Time Warner Cable

Review: I had time Warner hook up cable phone and internet in my home. I was told on several occasions my price would be 111.00 including ALL fees and taxes. I also was told there would be no 8.00 charge on the rental fee of my internet modem because it was included in my package. When I received my bill this was another story. The bill was for 138 something. I called to cancel the home phone to lower my monthly charge as it was not the amount I was promised and was told there would be a 20 fee to get rid of the home phone on top of the 138 and some change. Which is another lie, because I was told I had a 30 day guarantee. I was lied to when we hooked up the home phone in the first place. The tech told me it couldnt be hard wired into the home and I later called and found that not to be true. There has been one issue after another. althought the hard wire issue was resolved the others have not been. its deceptive practices in my opinion.Desired Settlement: I would like to get what was promised to me. I am not asking for free services I understand there are fees, but baiting and switching me is not the way to keep my business.

Business

Response:

April 2, 2015

Review: In early January,I signed up for time warner cable,internet and phone service. The service was great,no problems until last week friday the 30th of january. I am a landlord of a townhouse and apparently my last two tenants owed them money. They cut my service even though my bill was paid in full on the day on installation. No-one from there office informed me that this would be a issue at all at the time of sale. So here we sit on vacation out of the country and cannot communicate with out family. Which is the main reason I made sure we had service before we left. I have spent countless minutes at $1.70 per minute being out of the country,trying to resolve this matter. So after $100 spent on phone calls I am sadly informed that because of my previous tenants of which don't even rent from me anymore we cannot have time warner service at my home,which I find outrageous since I am a business class customer of theres for 3 yrs now with no payment issues. Buyer beware,,,use a different company who might care a little more.Desired Settlement: I would like my money back for the month of interrupted service,also would like $100 credited due to the not needed phone calls I had to make out of the country. As I mentioned to Rodger in there claims department I would just like the service turned back on so I can communicate with my family. Apparently my business is not important to them

Business

Response:

Time Warner Cable reviewed Mr. [redacted] account and verified that the account has been placed with Risk Management. The agent assigned to the case can be reached at 1-866-967-7408. Time Warner Cable apologizes to Mr. [redacted] for any inconvenience this situation may have caused. Thank you,[redacted]

Consumer

Response:

Time Warner Cable has continued to have disputes with popular channels. Yesterday, I posted on their Facebook page that I would like them to fix their disputes, or we would have to find another provider. They deleated my post. When I posted again, they also deleated that one. Both within five minutes of posting. They are more concerned with their own profit than their customers. As well, there was no notification via mail, phone call, e-mail, etc. from them about the upcoming issues.

In addition we also have had awful luck with our cable continually skipping. We have had people come look at it and have tried different boxes. Nothing has worked. We have been dedicated customers for years, but we are now switching providers.

I have called TWC Customer Service/ Tech Support 54 times today in 5 months 14 days, and am still having the same issues. It took almost 5 months to get a tech out here, and in 2 weeks have had three techs, all with a different diagnosis as to why our internet was slow / drops off completely.
We have the highest internet TWC offers, 50/5. With the things we do, we should be Gods of the internet, but we can't keep connectivity longer than 5 or so minutes at a time.
I have also been given credits from 4 different CSR's, offered a 'deal' package from a Retention Agent, but none of these had taken effect until I tried to cancel altogether. And I only received 1/3 of the credit offered / promised to me.
They also sign people up for packages, charge double what is quoted and do not hold anyone accountable or uphold the verbal contracts they make, even after I supplied recorded copies of phone conversations I had with CSR's, Retention agents and Tech support reps.
These are the ones that are most financially detrimental to the unbeknownst consumer.

Review: I was signed up for a package consisting of cable and internet. I called Time Warner Cable to cancel my cable service and keep internet. After a confusing process, the representative was able to get me what I wanted, Internet only for a price I agreed to. They also increased my speed at no additional cost. I then returned the cable boxes to the location in West Allis on S108th street where S108th street intersects with Greenfield Ave. ...Some time went on and then I received my next bill, this is a few days ago. I am getting charged for cable and internet still for this upcoming month for the service period of 12/04-01/03. Not only do I not have cable nor boxes, but that means that even last month, they never corrected my invoice so I was charged in full for last month's package.

I called to discuss with Time Warner yesterday, 12/4/14, and was on the phone for 1 hour and 10 minutes and spoke with 4 different people. Still today, 12/5/14, this still isn't resolved and my bill online shows the full price for all services.Desired Settlement: What I need is the following: My current bill, due Dec 24, 2014, to be adjusted to show just internet service at the agreed upon price that is listed on the Time Warner Cable website of $54.99 so that my next payment is accurate. Then, I need a credit from last month since I was charged for cable and internet all while I only had internet. That credit should be approximately $100 because internet is at $54.99 and my bill is $157.66. Also, due to all my inconvenience, some sort of additional compensation would be a great gesture. I am going through all types of hoops for such an easy issue. I am not understanding how this has faultered in any way. It is very basic.

Business

Response:

December 6, 2014

Review: In August 2015 TWC showed up at the wrong address to connect my internet service and they called and I gave them my real address. The technician assumed me that the address would be corrected immediately . December 24 2015 TWC called and I found out that they still have the wrong address and our New mailman was delivering the bill to the address that TWC never fixed from August which was never my address. So I had not received an invoice since October 2015. I was told that it would be corrected and I would get a bill. I also gave TWC my email address for follow up which never happened. January 2, 2016 I called TWC again as I am still not getting bills. TWC guy told me that he put in a ticket with reference #[redacted]. But the collection call continued and still no bills were mailed. With no bill and TWC sending it all to the wrong address how am I to pay? So January 28, 2016 I contacted TWC AGAIN and they had "no recmore rd of the previous ticket or anything" which is what they always say! Now I am getting charged collection fees and have collection calling me. All I want is to pay my bill so please send me a bill!!!Desired Settlement: A bill, with no extra fees due to twc's errors from the beginning and correct report to credit bureau with proof to me

Business

Response:

We do apologize for the inconvenience. Ms. [redacted] account address was corrected on 1/28/16. Credits were applied for the two late fees that were charged during this issue. On 1/30/16 a billing statement was sent to the correct address. Ms. [redacted] account balance is currently $50.87. No billing information was reported to the credit bureau. Time Warner Cable considers this matter to be resolved.

Consumer

Response:

Review: I had wireless internet service with Time Warner Cable, and was a loyal customer for years with automatic debit set up so there was never a late payment. I attempted to expand to include a basic cable package when my apartment complex management company ([redacted]) discontinued TWC included/w rent perk. I attempted to contact TWC numerous times, leaving messages on the voicemail of the representative provided by my landlords, prior to the cancellation on 7/1/13 to avoid a reconnection fee as advised and I received no response. (Calls to sustain service started about 6/20/13) Cable was disconnected and I finally got a call back on about or around 7/5/13 only to be told I would be charged a reconnection fee. I then was quoted 3 different increasing prices by multiple representatives after constantly getting my call transferred for the exact same package ($79.99, $103.99, and $116.99). Needless to say I cancelled service from Time Warner Cable, and returned my equipment on 7/19/13. I received a receipt for this return, (#[redacted], Operator [redacted], [redacted]). Since TWC charges for the next month on my debit card and I was returning their product mid-month, I requested I be reimbursed the appox. $30 of the appox. $66 charge, but was denied. The representative then told me I owed $3.84, and when I asked why in the world would I owe them money she muttered something about a rental fee ( which is already included in my monthly charges), then told me she cancelled the charge. I clarified with her that I did not owe the money nor would I be charged on my debit account, which she verbally confirmed and assured me my receipt clarified that fact. Since then I have been charged the 3.84 on my debit account. I understand that it is a small amount but after the unethical actions by TWC leading up to this I am furious at being charged any amount after being told I would not be. I have now been forced to change my debit card information to prevent any further wrongful charges and now have to deal with adjusting all other automatic payments I have linked to that card because of TWC.Desired Settlement: I expect nothing less than a letter of apology for their attempt at overcharging me and how their representatives treated me, a reimbursement not only of the $3.84, but also of the $30 of unused service I paid for. I expect my reimbursement to be provided in check form as I have been forced to change my entire debit account to prevent any further wrongful charges and refuse to supply TWC any other banking information.

Business

Response:

Sunday, July 28, 2013

Review: I disconnected service on August 19th and asked for an equipment pickup so I could get the $263 hold off my account outstanding. During my phone call to cancel, the rep I spoke with set up a time for TWC to pick up their equipment (since I live over an hour from their "nearest" location to me.) Everything was set up so we disconnected. I did not hear much for a while, so I called back 9/6 and spoke with a rep for 15 minutes to explain the previous call. Apparently, my phone number and address were both incorrect - so I asked them to update the information to my new telephone number ###-###-#### and [redacted]. They said they would send someone again for pickup. Nothing happened, so I called on 10/3 at 6:00pm, explained the situation again, and this time I was told they were not going to be able to come out unless I pay a fee. She mentioned that she showed no record of anyone ever scheduled to come pick up my equipment. I disconnected because I was extremely frustrated at this point. I called back on 10/4 at 8:17 pm and spoke to both a rep and a supervisor. They ASSURED me everything was updated and the equipment would be picked soon. She emphasized that I should get a receipt. They sent the rep to the wrong address, so when he called, he couldn't come. He told me he'd call me back. No callback. I called TWC AGAIN, and this time a supervisor promised that it would be taken care of, that I shouldn't pay the $263 bill, and the equipment would be picked up today. I was home all day, no one showed up, and they called my fiance's number. Unacceptable. I called back TWC for the umpteenth time and asked them to review all phone calls I made, pick up my equipment tomorrow between 6-7 at the proper address, call the proper number, and I also want to speak with the [redacted] named [redacted]. I am extremely disatisfied with the inept customer service TWC offers. I need answers, NOW. What is going on with this? P.s. Your online support told me my equipment was returned...lie.Desired Settlement: I would like TWC to DO THEIR JOBS before I fully collect this information and take it a step further for legal review. There is absolutely no reason why any customer should have to endure 2 1/2 months of false information, no-shows for appointments, incorrect information retention, and overall poor customer service. I currently have TWC but am considering cancelling ALL services and advising all of my clients and friends to do the same. I will be telling them about this asinine experience.

Business

Response:

Tuesday, November 5, 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 10/30/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with [redacted] and apologized for the inconvenience she experienced when contacting our Customer Service Department. I advised [redacted] that I would submit the proper feedback to the agent’s supervisor. [redacted] requested that someone from our Senior Management group call her back. I advised that I would have my Supervisor [redacted] contact her. [redacted] spoke with [redacted] regarding her experience and the information received will be forwarded to Senior Management for review.

If [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,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: I cancelled my cable service but kept the internet. My next bill should have been reduced but they still debited my checking account the full amount from when I had cable. They state that they are unable to deposit the credit back into my account. My only options are to have my TWC account credit for the future months or wait 7-10 business days to receive a refund check in the mail. I do not feel I should have to wait that long when it was their error.Desired Settlement: Amount owed should be credited back to my checking account in a timely manner.

Business

Response:

Thursday, January 24, 2013

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 11/07/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke [redacted] and advised that I would have the refund ticket escalated and that I would call her back once I received and update.

I called [redacted] at 3:03pm today and left a detailed message to advise that the refund in the amount of $85.34 was processed and will be refund back to the Visa card, however it will take 3-5 business day to process.

If [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,

Time Warner Cable - Wisconsin

Review: Time Warner Cable has intentionally made it difficult to get my bill adjusted. They frequently have you contact 1 department only to transfer you to another. When you contact billing, they tell you that you have to contact customer solutions to have your rate adjusted. When you contact customer solutions, they tell you that you have to file a complaint with billing. When you contact billing again, they say your complaint is noted and transfer you to customer solutions. It is an endless cycle. In each of the below instances, I was transferred back and forth between departments, was escalated to various agents, spoke to supervisors and managers, and was told numerous times that discrepancies were found in my bill but that another department had to assist. Once they transferred me, I was told that I had the best possible price, and that they couldn't assist me further. In many instances, I would request to have my calls listened to in order to sort everything out. In each instance, the agents would advise that a manager would listen to my calls and contact me back. However, never once did a manager call me. Then when I could call back to go over it, the agents would tell me that another department had to pull the calls. An overview is as follows:

In early July, I noticed that my bill had unexpectedly increased. Upon contacting their call center on it, they had advised that it was going to go up again. As a resolution, the agent agreed to lock me in at the current rate (which was still an increase from before) but that it would not go up again.

Once I got my bill in mid July, I noticed that this bill was again incorrect, I called and spoke with an agent that was extremely rude and hung up on me. I contacted them back right away and spoke with another agent expressing my complaint. During that interaction, the initial agent that hung up on me, called me back and said he would have a manager review the call from early July and call me back.

Two weeks went by without a return call (end of July), so I called in order to have the calls pulled and fix my bill. I spoke with another agent who agreed to have a manager call me back. She also agreed to lower my bill as she found a discrepancy. She stated that she would lock me into a lower rate through December.

I never received a follow up call and when I got my bill at the end of August, it was increased again. I contacted the call center again in mid September and spoke to someone who said they would have a manager pull of all my calls and call me.

I again waited two weeks and never received a return call. I called back in at the beginning of October and upon being escalated spoke to a manager (Billing Department) who agreed to listen to the calls, stated he found discrepancies in my bill, and advised he would get them sorted out. He transferred me to another department (Customer Solutions Department). During the call, the Customer Solutions Manager stated that he could not hear me and hung up on me.

I called back the next day and got transferred 3 times between the Billing and Customer Solutions department and during each call was also escalated from an agent to a supervisor. In the end, I spoke to six different people who could not help with my bill. They provided conflicting information and were extremely rude. The last individual that I spoke to handled it the worst. I asked if I could speak to the legal department and he said only lawyers could do that. I asked if I could file a complaint and he said only supervisors could take it. I asked if I could speak to a supervisor and he said he was one. I asked if I could file a complaint and he said he'd note it. I asked if he could listen to calls and he said he didn't need to because the notes indicated that I was wrong. Upon explaining that I felt the wrong call may have been pulled based upon his description, I asked if he could have all of my calls pulled, he stated that wasn't feasible and that no manager would pull my calDesired Settlement: I would like to be locked into my initial rate ($75) for 1 year. In addition, I'd like to be pre-notified the next time a promotion ends.

Business

Response:

As we reviewed this billing complaint, we have pulled and listened to multiple calls as per requested by the customer.

Review: They have admitted to drastically overcharging my credit card by almost $1,000 over the last 2 years, refusal to reimburse meDesired Settlement: I must be reimbursed for the money that was stolen, I also want to be credited for lost service days due to their error and all fees accrued while they have failed to fix their errors should be wiped

Business

Response:

Hello All,

[redacted] Revdex.com has been addressed.

Have a great day!

Review: I have had this service for about 7 months and I have had nothing but problems from day one. I have had countless service calls as well as equipment changes. I called this morning because my dvr box will not record on the hd channels. After having to call back I spent well over a half hour speaking with someone only to be told I have to again get another dvr box. I was told one would be sent to me. When I left my home the box was working just fine only to return an hour later to find the dvr box not working at all. I placed another call only to be told they can't fix the issue and again I have to be without service until I replace the box myself or wait two days for a service tech to come out. This customer service is not acceptable for what I am being charged.Desired Settlement: My bill needs to be lowerd since they are not capable of putting out good quality service.

Business

Response:

September 22, 2015RE: Customer: [redacted] Case ID: #[redacted]Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding [redacted]’ complaint: Our records indicate that Mr. [redacted] did visit a TWC Store to swap out the video equipment and the problem persisted. However, it appears that Mr. [redacted] refused to schedule for a Service Technician to address the matter or troubleshoot further over the phone. In order to correct the service issues, we will need access to the equipment. Mr. [redacted] may contact our Care Team to schedule a service call at his convenience at 1-800-617-4311. In addition, we have also applied a 2-day credit to the account. Our records indicate that the issue was reported to us on 9/20 and therefore a service adjustment of $7.90 has been added to reflect the dates of 9/20-9/22.Time Warner Cable apologizes to Mr. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Consumer

Response:

Worst customer service I ever had....

