Time Warner Cable

Review: I am being inundated with email and mailings from this comapony Time Warner. I have had several issues with them and I have made it clear in the past. I do not want emails and I do not want mail solicitations. I get them weekly and I have had enough.Desired Settlement: I want it in writing that my email address and mailing address will be removed form whatever database. I do not want to get any more ads.

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. We have added Ms. [redacted] information to our “do not contact” database with regards to advertisements being mailed out to her home. 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: On Dec 18, 2015 I moved to my current location. A week or so before I called Time Warner Cable about relocation of services. I set an appointment up for 12/18/15, when 12/18 came I heard nothing from TWC and I called. It was then I was told that the apt was for the next day...I let it go and anticipated their arrival on 12/19/15. The services were connected without any issues until 4 hours later when my neighbor came home and told me his services were ultimately disconnected. This is the first time the issues came up with services being disconnected for no reason. Time Warner came back the following day and got the neighbors services restored.

During the first week of Feb 2016, I had a neighbor move into the efficiency apartment below me and when she has TWC come to install her cable, they at first disconnected the front neighbor again and finally told her she did not have the correct address so she would have to call and reschedule the connect. After reconnecting the front neighbor they left.

On Friday 2/5/16 I came home from work to find all my services disconnected. Once again, a technician was there and did the install on the downstairs efficiency and remotely disconnected my services. I called and was not very happy because this is an on going issue. I had no choice but to make another apt for a technician to come out, I was told 9am 2/6/16. 10 am came and went I called TWC again...only to find out the apt was for 1/2pm, I was not happy but could not do anything about it, I was issued a credit (not to amount to anything), the technician arrived and proceeded to tell the neighbor and I that the previous technician just unhooked my connection and gave the connection to the neighbor n the efficiency, I am extremely worried about billing issues I paid my bill but will be putting a stop payment on it until things are resolved . With no disconnect order or anything...So he seemed to restore my services told me the phone number and internet passwords will all be the same. The next morning I tried to get on line and could not, yet again another call to TWC....blah blah blah with the agent back on line. 2 hours later the efficiency tenant knocks at my door asking if I have services, I had TV service, BUT NO INTERNET OR PHONE and SHE HAS NO SERVICES. I called again to TWC customer service.....of course no one there knows what

the other is doing. Tried to explain what was going on AGAIN to a NON ENGLISH speaking agent. She was to escalate this issues as and outage and was to call me back within 45 minutes (all of these calls are recorded and I would like you to listen to them), she did not call back with any news on when a technician would be out. I again called an hour and half later and asked for a Supervisor after arguing for 20 minutes finally got ARRON, a supposed supervisor. She was going to see what he could do...had to call back...offered a 2-3.00 credit...PLEASE! He did call back and said a technician would not be out until Mon 2/8/16 at 4-5 pm. Mind you I missed a full day work Saturday because they did not keep their scheduled apt time so I told them the Downstairs efficiency neighbor will be home and can let them into my apt and they are not leaving until both of our services are set up and working at the same time.

I feel this is the most horrible service ever! The Customer service agents DO NOT CARE AND DO NOT DO AS THEY SAY. The TECHNICIANS are worthless, none of the times they have came out resulted in everyone being up and running. I received a $35 credit...NOT GOOD ENOUGH!!! My neighbors all deserve refundsDesired Settlement: My desired outcome is everyone have the services they pay for all working at once. I do not believe my billing is correct and am worried I have paid for others services, even though none of us has continuous service. I believe my entire Feb billing should be credited for all the errors, inability to use services, time on the phone, missed work, and down right refusal to do a job right despite the many visits to the property.

I am looking into having DISH or DIRECT TV installed IMMEDIATELY!

I feel TWC is shady and does not live up to what standard business practices should be.

Business

Response:

Upon receiving this complaint, Time Warner Cable has investigated the issues that are reported from Ms. [redacted] to confirm the issue of the cross wiring at the location has been corrected. The results of this investigation show, Time Warner Cable re- dropped new cable line to the units because out of the 3 units only 2 cable drops were running for 3 apartments. Each unit have their own cable line to prevent this issue going forward. Time Warner Cable apologizes for the inconvenience this issue has caused. Ms. [redacted]’s account has been adjusted for repeated issues she has reported and was made aware of her total adjustment on 2/13/2016. There will not be any more adjustments made on Ms. [redacted]’s account for this issue. Sincerely, Time Warner Cable

Review: In September of 2014, Time Warner Cable sent me a letter thanking me for being a valued customer and wanted to offer the best deal of the year. The offer indicated that by upgrading to their premium TV services and extreme internet, you would be eligible for a Dell Inspiron 11 3000 Series 2-in-1 tablet. A $450 value. After going on-line and selecting the qualifying package which promised me the tablet, on September 15th 2014, I had TWC install the whole house DVR, two premium channels (HBO and Showtime), a client cable box for two TV's and 50MBPS Internet with an extreme wifi/modem box. The installation cost was $104 on top of the monthly fee which is $178.36. Prior to upgrading to this service my bill was $103.27 which had 20MBPS internet and extended basic cable with a simple cable box. The package indicated that a coupon would be sent to me via email for redemption of the tablet after 3 months in good standing payments to TWC. After 105 days, roughly in January 2015, no coupon arrived via email or home mail. I started calling TWC repeatedly asking the status of my offer. Each time was a full description explained to the agent what the deal was and each time I was told that a representative would call within 7 days. After 2 weeks of attempting to get escalation to call me back, I started documenting my calls to customer retention. Feb 6, Feb 13, and Feb 13 where I was told someone would call in 48 hours. No calls. On Feb 18, I was given a ticket# 20613921 and promised a call back. No call. On Feb 21, I called again and was told to take my offer letter and contract to the local TWC office. On Mar 02, I took in the letter and the representative indicated that I was not qualified for the offer. She claimed that the comma was considered "and" in this sentence: "Dell device offer ends 10/19/14. Subscription to a qualifying package, proof of switch from previous provider or proof of current college student enrollment." She indicated that it was subscription and one of the following.Desired Settlement: According to my attorney, the sentence reads "Subscription to a qualifying package "or" proof of switch from previous provider "or" proof of current college student enrollment." I feel I have satisfied the first part of the requirement and as a result, I would like to be granted the tablet as promised. Time Warner Cable knows that they are the only service in my town of [redacted] and not worried about me going somewhere else.

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]’s complaint. Time Warner Cable did not have a promotional offer for existing customers to qualify for the Dell 2 in 1 Tablet. Eligible customers qualifying for this offer were new customers subscribing to Cable and Ultimate Internet service and Time Warner Cable Signature Home service which include 200 channels, 2 WH DVR’s , Ultimate Internet and Home Phone National with VoiceZone. This information was available on our visit the website www.twc.com. Mr. [redacted] mentioned in his complaint, he was an existing customer upgrading to the premium channels, Whole House DVR and Extreme Internet service. As such, Mr. [redacted] was not eligible to receive the Dell 2 in1 offer. Time Warner Cable apologizes to Mr. Pollard for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely,Time Warner Cable

Consumer

Response:

Review: When I signed up for service in the beginning of February, they were offering a [redacted] rewards card. After a couple of months of never receiving my Redemption Code email, I contacted Time Warner. The redemption code was reissued but it kept telling me the offer had expired. So once getting through to a helpful employee, she spoke to a supervisor and had them push through my request seeing that there had been some error with the redemption code. I was told to expect my [redacted] card after 90 days of service, and an addition 4-6 weeks. Which that time period has passed and I have not received anything. I have contacted Time Warner NUMEROUS times and spent hours total on hold. Each time being told that I wasn't giving them enough time and it would be here "soon". If they are not going to come through with their offers, they shouldn't advertise them.Desired Settlement: I just would like to receive what was offered to me.

Business

Response:

Hi [redacted],

[redacted] Revdex.com concern has been addressed.

Have a great day!

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.

Regards,

Review: Our account is under the name of [redacted]. That is the name of my husband's late wife whose name is still on the account because he didn't change it. I am now his wife, [redacted]. I am writing to 1) write a formal complaint against Time Warner business and billing practices, and 2) receive a credit that was quoted to me during a phone call with a Time Warner employee on Feb. 1.

On approximately Feb 1 I called Time Warner to voice my confusion over my recent bill. TWC had added a bunch of services to our account and repriced our cable subscription without notifying us. This was done after I called and cancelled our local phone and internet. The new bill STILL included Internet and included higher prices for our service which, as I stated, were not told to us. I called and complained about the unauthorized charges and the oversight of them still billing us for local phone and Internet when we had been wih [redacted] since the day I cancelled Time Warner. I spoke with a TWC employee who adjusted our account based on my complaint and said our new amount due is $133.44. I hung up the phone thinking our account would be adjusted to reflect this amount because she assured me it was handled. On Feb 10 I opened our new Time Warner bill and found an account balance of $603.94. Absolutely nothing has been adjusted. I am sick and tired of their lack of attention and their unfair business practices. I want this to be looked into and our account adjusted accordingly down to $133.44 as I was told during my call to them on or around Feb. 1 I also want a full record of the calls I have placed to Time Warner to point out their lack of action and questionable business practices.Desired Settlement: Requesting that our bill be adjusted to $133.44 which is the amount the Time warner employee told me is our new amount due, on Feb 1.

Business

Response:

RE: Customer: [redacted] Case ID: [redacted] We reviewed [redacted]’s request for the bill to be adjusted to $133.44. From our investigation, [redacted] should be receiving a call from Management for them to further discuss adjustments promised. Time Warner Cable apologizes to [redacted] for any inconvenience. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Consumer

Response:

I received one phone call from Time warner. in his call they initially offered to give me $100 credit. I told them to not pull an arbitrary number out of thin air and to instead read my complaint letter to the Revdex.com. he then offered me a $150 credit. when I got noticeably upset he said my matter would be turned over to Management. since then I have not received any communication from Time warner. please have them call me at ###-###-#### which is the contact number I provided them for my account.

Review: The time warner cable rep. Was rude and disrespectful as I tried to work the my billing increase of $40 per month. When asked to speak to a supervisor I was told one was not available. I asked for them to call back with in 10 minutes and they have yet to call back. The cable industry is out of control buy running "promotional" specials and then significantly increasing rates at the end of the promotional time. Though our promotional time ran out they listed on our bill that we were a preferred customer and our rates would stay the same. In all reality our bill was increased by $40 per month. Time warner cable should be ashamed of their customer service department and billing practices.Desired Settlement: Adam in the solutions department should no longer be in a customer service position.

Business

Response:

Time Warner Cable reviewed Mr. [redacted]’s account and verified that he was notified on page 6 of the billing statement dated 2/7/16 of “New Monthly Prices Effective On Your Next Billing Statement’ which reflected price changes for some of TWC cable services and equipment. He was also notified on the billing statement dated 3/9/16 that his current promotion was ending. The promotions last for a 12 month period. At the end of that 12 months customers are subject to the prevailing pricing at that time. Mr. [redacted] is welcome to contact us to discuss current available promotions. We reviewed the call in question and Mr. [redacted]s concerns will be addressed. Time Warner Cable apologizes to Mr. [redacted] for any inconvenience this situation may have caused.

Review: We are paying 50 dollarsa month for what they claim is up to 20 Mbbs in internet speed. We receive 1-3 Mbbs. This has been verified multiple times by Time Warner themselves when I have called them. I have contacted them approximately 5 times since June about this issue. The first time I spent 3 hours on the phone with them, was hung up on 3 times during this process and had to start over again each time, until I finally got to one of there tier 3 representatives. When I spoke to that individual I was told that my "area" had a utilization issue that needed to be fixed. He told me that no one has previously reported this in my area which I found hard to believe. He told me he would create a ticket that would be forwarded up and it would be corrected. I received a 20 dollar discount on that months bill for my 3 hours of hassle and the fact i'm not getting what i'm paying for ever. This was obviously never fixed so I called back again about as month later and told after an hour on the phone that the first guy never sent the ticket to the right people but this tier representative would make sure it got where it needed to go personally. This never was fixed and I called back again, the ticket never made it to where it was supposed to go again. So the 4th time a guy walked my ticket through his supervisor he told me and have me a problem number. Each time I spoke to them they told me this is a utilization issue and there engineers need to take the "card" I am on and split it onto a new card to reduce traffic. The final time I called I was told my ticket was sitting on some ones desk for the past 14 days with no one assigned to it and a supervisor would contact me the next day that never happened. When I called back I spoke to a supervisor who told me he would look into it and call me back that day. That never happened. It has been 5 months of being defrauded by them and it seems they have no plan to fix this.Desired Settlement: I want this issue publicized so others can know what is going on, I want a refund for what I have paid since June and I want this issue corrected Immediately. If this doesn't happen I want to group with others who have been defrauded and possibly initiate a class action law suit against Time Warner.

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 Mr. [redacted]’s account and has found that he did contact TWC in June of 2014 to report that his internet service was offline which appears to have been corrected over the phone. The first report of speed issues made by Mr. [redacted] was on 7/20/14 where a possible utilization issue was identified in the area and this was forwarded to our Technical Operations Group to investigate Time Warner Cable’s equipment. At this time our technical operations group was unable to identify an issue with TWC’s system or equipment that services Mr. [redacted]’s area. The next report of services issues made by Mr. [redacted] prior to his Revdex.com complaint was in September where again the issue was forwarded to our technical operations team to investigate the area for utilization issues and again was not able to locate an issue with the system itself.

Once our office received this complaint we referred Mr. [redacted]’s information and service issue to our technical operations team who made a visit to Mr. [redacted]’s home and found that the modem he was currently using was not able to adjust during high utilization times causing his speeds and service to be hampered significantly. Our technician replaced his modem with a newer model and has confirmed that the issue has been corrected.

Time Warner Cable has confirmed that since July Mr. [redacted] has received a total credit amount of $124.32 which is equal to two (2) months of service. Due to the ongoing issues Mr. [redacted] has endured, as a one-time courtesy, our office was able to apply a promotional campaign to Mr. [redacted]’s account that will enable Mr. [redacted] to enjoy his current Turbo Internet services at a deeply discounted rate of $36.50 after taxes and fees for the next 12 months which is a savings of approximately $180 over the 12-month period.

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:

While I do accept Time Warner's changing out my modem there time line and list of events is not correct. The multiple times I contacted there Tier 3 representatives I was notified that the "card" my area was on was operating between 11am and Midnight at over 90% continuously. It would peak around 98%. When some one finally came to my residence to address this issue I spoke to the "head technician for the Erie area" who advised me that Time Warner had indeed had a severe Utilization problem which they finished upgrading one month prior. but the modem they gave me and I was paying for, was out dated and unable to utilize the upgraded streams. Claiming to care about good customer relations would not include ignoring repeated calls from your customers, never before this weekend, and only after the writing of this letter did any one care about my problem, did any one of importance actually look into this issue which I find disturbing. The letter did not address either supervisor who made assurances to look into my problem and re-contact me those days. Or the fact that my problem ticket sat aimlessly on some ones desk for over 2 weeks with no one assigned to look into it. While I appreciate you correcting the out dated hardware you supplied me with, this does not seem like good customer service and I indeed hope that in the future you do not take 5 months to address problems that severely hamper your customers abilities to use the services they pay for.

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: Wed. 01/22/2014 phone call to Time Warner to upgrade internet speed from 25 mbps to 50 mbps. Was told by customer support operator that this had been done same day. Still having trouble with video download speeds, ran diagnostic for internet speed and was only 22.74 mbps after I was told that the new speeds were active. Charges listed for service change went to $215.04 from the $186.00 I paid last month. Called on 01/24/2014 as download had not changed from 22.70. Talked to 4 different people as they kept handing me off to other reps. Had to explain problem all 4 times. One hour later still no help. Last tech talked too confirmed slower speed but said "Your speed is correct for your package." Funny because I logged in to acct and package reads standard internet and extreme internet, the extreme should be 50 mbps. I am frustrated with being lied to not only about speeds that they had upgraded me to, but also about the package that I have as it is clearly the extreme upgrade. I would like my internet service to be upgraded as promised and I would like a technician to come out and make sure it is what they say as well as confirm that modem and all wireless is working correctly. I am tired of spending too much time getting the run around, not getting speeds I was promised, and being charged for speeds I am not receiving! Please help with this as obviously I am not important enough for them to really look into the problem. I have been a loyal customer for more than two years, and I have always paid my bills early. I expect much better customer service. Thank you so much for your assistance!Desired Settlement: I would like my internet service to be upgraded as promised to the 50 mgps and I would like a technician to come out and make sure it is what they say as well as confirm that modem and all wireless is working correctly. I am tired of spending too much time getting the run around, not getting speeds I was promised, and being charged for speeds I am not receiving!

Business

Response:

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.

TWC

made contact with Ms. [redacted] regarding her internet concern. Per Ms. [redacted] the

issue has been addressed and resolved.

Mr. [redacted] removed the Extreme Internet service and went with our Turbo

service. In addition, her account was

credited $58.37 for the timeframe she did not have the Extreme service.

TWC

will be investigating why this issue was not addressed and resolved in a timely

manner and addressing our findings internally to may sure this does not happen

again.

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: I upgraded my Time Warner Cable account 1/21/14 to the signature package. This was advertised to include internet at around 50mbps, a personal assistance agent incase of any issues I might have, whole house DVR, and a Samsung Galaxy 8.0 tablet, which was the premier tablet at the time.

I received the whole house DVR. I never was shown any existence of a personal agent to go to with complaints. My internet NEVER reached 50mbps, on good days it averages out around 17mbps. And I have been getting the run around about the tablet from day 1. I have several Time Warner Cable Chat transcripts to verify they repeatedly denied that I was supposed to receive it as part of my upgrade, then as always discover that I am supposed to receive it and must have slipped through the cracks. I've been given confirmation codes and receive phone calls about when my tablet would arrive only to be lied to. Nothing ever came.Desired Settlement: I believe I am entitled to everything that I was promised when I signed up. The Tablet A.S.A.P., the increased internet speed, and I believe their failure to provide these for the last 6 months while I have been paying my bill in full and on time entitles me to a discount on their charges retroactively from the point of the new contract.

Business

Response:

August 1, 2014

Review: I ordered services from time Warner cable and I installed myself.over half the channels I was expecting were missing so I went online and spoke with a chat assistant from twc and e planned the situation and that it was2 days into the install and I didn't have the. Channels and she told me she could fix it by offering a different promotion. I specifically ask her if it create issues since my service was installed she said no quoted me a price of $150 ish dollars per month I said no that's cost too much then she proceeded to tell me about a package that was $99.99 and I said OK. This was Jan 7. I got my bill in Feb I was charged 150 ish dollars I called in the customer service rep said do not pay this bill I'm sending this to a different Dept they will contact you within 6 days with the correct t amount to pay. March I get a bill it's still not resolved so I called March 8. Spoke to [redacted] they said they would investigate and call me back before close of business.. March 9 noonish I called them back did not get the returned call was given a lecture about paying the bill transferred several times [redacted]a lead mperson then was informed that they quoted me $150 is dollars the first time so they were right Although I agreed to the 99$ package they could still charge me. I did not agree to the higher package agreed to the 99$ package and I do have an email containing the screen shot of the chat session with [redacted] they still refuse to adjust my bill. I am asking this be resolved and my bill adjusted to the package that I agreed to at $99. Now I am informed they have put a disconnect in on my services when they will not adjust the price to the price I was quoted and agreed to and imwas doing what I was told to do by their repDesired Settlement: I simply want the bill adjusted to the price I was quoted for the package I agreed to. I do have the proof I was quoted $99

Business

Response:

Ms. [redacted] returned our call today. The issue has been resolved by correcting the monthly rate and reviewing the bill.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. After several messages being left to the company I was finally able to me contact. If infact the charges have been reduced I will accept

Regards,

Review: Before this issue; my wife and I were already unhappy with TWC because it takes at least an hour every time we called with a billing question. We got tired of expiring promotions, bundles that seem to cost more later, etc. Maybe we were misled, maybe we didn't understand, whatever; it doesn't matter. We couldn't afford to pay $147 a month for the services so we decided to drop TV and phone. I called the first time and got cut off but did think the termination was initiated because I had given him all the information and received an automated call later for a CS survey. I stayed at home the day I was told and nobody showed up. The tech called the phone number I was having disconnected instead of the cell phone number I gave TWC so he didn't come. So, I called again and after another 40 minute call, got another appointment. Again, I took time off work to meet the technician as I was told. The CS rep said I had to be there so they could change the modem and he would collect the Cable TV box. The tech was to be there between 8 and 9. Around 9:30, I called again. The CS rep said she would contact the tech. He appeared shortly afterwards. Two men pulled into the driveway and took a ladder out to the pole at the street. I waited for them to knock on the door to change the modem and collect the equipment. They finished at the pole and left. I called TWC again and explained what happened. The rep said I could just keep the same modem and she would have the tech come back and pick up the equipment. He never did. So, apparently, I didn't need to be at home when they came. That means TWC caused me to miss time at work for nothing. I still have the equipment. After all that; I get charged $175 for "Equipment Adjustment". I think TWC should waive that fee since my wife and I have wasted at least 5 hours on the phone with TWC this year and I missed work time on 2 different days. Some of the CS people I talked to were very good. They should be working for a better company. TWC as a company doesn't seem to have a coherent customer service system and doesn't seem to care about their customers. Does TWC stand for The Worst Company?

Thanks for listening.

Sincerely, [redacted]Desired Settlement: Waive $175 "Equipment Adjustment" fee. Besides, I'm sure they'll charge me to disconnect the Internet service whenever that happens.

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.

An

empty box is being mailed to Mr. [redacted]’s home at [redacted] so he can return his modem and cable box. Once the equipment is retrieve

then we will process any over payment for refund back to the customer.

Time

Warner Cable apologizes to Mr. [redacted] for any 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....if...TWC pays for shipping the equipment. I guess I'll find out when I receive the box.

Thanks for your help Revdex.com.

Review: when I get time warner cable when I frist moved in this apt building I get it and I did not have any problems with thaem and whan I moved in to a different apt I had some one come out and they did not do anything and left and than some one moved out and my cable was out for four days and thay gave me a $10 doller refund and than I get it back on and charged me for that and than I get the internet and they took four of the chinnles any and gave me why I did not have theam and than they told me they took it away than they whant me to pay $421.28 for there late fees and it was not my fault and than they discannted my stuff and whan I call to get it tooking care of they don't whant to help me.Desired Settlement: my bill to get down and my stuff back on.

Business

Response:

October 29, 2014

RE: [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.

Mr. [redacted]’s account has been reviewed. Mr. [redacted] services were transferred to the [redacted] address was on May 24th 2014. Mr. [redacted]’s first bill reflected an ending balance of $126.35. This balance was for service from May 24th 2014 through June 6th 2014 (total partial month charge $32.64 with tax included) along with his June 7th 2014 through July 6th 2014 billing cycle ($73.72 with tax included), a $19.99 transfer fee.

On 6/16/14 a credit was applied to this account for service issues he experienced and that credit reflected a total of $10.23 taking the customer’s balance to $116.12. On July 8th 2014 the customer’s next billing cycle generated which covered the July 7th 2014 through August. 6th 2014 with an ending balance of $198.08. The $198.08 consisted of the remaining balance of $116.12 along with a $7.95 late fee with tax included, and the customer’s monthly rate $74.01.

On August 2nd 2014 the customer made a payment in the amount of $42.37, there was also a total credit of $73.75 applied to the customer’s account which covered a transfer fee, a late fee, and service adjustment fees. This left the customer with a balance of $81.96.

The customer’s next billing cycle generated on Aug. 8th 2014 with an ending balance reflecting $204.98. This balance included the $81.96 along with$41.04 of Pay Per View movies, a $7.95 late fee, and his current monthly rate covering Aug 7th 2014 through Sept. 6th 2014 in the amount of $74.03.

The customer’s next billing cycle generated on Sept. 8th 2014 with an ending balance reflecting $338.01 covering Sept 7th 2014 through Oct 6th 2014. On August 10th 2014 the customer upgraded his service and added Internet service with WIFI and this bill was prorated (8/10/14-9/6/14) to reflect that upgrade of $39.07. In addition, on this same bill there were installation fees for the upgrade totaling $49.98. It also included a $7.95 late fee, and one Pay Per View movie. This bill also reflected some credit adjustments which are all reflected on this billing statement which is attached.

On Oct 4th 2014 the customer made a $60 payment leaving a balance of $278.01. On Oct. 8th 2014 the customer’s next billing cycle generated with an ending balance reflecting $421.28 this covered the billing period from Oct. 7th 2014 through Nov. 6th 2014. This included the $278.01 remaining balance, a $5 processing payment fee, $7.50 late fee without tax, three pay per view movies totaling $15.53 and the customer’s current monthly rate of $115.24.

On Oct. 13th 2014 the customer services were interrupted for nonpayment and this was communicated to the customer on his monthly billing statements on page 1 of 6. That bill is also attached as well.

The customer’s account has been prorated for unused services from Oct. 13th 2014 through Nov. 6th 2014 making his final balance $325.56.

Since the customer was installed at this address on May he has only made (2) payments, one on Aug. 8th 2014 in the amount of $42.37 and another one on Oct. 4th 2014 in the amount of $60. To have service reconnected the customer would need to have the $325.56, a reconnect fee, and first month of service as well.

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: Had internet service installed on June 16th. This internet has been awful. I have called for repairs several times as the internet only works about 2 hours a day. Every time a technician is supposed to show up, they either cancel or are a no show. On 8/11/14 My mother, [redacted], called Time Warner and spoke to a technician that set up a appointment for Wednesday 8/13/14. The technician was to call prior to coming out. They did not call the phone number that was given to them to call, then they never did show up. My mother, [redacted] called technical support again on 8/13/14, and spoke with a supervisor by the name of [redacted], whom gave her a case confirmation number [redacted] and a go back service call was made, and the technician was suppose to be there by 9 pm. Once again they were a no show.Desired Settlement: I would like all my money refunded, including the installation and rental fees along with all money paid for this service.

Business

Response:

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.

A TWC

technician was out to this customer’s hone on 8/14/14 and he had to replace a

drop due to it having a splice in it at the mid-span, taking care of the

service issues the customer was experiencing.

The customer’s installation fees in the amount of $49.98, has been

credited from her account. In addition, she was also placed into a 12 month

promotion taking her monthly rate from $78.83 to $68.81 which is a $10 saving

for the inconvenience.

Time

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

have caused. The cornerstone of our

philosophy has always been to provide “excellence in customer service” and we

will continue working to provide the high quality of service expected and

deserved to our customers. We have completed our investigation of this matter

and consider it closed.

Sincerely,

Time Warner Cable

Review: I made a payment on the Time Warner Web-site, and on the first try an "Error" message came up, I then switched to another search engine and tried again with the same message popping up telling me my payment could not be processed and to try again later. I tried later and the payment went through, but so did the other two for a total of 3 payments and 510.21. They owe me 340.14 as the bill was only 170.07. I contacted them at the time of the charges and they told me it would be credited back as soon as the payment cleared (Thursday 07/11/13), and it was not back in my bank account that day. When I called again, they said that 340.14 would be credited back by 11:00 am on Friday July 12th. Again, no credit. I called my bank and they stated that I could file a grievance which I will, but they cannot reverse the charges. I called Time Warner again today 07/13/13 and they are giving me a different story which is that I now need to fax verification of charges from my bank before they will refund the money when the full amount of $510.21 is clearly showing to have been paid and processed and accepted for my account on their web-site. Please help in this situation as I may now incur fees from other bills that will not be able to clear my bank account, all due to a faulty web-site, and refusal to credit the money back to me from Time Warner. Thank you so much for you attention to this matter. Best Regards, [redacted]Desired Settlement: Immediate refund of 340.14 that has been stolen from my bank account, plus any fees that may occur due to not resolving this issue in a timely manner.

Business

Response:

Hi [redacted],

[redacted] Revdex.com concern has been addressed.

Have a great day!

Review: I had to change the credit card that was set up for Auto-pay on the account. #months after it was changed they went back to the old card number and the credit card company would not auto-pay the bill. I was notified by e-mail of an overdue payment and when I tried to pay with a good credit card their system would not accept the payment and they disconnected the service. Now they will not reinstate the service. I have start all over again with a security deposit and an installation charge. I have paid the overdue charges with a debit card but they insist that I have to go into their store to actually restart the service. Right now I am in North Carolina a cannot just go over there and restart the service. I might add that I had the service for 25 years and did not miss a payment. I think that they are being very unreasonable.Desired Settlement: Reconnect my cable and internet service without a new installation fee or a security deposit

Business

Response:

Time Warner Cable reviewed Mr.

[redacted] account and verified that the payment restrictions have been

lifted. He can contact our Customer Care

department at [redacted]. The security deposit is

assessed based on a credit check, and TWC has no leeway on whether or not the

customer would be subject to having it added to his account. We would also like to stress that

whenever recurring payments are set up it is the customer’s responsibility to

notify TWC in a timely manner of any changes to their banking information.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: In the beginning of January I call to see how many e-mail I can have on my account because I wanted another e-mail account. I was told from the person that on my plan I was only allow two e-mail account on the plan of the speed that I have on my plan. I went on to ask how much would it cost to upgrade it to a higher speed so I can have more e-mail account on my plan. She told me that they had a deal for $10.00 for 18 meg. but the first month was free. My wife and I agree and said sure we will try it for free for the first month to see if we like the speed of the internet and if we did it was only going to be $10.00 extra a month. So here we are we thought we were getting 18 meg. but my wife kept checking on the speed and it was barely making it to 10 meg. I finally call the cable company and ask why we are not getting the 18 meg. that we were promise for the month. He try something in the office and notice something was not right with the modem so schedule a man to come out the next day to change out the modem. The day that the cable guy was suppose to come out to change out the modem The cable company call and told us that the cable guy was not coming out because they put in a code and reset it to the lowest speed that we had prior to the free month we were suppose to get for the 18 meg. They do not want to give the 18 meg for $10.00 now but told me it was going to be $15.00 instead. You can go back and listen to the recorded conversation of that call and see that everything I said here is correct.Desired Settlement: I think they should give us a discount on our internet for lying to us and not fulfilling the contract that they made with us and give us the 30 days trial that was initially promise to us that we did not get. Apparently the cable company have upgraded there equipment we feel we should be getting newer equipment because we had this equipment since we been customer of Atlantic broad Cable Company.

Review: We received a written notification of a change in our service due to end of promotional price dated 9/5/14 on 9/22/14 effective 9/21/14, which resulted in a significant price increase. I contacted them on 9/27/14 to discuss this increase and the changes I wanted to make to change services that would result in a decrease in monthly cost. After going through a lengthy automated voice service, [redacted] answered and kept saying "I can't hear you...I only heard [redacted]..are you there...on & on...." I finally after shouting into the phone...hung up. I called and talked to [redacted] only to say he would connect me to someone else...after 5+ minutes on hold...get disconnected. I called again to speak to [redacted] (explaining what had already happened) to get transferred & she would stay on line (@7:10PM) get the person who answered again say..."hello...are you there...anyone there?" ...of course no Ann...suddenly no one there who could hear me shouting HELLO. What kind of scam is happening?Desired Settlement: Someone to contact me who could actually resolve this issue.

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.

At this time Ms. [redacted] has been placed into a 12 month promotion taking her monthly rate to $127.04. After the promotion has come to an end the customer’s rate will go back to the standard price.

In addition, we will be reviewing the calls of the agents Ms. [redacted] spoke with and addressing our finding internally.

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.

Time warner cable is rude and money hungry...I had payment set up on account they cut my service off two days earlier..when I call the rep was rude and left me in que for 15 mins..they are the worst and I will never give them my money again

Review: I logged into my time warner account and selected "Upgrade services" I then selected create a package. I chose services that totaled 86.24 the next day I got an email saying it was their first attempt to contact me that I needed to call in. I called in and then they told me I am not eligible for the service I upgraded to that it would be $150... Conveniently as soon as I got off the phone with them my bill went up $20 a month to keep the same service as I told them I was not interested if it was $150. When I contacted them they said it's because my promotion expired. This company is horrible and has a monopoly in my area we have no other choice for internet other then time warner so they treat their customers like crap.Desired Settlement: Give me the service you advertise.

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.Time

Warner Cable has reviewed Mr. [redacted]’ account and found that Mr. [redacted] was

placed in a 12-month promotional rate in November of 2014 and was set to expire

on 12/3/2015. A notification advising of this event was mailed to Mr. [redacted] on

11/11/2015. Our records indicate that Mr. [redacted] spoke with our customer services

department today, 12/4/2015, which was able to work with Mr. [redacted] and found an

agreeable package that better fit Mr. [redacted]’ needs and budget.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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have contacted Timewarner three times today, twice of which was to try and resolve the issue and they only made it worse with the issues presented in my initial post. The third time I called in was to cancel my service thats when I finally got some form of an agreement, I am still paying ($95) above the advertised price ($86) I wanted, however it's much better than $150.00. It should not have taken me calling to cancel my service to get time warner to work with me on getting what they advertised (or close to it). Their slogan of "excellence in customer care" is no where near how they operate the customer service department. In doing business the way that Timewarner is there are probably a large number of people who are largely overpaying for their service that if they ever called to cancel service would get a discount and qualify for a package that they are denied otherwise. THAT is not customer service thats taking advantage of consumers who have no other options.

Regards,

Review: My internet service is intermittent and unreliable. While my speeds themselves are pretty good the quality of service is very poor. My service has a great deal of packed loss and latency. These issues affect the useability of this product greatly. When we try and watch tv via the internet we have constant issues maintaining a useable connection. When we try and play games online they are constantly timing out or are unable to connect alltogether. These issues have been ongoing since Novermber 2014. I have called more than 16 times about this same problem. Tier 3 technicians can clearly see my problem and have documented the results of their testing on numerous occasions including screen shots of their test pages in the notes on my account. The technicians that have been sent to fix my problem have been unable to identify it and also fail to follow up until the problem has been solved.Desired Settlement: I would like for the problem to be solved so that I may once again enjoy my internet that I am paying for. I would also like for my account to be adjusted reasonably to compensate me for my 8 months of intermittent service. As mentioned before I have called in more than 16 times about this same issue, at 30 mins per call thats more than 8 hours of my personal time that I cannot get back. Also multiple service appointments were cancelled without my knowledge leaving me waiting at home for a technician to arrive instead of working my job. I would like my time wasted to be considered when offering me a billing adjustment. I feel they should either refund me for the 8 months of problems or credit my account 8 months worth. Either would be fine.

Business

Response:

We are currently working to resolve and will update as soon as we have a resolution.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Still waiting for issue to be resolved. Please have the manager call me to discuss.

Regards,

Business

Response:

I spoke with Mr. [redacted] yesterday in regards to his issues he has been experiencing his house. He said the problem seems to be taken care of for now, that he had seen any issues since last week. I told him we would come out today to switch his modem as he requested and I gave him my office number in case he had issues in the future. We discussed credit for his issues and came up with 4 months credit. He said that would make him happy. If you need additional information feel free to call me.Thanks**

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,