Time Warner Cable

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: 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: 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: 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: 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.

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

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

Have been a Time Warner customer for years.

In the past 2 months they have dropped channels, refused to do anything about it.

Double charge me one month, then refuse to refund me my second payment saying they will just hold it and credit it to the account for the next month. Not everyone has extra $120 for cable on top of the $120 you normally pay.

Have been great other then last 2 months were they have lost my business forever

I was quoted a price for phone,cable,and internet, when I received the bill it was three times the price I was quoted. I called up the company and spent an hour and half on the phone with them talked to 4 different people. my bill went from 185.06 down to 100.67 this still was not the offer I was first quoted when I called to get the services installed. So I went back to just phone and internet with this company. the people were nice, but they would not give me the price of 79.99 and HBO for 1 year that I was quoted in the first place. They have done this to other people that I have talked to also. Unfortunately they do not have a lot of completion.

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.

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.

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.

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.

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?

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 7/8/13 I ACCIDENTLY PAID TIME WARNER $400. IT WAS ON LINE AND TIME WARNER IS RIGHT ABOVE MY UNION PLUS CARD AND I ENTERED TIME WARNER INSTEAD OF UNION PLUS. ON 7/9/13 I CALLED AND ASKED TO GET THE MONEY BACK. I WAS TOLD I WOULD GET IT BACK WITHIN 30 DAYS. WHEN IT DIDN'T COME IN THIRTY DAYS I CALLED BACK AND WAS TOLD IT WOULD BE EXPEDITED.I CALLED BACK TO SEE IF THEY HAD MY CORRECT ADDRESS AND THEY DID. LATER I CALLED AGAIN AND AFTER TALKING TO THE PERSON FOR A WHILE, SHE SAID SHE WAS IN NEW YORK AND I WOULD HAVE TO TALK TO SOMEONE IN WISCONSIN,SHE SAID SHE WOULD CONNECT ME. THE WOMEN FROM WISCONSIN PUT ME ON HOLD AND WHEN SOMEONE ANSWERED THE PHONE I TOLD HER MY PROBLEM SHE SAID SHE WAS IN [redacted] AND I WOULD HAVE TO TALK TO SOME ONE IN WISCONSIN SHE SAID SHE WOULD CONNECT ME. SOMEONE IN WISCONSIN ANSWERED THE PHONE, I TOLD HER MY POBLEM AND SHE PAST ME OFF TO SOMEONE ELSE WHO PASSED ME ON TO ELSE. THIS PERSON TOLD ME I WOULD HAVE TO HAVE THE BANK FAX PROOF TO [redacted] THAT THE MONEY CAME FROM MY ACCT AND SHE WOULD CALL ME BACK IN 24 HOURS.I CALLED THE BANK AND ASK THEM TO FAX THE INFORMATION. AFTER I WASN'T CALLED BACK I CALLED AND WAS TOLD THEY HADN'T GOT A FAX. I CALLED THE BANK AND THEY HAD SENT THE FAX.I CALLED TIME WARNER AGAIN AND THEY SAID THEY HAD ALREADY GOT THE FAX AND THIS WOMAN SAID SHE WOULD FIND OUT WHAT WAS GOING ON AND WOULD CALL ME BACK MONDAY MORNING. WHEN SHE DIDN'T CALL BACK I CALLED AGAIN AND I TALKED TO A MAN THAT SAID I WOULD GET THE MONEY BY THE END OF THE SEVENTH WEEK. AFTER THE END OF THE 7TH WEEK I CALLED BACK AND ASKED TO SPEAK TO A SUPERVISOR.THE SUPERVISORS NAME IS GREG AND IS AT EXT [redacted]. HE SAID HE WOULD CHECK INTO IT AND CALL ME BACK. THAT WAS ABOUT 10 DAYS AGO. TODAY I CALLED AND THE PERSON HAD ME ON HOLD FOR A LONG TIME AND SAID SHE WOULD CHECK INTO IT AND CALL BACK. I AM NOT SURE IF I TOLD YOU ABOUT ALL THE PEOPLE I TALK TO OR NOT BUT IT WAS 17 IN TOTAL.. COULD YOU PLEASE HELP ME GET BACK MY $400. MY ACCT#[redacted]REF#[redacted]Desired Settlement: I WOULD LIKE MY MONEY BACK.

Business

Response:

Monday, September 09,2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 09/06/2013, regarding the concerns of:

Thank you for forwarding [redacted]'s concerns to our attention. I spoke with Mr. [redacted] today

September 9,2013 and advised that he will be receiving a refund of four hundred dollars which will be

credited to his Visa credit card. Mr. [redacted] was also informed to allow three to five business days for

processing.

If [redacted]'s 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

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: In June of 2014 we switched from using Time Warner's Road Runner for our internet to AT&T's Uverse. On 6-16-14, I called Time Warner to cancel the Road Runner internet service. I talked to a "[redacted]", and she told me that since I was enrolled in auto pay, they would still withdraw the full amount on the due date and then I would be receiving a refund of $43.08; since I was right in the middle of my service period of June 4th - July 3. They did withdraw the normal monthly amount of $71.80 on the 24th.

The next week I received a statement saying I would be getting a credit of $14.36. On 7-9-14 I called Time Warner back, I talked to "[redacted]" this time; to ask why I was only going to get back $14.36. She told me their computer system had just gone down and she couldn't look at my account. She took my number, and she assured me I would be called back when the system was back up. They never called me back.

On 7-15-14 I again called Time Warner and got "[redacted]" again. She told me she wasn't the one I talked to the first time, but it sure sounded like the same person. She told me that yes I had called to cancel the service on the 16th, but it actually wasn't disconnected until the 28th of June, so I was only getting $14.36 back. I told her it wasn't my fault that it took them that long to disconnect it, and she said she knew that, but that was their procedure.Desired Settlement: I feel I should be getting back a pro-rated amount equal to the half month of service I used from them. When I called to cancel [redacted] never said anything about it taking almost 2 weeks for them to disconnect it when she told me I would be getting a $43.08 refund.

Business

Response:

We apologize for this inconvience. We have reviewed the account and do show that the disconnection was not completed as of the date requested. We have applied an additional credit of $30.33 to the account. The amount to be refunded will be $44.69. Please let us know if there is anything further we can assist you with. Thank you.

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: 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: 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,

Review: On October 25 2012 we entered into an agreement with Time Warner Cable to bundle our TV ,telephone and internet service. We already had Time Warner Cable TV for 15 years at this address.We were promised,for a quick sign up to bundle all our services ,a Visa Rewards Card. We had to have the new service for 90 days after which the card would be mailed 4-6 weeks later! It is 8 months later now and no card! During this time period I have talked to numerous people from all over the world representing Time Warner Cable and all promising results in this matter! They even said that our sales rep would be e-mailed to get in contact with us! Our person of contact is [redacted] of Time Warner at ###-###-####! My messages and Time Warner's e-mails have gone unanswered! Right from the beginning I knew that this contract was too good to be true!! Time Warner didn't provide the equipment that was agreed upon, we never received the free trial programs offered and they tried to change our monthly fees on the first billing!!!, Our account # is [redacted]Desired Settlement: A reponse from someone who can talk English and our Visa Rewards Card due us!!

Business

Response:

Wednesday, August 7, 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 8/6/2013, regarding the concerns of:

Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for the delay in the

processing of his gift card. We have contacted Mr. and Mrs. [redacted] and apologized to them, and

resolved his complaint.

I spoke on the telephone with Mrs. [redacted] on 8/6/2013. She and her husband had difficulty with the

gift card registration process in November, 2012. They contacted their Time Warner Cable Residential

Sales Account Executive about this, and they were promised that he would take care of the registration

for them. Apparently, this was never done. This prompted the [redacted]s to submit their complaint to

the Revdex.com. I apologized for our failure to live up to our promise.

Working with our Marketing Department's Gift Card Escalation division on 8/6/2013, I was able to get

the [redacted]s put on an exception list so that they will be receiving a $200 Visa gift card in 8 weeks

from now.

I telephoned the [redacted]s this morning 8/7/2013, and spoke with Mr. [redacted]. He was relieved

to learn that they will finally be receiving their gift card, though by the time they receive it, almost a year

will have passed since their installation. He stated that he had depended on our Account Executive to

complete their gift card registration, but that had never been done. I apologized for this and told him I

would contact the Account Executive and his department about it.

I emailed the Residential Sales Department at Time Warner Cable, pointing out the Account Executive's

failure to fulfill his promise to the [redacted]s to register them for the gift card.

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

Monday - Friday anytime between the hours of 9:00 AM and 6:00 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin