Time Warner Cable

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: 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 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

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?

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: 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 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: 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 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: 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.

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: 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: 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: 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:

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: We ended service with time warner cable on 3-16-14 and they want to charge us to 4-2-14. needs to be corrected in the billed amount

Business

Response:

Thank you for the opportunity to respond to this complaint.

We are disputing that a disconnect was requested on this account on 3/16. We do have record of a call on March 27th from someone identifying himself as [redacted], calling in regard to a transfer of service to [redacted].

We did not receive our equipment from Mr. [redacted] until April 2nd, and it is Time Warner Cable policy that we do bill until our equipment is recovered.

It does appear that Mr. [redacted] was billed in error until April 20th, and he iwas due a credit for services billed during that time frame. We have credited his account a total of $66.30 for that billing error (the credit was issued on 4/22). Mr. [redacted], when advised of that information, stated that he is not paying the bill anyway so he could care less.

The remaining balance due on the account is $84.93 and that is a valid debt. We will not be issuing any further credit to the account.

We apologize for any confusion but the request for credit is denied.

Thank you.

Time Warner Cable

Business

Response:

We are very sorry but we stand behind our initial response.

We can find no evidence of any calls on or around the 16th of March. Our billing system is unique in that it leaves an electronic "footprint" of anyone who accesses an account, showing the date and time along with the screens that were accessed. No one was in the account at all on or around March 16th.

Thank you.

Time Warner Cable

Consumer

Response:

Review: We were Time Warner customers for over ten years. We discontinued service in January 2014. We made two trips to return all of the equipment that belonged to them. They keep sending bills for the equipment. We spoke with someone on line, and then on the phone, and were told the problem was corrected. Then we received another bill. We spoke on line again and got no help.Desired Settlement: I expect the charges of $101.32 be removed and I expect a letter informing us that the charges have been removed.

Business

Response:

Hello--

All equipment has been removed. A refund in the amount of $156.68 is being processed, which should be expected in approximately 6 weeks via USPS.

Thank you,

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 because I have been told from them before and the matter was not corrected, I will hold satisfaction until the action is completed.

Review: Time Warner with drew $376.46 when I changed the Auto-Pay over a month ago. They said they would reverse the transaction with in (7) to (10) days - I said that is not fast enough. "That is the best we can do"

Business

Response:

Wednesday, February 26, 2014

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 02/25/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have contacted Mr. [redacted] to speak with him regarding his credit card being refunded for $376.46. I apologized for the inconvenience this may have caused him while waiting to be refunded. Mr. [redacted] was upset because he was informed that it would take the normal 7-10 business days for us to refund him his money back to his credit card. Our normal refund process is the 7-10 business days however, due to the error made with his payment to us I was able to get his refund request sooner. I have informed Mr. [redacted] as of 2/25/14 that it will be 2-3 days from 2/25/14 he will have his refund back to his credit card. He was okay with that and will wait for this to appear on his card.

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

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

Sincerely,

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: About a month ago, we noticed a down line in our yard. It was connecting to our neighbors house but crossed our yard. I first contacted the city to see if it was their line but it was not. Next, I called Time Warner Cable to see if it was their line. They told me they would have someone come out. After a couple days and no phone calls and no service person coming to our house, I called again. They had no record of my call so I did everything over again. They said they would have someone come out. I came home from work one day a week later to find 4 new orange lines laying across our yard. No one had contacted me to tell me what they were about and they had just left them there. My fiance then called Time Warner to find out what they were doing. They told us that they were going to dig up our yard to place the lines. No one had bothered to call us to ask or event tell us their plans. They told my fiance that they would be back out to finish the project. No one came for at least a week. We just had orange lines running across our yard. Mind you that we have pets and children that play in our yard and this has become unsightly and an interference. My fiance called again today and they were very uncooperative. My fiance said that they cannot dig up our yard at this point because they have done nothing to be considerate to us or our property. They wanted our account information which is under my name and he does not know all the info for and told us there was nothing they could do without our info. But that doesn't make sense, because this has nothing to do with our account. These lines are connected from a pole to our neighbors house. What if we didn't have an account with them, would there be nothing they could do? This isn't a project that should take a month and they should be very transparent with their plans to our property. This is also something that shouldn't take multiple phone calls where the company doesn't have any record of what's been happening.Desired Settlement: I would like them to come fix these lines within the next week and find a solution that is not digging up our yard. I would also like them to give us free service for our inconvenience of the situation and time spent with this. If they do not adhere then we will be taking our business elsewhere, which includes our home and my fiance's business account.

Business

Response:

May 13, 2015

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.