Time Warner Cable

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: This is a case of paying for service and not having service and not even having an account created. It took many phone calls to create an account and they sent me equipment that I didnt ask for. I have written proof. They didnt give me a way to return the item either. Im now at a time Warner office waiting for hrs to make up for their fault.Desired Settlement: Please discontinue trying to make illegal charges on to my account and provide me for what I asked for.

Business

Response:

I was not able to reach Mr. L** on 9/16 and twice on 9/21. I

sent him an attempt to reach you e-mail.

I also credited his account $9.99 for the mailed out modem. We apologized for any inconvenience he experienced.

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.

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: 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 been a loyal customer for 3 years. I signed up internet for 35.99 3 years back when I bought the house and moved in. Today I logged in and I see that I am being charged 55-60$ every month for the last 2 years. I called the customer service and told them about this fraud. They kept saying to provide you best service, system increased your rate. That was the explanation they could give. I had not authorized any change to my account, any additional service nor did I make any changes to my plan. My friends who moved into same community with me at the same time ( as we bought house together ) and subscribed for the same internet package still pay the same price. I confirmed all the details - such as Speed, promotional offers etc. However, customer service reps wont agree to compare. However, after spending 45 minutes on chat and phone, they realized that I was being cheated and hence lowered my bills going forward to 35.99 which I had signed up for and which I should be paying for all these years. However, when I asked them to refund me the differential for the last 24 months that I overpaid, they denied straight on my face. This is cheating and fraud and I see a lot of such complains about TWC behavior and attitude towards overcharging the customer. I hope people read this and think twice before opting for services from TWC.Desired Settlement: I would really appreciate if my account is settled for all the overcharges that I paid over last 24 months. I have been charged 55-60$ since last 24 months. As I cannot see my bill from over more than 6 months in the past, I do not know the exact amount that I overpaid over the last 2 years. However they should have all the information in the system and should be able to calculate my refund. Approximately, it should be between 480$ - 625$.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9724387.

Review: Time Warner are unable to provide information used in their own shipping label and now are not cooperating with providing said info. Cable box was returned but no one at Timer Warner is able to help. I have since cancelled my cable service with them after being a customer for four to five years.Desired Settlement: I want them to provide information to find shipping status and to remove box from bill.

Business

Response:

I telephoned and spoke with Mr. [redacted] 2/5/2014. I made him aware that I was able to locate the Fedex shipment number and confirmed receipt of the equipment 11/21/2013. I apologized for any inconvenience that this may have caused. I made him aware that I have requested that the equipment be removed and issued an adjustment in the amount of $30.00 for the $10.00 monthly rental fee for three months.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9902367, and find that this resolution is satisfactory to me.

Regards,

Review: In the past month, my cable speed is down to nothing. I can not even stream a simple tv episode in standard tv mode (not HD). At the same time, they have been visiting my home trying to upsell me to a 'faster speed'. They are clearly intentionally slowing down my internet in an attempt to manipulate me into buying a more expensive product. So, not only are they not living up to their original agreement to provide me high speed internet, they are harassing me to buy more. Three other complaints: their installation guy tried to get me to pay him $20 to turn on the other line of the phone and 'not tell Time Warner' when I lived in Van Nuys! They charged me for equipment without telling me that it was an optional charge. I could have saved money over the years. And, the equipment they gave me for the cable box was old and would not support the HD system. There isn't even a space on their web page to email them. You have to 'talk' to a person who will ultimately try to sell you more. They are simply a dishonorable company.Desired Settlement: I would like to have my last two months of bills paid. And, I would like them to restore my services to their previous speed, as they originally agreed upon.

Business

Response:

Steps Taken to

Resolve:

On 09/09/2015 at 10:20am I called Ms. I[redacted] and left a

voice-message with my contact information and hours of availability.

On 09/10/2015 at 4:10pm I called Ms. I[redacted] and left my 2nd

voice-message with my contact information and hour of operation.

On 09/10/2015 Ms. I[redacted] left a voice-message indicating

that her issue is resolved and she does not wish to speak with us. As

compensation I lowered her monthly amount from $44.99 down to $34.99 and

provided a courtesy bump in speed from 100Mbps up to 200Mbps free for 12

months. We also applied a 1 month courtesy credit to the account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10804646, and find that this resolution is very satisfactory to me. Mr. Mc[redacted] from Time Warner responded quickly, professionally, and empathetically to my concerns. This process exceeded my expectations for customer service.

Review: I contacted Time Warner Cable (TWC) to move service on 8/8/13. They sent a technician out to the new apartment in the same building but the service was sketchy and they couldn't find the right line (so the technician told me) I had minimal channels and limited internet. My apt. manager called and told me the new tenant couldn't get service until I cancelled mine (even though it was already transferred. When I called to ask them, they said they had already cancelled it. I asked about the sketch service at my place and they had no answers. Apparently, they scheduled an appointment without my knowledge (hence I wasn't there). After several phone calls to try and fix the problem they shut off my service which caused more phone calls. Finally, they sent a technician out who fixed the problem. This was about 9/11/14. During this time I had started a Master's program and was extremely busy and didn't have time to contact TWC in regard to the overcharging issue from that month of sketchy service. I did pay everything (except that month waiting until I had time to address the issue.) Today, 11/12/13 my service was disconnected forcing me to call. I received no help until finally being transferred to a supervisor who wouldn't credit my account because I didn't call during time. Hence, they are still charging me for service I didn't receive.Desired Settlement: I would like my account credited with the month of minimal service and time needed for the numerous phone calls to deal with this.

Business

Response:

We apologize for any inconvenience experienced. We found that there were 8 days, on record, that he was without service. We have applied 2 separate credits. One credit was by a separate agent, in the amount of $16.47. The other credit o $74.00 was applied to the account on 11/19/13. This amounts to half month of credit. Time Warner Cable has chosen to make an exception with its policy of not crediting an account for more time that reported. We are meeting him half way with his request for one month, as a courtesy. We value him as a customer and hope that he now considers the matter resolved. Thank you.

Business

Response:

Time Warner Cable credits time that is reported. Otherwise, the customer is stating, by default, that the services are working fine. We credited the account for a half of a month of charges, as a courtesy only. Our policy is that the customer must inform Time Warner Cable of any and all problems, when they are occurring, in order to qualify for any warranted credits. Credits are warranted, based on our agents or technicians having the opportunity to acknowledge, address and/or resolve the matter reported. These actions did not occur, due to service issues not being reported to us by him. Therefore, we applied a courtesy credit for one half of a month. No additional credits are warranted on this account. Thank you.

Consumer

Response:

Review: 9804029

I am rejecting this response because:

Regards,

I did report the problems. Obviously you didn't read my complaint with the dates attached. When I called, and was called, to close my account (that should have already be closed) I did complain. Why do you think I was scheduled a new appointment for set up of services at the new apartment. BECAUSE THE SERVICES WERE NOT WORKING. This complaint does not even consider the amount of time I have had to dedicate to this unprofessional episode by Time Warner Cable that mirrors the NUMEROUS bad reviews online that have taken place nationwide. As of now, I must insist that ALL late charges be credited to account as well.

Review: For a company that advertises reliable services they are the worst company ever. Every month at least twice we lose internet service. They always want to send technicians over, one time the guy came and said sorry I guess we cut the wrong cable because the other apartment didn't pay and we had to cut their cable but seems we got yours instead. And those are the trained techs they have. It takes to talk to a supervisor to get some non pro tech to come over which for them is like 2 days. It does let you thinking if they false advertise that they provide a reliable service because not a lot of ppl complaint or when you ask to talk to a supervisor or corporate number they just hung up on you after waiting for like 10min. And every a outage it's for about 2 or 3 days. They have refused to provide a new box because according to them it has to be a professional technician the one that does the request. Well with those technicians they have I will never get the service I have been paying for.Desired Settlement: I do understand that sometimes you won't have signal based to weather but it hasn't rain in a while here in California sunny every day. When we asked for a refund they treat you like you begging forSomething or like you made this up to get credit. At least provide the service as you promises or advertise or remove your commercials or change to not reliable. Credit people as they complaint don't expect me to call a place for tech support then say well now go ahead and call customer service

Business

Response:

We apologize for any inconvenience this issue may have caused. Numerous attempts have been made to reach the consumer on the primary 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: account #834[redacted]4279 chargers were generated while service was canceled . Services were canceled. I had contact the billing department for the account to be adjusted and nothing was done. Time Warner Cable had put my account in collection. the total amount due $379.81.Desired Settlement: please remove account from collection.

Business

Response:

Time Warner Cable apologizes for any misunderstandings you have experience. According to our records, we show your account was billed for services until you returned your equipment on March 22, 2011. We also show you continued making partial payments until March 2011. As discussed, we are unable to modify the balance and it remains outstanding. Please accept our sincerest apologies in this matter.

Review: I cancel my service with time warner cable back in Dec 14' .I did returned the modem at the Santa monica location in Nebraska Ave., a couple of weeks later after cancelation.Everything since to be ok until them.At the end of January I received a phone call from Time warner , requesting the equipment.I explained to the Gentelman in the phone that I returned everything , he check something and said everything was ok.Yesterday I received a phone call from a collection agency trying to collect money from them.What can I do about this .Is a total ripe off this ,I always pay them on time never miss a payment , I do not know if this is a punishment because I cancel service , but I have to do it ,since their service it was down most of the time.Thanks[redacted]Desired Settlement: I would like for them to take my name out of collection .They call me 100 times a day , while I on meetings, working .Really annoying ! And cancell any service charge that they said I own .I use their mediocre services and pay it every month on time , returned their equipment and they still want $193.57 for a modem?????????

Business

Response:

Hello Revdex.com,

I have called Ana Sallas and left messages regarding her disconnected TWC account with the number provided. No return phone call has been made but wanted to update you with the outcome. I was able to credit her account for the balance of $96.81. The $119.00 amount has been removed as well as I had the equipment removed and the collections agencies updated. The account is completely closed now with a zero balance.

Thank you,

Review: I upgraded my internet in January from standard to turbo. TWC told me that the upgrade was complete and I was all set. I have been having connection trouble this week so I called them and my company ran a speed check. I was still at standard levels. I called tech support at TWC and they told me I was at standard levels and this was correct for my account. I let them know I upgraded back in January and he told me I should have been sent a new modem and that my current modem would not support the fast speeds. They will send out a new modem. I escalated my issue to get a credit for the services from January to September that I have been paying for and not receiving and I spoke with Lonnie the lead at the solutions department. He was not very helpful either and said it was my responsibility to know that my internet was not at the speed it was suppose to be at. I told him, I am not technical and I thought it was TWC's job to give me the service I was paying for and I did not know any different. He said he could only credit me 3 months and I said that was not acceptable. I paid $20 a month extra for 8 months. I would like the full $180 credit. He would not do that and said it was my fault.Desired Settlement: I would like to be credited for the extra $180 I paid and did not receive the service for.

Review: There are many issues; all of which have one commonality: It took at least 5 phone calls, speaking to 5 or more people to resolve them. ISSUE #1 The cable installer: put a HDMI 2 cable into an HDMI 1 port. No signal. I called tech support and rebooted the box - everytime got a signal for 10 minutes. I SOLVED PROBLEM MYSELF, HOWEVER when I asked the cable guy if it was in the right port he said DON'T CHANGE. HE DIDN'T READ THE BACK IDENTIFYING #1 and #2. ISSUE #2: The remote: Changes volume after pressing 'TV' and changes channels after pressing 'CBL' I called 7 TIMES and REBOOTED, REPROGRAMMED the remote; even waited for a new remote to be sent (1st had old sticky keys) which NEVER solved the problem. ERGO when you went to change channels you changed the volume. 90% of team didn't know this solution!!! They complained they had 'same problem' and 'you should buy a new tv'. ISSUE #3: Promotional Visa: Invites you to join but doesn't state 'scan your old bill' to qualify. ok, now I'm off to Staples to scan. ISSUE #4: Promotion states INSTALL and SETUP fees DROPPED. I was billed and it took 5 PHONE CALLS and I was charged $50. setup and needed to speak to 5 people and threaten with the FTC before getting credit. ISSUE #5: Credit: I was told cable boxes were $2.95 a month. NO. THEY ARE $11.95. the $2.95 is basic tv. No differentiation mentioned. So, now i've got wires and holes in the house and had to run to FedEx to return boxes. But it still took 3 phone calls to get credit!! ISSUE #6 Email service; can I group delete? can I use columns? NO ONE KNOWS. NO ONE USES THE SERVICE. They advised I buy outlook $109. or Thunderbird or Roadrunner (same thing as twc). ISSUE #7: When is my bill due? The day of installation. Why am I being billed 2 wks prior that date?? It's a mistake we will change it. IT TOOK A WEEK TO CHANGE. I've spent over 2hrs everyday over the last 2 weeks on the phone. ISSUE #9: $300. Visa card for signing up. They overcharged me; said they would adjust the bill; don't PAY YET and THEN said THEY MIGHT NOT APPROVE THE VISA BECAUSE I HAD AN OUTSTANDING BALANCE (of trumped up chargest) They say one thing; do another. They have at least 4 people who must approve a fraudulent charge. One out of every 9 people really understands the problem.Desired Settlement: 1, Credit me.2. Honor your promotional material.3. Train your staff on new technology like the remote4. Design a system where people aren't overcharged and then never revised. 5. Train your cable people to READ the panel when selecting HDMI ports.6. Train your staff to go over ever charge.7. Revise charges within 24 hours9. Offer compensation (equivalent to time spent on phone ie $20. per diem) for trying to RESOLVE THE SAME PROBLEM OVER AND OVER. with no solution for weeks.

Business

Response:

On 7/15/15 a Supervisor apologized and addressed the customer's various concerns. A $50.00 adjustment was applied to the account to offset the Wi Fi activation fee. On 7/22/15 Mr. [redacted] also spoke with the customer who stated all concerns have been addressed.

Review: Time Warner came out in March to MOVE one tv outlet to another location. They have been billing us for an additional outlet. I call each month to settle this and each time they need something else signed or sent. I told them they should look up their paperwork to confirm what was done but they dont. We have been getting run around since March with no resolve.Desired Settlement: TWC needs to come out and confirm what they did to do their internal paperwork and adjust our billing.

Business

Response:

I telephoned Ms. [redacted] and left a recorded message confirming that our technician verified that there was only just the one outlet, and removed the additional $15.00 monthly fee the additional outlet. I issued an adjustment in the amount of $30.00 for two months charge at $15.00.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10129832, and find that this resolution is satisfactory to me.

Review: I ENTER A PROMOTION TIME WARNER WAS OFFERING BACK IN NOVEMBER 12, 2013 WHERE IF YOU CONTRACTED ALL THEIR SERVICES AND KEPT YOU ACCOUNT IN GOOD STANDING FOR 3 MONTHS, THEY WILL SEND A $300 GIFT CARD. THEY NEVER SENT ME A REDEMPTION CODE, THEY SAID I DIDN'T QUALIFY. AFTER SEVERAL ATTEMPTS, ON JANUARY 1, 2014 THEY SAID THEY WILL BE SENDING MY CARD. THEY SENT A $50 GC. I CALLED AGAIN AND INFORMED THEM I NEEDED THE REST. THEY SAID AGAIN, THAT I DIDN'T QUALIFY. ON MARCH 29, 2014 I CALLED AGAIN, THE CUSTOMER SERVICE PERSON OPENED A NEW TICKET WITH MY REQUEST AND PROMISED MY CARD SHOULD ARRIVE WITHING 5 WEEKS. NEVER HAPPENED. I CALLED AGAIN ON 6/6/14 THEY GAVE ME A TRACKING NUMBER FOR MY GIFT CARD, SAID IT SHOULD ARRIVE WITHIN A COUPLE OF WEEKS. IT IS NOW 7/15/14 AND AFTER CALLING ON 7/11/14 WHEN THEY SAID THEY DIDN'T SEND IT, THAT I HAVE TO WAIT 5 MORE WEEKS! I DECIDED TO FILE THIS COMPLAINTDesired Settlement: I WOULD LIKE TO RECEIVE THE PROMISED $300 GIFT CARD AS SOON AS POSSIBLE

Business

Response:

Time Warner Cable apologizes for this issue. We have made customer contact with Ms. [redacted] and we are working with our fulfillment house to honor the additional $250 gift card. The additional card request was approved on 07/16/14. I will make follow up contact with them on 07/28/14 in order to verify the card shipping date. I have agreed to work directly with Ms. [redacted] until this issue has been resolved. I will make contact with Ms. [redacted] on 07/28/14 after speaking to our fulfillment house, with any updated information they provide.

Review: I have spent dealing with billing issues with this company since November 2014. I have spoken to 6 different customer solutions managers and personnel. Each one of them assured me I would be given the $80 plus the $57.99 credit I was due due to lack of service. My internet wifi was not working for over a month and my cellular service company charged me hundreds of dollars for data service. my phone and ipad was stating I was on wifi but I wasn't. Time Warner apologized for this and assured me they would give me credit. I still received a bill. no credit. Called again apparently the credit was declined. Spoke with another customer solutions department manager who said the credit is approved and guaranteed. These are the personnel I spoke to:#1 [redacted] id number 3##45#2 Naya on 11/17 id # MLK #3 [redacted] id #UVL #4 Megan id # 2###759 on 12/8 All of them assured me I would be given the credit and not to pay my bill. I was also told I would receive a letter stating this, never got that, only another bill. Today, January 7, 2015, I received yet another bill from them and even a notation that I have an unpaid balance (instead of a credit) and they have also warned me if I don't pay my bill my service will be interuppted on 1/21/15 and on 1/8/15 I will be charged a late fee. I have never in the past almost 3 years I have had service with them ever been late on my bill. I have also never in my life had this kind of a poor and intolerable customer service with any company before. I have been patient, but I can't handle this situation on my own. I spoek with Bertha today, after 48 minutes on the phone, (one call earlier lasted about 2 hours), she told me that the credit was applied incorrectly. Then she told me it was denied. Then she told me that she has applied the credit and I will receive it. At the end of the call she told me well it can be denied again. I keep being told different things. I have no way of knowing if the credit has been applied, nothing from them in writing.Desired Settlement: I would like the credit of $80 plus $57.99 applied to my account as I was promised by several different customer solutions managers. I would like Revdex.com to assist me in this process and to help my service not be interrupted. I live in an apartment and Time Warner is the only internet service provider that works here. I have no choice but to stay with them. Having working wifi at home is very important to me as I work from home. Please help me with this situation. I have exhausted all my options.

Business

Response:

Steps Taken to Resolve:

Review: I recently closed my accounts with Time Warner Cable. I moved and was trying to change my service to a ne address. They signed me up for a new pack with phone service I didn't need. This required me to turn in my old modem and get a new one. So I did. While there in there El Centro location they informed me I they had turned off my cable box and could not turn it on remotely. This required another trip to the location in El Centro. By this time I was fed up with being run around. I told them if they didn't offer me some kind of discount as compensation for running me around I would cancel my service with them. They refused to admit fault or give my a a price break. I closed the account with them 3/3/15. I have begun receiving missed calls from them at ###-###-#### for the past 4 days . When I return the call no one can tell me why I keep getting calls.Desired Settlement: I want Time Warner Cable to stop calling me. I no longer have any business with them. I will most likely never use there services again after the poor treatment. I am on the national do not call list. They are harassing my over the phone with an auto dialer. This needs to stop.

Business

Response:

Time Warner Cable apologizes for any frustration you may have encountered while attempting to transfer your services. We are sorry to hear that you no longer wish to do business with Time Warner Cable and as requested have placed a stop on any solicitation calls from reaching you. Please allow 24-48 hours for the request to be processed before you stop receiving any calls. Thank you for allowing us the time to resolve this matter.

Business

Response:

Time Warner Cable apologizes for any frustration you may have encountered while attempting to transfer your services. We are sorry to hear that you no longer wish to do business with Time Warner Cable and as requested have placed a stop on any solicitation calls from reaching you. Please allow 24-48 hours for the request to be processed before you stop receiving any calls. Thank you for allowing us the time to resolve this matter.

Review: Chronically slow internet speeds. Paying for 100 MBPS. Typically receiving 10-20 MBPS and frequently below 1 MBPS, rendering the service useless. Typical excuse for poor service is use of wireless connection, however fractions of a percent of what is promised is not reasonable.Desired Settlement: I want my service cancelled as requested with no further contact from customer retention department.

Business

Response:

On 11/25/14 [redacted] left a voice mail message and sent a contact email, there was no reply, however, customer has called Customer Support. A repair call was completed 12/3/14. On 12/7/14 customer was given information on how to close the account, should he choose to do so.

Review: They are stating it will take 4-6 weeks to process a refund to my account, after it was billed in error. I was billed after canceling my service and I won't see a** of those funds for 4-6 weeks.Desired Settlement: I want my refund ASAP.

Business

Response:

I spoke with Mr. [redacted], he resided in [redacted] and will contact the local franchising authority and/or the FCC. He did not have an account in **.