Time Warner Cable

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: I cancelled cable services with Time Warner earlier in 2014 and again as of September 2014. The first time they charged me a fee to disconnect that I was never told of. I had to call and get fee adjusted and they indicated it was their mistake. If I would have never look at my bill or adjustments I wouldnt have noticed. They charged an upgrade to standard Video fee even though that day I cancelled their services. Again the first time I cancelled I had to call and explain to them how it wasn't correct and the prorated charges didn't match up. They agreed and reversed the charge. I had to spend several hours on the phone with TWC on several occasions and got now where. I was lied to and treated unfairly and had a very hard time canceling services. At one time I spoke with a rep that told me everything was taken care of only to call in and it was not.

When I cancelled cable as of 09/15 they did the exact same thing for the standard video fee. Only I don't know if they are going to try charging me a disconnect fee as well.

As I am writing this I just found out they are saying I am being charge a disconnect fee. I feel TWC billing and service are unethical at best.Desired Settlement: For Time Warner to review all chats and phone calls that I made in to TWC. I spent hours on the phone and a lot of wasted time that I will never get back. Approtiate action needs to be taken and customers should not be mis-lead. I will advise of more when you contact me.

Business

Response:

Upon the review of the complaint, the customer was unable to be reached. Our offices called Mr. [redacted] on September 16th, 2014; September 18th, 2014; and on September 21st, 2014. We did leave information for Mr. [redacted] to reach the person assigned to his complaint. Our office also sent a no contact letter with additional information for Mr. [redacted] to reach our offices, we have not heard from Mr. [redacted] at this time. Time Warner Cable considers this matter closed.

Review: In December of 2014 Time Warner Cable disconnect my service, when I had an arrangement with them to pay a certain amount. So I had to pay $118.77 to get my service turned back on and this happened on the weekend. I went in the following week to try and get them to resolve this problem and gave them my complaint. And they will keep it on file, so they have it if you need to look at it or I can send it to. Now in the month of February they sent me a pink slip in the mail tell me I will be shut off on the 26th. And I have told them I cannot pay them until my Social Security come in on a certain time on the end of the month. I never had this problem with them until they change to a different company or who ever bought them out. In addition, I always pay my bill every month. But they still keep harassing me every month. And the did it in the month of January.Desired Settlement: I want them to stop harassing me with disconnections and pink slips and let me pay my bill.

Business

Response:

Time Warner Cable has completed the investigation of Mr. [redacted] account. The account shows that it has been a month behind for quite some time. The bills on the account are printed on the 13th day of each month. If the account balance is not paid until the 25th thru the 29th, the amount due of that particular billing cycle is considered past due. If the bills are not paid by the 3rd day of the month, a late fee is added. We do apologize to Mr. [redacted] for the calls and letters that he receives each month however until the full balance is paid the calls and letters will continue. Time Warner Cable considers this a closed matter.

Regards,

Time Warner Cable

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:

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: Failed to provide a $300 VISA gift card as part of a customer service retention agreement for staying with TWC services.Desired Settlement: Want $300 Visa gift card sent to me, no longer wish to have TWC as a service provider, so NO I don't want a $300 credit to my TWC billing account.

Business

Response:

To Whom it May Concern. Upon research of this complaint - we determined that Ms. [redacted] had not yet registered for the $300 Gift Card. We have registered her for the card and will be checking the redemption site to ensure the registration was successful and that there are no reasons why the card won't be issued. If for some reason the card will NOT be issued, the customer will be contacted directly. Sincerely,Time Warner Cable

Consumer

Response:

Poor customer service . As always they treat exsiting customers like garbage , and give new customers better prices !! When you call they put you on endless hold to be rude . 4 phone calls to be told I can not receive the same price as new customers . Can't wait for better internet options !!!!!!!!!!!

Time Warner has the worst customer service I've ever dealt with. They have cancelled my appointment 3 times leaving me with no service and out of pay for 3 days. The dvr box they gave me was covered in nicotine smoke and had askittle stuck to the top.

I spoke with TWC on 2/6 and was presented an offer. When I called back, I was informed that the offer was not presented correctly and should have been 20% higher. After reviewing the 2/6 offer and the 3/7 offer, I asked to be connected to their complaint line.

After listening to several minutes of adds, it was clear that TWC had no interest in customer service. Demonstrated q clear "take ikt or leave it" we don't care -- we are the only game in town attitude. (the poor service reps are nice but powerless).

Very Poor customer service. My bill has gone up by $10.00 evry month for the last 3 months. I have called been on hold/disconnected/very rude told that I was paying extra for equipment -still have the same equipment.

Time Warner Cable has extremely deceptive billing practices. We called and made a payment arrangement to pay a past due balance by 6/5. The payment was made by the date, yet services were still temporarily disconnected, and we were told that we would have to pay more money. Another payment arrangement was made; however, we were NEVER told that a payment arrangement would not guarantee that our services would not be interrupted. Time Warner needs to be clearer on what they expect and, if a payment arrangement is NOT enough to keep services turned on, then they need to state as such.

Time Warner Cable is taking advantage of people and has the WORST customer service ever!! They have charged us for fees that should not have been charged, and when asked to remove them they charged our account with the amount that should have been removed and said it would take 1-2 billing cycles to adjust that amount. The website lists the pricing; however, the 4 reps that I was passed to during my 30 minute phone call said our rate for standard 15 mg internet is not on the website and is $56.99 a month. When asked where is that fee online the rep states the 'online pricing is promotional only and not the standard fee that (we) are getting due to our promotion ending and their re-evaluation of our services'. At NO time was this re-eval of our account revealed to us, nor were any options given about standard internet packages. TWC should be shut down and fined for their mistreatment of customers.

Review: [redacted] changed services to TWC on Nov 12, 2013 for cable and phone. It is now a month and an half later and we still do not have phone service. We have emailed (12-15-13, 12-13-13, 11-29-13, 11-18-13, and more dates) and called multiple times and TWC states they are still waiting to connect the phone number from the previous carrier. We have called the previous phone carrier (AT&T) and the phone number ###-###-#### is ready to be connected through TWC, yet we still have no phone service but we have received a bill for services we still don't have. Connect person was [redacted] ([redacted]) and contact phone number for TWC business ###-###-#### William at ext #######.Desired Settlement: We want to have the phone service at [redacted] with phone number that the church has had ###-###-#### and we want a refund on the bill for the services we were charged and didn't have the phone service.

Business

Response:

Thursday, January 16, 2014

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 12/23/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

[redacted]

Thank you for forwarding [redacted]’s concerns to our attention. We spoke with his daughter [redacted] on several occasions as we worked on this problem. AT&T was able to get the customer’s desired telephone number ###-###-#### activated by going out to the address and doing some work on December 27, 2013.

Once the telephone number was active again, Time Warner Cable was able to process an order to port that telephone number from [redacted] to Time Warner Cable. The porting process has now been completed, as of January 9, 2014. We have credited the account for not having their number from November 12 (the date of installation, when we had to give them a native number, because ###-###-#### was not active with [redacted]) and January 9.

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 9AM and 6PM at ###-###-####.

Sincerely,

Time Warner Cable - Wisconsin

Consumer

Response:

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

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

Review: House was resided and had Time Warner Cable removed from my house as I no longer have their service. Called on June 10th to have the cable removed from the electrical wires in the back of my house. They scheduled an appointment for July 6th to have the cable removed - they did not show. Called July 7th about the no-show and to reschedule for them to remove. I told them I could cut the cable but then they would be at risk of the shorter cable taking out the electrical for the entire neighborhood. They were unable to find a time that they could remove this cable and did not schedule an appointment. They stated they needed to contact their dispatch to see if they were able to find a time they could remove their cable hanging from the electrical wires. Still waitingDesired Settlement: Have the dangling cable removed from the electrical wires

Business

Response:

Time Warner Cable has reviewed Ms. [redacted] concerns and had a technician out on 7/7 to remove the cable lines from her home.

Review: Back in March 2016, I placed a call to Time Warner Cable with the intentions of cancelling my service as I was moving to a different provider. After discussing plans with a customer service representative I was presented with a package what included TV, Internet and Phone service for $131.10 (After taxes and fees). The package offered included Turbo internet, which was in comparison to what I was going to receive from their competitor. However now that the package has now started, I noticed I was not getting the internet speeds that I was promised. I have now placed 2 phone calls to Time Warner Cable and neither representative was willing to honor the agreed upon package.Desired Settlement: I am requesting that time Warner Cable honor their verbal agreement of including the services (Turbo Internet for 12 months) I was promised

Business

Response:

We spoke to Ms. [redacted] on 5/16 and advised that we would honor the price quoted by adding the Turbo internet upgrade along with a promotion to offset the difference in pricing. Tell us why here...

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: Due to their disagreements with a local television station, channel 4, that is owned by the Journal Broadcast group, Time Warner decided to take the channel off the air.

According to our contract with Time Warner, they must provide ALL local channels.

Since Channel 4 WTMJ is a local channel they are breaching their contract with ALL their subscribers.Desired Settlement: Put Channel 4 WTMJ back on the air and work out your differences in the board room and the negotiating table. All you are doing is providing to your customers that all you think about is your bottom line not your customers.

Provide a refund of $500 to me and I willl not take legal action for breach of contract.

Business

Response:

July 31,2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received July 29,2013, regarding the concerns of:

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

TWC and Journal Broadcast Group have been in negotiations to reach an agreement to continue carrying Journal's TV

stations. We have been unable to reach agreement because Journal is demanding a huge increase in compensation for the

right to continue carrying Journal's channels.

On July 24, Journal Broadcast Group, owner of broadcast affiliate stations in Wisconsin, California and Nebraska, decided to

pull the remainder of its programming from TWC lineups.

We continue to be willing to negotiate at any time to bring the channels back to our lineup, but the power rests with Journal

Broadcast Group - by law, TWC cannot carry Journal's channels without its permission and Journal Broadcast Group is

withholding that permission.

We regret that Journal's unreasonable demands have forced us to remove WTMJ from Mr. [redacted]'s lineup and are doing

everything we can to hold the line on outrageous demands, especially for programming that is available free over the air.

When I spoke with Mr. [redacted] to explain that we are not legally able to provide WTMJ programming as our retransmission

consent has expired, I also tried to explain that WTMJ is sold as part of a package of channels and we change our

programming packages from time to time, including by adding new networks to our lineup.

It is not our practice to issue credits for individual networks that are offered in a package. Therefore, we will not be providing

Mr. [redacted] with a $500.00 refund.

More information is available at www.TWCConversations.com/local. including:

• Information on where else to find the programming that Journal Broadcast Group is blacking out for Time Warner

Cable customers;

• Information on how to connect an antenna or computer to your Time Warner Cable set-top box and TV;

• Other frequently asked questions;

• A place to leave your comments and tell us what you think about this Journal blackout

We assure you we're working hard to resolve this blackout as quickly as possible. We thank Mr. [redacted] for his patience

and support, and appreciate him being a Time Warner Cable customer.

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 (414) 908-2061. I will, however, be out of the office

from 08/01 through 08/05/2013.

Sincerely,

Consumer Contact Specialist

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Again, I am paying for a service that I am not receiving!

Why do I need to go waste MY time to go get an antenna, when you should be providing the service?

So the complaint against Journal Broadcast group is to keep the cost down to Time Warner's customers.

While you are not paying Journal Broadcast group during the blackout, you need to REFUND the money to the customers!

See Wisconsin Statue 100.209 (2)(b)

100.209 Video programming service subscriber rights.

100.209(1)(1) Definitions. In this section:

Review: On October 28 2013, I [redacted] received a letter from Time Warner Cable that my promotional rate is $105.98 and now I will be $130.98 per mouth. I called Time Warner Cable and ask what promotional rate, I been with you since 2008. Time warner said nothing about what my promotional rate, so I ask about the Movie Channel & TMC on demand, Showtime & Showtime on demand. Time Warner said nothing again and only said that you our on a promotional rate. I never signed up for Showtime or TMC all Time Warner said when I went into a bill is I will receive a up grade because I was a loyal customer. I never ask for this. Now calls after calls and no one getting back to me, and even taking to management, I finally had enough. I was talking to [redacted] on 11/13/13 pm, I tried to explain to [redacted], either [redacted] kept interrupting or said I was on a promotional rate and I said what promotional rate, I never ask for Showtime or TMC. Then I said this fraud, and I tried to say my what was happen and [redacted] kept interrupting me and then hung up on me.(yes, I was very upset that [redacted] interrupted me and started to raise my voice.)I called back and ask to speak to a manger and the lady from Time Warner kept asking what this is about and I told her about my billing and [redacted] hanging up on me and said I would like to talk to Manger. Never talk to the manger, instead I had to talk to her. To making to short, I ask her to take off the Showtime & TMC to get my bill back to $105.98. She came back with a best I can do is $115.20 with out Showtime & TMC. I said WHY would I pay $115.20 without Showtime when I can keep Showtime and pay only $114.99 for less. But this is not the point I never wanted this promotional rate with Showtime & TMC is the first place. All I wanted is my 3 in 1, cable with speed channel, internet, and phone for $105.98. Now the speed channel is no longer and is it Fox sport with different programs that I don't what and even ask Time Warner about a refund for this and also ask about losing 4 channel. Nothing.Desired Settlement: I am asking for a refund for all my time spent on the for with Time Warner cable. Plus with the Showtime after hour (X) problem that I was never told I had and not restricted to minor.( I found the kids at [redacted] watch when they slept over.) I will let the Revdex.com take care of any refund for my stress or over billing and not telling there customer the correct billing cause by Time Warner Cable. Thank you and God Bless.

Business

Response:

Thursday, November 21, 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 11/19/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Mr. [redacted] and advised that the promotion that he received when he was in the payment center on 11/03/2012 included Cable services with Showtime and The Movie channel, Internet services and Digital Home Phone services. These are the services that he has been billed for the past twelve months. However when the promotional rate for the premium channels expired this month he received and increase. I advised Mr. [redacted] that I would look into getting his promotional rate decreased and Mr. [redacted] stated that if the bill was only going to be 78 cents less then he would keep the services he has and just pay for the premium channels.

I called Mr. [redacted] and left a message on his voicemail to advise that I was able to apply a promotional rate for his cable box which would discount his bill ten dollars per month and he would keep the same services. I also advised that if he did not want the promotional rate as he previously advised me that he should contact me directly and I would have it removed. No refund will be provided.

If Mr. [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,

Business

Response:

Thursday, December 5, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 11/26/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Mr. [redacted] today December 5, 2013 and advised Mr. [redacted] that if he is rejecting the promotional rate that he was given, his bill will be at retail value which is $237.80. I advised Mr.[redacted] that Time Warner Cable has never installed any customer without a promotional rate. Mr. [redacted] has been advised on multiple occasions that he was on a promotional rate and promotional rates do expire which is what happened with his Showtime/TMC channel. I was able to offer him an additional promotional rate for the cable box which discounted his bill $10.00. We also discussed the balance that he left behind and advised that the $17.62 must be paid before his new bill cycled or he would have a late fee assessed on his account. Mr. [redacted] mentioned that he spoke with Direct TV and was given a promotional rate and then was told what the bill would be after the promotional rate expired. Which again is the same thing that Time Warner Cable would do is offer a promotional rate for a certain period of time and then retail rate would apply. Mr. [redacted] states that he will probably consider disconnecting in the future.

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,

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

Review: I was miss leaded into package deal which include cable, phone, internet and security system. I was told the total cost would be lower than my current bill for cable, phone and internet if I switch by upgrading the cable, internet and adding home security system. I was also told I would get a gift card of 100 dollars for the cable and 50 for security system. I did get confirmation on the security gift card but not on the cable. I stop in at the store to ask about the cable rebate and was told I didnt qualify and that sale manger would call me on the matter that was November 21. I went back into the store again on November 27 again was told a sale manager will call me. I cant get straight answer on why I was told one thing and its not being honored. I have yet to receive a call from anyone. I have deal with a number for issues since switching over to these new services and always told someone will call me back about the issues and no one ever does. The only reason I change over to this new package and added the security system is due to rebates and savings. I feel like I was miss leaded and now being ignored. No one wants to even address the issue or acknowledge them. Time Warner has poor customer services and makes false promises.Desired Settlement: I want my rebate of 100 dollars gift card to be honored.

Business

Response:

Friday, December 6, 2013

Revdex.com of Wisconsin

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 12/3/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

Thank you for bringing Ms. [redacted]’s concerns to our attention. I contacted Ms. [redacted] on December 4 and apologized for the misleading information she received when she upgraded from our Triple Play service (television, internet, and telephone) to the Quadruple Play (television, internet, telephone and Intelligent Home).

Checking our promotions, I learned that a triple play customer like herself is entitled to a $50 gift card for this upgrade to Intelligent Home. Because she was told she would also receive a $100 gift card for the cable, internet, and telephone portion of the account, I apologized to her for our giving her this incorrect information, and I credited her account $100. She was satisfied with this resolution. We also confirmed that she needs to register for the $50 gift card and keep her account current for 90 days in order to eventually receive the $50 gift card for upgrading to Intelligent Home.

If you have any additional questions or concerns, please feel free to contact me. I am available Monday through Friday, from 9 AM to 6 PM, at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: I have TWC for over 3 years I cant go to another cable company due to condo rules. for the past 2 years my cable and internet service is horrible. I lose my internet 5 times a day. my cable is even worst, It pixels, loses picture and sound. its like watching a scratched DVD. they keep coming out here but claim nothing is wrong. I have recorded this issues plenty of time and still they claim its my fault.

I have replaced cable boxes and modems and still same issuesDesired Settlement: Since they will not fix it I would like to be reimbursed for the past 2 years of my internet and cable service.

Business

Response:

Good afternoon,

I have spoken with Ms. [redacted] regarding her service issues. I apologized for the all the inconvenience in services that she's experienced. She explained to me all that was going on with her services and how she felt about the issue not being fixed and wanted credit for 2 years. I explained to her that I'm not able to credit her for 2 years of service issues due to the fact that she has received some credits within the 2 years of having issues. However, I was able to offer her 2 months of credit that totaled $164.65, she was happy with that. Also along with the credits I would have her accont monitored by our Tech Support to see why this continues to happen.

I was informed by my Tech Support contact that Ms. [redacted] was contacted last night and explained the process of her equipment being monitored. Ms. [redacted] has agreed to the credit that I provided and the montioring and is aware if after the monitoring is complete and issues still occur we can address additional credit at that time. She has my direct number and contact information if she needs to contact me further.

Thank you,

Consumer

Response:

Review: I was a TWC user for years. I had paid a monthly fee for a piece of internet equipment from TWC. TWC had a representative at the Meadow's apartment (who serviced all tenants). He stated that he would pick up my equipment during my move out day. When move out day came, he never picked up the equipment, even after I called him several times. I had called the TWC representative several times to set up a way to return this piece of equipment and he never responded. Finally, I decided to call the TWC corporation to return this equipment at a store and the representative gave me an address to return it in Madison, WI. I went to this address and it was a P.O. box. Therefore, I called and they gave me a different Madison, WI address, again, it was no store just a P.O. box. Finally, the TWC representative said he would send a box to my new Madison address. I never received a box to return the equipment, even after calling and asking 2 times and them saying they would send it. This all occurred from Dec.-Feb. (yes, 3 months of me trying to return this piece of equipment). Recently, (about 2 weeks ago), I received a phone call stating that I owed $104.56 for a internet box from a collection agency and that if I did not pay this amount, my credit card score would drastically change. I had not received any letters, e-mails, or phone calls prior to this. I called TWC back and talked to at least 30 people about this situation and no one could figure out what happened and why the boxes to return the internet box never came to my house. I also let TWC know that I had gotten rid of the box due to storage issues and no one seeming to want to take this box back (both the Meadows apt representative and the corporation representatives who sent me to places in Madison). When I complained about this issue I had individuals tell me "If you paid your bills on time this would not be an issue". This comment made me angry as I never paid a bill late in my life. Clearly, TWC had not understood the issue. One of the representatives I had talked to stated that if I pay $30 this will be settled. Therefore, I gave the TWC representative my credit card information to pay this and be done with the situation. After a week, I noticed no changes on my credit card. Therefore, I called TWC again to get rid of this situation and they did not even know that this was the agreed upon amount after the struggles I went through to pay this bill. I then paid the entire bill because I do not want this to dramatically effect my credit card bill, but do feel that I made every effort to return this box while they made 0 effort even though they had stated that they would. It is not my fault that they did not follow through on picking up the equipment, sending me to an appropriate address to drop off the equipment, send me a return box to return the equipment, notify me that I need to find a way to return this equipment.Desired Settlement: Reimbursed for the following:

$140.56 charge for internet equipment

$15.00 gas for driving around Madison

$100.00 time talking to company to try to return equipment (approximately 10 hours)

Business

Response:

Dear Customer,

Time Warner Cable has made multiple attempts to contact you in regards to your complaint, unfortunately, we have not been successful.