Time Warner Cable

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: 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: 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

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: 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 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:

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.

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]

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: 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: 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: 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: 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

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: 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 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.

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: 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:

Horrible customer service. I had an appointment time of Saturday to have my cable installed. The tech showed up at 5:30. Looked at the job and told me he did not have enough cable to run to my house. The pole is right across the street. He said he didn't want to go get more or call someone to get more because he was done at 6. Told be to call and re-schedule. The next appt. was over a week. So I need to wait over a week because they didn't bring 75' of cable. I contacted "customer service" twice. It even went to their escalation dept. Their answer was: too bad you'll just have to wait. So as a consumer I have to wait because of their mistake. My mistake was choosing Time Warner Cable. Read the on-line blogs. Stay away.

Time Warner Cable initially raised my cost and deducted the higher cost via autopay from my debit account without notifying me ahead of time. After this experience I instructed them in mid march over the phone to remove all debit card and account information, to discontinue autopay, and to discontinue service. I was told that all my payment information had been deleted, that autopay had been stopped, and that I would not be charged if I returned the hardware before the end of the day april 12, the last day I had paid for. However on April 4 time warner cable charged me yet again at the higher rate. I feel like because this happened after I had ended any and all authority for them to deduct any amount that this is simply theft. On my first call to them I was hung up on. Finally after my third call to time warner I received a call back from a supervisor. I was told by her that yes this payment should not have happend but that I was expected to be a "responsible" customer. This is an excuse for outright theft in which tney attempted to place the blame on the victim. The sad thing is that I had planned to call them today to continue my service but instead my reasons for leaving where simply reinforced. I will encourage all customers of TWC to leave the company before they to experience hostile and abusive customer service,