Time Warner Cable

Review: On May 21st, we returned equipment to the local office and cancelled our service (cable tv, internet & land line telephone). the statement is usually generated around the 23rd of the month.Our next statement (generated on May 22, 2014) properly include a credit for May 21-26.However, internet monthly service was charged for May 27 - June 26.I took that statement to the local office [[redacted]]. I had to explain to the clerk that TWC actually owes me money because I cancelled service prior to the next billing period. The clerk, [redacted], said he took care of it and we should receive a refund within about 4 weeks.I checked my account on-line (like I usually did) on June 27th. I found that Internet service was charged for June 27 - July 26. I spent nearly 30 minutes on the telephone, spoke with [redacted]. The case # [redacted] was given to me, and he said I would receive my refund in 4-6 weeks. I told him that its already been 4 weeks and I did not think it was right to have another 4-6 week waiting period. I demanded that he expedite the refund check.I did receive a refund check.On July 29th I found that I was again charged for another month of internet service, July 27 - Aug 26. I called and spoke to [redacted] & [redacted], who told me that the cancellation had not been done properly. [redacted] had the Supervisor remove the internet service correctly. No case number given, because it wasn't needed.It is Aug 25th and TWC is still charging me a monthly internet service, this period is for Aug 27 - Sep 26. I fear this is adversely affecting my financial situation. It is AWEFUL business practice to continue to charge customers for services that was cancelled.This has gone on way too long and I demand to have this account closed.Desired Settlement: I want TWC to submit a Final Statement showing that my account is Closed.

Business

Response:

Dear Customer,

Review: I was promised a gift card of $150.00 if I switched from Dish to Time Warner cable last year and I have not received the gift card yet. I called again on January 15, 2015 and was told the same thing as before it was going to be referred to a supervisor. I have been paying my bill and still have not received my gift card.Desired Settlement: At this point, I just want cash or a $150.00 credit on my bill; if I had know this I would not have switched carriers. I'm tired of being told the same thing every time I call.

Business

Response:

Good Morning,

Vivian Johnson's Revdex.com has been addressed.

Have a great day!

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: On Feb. 27,2015, I went to TWC located on Mayfair Rd. in Wauwatosa, WI to pay my bill. I was told that the plan I was in expired. I went home and call customer service(cs) to get a better plan. The rep that took the call said she didn't have a plan like the one I was in, so I hung up from her and started calling other satellite/cable companies. On March 10th I called TWC to disconnect my services and I was switched to someone who reviewed my acct. and asked why was I cancelling. I explained to him that I was switching to AT&T because of the plan. He eventually got me plan similar to the one I had. He told me to pay $79.97 for Feb. and that my new monthly plan would be $94.53. I went back to the TWC store the next day and paid that amount. March 27, I went to the store to pay my bill and instead of the $94.53, I was told I had to pay $137.44. I asked why was it so high and the rep told me I had late fees. I explained to him that when I got the new plan the day before the rep said he was going to delete any late fees. Some of the reps in the store will tell you that you have a 10 day grace period, and others will say a 5 day grace period. The manager([redacted]) that day told me that there was a 3 day grace period. To make a long story short, I've been trying for weeks to resolve this matter w/ customer service. One rep told me that I didn't make a payment in Jan. I said my check cleared and gave the check #. Several different reps told me that it was Nov. that didn't get paid. Nov. payment was cleared on Dec. 8. I also made a payment Dec. 31. What the reps are telling me is that because my payment for Nov. was cleared in Dec., I still have to pay again for Nov. even though they received my payment for Dec. on the 31st. Each time I've called to resolve this issue I'm on the phone for hours getting hung up on and switched to different departments.Desired Settlement: Apply my November payment that was cleared on December 8 to the November bill.

Business

Response:

Good Morning

We need more details to find the cusotmer account. We would need the account number, Service address or Service phone number to look into the complaint for the consumer. Please request the information from the consumer.

Thanks

Consumer

Response:

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: Contacted TWC to provide phone (two lines, port old numbers to new service), Turbo internet, TV service with HBO, Whole home HD-DVR service. Cost was to be $79.99 all inclusive. No install charges, no equipment charges just addition tv outlets, modem and wifi charges. Phone where never ported over, charged for install, charges $198.27 for monthly services that include double charges for DVR services to four tv"s, HD DVR service,slow speed internet, two phone lines and two voice mails. and international calling plan on one line. Spent over 2 hours trying to resolve billing issue. TWC stated that they understand my fustration but unwilling to prived service at quoted price. Aslo spent over 6 hours trying to resolve porting issue, complaint filed with FCC, Vonage stated they never received a request to port phones, TWC refuses to do so, state I am in wrong rate center.Desired Settlement: $79.99 includesTurbo internet, Whole home HD DVR service four tvs, HBO, minus cost of two phone lines. No equipment charges only additional fees include additional outlet fees of $4.50, wifi at $4.95 and modem lease at $5.99 This should come to less than the original quote of $79.99

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience. After reviewing the call placed on June 16, 2014, Mr. [redacted] was informed that his numbers were not able to be ported because Time Warner phone numbers are different from Vonage phone numbers due to the rate centers between the two providers. Our Representative offered to escalate the port request to try to force the port of the numbers and Mr. [redacted] was also informed that we may not get to port them. Mr. [redacted] understood and was transferred to the third party verification service line where Mr. [redacted] agreed and accepted the transfer of service.

Review: I have had trouble with my WIFI for several months. Time Warner attempted to fix it and were not successful. I called them back, the router was moved and the service in other parts of the house did not work. I left it until I began getting huge data charges on our cell phones and called them back.. THe techniciena said it was a simple fix and again moved the router. What he did not tell me is that he un-hard-wired my computer. Our main-computer which is used for work and school did not work, and we had no working printer, I called and was eventually directed to buy a booster from Best BUy. It gave us a sporatic, but better than nothing, connection. While the WIFI continued to fail, Time Watrenr sent our another technician. He came very late and said that although he knew the problem, it was too big a job for him to do. I heard him speak with his supervisor and they scheduled another date. He said too many lines were split and I needed seperate lines. I could not schedule another day off work. My son offered to take a day off to handle the manner. The technicians arrived as scheduled, but said

id the job was too big and left within a few minutes. I did not hear back from Time Warner and called them again. This time I was given to a supervisor who said he would alot plenty of time and have it fixed. He did advise me that their may be a charge. I asked him how that would be determined and he stated that it would be at the discretion of the supervisor. I remember this because it seemed rediculous that I had to stay home and in the end may or may not have it fixed. I told him I would not pay since I felt Time Warner was responsible and every person who had attempted to fix it had made it worse. When the next technician arrived at my home he said he was a supervisor and knew where my problems were. He replaced a cable he said was faulty in my basment and re-hardwired my computer. He also repaired wires that one of the previous technician had left laying and unconnected. I showed him where the problem with the connection seemed to be (my son in law figured that out.) He was there several hours. He felt confident that the service would be good, unfortunately it was good in only half out our house. He was disappointed and agreed to come back the following week and switch the box to accomodate the other half of the house. I declined as I felt we had to find another service or solution. In the end, another technican came out and suggested I buy an exspensive router from Best BUY. I did this and it has enhanced the connection. UNfortunately, I was charged over $400 dollars for the technician who did re-hardwire the computer and etc. Time Warner charged me for him putting in 6 lines, sadly, even thouse charges were calculated incorrectly. I genuinely did not know he did this, but after calling him personally he explained that he had done a repair which included replacing these lines and adding a booster (which remember, did not help the problem anyway.) Time Warner distinctly told me it would be the discretion of the supervisor if there was a charge. He siad there should be no-charge. I believed him and Time Warner. I have spent over 2 hours and three calls to Custmer Service asking for a supervisor to call me. They have refused. I also had a non-working cable DVR box. Each technician was supposed to replace it, yet I finailly received it . From the very beginning friends told me to just get a new service. To re-cap I have 6 or more technicans out, each with totally different ideas, and no one really helping........... I was wrongly charged. and charges were also calculated incorrectly. (As if each line were put in on a seperate visit.).................... The DVR box was not left several times...................Customer Service has left messages for a Supervisor to call me back three times and they have not done so.. We had our original lines put in when the company first came here and I have been a loyal cusotmer. The service I have received has been nothing less than shamefulDesired Settlement: THe unlawful charges taken off my bill. A genuine apology for the terrible service I have experienced.

Business

Response:

Ms. [redacted]

We apologize for this inconvenience. After speaking with you we escalated to get answers on why you were charged for the repair and also why this was not done originally. All complaints were addressed but we are unable to get details on what the resolution was with each individual representative. We have credited out all fees that were charged for the repair and customer service adjusted your billing for the time that your DVR was not working. The total credit issued to the account was $503.65. If you have any additional questions or concerns please feel free to contact our office with the number provided.

Thanks

Consumer

Response:

Review: Called TW to cancel service on an account.

They did not disconnect account.

They billed me for more charges.

I called to cancel and they transferred me 3 times and then hung up.

I had to call back again.

I figured that I probably need to pay off the account in order to cancel. So I paid off the account.

I was then transferred again to cancel.

TW appears to be separating the abilities for service reps to do account adjustments and cancellations in order to force customers to stay on service longer because they have to make multiple phone calls or follow up for cancellations.

I think this is a way to force customers or confuse customers to keep their services.Desired Settlement: I would like a credit dated back to January 1st 2015 or a $100 credit or to my other accounts.

I would like to make sure that the account is truly shut off.

Business

Response:

March 16, 2015

Review: Time Warner Cable has raised my rates 33 percent over the past two months. When I called, they stated that they were charging me for a leased modem which I never had! My special rate expired. I didn't know I had? It just seemed that she was making up stuff as she turned the page.I have had internet service with Time Warner Cable for a number of years.In the past I was always notified of an increase and they never been 33 percent. That outrageous!Desired Settlement: none

Business

Response:

March 19, 2015

Review: We had them install internet, cable T.V. and phone service all at the same time .The phone number they gave us to use was never connected. They never completed the original order so I had to keep my land line . I missed out on job interviews because I gave them the number I was suppose to use. I was paying 2 separate bills for my phone .I called 3 or 4 times a month and every time I talked to someone they said Oh I see the problem but it still never got done. I finally got fed up and took the boxes and the equipment back to the store at Southridge and a guy named [redacted] said don't worry I'll take care of it you should not have to pay anything it was our mistake. Then I got sent to collection for the bill that they say I still owe.I made 1 more attempt to call and was on the phone for 3 hours trying to get someone that knew what the hell they were doing and still nothing was resolved.From the original date of installation from Jan 2015 till May 2015 I had nothing but headaches wondering when they were going to get it right. Or would I have to deal with more red tape if I called them.Desired Settlement: I would like them to Clear my bill for all the trouble I had to go through for 5 month's or more of trying get the bill resolved because they never completed the job.

Business

Response:

October 22, 2015Complaint DepartmentRevdex.com of Wisconsin10019 W. Greenfield AveMilwaukee, WI 53214RE: [redacted] Complaint # [redacted]Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter.After reviewing Ms. [redacted] former TWC account and speaking with her, the following has been determined. On 1/14/15 Ms. [redacted] contacted TWC requesting to upgrade her service, adding cable and phone to her existing service of internet. The installation was completed on 1/21/15. During the install TWC assigned Ms. [redacted] a new phone number until we were able to put in the request to port her phone number over from ATT. The request to port the phone number was submitted on 2/2/15. The original request to port the phone number was canceled due to Ms. [redacted] not completing the third party verification, which gives TWC permission to obtain the phone number from a different carrier. On 2/20/15 Ms. [redacted] completed the third party verification and the port request was sent out. However, on 2/24/15 it was determined that, even though her current carrier is AT&T, the phone number was originally provided by Google and the request was rejected. An email is usually sent by Google to the customer explaining why the order was rejected and what steps are necessary for the number to be ported. A link is provided in the email for Ms. [redacted] to complete the necessary steps in order for the number to port properly. Apparently Ms. [redacted] never received the email from Google, so on 3/13/15, she contacted TWC to check the status on the number being ported. At that time the rep made her aware of the email that was sent. Frustrated with the difficulty of having her phone number ported, Ms. [redacted] decided disconnect all of her services with TWC. She returned her equipment to the local cable store on 4/28/15 and at that time her billing with TWC ceased. It should be noted that Ms. [redacted] had active phone service and the only action that needed to take place was a number change, porting the number she had prior to the upgrade.Due to the difficulty of porting and so that Ms. [redacted] would not have to pay for 2 phone services, 1 with TWC and 1 with AT&T, all fees associated with the phone through TWC were waived. Ms. [redacted] monthly fee for the phone totaled $19.40 pretax ($15.67 phone, $1.24 voicemail, & 2.49 private listing). The total credit provided for the phone service (1/21/15-4/27/15) was $97.25 post tax. The remaining balance of $129.93 is valid, as it is for services that were rendered to Ms. [redacted], namely the cable and internet. Ms. [redacted] did express that she does not agree with the resolution and will not be paying the balance because she feels that it should be waived due to her experience. We regret any inconvenience this may have caused Ms. [redacted]. Thank you for the opportunity to respond to this inquiry.Sincerely,[redacted]Customer Escalation SpecialistTime Warner Cable Kansas City

Consumer

Response:

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.

Review: I have been a TWC customer for several years. In February I downgraded my service and cancelled my TV and just kept internet and phone. On March 1, 2014 a TWC representative presented to my door and stated he was there to pick up the cable box since I had cancelled my service. I gave him the box and the remote. Later that month I got my cable bill with a $258.00 charge on it for equipment. I called TWC and asked what this was for and they said it was for the box. I told them I gave that box to the cable employee on March 1, 2014, they told me they had no record of it being turned in. I told them that was not my problem if their employee was dishonest and did not turn it in. they told me they would open a ticket to see if they could find the equipment and let me know. They said they inventory at the end of the month and it may turn up. I never heard from them again and just got my bill still with the $258.00 on it. I called again and was basically told TOO BAD. I have tried to resolve this with them to no avail. I also e-mailed the senior management. I do not have this equipment and obviously their employee is a thief. I turned that equipment over in good faith to a TWC employee in a TWC truck with a TWC uniform on. They asked if I got a receipt, I was never offered one from the man. If the employee came to pick up the equipment there must have been a work order for the employee or how else would he know to pick up the box, but I can't get a straight answer about that either. They must also know who would have been assigned to my neighborhood on that day, but they won't say that either. I have no problem paying what I owe, but I will not pay for equipment that I don't have and that one of their employees is obviously dishonest in turning it in.Desired Settlement: I want the $258.00 removed from my bill.

Business

Response:

Review: we ordered twc internet for our home for $14.99 the advertised price on tv but my first two bills have been over $45.00 each

I called to spick with a reap and was told that just how it is and to deal with it there is always extra fees and tax's.Desired Settlement: honor the price that they advertise on tv and mail flyers I understand that there sale tax's and there people to care about the costumer

Business

Response:

Time Warner Cable has completed the investigation of Ms. [redacted]’ complaint. The account shows a charge of $14.95 for the internet service and there are additional charges for wireless internet and an equipment rental fee for the modem. The total monthly bill is $28.46. The customer was made aware of the billing detail and given options to purchase their own equipment to remove the additional service and equipment charge.Regards,Time Warner Cable

Consumer

Response:

Review: This is the facts to the best of my knowledge and will be posted on my Facebook page and other social media in about a weeks time.

January 2, 2016 my telephone pole on the front of my property was struck by vehicle at 8:15 AM. The pole was severed at ground level. [redacted] the electric company was here at around 8:40am. While waiting for the emergency crews to work [redacted] supervisor called time warner to let them know of incident and the complexity of the work ahead. Time warner came to site aroun 10am. I had spoken to time warner crew asking what they thought and was told that they would be fixing it as soon as [redacted] was done.Time warner sat in the parking lot across street the entire time [redacted] was working. It took them approximately 11 and a half hours to get the electric back up. Then it was time for time warner to get there job done. Time warner got the main fiber optics up and then left. So I called time warner and asked what was going on. They looked it up and said the crew was aware my service wire was down and because they worked to late and were out of time. (Mind you they only worked on the down wire 2 to 2 1/2 hours and sat in their trucks the rest of time). So I said fine they will be there in AM. This was all Sunday. The next day Monday I get a call from daughter that we still didn't have any cable at 1:30ish pm. So I get on the phone with time warner and they said " YOU WILL HEAR FROM A SERVICE TECHNICIAN WITHIN THE NEXT 2 HOURS". So I wait two hours then three and call them again. I explain what I had been told and they say well we don't have anyone to do the work you need for another two days. I said this is not going two work and I was already told 3 times the job was going to get completed. I have no phone, no internet, no TV. Internet is very important when your wife has a store she needs to run both Internet and a physical store. (This was also brought up in conversation with them) So I hung up called again. Same conversation but asked to speak to a supervisor and she would not allow that to happen. I called probably 3 more times trying to get issue resolved. Trying to talk to supervisor ( I think I have a legal right to do so when asked). So they finally come day 3 and do the 10 min job that would have made everyone else's life easier. So besides the neglect of taking care of me the customer they refused my legal right of talking to a supervisor. They are going to get paid by the insurance company for the repair that they were supposed to complete ASAP. So as to avoid legal action with me. So now I'm debating as to who to take legal action against. Oh and time warner reps thought it was resonance to offer to take off our bill the 3 days I went without. It cost us thousands and effected my wife's reputation as to her online store. So today is like day 5 the fix they made is coming back down it is about 5 ft off ground. They didn't replace the line just re attached it. (There was no ladder marks in snow nor foot marks at house end) .Desired Settlement: I would say after 5+ chances to get it right and the amount of stress it put on me, my wife, my two sons and daughter. How about a year of free and enhanced service

Consumer

Response:

My resolution to this problem is that they start treating their customers better and in the more professional manner not passing the buck for not scheduling appointments that were already promised. If I had a choice at this time that was reasonable I would no longer be a customer of theirs. I also would like to be contacted by a supervisor when I'm within my legal rights to talk to them. I really would like to have a official apology

Business

Response:

We reviewed [redacted]’s account of their experience that Mr. [redacted] reported regarding a vehicle that struck a pole, no service, the cable line down on ground, and unable to speak with a Supervisor. We have made an adjustment of $10.64- for the dates there was no service reported of 01/04/16 to 01/05/16. The account shows the cable line on the ground was taken care of on 1/9/16. No further adjustments are warranted. We apologize if Mr. [redacted] was unable to speak with Management prior to now. He may contact Customer Care at ###-###-#### and request to speak with a member of Leadership which would be a Lead, Supervisor, Manager, or even a Director of Customer Care if further assistance is still needed. Time Warner Cable apologizes to [redacted] and [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: My internet was canceled before the date it was supposed to be canceled and Time Warner Cable blamed me.

I am writing to inform the Revdex.com of the lack of customer service I have received from Time Warner Cable over the last year of having their service. This complaint is mostly about my most recent experience on May 25, 2015 where I was disrespected and insulted as a customer of Time Warner Cable. As a result of their lack of professional customer service, I have decided to switch from Time Warner Cable to [redacted]. I told Time Warner Cable on May 12th that I would need my service canceled on June 1st - the day I am getting [redacted] installed in my apartment. I spoke to many customer service representatives, including customer retention representatives, and made it clear that my service was to be canceled on June 1st.

On May 24th, my Internet was canceled while I was out of town. I called on May 25th to fix the problem Time Warner Cable caused as a result of canceling my internet a week early. I was on the phone for an hour and 28 minutes and spoke to five Time Warner Cable employees, including two managers, about the mistake the company had made. Every time I was transfered, I got the feeling like each representative was implying that this was not their problem, they should not be taking care of it, and that my internet access was the least of their concern. Two representatives I spoke with told me there was nothing they could do to reconnect my service for the next week before I get [redacted] and I would just have to be internet-less for a week. It almost seemed like since I was no longer going to be a customer in a week, that they should not have to deal with their mistake and I should just live without internet.

This entire phone call, I was blamed for canceling my service. Not one of the representatives apologized to me for the company's mistake and most of them implied that I was to blame for canceling my service. I made it very clear to numerous people that June 1st was to be my last day of service and when Time Warner Cable screwed up, they refused to take responsibility for their mistake.

In other dealings with Time Warner Cable, I have been hung up on, sworn at, and disrespected on many other levels. I've mentioned that I would like to file formal complaints with their company at numerous points and I am always told that they do not have a hotline for such complaints and I will have to mail a physical letter in. My internet service has stopped working many times in the past year of having Time Warner Cable's internet, and my bill has only been adjusted once. I have paid for internet while it was not even available to me and when I explain that to billing or customer service, they tell me it's too bad and that I basically still have to pay for services that were not available to me.

I have never had to deal with worse customer service and quality of services provided in my entire life. I can only hope that Time Warner Cable begins to invest in training of their employees so that no other customer will have to deal with the horrible service I received ever again.Desired Settlement: Time Warner Cable should pay for my internet service from May 25th-May 31st since I had to spend close to an hour and a half of my time on the phone dealing with Time Warner Cable's mistake.

Business

Response:

Customer: [redacted] Case ID: [redacted] To Whom it May Concern: Ms. [redacted]’s internet was mistakenly disconnected early. We have issued a credit of $10.50 to the account for internet service between the dates of 5/25 – 5/31. We are reviewing the calls mentioned in the complaint. Time Warner Cable apologizes to Ms. [redacted] for the inconvenience this situation caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Consumer

Response:

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: Attempted to put my TV and internet service on seasonal starting Nov. 1st, 2015 through May of 2016. Received confirmation of request. Full billing still being received. When I called they said that I could not receive seasonal services until January 19,2016 because of their rules regarding seasonal services. I told them that I have a printed chat transcript telling me otherwise. they would not honor their previous confirmation of request.Desired Settlement: Start seasonal service November 1st, 2015 commencing on May 1st, 2016. Credit any billing for the months of November, December of 2015, and January 1st-19th of 2016.

Business

Response:

Good afternoonWe reviewed the chat in question. It was found that the customer was misinformed

on the policy for seasonal holds. Time

Warner Cable policy is we are only able to process 1 seasonal suspension per

account a year. We show that the customer received a seasonal suspension from

1/14/15-4/1/15. Ms. [redacted] is not eligible for a seasonal suspension until

1/14/16.We spoke with the customer and apologized for this. We will credit the

account $153.72 which is the difference in price for the 6 months. We explained

that even though there will be a credit balance she will want to pay the $18 a

month quoted for the 6 months. If it is not paid by the 3rd month

she will start to be billed full monthly rates. Ms. [redacted] was given our direct

contact information for any additional concerns.Thanks

Consumer

Response:

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 signed up for Time Warner cable back in October. I initially only want cable and slow internet. However, I was told if I would get the triple play bundle with the high speed internet I could get a free Dell 2 to 1 laptop in 3 months. I also opted for the autopay to come directly out of my account so I did not have to worry about paying Bills. Then when 3 months came I did not receive a laptop nor did I receive any information about it. I call the week of Jan 12. and asked about it. I got transferred around between a few different departments. They told me my account was never eligible for that promotion and that the agent should not of told me that when I was signing up for time warner. They told me they would have to call me back. Well they called me back and I was unable to answer the phone. They left me a brief voice mail saying that I became ineligible for the plan when I missed a payment. However, the only reason a payment was missed was because the agent did not set me up for autopay as she said she would. I assumed it would work since the first payment came out of my account. But the second did not. This is a scam to bait people with to sign up and then force them to miss a payment. And now they do not even have an account set up with me. I called and they don't even have my account but I still have their service. I cannot get a resolution because customer service does not think I exist now.Desired Settlement: The free Dell 2 in 1 laptop.

Business

Response:

February 5, 2015 RE: Customer: [redacted] Case ID: [redacted]Dear [redacted]:Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted]’s complaint.Time Warner Cable has reviewed [redacted]’s account. We found that on September 26th 2014 a call was made to add new service. The call was about 37 minutes long. [redacted] was placed on a promotion that would make him eligible for the Dell 2 in 1 at that time. The agent that placed the order did tell him the requirements in order to stay eligible. Those are listed below. In addition, at the end of the call when the payment for new service was being taken [redacted] did ask if there was any type of discount for recurring payments. The agent explained that Time Warner Cable does not have a discount for that. Also the card that was given for payment expired September 30th, 2014. If that credit card would have been set up for recurring payments it would have not been able to be run for the next month’s payment. It would have come back as an expired card also making [redacted] ineligible for the Dell 2 in 1. · Eligibility Requirements - Must provide proof of switch OR proof of current college student enrollment. · Acceptable proof of enrollment includes current college student ID, recent college class schedule or recent college class registration · SignatureHome and SignatureHome Premium View packages do not require proof of switch· Must maintain service and good standing for a minimum of 90 days post-installation. · Must register on [redacted] within 30-days of installation using a redemption code that will be sent via email and/or postcard. · After registration is complete and the 90-day service / good standing period, the customer will receive an email with redemption details Time Warner Cable apologizes to [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 called about two months ago to reduce my services from the triple play bundle to just home internet. The representative was very helpful, told me she cannot assist with my bill cost until I return my boxes but can keep the same internet speed (extreme) as well as getting starter tv included for $65 per month. She will mail me a digital adapter however it is very important I return the boxes. My phone line would be cancelled. The following morning I went to my local TWC store and returned my boxes. Approx. three days later I logged in online and noticed phone service was still showing up. I contacted TWC and was told it will take a few days however see the notes that it is suppose to be removed. March 28th I logged in and noticed my bill is $115.03. I contacted customer service at TWC and was told she does not see any notes about any of this and requested call times and dates. Advised I do not have those however could possibly pull my cell phone records but was amazed as the rep I spoke to about the phone service not being removed seemed to have seen all of this. She said best she can do is offer me internet, phone and starter tv for $78. Told her I just want what was promised or would like to cancel my service. She said it is easier to investigate if I do not cancel and will forward my information so a supervisor can pull the calls and look into it. I was told I would get a call back 24-48 hours later. Nine days have now passed, I have an amount due on 4-11 that I do not owe, and my last payment made on 3-4 of $90.87 was probably incorrect as well. I am unable to watch starter tv on my tv as they have never sent the digital converter that was promised.Desired Settlement: I would either like the original deal to be fulfilled or reimbursement for any over payments and the current amount owed to be dismissed with my cancellation.

Business

Response:

We spoke to Mr. [redacted] on 4/7. We removed the phone service for the customer per his request, and backdated the to the date it was to be removed. We agreed upon the monthly rate of 65.74 before taxes that was previously quoted to the customer through March of next year. The customer was informed on the total amount due on the account of 71.28. TWC considers this matter closed.

Review: NEVER in my life have I experienced such HORRIBLE customer service. I don't even know how they are still in business. My cable has been turned on for over a week now and I have yet to actually have it working in my apartment. My box was delivered to the wrong building all together because whoever I spoke to initially submitted the wrong address. I figured it out FIVE days after it was delivered. I had to go to the other building and luckily found the box and carried it back to my place myself. There was no follow up or confirmation that my box was delivered to me, because had there been, I would have known sooner it wasn't. I've now been calling for 3 days, multiple times a day, to get the address changed and the cable turned on to the right apartment. I've been transferred here there and everywhere and all that's been accomplished is that they made sure my bills were going to the correct address. Now that the local office is closed for the weekend and I work every day next week, they tell me I have to go there to change the address and to get a technician here to get my cable turned on. Something needs to be done to get this changed. I told them if this isn't resolved by Monday, I will be cancelling my service. I am also requiring they refund my first bill. They have absolutely no regard for anyone's time or money. They simply do NOT care about their customers. You can't even file a complaint with the company, they are sure to keep it hidden.Desired Settlement: I want my money back for the month of August and my cable up and running. This is truly ridiculous.

Business

Response:

Hi [redacted],

[redacted] Revdex.com concern has been addressed.

Have a great day!

Review: time warner cable has been over charging me since january 2014. i've tried to correct this problem several times to no avail. whenever I call, if I can get a human to answer my call they tell me they don't understand why I am calling, to repeat my complaint or they can't hear me. they have been charging me overcharge fees on overcharge fees. now they want an additional 5.50 per month for "broadcast fees and sports programming. I live below the poverty level and they want 204.91.Desired Settlement: I request all overcharge fees removed from this account.

Business

Response:

We finished the investigation of Mr. [redacted]’s account. The account does show a broadcast fee of $2.75 and a sports surcharge fee of $2.75. Due to increasing costs of sports broadcasting, and Primetime television broadcast charges, these fees were added to the new line to illustrate to the customer the reason for the charge instead of increasing the current television packages. Mr. [redacted] has the opportunity to discuss changes to his bill by calling [redacted] and speaking to Customer Solutions, which to date he has not done. No changes can be made without direct customer contact. Multiple attempts have been made to reach Mr. [redacted] and all were unsuccessful. Regards,Time Warner Cable

Consumer

Response:

Review: I have had several issues with my service it took several months to get a represnitive out to my property to over look the damages that were cause by the installation of my cable was told several times someone would come out and fix it because it was not ran properly which caused damage and my tv service is very slow my internet especially I want the damage to my property corrected and my bill to be adjusted my internet didn't work for serval months even after my initial complaint it is very slow and cuts in and out which I was told was due to the poor wiring job that was suppose to be correct yet again several months ago I am truly at a end with this company and am very dissatisfied with the service I've received from its employees.Desired Settlement: to have my bill adjusted accordingly and to have repairs done as promised in a more timely manner

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]’s complaint.A Technical Supervisor from RAB Communications has contacted Ms. [redacted]

regarding her concerns. They will be meeting with Ms. [redacted] to resolve all

issues on Friday December 11th 2015 at 12 noon. 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