Time Warner Cable

Review: I have been trying to resolve some technical issues for the past month with no resolution. Every time I contact the company they work on our cable with no satisfaction. It is getting very tiresome repeating the same problems over and over again. They were supposed to send technical support out Saturday December 6th which they never showed up for. When I called them they informed me I was mistaken which I was not. I stayed home all day for nothing,so I'm currently without part of my service again. There solution is a forty dollar credit which is not adequate for the inconvenience we have had to indoor.Desired Settlement: We want adequately compensated for our inconvenience.

Business

Response:

December 10, 2014[redacted]Revdex.com, Inc.RE: Customer: [redacted] Case ID: #[redacted] Dear Ms. [redacted] Time Warner Cable has investigated Ms. [redacted]s complaint and the account has been reviewed. A service call was completed on 12/9/14 to correct the cable service issues. On 11/7/14 a $60.00 service adjustment was applied to the account for the issues Ms. [redacted] had been experiencing. We have applied an additional credit of $11.62 to total one month of cable service credits. (This is a total credit of $71.12). Additionally, for the inconvenience Ms. [redacted] has experienced, we have added several promotions to the account which discounts the monthly equipment and DVR service fees. Mr. [redacted]’s monthly bill has lowered from $142.45 before taxes/$152.49 after taxes down to $118.21 before taxes/$126.26 after taxes. A new bill produced today for the amount of $115.54, however since the adjustments were applied after this bill had generated, please note that it does not reflect the actual balance. The current balance is $89.32 and the changes will be seen on the next bill. Time Warner Cable apologizes to Mrs. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,Time Warner Cable

Review: I called Time Warner on Monday, August 8th regarding my bill going up $22 in one month and the fact that my service is getting worse. Some of my channels keep losing reception. My 2 remotes don't work and both of my boxes have issues. The first person I spoke to said she could not do anything about the bill but suggested that I return the 2 boxes and the remotes to Time Warner for replacements. She rebooted my box to see if it would fix the reception problem. She said if it continues, to call back. She said I needed to speak with customer solutions on the billing issue. She was going to connect me but the call did not go thru. Later that night, we were watching the history channel and the reception kept going in and out. I called back and the gentleman said he could reboot the box, and after waiting for reboot, the channel was doing the same thing. He said he would report this and it should be fixed in a couple days. This channel is still not working. Regarding the billing issues, he said that I needed to call customer solutions at ###-###-#### but they were only open from 8am to 9pm and I would need to call back. I called back the next day and talked to a Jessica. I explained everything to her, mysteriously, our call was disconnected. I thought she would call back since they verify my telephone number on every call, but she didn't. I waited awhile and called back. I explained everything again and was put on hold, and then the call was dropped. I called the next day, Wednesday, August 10th. Re-explained everything again, and mysteriously, the call was lost again. Still have not received a call back. I feel that, being a good customer, I should not be treated this way. They had had my number and know call was lost. I believe they just didn't want to deal with me. I was not an irate customer and I spoke to each employee with respect. They were friendly enough but did not want to resolve my issues. My bill is due today and I will have to pay it because I never pay late.Desired Settlement: I want to talk to someone who can tell me why my bill has been escalating every month with special regards to the last month when it went up $22. My service is not good but my bill keeps raising. I do not want to pay this high of a cable bill and if this is my only solution, I will have to cancel Time Warner completely.I want my serviced fixed also. I live less than a mile from Time Warner and I should have excellent reception.

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 reviewed Ms. [redacted]’s account and has found that she first notified us of her remote and reception issues on one of her channels on 8/4/14 and at time we referred her issue to our engineering department for investigation and issued her account a credit for the inconvenience. Time Warner Cable has referred her service complaint to our technical operations management team and they have attempted on multiple to contact Ms. [redacted] to resolve her service issues. Unfortunately, after several messages and a visit to her home our technical Supervisor was unable to make contact with Ms. [redacted] to resolve her issue. We invited Ms. [redacted] to contact our customer care department to set up a service call if she is continuing to have issues with her service and we would be happy to resolve her issue for her.

Additionally, we have found that Ms. [redacted]’s account had a 12-month promotion that was applied to her account in 7/2013 and on 7/16/14 this promotion stepped up to her new discounted pricing and notification was sent to her on 7/20/14 informing her of her new pricing . As a courtesy, we have applied a new 12-month promotional rate to her account. Ms. [redacted]’s new month rate is $67.77 after taxes and fees and will be in effect for a 12-month period. Once the 12-months have expired Ms. [redacted] will again experience a step- up price and her monthly rate will increase 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:

Review: In February of 2013 I was told, when canceling my tv service, that I could upgrade my internet to "Turbo" speeds for an extra $10/month which was a $10 discount over the normal price. I instead was signed up for a turbo that had nothing to do with anything being faster, which is a misrepresentation in itself, and instead signed up for larger email box space and more email accounts.Desired Settlement: I would like to be refunded for the fraudulent sales scheme for the the full amount of time I was paying for it which would be 14 months at $10/month equaling $140.

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 reviewed Mr. [redacted]’s account and we have found that Mr. [redacted] has been a subscriber of our Turbo Internet Service since March 1, 2011. At that time our Turbo Internet service speed was up to 15 Mbps download speed and 1Mbps upload speed. On May 24, 2012 we raised our internet speed for many of our services including our Turbo Internet service which was raised to 20 Mbps download and 2 Mbps upload with new coding in our billing system. Mr. [redacted] has not had any internet coding change on his account since the time he began subscribing to our Turbo Internet service that would have raised his speeds to 20 Mbps, due to this his speed and pricing was grandfathered into our system and he continued to receive 15 Mbps download and 1 Mbps upload.

Mr. [redacted] was informed that the reason he was not receiving the faster speeds was because his modem was not compatible with the Turbo Internet Speed. This information that was relayed to him by one of our online chat support agents was only partially correct. The TWC modem that Mr. [redacted] has in his home is capable of receiving the old Turbo Internet speeds but not the new and improved Turbo Internet Speeds. The main reason that Mr. [redacted] was not receiving the faster internet speeds was because of his outdated billing coding on his account.

Mr. [redacted] had spoken with one of our Customer Solution Department agents today, April 3, 2014 and agreed to a lower price for his current speed, a service credit of $30 and this agent has set up a work order to send Mr. [redacted] a modem capable of the faster Turbo Speeds. After reviewing the order and what was agreed to I noticed that Mr. [redacted]’s billing codes were not updated to the faster Turbo Speeds and I have made the correction to Mr. [redacted]’s account that will allow him to receive the new Turbo Internet speeds along with the new modem he will receive in 3-4 business days. As a courtesy I have placed a promotional campaign on his account that will grant Mr. [redacted] 6 months of complimentary Turbo Upgrade speed which is a value of $120. Once this 6 month period has completed Mr. [redacted] can continue to enjoy his Turbo Internet Speed that will be billed at $20 per month in addition to his Standard Internet Service price or he may contact Time Warner Cable and downgrade to our Standard Internet service of 15 Mbps download.

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.

Please do not hesitate to contact me if you have any questions.

Sincerely,

Executive Response Specialist

[redacted]

Review: I have tried repeatedly to have Time Warner resolve a billing issue but they refuse to resolve the problem. My payments were transferred to Time Warner via an ACH transaction. They did not post the payment to my account and have not looked into the matter. [redacted] (my bank) has researched the problem and the ACH payment was delivered to Time Warner. My service has been cut off as a result of Time Warner's inaction. When I have called Time Warner and asked to speak to a supervisor about the problem, I was hung up on.Desired Settlement: Credit my account and restore my service.

Business

Response:

September 18, 2013

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.

A Time Warner Cable Executive Response Specialist has made contact with Mr. [redacted] to further discuss the missing payments, after further review we have discovered the two payments in the amount of $122.57 each for a total of $245.14 were posted to a former account Mr. [redacted] held with us. Time Warner Cable has since moved the two payments over to Mr. [redacted]’s current account with Time Warner Cable.

Mr. [redacted] had contacted Time Warner Cable in late August about this situation, unfortunately our customer service representative did not follow correct policies and procedures to notify our finance department correctly of the need to transfer the funds from the former account to the new account Mr. [redacted] holds with us, due to this delay an interruption of service occurred. Due to this inconvenience we have adjusted an additional $134.60 which is equal to one month of service as well as a couple of late fees that should not have accrued due to Mr. [redacted] had made the payments on time .

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

Review: I called Time Warner Cable to address the delinquent status of my account and discuss payment arrangements. I volunteered my bank account info and stated that I would make a payment in one week, I would be scheduling the payment. I waited one hour to speak with a customer service representative to discuss this. The first rep was very rude and treated me differently immediately after looking at the account, I was transferred to another rep who also would not look into the matter. This second rep did not even listen to what I had to say but simply addressed that they needed the payment. I asked to speak to someone else and they transferred me to yet another rep. This rep in particular took my concerns into consideration and asked if she could call me back once she got more info. My bill was a mess and there were all of these extra charges I didn't sign up for. She called back under half an hour later, saying that she would give me a one week extension, my service would not be shut off, and she removed the charges (showtime, HBO) that I never signed up for. She was polite, respectful and very well spoken which was a pleasant surprise after the first two.The following morning, I had no cable, no internet. I called time warner as I was informed that this would not happen. This time it took 4 representatives to get someone to be straight with me. The first two were confrontational or rude and the third decided to leave the phone off the hook while she went to get someone. As her phone was off the hook, I heard people in the background yelling obscenities and making racist remarks about how they're going to take some [redacted] outside and [redacted] him up. So then a young man comes on the phone and I explain my situation as well as my confusion. This rep tells me that the woman I spoke to the prior evening was not allowed to do any of that as it is against twc policy to give extensions Once so late. I addressed my number of concerns and kindly told him I would no longer be a customer, I deserve respect.Desired Settlement: I am not looking for financial gain, I'm only trying to inform others of how unprofessional and unreliable this company is. It concerns me that their rep lied to me despite my honesty. It's concerning that their customer service agents were being obscene in the background of my call. COME ON TIME WARNER, your customers can hear you!! Your headsets don't block out racist remarks!! They need to improve their customer service and employee morale, if I am going to give you money, respect me.

Business

Response:

RE: Customer: [redacted]

Case ID: # [redacted]

Dear Ms. [redacted]

Time Warner Cable has attempted to contact Ms. [redacted] via telephone and email however, we have not been successful with making contact. TWC is investigating her claims and we will address our findings internally. If Ms. [redacted] would still desire assistance with her concern she can contact [redacted] via email.

Please be assured our highly trained team of associates always has the best of intentions when serving our customers. Unfortunately, from time to time, our intentions fall short of your expectations. When that happens, we want to correct the problem and make sure it does not happen again.

Time Warner Cable apologizes to Ms. [redacted] for the inconvenience this situation may have caused her. 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: I ordered high speed internet from Time Warner. They stated they would do a site survey and if available would email with an install date. 12-23-15 I took off work for my Time Warner install. The service man arrived and told me he did not see and cable at my pole but would talk with someone about it.

A few weeks later I receive a letter addressed to me from Time Warner stating, "Great news, we just finished upgrading your neighborhood and can now bring you ultra-fast internet." I called Time Warner and was assured it was available. I ordered again and installation was scheduled for 1-15-16. I took off work again. After receiving several phone calls from Time Warner confirming my appointment I received A call from TWC dispatch 20 minutes into my appointment time. She stated there is no hard line on my road so the install is cancelled. I explained to her the letter I receive stating its now available. She stated it must be a mass mailing and there is nothing she can do.

TWC has now interfered with two days of work. Also they have extracted my name, DOB, address, SSN, and drivers license number. Something is seriously wrong that a company can operate like this.Desired Settlement: Run whatever line that is needed. Many neighbors would subscribe. Upgrade the neighborhood as stated in your letter.

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience. Upon receiving this complaint, Mr. Peters was contacted and advise of the process and timeframe involved in regards to connecting his address with TWC services. There is no cable line "Hardline" to tap into at this time so, Time Warner Cable Construction Department will determine what is required to bring services to his home. Time Warner Cable has changed the address in their system to show “Un-serviceable” to prevent further failed installs. Mr. [redacted] is aware of the entire process and has a direct contact throughout the remainder of the construction process. sincerely,Time Warner Cable

Consumer

Response:

Review: We have had an ongoing problem with our services from TW starting about December 13th. I started contacting them about the issues on the 17th of December. I have been having to call every single day to find out when this service is going to be fixed. We have had 2 techs out to our house, the first one told us it was definitely a TW issue and followed with a maintenance man to come out to the line down the street. Second one, who came out today, said that it's just an issue with our devices. Complete opposite of the first guy, who told us and speed test was even low on his device. Now, we have also done speed tests on 4 different devices, none of them are able to be done with a direct Ethernet cable to the modem but we've had service as low as 2 mbps on more than just one device when we are paying for the ultimate 50! I work at home and I can tell when my internet starts running slow. I purchased the ultimate 50 because I do not want lagging calls when I am working on my computer. I have now had to call off and log off early because my calls were lagging.) I do not need this problem to cost me my job. We did not have this problem whatsoever until I downgraded from all, internet-phone-cable to just the internet. So why if the problem lies on my end had it just started when we downgraded? I am looking into [redacted] and [redacted], and I will switch here shortly if the problem is not resolved because I am unable to even stream a single movie without it pausing and buffering, which again hadn't been an issue until here recently, It has NEVER paused and buffered for me until these past few weeks. Also, the problem is not completely constant. It will run a 50-60 at some points in time which is completely great, it's what I'm paying for, but then it lags, and only runs, 10-20, which is considered unacceptable even when talking to any TW rep. Today, of course, when the tech was out it was running up to par. Which I told him of course it would be running smoothly when someone else is there to fix it. So therefore he felt there was nothing else that he could do. But now I am sitting here getting ready to start working and I am again running at only a 10mbps.Desired Settlement: I want this problem resolved, I do not want to play anymore channel changing games, that I have had to endure almost every day that I have called, or waiting for techs to come out and the tell me there's nothing they can do, even when it was a TW issue. I have been paying for a service that I have not received since the very beginning of December. I am paying almost $80 for a service that only costs $25!

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 reviewed [redacted]’s account and forwarded her concerns to our technical operations management team who dispatched a technician to her home. Upon arrival our technician replaced her modem but it did not correct the issue. At that time our technician learned that **. [redacted] has 9 separate wireless devices working from her router. Time Warner Cable modems support 4 wireless devices and auto prioritizes the available bandwidth when more than 4 wireless devices are connected causing the service to slow on each device. Our technician optimized Mr. [redacted]’s set up as well as possible and we have dispatched our Maintenance Department to review our plant to ensure that there are no issues in our system that could hamper any internet performance. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Review: Time Warner raised the price of my monthly service by over $20/month with no warning whatsoever. They claimed they emailed me the information two months prior, but I was unable to locate any such information and they said it may not have been sent. Then they claimed my lower price was because of a 'Promotional' price, however, when I went back and reviewed my purchase information from two years ago, there was nothing listed about it being a promotional price. This is beyond deceptive and they are outright lying to their customers.Desired Settlement: I'd like a refund of the extra charges dating back to April 2015.

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 when he started services in May 2013 he was placed in a 12-month promotion. Since that time his monthly statement did itemize that his services and pricing was a promotional rate. Once the first 12-month period had ended in May 2014 his rate increased as his promotional rate entered the 2nd 12-month period when he continued to enjoy his service at a discounted rate. In May of 2015 the promotion for the discounted rate he enjoyed expired and his services went to the normal retail price for his level of service. We are able to confirm that on 8/4/2015 Mr. [redacted] contacted our customer care department who placed him in a new 12-month promotional rate as a courtesy. Please note that when this 12-month period has ended Mr. [redacted]’s rate will increase. Based on the information available to TWC we have determined that a credit of any kind is not warranted in this case. 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.

Review: Even though Time Warner Cable and Showtime parted ways, and Showtime was no longer offered by Time Warner, they still billed us and were quite unhappy that we were cancelling our Showtime package suggesting that we should continue paying for the service through the "blackout". We cancelled anyway.Desired Settlement: People will not pay attention to the detailed billing and pay for a service no longer offered by Time Warner Cable.

Business

Response:

Revdex.com Review: [redacted] Customer: [redacted]TWC Account: [redacted] Currently Time Warner Cable is in negotiations with CBS Corporation, which owns Showtime / TMC. Because of the outrageous demands CBS are making, we have been required to remove these channels from our lineup while we continue to negotiate for fair and reasonable terms. Customers who currently pay for Showtime / TMC should expect to see a credit for those channels in an upcoming bill. The credit will be retroactive back to the first day of the Showtime / TMC blackout August 2nd). Customers will be credited each billing cycle, based on the number of days those channels are not available to them. In the case of Mr. [redacted], a $7.95 credit for Showtime / TMC was applied on August 4th for the days of August 2nd through August 16th. The 16th date is the end of his billing cycle and future credits would have been applied in the same manner, at the end of each billing cycle until the end of the negotiations. Since he disconnected his Showtime / TMC on August 19th, he will see an additional $1.07 credit on his next bill for August 17th and 18th. His billing for these services stopped on the 19th when he disconnected his subscription to those channels. All credits have been applied and the issue is resolved.

Review: As of 07/3/2015. and being a NEW CUSTOMER, I've had 2 TWC technicians (contractors) left my home with uncompleted work tickets. The first tech was named Victor, spoke to his boss named Jeff, and I got the impression that he simply didn't give a crap the performance that Victor did. The second tech was named Anthony tech # [redacted] informed TWC that he completed the work order on 07/11/2015, which he LIED. I specially informed TWC tech support to have their tech arrive at my residence between 7pm-8pm due to my work schedule , found out though my son they had contact my landline, son didn't answer the call, so therefore, Anthony still arrived at my residence, knocked on the door, spoke to my son, and my son had indicated to return back to my residence between the time that I requested which HE DID NOT, and left no ticket of any sort. I was furious. so at this point, I contacted TWC twice, spoke to Kamaria a CSR and Jamie another CSR. again, they informed me that they would submit another ticket and makes sure that it would be handled correctly. I did to Nat Hi[redacted] (Supervisor) of the Zanesville location, and he informed me the next opened avail, would be 07/14? I am totally LIVID by this, I've already submitted a full payment, so what do I do at this point. proceed to accept another ticket? what if the tech submits another FAKE work order? etc..Desired Settlement: I do not NEED another apology. also, the gentleman that originally signed me up, his name was Tom, and you outta know this, that Tom is doing things not according to the law

Business

Response:

July 21, 2015 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. Mrs. [redacted] was contacted by Time Warner Cable regarding her concerns. Mrs. [redacted] concern will be thoroughly investigated and our findings will be addressed internally. At this time, Mrs. [redacted] services has been installed however, it appears one DTA converter box in the customer’s son’s bedroom has a flashing red light. The Technical Supervisor that spoke with Mrs. [redacted] sent some activation and refresh hits to the converter however, due to Ms. [redacted] not being home at the time this took place, she stated she would check it, upon her return home. If the troubleshooting did not correct the problem, Mrs. [redacted] is also setup for a service appointment for July 20th 2015 between 7-8pm per the customer request (Service Appointment is still pending as active). The Technical Supervisor will contact Mrs. [redacted], after the job is completed, to make sure everything is up working properly. Time Warner Cable apologizes to Mrs. [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 have been using TIME WARNER CABLE for my internet and cable services since 2009. In 2012 the company had some changes to rates and services at which time I decided to remove the cable service and only keep the internet service. I returned the cable digital receiver to the company and was quoted the new internet price. Little did I realize that the quoted price for the service was a promotional rate for the internet AND cable service when I thought it was for turbo internet service alone. It wasn't until 1/2015 that I realized I had been paying for cable service this whole time when I asked them initially back in 2012 that I was canceling the cable service. When this information was brought to TIME WARNER'S attention, they reviewed my account but were unwilling to compensate me for the service I was charged for but not using. In addition, TIME WARNER failed to provide me adequate notice of their decision after reviewing the service issue. They indicated to me that I would receive a response in 3 to 5 business days after initially speaking with the customer service representative, only for me to have to call them and ultimately find out that they had closed out my issue with no resolution or compensation on their end.Desired Settlement: From the way I see it there are 2 ways to resolve the issue:1. First, either a reimbursement for the services I paid for but were not utilizing or2. If Time Warner wishes I remain a loyal customer, they provide me with credit to my account and/or providing me with a service at an adequately discounted rate.

Business

Response:

March 2, 2015RE: Customer: [redacted] Case ID: #[redacted] Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding [redacted] complaint: Our records indicate that a Reconnect of services to install Basic cable and Turbo internet was completed on 1/14/13. A set-top cable box is not required for our Basic cable tier subscription. [redacted] contacted Time Warner Cable on 2/24/15 to dispute the previous year’s billing regarding this issue and at this time, an adjustment of $41.00 was applied to the account. Our customers receive monthly billing statements. These statements are itemized to reflect individual charges for each category of active service. In addition, section 1.I (‘Your Financial Responsibilities – Billing Errors’) of Time Warner’s Cable Residential Services Subscriber Agreement states: “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”. Time Warner Cable Terms and Conditions may be viewed online at http://help.twcable.com/. Unfortunately, [redacted]’s request of reimbursement and further credit adjustments will not be granted. We have determined that the previous billing of this account is valid. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Consumer

Response:

Review: I checked my credit report and I have a charge on my report from Time Warner for $151. This was first reported on my credit report starting 04/22/2014. It was not reported again until this month. Problem with all of this is I have not had Time Warner since early 2009. I contacted Time Warner and they advised me I never payed the final bill. I distinctly remember paying that bill in the office back in 2009 b/c there was a rude customer in line in front of me and I remember her making a comment to me. That was the last time I had anything to do with Time Warner since my account was paid in full and I no longer had the services. They asked if I had the receipt from that payment. Being that I paid $151 cash that day I no longer have the receipt from 5 YEARS ago. I don't know why now, 5 years later they are posting this on my credit report. Especially since I paid that final bill. If I owed this why did it take 5 years for them to post this to my credit report? I never received a bill since paying it that day in their office. I have yet to receive anything from the collection agency.

Time Warner refused to send me anything indicating that I still owe this debt. They also continue to report it on my credit report as being in collections with [redacted]. I do not owe this charge and they are unwilling to prove that I do. This should not be on my credit report now and never should have been ESPECIALLY since I paid the amount back in 2009 and it took them 5 YEARS to report it. to a collection agency.Desired Settlement: Removed the $151 collection charge from my credit report.

Business

Response:

Time Warner Cable completed the investigation of [redacted] account. The account does reflects a debt of $150.71. This debt is from an account that was closed and the equipment is returned on 07/21/2009. A payment was not made during the January-February 2009 cycle, resulting in delinquency thereafter. There was a payment on 07/02/2009 of $174.52 leaving a balance on the account of $150.71. The account did print the next two billing statements that were mailed to the address of the former services. Final bills were sent on 08/09/2009 and 09/02/2009. On 07/11/2014 notes were placed on the account stating the customer called in and is disputing the letter that was received showing a debit was owed. If [redacted] can show proof of a final payment the debt will be removed and all three credit bureaus will be updated. Sincerely,Time Warner Cable

Review: They are either under-trained or unsupervised

A week ago, Friday February 5/2016, I told a sales rep I wanted to transfer my service to a new address (I live in an apartment building & I moved 2 floors down same address, different apt #) she offered me an upgraded package and I accepted and was told service would be transferred the following Monday. Monday morning I called because I changed my mind about the upgrade I just wanted my same service transferred to the new address I was transferred between 3 different customer service people stuck on the phone with them for over an hour on my moving day because no one knew how to change this in their system. So I was stuck with the upgrade. Today I'm going through their app. And I see I didn't get the promotion price $118 I was promised and I'm paying $264.89 instead so I call again the first woman I talk to can't help so I'm transferred then the second woman didn't want to help and hangs up on me. So I call again and I talk to another woman and she tells me I can't get my old service back at the price I had because I can't remember why so I'm stuck with this over priced special package and I was on the phone again for over an hour with these people with no satisfaction. I keep telling them my equipment isn't working correctly and still no help I'm just tired of them.Desired Settlement: I would like my old service back at the price I had at $69 and I want equipment that actually works

Business

Response:

RE: Customer: [redacted] Case ID: [redacted] We reviewed [redacted]’s pricing and equipment concerns. From our investigation, the services was placed into a monthly rate of $118.73 before tax, $127.87 with tax as of 2/17/16. Customer should receive a statement with balance showing of $377.01, however, from changes made on 2/17/16 the new balance is $176.33 owed at this time. Ms. [redacted] should contact Customer Care at ###-###-#### for a representative to troubleshoot with any equipment issues to determine if a service call is needed. She may request to speak with a member of Leadership for a resolve. 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:

Review: I had Time Warner Cable years ago. I disconnected service because I lost my job. I informed TWC and I knew that the bill would hit my credit for what I owed(a little under 400.00). In order to obtain service with TWC I had to supply a copy of my lease, which I did. I recently got a steady job and am in the process of paying off all my debt from years ago. I ran my credit and TWC popped up with an amount on there for close to 1000.00! I called TWC and they said the account had already been sent to collections. They gave me the collections company and I called and asked for verification of the debt. I recieved, in the mail from the collections agency someone else's entire information but with my social security number and other personal information. I called TWC back and asked why the amount had gone up so much and they told me, ver batim, that if I was to bring back in a copy of the lease the amount would be taken off. I turned back in ANOTHER copy of the lease and still has not been resolved. I STILL have the lease and have been trying tirelessly to fix this problem.Desired Settlement: I want their negative reporting for the amount close to 1000.00 to stop. I can pay the amount that I owe. But because of their mistake they are holding me responsible for the full amount. I have ALL paperwork needed to prove all of what I am saying.

Business

Response:

We have investigated this concern. The former customer’s balance will update to the original balance of $ 390.86 after nightly processing. We attempted to call the customer and left a voicemail message with our direct contact information. Thank you.

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,

Review: I switched from [redacted] to Time Warner Cable in March of this year with the promise of a $300 gift card after 90 days of good standing. In September I began calling TW about this. Over the past two months I have spoke with five people that gave me the same information: My account is in good standing and has been since March. They have promised that my card would be in the mail soon. After speaking to them again this morning and I was given the same information I feel this is my last resort. Is there something that you can do to fix this mess?Desired Settlement: I want the $300 gift card promised to me when I switched to their services in March.

Business

Response:

Thank

you for the opportunity to respond to this complaint.We

reviewed Ms. [redacted]’s concerns regarding her $300 Gift Card and concluded she did

register and followed the 90 day process. Our Rewards Team is having the Gift Card processed which should start by

Thursday 10/29/15. Ms. [redacted] may visit

the Rewards website at [redacted] to follow the status beginning 10/29/15. Once it appears the card is mailed, Ms.

[redacted] should expect delivery within a minimum of 7-10 days or maximum of 4-6

weeks from that point. 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

Review: my mother went to virginia to stay with her brother I called time warner cable and put a seasonal hold on her cable bill when I called to lift the hold they told me her bill went from 89.00 a month to 130.00 a month because when a seasonal hold is placed on the account it cancels all promotions . I was never told this when I placed the hold on the account I wasn't told this until I called to put the service backDesired Settlement: I want her current bill to remain at 89.00 a month like it was prior to the hold

Business

Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience. Today at 4:49pm we spoke with Mr. [redacted] regarding his complaint. We made Mr. [redacted] aware that he was not an authorized user on his mothers account and that Mrs. [redacted] will need to call and add him on her account to allow the agents to speak any billing question he may have in the future. The son, [redacted] stated his mother told him her account had been corrected. Mr. [redacted] was given a contact number for his mother to call to have him listed as an authorized user on her account. This issue has been resolved. Time Warner Cable considers the complaint closed.

Review: I called and did an application and was promised that the only fee I had to pay upon installation of my 3 TVs was a deposit of fifty dollars. When the tech gets to my home he tells me that I had to pay 165 dollars. I called the company and spoke to supervisor. Supervisor made me aware that I only had to pay 50 dollars and a tech would be back out the same day or next day. I called back today to see when they were coming out and they tolde they were coming out after u paid the 165. I reminded them of what the supervisor told me I had to pay so I requested to speak to another supervisor and she told me that she did not see anything noting the 50 dollars to get my service on. So I called back and spoke with another rep and she stated that she seen it in the system that I was promised that 50 dollars was what I needed to get my service installed. Its like I'm going in circles with the company making all these decision changes and I also think that it is very unacceptable to do business in this mannerDesired Settlement: I I would like 50 dollars to be due at the time of installation as promised by the sales rep; not 165 dollars. With promo service

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] COD at the time of install will be $50. The customer is scheduled to be installed on November 1st 2014.

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 had an account with time warner cable for over 29 years now and since february 2013 until present I have been complaining to them that we dont make international calls from our home. I also asked them to block this matter and I have paid these bills even when I couldnt resolve the matter with them. now after I have terminated there service because I couldnt resolve I now have another international phone bill for 195.05 which I dont want to pay because I dont owe this. I spoke with [redacted] who works for time warner on july 1st who assured me that this problem would be immediately taken care of and hasnt. I would greatly appreciate any help with this matter. you can also speak with my wife marjorie bowen as I am not home enough to tend to all these matters.Desired Settlement: I would like this bill gone as I feel I dont owe it. and I want no more bills from them as I no longer use there service. I have tried repeatedly and calmly to resolve this matter since it began in february. my account with them was xxx-xx-xxxx

Business

Response:

Hi [redacted],

[redacted] Revdex.com concern has been addressed.

Have a great day!

Review: [redacted]I have always had Time Warner for cable and [redacted] for phone and internet. Time Warner kept calling me to switch from [redacted] and bundle all three services with Time Warner. After several phone calls I decided to switch to Time Warner because they offered me a $200 visa giftcard. On June 18th I upgraded my services and they told me I had to wait for a redemption code to apply for the $200 giftcard. I printed the form from the computer, filled it out and mailed it on July 2, 2013. I waited until September 30th and after not receiving the giftcard called and spoke to [redacted] at 9:15 am. She assured me she would take card of the and it would be mailed out. On October 25th I still did not have the gift card so again I called and spoke to Julie at 1:15 pm. She said she was sending it to higher ups and assured me it would be fixed. On November 27th and still no giftcard I called again and spoke with [redacted] at 11:50 am, he said they would call me by December 2nd to see if I received the gift card. They never called and so on December 9th I called again, this time speaking with [redacted] at 9:10 am they said they would place an order and find out why it was not to me yet. On December 15th I received a call that said the gift card would be here in 4 - 6 weeks. On December 18th I received a $50 gift card in the mail so I called and spoke to [redacted] and she said she would check into it but there was an entry on my screen that clearly states on December 14th that I qualified for a $200 card. She said to call on January 24th if I did not receive it. On January 29 I called and spoke with [redacted] she gave me a ticket #17108415 and said she would esclate this and they would call me back. It is now February 17th and I still have not heard from anyone. I feel this is excessive and I have been very patient. I should not have to call that many times. They were the ones who promised me the $200, I have been with Time Warner forever and have never made one late payment and feel this should be taken care of.Desired Settlement: I never used the $50 gift card because I did not want them to say I accepted it as being resolved. I want a $200 gift card or one for $150 and I will keep the one I have for $50. Thank you[redacted]

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.

Our Rewards Card Fulfillment team has reviewed Ms. [redacted]’s account and found that a gift card for the incorrect amount was indeed sent to Ms. [redacted]. Our vendor has verified that the card Ms. [redacted] has in possession has NOT been used and was deactivated. A replacement Gift Card for the correct amount of $200 has been generated and will be sent today, March 7, 2014 via overnight delivery and Ms. [redacted] can expect to receive it no later than Monday, March 10, 2014. I also will be monitoring the tracking information on this shipment once it is available to ensure that Ms. [redacted]’s correct gift card has been delivered.

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.

Please do not hesitate to contact me if you have any questions.

Sincerely,

Executive Response Specialist

216-575-8016 ext. 2165554233

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: This is not the first time this has happened to me. I was disconnected on April 4 2016 after I had made arraingments with an agent named Tyrone. I called and spent three hours on the phone with several different departments. I set an arraigment with an agent for 284.00. My services were restored and I was told as long as I kept my arraigment I would have no further issues. On Sunday April 10 I was shut off again. When I called I was informed that the agent should not have made my plan with me. As far as I am concerned this agent is trained by time Warner. If this was not doable they would never have turned me back on. Why spend most of your day working things out if they are not going to hold up their end. I have had services since October and it has been horrible. You never speak with two people who say the same thing. They have even went as far as running a payment twice and shutting me off because the second payment came back. Please contact me and let me know where to go next to get my situation resolved. Thank YouDesired Settlement: I would like for this company to hold their end of the deal as I am expected to hold mine.

Business

Response:

RE: Customer: [redacted] Case ID: [redacted] We reviewed Ms. [redacted]’s concerns regarding payment arrangements. From our research, after a representative did place a payment arrangement on 4/4/16 to pay $284.52 in the office on 4/16/16, [redacted]ver, the Compliance Department overrode that agreement and set up a nonpay disconnect work order. The full past due balance of $281.52 must be paid in order to restore services. The account shows she was informed of this today 4/11/16 by a member of Customer Care Leadership. 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