Time Warner Cable

Review: On 11/6 I had my services upgraded which required new set top boxes installed. The set a tech whom represented time Warner and in the process damaged a pc and 2 tv's even catching on on fire. I called time warner whom said they would have a claims member call me within 72hrs. They did not, I had to call back myself a week later to find out they denied the claim and said I would have to take it up with the installers as they were going to take their word for everything with out even speaking to me (the customer). They refused to give me any further information or help me an anyway. In fact they said they "drew the line on installers and we not going to be responsible for them) they only thing the csr's would do is "email the claims department to have the, call me which they still have not done. I can't get a hold of anyone at this company who will discuss this,Desired Settlement: Equipment replaced, service fees for installation removed and most of all an sincere apology

Business

Response:

RE: Customer:

[redacted]Case

ID: [redacted]Time

Warner Cable reviewed Mr. [redacted]s concerns regarding his claim of his personal

equipment being damaged, wanting it replaced, service fees for installation

removed, and an apology. From our investigation, Management from the Contractor Company confirmed

on 11/8/15 the claim was denied due to fault found with electrical issues

within the customer’s home. They sent Mr. [redacted] a denial letter dated 11/09/15. We did not find justification to remove the

service fees for installation. No

adjustment will be honored nor given. Time

Warner Cable apologizes to Mr. [redacted] for any inconvenience. 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: My wife and I received our Time Warner Cable (TWC) bill 4/20 for $332.44 when the normal monthly bill is $102.82, a nearly $230 increase. We used online chat to try and resolve the issue as there seemed to be no reason for the massive increase to our monthly bill. The employee in chat said we had to call and that the person over the phone would help us. We spoke with another employee on the phone who reassured us the issue would be fixed and the bill set back to where it was previously. We were transferred to a person who then tried to come up with a new package at a significantly higher price than what we had before. We said that was not satisfactory and that we were told it would be set back. The employee said we would receive a call from a manager to get the issue settled in 48-72 hours, meaning at the very latest we'd get a call by 4/25 (due to business days). When we hadn't received a call, we called back 4/26 and asked to speak to a manager. The manager we spoke to said he'd need to talk to his supervisor but that they would call us within 72 hours and get our bill set back to the same price since that was what we had been promised earlier. We did not get a call back by Friday, 4/29 as promised. We did another online chat on Monday, 5/2 and were told that it turned out the whole problem started because we don't have a phone modem. He said that we needed to go to the store to get another phone modem and that they can then set our monthly bill back to normal with clear notes indicating the whole ordeal. I went to the store today, 5/3, to finally get it resolved and the employee gave me the phone modem and told me I was all set. When I asked her for a copy of my updated bill showing that it was back to the regular amount, she said she couldn't provide it or tell me how much my bill would be. She then went to talk to her manager. When she came back 20+ minutes later, she said they didn't know why I had the price I did and that my price would be going up and could potentially go up the hundreds of dollars per month quoted on my most recent bill. She said this was because we chose to cancel our home phone service. I explained again that we never intended to do that, particularly if it would cause our bill to skyrocket, and that we brought the modem into the store because we thought we were doing them a favor by bringing back apparently unused equipment and that employee never gave any indication our bill would go up because of it. Why would anyone intentionally reduce their service just to have their bill go up? She said she couldn't speak to that because she wasn't the employee. When I told her I wanted resolution now and that I had already been told multiple times a manager would follow up with me and they never did she just said that wasn't her and so she couldn't speak to it. She said I would just have to call or email back tomorrow when the appropriate department was open and that they would decide what price I would get.

In summary, we have made five attempts to get this billing issue resolved with Time Warner Cable without success. TWC has failed multiple times both to follow up and to honor their promises made. The whole problem was started simply because we thought we were doing TWC a favor by returning equipment that it appeared had been placed in our home in error. Had the employee informed us we needed to keep the phone modem (even though it didn't need to be actually installed, just kept in our possession) or risk a rate hike, we would have gladly kept it and there would have been no trouble. Now we have had to spend hours trying to rectify that employee's failure to inform us of the consequences of returning the phone modem and TWC has failed in honoring any of its promises of resolution.Desired Settlement: I want a response from a Time Warner Cable employee by the end of the day 5/4/16. I want confirmation that my monthly bill has been returned to the original rate of approximately $103. The payment due date is a week from tomorrow and we have made every effort these last two weeks since first receiving the bill to get this resolved. It is time for TWC to start keeping promises and stop putting the burden on us to call or come to the store only to be told that we have to again wait for resolution. There is absolutely no reason it should take more than two weeks to resolve a billing error.

Business

Response:

We have reviewed Mr. [redacted] account. When the phone service was removed from the account this increased his monthly rate to regular pricing due to the phone being part of the promotional offer. The phone service was reconnected as of 5/4/16. We have applied a new promotion to the account providing Mr. [redacted] a monthly rate of $97.26 for the next 12 months. Mr. [redacted] current balance is now $97.25. We apologize for any inconvenience. Time Warner Cable considers this matter to be resolved.

Consumer

Response:

I have standard internet service through time warner.my bill for December 2015 was $47.46,the next bill for January 2016 was $61.18, the next bill for February 2016 was $63.29.this is close to a 35%increase with no warning.I was told since there is two cable providers that it is not a monopoly but the other option is Frontier that is advertising high speed internet but there service here is not the fiber optic high speed they advertise but through the phone line at 1mps., in other words dial up obsolete internet that one cannot stream movies or much of anything these days, no netflix ect.
how is this not a scam , they know I have no other choice. this is wrong, I should have the choice of a comparable internet speed ect. The FCC has dropped the ball here or who's getting a kick back or what.This the true meaning of between a rock and a hard place.What a disservice .

Review: WHEN I CHANGED INTERNET, HOME PHONE & CABLE SERVICES THE PROMOTION INCLUDED A $200.00 GIFT CARD. YOUR ACCOUNT WAS TO BE IN GOOD STANDING AFTER 90 DAYS AND A REWARD CARD WOULD BE MAILED IN 4 TO 6 WKS OF MEETING THE 90 DAY MARK. WELL I SWITCHED IN JUNE, MET 90 DAYS IN SEPTEMBER AND AM STILL WAITING FOR THEIR PROMOTIONAL REWARD CARD. EVERYTIME I CALL I AM PUT OFF. LAST MONTH THEY GAVE ME FREE MONTH AND WERE SENDING CARD OUT. WAITED 3 WEEKS STILL NO CARD, CALLED AGAIN AND NOW TOLD CARD WILL BE GOING OUT AGAIN. NOT SURE WHY THEY ARE PROMISING REWARD CARDS FOR SWITCHING TO THEIR SERVICE AND THEN YOU HAVE TO BEG THEM FOR THE CARD. I HAVE CALLED THEM AT LEAST 6 OR 7 TIMES SINCE SEPTEMBER. I AM GETTING NO WHERE WITH THEM. I KNOW SEVERAL OTHER PEOPLE WHO HAVE ALSO HAD TO HOUND THEM FOR TEH PROMOTIONAL REWARD CARD.Desired Settlement: I WOULD LIKE THE REWARD CARD I WAS PROMISED . I HAVE PAID MY BILL ALL ALONG EXCEPT FOR LAST MONTH WHEN THEY CREDITED MY ACCOUNT BUT STILL DID NOT SEND OUT THE REWARD CARD. AGAIN I AM SO FRUSTRATED WITH THEIR LEVEL OF SERVICE. EVERYONE THAT I HAVE TALKED TO IN THEIR CUSTOMER SERVICE HAS BEEN QUITE HELPFUL. [redacted] WAS EXTREMELY HELPFUL AND TOLD ME IT WOULD BE TAKEN CARE OF BUT STILL NOT. NO ONE CAN SAY WHY THE GIFT REWARD CARD WASN'T SENT OR WHEN IT WILL BE.

Business

Response:

Wednesday March 12, 2014

Review: Time Warner Cable came into my home to install a telephone. After moving our modem and router from our basement to our living room the technician then proceeded to install our phone. We do not have a cable provider at this time we have an antenna on our roof that we use. In our living room we have a signal amplifier and cords that run to our TV to strengthen the signal from our antenna, the technician took our amplifier and cords with out saying a word to me. I have contacted Time Warner multiple times over the last week just asking for our property back or replacement of it because the tech was there to install a phone and had no reason to take our personal property out of our home. Time Warner continues to give me the run around and we were told we would have a resolution with in 24 hours and still nothing has been done. We have been patient and polite and now we are aggravated and feel as though our items were stole from our home and Time Warner is condoning theft at this point.Desired Settlement: We would just like a replacement of the equipment that was taken from our home or our actual property that was taken and I would also like the installation fee waived as well due to all of the hassle that was given to us in regards to this.

Business

Response:

Time Warner Cable reviewed Ms. [redacted] account and

escalated it to our Technical Operations Supervisor. He contacted Ms.

[redacted] and we are going to her home to replace the amp. Time

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

have caused.

Consumer

Response:

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

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

Regards,

Time after time nothing but problems and unqualified customer service. Past 3 days I had a problem, my parents had problems, and my son in a different state had problems. My son is a medical student and he is without internet, had him on the phone for hours the first day and hours the second day, over 2 each day. He doesn't have time for this and neither do I. We specifically said there was to be no interruption in service, they assured us when switching to new equipment. My wife is driving back and forth to another state because they can't get a tech out there. Then I tell her I was on phone for hours with lady from India or somewhere that didn't know what she was doing so I then disconnected their equipment and hooked up my own. Finally my father was on the phone for hours, got fed up and got his own router. I'm looking into satellite.

I signed up with TWC almost 2 years ago and though I paid every bill on time (that changed drastically and we're wrong half the time) I never received my gift card. They have lied numerous times saying it is in the mail or it will be sent out and they even accused me of lying by saying it arrived at my house. No proof anywhere of course. Also my cable NEVER Works!!!! It's always pixelized or unavailable. We have had over 10 service calls to our house with no answers as to why it doesn't work. They don't even have my name spelled correctly on my bill even after changing it with a supervisor. Most of the customer service reps are rude and after calling there twice a week I have spoke to many! I've wasted hours of my life on the phone, renting movies that don't work, and practically begging for a card I know now I will never receive. This is my first complaint to Revdex.com to try to save others from a huge headache and waste of time. Good luck !

Review: I setup an electronic bill payment through my bank for payment of $147.49 on 11/26/2013 for a bill due on 11/28/2013 (Thanksgiving Day).

My bank has confirmed that the bill was paid on Tuesday 11/26 as requested.

Time Warner sent my December statement indicating that I owe $7.50 for a late payment.

I contacted Time Warner on 12/12 and got them to remove the late charge based on past good payment history. I was told that the late payment fee was because I didn't take into account that 11/28 was Thanksgiving even though Time Warner acknowledged that payment was made on 11/26.

I think this is an unethical business practice that probably caused many of Time Warner Cable's customers to get assessed a late fee that is not justified.

Many customer's may not have noticed the late fee added to their bill.Desired Settlement: Inform Time Warner Cable that for purposes of determining whether a payment is late they should use the date the bank pays the bill. Holidays and weekends cannot be added to the bank payment date for purposes of generating late fees.

Request Time Warner Cable refund any late payment fees assessed customers for payments made on 11/26 or 11/27 before the Thansgiving Holiday.

Business

Response:

Wednesday, December 18, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 12/13/2013, regarding the concerns of:

Mr. [redacted]'s monthly billing statement dated 11/02/13 in the amount of $147.49 was due on 11/28/13.

On 12/01/13 an Administrative Late Fee in the amount of $7.92 was automatically added to the

account, due to a payment not being received as of 11/30/13. This information was notated on Mr.

[redacted]'s 12/02/13 monthly billing statement.

Billing statements also note: **Please allow 7-10 days for delivery and payment processing. See reverse

side for more convenient payment options.

Mr. [redacted]'s payment of $147.49 was posted to his account on 12/02/13 and noted as payment made on

11/26/13.

On 12/12/13 Mr. [redacted] contacted our office and spoke to a representative who removed the $7.92

Administrative Late Fee from his account. We apologize for any inconvenience Mr. [redacted] has

experienced.

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

Should you have any additional questions or concerns, please feel free to contact me. I may be reached

Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Review: Hooked up cable TV after 10 years of not having it. My mother is ill, she moved down here to stay with me and she likes to watch British Soccer. I was told my bill would be >150.00, I said absolutely not. I had a flyer that quoted a price of 89.99. They finally agreed to it w/a start up fee. They sent me a box, they never asked me if I had a working cable line, four days later I got the box, and of course it didn't work because I haven't had cable in ten years! Waited another 2-3 days for the service man to come. I was told by the initial person and the serviceman that I would have >80 channels, including the sports channels for my mother's soccer. The serviceman had to run new cable through, he got it going before he left, he was very helpful; he gave me a sheet w/all of the channels, then he left. I couldn't get more than 20 channels that night, so I called Time Warner again and of course got a different story, AGAIN! Now, I was only set up for 20 channels... long story short, she said that she would refer to this to her supervisor, they would comp me a 90.00 fee/month for a year, because that it what I was told, and they would only charge me 15.00$ for the service call because of all the problems. Of course, she couldn't turn on the extra channels from her computer, we had to wait another 24-36hours for it to be turned on. I have a bill in my hand for 229.00. I called and spoke w/Carlos today at 1:25PM. Ultimately he told me my monthly bill would be 114.76, which I'm okay with, but he couldn't do anything about the 229.00 bill for this month. Somehow he explained it all but I still don't understand why the bill was so much, I was expecting a bill about 115.00 w/the startup fee, adding TV etc. I then asked to speak to a supervisor, my name is on the list and I could expect a call w/i 24-48hrs! That does not satisfy me, I told him if he was seeking my satisfaction at all I would receive a call w/i an hour! Obviously, as of 2;25 this afternoon I haven't received a call. Everyone I have talked to has told me a different story, a different amount of money that I would be expected to pay! I did not expect a bill of 229.00$ and maintain that it is WAY out of the realm of expectation! I am not happy with the TV service, I was WAY happier w/Netlix, Amazon Prime, etc. and believe me that it was a lot less aggravation and stress. My mother is dying of cancer and just wants to watch Manchester United, her favorite team, once a week! I am totally frustrated w/Time Warner Cable and tired of being lied to by everyone!Desired Settlement: Pay a bill of 115.00 for this month and every month.

Business

Response:

Good Morning

We reviewed Ms. [redacted] account and she upgraded her services on 3/11/15. Ms. [redacted] upgraded her services after the March 2015 bill generated. This caused pro rates to her account. Promotions have been corrected and her monthly service rate is now $94.47 before taxes. The current amount due on the account is $143.36. This includes pro-rates of $38.90, and install fees. Ms. [redacted] did receive credit for $18.19 on 3/14/15 for ½ of the install fees charged on 3/12/15. She also received credit for time the services were not working. Ms. [redacted] can call into customer at [redacted] with additional questions and concerns.

Review: I cannot access Time Warner Website to delete my mailbox and some of my e-mails got rejected. I cannot access my e-mail from anywhere but home. I talked to them for numerous times for countless hours and they cannot fix it. I keep going thru all of their steps, and again, they cannot fix it & tell me they will have a manager call me withen 24-72 hrs and they called back 10-15 day later and still couldn't fix the problem. This has been going on for about a month.Desired Settlement: I want the problem fixed WITHOUT me having to go thru all of their useless steps and I do not need/want to sit on the phone anymore while they try and fix something these tech service people cannot fix. I want it fixed and I want to be compensated for what I paid for the internet service while it is/was not working.

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience. Today, 7/17/14, at 2:18pm we spoke with Mr. [redacted] regarding his complaint and he mentioned his email accounts has been fixed since the day after he filed this complaint. There were no other issues from Mr. [redacted] and we ended the call. Time Warner Cable considers this complaint closed.

Business

Response:

Thank you for contacting Time Warner Cable, in response to the rejection of Mr. [redacted]'s complaint. Mr. [redacted] was able to use the internet service but had issues pertaining to his email account and the Time Warner Website. Time Warner Cable provides email accounts that are assigned automatically, at no extra cost, to each new Time Warner Cable Internet subscriber at the time the service is activated. Today we have provided a $10.00 courtesy adjustment for issues with resetting Mr. [redacted]'s password preventing access to our website that require the userid and password in order to log on. Time Warner Cable considers this issue closed.

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 was assured by a representative at cable that there advertisement was not false or misleading when they stated that they would not go up on the service or price of my monthly cable bill more than 5% a year from the services that I signed up for. They told me it was not a promotional advertisement price. My cable bill went up from $71.78 to $95.28 a month. When I turned in my faulty cable box, I was again assured that they my service or my bill will not go up. They have misrepresented themselves in order to get my business.Desired Settlement: I want them to stick to their initial promise of not going up on the bill more than 5%.

Business

Response:

February, 8 2015

Review: The company sent me an email after raising my price and printing a bill. I did not receive any notice of a fee increase. This is the second time in a year that they have changed my billing and not explained why. I do not think that a company should be allowed to continue to change fees without actually explaining why they are changing. They are a monopoly and must feel that it is OK to continue to raise rates on customers with no notice or explanation. I would expect a company of this size to honor it's side of the deal and explain CLEARLY what the rates are and why they are changing also I would expect notice of such increases PRIOR to them taking effect. I will not continue to do business with them.Desired Settlement: I would like my rates set back to the pricing that I originally signed up with and the rates that are advertised on your current website. I expect that if I company will advertise pricing on their site that they would honor such pricing for all customers. If there is a 12 mo promotional period, I could accept that if the full pricing PRIOR to any discounts is disclosed. Nowhere on your website do you disclose actual pricing. I want my service for the price that is advertised on your site.

Business

Response:

Review: I scheduled a service appt with TWC on 01/15/14 for 01/16/14 between 11:00-12:00. My wife took the day off to be present. At 11:50am, they called to "confirm" the appt instead of showing up. My phone rang twice and when I picked up, the line was dead. I called back immediately and it when to a automated line that also hung up. I called my wife and she said she also got a call that rang twice and hung up on her when she answered. So, I called TWC again and got a dead signal hold for 10 minutes before I hung up and tried again. When I got to talk to someone, they said they automatically cancel a service call if the phone call isn't answered..I feel they hang up the call when they don't want to make the service call! Later, I called back to complain and they told me I would be charged to have a tech come out. They said they would send one yet on 01/16/14 but couldn't say what time..so, my wife waited all day and night..no one showed up or even called!! I want my issue acknowledged and taken care of!!

[redacted] ###-###-####Desired Settlement: What I would like is, the service that was supposed to be provided and some sort of acknowledgement of TWC being sorry for our incovenience..an email is fine.

Business

Response:

Hello Team,

I reached out to Mr. [redacted] on 1/23/14 and then today 1/29/14. I spoke with Mr. [redacted] and apologized for the inconvenience. I was able to review the account and schedule another appointment for a tech to come out and correct the cable services for him. He agreed to the appointment and for the trouble I credited him for no service from 1/16/14-2/1/14 the day of the new service appointment. I have him my direct number and hours to contact me if he had any other issues with this new appointment. He was happy with this and that his call was returned.

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: Every representative I speak with tells me something totally different from the previous representative. My bill increased and I complained about the price..was told a representative would give a callback that never occured.. Was promised there was a better and cheaper plan for me that was never offered.instead of trying to find a solution.. They are more concerned about getting their money and hoping they get a good review on any surveys.. I'm tired of being lied to over and over by this companyDesired Settlement: A better plan and adjustment to my bill

Business

Response:

Time Warner Cable reviewed Mr. [redacted] account and verified that he was notified on page 4 of the billing statement dated 1/26/16 of ‘New Monthly Prices Effective On Your Next Billing Statement’, which reflected price changes for some TWC cable services and equipment. He was also notified on the billing statement dated 12/26/15 that the current promotion was ending. The promotions generally last for a 12 month period. At the end of the 12 month period customers are subject to the prevailing pricing at that time. Mr. [redacted] is welcome to contact us to discuss current available promotions. We reviewed the account notes and verified that Mr. [redacted] arranged for a callback regarding promotions while chatting online. We made 3 attempts and received no answer at the number given. We also reviewed the call details on Mr. [redacted]’s account and verified the agent explained to him that as a result of his account being interrupted there was not a promotion she could offer. Time Warner Cable apologizes to Mr. [redacted] for any inconvenience this situation may have caused.

Review: We were told we would receive two $50 Visa Reward Cards for 90 days of uninterrupted services. One $50 card for cable services, and one $50 card for internet services. We had the services for 90 days. Nobody will help us with get these cards. I am passed from person to person. When I ask for a supervisor, I am put on hold for over 30 minutes without anyone picking up the line. I am told to call the company that handles the Rewards Cards and my phone says I cannot get through. I have been dealing with this for quite a while and put hours of time into getting my money.Desired Settlement: I want $100 credit to my Time Warner account, or the gift card(s) valued at $100.

Business

Response:

Monday, August 5, 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 7/31/2013, regarding the concerns of:

Thank you for forwarding [redacted]'s concerns to our attention. We have attempted to contact [redacted]

[redacted] on several occasions without success. Time Warner Cable shows that [redacted] was sent two

postcards and was sent an email with the redemption code and instructions on how to register. Time

Warner Cable shows that [redacted] did not register. However that [redacted] used the appeal process

and the Resubmission number she was given is [redacted]. Therefore [redacted] will be receiving one

gift card in the amount of one hundred dollars in six to eight weeks.

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: When I cancelled my cable/internet service and returned the equipment I was told there would be a pro-rated refund and that I would get a final bill in 2 weeks. I got the bill stating a $34.01 credit. I called the company to find out when I would be issued the credit and would it be a check or a credit to my [redacted] card. The customer service rep did not know and could not connect me to anyone who could answer my question. They opened a "ticket" regarding my complaint and said the business office would be contacting me. A few days later, someone from the business office contacted me to tell me that a credit in the amount of $34.01 would be issued back to my credit card in 3-5 days. in 4 days the credit appeared on my [redacted]. However, 2 weeks later I got a bill from the cable company stating that I owe them $34.01. I called customer service to straighten this out and again they could not resolve the situation on the phone and could not connect me to the business office and had to open another "ticket" to resolve my complaint. I have had to make several calls to them due to this situation.Desired Settlement: I would like a phone call at my convenience from someone who can straighten this out. Addditionally, I want company policy to change so that when you call about a billing issue you don't have to wait 24-48hours for the person who can fix the issue to call you back.

Business

Response:

July 13 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received July 03, 2013, regarding the concerns of:

Thank you for providing us with the opportunity to address Ms. [redacted]'s billing concerns regarding her Time Warner cable account at.

Our records indicate that Ms. [redacted] visited our [redacted] on 05/27/2013 to return equipment and disconnect her account. A

stop bill work order for disconnection was entered and the statement that generated on 05/28/2013 reflected a credit balance of $34.01.

When Ms. [redacted] contacted us to ask how she would be receiving that refund, any agent who took her call(s) should have been able to

tell Ms. [redacted] that she should receive her refund in the form of a check within 4 to 6 weeks after her disconnection date by using

information available within our In-house knowledge database.

Because one of the representatives who spoke with Ms. [redacted] entered an overpayment escalation on Ms. [redacted]'s behalf with our

Payment Services Department, they called Ms. [redacted] to let her know that she would receive a credit card refund, however, it appears

that another representative who spoke with Ms. [redacted] entered a second escalation on the same day and as a result, a manual refund

check was processed while the credit card refund was processing.

The duplicate refund having been applied caused the account to go from a $0.00 balance to a balance being due to Time Warner Cable of

$34.01, which printed on the final statement issues 06/26/13.

When Ms. [redacted] contacted us on 07/03/13, the representative opened an escalation and applied a credit to Ms. [redacted]'s account. .

Our Payment Services representatives have canceled the manual check request and adjustments were made to bring Ms. [redacted]'s

account balance to $0.00.

We thank Ms. [redacted] for allowing us to address her concerns. I will be sharing feedback with the leadership teams for the customer care

personnel who worked with Ms [redacted] so that they may provide coaching to keep this type of situation from recurring and we sincerely

apologize for Ms. [redacted]'s frustration and any inconvenience caused. .

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: I cancelled my Time Warner Cable subscription on May 24, 2014. (internet and cable) I cancelled in person at the Oshkosh location. I returned all of the equipment as well. I received a paper bill for a prorated amount that was due which I intended to pay. However, before the bill was due the FULL amount was automatically deducted out of my checking account on June 8th, 2014. I contacted Time Warner Cable on June 9th to inquire about the reason and also requested a refund. I was told that it would take 2-3 business days for the refund to be put back in my account. I called 3 days later when the refund had not been granted - at that time I was told I needed proof from my bank that the amount had been debited and that it would take 3-5 more business days. At this point I went in to the Oshkosh office and was told it would take 5-9 business days and that I would not need proof. Over the next two weeks I spend countless hours on the phone with different representatives and supervisors who all told me a different story. On two separate occasions I was told that the money would be deposited into my account by the end of the next day. It is now July 8th, 2014 and I have yet to receive a refund.Desired Settlement: I simply want my money back that is owed to me. The amount of time I have wasted is ridiculous and I have never gotten the same answer twice. I feel like my hands are tied and I don't know what else to do.

Business

Response:

July 9, 2014

Revdex.com

RE: Customer: [redacted]

Case ID: #[redacted]

Dear Mr. [redacted]:

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

Ms. [redacted]’s refund in the amount of $119.85 was processed on July 8th 2014 and is scheduled to be mailed out on July 16th 2014.

Time Warner Cable apologizes to Ms. [redacted]’s 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

Review: I have my internet service through Earthlink, which, in my city, uses Time Warner Cable's wiring/cables. Although I am technically an Earthlink customer, my bill has to be paid to Time Warner Cable, so Time Warner apparently considers me to be their customer and has "taken the liberty" of flooding me with unwanted advertising via US Mail. On December 26, 2015, I had to contact Time Warner Cable to activate my new modem/router combo that I had received as a Christmas gift. During that phone call, I informed the Time Warner employee that I did not want to receive any advertising from them, and requested that I be immediately removed from their advertising lists. I also informed the employee that I did not want to receive their automated survey phone calls after me contacting them. The female employee assured me that everything would be taken care of and I would not receive any more ads or automated calls. It obviously was never taken care of because almost 4 months later I am still receiving ads with my name on them multiple times per week.Desired Settlement: Other than sending my bills via US Mail, Time Warner Cable is not to contact me in ANY way without my EXPLICIT permission. Me contacting them CANNOT be construed as permission to contact me, ESPECIALLY not with their automated surveys. I also want an apology for this not being taken care of in December when it was supposed to have been done.

Business

Response:

Conciliation Department Revdex.com, Inc. RE: Customer: [redacted] Case ID: #[redacted] Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. At this time, Ms. [redacted] has been addressed to our “Do not Mail List”. In addition, the customer has also been added to the Survey Do Not Call List for a period of 5 years as well. This process can may take up to seven business days to remove from Ms. [redacted]’s. During this time, customer may still receive calls while we are processing the request. Time Warner Cable apologizes to Ms. [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,

It all started with a double payment issued from TWC's billing system. It was an error on their part, in which I disputed to my credit card company and won the dispute. Now they are saying I am late a payment, in which I payed earlier that month. I mean seriously. I call their customer support hotline and get a run around every time, to prolong this, never getting a strait answer. To me this is a deliberate way of nickle and dimeing you. I've been paying way to much for internet anyways from them, I'm definitely a sucker. Just glad this happened. Oh well, TWC is pretty big... to lose one customer doesn't really matter anyways, it will be like a tickle to them.

Review: I paid my bill online and the balance was $126.51 which I paid in full. The account showed a balance of zero. They then added a $7.50 late fee to my account. I asked how this was possible as my account had shown a zero balance? They replied that a new billing cycle had started, which I understand that. Why was the fee added to an account that showed it was paid in full? The gentleman I spoke to kept telling me I paid the bill late & the fee couldn't be added until the new cycle. I don't understand how a fee can be added when the account had zero balance.Desired Settlement: I don't feel I should be charged a late fee. I can't choose when TWC decides to take the payment out of my checking account. The day I paid the bill it said it was accepted and paid in full. I feel the fee should be removed.

Business

Response:

Tuesday March 18, 2014

Revdex.com of Wisconsin

Attention: [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 3/12/14, regarding the concerns of:

Thank you for forwarding [redacted]’s billing concerns to our attention. I have contacted Ms. [redacted] on the following dates and times: 3/12/14 at 2:48pm and left a message, 3/13/14 at 2:13pm and left a message and 3/18/14 and left a message all days with my direct contact number and hours. I haven’t received a callback from Ms. [redacted] to discuss her billing concerns. I was able to review the account and see that last payment of $126.51 was posted to her cable account on 3/6/14. Ms. [redacted]’s due date is the 3rd of each month. If a payment isn’t received on or before the due it is late and a late fee will be applied.

Ms. [redacted]’s bill printed for 2/6/14 – 3/11/14 for $126.51 with a due date of 3/3/14 she made the payment in full but, it didn’t post until after her due date and wouldn’t appear on the bill she received it would carry over to the new bill for the following month which is what was questioned. Anytime changes are made, payments are made after a bill prints all changes, payments will appear on the following statement. We apologize for any inconvenience this has cause Ms. [redacted].

Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday between the hours of 8 AM and 3:00 PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin