Time Warner Cable

My roommate and I purchased a wifi connection plan with time warner. It is one level above the standard, but performs like shoddy, poorly maintained, public airport wifi. When you are connected, it runs decently. However, do not be surprised when you get kicked off the wifi, nor when your wifi connection inexplicably slows to the pace of non-existent.
My roommate and I use his newly purchased modem/ router. When we called Time Warner to explain the issue, they blamed the lack of constant, well-maintained connection on our new modem/ router. Their solution was to spend more money on a modem/ router that they provide. Yet, it is clear that the connection to our room is poorly kept. There are multiple times when the connection drops completely and the modem/ router cannot find anything.
By the way, we have tried a different modem/ router, but not one of the sorely overpriced ones that Time Warner wanted us to purchase. We would use most any other provider if one were in our area. Time Warner is a perfect example of the crap a company can get away with when it hold a monopoly over a market.

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.

Review: Time Warner HD DVR and internet modem was returned to a Time Warner location at Mayfair Mall. The company failed to remove the TV service from my bill and continued to bill be $173.18 every month despite calling every month to get the services removed from my bill. TWC continues to charge me for equipment that I no longer own and for services that I cannot use for 4 months now and they fail to correct the mistake.Desired Settlement: To refund of services rendered that cannot be used and for future services for incompetence of removing said services.

Business

Response:

January 30, 2015

Review: I was advised of a thank you gift for remaining loyal to Time Warner, not something I would have to earn.Desired Settlement: I was told that I would get a $350 reward to stay with Time Warner Cable

I was not advised that I would have to do anything additional when I was verbally offered the reward. I saw the terms that I had to accept for a $300 reward, but that is not what I was offered or what I was told on the phone when I was offered my reward. Because I was verbally offeted this reward outside of a "promotion, I thought it was just something to do to activate it, not to earn. Afterall, I was told this was being given to be, not that I would be given a chance to work for it, and possibly earn it. This was offered to retain my service. I gave them the chance to keep me as a customer, and this was my thank you gift. Not a game I was playing. I feel of there were obligations to meet, I should have been advided. I wad not told I had new criteria to meet in order to get reward. I would have signed up with a different provider otherwise. I am disatisfied that Time Warner does not honor their word. I think they rely on their "small print" to avoid what they use as a tactic to get customers. I feel vitimized by them and taken advantage of. I want the original $350 gift card offered to me verbally as I expected.

Business

Response:

December 31, 2014

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.

Review: On 3/21/14 Time Warner Cable charged a fee of $7.50 to my account ([redacted]) that I dispute.Desired Settlement: Reverse the charge and credit my account $7.50.

Business

Response:

Tuesday, April 08, 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 04/07/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I have reviewed the account and the late fee accessed on the account on 3/21/14 was added to the account because the February 28 – March 27 bill that was due on 3/20/14 was not paid on time. However, as a one-time courtesy I will remove the late fee that was charged. Please be advised that any payments not made on or before the twentieth of every month will be accessed a late fee for all future billings.

For future billing concerns please contact our Customer Care Department as this is something that could have been addressed with our Customer Care Agents.

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

Sincerely,

Escalation/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: We were given a bill with fees for the check not clearing. I inquired why since there were thousands in the acct. I was told via recorded chat that my routing number matched but the bank declined it. My bank has no record of any such transaction. I was told an investigation would take place. I have not heard anything and now for some reason time warner chat no longer is pulling up once I enter the number connected to the acct. Facts: billed for returned check fee, routing number correct, no record of any withdrawl attempt by time warner from bank, no response from time warner as to what took place. I have not been sent any information nor current bill.Desired Settlement: I want to know what the reason was for billing us for returned check fees when the payment was never attempted to be proccessed. I want recorded chat to work with the account and I want a detailed bill sent asap. I also want the reason for the returned check fees in writing via email.

Business

Response:

We apologize for any inconvenience this has caused you. On 8/12/14 when the payment was made online the routing number was incorrect. When the payment was remitted to our bank it was rejected due to the incorrect routing number and not being able to locate a financial institution. Therefore the payment was not requested from your financial institution and our bank was charged a returned item fee. This fee was charged to you on your Time Warner Cable account. This is not a Time Warner Cable error and unfortunately we are unable to refund the charge on your Time Warner Cable account.

Consumer

Response:

Review: I was called by ###-###-#### Time Warner Cables (TWC) Promotion division. Who confirmed I was in charge of my account with them in which I currently get Internet Service at 15mbps at $58 A month. I was asked if I would like to upgrade to 100mbps and get basic cable for $72.23. I said I would and would like an email receipt of the charges, in which I was told they could not do that, but they would leave a voicemail message with the changes (Which they never did) we scheduled an appoint for a technician to come make the changes. Cable was changed correctly but I was told and testing proves my internet speed was changed to 20mbps (1/5th the agreed rate). I called customer service in which I was left on a dead line for 30 mins, I contacted them via there chat function on there website since I could no longer call, in which the Rep did not responded to my messages after saying hello for 20 mins, I disconnected and reconnected and the next rep said hello then didn't respond to my messages for 20 mins, I once again disconnected and tried again the third rep told me my account is being charged for the$72.23 (the agreed rate if I was getting 100mbps) but was only set for basic tv and 20mbs. I was then told that in my area they do not even offer 100mbs- meaning I am paying for a service they could not provide. I was lied to about what services I would recieve and then charged for those services even though I was getting 1/5th of what I was paying for. After which this rep tried to sell me on 2 different packages. -"I could get you the package $74.99 we can get the Starter TV for over 20 channels, and the Extreme Internet for 30 mpbs then $5.99 for the modem lease, this includes a built in WIFI, monthly would be $80.98" there fore bait and switching me on services lower then I wanted at higher than the promised price. Finally when I wished to cancel these changes to my account ( I Wish I could leave their company- however thanks to a local Monopoly I cannot) I was told, that they could not do that for me and that I would have to try the call center again.Desired Settlement: I would love to get what I was offered, or a discount and my services changed back to the previous package.

Business

Response:

Mr. [redacted]

We apoligize for the inconvenience. We do not have the price you were quoted. If you are wanting the starter tv (20 channels) plus the untimate internet we can get you those services 76.74 before taxes. We attempted to contact you and were unsuccessful. A message was left with our contact information to get this price for you. You will need to call the number provided to get this price for customer service does not have access to this rate.

Thanks

time warner says they changed to be better but after 4 months I ran a internet speed
check and found my speed was 26mag and i'm paying for 50. Had time waner run same test
they got the same results.
Tried to fix it GOT the run around.
SAME OLD TIME WARNER CABLE.

I hate Time Warner Cable so much. My internet drops for no reason whatsoever at least once a week. It has cost me many jobs (I run an online consulting business). I just spent three hours attempting to upload files due to the faulty internet. My god do I hate TWC.

Review: On August 10th I called salesperson [redacted] at cell phone [redacted] to transfer phone and internet service to a new address on 9-18. I also sought verification of the $89.95 bundle offer that would include cable television, phone and internet. [redacted] confirmed that offer and that services were available at our new address. He said he would get back to me with the new phone number and a time for installation services on the 18th. He did not. I called again a week later and he assured me installation would occur on the 18th but had no phone number and that he would get back to me. He did not. I called again on August 28th and was told the installation would be done between 3 and 4 p.m. on the 18th and he gave me a phone number, I called him back shortly after and requested an e-mail confirmation of the information he gave me on the phone. He agreed to do so. I received no e-mail and called Time Warner customer service and finally spoke to a supervisor [redacted] because I learned there was no installation ordered for the 18th and no availability time to have it done that day. First available day is Sunday the 19th. Was told I should NOT have been given the phone number in advance and advised not to use it until the day of installation This is ridiculous!!. [redacted] did honor the promised bundle rate and quoted me $113.00 per month. I asked for an e-mail confirmation or written confirmation of our conversation and was told that was not done. I was given [redacted] as an order number. [redacted] did not address why phone numbers cannot be verified in advance. In spite of my contacting [redacted] well in advance we will not have service until 2 days after we move in. This experience and past dealings with sales and customer service personnel at Time Warner leave me feeling frazzled and victimized. I would NOT do business with them were there any alternative.Desired Settlement: Written verification (e-mail or snail mail) of my order and the installation date and time.

Verification of the $89.95 rate I was given

An explanation of the unwillingness to give and verify my new phone number

A credit to compensate me for the hassle and inconvenience this lack of service has caused.

Business

Response:

Time Warner Cable reviewed Ms. [redacted] complaint in regards to transferring services. Installation is currently scheduled for 9/18/15 with 3-4pm arrival time. We have waived transfer/installation fees. When assigning a new telephone number to an account there is always the risk that the number may have to change prior to the date of installation. For this reason it is Time Warner Cable policy to NOT give a customer their new telephone number before they are installed. Ms. [redacted] has subscribed to our $89.99 Triple Play offer. The package for $89.99 does not include modem lease, additional outlet fees or broadcast and sports programing fees. The installation order is $103.49 (excluding 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 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: are phone and internet service keeps going out. we had repair men here 6 times and never fixed the issue. we are paying for service that we might be able to use half the time. We called alot of times and they tried to fix it over the phone and never worked, they told my wife one time that the main guy was going to call her within 24 hrs but never got a call from him. they want there money but don't want to give the service you pay for, and now the neighbors are having the same issues as us. when they set up a service call they make it an hour max, so the repairmen have to push so they can get in and out as fast as they canDesired Settlement: Time Warner should get out here and fix it once and for all, if it takes longer than 1 hr then so be it, and if they don't want to fix it then we will drop there service

Business

Response:

Ms. [redacted] stated that the services are working. An area technician providered her with his phone number to contact in the event of futuer issues. We gave her a credit for 1 month of phone service in the amount of $24.69. We apologize for any inconvenience.

Review: In the past several months we have had repeated issues with failing equipment/intermittent service. Repeated calls are either not logged (per a Rep I spoke with tonight) or are met with indifference ( I was hung up on tonight).

In just the past week we have replaced a DVR box (which was previously replaced because it repeatedly re-booted), with a "new" box acquired at the [redacted] As it turned out the "new" box was actually a refurbished box. (When I called in to complain the rep assured me that many replacement DVR's are refurbished but go through quality checks by TWC techs before being re-used) The "new/refurbished" box IMMEDIATELY failed. It re-booted, was pixelating on many channels, many HD channels were simply unavailable and the remote control response time was extremely slow.

I called in to complain and was told that a service tech needed to come out to "verify my experience". That service tech came out today and replaced the "new/refurbished" box with a "brand new, state of the art" DVR box, which, within 3 hours of being setup, re-booted again. That makes 3 DVR boxes that have failed in just the last week.

Immediately upon noticing today's failure I called in and spoke with a rep who explained that "all new boxes re-boot a few times on the first day" and that I should "give it some time" before calling to complain again. When I protested this the phone call was dropped.

I called back in AGAIN and was told that the connection dropped but someone from TWC immediately attempted to call me back. I have no missed calls on my cell phone to verify this claim.

I spent 1 hour on the phone discussing my ongoing problems with getting a satisfactory resolution from TWC. I managed to get through to a "lead" who offered me a discount of $14/month for 1 year (to augment a 1 month credit I received on my previous complaint call) and a chance to have a set top box we don't use to be taken off of our bill.

It was explained to me that she could not offer more because we are "currently" under contract at $155/mo. Though, TWC no longer offers contract plans. Neither my wife nor I recalls having signed a contract within the last several years. We did call in to complain some time ago and have a rep offer to lower our monthly bill but I do not recall signing a new contract that locked us in at the current rate.

I requested to speak to a manager or supervisor above her but was told that she could not pass me up the chain until I have 3 service calls in a 30 day period. I consider replacing 2 set-top boxes, and potentially a 3rd pending the outcome of Thursday's appointment, having 2 service technicians visiting my house in 4 days and numerous calls to the customer service line in the last several months to be sufficient reason to speak with a manager.Desired Settlement: We would like a refund on our services for a period of 3 months or, failing that, to be moved off of our supposed contract to one of the new billing packages that offers that same channels at a lower rate.

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 02/12/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have contacted Mr. [redacted] to discuss his box issues and have advised that anytime a box is swapped out and they are told it’s a brand new box, it means a “new to you box”. Time Warner Cable has too many subscribers to have BRAND new boxes for everyone. I advised that anytime that he is having a service issue he will need to contact Time Warner Cable in order for the company to know that there is a problem. Mr. [redacted] is fully aware that we will not be issuing him a credit in the amount of $450.00 as he is requesting. We have credited Mr. [redacted]’s account so far $159.47 for services in which was reported on for the first time on 02/05/14, when Mr. [redacted] swapped out the DVR box at one of the Time Warner Cable payment centers. Nothing was noted and no prior calls regarding a service issue.

We have placed a promotional discount on Mr. [redacted]’s account in which he will receive the DVR service fee (which is 12.99 per month) free for the next twelve months. This is a savings of $155.88.

Mr. [redacted] is fully aware that he is no longer in a Price Lock Guarantee Promotion as of 2/12/14, which is the day that he upgraded his Internet services. Mr. [redacted] was advised that he has the new customer pricing promotion; however that does not include any of the equipment fees. Mr. [redacted] is fully aware that his new monthly bill will be $142.18 with all taxes and fees per month for the next twelve months unless he removes any of the services that are included in the promotional rating.

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 4:00 PM at ###-###-####.

Sincerely,

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

Review: 4 days after having TWC installed I received a call from TWC that my account was overdue. 5 days after having my service installed I received a letter saying my checking account was debited for the amount that my check was for. I had cancelled the check (it costed me $11 to cancel) and sent the amount thru my bill pay. I have had to boot my cable box 2 times in the 5 days I have had this service to get all the channels I pay for. This total [redacted]Desired Settlement: TWC gives the consumer what we pay for or they cut their prices to reflect their [redacted] service.

Business

Response:

On 8/1/15 Mr. [redacted] was installed with Time Warner Cable service. Mr. [redacted] made a payment in the amount of $127.32 through our automated system on the day of installation. On 8/4/15 Time Warner Cable received information from the bank stating that the payment was on a closed account. The amount of $127.32 was applied back to Mr. [redacted]’s account and due to the returned payment, a $30 returned item fee was applied to the account. Mr. [redacted] currently has a balance of $157.26. Time Warner Cable considers this matter to be resolved.

Review: My wife ordered time Warner services on December 24, 2013. Services were never installed. She called and was told the service man came out and turned the services on from the outside. If serviceman turned service on he never came into check. After a week or so time Warner was called and we made another apt. We later decided not to get the services and ask for a refund. After calling time Warner they said they had no record of deposit . I then contacted my card company and got a copy of receipt paying the deposit in the amount $47.01 of witch they claim not to have a copy of. The deposit was made on 12/24/13.Desired Settlement: Make refund in the amount that was taken from my account $47.01

Business

Response:

February 10, 2014

Review: To start out with, I have not had Time Warner Services since January 2011. I paid my last bill and returned the equipment in 2011 and did not have any interaction with Time Warner until January 06, 2014. I received a call from a collections company called CTA advising I owed $200.00 to Time Warner. Since I had not been a client with Time Warner since 2011, I was a little concerned about the call from the collections agency. I was advised that if I did not pay the bill then and there, I would be reported to the credit bureaus. I then contacted Time Warner to find out they thought I owed the final bill as well. An employee named [redacted] opened a ticket ([redacted]) to verify if the bill was actually mine. I in turn called the collections agency back and advised of the ticket, but it was not good enough for them (as a result, the bill was placed in dispute). I called Time Warner 01/08/14 and was advised the risk management department was looking into the issue and would be resolved in 72 hours. Ticket number [redacted] was then opened by the Time Warner employee. I then called 01/09/14 and spoke with [redacted] (employee number [redacted]). She discovered that the bills was for three months of service at an address on [redacted]. I had never lived at that address before. [redacted] verified with my social security number that all of my accounts with Time Warner had been paid in full and that there were no charge offs. I was once again advised that it would be corrected in 72 hours, but, Time Warner chose to open more tickets and prolong the issue. I continued to call back every other day, with each call taking an average of 45 minutes and being told by the employees that the bill was still in my name. On 01/17/14 I was advised the issue had been researched. The accounts payable area had entered the account number incorrectly by 1 number, resulting in my inactive account being placed into collections (in error). The $200.00 was credited on 01/21/14, but it took multiple calls on that day to verify the issue was corrected. I asked for a letter confirming that that issue had been resolved, my inactive account having a zero balance, and that I was not reported to the credit bureau. I was told by a collections agent that they would not issue a letter and could not confirm that I was or was not reported to the credit bureaus. I was advised to go to a payment center and they would in turn issue a statement showing a zero balance. I visited the payment center in [redacted] and was advised by [redacted] that they could not print a statement since the $200.00 was credited. She was a little upset on how the call center advised me to visit a payment center. The call center just wanted to get me off the phone. [redacted] has been very helpful and is in the process trying to get a letter issued to me confirming of the zero balance and the problem being resolved. A ticket has been opened, but a letter has not been created, as of today. With the luck I have had with Time Warner's collection department, I highly doubt [redacted] will be able to get the letter created and sent to me.Desired Settlement: I am looking for a letter from Time Warner advising of the problem being resolved and my inactive account having a zero balance. The letter is needed as I do not trust Time Warner and they very well could do the same thing again in another 3 years.

Business

Response:

Monday, February 03, 2014

Revdex.com of Wisconsin

10019 W. Greenfield Ave

Milwaukee, WI 53214

Attention: [redacted]

RE: File #[redacted]

Dear Mr. [redacted],

This letter is in response to Revdex.com complaint # [redacted], received 1/30/2014, regarding the concerns of:

I spoke with Mr. [redacted] on 1/31/2014. We reviewed to details of his complaint. It concerned a former account he had with Time Warner Cable, at [redacted]. He has not had service at this account in over two years.

Our billing department had mistakenly transferred a balance of $200.00 to this account on 11/14/2013, due to an error in transcribing the account number the balance should have been transferred to. This caused Mr. [redacted]’ former account to be placed in collections, causing him a great deal of frustration and inconvenience, due to receiving telephone calls from a collections agency, and the problems he experienced in getting Time Warner Cable to discover and correct our billing error. We sincerely apologize for our error, and the problems that it caused for Mr. [redacted].

Mr. [redacted] requested a letter of apology and clarification from our collections department. On 1/28/2014, Time Warner Cable instructed our collections agency to write a letter to Mr. [redacted], stating the his former account at [redacted] is paid in full, and apologizing for our error in placing the account in collections. If he does not receive this letter in a timely manner, Mr. [redacted] is going to contact me for further action.

Should you have any additional questions or concerns, please feel free to contact me. I can be reached Monday through Friday, anytime between 9 AM and 6 PM at ###-###-####, and a voice mail message can be left at that number at any time.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: We received very bad reception and service for an important part of our business. We made many complaints. They tried to correct service problems, but could not reliably cure the ongoing problems.

We finally switched to AT&T Uverse and have not had problems.

However, Time Warner will not back off of a $2,936.75 cancellation fee.

Even their own technical service people agreed stating, "Yes, we never could get good service to this area and in this old (1858) Building."

We should not have to pay anything given these circumstances.Desired Settlement: Cancel their cancellation fee of $2,936.75 or whatever the current outstanding balance is at this time.

Business

Response:

Good Afternoon,

Time Warner Cable ran a temporary service cable across our condominium yard that was a bright orange extension cord without a scheduled date to complete their needed repair. This was a hazardous situation for the owners of the condominium. I requested a solution to the hazardous situation from [redacted] and his supervisor [redacted] and was told this is common practice. I felt it necessary to report this incident.

Review: Time Warner Cable is charging for excessive data usage for our internet usage. The prior two years of internet service with Time Warner Cable did not have excessive data usage charges. We contacted a Time Warner Cable sales representative and asked which of their internet services packages have unlimited data usage without excessive use charges. We were told all Time Warner Cable internet services have unlimited data usage with no excessive use charges. We called three seperate Time Warner Cable sales representatives to validate the unlimited usage for all internet services provided. We contacted a customer service representative and informed them of the charges and that we were told by sales representatives all Time Warner Cable internet services were unlimited data usage with no excessive usage charges. The representative agreed it was true and apologized. They agreed to remove the charges and not charge going forward. One week later we found our Time Warner Cable bill charging us excessive data usage again. They even double charged us the excessive usage charge for our February 2015 bill. Again, we were not told or this change verbally or in writing.Desired Settlement: Public notification that customers may have been charged excessive usage charges without their knowledge or prior notification. Remove the false advertising if they are going to continue charging for excessive internet usage.

Business

Response:

March 2, 2015

In September, 2013 I cancelled Time Warner Cable and returned their equipment to the local office on September 17, 2013. For all the years I had Time Warner Cable service I was set up on an automatic withdrawal out of my checking account to pay my bill. After I cancelled and returned the equipment they deducted the payment out of my checking account, so I called their office on September 26th. They apologized and said they would send me a check to reimburse me. Two weeks later I still didn't receive the check, so I called them again. They said it takes four weeks. So four weeks after my initial phone call I still didn't receive the check, and called again. They told me it was processed and I should be receiving it soon. On November 20, 2013 I still didn't receive the check so I called again. I talked to the customer service rep who told me it was mailed on October 30th. So I told her it is now November 20th and I still haven't received it so I wanted a replacement check sent. She connected me to their finance department. The person in the finance department apologized and said a check wasn't mailed. He said he would expedite this and a check would be mailed the next day, and I should have the check within a week. Nine days later I still don't have a check so I called Time Warner Cable again. This time they told me it was processed on November 19th and would take four to six weeks for me to receive it. That is what they told me in September. What they claim would take four to six weeks has now been ten weeks, and it is still not resolved.