Time Warner Cable

You want to autopay your account online, great it's easy. But heaven forbid, you try to switch back to one-time payment. This is the second month of me calling about them sending through an auto-payment I never authorized, one that an online receipt was never generated for. As far as I can tell the billing department is just a bunch of scammers trying to keep people's bills so convoluted between refunded service charges, partial credits, and adjustments that a consumer needs a fine tooth comb to locate false charges on their bill. I would highly recommend against Time Warner cable if at all possible in your area.

I live in Indian Trail, NC. I have been with Time Warner for over 10 years and the past 2 years have been absolutely a horror. For about 3 months we had continuous problems of our picture breaking up into pixels and they could not fix it. It took multiple techs and phone calls to get the job done. It was like pulling teeth to get help
I am now without TV for the past three days and they are telling me that they can't get a tech here for another three days! Time Warner gouges their customers with their service fees and they don't have the techs to support it! I asked to speak to a supervisor and they said they will have one call within the hour. That was 24 hours ago and I still have not heard from anyone!!
They also turned off all secondary TVs that were getting local service and demanding that we now install a box for each TV at a $5.00 charge per month for each!!! This is on top of the bill we are already paying. Where is the FCC!! My advise is look elsewhere if you are in this area. We are in the process of doing just that.

Review: I have spoken to customer service numerous times about the services that I was supposed to get and how I never got any internet or cable services at all since May 13th 2013 and had that technician appointments and no show numerous times. I am now disconnected due to the numerous lies. I have tried to resolve this problem with no success. I am NOT a very happy camper at this point in time and no resolution was given to me and yet the demands final payment when I have had no services since May 13.Desired Settlement: remove all past due and current charges and reconnect me with no fee and make sure all services work

Business

Response:

Wednesday, August 28, 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 8/24/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Ms. [redacted] today August 28, 2013 and I advised the customer that unfortunately Time Warner Cable will not be issuing her account any credit as previously advised. Ms. [redacted] was installed with Time Warner Cable services on May 03, 2013 and we did not receive a call from Ms. [redacted] until June 16, 2013 to state that her services were not working and at that time she advised the agent that the services had not been working for a day. The agent credited Ms. [redacted]’s account. The service call that was set up for Ms. [redacted] was cancelled by the technician because the customer did not answer the precall as she was advised. Time Warner cable did not hear from Ms. [redacted] until July 10th, 2013 at which time she advised the agent that she had received a call stating that she would be getting disconnected for non-payment. Ms. [redacted] has only made one payment since she was install which was on June 16, 2013 and that payment was returned. Agent advised Ms. [redacted] that she could take equipment into a retail location and have it exchanged. The agent then offered Ms. [redacted] and upgrade to the Digital Home Phone service and Ms. [redacted] accepted.

[redacted] will be responsible for charges on the account. I advised [redacted] that she would have to return the Time Warner Cable equipment in order to have the equipment charges reversed.

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:

Review: We signed up for Time Warner in April 2013 and part of the offer was we would receive a $200.00 gift card. I never received information so I contacted Time Warner and it went through an appeals process and was approved in July 2013. I called the TWC Better Reward and they said everything was process but the card has not been mailed yet...then I was disconnected but then tried to call back several times and was disconnected and then finally spoke to someone and asked for a supervisor and was sent to Time Warner Customer Service. I finally talked to someone and she told me that because I didn't show proof of switching from another provider in which I was NEVER told that I needed to provide proof that I would not received the gift card. I was literally shocked and found it very fraudulent. This is a ploy to get people to sign up, never inform the customer as to what they need to do so they don't have to payout any promotional gift cards. I am quite upset that Time Warner does this. This is total FALSE advertisement and they should be told to stop. I have been searching to find out if anyone has EVER received a gift card. I think a thorough investigation should be done to see if any gift cards actually come to fruition. My guess is not. I have not yet found the rules or information on how to acquire the gift card the customer service person was reading from. Seems pretty fishy and a scam to me.Desired Settlement: Keep your word and send gift card and also make sure customers are informed.

Business

Response:

Monday, September 16, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received September 13, 2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Ms. [redacted] on September 13, 2013, and September 16, 2013, apologizing for the difficulties she has experienced in receiving the gift card she was promised when she had our cable, internet, and telephone services installed in April, 2013.

Our gift card department has placed her name on an exception list as of September 13, and she will receive her gift card within the next eight weeks. I apologized for her not having been included in the gift card list immediately following her installation, and also for an appeal she filed about the gift card in July having been delayed.

Ms. [redacted] has experience working in customer service, and she stressed in our conversations that customer service should be our company’s number one priority. She feels that our customer service in this situation has not been good. Long hold times, telephone calls being dropped as they were being forwarded, and inconsistent responses to her gift card questions were her three main complaints. As she mentioned in her complaint, she began to doubt the truthfulness of the gift card offer.

I am forwarding her concerns to our gift card management and our customer service management.

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 9:00 AM and 6:00 PM at ###-###-####. Or a voice mail message can be left for me at any time.

Sincerely,

Review: I initially ordered service on the Time Warner Cable website for Cable and Internet services. Once my order was complete I received an e-mail that my installation date was changed. When I called Time Warners customer service at ###-###-#### I spoke with somebody who said they corrected the issue. Later in the evening I received another e-mail that the time was changed. I called again to correct the issue and this time they were unable to find my order even when I provided my order #[redacted]. When I replaced the order over the phone with a rep my installation date was then set agian for my desired time of Thursday between 6-7pm. Between Monday 12/16/2013 and Wednesday 12/18/2013 I had to call Time Warner 10 different time. I have spoken to 10 reps a [redacted], [redacted] and supervisor named [redacted]. I was told multiple times a supervisor would call me back and they never did. [redacted] returned my call once on 12/18/2013 only to tell me that they could not help me and that they would waive my installation fee which is already waived with the package I ordered. I had spent 3 days worth of lunch hours(30 minutes) and not speaking to anybody. Each call is a minimum of 45 minutes to an hour and no resolution. the reason my installation date is constatly being changed is because they are not recognizing the difference between my apt and my neighbor in a lower unit who just happened to order around the same time. Once we realized what had happened the issue should have been resolved and my inital appt rescheduled. I now have to take off of work because they are unable to help and I am getting no compensation for the inconvience they have put me through. I have wasted many hours, telephone minutes, and my bank account has already been charged $118.00 from their company and I have no services to show for it.Desired Settlement: I have had many problems with TWC in the past. This is not the first time their customer service department has dissapointed me. I want them to take responsibility and apologize. All of the reps made it seem like it was my fault and there was nothing they could do. I want my account credited for the first month of service for $118.00 since I am not getting a full months worth of service and the installation process is such a hassel. I would go with a different company is [redacted] serviced my area. I wish I did not have to be a customer of TWC.

Business

Response:

December 31, 2013

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

Review: I ordered Time Warner Cable TV and Internet service for my home located in Wadsworth Ohio. After 4 delays during the installation process that was supposed to be done by Memorial Day, the finally completed installation a week and a half later. Once service was installed, I began noticing I wasn't receiving a monthly statement or bill from them. After calling them every month from August until November requesting a bill, my service was shut off 4 days after they finally billed me for services. I spoke to multiple customer service representatives who assured me every month a bill was "in the mail". I have spoken to supervisors and anyone who would listen to me. The CSR would get on the line, apologize for the inconvenience, then inform me I owed them XXX.XX of dollars. I told them I wanted to see a bill with itemized charges and I wasn't going to write a check for something without being billed. For 4 months this game went on and when they finally got me an invoice it was over $800 dollars. This first bill indicated the service was going to be turned off in 2 weeks, 4 days later the service was shut off. I called them explaining the problem again when the CSR said, "we realize your continued problem with our billing process, however, your bill is due now" At this point I was so frustrated after spending so many hours trying to get something as simple as an invoice, I told them if they weren't going to work with me to get the balance paid down, then they could take their service and put it where the sun doesn't shine. I have had no communication from them what so ever only to pull my credit report and find it had been forwarded to a collection agency. This situation is abhorent. Something as simple as getting an invoice for services dragging out for months only to be finally presented an invoice, then demand payment. Had they just sent me a monthly bill, like every other utility, payment would have been made. Since then, I switched to Dish Network and for 2 years haven't had a single issue.Desired Settlement: Issue a letter of apology for their mistake, remove the entry from my credit report, and NEGOTIATE a settlement.

Business

Response:

We called Mr. Scheutzow on 11/24/14 to discuss his complaint. We explained to him that the collection amount is correct. The balance on the account is justified because services were active and in use. We did explain that the bill was printed as a paper copy every month and sent to him. In addition, a local lobby or our online services were available to also get a statement.

Review: Time warner cable has called me up to 8 times a day. They on average call 5 times. I have asked them not to harass me with calls but it continues. All these calls are done by a computer and never a live person. In addition when we purchased the internet through this company it was at a price of 9.95 a month. Little did we know that they would continue to raise the price and now we are paying 45.00 a month. They advertise a package for 14.99 a month but will not allow us to switch to that price because it is only for new customers. After a year at the 14.99 the price then increases. In the area we live we have no other option if we want high speed internet.Desired Settlement: And allow existing customers the chance to have the 14.99 rate

Business

Response:

March 24, 2015

Review: As a current customer im not allowed to reduce my cable package. I having a hard time.. I was transfered 5 times and still no reduce package.. I have lost my job and trying to reduce my bills.. Time warner cable has made that very hard since they believe the more you have the more you save..Desired Settlement: Current and new customers should be allowed to change there monthly package acorrding to there income..

Business

Response:

Hello All,

[redacted] Revdex.com has been addressed.

Have a great day!

Review: Approximately a year ago I requested basic cable with the understanding that it included cable news channels, CNN, MSNBC, Fox, etc. It was delivered at the time as promised and I turned in my cable box. A few months ago I noticed some of the local HD channels disappeared. Not an issue because I rarely used them. However, I decided a few weeks ago to inquire if there was a problem. After several long phone calls it was decided by Time Warner that a house call was in order. The tech showed up, checked a few cables and pronounced that all was well. I just needed to run a new channel search on my TVs. All the disappeared HD cable channels reappeared, but all the news channels, the channels I watch most often, disappeared. I called customer service (another long call) and was told that I could get these channels back with a mini box for an extra $2.75 per mo., per TV. Told him I was not happy and would think about it. Decided to go with one TV, went to the local Time Warner office to pick one up for my primary TV. At the office I was informed that I had been lied to and that, in fact, I would need to upgrade my service with a full cable box fox another $40 per month to reacquire the channels originally promised.Bait and switch.Desired Settlement: Deliver service per original promise.

Business

Response:

We finished the investigation into Mr. [redacted] complaint. On 09/30/2014 the account was downgraded to the Starter television package. When that downgrade took place it was only completed in office. This type of service change requires a technician to downgrade the service at the pole. As a result Mr. [redacted] was receiving channels for which he was not paying. An audit was done in customer’s area and a trap was installed to block out the channels that the customer was not paying for. The starter package only carries up to 20-25 basic channels, while Mr. [redacted] had been receiving up to 100 channels. After the audit the customer realized that he was no longer receiving all of the channels and called Customer Service for trouble shooting. The agent told him that for some of his basic channels that it would require a digital adapter. The customer did choose to add that to his account for $2.75 per month. That did not resolve the issue so a trouble call was placed, on which the technician educated the customer why he did not receive all the channels. We spoke to Mr. [redacted] on 07/21/2015 about his complaint and explained that the additional channels could be added to his television package with an additional charge to his monthly service. Mr. [redacted] declined the extra charge and terminated the call.

Regards,

Time Warner Cable

Review: 5 days after I stopped my service I was getting phone calls from a collection agency demanding payment. I had not got a final bill from TWC and told them that and to stop calling me. They continued to call and I told them I'm not paying them and until I get a final bill from TWC.Desired Settlement: Have TWC stop their collecting practice. They need to let the person get the final bill and have a chance to pay it before going to collections.

Business

Response:

RE: [redacted] Complaint # [redacted] Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter. After reviewing Mr. [redacted] TWC account the following has been determined. Mr. [redacted] returned his TWC equipment on April 20, 2015. Upon returning the equipment there was a final balance of $63.66 on the account due to TWC. In an effort to reduce bad debt and increase equipment recoveries prior to write off, TWC’s Payment Services Recoveries team utilizes four internal collection agencies to assist in these efforts. These agencies will contact customers in an attempt to resolve their past due balances and retrieve equipment prior to their account being written off and sent to an outside collection agency. Although we are pursuing unpaid disconnected account balances earlier with this new program, we very much recognize the importance of the customer’s experience – even in delinquent situations. It’s our hope and expectation that an early, but “lighter”, collections effort will prevent more customers from ultimately being reported to a credit bureau. We understand that this effort may not be appreciated by all customers but TWC feels these efforts are in the best interest of our customers.In Mr. [redacted]’s case, TWC would like to extend an apology due to the request that he made not to be contacted, after stating that he will make a payment upon receiving a final bill, not being honored. We regret any inconvenience this may have caused Mr. [redacted]. Thank you for the opportunity to respond to this inquiry. Sincerely,[redacted]Customer Escalation SpecialistTime Warner Cable Kansas City

Review: Time warner cable has been adding charges onto my account from a collection balance from 2004-2005 when I was a minor due to someone else using my information. Multiple customer service reps kept telling me the issue was resolve and also stated due to how old the charges are they can not bring the charges back from collection and include with my current charges. I have been making payments every month and no one told me it was being applied to the charge off account and when I got the service turned on in December of 2014 I was also not advised There was a balance in collection. Due to the lack of knowledge their service reps have they are now saying I owe $542 and also still can't tell me what's in collection or what was the total balance. I haven't receive I bill since May of 2015 so they are not providing any documentation to support what I'm being told over the phone. I have spoken with the fraud department and customer service over 10 times in the last 2 months being told different answers. I'm highly upset and disappointed about the lack of correct information that has been provided to me and the willingness to help solve the issue that I am having. Supervisors don't want to talk to me and they also don't understand what's going on with my account. My service is now going to be disconnected because of information that was not accurate that was provided to me.Desired Settlement: My bill needs to be adjusted for the collection balance due to multiple reps and at least one supervisor and 2 fraud department reps saying the balance was resolved and taken off of my bill. And service needs to remain active as a courtesy my service should be free for at least for the two months I spent on the phone taking time from my family talking to multiple reps for over an hour at a time. All calls from my account need to be listened to by A supervisor to prove what I am saying is valid!

Business

Response:

Tell us why here...Time Warner Cable reviewed Ms. [redacted] complaint and verified that that debt in question of $597.42 is over 10 years old and has been moved back to the previous account as we do not pursue debt over 7 years. Ms. [redacted] account has been credited for $47.52 for late fees. The account is not scheduled to be interrupted due to non-payment. Time Warner Cable apologizes to Ms. [redacted] for any inconvenience this situation may have caused.

Review: I was promised a $300 gift card by 2 of their reps by phone that they would be sending out to me directly right away and they broke that promise to me for all my troubles and for retaining my services with them. I have been a customer for over 10 years now and my account has been in good standing ever since. They have been giving me the runaround on this over the past week and a half. I am so upset and so angry with them now. I am seriously considering taking my business elsewhere to someone else to another company. Time Warner Cable is not living up to their motto anymore to keep a customer happy and to keep their business. They have lost my trust!Desired Settlement: I want my $300 gift card that their reps promised me by phone to be sent out to me directly right away. I am not waiting another 60 to 90 days for this. I am a very dissatisfied customer now!

Business

Response:

August 31, 2015[redacted]

[redacted]Revdex.comof Wisconsin10019W. Greenfield Ave.Milwaukee,WI 53214 RE: Customer: [redacted] CaseID: [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 Mr. [redacted]’s account and has and our office has previously addressed this issue with him directly where we found that Mr. [redacted] wasconfused with the terms and conditions of the $300 Retention gift card offer.As it was explained to Mr. [redacted], and found on our Better Rewards website (www.twcbetterreward.com) under the Terms and Conditions page, all customers must register for their gift cardusing a redemption code that TWC sends to the customer and must also maintain their current level of service and keep their account in good standing for the next 90-days of service. Once these stipulations have been met the customer’s gift card will be mailed to them and they will receive it within 4-6 weeks AFTER the conclusion of their 90-day period. Mr. [redacted] was provided this information several times and it was explained to him that these terms and conditions are non-negotiable but he was unsatisfied with the terms and conditions of this offer.Currently, Mr. [redacted] is on track to receive his gift card provided that he registers for his gift card with the redemption code that has or will be sent to him. Time Warner Cable apologizes to Mr. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Consumer

Response:

Review: I am being asked to pay for internet services that I had called and cancelled in the past. Due to the fact that I did not return my modem after contacting them to disconnect my services and get my bill paid current, they kept my service active and did not explain that I would have to pay for the upcoming months. When I called them to find out why I was continued to be billed they said it was because I didn't return the modem and would be responsible for the charges even though the modem was not plugged in and I was currently using AT&T internet.

I was so angry at how poorly I was treated by the company I just didn't want to deal with it. I take accountability for this part I played in creating this billing issue, but now that I am trying to resolve the issue they are refusing to reverse the charges I incurred following my request to disconnect services.

Again I was treated like I was an it for not understanding their internal policies and was told that I had to pay for the internet changes incurred following my request to have them disconnected. I have been given the run around and told different things from their various areas I've spoken to in how this should work, but the understanding that I have is that after a request to disconnect and not returning the equipment I should have only been responsible for 12 days of services. Not the month and a half they actually billed me.

I dealt with a supervisor named Ward who made me feel this was all my fault opposed to working with me to resolve the issue understanding that I did not get their policies as a consumer. All I know is I put in a request to disconnect services on 10/30/13, was billed through mid December, and understand that their policy is to only bill for 12 days when equipment isn't returned.

That is not fair, it's not my responsibility to know their policies, and I feel I'm being taken advantage of because I don't have another option to get internet and I need it for my job. I thought my offer to pay for the 12 days their policy says I'm responsible for was a fair trade off, but instead he said when I called to pay my bill current and cancel the service those rules don't apply for some reason.

I think I'm being lied to, he said he has no supervisor over him to go to, and he is using my credit standing and ability to access services I require over my head to try and get a debt collection that I do not feel is legitimate.

I need help. Thanks.Desired Settlement: After the way I've been treated and lied to by this representative I want this debt wiped clean. This has made me so frustrated and angry I was literally shaking and have got no work done at my job. This is also impeding my ability to get my job done, and incurring now data plan charges on my cell phone because I have no internet at home.

I work for a company that always does the right thing for the customer, especially when they may not have understood our internal procedures, and I feel the right thing was to bill me for the policy I understood which was the 12 days. But the way this rep handled my case is inexcusable and is causing me to incur more costs so I refuse to pay any money to this company now. I hope that someone can help with that.

Business

Response:

Upon receiving Mr. [redacted] complaint, Time Warner Cable investigated the account which shows Mr. [redacted] owes a balance of $116.89. Mr. [redacted] has been informed of this balance in order to be installed with Time Warner Cable services. There was no order for a request disconnection in October 2013 or in October 2014 and the equipment remained on the account until August 17, 2015. Time Warner Cable has mailed out six bill statements to remind Mr. [redacted] of the balance on his Time Warner Cable account. Any questions regarding the balance, Mr. [redacted] can contact Time Warner Cable Risk Management department at 866-967-7408 for further assistance. Time Warner Cable has denied all service to Mr. [redacted] until the delinquent balance is paid in full. Time Warner Cable apologizes for the inconvenience this situation may have caused and consider this issue closed.sincerely,Time Warner Cable

Consumer

Response:

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: My internet and alarm services has not worked since 11/01/2016, I have called a couple of different times, first time starting in 11/3/15, 11/15/15 01/8/15, 02/01/16 and 2/8/16, I fell to write down the individual names. However on 2/8/16 I spoke with a supervisor by the name of sara she refused to give me her last name. I requested a tech to come out, each time I was told we will have some call to schedule an time with you, I gave them my phone and each time no one has called back, Today I was told by sara that no times were available and she will call me back within 30mins-39 mins I spoke with her at 1:23 and its is 2:18 and no one has called me to confirmed an appointment time.Desired Settlement: I would like my past due amount of 39.99 and current charges 95.44 to be removed from my account and a tech to come out and fix my services. Or to have my contract cancelled and all services disconnected.

Business

Response:

On 2/13/16 we were able to complete a service call to resolve the reported issue with Ms. Knight's service. On 1/20/16 Ms. Knight was given credit in the amount of $85.50 for her concern. We have applied an additional $34.47 in credit to the account to total $119.97 for 3 months of the Intelligent home service. We apologize for any inconvenience this may have caused. Time Warner Cable considers this matter to be resolved.

Consumer

Response:

When it comes to time warner cable the thought of service is absent to none no matter how many times they come out to fix or improve internet service has no effect or is just for show so customers dont get angry I have had att uverse for my service before that and found it to be three time better than time warner cable could ever hope to be.

TWC is the worst company, their customer service is horrid and they go as far as lie to get business. Stay away if possible! After three years of TWC servicing our home we can tell you first hand TWC have been nothing but a hassle. Never can get a straight answer from customer service depending on who comes on the line. One says this, the other that. Sometimes very rude, (Sam) is the worst to deal with Sam is a joke. They sign you up with a bundle, quoting 1 price and when the bill comes, it's another.
PLEASE save yourself time and headaches – GO WITH SOMEONE ELSE! Hopefully the FCC, and other governmental agencies will see the unethically manner Time Warner Cable conducts there business

Review: I was changing cable providers after putting up with Time Warner for around 25 years! I took my equipment to their service store as instructed for my termination of their services! I did this on Nov. 19th, 2013! I was told that since we prepay for services that I would be receiving a rebate in 4-6 weeks because I was paid to the end of the month! My experience with that representative was interesting, but that's another story. I thought that finished it, but then on Nov. 25th another $148.07 was taken out of my checking account on an auto pay which I believed was for December services! On their website it clearly states that all services are prepaid a month in advance! When I did an online chat, I got a very rude and uninformed "escalator" who told be to check my bills! I said I would and would call back, but when I went back to check them online, my password and ID was no longer valid and I have no paper bills as I opted for online bills only! The copy of the online chat that I requested was also not sent! I did a phone chat with a nicer representative, but I told her also that what she was telling me is not what their website states!Desired Settlement: I am expecting to receive my rest of November prepaid rebate in another week or two, but I still feel that they owe me $148.07 cents that they auto withdrew from my checking account for a December month of service that I won't be receiving!

Business

Response:

January 04,2014

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received December 20,2013, regarding the concerns of:

Thank you for providing us with the opportunity to address Mr. [redacted]'s billing concerns.

Our records indicate that in 2005, Mr. [redacted] enrolled his account in recurring payments using Time Warner Cable's PayXpress online

bill pay system which is available through MyServices where he was also able to view his statement each month or make changes to his

recurring payments prior to his account being disconnected.

On 10/25/2013, we received a request from another phone company for Mr. [redacted]'s home phone number and an order was entered

for the home phone service to be disconnected as of 11/19/2013. Mr. [redacted] made no changes to his recurring payments at this time

On 10/26/2013 a statement in the amount of $148.07 generated for Mr. [redacted]'s account. In it, the following information appeared:

• The statement date: Oct 26, 2013.

• The Service Period 11/02 - 12/01.

• The payment Due date: Nov 33, 2013.

• Total amount due: AUTOPAY.

• The wording "You are an AUTOPAY customer. Thank you! Auto Bank Payment Will Be Made on 11/22/13".

As per the terms and conditions agreed to when enrolling in recurring PayXpress and payments, because Mr. [redacted] was still enrolled

in recurring payments, this statement prompted a pending payment of $148.07 to be shown as waiting for the due date of 11/22/13 to be

posted.

On 11/20/13, Mr. [redacted] returned the equipment and disconnected his account. Service charges were refunded on a prorated basis

from 11/20/10 through the end of the billing cycle, 12/01/13 which resulted in a revised balance due for 11/02 through 11/20/2013 of

$90.39. A statement generated and was mailed to the customer.

On 11/22/13, the AUTOPAY payment that was pending for the 11/22/13 due date processed as scheduled which left a credit balance of

$57.68.

Credit refunds are processed 4 to 6 weeks after any pending payments have posted, all equipment has been returned and the

disconnection has been completed. Processing for Mr. [redacted]'s refund began as of 12/17/2013.

We understand Mr. [redacted]'s frustration, however, the billing cycles, statement and due dates as well as the AUTOPAY reminders are

clearly shown on each statement and Mr. [redacted] made no changes to his recurring payments when he was preparing to disconnect his

account which we were able to share with Mr. [redacted] when discussing his concerns prior to writing this letter.

I have also mailed a copy of the 09/26, 10/26 and 11/22 statements to Mr. [redacted]'s home so that he will have the information for his

records. He should be receiving them this week via USPS mail.

Should you or Mr. [redacted] have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday

through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Business

Response:

Dear Mr. [redacted]:

This reply is in response to your letter received January 07, 2014, regarding the additional concerns of:

Thank you for providing us with the opportunity to address Mr. [redacted]'s billing concerns.

Time Warner Cable does bill in advance for our services.

When a new customer is installed, we ask that they prepay the 1st month's charges along with any installation fee either before the installation date

or as a COD payment when the technician visits their home to install the services. Their billing cycle begins on the date the service has been

installed. Thereafter, each monthly statement generates 7 to 10 days prior to the date the new billing cycle begins and payments for the current

billing cycle are due 8 to 11 days prior to the end of that billing cycle depending upon the number of days in the cycle.

When a payment is shown as pending on an account, the amount of the payment is applied to the balance due for the account. Because Mr.

[redacted] had a payment pending for the due date of 11/22, when he spoke with the counter representative on 11/20, the system would have shown

that pending payment which would have applied to services through 12/01/13. Once that pending payment posted to the account, a refund for

services from the effective date of disconnection 11/20/13 through the end of the now paid in full billing cycle, 12101/13 was due to Mr. [redacted].

As previously stated, however, the billing cycles, statement and due dates as well as the AUTO PAY reminders are clearly shown on each statement,

copies of which had been mailed to Mr. [redacted] and which he should have received by now.

Should you or Mr. [redacted] have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through

Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.

Sincerely,

jean Marie

Consumer Contact Specialist

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 deceptive but satisfactory to me. I only wish it was stated more clearly on website and representatives are all on the same page when it comes to their policies and enforcement of same!

Review: I cancelled service with Time Warner Cable. Not only did it take 2 weeks to cancel my service from time of contact, they continued to charge me for services. Right after cancellation of my service, I also cancelled my automated monthly payment.

The statement after my cancellation had a credit balance of $5.73. I received this statement on January 16, 2014.

However, on February 6, I was still charged $90.83 that was automatically deducted from my account. I was then told by customer service they would refund both amounts in 4 to 5 weeks. My chat transcript with them is below.

Chat Transcript Below

User [redacted]_ has entered room

Analyst [redacted] has entered room

[redacted]>Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is [redacted] and I would be happy to help you.

[redacted]>How are you doing today?

[redacted]_>I was doing well until I saw the charges against my checking account today.

[redacted]>Glad to hear that.

[redacted]>Okay.

[redacted]>I apologize for the inconvenience caused to you.

[redacted]>Please allow me couple of minutes while I check this for you.

[redacted]>Please provide me the service address registered under your account.

[redacted]>Thank you for the Information.

[redacted]>Thank you for waiting.

[redacted]>Thank you for your patience.

[redacted]>Sorry for the delay.

[redacted]>I have checked your account and I see that the payment has been processed for $90.83 but there is an credit balance on the account for -$96.56.

[redacted]>You will get a refund check in 4 to 5 weeks.

[redacted]_>Since I cancelled the automatic withdraw online when I cancelled my service, will this now be cancelled as well or will I need to continue to watch for future charges? This is unacceptable that you charge a customer after they both cancel service and cancel automatic withdrawal.

[redacted]>I would like to inform you that it takes 1 billing cycle to cancel the auto payment.

[redacted]_>Regardless, it should have never occurred in the first place when my balance due was a negative $5.73. I hope places you do business with continue to charge you after you stop doing business with them and you keep extra money in your account to just cover these charges and then wait 4 to 5 weeks for your money. If I paid you 4 to 5 weeks late, I would get charged a late fee. What will you do for me but just refund what I had coming (the $5.73), plus the money you should never have deducted in the first place.

[redacted]_>I will file this transcript with the Revdex.com so they are aware of your business practices.

[redacted]>Okay.

[redacted]_>Is there anything else you want to communicate about this matter, or should we end the chat so I can get the transcript via e-mail to file?

[redacted]>Please wait.

[redacted]>One moment please.

[redacted]>Let me transfer this chat to our escalation team as they will help you to get the issue resolved at the earliest.

[redacted]>Do you have any further questions before I transfer this chat?

[redacted]_>no, but I do see you have a significant number of Revdex.com complaints already

[redacted]>Thank you.

[redacted]>I am sorry we do not have any number that is why I am transferring the chat to our higher authority.

[redacted]>Please do not close the chat window while the chat is being transferred.

[redacted]>Again, my name is [redacted]. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week.

[redacted]>Please wait, while the problem is escalated to another analyst

Analyst [redacted] has left room

This was escalated to another analyst who said they refunded the money to my account, but I don't see that having processed yet. I'll continue to watch.Desired Settlement: I want a refund immediately, not in 4 to 5 weeks. I also want the Revdex.com to be aware of what seem unreasonable time frames for terminating service (two weeks seems excessive) and that Time Warner continues to bill customers after service cancellation. I see other firms end up on the news for engaging in practices such as these.

Business

Response:

February 22, 2014

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received February 07, 2014, regarding the concerns of:

Thank you for providing us with the opportunity to address Mr. [redacted]'s billing concerns.

Our records indicate that we were contacted on 01/02/2014 with a request to disconnect Mr. [redacted]'s service. The agent who assisted Mr. [redacted] scheduled the disconnection order incorrectly which caused a delay in the stop bill date.

Mr. [redacted] used the Time Warner Cable online bill pay system to make his monthly payments on a recurring basis. It appears that the

recurring payment authorization was not canceled until 01/14/2014 which was after the 01/10/2014 statement printed. As of the statement date, Mr. [redacted]'s payment was shown as pending both online and on his account awaiting the due date of 02/05/2014. As a result, the payment would have processed as usual. Mr. [redacted] would have been able to see the status of his current recurring payment online as well after the recurring payment authorization was canceled. As a courtesy, we arranged for the payment amount of $90.83 to be refunded to Mr. [redacted]'s credit card which processed on 02/08/2014.

Mr. [redacted]'s account has been prorated to reflect the date he initially contacted us to disconnect the service, 01/02/2014, which resulted in an additional refund of $36.21, making the total refund amount, (excluding the 02/05/2014 payment), $.41.94. This refund process began on 02/18/2014.

We apologize for any inconvenience caused and have shared this information with our leadership team for coaching purposes.

Should you or Mr. [redacted] have any additional questions or concems, please feel free to contact me. I may be reached Tuesday through

Saturday, between the hours of 6:00AM and 2:30PM at [redacted].

Sincerely,

Consumer Contact Specialist

Consumer

Response:

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