Time Warner Cable

Review: I CALLED TIME WARNER CABLE ON OCT 3 2014 TO CANCEL MY SERVICE WITH THEM. I ONLY HAD INTERNET WITH THEM. I HAD MY OWN MODEM. TODAY OCT 20 2014 I GET A BILL FROM TIME WARNER TELLING ME I OWE 16.90 FOR SERVICE FROM OCT 2-NOV 1. I DONT OWE THEM ANYTHING. TIME WARNER OWES ME MONEY. CUSTOMER SERVICE TOLD ME THEY HAVE NO RECORD OF ME CALLING THEM ON OCT 3 TO CANCEL SERVICE. THEY TOLD ME TO PROVE TO THEM I CALLED THEM. I SHOULDNT HAVE TO DO THAT. TIME WARNER OWES ME MONEY FROM OCT 3 TO THE END OF MY BILLING CYCLE. MY ACCOUNT NUMBER [redacted]. I WANT MY MONEY TIME WARNER OWES ME. I HATE TIME WARNER. THEY SUCK. THANKS [redacted]Desired Settlement: I WANT A REFUND FROM TIME WARNER FROM OCT 4 TO THE END OF MY BILLING CYCLE. THATS WHAT I WANT.

Business

Response:

After a review of this complaint, we have found that we actually reached resolution on 10/20/2014, when Mr. [redacted] spoke to a Customer Service agent and was given an adjustment of $25.00. No further adjustments or credits are due on this account. The account now carries a credit amount of $27.45.

Review: I called to set up cable installation and the person from customer service said there was no deposit but he did see an old bill from about five years ago so he said I should talk to risk management and they would probably just drop the bill since it was so old,so they connected me to risk management and talk to a gentleman name Damitrious, and he told me he would take care of everything for me because it was so old,and I asked him if the old bill would effect me getting cable and he said he wouldn't allow that to happen. So on March 28th no one showed up to hook up my cable so called customer service and asked what was going on, they said a woman from risk management canceled the installation, they never even let me know ,she canceled it the day I ordered it,her name was Monika. I called and left messages with her several time and she has never returned my calls and called Demitrious and he never returned my cals, want to get thisbtesolved but no one is getting back to me or trying to help.Desired Settlement: Desired outcome would be able to get cable and have the old bill wrote off since it is so old.

Business

Response:

April 7, 2015

Review: A complaint was initially issued in March of this year 2015. Time Warner Cable attempted to resolve the complaint. Their letter stated, I had until April 7, 2015 to respond.

I respond on April 7, 2015 and accepted their offer. However, TWC has not fulfilled there end of the offer of a $300.00 credit towards my account. I am thus re-opening my complaint with Time Warner Cable. SEE BELOW[redacted]

MESSAGE FROM BUSINESS:

March 31, 2015

[redacted] Revdex.com of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

RE: Customer: [redacted] - Rebuttal

Dear Ms. [redacted]

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted]’s complaint.

Time Warner Cable has offered Ms. [redacted] a credit to her Time Warner Cable account due to the fact that she was misinformed of her gift card eligibility. Unfortunately, the gift card that she was informed about is no longer offered and cannot be fulfilled in the form of a gift card. Please note that the gift cards for this expired promotion were not fulfilled by Time Warner Cable but by a 3rd party company and was valid only valid until October 2014. Time Warner Cable has offered Ms. [redacted] a $300 credit to her account in lieu of this gift card as this is the only way we would be able to fulfill the offer that was made to her. Time Warner Cable will continue to offer this credit to her account until Tuesday, April 7, 2015 after which time this offer will become void and null.

Time Warner Cable apologizes to Ms. [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

I accept the business's response to resolve this complaint

Sent Via: Email (ODR)

From: [redacted]

From Email: [redacted]

To: Revdex.com of Wisconsin

Subject: I accept the business's response to resolve this complaint

Date Sent: 4/7/2015 8:29:44 PM

Attachments:

Click here for printer friendly version

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I still stand on the principle of TWC standing buy there word as they claim to stand by with their providing excellent customer service. They have indeed committed fraud and refuse to own up to it as they have with other customers. My account is to be immediately credited $300.00.

Regards,

[redacted]Desired Settlement: A 300.00 credit issued towards my account. [redacted]

Business

Response:

April 23, 2015

Review: I received a check in the mail not to long ago for a refund, from Time Warner Cable.. I deposited the check into my bank account and a few days later, I see that they had put a STOP PAYMENT on that check number. But when that happened, that ended giving me negative funds in my account. Now they said they are in the process of sending out another check, in which I had to wait 4 weeks to get the first one.Desired Settlement: Find a quicker way to get me my full refund and tell Time Warner Cable to set things straight with their customers.

Business

Response:

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: I called them told them I did not want HBO channel and remove it and reduce by billing to 99.00 not 120.00 the worker refused they told me to call them and remove hbo and tell me the new balance..Desired Settlement: I want to see a a better service...

Business

Response:

Review: Time Warner Cable has stopped aring one of our local Channels. I have called them to inform them that under Wisconsin Statute 100.209(2)- Video Programing Service Subscriber Rights, that I am owed credit to my account for each day my service is interrupted. I am not getting channel WGBA-TV and WACY-TV.

Their Customer Service tells me they are not going to give any credit! That I should contact the channel. I am not paying the channel for my cable service, but I am paying Time Warner.Desired Settlement: That I recieve the credit to my account that is under the Video Programming Service Subscriber Rights.

Business

Response:

Tuesday September 3, 2013

Review: I have been a customer of Time Warner for over 10 years. I see commercials several times daily about service bundles starting at 79.99 for cable/phone/internet - however I am not eligible for that pricing because I am already signed up for a bundle. I have not signed up for a new "bundle" since 2009 - but they automatically renew your bundle & continue to raise pricing & the service keeps getting worse ( lose of channels/chaneels freezing/rebooting box/poor signal feed).Desired Settlement: To show appreciation to long-term customers and to not automatically renew contracts!

Business

Response:

November 7, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

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

Thank you for forwarding Ms. [redacted]'s concerns to our attention. Although we have not been successful in our attempts to reach Ms. [redacted] at the

contact number provided in her complaint, we were able to review Ms. [redacted]'s account.

While we understand Ms. [redacted]'s frustrations, in February of 2009, Ms. [redacted] entered into a 2 year Price Lock Guarantee agreement with Time

Warner Cable. An automatic renewal provision was included in the terms and conditions which Ms. [redacted] accepted during a 3rd party verification

process which was completed 02111/2009. The tenns and conditions were also included in the welcome packet she received.

Because Ms. [redacted] did not opt out of the renewal process when her renewal documents were mailed to her in December 2010, her agreement

term was automatically renewed for two years. The agreement was again automatically renewed in February 2013 as we were not contacted

regarding opting out of the automatic renewal prior to the renewal date.

As a courtesy, should Ms. [redacted] like to discontinue the Price Lock Guarantee agreement, we would be able to place her into a promotional rate

which will lower her monthly charges by approximately $20.00 from where she is currently, however, she would not be eligible for new customer

pricing. We will also, as a courtesy, waive the early tennination fee if she decides to leave the Price Lock Guarantee agreement.

Because this agreement is no longer available except to those who have been "grandfathered" into the program, if Ms. [redacted] decides to opt out at

this time, she would not be able to again take advantage of the Price Lock Guarantee pricing should she change her mind.

Should you or Ms. [redacted].have any additional questions or concerns, or if Ms. [redacted] would like to make any changes to her account, please feel

free to contact me. I may be reached Tuesday through Friday, between the hours of 6:00AM and 2:30PM and on Saturday between the hours of

6:00AM and 10:00AM at ###-###-####.

Sincerely,

Consumer Contact Specialist

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:

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]

Review: My internet continues to not work. A technical had been to my home 3 times & the internet only works on & off. There has not been a permanent solution to the issues & I continue to spend time calling customer service & having different technicians who do not fix my internet problem. On September 25 my internet went out again & I spent 45 mins, 2 dropped calls on twc end, for the internet to still not work & to be told after the third rep that 17 other people have the same issues. The only solution I was offered was to have a technician come out for a 4th time.Desired Settlement: Due the extreme inconvenience I would like a billing adjustment.

Business

Response:

Upon receiving this complaint, Mrs. [redacted] account has been looked into further. We certainly do apologize for the service issues in which Mrs. [redacted] has been experiencing. Our records show documentation that Mrs. [redacted] has been credited $45.00 for a previously missed appointment and for days in which her service was not working properly. We also show documentation that on 9/27 Mrs. [redacted] has contacted our Customer CARE Team and scheduled a service call which is currently pending and scheduled for 10/2, to have a service technician assess the issue. We appreciate Mrs. [redacted]’s patience as we work towards a resolution regarding the service issues.

Review: Hello. I am filing a complaint because we cancelled our cable and internet service back in November 2014, however, we are still getting billed for these services even though we haven't been receiving any. My husband dropped off the modem and all the required equipment back in November after we requested cancelling all services. Additionally, we haven't been able to access any of these services since they physically disconnected all of it back in November. Apparently no one notified their billing department to stop billing us. After several phone conversations and physically going to their store, we still don't seem to be getting anywhere with their customer service. It's been a nightmare just trying to deal with them, during one phone call we had been transferred to four different individuals. The latest invoice they have sent indicates we owe $468.61, but we haven't had their service in months!Desired Settlement: We would like them to correct their records, delete this invoice, and stop sending us bills.

Business

Response:

On 12/30/15 Ms. [redacted] contacted Time Warner Cable and downgraded her services to Starter TV and Extreme internet service. The additional services were removed except for the HD Set-Top box. This was left on the account in error until 2/8/15. This error caused an additional $13.87 to be charged to the account during that time. On 2/10/15 Ms. [redacted] received $60.65 in credits on the account for this error. The remaining services were disconnected on 3/19/15. Ms. [redacted] has a remaining balance of $468.61 on the account, $187.61 is for services and $281 is for the unreturned equipment. Once the equipment is returned the $281 will be removed from the account. Time Warner Cable considers this matter to be resolved.

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]

Service -

This is the absolute worst company I have ever done business with. Not only did it take 7 hours of getting the run around with their fantastic service people from India to get basic home internet connected, but the woman that finally got me set up lied to me when I asked if there was anything I needed to do to get the $200 gift card she said I was going to get after two months of on-time payments.

Product - Sub par at best. I had Verizon at my old apartment that ran LIGHTYEARS faster than this garbage and cost me $10 less. The second any internet provider hits up Addison, Texas with 15mbps internet is the second I leave this absolute garbage company.

Tips for you TWC people

1. Get some better service people, yours are horrible.

2. Don't LIE to your CUSTOMERS. I will NEVER do business with you again after our contract is done and will only EVER view you in a negative light because of this.

I am trying to upgrade my Time Warner Cable package and I first went online to see what package I wanted. Once I found the package I wanted, I called TWC to upgrade. This process began at 11am, it took me an hour to get through. The first person I spoke with said they were going to put me on hold so they could get the information they needed to set the package up and I was hung up on. Then I called back waited to speak with someone for over an hour and explained my situation and asked to speak to a supervisor and I was hung up on again. The third time took me over 1 hour 20mins to get through. I told the lady what I wanted, the issues I was having, and asked to speak to a manager. She kept me on hold for over an hour and came back to tell me I had to keep waiting at least 6 different times and every time I asked for the managers name she just put me back on hold. Then I decided to do an online chat, I have spoke with 5 different people now on the chat. I am now being told that their website is down and that is why I can't get the package on their website. After entering in my User ID and Password on their site I was told I was eligible for the package I wanted. I was not told their website was down by anyone I spoke with on the phone yet now I'm being told that is what the issue is and it has been messed up for the past few weeks. After the 5 different people I spoke with on their online chat I have now been redirected to 6 new people, a different person every time I tell them what the issue is. I have been a customer with TWC for a long time now and have never experienced any issue like this with any other company. No one seems to care or is willing to do anything for my inconvenience or how I've been treated and what I have been going through just to upgrade my package. I have also asked numerous times for a manager to call me or to speak with one and it has yet to happen. After looking online and what everyone has said and complained about with TWC, I decided to take their advice and contact the Revdex.com. I hope you can help me out. Thank you for taking the time to read this!

I have been a long time customer of Time Warner Cable in Ohio. I was given a rate of $148 a month for internet, cable tv, and home phone services which was guaranteed for one year from April 2014 by their Retention Service Department. In August 2014, my rates increased $30 to $178 a month with no warning. I was told by Time Warner that some of the promotional rate packages had ended. None of this was mentioned at the time I agreed to the $148 rate for one year. I was under the impression I had a one year contract with Time Warner through their Retention Service Department. I was told in August that no such contract existed and that I would now have to accept whatever new package they wanted to give me at a higher price. If I wanted to drop services, my rates would increase, not decrease. Where is the consumer protection?

This company treats it customers very nasty and disgusting. My wife was treated so disrespectfully by this companies employee named [redacted] in which the call was recoreded and she clearly asked to speak to a supervisor because he kept telling her "like I just said" and like "I told you" she said "i would like to speak to your supervisor because you are not goung to talk to me like that" his words then said "and how are you going to do that" "i will give you one more minute so do you have any thing else" . he wouldn't even provide my wife with his information she had to call back and request again to speak to supervisor whom said he will have the call traced and reported. in which he provided her with the badge number of the rep she had originally spoken to and recorded.

I am writing this letter to bring to your attention that I as a customer am not satisfied with the quality of service that was provided to me . This situation has been an ongoing hassle for the last 60 days and the customer service representatives that I have spoken with have not helped resolve this error.
I recently moved and called the apartment complex representative for Time Warner after signing a lease in order to get service as instructed by my future landlord. I called 60 days prior to actually moving and spaoke to Chantel [redacted]. During my Call I was quoted $109 for Cable (250 channels including Starz and Epix.) Ultimate Internet and Telephone. I had to contact her on 3 different occasions to just get information regarding the install and assumed that everything was good to go for the date I needed service installed. The day of my move (day before install) I received a call indicating I owed a COD which confused me because according to Chantel I owed No money during install since there was no installation fee my first month bill would arrive shortly after I started service. So when I called I found out that I was scheduled for only Cable and Internet and the rate at almost $150.00 I spoke to a representative and then was transferred over to Joe ( I do not have a last name or ID number) who was supposed to correct the situation and set the order up for once again Cable Internet and Phone- we downgraded the internet from Ultimate too Extreme which was to bring the rate down to $113 including equipment and fees . The only thing the $113 didn't include was the WI Sales Tax. Once he switched it he told me that I would not longer have my appointment - which as I scheduled this 60 days ago was pretty irritating- so we decided (Joe and Myself) that if the installer came and did what was on the order to keep the appointment we would then reschedule to in order to have the corrected modem installed. During this phone conversation I reiterated that the service getting installed on 03/5/2016 was to include- phone, cable and telephone, the response I received from Joe was yes that will all be done on 03/05/16 and then we will reschedule to have the other modem installed. At this time I confirmed with Joe what was included in the cable package and again he indicated yes. In order to confirm I asked if this was a recorded line that we were on and to provide his name once again, he indicated to me that yes It was a recorded line and his name was Joe. I thought we had the entire situation resolved the bill set and everything good to go.
On the day of the install the I would assume subcontracted individual showed up with the equipment, did not produce a Time Warner name badge and did not put booties on his feet. He proceeded to install what I thought was cable, internet and phone. After about an hour he stated “ you know how to work a remote right”. I said yes and he proceeded to pack up, when I asked about the telephone service that was supposed to be installed he told me well it’s not on the order there’s nothing I can do. Another, ok, I will call customer service again. After he left, my daughter proceeded to turn the TV on and noticed we received 20 of the 250 channels that we were supposed to. So I rushed outside and went to the individuals van that mind you was labeled with a magnetic sticker- since the individual did not notice me I said excuse me a couple of times until he looked up and got out of his van. As he got out of the van his zipper was down and pants were not buttoned. This is highly inappropriate. He was in my house moments before and now he is basically exposing himself. He indicated he needed to get something from the other side of the van and came back a moment latter pulling up his zipper in plain view. Since I was pretty disturbed by this I quickly mentioned that I am not getting the channels I was supposed to and he simply states you have basic cable that’s all I will do. Well ok, I was supposed to have 250 channels, if the work order yesterday was for $150 dollars how can that be standard cable. I was once again on the phone with Time Warner trying to figure this out and spent another hour figuring out why it was still wrong. In order to accommodate my new order that Joe was supposed to put in for the Ultimate internet vs Extreme I told this new representative that I would just go switch out the modems myself. I thought now everything was fine. Modems are switched, channels work now and I have phone. Perfect Situation resolved. Well, not so much, I go online today and see that my bill is for $154.00- that’s odd to me since I now have a slower internet. I was told by Joe the $113.00 included the equipment, fees and charges plus the cable, internet and phone. The only part not included was the WI state tax. I tried contacting someone today ,03/07/2016, and was told they are unable to see the conversation and the lowest the bill will be is $140.00 This does not make sense to me since on multiple occasions during my initial phone call with Joe I asked clearly the bill will be $113.00 plus WI sales tax .. RIGHT… and he said Correct.
I have gotten the run around since inquiring about Time Warner Cable and I need this situation resolved as quickly as possible. Between the local representative and the call center representatives not have proper records of my calls to the technician exposing himself while at my job.
As a new customer, I expected better service than what was and is being provided.
I did receive a follow up call from corporate (Mary and Greg) - they did apologize about the above situation and informed me that the subcontractor was handling the situation with the installer. The subcontracted company did contact and informed me the installer was simply urinating. (still not the point- the situation was inappropriate. ) Mary informed me that she has looked at the calls and that she has once again corrected the bill, again thought everything was fine. 10 days later my bill online is still incorrect and when I spoke to customer service I was informed that I was now being charged for installation. Which on multiple phone conversations I was told I would not be. At this point I don't believe they have corrected anything and will be turning in the equipment and fighting any charge that is given to me. My time on this has exceeded 8 hours and my time is not going to be misused and I will not be mistreated and lied to by not one or two different people but everyone that I have spoken with has come up with a different answer.
I will not recommend Time Warner and in fact I will make sure my friends and family know all about my experience.

Review: I have an internet and phone service with TWC. I have used for interpretation business. In April 7, 2016 while I was in the middle of the call (interpreting), the call disconnected at that day at least twice. I contacted TWC and they told me that there was an outage in the area. The customer service said she cannot do anything for you! So I asked to talk with supervisor she told me she is busy but she will give you a call. After 10 minutes, I received a call from the supervisor and we discussed regarding the issue and she confirmed the problem. Thus, I requested two things which was the compensation for 3 hours working ($150) also write a letter to let my employer that this disconnection was not my fault. The supervisor agreed to help me out and she told me we will do that for you and she apologizes for what had happened. After three days I have not received anything from them and I gave a call and I asked what is happen with my request. The customer service told me I cannot do anything for you regarding the issue. So I requested to talk with the supervisor and after stay on the line for more than (30) minutes, I got a supervisor. After discussing for about 1 hour and she told me that TWC does not be able to compensate you for $150 also send your employer a letter about the issue that day. She said we can refund one day ($2) only! Then I pointed out that in the previous conversation with the supervisor who I had talked with agreed to compensate me also write a letter to my employer. Also I told her to go back and listen to the conversation between me and her. So she agreed to do that but she asked several days and I gave her a week to get a respond from them. This supervisor her name is Heapher and she told me that she is working in Wisconsin. I have not get any respond back from her after 9 days, then I called TWC and I asked to talk with Heapher and the guy told me that I don’t know this person because we located in Philippine! After a long talking he promised to find her for me and let her “Heapher” to call me back at the same day at 4:00 PM (Wisconsin Time). I was waiting but the call never came! Next day I called again and asked for the Heapher and the customer service told me that she is located in Philippine and don’t know this person! I get upset and asked for her supervisor, after 30 minutes waiting I got a super visor. I explained again and I insisted to refer me to Heapher because she knows about that case, this conversation also took me another 45 minutes! The day after I got a call from the Heapher and indicated that she has not received any information from them yet and I agreed to give her more time and she came back to me as soon as she got the result. Shortly after her call, I was on the phone with my client, she called back to my mobile and left a voice mail saying that they listened to the conversation and they did not said to compensate you with this amount also write a letter to your employer! Indeed, she left a phone number to reach her out if I want it! Right after listen to the voice mail I gave her a call back with the number she provided. Unfortunately some people answer the call from Philippine again! After talking what I'm looking for and she could not help me because she does not know Heapher. So I requested to talk to the supervisor, finally she transferred me to the supervisor. I talked to the supervisor and explained the situation and he promised to inform Heapher to call me back. This supervisor was Neil, reference # [redacted]. Later Heapher called me and repeat the same result to me. So I requested to listen the conversation between me and the supervisor who promised me at the first phone call. She said I cannot release this to you and you must submit a subpoena to get that! I asked her to provide me contact information, address, name,etc and she refused to give me anything! Briefly, first, I have spent almost 1 month to solve this issue and they never done anything to solve that. Second, in total I spent more than 6 hours talking to the customer service and referred me to the Philippine consistently. Third, they always made things more difficult and never getting any good result. So I would like to request for the compensation for what I lost that day which is $150.Desired Settlement:

