Time Warner Cable

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: 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:

Worst customer service I ever had....

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

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

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

Business

Response:

Mrs. [redacted]-

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

Time Warner Cable

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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

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

Business

Response:

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

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

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

Thank you for your help.

Business

Response:

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

Business

Response:

October 30, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

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

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

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

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

the nearby area, the problem was recurring.

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

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

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

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

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

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

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

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

statement.

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

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

caused.

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

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

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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

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

Business

Response:

Tuesday, October 08, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 10/7/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

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

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

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

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: hi I am having poor services through time warner services I lost phone services 6/23 throught 6/27 I had to call 5or6 time times and spend a hour or so on a cell phone to get my phone services to work and you tell them the problem and they say they will fix it and say they will call back and never solve the problem or fix it / my bill with them is all over the place trying to straight that out is I have to call them even to minutes to see if it is right and then its not and on and on. and on top of it all they are rude to me and then I sit there all stressed out.Desired Settlement: get someone to a dress the problem and fix the problem so I can keep my services be cause then I have to go some wheres else.

Business

Response:

Monday, July 8, 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 7/8/2013, regarding the concerns of:

I contacted Ms. [redacted] on 7/8/13 regarding her concern with the problems she was experiencing with her

phone service and voice mail feature.

It was confirmed with Ms. [redacted] that a Supervisor contacted her on 7/7/13 and verified that her phone

service and voice mail problems were resolved.

A credit adjustment of $33.52 was applied to Ms. [redacted]'s account on 7/6/13, due to the phone problems

she was experiencing.

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

with her phone service and voice mail feature.

If [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: Refund Issure for Disconnected Cable Service - Was disconnected 03/14/2014 and after 4 calls, still no refund for the month paid in advance.

Business

Response:

Ms. [redacted]

Billed me for a router that I returned.

Review: On Mon. April 7th 2013 at approx. 6:30 pm I contacted TW to cancel my tv, phone & internet. After being a customer for over 20 years I was fed up with the constant price increase's & they would give new customers promotions current customers couldn't get. I spoke with a [redacted] who stated he was in the [redacted] office(either [redacted])He never asked me why just said a tech would be out between 10-1 on the 8th to pick up equipment. On the 8th no one showed up & I called again only to find out nothing had been done by [redacted] the prior day & that techs don't come & get equipment. They apologized & set up a fed ex pick up of equipment because there is no TW store in my area. Several days went by & I still had service & no box arrived to send back equipment. I called again)not sure of the date & spoke with [redacted] in customer retention. She apologized that nothing had been done again & promised the service would be disconnected & a box would be sent out to send equipment back she assured me my account would be credited from 4-7-13. On 4-17-14 I still had service. The equipment was picked up 4-15-14 with a fed ex return # of [redacted]. On 4-17-14 I talked to Ashley at customer retention & was told my service was set to be disconnected on 4-20-14, but I would only be billed from 4-8-14 not 4-7-14 because 4-8-14 was the first time her records showed I called. Today 4-24-14 I received my final bill for $557.79 acct #[redacted]. I called & spoke to Jenine who after 30 min. got the bill straightened out & the final bill was $71.89. TW had no record of my equipment being picked up & they charged me until 4-20-14 for service. I have made at least 15 phone calls & numerous hours with TW trying to get disconnected & a correct bill. I have the names of everyone I talked to. This is beyond horrible customer service.Desired Settlement: I feel after almost 20 days & numerous hours trying to get this issue resolved I should not have to pay the $71.89 balance. My time is worth something. The disconnect should have taken one phone call not 15. I was lied to by many TW employees saying they did something they didn't. TW has a monopoly on this area & treat their customers horribly. I have asked to talk to supervisor's & get put on hold for 20 plus minutes until I just hang up. It is unbelievable to me a company can conduct business this way. They should spend more time keeping their long time customers.

Business

Response:

On 04/08/14 Ms. [redacted] spoke with Time Warner Cable and an order to disconnect was entered and the boxes were mailed to have her equipment returned. The order for disconnection was set to complete 2 weeks out to allow for the equipment to be returned in attempts to avoid the cost of equipment being billed. In this case the billing date was not backdated to 4/7/14 as Ms. [redacted] had requested, that error was corrected when Ms. [redacted] contacted our office on 4/24/14. The billing statement had already printed on 4/22/14 showing the equipment charges due to the equipment not being processed until 4/24/14. These charges were removed from the billing as well. For the confusion, we have made an additional credit leaving the total balance due of $58.43. This amount would be for the services provided from 3/25/14-4/7/14. We have attempted to contact Ms. [redacted] and have left our contact information in case she has any further questions on this issue.

Consumer

Response:

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!!

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?

Review: Have Internet service with Time Warner Cable service, everytime we pay the bill the minutebitbis paid another bill amount is due, for internet service we are paying $60.00 dollars a month saying that this particular advertising package is for faster than the other packages, it is not it actually works about the same as the 30.00 dollar package. We pay more and their are other people paying less would like too know why.Desired Settlement: If this business is connected to the Revdex.com why does it charge that many different prices, and how can we change it for the better for the economy.

Business

Response:

RE: Customer: [redacted]