Time Warner Cable's New York City Region

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: We have been having issues for over a week now trying to get Time Warner out to fix our internet problems. We are a small business that relies on their service. I understand that there have been issues in the NYC area, however, our complaints have not been taken seriously. They have left us on hold for over a half hour at a time and then hung up. It has been extremely difficult to even get a technician out here, they do not stick to their time frames and then cancel after the time the technician was supposed to be here. When the tech did come, he repalced the router and the service has been even worse. We rely on the internet for our program which is internet based, to download plans to print on our special plotter, bill our customers, answer our internet based phone sysetm and get any sort of work done. We have lost out on several jobs and money this past week. We still do not even have an appointment for a technician to come out.Desired Settlement: We want our service repaired asap and a credit for this months billing statement, as we are unable to get our work done and lost out on money, we feel it is not fair to be billed for services that haven't been provided.

Business

Response:

TWC's Business Class division is in touch with customer and is assisting on the service and billing issues raised.

Review: Cxld service in Feb. 2014 Turned everything in like I was supposed to. Was still being billed for monthly services. After calling about 3x to get it fixed and told that it was I was sent to collections. Obviously It was never fixed. Called again and was told collections was reversed and balance was at $0. Had superviors conference me in with collecitions and TW (Time Warner) told collections to reverse this that this was THEIR error. Collections pulled case. Supervisor said this was TW error that they never cxld my service. Today I got an email with a bill for Aug/Sept 2014 service. I haven't had TW since FEB 2014!!! Called customer service tonight and yet again they are useless!!! Asked to speak with a supervisor and was told there wasn't one and was given an attitude and trying to tell me I owed this bill for service. TW has been a headache from day one and that's why I switched to [redacted] and I will never recommend TW to anyone. I need this ERROR on TW part fixed yet again and I shouldn't be getting billed for a service that I don't even have. I am being billed for service that I do not have and was sent to collections for this and time after time I have been told this is resolved I still get bills for service.Desired Settlement: I need a phone call and a letter summarizing everything and that this was TW error and that the collections was pulled and that this is not going to effect my credit. I need proof that my account is CLOSED FROM any ALL charges and that my account was closed with $0 balance. I also need to be compensated for me time, trouble and the fact that this went to COLLECTIONS and could be effecting my credit.

Business

Response:

Time Warner Cable adjusted [redacted]'s account to reflect disconnection as of 2/**/14. [redacted] of the Time Warner Cable Agency Response team left a voice mail message for [redacted] on the phone number provided in the case file. On 8/**/14, [redacted] issued an adjustment of $173.63, closing the account with a zero balance. [redacted] then sent an e-mail to [redacted] advising of the action taken.

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: 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: On 4/**/2014, I returned all equipment and received a receipt for such. In June, I noticed erroneous charges on my credit card. In June, I also noticed an email stating I owe money for account service for the periods of May and June 2014 despite canceling the account in April. I called the customer service and complained about the error. The representative discovered that there was a record on my account of not having returned the equipment until June. She promised that they would both correct their error and refund two checks for 73.19 and 25.00. I have failed to receive both and have received another email from time warner showing a service charge.Desired Settlement: I would like the promised two checks of 73.19 and 25.00 as well as a confirmation that my account is indeed closed.

Business

Response:

TWC's Banking Services department requires documentation from the customer to verify the funds were collected by TWC. Without documentation TWC cannot assist further.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The business has returned the money and stated by email that I do not owe any funds confirming as they promised through their customer service. However?, this morning I received a call from a collections agency stating that I owe money and to time warner cable. I am still not satisfied with their response and this complaint has not been fully resolved.

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:

On 4/**/2014, I returned all equipment and received a receipt for such. Since then I continued to receive billing statements. I called customer service and they claimed we did not fully return the equipment. They agreed to rectify the problem. I just received a credit management notice claiming I still owe them money.

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

Sincerely,

Business

Response:

Customer was advised $48.16 was a valid balance and customer paid the amount on 8/**/14.

Review: I had been a Time Warner Cable ("TWC") customer for over two years at the current address, and two years prior at a former address. I have also been enrolled in TWC's automatic withdrawal program for the entirety of that time, allowing TWC to automatically charge my personal credit card account each month for the amounts owed for the cable and internet services I received. On September **, 2013, I learned from my employer that I was to be relocated to its [redacted] office until, at least, December **, 2013. On October *, 2013, the date of my relocation, I called TWC’s customer service number (on the way to the airport, in fact), spoke to a representative and placed my account on "seasonal hold" for the period beginning on that date and ending December **, 2013. According to the TWC representative with whom I spoke that day, a customer whose account has been placed on seasonal hold is not billed for the cable and internet services which he is contracted to receive, but only a small fee (approximately $18), while he remains in possession of TWC's cable box and related equipment. On or about November **, 2013, TWC billed my credit card the appropriate $18 amount. On or about December **, 2013, having returned home from abroad earlier than expected, I called TWC and inquired about the restoration of my service. I was initially informed that my TWC account was suspended due to nonpayment of an amount of approximately $241. After having explained that my account was on seasonal hold, and providing proof of as much by pointing out the $18 charge to my credit card on November **, I was inexplicably told that my account was not eligible for seasonal hold, since I had returned back to New York from having been abroad earlier than the December ** date that I had originally provided as the date on which service was to be restored. How TWC was able to predict on October * (the date on which my account was supposedly put on seasonal hold by a TWC representative), that my travel plans were to unexpectedly change on December **, when I, my employer, and the remainder of the mortal world were unable to, has yet to be answered. I was further told that, even though TWC's internal records indicate a call was placed and activity undertaken on my account on the dates I claim, there was no indication on TWC's system that my account was ever placed on seasonal hold, and that my account was now overdue approximately $241 because of as much. It is worth noting that, during the relevant period, TWC had access to, and indeed billed, my credit card (for the above-referenced $18 amount), and that at all times prior to October 2013, at the commencement of each billing cycle (the [redacted] of each month, I believe), TWC billed my credit card the appropriate amount for the services agreed to. However, the only amount ever billed to my credit card during the relevant period was the $18 amount on November **, which represented the amount for seasonal hold payments. If my account was, in fact, not eligible for seasonal hold, as TWC claimed on December **, and my services were to be billed as normal, TWC made no effort to charge my credit card accordingly, as they had done every month for the preceding four years.

Further during the above-referenced conversation on December **, after a fruitless exchange with the initial TWC representative, I asked to speak with a [redacted]. The [redacted], “[redacted]”, was combative, condescending and argumentative from the outset, and insisted that nothing could be done to correct the amounts supposedly due and owing on my account. [redacted] also informed me that, even if I was to pay the full $241 amount on that date, TWC would still not be able to restore my service, since there was also an unexplained technical issue that affected my account, and that an in-home service call was necessary to correct the problem. Finally, she informed me that the earliest TWC was able to send a technician for such a call was December **, the very day on which TWC insisted my account was to become eligible for the seasonal hold for which I had somehow retroactively been disqualified. I again pointed out the lunacy in asking me to pay the full $241 that they claimed I owed, while at the same time acknowledging that I would not have had access to the service for which I was being billed until the exact time TWC claims I would not have had to owe that amount. [redacted] was steadfast in maintaining that I was in no way eligible at this point for seasonal hold, because I was not in fact abroad. It is again worth noting that I was indeed not asked when I originally put my account on seasonal hold in October whether I was travelling abroad, nor would my presence in the United States have otherwise been a condition to placing my account on seasonal hold outside of [redacted]’s self-serving and frankly bizarre construct of conditions. Beside myself, and wholly confused by the hardheadedness of TWC’s supposed customer service representatives, I instructed [redacted] to, in the alternative, cancel my account. Her response was stunning: “That is not a resolution, sir.” I disconnected the call.

On or about December **, I called TWC hoping to find a more sympathetic, or rational at least, customer service representative to address the above. I found no such person and was informed that, in order to cancel my account, I was required to surrender my TWC cable box at a local store and settle my final bill there. Frustrated, I resolved to do as much.

On Saturday, January *, 2014, I visited the TWC store located on [redacted] and [redacted] in Manhattan, and spoke with “[redacted]” (last name withheld to protect confidentiality), a TWC representative. I explained each of the facts above and was asked by [redacted] whether I had proof that I was ever, in fact, abroad. Once again, it is worth noting, that (i) at no time during my call on October * did the TWC representative ask, as a condition for eligibility, whether I was travelling abroad,(ii) I certainly was not asked at that time to provide affirmative proof of as much and (iii) upon further inquiry, other TWC representatives acknowledged that, indeed, international travel is not such a condition. It should further be noted the personal imposition asked of me to provide details of personal travel that was neither the province nor the concern of TWC, but merely a tacit questioning of my honesty. Despite all of this, I showed [redacted], who in turn showed his [redacted], the travel documents evidencing each of my flights, which had thankfully remained in my email history. After approximately 30 minutes of back-and-forth, [redacted] and [redacted]’s [redacted] (with whom I was inexplicably not permitted to speak directly), apologized for the inconvenience, took the cable box and modem I had brought, supposedly credited my account the full amount, and provided me with a handwritten (and signed) receipt showing a $0 balance and my account as terminated.

Amazingly, the story does not end here. On or about January **, I received a notice from TWC by mail that my account was overdue, and that the full $241 amount was to be charged to my credit card. Alarmed, I immediately checked my credit card statement and was flabbergasted to discover that TWC had indeed processed a charge of $241.53. I immediately called my credit card lender and instructed a representative (herself amazed at TWC’s practices) not to process that charge, and to block any charges from TWC in the future. I then phoned TWC again and tried to explain to an initial customer service representative the situation presented above. After she repeatedly insisted that I owed the amount charged, even after my account was canceled and a receipt indicating as much procured, I asked to speak with a [redacted]. Ultimately, a third customer service representative noted that my account had indeed been canceled, that no amounts were due and owing, apologized for the inconvenience, and promised to update their internal records to reflect as much. I asked for a receipt and was told that it would be impossible to generate one. Amazed, I asked for an email, or any other written communication to evidence what she had just acknowledged, and the same customer service representative, who was clearly being instructed on what to say from an unknown party who could be heard in the background of the phone call, relayed some message about that not being their protocol, but assured me that their internal systems would be corrected and that no future correspondence was necessary. She disconnected the call before I could express my doubt whether that was true.

And indeed it was not. On or about February **, I received an email from TWC informing me that my February 2014 bill was due. Curious and a glutton for punishment, I opened the email and saw that my account now supposedly carried a balance of approximately $99. It is worth noting here that $99 is not the amount that I was customarily billed prior to October 2013, nor was there any indication of what that amount represented. Attempts to access the bill itself via TWC’s online platform have only led to a series of error messages, one comically indicating that my account is inactive. That email was followed by a letter delivered later in the week informing me that an attempt by TWC to charge $99.41 to my credit card had been rejected by my credit card lender. The letter continued that I was no longer eligible to remain in TWC’s automatic withdrawal program (mercifully!) and that the $99.41 charge was due and owing. On February **, 2014, I contacted TWC through its customer service chat platform accessible through its website. I “chatted” with a representative named [redacted] and attempted to summarize each of the items above. [redacted] confusingly suggested, despite the email I had received prior indicating that the charge was for February service, that the $99 charge represented my final bill. After I told [redacted] that I procured what should have been my final receipt on January *, he instructed me to either call TWC and discuss as much with a “level 3” representative (he himself only being a “level 1” representative), or return to the store on [redacted] and straighten out these issues with [redacted]. I told him I was to do no such thing and, unless these issues were rectified, my next call would be to the NY Attorney General, to suggest an investigation into how a company that twice provided assurance that my account was canceled and no amounts owing (one in writing) could charge a credit card for two incongruous amounts thereafter, short of stunning and reckless incompetence at best, and criminal credit card fraud at worst. The conversation with [redacted] concluded with his assurance that he would pass along each of the above-detailed facts to someone of higher authority, and that they would contact me in the coming days to resolve as much. I provided my cell phone number, but, weary from the last two months of experience with TWC, remain dubious that such a correspondence is in fact forthcoming. I am filing this complaint to ensure that the Revdex.com is aware of TWC’s remarkable misdeeds over the preceding two months. And ask for assistance in resolving this matter without any further effort, time and energy on my part. The last two months have shown a stunning unwillingness or inability on the part of TWC to abide by any semblance of ethical and legitimate billing practices. I further implore the Revdex.com, as this is a matter reflective of a personal debt for purposes of my credit reports, to ensure that no adverse effect thereto will in fact stem from this unfortunate episode. Otherwise, I fully intend on contacting both the Attorney General and my own personal counsel, to seek recourse to the fullest extent of my rights allowed and provided by law.Desired Settlement: As noted above, I ask that no further bills be sent to my home or email, that TWC refrains from charging my credit card for any amounts it fabricates as being due, and that the Revdex.com ensures that none of the foregoing has any negative affect on my credit history.

Business

Response:

TWC regrets the difficulty. A credit of $99.41 has been applied to the account to reduce the closing balance to zero. No further statemets will be sent and the customer can consider the matter resolved.

Review: Over the past few months, Time Warner Cable’s (TWC) service and customer service as it pertains to my account has not been acceptable.

ISSUE 1: PRICES PROMISED & BILLING

In September, 2013, the company offered to provide me with faster internet service and a few extra cable channels for the same total price per month that I was paying at that time, just under $200. In December, 2013, I verified with them that the same offer remained. They confirmed and so I upgraded the service to what they suggested, a package that included their “extreme internet” service.

Then in January, 2014, the company sent me an invoice for an amount that was much larger than normal, roughly double the usual cost. When I asked why the bill was as high as it was, the representative explained that it had to do with the fact I transitioned from one plan to another. However, the likelihood of a higher bill was never explained to me when I upgraded the service. I cannot afford a bill that is higher than I had been paying previously.

The representative also said that the normal total cost of the new package would be substantially higher than what I had been paying before. This despite the fact that, at the time I upgraded the service in December, 2013, Time Warner’s customer service representatives clearly confirmed that my costs would essentially remain the same as before. I explained that to the company’s agents in January and was told they would check the phone recordings for December and call me back within three business days. They never did. I am still being charged a price per month that is much higher than what was promised.

ISSUE 2: MISSED APPOINTMENTS

In addition to the price issue, there were a number of appointments for which a Time Warner Cable technician was to visit my home. One was in December to install the equipment to upgrade my service, another was in January to check the newly-upgraded TWC internet service and troubleshoot and replace the TWC cable box-DVR that was malfunctioning. The Time Warner Cable technician never arrived to either of those appointments. In one case, I waiting for the entire appointment window and beyond but the technician never came; no explanation or apology was provided. In the other case, TWC canceled the appointments without calling me to say they were doing so and without offering me alternative slots.

ISSUE 3: NO USABLE TELEVISION SERVICE

Finally, on Saturday, January [redacted], 2014, around 12.50pm, a technician came as scheduled to check the internet speed and replace another cable box that was malfunctioning. About thirty minutes after he left, the new cable box he had just installed started to malfunction intermittently but extremely frequently. During such incidents, the picture turned completely black and the sound turned totally silent. Short bursts of static and “snow” would be displayed. Each incident would continue for about one or two minutes before service returned. The incidents occur roughly every three to five minutes. The problem makes watching television virtually impossible. This particular problem began only after the new box was installed on January [redacted]. This specific problem did not exist prior to that. None of the troubleshooting suggested by customer service resolved the issue. Now TWC says I must wait several days before another technician can visit to (maybe) resolve the issue—even though I had already been waiting weeks for the previous cable box issue to be addressed.

CONCLUSION

Given the issues stated above, it is clear Time Warner Cable has not been providing proper service to this account. Its issues have cost me far too much time on the phone with TWC agents and waiting for technicians that never arrive. It is time that I should have been applying toward more productive endeavors in my life. It appears they were not truthful when they told me by phone—on at least three different occasions—that my rates would remain unchanged after I upgraded. Now, after I accepted their offer, they claim they never told me that and they claim not to have records that say so. Their repeated cancellation of scheduled appointments is completely unprofessional. All their actions show not only a striking lack of concern for their customers but actual disdain toward those same customers. Such behavior is unacceptable.

Time Warner Cable must...

1. completely restore reliable television service immediately and permanently;

2. Honor its offer to keep the total monthly price (including taxes and fees) at the same rate I was paying in September, 2013, with the same level of service I upgraded to in December, 2013.

3. keep its service appointments and ensure its staff always arrives on time; and

4. because of the enormous inconvenience and frustration I experienced due to its negligence, provide me with at least one (1) month of service completely free. This would apply to all services (cable, internet and digital phone) and also cover any taxes and fees.Desired Settlement: REMEDIES

Time Warner Cable must...

1. completely restore reliable television service immediately and permanently;

2. Honor its offer to keep the total monthly price (including taxes and fees) at the same rate I was paying in September, 2013, with the same level of service I upgraded to in December, 2013.

3. keep its service appointments and ensure its staff always arrives on time; and

4. because of the enormous inconvenience and frustration I experienced due to its negligence, provide me with at least one (1) month of service completely free. This would apply to all services (cable, internet and digital phone) and also cover any taxes and fees.

Business

Response:

On 2/*/14 [redacted] left a 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

I wish to update the status of my Revdex.com complaint (number [redacted]) against Time Warner Cable (TWC).

I still have not been contacted by TWC in regard to this complaint. There has been no discussion about the rates or the customer service issues that were the subject of the complaint.

However, despite the presence of the complaint and the fact that I have been making partial payments toward my TWC account, the company has been repeatedly calling me with harassing telephone calls and threatening to suspend service. Such have been received several times each day for nearly the past week.

Please inform the company to stop making such harassing phone calls.

