Time Warner Cable

Review: On November 9, 2015 I called Time Warner Cable to alert them of poor internet service and experience I had been having with their service. In summary I was getting internet speeds of a range of 1.25 mbps and 5 mbps which is the range of very basic internet while I was paying for Time Warner's Extreme internet service. I should have been getting speeds of a range of 24 mbps to 30 mbps!

They acknowledge the problem and sent out a technician to resolve the issue. The technician arrived on the 11th. He confirmed that I was indeed getting speeds and packages lower than I was paying for. He explained that since I moved from my previous address in August 2015 I had not received the upgrade nor the associated equipment that was supposed to follow with the upgrade I ordered. He subsequently installed the missing equipment and fixed the issue. He said he would make a note on the account and suggested I should call Time Warner's customer services department to seek a refund for the difference in service Time Warner provided.

I took the technician’s advice and I called Time Warner on the 13th to seek a refund. I spoke with rep Tammy who told me that she does see notes on the account and she is willing give me a refund but only from the 9th to the 13th as it is Time Warner's policy to only offer a refund in such cases only from the time the customer reports the problem through to the time they fix the issue.

Her response left me bewildered, confused and feeling cheated. After explaining to that the policy of which speaks makes no sense seeing that their own technician ascertained that he on behalf of Time Warner could indeed ascertain the onset of the problem, it should be clear an easy to make the refund from the time of the noted problem.

In my opinion Time Warner seems to be scamming customers of bandwidth on their internet and hopes they do not find out. It also seems that if in the event they find out they are being cheated of their bandwidth then Time Warner Cable will simply tell that customer that the refund can only be offered for the short period between the report and the repair.

I am left distraught and hope that Time Warner discontinues this practice. I do not wish to go through this again from Time Warner nor any other company nor do I wish this experience for any other customer to experience this time of sketchy operation.

Please have this matter resolved.Desired Settlement: That the proper refund be made and that Time Warner desist from this type of behavior moving forward.

Business

Response:

RE: Customer:

[redacted]Case

ID: [redacted] Time

Warner Cable reviewed Ms. [redacted]’s concerns regarding a refund for service

issues. A technician found Ms. [redacted] had the correct modem and it was

provisioned on 11/11/15. He added a DTA

equipment for her video. We apologize if

she did not receive a DTA box from her self-installation on 8/13/15. She has not been charged for the DTA. Records do not reflect her contacting

Customer Service to report if unable to view video services without a cable box. No information was found she reported

internet service issues prior to when speaking with a Representative on 11/09/15. An adjustment of $8.70- was applied for internet

service issues for dates 11/09/15 to 11/11/15. Customer has not been charged for Extreme Internet, she is under a

promotional campaign good until 8/22/16 for that service. No further adjustments are warranted and none

will be given. 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

Consumer

Response:

Review: Week signal, phone and internet goes in and out on a daily basis EVERY DAY time warner refuses to fix the problem.Desired Settlement: Deliver phone,Internet,tv, as promised. Refund on past poor service.

Business

Response:

Upon receipt of the complaint research was done by an Executive

Escalations Analyst. Issue resolved.

We have completed our investigation of this matter and consider

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

or require additional information regarding this matter.

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 signed up for a promotion in May 2014 in which I was promised free equipment for a year which would make my total bill around $68.00/month for a year. In June 2014 we had a problem with our service and a technician came to our house. He stated the problem was with the set top box and replaced the box with a newer model which he stated was all he had with him at the time. He made a call and asked that the numbers for the new box be entered as the old one so we would not be charged and that if we were charged when the bill came to give them a call. The bill arrived July 19, 2014 and we were charged a partial and full month equipment fee. I called that night & spoke with 4 different representatives, but nothing was resolved. One representative told me that the numbers could be changed by technical support, but when I got to technical support, I was told they could not make changes to my bill. I was transferred back to customer service and found out that the previous agent still had my account pulled up and she couldn't help me without access to my account. I called again July 22, 2014 and spoke with a rep and an manager. I was told the promotion I signed up for was no longer available and all they could offer me was 6 months free equipment. After denying that offer, they offered 6 months free equipment and a credit on the current bill. The manager also stated that the technician didn't know what he was talking about, that they could not change the numbers on the set top boxes. I also denied that offer stating that I wanted the original offer I was promised because it had not expired on my end yet. Since they would not honor their original offer, I asked them to come remove the set top box from my home.Desired Settlement: The original offer of a year of free equipment since I had only be signed up for it for 1 month.

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.

I received a call from [redacted] with Time Warner cable on Wednesday, July 23. She agreed to give me my promotion back until May 2015 and scheduled a technician to come to my house the next day. However, when the technician arrived there was some confusion as to what channels I was suppose to receive. He installed the set top box and left. We discovered the next day that we were not receiving all the channels we had previously received. I spent an hour on the phone with Time Warner trying to get this resolved. I was told they would have to send out another technician as the problem seemed to be with the set top box. This appointment is scheduled for Monday, July 28. Also the bill on which I was charged for the box has not been reduced to the promotional pricing. The current bill was $80.20 and it has only been reduced to $76.88. I was told by [redacted] at Time Warner that the charges for the set top box would be removed and as of today, July 27 they have not.

Business

Response:

Time Warner Cable ("TWC") has investigated the subject complaint regarding Mrs. [redacted] billing issues and describes below the current status of this matter.Mrs. [redacted] was contacted and her digital equipment was installed by a Time Warner Cable installer. Her monthly rate was adjusted to reflect what she originally was paying for her services.

We have completed our investigation of this matter and consider it to be closed. Please do not hesitate to contact me if you have any questions or require additional information regarding this matter.Sincerely,[redacted].Executive Escalations CoordinatorCarolina Region

Business

Response:

Time Warner Cable regrets that Ms. [redacted] was not satisifed with our response. A service call was ran and I have called and left several messages requesting a response as to whether she is now receiving all of her channels and there has be no response back from Ms. [redacted]. As for her monthly rate it has been changed to what she was originally quoted. However the bill was already processed before the changes were made so it didn't reflect on her statement.

Please do not hestitate to contact me if you have any questions or require additional information regarding this matter.

[redacted].

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.

Regards,

Review: The finance dept. will not respond. I talked to customer service and I have two reference numbers stateing I am up to date according to customer service, customer service said it does not show I paid December 2013 payment . Also I sent two faxs proof of payments in 2013 from my bank statements to the finance dept. I keep getting automated calls from time warner stated that I am past due. Please help me resolve them harrasing .Below is where I faxed proof of payments. As per telephone conversation with time Warner billing dept on 1-13-14 I am faxing the required information showing payments made to my account. According to billing department representative November bill is not showing paid. Please be advised that after reviewing my bank payment history please update your customer service computer so that we can resolve this issue. I called customer service ph# ###-###-####. There have been no update thru customer service to date. It is a pleasure doing business with you but if you can not contact me or resolve proof of payment history thru customer service I will be forced to turn this over to the better business Buru. This 6 page proof of bank monthly payments fax history is the second time I have faxed proof of all monthly payments . I faxed on 1-13-2014 at 2:16pm and still is not showing up on your customer service computer so that I can resolve this issue.Please review my account and update customer service and/or contact me by landline at ###-###-#### (leave message if no answer) or contact me at the above address.Thank you,[redacted] Below is bank statement:01/03/2014 $125.00 Phone,TV and Internet XXXXXXXXX[redacted] and [redacted] Paid View/Inquire 12/05/2013 $135.97 Phone,TV and Internet XXXXXXXXX[redacted] and [redacted] Paid View/Inquire 11/08/2013 $131.65 Phone,TV and Internet XXXXXXXXX[redacted] and [redacted] Paid View/Inquire 10/03/2013 $131.65 Phone,TV and Internet XXXXXXXXX[redacted] and [redacted] Paid View/Inquire 08/30/2013 $132.23 Phone,TV and Internet XXXXXXXXX[redacted] and [redacted] Paid View/Inquire 08/05/2013 $141.51 Phone,TV and Internet XXXXXXXXX[redacted] and [redacted] Paid View/Inquire 07/02/2013 $120.07 Phone,TV and Internet conf # [redacted] XXXXXXXXX[redacted] and [redacted] Paid View/Inquire 06/03/2013 $112.88 Household XXXXXXXXX[redacted] and [redacted] PaidAlso I pulled up this when I loged in and it shows on their site:From: Time Warner Site https://** account/index[redacted]rueDate Status Amount 01/07/2014 Applied 125.00 12/09/2013 Applied 135.97 11/13/2013 Applied 131.65 10/07/2013 Applied 131.65 09/04/2013 Applied 132.23 08/07/2013 Applied 141.51Desired Settlement: DesiredSettlementID: Other (requires explanation)

Send or call to confirm pay TWC is up to date for Jan. 2014 . Next package payment due is regular payment of $152.00 for Feb. 2014And please quit harassing me.

Business

Response:

Upon receipt of the complaint, research was done by Customer Analyst [redacted] B. and contact made with Mr. [redacted] and Mr. [redacted] reviewed Mr. [redacted]’s TWC account, including payments. [redacted] informed Mr. [redacted] each payment he brought to her attention has been posted and credited to his TWC account. [redacted] informed Mr. [redacted] she will mail him a ledger view of his TWC billing for him to review for any errors; Mr. [redacted] agreed. [redacted] provided Mr. [redacted] with her name and direct contact information. One week later [redacted] reached out to Mr. [redacted] to inquire if he has any additional concerns, leaving a voice message including her contact information. [redacted] reached out to Mr. [redacted] for three days without success or any further contact from Mr. [redacted].

We remain prepared to assist Mr. [redacted]. To discuss his concerns Mr. [redacted] may call Analyst [redacted] B., her direct contact number is ###-###-####.

We have completed our investigation of this matter and consider it to be closed. Please do not hesitate to contact me if you have any questions or require additional information regarding this matter.

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.

In reference to response:

I got Time Warner's statement on 2-23-14 . In regards to the detailed statement the numbers do not add up. In November Time Warner charged me consider amount of overcharge. I have been in North Carolina where my mother is very sick , this has been the reason for the late response. I will be attaching proof of statement and bills that have been applied. Time Warner stills says that I owe for the month of Feb to Mar. 2nd.

Could you please go over what I am sending because they deny that I will be current for March. There are no way I can talk to them and get any satisfaction.

Business

Response:

Upon receipt of the complaint, research was done by Customer Analyst [redacted] B. and contact made with Mr. [redacted] informed Mr. [redacted] she received the additional information from the Revdex.com. Mr. [redacted] informed [redacted] she can disregard, that he has closed the Revdex.com case. Mr. [redacted] informed [redacted] he has gone through his billing records and indicated his satisfaction. Mr. [redacted] thanked [redacted] for calling him.

We have completed our investigation of this matter and consider it to be closed. Please do not hesitate to contact me if you have any questions or require additional information regarding this matter.

Review: This complaint is for time warner and also woay TV which is our ABC channel we pay for this channel each month it has been out for several weeks now neither time Warner or the local station is fixing this issue someone has to be responsible for this outage and it needs to be fixed I have complained to both companies and nothing has been doneDesired Settlement: Fix the channel and stop giving the customers a run around and if we can't get the channel give another option like an ABC channel that isn't local

Business

Response:

After unsuccessful efforts to reach [redacted], a letter was emailed to the email address provided.

We remain prepared to assist Ms. [redacted] and discuss a resolution. Without further contact, we have completed our investigation of this matter and consider it to be closed. Please do not hesitate to contact me if you have any questions or require additional information regarding this matter.

Review: I had an account with Time Warner and because of loss of income I was unable to pay a $288.00 bill owed. I call TWC a couple of times speaking to a lady in the Resolution department. Each time I asked for her help in resolving this account so I could get at least my internet back on. Although not really rude, she refused to help me in any way. I explained to her I was on Social Security and paying the total amount at one time was too much with my income. She dismissed what I was saying and said TWC does not make allowances for such things. I asked her again if their was ANYTHING she could do to help me and she said no you will have to pay total bill and then you will get service. I spoke to this same lady two times and was dismissed both times. I do not mind paying the bill but this amount all at once is too hard for me to do. I know TWC help their customers and I don't understand why it was so hard for this resolution person to make a payment plan with me. I paid my TWC bill with no problem before my income was cut. I think they should have given me the help I need especially since they have a monopoly on cable service in my area.Desired Settlement: I feel I should have been able to make payment arrangements to clear this bill and get my service back. I feel we should be able to use other cable services in this area.

Business

Response:

Customer contacted on 3/16/15 – informed the balance must be paid before services can be reconnected – customer is willing to pay $50.00 each month until the balance is paid in full

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: TWC has upgraded my account even after my refusal to upgrade, and is now adding $20 to my bill.Complete chain of events in brief:1. I asked to disconnect because TWC service was very bad. They offered me a free modem router upgrade instead2. I got new modem router, and it worked fine. But then they started contacting me about account upgrade with the pretext that since I have the new router, I should try upgaring from 50mbps plan to 100mpbs. I upgraded.3. Within a week, I saw there was no apparent upgrade in speed. SO I called and cancelled my upgrade (please note they don't allow downgrade online - upgrades can be done online)4. Since then they have been charging me $20 fee on and off. One month I pay old connection (50mbps) amount, other month they add this fee, and then I have to call again.5. This time the customer service rep was very rude, and told me that I had asked for the upgrade, and if I downgrade, there will be additional fee for WiFi (I had paid $8 every month as wifi modem router rental - but they are asking $5 more for no reason).This is not acceptable to me. There billing policies are not transparent, and I can't keep calling them every month.Desired Settlement: I need to be compensated for all the trouble TWC has caused me - maybe as a credit on my account for all the mis-billed amount.Also, I need in writing from TWC what they will charge me from now on, so I can show the customer service representatives if I am charged more again.

Business

Response:

We apologize to the consumer for any confusion or frustration caused as a result of the escalated complaint. The Consumer was given existing 1 year customer promotions to lower the monthly rate. We appreciate the Consumer‘s Business and value him as a Time Warner Cable Customer.

Review: I am unable to cancel my internet service. They insist that they cannot verify my identity due to a PIN that I dont have and refuse to validate my identity using my SSN, Address, Billing information, or any of the other means of identification. They have no issues accepting payment or making upgrades to my service without validating this information.Desired Settlement: I would like my account canceled effective today.

Business

Response:

Account has been fully closed since 1/21/15.

Review: We signed up with TWC internet services since they promised us a reliable internet service for our VOIP. Our phone system had many problems, TWC insisted that it wasn't them and it was the phone company. We spent a fortune by changing phone companies, but the problem wasn't solved. TWC tech dep advised that our speed was too low, we increased our speed, but the problem wasn't fixed. 100% of our business is through the phone and we lost so much business since we didn't have a reliable VOIP service due to a bad internet connection. Finally a TWC tech dep sent us the graph that showed huge problem with the upstream that was provided by TWC. So apparently TWC had misled us by telling us the problem wasn't coming from their side. All these time they knew the upstream had many spikes and since they couldn't fix it, they kept saying the problem wasn't coming from their side. We changed internet company and right away the problem was fixed. We can't let giant companies take advantage of small business like that. My company took a huge loss because of TWC service and the fact that they lied about the known problem.Desired Settlement: I had problem with this company's service from day 1! My business took a huge loss because of them. They need to refund us every single penny that we have paid toward our internet bill.

Business

Response:

I spoke with Mr. [redacted] regarding his credit request. After reviewing the account, the history shows many problems with his internet service. Based on the Trouble Calls that were scheduled and the multiple calls that he made into TWC, I have approved the credit for the 3 months of service. The total amount of the credit is $569.85.

Review: This is effectively the 6th time, I have had to deal with Time Warner cable regarding billing in this year alone. I have been receiving 10.00-20.00 charges on my account since July. I had called in to see what was going on and was informed by the first billing department that the U.K and Taiwan since it was a "republic of china "were included in the plan and he was confused as to how the charges were showing on the account. He assured that I would be credited for the previous months and then proceeded to advise that I would be transferred to someone else. I then spoke to a employee by the name of John employee Id 8m3, who then proceeded to tell me previously, I was being billed for the UK calls but they had added the UK to a list which didn't require any additional charges within the last month, and then decided to give me a history lesson as to why Taiwan was not included for the no charge list. I found this highly offensive to my sensibility especially since I am well aware of my mothers country and they're history. He then proceeded to only credit me for 12.90 for the charges that he "could find" on my previous billing , which is ridiculous since I have been charged around 120 since July. He then stated since the relaying company from Taiwan were not from Time Warner but were billing them then they had to bill us , which we were not informed of at all. I am very disappointed in the miscommunication between the company and its policies . I have been billed 3 times in less than 60 days and I haven't seen it applied to my previous cycle , and I was billed 135.65 on paper and then on the phone they had stated it had jumped up too 157.00 because of the calls. We do not show any records of anyone making phone calls from our house line to Taiwan at all. This has gone out of control and I will definetly not recommend this company for future customers any further.Desired Settlement: I'd like to have the phone overages since July to be fully refunded as a check or through a credit to a bill. If I decide to stay with the company Id like for no additional overages to come to my account without consent.

Business

Response:

Time

Warner Cable apologizes for any confusion regarding your international billing

charges. As advised, calls made to the United Kingdom were not included in your

plan until September 8th, 2015. You received charges only on calls placed

before that date. You are welcomed to verify this information on your online

call history. Per our discussion, since June you received total charges of

$38.09 for international calls and received $12.90 in credit. As a onetime

courtesy, we have credited the additional $25.19. Please keep in mind, that

changes to your balance reflect either adjustments or new charges that were not

available when your statement was generated.

We

value you as a customer and appreciate your business.

Consumer

Response:

Review: 10843811

I am rejecting this response because: I have filed a second complaint regarding the charges since I was able to look more closely at them when I arrived home. I have submitted additional evidence , and am requesting further billing adjustments. I was highly dissatisfied with the quality of customer service that was provided . The employee was disputive and rude instead of trying to resolve the issue . In addition to this complaint , I'd like to say I've received 3 completely different stories and scenarios as to why I am actually getting additional charges , one employee stated it was because of calls to taiwan and the employee I spoke to today stated it was definetly because of the U.K. Calls . my husband has only made an outgoing call to the u.k twice since April and yet the intl charges keep increasing .

Regards,

A[redacted]

Business

Response:

Time Warner Cable apologizes once again for any misunderstanding. As previously advised, you are welcomed to verify your call history online. The account was reviewed once again and determined the information provided to you yesterday continues to be accurate. We apologize for any inconvenience. Unfortunately, no additional credits can be honored for international calling. Per our discussion, a $25.19 was offered and accepted.

Consumer

Response:

Review: 10843811

I am rejecting this response because: I just received my cycle billing and I only see one credit that was mentioned previously but not the 25.00. This complaint was answered and followed through before the 13th. It is still showing 5.09 for credits and one time charges . Which I still have no explanation for because no one has used the phone . The total taxes and fees were again raised and now are 16.02 . I would like an explanation of these charges and I've taken further action by complaining with the FCC . I would like to have all these issues resolved before my payment is due .

Regards,

A[redacted]

Review: It took 2 hours on the phone and being bounced around to 7 different customer service representatives to connect my modem to the internet. Infuriating. I asked for some compensation because they did not offer it, and the best they could do was a day of credit. Which amounts to a couple of dollars. Apparently the compensation is adjusted to the problem, clearly my time is of no value to time warner. I strongly pity the customers who warrant a 15 dollar credit. Of course if this kind of thing is pretty standard I can understand why they do not want to give away their hard earned money and end up bankrupt from the bafflingly poor customer service.Desired Settlement: I was given a day of credit which amounts to 2 dollars, so I was told. A 10 or 15 dollar credit would have been acceptable. 2 dollars is an insult. There are many places that know the value that a little extra will do when they have committed so many faults. When it takes 3 people to fix an issue you need to do something for the customer, because the company dropped the ball. When it takes 7 there is something seriously wrong with the business. Appropriate compensation should be given.

Business

Response:

Thank you for contacting Time Warner Cable through the

Revdex.com. Please know that we take this matter

very seriously. We are committed to providing quality customer service and we

follow up when we hear that our customer experiences are less than

satisfactory.

At this time, a credit of

$10.00 has been applied to your Time Warner Cable account as a one-time courtesy.

We value you as a customer

and we appreciate your business. Please accept Time Warner Cable's sincere

apology for your recent experience.

Review: I called TWC on 9/15/2015 to start a new internet service and told technical support department that they need to send someone to connect the cable outside my apartment before I can use their service. They claimed they send someone on 9/16/2015 to connect the cable which we found out later it was not true. When I did self-installation inside my apartment after they claimed that the cable was ready. I got no internet signal. They told me it could be the problem of the modem I bought and advised me to get another one, so I returned that modem and bought a new one which was still not working. So I told them, the problem is not my modem, it was the cable line. They sent another technician on 9/18/2015 to check the line, I went downstairs with that technician to the TWC cable box outside my apartment building and found out the cable to my apartment was not connected at all! This is cause of my failed installation. After that technician connect the cable outside my apartment he wanted to go inside my apartment to test the signal and make sure it's connected. He did not tell me that TWC will charge me $29.99 to go inside my apartment. I already bought and install the modem myself twice before this guy come to my house, I did not need someone to plug-in my modem for me. I gave him permission to go inside my apartment to test signal strength but nothing else. TWC should not charge me the "EZ RESCE HSD" fee because they cause this problem for cutting my cable 2~3 years earlier when I cancelled TWC, as that technician admitted.Desired Settlement: TWC should refund the $29.99 "EZ RESCE HSD" fee. I am also expect some kind of compensation for the trouble they cause: I drove back and forth 20 miles to exchange new modem from store after they told me that the problem came from my modem which is false.

Business

Response:

I contacted Mr. Tao Zheng on 10/5/2015 and informed him that due to research, I was able to confirm that he wouldn't have been able to setup an EZConnect on his own. Due to this, I waived the $29.99 EZ Connect Rescue charge. In addition, I credited the customer's account an additional $20 for the inconvenience. Customer is satisfied with the resolution.

Review: I ordered Internet service with Time Warner cable on a Sunday, and I was told that someone would be out to connect my service to my apartment the next day. Monday I receive a call saying that the technician needed me to be there, so they cancel the appointment. I call customer service and they place me on a "special order" list and schedule me for Tuesday anytime from 9am-7pm. I waited at home and call around 12pm to see the status of my order and customer support confirms someone will be arriving by 7pm. At 6pm, I call again and am told that my appointment has been canceled. I would not have known if I hadn't called. I call customer support and they say someone will be there the next day. Again no one shows up. I reschedule for Thursday. I received a message saying someone came but couldn't install the service without my presence. I had been home waiting for them, but they didn't call or try to contact me before they left. Many hours have been wasted waiting and talking on the phone trying to have this issue resolved. In the end, it was not. Time Warner was unable to deliver the service I was owed, and I have canceled my service. The hours I have wasted could have been spent finding another service, attending work, or participating in any other activity. That is time I cannot have back.Desired Settlement: I want an explanation of why Time Warner cable believes it acceptable to create such a long window for installation only to cancel at the last hour. I want my money refunded immediately and I a written apology for their disgraceful service.

Business

Response:

TWC attempted to contact Mr. [redacted] on several occasions at the phone number provided in an attempt to resolve his reported issue. Unfortunately we have not been successful in reaching him. TWC sent him an attempt to reach email on October 1st to contact me at his earliest convenience.

Review: Back in November we began to experience problems with our Time Warner internet service. We reported the difficulty we were having in getting both of our computers to work at the same time. They said they would credit me for the weeks without service and send a technician out. They never sent a credit. They continued to bill me even though I had no internet service. The technician came out in December and concluded that he could not fix our problem. Consequently we went on two months without the internet. At that point I decided that we would go with another internet provider. The other provider set up our internet and we have not had any issues since. My attempt to contact Time Warner to let them know I've discontinued my service were met with long waits on the phone. I couldn't tell them by their chat service that I wanted to disconnect. I finally called today and was kept on the phone for nearly two hours trying to get Time Warner to disconnect my service. I was transferred to four different representative, each of who interrogated me as to why I was disconnecting my service. They also continued to ask who was our new provider, which I told them was none of their business. After close to two hours arguing with their repreentatives, my wife got into a yelling match with a very rude, unhelpful lady named [redacted].Desired Settlement: I would like Time Warner to discontinue our service with no further incident. I would also like to have my bill completely credited off, since I have had no internet service since the end of November.

Business

Response:

I've left several messages for [redacted] in regards to his TWC internet and billing concerns. The account is at a zero balance as requested and the internet service is disconnected. [redacted] has my direct phone number as I've left it on the phone number provided.

Review: I called Time Warner Cable at ###-###-#### on 8/18/13 around 10:00 pm to complain about internet services with the company. The services shut off at midnight every single night since I've activated my services with them. Rep was not being helpful so I ask to speak with a supervisor or a customer service rep that can better assist me he disconnected the call on me. I call a second time to complain about the way a customer is being treated especially with the cheap product they expect me to 5.99 a month to rent and it doesn't even work! Second rep asks me to verify my last 4 social which I cooperated with and he then says that never mind and ask me to verify more information.. I am already angry from the previous call and this person is being a jerk. I ask to speak with a supervisor and he doesn't want to transfer the call and instead put me on a 10 minute hold before the call was disconnected yet again. I am fed up with Time Warner Cable and the terrible services. The installation guy left a mess and didn't even clean up after himself. Very disappointed will cancel services if they won't stop hanging up on me.Desired Settlement: Call me back with a professional on the line instead of little children who hang up calls. I amextremely disappointed with Time Warner since I am a paying customer. I am upset to pay outrageous installation fees when they leave a mess in my home and not clean up after themselves. Drywall and paint is on the floor where he was connecting cables. Customer service reps hanging up on me twice in a row when I am trying to resolve a business matter is completely out of line.

Business

Response:

We apologize for any inconvenience that he has experienced. We are more than happy to have a technician visit his home to look further into this intermittent connection. We made attempts to call and help set up a visit for him. However, he can also call Time Warner Cable and coordinate a time that works well for him to have a tech to come and assist with this matter. Thank you!

Review: In October 2012 we fell for Time Warner's bundle for 79.99. November 2012 it went up to 89.99. over the years and my phone calls it is now 180.93, but our over due balance is 355.85.that was as of August 2015. today it's 500.00 they charge a month in advance and a late fees, for services they have yet to provide. Now they are continuing to charge us the monthly rate, ahead of time and we are not getting any service, but they won't let us shut off our service until we pay in full. the truth is we owe for 20 days, And we have been paying for a box we never had. sounds like a contract to me.Desired Settlement: we want to get our money back. pay for what we used and not have it on my credit rating. Most of all stop them from doing this to every one. There has got to be a law against charging people for services they did not provide. it's like buying a dress but the store won't let u ware it. Or paying to see a movie but you have to wait until it comes out on tv. IT's just wrong

Business

Response:

I spoke to Mrs. S[redacted] and apologized for the inconvenience. I went over her current bill and charges. As courtesy I offered her credit for $155.88 for nine months of equipment customer felt was being over charged.I also explained to Mrs. S[redacted] that due to she was paying for past due amounts, eventually if she didn't stay current services were going to be disconnected. Once the disconnect took placed I explained to her was left with a $390.81 balance. However, with the credit applied to her account for $155.88. Her final balance is $ 234.93. The call was disconnected. I called customer right back I was not able to reach her back or leave a message.

Consumer

Response:

Review: 10806311

I am rejecting this response because C[redacted] at that Time Warner, he hung up on me. he did not call back right away, as I am not sure when he hung up I was talking when I was done I heard nothing I said hello a few times, made the comment that this was unsatisfactory C[redacted] did not tell how much of a discount, his explanation as to why my bill had gotten so high was unacceptable, According to C[redacted] you can only go back nine months. My issues go back farther than that. Also I was being told I owe for September, when Time Warner cut me off August 31st 2015. He was trying to tell me I was a month behind in my payments. When in fact they have been charging me a late fee for money owed for services not yet rendered. The explanation for how my bill double by charging me for the next month to come was in complete opposite of what I have been told about my account since I started their services. C[redacted] did not address my issues with my internet which had been giving me problems for 2 and a haft months. C[redacted] stated that it shows I called the support staff many times and it was fixed, I said when I hung up it was working only to stop. he would not listen to me and said I was interrupting him when he was saying the same thing, he kept telling I discontinue my services when in fact Time Warner cut me off. he also could not show me any where in my writing that I agreed to these changes to my account over the years costing more money. He was going to see what kind of new deal he could do for me, put me on hold but it never came up again..

Regards,

D[redacted]

Review: On 9/21/15 I connected a new internet/cable service with this provider. I had a previous account as well. Representative Leonard charged my credit card $152.56 but applied it to my old account instead of the new account. He conferred with a supervisor by the name of B[redacted], admitted his mistake, then charged me $152.56 again to apply it to my new account, stating that the previous amount will be refunded in within 7 business days.Since that time, I have made 2 more attempts to obtain this refund. Each time I speak with a different representative who states that they have requested the refund be processed and then I'm told to wait another 7 business days. They will never transfer me to the previous rep or to the supposed supervisor B[redacted] in order to expedite resolution. It has now been nearly 4 weeks and I have yet to receive this refund.Desired Settlement: If I have not obtained a refund by 10/21/15 (4 weeks after the issue occurred), I will cancel my account and file a fraud claim with my bank for this charge.

Business

Response:

Thank you for contacting Time Warner Cable through the

Revdex.com. Please know that we take this matter

very seriously. We are committed to providing quality customer service and we

follow up when we hear that our customer experiences are less than

satisfactory.

At this time, a refund has been processed back to your

credit/debit card used to make the payment and should appear back on the card

no later than 10/23/2015.

We value you as a customer

and we appreciate your business. Please accept Time Warner Cable's sincere

apology for your recent experience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10861356, and find that this resolution is satisfactory to me.

Regards,

B[redacted]

Review: Overbilled $80/month for 6 months. Billed despite services not rendered as promised. Cable boxes were faulty - Time Warner technician confirmed.

In January 2014 we received new cable boxes due to some malfunctions. Our cable boxes never worked properly after that. I called every month, sometimes several times a month, for six months. My constant complaint was the malfunctioning of the cable boxes. Time Warner neither wanted to send someone or admit to any problems with the boxes. After several months, I called in on 6/17/14 & spoke with [redacted] & [redacted]. I was having 1) billing issues 2) technical/cable box issues that were ongoing as discussed above. I was told that our bill issues would be resolved & that the payments would be $91.22 for the next 6 months. I was given an exact breakdown of the cost. I was also told a technician would come out - no one did. I took several videos on my phone over the next few months to document all the difficulties & I called back in. I have many videos that show that the cable boxes have not been working properly. More so, Time Warner overcharged us, starting in July, by billing us at $170 a month instead of the $91.22 I was told would be the cost. I spoke with [redacted] on 12/30/14 & [redacted] a supervisor. Before helping me, they insisted on sending a technician. [redacted] said he would follow up with me directly...he never did. On 1/5/15 a technician came out & determined that our box was receiving "fail" errors due to a code not being in place. This had been occurring the entire time we had the box as the Time Warner office did not set it up with the proper codes. I was told the box would work fine now. I called back in on 1/13/15 and spoke to Steve to explain that the box was still not working right and to inform Time Warner that I wanted to cancel our service. He also informed me, at that time, that we had been paying $170 a month since July 2014. He applied a courtesy credit of $113 & $153 but could not remedy the overage. I then spoke to a supervisor, Urai, who refused to issue any other credits. I asked him to cancel the service & it has yet to be canceled. I also told him I was in dispute of the billing overcharges. He told me to go online and fill out a dispute form regarding the billing charges ($80 extra a month for 6 months). I have looked online and cannot find any dispute form. I contacted live chat twice for help. I have transcripts that show that there is only a general form, no formal complaint form as I was led to believe. I sent the general form and typed out a complaint. I have yet to hear anything. I am requesting a credit on our account or refund of $480 --- 6months X $80 = $480.Desired Settlement: We were over billed $80 a month for 6 months beginning in July 2014. I am requesting a refund or account credit of $480 ($80X6months).

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. I made several attempts to reach the consumer with no call backs unfortunately. As a courtesy the consumer was provided a new monthly rate of $57.99 before tax which would save him $251.28 for the next 12 months starting 2/13/2015 through 2/13/2016. In addition he was previously credited $294.92 towards his account. We want to ensure the consumer is aware that we value him as a customer and appreciate his business.

Review: I attempted to upgrade my internet service via my online portal with Time Warner. The offer I was presented with was the Turbo service for $44.99 per month which I agreed to and received an order confirmation number ([redacted]7). I received an automated email informing me that I had to call customer service to complete my order. When I called customer service I was informed that they were unable to locate my under number and also informed me that the promotional offer I saw online was invalid. When attempting to transfer me to another representative for assistance I was disconnected. I tried using the online chat service to see if I had any better luck but was met with the same response and told to try calling customer service again. I did call customer service again where I was informed that the promotional offer I received was accurate and available to existing customers but the system was not allowing them to perform the upgrade at which point our call was again disconnected. I had to spend 3+ hours dealing with an issue that was supposed to be easily handled online and I still have no resolution.Desired Settlement: I want the online offer of Turbo internet service for $44.99 per month honored. I went back online and obtained screenshots of all the promotional information I located on your website so that there can be no question of the validity of the offer.

Business

Response:

I telephoned and spoke with Mr. Mialaret in regards to his concern. I apologized for any inconvenience that this may have caused. I made him aware that I was able to extend the $44.99 12 month promotional rate for turbo internet. Mr. Mialaret was pleased and thanked me for my assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9991774, and find that this resolution is satisfactory to me.

Regards,

Review: I received my monthly bill from TWC I was surprised that it was higher than normal. I looked at the brakedown of my bill and noticed that there was a charge for a fight on 4/11/14 for the amount of $75. I called them on 5/10/14 to find out who had ordered this fight because no one in my home had done so. When I called to ask who they had on file as the person that ordered the figh they couldn't tell me. They said that they had a call that whent in @ midnight ordering the fight. I told them that I had not authorized the purchase of that fight and if the bill was under my name whay where they not verifying who the caller was. They refused to drop the charges. I told them their customer service sucked becasue I had been a loyal customer for over 10yrs never have made complaints or disputed charges and they could not help me with this problem. They tried to offer me a discount of $40 but that is not enough. I should not have to pay for something I did not order or authorize the order of.Desired Settlement: I would like the $75 charge for the fight I did not order or authorize to be dropped.

Business

Response:

Good afternoon,

TWC apologizes for any inconvenience this issue may have caused our customer. The customer has been informed on the use of parental controls in order to avoid any future unauthorized purchases. As a courtesy the charge for the PPV event has been credited, $69.99, along with the agent assist fee, $5.

Thank you!