Time Warner Cable

Review: we have been trying to change the billing information from previous tenant to us to no avail. spending hours and days of trying to contact a rep we have been xfered to [redacted] who claimed to be a CS manager at [redacted] she told us to call her back and she will take care of it. I have been calling [redacted] for weeks with no response.Desired Settlement: account # [redacted] be swithced to [redacted] and give access to on line billing

Review: I canceled services and paid the final amount due in the store on 1/4/2014 where I was told it would cancel out my auto pay. On 1/6/2014 they charged me for services that I no longer had. On 1/8/2014 I called to get this corrected and was told they would refund it to my credit card. As of 1/21/2014 I still had not recieved my refund so I called again and was told they put it in wrong and it had not been processed they would now re process it as a credit reversal and I should see it in my bank in 7 days or so. As of 2/4/2014 (1 month after cancelling services) I still had not received my refund so I called again and was told that they were instead going to send a check and it would be another month before I received it. I told them that was unacceptable and they said they would contact their department about just reversing the charge and call me back by 2/6/2014. After not hearing from them they still have yet to process my refund of money that should never have been taken and are not willing to do anything to get me my refund short of making me wait another month when I may or may not receive the refund since they keep giving me different time frames.Desired Settlement: I want the money they owe me refunded to me.

Business

Response:

I telephoned and spoke with Ms. W[redacted] in regards to her concern. I apologized for any inconvenience that this may have casued. Ms. W[redacted] confirmed that she received the refund check, and was dissappointed on the lack of attention that she received. I apologized again and was pleased to hear that she received the refund check.

Review: At the beginning of 2015, I agreed to a plan with Time Warner for which the net cost (less HBO) was $84.63. This rate remained until June. On the June statement, my rate (less HBO) surged to $101.43. I called up Time Warner and they informed me that they had fixed the problem. Next month's bill was $80.49. I thought the difference was not worth chasing and thought the issue was dead. Until I received my next bill which was $93.21. I called Time Warner. They admitted they raised my rate without informing me in writing and could not explain why they did so. The offered me half as a settlement. I asked why I should not receive the entire amount they took from me and my bill decreased to the original amount we agreed upon. They told me they could not do that. I then was open to looking at other plans, they told me there were no other plans they could offer me.Desired Settlement: I am seeking a credit for $21.24 they have taken from me and I would like my bill set back to the $84.63 we agreed upon at the beginning of the year.

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, a credit of

$21.24 has been applied to your Time Warner Cable account and your promotional

rate has been corrected. However as of

09/05/2015 you have added the Time Warner Cable Sports pass at a rate of $8.99

per month which was not part of the original agreement when the promotion of

$84.63 was applied to your account on 01/02/2015. Your monthly rate will now be

$92.77 with the addition of the Sports Pass and will be honored until the end

of your promotional period on 01/01/2016. Should you have an additional concerns

feel free to contact customer care at ###-###-####.

We value you as a customer

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

apology for your recent experience.

Review: I switched carriers and they said if I did that I'd recieve a 200$ visa card. I gave them my account number to the there carrier and I still haven't received my card and it's been over a yearDesired Settlement: I want the visa card they promised

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, a credit of $200 has been applied to you Time Warner Cable

account as compensation for the gift card that was not received.

We value you as a customer and we appreciate your business. Please accept

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

Review: After multiple complaints to the company, my fiance and I keep hang the same issue. Our Internet keeps getting suspended for no reason. We just paid our previous due balance, and we're told that our service is active with no problems. Our internet service was halted again today. The excuse we heard was that there is a past due balance. We just paid less than a week ago! To top it off, we were told that doesn't happen, they won't suspend any service individually. The other issue is we have faulty equipment. Remote are broken, and won't program. Also, the cable boxes run slow. As in wont respond for a few minutes slow. It is atrocious what is fojng on with my service. Time Warner Cable is truly the worst provider I have ever dealt with in my life.Desired Settlement: I put other for two reasons....I would like to see the problem sorted out so it does not keep happening. The second reason is I don't think it's fair that I have to get stuff paid for out of pocket. Their remotes won't work, why do I need to pay? And lastly, something needs to be done about the quality and speed of the boxes. Switching to time Warner cable is one of my biggest mistakes in life.

Review: On June 23rd we noticed that we did not have internet. We contacted Time Warner Cable around 4:00 that evening since it never came on and they said that it shows that someone called and cancelled our service. I told them that we NEVER called them and they said well we have a work order to cancel it and put it in someone else's name. After 45 minutes he told me that there was nothing he could do about the situation I would have to call back the next day and talk to a different department. I was very upset as I am busy and working how do I have time to go back and forth.I called Time Warner Cable the next day and explained the situation to 3 different department people. After 38 minutes I was told that there was nothing I could do and they would not be able to turn my service on. My internet and phone were also going to be cut off any time too. What happened is that the owner of the house called them and told them that they would be moving back into the property in JULY 23rd and Time Warner Cable made a mistake and started it one month in advance WITHOUT contacting us the current residents of the property. How could they cut off OUR service if we are the people living here. At this point they WILL NOT TURN OUR SERVICE ON. So we have another 3 weeks to live in this property and will not be able to have internet, phone or cable. We can not sign up with another service as we cant keep it for a minimum 1 year because we are moving to a different location 2 hours away without these same providers.We are so angry and Time Warner Cable will not do anything about the situation their response was "sorry - there is nothing we can do".Desired Settlement: I want to be credited for time lost on our bill as well as compensated for the inconvenience and loss of business due to down time on my business phone and internet. I want all of our services to be turned back on!

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. Please accept a credit of $150 on your bill that will be refunded once the account is closed and equipment is returned.

Review: I have been a customer of Time warner for over a year. I signed up for a internet service based on the fact it is free modem, no charge for a modem for monthly service. I noticed that they did not honor this, they honored this agreement up till approx. 6 months ago. They started charging me $5.99 for what they call rental charge for the modem. There is not supposed to be a rental charge. I called to dispute this charge and the rep I spoke with his name was[redacted], ID #[redacted]. He stated we are allowed to change the rates and we changed the offer. I explained that you can't change it without first advising me of such change and giving me notice period to get my own modem and return hios modem. He was very rude and refused to credit the funds or give me notice to purchase and return their modem.Desired Settlement: I would like a refund of $36 on my account and I would like a 30 ay window to return their modem. I also need them to advice me as to what type of modem I need so I can replace their modem. or they can simply honor their offer to me and not charge me for the modem.

Thank you

Business

Response:

On 12/2/14 [redacted] issued a goodwill credit of $41.99 for any confusion, she noted there is a fee which will be waived if customer returns TWC modem and purchases a TWC approved modem. $5.99 modem fee applies going forward.

Review: I signed up for Time Warner Cable. Customer service agent quote it me a price of 149.99 per month plus 14.95 installation for one Dvr and four Hi - def boxes internet and house phone that sounded like a great deal. I gave the Agent my debit Card, she charged me $202.86 when she was only supposed to charge $164.94. I called back and I spoke to another agent and she said that the first person that I spoke too had misquoted me and my new monthly charge would be $186.00 and my installation fee $202.86 . That made me really upset and after an hour on the phone I wasn't able to resolve anything. The next day I called back after another hour on the phone I was able to speak to a supervisor and she said that you would get one Dvr and 3 Hd boxes and that she would credit my account $14.95 off of the $ 202.86. I agreed and she gave me an installation day of 4/5/14 between the hours of 1-2 I called customer service at 2:30 PM they gave me a new window between 3-5 no one ever showed up I called back at 5:45 PM the customer agent said she was sorry for the inconvenience and she would give me a $20 credit and that the technician was on the way technician never showed up. I call customer service back and the recording it said that my new installation date was 4/13/14 between 1-2 at this point Time warner has ripped me off waisted my time. I don't know how Time warner does business like this!!! They lie to customers and debit there cards without permission!!!!! STAY AWAY FROM TIME WARNER !!!!! I hope I can get my full refund from this lying dishonest company.Desired Settlement: Full refund

Business

Response:

I apologized to Mr. [redacted] for the inconvenience he experienced. He has made the choice to not use TWC as his provider even if we give the price he was promised. I apologized again and let him know he should receive his $202.86 within 3-5 business days. I gave him my number to call me if he does not have it by next week. Mr. [redacted] agreed. Mr. [redacted] is content with outcome.

Business

Response:

TWC apologized for misspelling Mr. [redacted] last name. According to our records Mr. Camarena's Credit Card funds were transmitted on 4/12 and should receive them 3-5 business days after the request. TWC apologizes for any inconvenience this may have caused Mr. Camarena.

Review: My mother passed away in December 2012 and I (administrator of the estate) closed her Timewarner Cable account in April 2013. Since April Timewarner Cable had continued to withdraw monies from her account, I did not notice right away as this was an inactive account and I had closed all accounts with automatic withdrawal. I called to notify them on June 4, 2013. Since June I have yet to receive the monies back. I continue to call and they just keep apologizing and telling me it is their process. Last supervisor I spoke with (earlier in July) stated that they had 45 days in which to return the money and I would receive a check be July 24, 2013. Today is July 27, 2013 and I called yet again to see where the money is and was told they will look into it and that they now have 6 - 8 weeks to return the funds. They will not just put the money back into the account that they took it from saying that is not their policy. They just refuse to right their wrong and I am left with no other choices. The supervisor today just would not write the wrong and kept repeating herself that they will look into and hung up the phone.Desired Settlement: For them to just write a check and pay what I am owed! Right the wrong and stop pushing me around I do not think it is fair for me to keep waiting for this money.

Business

Response:

Per account notes, refund was mailed on 7/26/2013 to [redacted] address. Sincerely, Client Relations

Review: I wanted to order an internet and phone service, when I talked to the time warner cable sales representative [redacted] online, he told me to place the order first, then he can modify the order for me to remove my installation and activation fee. Then I placed the order, the conversation got disconnected. The next time I talked to some online representative [redacted], she told me she cannot remove my installation and activation fee. I feel time warner cable is trapping customers into their net, after they placed the order, they changed it, simply switched the thing. isn't is bait and switch. this conversation I have a copy, they also can be traced down in their system through order number 2[redacted].Desired Settlement: finish what they said, remove the installation and activation fee. dont cheat, be honorable, dont trap.

Business

Response:

Dear Ms. [redacted],

Time Warner Cable has attempted to contact you at ###-###-####, 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 provi[redacted] 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 ###-###-####.

I look forward to assisting you.

Review: By phone, for the specific service bundle, the sales person promised a 6 month period of additional promotion at the price of $39.95/month. After that, the price would be (still at discounted rate) $44.95/month. However, after the service started, I charged at $44.95 in the first month, instead of the promised $39.95/month for the first 6 months.Desired Settlement: Either the bill is corrected, starting from the bill of March, OR, one time refund of $30 (cash or service credit) to even out the extra $5/month (x6 months) I have paid and continue to pay.

Business

Response:

We apologize for any inconvenience this may have caused. Your promised promotional rate has been placed onto your account and backdated to your March billing. The previous agreed upon rate of $39.95 per month for six months and $44.95 per month for the following six months is still valid as previously promised. Should you have any further questions, please do not hesitate to contact Time Warner Cable and thank you for being a loyal Time Warner Cable customer.

Review: Called several times regarding my billing issues I have asked to speak to a supervisor and I am asked to wait. and when I wait I get disconnected from time warner cable. I just want to know why Time Warner has changed time billing cycle and why they have changed my account package without my consent and with out my Autorization. I am getting the run around by Time warner Cable and I am not being given any information.Desired Settlement: I like my account to be credited for the amount that they are over charging me.and Time Warner wont help since they are the one responsible for changing my account without my consent.

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 $90.18. We want to ensure the consumer is aware that we value him as a customer and appreciate his business.

Review: I have been a customer of Time Warner Cable in my current home for close to 8 years or more; prior to this I was a also with TWC in NYC,NY for more than 10 years. This past April I received an inflated bill for 121.42 ( I payed the bill 5/6/14), the next month the bill went up again this time to 141.36 (paid 6/3/14), then 143.36 in June ( paid on 7/1/2014). I called several times to inquire on the changes, I was told it would be readjust to the usual bill of 114.06.

Of course this never happened. I have called many occasions and I am once a gain re-assured that they will address this issue at once.

Of course, if one dispute the charges or send the usual payment they charge you a late payment or cut your service completely. I was forced to pay the billed amount and I am still awaiting for reimbursement of the overcharges ( $61.99). I must get my money back , plus interest. I also need a written assurance that they will cease and desist this practice.Desired Settlement: I must get refunded for the overpayment of $61.99 plus interest. I also need a written assurance that they will not continue this practice of telling clients they will resolve the issue just to get them off their backs. They must stop this practices of raising charges or services without clients consent.

Review: About one month ago I got a notice from Time Warner that my bill would be increasing (for what seemed like no reason other than I've been a customer for over a year). Because I already felt that paying around $140/ month for basic television and internet services was expensive, I called and asked a TWC representative if there was anything they could do to lower my cost per month or keep my bill the same as it had been. On the day I spoke with someone, the representative told me that because they valued me as a consumer, they could indeed keep my bill around $140/month in addition to giving me FREE [redacted] and [redacted] channels. I was thrilled and very happy they could accommodate me. I have now received a bill for the Jan-Feb period and it is totaled at $181.29. I am being charged for the two channels that I told I would be getting for free ([redacted]) and my bill did in fact increase although they told me that it would not. When I called to inquire about this billing, I was placed with a representative that told me they would no longer honor my original price or provide me with those two free channels. I was told that I needed to now rework my entire package. And although it was made clear TWC has over 300 packages, my representative couldn't find a cheaper one than about $165/month. Therefore, this did not solve my problem- they basically went back on their word and decided to still charge me more for the same service I have been receiving for the past year. No one offered to help, I asked for a supervisor and they stated that none were available. Finally, one was suddenly available and I was told my cost would be brought to about $155/month thanks to he or she. However, the supervisor would not get on the phone with me directly and my problem was still unresolved, as they wanted me to pay more.In conclusion, I asked one last time if my bill was going to be adjusted to match what the representative had told me when I called a few weeks ago. I was denied and told that it was not.Desired Settlement: I'd like my bill price to stay the same as it was for the past 12 months (@ $140/ month). Additionally, I'd like my current bill of $181 adjusted to $140. I'd also like [redacted] for free since I was originally told I would be getting them for free before the company decided to renegotiate.

Review: I have been a Time Warner Cable customer for 5+ years. I activated an account at my former address, [redacted] in 2009. In July of 2013, I moved to [redacted] When I moved, I notified TWC that I would be moving. They sent a technician to my new rental apartment who installed a cable box and modem. I have remained current on all bills and my service still functions at my current location.

I am in the process of buying a house, and I went to check my credit report this afternoon. I was shocked to see a complaint from Time Warner Cable's collection agency suggesting that I had failed to pay the company $1,100. I called the collections agency. The representative said that the credit report submission was for failure to pay the TWC bill for [redacted] from July 2013-November 2013. These dates were after I had notified TWC of a move, and after a TWC technician had activated my system at a new rental apartment.

I have had numerous interactions with TWC in the last two years, and I have never been notified of any late payments. The account at my former address and current address are tied to the same cellular phone, so there is no excuse for their confusion.

I spent ~2 hours on the line with TWC today, and was tossed to 5+ reps, none of which claimed the ability to do anything. They just kept passing me along to another rep... I would greatly appreciate Revdex.com's help.Desired Settlement: I have worked hard to maintain perfect credit, and I would like TWC to fix this error. It has caused a 70 point hit to my credit score. If this error gets in the way of my ability to secure a mortgage, I will have significant damages against the company. I don't want it to come to that.

Business

Response:

TWC's records indicate there is unreturned equipment. If equipment was returned TWC requests customer provide documentation to verify.

Review: I have dealt with [redacted], supervisor in the Office of the President in Ventura for TWC. I have emailed her in November, December and January regarding issues of non connectivity with Their service. My computer frequently disconnects from the Ethernet and also wifi not only disconnects, but is unpredictable. I have emailed the CEO. At first, he listened. Then, he also ignored my concerns. Calling on the phone has proven to be impossible. I get lies told to me. On March 6, 2014, I was told that wifi for TWC is free. I made it clear that I would use their modem.I have been discriminated against. My fades to [redacted] get no response either. My letters get no response either. Sometimes TWC sends a man outside. But, he does not see nor can he tell when I have not been connected.Desired Settlement: Fix the problem. Give a TWC person I can communicate I can communicate problems with.

Business

Response:

Time Warner Cable has reached out to [redacted] via fax. We asked her to reach out to our executive office or our care department for us to properly troubleshoot her problems as they happen to her. Ms. [redacted] response was that she is not available by phone. TWC offers 24/7 customer support at ###-###-#### so we may take care of our customers complaints anytime of day. Without Ms. [redacted]'s cooperation to contact us so we may provide proper service to her, we are unable to address her complaint. We apologize to Ms. [redacted] that she is experiencing problems with her services and want her to know that we are available to troubleshoot with her over the phone.

Review: On July 1, 2015 I moved into a new house which required me to change tv/internet/phone carriers and TWC was the carrier in the area. Set up service with them, was told the cod of $150 upon install and that since I was transferring from ATT U-Verse, that I was qualified for a $300 visa gift card once I maintained swrvice for 90 days. Installed service, paid the $150 and a couple weeks later received a bill for $36.41 (don't know what it was for) paid that bill on July 23rd 2015. In the beginning of November I contacted TWC because it had been past the 90 days and I didnt receive any info on how to obtain my visa gift card. After a week of being transferred to different departments and a outside company who handles the gift cards, I find out that I'm not qualified for the gift card because my account was delinquent for the $36.41, which they are claiming I paid with my August 2015 bill but on their website (where I pay my bill) it clearly states I paid it on the 23rd of July. When I signed up for service I had made sure I had the cost understood up front, even had an issue with them canceling my install date but the csr handled that but even on that phone call I inquired again about the cost of service and again was told $150 upon install. I don't know and they have yet to explain what the extra monies were for and I don't think its right that for a charge that they didn't tell me about but yet I paid disqualified me for the gift card. Moving is expensive and I needed every penny to be accounted for and since holidays are always touch I was looking forward to the gift card.Desired Settlement: I want the delinquency removed from my account and the visa gift card sent to me asap

Business

Response:

Time

Warner Cable has reviewed customers account and verified customer was late with

initial payment of services by one day. Customer has made all other payments on

time for the past 90 days and is currently in good standing. Time Warner Cable

will issue gift card to customer as requested as a courtesy despite the late

payment.

Review: This is a follow up on a complaint filed against Time Warner Cable / Internet on Oct 20, 2014 with Revdex.com on a/c# ending4845. The issue relates to a cancelled cable / internet service, and TWC not notifying me of the need to return the modem or I would be charged, neither the agent who took the phone call for cancellation nor the last statement I received AFTER the cancellation date indicated the need to return modem or the impending charge. I received a letter from a debt collector asking for the $130 equipment fee on Oct 20, thus generated this complaint. The TWC supervisor I spoke with on the phone on Oct 20 told me TWC mailed out the final statement on Oct 19 for equipment charge which I have yet to receive. Today Oct 21, I went to TWC store at Black Mtn Rd San Diego to return the modem and asked for a receipt and final statement. The agent printed the receipt for me to sign (see attached file) - every statement on that "receipt" indicated I am signing a work order and subscriber agreement, that equipment was issued (instead of returned), & applicable fees may apply. I refused to sign it but took a copy. I asked for a print out of the Oct 19 statement and updated indication of returned equipment and was told statement takes 1 week to process, they cannot print it out in the store, and the last statement on file was on Sept 12, which I had received and paid in full. So the agent lied to me about TWC mailed out a final statement to me on Oct 19.The store agents ([redacted]) were rude and unhelpful. I did eventually made them print out a copy of the Sept 12 statement and signed to the effect that my now closed account has $15 credit but they refused to indicate in writing that equipment associated with that account has been returned. It was completely unclear to me if a final statement or the refund would actually be sent.TWC operates to deliberately deceive customers, all employees lie, and their accounting is the most ineffective, and erroneous that I have ever encountered with large companies.Desired Settlement: 1) TWC send me the final statement associated with this account indicating the return of equipment and final balance immediately.2) TWC send me written evidence that my account with the debt collection agency Enhanced Recovery Company LLC has been cleared completely. As there has been complaints filed against TWC associated Debt Collectors that continue to seek payment from customers years after their TWC accounts have been settled, causing loss of personal credit rating which I want to avoid.

Business

Response:

We have not been able to reach Ms. ** by telephone, however; TWC have reviewed her account. We found the modem was returned to lobby on 10/21/2014. Our records do not indicate account was sent to collections. A refund check in the amount of $15.97 will be mailed. Customer is asked to allow two weeks for processing.

Business

Response:

Mrs. ** returned equipment to cable store on 10/21/2014. Subscribers refund in the amount of $15.97 is released and will take up to 14 days for processing. Time Warner Cable submitted a request as a courtesy to have her account recalled. A withdrawal letter will be mailed and to allow 7 days for processing.

Consumer

Response:

Review: 10274992

I am rejecting this response because:

My account was sent to a collection agency prior to the closing statement. This is inappropriate and deceitful business practice. Please provide written documentation that the collection agency no longer has my account for collections, and that I owe TWC nothing. Without written documentation, I cannot be absolutely certain the collection agency has deleted my account. This type of poor business practice has caused significant problem with personal credit ratings of those involved and I would like to avoid this problem.

Review: We started Time Warner phone and internet services in April OF 2013. We were promised a 100.00 Dollar gift card if we kept the services for 3 months and paid our bill on time, we have done our part. I have contacted Time Warner on 6 different occasions and get the run around. I have talked to two different supervisors and still nothing. Today was the last straw, I was told by supervisor Juan, that it was going to take at least 4 to six more weeks. This advertisement for the 100.00 gift card was on tv and told to us by the sales person in the store. We have had this service for 6 months now and there is no excuse for this kind of delay. I have all the peoples names that I talked to at Time Warner should you need them. Thank youDesired Settlement: The 100.00 gift card that was promised at the time we signed up for the services.

Business

Response:

TWC spoke with Mr. [redacted] in regards to his concern. We apologized for any delay in processing the gift card. We made him aware that the gift card was shipped and that he should it 7-10 days. He is pleased with the resolution provided and is looking forward to receiving the incentive.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9772222, and find that this resolution is satisfactory to me.

I have received the amount in question and sent the Revdex.com a reply to this complaint a few days ago. Thanks again for helping to get this issue resolved.Regards,

Review: I returned my router and was told 4-5 business days to refund. It has been over a month.Desired Settlement: Amount of down payment I am owed asap, and compensation for troubles. (Over 8 hours of my time spent to dealing with this)

Business

Response:

[redacted] is aware a refund check for $119.00 generated on 11/21 to his old residence. The information has been update with his current address and TWC will be expediting a refund check for $119.00. We apologize for any inconvenience this issue may have caused.