Time Warner Cable

Review: Time Warner Cable Advertised Free dell laptop with approved (or selected services) I called signed up for an acceptable approved service level. When I tried to redeem the laptop I was told I didn't qualify for the promotion and they gave me a 40 dollar credit on my bill. They never had any intention of honoring my redemption.Desired Settlement: I would like what I was promised the Dell 2n1. I canceled my service and sent money that I cannot get back for equipment.

Business

Response:

TWC contacted Mr. [redacted] on August 11th, he stated he was offered a Dell 2n1 offer. Mr, [redacted] mentioned his landlord was paying for services before he acquired TWC services. Terms and Conditions were reviewed in order to verify if Mr. [redacted] quilifies for the Dell 2n1 offer.TWC informed Mr. [redacted] he does not qualify for Dell offer since he was not able to provide proof of switch from previous provider.

Review: Time Warner website has it's internet services listed here

I upgraded to the ultimate for 64.99 a month. I checked my bill and its over 100 a month. I called and asked about it several times only to be told on my last call that I have to pay for both standard and ultimate to get the ultimate service. I said the website pricing plan does not say this. It states on the website ultimate 64.99 a month for 12 months. I do not see on that page that shows the pricing that you have to pay for both.Desired Settlement: I want the price of 64.99 a month for the ultimate like the website advertises.

Business

Response:

Consumer received a 12 month promotion for $69.99 per month along with a $5.00 discount for 6 months bringing his monthly fee to $64.95 per month for the first 6 months starting 3/12/15. I contacted consumer on 3/13/15 to address his concern and offered him a one-time credit adjustment of $30.00 to compensate for the additional 6 months he will not receive the $5.00 discount.

Review: I got a internet box from Time Warner and took it home. The box never worked I called Time Warner several times more than 6 time to let them know it did not work. I went into the office on more than 3 time telling them it did not work. I was told someone would come out and check the lines out and it never happened. After more than 4 months of trying to get service I took the internet box back to the store. A Time Warner agent told me they were sorry that I had somehow fallen threw the cracks and that the fees would be waved. 2 Months later I got a call from a collection agency wanting 54.00 dollars for the internet box. I called Time Warner and they say they have no record of me calling them trying to get this internet service hooked up or any record of me coming into the office. I was told I had to pay the bill.I have gone into the Time Warner Office in Coeur d Alene, Idaho every week for the past three weeks in July and they tell me that they will have someone contact me. I have had no contact as of yet.I would pay this bill if I owed it but I never received service and do not feel I owe then a penny. They have turned this in for collection and now I am getting calls from a collection agency.I am asking the Revdex.com to please help with this matter. Time Warner has made no contact with me to get this matter taken care of.Thank you[redacted]Desired Settlement: Can you please help us get this matter solved and get them to take this out of collection. We should not have to pay for a service we never received.

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. I spoke with [redacted] and relayed Time Warner Cable record confirms the debit was valid. As all corresponding equipment was returned, the $53.73 balance has been cleared, the $17 collection fee waived, and as courtesy the account withdrawn from collection in the interest of customer service. We want to ensure the consumers is aware that we value them as a customers and appreciate their business.

Review: It came to my attention today that Time Warner was charging me for an add-on service for 10 months that I never received. When I brought this to their attention and then insisted I be refunded for all the months that I was charged for something I never received, they said they would only refund me for 1 month of that time. After speaking with a supervisor, I was able to get that up to 5 months. But they were completely unwilling to refund me for all the money they took from me. Offering a service, charging me for it, and never actually giving it to me is a form of Bait and Switch. They baited me with a product and switched it with no-product. When they were caught, they refused to return all the money they took.Desired Settlement: I would like the full amount refunded to me, which would be another $50.

Business

Response:

Steps Taken to

Resolve:

On 10/22/2015 at 11:32pm I called Mr. F[redacted] and left a

voice-message with my contact information and hours of operation.

On 10/23/2015 at 4:15 I spoke with Mr. F[redacted] and was able

to lower his monthly amount from $67.99 down to $34.99 for 12 months and

provide a courtesy bump in speed from 100Mbps up to 200Mbps. He was happy with

this resolve.

Review: I am canceling my TWC internet service contract immediately, due to TWC's terrible Customer Service. I called your customer service at ###-###-#### ten times over the past 2 weeks, but each time after being placed on hold, for a minimum of 45 minutes each time, I was disconnected. There is no possibility of me ever returning to TWC. Last payment is included in full, as is all of your TWC hardware, for a service that never worked. Please never contact me again for any reason. In Closing, I must honestly say TWC is the most dysfunctional company that I have ever had any personal interactions with.Desired Settlement: Please never contact me again for any reason. In Closing, I must honestly say TWC is the most dysfunctional company that I have ever had any personal interactions with.

Business

Response:

Per the customers request TWC will not contact her to address thisissue. We will archive this complaint for our resrds.

Thank you,

Review: A week prior, my roommate and I set an appointment for installation with Time Warner Cable for 8am-9am on 9/4. When we had not received a confirmation call the day before, we called in around 7:30am on 9/4 and spoke to a representative named D[redacted] who told us that our appointment was confirmed, someone would be arriving to install our internet and cable between 8am and 9am that day. When we asked why we had not received a call the day before to confirm, he told us that sometimes the automated messaging system doesn't call and he apologized. Around 9am when we had not had a representative arrive for the installation, we again called Time Warner Cable and were told that our appointment had some sort of error and that they had canceled the appointment on their end. We had not been contacted about any sort of error and had been given explicit confirmation of our appointment only an hour and a half or so previously. When we complained, we were told that the best they could do was have the supervisor send an email to dispatch to see if we could get a same day appointment as they had to go back into the system and completely redo our order due to their error. We were told that they could not guarantee that someone would be able to make it out today but that we could sit around and wait all day in case someone could show up. We then spoke to Ali a supervisor in the installation department who told us that she couldn't guarantee an appointment before 9/10 between 11a and 12p. When we asked her if there was anything she could do because of this whole ordeal she offered nothing for our ordeal. When I asked her why it was now our problem to sit around all day today and then still possibly have to wait an additional week to receive these services because of their mistake she told me that this was the best that they could do and, while she understood the frustration, the most she could do was hope that someone had time on their route today.Desired Settlement: We would like them to ensure somebody come to our apartment to install our internet and cable no later than tomorrow (9/5/2015) evening. An upgrade because of the immense inconvenience we have suffered as a result of their incompetence would also be appreciated but, at the very least, we need them to have our internet installed no later than tomorrow evening.

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, our records do

indicate that your services have been installed as of 09/12/2015. We have

applied a one-time credit of $20.00 towards your Time Warner Cable account as a

courtesy for any inconvenience this experience may have caused you.

We value you as a customer

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

apology for your recent experience.

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]

Review: I have had nothing but problems with service for over 13 years. Computer issues which they insisted was my computer, modem, etc. so we purchased all new and still had the same issues. It was Time Warner's fault!! I have had nothing but problems with service since 2003 and have filed complaints, contacted corporate and still continue to have issues with TV service (as well as email on occasion). They use refurbished equipment outside as well as in and continue to raise prices but have inferior service. The most recent issue was reported a few weeks ago and yet again they came out and replaced equipment but I am still having the same issues which is getting more frequent. When asked for discounts because of no service they say I am getting it but my husband said it never comes out on the billing statements.Desired Settlement: I want all new equipment not refurbished and I want proof that it is new equipment inside on every TV as well as work done and new equipment installed outside on our block in their box (or whatever it is called where the equipment runs for houses). I also want two new boxes for the adapter boxes but a regular box and no charge. And not just no charge for a year but permanently since after 13 years of issues they owe me money. I also want at least three months free service.

Business

Response:

TWC replaced 1 HD cable box which Mrs. [redacted] identified the issue was occurring. A credit of $12.75 in addition to waving 1 cable box charge for 12 months was applied to the account. We apologize for any inconvenience this issue may have caused.

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: Time Warner sales representative came to the door to offer a package for $89.99 with no tax, equipment fees and no contract. He requested the 1st month payment for $89.99. And I provided him with a check for $89.99. A few days later a it appears that they used my check information to access my account and made an unauthorized amount of $120.37. When calling Time Warner and speaking to different individuals they were not providing any information or resolutions to this charge. It looks like an illegal transaction making a charge to my account using the information on my check.Desired Settlement: Reverse charges made and never touch me account again.

Business

Response:

Steps Taken to Resolve:

Review: Time Warner (TW) has not provided Internet Access Servieces (IAS), as promised by assurance of sales representative. It is presumed that IAS is provided on a 24/7 basis, and is availible at any time. This is not the case. IAS is sporadic, at best. There is, effectively, no reliable IAS.TW has not provided Telephone Communication Servieces (TCS), as promised by contract. It is presumed that TCS is provided on a 24/7 basis, and is availible at any time. This is not the case. TCS is sporadic, at best. There is, effectively, no reliable TCS. This is a potential hazard to health, as there is no good access to i.e. 911, etc.Attempts to contact TW have been unnsuccessful. Attempts to acces TW web site failed due to lack of IAS. Attempts to contact via telephone has failed due to lack of TCS. This complaint is being submitted under emergency contingency only and is extreamly limited in use (this, and only this communication through the Internet is allowed for a one-time use, only, and cannot be reused).Desired Settlement: Provide IAS and TCS without any further delay. Services are expected to be fully restored not later than 14 October. No other action will resolve this complaint.TW should be advised that this failure to provide services has already initiated a decision by the customer to eventually cancel part of the services, what part and how much business TW will lose is up to TW. This loss can be limited by, and only by, providing the services requested without delay, see complaint description.

Business

Response:

On 10/20/2014 at 11:00am I spoke with Mrs. [redacted] and she agreed to a tech appointment for this Saturday 10/25/2014 10-11am (Job 756231) I also forwarded the information to field leadership for the area to insure that we send a VIP-Tech to provide “White-Glove” treatment. We will follow-up again on Monday 10/27/2014 to verify a resolution.

Review: I got a bill for service in this address: "[redacted] st, newbury park, 91320" But I never start service in this address.I call at least 10 times to cancel the service in this address but the customer service just kick me from one agent to another agent. Waisted at least 5 hours in trying to cancel it but no success.Desired Settlement: Cancel the service on this address right away. Cancel the bill on this address.

Business

Response:

Mr. [redacted]’s account has been disconnected per his request. Billing has been backdated as well and is at a $0 balance after I applied $8.23 credit. He is not interested in setting up services at this time, however, he has been provided with my direct contact information if he requires additional assistance or for follow up. Mr. [redacted] has confirmed satisfaction with the resolution.

Review: no service, promised appt. no showDesired Settlement: service, now

Business

Response:

I telephoned and spoke with Ms. [redacted] in regards to her concern. she stated that everything is working fine now and no longer required assistance and thanked me for the call.

Review: I never had a problem with Time Warner until I experienced freezing channels. I called TWC technical support they tried sending signals to their device. We kept trying for about 3 more times. Then I thought maybe I have an old box and the rep agreed I may need to replace mine. The next day I got a new box and upgraded my service to a dvr. I was so happy until that weekend the cable was out the entire weekend. I missed Dodger games which for being the only provider that is able to show the games is unacceptable. Why are we paying for glut bing channels? Very un satisfied with their crappy service. I can't believe it took a whole weekend for service to get back online. And it seems I am back where I began without cable and no sport channels. I would hope the bureau takes immediate action.Desired Settlement: I would like a refund for all the days the cable is out and also for future outages because from what I've seen online this is a typical TWC service. They are garbage and I will demand a refund not only for myself but all other TWC customers that are getting bent over with this crappy service.

Business

Response:

Time Warner Cable apologizes for your recent experience. We have attempted to get in touch with you to address your concerns. Unfortunatley, we have not been successful. We have sent out a notice with our contact information and look forward to hearing from you.

We value you as a customer and appreciate your business.

Review: In March of 2015 I signed up with Time Warner Cable after terminating my service with DirecTV, under the guise that they would provide better service and I would get a $300 reward card for 90 consecutive days of payments. I set up my account on the auto pay plan, with no problems in the first 60 days, then upon entering the 90th day, there was a problem, somehow my account information was changed and the last two numbers were transposed. That automatically disqualified me from receiving the reward card. They are trying to say it was bank error, but the bank doesn't go into their system and make changes, only they can. I think there is an alert that reminds them when an account is coming up on the 90th day, that way they don't have to pay the reward.Desired Settlement: I would like my reward card in the sum of $300 or to be released from my obligation, with a zero balance, because they are not up holding their end of the bargain.

Business

Response:

Mrs. [redacted] is aware she is not eligible for the gift card however as a onetime courtesy TWC will honor the $300.00 gift card and may take up to 15 business days to receive it by mail. We apologize for any inconvenience this issue may have caused.

Review: I had a time warner as an internet service provider. Once I switched a service to AT&T, I received a letter from collection agency(NCO FINANCE account #74396) with due of around $50 aroung 3-5 months later and no letter from TIME WARNER at all. I did not know what this was and found out that it was a cost for cable modem device which was returned upon cancellation to time warner location in torrance. They told me that it was actually for a modem that was swapped during service call at my house when my modem failed. I explained and told them that modem was taken by Time Warner technician and all they told me is that they have a no record. I did not understand how they are blaming this to a consumer instead show some kind of effort to locate internally. Big company time Time Warner, should have a record of a visit and name of a technician. Anyways, I did not want to fight over $50 and did not want any record from collection agency on my credit. So, I paid and was told that this record will not show on my credit report. I recently ran a credit report and IT WAS ON MY CREDIT REPORT. I take this as big company taking advantage over a consumer. I never received anything from Time Warner and all I got was from collection agency. I really want them to remove this from my record. someone please help.... thank you.Desired Settlement: I really want TIME WARNER to take an action to remove collection agency record from my credit report. If I was the one that did not make a payment on time, I take it as my fault. This was done through their internal process and I am the one that gets blamed. Thank you

Business

Response:

TWC has spoken with Mr. [redacted] and his concerns were address. We agreed upon his information to be removed from all credit bureaus. a letter of release will be mailed to Mr. [redacted].

Review: I am a customer of Time Warner Cable that pays for HD SERVICES AND SHOWTIME/SHOWTIME ON DEMAND. I have contractually agreed to pay extra on my bill for Showtime Channels. Due to the dispute that TWC has with NBC they have decided to also cancel SHOWTIME access to their customers. They will NOT stop charging monthly for a service they REFUSE to provide. They are committing fraud. I am being charged for something I am unable to use at my discretion. They claim they have offered STARZ as a replacement; this is not the case. its not accessible nor do I WANT Starz. I am not PAYING FOR STARZ. I am paying for Showtime. If they refuse to offer this channel at this time, they need to STOP CHARGING CUSTOMERS FOR A SERVICE THEY ARE REFUSING TO PROVIDE. Their alternative is unacceptable even if it WAS WORKING.Desired Settlement: I want to NOT BE CHARGED for services I am not receiving per TWC decision to not offer.I have called, they will NOT refund or freeze charges for Showtime. There are millions of upset customers that feel they DO NOT HAVE A VOICE! we NEED YOUR HELP! Corporate America is going to far. I want a refund for everyday SHOWTIME/SHOWTIME ON DEMAND has not been available.

Business

Response:

We apologize for any inconvenience the reported issue has caused. TWC has left multiple voicemails for the customer to assist in further resolving the reported issue. We will be sending a letter requesting customer call back to further address the consumer’s request.

Review: This complaint has happened more than once.On 2/17/2015 I made an electronic payment to Time WarnerFifteen hours later (2-18-2015) I was called and told if this payment was not made and my service would be cut off. This has happened more than this time. They are trying to practice double billing. It might work on some but not me. The charge is DISHONESTYDesired Settlement: To be billed honestly by mail.For the Revdex.com to check and see they are not double billing poor stupid people

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. Mr. [redacted] was updated on the current payment process and provided clarification in regards to payment delays as a result of paying through third party banking instituation. Direct bank payment sent to Time Warner Cable will not post on the date the monies are deducted and will require an additional period to transfer. Mr. [redacted] must allow 3-5 business days for the payment to be received and posted to his Time Warner Cable account. We offered an alternate auto pay option directly through Time Warner Cable to avoid any future payment delays, however the consumer refused and will continue to pay through his bank. We want to ensure the consumer is aware that we value him as a customer and appreciate his business.

Consumer

Response:

Review: 10455054

I am rejecting this response because:I pay my bills with internet banking. When my banking screen shows that the bill has been paid, for example on the 12th of a month I should not be told it takes up to 5 days to be posted by Time Warner.

Review: I have had Time Warner Cable internet for two months. I signed up online, with automatic payments from my bank account. However, I received a bill in the mail telling me I had late fees for not paying them. I called and they did correct this problem. That is the one thing TWC did fix well.

However, in the time I've had this internet, it has worked less than 50% of the time. I have called them more than a dozen times and have not received adequate help. I was told to "monitor" when it works and when it doesn't and let them know after a week had gone by. After a period of 8 straight days with no internet, I called to get a tech to come out, which eventually happened 3 days later. It worked for maybe a week before not working again. I called, spent an hour an a half on the phone with customer service, and got it working again. Two days later, the same problem. I was told it was a channel issue, that some channels didn't work so mine needed to be permanently set to a channel that did work. They did that, which lasted for less than a day before it failed again and they had to change the channel. A day later, it stops working again and I call. I am told the encryption is wrong, so they fix it and it works on my laptop but now it doesn't work on my fiance's chromebook. One time I called, the poor guy didn't have a clue as to why it wasn't working and deleted the whole thing, giving me a new name and password for the account. Again, only worked for 24 hours. The internet doesn't work for more than 24 hours at a time, requiring me to call them every single day to get it to work. In the last week, I called an average of 1-2 times per day because it wasn't working.

I finally gave up on calling and went into their office. I took the internet box with me, discussed the problems I'd been having and how I was upset that it wasn't working, and the representative was not overly friendly and seemed unconcerned with my problems. She gave me a new box, which I took home. Upon trying to set up the new box, I discovered I wasn't given the same stuff I brought in - I was missing the necessary cables for it to work. It was already after 5pm, so I went back to the store the next day. The woman I talked to was really rude to me: when I described how it really sucks to pay for a service that I am not getting and how I have to call every single day to get it to work, she responded with "Well you do have the cheapest internet we offer, so that's expected." WHY WOULD THAT MATTER?!?! Am I a second-class customer? I don't appreciate being treated like so because I am a graduate student and don't make enough money to have an unnecessary, expensive internet service. I require this internet for my job (I commute to WSU in Pullman and I have online grading to do and reports for my thesis I have to do from here) and my complex only allows this internet service.

The company has thus far not given me the service I am paying for and has failed to fix the problem numerous times. I am more upset by the way I was treated in the physical office than anything else - I was treated like a second-class customer because I have their cheapest internet. I think it's ridiculous to pay for a service I'm not getting and to waste so many hours on the phone with customer service, and then to be treated so rudely when I talked to them in person. If my internet is so "cheap", then TWC shouldn't have a problem refunding me for the time it hasn't worked.Desired Settlement: I think the business should refund me for 50% of the time I've had their internet since that is how often it has worked. I also think their employees should be reprimanded for treating some customers better than others. I didn't get the name of the young black woman who was rude to me, but she was working on Wednesday, March 18th at 11am at the Coeur d'Alene, ID branch on [redacted], on the second desk from the right.

Business

Response:

Multiple attempts have been made to reach Ms. [redacted] without success. We have not been able to leave a message as her voicemail is full. An Attempt to Reach you letter was mailed out to her.

Review: I was having some billing issues based on an improperly charged late fee. Once it was resolved, I called regarding my rate. On Jan. 25th at 10:30, a customer service rep told me I'd pay $128.98 (including taxes)for the next six months with an $8 increase after that. This was confirmed by another customer service rep at 12:00 on Feb. 8th who told me to disregard any rate changes as my rates were locked in. In March I was billed $131.50, in April $138.99, in May $139.06. I called and the customer service operator said she could "split the difference" and give me $5 off my bill. I told her that sounded completely arbitrary. If they can just make up rates as they go along, why can't they honor what I was promised? She could not help me. I called again and waited for over 30 minutes to speak with a supervisor. After waiting so long, the customer service rep told me that a supervisor would call me back. I waited a week and no one called. Finally, I called back and finally spoke to a supervisor. After explaining my situation and telling him that I merely wanted them to honor the rate I was quoted, he said to me (I wrote it down as he was talking), " What I can do and what you were promised are two separate things." I told him that by definition, a promise is something you can count on. Can a company just change their billing rates at random? This seems unfair at best, illegal at worst. What is the purpose of giving someone a rate that is supposedly locked in and then saying that you can't honor it? Why even call for a rate - it seems that TWC's policy is to have the phone operators make meaningless promises and have a computer spew out a bill for a different amount every month. I'm hoping you can provide some relief.Desired Settlement: I would like to be refunded the difference between what I paid and what I was promised. I also would like the quote to be honored for the 12 months promised. Furthermore, I would like TWC to have clear billing practices that can be counted on month after month.

Business

Response:

I spoke to Mrs. [redacted] and apologized for the inconvenience she experienced. I let her know I was able to bring her monthly balance to 128.19 for the next 12months, and credited her $22.61 as courtesy for the months she paid over her promised balance. She was pleased with the outcome.