Time Warner Cable

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: 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,

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

Review: Time Warner had a promotion if you switched from another provider you would recieve a $150.00 gift card from Target. I followed all the requirements & they said I would recieve the card, It has been 6 monthssince I switched and I have not received the card. I have made 11 phone calls to the proper company & they give me the run around. Do not fall for this farce, they think you will not follow-up on the agreement and they will not have to pay you the gift card. Now I see they have a $200.00card to draw in business. I was a victim of their false practices. It states in their paperwork if you do not recieve the card in 4-6 weeks call and they will look into it, I have made 9 calls since that period & they just put me to voicemail. Bob BluedornDesired Settlement: Get my card or a $150.00 money settlement.

Business

Response:

Hi [redacted],

[redacted] Revdex.com has been addressed.

Have a great day!

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] complaint.

[redacted] gift card was shipped out to him on Monday March 4th 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. Please do not hesitate to contact me if you have any questions.

Sincerely,

Executive Response Specialist

Review: Time Warner had a promotion if you switched from another provider you would recieve a $150.00 gift card from Target. I followed all the requirements & they said I would recieve the card, It has been 6 monthssince I switched and I have not received the card. I have made 11 phone calls to the proper company & they give me the run around. Do not fall for this farce, they think you will not follow-up on the agreement and they will not have to pay you the gift card. Now I see they have a $200.00card to draw in business. I was a victim of their false practices. It states in their paperwork if you do not recieve the card in 4-6 weeks call and they will look into it, I have made 9 calls since that period & they just put me to voicemail. Bob BluedornDesired Settlement: Get my card or a $150.00 money settlement.

Business

Response:

Hi [redacted],

[redacted] Revdex.com has been addressed.

Have a great day!

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] complaint.

[redacted] gift card was shipped out to him on Monday March 4th 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. Please do not hesitate to contact me if you have any questions.

Sincerely,

Executive Response Specialist

Review: I called and inquired about intelligent home. I was going to have the security system installed in my home, the agent made a appoint for the installer to come to my home on 05/01/2015. Then he told me that the **.** needed to be paid up front. I told him that I did not have the money at that time (this conversation took place around 04/15/2015). The agent said okay and that was basically the end of that phone call. I had at least 2 or 3 other phone calls for payment on the equipment/installation cost of the security system to inform them each time that I did not have the money. So on 05/01/2015 the installer showed up at my home. I was still in the bed and did not hear the door so he called me and stated that he was at the door. When I went downstairs and opened the door the first thing I asked the installer was is there a fee. He replied no. So I'm thinking the fee was waived. Until I got my bill! I saw that the **.** fee has been added to my bill and I did not agree to that. I have called Time Warner Cable several times to resolve this issue. ON 06/02 I called and the first rep I was talking to was helping me then all of a sudden she had to transfer me to someone who basically stated that I'm stuck with the system because it was only a 3 day free trail to cancel. Yet the installer and the web site states that it is a 30 day free trail to see if I like the system. I went into the office with the equipment and the counter representative did not assist me, she told me to use the phone and call to cancel. When I called (this was on 06/03/2015) the rep was helping me and stated that a hardship is one of the reasons to cancel without a termination fee. Then he stated that he had to transfer me to another rep and they told me basically that it was my problem and that I am stuck with the system and if I wanted to cancel the termination fee is [redacted].** (?). Yet on the web site it states that maybe a termination fee will be applied. I chatted with [redacted] on 06/04/2015 at 10:50 the agent was helping me and stated that he would guide me in cancelling the service, then all of sudden again he could not assist me and told me to call 1-[redacted]. I informed [redacted] in the chat that I would be reporting him and filing a complaint with the Revdex.com. So here I amDesired Settlement: I would like to return the equipment and get a full refund/bill adjustment (if not resolved by due date) as the web site states that there is a 30 day trail. Granted I was 1 day past the free trail period and I will be glad to pay for that 1 day or ask that it be forgiven. I am a mother of 3 and only work part time and to open a bill that is over [redacted].** for one utility is not acceptable nor can I afford it. Per there policy there is a 30 day free trail and financial hardship is a reason for termination of the services. I have not paid the bill as of yet it is not due until 06/12/2015. I wasn't asked if it would be okay to add the fee to my bill nor did I agree for that fee to be added to my bill. I will be more than happy to pay for the service fee for the month yet the **.** fee and cancellation fee I am not responsible for.

