Time Warner Cable

Review: I recently called Time Warner Cable to discuss new rates. I can to an agreement on a rate and the lady on the phone told me that along with the new rate I would receive a $300 gift card if I kept the service for more than 90 days. When Time Warner Cable did not show up for my service appointment today I called and they said they only had notes about a new rate but nothing set. They agreed to keep the rate but would not honor the gift card. I was lied to by two employees who told me that there was no record of the call then a third finally told me that they did have the notes. Very dishonest service and unfortunately Time Warner has a monopoly in the village I live in and so I have no other choices.Desired Settlement: I would like for Time Warner Cable to honor what they had agreed to and not to lie about what has happened. I feel that because they do have a monopoly I have not other choices but to file this complainant. I hope you can help me out because I have no other avenues and do not feel this has been a fair process.

Business

Response:

The results of our investigation show that on June 10, 2015 Mr. [redacted] scheduled an appointment to have phone service installed with the $300.00 gift card offer. This order was cancelled and therefore cancelled out the eligiblity to receive the offer.

Time Warner Cable was able to speak with Mr. [redacted] on June 29, 2015. Mr. [redacted] scheduled an appointment for the installation for phone service to be installed on 7/2/2015 between 2-3pm in order to be eligible to receive the $300.00 gift card. Once installed Mr. [redacted] will receive a post card with a redemption code to register his account on the https://www.twcbetterreward.com/StatusTWC website. This site is used to check the status of his Visa gift card and to also see the terms and conditions of the offer.

Time Warner Cable apologizes for the inconvenience this may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

Sincerely,

Review: We would like to get a response in regard to a survey that was done by Time Warner back before Memorial Day concerning obtaining telephone, TV & internet service. We are serviceable, however all we have is an email telling us that with a phone number to call concerning the solution to our problem. Problem is.... we call & leave our personal information & the recording says, "Within 24 - 48 hours a representative will return your call", but no one does. I've done this several times. Our Ticket # is...

[redacted]9

From the construction dept. - this is important confirmation #..... [redacted]

The only name I have from Time Warner is [redacted].

The phone number is.... [redacted]

Thanks!

AveryDesired Settlement: Hook up.

Business

Response:

June 24, 2015

Review: Service for cable and internet was ordered about March 27. It was so bad I returned all equipment on April 4th and was told I had a refund of $69.13 that would be sent to me. I have contacted TWC on at least 5 different occaisions asking where the refund is and no one has been able to tell me. I complied with TWC terms and returned all equipment in a timely manner, however they are not extending the same courtesy with my refund. It has been nearly 30 days since I cancelled my service and I still have not recieved a refund of the money I payed them for a service they did not deliver.Desired Settlement: I simply want my money back, it is rightfully mine. They have performed no service since it was cancled. I paid by debit card and they 'claim' they issued two checks to me. A $25 gift card for my time and inconvience would be nice, but I doubt that will happen.

Business

Response:

We apologize for the inconvenience. The refund amount of $69.13 has been processed on the account. Refunds can take up to 5-7 weeks from the date of disconnection. The services were disconnected on 4/7/15, the refund should be received by 5/26/15. Time Warner Cable considers this matter to be resolved.

Review: Timw warner cable has misrepresented pricing for their serboce. I was never TOLD NOR EVEN GIVEN A HEADS UP THAT I WOULD BE CHARGED EXTRA SERVICE FEES OTHER THAN WI STATE & LOCAL TAXES!! & NOW ALL KINDS OF FEES ARE SHOWING UP ON MY BILL & I WAS NEVER TOLD ABOUT THESE FEES!! & NOW IM JUST SUPPOSED TO TAKE THEIR WORD FOR IT THAT THEY ARE "TAXES FROM THE FEDERAL GOVT." When that's NOT what it says o my BILL!!Desired Settlement: I would ALSO like them to change the way they're MISREPRESENTING their services by BREAKING DOWN & TELLING CUSTOMERS ABOUT THESE INDIVIDUAL "FEES" BEFORE THEY COMMIT TO A "CONTRACT SERVICE" Their customers SHOULD BE ALLOWED TO MAKE INFORMED DESCISION because they are GIVEN the TRUTH about how much they'll ACTUALLY BE SPENDING A MONTH!! NOT WHAT THEY "THINK" THEY'LL BE SPENDING!!

Business

Response:

April 10, 2015

Review: In May 2013 we moved into our current home. At the time we brought over our modem from the old house. We were told we would get a new modem. When the tech came out to the house he could not get the modem to work, he ended up registering 3 modems. The first two did not work and the third one did. Since May 2013 our bill has reflected only one charge for modem rental. In January 2015 I took in our modem and was going to close out our account due to switching companies. At that time I was informed we owed $231 for the other two modems. We have gone around and around on the phone to no avail. I keep asking why we were not billed monthly for these modems and if they showed they were in use. No one could answer why we were not billed every month and they could tell me they were not being used. Time Warner gave us a $75 discount which left a balance of $148.42 which we were just going to pay to get this thing closed out as we were tired of fighting with them. Prior to us paying the bill Time Warner sent us to collections with a balance of $231.00. I called Time Warner and they show we owe nothing. I called the collection agency they show we paid the $148.42 but say we still owe $82. Time Warner states to disregard the collection notice we don't owe anymore. The collection agency says we still owe the $82. What is really irritating is we don't have the equipment but were going to pay just to make them go away and get this settled as they were going to check with their tech. Like he was going to remember our job 2 years ago. We felt like we were not going to win that is why we were going to pay.Desired Settlement: I would like the collection agency to say we don't owe the balance $82. In the big picture I would like to get a refund for the $148.42 since we don't have their stupid equipment but I realize that probably will not happen.

Business

Response:

Hello [redacted]

[redacted] Revdex.com has been addressed.

Have a great day!

Review: I have spent approx 7 hrs trying to get service connected. I chatted on your website with Austin on 9/18 for 43 mins trying to get information on packages because the website is not very user friendly. He was pushy, I ended the conversation. On 10/3 I placed an order via chat with [redacted] - our conversation lasted approx 1hr20min. I provided all of my personal information. She promised an install date of 10/6 @ 10 am. She informed me that I would receive an e-mail confirmation with order information - I didn't. I chatted online again on Monday 10/6 with a [redacted] and a supervisor named [redacted] when someone didn't show up for my install. [redacted] spent approx. 40 min telling me I had no order, then told me, wait there is an order in a different system but we can't see it. You'll have to call CS with # [redacted] to get info. That chat lasted 1hr48min. My husband called spent 30 min on the phone with someone who again couldn't find the order, got transferred to someone who then said after another 20 min there's a serviceability lock on the house and we have to take our deed to a local TWC to provide proof we own the house. Drove 45 min out of my way to have [redacted] at the Kenosha office say, no, you didn't need to do that. I'll look into this and call you tomorrow by 11am. No call on 10/8. Called CS where I was connected with the rudest, most unprofessional rep named [redacted] who hung up on me when I asked to speak to her supervisor after 20 min of her nasty attitude. Called back. Spoke with [redacted] who apologized for ineptitude of previous contacts and placed a SECOND order for service because there was no record of the first one. Gave me an install date of 10/19 -2 WEEKS after I was initially promised service. He said he would "escalate" the account and try to get the service installed sooner. Never heard back from him. Got a phone call on 10/12 confirming an install appt on 10/19 that I didn't set. Called CS again to cxl service was told by [redacted] she could install 10/13 @11am then said couldn't.Desired Settlement: Would like a written apology from TWC for the colossal waste of my time, would like service installed in a timely manner and would like some sort of compensation for the trouble I have gone through trying to start service.

Business

Response:

Dear Customer,

We apologize for your recent unsatisfactory customer service experience. We have now successfully installed our services at your home and issued a $66.00 Customer Loyalty credit to your account.

Thank you for your business,

Time Warner Cable

Consumer

Response:

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

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

Regards,

Review: November 12, 2013

RE: Time Warner Cable Account number *

Dear Sir or Madam:

I cancelled my cable television service with Time Warner Cable (TWC) on September 3, 2013. I confirmed that the cable television box was received by TWC on this date, and confirmed that service should have been cancelled the same date.

Despite conversations with TWC in September and October, my service has not yet been cancelled. I continue to receive bills from TWC. Today I received a November bill for $144.67. I received a bill in mid-Spetember. I called TWC upon receipt, and they assured me that service was cancelled effective 9/3/13. I received a bill in October. I called TWC upon receipt, and they assured me that service had been cancelled effective 9/3/13.

Today I called TWC upon yet another bill, and they questioned my decision to cancel service asking me why I wanted to cancel! I clearly requested my service to be cancelled. They refuse to honor my request to cancel! Initially, the TWC representative assured me that service would be cancelled upon receipt of my cable box. The account still has not been cancelled; I continue to receive bills; I cannot resolve the situation with TWC.

