Time Warner Cable

Review: I tried to call time warner cable so that I can cancel my service (they keep raising the price on me), but they refuse to answer their phone. I was on hold with them today for 30 minutes just trying to talk to a customer service agent, and eventually had to hang up. they don't let you know how long the wait will be, and don't offer the possibility of leaving my number so that they can call me back when someone is available.I don't have hours to waste just trying to get them on the phone. if their serious about customer service, they should have more people available to speak with their customers.Desired Settlement: I would like a time warner cable customer service agent to call me so that I can cancel my service.

Business

Response:

TWC spoke with Mr. [redacted] in regards to his concern. The cable service was disconnected as requested and charges were stopped as of 6/22/2013. We apologized for the excessive hold time.

We also made him aware that we would not be able to grandfather his $29.99 promotional rate for standard internet.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9640842, and find that this resolution is satisfactory to me.

Review: I began receiving calls from a collection agency ~2 weeks ago, who told me the charges came from Time Warner Cable. I called TWC to ask what the bill was for, and they could not find an unpaid bill. I called back again to confirm, and this time they found a "missing equipment" charge. A few months ago, I TRANSFERRED my account from one apartment to another. A transfer should include the SAME equipment, but somehow the tech decided to install new equipment without informing me. I never received a bill from TWC about this equipment, and knew nothing about it until I received the call from collections. Upon further digging, TWC provided me the serial number of the missing equipment and told me to return it. I informed them I did not have it and they suggested that perhaps the tech took it- they looked into it and could not find it on their premises and "closed the matter." I called back to tell them this was unacceptable as this piece of equipment should never have been switched out in either case. Several service reps then assured me it was Time Warner Cable's fault for not correctly issuing a TRANSFER in my account, that the tech actually created TWO accounts, thus the erroneous equipment. I was given several promotions for the inconvenience and was assured the equipment charge would be reversed. It has now been two weeks since, and I am still getting calls from collections. I was supposed to receive a call this morning at 10 a.m. with the most recent service rep and his manager to confirm the charge had been reversed, and they never ended up calling me. I now just spoke to a different "floor manager" who was very unhelpful and told me the various service reps should not have told me the charge would be reversed. He also admitted that the transfer was not issued correctly and that the equipment should never have been switched out, BUT that I was still responsible for the equipment.Desired Settlement: The equipment charge is around $130. I should not be held responsible for this AND Time Warner Cable should be held responsible for misleading customers. Don't tell customers you will reverse charges if you have no intention of doing so - my credit is about to be affected and I would never have known if collections had not called me AGAIN.

Business

Response:

I have not been able to speak to Ms. [redacted] to update her on this issue. I was able to reach her on 10/28/13 but she was not available to speak to me. She stated she would call me later in the day and she has my direct number. At this time, I have verified that the unreturned equipment has been returned back to our warehouse. Her previous account has been fully closed with a $0.00 balance. She will no longer receive any calls from collections.

Review: I attempted to sign up for TWC but the customer service I received in attempting to sign up was so poor that I decided to cancel my order. Without permission or any kind of receipt or notice, TWC charged the Debit Card I had given during my application process $45.93 for "set up fees" for a set up I never received. I called immediately to demand my refund and was told the funds would be returned to my account within 7-10 business days. After that time period had passed I did not receive any refund. I called again and was told it would take 17 business days. That time period passed, too. Still no refund. I called for a THIRD time and received a third answer that it takes 27 business days for a refund. I told them that I was through with being taken advantage of and pushed around and stolen from and that I want my refund immediately. The representative I spoke with asked for my phone number and told me that I would be given a call by someone on their "back end" within three days to take my credit card number and refund me. Not surprisingly at all, no one from TWC called me over a week since that interaction. I spoke with them yet again and was told the refund would take 3-5 business days. They just push me off the customer service channel and ignore my issue. They have stolen money from me.Desired Settlement: I want the money back they took from me. $45.93

Business

Response:

We apologize for the inconvenience that the reported issue may have cuased. We have contacted the customer and made him aware that the funds have been reversed to his credit card account and must allow 3-5 business days to receive the funds on his account. The customer is satisfied with the resolution.

Review: I paid for internet service 04/21/14, today is 05/28/14. I still do not have the service. I've made several calls without results to TWC. I even had a gentlemen named [redacted] return my call (after my written complaint was filed). He stated he would come out to my apt and figure out what the problem was. After several calls with him, he states he solved the problem, however, I still don't have internet.Desired Settlement: I would like to have the internet or my money back $45.93

Business

Response:

I spoke to Ms. Q[redacted] and apologized for the inconvenience she experienced. I followed up with Ms. Q[redacted] today(6/2) after her service call and she stated everything was working great, she was very pleased with the tech’s work and happy with the outcome. As courtesy I credited customer $120.40.