Also, because I receive a lot of "junk/spam" phone calls, I must know in advance which phone number TWC will call from to discuss this Revdex.com complaint. Email communications is much preferred.

Thanks for your cooperation and service.

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

Sincerely,

Business

Response:

TW Cable regrets the customer's dissatisfaction, however, the notices are deemed necessary to advise them that payment must be made to avoid a potential interruption in their services. This is a process which is in the customer's best interest, as unsettling as they may find it. TWC requests the customer remit payment or call the number given to make payment arrangements.

Review: My service has not been working properly since September of 2014. I mostly control my service through an app on my iPhone. My brother uses an Android and my wife also has an iPhone. Ever since the latest update in September of 2014, my app has not worked and therefore my system has not worked properly. I can no longer arm my system at night or use the "arm away" function. I can only use the "arm stay" function which gives me 30 seconds to leave and 30 seconds to disarm when I leave my home. Technicians over the phone and in person have tried numerous times to fix the problem but they have determined that a new touchscreen will fix the issue. While I have updated all of the software on my touchscreen and apps, apparently the hardware has been changed and this is necessary for my system to work. Here is the problem, a new touchscreen entails and entirely new re-installation and as I have many sensors and cameras, I believe the technicians have been reluctant to return. The latest technician (12/**/14) said she wanted to re-install everything but since the job may take more than 2 hours and she had to pick up a child from daycare, she would re-schedule the appointment with one of her peers the next day (Sunday 12/**/14). No one showed. I've called multiple times and whenever I call, "there are no notes in the system". I do not like to complain; I have been trying to have this fixed since September. I am not one of those crazy people that likes to complain about everything. I prefer for things to work so that I can focus on other things. Do you know how long it takes to get a customer service rep on the phone? How long it takes while they give their robotic responses to my issues? How long it takes for me to fill one of these complaints on the Revdex.com website? I wish people would do their jobs. This has been a waste of my time. Please assist.Desired Settlement: I want the months from September 2014 through the date of resolution credited back to me and I want a technician to actually show up and install my system correctly. According to the various technicians I've spoken to over the phone and in person, a new touchscreen is needed since my present one is not syncing to my phone (which is how I arm and disarm the system - through the Intelligent Home App). A new touchscreen entails re-installation of all equipment.

Business

Response:

Cusotmer has agreed to a service call on 1/**/15 to address the service issues.

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 do not consider the matter resolved. The January [redacted] date is merely a date set up with a technician to finish the re-installation of my system. I set those appointments up myself after numerous calls. No one from time warner has called me to rectify the issue regarding my security system's non-functionality between the months of September 2014 to January 2015. I will say, however, the technician who began the re-installation of my system did an excellent job and worked from approximately 10:00 AM to 6:00 PM to do what he could. There are 3 other parts of my installation that needs to be completed this Saturday (1/**/15), but at least we can now arm our system from our smart phones and use the "Arm Away" & "Arm Night" settings and other features. In order for this matter to be resolved, the loss of use between the months of September through January would have to be rectified. Even though I've lost service, I have paid all of my bills on time. I want 5 months of service on the home security portion refunded to me including the appropriate taxes. My internet has been fine. My only issue has been the home security system. Please follow up with me at your earliest convenience. Regards,[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:

[You will need to call my cell number ###-###-####. I waited a month for a response and that's the excuse? If you wish to resolve the issue please call me at ###-###-####. At the very least, please have the courtesy to leave me a number where I can reach you to resolve the issue. ]

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

Sincerely,

Business

Response:

I CALLED THE "REACH" NUMBER ###-###-#### (AT 10:55 AM) AND LEFT A FOLLOW UP MESSAGE, VOICE MAIL.

Review: I scheduled a payment in the amount of $269.87 on 05.**.14 to be deducted on 05.**.14. This amount was deducted twice from my account causing my account to over draft in the amount of $385.00 as of 06.**.14. This mistake has prevented me from paying other transactions which I had scheduled. I spoke to them on 06.**.14 and they stated that the amount of $269.87 would be credited to my checking account within 4 business days and was told to call after to resolve the over draft fees. As of 06.**.14 this problem has yet to be resolves causing additional over draft fees. My account information is [redacted].Desired Settlement: I ask that all fees be refunded (deducted amount and ban's insufficient fees) in full and that the company reimburses the time and effort it has taken to resolve this issue by providing complimentary services for 6-12 months.

Business

Response:

Customer has been advised it is necessary to provide additional documentation from their bank as TWC's investigation does not verify a second payment was received.

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]

Based on the many times Time Warner Cable inputted their request for a second erroneous payment, my account had 11 overdraft fees ( $35.00 each ) which have caused my other payments late and unable to process, this situation have caused very much stress, requesting the payments of overdraft fees and be compensated for all my stress and embarrasment with other companies.

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

Sincerely,

Business

Response:

Per TWC's Payment Services 8/**/14: Customer has agreed to TWC issuing her a credit for 10 overdrafts ($35.00 each). Also credited $20.00 on a returned check fee (total $370.00). With a credit of $70.00 already given on 6/*- we have issued $300.00 to the customer’s account. Costumer states she is satisfied.

Banking Services Rep

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 received a call on Friday 6/**/2014 from a Risk management department at Time warner who. The young lady on the phone asked me to verify my address and asked me if I ever lived at another building at [redacted]. I told her yes I used to live there. She then informed me that I owed a balance of $110.xxcents. I informed the representative that I currently use this company and that I only owe a current charge of 158.xx Cents for the month of June 2014. She then proceeded to inform me that this debt was from 2011- Feb 2012 and that for me to have the debt removed that I would have had to provide a receipt proving that I paid. I then informed the representative that I did pay all charges prior to me re opening an account in July 2013. I informed her that when I went to reopen the account I was informed that I had to return the equipment and pay the balance in which I did. She them told me that they do not have any record and that I need to provide proof that I paid. I told her that I do not have proof as that was back from 2011 and it is now 2014. I informed her that I do not remember if I paid debit or cash for the transaction as it was so long ago. The rep then transferred me to customer service so that they can assist me. She never gave me her name or any callback number. After being transferred to the customer service rep at time warner she then informed me that all she could tell me is that I need to provide proof of payment and that she could not provide me with any documentation or provide me with any transactions from the past 2011 debt . I have did not receive notice of the so called debt. Time warner just canceled my service for a debt that they do not want to explain on how it was incurred nor do they want to assist by answering my calls. Now if I paid cash then I would not have a receipt readily available from 2011 to provide. They did not even give me time to search to see if I could provide the proof although I do not remember how I paid. This is wrong, I am a disservice to a consumer who has had service since 2013 and it is unethical to no provide proof to me so back up this bill they say that I owe. That is wrong and Time warner needs to rectify this situation. Also, if I did owe a balance why didn’t the rep who open my account in 2013 not inform me . Rather she took a payment from me for 109.64 for my first month’s bill in advance.

I then informed the customer svc rep that to reopen a time warner account the company checks and verifies that you do not have any outstanding debt. In July 2013 when I reopened my account they did preform a identify check where they took my social security and address. And I was told that I did not have a balance and all I did was pay 109.64 when I opened the service. And that is what I did and I have proof of that as I was over the phone processing the payment. After all the back and forth I asked that she escalate this matter to a supervisor who would them look at all of my transactions since a customer of Time warner. The rep the informed me that she could only go back 6 months and could not assist me and that a supervisor would have to assist me. She told me that my call would be escalated. She also told me to call the number back. Since then I have been calling and leaving messages and no one has returning my calls. On Monday I came home to find my services discontinued abruptly. When I called customer service they transferred me to a risk management department where I left messages, they are open from 8am-8pm I left messages and no one is returning my call in assisting me in explain exactly what this bill is.

Time warner has treated me unfairly as they did not provide me with a bill explaining my cost. The did not notify me in writing allowing me my rights as a consumer to appeal and ask for media to see if this is even a valid cost. I do not have access to a bill and they refuse to provide any additional assistance and or optionsDesired Settlement: I cannot find the receipt then Time warner needs to adjust the billing. I paid the bill it is not my fault that cannot not appropriately reconcile and because of that I am asked to ask me to provide proof from 2-3 years ago.

That is not fair that they come up with an amount that I owe and not want to show me all the transactions that occurred on my account. Why should I pay monies that they cannot validate that I owe as they cannot show proof that I owe. I am very dissatisfied with this treatment. They need to train people in the risk management department to be understanding and that not everyone who is audited is trying to scam Time warner. That rep made me feel like a criminal and worse did not give me any assistance nor did she want to answer questions regarding my "bill". Unlike other people who have multiple carriers in their neighborhood I only have timer warner and if there was another option I would take my business somewhere else because no one should make me feel like garbage Time warner service is not that great to treat consumers like that. I am a law abiding citizen and I believe in being fair to all persons and time warner needs to reevaluate this situation and treat this consumer fair. I doubt this debt will break their pockets.

Business

Response:

TWC cannot asssist without documentation and requests cusotmer provide.

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 was informed byu the [redacted] that I was expected to keep the receipt from 2012 as she keeps all her reciepts from 7 years prior. (I mean really! is that TW expectation for their consumers to keep reciepts up to 7 years.) when I made the payment. Where does it have in Timewarners agreement that I am required to keep the reciept. They admitted to giving me incorrect information and that at the time of re activating my account that they did not identify that I owed money. But now because they cannot reconcile their book I am asked to provide documentation that I no longer have. When I asked to speak to the [redacted] I was told that I would get a call, but I never did. I have only to recive a notification from TW informing me that my current account was closed and they sent me my final bill. I also never recieved my requested documentation regarding the old account. Time warner made a mistake and they need to understand that their was no intention for me to keep a reciept from 2 years ago when I knew no discrepency exsisted. They made an error I gave TW all the same information when I i opened my new account as when I had the old account how where they unable to identify that there was an issue. This is not fair. They need to adjust the bill of 110.37 ]

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

Sincerely,

Business

Response:

TWC's position has not changed. TWC cannot assist further without supporting documentation from the customer.

Review: About two months ago I called to downgrade service, Instead a Time Warner representative suggested a more expensive plan that was all inclusive. I called today to downgrade again, as I don't need all the services that I am currently paying for. I called at around 11 a.m. and got bounced around from [redacted], to [redacted], to [redacted], to [redacted] in the business department, and lastly to [redacted]. My building has negotiated rates with TW and all I wanted was to go back to where I was before. [redacted] found these rates and told me that I could proceed to make the changes but had to transfer me because she did not have access to disconnect my telephone line. I was then transferred to [redacted] who did not have access my the building rates. Then I ended up with [redacted] who presented me with all types of bundles except the one that I was asking for. I told her about my building negotiated rates and she ignored me and continue to work on getting me a good deal. Finally, I asked [redacted] to disconnect everything and she said she would have to transfer me to someone else and she hung up on me. I then tried to go on TW's website to chat with a representative and I spoke to [redacted]. She said that she didn't have access to anything and couldn't help me.Desired Settlement: I want my service to reflect my building's negotiated rates. Right now they are billing me for services that I don't use. I need to disconnect those.

Business

Response:

[redacted] is int ouch with customer, [redacted] is overseeing the updating to the customer's account.

Review: Time Warner has raised the rates for my monthly internet service and increased the fee they charge for leasing me a router. To my knowledge I did not receive notification of either of these increases and both have been increased twice in the past year. A service representative told me "everyone" had been sent an email but could not answer when. I've gone back through my billing statements and there is no notice provided on those either. This is not related to a "promotional price" increase as I have had the same internet service (and the same "leased" router) through TWC for over seven years. From 7/2006 through 4/2012, service cost 48.95. It was then increased to 50.95 from 5/2012 - 10/2012. Then it jumped to 55.25 from 11/2012 - 7/2013. In September of this year it increased again to 60.51.

Cable internet service is a locally non-competitive industry. I have no choice when it comes to the provider. The lease I can expect is some transparency and a reasonable explanation for such a dramatic price increase over so short a time.Desired Settlement: I believe that Time Warner needed to have sent an explanatory email to customers explaining both of these dramatic cost increases--especially the second which came on the heals of the first. Just because they don't have to contend with competition doesn't mean that they shouldn't respect and inform their customers.

Business

Response:

Messages were left on 10/** and 11/*/13. No reply as yet.

Review: On January [redacted], 2014, we granted our daughter’s request to have internet services installed in our apartment located at [redacted]. She called the cable provider Time Warner Cable to process an installation request. To our great surprise, a representative indicated that we already had this service (including the necessary modem). We were quite taken aback, as we never had this modem nor this service installed, and I had been unknowingly paying for it via direct deposit for several years.

We immediately initiated discussions with various Time Warner Cable employees at the offices located at [redacted], during which we found out that monies had been taken out of our account since July [redacted], 2004, the date of the supposed installation.

In our early discussions with Time Warner Cable employees [redacted] and later on [redacted], we maintained that we never had service, nor did we ever have possession of a modem. Documents indicating the contrary to this were not found nor produced by these agents.

On February [redacted], 2014 in an email exchange, [redacted] offered us a courtesy credit in the amount of $295.87. This courtesy credit does not reflect the full amount which we have always requested with interests, a sum we estimate to be approximately $4,000.

[redacted] referred us to you, [redacted] of the Time Warner Cable Regulatory Department office. During our lengthy conversation, we learned of some evidences indicating someone in our household had signed for, received a modem in 2004 and agreed to a service contract with Time Warner Cable. My wife and I are the only ones that could have signed such documents, but we do not recall ever signing this contract or being handed a modem. We would like to see these documents in their original form.

We remain hopeful that this dispute can be resolved in the only suitable way, namely, with the full refund of our monies which were taken from my account for no services actually received.Desired Settlement: We remain hopeful that this dispute can be resolved in the only suitable way, namely, with the full refund of our monies which were taken from my account for no services actually received.

Business

Response:

TWC is again declining this request, for the following reasons:

Customer is sent a monthly, itemized bill. All services, fees and charges are listed, in clear detail. If customer was being billed incorrectly it is the customer's responsibility to bring the error (if indeed, there was an error) to TWC's attention in a timely manner. If this issue originated in 2004 the discrepancy should have been noted and disputed in 2004.

TWC requests customer's bring disputes to our attention in a timely manner which allows TWC to research the issue. It is problematic at best to locate details and information ten years after the alleged error.

TWC's records indicate the modem now in dispute was picked up by the customer on 7/**/04. On that same date customer called for support by phone to get the new modem working. Customer called the following day for assistance with their laptop. Without documentation to the contrary TWC cannot assist further. Customer must produce a receipt verifying the modem was returned.

Modem was removed and billing was stopped solely as a gesture of goodwill. TWC did not charge $90.00 unreturned modem fee, again, in good faith.

Credit to 2004 is again declined.

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:

We did not discover this matter earlier because it was set up as a direct payment.

TWC is saying it is problematic to locate details and information ten years past the date, but they seem to have very precise records indicating the modem was picked up and that we received internet service, both of which we contest since we never received either one.

The matter we are disputing is that we never had the modem and as such never received it and are therefore unable to present a receipt for its return.

When we first contacted several employees at the TWC offices and asked them for documents, they were puzzled and did not locate any pertinent documentation that indicated us having ever received services or a modem.

As such, we ask TWC to please send us a copy of the signed contract from 2004 as well as a copy of the receipt for the modem, as we do not recall ever receiving nor signing these documents.

In TWC's reponse to the Revdex.com they state: "Modem was removed and billing was stopped solely as a gesture of goodwill. TWC did not charge $90.00 unreturned modem fee, again, in good faith." Can TWC please clarify what they mean by this? For instance, when was the date of this alleged removal?

Sincerely,

Business

Response:

During the time in question TWC representatives placed notations on the customer's account, for internal puproses, noting the pick up of the modem and subesquent calls. These interactions were documented per standard business practice.

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:

Again, the documents I am requesting are the signed documents for the modem, not the entire span of my customer relationship with TWC, which as you must be aware has been a long-standing relationship beginning in the early 1980s, to which I have, without any exceptions, maintained my responsibilities as a customer by providing duly and timely payments.

Once again, we would like to see these signed documents showing the acceptance of the services and of the equipment (modem) in order to resolve this issue in a timely manner.

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

Sincerely,

Review: Several months ago I cancelled my Time Warner service because the service quality was poor. It took about 20 different customer service interactions, dropped phone calls (on their end), and transfers before I actually spoke with someone who could cancel my account. Eventually I did, and they cancelled it. Then after the account was cancelled they continued to bill. Every month they keep sending a bill, accumulating on the prior months. They tried charging the American Express card they had on file, until I reported it to American express as a fraudulent charge.Desired Settlement: Desired outcome is for them to actually cancel my account and stop billing me falsely for services not rendered.

Business

Response:

The account has been closed and back-dated, closing balance is $24.48.

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:

Two months ago I filed a complaint (see complaint ID [redacted]). I had cancelled my service for Time Warner Cable several months previously, and the company had still not closed my customer account. That complaint was resolved when the Time Warner Cable representative agreed to close my account. Today I received a collection notice from a 3rd party. Apparently Time Warner continued to bill my account for a few weeks after I had cancelled my service. They're claiming incorrectly that I owe $25. It's a small amount of money and I really don't care about $25, but I object to this on the basis that it's straight out fraudulent. The claim that Time Warner submitted to the collection agency states that they'll report me to credit agencies if I refuse to pay the $25 (which I don't actually owe). The company provides exceptionally poor service, makes it near impossible to cancel service, only responds to complains on Revdex.com, and then submits fraudulent claims for amounts not even owed. Pathetic. Close the account. Wipe out the $25 that isn't owed. Tell the credit agency to stop hassling me over an amount that wasn't even owed in the first place.

