Time Warner Cable

Review: Closed account with time warner on 6/9/15. Time warner claims that I have a modem of theirs. Modem was take by a service rep back in oct/dec of 14. Did not get a receipt for him taking modem. I purchased my own modem from Best buy to be used instead of theirs. A search request was started on the 9th, I had to keep calling every 3/4 days with no response about the modem. Last week I called again and they had to restart the search agin with a different request. As of today I was called by a collection group demanding payment for the modem.Desired Settlement: I want this charge removed since repair person took modem with him and did not give receipt of him taking it with him.

Time warner did not did not give a recipt for modem when taken. Repair person said he was going to note account at time of modem being taken.

I wamt this removed from their billing and the collection group that contacted me today.

Business

Response:

July 8, 2015

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: Order internet, t.v. & cable services with Time Warner Cable December 15, 2014. Was told by operator [redacted] that I would receive a $300.00 visa gift card/cash for signing up. Operator told me to be sure to call back before my 90 anniversary to redeem offer. I consequently, called back right before my 90 day anniversary date. Was told that I was given incorrect information. Spoke with supervisor operator no. [redacted]. He promised me he would take care of this with the rewards department. Reviewed account and saw the notes from December 15. He said there would be no problem, he would have the call pulled and escalte to the Rewards Department. He said the Rewards Dept. was not busy as this is not a busy time of the year for them and I will recieve my card no more than 7-10 business day. Supervisor told me I would receive a call from him on Sunday or at the latest Monday. Called the following week and spoke with Supervisor [redacted]. He said, the other supervisor is ultimately responsible for the call and that he would email him and have him follow up with me and there was nothing he could do. I have yet to hear from anyone. Called back on 3/17 and spoke with [redacted] and he blind transfered me to[redacted] without even telling her what the situation was and she was unable to help me . Spoke with [redacted] on 3/21 and she forwarded me to [redacted] a Supervisor. I specifically explained I was calling about my $300.00 gift card mixup. I was on the phone with [redacted] for over 1 hour and [redacted] made it her priority to discuss things in which I did not call about and less about what I called about. She appered to be very upset that I recieved a $144.00 Member Loyalty Credit for a mix u with my billing. This was unrelated to my concern and reason for calling which was my 300.00 Gift Card. She wants to reverse my credit with out authorization from myself or anyone else. She began to question me about my bill and payments. I explained to her I paid my bill on time each month. [redacted] said I did not make some payments. She asked me when did I make certain payments, but had the information right in front of her. I had to logg into my account and show her I had not missed a payment. She then, asked me how much my bill was per month?? Again, I called to discuss my gift card and not my bill; however, [redacted] refused to do her job and focus on why it was I called. She asked me to call back again so that I could see if the issue was resolved. I find that Odd, since the reason for my call was to resolve the gift card issue. She gave me ticket no. [redacted] and escalted the issue and did not know why the other supervisors did not do this.Desired Settlement: I want $300.00 cash or $300.00 Visa gift Card as promised on December 15, 2014.

Business

Response:

March 27, 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 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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

Review: I agreed to pay $25 per month plus taxes/ fees extra in July in order to upgrade my home/ office internet service to include a home phone line.

I was told that I would be able to keep my existing home phone number. I signed a three year contract.

They then increased my monthly bill from $83.04 per month in June to $105 per month in July and going forward.

They sent their service tech to my home and he told me that it would be impossible to keep my existing home phone number. I then told him and

Time Warner to cancel the upgrade and refund my money. I have spent several hours on the phone talking to rude people who told me that there

was nothing they could do and that I was stuck with the price I agreed to even though I was still paying ATT for my home telephone service. They told me

that they no longer offered the service plan that I had in June and couldn't give me anything cheaper than the $105/ month.

Finally, after two months and two hours of telephone time, I talked someone into breaking their rules and put me on a plan that extended my old plan; however,

I had to agree to a three year commitment. Meantime, they have refused to refund me the difference I paid in July, August and September of approximately

$23 x 3 months or $69.

They had sent out advertisements to my home claiming "hastle free home telephone service for just $22 per month" The flyer even said, "keep your existing phone number".

This has taken way too much of my time and has been anything but "hastle free"

I am forced against my will to keep their internet services since they are the only provider thanks to our government. I must have a static broadband IP address for business

purposes and they are the only providers (other than satellite and I can't afford to be down during storms etc)

If there were any alternative to Time warner, I would take it, but I can't. I want to go back to my June plan and get my money back with no three year commitment.Desired Settlement: I want to go back to my plan I had in June, paying $83.04 per month without a three year commitment and refund the approximately $69 in the form of a credit.

Business

Response:

Thursday, October 3,2013

Revdex.com of Wisconsin

Dispute Resolution Center

Attention: [redacted]

RE: File # [redacted]

Dear Ms. [redacted],

This letter is in response to your letter received 9/23/2013, regarding the concerns of:

Mr. [redacted] was contacted by our Business Class Department regarding his concerns with the billing of

his business account, listed as [redacted].

Mr. [redacted] had an upgrade scheduled for 8/2/13 to install phone service to his business account. He

decided to cancel the order when our technician arrived, due to not being able to keep his same phone

number.

Once the coding for his previous internet service was removed from the account it was no longer

available so it was not possible to restore his account to its previous status. His account has been

configured to match the previous pricing as close as possible, however the discounts necessary to match

that pricing require a 3 year contract. The contract was emailed as an attachment to Mr. [redacted].

We apologize for any inconvenience to Mr. [redacted]. As a courtesy, a $200.00 credit adjustment has

been applied to his account. The current account credit balance is $224.90-.

If Mr. [redacted] needs further assistance he should contact the Time Warner Cable Business Class

Department 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.

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: 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.

Review: We are a small business with a PRI line and internet connection. Formerly, [redacted] provided PRI and Internet service on a single account. The PRI phone requires wide band services; our Internet does note. Time Warner solicited us to change providers and stated they would deliver comparable service at the same price with fewer outages, after

Time Warner failed to complete the order properly and to install the phone and internet on the same day. They installed Internet, but kept sending unqualified personell who did not know what a PRI line was to install the phones. The result was that my company had to by BOTH [redacted] and Time Warner at twice the cost until Time Warner could get phone lines in. Individuals claiming to be Time Warner "partners

kept trying to process the phone order incorrectly.

When Time Warner finally did get our phones in, they did three illegal things:

1. For some reason TWC T set up two separate r accounts without authorization and put in two wide band phone lines, instead of one and OVER billed use $362.00 a month. We have spoken with TWC tech support who confirmed that A wide band line is only needed for phones, and Time Warner's technical support has confirmed the second wide band line is not needed and we are being overfilled more than $360 a month. They keep stating they will support us in clearing this up with management, but TWC does not have management that responds to this requests despite 14 attempts to contact the company by our staff. When we complain about the technical inapropriateness of two wide band lines for three employees, TWC threatens to simply disconnect both lines and destroy our business. We want technically appropriate service, correctly billed.

2. TWC improperly extended our contract by six months. They stated they voided and reisused our contract 11 time and we consented. We want the correct dates implmented, and did not agree to an extension.

3. TWC told us we could rely on their technical expertise. However, we have two statements from their tech people stating that our business does not need two wide band lines, and it was improper to extend our contract.

We simply want the one wide band line with phone and internet and to be billed the correct amount of $640, with a credit for the duplicative and unauthorized service, and we want our contract to reference the correct dates.

Additionally, our contract should not have been for 36 months; we requested a one year contract but our sales rep [redacted] falsely told us TWC only offered 3 year contracts. We will have no incentive to change service if the wide band line and service is correctly set up, and we recieve a correct credit and contract.

We would anticipate renewals.Desired Settlement: WE would like to use the Revdex.com mediation services

1. We simply want the correct and technically appropriate configuration of a one wide band line with phone and internet and to be billed the correct amount of $640, with a credit for the duplicate and unauthorized service. We relied on the recommendations of TWC sales and technical staff and this should not have happened.

2. WE want our contract to reference the correct dates, after the 11 confusing modifications supposedly implemented by Time Warner. We had no control over this; we needed service at that point.

We re told our contract is for 36 months and was illegally extended to 42 months without our consent . This is not appropriate; we initally requested a one year contract but our sales rep [redacted] falsely told us TWC only offered 3 year contracts. We will have no incentive to change service if the wide band line and service is correctly set up, and we receive a correct credit and contract reflecting the service comparable to our prior vendor, as requested.

I do not believe 11 voided contracts is the norm., We would like a clean correct contract, and to have the confusing modifications signed under pressure of having business services disconnected voided.

Our sales representative does not respond to our calls and I am requesting management look at our entire situation.

We would anticipate renewals with TWC once our contract is straightened out.

Business

Response:

We are a small business with a PRI line and internet connection. Formerly, [redacted] provided PRI and Internet service on a single account. The PRI phone requires wide band services; our Internet does note.

Time Warner Cable Business Class (TWCBC) billing systems require a separate account for PRI telephone service. The Internet service was installed on a separate account. Both accounts bill-to one invoice. TWCBC has provided one PRI telephone service and one Internet service only.

Time Warner solicited us to change providers and stated they would deliver comparable service at the same price with fewer outages, after Time Warner failed to complete the order properly and to install the phone and internet on the same day.

TWCBC does not guarantee installation dates, they are completed on a 'best effort' basis per the Terms and Conditions addendum of the Master Agreement listed on each signed contract.

They installed Internet, but kept sending unqualified personell who did not know what a PRI line was to install the phones. The result was that my company had to by BOTH [redacted] and Time Warner at twice the cost until Time Warner could get phone lines in.

TWCBC cannot bill our customers for telephone lines not yet ported from the previous carrier, the claim of double billing is false.

Individuals claiming to be Time Warner "partners kept trying to process the phone order incorrectly. When Time Warner finally did get our phones in, they did three illegal things: 1. For some reason TWC T set up two separate r accounts without authorization and put in two wide band phone lines, instead of one and OVER billed use $362.00 a month.

TWCBC has provided one PRI telephone service and one Internet service only. Complainant signed a contract for these specified services at a specified monthly rate.

We have spoken with TWC tech support who confirmed that A wide band line is only needed for phones, and Time Warner's technical support has confirmed the second wide band line is not needed and we are being overfilled more than $360 a month.

This claim is false, Complainant signed a contract for these specified services at a specified monthly rate.

They keep stating they will support us in clearing this up with management, but TWC does not have management that responds to this requests despite 14 attempts to contact the company by our staff. When we complain about the technical inapropriateness of two wide band lines for three employees, TWC threatens to simply disconnect both lines and destroy our business.

This claim is false, services are disconnected for nonpayment only. This customer has been contacted by TWCBC's Customer Advocate Team numerous times and had this situation explained in detail.

We want technically appropriate service, correctly billed.

TWCBC has provided the agreed-upon services at the contracted price.

2. TWC improperly extended our contract by six months. They stated they voided and reisused our contract 11 time and we consented. We want the correct dates implmented, and did not agree to an extension.

Complainant has agreed to and signed three contract renewals to upgrade the services. Service discount pricing is dependant on contract term.

3. TWC told us we could rely on their technical expertise. However, we have two statements from their tech people stating that our business does not need two wide band lines, and it was improper to extend our contract.

This claim is factually false and the complainant has not produced any record to the contrary despite multiple requests.

We simply want the one wide band line with phone and internet and to be billed the correct amount of $640, with a credit for the duplicative and unauthorized service, and we want our contract to reference the correct dates.

TWCBC has provided one PRI telephone service and one Internet service only. Complainant signed a contract for these specified services at a specified monthly rate.

Additionally, our contract should not have been for 36 months; we requested a one year contract but our sales rep [redacted] falsely told us TWC only offered 3 year contracts.

This claim is factually false and the complainant has not produced any record to the contrary despite multiple requests.

We will have no incentive to change service if the wide band line and service is correctly set up, and we recieve a correct credit and contract. We would anticipate renewals.v

TWCBC has provided the contracted services correctly and made additional offers to downgrade the services to reduce the monthly charges while avoiding any Early Termination Fee. Complainant has not responded to those offers.

Review: My husband and I moved back in July 2015 and had to cancel our Time Warner Cable account due to how far away we would be moving. There was equipment that needed to be returned to any Time Warner Cable store. I was told to return 2 items. Apparently there was a third item that was missed. I ended up having to drive back to Milwaukee and return the item in mid August. I was told that I would be issued a refund of $114 for returning the item. Fast forward to September and nothing has been issued to us. We call Time Warner Cable and they apologize and state the refund was never issued and they will now issue it. We also had to change our address with them so they sent it to the right location. Fast forward to early October and we still have not received the refund. We call Time Warner Cable again and they state it will be here in 6-8 weeks. We state that we have waited 8 weeks already. They claim their sorry and they will re-issue it again and we will have it in 10 business days. Again, we had to update our address. Fast forward to November 2, 2015 and no refund check. I call again to Time Warner Cable and am told my address was still not updated and I am promised that I will get my refund check in 2 weeks. It has now been 2 weeks and I still have not received my refund check for $114. I have now waited 3 months for this refund and still do not have it.Desired Settlement: I would like a manager or supervisor to guarantee that I will get my refund check immediately. I'm not waiting any longer on this matter.

Business

Response:

We were unable to locate an account with the information

provided. Once valid account information is presented we will be able to properly

research this complaint.