Time Warner Cable

Review: I signed up for TWC internet service in February. I paid $58.07 for the first month. I was told that if I did not sign up for recurring payments, I would have to pay a $50 deposit. I decided to sign up for recurring payments. Two months later I went online and saw that my account had no recurring payments and had a $50 deposit charge. I was not notified that this change was made to my account, and I did not make this change myself. I called and was told that they would file a ticket to have the $50 deposit charge removed and they reinstated my recurring payments setup. A month later I called and was told that the $50 deposit cannot be refunded. I find this unacceptable because I did not cancel my recurring payments, this happened as result of their error. And I was given no notice that recurring payments stopped or that I would have to pay this deposit. Apparently TWC assumes that people have an extra $50 sitting around whenever they decide to add a charge to an account.Desired Settlement: I would like to have this $50 deposit charge refunded. I have called numerous times and been informed that they can open another ticket to have the $50 charge removed, but that it would be rejected again. I would like a simple refund since I did not cancel my recurring payments, and I was not notified that TWC canceled recurring payments for no reason and added the charge.

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused. Time Warner Cable have investigated the issue and found the account was charged a $50 deposit due to not having a email address from Mr. Flister to accept the terms and conditions of the automatic payment plan. Once an email address is added to the account and Mr. Flister agrees to the terms and conditions, the $50 deposit will be credited off the bill. Please contact customer service at 800-617-4311 to have your email address added to your account and accept the terms and conditions for your auto pay plan. Sincerely,Time Warner Cable

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: I signed up for service with Time Warner Cable in August of 2015. Since then I have had multiple technicians out to my apartment for interrupted service. My home phone, internet , and cable television would go out for hours at a time. Two technicians referenced the fact that the cable service running to the brand new apartment s was not installed correctly. As of today, I am still having trouble. My cable television went out for 20 minutes yesterday and has been for an hour now. I contacted Time Warner outsourced call center and the woman who was "troubleshooting" my cable box actually shut it completely off. Now they want me to wait until Tuesday to bring yet another technician outDesired Settlement: I want another FULL month of credit until Time Warner PROPERLY fixes ALL THREE SERVICES. I understand a blip here or there, however, there is NO weather going on and I have not had proper service

Business

Response:

Spoke with Ms. [redacted] concerning her service issues and credit she was seeking. We explained credits are based on the time our customer calls until our technician addresses the concerns. Credits have been placed on the account each time sub has contacted us with issues. She states she is still having sporadic cable issues, but signal levels on her equipment appear good. Her equipment shows no flaps in service since last tech was at her residence. We did set up a service call to verify all service issues are rectified.

Consumer

Response:

Review: We signed up in June of 2015,there was an advertising promotion,that if you signed on you get a $300.00 gift card.They would send you a number and then you go online and register your number.and then in about 6weeks you would receive your card.We didn't even get a number till the end of August,so then we registered it online,we have a confirmation email that it was accepted.It is now November 9th,every time we call oh it is being processed or you should receive it next week.Now today some associate says well you didn't register till end of Aug so you have to wait 90 days.We didn't register because they didn't send us a number until then.Every time we have called it has been a different reason.To me this is a scam in advertising,promising a gift card and not fulfilling the duty.False advertising at best!!!!!!! We would like our gift card immediately,we pay our bills on time so why can't they fulfill their obligation!Desired Settlement: we want the $300.00 gift card immediately,no more waiting games!

Business

Response:

We appreciate the time that Mr. [redacted] took to

share his customer experience with Time Warner Cable. We have reviewed his account and verified

that Mr. [redacted] was offered a $300.00 Visa Card provided that his account

stayed current for 90 days, per the promotional terms and conditions found

here: http://twcbetterreward.com/Terms.

The Visa Card will be processed and mailed to his service address with an ETA

of 4 - 6 weeks from the process date. He

may follow the status of the gift card here: https://www.twcbetterreward.com/Status.Time

Warner Cable apologizes to Mr. [redacted] for the inconvenience this situation may

have caused. The cornerstone of our philosophy has always been to provide

“excellence in customer service” and we will continue working to provide the

high quality of service expected and deserved to our customers. We have

completed our investigation of this matter and consider it closed. Sincerely,Time

Warner Cable

Consumer

Response:

Review: We have two accounts with Time Warner Cable and recently upgraded both of them. In both cases, TWC has reneged on the terms of the agreements. I contacted TWC on August 21, 2015 and spoke to [redacted] in Dayton, Ohio concerning both issues. She promised prompt action, but no one has gotten back to me in spite of her promise to do so within 24 to 48 hours.

Case #1 – (Account under Glenn’s name) On August 7, 2015, I spoke to Lynn at TWC. (She was located in the Philippines.) She was trying to get me to add telephone service to our cable/internet account. She made me this offer:

1. We would keep all the services and channels we already had.

2. We would get HBO, Starz, and Showtime free for I year .

3. Our internet speed would be increased to a much faster speed.

4. The telephone service would include all local and long distance calls

5. The total cost, including all taxes and fees would be $144 plus change/per month.

6. This price and package would be guaranteed for 1 year.

I wrote down the terms as she said them, then read them back to make sure I had everything correct. I told her I was interested, but wanted to run it past my husband. She agreed to call me back later that evening. When she called back, I again read her the terms and prices and she verified them. I told her to go ahead with the change. Due to some glitch on her end, she came back on line and told me I would be billed $168.00 just for the first month, then $144.00/month for the remainder of the year. I made it a point to confirm that these amounts included all taxes and fees. She said it did. The change in service took place on August 7th.

Here are the problems: (1.) We just got our bill and it is $183.20, not the $166.00. (2) We still haven’t gotten Starz or Showtime.

I called TWC on August 21, 2015 and talked to [redacted] in Dayton, Ohio. She said that her supervisor, [redacted], would have to take care of it. She wrote up a ticket and sent it to him while we were still on the phone. She told me [redacted] would be calling me back in 24-48 hours. It’s been 1 ½ weeks and [redacted] has never called back.

There shouldn’t be any problem with this. TWC records all their phone calls and I provided them with the date, location and name of their agent. Their recording of our conversation will also prove that I read the price and terms back to the agent at least three times to be sure I had it correct. I feel like I’ve been pulled into a “bait and switch” scheme.

Case #2 – (Account under Susan’s name) I added 50 Mbps internet service to this account. (It was part of a promotion TWC had at that time.) When the installer was finished, he did a speed check and found that we were not getting the required speed/power. He finally had to call for a bucket truck to check the connection on the pole. He determined that the line from the pole to the house, which is a buried line, needed to be replaced. He proceeded to put in a ticket to have it done. He then put a temporary booster on the line in our basement.. He said we still didn’t have full power, but this would help until TWC replaced the line. TWC contacted Diggers’ Hotline on April 6 and again on May 4 to mark lines for the installation of TV/cable. On the second occasion, a man from TWC was in the house talking to my elderly mother. During the conversation, the workman knocked her large mug of tea on the carpet, spilling its contents all over. He said not to worry about it. He’d put it on the ticket and they’d take care of it. That’s the last we saw or heard from TWC. They still have not installed the underground cable and we are having trouble with the internet. Our access is intermittent and we are constantly being bounced off with messages that the” internet connection is unstable.”

I called on August 21, and talked to [redacted] in Dayton, Ohio. She told me that TWC had no record of the installer asking for the line to be replaced. I told her that he did. (I was there when he did it.) I also told her that there should be a record of him calling for the bucket truck to diagnose the problem and a record of TWC requests to Diggers’ Hotline. She denied that TWC had tickets for any of these things. What she said next was a bit surprising to me. She told me that in order for her to issue a ticket to send out another truck, I had to be calling her from the service address. She told me she started work at 3 P.M. central time the next day. So, we made arrangements for me to be at the service address at 3 P.M. and she would call me back. I gave her my cell number so I couldn’t miss the call. She even told me she put it on a purple post-it note on her computer. It’s a week and a half later and I’m still waiting for the call. In the meantime, we still have Internet connection problems and a jerry-rigged booster in the basement.

Again, TWC records its phone calls. So you can verify what I’ve said. I already checked with Diggers’ Hotline and gotten the names, dates, and reasons for going out to our house. Also, our security camera shows the TWC man in the house when the tea was spilled. Why/How is it that all the “tickets” have disappeared and TWC denies it?

I am fully prepared to file with the FCC if this is not resolved.Desired Settlement: Case #1 - We want TWC to live up to the terms of the contract that was agreed to with their agent. (1) Our first bill should be corrected from the $183.20 down to the $166. This amount includes all taxes and fees. (2) Subsequent bills should be $144.00. This amount includes all taxes and fees. (2) TWC should supply all the premium channels , HBO, Starz, and Showtime, free for one year. (3) Internet speed should be a lot faster.

Case #2 - (1) TWC should replace the buried cable from the pole to the house as they promised so we get full speed and power, and uninterrupted and stable internet service. (2) TWC should pay the cost of the carpet cleaning. (3) An adjustment should be made on the bill to account for the lack of and intermittent internet service since April.

Business

Response:

Tell us why here...We reviewed Ms. [redacted] complaint. We were able to the monthlyrate of $143.89. We also back dated this new price to 8/7/15. After she has therecurring payment of $183.20 come out on 9/13/15 this will leave a credit of$66.43 that will be reflected on her next month bill. We also completes aservice call for 9/5/15 to the intermittent HSD issue that she has beenhaving. We apologize for any inconvenience.Regards,Time Warner Cable

Review: We discontinued our service with Time Warner Cable on 8/24. I returned the equipment to their Southridge location on 8/24 as instructed. At that time I inquired about paying off my bill and was told I would receive a balance due bill in the mail. I received a balance due statement on 9/22/2015. I received a notice from collection agency IC System on 9/24. I contacted Time Warner to question why the bill was sent to collection when I just received the statement 2 days earlier. I spoke with Paul on 9/24 and was informed that because it was more than 60 days it was sent to IC System. We just cancelled our service on 8/24 and got the bill on 9/24 so I don't know how it oculd be 60 days. In addition, Paul informed that IC System is only used by Time Warner. I belive this to be false based on what I find on the internet for this company.Desired Settlement: I have placed a check in the mail today to Time Warner for the balance due of 33.38. I want this situation removed from my credit report.

Business

Response:

Thank you for contacting Time Warner Cable. In response to the complaint, Time Warner Cable utilizes IC System, along with 3 other agencies, to reduce bad debt by assisting in the effort to collect on the balance. These agencies will contact the customer in an attempt to resolve their past due balance and retrieve equipment, if not returned, prior to the account being sent to an outside collection agency. The expectation of this program is to help prevent more customers from being reported to the credit bureaus. This program is designed for customers who are disconnected for non- payment and has a balance, they will be sent to the agencies 7 days after the disconnect date and those who are voluntarily disconnected and holds a balance, are sent to the agencies 21 days after the disconnect date. Either voluntarily or non - pay disconnects, both account status will be worked up to 45 days before the account is referred to a collection agency. Mr. [redacted] received his first contact by the agency because no payment was received on his account until September 28, 2015, thank you for your payment. Mr. [redacted]'s payment has been applied to his account and he has a zero balance. Time Warner Cable will not forward the account information to any outside collection agencies without a balance being owed to Time Warner Cable. Time Warner Cable apologizes to Mr. [redacted] for the inconvenience this situation 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 you expect and deserve from Time Warner Cable. sincerely,Time Warner Cable

Consumer

Response:

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

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

Regards,

Review: Raised my monthly bill by $50 with no advance notice, was kept on the phone with them for 2.5 hours trying to lower my increased bill because they kept transferring me to "the person who could help me", requested refund for increased price for two months (back to June increase), they messed up my email so that I could not receive any emails, and shut off at least two of the tv channels without notifying me nor obtaining any authorization from me. Bottom line is that I'm still paying $20 more per month for less services and waiting for them to get back to me on the refund for June that is still due from them.Desired Settlement: I still expect $30 refund for the overbilling/increase for June 2015.

Business

Response:

August 13, 2015 Complaint DepartmentRevdex.com10019 W Greenfield AveMilwaukee, 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. After reviewing Ms. [redacted] TWC account the following has been determined. On April 25, 2015 Ms. [redacted] reached the end of her 12 month promotional offer that she signed up for. At that time a new promotional offer, with a modest increase, was placed on the account as a courtesy instead of it going to retail rates. TWC does allow 30 days to address any billing discrepancies that may arise. Ms. [redacted] contacted TWC on July 31, 2015 to address the discrepancy. The customer representative was able to lower Ms. [redacted]’ rate by adding a new promotional rate that will last for 12 months. The rep did make the new promotional rate retroactive 30 days but Ms. [redacted] was requesting for it to go back at least 60 days. As a 1 time courtesy an adjustment was made on Ms. [redacted] account that allowed the new rate to be retroactive to 4/26/15. Ms. [redacted] now understands that there is a specified time allotted for discrepancies. Ms. [redacted] expressed her satisfaction with the resolution. We regret any inconvenience this may have caused Ms. [redacted]. Thank you for the opportunity to respond to this inquiry. Sincerely,[redacted]Customer Escalation SpecialistTime Warner Cable Kansas City

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to clarify, however, that the "modest" increase by TWC to my monthly bill was not modest at all, but was $50.00, an approximately 36% increase.

Regards,

After being a customer for several years, my bill doubled without my knowledge. When I called customer service, they simply stated that my promotion ended and couldn't tell me why I wasn't notified. On top of the horrible customer service, my services sometimes do not work. If i'm paying over $200 for a product, I would expect ALL of my channels to work. I also don't agree with the fact that current customers are eligible for the reduced special rate only given to new customers.

Review: After terrible customer service I was promised a $150.00 gift card within 90 from beginning of Feb. 2015. I have still not received anything.

In January 2015 I had an exceptionally terrible experience with Time Warner Cable and the sales rep promised me a $150.00 VISA gift card with-in 90 days from beginning of Feb. 2015. I have called numerous times in May and now June of 2015 and each time they say " Yes, Mr. [redacted] you are entitled to the $150.00 gift card and it is on its way. But every day I check my mail and nothing. I call them again and once again they say it is in the mail and again I receive nothing. Obviously if they are admitting in our phone conversations that I am getting the card and each time they say it is in the mail and then nothing arrives they are either flat out lying to me or just are making it so hard that soon I will just give up and not call. I am owed a $150.00 gift card and would like them to follow thru and deliver what I was promised.Desired Settlement: I want a tracking number and a verification when I will receive my $150.00 gift card as promised. I don't want empty promises of "its in the mail"

Business

Response:

Customer: [redacted]

Case ID: [redacted]

To Whom it May Concern:

Time Warner Cable apologizes to Mr. [redacted] for any inconvenience this situation caused. The $150 Visa Gift card promised will be sent out Friday 7/3 via US postal service to Mr. [redacted]. Please allow 7-10 days from mailing date for gift card to be received.

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

Sincerely,

Time Warner Cable

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], I have heard that line from them for the last 5 months. If they actually follow thru and my card arrives by Friday July 17 (ten business days from their reply) I will consider the complaint closed, but until I actually have it in my hand this case must remain open for fear they will not hold up to their end of the deal again.

Review: On 10/21/14 Time Warner Cable charged me a $7.50 admin fee that I don't agree with and ask that it be credited back to my account ([redacted])Desired Settlement: Credit $7.50 back to my account

Business

Response:

Review: I am an emergency responder for my employer who is governed by the DOT. My phone is a personal phone, but is also used for emergency services. I have asked time warner several times not to bother me with unnecessary or automated phone calls. They will not stop these calls. The automated calls are appointment reminders and surveys. I was told by time warner just to ignore them. If it were just one call each time, I probably would. Instead, I will receive several calls each incident that always leave a recorded message on my voice mail. I can't remove this number from my account since time warner uses my phone number instead of my account number to access my account. I need these automated calls to stop. If one of these automated calls interfered with an emergency call, the public's safety may be jeopardized.

Here is the transcript of my latest attempt to get automated calls to atop:

[9:58:38 AM] [redacted] > Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is [redacted] and I would be happy to help you

[9:58:42 AM] [redacted] > Hello [redacted].

[9:58:46 AM] [redacted] > How are you doing today?

[9:59:18 AM] [redacted] > You have reached Time Warner Cable NYC Billing Support. Please stay online, while I transfer the chat to the correct queue for further assistance.

[9:59:39 AM] [redacted] > Please wait, while the problem is escalated to another analyst

[10:01:50 AM] [redacted] > Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is [redacted] and I would be happy to help you.

[10:02:10 AM] [redacted]_ > I do not want the automated phone call to take a survey after I call or received service. can you get my phone mumber removed from that list? Thank you

[10:02:41 AM] [redacted] > Can you please elaborate your question?

[10:04:45 AM] [redacted] > I am waiting for your response. Are we still connected?

[10:04:56 AM] [redacted]_ > I get automated calls to take a survey about the service I received after I call or a tech visits. I do not want them

[10:04:59 AM] [redacted] > You can change your email address at any time. Follow these simple steps:

1. Log into MyaccountID

2. Please go to My Profile tab

3. click on the Edit link next to your email address.

4. Enter your new email address

5. TWC will send an email to the email address you have provided.

6. Click on the link in the email to complete the change.

[10:05:08 AM] [redacted] > Sorry for the typing mistake.

[10:05:22 AM] [redacted]_ > I dont want my email changed

[10:05:22 AM] [redacted] > I see.

[10:05:31 AM] [redacted] > I can understand that

[10:05:34 AM] [redacted] > Sorry for the typing mistake.

[10:06:02 AM] [redacted]_ > I just want the unnecessary calls to stop.

[10:06:18 AM] [redacted] > I will make a note on the account to stop survey call for your Phone number.

[10:06:38 AM] [redacted]_ > will anybody read the note?

[10:07:34 AM] [redacted] > Yes.

[10:07:44 AM] [redacted] > I will make the notes on the account.

[10:07:46 AM] [redacted]_ > the system is automated and computers don't read notes

[10:08:22 AM] [redacted] > Are you receiving the automated call on TWC Phone.

[10:08:23 AM] [redacted] > ?

[10:08:38 AM] [redacted]_ > my personal cell phone

[10:09:38 AM] [redacted] > Okay

[10:09:44 AM] [redacted] > Please allow me moment.

[10:09:46 AM] [redacted] > Please give me couple of minutes while I check your account.

[10:09:50 AM] [redacted]_ > ok

[10:10:18 AM] [redacted] > Thank you.

[10:11:21 AM] [redacted] > Thank you for waiting. I appreciate your patience.

[10:11:31 AM] [redacted] > In this case, I'll need transfer this chat to our Escalation Team and you can check for the available options and complete information.

[10:11:51 AM] [redacted] > Please wait, while the problem is escalated to another analyst

[10:15:42 AM] [redacted] > Hello, my name is Sarah. Please allow me a few moments to read over the previous Chat.

[10:16:26 AM] [redacted]_ > I do not want the automated phone call to take a survey after I call or received service. can you get my phone mumber removed from that list? Thank you

[10:17:10 AM] [redacted] > Unfortunately, we do not have the ability to stop the follow up calls. You do not need to answer them or complete them and can ignore the call coming in.

[10:18:34 AM] [redacted]_ > thanks for your help. please send me a copy of this conversation

[10:19:39 AM] [redacted] > Please provide an email that I can send it to.

[10:20:30 AM] [redacted]_ > [email protected]

[10:20:57 AM] [redacted] > Thank you. I will send it now. Is there anything else I can assist you with?

Email sent at: 10:21:41 AM, 9/2/2014Desired Settlement: Stop all automated calls to my phone.

Business

Response:

Dear Customer,

We apologize for the inconvenience, we have coded your account on several screens to not receive calls - but we do not believe that will stop 100% of the calls. While we DO have to have a phone number associated with your account, you do not have to utilize your main point of contact as that number. Perhaps it would behoove you to change the primary number to a land line (where follow up calls and such would not be as bothersome) and move your cell number to the secondary position on your account. Otherwise, the best way to prevent the multiple calls would be to deal with them when they come in initially, so repeat calls won't be neccessary.

Thank you for your business,

Time Warner Cable

Business

Response:

Dear Customer,

Per our recent conversation we have figured out a work-around to resolve your complaint. If this resolve does not prove satisfactory to you, please contact us at the number provided and we'll work toward and alternate resolve.

Thank you for your business,

Time Warner Cable

Consumer

Response:

I don't think the"work-around" is a solution to the issue, but I will accept time warners response. If the issue becomes a problem again, I reserve the right to file another complaint or take what ever action is necessary to stop the automated calls.

Review: Canceled cable in July and still billing in August and September. I tried to cancel in June it took hours and multiple times till they canceled it. Then they keep billing. They keep putting me on hold for hours at a time before I can reach anyone then they just transfer me again. They keep calling us at home asking for there money for a service we canceled.Desired Settlement: I want them to cancel our service and refund our last 3 months of bills.

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 9/06/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Mrs. [redacted] and advised that as soon as the equipment was returned that I would backdate her account for the cable services that she was charged for. The credit placed on the account before taxes was $43.43.

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

Consumer

Response:

Worst customer service I've ever dealt with in my life. I tried to move, spent about 7 hours total on the phone with TWC where one person was more clueless than the last. You wouldn't think "I am moving" is so complicated, but apparently it's very confusing. I went over my cell minutes for the first time in my entire life and had to foot that bill, 4 separate appointments where I took off work - 1st no show, 2nd "order was entered wrong, we'll need to reschedule", 3rd no show, 4th finally moved my phone and internet to my new house. Then they called to confirm my "cancellation appointment" - what? I finally got my service moved after a month of headaches, why would I now want it cancelled? Then my first bill was for nearly $200 for services I don't even have. I called their "call anytime" phone number listed on the bill and a recording said "we can't take your call, try again later" and disconnected. Now I'll probably spend another 7 hours on the phone with them trying to clear up this bill.

Review: I have been a customer with time warner cable for about three years. I changed my plan on Aug. 22 of this year promised with the upgrade I would receive there computer with the upgrade. I had the internet and phone service I was about to cancel the service because of the price jump but wondered what would it take to get the computer. I changed my plan waited for the computer was told a month later I would be receiving a voucher for it. Waited another month called back was told I didn't qualify for the computer at that point wanted to cancel the service and wanted a two month refund for a service that was said to qualify me for the computer. I was told someone would contact me with a response which I explained I wanted the refund for 124.00 and the 127.00 and didn't want the service any more because I was lied to. They offered another package that would qualify me for the computer I refused because they wasn't honest with the first deal. I was told to return the cable box to one of the stores which I did and was also told I would get my refund. I followed up was told that my refund of 12.00 should be in the mail I asked what was that refund for that it was told that I would get the two months that I paid for. At that time the person said someone will call me about that issue because it wasn't in the notes about that refund that was the week of Nov 10 2015. Called today Nov 26 2014 asked about the refunded they spoke about the 12.00 refund. I spoke about the other refund she said there was notes about this asked her to speak to someone I can complain to she never did connect me said basically said I was lying an since I would have to ask for a refund the first 30 days I wouldn't qualify for the refund. I explained that when I asked about the computer the first 30 days that I was never told this and that I called a couple of times and finally she said I don't get a refund for the two months I was promised the computer. I only wanted my refund didn't think I would have a problem with time warner cable since I paid my bills on time for them many years. I rounded out the amount because I cant find a bill and I thought I wouldn't be writing you guys.Desired Settlement: just wish for my refund

Business

Response:

We spoke to Mr. [redacted] about the refund he is requesting today. We explained due to the fact he did not keep his service for the 90 days he could not be eligible for the Dell 2 in 1 laptop. We have listed the requirements below. On his last call to Customer Service he was given an opportunity to become eligible and he turned down all options. Mr. Ford used the services we provided for two months. This gives no substantiated reason for an adjustment for the services which was explained to him in the call. At that point he became agitated and stated he was done and ended the call. Time Warner Cable considers this matter closed.

I am a new customer and have had several issues already. First, I was given a price for the package that suited my family the best. That price made me chose this company for this service. It turned out that price was incorrect. After speaking with a customer service representative, I was offered a $20 credit for six months for the confusion and inconvenience of the previous representative's misinformation. I agreed to a higher price for the package and accepted the credit which was applied upfront and covered my first month payment. Two months later I noticed a $20 turbo internet fee as a part of my package, which I did not agree to. After speaking with customer service again, I was told that when I corrected my initial issue the representative added the turbo internet. I also asked about a collection fee on my bill because the payment was made late but less than ten days past due, which is the typical grace period. The rep confirmed what I assumed and advised me I have ten days before a late fee is assessed. Somehow, $20 per month was added onto my account without my knowledge and I was assessed a late charge unfairly. Unfortunately, I have nothing positive to say about this company so far. Sadly, I do not trust what the reps are telling me about my billing statements. There are plenty of other companies to chose from to service my needs and switching companies would not be a hassel for me at all. I hope to rectify my issues going forward.

Review: Time Warner is repeatedly claiming I am past due on my payments. All my bills have been paid on time and in full. Specifically, they have not given me credit for the payment I sent on May 10, 2013. I have repeatedly spoken with their customer service about the issue. I use bill pay through my bank. I first called on May 10, 2013 and spoke with [redacted]. [redacted] indicated I must send in copies of my bank statements showing payment was made. I did so, via certified mail, return receipt requested. The letter and statements were received by Time Warner as I received a return receipt. I called again on May 31/2013 at 10:35 am and spoke with Luis. Luis input the confirmation number from my bank proving that I had paid into their computer system and indicated I would receive and answer within 3 business days. No return call was received. I called again on July 16, 2013 and was told I had to have my bank re-send the payment information via an "RPPS Report" to Time Warner's fax number. This was done and I have Reference #[redacted] from my bank confirming the resend payment information. All Time Warner customer service is capable of providing to me is a fax number for their Credit and Collections department. They refuse to provide me with a method of contacting them directly to resolve the issue.Desired Settlement: I would like someone from Time Warner's Credit and Collections department to look into the issue and all of the documentation I have provided to date, credit my account, and provide some form of documentation that the issue is resolved. If that is not possible, then they can call me at ###-###-#### or ###-###-#### and provide me with appropriate contact information so that I can reach a live, competent person who can help resolve the issue.

Business

Response:

September 14, 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 August 28, 2013, regarding the concerns of:

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

On 09/11/13, it was discovered that since May of 2013, Ms. [redacted]'s online banking service has been electronically submitting her payments

to the Time Warner Cable office in [redacted] and using only a portion of her Time Warner Cable account number. As a result, each

payment that was submitted through Ms. [redacted]'s bank's online bill pay system beginning in May was applied to an account in [redacted].

Once located, the payments were moved to Ms. [redacted]'s account.

I was able to work with Ms. [redacted] and her personal banker, who deleted the payee information that was in place for Time Warner Cable on

Ms. [redacted]'s online banking bill pay system and entered the Milwaukee Wisconsin Time Warner Cable payment address as the payee. It

seems that the bank had had a change in vendor at the same time that the payments started being submitted to [redacted].

We sincerely apologize, however, for the miscommunication regarding what type of documentation would be needed in order for us to

research Ms. [redacted]'s missing electronic payments and for the inconvenience caused by asking her to submit the wrong information.

Feedback will be submitted to Customer Care for coaching purposes and we thank Ms. [redacted] for bringing the issue to our attention and for her patience in this matter.

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

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

Sincerely,

Consumer Contact Specialist

Review: HI THIS IS [redacted]. I HAD TIME WARNER CABLE COME OUT ON FRI FEB 8 2014 TO UPGRADE MY SERVICE. THE SERVICE WAS IN MY BROTHERS NAME AND HE SWITCH IT OVER TO PUT IT IN MY NAME. IN HIS NAME WE HAVE 3 TVS THAT WERE ACTIVE ON THE ACCOUNT. WE HAD ANOTHER 2 OUTLETS ACTIVATED WITH NO TV. WHEN I CALLED UP TIME WARNER TO UPGRADE THE SERVICE THE REPRESENATIVE ASK ME HOW MANY TVS I NEEDED HOOK UP. I SAID 3 TVS. THEY WERE THE SAME ON MY BROTHERS ACCOUNT. WHEN THEY CAME TO UPGRADE MY SERVICE THEY TOOK ONE BOX AWAY AND GAVE A NEW BOX TO MY ROOMATE UPSTAIRS. THEY TOOK MY OLD ROOMATE BOX BECAUSE THE NEW BOX GOES WITH THE UPGRADE I GOT. I HAD SUB CONTRACTERS CAME WHICH I HATE. I ALWAYS HAD 3 TVS ACTIVATE ON THE ACCOUNT EVEN WHEN IT WAS IN MY BROTHERS NAME. TECH TOLD ME ON THE WORK ORDER THEY JUST ACTIVATING ONE OUTLET WITH A TV. HE WOULD HAVE TO CHARGE ME 0 EACH FOR THE OTHER TVS DOWNSTAIRS. THE REPRESENATIVE TOLD ME WHEN I ORDER NOTHING ABOUT ME BEING A CHARGE 20 AN OUTLET TO HOOK UP. THE OUTLET WERE ALREADY ACTIVATED WHEN MY BROTHER HAD IT IN HIS NAME. I SHOULDNT HAVE TO PAY 20 FOR THE 2 OUTLETS THEY DID. WHEN THEY WERE DONE I CALLED UP CUSTOMER SERVICE AND SPEAK TO A MANAGER ABOUT MY PROBLEM WITH MY UPGRADE. THE MANAGER LISTEN TO WHAT I HAD TO SAY. HE ALSO TOLD ME THERE WAS A 30 CHARGE FOR INSTALLING EVERYTHING. I TOLD THE MANAGER WHEN I CALLED UP AND ORDER MY UPGRADE THEY DIDNT TELL ME THERE WAS GOING TO BE A CHARGE FOR INSTALLING. THE MANAGER WAVED ALL THE CHARGES FOR ME. I TOLD THE MANAGER THANKS AND THAT TIME WARNER SUCKS. TIME WARNER LIES TO THEIR CUSTOMERS WHICH I DONT LIKE. I DESERVE A MONTH OF FREE SERVICE IN ADDITION TO THEM WAVING THE FEES FOR MY INSTALL WHICH WERE 97.Desired Settlement: I would like some kind of credit given to me for them not telling the truth to me about all the chargers I was going to credit.

Business

Response:

Dear Ms. [redacted],

This letter is in response to your letter received 3/12/2014, regarding the concerns of:

I spoke with Mr. [redacted] on 3/13/14 regarding his complaint. On 3/2/14, the Time Warner Cable Account

name was changed from Thomas [redacted] to [redacted]. On 3/7/14, a Technician came to Mr.

[redacted]'s house to upgrade the level of his Cable service and install an HD Cable box; as well as upgrade

the level/speed of his Internet service. There were (2) Installation Fees incurred, a $39.99 + tax Truck

Trip and (2) Additional Outlet Fees, each $19.99 + tax. The total amount billed was $88.45.

Mr. [redacted] contacted our office on 3/7/14 to inquire on billing and dispute the Installation Fees charged

to the account, stating he was not informed of the fees when scheduling his Installation appointment.

The fees were removed on 3/7/14, as a courtesy to Mr. [redacted].

I additionally offered Mr. [redacted] a $20 1x Courtesy Credit, due to his inconvenience. Mr. [redacted] stated

he found the offer acceptable.

Mr. [redacted]'s current account balance is $74.05, after all credits applied. This balance covers services

through 4/1/14. The due date is 3/22/14.

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,

Time Warner Cable - Wisconsin

Consumer

Response:

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

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

Review: I have Time Warner Cable for my cable service. I received my monthly bill stating that I was paying for Showtime, and then the CBS/Showtime outage occurred. I contacted their customer service to find out more about the issue and was told that no credit, refund, or substitutions were being made to ameliorate the issue, that it was all CBS's fault and to contact them with complaints. After this, one of my friends stated that she received a 30$ credit and free HBO substitution from Time Warner Cable for the inconvenience of the outage. I contacted them again and was told that their agents are not supposed to be doing that. Very poor customer service, especially when they treat some people differently than others. Even more upsetting to me, however, is that I still have to pay the same amount , which I agreed to pay for a particular package, and yet I am not receiving what was supposed to be included in that package!

Copied from my bill:

Monthly services

07/05-08/04Time Warner Cable Promotion 89.90

Includes: Basic Service, Standard Service, Digital Variety Tier,

The Movie Channel & TMC On Demand, Showtime & Showtime

On Demand, HD DVR Converter, Standard Internet

Digital Choice Tier 5.95

1 HD DVR Converter 10.00 10.00

DVR Service 12.99

1 DVR Service 12.99 12.99

Turbo Internet Upgrade 15mbps 10.00

Internet Modem Lease 3.95

Total monthly services 145.78

Payment for this bill was due July 25th, and paid on July 24th, for services through August 4th. However, not all of those services were provided through the 4th, as CBS and Showtime were taken off air.Desired Settlement: A sincere apology for poor and biased customer service plus either a credit for the missed services and/or the complimentary substitution of HBO for the amount of time that CBS/Showtime is unavailable.

Business

Response:

Wednesday, August 14, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 8/12/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with [redacted] and advised that Time Warner Cable is not and will not be issuing a credit for the blackout of WTMJ. Time Warner Cable will be crediting customers who subscribe to Showtime and The Movie Channel; this will be an automatic credit that will appear on the customer’s bill. However as [redacted] was previously advised Time Warner Cable as a courtesy will be substituting Starz and the Encore channels in place of Showtime and The Movie Channel.

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,

Review: I am currently and have been a TWC customer for over a year. Approximately three months ago my promotion expired and my bill skyrocketed. I called and was told that the current price is what I could expect going forward. I received a letter in the mail today stating that TWC would be offering me additional savings by INCREASING my charges. Frustrated, I called to schedule a disconnection of my services. Each time an automated service would place me on hold (after choosing the disconnection option.) A live person never answered. I called back a fourth time and chose an unrelated option and voila someone answered. I told her I was calling to disconnect my services and she asked if she could get me a better rate would I remain a customer. I agreed. She put me on hold a number of times and after going back and forth with her she QUOTED me a price of $124.31 per month after taxes and equipment. She put me on hold to finalize things. After THIRTY minutes she returned to tell me she wouldn't be able to give me the price she quoted, but they could offer me $141 before taxes and equipment. That is more than I currently pay. Where are the savings in that? I asked to speak to a manager and was told one would call me back. I asked for her name and she said [redacted], refusing to give her last name. I received thee worst customer service EVER today from TWC. In short. their business practices are shoddy and very predatory. I was led to believe one thing when ultimately that was not the case, nor do I believe [redacted] ever had those figures in front of her. I am disgusted, frustrated, and extremely angry at TWC. I am gladly taking my business to a more reputable professional company, and I will certainly be informing my friends and family of their business practices.

Business

Response:

Thursday, August 01, 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 7/11/2013, regarding the concerns of:

We at Time Warner Cable sincerely apologize for the customer service problems that Ms. [redacted]

described in her complaint. She experienced these problems 7/9/2013 when she called Time Warner

Cable to see if she could obtain a promotion that would lower her prices.

After not reaching Ms. [redacted] by telephone on 7/11, I contacted our Account Services Department

looking for a promotion that would be beneficial to Ms. [redacted]. Account Services found a promotion

that would lower her charges from $167.62 including tax per month to $131.09 including tax per month.

I asked Account Services to go ahead and put that promotion on the account. Then I again called Ms.

[redacted]'s number (###-###-####), hoping to keep her as a Time Warner Cable customer. I left a

message telling her about the new promotion and the $36 per month savings. I also called that number

and left messages on 7/12, 7/15, and 7/17, also explaining that, even with the new promotion her

account was overdue and she would need to call our Payment Services department to make a payment

arrangement.

On 7/18/2013, I called ###-###-####, and reached Ms. [redacted]. As I was bringing her up to date on

our promotion and the need for her to contact Payment Services, she pointed out that she had decided

back on 7/9 to discontinue service with Time Warner Cable, at the end of a long and frustrating

telephone conversation she had with a representative on that date. She said she thought she had

already set up an appointment to disconnect on 7/13. Checking back in the account, I found out that

she was correct. The notes on the account state that she said she wanted to disconnect 7/13. The

representative who handled her call had submitted a request for the disconnection to occur 7/13, but

there weren't enough man hours available on 7/13 for a technician to be scheduled. Unfortunately, no

follow up was done to contact Ms. [redacted] and explain this to her, or to arrange a different day and

time for the disconnection.

We attempted to listen to the telephone call of 7/9 in which Ms. [redacted] had started by looking for a

better promotional price and ended in frustration by requesting disconnection on 7/13. Unfortunately,

we do not have a recording ofthe call because this representative's calls did not start being monitored

until 7/15. But we explained the situation to the representative's supervisor, who did a thorough

coaching session with the representative. Ms. [redacted]'s complaint will be included in the

representative's performance file.

Disconnection of services was scheduled for 7/20.

On 7/20, Ms. [redacted] called Time Warner Cable and requested that the disconnection not be done.

She made a payment of her overdue balance, and her services were reinstated.

On 7/29, I called ###-###-#### and left a message, but I have not heard back from Ms. [redacted] yet.

Should you or Ms. [redacted] have any additional questions or concerns, please feel free to contact me.

I may be reached Monday through Friday, between the hours of 9 AM and 6 PM, at ###-###-####.

Also, a voice mail message can be left at any time.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: I signed up for cable service and was given a package in which the cable, internet and phone service were bundled. When I signed up I told the sales person that I did not require phone service. The sales person informed me that the service was included and that I would not be paying for the service. After receiving my bill I called to cancel the phone and was told that I could not reduce my bill by the amount of the phone service. The customer service representative asked what they could do for me and kept interrupting me while I was telling them what was needed to resolve the matter. The rep then put me on hold for over 5 minutes at which point they hung up on me.

In my first bill I was charged for phone service, charged for voice mail. I was also lead to believe that by signing up with Time Warner Cable that I would receive a debit card for $300 for selecting Time Warner service. When I checked into this I found out that I was not eligible.Desired Settlement: Refund the home phone activation of $14.95. Remove phone service from my account, from start of service, and reduce the bill by $25.64 (phone service) + the $2.03 (for voice mail)+ $4.99 (modem lease)=$32.66 so my bill before tax = 82.32. Make me eligible for the the $300 dbet card or provide a better cable and internet combination.

Business

Response:

Wednesday September 25, 2013