Time Warner Cable

Review: I am paying for Variety Pass Plus package but I could not view the channel named MBCD which is clearly listed as included for the package. This is one of 5 Korean channels provided by the package and my primary reason for subscribing it. I had contacted TWC customer service numerous times for this issue but it has never been resolved.Desired Settlement: All I want is to get the service that I am paying for.

Business

Response:

Time Warner Cable contacted customer after reviewing account and advised to have technician come out to customers home. After tech visit customers issue was escalated to proper department for resolution.

Business

Response:

Time Warner Cable contacted customer after reviewing account and advised to have technician come out to customers home. After tech visit customers issue was escalated to proper department for resolution and has now been resolved.

Consumer

Response:

Review: 10281733I am rejecting this response because:

I am finally able to watch the channel 1471. However, I found channels 1475 KBS, 1483 TVK, 1484 TVK2, and 1490 MNET are all 'Not Authorized'. These are the channels offered as part of the Variety Pass Plus package I am paying for and had no problem previously. They fixed 1 broke 4!

Regards,[redacted]

Review: I made changes to my service in June 2015, a technician was suppose to come out and replace the equipment to upgrade my modem and down grade my cable service. No one came until I called again. In July 2015, a technician by the name of Hugo C[redacted] came to us from Time Warner Cable to change our equipment and install the new equipment. He left with our old equipment. I was told by customer service that I will be receiving credit for the service change and it would be honoring the change made in June even though the equipment was change in July. When I received my statement no credit was applied. I was then told that they never received the DVR and my service was not changed. Case has been open but they keep requesting for a receipt that I do not have. I was then advised to go to the office located close to my home to show the equipment that was left to help my case, but the office said nothing can be done and they will just reopen my case again. This is an ongoing issue since June 2015 and it is now September 2015 and I am still paying the high bills.Desired Settlement: Refund as promised, I was suppose to be paying only $75.00 from June and I have been paying more. I am owed and I should not pay for a missing DVR their employee neglected to turn in.

Business

Response:

I telephoned and spoke with Mr. Marroquin in regards to her concern. I apologized for any inconvenience that this may have caused. I made her aware that we was able to locate the equipment and removed the service charge from the account. I issued an adjustment in the amount of $71.96 for 4 months overcharge for the DVR. Ms. Marroquin was pleased and thanked me for my assistance.

Review: I added service and was qualified for a cash back reweds card to pay out my [redacted] contract, I paid 190.00 to cancel services with [redacted] and expected to get that cash back from Time Warner cable. I submitted all the necessary documents, I received my first bill online by email saying that it 260+ dollars, I had just had the installation completed about 15-17 days prior to getting the bill, I did not understand why I owed so much so soon. I called and the first rep told me the bills generate that way and not to worry about the due now part on the bill just to make my payment 30 days from install then I asked to speak to a supervisor to be sure, and he told me to make it no later than the 21st and I wouldn't be late and still qualify. I asked a few questions about the service since it was not what I thought I had purchased he upgraded me to a free box for a year because they did not give me the right package to begin with. Then I call to get status on my rewards cash back and I am told I do not qualify because I paid late. I speak to one supervisor she says she will call me back never calls me back I call back the next day and rep says I am placed on a exception list since I was told incorrect information, then I call again to get status and I am told I was not placed on an exception list I was denied. I ask them to pull the call where the both reps give me a bogus due date and they say ok and open another dispute ticket asking me to call back then I call back and again I am denied. I ask if they pulled the call they said no only directors can do that. So I ask to speak to a director, and I am not allowed to so they have to call me back. Their reps made me feel like I was being irresponsible for not listening to my bills, but I explained I know I have to go by my bill but when a customer does not understand the bill amount or due date we call them to get a explanation and instead they say what I want to hear so I do not get upset at that moment, say not to worry do this and that I trust them and then I find it was not correct info. I as customer do not know that they are giving me incorrect information so I don't believe I am the irresponsible one. Every time I call I am on hold for 10-20 mins. so I can hear that I need to call back again, or call this other department that sends me back to customer service, I feel like they are giving false or incorrect information and that is not fair.Desired Settlement: I would like the rewards card I was promised as a deal if I cancelled my service with [redacted]. I paid 190.00 of cancellation services, I do not make that much money but thought I would get it back from Time warner and did not. I could have just stayed with [redacted] until my contract was finished but Time Warner made it look so good and so easy and so beneficial.

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.

Unfortunately,

due to your poor payment history we are unable to honor the receipt of a gift

card from Time Warner Cable. It is one of the terms of the gift card to

maintain your account in good standing and when your payments were received

late you were automatically disqualified.

We

do apologize that this is the case, because we value you as a customer and we

appreciate your business. We know you have a choice in service provider’s and

we thank you for choosing Time Warner Cable.

Review: I went online to make a payment last night for my cable bill. The payment amount was short of $5.03 of the original payment. I called a few minutes after I received an email confirmation of payment transaction. I informed the Customer Service Representative if services will be disconnected due to payment being less than the original. He reassured me that the $5.03 will be carried over to the next billing cycling. Today, my wife was going to order a movie on demand but was unable to. She called Time Warner Cable, she was informed that if the remaining balance was not paid today than services will be disconnected. She made the payment over the phone with a supervisor name [redacted]. As a courtesy, [redacted] was going to send a signal to the box to allow the purchase a movie on demand.

My wife tried to purchase a movie a few minutes after the phone call but was unable to. I called Time Warner Cable, was put on hold by [redacted], Customer Service Rep, and was disconnected. I called again and spoke with [redacted], Customer Service Rep. She informed that we are unable to purchase a movie due to the billing transaction. I informed [redacted] on what was told to my wife from a supervisor, [redacted]. The Service Rep. said that the supervisor should have not told us that and we to wait 24 hours after the payment made. The only option that can be made is the service rep to send an email to the supervisor my wife spoke to.

We were able to purchase movies with no problems until today.Desired Settlement: A billing adjustment for the movie that was purchased via On Demand and three months of complimentary movie channels.

Business

Response:

Time Warner Cable apologizes for any misinformation you received regarding video on demand and pay per view restrictions. As discussed, when an account is already past due, any unpaid balance can trigger a restriction. Thank you so much for allowing us the opportunity to work with you. Per our conversation, the last 3 movies purchased at $5.99 each on the account have been reversed. A total credit of $17.97 has been applied.

We value you as a customer and appreciate your business.

Review: I have Time Warner as my internet provider and I went on line last weekend to purchase cable tv service which I really was looking for international "Arabic" Package and I was told that I can get everything (Internet+TV+Phone) for $120/ month and I asked repeatedly about how many Arabic channels they have in the package and the representative that I was chatting with on line told me 20 channels, but he couldn't tell what the channels were.

I asked to speak to his supervisor and he called me and I informed him that I can't believe that they can't tell me what are the Arabic channels are and how do they expect the customer to buy something that [redacted] isn't given a description of and he confirmed that they can't until I purchase the deal they they will tell me what are the 20 channels. I ended up having to buy it and was told by the supervisor that he will have to connect me to customer service since they still can't tell me what the channels were even thought they already scheduled me for installation

After being transferred to customer service, I was informed that there is only 2 to 3 channels only and he can't believe that they told me there was 20 channels. I informed him that I have all the chat between me and the rep still saved which I still have for evidence. I can't believe that a big company such as Time Warner can lie this much about products that they offerDesired Settlement: I need compensation for all the time lost and being lied to. It is very un-ethical and the company should research the issue to stop misleading the consumer.

Business

Response:

We apologize for any misinformation given. At this time, customer has contacted our Customer Service department and the service upgrade has been cancelled as requested. The internet service rate has been discounted for the next 12 as compensation.

Consumer

Response:

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

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is not true that the new 12 month contract was a compensation for what happened, every year when the service go up and a promotion finishes, I call and they renew for the next 12 months, that has nothing to do as a compensation for given a false advertising which can be dealt with through the court system, I have copies and images of the conversation with the representative on line and those are clear evidence against Times Warner

Regards,

Review: This company changed my account number after I transferred apartments. Although I was paying my bill on time, the funds were going to the old account instead of the New account number. Although I have contacted them several times via phone since December, they did not credit the new account with the money I already paid. They claimed they would extend my service until 2/4 & I would recieve a check for the old account. Instead they raised my rate of $45 per month to $65 per month & expect me to pay over $145 by 2/3/14. They owe me $92 & a discount for all the negligence they have put me through. It's a clear case of theft.Desired Settlement: $150 credited to my account& a discounted monthly rate of $35 per month

Business

Response:

We apologize for the inconvenience this issue may have caused. We’ve contacted our customer and advised her that the payments were located and were refunded on 1/17/14. The disconnection order was cancelled and as a courtesy we placed her on a new promotion.

Review: TWC started to charge $39.99 for some unknown reason on my $29.99 plan. I knew my plan was about to expire, but not yet. I called them and they extended the pricing until June 2014. I called them and complained. The person that answered said they see no problem and it should be resolved by next bill. I filed a complaint with my credit card company. Then I got a bill for $67.40 which is way over what it should be. They've even put on $10 "credits and one-time charges" whatever that means. They are trying to scam me since I'm already enrolled in the automatic payment plan.Desired Settlement: I would like them to stop overcharging me and get the bill sorted out. I want them to take off bogus charges and get my bill down to $29.99 which is what they told me it is until June 2014.

Business

Response:

I’ve called Mr. [redacted] numerous times, but he has not returned my calls. In researching the account, I found the reason his statement balance for service period 1-10-14 to 2-9-14 totals $67.40 is partly due to the previous payment of $39.99 being charged back by Mr. [redacted]’s credit card company as Mr. [redacted] disputed the charge with them. The dispute of the charge also added an additional $10.00 credit card chargeback fee for a total of $49.99. The remaining balance is the new service fee of $17.41.

Mr. [redacted] had called in on 12/2/13 with his billing concerns and adjustments were made on his account at that time. His standard monthly rate until June 2014 will be $29.99. After June 2014 the rate will go up to $34.99 for the remaining 6 months.

As courtesy, I have applied credit on the account for $37.41 as requested by Mr. [redacted] which has brought his current balance down to $29.99.

Review: I am writing to dispute the debt collection on behalf of Time Warner West Pacwest Precollect dated 9/7/13 in the amount of $139.06. The equipment was returned to TWC on 7/3/13 to the Beverly Connection in Los Angeles, CA and documented in my account via confirmation #2[redacted]0. Furthermore, I took at photo of the return. A supervisor notated my account when I called and assured me that they would be writing off said charges when I forwarded said photograph. No service were provided past 7/3/13 and my issue #14605597 and #14936953 should document the numerous hours I have spent on the phone with customer service with Time Warner Cable. They failed to provide service and assured me that I would not be billed beyond the equipment return date. This all amounts to an egregious and unreasonable attempt to gouge a customer. I was not satisfied with the service provided and TWC missed two service appointments. I canceled my service after spending countless hours on the phone with customer service and "retention department". The fact of the matter is that TWC modem broke, the repair tech never showed for multiple service appointment, and now I'm being forced to eat the cost for their lack of customer service and incompetency. Truth be told, this has been the most frustrating experience with a service provider I have ever had. I was consistently told one thing (issue would be researched) and there was never a follow through or there was apathy from the customer service employee. I was told there would be an inventory check at the Beverly Connection store, which never happened, despite a ticket # created. I visited the stored on multiple occasion after returning the modem and the manager on duty was curt, rude, and failed to return my call with an update on the issue. I called customer service once again and a supervisor assured me that the modem in question would be written off if I provided the photo evidence (attached to this email), at which point I returned to the location again andDesired Settlement: Overturn of charges sent to collection and account zeroed.

Business

Response:

TWC spoke wth Mr. [redacted] and apologized for the inconvenience. It was explained to him that the letter he received was a pre-collection letter requesting him to pay or return the equipment to TWC. Mr. [redacted]'s account was not placed in collection. We have removed the equipment in question from the account which has been completely closed to his satisfaction.

Review: From my research it seems that I am not the only customer who has had the old "bait and switch" pulled on them by TWC. I've had TWC TV service in Los Angeles for many years but recently was convinced to switch my internet service over to them also. Long story short they also managed to add a home phone (which I did not need) but told me it would lower my bill, so I agreed. Quote $138 per month by Agent ID# O46. Now the ONLY demand that I made VERY clear was that I did not want ANY of my cable channels changing, I was promised they wouldn't. The day after the phone was installed (10/3) I noticed that I no longer had HBO, Showtime or TMC. I immediately called and was told they would fix it....after 1 hour 7 minutes on the phone the channels were added and I was told my bill was now $179. Of course I told them that was unacceptable as I was quoted $138....nothing they would do but recommend I call back to the Customer Solution Department when they opened the next day. I did just that and was told that there was nothing they could do to get that price....but they could remove the phone (which was meant to save me money) and the bill would be $153 (by Agent ID# 8JA). This practice is disgusting at best and at worst it has to be illegal. It's a classic bait and switch and they seem to get away with it because who do you complain to? At this point they have scammed me out of an additional $15 per month.Desired Settlement: Honor the original price that I was quoted for the service (and channels) I was told I would get. That's it!!!

Business

Response:

Mr. Healy agreed to lower the monthly rate from $143.48 to $130.48 for 12 months. We apologize for any inconvenience this issue may have caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10863743, and find that this resolution is satisfactory to me.

Regards,

J[redacted]

Review: I contacted Time Warner to install Cable, Internet and Home Phone service in my home. The process took more than 7 hrs, left garbage in my back yard, front yard, garage and in all rooms where installation took place. I have dirty carpet, property damage and no information on use of products. I have spent over 1.5 hours cleaning up and working on the equipment to get it working properly. I will have another hour of work to do on my home to fix walls when they come back to fix the shoddy installation job. I have spent over 3.5 hours on the phone with several customer service departments asking for information on my equipment and how to get it working properly. I was hung up on by a supervisor and no return call was made. No one can offer me a refund for my monthly charge, which is not an unreasonable request given the amount of time and stress it has caused to fix and research how to use their equipment on my own.Desired Settlement: I want Time Warner Cable to refund me one month of service in the amount of $153.43 for the time I have had to give up doing their job.

Business

Response:

This case has been forwarded to the proper local divison for handling and follow up.

Review: I called TWC to cancel service, and the representative asked if I would remain with TWC if they were able to match their competitor's price. I gladly agreed. My monthly billing amount was to be between $161 and $163 including taxes, for the next two years. A few days later, I called back because some of my premium channels had not yet been added even though I was now paying for them. They were then added. My next week was $176 BEFORE taxes. I called and was told that was the amount agreed upon and since no promotions were available, there was nothing that could be done. After 2 days of calls to representative and speaking to managers, nothing was changed. I then went to twitter for help. I was then given a promotional credit of $12 per month, but this would only be for 12 months. So, even with the credit, I'm still overpaying by $10 to $12 per month for the first year, and approximately $20 to $24 for the second year, compared to what I was quoted. I've now received this month's bill, and the credit has been cut to $7. I spoke to a CSR who informed me that my 3 month value discount has expired, and the last $7 credit was a courtesy so my bill wouldn't jump too much in one month. It's poor practice to not honor what is quoted to a customer, just because it is done verbally. I stayed with TWC and canceled the installation with another provider in good faith, believing that our conversation would be honored. Quotes aren't provided in writing, but perhaps they should be to protect the customer. I've asked to have the transcript of my initial cancelation call reviewed, so that the quote could be honored, but that request was repeatedly denied as well. I've spent countless hours trying to have TWC live up to their promise, but to no avail.Desired Settlement: I would like for my initial quote to be honored, and an adjustment provided for the months in which I was supposed to be billed at a lower rate.

Business

Response:

Dear [redacted] Time Warner Cable has attempted to contact you at [redacted] and [redacted] in an attempt to resolve your reported issue. Unfortunately, we have not been successful. Please accept Time Warner Cable’s sincere apology for your recent experience. We value our customers and are committed to providing quality customer service. When this does not happen, Time Warner Cable wants to correct the problem and address all areas of opportunity. If you are still in need of assistance, please contact me at [redacted] I look forward to assisting you. Sincerely,[redacted]Time Warner CableClient Relations Staten Island, Bergen and Mt Vernon[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We have since been in touch and come to a resolution. Time Warner Cable has agreed to honor their original quote.

Regards,

Consumer

Response:

I would like to reopen this complaint. After speaking to TWC this should have been resolved, however I noticed I'm now missing channels that were not suppose to be removed. I have been unsuccessful in reaching the TWC representative to further dicuss why our agreement is not being met

Business

Response:

Dear [redacted] Time Warner Cable has attempted to contact you at [redacted] in an attempt to resolve your reported issue. Unfortunately, we have not been successful. Please accept Time Warner Cable’s sincere apology for your recent experience. We value our customers and are committed to providing quality customer service. When this does not happen, Time Warner Cable wants to correct the problem and address all areas of opportunity. If you are still in need of assistance, please contact me at [redacted] I look forward to assisting you. Sincerely,[redacted]Client Relations

Business

Response:

Dear [redacted] Time Warner Cable has attempted to contact you at ([redacted] in an attempt to resolve your reported issue. Unfortunately, we have not been successful. Please accept Time Warner Cable’s sincere apology for your recent experience. We value our customers and are committed to providing quality customer service. When this does not happen, Time Warner Cable wants to correct the problem and address all areas of opportunity. If you are still in need of assistance, please contact me at [redacted]. I look forward to assisting you. Sincerely,[redacted]Client Relations

Review: The internet service that time Warner cable provide is ridiculous I have been charged for a service since five months and have called several time to fix the issues I'm experiencing and made it quite clear what service I wanted since I signed up and now they tell me I was signed up for the wrong service due to their mistake and want to charge me an additional charge. I strongly believe they are trying to force me into paying more by providing me poor service. I also think they have misleading advertisement. I'm talking about time warner cable and internet provider, not the specific location.Desired Settlement: a refund of the internet service I've been paying for the last 7 or 8 months about thirty dollars a month adding up to about $240

Business

Response:

TWC spoke with Mr. [redacted] and his account was past due at 69 day delinquent. He demanded that we fix his issues prior to him making a payment. We set up a TC for 02/04/13 to verify that the customer was having problems with the service. Upon the service call it was verified that there was poor quality cabling in the home and we replaced all the connectors and fittings to ensure good signal. Customer was advised that the number of devices he hooks up to the internet can affect the speed and connection to the wireless service. A credit for $138.09 was issued for service problems and $20.00 was given for the inconvenience of the Super Bowl being interrupted by the service problems he had. TWC also reversed the deposit that was applied to the account as the customer stated he was not made aware of the deposit. Mr. [redacted] is very happy that the problems have been resolved.

Consumer

Response:

Thank you so much for the help my service is much better and I'm satisfied. I have reviewed the response made by the business in reference to complaint ID 9909045, and find that this resolution is satisfactory to me.

Regards,

Review: On June the 14th I applied to get a time warner cable internet service did it on line then called over the phone to make sure they got my order right I got ever thing straight been promised that the service will be connected as soon as I get my modem and router connected and call back did what I was asked to do but they fiquerd out that my line needs to be connected from the outside and that they will send a technician to take care of that in couple days even though they took the money out of my account before I even start the service the technician came tried to locate the outside box to connect my service and wasn't able to locate it so he said if I had paid for the instillation they would have to find it the same day but because I did the installation my self I have to wait and he also stated they only allow him 20 mins per job and it took more than 20 mins so he has to leave and call his supervisor to get some one else to do the job and they should show up any time between when he leaves and 7pm waited and no one showed up I tried to call to get them to send some one to fix that issue so I can get my service going but never got a straight answer they always try to blame it on some other department called back again Saturday night was promised there team should show up on Monday then received an email saying they can't process my order called again today on June 22nd Trying to see what is that email about and tried to speak to a management they said they can't get me a management to talk to refused to give a complaint line and said it will take at least another week to get the service technician back to my house and when I demanded a manager they put me on hold for a good 30 mins then spoke to a man stated his name as lorn which I doubt that's his real name even and when I I asked him to give me the corporate number he just made up a number and gave it to me it was a false number I don't know what to complain about delivery or the bad customer service They offerDesired Settlement: I just want my service to be connected as fast as they were fast taking the money out of my account please

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. As a courtesy we have applied a service credit to the account in the amount of $10.50. We want to ensure the consumer is aware that we value him as a customer and appreciate his business.

Review: I am forced into paying a leasing fee for a modem that was included in the service and there is no place in the contract that I would have to pay or be subject to a leasing fee, I had no notification that I would be having this fee applied to my bills not a phone call mail out or insert that they were going to be increasing my bill. I find it really frustrating that a big company can get away with just doing price increases with out notifying the customer with a decent amount of time to find alternate means of service or agree to the price hike.Desired Settlement: to not be forced into having to pay a leasing fee for a product that was already established in the service.

Business

Response:

I spoke to Mrs. [redacted] and apologized for the inconvenience. I let her know I understood her position. She stated she knew about the rate increase because she received an e-mail from TWC making her aware of it. I offered her the option for me to e-mail her the list of approved modems by TWC, so she can purchase her own modem and save the monthly fee of $5.99. She agreed for me to send her the list, however for now she will keep services as they are. Mrs. [redacted] thanked me for calling her back.

Review: Customer service is not the only complaint I have with this company. Upon initial signing up with company, I requested an email of the service I agreed too back in the beginning of July. As of today's date I have NEVER received that email OR any other email I requested while talking with reps. I was lied to about the cost to install the service and was told by [redacted] (one who signed me up) I could use $300 reward card to pay for any fees on day of installation. NOT TRUE. I have to wait 3 months to see if I am a customer in good standing to receive such item which was NEVER told to me UNTIL I called and questioned it. Upon one of the many phone calls I spoke to a girl in Texas who I said I have to wait for rewards card (even though no mention of that was made upon signing up), would they wait for installation fee. She said she would speak to a supervisor and call me back. NO CALL EVER CAME! I was also told upon signing up that I could transfer current number I had for my home. I sat through the transfer call and received a confirmation number. Upon installation on August 1, the tech NEVER asked if I had any questions or needed assistance with equipment or setting up my phone. I spent 2 weeks trying to set up a voicemail that I was charged for but was never hooked up. Service was so bad after 1 1/2 weeks of installation had to have tech come and repair it. Then was told due to all problems if I paid $117.16 my account would not be behind and in good standing. 1 week later I am told that was a lie and now I have an unpaid balance due and my service will be shut off if not paid. I have requested call backs and even have an email saying I would get a call back from a Supervisor and have not after 2 weeks. I have been very patient and trying to handle this problem but I find the only thing to do is turn service off and request my account to be at zero owed.Desired Settlement: I would like to have no balance due on my account once all equipment is returned to company.

Business

Response:

A representative apologized on 9/10/15 and noted credits issued exceeding $100.

Review: Hi,I've ordered a cable bundle 4 times (November, December 7, December 30, January 15) and still do not have television. I have existing internet service with this provider, and attempted to change my package to include TV in November when another promotion expired. They offered a bundle package to reduce my rate. It was not provided on any of these dates, and my bill has subsequently increased. Finally on Jan 17 they sent out a tech, who spent 3 hours at my house, then my cable still is not functioning. They said they would send out an outside tech to repair at the street, but this has not happened and I still have no service. When I called today, the CS rep, Daryl, DB1, said that they have no record of any of this and would be happy to send out another tech to waste my time again, and would be willing to issue credits starting Jan 17, which in reality would actually increase my bill (no bundle pricing). Each time I had paid my bill due according to the c/s rep, though this time I refused until this situation is resolved.I have no recourse since this is the only cable internet provider in my neighborhood. Please help. They said my conversations were recorded, but then told me they have no record of any of this later.Desired Settlement: Back billing credits starting in November. Hold this company accountable for promises made. There were many, and none were kept. I am happy to provide payment for services rendered, less broken promises.

Business

Response:

I spoke to Mr. [redacted] and apoligized for the inconvenience. We were able to fix his problem once we replaced the main drop. I credited customer $125.00 for the inconvenience.Mr. [redacted] was very pleased with tech and prompt resolution.

Review: In December of 2013 I called Time Warner to disconnect my internet service. They confirmed over the telephone that my service was now disconnected. Over the next several months, Time Warner continued to withdraw money directly out of my bank account without my permission. When I called, they again confirmed that my services were disconnected in December. They apologized and promised to send me a refund for all the money taken out of my bank account after December 2013. For the next few months, money was continuing to be withdrawn from my bank account by Time Warner. When I called yet again, they again apologized and promised that the automatic payment was completely cancelled, that no more money would be taken from my account, and that a refund check was in the process of being sent to me. At that time they informed me that I never returned the internet router. I told them that the router had been lost when I moved, and to take whatever was owed by me for the router from the balance of the refund they were in the process of issuing to me. They agreed. Now, months later, I am getting dozens of phone calls from a debt collection agency saying that I owe Time Warner money and if I refuse to pay, they will take action against me. I have called Time Warner NUMEROUS times to try to fix this problem and NO ONE will help get this resolved. As far as I am concerned not only do I owe them nothing, but they owe me hundreds of dollars. I am completely baffled how to bring this horrible experience to an end. I need help!Desired Settlement: I want all the money that was taken out of my bank account without my permission after my service was cancelled in December of 2013, minus the value of the router that I misplaced and therefore never returned.

Business

Response:

Steps Taken to

Resolve:

Review: I have had multiple internet outages recently. Time Warner suggested that I need to upgrade my modem since it is nearing two years of age and they tend to break. It is unfortunate that Time Warner issues such unreliable equipment, but I guess it is a business decision to have to replace modems every couple of years instead of distributing reliable equipment.

The first modem they shipped me got shipped on October 11th. I never received it. When I called to check in they said their system says it was delivered. After convincing them it was not received, they attempted to send another. That one was overnighted. I did not receive that one either. When I called back, the representative said he has never heard of two not showing up. We confirmed the system is shipping to correct address, but they were dumb-founded on the issue and I was told the representative's supervisor was just as dumb-founded on the situation. He said in lieu of shipping he will send schedule a representative to come out and drop off the modem. He assured me I did not have to be home during appointment time. I got the call today from the technician when he got to my house. I told him to leave it at the door. He said he couldn't. This process has been going on for a looong time (4 weeks so far), and I am exhausted by it. I just want a reliable modem. Time Warner claims they can not track the packages they send me. I find this hard to believe. I would like to know where these supposed modems are going, so maybe we can get to the bottom of this.Desired Settlement: I want TIme Warner to get me a reliable modem ASAP. When I say reliable, I mean one that is better than the off the shelf garbage they normally send out. I want something that will prevent me from having to call them in two years to start the vicious cycle all over again. When I say ASAP, I mean yesterday, but tomorrow will work. I also want to ensure that any charges associated with shipping multiples times and technicians never make it to my bill to have to be credited back off. This is also a tedious process that any decent human being should have to endure.

Business

Response:

A service call was completed on November 11, 2014, we exchanged out the modem and made sure everything was up and running to the customer’s satisfaction. [redacted]Escalations Analyst

Review: Our cable has had missing channels for almost a week - each time we call we get a computer voice stating "you have a 45 minute wait" or "we have too high a volume of calls please try again later". The one I got to talk to a human being I was told "we are currently upgrading our system and can not schedule a service rep to come out to fix your problem". We are missing channels 137, 138, 132, 108, 125, 126, 199, 200 and several more.Desired Settlement: To have a repair man fix our problem, either at their and or ours (newer cable box).

Business

Response:

We want to apologize first and foremost for any inconvenience or frustration the reported issue has caused Mr. and Mrs. R[redacted]. We have addressed and resolved the missing channels the consumer was having issues with. We scheduled a Trouble call appointment and found minor issues at the residence which was causing a few channels to be unavailable for viewing. We have received confirmation from Mrs. R[redacted] that they are no longer experiencing these types of issues and informed us that the Technician fixed the issue they were having. We want the consumer to know that we do appreciate their Loyalty with Time Warner Cable and value them as our customer’s.

Review: Time Warner completely botched our account. All we did was try to change our billing address and add cable to our subscription. Instead, we were sent the wrong equipment, and have been sent wrongful bills stating money owed on services we never had established. I spent hours on the phone trying to correct the mistakes, being patient with them to keep my business, but in the end just cancelled service after more mistakes. As a result, we have been sent multiple bills, some for services we never had, and after more hour long conversations finally was told everything was straightened out and we owed only $17.47. I just received a phone call from a collection agency stating I owe more money, a total I have never heard of, all a complete shock. Time Warner has never been helpful and have never been committed to fixing our problems, after giving them multiple chances to keep our business. I have wasted precious time in my short life in dealing with this first world problem.Desired Settlement: I would like a settlement or a refund for my time. I have had to spend over six hours on the phone with them, causing great stress to myself, and I have had to spend time on the weekend going to one of their locations to try to fix the billing debacle. Now I have to spend more time dealing with a collection agency for a bill I was never notified of until now.Thank you for helping me deal with this matter.

Business

Response:

IC System is not a collection agency; it is an internal department for TWC. A credit of $34.53 was applied and the account is at a zero balance. TWC does not compensate for lost time. TWC has left multiple voicemails for Ms. Maguire to assist with her concerns. We will be sending a letter requesting her to call back to further address her issues. We apologize for the inconvenience this issue may have caused.