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Time Warner Cable Reviews (1354)

Review: I canceled my service in may 2013. I was billed for my modem through auto pay. I returned it to the store. I was then credited through my checking account. Time warner now says I was sent a refund check. Never received any check. They now sent me to a collection agency.Desired Settlement: Name and account cleared with Time warner.

Want my credit score cleared!!!!!!

Business

Response:

Review: On cyber Monday time warner cable internet went down across the ENTIRE Midwest. I was down. I couldn't get the deals offered that day. TWC's rep was on the news promising there would be credits for the cost to their customers. No credit occurred. I have contacted TWC twice and been ignored. This is a well documented and costly outage, they promised to credit all of their customers for. They need to follow through for me and all of us.Desired Settlement: credit all in the Midwest for the loss of service that day and at a higher rate than their usual penny pinch math as this was a very costly time for all of us to loose our internet.

Business

Response:

April 11, 2016

RE: [redacted]

Complaint # [redacted]

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

We have made multiple attempts to contact Ms. [redacted] but we have been unsuccessful in speaking with her.

Per Ms. [redacted] complaint she never received credit for an outage that she stated took place on Cyber Monday. Review of the account shows that Ms. [redacted] placed a call to TWC on 1/14/16 regarding the credit in question. The rep placed a 1 day credit on the account in the amount of $3.50 pretax and $3.88 post tax in which Ms. [redacted]’s account averages to be $3.79 post tax a day. This is reflected on her monthly statement that generated on 1/16/16. It appears, per Ms. [redacted] suggested resolution, that she is requesting a half month of credit for 1 day of interruption. While we certainly value Ms. [redacted] as a customer and understand that the interruption in her service was very inconvenient, the request for additional credit has been denied.

My contact information and availability has been provided to Ms. [redacted] should she have any further questions or concerns.

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

Sincerely,

Customer Escalation Specialist

Time Warner Cable Kansas City

Review: Every year for the past few years Time Warner is moving channels from annalog to digitial. I am losing channels that I watch and signed up for. The price I pay is not adjusted to reflect the channels I am losing. Instead, I am told I can have a "free" converted for a year. After a year, I will need to pay for each converter (we would need 4). The price is too high and I am not getting what I originally signed up for, so I am cancelling my service. When I called to cancel, I was bullied into explaining why I am cancelling, I told them it was getting too costly and I don't want to pay for stuff I am losing. That answer was not good enough, he kept asking me, "why, why, we can help you lower the bill..." I already get the lowest price package. I just want to be done with Time Warner. Now they want to charge me a fine for leaving my "contract." I don't see why I need to pay a fine when the services I agreed to contract for are no longer the services I have. If they didn't meet the contract either, I should not be penalized.Desired Settlement: I will pay any outstanding balance. I do not want to pay the penatly fee of $175.00 for a contract broken by both parties. I don't want to be bullied into reavealing why I am cancelling any more either. I don't believe I need to explain my life and financial situation to them.

Business

Response:

Monday, September 9, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 9/06/2013, regarding the concerns of:

[redacted] l [redacted]

Thank you for forwarding [redacted]'s concerns to our attention. Fortunately, we will not charge

Ms/Mrs. [redacted] an early termination fee if the services are cancelled as her Price Lock Guarantee

Agreement has been cancelled. I spoke with Ms/Mrs. [redacted] and advised that all she needed to do was

take in her Internet modem and Wireless router along with both power cords to the nearest Time

Warner Cable location and a disconnect order will be placed. I have confirmed with Ms/Mrs. [redacted]

that she will not be porting out her telephone number to a new provider. Therefore she can disconnect

the services as soon as the equipment is returned. I also advised Ms/Mrs. [redacted] that the current bill

just cycled and is scheduled to begin on 9/12/13, however when the equipment is returned then the bill

will be prorated. I also advised that Time Warner Cable has changed the lineup to meet standard

requirements. I advised and explained that this information can be found under the Time Warner Cable

Subscriber Agreement under section 3a which reads: The Services we provide and the way we deliver

them will change from time to time, in part due to our efforts to improve them. These changes may

impact the Services you receive today, or may require that you change your own equipment or its

configuration, or lease new or additional Customer Use Equipment from us, to continue to obtain the

full benefits of those Services. If you are under a promotional or other offering with a set price for a

period of time, you are assured only that you will be charged the set price during the time specified. You

are not assured that the Services you receive (or that our equipment and system requirements) will

remain the same.

