Time Warner Cable

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:

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

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:

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: 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!

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: 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: 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

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.

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: 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: The amount of calls they make to collect one passed due payment is insane and harassing. The automatic collector doesn't stop. It continues: All. Day. Long! A few reminder messages a couple times per week would likely elicit a much more positive response from me and probably other human beings. No one likes to be harassed incessantly for $55. No one.

I hadn't received their last bill because I moved out of my old apartment early and was out of town for a few days so I have not had time to physically go to their store to return their box and make their payment.

I admit that I am guilty for being past due on my bill. However, their automatic bill collection system does not stop calling me all day long. It’s been five days since the calls started. I can’t take it. There are days when I've received calls as late as 9 PM and as many as 5 or 6 calls per day. I know they must collect--but this is excessive. I could see calling 5 time per week--but 5 times per day.

The first day they started calling--like 4 or 5 calls that day--I was traveling, so I didn't even notice until late that night. The next morning, I woke up to their first call by 8 AM. I decided to ignore them until I had time to deal with them when I was to return home in 2 days. But the calls just kept coming. Everyday. Multiple times per day.

Additionally, their automatic message inundates my voicemail--to the point where I had a patient complain that he was not able to leave a message because my voicemail was full--and it was, mainly from their automated messages over a period of 3 days (I stopped wanting to listen to my voicemail after 2 days and let it go for next few).

And even if it was $200 or $1000, you can't--and shouldn't--make a human being pay it by harassing them with an automatic collector. It just doesn't work. It makes people angry, embarrassed, and rebel against wanting to do business with you.

And, the only reason people continue to use your business is because you have monopolized the industry and there are no other choices.Desired Settlement: Stop calling so excessively.

A few reminder messages a couple times per week would likely elicit a much more positive response from me and probably other human beings. No likes to be harassed incessantly for $55.

Business

Response:

Unfortunately anytime that there is a past due balance on an account, these calls will continue to be received. The automatic dialer is programmed for daily follow up. We do understand your frustration and have passed your concerns along to our Collections group for consideration. We look forward and continuing business with you as a Time Warner Cable value customer.

Review: I had cable service with Time Warner Cable for several years and on September 7th, 2015 I discontinued my services , turned in the cable equipment and per the customer service representatives request I issued payment for the entire month of September with the understanding the monthly bill would be prorated and a reimbursement would be given to me the following month.

Since I was leaving for Tennessee I requested the check be sent to my grandson, [redacted] which the cusotmer service representative stated would work out fine.

When the reimburesement wasn't issued I contacted the customer service department and the representative informed me I had a reimbursement of $ 84.78 and stated a check had been issued and should arrive within the week.

This conversation occurred in October 2015 and the reimbursement still has not arrived , so needless to say there have been several calls to Time Warner Cable and we have spoken to over 15 customer service representatives and supervisors with no success.

Every representative has assurred us the check will arrive in the mail within the next week but thus far there has been no reimbursement ,so at this point the only choice we had was to contact your agency for assistance.

Please feel free to reach out to me to assist with any additional questions or information that you may require for resolution.

Thank you in advance,

[redacted]Desired Settlement: I obtain promised reimbursement of 84.78

Consumer

Response:

Yesterday my grandson, [redacted], did receive the check from Time Warner Cable so I am assuming the check was sent out last week after our final call to Time Warner Cable when we informed them we were contacting your agency, so although there is finally resolution I would like it noted it took several months and several calls with the final call informing them that your agency would now be involved for the case to be resolved. Thank you for the quick response and assistance. Sincerely, [redacted]

Review: I cancelled service with Time Warner Cable (TWC) (March 2015). On the day of disconnect, the technician left my house with modem.

Eight months later I received a bill from TWC for $119 for modem. I called TWC and told them that the technician took it with him when he left my house. TWC was going to investigate and gave me a ticket number for reference to the issue [redacted]. I didn't hear back from TWC and thought the issue was resolved.

One month later I received a bill from Collections for the modem. $119

I called TWC again (December 7 2015) and now they are saying that they need proof that the technician took it.

I want to file this complaint against TWC because their employee didn't follow through correctly with returning equipment. They gave me the technician's first name - [redacted] but are not allowed to give out last name.

I want my bill adjusted and the bill to collections recalledDesired Settlement: Billing adjustment and recall from collections

Business

Response:

To Whom it May Concern:Upon investigation of this complaint we determined that it would be impossible for our technician to have removed the modem in question in March as indicated by Ms. Vedum, because while the customer disconnected internet services at that time, she retained TWC phone service - which requires our modem to work. Customer's phone service was disconnected in October of 2015. We would advise the customer look again for the modem in question and return it to her nearest TWC retail center at her earliest convenience.Sincerely,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.

