Time Warner Cable

Review: We recently moved across town (Erie) and called Time Warner Cable to transfer our service. We provided them with our new address [redacted] and they said they could provide that service. Had someone come out to install our service in November. They had our neighbors address on the work order([redacted])but installed internet service and told me to update my address via their customer service number. I did so, and was told that I would receive a confirmation e-mail. Internet worked for about a week, and then we got an e-mail saying our home was not in service area and the internet was turned off. My husband and I have called and spoke to over 10 different customer service reps who have all told us different things. Our neighbors have TWC, and had no problem getting it installed. Their house was build the time same time as ours (2014) and they only moved in one month prior to us. Our house is in the middle of the block, and TWC services many of the houses around us. They are the only internet provider in the area. We keep getting told to call the construction office at ###-###-#### , but all we get is a voice mail and never get a call back. We went into the billing center and a customer service rep said he would talk to his supervisor who would then talk to "Brian" at construction and see what they could do. This was last week and we have heard nothing. Nobody has been able to give us a legitimate answer on why our house is not able to be serviced, even though we were on their internet for a week. Everyone just seems to pass the buck.Desired Settlement: We would like someone from TWC to get in touch with us to resolve the problem. We truly believe our house is in the serviceable area, but nobody who is in charge of verifying it will get back to us. Because they are the only internet provider, the only way to get internet service is through them.

Business

Response:

January 15, 2015 RE: Customer: [redacted] Case ID: [redacted]Dear Mr. [redacted]:Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted]’s complaint.Time Warner Cable has reviewed Mr. [redacted]’s account and found that the address is serviceable. The address has been added to our billing system. Mr. [redacted] was contacted and set a date for installation of the internet service. In addition, Time Warner Cable has adjusted the entire first month of internet and any installation charges. The adjustment that was given was $119.97. Time Warner Cable apologizes to Mr. [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

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: Since November of 2014, I have been billed for two internet modems, over billing me for $41.99 a month. I called TWC five times to resolve this issue. Finally, in January of 2016, they stopped over billing. The extra charges were eliminated from my bill, but no refund was made. I called again in March and they apologized and stated that they would send me a check in the mail to refund me. Another month passed and no check arrived. So I called again. This time they informed me that I was never told I would receive a check and stated that they could only credit me for the past two months I was over billed. They informed me that since I paid the bill for so long I therefore "condoned" the extra charges and they could only reimburse me for the past two months; even though I called several times over the course of the year and was given a run around on the issue. I would like to be credited the full amount that I was over charged; which is also the amount that they admitted to over charging me, which would be $500.Desired Settlement: I would like to be written a check for the full amount that they have over charged me.

Business

Response:

Time Warner Cable reviewed Mr. [redacted]’s account and verified that he was offered a rate in 10/2013 that was accepted. An order entry error occurred and a 2nd internet service and modem were added to the account which resulted Mr. [redacted] being overcharged. According to section I under Your Financial Responsibilities of the TWC subscriber agreement, (i) Billing Errors. You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive any right to (in other words, you will not be eligible to receive) a refund or credit. However, as a one-time courtesy we will adjust 12 months of the overcharge in the amount of $599.88. The check refund will be processed through our corporate office. It will take approximately 4-6 weeks. Time Warner Cable apologizes to Mr. [redacted] for any inconvenience this situation may have caused.

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: Taken by phone from customer. Customer experienced service disruption in cable and internet in October for about 2 weeks. He asked for a credit - received $25.00 at the time of reporting problem. Problems continued, was given another $20.00 credit. Still in October he requested a tech be sent to check the cable box and problem. He received a package by mail that had new cable box and attachments. He called CS and said he could not install this and again asked for a tech, which was sent the next day. Tech installed the new box, took the old box with him, but left the other attachments and modem (customer has gotten a new provider for internet and no longer needed the modem). Cable appears to be working ok at this time. Customer cancelled his internet in early November, but is still being charged the same amount as before of $121.51 and was charged for the mailing of the new cable box he received by mail.Desired Settlement: Customer would like the billing to be corrected back to the time of his cancellation of the internet and for the charges for the mailing of the cable box fee to be reversed. Customer has copies of documents or other information that may be needed.

