Time Warner Cable

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,

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 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: 12/16/12 Time Warner serviceman #[redacted] came to my home to address a problem with my cable box.Without any request or authorization he made adjustments to my TV.He changed the screen setting from extended to normal.1/29/13 TWC serviceman came to my home to return screen setting to extended,I could not figure out how to do it myself.After return screen to the larger extented size he point out there is an outline of where the smaller screen was and a green flicker which he said is permanent.7/14/13 TWC rep#[redacted] while addressing another issue noticed the bordewr and flicker and said the problems are permanent.7/16/13 I went to [redacted],where I bought the TV,and they also informed me the problems are permanent.Desired Settlement: Replacement.BTW TWC blocked me from issuing a complaint to them.7/19/13 I called explained the issue and asked for an email address to send letter.They said I can not and must wait to contacted in 24 to 48 hours.7/21/13 I again called TWC and again they refused to give me their email address and promised I would be called by TWC in 24 hours.

Business

Response:

A Damage Claim # [redacted] was opened on 7/18/13 re: the damage Mr. [redacted] stated one of our technicians caused to his television. Mr. [redacted] was contacted by [redacted]on 7/24/13 in regard to his complaint. A Denial Letter was mailed out to Mr. [redacted] on 7/26/13 for a signature.

I contacted Mr. [redacted] on 7/24/13 to acknowledge his Revdex.com complaint. I advised him that a Damage Claim was established. I gave him my direct number and hours.

I spoke to Mr. [redacted] again on 7/31/13. He stated he had not yet received the Denial Letter. He had me read the entire letter to him over the phone, as well as email it to him. He also requested that [redacted] sent him an additional letter detailing his complaint about the television damage and the resolution response to it.

I forwarded the Denial Letter to Mr. [redacted] in an email on 7/31/13. I also forwarded Mr. [redacted]s request for an additional letter to [redacted] on 7/31/13.

The Damage Claim is still open.

Acct Nbr [redacted]

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.

The response I received from Time Warner Cable is completely unexceptable. My complaint was very detailed. TWC rep Mr. [redacted] denied the complaint without giving a reason.His denial was immediate and without consulting any of his employees involved or having anyone examine my TV and the picture quality which has been permanently ruined.

Review: My husband and I called to have Time Warner installed at the house we are renting. This house has had Time Warner services by 3 renters in the past. When Time warner installed services for us, they put a line down in the yard that they said would need to be buried. This should not have been necessary as the house has already had services previously and the landlord did not want the yard torn up so another line could be buried. Time warner did not state they were putting a line down until after it was done and did not get permission from the landlord. As well, this was for internet service. Time warner was told multiple times there is a desktop computer upstairs and a laptop, and we would like service for both. They set up the modem downstairs and stated it would work on the desk top upstairs. I asked repeatedly if the modem needed to be installed upstairs for it to work. They did not even look at the desktop and just said to type in the security key and it will work. This did not work, and neither did bringing the computer downstairs and plugging it directly into the modem, so we could not use the service at all on the desktop. My husband called near the middle of August to have the service disconnected and the line removed. Time warner refused to disconnect the service after being on the phone for two hours (he asked them clearly, so are you refusing to disconnect the service? And they would not do it). They said they would have someone call the next day. No one called. I called at the beginning of September and was told the service would be disconnected, we would be refunded everything paid in the form of a paper check, and the line would be removed within the next 1 to 2 weeks. We then received another bill for the time after we tried to have the service disconnected, so I called again. I was then told we were being billed because the equipment had not been returned, which was because they did not send the boxes to return the equipment as they were supposed to do. I was also told the line would not be removed until November 20th, which is 3 months from when we originally tried to disconnect the service. I told them this is unacceptable as I was told it would be 1-2 weeks. I was told then that it would be removed sometime during the day on Sept 13. No one came to remove the line. So, the line is still sitting on the ground in the yard, we have still not received the boxes to return the equipment, we have not received the refund, and we are still being billed.Desired Settlement: I would like the company to remove the line from the yard immediately. I would like everything we paid to be refunded, and to received the boxes or have someone come and take the equipment to get it out of this house.

Business

Response:

Thursday, September 19, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 9/16/2013, regarding the concerns of:

I contacted Mrs. [redacted] on 9/16/13 regarding her request to have the cable line removed from her

property, to have her money refunded and to have her equipment picked up. I advised Mrs. [redacted] that

an order was placed to remove the cable line from her property, as well as an order to have an empty

box shipped to her to send back the modem on her account.

On 9/17/13 I contacted Mrs. [redacted] to let her know that our Technician came out that day to remove the

cable line from her property. An empty box was being shipped to her on 9/18, tracking #

[redacted] to return her modem serial # [redacted].

Once Mrs. [redacted]'s equipment is returned, a refund in the amount of $106.00 will be processed. The

refund will take 4-6 weeks to receive.

If Mrs, [redacted] needs further assistance she should contact Time Warner Cable at ###-###-####.

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

Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: I had gotten a bill in July that showed that 392 dollars was taken from my account within a month time. I had asked to be put onto the auto pay, but I had already made a payment, then without my knowledge my bank was deducted another 270 dollar payment basically triple charging me services in one month. The next month they credited my account and took another 12 dollars from my bank, but after that 270 payment I had stopped auto pay. Then right after I get a bill that stated 134 for total due I get another bill stating I owe 651. They tell me that there are charges and fees because the 270 which I never authorized to be deducted was taken out of my bank, causing a bounce fee in my bank and other crucial payments to be bounced as well. Then I get another bill stating 759 or so, they also charged me for an entire month of service that I never had gotten. I tried to speak with someone and they told me some really unreasonable story about what happens with autopay, not explaining who authorized a triple payment in one month because I know that I would not have paid almost 400 dollars in one month by my own accord for a bill that was a fraction of that. Now they are stating in order to restore services they want a payment of 521 which if they had not taken this amount without me knowing after a payment was made then this entire situation would have never occurred. I find it unreasonable, criminal and unjust that this is happening when I have had horrid services already being told that my services are capped to make others around me have better services and I would pay the same rate although I am not getting the same quality of services. Also I had told the individual I would be contacting the Revdex.com to make a complaint about this, and I went to try to log back into the account and they deactivated the account. Thankfully I saved all the bills that they had available.Desired Settlement: I would like to have this adjusted to where it does not reflect charges that I did not authorize, my bounce fees alone where immense causing severe stress and panic because of the payment taken out I did not authorize, I had been explained in a way that stated it would start my next bill and be just my normal payment, not two payments, making three payments in one month. I would like to have services restored and an arrangement set up without having to try to pay basically what one months rent would be before services are restored.

Business

Response:

Tuesday, November 19, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 11/6/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

Our records indicate the account at this address is in the name of [redacted]. Looking at the account, we do not find the name of [redacted] as a person authorized to make changes or receive information about the account. We have called the telephone number ###-###-#### and left a message for Ms. [redacted] and Mr. [redacted] on three separate occasions, saying that we would need Mr. [redacted] to contact us and authorize Ms. [redacted] on his account, or that we could go over the billing and any other questions on the account with Mr. [redacted]. We have not received a response to our messages yet.

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

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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:

Review: I called to subscribe based on a promotional mailing that stated I would receive a Dell tablet/laptop for free when purchasing new service. This promotional offer was repeated to me and confirmed with the representative. While calling about a different customer service issue, I inquired about the tablet/laptop I had not received. I was transferred without comment to a woman who told me that I did not purchase a qualifying package. When I told her that she was wrong, she insisted, ultimately realizing that I was correct. Next, she told me that I had forfeited this promotion because I had a late charge on my bill, which is patently ridiculous. The company received MORE than the amount I contracted for because I paid the late charge and the service charges. They are simply attempting to avoid provide the product that they advertised.Desired Settlement: I expect to receive the device that was promised in advertising and over the phone, without the company resorting to a revolving list of reasons to renege on their offer.

