Time Warner Cable

Review: In Nov 2012 I contacted Time Warner Cable to disconnect my phone services due to my cell phone, I receive most of my calls on my cell phone and didn't need a home phone. As time went on I assumed it was canceled. Due to the fact I pay my cable bill on line which don't have the bill itemized it only has the pass due and the current due. I didn't know it was still on my bill. I happen to physically looked at the bill and noticed the phone charge. I contacted time Warner cable and was told that she saw where I called to cancel the service in Nov but all they could credit me was 1 charge $39.95. I am owed $359.55, I don't feel I should pay for their employee's negligence.Desired Settlement: I would like a credit of $359.55

Business

Response:

Please re-direct this complaint to the corresponding Revdex.com office. Time Warner Cable in Southern California does not have access to Charlotte, NC accounts. We apologize for any inconvenience this may cause the customer.

Review: Ordered a Move service for the 15th of August they turned off phone service at previous address ten days early and took three days to turn on. Then on the 15th the tech came out and said the line was bad, even though the previous owner at nea address had time warner. They promisdd issue would be reaolved by 8/17 or 18 at latest. We spoke with an agent #BVP who promised to have someone there on Tuesday at 9 to 10 AM. Then today spoke with impolite Derrick,#0CP, who said no way anyone will be there tomorrow and earliest is Friday 2 -3 PM. They lied numerous times and neprovided lousy service, their promises are falsehoods, BVP had told me Tuesday was Firm.Desired Settlement: 1) for three weeks of false cliams, one full year of free service, just for the grief and lies they put us thru. 2) Apologies from Management for lies we have been told. 3) immediately correct issue and 4)stop promising people things they have no intention of delivering.

Business

Response:

We contacted Ms. S[redacted] on August 19, 2015 and apologized

for the inconvenience regarding her issue. Ms. S[redacted] was successfully installed

on August 22, 2015. We followed up with Ms. S[redacted] on August 25, 2015 and

Ms. S[redacted] stated she is happy with her Time Warner Cable services.

Review: This company as called over 10 days in 5 days regarding sales. We have told them to stop but the calls continue. The number calling is ###-###-####.Desired Settlement: Simply Stop the sales Calls.

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, your account has been marked to no longer receive marketing sales calls from Time Warner Cable. Time Warner Cable cannot control marketing calls from other companies. If you wish to be removed from all marketing calls, please visit www.donotcall.gov to register your phone number.

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 10753976, and find that this resolution is satisfactory to me.

Review: I have been with time warner cable for a number of years. In the past two years I have been having problems with my internet and phone service. I have made numberoue of call to there office (re) fax noises in my phone service. There have been numberous time I am unable to make call and my family and friends have had problem of geeting though. The company has sent out someone three times and as of today the issue still comtinues. I don not have a fax machine this should NOT be in my line.Desired Settlement: Resolve this issue. This is very inconvience foe me. not beening able to use my PHONE.

Business

Response:

Time Warner Cable apologizes for any frustration you may have encountered with your home phone and internet service. A Time Warner Cable technician did rewire and replace your existing equipment on 03/04 to resolve any of the reported issues and a credit has been applied to the account as a courtesy. Feel free to reach out to the Time Warner Cable representative who assisted you should you experience any further issues. We value you as a customer and appreciate your business.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10463195, and find that this resolution is satisfactory to me. Regards, [redacted]

Review: My cable TV and internet service with Time Warner Cable (TWC) ended on 7/21/2014. I have the receipt dated 7/21 at 1:54 PM showing that the cable box and wireless modem were returned to formally close the account. I continued to receive billing statements - the first covering the time period for 8/4-9/3 (statement date of 7/25/14). I called TWC on 8/4 (after receiving this bill for $46.12) and was told the account had been closed and that there was a $2.58 credit on the account which would be refunded to me within one month. Then I received a new statement for the period of 7/22-8/21 (statement date of 8/3/14) which showed the $2.58 credit with "NO PAYMENT DUE". Then I received a statement for the period of 8/22-9/21 (statement date of 9/3/14) which again showed the $2.58 credit due to me. Then I received a statement for the period of 9/22-10/21 (statement date of 10/3/14) showing the $2.58 credit from the previous month and a $2.58 "one-time charge", leaving me with a $0.00 balance. There was never any description for this $2.58 charge. I was originally told by a TWC customer service representative that the $2.58 refund would be sent to me. Three months after I closed the account, I still haven't been refunded my money and now they are assessing a one-time charge for an unknown reason. I called TWC today (10/16/14) and was told that there was an "error" in the billing and that I was due $1 and some change. Again, this is unsatisfactory to me given I was never informed of the change or the reason for the change. All bills, receipts, documentation are available if needed.Desired Settlement: In order to resolve this matter, I would like to be refunded the $2.58 owed to me plus $10.00 for the phone call made on 8/4/14 and $10.00 for the phone call made on 10/16/14 ($10.00 per phone call seems to me to be a reasonable amount to request given the time wasted from my day). This sums to a total of $22.58.

Business

Response:

I made contact with Mr. Emis and apologized for any inconvenience he experienced. I explained and resolved his billing concerns by requesting from Banking Services a refund check in the amount of $22.28 be issued. Subscriber advised to allow 4-6 weeks for processing.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10269257, and find that this resolution is satisfactory to me.

Regards,

Review: I have been having issues with receiving the product im paying for. I pay for a speed that im not receiving and time warner won't send someone out to fix the issue. Then I came home yesterday from work and time warner shut off my internet without any notification or authorization. I called and they said they don't know why they shut off my services and gaurteened it would be working today 9/25 and it still is not. I'm being charged for Internet when it doesn't work. They said they can't send someone for 2-3 weeks to fix the issue. This is not ok.Desired Settlement: I want a refund of service and I want time warner to provide the service im paying for.

Business

Response:

Mr. [redacted] was informed that he was placed on the exception to receive the Dell tablet. He understands that the processing time can take up to 1-2 months to receive.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10237775, and find that this resolution is satisfactory to me.

Regards,

Review: On 8/2/13 I received a call from TWC sales. The agent informed me the call was being recorded and offered me an upgrade to my existing TWC services (to "Turbo" internet and adding phone service). The sales agent told me I would not have any increase in the rate I was currently paying for my lower-end internet service, saying that TWC simply wanted me to try the better services. He knew the services I currently had and the rate I was paying so I know he was an authorized TWC sales person. I verified with him during the call numerous times to make sure I would be paying only what I am now. He stated the combined monthly rate of $19.99 for these services would be in effect for the next 12 months. I accepted the offer and an order for the services was placed and an installation date was scheduled.A couple days later I called TWC to confirm the order. On that call I was told of a higher rate on the services for the order. I feel this is a form of bait & switch, I've heard of TWC doing this to others, and I've had ethical issues with TWC since I opened my account with them one year ago (including significant problems getting the promotional rewards card that so many others have complained about as well). I then decided I'd ask TWC to investigate this situation. I called again and spoke to a supervisor who promised me he would look into the situation. Finally he did call back once and left a voice message saying he was offering me a promotional rate on the services and he would need to talk to me about it. I literally spent many HOURS of my time over the next TWO weeks trying to get back in touch with him.I finally was connected to the supervisor who I first spoke to (Rob, ID#RC8). He again offered me the promotional rate for the offered services a monthly discount of $15 to my account which would still be a price increase to me. I asked him to agree to the stated price in my TWC offer. He declined to do so.Desired Settlement: Very simple, I'd like to receive the price on the package that TWC offered me.I further asked the supervisor if there was going to an investigation, as we discussed per our first conversation, to see why I was offered something they would not produce. He then told me there would not be any investigation. I would like TWC to conduct an investigation and release the results to me and agree to stop this unethical practice so that this would not continue to happen to other consumers.

Business

Response:

On 08/23/2013 I forwarded this complaint to Outbound Sales & Contractor leadership to see if they can locate who actually spoke with Mr. [redacted].

On 08/26/2013 at 4:46pm I left my 2nd voice-message with my contact information and my hours of operation.

On 08/27/2013 at 9:30pm Mr. [redacted] left a voice-message for me indicating that he is currently not in town, but he will contact me when he is back in town (he did not indicate when this would be but the installation is scheduled for Friday 08/30/2013)

On 08/29/2013 at 4:36pm I spoke with Mr. [redacted] and apologized for his previous experience. I let him know he is scheduled for installation tomorrow (08/30/2013 3-4pm) and he said he will have to check his schedule and possibly reschedule the job.

Once the installation is completed I will honor the original pricing

Consumer

Response:

Review: I received my bill and after almost 2 years with Time Warner I got a charge for modem lease and an increase in price for the service. There was NO notification and the when I called Time Warner the person was extremely unhelpful. There is no way that charges should be increased without proper customer notification. The customer service representative was extremely rude.Desired Settlement: I should not be charged for a modem lease. This was just 'oh we are now doing this'.

Business

Response:

TWC has left multiple voicemails for Mr. R[redacted] and a letter with my contact information has been sent. On February’s 2014 statement TWC notified all customers about the rate increase or equipment charges which would begin on their next month’s statement. Mr. R[redacted] may purchase his own modem to avoid the modem lease fee. We apologize for any inconvenience this issue may have caused.

Review: I had been using TWC for TV, internet and phone service but they kept increasing my bill as they continuously advertised great offers to NEW customers. I had been a loyal customer ,paying on time for years. We had gone through several rounds of me calling about the poorly explained increases in my bill where they would decrease it with the flick of a button, we would come to an agreement of the cost and then my bill would gradually increase over time again and again. It feels like an unpleasant game they play with loyal customers, almost like we are adversarial.I got tired and decided to switch my TV service ONLY to another provider. After I did this my cable speed decreased significantly, again for no clear reason. It's as though I was punished for wanting to exit the laborious process of calling about the ever increasing bill. Now my cable /phone bill is increasing and the internet speed is significantly slowing. I've been on the phone with TWC 3 times in one week due to problems with the modem, slow speed or service interruption. I will also note the customer service rep that took my call to d/c TV was very rude,a bit arrogant and asked personal questions about my viewing habits that were uncalled for and intrusive.Desired Settlement: I would like my internet service to be the same speed it was before I terminated the TV service.

Business

Response:

TWC has left multiple voicemails for Ms. P[redacted] to further assist with resolving her issues. We will send out a letter requesting Ms. P[redacted] to call back at her earliest convenience to further address her concerns. We apologize for any inconvenience this issue may have caused.

Review: I moved november I had set up an appointment to transfer my internet service. Since I wanted tv asap and directv could come out for a week I chatted with a repOn the website I specifically told him that I wanted to add cable tv ONLY if he cld keep the same appointment. He assured me that it was ok and thst both internet and canle would be installed (i think the next day) . After chatting online I receive a call from apologizing saying that he was unable to add the cable service. I said that was fine just to install the internet he them he already cancelled my original appointment and couldn't get it back! And only had one for three or so days later! The purpose of adding cable was too have it done sooner since directv couldn't come out. I wanted atleast the internet so my grand kids could use netflix. So then we move and im paying the bills according to the emails I get. Around the 18th of november 13' my internet was not working I called and the rep says I was pastdue I told him the date I made the payment, he apologized and said the syst didnt recognize my payment he restored the internet. Then I go out of town dec 27th-dec 30 those days the internet was turned off. I call customer service where they tell me that the payments ive been making where going to the old address account and it was never closed by mistake. They promised the funds would be transferred so my new address account would become current. The restored my internet and told me to check in 7 days to make sure the funds where transfer. Today I check and of course they where not! It took 1 hour to get it resolved. I spoke with customer service, the cancelation department, the movers department, the rep I talked to from the movers department transferred me back to the automated systems as if she didnt care and just wanted me off her phone. I then was on hold again for 10 minutes. I asked for a supervisor was left on hold so the rep could tell Me there was no one available to take my call! I should have been treated better!Desired Settlement: I want my bill adjusted to my old rate of $39.99. Its funny how only new customers get the best deals!

Business

Response:

We apologize for any inconvenience this issue may have caused. TWC has made multiple attempts to reach the customer but have been unsuccessful. We will be sending an attempt to reach letter requesting customer call back to further address the consumer’s concern.

Review: Bad in-store customer service/bad delayed repair service/bad customer complaint service :I was never informed by Time Warner Cable I was being charged $10 @ my 2 properties for "renting" their motem. When I discovered this, I purchased my own modems. There was a problem w/ the connection of the motem @ Woodland Hills location causing me to have no internet service. TWC could not have anyone out to repair it for 2 days! The following day on 4/10 I went to TWC's Van Nuys, Ca. location @ [redacted] Covello St. to turn in their 2 motems. I was informed by TWC employee I could use their lobby internet. However, they did not have a customer bathroom so I had to leave & return. When I returned approx. an hr. later, I was unable to log in to their Wifi. My employee (black girl w/ braids) who had been so helpful was gone. I asked the mexican girl (last on right) if she could help me. She knew nothing. I asked her to call the Supervisor. She said she would but DID NOT. I was watching her the whole time I sat there (approx. 30 min.) I went up to the mexican girl next to her (2nd from right) & asked her to call Supervisor. She refused, saying the other girl already had (which she knew she had NOT.) I then went to far left side of counter & phoned TWC to ask them to send Supervisor out to counter. I asked black man there behind counter if he knew where Supervisor was. He said he was in a meeting & would be out in 5 min. I told him I had asked for him 1/2 hr. ago. He said I could log onto TWC's lobby computer in the lobby rather than my own. While trying to do so, I spotted a man who was assisting another customer. I asked if he was the Supervisor. He said he was. His name was Arthur. I told him I'd asked the 2 girls behind the counter to page him an hr. ago. He knew nothing about it. THEY NEVER CONTACTED HIM AS I'D SUSPECTED. I pointed out the 2 girls to him. He tried, but was unable to help me. He called the more computer savy black guy who came & helped me log on. So much time had passed, my disabled daughter & dog had been sitting in the car in the pouring rain for over an hr. waiting on me, a disabled senior citizen all because of 2 dishonest TWC employees to lied to me. I left without getting all my emails or being able to respond, causing me 2 days of lost income from my business. My complaint on the phone was never processed. On 4/10 I called TWC again & spoke w/ Randy. She said a Supervisor would contact me within 24-48 hrs. NO ONE EVER CALLED ME. On 4/14 I called TWC again & spoke w/ Supervisor Robt. in San Diego who said it would be passed on to the appropriate Supervisor. He refused to give me names of persons it would be given to, if anyone would get back to me and if so who or when, just an estimate of 7-10 days. I asked for a month's credit on my bill for all the problems- stress & time wasted (1-2 hrs @ TWC store & 3 phone calls to lodge a complaint) which he refused despite the fact I have been a loyal TWC customer for 20 yrs. @ 2 locations & pay my bills 3 mo. in advance!Desired Settlement: Would like the 2 girls who lied to me fired. I would also like one month's credit on my bill.

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. As a courtesy we have applied a credit to both of Ms. [redacted]'s active accounts in the amount of $40. We want to ensure the consumer is aware that we value her as a customer and appreciate her business.

Review: I signed up as a new customer for TWC in June 2014. At that time, there was a promotion for Los Angeles, where I live, which guaranteed a $300 Visa Gift card for customers switching from a competitor provider. I signed up for the package and sent in proof that I had previously been a Dish Network customer. I was told initially that I qualified for a $100 Visa Gift Card. Upon immediately being surprised, given the blatant advertising for a $300 visa gift card, I called customer service multiple times and explained the situation. I was contacted by a manager who said they had understood my concern and had upgraded my reward to a $300 gift card. I patiently waited the mandatory 90 days or so, before the reward was to be issued. I was extremely frustrated to find that only a $100 gift card was issued, DESPITE A MANAGER CALLING ME TO TELL ME THEY HAD ENSURED THAT I WOULD RECEIVE A $300 GIFT CARD. At this point every time I call customer service, I get the run-around, get put on hold for unacceptable periods of time, get told time and again the issue has been fixed only to find that it has not. I am not longer going to try to interact with TWC about this since they are clearly playing games and engaging in predatory behavior, false advertising, and making false promises to customers. I will not take this kind of treatment and insist that TWC answer to an authority like the Revdex.com about why they continue to treat a customer as they have treated me.Desired Settlement: I would like the full $300 visa gift card AS PROMISED and GUARANTEED by TWC in their advertising and subsequently in their communication to me. As I have already received a $100 gift card, I expect to receive the remainder of the $200 in a prompt manner, or else I expect to receive a prompt communication by TWC to CANCEL MY SERVICE and immediately switch to a cable provider who respects customers and EARNS their business, instead of taking it for granted.

Business

Response:

Time Warner Cable apologizes for any misinformation related to the gift card. We are pleased you received the $100 rewards card. As discussed, the account did not qualify for a $300 rewards card based on the current package. As a courtesy, we will honor a $200 credit towards the account as agreed in our conversation. Thank you for the opportunity to address this and we are pleased we arrived at a resolution.

Review: I have been paying for services from Time Warner for the past 2 years, I recently moved and called to change my services to a different location. I was scheduled for an appointment and when the technician came in to install the services he said "WELL ITS ALOT OF WORK BECAUSE I NEED TO GET TO THE NEIGHBORS BACKYARD TO ACCESS THE POLE" at the time the neighbor was there and he said "well its too windy today ill reschedule you" I asked if it was going to be possible to install services, he said " your better off calling AT&T because they can install it easier" I was in awe after his response how can a Time Warner employee reccommend one of its top competitors, so my appointment was rescheduled. The next technician that came in said " well I dont know why the other guy didnt just do it, its alot of work but it can be done, I said well he said I should call ATT and get my services with them and the technician said " really? those guys are so lazy" again another service flaw instead of practicing service recovery he followed with a negative comment, again I had to reschedule the neibors werent home. SO another technician came a week later, they said well it can be done but its too dark right now so well have to reschedule, its been 1 month and I still havent had anyone come and install services. Every person that I speak to including management has been useless.Desired Settlement: I would like some sort of discount for the time I am Without internet services. I also would like someone to come and install services or tell me no we cant so that I can change providers.

Business

Response:

TWC has made numerous calls to Mrs. [redacted] without a return call. The Internet installation was rescheduled for 3/25/14, and completed. At this time we have not been able to follow up with Mrs. [redacted] to verify all is well. As a courtesy for any inconvenience had, we have applied a courtesy credit in the amount of $25.46 for the days she was without Internet service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9981445, and find that this resolution is satisfactory to me.

Regards,

I had one attempt by the company to reach me I returned the call and left a voicemail, no return call was made. My services have been installed I was without service for 3.5 weeks I pay 51.00 a month so I will only be credited half?

Review: In their invoices, the company sub-itemizes an item insufficiently. Since a recent rate hike, their itemization is even wrong. On my further inquiry by e-mail, the company sub-itemizes the questionable item by e-mail, but by amounts that do not match the invoice contents. For several months already, the company has been issuing these wrong invoices. In order to make them issue reasonably reproducible invoices, I've been fighting an e-mail battle with them to no avail. A short form and the long version of this e-mail exchange is attached.Desired Settlement: Make them issue reasonable invoices that correctly and completely reflect the items to be paid for.

Business

Response:

Mr. Iloff’s bill was averaging $111.72 a month after taxes. His 10/04/13 statement reflected his rate has gone up $3 and his bill is now 114.78 after taxes.

Mr. Iloff has been continuing to pay his $111.72 amount and the $3 a month has been caring over to his next statements. Information regarding the rate change was on his 8/04-9/03 statement. I contacted Mr. Iloff on 12/2/13 to explain his bill to him and he informed me to write the Revdex.com back with an explanation of his bill. Mr. Iloff can contact me Monday through Friday 8-5 at 310-216-5520 for any billing explanation .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9821433, and find that this resolution is satisfactory to me.

On 2013-11-30, I received the company's most recent invoice that has been fixed in a way that I can't complain anymore for the time being. The case has been resolved.

Thanks so much for your assistance

Regards,

Review: After canceling my account with Time Warner Cable on February 3rd I was instructed by the Time Warner customer service agent to return the equipment same day to avoid charges for the following month. I dropped everything and rushed to return the equipment. I returned the equipment. The customer service agent at Time Warner Grove confirmed that he received the modem in proper condition.I received a letter dated March 11 from collection agency IC System from St. Paul, MN for monthly service fee for $86. I received the Time Warner bill on dated March 26 showing balance $86.93 from 03/04 - 04/03. I called the Time Warner customer service agent, they apologized for the error and asked me to contact the collection agency since the collection agency is already involved. I called the collection agency, they asked me to mail a letter explaining the whole story. I wrote a letter and mailed it to them promptly.I received another bill from Time Warner last week showing the balance of $86.93 due for 03/04-04/03. I called Time Warner customer service again, the agent assured me that it was a mistake and it has been taken care of. I asked him to send me the confirmation email, he said the their policy doesn't allow them to confirm via email or letter but he assured me that I will not be receiving any more bills from them.Today I received a letter from another collection agency Credit Management LP from Carrollton, TX for Time Warner balance of $103.93. I have wasted significant amount of time disputing this bill, my time is lot more valuable than chasing what is obvious. Its illegal, unethical and consumer harassment. Their bullying of a long-term customers has gone too far. Desired Settlement: I want them to stop harassing me and send me a written apology also state in writing that I don't owe them anything. I also want them to take responsibility for sending credit agencies after me. I do not want to be mailing letters to collection agencies every few weeks explaining the same story.

Business

Response:

One of our agents reached out to Mr. P[redacted] to explain the remaining balance that was on his closed Time Warner Cable account. The remaining balance was actually left from service period 1/3/14-2/2/14, prior to Mr. P[redacted] disconnecting the account on 2/3/14. When the billing prints it automatically continues the rolling dates on the service period, but the detailed billing did not have current monthly service charges. Mr. P[redacted] agreed to pay the $86.93 and as a courtesy Time Warner Cable waived the $17 collection fee and had the account recalled from the collections agency.

Review: My monthly modem rental fee was increased without my prior knowledge and without prior notice. Further my monthly rate for internet service was also increased due to an end of a promotional fare that was never communicated to me that that was the reason for my reduced rate, nor was it communicated to me when it would expire nor that it would be expiring prior to the rate increase.Desired Settlement: A reduction of the rate to my previously agreed upon rate and future policy change to make these fees and discounts better known and provide advance notice of their increases.

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.

Please understand that all

promotional rates with Time Warner Cable expire and are not guaranteed for the

life of the account. These increases are communicated on the billing prior to

the increase to inform the customer. Additional discounts may always be

requested, if available, by calling TWC Customer Care.

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:

Review: 10850390

I am rejecting this response because: contrary to what was stated, I was never informed of an increase in the monthly rental fee for the router. Further when I spoke with a representative from the customer service team, she could find no record of any notification of the increased fees in the bills going back 6 months, nor through any other form of communication. If Time Warner's policy is to make notification of these fee increases then they have failed in executing that policy. I would request that Time Warner actually look into the matter and identify where and when the fee increase was announced as neither I nor the customer service representative I spoke with was able to find any such notification.

Regards,

G[redacted]

Business

Response:

After reviewing your account, the information about the

increase of the modem lease fee was printed on the 12/17/14 bill. The statement

indicated that the current lease fee of $5.99 would remain on the account until

the end of the promotional period, for your account that was 9/27/15. At that

time the modem lease fee increased to $8 per month. As previously stated, all

increases in billing are indicated on the bill.

Review: I use Time Warner for cable internet services and they have rented me a modem for several years. Once I discovered I could buy the same modem for less than I rent for 3 months, I purchased my own modem. While calling to activate my new modem I was informed that the modem (exact same model as TWC provided me) was only providing me with 10 kbps service while the upgraded service I've paid for over 3 years should provide me with 100 kbps service. So I was told that I needed a different modem this was news to me.Essentially TWC provided me with equipment that didn't match the upgraded service I had been paying 3 years for.So I call customer service because I feel that I deserve the extra amount I've been paying for upgraded service, but not receiving, for whatever term I've been using the TWC provided modem. The lady said that they sent out "many" notices that I would need new equipment to take advantage of the faster speed. I can assure you that I was never contacted either on my bill, through snail mail, or email, or phone. I rely on fast internet connection for my work and would have been one of the first in line for this had I been informed. The lady I got on the phone offered 2 months refund but this was not satisfactory for me so I asked for a supervisor.She transferred me and I was placed on hold for an extraordinary amount of time, only to be told that all supervisors were busy and that they would call me back. 2 days later I get a call from a supervisor early evening (maybe 7-8 PM) and I was not able to take the call. The supervisor leaves the same customer service number for me to call and repeat the whole process over again (no direct line or more convenient means of contact).Desired Settlement: I want to be credited the extra amount I've been paying for upgraded internet service, but have not been receiving due to equipment TWC provided to me. I was offered 2 months credit, but this is not satisfactory as I've been paying this fee for years.I am also now also stuck with a modem I've purchased (exact same model as provided by TWC) thinking I'd save myself some money. Would be nice to receive compensation since TWC did not notify customers (me) that a different model is REQUIRED.

Business

Response:

TWC contacted Mr. Hester on 8/12/15 to address his concern. We apologized for the inconvenience we may have caused. TWC and consumer have come to a mutual agreement to resolve his concern.We applied a credit to his account to compensate for charges received. Customer has been made aware credit adjustment will reflect on his next statement. We instructed consumer he will need to upgrade modem to take advantage of Ultimate 100 speeds. We provided a link to the twc.com website showing a list of TWC approved modems both for purchase and lease. Customer inquiry about the Cooking Channel. As a courtesy I added the Variety Plus package that includes the Cooking Channel at no additional charge for 12 months. Customer is aware of regular rates after promotional discount ends.

Review: I'd like to start off by saying that I really didn't want to write a complaint. Customer service was just unable to help me and it's really, very frustrating. I've called in several times, for what I felt was a reasonable request and I just can't get the help. I just wanted to lower my bill, so I requested to remove cable and to just have internet and phone services. I wanted a bill of under $50 a month to make it more budget friendly for myself and family. I called in the first time, the customer service rep said she could not remove just cable from my bill, a couple of weeks later, all of my services were turned off. I called to have just my internet and phone turned on, the rep gave me a "free" upgrade for the inconvenience and told me I'd have to call in to have the $20 a month fee removed after 24-48 hours, and that she made a notation on my account, so it would be a simple process. I called in to do that today and the customer service rep stated the previous rep had lied to me and that she was unable to process the request. So I tried to lower my internet selection and she said she couldn't do that. She then told me she would talk to a supervisor advising said supervisor of my situation and get me the needed help. When I spoke with the supervisor, she had no idea what was going on, we then lost connection, or she hung up with me when I got frustrated. I never got mad, raised my voice or was aggressive. I simply asked if she was aware of what was going on with my account or if I was lied to yet again about being helped. I'm so frustrated and don't know what to do. I just wanted a lower bill, internet services and phone services. Please help. thanks.Desired Settlement: Please just adjust my bill. I'm also trying to use the wifi and phone app from Time Warner but I'm having issues getting my "profile verified". I was never able to ask for help with those items, it never made it that far via phone call.

Business

Response:

Thank you for contacted 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.

We have verified the pricing you were promised for your services and waived the $20 charge for the additional internet speed on your account for 12 months.

Should you have additional problems accessing your account online, please contact our 24/7 Customer Care department for assistance.

We value you as a customer and we appreciate your continued 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 10697219, and find that this resolution is satisfactory to me.

Review: I called Time Warner Cable (TWC) on 8/12/14 I spoke with TWC agent Victoria who told me about the current promotion for new customers.*Note that I had never been a customer with TWC before and this was the first time I heard of such promotion* Victoria stated that if I signed up for the Ultimate Internet + Cable Package and completed the 90 day trial I would qualify to receive a promotional Dell Laptop Tablet. From there I elected to receive the promotion package and Victoria signed me up. She confirmed that nothing would disqualify me from receiving the promotional gift as I elected the Ultimate Internet + Cable Service indicated. She said the cable would include free 12 months of the Spanish package. She set the installation appointment. The technician showed up on 8/18/14 to install my cable and internet service and when I implied about this promotional gift package that I was enrolled into by Victoria, the technician advised that to qualify for the promotional gift, I just needed to register my account online with mytwc.com and pay the bill on time. I always paid my bill on time and there was no reason I would be disqualified for the promotional gift. Every time I called customer care regarding my eligibility, I was always reassured that I was on tract for receiving the gift. I was told that the conversations are recorded so any representative handling the promotions could refer to the phone calls I made. For example, I spoke with Claire on 10/19/14 who said I should receive my redemption code on 11/17/14, with Jen(ID: ILK) on 10/26/14, ticket #19872817 who confirmed that all my payments were made on time, I was always on top of my bill and I would be receiving my redemption code on 10/31/14 to register for my promotional gift. Since I was given the run around, I asked to speak to supervisors: 11/20/14 I spoke with [redacted] (ID 12[redacted]7) ref#20[redacted]3, and he could not resolve the issue, Heather (customer care supervisor) who said I qualified and I was going to be added to the list.Desired Settlement: The Dell Laptop Tablet or a refund of $458.61 (the total service charges I paid).

Business

Response:

TWC contacted consumer on 12/24/14 to address her concern. TWC apologized to customer on the trouble she had to claim her reward. Consumer has been notified that her reward request has been submitted successfully and should take 3-4 weeks for her to receive her reward. No further assistance was required. Consumer has been provided with my contact information if further concerns arise.

Review: I have had Time Warner Cable for almost 10 and my family for almost 18 years. This last week I transferred my business to AT&T because Time Warner has been negligible in allowing intrusion into my network by its employees. Even after having a firewall, McAffee technical Support 24/7, and active computer anti-virus my computer has been attacked and security breached at least 6 or 7 times. Every time I call I need to go through a hoop of options just to land with a representative stating that I need to pay my balance before they can disconnect my service. Even after I mentioned that I was not willing to continue doing business with them they would not disconnect my service. They also requested I had to go the office and return the equipment because they were not going to come and pick it up. I made 4 calls and I got ignored 3 times by hang up, complete silence, and hang up.Desired Settlement: I would like to receive a refund for the past 6-9 months of service given that I had to spend tens of thousands of dollars to insure the network is secure over and over again plus I have also needed to buy network equipment (hard drives) that have been damaged or breached. Thank,

Business

Response:

I spoke to Mr. [redacted] and apologized for any inconvenience he experienced. I let Mr. [redacted] I will credit his account $20.00 for the missed appointment. Mr. [redacted]’s bill has been backdated to 9/19/14 as the date he requested to be disconnect. Mr. [redacted] is not satisfy with our resolution.