Time Warner Cable

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?

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!

Review: I cancelled my service with TWC on 27 October 2014. In addition, I discontinued my automatic bank draft payment at the beginning of October, 2014. However, on 7 November 2014, TWC withdrew the full month of service fees (for the cancelled service) from my bank account (which they were no longer authorized to do). I have called and was told it would be corrected immediately and that I would receive a call back to discuss the problem. Neither of these things has happened.Desired Settlement: I would like my money refunded immediately to my bank account, and I would like assurance that my bank information has been deleted from their system so that this does not happen again. This is the second time I have had a billing issue with TWC removing unauthorized or incorrect amounts of funds from my bank account. I have no confidence that my information is safe with them.

Business

Response:

We spoke to Ms. [redacted] about her complaint on 11/17/2014. The refund amount that she will be getting is $47.21. That refund will go to the credit card that she supplied to Banking Services for a timelier refund. The refund will take between 3-5 business days to process. Ms. [redacted] accepted the resolution. Time Warner Cable considers this matter closed.

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.

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

Review: I canceled my account with them on 8/15/14 I was sent several bills after this and I called and spoke with various representatives and was told to it would be taken care of to disregard. They withdrew $170.00 from my checking account on 9/25/14 I have since spoken with them by phone and by internet they are returning it to my account however this was not authorized. and they said it would be several weeks. I am not a big business like time warner and have other bills to pay but now some will have to wait and I will be paying late charges. on these because of there incompetance and total disregard for me. I should be compensated for my time and stress this has caused me as well as other financial set backs that will be occuring due to late paymentsDesired Settlement: Reimbursment of money taken and punitive damages caused by this

Business

Response:

Upon receiving this complaint, Mr. [redacted] account has been researched further. There is a current credit balance on the account of $300.90. Typically, the customers who have a credit balance on a former account will receive a refund check in the mail within 4-8 weeks of the disconnection of the account. However, considering the circumstances, we have sent an expedited auto-refund request (ticket #[redacted]) to our Payment Services Team to reverse the payment of $170.56, which was posted to Mr. [redacted] account on 9/24 via our automated payment option. We also have requested an expedited refund check request for the remaining credit balance. Once more information or an update is available regarding this request, Mr. [redacted] will be contacted as soon as possible.

Review: For 6 months now my cable has been messed up they send people out that know nothing about their job. They stand here for an hour and tell me "nothing is wrong but my cable is still doing the same thing when they leave. Their customer service people think doing their job it to hang up on you!! Today I hard to call back twice because they don't want to do their job just hang up call over. They also had a $300 cash back after 3 months. They held my three payment so I could not wet the cash back ifeel that was way wrongDesired Settlement: Everything to be fixed and refined for my time without.

Business

Response:

December 30, 2015 [redacted] Revdex.com of Wisconsin 10019 W. [redacted]field Ave. Milwaukee, WI 53214 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 he had contacted TWC in September and October reporting service issues. At the time these issues were corrected over the phone or with a customer equipment swap in our local office. On 12/7/2015 our technicians visited his home and installed an amplifier to help with his signal in his home. On 12/29/2015 Mr. [redacted] contacted us once again stating he was now missing channels. Our technicians visited his home today, 12/30/2015, and reconfigured several outlets and in home wiring to correct the issue. Mr. [redacted] was issued a credit in the amount of $128.06 on 12/7/2015 which is equal to 3 months of Mr. [redacted]s full cable service and no further credit is warranted at this time. The $300 Winback Visa Gift Card offer is only available to customers who leave a TWC competitor and subscribe to a specialized package with TWC. Unfortunately, we have found that Mr. [redacted] did not subscribe to the correct package to qualify for this card and did not register at www.twcbetterreward.com within the allotted time showing proof of switch from a competitor. 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

Review: On march 18th 2013 I was severely injured in a work accident, severing my artery in my arm and almost bled out. I was stitched up and sent home, unable to work or collect unemployment. On April 3rd it turned out that an aneurism had formed in my arm forcing an emergency surgery the next day, otherwise the aneurism could have caused my death, due to the clot in my arm. While in the hospital and after my surgery my partner called Time Warner Cable to cancel our service, due to previous complications and lack of working service for weeks and multiple individuals from the company "fixing" our connection problems and causing us to spend more money than the billing was worth. While I was in surgery and thereafter unable to talk to anyone from the company they told my partner I was the only one able to cancel our service. Thus, because I was unable to do so, I was not able to cancel the service in time to prevent the next months cycle of billing, and because I was unable to work, and after explaining to them my situation, they billed me anyway as well as extra service charges, a total of $90.00, and have been less than helpful since.Desired Settlement: I would like the bill expunged from my record and for them to adjust my credit with my bank. And for money back for the months I was charged for incomplete, horrendous, unhelpful, and lack of service.

Business

Response:

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

A TWC Representative from Division Office of the President has attempted to contact Ms. [redacted] on the (414) ###-###-#### contact number that was provided, along with leaving messages with her contact information. However, we have not received a return call from Ms. [redacted]. If she still desires assistance she can contact [redacted] at ###-###-#### press option 1 then extension [redacted].

Ms. [redacted] account was review and our records indicate request for services to be cancelled was on June 3rd 2013 at the local office, which was the same day the customer returned her modem as well. At this time, the customer has an unpaid balance of $90.60 which covered service provided from April 15th 2013 through June 3rd 2013. In addition, TWC sent Ms. [redacted] two finish billing statements with this information on 6/4/13 and again on 6/12/13 however we never received a call from Ms. [redacted] disputing the balance per our tracking log of her account.

Under our TWC Residential Service Subscriber Agreement it states under section (i) Billing Errors. You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive any right to (in other words, you will not be eligible to receive) a refund or credit.

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

Review: Time Warner offered $150 gift card at the we signed up for the service. The gift card never was sent. I called customer service 3-4 times, and each time I was told that the card would be sent. I have still not received the gift card. I have cancelled the service. I called customer service regarding the final invoice. I told them that since I never received the gift card that was promised, I would deduct $150 from the final invoice. I told the customer service representative that I would file a complaint with the Revdex.com because I can never be sure that my account file is updated after a call to customer service.Desired Settlement: My final payment will be $94.10 at which point I should have a balance of $0 on the account when the $150 is credited for the gift card never received.

Business

Response:

Customers must maintain eligible services in good standing for 90 days after

installation/upgrade to be eligible for a reward. We reserve the right to

disqualify customers from receiving a reward for delinquency at any time within

the first 90 days. Ms. [redacted] did not met the requirement to receive the gift card. There is also phone modem on the account needs to be returned. Time Warner Cable apologizes for the miscommunication but her request has been denied. Ms. [redacted] account has a balance of $ 244.10.

Time warner cable is more than happy to sign you up. But when you call to adjust your service to what would be better for you, they tell you that you can't because they woukd charge you more for less. We want to change from having cable to just an Internet package. And they said they would charge us more for the same Internet than having both. They would not offer the amount that I could have had if I woukd have never signed up for cable in the first place. So to warn others if you plan on time warner cable make sure you know exactly what you want because they will not help down the road.

Review: On 8/24 I no longer was employed by the company per the paper work for my exit interview I had one month to contact employee services to let them know what I would like to happen to my account. Following that paperwork I contacted and advised I wanted to remove all the movie channels and keep everything else the same. Emphasis placed on my ultimate internet. I was told by the employee services rep to contact Customer Solutions on 9/23 so they could set me up with a new customer promotion as outlined in the paperwork that I have from HR. I contacted customer solutions the first time explained that I was a former employee and looking to get a new promo and was told the best was 199 of course I know thats not true. I declined and asked for a supervisor. The rep lost the call. I called back on 10/2 and spoke with a rep out of the milwaukee office who offered me the same 199 I declined and said if I can't get the new promo promised me just give me internet . To this he stated we don't want to lose your business . I said fine give me my same service I have know (i still thought ultimate internet) for 160 and he agreed. I stated I need a second internet he said he could do ELP internet and everything I had for 174. He was going to call me back because he had issues . I never received a phone call . I called again a few days later only to find out that my account was not up from 252 to 306 and I had turbo internet and basic internet. rep offered me 230 I declined and stated I wanted the call pulled from 10/2 he stated it takes 2 weeks. I told him I would call back . Today I called and rep again offered 213 I declined. She then offered 194 again I declined as they are all too much for what I was told . The rep even lied about a promo that was available and told me it was not. Her main focus was adding on phone and starz. to make a sale. I advised her to note the account and I would explore my other options. I went to Facebook and the rep there told me they can't address any billing issues. So no one has been of any help.Desired Settlement: My request is simple I would like the 89.99 new customer promo that includes one box and extreme internet and phone .. I do not want the phone so I want the double play preferred cable and extreme internet for 89.99 with one of my boxes free. add in the 8.00 for modem 10 for the additional box and the 2 12.99 dvr fees and my bill should be about 136 before taxes . I would also like this backdated due to my issues to 9/23.

Business

Response:

Time Warner Cable appreciates the opportunity to review Ms. [redacted]’ request an available promotion. We were able to rerate Ms. [redacted]’ services and her Time Warner Cable account now reflects the monthly rate of $142.22 plus taxes and applicable fees. 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 wewill 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

Review: about the middle of january I scheduled a cable, phone, internet package to be installed at my home on 2/6/16 between 2 and 3 p.m. On 2/5/16 I received a call from TWC confirming my appointment and at that time paid 187.09 over the phone to cover my installation and first month package. On 2/6/16 at 3 p.m. noone had shown up from TWC so I called them. The rep I talked to put me on hold came back and told that the guy was running late and would call me in about 10 minutes but he was on his way. I never got any phone call from anyone and at 4:30 p.m. noone ever showed so I called back. This rep put me on hold an extremely long time then came back and apologized to me and told me that noone was coming today there was some kind of mistake on the work order. I could reschedule the work to be done, so I asked about the following monday and they could not do that then I asked about the following week as I'm trying to schedule this on my days off. They did not have an opening . It was then that I asked for her supervisor. When he came to the phone I explained the situation to him and he apologized and I asked him to cancel my order I was done doing business with them. I inquired about the money I had already paid and he said I would get a refund in about a week. I have received no refund and it has been two weeks.Desired Settlement: I would like to have my 187.09 refunded to me since they really dropped the ball on the installation

Business

Response:

February 18, 2016

RE: [redacted]

Complaint # [redacted]

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

On 2/6/16, after not being able to have her installation completed as scheduled, Ms. [redacted] contacted TWC customer service and requested to cancel the pending order instead of rescheduling it. The rep she spoke with honored her request and canceled the order. Ms. [redacted] then inquired about the money she prepaid and the rep informed her that she will receive a refund in about a week. Because the service was never established at Ms. [redacted]’s home it did not create an automatic refund. The rep was required to enter a ticket for a manual refund but failed to do so. As of today, 2/18/16, the refund has now been processed and Ms. [redacted] should expect to receive it back on the card in which she used to make the payment within 3-5 business days.

We regret any inconvenience this may have caused Ms. [redacted]. Thank you for the opportunity to respond to this inquiry.

Sincerely,

Customer Escalation Specialist

Time Warner Cable Kansas City

Consumer

Response:

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

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

Regards,

My cable box stopped working last Friday. I opened an online session with Brianna [redacted]. After 20 minutes of reloading , checking cable connections and waving a voodoo doll - she agreed a service call was in order. She was unable to schedule it but would put me on a list for first available. No one called. Today is Wednesday .Today I had a chat with Abel [redacted] - same results. No available appts. - they will call me.
Are they just jerking me around or are they unable to schedule a service call?

Review: I added the home intelligent SECURITY ALARM service to my cable service almost a year ago . What caught my eye was at the time warner was offering a 300 reward card after 90days of service of the alarm system. I have had my system over 1 year never received the promotion .Desired Settlement: Receive visa card as promised

Business

Response:

We have reviewed Ms. [redacted] account; unfortunately she does not qualify for the promotion in question due to the fact she did not keep her account current for a period of 90 days. Our terms can be found here http://www.twcbetterreward.com/Terms 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

Consumer

Response:

Review: On January 28, 2016, I called and emailed the District Manager [redacted] with the following issue and she has never returned my call or email.

On 4/5/2015 I moved to a new house and set up a new acct with Time Warner. The monthly fee was $121.87 and I was guaranteed that price for 12 months. The last bill I recv’d for service provided 1/24-2/23, 2016, has a new monthly charge of $136.30 due Feb 13, 2016. I have not had any change in services. I talked to Alice in Billing dept, on 1/28/2016 at 5pm and she told me there was a price increase; however, I was guaranteed the price for 12 months. She told me her supervisor Kathryn would call me back to discuss other promotions I may be available for. [redacted] called me back just to transfer me and I was put on hold for 10 min and then my call l was disconnected by Time Warner. Also, Time Warner increases prices without telling the customer and the customer does not know until they get the bill for services they have already received – this is not fair to the customer.

I want my bill back to $121.87 per month that I was promised for 12 months.These are the price increases to my bill:

Broadcast TV and Sports Programming $8.75 (I have never had these charges on my bill before).

1 digital adapter increase from $2.75 to $3.25

Internet model lease increase from $5.99 to $10

Franchise fee increase from $2.84 to $3.30

I have already paid my bill that is due February 11, 2016, at the $121.81 amount.Desired Settlement: I want my bill back to $121.87 per month that I was promised for 12 months. Also, confirmation that this price will not increase until after April 2016.

Business

Response:

February 5, 2016

RE: [redacted]

Complaint # [redacted]

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

Upon contacting Ms. [redacted] it was explained that only the services included in a special promotional rate will not be affected by the annual increase. Ms. [redacted] indicated that she saw the pricing increase page that was included with her invoice that was mailed out on 12/28/15, but did not think that that applied to her. As mentioned in her complaint she received an increase on the modem lease fee, the surcharges, and the DTA’s all which are not included in the special promotional pricing and all of which are subject to change.

Because TWC values Ms. [redacted] as a customer a credit for the difference in the amount of $43.47 has been placed on her account as a 1 time courtesy. The credit will cover the difference ($136.30-$121.81) in which Ms. [redacted] is charged so that she can pay $121.87 per month until April.

We regret any inconvenience this may have caused Ms. [redacted]. Thank you for the opportunity to respond to this inquiry.

Sincerely,

Customer Escalation Specialist

Time Warner Cable Kansas City

Consumer

Response:

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

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

Regards,

Review: Iwas not given proper instructions on how the block pin set up work. I have and autistic adult son that lives with me ,who loves to order movie. So I ask them how could I prevent him from ordering movies on the pay stations so they walk me through the steps to set up which I though was great .Not knowing that my worries were not over.But a short time later he was able to order more movie.So I said how is this possible on I knew the pin number.So I called them back again with the same problem so they walked me through the steps again .But again he was still able to order movie.And my cable bill was getting. higher and higher.They offered to knock some of the bill down ,but ver little.So I decided to go into the office with my problem. I told the rep.at the office my issue because I didn't know what else to do. I ask how is able to to get pass the pin block and order movies.The rep.told me that all he was doing was unplugging the cable box and plugging it back up and letting the system reboot and that cancel out the block pin number,so that how he was. Able to reorder movies. And I was so disappointed to know that it was that simple.And why didn't the representative early when this problem first accured. Instruct. Me to do this just go into the office and ask them to put the block on my pay stations to avoid this out standing bill that acurred from this problem. And now their not trying to even come to and even want to accommodate me and my son for our lost of Cable service which mean no phone,no internet service and bad reception on our Television set Then after the fact Month later they tell me about the 30 day complaint period. They were not concern with helping me as a customer.Desired Settlement: We do 50/50 with bill.

Business

Response:

July 24, 2015

Time Warner Cable is billing people and sending bills to collections when no service was ever installed. After you call them about it they say they will fix the problem but they don't and you end up in collections.

Time Warner disconnected my services for $60.00. I made a payment of $93.00 and my services were restored but then disconnected again three days later for a payment that is not due for two weeks. When I called about this matter I spoke with a sarcastic customer service rep who told me my services would not be restored unless I made another payment. I was then given an invalid phone number to contact the customer service department and unable to locate a valid number online. I finally did speak with someone who ensured me my services would be restored within 30 minutes which never happened. I am currently still without services.

In June, I visited the TWC site to schedule a repair of my 92-year-old mother's DVR. I discovered I owed almost $700 because her credit card had gotten a new expiration date and the bill was kicking back. After giving someone the new expiration date on my mother's credit card so TWC could get the back pay since her card was updated (6+ months of it being rejected and in all that time TWC never called ME or wrote ME), I thought everything was fixed. Today (July 17)TWC cable guy showed up to take my mother's equipment for non-payment. The nursing home phoned me and I told him what happened, told him that I talked to someone and gave the new info. He called credit dept. Credit dept. has a record of my call but no update so we presumably owe another month. (I had a feeling the person I spoke with in June did not have a great command of English which may be part of the problem -- but it isn't my problem though the company should be hiring locally). I told the tech to have the credit department at TWC call ME and I would give them the correct information. He called credit, they said to take the equipment if I did not pay them immediately. I said, "fine, take the (expletive) equipment. U-Verse is in that area or we can just go with the TV stations." Given the fact that cable is bleeding customers, wouldn't you think they would call me for that amount of money. I wonder if they will EVER call me. I wonder what I will say when they do.

TWC had wrongfully auto-debited money from my account 16 days after it was closed and I had moved. When I called and talked to a representative, she shared with me that a refund check would be refunded in several weeks. I preferred not to wait that long, so she (supposedly) put in a ticket request to refund it back to my card. 5 days after I called the first time, and not seeing a refund, I chatted with an online representative and he could not tell me whether or not it would be a check or it would be credited back to my card. He also told me different amount of days it would arrive as a check, and told me the "Escalation Team" would contact me within two days. I did not want to take the chance of waiting some more, so I asked to be forwarded to that team immediately.
After chatting with an Escalation Team member, he again quoted me a longer amount of time my check and/or refund would arrive than both the previous representatives. I asked him what I could do to know if it would be coming as a check or a credit to my card and he said to call back in 7 days.
I asked for a transcript of our conversation to be emailed to me as documentation, and he failed to do that.
I called back in 7 days later and the representative I talked to, told me that it would be mailed as a check. I shared with her some of my previous experiences and if she could see any documentation on the request to debit. I don't think she could, which is unfortunate.
Overall, Time Warner Cable makes for an extremely poor customer experience. I called several times and felt like I was getting the run-around, and none of the representatives I spoke with, seemed to genuinely make an effort to help me. Their system is unorganized, I don't feel like anything was handled effectively or my concerns were heard.