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,

Time Warner Cable - Wisconsin

Review: We are in a monthly "package deal" with TWC, which we pay a month ahead of that service. One week into the current month's service package, several TV stations which we paid for in the "starter tv" package have been moved to a higher priced, "standard tv" package. We pay $85.75 for monthly phone, internet, & tv service. To get 3 of the stations which are now "upgraded", we need to pay $17/month more, even though nothing was mentioned of "dropping" said channels in no obligation to the prepayment made by the customer. In all fairness, the customer should be made aware of these changes, & noting a "last month of service before changes", rather than avoiding all customer contracts & deleting stations at-will. I attempted to speak to customer service on this matter, only to be told that the station involved was no longer offered on that "package". If that is the case, who "forms" these packages, if not TWC? And who is to say what services are to be deleted next, & when?!?Desired Settlement: Reduced monthly billing by $3/month, as 3 omitted channels are 9.25% of TV billing of $29/month, or continue package at same cost, including channels 4, 80, & 385.

Business

Response:

Good Afternoon, We spoke with Mr. [redacted] on 3/19/16 and directed him to the Time Warner Cable Residential Services Subscriber Agreement, which can be found on our website under “Terms, Conditions and Policies”. This document states in Section 13, Paragraph a: “You authorize us to provide required notices to you regarding channel line-up changes and other changes to our services by providing the relevant information on our website, on your monthly bill, as a bill insert, via email, in a newspaper or by any other communication permitted under applicable law.” Mr. [redacted] stated that he did not receive communications about this change, and we informed him that he should check legal notices published in the Milwaukee Journal Sentinel and the Green Bay Press Gazette on the 1st and 3rd Wednesday of each month or TWC.com per his bill for any changes to his channel lineup. We also explained to Mr. [redacted] that and services billed are on a prorated basis and if he were to cancel any service his billing would reflect this change from the date of cancelation and/or the date he returned our equipment to us, whichever comes first. Please let me know if any additional information is needed.

Review: I recently got new service and was told I needed to put an credit card on file. The card didn't have to a balance the card wouldn't be processed. I checked my checking account and 168.54 was withdrawn. I called and was told it was an error and the funds would be deposited back in my acct. In 24/48 hours. I have yet received my funds I called everyday since the 48 hours, I've been hung up on transferred to numerous reps. Who continued to say they're connecting me to a supervisor. I have received overdraft fees, that my bank will not waive due to it not being a bank error. I still don't not have my refund!Desired Settlement: I think more should be done this is weekend off to spend with my kids but stuck inside due to my funds being tied up. Not good customer service!

Business

Response:

Upon reviewing this complaint, our records indicate that issue has been resolved. A refund of $110.58 was processed back to the Visa debit card that we have on file on September 19th, 2014. Please note refunds do take 3-5 business days for the funds to be available, depending on the policies of the individual bank. Our office has also tried to contact the customer, but have not been able to reach her. At the present time the account has been corrected. Time Warner Cable considers this matter closed.

Review: After a billing error resulted in my service being disconnected, and me subsequently opting to use my own modem, after which my service was reconnected "At the pole", my connection regularly drops whenever my service is under a load (I.E. Online Gaming or Streaming). The outage lasts for a few minutes, and happens every 10-15 minutes. This makes it impossible to play any online games, and regularly streams will stop for a few minutes. Doing both of these things is impossible, as the connection will drop and come back for maybe 1 minute.

I had my modem replaced, as I thought that could be the issue. The issue was the same with the new modem as well as the modem TWC tried when they came out, one of 3 times, to work on the issue. Each time they worked on it, the techs told me the same thing, that they couldn't do anything here, and they'd have to work on it outside, as the problem was not in my home.

For over 2 months now I have been dealing with this, with zero attempt by TWC to contact me without me first prompting them to. After the second visit, the tech said he would elevate the issue to a senior technician. I heard nothing for 2 weeks, until I called them and made an appointment and the "Senior" technician came out, and verified that the issue was not with my equipment or in my home, and that he would also employ a "Level 3 Tech" to work on it. That was 10 days ago, and I have had no contact since.

Any time I contact TWC, they reiterate things I've already heard. I am convinced they have no intention of actually fixing an issue, and refuse to credit me any money for service I can only do one out of the four things I need it for. Also, I school online, and if I am disconnected during a test or quiz, the professor can reset the quiz, but only once a semester, so this could impact my education as well.Desired Settlement: I want my service fixed so I can actually use it properly, and I want a bill credit for the last 2 months, even though the issue has gone on longer than that. They need to look into the service record for my account and find when the technician disconnected the service when the issue began, and fix whatever he/she did. I want them to regularly update me on the progress. Either way, they need to prioritize this issue, because their callous disregard for me so far is bordering on abusive.

Business

Response:

We have reviewed [redacted] active account. A Time Warner Cable Technician was requested and sent on January 20, 2016 to troubleshoot reported Data service issues. The Technician findings were that the customer owned equipment was causing the issue. Our subscriber reports continued service issues after the technician home visit so we have forwarded the information to our Tier 3 Technical Team for review. If to date the issue persist we respectfully request the subscriber to call our toll free number (1-800-892-4357) to schedule a work order. Time Warner Cable apologizes to [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: January 2015, I started my service with Time Warner Cable. I was setup with Cable, Phone, and Internet. I was never told it was a promotional package, and never indicated to me, that it was only valid for one year. I was also signed up for the $200.00 Best Buy Gift Card. I was never given my gift card, because they claimed I made my 3rd month payment late on my bill. I have documentation from my bank stating and showing money was pulled from my account one week before the bill was due. On there end, it states I paid 4 DAYS AFTER THE DUE DATE. I had them 3 times come out to my house to fix issues with either my cable box or my service. So January 2016 rolls around, and poof, my bill is jacked up $30.00 dollars at $133.00. Keep in mind the first year I was paying after taxes $103.86 monthly. So after this, I had to call about 5 times to actually get to someone who knew what there were doing. I had talked to a guy who went step by step with me with what I was looking for in my cable package. We went through everything, offered a different promotion but exactly the same as mine, and even included starz package free of charge, and then stating that I will receive a email to receive a $50.00 gift card from Starz. ? I was like "ok sweet". He indicated to me that my bill would only go up about $5.00 a month, like $108.00. Few days later, I login online to view my bill and see that I am being charged $145.00 dollars now.

It takes me another 5 people to get me to a person who helps me. This time I state that I want what I was promised on the phone from the employee from Time Warner. The person explains that they cannot see who I placed the call with. I tell them that they need to investigate this and put in a case to file to have them look into it. They tell me that they will contact me with the resolution. The gentleman did lower my bill to $84.00 for January to state for me not overpaying my bill, since I told him I would not pay the full amount. He said hopefully beginning of next month, issue woulDesired Settlement: I still have not received my phone call back. there are trying to charge me now $160.00 dollars. I am not paying for it. This charter-time warner monopoly is a joke and they feel they can charger whatever they want. I have one cable box, my dad pays less then me for same services with 3 cable boxes. I want this resolve, I want to be compensated for the time and energy wasted talking to this circus act. The ring leader and its clowns. Reimburse me my money.

Business

Response:

Mr. [redacted] contacted Time Warner Cable several times after his promotional rate had expired to request a lower monthly rate for his residential services. Upon review of several calls with Mr. [redacted], we determined that no offer of $108.00 was made, however; an offer of $115 per month was extended to the customer - which Mr. [redacted] declined stating he was awaiting a previously promised supervisor call back. We have educated our Care Group regarding the lack of follow up on the promised phone call. Additionally, we reviewed the active account and lowered the monthly rate from $145.71 to $112.52, applying an adjustment of $8.42 to ensure that the current account balance would be the promised monthly rate of $112.52. Time Warner Cable apologizes to Mr. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Consumer

Response:

Review: My mother passed away on May 10. On May 12, I canceled services from Time Warner and turned in the equipment used for cable. Time Warner representative said they would refund the monthly charges not used in May. On June 9, 2014, Time Warner debited $90.08 from my mother's checking account for services. I called them on June 12 and told [redacted] my mother's service was canceled and this debit should not have taken place. [redacted] assured me that a refund of $104.80 would be sent to me. On July 16 I called again and was assured the check was posted on July 8 and should be received by July 28. On August 11, I called again and spoke to [redacted]. He apologized for not getting the check out and said he would hand process the check and said he would guarantee it would arrive by August 19/20. Reference number [redacted]. I gave [redacted] my cell phone number so he could contact me if there was any problem. I called again today, August 27, and was told by [redacted] that the check would actually take 3-4 weeks and I would have to wait. Once again assuring me that it would get to me. I asked to talk to [redacted]. [redacted], [redacted], told me the check may have been sent out July 8 or August 12 and she would have to check on it. She could not tell me when the check would actually arrive. Reference number [redacted].Desired Settlement: A written apology from upper management would be appropriate. Additional training for customer representatives to not assure the customer something will be done when they do not have the power to actually make it happen. In other words, no false promises. False promises are quickly turned into customer resentment for the brand name.

Business

Response:

[redacted] Revdex.com has been addressed.

Have a great day!

Review: I called to have my service discontinued and they would not let me do it - they kept me on the phone forever and kept making me offers. I made it very clear that I wanted my service discontinued and they just would not listen. I told them I was hanging up and contacting the Revdex.com and did.[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

They need to honor a persons request. I don't know how senior citizens would handle this kind of conflict. I want a letter of apology and all of my service EXCEPT internet discontinued as of today 8/13/14.[redacted]

Business

Response:

Upon receiving this complaint, Mr. [redacted]’s account has been reviewed. The services on the account have been downgraded to reflect HSD only and the billing has been backdated to 8/13/14, as requested. We are showing that the customer is using a customer-owned modem and the new monthly rate after taxes is $31.45. We do certainly apologize for any inconvenience that Mr. [redacted] has experienced. Time Warner Cable considers this matter to be resolved.

Review: I signed with for a time warner package at a set price. This was handled online through the companies web site. the product was installed and was as stated. Then the bill came and was not the agreed upon or advertised price I purchased. I made several call to customer service however they stated that the promotion I was guaranteed and agree to purchase they could not provide. They illegally advertised a product. I purchased this package through the company and they will not honor their advertised product as the advertised rate which is false advertising and illegal. They refuse to fix this issue. They can not advertise a deal then not provide that deal at the advertised rate. I have a copy of the conversation from the time warner cable representative, documentation for proof.Desired Settlement: refund of installation charges and 1 month bill. I have spent 3+ hours on the phone, internet with their representatives. I will return all equipment however should not have to pay for a product they falsely represented at another price. OR they should provide the agreed upon products at the agreed upon price as promised in my purchase.

Business

Response:

August 7, 2014

Review: WE Energies replaced our power pole in front of our house in early May. They have not been able to remove the old pole because TW has a hard line that needs to be moved. I have called for this to be done numerous times, but 6 weeks later, it is still not done and I continue to get the run around. I am not able to repair my lawn until the old pole is removed and I am looking at selling my house soon. I called Time Warner on 5/13/13 and explained the situation. They said someone would be out in 48 hours. When they did not come, I called again on 5/16/13 and was told that there was never an order put in. [redacted] from customer service told me that she would put one in, but it would be 3 weeks (6/9/13). They sent the wrong person. He stated that I need a bucket truck to do the work and he would put the order in. I called 6/10/13 and was told they would be here 6/13/13. On 6/13, Jon came, but he was not able to do either as he did not have a bucket truck and I need an NP crew. I called 6/18/13 and talked to Rick. He stated the work was set for 6/18/13 and he would call me to make sure it was done. It was not and he did not call. 6/22/13, Maria transferred me to Lee. He did not see an order, so I asked for supervisor. I talked to [redacted]. He said he would escalate this and call me back by 6/24/13. He did not. On 6/25/13, I talked to [redacted]. He talked to supervisor and they will escalate. He gave me confirmation number of [redacted] to make it easier for people to research when I call. He said I should have a call back, or the work done by 6/28/13 or 6 /29/13. Neither was done. I called on 6/30/13 and talked to [redacted]. She did not know what the confirmation number was for. She said that the ticket was closed because they could not find my address, then, said that my escalation was closed, but the order for the work was set for 7/7/13. I do not believe anyone will be here then either. I am not a customer of TW, so do not have an account #. I give my address for to look up. Told I can only use cust service #Desired Settlement: I want the work done right away with no delay so I can have WE Energies take the old pole out and I can repair my grass and put my house up for sale. I do not want others to have to go through this!

Consumer

Response:

On Tue, Jul 2, 2013 at 1:22 PM, [redacted] wrote:

Review: Time Warner Cable has an outdated system that they have not replaced. There is nothing wrong with the modem or the cables in our apartment complex. We have had a technician out multiple times that have told us that the system needs to be updated. With that being said we are paying for the top speed and not getting what we pay for. The help system just sends us on loops just to come up with the same thing.Desired Settlement: I would like our internet to work and would like to be reimbursed for the time that we have not been able to use the internet for what we need it for which is live-streaming.

Business

Response:

After reviewing this complaint, we have reached out to our Field Service Technical Operations team in regards to the information provided. There have been three tickets opened for utilization issues, ([redacted]). The tickets have all been closed out because since the area was groomed, there have not been any utilization issues existing on the customer’s modem. A Technical Operations supervisor will be following up with Mrs. [redacted] in regards to this matter, as there is a high usage for upload that may have a factor in the speeds. Also, the number of devices in the home may also play a factor.

Review: On 6/9/15, at 2:00PM, I called Time Warner Cable to cancel my Internet, Phone, and TV service. The customer service representative asked me a lengthy list of questions about why I was cancelling my services and who I was changing my services to. This is an obnoixious invasion of my privacy and the customer service representative refused to proceed with cancelling my services until I answered her questions. The customer service representative wasted 20 minutes of my cell phone time by asking me all of these questions. I told her repeatedly I just wanted to cancel my services as quickly as possible, and not have my time wasted, but she refused to expedite the cancellation process, instead, she steadfastly kept asking me intrusive questions and dodging the issue. I am extremely offended that Time Warner Cable invaded my provacy, wasted my time, and robbed me of my cell phone minutes.Desired Settlement: I want Time Warner Cable to send me a check for $20.00 to compensate me for my cell phone minutes they wasted.

Business

Response:

Time Warner Cable value all our customers and try to retain each customer who are looking to lower their bill or to disconnect their services. We try to get an accurate reason why our customers are disconnecting their services. After all efforts have been made to retain the customer, Time Warner Cable will create a disconnect order to remove all of the customer's services. We are denying the settlement request due to procedure followed by the agent.

Thank you,

Time Warner Cable

Consumer

Response:

Review: During most of the month of March, 2015 I experienced numerous periods of time when internet service was not working. I received my April bill with a charge double of normal bill with late fee. I spent 2 days calling numerous customer service numbers attempting to get an explanation of this billing problem. Every time I reached someone, they insisted I must pay the bill prior to being able to speak with anyone, despite the fact I insisted on talking to someone for an explanation of the billing error. I was given at least 10 different numbers to call for customer services, many led me no where and disconnected, I continually spoke with extremely rude customer service reps, one even hung up on me. I requested to speak with a manager and everyone told me that wasn't possible. After 2 days of calling, I finally came across the local number of a call center in OH, and I was connected with a supervisor, again not a manager. He looked into my account and found the service problems stemmed from over a year ago when my speed was upgraded, I was never given the updated motem to support the faster speed,he was surprised this was not done at the time the upgrade was made. He arranged service to come out to replace the equipment, the day before and the morning of the service, I received several calls from TWC confirming my service was now running and there was no need for the service call so they were going to cancel it. During each call I continually insisted the service was to replace equipment and it must not be cancelled. Even after the equipment was replaced I experienced a day of no service.Desired Settlement: First I would like to make it public knowledge of the unacceptable customer service, I would like to be given the name and contact information for a manager to contact should I have further problems. I would like to have charges adjusted to account for the month of poor and service outages due to not having been given necessary equipment to handle the upgraded internet speed I purchased.

Business

Response:

April 28, 2015

Review: We had TWC several years ago. The all-in-one package that included phone service, road runner, and cable. Our modem for our road was in the basement at the time and we had good service. We have the same number of wi-fi electronic devices as we did then. We left due to the cost not being competitive anymore. We have now returned for the all-in-one package and our modem again is in the basement. Our internet continues to drop throughout the day and is at the worse during the middle of the night (3rd shift hours). Despite our repeated complaints, nothing is done about it. We were told it was because of the number of the devices we have. Again, we have the same number of devices as we did when we didn't have problems with TWC, so we shouldn't now. Our worst time is when the kids are sleeping and the least number of electronics are feeding off the wi-fi. We are paying for a service we are not receiving regardless of the number of times we call.Desired Settlement: We would like for someone to fix the problem (give us the same quality of service we had the last time we were customers with TWC - with the modem in the basement with as many devices as we had for the same cost) or refund us our money and revoke the contract without fees and we will take our business to someone who can give us reliable service. I don't want to hear anymore excuses (too many devices, modem in basement, etc.). I am just expecting the same service I had as previous customer with TWC. I need internet that I can rely on 24/7 either with TWC or another provider that can.

Business

Response:

May 10, 2015

Review: I have been a time warner customer for many years. When my price goes up because a special ends I call and get the current special, which is what I am always told. The last time I did this I informed the agent that I was going to be moving and possibly canceling in the new few months and asked about moving service. The customer service agent told me this wouldn't be an issue and would be free. At the end of the call I did a survey. When I moved a few months later I decided to only move 1 service instead of all of them and was told a different story this time. I was told that there would be a moving fee, I said that I was told there would be no fee, if there is a fee I would simply cancel and sign up later. The agent then told me I was in a contract, a contract I never agreed to or signed. I didn't even know time warner had contracts since all their commercials specifically say this. Now I canceled and they are trying to charge me a disconnection fee for breaking a contract I was never even in. I am willing to pay any amount I owe on a bill, but I will NEVER pay for a made up contract. I was hung up on multiple times my agents at time warner and the place I pay my bill told me too bad they can't help me with any issues. Great customer service after years and years of being a customer.Desired Settlement: I want to be removed from collections immediately for this ridiculous fee.

Business

Response:

Dear Customer,

Our records reflect you verbally agreed to the terms and conditions of the 24 month Price Lock Guarantee via phone on 3/8/11. A hard copy of our terms and conditions were mailed to you on 3/9/11. On 3/10/11 you completed the process by again verbally agreeing to the terms and conditions of the 24 month Price Lock Guarantee when you spoke with our Third Party Verification vendor. Additional information regarding your 24 month Price Lock Guarantee package was mailed to you on 3/15/11. On 9/7/11 we spoke with you regarding disconnecting your service and at that time, you were made aware again of the penalty associated with breaking your Price Lock Guarantee. You disconnected service on 9/19/11, and the Price Lock Guarantee fee of $126.00 hit your account on 9/20/11. Additionally, you owe $29.22 for services from 9/12/11 - 9/19/11. The total balance that has been written off of your former TWC account is $155.22.

