Time Warner Cable

Review: Called TWC on 7/16/14 at 10:53 am Central time to remove movie channel promotion that expired. Talked with [redacted] who offered me a $5.00 per month package of Showtime and The Movie Channel. Well Showtime works but The Movie Channel does not. Called and talked to representative at TWC and she stated there was no such package and the Showtime & The Movie Channel package would be $25/month not $5.00/month. Told the representative the exact date, time and person who offered the package and asked her to review the recording (they state they record all the calls) but she could do nothing. She did offer to transfer me to a supervisor.

Had similar issue 4 months ago with a bait and switch which took 7 calls to TWC talking to 7 different people who could do nothing, transfers to supervisors and promises to call me back. Only thing that fixed the problem was the complaint system through the Revdex.com.Desired Settlement: I would like TWC to review the recording of the offer by [redacted] to vailidate that I was offered the Showtime & The Movie Channel package at $5.00 per month. I then would like to receive the package that was offerred to me a the price promised to me.

Business

Response:

Unfortunately we were not able to pull the call. However, at this time we do not have a promotion for both Showtime and The Movie Channel for $5.00. You were receiving Showtime for $4.99 putting your monthly service at $157.20 plus tax. We added different promotions to the Showtime channel and also to the cable box and DVR service making them free. The Movie Channel was added for $12.99. After all these changes the total monthly service is actually $2.00 less at $155.20 plus tax. We apologize for any inconvenience this has caused.

To keep this simple, the customer service is abhorrent (I couldn't summarize these issues for you in a Herman Melville-length novel); despite the offers you get when you first join, the fees increase each and every month (from somewhere in the $80-$90 range when I first started at my current apartment two years ago to $173 on my last bill, up from $161 the month before); and the equipment rarely works (it took three cable boxes to get one that did work). I can't tell you which provider is a better option because sadly, I have been a Time Warner customer since I got out of college 7 years ago. All I can tell you is I am leaving as soon as possible and never looking back.

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: 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: Getting calls from time warner cable, caller ID ###-###-####. Asking personal question about my viewing habits and internet usage. Trying to pressure my into purchasing a programming package. They are very demanding and rude. I specifically requested when I signed up for their service in May of 2013 that I didn't want to be contacted for sales or advertising purposes. I have asked time warner several times over the past year to stop these types of solicitations. They just ignore me and keep calling. They have called 8 times since 5/21/2014. One of the recent days I asked them to stop calling was 5/27/14. I called again on 5/28/14 just to verify I was off the list. A month later they're still bothering me. Latest sales call was today 6/28/2014Desired Settlement: I want these sales calls from time warner to stop. I also want a letter from them stating that they have removed me from their sales list and will no longer contact me for sales or advertising purposes.

Business

Response:

July 1, 2014

Review: I received a form notice in the mail today stating that my service package will remain the same. " These channels will remain in your existing package however they will only be viewable with digital equipment, such as a TWC supplied digital set up box, Digital adapter, or CableCARD."

I called TWC and verified I read the letter correctly. I order to keep viewing select channels I must obtain another piece of digital equipment per television to continue to view the channels. Currently my package(s) does not require that I rent additional digital equipment.

Their letter is not correct - in fact my package has changed... to continue watch certain channels I need to purchase for a month fee additional equipment. For a limited period of time use of the additional digital equipment is free, then it is $.99 per month per device. Or this will be $10 per month for the accounts I need to pay. I support my personal account, and one for and senior who is particularly fond of the affected channels. The TWC rep confirmed the package(s) are affected, and if we lose channels, it falls under the clause that TWC has the right to change channel coverage whenever they want. Again - that means my package has changed.

The rep confirmed that in fact my service will change - I will be required to rent additional equipment to use the service.Desired Settlement: I would like TWC to be honest and re-state to all their customers that their service package, in fact, will change. Unless customers are currently renting equipment from them for an additional fee, the service will continued to be reduced and/or the fees will increase. I am just asking the TWC be honest to their customers.

Business

Response:

August 31,2013

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 August 15, 2013, regarding the concerns of:

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

The letter Ms. [redacted] refers to was mailed out on August 9th and identifies the channels that are a part of the Basic or Standard services to

which Ms. [redacted] subscribes that are going to be delivered in a digital only format on or around September 11th, 2013.