I asked to speak with a supervisor to process the cancelation when I called today (November 13 at 2.30pm.) They refused to connect me to someone who could cancel my account.

Furthermore, I am entitled to a refund of $68.39 for unused service in the month of September. I have asked about this refund when I called TWC at least four times since September 3, 2013. They assured me the refund would be processed within 6-8 weeks from 9/3/13.

I question how I am to go about cancelling my account when sending in my cable box and requesting cancellation over the phone has not been honored. I have spent unnecessary time calling TWC to see why my cancellation has not been processed. Obviously my September refund has not been processed either.

Many thanks,

Wendy [redacted]Desired Settlement: Cancel service effective 9/3/13. Refund $68.39 for unused September service.

Business

Response:

November 18, 2013

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]

Review: In late June 2013 a storm passed through and the high voltage power line came in contact with the cable TV main line. We lost channels 1005, 1012, 1015, 1018, and 1024. These are the local HD channels. Sometimes the channels are completely black, sometimes they are on but frozen and broken up, sometimes they work for a few minutes and then go out. No other channels are affected. Even the other 2 local HD channels are never affected.

I have called dozens of times and have re-set the boxes dozens of times. I have replaced the boxes 3 times. A service technician was at my house 2 weeks ago and found out what the problem was. He called the service center immediately and told them what the problem was. They said they were going to send some one out that night to fix the problem. At 2:00 am there were 2 service trucks and 2 technicians in my yard. They looked at the line in question and left. The problem was not resolved. Since then I have called several more times with no resolution. The evening of 9-29-13 I called again and after going through my problems again I requested to speak to a supervisor and spoke to 2 other people prior to actually talking to someone that said they were a manager. They said they would make an appointment for Wednesday 10-2-13. I requested to get a quicker appointment and was told a service manager would call me today, 9-30-13. I never received a call from anybody. I called again this evening,9-30-13, and was given the same run around as the previous calls. I could tell that while I was on hold I was being transferred around because the "on hold music" would stop and I could hear people's voices and then I would be placed on hold again. I was finally connected to a person that claimed to be a manager. This person was at a call center in the Philippines. He could do nothing more than re-boot my box and make yet another appointment for a technician to come to my house. I hung up.Desired Settlement: I want the problem fixed and I want a refund for not getting these 6 channels for 3 months.

I also want the monopoly that Time Warner has on Milwaukee removed so consumers have a choice in cable TV services.

Business

Response:

Thursday, October 10, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE : File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 10/01/2013, regarding the concerns of:

Mr. [redacted] concerns regarding the problems he was experiencing with his Cable Service, Local channels

1005,1012,1015, 1018 and 1024 was forwarded to our Technical Operations Department,

A Technician came to Mr. [redacted] house on 10/3/13 and replaced the Cable Line (Drop) coming to his

house, to correct the issues he was having with his Local channels .

Our Technician spoke to Mr. [redacted] and also gave him his direct phone number to contact him if the

service issues arise in the future.

I contacted Mr. [redacted] to follow up with him and left him a message with my direct number. A service

adjustment was applied to Mr. [redacted] account on 9/26/13 for $7.19-. An additional $43.22- service

adjustment was applied to Mr. [redacted] account today. His current account balance is $133.12, due on

10/23/13.

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

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

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

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: 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: On 9/4, my phone service stopped working. On 9/5, I contacted Time Warner and they did trouble shooting over the phone. Service was not restored. I called from my cell phone six times and was placed on hold for 20 min. each time and I hung up. I talked to a rep on 9/9 and attempted trouble shooting again. At that time, a service call was scheduled for 9/11 and the tech did not show up. On 9/12, I contacted Time Warner Cable again and spent 75 minutes on the phone trouble shooting. At that time, a service call was set up for 9/12 at 2:00. Again, the service rep did not show up. At that time, I contacted Time Warner Cable and was placed on hold for 20 minutes, then spoke to a rep. I requested to break my phone contrract due to the fact that they are unable to provide the service. I was told that I cannot do this unless I pay a large fee. I asked to speak to a supervisor and was told that they would call me on my cell phone. The supervisor never called. I do not receive phone service and I am being charged for this service. They schedule service rep visits and they do not show up. They tell me that a supervisor will call and they do not. The customer service is not willing to correct the problem. I am a [redacted] and am on call at all time, my employees are unable to contact me. I need to break this contract so I can obtain phone service elsewhere.Desired Settlement: I cannot spend any more time being placed on hold or waiting for a rep. who is not coming. I want to break the phone contract with Time Warner Cable. I do not feel that I should pay a fee.

Business

Response:

September 26, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted]

Re: File # [redacted]

Dear Mr, [redacted]:

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

Thank you for providing us with the opportunity to address Ms. [redacted]'s customer service concerns.

Our records indicate that we were contacted by Ms. [redacted] and her son regarding home phone issues between 09/06/13 and 09/13/13

regarding an issue with their home phone service.

A new modem was picked up and installed by Ms. [redacted]'s son on 09/06. Because this did not correct the issue, a service call was set

up and scheduled for 09/11 between 5 and 6PM. The account is noted that the technician was outside Ms. [redacted]'s door at 6:50PM, but

that they were unable to reach her by telephone and there was no answer at the door.

A second appointment was set up at 10:59AM on 09/12/13 with a technician scheduled to arrive between 2 and 3PM on that same day. It

appears, however, that, a technician was not assigned to the work order until 3:04PM and that the order was closed at approximately 8:32 without documentation.

When Ms. [redacted] contacted us on 09/13/13 to ask about canceling her telephone service, the representative did explain that Ms. [redacted] had taken advantage of one of our Price Lock guarantee agreements and that an early termination fee would apply should she wish to disconnect her home phone service. Instead, Ms. [redacted] agreed to schedule a service call for 09/14/13 and when the technician arrived for the appointment, he determined that the dial tone had been restored and that service was again working.

Per my discussion with Ms. [redacted], there have been no further issues with her phone service since that technician left her home.

A count on us credit of $20.00 including taxes and fees has been applied to Ms. [redacted]'s account for the missed appointments on both

09/11 and 09/12/13 and a $6.18 including taxes and fees has been applied for loss of phone service. This $46.18 total credit after taxes

and fees will appear on Ms. [redacted]'s 10/11/13 statement.

A credit of $22.00 pretax, was also applied to Ms. [redacted]'s account on 09/09/12 for time without phone service and appears on her

09/11/13 statement.

Per my discussion with Ms. [redacted], there have been no further issues with her phone service since that technician left her home.

We sincerely apologize for the length of time Ms. [redacted] was on hold before speaking with a customer service representative and for the

technicians having missed the scheduled timeframes as well as for the inconvenience caused. As shared with Ms. [redacted], we will be

reviewing our call logs and forwarding feedback to the appropriate areas based upon our findings. We thank Ms. [redacted] for her patience

and for bring this matter to our attention so it could be rectified.

Should you or Ms. [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

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: 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 recently upgraded my service. When I did upgrade I was told that I qualified for a 2 in 1 tablet and that within 3-5 days I should receive a redemption card that will have a code and information on what to do with it. That was over 30 days ago. I waited 2 weeks and when the card still did not come I emailed customer service asking for assistance. I was told that the only way it could be handled was by calling customer service. I called customer service and was told that it had not been sent yet. The person I spoke with said they would have one sent and that I should receive it within a week. A week passed and still nothing so I called again. I was once again told that nothing was sent but this time that they would escalate sending it. I waited a week but still nothing so I called again. This time the person I spoke with said nothing was sent, that they would do it themselves and that someone might call for verification and or more information. That was over a week ago and still no card or call. I am starting to believe that this is a scam of some sort especially since I have been lied to more than once. Then I tried to ask other peers on the TWC message boards if they had similar issues and they deleted my questions telling me to contact customer service. Which I have done numerous times already. I would not have upgraded my services to what I did if I was not going to receive the 2 in 1 tablet.Desired Settlement: I just want the 2 in 1 tablet that I was promised for upgrading my service.

Business

Response:

September 12, 2014

Review: Time Warner Cable is reporting fraudulent information to the credit bureaus, I terminated the cable service due to the problem with the box did not work and was not giving me HD service. Two boxes were given and both didn't work properly. I paid the last bill and adjustment were not made to my account for dates of services that were not rendered. Time Warner Cable is reporting false information indicating that I owe them $223.00 when in fact I owe them nothing. Corporate office phone number is: ###-###-#### and fax number ###-###-####Desired Settlement: I want this fraudulent reporting deleted immediately from all three credit bureaus.

Business

Response:

August 07, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received July 04, 2013, regarding the concerns of:

Thank you for providing us with the opportunity to address Ms. [redacted] billing and collection concerns.

Ms. [redacted]’ account and incoming calls have been reviewed and our records indicate that Ms. [redacted] had a Time Warner Cable account from 05/04/12 until her services were disconnected for nonpayment effective 09/15/12. While Ms. [redacted] received 5 statements from us, prior to the nonpayment disconnection, she only submitted one payment of $109.62 on 05/08/12 and one payment of $119.00 on 07/16/12.

In regard to cable television services, Ms. [redacted] contacted us on 06/04/12 because the cable box was not responding to the remote control. A service call was scheduled for 06/05/12 and the existing cable box was exchanged. We were contacted once again on 06/13/12 because recordings were not working properly and a technician was dispatched on 06/14/12. While Ms. [redacted] had requested the technician to return to her home, the technician noted the account on 06/15/12, that Ms. [redacted], when contacted, canceled the visit because her services were then working. A credit of $30.34 after taxes and fees, has been applied to Ms. [redacted]’ account for loss of services described from 06/04 – 06/15/12. We were contacted once again on 07/09/12 because Ms. [redacted] was not able to see the complete lineup when using the interactive programming guide and the representative she spoke was able to walk her through the necessary steps for that view.

We were not contacted again by Ms. [redacted] regarding cable television services until 08/21/12 when she called our office to say that she would be returning the cable box to the payment center and wanted her cable TV service downgraded to the Standard Package and her internet service disconnected. Our representative informed Ms. [redacted] that we would make the changes to her account once the equipment had been returned. Ms. [redacted] returned the internet modem, cable box and remote control later that same and the requested changes were made effective 08/21/13. After the prorated refund for the current billing cycle was applied, a balance of $230.32 due for services through 09/03/12 remained.

Ms. [redacted] contacted us regarding billing on 08/27/12, stating that, per a manager, she should not have been charged for home networking service and as a courtesy, a two month home networking credit, totaling $10.00, pre tax, was applied to the account. Ms. [redacted] also stated that she had called us before returning her cable equipment to let us know she was going to downgrade but was not able to return the equipment until 3 weeks after she placed that call and wanted a credit for that timeframe. The representative she spoke with confirmed what the previous representative had explained on 08/21; that we do not credit the account until the equipment was returned. Her call was escalated; the Solutions team member advised that they would apply a onetime courtesy credit of $30.00, pre tax and that no additional credit would be applied to her account.

As a result of these additional credits, the balance due to Time Warner Cable was given to Ms. [redacted] as $186.58.

The 08/28/13 statement generated the evening of 08/27 prior to the credits having posted to the account, so the balance shown on the statement was $309.21, and included the past due balance and current billing cycle charges from 09/04 – 10/03/12, however, the credits once applied, lowered the balance to $265.47. Ms. [redacted] did not remit a payment for the previous balance and a late fee of $7.50 pretax, was assessed to the account on 09/03/12.

As we were not contacted by Ms. [redacted] for her remaining cable services to be disconnected and as no additional payments were received, services were disconnected for nonpayment effective 09/15/13 and a prorated refund of charges from 09/15/12 through 10/03/12 was applied, bringing the outstanding balance for services received and not yet paid for, to $223.66. Statements for this amount were sent to Ms. [redacted] on 09/17/12 and again on 09/28/12 and as the payment was not received, the amount was forwarded to collections 10/16/12.

When I spoke with Ms. [redacted] to provide this information regarding her account and the balance, I also explained that the additional credit applied for service call related issues from 06/04-06/15/12 explained earlier, had lowered the remaining balance due, to $193.32. This information is in the process of being communicated to the collection agency and their records will be updated to reflect the new amount.

Should you or Ms. [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

I called twc to find out about costs thinking I might switch to them. After receiving the information the person encouraged me to set up an appointment which I could cancel if my husband did not want to switch. - He did not want to switch. Now I have not been able to cancel. My husband tried first and was redirected to multiple departments and eventually disconnected. I then went on line with a live chat. After supplying all information and being assured that they wished to resolve the issue I was promised a phone call in 5-10 minutes. The call never came. I guess my recourse is just to not answer the door when they come to install.

This is a selfish, money grubbing company. They have a competitive advantage in my area and they penalize you by charging extremely high prices for the lowest, basic services.
I do not recommend this company to my worst enemy.

Review: In June 2014 we received an offer by mail from our internet provider. If we upgraded our service to a faster internet and added cable TV we would be eligible for a dell 2 in1 laptop. We looked into it and found that we did indeed qualify and were told when we upgraded how it all would work. We would have to keep our service for 30 days, then they would send us a redemption code for the laptop which we would enter online and then we would receive our laptop. After a month and a half we called because we had not received our code yet, they told us then that it would take 90 days to receive our code. We told them that is not what we were previously told and they said they would review our previous phone call to see what we were told and they would call us back. We never received a phone call back. I went to there website customer service after 90 days had passed and was told they would send it to there escalation dept and I would receive a call with 3-5 business days. No return call. 2 weeks later I called customer service. I was told that we do not qualify for the promotion, but after they looked into it the representative said that shes not sure why it said that because we do indeed qualify and she would file another ticket with the escalation dept and we should receive a call in 24-48 hours and that she personally would call back in 24 hours to check in. No phone calls from anyone. I called 1 week later and was told again that I do not qualify and that she would file another ticket. Again no returned phone calls. I called yesterday and was told once again that I don't qualify and she would have her supervisor call me back that afternoon. I did not hear from the supervisor but the same representative called back and told me that she had spoken with her supervisor and there was nothing they were willing to do. I have been paying the bill on time and still have my unwanted cable tv.Desired Settlement: I want the lap top that I was promised.

Business

Response:

Upon reviewing this complaint, we have found Mr. [redacted] ineligible to receive the Dell 2 in 1 laptop promotion. According to the guidelines and requirements it states that a current internet customer is only able to receive the promotion if they do one of the following:

This is not the first time that I have had problems with Time Warner Cable. Every time I try to get something resolved with them they are rude, arrogant, and downright nasty. Last night my brother came over to hook up a box that was suppose to give me back the channels that I lost. Well, we got it hooked up and I could not record programs. We called the number provided and they said no, of course you can't tape programs. That is illegal. I then asked them if it was illegal how can they sell VCR recorders. He got VERY belligerant and I said okay, I guess I will just have to find another means so that I can waach the channels that were taken away and still be able to record. Again he became arrogant and said "should I transfer you so that you can cancel cable TV?" I said no, I need to find another provider first. I also asked if they would reduce my bill seeing as I was no longer getting the channels that I used to and again was treated very rudely and told that there would be no price adjustment.

I am a disabled person and TV is my only means of entertainment. I have been a loyal customer of Time Warner Cable for over 30 years. I even stuck with them during the blackout of channel 26 in Greeen Bay. And this is how I get treated for being a loyal customer for so long. They do not care a bit about their customers and are nothing but greedy money grubbers. This is just shameful and very much against what the Bible teaches us, both in their greed for money and the way they treat people. I didn't deserve this just like I didn't deserve it the other times that I have had to speak to ANYONE connected with this horrible company. I know a lot of other people feel the same way but we can't get any other cable company in this specific area because Time Warner Cable has a monopoly here. Why does everyone have to be so greedy and rude? Please tell me Time Warner Cable. I would really like to know.

Review: Today after talking Time Warner cable. I was talking to them about a missing channels on to two televisions. One Television they told me that I need a digital adapter to watch on this particular HD digital Apex television, but three weeks ago I was receiving over 100 channels. Time Warner cable either change the soft ware in my TV or they are building Monopoly around digital converters. My HD digital television down stairs keep freezing I feel again some time Warner Cable employee change the software in the Television.Desired Settlement: Return my Television by to its original programming.

Business

Response:

Thursday, October 10, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 10/07/2013, regarding the concerns of:

I contacted Mr. [redacted] on several occasions regarding his concerns with missing channels on his

televisions. Mr. [redacted] has not returned my phone calls from the messages I have left for him with my

direct number.

On 9/11/13 changes were made to some channels in our lineup switching them from an Analog to a

Digital Format. To view these channels, either a Digital Set-Top Box; Digital Adapter or Cable Card is

needed. Notification was sent to our customers on 8/9/13 regarding these changes.

Mr. [redacted]'s services were installed on 8/31/13. At that time he had (2) televisions connected to Cable

Service. One was connected with an HD DVR and one was connected directly to his television.

On 10/6/13 Mr. [redacted] picked up a Digital Adapter for his television which was connected directly. That

same day Mr. [redacted] returned the Digital Adapter and exchanged it for an HD Digital Set-Top Box.

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

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

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

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin