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Time Warner Cable Reviews (1354)

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 was put on hold for 50 minutes when I inquired about canceling our internet service with Time Warner Cable through their customer service number. I used another phone line to call the same company to open a new service, and they answered right away while the other line still had me on hold. When I complained about the excessive amount of time they put me on hold, the other phone line (where I was on hold) suddenly answered. Their excuse was that "they were busy", but I highly doubt that they were "busy" for 50 minutes. I believe that they were intentionally ignoring my call to delay me from canceling my service with them.Desired Settlement: Although I do not have any evidence that they were intentionally ignoring/delaying my call, if the department was "busy" as they claim, they should increase the amount of people assisting in that department, or create an easier alternative to canceling the service using their website or another Internet feature.

Business

Response:

We apologize for any inconvenience that the reported issue may have caused. We have made multiple attempts to reach Mr. Keith Kwak on phone number ###-###-#### and have not been successful. An "Attempt To Reach You" letter has been mailed.

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 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: 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 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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 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: I had an account with time Warner back in 2013-2014. In February of 2014 (around the 22nd), as requested by a time warner representative I personally when to one of their location to return my equipment and cancel my services. While at the location I asked for the representative there to immediately cancel my services and give me my total balance due. the representative then told me: "This process might time a while, I need to insert all the returned equipment to your account then cancel then provide you with the total balance due on the account." I replied; "No problem, I will wait." After the representative was done, he told me since the month of February was not over yet my final balance due amount was $150-$160 (i dont remember the correct amount but my monthly chargers were around $180). I paid the total due amount and asked: "are you sure this is it?" the representative replied: "you might get another bill for a few more for any movies rented it you had rented in the past month."

more than one year have past, due to working more hours from home, I had to reconnect the internet and cable. On august 21, 2015 I called time warner and activated a new account. at the time of my activation the representative at any time had mentioned I had any balance pending from previews account. Account was created; I went to pick up all equipment (in person at their local store) and once again no previews balance was mentioned, I connected all equipment and services started. on august 21 at 13:09 I received an email stating they needed additional information. I then call TWC again stated I received the email and the representative assured me no other information was needed it!

Three days later (08/24/15) after my services started, Time warner disconnects all of my services without any email and/or phone calls made to me informing me of the disconnection. I called them and representative mentioned there is an error on your account (DID NOT mentioned a previews balance) and could not tell me what the error was, after the rep helped me I decided to change my account to a complete package (upgraded channels, home phone and faster internet). The representative then reconnected my service back.

Again after 3 days (8/27/2015) my services get disconnected again, and again without any email and/or phone calls made to me informing me of the disconnection. after speaking with 3 different representatives I get a 4th person who then mentioned I did not pay the initial fee of $75.04 (NEVER mentioned to me while I was opening my account over the phone or after my first phone call on 08/24/2015). I immediately paid this fee and my services were back on.

on 09/04/2015 my services are once again disconnected, and again NO email and/or phone calls informing me of the disconnection. Now for the 3rd time, I called time warner and after speaking to 4 different people, each of them having to explain all information on what is going on they transferred me to a number (877.853.7446) because they found out I have a balance of $422.82 pending from December 2013 and January of 2014 services that were never paid! I immediately was in shock, and could not at any time understand how I could have this enormous balance since in February of 2014 I returned the equipment and paid my last balance from February of 2014! NO representative could give me details of the charge. they only transferred me to the number I mentioned above.

NO one answered (PLEASE NOTE MY SERVICES ARE STILL OFF) I left a message and next day received a called from a extremely rude representative who was repeatedly stating that I owe the balance and I had to pay. I asked for a description of the balance; he said in an laughing voice: "you had not paid for service of December 2014 - January of 2013.". I tried explaining to him how the process of me returning the equipment, waiting for the representative to finalized service cancellation, and paying for my final bill of February 2014. He rudely said I was wrong and that I owed the total balance of $442.82 and had to pay. I then asked to speak with his supervisor and he said: " I don't have a supervisor available, and even if I did they are going to tell you the same thing!" I then asked him to mail me a DETAIL charge report so I can see what this mysterious charges are coming from and I also insisted and told him I will wait for a supervisor to become available , waited for 45 minutes until supervisor Michelle got on the line and right away said "Mam' you owe $442.82 and you need to pay" she did not let me talk. That was when I contacted Billing department back at time warner and spoke with a very polite gentleman named Juan who listened to my situation, apologized and told me that the bill did not make sense. He turn my services back on and I filed an appeal to the mysterious charge that NO one could give me details of the charge. (appeal #21962123). Juan told me I would received an resolution to my appeal by mail or phone and my services would not be disconnected.

In the meantime while waiting for the result of my appeal, I received 3 separate letter from time warner where each one of the have different balances due (ALL balance different from what Michelle supervisor had told me over the phone)

1. $362.88

2. 459.81

3. 180.37

NONE OF THESE CHARGES IT SHOW ME DETAIL OF WHAT IT IS. IT ONLY SHOWS DEC 2013 - JAN 2014 SERVICE PAYMENT NOT DONE

NOW; if we are to add two month of non payment where my monthly charges are $180. NONE of these balances, including the one given to me over the phone of $442.82 makes sense!

I then called michelle again to let her know I have received three different letter with three different balances and she said "Sorry we are humans and we make a mistake, I will send you the correct one"

Today 09/09/2015, less then a month I have open a new account; I have not received a correct explanation of the charges and a correct statement reflecting "mysterious" $442.82 balance that appeared more than a year later under my name. (please note; through out this whole year 02/14-8/15 I did NOT received any notice of pending balance from time warner)

Today my service was once again disconnected. I called to see why, representative told me my appeal came back and all it said is "balance on account is correct, customer has to pay!" NO letter to me, NO phone calls, NO correct statement, NOTHING!

I tried asking for supervisor,but nothing! service is off and I have to pay a mysterious balance of $442.82 that appeared to my name one year after and NO one at time warner seems to explain how and why I have this charge"

So I decided to complaint here, my current account balance is 65 and it is due ob 09/11/15 however my services are NOT going to be turned on until the balance of $442.82 gets paid.

I am here to complaint as a customer, that time warner cable is illegally trying to make me pay for a bogus charge them have created in my name and it is manipulating my current service as a way to make me pay for this mysterious, non sense, bogus charge which NO one can prove I do owe!

I will pay my current balance of $65 once time warner cable removes this mysterious charge from my name and account! or until time warner cable is able to currently and in detail prove I do owe this charge!

Due to time warner manipulating my current system I have not been able to work from home and dont know when I will. I have a estimated daily loss of $1,000 every time I do not work!

PLease help me resolve this issue so I can continue having my current service and can go on with my life.

sincerely,

Ana Q[redacted]Desired Settlement: I will pay my current balance of $65 once time warner cable removes this mysterious charge from my name and account! or until time warner cable is able to currently and in detail prove I do owe this charge!

Business

Response:

Time Warner Cable apologizes for any inconvenience we

may have caused. We have been in contact

with the consumer as of 9/21/15 and have asked that she fax in the inconsistent

collection notifications she is receiving so that we may research and assist

with her request. As of 9/23/15 we

received her fax which included 1 collection notice dated 8/28 for $459.81, 2

billing statements dated 12/14/13 for $180.37 and 1/4/14 for $362.88. These 2 billing statements were recently sent

to the customer to show how her final balance came to be and were not intended

nor labeled as a collection effort. The

consumer has been provided with direct contact information so we may continue

to work on an amicable resolution.

Review: I cancelled my service returned my equipment on 4/4/2015. I was notified that I have a credit balance of $30.48. To date I have not received the refund. I called in May to see where my closing statement was and was told I had a refund. They verified my mailing address and I should receive the refund by the end of the week. I never received the check. I called in June and I was told the same thing, the check is in the mail. I called in July and was told they have the wrong address on file and they corrected it and I should receive it in 3 to 4 weeks. as of today 8/20/2015 I have yet to receive it. I want my refund. I feel I am getting the run around on $30 refund. maybe that is how time warner makes a profit, never giving refunds in the hopes people will give up trying to collect.Desired Settlement: My $30.48 refund.

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, the original

refund check that was issued in the amount of $30.48 has been canceled due to

being mailed to the incorrect address.

Another check has been issues in its place in the amount of $30.48 to:

2[redacted]. Please allow at 2-3 weeks for processing

and mail time. If you do not receive your refund by 09/22/2015 feel free to

contact Customer Service at 888-892-2253 to obtain a status update.

Please accept Time Warner

Cable's sincere apology for your recent experience.

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Description: TELEVISION-CABLE, CATV & SATELLITE

Address: 1525 Marie Drive, Hopkinsville, Kentucky, United States, 42240-4903

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