Time Warner Cable

Review: Since the inception of my Account Time Warner has encountered errors with establishing a reoccurring payment, separating the previous account from our new one, and basically following through on any promises made by all levels of conflict resolution for TWC. The most bothersome of these issues has been getting them to close the previous account and move forward with the new account. Not only do they refuse to close the previous account but after acknowledging themselves that there are two concurrent accounts running on the same address they continue to bill on both. The situation has been discussed at length with multiple support agents all promising a conclusion to the issue and none following through. Most recently a technician of TWC showed up at the residence where the current account has been established for a little over 5 months and is paid to current with a termination of service order. This resulting from the previous account being unpaid. After clarifying this with not only the technician but an accounting rep the technician still threatened to terminate services at the address until one of the current residents paid the past due balance on an account that was not their own. They now refuse to close the second account or refund the funds that were threatened out of the current tenant.Desired Settlement: I would like a refund on not only the funds extorted from the tenant to pay a past due account that was in no way their own, but additionally a refund on all services paid to date. I believe this is warranted from the amount of time spent cleaning up TWC's blunders and bad billing practices.

Business

Response:

We apologize for any inconvenience this issue may have caused our customer. TWC has confirmed that the credit card payment reversal requested for the last payment has been processed for $157.54. The account in question has also been confirmed as disconnected. TWC values and appreciates the feedback that has been provided by the consumer.

Review: On May 2010 I opened an account with TWCABLE so they could provide Internet connection service. At the time they asked for a $50.00 dollars deposit.

In 2014 - after several charges were added to my account - I decided it was on my better interest just to cancel the service and since there was no balance due on my part just wait for the deposit refund, which I never received.

I called (several times) the company costumer service number and first I was told I should wait a couple of weeks for the refund because TW CABLE just needed to make sure there were no further charges I needed to pay (even though my account balance was 0.00)

About 2 months later (August/14) I called and to my surprise the costumer service representative told me the deposit I paid had been applied to a previous balance years ago. I told her that information was incorrect and I had ALL my billing statements to prove it. At the time I was told they needed some time to go through their system and verify the information. I was told to wait untill they call me. They never did.

When I called again I was told that like I said no money had been credited to my previous year's balance because THE SYSTEM SHOWED I WAS NEVER ASKED FOR A DEPOSIT!!

I told them I had the debit card transaction information and statement that PROVED I did pay a deposit. They said I needed to fax that to a number they gave me and wait for the refund. It never happened.

On October 2014 I called and explained the whole situation (again). I also asked to talk to a supervisor cause I felt so violated and fooled. She said she was sorry this matter had been managed so poorly, she apologized in the name of TW CABLE and said she was going to send a check with my deposit refund and it would take 6 to 8 weeks to get it. I asked for her name and her costumer representative ID number but she said she would give me a CONFIRMATION number and that would work as a reference in the future.

After I waited unsuccessfully for 2 months, I decided to call again by January 2015. After explain all this to the costumer representative who helped me, he said there was NO RECORD of the call whatsoever, in fact, THERE WAS NO INFORMATION ABOUT MY ACCOUNT AVAILABLE BECAUSE ALL THE RECORDS concerning my account HAD BEEN DELETED.

I couldn't believe that. When I mention the last call and the confirmation number I had, the proof that I actually paid a deposit and all of that, they said there was nothing they could do because there was no record or information about my account.

To this date, more than one year after I cancelled all services from TW CABLE and paid my balance in full when due, I'm still waiting for the deposit refund.

What TW CABLE has done is not just illegal, but inmoral and unethical. The company should absolutely be fined.Desired Settlement: A full deposit refund ($50.00) plus compensation honoring the time and money I spent trying to solve this situation, more than 30 calls, long hour waiting time, faxing fees, etc and of course the distress that TW CABLE wrong doing has cause me

Business

Response:

To Whom it may concern,

I spoke to [redacted] regarding her deposit refund in the amount of $50. I informed her TWC is working with her and sending her the refund to her current address she provided. [redacted] has my direct contact information for any future concerns regarding her refund. I explained it will take 3-4 weeks for delivery. She understood and thanked me for assisting her with her concerns.

Thank you,

Review: In Dec 2014 I called Time Warner Cable to discuss my rates. They discounted them to compete with another cable companies rates. When I received my first bill it reflected a $50 discount. When I got my current month bill there was NO discount. I called and they could see the notes from the previous agent saying I was given this discounted rate. After much conversation they WOULD not honor what the agent had promised even though they had notes on the account. They said she made a mistake and apologized. An apology is not enough, they need to honor the promiseDesired Settlement: I would like the rate I was promised! I was promised 96.95 per month plus taxes.

Business

Response:

Time Warner Cable sincerely apologizes for your recent experience. As discussed, we have honored the rate of $94.99 before taxes beginning 2/18/2015. Per our conversation, there is a $5 discount that is only good for 6 months on the account; following the 6 months, the monthly will increase to $99.99 before taxes for an additional 6 months. A one-time credit of $58.64 has been applied to compensate for the difference in pricing for the last two months. Thank you for allowing us the opportunity to work with you in resolving your concerns. We value you as a customer and appreciate your business.

Consumer

Response:

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

Revdex.com,

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

Regards,

Review: Time Warner Cable falsely charged me for 1 month of Internet service after I had terminated my account, and failed to return the entire amount to me.

I was previously paying 49.99 monthly for Time Warner Cable Internet service at [redacted] Bonita Ave, Apt 1[redacted], San Dimas, CA 91773 (account number 8[redacted]01 30[redacted]957). My account was set to auto-pay, which automatically withdrew the payment from my bank account every month.

I moved out of my apartment on October 31st, 2015. I called and notified Time Warner Cable same day (October 31st) that I was terminating my service. We completed this process over the phone and I was told I needed to do nothing more, since I had already returned the Time Warner Cable modem when I purchased my own modem right after opening the account.

On November 10th, 2015, Time Warner Cable withdrew $49.99 from my bank account as they would have with a regular bill. I later received a statement in the mail indicating that I was entitled to a refund of $31.66. I called Time Warner Cable immediately and asked why I was not being refunded for the full amount of $49.99 since I had already canceled my internet service on October 31st. The TWC representative said that her records showed that I had called to cancel my service on October 31st, but Time Warner Cable did not actually process my request until almost 2 weeks later, and was trying to bill me for that period.

The TWC representative said she would make a note in the file and try to clear up the issue. However, I have now received a refund check in the mail for $31.66, instead of the full amount of $49.99.Desired Settlement: It is grossly inappropriate for Time Warner Cable to wait approximately 11 days to process the request to terminate my account, and then charge me for the 11 days that they dragged their feet. I want Time Warner Cable to resolve this matter by sending me an additional refund check for 18.33 to cover the rest of the bill that I was falsely charged for November.

Business

Response:

We apologize for any inconvenience the reported issue may have caused. TWC has reviewed the account and made the necessary corrections and will have check generated for the additional 18.33. Please allow 2-4 weeks to receive in the mail.

Review: Id like to register a complaint concerning the tactics Time Warner Cable (TWC) uses in their advertisements. They over promise and under deliver. I received such a letter in the mail on Wednesday, October 28, 2015, advertising their Triple Play package for $89.99. From that letter, I quote: "P.S. Act now and get a free trial of SHOWTIME for 12 months when you sign up. This is a limited-time opportunity. Call now." I ordered the package on Friday, October 30, 2015, after I was assured by a TWC sales representative that free Showtime was included. They installed the equipment on November 3, 2015. Since then, I've asked them, on three separate occasions, to turn on the Showtime channels. They all insist that the offer didn't include Showtime. To show TWC's systemic disdain and arrogance for the consumer, they continue to mail out that identical offer. I have received a 2nd letter on November 18, 2015 and a 3rd letter today, November 25, 2015. I have all three letters, but I don't have the capability to upload one. May I mail you one?Desired Settlement: I would like TWC to provide 12 months of Showtime at no additional charge.

Business

Response:

We apologize for any inconvenience this

issue may have caused. TWC values and

appreciates the feedback that has been provided by the consumer. We have added complimentary Showtime for 12

months. In addition, we have also provided

direct contact information so that our customer provides us with a copy of the

requested promotion at $89.99. We will honor that specific service and rate once we receive the requested information.

Review: I have purchase the intelligent home security system from TWC on April 25th, the first bill I received on April 26th was for $889.20 which included all home security equipment plus cable, internet and phone. I have since paid for this service and they have now added the same equipment onto the the third bill, making my balance $755.00. I have to date gave them about $1,200.00 towards the bill and still my balance is showing up as $940.49 as of 7/8/14. I have called them several times which they have noted in the system and said that the outstanding refund is still pending. It has been pending for the whole time I had their service. The representatives are telling me it only takes 24 - 48hrs for refunds but it's been two months. My service has been suspended because of this. They wanted me to pay the additional $440.49 to have the service turned on. I refused to pay another dime until this is taken care of. I am due back about $909.00

Review: I have been attempting to solve an ongoing issue with my internet service for a couple of months: the company cannot deliver the internet speeds as advertised. They have tried 8 modems and sent out technicians 6 times, replacing many components in my system. This has been extremely time consuming and inconvenient, and I am still left with a system that is not working properly. However, I have also just discovered that they have charged me for the privilege of letting them attempt, unsuccessfully, to repair their service. They specifically charged me for three modem deliveries at $30 each (despite only receiving two, both sent at their suggestion, and at no time indicating there would be any charge), because I 'asked for help setting them up'. I did not. I asked for them to make the service work at the advertised 200mbps speeds, not the 80mbps I am getting - I am more than capable of setting up a modem. In other words, I just want them to be able to supply the service I signed up for: instead, they have charged me additional, spurious amounts, without any warning, and still are unable to supply the correct service. Additionally, with each visit, they have stopped other items from working in my home, like my Vonage phone system and, currently, my Microcell, leaving me with no cell phone service in my home. Finally, they make it impossible to speak to a senior supervisor for resolution: I am told they will call me 'some time' over the next 4 days. If I can't pick up, I have to call back and be put back into the four day hold.Desired Settlement: I still want my service to work, but additionally I want compensation for their numerous errors, the hours and hours I've spent on the phone and at home waiting for a technician, reimbursement for the additional charges, and a thorough explanation as to why I was charged these additional charges in the first place. I also want to know why they make it impossible for a customer to speak to a senior person that may - or may not - have the answers and possible resolutions to a customer's problems.

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. Time Warner Cable has definitively determined that the reported issues are a result of the customer owned equipment. However as a courtesy, Time Warner Cable has provided Mr. A[redacted] with a reduced monthly rate of $129.09. We want to ensure the consumer is aware that we value him as a customer and appreciate his business.

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. Time Warner Cable has definitively determined that the reported issues are a result of the customer owned equipment. Time Warner Cable has worked with the customer to the best of our abilities and stand by our final decision.

Consumer

Response:

Review: 10692917

I am rejecting this response because: while TWC may have 'definitively determined' that the reported issues are a result of the 'customer owner equipment', this is just simply not the case. My equipment is working just fine; the problem of dropped speeds two to five-hours after a re-boot occurs with an iMac, MacBook Air, iPad and iPhone. Are all of my devices not working properly, or is it more likely that the problem lies with the service that's feeding them?

Review: Twc has a promo going where new customers who remain current and pay Bill on time for three months will receive a laptop. Well, I've paid my bill not only on time, but EARLY. And not for three months, but for SIX. I've called since starting service in July more then fifteen times. Each time asking about the laptop, if there were anything else I needed to do. Any other requirements, each time, I was told no. The laptop would be coming. Then after the first date I was told I'd receive it by came and went, I called back and asked again, where by I was told I'd have to wait an additional 60 days and be added to an exception list. Well, that date also came and went, and no laptop. So I called again,I was even given a 20$ bill credit for the treatment I had received up to that point, and given a new date to expect the laptop by...guess what, no laptop came. Now I was just told I'd not be receiving one. I know all twc calls are recorded as they tell you so when you first call. Yet when I ask them to review their tapes so they can see what's been going on, I'm told they can't do it. Please help Revdex.com. Its not right that customers are paying their hard earned cash for a service and product and promise that is not being fulfilled and kept. If allowed to go unchecked I believe more customers as myself will be swindled out of their money on rewards that are being offered to customers for starting services but never being deliveredDesired Settlement: I would like all the money I've paid to time Warner cable refunded to me. I believe they lied to me to get my business and now they think it's too late for me to do anything about it. Either refund all my money I paid so far, or send me the laptop as promised to new customers. And me several times by several of your employees.

Business

Response:

Time Warner Cable sincerely apologizes for any frustration or inconvenience caused to the consumer as a result of the complaint we have received. After extensive research a courtesy exception will be made and we will honor the Dell incentive reward. The Consumer has been advised to allow 12 Business days from 1/29/2015 to receive the device in question. We value the consumer as a Time Warner Cable Customer and appreciate his Business.

Review: I contacted Time Warner Cable through the chat in order to get different pricing on my current internet account and the first person I contacted ended our conversation because I chose not to upgrade my current service and on top of that, 2 minutes later when I checked my internet speed it had dropped to 3 mbps (I pay for the 15 mbps, which is usually at 12 or 13 Mbps). I continued to try to get ahold of someone to help me out with my pricing and now my internet speed, but when I tried that I got transferred twice from people in the chat. When I got a hold of that third person, they ended our conversation as soon as I told them about my issue, conversations which I have proof of if anyone needs to see them, except for the first one that I forgot to get before closing, (proof that I was in no way rude for them to end our conversation). I finally got someone to listen to me and try to help me out, but now this person was only interested because it meant he could turn this into a sale. So he ended up getting me to open a completely new account, saying he would take care of the rest. Which made me think that he would do something on his end to make sure everything was good to go. Instead, once I was done with my order I was going to have to return my current modem and pick up a new one, which was never mentioned. After that I contacted someone else to cancel and this person informed me that someone had downgraded my speed to 3mbps, to which I had never authorized, I also had an order for the turbo internet. Through that chat, I was also ignored after letting the person know I hadn't authorized the slow internet of 3 mbps. So now, not only has someone tricked me into getting a new service so that they can make a sale, but I have also had some illegal authorizations done to my account.Desired Settlement: I need something done about this, that downgrade on my account should have never taken place. I want Time Warner to do something about this, I spent 5 hours going back and forth from associate to associate, and I am not exaggerating about my time. My time is just as valuable as any companies' time so I want some type of compensation for my time, the pain of having to do all of this, and for the unauthorized activity on my account.

Business

Response:

Time Warner Cable apologizes for your recent experience. Please know that we appreciate your feedback as well as the opportunity to address your concerns. As discussed, your rate for standard internet will be $34.99 for the next 12 months beginning on 8/4/14; your modem lease fee will be waived for the next 12 months beginning 8/6/14.

Review: I closed my account with time warner on Dec 24 2014. I was told that I had none of their equipment when I closed my account with them and would receive a final bill. I called for my final bill and they said they would not close the account until they received the modem. On the day of installation in Dec 2013 I gave the installation man my own modem and router. He installed everything and my internet worked. They are saying the modem that was used belongs to them despite the account saying customer owns own equipment. I moved cross country and all my apartment is packed up in storage. I threw out the modem and they want it back. But I asked them if the modem was there's what happened to my modem at installation day. Now they are trying to charge me for the modem which would have never happened if a representative would have told me I needed to return it instead they told me everything was fine. I should not be responsible for the incompetence of their employees and the misinformation I was given.Desired Settlement: Close my account and return my refund.

Business

Response:

We apologize for the confusion. The equipment was removed from the account on 12/31/14 and the refund was processed on 1/2/15. Please allow 4-6 weeks to receive the refund check at the forwarding address.

Review: When I signed up for Time Warner cable I was promised a $300 Reward Card for switch from Cox cable order # [redacted] which was placed on 4-2-2015. I have inquired about my reward card and have still not received it or any updates other than promises on the phone that I will get a call back from a supervisor. I feel I am getting the run around and all I want is my reward card that I was promised.

Please send me my reward card, issue me a credit or something this is unacceptable that I need to waste hours of my time dealing with this.

Thanks.Desired Settlement: I wish to receive my $300 reward card as promised without any more delay or me spending more of my time jumping through hoops.

Business

Response:

Time Warner Cable apologizes for any miscommunication. Our records indicate that the issue was resolved on 8/4/15 when you phoned in and spoke to a TWC representative. Per our dicussion, you are aware that you will be receiving the gift card and will allow a few weeks for arrival.

We value you as a customer and appreciate your business.

Review: Time Warner Cable offered a $300 reward card to switch over from AT&T. I made the switch and I still have not giving me the reward card. I was an AT&T customer and received a promotion offer from Time Warner Cable to switch over and receive a $300 Visa reward card. Since I wasn't happy with the AT&T jacking up the prices, I decided to make the switch to save some money. I switched over in March 2015, and I was told I would be receiving a letter in the mail regarding the reward card. It is now July 10, 2015, and I have yet to receive anything regarding my reward card. I have called every month since April and keep getting told the same thing, that they will mail me something in the mail. The only thing I received in the mail from them was my cable bill. This is false advisement and obviously a scam to get customers to switch over. All I want is the $300 Visa card they guaranteed me if I switched over.Desired Settlement: I want the $300 reward card they promised me if I switched over.

Business

Response:

Hello,

I spoke to [redacted] regarding her TWC gift card concerns. I apologized for any inconvenienced and she did inform me she mailed the necessary documents 7/10/15 needed in order to complete the requirements to receive the gift card. She should receive the card 4-6 weeks if not sooner. She has my direct phone number for any future concerns regarding the gift card.

Thank you,

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 10710311 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.]I filed a complaint on 7/10/15 (see attached) and the lady at Time Warner by the name of [redacted] said I should have my TWC gift card within 4-6 weeks. It has now been past that time, and I still have not received it. Also, I can not find the phone number to reach her.

Regards,

Business

Response:

I've called Anglea [redacted] and left my phone number.

TWC has proccessed the gift card and it is still in the tranfering mode to send the card off to subscriber.

Information has been verified and registered.

Thank you,

Consumer

Response:

Revdex.com,

I have returned [redacted]'s call and I will give it another week to see if the gift card comes in.

Regards,

Review: So awhile back I had time warner. Absolutely hated it. Switched to another carrier but had to keep time warner internet because they are unfortunately the only offering in my area. So I eliminate the cable and just do internet for their $39 special free upgrade to turbo (or so he said. Its really $10 more). Somehow they turned off everything and blocked my router. So I call back and they fix everything after 2 hours of phone calls and they credit my account $40 as their oops my bad. Today they call and say I didn't pay my bill this month (which was set up as auto pay so i'm not sure why they called) then tell me I owe $163 something to avoid shut off. Mind you my bill is due on the 17th so its not even late. I check my online account and my last statement is -$39.24. So I call again 1st guy take 30 min to just say I don't know just pay it. I asked for a supervisor and he tells me I have my 1st 2 months up front charge for new accounts, plus a fee to use wifi and a fee for the router (after they said it was free) then a $23 rental for a DVR. So I tell the guy.. Hello we just went over that I ONLY HAVE INTERNET. Just a little box under my text. To which he replies "oops let me get you to someone that can remove all those charges". Im still on hold 30 min later. New lady comes on the phone deletes my online account so now I cant see anything then says they are still charging me the $23 a month for the DVR rental and $17 for the service because the don't have a record of receiving it.over an hour and 20 minutes of phone calls just to say pays us the money or go to collections and no record of this "new account" they created for me. Just a phone call to pay moneyDesired Settlement: I would like my account credited for all the equipment and my accounts back online.

Business

Response:

I verified with Mr. H[redacted] that his internet service is working. He did confirm that he only wants Internet service with us and stated he has already returned the DVR equipment. The DVR equipment and fees have been removed from his account. Mr. H[redacted] had requested an e-mail with his new account number. The e-mail has been sent. In our previous conversation, Mr. H[redacted] has stated that his account is set up with Auto-Pay. In researching his new account, I have found that it was not set up with Auto-Pay. I have advised him to contact TWC at his earliest convenience to set that up.

Review: When I started my internet service with Time Warner I provided my modem. My son purchased the modem through a storage unit sale. When the technician installed my internet he hooked up the modem I purchased and told me that it was originally a Time Warner modem. I told him my son had purchased it through a Storage unit auction and I did not want to be charged for the equipment fee. I said I had another modem and he said no problem this modem belong to me and I would not be charged. I recently received an itemized bill and noticed that Time Warner has been charging me an equipment fee of 5.99 monthly for the modem. I called Time Warner and told customer service the problem he said it was an issue for customer solutions and transferred me to customer solutions. Customer solutions told me the original customer service agent was incorrect and I needed to talk to custom service and transferred me again. After holding over 20 minutes I hung up. A few weeks later I tried again this time through the internet online help I requested a chat log be sent to my email. Then I explained the situation to the customer service tech on the internet. She said basically that she could not help me and that I needed to call Customer Service or go into a local Time Warner location. I am being over charged on my bill every month and they won't do anything about it and I am tired of chasing my tail trying to get someone to listen to me.Desired Settlement: Refund all charges for equipment.

Business

Response:

Hello, the customer's issue/concern was posted on the Revdex.com site for TWC in Southern California while the customer resides in Summerville, South Carolina. Unfortunately, we do not have access to accounts in South Carolina and cannot properly address the customer's issues/concerns.

Review: I've been move to Monrovia CA for over a year and be with time warner cable internet since then, the service sucks and the Internet is not slow and got lost most of the time I'm using it. I called the customer service at least ten times and mention the problem I have bakabala, every time is a long wait on phone and I have to suffer couple days without internet till the technician come. But the problem won't solve. I'm really sick of it. What makes angry this time is I lost my internet last night and I call and the latest time A technician can come is 3days later. Then I had my internet back after the call and this morning it's still working but the evening when I back home it's gone. I have a feeling that the Internet was cut off by them today. Because I got a call from them around noon and the phone was interrupt by the poor signal, then I got out for the afternoon. Back home without Internet. I'm really really disappoint about this company, the only reason I'm still with them it's there's no other provider in my area. It sucks to pay and get barely no internet.Desired Settlement: I want the problem solve not just I have to call and wait and hearing the same bs every time

Business

Response:

I made several attempts to contact Mr. O[redacted]; messages were left with no returned call. I closed the escalation and mailed attempt to reach letter. I am still available to assist with any concerns. I can be reached at ###-###-####.

Review: I want to CANCEL my Time Warner internet services but I have called there five times and the customer service department keeps transferring me and keeping me on hold. I have now been on hold for four hours in two days. Nobody is being able to assist me in canceling my contract and I am frustrated. I just want to cancel my services.Desired Settlement: I need to have Time Warner honor their contract with me and cancel my service.

Business

Response:

I telephoned and spoke with Ms. [redacted] in regards to her concern. I apologized for any inconvenience that this may have caused. I made her aware that once she return the equipment her bill will stop on that date and any future charges will be prorated. I also instructed Ms. [redacted] to cancel the reoccurring payment online via My Services. Ms. [redacted] was pleased and thanked me for my assistance.

Review: Account was a Gratis account that was placed in collections for $150.00. That was paid in 2010. Recently my credit report listed Time Warner again - after several calls they finally determined that I was being charged an additional 291.00 for loss equipment. I explained that I gave my box to their employee - I went ahead and paid that fee because I am in the process of refinancing my home and this account is giving me a 100 points negatively. I paid the additional 291.00 on Sept 8th of 2015 and requested a letter stating the account is paid in full and satisfied. I was told I would receive my letter no later than 9.15.2015.It is now 9.25.15 and I still don't have a letter and I have been given the round around and no one is willing to give me a letter for my paid account.Desired Settlement: I would like a letter sent to all 3 credit agencies and a letter sent to me directly indicating the account is paid in full and satisfied. my email is [redacted]@aol.com or my fax ###-###-####Also sent by mail to [redacted] Orcutt, CA 93455

Business

Response:

Steps Taken to

Resolve:

On 09/28/2015 we attempted to call Ms. S[redacted] but the

number provided did not work. We had our executive response team e-mail a

request to Ms. S[redacted] to contact myself or the agent in our recoveries

department that will be processing her request (the agent also provided her

direct phone number in the e-mail we sent out) We will honor her request stop

all collections activities, update the various credit bureaus, as well as mail

out a new “paid in full & satisfied” letter as soon as we are able to make

contact with her.

Consumer

Response:

Review: 10832593

I am rejecting this response because:I spent weeks and several hours on the phone with Time Warner giving them my updated information including my name, address, phone number and email. Based on the service I have received they must likely never actually wrote down my information and are trying to a call a number from 10 years ago. The lack of customer service is mind blowing .I checked my email messages and I do not have any contact from Time Warner. I am hoping by giving my information to the Revdex.com, Time Warner will actually take care of the situation. My married name is C[redacted]. Address [redacted], Orcutt, CA 93455 Phone ###-###-#### email: [redacted]@aol.com

Regards,

Catherine Lawrence Menende

Review: I got a bill for internet-phone service with due day June 25, 2015. On June 25 I call Time Warner to pay bill and find my bill is actually increased on amount close to $5. And this happened third time. They increased my bill in a few dollars before due day. How it is possible? Why Time Warner continue to increase my bill without any reason? In very first year after six month they just add to my bill $6 dollars for rent a modem. It was not in initial contract! Then they increased rent to $8. They continue to add a few dollars to my monthly bill many times already. Why???Desired Settlement: They must return all money they charged without our mutual agreement.

Business

Response:

We apologize for any inconvenience this issue may have caused. TWC has made multiple attempts to reach the customer but have been unsuccessful. We have sent a letter requesting that the customer call back to further address the consumer's request and concern. In the interim research indicates that the rate increase is due to a late fee assessed for a late payment submission. As a courtesy two late fees, $4.75 each has been credited.

Review: Time Warner Cable has provided the apartment nothing but slow internet access especially at night. There is pretty much zero to no connection if you are using wireless and most people do not have the time to go to the router and reset it every 5 minutes so that the internet will work for a while and then crash again. I live in San Diego and this is the closest Time Warner Cable Company internet services that I am able to find and contact.Desired Settlement: I would request a increase in internet speed or simply just finding out AND FIXING the nightly internet lagging issue happening in this part of town.

Business

Response:

Time Warner Cable has made several attempts to reach Mr. [redacted] by telephone to address his concerns and have been unsuccessful, the telephone number he provided will not allow us to leave a message due to his voice mail is not set up and the automated system disconnects the call, secondly; Time Warner cannot reach Mr. [redacted] by mail due to his address is not complete, the subscriber did not provide his unit number. If Mr. [redacted] can provide a telephone number where he can be reached or his address, Time Warner Cable will be happy to assist him.

Consumer

Response:

My number is ###-###-####. Feel free to reach to me anytime.

Review: All equipment was turned in to offices to close the account on 6/30/2014. I was told it would close the account. Since this provider bills for services in advance, I should have been due a refund. Payment had been made in early June for billing period that went into July. They proceeded to bill me for services from 07/12 to 08/09, which I foolishly paid, trying to figure out how they closed the account and still could bill me, when we no longer had any service. I have made phone calls to resolve this 7/24/14; 8/27/14;9/16/14; 10/22/14; each time getting different stories, that I should get a refund, forwarded to processing, and NO CHECK ! They have had my money for services they did not provide! I'm told to wait 3 more weeks. Last time they told me that and when I called again they said "case was closed, no refund due". I believe I am due a refund of prorated payments already made from July 1 to July 11, as well as the last bill I paid July 12 to 8/09/14 services that were never rendered.Desired Settlement: I would like a statement of, and prorated refund on the account from June 30 to July 11, as well as a refund for the services charged from July 12 to August 9 .

Business

Response:

Ms. [redacted] was contacted on 10/24/14 with regards to her billig concerns. We apologized for any inconvenience that this may have caused and made her aware that we have honored the stop bill date and issued an adjustment in the amount of $78.72.