Time Warner Cable's New York City Region

Review: On February of this year I exchanged the cable box that I had in my residence to TWC due to it not functioning. Upon returning the box I was given a Wifi box (when I had already purchased one)and later charged 5.99 per month for having it. On July [redacted] when I contacted TWC to reduce my ever growing bill I discovered that my bill was $192!!!! A long way from the 129.99 that was advertised to me. When I requested my bill to be lowered I was tranfered to over 4 people then disconnected. Finally I got frustrated and chatted with a TWC rep. online ([redacted]). She quoted me $131.24 for the reduction of my internet speed and removal of the Wifi box TWC provided me with. When I asked if the mentioned change was noted on my account she affirmed that it was, just to mention to customer service that I spoke to her. When I contacted TWC I was again transfer and disconnected by the rep.Desired Settlement: I want a refund of the $34.94 that was charged to me for a box Wifi box I already owned (not rented). Also, I want TWC to honor their agreement to lower my bill.

Business

Response:

On 7/**/14 and 7/**/14 [redacted] left 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 have determined that my complaint has NOT been resolved because:

I have responded to the business in a timely fashion. Today, August [redacted] I will follow up with the TWC representative via e-mail so there is a paper trail.

TWC hasn't lowered my bill to the agreed amount and continue to provide inadequate service. If this issue continues I will find another provider to transfer my internet, cable and phone service to.

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

Sincerely,

Business

Response:

Two messages have been left advising customer to call [redacted] at ###-###-####. Customer can also seek assistance at ###-###-####.

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.

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: Time Warner Cable added 2 bogus charges to my first two bills. On the first bill they charged me 29.99 for "Ezc Video Kit Rescue" and on the second bill they charged me 47.99 installation charge when I opted for the free self-service installation.Desired Settlement: I already called the company and I was told that the charges would be removed, however, I would like an explanation for the bogus charges that other consumers may inadvertently pay.

Business

Response:

On 10/*/14 [redacted] apologized, issued credits totaling $77.98 and offered future assistance.

Review: In September, I received and advert by mail offering a new service which was for ~ $ 150 including tax and service charges. This also included a free laptop when 3 months of service was completed. I confirmed this offer over the phone with the CSR and at that time also setup auto-pay. The agent confirmed the offer and gave me a date for the service upgrade / installation. The installation was done and service was conducted.

After a month, I received a bill with incorrect charges of > $ 180 a month for service. I've called the company 7+ times and spoken to multiple service agents. They keep telling me that the case is under review and I've been promised an update for the past 2 months and not received anything. I also have been charged incorrected the total for $ 180 / month and this is the 3rd month that they've incorrected charged me and are deducting the amount from my credit.

The company is purposefully ignoring my complains and have refused to refund me for the amount. Their past 4 promises to get this resolved in < 24 hrs have not happened and I havent got any calls from their supervisor.Desired Settlement: I want TWC to honor the plan they offered me with full service and refund the excess amount they've charged me over the past 3 months.

Business

Response:

On 12/*/14 I spoke with the customer in response to Revdex.com complaint and addressed his billing concerns. I apologized for any misunderstandings he mayhave had regarding the [redacted] laptop promotion and offered to apply a $200.00 courtesy credit to his account. He accepted my offer, matter resolved. ([redacted]).

My internet is not working. I has an appointment with TWC. And a technician was supposed to come between 5-6pm to fix the problem. I got a call from TWC at 5:08pm to confirm that I'm available. After I confirmed with the system and I was told 'see you soon'. I waited one hours and none came to my house. I then called TWC and was told that my appointment was cancelled. Can you believe this??? I told the customer representative that I want to file a complaint about this. After waiting for 30 minutes, I was transferred to another customer representative. After reexplaining everything, the new customer representative told me "you did not have an appointment with us today....." TWC has the worst customer service in the world!!

Review: On [redacted], Sept. **.2013 I had a Time Warner Cable technician scheduled to come to my home to upgrade my internet service. He arrived at 12:15 p.m. He was only supposed to change the modem for the upgrade. When he arrived, [redacted], he instantly began complaining about where the modem was located. When I asked if this modem would increase the reception in my living room and upstairs, he started complaining even more, he would have to check all the wiring inside and outside. I said why? It's only the modem. He then went on and on and on about how he would be stuck going through all the wires inside and outside of the house. My husband and my father in law were in the kitchen listening to everything this man was saying. When he was checking the modem in my bedroom he kept complaining about where it was, where the wires were (against the wall under the window where they had originally been put by Time Warner). Complaining about how this might not work. Then he wanted to see where the wires entered the house so I took him into the yard. Now, this is not my house so anything in the yard was not mine to take or move around. He complained even more about where the cable wires were located, said how ridculous this was, he can't be responsible for a job like this, why don't I move things, how stupid this was. I kept saying I don't own the house, I was not the one that put the wires here it was Time Warner!! Then, he insisted that I actually HOLD THE CABLE WIRES WITH MY BARE HANDS, PULL ON THEM SO HE COULD SEE WHERE THEY WERE COMING FROM!!!! I was disgusted at this point. Again all he could do was complain, LOUDLY!!! I finally just got disgusted and demanded that he leave my house. He argued with me. Wanted to know if I wasn't happy with his job performance. I just kept insisting he leave. He then offered to just put in the new modem. I must have told him no more than five times. Again I just demanded he leave my home. I practically threw him out!!. I called Time Warner immediately!! As I was waiting for a rep to pick up on my call waiting this technicians phone number came up!! I wouldn't even answer it!! This was so horrible for me, my husband and my father in law who was visiting!!!Desired Settlement: I want a written apology from Time Warner along with satisfactory compensation for the horrible and disrespectful way I was treated by their technician.

Business

Response:

The Revdex.com complaint has been forwarded to senior management and they are taking the appropriate action, based on the customer's concerns.

Business

Response:

I left a message, voice mail, reach number for Ms. [redacted] to call me in follow up ([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.

Sincerely,

Review: My husband was sold a package to change our phone from [redacted] to time warner cable. He was told that the phone would automatically switch over with no problems. Upon a visit to time warner and numerous phone calls we realized that a service call would be needed and that a technician would have to run a line from our phone jack to the modem. We canceled the phone service from time warner and attempted to get our [redacted] service back. Currently 8 days later I still have no phone service. My husband took time off from work to meet a technician from [redacted] to find out that Time Warner cable had not released our phone number to [redacted]. I have two children and an elderly person visiting me and a home phone is extrememly important for safety issues. I have spent the past 2 hours on the phone with varipus time warner people and they refuse to release my number back to [redacted].Desired Settlement: I want my phone turned back on with [redacted]

Business

Response:

On 12/**/13 service was transferred as requested, case closed.

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 moved to my new apartment and I tried to connect my internet from Time Warner Cable on April **, 2014.

I called Time Warner Cable Customer Center located in NYC, through the number, ###-###-####.

I almost finished the order to connect the internet service, and I told them my wife's Bank of America Debit card number because they asked to get the money for the bill.

(I expected that the money will be charged after I got the installment but they charged right after I hung up.)

But I checked Time Warner Cable's internet homepage and I found out they have the same internet service with much cheaper price.

So I called the service center again within 30 minutes from the initial order, and asked for the price match to their web page's offer.

The representative checked it and she agreed their web page's price is much cheaper, so she asked her manager that she could match the price for me but it was not approved.

So she advised me that I can cancel my order and do the whole ordering process through their web site again. I asked for the cancel of my order then reorder through their web site.

After the call for the cancel, my wife checked her account and $137.98 is charged already(with in processing status.)

I called again to check to refund and I got the answer that I am able to get my money back to my wife's account, total $137,98.

I waited for 3 days to get the refund(to May **, 2014) and they still didn't give my money back.

I called the service center, and asked for my refund status.

One of the representatives told me that there was no record about my cancel request so I had to explain the situation again and the refund was confirmed.

She told me that my refund case has been issued their system and I have the reference number [redacted].

The way to get refund is usually by check, and they charges $5 fee from the refund money and it takes 3 weeks to deliver.

I claimed that I can't understand why I have to pay the fee and get the money back with a check and I want to direct deposit to my wife's account.

Because I asked for the cancel less than 30 minutes from my initial order, and the reason why I canceled it was they guided me to do that for cheaper price.(was not my opinion)

The representative agreed to my words and they can give my money back as a direct deposit also for my convenience and it takes 3 to 7 days.

I definitely swear that I got the confirmation of the refund will be direct deposited not by the check. That's why I get the reference number from them.

Today I got a call from the service center that I can get my money back 3 to 7 business days from now(what?) via direct deposit.

I totally don't understand why they delay the refund again.

I called them back and asked for checking my refund status.

I think they sometimes give me different answers, and it depends who gets the call.

I just wanted double check and to know what causes the delay.

