Time Warner Cable

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: 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 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: 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: 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: 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 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: 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 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.

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: 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 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: 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 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: 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: 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: 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 have called Time Warner to cancel my service, effectively immediately. They have arbitrarily added two weeks to the cancellation, because it is there "procedure". In addition, they are seeking return of the modem provided 3 years ago, which should be fully amortized at this point. So, they are over billing for the service disconnect and modem.In addition, there is a severe customer service issue. It has taken at least a half a dozen calls, multiple transfers and disconnects. They do not seem to know who is responsible for what. At this point, I told them to bill me the $70 for the modem and cancel my service as of when I called, and they will not do it. I can't return the modem, because I do not have it. The ex-wife took it. I just want to be done with them and they have made it impossible to leave cleanly.Desired Settlement: I want a refund of the pre-payment of services I have paid for.I want to either not be billed for the modem or credited for it - due to the customer service issues.I want to be paid for my wasted time - $100 (which is cheap for them). Without them having to pay for the extremely poor service, nothing will change.

Business

Response:

I spoke to Mr. [redacted] regarding his request to disconnect service. I explained his request was placed in the system on 11/25/13 however it was still open until 12/07/13. I was able to close it early and get the modem removed once payment was made. Once Mr. [redacted] made the payment of $34.82 and I was able to remove the modem from his account.

Review: I have been told over 6 different phone calls that my bill would be reduced from $145 to $120 per month. My bill has actually now gone up to $154 per month. Additionally, I have terrible internet and phone service issues. My internet and phone go down 8 to 10 times per day. I work from home and as such, this situation is unacceptable. I have had countless service technicians come to fix the problem to no avail. Within 2 weeks, the service issues always return. I have had no help from the customer retention specialists and I also have not been contacted by Ms. D[redacted], Regional Operations VP out of Chatsworth. I expect this situation to be rectified immediately and I expect a substantial discount on my services for all of the trouble I have had. I have been a Time Warner customer for 3 years, and have never had a late payment.Desired Settlement: I want my service to be fixed so it is reliable and I want a substantial service discount to my billing account to make up for all of the problems I have had over the 3 years I have been a customer.

Business

Response:

We apologized for the inconvenience with the reported issue. We have made multiple attempts to reach the Mr. Robert S[redacted] at phone number ###-###-#### and have not been successful. TWC has mailed Mr. S[redacted] an "Attempt To Reach You" letter and provided contact information; we will await for a return call from Mr. S[redacted].

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.