Time Warner Cable

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: 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 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: 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

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: 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: 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: 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: 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: 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

Just got off the phone with Time Warner customer service concerning a letter I received offering a new promotional rate for my bundle services. The letter is signed by the Executive Vice President and Chief Marketing and Sales Officer.

As a thanks for my continued business I was offered another special offer lowering my coming rate from $189.94 per month to $142.87 per month. According to the letter, I didn't have to take any action, and the new rate would automatically begin on my next bill.

I received my bill and the rate charged was closer to the $189.94 than the $142.87. I called Time Warner Customer Service and that is where the nightmare began. According to The Customer Service Rep. The letter had no value and what was required was a new rate calculation. After calculating the new rate I was advised that my new rate would be in the $185.00 range. Wait I said, what about the promised @142.87 rate? You would not believe the explanations I received as to why the promotional letter from the Vice President was not a valid commitment. After an hour on the phone and going over some unacceptable proposal, I agreed to a monthly charge of $167.80 per month. What happened to the $142.87 rate promise, well it was treated as a small thing that happens with Time Warner mailings that is fixed with an apology.

So beware of Time Warner promotional mailings, they don't mean anything. Just a lost Vice President sending out non binding letters with false promises.

I had appointment with Time Warner Cable on last Tuesday between 10:00 am to 11:00 am, I received 3 times phone recorded confirmation, but ... nobody show up ... I wasted my time and because of that ... I have to take a day off from work. Ridiculously irresponsible service provider.

Time Warner Cable withdrew a full month's payment from my checking account for two months after I cancelled service and returned equipment. Upon being called on their "mistake" the resolution was to issue me a hard copy check to reimburse me. Who knows how long they would have continued to steal my money directly from my checking account had I not noticed.

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.

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.

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: 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:

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: Your customer service is horrid. I spent a better portion of 20 minutes this week and last peaking with [redacted] in an effort to alleviate the issue I had with the company. She told me that because this is a family issue, that they will not provide me with services. Mind you, I already had service, paid for in fact. It was terminated a few days later. She had an attitude on the phone, which resulted in me getting even further angry with the company. I am reporting my experience to Revdex.coms, [redacted], and filing complaints in any place I can find. This is a TERRIBLE company that screws over new users, existing users, and anyone they can. Bear in mind that my service payment was taken immediately, but takes FOUR TO SIX WEEKS to be refunded. You guys are a monopolizing company, and a sorry excuse for a provider.Desired Settlement: I just want to get high speed internet that I have paid for, and will continue to do so.

Business

Response:

Tuesday July 30, 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 7/29/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Mr. [redacted] on July 29, 2013 and advised Mr. [redacted] that although he is not legally responsible for the previous account holders balance. We would not be able to provide the service address with services because of the balances left on the previous two accounts. Mr. [redacted] advised Time Warner Cable that his father owned the house and that the previous tenants are his siblings. One of which is still living at the service address with an outstanding balance. Although Mr. [redacted] understands our policy he is not happy. Mr. [redacted] is fully aware that once he returns the equipment that is assigned to him, he will have a credit balance and a refund will be issued.

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: Was promised a refund, never received it. Called back today and found out refund was never entered.

On the 18th, I ordered cable services online. I was given the set-up date of August 20th (8am-12pm or 12pm-5pm). The order number is [redacted]. Late in the day on the 20th, I realized that no one has come out. I call to figure out what is going on, I'm told that the order was cancelled on the 19th. Why wasn't I informed? I call and talk to a manager. His name was [redacted] (###-###-####). He told me that he would make sure that I get my refund. I always confirm what someone tells me, then I got his phone and extension number. I call today, August 30th, I'm told that the refund was never ordered. Today I received the ticket number [redacted] for the refund order. If I'm told that I will have my refund in 7-10 business days, that's what I expect. So now I have to wait another 10 business days for my refund to go back on my bank card. What makes the situation even worse, I found out that the money was taken out of my account on the 21st. If my services were cancelled on the 19th, and the payment reversed on the 20th, why am I getting money deducted out of my account on the 21st? I am very upset. I should not have to go through this much for my money to be returned on my card. I have close to $150 in overdraft fees because money shouldn't have been taken out of my account after I was told that it is reversed. Every transaction made, I was charged $37 and change in overdraft fees. I should be reimbursed my bank fees and the 118.97 for the major inconvenience.Desired Settlement: I want my refund now. I shouldn't have to wait another 10 days for my money to go back on my card. I should be reimbursed bank fees as well.

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:

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

morning and advised that the refund was processed on September 4,2013 to her Visa credit card.

[redacted] confirmed that the refund was showing on her account with a post date of September 6,

2013. I advised [redacted] that anytime a transaction is made with a credit card it takes 2-3

business days for it to appear on her bank account. [redacted] made a payment to Time Warner

Cable on August 19, 2013 and it did not post to her bank account until August 21,2013. This is the same

for the refund it was processed on September 4, 2013 and posted to her bank acct on September 6,

2013. [redacted] will not receive a refund for any overdraft fees received as this was a transaction

that she authorized.

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,