Time Warner Cable

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: Took money out of my account without my permission theb when I talked to them they sais I signed up for recurring payments which I never did abd then wouldn't refund money or take care of the problemDesired Settlement: I would like them to be nicer and change the way they have their stuff setup cause I dont think it right what they did to me and don't want it to happen ro someone else

Business

Response:

Hello Team,

I have tried to contact the customer and have been unable to do so. When I call the number it tells me that the customer has a voice mailbox that hasn't been setup and can't leave a message and the calls ends. At this time the customer has been removed from recurring payment on her account and will need to make payments by mail, online or phone each month on her due date. We truly apologize for any inconvenience this may have cause Ms. [redacted]. If there is anything else we can do to assist her in the future please feel free to contact us again.

Thank you,

Review: time warner came on my property, causing damage to my driveway and lawn. I was given no notification from Time Warner. Some of my services are out and time warner does not know how to fix.Desired Settlement: Repair and restore services and compensate for damage done and apology.

Business

Response:

October 28, 2013

Review: I called Time warner cable to solve a matter of a bill for December I saw my bill went up 202.00 told them a worker a month ago waived some fee a month ago I paid 98.41 and told me I don't owe 97.68 this remaining money and today I called them will pay when I get back from Christmas vacation on 28th they took off some channels my husband I do not need did not put on their system saying just owe 98.41 on their system then I called in today the worker REFUSED let me talk to a supervisor and said want so solve it with me then said transfer me to specialist that worker was not professional at the voice tone said sorry my leader busy have to work with you period.. I told the worker I will have to report to B.B.B. because refusing me talk to a supervisor. they failed to tell me I will be charged $6.77 fee on adjustment that need to be waived as wellDesired Settlement: I would like see a fixed bill an honest service since the person refused let me talk to a supervisor and a month ago have lied to me about the 97.68 remaining balance for November and for December a worker won't let me speak to a supervisor and the person's tone was TERRIBLE and they also lied about one time charges $6.77

Business

Response:

Review: I called and cancelled service effective 12/15/2013. I switched providers and went to Direct Tv but left the internet service with Time Warner. I was offered a $100 credit for keeping the internet. Since that time, I have been trying to get my bill pro-rated back to the 15th of December as far as a credit for the remaining 16 days that I did not have cable tv. They refuse to do so and keep giving me a different excuse. I took the boxes after taking time off from work to do so since they have short business hours. I explained to the rep there that my account had not been credited. He said he couldn't pro rate and that I wouldn't get it anyway because the boxes weren't turned in that day. That is not true because I was told I could do that at anytime. So I left there, went home and got on Chat with Time Warner to discuss the billing problem again. I had previously tried this and was disconnected after my initial cancellation of the cable tv when I asked them why they had an appt schedule at my home for Dec 28th. No one ever showed that I am aware of so I don't know why that was listed.

Anyway, I got on chat with a representative and explained my situation on the 16th with [redacted]. She/he went in to tell me that I still owed for the whole month of December and that it was not prorated. Their records also showed that my January bill was still showing cable and internet when it should only be showing internet. I explained to her that it wasn't correct and she told me that if I had paid my bill on time that I wouldn't be contacting them to correct it. She then bounced me to another rep and left the chat before I could respond to her. Rude and unprofessional business practices at that point.

The next person checks into the account, I inform him that I thought [redacted] was rude and and he said he understood, and he left me on Chat hold for about 20 mins. I don't know if he thought I was going to disconnect the Chat if I waited too long or what. Then he comes back and states that I would not receive a prorated credit for the month of Dec because "they call bill me for up to 12 days of non-use after cancellation". They are so full of it. They have made a mistake, they won't correct it and I want my bill adjusted for the 16 days of service in December that I did not have cable tv. I only want the internet for the future.

Please contact them regarding getting my bill prorated for the month of December and I will be happy to pay it. I shouldn't have to jump through hoops, get disconnected, and get rude service from Time Warner when they should be doing what is right to begin with.Desired Settlement: To have my bill adjusted for the month of December to reflect a 16 day credit for the time period that I did not have cable tv service. It should show the internet for the whole month but only cable tv for 16 days. I also want the January billing corrected to only show internet service.

Business

Response:

Monday, January 27, 2014

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 1/27/2014, regarding the concerns of:

Thank you for forwarding [redacted] concerns to our attention. We have attempted to contact [redacted]s to advise that we were able to prorate her cable charges from 12/16 -28/2013, which was a total of $52.98. We apologize for the inconvenience that was caused.

If [redacted]’s 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 4:00 PM at ###-###-####.

Sincerely,

Time Warner Cable - Wisconsin

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

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 been a customer of Time Warner cable for over 25 years, never missed a payment. Today I called Time Warner and talked to Jason, he told me I would be transfered to a customer service mananger after being on hold for 45 minutes. As always, the call was disconnected. I then called back, and everytime I gave my phone number I was disconnected. Then I called a local number and was told to call [redacted]. I called that number and after all of the prompts was disconnected again. That is when I decided to file a complaint. I was calling to try and lower my bill as it had increased, I was not able to talk to anyone in mangement. I would think that TIME WARNER being an phone and internet provider that the disconnection rate would be much lower and customer service much higher.Desired Settlement: I would like someone from TIME WARNER to at the very least have the decency to call me.

Business

Response:

In reviewing the account we find that the actual account holder is [redacted], Ms. [redacted] husband.

Review: My father, [redacted] passed away in 2009. My mother, [redacted] died in April of 1014. She never switched her Time Warner account to remove his name. I inherited her estate and paid her Time Warner Cable bill for $150.80 from a joint [redacted] and [redacted]) checking account. I then canceled the account, and received a refund of $150.80 in my father's name. I am unable to cash the check.

I have contacted Time Warner in person at the Green Bay office and on the phone multiple times. I have supplied death certificates, per their request, received multiple "ticket numbers" and sent a fax. In all I have contacted 6 persons, but I am am still without a refund. I continue to hear it will take 23-5 days, but my last contact was Sept 25 (with [redacted], employee number [redacted]), and I have yet to hear from anyone.Desired Settlement: I would like the money returned to me, or a credit in my Time Warner Cable account.

Business

Response:

We spoke to Mr. [redacted] about the refund check from his father’s account. We have explained to him that we do not have to ability to use his name on the refund check. The name must read the actual account holder or to the estate of account holder. Unless there is a court order stating to change the name on the account. We did apologize to Mr. [redacted] and he has accepted to move forth with getting the refund check that reads to the estate of and his father’s information. Time Warner Cable considers this matter closed.

Regards,

Time Warner Cable

Review: We were given a deal to receive a free laptop after 3 months of service with time warner cables highest internet service. the service was $40.00 more that we were going to spend, when the installer told us that if we take the $70.00 high internet and keep it for 90 days, and keep our bill current, we would receive a Dell Inspiron 11 3000 Series two in one Dell. We have fulfilled our obligation, and Time Warner has not honored the computer. We have spent numerous hours on the phone, they tell us we will have the computer in a few days, and we never receive it.Desired Settlement: We want the Computer we were promised and that we paid for with the higher service. We want it now.

Business

Response:

We attempted to call Ms. [redacted] today to discuss her complaint. The notes on the account state that an exception was added to the account. Ms. [redacted] will now receive the Dell 2 in 1. Please note the exception was added today 12/02/14 and the item should arrive in 4-6 weeks. Time Warner Cable considers this matter closed.

Regards,

Time Warner Cable

Review: Contacted the company numerous times about the issues with billing, this includes contact by phone and in-person to the Mayfair Mall and East Capital locations. I also contacted the service rep that wrote the order and spoke with him 2 times, but he never fixed the issue. Time Warner said they would contact the rep, but never did. My contract states that I will receive a package deal with TV that includes HBO, Cinamax, Showtime, TMC, Starz, Internet @ 50 Mbps, and phone. The price is contracted at $175.00 per month, with $100.00 gift card, and free install. They billed me for the install and had the fees rolling from one month to the next, including late charges-- on something I should not be paying. The installers also had drilled hole into the sliding of my home. I complained to Time Warner Cable about both the pricing for servicing and the drilling, but no response. I did talk to some representatives on 12-3-14 but they hung on phone up on me and did not return the call. One representative acted like she was fixing the issue with the bill, but then got back on the line and said the I needed to pay them $30.00 more dollars in order to get the service for faster speed, when it was already in the contract. Service techs had been to my home on numerous occasions, but there has been a problem with my services. Time Warner Cable also had me paying for the fastest speed, but the service tech today (12-3-14) said the speed was the Extreme speed not the Ultimate the speed I have been paying for.Desired Settlement: I want a one on one with an account professional-- not a service representative to look over the entire account of what I have paid and I want Time Warner Cable to honor the contract for service.

Business

Response:

Ms. [redacted] is currently working with our Direct Sales Leadership for a resolution.

Review: During a period of three weeks, my husband and myself have been trying to contact a manager within the customer solutions department of Time Warner Cable. They have increased our bill by $59.46. We have been disputing this increase. When our bill was due, in February, we paid the bill minus the $59.46 increase. We chose to do this so we would not be late on our bill, since we were unable to speak to a manager of customer solutions prior to the due date. We are still waiting! I would appreciate a phone call from the manager of customer solution, as promised. I would like to resolve this price increase issue, before our next bill is due on March 17th, 2015. I called last Monday February 23, 2015 and was told that [redacted], employee number [redacted], was emailing the manager of customer solutions requesting a call back to my number, [redacted]. This morning I called back and entered his employee number, which is supposedly his extension number as well, I received someone in the state of Ohio! I believe that Time Warner Cable is lying to me. I believe I am being passed from representative to representative with no intention of ever getting a call back from a manager in costumer solutions. I find this to be a dishonest business practice and hope that your organization can help me resolve this issue, by actually speaking with a manager or higher in customer solutions. Between my husband and myself we have spent over 24 hours on hold or talking with one representative after another. Time Warner Cable acts like our time is unimportant. My husband has a professional job and it is very difficult to spend hours on hold. Thank you in advance for help in resolving this issue!,Desired Settlement: I would like to have a manager or higher with customer solutions return my call. I would like the price increase issue to be resolved with my bill increasing by no more than 10.00 a month. I feel this is a fair price for the service we receive. If I chose to cancel my service wait 3 days and call and start service again I would be paying less than I am now. That is crazy! I should be able to have a reasonable bill without jumping though theses additional hoops. I an not requesting that my bill be as low as a new customer, however a $59.46 increase is insane.

Business

Response:

We completed the investigation into Mr. & Mrs. [redacted] account. We added a promotion onto the account, making the monthly bill $124.94 before taxes. That pricing is valid for the next 12 months. Mrs.[redacted] accepted this as a resolution. Time Warner Cable considers this matter closed.

Review: My name is [redacted], I'm tired of TWC overbilling me. It has happened many times,but this is the last straw, I have bank proof that all my payments have been made and they still shut me offDesired Settlement: to clear my billing and to turn my services back on.

Business

Response:

Good morning

Review: I missed a payment in August of 2014 and made arrangements with TWC about making payments of 152.00 til I catch up. Well I honored those agreements and here I am 7 months later and they're saying I still owe money. I have been on the phone with these people constantly each month telling me to make a certain payment and I will be caught up and then when the bill comes I have another outstanding balance. I made a payment of 144.13 last month on 3-2-2015 and I used my checking account number which I use to pay most of my other bills, but TWC claims for the second time I used the wrong account number which I know is not true I double check before I hit submit. Next thing I know I am being charged a return fee of 30.00 saying I used the wrong account so I immediately made another payment same amount making sure once again I used the right account number submitted it and nothing was taken out but when go to my account at TWC it says the payment was applied.Desired Settlement: I want TWC to stop harassing me for non payment when they get paid every month. I want them to honor their promise of when I make my payment like said I will be caught up and they will stop trying to get more money out of me

Business

Response:

April 12, 2015

Review: paid for a service to new a new home being constructed. job was not done and no response from company for months.Desired Settlement: do the job.

Consumer

Response:

We have a paid Invoice and a cashed check for installing new service to our new home from 1/20/2015. Work has not been done and they will not call back when called and questioned about it.

Business

Response:

May 4, 2015

Review: I have called 22 times regarding the service not working and have received 3 service calls in 3 years. Nothing is done other than giving a minimal credit to the account. For as much time and energy I have wasted on this I should have free cable. When you pay for a service you expect it to work and when it doesn't you expect to be compensated not with a I'm sorry. Fix it.Desired Settlement: Bill adjustment, free cable for a short period of time and for there service to work!

Business

Response:

Tell us why here...

Review: Ordered $14.99 internet Nov 2015. Never got a connection to the internet until Feb05, 2016. TWC refunded first month’s charge and had sent me to their store to swap original modem for new. New modem didn't give me a connection either, tried on 2 computers, gave exact same "network cable unplugged" error. TWC added wireless to my account Jan22 to see if that could get me connected and it did but still couldn't get a wired connection. Finally after much troubleshooting on the second modem with under-trained tech reps saying completely contrasting things, one rep ran a test and determined that the modem "never registered the router or PC" and after further research I was instructed to reset the new modem via a pinhole.

Thus computer finally got an internet connection for the first time on Feb05 2016. Refund was requested for all prior internet charges including wireless which was only used 2wks - TWC turned it off Feb05. The rep said they would be crediting my upcoming bill but informed me that as of Feb05 they will start charging $10/month for leasing the new modem –something which they never mentioned when they sent me to get it or I wouldn't have agreed because I never believed there was anything wrong with it in the first place. Modem was simply locked on to a MAC address. TWC just wanted to up-sell me (the first thing they told me to do way back when I first complained was to exchange the modem- rather than do much troubleshooting to see if it was something else) and the second modem gave me the exact same "network cable unplugged" error as the first modem.

It took a dozen tech reps over 2 month period until one finally ran a test and figured out the problem and it wasn't the original modem. TWC now insists, without previous warning on charging an additional $10 monthly fee starting Feb05 to use the new modem. It is an upselling scam and if TWC doesn’t revoke the fee I will cancel their internet service.Desired Settlement: Refund of internet charges prior to Feb 05,2016 and revocation of new modem's $10/month leasing fee from any future bills.

I was told upon signing up for internet Nov 2015 that my internet charge would be $14.99/mo and that is what I agreed to pay. TWC was not charging $10 fee with the original modem.

Business

Response:

We have reviewed Ms. [redacted] account and our findings show the modem rental was increased from $8.00 to $10.00 per month. The notice for the modem rental fee increase was on page 6 of 6 on her statement with the due date January 27, 2016. We do have options for customers to provide a customer owned modem. Information can be found at http://www.timewarnercable.com/en/support/faqs/faqs-internet/modem-info/can-i-pu...⇄ As to the concerns with credit for service issues. We verified that adjustments totaling $17.94 were placed on the active account on 2/5/2016.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 expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Not worth a minute. I've been with TWC for over a year now and spent at least 3 hours on the phone with them every month. Do not under any circumstance subscribe to their service. They won't even send you a bill or give you billing statements they just randomly tack on charges for nothing. I moved and my bill tripled for three months before they got it worked out I'm completely disgusted they won't even let me cancel service now when I call I'm left on hold for hours then hung up on. I don't even know what to do anymore.

Review: As a incentive to switch my previous phone service to Time Warner, I was told I would receive a $100 gift card. Time Warner ported my previous phone number from my"[redacted]" phone service to my new Cablevision phone. My monthly bill for "[redacted]" was automatically deducted from my checking account and I have never received a bill from them. Rather than just give me the gift card I had to wait for a postcard to Register for my Reward Card. When trying to complete the instructions it asks the customer to upload their last bill. As I mentioned I have never recieved a bill. Then they wanted me to scan it and upload it to my computer for submission. I don't have a scanner and I wouldn't know how to upload it if I wanted to. The customer service rep told me to go to a library. REALLY?? Why should I have to jump through all these hoops? They know I had "[redacted]" phone service because they ported my number from them. I believe this is all done to discourage people enough so that they do not claim their Reward Card. VERY UNETHICAL and Slimy.Desired Settlement: Send me my Reward Card as promised. If I do not receive satisfaction I will be dropping all my Cablevision services and switching to Direct TV. I was also given a free year of Showtime which I did pick over HBO because I was told it had more movies. I have found nothing worthy of watching and find what I have seen as disgusting and would like to switch to HBO free for a year. I am very unhappy with Showtime. Thank you for your time.

Business

Response:

Review: I canceled my cable tv and continued my Road Runner internet service on August 1, 2013. They tld me someone would be handling this the very next day. I got hoe form wok and we still had Cable TV. I waited until Monday 8/5 to call and ask why my cable was still connected. The rep told that I shouldn't worry that I wasn't paying for it anyway. I asked her when someone would be out and she said again, you're not paying for it. I told her I wanted the cable tv gone and we hung up.Desired Settlement: I want the cable tv service disconnected from my home. I want to keep the road runner internet service but the tv needs to be disconnected.

Business

Response:

Friday, August 30, 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 8/22/2013, regarding the concerns of:

I spoke to Ms. [redacted] on 8/28/13 regarding her concern that she was still receiving Cable

Television channels after she requested for her services to be disconnected.

I verified with Ms. [redacted] that her Cable Television Service was disconnected on 8/2/13. At that

time, the billing was stopped on her Cable Television Service and she remained with Internet Service

only.

I advised Ms. [redacted] that I would schedule another appointment to have a Technician come out to

her home to double check the outside Cable connection to make sure a trap was in place, due to her

Cable channels still working.

The appointment to check the outside connection is scheduled for 8/30/13 with an all day timeframe.

Ms. [redacted] does not need to be home for the appointment.

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

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

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

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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.