Time Warner Cable

Review: Subscribed to Time Warner for cable TV services Aug. 7th. I was told services will connected by 7pm on the 9th. Called after 7 on the 9th. I was told that it wasn't turned on but that it would be no later than 10am on the 10th "guaranteed". Called the afternoon of the 10th. They apologized and said it wasn't turned on but they "guaranteed" to have a tech at my residence between 9-10am on the 11th. When they didn't show, I called again and was informed that I didn't have an appointment. They "guaranteed" that I would have a tech at my house on the 12th between 6-7pm. When they didn't show, I called to have them tell me it was between 7-8pm. At this point, I spoke with a supervisor that told me she would call in an hour to verify installment. She never called. I never saw a tech. The final call was to cancel my subscription. I was told that they couldn't do that at the number I called and referred me to another number that won't be open until the morning. I wonder how that will go?Desired Settlement: I would like an explanation from a senior member willing to provide their name from this company and justify to me why this happened. I have been dissatisfied with companies in the past but never to the point where I actually filled out a statement.

Business

Response:

[redacted] Revdex.com concern has been addressed. 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 Time Warner Cable Technical Representative visited Mr. [redacted] home on 8/13/13 to resolve the service issues experienced in his home, we were able to successfully complete the installation of services to Mr. [redacted] satisfaction. Time Warner Cable apologizes to Mr.[redacted] for the multiple service visits that were not completed or rescheduled without his knowledge. For the inconvenience caused we have credited $92.49 to his Time Warner Cable account. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

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

Business

Response:

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

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

Business

Response:

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

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

The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

Sincerely,

Time Warner Cable

[redacted] Revdex.com concern has been addressed.

Have a great day!

Executive Response Specialist

Review: 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: 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: time Warner Cable will not trun on my cable after I pay it there is someone name for this address it not my wife me and my family live here for 8 year I like to get my cable back on I pay [redacted] to the on wed. 2/13/ 2013 for this address there a bill with someone name [redacted] it not my wife I thing I should not have to paid for someone bill to getmy trun onDesired Settlement: there is no other cable around here

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 Supervisor from our Risk Management Department made contact with [redacted] regarding his billing concern. The supervisor made [redacted] aware of the balances on the accounts that were owed, [redacted] stated that he didn’t know his wife owed a balance and he was informed that she actually owed two totaling $[redacted]. The Supervisor worked out an agreement with [redacted] to pay $[redacted] of that balance which would allow him to have services. [redacted] informed the supervisor he would see what he could do and give the supervisor a call back on Monday February 18th 2013. [redacted] called the supervisor back and informed him he could possibly make the payment in two weeks. Once the payment has been made service will be restored at that time.

Through our Benefit of Services Policy and Procedure, 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. Please do not hesitate to contact me if you have any questions.

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,

Review: I got a "marketing call" from Time Warner offering a) upgrade to turbo internet service and b) phone for [redacted]/month. I was very skeptical, but after discussion I accepted the offer. The caller said she was going to record the offer and my acceptance, and she walked/talked through each service and the cost, asked me to respond "accept" after each component of the offer. Two weeks later, when the Time Warner Cable technician came to install, I was told the price was $**/month. I followed up with TWC's Customer Support line (877 772 2253) - they told me that price - $** for turbo internet and phone - was not valid. I asked that they get the recording of my conversation. They said OK, that they would call back within 2 days. They didn't call back. I called Customer Support again, and after hours on the phone was told that TWC could not access the tape/recording of my phone conversation validating the order/price, that the offer I'd recieved was done by a 3rd party representative of TWC and the recording was not available. TWC refused to honor the $** price they had offered. I'm asking that TSC be responsible for the 3rd party offer.Desired Settlement: Get the recording of the offer they made, and honor the price and services on the recording.

Business

Response:

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

In addition, it is also being investigated why [redacted] did not receive a call back regarding his concern and our findings will be address internally. Time Warner cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

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

Business

Response:

October 28, 2014

Debbie Rodgers

Revdex.com, Inc.

RE: Customer: [redacted]

Case ID: #[redacted]

Dear Ms. Rodgers:

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

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

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

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

Sincerely,

Time Warner Cable

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

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Unfortunately, Time Warner Cable has no control over who could call into one of our call centers at any given time in an attempt to impersonate another individual and verifies all account security information. We do have security procedures in effect when a potential customer contacts our company to setup service they would have to prove their identity, one could accomplish this by going through a soft identify check via Equifax or by bringing identification to a local office. Time Warner Cable confirms that the service in [redacted] name at [redacted] has been disconnected. Time Warner cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Review: I was contacted by phone with an offer of Time Warner Cable Standard Internet and phone service for $29.99 per month for 12 months. Since this was less than I was currently paying for Time Warner Cable Basic Internet, I agreed. Shortly thereafter Time Warner Cable contacted me to schedule the new cable modem. This installation occurred along with the upgrade to the Standard Internet. On the next and subsequent bills the price has been $54.99 for the services for which I was quoted $29.99. Since then I have called Time Warner Cable twice and spoke at some length to representatives. They were unable to resolve the issue. Both times they promised to have someone call back. They did not call.Desired Settlement: I would like Time Warner Cable to honor the $29.99 per month for 12 months that I was quoted. This will require a refund of the difference that I have paid them and an honoring of the $29.99 rate for the remainder of the 12 months.

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Unfortunately, I was able to review the call to verify what [redacted] was quoted due to the call not being capture. However, I was able to place [redacted] into a 12 month promotion with Standard Internet and Home Phone service at monthly rate of $[redacted] which includes tax. In addition, [redacted] account has been credited $[redacted] for difference. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Review: time Warner Cable will not trun on my cable after I pay it there is someone name for this address it not my wife me and my family live here for 8 year I like to get my cable back on I pay [redacted] to the on wed. 2/13/ 2013 for this address there a bill with someone name [redacted] it not my wife I thing I should not have to paid for someone bill to getmy trun onDesired Settlement: there is no other cable around here

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 Supervisor from our Risk Management Department made contact with [redacted] regarding his billing concern. The supervisor made [redacted] aware of the balances on the accounts that were owed, [redacted] stated that he didn’t know his wife owed a balance and he was informed that she actually owed two totaling $[redacted]. The Supervisor worked out an agreement with [redacted] to pay $[redacted] of that balance which would allow him to have services. [redacted] informed the supervisor he would see what he could do and give the supervisor a call back on Monday February 18th 2013. [redacted] called the supervisor back and informed him he could possibly make the payment in two weeks. Once the payment has been made service will be restored at that time.

Through our Benefit of Services Policy and Procedure, 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. Please do not hesitate to contact me if you have any questions.

Review: I pay $[redacted] per month and my internet has been cut off three times in the past two days. I was not able to use my internet because my modem was cut off (not because of non payment or an outage) but no reason at all. I am not getting the speed I should be for what I am paying per month. Since I have been back with Time Warner I have had my particular modem shut off a total of 5 times. I am not happy at this moment but the only thing that can be said is that we will work on the problem and nothing more.Desired Settlement: I would like to have my account credited or I will terminate my services with Time Warner and go else where

Business

Response:

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. Time Warner Cable has reviewed[redacted] account and our Technical Operations team dispatched our Plant Maintenance team to investigate on April 30, 2014. During this investigation this team located an issue with a main cable line within our system that was causing [redacted] service issues and successfully repaired this issue. During the morning of May 3, 2014 our Technical Operations team make contact with [redacted] and she advised this team that all of their services we working to her satisfaction and she is no longer having any issues with her service. As a courtesy, Time Warner Cable has issued a credit of [redacted] to her account which she will see in her next billing statement. 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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Review: I have 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: time Warner Cable will not trun on my cable after I pay it there is someone name for this address it not my wife me and my family live here for 8 year I like to get my cable back on I pay [redacted] to the on wed. 2/13/ 2013 for this address there a bill with someone name [redacted] it not my wife I thing I should not have to paid for someone bill to getmy trun onDesired Settlement: there is no other cable around here

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 Supervisor from our Risk Management Department made contact with [redacted] regarding his billing concern. The supervisor made [redacted] aware of the balances on the accounts that were owed, [redacted] stated that he didn’t know his wife owed a balance and he was informed that she actually owed two totaling $[redacted]. The Supervisor worked out an agreement with [redacted] to pay $[redacted] of that balance which would allow him to have services. [redacted] informed the supervisor he would see what he could do and give the supervisor a call back on Monday February 18th 2013. [redacted] called the supervisor back and informed him he could possibly make the payment in two weeks. Once the payment has been made service will be restored at that time.

Through our Benefit of Services Policy and Procedure, 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. Please do not hesitate to contact me if you have any questions.

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 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 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]