Business

Response:

Upon reviewing this complaint, Unfortunately Mr. [redacted] in not eligible to receive the Dell 2 in 1 laptop. The reason for this is he did not complete all the requirements for the promotion. It does state on the mail out the guidelines and requirements to receive this promotional item. The requirement that made him ineligible is being late on his bill, it states a new or existing customer must remain current in good standings with the billing for the first 90 days or they become ineligible. With Mr. [redacted] acknowledging he did have to pay a late fee, goes to prove his ineligibility. Time Warner Cable considers this matter closed.

You can reveiw guidelines and requirements at http://www.twcbetterreward.com/Terms under either the FAQs or the Terms tab.

Regards,

Time Warner Cable

Consumer

Response:

Review: On August 7, 2014 I contacted Time Warner Cable via phone about restructuring my cable bill to lower the monthly rate. I was informed that my new monthly rate would be $113 per month moving forward. This was excellent news. I even called back to make sure that the remaining bill of that cycle would be pro-rated; the representative assured me it was and that my next bill would be $110.25. I paid the pro-rated amount due of $110.25 on September 6, 2014. Sometime after that I logged into my time-warner account to discover that my account was past due; it should not have been. I called back to discuss the situation with time-warner their representatives (and a manager) claimed there was no notes on my account about a rate change made on August 7, 2014 and denied me the rate of $113. Rather they had my monthly bill projected somewhere in the $140 range (an increase from my previous monthly rate of $130.38). Knowing that they also shipped a new HD cable box to my residence free of charge, and dispatched a technician to my residence when there were technical issues installing it, Time Warner Cable should have knowledge of the monthly rate its representative offered to me of $113 per month.

When I spoke to a Time Warner Cable representative about this unexpected and unpleasant rate increase rather than decrease, they refused to offer me the $113 per month amount I was initially offered and claimed there was no record of this. I find this hard to believe considering the record phone calls for quality and assurance purposes. They did offer me monthly services somewhere in the $130 range, which I did not find acceptable and did not accept.

I feel Time Warner Cable needs to be held accountable for refusing to honor a monthly rate of $113 for their services that they offered me on August 7, 2014.Desired Settlement: My desired settlement is for Time Warner Cable to honor the agreed upon monthly rate of $113 moving forward without any changes in service, and to retroactively refund me for the amount paid over $113 since August 7 2013 as well as any other penalties or late fees that may have been acquired.

Business

Response:

We made several attempts to contact Mr. [redacted] at the telephone number he has listed. Those date\times were 11/03/2014 at 1:45pm; 11/04/2014 at 12:17 pm and 11/05/2014 at 3:10 pm. We do apologize for the concerns that Mr. [redacted] has had with his current pricing. Per our policies we cannot make changes to any account without contact from the customer. We have sent a no contact letter to the customer with contact information for him to reach us at his earliest convenience. Time Warner Cable considers this matter closed.

Review: My land line service was not working. I tried multiple times to contact Time Warner Cable (TWC) but could not reach repair department on my cell phone due to extremely long phone wait times. I wasted multiple 30 minute lunch times on hold. I even held on hold for an 1 1/2 at home trying to reach a person to report my lack of service. To connect my service took less than an hour's time if my memory is correct. I finally called AT&T another provider and they came out and installed all new services within 3 days on June 2, 2014. I called TWC on 6/4/2014 and the person I talked to siad she would make a note of when I called so I would not be double charged since I had a new service but she was unable to discontinue my service unless I did not want to keep my land line number. I have had this number for 28 years I called about a week later and was told the same thing. I made a third call and TWC was more interested in trying to get a payment than to help me disconnect my service. TWC has no record of my third call. From June 2nd 2014 I used no service of TWC but becasue the phone number was not released I need to pay the $244.00 even though they admit I did not actual use the service but I should pay for it becasue the disconnection was not done properly. My phone had not worked for some time and I was never offered a reimbursement for my inconvenience but I was apologized to and told I have to pay the bill.Desired Settlement: Stop my payment due as of June 2nd the day when I no longer received services. I am not asking for reimbursement of the extended time my landlind did not work.