While we understand Ms. [redacted]' frustrations, as explained in the letter, the channels will continue to be available on their current channel

numbers; they are not being repositioned, moved or deleted from the Basic or Standard service line ups. The services/ are now available

in digital format only. To view these channels, each TV needs to have a digital set-top box or Adapter, or a CableCARD-equipped

Unidirectional Digital Cable Product ("UDCP"), however, the service package is not changing.

When I contacted Ms. [redacted], I was able to provide this information to her and we also discussed the availability of the Digital tuning

adapter without a monthly charge as also detailed in the letter.

We sincerely apologize for any confusion that occurred I have attached a copy of the letter for your convenience.

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,

Consumer Contact Specialist

Consumer

Response:

Review: My problem with Time Warner Cable [TWC] is based on 4 particular issues. Issue 1 - Pricing for new vs current customers. Issue 2 - Quality of Product. Issue 3 - Terrible Customer Service. Issue 4 - No channel for resolution with TWC.

Issue 1 - Why is it that a new customer can get exceptional price breaks meanwhile an existing, tenured customer who has always paid their bill has to pay a significantly higher rate? Is my business not appreciated? Why should I have to call and spend hours (yes, hours) on the phone negotiating a price that's affordable (yet still significantly higher than new customers receive)? It's textbook discrimination.

Issue 2 - Every six months I have to go through some sort of fix or reboot, usually resulting in me having to spend my hard earned vacation time from work so a technician can come fix my problem. From things such as "the wires are stretched out from the warm summer, which lengthens the cable, and drops the signal" to "well you're running multiple things in your house"... I've heard it all. TWC is the most unreliable thing in my house. If my cable box sits idle for more than a few hours, the channel becomes unavailable each and every time. Why? I suspect TWC is throttling data usage to save themselves a dime. Unfortunately, this means that I cannot wake up to my cable in the morning, or leave it on all day for my dog to have sometime to listen to. (Did I mention I actually pay for this yet?) Another thing, they have recently taken away the DVR's ability to jump back a few seconds when going from FF to PLAY, which is extremely useful when skipping commercials - the point of having a DVR. Why would they go through all this trouble? I suspect that it's because of money, once again. How about them constantly having issues keeping channels in the channel lineup. Do they compensate their customers? No way. I'm not even going to get started on my internet, which may as well be dial-up.

Issue 3 - Customer service is hit or miss, but either way it's like I'm talking to a training manual. Half the time the person has no idea what they are talking about. In a recent online chatting session, I received the absolute worst customer service I've ever seen. [transcript below] I was incredibly upset to the point of saving the conversation. I scoured TWC's website for a month in attempts to find a customer service email that actually is reviewed... it doesn't exist. How about a legal complaint area? it doesn't exist. I even spoke to someone on the phone, expressed my concerns with the service, and asked for a contact for a written complaint... they refused to provide me with any information because they could not see that someone accessed my account on the day that I had the online session. This takes me to issue 4....

Issue 4 - There is no good way to get a hold of a person at TWC that uses their mind to solve a customer's problem. It's a labyrinth of call centers and websites which are designed to make it difficult for the customer. Even when asked directly, they refuse to provide this contact.

[Transcript from online session - I was looking for guidance to watch cable on my iPad. Take note of the context and the response times]

User [redacted]_ has entered room

Analyst [redacted] has entered room

[redacted](Thu Aug 1 00:48:13 CDT 2013)>

Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is [redacted].Please give me a moment while I access your account.

[redacted](Thu Aug 1 00:48:27 CDT 2013)>

Thank you for waiting.

[redacted](Thu Aug 1 00:48:43 CDT 2013)>

Please login to www,twctv.com

[redacted]_(Wed Jul 31 23:49:47 CDT 2013)>

will I need to install anything special on my ipad?

[redacted](Thu Aug 1 00:50:22 CDT 2013)>

Just install your ipad application.

[redacted]_(Wed Jul 31 23:50:46 CDT 2013)>

in English please

[redacted](Thu Aug 1 00:51:01 CDT 2013)>

Oh, okay.

[redacted](Thu Aug 1 00:51:23 CDT 2013)>

I do apologize.