The representative who got my call rerouted me to payment department and he said that I should wait for 3-6 weeks from now and it will be a check.

I was surprised that he said the check refund process that I already got the answer a week ago and the waiting time is different(before they said 3 to 4 weeks.)

So I had to explain him about the situation and I has been waiting for 7 days to get the direct deposit.

But he denied every details even the reference number that I communicated with several representatives till today.

He just said they always answered me the same way. They can't give my money back with direct deposit.

If he is right, what is the direct deposit refund confirmation phone call I got just 10 minutes before?

They promised me several times before him and now he denied.

I only can think that they just don't want to give my money back.

I don't want to communicate with the service center any more. They lie to me.Desired Settlement: Refund my money, $137.98 to my wife's account as direct deposit within 3 days.

No check refund. I only accept cash like what they promised me.

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.

Time Warner Cable has refunded my money fully as a direct deposit to my wife's account on May **, 2014.

Thank you for your help.

Sincerely,

Review: I have been long time customer or Time Warner Cable. I recently upgraded to home phone, higher online and home security system. When I spoke the sales rep on the phone I was told I would get TWO $300 gift cards (visa) after 30 days of service upgrade. When I spoke to [redacted] , at the time her was installing everything, [redacted] told me it would ONLY be $300. I was ok with that-thinking the sale rep made an error. Also I was to get $50 rebate for the land line (taken over from [redacted]). I went on line like instructed with my code for the $300-later I rec'd a post card with activation code for land line. I went on the same day I rec'd it and it came up with message: Sorry our records show you are NO longer eligale for this offer because it was submitted more then 30 days. Like I said I did try to put it IN THE DAY I rec'd it in the mail

I tried to contact TWC on their online chat and waited over 40 mins with no one replying my chat request-IT would say "YOU are 8th in kisok etc" then down to #1 and never had CSR chat. I wrote a letter (mailed 6/*/14) with a copy of the post card I rec'd ,as well as print out of message I rec'd. So far NO one has contacted me. Today I tried to check the status of my $300 rebate-and it shows NO record of me applying for it. I called ###-###-#### and was on HOLD for exaclty an hour (my whole lunch hour in my car) and I had to hang up , since I had to return to work. I have given them many chances to contact me & waited. I was planning on using the rebates for my upcoming vacation. [redacted]The installation update 4/**/14-I realize the larger refund is after a certain # of days but not even in status-or in the process "showing" I did in fact register/turn it in upon installation as instructed to. Sales Rep's Name: [redacted] promotion code (Post card) [redacted] expiration date on card is: 7/**/14 and I tried to input it on 6/*/14 when refused!

I have tried to contact them-having patience-but getting no where fast. If I could just reach a person or get a reply to my letters or chats it would make a big diference.

I hope I have given you enough or more then needed info, dates, names and codes etc.Desired Settlement: ASAP-I would like the phone upgrade visa rebate and I just want confirmation that my $300 rebate is in fact in the system-since I did so upon rec' my code, as instructed by the installer [redacted]! The installation tech was great!

Business

Response:

Request has been processed and will be fulfilled within 3 to 5 weeks.

Consumer

Response:

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

[Your Answer Here]

Just an UPDATE on TWC-I rec'd ONE of the Two $300 gift cards. I rec'd it about 3 wks ago-since I rec'd it-I have been patiently waiting for the 2nd one. I have contacted TWC by phone twice -I have been told NO way to track or know if they were sent out. SO I do not know if lost or never sent out to me. They come pre-activated-nothing had to be done to use the one I rec'd,

This has been well over the 3-5 wks waiting period.

Thanks so much for Your Time,

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

Sincerely,

Review: At end of July 2014 I cancelled my Time Warner cable and internet service because I was moving to a new apartment. I had planned to sign up for the same service once I was settled in. Unfortunately, due to work demands I was not able to sign up. This is despite Time Warner Cable's aggressive and relentless attempts to re-sign me although I told them I would follow up. They refused to listen and even at one point scheduled without my authorization a service call to force me to sign up again. I told the service technician when I am ready, I will sign up. About 2 weeks ago recognizing I may have an outstanding balance with Time Warner Cable, I contacted them and they informed me that I owed NO balance as I had paid in full what I owed and that in fact Time Warner Cable owed me $60. I asked was there anything I needed to do in order to get my $60 the person I spoke with told me that I should return the equipment I still had and they would refund me the $60. NOT once during this call was I informed of any further charges or penalties. Nor was I informed of a time frame by which to return the equipment. Now, I receive a bill from a collection agency IC System that I owe time warner cable $514.85. This is an abusive tactic as Time Warner NEVER notified me of this bill nor told me of any penalties. This very abusive and an attempt to smear my excellent credit rating.Desired Settlement: I would like for Time Warner Cable to adjust my bill back to $0 and refund me my $60 ASAP! Moreover, I would like any notifications to all credit rating agencies removed and cleared up. I do not want my record smeared.

I am returning their equipment and do not ever want to be contacted by them for any services whatsoever in the future.

Business

Response:

TWC has updated its records and the refund of $60.15 is in processing.

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 has only been partially resolved. Time Warner has not provided any proof that notifications to any and all collection agencies have been retracted and my record cleared.

Thanks, [redacted]

[Your Answer Here]

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

Sincerely,

Business

Response:

A letter is being sent, customer should receive within 10 business days.

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. Thank you very much.

Sincerely,

Review: We moved to a new apartment in late August and attempted to purchase internet service via TWC's website. We purchased their 'Turbo' tier of internet speed for $44.99/mo and intended to do a self-setup with our own equipment. However, due to a glitch on their end, the order was never fully processed and, after many hours on the phone, we were forced to place a new order over the phone; the woman on the phone assured us that all monthly costs would be identical to our web order.

On 09/**/2014, we received our first bill on TWC's website and noticed the following anomalies:

- We were instead given the faster 'Ultimate' tier of speeds for $49.99/mo. Although we appreciate the heavy discount on the faster speed, the extra $5/mo was subscribed to without our notification or consent.

- We were charged $5.95 under monthly charges for 'Home WiFi.' This is apparently an equipment leasing fee; however, we are using our own self-purchased equipment and did not lease any equipment from TWC.

- We were charged a one-time $40.95 'installation charge.' Again, we installed our own equipment; no one from TWC has ever contacted us or otherwise attempted to physically install our service. They typically do not charge this fee for self-installations.

We spent several more hours over the phone and on the web chat and were told that the Home WiFi and installation charge fees would be credited on our next bill.

On 09/**/2014, we received a second bill with the following anomalies:

- The specified credits did not appear; the previously charged $40.95 + $5.95 were still erroneously part of the due balance. However, the monthly 'Home WiFi' charge is successfully no longer being charged for October onwards.

- We were given a $4.36 'partial month' credit which appears unrelated to these anomalies.

- We were charged yet another $40.95 as a 'service adjustment.'

After several more attempts using the live web chat, we were told that all erroneous charges would be credited on our next bill.

On 10/**/14, we received a third bill with the following anomalies:

- We received only one $40.95 credit; the other $40.95 + $5.95 is still a part of our due balance.Desired Settlement: I would like to have the excess fees completely removed from our bill. I would also like to be refunded 1 full month of service in compensation for the many hours of personal time spent on the phone and on the online customer service chat attempting to fix this issue.

Business

Response:

$40.95 was applied for the billing errors and a further $49.99 (one month service charges) has been issued as a gesture of goodwill.

Consumer

Response:

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

[Your Answer Here]

Only the $49.99 goodwill credit has been applied to my bill. There is still a balance of $46.90 corresponding to the very first set of $40.95 + $5.95 erroneous charges.

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

Sincerely,

Business

Response:

Additional $46.90 credit had been in pending status. The adjustment has been applied.

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 attempted to cancel my service with Time Warner on Sept **, 2013 and the agent [redacted] then put me on hold for 35mins. Finally, another agent named [redacted] picked up and indicated he could help me. He then proceeded to tell me that they would not cancel my service until Sept [redacted] because a technician needs to come to my apartment to disconnect the service on the outside. He also told me I would have to continue to pay for a service I no longer have because of their scheduling. I explained that my service was already cutover to [redacted] and that I wanted to cancel service today and return the equipment to the nearest drop off location. He indicated they might be able to move the date up if I went to the drop off. However, when I asked him to make a note in their system that I had requested disconnection and they refused, he hung up the phone on me. My work order # is [redacted] for the disconnection.Desired Settlement: I want my service cancelled with Time Warner effectively immediately. They have clearly gone out of their way to make canceling impossible.

Business

Response:

GOODWILL CREDIT OF $89.21 (TWO WEEKS SERVICE CHARGES) ISSUED IN

REPLY TO CASE FILED WITH THE Revdex.com. DISCO IS ON FOR 9/**.

