Time Warner Cable's New York City Region

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: 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 moved to Berlin on Oct.*, 2015 and called to disconnect my service. To disconnect the service they ask to make a call and there is no other way doing it, via internet or website. I have been billed ever since by TimeWarner. I can't log in into their account from Germany, neither a chat is available. They have been calling and promised to credit the account as there is a note that I called to disconnect. I have been with them on the phone (which is costing me a fortune....as they only have an 800 number) ....and have been promised all will be taken care of. Today I got again a call that I need to pay minimum $133....Im at a loss...They are simply incompetent, wasting my time and their practice is consumer Fraud. I demand closing of the account. Immediate credit of all fees and compensation for my time and phone calls $300....If I have to fly back and sue them, I will sue them for my flights and legal fees as well. Their practice is fraud and must be stopped.Desired Settlement: All bills reversed back dated to Oct.* which should make the balance Zero +compensation for my time and phone calls $300

Business

Response:

Account closed with closing balance of $108. Customer was advised all TWC equipment must be returned to avoid equipment fees.

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

Review: I have consistently had problems with Time Warner Cables services. Either my services are not working properly, or I am very confused as to why I am being charged the money I am charged every month.

I recently moved, and transferred my services to my new address. Somehow this generated a lot of confusion for Time Warner's billing system. I received several emails telling me I owed a certain amount by a certain day, but when I logged on to my online account I saw an amount and due date wholly different than the email. I contacted a Time Warner representative to sort out the issue and was told rudely that I only owed the amount that was shown on my online account, and that I did not owe the amount shown in the email. I asked several questions regarding this issue, including pointing out that I recently transferred services and that the representative should check my old account as well. I was again assured, rudely, that all I owed was the amount shown on my online account, and that it was due on the date my online account indicated.

However, on the date my bill was due, I logged on to pay that amount, and my bill had suddenly doubled. I again contacted a representative of Time Warner, and the representative has failed to sufficiently explain why my bill doubled, what charges were due, if any, on my old account and when they were due, or what charges are due on my new account and when they are due. I have not gotten a satisfactory answer from a representative. I had to supply a satisfactory answer that I was told was correct. However, my online account continues to inform me of something entirely different than what I am being told by the representative, and I remain confused as to what I owe and when I owe it.

I stand by my assertion that Time Warner Cable has charged me double for either the month of February or for the month of March, and they are attempting to get away with it by using my account transfer as a blind fold to confuse me and lie to me about how much money I owe and when I owe it. Time Warner's billing system is extremely confusing and designed to befuddle. Their representatives are poorly trained and cannot adequately explain how their own billing system works. Furthermore, their customer service representatives indicate one thing, while their online account system and mobile app say something entirely different. Time Warner Cable confuses you in hopes that you overpay them and make them richer than they already are.

The best practice in dealing with Time Warner Cable is to just not deal with them at all. But since they have a monopoly, they are my only choice in my neighborhood if I want cable and internet.Desired Settlement: I would like a refund of any late payment fees incurred on my account due to Time Warner's very confusing billing system and inadequate customer support. I would also like a credit posted to my account for the hardship I have endured for having to pay a monthly bill twice within only a few weeks time. I should receive a reduction in my monthly charges for the consistent problems I have had with Time Warner's services and customer support, including a time period wherein I was paying for services I was not receiving. If Time Warner has any credibility, my Time Warner account should have a history of past dealings that are evidence to Time Warner's rudeness, inadequacy, and sneaky and confusing billing practices.

Business

Response:

On 3/**/14 a credit of $128.69 was applied to the customer's account. He accepted the credit and considers the matter resolved.

Consumer

Response:

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

Sincerely,

Review: Since starting cable service in December, I have been unable to receive one channel, SNY. I have had repair men to my home four times without a permanent fix. It has worked to a week or two but then the issue reappears. I've been promised that a [redacted] would come but have onlt been sent techs with minimal experience.

I'm feedup and if this isn't resolved this week, I plan to cancel service.Desired Settlement: repair the problem of I will leave TWC.

Business

Response:

[redacted] spoke with [redacted], and he confirmed to her that the SNY channel is working satisfactorily at this time.