[redacted]_(Wed Jul 31 23:51:28 CDT 2013)>

are they actually paying you to work right now?

[redacted](Thu Aug 1 00:51:42 CDT 2013)>

That is correct.

[redacted]_(Wed Jul 31 23:52:04 CDT 2013)>

okay, try to keep up

[redacted](Thu Aug 1 00:52:11 CDT 2013)>

Thank you very much.

[redacted](Thu Aug 1 00:52:19 CDT 2013)>

For your precious advise.

[redacted]_(Wed Jul 31 23:52:28 CDT 2013)>

if I want to watch live TV on my ipad, do I need to install a special application or can I just use the browser?

[redacted](Thu Aug 1 00:52:28 CDT 2013)>

It is highly appreciated.

[redacted]_(Wed Jul 31 23:53:13 CDT 2013)>

This is being recorded and will be emailed back to TWC, in case that has any effect on the service you're providing me

[redacted](Thu Aug 1 00:53:23 CDT 2013)>

You can use any browser.

[redacted](Thu Aug 1 00:53:37 CDT 2013)>

You just need to download TWCTV application from itunes website.

[redacted]_(Wed Jul 31 23:53:57 CDT 2013)>

can I use a browser or do I need the application

[redacted](Thu Aug 1 00:54:21 CDT 2013)>

You will need to download TWCTV application.

[redacted]_(Wed Jul 31 23:54:37 CDT 2013)>

So why did you tell me I could use any browser?

[redacted](Thu Aug 1 00:55:40 CDT 2013)>

I said browser because, using your browser, you need to first install TWC TV app.

[redacted](Thu Aug 1 00:55:47 CDT 2013)>

Once you install the App, you can access TWC TV.

[redacted]_(Wed Jul 31 23:56:05 CDT 2013)>

okay

[redacted]_(Wed Jul 31 23:56:12 CDT 2013)>

moving on to a topic perhaps you can help me with

[redacted]_(Wed Jul 31 23:56:23 CDT 2013)>

I'm on twctv.com right now with my desktop

[redacted]_(Wed Jul 31 23:56:30 CDT 2013)>

no channels will load

[redacted](Thu Aug 1 00:56:38 CDT 2013)>

Please access the following link to download the app, http://www.timewarnercable.com/en/residential-home/apps/twc-apps/overview.html⇄ />
[redacted]_(Wed Jul 31 23:57:27 CDT 2013)>

Here is the error it gives me "An error occurred during video playback. This video is temporarily unavailable. Please try another video or try again later."

[redacted]_(Wed Jul 31 23:57:43 CDT 2013)>

It doesn't matter which channel I'm on, I always receive that message

[redacted](Thu Aug 1 00:58:40 CDT 2013)>

Thank you for waiting.

[redacted](Thu Aug 1 00:59:45 CDT 2013)>

We are extremely sorry for the inconvenience of not being able to access the application at this time. I request you try after couple of hours and the channels will load automatically.

[redacted]_(Thu Aug 1 00:00:20 CDT 2013)>

Is there a known issue with this service right now or are you just hoping it will work in a few hours?

[redacted](Thu Aug 1 01:00:50 CDT 2013)>

It is a know issue, however it will work in a couple of hours.

[redacted](Thu Aug 1 01:01:06 CDT 2013)>

Your patience in this matter will be highly appreciated.

[redacted]_(Thu Aug 1 00:01:32 CDT 2013)>

Interesting...

[redacted]_(Thu Aug 1 00:01:46 CDT 2013)>

I just tried it in a different browser and it's now working.

[redacted](Thu Aug 1 01:01:55 CDT 2013)>

That's great.

[redacted](Thu Aug 1 01:01:57 CDT 2013)>

Awesome.

[redacted](Thu Aug 1 01:02:04 CDT 2013)>

I am glad to hear that for you.

[redacted]_(Thu Aug 1 00:02:27 CDT 2013)>

So did you even check on the issue, or just give me an answer and hope. You can answer honestly, it's okay.

[redacted](Thu Aug 1 01:02:57 CDT 2013)>

We had received an update with regards to this issue.

[redacted]_(Thu Aug 1 00:03:24 CDT 2013)>

Ahh, must have just gone through within the 25 seconds we were talking.

