Time Warner Cable

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: Time warner cable consistantly alter billing ammounts from month to month. When bill is received its is for one ammount, without having made changes and paying ammount on bill and provided by company customer service, next billing cycle changes to much higher ammount and sometimes doubles. When customer service is contacted, they claim that there is leftover ammount from previous month and even from 2-3 months ago that never appear on any bills up until the month they choose to overcharge. Customer sevice representatives claim they dont have most up to date information because any changes can take up 24 hours to take effect even if customer makes no changes and hard copy/email statement is most accurate. So if customer service representative provides ammount and takes payment, per customer service rep "ammount is not the most up to date even if issues are from 2-3 minths ago". Large companies such as Time Warner get away with thiese issues all too often with zero accountability while holding customers to the most stringent consequesnces if even $1 is missing.Desired Settlement: I know one voice is a drop in the bucket but I would just like the Revdex.com to be aware and hopefully accumulate these to hold large companies accountable. I would like for my bills to be accurate and not be over charged and any and all adjustments to be made to what representative clearley stated (recorded conversation and acknowledged by supervisor) In call.

Business

Response:

We apologize for any inconvenience the reported issue may have caused. Spoke to Mrs. Amaya and went over her bill, the customer understands her bill is past due . As a courtesy TWC will credit the past due amount of $115.44. she is aware that the new bill will generate on 7/3 and it will include the remainding balance of 148.79 plus the month of July.