Business

Response:

We spoke with Ms. [redacted] on 10/09/2014 regarding this complaint. She was adamant that she had already cancelled her service when she placed calls in June.

Review: Contacted Time warner to install cable, phone bundle service to add to their existing internet service. Price was advertised at $70.00 per month for the bundle. First bill came and this was not the case. Cancelled service and told Time Warner to come a remove their equipment. They have never showed up to do so. Direct TV installer removed equipment, it now sits in a box in the garage waiting pick up. The service was poor many channels advertised did not show up on operation of cable box. Many channels duplicated. Time Warner now placed bill in collections with credit management and shows up negative on my credit report. I will pay the advertised price of $70.00 and they may come and get their equipment, in exchange, credit management removes the negative report from credit report immediately and clears report of ALL issues concerning this matter.Desired Settlement: See above.

Business

Response:

February 9, 2015

RE: Customer: [redacted]

Case ID: [redacted]

Dear Ms. [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 reviewed Mr. [redacted] account and found that the pricing on the account was agreed upon by Mr. [redacted] on 06/16/2014, for a monthly amount of $182.82 before taxes and surcharges. That conversation was recorded and listened to verify the information. The equipment can be returned to any local lobby location or Mr. [redacted] can call the Customer Service line at [redacted] and schedule a technician to come to the home for the pickup at his earliest convenience. Once the equipment is returned the balance that is due will be $416.81. That amount will reflect a negative impact on the credit report until the balance is paid in full.

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:

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.

The monthly price was to include phone service using my existing phone numbers, this never happened. Time Warner would not "port" the numbers over. Also included internet, wi fi and TV service. The package cost was &77.00 per month not the price they are now quoting. I'm sorry but Time warner is lying and used a "bait and switch " sales to get my service and then ram a inflated price down my throat. The cable TV service was poor with multiple channels that repeated themselves on higher channel numbers to "make" the quoted number of channels included. They simply duplicated or tripled the existing channels to make up the lack of new channels. Also I am not calling Time Warner to have them schedule a pick up of their equipment. They can call me at [redacted] and schedule a pick up for mid to late this coming week to get their equipment. I will concider then matter satisfied and closed (paid in full ) when they collect their equipment I will pay the contracted price of $77.00 on pick up of their equipment. Matter will be closed and all records of this matter will be cleared by Time Warner from collections and credit report in 5 business days from the settlement date.

James

Regards,

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.

It's obvious that Time warner is not willing to stand by the agreement that they made when service was installed, since they are unwilling to provide what they call "documentation" of a conversation. They seem rather unwilling to give out a copy of this alleged conversation. I stand firm in my position that they sold me a discounted promotional package and then billed me at an inflated rate. I am unwilling to surrender to this type of business practice. Further more, Their equipment continues to sit in my garage waiting their pick up. Upon pick from Time Warner I will provide them with a check for the origin amount that I agreed to of $77.00 per month. They will also remove any negative remarks from my credit file.

Regards,

Business

Response:

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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7630 1000 NO RP 27 07272015 NNYYNYNN 0000427 S1 T3

7630 1000 NO RP 27 07272015 0000427 001

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)

Upgrade today.

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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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use your customer code on this bill.

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: 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.

TWC set up my address wrong so I lost my installation date. This is an issue because I need my internet for work. I called to find out why my installation wasn't set up and after updating my information the customer service rep said I could get a new installation date sooner than what he had my schedule for. He transferred me to customer care and she said there is nothing she can do. I then told her to cancel my account and give me my refund. I was then transferred to result ion where the girl told me that she could not give me a refund but would cancel my account for me. I stand to lost money from no work as well as 90 dollars for promises that couldn't be kept. Why are these people still in business?

I called Time Warner Cable to cancel my services. The price was going up and I was traveling between my house and my parents and no longer wanted the expense. It took me 45 minutes and talking to 6 different service reps to get someone to cancel my services. A couple of them were very rude. One rep I actually hung up on because he wanted my parents address. What does that or any of the other personnel questions he was asking have to do with PLEASE CANCEL MY SERVICES?

We have been with time warner for 3+ years. Their internet service goes out quite often, having to reboot almost every other day (no other internet service available in the area, yet). We were paying almost $180.00 for the basic cable, called in May 2015 to talk to someone about lowering the bill, after the representative looked at our bill, he offered $20.00 discount per month and offered all the movie channels for free. I told him I didnt want the movie channels as we have both netflix and hulu and dont need their movie channels, he said it was "free" so why not just take them. After confirming with the rep that there was no cost to us for the channels, I trusted his word.

Sooo, in november, I noticed our bill back up to around $180.00, (NOTE: I uploaded their app to pay the bill and just go on and pay every month without actually looking at the bill, I know, my bad, but I paid it regardless and as far as im concerned im a great customer for that, especially through their eyes)

After calling and speaking with another rep, she informed me that I have been paying for the movie channels since may, when the guy originally offered them to me for free. She said she would credit us back the charges at a total of $179 and some odd change, she said a supervisor would be contacting us to confirm it. Well 3 weeks later, no call from any supervisor, and a dozen call to them, just got the runaround, they gave me phone numbers that werent even in service (got a "message mb20" recording from the number they gave to me), always connecting me to different departments, back and forth, almost all the people I had talked to said the credit was coming, just had to have the supervisor confirm it and I should be getting a call soon. Finally on december 22nd, I talked with a lady who said SHE WOULD NOT give me the credit, it goes beyond their limit amount for credits. She eventually told me I would be given a $29 credit for the month of november movie channels and thats all. Now its December 30th and im still receiving calls to pay my bill in the total amount before the $29 credit AND for the total I paid on dec 22nd. It is now 1 hour and 11 min. later waiting to talk to someone in customer service and my phone is still ringing!!!!

THE CUSTOMER SERVICE IS ABSOLUTELY HORRIBLE WITH NO ANSWERS, RUNAROUNDS, FALSE NUMBERS GIVEN TO CALL, LIES, FALSE PROMISES FROM REPS ABOUT CALL BACKS!!! I WILL BE LOOKING FOR ANOTHER CABLE/WIFI PROVIDER AS I SPEAK AND WOULD NEVER RECOMMEND TIME WARNER TO ANYONE I CARED ABOUT!! THEY DONT DESERVE MY HARD EARNED MONEY ANY LONGER!!

Billed me for a router that I returned.

Review: Dear Sir, I have a complaint about Time Warner Cable. The saga begins with our cable bill due March 12, 2013 when for no known reason our bill was increased by $5.00. At that time we talked with [redacted] who stated the bill should be $170.72. We were told this price would be our monthly charge for one year unless we purchased movies or other Time Warner Cable services. This amount was the amount billed to us until July 2013 when the bill was increased to $205.15 with no reason for the increase given. We call Time Warner and explained to them that this must be an error since [redacted] stated that we had a year contract for services of $170.72. At this time [redacted] ([redacted]) said our bill was really $167.22. [redacted] stated this was a year contract etc., etc... No contract was ever signed by us and we never saw a contract or a list of prices and services that Time Warner Cable offers. We just received this information and assurances by phone. We then got an August bill of $205.23. We called again and spoke with [redacted] who said our bill was really $174.84 and paid it. We felt there was some pattern of billing associated with Time Warner Cable which was not in their one year contracts. So when we received our September bill which was $182.95, no change in services or movies purchased, we decided to go to the Time Warner Cable store in the [redacted] to talk with someone in person. They looked into our concerns and stated that inflation has increased some bills in this area and this is in the one year contract. This was a new part of the contract to us. We did not expect an increase based on inflation. They said however, not to worry, they could help us. They added HBO to our contract and said we need a new modem and our bill would be $167.78 a month for that famous year contract. We said we did not want HBO and we were happy with our modem. That however was the deal and we were assured that the modem installation is easy and there is technical service available 24 hours 7 days a week. All we would need to do is replace the old modem with the new one and call to activate the new modem. We said we can do that. What they failed to tell us was that our phone would not work. Thank God we had a cellphone. I waited for my wife to come home in order to use our cellphone to activate the new modem. After activation the phone service we have been using through Time Warner for years still did not work. We called again and this time they activated the phone service. With this new modem activated we could call out but when we would have incoming calls it would ring once and then cut out. After 48 hours without phone service, a service man came out and told us our home phone wiring has a short and the modem would not work as the old did. Since we have received so many stories from Time Warner Cable we are not sure if this is true or not. We now have three phones sets worth about $180.00 that are not functional and we had to purchase two wireless phones for the rooms we want to have phone service ($60.00). We also do not have NBC coverage as we have had in the past.We are writing to you in hopes that you will contact Time Warner Cable in order to clarify all these issues. Thank you the [redacted]sDesired Settlement: Restore phone service to how it worked previously and receive a contract in writing. See complaint above for explanation.

Business

Response:

Friday, September 13, 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 9/9/2013, regarding the concerns of:

I spoke to Mr. [redacted] on 9/11/13. We discussed his billing concerns and I went over his previous PLG

Agreement with him and his current discounted promotion. Mr. [redacted] requested to have the

information in writing. On 9/12/13 I mailed out a detailed letter describing the discounted promotion he

is under. The letter included dates, services included and not included and rates with and without tax.

We also discussed Mr. [redacted]'s concern with the information he was given by the Technician who

visited his home on 9/4/13, due to problems with his Digital Phone Service. The Technician had advised

Mr. [redacted] that there was a short in the phone wiring in his home. I explained to Mr. [redacted] that I

could schedule to have another Technician come to his home to give a second opinion. Mr. [redacted]

agreed. An appointment was scheduled and completed on 9/12/13.

I followed up with Mr. [redacted] today. He confirmed that he received the letter I mailed to him detailing

his discounted promotion. He also verified that the Technician who came out to his home on 9/12/13

confirmed that there is a short in the phone wiring in his home. Mr. [redacted]'s phone service is working

properly at this time.

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

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: This is regarding Time Warner Cable Account #[redacted] Customer Code [redacted] under the name of my wife Laura.

On 8/4/13 we made a payment in the amount of $138.26 through the online bill pay system from our Chase checking account x[redacted]. This payment cleared our checking account on 8/5/13. However, the money was never applied to our TWC account.

On 9/2/13 we received the following monthly bill that stated that we had missed a payment and I called TWC cable about this issue on 9/2/13. They asked me to fax a copy of my bank statement showing the full checking account number and the cleared payment to ###-###-####. The fax was sent with requested documents on 9/5/13. I called TWC back on 9/10/13 to check the status and they said they never got the fax. The requested documents were sent a second time to fax number ###-###-#### on 9/10/13 with the incident #[redacted] written on the front page of the document. We were then told that someone would call us to inform us that they received the fax. We never received a call and therefore called TWC back on 9/12/13 to check the status. I spoke with Supervisor [redacted] who informed me that they still don’t have the required documents, but that it can take 3-5 business days to show up in their system. [redacted] took down my cell phone number and promised to call on 9/14/13 to let me know if they had received the fax or not. I never received a phone call.

On 9/18/13 we received another bill in the mail from TWC stating that we still have not paid them for services that were listed on the previous bill.Desired Settlement: We are requesting that the amount paid of $138.26 be applied to our TWC account and that the late fee charge of $7.50 be removed from our bill.

Business

Response:

Thursday, September 19, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 9/8/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have contacted Mr. [redacted] and have determined that there is an intermittent problem with his account and we have our Technical Support Group along with a Technician who is currently working with Mr. [redacted] to try and resolve the current issue. We will continue to be in contact with Mr. [redacted] until all issues are resolved.

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

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Business

Response:

Tuesday, September 24, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 9/19/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

We at Time Warner Cable sincerely apologize for the problems that Mr. [redacted] experienced concerning the payment he made online to Time Warner Cable on August 4, 2013. When he learned that the payment has not been credited to his account, he cooperated with us by faxing his bank statement once, and then faxing a copy of a receipt his bank gave him at his request.

While he was cooperating with us so that we could research the payment, he discontinued service with Time Warner Cable. When I spoke with him today on the telephone, he said the Journal Communications-Time Warner Cable negotiations were the main reason that he discontinued service with Time Warner Cable, but perhaps if we had been more timely in researching the payment he would still be a Time Warner Cable customer.

Today, we have credited his account for the $138.26 payment and for a $7.88 late fee that was added to his balance on August 28, reducing his balance to $33.12. I am sending him a ledger showing the credits and the remaining balance.

I told Mr. [redacted] that if he pays the $33.12 balance, he will be able to contact us and set up service with Time Warner Cable again, if he wishes. He stated that he has switched to [redacted], and is committed to them for a year. I invited him to consider Time Warner Cable when his year with [redacted] has ended.

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

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, pending that I receive the itemized statement in the mail that I requested. The statement must show that the credits mentioned were made to my account, and then I will pay the remaining balance at that time.

Review: I recently moved in to this apartment complex and signed up for Time Warner Cable. I spoke to a local agent and was told I would receive this special promotion for one full year. In my first statement from the company, I am now receiving a notice that all prices are increasing and there is now a "new fee" called the "Broadcast TV Fee" for $2.25 and everything else from cable to internet has increased. I called tonight to speak to an agent only to get an agent named Jose who had absolutely no idea what I was trying to explain since my call was transferred to the [redacted]. He just kept repeating that my bill is $142.94 - which I already knew. He then asked if my bill was wrong and was confused again. I explained again that I'm questing the enclosed statement stating "New monthly prices effective on your next billing statement". He then seemed even more confused and just kept saying "one moment, one moment, one moment". I finally asked to speak to a Supervisor and was disconnected after waiting over 15 minutes on hold. This is my first month with Time Warner Cable and I'm already having issues - I expect an apology and some sort of compensation for the next full year, free HBO, etc. or something - you've definitely left a bad taste in my mouth. IfDesired Settlement: I'm currently under no contract with your company at this time. I expect some sort of compensation on this bill or some sort of special, etc. going forward for a few months. Train your agents better. If the first response from your company / agents isn't satisfactory to me, I will drop your company in a heartbeat and give back all of the equipment back to my local office that day. AT&T has many cheaper offers in this area and I should have gone with them in the first place.

Business

Response:

Wednesday March 12, 2014

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 3/5/14, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I have contacted Mr. [redacted] and apologized for the billing issues he had regarding service rate changes. He has been informed that the new rate changes do not apply to him because he is currently in a special priced promotion for 12 months. I explained that at the end of his 12 month promotion he will then incur the new rates added to his billing each month. He was okay with that. Mr. [redacted] then requested that I remove the Digital Variety service from his account and I also completed that for him and gave him his new rate. Mr. [redacted] is okay with his monthly billing at this time and we ended the call.

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday between the hours of 8 AM and 3:00 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. I am disappointed that Time Warner Cable did not offer me a discount or something further for the time I've spent with this and will not be considering them in the future if I move.