[redacted]_(Thu Aug 1 00:04:44 CDT 2013)>

Are you willing to provide me with an employee ID of some sort?

[redacted]_(Thu Aug 1 00:04:56 CDT 2013)>

I'm guessing you're not willing to provide this, but it's worth asking.

[redacted](Thu Aug 1 01:05:26 CDT 2013)>

It is 82721.

[redacted]_(Thu Aug 1 00:05:45 CDT 2013)>

Thank you for providing lackluster customer service.

[redacted]_(Thu Aug 1 00:05:49 CDT 2013)>

Good day

[redacted](Thu Aug 1 01:06:10 CDT 2013)>

You too.

[redacted](Thu Aug 1 01:06:12 CDT 2013)>

Do you have any other questions or concerns that I can assist you with?

[redacted]_(Thu Aug 1 00:06:28 CDT 2013)>

noDesired Settlement: I would like to seek a letter of apology and explination.

Business

Response:

Monday, September 23, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 9/5/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

We at Time Warner Cable sincerely apologize for the problems that Mr. [redacted] has experienced with his Time Warner Cable service.

Our attempts to contact Mr. [redacted] by telephone have been unsuccessful, but in this letter we can summarize what we have done about his complaint.

In his complaint, Mr. [redacted] discussed the difference between the offers that are available to prospective new customers and the prices that existing customers have to pay for their services. Looking at his account, he currently is in a promotion where the cable television and internet services, not including equipment and taxes, cost only $89.99 per month. This price is in line with the offers that we are making to prospective new customers.

In his complaint, Mr. [redacted] also mentions frequently needing to reboot his equipment and frequently needing to contact Time Warner Cable because of service problems. He mentioned suspecting that Time Warner Cable is purposely stinting on cable signal to his cable television equipment and his internet equipment, in order to save money. We are not cutting back on the amount of signal going to his equipment, but there may be physical problems with the cable and/or connections either at his home or outside his home that we will be happy to investigate. This process would start with a service call at his home and, if necessary, continue with an investigation of the lines in his neighborhood and the wider area.

Mr. [redacted] also mentioned that he has had unsatisfactory experiences when troubleshooting service problems on the telephone or in chat with our customer service agents. We apologize for the problems he has experienced with customer service. Troubleshooting procedures need to be followed from the

most basic level upward, in order to make sure that we are covering every possibility. We don’t want to assume that the customer has a high level of knowledge or a low level of knowledge, and sometimes the trouble shooting process may seem laborious or rote as a result. Also, there is an escalation process that our agents are trained to follow, if the problem the customer is having requires more technical expertise. Sometimes, a callback from a supervisor or from our Tier 3 technicians will be needed.

Mr. [redacted] also included the transcript of an unsatisfactory chat session he had August 1, which we forwarded to the chat representative’s supervisor for review. The supervisor emailed us back that he agreed with Mr. [redacted]’s opinion that the chat representative did not handle the chat session professionally. The chat representative has been coached on how he should have handled Mr. [redacted]’s questions about accessing TWCTV on iPad, and he has been given a review of the material he needs to know in order to answer customer questions concerning iPad applications.

The chat agent did not follow a step by step procedure to see if Mr. [redacted] was enrolled in MyServices, did not find out which web browser Mr. [redacted] was using, and did not provide the steps for gaining access to the TWCTV application. If the agent was out of his depth on these questions, he should have escalated the chat to a representative in our department dedicated to assisting customers with TWCTV application issues. We apologize for how frustrating this experience must have been for Mr. [redacted].

To compensate Mr. [redacted] for the inconvenience and frustration that led him to submit his complaint, we are crediting his account for one month’s worth of Turbo internet service. He will see an adjustment of -$44.24 on his next bill statement.

Should you or Mr. [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 after hours.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

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

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: When I enrolled back in time warner cable last june they would send visa gift card in 30 days so I don't have to go online fill it because they did NOT GIVE ME A PROMO CODE and I called Saturday told me wait till Wednesday and then I called back told me to fill out online most customers worker did NOT READ more deep what [redacted] of customer service putted down on my account and told me again go online fill out 4 or 5 times. I find it un acceptableDesired Settlement: I would like 300 dollars gift visa due to their error again and for them to be honest with customers if they don't ill call twc's president let them know they are screwing customers..