Consumer

Response:

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

Sincerely,

Review: I signed up for TWC when someone came knocking on the door and offered a triple play service. I informed them I was not interested in triple play and that I wanted internet and basic cable. They explained to me that I could try the triple play, and at the end of the month what ever I decided to keep I would have to pay for. I asked if that meant cable and internet and they informed me that I was correct. If I only wanted those to items I can call and they would only charge me for that. They explained I would have to call before May ** because that is when the month would be over. I received my service April **. I called to change the service on May **. At this time, everyone I spoke with did not know what I was talking about and did not try to help me. I was told my bill was going to be sent to collections for non payment even though I had not even had the service for a month. I was treated very rudely and was so upset I hung up. I later called back asked to complain about the rep. I also spoke with someone else who said that they would fix my problem and only charge me for what I wanted to keep. When I went the next day to check the bill nothing had changed and I was now charged over $350.00 for service which is not what I signed up for. I again called TWC and was passed from rep to rep for over 20 min and my problem had still not been solved.Desired Settlement: I would like to pay for the services that I am choosing to keep which is what I was originally offered.

Business

Response:

On 6/*/14 customer called in to disconnect. CSR [redacted] apologized, udpated accouint to provide lower rates, changes were back-dated to install date, 4/**/14.

Customer accepted new rates and account adjustments (credits back to 4/**/14 for the difference in rates).

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: For 2 consecutive days we have been without service. When you call their customer service line and enter the account/cell phone number one is given an automated message that states there is a service repair in the area. There isn't an option to discuss how long the service repair with a live representative. I would like to be refunded for the 2 days without service (May ** & **) and would like to request that the internet service be restored. The incessant cessation of internet service has to come to an end. The name on the account is [redacted] and the account number is [redacted]Desired Settlement: I would like to be refunded for the 2 days without service (May ** & **) and would like to request that the internet service be restored. The incessant cessation of internet service has to come to an end.

Business

Response:

On 5/**/14 [redacted] apologized, noted an area outage was in effect. A credit of $45.51 was issued for the recent loss of service.

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.

I will check with [redacted] to determine if the credit was issued on the next bill.

Sincerely,

Review: called about internet outage. rep spoke with thick accent barely understood him. name [redacted] and [redacted]. [redacted] insisted I go through all the steps to check connections which I told him repeatedly that I had already done. i.e. reboot box, modem, and router as well as connect my computer directly to modem. all to no avail. I was put on hold over ten times. I found rep to be un knowledgable, irritating, incompetent and has a poor grasp of english language and his company's policy and procedure. I was totally aggravated after doing as he requested when I already knew the result. he even requested I do certain steps twice. I also requested he send a system reboot and he refused that. when I asked for [redacted] he initially refused! I had to practically scream at him and warn him I knew there is a [redacted] on duty! on the phone for a half hour of nonsense. my resolution is to turn in my modem myself. when I finally spoke to the [redacted] he referred me to the online complaint garbage with time warner. I had to research how to complain on my own. atrocious!!Desired Settlement: disciplinary action for [redacted]. he is an [redacted]

Updated settlement: billing adjustment has neen made at local office..product exchanged as well.. but if I am entitled to a greater bill adjustment that would be great

Business

Response:

A $10 credit has been issued for the loss of service, a CSR apologized for the difficulty.

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 July **, 2014 a Time Warner Cable (TWC) Field Sales Rep, [redacted] (no one, not even on the telephone provides their last name), came to my apartment stating TWC has received a number of complaints about their service from mostly all residents living in the apartment building so he would like to speak to me about a price reduction in my monthly bill and provide different services at no additional charge.

We spoke and agreed for the rest of the time I was a TWC customer, signing a contract would not be necessary, I would go from paying $160 monthly to $119 plus taxes for a boost in internet speed and he would add one free movie channel. He said the “bundle” was the Extreme Package. This was supposed to make everything work faster, better - cable modem with Wi-Fi and cable TV. In my presence he contacted TWC. He went over the agreement and then scheduled an appointment for a technician to come on Monday, July **, 2014. He also waived all installation fees.

Since the installation, the cable modem equipment (ARRIS TG862g Touchstone Telephony Gateway) given is VERY SLOW. Sitting less than 10 feet from the modem, it takes 2-3 minutes for an application (i.e. Instagram) to upload. My husband can forget emailing his resume in order to look for employment because it has not worked since this “upgrade”. Once you leave this small reception area, the Wi-Fi no longer works. The problem before this change in service was always the cable TV but the same problems with that still exist. All around now my complete service is horrible.

On July **, 2014 I went to TWC's online site to make a payment and the bill was close to $250! There are so many charges to my account. There are all sorts of activation fees from July [redacted] – Triple Play Plus $113.53, Wi-Fi activation $19.99, Extreme Upgrade $20.64 and it goes on and on. After speaking to someone who identified himself as [redacted], the [redacted] of Brooklyn/Queens, I was told TWC is pro-rating my bill because of the “upgrade”. Not one bit of the information mentioned above was told to me on July [redacted] or July [redacted] especially this pro-rated fee.

