Time Warner Cable

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.

Review: I received a bill from TWC and the due date for the bill was for Feb. 24 2015. I received an automated call from TWC on Feb 12, 2015 at about 10:00p.m that stated that my servieces were in jeopardy of being turned off for non payment. Then it asked me if I wanted to make the payment of &157.42 now or did I need 24 hours. I pushed 2 for ...I need 24 hours. When I woke up Friday Feb 13, 2015 at 9:30 am I went on my phone to check my bank account to see if my direct deposit was there. I couldnt use TWC internet so... I just called the automated service and made a payment for due amount of $157.42.

When my services were restored I became aware that I wasnt even given the 24 hours TWC grated me to make a payment and they shut me off.

So, I began thinking....

1. My bill due date wasnt until the 24th of Feb. It is only the 13th ....why are they shutting me off?

2. The night before... alittle less then 12 hours ago TWC gave me 24 grace period to pay my balance. But, they shut me off 12 hours before the 24 hours was due.

3. Now they charged me $7.50 for turning me back on anmd a $5.00 charge for calling in a payment.

They charged me fees even though they had no right too. My bill clearly states that my due date is the 24th and less than 12 hours ago they gave me 24 hours to pay. Instead of honoring my contract with them that I have to pay before the 24th. they shut my services off AND charged me to restore them.

This is not right.

So, I decided I would chat with a customer rep. that way I receive a transcript of the spoken words..... Sorta as evidence.

When the customer service agent came in the chat room it all went down hill from there. We spent a total of 15 minutes on the chat feature with no outcome. I have a copy of the transcript where I am trying to explain what was happening to her and she just was either not reading what I wrote or she was playing games with me. When you are talking this much money for services I desire to know why things are happening the way they are happening because it causes me undo stress and then I am sick for hours afterwards. We live modestly and we deserve better actions then what both TWC does to us and then their employees do.

I also have transcript of chat with Sue. The customer service lady who made me physically sick with stress and anxiety.Desired Settlement: I want this customer service rep that I chatted with held responsible for her rude behavior and unsatisfactory business actions. Look... TWC has a monopoly here where I live so we HAVE to use their services. I do NOT need this hassle and aggravation when it wasn't even time to pay my bill yet. I would like them to stop with these automated calls because they start calling 14 days before my bill is due and shuts me off then makes me pay for turning it back on and then stressed out for the rest of days ....... I should receive a bill and be allowed to pay it on time then if I dont... then start calling me. I dont need reminders like this. It is making me sick

Business

Response:

Time Warner Cable has completed the investigation of Ms. [redacted]’ complaint. On 02/13/2015 the services were disconnected due to non-payment. The bill on that date was $331.45, which was for two months of service.

Review: TWC misplaced a payment of $66.40 in July, 2013. They reported the bill unpaid; however, the payment did post from my bank account.

Starting in July and continuing throughout September, I would receive harassing auto-phone calls every single day (some days up to 3-5 calls and voicemails) alerting to me that my payment was overdue. These calls came directly to my work phone, disrupting my workday to alert me to a missing payment that I had already paid. I also received statements in the mail weekly threatening to cancel my service if I did not pay my overdue payment.

Starting in September, my services (phone and internet) began to get suspended for this "missing" "unpaid" payment. I work from home, so again my work was affected by this billing mistake.

From about mid-July to late September, I called Customer Service about once per week and spent about one hour of my time trying to resolve this issue. Every time I called, I had to talk to many different people, explaining the same problem over and over again, each time the person would give me a different solution. At the end of the call, the Customer Service Rep would say that my problem was fixed and the harassing calls and suspended service would cease. Every time they were wrong.

I have gone to my bank and had them fax over a copy of the payment that indeed WAS posted on July 1st. Then I called TWC back to say that I had the necessary proof that they requested. At this time, I was told by the Rep that the problem was "probably one of the billing people simply took my money and applied it to someone else's bill."

Bottom line, they totally screwed up. Admitted it. Took about three months of my time and frustration. Cancelled service to a 100% paid customer. Made me feel like a liar. And now they still have yet to resolve this issue for me!

This is the most ridiculous excuse for a company that I have ever dealt with.Desired Settlement: I absolutely expect at the very minimum - a phone call with an apology and a one-month free subscription to both my internet and television. This has been a nightmare. I will absolutely, without a doubt cancel my service without this bare minimum.

Business

Response:

Tuesday, October 15, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 10/01/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have attempted to contact [redacted] on several occasions without success. We sincerely apologize for the errors that transpired since [redacted]’s account was changed from receiving one statement to having two mailed out. Unfortunately, we will not be able to credit [redacted]’s account for one full month of services due to the fact the payments were being applied to one statement and not split. I show that all agent fees and late fees have been credited to the account.

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 4:30 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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: I had internet through TWC and wanted to switch to have cable as well. Had Dish instead for TV. I called and was told if I switched he could give me a great deal. He said if I got phone, cable and internet (highest available) with 2 dvr boxes and 1 standard box that it would be about $114 with tax included. I asked if he was sure and he said yes. They came to install and after all was done they told my husband there was an 'upcharge'. He said he did not approve it, but the tech said we did (my husband overheard him say this in the other room when he wasn't in the same room). The tech also left our gate open on the coldest day of the season and our dog got out. Vet said if we didn't find him soon that he would die. He was able to find him after about 45 minutes and he was very shaken. When I called on my lunch break to sort this out I was told that the upcharge brought our total to over $130. After having to call back and speak with another representative I found out the tech didn't even bring the right equipment and that we didn't even have the DVR boxes and that they weren't factored into the pricing. I was furious. I was then transferred to an account specialist after she said she would put in a complaint for me on the tech and then one on the account rep that took my call initially to upgrade my service. The account specialist then told me that to have all of the equipment I had been initially promised that it would now be over $150 per month and that was the best he could do. I spent over an hour and a half on the phone with 3 representatives trying to sort this out and get the service and price I was promised. All I got in the end was lies and an extremely high bill and equipment that doesn't suite our needs. I know have switched our cable back to Dish, but have to bring all the equipment back and eat the charges. If we had been told the correct price initially or when the tech showed we would have declined this upgrade and stuck with what we had initially. We feel we were lied to to try to be suckered into this higher rate. We didn't even want the home phone line - we have cell phones, but the rep on the phone told us it was cheaper. I also have to try to return this phone that I bought special for this plan. We are out shows we wanted to see, time out of my day on the phone with no resolution and my husbands time spent trying to locate our dog and for installation for TWC and re-installation for Dish. I am so furious with how this was handled that I do not even know if I want us to continue our internet through TWC. We are extremely unsatisfied and have been customers one way or another with TWC for years and years.Desired Settlement: If they want to keep us as a client then we would want a significant decrease on our internet. Otherwise, we will never be a client of TWC again. I am cancelling the phone and cable as soon as I can get all of the equipment to the store. I also wanted this to be brought to attention - this situation should never have happened.

Business

Response:

January 19, 2015

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

Review: in short, I was moving and wanted service transferred from one residence to another. this order was taken by a customer service person by the name of [redacted]. A couple of days later a representative by the name of Deago called and had some suggestion about my order and I went with his suggestion, then I receive another email confirming my appointment. the day the technicians were supposed to arrive they didn't and the didn't even call. I then spent nearly 4 hours on the phone withe customer service rep Theresa and she screwed everything all up and push another appointment out even further, then I was put in touch with Leo and he was so baffled he told me to call the office of the president [redacted] were is spoke with [redacted] who sent off a very stern email to the people down here in the valley to get my situation taken care of. approximately 2 days later Jennifer from the office of the president called and got somebody over to my house to do the work only when the left they only did 1/2 of the tv's the other half did not receive a signal. I then received a call from otc supervisor nadine 937-396-8399 where she got somebody over here to fix the problem. I asked for compensation on my account and I was offered 23.00 for my delay in service and a opology. After everything I went through and made sure I was well documented and I proved it was a screw up on twc part they wouldnt budge a bit . they passed the problem on to a sub contractor that twc deals with. then after about a week and a half of dealing with nadine I was told its standard practice to offer the 23.00 but they went above and beyond and lowered my bill 5.00 a month which actually came out to the price Deago originally quoted me. unless you make me fell good about being a time warner customer again or soon as I find a different provider im gone. I shouldnt have to go through everything I went through a be insulted by a 23.00 discount .Desired Settlement: at minimum I want a 100.00 credit to my account for everything we went through.

Business

Response:

Time Warner Cable has thoroughly reviewed Mr. [redacted] complaint, and we have denied his request for further credit.Mr. [redacted] was given a $50 credit for the delay in installation, an offer which we feel is more than reasonable. That is the extent of the credit that is being offered, as there were no billing issues. Mr. [redacted] was not happy that we did not offer him any free services, stating that he wanted us to do something to make him feel "warm and fuzzy".Mr. [redacted] also expressed his displeasure that we had deferred his concerns to the group which made the initial error in scheduling his installation. However, as we explained to him, the $50 credit given by that group was actually more than we would have offered to him. At that point he ended the call.While we are sorry that Mr. [redacted] is not happy with our decision, that decision is final and there is no further credit or compensation that will be considered.Thank you.Time Warner Cable

Consumer

Response:

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

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: I changed my Time Warner land line phone account to a cell phone with [redacted] in May. My friends and family with a Time Warner land line phone cannot get through to my cell phone (which is the same number as my land line was). They can, however, call me with their cell phones. When I talked to AT&T about the problem they did an investigation and told me to call Time Warner to release my number from being blocked. I called Time Warner and they want the numbers of my friends that can't get through. I denied this request as my friends numbers are not the problem.Desired Settlement: I would like Time Warner to remove the block on my number.

Business

Response:

Friday, July 12, 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 7/10/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I have contacted [redacted] and I advised that we have corrected the problem with the telephone number. Customer is now able to receive calls from friends and family.

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 4:30 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: 3 weeks ago I had a tech at my house, his name was [redacted], he did nothing but tell me to write down times the issues happened. I have been doing that. than 2 weeks ago 2 techs came out and didnt fix anything. than I asked [redacted] what I am suppose to do since they dont know whats wrong, well [redacted] said to move, whos techs say that to a customer???? than [redacted] said that either him or [redacted] would be coming out the following week with an electrician well its been 2 weeks and neither [redacted] or [redacted] have come back. I cant get a hold of [redacted] or [redacted]. my issue still hasnt been fixed and twc has been doing is lying to me. and techs tell me to move. you dont treat a customer like that.Desired Settlement: its been almost 3 years and my issue still isnt fixed, once again I want a refund of 1 year or free service till my issues is fixed correctly

Business

Response:

Saturday, April 12, 2014

Review: I have had Time Warner Cable as my ISP for greater than 2 yrs for the price of $14.99.I started having interruptions in September and they sent a technitian to my house with minimal resolution. I discussed the possibility of switching my phone to them, but they said they will only do so if they didn't have to port my current number, and I didn't want to lose a number I have had for years, I bought a modem and returned their modem, which I have leased for years at $5.99 a month. My previous bill with them even with their equipment and taxes was $93.00. They suddenly raised my bill $123.51, imposing an overage use of $50 for the internet , although my internet usage remains the same, I consider their action unfair, fraudulent, and calculated to exploit and punish me for deciding to be independent.. It is blatantly unfair.Desired Settlement: Fair treatment.My internet use has not changed overtime

Business

Response:

Thank

you for contacting Time Warner Cable, we apologize for the inconvenience.

Upon receiving this complaint Time Warner Cable began investigating the account

for any changes. Time Warner Cable found on 6/30/2015 that Mrs.

Jah had contacted Time Warner Cable to lower her monthly rate from

$96.53. The agent she spoke with informed Mrs. [redacted] that the account could

be lowered to $88.52 and Mrs. [redacted] agreed. Time Warner Cable discovered the

agent did not inform Mrs. [redacted] that the discount added an internet cap of 5GB

per month, so when the internet is used more than the service package, the

additional charges will be applied onto the next month statements.Further

into the investigation, Mrs. [redacted] was able to maintain the usage of the

internet service since no charges for the overage was charged on the statement

until September 23, 2015 and again on October 5, 2015. On

October 15, 2015 Mrs. [redacted] called back into to Time Warner Cable because her

bill was higher due to being over on her usage. The agent explained the data usage and the internet plan to Mrs. [redacted]

making her aware she has been going over the data usage for her plan. The agent then offered the 30GB cap to help avoid

going over the data usage and Mrs. [redacted] agreed to have the 30GB plan before

ending the call.Today,

Time Warner Cable has adjusted all charges for the data usage limit for both September

and October to total $55.76 after taxes. As of October 15, 2015 the internet data usage was explained and Mrs.

Jah upgraded to the 30GB to be added to the service each month. Thank you for choosing Time Warner Cable as

your source of entertainment. Thank

you,Time

Warner Cable

Do not get TWC, their customer service is the worst. if you get bundle plans and cancel one of the services they will make sure to jack up the prices so you will keep their plan. I spoke with customer service over the phone, they will not try to retain your business and service reps will get smart with you.

In early August 2014, I called Time Warner Cable to inquire about setting up cable and internet in a new apartment. I spoke to a man named [redacted] and after we went through my various options for type of cable / type of internet, we decided on cable with 150+ channels and wireless internet for a grand total of $71/month, which includes all fees, taxes, etc. From there we scheduled an installation time, which took place on 8/20/2014. On date of installation, the TWC employee said I needed to write a check for $81.80 which would be the first month plus installation. So about $10 for an installation fee seemed reasonable. Then next month my statement was for about the same amount: now $81.78. I contacted TWC via online live chat and conversed with several individuals and eventually was transferred to some people on telephone. At one point I spoke to [redacted] who offered to lower my monthly price to $76/month, however I told him the original price I was quoted was $71/month and this is all I wanted. [redacted] then transferred me to a man named [redacted] who offered $74.87, however I told him that I only wanted my quoted price of $71/month. [redacted] then told me that there was nothing left that he would be able to do for me, but that he could have his supervisor give me a call back within the next 48 hours to discuss further. [redacted] asked me what phone number the supervisor should call and assured me that I would get a phone call within 48 hours. I never received any phone call from TWC to further this discussion as promised. However, the next statement I received in September was for $69.81, so I thought the issue was cleared up. However, this month (October) I received a statement for $74.87. Today (10/25/14) I live chatted with two more individuals who told me there was nothing they could do. Neither was able to provide me with a valid reason why I never received a phone call when I was promised one nor why my bill was raised $5 in one month when none of my services changed. I simply would like TWC to honor their original quote of $71/month that I agreed to prior to installation instead of using a bait and switch scheme. And that is exactly what happened. I was offered $71/month and ended up being charged nearly $82/month. I hope to hear from someone from TWC who can resolve this issue and actually value a customer and not lose them over a few dollars.

Review: they are charging me for a service already paid for.Desired Settlement: cancel $57.04 bill

Business

Response:

We reviewed Mr. [redacted] complaint. We called Mr. [redacted] back at 4:09 pm and explained that when he had paid the $212.62 it was for the service period of 3/15/15-4/14/15 and the final bill of $57.04 was for the service period 4/15/15-4/23/15.

Review: I have not received my refund of $112.08 which is due to me. After I cancelled service, they took another payment of $112.08 out of my checking account. I have called several times and they give me different answers every time I call as to when I will see my refund. I am tired of waiting and being lied to. I have spent hours on the phone trying to resolve this!Desired Settlement: I want my refund of $112.08 sent to me immediately.

Business

Response:

March 17, 2015

Review: TIME WARNER CABLE HAS PUT ME ON COLLECTIONS BECAUSE THEY STATE THAT I DID NOT RETURN THE EQUIPMENT THEY PROVIDED ME WITH WHEN I HAD SERVICES. I DID PROVIDE THEM THE EQUIPMENT BACK IN 2009 BUT I WAS NEVER GIVEN A RECEIPT. I'M ASKING THAT THEY REMOVE THIS COLLECTION FOR $402 FOR EQUIPMENT FEES. THEY SHOULD HAVE A BETTER PROCESS TO THIS AS THEY DID NOT PROVIDE ME WITH A RECEIPT FOR THE RETURN OF THE EQUIPMENT.Desired Settlement: ENHANCE RECOVERY WHO HAS THIS COLLECTION BILL TOLD ME THEY WOULD CONTACT TIME WARNER CABLE SO THEY COULD INVESTIGATE THIS. IN THE MEAN TIME IT'S ON HOLD WITH THEM. THIS IS HURTING MY CREDIT AND I'M SURE THAT I DID PROVIDE THE EQUIPMENT BACK. THEIR NUMBER FOR THE COLLECTION AGENCY IS [redacted]

Business

Response:

April 7, 2015

I called TWC on Sept 9th to order a digital converter box so that I could watch those few channels that they took off basic cable. I was assured by Barbara @ approximately 10am that she put an order through and I would recieve my two boxes soon. I waited a week, and not having recieved them, called again. On Sept 17th at approximately 3:25pm, I talked to [redacted] who told me that the order had been placed to a wharehouse that was out-of-stock of the boxes. He told me he would transfer my order to another wharehouse and they would be sent Fed-ex expidited service in two days. When they didn't come, I called again. On Sept 20th I called @ approximately 3:00pm and talked to [redacted] who put me on hold to get answers when I suddenly was talking to [redacted] who thought I was a new caller. She then placed another order and gave me the Fed-ex tracking #. I finally recieve two boxes on about Sept 21st. They were HDMI boxes that I couldn't hook up to my TV. On the 25th, I recieved, unbenownst to me, two digital cable boxes(that I had not ordered). I then called back, now for the 4th time, on Sept. 25th at approximately 11:30am and talked to [redacted]. He put me on hold to "get answers" and I was somehow again transfered to someone who thought I was a new caller, her name was [redacted]. I then found out that my bill was changed to digital cable (I did not ask for this) and the reason I was given was that "it would make my bill a little cheaper". I was unaware that my bill could be changed without my approval. The last two boxes that I recieved were not authorized and TWC had no idea that I even had these. I then talked to [redacted] in Tech suporrt who authorized that boxes. [redacted] and [redacted] were both the nicest people I talked to on TWC's service. The WHOLE PROBLEM is that all I wanted were two digital converter boxes!!!! This has been a month of complete ** from this company! I will keep these digital cable boxes but I have to tell you, I have been a customer for many years and am completely disgusted with your "customer service" as you call it, and your lack of 1 person knowing what anyone else is doing in your service department. I would have loved to call back and speak to a supervisor, but didn't have the strength in me to be transfered again or be placated by someone who really didn't seem like they cared. If I ever have any other issues with TWC, I will drop all of their equipment on my front lawn and smash it!!! Because I will NOT call and deal with them on the phone anymore

Review: Time Warner charged my account for a month's billing plus the equipment charges after I had long since cancelled service and brought in the equipment. I tried unsuccessfully 3 times to talk with Customer Service about this, who claimed they were processing a ticket to issue the refund because I should have not been charged with this at all. It is two months later and I still don't have the refund check for the $377.39 amount that was incorrectly charged to my bank account.Desired Settlement: I would like a refund check for the $377.39 amount that was incorrectly charged to my bank account. I do not want to hear that "it's in process and will take another 4-6 weeks to arrive". I've already been waiting over two months for a refund of an amount that should have never been charged in the first place.

Business

Response:

Sunday, September 8, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 9/04/2013, regarding the concerns of:

I called Ms. [redacted] on 9/5/13 and left a message for her, in regard to her concern with not receiving a

refund check in the amount of $377.39 she was to be receiving, due to canceling her services on 7/1/13.

Ms. [redacted] contacted me back on 9/6/13 and confirmed that she received her refund check in the

amount of $377.39 on 9/5/13.

We apologize for any inconvenience that Ms. [redacted] experienced, due to the delay in receiving her refund

check.

If Ms. [redacted] needs further assistance she should contact Time Warner Cable at ###-###-####.

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

Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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 AM STILL GETTING MAIL FROM TIME WARNER CABLE EVEN AFTER M NOT A CUSTOMER ANYMORE. ITS PROMOTIONAL MAIL. I DONT WANT TORECEIVE ANY MAILING FROM TIME WARNER CABLE. WILL NEVER BE A TIME WARNER CABLE CUSTOMER EVER AGAIN. THANKS JIMDesired Settlement: I WOULD LIKE MY ADDRESS TAKEN OFF TIME WARNER CABLE MAILING LIST.

Business

Response:

Upon receiving this complaint, Mr. [redacted] complaint was reviewed. Time Warner Cable has re-added all privacies to the Mr. [redacted] address. The full process may take up to 90 days for all forms of communications to be removed from the address. Regards, Time Warner Cable

Consumer

Response:

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

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

Regards,