Never go with them, you have struggle a lot for proper internet connection, it gets disconnect every now and then, and my internet gets really slow and when I called customer service they told to reboot my modem and it will be up for 4-5 days and again it will be slow, it happened for me for 6months and then I disconnected and I has to reboot my modem every week in these 6 months and While I am terminate the service they charged me extra and I have to call multiple times to get refund and they send mails from recovery department for the extra charges they posted on the account, it really [redacted]....

If you want peace of mind with your internet DO NOT go with them.

I have had Time Warner service for a number of years. I am also astonished how new customers are treated so much better than existing. When I go into the store to there are always deals that have been available but nothing is done to make customers aware of the savings they could have. I live in a suburb of Milwaukee and it is not at all rural. I have had internet issues since starting service. Recently I had a tech come out to test speed. The tech told me there is a latency issue that they are aware of. Latency is when I get internet for 15 or so seconds then it drops for about 5-10 seconds. This goes on continuously causing a very slow connection with often times pages not loaded and downloads failing to finish. He then told me they will not be fixing it, it costs too much money/takes too much work to resolve the issue with the lines coming into the area. In other words, they are more than happy to charge people in the area for services they can not provide. Customer service numbers are a joke. I asked to speak to a manager or supervisor after having someone try to guide me through all the tests they have had me run before. The phone was set on the desk and I was left to listen to the office talk for 35 plus minutes before I gave up and hung up. I'm guessing this is standard protocol as this has happened before. They seem aware of their issues and have fun making customer's experiences awful. I would highly advise any user thinking of using this service to think again. I am now searching for another provider in the area that will give service they advertise and provide helpful customer service.

Review: I canceled my services back on August 31, 2013. At that time I had 3 days of service on my new billing cycle but paid the full amount of the bill. When I spoke with an agent over their internet chat option on September 16, I was told I would receive a refund totaling $76.25 which included a $24.50 customer service credit for another problem I had with the company. (I have a copy of this conversation transcript that was send to my email.) According to the few agents I have spoken with at Time Warner, they do not have any record of this conversation happening. I still had not received my refund as of September 30 so I called in and was told the refund was going to be only $70.97 and also received a bill dated as of September 11 for a refund of the same amount $70.97. An agent put in a ticket number about the issue and told me I would receive a phone call back from a supervisor about the issue. Ticket number #[redacted]. I did not get a response back so I chatted online with a new agent and he told me that the ticket had been closed, my dispute was denied, and the refund check for $70.97 was sent out so there was nothing I could do. I never received a phone call to dispute this decision. He also told me that the amount of $76.25 did not include any prorating that occurred to lower the amount of the refund but according to the quote from the first agent, that conversation happened after the billing statement of Sept 11, so the actual refund amount went up. How could prorating make it go down on Sept 11, up on Sept 16, and then back down on Sept 30?Desired Settlement: I would like a check for the different in the amount of what I was quoted on Sept 16 of $76.25 and the amount they claim they already sent me on October 1.

Its only a difference of $5.28 but its the principle that they should stand behind their agent's and what they quote people in conversations.

Business

Response:

Tuesday, October 08, 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 10/7/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

We at Time Warner Cable sincerely apologize for the customer service problems that Mr. [redacted] experienced during the closing out of his former account at [redacted]. He received confusing and contradictory information during his conversations with customer service t during the time he was getting the service disconnected and returning his equipment.

After a telephone conversation with Mr. [redacted] today, we have credited the account the additional $5.28 that he requested, bringing his total refund to $76.25. We have informed him that the refund process takes about 4 to 6 weeks to complete, meaning that he will receive his refund in early to middle November. Because the refund is in the early stages of being processed, his refund check should include the entire $76.25, though it is possible the refund will come in two parts ($70.97 and $5.28).

Should you or Mr. [redacted] have any additional questions or concerns, please feel free to contact me. I can be reached Monday through Friday, between 9 AM and 6 PM, at ###-###-####. Also, a voice mail message can be left after hours.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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: September 9th, 2013[redacted]e Warner[redacted]###-###-#######-###-####[redacted]Dear Sir or Madam:For six months we have had problems with the sound and picture freezing for a few seconds. The first time [redacted]e Warner came out they put a booster on the signal. No change. The second time they came out they took the booster out and put in a new cable outside. No change. The third time they came out they put the booster back on and said they had made changes in the system. No change.During the Packer game on Sunday, September 8th I counted 17 such freezes. You can imagine what that does to the enjoyment of a game when it freezes during the middle of the play. Today, September 9th, I turned on channel 1007 and it froze twice at 1:03. I turned on 1006 and it froze three times between 3:43 and 3:45.Ive tried to talk to various agents with no satisfaction. Today I tried to work my way up the ladder and got to an agent by the name of [redacted]. I told her the above information and that many of my neighbors had complained. She checked and said no neighbors had complained. I gave her names and then she said, Oh yeah they had a cable replaced last week. She apparently lied.Heres what our neighbors have said in reply to my email asking if they have had a similar problem:1.[redacted] and [redacted] across the street continually losing Internet2.[redacted] a block to our rear same problem.3. [redacted]==We had so many problems with time warner with our TV picture freezing and jumping that we just switched to [redacted]. So far so good. The technician told me that [redacted] has had to bring extra technicians in from out of state because [redacted]e Warner is losing 4000 customers in Wisconsin a month between their fights with NBC and CBS and technical issues. 4.[redacted]==We have had our sound and picture freeze intermittently off and on for the past year or two. It was better for awhile but now I am noticing it a little more frequently again.5.[redacted]==We've had the problem off and on and other than bringing in a highly trained TWC technician (who really hates his job) my only other fix is to periodically reboot the cable box by unplugging the power for 30 seconds. Depending on your cable box the reboot can take 15 minutes.6.I want this problem fixed and to be compensated for the lousy service.Sincerely,[redacted]###-###-####[redacted]Desired Settlement: I want the problem fixed and a $300 refund for my troubles.

Business

Response:

October 30, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received September 09, 2013, regarding the customer service concerns of:

Thank you for forwarding Mr. [redacted]'s concerns to our attention.

We were able to review Mr. [redacted]'s account and determined that he has been experiencing intermittent service

issues since May of 2013 and while a number of service calls had been completed both at Mr. [redacted]'s home and

the nearby area, the problem was recurring.

Our technical operations teams have been working to bring these issues to a close; monitoring signals and

equipment and making repairs. In addition, a new line was run on the outside of Mr. [redacted]'s home and the

appointment to bury it was entered into our system on 10/28/13. Per discussions between our technician and Mr.

[redacted], he was no longer experiencing the issues with his picture or audio freezing or pixilating.

I spoke with Mr. [redacted] today to confirm that he has not experienced any additional problems and to explain that,

weather permitting, the bury will be completed within 10 days of the Diggers' Hotline locates being done. I have

also applied a credit of $300.00 after taxes and fees to Mr. [redacted]'s account for the loss of service. At the present

time, there is a credit balance of $300.00 on the account, Mr [redacted] will see the adjustments on his 11/20/13

statement.

We thank Mr. [redacted] for bringing this matter to our attention so that we would be able to share the feedback and

work toward resolution and ask that you accept our sincerest apologies for any frustrations this situation has

caused.

Should you or Mr. [redacted] have any additional questions or concerns, please feel free to contact me. I may

generally be reached Tuesday through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.

Sincerely,

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've been trying since October 11 to transfer my cable and internet service from my prior address to my new construction home. The new construction home is in an established neighborhood with many neighbors on the same street already having cable. I have a cable box in my front yard. I've spoken with at least 10 people at TWC trying to transfer my service. My initial contacts told me my address was not serviceable. Three people completed serviceability requests that they told me should be turned around in 2 business days. Each indicated they would follow-up with me. No one did. My current active serviceability request has been active since October 18. It's been over 2 weeks and no one has acted upon it. Each customer service person tells me it's "pending", it should take two days, and there should be no reason my address is not serviceable as everyone around me has cable...yet the issue has not been corrected. One time I went in person to the TWC office on [redacted]. I spoke to the agent who was rude, indicated there was nothing he could do as the serviceability request was in process. I asked if a truck could be sent out to check the serviceability of my address, and he said no. He displayed the poorest customer service skills of everyone I have dealt with. I've asked to speak to supervisors, with no success. I threatened to term my service and spoke to the cancellation department, hoping that agent could get something done, with no success.

