Time Warner Cable

Review: Channels removed from line up due to dispute between Time Warner and Channel provider. Time Warner removed the channel but is not providing a credit or alternative for the lost services that are paid for as part of its monthly billing.Desired Settlement: Credit issued to account until channels are returned to service

Business

Response:

Sunday, August 25, 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 8/21/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Mr. [redacted]’s on August 25, 2013 and Mr. [redacted]’s asked if the channels he was missing were turned back on and as I was trying to explain that we are still in negotiations, Mr. [redacted]’s stated that we have nothing to talk about and disconnected the call.

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

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

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:

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: 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: We have time Warner Cable as our cable service we are charged for the cable boxes each month and are consistently having to change out their defective equipment. We live 32 miles from our closest Time Warner Cable store and having to consistantly change out boxes, get new remotes becomes very frustrating especially for the amount we pay to have this service. Their equipment should work. Then when we get to the store, they never have the cable box we want, which out of the 2 brands works better(The better one is the Samsung w/HDMI connection which DVR's). The cable box we always seem to het are the scientific Alantica and this last cable box lasted us 4-5 months. We had both our boxes replaced at the same time the first one went about a month ago now the second one is broke and now cannot use the TV until we get another box which I called the 800 number to see if they had the better box in stock, the agent for time Warner cable said they didn't only the Scientic Alantica boxes and did not know when the store would be getting more of the Samsung boxes in. We have had to also replace the remotes over and over. For the price that is paid to have their cable service, there should be working equipment of quality not the poor quality of the equipment we receive. And after all this they don't even offer the customer any discount off their service or an extra service for the poor quality equipment. Your choice as a customer is go to your local store or schedule a service tech to come out and you have to be there when they come no customer care, it's the inconvenience to the customer. This is very poor equipment and customer serviceDesired Settlement: I would like the 2 cable boxes we had requested the Black Samsung HDMI DVR boxes new remotes a complimentary service for a year, something we don't have and/or a refund on our bill for the trouble we have to go through and not just a couple of dollars. To exchange these faulty equipment pieces it takes time, gas money, and the frustration of not getting the equipment desired

Business

Response:

Your cable equipment was swapped on 6/26/14. The last appointment to your home before that was on 10/7/13. You do not need to come into the local cable store to exchange the cable boxes. We can schedule a technician to visit your home but an adult at least 18 years of age would need to be present. Unfortunately we cannot guarantee the type of cable box that would be available if yours needs to be exchanged. We have added a free box promotion to your account for 12 months lowering the monthly services by $11.25. We apologize for any inconvenience this has caused.

Review: Time Warner Cable has been charging me for HBO and Cinemax. I have never asked them to add these to my account.Desired Settlement: I want Time Warner Cable to remove those charges off my bill from the time they first put them on, plus all the taxes and fees they charged me as a result of these charges. If there is a monetary or legal penalty that can be applied to this company for charging me for these items when I did not request them, I want them to be applied to this company.

Business

Response:

Upon investigating this complaint, we have found that on April 11th,2014 this customer upgraded their current television services. On this day they were also given a promotion which included HBO and Cinemax free for three months. The customer had the services removed on September 7th, 2014.We have at this time given an additional $9.95 as an adjustment for any and all charges that may have occurred from the time the account was charged. The customer has received a total of $62.55 in adjustments. In conclusion our records now indicate there have been no charges to the account for HBO or Cinemax. Time Warner Cable considers this matter closed.

Regards,

Time Warner Cable

Consumer

Response:

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: 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: Promotion that was agreed upon wasn't honored. Service packages were removed without our knowledge, called and complained and was told the supervisor was going to contact us...never did. March 12th 2016 we called again to complain about how the price kept going up month to month, package options were removed without us knowing, was told again that the supervisor would contact us...today is March 16 2016 nobody has contacted us still. We went into Time Warner Cable store at the mall on Monday March 14th 2016 as well to complain and everyone keeps telling us that a supervisor will contact us! Very frustrating as a customer of many years...not sure as to how they can just change our plan without talking to us. The bill went from $157.00 roughly (which we were originally told it would be around $151.00) and the bill went up to $400.00+ monthly...not sure how this problem can be solved at this point.Desired Settlement: To have a consistent billing price-for the promotion time.

Business

Response:

Good Morning, We determined that Mr. [redacted] International calling plan was removed causing him to be charged for international calling. The plan was placed back on the account on 3/13/16 and all international calling charges have been removed from the account. In addition to this Mr. [redacted] did experience an increase in his billing due to a promotion ending and our 2016 price adjustments. We contacted Mr. [redacted] and explained this to him in addition we placed a new promotional on his account giving him a rate of $150.17 before taxes, fees, and surcharges valid through February 4, 2017. The customer agreed to this price for the time being however he may look into changing providers in the future. Please let me know if any additional information is needed.

Review: My bill went up last month by $10.00 per the customer service rep in a foreign country told me that it was for a sport channel upgrade that I have had for over a year and they missed billing me. I did not order any upgrade. Extra charges for upgraded equipment never received. Today got a bill$11.59 for the same package that I have always have and when speaking to the rep it goes up the amount every year for 4 years asked for what this package contains it is not in writing asked for a new package he said no I am stuck with this package ro4 4 years. I asked for this in writing he said nothing is in writing.Desired Settlement: detailed information of what I am getting for my money and what I really signed up for 3 years ago to speak to someone who speaks English and in the united states reduction in my bill for Items that I do not have

Business

Response:

Upon reviewing Mrs. [redacted] account she was placed on a promotional rate on 3/9/13 with her video services. The promotion for those services has increase each year. The last increase of those services were on 4/6/16. The statement that is sent out each months describes the services that are on the promotion rate. Mrs. [redacted] is still on a promotion with the video services. The statement that was sent out that was due on 1/26/16 billing 1-6 thru 2-5 had the explanation of the increases of the modem charge and the surcharges fee on page 6. Time Warner Cable had an increased across the board with these charges. Mrs. [redacted] can make any changes that she would like on her account regarding her video services and internet services.

While trying to cancel services over the phone I had to repeatedly tell the customer service rep that I wanted to cancel my services. I explained why but she kept pushing for me to keep their services and was bad-mouthing the services that I switched to. I told her many times that I wanted to cancel until I got to the point that I had to interrupt her and say "I have told you many times and you have made me very irritated and mad. I want to cancel my services!" She then went on for another five minutes until I was finally able to get my service cancelled. The entire experience was disrespectful and I would like to heed warning to anyone trying to cancel service, be ready for a fight!

Beyond frustrated with Time Warner!! My internet has not been working correctly since Dec/2015. My service constantly goes in and out and sometimes stays out for hours at a time. It does this even when only 1 person is trying to use the laptop and we pay for the highest speed available. They have sent tech support out 3 times and have switched the modem 3 times and it still does the same thing. They are currently here trying to fix it so we will see what happens. I understand sometimes these things happen. The part that makes me the most upset is I called to have them credit my account since I haven't received proper since mid Dec and they 1st tried to only credit 1/3 of my bill. They did credit half my bill and said they would only provide 1/2 credit since my internet worked sometimes. That is the most ridiculous thing I have ever heard! Do I pay for part time service?? No! They are not providing the service I pay for and are un-willing to compensate me full credit. So not only do I not have the service, but I still have to pay for it! They should be ashamed of themselves. If my problem isn't fixed today I will leave Time Warner and go to WOW who now provides service in my area! I've had enough!

Time Warner increases our bill every time we come back from Florida to Ohio. They try to charge us an extra $55-$60. My wife has to talk to them for about an hour and one half. They try to wear you down so you will cave to their high price. My wife did not cave. When we are in Florida we still have a landline in Ohio. Each year it is higher. Now a new wrinkle. Charging us $12.72 for a partial month phone service. on the bill it says service from 1-19 to 2-18. That is one month no more and no less. I had to get angry before she would do anything about the excess charge.

Review: -----refused to give me a refund when I decontinued service when I lived in new berlin…………i was paid thru 2/14/12 and turned in my motum on 3/5/12 at 6.27 pm on s. 108th street west allis 53214 at 6.27 pm and was assured internet would be turned off and I would be credited….I ask to have my cable tv discontinued at 12:ooam on 3/7/12….but check this…the person I talked too on 3/20/12 when I got another bill for .35 cents said oh we just left it on until 3/14/12 because you were paid till that date…i was told a supervisor would call me the next day on 3/21/12 and I am still waiting for that and my REFUND!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: SOMEONE TOO GET THIS RESOLVED AND MY REFUND ISSUED

Business

Response:

May 10, 2014

Review: I have repeatedly called TWC to have my cable fixed. The picture goes on and off. this issue has been happening over a period of two years. They tell me a multitude of different things to avoid fixing the problem.!. they have had me drive out to Mayfair to change my box out three times.2. When I call they tell me they have to send a signal to the box that does nothing!3. They tell me it is my responsibility to reset the box often even several times a month.4. I asked to have service four different times and no one showed up two of the times. I got a phone call at around 9:30 pm for one to give me directions to reset the remote control and He was not coming to the house!5.. Called again on 4/21/14. I was told to wait 72 hours and the problem would resolve it self.6. I called on 4/22/14 and they scheduled an appointment for me. The tech person came out and did not check any thing but told me I must be hitting the wrong buttons. Now there is no picture on the tv!7. I called again on 4/23/14: they will send another tech out tomorrow at 11:00.This is criminal I pay my bill and then get harassed to pay a month in advance. why is this not illegal!!Desired Settlement: I want a refund for all the times the TV has been out. There have been times when in [redacted] the cable goes out and they still charge for service with no exception. I have asked and have gotten no where!I wan them to change there policy of charging one month in advance because some people do not pay their bill ( that is what they have told me ). Unethical! I want them to REALY fix the problem with cable in this area or stop providing service that does not meet the global standards.

Consumer

Response:

Name: [redacted]

Business Name: Time Warner Cable

Email: [redacted]

Subject: Complaint Question

Comments:

[redacted] Complaint Type: Business Complaint Date Filed: 4/23/2014 7:00 PM Dispute Center: Revdex.com of Wisconsin (Milwaukee, WI) 10019 W. Greenfield Ave Milwaukee, WI Business ID: [redacted] Name: Time Warner Cable Address: 1320 N Martin Luther King Dr City: Milwaukee State/County: WI Zip/Postal Code: 53212 Business Phone Number: I never heard from the business but because the cable tv continued to not work; I called several more times and they did tell me that they would issue some type of refund. They sent out a person to rewire the cable through out the house and to the out side poles. FINALLY after a year of not working. The TV cable seems to work now. the internet also working properly. Thank you; some one must have gotten your message.

Business

Response:

We have left several messages but have not received a reply. A no contact letter will be mailed.

Review: My business had a fire. I phoned to have my Time Warner Business account transferred to a temp location. They could not give me a date immediately. Phoned back and told me 2 weeks out. That was unacceptable. I phoned back and cancelled the transfer order as well as cancelled my account with Time Warner Business. Today when preparing my taxes I noticed that billing continued as well as that it had been paid. I phoned to have this rectify but was told that it is impossible. I was also refused to talk to a supervisor. My account number is [redacted] and the physical address is [redacted]Desired Settlement: Time Warner needs to refund me as they will be able to verify that NO usage happened on this account since November 2014.

Consumer

Response:

From: [redacted]Date: Tue, Mar 3, 2015 at 10:07 PMSubject: RE: You have a new message from the Revdex.com of WisconsinTo: c[redacted]Please close this complaint as it has been resolved. Thanks [redacted]

Review: I made a payment to Time Warner Cable by electronic bank check from Associated Bank . There was a payment made in the amount of $151.90 on 10/28/2015 and another payment made in the amount of $144.02 on 11/27/2015 . My bank has spoken on the phone with general managers and has faxed proof of payment 3 times. The general manager stated she saw the payment was posted to my account and then removed for some reason. Time Warner shut off my devices yesterday. I was able to get them to turn them back on but they still are saying I owe them even after proof of payment.Desired Settlement: I would like my payments posted to my account. All late fees removed and a gift card for all of the time, phone calls and stree they have put me through in the last 2 months.

Business

Response:

Thank you for the opportunity to respond to this complaint. We have located both of the payments in question and they have been applied to Ms. Hawley's account. Both payments were processed with incorrect account numbers. We would request that Ms. Hawley verify that all payments are being processed to the account # (6431204-02) to avoid this happening in the future. We do apologize for any inconvenience caused to Ms. Hawley. However, we are not able to honor her request for a gift card. Since 10/28 there have been 2 late fees assessed to the account. One of those was credited on 11/11 and we have credited the second one today, along with the equipment reactivation fee of $5.50.Thank you. Time Warner Cable

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID 10977044, and find that this resolution is satisfactory to me.

Regards,

Martha Hawley

Review: I cancelled my service January 9, 2016 and turned in all equipment for which I have a receipt for. I received a final statement in the mail for a balance due of approximately $17 to which I mailed in a check for. On January 25, 2016, TWC debited my account for the historic monthly balance due of $84.25. I contacted Customer Service and was informed initially that it was due to unreturned equipment to which I replied I had a receipt. The same allegation was brought up later in the conversation and it is apparent the Service Center utilizes a script to respond to customer complaints. I transferred my issue to an online chat session to which I was informed that I had a credit in the amount of $84.25 to which I would receive a refund for in approximately four weeks. In the mean time, my account is in the red $84.25 and TWC is using my money to earn interest and/or loan. I find it unacceptable that my bank account is debited after I cancelled the account.Desired Settlement: An immediate refund; not the alleged four weeks I was advised of.

Business

Response:

Time Warner Cable reviewed Ms. [redacted] account and verified that there is a credit of $84.26. We have processed the credit back to the Visa card on file. The refund will take approximately 3-5 business days. Time Warner Cable apologizes to Ms. [redacted] for any inconvenience this has caused.

Consumer

Response:

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

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

Regards,

Review: I was very up set with Time Warner's 49 o/o monthly increased price. I called TWC and received no satisfaction after a long wait for customer service. I went with another internet provider 12/17/13. I called TWC after the new network was up and running. When I called TWC their representative did every thing under toe sun trying to stop me from canceling their service. After over 1/2 hour of their being on hold, counter offers I told them I would not have any thing to do with TWC if their service was free. Again he tried to to keep me on the line. I told him I was done and hung up.Desired Settlement: I was up set with the price increase, but the way I was treated by TWC customer service representative should be against the law. I do not understand how a company can stay in business this way.

Business

Response:

December 24, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This is in response to your letter received December 17, 2013, regarding the customer service concerns of:

Thank you for providing us with the opportunity to address Mr. [redacted]'s concerns.

Mr. [redacted] contacted Time Warner Cable on 12/17/13 and asked to disconnect his internet service.

As shared when we contacted Mr. [redacted], we have reviewed the 24 minute call between Mr. [redacted] and the Customer Solutions

representative he spoke with. While Mr. [redacted] did clearly state his intentions to disconnect, our representative made several attempts

to retain his business and in the process did place Mr. [redacted] on hold more than once without coming back to him within an acceptable

amount of time.

We apologize for any inconvenience caused and thank Mr. [redacted] for bringing this matter to our attention.

The call information has been shared with our leadership team for coaching purposes.

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

through Saturday, between the hours of 6:00AM and 2:30PM at [redacted].

Sincerely,

Consumer Contact Specialist

Review: In July 2012, I moved from [redacted] to [redacted]. I was currently receiving Time Warner Business Class Roadrunner cable through a National Account through my employer. I was being billed $52.80 monthly for service. On July 17, 2012 (the day before we closed on our new home) we disconnected service and set up a new account at the new address. The technician wasn't able to come out until August 15, 2012. The tech came out, we had residential cable and what we assumed to be our same National Account Business Class Roadrunner internet. I immediately started receiving bills for both services, similar to what I had in the past and made payments on both. After about a year, I stopped receiving bills for the Business Class Roadrunner but since it was a bill that I would expense through my work, I kept making online payments. Finally, in November 2013, I called TWCBC to find out what had happened to my internet bills. (The residential cable bill was on autopay out of my personal checking account.) The REP told me that there was no account transferred to the new address and I had made overpayments of $180+ on the Greenfield account. She told me that it would be rectified, the credit transferred to the new account and I would start receiving a new bill in January or February of 2014. Today (4/29/14) I called again because I STILL have no received any bill for internet service. After speaking with 4 people from different departments of TWC, I was told that I had to call the residential services line to "cancel" the internet portion of my service even though they weren't billing me for it. I would then experience a 7-10 day interruption in service, after calling the National Account team to "setup" my new service. I asked why I would call residential if they weren't billing me for it and she had no idea. She was as confused as I was. Ultimately, the transfer of service WAS NOT completed appropriately and the rep is now asking me to figure out how to fix it by calling the Residential department and "finding out what I can, then calling National Accounts back." This was a huge mistake on the company's part, not mine.Desired Settlement: I simply want my service to be billed appropriately. I want the overpayment on the old account credited toward the new account. I pay $52.80/monthly for TWCBC roadrunner service and I want this to be billed under the correct account/address. I work from home and an interruption in service of 7-10 days is unacceptable. I would like to be contacted with the appropriate steps to fix this. I should not have to make another 10 phone calls to fix TWC's billing error. It's their fault they're not billing me, not mine. I'm the one who called to rectify the situation. I am willing to pay the months of unfilled service but don't believe that I should have to after this situation and trying to fix it.

Business

Response:

Unfortunately we are not able to assist Ms. [redacted]. We provided her with the numbers to our National Accounts department ###-###-#### and ###-###-####. We apologize for any inconvenience this has caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only one that is being offered to me. I am NOT satisfied with the result of again being told that I have to take care of it myself. I find that a mistake somehow made on the business's part and being pushed off to me to inconveniently resolve is not an acceptable business practice. I am accepting their response simply because they have told me that there is nothing more they can do.

Regards,