Time Warner Cable

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: I originally signed up with TWC in late December of 2014/early January of 2015. At that time I was given a package deal and told to call back in December of 2015 to work out a new deal otherwise my rates would increase. As instructed by the representative who signed me up, I called TWC in early December of 2015 and when I spoke with a service representative I was told my bill was in fact not going up and that it would remain the same until December of 2016. To my surprise, I received my bill for January/February in early January of 2016 and it indeed increased by approximately 25%. Upon calling TWC to figure out why this happened, I was told that the the representative I spoke to in December must have been "confused" and they would not honor what he had promised me. Instead they shaved a few dollars off my bill and told me that was the best they could do. Failing to keep promises made by employees is unacceptable and simply amount to fraud. To say otherwise would be nothing more than another lie.Desired Settlement: I wish for TWC to honor my original agreement that was confirmed by their representative in December of 2015.

Business

Response:

On 1/24/15 Mr. [redacted] promotional offer expired and a companywide rate increase on some charges outside of Mr. [redacted] promotional rate was also implemented recently. These circumstances caused Mr. [redacted] monthly rate to increase from $124.68 to $146.85 per month after taxes and fees. Our records indicate that Mr. [redacted] account was not accessed by a TWC representative in December 2015 and there are no notes of an offer being made at that time. We have provided Mr. [redacted] with all available promotional offers available for his account at this time.

Consumer

Response:

Review: I have gone round and round with time Warner Cable and have spent way to many man hours on phone and Internet with this company. I requested my services cable and phone to be cancelled as of 11/29/2015. Which to my knowledge was never done. I was only using the Internet services as that's the only service I wanted. Come January my Internet service was shut off due to non payment. I called and asked why due to the fact I was given a 120 dollar credit when I called originally to cancel. So with that being said I should have had at least 2 months worth of services covered with that credit. Come to find out my services were never cancelled when I originally asked. So I was being billed for all three when I only wanted internet. I was told there was nothing that could be done and I just have to pay for services that I never used. I'm not paying for something I never used. Especially when I was told from multiple reps that my service was cancelled and that the credit was on my account.

I refuse to pay for cable and phone but do not have a problem paying for the Internet I used back dating to 11/29/15.Desired Settlement: I would like my Internet service restored and I would like the billing adjusted accordingly back to 11/29/2015.

Business

Response:

Mrs. [redacted] called into Time Warner Cable on 11/29/15 she was speaking to an agent,while the agent was placing the downgrade the services, Mrs. [redacted] stated she had another call on the line she never came back on to the line. Time Warner Cable can not process the order until it is confirmed. The agent did tell the customer that she needs to returned the cable equipment to the local store. The equipment was returned to the local store on 1/22/16. She spoke to the previous agent that issued a credit of $105.80 which left a balance of $140.79 as of 11/29/15.

Consumer

Response:

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: 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 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 have been using Time Warner Cable as my internet provider for almost three years. I have consistantly paid my bill and even paid more than I owed at one point. On June 30th, I called TWC's billing services because I was concerned that my internet bill was extremely expensive compared to months prior. I spoke to a representative named [redacted], who informed me that cable services had been added to my account, and that "something seem[ed] fishy" especially since Time Warner's technicians "work on commission". I never ordered cable services and there was no record of any technician coming to my home for any type of service call.

Since then, I have spoken to several more representatives about this issue. Most recently, my internet services have been disconnected, and I have been charged exorbitantly. I am extremely dissatisfied with the way this situation has been handled. The high charges incurred on my account are for services that I did not order, did not use, and never wanted. It is not fair that I am being penalized for errors made on the part of Time Warner Cable.Desired Settlement: My desired outcome includes a billing adjustment, and reinstatement of my services with no further interruptions.

Business

Response:

We apologize for the inconvenience. The services were interupted on 7/21/14 and restored the same day. We have applied credits to the account to correct the billing issue. We have removed all incorrect charges and the current account balance is a credit of $59.46. Time Warner Cable considers this matter to be resolved. Thank you.

I called TWC to upgrade my internet speed (to Turbo, their fastest offering) on Monday, to see if it would make a difference with my computer as I was trying to work from home. After doing that, and realizing the nature of my job could not be performed at home (I ended up having to drive into the office to do my job after all that.) I decided to give them a call to have our internet speed switched back to what we had originally. (everyday Low price). What I thought should have only taken them 5 minutes to complete, resulted in over 6 phone calls to customer service and a lot of aggravation. The first time I called, within 2 minutes of the call I was transferred to a different department only to explain my situation again and argue with the customer service lady, who refused to listen & understand my request. She then, ignored everything I had explained to her and decided it was in my best interest to downgrade me to the next level down of internet speed, which was completely not what I asked for. I am not sure if she hung up on me or what, but the phone disconnected and I had to call again and explain everything another time. This had already been a complete waste of my time and the next person I spoke with said they would call me back at 4:30 later that day to resolve the issue. So not only did they never call back, but I had to call customer service once more and explain to them again. I ended up being transferred again and literally had to become extremely confrontational with the lady I spoke with to finally have her change our internet speed back. Whatever you do, avoid this company at all cost. They have the worst track record for customer service, and to have to call a company 6 or 7 times and be told that you need something you don't is completely not worth it. Their customer service is non-existent. If they actually cared about their customers, they wouldn't try to make it so difficult to speak with someone who understands and can help.

Review: My monthly bill is contracted to be $141 per month. On April 8th, 2014, Time Warner Charged my bank account a total of $320.55, threw no fault of my own and threw an Unauthorized Recurring Payment, which overdrafted my bank account and put me in the negative. I've called a spoke with NUMEROUS customer service reps, and have received a different answer every time. After a week and a half of calling TWC, I finally had my issue resolved. Now, on May 12th, I received another bill from TWC, this time for $430.97. I called TWC once again, and have had the most difficult time with them to correct my bill. I've spoken with 6 Different agents, and each have told me that it will be fixed, and I should see an update on my bill in 24-48 hours, and that my bill should only be $110. (which includes the refund of my overdraft fees that was caused by TWC). They generated a fix ticket of [redacted]. Almost 2 weeks later, I called again to get an update on my bill, The representative informed me that the Ticket was closed (Which I was never notified of) and that there will be no adjustment on the bill.

This is what led me to file a complaint. This is the 3 time this year that i've had a billing issue with TWC. Each time, I have been greeted with rudeness and no accountability for their mistakes.Desired Settlement: My bill to be adjusted for the over charged amount of $320.55.

Business

Response:

May 27, 2014

Review: I have been a Time Warner subscriber for the better part of two years now, and in the past two months I have been having nearly constant interruptions to my internet service. I have contacted customer service to try and get them to help me rectify this issue, as well as to re-numerate me for the two months of terrible service. The customer service reps told me they would not refund any portion of my service fees before today, that they had no clue what issue could be, that they would not provide me with a replacement modem and I would have to find a TWC store and get one myself, AND that they would do nothing to upgrade or improve my service in the future to prevent further incidents or problems. I have never been so utterly disgusted by the disdain I have been treated with as a long time customer with this company.Desired Settlement: I would like to have my past two months of service refunded, and have a replacement modem provided for me so that I can try and take care of the issue and prevent further service issues with the most reliability possible.

Business

Response:

Tuesday, December 10, 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 12/05/2013, regarding the concerns of:

Thank you for forwarding Mr. [redacted]’s concerns to our attention. We have attempted to contact Mr. [redacted] on several occasions without success. Multiple messages have been left providing him with Customer Cares number so that he can call us back and set up a service call. However, we have not heard from Mr. [redacted]. Unfortunately, as Mr. [redacted] was previously advised we will not refund any money as we were not notified of any issue prior to 12/05/13. The last time we had contact with Mr. [redacted] was on 07/18/13 when he called because the services were interrupted for non-payment.

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

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:00 PM at ###-###-####.

Sincerely,

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: Since March of 2013 I have not been able to use my box for programing. I have 2 boxes and both read "not authorized". I have written 4 separate complaint letters and sent and dated my copies that have been sent. Yet no response from them. Now they have totally disconnected my service. I will provide the letters as I have a scanner at home to show this information. Plus the interest and administrative fees I will also collect of $60.00Desired Settlement: A refund of the charges of $10.00 per box ( 2) and 1/2 of the monthly charges that are of 117.90 for 6 months. connection immediately with a written letter of what they have failed on as they pride themselves on customer service. They now have raised the contract price also to 168.00. I want that lowered to the $117.90

Business

Response:

Monday, October 21, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 10/14/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have attempted to contact [redacted] on several occasions without success. However after further research on the account, I don’t show that [redacted] has contacted our Customer Service Department regarding any problems with her services. I show that her account has been in Non-Pay disconnect status numersous times since March. Unfortunately, at this time we will not make any adjustments on the account as we do not have supporting detailed records showing that there was an issue with her services. [redacted] currently has a balance of $724.49 which includes equipment charges of $415.00. If [redacted] decides to reconnect services then she will have a balance of $309.49 plus any reconnection fees quoted. However the full past due balance will have to be paid before services will be reconnected.

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

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

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

complaint # [redacted] this was closed and not resolved. Since they will not change the bad billing I will be filing law suit against them for more than what I want settled for. They have been contacted numberous times and have failed to act. They have till Dec. 1 st and I will file and then will show the court the letters that have been sent to this company. Since March of 2013 I have not been able to use my box for programing. I have 2 boxes and both read "not authorized". I have written 4 separate complaint letters and sent and dated my copies that have been sent. Yet no response from them. Now they have totally disconnected my service. I will provide the letters as I have a scanner at home to show this information. Plus the interest and administrative fees I will also collect of $60.00

On June 21st of 2013 I called and spoke with a man named [redacted], and explained that I didn't have a job and could not afford Time Warner to raise my rate when my contract was up on July 13th, 2013. We went back and forth for a few minutes, then [redacted] put me on hold for and came back and said he could renew my contract with taxes at $110.00 a month. He also said that was good for six months and that I should call back in December of 2013 right before that would expire and they could get me that rate for an additional 6 months. The following month I get a bill for approximately $126.00. I was very shocked by this and called several times and spoke with [redacted](Supervisor)6/27/13, Ashley 7/9/13 and then there was a few people in between that and got no where with anyone. A few times I was promised a call back and no one bothered to call me back. I finally went to a local time warner cable store at the local Mall and spoke with a supervisor [redacted] about my situation and she did find the original call as did the others from June 21, 2013. However, no one was honoring that offer. [redacted], however did give me a rate of approximately $111.00 it is now $112.73 and they dropped channels from what I had currently been getting and a slower internet speed. Which I find to be very tacky since they don't stand behind their sales representatives word. And yes they have it on recording. I find Warner Cable to be a big rip-off because they know in certain areas of town they have people in a bind because there are no other services available and some condo associations do not allow dishes...Also, we had to go several weeks if not a month without a local station, because of fee disputes, we are paying for that service and should not be the ones that are being punished because of the wtmj/warner cable disputes...I am now getting less stations approximately 11 stations, now we have to get another box, which will cost more money every month.So basically, they are taking things away from us that we are paying for. I feel and I am not alone on this either because so many people have complaints about Time Warner ripping people off with their antics...They keep advertising $79.99 per month for new customers but they rip off their current customers. The way I look at this is, my car payment/ cell phone and mortgage do not go up once a year, why should we have to keep paying more money every year our so called contract is up? They need to stop this and if someone doesn't put a regulation on this, they will continue to rip their good paying customers off. I am fed up. Can someone please get back to me with some information? I would greatly appreciate it. Thank you, [redacted]

Time Warner has awful customer service and many of their employees are extremely disrespectful. It is nearly impossible to cancel specific services via phone. My next attempt is to go to a store and do it in person.

Review: I received a call from [redacted] at [redacted]. He states he's with TWC new construction and inquires about if I'm interested in TWC at my new home which is currently under construction. I told him to send me something so I can look at the services, etc. The next day (3/16/16) I receive an email stating that an appointment has been confirmed and that services I ordered will be installed on 3/30/16. I was very upset about this as I ordered nothing and didn't even look at any of the services/plans that were offered. Not to mention that house is still under construction and will be for a number of weeks yet. I called [redacted] immediately to let him know that I never authorized any service being ordered, etc. I receive another email after that moving the date to 4/8/16.

Tonight (3/29/16) I was trying to use the NickJR ap for my daughter and it was locked so I logged into TWC and clicked on the CHAT button to discuss my problem. [redacted] notes that my services have been cancelled where I am currently living and that new services have been ordered for my new address (a house that is under construction with no one living in it). This process took 50 minutes to arrive at that conclusion.

I have been a TWC customer for 7 plus years and out of the blue a sales rep calls me and cancels my existing service to set up services at a new construction address without my authorization? At no point did I authorize any services to be installed at the new address or cancel my existing service?Desired Settlement: Someone from TWC needs to make sure that the unauthorized installation gets cancelled immediately and that my existing services be set back to how they were prior to [redacted] took the liberty to make changes to my account.

Business

Response:

Time Warner Cable reviewed Mr. [redacted] account and verified that the service was disconnected in error. We were able to have a technician visit Mr. [redacted] home and reconnect the services on 3/31. We have attempted to contact Mr. [redacted] to verify that the services are working but we have not received a return call. Time Warner Cable apologizes to Mr. [redacted] for any inconvenience this situation may have caused.

Consumer

Response:

Review: My cable modem service with TWC was disconnected due to a slightly late payment at the end January 2014. I had paid TWC, but they needed it paid within 3 business days. This is not the complaint. My service was restored, but the lack of consideration for a 15 year customer, so angered me, I decided to cancel the service and go with ATT. I called and specified that my cable modem should be disconnect on Sunday 2/9/14. The incompetent phone rep must've have misunderstood and scheduled it for today 2/7/14. They record these transaction so I can prove I indicated clearly 2/9/14. I called and explained and they scheduled me to have a technician come out and reconnect me today from the trunk line. I didn't need to be here. They told me by phone the tech would call me when he was at my apt bldg. It was scheduled or 3 to 4 pm today. The time came and nobody showed up. TWC called ME and indicated he was running late. After an 1/ 1/2 hours I called and they were surprised and put me on hold or 20 minutes with no one responding. I hung up and called back, the rep this time stay on the phone and promised the the tech would call me. No one called. I called back an hour later and the rep this time said nobody could come out. I have paid my bill in total for this service and now I have no cable modem service and may not have it until my new carrier ATT installs a new cable modem on 2/10/14. I am using my cell phone to access the Net. This is outrageous as I'm sure you know. Desired Settlement: Refund

Consumer

Response:

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

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

Review: No matter what number I start with, there is always another number that they have me call. None of these numbers have ever offered any help. The worst was one of the numbers they gave me was a spam number that wanted me to charge $1.95 to my credit card and then I would get $100 gift card. I am appalled that I want to cancel my service and all they can say is what would you like to change with your service. Short of going into one of their stores, which is more frustrating than calling, I have given up trying to cancel the service and will wait till they start calling me.Desired Settlement: I would just like them to credit me for the services that I haven't been using since I have tried to cancel. They can verify by my usage that there has been no traffic since 9/17/14 in the afternoon.

Business

Response:

After reviewing Mr. [redacted]’s account we found that on 09/29/2014 he called Customer Service and requested to disconnect his services. It was explained to Mr. [redacted] that we must get him to our Customer Solutions department, and as he was being transferred the call was lost.

Review: On October 8, 2013 I contacted Time Warner Cable Business Class office in Milwaukee, WI to get quotes for moving my existing service from Mequon to downtown Milwaukee. On October 15th I agreed upon service for phone & internet. From day one the YWC rep knew I needed the service installed in October 29, 2013. He assured me it would be isntalled on teh 29th. He indicated paperwork would need to be signed to approve the services and then a corrdinator would be calling me to schedule the install. On October 16th all my request were confirmed and again the rep said service was confirmed for October 29, 2013 and the paperwork would be emailed right away. After October 16th I could not get a phone call or any response from the rep. I moved my business on October 29th and still had not heard back from the rep and therefore had no installation. On October 30, 2013 I stopped into the TWC downtown Milwaukee offices. I asked to speak to the reps supervisor and in 5-10 minutes a man and woman appeared. They aplogized that the rep did not do his job and insured me my service installation would be expedited. I signed the documents and left. When I called back the next day to see about an installation date I was told my service request was nowhere in the system prior to me stopping in. Therefore I would be put in line with everyone else who jsut ordered service. On Friday November 1, 2013 I called to speak to the woman that had come down to insure my service would be handled correctly. She told me that my service was scheduled to be installed that day. Great news!! Well my call to heer was @11am and I aksed her if I hadn't called her myself how would I have known my service was scheduled for install that day. She did not have an answer, but told me it would be installed between 8am-5pm. A nine hour window that I had to make sure someone was here in case they showed up. while I was still in the move process. Well 5pm came and went so I called in and after two phones calls and a 20 minute hold I was told @5:35pm that the tech was on his way and would be at my location by 7pm??? I had plans with my family for Friday night and told them I would not be around and that a 9 hour window should have been sufficient. When I called back in the morning of November 4th I was told be the same woman that 'Because I cancelled the installation I would be put right back in line with the rest.' It is 11/6/13 and still no service and a possibel installation date of November 12, 2013 two weeks after my requested and guaranteed installation date. How can TWC Business Class expect a business to function if they always blame the customer and seem to not give a darn about our business?Desired Settlement: The internet service at my old location is still running, but obviously cannot be used from the new location. I left that location on October 29, 2013. I would like the cost of the internet service from 10/29/13 untill it is installed at the new location credited. I would also like to have a credit for a mimimum of one half of 1 months phone & internet service at my new location. I am writing via our home internet service because it is the only way I can conduct my business. That should equate to less thaan $100 in credits.

Business

Response:

Sunday, November 17,2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 11/07/2013, regarding the concerns of:

Mr. [redacted]'s complaint was forwarded to our Business Class Department. After review, it was

determined that there was a slight delay in installing Mr. [redacted]'s services at his new location. The

installation was completed on 11/12/13.

A credit adjustment was applied to Account # [redacted] in the amount of $ 138.29. This brings the

account to a zero balance. A credit adjustment was also applied to Account # [redacted] in the amount

of $ 169.17. The amount covers Installation fees and services through 12/11/13.

If Mr. [redacted] needs further assistance he should contact Time Warner Cable Business Class at [redacted]

[redacted].

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

Consumer

Response:

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

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

Review: When I moved from my previous residence to my current one I tried to cancel time warner cable, referred to as TWC henceforth. TWC then called me several times asking me if I wanted to transfer my service. They offered me 20 Mbps service for 29.95 going forward with a 3.95 modem fee. They told me to keep my current modem and then tried to charge me $65 for unreturned equipment. When the technician came to my home, he was unable to use the old modem and then installed a new modem which worked. It took me 1-2 calls to get this resolved. When the technician installed the equipment, he told me it would be road runner standard which would be 15 Mbps hence the bait and switch. I am now under their promotional pricing so they are not able to change the pricing structure of the service, but this month, time warner has decided to bill me $2.05 more per month for the cable modem, the same cable modem I have had for several months.Desired Settlement: Please restore the modem fee to the previous amount and stop taking advantage of your customers. Further, please deliver the 20 Mbps service you have promised instead of the 15 you delivered after promising 20. In the evenings I am lucky to get download speeds of 2-3 Mbps. I know, it does say "up to 20 Mbps" or for my current service "up to 15 Mbps", but 2-3 Mbps is a far cry from 15 that I am currently getting and the 20 I had been promised in the first place anyways.

Business

Response:

Tuesday, October 01, 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 9/17/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Mr. [redacted] this morning to follow up on the service issue that was occurring and I was advised that the problem seemed to be fixed. I also advised Mr. [redacted] that I was able to give him the Turbo services for $35.99 per month for 6 months this includes the $5.99 modem lease fee.

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

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

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

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

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

Review: Services were quoted from a sale rep from Time Warner Cable ([redacted]). After meeting with [redacted] we were quoted (through email) that our total bill monthly including taxes would be $150.58 if we used our own router/modem. We only had a routing so we did agree to rent the modem at a cost of $8 a month. When meeting in person we were also told Time Warner would take care of sending our old equipment from our previous provider back. I wrote the sales rep a check for $150 for our first months bill and scheduled setup. Our technician came out and was setting up our service. He then request I pay him $180 for our first month. I indicated to him we already paid [redacted] $150 which is what he stated we owed. After calling [redacted] unsuccessfully I called Time Warner directly and after sometime on hold things were corrected. The technician also didn't take our old equipment like I was told he would. He stated they can not do that. After installation only one of our tvs were setup to have the channels they were meant to. We also were never given our home phone number we setup with them. A week later we got a bill in the mail for $44 which was an installation bill and tax. I was concerned because we already paid the $150 and we were told that was our full bill including tax. I emailed [redacted] just to make sure things were right and never heard from him. A few days later I contacted Time Warner directly to discuss the bill and the services. When I spoke with the rep she told me that our total monthly bill including tax was $173. She did fix our other tvs to include the channels that we should've had to begin with but stated she could not help with billing because the amount he quoted was not something they at Time Warner could fix. I called [redacted] then and he said he'd look into it. A day or two later he emailed me stating that what we discussed is what our bill should be moving forward. Fast forward to last week Monday 9/14, we reviewed our new bill and again it stated we owed $173 for the month. I emailed [redacted] that day including a copy of the bill asking him to fix the issue right away. He never responded to my email or called. My husband than called him on 9/17 and he stated he opened a ticket and this should be taken care of. I also called Time Warner because at this point our service from [redacted] has been horrible. They stated they couldn't understand why he would quote such a price because they can't honor it. I offered to send them the email I initially received from [redacted] stating our monthly bill amount and I was told a supervisor would contact me the next day Friday. Friday and Monday came and went and no phones from either Time Warner or [redacted]. I again called on Tuesday 9/22 and was told the only thing they could do is discount my yearly billed amount by $108 which would have me billed at $167. Totally unacceptable that they won't honored what was promised to us. And to top it off they never followed through with contacting us back on any of the promised follow up.Desired Settlement: I honestly will be cancelling my services. At this point I feel like I can't trust anything they say they will do. I am totally disappointed in the lack of service.

Business

Response:

RE: Customer: [redacted]Case ID: [redacted]Time Warner Cable reviewed Mrs. [redacted] concerns regarding services and pricing sold to them by Direct Sales Representative named [redacted]. From our investigation, Direct Sales Management spoke with Mrs. [redacted] today 9/25/15 to address her concerns, and in the process of making appropriate changes tothe account to match the customer’s expectations. Customer has agreed to remain with Time Warner Cable. Time Warner Cable apologizes to Mrs. [redacted] for any inconvenience. 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 itclosed. Sincerely,Time Warner Cable

Consumer

Response:

Review: on 3-7-14 we lost internet and cable at about 9am this happens every week day in the mornings for 5 to 30 minutes but today it was out untill 11am . I called time warner and was told there was no reported outage in my area , I again told the rep we had no internt or cable and again told there was no reported outage in my area , I again told the rep and was told just give the id number from the modem and put on hold for about 5 minutes. when the rep came back I was told there was a problem with my service and a tech would be here between 6 and 7 pm. we cancelled dinner reservations and waited for the tech, at 6:40 pm the tech called to say if this problem happens during the mornings then we would need to make another appointment. I told him we had been waiting and hes not coming he then told me our signal was strong and I would need some one here when it happens. I again asked if he was coming all I got was a rep would be calling with a new time then the call ended. about 5 minutes later a rep called to say the tech said we requested a new appointment . I told him we had been waiting for this appointment and it was clear they were not coming I then ended the call . the problem with the internet and cable is a on going one. we had one tech tell us we were at the end of the line and our signal was weak. we were given a FREE signal booster this FREE signal booster costs us $10.00 extra on our bill each month. slower than dial up internet maybe or maybe cable that costs more every month.Desired Settlement: we want to receive what we pay for fix your system . give us what we pay for

Business

Response:

Tuesday March 25, 2014