Time Warner Cable

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

Business

Response:

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

Consumer

Response:

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

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

Regards,

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

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

Consumer

Response:

I understand and edited my text below

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

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

Business

Response:

Mr [redacted]

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

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

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

I WANT A CALL FROM A REAL MANAGER

Business

Response:

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

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

Business

Response:

Thank

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

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

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

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

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

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

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

information for customers to be eligible to receive the gift

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

eligible: To

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

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

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

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

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

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

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

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

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

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

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

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

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

not be combined with any other offers.Mr.

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

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

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

Consumer

Response:

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.

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.

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.

Review: I have had so many problems with my Time Warner Cable (TWC) service from set up to present day-it just seems to never end. Well, they have gone too far this time and I feel people should know: I was told when I signed us up for TWC Triple Play that I would get a $300 gift card (in the mail) for a promotion they were doing, so I decided to give them a try. There was advertising for it on the TV, too. Well, I had to call TWC after our service had been on for several weeks to ask where our gift card was, and I was told that I had to wait 3 months to get it, but no one told me that when we signed up. Still, not a huge issue, so I waited three months plus and called back to now be told we should’ve registered to get this gift card which I was also not told at sign up. A request, however, was made to a special department to I hoped finally receive this gift card. Well, one of their reps just called me today to inform me that I did qualify for the $50 gift card. What??!! All along I was told it was to be a $300 gift card and explained this and what I have reported above to this rep that called. She actually told me that they had no such promotion when I signed up- no $300 gift card. I told her that this wasn’t true and there was a promotion and all along we were guided to believe, with the exception of her phone call, that there was. She was very dismissive and actually had the nerve to tell me that I shouldn’t take it out on her (my frustration). First, she didn’t seem to understand that this is NOT ABOUT HER. This made me wonder TWC trains their staff how to communicate with customers properly? Secondly, I didn’t take anything out on her; not one unkind word or any other type of negative communications were directed to her person. I was, however, very adamant in my position and told her that I would find another provider and report this matter to the Revdex.com for what I felt was false advertising (although I’m not a scholar of the law, just what it felt like to me personally), even to warn people about their practices if she did not correct this situation and do the right thing. I actually told her to check the call on record that took place between me and the TWC rep to confirm this was the promotion offered. In fact, I also feel it was very suspect of this rep today to also ask me if I had registered for the gift card (again, no one conveyed I had to register for it or gave me direction to do so). Wait. If there wasn’t any such promotion for a $300 gift card, as she reported to me, then why was she then asking me if I had registered for it? In the end nothing was resolved, and I felt nothing would be resolved working directly with this company any longer. I actually just cut our communication off with this TWC rep today with a firm "good-bye" at the most frustrating point in my conversation (e.g. when she spit out her accusation about me taking my frustration out on her (=) dead end since she was more focused on herself than me as the customer). So, I've come to the Revdex.com because I need intervention or at least a place to report what I feel is an unfair business practice of not fulfilling the promotion that was promised me.Desired Settlement: Time Warner Cable should fulfill the $300 gift card promotion and send me the card I was clearly told I would receive when signing up for their Triple Play package. However, if they don't follow through, at least, a complaint was made against them and what I feel is an unfair business practice of not sending said gift card promised me during the promotion.

Business

Response:

Review: ?Desired Settlement: On Dec. 2, 2013 I cancelled my account because I moved to [redacted]. My checking acct. was debited each month for the service of $131.89 and when I cancelled my service the customer service rep. said she cancelled the auto pay. I paid $66.20 for service from 11/17 to 12/2 - the current bill was from 11/17 to 12/16 - the full amount of $131.89. However, upon checking my bank statement after 12/7 I found they had charged my c/a for the $131.89. I called them and was told I could expect a refund in about 4 weeks which I thought was way too long. They don't have any trouble debiting my c/a account - why can't they credit it? Since then I have called 3 more times trying to talk to a Supervisor and wondering if the refund is in the mail but there is always a reason that I can't talk to one. I called them on Jan.6th and they said the check had been mailed out the previous Friday. Today is Jan. 9th and I haven't received the check. I called T/W and talked to a customer service rep and the check still hasn't been sent out and I was told I could expect it in 6 weeks from Dec. 31st! I am a Sr. citizen on a fixed income and $131.89 is a lot of money to me. I just talked to a supervisor and was informed I could expect the check by the end of this month which is a long time since cancelling my account. I really don't know when if ever I will get my refund. I realize this isn't a big deal to T/W and now that I am no longer a customer, they could care less about giving good service. I just want to file a complaint about bad business practices. [redacted]

Consumer

Response: