Time Warner Cable

Review: Hi. We (me and my spouse) are really struggling with TWC. If you see our Revdex.com history (Mine and my spouse Yogesh Gyal), there are multiple complaint we have raised against TWC. We dont know how this company handle its customer and if you check on internet blogs, there are millions of complaint against TWC. Now our latest complaint is as follow:- (My TWC account number is 8448[redacted]245)Mine and my spouse USA working Visa expired and we had to left USA on 12th Oct2014 (our last day in USA was 12th Oct14). We called to TWC well in advance in Sept14 end and asked them to DISCONNECT INTERNET SERVICES FROM 13TH OCT14 (AS WE WILL BE IN USA ON 12TH OCT TILL EVENING) AND ASKED FOR FINAL BILL STATEMENT. THEY GAVE US $13.XX AS FINAL BILL AND WE PAID IT ON TIME. I am sure there is call records with TWC and you can check my call records that I asked to disconnect services from 13th Oct. BUT, then on 12th Oct my internet services disconnected, while I asked to disconnect from 13th Oct. I was really really frustrated (as 12th was critical day to check flight status etc and they disconnect the internet even I asked to disconnect from 13th)..So, I called TWC on 12th Oct and asked them why they disconnected my service etc and MIGHT ASK TO START SERVICE ONLY FOR 12th OCT (I dont remember exactly if I asked this, even though if I asked to restart, I HAVE DEFINETLY ASKED TO RESTART ONLY FOR 12th OCT AS I AM LEAVING USA)...And my internet worked on 12th Oct after sometime of my call. Now today I received a Bill for TWC internet from 12th Oct - 11th Nov. That means they HAVE RESTARTED MY SERVICES from 12th OCT and I am 100% sure I never asked to restart. So please help me to resolve this issue and cancel this billing of 12th Oct-11thNov for which I never use the TWC service as I am not in USA at all. Please help me and also escalate this issue and publish this issue everywhere as we are really struggling with TWC from start.Waiting for positive response. Thanks in advance.Desired Settlement: - Billing of 12th Oct-11th Nov MUST BE CANCELLED and reversed. There must be no dues to my account as I already paid my final bill of $13.36. I need written proof on my email ([redacted]@yahoo.com) that everything is settled and no dues there to TWC (I am not in USA so paper written proof will not work)- I cannot expect, but still I want compensation from TWC of my mental frustration and time waste multiple times- I want to escalate this matter to highest possible level to get fair justice

Business

Response:

Time Warner Cable apologizes for any frustration you may have encountered while attempting to discuss your recent bill for the service period of 10/12-11/11 in the amount of $39.99. As of 10/28 your TWC internet services have been disconnected and a credit of $20.64 was applied to the account for the services that were over billed from 10/13-10/28. You will receive a refund in the amount of $21.95 no later than 11/28/14.

Review: In August of 2014 I was fed up with getting bill increases due to "discounts" I was unaware I had rolling off. I called in and talked to a customer service agent, I agreed to drop my speed from 50 mb to 15 mb and was informed that the rack rate for my service would be 58.00 a month. I was hesitant about the speed decrease and my family has most certainly suffered for accepting it, however since I am a single mother of three disabled children unable to work, the ability to predict my budgeting was more important. Our service has been spotty to say the least and countless attempts to troubleshoot have left us with horrible service that we tolerate because there is no other provider for our address. This month June is 2015, my bill once again increased by 13.00, when I called in I received a generic "sorry we lied to you" and you can drop your speed to 3 mb if you would like to save that 13.00. I am disgusted with the practice of this company, after speaking to a supervisor and being told I could have a discounted home phone, I was once again informed that my loyalty of 3 years to this company meant nothing, and the fact that I was lied to was a moot point.Desired Settlement: I was told that my internet would be 58.00 for the remainder of my tenure with this company, This should absolutely be honored. I have maintained my service through 2 moves and in August of 2014 I was seeking a resolution that evidently I was falsely led to believe had been reached, turning out to only be a band aid to make me feel secure and cared about by a company that holds know respect or concern for their loyal customers.

Business

Response:

We apologize for any inconvenience the reported isssue may have caused. As a courtesy the $13.00 discount had been added back to the account and backdated to 6/21. Mrs. [redacted] is aware that this is a 12 month and is satisfied with the resolution.

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: I have been a Time Warner Cable (TMC) customer for more than ten years, having cable TV, internet and phone service at the rate of $127.94 per month. I wanted to downgrade my services. I called TWC twice and was quoted the best rate of $74 per month for internet only. The representative said the discount only for new customers. I transferred my service to AT&T and was offered the rate of $41.94 per month including internet and phone service. The new service was installed on February 27, 2015, service period end date for TWC. I called TWC to cancel the services. The representative offered me $25 per month for internet and phone service including free international phone call for certain countries. She also told me my internet service wasn’t unlimited data plan. I remembered AT&T offered me unlimited data plan and told her so. She insisted my plan had data limitation. I decided to transfer back to TWC for their unlimited data plan and cancelled phone and TV service. Next day (Saturday) I returned HDTV box to local TWC station. On Sunday, I searched internet and found my AT&T internet service was unlimited data plan as I told, then I called TWC to checked the price I have been promised and found my new plan was for internet only at rate of $70.94 per month ($87.63 plus tax etc.). I disclosed TWC internet service and asked to return the modem to local station on Monday (it is closed on Sunday). Following day I returned it. I received the bill of $32.30 including double charge the service fee $13.97 from 2/17 to 2/27 and internet service fee $18.33 from 2/28 to 3/1. If two days service fee is $18.33, then my monthly service fee should be $275. They overcharged me. I called TWC to discuss the bill. The representative said she was sorry for me, but I must make the payment which I refused. My sister paid the bill for me because she thought it was not worth to dispute it. Then I received the letter from debt collection company called IC System and asked me to pay. The letter was dated on March 25, 2015. My sister checked her bank account and TWC took the money ($32.30) from her account on March 24, 2015.Desired Settlement: I would like to get a full refund owed to me and stop to collect another $32.30 through the debt collection company. TWC does not have the right to inaccurately report nor threaten my credit rating with their deceivable practice. I would also like to have the Revdex.com investigate the misleading information about my AT&T contract.

Business

Response:

We

contacted Ms. ** to address her concern and to apologize for any inconvenience

her concern may have caused. We listened to Ms. ** and advised Ms. ** proper

feedback was submitted to the agent she spoke to regarding this issue. Ms. **

understands our resolution.

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, [redacted]

Review: Hello,My name is [redacted], I have been a customer of TWC for so long as I remeber, about 6 weeks ago I upgraded my internet service to 50Mbs highest level, (that was what I was told).I had nothing but problems since that upgrade, I requested to restore to my old service, but was told this will not solve my problems, I had 5-6 technicians visiting my home in the past 3 weeks and NONE was able to resolve the QOS of the internet connection, I had shared the attached with all your representatives and I keep getting the runaround that they will send a technician to check the service. I wonder if anyone checked to the cost of sending so many technicians without ability to resolve the problem, you have incurred cost and UNHAPPY customer , just because no one want to address the issue at higher level.I have long latency and Jitter that prevent my service to function as you can see from the attachments.please HELP ME resolve the issues.Regards,[redacted] Moonridge Terrace Pl.Beverly Hills, CA 90210###-###-#### - Home###-###-#### MobileDesired Settlement: fix the problem and credit for the time service is not functioning

Business

Response:

We apologize for any inconvenience this issue may have caused. TWC is currently working with the consumer to resolve the internet connection issue.

Review: I am a new Time Warner Customer. Before signing up a deal with TW, I confirmed that my whole house will have a good working Wi-Fi.I was ascertained, that TW uses the best industry equipment, and therefore, every room will have a strong Wi-Fi signal.After the installation, I learned, that one part of the house had almost no Wi-Fi, or Wi-Fi was extremely weak, which did not allow wireless devices like iPhone, iPad, etc., functioning.The customer service representative and then two supervisors (Franz, ID - fj8) suggested to contact technical support. Technical support could not resolve the issue, and suggested the technician's visit. The technician did not solve the problem either and left.There is a simple solution for the problem, but TW would like to charge me for that.The room which does not have Wi-Fi, does have a TV signal, and therefore an internet signal.What needs to be done is to register my personal (and TW approved) router, and the problem is solved.TW states this is possible to do within 5 mins, but I would have to pay for a second internet account ($79/month).This is a disgrace of a service for the company of this magnitude.It is a classical bait and switch.Desired Settlement: TW needs to activate my personal router for REE, so, I can have a second network in my house and have reliable Wi-Fi in every room, as was promised at the point of our contract.

Business

Response:

TWC has troubleshooted all possible ways to assist Mr. Nemiroff to get signal outside his home but was still unable to provide signal strength outside his home. TWC supervisors tested our router and it works fine inside the house. The problem is that he is unable to get the internet in his garage/back house. TWC has provide options which he refused. TWC was able to provide a promotional rate to get his service charges to the monthly rate he was promised at $152.97 before taxes. This is a 12 month rate for all three services. Mr. Nemiroff has my direct phone number for any future concerns.

Thank you,

Review: Time Warner Cable has received numerous complaints about service problems with my unit the problems consist of internet lag times TV problems and pixelation sound issues the technician technical service person has been out many times to try to rectify the problem and has not I have finally had enough and want to cancel my service also letting them know that I will not be paying for a service that is not 100% please help in this situation it would be greatly appreciatedDesired Settlement: I would like to turn my service equipment in and be relinquished of any amount that I owe.

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 equipment has been returned on the account and the balance

has been cleared. We value you as a customer and we appreciated your business.

Please accept Time Warner Cable's sincere apology for your recent experience.

Review: Time Warner has attributed a defaulted account to me with no evidence of me ever living at the residence where service was delivered. I have been working on removing this collection from my name for over a year and keep running into roadblocks. I have filed a police report for fraud and have sent in fraud alerts to the credit companies. One credit company has already removed it and another has indicated that they wouldn't until Time Warner tells them that it's not me. A Time Warner employee stated that Time Warner will attach defaulted accounts to anyone with the same name and that it may even end up on several people's credit history in an attempt to collect the debt. I have never lived in the city where service was delivered. Furthermore, Time Warner is not open to working with me on this concern. I have spoken to numerous employees in efforts to explain the issue. Some employees have been sympathetic but have stated that it might be easier to just pay it even though it's not my account. I have a common name and if this is Time Warner's practice, it's wrong and could lead a person to potentially paying for other people's defaulted accounts on a regular basis.Desired Settlement: I would like Time Warner to work with me to remove the account from collections as it does not belong to me. I would like Time Warner to notify the credit bureaus, in writing with a copy to me, that the account in question does not belong to me. I would like Time Warners practice of attaching defaulted accounts to anyone with the same or similar name to stop.

Review: I am the Property Manager for The [redacted] and have been here for 1 year and 6 months. In that time, service has degraded and the home owners of the 192 unit building are extremely unsatisfied with their services part of which is the Bulk Cable Agreement we have with them for the residents. This especially relates to ongoing weak signals and constant outages in service. Over the past 2 weeks specifically, we have had 5 plus interruptions in service several of which TWC said were due to manual turn offs for some kind of upgrade. No one was ever informed of this and our biggest concern is how this affects a our population which consist of a majority of elderly residents.

I.E. : TWC manually turn off service for upgrade with out warning customers; elderly resident has life threatening medical emergency and cannot call 911 due to the TWC phone line being out of service.; Creates a huge liability for TWC and more importantly exposes my residents to an extremely unneeded risk.

The residents asked for Management to pursue a credit on their behalf and when we did. What they came back with was pathetic and insulting...$46 for the entire building, especially when we pay them roughly $9,000 every month.Desired Settlement: We would like a fair credit which we could pass along to all our residents. $0.24 for each residents is unacceptable and a reminder the customer service is no longer what it use to be.

Otherwise will pursue other alternatives as may be applicable.

Review: I signed up for internet service to my apartment at the rate of 19.99 a month for 30mps. Come to find out that I am getting 3mps download and 1mps upload. Now the issue is this...I am not even coming close to any of those speeds and my connection being broadband and permanent connection at all time is timing out every 5 minutes and when using any browser I get timed out and lose connection with servers because the speed isn't enough to browse.I have contacted Tech support and I get a bunch of crap. I ran a speed test and it all shows that my speed is maxed out on both ends. But my firewall is showing me something completely different, speeds not even half of the download and upload speeds. Their excuse is my systems and my browsers.I said so you are telling me that I am paying for dial up at broadband rates. That to me is unacceptable at the price I am paying.I ran a check on where the signals are going and I see 4 to 6 different routes to more than 2 exchanges. I am a PC Tech and I know that this is very wrong and not getting what I am paying for. It isn't an issue with my systems and my firewall as I have been to Libraries using their WiFi and at times I will get bumped off but never completely lose connection. I can't get my required updates and if anyone has read the new End User agreement with Microsoft, it states that they can terminate my services if they see that my systems are not secured for internet use and I have failed to maintain a safe and secure systems.I have got nowhere with either Tech Support or Customer Service which got me royal upset. If they can't provide what they claim, mind you I understand about traffic but that isn't the issue. To me that is Consumer Fraud at its finest. The Sales Rep tells me one thing and the company gives me something else. They claim I can surf the net and do my downloads. That is completely a false statement. Tried to do my updates and I get cut off and connection is terminated.To me this is dial up service.Desired Settlement: Get me the speeds I was told I would get to my system, not some software programs figures as it doesn't reflect the speeds I am getting at my end. Or they can move me up to the next plan at the same price I am paying now(19.99 a month) as the speed they state works fine for doing what I need.As I am not even getting near the rate I am paying for and if that can't happen then anytime I lose connection I take one day of the payment from the 19.99 a month at my rate of 5.00 for no service.

Business

Response:

TWC apologizes for the misunderstanding and

inconvenience we have caused our customer. We have upgraded his speed

from our Everyday Low Price to our Basic Internet tier. To avoid rate increase with the upgrade we rearranged

and restarted his promotions for 12 months as of 9/22/15. Our customer has been provided with direct

contact information so he may reach out to us if he requires additional

assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10810950, and find that this resolution is satisfactory to me.

Regards,

M[redacted]

Review: I am paying but have not received the fastest Internet service for the home. I was told that the issue was my equipment and the I had to use their equipment at an additional fee. I have been told my walls are too thick, I have been told the cabling is too old and I have to re-cable. My house was built in 1995, there is the same cable in all rooms, that they want to re-cable. It was re-cabled in 2006. Technicians come out and see that my service is limited at best. I have been told I would be credited for the internet and the equipment, since it hasn't worked, but I have not received any credit. You can never get an honest answer from the "Customer Service" agents. Yet when the tech's come out they confirm, that I do have issues with the internet and they are Trying to figure it out. Yet they keep charging me. I have to take a minimum of 30 minutes to call and go over the same history. Most calls are well over 45 minutes, that end in frustration.Desired Settlement: I want to be credited on the internet charges and equipment from December through today, July 13, 2015.I have canceled the service as of today.

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.

Review: The co-op I live recently signed a bulk contract with TWC that started May 1st. We are charged on our monthly maintanance bill for the basic bill which includes certain components of the service. Anything above and beyond the contract is billed individually. The only things I should be billed for are 2 additional DVR's which I believe are $12.95 each. However, on the first bill, which was $118.46, I was billed for all sorts of additional things and the second bill wasn't much better. I confirmed with my building management that those components were part of the bulk contract so I called TWC. I started with our Account manager. No luck. He agreed that I was incorrectly billed and he'd get back to me. Never happened. Then I tried calling TWC directly. First I spoke to a customer service rep that said she could help me. After holding for 15 minutes she came back and said she couldn't help and forwarded me to another department. That person said she could help but needed to speak to someone else so she'd call me back. Never did. Tried again a few days later with the same results. I decided to ask my building management for help. She emailed her contact on 5/28. That person never got back to her or to me. She and I have both emailed and/or called several times but received no response. I just called TWC again, asking for a supervisor but none were available to take a call. Still cannot resolve the issue. I'm hoping they don't turn off my service as I've only paid $30 toward the balance of almost $200. I have never had such bad customer service from any company I've dealt with. I know I'm not the only person that has had this issue although I might be the only one reporting it to you.Desired Settlement: I am of course willing to pay what I truly owe, but I can't get anyone on the phone that can tell me what that is.

Business

Response:

On June 30, 2015 Pat [redacted] left messages at all numbers provided requesting a call back. The account has been corrected and the changes (and credits) will appear on the customer's next billing statement (being issued on July 8, 2015).

Review: I signed up for Internet service in July under a promotion for a Dell 2 in 1 laptop. At that time I was told that I did qualify. I have been diligent in keeping my end of the agreement according to the customer service people I have spoken to in the last 6 months. As of January 23rd I was told that I in fact did not qualify and that my request was denied. There are multiple conversations, I assume recorded by them where their staff has said the laptop was on its way. As recently as January 7th I was told I would be receiving it no later than January 21st. On january 23rd I was told that I did not qualify and the ticket was closed. I am not the only one. Here are some links so you can see what I am talking about. http://www.ripoffreport.com/r/Time-Warner-Cable/nationwide/Time-Warner-Cable-del...⇄ help me, and stop TWC from having reps make fraudulent claims for other people in the future. Thank you,[redacted]Desired Settlement: I would like them to honro the word of their own sales reps and fulfill on the promotion.

Business

Response:

We would like to apologize for not sending our respond to this complaint. Mr. [redacted] sent three Revdex.com complaints through to Time Warner Cable from different Revdex.com’s serving different areas regarding the same issue and we missed sending the response to this one.We were able to resolve this matter to Mr. [redacted]’s agreement. He will be receiving the Dell 2-in-1 that was promised in mid to late March. He has direct contact information for one of our case managers should he need further assistance. Mr. [redacted] was very pleased to have the matter resolved.Again apologies for the missed response. Thank you, [redacted]Executive Assistant to the Office of the President

Review: I received a collection notice from timewarner thru a collection company. First I only owed $50, second I never signed a contract, never was told anything about a contract even when I disconnected because my service was not working. I filed a complaint thru Revdex.com on the rep and never received anything back. I never received a last bill or notice that I was to pay $201 . I called before that to make sure my service was off and also if I was going to get my bill prorated because I disconnected a few days before billing which was billed before service so I definitly don't owe that month. So why am I getting charged even that. This seems very fraudulent and I am going to keep on arguing these type of business practices.they are not legal at all. I never signed or agreed and even I wasn't told about a contract. I believe the rep that was very angry and disrespectful with me did something to my account because he was upset that I did not want to hear what he was asking since he was repeating the same thing over and over again. I was about to get time warner cable tv but if this is what iam going to go thru. I am really scared now. My account number was under my phone ###-###-#### or ###-###-####Desired Settlement: Remove me from collections and either pro rate my account or send me a bill for the partial days I had my service on. But not the $201. I owe no more than $50.

Business

Response:

We apologize for any inconvenience this issue may have caused. Numerous attempts have been made to reach the consumer on the primary and alternate number but have been unsuccessful. An "attempt to reach you letter" has been sent and direct contact information has been left on the consumer's voicemail requesting a call back to further address the request and concern.

Review: I subscribed to Time Warner Cable with a promotion of $300.00 gift card. When the service was installed the tech did not give me any information regarding the gift card nor did I receive any welcome package. I was told I have to wait a to submit for the promo. I went online to look for the info myself a month later and tried to submit the reward registration and was prompted for a Redemption Code which I did not have, however there was a link to retrieve it. The link assigned me a code but the registration said it had been more than 30 days therefore I didn't qualify for rewards. I called TWC and explained the situation and the agent told me that TWC would take fault for not sending me the information by mail and to expect a call within 5-7 days to set up the registration. Two weeks later I call TWC again because I did not receive a call back and spoke to an agent again explaining the situation and this time I was told I don't qualify because of a late payment. I have had Service for 2 months and have made 2 payment. I was transferred to a supervisor who asked me to give him three days to see if he can help me reinstate me to a qualifying status. I feel that TWC is making it very difficult for me to be able to receive the promotion offered.Desired Settlement: I would like to receive the $300.00 dollar gift card that is promoted with the services I acquired.

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, we still need to receive proof of switch from you. Please contact customer care at [redacted] for further instructions on how submit that proof. Once proof is received the account must still remain current for the remainder of the 90 day good standing period to qualify.

We value you as a customer and we appreciate your business. Please accept Time Warner Cable's sincere apology for your recent experience.

Consumer

Response:

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

Revdex.com,

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Review: THERE HAVE BEEN MULTIPLE OUTAGES OVER THE LAST 3 WEEKS. THE LAST OUTAGE OCCURRED JULY 15TH. THERE HAVE BEEN AT LEAST 6 CALLS AND AT LEAST 3 REGARDING THIS LAST OUTAGE. WE WERE TOLD THE EARLIEST SERVICE CALL WOULD BY IN 9 DAYS (JULY 24). WE STILL DO NOT HAVE SERVICE.

WE DO NOT FEEL 9 DAYS IS AN APPROPRIATE TIME FOR A PUBLIC UTILITY TO RESPOND TO AN OUTAGE. MY WIFE CALLED BACK AND ASKED TO SPEAK TO A SUPERVISOR. HIS NAME WAS [redacted]. HE WAS EXTREMELY RUDE AND NASTY. WHEN SHE REQUESTED TO SPEAK TO HIS SUPERIOR HE REFUSED. SHE SAID SHE MIGHT HAVE TO CONTACT THE NEWSPAPERS AND TV STATIONS. HE TOLD HER HE WOULD TAPE HER. SHE SAID GO AHEAD. SHE ASKED HOW LONG IT WOULD TAKE TO CANCEL SERVICE. HE REFUSED TO CANCEL MY CABLE SERVICE WITH TIME WARNER. SHE KEPT ASKING TO SPEAK TO HIS SUPERIOR AND HE ULTIMATELY HUNG UP. NOW I UNDERSTAND FIRST HAND WHY ALL MT FRIENDS SWITCHED TO FIOS.Desired Settlement: REPAIR SERVICE

REFUND FOR OUTAGES

RETRAIN EDMPLOYEE

Business

Response:

On 7/25/13,Spoke with cust wife whom informed placed complaint. Acknowledged case and shared cust care experience with appropriate are for any coaching opportunities. She accepted a total credit of $78.26 for any prior issues and inconveniences.

She has my contact information in case any future issues arise related to this case.

Case closed.

Thanks,

Consumer

Response:

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

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,

I have had great luck with Time Warner Cable down in Orange County. My leasing office gave me a number for the local contractor. I called him and set up a installation period on the day of my move-in. As move-in days normally go, things were behind schedule, and after making the right phone calls I was able to connect directly to the field installer who restructured his afternoon appointments to accommodate for me. (What a shocker in the cable industry!) I had all the proper equipment and installation and testing took 10 minutes total. I would highly recommend buying your own modem and router and then using Time Warner Cable!

Review: Time Warner cable/ Internet. I have had the internet for about 2 years, then needed to move. I moved from Simi valley, ca to Folsom,ca which is about 400 miles north. The Time warner does not service that area. I called on september 19th to disconnect service with them. The agent told me to go return it to thelocal store on Saturday between 0900-1700 since I had to work on Friday. I tried to return the equipment but the local store on Erringer rd, simi valley,ca was closed. I drove to where I was going to live since that 9-20-2013 was my day to move. I called Time werner to let them know what happened. time warner told me they would send a box so I can return equipment. I still haven't received it today is 10-11-13. I called again to schedule another box to be mailed so I can return the equipment. During this process I have spoken to many agents who have yet to resolve this issue. I was even talking to someone out of the country in the Phillipines....really!!!!! I do not want to talk to nor my personal information to go there!!!!!!!!! This has got to be the worst customer service I have received. I also was paid up until the 16th of september. Now when I get a automatic call it states I owe 209.00 really!!!!!!! I hope this company gets their act together it is awful!!!!!Desired Settlement: I want to return the equipment I was told to them at their expense through the mail. I was told just the power cord and the motum(black box). I dont think anyone should have to speak to anyone outside the united states considering how the world is changing today. I dont like the fact I had to talk to someone from the phillipines that was a insult to me. I dont feel I owe them any money I just want to be free of this awful company. Please help me reslove this horrible sistuation .

Business

Response:

We apologize for any inconvenience the reported issue has caused. The customer made one attempt to turn in the equipment before moving to her new residence. In an attempt to assist the customer with the issue, customer service placed the order to have an empty box shipped to the new residence for the Mrs. [redacted] to ship the modem back, however the system will only allow the agent to ship the box to service address in the system.

I spoke to Mrs. [redacted] and informed her I will be mailing out a return label to her new residence that will allow her to return the equipment without a shipping charge.

I went over the billing with her and informed her that the bill has been adjusted to reflect the disconnection date of 9/19/2013. The last payment received on the account was on 8/31 which covered for services rendered up to 8/16/2013. The account was left with a final balance of $89.13 for services from 8/17/2013-9/19/2013. As courtesy TWC will credit the final balance leaving the account with at $0 balance once equipment is returned.

Review: Time Warner Cable lied to me!!!! They promised internet service for lower rage but billed me at a higher rate. Also, they promised NO installation fee, but I was charged. They are crooks, for no one tried to help me after I spoke to several people about my problem, even a supervisor hung up on me after putting me on and off hold for over an hour. They cheated me and I refuse to pay.Desired Settlement: If they give me service at the lower rate like they promised, then I will pay my bill.

Business

Response:

We apologize for the inconvenience this may have caused. The installation fee for $49.99 has been waived and the monthly rate has been updated to reflect $34.99. TWC has left multiple voicemails as well as sent a letter requesting a call back in order to further assist our consumer.

Review: - 1/29/14 Requested closing of business internet a/c (ending 0460) & opening a residential a/c- Were told it would take 30 days & someone would call to schedule a modem pick up- 2/10/ Failing to hear regarding the pick up,wife called again & spoke w/ Josh. Asked about the a/c closure and the current bill. She was told to ignore it and wait for the final bill. Again, she was told it would take 30 days for the a/c to be closed. Modem would not be picked up until the a/c is closed.- 2/26/ Wife called to check the status & spoke w/ R[redacted] (ID N**). Told again that it is being closed & it takes 30 days. My wife told him that she made a mistake wiring the Jan & Feb payments of both $99.95 to an old closed account. He confirmed that $199.90 were sitting into an inactive account (ending 4265) & that he needs to open a ticket to request the amount to be transferred to a/c ending 0460. He asked her to email him the details + copy of bank transfers which she did.- 3/10/ spoke w/ John. Informed me of a charge of $77 for an un-returned modem on the prior a/c. We had never been contacted regarding this before. He could not use the credit of $199.90 and asked us to pay by credit card. The $199.90 would be applied to the existing a/c/He said the a/c should be closed in a few days. He said final bill would be around $179- 3/19 spoke w/ Tiffany. Informed my wife the a/c is suspended for non payment & that no requests for closing the biz a/c was made until 3/4! She confirms that a collection charge of $17 was deducted from the 199.90 and & a balance of 178.90 was transferred to a/c 0460. Complained that were getting bill month after month although we had requested closure on 1/29. She said she had no trace of this request. I asked to speak with a supervisor. She tried to connect me with a retention rep. Jasmine, the retention rep was not available and told to call again to check the status!Desired Settlement: - confirmation in writing that 1) a/c ending 4265 is closed and there are no outstanding charges on the a/c- confirmation in writing that the current business a/c ending 0460 is closed as per our request of 1/29/14 and effective date of 30 days and that there will be no additional charges beyond the agreed termination date. - confirmation that someone will pick up the modem.

Review: I was told by a Time Warner Customer Service Representative on June 13,2015 that I would pay 52.74 for 6 months ending on December 13, 2015. Now, Oct. 14,2015, I was told that my bill would be 59.57 starting in November...Desired Settlement: I would like to be billed for November and December the amount of 52.74 that was stated on the phone.

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, your

promotional prices have been renewed for six months. A letter detailing the

discounts will be mailed to the service location.

We value you as a customer

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

apology for your recent experience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10860020, and find that this resolution is satisfactory to me.

Regards,

D[redacted]