Sincerely,

Business

Response:

A credit of $140.37 was applied in acknowledgement of the customer's concerns, based on the billing error. The remaining balance due of $24.48 is correct and is requested. Last payment was remitted April, 2013 and the $24.48 must be paid.

Review: Time Warner provides internet service for my business. The service makes doing business near impossible due to high latency, high packet loss, high line jitter, dropped connections, connections timing out, etc. Every time we call to complain there are excessive wait times to speak to someone. The first method is to try and reset the modem which never results in a solution. Second they try and blame devices down stream of their service, which is not the issue. After we explain that every business in the building is having the same issues the final resolution is "there is someone in the area trying to fix the problem". The problem never gets fixed. This would not be an issue we would just switch to a different service provider; however, there is no not another option. Time Warner has a monopoly on the service area. This issue makes it impossible for us to do business.Desired Settlement: Repair the issue and provide the service that I am paying for.

Business

Response:

[redacted] in TWC's Business Class is attmepting to reach the customer to verify that the repairs were made and all is well.

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 has not addressed the issues they sent someone out however the service has gotten worse. We are trying to run a small business focused on sustainability and energy reduction. The service has limited our function to perform business. It is down for hours at a time and is not isolated events. Time Warner's unwillingness to address the issue is resulting in hardship has we pay employees by the hour and run off a cloud. I literately have to pay high salary employees to sit around while internet is down. It is not an issue with our equipment as confirmed by Time Warner and the fact that many other in the building and on the block have the same issue. If this issue is not resolved we will have to escalate to a complaint with the FCC and local News/TV. This issue is causing my business financial hardship. We have called Time Warner over 30 times on this issue with no resolve.

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:

[Your Answer Here]

I placed a call to Time Warner Monday 5/*/2014 for roughly the 30th time to correct this issue. The calls take typically 20-30 minutes as the phone technician asks all the same questions that have been answered every previous time. After 30 minutes of asking basic questions that will not resolve the issue, Time Warner agreed to send a tech to the building for the fourth time. This technician confirmed there is an issue with the service to the building (I have six witnesses). If Time Warner states this issues has been resolved they are lying and have the worst customer service of any company I have dealt with. Attached is a log that we are now keeping proving the issues with internet service. If the issue is not resolved soon we will use this log in a lawsuit with Time Warner. TIME WARNER FIX THE INTERNET THAT I HAVE NOT MISSED A PAYMENT ON!

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

Sincerely,

Business

Response:

A TWC foreman remains in contact with the customer as the issues are exterior and require extensive repairs.

Review: I signed on for time warner cable service on August **, 2014. At the time they advertised a free Dell laptop with a eligible triple play package which I got. After I receive a coupon to register online for 100 dollar dell rebate I became concern they wouldn't have my account as eligible to receive the laptop, but a dell card instead. I called them to get explanation on this matter. On September ** I spoke to [redacted], his id number [redacted]. He gave me a conf # [redacted]. He assured me that he sees the problem and will have a [redacted] revised it and someone will contact me to resolve the issue. He explained to me I am eligible since I have the triple play package and a new customer. Today, October *, I call time warner and speak to a [redacted] by the name [redacted], id number [redacted]. She informs me that I am not eligible to any rewards because I didn't pay a balance in full and didn't provide another company's bill confirming the switch of service to their company.

I explained to [redacted] in the area where I have Time warner service there isn't any other company to switch from, second I have my account on good standing.

I decided to contact you and get some help as all [redacted] was offering me was a 50 dollar credit instead of the Dell laptop, as advertised, or refund for the price of the Laptop.Desired Settlement: I should get what I signed for the Dell laptop or Credit for its value.

I placed many calls in between the ones I jotted down and not one agent gave me any information as to what I needed to do or maintain to get the reward.

Business

Response:

CUSTOMER ADVISED ME THAT HE WAS NOT NFORMED WHEN HE RECEIVED THE TRIPLE PLAY THAT HE HAD TO MAINTAIN HIS ACCOUNT IN GOOD STANDING FOR NINETY (90) DAYS, AS A COURTESY I GAVE HIM A CREDIT FOR $110.88 WHICH IS THE EQUIVALENT OF HIS CURRENT BILLING, HE IS SATISFIED AND CONSIDERS THIS MATTER RESOLVED ([redacted]).

Review: I canceled my Time Warner Cable (TWC) account on 2/**/15. I returned all of my equipment on 2/**/15 yet I keep receiving bills from them. My credit card was fraudulently charged by TWC for service for the month of March. I have called at least 6 times to straighten everything out. Each time I was told that my account is closed and that TWC actually owes me money and will be sending me a check. I have asked several times for an email confirmation saying that my account was closed and that I do not owe anything. Each time I have been told that my account has been updated to reflect the correct charges, but that there's no way for TWC to send me a confirmation. I also cannot log onto my account online because it no longer exists. I just received yet another bill for $110.83 for services for 4/**/2015-5/**/2015. I called again. This time I was told again that this bill is incorrect, but that I do actually owe $42.03, but that TWC cannot send me any confirmation of this.Desired Settlement: I would like an explanation of all charges, confirmation that my account is closed, for TWC to stop sending incorrect bills and an apology.

Business

Response:

I spoke with the customer on April **, 2015 and offered to apply a credit of $42.03 to this account. This clears the account of all remaining charges. She accepted my offer and considers the matter resolved. [redacted]Agency Response Team

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: TIME WARNER SUPPORT PERSON GAVE ME 6 MONTHS OF ENCORE BECAUSE I HAD IT FOR FREE, GRAND FATHERED IN AND IT WAS SUDDENLY REMOVED AND NOW THEY WANT ME TO PAY. SO THE KIND LADY GAVE IT TO ME FOR FREE. NOW I'M BEING BILLED FOR IT. IT SHOULD BE IN MY RECORDS THAT SHE GAVE IT TO ME FOR FREE UNLESS [redacted] QUIETLY REMOVED IT. HE DOES THINGS LIKE THAT BECAUSE HE HAS A PROBLEM WITH MY ACCOUNT AND DOES EVERYTHING HE CAN TO MAKE MY LIFE A LIVING HELL WHEN IT COMES TO CABLE.

BAIT AND SWITCH IS ILLEGAL SO I WOULD LIKE TO HAVE MY ENCORE BACK AGAIN WITHOUT CHARGE.

ALSO, THEY ARE CHARGING ME FOR THE BOX WHICH WAS SUPPOSED TO BE FREE.

THEY DO THESE THINGS WITHOUT NOTIFICATION THINKING THAT YOU WON'T NOTICE IT AND BECAUSE I PAY BY PHONE, I OFTEN DO NOT NOTICE THESE THINGS BUT I DID SEE THE CHARGES FOR THE BOX AND ENCORE. I WOULD LIKE TO HAVE THIS IMMEDIATELY RECTIFIED.Desired Settlement: SAME AS ABOVE.

Business

Response:

On 12/**/14 [redacted] advised [redacted] that she is not entitled to further credit. [redacted] became verbally abusive and ended the call.

Consumer

Response:

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

[Your Answer Here]

I stand by what I first wrote in my complaint. All [redacted] did was argue with me. She had no intention of resolving anything. She lied to me over and over and then refused to discuss additional concerns. I will be filing complaints to numerous agencies as well as reaching out to social media. This will not go unnoticed. I've had it with the resolutions dept that refuses to resolve anything. I DID NOT ORDER AN ADDITIONAL MOVIE CHANNEL! I demand the name and tape of the conversation of the person who put me in the records as having ordered it. I was OFFERED it for FREE for 6 months. I will also tweet to the [redacted] of the company to let him know how his resolution dept is lying, coniving, deceiving and refusing to resolve anything. It is impossible that after a lengthy conversation with a time warner rep who is unbiased, unlike [redacted], that notes were not put into the file...unless of course [redacted] deleted them. There is something mentally unstable about this [redacted] woman. She is self serving, nasty, and a liar! I would like to know who is above [redacted] at Time Warner? [redacted] is certainly not the person who should be answering this complaint as she is the criminal and would say/do anything in her own defense.

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

Sincerely,

Business

Response:

On 12/**/14 [redacted] advised customer the promotion to which she referred did not exist. Regardless, three $6.99 credits were still applied to her billing between October and November, 2014. No further credit is due. Customer spoke an obscenity and hung up. Case closed.

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 would like someone other than Evelyn [redacted] to handle this case. She's lying and is the person I'm complaining about. From the very second she called me about my concerns, she was vile and nasty, arguementative, lied to me and I'm almost certain has deleted the information of the woman I spoke to before her. Every conversation she would shout, CASE CLOSED! Meaning that she thinks she's above you, above the public service commission, and above the attorney general as well as the law. I would like a complete copy of what transpired with the rep she's referring to. That woman offered me a special new plan that she said would be less money than what I'm paying now. She said that she noted it in my file. [redacted] has either deleted those notes or is refusing to give you the information. Evelyn is not capable of being neutral and is excessively hostile to me. Someone else has to deal with this. I called the corporate office and they referred it down to escalations and [redacted], the fox in the hen house! This is unacceptable. This case is NOT closed. The fact is that the rep I spoke to told me that for some reason the grandfathering was discontinued by some rep, I suspect [redacted] and she didn't know how to reinstate it but said to call back after the 3 free months she was offering to me. That would be approx in Feb. I did not order the channel with charges. So why am I being charged and why is [redacted], whom I'm complaining about still answering? This is truly outrageous. Can't you get another rep? Thank you.

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

Sincerely,

Review: On April **, 2016 my Time Warner Service was turned off. When I called into find out why it had been turned off, the rep said I had a past due balance. He also stated that there were charge backs on my account because my last payment did not go through. I looked at my bank statements, and the last payment was received on the ** of April 2016. After carefully looking over my records, I realized that Time Warner attempted to charge my card without my permission. This is the second time this has happened. The first time this happened in February, however I owed money so I allowed it. This is illegal because I did not authorize the charge. So I called back in today to speak with a rep, I explained my situation to a new rep, the young lady transferred me over to a customer service rep. When the rep pulled up my account information he said I received a charge back due to payments not going through in February. Why would service be allowed to continue if the charge "[redacted]"? You try and charge my account 2 months later? When I tried to explain that they did go through, I was rudely cut off mid sentence and he re-explained what a charge back was. After several instances of going back and forth, I asked to speak with a manager. He placed me on a brief hold, and transferred me to another rep. This rep refused to put me through to a manager, even after I explained the situation to him, and gave him the information to pull up my account. The call was eventually dropped due to a bad lost connection.

It is illegal to charge someones card without their consent, whether you are owed money or no. There was no agreement made for automatic account deduction. Time Warner attempted to collect the amounts I'd previously paid in February, without my consent. This is completely unacceptable, and I would not expect such behavior from a reputable company.Desired Settlement: In order for me to continue with and reinstate my service, I would like my complete balance in total, to be credited to my account. I'm very concerned that you all will charge my account without my permission again, as this has already happened twice. In order to abate this concern, I would like a year of free service.

Business

Response:

On 5/*/16 a voice mail was left and a follow up email was went 5/*/16. 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:

Not sure who sent this message. I spoke with a woman today from the executive offices, and was told I would hear back from her, as I was currently on the train heading underground. I am expecting a call back from this woman today to resolve the matter. Thank you

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

Sincerely,

Business

Response:

I SPOKE WITH SUB WENT OVER THE BILL WITH HER - ADVISED THE REMAINING BALANCE OF $184.53 STEMS FROM PAST DUE BALANCES AND CHARGEBACK AMOUNTS OF $150.00 & $73.15- SUB ACCEPTED - SUB WANTS TO RESTORE THE SVC - SHE CAN MAKE PAYMENT OF $80.00 - SUB WILL CALL ME [redacted] TO PROCESS THE PAYMENT AND RESTORE SERVICE - BERLIN P/CLIENT RELATIONS