Business

Response:

We spoke to Mr. [redacted] today 5/12/2016 about his complaint/request. We explained that multiple calls were pulled and researched and at no time was it stated that we would credit/adjust the account in the amount of $150. In addition, Time Warner Cable did not state we would send a letter/document to his employer giving reason why his phone call dropped. Mr. [redacted] currently has residential service and under Residential Subscriber agreement it states this service cannot be used for commercial purposes. If Mr. [redacted] would like to upgrade his service to a Business Class account he can do so by calling 1-855-580-8427.

Regards,

Time Warner Cable

Consumer

Response:

Review: Upon entering into a contract with Time Warner for cable TV service, it was agreed upon by both parties that NBC programing would be included in the service that I was purchasing. Time Warner has since failed to provide NBC programming and has not offered a reduced rate despite not offering the same service.Desired Settlement: Please pro-rate my bill to reflect the reduction in service Time Warner has provided.

Business

Response:

Monday, September 9, 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 9/09/2013, regarding the concerns of:

Thank you for contacting us about Journal Broadcasting Group’s blackout of channels on the Time Warner Cable lineup. As you know, we have been negotiating for some time to reach reasonable terms with Journal for the right to continue carrying their channels, and regret that you’ve been inconvenienced by this blackout.

You asked to receive a credit for these blacked out channels. Please note that Journal Broadcasting Group’s channels are carried as part of a programming package. With the exception of premium channels like HBO, we sell programming packages rather than individual channels. Sometimes we have to drop channels from those packages, other times we add channels. And over the past few years, we have added a number of channels to various programming packages. We typically do not change what customers pay when we modify programming packages; however, if a blackout continues for a protracted period of time we will assess how best to address the issue.

You specifically asked for a credit based on Wisconsin Statute sec. 100.209(2). Unfortunately, that statue applies to a total loss of all services, not a temporary suspension of a single channel in a contract dispute. We sincerely regret that you’ve apparently been misled into thinking you were due a credit under Wisconsin law, but the law is clear.

Despite what you may hear or read, we are actively engaged in negotiations to return the Journal channels to our lineup. However, we will not do so under the terms being demanded by Journal that would require us to raise the price you pay for TV.

We hope Journal restores its channels to our lineup soon. In the meantime, we hope you are enjoying the temporary replacement programming provided, and the free preview of The Tennis Channel from August 26 through September 9, 2013. And be sure to look in your e-mail and USPS mail for another small gesture of appreciation—either a movie-on-demand coupon or a gift card. Instructions on how to redeem those should arrive in your home by August 31, 2013.

We do appreciate your patience, and your decision to be a Time Warner Cable customer.

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