Time Warner Cable

Review: I had TWC as a cable supplier for 22 yrs. During this time, I paid my bill faithfully on time. I discontinued service on October 23, 2014 and had a credit of $[redacted]. I called in early December to find out where the refund was, and was told that I would have it within 2 weeks. As of today, December 29, 2014, I still have no refund. I spoke to the supervisor in Customer Service, who told me that it takes 4-6 weeks from the request for refund. It has been 2 months since the service was discontinued and I am still waiting on $[redacted]. This is ridiculous!!! If I did not pay my bill in a timely manner, my service would be disconnected, and I would acquire LATE FEES. They should not be permitted to hold on to your money when the service has been ended. I will never, after 22 years of service, consider using Time Warner Cable again! You are totally out of line. And your Customer Service Supervisor is rude!Desired Settlement: Send me my money NOW!

Business

Response:

December 30, 2014

Debbie Rodgers

Revdex.com of Columbiana, Mahoning & Trumbull Counties

201 E. Commerce St.

Ste. 137

Youngstown, Oh 44503

RE: Customer: [redacted]

Case ID: [redacted]

Dear [redacted]:

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

Time Warner Cable has reviewed [redacted] account and found that her refund for $[redacted] was processed on 11/5/14 and her refund mailed on or around 11/26/14. However, we found that her mailing address was updated in our system on 12/2/14 meaning that her refund was mailed to the incorrect address. We have reissued [redacted] refund for $[redacted] and she can expect her refund check to be delivered via US mail within 7-14 business days to her Salem address.

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: On May 12,2014. Contacted Time Warner Cable about a card that was sent out regarding reconnecting service. The salesman stated that Time Warner Cable would be able to "work" with me being that I had a previous balance from and old residence. My previous balance was [redacted] and some change. The salesman had to contatc his company numerous times to set up and installation appointment, and it was initially set up for May 14,2014 between 2 and 3:00 pm. I paid them [redacted] in cash for the installation and for the first month of service. The salesman said that when he called to make an appointmentfor installation that the back pay of [redacted]. and some change did not appear yet and that someone from Time Warners retention/debt center will contact me to work with me and set up payments, and make sure that answer my telephone. The next day May 13,2014 the salesman returned saying that the rention center agent called me but someone said "it was the wrong number". I never answered my phone to tell anyone that it was the wrong number, nor did I have a missed called from that rentention agents number. I even contacted my cell phone carrier to print out my call log and there was no number from that I agent made. When I called to speak to the retention agen [redacted]. She said that she called and someone answered stating it was the wrong number. She saod I had to pay a balance of [redacted] dolaars biweekly or [redacted] monthly upfront inroder to install service. I told her I will give her a callback because that did not sound correct. I called the salesman he said he would callthe rention agent becuase it did not sound right to him either, but no one called back. I called timewarner to see if I could get my money back that was paid for the installation and first month of service since the renteion agent cancelled it. They said it would take 4-6 weeks. whY DO I HAVE TO WAIT THAT LONG FOR A REFUND? iF THEY PROCESSED THE [redacted] FOR INSTALLATION THAT FAST,THEN I SHOULD RECEIVE IT BACK THAT FAST, ESPECIALLY IF THE AGENT CANCELLEDesired Settlement: I would like the [redacted] back that was paid for installation and first month of service, since the retention agent cancelled the installation appointment. It should not have to take 4-6 weeks. for a refund.

Business

Response:

Dear [redacted]: 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 investigated Ms.[redacted] account and found that an amount of [redacted] is owed on a previous an account that [redacted] had with TWC in the past. Time Warner Cable reserves the right to refuse service to anyone until all debts have been paid. Time Warner Cable’s risk management team has offered to work with [redacted] regarding this debt to reestablish service but has refused our offer. Time Warner Cable has also found that [redacted] made a payment of [redacted] in cash on 5/13/14 with the intent of paying for her first month of service and applicable reconnection charges to establish new service. Since [redacted] has rejected our offer to satisfy her debt with TWC we are currently processing her refund for [redacted]. Since this payment was made in cash we must process this refund in the form of a check as Time Warner Cable does not refund in cash. The process for refunds is 4-6 weeks and [redacted] can expect a check to arrive via the USPS at the address provided on this complaint within this time. 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 [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The problem is not of the matter, of paying the past due balance that is owed to TWC or denying that there is a past due balance owed.The problem is before taking the [redacted] cash for installation and first month of service the TWC salesman should have been able to let me ( the client) know that the past due balance would have had to be paid upfront or the amount that TWCs retention offers in order to schedule service ,appointment and time. Instead the installation was scheduled and the cash was already paid. In that case if the salesman would have known or if it was communicated to the salesman from TWC, then the [redacted] that was paid for the installation and first month would have been paid on the past due amount ( which would have made more sense, seeing how after the fact a client cannot have service installed until a past due payment is made.) also the retention specialist [redacted], claimed to gave me a call regarding my past due balance and said someone answered and replied wrong number. I did not receive a call and no one else was able to answer my phone, I had my cell phone carrier print out the call history , since [redacted] said someone answered and it did not show, I do not like or appreciate for customer service/ retention rep to lie about a basic phone call just to make their job easier. When the past due balance is paid to TWC I do not want to work with or have a customer service handled by the retention specialist [redacted] at all.

Review: I have been having an ongoing problem with Time Warner Cable and their services. I was told by a customer service rep. around October 3. 2013 that I had until November 3, 2013 to pay the past due balance of [redacted] to avoid disconnection of service, and I was in agreement with that. Today October 8, 2013 I spoke with someone in billing around 9:25 a.m. and they are telling me that they want the [redacted] by October 21, 2013 or the full balance of [redacted] by November 5, 2013 or I will be disconnected. When I advised the woman to pull the phone call from the representative that told me that I had until Nov. 5 she refused to. I started my service at this address in August and never received a bill until October, and it was a month and a half of service, which I was billed wrong for. They have been out here 2-3 different times fixing issues with their equipment and services as it does not run right and as of this date it is still not running correctly. I should not have to worry about getting disconnected when they are not 1. crediting properly for the continuous issues that I have and 2. they send me a bill almost 2 months later and wanting their money and then the bill was not correct because they didn't do the promotional package that I signed up for. When we call in to speak to someone about a problem it never gets resolved and a tech always has to come out, and when we ask to speak to a supervisor we get hung up on. I am always having an issue with them, and it is getting very tiresome and stressful. I am tired of getting irate with this people and constantly calling in with a service or billing issue month after month. I pay my bill on time (for the most part, even if at times I get behind) and ask them to work with me, because of what their rep told me and they don't want to. Something really needs to be done about this issue.Desired Settlement: I want the proper credit for the issues that I had in the month of September with my continuous phone and internet issues, which is more then [redacted] (Sept. 19, 2013-October 2, 2013. I also want the phone called pulled from after October 2, 2013 with the rep telling me that I had until Nov. 2 to pay the [redacted] to avoid disconnection and time given to me to pay the other 207.00 that is due. And they are telling me they want 387.00 by November 5th to avoid disconnect and that is not correct.

Business

Response:

A Time Warner Cable Representative made contact with [redacted] regarding her ongoing issues with Time Warner Cable's services, billing, and customer service representatives. A technician was out to this customer’s home on October 2nd 2013 and addressed her internet/phone service issues. [redacted] pays $[redacted] a month for Internet and Phone service which comes out to $[redacted] day. A credit was also applied to her account for the time the service was not properly working from Sept. 21st 2013 through October 2nd 2013 a total of 12 days totaling $[redacted]. However [redacted] account was credited $[redacted], per [redacted] her service has been working since the last technician was out to her home October 2nd 2013. Unfortunately, I was unable to retrieve the call that took place on October 2nd 2013 between the agent and [redacted] regarding when and what she was informed to pay to avoid her service from being disconnected. However, I did make [redacted] aware that her billing cycle generates on the 2nd of each month and as long as she pays her past due balance ($[redacted]) by November 1st 2013 that would avoid her service from being interrupted. [redacted] was also informed once her next bill generates on Nov 2nd 2013 whatever balance she has left over will go into a past due status. [redacted] stated that was fine and she would make her payment of $[redacted] by Nov. 1st 2013. [redacted] has my direct contact information is she has any other concerns in the future. In addition, I will be attempting to retrieve the calls of the agents she spoke with that she stated were rude and I will be providing my findings to the agents supervisor and manager to address internal. Please be assured our highly trained team of associates always has the best of intentions when serving our customers. Unfortunately, from time to time, our intentions fall short of your expectations. When that happens, we want to correct the problem and make sure it does not happen again. 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: I have been calling Time Warner Cable for months, I actually visited a store & still have not received the service I am continually promised. They are billing me for services I don't have, they won't change my services, they promise me a bill credit but don't apply it, they offer me a promotion and then I get letters saying my bill is going to be raised it even higher.Desired Settlement: I want the credits that I was promised, I want the adjusted agreement price promised to me

Business

Response:

We apologize for any inconvenience. [redacted] has received $[redacted].** in credits for her service issues. She was advised that a new promotional rate would be offered when the name was changed on her account. This change took place on 5/4/15. The new monthly rate is $[redacted].** with taxes and fees included. Time Warner Cable considers this matter to be resolved.

Review: Attempted to get a rate adjustment to be in line with advertised rates. They said no so I said disconnect my service. Transferred to a line with music for 16 minutes then disconnected. Called back hit # for cancel my service. 9 minutes of music then a voice saying they could not hear me. Blocked my access to filing with Revdex.com. Searched time warner and results came up then went away immediatelyDesired Settlement: Give me the advertised rate of [redacted]/month for standard internet

Business

Response:

We have provided [redacted] the promotional offer of $[redacted] for 12 months on his account. This is a non-renewable promotion and at the end of the 12 month period [redacted] will be subject to the prevailing price at that time. Time Warner Cable considers this matter to be resolved.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

Review: I have been a customer of TWC for years and have always paid my bills, maybe not always on time or without incident, and now I am being told that there is an outstanding past due for my address and my service was disconnected on 12/26/2013. I had some monetary issues over the summer of 2013 which caused me to get behind on my bill that lead to my cable and internet services to be turned off. After a few months I was able to get internet service turned on only after I paid the past due of over $[redacted]. At the time that I was setting up the new service in November I was not informed that a previous balance was attached to my address of $[redacted] and that would need to be paid before service was to be turned on. I received a bill in Dec. 2013 that stated that it was due on Jan. 6, 2014 but nowhere on the statement or by additional statements was I informed of this other past due amount. I called the 1-800-TWCABLE multiple times and talked to multiple reps who could not find this other account or other amount due. I was also transferred a few times and most of those were to lines that disconnected me or the rep that handled business accounts could not get someone a residential rep so I was told to call 1-877-772-2253. When I called that number I would have to start the whole explanation over and that rep would not understand so they would have to transfer me and that would either go to the wrong place or disconnected, again.When I came back to TWC about three years ago there was an incentive that give me a credit of $[redacted] on my account. At that time I was informed of a past due account that was in my name from 2000 which was paid by the credit that due to me. I was never informed then or anytime I had that account that there was a previous balance that I needed to clear up. It was not until Dec. of 2013 that I was told of this other account and told that my services were being turned off.Desired Settlement: At the time that I setup my account approximately 3yrs ago I was not informed of this other account that had a $[redacted] past due. I was informed about an account that I had in 2000 and that was paid. I feel that this is not a debt that I should have to pay and my service should be turned back on without an extra expenses.

Business

Response:

Dear [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. An audit was conducted and it located an outstanding balance existing under the same last name, and phone number of [redacted] with a remaining balance of $[redacted]. [redacted] had service at [redacted] from 2009 through 2010. If a family member or roommate had service at this address previously, any outstanding balances will need to be paid before service can be reconnected. Only the previous account holder is responsible for paying the balance. However, the balance must be paid in order to reconnect service in another family member or roommate’s name. At this time, [redacted] has made payment arrangement with our Risk Management Department to satisfy the unpaid debt. [redacted] service was reconnected on January 7th 2014 and will remain active, if the payment arrangement is kept. TWC have the right to deny service to anyone or any address that a potential risk or verified risk of revenue loss has been determined to exist towards the company 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: I called to get a price quote from them and now they will not leave me alone. They signed me up for service and had an installation scheduled without my approval. Now they are calling and texting me from unlisted numbers. I have asked them to quit calling and they continue to call anyways. The calls and texts are coming in weekly and this has been going on for more than a month. I just cant' get them to quit harassing me. I have never signed up for their product and have no intention to.Desired Settlement: I would like them to leave me alone. Quit calling, quit texting, just stop calling. I would have asked for free services but since they have never even gotten to that point, I can't even ask for that!

Business

Response:

Time Warner Cable has added [redacted] to our “Privacy Opt-Out” database today March 11, 2014. This will automatically stop us from contacting her regarding any marketing attempts via mail, telephone and email. Please allow 7-10 business days to allow the database to update and [redacted] contact information to be removed from our solicitation list. Time Warner Cable also invites [redacted] to register herself on the national Do-Not-Call registry by visiting http://www.donotcall.gov or via phone by calling (888) 382-1222 if she has not done so already. 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. Please do not hesitate to contact me if you have any questions. Sincerely, [redacted], Executive Response Specialist [redacted]

Review: My Service was disconnect by May 11 2014 But I keep getting Billed for service I do not have.I was billed in May 2014 After service was stoped . I talked to time warner and was assured it was a mistake But was. Billed. Again in June 2014 . I again called time warner and after a long wait was again told they would fix their problem but could not talk to a supervisor or get a letter from them . Can you help stop time warrner from billing x customers for service that had been stoped. Thank you [redacted]Desired Settlement: A Letter FROM TIME WARNER saying the problem has been fixed

Business

Response:

June 19 2014

RE: Customer: [redacted]

Case ID: [redacted]

Dear Ms. [redacted]

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 has found that his service was successfully disconnected and billing stopped as of 6/9/14. We have also found that the reason for the delay was because [redacted] was porting his telephone number to another provider and we were unable to complete any disconnection until his new provider took possession of his telephone number. We found that his account was prorated to 5/23/14 which was the beginning of his latest billing cycle. However, we confirmed that [redacted] returned his equipment on 5/5/14 and we have issued a prorate credit of [redacted] to essentially stop billing when he returned his equipment. [redacted] can expect to receive this refund in the form of a check within 4-6 weeks from the date of this letter.

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

Review: The company (Time Warner Cable) is not providing the consistent internet speed that I have been paying for. The standard speed was advertised for streaming video which is from 3 to 15 mbps. My speed intermittently but often drops below the 3 mbps causing buffering which can last from 2 seconds to a minute. This causes the video to either restart from the point it stopped or return to the previous page which causes the video to restart from the beginning. Tech support has been to my house 5 times already with another appointment in place for tomorrow. I have gone to various lengths to try to help resolve this issue, including tracking when the buffering happens, testing the speed through speedtest.net, purchasing a new router and calling Amazon who I stream through most of the time.Desired Settlement: I am requesting one of two options; 1) the internet speed I am paying for ( consistent 3-15mbps) at the current price of about $48 and which includes rental of the modem for the next five years or, 2) my bill will automatically be cut in half ($24.00) and no phone calls or appointments will be required of me until the issue is solved.

Business

Response:

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

A Time Warner Cable Technical Supervisor has contacted [redacted] regarding her service concern. After further discussion and a visit to [redacted] home we discovered while she was utilizing her Blue Ray, streaming video, she was seeing download speeds fluctuating from 3Mbps to 12Mbps on the Blue Ray. We swapped out her TWC issued modem with a newer model after which via a test in the home confirmed the download speeds increased to 18Mbps – 20Mbps consistently. [redacted] is now satisfied that TWC is providing her accurate speeds equal to her internet subscription with us.

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

[redacted] Revdex.com concern has been addressed.

Have a great day!

Executive Response Specialist

Review: I called to have my service from Time Warner Cable cancelled on 3/27/14 I was on the phone for over 2 1/2 hours but thought the service would be disconnected. I was sent a bill but I called the again on 4/7/14 to have my bill prorated since the service period ran until 4/22/14. I was on the phone again for over 3 hours only to find out the last guy didn't process my request to disconnect my service. My husband called that night again because I was so upset and frustrated and he was treated very rudely and was told "what do you think that you can keep our equipment?" Which I had asked 3 operators prior amongst my array of transfers to different depts. and operators what I should do with equipment w/o and answer. I called the 2 local Time Warner facilities to find out the hours to drop off the equipment the following day only to be hung up on and also to be told their computer isn't working to tell me where and when I can drop off the equipment b/c I was connected to the main TW cable phone service which takes forever. On Wednesday 4/9/14 I called to have my phone and internet disconnected from Time Warner Cable. I was told after a 1 1/2 hour call everything would be disconnected once my new phone service connected TW with the paperwork to keep my same number. I called my new provider to tell me everything was completed b/c I was talking on the new phone line through them so everything was done. I called TW back only to be transferred and argued with the rep. that this paperwork was finally I talked to a supervisor who told me everything would be taken care of and I would be sent a prorated bill for service. On 4/11/2014 I returned all equipment to the Youngstown Rd, Niles, Ohio location. On 4/28/14 I received a bill for $326 from TW only to be told again that I had to have my new provider send the paperwork to keep my current phone number. I was told by time warner that everything would be resolved again after a 2 hour call. I called [redacted] make sure everything was complete & they said yes.Desired Settlement: I would like my service of phone, internet & cable disconnected and a prorated bill sent to me for the service period I had their services and be done with them. My internet service was called to be disconnected on 3/27/14 and my internet and phone service was called to be disconnected on 4/9/14. I am tired of spending my evenings being put on hold for countless minutes by them only to be disappointed by the promised outcomes that are not followed through by them.

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding[redacted] complaint. [redacted] account has been corrected and the billing statements she received in the amount $[redacted] or $[redacted] she can disregard. At this time her account reflects a 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

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10029878, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Review: On 8/17/13 I paid my TWC bill on line, which I have done the same way for years. On 8/21/13 TWC posted eleven (11) total transaction to my bank account, each in the amount of [redacted]. One of which was my actual monthly payment. The other ten (10) were unauthorized transactions. I contacted Customer Service on 8/21/13 which is the day I was made aware of this. A Customer Service Rep advised that it would take 24-48 hrs to resolve, and I was issued a "ticket number". My next call was placed on 8/23/13 where I was told that nothing had been done, and my claim was "in process" and in addition, I was mistakenly advised that it would take 24-48 hrs, and that actually takes 7-10 business days to resolve the matter. I asked to speak to a Supervisor and was put in contact with a [redacted]" who asked me to fax my bank statement showing the charges, and I did fax everything into that day. Yet another Customer Service Rep on 8/30/13 Named[redacted], who assured me she would get this resolved, and that my account notes stated that I would have to wait until Wed 9/4- which would be my 10th business day, but that nobody has touched my complaint since 8/23. I spoke to her again today 9/3/13, which is 1 day shy of the "7-10 business days" and am now being told that my claim had been closed because I didn't fax my bank statement to HER, but she never requested me to do so. Now she is telling me it will be an additional 7-10 business days to resolve this because we have to start all over again. This is not like they took out and extra [redacted] by mistake. They stole [redacted] from my account, now I have also been charged $[redacted] in total NSF fees. Not only that, but my bank denied 2 of the 11 transactions due to exceeding my overdraft protection, so TWN decided to go ahead and present them AGAIN on 8/30 and THEY (TWC) charged me an additional [redacted] NSF fee for each of those. As of today I am now being told that the printout of my bank statement showing the transactions is not sufficient and it will be 7-10 business days again.Desired Settlement: I would like $[redacted] refunded back to my account immediately,(total of 10 unauthorized transactions of $[redacted] in NSF fees) I would like 10 free months of cable and internet service from TWC, which equals the 10 months worth of payments of $[redacted] they stole from my account. I would like my Verizon cellular bill paid by TWC because I have used a substantial amount of my plan minutes being placed on hold, and spending 30 minutes at a time chasing down my money that they stole.

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. The refund in the amount of $[redacted] (Overdraft fees) was cashed on September 20th 2013 which is shown in the attachment. The next check in the amount of $[redacted] was mailed out on October 2nd 2013 to cover one of the payment ($[redacted] was credited to the customer’s TWC account to balance out the $[redacted]) [redacted] should have received this payment as well. In addition, a payment of $[redacted] was refunded back to the customer’s checking account as of October 16th 2013 customer should see this reflected back into her account with 3-5 business days. At this time the customer’s has a current balance of [redacted] which covers her September 26th 2013 through October 25th 2013 billing period.

TWC regrets any inconvenience that [redacted] may have experienced. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Business

Response:

Time Warner Cable made an offer to resolve this complaint. The details are as follows: Date that proposal was made: 10/22/2013 Value of proposed resolution (USD): ** Description of proposed resolution: [redacted] Revdex.com Columbiana, Mahoning & Trumbull Counties P.O. Box 1495 Youngstown, OH 44501 RE: Customer: [redacted] Rebuttal #3 Case ID: #[redacted] Dear Ms. [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. A credit of [redacted] was applied to [redacted] TWC account to cover the [redacted] NSF fees. At this time the customer’s has a current balance of $[redacted] which covers her September 26th 2013 through October 25th 2013 billing period. TWC regrets any inconvenience that [redacted] may have experienced. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Promised completion date: 1/1/2050

Consumer

Response:

Thank you for your time and effort in resolving this matter. However I am very disappointed in TWC overall customer service, CSR's, and business practices. This has taken over 2 months to resolve, requiring ME, as a long time loyal paying customer, to jump through all the hoops of providing documentation and proof of TWC's mistake which was clearly reflected on my TWC account and balance. The philosophy of "The customer is always right" is not recognized by TWC, even AFTER it was proven that this particular customer was. It saddens me to say that I would never in the future recommend TWC to anyone, for any reason. I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Review: I have NEVER ordered the MLB package and for what ever reason TWC just decided to charge me for it.

Business

Response:

The MLB package has been removed from Mr. [redacted] account and all charges have been removed for this service. We apologize for any inconvenience. Time Warner Cable considers this matter to be resolved.

Review: Ever since our contract expired in August, TWC has attempted to raise our bill more than double. In spite of repeated calls to customer service, who promise to adjust the bill, I am being billed for equipment and services I no longer have, and late charges on those items. Finally, we felt we had to cancel. I had to make two calls to cancel the service, since the first representative did not do as I asked. They then told me I had to have the new service provider call them, but when I called the new provider, I was told they never do that, they aren't allowed by their company policy. I was told by three representatives that my final bill would be around [redacted]. When the bill came, they charged me for equipment I personally returned, and for which I have a receipt. This bill was for $[redacted] I have sent them a letter saying that I will not pay that as I do not owe it, and that I was informed several times by their Customer Service department that I did not owe it. I feel that TWC is very unresponsive to customer complaints and the Customer Service department is lacking in that very attribute-service.Desired Settlement: I just want Time Warner Cable to honor the information provided by their own employees and only bill me for the amount I was told to pay.

Business

Response:

Dear [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. [redacted] cancelled her service on October 14th 2013 at this time the equipment has been returned to TWC and her balance is no longer $[redacted] remaining balance is $[redacted] this covers the billing period from September 30th 2013 to October 14th 2013. 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: The company (Time Warner Cable) is not providing the consistent internet speed that I have been paying for. The standard speed was advertised for streaming video which is from 3 to 15 mbps. My speed intermittently but often drops below the 3 mbps causing buffering which can last from 2 seconds to a minute. This causes the video to either restart from the point it stopped or return to the previous page which causes the video to restart from the beginning. Tech support has been to my house 5 times already with another appointment in place for tomorrow. I have gone to various lengths to try to help resolve this issue, including tracking when the buffering happens, testing the speed through speedtest.net, purchasing a new router and calling Amazon who I stream through most of the time.Desired Settlement: I am requesting one of two options; 1) the internet speed I am paying for ( consistent 3-15mbps) at the current price of about $48 and which includes rental of the modem for the next five years or, 2) my bill will automatically be cut in half ($24.00) and no phone calls or appointments will be required of me until the issue is solved.

Business

Response:

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

A Time Warner Cable Technical Supervisor has contacted [redacted] regarding her service concern. After further discussion and a visit to [redacted] home we discovered while she was utilizing her Blue Ray, streaming video, she was seeing download speeds fluctuating from 3Mbps to 12Mbps on the Blue Ray. We swapped out her TWC issued modem with a newer model after which via a test in the home confirmed the download speeds increased to 18Mbps – 20Mbps consistently. [redacted] is now satisfied that TWC is providing her accurate speeds equal to her internet subscription with us.

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

[redacted] Revdex.com concern has been addressed.

Have a great day!

Executive Response Specialist

Review: This is the third time that my services have been cut off after I have set up a payment arrangement. I set up two payments to get my account current but on Friday my services were cut off. My husband called in to get them restored and two representatives refused to give my husband a supervisor and he was also hung up on. I am at the point where I no longer wish to be with Time Warner but the constant issues that we are having is getting to be a bit too much. I am not happy with the services that we have been receiving and after the multiple agents that I have spoken there have been a handful that have been willing to help me.Desired Settlement: I want the services that I am paying for and I also want to be credited for the lost of services that I have had to occur.

Business

Response:

June 16, 2014

Revdex.com Columbiana, Mahoning, & Trumbull Counties

P.O. Box 1495

Youngstown, Ohio 44501

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.

Time Warner Cable has reviewed [redacted] account and has found that when she contacted our offices to set up 2 future dated payments on 6/2/14 to avoid a disconnection due to non-payment the agent that set it up used the incorrect code to prevent the disconnection from taking place. When [redacted] made us aware that her services were interrupted by mistake we quickly added the correct coding and restored her services. We have applied a credit of[redacted] for one full day of service due to the error with her billing coding.

Time Warner Cable also takes the privacy of our customers very seriously and has several security measures in place to help protect our customers from fraudulent activity. [redacted] account is secure with an active PIN number that our agents must ask for when discussing personal information regarding her account. If the caller cannot verify this information our agents are not able to assist the caller with certain aspects of their account. Time Warner Cable is currently investigating to ensure that our security procedures were followed in this case and will provide feedback to our agents if they were not. In the future, [redacted] can provide her husband with the PIN number that is on her account or she may contact us at her leisure to add her husband as an authorized user on her TWC account so that she can avoid this situation in the future.

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

I am not satisfied with this offer because I have made my husband an authorized user and they have spoken to him numerous times. I also do not accept this offer because it was very unacceptable how my husband was treated. He has all the information to verify the account but it will not be accepted to be spoken rudely by a customer service representative and the fact that they refused to assist him and were very unprofessional.

Regards,

Business

Response:

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

Date that proposal was made: 6/18/2014 Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable does NOT have [redacted] husband listed as an authorized user on her account. If she would like to add him as an authorized user to avoid any security concerns in the future she may do so by calling our customer care at her leisure at [redacted] Additionally we are in the process of investigating her claims regarding our agents mistreating her husband and we will handle administer feedback to these agents internally once the investigation is complete. Promised completion date: 6/20/2014

In addition, the business provided the following additional comments:

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

This letter is to inform you that Time Warner Cable has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/16/2014 1:28:27 PM and assigned ID [redacted]

Regards,

Review: I moved from the residence of [redacted] Youngstown Ohio. I've contacted Time Warner Cable several times to disconnect the service and I've been told several times it was off. Every time I call I get told that someone is impersonating me and there name is [redacted] and she is able to say she is me without care and turn this cable back on. I am going through the process of identity theft and I wanted to make sure Time Warner Cable has there issues contained also. This has been nothing but frustrating to me and I am tired of the games they are playing with me. I have setup a pin code 3 different times and they still gain access to my account I think that this is ridiculous and unfair to me all [redacted] has to do is say she forgot the pin code and she has access to my account again there should be a mandatory identification showing on any account issues please help me if you can. thank youDesired Settlement: I would like to see changes that way no one can have this issue again

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Unfortunately, Time Warner Cable has no control over who could call into one of our call centers at any given time in an attempt to impersonate another individual and verifies all account security information. We do have security procedures in effect when a potential customer contacts our company to setup service they would have to prove their identity, one could accomplish this by going through a soft identify check via Equifax or by bringing identification to a local office. Time Warner Cable confirms that the service in [redacted] name at [redacted] has been disconnected. 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: I got a "marketing call" from Time Warner offering a) upgrade to turbo internet service and b) phone for [redacted]/month. I was very skeptical, but after discussion I accepted the offer. The caller said she was going to record the offer and my acceptance, and she walked/talked through each service and the cost, asked me to respond "accept" after each component of the offer. Two weeks later, when the Time Warner Cable technician came to install, I was told the price was $**/month. I followed up with TWC's Customer Support line (877 772 2253) - they told me that price - $** for turbo internet and phone - was not valid. I asked that they get the recording of my conversation. They said OK, that they would call back within 2 days. They didn't call back. I called Customer Support again, and after hours on the phone was told that TWC could not access the tape/recording of my phone conversation validating the order/price, that the offer I'd recieved was done by a 3rd party representative of TWC and the recording was not available. TWC refused to honor the $** price they had offered. I'm asking that TSC be responsible for the 3rd party offer.Desired Settlement: Get the recording of the offer they made, and honor the price and services on the recording.

Business

Response:

A Time Warner Cable representative made contact with [redacted] regarding his concern. Unfortunately, I was unable to retrieve the call to verify what was communicated to [redacted]. However, I was able to place him into a 12 month promotion at monthly rate of $[redacted] this includes Digital Cable with one HD box, Turbo Internet with one modem, and Home Phone Service. After the promotion has comes to an end the monthly rate will go back to the standard retail rate. [redacted] also brought to my attention he was experiencing a problem with his High Definition channels. A technician was out to [redacted] home on September 19th 2013 and replaced his HD box and per [redacted] his service is up and working at this time. [redacted] account was credited $[redacted] to cover the timeframe he was experiencing this problem.

In addition, it is also being investigated why [redacted] did not receive a call back regarding his concern and our findings will be address internally. 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.

Review: I filed a service complaint on March 10,2010 for poor quality TV reception, specifically the TV picture was Pixelating. To date 29 service techs have been to my home over the past 5 years with absolutely NO POSITIVE results. All they can do is give excuses, raise my rates by 54%, and kick the service issue down the road. I live in a heavily wooded area with NO access to satellite TV. Time Warner knows this and I feel they have used it to say " take it or leave it" My TV reception is bad and their techs agree but nothing ever gets fixed. It's time for Time Warner to pay the PIPER!!!!! I want my service fixed within 2 weeks and a credit issued on my account for at least 4 years of BAD service. By the way I have their internet and phone service also which I would Grade as a C-.Desired Settlement: Time Warner fixes my service to my satisfaction and credits my account for at least 4 yrs. of service

Business

Response:

May 10, 2015

RE: Customer: [redacted]

Case ID: #[redacted]

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding [redacted]’s complaint:

Our records indicate that a Plant Maintenance work order was completed by our Maintenance Team on 5/4/15. This work order was intended to adjust the signals at the pole. Since Mr. [redacted] states that he is still experiencing service issues, the information has been escalated to our Technical Operations Leadership Team. Mr. [redacted] will be contacted very soon by Leadership to have the issue addressed. One the service issue is resolved; we will be able to apply a credit to the account to rectify the situation.

Time Warner Cable apologizes to Mr. [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