Business

Response:

December 30, 2014[redacted]Revdex.com, Inc.RE: Customer: [redacted] Case ID: #[redacted] Dear Mr. [redacted]: Time Warner Cable has investigated Mr. [redacted]’ complaint and the account in question has been reviewed. On 12/10/14 Mr. [redacted] contacted Time Warner Cable to disconnect his data services, however this order was never completed in error. We have corrected the billing and services by backdating a work order. The internet services are now disconnected and Mr. [redacted]’ new monthly rate for his cable services is $58.13 after taxes. There is a current credit balance on the account of $24.05-. This credit balance also includes an adjustment of $9.99 from an EZ-Connect fee from 10/14. We have also scheduled for a technician to visit Mr. [redacted]’ address to pick up the remaining equipment on 12/31/14 2-3pm. Time Warner Cable apologizes to Mr. [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

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 contacted TWC retention dept. to have my bill lowered, and was given a rate of $132.xx. When I got my bill, it was for $240.01. I called again and was told it would be corrected. It was not. I called a 2nd time and was told there was a "ticket" on it. I called a 3rd time and was told that it would be corrected to $132.xx and it still has not been corrected. I went to online chat tonight and was given a rate of $138.xx. I was told twice it would be $132.xx and that's the rate I expect them to honor. As of now, my online account is still showing $240.01. I just want my bill corrected to the $132.xx rate I was twice quoted, so I can pay my bill.Desired Settlement: I want TWC to honor their rate of $132.xx that I was twice quoted and told that the rate would be good for a year.

Business

Response:

RE: Customer: [redacted]

Case ID: [redacted]

Dear Ms. [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 investigated Ms. [redacted]’s account and has found that she spoke with our customer solutions department in the end of September and agreed to a new rate of $132.67. Unfortunately, there appears to have been an error in the coding of the account which caused the changes to cancel in our billing system. Our office was able to correct the issue and successfully adjusted Ms. [redacted]’s rate to the agreed amount of $132.67 including all taxes and fees and will be this rate for the next 12-month period. Once the 12-month period has concluded Ms. [redacted] will experience a rate increase and will be notified 30-days prior to the increase of her new rate at that time.

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

Consumer

Response:

I see that as of now, my bill is showing the correct amount online (it was not as of this morning). I am very frustrated with TWC and the time I wasted trying to get them to honor the rate they offered to me. I've called around 6 times this past two weeks and each time kept getting transferred and put on hold, spending probably an hour or more each time. As far as I am concerned, the TWC reps need to better be able to handle things such as this. This is by far one of the worst "customer service" experiences I've had with a business that touts "excellence". I just hope that my bill is not messed up again next month. If so, I will file a new complaint. Thank you, Revdex.com, for helping the consumer.

Regards,

Review: I used to live at a different address, and went through a one year ordeal with Time Warner Cable. Found out that at my home address the issue was with NONE of my equipment they provided, but instead they had an issue with an overcongested node. Resulting in TERRIBLE internet service. I worked for an online design firm and still do to this day, where constant speed internet is a REQUIRMENT. The problem I had at my old address was basically a simple thing to explain. The internet was INUSABLE. Now that I have moved I figured all those issues would not follow me. That is not the case. Since moving into my address almost 6 months ago I have not had many issues. But starting last week I began to notice the same problems I was experiencing at my old address. We moved about 2 miles away, and I was hoping I would not be connecting through the same node, but it appears that is not the case. When you go through TWC (Time Warner Cable) customer service / technical support they assume it is something wrong with your equipment and or computer. Which is never the case. At least with what is involved here again. I currently live in an apartment complex so I understand there are up / down times when people are on using the internet, thus resulting in decreased performance. I can deal with decresed performance, but when the internet becomes UNUSABLE I just cannot stand by this. The real problem arises when TWC has a monopoloy in my area with the high speed internet. The only other choice I have is DSL but with speed of ONLY up to 756kbp - 1.5 mbps. Which is awful for the line of work I am in. TWC is THE ONLY choice available to me. Last time this happened it took nearly 6 months to be fixed finally, and probably 50 phone calls. Both to corporate and high tier tech support. SOMETHING needs to be done, and I expect resolution. After over a year and with a large company as this I would expect more. I have also talked with others within not just my building but others. All experiencing the same issue.Desired Settlement: I would like to have a discount on my bill (at least) for the time the issue has been going on, up until its resolution. I would also like to speak with someone from the company who has an actual say within the company. Someone I can built rapport with, and speak to rather then calling into TWC and getting someone NEW EVERY TIME, and have to explain the issue EVER TIME.

Business

Response:

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

A Time Warner Cable Technical Specialist contacted Mr. [redacted] and suggested we swap out the existing Time Warner Cable modem for a newer model, this was completed on 8/29/13.

Mr. [redacted] has already performed a series of speed tests, receiving the correct subscribed speeds and above. We have followed up with Mr. [redacted] on 8/30/13 to insure the services have been fully corrected, Mr. [redacted] confirmed since the modem swap the internet speeds have been stable.

Time Warner Cable apologizes to Mr. [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

Consumer

Response:

I have had to make SEVERAL calls, all lasting 30 minutes plus since I have taken this issue to the Revdex.com. I have had no customer satisfaction IN THE SLIGHTEST. I have had to return my modem, speak with several people now, and the issue has still not been resolved. I have had intermittent internet issues (high ping making internet near unusable) for the last 2 weeks. I have one person by the name of "[redacted]" who am I building rapport with telling me the problem is not with their hardware but my own now. Though I work as an IT specialist and have made no issues with my equipment in the last several weeks. Though it had no issues working before. [redacted] went into further detail as to tell me he does see that there are problems with the internet, but seems to think it is not on their end. But on the other hand I have been speaking with another individual from TWC who is telling me in my area they are seeing alot of intermittent net issues, and even went so far as to tell me our area is in the upper 87% for high traffic on the line. Thus resulting in my slow / near unusable internet, and the problem does not rest with me, but with the company (TWC). Like I stated earlier last time this happened not a mile from where I currently live, there was an OVER CONGESTED NODE, resulting in my slow speed. It took TWC several months to not only address the issue but finally fix it. Now having moved, the same problem is arising yet again, this time at a different location. And it is not just me, there are others within the same building / apartment with the EXACT same issues as I am having.

I will admit, I have been building good rapport with a few people with TWC so far, but it seems like nothing is being resolved. I have yet to get the opportunity to even speak with a manager or upper figure as to what has been done, or will be done. So far the only one being inconvenienced has been me. [redacted] assures me he is SPEAKING with his management, but I dont know. Having not a chance to speak with any myself I can only imagine. Thus this case has NOT been resolved, and I am still very much upset about how this is being handled.

Regards,

Business

Response:

A Time Warner Cable Technical Specialist contacted Mr. [redacted] on 9/5/2013 as a follow up to confirm if the issues he was experiencing continued. Mr. [redacted] advised us that he has not experienced the issues of slow speed or high ping times over the past couple days. Mr. [redacted] was advised that we want to make sure our network engineer can confirm all is working properly as well before fully closing this case. Mr. [redacted] fully understands that we are waiting on this update from our network engineer and we will be following up with him directly. We appreciate Mr. [redacted] patience and the willingness to work together to identify the cause of this situation.

Time Warner Cable apologizes to Mr. [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

Consumer

Response:

As a side note, there has been days where the ping had been extremely high during the evening time. Again to the point of unsuitability, and I have told this to the technician "[redacted]" as he has been the one who has been keeping up the rapport with me. When last we spoke I had told him I have not been on my computer as much in the last few days and have not been able to monitor the internet issues as much as I had used too, but my internet speed has "SEEMED" to have improved. But I never once told him it was "ok". Also when ever he would speak with me, yes the internet would be working just fine, but when he calls it is never during the times which I have stated to be having issues. This is around 5/6/7pm and on. Seems the peak times when the internet should be pinging around 50, it is around 150+ is still not acceptable under any means. Especially when I am spending nearly $80 a month now. I would still like a follow up regarding the matter, as the last time a problem like this occurred it took nearly 6 months for the issue to be addressed and resolved.

Regards,

Business

Response:

A Time Warner Cable Technical Specialist has been in contact with Mr. [redacted] to discuss further some upgrades that were recently made in his area. Mr. [redacted] confirmed that all his services have been working great.

Time Warner Cable apologizes to Mr. [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

Consumer

Response:

I have been in contact with "[redacted]" from TWC and I must say he has been more then accommodating to me through the ordeal. I thank him and TWC for swiftly resolving the situation. I just hope the problem does not repeat itself. Again thank you for everything.

Review: 9-29-15 I called twc and discussed possibly cancelling my account because of bill to high and equipment having several operating issues. I made a firm agreement with what the sales lady offered me and she said my bill would be 2.00 less a month. She upgraded my dvr's to 2 whole house DVR's, 1 for my husband's 2 tv's and I for my 2 tv's this way he can record and watch on his other tv and I could do the same with my 2 tv's, move internet from basement to new office upstairs for FREE and that all of are current channels would stay the same. When the installer showed he said the lady did not know what she was talking about and you can only use one whole house dvr for multiple tvs,the 2nd was the guy said it would be 150.00 minnum to move internet even though she said it was free, 3rd we do not have all the same channels like MAVTV and fox sports, called twc yesterday about channels and Peter told us that the lady we spoke with made a mistake and that we are going to have to pay more for those stations because they where not in the package we got even though she said all channels would stay the same which is the ONLY reason I agreed to the new agreement. My husband and I both left work early for the installer to be at our home, we lost pay and we were lied to so we would not move on to direct tv.Desired Settlement: That Time warner stands by the agreement that was offered to us on 9-29-15 which is 2.00 less per month for 12 months and receive all the channels we had prior to new agreement which was stated in the new agreement, move are internet from basement to new office upstairs free of charge as stated by their sales staff. And last but not least a small discount size the sales lady gave us the wrong information about the whole house dvrs, she said each whole house dvr would work on 2 different tvs and this is not the case and can't be done by their equipment as stated by their installer.

Business

Response:

Time Warner Cable reviewed Ms. [redacted]’s account and verified

that she was quoted a rate of $183.42 with free installation to move the

internet cable modem to another room in her home. However when the

technician arrived he informed Ms. [redacted] that there would be a charge to move

the modem. As a result of being misinformed we scheduled another

appointment to move the cable modem and waived the fee. Also Ms. [redacted]

did not receive the agreed upon price as a result of that we placed her in a

one-time promotional offer of $181.77 per month for 12 months. This is a

non–renewable promotion and at the end of the 12 month period Ms. [redacted] will

be subject to the prevailing price at that time. Time Warner Cable apologizes to Ms. [redacted] for the

inconvenience this situation may have caused.

Review: I have been a loyal Time Warner Cable customer for years but this company does nothing for their current customers. I understand you want to make money and that new members get discounted pricing but it would be nice if you took care of your other customers. Before customers even used to get occasional free movies or free movie channel weekends - but now that only happens every couple of years.It seems I am constantly getting rate increases. When you call to speak with representatives they tell you there is nothing they can do for you but you may downgrade your services. I have even spoke with customer service who stated I would be locked at a specific price for a year but within a couple of months the rate already increased. I am very disappointed with the risings costs of your services and the frequent problems with your HD channels. Unfortunately in my area there are no other cable providers so Time Warner seems to hold this monopoly quite well.Desired Settlement: I would like to have my monthly bill lowered for my current services for the next year.

Business

Response:

RE: Customer: [redacted]

Case ID:

# [redacted]

Dear Ms. [redacted]

Time Warner

Cable (“TWC”) has investigated the subject complaint, and we describe below the

current status of this matter regarding [redacted]

[redacted]’s complaint.

Ms.

[redacted] has taken advantage of several promotions since being installed back

in 2009 at her current address. At this

time, Ms. [redacted] is taking advantage of a promotion making her monthly rate

$107.68 and not the retail rate of $176.21 which is reflected on her monthly

statement on page 2 of 2. However, to

show Ms. [redacted] that we do value her as a TWC customer, I placed her into

another promotion taking her monthly rate to $97.26 for the next 12

months. After the 12 months has come to

an end, the monthly rate will increase in price.

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: Called to make arrangements on Jan. 17th (post dated on my debit card). I was not able to make that date so I called TWC support to change the payment date to the 29th. Representative name was Arianna. She assured me I was "all set" and my payment was schedule for Jan. 29th.

Email notification that my payment was declined on Jan 17th. Called again, representative said it was not schedule and he would open a case to remove a block on my debit card. I received no call or notification that this request was denied. My services were disconnected today Jan. 25 after multiple calls!Desired Settlement: Service restored

Business

Response:

Time Warner Cable reviewed Mr. [redacted]’s account and verified that he set up a future dated payment on 1/7 for 1/16. The agent explained to him that the future dated payment cannot be cancelled or changed. Mr. [redacted] agreed. The payment was rejected. A payment of $143.24 would need to be paid by cash or check. Time Warner Cable apologizes to Mr. [redacted] for the inconvenience this situation may have caused.

Consumer

Response:

Review: Approx. A year ago I Dropped Time warner cables service. I returned all equipment to the millcreek mall location. a couple months later I get a notice equipment was not turned in. Now over the last year I been on the phone with TIME WARNER ABOUT 6 TIMES. every time I have been told it has been taken care of. Now I am getting collection notices from Credit protection association L.P This is really starting to annoy My wife and I I am contemplating a harassment case if it does not get resolved BecauseDesired Settlement: Would like TWC to finally take care of it and insure that this does not show up on my credit ratings.

Business

Response:

March 21, 2014

Review: I called TWC on Feb. 25 and spoke to a Retention Specialist Jasmine in regards to my rate increase for my cable tv, telephone and internet service. After downgrading my cable channels I was given a rate of $125.32 per month (work order #[redacted] for the next year. I discovered that my April bill is now $140.31 which is $14.99 more that I had agreed to on February 25. I called TWC to try and find out why they had increased my bill and they said that I had a promotion drop off in March and said that when I called TWC on March 9 (?) about my cable router that someone had made a change to my account which resulted in the increase.

I did call TWC on March 9 (?) to complain that the router I was given 6 months ago appeared to drop my internet connection at times. After a while the service rep. suggested that I try using the built in modem that is part of my router and see if that helped to improve the situation. As I was not aware that my TWC router had the modem built in I agreed to try unhooking my modem and to use the built in modem included with my TWC router. I thanked the rep. for the information and made NO changes to my account whatsoever.

I am disappointed in how TWC plays the "Shell" game with rates/promotions and then uses "bait and switch" to increase the rates. TWC will not honor the rates that I agreed to on Feb. 25, 2016 (work order #[redacted]) and has since, tried to get me to agree to a higher rate promotion.Desired Settlement: Honor one year rate agreement of February 24, 2016 (work order #[redacted] of $125.32 per month for cable, phone, and 30 meg. internet.

Business

Response:

Good morning We reviewed the account and complaint. The customer spoke with a representative on 2/25/16 and was quoted a price of $125.32. The agent did not explain to Mr. [redacted] that he was in multiple promotions and that one was set to expire. Mr. [redacted]'s campaign for his internet expired on 3/9/16 and his rate increased to $140.31 after taxes. We reached out to Mr. [redacted] and reviewed the account and current available promotions. We were able to get the billing to $124.59 after estimated taxes. We explained how the campaigns work and when they will expire. We also let him know that one of the cable boxes, the broadcast and Sports fees, and modem lease fee were not in the promotion and are subjected to change in the 12 months. Mr. [redacted] understood. We gave him our direct contact information for an additional questions or concerns. Thanks

Review: I am being charged for services I am not using. We moved to another location (August 2013)and visit the home where the services (internet, cable, and phone) were formerly being used maybe twice a month. We still own the home and have only phone services due to our security system. Time Warner sent me a bill for services we do not have. I called and they would not talk with me concerning the bill but referred me to another phone number. I called that number, a person answered and said they could not speak with me either because of the outstanding balance. I asked to speak with a manager, I was placed on hold for approximately 20 seconds and was disconnected.Desired Settlement: Refund my account for services not being used.

Business

Response:

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

Ms. [redacted] called in on September 16th 2013 to disconnect her Cable along with her Internet service at the [redacted] address. However she wanted to keep the phone service actives.

The call was revewed that took place on that day and it was communicated to Ms. [redacted] that her monthly rate would be $54.98 plus tax $55.11 for just the Phone service she was currently subscribing to and it was also communicated to Ms. [redacted], that there would be a onetime charge of $9.95 to have the service downgraded because we needed to roll a truck to trap the service outside and Ms [redacted]l agreed. The date the technician went to the home was September 22nd 2013 between 3-4pm.

Before the request to have service downgraded Ms. [redacted] has a previous balance of $238.51, the customer account was prorated from September 22nd 2013 to October 12th 2013 for Cable and Internet service that was provided to Ms. [redacted] This left the customer with a balance of $205.22 which included the $9.95 truck charge fee for downgrading. When the customer next bill generated on October 14th 2013 it make the balance reflect $267.63. This covered the remaining balance of $205.02, $7.50 late fee, and the customer’s monthly rate for the phone service covering the billing cycle for Oct. 13th 2013 through Nov. 12th 2013 at $55.11.

Ms. [redacted] bill is correct and at this time she has a balance of $267.63.

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.

Review: I am a customer of Time Warner Cable for internet. To save money, I purchased my own modem and router for internet access. The firmware needs updated. I am unable to update the firmware on my own. The company's, where I purchased the modem and router, website states that the internet provider must push for the update. I visited our local Time Warner Cable office and they said that they cannot update a device which is not their own. Shame on them for coercing me into renting their equipment.

Product_Or_Service: Internet Access ServiceDesired Settlement: DesiredSettlementID: Other (requires explanation)

I wish for TWC to update my firmware so that I can receive the appropriate speed and accessibility. I am paying $39.99/month for 15Mpbs speed and connectivity and I am not receiving this because the firmware is not updated and TWC will not update it. This is the only cable internet provider available in my area.

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 representative from our Technical Support group contacted Mr. [redacted] regarding his concerns. Mr. [redacted] made the rep aware that all issues are resolved. Mr. [redacted] now has a TWC modem and the speeds are working as they should. 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

Review: Call to Terminate service thought they terminated it and returned all equipment but was still being billed.

Acct #130131501 Called and terminated service Feb 5, 2015, returned all equipment Dec 26, 2014. Called and terminated that cable before Feb 5 but had to wait for the phone line because I had trouble on their end setting up an appointment with [redacted]. They had an appointment and then they cancelled but never called. After Feb 5, when I kept receiving a bill I called to tell them and to get the service out of my name again I got the run around bouncing from person to person and sale reps saying they would call back and one did but at 1130pm! They have yet to get the service terminated and they threaten to turn off the service that I dont't/can't even use because they have all the equipment.Desired Settlement: I would like them to balance my account to zero since they say that is the only way they can cancel my service and I am not willing to pay for a service that I terminated and returned my equipment so I was unable to use the service that they are billing me for. I have spoken to the company several times.

Business

Response:

Customer: Pat [redacted] Case ID: 10684514 To Whom it May Concern: Time Warner Cable has investigated this matter and we have determined that Ms. [redacted] did request that her account be disconnected as of 2/5/15. We have backdated the disconnect to that date to ensure that no balance remains on her TWC account for services / equipment rental after 2/5. Ms. [redacted] owes a balance of $134.00 for the TWC modem that remains unreturned. Upon returning this piece of equipment, that balance will be removed from the account, or Ms. [redacted] can pay the balance and keep the modem in question. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Review: I have not received my statement for five months. Sometime in December 2014 and the January 2015 statement TWC changed my billing address to an address other than my service address. I have been trying to no avail for five months to get them to correct their error. This change was made without my knowledge, permission, or authorization. My electronic profile is correct but my statements show a different address and thus I have not been receiving them. Their solution was to just go paperless rather than fix it. However they caused the mix up they need to fix it. I suggested they cancel my account and rebuild it but that was too much work.Desired Settlement: Time Warner needs to fix my account so my billing statement comes to my residence.

Business

Response:

We apologize for the inconvenience. We have made changes to Ms. [redacted]’s account to correct this issue. We have also mailed a copy of the most recent statement for her records. We will continue to monitor the account to ensure this issue is resolved with the next billing statement, which will print on 6/1/15. Time Warner Cable considers this matter to be resolved.

Consumer

Response:

Review: On December 17th 2014 I called Time Warner Cable Co. Spoke with "[redacted]" @ ###-###-#### Confirmation Number [redacted] regarding installation of the special that Time Warner was running for Internet, phone and TV service for $109.00. I told "[redacted]" exactly what I needed, which was all my TV"s internet and Phone. He told me he would give me the best deal ever, I was quoted a price of $114.95 a month after I paid the $199 up front. I gave him my bank account number for process and the deal was set up for 12-22-2014 at 6:00Pm. I took a night off work to be home for this,but to make matters worse, this was y kids Christmas Present since we haven't had TV for 2 yrs. I couldnt afford it with all the prices; anyway, I waited till 8:00pm 12-22-2014 before I called and spoke with a "[redacted]" who had no record of the call or me since 2010. I imnmediately start crying because I know I am screwed, but she hooks me up with this "[redacted]" who was rude and didnt even try to help me. When I asked to speak with a supervisor, he put me on hold for 45mins and told me no one was available. He could give me a deal for $150 a month. My bank card is out there and I am out $200 plus a days wages and no one will help me. What am I suppose to tell these kids. Oh MOM got screwed again. PLEASE PLEASE Help meDesired Settlement: Please Just help me get TV and Internet back in my house for a price I can afford. I dont get any assistance. I make 12 an hour and support 4 people on that.

Business

Response:

RE: Customer: [redacted] Case ID: #[redacted] Dear Ms. [redacted], Time Warner Cable has investigated Ms. [redacted]s complaint. Unfortunately, we do not have any record of a pending installation for this address. We have also attempted to pull the phone conversation from 12/17 but the interaction was not found. Our deposit requirements can be anywhere from $50-$100. If a $199 was taken from Ms. [redacted]s bank account, we will be able to research this matter if she can provide us with a bank statement. However, at this time we are not showing any payments made. We have attempted to contact Ms. [redacted] have not been able to reach her. We ask that she contact our Sales department at ###-###-#### if she wishes to establish service with Time Warner Cable. We do offer many great promotions for new customers at this time. 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: Time Warner Cable is billing me for undisclosed amounts. They are billing me for a "partial month charges" even though I have paid for a full month of service every single month. I asked them to transfer my service when I moved and that is when this all started. Service at one location should have stopped the same time it started at the new location, so I don't see why I owe them for a month and a half of service. I also paid "fees" for them to transfer. (Nice to know they want to keep me as a customer.)I called today, and waited on hold for 25 minutes, before reaching a guy who was not able to break down my bill for me. He kept telling me to call the [redacted] number. That is how I reached him! Furthermore, the internet service they do provide is terrible. I pay for "Extreme internet" which means I pay an extra $10 per month to get an internet speed that should be functional - I work from home for an international company, so good service is important. Unfortunately, the connection constantly drops my VPN, interrupts video streaming, and the calls through the phone line are worse than a cell phone in a tunnel - sound cuts in and out, calls are dropped. When I call they always say they don't see an outage and it looks like my service is working fine. Pathetic service and worse customer service. Don't know that this is specific to the Erie location, as these problems happen when I call the national service line. [redacted]. Now they are calling me to collect what they say is past due, even though I have paid every month on time.Desired Settlement: I don't know what to say here. I want them to send honest bills that explain what I owe without any made-up additional charges for service I didn't receive.

Business

Response:

RE: Customer: [redacted]

Case ID: # [redacted]

Dear Ms. [redacted]

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

Ms. [redacted]s accounts were reviewed. Ms. [redacted]’s services were stopped at [redacted] on July 10th 2014 and service was transferred and reconnected at [redacted] on July 10th 2014. Ms. [redacted]s billing cycle is from the 30th to the 29th of each month at both locations.

Before the customer’s services were transferred to her new location, at her old location her bill generated on July 1st 2014 covering the billing period for June 30th 2014 through July 29th 2014 with an ending balance of $75.77. However, the bill was prorated at this location due to the service being stopped on July 10th 2014. At the customer’s old address she was only billed from June 30th 2014 to July 9th 2014 in the amount of $27.34 which was transferred to her new address. This was reflected on the billing statement that generated on July 11th 2014 and mailed out to the customer.

The customer was transferred to her new address on July 10th 2014, once service was installed we being to bill her for service at that address, which covered July 10th 2014 through July 29th 2014 along with billing cycle July 30th 2014 through Aug. 29th 2014.

Ms. [redacted]s has made three payments at her new location on 7/18/14 in the amount of $71.79 which covered her billing period from June 30th 2014 through July 29th 2014. On Aug. 18th 2014 in the mount of $71.79 which covered her billing cycle from July 30th 2014 through Aug. 29th 2014, and on September 18th 2014 covering the billing cycle from August 30th 2014 through Sept. 29th 2014.

Ms. [redacted]s was placed into a 12 month promotion when she was installed back on August 30th 2013 and the promotion has come to an end. At this time Ms. [redacted]s has been placed into a 12 month promotion with the same level of service at monthly rate of $69.47 making the customer’s account reflect a credit amount $7.88.

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 contacted a time warner sales rep through their website using their internet customer service chat. I inquired about having my monthly bill lowered. he said no, only if I down grade my service. time warner in my mains has always been a "bully" when it comes to their rates. I don't understand why I would want a less superior product to begin with. also, when there are specials to intice new cutters with internet rates of $14.99/mo I have a hard time paying $50/mo for the same service. again, where is the loyalty to the customers that have been using their services for almost 9yrs? time warner is a monopoly in this town because I cannot get any other internet service provider. it is just unfair business practices. I would like my rate lowered to $19.99 for 18months all while keeping the same internet speed.Desired Settlement: I would like my monthly bill lowered to 19.99/mo for 18months

Business

Response:

RE: Customer:

Case ID: [redacted]

Dear Ms. [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 investigated Ms. [redacted]’s account and has found that she is currently in a promotion for her Standard Internet Service that is set to expire in December 2014. As a courtesy, we have placed Ms. [redacted] into a new promotional rate that will provide her with her Standard Internet (15 Mbps) at $29.99 for the next 12-months before taxes and fees ($36.34 after taxes and fees). Please note that the internet rate of $14.99 that Ms. [redacted] referred to in her complaint is not a promotional rate but is the Everyday Low Price (ELP) of our internet service that provides customers a speed of 2 Mbps which is significantly slower that her current internet service.

Additionally, we reviewed her service complaints and have found that we have not had a complaint about her Standard Internet service that required a service call with in the past 5 years. If Ms. [redacted] feels that her service is an inferior product due to issues she may be having she is invited to contact our customer service department at her earliest convenience so that we can perform the proper troubleshooting and rectify her service concerns as soon as possible.

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

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: On Monday July21, 2014 I was quoted a price for Turbo Internet and Starter tv for $62.61. After dealing with several CSR's every day this week , and asking them to make sure my monthly bill total would be $62.61, I am now told today it would be over $90.00 This is not acceptable. I have been a customer of Time Warner Cable for over 15 years, never late on my payment and I should not be treated this way. I do not accept being lied to.Desired Settlement: I want what I was quoted. Turbo Internet and Starter TV for $62.61 for a year.

Business

Response:

Contact has been made with [redacted] to discuss her billing concerns.

Upon receipt of the complaint, research found that Ms. [redacted] account has been corrected. I extended my sincere apologies for the issues experienced.

We have completed our investigation of this matter and without further contact from Ms. [redacted]; we consider it to be closed. Please do not hesitate to contact us if you have any questions or require additional information regarding this matter.

Escalation Analyst

Review: Since January 20 2016 I have spoken with no less than 6 different people at Time Warner Cable. Each person I spoke to at this company (Court, Jean, Shawn, Mariah, Cedrick, and Nikki) were all very rude, unprofessional, and unethical in their business practices. After collecting my payment of $150, they then disconnected my service and began making harassing collection calls and sending reps to my home to allegedly disconnect something they already disconnected. I have a payment arrangement already established with the company and they failed to honor their agreement.Desired Settlement: I want the company to 1) honor it agreement to accept my $130 payment, (2) reconnect service immediately, (3) offer the plan I originally signed up for and not the plan that costs twice what I signed up for, and a bill credit for the month of service already lost.

Business

Response:

RE: Customer: [redacted] Case ID: [redacted] Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted]’ complaint. Time Warner Cable has investigated Mr. [redacted]’ complaint and found he was two months past due. On 1/20/16 Mr. [redacted] was advised that TWC had not received a payment of $150.00 that he claims was made and was due 12/3/15. It was explained that TWC would need a transaction history report from his bank so that payment could be researched and to date that information has not been received. Additionally, on that same day it was explained that a payment of $129.27 was needed before services could be reconnected, which was due on 1/3/16 and Mr. [redacted] stated that he would be making that payment on 1/21/16. That payment was not made and on 2/2/16 Mr. [redacted]’ services were completely disconnected for nonpayment. If Mr. [redacted] would like to reconnect his services all balances will need to be paid, any installation charges associated with being reconnected and reconnection fee would need to be paid. Time Warner Cable apologizes to Mr. [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

Consumer

Response:

Review: I got home from work tonite to my cable not on. I tried to contact time warner and was in hkpd for 36 min. No one ever answered. For a business that says they have 24 hr customer service. My boyfriend said he paid the bill. But it was like the voxes were updating. Not like the cable was shut off. I would have paid if it wasnt but no one would answer to talk to me. To explain what was going on. This is not by any means the first problem ive had with time warner. If I wasnt so attached to my dvr boxes that are set up id leave in a second. Cuz they never do anything for me but take my money. Dont offer 24 hr s service and not back it up.Desired Settlement: Just sick of time warner raising ther bill all the time. If they took care of there customers it would be different. But they just want there money and dont care about the service.

Business

Response:

RE: Customer: [redacted] Case ID: [redacted] Time Warner Cable has reviewed Ms. [redacted]’s concerns regarding the cable service going out on 6/4/15, and being unable to reach a Time Warner Cable Customer Service agent for assistance. After researching this complaint, it appears that there may have been a pocket outage the day/night of 6/4/15. We made multiple unsuccessful call attempts to address these concerns on 6/5/15, 6/8/15, and 6/9/15, providing contact information to use. A no contact letter has been mailed. Time Warner Cable apologizes to Ms. [redacted] for any inconvenience. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable