Time Warner Cable

Review: My bill was sent to collections and shows on my credit report. I have paid the bill and time Warner has not updated my credit report as paid. I have contacted them, but all they do is transfer me from customer care to payment services to credit services and back again, while all the representatives say they cannot help me and must transfer me.Desired Settlement: I would like Time Warner to update my credit report to show my debt as paid in full.

Business

Response:

September 28, 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 September 17, 2013, regarding the concerns of:

Thank you for providing us with the opportunity to address Mr [redacted]'s collections concerns regarding his Time Warner Cable account at:

Our records indicate that Mr [redacted]'s account was disconnected effective 05/18/2011 and had an unpaid balance of $275.29 for services

that were received but not paid for through that date,

Because he was leasing a cable box and modem that were not returned at that time, Mr. [redacted] was also assessed unreturned equipment

fees in the amount of $575.00, bringing the total balance due for the account to $850.29,

Mr. [redacted] did not return the equipment to one of our payment center locations until 08/20/13, He also made a payment of $275.29 at the same time instead of paying the collection agency directly.

As discussed with Mr. [redacted] when a payment is made to Time Warner Cable instead of the collection agency, it can take approximately

60 days for the information to reach the collection agency and be forwarded by them to the credit bureau(s),

We also discussed that there were two agencies that had reported the debt. Mr. [redacted]'s account was placed with the 1st agency shortly

after his account was disconnected and after one year, because the debt remained unpaid, the account was turned over to a 2nd placement agency. Our collections department has stated that the first contact agency has deleted the account from the credit report. The second agency should also do so within approximately 60 days after the payment was received, which would be on or around 10/19/2013.

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 ###-###-####.

Sincerely,

Consumer Contact Specialist

Review: On Tuesday, September 10th I called Time Warner Cable to order new cable service. They are the only provider available in my apartment complex. I called ###-###-#### at 5:43 pm, and spoke with a male. After a 23 minute conversation, I was promised the following services:

-15 mbps internet service

-Digital Cable in 3 rooms, with 2 boxes, at least 1 of which is a DVR box.

-Promised price: $89.99 per month

-No money down

The installer arrived on Thursday September 12th with a work order for service in 1 room, with the internet and 1 box. He also demanded $89.99 down with him that day. I was at work, but my wife was present. My wife called me at work, and explained the situation. They ironed out the no money down part. However, I was not given the second box, and the box I was given was not DVR. I was given service in 2 rooms, not 3. And I spoke with the installer on the phone. He talked down to me, saying he had "done this for 10 years" and basically that I was wrong. I told him I wanted his office phone to speak with his superiors. He first said he did not have it, even though he had just called it himself. Then he said he would leave it with my wife when he left. He did not. That was my first horrible customer service experience.

I attempted to call Time Warner Cable's customer service departments several times, with an average hold time of over seven minutes without speaking to a live person. After 2 such calls on Thursday and Friday, on Saturday September 14th I went to the Kenosha, WI location of Time Warner Cable, located at [redacted]. I waited patiently in line, and was very polite. The man I spoke with told me there was absolutely nothing he could do for me. The price of $89.99 I was told was apparently not worth what I was asking. He did not attempt to connect me with a manager, or offer me any phone numbers that could help. It took all of 1 minute. I then simply asked how to disconnect my service. He told me to bring in the box and modem to their location and it would be shut off. He actually seemed more than happy to have that outcome, in my opinion. That was my second horrible customer service experience.

On Saturday September 14th, immediately upon leaving, I called Time Warner Cable's customer service department at ###-###-####, at 10:49 am. I spoke with someone (and was on hold for various times) for about 30 minutes. He told me that he would ensure that my recorded call from Tuesday September 10th was pulled and reviewed, then I would receive a call back some time between Saturday and today, Tuesday September 17th.

I waited patiently, but received no response. On Tuesday September 17th at 3:58 pm, I called ###-###-#### again. I first spoke with a female, who said that she would look into the matter. Then a male named [redacted] (I believe) got on the phone, and identified himself as a member of the "leadership team." He then told me that the "email" that referenced my call being pulled was missing, and there was no call recording to be reviewed. The person I spoke with on Saturday specifically told me that he sent the request necessary while I was on the phone. I then explained the nature of my problem to him. After a 20 minute conversation with frequent holds and silence, I was told then that he could give me what I was asking for, but it would cost approximately $125/month after taxes. Beyond angry and dissatisfied, I ended that call.Desired Settlement: I want the services I was promised, under the terms I originally agreed to. I want record to be made of how Time Warner has attempted to surreptitiously give me less for my money. I also believe they may be covering up the actual promises made in my call by saying the phantom email never existed, and then telling me they can give what I asked for at a higher price. But quite frankly, the one thing that I would really love is a different cable provider option. Unfortunately I cannot get that where I live. So I am stuck with this company, for which I have no appreciation or trust. They have had issues with local television programming in my area, and are losing customers all of the time. Instead of competing in the market and valuing their customers in response to this, I get treated this way in the first week of my service.

Business

Response:

Sunday, October 6, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 9/18/2013, regarding the concerns of:

I contacted Mr. [redacted] regarding his concern with a pricing quote he was given when he contacted

Time Warner Cable on 9/10/13 to establish new service. Mr. [redacted] was promised a monthly rate

of $89.99 per month before tax for Digital Cable Service, Standard Internet Service and (2) DVR Cable

Boxes.

Mr. [redacted] was installed with Digital Cable Service on (1) HD Cable Box and Standard Internet

Service on 9/12/13.

An appointment was scheduled with Mr. [redacted] for 10/5/13 to exchange the HD Cable Box for (2)

HD DVR Cable Boxes. Promotional discounts were added to Mr. [redacted]'s account to bring his

monthly rate to $78.90 before tax and $85.64 with tax. These rates were back dated to 9/12/13.

An Installation fee of $16.52 from 9/12/13 and an Installation Fee of $44.15 from 10/5/13 have both

been removed from Mr. [redacted]'s account. His current account balance due on 10/2/13 is $91.35,

this includes a movie purchase titled *This is the End*.

If Mr. [redacted] needs further assistance he 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,

Time Warner Cable - Wisconsin

Review: Years and years ago we had Time Warner Cable. A few years later, we upgraded and got a DVR. When that technician came to replace the boxes, he took my old box. When I moved to [redacted] last year, TWC claimed I had two boxes and I was charged bw/ 300 and 400 for the “missing” box.

TWC and I went in circles about this – finally I called one day and spoke to someone in “sales.” I asked if I wanted to set up service and have two boxes, would I be charged monthly for those boxes. They said yes. I asked to be transferred to the “service” department and explained once again that I never had two boxes and that their sales rep just told me I would have been billed monthly for that box had I had two. I told them to check my bills and see that I never was charged for two boxes.

They finally indicated they would reverse the charge – including the one that was sent to my credit report as a “major delinquency.” I followed up with them for months and months and they told me it could take up to 3 months to fix. When it finally WAS reported to the credit bureau, they indicated the balance was “paid in full.” So, now it’s still on my credit report as a major delinquency that has been “paid,” instead of something I never owed.

This has not been my first AWFUL experience with Time Warner Cable. I can estimate that I have spent over a week's worth of work time on this issue over the course of year. According to my current salary, that is over $1000 worth of my time and the problem was fixed- but in a way that still indicates Time Warner Cable did "something right" and I was still in the wrong in creditor's eyes.Desired Settlement: I want the correct information reported to the credit bureaus

Business

Response:

Hello,

Review: Time Warner Cable took off WTMJ-4 because both companies were being greedy. Now Time Warner will not honor the letter I sent to them in July, 2013 regarding Wisconsin Statute 100.209(2)-Video Programming Service Subscriber Rights. I have requested 1 day of service credit for each day the channel was interruped from July 25th to September 20th.Desired Settlement: I want my bill credited.

Business

Response:

Review: My time warner cable internet bill became to high so in early september 2013 I talked to my roommate for her to open a time warner internet account. she called and said that they were going to open an account and that I would have to close mine. I called and was notified that the rep who talked to my roommate actually moved my address to an adjacent house so my roommate could open her account at the house we live in. the rep said she noted the problem, I requested to have my services terminated-she confirmed that she would. (sept 16). She noted that the previous rep had violated there own internal policy by moving address without authorization. I asked if we would have to turn in the modem box-she said no, that the house we live in and the internet was on my roommates name and that modem could stay in place. we received our internet for three months and my roommate was notified that the 'equipment' on her account did not match up. she called tech support and they said her account looked fine. I checked my account and it was not shut down it was incurring charges at an address that I do not live at- I have not moved.Desired Settlement: for charges after September 16th to be cleared and dropped- on September 16th 2013 I requested termination of services which I am legally allowed to do per my account agreement through Time Warner.

Consumer

Response:

Desired outcome; for charges after September 16th to be cleared and

dropped- on September 16th 2013 I requested termination of services

which I am legally allowed to do per my account agreement through Time

Warner.

Business

Response:

Good morning,

I was able to speak with Mr. [redacted] regarding his billing and service issues he was having. He informed me that he originally called to disconnect his services with us. The day he called to setup this order he informed the agent that his roommate was going to get services at the same address only under her name. Mr. [redacted]'s roommate called to setup services in her name and the agent entered a transfer of service for Mr. [redacted]'s name and account instead of just scheduling a new service for her. Mr. [redacted]'s account that was to be disconnected was then moved to another address and billing began there in error. I informed him that I would get to the bottom of this and make all corrections needed.

I called Mr. [redacted] yesterday and had to leave him a message with the closing results of this issue. At this time his account at [redacted] is disconnected and has a zero balance. The address of [redacted] where he has never lived but, was transferred in error has been closed out and has a zero balance. He informed me that he owed for about 16 days of service. However, for the inconvenience I have waived any money owed for him. If he has any questions or concerns I left him my name and direct phone number to reach me at anytime.

