Time Warner Cable

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: 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.

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: They incensed price to rent modem without giving me notice. When I found out I purchased my own modem. But because they did not inform me I kept paying the original amount and they have been charging me late fees every month because of this.Desired Settlement: To have all late fees removed from my account

Business

Response:

We have reviewed Ms. [redacted]’ account and our findings show the modem rental was increased from $8.00 to $10.00 per month. The notice for the modem rental fee increase was on page 6 of 8 on her statement with the due date January 10, 2016.Time Warner Cable apologizes to Ms. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Consumer

Response:

Review: My girlfriend [redacted] and I have ordered the internet service that Time Warner Cable is advertising for $14.95 per month. We had a more expensive internet/cable bundle and were looking to drop cable and just go to the cheaper internet due to our limited use of it. Before we signed up, we were first told to take the more expensive internet because we would need to pay for a phone line and use dial up with the $14.95 package and pay alot more money. Then we spoke to another sales agent who told us the $14.95 package isnt available in our area and thats why we need to buy the more expensive internet package. Then finally we cancelled our old internet/cable bundle completely due to the poor reliability of what the Time Warner Cable representatives were telling us. Then a few days later we tried 1 last time and finally got a sales agent who gave us the truth that its not dial up and it is available in our area. So [redacted] ordered the internet and didnt know we didnt need Wifi and accepted the charge at first. Then that same day, when I came home from work and explained to [redacted] that we dont need Wifi, we called Time Warner Cable back right away and told them we dont need it. The agent said its too late to stop the wifi charge but she will credit the account on the next bill and it will also not be charged on future billings. Yesterday we received a new bill for $27.35 including the charge for Wifi again. [redacted] called Time Warner Cable again and the agent was refusing to remove the charge and credit the account and according to the representative, nothing was documented explaining that we shouldnt be charged for Wifi. Finally the supervisor removed the charge as a 1 time offer and we are requiring them to remove it completely since it is something that we have absolutely no use for and we told them that and they told us they would fix it. The price of $14.95 is already misleading due to the current extra charges. The extra charge of $5.99 for the Internet Modem Lease is kind of sneaky since you have to have it, to use the service. Then the real issue involved here is that we are also being billed for Home Wifi which we were told we would not be billed for it since we absolutely dont need it. Our $14.95 internet is being billed for $27.35 per month.Desired Settlement: We want to be billed correctly for the monthly internet service and that the sales agents that we spoke to get reprimanded for the corrupt selling practices by illegally misrepresenting Time Warner Cable products knowingly and upselling of higher cost packages done by straight out lying to us. We have called them numerous times from [redacted]'s phone# ###-###-#### and also from my phone# ###-###-#### and I work in a call center myself and know that these calls are recorded and I think they should be investigated to stop their sales agents from illegal practices.

Business

Response:

Thank you for the opportunity to address this complaint.

In reviewing Ms. [redacted]'s account, we find that while she is getting the newest, lowest priced level of our internet service, she is also being billed $4.95 per month for wireless service.

We have removed the WIFI charges from Ms. [redacted]'s account and disabled the WIFI from our equipment. Ms. [redacted] stated on one of her calls in regard to this issue that they have their own router.

We apologize for any inconvenience.

Thank you.

Time Warner Cable

Review: I got service on Dec 28th 2014, continue to have service issues, they come out numberous times changed boxes, lines ect. and continue to have problems they then give me lead tech and supervisors cards tell me to call them if I have issues I do so with no return calls back, I was told my bill will not change from 184.00 a month for 24 months I am not locked into a contract and can take advantage of any new promos going on after 12 months. I am told since they can't re-create the issue when they are at my house to video record it on an ipad. I do so and still nothing. I reached out to a supervisor because my bill increased by 24.00 after a 12 month period when I was told it would remain the same for 24 month. I have told them numberous times I should only have to pay a medocre bill for mediocre service. I spoke with Jessie a supervisor On feb 4th regarding all the ongoing issues, he sent a tech out on that evening that tech seen the video said it is coming probably from there hub that the next day Friday Feb 5th his boss would be reaching out to me, I believe his name was [redacted], I never got a call. jessie the supervisor was suppose to reach out to me Sunday feb 7th regarding the billing matter and to review what the tech did. I did not recieve that call. I reached out to TWC yesterdy and the lady said he was not available to take my call but he said that he would give me a call because he was out sunday for a death in the family. Again no call from him or the other guy meaning the techs boss. Since I can't get good service I should have a deeply discounted bill and not an outrageous one since weve had trouble from day one. My time is money and I cant continue to sit around for them to trouble shoot something they dont' know or can figure out and have numerouse ppl walking thru my home. they need to better there customer service. I also tried to change my plan to a new promotion yesterday and they said that is for new customers. I was told they don't do that anymore the promos are for new and existing and that is why I went with them. I guess this is pure crap just to get you to sign up with them.Desired Settlement: I want correct service, new plan that they are offering so called new customers and refund for past bills of not corrected service and someone to actually call me on my cell not home phone 414-698-7559

Business

Response:

Conciliation Department Revdex.com, Inc. RE: Customer: [redacted] Case ID: #[redacted] Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted]s complaint. At this time Ms. [redacted] billing issue has been addressed and our Technical Operation Department is still addressing the customer’s service issues. However, due to Ms. [redacted] going out of town on business an appointment was made to meet with her on 3/11/16 after 4pm. At that time we will be addressing all services. Time Warner Cable apologizes to Mr. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, 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 [redacted] and find that this resolution is satisfactory to me.

If they can resolve issues in March without continued problems since dec28 2014

Regards,

Review: We changed our services last June (2013) and have been billed incorrectly ever since. We brought it to the attention of TWC and were given a "work order #" and told a manager would have to approve a refund. The representative verified everything that we were claiming was correct and the errors were made. Since then we have called back every week for the past month and keep being told that it is still "being worked on". The total amount is over $500!! They will not let us speak to the department that our "ticket" was submitted to and who we are waiting on apparently. It was stated it is the IT department and that we will hear from them but obviously this has not happened and it's been two months.Desired Settlement: Refund and correction made in our current billing

Business

Response:

Good evening and thank you for the chance to respond to this complaint.

After reviewing the account, changes were made to the account as stated by Mrs. [redacted] in her complaint. Time Warner Cable has made the appropriate adjustments to this account, which are unfortunately, nowhere near the over $500 claimed by Mrs. [redacted].

On June 26th, 2013, the level of services subscribed to was dropped down to solely our turbo internet service, and a promotional rate extended to the account. This rate was $44.99 (plus equipment, tax and fees) for 12 months. After equipment, tax and fees, the monthly billing was $51.39.

The first two months billing statements after the aforementioned changes had been made to the account had a bill due total of $76.90, a difference of $25.51 for each bill ($51.02). The next 6 billing statements had a total of $85.03 due on each statement; this was a difference on $33.64 per statement ($168.20). The last statement prior to this being brought to our attention printed for $88.18, $36.79 difference. When Mr. [redacted] called in to question the monthly service rate on 04/23/14, the promotion that was added to his account at this time, prorated $9.02 from the current billing. This is a total "overage" of $246.99.

On 04/23/14, the [redacted]'s were extended an adjustment of $92.40 to their account. At the time, they had a balance due of $34.01. Once that balance was satisfied by the adjustment, the remaining credit balance of $58.39 was process as a refund back to them. A representative of Time Warner Cable spoke with Mrs. [redacted] today and advised that the first refund check of $58.39 should be reaching their residence any day. Given this adjustment already issued, this leaves $154.59 on the account. This was adjusted to the account, and a manual expedite of the credit amount will be processed back to the [redacted]'s for this amount.

The adjustments made on the account today were done as a onetime courtesy for Mr. and Mrs. [redacted]. Per our residential services subscriber agreement (published publicly on the Time Warner Cable website, as well as being signed off on by each customer at the time of installation) clearly states: "You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive any right to (in other words, you will not be eligible to receive) a refund or credit."

Thank you.

Time Warner Cable

The customer service did not help with payment allowed as well the service is rude

Review: Hello, I ordered service December 2013 for the installation date of January 16, 2013. A few days later around December 21, 2013, Time Warner charged me $108.91 for the first month of service, although my service did not start until January 2014. The representative explained to me that I had to pay $108.91 up front for the first months bill, I had no problem with this. After installation I was overall unsatisfied with my internet service and cable, so I called into the 1-800 number. The rep explained to me that I would need to return the equipment to the store in order for the service to be cancelled. I hung up and returned the merchandise back to the store. Yet, they still did not cancel my service. In fact I was actually billed the next day. The rep explained I would get a refund, but after a week of no refund to my account I called Time Warner again, the lady kept me on hold for an hour as she said that I was charged twice in one month for the same service. I explained that my bank account was over drawn and that I was being charged for a service I cancelled. She told me not to worry they would put all the money back on Friday. That never happened. I called again, a few days ago and another rep told me that I was quoted the wrong price on the phone for the service I originally received, so I was being billed for that. How is your employee's mistake, my fault? She said they would credit me back $108.00 for the month of service I paid for, but refused to reverse the other charge to my account for a mistake their employee made. I'm just asking that I get my refund of $108.91 and the $28.90, I have received because of the mistake made by Time Warner. Thank you.Desired Settlement: $108.91 plus the $28.90 to my account, because my bank account is in the negative due to your employee's mistake. Please be sure all my services are cancelled, because I was told to bring in the equipment and they would be. Yet, Time warner is claiming that never happened.

Business

Response:

February 28, 2014

Revdex.com of Wisconsin

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted],

This reply is in response to your letter received February 26, 2014 regarding the concerns of:

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

Investigating the account, I learned that during the time the account was active, Time Warner Cable credited the account $132.13 ($76.84 on February 10, and $55.29 on February 11). When she chose to terminate the account and receive her 30 day money back guarantee, these credits plus the prorates on the account led to a refund of $125.56 being generated for her. This means that she has been compensated $257.69, which is more than the $137.43 ($108.97 on December 17, plus $28.46 on February 6) that she paid to Time Warner Cable.

I spoke with Ms. [redacted] on February 28, 2014 and went over this information, and made sure that she is comfortable with the amount that she has been compensated. She said that she is satisfied.

Should you or Ms. [redacted] have any additional questions or concerns, please feel free to contact me. I may be reached Monday through Friday between 9 AM and 6 PM at ###-###-####. Also, a voice mail message can be left at that telephone number.

Sincerely,

Consumer Contact Specialist

Review: I spoke 6-20 to a [redacted] in billing b/c they threathen a disconnection over 60.$ that I owed from last month. I told him I had no money tell next month and he told me that if I didn't pay ahead plus julys bill on a credit card I would be cut of. I said why cant you just wait I don't like giving my card out ahead of time and he said no. I asked to speak to supervisor and he said there was none.I feel I was strong armed. plus they charged me 30$ for a remote and didn't tell me I would be chargedDesired Settlement: after he got my credit card then he let me speak to a supervisor named stacay? she said nothing she could do. where are they getting these people from the mob?

Business

Response:

RE: Customer: [redacted]

Review: On Sunday, November 17, 2013 I returned home to find that my services were turned off. When I called, at approximately 11am, Time Warner I was told it was for non-payment since September 9, 2013. I explained that I had been using their auto pay services for about 3 years without issues. The rep looked up the informaiton and informed me that Time Warner had turned off the auto pay without notifying me. I was then told I could correct this by paying $378 or $505 if I wanted to continue my services. The reason was because I failed to pay for 3 months. I explained that I had not been notified in any way (phone, letter, email, or statement) that my payments were not going through or that the auto pay was turned off. I was told that was not Time Warner's responsiblity. I asked to speak to a manager and was told that I would have to call back on Wednesday or Thursday to speak with the manager. On Wednesday, November 20, 2013 I recevied a phone call from Time Warner indicating that my account was delinquent and that if I wanted to avoid interuption of services I needed to call them immedietly, this was at 1:16pm. I called them back at approximately 1:30pm and spoke with [redacted] who said she couldn't help me and would transfer me to a supervisor. She transferred me to [redacted] who indicated she was not a supervisor and then she transferred me to Ian who indicated there was nothing he could do. I then asked for his manager to which he indicated there was not one available and that they would call me back when one was available. I indicated I would wait. After waiting about 45 minutes I he transferred me to [redacted] who indicated she was a manager. I explained the situation to [redacted] and she also indicated that there was nothing wrong with their practices. I said I wanted to cancel the services and she said I could not without paying the $378 charge. I said I would do it right then over the phone and she said I could only pay in cash or a money order because I had not made payment in 3 months. I again explained the situation and asked how she thought that was appropriate and her answer was that it didn't matter because that was Time Warner's policy. I asked to speak with her boss and she said she did not have a boss because she was the boss. I explained that I knew she reported to someone and that I wanted to know that person's name or to speak with them. She again indicated she did not have a boss. So I asked for her last name and she said she would not give it to me, so I asked for her employee id and she would not give me that. She eventually indicated that she would route me to Account Services to have my equipment picked up. When she did this she disconnected my call, and did not make an attempt to call me back. I then called Time Warner back about 3pm again to try to resolve the issue. This time I spoke with [redacted] who looked up the informaiton and began apologizing for what had happened when I explained it to her. She looked up the informaiton for [redacted] and indicated that she was not able to confirm if she was a manager as indicated. However, she read the details of the call to me. She said the notes indicated that I knew my payment informaiton was changed and did not want to update the information because I did not want to pay for services. I explained this was not the case and that I wanted to disconnect the services and close my account with them. I also explained that I was willing to make the payment over the phone for the $378 as they asked for (the 3 months of service that were not paid due to them turning off my auto pay). She said she would schedule something to have my equipment picked up and get everything closed out for me. She said the first date she had for pick up of equipment was the middle of March 2014. She then suggested that I go into the local office and bring the equipment there to drop off and get a letter saying it was returned just to be sure I was covered. She then again indicated that my account was marked as cash or money order payment only and that I would have to do that before I could turn in the equipment.Desired Settlement: After my hastle with all of this, and the embarassment of having this happen when I have an incredible credit history, and their very poor customer service and policy of not notifying their customers of an outstanding balance I would like some sort of adjustment and apology. I would also hope they change their policies to stop this in the future. Especially when I spoke with [redacted] and [redacted] and neither of them could provide me with the dates of any contact with me to notify me, even though they both indicated that was their policy. I also indicted that I did not get statements because I was paperless and that I had called in the past regarding the lack of monthly statements of any form. In the past they indicated this is what paperless meant, but [redacted] and [redacted] both indicated that was not the case and it was my responsiblity to pursue why I wasn't getting them. My opinion is this is just unacceptable business practice.

Business

Response:

November 22, 2013

Review: I upgraded my service of June 2013. When I did this TWC was running a promotion for the package that I upgraded to that after 90 days of service, I would receive a $100 rebate card within 4-6 weeks after the 90 days. I have confirmed with TWC that I am in fact eligible for the $100 gift card as I reached the 90 days of service and paid my bills on time. It has now been 8 weeks since the 90 day of service mark and I have yet to receive my gift card. I call and I am told that there is a "hold on the promotion" for which I signed up for and they do not know when they will be sending the gift card.Desired Settlement: I want the $100 gift card that I was told that I would get after signing up for the promotion that I did. It's been 8 weeks and I was told that it would only take 4-6 weeks.

Business

Response:

Friday November 22, 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 11/15/2013, regarding the concerns of:

[redacted]

[redacted]

Thank you for forwarding Ms. [redacted]’s concerns to our attention. I spoke with Ms. [redacted] on 11/22/2013. She had enquired on 11/13/2013 with customer service about when she would receive the $100 Visa Gift Card that was promised with her promotion when she upgraded her Time Warner Cable services on 6/19/2013. Originally, she had been told the gift card would be coming to her about 6 weeks after she completed 90 days under her promotion. That would have meant she would receive the card by the first or second week of November. Customer service could not give her a firm date at that time.

Responding to her Revdex.com complaint, I reviewed the situation with Ms. [redacted] on 11/22/2013. I then reached out to our gift card escalation department, and was told that the gift card vendor is currently fulfilling gift cards, and Ms. [redacted]’s card should be going out any day now. I apologized for the wait being longer than the 6 weeks she had been promised (we are up to about 8 weeks now, since her 90 day period of keeping the promotion ended). She thanked me for following up, and she will keep my contact information for future reference.

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, between 9 AM and 6 PM at ###-###-####.

Sincerely,

Time Warner Cable-Wisconsin

Review: We currently have 5 remotes, none of which work properly. I called a week ago and a very helpful and knowledgeable person helped me reprogram all of the remotes until they worked properly. A couple days later the cable remote controls were back to not working properly. We need 2-3 remotes to operate the cable and television now.

Tonight I received a call from Time Warner, asking about service. I answered all the menu requests then was put on hold for about a minute and then I was disconnected. This is a typical Time Warner problem. It's almost like we're on "CANDID CAMERA" and someone is trying to elicit some kind of crazy response from us.Desired Settlement: I want Time Warner to give us equipment that works properly all the time, not for just a day or two. I need remotes that are reliable. This has gone beyond a normal problem, and I wish someone could force them to provide the services we're paying for.

Business

Response:

October 2, 2014

Review: Time warner cable offers primetime on demand. I was unable to access this television option Oct 26 through Nov. 3. I called a few times and was told there were only a few complaints Oct. 26 and by Nov3 there were many complaints the service was out and I was told half the state was out and they were working on the fix. Then today Nov. 9 the service is out again. I called again and was told again they are working on the problem. I asked for a partical credit since the service was not working for 9 days the past few weeks and I was not eligible for a credit since it was a "free" option. My problem is we pay $145 per month for cable service and they provide less than acceptable service.Desired Settlement: a 10% to 20% refund for poor service. I have voiced my dissatisfaction with the company many times to them. I would not recommend this cable service to anyone. I am required to pay my bill on time I expect them to provide the service I pay for and is offered to me by their contract.

Business

Response:

November 19, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

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

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

We have been unsuccessful in our attempts to contact Ms. [redacted] to discuss her concerns, however, our records indicate that Ms.

[redacted] contacted us on 11/01/13 because she had been unable to access programming using the Prime Time On Demand channel from

10/26 to 11/01/13.

While we do not charge for use of Prime Time On Demand, we have applied an adjustment in the amount of $13.88 after taxes and fees to the monthly charges for equipment rental and Starter TV (previously known as Basic service) channels which are included in the Prime Time On Demand lineup. We have calculated the credit for the timeframe of 10/26 through 11/09/13 based upon the information Ms. [redacted] provided in her complaint. This adjustment appeared on [redacted]'s 11116113 Time Warner Cable statement.

We will also forward feedback to the customer care area regarding how to appropriately credit for On Demand programming issues.

As the issue that was occurring at that time has been fixed, we do suggest that if Ms. [redacted] continues to have problems with her service, that she contact us to schedule a free service call to have one of our technicians visit to make repairs and we ask that you please accept our sincerest apologies for any inconvenience this situation has caused.

Should you or Ms. [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 ###-###-####.

Sincerely,

Review: I switched my phone service and the number was ported. I have my same phone number which is [redacted]. My new provider reported that they received confirmation from TWC on January 26, 2015 that the number was ported. I phoned to do what I could to determine what my bill would be for February. I had in my possession a retail price notification. On this form it stated that standard internet was $57.99 per month plus the modem fee and other taxes and fees. The person I spoke to stated there was a promotion and my bill for internet services would be $32.68 plus the modem fee of 5.99 and additional fees and taxes. She said the reduced charge would be immediate. It did not happen. My bill for Feb was $74.99 plus $5.99 for the modem and $7.95 in taxes and other fees for a total of $88.93. I phoned back and asked what happened. I was told that the paperwork associated with the porting of the phone number had not been done. This is the reason my bill was so high. I phoned repeatedly trying to ascertain if the paperwork had been done. As of today March 3, it has not been done. My bill for March is $74.99 plus $5.99 for the modem and $8.04 in other fees for a total of $89.02. If I go on the internet and check my bill the numbers are different. For example, for the bill due in March the total is $70.80. When I try to download or view a breakdown of this bill I get an error telling me that the "pdf" is not available.

I have been advised that I have to notify you in writing and have proof in order to do something about this situation. You are charging me pretty much the same amount for internet services as you did for phone and internet. I have phoned multiple times getting very nice individuals who try to reduce my bill but tell me they can't because someone has not the done paperwork on the porting of my phone number. I have been told that my bill will reduce to around 32.00 or 36.00; each time it's a different dollar amount but it is nowhere near $74.99 for standard internet service.

In my neighborhood, TWC is my only option. TWC has a monopoly in this area (53168--Paddock Lake, WI), unless you choose a satellite dish (Frontier or Hugh's Net) which offers very slow speeds.

I can't get TWC to do paperwork and honor their price reduction for both Feb. and March.Desired Settlement: I AM REQUESTING THAT THE PAPERWORK GET DONE AND MY BILL IS ADJUSTED BACK TO FEBRUARY 1ST OR BEFORE CHARGING ME THE LOWER

RATE OF AROUND $32-36.00 PER MONTH PLUS APPROPRIATE FEES.

Business

Response:

We completed the investigation into Ms. [redacted] complaint. The telephone #[redacted] was successfully ported on 01/22/2015. This change resulted in an increase in the monthly rate. We added a promotion onto the account, making the monthly bill $19.99 before taxes. That pricing is valid for the next 12 months. Ms. [redacted] accepted this as a resolution. Time Warner Cable considers this matter closed.

