Time Warner Cable

Review: I have been a costumer with Timewarner cable for a few years. I honestly don't understand their billing procedures. never have I received two consecutive bills for the same exact service. I called a few months ago requesting to change to a better /lowe plan. They said I qualified for the same exact services I currently have for 34 less. I agreed to this not understanding why I was already being charged the extra amount for the same service. every month since my bill had been increasing by a few bucks every months to the point where im back paying 189.00 this month for THE SAME SERVICE. Cable and internet. Now when you call to make changes to your plan they make you wait an eternity and honesty who has the time to be calling every month for the same issueDesired Settlement: consistent billing and to be notified of any changes being made to my plan.

Business

Response:

Monthly fees before taxes total $172.48, customer is simply not paying their balance due in full. When a balance is not paid it is then carried over to the next bill. Bills will remain confusing until customer pays in full.

Review: I signed up and had Time Warner Cable installed on May 20th, 2013. Throughout the internet and cable would constantly freeze. Time Warner Cable offers a 30 day Money Back Guarantee. I paid $157.35 for installation and the first months bill. I called Time Warner Cable on the 30th day and cancelled as we continued to have service issues. Time Warner Cable is refusing to refund the $157.35 per their 30 day money back guarantee. They are saying I did not meet the 30 day cutoff.Desired Settlement: A refund of $157.35 is required

Business

Response:

Spoke with [redacted] today concerning 30 day money back guarantee. [redacted] accepted refund total of $161.31 and informed could take up to 6 weeks. Also, gave him my contact information should any further issue arise related to this case. Sincerely, Linda Costanzo

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: My cable was turned off last week with no notification - so I signed onto the site to see why. I had just paid more than I needed to. And I saw I owed $155 + due 'immediately'. Considering I had just paid $200 I thought it was odd - but I paid immediately online to get my cable turned back on. It also said I had new charges of $129 due on Oct 5. I couldn't quite understand. I owed $58, said I made a $200 payment, then owed $155 immediately, with another $129 due on Oct 5.

Does that make sense?

So now I got a bill in the mail which says I only owe $58 due on Oct 5. and doesn't include the $155 I just paid, only the $200 ??????

So I signed back into my account, and it says I owe $129 on Oct - sound fraudulent to you? Sure does to me.

I'd like my $155 back less the $58 I owe and since the $129 came out of no where I'd like that off my 'due in 5 days' record - as they'll likely turn off my cable without notification.

I will be canceling my account and going back to RCN. . this is complete fraud but I want my money back.Desired Settlement: $155 I just paid less the $58 I owe for Oct 5 and I want the due $129 off my record

Business

Response:

Per TWC's BANKING SERVICES Department - RETURNED EFT(#[redacted])/ CHECK DATE (9/12 )|AMOUNT $200.00 /DUE TO (STOP PYMT ) + $20 RETURN CHECK FEE. PAYMENT MUST BE MADE IN CASH, MONEY ORDER OR CREDIT CARD ONLY. No errors or overcharges on the part of TWC.

Review: [redacted]In October of 2013, I purchased an internet plan from Time Warner, for my apartment. I got the "Basic Internet" service, and the leased modem that accompanied it. My monthly rate has since been ~$36 a month (~$30 for the internet, ~$6 for the modem). These prices are still advertised on their website: [redacted]new_services

Today (9/22/2014), I received a letter from Time Warner, stating that my promotional period had ended. It said my bill was set to go up to the "normal" price of ~$55 next month. However, it then went on to offer a special bonus promotion, whereby my bill would only go up to ~$45 next month. This new promotion is set to take effect immediately, no action required.

Nowhere in my original registration process had it stated that I was participating in a promotional offer, and I have not received any other notification about my being in a promotional offer. Furthermore, on their website, it still lists the price as $36 for the services I have, with no mention of a promotional deal. Time Warner is attempting to artificially raise my prices.Desired Settlement: At a minimum, I expect my billing rate to remain the same as it has always been and continues to be advertised, at ~$36.

Moreover, I want one of two things to happen:

Cable companies such as Time Warner be re-classified as utilities by the[redacted], and subjected to new regulations to prevent this sort of thing from happening. The[redacted]-Time Warner merger should also NOT be approved.

OR

I want my service automatically upgraded to the next tier ("Standard Internet") at no additional charge, service, or otherwise disturbance.

Business

Response:

The case has been directed to the proper system for handling. Update is pending.

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: Around May 20th I spoke with a Time Warner Cable sales representative over the phone, upon sign up I was told I would receive the following: 1 free month of service, 3 free movie channels for 3 months, two FREE basic cable boxes and 1 DVR box (which I would be billed for monthly) and a internet modem, a free installation, and the ability to cancel my service at any point during the 30 days without any charges. The rep also told me my monthly bill would be 161.62. On installation day the technician was 5 hrs late and only had an order for 1 DVR box and a modem, after calls to TWC and his contractor the issue was resolved and all three cable boxes were installed along with the modem. the 3 free movie channels I was promised did not work, so I made another call that day to TWC, the issue was corrected and I was told I would get the 3 channels free for 3 months. Two weeks after installation I was billed over $200 for installation charges, all three boxes and internet and phone service. I made a call to TWC and spoke to [redacted] (employee #[redacted]) who told me that the promises I was made during sign up would be kept. She said she would make notes on the account and that the account would be updated. A week and a half later I received an email stating that the bill was still over $200, Once again I called TWC and this time I spoke to [redacted] (employee #[redacted]) who reassured me that I would get everything I was promised by the rep who signed me up and that the account would be updated and he was sending out a new bill of 161.62 but I wouldn't have to pay anything until July. Today (June 26 2014) I made a call to TWC and was told my bill was $400+ I spoke to a rep and she said they did not offer a free month of service, and that the free movie channel promotion ended before my sign up. She told me I was stuck with the bill of $400+ and that the reps I had spoken to did not make notes except [redacted] who noted that the charges were valid (despite what she told me on phone).Desired Settlement: I strongly believe I was lied to and would like everything I was promised at sign up because those benefits are what made me sign up for TWC cable. I want the first month of my service free, 3 free movie channels free for 3 months, I don't want to be charged for installation and the two basic cable boxes are free. My bill in july should be 161.62 as promised.

Review: When I signed up for service TWC had signed me up for auto pay without my knowledge when I discovered it I called in October to have it removed. Once again in November it was back and went online and tried to remove since I have lost confidence in TWC's customer service got a confirmation it had been removed, but yet again it was back again in December. Finally got it removed in December as it didn't show on January. I have 2 (30.00) charges due to the autopay as the card was never authorized nor was suppose to be used for any bill payments. I've called their customer service about this and they were very rude and wouldn't even listen to my complaint and acted like they didn't care. TWC had my phone number, email, and address, but not one time did they attempt to contact me about the issue.Desired Settlement: I am requesting a bill adjustment in the amount of $60.00 and other taxes as well. I feel had TWC taken care of this the first time then I wouldn't have had the charges to begin with.

Review: My Time Warner Cable service has been "rolling/spotty" DSL internet service for nearly 3 weeks.

Frequent and elongated delays in service hinder two at home businesses.

Since about July 20th I have been in constant contact with the service provider who has provided no solutions to the service with has involved 3-4 different technicians have arrived on my premisses to examine and attempt to resolve the problem with no luck—including the replacement of equipment (modem) 3 times and new service lines from the apartment, directly, to the roof connections.

Customer service has been evasive with a continual, "We apologize for the inconvenience." I have direct lines to "customer care" who can provide no information. In fact, my first service call with a customer care provider, the provider blatantly lied to me about my service stating that the "issue in the area has been resolved," when in fact the day prior another service care provider explicitly told me the area outage was effecting TV/Cable lines, not DSL internet.Desired Settlement: SOME credit has been restored for the outage but has rendered my roommates business and my business useless until service is restored.

I am looking not only for a full credit from July 20th until the issue is resolved but also a credit for at least three months worth of Complimentary Service for the lost in business, time, wireless phone bill charges (I have to use my wireless cell phone for a proper internet connection.)

Business

Response:

TWC cannot issue three month's credit, based on the merits of this case.

Review: To make a very long story short. I delta with [redacted] who is affiliated with your business. The first day I called them I was on the phone with them for 8 hours. They had taken all of my information and credit card info. than signed me up for the wrong service 3 times. They kept saying they would call me back in 10 mins to see what the problem was and never did so I would have to call back each time going through the same process of verifying my account and trying just to sign up and have DSL installed!! After finally getting my order situated the rescheduled my installation date 3 times with no warning or explanation! I had to call them and ask what happend. Each time they said my confirmation number was wrong or changed. With no explanation. Each day I had to take off work. Finally I had got the automated voice calling to say when someone would be there. I had a doctor's apointment an hour and a half before the earliest time time warner cable was supposed to show up. When I arrived at my doctors apaointment I get a call from the dsl guy saying hi I'm here where are you and oh you have to call this number and give them $93. I was absolutely furious. I had specifically asked if there were any charged the day of installment and three times the customer service rep said no. Like are you freaking kidding me! So I missed three full days of work and a doctors apologize that I had to pay for and was out another $93 just to do business with you guys.Desired Settlement: Since I lost out on three days of work and still had to pay for a doctors appointment that I did not fully attend I absolutely think that I should get some sort of compensation towards my bill for wasting so much time and money for a product. If this business knew how to run itself correctly than I would not have had so many upsets in my life over ordering a service from them.

Business

Response:

12/8/1512:22pm - I left a message on the answering machine in response to Revdex.com complaint. A contact email was sent ([redacted]).

Review: I have tried for 2 months to get reimbursed for a set top box that I have been charged for since October 2011. They keep telling me that I have to turn the box in but I have never received the box. Then they said that they would have to run a check on the serial number and I haven't heard back from them. I have also called to have my service disconnected and they hung up on me. So now I haven't paid my bill for the last 2 bills because I can't get any response from them. I want reimbursed for the cable box that I never had installed at my house.Desired Settlement: I would like to be reimbursed for the set top box that they have been charging me for since October 2011. They have charged me $8.50 per month since October 2011 and didn't see that the charge was on there until August 2014.

Review: On 1/14/14 I had my service changed because it was to high, I am 72 and on a fixed income. The man I spoke to changed the package lower it to 45.51 including tax. He also gave me a credit saying I would see it on my next bill. Feb. bill was adjusted to 32.17. and March's bill was 45.51. In April the bill was 52.51 so I called and talk to Tanya ID#[redacted]. I tried over & over the increase of the bill and she talked over every time saying the promotion was over. I was on the phone with her for 52minutes & 49 seconds. I finally told to send me the adjusted bill for the price promise of 45.51 I will pay it and move on or get another service. I have written TWC Cable Corporate office, the Dept. of Commerce and TWC Cable, emailed the Corporate office of the President of TWC at [redacted]) and no one has helped me. I have all the corresponds I have received from them and will faxed it to you if neededDesired Settlement: I would like to pay the agreed amount of $45.51 and move on.

Review: I received a mailed promotional offer from Time Warner for internet, phone, and cable TV service. On the same mailer is an offer to receive a free [redacted] Series 2-in-1. There are no other offers, deals, rewards, or pricing on this promotional material. There are no words or text between the only plan offered on the ad and the [redacted] reward. I read the two long paragraphs of very fine print at the bottom of this ad, and nothing inside this small print offered any indication that we would not be eligible for the free [redacted] computer promotion. I then called TWC and spoke with a customer service representative (CSR) that confirmed that by switching from [redacted] to Time Warner Cable and signing up for the TriplePlay plan promoted on the ad we received in the mail, we would be eligible for the free [redacted] promotion. In her words we would "definitely get it." All I needed to do was to set up a time to have the new service installed and to alert [redacted] of cancellation. I completed both these tasks and duly waited the two weeks following installation of our new services to receive our promised redemption code. When this code failed to appear I called TWC and spoke with a second and third CSR. I was told that everything was fine, we were eligible, I just needed to wait 30 days instead of 2 weeks for my redemption code. After waiting 30 days and still failing to receive a redemption code I called TWC again. It was only after this third call that I was told that we would in fact NOT be eligible for the free [redacted] promotion because our selected package failed to qualify for the promotion. This was the first time this issue had ever been mentioned to me. After speaking with two further CSR's further up the line I was offered a single free month (approx. $50) as compensation for the promised [redacted] 2 in 1 (a computer that retails for over $300). I accepted this free month in the interim while my case was emailed further up the managerial chain to be reviewed. At this time I suggested that Time Warner alter their misleading promotional material since the trained CSR's for their company were either intentionally or mistakenly misleading customers to make the switch to their company based a on a false promise. At the time I entered into the verbal (subsequently written, paid 2 months in full so far) contract with TWC, I did so under the deceit that if I upheld my end of the bargain (met the installers at the designated time, provided proof of switching from [redacted] to TWC, remained a customer in good standing) I would receive the goods and services offered to me at the time of that contract. However, Time Warner is now failing to uphold their side. The fine print failed to disclose important information that would dispel the deceptive misrepresentation in the print ad I received in the mail. Even seeking out specific, additional information from a certified representative of that company failed to uncover this information. I feel that I have exceeded my responsibility as a reasonable consumer. After I received an identical, second advertisement in the mail today I felt that Time Warner was acting against consumer's best interests. They knew that their ad was misleading and yet were continuing to send that same ad to customers. I made another call to them today in order to reiterate this poor choice and to make sure I had done all I could to resolve this issue with them before taking my case outside their company. They refused to make any other amends.Desired Settlement: To receive the promise promotional product ([redacted] Series 2-in-1). Supposedly this is impossible for Time Warner because this reward is offered through a third party redemption company. In lieu of the promotional product additional months of credit toward our account would be accepted in order to receive compensation that is closer to the purchase price of the promised product.

Pay attention when Time Warner calls you! I got a call from Time Warner asking about my service and to see if they could improve my service. I only have home internet, have the cheapest service I can without having slow internet. I know exactly what I have and am not interested in anything different. They guy asked me some questions and then he said he thought he knew something better. I said "okay, offer." His response was "Let me go ahead and change your service adding a phone line ..." I said "rephrase that." He went what? I said "Rephrase your statement. I said 'offer', that is tell me what your offer is. I did not tell you to go ahead and change my service. Also, why would I want a second phone in my home for international calls when I already said I don't do international calls?" ..... Please note, had I not been paying attention he would have switched my service. Pay close attention to what they say over the phone.

Review: Commercial one states you should not have to buy more than what you need, but I have had to purchase bundles which include services I do not want or need so that I can get the lowest price possible.

Commercial two states that you can get quality low price internet for the low cost of 14.99. When I called about this, as this is the only service I want, they told me that that service in for very limited use of the internet, even though the commercial does not say that.Desired Settlement: I want what the commercials proclaim. I want good internet only, for a low price. I want to have a company be honest about the services. I want to only have what I need or want, not extras.

Consumer

Response:

That is where the advertisements play from from the web site

Review: My problem started in August with this company. At that time, I used their home phone, internet, and cable tv services. In early August, I called and requested my home phone service be terminated. I was basically told "I can give you a better package deal, but we are not going to remove the phone service" That took me nearly to the end of September to resolve. Then I made a post dated payment of $150, they "tried collecting" it on the 12th of October. Had they "tried" to collect it, my bank would have issued the money, as there was more than enough in my acct to cover the $150. They gave no phone, no mail to inform me the payment did not go through. A man knocked on my door, demanding I give him the money for the payment. HE WAS CARRYING NO TIME WARNER CABLE ID!!! There was NO WAY I was giving this man ANY MONEY, especially in today's society. They have since shut off all my services, and now I "magically" have to pay $90 MORE to restore service. I have spent HOURS on the phone with these people. It has gotten to the point that when I enter the account phone number into their system, it automatically boots my call from the system, hanging up on me. I have had SUPERVISORS scream at me, I have had numerous people hang up on me. They told me once their techs are trained to not "take no for an answer" and try to insist the person keep all current services, UNLESS they are adding to their services. Another tech told me last night the payment that was due on the 12th of October was more their fault than my own. I am SO FRUSTRATED of crappy service, HIGH HIGH Bills and getting screamed at by this company. I tried making the full payment (including the $90 more, total $245.91) in a post-dated payment and they REFUSED! Why? Because they screwed up my first post dated payment and it was rejected! That was NOT MY FAULT, the money was in the bank, it WOULD have went had they requested it from my bank!Desired Settlement: I would like a full apology for the STRESS they have caused me since August. I would like the payment I tried to make last night IN FULL accepted, and I would like my service restored!!!

Review: Time Warner had an Internet special for $99.99. I ordered it over the phone. By the time I received my bill, the monthly charge had risen to $106.82. They also added $2.16 for voicemail, which I do not want.Desired Settlement: Instead of $106.82 per month, I would like to pay $99.99. Instead of $2.16 per month, I would like my voicemail cancelled if that is possible. This should be retroactive to September 19th when my service started.

Review: Time Warner Cable has repeatedly taken to delivering sub-par services to my home. While the service paid for is for 15 mbps of internet connectivity, and states that 10 mbps is normal, the service to my house is frequently slower than 5 mbps, and today, a speed test showed a .53 mbps connection. That is simply not acceptable. Repeated complaints to the Technical Support department simply result in termination of the call or chat session, without the issue being resolved. I have seen that internet speeds will pick up for about a day after a complaint, but they always drop right back off to 5 mbps or lower. In short, while the service paid for is for 10-15 mpbs of internet connectivity, we receive .5-5 mbps of internet speed. Not to mention the repeated termination of connection between our homes modem, which is the hub of connectivity, to the cable service, rendering our home phone, internet, and by extent our cell phones inoperable.Desired Settlement: I would like for Time Warner Cable to do one of two things, either repair the services to our home, resulting in the actual receipt and continued receipt of services paid for, or for the contract to be terminated and the funds paid for the service to be refunded from the entire time the services paid for were not received i.e. the entire length of time that Time Warner Cable has been paid to deliver home phone, cable television, and high-speed internet to this address.

Review: I have tried multiple times to fix an issue regarding my owing TWC $375 for two pieces of unreturned merchandise equipment. Each time I contact TWC they tell me the issue has been taken care of and I will no longer be contacted by collection agencies about the problem, yet here I am seven months after I returned the merchandise, still receiving calls and letters in the mail claiming I never returned the merchandise. I have a receipt from the exact day and location with my account information on it as well as the serial numbers of the merchandise I returned and yet I'm still having issues getting them to take care of the situation. Unfortunately I no longer live in an area where TWC is located so I can't take care of the problem in person. I have been misdirected and lied to on the phone by multiple TWC representatives. Each time I talk to a person they tell me something different or transfer me to a person who cannot help me. I have spent over 3 hours on the phone with probably a total of at least 15 different (if not more) representatives in the last 7 months and I've had enough. This is now effecting my credit score and it needs to be handled immediately.Desired Settlement: I need them to clear my account issues with the collection agencies, considering I actually did return the merchandise and I need my credit score to return to what it was before I began having these issues with TWC. I do not owe TWC money nor merchandise and I no longer want to be associated with them or receive calls and letters from collection agencies claiming I do.

Consumer

Response:

The account with Time Warner Cable was at [redacted] NY [redacted]. I returned the merchandise at the [redacted] NY location.

Review: I was told that payments were not showing on the account and was told to have bank fax papers to fix the billing issue so I did had bank and time warner on a 3 way call to verify before the information was faxed to verrify thats were it was going and now they say they never got the information and they are saying there is nothing they can do spent hours on the phone and kept getting told there is nothing they can do and they kept transferringDesired Settlement: I want the amounts to be creddited to my Account the payment of 105.00 for nov they payment of 105.24 for dec and the payment of 104.25 for january

Review: Time Warner Cable cannot provide an accurate billing amount. When we moved to our new address, TWC was supposed to come out on Tuesday July 8th to turn on our cable, internet and home phone services. We had a quick connect shipment for the phone and modem. When the technician came out he never came to the door to make sure that the services were on and working properly, and had only turned on internet, which we were unaware it was on. I called Wednesday morning to get technical support as our systems did not work, internet did not work either as it was not connected directly to the outside line. We were informed that a technician would come out on Friday to resolve the issue. The technician came out, discovered that the services were not turned on properly and advised we would not be charged for the service call as this was their issue, not something we did wrong. I have spent numerous phone calls to TWC in reference to this issue, gotten a run around, and multiple answers. When I log on to TWC.com to pay my bill it shows that I have a $0 balance even though customer service states my balance is $215. It has been several days & they still have not updated the computer to match the bill. I am dissatisfied with them as a provider, their tech support is lacking overall, customer service is NOT knowledgeable and refuses to let the customer speak with a supervisor. It is difficult to pay a bill in full when you are given 3 different amounts to pay.Desired Settlement: I would like to see Time Warner Cable held accountable to resolve the discrepancies shown in billing information given on the automated service, internet account information page, and customer service billing information to all reflect the correct balance due. I would like their customer support to actually be knowledgeable with answering questions and to connect the customer to a supervisor when requested.

Review: Due to unethical pricing changes, I elected to cancel my internet service with this company. When doing this, I was requested to return the modem provided with the service. I asked when do I need to do this by and was told no specific date or timeline. I then recieved a bill for the last month of service (price did not reflect the agreement we had, hence me cancelling the service) plus the cost of the modem. After going to the business which had lines out the door and down the block, I informed them that they could pick the modem up where they delivered it. Just a few weeks after receving the original bill, I received a bill on this matter from a collection service. I contacted the collection service and explained to them that I never recieved a final bill and that I would gladly pay it if Time Warner would send me one. Shortly after this, I noticed a Time Warner vehicle outside of my house and I promptly returned the modem to them. This was well over a month ago and I still have not yet recieved an updated bill (from Time Warner or from the collection agency) although I do still get harassing phone calls from the collection agency. In summary, my account was sent to a collection agency within weeks of recieving a bill that contained charges for a piece of equipment that I was given no timeline on when to return it by nor was I given adequate time/notice to resolve the bill prior to it being sent to collections and I do not have an accurate bill to pay from Time Warner.Desired Settlement: I want an accurate bill directly from Time Warner Cable that I can pay in a timely manner to settle the account along with having them remove all traces of a delinquent account and record of collections from my credit report history.