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info: at 16:12:42
Thank you for contacting Time Warner Cable. A representative will be with you shortly.
info: at 16:12:44
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info: at 16:12:44
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[redacted]: at 16:13:00
Please give me a moment to review the notes you provided and I'll be right with you. If at the end of this chat you would like to provide feedback, please click on "End Chat" and the survey will load in this same window.
[redacted]: at 16:13:35
I'll be happy to see if internet is available in your area for you.
[redacted]: at 16:16:50
Hello. I was interested in switching my service to TWC. I filled out the on-line address info and it said my address is a business address. That can't be right.
[redacted]: at 16:15:18
I am sorry you are having an issue with the issue with the website. I would be more than happy to see if we have services available in your area.
[redacted]: at 16:15:58
Would you mind if I get your address so I can pull up and see if we offer the services in your area?
[redacted]: at 16:19:28
I am at [redacted]: at 16:16:47
Thank you [redacted].
[redacted]: at 16:24:18
if you can give me 1 sec I'll be right there.
[redacted]: at 16:21:59
We do offer services in your area. I used a different space number, however I can get you transferred over to one of our Account Specialist Department if you are interested in signing up for services. The department will be able to help you get signed up and get passed the business address we both keep seeing.
[redacted]: at 16:22:39
Yes, I will be right here for you.
[redacted]: at 16:25:52
ok I'm here
[redacted]: at 16:22:55
Great.
[redacted]: at 16:26:35
That could be right. I saw I price advertised that I hope would be available to me.
[redacted]: at 16:25:01
I used space [redacted] when I pulled up the address the second time and I found we offer the services in your area. Would you like me to get you over to our Account Specialist Department today?
[redacted]: at 16:28:29
I think so. Thank you.
[redacted]: at 16:26:07
Great I will get you transferred over, and I will also make sure to let the agent know about the address issue you are having so they are aware as well.
[redacted]: at 16:29:30
great
[redacted]: at 16:26:44
You're very welcome. I am happy to welcome you to the TWC family.
info: at 16:28:23
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info: at 16:28:24
You are now chatting with [redacted].
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info: at 16:29:27
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info: at 16:29:32
You are now chatting with [redacted].
info: at 16:29:32
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[redacted]: at 16:29:59
Hello!
[redacted]: at 16:30:01
How may I assist you today?
[redacted]: at 16:33:59
Hi. I've had internet service with [redacted] for a while now. My contract expired recently and I had an internet outage for the last couple of days. Because of this I am looking at other affordable internet options.
[redacted]: at 16:31:06
Oh, I see.
[redacted]: at 16:31:15
Would you like to know about the Internet packages?
[redacted]: at 16:35:13
I think so. I know I need an wired connection for one device and wireless for another 2 devices.
[redacted]: at 16:32:15
I see.
[redacted]: at 16:32:25
Please do not close the chat, our concerned Support representative will join the chat in a few seconds.
iPanfo: at 16:32:34 Please wait while I transfer the chat to the appropriate group. info: at 16:33:00 You are now chatting with [redacted].
info: at 16:33:00
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[redacted]: at 16:33:14
Hello!
[redacted]: at 16:33:14
How are you doing today?
[redacted]: at 16:35:23
good. Thanks
[redacted]: at 16:33:57
You are welcome.
[redacted]: at 16:37:04
So after waiting most of the day today I got a rep to come by and fix the internet issue that has left me without service for the last couple of days. I am now looking at something affordable from another provider.
[redacted]: at 16:35:39
Thank you for sharing your concern with Time Warner Cable.
[redacted]: at 16:37:36
I have got access to the regular fees for our services.
[redacted]: at 16:37:44
To check availability of promotional or discounted offers for existing customers, you can log on to our website or you can contact us by phone.
[redacted]: at 16:37:49
If you log on to our website:: [redacted]: at 16:38:03
1. click on "ORDERS"
2. Under Current Services. Click "Add Services"
3. You get a page to log in to My Account.
4. Enter your details and then log in to My Account.
5. Once you log in you will get access to all the option about the offers for you.
6. Please check and see if you have entered the correct zip code of your area.
[redacted]: at 16:38:19
If you need any further support with the offers please contact us back over phone. You can get hold of a phone representative at ###-###-####.
[redacted]: at 16:38:24
They will advise you of the discounted pricing and packages available to our existing customers.
[redacted]: at 16:38:28
Subject to availability of offers for our existing customers, they will also be able to process the change with immediate effect.
[redacted]: at 16:41:22
OK. I was told by another agent that this would be passed on to you. I tried that and got the message that my address was a business address. It is not and I'm not sure how to proceed because of this.
[redacted]: at 16:43:09
