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Time Warner Cable Reviews (1354)

Review: I've had Time Warner Cable internet since December of 2012 and have had issues with billing in the past. Last time I talked with them they set the price at $27.99. They did not say it was promotional pricing. They did not say it would expire. They didn't say anything about it. My recent bill went up to $34.99. I called and they said they can't adjust it. I should've called before it expired. If they don't tell me that it's going to expire at a certain point, how am I supposed to know to call them.Desired Settlement: I would like them to credit any and all past and future bill that will exceed the $27.99. I don't care if they give me credit for this current bill. I would like them to fix the pricing so the next bill is at $27.99 and refund the $7.00 or just bill me next time for $20.99 and $27.99 subsequently. Also would like them to include expiration date on any promotion on the bill so there is no confusion in the future.

Business

Response:

Several messages were left for Mr. [redacted] with my contact information, but call back was not received. His previous rate of $27.99 was extended for an additional 6 months. This promotion will expire after 6 months at which time Mr. [redacted] can call our toll free number [redacted] and speak to a Customer Solutions team member regarding his rate.

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,

Hi,I don't have any documentation to give you since my usual interaction with them is over the phone. Once in a blue moon I'll use chat and save those logs, but last time I talked with them, I did it over the phone. I've had issues with billing all last year and they screwed up my service so I had to call them to clear that up and they just told me that everything was taken care of. Never said anything about promotional offers or when and if it'll end.

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

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

Regards,

Business

Response:

I apologize for any confusion or the lack of information Mr. [redacted] was given regarding his billing concerns. A promotional rate of $27.99 for Internet service was applied to his account which had recently expired. All of our promotional rates have an expiration date. At this time, the monthly rate of $27.99 has been reapplied for an additional 6 months.

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. It would be nice if you sent out your promo is about to expire email/mailing instead of sending me mailing/email in Spanish.

Regards,

Review: In Dec of 2012, tried to order service with Time Warner Cable and paid $130.00 upfront to install service. They couldn't because of a previous renter before having a past due balance. I advised since that is the case to refund the money. Rep on Dec 30th said the money would be refunded and would take 3-5 business days. I called on Jan 12th to inquire on the refund and it had not been processed. They finally said they processed it on the 15th and I have yet to receive it. I have been bounce around and hung up on by several representative and just want refund back and action taken.Desired Settlement: refund of the money to my card ending in[redacted]

Review: I have switched to Time Warner Cable ("TWC") on August 26th, 2014 as my internet and phone service provider. When I selected TWC I was offered a promotion which is a [redacted] Tablet/Laptop (2 in 1 Deal) on the condition that I would be making my payments on time for the next three months. I made all my payments on time as of today. But TWC made errors on my account and put 'Late fees' on my account. I made several calls to fix the problem and eventually did correct those charges. I have received confirmation emails from TWC on the following dates regarding the reward I would receive after 3 months:

September 14, 2014 - Thank you for registering your reward (2 in 1 tablet/laptop).

September 16, 2014 - You are right on track to receive your reward.

October 13, 2014 - You will be enjoying your reward card soon.

Since I did not hear anything after the last email dated October 13, 2014, I called TWC to find the status of my reward. They claimed that I was delinquent on payments. I explained them that there was an error on my account which was eventually corrected. So, I should be eligible for the reward. They told me that they would send my information to a manager for the review. They also told me to call back today to find out the latest status on my reward. I called them today and I got a chance to a manager in the Ce. He agreed that those charges on my account was placed in error. but he told me that TWC did not offer me the reward (2 in 1 tablet/laptop) initially. I was shocked and have the proof for that either in the form of phone calls or the 3 emails I have received.

I would like TWC to apologize from me for all the time I have been dealing with this to get my reward and give me the reward (2 in 1 tablet/laptop) they had promised when I selected TWC as my internet/phone service provider on August 26th, 2014.

Thank you in advance for your help and attention.

Best Regards,

[redacted]Desired Settlement: I would like TWC to apologize from me for all the time I have been dealing with this to get my reward and give me the reward (2 in 1 tablet/laptop) they had promised when I selected TWC as my internet/phone service provider on August 26th, 2014.

Business

Response:

On 1/6/15 and 1/8/15 [redacted] left voice mail messages requesting a call back at ###-###-####.

Review: I have tried to cancel my subscription with time warner cable because they have been adding fees to my package and have not told me that they unbundled my bill and are charging everything separately when I was paying one price.

I can not get a straight answer and am being pressured into getting a high priced cable package when I do not watch TV. The woman hung up on me without canceling. I do not want thier services and want this situation of over billing resolved. kDesired Settlement: refund and cancel my cable and phone service. leave internet. Remove high speed turbo and wifi because they are slow.

Business

Response:

Today spoke with Ms. [redacted]n and has accepted offer from our Client Solutions area. Ms. [redacted]n has contact information should any further issue arise related to this case. Case closed. Sincerely, Ms. [redacted]

Review: I have spent over ten hours on the phone with Time Warner during the week of 6/8/15 - 6/14/15 attempting to have the intermittence in my internet signal that I have been experiencing for the past 45 days addressed. I have had numerous techs visit my apt over that past thirty days and they have been unable to resolve the issue. A third level tech was scheduled to service my internet on 6/14 between 11am-12pm. The tech never showed up and as of 4pm this afternoon I still don't have resolution.Desired Settlement: I am requesting prompt and sound service!

Business

Response:

Pat [redacted] had arranged a service call with the customer for June 18. On June 19 a follow up email was sent to confirm satisfaction. As of thsi date there has been no reply.

Review: Signed up for Cable service for a 2-in-1 laptop in July 2014. Did not receive item after meeting all qualifications that were presented to me by representative.Desired Settlement: Desired outcome is to give me a new Dell 2-in-1 laptop as promised.

Business

Response:

It appears that this was escalated with our care department yesterday and resolved. Our team reviewed the account and the sales call and based on that information Mr. [redacted] was placed on the exception list to receive the tablet. He can expect it in 4-6 weeks. I took the liberty of writing up the response in the format and attached it for you. Feel free to use the response or modify it to fit your needs.

Review: Time Warner Cable was offering a Visa gift card to customers who switch to Triple Play (TV Internet and Phone) which we did. There was a processing period of good standing of 90 days. We received the service on 3/19/2013 and the 90 days billing period ended on 7/10/13. From that point it was a 4-6 week waiting period to receive the gift card. As of today, 9/22/2013, we have not received the card. I have contacted the redemption center several times and they tell me that they have no idea when the card will be sent. I have sent several messages to the CEO and there has been no response from those emails. TWC is still advertising the cards on TV. Also, when I contacted the redemption they informed me that it was a Amazon card not a VISA card. It is very frustrating to myself that you are advertising these gift cards and we followed all the rules and regulations and we still have no card!Desired Settlement: At least finding out what the hold up is for the cards to customer I am sure that I am not the only one waiting!

Business

Response:

9/23/13

Under TWC CASE NO:[redacted] - Customer was added to exception list for $200 VISA/Better Guarantee 2 Campaign. Customer was informed it wiill take 4 TO 6 weeks per [redacted] (NYC Lead).

Consumer

Response:

[redacted]

I am rejecting this response because:

I have been waiting 6 weeks over the original time period and I don't want to disregard this until the gift card is received.

Regards,

Review: I cancelled my TWC service on August 10, the same day my [redacted] Uverse cable was installed, and TMC picked up my equipment (for an extra $20, of course) on August 18 (4 days AFTER they said they would). When canceling my service, I was told I had a balance on my account and would be receiving a refund check in 1-2 weeks.

...10 weeks later... (Yes - 10! FIVE TIMES the longest estimated refund period!!!)

I called today to discuss the check's ETA, and was told that they actually cancelled my service on August 24 - 14 days AFTER I request it be "cancelled immediately"!!! And they NEVER MAILED THE REIMBURSEMENT CHECK.

After speaking to the rep, I asked to speak to a supervisor. Supervisor Robert No-Last-Name languidly told me that there's "not much" they can do about it and that the check is on its way, so.....

I have NEVER spoken to a Manager/Supervisor with such an incredibly passive & can't-be-bothered intonation, or one that offers absolutely NO apology for his employees not issuing the financial reimbursements due to 6+-year customers who have been overcharged.

Had I not called in, I would have NEVER been issued this due refund, and I fully consider this to financial misconduct (bordering on fraud) on the part of Time Warner Cable. Supervisor Robert should be held accountable for his employees' negligence, and for the accounting mismanagement of his customer's funds.

Shameful. Sneaky. Untrustworthy.Desired Settlement: I want the refund I was guaranteed nearly TWO months ago, plus an additional adjustment of my account, for the additional days of service billed (for not stopping service for an additional 2 weeks AFTER I called to cancel it).

Business

Response:

One check was already sent in the amount of$112.10 and another check will be cut and sent in the amount of $92.17. Customer was advisedon 10/8/15 to inform of the two checks and the customer is satisfied

Review: I thought we had resolved this. I still have not been compensated the $115+ I am owed. I was told it was sent to the wrong address.Desired Settlement: refund and whatever else they think is fair

Review: I signed up for TWC standard/turbo internet service late June 2013 as they offered a discount for this tier online. After many week of no service and missed appointments, for which I was credited, I now have the lowest tier and no access to twc hotspots, apparently retaliation. They are and have been charging me as per the advertised tier and giving me the shaft. This also affects my phone service as I use VOIP (not TW).Desired Settlement: For TWC to credit my account $60 for overcharging me for the lowest tier that I would never have agreed to. I also use my own router which has wireless. Their's does not and they have been charging $5 for their inferior router. For my service to be restored to correct tier and access to the TWC hotspots, or I go to RCN

Business

Response:

Mr. [redacted] has also filed with the city agency and awaing call back from Mr. [redacted] to [redacted]i from our Agency Response Team.

Consumer

Response:

I am rejecting this response because: Time Warner told the city agency the issue of Fraud was resolved. It was not. Lying is a very corrupt trait.I was overcharged/defrauded and Time Warner refuses to credit me for this. Next step, Attorney General.

n [redacted]

Review: TWC charged me for Home Phone Service including international calling. However, they did not activate international calls. So I called to ask for my money back. They said they could either apply a credit or send a check that would take about a month for me to receive. I said No that I want my money returned to my bank card, The representative put me on hold saying he would talk to his manager. When he came back he said he would place a request for the refund and that I should receive it within 5-7 days. Then when dI hadn't received it yet I used t heir live chat to confirm that I was getting it and yet another one of their representatives told me I should get it on3/23/15 or 3/24/15 the latest. And when I didn't receive anything today I used live chat yet again to ask why I haven't received it yet and the rep told me he couldn't do that, that it was against company policy. I explained that the first representative I spoke with told me would place an order for the refund getting the okay from his manager. Now the representative is refusing to give me my money back and I don't think it's fair that I was told I would get a refund to my account by 2 of TWC's representatives just to be told the day I should have received my refund that they cannot do that. Should you need any more information feel free to contact me at [redacted].Desired Settlement: I wish to get my money back for the services that I paid for and didn't have access to. I also expect an apology and some sort of compensation for their incompetence

Business

Response:

After reviewing the customers account, she was informed she was not paying extra for long distance calling to Mexico. Calls to Mexico are included in the phone package the customers request at time of ordering. Customer was offered a courtesy credit and international calling was activated for customer at no extra charge. Credit has been applied to customers account and will be discounted from next billing statement.

Review: I have contacted Time Warner Cable over the course of this past year and have had multiple service/repair technicians come to my home. I have spoken to countless representatives and spent countless hours trying to get a resolution to the technical issues I am having with my cable service. Basically, I have had problems with my cable service/DVR; it is not recording one of the only channels I watch. After having had my cable box replaced no fewer than 4 times, multiple technicians have told me this is not an equipment issue and say that they need to contact their engineering department. These "senior" technicians have told me that they or their supervisors will follow-up with me regarding the status of my repair and inform me about what needs to be done to resolve the technical issues; to this day no one has contacted me. When I call the company back to inform them that my issue is not resolved and that I would like a credit for the service, they usually say that the "order has been closed" and no notes were ever written that follow-up was needed, in fact many times there is no record of what the technician did in my home....this has happened to me at least 4 times. I would have cancelled the service and switched cable providers long ago but my options for service are extremely limited and I have very few options in my area. The cable company must realize this because they have agreed to credit very little to my account despite the fact that my service has not been working- I have found their service credits insulting and unsatisfactory. Also, they insist that in order to get a credit, a technician must come out to my home and troubleshoot the problem. When I call back to obtain my credit once the technician has completed his visit to my home, I am told the order is closed and they will need to come out again in order to open a new service order so that I can get a credit...when I insist that they were just at my home and the problem was not resolved, they have no record that the technical issue is ongoing. Despite the fact that the technical issues I am experiencing have never been resolved, I have never received a satisfactory credit. So basically, I have been going in circles with this company for about a year and have never received a resolution to my cable issues nor any follow-up from this company even thought they insist that they will contact me. The straw that broke the camels back occurred this evening when again I called to report the same ongoing issue, unfortunately I dealt with two of the most incompetent customer service agents and felt compelled to file a complaint. The first agent was a supervisor named [redacted] (employee number [redacted]) who told me that she would not give me a credit for the service because there are other channels that work and so therefore I should watch those. I was then transferred to her supervisor [redacted] (employee number [redacted]) who told me "there are no technological problems that can't be fixed" and said that he could not issue me a credit because I should have yet another technician come out to fix the problem. When I told him that I have been waiting for a year for this problem to be fixed and that I should not have to pay for unsatisfactory service, he insisted that I need to have another technician come out to my house despite the fact that I have had well over 6 this year alone. When I informed him that I have had multiple technicians come to my home and I am tired of wasting my time with work orders that never get resolved or even noted in the "system," he said that this is "all he could do" and that "no other solutions exist." When I asked to speak to someone above him, he told me that "no such person exists" but that I could try the online complaint form. As a customer, it seems as if this company is taking advantage of consumers because they know the options for cable service in certain areas are limited. I feel that I have been more than patient in waiting for a resolution to my cable issue and that I keep going around in circles with customer service agents and have never had a resolution. At minimum I should be refunded the amount I have spent on cable service for the months of February and March since I have had increased technical issues, multiple visits by technicians for the same issue, and NO RESOLUTION to my technical problem. I have taken off many hours to be available for these service calls and should also be compensated for my time. I have not only been deprived of the shows that I watch, but I have been provided with the most unacceptable customer service I have ever encountered. The customer service agents that I spoke to this evening were robotic in their answers, unsympathetic, unhelpful, and kept talking in circles while not answering my questions; if Time Warner Cable wanted customers to engage in scripted conversation, then why do they employ people at all? I am beyond frustrated and do not know how to get an acceptable resolution with this company.Desired Settlement: Ideally, I would like the technical issues I am experiencing to be resolved. Minimally, I would like a complete refund for the past 2 months that I have experienced an increase in the technical problems. Additionally, I would like and apology from customer service for the unhelpful, rude, and unacceptable phone experiences that I have encountered, and for the WASTED time I have spent with technicians only to discover that they have NOT noted in their system that my technical issues are unresolved, and that there is no record of what was done in my home so that another technician can follow-up with what was recommended (ideally I would be compensated for the time I have wasted as well!)

Business

Response:

TWC has left multiple voicemails to further assist Mr. [redacted] with resolving the reported issues. We are waiting for a call back from Mr. [redacted] and apologize for any inconvenience the reported issue may have caused.

Consumer

Response:

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

Revdex.com,

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

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

I have not received one message from Time Warner Cable and I would be more that happy to submit a call log in order to demonstrate that they are mistaken. In fact, I called Time Warner Cable this morning in regards to yet another matter and did not receive an apology or any other acknowledgement of my Revdex.com complaint. My cell phone number is [redacted] just in case they have not received the correct number. I look forward to speaking to a representative from their company. But honestly I am not surpriosed that they have not responded.

Regards,

Business

Response:

TWC is field supervisor and hub engineers are currently working with Mrs. [redacted] in resolving the DVR issue with channel 22. Mrs. [redacted] has been compensated a retail of * months service fee ($74.24) for the inconvenience for the DVR features not working on that channel. Any further request for credit would need to be justified with a service call. We apologize for any inconvenience this issue may have caused.

Consumer

Response:

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

Revdex.com,

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

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

Review: The service given by time warner cable is terrible. We have been having internet issues in our home for years. At random moments we will not have internet service for hours. This went on for about 2 years. We would contact time warner and ask them to repair it. A technician would come and the internet would work and two days later the same issue. This dance went on for 2 years. Now to get the internet to work at this time we have to unplug the whole system. This happens about 2-3 times a day. We finally thought about switching providers so we contacted other service providers but the only problem is time warner is the ONLY carrier that covers our area!!! Meaning we have to use them!! We finally asked for an adjustment on our bills because of the times we were without internet and they only take 16 dollars off??!! Now I am sitting in my home with no cable and no internet due to no fault of my own and am in deep frustration because I feel like time warner continues to provide terrible and unreliable service and I must deal with it because they are our ONLY option! I seriously need help because calling them will do me no assistance. Thank you for your time.Desired Settlement: Better and more reliable service. If not this than the ability to change service providers.

Business

Response:

On 9/17/15 Mr. [redacted]r left a message, voice mail. To date there has been no reply.

Review: Our family has been customers at this address since the cable was laid in 1979. My account no. is [redacted]. My internet speed is suppose to be the fastest they offer but the speed varies considerably and throws us off line constantly. The cable TV HD channels break up as well as many of the regular channels. Not fun watching channels breaking into dancing squares and squiggles as the sound goes in and out. Sometimes a channel will be out for days! Every time I call if their not already working on the lines they insist on sending a service person to the house. The problem is not at the house. The last serviceman said( as he came through the door) that it was his sixth service call when nothing could be solved at this end. He is only one of many I know. They have worked on every junction box from here to fifteenth street. Recommended life for cable is fifteen years and I don't think these have ever been replaced. There has not been one day in 2014 without some problem with internet and TV. I pay over $200.00 a month for this aggravation. I've considered ever other possible option in the area but they all seem to have problems and not offer as much. Think I've been praying for a total cable meltdown so they have to replace it. Super, super tired of them sending repairmen to me who can do nothing from this end then having any followup they do resolve nothing.Desired Settlement: Replace the cable lines!

Business

Response:

Time Warner Cable apologizes for the service issues Mr. and Mrs. [redacted] have been experiencing fortunately the service issues have been properly addressed and resolved. The trouble call appointment scheduled determined that they are no longer having any tiling on certain channels and the internet connection is stable with no additional issues to report. Mrs. [redacted] confirmed that her services are up and running and she is no longer seeing any tiling or drop offs with the internet connection. We value Mr. and Mrs. [redacted] as Time Warner Cable customers and we appreciate their business.

Review: I have been afford to upgrade my cable+internet plan to more expensive one and I could get Samsung tablet.

I agreed and upgraded,they told me they will send my confirmation via mail in 1 month.I never received confirmation mail.than I called tie warner.they told me there was not promotion going on in time I upgrade my service.so they can't give me tablet.

I told them listen my phone call records.they said they will listen and called me back in 2 weeks.but they never called.Desired Settlement: they should honor what they promised.I refuse to pay my bill for a month but then I paid because I need it internet.Time warner should called me and explain the reason they lied to me.everyone I know complains about this company.I don't think they doing honest business.customer service [redacted].

Review: Since I cancelled my service with TimeWarner in May this year, I have on numerous occasions "unsubscribed" from their emails, have asked them on several occasions on the phone to stop sending me emails of any kind, and most recently asked them to completely remove me from their email lists in a web chat on 8/24/13. I have a transcript of this chat, which I can forward on request. [redacted] [10:28:48 AM] [redacted] > I can go ahead and send you this chat transcript as a proof of our conversation. [10:29:58 AM] [redacted] > Your trust and satisfaction is very important for us, so please feel free to ask questions. Is there anything else I can help you with today? [10:30:07 AM] [redacted] > Ok, please do - and what about the emails I continue to receive. First I tried to unsubscribe several times and then called [10:30:35 AM] [redacted] > Please don't worry about the emails. I'll make sure that you don't receive any more emails. [10:30:52 AM] [redacted] > I received another email today. It should not be that hard to remove an email address from a mailing list [10:30:59 AM] [redacted] > I am sending you this chat transcript as a proof of the refund check and the fact that the account is closed for good. [10:31:12 AM] [redacted] > I'll make the changes right away. [10:31:13 AM] [redacted] > I again apologize for the inconvenience. [redacted] Since then, I have received at least two additional emails from TimeWarner, on 8/31 and today, 9/13. I want the emails to stop. Just because I cancelled my service shouldn't mean that TimeWarner can just ignore my reasonable and legitimate request to stop sending me emails.Desired Settlement: Once and for all remove me from their email distribution lists and compensate me for 1 hour of my time that I have spent dealing with this issue, including trying to unsubscribe from emails on numerous occasions, time spent calling, on hold, and explaining the issue on several occasions, time spent on the web chat (attached) and time spent writing this complaint. I am an attorney who bills out at more than $400/hour, but I will accept half of that, $200. Simply finally removing me from the email list without any compensation for my time and aggravation will not suffice. That would mean that TimeWarner can just ignore former customers with impunity, and only take any kind of action when someone like me files a complaint against them

Business

Response:

Dear Mr. [redacted],

Time Warner Cable has attempted to contact you at ###-###-#### 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 your concerns and are committed to providing quality customer service. When this does not happen, Time Warner Cable wants to correct the problem and address all areas of opportunity.

If you are still in need of assistance, please contact me at ###-###-####.

I look forward to assisting you.

Consumer

Response:

I am rejecting this response because:

After filing my initial complaint, I received one (1) phonecall from Ms. [redacted] of TimeWarner Client Relations that I unavailable to take. Ms. [redacted] left a message to return her call at ###-###-####. Since then, I have tried to reach her at that number dozens of times. I have literally called that number more than 30 times over the course of more than a week. All of my calls were answered by an automated voice mail service informing me that Ms. [redacted] was unavailable to take my call,, and on all but one of those calls, a second automated service informed me that Ms. [redacted]'s voicemail was full and could not accept any additional messages. On my final call I was able to leave a message, and did so. I have not heard back from Ms. [redacted]. To suggest that TimeWarner has made any serious attempt resolve my complaint is ridiculous, and TimeWarner's protocol for contacting consumers to resolve a complaint they have taken the time to communicate through the Revdex.com - one single, solitary phonecall with no ability to reach the caller or leave a return message - is, frankly, a joke. And, to add insult to injury, I am still receiving the emails that were the subject of my initial complaint (I received the most recent one on 10/18 and, before that, on 10/11, 10/10, and 10/04).

Translate

Desired Settlement

. As I very plainly request, I would like for TimeWarner to (1) stop sending me any emails; and (2) compensate me for my time in following up on my ridiculously simple request to be removed from their email lists - an amount of time that is now increasing due to their inexcusable incompetence in addressing my initial complaint. I am happy to speak to anyone from TimeWarer who makes a reasonable attempt to communicate with me - and one phonecall without the ability to get in touch with anyone on return, does not constitute a reasonable attempt - however, I really do not need to speak to anyone. TimeWarner can just remove me from their email list, and send me a check for the very reasonable amount I requested to compensate me for my time. If TimeWarner is fails to address my complaint this time, I will not file a third complaint with the Revdex.com. My third complaint will be "filed" by email blast to every journalist and news outlet in the Tri-State area for which I can find contact information, as well as on social media.

Desired Settlement: A Letter

Regards,

Business

Response:

On 10/22 Spoke Mr. [redacted] concerning his issue and confirmed email not on account. Also, provided so tips on how using unscribscribe option and allow at least 30 days for system to be updated. Agency Response Team considers this matter closed. Sincerely, Ms [redacted].

Review: I had terminated my cable service contract on 4/30/13. My discussion with a TimeWarner representative involved asking for a service disconnect on the above date, as well as a response to whether I would be charged past the disconnect date if I returned my cable equipment at a later point after the disconnect date. The representative responded that the account would not be closed until the cable equipments were returned, but billing would stop at 4/30/13 since I was disconnecting the service. I returned the cable equipment on 6/8/13 to their location and over the last fews weeks I have been told by multiple representatives including 1 manager that my service is being disconnected as of 6/8/13 and not 4/30/13. I have paid time warner for service until mid of May and I am entitled a credit for roughly $35. Instead of giving me a credit on my account, they have generated a bill of $34.79 based on service until 6/8 which is incorrect.Desired Settlement: I would like my service to be disconnected as promised by them as of 4/30/13 and a credit issued to be by check, for the overpayment I have made to them.

Business

Response:

Spoke with Mr. [redacted] concerning final bill and informed refund totaling $27.30 will be sent to address provided. Mr. [redacted] has my contact information in case any future issues arise related to this case. Sincerely, Ms. [redacted]

Review: I began service with Time Warner cable for internet service in July. I signed up over a chat. I initially paid 42.98 for the first month and 34.94 for installation. I was told the 42.98 would go tow my first bill. Never was I told I would have a deposit. My first bill I had a charge of 50.00 for a deposit. I disputed this with representatives a few times, finally my dispute went to the escalation team. The representative there, Benjamin, informed me quote "I have verified our policy on the deposit charge. We cannot refund that charge prematurely, it is still a requirement despite what our sales representative had advised. The charge will be refunded either after 2 years of active service or after service is disconnected, whichever is sooner" I do have a chat transcript of this conversation. I have also complained of the service being terrible, twice and both times I have been told, "the signal is showing good here, so you have to call a national tech support" Which I did and never got to speak to anyone due to a 30 minute hold! My main issue is that I never was notified of a 50.00 deposit, I never agreed to one, and I was never advised of the policy until the conversation noted with Benjamin. He even acknowledges having no record of me agreeing to pay a deposit when Time Warner pulled the chat transcript from the day I signed up. I do not feel I should have to pay for this deposit of 50.00 because I was never notified of this cost, and I never agreed to it.Desired Settlement: To have the 50.00 deposit removed from my bill.

Business

Response:

The case has been forwarded to the local division for assistance.

Consumer

Response:

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

Review: I moved from NYC to San Francisco in May 2013. I physically returned my cable equipment and closed my account on Monday July 29th 2013 which was also the day that my lease ended on this apartment. I received a call on August 21st 2013 stating that someone was attempting to open an account at the residence that I previously resided at and they needed my confirmation to close the account. I informed this person that I had already closed the account on July 29th and had returned the items. They informed me that they saw the items returned, but did not see the account closed. They proceeded to close the account and stated that it should be all cleared up as of July 29th.

I received a phone call and letter stating that Time Warner Cable was putting me into a credit claim for $73.21 which is the sum of service from July 29th to August 21st. I have informed them that this was not possible. They responded by stating that they did not receive my equipment until August 29th...which would be quite an epic fete given I was 3000 miles across the country on that day. They then informed me that I would need to procure a receipt to prove that I did, in fact, return the items on the 29th of July.

So...somehow I am supposed to find the receipt after moving 3000 miles across the country...or accept them claiming me for the $73.21.Desired Settlement: I want this removed from my account and I want collection to stop.

Business

Response:

The account has been good will credited $73.21 leaving zero balance and customer has been contacted. Agency Response Team

Consumer

Response:

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

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

Regards,

Review: Currently, I'm a Time Warner Cable subscriber. I pay for the "ultimate" Internet service advertised at 100 megabytes per second Internet speed. In my five months of paying for this service I have never surpassed 50 mb/s. When contacting their support, I've been told that what ultimate actually means is 50-100mbps. In calling again and again, I've had others tell me 80-100mbps is acceptable and I am not receiving my due internet. The price difference between my internet and the lower speed is substantial. I've had two technicians come to the house. The second technician had told me that the wrong modem was installed. He installed "the right" modem. This correct modem had no effect, and TWC would not refund me for the months of having the wrong modem installed- even though it was their tech who installed this in the first place. At this point my internet has started to go out nightly, and calls to the tech center only say that there is a service outage in my area. This has gone on for a month now. As a consumer my hands are tied- no other provider offers Internet service in my area. Not only is this a monopoly, but the advertised services are never fulfilled and I am continually led in circles and my concerns are left unanswered. Please do something.Desired Settlement: I would like my service to be fixed to perform AS ADVERTISED. I would like to be refunded for the past five months , and I would like a formal apology. Absolute best case scenario? I would like this company brought to it's knees and exposed for the crooks and liars they are.

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Description: TELEVISION-CABLE, CATV & SATELLITE

Address: 1525 Marie Drive, Hopkinsville, Kentucky, United States, 42240-4903

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cabletelevisionbundles.s9.com

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