Time Warner Cable

Review: I contracted with Time Warner Cable to provide me with NBC programing. Now because of a dispute with Journal communications I am no longer able to watch this station. I have done nothing wrong. Time Warner gave me the tennis channel in exchange. I have never watched tennis in my life. Time warner will not response at all except to offer me rabbit ears. The closest office is 30 minutes away. It is NOT my fault and I am paying for a service I am not getting.Desired Settlement: I really want to see NBC or a refund or credit for my inconvience.

Business

Response:

Tuesday, September 3, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received August 29, 2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Ms. [redacted] on September 3, 2013, and apologized for the ongoing blackout of the Journal Broadcasting station WTMJ.

Ms. [redacted] stated that the customer is not being taken into consideration while the big corporations Time Warner Cable and Journal Broadcasting negotiate. She has been a customer for at least 15 years, and does not appreciate not having access to WTMJ since July 24.

Also, not being a tennis fan, she does not have any use for Time Warner Cable’s giving customers The Tennis Channel free of charge during the US Open Tournament.

I told her that Time Warner Cable is now contacting our digital cable customers like her with a free Movie On Demand Offer, for a value of up to $5.99, as a gesture of good faith to our customers. She understood our position in the negotiations and appreciated the Movie On Demand gesture, but she wanted to make her feelings known about the customer not being considered during this long blackout.

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

Business

Response:

January 04,2014

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

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

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

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

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

recurring payments prior to his account being disconnected.

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

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

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

• The statement date: Oct 26, 2013.

• The Service Period 11/02 - 12/01.

• The payment Due date: Nov 33, 2013.

• Total amount due: AUTOPAY.

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

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

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

posted.

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

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

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

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

$57.68.

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

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

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

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

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

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

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

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

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

Sincerely,

Consumer Contact Specialist

Business

Response:

Dear Mr. [redacted]:

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

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

Time Warner Cable does bill in advance for our services.

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

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

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

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

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

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

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

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

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

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

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

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

Sincerely,

jean Marie

Consumer Contact Specialist

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is deceptive but satisfactory to me. I only wish it was stated more clearly on website and representatives are all on the same page when it comes to their policies and enforcement of same!

Review: called time warner was told what the price was an when I got home turned on tv an they turned off channels I was suppose to get an they were turned off. I try repeatedly to cancel services an they would not let me all they wanted to do is upsell on products. there customer service is bait an switch they lie on the prices an never give what is promised I am also writing a letter to attorney general in the state on there sales practices . these people that work for time warner all they want to do is keep your bill up they do not care what you want this is wrong an not fair they will not give you prices for individual services

these practices are not legal

Business

Response:

We reviewed Mr. [redacted] complaint. During the initial call the agent did not make it clear to him that she was taking off HBO and Cinemax on top of changing the promotion and removing the DVR service to make the bill $140.75. When Mr. [redacted] called back in to add the 2 premium channels and upgrade the internet it made the bill $168.81. We were able to get the monthly rate to $157.98 after talking to Ms. [redacted] while maintaining the same service level. We are sorry for any inconvenience this may have caused.

Regards,

Time Warner Cable

Review: I set up a post dated payment on the 23rd of May for $152.52. When asked my credit card information, twc already has my card information on file. I received a new credit/debit card because it expired on 5/15 and I told the rep the new expiration date. I called on Tuesday May 26th because Monday was a holiday and I was told that my payment was returned for insufficient funds and that I can no longer use my credit/debit card because it was a returned payment. I was very upset because this is how I pay my bill and this was their error. Now I have to wait 72 hours before a restriction is taken off of my card. This is really ridiculous and I'm highly dissatisfiedDesired Settlement: I would like for my bill to be taken care of because of the inconvenience for me due to the error of the employee for telling me that the post dated payment went through when it did not.

Business

Response:

Review: I have been a Time Warner Cable customer for approx. 12 years, the last five months have been a living hell. Back in October 2014 I called Time Warner Cable regarding getting a upgrade on my services. They set me up with a plan for $99.00 which included free installation, internet, phone, home DVR, and a $300 Visa Gift Card. The customer rep told me that my bill should run around $120 a month. On November 1, 2014 they came to install the new DVR's but they had a problem getting them to record in one room and watch in the other room. The tech was there for approx 5 hours and couldn't get it to work, so still to this day I don't have the ability to record in my bedroom then watch it in the living room. Two weeks after everything was installed I call regarding my gift card, I was told that is would be sent out on November 28, 2014. When I received my December bill it was almost $170 dollars I noticed that I was billed for the installation, which I called and it was credited. In the middle of December I still haven't received my gift card so I call customer service and they told me they would have someone call me back withing 3-5 business day. I did receive a phone call back. I was told that I needed to have the service for 90 days and be current on my bill for 90 days. I was told that I should receive my card sometime in February. I would like to know why I wasn't told this when my plan was set up. In January I received my bill and I was still getting charged for the DVR home service which doesn't work so I called and explained the problem and they credited my account. When I spoke to the lady in customer service I asked here if this would interfere with getting my gift card and she said no. She gave me my new balance of $106 after the credit was given and told me to make sure I pay it on time, that is was due February 13, 2015 and that my gift card should be mailed after that date. So, I called in my payment on February 13, 2015 and waited for my card. Well it never came so I called customer service again and was told that I need to be current for 90 days on my bill. I was put on hold for over 15 minutes when the customer service rep came back she told me that she don't understand why it wasn't mailed since everything was current and I had the service for 90 days. She said she would check into it and call me back within 5 business days, never received phone call. On March 14th I called customer service again and asked what was going on and they weren't able to tell me. They told me that they would call me back within 5 business days and took my number. I was on the phone with this person for 45 minutes and still no answer. So I called Monday March 23, 2015 at 4pm. I was told that they received a email and said I wasn't current with my bill for those 90 days from November 1st-February 1st which I was told 2-3 times from customer service I was. I ask to speak to a manager I was put on hold for 15-20 minutes, the gentleman came back to the phone and told me that his supervisor/manager wasn't taking any calls. I asked to speak to a customer relations person which I was transferred to. When she came to the phone she starting asking me what I watch on TV what I did on the internet I ask her what does this have to do with getting my gift card. So, I explained the whole thing over again she put on hold for 15 minutes came back and said I change my plan in January. So it went from not paying on time to changing the plan. I didn't change my plan, I still have the cable, phone, and internet. The only thing that changed was the home DVR which doesn't work. I ask to speak to her manager and she told me it would be a waist of time because he would tell me the same thing. So I told her I wanted to speak to him so she put me on hold and 12 minutes later I was disconnected. I was on the phone with customer service for over a hour and disconnected and no one bothered to call me back. I am so disappointed in the way I have been treated these last five months. I am due that $300 visa gift card or a credit on my account. That is why I haven't paid my bill that was due March 16, 2015 until this is resolved. I have been a loyal customer for approx 12 years and this is how I get treated.

[redacted]Desired Settlement: My $300 Visa Card or Credit on my account for $300

Business

Response:

April 3, 2015

I am very frustrated with my experience with TWC. For about 2 weeks I have been shopping with local cable providers and comparing prices and offers. TWC changes the amount of the plan with each call and does not have a time frame of which I can expect that rate. Management does not follow through with call backs. Time after time, I do not reach someone eho can help me. I have looking forconsistancy 2 consecutive days in a row, before I sign on again, and am yet to get the same answer twice, even from their management. I have lost confidence in thier credibility as a service provider. I have spoke to many reps and had so many unmet expectations and follow through. I want to keep my srrvice, but feel they will unexpectedly change my plan, ad when I was told one rate would be $64.94 per month by a manager named Mo, but later found from someone else that was just for 30 days and my rate would increase. He did not call back in the time frame he promised either. Then again, no one there has. It is very bad customer care.

Review: Time warner cable placed one of my payments into the wrong account and have fought with me every time I call them saying I never paid, but then all of the sudden--they find it and it is in another account. After fighting with then for an hour everytime I have called, they then say they will mail me the refund of that money so that I can then make a payment. I will not pay them if they dont transfer that monwy to my account or I actually get the check. I am not going to give them more money to lose. This started in november and to this day they are saying my check is in the mail. I recieved a collections notice for $528.29 the other day and when I called TWC to ask them to send me copies of all the bills since november they refuse stating they are unable to do that.