Review: Almost daily our internet as provided by TWC, goes out. It is an intermittent problem and last several hours at a time. Repairmen come out, say there isn't a problem and leave. Almost every night I am home and want to use the internet there is outages, the repairman even threatened to charge me for coming out since there wasn't a problem at the time. From 6-10 pm the internet is insanely slow or cuts out completely far too often. The problem is not within my residence but they won't admit it or even try to fix it. Many other people I know have the same problem and TWC refuses to fix anything beyond a bad modem, which is not the case, they've given me 3 new modems and all have the same problem.Desired Settlement: I want to be able to use the internet whenever I want and get refunded for each day that it isnt working.

Business

Response:

On 1/**/14 and 2/*/14 [redacted] left messages, voice mail. 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:

[

From: [redacted]

Sent: Wednesday, February **, 2014 3:58 PM

To: Inquiry

Subject: ID #[redacted]

"MESSAGE FROM BUSINESS:

On 1/**/14 and 2/**/14 [redacted]r left messages, voice mail. To date there has been no reply. "

I did call her back, and she basically said, since it is an intermittent disconnection issue, she can't do anything about it. Time Warner has horrible service and support and is the ONLY ISP serving my building, this is anti-competitive an un-american.

--

-[redacted]

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:

[

From:[redacted]

Sent: Wednesday, February **, 2014 3:58 PM

To: Inquiry

Subject: ID #[redacted]

"MESSAGE FROM BUSINESS:

On 1/**/14 and 2/**/14 [redacted]left messages, voice mail. To date there has been no reply. "

I did call her back, and she basically said, since it is an intermittent disconnection issue, she can't do anything about it. Time Warner has horrible service and support and is the ONLY ISP serving my building, this is anti-competitive an un-american.

--

-[redacted]

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

Sincerely,

Business

Response:

Exterior work has been completed, customer should have noted improvement.

Business

Response:

Exterior work has been completed, customer should have noted improvement.

Review: They keep calling us everyday and we've repeatadly asked them to take us off their list and they wont' do it. And it's disruptive to my office and staffDesired Settlement: I just want them to leave us alone

Business

Response:

TWC has updated its records to prevent further occurrences.

Review: Time Warner Cable offered me a discounted rate of $115 including tax for cable, internet and phone service in order to retain me as a customer when I was moving and considering switching to a competitor. The normal rate for the services is $145.49. I accepted the offer for the discounted rate. However, my first bill arrived and I was charged for the normal rate ($145.49) instead of the agreed-to discounted rate ($115).

I have placed 10-15 phone calls in the course of the past week and a half, and have been transferred many times. I eventually was put in touch with a [redacted] named [redacted] at ###-###-####. She is now informing me that she can't honor the discounted rate that had been promised to me. She said the "closest she could come" is a total of $127.Desired Settlement: I would like to be credited for the difference of $30.49 on this bill, and be charged the agreed-to amount of $115 for all future bills.

Business

Response:

Customer does have, and has been advised, that they have an introductory reduced rate triple play package and the rates, before taxes are $99.99 for the Triple Play.

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]

No, I was offered a further discounted rate by the representative in the retentions department. This rate was specially negotiated by Time Warner Cable in order to retain me as a customer given that I was about to disconnect my services and go with a competitor. I was guaranteed this rate by the retentions department, and relied on it when I moved and had my cable installed, but it was subsequently not honored.

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

Sincerely,

Business

Response:

Current bill is $115.46. Amount is under $116.00 per month. Status of gift card is to be determined.

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]

Thank you, I received the June bill for $115.46, which is correct. I just spoke with the billing department and understand two $26.10 credits will be applied in my forthcoming bill (July) as to the two months in which I was mistakenly charged $141.56 per month (April and May). I also understand the $300 Visa gift card will be forthcoming as agreed. Accordingly, I am closing this complaint but reserve the right to reopen it in the event that these actions are not carried through. Thank you for your attention to this.

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

Sincerely,

Review: I called on Dec **. 2013 to cancel my internet service, which they refuse to cancel. When I asked why service can't be cancel; Time Warner rep response that I'm the property [redacted] and they have different agreement with the property [redacted]. I have explain many times that i'm not the property [redacted]; im just tenant and I no longer want the service. After 30 min of talking to rep to cancel my service, they said they will not cancel it and they start charging for service which I don't need anymore and charge my credit card continuously for 2 months. So I called time warner again and explain the problem; same response again that Im the property [redacted] and they can't cancel my service. So I had no choice but to call my bank and cancel any future charge from Time warner. So when Time warner couldn't charge my bank account they report my name to collection agency to get the money.Desired Settlement: I would like Time warner to stop the collection agency call and send me later of explanation why they have refused to cancel my service as well why they have send my account to collection agency when I have requested to cancel my service anytime.

Business

Response:

[redacted] returned his outstanding equipment from this account on 5/**/14. This enabled Time Warner Cable to formally closed the account. The effective date of the disconnection was 1/*/14, and billing on the account was prorated accordingly. After the pro-rate processed, there was a remaining balance due of $61.45. As a courtesy, [redacted] of the Agencv Response Team, who [redacted] was working with, issued a credit adjustment to cover that amount, thereby clearing the account balance to zero. This account is now formally closed.

Review: The 2nd occasion in a month of no email service for more than 48 hrs. I realize TW is working on the issue but the complete lack of communication is the most frustrating part of all. They have no information, no estimated time for resolution, no explanation as we are using a new server or our network went down. The fact that they do not communicate at all is most outrageous. This is tantamount to the Mailman throwing the mail way. I have theatre tickets emailed, bill, invoices, test results from Doctors. I have not heard of an backup system or plan they have in place to avoid the situation in the future. How we they reimburse customers for their lack of service?Desired Settlement: That they have addressed the issue to sufficently to avoid another outtage.

Business

Response:

Messages were left 6/**/14 and 6/**/14, no reply. On 6/**/14 a contact letter was sent. No reply as yet.

Review: My service with TWC was cancelled in June 2014. I was a customer at my previous home located in downtown Manhattan. My husband physically returned all internet, cable and phone equipment to the TWC center located at [redacted] and [redacted] in Manhattan on Tuesday, June *, 2014 at which time he retained receipts of the return. We received a bill for $500+ dollars for services and unreturned equipment thereafter. I contacted Time Warner by phone and after being on the phone for over an hour, the rep advised that we had not returned one of the two modems. I advised her that TWC had replaced an older modem and the old modem was returned over 2 years prior and that the new modem was returned with all other equipment. The old modem was either mailed back or the TWC tech retained. Finally reaching a conclusion, the rep advised no payment was due. Today, July [redacted], I received an emailed invoice for $170.00 and spent the next hour explaining to [redacted] via the TWC chat that nothing was due and a special investigation was launched internally to deal with the old modem during my last call. While on the chat, I was asked repeatedly to pay $90+ for services from May 2014 which did not match the amount in the emailed invoice at which point I was advised that once again, payment for equipment I already returned was due. Told I needed to go back to the same location in NYC and prove I had returned the equipment and/or once again, call TWC and provide back up.

All steps were taken to prevent this situation from occurring and yet, it is still being dealt with at the time and expense of my family.Desired Settlement: Written confirmation that no payment is due and all equipment returned including all modems, cable boxes, remotes, etc.

Business

Response:

To research further TWC requests prior address, phone number and account number. Once information is provided TWC will follow up.

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:

Name on the account in response to TWC inquiry to resolve issue is:

Please let me know if additional information is required.

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

Sincerely,

Business

Response:

Absent further documentation from the customer TWC concludes their records are accurate and correct. TWC would not presume to say that errors are never made, however, when a dispute arises it is the customer's responsibility to provide documentation in support of their contention.

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:

With regard to the old modem, TWC contacted us and advised that they were going to replace the outdated modem by sending a replacement (again this was over 2+ years ago), they advised that we were not required to return the old modem. It was at our insistence and communication to TWC, that we wished to return the modem back to them so that we were not responsible when we terminated/cancelled our account.

With all that being said, I received an e-mail from TWC with a $0.00 balance today indicating that there is no longer the outstanding charge which I have saved in my records. This is after numerous phone calls, e-mails and requests for a locate on the modem while it looks as though this issue has been resolved, it would be nice if this process had not taken 90+ days and so many back and forth conversations regarding a modem that TWC was no longer providing to its customers.

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

Sincerely,

Review: After one month without internet service I decided to cancel my service. One hour on hold. More representatives. More hold. Questionnaires. Offers for technicians to come out. More hold. It is practically impossible to cancel service with Time Warner. Note it cannot be done online. It has to be done on the phone. But they don't let you cancel. In the meantime they keep billing while not providing service.Desired Settlement: I just want my service cancelled and TW out of my life. Hopefully other providers will be allowed in the building.

Business

Response:

On 8/*/14 customer reached Customer Support, they have made arrangements for full disconnection. TWC apologizes for the difficulty.