Time Warner Cable

Review: I called Time warner because of my package expiring and wished to explore my options for a better price than they were offering after package expired on Nov 30th, 2015. I was told they could offer me a total price of $122.41 per month for a year. When I received my next bill, it was for $144.53, the same amount before I called. I called again and was told there was " record of who I talked with" which I also dispute. I was told I could only get a price of $133.63 and they have "no idea" how I came up with $122.41 per month for a year. I believe they should honor what the customer service rep told me which I wrote down during the conversation and I don't believe they have no record of the transaction or what Rep I talked with but did have a record of my call. This time I recorded the time called, the work order number and the Rep name to protect myself from "upcharges" and "no record" of what was discussed by their employees. I have been with time Warner for at least 20 years and got no sense of any concern that my business was important to them.Desired Settlement: Billing adjustment for the next year of service.

Business

Response:

Conciliation Department Revdex.com, Inc. RE: Customer: [redacted] Case ID: #[redacted] Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted]s complaint. Unfortunately, we do have a promotion at a monthly rate of $122.41 to place Mr. [redacted] into. However, at this time, Mr. [redacted] has been placed into a 12 month promotion taking his monthly rate to $116.46 with taxes it take his rate to $128.10. This is a $5.69 monthly difference then what he stated he was quoted which is a $68.28 difference for the year. At this time, the $68.28 has been credited to his account in effort to honor what he stated he was quoted. Time Warner Cable apologized 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 you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

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,

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.

Review: I wanted to drop time warner cable back in March/April of 2015 because of their consistently poor customer service, inaccurate billing which resulted in overcharging, and interruption of services. I was promised by a gentleman named [redacted] that if I didn't drop them, and stayed with them for 3 months I would receive a $300 gift card. At that point I was ready to drop them anyway but we discussed as a family and decided to stick with them for the 3 months, get the gift card and research other companies in the mean time. There continued to be issues with inaccurate billing, poor customer service. We reviewed a mailing from the company that said that our account was reviewed and eligible for an upgrade at a much lesser amount that we were paying. So we did this to try it out and give them the benefit of the doubt. Yet again when the bill came we were overcharged yet again because someone didn't add the correct discounts to make the bill the quoted price. I was infuriated as this is consistently happening. I also asked the rep [redacted] about the gift card from 3 months prior. He apologized and said it had to be escalated to a supervisor. He too promised and reapplied a $300 gift card if we stayed for another 3 months. He also said someone would call within 24/48 hours. 4 days later I called back because no one called me to update me. They claim suddenly that the account wasn't eligible to recover the gift card and they would not be providing one. They also claim that despite [redacted] telling me that there was nothing that I needed to do on my end as a customer but to just stay with TWC, that there are stipulations to the gift card. Which was NOT Told to me.Desired Settlement: I want the $300 gift card that was promised to me asap. We stayed for 3 months and we are owed this. we will be looking to drop services once our new ones are established and I want zero cancelation fees if there are any.

Business

Response:

July 22, 2015

Review: Called TWC to discuss bill. Promotional period ended. Have not known PIN number for years. Called. CSR asked for last 4 digits of socials. Provided both mine and my husbands. I was then told they could not talk to me, the account was locked and someone would have to call. I responded that was ridiculous as I was already on the phone. I had two questions, could I get the promo offer that was advertised in my current bill and how was that promo offer different from by current service. They would not talk to me about these two questions which I find interesting. I then went on line and got set up on line. I received that same feedback from JAMAAL. The person on the phone was Jody. I wanted to resolve the issue, they kicked the can down the road. I believe this is a stall tactic to not allow legacy customers to keep their bills reasonable. We have been customers since 1998. They have a monopoly in our area.Desired Settlement: 1) I expect to know the availability of the lesser cost promo package for our service

2) I expect to know what the difference between that package and our current package is.

3) I expect that information to be available without a secret handshake

4) I expect to have that information prior to my next billing statement

5) I expect to have a detail of what increased in our bill, going from $190.50 to $221.98 when a promo package in our bill is advertised at$159.99

Business

Response:

Hello All,

[redacted] Revdex.com has been addressed.

Have a great day!

Review: Called time warner to set up service and installation for internet service. I had to cancel the appt, due to father passing away. 2 weeks later, I saw on my credit card, that Time Warner was billing me the monthly service charge. They had never installed anything. I called and immediatly put a stop payment on the charge. I called to reschedule the installation, and was told they could not, due to an outstanding balance. The balance was the amount they had fraudulently billed me in the first place.

It took me numerous calls, and 2 hours on the phone the get the charge removed! Plus I will have to check my credit report to ensure this charge is not listed as an overdue bill!Desired Settlement: I expect Time Warner to verify that the charge is not listed as a negative in my credit report. I also expect their policy to be changed, about billing before the installation is verified. How many times have they billed before the service was installed, and nobody noticed the charges?

Business

Response:

Hello [redacted],

Review: I am experiencing a bait and switch scam from Time Warner Cable as well as their failure to correct billing errors. I agreed to $121.87 monthly for internet and cable services when I called them to change my services to a new address. However, they are not honoring the monthly amount they gave me and I agreed to. In March 2015, I made an appointment with Time Warner Cable to move my services to my new address on April 4, 2015. I talked to [redacted], work order #[redacted], and he set me up with the same services I previously had plus upgrade Internet to 30 mbps for $121.87 per month. I was previously paying $131.40 per month and he said I could get the same services plus upgrade Internet to 30 mbps and get HBO for the same price. I said I didn’t want HBO, I wanted to get the price lower. So he quoted me $121.87 for the same services I was getting plus upgrade to 30 mbps. He also told me I would not have a payment due until May 13, 2015 and that my rate was guaranteed for 12 months.

I received a Special Offer From Time Warner Cable in the mail with my “preferred rate” of $89.99 for ultra-fast internet, TV, and phone: 30 mbps internet, preferred tv, and home phone, $89.99/month for 1 year plus taxes, equipment, other charges, which should also confirm the $121.87 per month.

I called a few days before the change over to confirm the appointment and the customer service rep told me she showed that I have the bundle including the phone, I told her I didn’t ask for the phone and she said it was cheaper to bundle and confirmed my monthly payment was set up for $121.87. The change over of my services to the new address took place on April 5, 2015, and I have since received numerous bills from Time Warner, all with different amounts due, and none showing the monthly $121.87 I agreed to when [redacted] moved my services to the new address.

I have called Time Warner customer service several times and was told the problem was fixed, but I continue to get incorrect bills from them. I received a bill Statement Date March 18, 2015, addressed to my old address ([redacted]) for a total of $275.12 for service period 3/24 thru 4/23. On April 24, 2015, I talked to a service rep who told me my monthly payment is showing $121.87 per month, and that my March 2015 payment was received and I do not have a past due amount of $133.60 and that I was paid up to date and that he would remove the $7.92 late fee. He told that since I had just paid in full in March 2015, I would not have a payment due until May 13, 2015. He told me the $39.29 balance on my account I saw when I logged onto Time Warner website was the pro-rated amount for 3/24 to 4/5 for the previous address. Since the amount showed “now due” online, I paid the $39.29 on 4/27/2015.

On pg 4 of the Statement Date March, 18, 2015, my services include the following and the charge is $122.20:

Time Warner cable promotion (starter tv, standard tv, variety pass, standard Internet) $89.99

Time warner promotion $1.98

Digital adapter remote $0

HD-DVR Set-top box $11.25

DVR service $12.99

Internet modem lease $5.99

A few days later I received another bill from Time Warner Statement Date April 6, 2015, addressed to my new address with a total due of $148.99 due 4/13/2015. Not only is this total incorrect, why is a payment due in April 2015 when I am paid up to date for March 2015. This bill includes services I did not want or agree to.

Internet modem lease partial month $3.99

Starter TV partial month $10.43

Home phone national partial month $10.45

Standard TV partial month $21.93

Voicemail partial month $0.83

Variety pass partial month $4.66

EPIX partial month $2.09

DVR service partial month $6.67

Digital adapter partial month $3.15

HD DVR set top box partial month $2.35

Extreme Internet upgrade partial month $13.33

Standard internet partial month $12.13

Since I did not ask for a change in my services and [redacted] told me the only change would be the upgrade to internet 30 mbps, I don’t understand why I have all of these new charges. Why am I being charged for Starter TV and Standard TV? Why am I being charged for Standard Internet and Extreme Internet? I did not ask for nor agree to EPIX or Variety pass, why am I being charged for it?

A few days later I received another bill from Time Warner Statement Date April 18, 2015, with a total due of $309.01 due May 14, 2015, which included a different set of charges:

Time Warner Cable promotion (Starter TV, Standard TV, Variety Pass) $55.53

Time Warner Cable promotion (EPIX, HD DVR set top box, extreme internet upgrade,

standard internet, voicemail, home phone national) $61.76

Time Warner Cable promotion (DVR service) $10.00

Time Warner promotion (1 digital adapter, digital adapter) $1.98

1 digital adapter $2.75

Digital adapter remote $0

Home wi fi $0

Internet model lease $5.99

While viewing Netflix, the Internet is very slow and often stops altogether. [redacted] told me that with the upgrade to 30 mbps I would not have any problems with the Internet. Last week I was out of town for work and watched Netflix at the Hyatt and had no problems at all with Netflix; therefore, it is not my computer, it is the fact that Time Warner is not giving me the 30 mbps as [redacted] told me.

On May 11, 2015, I paid $121.87 to Time Warner online for the services and rate they provided to me when I agreed to continue with their services. This is what I am requesting:

1) I am requesting that Time Warner give me the services I agreed to with [redacted] at a rate of $121.87 per month:

Time Warner cable promotion (starter tv, standard tv, variety pass, standard Internet)

Time warner promotion

Digital adapter remote

HD-DVR Set-top box

DVR service

Internet modem lease

Internet 30 mbps

2) I want Time Warner to re-evaluate the $39.29 I paid for 3/24 thru 4/5 at the old address. Since my total bill was $131 per month, this seems high for 13 days.

3) Since I paid the pro-rated amount $39.29 for 3/24/ thru 4/5, I should not owe the whole $121.87 for the month of April, which I already paid. I want Time Warner to correct the pro-rated amount at the new address for April and credit my account.

4) Since I have paid the correct amount on time, I want all/any late fees removed from my charges.

Thank you for your help in this matter.Desired Settlement: 1) I am requesting that Time Warner give me the services I agreed to with [redacted] at a rate of $121.87 per month:

Time Warner cable promotion (starter tv, standard tv, variety pass, standard Internet)

Time warner promotion

Digital adapter remote

HD-DVR Set-top box

DVR service

Internet modem lease

Internet 30 mbps

2) I want Time Warner to re-evaluate the $39.29 I paid for 3/24 thru 4/5 at the old address. Since my total bill was $131 per month, this seems high for 13 days.

3) Since I paid the pro-rated amount $39.29 for 3/24/ thru 4/5, I should not owe the whole $121.87 for the month of April, which I already paid. I want Time Warner to correct the pro-rated amount at the new address for April and credit my account.

4) Since I have paid the correct amount on time, I want all/any late fees removed from my charges.

5) I want Time Warner to tell me why my Netflix access is slow when I access it through Time Warner cable.

Business

Response:

May 28, 2015

Review: I started Time Warner Cable Services July of 2011 and paid to start services prior to installation. I recall receiving a bill shortly afterward and called telling them I had paid for services at installation. They told me you always pay for the month prior.

I recently moved and disconnected my Time Warner Cable service (3-23-15). at [redacted]. I was told by Time Warner Cable employee at the Mall store, I had a credit coming.

On 4-19-15, I received a bill for $77.65 ($142.31-$57.38) at my new address: [redacted]. I called and asked why I was receiving a bill for 4-6-15 to 5-5-15 service period. The sales person went and talked to a supervisor and told me I always pay my bill a month behind. I asked for all statements to be mailed to me so I could match them to my cancelled checks. They first told me to check my bill on line. I looked and it only went back 4 months. I called again and was told to go onto my on-line account. I decided to see if I had missed something and attempted to log back on. I had been locked out of my account. I called again and asked for billing statements be sent to me.

On 4-29-15, I received a letter/bill from Enhanced Recovery Company dated 4-18-15 showing a service period with time warner cable from 7-6-11 to 3-23-15. Instead of sending the statements for 7-6-11 to 3-23-15, they sent a collection with that time frame. I have been sent to a collection agency. My credit is perfect. I paid the $77.65 as would be expected and I am sure happens on a regular basis. $77 is clearly not worth the time I am taking. Time Warner Cable clearly is a company with no integrity and people need to take the time to stop their "criminal" business practices.

Thank you

[redacted]Desired Settlement: I should have received copies of statements and payments as I know it is their system which easier than me going back to find all cancelled checks. Pretty sure they owe me $142.31.

Business

Response:

May 10, 2015

Review: We cancelled our service 3 and half months ago and have a credit due to us which they still have not refunded us. I have called several times and am told something different every time. What horrible customer service. We will never go back to them. Yet if you pay your bill a day late they charge your account $7.00. BUT it's almost 4 months and they still have not sent us our money back. Unbelieveable customer service. Please help us.Desired Settlement: We want the credit on our account refunded to us.

Business

Response:

Thursday, December 19, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 12/19/2013, regarding the concerns of:

Our records indicate that Mrs. [redacted]'s service was stopped, for billing purposes on 9/19/13. Her

equipment, an (HD Digital Cable Box and a Modem) were returned on 9/19/13.

The outside disconnection was completed on 12/04/13. A refund check in the amount of $14.32 was

processed on 12/04/13. The refund should be received by Mrs. [redacted] within 4-6 weeks from the

outside disconnection date of 12/04/13. We apologize for any inconvenience to Mrs. [redacted].

Mrs. [redacted] was contacted on 12/19/13 to advise her of this information, per a voice mail message that

was left for her at ###-###-####.

If Mrs. [redacted] needs further assistance she should contact Time Warner Cable at ###-###-####.

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

Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: I continue to be charged for equipment I do not have. I have called and received a ticket number each time and they tell me that my account will be credited within 48 hours. This has never happened and now they have sent me to collectionsDesired Settlement: I want to $125.00 credit applied to my account for the equipment I do not have and I will pay the remaining portion of my bill. I do not want this to affect my credit or go on my credit report

Business

Response:

Upon receiving this complaint, our records indicate this issue has been resolved. On September 9th, 2014 the equipment and the charge of $125.00 have been removed from this account. Time Warner Cable considers this matter resolved.

Review: About halfway through a year's period of using Time Warner Cable's internet service I purchased my own router and was told on the phone by a TWC representative I could return the one I was renting from them to the TWC center closest to me ([redacted]). Within a week , I returned the router and was told the monthly renting cost of around $5 would no longer show on my bill. It was true that the monthly charge no longer showed on my bill, but when I canceled my service because of moving TWC claimed that I had their router to return still. I argued saying that I returned the router to their store many months prior. The representative on the phone said that center was now closed (which wasn't true) and they had no evidence of me returning the router. The representative then filed the bill as "disputed" and I would be contacted within a week about it. A week went by and I did not hear from them so I called customer service with the same issue. The bill was shortly after sent to bill collections. I called TWC customer service again and the representative apologized and said I should pay the bill and I will be reimbursed. I payed the bill but never received any money back from TWC. I am tired of dealing with this company, every representative I talk to says something different and non of them do anything they say they will.Desired Settlement: $60 check

Business

Response:

Thank you for the opportunity to respond to this complaint.

The address at which the modem in question was listed is [redacted].

That account was open from 10/6/11 through 7/7/13.

No customers were charged the modem lease fee until November of 2012.

Ms. [redacted] was charged the modem lease from November of 2012 until the time that she disconnected the service, on 7/7/13.

We do show that she returned a router to us on 12/17/12. The modem however has never been returned to us and to this day remains outstanding on the account.

In order for a customer to use their own modem the equipment would have to be changed in our billing system or the customer owned modem would not work. At no time was a customer owned modem added to Ms. [redacted]'s account. We do show that she purchased her own router (not modem) and have record of her returning our router to us as referenced above. A modem and a router are 2 separate pieces of equipment.

Until and unless we either get the modem back or Ms. [redacted] is able to produce a receipt for it's return the debt is valid and her payment for the modem will not be refunded.

Thank you.

Time Warner Cable

Business

Response:

We have never billed Ms. [redacted] for the router, as that was returned to us in 2012.

Ms [redacted] has paid for the modem, and the account on [redacted] has a zero balance.

Ms. [redacted] has been disputing this modem, insisting that she had returned it, but has failed to ever provide a receipt for it's return.

We will not be refunding the money that she paid for the modem ($65) until such time as she does provide that receipt.

The collection agency was notified that the account was paid in full, although the credit bureau can retain negative information on a consumer's credit report for up to 7 years, and in some cases longer.

Thank you.

Time Warner Cable

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: Cancelled my Time Warner service at the very end of December because they wouldn't take my credit card, wouldn't take a check, wouldn't withdraw money from my bank account through the online or via the phone. Only way to pay the bill was to go to Brookfield Mall and pay in cash at their counter, which took at least a 20 minute drive and 20minutes waiting in line. They told me I would have to do it for another four months and gave me no other options. Not to mention their service was terrible for the short time I had it.

I got a bill in January, I called customer service and they were confused as to why I was getting a bill for an account that they confirmed was closed. They told me to ignore the bill. They said it sometimes takes a little while for the system to catch up with the cancellation.

However on 2/9/2015, they withdrew $52.25 from my bank account.Desired Settlement: I would like a full refund from Time Warner. An explanation of why they did this would also be helpful.

Business

Response:

Review: I was sold turbo internet which was 15 mbs. The base price for standard was $44.95 and they charged me an additional $10 per month for turbo. In February of this year turbo was upgraded to 20 mbs. But I was still billed for Turbo, an extra $10 a month for 8 months now. Even tho I am receiving standard internet. The customer service people are rude and have lied to me numerous times. I have been a customer since 2004, 9 years. I have viewed the rates for new customers for standard internet. $34.95 per month. The regular price on the web site says standard internet is $44.99. I am currently paying $55.95 for this service. I have tried to correct it with calling and online in chat rooms and I have only gotten the run around and out and out lied to. Secondly locals are included in my price and right now several locals are blocked because of failure on time warners part to negotiate. I have not been offered any sort of discount or credit. I can not even access cbs online because I use time warner internet. Overall it is shocking how rude and dishonest I have found the employees of time warner cable.Desired Settlement: I am owed the $10 extra they charged me each month for 8 months. ($80) I am owed a credit because of the black out. I am unsure what that amount is. I am owed an apology for the unprofessional, rude and dishonest behavior of the employees that I previously tried to handle this situation with. I wonder why they don't value long term customers and only treat new customers kindly. I am unsure whether I can give them my loyalty for 10 years because of this situation.

Business

Response:

Sunday September 1, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10019 West Greenfield Avenue

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 8/06/2013, regarding the concerns of:

Thank you for forwarding Ms. [redacted]’s concerns to our attention. I spoke with Ms. [redacted] on 8/6/13 and she stated that she was not receiving the internet speed in which she subscribes to, Turbo Internet, which offers up to 20x2 Mbps. Ms. [redacted] did perform a speed test and the results were 12.86 Mbps for download and 2.12 Mbps for upload. I advised that we would do some monitoring on our end to see if any issues were found.

A follow up was made with no answer, I did leave a message on the voicemail indicating that there were no issues found however, through our testing device we found that a customer owned router had been connected. I left a message indicating that the personal router should be bypassed and only have the computer/laptop connected to the Time Warner Cable modem only and then do another speedtest and doing so could improve the speed connection.

I have not received a call back from Ms. [redacted] to confirm if the speed levels have improved or changed after bypassing their personal router. I called today, 8/13/13, and left another message indicating to contact me back if she is still experiencing problems with the speed connection and also advised that if the speed results did not improve after bypassing her personal router, exchanging her current Time Warner Cable internet modem for a different one may help improve her internet connect speed.

On 8/13/03 Ms. [redacted] returned my call and because she was unfamiliar with the internet equipment, I spoke with Mr. [redacted]. Mr. [redacted] confirmed he has a personal router connected to the Time Warner Cable modem. I advised Mr. [redacted] to bypass his personal router and have the computer directly connected to the modem only, this way we could determine if it was an issue on Time Warner Cables end. After bypassing Mr. [redacted] router and power cycling the Time Warner Cable internet modem, Mr. [redacted] performed another speedtest and the results were 22 Mbps download and 2.0 Mbps upload. Turbo Internet provides download speeds up to 20.0 Mbps and upload speeds up to 2.0 Mbps.

I explained to Mr. [redacted] that because the speedtest results, when not using his own router, met the Turbo speeds, the slow internet connection may be the result from his own router.

Mr. [redacted] indicated that he was going to do some further troubleshooting himself with the router and modem because he felt that the issue was not coming from his router. He requested I follow up with him the following weekend due to his personal/work schedule.

On 8/18/13 & 8/19/13 I called Mr. [redacted] however, I received no answer and left a message on his voicemail leaving my call back information. Further attempts were made to reach Mr. [redacted] at ###-###-#### and ###-###-#### however, I received no answer.

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 – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

Time Warner Cable-Wisconsin

Consumer

Response:

On Sun, Oct 27, 2013 at 7:01 AM, [redacted] wrote:

Review: June of 2014 I signed up for a package I was promised 2 giftcards a 200.00 visa gift card and a 100.00 Dell giftcardsas part of the agreement I would have to pay my bill on time for 3 months and I did that I called multiple times to find out what is going on only to be put on hold for over an hour as well as getting constant transferred to other departments no one could give me a straight answer of where are my giftcards and I did everything I was supposed to. One person told me if I didn't receive by December to call back so I did and then they told me Feb. To march. I really need your help better business.Desired Settlement: I want my giftcards and for them not to advertise deals that they can't follow through.

Business

Response:

February 11, 2015

Review: In January of 2014 I called to try and lower my bill amount and they accommodated me by offering me a 6 month "promotional" rate. I called back on May 23rd to either get my current promo rate extended or to receive a new rate at a similar price. The customer service rep on the phone offered me a new rate at a similar price and told me it would last me until the end of the year. I asked her again if it would last for another year and she assured me that it would. On Monday June 30th I received a letter in the mail from TWC stating that my rate would be increasing nearly 100% from my current rate, but with a special promotion I would only be paying 50% more than my current bill. I called their customer service again and informed them that I was told my current rate would last until 2015. After numerous explanations to the rep, who seemed unable to understand what I was telling her and continued to repeat the same things that were in the letter I received, she informed me that there was no record on the call report from May 23rd of a rate change so they could not honor that, even though my Bill shows a different rate in June than in May. I complained via social media and informed another employee of the problem. They called me the night of June 30th informing me of what was written in the letter I received which was obviously not a solution to the problem. I contacted them again via social media to point out the change in my bill from May to June following my call and that my issue had not been solved and I have yet to hear anything back from them after 4 days.Desired Settlement: I want to pay the monthly rate that was offered to me on the phone on May 23rd. Not the new rate that they forced on my in the letter on June 30th.

Business

Response:

A 6 month promotion for an additional $7.00 discount was added to your account on 1/6/14. The rate of $34.99 for the internet service expired in June increasing the price of your internet service by $5.00 to $39.99 starting in July. We have given you a $29.99 promotion for 12 months. After that time we can no guarantee what the rate will be. There is a $5.99 monthly fee for the modem lease. You may purchase your own modem from a list of approved modems by visiting www.timewarnercable.com. The current monthly rate including taxes is $37.99.

Review: I have had Time Warner Cables Services for most of my life and certainly in my home for the past 18 years living in Belgium, Wisconsin. Under that service, I have always had an email address of [email protected] (Wisconsin Road Runner.com) and have not had an issue with that account or service. In October 2014, I moved my physical location and opened a new service for cable and wireless internet with Time Warner Cable for that new residence. I had provided them with my email address and was never advised that there would be a need to change my email address. In fact, I received emails at that address from TWC after I moved asking about my services and the set up, etc.

So it came as quite a shock, surprise, inconvenience and endless frustration when they disconnected and discarded that email address on Friday, January 16th. I had no notice of this action and assumed I was just experiencing an issue with the service. On Monday, January 19th, I contacted TWC customer service and spoke to the first Customer Service rep who told me that that email address was connected to the old address I moved from and that I needed a new one under my new account. I had that email address attached to everything including my part time business. I was told that it was closed and deleted and could not be returned nor could I access the numerous items I had saved in folders in that email account. When I asked to speak to a Supervisor, the rep told me she would transfer me and tell the caller all the reasons I was calling but that her department couldn't help me.

The next person to pick up said they had no idea why I was calling and so I had to explain my situation all over again. Only to find out that I was in the same department, speaking to another representative and not a Supervisor and she couldn't help me either. She said she would transfer me to the technical department to see if there was any way to reestablish that email address again.

I was then speaking to a new individual in the technical department who said that he couldn't recover my email address or anything connected with it because after it was discarded, the back ups were discarded. He thought that I might be able to create a new account using the exact same name and I might get my old information back. We tried creating a new account using [email protected] only to get to the end and find out that someone was already using it even though he couldn't see it. Also, my only options were to create a name @TWC.com now.

So in addition to spending 2 hours on the phone and getting now where, I have lost money from my part time business because I had to change my email address and communicate it to all my customers. I also had to spend that day and the next several going into each account from banking to credit cards to change my email address.

I find this completely horrible service to remove something without confirmed communication from your paying customer. And then to be passed around by representatives that could have assisted more with getting to the bottom of the issue.Desired Settlement: I think that I should be provided with my old email address and all the items that I save in that account. If it truly is not able to be recovered and provided to me, the very least they could do is try to compensate me for all my troubles and loss of time and money.

Business

Response:

Time Warner Cable has completed the investigation of Ms. [redacted] complaint. The email address in question is linked to an active account in Ms.[redacted] ex-husbands name. The email account was unable to be transferred due to already belonging to an active Time Warner Cable subscriber. Time Warner Cable has contacted Ms. [redacted] and explained this information directly.

Review: In March 2014, I contacted Time Warner indicating that I would be relocating to a new address, and that my service should be discontinued at this address. Following my relocation, I continued to be charged for services at the prior address, and my new address, for months. Each month, I contacted time warner, expressing my concerns. Each month, I was given a new excuse. On multiple occasions I was threatened, berated, and blatantly lied to regarding their billing practices. As a future business owner, I was much disparaged by the actions and utter ineptitude of this business. Eventually, I was forced to terminate my account with this provider due to fraudulent charges, and, mostly, frustration on my part.Desired Settlement: It might be too optimistic, but I would desire only to be compensated for those months I was double billed. I eventually just cut my losses, and paid due to threats of impact on my credit rating. As a future physician, this was ultimately more concerning than paying hundreds of dollars in unjustified fees.

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience. After reviewing Mr. [redacted]’s account we found the error with the billing to go as follow. Mr. [redacted] called to have service transferred on 3/9/14 to be installed at the new address on 3/15/14. The [redacted] address disconnect was canceled which caused the account to remain on billing and generate statements in which payments were made due to the account being set up on recurring payments. On May 23, 2014, Time Warner Cable received information regarding 2 payments were disputed by the card holder and those payments $42.87 and $46.40 were charged back to the credit card and therefore those charges $89.27 were added back on the Time Warner Cable statement. Mr. [redacted]’s posted payment on 3/2/2014, in the amount of $48.56, paid the account for services rendered from 2/8/14 – 3/7/14. The new bill start date began on 3/8/14. All charges on acct [redacted], address on [redacted], after 3/7/14 has been adjusted off the bill and made on the new account [redacted], on W Wisconsin. The total adjustment is $103.35 that includes $14.08 charge on 4/18 and the 2 payment disputes that were charged back on 5/23/14 $42.87 and $46.40. We sincerely apologize for this error and appreciate your patience in allowing us to correct this mistake. The disputed payments should be reversed onto the credit card that was setup for recurring payments and your active Time Warner Cable account has been corrected. Time Warner Cable considers this issue resolved.

Review: On or about 7/09/13 and 7/15/13 I contacted Time Warner Cable about renewing my service agreement with them. The first of those two days I was offered a continuation of my existing package with a two year agreement for $156.00 per month using all the same equipment, features, programming, services, etc., I now have. I was told the offer included sales tax, service fees, etc. "A complete package". I called back with a couple questions and confirmed their offer the second of the two days and I was told my present contract ended on 7/22/13 and I could renew at that time or that I had a 30 day grace period and must renew by 8/22/13 or my contract / agreement would automatically renew for two more years at the terms they had offered. Upon receiving my next monthly bill, it was in the amount of $173.55. I immediately called Time Warner Cable and explained the most recent bill error. I told the Agent what I had been offered and still had a couple weeks to make a decision. That Agent said I could very well have been made that offer, but that offer should not have been made to me and they couldn't honor it. I was then made a different offer for $157.94 per month. When I questioned that, I was again told the first offer and confirmation should not have been made to me. When I called again to attempt to resolve this on 8/01/13, I was made another even higher offer of over $202 per month. In addition to the above concerns, I have been paying for TV channels and services which come and go, are not available at all, or are sometimes not available. I feel I should also be compensated retroactively for the lost services listed in this second paragraph. I now wish to cancel all services under my contract / agreement with them which ended on 7/22/13 with the 30 day grace period through 8/22/13, but I fear they will give me difficulty with that as I have been told that has been the case by a number of former Time Warner Cable Customers who have already experienced what I am presently going through.Desired Settlement: 1) A credit or reimbursement of the $17.55 excess amount on the last invoice they sent to me. 2) A retroactive reimbursement in the amount of $75.00 for the missing programming, unavailable channels and shows, etc. 3) An August, 22, 2013, clean and simple end to the service agreement between Time Warner Cable and me, without any difficulty nor harassment from Time Warner Cable. 4) A written or email apology to me from Time Warner Cable included their stating our contract has ended.

Business

Response:

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 8/15/2013, regarding the concerns of:

[redacted]. [redacted]

We at Time Warner Cable apologize for the different price quotations that Mr. [redacted] was given when he

called us several times in July and August to do some comparison shopping regarding television,

internet, and telephone services. Unfortunately, different representatives working on a customer's

account, asking the customer what his interests are, and then searching for a promotion that fits those

interests, can sometimes come up with different offers.

Another factor that affected our price quotations was the fact that Mr. [redacted]'s Price Lock Guarantee

expired on July 22, 2013. In his conversations with our representatives, he was not made aware of this

(although he mentioned several times that he was expecting to have the option to renew and a 30 day

grace period until August 22 to decide) until his conversation with a representative on July 23. Mr.

[redacted] felt that the representative was not being cooperative when the representative gave him this

information. We apologize for this. In his earlier calls, we should have looked at the dates involved in his

Price Lock Guarantee, and made this clear.

The Price Lock Guarantee program is being phased out by Time Warner Cable. Customers like Mr. [redacted],

whose Price Lock Guarantee began in 2009 and was renewed in 2011, are not being given the option of

renewing their Price Lock Guarantee when their Price Lock Guarantee expires in 2013.

Making a comparison shopping call on August 9, Mr. [redacted] received an offer that provided all of his

services for $151.94 per month including taxes and fees, for the next 12 months. We put this

promotion on the account, with Mr. [redacted] asking if he still had the 30 day grace period to decide

whether to keep the offer. Our representative on this call explained that Mr. [redacted] could change

services any time he wanted, because our offer committed Time Warner Cable to the price for 12

months, but did not bind Mr. [redacted] to keep it for any particular period off time. In this way, it was

different than a Price Lock Guarantee. Also, the $151.94 offer was actually lower than the $156.00 that

Mr. [redacted] had been expecting if he were to renew his Price Lock Guarantee.

In a call he made on August 13 to discontinue services as of August 22, Mr. [redacted] was told that he would

need to time the return of his TWC equipment closer to the physical disconnection. If he was planning

to discontinue on August 22, it would be better to call about August 20 to have the physical

disconnection scheduled, and then return the equipment as soon as possible after that but also waiting

long enough so that he didn't have to endure any time where he did not have any television, internet or

telephone service at all. When I spoke with Mr. [redacted] after receiving his complaint on August 15 and he

described this conversation to me, I mistakenly thought that it had been incorrect for the Qgent to not

just immediately set up the disconnection, but after further thought I see that the representative was

correct. We cannot assume a week in advance that the disconnection will be done, and the return of

the equipment is a necessary part of being able to set up the disconnection.

After receiving this complaint on August 15, I telephoned Mr. [redacted] and apologized for the problems he

had experienced. I pointed out that the $151.94 offer was lower than the $156.00 he had expected if he

renewed the Price Lock Guarantee. I also credited off the difference between a bill he had recently

received for $173.55 and the $156.00 he expected to be charged. Also, I credited him for July 23 to

August 8 for the prorated difference between the $173.55 rates and the $151.94 rates that were begun

August 9.

He was not satisfied with the $151.94 promotion, because of the different quotes he had received. He

said that he felt he had been lied to by Time Warner Cable, and he said he had taken an offer with a

different company. I asked him if there was any chance we could still keep him as a TWC customer. He

seemed receptive to my efforts to keep him on with Time Warner Cable, so I instant messaged our

Accounts Services department and requested the best possible Save promotion, even though we knew it

might be too late to save him as a Time Warner Cable customer. On August 15, we placed the account

on a promotion that put his total price per month at $126.46 including taxes and fees.

Mr. [redacted] accepted the $126.46 offer for the time being, telling me that he had an email coming to him

from his new provider on Tuesday, August 20, by which time he would decide whether to stay with TWC

or to go with the new provider. He said even with our new $126.46 price, the new provider was giving

him more services for less money. Also, I emailed him a letter describing his TWC services and giving his

new TWC price for each service.

On August 20, I received an email from Mr. [redacted]. He informed me that he has decided to take service

with the new provider. He also complained of the problems he was having porting out his telephone

number from Time Warner Cable to the new provider. He was going to use a mediator to work on this

port out, and he was going to file a new complaint with the Revdex.com and the Consumer

Protection Agency about these problems.

Thank you for giving us the chance to respond to this complaint. If you have any additional questions or

concerns, please contact me at ###-###-####, or email [redacted].

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

Review: May 2014 I requested an upgrade in service and disconnection of phone line. I receive a new contract for just the Internet and sign. 5 months later I realise I'm still being charged for phone line. I ask why and im told that the phone line is a seperate contract. I stated that I requested phone line disconnection and I only receive a new contract for the Internet so how could I still have the phone line? As I'm told that I evidentally still have a phone line a request disconnection again September 2014. Now it's 6 weeks later. I'm still getting billed for a phone line and now I'm told I will be charged more for disconnecting my phone line and having one service. I've paid $70+ more for the past 6 months requested phone line disconnection and it still has not happened.Desired Settlement: I'm requesting a credit for the overcharges the past 6 months and for someone to explain to me why when I got a new contract did someone not tell me I would still have the phone line when I requested disconnection and also that it was not in the new contract but yet I still was charged.

Business

Response:

I have emailed the custoemr to set-up a time for us to discuss. I have emailed him the contract for his review. Initially it appears as if the customer resigned a contract in May 2014 and renewed the phone services for an additional 24 months. If customer wishes to remove/disco the phone now, he would be held liable for Early Termination Charges for the remaining term of the contract.

From what I can gather, the customer renewed the phone services contract in order to receive a large discount for bundling the services together. Removing the phone will cause the discounts to go away. I will go over this with the custoemr when we speak on the phone.

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.

Hi [redacted]

Review: On September 30th, I set up a payment arrangement over the phone with TWC which involved a post dated check for Oct. 2, 2014. My account was compromised which left me with an overdraft on my account and the check was returned.The day before this arrangement was due, I tried calling TWC but I was on hold for 45 min. I ended up borrowing money to go to the store to pay the bill for $146.84. On Monday Oct 13th,2014 at 2pm my services were interrupted. Shortly after I called TWC because I was confused. They told me that I had a past due of $146.84 but I payed at the store the exact same amount. I was transferred and put on hold for an HOUR! They told me that the $146.84 counted towards OCT when the bill was not due yet instead of adding this amount to the past due. The customer service was horrible and VERY disrespectful to the point where I would like to cancel my services with this company and I couldn't do that because I was placed on hold again for 45 minutes. This is absolutely ridiculous and all of this ruined my entire evening. All I wanted for the amount that I paid to be added towards the past due amount. TWC has the worst customer service and I will NEVER use their service again until some changes are made.Desired Settlement: I would like for the outcome to be a billing adjustment and an apology for rude and horrible customer service and for my services to be restored!

Business

Response:

Dear Customer,

We apologize for your recent unsatisfactory customer service experience. From our research, it appears that your isues have already been resolved to your satisfaction. If you require additional assistance, please reply as such.

Thank you for your business,

Time Warner Cable

Consumer

Response:

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.