Time Warner Cable

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: 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: 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: 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: 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

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.

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.

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: 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: 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

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,

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.

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: 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 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: 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:

Review: I signed up with Time Warner Cable on 2/18 of this year and spoke with an employee who promised me a price after tax as well as a $300 gift card. I have had several phone calls with customer service and am currently awaiting on phone call back. Several employees have told me they would pull the phone calls and honor the pricing once the offer was confirmed After calling today and giving the last reference number, I was told that is not a real reference number and they had one from the following day saying they tried to contact me to tell me the plan I am in was not expensive enough to qualify. That is not my fault or issue, I am going off what was offered to me. They should have to honor the price and the reward card offer!Desired Settlement: I would like them to honor the pricing offered when I signed up as well as issue the $300 gift card to me!

Business

Response:

Good morning We reviewed the account and complaint. We reached out to the customer because the price he was quoted was a before tax price. We went through current campaigns and was able to lower the billing to $126.03 after estimated taxes. We escalated to get the customer added for the $300 gift card. They are now registered for the card as of 2/20/16 when the new services became active. They will want to make sure they meet all requirements for the 90 day period. The status of the gift card can be check on www.twcbetterreward.com . The status will update as of May 9th and they will be able to follow the process. If there are additional questions or concerns we can be reached at 800-617-4311. Thanks

Consumer

Response:

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: looked into lowering cable bill. Was told that it could only be lowered by going into a promo package. Received bill

for the next month that was 2 times higher than the previous amount. Told it was due to an additional service that was billed twice and to "pro rating of service. Talked to a rep and was told that they could not correct the bill because I was enrolled in auto pay. Assured me that the next month's bill would reflect the change. The next months bill was high again. Called, talked to 4 different people. Could not talk to a supervisor because the rep had explained what had happened. For 2 months of service I will be paying 600.00 for cable service. I would like a detailed explanation of why my bills are so high. Frustrated that I can't talk to someone higher upDesired Settlement: Explain the problem, get the billing correct for my account.

Business

Response:

April 5, 2016

RE: [redacted]

Complaint # [redacted]

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

On 2/12/16 Ms. [redacted] spoke with a customer service rep looking to lower her monthly bill. After reviewing the account the rep informed Ms. [redacted] that he would be able to lower the bill if she were to bundle the service adding phone, saving her roughly $50 a month based off of the newly increased amount. However the rep mistakenly added a secondary internet to the account causing the bill to increase instead of decreasing.

After making a few additional calls to TWC, on 4/4/16 Ms. [redacted] spoke with a customer solutions rep that removed the phone off of the account and added a new promotion to the 2 services remaining on the account, providing the monthly rate of $156.37 post tax for 12 months. Ms. [redacted] was informed that the installation fee was waived as promised by the rep and she has received a one-time adjustment for the difference in pricing making her current invoice $118.41. These changes brings the total for 2 months of service to $299.01.

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

Sincerely,

Customer Escalation Specialist

Time Warner Cable Kansas City

Consumer

Response:

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

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

Regards,

Review: My previous promotion (TV, sports pass, HBO, showtime, starz, cinemax, and ultimate internet) I was enrolled in ended at the end of December 2015. I called beginning of January to cancel TV service because I was going to switch back to DirecTV due to a great returning customer offer. When I spoke to the retention department, they were able to find me a new package that would only raise my bill $8/month, and all I would lose was starz and cinemax. That was acceptable since we didn't watch those channels much and it included a $150 visa gift card. Well after I received my first bill, I discovered no changes were made. I had to call again and a supervisor had to review my previous call because the promotion package I was quoted ended and was never applied. I got a follow up call a day later to inform me everything was taken care of. Now I check my bill again and its still wrong. It's $10 higher than it should be, and they downgraded my internet from Ultimate to Extreme, without speaking to me about the change. The "supervisor" I spoke to kept telling me the difference in internet packages was minimal, even though it's the difference of 20 mb/s. To me, that's pretty substantial. Not to mention, he really didnt acknowledging that changes were made to my account without my approval! He was able to get my bill down closer to the quoted price but I'm still out the service I should have. Very disappointed to lose more of my service I was promised and pay more for it as well!Desired Settlement: I would like the services I was promised for the price I was quoted.

Business

Response:

Thank you for contacting Time Warner Cable. Please allow more time to thoroughly investigate Mr. Brown's complaint. We appreciate your patience as we work to resolve this issue.

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 response is satisfactory at this time. I look forward to finding a resolution.

Regards,