Thank you,

Review: I scheduled a installation for internet online. My schedule date was for Sunday May 11th, I called Time warner the night before to confirm. I spoke with a young lady and she verbally confirmed that someone would be at my house between 10:00 Am and 11:00 Am the next morning. The next morning nobody showed up. I called Time warner and was transferred over and over. I was told that the lady I spoke with the night before had added service on to my order without permission, therefor delaying my install date. I explained over and over, that there was never any talk of adding service. I was told my original install slot was given away and that I would have to re schedule. after exressing how upset I was, I was told that they would put a ticket in and have someone come out that day to correct the problem. I was told to stay close to home for when they showed up. I cancelled mothers day plans and waited for someone from Time warner cable to come and nobody ever did. I called back again, after about 10 times being transferred I was told that they were sorry and that they were going top put a credit on my account for my first months bill. and that they could send someone out on Wednesday May 14th. as of 5 minuets ago I logged into my checking acct and see that Time warner Cable took out 100.0$ from my account for no reason. My montly billwas oonly suppose to be 64.00$ for the internet, and they has issued me a credit. I have not had any service installed because time warner cable never showed up. So why is money being taken out of my account?Desired Settlement: Because this was 100% a Time warner Cable Error and not mine. I want a proper Apology because the original girl I spoke to changed my order delaying my install date. I would like the phone conversation to be pulled and listened to where I called to confirm my apt. I would also like all of my money refunded, along with any over draft fees paid off as a result of this random transaction. I explained multiple times that I am using my data on my cell phone to use the internet because of this. I expect Time warner cable to pay any fees as a result of me going over my data usage. Had my internet been installed on the correct day, I would not have any of these problems, or run the risk of going over my data, not to mention I missed Mothers day plans with my Mom because I was told to wait for someone to come install my internet. I waited all day and nobody showed up I cant believe that the actions of one TWC employee who did not do their job right can affect everything else. I Literally wasted my entire Sunday.

Business

Response:

The services were installed on 5/14/14. A courtesy credit of $40.00 was applied to your account on 5/11/14. We credited the $14.95 installation charge as well. Unfortunately, we would not be able to reimburse any fees associated with your date usage or overage charges. We sincerely apologize for the inconvenience you experienced.

Consumer

Response:

Review: My mother based away. I called them on 5/1 to discontinue her service. I was given a work order # and told all was handled. I was aware there would be a partial payment due. On 5/21, I received a bill for two months of cable service and a late charge.

I called on 5/23, spoke with 4 different individuals. I was told [redacted] did not properly input the cancellation in the system and the cable had not be disconnected. I advised I wanted this done back on 5/1 when I originally called. I also asked to pay only the amount of service from April 23-May 1 when I called. I was told they could/would not reduce the bill until the service was disconnected. I have spent well over 2 hours on the phone with them trying to disconnect this service. on 5/22 I spoke with [redacted] in customer service to again request the cancellation. She put me through to [redacted] in billing, who transferred me to Antonicia in Retention who then put me through to [redacted] in Collections. I was told they could not adjust the account because the service still was not disconnected. Again, I requested this on 5/1. It is not my concern they did not handle on their end.Desired Settlement: I want the service disconnected and to only pay for the 8 days of service which were to be in effect $89.14/30 days or $23.77. An apology for how this has been handled would also be greatly appreciated. This is terrible customer service

Business

Response:

Thank you for the opportunity to respond to this complaint.

I have spoken with [redacted] and expressed my deepest sympathies in the loss of her mother. I know dealing with this billing issue must have been very frustrating in light of all that had happened.

I did zero out the balance on Ms. [redacted]'s account as a way of showing how very sorry we are that she has had to endure this additional stress.

Thank you.

Time Warner Cable

Review: .After making various requests to cancel service, the associate several time placed my on extended holds, only to come back and state that they were going to offer a new and lower rate for my current service. Associate would not simply comply with my request to cancel service. In total it was a 25 minute conversation to complete a VERY simple task.Desired Settlement: wasted nearly a half hour of my time for something that only took her 2 minutes to complete. A credit to my last months bill would be great.

Business

Response:

After reviewing this complaint, Mr. [redacted] was contacted on 6/15. Although our representatives are trained to retain our customers, we have apologized that this made it difficult for Mr. [redacted] to complete this disconnection request. The disconnection order was entered on the account but scheduled to complete for a different day, however we have this corrected and the account’s billing has been stopped. This prompted pro-rated amounts, leaving a credit of $67.11 on the account as of today. Mr. [redacted] stated he would return the equipment to a local lobby and he understands that it is possible he may receive a final bill that reflects a higher amount until the equipment is taken off of the account. He understands that a refund check of $67.11 will be processed and should be received in 4-6 weeks.

Review: I was receiving internet service with TWC. On June 27th a search warrant was issued for my address. The Racine police department compensated my internet equipment. I notified TWC explaining that this situation had nothing to do with me. It was a result of someone connecting to my internet via WIFI. I explained that I would like my internet service cancelled for the time being. I also asked what I should do about the equipment so I dont get charged. I was told to bring a copy of the Search Warrant to my local TWC store in Racine WI 53406 on Durand AVE. I Brought the warrant in and they made a photo copy. I was told that this would be settled and I would not receive a charge for the equipment. Recently I was contacted by a collection agency trying to collect the balance for the internet equipment from TWC. I explained the situation to them and explained I dont want this to hit my credit report. I was then put on hold and hung up on.Desired Settlement: I am still unsure what the clear answer is regarding this situation. I was under the impression that with the proof of search warrant, with The Racine police department having the equipment that I was not at fault or responsible for this charge. I would kindly ask that not have to pay for this equipment, because it had nothing to do with me and was out of my control. I also kindly ask that in the event I still am responsible for it that I have proper time to pay for it before it is turned to collections. I have not received any statements via mail or email with a balance on it. I just received the debt collector calls.

Business

Response:

Please fax a copy of the police report to [redacted]. We will review your account and respond with what we can do in this matter. We apologize for any inconveniences.

Review: Every year I call the retention Dept. to see what promotions are available & to get my new monthly rate for the next 12 months. On 1/16/16 I spoke w/[redacted] in Milwaukee, WI. He said my new rate until 1/16/17 would be a total of $116.91 for all of the services I have had and that nothing would change. My new bill came and it was not what [redacted] told me- the new rate was $130.94. I called on 2/17/16 and spoke w/[redacted] in Cincinnati. OH & Aaron in WI. I was told "that a bunch of bundled discounts expired that [redacted] in Milwaukee must not have seen & that they don't know how or why he quoted $116.91. Bottom line they refused to honor what [redacted] had said. They said a supervisor would call me on my cell by the end of the day. That never happened. On 2/18/16 I called & spoke w/[redacted] in GA & her supervisor, [redacted] (also in GA). They said the best they could do would be a base rate of $111.71 and a total monthly rate of $122.57 after taxes stating that everything we have had the previous 12 months would remain the same. The next day our access to Starz was removed. I called today,2/28/16 & spoke w/[redacted] a supervisor in Columbia, SC. He said that he couldn't see in [redacted]'s note what was included in her base quote of $111.71 and was guessing that Starz wasn't included/ He said he would call me back within 24 hours.

Bottom line-Time warner Cable makes it extremely difficult to do business with. I have spent hours on the phone dealing with them never getting the same story twice, not honoring their words and constantly trying to renegotiate. It is tremendously time consuming and mentally draining. They should honor what their representatives quote their customers.Desired Settlement: I would like for them to honor what their representatives have quoted me w/o further hassle.

Business

Response:

March 1, 2016

RE: [redacted]

Complaint # [redacted]

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter.

Per Mr. [redacted] complaint he was informed on 1/16/16 that his monthly rate would increase roughly $3 making it $116.91 for the next 12 months. The rep failed to review Mr. [redacted] account accurately making sure that if there were multiple promotions on his account, as there were, to provide a rate that would reflect what the account would go to once they expired. No doubt when possible, TWC will try to honor what is conveyed to a customer, but unfortunately, at this time TWC did not have any promotions available that will allow us to do such in this case. The rep that Mr. [redacted] spoke with on 2/18/16 promised a monthly rate of $122.57 but failed to indicate that she was only able to provide that rate by removing his Starz premium package.

On 2/29/16 we were able to come close to honoring the second rate and still include the Starz package. Mr. [redacted] was informed that the Starz channels were added back to his account on 2/29/16 at the monthly rate of $120.35 post tax. We did go over his current package and promotions and Mr. [redacted] is aware that he has a specific promotion that will expire on 3/16/16 and on 9/16/16.

We regret any inconvenience this may have caused Mr. [redacted]. Thank you for the opportunity to respond to this inquiry.

Sincerely,

Customer Escalation Specialist

Time Warner Cable Kansas City

We moved in May and switched our services. We have internet and phone service. The voice mail worked for a few weeks and then stopped working. I did not realize it until recently when someone stated they could not leave a message. I then realized it has not been working since probably June. Keep in mind that we have been paying for this service. I have called 3 times over the last couple of weeks to get this fixed. When I call no one can seem to fix the issue and all 3 techs have told me "I will call you back". Guess what no one has called back yet! I would not recommend them for anything.

Twc is awful the service is good WHEN they have it. They are always down with service and we pay for 30mb when we only get 20. They have terrible customer service. The people on the phone know nothing all they tell you is to unplug the router and plug it back in. Over all very horrible service and until we get competition the service will never be good.

Review: I had Time Warner Signature service installed in 8/2013 under the promotion that I would receive a $500 Visa gift card for doing so and maintaining service for at least 90 days. Apparently a post card with a promotion code was supposed to be sent to me shortly after installation, which I never received. After maintaining service for 90 days and not receiving my gift card, I called Time Warner. They informed me that the promotion will not be honored since I did not redeem my promotion code in the specified window (I believe 2-4 weeks). I mentioned that I never received the promotion code to begin with - they said they would look into it and get back to me within 1-2 business days. It has been over one week and I have not received any contact from them.

The whole scenario raises the possibility of a scam to me since they could have not sent the promotion code in the first place on purpose so that they would not have to honor the promotion they advertised since by the time customers maintain service for the specified 90 days, it is well beyond the time frame for redemption.Desired Settlement: $500 Visa gift card as previously promised or $500 service credit.

Business

Response:

Good morning,

Review: I have durable power of attorney for my Mother who is a subscriber of TWC. Mom is incapacitated and cannot move or speak. I am trying to shut off her service AND pay her balance. (I overlooked her cable service and she now owes for 2 months). She no longer lives in her home as she needs full care around the clock. I have spent hours on the phone with TWC billing, customer service, moving service, etc and I am unable to CANCEL her service because her account is PIN protected even though I am her true and lawful POA as of April 18, 2014. I did not expect to be able to facilitate cancelling over the phone, but expected to be given an address/ dept. within TWC. Instead they want me to go to her Local TWC Store show my documents AND then call them back to try and get them to cancel her account. I work full time and spend my nights/weekends with my Mom. My Mom is dying and I have a husband and family and our 3yr old grandson lives part-time with us. I am overwhelmed with all of our responsibilities and simply do not have time to physically walk into and wait to be helped only to then have to again call their toll-free customer service phone number. Someone, somewhere within TWC should be able to assist me without my having to go somewhere. No other agency has been as unhelpful as TWC during this difficult time; not the IRS, not her mortgage holder, not her bank, not her long-term care insurance carrier, nor Social Security Administration. I am very willing to pay the balance owed, but MUST be able to close the account to prevent the monthly subscription fee from continuing to accrue.Desired Settlement: As Durable Power of Attorney, I would like to close Mom's TWC account so as not to accrue further fees and I'll pay her 2 month balance. I don't want to have wait til TWC closes her account for non-payment AND then pay her indebtedness.

Business

Response:

May 15, 2014

Review: September 6, 2014 I contacted Time Warner Cable via chat feature available from my account. I spoke with [redacted] who eagerly wanted to assist me. I asked for a movie package to see if any promos were available to me (I am a loyal customer to Time Warner Cable). During our interaction he offered to re-bundle the services and lower my monthly cost. Please see the below chat details that I saved upon completion of the chat:

You: alright, please help out as much as you can. I would like that

[redacted]: And it also comes with a Digital Home Phone that have unlimited nationwide phone service where in you can call anyone, anywhere and anytime within the US, Canada, Puerto Rico and Mexico.

You: oh, I do not need the phone service [redacted]: I understand. You can take it off after two week of from now if you don't want the home phone service. It will just be necessary for you to get the the promo. You are not under any contract anyway, so removing it will not compromise any of your current services.

[redacted]: If you get this, your month rate will go down to 98.23/month after tax.

[redacted]: It's like getting more value to your hard worked money, and savings too.

You: what would happen after 2 weeks?

[redacted]: You will be under the promo I mentioned.

You: for how long

[redacted]: For 12 months.

You: even if I remove the phone service in 2 weeks?

[redacted]: Yes. Exaclty.

[redacted]: What do you say?

[redacted]: Isn't it a good deal?

You: so, I am not going to install the phone but I can utlize the bundle - I do not need to have a phone number established. is it possible

[redacted]: Correct. And also, 2 weeks is enough time for you to decide if you really don't need the Home Phone service since we are providing reliable calling features that you mobile phone may not be able to provide at some times.Desired Settlement: When I called and cancelled the phone service in 2 weeks none of the representatives saw any notes or could provide me with the promised cost. I think the company should honor 98.23/month after tax as it was clearly indicated by [redacted]. I would not have gone through useless efforts to set up the phone and cancel.

Business

Response:

Upon receiving this complaint, we have tried to contact Mr. [redacted]. Unfortunately, he was unreachable at the telephone number we have on file. We have sent a letter to him verifying all changes that were made. We have retrieved the online chat transcript this complaint originated from and have confirmed the quoted price that was given to the customer. That price was $98.23 per month before taxes and that would take effect on September 06th, 2014. We have re-bundled the account and backdated to the appropriate date with a monthly charge of $93.22 before tax. This promotional pricing will expire in one year. Time Warner Cable considers this matter closed.

Review: I am a disabled individual who qualifies for an exemption from being charged for use of 411 directory assistance calls. Bellow has all started with my Billings for Sept and Oct. 2015 Just for your info. , I have cont. to pay my regular monthly services ($82. 70) charges, on time for my cable/phone.

I have sent in the needed paperwork 3 times, The 1st time, was on Oct. 11/12, 2015. I was told by a cust. svr. rep. it would take 7-10 business days. That customer ser. rep., I found out gave me the wrong mailing address. I found the previous out, when I called back in on Oct. 18/19,2015 (in the early morning hrs. to check the status of my request)

So, I re-mailed needed paperwork on Oct. 19, 2015 to the correct mailing address. 1015 Olentangy River Rd. Columbus, OH 43215 ; attn. 411 Exemption Code Admin. Again, was told 7-10 business days. Oct. 30, 2015 I again called to check billing/status. Still no exemption code applied to my acct. (they did wave late fees, but I had to push for it a number of times w/different reps.) I asked if I could go into a local store and have the documents faxed in to Columbus. I was told yes, and that might help the process. So, I went into the Appleton, WI store outlet (133 Mall Dr.) expecting it to be faxed. This was on Nov. 3, 2015. And, found out it could not be. So, they, TW Cable offered and mailed it out a 3rd. time. (from the Appleton store location. Needless to say, by this time inside I was quite angry. I left the store and called cust. ser., yet again! this time was told about 20 days. (7 to 10 bus. days for mailing) & (7 to 10 bus. days for processing) once received. I was told this by 2 different reps ; 1 Nov. 3, 2015 and 1 on Nov. 4, 2015. I was told to check back again around Nov. 20th.Desired Settlement: Continued billing adjustments, when needed. And, to finally have the appropriate exemption code placed on my acct.

Business

Response:

November 6, 2015[redacted]Revdex.com

of Wisconsin10019

W. Greenfield Ave.Milwaukee,

WI 53124 RE: Customer: [redacted] Case

ID: [redacted]Dear Ms. [redacted]Time

Warner Cable (“TWC”) has investigated the subject complaint, and we describe

below the current status of this matter regarding [redacted] complaint.Time

Warner Cable has reviewed Mr. [redacted] account and has found that Mr.

[redacted] has generated $311.96 in Directory Assistance/ 411 calls since

August 2015. TWC has also confirmed that he was credited a total of $334.27 for

these calls due to the issue with not receiving his 411 exemption form. Currently

Mr. [redacted]’s account has a credit balance of $22.87 and all credits

will be reflected on his next monthly statement set to generate on 11/26/2015.

Additionally, our office has confirmed that we received his exemption form on

11/6/2015 and the proper coding has been placed on his account and he will no

longer incur any additional Directory assistance calls after 11/6/2015.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 expected and deserved to our customers. We have completed our

investigation of this matter and consider it closed. Sincerely,

Consumer

Response:

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

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

Regards,

Review: I called Time Warner on July 15th inquire why my auto pay hadn't been going through and if I could set up an arrangement. I also requested that the autopay be cancelled so I could manually make my payments to ensure they received them. I was advised that the autopay was cancelled and I needed to pay my bill by August 15th. I made the payments for a total of $500.00 on August 14th as I was instructed. The next day on August 15th I found out Time Warner put a hold on my debit card for an additional $705.24. I called and requested them to cancel the pending transaction. They said they couldn't and that they would send me a check for a refund in 4-6 weeks for $500.00 which was the 705 minus the next months bill. I advised this was unacceptable and an inconvenience because I'm having major surgery on September 4th, I have no physical bank to cash a check and the money they took was to be used to buy school clothes and supplies for my son. I cannot afford to wait 4-6 weeks for a check.Desired Settlement: I just want them to reverse the auto debit and send my credit back to me within 7-10 days.

Business

Response:

Wednesday, August 21, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 8/16/2013, regarding the concerns of:

I contacted Mr. [redacted] on 8/19/13 and 8/20/13 regarding his concern with the length of time he was

told it would take to receive his refund of $500 back on to his debit card.

I left a message for Mr. [redacted] to advise him that the $500 would be credited back to his debit card

within 3-5 business days. We apologize for any inconvenience to Mr. [redacted].

Mr. [redacted] has not returned my phone calls.

