Time Warner Cable

Review: On 1/14/13 I received a letter from Time Warner Cable dated November 13, 2012. Renewal Notice for your Time Warner Cable Price Lock Guarantee package! My new rate was [redacted]. My August 20, 2013 statement was increased to [redacted] or plus [redacted]. I called and was informed that since everyone wanted an increase in internet speed everyone's bill was increased. I told [redacted] the two people I talked to that I did not ask for an increase in the speed of my internet. The answer I received was that's our policy and that on 9/18/13 I would also receive a[redacted] increase in my bill to [redacted]. This is our policy, I was told when I asked what good is your word and your policy when I was told my price would not change until after January 18, 2014. [redacted]Desired Settlement: I want Time Warner Cable to comply with the agreement to me of $[redacted] thru January 18,2014

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 Representative made contact with [redacted] regarding his billing concern. It was explained to [redacted] his monthly rate increased due to his modem increasing from [redacted] to[redacted]. [redacted] was taking advantage of our Price Lock Guarantee package however, that package only discounted all of [redacted] core products such as his Digital Cable, Internet, and Unlimited Phone service. Equipment was not included in the discount package. This disclosure was also included at the bottom of the Renewal letter [redacted] received. At this time, [redacted] made the decision to come out of the Price Lock Guarantee package and go into a 12 month promotion keeping his monthly rate at [redacted] for the next 12 months. Once the promotion comes to an end in September 2014 the customer’s rate will go back to the standard retail rate. [redacted] is not longer locked into any contracts with TWC. 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: Problem with phone service on-going for over one (1) year with many service calls. On approximately 9-7-13 service call-came looked over equipment - said he could not test since service was down at time. This came after waiting until after 2pm on a Saturday. On September 19, 2013, phone lines signalling busy, no calls could be made out and none received. Called for service - phone was out from 9/19-24/13. Repairman came at 4:00-8:30 pm on 9/24/13. Could not locate problem-had all phones disconnected, checked outside box, checked alarm service to no avail. Made appt for repairman to come next day with the intention of checking all wiring to locate what was believed to be a short with one of the INSIDE wires, this after replacing modem and phone still not working. On 9/25/13 repairman came, did NOT check all wiring with equipment to locate short, instead DISCONNECTED wiring on kitchen telephone which had been here for at least twenty (20) years along with DISCONNECTING the telephone wiring in my library, where my computer is located and the wiring I PAID TO HAVE INSTALLED in this room. He DID NOT CHECK THIS WIRING but disconnected it anyway. I had informed the company that my internet was also out for the last three (3) days, which this repairman claimed to repair, but it is still not working as of 9/26/13. Called company again evening of 9/26/13 explaining internet still not working. Told they had an opening and would send repairman out from 7-9:00 pm on 9/26/13. Received call approximately 30 mins. later stating they did not know how a repair order received that late would be on books and could in no way come out that evening and would come ANYTIME I wanted on the next day, 9/27/13. They are scheduled to come on 9/27/13 from 3-5:00 pm.Desired Settlement: I want the wiring INSIDE my house that is causing these problems REPLACED AT NO COST TO ME, I want my telephone wires in my kitchen restored/repaired along with the wiring in my library restored/and if necessary after disconnecting it REPAIRED. I have been without telephone service for at least six (6)days, which is UNACCEPTABLE. I expect a substantial deduction from my Time Warner Bill.

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 Lead Technician made contact with [redacted] regarding her concern. A service visit in the home was completed on 9/27/13 where we inspected the lines and outlets and corrected any issues that were not up to Time Warner Cable specifications. A follow up phone call was also made to [redacted] to confirm the services were working to her satisfaction. [redacted] confirmed all services were working normally and appreciated the quick response to this case. Due to the inconvenience caused to [redacted] we have credited [redacted] to her account. 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 am very pleased with the assistance of "[redacted]" the supervisor who was very pleasant and quickly sent a QUALIFIED repairman named, "[redacted]" who was also very capable and courteous. The matter is closed and I appreciate the prompt response I received from the company upon receipt of my complaint from the Revdex.com. Thank you, [redacted]

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,

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: 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: 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 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: 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 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: 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: I am billed for service I didn't receive. Also called multiple time to solve problem with no action. I am now turned into a credit agency.Desired Settlement: The bill of **.** to be removed. Report to credit agency that there was no past due bill. Refund of **.** that I pains when I picked up receivers

Business

Response:

Customer: [redacted]

Case ID: [redacted]

To Whom it May Concern:

Time Warner Cable apologizes to**. [redacted] for any inconvenience this situation caused. **. [redacted]' former TWC account has been corrected to reflect an accurate balance. **. [redacted] now has a credit balance on his current account of -$**.**. Collections has been notified to remove any previous outstanding debt.

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 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 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 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

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

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

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

Review: I have bundled cable TV, internet access, and local phone service through TWC. I am being charged monthly for NBA and NHL season viewing passes that I did not order. TWC will not remove the charges, and will not cancel/modify any of the bundled services until the completion of the NHL and NBA seasons, when the viewing passes expire. In effect, even though I no longer wish to do business with TWC, they are insisting I continue paying $[redacted] per month for services I no longer use and no longer want. I imagine one could receive better customer service from the Mafia, or possibly a tribe of cannibals.Desired Settlement: Stop charging me for these services.

Business

Response:

March 18, 2015

RE: Customer: [redacted]

Case ID: #[redacted]

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

The results of the investigation show that on 12/01/2014, the programs in question were ordered by someone in the home using our Impulse Upgrade Functionally. This allows customers the capability to use their remote control to upgrade their TWC level of service on screen rather than calling in to speak with a customer service agent. Time Warner found no errors with the order and has denied any refund for the packages.

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 you expect and deserve from Time Warner Cable.

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