Regards,

Time Warner Cable

Review: Received letter that my monthly rate would automatically go from $112.23 to $132.23 per month. Old rate would end August 7, 2014. I called the enclosed number ###-###-#### to cancel service on August 7, 2014. [redacted] answered and kept stalling, kept reasking the same information and putting me on hold. I warned her 3 times that I had an appointment and would have to go. She suddenly started calling me by a different first name and saying she couldn't find my account under that name. Supposedly all of these same questions were to open my account. The first question that was asked was if the call was for the account for my phone. They already had my account. This was all a big stall. This call went on for about 15 to 25 minutes of my information being repeated. THEY WOULD NOT LET ME CANCEL!Desired Settlement: Cancel my service with no additional charges. Large fine for Time Warner Cable. Don't allow Time Warner to merge with another cable company. Grant new licenses for some competition.

Thank You

Business

Response:

Mr. [redacted],

It was a pleasure working with you regarding your pricing. As we've discussed, we were able to fit you into a current promotional package to maintain your monthly rate. We appreciate your continued loyalty to the Time Warner Cable brand, and look forward to a great future together.

Regards,

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 [redacted], and find that this resolution is satisfactory to me.

Review: Time Warner makes it extremely difficult to decrease services. While an individual can easily add services online, there is no way to decrease services online. The only option is talk to a representative on the phone or physically show up at one of the stores. My husband and I spent 2 hours on the phone this afternoon telling the rep we only wanted standard tv, phone, basic internet, and box/dvr rental. Originally the rep quoted me a price of $89.00 (before taxes and fees), but then he put me on hold for 35 minutes. When he came back, my husband spoke with him. At that point, the rep said the price would be a total of $120.00 with taxes and fees and we would have all the same channels and internet speed that we currently have. My husband explained we want to decrease service - there's no need to have that many channels nor is there a need to have turbo speed internet. My husband was put on hold. When the rep returned, he told my husband he was having a hard time making any changes because we had purchased and installed our own modem today. I stopped at the Time Warner store earlier in the day to pick up a splitter for the new modem and I asked the rep about decreasing services. He just said there wasn't anything cheaper I could do - a lie. On previous occasions, I called Time Warner asking if there was a way to decrease my bill by decreasing services. They always give me the runaround and just tell me I have the best bundle price.Desired Settlement: I want my bill decreased. I want to easily go online and choose my services with prices listed.

Business

Response:

February 19, 2015

Time Warner Cable is absolutely THE WORST!! Constant dropped internet connections and cable channel outages! I keep paying extra to boost my internet connections and speeds yet there are still parts of my house that don't get any internet coverage and all they say is 'it depends on what your house is made of." Really!? My house is made of the same thing everyone else's house is made of! I can't wait for my area to get Fios for TV so I'll never deal with TW again!

Review: about a year ago we purchased the Time Warner Intelligent Homes I think I was the second customer to received this service in my Area. The Intelligent Homes system has did work properly I contacted Time Warner on numerous occassions in which Time Warner responded by sending a Technician out to repair the problem this issue continued for a year straight they came out got it back up and running and no sooner the technician left it went right back down again we paid over one thousand dollars for the equipment and thirty three dollars a month for the services in which was often a credited back due to equipment failure so finally we gave up hope decided we could no longer continue to keep the defected services so we canceled the service I was told at first that we would have to pay a termination fee because their equipment failure but after arguing with the customer representative he then told us that the funds for the equipment would be returned and order the Technician that was present at our residence to removed the equipment in which he did this was over two months ago and I am still getting billed for the equipment and also the service in which I no longer have also I have not received a refund that I was told I would received not even a credit towards my bill which I would have taken and continued with the other services that I have which includes cable high speed internet and a land lineDesired Settlement: I would like to be refunded for the equipment that was removed from my property in which I paid for in a check from Time Warner sent to my mailing address @ [redacted] thank you in advance !

Business

Response:

May 28, 2014

Review: Very bad service. Tech was out line from pole to house bad temp put line on ground to house on 4 26 16. Said in one week they would be back to istall new line. Contacted twice now since then. Told me they won't be here until 5 31 16 Very unexceptible. I have kids in my yard. Do not need line on ground for them to trip on. I need them to repair nowDesired Settlement: Finish the job this week

Business

Response:

After reviewing Mr. [redacted] complaint we engaged the local technical operations team to have the issue with the line in his yard addressed. On 5/11/16 we received confirmation this was completed. We spoke with Mr. [redacted] on 5/12/16 and confirmed the issue has been resolved to his satisfaction.