If Mr. [redacted] needs further assistance he 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: I called to set up installation for internet/phone/cable with Time Warner Cable on 06/05/13. Upon installation a wire was placed in our backyard about 10 feet from my kids play set. They explained that they would come back and bury it in a few days. On June 14th I called TWC when I was receiving a very low signal in my garage that is one room away from the wireless router. TWC walked me through changing my wifi settings and had me go out and purchase a wifi extender and said that should solve my problems. On June 22nd I called TWC again when I was unable to receive a wifi signal in my living room, two indoor rooms away from the router. They walked me through again how to change my settings on my wifi. When this did not work again I called another provider and set up installation with them on June 27, 2013. I immediately called TWC and told them that I would like to cancel my services. We jointly agreed that they would be disconnected on 6/28/13 to make sure I was not without service. A service appointment was made for 6/28/13 to remove the cable wire that still laid on my grass in the backyard, they never came to bury it. When I cancelled the services, they explained that they would send me boxed in the mail to return the equipment. The rep also explained that since I was unhappy with my services and that I had service for only 23 day, they would refund the entire amount that they made me prepay, $179.50. This amount was paid on check [redacted]. On 6/27/13 my home phone number was portaled over to the new provider. On 6/28/13 the cable wire was removed from my back yard. Around 7/15/13 I called to check the status of my refund which had not hit my bank account yet. I was then told that my services were never cancelled. I told them that they were cancelled on 6/28 and the service order was placed to remove the wire in my yard. They agreed with what I said and told me that they would send me my entire refund. On 8/12/13 I called and talked to [redacted] (sp?). After explaining the entire story again and arguing with her that my cancellation date was 6/28/13 and not 7/15/13. She issued ticket #[redacted] indicating I would like my full refund and that I would like it in 2-3 business day credited to my credit card. Today on 8/29/13, I called back to TWC. I spoke with [redacted]. She looked at the ticket and advised me a refund was issued for $4.79. I had to go through the entire story AGAIN. Letting her know everything, it actually helped me recount it all for writing this while I was on the phone with her. The final response I got from [redacted] was that there was nothing else she could do. I was outside the 30 day policy. I asked several times for a supervisor and she said there was no one for me to talk to. I advised her that I was contacting the Revdex.com about this, that they had stole my money since I only had 23 days of service and they made me prepay for 30. She insisted that there was no one. I insisted I wanted to talk to her supervisor. She provoked me to yelling and using unkind words. Finally she said she would connect me with her Supervisor. At one point in time she indicated that her supervisor was a man when she said "he" and then referred to a woman and called her [redacted]. I asked which it was, a man or a woman. After long holds and [redacted] still trying to debate me I finally put on the phone with [redacted] on the escalation Team. Within 10 minutes [redacted] fully apologized. She asked if I was ever offered a technician to come out at look at our wifi problems, which I responded "no" to. She said if she would have known about this from the very beginning when there was an issue, we could have avoided all this. I laughed since [redacted] told me that it was what it was and that no one could help. [redacted] did some sort of calculation and said a refund will be coming to me in 4-6 weeks (another month of waiting) and the amount was $198.18, I told her I only paid $179.50 and that was all I was expecting. She said she will leave it at what she calc'd and see what the other calc'd out. She provided me with her direct phone number and explained that she is out of the office tomorrow and Saturday but will be in the office on Sunday and Monday and if she hears anything she will give me a call. Wifi that does not extend throughout a 2500 sq ft ranch home, a wire extending over a half acre back yard for 23 day and then numerous calls to receive my money back...who knows if I will still have it in 4-6 weeks.Desired Settlement: $179.50 back in my bank account the payment for my wifi extender and time spent on the phone would be great too, but I would just like my $179.50 back and let everyone know how horrible their customer service is (along with. wifi service)

Business

Response:

Tuesday, September 3, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 8/30/13, regarding the concerns of:

I contacted Ms, [redacted] on 9/1/13 and 9/3/13, A message was left on each occasion to inform Ms.

[redacted] that a refund in the amount of $198.18 was processed on her account on 8/30/13.

Ms. [redacted] has not returned my phone calls.

The refund will be applied to her Visa credit card within 3-5 business days from the day it processed.

Ms. [redacted]'s account was closed on 7/15/13 and all of her equipment was returned on 7/15/13.

If [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,

Time Warner Cable - Wisconsin

Consumer

Response:

Review: On 7/5/13, I contacted Time Warner to inquire about internet service...During the conversation I explained to [redacted] that I was looking for a high speed internet and a modem that would accommodate a wireless router capability based on what we currently was using....[redacted] assured me that Time Warner could meet my needs...Based on that, I ultimately, signed up for services by phone and paid by $42.22 for Internet services...Later that evening, I went to a local Time Warner store and picked up my equipment. Once, I got home, I looked at the equipment and I thought to myself "This doesn't look like it has wireless router/modem capabilities...Later that evening I called Time Warner and the customer service rep agreed that I did not have the correct equipment based on what I explained to her.

On 7/8/13, I spoke to [redacted] who stated that I did have the right equipment and based on my inconvenience she would credit my account $10.00...[redacted] also stated on that a service technician was coming out to my home on 7/13/13, which I was not made aware of.

On 7/13/13, a Time Warner employee came out to my home and determined that the equipment that I had was not the correct modem for what I needed in my house...He then left. I then called Time Warner back...I spoke to [redacted] and I explained to her that I was informed by their service technician that I had the wrong equipment. I was then transferred to the technical support department and at that time I believe the gentleman's name was [redacted]...I explained to [redacted] that I did not get the correct internet equipment that I was told when I signed up for their service...I explained to him what my needs were in terms of the wireless router and he also agreed with me that I did not get the correct equipment. He then stated that he would have another technician come out and deliver me the correct equipment.

On 7/13/13, at approximately 3pm another Time Warner Technician came out to my home and determined that he could not connect the modem...He further explained that he was coming to my home to change out the "old" modem for another modem. He also stated that I needed a "Survey team" to come out to my home and access were they could possibly hook up my internet service. I stated to him that no-one told me that I had to do this...He stated that this should have been done before he came out.

On 7/14/13, I called Time Warner and I spoke to [redacted] and stated to her that based on the miscommunications and frustrations of this whole situation, I made a decision to cancel Internet services...She understood and stated that I would get a full refund of $42.22 because it was still within 30 days of service. I thanked her for her time and the call ended.

On 7/20/13, I returned all equipment back to the Time Warner store that I originally went to pick it up at. I received a receipt and I left.

On 7/27/13, I called Time Warner and spoke to a Deb which then transferred me to a [redacted] who acknowledged at that she saw notes on my account that there were a lot of problems...In addition, she stated that she would make the necessary adjustments and see that I get my full refund of $42.22 instead of the $28.07 and gave me the confirmation number of [redacted].

On 8/23/13, I received a check in the amount of $28.07 which is not the full refund amount of $42.22 which was what I originally was charged on 7/5/13...Time Warner still owes me a remaining balance of $14.15 which is the difference of $42.22.Desired Settlement: On 7/5/13, I spoke to [redacted] (Sales Rep), by phone who took my information and I was originally charged $42.22 and paid by check for Internet services. Since, then, I received a partial refund of $28.07 (check number: [redacted])...I want my remaining refund of $14.15 which is the difference of the $42.22 that I originally paid for services that was never rendered to me as promised.

Business

Response:

Monday, September 3, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],,

This letter is in response to your letter received 8/27/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

We at Time Warner Cable sincerely apologize for the problems that Ms. [redacted] experienced with the installation of internet service in her home. After listening to the telephone calls between Ms. [redacted] and Time Warner Cable, we can see that further clarification of what services and equipment she needed could have been done by Time Warner Cable.

In the original sales call on 7/5/2013, at about the 6 minute mark of the 26 minute call, our agent did ask Ms. [redacted] if she had her own wireless router with her [redacted] wireless internet service, and she did say that yes, she had her own router. This is an important consideration in our agent’s determining what service to offer the customer.

In the remaining 20 minutes of the call, we did not go back to double check that basic matter. We scheduled her for a self-installation of our Standard Internet (direct connection from one modem to one computer, with a maximum download speed of 15 megabits per second) service. Ms. [redacted] was very

courteous and friendly, and we went over several details about service and different ways of obtaining the equipment needed, but we did not go over the difference between a modem and a router with her.

Our agent’s understanding was that she or her husband would pick up a modem at our Mayfair store, and then take it home to connect it to her computer. As our agent believed that the [redacted]s already had their own wireless router, he believed they would then set up a wireless network between our modem, their main computer, their router and their other computers. To get their service active with Time Warner Cable, we would send out a technician to activate their cable line from the outside to their home.

We did not go over the need to create a network from the main modem and computer to the wireless router and the remaining computers. If we had, Ms. [redacted] might have been able to make a better decision to fit her needs.

When Ms. [redacted] picked up the modem and took it home, she quickly realized that it was not a wireless router, which is what she really needed.

When she contacted us about this problem, we then set up an installation of wireless internet service at her home. But when an installer went to the home to do the installation, he discovered that the [redacted]s have a finished basement in their home, and a survey would need to be done by Time Warner Cable to see how we could best do an installation in the finished basement. At this point, the [redacted]s decided to not go ahead with their plans to get Time Warner Cable internet service.

We apologize for not clarifying the [redacted]s’ situation in terms of needing a modem or a router in the original sales call. That led to us assuming that the start up of their Time Warner Cable internet service could be easily done. Better questioning and follow up in that original sales call may have helped us find out that a wireless router would need to be installed, and that their situation included having a finished basement.

The [redacted]’s request for a full refund of the $42.22 that they prepaid before installation is being worked on at this time. We have mailed them a refund check of $28.07, and the remaining $14.15 refund check has been approved and will reach them in about four weeks.

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 the hours of 9 AM and 6 PM, at ###-###-####. Also, a voice mail message can be left at any time.

Sincerely,

Review: Trying to upgrade my tv service.

today the cable guy came for the 3rd time.

again the wrong parts !

Time warner is complete *Word Rejected* !

I have never seen *Word Rejected* service in my life !

I have wasted hours of my time waiting for useless Time warner cable to fail once more at trying to serve a customer.

Complete *Word Rejected* !Desired Settlement: Finish the Job !

Get the *Word Rejected* parts and do the job correctly !

Follow up with your customers and OWN your projects !

Start talking to your customers and provide the service that they request.

Dont make exuses or lies about next time we will get it right !

Do your job, or get out of the business !

Business

Response:

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 10/22/2013, regarding the concerns of:

I contacted Mr. [redacted] this morning to follow up on the Installation appt., which was scheduled for

10/24/13 between 5-6pm. While at Mr. [redacted]'s house,

the Technician installed an HD Cable Box and (3) Digital Tuning Adapters.

Mr. [redacted] stated the Technician spent time at his house and explained everything. He is very pleased

with the outcome.

I went over Mr. [redacted]'s billing with him and detailed the credit adjustments I have applied to his

account:

* $ 277.52- for 2 years of Wireless service. Mr. [redacted] stated his [redacted] Router was returned in 2009,

although he did not have a receipt. The [redacted] Router was removed from his account on 10/22/13 and

put into a lost status.

* $ 53.03- for Installation charges dated 10/24/13, removed as a courtesy for Mr. [redacted]s

inconvenience.

* $ 76.43- for 1 month of Cable Service including equipment cost, due to Mr. [redacted]s inconvenience.

Mr. [redacted] is aware his account is paid in full through 11/29/13. In addition his account has a credit

balance of $ 207.75, which will go toward his billing statement that will print on 11/24/13 for the period

of 11/30/13-12/29/13.

If Mr. [redacted] needs further assistance he 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