Time Warner Cable

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

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.

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: 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:

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!

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

Review: I phoned into Warner merely because my wireless phone would go to driving mood only when entering my driveway and connecting back to my house server.. This has been an ongoing issue for over two weeks. When I would enter my driveway my phone would automatically go into hands free driving mood. I originally assumed it was an att issue and naturally I contacted att and complained. They did all their necessary procedures. Citing it was not a phone issue but they were sending me a warranty new phone to a Pease me. On Thursday when I pulled into my driveway for the first time I actually had the phone in my hand and saw the error message and it cited your server is unstable connection please check connection or contact your provider. Seeing this message for the very first time. I then contacted time warner. To explain the issue and to see if in fact the problem did lye in a server malfunction because this had just started for two weeks and there had not been a prior issue of this nature with connections of any type. I my new phone had arrived the same day but wanting to first make sure where the issue lied. The gentleman came on because I am considered a signature type of customers I explained the issue and also explained that I had contacted att and wanted to make sure before I returned a phone which was not having issues let's make sure if in fact it is or isn't some type of server issue. The gentleman cited information that this could be and check citing that it could be interference with a channel and possibly a fix by changing channels and this should fix the issue. He then cited he would give me a return phone call the next day and send someone out if not fixed. He did not.Desired Settlement: I phoned because no return call and when I phoned into time Warner no notes on issue noted and when trying to explain the new man seemed unconcerned and assumed it was my phone in which I went on and did the replaced the new phone would not allow whatever is going on with my server to reflect by when connecting citing a system error and won't allow it to control the phone. So the new person just kept saying I can send someone out but they will charge you if it's not your modem. Because I stated it might be modem he ran with it. Excuse me if I knew what was actually going on I would be able to explain. Why tell a customer if you feel something is wrong with your cable service to call into them. I have had several issues and it always seem I have to do extreme to get what I am paying for on time each and every month. I do not bother a company unless there is an issue would they rather I try fixing myself. I am 61 years of age and this is my enjoyment but at what cost of always having to complain and get things okay taken care of. Just getting tired. Something is going on I don't know what.

Business

Response:

Thursday, February 13, 2014

Revdex.com of Wisconsin

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 2/10/2014, regarding the concerns of:

[redacted]

[redacted]

[redacted]

Thank you for bringing Ms. [redacted]’s concerns to our attention. I telephoned Ms. [redacted] February 12 and apologized for the problem she was having with her wireless phone going into hands free driving mode as soon as she would drive into her driveway. When she had called customer service on February 6, an initial fix for the problem (changing the channel on the Time Warner Cable router) was done. But that did not solve the problem, and the agent who had changed the channel did not follow up on the fix as he had promised to do. I apologized to her for this.

The wireless phone would still go into driving mode as soon as she drove into the driveway, even when she got a new wireless phone from AT&T. She is a Time Warner Cable Signature Home customer, so on February 12, I referred her to Signature Home customer service (she had not been given their number before). She called Signature Home and described the problem. Signature Home set up a service call for the afternoon of February 12.

Our technician diagnosed the problem as an “App problem” that Ms. [redacted] would not have known about, and made the appropriate adjustments on the equipment used for the Signature Home WiFi service and telephone service.

When I telephoned Ms. [redacted] today to follow up on the service call, she said that her service is again working the way that it should, and that she is satisfied.

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

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: I filed chapter 13 bankruptcy in October 2013, November 2013 I called to get cable through Time Warner, they were not aware of the bankruptcy so I provided the case information and the gentleman on the phone said I can set up service. I was not ready yet but today I called to obtain service and the woman I talked to on the phone said I would have service with in 24hrs I just have to go to the store at [redacted] and get the box which I did not understand, I wanted the cable without the box. Anyways, I got to the store and the CSR stated I have an $1,100.00 bill for equipment from back in February 2009. I KNOW I returned the modem and box and tons of cables. I was never told this before. Now I am being denied service. They had already taken payment for the first month of service out of my account.Desired Settlement: I want the opportunity to have service being this issue was under bankruptcy and over 5yrs ago.

Business

Response:

Monday, March 17, 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 3/06/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have attempted to contact [redacted] on several occasions without success. Unfortunately, we are not able to install [redacted] with cable services until the balance on the acct is paid in full. [redacted] was previously advised that Time Warner Cable was not included in the bankruptcy that she provided us with. I show that there is outstanding equipment that remains on her account which would not have been included in the bankruptcy. Unless [redacted] can provide Time Warner Cable with proof of bankruptcy for this account the balance will remain at $1547.40 with the equipment charges $ 372.40 once equipment is returned. [redacted] will have to provide a receipt showing equipment was returned as we have no record of any equipment ever being returned.

I show that we have an active customer at the above listed address with the same last name.

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

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

Sincerely,

Time Warner Cable - Wisconsin

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: 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: 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: 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: 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: 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: TWC offered me a reward card in May when I switched my phone services to them from AT&T. I've been going round and round with them as I can't register with the reward site because they STILL didn't send me a redemption code I need to register! Today they emailed me saying "here's your redemption code... ". And that was it. They didn't list any redemption code in the email message! I cannot get a reward card until I register but they will not give me a redemption code? I have given up. I report to you now that their reward program is false advertising. Also, we do not receive NBC programming which is advertised in their lineup.Desired Settlement: I want the reward card they advertised AND a check for missed days of NBC programming. Mrs. [redacted] (account is in my husband [redacted],s name

Business

Response:

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 8/12/2013, regarding the concerns of:

I contacted Mrs. [redacted] on 8/13/13 regarding the problem she was having with trying to register her

account for a $100 Visa Reward Gift Card she was supposed to receive for upgrading her services and

her request for a credit adjustment, due to the loss of NBC programming.

Our Gift Card Escalation Department was notified on 8/13/13 and Mrs. [redacted] has been put on a list to

receive her $100 Visa Reward Gift Card. The card may take up to 6 weeks to receive.

Mrs. [redacted] was informed of this information. I also explained to her that at this time no credit

adjustments will be applied to customer's accounts due to the loss of NBC programming. Negotiations

are still ongoing .

. Time Warner Cable apologizes for any inconvenience that Mrs. [redacted] has experienced.

If Mrs. [redacted] needs further assistance she should 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 7 AM and 4 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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 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: 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: 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: 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

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