We're sorry, the address you provided is a business location, not a residence. Please visit twcbc.com for further assistance.
[redacted]: at 16:43:23
that is the message I got almost 30 min ago.
[redacted]: at 16:44:14
now after all this I'm right back to it. IF that is all your customer support has to offer I guess I should stay with the company I am with.
[redacted]: at 16:43:02
Since I belong to billing department. I have got access to the regular fees for our services.
[redacted]: at 16:43:34
I request you to please call our phone support team they have all the access to all the offers for our services.
[redacted]: at 16:43:48
I will place all the necessary notes on the account.
[redacted]: at 16:44:05
It will make sure you the best offers for you.
[redacted]: at 16:44:18
You just need to make one call on the above number.
[redacted]: at 16:46:49
that's what the last guy said and you had no record of that conversation.
[redacted]: at 16:45:20
Could I have the full home address on the account?
[redacted]: at 16:48:14
My address is [redacted]: at 16:46:22
You have reached the [redacted] chat support. Please be online and dont disconnect this chat; I will just transfer this chat to the correct department in your area.
[redacted]: at 16:46:22
Please don't close this chat window till you get successfully connected with them.
info: at 16:46:42
Please wait while I transfer the chat to the appropriate group.
info: at 16:46:43
You are now chatting with [redacted].
info: at 16:46:43
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[redacted]: at 16:47:23
Thank you for waiting.
[redacted]: at 16:47:25
Hello.
[redacted]: at 16:47:29
Good Afternoon.
[redacted]: at 16:47:53
I got your issue.
[redacted]: at 16:50:24
Hi. Do you have any notes on all t=of the other chats I've had with reps for the last 45 min?
[redacted]: at 16:48:08
Is your services located in Hawaii?
[redacted]: at 16:50:40
ok that is encouraging.
[redacted]: at 16:48:19
Yes, I have the notes of the previous chat.
[redacted]: at 16:48:25
Thank you.
[redacted]: at 16:51:00
wait...maybe not. I live in the state of IDAHO
[redacted]: at 16:48:49
Alright.
[redacted]: at 16:48:58
Please help me with the zip code?
[redacted]: at 16:51:33
sure [redacted]: at 16:51:48
LEt
[redacted]: at 16:49:21
Thank you.
[redacted]: at 16:49:43
Please stay connected online.
[redacted]: at 16:49:55
I will guide you to the right support team.
info: at 16:50:10
Please wait while I transfer the chat to the appropriate group.
system: at 16:52:47
You are not currently connected to a chat representative.
info: at 16:50:38
You are now chatting with [redacted].
info: at 16:50:38
** Please do not share credit card information in this window. If credit card information is required, the agent will push a separate and secure form to you. **
[redacted]: at 16:50:45
Hello, how are you?
[redacted]: at 16:53:35
frustrated.
[redacted]: at 16:53:42
Let's just say this started at 16:12 with me asking how to get service. It is now 40 min later. I've been passed on to 4 ppl and no one can help me
[redacted]: at 16:52:52
I apologize for the inconvenience caused to you.
[redacted]: at 16:53:02
Let me go through the previous chat session.
[redacted]: at 16:55:50
sure
[redacted]: at 16:53:33
Thank you.
[redacted]: at 16:55:14
My apology for the delay.
[redacted]: at 16:55:28
I can see that you are a longtime TWC Customer. Let me check what I can do for you in this case.
[redacted]: at 16:56:37
Please disregard the above message.
[redacted]: at 17:00:12
just plz help me out huh?
[redacted]: at 16:57:52
In this case let me transfer this chat to the sales team.
[redacted]: at 17:00:57
nevermind
[redacted]: at 17:01:02
I'm done with this
[redacted]: at 17:01:20
you CAN'T answer if you have service in the area??
[redacted]: at 17:01:31
THAT"S ALL I'M ASKING!!
[redacted]: at 16:58:50
I can!
[redacted]: at 17:02:05
that would be better than the last 6 ppl I've been transfered to.
[redacted]: at 17:02:30
I'm not even a customer and I have to go thru almost an hour of being ignored
[redacted]: at 16:59:40
Yes, services are available in [redacted].
[redacted]: at 17:00:29
That is because you have been routed to technical team then billing team but no one guided you to sales team.
[redacted]: at 17:04:02
you know what. I guess the bad service I have been getting is better that what I would get here.
[redacted]: at 17:03:11
Thank you for waiting. I'll be with you in just a moment.
[redacted]: at 17:05:11
I'm sorry for the delay. I'll be right with you.
[redacted]: at 17:06:01
At the beginning of the chat you did get an answer that services were OFFER in your area.
[redacted]: at 17:10:08
Actually they check my neighbors address
[redacted]: at 17:10:27
I live at unit #[redacted] they checked #[redacted]: at 17:08:17
Even in #[redacted] the services are offered.
[redacted]: at 17:13:18
can you offer a price quote?
[redacted]: at 17:10:34
No, because I am not from sales!
[redacted]: at 17:10:50
However I can give you a rough estimation if you would like.
[redacted]: at 17:11:58
For standard Inetrnet charges are $34.99.
[redacted]: at 17:12:43
For basic Internet charges are $$29.99.
[redacted]: at 17:16:05
Thank you. We're done. I know you think I'm rude. IF you went thru what I've been thru just asking 2 questions...Even if I had 20 questions you know your dealing with a bunch of is when they don't even try for new service. It's like your company isn't even trying. Let's see how that works out for you. Will copy and paste to your "contact us" page.
[redacted]: at 17:13:05
For Turbo Charges are $44.99.
[redacted]: at 17:13:28
Sure thing!

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 stationed out in Twenty Nine Palms California going through MOS school. I decided to get Time Warner's Cable and Internet installed in my room. I paid my bills on time and everything was fine. I was with them for 5 months when I got told I was getting moved to a different school house. I returned the equipment to the Time Warner office located on Adobe Road in Twenty Nine Palms. I was never given a receipt of receiving their Cable box and Wifi modem. I left the store not even knowing I would need this information ever again. A few months later I received a call from Time Warner saying I owed them $363.77. Thinking this was a mistake I called Time Warner and asked them what I owed them the money for. They said I had failed to turn in my equipment therefore I owed them the money to replace it. I told them my story and they said they had no record of me turning it in. They then transferred me to a resolution specialist. The man said he would look into it and get back to me. He called me the following week saying that the charges were lifted. This was in 2012. I then start receiving calls and letters again in January of 2014 from a collection agency saying that I still owe this money. I have tried to get this case resolved civilly but they refuse to cooperate. I have now found out that I cannot qualify for numerous things because of my credit. I did not realize this till this year as the only thing I have ever borrowed money against was my car. I now have Poor credit and am seeking retribution.Desired Settlement: I wish to be absolved of all charges and retribution be paid for my lack of credit due to Time Warner's incompetence for resolving issues.

Business

Response:

I contacted our customer on 2/28/14 and apologized for the inconvenience. I informed him that he did not pay the final balance on his account plus collection fee. He returned 1 of the 2 pieces of equipment on his account and the account went into collections for the final balance the equipment cost. He moved and we did not have his new billing address on file. As a courtesy I removed the missing equipment of the account and he agreed to contact the collections agency and pay the final balance to close the account. I provided him the information to the collections agency and mailed a copy of his last billing statement to his current address. He was pleased with the outcome.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9947621, and find that this resolution is satisfactory to me.

Regards,

Review: June 29th, 2013 I called to have internet installed at my new house. TWC says they cant find my address in their system so they have to conduct a site survey and contact me when done and that it would take 24-96hrs (business). now its July 13 and still my address is not updated in their system? and I have been calling THEM everyday this passed week and they give me a run around saying the site survey was done but my address is still isnt in their system?unfortunatley, they are the only ones that offer good internet in my area. poor serviceDesired Settlement: at least a discount whenever I do get their internet service.

Review: In Jan 2014 I moved to a new address, I previously had only Basic TV Service. I called to move my basic service to the new address. A customer service agent for TWC offered me a package deal of Telephone, TV, and Internet for around 87 dollars a month, I was told I would receive a free gift Samsung Tablet, if I maintained this upgraded service for 90 days, in on time payment. I was to receive a code in the mail, that did not come (marketing did not send it). I called and wrote time warner in February, and was told I had to wait 90 days to comply with the conditions. After ninety days I recontacted TWC via mail and phone, asking when I would receive my Samsung Tablet. I was asked by TWC if I had received the code. I told them no, not that I am aware, and searched through my mail. I told them no. I was told they would look into it. I began contacting them back weekely, no resolution, only continued delays, at the end of April, they started telling me that I didn't qualify. I think this entire Samsung Tablet deal was a scam, that TWC stretches this out to the point, then say I had to send this code they didn't give me. I asked to escalate this with supervisors, I have not received satisfaction. I had intended to continue with my three services. But I no longer believe TWC to be honorable. My Wife and I hardly ever watch tv, so that is no longer needed. I want to continue with the internet service, we have mobile phones so that is no longer needed either. If they cannot give me what they promised. I wish to downgrade my service. I have told my friends on Facebook also, they say I should pursue this in small claims court. Will TWC do damage control, or is this typical customer support ie. No support?Desired Settlement: I want the Samsung Tablet they promised us. My wife was to receive it for Mother's day, she is disappointed, I bought her a Nook, so she could have a better ereader than her PRS-1 Sony.I want TWC to acknowledge they never sent me the "redemption code" How can TWC require you to give them something they don't provide you with? BOGUS DEAL!

Business

Response:

Time Warner Cable apologizes for any misinformation you received when you upgraded services. We take a great deal of pride to ensure our customers are treated fairly and I apologize your experience fell below our expectations. We sincerely appreciate you allowing us the opportunity to discuss the situation and are pleased we came to an understanding.

Review: December 28th I spoke to a rep at Time Warner Cable to discuss my financial hardship and make payment arrangements she couldnt give me what I needed due to my financial hardship so I asked for a supervisor who granted my extension to pay $45 on 1/15 and 2/1 $45. When I called today 1/15/15 just to let them know I was making my payment I spoke to [redacted]/rep who stated & checked my account said that the arrangement that was on my account was not invalid it should have not been granted. I could not believe what I was hearing!! I told [redacted] of my extreme financial hardship being unemployed but she repeated herself the same line to me, "you need to pay $70 on top of the $45 in order for your service not be interrupted" I told her where would I get another $70 from in the situation I am in??? So I asked for a supervisor and [redacted]/supervisor came on the line stating the same thing and I also asked for [redacted]'s manager and she said she was the top person no one was above her to make any kind of payment or grant extensions except her??? This is unbelievalbe!! Just because of the error on your supervisor's fault she made an invalid extension I have to be the one that it falls on?? I want some kind of compensation for all this frustration with Time Warner, and that no one seems to know what each other is doing or what guidelines they need to go by, it's like they make up the rules as they go!!! take off 2 payments from my billing being im going through this financial hardship and looking for employment and they are giving out invalid payment arrangements!!!! another thing they even tried to debt my bank card without my approval for $116.60!! and that is what I want waived for their misinformation & going into my account to try & take the payment!Desired Settlement: Take off payments $116.60 from my billing, that they tried to take without my approval and for all the mis information and giving my an invalid payment arrangement!!

Review: I'm extremely upset with Time Warner Cable. I called in July 2 2105 informed them I needed a couple more days to pay my cable bill. I never had a issue with Time Warner Cable ever I love the service and the customer service is always great. I spoke to 2 different supervisors that day and both gave me different information. The first supervisors told menu would have to pay the full balance in order to keep from getting my cable turned off then another informed me I can call in once the payment arrangement don't go through and set up a new payment arrangement to allow me to receive a extension which was incorrect I have a house full of family members in my home and I'm only informed Time Warner Cable I needed a week to pay off the full balance. I'm just extremely upset how I was not educated correctly and was under the impression I could extend my payment arrangement. I don't wanna leave Time Warner Cable but I know Dish is a lot cheaper per month of what I'm paying right now. I'm a loyal customer and this is just so embarrassing. I never had a issue with Time Warner Cable but this is by far upsetting to me and I'm starting to think more and more about leaving to a new carrier cheaper rates because I already feel I'm over paying for my services.Desired Settlement: I would like for them to do something because this is a huge inconvenience for my family that at my home while I'm at work and they have nothing to watch on TV. Your company should provide correct information especially when I informed them I would be able to pay in 5 days.

Business

Response:

I spoke to Mrs. [redacted] and apologized for the inconvenience. As courtesy I gave her Ultimate100 free for 6months. Customer thanked for calling her back and for the free service.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

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

Regards,

Review: Time Warner Cable is the only internet provider to my address, and instead of realizing responsibility and do their best, they offer worst internet connection I've ever seen. It took me 12 min and 4 reloads to get to their website and pay them money. More than that, it's impossible to call them and talk to a PERSON, not a robot sending signals to my modem and telling me to reload the router. I was put on hold for more than 10 min and then they just hang up on me. I can't download anything, can't watch videos, not even normal Netflix/Hulu experience. Once every hour it asks me to check internet connection. I barely get 4-6 MBps,(and it's hardwire connection) even though I am paying for 10. Wireless connection doesn't go higher than 3Mbps. So I have to either pay crazy amounts for Turbo Internet, or just pay my unreasonably high (70$ just for 10MBps internet, no cable or phone) monthly payments for constantly abrupting poor internet connection. I would be more than happy to change the provider, but if it is not TWC, it is Satellite Internet, and my building doesn't allow dish antennas on our balcony.Desired Settlement: We keep complaining, they keep ignoring. I want to get decent answer from them. If it is possible for you to make them answer - great. Thank you in advance for your help. Best Regards, [redacted]

Business

Response:

We spoke with Mrs. [redacted] and apologized for the problems she has been having with her internet. We scheduled a repair technician to come to her home for 11/15/13 that was completed successfully and extended a courtesy promotion of $39.99 for 12 months. She is very happy to have the promotion and her internet working.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9802451, and find that this resolution is satisfactory to me.

Regards,

Review: I recently moved out to West LA where Time Warner was the sole provider of cable internet. After initially signing up for their internet service, I noticed the internet connection was very sporadic and slow. I upgrade the speeds 2 times, eventually up to their 50/mbps package and still experienced the same problems. I called the customer service line to ask for a technician, which they sent. When the technician came out, they acknowledged the problem, but said they cannot do anything about it without a "supervisor" and informed me that one would contact me; a supervisor never contacted me. I repeated this process 4 different times, each time with the same acknowledgement of the problem and the same refusal to put me in touch with a supervisor. After the 4th time, I called and demanded for a supervisor over a two hour long phone call and one finally got in touch with me, only to inform me that his team is aware there is a problem in the area but does not know when it will be fixed and still charges all the customers in the area full price. The last contact I had with TWC was the supervisor saying someone will contact me within 2 days to give me a reduced rate; which was a week and 2 days ago now and they have not been in contact.Desired Settlement: I'd like Time Warner to either fix the cable and provide the service they initially promised on providing or give me a full refund of all the bills I have paid up until this point in time, since I was forced to upgrade my package due to problems on their end and was charged for a service which they did not adequately provide.

Business

Response:

On 03/26/2014 I forwarded Mr. [redacted]’s information to the area Mgr. to see if we can verify node congestion for the area and get an ETA for a resolve.

Review: In August 2013, I subscribe to Time Warner Cable, buy their internet/cable/phone package. They advertise that new customers will receive a $100 Visa rewards gift card after 90 days. On Feb, 13, 2014, I opened a ticket thru their online chat complaining that the gift card never came. They said a rep will call 3-5 business days and solve the issue. On Feb. 24, 2014, I went to their online chat again with the same issue. Another ticket was opened, number 17[redacted]27, and the analyst said to wait 4-6 wks for the gift card. Today, again thru their online chat, I complained but once again, they said to wait 4-6 wks. I think I have waited a very reasonable time for the gift card. I think this company is doing false advertisement just to get new customersDesired Settlement: I want to receive the $100 gift card as advertised and within the time limit that they advertised.

Business

Response:

I made serveral attempts to contact Ms. Rubio; messages were left with no returned call. I closed the escalation and mailed attempt to reach letter 4/16/2014.

Consumer

Response:

I have been away from home for a few days but today, in the mail, I found the $100 VISA rewards gift card so I am happy with the outcome of my complaint. However, I wonder, if I have not complained, will TWC have sent out the gift card? I wonder how many customers actually remember what they promised and did a follow-up? Just wondering...

Regards,

Review: Current billing statement this period going up (after six month) from $27.99 to $31.16. And the next billing statement will change again to $34.99. All this information I got from make call today 01/24/2015. The customer service just explain to me my rate or discount only valid for six month only and after that the rate is normal.Six month ago when a call the TWC customer service not tell me or explain to me about this condition.I assume is the rate is good for 1 year. There is no option for me either continue this service with new rate or disconnect the service.Customer service also try push me to upgrade the cable service to get special rate again but I refused it. This customer service try very hard to make it (upgrade).Right now I don't have any choice.I feel this not right for customer. If TWC explain on beginning (6 month ago) I can understand. Also for future better have legal contract on paper so both side have prove for legality.Desired Settlement: I need back the rate is $27.99 a month.

Business

Response:

Promotion has been applied to the account to extend the monthy rate of $27.99 for an additional 6 months.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10416416, and find that this resolution is satisfactory to me.

Regards,

Review: I live in Los Angeles and I am a TWC customer. I have been using TWC as my internet provider for the last 3 and a half years, and I have to say that I never had such a bad service. Despite upgrading to a faster connection (which I now think is just a scam), it is still very slow. I called TWC countless times to report this issue, and the only solution I receive is to change the router channel. I have changed the channel 15-20 times in the past year and a half, but the problem persists. They just insist that "there is no issue on our side". Which is obviously an excuse, at this point.Our speed test (from http://www.speedtest.net/) reads: Download Speed 3.10Mbps - Upload Speed 0.27MbpsThis is ridiculous.Bad service, Bad customer service.I do not recommend TWC.Desired Settlement: I would like TWC to stop blaming their bad service on non-existing issues, and actually take care of our connection problem. A list of ways they could do this:- come out here (at a reasonable time during the day) and check that everything works.- refund us for the money we have paid so far for the speed upgrade that never happened.- make sure that there are REALLY no problems on their side.

Business

Response:

Time Warner Cable apologized to the Consumer for any frustration and or inconvenienced caused as a result of the escalated complaint. Time Warner Cable has properly addressed and resolved the reported internet issue brought to our attention. As a courtesy the Consumer was upgraded to a faster speed at no additional cost which also decreased the monthly rate for the duration of the promotion given. We followed up with the consumer after the completed service call to obtain feedback as to whether or not the issue had been fully resolved and by confirmation obtained from the Consumer this case has been successfully closed due to customer satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10580485, and find that this resolution is satisfactory to me.

Regards,

Review: Time Warner sent us a Bill for our Internet Service requesting we make a payment in the amount of $78.04 by June 16th and then hit us with a late charge of $4.75 on June 12th.Desired Settlement: We would like to be reimbursed this late charge as a credit of $1.96 on our next Bill (we paid $80 on June 14th)

Business

Response:

We apologize for any inconvenience or frustration the reported issue has caused, TWC made several attempts to speak with Mr. [redacted] but were unsuccessful; however a voicemail was left with a direct contact number. In regards to the reported complaint we have provided the consumer with the proper credit as a courtesy for the accrued late fee of $4.75. Due to the last payment made on 4/24/14 for $100.00 unfortunately left a remaining balance of $17.11 which was not satisfied on time therefor resulting in a late fee on the following statement. Due to the late fee added to the following billing statement it might seem the late fee was for the current bill but that is not the case. The account has been credited accordingly and if in the future a similar incident occurs Mr. [redacted] is able to call in to our Customer Service Department [###-###-####] for further assistance. We value Mr. [redacted] as a Time Warner Cable customer and appreciate his Business.

Review: in july I was looking for new internet and tv service and debating between Verizon and time warner cable. I had seen advertised on their promotions a 300$ visa gift card if you buy a certain package.. so I called and asked for the promotion, gave the link to their website to their representative for him to verify it and include it in the notes and he did.. and before finishing signing me up, he said, if I kept the service for 90 days, I qualify for a laptop. I asked if it was in addition to the gift card and he said yes, I asked many times to make sure since it sounded too good to be true, and he said yes.. so I went ahead and signed up and upgraded the package to meet the requirements for the laptop as well and ended up buying a more expensive package.

when install day came, they sent me the wrong equipment and enough for two tvs even though I had ordered three.. when I called to check why, they ended up telling me that I need to pay more for a third even though the representative told me it was for three originally.

at that point, I asked about my promotions and was told that I did not qualify for either because the person who set up my account did it wrong.. after escalating it and telling them it was not my fault that he did his job wrong, a manager said he will send me the codes for the promotions.

I received the same code twice, for the laptop only. I called to check on the visa card, and I was told that they will escalate it for someone to look into it. today I got a call from them saying that unfortunately, I can only qualify for one, even though they promised two and put it in the notes in their system and was told that they will not honor the gift card. so, I ended up choosing them for a promotion that I was promised but did not get, I ended upgrading my service from what I wanted to qualify for the things they promised me but did not get them, I was misquoted the prices and when they charged me more that I was quoted, I let it go.Desired Settlement: I would like to get what I was promised, the laptop and the 300$ gift card as promised or credit to the account for the equivalent of the amount I was promised

thank you

Business

Response:

Steps Taken to Resolve:

Review: We have a problem connecting to internet, we contacted the provider (time warner) to troubleshoot the issue, they ask us to turn off the modem and turn it back on, it didn't help, so they said we need to send someone to fix the problem and the earliest would be 5days. I explained that I am using the internet for my Business, they said nothing we can do. I requested to speak to a supervisor the same agent drop it to 4 days, but still too long because we use internet for phone and to go online, for personnel and Business. The problem started when I requested to speak to a supervisor, a lady with name: [redacted] (id#13##7), she said in a rood way we can't give you earlier date and now it is not 4 days but 5 days to come fix your internet. It is like a punishment. (Egyptian way)It is not acceptable to receive such a bad service and rood communication.Desired Settlement: Need a call from. Director to explain the situation and apologize

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. Time Warner Cable has made mutltiple attempts to contact the Mr. [redacted] in efforts to address his concern. Our records indicate the service call requested on 12/12/2014 was cancelled on 12/13/2014 by the subscriber upon confirming service was working and restored. We want to ensure the consumer is aware that we value him as a customer and appreciate his business.

Review: From the moment of installation, and corrected installation, our service has been unstable. Internet runs slow, including, total loss of service on 02/15/2015. When tech support was reached, spoke to a total of 4 people, who refused to provide a service technician to our home, insisting that the problem was our modem, when it reality it was time warner's system since all power was out for phone, internet and TV. All customer services were most incompetent, rude and refused to assist. I have gone for 2 days without service, and over a month with intermittent cable and internet.Desired Settlement: A complete refund since time of installation, and or a credit for 2 months. Most importantly, to have a senior technician that can address the issue once and for all.

Business

Response:

I apologized for any inconvenience Mrs. [redacted] has experienced. We had a tech go out to try to fix her issue, he referred his findings to our maintenance department. The tech supervisor contacted Mrs. [redacted] to address her reported issues; however, she refused to allow him to speak and expressed her disappointment with the TWC and our technicians. The technical supervisor was not allowed to addressed her concerns. I tried several more times to speak with Mrs. [redacted] and she refused my assistance amd would not allow me to help. She hung up on me twice.

Review: Time Warner Cable is offering a promo called "Extreme Internet" for $34.99 a month. On their website they advertise the deal as Speeds Up to 50Mega Bytes per second download but I only receive 8. Time Warner Cable sent a tech to my house and the tech told me in order to get the 50Mega Byte Download I had to order more equipment from the company. I called TWC to explain that no where on their website does it say I need to order more equipment to get the service I should already be receiving. I asked for a refund and was laughed at. I was mislead and taken advantage of. The internet speed I pay for is impossible to get on my current equipment and TWC never informed me.Desired Settlement: TWC offers a lower package internet that is comparable to the service I'm receiving. A refund of the difference between the internet package I was paying for and not receiving to the lower package that I was receiving.

Business

Response:

Time Warner Cable has been in contact with Mr. [redacted] and is currently working on correcting the issues he brought to our attention.

Review: JUST STARTED USING TIME WARNER CABLE, CS GUY TOLD ME COULD UPGRADE MY SERVISE AND GO BACK TO PLAN I HAD ANYTIME I WANT, HOWEVER, AFTER USING THE NEW SERVICE FOR JUST 2 WEEKS, DECIDED TO GO BACK TO SERVICE STARTED, THEY WONT ALLOW ME TO DO SO, THIS IS A COMPANY WITH EMPLOYEES WANT THEIR SALES GOAL BUT JUST CHEATING THEIR CUSTOMERS,. VERY UNRELIABLE.Desired Settlement: GET BACK TO THE PLAN I HAD BEFORE!

Business

Response:

Mr. S[redacted] phone service has been cancelled, downgraded the cable to starter TV and internet to standard at $49.99 for 12 months per his request. He will be exchanging the cable box for a digital adapter at a TWC store. We apologize for any inconvenience this issue may have caused.