Time Warner Cable

Review: I have contacted Time Warner Cable to accept disconnection of my service and discuss final billing details. I requested the agent look at my bill and verify the service, "TV en Espanol" billed to me at $4.95 per month. I stated I did not request this service an would like the charges removed from my bill backdated to the first date the charges were incurred. They admitted that there have been 24 monthly bills that incurred this erroneous charge (since February, 2014). The agent went on to state that the charges cannot be credited since the account is closed (yet there is still an open balance of $272.20). The agent also stated that since we did not call to dispute this erroneous charge sooner, there is also nothing he could do.Desired Settlement: I refuse to pay for the service that I did not order. I would like my final bill reduced to reflect the credit of $4.95 plus taxes for the 24 months that I incurred these charges (approximately $124.86). I would also like there to be some reflection of this poor business practice in Time Warner Cable's Revdex.com record.

Business

Response:

Spoke with Mr. [redacted] and explained the Nuestra Channel was coded as an Impulse buy, meaning it was purchased via the remote. This purchase was made 02/21/14 at 17:54 PM. This account has since been disconnected. There is a remaining balance on the account in the amount of $396.30.

Consumer

Response:

Review: My name is [redacted]. I have been a customer with Time Warner Cable since 2004. Over the years I have had my share of complaints and issues with services but until recently there was no other cable/internet provider option. On January 1, 2016 I moved from West Allis to Waukesha. On December 14, 2015 I contacted Time Warner and spoke to "Kev" to arrange cancellation of my service at my old address and start services at my new address. After a long conversation Kev sold me on the following package: HDTV/DVR + Home Phone + Highest Speed Internet + Intelligence Home Security System + HBO (w/ mobile app) + Showtime + Starz OR Epix. Kev indicated my monthly bill would be $205.36 (after tax) + one time $99.00 home intelligence fee + $150 installation that must be billed over the first 3 months. In return I would receive a $200 Visa Card AFTER having the service for 3 months.

On January 2nd [redacted] from Time Warner was at my home for over six hours working on the installation. [redacted] had an issue with the "take over" of the existing home security system so he indicated I needed to pay another $19.99 that would be added to the $150. I agreed to this charge.

I paid the $99.99 and have documentation from Time Warner that it was paid on 12/16. When doing the math on the remaining above expenses it should come out as follows:

January $205.36 (normal bill) + $56.67 (for $150 + $19.99 installation divided over first 3 months) = $262.02

February $205.36 (normal bill) + $56.67 (for $150 + $19.99 installation divided over first 3 months) = $262.02

March $205.36 (normal bill) + $56.67 (for $150 + $19.99 installation divided over first 3 months) = $262.02

The total over the first 3 months should be $786.06.

As of the writing of this complaint, here is what the actual amounts that have been charged to my credit card:

January $240.14

February $332.19

March $279.42

TOTAL $851.75 (This is $65.69 more than I am supposed to have been paid)

On Thursday 02/04 I called Time Warner and was literally on the telephone for over 1-1/2 hours being bounced back and forth from billing to "Intelligence Home." Finally [redacted] #[redacted] and I were able to come to agreement that I paid $240.14 in January. [redacted] said I should pay the $332.19 in February. [redacted] told me my bill in March would be $213.73 to total the $786.06 I owed over the first 3 months for cable internet services + installation fees. I asked for a good will credit for my time so [redacted] authorized a $39.99 good will credit. He assured me my March bill will not be $173.74 ($213.73 - $39.99 good will credit).

On March 3rd I received my March bill. While there was a good will credit of $39.99 on the bill my credit card was charged $279.42 when [redacted] and I cleared agreed that $173.74 was supposed to be the charge for March after the good will credit. Where the EXTREMELY POOR customer service issue comes into play is I called Time Warner and was on for 2-1/2 hours trying to resolve this issue to NO SATISFACTION. During the 2-1/2 hours I started with Pam in billing. She could not help me and connected me to [redacted] (#[redacted]) in "Intelligence Home." [redacted] assured me that my monthly bill going forward for the exact same services I signed up with Kev on 12/14 would now some how be $192.93 (after tax) which was great because it was lower than what Kev committed to me. However, [redacted] could not help me with resolving the current billing issues so she transferred me back to billing. This is where I spoke to "Shaw." Shaw's explanation is that my issue is not billing that it is "Intelligence Home." Shaw told me that he saw issues with my intelligence home billing and was highlighting them because he thought there should be at least a $70 credit but he cannot deal with "Intelligence Home" issues. Even though [redacted] from "Intelligence Home" transferred me to billing Shaw from billing transferred me back to Intelligence Home. This is where I now spoke to Glen (#[redacted]). Glen from "Intelligence Home" said he could not do anything for a credit because he does not see anything to credit even though Shaw supposedly highlighted billing issues. This is were I asked to speak to a supervisor.

Bob (supervisor) came onto the phone after literally a 20 minute on hold wait. After a LONG conversation with Bob, he agreed that my monthly bill going forward should be $192.93. Bob communicated that he would be issuing credits that would cause my April bill to be only $56.04. However, Bob said HBO is not part of my package and he must connect me back to somebody that can make sure I have the best package. Even though I insisted that HBO was "sold" to me by Kev on 12/14 as part of the package I agreed to the transfer.

This is where I spoke to caller #6... [redacted]! [redacted] informs me that in order for me to have HBO I must pay an additional $9.99 per month. I told [redacted] that this was totally unacceptable because they have a recording of my call from Kev back on 12/14/15 and he assured me that HBO was included with my rate. [redacted] indicated that she need to call me back because she needed time to pull the tapes. [redacted]'s hours are 9P to 5A EST. We agreed and confirmed on 2-3 occasions that [redacted] would call me back on Saturday 03/05 at 4:30A CST (5:30A EST) to resolve this issue. As of the writing of this complaint at almost 6A CST on a Saturday morning I have no call back from Time Warner Cable and absolutely NO RESOLUTION to my issues.

As you can see, I spoke with 6 different representatives on Thurs 03/03. With the exception of Bob, I had to provide the same name, address, account number information to 5 different callers and take the time to walk through the long winded explanation of poor customer service and billing issues with each of them. In all cases Time Warner Cable asked me what I was supposed to be paying when they are the provider of my service and should be telling me what I need to be paying.

I have a real issue right now that I am on auto pay so my credit card is being over charged for Time Warner Services as you read in the math above. I have absolutely no control because Bob and [redacted] are promising me a monthly rate of $192.93 going forward and Bob (supervisor) said my April bill would be $53.04. I have ABSOLUTELY no confidence in these false commitments because Time Warner has not followed through on any of their prior commitments.

I am desperate and need help because I cannot continue to spend 2-1/2 hours on the phone trying to resolve what should be simple issue all to have this poor customer service oriented company assure me that the will call back and the NOT CALL BACK! This is totally unfair that Time Warner Cable is able to take advantage of consumer because they know most consumers are trapped. While I have other cable/internet provider options they know that this is a major hassle for most consumers and it is just often times too involved to make the change.

The extremely poor customer service and over charging (billing issues) should not be tolerated or acceptable to any consumer.Desired Settlement: My desired outcome is a billing adjustment. Starting in May, my bill should be $192.93 after tax as communicated by [redacted] #[redacted] who assured me that this would include the SAME services that I was sold when talking to Kev in December 2015. In addition, my April bill should only be $53.04 as communicated by [redacted] (Supervisor) with direct line 716-270-4848. This is to issue me credits for over billing that occurred during January to March. Lastly, I want an additional good will credit for my time. I spent 1-1/2 hours dealing with poor customer service on the telephone on Thur 02/04, 2-1/2 hours on Thur 03/03, and I have been up since 4:30A on Saturday 03/05 waiting for a call that I was promised and never received from Time Warner to address this issue. I want two (2) months of free service for my time and the aggravation and hassle.

Business

Response:

We were unsuccessful in reaching Mr. [redacted] about his complaint. The account currently shows a monthly rate of $178.97 before taxes, fees, and surcharges. This amount does include HBO. When his package was changed to reflect the current monthly rate the services were re-bundled and HBO was not included into that bundle. HBO is on the account at the regular monthly of $16.99. If Mr. [redacted] would like it removed he can do so by contacting Customer Care at 1-800-617-4311. If HBO is removed the rate will be lowered to $161.98 before taxes, Fees and surcharges. The account also shows an adjustment amount of $139.89 that will be removed from the total of next month’s bill. The next payment for current services will be $53.04.

I have been a customer with this provider for the past ten years and have not had many problems with them. I moved recently on 05/01/2013 to a new residence. I contacted this provider and had services set up in new residence. I review my statement monthly online and pay my bills that way as well. In late June I received two notices from two separate collection agencies which stated that I owed over a $100. I reviewed my account on line which had me up to date with my bills so I called customer service to follow up. I spoke with an individual in billing who stated that I needed to speak with collections, I was put on hold for over 70 minutes and my phone hung up. I called again and informed the representative that I was in hold for over 70 minutes and just wanted an explanation of what was going on with these collection notices. She told me to wait while she pulled up my account(assuming that I would not be put on hold again), I was put on hold for another 30 minutes and was unable to continue to hold because I had things to do. I called two days later and spoke with someone who was able to explain to me that my account never transferred to my new address and that the other collection may have been from a account that was set up than cancelled and that the account that I currently have is the one that accurate and that I would have to call retention department during regular business hours. So far I have spend about two hours on calls, had my account sent to two separate collection agencies all because they are unable to correctly bill. To say the least I am upset that a customer who has always paid his bills is having to go through this and I will be changing providers as soon as I have everything straightened out with my bills .

Time Warner sent out a thank you for loyalty. It included a promo code for free 3 months of Showtime. After following the instructions in the card and submitting the code to the website given, it did not work. I called TWC and was directed to a special call center for the showtime promo because so many people have had difficulty. after waiting over an hour and unable to talk to anyone, we called back and were told it would take 3 business days. This information was not on the original card.

This was just the straw that broke the camel's back. It seems like a constant struggle to get ahold of Time Warner for assistance. There prices are sneaky as well. Charging a rental fee for the modem every month without advertising and rental fee for the Top Box is misleading. Our experience has been frustrating. Unfortunately there is no competition and we feel stuck.

my mom and I are long time customers and I am VERY disappointed in Time Warner's Customer Service I have had in the past 3 days. My Mom lives in a Assisted Living and just moved from 1 room to another on Sat. I called on Friday night to switch her service to the other room (in the same building). That rep told me it will work as of Sat., cable, and internet Phone maybe 2 business days. Ok. Moved her hooked all the equipment up and NOTHING!! Called AGAIN Sat night to get help.. Need a Tech to come out. Scheduled an appt for Sunday 12-2 window. I was told by the rep on Sat night to give my cell number even tho I will not be at my mom's for the call to let me know the Tech is on their way.. Sunday by 2:10pm I have yet to receive my call to tell me that the Tech was on his/her way. I called into customer service to check on the status. This is when it all went down hill.. #1 Rep told me she does NOT see a appointment sch. for my mom. She reset something had me call my mom's number. I called nothing. I called back #2 Rep told me she see's a Tech was there in the morning and work order is marker completed by this Tech. Remind you I NEVER REC"D THE CALL. Rep #2 was to call my Mom's Assisted Living place talk to a Aid there to trouble shoot for us and this Rep #2 will call me back. Never heard back from Rep #2 going on 2 1/2 hours later. Rep #3 I talked to when I called back for the 3rd time. Rep#3 tells me the Tech was there at 12-1 with a work order showing complete.. She told me to pretty much drive out to my Mom's (which is 30 mins away) to trouble shoot. I told her Rep #2 was to call there and do this?? Rep #3 says they keep calling the Assisted Living and get voicemail. I then asked to speak to a Supervisor. Supervisor #1 told me pretty much that this is my Mom and I should drop everything to help her!!!! Trying to make it sound like I am not trying to help my mom.. I told her that that was very unprofessional of her to tell a customer this. She also stated that if this was her mom she would do everything in her power to help. I am going on 4 hours of phone calls back to Time Warner to resolve this. Because of the way Supervisor #1 talked to me I asked for someone over her. She told me there isn't anyone. I was transferred to Supervisor #2. Supervisor #2 kept telling me that there was a Tech at my mom's on Sunday did the work and marked it completed. After I argued with her that this can not be because my mom still can not get calls.. She said the Techs just don't mark them complete with out them being complete. I have asked every Rep during my calls to send out another Tech. They ALL TOLD ME NO. Now it being after 5 pm Supervisor #2 told me if was earlier they would of, but being after 5 pm they can't send anyone anymore!! WTH!! After Supervisor #2 HUNG UP ON ME.... I called my mom's Assisted Living place talked with the Receptionist there where EVERYONE that walks into the building needs to SIGN IN has NO RECORD OF ANY TIME WARNER TECH being there on Sunday...I talked with my mom's aid on staff at the time. She said my mom DOES NOT have a dial tone!!!!! I talked with my mom. She told me NOBODY WAS EVER THERE to hook up service for her!!!!!!!!!!! I called back again to talk to Rep #4 told my story again... The earliest time to get my mom a REAL TECH to her place is on Wed at 9 am. Everyone from 2:00 pm till 6 pm still says a Tech was at my mom's installed all 3 items Cable, Internet and phone but yet my Mom has NOTHING still on Monday at 12:00 pm!!! If the Tech's are suppose to confirm TV works, Internet work and Phone has a dial tone & can make and receive calls, she is STILL WITH OUT ANYTHING!!!! NOBODY in the 4 hours of being on the phone from 2 pm - 6 pm would do anything. Rep's never called back myself when promised or my mom's aid that was helping her trouble shoot was waiting for a call back. This is uncalled for. I don't care what the "work order" says Complete.. It is NOT BY FAR! 2 Time Warner Customer's in 2 different households VERY UPSET and My mom wants to drop Time Warner now and I am on the fence with her!!!!!

Review: On Wednesday, April 9, 2014, Time Warner Cable was contacted to activate cable service in a room over the garage building at the residence. The technician performed some testing and stated that there was no signal from the cable box and a new cable line would need to be run from the box to the building. The cable box is located in the ground just inside the yard area that is between the sidewalk and the street. The technician contacted his supervisor, [redacted], and stated that [redacted] had instructed him to run a new cable to the garage building and also to the main house. The cable in the main house has been operating properly, so this portion of the solution was rejected due to complete lack of merit or connection to the garage building issue. Replacing the cable line to the main house was unnecessary work and disruptive to the property.

The solution from [redacted] was to lay an exposed cable across the top of the sidewalk and continue across the yard to the garage building. Leaving an exposed cable across the sidewalk creates an enormous liability for the residence due to the neighborhood heavy foot traffic on the sidewalk. The exposed cable would present a major trip hazard for any and all pedestrians.

The technician called an associate that had the proper equipment to bury the cable under the sidewalk. The remaining cable was left exposed from the sidewalk to the building. Both technicians stated that Diggers Hotline would be on the property either that same day, or within 24 hours to mark the area for safety digging. The technician also stated that [redacted] stated that he placed the order to have the cable buried and it would be done no later than Friday. [redacted] was contacted later Wednesday afternoon to confirm the burying of the cable and he then stated that it could be up to two weeks before the cable is buried and that he had no control over when the job would be done.

[redacted] was contacted again on Friday, April 11 to state that the cable had still not been buried nor had diggers hotline been to the property. [redacted] first stated again that he could not control when the job would be done then, upon further questioning, he stated that he could have the job finished but that he would not pay extra for a crew to bury the line sooner and that he was unwilling to do anything to expedite the process or comply with the original time frame of finishing the job by Friday. During the phone conversation [redacted] frequently interrupted, was not cooperative, was very indignant, acted unprofessionally and stated that he did not care if the customer was upset nor did he care what the customer wanted. [redacted] further stated that he did not care if the customer was not happy and he was not willing to do anything further to satisfy the customer.Desired Settlement: Bury the cable on the property as agreed without delay. Reprimand [redacted] and provide proper customer service training. An appropriate billing adjustment to compensate for the aggravation, disruption and time spent on the issue

Business

Response:

Wednesday April 23, 2014

Review: I have been with Time Warner Cable at this address for over 14 years. I switched to Digital Cable with a DVR 6 months ago approximately. I have had nothing but problems with the service since. Almost on a daily basis I have to call in and have them reboot my DVR. I record shows and they are there one day and disappear another. I have had the service tech come out and nothing changes.Today I called into cancel my service and I could only describe their service to be frustrating and bordering on badgering me into keeping my service. They put me on hold for varying lengths of time, 5 different times. Than they come back and said, "we have changed your account to only be basic cable at a discounted rate." This was after me telling them numerous times all I wanted was to completely close out my account with them that under no circumstances do I want service with them.I do not want anything from Time Warner Cable I just want to go on record with the Revdex.com that their service is beyond terrible.Thank youDesired Settlement: I want you to record my complaint so others do not have to experience my frustration.

Business

Response:

We have received this complaint and will be thoroughly investigating the matter. We will honor our customer wishes and not contact them.

Review: I have been a long term customer. Lately I have been connection issues after numerous of calls to technical support 1 of your represenatives advised that the modem I had was outdated for turbo package I have. They advised I go into shop and pick up new modem. As I did the following day & per the counter rep sergio I am to go home, connect & should work. I did so and absolutely no connection so after 40 mins on phone with another technical support rep she advised the "new" modem I just got as well is not compatible with turbo service I have and to go back to store n ask for 3.0 modem box. I asked if there was any kind of compensation/ credit I could get she advied is stores error & ithey will need to provide such. Upon visiting store again asked for 3.0 modem as technical rep advised and counter rep "[redacted]" insisted box I have should work & I need a techinitian to come out. Advised i'd rather try the new modem as suggested now by 2 technical reps & then if that don't work I will call for technician to come out. He stated in front of everyone that the phone reps had no clue what they were talking about. After receiving the new modem I asked regarding a compensation or credit he laughed out loud causing everyone else around to look over & said why should they credit if they did nothing wrong. I felt utterly embarressed. Went home & plugged in my new modem, called activation # & sure enough my connection was up & extreme difference from speed was previously getting. Im a firm believer that every employee is image and represenative of the company they work for and on numerous of occassions not 1 person took any apologetic reaction or ownership to have a satisfactory end result & for this I went online to voice my experience and hope that something whether a credit or any other compensation can be offered to change this experience from a not so good one to remaining a satisfied consumer.Desired Settlement: A credit or any other means of compensation would result in a satisfactory ending to this headache of service

Business

Response:

December 12, 2014

Review: I've categorized it the best I can, Time Warner Cable refuses to accept a valid form of payment by debit card as it tells me it has placed a hold on my account. Repeated calls, a terrible customer service system with dropped callas, long holds, and hours spent has been unable to clear the problem. I simply want to pay my bill, but Time a Warner is not making that possible, insisting I give them my bank account information or drive to their location to give them a chick, which is about 80 miles away from my current location.Desired Settlement: Simply accept my payment by valid debit or credit card.

Business

Response:

December 22, 2014

Review: I was offered a credit for part of an installation fee. The company now refuses to give the promised credit. On June 29, 2015 I spoke to Lindsey at Time Warner Cable Customer Service [redacted] to renew my cable package deal and upgrade my service. She wrote up Work Order #[redacted] which included increased internet speed, all the movie channels and Whole House DVR service. She explained that a technician would have to come and swap out my two cable boxes. There would be an installation fee of $50, but there would also be a credit of $29.99, leaving a net installation fee of $20.01. When my next bill came there was no credit. I contacted Time Warner Cable just now via an Online Chat. The company said that they had no record of the credit being promised. They refused to issue the credit.Desired Settlement: I want Time Warner Cable to give me the credit of $29.99 that I was promised.

Business

Response:

Hello All,

[redacted] Revdex.com has been addressed. Please review attachment.

Have a great day!

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. Thank you, Revdex.com!

Review: As. Time Warner cable subscriber I pre-paid for the month of April. As I was moving, on April 23 I cancelled and returned all equipment on that date. Two proceeded to bill for the month of May, in which I no longer had service, equipment or lived in the home.

After receiving the bill I spent more than 1 hour with tec reps trying to rectify. I would get passes from person to person with long waits in between, finally third time I called I was told the charges would be cancelled.

Now three months later I am getting phone calls and mail from a collections agency on behalf of twc to collect the money for the bill I was told was cancelled.Desired Settlement: Bill retracted from collections and account cancelled with no payment due.

Business

Response:

Wednesday, July 10,2013

Review: Time Warner Cable violated Wisconsin Statute 100.209(2)(c) which states: A multichannel video provider shall give a subscriber at least 30 days’ advance written notice before deleting a program service from its video programming service. A multichannel video provider is not required to give the notice under this paragraph if the multichannel video provider makes a channel change because of circumstances beyond the control of the multichannel video provider.

The company refuses to credit our account for each day WGBA-TV was dropped from service on July 25, 2013. The channel change was not beyond their control.Desired Settlement: I would like a refund for each day the channel has been dropped from service.

Business

Response:

Thursday, August 22, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 8/20/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We received your communication in which you notified Time Warner Cable that you no longer are receiving a certain television channel and asked for a credit pursuant to Wis. Stat. sec. 100.209(2). While we continue to negotiate for fair and reasonable terms, the outrageous demands from Journal Broadcasting have forced us to remove it from your lineup. We apologize for that inconvenience, but the credit identified in Wis. Stat. sec. 100.209(2) is not available under the circumstances you described.

The credit identified in that statute is available only upon the interruption of a "video programming service," i.e., the service through which Time Warner Cable provides packages of channels to its customers. The credit is not available upon the deletion of one channel that is made available to you through that video programming service. Because your communication appears to relate to the deletion of one channel among the many channels that are provided to you by Time Warner Cable through a video programming service, and does not relate to the interruption of the video programming service itself, the credit identified in Wis. Stat. sec. 100.209(2) is not available.

Note also that NBC [WGBA-TV] is carried as part of a programming package, and we typically do not adjust what customers pay for changes to the lineup, whether channels are added or removed. We sincerely hope that this blackout is short; however, if the situation continues for a protracted period of time we will assess how best to address the issue.

If [redacted] needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: Every time you try to call these people you are put on hold for at least 15 min. Then you talk to some one from another country you can't understand. And today the recorded message was to call back when they are not so busy . When you are in the middle of a transaction on the computer and the provider drops you 4 times it becomes unexceptionable.Desired Settlement: Better service and a 1 month credit.

Business

Response:

Thursday, September 19, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 9/8/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have contacted Mr. [redacted] and have determined that there is an intermittent problem with his account and we have our Technical Support Group along with a Technician who is currently working with Mr. [redacted] to try and resolve the current issue. We will continue to be in contact with Mr. [redacted] until all issues are resolved.

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

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: I was called by a gentleman offering a $99 offer for tv cable service, internet service and phone. He told me that because we had the internet service that we could upgrade to the phone and cable for the $99 for 2 years but that we could call in the third year and get the rate extended. He also stated that there was a promotion for a $300 gift card for upgrading. I asked how many channels were included to which he stated over 100. I asked if it was HD and he responded that it was. At no time did he state that the additional taxes and equipment would cost another $38 (an increase of nearly 40%!) .I can understand taxes but renting equipment that doesn't include a dvr at the cost of around $25 doesn't save me any money at all on this "promotion". The promotion is incredibly misleading. I told him that we had canceled cable before because it was too expensive but that we would go with this rate because it was a good deal. I asked if there were any installation fees and he stated no. He said that he would stop by our house the next day to have paperwork signed which I thought to be a bit odd.

He never came the next day and our equipment arrived but we had to call 4 times to technical service and exchange our equipment at the store before we were able to finally get the cable connected.

I got my first bill for $235! In there were charges that weren't discussed during the original call (an equipment shipping fee not told to me when I asked about install fees, and the cost of the equipment) . Plus, the $300 gift card was only valid if I had switched carriers not if I was just reinstating my service. Again, I was deceived and had made my decision based on what I had been told. I spoke with a woman on the phone who told me that she would have someone in leadership call me.

[redacted] at ###-###-#### called me several days later. He told me that the promotion doesn't include equipment . I asked him to pull the recording of the phone call to which he responded that he couldn't because it was a third party that they hire. I told him what the third party had told me and he said that he can feel my frustration because people get laid off there and he has to clean up the mess. He said that he couldn't offer me $99 but could offer me $121 and a $100 credit rather than the $300. I told him that this made me very upset but that I would talk it over with my husband and call him back. My husband tried calling him several times, the first time customer service sent it to his extension and the phone rang endlessly, two other times he couldn't get through, he also left a message once for him with [redacted] but never received a call back. I had also canceled my recurring billing during this dispute but my credit card was charged anyway.Desired Settlement: I would like the $99 offer honored (excluding taxes). I would also like the $300 gift card I was promised and the shipping fee refunded. My previous bill needs to be adjusted and future bills reflecting the $99 rate.

Business

Response:

Thursday, September 26, 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 9/13/2013, regarding the concerns of:

I spoke to Ms. [redacted] on 9/24/13 regarding her concern with a promotional rate of $99 and a $300 Visa

Reward Gift Card she was offered by one of our Direct Sales Representatives for upgrading her services.

Ms. [redacted] upgraded her account on 7/24/13 to add Cable and Phone services. She was put under a

promotional rate of $110.94 not including equipment or taxes. We have put Ms. [redacted]'s account under

2 new promotions for her Cable, Internet and Phone services. Her new monthly rate is $ 95.97 before

tax and $104.23 with tax. These rates include her equipment, however the equipment is not included in

her promotion and is subject to annual increases if applicable. This would include the HD Converter and

the Modem. The new promotional rates were backdated to Ms. [redacted]'s original installation date of

7/24/13.

The Cable and Internet promotion will expire on 9/14/15, however the rate will increase on 9/14/14.

The Phone promotion will expire on 9/14/14.

Ms. [redacted] was not eligible for a $300 Visa Reward Gift Card, due to her services had not been switched

from a different provider. Also, the promotion did not offer a $300 denominational gift card. As a

courtesy, a $100 credit adjustment was applied to Ms. [redacted]'s account. She has also been added to an

exception list to receive a $100 Visa Reward Gift Card. This card should be received in 6-8 weeks. Her

monthly billing needs to remain current and not go in to a past due status.

An equipment Shipping Fee of $10.84, which was assessed to Ms. [redacted]'s account on 7/29/13 has also

been credited on her account.

Ms. [redacted]'s account currently reflects a credit balance of $ 74.37-. Her new billing statement will print

on 10/11/13. This credit amount will be deducted from the amount due on her new monthly billing

statement.

If Ms. [redacted] needs further assistance she 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: Contacted Time Warner to ask about reduction in bill due to blackout of NBC stations. Was told by customer service that my bill would be reduced several dollars per month and I would see it on my next bill. The next bill came and there was no reduction in cost. I called and was told that Time Warner was not issuing any billing credits. I am frustrated because I was told by customer service that my bill would be credited. I am asking for compensation for not being able to access the channels that I am paying for. Though Time Warner says that people can get this station over the air, that is not the case for me because of where I live. I have been a loyal customer for many years and have always paid my bill in full. I feel that Time Warner has not kept up their end of the bargain.Desired Settlement: I would like to be compensated on my bill for the stations I am not able to access due to the blackout that was part of the package I paid for originally.

Business

Response:

Monday, September 9, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 9/09/2013, regarding the concerns of:

Thank you for contacting us about Journal Broadcasting Group’s blackout of channels on the Time Warner Cable lineup. As you know, we have been negotiating for some time to reach reasonable terms with Journal for the right to continue carrying their channels, and regret that you’ve been inconvenienced by this blackout.

You asked to receive a credit for these blacked out channels. Please note that Journal Broadcasting Group’s channels are carried as part of a programming package. With the exception of premium channels like HBO, we sell programming packages rather than individual channels. Sometimes we have to drop channels from those packages, other times we add channels. And over the past few years, we have added a number of channels to various programming packages. We typically do not change what customers pay when we modify programming packages; however, if a blackout continues for a protracted period of time we will assess how best to address the issue.

You specifically asked for a credit based on Wisconsin Statute sec. 100.209(2). Unfortunately, that statue applies to a total loss of all services, not a temporary suspension of a single channel in a contract dispute. We sincerely regret that you’ve apparently been misled into thinking you were due a credit under Wisconsin law, but the law is clear.

Despite what you may hear or read, we are actively engaged in negotiations to return the Journal channels to our lineup. However, we will not do so under the terms being demanded by Journal that would require us to raise the price you pay for TV.

We hope Journal restores its channels to our lineup soon. In the meantime, we hope you are enjoying the temporary replacement programming provided, and the free preview of the

Tennis Channel from August 26 through September 9, 2013. And be sure to look in your e-mail and USPS mail for another small gesture of appreciation—either a movie-on-demand coupon or a gift card. Instructions on how to redeem those should arrive in your home by August 31, 2013.

We do appreciate your patience, and your decision to be a Time Warner Cable customer.

I would also like to apologize for the miscommunication that occurred when the representative offered you a credit.

If [redacted] needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: twc has been charges customers over 30% more in the last few months just this month my bill went from $64 a month too $119 and I even downgraded in 2012 I was paying only $74 with more channels and faster internet. now I cannot even get email unless I wait 5 minuets . I have supervisors hang up on me tecs not showing up when I wait. and they account services will call back to work with my bill and no one calls it a wounder why they have no business why are they still in business they have gone [redacted]Desired Settlement: keep bill as it was $64 with the stranded internet speed and get better people worker there that are professional and are not rude in all the departments

Business

Response:

Dear Mr. [redacted]:

This reply is in response to your letter received December 06, 2013, regarding the concerns of:

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

The review of Ms. [redacted]'s account shows that she has made several changes to her account throughout the year by both adding and

removing services, including the removal of the Digital Variety Tier in July 2013. Ms. [redacted] was under promotional pricing as well as

receiving an additional $7.00 in other discounts per month, which resulted in a monthly charge of $79.37 after taxes and fees. When the promotional rates expired effective 12/01/13, her monthly charges after taxes and fees increased to $119.15.

Ms. [redacted] contacted us on 11/29/13 to discuss billing and the representative with whom she spoke was able to provide promotional pricing that reduced Ms. [redacted]'s monthly rate to approximately $96.00 with taxes and fees for standard television service with turbo internet.

On 12/01/2013 Ms. [redacted] contacted us again asking to lower her monthly charges and as she was already receiving the lowest rate

available to her for the services to which she subscribed, Ms. [redacted] downgraded her internet service to a slower internet speed that would more closely fit her budget.

When I spoke with Ms. [redacted], I explained that at no time during the past year, had she been receiving a monthly charge of $64.00 after taxes and fees. We discussed that most months, due to credits and adjustments, she had paid less than what her actual monthly charges had reflected and that when her promotions expired in November of 2012, her monthly rate was approximately $102.00. I shared that we would be able to place her into a promotional rate that provided standard internet services at a discounted rate for the next 12 month as and that her monthly charges would be approximately $83.39 with taxes and fees.

At first Ms. [redacted] accepted our offer, but then changed her mind and returned to the everyday low price level of internet service. Her

monthly charges will be $62.92 before taxes and fees and approximately $68.72 after taxes and fees.

Ms. [redacted] is aware that this pricing includes 4 promotions that will expire 11/30/14 and $7.00 in discounts that will expire as of 01/31/14.

She is also aware that the promotional rates do not extend to the modem lease fee as well as the internet and home networking services. When I spoke with Ms. [redacted] we also discussed the reason for the technician not showing for the scheduled appointment(s) and the credits that had been applied at the time the appointments had been missed. A service appointment was also scheduled for picture and internet issues.

We apologize for any inconvenience caused and would be happy to work with Ms. [redacted] should she again decide she would like to

upgrade her internet service. 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,

Business

Response:

Attention: [redacted], [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received December 26, 2013, regarding the additional concems of:

Thank you for providing us with the opportunity to address Ms. [redacted]'s latest reply.

Ms. [redacted] has benefitted from various promotional offers through the years she has been with time Wamer Cable. At the time

her 2013 promotional pricing expired on 12101, the monthly charges went to $108.88 pretax (this includes the $7 discount that

was separate from promotional pricing) which was a savings of $72.06 per month when compared to the total cost for each

service without benefit of bundling or discounting of any sort ($180.94 pretax).

Since that time, we were able to provide promotional pricing that further reduced Ms. [redacted]'s monthly rate for the services to

which she subscribed at the time and when we were approached again, we were able to offer her services that more closely fit

her budget. Finally, we extended an offer for the same level of television services she has at this time along with Standard

internet service, which Ms. [redacted] has declined. Each rate has been for the lowest pricing available for the services being

offered.

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

Consumer

Response:

Review: We pay for 15Mb/s down and 1Mb/s up, and the average speed is around 5Mb/s down, 1Mb/s up. Then on every Saturday the Internet connection drops to sub DSL speeds (.01 to .001Mb/s down and up). Whenever I call them they insist that it's my wireless router, even though with or without it the problem persists. I explain this to them and they still insist that the problem is with my equipment and has nothing to do with their Internet connection. When I run a speedtest through their website, it reports I'm getting a slightly better connection than what I pay for (normally around 16 or 17Mb/s down) but if I go through speedtest.net or speedof.me they both report about the same, a much lower speed.Desired Settlement: To fix the issue, maybe to partially refund or discount the service since we've been getting 1/3 of the speeds we pay for for a majority of our use.

Business

Response:

Monday, March 10, 2013

Revdex.com of Wisconsin

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 2/20/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I have telephoned him and discussed his concern with the internet service he is receiving. Like the technicians who have consulted on this account in the past, I told him that our Standard internet service is a direct connection from our modem to one computer. His complaints about speed problems when he tries to connect wirelessly could be caused by his wireless equipment.

But [redacted] stated in his letter that he is also getting slower speeds when he connects his TWC modem directly to his computer. Since that is the case, we would like to schedule a service call free of charge, to investigate this problem.

[redacted] is not an authorized user of the account. I have made four attempts to reach the account holder [redacted] by telephone, leaving messages explaining that we need to have him (or [redacted], who is authorized) call us to set up the service call and/or authorize [redacted] on the account.

So far, we have not heard back from [redacted] or [redacted].

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday through Friday from 9 AM to 6 PM at ###-###-####, or a voice mail message can be left.

Sincerely,

Consumer Contact Specialist

Review: I spend all morning talking to time Warner workers and will not let me talk to supervisor and thread me if I do not pay today then turn off I told them how can they call back if my service is turn off I offered pay $130.00 today and their action was acceptable to thread at any customers and billing dept was terribleDesired Settlement: Would like see bill waived and say a apology and repair the bill with me and work it out

Business

Response:

After reviewing this account, we have verified that the billing on Mrs. [redacted]’ account is correct. Her most recent bill totaled $310.75 which included the following adjustments/credits and service fees:

Review: I called twc on 4/8/15 approx date to make changes to billing of services. I spoke with rep who discussed available options with me and at the end of the call I selected to keep preferred tv with starz channel I wad advised can return one recorder dvr and bill would be dropped addt $12.99 however elected to keep the boxes as is. I then asked what new balance would be and was advised $385.xx I inquired why bill was so high was placed on hold to consult with supervisor and was advised it was due to employee acct changes however, advised per her supervisor would issue credit for $100 within 24-48 hrs. I specifically asked then what will be the end billed amount and she quoted $285.xx after adjustment made. I called back after 48 hrs spoke with another rep advised supervisor still looking into it. I called back the next day and agents says supervisor [redacted] would be contacting me by end of day Friday April 17. I still have not received a call! I called back after almost two addt weeks spoke with a [redacted] who advised no notes on crediy no workorder she escalated issue to another supervisor [redacted] who advised will have Brett adjust and I again requested a callback. This is incredible inconvenience to call during break/lunch times to get this taken care of something I was advised would takr place. All calls ate monitored this call from 4/8 could have been pulled for verification and takrn care of. I have spent alot of time one calling on hold promises made and broken. I have been a loyal customer and really frustrated! I just want this taken care ofDesired Settlement: I want the $100 adjustment made to the acct asap and should be compensated with free movie channel for wasted time trying to resolve this issue. As a past supervisor myself I would never have a consumer or customer calling back this many times to resolve an issue!!!!

Business

Response:

We apologize for the inconvenience. The credit for $100 has been applied to Ms. [redacted] account. Ms. [redacted] amount due for the 4/6/15 billing statement is now $274.55. Time Warner Cable considers this matter resolved.

Review: Since moving here in 2010, I have continuously had issues with my TWC service. About 2 years ago I was told the underground cable needed to be replaced but no order was ever put in. I started keeping a log book starting as of 1/23/13 because I was forever losing my phone and internet. As of today, 7/19/15, I have been w/o all 3 services since Monday 7/13/15. They said someone would come out 7/30/15!!!! That's 3 weeks with NO services! They only want to give me a $20 break on my bill. I pay over $184/mo. I expect better service and a much bigger break on my bill since this has been going on for almost 5 years! I have been a loyal customer since TWC first began in the 90's. This is totally unacceptable.Desired Settlement: I expect the repairs to be done once and for all and I also expect a much larger discount on my bill. This issue should have been addressed 2 years ago. I also wrote a letter to the CEO in New York and got no reply.

Business

Response:

Good afternoon