Regards,

Review: I checked my bank account and seen that on July 24, 2015 Time Warner Cable removed $30 from my account for a return fee. I did not authorize this company to go into my bank account and pull this amount out. When I did try to discuss this with Linda (internet chat) and another individual over the phone (hard to understand and didn't get name) they state Time Warner Cable did not pull the funds out of my bank account. Prior to their contact, my bank stated I needed to discuss further with Time Warner Cable about this charge. Any other agency or business applies the additional fee to the billing for the following month, they do not just go into someone's bank account and do an automatic withdrawal without consent. I have now gone negative in my account because of this transaction. Let alone I apparently also placed a automatic withdrawal on 7/20/15 for a $60 payment. I did not authorize this payment to be withdrawn on 7/20/15, I did do an authorize for 7/17/15. The online instructions stating that a individual has 24-48 hours to cancel payment is not clearly stating it had to be before the transaction posts to the account. As I did try to locate how to cancel the payment online through their website after I established the deduction and could not locate how to cancel the payment.Desired Settlement: I would like the $30 fee that was charged to my account, along with an additional $30 to cover the bank fee that was applied to the account due to this transaction.

Business

Response:

Hello All,

[redacted] Revdex.com has been addressed. Please review attachements.

Have a great day!

RE: Customer: [redacted] Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Time Warner Cable has investigated Ms. [redacted] claims. On July 16th 2015 our record shows a check payment was made to TWC by Ms. [redacted] online through the customer’s TWC “My Account”. The Checking Account # ended in 7031 was used to make this payment in the amount of $60. The payment was reflected onto Ms. [redacted] TWC account by July 17th, 2015. TWC will make a 1st attempt to retrieve the funds however, if the funds are not available on that 1st attempt, Check Veolocity will attempt to retrieve the funds. Check Velocity is the vendor we use to attempt to collect on non-sufficient funds (NSF) checks/EFT. NSF checks will be sent directly from our bank to Check Velocity and they will attempt to collect from the person who wrote the check. Check Velocity will attempt to collect the payment as an electronic payment up to two times from the customer’s bank account. Check Velocity will also attempt to collect the Returned Item Fee as an electronic payment up to two times from the customer’s bank account. On the customer’s monthly billing statements which are generated and mailed out to Ms. [redacted] on the 26th of each month, it make the customer aware under “Customer Information”: If your check is returned, you expressly authorize your bank account to be electronically debited for the amount of the check plus any applicable fees. The use of a check for payment is your acknowledgement and acceptance of this policy and its terms and conditions. Attached is a copy of the customer’s billing statement which reflects this information on page 4 of 6. In addition, on the website it made Ms. [redacted] aware after she made her payment “You can modify or cancel this payment up to 48 hours prior to the selected payment date”. Once the funds are deducted from the customer’s checking account it will not allow the customer to cancel or modify the payment. Due to this not being an error of TWC unfortunately, Ms. [redacted]’s request to have fees refunds back to her account has been denied. 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. Sincerely, Time Warner CableUPGRADE TO OUR BEST OFFER

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Page 1 of 6

1320 DR MARTIN LUTHER KING DR MILWAUKEE, WI 53212

STEPHANIE [redacted]

2615 S CALHOUN RD APT 208

NEW BERLIN WI 53151-2768

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Offer expires 8/31/15 and is available to current residential Single Play Internet customers who sign up for the Triple Play (Preferred TV, EPIX, Internet, Home Phone); Free Installation applies to standard installation on up to 3 outlets. Offer includes lease

of one Set-Top Box for 1 year, regular rate applies after 1 year. Triple Play price will increase $20 per month for months 13-24. After 24 months, regular rates in effect at that time apply. $900 savings claim based on individual product retail rates versus

Triple Play package rate in the first year. By enrolling in this promotion, customer agrees to be bound by the terms of TWC’s Subscriber Agreement which can be found at http://help.twcable.com/html/twc_sub_agreement.html. Additional charges

apply for equipment, installation, taxes & fees, broadcast, sports programming, activation and other surcharges, Directory Assistance, Operator Services and International calls outside of the calling area. As a condition of service, you may be required

to have equipment for every TV in your home. Lease of a modem or purchase of an approved modem required for Internet service. Currently approved modems can be found at www.twc.com/approvedmodems. The Better Guarantee is a thirty-day

money-back guarantee that applies to TV, Phone and/or Internet monthly recurring charge and standard installation charge. TWC must receive cancellation request for all eligible services within 30 days after installation. Return of all leased equipment

required. Some services are not available to CableCARD™ customers. TWC TV® requires Standard TV or higher, Roku 2 or 3, iPad or iPhone with iOS 7.0 or higher, Kindle Fire HD/HDX, Xbox One®, Xbox 360®, Samsung Smart TV (2012 or newer) and/or

Android 2.3 smartphone or Android 4.0 tablet and WiFi connection. TWC authorized modem required for in home viewing and minimum 1.5Mbps connection recommended for out of home viewing. Some functions require compatible Set-Top Box or

DVR. Programming is subject to availability in your area and the video package to which you subscribe. Not all equipment supports all services. Phone 2 Go requires TWC Home Phone service, a TWC ID, a compatible device running iOS 6.0, Android 4.1

or higher and a cellular or WiFi data connection. Phone 2 Go may not be available in all areas. Actual speeds may vary. All services may not be available in all areas. Subject to change without notice. Some restrictions apply. EPIX® is a registered trademark

of Studio 3 Partners LLC. TWC TV® app rated #1 Pay TV Distributor App by FierceCable. Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc. Used under license. All other trademarks are property of their respective owners.

©2015 Time Warner Cable Enterprises LLC. All rights reserved. (815B3/4C)

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Page 2 of 6

7630 1000 NO RP 27 07272015 0000427 002

1320 DR MARTIN LUTHER KING DR MILWAUKEE, WI 53212

Please detach and enclose this coupon with your payment.

*305003311*

Payment due date

DO NOT PAY

10404-305003311-6001

Account number

**Please allow 7-10 days for delivery and

payment processing. See reverse side for

more convenient payment options.

Total amount due

-$12.72

Amount enclosed

STEPHANIE [redacted]

APT 208

2615 S CALHOUN RD

NEW BERLIN, WI 53151-2768

TIME WARNER CABLE

PO BOX 4639

CAROL STREAM, IL 60197-4639

104040010043050033116400012724639

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Page 3 of 6

Account number

10404-305003311-6001

Customer code 1958

Customer Service

Call us anytime 1-800-TWCABLE

Visit us at twc.com

Due date Service period Amount due

DO NOT PAY 08/02-09/01 -$12.72

Stephanie [redacted]

Apt 208

2615 S Calhoun Rd

New Berlin, WI 53151-2768

Thank you for being a valued Time Warner Cable customer. To

learn more about our advanced products, please call

1-800-892-2253 or visit twc.com

Previous balance & payments

Balance last statement 110.05

Payments received as of Jul 25, 2015 -170.05

Credit balance -60.00

Current month

Monthly services 44.99

Taxes, fees & surcharges 2.29

Do not pay -$12.72

7630 1000 NO RP 27 07272015 0000427 002

Pay online

Go green with online bill payment.

Sign up at twc.com/account

Have your account number and customer

code ready, found on the top of this page.

Pay by phone

Call us anytime at 1-800-TWCABLE; simply say

"pay my bill" to pay your bill for free. Or you can

speak to someone live with any questions

about your bill.

Customer information

Experiencing technical issues with closed

captioning? Call 1-866-892-4249, email

[email protected], or fax

1-877-430-1386. Address written complaints

to A. Long, Legal, 13820 Sunrise

Valley Dr., Herndon, VA 20171, email

[email protected], or

fax 1-704-697-4935. To follow up on a

written submission, call 1-877-276-7432.

If your check is returned, you expressly authorize

your bank account to be electronically debited

for the amount of the check plus any applicable

fees. The use of a check for payment is your

acknowledgement and acceptance of this policy

and its terms and conditions.

To view the call detail for your Home Phone

calls, go to twc.com/account

For information on any programming changes in

Southeast or Northeast Wisconsin, please consult

the legal notices published in the Milwaukee

Journal Sentinel and the Green Bay Press Gazette

on the 1st and 3rd Wednesday of each month or

on twc.com

Visit twc.com/careers for career opportunities at

Time Warner Cable.

TWC imposes surcharges to recover costs of

complying with its governmental obligations.

Franchising Authority: FCC ID#WI0260

WI Dept Financial Institutions, P.O. Box 7846

Madison, WI 53707-7846

Converter leased by TWC Wisconsin Procurement

LLC, an affiliate of Time Warner Cable.

Page 4 of 6

Stephanie [redacted]

Do not pay : -$12.72

Account number 10404-305003311-6001

Customer code 1958

Statement date Jul 27, 2015

Previous Balance

Balance last statement 110.05

Total previous balance 110.05

Payments

07/17 Payment received -60.00

07/20 Payment received -110.05

Total credit balance -60.00

Monthly services

08/02-09/01 Time Warner Cable Promotion 34.99

Includes: Standard Internet

Turbo Internet Upgrade 10.00

Total monthly services 44.99

Taxes, fees & surcharges

WI State and Local Taxes 2.29

Total taxes, fees & surcharges 2.29

Do not pay -12.72

Reach us at your convenience

In person

1511 S. 108th Street, West Allis, WI 53214

Monday-Friday 9am-6pm

Saturday 9am-1pm

On twc.com

Visit twc.com/account to pay your bill online, view FAQs/self-help options

and chat with live agent. Just have your customer code above on hand.

Through your mobile device

With our free My TWCt app.

Over the phone

Call us anytime at 1-800-TWCABLE to speak to someone live with any

questions about your bill.

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† Subscription to IntelligentHome and Time Warner Cable Internet is required to receive a $200 Visa® Reward Card. Customers must be in good standing and maintain all services

for 90 days. Reward Card may take an additional 4-6 weeks. Other restrictions apply.

Offer expires 12/18/15. Free Installation offer includes standard installation of IntelligentHome only. Early termination fee may apply. Taxes, fees, surcharges and equipment purchase charges apply. IntelligentHome and all features may not be available in all

areas. Residential use only. Some restrictions apply. ©2015 Time Warner Cable Enterprises LLC. All Rights Reserved. Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc., used under license. Licensed by New York State Department

of State — NYS Unique ID #[redacted], TWC Security Inc. d/b/a Time Warner Cable; NC: ASLB #583CSA; CA: ACO#7062; TX: B17430 Time Warner Cable 6400 Fly Road, East Syracuse, NY 13057, ACR-1762124, LMPD LIC 818, NJ 34BF00045600.

$200 Reward Card offer expires 12/18/15. Offer available to new subscribers or existing High Speed Internet (HSD) Only subscribers who sign up for IntelligentHome. Customers must remain in good standing and maintain all services for a minimum of

90 days after installation. Customer must register within 30 days of installation or by 11:59 pm PDT on 1/31/16 (whichever comes sooner) at www.twc.com/betterreward with the redemption code which they will receive via email and/or postcard, and

upload a bill from their previous paid video, HSD or phone service provider issued within the last 90 days, showing the service they are cancelling as proof of switch. Customer’s name and/or address on previous provider’s bill must match name and/or

address on Time Warner Cable installation order. Eligible paid video providers do not include online-only video subscription providers. Paid phone providers do not include cellular providers. See full terms & conditions at www.twcbetterreward.com/Terms.

Reward Card will be mailed approximately 4-6 weeks after the 90-day period. Reward Cards may be subject to issuer’s separate terms and conditions. Limit one (1) Reward Card per eligible residential service. This offer may not be combined with any

other offers.

Visa Reward Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. The Bancorp Bank; Member FDIC. The Bancorp Bank is not affiliated in any way with Time Warner Cable and does not endorse or sponsor this offer. The Visa Reward

Card is distributed/serviced by Interactive Communications International, Inc. as an authorized agent of either ITC Financial Licenses, Inc. or IH Financial Licenses, Inc. dependent upon the state where this Card is purchased. Terms & conditions apply. The

Visa Reward Card may be used in the U.S. and District of Columbia everywhere Visa debit cards are accepted. The Card may not be used outside of the U.S. or the District of Columbia including Internet and mail or telephone order merchants outside of

the U.S. or the District of Columbia. (815IHAP)

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.

When reading through the terms and conditions on your website, prior to authorizing the one time payment, does it clearly state that this will be automatically deducted from my banking account of additional fees. It only states it will assess any then applicable fees or charges to my account. It clearly does not state to my banking account or to my service account through your company. This leaves your customers assuming it will be billed to their service account and reflected on their billing statement as do other businesses.

If you state this in your paper statement, you should also include that in your online terms and conditions that a customer has to agree to. Your paper statement reflects a check payment, where as an online payment is a one-time automatic withdrawal and not a check payment.

(b) Your Time Warner Cable account balance will be credited to reflect the amount of any Payment authorized by you through the Service after Time Warner Cable has initiated the processing of such Payment. Such credit is provisional and is subject to Time Warner Cable's final receipt of good funds. Your Time Warner Cable account balance will generally be updated to reflect this credit within three Business Days of the date on which Time Warner Cable initiates the processing of your Payment. Time Warner Cable will reverse any such credit to your Time Warner Cable account and may assess any then applicable fees or charges, including late fees or fees for non-sufficient funds, if your Payment is returned for non-sufficient funds or otherwise cannot be processed or is later charged back or reversed.

Review: I am a brand new customer to Time Warner Cable and contracted services for Cable, Internet, and Home Phone. The services were set up through a Time Warner Cable Building Concierge. The flyer advertising the concierge services stated that there would be free instillation if ordered through the concierge. The instillation was performed on 7-17-15 and we remitted the payment due for the first (upcoming month) of service at the time of the instillation to the instillation tech. We received our first billing statement representing coverage dates of 7-17-15 through 8-16-15 and the amount listed as due was more than TRIPLE the amount quoted for monthly services and it did not reflect the amount paid at instillation. I reached out to the TWC Concierge and was told she would take care of it. We exchanged a few phone calls and I was informed that she had her manager involved. After hearing nothing about the issue for a few days I called the TWC Concierge back, she was on vacation so I spoke to her colleague. The colleague was very short with me and stated that she would look into it and call me back that night or the following day. She was just about hang up and I said do you need my number? She replied I have it on your account and then she hung up. I never did receive a phone call back from her. I then called Customer Service at 1-800-TWCABLE. I spoke to a rep who looked at a few notes on my account and continued to tell me the full amount of the bill was correct and due. After explaining the whole situation to her as asking for an adjustment and a corrected billing statement she put me on a 20 minute silent hold. She came back onto the line for a moment and stated that she was still looking into my account and put me back on a silent hold for 10 mins then some hold music came on and a new rep answered. I told the new rep I wasn't sure why I was transferred to him and he had no clue as to why I was speaking to him. I asked if there were any previous notes on the account from the last rep and he said no. I became frustrated and hung up. I called the TWC Concierge back and got a hold of the rep I set up services with. I explained what happened with the phone call to customer service and again was told that she will take this to her manager and they will get this resolved. An escalated case was created to get his resolved. I did not hear back from the concierge but by now a second bill had come in the mail. There was a credit on the bill but not nearly enough. I was still being billed for a large past due balance. I again called the concierge and she once again brought it to her manager and another escalated case was opened. I had to email the concierge multiple times to get status updates and usually on the second email a brief response was sent. I was advised to pay only what I was contracted for and that they will resolve the issue. I paid my contracted rate and a few days later received my third incorrect billing statement. I am now being charged collection fees and have been receiving collection calls from TWC on my home phone. Today I did a chat with a rep online to inquire about the escalated case and was informed that. "The issue ticket you provided has been closed and you will have to contact our Account Service Team to get the billed reduced." I sent an email to the concierge and followed up with a voicemail to her. I have not had a response.Desired Settlement: I need the bill to be correctly credited, the collection calls to stop, and any credit bureau reporting under my name corrected as soon as possible. I would like an additional credit for the amount of time and effort I have put into resolving this issue.

Business

Response:

RE: Customer: [redacted]Case ID: [redacted] Time Warner Cable reviewed Ms. [redacted] concerns for billing to be corrected, collection calls to stop and credit bureau reporting under her name corrected, and compensation for time and effort put into a resolution. Our Concierge Team spoke with Ms. [redacted] on 9/24/15 to address her concerns. An credit of $99.78 was applied on 9/23/15 for installation, and an additional $109.35 credit is in the process of being applied for billing issues. Customer was informed the account has not been sent to a collection agency, and has not had a negative credit impact. Time Warner Cable apologizes to Ms. [redacted] for any inconvenience. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Consumer

Response:

[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. Should the request to credit my account that was submitted on 9/24/15 by the concierge be denied, I will file another official complaint until this is fully resolved.

Regards,

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: 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.

Review: We ordered with Time Warner Cable and scheduled an appointment for service to be connected. Without authorization, they canceled said appointment time and did not notify us about it. After the scheduled time had come and gone it took me two hours to get someone on the line who could tell me anything but I don't know. They were not cooperative and several of them hung up on me rather than transfering me. This would start the whole process over again. I took off work to be here for the scheduled appointment time and now I have to take off again so they can try to get this right again.Desired Settlement: I want to be refunded the installation fee as well as my first month free because I had to take off work for 1 afternoon and now one extra day as well since the operator could not guarentee me a morning time.

Business

Response:

Tuesday, November 19, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 11/18/2013, regarding the concerns of:

Our records indicate the account is under [redacted]. The installation of Internet service was

completed on 11/18/13. We apologize for any inconvenience Ms. [redacted] and Mr. [redacted] were

caused, due to the delay oftheir installation appointment.

On 11/17/13 Ms. [redacted] contacted our office and spoke with a Supervisor, who applied a credit

adjustment to her account for $72.02. This adjustment covered the cost of her installation of Internet

service, as well as the first month of her Internet service.

Her account is paid in full through 12/17/13.

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

Consumer

Response: