shouldn't matter what call center I get. He changed the account so that I would have the same services I did before, but now I am being charged a higher rate. I am appalled that after being a customer for many years, they couldn't put me back on the exact same plan and give the $12.99 credit, that employees don't properly document accounts, are not honest with the price that will be charged, and that the only explanation they have for their poor customer service is that it must have been someone in a different call center. In summary, TWC offered me a monthly service rate of $39.99 for TV and internet and I changed my services accordingly. This is not a number I pulled out of thin it - air was offered to me. Since they charged $59.99 instead of the rate they offered, my services should be restored to what they were before, at the same price, as well as the discount that was offered on DVR for one year.Desired Settlement: TWC needs to place back on the promotion that I had for $89.99 per month and waive the $12.99 DVR fee for a year, as they had originally offered:

Time Warner Cable Promotion 89.99

Includes: Starter TV, Standard TV, Variety Pass, EPIX, HD-DVR

Set-Top Box, Extreme Internet Upgrade, Standard Internet,

Voicemail, Home Phone National, Includes UNLIMITED local

and long distance in the US and Canada

They are also to add a credit of $20.00, which is the difference of the $39.99 I was quoted vs. the $59.99 that was actually charged when I changed my services.

Business

Response:

Conciliation Department Revdex.com, Inc. 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] complaint. Mr. [redacted]’s concerns has been investigated. Ms. [redacted] was offered twice on 2/29/16 by two difference Retention agents a rate of $107 for cable, internet, and phone service. However, Mr. [redacted] declined the offer both times. After review of the call it appears the second agent of the two informed him he saw he was offer a rate of $107 and he offered that same rate again to Mr. [redacted] to avoid him from cancelling service. However, Mr. [redacted] declined the rate and downgraded his services. At this time, there is not guarantee that rate is still available however, Mr. [redacted] is more than welcome to contact our Customer Resolution Department to verify what offers he’s eligible for and are available. 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

Consumer

Response:

This company is the worst in customer satisfaction and payment posting. Beware. After only 3 months of internet service and TWC losing 2 payments totaling $72, it took several days of talking to several people. That's when you can get them to answer the call. I luckily happened to get a supervisor in customer solutions when I called today who himself saw that they don't answer the calls. He had me on hold for about 40 minutes, trying to get a hold of billing and he was definitely not liking his own experience. He also gave us a long overdue offered credit and is going to get to the bottom of payment issues.My recommendation is that if you have an alternate choice, don't use TWC. They are way too high on prices in pkgs and charge all kinds of fees. For TV go with DishNetwork.

Review: I Contacted them 7 times over the past 2 months. The last 3 times were 11/6/13, 12/18/13 and 12/26/13.

my reference number for the request is [redacted]. I have been trying to get DVR and internet up grade in my home. I was promised the equipment in 3-5 business days each time I contacted them. As of this date I have not received the equipment and I am being billed at a higher rate for what I currently have then I would be after I change my service. They always blame someone else for botching up the order. I have transcripts of all my chats with them.Desired Settlement: I just want my upgrade or cheaper monthly payments.

Business

Response:

January 12, 2014

Revdex.com of Wisconsin

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 12/30/2013, regarding the concerns of:

Thank you for forwarding [redacted] concerns to our attention. I spoke with Mr. [redacted] on 1/5/14 regarding his experience when trying to add services to his account. I show that an order was placed on 9/22/13, to have 1 digital tuning adapter mailed to Mr. [redacted] residence via FedEx. Per tracking number, [redacted], the delivery date of this piece of equipment is 10/1/13 at approximately 11:51 AM which was left at the front door.

Please know that orders that are received Fri-Sun are shipped the next business day and Sunday orders that are entered after 4:00 PM are shipped Tuesday. Allow 2-3 business days for shipment arrival.

I show that on 12/26/13, a order was entered to add 2 HD DVR boxes and a Wireless modem, unfortunately the order was not entered correctly which resulted the order to be delayed. On 12/30/13, the order was corrected and the equipment was delivered on 1/2/14 per tracking numbers: [redacted]. Mr. [redacted] stated that he refused the delivery of the equipment and FedEx took back the equipment.

When I spoke with Mr. [redacted], he expressed his dissatisfaction about receiving incorrect information when chatting online with a Time Warner Cable Chat representative. I apologized to Mr. [redacted] for any inconvenience or frustration this may have caused. I offered to make things right by helping to reduce his monthly rate or apply an adjustment on his account for the issues he experienced. Mr. [redacted] declined and stated he would be disconnecting services. I provided Mr. [redacted] with my contact information in case he would change his mind. I received no calls from Mr. [redacted] and show a disconnect on the account as of 1/10/2014.

Should you or Mr. [redacted] have any additional questions or concerns regarding this issue, please feel free to contact me. I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

On Sun, Feb 16, 2014 at 5:52 PM, [redacted] wrote:

Bradley,

Review: TWC dropped channel 4 wtmj , a major channel( one of 3) and is not compensating for the channel loss nor resolving the contract dispute . I called them for a partial refund and they said no , they weren't doing that. They do not care.Desired Settlement: To reinstate channel 4, and other package channels or provide a refund every week that it is not provided for

Business

Response:

Review: Time warner cable is making me pay 170.00 they says I was under a 2 year agreement. In 2011 I agreed to the areement but just for 2 years. Time warner cable says it was 4 years then another told me if I didn't cancel it would automatically put me in for 2 more years. I only agreed to 2 years time warner cable did not have me listen to recording saying I agreed to 4 years or had to cancel. I never sgned a contract on this agreement they are claimingDesired Settlement: I would just like the 170 to be dropprd

Business

Response:

Monday, July 22, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 7/17/2013, regarding the concerns of:

I contacted Mr. [redacted] on 7/22/13 regarding his concern with an ETF (Early Termination Fee) of

$157.65 that was assessed to his account.

The ETF was assessed to Mr. [redacted]'s account on 6/19/13, due to Mr. [redacted] downgrading his

account to remove cable service on 6/18/13.

Mr. [redacted]'s account was under a 2 year PLG (Price Lock Guarantee) with a 2 year renewal option,

which began on 3/29/11 and expired on 4/5/13.

On 4/5/11 Mr. [redacted] was sent a Welcome Letter, which explained the Terms & Conditions of his PLG.

On 1/24/13 Mr. [redacted] was sent a Renewal Letter, which explained that his PLG would automatically

renew if he did not contact Time Warner Cable prior to the commencement of the automatic renewal

term, which was 4/6/13.

Time Warner Cable apologizes for any inconvenience that Mr. [redacted] has experienced due to the

assessment ofthe ETF.

If Mr. [redacted] needs further assistance he should 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 7 AM and 4 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Business

Response:

On 6/16/13 Mr. [redacted] contacted our office to downgrade his services. He was made aware of the Early Termination Fee that would be applied to his account, due to the downgrade; by the representative he spoke to.

On 4/5/11, Mr. [redacted] was mailed a Welcome Letter for his new PLG Agreement. On 1/24/13, he was mailed a Renewal Letter for his PLG Agreement. We did not receive a response from Mr. [redacted] stating he wanted to opt out of the PLG Agreement. This caused his PLG Agreement to auto renew for another 2 year period. The expiration date would have been 4/5/15.

On 6/19/13 an ETF of $157.65 was applied to Mr. [redacted]'s account.

On 7/22/13, I spoke to Mr. [redacted] regarding his dispute of the ETF that was applied to his account. I went over the Welcome and Renewal Letters with him, as well as the terms and conditions of the PLG Agreement. A request was done with our Accounts Receivable Department to have additional copies of both letters sent to Mr. [redacted] and to ask if the ETF could be waived.

On 7/22/13, our Accounts Receivable Department mailed out copies of both letters to Mr. [redacted] but denied the request to have the ETF waived, due to that Mr. [redacted] was made aware of the fee prior to downgrading his services.

Account # [redacted]

Consumer

Response:

Review: Received an offer for complimentary 3 months of SHOWTIME on Time Warner Cable TV.

I went to the web site twc.com/thanks but could'nt locate anywhere to put in the credit code.

I went to TW Cable web site and "talked" to a rep. (had to wait 43 min.) I was told to check the site again.

I called [email protected] and explaned the problem. She said she would connect me; but DISCONNECTED me.

I have tried every way I know to get this offer and have gotten the runaround.

Business

Response:

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 12/27/2013, regarding the concerns of:

I contacted Mr. [redacted] on 12/27/13 in regard to the problem he was experiencing with our Time Warner

Cable Website. Mr. [redacted] had received a post card in the mail offering him 3 FREE months of Showtime.

He went to our website to enter a credit code to have the Showtime added to his account, but was

unable to do so.

I apologized for the inconvenience to Mr. [redacted] and advised him that we would add the Showtime

channels on to his account from the office on 12/27/13. The Showtime channels will be FREE on Mr.

[redacted]'s account until 3/27/14, at which time they will be removed from his account without him having

to contact us back.

If Mr, [redacted] needs further assistance he should 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 7 AM and 4 PM at ###-###-####.

Sincerely,

Time Warner Cable - Wisconsin

Review: My promotion cable tv rate expired Dec. 2013. At that time I contacted TWC by phone and negotiated a new monthly rate for my cable tv and internet. Upon receipt of my Jan. 2014 bill the amount was billed incorrectly. Another lengthy phone call to TWC corrected the billing error and I remitted the correct amount. The Feb. 2014 bill arrived to see a past due amount owed plus the incorrect amount for Feb. ANOTHER lengthy phone call to TWC corrected the billing error and I remitted the correct amount. The Mar. 2014 bill arrived to see AGAIN a past due amount and the incorrect amount for Mar. Four different TWC customer service people assured me on FOUR different occasions that the billing errors have been corrected and they have not.Desired Settlement: I am asking for a credit for all alleged "past due" amounts and the issuance of correct monthly bills without the necessity of my monthly calls to TWC.

Business

Response:

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 3/18/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I called Mrs. [redacted] and have left a few messages for her with my name and contact information. I wasn’t able to speak with her but; I was able to forward her account to a supervisor to make the correction to her monthly rate as she was quoted. On 3/254/14 Ms. [redacted] spoke with the supervisor Wendy and was informed that her rate has been changed to what she was originally quoted of $86.52 and that is with taxes. Ms. [redacted] is now okay with her corrections and rate to her monthly account.

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday –Friday between 8 AM and 3PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

Review: The company is overcharging for the service provided. I talked to three representatives, two by phone and one in person, all who failed in giving the right information. First person named [redacted] called by phone at 07/02/14 call finished at 8:05 pm. Second person Angel called 07/02/14 8:20 pm. Third person Jose Rios his number is (###-###-####x#*) talked to in person 07/03/14 around 6:00 pm at south ridge mall store [redacted] we talked to him for half an hour, he never had the right answer and took contact information to call back, he hasn't called yet.

Business

Response:

July 10, 2014

Review: customer service rep for TWC did not place the on-phone order correctly causing my projected bills in a year-long contract to increase.

on 6/28/14 I called TWC with some questions I had forgotten to ask a week prior to this date. The representative quoted my new bill for the new residence I was moving into to be $14 less than the previous week's quote. I repeated several times during our phone call what items I wanted included in my package & made the rep repeat it as well (internet connection, cable hook up for TWO TV's, and I needed a DVR box for recording. On July 2, 2014 when the technician came to my house to do the hook ups, he quoted my bill would be $122.91/month instead of the $108.91 the rep had quoted me on the phone. He said it was because she had not included the order for the DVR box. He then proceeded to tell me that I would only be getting a fraction of the stations in my bedroom TV compared to all the channels I'd be getting on my livingroom TV. I did not know TWC charges for each receiver in the house,unlike other companies who only charge you for one receiver that takes care of the whole house & multiple TV's no matter how many are in the house (that is information that TWC should tell customers of a new service-not expect the customer to just know that!) I called after installation twice & got rejected when I requested my bill be reduced to the originally quoted $108.00 as the order was put in wrong-excluding the DVR BOX, stating if you purchase an item in a store & it goes on sale, the store usually honors the sale price. I had no luck in getting my bill reduced nor locked in for 2 years instead of one. I feel these cable companies are far too wealthy to be playing around with & not giving seniors & customers who pay on time a break for their patronage especially when seniors' incomes are so drastically low & fixed but TWC fees increase yearly with no improvements to their services.Desired Settlement: I would like my monthly bills to be reduced from $122.91 to $108.91 as was quoted to me before I moved & had the new service installed. I would also like a FREE receiver box for the bedroom TV for the duration of the contract so that I can get the same number of stations as in the living room, because it was not disclosed to me that I'd need TWO boxes instead of one when the order was placed. And I would like my reduced bill amount to be locked in for at least 2 years due to senior fixed incom

Business

Response:

Good afternoon and thank you for the opportunity to respond to this complaint.

Ms. [redacted] did call to reestablish a triple play bundle with us for cable, internet and phone on June 11th, 2014. She wanted to return to us for service from [redacted]. Ms. [redacted] has been a previous Time Warner Cable subscriber on at least two occasions recently: August 2010 – January 2013, she made a subsequent call to us to change the order to only have internet service installed. Then on June 28th, Ms. [redacted] called back to change the order back to the original order as placed. On this call, several different events took place, which caused the order to not be identical to the order as originally placed on June 11th. Ms. [redacted] expressed her interest in not having our phone service installed and also that she may be interested in a faster internet service. Our agent went over various options for the account and ended setting the account up to be installed with the Starter and Standard tiers for cable with one HD set-top box, and our Standard internet services at a rate of $79.99 plus equipment and taxes for 12 months. The call becomes difficult for both the agent and Ms. [redacted] to hear each other at one point, for several minutes, due to poor cell phone reception. It is obvious on the review of the call that Ms. [redacted]’s phone is fading in and out. During this time, she was trying to convey to the agent that she wished to have DVR service, and was the rate quoted after tax of $110.20 with a DVR? Our agent did state that it would not be with a DVR, however this was a very choppy portion of the call and, although Ms. [redacted] did ask several times, the information was not conveyed effectively once the call returned to normal. Coaching has been sent to our agent’s supervisor after review of this call.

Since the installation, Ms. [redacted] has made additional changes to the account, including having an HDDVR installed as opposed to the original HD box our tech brought out; she has also just recently added a 2nd HD cable box, non-DVR, and the variety pass for cable. Promotions added at the time of sale (September 6th) brought the account monthly bill to $120.36. This was all explained to Ms. [redacted] in the lobby when she went to pick up her cable box.

Based on the reviewed call, while our agent did in fact provide Ms. [redacted] with the correct information, it is obvious where the confusion stemmed from. While we are not able to honor and meet all of Ms. [redacted]’s desired outcome requests, we have been able to retain the same level of service she has on the account, but add an additional promotion which dropped the monthly billing to $109.30 after tax.

A representative from Time Warner Cable did call and speak with Ms. [redacted] today to address her concerns and this was explained to her over the phone. Ms. [redacted] did seem very pleased with the outcome.

We apologize again for any frustrations this situation has caused, however am happy to have been able to resolved the concerns for Ms. [redacted].

Sincerely,

Time Warner Cable