Time Warner Cable

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.

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.

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.

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: 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.

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,

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: 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 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: 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: We have repeatedly received Copyright Infringement notices in our email and this was followed up by service disconnects. No one in our family downloads movies. We have numerous paid services that I do not need to get into. Today we received a fifth notice of infringement and a 2 week disconnect. When I attempted to dispute this claim, the "Security Personnel" hung up on me. I then contacted their live service but they said they cannot help me, only the Security Personnel can. When I DID talk to someone, they kept making excuses that we were downloading videos and sharing them on the network. We don't even know how to do any of that! Further, we don't watch South Park, why would we have it or be sharing it? They then said it was our fault our network might be getting used by other people to do these things but we have a strong password on our wifi. They claim that at 1:40am on 7DEC2015 we were downloading South Park. NO ONE was awake at 1:40am.Desired Settlement: I want my money back for this month and I want these notices to stop. NO ONE is downloading on our network. Further, I want an apology for how rudely your customer service treated my family and I and accusing us of doing these things. If TWC wants to continue with this rudeness, we will gladly find an internet alternative in our city.

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused. Upon receiving this complaint from Thomas Sutphin, Time Warner Cable has investigated and found the account does not belong to Mr. [redacted], therefore cannot have any discussion about the account in question. Please have the account holder contact customer service @ [redacted] as an authorize user on the account. Thank you,Time Warner Cable

Consumer

Response:

Review: In August of 2010 I went in to the Time Warner Cable store in [redacted] ([redacted], WI) to return the equipment after I had canceled my services. I paid my bill at that time, and was assured all was in proper order. For the next several months I received bill reminder emails for TWC, but the bill showed $0. In December, 2010 I received a collection notice. I promptly printed off my bill and called. I was then informed I had an outstanding balance for my final bill - which I was assured was taken care of at the store, and did not get a bill for - and that I was out of luck. I paid the collection agency the $53, even though I should not have had to pay as I had no balance, to make sure it was removed from my credit report.

Flash forward 3 1/2 years and it suddenly appears on my credit report through a different collection agency! I called TWC, granted late at night, and was told there were no supervisors to speak to, as the woman on the phone could not answer my question or assist. When I asked why it had appeared 3 1/2 years later, she told me it had probably been there all along! I explained to the woman on the phone that I monitor my credit monthly and suddenly a manager was available.

So, at this point I have paid them twice (once when I brought the equipment back after cancellation, and once with their collection agency). Quite the scam they have running.

Oh, and I can't forget to mention the various reasons why I chose not to continue using their service.

1) The time they disconnected my cable when they intended to do so to my neighbor. My wife had time to take a shower and drive across town to the store all while waiting on hold to get the mistake fixed.

2) And I must not forget the time the TWC tech left my doors open on his way out, and I had to chase my indoor cats down!

Unacceptable on multiple levels.Desired Settlement: I want this removed from my credit report, an apology, and a guarantee that this will not come up a 4th time. I should have to put my receipts in a time capsule for safe keeping!

Business

Response:

Mr. [redacted]

Per our conversation we escalated the request for the missing payment with the collection agency and have not been able to find the payment. In order to find the payment we would need a copy of your bankstatement showing the cleared payment. You can fax that statement showing the cleared payment to ###-###-####. If you have any additional questions or concerns please feel free to contact me.

Thanks

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,

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: Twc has charged us a $30 returned payment fee. We have never returned a payment, our payments have always been timely and in full. I have called to clear this up 3 times now and I still received a bill totaling over $158. My bill is $115 monthly. It is due the 10th of every month, yet my services have now been shut off. When I call to discuss, I am directed to call other numbers, all requiring payment to restore.Desired Settlement: I would like the $30 returned payment fee off of my statement, once and for all and my services restored without having to spend hours on the phone again. My bill needs to be adjusted to the $115 due on the 10th. I would like a call when complete.

Business

Response:

We finished the research into Ms. [redacted]’ complaint. The account shows a payment was placed via the web on 06/10/2015 in the amount of $115.31. That payment was rejected due to the information that was entered. The account was not found. That is what generatedthe addition charge of $30.00. The account has a method of payment restriction for the checking account. We cannot waive the return item fee if the information provided was given by customer. The account currently has a balance of $37.83 that is due on 09/10/2015. If that payment is not received by the due date a late fee of $7.50 plus tax will be added to the next bill. Time Warner Cable considers this a closed complaint. Regards,Time Warner Cable

Consumer

Response:

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!

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 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 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

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!