Business

Response:

Time Warner Cable has reviewed **. [redacted] account. We find that **. [redacted] does not qualify for the Time Warner Cable “Better Guarantee”, as our 30 day money back offer is not included with Time Warner Cable’s Intelligent Home product. While we are very sorry that she is not in agreement with our early termination fee, it will be accessed if she disconnects the Intelligent Home service prior to the end of the agreement she signed.

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 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: 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,

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

Review: I canceled internet service and returned cable modem on 3/26/2013 because I was moving; this was the only service and equipment I had with Time Warner Cable. I have a receipt for the return of the modem. I called to find out the final amount due a couple days later and the amount seemed high, so I asked why. I was told there was an equipment charge. I told the CSR that I had returned the equipment to which she replied that sometimes it takes a couple days to show up as returned in their system. Yesterday I opened the final bill and there is still a charge of 65.00 for equipment. I called TWC and their automated answering system routed me to payment services. The CSR in that department said she saw a 65.00 equipment charge but nothing about a modem. The modem is the equipment. She said she would have to transfer me to customer service to see what is going on with the account. No one ever came on the line even though I was still connected for several minutes. I then tried the live online chat. The CSR on the live online chat said that he must escalate it to another person. He then left the chat, and it remained open for 12 minutes with no new escalated person joining. It appears as though TWC's modus operandi when someone has a billing question is to say that the issue must be escalated and then never allow the customer to interact with the escalation personage, perhaps in the hope that frustration will lead the customer to just pay the bogus charges. I will not. I tried by two different methods to contact them about the charge for equipment that I returned, and I have a receipt for the return of the equipment. TWC is causing great mental anguish, pain, and suffering with this bogus charge and runaround from "customer service". Note: the address given in the Revdex.com form was not the service address as I moved at the end of March.Desired Settlement: Reverse the bogus charge of 65.00 for equipment because I returned the equipment (and have a receipt). Additionally, reimbursement for time wasted on phone and online for this issue, both with TW and this BB form of at least one hour, which is also about $65 (one hour of pharmacist- my trade- wages).

Consumer

Response:

The service address was [redacted], Youngstown, OH [redacted]. Attached is a receipt Time Warner Cable office in Youngstown gave me for the return of the modem. PLeas advise if any other information is needed. Thank You,

Business

Response:

[redacted]

Revdex.com Columbiana, Mahoning & Trumbull Counties

P.O. Box 1495

Youngstown, OH 44501

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.

The modem the receipt is stating was returned on March 26 2013 was modem #[redacted] and that modem was returned on that day as stated by [redacted] (modem was installed on 10/16/12). However, the modem in question which is reflected on his receipt was a Toshiba modem serial #[redacted] which was install at[redacted] home on December 17th 2004. However, as a onetime courtesy the equipment has been removed from the customer’s account and the equipment charge of $65 will be credited from his account as well.

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:

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

I do not know who [redacted] is, but perhaps this is indicative of TWC's horrid record keeping and or general shoddiness. I returned a modem in November 2012 because it stopped working and received the "current" modem, which was returned March 2013. Since TWC is removing the charge, the resolution is acceptable. However, TWC is not doing me a "courtesy", TWC is correcting TWC's mistake. 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,

Review: Time warner insist that I pay for a service I did not want . Usually Order the Major League Baseball channel but did not this year because I could not afford it. I thought if I did not call in I would not receive that service. I checked my bill and it was on there. I was told that I have to pay for it because I did not opt out. I was unaware there was such a thing. I called many Times but the people who answer there phones are the most ignorant discourteous people I have ever had to speak with. I have refused to pay for a service I do not want. My service has been disconnectedDesired Settlement: Take off the price of the service I did not order.

Business

Response:

Hello All,

[redacted] Revdex.com has been addressed.

Have a great day!

Review: Money was deducted from my checking account without my authorization using my credit card, when I realized this and contacted the rep from TWC I was advised that it was their error and that the money would be put back into my account 3-5 days. After contacting the back I was informed that there was an overdraft fee of $[redacted] and there would be an auto overdraft charge of $[redacted] daily so I called TWC back and spoke to a supervisor that advised me that the money would be in the bank by Friday. She also stated that she would contact me back the next day and never followed through. Needless to say Friday business day has come and went and TWC has not followed through with their promise after their mistake and once again I have had to contact their office. After speaking again and again to one representative after another and requesting to speak to a supervisor I was transferred to a "[redacted]" who could not "hear me" but I could hear his hold music perfectly fine when he put me on hold for 10 minutes. [redacted] then "attempted" to call me back but could not hear me again (none of the other reps seemed to have a problem at all - you would a supervisor would have the common sense to maybe try another phone). I am seeking some help in resolving this issue. I have been a customer of this company for over 20 years and have never experiences such poor customer service as this. A TWC rep is responsible for running my credit card without authorization I should not be the one having to chase them around to get this problem correctedDesired Settlement: refund and all penalties from bank and Some kind of adjustment to account

