Time Warner Cable

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: 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

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.

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.

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: 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: 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: 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: 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 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: 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

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: 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 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

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: 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: We called Time Warner Cable on Monday, March 24th to create a bundle with TV, Internet & phone service through Time Warner Cable (TWC). TWC agent quoted us $140/Month on the speaker phone (fiancé listed in as well) for home phone, high speed internet & cable TV. With the bundle package we were offered either 3 months of free premium movie channels (HBO, Cinemax, Showtime, Stars and Movie Channel) or 12 months free HBO. Installation occurred on Thursday, March 27th but the installation technician stated there were no movie channels with our package. We immediately called to inquire and suggested they listen to the recorded conversation from the sale. The TWC agent said they would review the recording and return the call within 3 business days but we did not receive a call. After a week we called again (Thursday, April 3) and the TWC agent activated the movie channels but said we would be billed at full price ($260 per month) and we would need to contact customer service for promo code. I call again Friday am (4/4/13) and talked with 4 people trying to get an answer on this discrepancy but was just transferred from one agent to another. Finally my call was just dropped. One of the four mentioned this was probably an agent error and they could not offer such package. I then called the customer care center for TWC, put on hold waiting for supervisor and after 45 minutes of waiting for a supervisor I was told they would call me back. Talked with 6 TWC employees over the past week and no one can offer a suggestion or give any clear resolution as no one has authority to change anything.Desired Settlement: Get the quoted price of $140 per month and 3 month free movie package offered.

Business

Response:

Monday April 7, 2014

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 4/7/14/2014, regarding the concerns of:

[redacted]

[redacted]

I was able to contact and speak with Mr. [redacted] today at 10:00 AM regarding his billing issues. I have apologized for the inconvenience he has had trying to get his billing promotion corrected. He informed me that it was really bad that he had to speak with about ten agents, the many phone calls he had to log trying to reach us. He also mentioned that he was promised call backs and no one ever did as promised him so this was just an overall experience the last few months.

I did inform Mr. [redacted] that I reviewed his account and one of the many agents he spoke with was able to get his promotional rate corrected for him. At this time he is aware that his monthly rate is $148.48 before tax and $161.05 with tax and this will be for 12 months. He was also given five Premium Channels HBO/SHO/TMC/MAX/STARZ for three months free. I have noted my own calendar to check his account to get these removed at that time and he said he would do the same, he thanked me for the call and hung up.

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 7:00 AM and 4:00 PM at ###-###-####.

Sincerely,

Time Warner Cable - Wisconsin

Consumer

Response:

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

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

Review: I have been a Time Warner Subscriber for over 20 years. I have decided to change to another company and when I contacted TWC to cancel my services, I was given the complete run around, transferred to 3 different people, and then was told they are not able to cancel my account because I am on the Do Not Call registry.Desired Settlement: Would like them contacted to find out why this is a policy and how this is legal.The account is under my husbands name Dennis [redacted] and the phone number used to track the account is ###-###-####, but my name Julie is listed as someone who can make changes.I attempted to cancel on Saturday 5/17 so I would like the account canceled as of that date. I have all the equipment ready to drop off to my local TWC office.

Business

Response:

May 19, 2014

Complaint Department

Revdex.com

RE: [redacted]

Complaint # [redacted]

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

A TWC representative has contacted Mrs. [redacted] and processed a disconnect order for service at her residence, with a stop bill date of May 17, 2014 as requested. We have identified coaching opportunities with the Care staff for future call handling.

We regret any inconvenience Mrs. [redacted] may have experienced. We appreciate the opportunity to respond to this inquiry.

Sincerely,

Time Warner Cable

Consumer

Response:

On Mon, May 19, 2014 at 6:25 PM, [redacted] wrote:

Thank you. TWC called me right after they got the complaint and canceled my account

Review: On November 26, 2013, my apartment at [redacted] was destroyed in a fire. The next day I went into the local Time Warner Cable office in [redacted] to report the fire. The representative told me she would forward this to a special department that handles these situations so I would not get charged for the equipment. Since Time Warner bills forward, I had just sent in payment for the next month ($176.05), which the representative told me would be refunded to me since service could not be continued at my [redacted]. After contacts with Time Warner in Milwaukee in December and January to make sure that everything was taken care of, I continued to be told that it takes time to process refunds but everything was fine. Near the end of January, I was contacted by Time Warner in Milwaukee to indicate that a fire report needed to be submitted. I contacted [redacted], [redacted] with [redacted], for this document as nothing was provided to me. [redacted] stated she had not received a fire report either and gave me the number of a local contact, [redacted] (###-###-####), who had handled the accounts of others resides in my apartment complex who also were Time Warner customers. I contact [redacted] and on February 5th, he left me a message that things were taken care of and that within 4-6 weeks I should receive my money back ($176.05). Around March 21st, I started getting voicemails from Credit Protection regarding an overdue bill. I had/have no debt outstanding nor have ever been late on payments so I initially thought this was an error or scam. After two more voicemails, I contacted Credit Protection. They informed me that Time Warner was trying to collect $240 from me to pay for equipment that was not returned. I explained to Credit Protection what had happened and they said they would note that I am disputing this 'bill' but they would need contact from Time Warner to prevent this from going on my credit report permanently. I contacted [redacted] at Time Warner, only to find out that he was no longer employed there. I contacted my apartment manager, [redacted], again to find out what to do - as all other tenants in the [redacted] that were Time Warner customers were not charged for equipment. She made some contacts and reached a [redacted] at Time Warner in [redacted] (###-###-####). Around April 22nd, [redacted] forwarded to [redacted] a copy of the fire report (which she now did have), as well as all of my documents from Credit Protection trying to collect $240 from me for 'unpaid equipment'. After a couple weeks of no update, I contacted [redacted] - he stated he was working on it yet but should have it fixed soon and acknowledged that should not have happened to me/my account. A few more weeks went by with no update from [redacted]. I continued to get bills from Credit Protection and indicating that if it wasn't resolved, it would go onto my credit report so I continued to dispute the matter. I continued to contact Credit Protection to let them know I was still disputing - on May 12th, I spoke with Tanisha at Credit Protection and she stated that this is the last dispute she can put on my account and if not cleared up within 30 days, it will go onto my credit report. I was able to speak to [redacted] on May 16th to let him know again of the urgency and he said he was still working on it. On May 20th, [redacted] left me a message that said my account balance looks to be fixed and that he would confirm that things are taken care of with Credit Protection and he would follow up with me that Friday (May 23rd) - I received no follow up so I contact [redacted] and left a message. He did not return my call so on May 30th, I left another message (still no return call). I contacted [redacted] at Shade Tree on June 2nd to see if there was another contact that could help due to the urgency/time frame of the situation - on June 3rd, I received a message from [redacted] that he would follow up with me on Friday (June 6 - today) to confirm things are settled - which as of the time of filing this complaint, he has not contacted me.Desired Settlement: There are multiple outcomes that are needed:

1. The 'billing' of equipment for $240 needs to be removed from my account AND then reported to Credit Protection immediately so it does not go onto my credit report. I would like a copy of my credit report as verification that this false bill is not on my report.

2. An apology letter from corporate manager/supervisor

3. Complaint noted against [redacted]

4. Some type of goodwill gesture from Time Warner for the time and phone minutes I have spent over the past 6 months in attempting to resolve the situation (reduced pricing, etc.)

Business

Response:

Mr. [redacted]

Review: We were no longer in contract with Time Warner Cable. I returned all their equipment to the Green Bay store and told the clerk that I wanted to discontinue our service and he said, " ok, done." I have proof that everything was returned. About two weeks later I received the May 30 bill for $194.02. I called immediately to make sure the service was cancelled and also stop the auto withdrawal. I was assured this would be done and I was told that since our bill cycle ended on May 7 that I would actually receive a 6 or 7 day credit. I was looking over our bank statements on June 7 and noticed Time Warner withdrew the $194.02 from our checking. I called again and spent about 4 hours on the phone with Time Warner with very long wait times and one representative would tell me something different than the next. They even had me call our current provider AT&T to have them port our phone number back to them. AT&T told me they had proof that our phone number had already been ported back to back to Time Warner ( we decided not to have AT&T hook up a land line so they sent the number back to Time Warner) finally that day I spoke with a [redacted] and she assured me that our money would be refunded and we would have our refund check in 2 weeks. Well at the 2 week mark we received another bill for $31.16. After speaking with multiple representatives at Time Warner no one apparently listened. I received a bill because they had our disconnect date as June 7. How can I have their service with no equipment???? I called again on June 18 and that representative told me the [redacted] person didn't actually put in a work request number and that's why I wasn't getting a refund. He assured me it was all taken care of and that someone from Time Warner would contact me in a few days to confirm my refund. He said the refund would be $225.18 and gave me a ticket number [redacted]. Well a couple days came and went...no return call....no refund money. I called again tonight and spoke with [redacted] and she put me on hold for 25 min, while she spoke with her supervisor. I was told a work request needed to be put in and I wouldn't be getting my refund for another 4-6 weeks! I told her that a work request had already been put in. She gave me some really confusing explanation. This is getting extremely frustrating and they are tying up a significant amount of our money for services they clearly did not provide us. First I'm told 2 weeks for a refund now 4-6 weeks. We haven't had their service since May 1 ! Please help in any way if you are able. Thank you very much!Desired Settlement: I would like my money back. It is $194.02 + the 6 or 7 day credit they promised me for canceling May 1....our billing cycle ended on May 7.

Business

Response:

After reviewing this complaint, the account was researched further. We have processed an automatic refund today for the amount of $267.09 and Mr. [redacted]'s account is currently at a zero balance. We certainly do apologize for the inconvenience this has caused and appreciate Mr. [redacted]'s patience as we worked towards a resolution for this matter.

Business

Response:

Mr. & Mrs. [redacted],

I'm terrible sorry for this latest inconvenience. I have contacted our Payment Services team and they have assured me that the proper check was mailed out today. I'm not entirely certain on what transpired to cause this unfortunate situation at this point, but please know I will be looking into this further and will provide feedback to all parties involved.

regards,

Time Warner Cable

Consumer

Response:

On Fri, 1 Aug at 10:44 am , [redacted]> wrote:

Complaint ID [redacted]