Time Warner Cable

Review: I have been a Time Warner customer for over 20 years. First, I've NEVER received a bill in all that time. I've gone to the offices several times throughout the years in regard to this matter to NO AVAIL. I've checked with the Post Office as well. Long story short, on June 22, 2014 I spent over 2 hours on the line with [redacted] who went through all of the services I was paying for that I DIDN'T know I had. Never requested. She adjusted the $59 past due amount because of all the issues, which brought the bill to a zero balance. She removed all the unwanted services and said that she was going to contact whatever department handling the bills to inquire as to why I never receive them. She made a commitment to phone back the following Sunday at 3:30 to follow up. She did not. She sent out duplicate bills which I have NOT received. Because of a service outage, due to a storm, I phoned in last night 6/30 only to hear through the voice response unit, that I had a balance of $180. When I finally got to a supervisor, [redacted] (id number [redacted]) told me that she didn't see a payment for January 2014. I explained to her that I had the receipt in my hand and offered to give her the information on it. She vehemently refused that and said I had to take it to the payment center which I did today 7/1/14. I asked several times if she had the correct account only to be obnoxiously told she did. She didn't seem to want to go any further than me taking the receipt to the payment center. I spent over an hour with [redacted] at [redacted], who SHOWED me the two payments that had been made in January and couldn't understand why I was told they weren't there. [redacted] assured me once the receipt was verified she would remove the past due amount. However, when I phoned in after returning from the payment center, John didn't have a clue what I was talking about and wouldn't connect me to [redacted]. When I asked for the cooperate phone number he directed me to the website. Which only allowed a "chat". [redacted]. handled that interaction and was less than helpful. He only said that the bill was correct, end of discussion.Desired Settlement: I want [redacted] to REMOVE the past due amount which she said she would once I took in the receipt. I would like my due date changed so that I STOP incurring late charges. I would like to receive a bill so that I know what services I'm paying for. I honestly feel I should be compensated in some way for all the services that were associated with my account WITHOUT my knowledge due to me NOT receiving a monthly bill as well as the late charges NOT being added because the due date can't be changed.

Business

Response:

Good afternoon and thank you for the opportunity to respond to this complaint.

After thorough review of the account and calls in question, Time Warner Cable is denying Ms. [redacted]'s request for further credits on the account. We have pulled the calls in question and the account balances are accurate and fall in line with the information Ms. [redacted] was advised upon. Unfortunately, we have found her recollection of the events that transpired to be skewed.

Review: I am a Time Warner Cable Road Runner Tuebo subscriber. I have had trouble with my internet connection for years. Every year, I have to call for service 2, 3, 4 or more times. I'm currently having trouble with my connection after a Time Warner technician was here July 24, 2013. He said he fixed the problem, but I still I have an intermittent internet connection. That has been the pattern for years: it takes 3 or 4 service calls to my apartment to address the problem. The techs never seem to know what the problem is, and then after time my connection corrects itself. Meanwhile, I've lost hours talking to tech support and my internet connection is all but worthless. I've had problems for a week now, and Tine Warner still has to fix the problem. I pay through the nose for a premium service and I receive inferior results. I have lost hundreds of hours of online service because of TWC's incompetence. It's their equipment - why don't they fix it?lDesired Settlement: Fix the problem. I have been saying that to them for years: fix the problem. I'm tired of paying and paying, but not receiving the service I pay for. It would also be nice to be compensated for the lost service over the years, but I won't hold my breath waiting. TWC DEMANDS payment every month, bit they don't pay when they steal time from you.

Business

Response:

Tuesday, July 30, 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 7/29/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I spoke with Mr. [redacted] and I was advised by Mr. [redacted] that he has withdrawn his complaint. However, I did advise Mr. [redacted] that his account has been escalated and we are aware that there is a signal issue and we are working on repairing the problem. Mr. [redacted] states that a technician has advised him that it is a problem with his computer. I have credited Mr. [redacted] account two months of Internet services for his inconvenience.

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:

[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.

In order to keep me from disconnecting completely due to no benefit of being a long term (10 + years) good standing customer, I was promised a rate of $56.53 that would not also run out in a year's time and just received my bill and see its almost double my promised rate with no notice whatsoever. How can a company treat their loyal customers in good standing so poorly?? Because they have New England locked down to where unfortunately if you are unable to have a dish where you reside you have no other choice. If you are a new customer enjoy your year that's truly the only time you mean squat to this company all loyal customers are at the bottom of their totem pole. I wish to have at least a notice that I was lied to, being a single mother and getting a surprise increase on anything let alone the measly few channels that we can watch has me disgusted beyond belief.

I just have to say that Time Warner Cable is by far the worst company I have ever dealt with in my life. I scheduled for my service to be moved over a week ago and it was supposed to be completed yesterday. So as I hooked everything up today only to realize they never came and never turned my cable or internet on I was furious. I called them immediately and was told for some reason they messed up the appointment and now I have to wait until Tuesday for any cable or internet. I literally asked the woman "So you are telling me that I called over a week ago and set this up and because someone from TWC dropped the ball I have to be without any service for three days and you guys won't even send a technician out for five minutes to switch it on at the pole?!" The woman responded with a simple yes there is nothing we can do. Someone please explain to me how this horrible company got to be one of the largest cable distributors in the nation because from what I have witnessed first hand they shouldn't even be in business. The worst part it that where we live we can't even have a dish if we wanted to so we have no options and these people can get away with doing whatever they want, which in this case was nothing!

Review: I recently received the bundle package thru Time Warner may 6th 2015. I was told NOT to pay my april bill so they could pro rate it. It's all in the notes of my account. I resolved that thru time warner with tony and I was told specifically to pay $218.00 by July 18th. I agreed. I paid $100 on june 27 confirmation #[redacted]. I paid $50.00 on july 6th confirmation #[redacted]. From june 27th every day!!!! I get an automated message from time warner that my account is overdue. EVERY DAY!!! Tonight I called the payment center to ask them to stop calling. They refused. They threatened to shut me off. I told them I have been making payments and to stop calling me with automated messages! They refused! I told them you can not shut me off when I am making payments! She said she could. She refused to listen to me. She said she needed the full payment of $218.00 tonight. I can't pay that tonight I told her. She then told me again I would be shut off. I hung up on her. I also told her then to come get the crap out of my house. How can a business be like this???Desired Settlement: I would like them to quit calling me with automated messages!!! It would be different if I didn't make ANY payment!!! I know what needs to be done and I can't pull the cash out of my butt. I would also like them to apologize! They called me tonight at 8PM. I was in bed!! I work at 4 AM. I understand they have until 9 PM. I'm at the end of my rope! Time warner is NOT understanding at all. I really don't like them any more and am VERY sorry I got their business. All they have to do is read the notes in my account!!! Everything is explained in the NOTES!!! I told the girl that tonight that I talked to and she refused!! She said I owe the money and I have to pay tonight!! She refused to listen to when I have made the payments and how much. I understand the want their money. But calling me EVERY DAY when I AM making payments??? Isn't that harrasement?? I would also like $100.00 off my bill for my pain and suffering and all of the inconvience they have caused me!!!

Business

Response:

July 22, 2015

Review: I switched my cable provider away from Time Warner in September 2013 and continue to be billed from them. I turned in my cable box and have been calling every month to try and cancel the service. Each time I get put on hold and then eventually get disconnected. When I call back they promise to solve the problem and reimburse me for the 3 months, but so far nothing.

My last encounter seemed more promising the customer support rep gave me his name and email and said he would surely research issue and get back to me following day. It's been several days and I've heard nothing other than from their billing department stating that I am past due on my bill since I stopped auto payment this month.Desired Settlement: I would like to be refunded for three months of service and also any possible credit claim cleared, I stopped payment and they continue to bill me so I'm worried it will impact my credit.

Business

Response:

Wednesday February 5, 2014

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 1/31/2014, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. I have spoken with Mr. [redacted] today 2/5/14 regarding his services not being disconnected in. I apologized for the inconvenience there has been for not getting his services disconnected when requested. Mr. [redacted] states that he has been trying to contact us since October 2013 to have his services disconnected. He also says that he has spoken with our Customer Services agents and our Business Class agents and no one was able to assist him with the disconnection request. Mr. [redacted] says he has been told that it would be taken care of for him, that we couldn’t find his account under Residential service or Business Class services. He says that there were several times that he was on hold and hung up on. Mr. [redacted] also informed me that he was never told to return the equipment when speaking with an agent. Our agents are trained to provide customers with all payment center locations if a customer is requesting a disconnection.

I have researched all the accounts that Mr. [redacted] has had with us and found three accounts [redacted], [redacted] and the recent [redacted]. All the accounts are listed under his wife’s name [redacted]. I reviewed all the accounts to see if there were notes of a request to cancel this service back in October 2013 and the accounts haven’t been touched by any agent to note speaking with him. In his complaint he is requesting that we credit him back to October 2013 however, he returned the equipment back to Time Warner Cable on 12/5/13. This shows on his account as active equipment in the customer’s home October, November and December so he was billed for the services. At that time the eq was removed from the account on 12/5/13 but the services were not disconnected as it should have been that day. I was able to have the services disconnected as of 12/5/13 and the billing was backdated to that date as well.

The billing he received during that time was backdated to 12/5/13 and gave a prorated credit to the bill of $113.42 and leaves a refund of $39.55 to cover the billing received after returning the equipment. Unfortunately, we do not have any documentation or any notes on any of the accounts of him calling our office about the service until 12/6/13. He’s very upset and feels we’ve shown him poor customer service by not honoring him additional credit for October and November. We’re sorry that his feels this way and have to follow our guidelines for providing credit to customers and there isn’t any documentation for that time period that’s being requested. Mr. [redacted] says he will continue this again with the Revdex.com.

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 3:00 PM at ###-###-####.

Sincerely,

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

I called repeatedly throughout October, November, December and January. Their customer service could not find my account and therefore could not make any notes regarding my issue. They simply kept me on the line and evetually hung up.

I am in no way satisified with the response from Time Warner and have no faith that they will reimburse me for October and November 2013 after I had already switched services.

Review: Rather than receiving a final bill after cancelling service, as promised, I received a collection notice for an amount not owed.

My services with Time Warner Cable were discontinued on Saturday, September 28, and all equipment returned to that office at that time. I had previously reduced my services significantly, from a full cable/internet package to just internet, and my bill had not been corrected on the previous statement. In fact, I was not even credited for the equipment return until 3-4 days after it was actually returned. When I returned the cable modem on 9/28, I provided a change of residential address to Time Warner Cable and was assured I would receive a final bill within 10 business days. I never received a final bill nor any phone call indicating my payment was past due. I was unable to log into my online account or smartphone app immediately after cancelling service.

On November 29, I received a collection notice from "Credit Protection Associates LP" seeking to collect $71.68 for Time Warner Cable services.

Fortunately, I contacted Time Warner Cable directly and resolved my outstanding balance, which was NOT $71.68. They indicated that my change of address was never processed and that my final bill was returned to them as undeliverable. They also had to adjust their records because they didn't show my cable modem being returned until October 2. I find this unusual since I provided my equipment and change of address to an associate at Time Warner Cable's Capitol Drive location on September 28. I also have a standing Residential Address Change on file with the United States Postal Service. There should be no reason mail would not have been forwarded to me. I find this very dubious.

I have contacted Time Warner Cable again today and they reassure me that there is no further balance due at this time, and that my account has been closed with payment received in full. However, I continue to receive calls from the collection agency demanding payment in full. They cannot confirm what this $71.68 dollar amount is being billed for.

I have written to Credit Protection Association LP and asked them to correct their records and remove this "collection activity" from their agency. There is no balance to collect, nor was the debt amount valid in any way, shape or form. I don't understand why my account was sent to collection within 30 days of my service ending. I am certain that there are active Time Warner accounts 30 days past due that are not even seeing service interrupted, much less sent to collection agencies.

I do not appreciate ineffective customer service and questionable billing practices damaging my personal credit, and have reported this matter to the Office of Consumer Protection of Wisconsin and the Revdex.com of Wisconsin.Desired Settlement: I would like Time Warner Cable to discontinue these improper collection activities, remove my acocunt from this agency, remove any collection activity from my credit report, and mark this account paid in full on time -- as it would have been, if their associate had processed my address change and sent me the bill I requested and deserved.

Business

Response:

Dear Ms. [redacted],

This letter is in response to your letter received 12/04/2013, regarding the concerns of:

Our records indicate that Mr. [redacted] upgraded his Internet Service on 8/19/13 from Standard Internet

service to Turbo Internet service.

On 9/13/13 he removed his Cable service and maintained only Turbo Internet service. The billing was

back dated to 9/7/13.

On 10/2/13 Mr. [redacted] had his Turbo Internet service disconnected. The billing was back dated to

9/28/13.

Mr. [redacted] returned an HD DVR on 9/12/13 and an Internet Modem on 10/2/13.

Our records have been updated with Mr. [redacted]s change of address to ([redacted]

[redacted]).

Our Payment Services Department has contacted CPA (Credit Protection Associates), to advise them that

Mr. [redacted]'s account was paid in full on 11/27/13. CPA has updated their records to show that the

account has been paid in full and that they contacted the Credit Bureau. CPA mailed out a letter to Mr.

[redacted] on 12/9/13 to inform him of this information.

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:

Review: Every few months TWC raises my bill and I call to discuss promotions. TWC promises to lower rates but then doesn't follow through.

TWC entices customers with introductory rates. Then after the promotional period ends, the rate jumps by a large amount. I cannot agree to pay double or even triple the amount that this service should cost and it is not competitive with other providers. I call to discuss new promotions on a regular basis. I always get the runaround, spending time on chats and then having to call because they typically say they can't help through a chat.

A few months ago I purchased my own modem and returned my leased unit to TWC in person. My bill should have gone down. Instead it went up. I chatted with [redacted] and was told the bill would have gone down but they had no record of me returning the modem even though I had receipt for the return. I provided the modem's mac address and then they acknowledged it. I was told the "old" lease rate for a modem was $5.99 per month. The "new" one was $8.00. Thus, my bill should have gone down by $8.00. Instead they told me it could only go down by $5.99/month. They issued me credit of $7.08 ($5.99 plus tax, etc.) towards my next bill.

I asked what promotions were available to me as a long-term customer. I was told I was already on a promotion that would end after a year. My bill was supposed to have a base charge of $36.95 but would be going up to $39.99 soon. I was told my promotion ended on May 4. In May the bill jumped to $47.51. I got on a chat with Arthur and, as usual, I got the runaround.

Arthur could not help. I was directed to call their "Special Promotions" department. I did and spoke to Tasceda. I was again assured that my bill would go down as I would be put on another special promotion. My new rate was to be $32.23 with taxes and fees. I was also put on auto pay without being told.

In May I scheduled my bill payment at the higher rate ($47.51) because the new one had not yet been put into place. (What a surprise.) TWC took both this payment and a second one via auto pay. I do not like being on auto pay with TWC because they just withdraw whatever they want and then I have to fight with them to get credit.

I entered another chat and was told again that they can't do anything about the double billing via chat. So I called again. This time I spoke to Tina. She said it was a mistake and I would be credited. She also said someone would call me to discuss it further. No one did. The credit has not yet been issued. The rate shown on my profile is still $47.51.

This is type of experience I have every time my rate goes up, which occurs regularly. TWC is sneaky and dishonest and makes it extremely frustrating for customers to do business with.Desired Settlement: I want my double billing credited back to me and I want my monthly rate to go down to what was promised ($32.23) for a period of not less than two years. I do not want to chat and call TWC repeatedly and waste hours of time resolving these issues on a regular basis.

Business

Response:

Mr. [redacted] had the promotional offer of $43.28 per month for the last 12 months. On 3/8/15 we removed the $5.99 modem lease fee from Mr. [redacted] account, lowering the monthly rate to $36.95. Mr. [redacted] promotional offer then expired on 4/14/15, which increased the monthly rate to $61.24 per month. Mr. [redacted] contacted TWC on 5/12/15 and another promotional offer was applied to the account, lowering the monthly rate to $47.51 per month. As a one-time courtesy we have placed a promotional offer of $34.99 for 12 months on the account. This is a non-renewable promotion and at the end of the 12 month period Mr. [redacted] will be subject to the prevailing price at that time. The payments on 5/25/15 were made through the Time Warner Cable website, the automatic payments were stopped going forward. Time Warner Cable considers this matter to be resolved.

Review: I have been paying my bill on time for several years. Around seven months ago an error was made on a bill and I was charged a late fee. I contacted Time Warner Cable (TWC) and they stated they had corrected the issue and reversed the fee. The next month came and I received another bill with another late fee even though the bill had been paid well before the due date. This has gone on now for several months and the issue has not been corrected. Finally I had contacted a member of TWC who had stated that all fees have been reversed and I have a zero balance. This was in December of 2013.

I have a record of the whole conversation for evidence. Now I received my latest bill and it states I owe $87 (my $36 mo charge plus late fees)Desired Settlement: I would like all the late fees reversed like I was told would happen.

Business

Response:

This letter is in response to your letter received 1/10/2014, regarding the concerns of:

I spoke to Mr. [redacted] on 1/14/14 regarding his dispute of the Administrative Late Fees that had been

assessed to [redacted] account.

After review of Ms. [redacted] account, it was found that payments are being made to the account on a

monthly basis, but they are being received after the normal due date.

As a courtesy an Administrative Late Fee was removed from Ms. [redacted] account on 4/11/13 and

11/30/13. As a further courtesy, I removed (2) additional Administrative Late Fees from Ms. [redacted]

account. I advised Mr. [redacted] ofthe current remaining account balance with the fees being removed

($71.37) Total, ($57.20 current and $14.17 of the total amount is past due).

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 ###-###-####.

Review: I was getting repeated phone calls from an automated caller. Every time I tried to remain on hold I was disconnected or kept on hold for several minutes. My service was suspended two weeks after sending in my payment. When I contacted Time Warner I spoke with Mike employee I.D. [redacted] who I informed I had made my payment two weeks prior. His response was I had not and he would not restore service with out an electronic payment at that time. I asked him if I made a payment over the phone if I would be double charged? His response was not to worry about it, he was curtain it was lost. I believe he thought I was lying about making a payment. I informed him that if I made the payment I did not want the check processed. Again he assured me not to worry. I was right to worry, both payments got processed that night and over drew my account and I received a overdraft fee. Luckily I bank at a great bank and never had insufficient funds prior to this so my banker removed it. When I called Time Warner about this [redacted] I.D. unknown started a file ([redacted]) but when I informed him my bank was removing the overdraft fee he lost interest and brushed me off. I am very insulted and believe Time Warner should work on customer service. I have never had a good experience with Time Warner. It usually takes up my entire night any time I have an issue with there service.Desired Settlement: I would like this corrected in the hopes that others will not have to be treated like I was.

Business

Response:

January 9, 2014

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted], [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received on 12/17/13, regarding the concerns of:

Thank you for providing us with the opportunity to address Mr. [redacted]’s concerns. I have not been able to speak directly with Mr. Samuels yet, but I did mail him a letter summarizing my actions on his complaint.

January 9, 2014. I am including that letter here.

Re: Account [redacted]

Dear Mr. [redacted],

On behalf of Time Warner Cable of Wisconsin, I would like to apologize for the situation that occurred on December 4, 2013, when you made a payment of $100 that duplicated a payment of $100 that you had made two weeks earlier (but which posted to your account at midnight December 4), causing your bank account to be overdrawn. This prompted you to make a complaint to the Revdex.com (Revdex.com #[redacted])

I have been unsuccessful in my efforts to contact you. However, I am anxious to assist you with your complaint. I listened to the one call that we have on record from your telephone number ###-###-####. That call occurred on November 22, and during that call you mentioned having made a $100 payment a few days earlier. But I do not have a recording for ###-###-#### of the call of December 4. Did you perhaps call Time Warner Cable from another telephone number on December 4? If so, please tell me what that number was, and I will look it up in our call recordings file.

We apologize if the agent you spoke with on December 4 did not treat you with courtesy, or seemed to think that you were not telling the truth when you said you had made a payment on November 20. When he was speaking to you, the [redacted] lockbox payment had not posted to your account yet. But looking back at the situation now, we can see that the [redacted] lockbox payment did post later on December 4, along with the Visa one-time payment you made over the phone on December 4.

I have credited the $7.88 late fee of November 26, because we are sure that you paid the first $100 payment on November 20, and that the payment took longer than usual to post to your account.

Please contact me with any additional information, comments or questions about your Revdex.com complaint. I am available from 9 AM to 6 PM, Monday through Friday, at ###-###-####

I look forward to hearing from you.

Sincerely,

Review: Current services with TWC phone promotion for $10.00 and digital cable tv promotion for $39.99 taxes fees and surcharges $9.34 which my total bill was $59.33; Time Warner Cable had a promotion going on where they offered DVR service for $5.25 and free DVR box for a year. So I sign up for it. 59.33 + $5.99 plus a couple cents my bill should of been any where from 65.32-67.00 and when I received my bill after my previous month payment my bill was 90.00 plus dollars. When I called I spoke to a Josh,Frances, Denise, Cornelius from billing and the retention department and stated they could not honor or make any changes to my bill or give me the price I was quoted. But could give me a new package deal for the following month. I stated I did not want to sign up for a new promotion. I signed up for a promotion last month and TWC will not honor the price they quoted me and that I would just file a complaint.Desired Settlement: Honor the price I was quoted, correct my bill or I will be cancelling my services.

Business

Response:

March 30, 2015

Review: Almost 3 years ago we order the standard internet service from Time Warner Cable. Apparently at that time the standard speed was 10mbps. We were given the turbo speed of 15mbps. Because we had a 12 month promo for standard service at $34.99/month they gave us that service without charge. After our promo had ended they changed the standard speed to 15mbps (which is what we were getting). They have been charging us for turbo service (that we never asked for) because they say that is what we originally had (which is not what we agreed to). Even though they were charging us for turbo service they never upped our speed to turbo speed - it remains at the standard speed. Our bill kept getting bigger and bigger so we looked at it more closely and chatted online with them to get it resolved. We wanted to be refunded for the overpayment of a service we didn't ask for nor were we receiving. They said we waited to long to do so and they can not refund back any further than 3 months and would only give us a loyalty credit that amounts to way less than that which we overpaid.Desired Settlement: I would like to see a check for the full amount of $231 for the 22 months of being charged a $10 (plus tax) turbo upgrade for the service that we never ordered nor asked for and were not receiving the 20mbps turbo speed.

Business

Response:

Thursday, October 10, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 10/02/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have attempted to contact [redacted] on several occasions without success. Unfortunately, we will not provide [redacted] with a check for $231.00 as she was advised previously. [redacted] was given a three month loyalty credit on her account in the amount of $33.08.

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:

Review: On July 11, 2014 I had called Timer Werner to disconnect my internet service & drop my cable down to only having the cord plugged into my TV. The rep processed my request after I got very rude and annoyed at him for trying to make me keep all services with Time Werner. He then sent a self- addressed stamped box to my house so I could return the two cable boxes along with the internet modem/wireless rounder. The box arrived at my house about three days later. On July 19, 2014, I went to my local post office in Ixonia, WI & mailed all of Time Werners equipment back to them in the self-addressed stamped box they had provided to me. On October 13, 2014 I called into Time Werner to discuss the fact they were still charging me for internet, modem & wireless router along with two TV boxes. The rep informed me she had made the correct adjustments to my account & advised I had about a $37.00 credit. I then advised her that Time Werner is making false reports to the credit bureau regarding an old account that was discharged in chapter 7 in June of 2013. She said I had to send in proof on my discharge of chapter 7 & then they would look at it & make corrections. I told her no, & what they were doing was illegal. She then tried to transfer me to another department but I was disconnected. I had called back several times only to be give false numbers & to be disconnected. I have this entire call recorded. On November 3, 2014 I called again regarding Time Werner regarding being charged for services I do not have the three incompetent buffoons I had spoken with said I did not call to disconnect my services on 7/11/14 that I did not sent back my equipment. Then I was told thats a rep from Time Werner was at my house on 10/17/14 to pick up equipment & that I had called in & gave the wrong account info to pay my bill. I told the three incompetent mns that I didnt call in to make any payment, that it was your rep that showed up at my door on 10/11/14 that took down the wrong account info & he did not take any equipment with him on that date. Also I was told by the reps that just because I dropped off equipment does not mean that I have disconnected my services were terminated. I then demanded to speak with his supervisor; I was placed on hold & then disconnected.-I also have this phone call recorded.Desired Settlement: I want all of my money refunded & legal action to be taken against Time Werner Cable Inc. for their deliberate fraud.

Business

Response:

February 14, 2015

Review: I complained about the price they charged me for their service several months ago. Only after contacting the Revdex.com did I receive the price promised. Now the price has gone back up. I called to cancel service, was put on hold and never answered. Further attempts to call or contact website have only resulted in being shoved into departments to add new services.

I would like to maintain internet service, but otherwise sever TV service with this disreputable company.Desired Settlement: Refund for past two months overcharges on TV service and sever future TV service.

Business

Response:

June 5, 2014

Review: I submitted a order online via chat on 11/15/14 requested installation date of 11/21/14 after 1pm appointment time and date was confirmed on chat was informed would only need $66.34 upon arrival for installation was not informed of $40 dollar installation fee nor $50 deposit at time order was confirmed these are fees that should have been disclosed before the confirmation of the order also appointment was changed without verifying by phone the new time would work for me received email which who checks there email on a daily basis unfortunately I don't. I was not informed of total installation until Friday 11/21/2014 when I called to see why no one arrived for regular scheduled installation and the call was escalated to a supervisor who then informed me the amount needed on arrival so I canceled my order due to amount not being disclosed and not funding available for installation. When spoke to last supervisor was rude and unemphatetic about whole situationDesired Settlement: reversal of deposit and installation fees and courtesy credit to retain my business or upgrades in services without additional cost

Business

Response:

We spoke to Ms. [redacted] on 11/26/14 about her concerns with pricing. We explained that the requirement for the deposit was based on her personal credit score. It does take time to process all of the pertinent information properly in our systems, which is why she was not advised of the deposit at the time the order was placed.

Review: I have Time Warner cable as my cable provider @ [redacted] I called last week & spoke with a women named [redacted]. I explained to her that [redacted] & how much money & customer base I would loose by not being able to show the Packer games @ [redacted]. [redacted] put me on hold for a few min when she came back on the line she said as long as I only cancelled my cable & kept the internet & phone I would not be charged any fees. I waited till today to call back hoping they had fixed the problem and they haven't. when I told the customer service people they told me there was no notes in my file & there was nothing that could be done. I was transferred several times, hung up on twice during transferring & the last person I talked to laughed at me & when I asked his name he hung up. I've been on the phone 2 hours today with no answers to my concerns. I've been on hold for another 22 min while filling out this form. I can provide a copy of my phone bill to show each called & the time spent on hold if needed.Desired Settlement: after my 1st call last I was more then happy to keep the phone & internet service & cancel the cable. after today I want nothing more to do with time warner at all. I own a bar not a shoe store or a candy store so my customer come in to watch certain things. when I cant provide that they go somewhere else. I cant provide my customers with packer football in wi & after the waste of my time & the customer service that I didn't receive I want to do with time warner

Business

Response:

August 15, 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 07, 2013, regarding the concerns of:

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

Mr. [redacted] has been contacted directly by the Customer Advocate Team at Time Warner Cable Business Class support and the situation

has been discussed. Time Warner Cable is currently in contract negotiations with CBS Television which has resulted in a blackout of CBS

programming to Time Warner Cable customers. Mr. [redacted] received certain sports programming deemed extremely important to his

business operation on these blacked out CBS channels. This situation was explained to Mr. [redacted] and a link was provided to receive the

most updated information Time Warner Cable can provide to its customers. [redacted]

Mr. [redacted]'s Time Warner Cable Business Class services are delivered via a 36 month contract signed 8/31/2012. Mr. [redacted] contacted

Time Warner Cable Business Class support with questions on this situation and was dissatisfied with the response given which resulted in

this Revdex.com complaint. Mr. [redacted] requested the cable television portion of the service be disconnected. It was explained that this request

could be honored but that an Early Termination Fee may be imposed due to a violation of the contract term as stated in the Terms and

Conditions of the service contract. It was also explained that due to the extraordinary circumstance the termination fee could possibly be

waived. It was further explained that a disconnect form must be completed and returned to Time Warner Cable Business Class support to

begin the disconnect process. Mr. [redacted] has declined to submit the disconnect form as of this date. No change or action has been taken

on this customer's service or contract as of this date.

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

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

Sincerely,

Review: I called Time Warner Cable the first week in October to have my internet switched over to my new home. The girl on the phone stated that my internet would be switched over October 5th. She said the Time Warner employee would be able to switch on my internet from the outside and I would be able to hook up my modem myself. My internet didn't get turned on that day as I was told. I called Time Warner Cable to figure out what was going on. I talked with [redacted] and he said my internet wasn't scheduled to be turned on until October 10th. I informed [redacted] that I insisted on receiving a discount on my bill because now instead of being able to complete my school work at home everyday I had to drive 45 miles round trip to my school. I have a desk top computer so I don't get the pleasure of going to a business who offers wifi. [redacted] put me on hold while he spoke with his supervisor. He come back and said he is able to offer me $20 off my bill; however, I needed to call him back when my internet was up and running in order to apply the $20 discount on my bill. He gave me his extension number of [redacted]. When my internet was up and running I called Time Warner Cable with the number [redacted] provided me and ask for extension [redacted]. Tami informed me that it wasn't enough numbers for the extension. So now not one but two of your employees have been dishonest. I told Tami the same story I am writing to you. She spoke with her supervisor and credit my account for $17.01, the week I was charged for internet that wasn't turned on yet. I had to drive to school in order to complete my school was 3 days (135 miles) due to one of your fellow employees providing false information.Desired Settlement: I want a free month of internet. Your employee cost me extra gas money and wear and tear on my car.

Business

Response:

Monday October 21, 2013

Review: We signed up for a Time Warner full service bundle in April, and we were told that we would qualify for a two hundred (200) dollar gift card after three months of

continuous service and paying our bill in a timely fashion.

On the eleventh of this month, July, I called and was told that we did not return a coupon card that was allegedly sent to us at some time in the past three months,

so the offer was null and void.

We didn't have any evidence in our file of receiving any such coupon, and I told the representative that we keep everything they sent us, (to keep abreast of current offers),

and we did not receive the coupon.

He gave me directions to file an appeal online, which we did, and we were instructed that we would have an answer in 7-10 days, we have not!!Desired Settlement: Fulfill promise, by sending us the gift card that was promised us.

The competition between telecommunication companies is such that we are offered some sort of incentive to change providers on a weekly basis.

I honor my contracts, (two years with [redacted] before going back to Time Warner). All I want is for these companies to honor their commitments.

In this case, Time Warner owes us a $200 gift card!

Business

Response:

Wednesday, August 7, 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 07/30/2013, regarding the concerns of:

Thank you for forwarding [redacted]’s concerns to our attention. We have agreed to credit Mr. [redacted]’s account two hundred dollars. Mr. [redacted] is aware that he will not receive a gift card in the mail since we have applied the credit towards his account. Mr. [redacted] agreed and is satisfied.

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,

Time Warner Cable - Wisconsin

Review: Hello,

I was contacted by TWC in late August/early Sept 2015 to switch to their services from my then current provider of Direct TV. I was promised that if I switched and maintained an account in good standing for three months, I would be eligible for a $300 Visa gift card. I switched in September, making my date of eligibility December. Before I agreed to switch, I spoke with three reps and clarified the promotion to make sure it was true. They all stated I would received a letter 2-3 weeks after activation with directions on how to redeem the gift card. The letter never came, and I have been calling TWC since seeking directions for the gift card. Every time I call they promise me the "gift card is on it's way." (Which contradicts their earlier directions that I had to wait for a letter with redemption directions. Or, they stated they mailed a letter. Most recently, I was given a ref # of 2281159 that was supposed to assure me that my letter was mailed. This was on or near Jan 15. It is now Jan 28th and no letter was ever sent. When I call and ask to speak to a supervisor they place me on hold for an hour plus, or "connect" me to a supervisor, where the call just rings and rings and rings. This is a total scam, and I should have known something was foul when I asked repeatedly if I needed this "deal" in writing and the reps said, "Oh, no we do this all the time, you will get the letter shortly. etc...etc.."Desired Settlement: I want my $300 Visa gift immediately from TWC and for them held accountable for this false advertising/poor customer service. I DO NOT want a credit on my account. I want either a check for $300 or the Visa gift card.

Business

Response:

January 29, 2016

RE: [redacted]

Complaint # [redacted]

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

Per Ms. [redacted] complaint she stated that she upgraded her services late August or early September which should have allowed her to qualify for the gift card in December. However after reviewing Ms. [redacted] account it has been determined that she actually upgraded her services on 10/16/15 which means she would not qualify for the gift card until 1/13/16. In order to qualify for the $300 gift card, Ms. [redacted] would need to register within 30 days from the date of installation/upgrade, provide proof of switch from previous provider, make no changes to the upgraded package and keep the account current/in good standing for 90 days. After these qualifications are met she would expect to receive the gift card within 4-6 weeks from the 90th day.

Ms. [redacted] did not register within the 30 day time frame due to her not receiving the required redemption code, so she was unable to register online. She began to inquire about the card on 1/4/16 about a week prior to the 90th day. Due to miscommunication/ misunderstanding Ms. [redacted] was given the opportunity to send in her “proof of switch” and still qualify to receive the card since she met all the other stipulations. Ms. [redacted] faxed in the copy of her proof of switch on 1/28/16. She has now been registered for the gift card which she will be able to check status on beginning 2/5/16 via the reward website provided to her. The card will ship 2-3 weeks after that date. This roughly puts Ms. [redacted] in line to receive it within the same timeframe she would have received it had she registered within the 1st 30 days.

We regret any inconvenience this may have caused Ms. [redacted]. Thank you for the opportunity to respond to this inquiry.

Sincerely,

Customer Escalation Specialist

Time Warner Cable Kansas City

Consumer

Response:

Review: I have been a customer since July 2010 and had never had an issue with my service except for the normal. When I transferred my service in March of 2013, they decided that since I had the same last name as someone else that owed them $300+ that we must be the same person and merged our accounts. I only found out about this issue when my autopay wasn't working correctly and even though my account online said everything was fine, they were not deducting the money from my account and then charging me again for a late payment. For the last 6 months, I have constantly been on the phone trying to convince them that this was a mistake and that they are in the wrong. Each time they assure me that it is taken care of and then it ends up back to the same old thing the next month. They have called and harassed me and even cut off my service for no reason. They have continued to drag my name and account through the mud. No one seems to care and they just keep asking me for personal information and even going as far as asking me to send them a copy of my social security card. I feel like they are invading my privacy and causing me to just waste my time. It was their mistake to do this and I am the one that has had to pay for all of this. I am tired of fighting this battle and just wanted it to be resolved. They have been unreasonable at every step and no one ever seems to really be helpful.Desired Settlement: I want TWC to recognize that it was their mistake and own up to it. I want them to clear my name and account of this other persons debt and work to never have this happen to anyone else again. I would love it if they were able to give me back the time that I have wasted getting the run around on this but obviously that cannot happen. It would just be nice for them to take care of things like they should and not drag innocent good paying customers and group them with delinquent accounts.

Business

Response:

Tuesday, September 24, 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. Colmerauer,

This letter is in response to your letter received 9/18/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

We at Time Warner Cable sincerely apologize for the customer service problems that Ms. [redacted] described in her complaint. She had a repeat experience of an identification problem she had back in March of 2013, which she thought had been resolved then.

We needed her to verify her Social Security Number, so that we could rule out the possibility of her having an outstanding debt for an earlier account under the same last name (and a similar sounding first name)and with an identical Personal Identification Number (but a different Social Security Number)as her present account.

After speaking with our Risk Management department, I called Ms. [redacted] on September 20 and requested that she come to a Time Warner Cable payment center to show picture identification and her Social Security card. Our reason for this is that the Social Security Number that we had on her account was invalid. Risk Management had verified the invalid status of the Social Security Number with Identity Theft.

Ms. [redacted] explained to me that she had been through the same process in March of 2013, and she did not want to go through the process again. I explained her position to Risk Management, and they pointed out that we did not have Social Security identification on two earlier accounts in Ms. [redacted]’s name, and that we needed her to verify the Social Security Number now so that we could rule out another account under the last name of [redacted], and with a similar first name, and with the same Personal Identification number but a different Social Security Number, as having been her account.

I spoke with Risk Management and Ms. [redacted] again on September 23 and found that both parties were holding firm on their positions on this problem. We conducted a conference call between myself, Ms. [redacted] and Risk Management’s [redacted]. Ms. [redacted] and Ms. [redacted] agreed to have Ms. [redacted] read out her Social Security Number over the telephone. Ms. [redacted] found the Social Security Number to be valid, and immediately took the Risk Management flag off of Ms. [redacted]’s account, and took the account out of pending disconnection status.

Ms. [redacted] was relieved to finally have the situation officially resolved. We also had our Account Services department contact her to see if we could put her in a better promotion for her internet services. We placed her in a promotion that saves her $10 plus tax per month.

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

Consumer

Response:

I appreciated the response that [redacted] at TWC had provided. It was finally someone that wasn't treating me like a criminal and spent the time necessary to look over my account and make reasonable decisions based on my history as a customer. The only thing that I wasn't able to resolve was why they merged the accounts in the first place rather than contacting me and getting the information before they moved forward with the merge. I do appreciate them stepping up and discounting my bill in response to the time hardship that I have had to endure.