Time Warner Cable

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: 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: 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: -----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 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: 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:

Review: I signed up in person for TWC Standard Cable at $34.99 in November of 2014. It was not a contract. It took a few weeks and a few different technicians to be able to get me connected because they accidentally modified my duplex landlord's line rather than connecting me to cable. I was credited for the days that were not connected properly.

I received a bill in November of 2015 with a higher rate of $44.99. I contacted the online chat and was told that my introductory rate had passed at 12 months. However, I was never given notification that the price was going to go up - and due to their technical issues, I will still within my first twelve months of service. They said that they normally email and send a paper notification of the new rate, but they did not have any record of either notification. My October bill did not say anything about a price increase in the coming month.I have been on the phone for over an hour and after saying that I would terminate service, they offered me a new price of $36.95 plus taxes prorated (still an increase from my initial purchase), but they would have to transfer me to another department to resolve the November bill difference. I have been on the phone for and hour and seven minutes total, spoken with two different agents (in billing and solutions center) and have now been transferred to payment services in a current wait that has now been a half hour.

Second issue, when dealing with the first issue I notified the agents that my internet was disrupted on 11/30. I would like credit for the evening of not having internet service.Desired Settlement: I understand that I now have a $7.50 late charge and I am willing to pay that, but I would like my November bill to be returned to the agreed upon rate of $34.99 for standard internet. I had not been notified that it would change, so I should have been notified before using a service that suddenly increased 30%.

Secondly, I would like credit for the evening that internet service was disrupted on 11/30/2015.

Business

Response:

We finished the research into

Ms. [redacted] complaint. The pricing was changed on the account on 12/05/15. An

order was completed making the monthly rate $34.99 for the next 12months. No

equipment charges are on this account due to Ms. [redacted] owning her own modem. An

adjustment was given in the amount of $17.77. That is a one-time courtesy

adjustment. That included the late fee and the proration for November’s bill.

Ms. [redacted] must please note we do not have promotions that last the life of an

account. Regards,Time Warner Cable

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: One year ago, approximately August, 2014 I requested over the phone that my bill remain the same for another year rather than having TWC raise it like they normally do every year. I was told a note was put into my file & the conversation was recorded that my bill would not increase but that I would have to make sure our agreement went through & would have to call to confirm my "frozen" billing amount a few days prior to my contract date ending-which was August 28, 2015 & September 28, 2015. (I pay one bill per month but for some unknown reason TWC separates the contract dates of my internet part of the bill & my cable part of my bill). I called before both parts of the contract were up both in August & September, 2015 as TWC instructed me to do. Instead of keeping my 2014 bill's amount of $109 the same until 8/2016 and 9/2016 like they promised they would do & also had recorded proof that they agreed to the terms, I had to argue with about 4-5 different CSRs before I hung up & the bill went from $109 to $112.34. When I received my latest bill in the mail about one week ago (9/20/15) it was $123 instead of $112. Today, 9/25/2015, I called & had to argue & re-tell the same problem to 4 different CSRs, one of whom was a supervisor. They told me something about part of the dvr box promotion was over & therefor not only would my bill continue to be $123, but would now jump to $130/month. All this after they HAVE BEEN TELLING ME FOR A FULL YEAR THAT MY BILLS WOULD POSITIVELY STAY AT $109 per month UNTIL AUGUST, 2016.Desired Settlement: recognition by TWC that they promised me for a full year that my bill would not go up until end of my contract year in August & September of 2016. A reduction /correction of most recent bill from $123 to $112. If possible, have TWC find the supposedly recorded phone conversations with me over this last year, saying my bill until 2016 would not increase & would remain $109 per month. Out of the numerous phone calls I have made to TWC, the only call I have a verification number of is from 8/28/2015, #91866605.

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience. Time Warner Cable has researched the account notes, phone conversations and escalated issues from Ms. [redacted] and found on September 2, 2014 Ms. [redacted] reported a similar Revdex.com complaint to Time Warner Cable and the agent requested the calls to be viewed of the conversations Ms. [redacted] and the agents. The call on June 28, 2014 stated that the agent had informed Ms. [redacted] that the promotion price was not for 2 years.Time Warner Cable promotions are discounted prices on cable, which can include HD set top box or HD DVR, Whole House DVR’s and Enhance DVR’s, internet (different speeds) and phone service (voice mail and unlimited long distance). These prices on their discounted services are guaranteed for 12 months from the date the services became active on the account. Once the discounts expires, the monthly rate will increase higher than the first year of having the service, but less than the rate card of service, in which Time Warner Cable adds a second year discount for 12 months on the services and the customer keeps their same package. Time Warner Cable offer great deals and bundled packages for your needs, so please contact customer service @ 800-617-4311 and an agent will assist you with the prices and services. They will be sure to find a package that fits your budget. Time Warner Cable has found no errors with the pricing of service and has considered this issue closed.

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.

I have read your email to me stating you have told TimeWarnerCable of my complaint and that you are still waiting for a response from them to the complaint. I phoned the m again tonite at about 5:30 PM because I received my monthly bill which still had the incorrect amount due on it. The phone call took aver 40 minutes, about 20 of them with me on hold & each time someone came back on the line it was a different representative that In had to waste cell phone minutes with & had to repeat the problem all over again. This got me no where after I retold the situation of being told on 8/28/15 that my bill was corrected & will be $112 until 9/2016. They also promised they would give me a credit on this new bill of $9.97 that I was billed last month. Neither of these issues were corrected as promised. I first spoke with a "[redacted]" who was supposedly a supervisor & got no where with him. He said he was connecting me with the billing department but after 10 minutes of being on hold, a representative named "[redacted]" came on the line. I had to explain the problem yet again. She was neither from the billing department nor was she a supervisor. She said she could not change my bill & it will remain at $122.98 per month instead of the promised $112 per month through 9/2016. It is a nitemare & constant run-around. They lie & say they have recorded all conversations, yet when I call again, no one has any information about prior phone calls.

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: 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: 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.

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.

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: 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:

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.

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).

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.

Review: Although this is not the only nature of my complaint it stems from here. One of the first representatives I talked to was so pushy I actually hung up twice after telling her I was not interested in the services as I found the same services through a different provider for much less. End result for what I thought was the same price as I would be paying for the internet which is the only service I was requesting with the addition of a starter TV package. This is all after I set up services online and the information given to me at that time indicated that if I had my own router and modem I could finish set up online which turned out not to be the case and is why I was on the phone with the rep. So instead of set up being free now I had to pay to have someone come hook up my services. Which leads to my second issue Time Warner was given my number to call a half hour before my scheduled installation time which was originally set between 6pm and 7pm. At my request I added a second number to be called in the event I was unable to take the confirmation call. Time Warner never called me and instead contacted the number I provided to be used only in the instance I was unable to answer to avoid rescheduling. They told my contact that they were available earlier (around 1pm) than the time they had on their schedule of 4pm (a time never agreed to by me). My contact told them she couldn't make it until 2pm and Time Warner told her that they would be there at that time. Time Warner finally arrived just before 3pm. This caused a major conflict of schedule for not only myself who had left work to be here at 2pm to let my contact in to meet with them but for my contact who was also leaving work to be here when Time Warner said they would come. When I finally turned on my TV I noticed an issue with not only having a much less expected number of channels but the channels I did receive had a distorted picture and on top of that the volume was uncontrollable and went in and out. I called Time Warner to fix the issue and had many problems trying to reach a representative so after many attempts and automatic disconnects from the phone calls I decided to try chat online. After Time Warner got my account information I was given directions on how to get my box rebooted after I followed their directions I was asked what the display on my box read and I had to explain to them that I did not have a box with any display just a small box with a green light after several attempts to reboot the machine I was redirected once again to someone else at Time Warner who also had me reboot several times and was also unaware of the type of service/cable I was requesting assistance with after shortly speaking with her she was asking me how everything was set up and I was unable to tell her because I do not work in the cable business and have no knowledge of how, why, if the box is set up correctly and that is why I paid extra for someone to come hook things up for me. For some unknown reason the agent for Time Warner disconnected the chat. Once again I was on the phone trying to reach someone, anyone at Time Warner to further assist me. I spoke with someone who ignored my questions as to why the chat was ended and why Time Warner was so quick to dismiss their help to me. He also "rebooted" the machine several times as I waited for directions over and over again. Finally he told me they would have to send someone out and it wouldn't be for two more days and the only available times were again difficult for me to choose due to the conflict of schedule. I was then transferred to another representative who was claiming my tv was the issue which was not the case. I do online streaming on this tv and never had issues with the sound because before I spoke to a Time Warner cable I had ran through their list of online troubleshooting I felt my only choice was to contact them by chat/phone for assistance. The time that Time Warner Cable has wasted of mine and others helping me is absurd and unprofessional especially as the representatives were initially having me reboot for a product I didn't receive from them. I spent over a hour and a half dealing with them and with no explanation as to why my product was acting this way. I was finally given a choice of next week or the following weekend for them to send out someone to resolve the issue these times were also a conflict to my schedule which is full and I could not risk taking off the time from work to be home if there was a chance they could not stick to their schedule. It also turns out I was not actually receiving a deal or special promotional package as I was lead to believe I was but was actually going to be paying more for only 20 channels. If I had known this I would have never accepted as with the antenna I had I was receiving many more channels and had no installation fee or monthly charge to set up and use.Desired Settlement: A real deal at a price without hidden fees and decent customer service. I believe Time Warner initially wanted me to believe I was getting a good deal because after I told them I was considering other providers because of their real promotional prices they asked me from which provider, the services I would receive, and the amount that provider was offering their services at. It wasn't until after I gave her the information that suddenly they had other great deals not otherwise offered to me.

Business

Response:

February 19, 2015

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 !!!!!!!!!!!