Time Warner Cable's New York City Region

Review: We have spent hours over the last several months trying to get our service to work correctly. We have had several technicians here who claim that the system is fixed, and it's not. Then we have to explain the same problem yet again and we are on a continuous loop of poor equipment, poor in home service.

We then have a billing problem that TWC can't seem to figure out. We were charged for services that we did order, a movie we did not see/order and finally the correct billing rate. EVERY time you speak to a rep there is either no record of a conversation with a previous rep or they don't understand what we are asking. I guess that comes from people who only relate to you from a script and have not had the proper training. We have never gotten the same answer twice.Desired Settlement: 1) get the monthly bill rate correct

2) get us equipment that works

3) adjust our current bill by at least 50%

Business

Response:

On 9/**/15 a Client Relations agent verified all services are working and also noted new, discounted rates.

Review: On 1/**/2015, I installed a Time Warner Cable (TWC) modem (ARRIS Model TG1672G) that was sent to me by TWC for free to apparently improve the speed of my Internet service. I returned the previous modem to TWC using the prepaid shipping label.

After the installation of the new modem, I noticed that although my Cable TV and Internet Services were back up and running, my Home Phone Service was not; I could no longer get a dial tone. So I called TWC Customer Service, and after lengthly troubleshooting was told that they couldn't fix the problem on their end -- that they believed it was something wrong with the hardware of the phone I had, even though it had worked days before installation of the new modem. They refused to admit or even entertain that it was a technical problem on their end.

Over the course of the next several months, I called again and also went online several times to chat with more representatives -- each one of them unable to determine the problem. Note that using chat was often easier for me as this allowed me to multitask and work at the same time since being on lengthy phone calls (like the one in January) meant that I had to miss work. Please note that also during this time, my father-in-law was diagnosed with terminal cancer and given 6 month to live, my husband traveled to India to spend time with him leaving me alone with our baby, and I was laid off from my job. I mention this because a TWC rep that I spoke with today had the poor taste to suggest that I wasn’t doing enough to fix a problem (that was actually TWC’s fault). I did plenty enough, starting with reporting the problem in January and following up repeatedly.

On 7/**/15, I decided that I needed to finally figure out why I was still being charged $43.90 per month for something that wasn't working. I borrowed a neighbor’s landline telephone -- that was confirmed as working -- and plugged it into my TWC modem. Remember, I had been told by TWC that my own landline phone was likely broken, so I took matters into my hands to see if another phone worked. It didn’t; there was no dial tone. The phone worked fine for my neighbor’s connection, but not mine - so I proceeded to call TWC service again and show that the problem must be on their end.

I spoke to SIX representatives that day. The 1st representative was Mr. [redacted] ([redacted]), a 1st Tier rep who discovered that indeed it was a problem on TWC’s end. He explained that the modem was incorrectly coded on TWC’s end at time of final connection setup back on 1/**, and that knocked out the Home Phone Service. Mr. [redacted] proceeded to fix the faulty code, then rebooted my modem over the phone. This fixed my Home Phone Service immediately with a dial tone. However, whatever fix was made now had knocked out my Internet Service, which arguably vastly more crucial that my Home Phone service as I rely on Internet for job hunting, etc.

I kept telling Mr. [redacted] that the error message was a DNS_PROBE_FINISHED_NO_INTERNET error which indicated a modem connection problem, but he insisted it was my (non-TWC) Apple Airport WiFi connected to the TWC modem. Mr. [redacted] and I were on the phone for almost 1 hour trying to get my Internet Service back up and running, but he was ultimately unable to fix this for me, and transferred me to 2nd Tier Rep Mr. [redacted] ([redacted]) despite telling me he was simply putting me on hold. As a result, Mr. [redacted]’s lack of a proper handoff to Mr. [redacted], I was left having to explain everything all over again from square one. This was exceedingly and understandably very frustrating for me, so I asked to speak to a supervisor. That’s when I was transferred by Mr. [redacted] to manager/supervisor Mr. [redacted] ([redacted]).

Mr. [redacted] was an extremely knowledgeable technician, but he too was unable to help me after ANOTHER hour on the phone. In fact, when we were about to give up and schedule a technician to visit my home to fix the Internet Services, I was the one who came up with a configuration change that Mr. [redacted] hadn’t thought of — and I fixed the Internet Service.

Now, the Home Phone Service and Internet Service were back up and running. Good news, however this didn’t solve for the fact that Mr. [redacted] had admitted on behalf of TWC that the original problem of the Home Phone Service not working was actually caused by TWC, not by my own landline telephone equipment.

Since my first 3 phone conversations (about 2 hours) had been with Technical Support reps in Customer Service, I needed to call back to speak to Billing about getting the 6 months of Home Phone Service charges reversed since it was shown that I never had the service after 1/**.

So then, I called and spoke to 2 different 1st Tier and 2nd Tier billing people — and to be honest I was too exhausted to get their names and IDs, plus they both seemed to be on the path to resolving the issuance of credit for me. But to complicate matters, Mr. [redacted] (the very 1st rep) who fixed the Phone Service earlier in the day had already noted my account with a credit of $102.53. I repeatedly told him and subsequent reps that amount wasn’t acceptable to me. It only covered credit for 2 months of service, when in fact — acknowledged by TWC — the service had been out for 6 months.

Unable to help me, the 2nd Tier rep transferred me to Billing Supervisor Mr. Brad (6NT). Mr. Brad was officially the 6th rep I had to talk to this day over the course of 5+ very frustrating hours. Are you kidding me?

Despite ANOTHER lengthy and frustrating call, Mr. Brad stood his ground that the only credit TWC could offer was $102.53 for 2 months of broken service. We proceeded to go in circles, because he claimed that I didn’t do enough to notify of the problem. But I clearly did notify of the problem first on 1/**/15 and several more times. Further, it was PROVEN that the service outage was TWC’s fault — not mine, which TWC had repeatedly insisted upon.

Frankly, it is not only outrageous that TWC cannot credit me 6 months for service that was broken for that length of time, but that their customer service is at such a low that 5 hours on the phone with 6 reps cannot solve this for me in a way that values me as a customer.Desired Settlement: I should be credited at least $263.40 (PLUS applicable taxes) for the 6 months* that I was charged by Time Warner Cable for Home Phone Service that were broken and never provided to me. *Breakdown is as follows: Each month I was charged $39.95 for phone service and an additional $3.95 for Voicemail that also was never activated.

Business

Response:

On 7/**/15 a Customer Support Supervisor did issue a credit ($102.53). On 8/**/15 and 8/**/15 [redacted] left follow up 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:

[Your Answer Here] Time Warner claims they called me, but I have no calls or voicemails to my Cell number ###-###-#### (this is the number I put on the Revdex.com Complaint). I also do not have any call or voicemails from TW to the Home Phone number they have for me on file. Furthermore, I replied to a Time Warner email but have since had NO response (see email pasted below). Time Warner clearly has not made the correct effort in getting in touch with me. I filed the complaint on 7/**, and it wasn't until 8/** (20 days later!!) that I received the email below from them. And even though I replied to them within 2 days -- they haven't acknowledged this! Further terrible customer service. By the way, just because they already issued credit DOES NOT mean they have issued me ALL the credit I deserve for not having service that was almost $300. They need to credit me the remaining amount which is detailed in the original complaint.[redacted]###-###-####[redacted]-----Forwarded Message----- From: [redacted] Sent: Aug **, 2015 1:23 AM To: [redacted] Subject: Re: [redacted] Hi Crystal, I don't have any voicemail or calls from your number. The number I had listed on my Revdex.com complaint is ###-###-#### -- is that the number you tried? I'm happy to call you back. I'll be out of town tomorrow (Thursday) but will try to reach you when I get a moment while traveling, otherwise I'm back in town Friday afternoon. Best, [redacted]-----Original Message----- From: "[redacted]" Sent: Aug **, 2015 5:21 PM To: "[redacted]" Subject[redacted]. Good Afternoon; We have received your correspondence from the Revdex.com and I have been asked to look into the matter you raised and reply to you, which I am pleased to do.

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

Sincerely,

Business

Response:

[redacted] requests a call back at [redacted].

Review: I closed my account on 7/**/2014. The billing cycle lasted from 7/**/2014-8/**/2014. Also, I moved on 7/**, which is why the account was closed THAT day.

TWC is now stating that I requested on 7/** that my account be closed 8/**, which is ACTUALLY the day, I originally filed a complaint with the Revdex.com. Why does the difference in days matter you ask? Because now they don't need to refund the correct prorated amount they stole for services not rendered. Obviously, the date they're quoting is complete **. In fact, I kept the receipt from my cable box return ON 7/**/2014 because I knew it would probably come in handy. So guess what TWC? I can PROVE that my account SHOULD have been closed on 7/**/2014

TWC is claiming that since I requested the account closed on 8/**, I should be refunded $9.88 for services not used. This is obviously wrong-I should be prorated for HALF of the month- so more like $50. This is ON TOP OF charging me $100.30 for the service the FOLLOWING month AFTER I had already closed the account.

Dealing with them is such a nightmareDesired Settlement: I would like the ACTUAL amount of money I am owed to be refunded- and I require a line item statement with full disclosure and details (should be a common business practice, but you never know with these guys!)

Business

Response:

Upon further review TWC has concluded that customer is entitled to a further credit of $30.48 for services rendered. Credit has been issued and refund of $40.36 (full credit due) will be sent within 4 to 6 weeks.

Review: Time Warner had offered a free Samsung Tablet for customers who upgraded their cable modem service to 50 MPS for a period of 90 days. I signed up for this offer on 11/*/13. On 1/**or 1/*/14 I attempted to call Time Warner in regards to the Tablet. I was given the phone number ###-###-#### but it was inoperable due to the promotion expiring. I was finally able to contact a representative from their "rewards" program after being transferred several times from their billing to technical support operators. The representative confirmed that I was signed up for the "Tablet" program and stated that I qualified for the Tablet and would process the "reward" for me. I was given the ticket number [redacted]. On 2/*/14, a Time Warner representative named "[redacted]" telephoned my residence and left a message stating that I do not qualify for the Tablet. She gave the following number as a call back: ###-###-####. When I called the number back, I was not able to contact "[redacted]" or anyone from this "rewards" department. I was only able to talk with a customer service representative who was not able to provide any further assistance but stated someone from the "rewards" program will call back. I was given the ticket number [redacted]. I have not heard from anyone. It seems to me that Time Warner is making it very difficult to get this reward. It seems as if Time Warner wants their customers to sign up for the more expensive cable modem service by enticing customers with a free tablet but when it's time to collect on the tablet, Time Warner reneges on the contract.Desired Settlement: I would like either the tablet as promised or a full refund of the extra cable service I paid for with the promise of a tablet.

Business

Response:

Customer failed to keep the terms of the offer and did not keep account up to date for the first 90 days of service. Customer is not eligible for the tablet.

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's response to my complaint to the Revdex.com was that I did not fulfill my requirement of 90 days. I specifically asked a customer service rep on 1/**or 1/**if I had fulfilled the 90 days requirement and she said yes and issued ticket number #[redacted]. This customer rep said my tablet would be processed shortly. A week or two latter I get a recorded message on my answering machine stating that I no longer qualified for the tablet and gave me a phone number to call for inquiries. That phone number (I think it was ###-###-####) was no longer in service for the rewards program. I wound up calling a general customer service rep and promised a rewards program rep would contact me and issued the ticket number of [redacted]. I have not heard from anyone from Time Warner or the rewards program. If they (the rewards program reps) say I didn't fulfill my requirement then why did a Time Warner rep state I did (Ticket #[redacted])? Someone is lying and I've been cheated out of a tablet that was promised in the program. I would appreciate if a Tiime Warner rep contacted me in regards to this as they had promised

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

Sincerely,

Business

Response:

The ticket number referenced was processed for research purposes and does not indicate a commitment on the part of TWC. TWC position remains unchanged.

Review: On ** January, 2013 I switched to Time Warner from RCN after the representative knock on my apartment and promised $ 150 gift card and services. I signed the contract and I was told after I paid three months of cable bill I will receive the gift card. New cable was installed on January **. When I did not received any gift cards I call him on his cell and sent e mails but he did not respond to either of them. Before the cable was installed I can reach him on e mail and cell phone any time. I called Time Warner Cable on ** May at 11:15 am and spoke with a resresentative regarding the gift card. He told me I have to register within a month to get the card which I was not told by the agent. He gave me the number to call and register for the gift card. I spent total of 45 minutes on separate occasions to reach someone at 1 [redacted] and spoke with customer service on May ** 2013 at 9:30am. She promised to talk to her supervisor and no one call me back since then. I sent a registered mail to Time Warner cable on June [redacted] regrading this issue and had no response from them. I had attached the sales contract in my correspondent to Time Warner.Desired Settlement: I want the gift card that I was promised.

Business

Response:

Customer has been advised they failed to register online within the 30 day window. Customer does not qualify for the gift card as a result.

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:

Dear Sir,

Attached is an e mail received 9/**/13 regarding my dispute for a $150 gift card with Time Warner Cable. In January 2013 after I agree a service from Time Warner Cable the agent who came knocking on my door told me to pay bill for three months and I will receive the $ 150 gift card. I waited for 4 months and call TW. They said I have to call the gift registry within a month which I was not told. I sent E mails to TW and after no response I wrote and complaint about TW to you and on 9/**/13 TW sent this attached E mail to you. They agree "to meet in the middle" and offer $75 on "goodwill" which I agree and return the mail to Revdex.com. It's been 3 months since then but I had not received any credit. I am doing this as a principal and I had spent more than $150 worth of my time.

Yon will see that even after Revdex.com get involved TW is not keeping its promise. I would like to donate to Revdex.com the amount they promise $75 as a gift.

Thanking you,

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

Sincerely,

Business

Response:

$75.00 SETTLEMENT CREDIT OFFERED SEPTEMBER, 2013 HAS BEEN APPLIED TO THE ACCOUNT AND WILL APPEAR ON NEXT BILLING STATEMENT, TO BE SENT 1/**/14.

Review: On 3/**/2014, I was informed by a credit monitoring agency, who is paid by me to monitor and repair my credit report, that Time Warner Cable had placed a Hard Inquiry on my credit report. I spoke with a representative online and explained the problem to him. I told this agent that I have worked very hard to clean up my credit after my divorce and there was no reason for Time Warner to run my credit report as I have been a customer of theirs for years. I explained that I would like to have this inquiry removed off my credit report. He gave me a Customer Cr ([redacted]) and advised me to call them as he had limitations as to the assistance he could provide regarding this matter. I called that number and was transferred to the collections department. Prior to the transfer I informed the agent that my account was not in collections and she told me that they were the only department who could look into this matter. I agreed to the transfer and the agent at the Collections/Billing Department took all of my pertinent information and looked up my account. I explained to her that I would like to have this inquiry removed from my credit report as there was no reason for it. She confirmed that my account was current and not in collections. She then told me that I needed to talk with Customer Care about this matter. I explained to her that I was transferred to her from Customer Care. This agent put me on hold and then came back and said that her [redacted] will look into this matter and will get back to me within 1 - 4 business days. It is now day two and I have not heard from them. In essence it appears that no one knows why this inquiry was done.Desired Settlement: I would like Time Warner to remove this Hard Inquiry from my credit report immediately.

Business

Response:

Please note these records go to Experian not Equifax, and all of those credit inquiries are SOFT inquiries, they are already masked and cannot be removed. This does not affect a customer's credit score in any way as it is a soft hit, and only the customer can see the inquiry. No creditors can see these inquiries.

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:

There was no reason for Time Warner Cable to put any type of inquiry on my credit report whether soft or hard. I have never encountered any Cable Company running credit checks on long time customers for no reason. They have yet to disclose the reason for any inquiry being done on my credit report. Yes, these can be removed they need to contact Equifax and request that it is removed immediately. Additionally, my credit report is being monitored by Lexington Law and their inquiry is listed as follows:

[redacted], a change to your Equifax credit report has been

detected which may LOWER your credit score: a new inquiry listing TIME

WARNER CABLE-NYC was placed on your credit report on 03/**/2014.

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:

If "masking" their the hard inquiry placed on my credit report by Time Warner Cable is the same and removing it, why is it difficult for them to go ahead and remove it? That is the only way this will be resolved for me.

Thanks,

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

Sincerely,

Business

Response:

Based on the limitations of the system "masking" is the only way to remove the information. This action addresses the customer's concerns and TWC regrets the customer does not find the resolution satisfactory.

Review: I have been unable to access emails on my Time-Warner road runner account for over a week now; I have over 30 emails wtg to enter my in-box but T-W says their Servers are out, but won't say how widespread the problem is, or give any idea when it will be resolved, nor do they offer a credit. I'd just like more info (and certainly a resolution of the problem)Desired Settlement: I would like to know how/when they will resolve the problem

Business

Response:

On 6/**/14 [redacted] confirmed with the customer that the email issues had been resolved.

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,

When I received a call from someone at TWC at work (I did not even know they HAD my work #!) I was surprised and felt sort of put on the spot; it was difficult to talk at work. So while it has been resolved its not in response to any action taken by you (I do appreciate the way this matter was quickly responded to, however), TWC did not give anyone a clear idea of why the problem occurred or why it took almost 2 weeks

to resolve. I will check their website to see if they have anything there

Review: In the last few months the internet service provided by Time Warner Cable in terms of reliability, speed and equipment has been consistently well below what we are charged for. We've had multiple service failures - days at a time with speeds around 0.1Mbs and latency above 1 second! This is similar to using phone modem speeds.

Over the past week, service has been unusable. Customer service failed to provide assistance after numerous phone calls resulting in hours of lost time and productivity on my behalf. The representatives varied from incompetent to rude, and would disconnect the call multiple times. The representatives made repeated attempts to charge me for equipment and services I have not requested. Time Warner customer service also failed to provide me with information to file an internal complaint in regard to their service.Desired Settlement: We want credit for all the service failures and time spent negotiating over the past months. Specifically, we are asking for 4 months of service free of charge. As customers for over 10 years now, we want loyalty appreciation in the form of a letter of explanation and apology for the time we lost trying to resolve this matter.

Business

Response:

CREDIT OF $183.92 (4 MONTHS) ISSUED TO RESOLVE DISPUTE FILED

WITH THE Revdex.com.

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 for the issue on hand. I appreciate the efficient mediation on your part.

Yours,

Review: I signed up for service online after checking that the channels that I wanted were included in the package that I selected and paid. The day before installation a rep called me to confirm and told me that the package that I paid for does not include the channels that I wanted even though it clearly stated that it did on their website. After the rep told me that I told him to just cancel my order for new service and refund me back the money I already paid. He said that they would cancel the order and refund the money and it would take 5-7 business days to go back on the debit/credit card. One week later, still no money so I called again and the person I got said it would 2-3 weeks. Four weeks passed and still nothing so I call again and this time the rep say it takes up to 30 days and I would recieve a check in the mail, that the money was not going to be put back on the card. So again I waited for a month to pass and still no check in the mail. I called again and now the rep said 90 days. At that point I told her okay this is ridiculous, I am going to file a complaint with Revdex.com. So here I am 5 months later filing a complaint.Desired Settlement: I want my $85.84 refunded to me because they make you pay in advance for the month's service, and they never provided/installed any service.

Business

Response:

Our records indicate that [redacted] paid $84.82 toward this account. In view of the long-standing nature of this matter, [redacted] arranged for [redacted]'s cable account credit balance to be refunded to her credit card account (which is the same credit card account she used to make the original payment). He advised [redacted] she should expect to see this refund on her credit card account during the week of 7/*/14 (3-5 business days).

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 am unable to see the response. However Time Warner Cable has reached out to me and [redacted], an agent from TWC will be corresponding with another agent regarding the refund. He advised that if by Monday, July [redacted] I still have not received the refund that I should contact him. Hopefully I will get the refund by then and at that point we can close out my complaint with Revdex.com as satisfactory, but as of right now this complaint has not been resolved. My reasoning for this is that Time Warner Cable has been unreliable and a nightmare dealing with and I have no faith in them expediting this as they should. Any questions, please call me at ###-###-####.

Thank you

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

Sincerely,

Consumer

Response:

Received the refund late last night. Complaint has been resolved. Once again Revdex.com has done an amazing job in resolving matters. Thanks so much!!

Review: I've been a TWC customer for nearly a decade. My bill has creeped up to $167/month for basic cable and basic internet service. My service began at close to $100/month, but was raised several times without my authorization. I recently called to complain and they agreed to reduce my bill to roughly $90/month, but with a lower tier of internet service (I was originally signed up for the lowest tier so I was surprised to learn that there was a lower tier). When I asked to be given the "deal" featured on their website for TV + Internet for $54/month I was told after literally showing them the page (they weren't aware of the deal) on their own website that this deal was for new customers only despite the fact that this was not stated on the site. I'm not sure if what they're doing is illegal, but they are being deceptive by increasing my rates without my explicit authorization, and they have been drastically overcharging me for years -- just a couple months ago I was told they increased the "package" that I had by $15/month without my authorization and this is essentially the same package being offered for $100/less per month than I was already paying. They are being sneaky and deceptive.Desired Settlement: My bill should be retroactively adjusted to reflect the LOWEST PRICE AVAILABLE for the services for which I originally signed up for. Also, I would like to see them end these deceptive billing practices whereby they dramatically increase rates for some customers (those that aren't vigilant about it if I were to guess) while offering same or similar service for less than half to others. I feel like I've been ripped off

Business

Response:

On 6/**/14 [redacted] left a voice mail message advising she had provided lower rates. To date there has been no reply.

Review: I have had time warner cable for a few years now and decided to cancel the service for 2 reasons; 1 because they keep raising the price every month with hidden fees and I thought I was paying too much which was 160 a month, and 2 because I was moving so I took this for a chance to try out a different cable service, when I called to cancel the service I was told that because I was moving I could get a better deal. I was promised to be paying 130 a month including free HBO for a certain time and they are charging me for the HBO; when I had asked several times if the 130 dollar a month was including all taxes and all the fees and I was told yes, then I received my bill and my bill was 160 the same exact price I was paying before, I then called time warner cable to tell them that I was promised a price and they said they will investigate and that I would get a credit on the following bill so now I get the other bill and it is still 160 a month. Why is this company lying to the customers if I would of known they would not give me the price they had promised I would of cancelled the service when I called to cancel. This situation is so disappointing and am truly unsatisfied with this service.Desired Settlement: I want Time warner cable to give me the price they had promised me, if I do not see a change I will just cancel the service like I had to do a long time ago.

Business

Response:

A review of the customer's current account indicates their rates are discounted. TWC regrets any confusion. Customer had a Triple Play package at their old address but took only a Double Play package at their new one. As a result the rates are slightly higher at the new address. If customer goes back to the Triple Play TWC would be happy to check on lower rates but cannot lower the rates for the Double Play package (Triple Play discounts are slightly higher).

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]

When I called to cancel the service I was not told I would get double play all I was told is that I was going to recieve a special offer since I moved out and that I would pay 130 a month including all fees and taxes. If I used to have triple play and paid 160 a month why if I was offered a special offer to lower my bill why am I getting charged the same thing. They are lying to customers telling them they will have lower bills so that they dont cancel the setvice but then recieve the bill and get charged the same thing

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

Sincerely,

Business

Response:

TWC regrets the difficulty. TWC is providing the lowest rates possible, based on the services requested.

Review: I recently moved from Albany, NY to NYC. Time Warner Cable ([redacted]) was my television and internet provider in Albany ([redacted]). Before leaving Albany, I called [redacted] to notify them of my move. The customer service representative encouraged me to stay with [redacted] for my new place in NYC. I agreed to stay with [redacted] because they quoted me $153.00/month for four boxes, one DVR and high speed internet for my NYC resident.

During the same conversation, I asked about returning the Albany [redacted] boxes, and the [redacted] representative told me that I could drop off the [redacted] equipment at any [redacted] location in the NYC area. Since moving back to NYC, I've tried returning the boxes thrice, once at the [redacted] location and twice at the [redacted] ([redacted]) location. After my first rejected visit to the [redacted] office, I called [redacted] and informed them of the rejection. According to the [redacted] office, they are unable to accept my boxes because the boxes are not NYC boxes and they do not have my account number. I called [redacted] and they told me that the information that I received from [redacted] was incorrect. They said that I should try the [redacted] location. Which I did and was rejected again. I called [redacted] again, and informed the second rejection and they said that I had received incorrect information. According to [redacted] headquarters, at each [redacted] location, there is a person who is trained and has access to the software that is used upstate. When I went back to [redacted] location and spoke to the reps. they told me that the information that I am getting from [redacted] HQ is in correct and inconsistent. I then followed up with [redacted] and informed them of [redacted]'s statement. [redacted] said that they would send me a box for me to return the equipment. To date, I have not received the boxes to return the equipment. I've since followed up twice and this issue is still not resolved.

Additionally, when the technician arrived to my NYC address to install the 4 boxes, DVR and internet service, he only installed one box. I decided to cancel my [redacted] service.

To date, the only thing I've received from [redacted] is a collections letter claiming that I owe them for unreturned equipment. This is grossly inappropriate, unprofessional and unethical. I refuse to have my credit tarnished for [redacted]'s flawed and inconsistent policies.Desired Settlement: I would like the following resolutions from [redacted]: remove the collections action against me; a letter sent to the credit reporting agencies indicating [redacted]'s error.

Additionally, I would like to return the equipment to [redacted]. [redacted] needs to provide a postage paid box for me to return their equipment.

Business

Response:

Good Afternoon, I have spoken to [redacted] (who is now residing in NYC ) in regard to her complaint. I apologized that she was given misinformation on where to return her equipment when she moved from the Albany area. I have instructed our warehouse in Albany to send her empty boxes with return labels so that she can just ship the equipment back to us. Once we receive the equipment back her account will update and reverse any charges that were applied. At the same time any collection agencies involved should automatically be notified. If you need any further information please let me know. Thank you. [redacted], [redacted]

Review: I'VE BEEN HAVING ON GOING ISSUES WITH MY PHONE SERVICE THROUGH TIME WARNER. THIS STARTED RECENTLY AND I'VE HAD THE TRIPLE PLAY FOR QUITE SOME TIME WITH NO PHONE PROBLEMS. THE PROBLEMS ARE THAT THE PHONE DOESN'T DISCONNECT PROPERLY AND I OCCaSSIONALLY GET AN ECHO. I SWITCHED TO TIME WARNER BECAUSE I HAD SIMILIAR PROBLEMS WITH A VERY CHEAP FOREIGN PHONE COMPANY AND DECIDED TO SWITCH TO AN AMERICAN COMPANY THROUGH THE TRIPLE PLAY.

TODAY I HAD THE PROBLEM AGAIN AND CALLED FOR TECH SUPPORT. THEY MUST HAVE HAD ME ON THE LINE FOR ALMOST AN HOUR WHILE THE TECH KEPT GOING TO THE HIGHER LEVEL AND THEN RETURNING TO ME AND HE REFUSED TO HAVE THE HIGHER LEVER SPEAK WITH ME DIRECTLY. THEY BLAMED ME FOR THE TECHNICAL ISSUE. I AM A 72 YR OLD POST COLLEGE GRAD AND RETIRED PROFESSOR FROM [redacted] AND THEY TREATED ME LIKE AN IMBECIL, SAYING THAT I DON'T KNOW HOW TO HANG UP THE PHONE CORRECTLY. I EXPLAINED THAT THIS IS A RECENT ISSUE AND THAT I DO KNOW HOW TO HANG UP A PHONE. THE PERSON WHO CONTINUALLY INTERRUPED ME IS [redacted] #[redacted]. I FINALLY GOT SO ANGRY WHEN HE NOT ONLY KEPT INSISTING IT WAS MY FAULT (I WONDER HOW I MAKE A PHONE HAVE AN ECHO)? AND THEN HE HAD THE GAUL TO SUGGEST THAT I CONTACT MY OLD PHONE COMPANY FOR HELP WITH THIS ISSUE. YES, YOU READ THIS CORRECTLY. ARE THESE PEOPLE PURPOSEFULLY TRYING TO PLAY MIND GAMES OR ARE THEY THIS INEPT? I WOULD LIKE TO HAVE THE ISSUES ADDRESSED IN A PROFESSIONAL MANNER AND CORRECTED. THANK YOU.Desired Settlement: REPAIR OF THE ISSUES..SOMETHING IS WRONG IN THE SYSTEM...SOMETHING GETS STUCK IN THEIR SYSTEM AND THEY ARE TRYING TO BLAME IT ON ME WHICH IS BEYOND ABSURD.

Business

Response:

Repeated efforts by TWC have been unsuccessful in conforming the issues the customer reports. Both field and office staffs cannot witness or replciate the problems. TWC is concluding that no cable-related issues exist and there is nothing further that can be done.

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 just spent 20 minutes writing a response, clicked on PROCEED and this is what happened:

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

Sincerely,

Business

Response:

Both TWC's field and TWC's office staffs have been unable to witness or replicate the issues [redacted] states are occurring. Extensive monitoring has been conducted as well as several repair calls. The issues being reported are not cable-related.

Review: I feel that Time Warner and [redacted] struck some sort of deal which allows Time Warner to monopolize the entire [redacted] Houses, therefore the residents, including myself have no other choice, but to use Time Warner for their cable needs. This allows Time Warner to continue to raise their prices and give less than mediocre services. With knowledge of us as consumers not having any other options other then no cable at all or to continue to use the mediocre services of Time Warner.For over 3 months, the cable service have been almost non existence in my home. My cable have gone off so much, I don't get the chance to watch a complete program. And forget about making or receiving any phone calls. I have been given so much credit for the incomplete service, but it's not the credit I want, even though I am entitled to it, I want my service to work like it's suppose to. It seems that no one at Time Warner knows what is going on. I am told every time I call, which is a lot, that Time Warner is up grading the system. How much up grading do Time Warner need? Someone of importance need to rectify this situation ASAP for me and other consumers that is having this problem. I have been a Time Warner customer for close to 25 years and the way I have been treated of late, I wish I wasn'tDesired Settlement: I want and need the cable working like it is suppose. It got to be something that Time Warner can do to make this right. I want to know the real story behind what is going on because the outage is happening to much and too frequently.

Business

Response:

On 11/**/14 [redacted] apologized and confirmed the customer's services are working well.

Review: April [redacted] I agreed to TWC whole package but the cable was never turned on, the internet never worked properly and after multiple complaints and cancelled tech visits we never had working service so we gave up and cancelled service. Now they are not only attempting to bill us but have actually sent our bill to a collection agency despite our continued attempts to make a complaint. Please assist us with a full refund the service has not worked since we started the agreement.Desired Settlement: We want the bill for service cancelled since the service was NEVER WORKING!

Business

Response:

Account closed with a balance of zero. All records are being updated to prevent customer's credit rating from being negatively impacted.

Review: I have had to speak on the phone every single week, sometimes multiple times a week, about a billing change, and after over 10 phone calls, there continues to be no record of previous conversations, and thus no change in my monthly charge. Further, every time it is resolved (over and over with zero actual result), I am told not to pay my bill until I receive a new one, and yet then receive multiple automated phone calls per day about a late bill.Desired Settlement: I am overpaying for very poor service to begin with, and these few months constantly having to re-hash out a billing conversation weekly have been despicable- it's clear that your monopoly on the market results in a lack of interest in a quality product and in trained customer service.

Business

Response:

THE CURRENT RATES ARE NOW $129.99 TRIPLE PLAY, $10.25 CONVERTER FEE AND $5.99 MODEM FEE, TOTALING $146.23 PER

MONTH. CUSTOMER SHOULD SEE CONSISTENT FEES GOING FORWARD.

Consumer

Response:

I was happy to accept this response for complaint ID [redacted] from the business guaranteeting this rate on all future bills. However, when I received my most recent bill, this was not the rate that was given. I received a bill for $160.39 rather than the rate that was guaranteed in resolution to this issue. I am very frustrated.

Sincerely,

Review: I called to cancel my Time warner cable internet service in August of 2013.

They instructed me to return the modem equipment to any Time warner location. I chose to return it to their [redacted] location in Manhattan within a week or two of calling.

When I arrived at their location they were very busy, and I was invited to leave my equipment In a big plastic bin on their counter. I was told that they would process it later, and I could avoid the wait this way. I do not recall getting a receipt.

The time warner automated billing system continued to charge my credit card. I had a newborn at the time and did not notice the charges, for several months.

I believe I first called to complain about this issue in November 2013. The [redacted] informed me that they had some issue locating my modem. This was news to me. I was told I would be called about status of a refund, but that they would definitely stop billing me immediately. I was never called.

I called again in (Feb 2014) ? I was told that they did not locate my returned equipment and that it may be some problem related to the fact that I live in Queens but returned the modem to a Manhattan Location. They are still charging me, but promise to stop.

I called again in (May 2014)? They are still charging me. They again assured me that they would cancel my account and stop billing me. They also advised that I should find my Credit card number on their automated billing system and remove it. They again promised that I would be contacted about a refund. I was never called, however I did remove my Credit Card from their system.

In May, July 2014 I begin to receive email reminders to pay my time warner bill.

At some point July/August 2014 I recieve collection agency letters about my time warner bill.

In August 2014 I called several times to request my account be cancelled. Each time I was promised a call back regarding a refund.

During my last call I was told that an internal investigation regarding my modem had concluded that my "roommate" had a time warner account and that they must be using my modem. This is patently absurd. I live in a multi family home and do not have roommates, only neighbors. My neighbor and I have had Time Warner at the same time so he must be using is own equipment. Additionally I know for a fact they can trace the MAC address of the hardware connected to their network and should be able to positively identify that the modem on his account is his own, and not mine.

At this point the [redacted] told me that It was not possible to cancel billing to my account unless I produced a receipt for the modem. I definitely do not have this year old scrap of paper if indeed I ever got one. I asked her pointedly if they intended to bill me forever for a service I was not using. The [redacted] replied, "it is possible."

At this point they are holding a year of errant charges, and are dinging my credit score. Out of desperation I've agreed to allow them to "charge" me for the modem $70. and Issue me a refund for the remainder, and STOP CHARGING ME and SEND to collections. They again advised me that they would be calling me within a few days....

To date I have received exactly one call from Time Warner. The [redacted] identified herself, then asked for me by name and explained the call was regarding my account cancellation. Immediately after confirming my identity she excuses herself and claims she needed to call me back in "5 minutes" Never heard from her again.

HELPDesired Settlement: 1. refund all payments since august 2014 (approx $600)

2. call off collection agencies

3. fix any credit score hits they may have issued

Business

Response:

Account closed, credits exceeding $600.00 issued, all records have been updated.

I am currently a time warner customer, I just found out that my account was altered, services changed, etc yet I gave no authorization for this. turns out it was done by a customer service agent. I have called, and done live chats to resolve this issue and have the changes that were ILLEGALLY made to my account reversed, yet they claim they cannot do so. this is an outrage for this to happen. I have been left no choice but to try and go through the Revdex.com in hopes this will help prior to contacting a lawyer to find out if this is a possible class action lawsuit issue. I was guaranteed a set price last year for roughly $57.51 per month for standard internet + turbo, and phone, and now that has all been changed with out my permission/ authorization on my account. I wonder how many other people have fallen victim to this?

Review: I have contracted with Time Warner to provide high speed internet service so I can view television at a location outside NYC through a Sling Box. I have had problems with their service over the last two years, specifically not getting the high speed service I contracted for resulting in poor TV reception. When my wife reported this problem to the Revdex.com a number of months ago Time Warner rectified the problem. Sadly, the problem is back and I think it is back because I negotiated a new rate structure with Time Warner and they decided to cut their service to me even though they said that they would not be doing that. I believe I should get 2 week refund from Time Warner for not getting the service I contracted for (and so not being able to watch TV) and going forward they should provide that service.Desired Settlement: Two week refund (as of this date) and delivery of the high speed Internet service I am paying for.

Business

Response:

TWC's Broadband department has nnot been able to verify any service issues. Customer has their direct number for assistance.

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]

TimeWarner has used the tactic in the past of insisting they can not see anything on the line. Every 4 to 6 months we have the exact same problem that lasts for weeks while we complain until they finally fix it. We now have a monitor on our television that clearly shows that our cable and internet are not receiving correct upload speeds. When we use our adjoining internet provider [redacted], the monitor indicates that the streaming is just fine. We are paying for high speed internet which is 30 down and 5 up. We added high speed internet so that we could use a slingbox when we travel to our Long Island home. The slingbox only requires 3 up to run decently. The monitor on our tv shows that TimeWarner is throttling its bandwidth or has so much noise or congestion on the line that what we receive ranges from 0 to 4.4 up with repeated swings to .600 sometimes up to three times in five minutes. The monitor shows that the [redacted] streaming alone is steady and is usually above 5 up, with strong steady download Not so with Time Warner. We invite anyone from Revdex.com to see the monitor for themselves.

Time Warner pretends that it is giving its customers high speed cable, they expect customers to pay for it. But they do not delivery the service they say they offer.

Interestingly, last week I told TimeWarner Internet Specialist Team that we would be in the city to test the system further last Monday (a week ago). The specialist insisted that once we were home, we would have no problem. Well, we were not able to make it to the city either Monday or Tuesday--and we did not inform Specialist Team that we were still out on Long island. And lo and Behold, on Monday and Tuesday the system worked just fine from Long Island! Was is a coincidence? Or did TW stop throttling because they thought we were in New York and sought to blame the problem on our system on Long Island.

Finally, in addition, at least two TW internet specialists have stated to us that we are maxing out our down and upload speeds, when the monitor clearly shows us that we are usually nowhere near the max of 5 up. The highest speed is average 3.8 to 4.4 with crazy lower swings to .600 and below. The same specialists informed us that shortly Time Warner is going to come out with higher upload speeds that we should buy at a higher rate. WE DONT NEED HIGHER SPEEDS WE JUST NEED AT LEAST 3 UP ON A REGULAR BASIS!!!! The specialists also complained to us that we were uploading a lot everyday (yes we watch one to three hours of tv using the internet per night). My wife finally stated to one specialist that she thought there was no cap to uploading per day and that we were simply paying for 30 down and 5 up. Dear BB, please get involved here. It seems that TW is now trying to sell its upcoming faster speeds, or to throttle the bandwidth they offer if they think someone is using too much bandwidth. Please use your own investigators and do not rely on the denials of TW. Please send someone to us to see the speed monitors which are continuous real time. Please see the previous case on this same issue. Please read articles in the Wall Street Journal which basically outline the exact problem we are having with TW. Thank you. Two Senior Phds, [redacted] and [redacted]

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

Sincerely,

Business

Response:

TWC's Broadband department has concluded that no service or signal issues exist, customer is simply maxing out their bandwidth. TWC's conclusions are based on extensive investigation and monitoring of the customer's HSO usage.

Consumer

Response:

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

Two days after our previous complaint posting, we finally began to receive consist adequate bandwidth for the service we are paying for. We are using the exact same equipment that we have used for the past 2 years and it worked fine without problems. Except that every 4 to 6 months we go through the same exact problem from TW for several weeks at a time. In each instance they begin by telling us that there is no problem. But our monitoring system for the bandwidth indicates that we are not exceeding our bandwidth of 5up but rather that TW was providing us with very unstable signals or bandwidth swinging wildly between .003 to 4.9. and almost never to the 5up we pay for. We believe TW was attempting to force us to pay for an even higher level of service, instead of making sure we received what we were paying for. We are good customers and have paid for both cable service and internet service for more than 20 years. We have paid for high speed cable in addition for more than 2 years. WE REJECT THE RESPONSE OF TW that we are using more than our alotted amount of bandwidth which is simply not true. HOWEVER WE ARE PLEASED THEY HAVE FINALLY FIXED THE PROBLEM AND ARE NOW ONCE AGAIN GIVING US THE CORRECT BANDWIDTH AND FUNCTIONALITY THAT WE HAVE BEEN PAYING FOR. But we are concerned that this problem will continue to disrupt our lives every 4 to 6 months for several weeks at a time, which has been the pattern for the last 2+ years.

Sincerely,

[Your Answer Here]

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

Sincerely,

Review: I have been trying to reach out to Time Warner since June [redacted] and have gotten no where. I called to get a tech to my house and all they do is make and break appointments and have gotten no where and I am requesting your helpDesired Settlement: I would like to get equipment up and running and would like to be compensated for all the aggravation.

Business

Response:

On 8/**/14 [redacted] left a voice mail message and also sent a contact email. To date there has been no reply.