Business

Response:

Monday July 29, 2013

Review: On or about November 11th 2013 I contacted Time Warner Cable to inquire about certain promotion they had going at the time, At this time I spoke with a sales agent by the name of [redacted], I explained to him that I was a current Dish costumer but I was looking to swuith if I could get a better deal, I proceeded to explain to him that I needed television (cable tv) internet and phone service I needed three dvr receivers, America's top 250 programing plus Show time and HBO, and I also told him that currently with Dish I was paying $182.00. At this time [redacted] (sales agent) offered methe following package, three recording dvrs, America's top 250 channel package on all receivers, plus Show Time and HBO free for 3 months, Fast speed internet 10bps, and telephone service which included free nationwide long distance plus Canada, also if I signed up at that time I would qualify for a free tablet. for a price of $132.00 plus tax. For those savings I signed up right away and scheduled an installation.

On November 14th. the installer arrived at my house and as we were disusing the installation I came to find out that I was only getting 1 recording dvr and the Americas top 250 programing was only for 1 receiver so I showed him the offer that I had received from the sales agent , the installer proceeded to call Time Warner Costumer Service and we were told that if we wanted the rest of the package that was offer to me originally it would cost me $182.00 plus tax, As we mentioned to them (costumer Service) the offer that I had agreed to we ere transferred to a supervisor by the name of [redacted]. in the Wisconsin Region, after I explained to him my problem he assured me, my wife and the installer ( we had him on speaker phone) that they would listen to the telephone call when I placed my order and if that was what I was offered they would adjust the price immediately so to call back in three days, I waited I week since I didn't hear from him so I call him back and he told me that they hadn't listened to the tapes yet that I needed to speak with another supervisor by the name of [redacted] (also in the Wisconsin Region). and he ([redacted]) told me that he would get with the [redacted] so they could listen to the tape and get back with me in 3 days (being) the Thanks Giving week, after a week and a half I called back because I didn't hear from them and at this time I was told that I needed to talk to [redacted] again but when I was transferred to his extension there was another name on the message but I still left a message for [redacted], a week later I called back again and I was transferred to yet another person by the name of [redacted] in [redacted]. after I explained to him my problem he advice me that he would escalate to his supervisor and that I should her from them within 48 hours, on January 30th, I spoke with a lady by the name of [redacted] who sent a message to [redacted] ([redacted]) in the Inbound Sales Department in Ohio, and I never heard from them, In the mean time I kept getting told to hold on the payment and they would take care of it once they corrected the [problem. so as I waited my service was disconnected and nobody ever told me why I was sent from one person to another and another but as I told other friends and family about this problem they told me they also had problems with time warner giving them one price and actually being charged more.Desired Settlement: I feel that they Time Warner kept jerking me around for so long and created a environment of hostility at home because when the installer was at our house and the first supervisor ([redacted])told me they would adjust the rate once they listened to the tapes my wife told me not to trust them and not to cancel our service with Dish but I did it anyway trusting that they were a better company that that, I feel is would be fair for them to cancel my balance for my inconvenience for so long and to show that maybe, just maybe there is somebody in that company that is willing to do what is right instead of passing the buck from person to person to person and treating consumers who trust them like jerks.

PS. [redacted]. Wisconsin Region Ph. # ###-###-#### Extension [redacted].

[redacted] (same region) ###-###-#### Account Solutions Dept.

Business

Response:

May 20, 2014

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 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 in May to discuss new larger bill was told my previous promotion ended which caused the larger bill and someone would call and I would be offered a new promotion for June. No one called so I called July 9th to cancel. I payed around $400 between those two phone calls to become current and cancel. During the 7/9 phone call I was talked into a new promotion which involved getting a phone line that I did not desire in order to save money. I was also promised a $300 gift card after 3 months of on tike payments. I was also told my first payment would be due 8/25 in the amount of $184.63. The tech came out on July 13th to install the modem which took about five minutes. I called July 27th to verify my exact due date and the automated system informed me I was past due $259. I Spoke to a man who told me I was charged numerous installation fees and agreed to waive them. Still leaving me with $192 past due. He promised to speak to his supervisor and see what other adjustments could be made because my account was confusing. He promised a return call at 10am july28th . I never received a return call. I called back July 30th and demanded to speak to a supervisor. The csr told me that was not possible and attempted to resolve the issue on his own by reading my account information back to me. when that didn't satisfy me he told me to hang up and call back to speak to a supervisor. I wanted to know why he couldn't just transfer me to which he encouraged me to "just hang up" finally he told me he could connect me to his supervisor after all. I spoke to his supervisor who assured me that the woman I talked to back on July 9th was correct and my payment of $184.63 wasn't due until 8/25 and said to disregard the automated systems amounts due as well as all previous customer service reps. I requested he email me that information I which he promised to send within the hour. I never received an email. I went on vacation July 31st and when I returned 8/2 my cable had been shut off. I promptly called and spoke to a woman who said my account information was very confusing and transferred me to her supervisor would told me I had to pay a minimum of $102 to retain services. I said I didn't want to retain services so he transferred me to someone who supposedly could cancel me. That person informed me he could not locate my account information placed me on hold and disconnected me. I called back and spoke to a woman who also said she had to transfer me in order to cancel. The woman I was transferred to told me she could not cancel my services because a disconnect was ordered and they will continue to charge me until at least then. I have been charged for things I didn't agree to nor was I made aware of and now they are forcing me to continue services because I refuse to pay for something I didn't agree to. I have been given the run around and have spent a total of 6 hours on the phone this week alone in an attempt to resolve this issue.Desired Settlement: I would like to cancel my services get a credit for the supposed past due amount.. I don't agree that I owe anything past due.

Business

Response:

August 4, 2015 [redacted]Revdex.com of Wisconsin10019 W. Greenfield Ave. Milwaukee, WI 43214 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 investigated Ms. [redacted] account and has found that she has been consistently past due each month on her account since 2009. We have confirmed that her 12 month promotion ended on 6/5/2015 and she opted to upgrade her service to secure a new 12 month promotional rate which went into effect on 7/13/2015. We have also reviewed her payment history and have found that she has only paid her past due balance on her account to avoid a disconnection but on 7/31/2015 our compliance department reviewed her account and per this department’s procedures placed a non-pay disconnection on her account due to the amount of time the account was in past due status. Ms. [redacted] paid the minimum amount to restore her services on 8/03/2015 and opted to downgrade her services to internet only which was back dated to 7/13/2015 as a courtesy. After review of her account it has been determined that all of the charges on her account at this time are correct and no further credit is warranted. If Ms. [redacted] wishes to cancel all of her services she must return all over her TWC cable owned equipment to one of TWC’s Sales and Service Centers. If Ms. [redacted] wishes to continue with only internet services she must return her cable boxes immediately to avoid being charges for unreturned equipment. 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

Review: On November 11, 2013 I requested Time Warner Cable (TWC) to "port" my cell phone number over to them from [redacted]. As of December 28, 2013, I still do not have my number ported over.

TWC has repeatedly screwed up collecting appropriate account information, canceled service calls, delayed requests, given me false completion dates and false information regarding the status of my service request., etc. Every time they screw up, make an error or cancel a request, they have to start over.

I have had to deal with over a dozen service reps, spent upwards of 5+ hours of the phone with no success. My latest completion date is 12/31/13 a full 7 weeks after the initial request which I have no faith in that it will be competed then since this is just another date and many have come and gone.

The FCC website says that ports should be completed in one business day.Desired Settlement: Completion of port request.

Monetary settlement - amount to be determined: Both [redacted] and TWC have been charging me for the number so I wish to be reimbursed for these charges from both carriers.

Business

Response:

January 13, 2014

Review: I was installed with Time Warner Cable on 08-03-2013 and was told if I pay my bills on time for 90days I would receive a Visa gift card in the amount of $150.00 I had paid all my bills on time and as of today I never receive the Visa gift card. I called TIme Warner Cable many of times and was told they do not know when I will receive the card in the mail. It has been 6 months after I had been installed with Time Warner Cable.Desired Settlement: I would like to receive my $150.00 gift card by 12-24-2013 or I will cancell my service and start services with AT&T.

Business

Response:

December 23, 2013

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: 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

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.

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