Time Warner Cable

Review: I called to get a price quote from them and now they will not leave me alone. They signed me up for service and had an installation scheduled without my approval. Now they are calling and texting me from unlisted numbers. I have asked them to quit calling and they continue to call anyways. The calls and texts are coming in weekly and this has been going on for more than a month. I just cant' get them to quit harassing me. I have never signed up for their product and have no intention to.Desired Settlement: I would like them to leave me alone. Quit calling, quit texting, just stop calling. I would have asked for free services but since they have never even gotten to that point, I can't even ask for that!

Business

Response:

Time Warner Cable has added [redacted] to our “Privacy Opt-Out” database today March 11, 2014. This will automatically stop us from contacting her regarding any marketing attempts via mail, telephone and email. Please allow 7-10 business days to allow the database to update and [redacted] contact information to be removed from our solicitation list. Time Warner Cable also invites [redacted] to register herself on the national Do-Not-Call registry by visiting http://www.donotcall.gov or via phone by calling (888) 382-1222 if she has not done so already. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, [redacted], Executive Response Specialist [redacted]

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

Business

Response:

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

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

Sincerely,

Time Warner Cable

Review: I am completely dissatisfied with my services from day one. I had issues when we signed up with Time Warner and had to resort to the Revdex.com then to get some sort of resolution. So now I have to do that again. My problem is that my cable service only works maybe half of the time. Cable tv boasts an advantage over satellite because they don't have outages. However, I have quickly found that to be untrue as every satellite service I have encountered has always had better reliability than that of cable tv service. My tv cuts out constantly, with no weather issues. I attempt to bring up the guide and it is delayed sometimes as much as 60 seconds. And then when trying to exit a menu, it minimizes it into the center of the screen and you can see a tv show behind it. I am fairly certain this is not normal. Our recordings aren't always correct, some record and some don't. I signed up because it was my only choice in my residence. And I really think we would have been better off without tv service altogether. That is how crappy it has been. And will be moving soon but will not be moving Time Warner services with me. Satellite it is.Desired Settlement: I pay too much money monthly to only have tv service half the time. There is a reason I am always paying my bills at the very last minute. Because I am being ripped off for nearly $[redacted] per month for crap service. A credit to my account for a month of service would buy a little time but I cannot do this much longer either way we look at it. When is [redacted] coming to my area??

Business

Response:

April 8, 2014

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 escalated his issue to our local Technical Operations Management who has investigated his issue. Our Technical Operations team found that the line that was servicing [redacted] apartment was servicing multiple apartments in his building which may have been causing [redacted] service issues. Our technicians have corrected this by running new lines from the pole to the affected apartments. Once this work was completed out technicians have attempted to reach [redacted] to verify that his services are working properly but our calls have gone unreturned. We believe that [redacted] issues were resolved with the work we have completed but if they were not we invite to contact our technicians so that we may revisit the issue if need be. During our investigation we also noticed that [redacted] has contacted Time Warner Cable regarding his service issues only twice since he began his service and each time the issue was corrected with equipment reboot and has never had a completed service call until this complaint. We invite [redacted] to contact our customer service department any time he experiences a service issue so that we may have an opportunity to resolve his issue in a timely manner. Our customer service department is available 24-hours a day at (877)772-2253. Due to the nature of [redacted] issue and resolution we have issued a credit in good faith for $137.95 which is equal to one month of his current services. 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, Time Warner Cable,

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

Business

Response:

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

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

Business

Response:

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

Consumer

Response:

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

Review: I 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: 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: 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: 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 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: 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 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