Time Warner Cable

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:

Review: I just moved in with my son from out of state and wanted internet, cable and phone for myself. I called the customer service line for time warner and set everything up and scheduled installation. the night before installation I get a call from a Rep named [redacted] who said the appointment had been cancelled for some reason and she wasn't sure why. we rescheduled for the same day and time. the next day I waited and the tech did not show up at the scheduled time, again I called a rep who said the appointment was for later that day and had been approved by me earlier, which it had not. The tech finally came and spent an hour setting up. he was nearly done when he got a call to pack everything up and leave. I was given no explanation, and none of the 3 or 4 reps I spoke to could give me an answer. Finally today I was directed to an [redacted] in the payments and risk management department who informed me that my son owed a bill and that I, who have nothing to do with this bill, would not be able to have service until it was paid. She called it the roommate policy. I have never heard of such an asinine thing in all my 56 yrs of life. Nor have I seen such a complete lack of communication within a company and with its customers. why did it take several days to get an answer out of someone? How am I being held liable for someone else's financial issues? My son's bill is between him and time warner cable, I should not be denied service because of it! It is almost like they are holding my services ransom for money I am not responsible for. I can not afford to move out anytime soon and so this company is basically forcing me to pay of someone elses bill to obtain services for myself . this is unethical.Desired Settlement: I want them to install my much needed service and hold my son responsible for his own finances. I am disabled and I need a phone and internet to stay connected with the world, and cable for some kind of entertainment.

Business

Response:

Saturday, July 27, 2013

Review: I bundled my services on 2/14/2013 and was promised a $200 Visa Card which I have never received.Desired Settlement: I want my $200 Visa card

Business

Response:

Wednesday, August 21, 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 8/19/2013, regarding the concerns of:

I contacted Mr. [redacted] on 8/20/13 regarding his concern with a $200 Visa Reward Gift Card, which he

was to receive due to upgrading his account on 2/14/13.

A message was left for Mr. [redacted] to advise him that he was added to an exception list on 6/24/13 to

receive a $200 Visa Reward Gift Card. The gift card normally takes up to 8 weeks to receive.

It was confirmed that our vendor is waiting for a shipment of gift cards. Once they are received, Mr.

[redacted]'s gift card will be shipped to him.

We apologize for any inconvenience the delay of the gift card has caused Mr. [redacted].

If [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

Consumer

Response:

Review: I called them and found out NBC company Blocked Time Warner Cable will NOT Depoist 200 to NBC and did not work something out with Customers with time warner cableDesired Settlement: They need to do Better I feel like I waste my money on them can't they make agreement with NBC channel?

Business

Response:

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

Review: I have asked that this company provides the service that I am paying for in the amount of 300.00 and more monthly. I have complained about their product that is in my home not working properly. I have had this service since December of 2013 and have made numerous complaints and calls about their equipment not working properly. Yet they keep sending various personnel to myhome with war stories of how their bbusiness runs because of high theft volume in the area that I reside. This was the explanation that I received on tge service call that I received. I am again asking that someone come to my home and fix these stupid cable boxes so that when taping one item on a box that I am able to receive it and to view it on all boxes as tbeir commercials cite. I ahave paid my bill on time two weeks in advance since being with this company and to have to phone in monthly about the same darn issues and tbey just keep sending out incompetent personnel is hard for me to stomach when tbey accept my mo thly payments with no problems. Yet when I ask them to honir and allow me not to pay tbe high [redacted] mo thly pay4for my continued inconvenience all I got was 74.99 deductible amount off. Really. How about tgey come get their equipment and take their service and give me ba k a reasonable amou t for all the inconvenience that tgey have caused me by never fixing my servi e to begin with. Always excuses never fixing the issues I described and tbeir system seems to be getting only worse. Should I contact contact6 and place them on bladt for being tbe worse servicing company in the metro Milwaukeearea. I am just so ssaddened that tbey treat tge elderly like this as if I do not have my 5 senses and cannot relate to continuing issues of the same crap just different day. Sad company customer service and repair. I want my money back plain and simple. Ask them to check and see how many times I have phoned in bei g transferred two ir more times having to explain over and over the same thing to various personnel staff. Signature better service my eye.Desired Settlement: Fix my home signature correctly don't come out here asking me again what is the issue. The wires in this home is as old as when cable was very first installed. When I moved here in 2012 cable was on and I didn't even have to call. That is hiw old tbe wiring is in this home. The wires outside hang low enough to jump rope. Sloppy service. GIVE ME BSCK MY MONTHLY PAYMENT THAT I POSTED TO MY ACCOUNT OR MERELY TAKE YOUR EQUIPMENT AND YOUR SERVICE. I AM SURE ATT DIRECT TV WILL BE HAPPY TO ENGAGE WITH A CUSTOMER WHO PAYS TIMELY AND CALLS WHEN SOMETHING IS WRONG AND WIIL FIX CORRECT THE FIX INTIAL VISIT BE AUSE TGEY WANT HAPPY CUSTOMERS. SORRY BUT I AM ELDERLY AND JUST PLAIN MAD AT HOW I AM BEING TREATED. SIGNATURE SERVICE BETTER CUSTOMER SERVICE REALLY.

Business

Response:

A TWC employee was dispatched to the home and resolved the issues with the DVR system. A faulty piece of equipment was replaced to resolve the issue.

Review: For over a year now I have been receiving at least once a month, and sometimes several times a month automated phone calls from time warner cable saying there is changes to my account and to call them within 24 hours. The number [redacted] is what always shows on the caller ID.

"hello this is time warner cable calling about an important change in the status of the accounts belong to (my name), please call us within the next 24 hours at [redacted]. Again, please call time warner cable regarding an important change in the status of your account within the next 24 hours at [redacted], thank you for choosing time warner cable."

Every time I call I am told there is no reason why I even should be receiving the calls and they assure me that it will stop - but it does not and despite calling them several times asking it stop, the calls continue. At times they have blamed their computers and at other times have blamed the billing department - I really don't care who they want to blame in their company I consider this harassment and it must be stopped!Desired Settlement: They need to fix whatever the reason is that this keep happening and honor when they say the calls will stop.

I am on a pay-as-you go phone plan so I pay out of my own pocket every time they call me and leave messages, I get charged for the minutes I have to spend calling them back and also for the minutes I have to waste calling to ask this stops.

As they have failed to correct this, if it continues I feel I should be compensated for the money I have occurred from the minutes I have to use from my phone's my pay-as-you go plan and for my time as the message they leave me explicitly calls out my name and says to "call time warner cable regarding an important change in the status of your account within the next 24 hours at [redacted]".

Business

Response:

Mr. [redacted]

We apologize for this inconvenience. We have added the overall privacy to your account. This should stop any calls about changes to the account. We attempted to contact you at the provided number to go over the complaint and a message was left with our representatives contact information. If the problems persist please reach out to her for further assistance. Please allow 3 business days for this to take effect. Again we apologize for this inconvenience.

Thanks

Review: Time Warner Cable service was set-up at my property. In doing so, technician caused excessive damage to 100+ year old hard wood floors. Technician drilled 3 holes through floor throughout living room and failed to install cable in requested location. Damage occurred in August of 2014. I have requested compensation and full review on many occasions and have received no closure. Each time I speak with TWC they say they will be in touch in a "few days". I have informed them of my impending need to contact the Revdex.com and still have seen no resolution to the issue.Desired Settlement: Financial compensation for needed repairs to attempt to restore hardwood floors. I do not want TWC to reimburse for repair as I have zero confidence they will pay. I also do not want them to contract services to do the repairs as I am confident they will not contract a reputable contractor. I would like to receive payment based on an estimate for the needed repairs.

Business

Response:

February 10, 2015

Review: I had canceled my services with TWC during Nov of 2015. While living with friends, after my services had been disconnected, I returned my old modem to tech [redacted] on November 7th, while installing cable and internet at my new home, under someone else's name. He assured me that he would credit it to my account and this was acceptable. He asked me to sign for the return on his ipad. The credit didn't show to my account. I am in collections now. I have tried to resolve this multiple times. Time Warner will not contact the rep. I was told signing something on his Ipad would be all I needed to do. I am being charged for $65.00 still, which although may not seem that excessive, the whole experience is concerning. When a companies representative is acting on their behalf and does not follow through, or is dishonest, that is the companies issue to resolve or at very least investigate with the representative. I have a witness to the exchange, and that the representative was there on the behalf of TWC doing an install. They confirmed to me that a technician in fact been at that location address I gave them on the date I reported exchanging the modem.Desired Settlement: I should not be charged for the modem I exchanged with a representative of TWC while acting on the behalf of TWC, who informed me that the exchange between him and I was sufficient and would not require further documentation.

Business

Response:

Good morning We reviewed the account and complaint. We reached out to Ms. [redacted] to get the information for the account the modem was returned on. We escalated this to our technical operations department and the equipment in question was removed from the account. We have escalated to get the account removed from collections and remove any negative reporting to her credit report. We have attempted to contact Ms. [redacted] to go over this and left a message on her voice mail. If there are additional questions or concerns she would need to reach out to her advocate directly. Thanks Tell us why here...

Prior to 09/19/13 I had been a customer of TWC for over 23 years. On 07/26/13 TWC stopped their broadcast of WTMJ Ch 4 TV. I immediately called TWC to tell them I wanted some type of credit for them taking the channel off their system and was told by [redacted] there was to be no credits given. I filed a complaint with the State of Wisconsin Consumer Protection Division, which was fruitless. On 09/19/13 I terminated my CATV & Internet service with TWC and returned all equipment. At the time TWC owed me a refund of $26.31. I did not receive the refund until 11/23/13 and that was only after I had called TWC twice and filed another complaint with the State of Wisconsin.

To say I believe TWC provides poor service would be an understatement. Based on my experiences with the company I would not recommend their service to anyone.

The right hand does not know what the left hand is doing. a 40 minute phone call with 4 different people, should have brought resolution. One week later a ONE HOUR and 20 minute phone call (5 different people), confirmed that the previous call was completely useless. Nothing had been taken care of as told by Reps. Next morning bill still not corrected. A third call yielded 3 different balances. ?????????? Glad this service is temporary because the employees are incompetent and did not do any of the transactions they claimed and at the end of the calls claimed things "were all taken care of" - all LIES!!!!!!! Horrible experience. Will cancel if there are any further issues!!!!!

Review: Overpayment of $18.98. It has been nearly 9 weeks since overpayment and my check clearing.Numerous phone calls and follow-ups have produced company lies and false promises but NO REFUND! This company has no sense of respect for following up on customer concerns. Nine weeks is too long to wait for money they have been overpaid! Not timely!Maybe it is clear why Time Warner Cable is no longer a provider of services to me.Desired Settlement: Quick response and check.

Business

Response:

November 6,2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received October 28, 2013, regarding the refund or exchange concerns of:

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

We were able to review Mr. [redacted]'s account, which was disconnected on 08/23/13 and had a remaining balance due of $16.62 for

services received through 08/23/13. Mr. [redacted] submitted a payment of $35.60 which was applied to his account on 08/26/13 and left a

credit balance of $18.98.

I spoke with Mr. [redacted] to explain that according to our documentation, because Mr. [redacted]'s account was no longer active, the refund

should have been received within 4 to 6 weeks of 08/26/13, however, in this case, the automatic refund process began within that 4 to 6

week window, on 10/10, which resulted in the refund check having an issue date of 10/23/13. Feedback has been shared with the

appropriate departments to ensure that the information being provided to our customers accurately reflects the process.

Mr. [redacted] should be receiving his refund shortly. Please accept our sincerest apologies for any frustrations this has caused.

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

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

Sincerely,

Consumer Contact Specialist

Consumer

Response:

As a customer, I don't have any interest in the company procedures. What is important is the end result. When informed by company representatives that the refund should be expected in 4-6 weeks It should be in the customers hands not the start of some internal process with no projected end time. This process has far exceeded the 4-6 weeks time as it is over 10 weeks and my refund has just arrived.

TWC can sugar coat the response any way they want. The fact is 6 weeks is not 1,0 weeks.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 called Time Warner about switching from [redacted] to their services which stated that you would receive a free Samsung Tablet. The saleperson on the phone spoke to me about the different internet products that I was interested in and I agreed to the Ultimate internet service, Time Warner's most expensive service. He then informed me that I would receive the free tablet within 2-3 months, provided that I showed proof of my account ending with [redacted] (I do have that) and that to start the process I would receive a card in my postal mail. When I did not receive the postcard, I went to my local Time Warner office, where the customer service clerk verified that I was to receive the tablet, but she could not figure out why she could not get me a redemption code. After many phone calls and being transferred back and forth, today I was told that I never qualified in the first place. Time Warner did give me a "free" month, but the main reason I switched was that the table itself was worth almost $200 and I can use that for my classwork.Desired Settlement: Time Warner needs to train their representatives better, I had not one, but TWO different customer service agents tell me I was to get the free tablet. I am very dissapointed that they are misleding people.

Business

Response:

Revdex.com of Wisconsin

Review: On 7/21/14 I cancelled my service with Time Warner Cable and began service with AT&T Uverse. Time Warner told me we didn't have to do anything because the service would be shut off from outside the house. We were on auto pay and Time Warner kept billing us. We were sent to Credit Management Collection Agency which we disputed and the case was found in our favor in Dec. 2014. Today 8-7-15 we received a notice from a different collection agency (Credit Collection Services) for the same charge. They stated Time Warner pulled the case from Credit Management after case was found in our favor and now sent us to new collection agency again. How can a company keep doing this. We spent so many hours on the phone with Time Warner Cable trying to straighten this out to go back to square one time after time. I have never been so stressed with a company and its actions.Desired Settlement: I am requesting this invalid charge of $80.73 to be dropped and not continue to be sent to collection agencies over and over. Case was settle with first collection agency in our favor now we have to go through this all over again.

Business

Response:

Upon receiving Mrs. [redacted] complaint, we began researching her Time Warner Cable account. The results of our investigation show that Mrs. [redacted] account was disconnected with the stop bill date on July 21, 2014. Mrs. [redacted] disputed 2 payments in which one of the payments were for services from June 25 - July 24, 2014. The charge of $80.73 has been turned over to a collection agency to collect on a debt for service rendered June 25 - July 20, 2014. No payment has been made at this time to close out Mrs. [redacted]'s account. 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] I have been on the phone with Time Warner for many hours over the past year to straighten out this matter and was told I did not owe any money on my account. Now a year later when I believed this matter was complete, because Credit Management found in our favor, I have disposed of my records and now can't look up all my records. Here is a copy of what we went though with Time Warner Cable with the first collection agency who decided in our favor. To come back again after 7 months from when we thought everything was complete is just wrong and not good business. I will not do business with Time Warner and will also inform anyone possible of the nightmare this company has caused.Thank you for your time!

Business

Response:

In response to the rebuttal, Mrs. [redacted] disputed a payment that was made in July 2014 for $93.08, therefore Time Warner Cable charged back those services to her account on September 18, 2014 adding $93.08 on her balance. We have attached the statements from June 2014 to November 2014 which shows the balances and charges for service that was not paid for by Mrs. [redacted]. As mentioned in the last response, Time Warner Cable is charging for services used from June 25th – July 20th to total $80.73. Other charges were stopped as of July 21, 2014 - September 24, 2014 and were deducted from the balance . The last payment made to Time Warner Cable was on June 15th for $93.08 to pay for services dated from May 25th – June 24, 2014. Time Warner Cable found no errors with the billing to make any adjustments on this account and considers this issue closed.

Review: I have had multiple issues with Time Warner Cable. Specifically my internet services. I have had to call Time Warner Cable several times to get my internet working. These are a list of the dates I have had to call Time Warner Cable to get my internet rebooted for it to work: 11/21/13, 11/24/13, 7/6/13, 7/20/13, 1/4/14 (both cable and internet not working), 1/17/14, 2/14/14, 3/10/14, 3/12/14, and 3/16/14. When I have to call Time Warner Cable I spend at least 2 hours on the phone with them trying to get the issue resolved. Which takes time away from my Daughter and time away for being able to do homework.

Today when I called on an issue related to my internet not working; I called at 10:30am, I was disconnected from someone 2 times, I was told I had to hard wire my laptop for it to work even though I pay for wireless internet, than after wasting over an hour on the phone they finally sent me to tier 3. When I spoke with that gentleman on the phone he informed me my internet service was quarantined again. When the technician came out on 3/15/14 I asked if everything ready to go and if it was going to work. He said it was ready to go. I had to work on 3/15 after the technician left so I was not there to see if the internet worked.

I also have asked several times to speak to the corporate office or someone who can insure that my issues will be resolved. I also have a cable wire that is still not buried sense July 2013. When I called in November about an internet issue I asked why my cable was still not buried and they told me an order was never put in. So for months I had to move around that cable to cut my lawn.

I also called to set up automatic billing another time and they told me they did set it up. Than a couple months later my services were disconnected. So I had to call them come to find out automatic billing was never set up so than I had to back pay my bill which really upset me because I pay my bills.

I have had four routers now through time Warner Cable, all of the wiring replaced and we are still having issues. I waste so much time with this company on the phone trying to get the services I pay for to work.Desired Settlement: I would like a phone call from the President of the company or someone from their corporate office. I also would like my internet service to keep working. I pay for these services to work not for me to keep calling and having them reboot my internet for it to work. I would also like to no how many hours I have spent talking on the phone with Time Warner Cable trying to get my services fixed.

Business

Response:

Review: When I arranged for internet service from Time Warner, I agreed to get the Extreme Internet service for $54.99 per month (excluding taxes). On the date of installation, I confirmed that monthly price with a Time Warner representative. However, 2 weeks later I was sent a bill for $59.99/month. I phoned Time Warner and they employed bait and switch tactics and did not honor the agreement. In particular:

1. The initial call center said they had no note of the $54.99 agreement and offered to send me to promotions

2. The promotions office placed me on-hold to check the account and came back and said it was not noted and I would have to pay $59.99.

3. After refusing, the promotions office put me on-hold and came back and offered me an "upgrade" for "only a few dollars more" for a higer level service package.

4. After refusing, the promotions office put me on hold and came back and offered me the $59.00/month with a one time $40 credit.

5. After refusing, the promotions office put me on hold and came back and said they could give me Extreme Internet package I originally ordered at the $54.99 but only for 12 months.

At this point in time, I asked them to confirm this price to me in email. They said they would not do so. These tactics of placing on long-holds, attempting to up-sell, refusing to honor original terms, and then offering something less than original terms is an unfair trade practice and meant to "wear-down" customers into agreeing for something less then originally bartered. The Revdex.com should investigate these practices and pressure Time Warner to change its practices on behalf of all customers.Desired Settlement: I would like Time Warner to:

1. honor its initial agreement and provide me with the Extreme Internet package at $54.99 without the 12 month limitation.

2. change its practices and not engage in bait and switch style tactics, but instead offer the best available package and price to a customer upon a first request.

3. change its practices so customers can resolve these issues within 5 minutes, rather than being placed on hold, transferred between departments, and subject tot he delay tactics that discourage customers from resolving their issues.

Business

Response:

June 5, 2014

Complaint Department

Revdex.com of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

RE: [redacted]

Complaint # [redacted]

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

Review of the customer’s account confirms that there was a failure to add the appropiate promotion in order for Mr. [redacted] services to be discounted as agreed upon during his request for a transfer. A TWC rep spoke with Mr. [redacted] on 5/19/14 and corrected the rate to the $54.99 before tax, honoring what he was promised. All promotions/special offers normally expire after a maximum of a 12 month period. We are unable to guarantee any extention of a promotion beyond the quoted timeframe.

We regret any inconvenience this may have caused Mr. [redacted]. I have left my contact information on Mr. [redacted] voicemail should he have any further questions or concerns that he would like to have addressed. Thank you for the opportunity to respond to this inquiry.

Sincerely,

Time Warner Cable

Review: TWC issues since August 2014 Misrepresentation by service rep, led to believe to get better service, upgraded bundle, but was not told an equipment upgrade was nessecary.Misrepresentation by service rep, credit not given as promised.Overcharged for services not provided, 2nd month Poor service, slow and inadequate response on several occasions. 8/25 reported slow/failing Internet/got convinced to upgrade to turbo?8/31 reported failing Internet, was told by [redacted] the equipment/not compatible, will need new router and modem? Why was I not informed during the upgrade?9/3 picked up new equipment and installed it.9/14 Carlos, 9/19 [redacted] 9.30 am new router may not be working properly.9/23 slow internet, dropped reception, no printer connectioncalled customer service-automated message says working on issues9/25 Ann trouble shooting not resolved9/26 trouble shooting not resolved9/27 technician at house at 2 pchecked connections inside & outside - replaced connection/splitter I noticed after he left that now we have no reception in the kitchen.Apparently the tech placed a work order for outside/ distribution to becompleted in 48 hours? 10/2 Louise 27 min trouble shooting no resolveElevate to level 3- [redacted] 5 min requested credit for internet and cable, transferred to billing?Entered TWC chat room, requested credit again.10/02/14 Chat transcriptEvery day since sunday , four times with the rep tonight. I suggest you pull up my account do research and find out what was done already that did not work, call me back with solutions. Until then, I expect no charge for internet since Sept 2 and credit for unreliable cable the same period. I spent enough time and do not feel like repeating myself today. Thank You. 262 293 348910/11 contacted Billing 4.49p, spoke to [redacted] Offered $ 60 credit, up to $70.00 with Supervisor approval.Transfer to tech dept after 10 minutes.3 minutes on hold, then call dropped.10/19/14 Speed test - Unable to do timed out several times 10/26/14 Speed test - Download .61 mbps, upload 2,19 mps Was promised a $ 70.00 credit not reflected on the bill as of 10/26/1410/26/14 Chat transcript contact # 14 since 9/2/14[redacted]: at 10:17:03 We have not heard from you for some time. Do you wish to continue to chat?You: at 10:17:20 Please answer my question.Glenn: at 10:17:28I will surely guide you to the correct support who can assist you with the credit [redacted]: at 10:17:55There is a special escalation support which takes care of such issues [redacted]: at 10:17:59 Let me transfer you to them. [redacted]: at 10:18:15 You can also contact them at 1-[redacted] if you are unable to connect them via chat. [redacted]: at 10:18:22 Please wait on this chat and do not disconnect it.info: at 10:18:49 Please wait while I transfer the chat to the appropriate group. Got disconnected again.system: at 10:18:58 You are not currently connected to a chat representative.Contact # 15 since 9/2/14? [redacted], replaced connection to TV, run channel scanDesired Settlement: Refund as offered on 10/11Additional compensation for un acceptable service over prolonged time.

Business

Response:

We made several attempts to reach Mr. [redacted] to discuss his billing complaint. We have not been successful doing so. After investigating the complaint we have added the adjustment of $60.00 as requested by the customer.

Review: I have been over paying on account by mistake and when asked to get a credit sent out was fine. I also asked to have my account canceled because service was not worth the constant price increase and became more of a hassle reseting equipment monthly. When talking to [redacted] in the some sort of cancelation department. First of all, Talked down to me like I was some sort of fool right from the start. After explaining situation, Which I don't think she was even listening. I was told that there would be no refund if I was canceling and there would be a freeze on the account. I called back talk to a different person and got refund but didn't cancel account.Desired Settlement: Would like to cancel over priced service that doesn't work well and get my refund in a timely mannerl.

Business

Response:

Time Warner Cable has reviewed Mr. [redacted] complaint in regards to disconnecting his services and issuing a refund. Per his request the account will be disconnected effective 2/13/15. The equipment on the account will need to be returned to his local office to avoid being charged for it. A check refund in the amount of $327.13 will be processed through our corporate office.

Review: I signed up for Time Warner Cable services, I selected a date for service installation and a secondary date. There was an issue with my order so I called in and corrected the issue same day. A couple days before my installation date they send me another email saying there is an issue with my order which was the exact same issue as was previously corrected (my zip code) and now they have to push back my installation date because they gave my spot to someone else.Desired Settlement: I would like Time Warner to rectify this situation. I live 2 hours away from the service address and it is not easy for me to get time off work to sit there for 1 hour while they install. This is not a good way of starting out a new relationship with a customer.

Business

Response:

February 25, 2015

Review: I am paying for top Time Warner's top tier internet service of up to 50 mbps. Was getting in the low 60's but on average Mid to upper 40's. In early November we started having issues with speed or lag with the service and the service completely cutting out at times.

I called the help desk and they ran diagnostics and determined my modem was outdated and they said to take my old modem in to my nearest Time Warner location to replace it with a newer one. I had done what they asked to no avail, same problem.

I then thought maybe my router was the issue, and replaced that to no avail, same problem. Called time warner and scheduled a service appointment. When the service truck arrived he ran tests and determined that the issue was not with theirs or my equipment in the house and that the line was good all the way to the pole and that there was a data leak at the pole that needed fixing. The tech said that if it wasn't better by mid week the next week to give them a call. It did not get better.

I called their help desk again , and again got someone in India that I had trouble communicating with. They started from square one as if they had no idea or record of my problem. They said they would send a tech to the house to which I replied there should be a work order out there to have a bucket truck come to the neighborhood to fix the issue at the pole (the data leak). I repeated if you send someone to my house with a van it will do no good and that I already had a tech determine that it was a pole issue. I got tired of trying to get them to understand and who shows up at the house later that day , but a van with a tech who knew nothing about my issue and started from square one asking if I had rebooted all my equipment, I laughed and told him the story and he said that even they (their own techs) are frustrated with the help desk people wasting everyone's time. He secured a bucket truck later that day and I saw them at the pole down the road, they had a few minutes later left without letting me know the status. The tech had however given me his card and said to call if in a couple days it was not better. Well, it did not get better.

I called that tech later that week and he said they have not yet fixed the leak but would call me with status in a few days..........no callback.

I then went into the nearest store in Wauwatosa where I talked to a gentleman who said " oh, it looks like you have an all day appointment scheduled for the 25th of Dec..." to which I replied, " really, on Christmas Day?" He said yes!!

No one had ever told me about an appointment on that day. He told me I must be present all day and that they would call within a half hour of showing up (Typical). I told him I would keep the appointment and stay home but wanted to withhold the monthly payment until my issue was finally resolved, he said I would be assessed late fees if I did that and should pay the bill and that once fixed talk to them about a comp.

Christmas Day was finally upon us and I stayed home all day........no show, no call.........I called them at about 7:30 pm got help desk in India , and they said hmmm, we never schedule in home service on Christmas only outside work where a home owner is not required to be present.." This despite being told by two other representatives that I must be home. I hung up before they forced me to make and wait for another appointment where nothing happens.

That bring me here today, same spotty service and now I seem to be capped off at 27 MBPS top speed.

They would not tolerate me giving them half payments or no payment at all, but expect me to pay the full premium price for half the service at best, a take the run around with a smile on my faceDesired Settlement: All I wanted was to have the service I was paying for, restored. No discounts no hassle. But now after all the hoops I have had to jump through, I want the service restored to what I'm paying for, I want a comp on the last couple months of bad service, and quite frankly would like to get a reduced rate (new customer rate) for the next year.

Again I would have been happy paying full price for the product promised.

Also, saving a buck by farming out help desk to other countries may work for their bottom line but it does not work for the customers who are paying them hard earned money and getting nothing but frustration in return.

Business

Response:

Good MorningWe apologize for the inconvenience in the delay on the response. We show the order the customer was referring to was completed on 1/16/16. Our technicians reached out to Mr. [redacted] and apologized for the inconvenience and let him know that his service would work correctly. Mr. [redacted] has decided to disconnect his services with TWC. The billing on his services were stopped as of 12/19/15. We have credited out the $34.68 charged in November for the added speed. The credit will be issued out of the system and take 4-6 weeks to be received by mail. If he has additional issues or concerns we can be reached at [redacted]. Thanks