Business

Response:

August 4, 2014

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 investigated [redacted] account and has found that when he contacted us to make a payment he asked to update his payment information that was on file with us prior to being transferred to the automated system to process his payment. During the updating process our agent inadvertently placed[redacted] into auto payment with the new information. Additionally, we can confirm that a refund was requested in the amount of $**2.03 on 7/3* and processed on 8/*/*4. Our records indicate that we spoke with[redacted] on 8/*/*4 and advised him that his funds would be placed back on his card within 3-5 business days.

Due to the error TWC is willing to reimburse [redacted] any additional overdraft charges that were a result of the auto withdrawal. In order for us to process this additional refund [redacted] is asked to send us his bank statement showing the overdraft charges as a result of the unauthorized payment via fax to the attention of the Office of the President at [redacted] and we would be happy to expedite the additional refund for those fees.

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

Business

Response:

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

Date that proposal was made: 8/8/2014 ** Description of proposed resolution: We have received [redacted] bank statement showing his overdraft fees. We submitted the information he provided and his overdraft fees of $** was refunded back to his card that is on file. [redacted] can expect these funds to show in his bank with in 3-5 business days. We have attempted to contact [redacted] on the number he provided our corporate office but we were receiving a message that states "this number is not accepting phone calls" with no option to leave a message. Promised completion date: 8/7/2014

Review: Money was deducted from my checking account without my authorization using my credit card, when I realized this and contacted the rep from TWC I was advised that it was their error and that the money would be put back into my account 3-5 days. After contacting the back I was informed that there was an overdraft fee of $[redacted] and there would be an auto overdraft charge of $[redacted] daily so I called TWC back and spoke to a supervisor that advised me that the money would be in the bank by Friday. She also stated that she would contact me back the next day and never followed through. Needless to say Friday business day has come and went and TWC has not followed through with their promise after their mistake and once again I have had to contact their office. After speaking again and again to one representative after another and requesting to speak to a supervisor I was transferred to a "[redacted]" who could not "hear me" but I could hear his hold music perfectly fine when he put me on hold for 10 minutes. [redacted] then "attempted" to call me back but could not hear me again (none of the other reps seemed to have a problem at all - you would a supervisor would have the common sense to maybe try another phone). I am seeking some help in resolving this issue. I have been a customer of this company for over 20 years and have never experiences such poor customer service as this. A TWC rep is responsible for running my credit card without authorization I should not be the one having to chase them around to get this problem correctedDesired Settlement: refund and all penalties from bank and Some kind of adjustment to account

Business

Response:

August 4, 2014

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 investigated [redacted] account and has found that when he contacted us to make a payment he asked to update his payment information that was on file with us prior to being transferred to the automated system to process his payment. During the updating process our agent inadvertently placed[redacted] into auto payment with the new information. Additionally, we can confirm that a refund was requested in the amount of $**2.03 on 7/3* and processed on 8/*/*4. Our records indicate that we spoke with[redacted] on 8/*/*4 and advised him that his funds would be placed back on his card within 3-5 business days.

Due to the error TWC is willing to reimburse [redacted] any additional overdraft charges that were a result of the auto withdrawal. In order for us to process this additional refund [redacted] is asked to send us his bank statement showing the overdraft charges as a result of the unauthorized payment via fax to the attention of the Office of the President at [redacted] and we would be happy to expedite the additional refund for those fees.

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

Business

Response:

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

Date that proposal was made: 8/8/2014 ** Description of proposed resolution: We have received [redacted] bank statement showing his overdraft fees. We submitted the information he provided and his overdraft fees of $** was refunded back to his card that is on file. [redacted] can expect these funds to show in his bank with in 3-5 business days. We have attempted to contact [redacted] on the number he provided our corporate office but we were receiving a message that states "this number is not accepting phone calls" with no option to leave a message. Promised completion date: 8/7/2014

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: 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: 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: I had the advertised cable, phone and internet package installed on Sept.16,2012, which also offered a $150.00 Target gift card for maintaining the service for 90 days. TWC provided a status link by e-mail after confirming eligibility and verification. The 90 days was reached on Dec. 16,2012. Numerous calls to the reward line, 1 888 977-8985, resulted in being on hold for 10 to 15 minutes at a time; the calls were never answered. The end of January, 2013 I went on-line with TWC analyst who said they had the information and the $150.00 card was to be mailed on January 12, 2013. It is now February 23, 2013...no card! TWC continues to offer this package, but makes it next to impossible to contact them. Even calls to the local office are transfered over to the reward line, which is never answered.Desired Settlement: I would like the $150.00 GiftCard as advertised. I met all the requirments for the offer.

Business

Response:

Hi[redacted],

[redacted] Revdex.com concern has been addressed.

Have a great day!

Executive Response Specialist

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] complaint.

An Executive Response Specialist has attempted to contact [redacted] to further discuss the status of his $150 gift card. To date we have not been successful in reaching [redacted] I have provided [redacted] via his answering machine/voicemail my direct contact information, should he have any questions/concerns going forward.

[redacted]’s gift card is in process of being mailed out to his home. The gift card should be mailed in the next 5-7 business days. [redacted] can check the status of his card at the following website which will update when it has shipped to his home: [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. Please do not hesitate to contact me if you have any questions.

Sincerely,

Executive Response Specialist

I asked for a second DVR at my homes instead service men arrived and took all my cable boxes and my internet modem Not what I asked for. The left me with a phone line and they disconnected all my auxiliary equipment and left me with equipment did not work.2 sound w systems and a vcr and dvd wee left inoperable They had to come back to do what I asked for. I had paid an electrician to hook up my own stuff again, This time they gave the second dvr I wanted but disables my smart tv so it would not function. they also disabled the sound system on that tv again. It took me hours on the phone with Philips tv, Boce Sound and Time warner to reconnect everything after their last visit. Now I get my bill and find I have been billed for extra channels I was not informed I have. They never told me I had them or asked me if I wanted them. Every time they send a technician They reck more havoc. and I spend hours on the phone with Time Warner Cable only to find out I am speaking to someone In the PhillipinesVery disappointed in this company have been working on these issues since November of 2014/ This is feb XX XXXXProduct_Or_Service: cable inerernet erviceDesired Settlement I want a call to verify that I will be getting satisfaction form the company and I will receive qualified dependable service. when I need it with no changes to my account and no extra charges.Business Response We were unable to reach Mr. [redacted] today with the phone number that is on the complaint XXX-XXX-XXXX. A woman answers and states he can not be reached at this number and she is on a webinar and hangs up. Therefore a "No Contact" email as been sent. In regard to his complaint a request was put in to remove the whole house capability from his home and swap the dvr. TWC does apologize for any inconvenience this may have caused. A $60.00 credit was applied to the account on 2/19/15. As well as the additional channels that he refers to was also corrected at that time. Thank you

Review: May, 2014 (last year is when the problems began) Time Warner connected cable at my summer cottage in Geneva on the Lake, OH. Unfortunately, the sales rep mixed up my account information with my neighbor's account. This error caused me considerable grief all summer to try to correct. I made numerous phone calls to TWC and it took 5 months, until October, 2014, to get the accounts straightened out, I thought! After last summer, I had no intention of reconnecting cable for the summer of 2015. In April 2015, a different sales rep called me, assured me she was aware of the problems from last year and promised me there would be no problems if I reconnected this year. I was quoted a price for service and said there was no installation fee. Now begins my new problems. when I received my first statement in June, there was a $**.** one-time charge listed. I called my sales rep and left 2 messages inquiring about this charge. Next, I called customer service on 6/15/15 and spoke to [redacted]. She advised me to pay $**.** so my payment wouldn't be delinquent while she investigated the $**.** charge. I immediately paid the $**.**. My sales rep called me and apologized for the $**.** one-time charge stating she knew nothing about it when she quoted me the price for service and offered to pay it out of her own pocket. Is this necessary?? PROBLEM 2: I never received a July statement, but I began receiving multiple daily phone calls telling me my account was past due. How could I pay a bill I never received? I called customer service again on 7/9/15 and spoke to Ken. He assigned me a case number and said he would send me copies of my June and July statements. The 'nasty' phone calls continued. Out of frustration, I paid the disputed amount although I never received an explanation for the one-time charge of $**.** because I refuse to let TWC damage my good credit rating!! PROBLEM 3: Since last year, I have been requesting my statements be mailed to my home address. (Before the account mix-up last year, this was not a problem.) The place of service is a summer cottage. I do not receive mail there and I am not there regularly! The last two times, I was at the cottage, a neighbor had to bring me my statement and mail from TWC. PROBLEM 4: I go to the lake the weekend of July 24, 2015 and my neighbor again brings me TWC mail - delinquent status. I had been told numerous times by customer service agents that the address issue had been corrected. Wrong! How many more times do I have to request that mail be sent to my home/billing address? PROBLEM 5: I go to the lake the weekend of July 30 and there is a disruption in service. Now I'm expected to pay for cable I am not receiving. ALL my phone calls to customer service have been non-productive. I am convinced the agents are trained to pacify the customer, tell them what they want to hear in order to complete the phone call but do nothing to resolve the problem or issue.Desired Settlement: Correction to a credit report, a billing adjustment, a clear-cut explanation of the one-time only $**.** charge, an apology for the inability to correct a billing address, the errors made by your company and inability to correct errors in a timely manner, and the numerous 'nasty' phone calls.

Business

Response:

Time Warner Cable has reviewed **. [redacted] account and escalated her concerns to the agents’ supervisor. The findings of the investigation show that **. [redacted] did not provide her SS # when placing the order but rather her driver’s license #. SS #s are used to run a risk assessment and based upon the results of that a deposit could be required. That process may not have been clearly communicated to her. We have contacted **. [redacted] and explained it to her. A separate bill to address was added to the account on 6/15/15 and the statements will be mailed to the address she provided going forward.

Time Warner Cable apologizes to **. [redacted] for the inconvenience this situation may have caused.

Review: I called and inquired about intelligent home. I was going to have the security system installed in my home, the agent made a appoint for the installer to come to my home on 05/01/2015. Then he told me that the **.** needed to be paid up front. I told him that I did not have the money at that time (this conversation took place around 04/15/2015). The agent said okay and that was basically the end of that phone call. I had at least 2 or 3 other phone calls for payment on the equipment/installation cost of the security system to inform them each time that I did not have the money. So on 05/01/2015 the installer showed up at my home. I was still in the bed and did not hear the door so he called me and stated that he was at the door. When I went downstairs and opened the door the first thing I asked the installer was is there a fee. He replied no. So I'm thinking the fee was waived. Until I got my bill! I saw that the **.** fee has been added to my bill and I did not agree to that. I have called Time Warner Cable several times to resolve this issue. ON 06/02 I called and the first rep I was talking to was helping me then all of a sudden she had to transfer me to someone who basically stated that I'm stuck with the system because it was only a 3 day free trail to cancel. Yet the installer and the web site states that it is a 30 day free trail to see if I like the system. I went into the office with the equipment and the counter representative did not assist me, she told me to use the phone and call to cancel. When I called (this was on 06/03/2015) the rep was helping me and stated that a hardship is one of the reasons to cancel without a termination fee. Then he stated that he had to transfer me to another rep and they told me basically that it was my problem and that I am stuck with the system and if I wanted to cancel the termination fee is [redacted].** (?). Yet on the web site it states that maybe a termination fee will be applied. I chatted with [redacted] on 06/04/2015 at 10:50 the agent was helping me and stated that he would guide me in cancelling the service, then all of sudden again he could not assist me and told me to call 1-[redacted]. I informed [redacted] in the chat that I would be reporting him and filing a complaint with the Revdex.com. So here I amDesired Settlement: I would like to return the equipment and get a full refund/bill adjustment (if not resolved by due date) as the web site states that there is a 30 day trail. Granted I was 1 day past the free trail period and I will be glad to pay for that 1 day or ask that it be forgiven. I am a mother of 3 and only work part time and to open a bill that is over [redacted].** for one utility is not acceptable nor can I afford it. Per there policy there is a 30 day free trail and financial hardship is a reason for termination of the services. I have not paid the bill as of yet it is not due until 06/12/2015. I wasn't asked if it would be okay to add the fee to my bill nor did I agree for that fee to be added to my bill. I will be more than happy to pay for the service fee for the month yet the **.** fee and cancellation fee I am not responsible for.

Business

Response:

Time Warner Cable has reviewed **. [redacted] account. We find that **. [redacted] does not qualify for the Time Warner Cable “Better Guarantee”, as our 30 day money back offer is not included with Time Warner Cable’s Intelligent Home product. While we are very sorry that she is not in agreement with our early termination fee, it will be accessed if she disconnects the Intelligent Home service prior to the end of the agreement she signed.

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