There is an obvious mistake in the TWC system that no one is correcting, Many of the customer service reps have noted this, but still no action. It has been a huge frustration dealing with the company. Since they have a monopoly, they need to be accountable.Desired Settlement: Not only do I want them to finish the job. At a minimum, I want a credit from October 11 until the date the service finally becomes active at my new address. If they believe in service recovery, they should offer me more than that.

Thank you for your help.

Business

Response:

Review: Contract to start service included a bonus of a samsung Tablet. Received a gift card instead.

When we decided to switch to Time Warner (12/26/13) we did so because of an offer to receive a Samsuung Tablet. When we were sent the bonus registration it was for a gift card. (1/20/14) I called and they explained we should register the code anyway they would sned it to the escalation department and get us the tablet. I receved more notifications about the gift card and each time I called each time and stated I wanted the tablet.(1/31/14,2/4/14, 2/6/14, 2/14/14,4/23/14 and 5/5/14) They all asured me they could get this straightened out. We never got the promised call back from the first three phone attemts.We were unhappy with the TW service because of continuous billing errors and outages that started from installation day. We were receiving and only stayed because we wanted the tablet as promised. After 5 months they called and said we registerd for the gift card and that is all we will get because thats what we asked for and it cannot be changed.(5/14/14) I felt I had no choice but to follow the TW rep that told me to register the code or lose all bonus opportunities.(1/20/14) I have documetation that proves our contract was for the tablet. A gift card was never part of the offer. I have my records of calls to TW about the situation and the lack of response but no transcripts or tapes of the conversations. I have not used the card and would gladly return it for the tablet. We have far exceeded the requirment for the tablet and would not have stayed with TW if we knew they would not be honest about the promotion. I finally got one customer service rep to admit they had probably ran out of the tablets and sent the card instead.(5/14/14) This was also never told to us.Desired Settlement: We are looking for the tablet. We will gladly return the gift card for the tablet and an explanation for why we were strung along and lied to about the bonus program.

Business

Response:

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

Review: Our internet went out one year ago. The company stated they would repair the issue and installed a cable that now lays across three home residence yards. They stated they would come out to bury it after winter. Multiple service and engineering employees have arrived at the properties since then and have all looked at the cable, informed us that it is an aerial cable that cannot be buried, and left. Additionally, when speaking and making arrangements with customer service, there have been a number of times when service is scheduled and no one shows up and a reason is not given as to why. This has happened on more than three occasions per affected resident and we do not find an aerial cable laying across our yard acceptable.Desired Settlement: Remove the aerial cable and provide a wireless connection. We cannot trust, based on past experience, that trenching to bury ground lines would be completed adequately and accurately.

Business

Response:

Mrs. [redacted]-

I'm terrible sorry for the experience you've had with this unburied mainline. I understand that multiple things have been miscommunicated to you, and I have begun the coaching process on that. Rest Assured that our Construction Team, the correct team, has been made aware of the situation. I've been in contact with Construction leadership, and the line bury process has begun. In the coming days you will see a representative locating and marking all other underground utilities. following that process, our team will be engaged in burying the line. Keep in mind, that while this situation has been extremely lengthy, is still is extremely weather dependant. With that being said, we will do everything we can to make sure the line is buried to your satisfaction, as soon as possible.

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: on Feb 24 I upgraded my cable services from basic to standard. It is now mar. 24 I have yet to receive the new service. I have made numerous ph. calls to TWC to correct this issue and they have yet to correct it. They did increase my bill to reflect the new service that I have yet to receive.Desired Settlement: Do not charge me more than my original bill until the service is corrected.

Business

Response:

Good afternoon

We had a technician out on 3/24/15. The technician activated outletts and fixed some signal issues. The customers services are now up to specs. In addition to the $74.52 that was credit out on 3/19/15, we have credited an additional $51.52 for time without services and install fees he was charged. The customer has an auto pay set up with us. We have adjusted the pending payment to reflect the credits. The customer will have $62.03 come from his auto pay on or around 4/8/15. If the customer has any additional questions or concerns he should contact customer services.

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. I would like to thank you for your assistance in resolving this issue. I just wish that it did not take this amount of effort to get TWC to provide fair honest customer service.