They disconnected my service several times after stating that the check is in the mail and they would not turn my services off. I have kids that come home from school and call me at work to check in that they made it home safely--they turned off my phone so my kids were unable to call. Remember, this is after my call to them several times and them stating they will send out the check after a fight for over an hour.

Every time I called I was made to seem like I was the criminal and that they did not mess it up. They never once said they were sorry for this mistake on thier part, and obviously never fixed the error either!!!! They will not give me any doncumentation of my calls nor any paper bills nor let me onto my account on the website.

I paid them $100 this weekend and they tried charging me $5 to pay on the phone-yet I do not have a paper bill, online acct, etc. I only paid them the $100 because I know I owe something and I dont like them sending it to collections.Desired Settlement: I would like a full refund of the money that was paid in november-that they misplaced-I have records of it coming out of my bank account and the rest that they say is due taken off of my account. I think this is fair due to the consistent hassle, the missed times in my life due to being on the phone-when I could have been doing better things with my kids, and for the safety that was taken away when they turned off the phone. This has been more of a hassle then anything I have ever experienced in my life!!!!!!! Until this matter is completed and settled, they will recieve no money and definetly no reccomendations from me!!!

Business

Response:

We have attempted to work this complaint from another source and was unable to reach Ms. [redacted]. Since then we have mailed a no contact letter to her and she has not made any attempts to contact us at the information that was listed.

The cause for the payment to go to the former account was the bank did not have Ms. [redacted] updated account information.

Review: I phoned 1 [redacted] with an issue of the service of cable not working properly. I cited the issue and they did a reboot which did not work sent out a tech who arrived cited he never heard of the issue I explained and made several phone calls but cited he had no clue it must be internal and it was noted and would be fixed. I said okay today any show that I now attempt to record will not show up on all television cable boxes and the search button still does not work when it is activated it does not allow me to make any changes. I called into the office at 7:27PM asking to speak to a supervisor only because I have THE SIGNATURE SERVICE WHICH GIVES ME SPECIAL SERVICE. I spoke with a [redacted] who I stated I meant no harm nor disrespect but I would like to speak to a supervisor I would not like to repeat this twice I am a very disgruntle customer who is paying monthly 030.00 to 389.00 monthly at least two weeks before my due date and I would like not to speak with you but a supervisor. I asked not once yet six times and was refused citing that someone would phone me back.. He never cited once that there was not one within the office. Just kept insisting that he could help me. Their equipment and/or system in my home is not working properly and I asked for this to be fixed. There is nothing in the system about the issue at hand and no one seems to care that I am having this issue by sending an incompetent person to my home and then speaking to another worker who would not listen to my request and insist that he could help by once again sending out someone who had not idea what is actually going on merely because no one notes the account when I call in complaining. I only call when there is an issue and I am not happy that once again this it what the third time I have had to come to you Revdex.com to get someone to listen to me and actually complete an serious ernous error by lack of 1 communication, 2 lack of documentation, 3 lack of proper tech support assistance on a service call 4 for the computer speed to truly be as fast as I am paying for in which it has never been since I upgraded to THE SIGNATURE SERVICE WHICH GIVES ME SPECIAL SEVICE5. to compensate me for the bill of 304.00 since I have no actual clue how long this has actually been going on. Yet I bet if I do not pay my time warner cable bill of 034.00 on or before the 28th of this month they will not only charge me a late charge they will disconnect my service for non payment and send me threatening emails and/or mail by USPS.Desired Settlement: I would like first an apology and second a complete service call with someone who knows their job and fix all the errors that is wrong the computer running slow never up to speed you can check the many times I have called in if they even documented the information, third the issue with the search button no longer working the loosing of being able to even bring up the guide the search button not working period, the fact that if I have to have my boxes removed that I be compensated for my 79.99 fight that I paid for and will lose merely because no one can fix the issue at hand and they will use a simple swap out all the boxes again to resolve the problem so they think, fourth not to pay the bill merely because they are not providing the actual service that they cite because I am a signature customer I receive better service than the customers who pay less than their heavy price of over 250.00 or more monthly. I feel that they are scamming because if there is documentation stored you can actually see how many service calls I have had to make to get things to work properly since November of upgrading and/or before this when I was a (regular customer) . I am just tired of the falseness and want what I am paying for PERIOD... I AM COMPLETING THIS AS OF 08:23PM and no one has returned my call not a supervisor no one REALLY...not really all that special. and I hope he recorded our conversation so that you can hear me ask 6 times for a floor supervisor working in the department in which [redacted] tried to pass off to the dispatcher department yes he did...

Business

Response:

June 13, 2014

Review: I received a call from time warner stating that I could get high speed internet and cable for a lump sum of $300 if I send through green dot pay card which you purchase at Walgreens. It was a limited time offer. I thought it was too good to be true so I called time warner and talked to the service rep about it because I wasn't sure about the whole thing. The sales rep told me it was legit and it's okay to follow through with it. I then called my mother, which was my other time warner account and convinced her to do the same thing for $200, since her advertisement was different, she already had high speed internet. I ended up paying $500 on the green dot card. They said within the day that I send the money they would change it over, but it never happened. So I called time warner and spoke to a manager and was transferred to [redacted] in security because no one knew what I was talking about. [redacted] said they heard about this before and are investigating it. They wanted phone numbers, text messages and payments and receipts I had but never said to bring them in. I thought this was weird since they were doing an investigation. I waited for weeks to hear back, but I got inpatient and no refund back and am now out $500. I found out during this time, in the summer, that there is groups of people scamming and having the technology to change things on people's accounts. And many people had fallen for it, so I want my voice heard and also to try to get my money back. The direct line to [redacted] is [redacted]. This whole thing happened in June.Desired Settlement: To let other people be aware and put a stop to this instead of dragging it out for nothing. I want time warner to give me something if they can't refund it, I want them to come to the house and change it while I'm standing there.

Business

Response:

Mr. [redacted]

We apologize that this happened to you. Unfortunately at this time we are unable provide further information about this investigation. Our security department let us know that they did receive all the information you outlined in the complaint and it has been passed over to law enforcement. You can attempt to dispute the transaction with Green Dot but unfortunately at this time, Time Warner Cable cannot offer a refund. If you have additional questions or concerns please feel free to contact us at [redacted].

Thanks

Consumer

Response:

Review: Account number [redacted] on 9/24 I paid $144.60 10/21 I paid $73.54 on 11/10 my husband paid $214.40 I have called a twice and spoke with a representative both times who said our account would be cleared and the equipment fee would be waived my husband called when he made the $214.40 payment and that representative told him the same thing and today I received yet another bill in the mail for a different amount!! My family and I have gone through enough we want this billing issue cleared. Also today I made a payment for $103.54Desired Settlement: We just want our account cleared and cancelled. Also equipment fees waived because we can't go back in to get anything

Business

Response:

We made several attempts to reach Ms. [redacted] to discuss her complaint and have been unsuccessful. The payments were made on 10/21/14 and 11/10/14 were both returned for insufficient funds. This caused the continuous billing. The equipment has been removed from the account as of 12/11/14. The account now shows a zero balance. The account has been disconnected . Time Warner Cable considers this matter closed.

Regards,

Time Warner Cable

Time Warner Cable (TWC) and their dispute with CBS should not affect a customers ability to watch what we are paying for. The high charges for cable and then to not have access to what we are paying for in my opinion should be illegal. We are in an area where TWC is our only choice unfortunately. Any choice would be better than TWC - even having no cable at this point. TWC should reimburse every customer for the time they have not played CBS. This dispute should not affect the customers the way TWC has allowed it to. Customer service means nothing to them.

Very negative experience -

Long hold times

Dropped calls

Poor customer service

Hand off to multiple departments with no resolution

Overcharge in billing

Cancelled and changed appointments with no consultation

All this while trying to set up services as a NEW CUSTOMER.

Review: I want to change the billing cycle for my Internet so I can pay all my bills at the same time of the month without getting late fees. Time Warner is the ONLY bill I have that refuses to allow me to change my billing cycle. I even offered to cancel my service if necessary and they said I would have to be disconnected for over 30 days and that even then the billing cycle will be generated by the system so there's no way to tell when the bill will be due. If there was another service that offered the same level of speed and reliability I would switch to it but there's just nothing available in my area except AT&T and their service is not up to the speed that Time Warner Offers.

Right now my statement date is always on the 6th of the month and is due by the 1st or 2nd of the following month. I get paid on the first of the month and usually pay my bills between the 3 and the 6th of each month. So the only time of the month that I can't pay my bill is the time that I actually want to pay it. One bill is late and the following bill hasn't been posted yet.Desired Settlement: Change my billing cycle so that my statement date is on the 25th of the month and my due date be the ~21st of the following month.

Business

Response:

Our policies and procedures do not allow changes to bill cycle dates nor billing due dates. Making such changes generates multiple pro-rates, and the period the customer is billed for. The billing system auto generates the bill cycle and due date according to the installation date. Customers pay a COD to ensure the first 30 days of services. Mr. [redacted] states that he gets his funds on the first of the month, his bill is not due till the second day of each month. We can certainly understand that Mr. [redacted] wishes to pay all of his bills at the same time of the month. We do offer options for auto-pay by using a bank account, calling a customer service agent and setting recurring payments, and also by setting up the recurring payments through our site website. By using one of those options the bill would be paid the same time every month creating less time spent when he does pay all of his other bills.

Regards,

Time Warner Cable

Review: Cable service for my mother was to be cancelled effective on or around 2/6/14 at her assisted living facility. She was hospitalized on 1/30/14 and was unable to return to her apartment and subsequently vacated the facility. I have made contact with Time Warner at least 7 times and spoke to at least 14 people to get this service disconnected. Each call left me with the impression things were resolved only to receive calls and notices about being late on paying for service which we understood had been disconnected. I will not make any future phone calls nor will I pay any bills to this company. My mother is now living in a nursing home with advanced dementia disease and I am her power of attorney trying to resolve this issue for her to no avail.Desired Settlement: Please show her service disconnected at the assisted living address for February 6, 2014 and adjust your billing accordingly. This has been promised to me as being taken care of several times. I will no longer call or respond to call messages left about this matter. My time too is important. Empower your staff to be able to manage this and not pass the buck.

Business

Response:

Thursday, March 27, 2014

Revdex.com of Wisconsin

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 3/26/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. Unfortunately, I am unable to verify what account it is that needs to be disconnected. Based on the information submitted it would be the address listed above. However that service is not in her mother’s name (which she did not provide) and cannot be disconnected until we speak with the account holder. In order to assist you we will need the account details and a copy of your power of attorney papers so that we can resolve this matter. If your mother has Time Warner Cable equipment that will need to be returned before we can disconnect the account but I will be more than happy to assist you once you have provided the necessary information.

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 4:00 PM at ###-###-####.

Sincerely,

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have provided the necessary information to Marisol over the phone and have been assured that the account is now closed with no further action required.

Review: We were TWC customer for 30 years. Since Cable came to our town. We changed to [redacted] in may. Called TWC to pick up their equitment. They never did. Not for months. We kept calling asking them to do so. Finally [redacted] went all the way to the next town to drop everything off. thought we were done. Yesterday we got a letter from an agency saying we owed TWC 127.00. We were always early pay customers. Never got a call or bill for 127.00. We're 2 adults over 50 who own their home and cars and have jobs. Why wouldn't we pay or challenge a bill for 127.00? That's dinner with drinks and you know it. We would have paid the bill and fought about it later. If TWC they will see that even after we weren't their customer we kept contacting them to clean up their mess. I think this company is being a bully and now we have a black eye on our credit. Please. Someone use their common sense. I just don't want this company to abuse someone else.Desired Settlement: Wants this ONLY bad mark off our credit!!

Business

Response:

November 21, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This letter is in response to your communication received November 01, 2013, regarding the concerns of:

Thank you for forwarding Mr. [redacted]'s billing and collections concerns to our attention.

Our records showed that regular billing on Mr. [redacted]'s account continued until a disconnection was entered into the system on

06/04/2013 and scheduled for 07/04/2013.

We sent a statement in the amount of $334.02 (two month's service charges) which generated prior to the disconnection and

a statement in the amount of $519.16 on 07/06/2013 after the disconnection was completed, which included the adjustments

from 07/04/2013 through 08/09/2013 and unreturned equipment fees. As the equipment had not been returned by

08/05/2013, another statement for $519.16 was sent. When the account balance had not been paid by 08/06/2013, the

account was sent to collections.

Upon further review, however, we found that Mrs. [redacted] had contacted us on 05/17/2013. During the conversation with

our customer Care representative, Mrs. [redacted] stated that they had had service through another provider installed at their home

on 05/16/2013. At the end of the conversation, the call was transferred to our Customer Solutions department so that a

disconnection could be scheduled. Unfortunately, the disconnection was not entered at that time and the request that was

initiated to have a technician visit to recover the equipment was cancelled; we regret that no additional request was made

internally

We were able to process an adjustment of $275.80 which reflects the requested date of 05/16/13. The [redacted]'s should receive

their refund within 4 to 6 weeks. Additionally, we have contacted [redacted] and advised them of the situation.

[redacted] has removed the debt from their credit report, which can take 7 to 10 days to be updated and [redacted] will also be sending a

letter to Mr. [redacted] to notify them of this action.

Please accept our sincerest apologies for any frustrations this situation has caused.

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

through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####. I will, however, be out of the office from

10:00AM 11/23 through 12/02/2013.

Sincerely,

Consumer Contact Specialist

Consumer

Response:

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

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

Review: It has been impossible for me to connect with the right department who can assist me in cancelling part of/whole service. I was on hold for over an hour, the service people kept connecting me with the wrong department(5 times), my bill went up another $10.00 this month(up to $185.78) and they said it was due to some kind of promotional thing that expired.

I really believe that they continuously transferred me and kept me on hold to get me to just give up and hang up. The phone numbers they have on line were not accurately listed as to which department and what geographic location you are in(got connected to Kentucky and South Carolina, Milwaukee and Marinette I think.

Business

Response:

August 1, 2013

Review: I was told I would recieve a 300.00 gift card for switching my services from ATT to Time Warner Cable.Desired Settlement: I want them to send me my 300.00 gift card for switching services back in june.

Business

Response:

Thank

you for contacting Time Warner Cable. Upon receiving Mr. [redacted] complaint, Time Warner Cable

investigated and found Mr. [redacted] did no hold up his obligations to remain

current on his monthly statements for 90 days. Records shows Mr. [redacted]

did register his redemption code on the www.twcbetterreward.com website.

This website is also used for customers to track the status of the reward

gift cards. Customers can enter their information on the website, under the STAUS tab, using the account number and zip code, to check the status of their

rewards card. Also on the website under Terms, it provides

information for customers to be eligible to receive the gift

cards. We have copied from the website the qualifications to be

eligible: To

receive your Visa Reward Card you must register within 30 days of installation,

or by 11:59 p.m. EST on 1/18/2016, (whichever comes sooner) at

www.twc.com/betterreward. You must provide the redemption code which you will

receive via email and/or postcard. Customers must remain active, in good

standing and must maintain all services for a minimum of 90 days after package

change. Offer is not available to customers with past due balances with Time

Warner Cable during the program period or customers who have been disconnected

for non-payment in the twelve (12) month period preceding this offer. Reward

Cards can only be mailed to addresses in the United States. Visa Reward Card

will be mailed approximately 4-6 weeks after the 90 day period. Reward cards

may be subject to separate terms and conditions imposed by issuer. See front

and back of Reward Card and any accompanying materials for additional details.

Limit one (1) Reward Card per eligible residential service and this offer may

not be combined with any other offers.Mr.

[redacted] is not eligible for the Visa Gift Card for a balance left unpaid on his

old account he transferred from and the unpaid amount posted on his active

account on July 2, 2015. Time Warner Cable apologizes for the inconvenience this may have caused and considers this issue closed. Thanks,Time Warner Cable

Consumer

Response:

Review: we had ordered and scheduled internet installation for Sunday May 11th. On the evening of Saturday May 10th we called Time Warner Cable to confirm our installation for the next morning. The person we spoke to verbally confirmed that a technician would arrive at our House between 10:00 Am and 11:00 AM on Sunday May 11th. The Next Morning we waited for Time Warner Cable to arrive. By 11:00 AM nobody had shown. We then spent the next 9 hours Calling and being transferred from department to department. From what we understand the woman we spoke to the night before added phone service to our order with out our knowledge or consent . This postponed our installation date to later on in the month. we explained that this was not our error and that we expected them to fix it. We were told that a ticket would be issued for someone to find time to come out that day to correct the problem. By Late afternoon nobody Showed up or Called from Time Warner Cable. it was clear we had just wasted our entire Mothers day and Sunday waiting for nothing. We then called back one last time. we were transferred to a supervisor. we explained to him that we are currently using our cell phones data for internet, and that because our install date was compromised we are going to run the risk of going over our data usage. He offered us a credit towards our account and a install date for Wednesday the 14th, but for only regular internet, not WIFI.Desired Settlement: Both My self and [redacted], the other person at this residence would like a formal apology for this major inconvenience, lack of respect, and waste of our time. We would also like the recording form the original phone call pulled so whoever handles this complaint can hear that at no time did anyone give this TWC employee permission to add any services to our order, and to change our installation date. We would also like any overage fees for our Wireless provider covered in the event we go over our data. Had Time Warner cable done the right thing and tried to correct this problem them day of, rather then transfer us all day we would not even have this problem.. Not only was our entire Sunday spent waiting for a technician to show up, but we missed out on Mothers Day with our Mothers. Once again I would like to emphasize that this was 100% a Time Warner Cable Error. we were told that our Install date was going to be on Sunday may 11th between 10:00 Am and 11:00 AM.

Consumer

Response:

I understand and edited my text below

We had ordered and scheduled internet installation for Sunday May 11th. On the evening of Saturday May 10th we called Time Warner Cable to confirm our installation for the next morning. The person we spoke to verbally confirmed that a technician would arrive at our House between 10:00 Am and 11:00 AM on Sunday May 11th. The Next Morning we waited for Time Warner Cable to arrive. By 11:00 AM nobody had shown. We then spent the next 9 hours Calling and being transferred from department to department. From what we understand the woman we spoke to the night before added phone service to our order with out our knowledge or consent . This postponed our installation date to later on in the month. we explained that this was not our error and that we expected them to fix it. We were told that a ticket would be issued for someone to find time to come out that day to correct the problem. By Late afternoon nobody Showed up or Called from Time Warner Cable. it was clear we had just wasted our entire Mothers day and Sunday waiting for nothing. We then called back one last time. we were transferred to a supervisor. we explained to him that we are currently using our cell phones data for internet, and that because our install date was compromised we are going to run the risk of going over our data usage. He offered us a credit towards our account and a install date for Wednesday the 14th, but for only regular internet, not WIFI.

Both My self and [redacted], the other person at this residence would like a formal apology for this major inconvenience, lack of respect, and waste of our time. We would also like the recording form the original phone call pulled so whoever handles this complaint can hear that at no time did anyone give this TWC employee permission to add any services to our order, and to change our installation date. We would also like any overage fees for our Wireless provider covered in the event we go over our data. Had Time Warner cable done the right thing and tried to correct this problem them day of, rather then transfer us all day we would not even have this problem.. Not only was our entire Sunday spent waiting for a technician to show up, but we missed out on Mothers Day with our Mothers. Once again I would like to emphasize that this was 100% a Time Warner Cable Error. we were told that our Install date was going to be on Sunday may 11th between 10:00 Am and 11:00 AM.

Business

Response:

Mr [redacted]

Review: In April I called TWC and spoke to a rep about my bill. I explained to her I wanted to verify my bill till the end of the year. I do this so I can pay half the amount twice a month that is slighty more than my bill so I am always ahead. In the end I was told my monthly bill with taxes and fees would be $136.xx and I started paying $70 on the first and 15th and that is well documented. Now I am being told that my rates went up even though I was assured they would not. Now I have fees being charged and getting calls that my account is overdue and possible problems with consumer collection. In the past three weeks and in April of 2015 I was promised a call from a manager because the CSR's on the phone refuse to pass you call on. In my last call yesterday I asked 8 times to call a manager and in the end I was promised a call from a manager by EOB and that didn't happen just like the times before.

As long as I am filing this I want to state that the commercials the TWC put out about not having to get new equipment to get better pricing is FALSE. In April of 2014 I had to get phone service in order for my bill to go down by almost $20. FALSE ADVERTISING if you ask me.

2nd problem is I have terrible reception for a fair amount of time that we watch TV. That is well documented and for the past 4 months I have given up as they do nothing to resolve it. I higher end tech came out and told me that the problem was from the junction box to the street and supposedly that was going to be done but when I call their is no record of it being done.Desired Settlement: I want the fees taken off and I want the amount that I was going to be build adjusted back to what I was promised. I would also like to find out why my bill is almost twice what it was before. These bundles they keep trying to push are just a way for them to screw over the consumer. This practice that they use is well documented and there have been a number of changes at TWC to give their consumer department a face lift as they had terrible ratings in every state they are in.

I WANT A CALL FROM A REAL MANAGER

Business

Response:

Time Warner Cable spoke with Mr. Neese and apologized for not receiving the calls in the time that he was promised. Mr. [redacted] account was on a promotional rate that ended on April 06,2015. His account has been extended for another year for the rate of $135.00 until April 06,2016. Time Warner Cable offer different promotions at varies times.

Review: I was quoted a price for services, after the services were installed I was told the price would be higher. I called numerous times and talked with numerous people only to get the same story over and over that there was nothing they could do and that they were sorry. I also had a problem with installation, the technician put a hole in my wall and did not fix the wall, he was unable to install our cable properly and after listening to him complain and get angry about the situation we told him to just get done and leave. we were just moving into our new home and now we have a hole in the living room and a black cable up our wall, I filed a damage claim and was told I would be contacted within 24-48 hours and did not hear back from them. I called back and now I have to wait another 3-5 days to maybe hear back from someone. meanwhile I have to live with a mess in my living room of my new home. I have had to call TWC 5+ times since my installation on 08/15/15 it is now 08/18/15. very frustrated with the runaround and unwillingness to provide decent customer satisfaction. I would have never switched our services to TWC had they told me the real price I would be paying. I am disgusted and want out but am afraid they will sock me with a ton of other charges for cancelling, even though I AM NOT IN A CONTRACT and I am afraid to leave before they fix my wall. Horrible, Horrible Horrible experience!!!!Desired Settlement: I want my wall fixed and I want the price I was quoted or I want out of the services before any other frustration from this horrible company. I will be looking for other providers because I have no confidence in this company and I am afraid that I will have other charges to my account and end up having billing issues like thousands of other customers.

Business

Response:

Tell us why here...Time Warner Cable has reviewed Ms. [redacted] compliant and verified that she called on 8/16 to dispute the charges saying that she was quoted $136.24 including tax. It was explained to her that that was the monthly rate before tax. As a result of the misunderstanding an additional promotion of $5.00 for 6 months was added as a one-time courtesy making the monthly rate $144.35. On 8/16 Ms. [redacted] also called in to report damage that happened to a wall in her home that occurred during installation on 8/15. A damage ticket was entered. We have escalated the ticket to the proper department. Ms. [redacted] will be contacted at the number she provided.Time Warner Cable apologizes to Ms. [redacted] for any inconvenience this situation may have caused.

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 been in contact with TWC and the majority of my complaint has been resolved. The technician ([redacted]) that was sent to my home to resolve the damage and phone issues was very professional and knew his job well, he came back again on 08/25/15 to finish the job as promised. I am pleased with how he handled the situation. I still do not know what my monthly rate will be but I was assured by another TWC employee ([redacted]) that I would be getting the rate I was quoted $136.24 or better. All in all this situation has been very stressful with moving to a new home and having to call TWC numerous times. I have heard numerous stories from other TWC customers about getting the runaround with billing and other issues. I would hope that in the future TWC would train their employees much better so that they are not quoted the wrong price and then basically told sorry nothing we can do about it, TWC is a large corporation that relies on the general public to stay in business so I would hope that Customer Service would be their top priority. In news that backs up the results of a recent Consumer Reports survey, Time Warner Cable’s pay-TV service is not just dead last on the American Customer Satisfaction Index’s rankings of cable companies, but of all companies in the entire Index. I would like to have a long-term, healthy relationship with TWC as changing service is not something that is easy or something that I want to do on a regular basis, but the company needs to be held responsible for their actions. I am hoping that TWC will stand by the original price I was quoted as I was told they would by [redacted] and then I will be completely satisfied and my faith in TWC will be renewed.[redacted]

Regards,