Time Warner Cable's New York City Region

Review: I was charged for the childs play 5 and seed of chucky for a ppv rental but the second movie did not play. When I requested a credit I never received the credit.Desired Settlement: I would like to be refunded $4.95

Business

Response:

Credit of $9.90 was applied, in good faith.

Time Warner Cable has a system where they put customers on "promotions" to lock in a rate for only a certain undisclosed time period. When they are giving customers this rate, they frame it as giving them a lower rate, and do not explain that is a promotional rate that is set to expire. So, when the rate goes up a few months later unexpectedly on a customer's bill, the customer is confused and calls to see why. The TWC agent explains they were on a promotion that expired, and they then try to sell a different promotion, which is still at a higher rate than the last promotion, but a little less than the new, full rate charge the customer just received on their bill. This is the way TWC makes money from long-time customers. It is highly unethical. Further, since many buildings in the New York City area don't have any other option for people who live there in terms of cable and internet providers, TWC knows they have these customers whether the customers like them or not. So, they treat their customers poorly and gouge them money using this backhanded "promotion" system. In the past year, my TWC bill has gone up from 85/month to 150/month, and I have less services than I started with. That is also after many hours spent on the phone, online, and in the store with TWC employees to resolve these rate change issues. It's unacceptable and it needs to be addressed. Please do something about TWC's monopoly on this city!

Review: On August [redacted] we started experiencing intermittent internet connectivity issues. On a daily basis we lose internet connectivity several times during the day. This is a major business impact since we are also using a VOIP phone system which is reliant on stable internet. We reported our issues on 8/* and since that time we've had 5 site visits by Time Warner and our issues are no closer to being resolved than when we first reported the issues. We've asked to have our issues escalated but we don't get the sense that Time Warner is addressing our issues within a reasonable amount of time. Our service request with Time Warner is [redacted].Desired Settlement: I would appreciate if someone would diagnose and resolve our issues within a reasonable amount of time.

Business

Response:

TWC has checked and confirmed a machine on the customer's network appears to be the source of the service issues.

Review: Here I am at approximately 2:45 AM Tuesday morning and trying to use my telephone and fax lines for my law firm business and of course, there is no dial tone for either. These lines were switched over from [redacted] last month through what in my opinion were extremely "strong arm tactics" and manipulation and constant calling by Time Warner Cable Salesmen [redacted], [redacted], and [redacted], but ever since I have switched there have been "blackouts" such as these on the order of more than a few times per week, sometimes during the very busiest times of the day and night, causing me to no doubt lose tons of new callers and business leads and otherwise plunging my business into financial difficulty in an already tough economy. I have pleaded with these people to fix my services repeatedly, but after they sign you up for their (in my opinion) inferior and horrible phone/fax service, they don't care if your phone/fax lines work or not. This never happened ONE TIME with [redacted], where my services ALWAYS worked, without fail. Time Warner Cable has probably cost me tens of thousands of dollars in lost sales and lost revenue, and God knows what other damages they have caused me to due my inability to send or receive faxes or telephone calls to my and from my business. I complain here because at this point I don't know what to do anymore. Maybe the Revdex.com can help me.Desired Settlement: Refund for last months extraordinarily first bill of $337, repair, and this blackout situation NEVER happening again or else I should get free service all year round. Or they should pay for me to go back to [redacted].

Business

Response:

[redacted], of our Business Class Services escalation team, attempted to contact [redacted] and has left messages and voicemails with his staff to contact her. She also gave him some additional time to accomodate the Labor Day holiday as well. Not hearing back she mailed him a contact letter advising him that she'd been trying to reach him. She also noted that we are unable to guarantee that there will never be any outages in the area but that we do try to resolve outage issues as quickly as possible. If [redacted] had heard back from [redacted] regarding this issue she would have advised and updated him accordingly. In reviewing the account and our outage logs, [redacted] found no further outage issues after the complaint was originally opened. The last entries in our logs reflecting any outages in [redacted]'s area were from 8/**/14. If [redacted] still needs assistance regarding this matter, he may contact [redacted] at ###-###-####.

Review: Starting back in January of 2014, I have made 3 payments:

1/** - $283.51

2/** - $300.00

2/** - $236.00

They state that the payments were reversed on their end, yet they were paid on my end. I have emailed and faxed all information to them providing proof at least 6 times, and have confirmations that they were received, yet they still tell me the financial department has not received the information. I have names of all the supervisors and extensions I have dealt with. Nobody ever follows through with any responses and keep telling me to fax my information again and again. I really need help getting through to them because it has been 7 months trying to get this resolved...Desired Settlement: I would like to see my account adjusted so we can move forward. I will not pay them another cent until they can locate my other payments.

Business

Response:

Customer has been advised they need to provide documentation to TWC's Payment Services department for further follow up. Without documentation TWC cannot assist further.

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 have forwarded all required information several times. I guess I need to take a legal stand now because it doesn't seem like I will receive help from anyone at time Warner Cable or the Revdex.com. I will be filing a complaint with the courts and just change cable service to [redacted]. The information was sent to several of the supervisors at time Warner cable, and I have confirmations that it was received.

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:

It is a shame that I am still getting the same response even going through proper channels, and what is even worse nobody calls back my attorney either from twc.....I learned a very expensive lesson, NEVER EVER USE TIME WARNER CABLE.....they took $819.00 from me that nobody seems to know where it went, I sent over the confirmation from both my bank and credit card company, received messages that that was received, and then that goes missing along the way. Cable customers beware, watch them very closely, check and recheck your bills , learn from my horrible experience....

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

Sincerely,

Business

Response:

TWC will assist fully one documentation is provided. As of this date TWC has not been given adequate documentation to follow up.

Review: So a guy from time warner called me and said that if I add tv and phone package to my account he would increase my internet speed in the long term and that he would give me all these free channels and everything for a month and after the month I could return it and get a full refund. So now that the month is over I try to get my money back and the customer service reps say that I am not a new customer so they cannot do it and that I have to pay a whopping $450 for a month.

I even have his email saying that I would get a refund... This is a total scam.

(The guys name was [redacted])Desired Settlement: I am willing to pay my regular monthly bill but not a dollar more than that.

Business

Response:

Credits of $320.20 have been applied to the account. On 7/**/14 (at 5:27 PM) [redacted] left a follow up message, voice mail, home number. To date, there has been no reply.

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 became a customer of Time Warner in 4/** and had an agreement after we reviewed each item and cost that my monthly bill would be 125.00 excluding taxes. Since that time my bill has exceeded that amount. Sometimes, Time Warner double bills for the same item, ex. a charge for the modem and then an additional charge labeled under modem license. Also, standard triple charge 99.00 but again charges a monthly fee which includes what is in the triple charge fee as well as a month in advance. Additionally, each time, you talk to someone they have a different version or offers a different discounts or what you previously agreed to in not recorded in their records. Currently, my service is cut off and I have tried numerous times to speak to someone and have my bill re worked to a price which is feasible for me to pay. I have also experienced agreeing to a new arrangement only to find out it was not implemented. Now I am told no one will talk with me until I pay the bill. I explained that once the change would be done, I would pay the bill but that is not acceptable. In essence, A person can talk to numerous people and get different arrangements but nothing is put into writing or there is no assurance that what was discussed will be done. Not to mentioned that you have to talk to numerous people to accomplish the most simply task.Desired Settlement: I would like to arrange my service to fit my financial budget

Business

Response:

On 6/**/14 a representative spoke with customer, provided a lower priced package (as requested) and offered future assistance.

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 had a time Warner cable account in 2012, back in March 2013 I received a bill from a collection agency stating that I owed time Warner 58.86. Which I paid and I have proof of. In June I started receiving calls again from another collection agency that they had an account from time Warner. I sent them my proof of payment along with the letter from agency reflecting the amount. They then closed the account. I am in the process of buying a home which I have been saving for 1 year and half and when I went to pull my credit there were two time Warner collections one that was paid and the other for 350. I called the collection agency and told them they must have had a mistake because I paid that. This collection account was reporting from time Warner as of may of this year. I never received anything from anyone reflecting that I owe any additional monies and especially since I only received a bill for 58.86. They advised me that they were told the account was closed by time Warner but then received something on June [redacted] from time warmer that an additional 350 was owed. I called time Warner and told them they report something to my credit that I was never told about and that I paid. I know legally I have 30 days to dispute a claim. This was reporting on my credit report since May and the letter the credit reporting agency was dated June 5 not giving me the legal 30 days to dispute. I called time Warner and asked how come I received a bill for 58.86 and not this " whole" amount including the 350 and how this was reported without any notification to me. This was obviously an error, this should have never been sent to my credit and also I don't think its legal for them to send me a bill a year after after I had already closed it and paid. Because of this mistake I am unable to get my mortgage. I told time Warner that this should have never been reported but they advised that I would have to pay it first for it to be removed. I said that's ridiculous, it should have never been reported. They were unwillingly to help unless a paid and they could not answer me why I got a bill for only 58.86. This can not be fair. They send me a bill and I pay it then months later I found out 350 was sent to collection and was never notified and they are unwilling to fix it. I am a single mom and have been saving for a year and half to finally afford a home for my daughter and myself and finally I can but because of this one error on time warner end I can not get the mortgage. I am begging for someone to help. I know I am just one person but due to this this is life changing for myself and my daughter. I really need help.Desired Settlement: I would like a letter from Time warner that the collection account was reported in error so I can send that to the beaurus and attempted to have this removed. Time warner said that I would need to pay the 350 prior to that. But I dont feel thats fair since back in March they sent me a bill for only 58.86 which I paid. This is their error and my families future should not be jeopartized because of it

Business

Response:

Good Afternoon,

On 7/**/13 statements were sent to this customer so the balance owed with services rendered my be seen. Customer was advised there was no record of a bill for 58.86 on the account.

On 7/** an an agent called this customer in response to this complaint in an attempt to explain billing however customer continues to state the monies are not owed.

Business

Response:

As the enclosed statements confirm, [redacted] failed to pay his bill in full for a number of months prior to the termination of his services. The closing balance of $560.52 is valid, customer is required to pay this amount. TWC considers this matter resolved.

Consumer

Response:

Better Business Bu:

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 bec:

If this is the case how can you report the same debt twice to my credit report. Your representative told me it was an error that the collection notice I received the only collection notice I have ever received only showed the amount due at 58. Now due to your error I have two collections on credit. And I was never given the opportunity to dispute this second account report to my credit which legally I am. I knew nothing of this "remaining balance" until I reviewed my credit while trying to obtain my mortgage for my home I was unable to get due to this collection account. Please explain to me why the collection notice shows my total amount due of only 58. I'm still not understanding how an error on your end is my fault. You can not report the same debt twice bbecause it appears as if I had two separate accounts and let two separate accounts go to collection which affected my credit since you reported two separate accounts to credit. Your focusing on the money iI'm I'm focusing on Time warner ruining my credit. If I pay this debt which iI do not believe iI owe will you produce a letter to me advising that the debt was reported in error and should be deleted from my report. Your so concerned about your payment aand I am concerned about repairing my credit. I have proof iI paid the debt your company provided a notice advising I owe but now you want to come back and say you made an error. Your error is not my fault, if the debt was for the higher amount the letter should have stated the higher amount. The notice says TOTAL AMOUNT DUE FOR SERVICES.

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

Sincerely,

Review: On Nov *, I statarted a conversation with a TWC representative over the Chat window, According to 3 representatives I was entitled to FREE HotSpot with my subscription to the BASIC internet, They sent me the link and ALL of the agreed that I should receive the service with my subscription to BASIC internet. After several representatives a [redacted] states that I cannot have HotSpot because I dont qualify for it, that I should be in the STANDAR internet service in order to qualify. They immediately fixed the link and changed to the standar as the minumun qualifier. All of the representatives stated that I should be getting free HotSpot, except [redacted]Desired Settlement: I want what it was offered in the website and all Customer Service Rep agreed, I want to have hot spot in my current package.

Business

Response:

On 12/*/14 a CSR advised the customer of the process for adding Hotspot Access. Information was provided for customer review.

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 didnt offer any solution, I was told several times that my package qualifies for the hotspot and now I just called TWC and they want me to upgrade to a bundle or upgrade my internet by increasing my rate to 58 dlls more a month just for this feature.

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

Sincerely,

Business

Response:

Customer has Basic Internet package, to qualify for hotspot access customer must subscribe to Standard Internet package. This is a requirement and cannot be waived.

Review: I consistently have terrible problems with this company. For starters my latest installation of a new dvr box was awful. The man installing my services rushed me to sign off on the fact that he "checked that all services were installed properly, went over all services that were installed, etc" none of which were done at all. He rudly rushed me to sign it and of course there were several installation problems.

The first is our picture often comes in scrambled. I've complained about this several times to no avail. They need to install an amplifier.

The next issue is that our On Demand service does not work. After waiting on hold for over 20 minutes, I finally got someone on the phone who said he couldn't do anything because of an outage in the area. But said he would make sure to resolve this issue and call me by Monday to fix it so I didn't have to call back and stay on hold again for another 20 minutes.

I am currently writing this while being on hold for 17 minutes now. I am sick of having to waste so much of my time and money trying to get the services I am paying for.Desired Settlement: I would first and foremost like to have the issues fixed. I would like to be reimbursed on the entire month of service with all the time I've wasted with this company and crap service I've had delivered.

And lastly I would like for this greedy monopoly to be ruled illegal. They are completely taking advantage of hundreds of thousands of customers who have no choice but to deal with there crappy service because there aren't any other providers. I would bet a lot of money that says there are probably thousands of complaints about this company on this site. And if you do a simple google search for time warner nyc reviews on google, it is the biggest joke I've ever seen. THEY ARE AWFUL. WITH ALL CAPITALS. Please rule them to be an illegal monopoly. That would make me happiest!

Business

Response:

Good Afternoon,

The appointment for this customer was completed on 9/**/13; "TECH REPLACED MAINLINE CONNECTOR AND A SET TOP BOX."

Review: Time warner cable installed phone and internet service to my company [redacted] Designs at [redacted] room [redacted]approx one year ago. They sent up an installer that wasn't an employee of TWC and failed at his installation. Phones went out next day. It took three attempts by 3 installers over weeks to get phones up and running. The phone service would simply stop causing me to loose business on several occasions. I calculated phone service was down 20% of the time . I paid all my monthly charges that were more than initially quoted. I called to disconnect because of the lack of service promised in the contract...not a pricing issue. They said fine and picked up equipment. I head nothing till I received a collection notice a few days ago for $400.00 for breaking contract. I should not have to pay this since it was the lack of proper service from TWC that caused such an issueDesired Settlement: I offered the collection company $100 to simply end this and they said no. My offer is still available. I will pay $100 for a letter from them saying that I do not owe anything and the matter is settled.

Business

Response:

Per Business Class Services department, they are issuing the account $333.06 in resolution of this matter.

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. The person handling the matter did so in a clear and professional way.

Sincerely,

Review: For the last 4 weeks, my internet service has been going in and out approx every 15 minutes. The first week it started happening, I called TW (Time Warner) 3 times, and was told that there was a supposed outage in my area, and that a tech couldn't come out until the outage was resolved. During the second week, TW finally agreed to send a tech out. The tech came and checked my modem and router and confirmed that both were working fine, and that the signal problem had to do with the cable box outside. He then told me that he could not get to the box, bc it is located behind some other building around the corner from my building ([redacted]). He told me that I should go down to the neighbor's house over the next week and "see if I can catch him at home" and then call TW back once my neighbor had agreed to give them access. I had an ongoing issue w TW a few months ago, and they had the same "problem w access." Here's the thing: it is not my job to go over to my neighbor's house, day after day, and try to get access for TW, bc they put the box behind someone else's building. Furthermore, I work from home. Every day, every HOUR, that my internet does not work, I am unable to do my job, and I am not getting paid. Even if TW were to contact my neighbor themselves, I cannot wait until someone is able to get in touch w my neighbor to resolve MY issue--this could take days or even weeks. It is simply unacceptable. Further, I have called TW over 15 times over the last 4 weeks and spent countless hours on the phone w representatives who have promised to contact the appropriate party and call me back. Not ONE representative has called me back. Not ONE. The issue is still unresolved.Desired Settlement: TW needs to install a box on my building--one that I PERSONALLY am able to give them access to when I have an issue with MY internet, which is something that happens quite frequently. This is the only feasible way for my internet issues to be resolved in a timely fashion, or at all, for that matter. They also need to give me another month free for the bother they have put me through and for their awful "customer service." I cannot and will not go over and knock on my neighbor's door for weeks on end trying to get TW access, and my neighbor does not want to be bothered by my internet issues.

Business

Response:

On 8/[redacted] verified repairs have been made, all is well and a credit of $125.85 has been applied.

Review: Time Warner now has an automated system that calls you when your bill is past due. I am receiving these calls 3-5 times a day every day of the week. I have spoken with supervisors at Time Warner and they tell me there is nothing that can be done and that these calls will continue. This is harassment.Desired Settlement: I would like for Time Warner to stop harassing me.

Business

Response:

[redacted] left a voice mail message in reply (on July **). To date there has been no reply.

Review: Hi,On 12/**/2012 I returned equipment to Time Warner Cable. Nevertheless, Time Warner charged me for the equipment by accident. When I contacted them they admitted it was a mistake. I am more than happy to provide a transcript and screenshots verifying that I am telling the truth. When I contacted my bank they too investigated and discovered that I was in the right and Time Warner was in the wrong. Although I have proven time and again that the equipment was returned I am still being harassed, bills are being sent, and my credit worthiness is being threatened. I am a school teacher and outside the classroom I maintain great character. I just want this harassing behavior to stop, but no one can seem to help me. Could you? Thank you so much for your time,[redacted]Desired Settlement: I just want this harassing behavior to stop, but no one can seem to help me. I would like the letters and bills to stop and for my account to be closed. I am more than willing to provide documentation.

Business

Response:

[redacted] spoke with [redacted] who credited the account to a zero balance and apologized for the delay. Customer is satisfied.

Review: Where do I begin? My wife and I recently upgraded our internet service to Turbo - Ultimate 100. According to the advertised package, we should be receiving download speeds of up to 100 mbps. It has been seven months since we upgraded and our download speeds have never even come close to approaching 100 mbps. On average our download speed is around 15-20 mbps. This is unacceptable as we are paying extra money every month for faster download speeds and we are receiving speeds that are less than 25% of the advertised speed. As a matter of fact, I ran a speed test as I was typing this and our download speed was recorded as being 6.9 mbps. I have attached the screenshot of this test.

Additionally, their customer service agents are absolutely clueless, and worse, they have blatantly lied to us multiple times. One agent says we have turbo, one agent says we do not. One agent says that we are paying a monthly fee for our modem, another agent says that we are not. One agent hilariously told me that the issue was resolved when it clearly has not been. I spoke to a technician who stated that nothing could be done to address my issue remotely, so we set up an appointment for a technician to visit the apartment this afternoon 3/** at 1:00PM. I confirmed the appointment twice in the morning. The technician never showed up. The next agent that I spoke to said that they didn't show up because the issue was resolved. The following agent said that the appointment was canceled because I wasn't home, which is absolutely false. Finally a subsequent agent informed me that the technician could not reach me even though I had confirmed the appointment twice.

The icing on the cake was when we called and asked for the account holder information to be switched from my wife's information to my own information. We have asked them to do this multiple times and they still have not done so, even though some agents have claimed to have done it (while I am on the phone with them nonetheless!) They also claim that in order to do so we have to take time out of our busy schedules and go downtown to fill out a form that can easily be emailed to us. We have been legally married for two years. There is absolutely no reason that Time Warner should be able to refuse to switch the name and number on the account. Consequently, I have no more patience for dealing with their incompetence so I decided to file a complaint because we have been paying for a service that we haven't received for 6 months as of now, and Time Warner Cable has made extremely little effort to help us to address this issue. As a matter of fact, they have been a hinderance with misinformation and blatant falsities.Desired Settlement: In addition to wanting to be compensated for the six months of paying for a service that we have yet to receive, I would like them to resolve the download speed issue that I am having. 6.9 mbps when it should be 100 mbps is not only unacceptable, but frankly it's insulting to my wife and I. Additionally, it would be nice if their customer service agents refrained from stating that they have done something that they clearly have not.

Business

Response:

On 3/**/15 and 4/*/15 [redacted] left voice mail messages, to date there has been 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:

I prefer to be contacted though email. I have a very busy schedule and I cannot spend half and hour on the phone with Time Warner representatives.

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

Sincerely,

Business

Response:

TWC's Broadband department is now in direct contact with the customer, the customer's concerns are being addressed.

Consumer

Response:

Time Warner Cable has contacted me and the matter is in the midst of being resolved.

Sincerely,

Review: Since I moved to this apt I have had to call time warner cable atleast 1-2x a month for poor service and issues with my cable and wifi/internet phone etc... They come I have to take off from work and they do some stupid stuff and leave as if all is good. The last guy said that who ever set it up had no idea what he was doing. Tonight I went online to chat with a representitive to discuss more issues one being that I have not recieved a bill in 2 months. The second was to get help fixing the wifi. they transferred me a few times I got fed up then I disconnected. Then everything went nuts the modem was restarted 5-6 times and the cable box went out I had to call 3 times to fix issues and still not fixed. I also gave my last 4 digits of ss # which is really worrying me. Any way I wish I could switch providers but [redacted] is a monopoly and you dont have an option. Only business like this....Desired Settlement: I would like a refund for all cable that I have paid for including the current bill I would like this employee fired and I would like to have my apartment rewired the correct way so that all 4 cable boxes revieve signals and the internet works more than 60% of the time. In essence I would like to get what I pay for

Business

Response:

On 10/*/14 [redacted] spoke with customer who stated the services are now working well.

Review: I signed up for time warner because I moved and had no choice. they had a deal that if you get a certain package that after 90 days of service you would receive a laptop. Well after 90 days they said I was no longer eligible because my account was not in good standing. I asked why and they said I paid my bill was late, which it was not. after speaking to several people they said there was nothing they could do. WHAT A SCAM. They claim I missed a payment but the truth is there was an issue with their online system, I called and they corrected the online issue. even though the issue for the late payment was their issue with their system they decided to no honor their promotion. It is to much of a coincidence that something happens to their system that magically invalidates the promotion, they never wanted to send out the laptop in the first place.Desired Settlement: Please provide the laptop as stated in the original terms of service as a pronominal item (dell laptop) . I have satisfied all parts of the promotion.

Business

Response:

[redacted] SPOKE WITH THE CUSTOMER'S HUSBAND ([redacted]) IN RESPONSE TO Revdex.com COMPLAINT AND ADDRESSED HIS BILLING CONCERNS. I APOLOGIZED FOR ANY MISUNDERSTANDINGS THAT HE MAY HAVE HAD REGARDING THE DELL LAPTOP PROMO AND OFFERED TO APPLY A COURTESY CREDIT OF $200.00 TO THIS ACCOUNT. HE ACCEPTED MY OFFER.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is being listed as resolved. But I would like to add that the credit they offered was contingent on me saying this matter was resolved and if I did not say the the matter was resolved they would not give me the $200 credit. So the choice they gave me as accept the credit and call it resolved or not and not receive anything. they stated on the phone that n matter what do I will not get the laptop.

Sincerely,

Review: I changed my contract with Time Warner Cable in early October 2014 to downgrade my service to a more modest package and limited cable and internet service. The change was to be effective October **, 2014. Instead they have continued with the same service and have double billed me. So suddenly I have a bill for $531 for service that I have not used and changed many weeks ago. I have called them 6 times but each time a representative promises that the account has been updated it has not. This is dishonest and also a huge waste of my time.Desired Settlement: I would like my service retroactively changed as requested initially and the bill adjusted accordingly.

Business

Response:

12/*/14Customer disputes current package, states it was never approved. Customer was advised that account is now past-due-must be brought into current status and at that time all changes can be made. Customer did not agree and ended the call.

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]

This is not true. I was called and explained the situation. The account is paid up to date and the representative I spoke with said she would investigate and call me back. SHE HAS NEVER CALLED BACK. It took 5 calls to downgrade the service and they even sent someone to pick up the cable box on October **. TimeWarner is notorious for not wanting customers to cancel service or downgrade. This was exactly my experience. Now I see that they simply refused to make the changes I requested and they agreed to.The need to backdate the account downgrade to October **, 2014 and adjust the bill accordingly.

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

Sincerely,

Business

Response:

12/**/14 I spoke to the customer in regards to her increased bill. The customer wanted to lower her bill on 10/** to the $89.99, she received Triple Play for $109.99 with Ultimate Speed at $30.00. The customer did not want the extra as she does not live in the area, she is subletting her apartment. I offered the $68.74 Triple Play + Epix with free Extreme, Cable box (at $11.25). This will bring the bill to $97 with tax. I also credited the difference from 10/** with the lower package. The customer is happy, I provided my contact information for future assistance ([redacted]).

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.HOWEVER, the business is consistently violating consumer rights. I have posted this matter elsewhere and also gotten a great many other stories. Time Warner is a terrible company and if there were any other options.I appreciate [redacted]'s help but after 18 calls and t=dealing with many poor customer service representatives- I simply cannot believe this company is still in business.

Sincerely,

Review: Time Warner Cable has provided inferior service and product, below the agreed contractual agreement.

FAILURES & OUTAGES:

TWC has had increasing rate of failures in different aspects of their service. We have had TV service outages, Internet and Phone services outages.

The technician they sent to repair turned out to be ignorant of their product service, argumentative, and verbally hostile. He even had verbal fight with his colleagues on the phone at our location.

INFERIOR SERVICE BELOW CONTRACTUAL AGREEMENT:

Internet speed for both download and upload are below the package that we paid.

They changed the wordings of the package from "minimum guaranteed" speed of 20 Mbps to "up to" 20 Mbps in which 0.1 Mbps would qualifies under the term of "up to"Desired Settlement: I should be compensated for their service failures and delays.

I need people in New York and USA to know about Time Warner Cable service quality and records.

Revdex.com should transparently list customers experiences with their inferior product and services.

Business

Response:

On 8/**/14 and 8/**/14 [redacted] left messages, voice mail. A contact email was also sent. To date there has been 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:

I never received any email nor voice mail messages from Time Warner.

Their claim is untruthful.

Review: I am being charged for internet services that they cannot deliver. In our area the internet speed we pay for cannot be delivered between the hours of 6pm and 10 pm. The internet is slow and I have made a number of call to complain it they do nothing. They know the are the only game in town so we are at their mercy. And now they are raising the rates again. Our neighborhood is growing and they are adding new subscribers every day, people constantly talk about how bad the service is at night but they do nothing about it because there is no alternative. Please add another "node" to service [redacted] section of Brooklyn.Desired Settlement: Please install additional equipment in our area to make your network work better!!!!! I just want what we pay for!!!!!!! No more no less

Business

Response:

On 3/**/14 [redacted] noted area work must be done. She issued a $20.00 credit and offered to stay in touch.