Review: Called to cancel internet and costumer SVC rep offered me to lower my payment to 30.98 to keep my SVC at current plan. I agreed. Come to find out they lower my internet speed to basic, after they told me everything would stay the same. This is bad business practice in what they are doing. These terms should be disclosed at the time when they are making their new offer to customers.Just makes me think how many other customers have gone thru this. Thanks for your timeDesired Settlement: Full refund of previous month of SVC.Cancelled SVC do to inconvenience due to lies of twc.

Business

Response:

I have researched the account and verified, on 6/14/14, Mr. [redacted] called in to cancel service and was placed into a new package with a lower monthly rate and a lower internet speed. Feedback will be sent to agents Supervisor for coaching. On 6/16/14, Mr. [redacted] cancelled his service and returned the equipment. Mr. [redacted] currently has a credit balance of $1.30 on the account.

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.

Review: At least once a week, I get a solicitation letter in the mail (paper mail/hard copy) from Time Warner Cable. My cable is included with my rent, so I do not need their services. The constant "push" with their mail solicitation (which contains no return address) falls into the category of harassment. I have contacted someone on their chat line, but the person on the other end was clueless as to how to stop this.Desired Settlement: I would like this (hard copy) mail solicitation harassment by Time Warner Cable stopped.

Business

Response:

Request has been sumbitted to remove address from our Mailing List.

Consumer

Response:

Review: 10849975

I am rejecting this response because: I would like to know when I am actually removed from the mailing list, not just that a "request" to remove me has been sent.

Regards,

C[redacted]

Business

Response:

We apologize, but we are unable to provide a specific date, but a complete removal from mailing list can take up to 4 weeks.

Review: On or about October 27, 2015, I called Time Warner (TW) to inquire about relocating or extending the cords used for internet service. I was given an appointment time of October 28, 2015 between the hours of 2-3pm for a technician to come and do the work. I was also told that the technician or someone from TW would call 30 min before arrival. On the date of service (10/28/15) at 1:15 pm I received an automated message confirming my appointment time of 2-3pm on 10/28/2015. At 210pm I received automated messages that the technician was on his/her way to my house. At 219pm, a liver person left a message that the technician was at my house but left. I was at home. At 235pm I called TW after I listened to my messages and inquired why TW was reporting a technician was at my house when that was not true. I was also informed that the "ticket" was not closed and that they were still within the 2-3pm time frame to make the service call. At 302 pm I called TW again to inquire about the missing technician. I was put on hold for the customer service agent to ask the dispatch department what time the technician was expected to arrive. Again, I was told the "ticket" was not closed. It was further explained to me that a request for the technician to fit me in and "circle back" would occur before 7pm tonite. I have been waiting for over 5 hours and the technician never arrived. I called TW again at 702pm only to be told the "ticket" was still open but I would have to reschedule the appointment for another day. This is simply unacceptable.Desired Settlement: There really is no way to replace the hours lost waiting for a technician that never showed. An acceptable resolution would be to waive the charges for the service call and to provide a complimentary upgrade of my internet service to fastest speed for no additional costs.

Business

Response:

Time

Warner Cable has reviewed customers account and confirmed via vehicle GPS unit

that Technician was at customers’ home on day of appointment. Time Warner Cable

Technicians attempt to provide a 30 minute courtesy call to inform customers of

their Estimated Time of Arrival. On occasion due to proximity of scheduled work

technicians are not able to provide a 30 minute pre-call window. Customer was

advised a go-back request would be created to attempt to send a technician back

to customers home. Unfortunately due to workload for that day, a technician was

not able to go-back to customers home. Customer was offered an appointment for

the following day along with a $20 courtesy credit, customer declined credit

offer and to reschedule appointment. Time Warner Cable will process the $20

courtesy credit that was previously offered due to appointment

misunderstanding.

Business

Response:

Time Warner Cable is sorry to hear customer is requesting to

cancel service. Customer will need to contact us at ###-###-#### so that we may

verify customers security information in order to process disconnect request.

Consumer

Response:

Review: 10883445

I am rejecting this response because: it dors not compensate me for my wasred time.

Regards,

D[redacted]

Review: I had put in a request for disconnecting my internet service since I was moving out of town for work. I spoke to one of the techs on chat and asked him if I can return the modem in Sunnyvale, CA (where I was relocating to). He said yes and he provided me with the location wgere I can return it. He provided 909 E Duane Ave, Sunnyvale, CA 94085. I also asked him as to why it didnt pull up this address when I was searching for the location. He said that the techs have access to this information in the system. So I bought the modem with me to 94085. When I showed up at the store, the staff told me they do not take modems. I called up customer service asking for another store and I came to know there are no TWC stores in the location where I live. After calling up customer service again to figure out how and where to send the modem, I was told that I need to ship it and also I will be paying for the shipping. If I would have been told earlier itself that I will not be able to return the modem anywhere except San Diego, I would have done that. But after telling me that I would able to return the modem in Sunnyvale, CA and also providing me with the address to return the modem, I am being told that you have no stores there and that you would not be paying the shipping costs and on top of it saying that my account will be sent to collections in case I dont return the modem, THIS IS UNACCEPTABLE. I need this resolved.Desired Settlement: Need Time Warner Cable to pay for the shipping charges to return the modem

Business

Response:

TWC spoke with the consumer and we came to a mutual resolution to have the modem returned to TWC. We agreed to credit his account $19, the charge of the shipping fee to mail the modem to TWC. We received the modem on 7/9/13 and the modem will be removed from his account. We apologized if there was any misunderstanding in regards to where to return his modem. The consumer understands it will take a few weeks for his account to generate his refund check as his account closed on 7/6/13. He has a direct contact number for our office if any future concerns he may have regarding his account.

Review: Time Warner Cable has many problem since my household first started purchasing their product. Since they are a monopoly carrier here at Fountain Valley, therefore we cannot switch to another service. Since first purchasing their plan for "up to 30Mbps download speed: we are lucky to have 2Mbps. Furthermore, the connection would constantly be broken and interrupted during normal usage hours. When brought to the attention of their representatives, there was so resolve. While trying to downgrade our service to the "up to 3Mbps plan" we were placed on hold before their customer service representatives decided to hang up on the call completely. The first time, they pretended not to hear anyone on the line. The second time, we were put on hold for 20 minutes or so before they simply hung up the phone. The third time, we were placed on hold again before the call was dropped on their end. We gave up after the fourth attempt. Apparently there is no accountability for this service provider.Desired Settlement: We hope to get a refund for the false service that they advertised. This would be the very least they can do to cover all the time we spent to dispute their service and troubleshoot their shortcomings.

Business

Response:

Time Warner Cable apologizes to the Consumer for any rustration caused by the escalated concern, Please be advised that the reported complaint has been addressed and resovled. The consumer 's request has been processed prior to receiving the complaint. The proper changes have been made to the Consumers account as requested and as a courtesy for all the frustration caused a credit has been applied to the consumers account. Time Warner Cable values the Consumer as a Customer and appreciates their Business!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10314652, and find that this resolution is satisfactory to me. TWC was able to finally fix an issue with our account formation and reducing our current internet speed package.

Regards,

Review: Someone used my identity to open up a fraudulent cable account on my name. I contacted Time Warner Cable and informed them and they removed the account from their records, but the credit inquiry that was made when the account was opened up is still showing up on my equifax credit report. I have contacted Time Warner to get the credit inquiry removed and they ask me to contact Equifax. When I contact Equifax they tell me to contact Time Warner to get the credit inquiry removed. I would like Time Warner Cable to remove the fraudulent inquiry that is on my credit report. The complaints is against the following:Time WArner Cable - NT[redacted]0 Continental BlvdEl Segundo, CA 90245-5049Desired Settlement: Remove the unauthorized credit inquiry that is on my EQUIFAX credit report.

Business

Response:

I spoke to Mr. [redacted] regarding his credit report concerns. TWC explained we have already sent the request for the removal of the credit inquiry for Mr. [redacted]'s name on 10/4/13. The account was canceled and deleted due to fraud. TWC has mailed a letter to Mr. [redacted] and to Equifax in order for Mr. [redacted] to dispute with Experian to have the inquiry removed on 4/15/14. Mr. [redacted] also has my direct phone number for any future concerns.

Consumer

Response:

Review: 10008595

I am rejecting this response because: The credit inquiry was with EQUIFAX and not with EXPERIAN.

Regards,

Business

Response:

I spoke to Mr. [redacted] again and explained TWC has mailed him a copy of the letter as well to Equifax. He will have this letter to dispute his claim with Equifax as TWC has already removed the account from our system and sent the update to the Bureau’s.

Review: On 12-31-2013, My TWC account was not under a 2 yr service contract and I was free to change carriers with no penalty. After examining all my choices and the additional incentives being advertised in print, on tv and the web, Time Warner Cable's promise of a (at the time) 1 of 2 newly released Samsung Galaxy Tablets. We also upgraded our internet speed, with visions of using that gift to steam hi def video or my son accessing the web to do his research for school.Even if I was again locking myself in to possible penalties and one provider for some time, I was excited to have re-entered into a new agreement.After 3 months I had not heard anything in regards to getting the free tablet as promised. I called the customer service line and in the time since, have not been able to get a redemption code (they say I need) a verification number (need to have one too) or more than a feeling that somehow, I've been had. I've been paying higher rates now for 6 months anticipating using that tablet and nobody there is doing much more than telling me to wait 6 to 10 more days each time I call. I got a case number from one csr "case 18306348" but even with that, each call echo's the last. I'm told that it's going to be 6 to 10 more business days, and I am told to wait. There is a huge broken communication issue with both sides of this business (the main service and the rewards issuance) claiming only to communicate thru transmitted messages that take over a week to be seen let alone get responded to. They can't make a call to each other or do anything than the minimal required effort for keeping a job. No single person has stepped up or done any more than give canned "I understand" statements to try and placate rather than serve the customer.Desired Settlement: It was advertised I would choose either of 2 models. As of yet I've not been in contact with anyone to select either. I'd like to be able to choose. Newer versions of the both have been released in the interim, perhaps I could be given a newer model due to the extended delivery period. It would be nice to just get what I was promised when I went into the agreement. If I didn't hold up my end, in return, I would be denied something by them, I just want them to hold up their end.

Business

Response:

We contacted Mr. [redacted] and apologized for the inconvenience. The customer was not placed into a reward eligible campaign. Unfortunately, because the customer is not in a reward eligible campaign Marketing is unable to honor request for reward. I contacted the customer and left him a message on phone number ###-###-#### to make him aware that he is not eligible for the tablet.

Review: The service provider claimed my internet service should have 15 mega bit per second bandwidth but most of time the bandwidth dropped to below 10 mega bit per second. Since I am paying the regular rate for such service, Time Warner should maintain their service to minimum of 15 mega bit per second since their price structure is based on bandwidth.Desired Settlement: Time Warner to ensure the minimum 15 mega bit per second bandwidth commitment or they should partially refund if they can't maintain their service to the contract.

Business

Response:

We understand that Mr. ** is upset about his internet speed; however Time Warner Cable does not guarantee internet speeds as there are many variables that effect internet speed that are not within Time Warner Cable’s control. Time Warner Cable advertises speeds as “up to” specifically, because we are not able to guarantee these speeds. Mr. ** is not in a contract with Time Warner Cable, as Time Warner Cable does not offer contracts for customers. He is eligible for a 12 month promotional reduce rate, but this would not be a permanent reduction. Contact information for one of our agents was left on Mr. Su’s voicemail should he wish to take advantage of a 12 month promotional reduce rate.

Consumer

Response:

Review: 10261595

I am rejecting this response because:

If TWC is not contracting to me as the customer service representative suggested, who is my internet service provider? Also, as indicated in TWC's website, I was offered the service with "no additional charge to 50/5 Mbps" in writing. And the service was promised by TWC as advertised on their website (http://www.twcmdu.com/los-angeles.html) and my service was supposed to be upgraded in early August in my area. However, my service was still at "up to" 15/1 Mbps today. The customer service representative did not know what they are talking about. This is truly disappointing.

Regards,

Review: time warner cable advertised a special that if you get a certain package deal you would recieve a Dell 2 in 1 laptop computer after 90 days at over $200 a month...... I signed up back in June or July, and have called every month because they told me to call next month, next month, next month.......months have gone bye and now they tell me that I don't qualify for the computer.....after spending a fortune for this service......This is a deceptive and false move on their part.Desired Settlement: I want them to either send me my laptop or refund every dime I have spent for their "required" service......which is over $200 a month....estimated at over $1200 spent.

Business

Response:

I telephoned and spoke with Mr. [redacted] in regards to his concern. I made him aware that one of the eligibilty requirements to receive the dell 2-1 tablet was to keep the account current within the first 90 days, and since he did not meet this requirement he's eneligible to receive the tablet. I apologized for any inconvenience that this may have caused. As a courtesy I issued an adjustment in the amount of $200.00. Mr. [redacted] was pleased and thanked me for my assistance.

Business

Response:

Again, Mr. [redacted] did not satisfy one of the eligibilty requirements by keep the account current within the first 90 days. As a courtesy for customer satisfaction a credit was issued in the amount of $200.00. Time Warner Cable will not be issuing a talet or a $1200.00 payment. Mr. Mauricia has downgrade his service at his request and subscribes to our ultimate internet at a promotional rate of $69.99 plus a an $8.00 monthly modem lease fee.

Consumer

Response:

Review: 10355302

I am rejecting this response because: this is unaccptable! But do expect TWC to reconsider refunding all costs from July 2014 to January 2015. I suggest you be aware that I will have my attorney contact TWC personally. We are also going to issue a complaint against TWC with our local Mayor, District attorney, California Governor and media of the false advertisement, unprfessional customer and costly service Time warner cable provided. Also, we have made a much wiser decision by switching to a much better service provider. We do not desire any future service with TWC.

Regards,

Review: I have had TWC TV and internet service for several years now and recently discovered that my TV service was only a fraction of the channels I was paying for. I found out that TWC had installed a filter on the TV line at some point prior to or at the installation of my TV service, which was limiting the channels that were coming through. When this was found, by a TWC technician who had come out to repair the issue approximately 2 years after service was initiated, I contacted TWC in an attempt to get some type of service credit, service addition, or other corrective action to make up for the years of service I had paid for but didn't receive. They refused to do so, at which time I canceled the TV service and changed my internet service to a higher speed, a speed of 200Mbps. At this time, the internet speeds were terribly unreliable and maxed out at speeds of approximately 27Mbps, but at times all response from the server would stop. We would literally at times be 30 seconds to a minute without a response on ping tests and speed tests. After spending well over 200 hours on the phone, on chat, with technicians at the house, etc. to try and remedy the internet issues, I'm still left with internet service that cuts in and out, and maximum speeds of approximately 37Mbps. I'm still being billed for the internet plan that includes 200Mbps speeds though. I have tried everything I can think of to get TWC to bill me appropriately, but they refuse to offer a bill credit, or any other option to correct the issue. Furthermore, they have failed to show up on 75% of the appointments that were scheduled for repair at the house. These are appointments I would have to take time off work to attend, and then find out they wouldn't show up, wouldn't call, nothing.Desired Settlement: I offered a bill adjustment that matches the service that is being delivered. Because I'm only getting 15% of the service package I have asked to be billed 15% of the amount until it gets repaired. That means My bill would be $6 until they get it repaired. However, now that I have gone through all of this hassle of well over 200 hours of my time lost in trying to get it fixed, I want my bill to be $0 until they get it fixed. Once it is fixed, we can then return to the regularly scheduled price.

Business

Response:

We apologize for the inconvenience this may have caused. We spoke with Mr. R[redacted] on July 21st, he expressed his concerned about calling multiple times to address issue with no resolution. We are working with customer to arrange a new service appointment to further escalate and accomplished a resolution. We provided our contact information to customer to call us so we can schedule a service order. We informed customer once we address the issue we will discuss compensation. Mrs. R[redacted] stated she will follow up with us next week to arrange the service appointment needed.

Review: Time Warner has an ongoing deal where they offer you a $300 dollar credit card once you remain a customer in good standing with a full package for 90 days. I did this and I registered my redemption code within the allotted time. I have gone over this with many agents when I called. I began my service in April of this year. I believe it is time this be resolved or I am canceling my account.Desired Settlement: Send me what you advertised and what I have been trying to resolve for months now.It would be nice if TWC would reduce my bill as a way to make up for all the time I have had to spend on trying to resolve what they clearly advertised because I did all that I was supposed to do.

Business

Response:

I contacted Ms. C[redacted] on 10/7/2015. I informed the customer that the TWC marketing team was engaged and the customer was added to the exception list. C[redacted] is aware that she will receive the gift card 4-6 weeks from 10/16. Customer is satisfied with this response.

Review: We signed up with TWC after hearing about their laptop offer if you switch from another ISP. We switched from ATT Uverse. We never received the laptop but that is a different problem. We signed up for the 300/20 connection, however we never got it initially (the speeds). When the technician set up the internet initially, he said he'd follow up with me, but never did so. We kept on paying for the 300/20 while getting 100/10 speeds. This kept on going for months. I called again recently because I was tired of it and they brought a technician who wasn't able to do much. Another technician was brought and I was still getting the 100 speeds on my laptop and desktop (wired). I tried different modems, computers, etc. I decided to just cancel and it wasn't worth the trouble. With that being said, we were paying for the 300 connection for about 14 months I believe when we only got 100. The difference is 20 dollars I believe. This amounts to 280 dollars. We got about 40-50 dollar in total credit, but this is completely unfair paying way over for a service we never got.Desired Settlement: Refund us the difference for the past 14 months. I called today to officially downgrade to the 100 plan. Very disappointed we were never able to get the 300 connection as you guys promised.

Business

Response:

We apologize for any inconvenience this issue may have caused. We have contacted the consumer to address his concern. We have reached a satisfactory agreement with the consumer. A credit adjustment has been applied to his account. TWC values and appreciates the feedback that has been provided.

Review: have for over 5 years now paid for 15 mghs of high speed internet. I constantly have problems with my internet, and do speed test. I have never once in five years gotten anywhere near the 15 mghs that I pay for. I have called Time Warner on numerous occasions, have reset modems, replaced modems, add techs to my house, and nothing has resolved this issue.Desired Settlement: would like my internet to work as it's supposed to. and would be like to be refunded 50% of the money I've paid Time Warner for Internet service for the past 5 years.

Business

Response:

I was not able to speak to customer. I called on 6/26, 7/1 and 7/2. I sent customer an attempt to reach you e-mail.According to our records for this year, Mr. [redacted] has had only one service call to address his concern. We will continue to work with Mr. [redacted] to resolve his issue.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have returned all of [redacted]'s (the customer service rep from Time Warner that has been calling) phone calls and ask him to call me during normal business hours. He only calls at 5:30 p.m. or later, and no matter how quickly I return his phone call, I only ever get his voicemail. I have also asked him to leave a time that I can return his call and reach him, as I have tried to call during numerous times of the day, only to ever receive his voicemail. I would also say that if he can only access one time that I've ever calls concerning life frustrations with my service over the last 5 years, that is a further indication of how dysfunctional, and disorganized businesses! I have literally called this company dozens of times to try to get my situation resolved before contacting the Revdex.com.

Regards,

Review: My former roommate got a mailed advertisement at [redacted] Sunrise Drive, Twentynine Palms CA 92277 when I was in the process of buying a home less than a mile away. The advertisement offered 50 Mbps Internet & TV for $49.99/mo for the first year. I called Time Warner to set up new service and read the ad aloud to the representative to make sure I got the correct service and price. They confirmed 3 times that the service would be the same as on the ad that I read aloud to them. I noticed today that my service is not 50Mbps, rather 15Mbps. I called Time Warner to remedy this situation. They told me that all calls are recorded and they would check to see what I was told, but that that price was not offered for this area. So it would cost me an additional $50 per month to upgrade the internet to 50Mbps. They would not honor the price even if after reviewing the call and the verbal confirmations. That is a classic "Bait and Switch" scenario. I feel they purposely deceived me to get a sale, figuring that I would not notice or that I would just pay the extra to upgrade rather than make waves. That was very dishonest and false advertising.Desired Settlement: I want them to honor that price for one year like the ad says (which I have a copy of). If they would even honor that price for just the 50Mbps Internet without the cable, I would be satisfied with that solution. I am not asking for anything free, just what the mailed advertisement offered for new customers in this area.

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. Time Warner Cable record confirms Ms. King was provided the desired package as requested and no longer requires assistance in the matter. In any event we want to ensure the consumer is aware that we value her as a customer and appreciate her business.

Review: TWC Installer came in months ago to install line at a new place we moved in. He offered us a new model for free and took our old modem with him and since then we have been getting bills for the old modem TWC installer took with him saying that we never returned it. First of all, we did not need a new modem and we would have been totally fine with our old modem but he offered it to us as it is part of TWC services. Secondly, we have no interest in having extra modem by any mean, it is 70 dollar modem we can purchase at our own cost if we needed to. It is very disrespectful that TWC is making us thief and trying to settle this by offering us like 100 dollar credit. TWC hires thieves as their installer and I would not be surprised one day if there will be a rape case or child molester working as their service technician.Desired Settlement: correction to credit report and to remove collection account from collection company they sold this account to.

Business

Response:

I spoke to Mr. S** and apologized for the inc**venience he experience. I let him know as courtesy we will remove the equipment from the old account. We will also update the collecti** agency.Mr. S** thanked me for calling and addressing his c**cern.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10846330, and find that this resolution is satisfactory to me.

Regards,

H[redacted]