Please work with the collection agency that has contacted you regarding the money owed in order to settle this debt. We hope this explanation clears up any confusion.

Thank you for your business,

Time Warner Cable

Consumer

Response:

Well for the past 2 weeks I have had horrific service from them. I have had internet issues for 2 weeks that have stopped me from running my buisness. About 5 calls and 2 house visits they still havent fixed my issues. Ive done every step including wasting my money when it is clearly something on their end. They came here twice for barely anytime.. did nothing and left. The technicians were insanely rude and arrogant and didn't even want be there. Gonna switch ISP soon if this isnt fixed.

TWC charged my credit card the day I ordered cable and internet service even though they said it would not be charged until service was installed. I cancelled the order but the charge was already applied and now I need to wait 4-6 weeks for a refund. They should not be charging before service is even installed.

Review: I did not make a payment in January of 2013. I made a payment in February and paid the bill up with a $13 credit for March. I received my bill for March saying I owed them $337.45. How can you go from a credit of $13 to $337.45. I called the cable company and they told me that I did not pay for January. Yes I did I told them the conformation number. They said they would look into the problem and call me back in 2 weeks with the total of a new bill. They said yes that they received the payment. They never called me back and I did send them $75 in the mean time. I called them back 2 weeks later and found out that I owed them $86 in that area my bill was due that day. I now received a bill for $228.50 I called them and told them I would send in the money on Monday the 13th of May, because I did not want my cable shut off. On Sunday the 12th my cable was shut off. I called them and asked why my cable was shut off after they told me it would not be shut off. We had to have someone out to fix our service we found out that we never had a booster box installed the first time they hooked it up. No charge, Okay now I get a double bill. I believe they are charging me for the service call. I have had nothing but trouble since I do not want to pay the late charge when I feel it was their fault that I did not get a new bill. We had nothing but trouble with the cable service since it was put in, it kept turning off or the channels did not turn. We kept changing the batteries, which worked for awhile, same problem again. Called cable and they kept telling us their was nothing wrong. I got a new phone for people that a losing their hearing and it runs off the internet I upgraded the internet and they sent me a new modem, this box was not capable with the converter, we where unable to get a signal strong enough for setting everything up. I called and someone came out that day. He checked everything out set up the old modem and took the other modem back with him. I would like the late fees returned on my next bill. I am tired of talking to a machine that only understands certain options.Desired Settlement: I do not want to pay for the late fee that I feel that it was their fault. This all started with a miscommunication. The person I talked to did not understand what I was saying.

Business

Response:

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 10/22/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with [redacted] today and discussed the account history and came to the agreement that, I would credit the account fifty dollars as a courtesy this time. [redacted] agreed and is satisfied.

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 August 4, 2013, my credit union sent a check in the amount of $175.00 to Time Warner Cable on my behalf. The following week, unknown to me at the time, a check refund in the amount of $175.00 from Bank of America was sent to my credit union. I sent another payment of $175.00 to Time Warner Cable a second time in August. (Exact date unknown.) I started getting calls saying my service would be disconnected, if I didn't make a payment. I called Time Warner Cable in Green Bay and they had no record of payment being sent. I checked my financial statement and found two checks of $175.00 each had been sent back as a REFUND, and this was the first I knew of it. I contacted my credit union and they had no idea why the payments were returned. I sent a $100.00 payment on September 3 and that also was refunded.

I have been making payments, as I am able, but I am finding myself unable to continue making 3 payments a month to Time Warner Cable. I have filed a complaint with the Time Warner Research Dept., sending copies of my credit union financial statements, only to hear a thing after almost one month. I continue to be told my service will be disconnected if I don't make regular payments, which, as I previously said, I can't continue to do with every check I get.

I have a list of all the operators I've spoken to, and not one of them has acknowledged Time Warner Cable put me "behind the 8 ball" in terms of payments, due to their sending 3(THREE) checks back as refunds.Desired Settlement: I want Time Warner to admit their mistake of sending back 3 refund checks and work out a payment plan I can live with so I can meet my other financial obligations, as well as have money left to live on. I also want the threat of being disconnected to stop, as I would NOT be behind in payments had they not, for some unknown reason, refunded my payments. I also feel I am owed an apology for poor customer service as well as for my time spent on this "mess".

Business

Response:

October 12, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received September 30, 2013, regarding the concerns of:

Thank you for forwarding Miss [redacted]'s billing and collections concerns to our attention.

We were able to review Miss [redacted]'s account but found no record of the electronic payments made through her credit union's online bill

payment system. One reason for this would be that when the payment was submitted, it did not come through with the information

necessary to locate Miss [redacted]'s account so the payments could be applied. As a result, the monies were returned to Miss [redacted].

Miss [redacted] provided a copy of a credit union statement which she said she was asked to send by one of our payment services

representatives. Unfortunately, the information needed to investjgate an electronic payment is not contained within the credit union

statement. We will be attempting to review this call and if misinformation was provided, it will be forwarded to our leadership team for

coaching purposes.

I have shared with Miss [redacted], that, in order to fully investigate, a copy of the RPPS (Remittance Processing Pipeline Statement) for each

transaction will be needed. Miss [redacted], has said she will have the information forwarded to our research team.

While we understand Miss [redacted]'s frustration, the monies for all 3 payments she is referring to were returned to her account within days of

each payment having been SUbmitted. This is reflected in the copy of her credit union statement which not only shows one of the

payments that was made, but also reflects the deposit of the funds that were returned to her by Time Warner Cable within days of the

payment having been submitted.

Each monthly statement from Time Warner Cable would have reflected:

• The balance from the last statement

• Payments that had been received as of the 28th of the month

• The unpaid balance

• Current month's charges

• The total due on the 25th of the following month

As Miss [redacted]'s account continued to be in arrears because we had not received a payment, the account continued to remain in danger

of being interrupted for nonpayment until the past due balance had been satisfied.

We apologize for any misinformation that may have been provided and for any inconvenience caused. Once we have received the RPPS,

we will be able to fully investigate how the payments were submitted.

Should you or Miss [redacted] have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through

Friday, between the hours of 6:00AM and 2:30PM or on Saturday between the hours of 6:00AM and 10:00AM at ###-###-#### .

Sincerely,

Consumer Contact Specialist

Business

Response:

October 31,2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted], [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received October 18, 2013, regarding the concerns of:

MISS [redacted]

Thank you for forwarding Miss [redacted]'s additional concerns to our attention.

Further review of Miss [redacted]'s account shows that while Miss [redacted] did ask one of our representatives for her

Time Warner Cable account number, which was relayed correctly, when Miss [redacted] checked her bank's online bill

pay system for the account information, she was only able to confirm the last few numbers of the account and I was

not able to find any reference to the destination address for the payments having been confirmed.

Without having a copy of the RPPS (Remittance Processing Pipeline Statement) for each transaction, we are

unable to perform any research to determine what it was that kept these payments from being applied to Miss

[redacted]'s account and unfortunately, aside from noting her account; escalating the information in a ticket which will

be worked upon when the correct documentation is received and providing a status of that request, there is little

that any of our representatives can do in a situation like this.

It has been explained to Miss [redacted] that her account was disconnected for nonpayment due to the length of time

the account had been in arrears overall, and not based upon the dollar amount owed.

Again, we understand Miss [redacted]'s frustration and apologize for any misinformation that may have been provided

as well as any inconvenience caused.

Should Miss [redacted] still like to forward the requested information, we will be happy to research the payments.

Once we have received the RPPS, we will be able to fully investigate how the payments were submitted.

Should you or Miss [redacted] have any additional questions or concerns, please feel free to contact me. I may be

reached Tuesday through Friday, between the hours of 6:00AM and 2:30PM or on Saturday between the hours of

6:00AM and 10:00AM at ###-###-#### .

Sincerely,

Consumer

Response:

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