Time Warner Cable

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: 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: 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

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: 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

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 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: 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.

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:

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

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.

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.

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: 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: 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

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 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

While cancelling my mother's account for cable TV I was informed there is a 12 day cancellation fee which will result in 12 more days of service that she will need to pay for. when calling the customer service number I was put on hold for more than 20 minutes. this is just another tactic for stalling. Time Warner's customer service is very poor one of the worst that I have experienced.

After multiple times of Time Warner cable calling and me telling them they had the wrong number for the account, and them telling me they were going to remove my number from their list, they continued to have a machine call me. When I called the number back (non geographical) I could not get connected to a human, instead I was repeatedly asked irreverent questions. Then when I called their local number I got the same result. Time Warner is the only cable provider in my area and because of the lack of competition their customer service had went down the toilet! And they don't seem to care.