Time Warner Cable's New York City Region

Review: TWC added and/or failed to remove an internet modem after I returned it. They can see in their system that I am only using one modem, which I purchased myself on January **, 2013. Yet they have been charging me about $12 each month since then (21 months at $11.98 plus tax). They refuse to "look back" farther than 6 months and claim that I should have reviewed my bill more carefully. I never had 2 modems, since they started charging for modems I purchased my own. I believe they snuck this modem on my bill hoping I wouldn't notice and now they've stolen almost $275 from me.Desired Settlement: Full billing credit back to January 2013 for these non-existant modems they've been charging me for.

Business

Response:

Credits totaling $290.00 have been issued for the billing error.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I called TWC's call center on 6/* to tell them I'll be closing my account due to moving for a different state. I closed my account and returned my equipment on 6/**. My billing cycle (billed and payed in advance, as is usual with TWC) was 5/** to 6/**. So I paid $163.26 in advance, and was supposed to get a refund of around half the amount (~$81.63) plus my deposit fee ($25), total of roughly $106.63. Initially I was sent a full bill for the month of July as well, as if I never closed my account. Then a credit appeared on my account, but only for the amount of $26. I called the call center and tried the online chat help, and 6 different conversations with 6 different representatives resulted in 6 different credit amounts that they claimed I'm supposed to receive, anything between $4.92 and $104.97, and only one of them had a reasonable explanation to their amounts. Adding, subtracting, multiplying and dividing numbers to calculate my credit for half a month should be easier, not take as long, and have a single simple reasonable answer. I would really want to get my money back, and I would like to make sure TWC's calculation makes sense.Desired Settlement: I would like a refund for the period between 6/** - 6/** plus my deposit, and I would like to see a convincing breakdown of the credits, in a timely fashion.

Business

Response:

[redacted] has apologized and is taking the proper internal action to expedite his request. However, TWC cannot guarantee an exact time under 4-6 weeks.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not yet received my refund, and I have not yet received a breakdown of the calculation of the refund (number of days refunded, daily refund amount, amount of equipment deposit). I'm still waiting on both. I will be happy to declare the matter resolved once I get both.

Sincerely,

Business

Response:

TWC does not believe they can reach a resolution as the customer is basing their conclusions on numbers arrived at independent of TWC's. TWC respects the customer's right to interpret their account billing, however, when their is a disagreement TWC cannot alter their records to concur with the customer's.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# 10719942, and have determined that my complaint has NOT been resolved because:

TWC needs to explain how they arrived at the amount they returned to me:- number of days refuned- amount refunded per dayOther calculations are not acceptable since they can not be checked and verified by anyone.

Sincerely,

Review: Time Warner Cable has been providing inferior DVR's for the past 6 months. In September, I visited their Broadway, Manhattan location 3 times before they finally gave a working DVR that I could use. That DVR "died" on Saturday, February **, after 5 months of substandard service (the box froze constantly, needed rebooting several times a week, and twice deleted all stored content). I called them to complain. They said I could stop by their store on Broadway in Manhattan anytime to pick up a new DVR. This usually involves waiting 3-4 hours. I went their Tuesday February ** at 8:30 a.m. and after a 30 minute wait, the customer service rep gave me a new DVR. I told her that this was the wrong DVR, that I wouldn't be able to connect it to my TV, and I had been through this 3 times before in September in 2013. She replied, "sorry, this is the only DVR we have. if you have a problem, come back to the store." I also told her the connecting wires she gave were "high def" wires and wouldn't connect to my router. She said, "if you have a problem, come back." I asked if I would have to wait on line again, she said yes. There was no proffer of assistance or concern about customer satisfaction, which has been the hallmark of TWC's customer service in the past.

I went home and tried to install the DVR and, as I suspected, it would not connect to my router or TV. I called TWC three times. The first 2 times, I was told there was nothing they could do, they could send a service technician to my home, but the earliest date would be Monday March *, and they would charge me $40 for the visit. I complained that it seemed unfair that I should go without cable service for a week, and also have to take time off from work (which I won't get paid for) to wait for their technician. They would not offer me an earlier appointment, or one in the evening, for another month. They have called me 3 times to confirm this appointment, which I was told was for 4-5 p.m. when I scheduled it. Subsequent robo-calls confirmed the appointment time for "2-3 p.m." Since I can't confirm the exact time, I must stay home Monday afternoon between 1:30-6 p.m. and lose pay for 6 hours of work (@ $27/hour). I have been a TWC customer for 22 years and have never had a complaint to date. However, now that they are providing substandard, broken or "reconditioned" equipment that simply doesn't work, without an installation guide, and then telling customers they have to wait for installation service that we must also pay for, seems ridiculous and unfair. I have no cable service, nor does my phone or internet work, and I am paying $200/month for their "triple-play." They offered me a $2.00 refund for a week of no cable service. I also went to their website to download the manual for installing the DVR box they gave me (Cisco), but there was no manual for the model they gave me, so I could not complete the installation myself, or figure out what was wrong.Desired Settlement: I want at least a month's refund for my bill ($200.00), which is approximately $200/month, since I have lost $$ from work over this. I also want a refund of $20/month for September, October, November and December 2012, and $20/month refunds for January and February service interruptions caused by faulty DVR equipment. They also need to guarantee that the equipment they will provide in the future will work.

Business

Response:

$109.63 (1 MONTH VIDEO SERVICE CHARGES) ISSUES TO ACCOUNT IN

REPLY TO CASE FILED WITH THE Revdex.com.

Review: I purchased the MLB plan from Time Warner Cable at the beginning of the baseball season. The woman I spoke with on the phone was warm and friendly. She assured me that I could break the $200 charge into 4 payments of $50 each month. The first bill I received from TWC asked for the $200 to be paid in full. I called and was told that the woman that sold my the package checked off the one time payment box of $200. After fixing this mistake, I was told to pay my bill plus approximately $50 extra dollars. Payments 2-4 would be $213.90 apiece. This would cover the whole payment for the package over 4 cycles. Well, the next bill came and said I was 30 days past due. They absolutely did not fix my bill and demanded I pay in full. I called again. This time they assured me they would fix my record to break the payment into 4 payments. Guess what...I just got my cable bill from TWC and they still haven't fixed the glitch. They are demanding full payment and continue to state that I am 30 days past due. This is a sick company that doesn't follow up on their promises and they have no conscience about me and my credit rating. I'm sick and tired of this runaround and I'm filing a formal complaint. I will pay the bill in full now, because I don't want them to cause me anymore trouble or heartache. But they are pathetic and seem to subscribe to the practice of continually lying to their customers. Shame on them.Desired Settlement: If they have reported my to any credit agency, they need to fix it immediately. I wouldn't mind an apology from someone that represents TWC. I wouldn't mind a free month of service either. I've spent a total of an hour on the phone with a TWC rep a total of 3 calls. It's just ridiculous

Business

Response:

On 7/*/15 Robert R[redacted] left a follow up message offering to apply a courtesy and requesting a call back to discuss. Issuance of credit is contingent on customer contacting Mr. R[redacted].

Review: The source signal provider does not have enough ports to distribute full signal to each unit, so three, sometimes four units are sharing a full signal rather than having their own. Some units are being put on second and third splitters. I have seen this and been told by two technicians this was the issue and that TIme Warner needs to come and regut the box and put enough sources for each unit.

I've have technicians come three times, and my signal gets split off onto a second or third splitter every few weeks. Every time I call TW, they say how the issue hasn't been escalated and is resolved. The issue isn't resolved because every time I have a technician come it's the same issue each time.

I would have already gone with another service, but since TWC is basically a monopoly I don't have an other non-contract options to have a cable service provider.Desired Settlement: I'd like the issue to be resolved completely.

Credit would be nice, but more importantly people are getting robbed by being provided poor service and being trapped with one option.

Business

Response:

On 7/**/14 [redacted] confirmed with the customer that the HSO service is working to his satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I'm not willing to say that this has been fixed yet. They were unwilling to come out and replace the source box as I requested, but my service has not been compromised due to no technicians coming out and switching my service to another splitter yet. My service has been fine since the last issue, but i'm not ready to say the issue is resolved until they've either come out and replaced the source box and/or two my service has gone without error for another month.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC understands customer's concerns. If more service issues are observed we ask that he call [redacted] at ###-###-####.

Review: I was informed by Time warner to upgrade my internet modem for free and the company promised an increase from the current speed of 15 mbps to 50 mbps.

Later on, I found out that:

1) The modem upgrade was not free. I was charged extra monthly for the modem lease. There was no information regarding the fee. In fact, I was mislead into believing that it was a free upgrade offered to long time customers.

2) The speed dropped dramatically from the original 15mb. The current speed is anywhere from 3 to 9 mbps depending on the day. A quarter of the original speed! Why on earth would anyone pay more money to get a slower internet speed.

Last Result:

Download Speed: 3937 kbps (492.1 KB/sec transfer rate)

Upload Speed: 5029 kbps (628.6 KB/sec transfer rate)

Latency: 26 ms

Jitter: 144 ms

12/**/2014, 11:42:16 PM

Last Result:

Download Speed: 5500 kbps (687.5 KB/sec transfer rate)

Upload Speed: 5262 kbps (657.8 KB/sec transfer rate)

Latency: 15 ms

Jitter: 64 ms

12/**/2014, 11:43:29 PMDesired Settlement: As a long time customer of the company, I am deeply disappointed in this type of business practice by Time Warner. I request Time Warner to refund the extra charges on the modem lease and reinstate the 15mbps speed that I had.

Business

Response:

12/**/14 I SPOKE WITH CUSTOMER WHO ADVISED ME THAT HE IS WORKING IN N.J. AND COULD NOT SPEAK WITH ME TO ADDRESS HIS BILLING CONCERNS FILED WITH THE Revdex.com, HE REFERRED ME TO SPEAK WITH HIS SISTER AT (###-###-####) WHERE I LEFT A VOICE MAIL ADVISING THAT STANDARD INTERNET WAS REDUCED FROM $57.99 To $34.99 FOR 12 MONTHS, IN ADDITION A CREDIT INCLUSIVE WITH LATE CHARGES TOTALING $24.30 WAS APPLIED TO THE ACCOUNT, TWC CONSIDERS THIS MATTER RESOLVED..

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for your response. However, I did not receive any call from TW and do not know the phone number you left message for. I think you contacted a different customer. Please contact us through ###-###-####.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

ON 2/*/15 I PERSONALLY CALLED THE "REACH" NUMBER ###-###-#### AND LEFT A MESSAGE, VOICE MAIL (AT 11:09 AM). TO DATE THERE HAS BEEN NO REPLY.

Review: I was approached by a time warner rep named [redacted] ID#[redacted] he told me by switching to them I would receive a $300 pre paid card. I spoke to a manager [redacted] He stated it would only be $100 but I cant get that I paid my first bill late. I never received a bill in the mail not even til this day and was late paying the first bill trying to figure it out when and what to pay which [redacted] also lied and stated I would be paying $120 a month. This is a scam, a set up by time warner to get people to switch. THIS IS WRONG!!Desired Settlement: Pre Paid card for $100

bill adjustment

Business

Response:

TWC regrets the difficulty the customer described. A rate of $79.99 plus $10.25 (for the converter) is being offered for the primary set, the lowest rate available. Of course, if customer does not honor the terms of the gift card agreement (and pay on time for the first 90 days) they do not qualify for a gift card, regardless of the amount.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They get people to work for them on commission and they make promises to the consumers that they don't want to meet In my case they never sent me a bill so how would I know when my bill is due. I was told $300 but even if I was able to pay my bill on time I was never told that would be the only way I would get the gift card that became $150 after I asked about it. They also claim the rep on the phone that told me I would get the gift card and bill adjustment was the same person but no name on file.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC's terms and conditions are clear and customers are advised of such terms at the time installtion is arranged. TWC's position remains unchanged.

Review: I signed up for Time Warner's 50mbps internet service months ago. I recieved a flyer a couple of months ago talking about a network upgrade. My internet was soon going to be 100mbps instead of the 50 I was currently receiving. I never really payed attention afterwords, as my internet was already pretty fast at 50.

This week I received a flyer in the mail informing ME with MY address, that I have been upgraded again, to 300mbps. As an IT professional, I quickly decided to run a speed test. It turns out my service was still at 50.

I called TWC as soon as I found out. The tech support guy seemed a little baffled as to why I wasn't receiving the proper service. He didn't have a clear answer, and asked that I call my modem's manufacturer to see if there was a firmware upgrade.

Nope, but I'll get back to that in a moment.

After my tech support, I was transferred to billing, to be adjusted since I wasn't receiving the proper service speed. They offered me a month adjustment, since I had just notified them of the problem. I demanded to speak with a supervisor, but they didn't have one. The agent said that supervisors come in later, and will call me back later that day. I didn't receive a phone call.

They called me back the following day, I spoke to an incredibly rude supervisor who either didn't have all the information, or was too unaware of how time warner provides service. The conversation escalated, and ONLY offered to have tech support call me back. I already did that, and they couldn't figure it out. As an IT pro, I have also evaluated the equipment and connection, and can verify the proper speed isn't coming from TWC.

They also had no idea when and where speed increases were supposed to occur. They originally told me I wasn't supposed to get 300mbps, which is what is on the official TWC document I have in my possession claims I have. Now. Presently. They told me I should only be recieiving 100, WHICH IM STILL NOT GETTING.

Time Warner Cable believes that it is OK to lie to their customers. They don't offer 300mbps, or even 100. Their tech support wasn't able to help me, and the "supervisor" I spoke with got a promotion to supervisor without anyone evaluating her technical ability or knowledge of time warner products and systems.

Now I'm stuck with 1/6th the speed advertised, and 1/2 the (fake) speed the agent told me I should be getting. This company is clearly fraudulent, and not willing to compensate me for their errors, which are STILL unresolved.Desired Settlement: I'm not receiving 100mbps, or even the 300 [redacted] number they told me via the mail.

I get 1/6th that, and I should only pay for that level of service. They seem to keep telling me I didn't report it soon enough, but does the average consumer check the speed of their top tier service? I'm an IT guy with a client list of full of people who don't know what a speed test is, or how to read it. Very few consumers have the knowledge to test and challenge the speed claims.

If I knew TWC was screwing me over sooner, I would have said something... unfortunately they continue to lie and cheat me.

TIme Warner, I am NOT an it. I am an IT pro you will not screw over.

Business

Response:

5/**/14

Customer was advised speed was

upgraded in May, 2014. Issued one month

($67.08) credit for the difficulty.

Customer accepted.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner did give me a bill credit, but have yet to offer the service. They said the speed increased in May, which is false. The rep who gave me a bill credit was supposed to follow up and didn't. He had stated via the phone conversation, which they record, that they should have done the updates and isn't sure why speeds haven't increased.

I am still at 50mbps, and paying for 100... Thanks for nothing, Time Warner.

They are advertising and billing for a service which does not exist. I have also notified the Federal Trade Commission.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC's field staff noted services are working within guidelines. They did observe a possible issue with customer's equipment which may be impacting the speed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution wasn't a resolution at all, and very inaccurate. I had to rent the

Time Warner version of my modem to get anything to work properly, and I am still not receiving the proper speeds.

Since I cannot afford a legal battle over this issue, and that Time Warner continues to make false claims via Revdex.com, I am done.... Time Warner Cable is evil and never to be trusted. If they didn't have a monopoly, I would switch providers... but I don't have that option.

Time Warner Cable is hurting America.

Sincerely,

Review: Time Warners Cable lost my $50 dollar payment through my bank online payment, and they expect me to send them a fax with a bunch of information when it is their job to find the payment not mine. I don't have a fax or anyway to do so. This is creating a problem that I don't need. Time Warners do not pay me nor do they compensate me for this, so they need to do their job and find the payment not me since my bank shows that they have been paid.Desired Settlement: They need to find the payment and remove the late fees and if they can't they need to offer me 2 months free for my troubles and sending them all of this information that they're requesting because time is taken from my busy work day searching for a fax. Thanks for your assistance.

Business

Response:

On 6/*/14 TWC's Banking Services Department verified and applied the $50 payment in question. Two $8.50 late fees have been credited, as gestures of goodwill.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It makes no sense that Time Warners Cable of New York would lose my payment than say that they have credited my account two $8.50 late fees for a problem they created. I guess Time Warners Cable wanted free money, but I don't have money to give away. The company should of at least apologize for what they did not say we found your payment and applied it than we credited your account two $8.50 late fees as a gesture of goodwill, like they are doing it out of the kindness of their heart, which almost made me laugh to hide my anger. The customer service of Time Warners Cable is horrible to their customers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: It took weeks from when I first paid for internet for it to begin working properly, and that only lasted for a couple weeks before it failed entirely. The customer service experience has been the worst I have encountered in my life.

Representatives hung up on me when my problem proved difficult.

Representatives placed me on hold and never picked the phone back up.

Representatives repeatedly transferred me inappropriately so that I would become someone else's problem.

Representatives on two occasions transferred me to invalid numbers.

Representatives told me that they could not refund me for snail-paced internet because they didn't intend to give me slow internet. (I pay for 70 MbS, I get less than 5MbS).

A representative told me that the only day that a technician could come was a week from that day. I told him that I would be out of town that day, and that I could not go a week without internet, and his solution was for me to call Time Warner every day to ask if they could move up my appointment.

Representatives lied to me: one claimed that the company did not offer technician service after 5pm, which resulted in me taking unnecessary time off of work. When I got there, the technician told me that they do offer this service, and that due to an oversight on the part of the representative, he wasn't even prepared to fix my internet at that time. Another representative told me that he had resolved my issues remotely, and that I should have full internet in about an hour. When I called back later, I was told that my account was on hold, and that representative conducted tests that showed that Time Warner did not even have an active cable going to my apartment.

All said and done, I wasted at least ten hours on the phone with time warner, and I still don't have consistent internet. I need access for my livelihood, and I have needed to stay away from my apartment for that reason. Time Warner is never willing to schedule a technician less than a week in advance, which means that I am still suffering from serious problems after a month in my new apartment. Furthermore, my job performance has been suffering, as I am consistently pulled away from home, need to call TWC constantly, and I am unable to work from home.

It is outrageous that this company still has not taken action to fix my problems once and for all. I am being quoted times a week or more in the future for them to resolve this issue, despite the fact that they have been saying that for close to a month. Their representatives refuse to expedite my service requests even after I explain the history.Desired Settlement: Time Warner should fix my internet, and compensate me for the time they have wasted. Assuming I have spent 10 hours on the phone and used 3 vacation hours, based on my hourly pay they have cost me $572. Furthermore, I have needed to stay away from home at least 7 nights since moving in (this is a conservative estimate), which is worth $455 based on my rent. So, my total loss due to this company's ineptitude and dishonesty is $1027. This does not include time I have spent in chats with TWC while at work, or time at home dealing with technicians that failed to solve anything.

I understand that cable setups do not always go smoothly, but a more competent company could have resolved this in less than a day.

Business

Response:

Closed based on no response from customer (an email was sent and a voice mail was left) and action taken on account. [redacted] sent a contact/closure e-mail. Two credit of adjustments of $69.99, the equivalent of two months of his TWC internet service, appear on his billing statement of 6/*/14.

Review: I set up a date to install Internet at my apartment with TWC on September *, 2013. Over the phone I was quoted at $64.32 for the first month's installation, service, other fees, and taxes. I paid that by phone exactly. A bill came in the mail less than a week later saying I stilled owed $10.00 for the first month's payment. Nothing enumerated on the bill cost exactly $10.00. I called customer service to explain that I had paid the specific sum of $64.32 under the impression that that was how much the service would cost and that nothing on my bill indicated a $10.00 fee. I was told that there was a miscommunication but that I would have to pay the $10.00 anyway. I argued that I was sold this service at a specific price but was told that I would still have to pay. I was quoted a price, services were rendered, and a different price was sent to me. TWC refused to resolve the issue.Desired Settlement: I would like the $10 taken off my bill.

Business

Response:

ACCOUNT HAS BEEN UPDATED, NEW RATES ($34.99 FOR 12 MONTHS) VERIFIED. CREDIT OF $10.00

ISSUED ALONG WITH $19.99 (TO OFFSET DISPUTED RATES AND INSTALL

FEE) TO RESOLVE CASE FILED WITH THE Revdex.com.

Review: I was promised when I started services with TWC, that we were eligible for a $100 Gift Card. After starting our account, I emailed our account rep and he informed us we will be eligible in 6-8 weeks. I emailed the account rep back 6 weeks later, and he sent me an inactive link after several attempts at contact. This pattern continued, he will only respond every few emails. Even now I am not receiving a reply, and I am unable to receive my $100 Gift Card that I was promised by the Account Rep (I have the email chains to show his advertised claims).Desired Settlement: I would like the Gift Card that I was promised, preferably more now since I shouldn't have to spend so much of my time chasing and fighting for something that was promised to me.

Business

Response:

On 11/*/14 customer accepted a credit of $100.00 on his cable account to resolve the matter.

Review: Time Warner Cable started to bill me for Showtime and an additional cable box, (without my permission, or knowledge). When I noticed this increase in my bill, I called customer service, on Feb **and spoke to [redacted], she said she would take care of it, give me the credit due, and she said it would be reflected in the next month's bill, and to hold off on paying the February bill. The next bill did not have any credits or corrections,,,, so I spoke with [redacted] on March **, she said she would call me back but did not. So, I called back and spoke to [redacted], also on the **. [redacted] saw the credit issue was still unresolved but she was able to resolve it and I paid the remaining portion of that February bill by credit card that day. Unfortunately, the next bill still was not correct, did not reflect the credit card payment, and it still had a charge for an additional cable box. Again, I spoke to someone about the bill, [redacted], I believe, on March ** and I also told him that I was not getting any internet service. [redacted] helped me get a service appointment, but the next one was in 10 days!, ( but I would get a credit for 10 days without internet). He directed my call to someone else and I asked for an up-to-date bill....I received two old bills, from January and February.I am still waiting for a corrected bill, having spoken to four or more customer service representatives, all to no avail.I sincerely hope you can help me resolve this situation.Desired Settlement: I would like to have a corrected bill, and I would like the above complaint forwarded to someone with knowledge and authority at Time Warner and get some type of response from him or her.

Business

Response:

Account has been corrected and a message was left in follow up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I contracted with Time Warner two weeks ago for internet, phone, and TV services. They came and installed the connections for the service, while doing that one of their sales agent [redacted] came to the door and offer a better deal that include alarm system. I was told to cancel the current installation and he will have Time warner reinstall the whole system again on Monday. After several appoints and numerous phone calls that lasted hours at every call, the internet, phone, and TV is installed and working today 10/**/14, however there is no alarm system. I just bought this house and because of time Warner's inability to perform according to contract I could not stay there. I had to stay at my uncle's house in meanwhile and paying him to stay there. How funny is that that I have a home and can't live in it, and pay someone else. Now I have to schedule another appointment for another day. This is unacceptable.Desired Settlement: I need this fix now and time warner needs compensate me for the time spent on making appoints that they fail to meet. They also need to be more professional when dealing with their customer. Stop disconnecting customers who called in with concerns, eliminate the long wait hours on the phone. Have professional staff that knows how to handle a customer's problem and not transfer the customer from one department to another for resolution and eventually disconnect them. Be more professional

Business

Response:

On 10/**/14 [redacted] apologized, issued a $50 credit and noted the alarm system is not compatible with wireless.

Review: Since July of 2013 I was over charged for equipment and tax and fees that I was suppose to not get charged for. I have contacted them many times to get the money they over charged me credited back to the account. The credit for $157.46 was just for the double charge of the equipment not the tax and service fees. It has now been 4 months and sill giving me the run around that it will be applied to the next month or that it will take 7-10 business days, and to no avail no credits has been applied. I have live chat logs and screen shots of some of the conversations as well for evidence.Desired Settlement: I would like to have the money that I was over charged mailed to me via check so I know I get it, Plus I want it to also include the tax and service fees that charged me as well. The amount they were gonna refund was just the equipment they double charged me. Nothing about the tax they over charged me and the service fees they over charged me. So if you take all that into account it is like close to $250-$300 dollars.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I signed a 3 year contract with Time Warner Cable Business Class back in 12/**/13, which is approximately only 9 months of service so far with them, and I am having the worst internet and phone service. I have called at least a minimum of twice a month being put on hold for more than 20-30 minutes waiting for customer service to diagnose internet problems, or constant dropping of calls. I was promised 50mbs up and download speeds, when I currently get barely 10mbs up and down during the day, which I need the internet speeds to run my business. All these numerous customer service calls include dropped calls while have been waiting for more than 20 minutes and then I have to call again and wait another 20 minutes until I get to talk to someone. Then they want to run tests on my account which take another 20 minutes, and they tell me on their end there is nothing wrong with the connection. Then ask my restart everything I have to shut down over 10 computers, restart the routers and modem and then wait another 20 minutes for everything to come up. Then the internet workings somewhat normally and operate a little bit faster, and then they say they will monitor my account for the next couple weeks. Yet right after I hang up the phone literally the internet drops back to the normal 5mbs or less. The service is getting ridiculous having to waste my time to constantly call to make sure my service is running/operating normally. I waste almost 4-6 hours a month just having to call and try to get my service to operate normally. That is not what I signed up for, when I signed the contract. They promised me speeds and great telephone service. Now I am wasting my time when I should be focusing on my business, I am focusing on my internet/phone service. Also, they never offered to reimburse for any service loss, which happened multiple times this past summer, when their entire network was down. We lost about a days worth of work, no phones and no internet. Then I am getting fed up with Time Warner Service and I call them about canceling since they are not agreeing to our contract by providing me with good internet and phone service they tell me that the cancellation fee is however many days is left in my contract times a percentage which would be well over $3000. I was furious as soon as I heard this from customer service and they seemed so happy about that they get to keep a customer, because who is willing to pay that kind of cancellation fee.Desired Settlement: In the end I want them to terminate my contract, as I do not have anymore time to constantly call them to try and fix our slow service. I would like to get out of the contract immediately and go with another provider asap. This is time and money wasted for me.

Business

Response:

[redacted] spoke with customer on 10/*, they will follow up the week of 10/**/14.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I spoke with [redacted] from Time warner on 10/*/14 around 4:38PM regarding our situation. He told me that our cancellation fee would be approximately $1243.03, but it is still on the high side. I wanted to see if they can lower it a bit more whether it being $100 or $200. They offered to come fix the equipment, but I honestly do not thing it will solve any problem, as they swapped equipment previously and still haven't really done anything. I am still awaiting my partner to decide what we are going to do as far as canceling and moving towards another service provider or having them come in and swap the equipment and try to fix the problem.

Review: I was told by Time Warner Cable before they could help me they had to check to see if I paid my bill before they could help me, I informed them the bill is paid automatically through my bank. I was then put on hold three times for over an hour before a representative was able to help me.Desired Settlement: This is horrible customer service.

Business

Response:

On 4/**/14 [redacted] verified that the services were working and all concerns had been addressed.

Review: I previously had access to "over the air channels", such as [redacted], [redacted], etc, on my TV. At the end of 2013, Time Warner Cable transitioned to all digital in the NYC market and sent me a flyer in the mail as well as e-mails saying that I needed to have a digital converter box in order to have continued access to these channels. My TV is no longer capable of picking up the channels, because my antenna can not break the encrypted broadcasting TWC uses. It took me two orders to finally get the digital convertor box. When I set it up it said I need to call in to have it activated. Upon calling, I was informed that I needed to sign up for cable service. The TWC website lists nothing about increased charge for service and in fact advertises the boxes as free. Why should I have to pay additional money for access to the public over the air channels? Additionally, why would it never be communicated to me that it would change my service? When I called to place my order to the box, the [redacted] had my account pulled up. Also, why would TWC advertise the box as free? [redacted]Desired Settlement: I want my convertor box set up with access to the over the air channels without an additional charge on my bill. TWC is already trying to raise my internet price to $70 a month.

Business

Response:

3/**/14

I CALLED CUSTOMER TO ADDRESS HIS CONCERNS FILED WITH THE [redacted]. I LEFT A MESSAGE ON HIS VOICE MAIL ADVISING HIM THAT HE DOES NOT NEED CABLE SERVICE TO VIEW BROADCAST CHANNELS, HE WAS ADVISED THAT HE COULD VISIT ANY TWC OFFICE AND GET A DIGITAL ADAPTER AT NO CHARGE (UNTIL 1/**). I LEFT MY CONTACT INFO FOR ANY ADDITIONAL QUESTIONS OR CONCERNS. [redacted]

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner's response fails to note that I called them back. They did not address the false advertising of their digital convertor box. Additionally, the [redacted] was unsure of what device I should purchase to get my channels back. She suggested I buy an antenna. My TV has a built-in antenna, it was a new high-end HDTV, that used to be able to pick up all public airwaves, but now is unable to. Time Warner doesn't know how to fix my issue and engaged in false advertising to trick me into signing up for cable. I was sent multiple different communications (mailings, emails, etc) telling me that I must order a digital convertor box to keep getting my public air-wave channels. TWC knew I did not subscribe to their cable service, but continued to send the communications. Only when I attempted to activate the box did they inform me that I needed to sign up for cable.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My TV (a brand new HDTV) has a built in antenna that is only able to pick up one channel after Time Warner's NYC digital conversion. TWC certainly engaged in deceptive advertising. I was blanketed with mailings, emails, etc saying I needed to order a digital converter box. The message was "if I wanted to continue to receive my picture, I needed to order a "free" box". Why would TWC send me these mailings if they knew I did not have a cable package? After attempting to order the box online, I called into customer service. The [redacted] that placed my order for the box never informed me that I would need to add a cable package. He saw my account and I said I needed the box because of the digital conversion. If TWC is now saying I need a digital turner, why did they send me a digital converter box and not the turner to begin with? It seems TWC is interested in tricking me into signing up for cable. I only became aware that I would "need" to add a cable package after I attempted to activate the box. I've attached the FAQs section regarding TWC's digital conversion on their website.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

If customer's TV set has a built in decoder he need not subscribe to TW Cable if he objects to our policies. He is free to purchased a digital antannae for over the air reception. TWC now requires a converter or ditgital tuning adapter to receive services.

Review: Hi,

(all the amounts below are excluding taxes to make it simpler)

I originally wanted to subscribe for the extreme internet package with time warner cable which costs 65 usd /month. Because my building has been refurbished entirely and the addresses were new, I had to deal with a special sales representative: [redacted]. I was told that there was a special promotion and that I could add the TV for 20 USD/month extra all inclusive. My mistake was to say yes... The engineer did not show up 2 times in a row and came the third time. (I had to leave work early in all cases, for nothing, and was not warned the guy was not coming). I obtained a 50% discount on my first bill because of the appointments mess up. I got all that in email written from the representative. By the [redacted] of July, I had my installation done, it seemed to work, apart for the internet problem I describe below (see last story of this complaint)

When the 1st bill arrived end of july I was charged 125 USD! I tried to call [redacted] straight away // email. No answer obviously. After one week I called the customer service, explained my situation to one representative, then a supervisor. I forwarded all the emails. As a gesture of good will I paid my 1st bill expecting the money to be credited back quickly. I was told my problem would be solved.

To make it short, after 2 weeks of wait, emails / calls to [redacted], to customer services reps, to supervisors, I managed to get my bill correctly amended and I decided to remove the tv service. To only keep the internet package I wanted at start.

Let me emphasize on the fact that I probably explained my problems to 10 different people at time warner cable, each time leading into time wasted on my side, hours of phone calls. Among those calls, I have not been believed whereas I had everything written down in emails; in other words, I was called a liar. I offered to forward the emails to one of the supervisors who said I could not do it because I could send her a computer virus (!!! It would not be sad for me it would be funny)

This was money stealing. Advertising a package and then counting on the customer to give up to charge him more. The customer service answers to this problem was lame – but I manage to get the billing sorted.

After that, I started trying to solve the other problem I had: My wired internet connection was dropping (modem rebooting, not being stable). I had a technician to come who said it was my modem’s fault. I contacted the modem customer service who said the upstream signals were not strong enough. I had another superior technician to come who agreed that the upstream signals were defective in my building. That was 3 weeks ago. Since then nothing has been done. And that was another 3 hours of my life wasted on phone calls. I am basically paying for a service which is not provided. I want to file a complaint because I cannot waste my time anymore with them. I have a life and a job to do.Desired Settlement: I want the following outcomes:

- I want my internet connection to be working properly.

- I want the fault that has been revealed by the TWC technician to be solved.

- I want to be charged 0 USD until this problem is fully solved. This means I want all the money I have been paying on my account to be credited back to me and I want to be billed 0 USD until this problem is solved.

- I want a discount on the future bills after this has been solved, if they want to keep me as a customer otherwise ill switch service.

Business

Response:

9/**/13 I LEFT A MESSAGE, VOICE MAIL, HOME NUMBER (AT 3:55 PM) NOTING

RECEIPT OF Revdex.com FILE, ALSO NOTED WE HAVE CONFIRMED THE SERVICES

ARE NOW WORKING WITHIN GUIDELINES. I REQUESTED A CALL BACK. NO REPLY.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As you can see on the screenshot attached to this file, the four upstreams channels receive a power which is lower than 35.

This is what has been causing the connectivity problems on my modem. This has been agreed to by my modem manufacturers and TWC themselves after a visit of a technician who said there was a problem in my building.

It's been more than a month now. Happy to schedule another technician visit (tier 3 technician which is the highest skill level technician) after 4pm or on a week end to fix it.

I have been billed again of course.

I have paid but I still want refund for all the monies I have paid so far because my service is clearly not working. and I will want that money back up to the date where the service is proven to be working.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I dont think this is enough for reasons I have stated in my previous messages and that has been ignored completely.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As discussed, I want TWC to waive the WIFI fee too from my bill, because my modem (the SBG6580 that is useless to me now) has WIFI builtin and would have allowed me not to pay the MODEM fee AND the WIFI. So both fees should be waived from my bill.

-----Original Message-----

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I authorized one payment with my bank account number- through Time Warner's phone service- on June **, 2014. The payment did not go through because I did not have the proper funds in my account, I was charged a "Returned Item Fee" from my bank, [redacted] on June **,2014. Time Warner's system then continued to attempt to charge my account another time, WITHOUT MY AUTHORIZATION, on July **, 2014. The payment was not granted by my bank, but I was still charged a "Returned Item Fee" from [redacted]. I contacted [redacted], they cleared my returned item fees, my bank account was restored out of a negative status. I called Time Warner to notify them that their company was attempting to withdraw funds from my account without my permission. on July **, 2014 - there were two pending bank payments that I did not authorize from Time Warner. I spoke with a representative, [redacted]- she informed me they would stop the payment immediately and gave me the case #[redacted]. The payments were cleared from my bank, one in the amount of $20, and another in the amount of $41.02. Two bank debits, which I did not authorize, were illegally processed by Time Warner Cable. I called today, spoke to another representative, he informed me that Time Warner has no record of charging me the $20 return fee, but they do have record of $41.02 debit- BOTH of which were not authorized by me. He told me he could not credit my bank account without an investigation from their financial department because of this undocumented $20 fee, but also, that my only line of action would be to fax over my bank account statement as proof of the unauthorized debits. Not really sure why my calling and informing them that their company illegally debited money from my account was not proof enough.Desired Settlement: I would like a full refund of the $41.02 and the $20.00 that was illegally taken out of my account via an unauthorized debit. I wish that I could switch to another Internet Service Provider, but I can't because Time Warner has a full on monopoly in my area of Manhattan.

Business

Response:

On 7/**/14 [redacted] spoke with customer and sent information to TWC's Payment Services division. They are reviewing the case.