Time Warner Cable

Review: There was a 100 dollars paid on a Time Warner Bill three weeks ago. I used the website to do so without the knowledge that there was my email linked to a previous account name under the same address, but was not my account. I didn't realize this until I paid already. I called customer service right away about the issue and was promised with a confirmation number that it would be transferred and credited to my own account in 3-5 business days. I let a week and a half go by before inquiring about it again because there was no 100 credited yet on the correct account. They said they will put it to higher authorities and gave me a ticket number and was promised this would be taken care of. Yesterday I inquired yet again, another week going by with no results. They stated that it will be credited and give it a day and I will be emailed once it is is credited, promising me that it will be. Today I contacted yet again after the day was over and I was told now that there is nothing that anyone can do to credit me the 100. I am on limited income and can't afford to give them another 100 for their mistake that they already promised me they would credit me. I feel like they just don't want to give me the proper money even though I have proof that I already paid the 100 dollars to Time Warner on my [redacted], and that it just went to the wrong account, again without it being my fault.Desired Settlement: I demand that I get the promised amount credited to the correct account that is under my name, and not [redacted]'s name. I also for my time spent and for my continuous hardship I am having with customer service on the phone and on the website, I also want either a free month of services or free HBO and Showtime Packages for a year! I believe this is poor customer service, especially when I am a full time college student for HR Management! I would be very upset at my team if they treated a customer like this and not solving anything that they promised.

Review: Closed account and paid final bill. They now say I owe over 200 dollars and it's in collections.

After paying my final bill, turning in my equipment, and closing my account in May of 2014, I received no further letters or bills. I then receive a phone call from collections saying I owe over 200 dollars and that my credit is being affected. I however received no email, phone call or letter about the issue from TWC. I've called twice to figure this out and I get hung up on. My credit is now being destroyed over money I know I don't owe.Desired Settlement: I wish for TWC to dismiss the wrong charges and to restore my credit.

Review: I have had to contact the Revdex.com before about this company over charging me and I was told it would be fixed, now I just got a call saying that I owe them 467 dollars from when I moved my services to my new address. However the women on the phone said that she cant see back further then when I moved and is telling me that all she knows is I have a back bill from sometime before January 2014. However I know that is false because when I called them to move my services they told me that I couldn't transfer my service until I had a 0 dollar account balance so I paid them early for the month that I owed them. this is getting ridiculous im tired of fighting with them. Every time I call I am told a different story about how there is a back bill and this is becoming too much. originally they said I owed them like 160 something now they are saying I owe them 467 and the women on the phone looked over my account and seen that I have paid every month. I really hope this is resolved or im going to leave this company like everyone else I knowDesired Settlement: I want my account brought to 0 dollars owed and to be able to basically start over so that I cant get a surprise in my bill saying I owe them an outrageous back bill that way I can just pay my bill every month as I have been and they cant say I owe them a back bill that they cant even provide an explanation as to the origin of this "past due amount ".

Consumer

Response:

Billing or Collection Issues - The company has failed to provide an explanation of charges

Complaint6 different customer service reps could not handle my complaint all all 6 refused to transfer me to a manager despite being demanded.We sign up for service with Time Warner Cable for a new residence. The initial phone call took an HOUR. Finally, we were quoted $76.02/month and assured that we would get a confirming email. The email never came. It took another 4 phone calls to get to someone ([redacted]) to say that the first customer service rep who took the call was a third party vendor and quoted the wrong price. He said that he would honor that price for the first year, and would send a confirmation by Sep 15 at the latest. On Sep 18, we called and asked 4 different Time Warner reps to speak to a manager. All of them refused and said they could help. But they could not assist. It took literarlly 1 hour and 13 minutes before the 4the rep, [redacted] transferred me to a manager.The service was just horrible.Desired Settlement1. A confirmation email that our service will be $76.02/month, which was promised twice and never delivered.2. A detailed letter of explanation of the policies from the VP Of Customer Service at Time Warner Cable of what customer service reps are supposed to do when the customer directly and repeatedly asks to speak to a manager?Do they pay their so called "customer service reps" a bonus if ignore a customer's request to speak to a manager? If not, what else could possibly explain the behavior of the 6 different customer care reps who REFUSED to let me speak to a manager?Business Response A TWC representative spoke to Mrs. [redacted] on September 22nd in regard to her complaint. She explained to her that unfortunately the package she has ordered would not be available at the $76.00 rate. She apologized on behalf of TWC and explained that she would be able to get the rate to $81.49 plus tax ($85.72) for 12 months but there was not a way to go any lower than this rate. She offered to waive the install fees of $29.99 and $19.99 for her as well as giving her a 1 month service credit. The customer has the representative's direct number if there are any other issues pertaining to this complaint. TWC apologizes for any inconvenience the miscommunication between TWC agents may have caused.

TWC area monopoly, as well as misleading information on having to purchase extended equipment.TWC is misleading concerning need for digital adapters, and customer services representatives could not properly inform me if I needed a digital adapter. After trying to install the digital adapter that I am now beginning to see I do not need anyway, I simply want to return the adapter even though I opened it with the impression I needed it. I just want to return opened adapter without any extra fees. The date for this issue is September 19, 2013. Also, after multiple complaints before finally getting a written contract, I had been tried to be overbilled on numerous occasions. They had set me up on a plan I did not request. I simply asked for basic television and slowest Internet speed. In trying to speak with a supervisor, after only trying to be upsold help from customer service, I was simply snubbed. This happened on numerous occasions, and didn't expect I would have to resort to this, so therefore I have no particular dates to provide. This happened on numerous occasions anyhow.Another issue I have with TWC is that I have realized that their customer service and billing departments are one and the same. Apparently, there is no separation of duties or departments. I personally find this suspect, particular when my bank account information is apparently opened to anyone in the company. I should think this type of information should be made more secure to only individuals qualified to have such information, for example, employees with degrees in accounting and finance.Finally, I also have a major complaint in that I am having to pay for a service which I should actually be able to get for free. After all, I am only interested in the most basic channels, which are still supposed to be provided free of charge. Unfortunately, the residence in which I reside does not get any kind of reception for any channels and the apartment complex only provides for Time Warner Cable (No dish or satellite allowed). Therefore, I must go through the seeming monopoly of Time Warner Cable for this area. I am on a very limited budget and considered below the poverty level for income. That is exactly why I have always requested their minimal offerings, and have to continuously reject their endless and their seemingly unscrupulous means for upselling, which is utterly persistent.I certainly do not want to go without television, because I do think it is important to follow the news, and, at least provides me with some form of entertainment. I simply, on this issue, ask that the upselling end, and the continuous price gouging for, say being charged for a digital adapter that I now learn that I may not need, as well as either having to pay a monthly fee for their Internet modem or buy my own, cease.Again, I have tried all means necessary, beginning with tact, to handle these issues with their representatives, with virtually no success. At least, not until I finally got a written contract form a retention representative. But that concerned the Internet only. Now it is resorting to the digital adapter and television in general. It is unfortunate that I have to pay for something that I am actually supposed to get for free, and that I can only get it through one questionably monopolistic company - Time Warner Cable.Desired SettlementAllow me to return the Digital Adapter, I now suspect I do not need but have opened, at no further charge or cost.Provide separate customer service departments and billing departments. Bank account information they have been provided should be made much more secure.Stop the confusion with my [redacted]. It is very simple - I only have requested the basic channels for television and the Lite Internet. I also have bought my own modem and should not be seeing a monthly charge for the modem they originally provided, but turned in after purchasing my own.End the monopolistic hold on this area, and simply provided me with the services I have requested, and not to be upsold on more services that I have already told TWC I cannot afford anyway. Also, I do not want to be financially gouged on anything more, especially if I don't request it or even really need it. I just would like to live peacefully and quietly with television and Internet access.Business Response Time Warner Cable ("TWC") has made several unsuccessful attempts to contact Mr. [redacted] to discuss his concerns. In addition, we sent Mr. [redacted] a letter via USPS mail asking that he call us and provided him with direct contact information. To date, we have not yet received a returned call.TWC regrets any inconvenience that Mr. [redacted] may have experienced. We have completed our investigation of this matter and are closing our file pending a return call from Mr. [redacted]. Please do not hesitate to contact me if you have any questions.Regards, [redacted] RegulatoryTime Warner Cable, Inc.XXXXX Sunrise Valley DriveHerndon, Va XXXXXFinal Consumer Response I made contact with a Customer Services Representative named Paul of Time Warner Cable on 10/12/13 at approximately 9:00PM, letting him know that I would like to have [redacted] e-mail me at either my yahoo e-mail address that this complaint has been made or my roadrunner.com e-mail address TWC has on file.Therefore, I have, at least, attempted to make contact with [redacted] of Time Warner Cable. I did not call the phone number listed on this complaint directly because I do not have a Long Distance phone carrier. (Of course, when the Customer Services Representative realized this, he tried to "upsell" me TWC's long distance services. Obviously, I declined for the same reasons I provided in this complaint). Also, I don't have a Long Distance carrier because of affordability and the lack of need to ever call anyone long distance.I state this because of what I read in the response from TWC, in order to keep this file open. Also, I still insist I have never received any form of communication from TWC regarding this complaint, although, as I stated in my complaint, TWC has had plenty of means and ways to have contacted me.Final Business Response Mr. [redacted]'s concerns have been addressed/resolved. TWC emailed Mr. [redacted] regarding his complaint. Mr. [redacted] confirmed that returned his digital terminal adapter that he no longer wanted. TWC issued a one month credit to his account as compensation for his time.

Account (#XXX-XXXXXXXXX-XXX) TWC stop providing service last month. I continue to receive bills. I want to pay my debt (not more) and cancel service. Last month, December 2014 I stopped receiving internet service. In November my debit card expired and my automatic payment didn't go through. I have no problem paying the $168.70 that I owe. I should not be obligated to pay the additional $73.98 since I haven't received services for the last month. I want to cancel my account. TWC will not help me resolve this issue unless I pay them $271.49. All I want to do is pay what I owe and cancel my services. I have spoken to several customer service reps who will not help me unless I pay more than I owe.Desired SettlementI want to pay the $168.70 that I owe and have the $73.98 that is incorrectly attributed to my account removed from my bill.Business Response Good Morning, I spoke to Mr. [redacted] in regard to his complaint. His account was credited for the time frame he states he was without service. A payment was also provide to bring his account balance to zero. A confirmation email was also sent to Mr. [redacted] as requested. Thankyou

TWC area monopoly, as well as misleading information on having to purchase extended equipment.TWC is misleading concerning need for digital adapters, and customer services representatives could not properly inform me if I needed a digital adapter. After trying to install the digital adapter that I am now beginning to see I do not need anyway, I simply want to return the adapter even though I opened it with the impression I needed it. I just want to return opened adapter without any extra fees. The date for this issue is September 19, 2013. Also, after multiple complaints before finally getting a written contract, I had been tried to be overbilled on numerous occasions. They had set me up on a plan I did not request. I simply asked for basic television and slowest Internet speed. In trying to speak with a supervisor, after only trying to be upsold help from customer service, I was simply snubbed. This happened on numerous occasions, and didn't expect I would have to resort to this, so therefore I have no particular dates to provide. This happened on numerous occasions anyhow.Another issue I have with TWC is that I have realized that their customer service and billing departments are one and the same. Apparently, there is no separation of duties or departments. I personally find this suspect, particular when my bank account information is apparently opened to anyone in the company. I should think this type of information should be made more secure to only individuals qualified to have such information, for example, employees with degrees in accounting and finance.Finally, I also have a major complaint in that I am having to pay for a service which I should actually be able to get for free. After all, I am only interested in the most basic channels, which are still supposed to be provided free of charge. Unfortunately, the residence in which I reside does not get any kind of reception for any channels and the apartment complex only provides for Time Warner Cable (No dish or satellite allowed). Therefore, I must go through the seeming monopoly of Time Warner Cable for this area. I am on a very limited budget and considered below the poverty level for income. That is exactly why I have always requested their minimal offerings, and have to continuously reject their endless and their seemingly unscrupulous means for upselling, which is utterly persistent.I certainly do not want to go without television, because I do think it is important to follow the news, and, at least provides me with some form of entertainment. I simply, on this issue, ask that the upselling end, and the continuous price gouging for, say being charged for a digital adapter that I now learn that I may not need, as well as either having to pay a monthly fee for their Internet modem or buy my own, cease.Again, I have tried all means necessary, beginning with tact, to handle these issues with their representatives, with virtually no success. At least, not until I finally got a written contract form a retention representative. But that concerned the Internet only. Now it is resorting to the digital adapter and television in general. It is unfortunate that I have to pay for something that I am actually supposed to get for free, and that I can only get it through one questionably monopolistic company - Time Warner Cable.Desired SettlementAllow me to return the Digital Adapter, I now suspect I do not need but have opened, at no further charge or cost.Provide separate customer service departments and billing departments. Bank account information they have been provided should be made much more secure.Stop the confusion with my [redacted]. It is very simple - I only have requested the basic channels for television and the Lite Internet. I also have bought my own modem and should not be seeing a monthly charge for the modem they originally provided, but turned in after purchasing my own.End the monopolistic hold on this area, and simply provided me with the services I have requested, and not to be upsold on more services that I have already told TWC I cannot afford anyway. Also, I do not want to be financially gouged on anything more, especially if I don't request it or even really need it. I just would like to live peacefully and quietly with television and Internet access.Business Response Time Warner Cable ("TWC") has made several unsuccessful attempts to contact Mr. [redacted] to discuss his concerns. In addition, we sent Mr. [redacted] a letter via USPS mail asking that he call us and provided him with direct contact information. To date, we have not yet received a returned call.TWC regrets any inconvenience that Mr. [redacted] may have experienced. We have completed our investigation of this matter and are closing our file pending a return call from Mr. [redacted]. Please do not hesitate to contact me if you have any questions.Regards, [redacted] RegulatoryTime Warner Cable, Inc.XXXXX Sunrise Valley DriveHerndon, Va XXXXXFinal Consumer Response I made contact with a Customer Services Representative named Paul of Time Warner Cable on 10/12/13 at approximately 9:00PM, letting him know that I would like to have [redacted] e-mail me at either my yahoo e-mail address that this complaint has been made or my roadrunner.com e-mail address TWC has on file.Therefore, I have, at least, attempted to make contact with [redacted] of Time Warner Cable. I did not call the phone number listed on this complaint directly because I do not have a Long Distance phone carrier. (Of course, when the Customer Services Representative realized this, he tried to "upsell" me TWC's long distance services. Obviously, I declined for the same reasons I provided in this complaint). Also, I don't have a Long Distance carrier because of affordability and the lack of need to ever call anyone long distance.I state this because of what I read in the response from TWC, in order to keep this file open. Also, I still insist I have never received any form of communication from TWC regarding this complaint, although, as I stated in my complaint, TWC has had plenty of means and ways to have contacted me.Final Business Response Mr. [redacted]'s concerns have been addressed/resolved. TWC emailed Mr. [redacted] regarding his complaint. Mr. [redacted] confirmed that returned his digital terminal adapter that he no longer wanted. TWC issued a one month credit to his account as compensation for his time.

A service technician damaged my vehicle and I was told I would be contacted by insurance but I haven't heard anything.On November 27, 2014 a Time Warner service technician was repairing a downed cable and his ladder fell on the trunk of my car. He gave me the number of his supervisor, [redacted] and said I would be contacted the next day. I wasn't, but I called Mr. [redacted] and left a message. Mr. [redacted] called me back and left me a message with a claim number, and said I would be contacted "early next week," which was the week of December 1st. It has now been 2 weeks and I have heard nothing. I have repeatedly called Mr. [redacted] and left messages but I haven't heard anything back. I have also attempted to contact various Time Warner Cable executive board members, but have also received no response.Desired SettlementI would really like someone to please return my calls so I can begin the process of getting my car repaired.Business Response I spoke to Ms. [redacted] in regard to her complaint. She stated she did receive insurance information and has contacted the insurance company. She states that the insurance check for the damages to her vehicle should be arriving this week. Thank you , [redacted] @ [redacted]

I retunred my equipment when I canceled my time warner service and should be getting a refund. I canceled my Time Warner service 6 weeks ago. When I brought the equipment to Time Warer they told me it would be 4-6 weeks to get a refund of $114 sent to me. I called today because I had not receievd a refund check. They stated that they can not send the refund check until someone actually disconnects the service from my house. They said that someone was supposed to be out three different times but [redacted] could not make it. They never told me this had to be done, nor did they tell me this had to be done to receive the refund. They just told me I had to bring my equipment back. Also, what frustrates me even more is they said that they will not grant a refund until their [redacted] completes the disconnect. [redacted] does not need to enter my house to do this. I asked "what if [redacted] can't make it out for the disconnect again?" to which the reply was "well then you will need to continue to wait until the disconnect is done" so I asked "what if the tech can't get it done for another year?" to which they replied "then you need to wait a year for your refund" I think this is outrageous. I should not have to wait for what needs to be done on THEIR end when I have already done what needs to be done on MY end (ie: returned all my equipment)Desired SettlementAll I want is my refund check mailed to me now. I shouldn't have to wait for the disconnect on their end. It's not like there has been a scheduling conflict on my end. This has been all Time Warner's problem. Business Response In response to the [redacted]' concerns, our review found that on 10/24/13 [redacted]' card was credited $114.95. [redacted] should have everything he was expecting for refund at this time and we are closing our file

We switched our service back to Time Warner Cable with the agreement that after three months of service we would receive a [redacted] gift card. After our first month of lousy service we called back and a different technician came to our house and said the first technician should not have used the existing cables, which explained our month of lousy service. I spoke with a representative who issued us a [redacted] credit. I paid the next [redacted] based on the [redacted] credit, then they switched the credit to a [redacted] credit, but didn't inform me, just billed me the next month that I was overdue by [redacted] which I promptly paid. Now, we are waiting for our gift card and I have called on three different occasions and they keep telling me that it is in review. I am tired of waiting since I have upheld my end of the contract.Product_Or_Service: Cable serviceAccount_Number: XXX-XXXXXXXXX-XXXDesired SettlementI am expecting to recieve my [redacted] gift card.Business Response Talked to [redacted] and offered to add her name to the exception list and that [redacted] have a [redacted] gift card processed and mailed out to her. [redacted] accepted this resolution and we can consider this issue closed.[redacted]Customer Care OperationsTime Warner Cable, SyracuseConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They [redacted] not make amends for their error. I upheld my end of the contact, and they [redacted] not honor theirs. I'm not satisfied and highly recommend future customers avoid Timd Warner Cable.

I have paid my bill and have a bill stating my next payment is not due until [redacted] A time warner field member came and took my equipmentToday time warner disconnected my service even though my bill is paid for acct number XXX-XXXXXXXXX-XXX withe the address [redacted] XXXXX. I paid [redacted] at the [redacted] office and [redacted] over the phone by debit. I went to the north [redacted] office and they sent me away to call a number XXXXXXXXXXX x XXXXXXX and speak with [redacted] She claims now the a past account was not paid and I have paid it. My service is only [redacted] monthly. They disconnected my service and want me to pay an additional [redacted] that I don't owe.Desired SettlementI would like my service restored and my account showing up to date. Remove the [redacted] that they are charging me that I have already paid.Business Response I spoke to Ms. [redacted] in regard to her complaint. I apologized on TWC for the miscommunication with her old account and the payment arrangement she agreed to. Mrs. [redacted] equipment was returned in 2012 she that was removed from her account crediting her back [redacted] of the [redacted] balance still owed. The balance was also credited in the amount of [redacted] to bring the old account to a zero balance. Her new account was corrected with basic and standard only until she upgrades her services and picks up new equipment at a TWC front counter. Ms. [redacted] has my direct number if she should have any further issues with this complaint. Thank you

Unfair billing practices, charging my credit card when they should not have done so.A couple of months ago I was late paying my bill, which was my fault. I was on auto-pay, and the credit card I had on file was maxed out at the time of my billing cycle. Before I had a chance to fix the problem, and in the middle of my billing cycle, Time Warner ran my card a second time, which was declined a second time. They charged me a second declined payment fee (the first I understand), and will no longer allow me to use auto-pay.Desired SettlementRefund the second charge, and allow me to return to auto-pay status.Business Response Our Banking Services department left a message on Mr. [redacted]'s phone in regard to his complaint. At this time he has not returned their call. However, they have removed the payment restriction from his account. Unfortunately they would not grant the reocurring option unless the account was at a zero balance. The customer should be all set at this time. Thank you[redacted], TWC-Escalations TeamConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)There is no message on my home or cell phone, and no record on either phone's call log of a call from Time Warner. That part of the response is simply untrue. There is nothing in this response about refunding the second returned payment fee. I am not in any way "all set."Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Account credited, recurring payments set up again, thanks Revdex.com.Final Business Response In regard to Mr.[redacted]'s account, I have spoken to our payment services group and they [redacted] allow Mr. [redacted] to go back on the re-curring method of payment option since his account is at a zero balance. I have reached out to Mr. [redacted] and left him a voice mail message to contact me directly to verify which credit card he would like to activate. Thank you

Time Warner refuses to install broadband internet service to my home.Time Warner cable refuses to install Broadband service to my home. 5 years ago I was given a quote by Time Warner to run broadband line from the road to my home but could not afford the rate at the time. Since then, I have ordered a survey on three separate occasions and Time Warner now refuses to complete an updated survey to serve my home. customer service said that my home is "unserviceable", although it was serviceable a short time ago. my home is located 800 feet from the nearest service pole. all other utility lines have been run without any issues. my neighbors have Time Warner service. I live in rural [redacted] in a federally recognized "Under served" area for broadband access. Time Warner has the option to serve but refuses to do so. I have contacted customer service several times but no one has offered me any assistance.Desired SettlementI need to be provided broadband service to my home.Business Response Good Morning, Mr. [redacted] was contacted by our Construction group in regard to his complaint. They explained to him about the footage that his house is away from our system and his options. Construction will resurvey his house and then send it to the design department to come up with a cost for him. Construction will work directly with Mr. [redacted] going forward. Thank you

A service technician damaged my vehicle and I was told I would be contacted by insurance but I haven't heard anything.On November 27, 2014 a Time Warner service technician was repairing a downed cable and his ladder fell on the trunk of my car. He gave me the number of his supervisor, [redacted] and said I would be contacted the next day. I wasn't, but I called Mr. [redacted] and left a message. Mr. [redacted] called me back and left me a message with a claim number, and said I would be contacted "early next week," which was the week of December 1st. It has now been 2 weeks and I have heard nothing. I have repeatedly called Mr. [redacted] and left messages but I haven't heard anything back. I have also attempted to contact various Time Warner Cable executive board members, but have also received no response.Desired SettlementI would really like someone to please return my calls so I can begin the process of getting my car repaired.Business Response I spoke to Ms. [redacted] in regard to her complaint. She stated she did receive insurance information and has contacted the insurance company. She states that the insurance check for the damages to her vehicle should be arriving this week. Thank you , [redacted] @ [redacted]

We switched our service back to Time Warner Cable with the agreement that after three months of service we would receive a [redacted] gift card. After our first month of lousy service we called back and a different technician came to our house and said the first technician should not have used the existing cables, which explained our month of lousy service. I spoke with a representative who issued us a [redacted] credit. I paid the next [redacted] based on the [redacted] credit, then they switched the credit to a [redacted] credit, but didn't inform me, just billed me the next month that I was overdue by [redacted] which I promptly paid. Now, we are waiting for our gift card and I have called on three different occasions and they keep telling me that it is in review. I am tired of waiting since I have upheld my end of the contract.Product_Or_Service: Cable serviceAccount_Number: XXX-XXXXXXXXX-XXXDesired SettlementI am expecting to recieve my [redacted] gift card.Business Response Talked to [redacted] and offered to add her name to the exception list and that [redacted] have a [redacted] gift card processed and mailed out to her. [redacted] accepted this resolution and we can consider this issue closed.[redacted]Customer Care OperationsTime Warner Cable, SyracuseConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They [redacted] not make amends for their error. I upheld my end of the contact, and they [redacted] not honor theirs. I'm not satisfied and highly recommend future customers avoid Timd Warner Cable.

Review: On Sunday, October 12th I had a TWC tech come to my home. As he was troubleshooting I overheard the man that the tech was speaking to on the phone say that I was being over charged. When I asked the tech for what and for how long, he told me that he did not know for how long, but that I was paying for a service that should have been free, but now my billing code was changed. On Monday, October 13th I went to the TWC office on Youngstown Warren Rd. I was waited on a person named [redacted]. [redacted] told me that I had a credit on this bill. I asked her what for and she told me that the tech changed my code. I asked her what the code was for and she told me billing. I asked her how long I had been over charged. She told me that I was not being over charged. I asked her what the credit was for? She told me that my code had been changed. I told her that if the code for billing had been changed and I got a credit how long was I being over billed for and why would the tech tell me that. [redacted] told me that the tech should not have told me that because I was not being over charged. Again I asked her what the credit was for and she could not answer me. I asked her to get me someone who could help me. She left the counter for a few minutes came back with a piece of paper and asked me for my phone number. She said that someone would call me. I have yet to receive a call.Desired Settlement: I want an explanation of why I was being over billed, for how long and a refund please.

Business

Response:

October 28, 2014

Debbie Rodgers

Revdex.com, Inc.

RE: Customer: [redacted]

Case ID: #[redacted]

Dear Ms. Rodgers:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding[redacted] complaint.

Upon receiving this complaint, [redacted] was contacted to discuss her billing concern. The account was reviewed and it was determined that an expired Wi-Fi code which drew a charge of $[redacted], rather than the new $[redacted] charge, was the reason for the discrepancy. Often times, there are promotions which bundle certain services to discount the pricing available and sometimes the coding of particular services are not able to be changed at that time because it may void out the special pricing of other services.

[redacted] also expressed concern with a Front Counter representative who she had dealt with previously. It was explained to [redacted] that the information provided regarding the representative would be investigated and escalated to senior leadership to provide coaching opportunities if necessary. We have credited the difference of the Wi-Fi charge for one year, which totaled $[redacted]

Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

Sincerely,

Time Warner Cable

Review: Time Warner Cable customer service has not resolved a billing error which began in December 2013. Time Warner accepted payment from my bank account for the bill due in Dec. 2013, then sent the payment back to the bank on De. 20, 2013. After speaking with customer service a couple of times in January 2014, I made a payment in January 2014 to bring my account up to zero balance ( to account for the Dec. 2013 error in billing). Between January 2014 billing statement thru to present, Time Warner has not credited my account for all payments and are stating that I still owe an overdue amount. On 5/10/14 I called Time Warner customer service due to my internet being turned off. I was informed that it was turned off due to the overdue amount they claim I owe. Customer service continued to state that there is an overdue amount on my account, despite receiving payments from me on 1/2/14, 2/1/14, 2/24/14, 3/24/14, 5/2/14, and a 50 percent payment ( [redacted]) to have internet turned on 5/10/14 (the other fifty percent is due on 5/20/14). As you can see by the number of payments I have made in calendar year 2014, my balance should be zero, aside from May 2014 bill which is due at the end of the month.Desired Settlement: I would like a billing adjustment to reflect all payments that have been made to my account, which brings my balance to zero, aside from the current month's bill due at end of month. Included in this adjustment, I would like the payment I made on 5/10/14 to have my internet turned back on to be credited to my next billing statement. I also do not want to be charged the other [redacted] on May 20th. , since my bill is not past due.

Business

Response:

May 13, 2014

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint.

Time Warner Cable has reviewed [redacted] account and we have found that she made a payment of $[redacted] on 12/2/13 that was for her billing cycle dates 11/8/13 – 12/07/13 which left her at a balance of $0. Her new billing cycle started on 12/8/13 and included her services through 1/7/14 and her bill was generated on 12/8/13 for $[redacted]. The payment that [redacted] made on 12/2/13 for $[redacted] was returned to Time Warner Cable on 12/20/13 and her account was assessed a $** returned check fee which brought her total balance to $[redacted]

[redacted] then made a payment on 1/2/14 for $[redacted] which left a remaining balance of $[redacted]. Her next billing cycle began on 1/8/14 that included her services for 1/8 – 2/7/14 and that statement included the remaining amount of $[redacted] + $7[redacted] late fee and her normal monthly service rate and totaled $[redacted]. Time Warner Cable credited [redacted] for the returned check fee on 1/21/14 and we received a payment for $[redacted] on 2/1/14 that left a remaining balance of $[redacted] and an additional late fee was assessed on 2/8/14.

Once again [redacted] new billing cycle started on 2/8/14 and included her services through 3/07/14 and her statement was generated in the amount of $[redacted] which included her previous balance of $[redacted] + $[redacted] late fee and her regular monthly service rate. TWC received a payment for $[redacted] on 2/24/14 and left a remaining balance of $[redacted] and [redacted] was assessed an additional late fee on 3/8/14. [redacted] next billing statement generated with the start of her next billing cycle on 3/8/14 for a total of $[redacted] and TWC received a payment for $[redacted] on 3/24/14 which left a remaining balance of $[redacted].

With the start of her 4/8/14 - 5/7/14 billing cycle [redacted] account was assessed an additional late fee of $7[redacted] and her billing was generated with a total amount due of $[redacted]. On 5/2/14 TWC received a payment of $[redacted] which left a remaining balance of $[redacted]. [redacted] current billing cycle started on 5/8/14 and is for her services through 6/7/14 and includes the remaining balance of $15[redacted]+$7[redacted] late fee and her normal monthly services totaling $295.26. We have received a payment for $78.96 on 5/12/14 and this left a remaining balance of $216.30 of which $78.96 is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14.

As you can see [redacted] has been paying approximately a billing cycle behind since her payment on 12/2/13 was returned and each month since she has been paying the minimum amount to avoid a service disconnection.

Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

Sincerely,

Time Warner Cable

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10046937, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have double paid February and will in May. Thus I am caught up and should have a zero balance with no late charges or return fees attached. I owe you 127.05 by May 28,2014 ; but not a penney more.

Regards,

Business

Response:

Time Warner Cable made an offer to resolve this complaint. The details are as follows:

Date that proposal was made: 5/14/2014 Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable has reviewed [redacted] account and we have found that while she did indeed make 2 payments in the month of February these payments were not made in the same billing cycle which is causing [redacted] to pay a month behind as explained in great detail our original response. We have received a partial payment for $[redacted] on 5/12/14 and this left a remaining balance of $[redacted] of which $[redacted] is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14. If [redacted] would like to bring her account to a $0 balance she would have to pay a total of $[redacted] before her current billing cycle ends which is 6/7/14. [redacted] is invited to visit one of our local sales and service centers if she is still unclear on the timing of her billing statements and the timing of her payments so that we may explain it to her with the visual aid of our billing system. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Promised completion date: 6/7/2014

In addition, the business provided the following additional comments:

Time Warner Cable has reviewed [redacted] account and we have found that while she did indeed make 2 payments in the month of February these payments were not made in the same billing cycle which is causing [redacted] to pay a month behind as explained in great detail our original response. We have received a partial payment for $[redacted] on 5/12/14 and this left a remaining balance of $[redacted] of which $[redacted] is past due and due immediately and the remaining amount of $[redacted] is due on her normal due date of 5/28/14. If [redacted] would like to bring her account to a $0 balance she would have to pay a total of $[redacted] before her current billing cycle ends which is 6/7/14. [redacted] is invited to visit one of our local sales and service centers if she is still unclear on the timing of her billing statements and the timing of her payments so that we may explain it to her with the visual aid of our billing system. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]. I disagree with this decision. I will have over paid if time warner collects more payments from me . If I am paying amonth behind as they say then I owe nothing more till May 28. These past due amounts of [redacted] are not correct. If they deduct another [redacted] from me then May s payment is already made. And I will owe nothing till June 28. Please adjust my account ASAP.

Regards,

Business

Response:

Time Warner Cable made an offer to resolve this complaint. The details are as follows:

Date that proposal was made: 5/16/2014 ):

Description of proposed resolution:

Time Warner Cable stands behind its previous responses. Promised completion date: 6/7/2014

I have paid my bill and have a bill stating my next payment is not due until [redacted] A time warner field member came and took my equipmentToday time warner disconnected my service even though my bill is paid for acct number XXX-XXXXXXXXX-XXX withe the address [redacted] XXXXX. I paid [redacted] at the [redacted] office and [redacted] over the phone by debit. I went to the north [redacted] office and they sent me away to call a number XXXXXXXXXXX x XXXXXXX and speak with [redacted] She claims now the a past account was not paid and I have paid it. My service is only [redacted] monthly. They disconnected my service and want me to pay an additional [redacted] that I don't owe.Desired SettlementI would like my service restored and my account showing up to date. Remove the [redacted] that they are charging me that I have already paid.Business Response I spoke to Ms. [redacted] in regard to her complaint. I apologized on TWC for the miscommunication with her old account and the payment arrangement she agreed to. Mrs. [redacted] equipment was returned in 2012 she that was removed from her account crediting her back [redacted] of the [redacted] balance still owed. The balance was also credited in the amount of [redacted] to bring the old account to a zero balance. Her new account was corrected with basic and standard only until she upgrades her services and picks up new equipment at a TWC front counter. Ms. [redacted] has my direct number if she should have any further issues with this complaint. Thank you

Time Warner refuses to install broadband internet service to my home.Time Warner cable refuses to install Broadband service to my home. 5 years ago I was given a quote by Time Warner to run broadband line from the road to my home but could not afford the rate at the time. Since then, I have ordered a survey on three separate occasions and Time Warner now refuses to complete an updated survey to serve my home. customer service said that my home is "unserviceable", although it was serviceable a short time ago. my home is located 800 feet from the nearest service pole. all other utility lines have been run without any issues. my neighbors have Time Warner service. I live in rural [redacted] in a federally recognized "Under served" area for broadband access. Time Warner has the option to serve but refuses to do so. I have contacted customer service several times but no one has offered me any assistance.Desired SettlementI need to be provided broadband service to my home.Business Response Good Morning, Mr. [redacted] was contacted by our Construction group in regard to his complaint. They explained to him about the footage that his house is away from our system and his options. Construction will resurvey his house and then send it to the design department to come up with a cost for him. Construction will work directly with Mr. [redacted] going forward. Thank you

Review: Once again, I am experiencing problems with cable service provided by Time Warner. On Wednesday, after a day of a reduced-size picture on my high-def channels, I attempted to call T-W to report the problem. After wading through the interminable choices on their voicemail, I received a busy signal each time I tried to call a representative. Frustrated, I searched on-line and connected to their internet chat rep. I was told that my high-def problem must be a faulty DVR box. The rep offered to set up a technician visit which I felt would have prolonged resolving the problem. I asked if I could take the box to the local office and exchange it and was told I could. After exchanging it two days ago, I installed it, turned it on, and the message appeared "This cable box is not authorized for service. Please call your cable division 1-844-865-9782”. Each time that I call the number I must work through the same multitude of choices to reach the equipment activation extension only to be told that there is a problem in our area that prevents activation of new equipment and Time-Warner engineers are working to resolve it. It also states that phone reps have no additional info about the problem. Most frustrating to me is the inability to speak to a human being to discuss the problem. I cannot get high-speed internet service or AT&T U-Verse in our area making Time-Warner my only choice.Desired Settlement: I'd like to be able to enjoy the service for which I am paying.

Business

Response:

We reviewed **. [redacted] account and did not find a trouble call in place for reported service issues. On June 22, customer contact was made and we were able to schedule a trouble call for June 23, 2015. Our technician discovered an issue and made the needed repairs concerning the digital set top box. Time Warner Cable has also confirmed that his account is currently showing a current zero balance.

Time Warner Cable apologizes to **. [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

Sincerely,

Time Warner Cable