I called a number of times and each representative tells me the Extreme package [redacted] spoke to me about is $129.95 so going forward with other fees and taxes my bill is going to be $195! I want the lousy service for $160 back!

What happened?! I have been a customer for over 22 years. When TWC came to my door I didn’t ask them to come, they offered the package and misrepresented themselves.Desired Settlement: I want to go back to my original service/package of $160 without a charge for replacing the equipment. I want all equipment in my apartment provided by TWC - cable modem and DVR - for free. No monthly fees for this equipment. I have channels HBO and Showtime - I do not want a monthly charge for those either. This is to be for as long as I am a Time Warner "customer".

Business

Response:

On 8/*/14 [redacted] apologized, verified customer's concerns had been addressed and issued a credit of $44.99 for the difficulty.

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]

Nothing has been changed or credited to my account. Also, an appointment was scheduled

for Tuesday, August [redacted] and they never showed up after we confirmed the appointment on Monday, August [redacted].

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

Sincerely,

Business

Response:

ON 9/*/14 [redacted] SPOKE WITH CUSTOMER IN RESPONSE TO HER CONCERTNS FILED WITH THE Revdex.com, SHE ADVISED ME THAT HER SERVICES WERE CHANGED BY ESCALATIONS DEPT , SHE IS SATISFIED WITN THE SERVICES. A CREDIT OF $44.99 WAS APPLIED TO HER ACCOUNT TO OPFFSET INSTALLATION CHARGES, SHE CONSIDERS HER BILLING ISSUES RESOLVED.

Consumer

Response:

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

Sincerely,

Review: I switched to TWC in May because I was offered a cheaper "bundle rate", plus a $100 rebate just for switching back to TWC. Right from the start something went wrong already. As the service was being connected, the rate was raised twice, since my order was 'mishandled' and the rep 'did not understand' what I wanted. Anyway, I went thru with it, hoping for the $100 rebate. I was sent a flier with some codes, which I immediately returned. Then I was told that I had to wait 3 months. I called for clarification and then I was told that the rebate was for three months after paying on time (NOT FOR RETURNING TO TWC as I was originally told). Well, lo and behold, they sent me the first bill late (2 days before due date), so there was no way that I could send it back on time. I called a rep and was connected to a [redacted] named [redacted] who assured me that she will see to it that everything will be 'fixed'. That was back in May, and I never heard from them again and never did receive the rebate.Desired Settlement: I want them to honor the offer that they baited me with - $100 rebate for returning my service to them.

Business

Response:

Customer did not qualify for $100 rebate based on the service package they subscribed to (Preferred TV).

In addition, the account was past due within the first 90 days which also rendered them ineligible, based on the terms of the offer.

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]

The sales representative who offered me the package clearly stated that I was qualified for a $100 rebate for the sole reason that I was a returning TWC customer. I communicated this to the [redacted], [redacted] and she acknowledged that if that was the offer I received, then it should be honored as such, and that she would "take care of it (my case)". The representative was therefore blatantly guilty of misrepresentation and false advertising, using a bait and switch strategy to sell me their product. Furthermore, I believe that they deliberately sent me the first billing statement late, such that I would be unable to return my payment in time. They sent me my first bill within two weeks of connecting to their service, instead of the usual one month, thereby also overbilling me for the first month, when they only gave me 2 weeks of service.

I never missed my payment s with my former cable company nor with them. This is a deliberate bad faith transaction that they set me up for and I do not think that businesses should be allowed to get away with such unethical practices. I am wondering if this is standard practice that they use to ramp up 'new' customers or steal them from competitors. I am going to be looking for another company, since I do not want to deal with a service provider with such dishonest business ethics.

I hope that they get censured and that this unsavory practice be made known to other consumers.

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

Sincerely,

Business

Response:

We are applying a credit of $100 to [redacted]’ account in good faith. This adjustment will appear on [redacted]’ next billing statement, to be issued 10/**/14. We consider this matter closed.

[redacted]

TWC 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: On 12-**-13 I signed an agreement with TWC, (order# [redacted]). This was for Internet acess andUnlimited Nationwide calls for 6 lines for $319.89 per month. TWC has failed to honor such agreement, and continues to bill exorbitant amount of money at a variable rate. I have called and my office manager has called TWC in many ocassions. We have spoken to innumerable poeple including [redacted] , and several other people in the company. I am always told they will look into it, many blame the billing department. I have overpayed ( since if I do not pay they will suspend my phone and internet- which is disastrous for a physician office. Last conversation in July **, 2014 with [redacted] a male customer service representative who spoke to his [redacted]

To this day I have paid a total of $3813.11 from February to July 2014. I should had paid 319.89 plus tax and fees per month.

To this day I have not had a resolution on this abussive and indiscriminate attempt to overcharge. This appears to be a usual bussiness technique in this company. Thy have wait for 30 minutes or more on hold until you either give up or they hang up. At the end they feel they have you- and I feel as I have been had.Desired Settlement: 1) They must cease and desisist this treatment towards me and my company.

2) They must stop forcing people to pay more than what the owe and using fear of discontinuation of services. This is Bussiness Bullying!

3) They must adhere to contractual obligations.

4) They must refund my money plus interest of all the overpayment.

5) I need a written apology from TWC.

6) Need a written understanding/ assurance that since they have violated the contract and trust we had on them, CV Care should be allowed (if it chooses to do so) to terminate the contract without retaliation- monetary or otherwise.

Business

Response:

Customer has been in touch with TWC's Business Class unit. They have addressed the customer's concerns. Repairs were completed 8/**/14.

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:

The response is a inaccurate. There are no repairs to be made ( Nothing is broken). TWC has not read the complaint, they have been billing me way above what was contracted. They themselves admit to this fact on phone conversations and have failed to fix the issue, reimburse the money and pay interest.

I just want my money back (with interest) and to be treated fair and according to contract.

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

Sincerely,

Business

Response:

Issue Mark Resolved. [redacted] has already been credited for the overcharge of his services. He requested a written letter that states that we would not do this again. Unfortunately that is something that we cannot provide the customer.

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: For many years, the cable service I receive from Time Warner Cable is unreliable and, despite the many, many "technicians" who have visited my apartment in an attempt to resolve the unacceptable service issues, there is no permanent resolution. Some cable boxes freeze, but not others (I have five cable boxes in my apartment). The "Whole House DVR" service, which I pay extra for, works reliably on some TVs but not others. Of course, I am charged each month full price but receive far less than that. Technicians actually blame each other for bad installations by previous techs (how is that the customer's need to know?) but no one has been able to resolve the problems Time Warner markets to its customers but obviously cannot reliably deliver on. I cannot take another day off work, only to be frustrated and disappointed by incompetent service appointments. In December 2012, I wrote a detailed letter to [redacted], TWC [redacted] and [redacted], which was sent as Certified Mail, return-receipt-requested (copy attached) carefully detailing my experiences to that date (they are no better since). This letter was received but it went unanswered and completely ignored. Indeed, I do not feel like a customer of Time Warner Cable but instead a prisoner of Time Warner Cable. In the building in which I reside, they are the only cable option. Until such time as their competition wires this building, I am hopeful that the Revdex.com can assist me in getting, on a reliable basis, the service I am paying for. My entire service history is on Time Warner's systems for their review. All technicians who have visited my apartment with the full history available to them have commented on how far back the problems go. Again, that does nothing to boost my confidence in their ability to deliver reliable service. I am NOT interested in having technicians visit my apartment who are more interested in blaming prior technicians from TWC than their own ability and to resolve the issue.Desired Settlement: I am hopeful that the Revdex.com can assist me in receiving, on a reliable and consistent basis, the services I am paying for. Nothing more. Nothing less. Time Warner Cable marketed and sold certain services which I expect it to deliver. I took the time to write to [redacted], was ignored, but at this time would like someone from senior management to follow up with me on all service issues I continue to encounter. Someone must be concerned enough to take such horrendous customer service seriously.

Business

Response:

On 9/**/14 [redacted] spoke with the customer, he confirmed that the technicians made all necessary

repairs and his digital cable services are working to his satisfaction. [redacted] offered to apply a credit of $59.97

(3 months fees for Whole House DVR) to his account. He accepted the offer.

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:

While [redacted] of Time Warner Cable was most attentive, courteous and interested in resolving the issues, the Whole House DVR is now worse than ever, including on the DVR box itself. The picture randomly pixelates and the sound cuts in and out during playback, making recorded programs impossible to view and, therefore, useless. The digital cable is much better but the resolution of the Whole House DVR issue was very short lived.

I look forward to a long-term and reliable resolution of each of the services I subscribe to and pay for.

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

Sincerely,

Business

Response:

On 10/**/14, 10/**/14 and 10/**/14 [redacted] left voice mail messages for the customer. To date there has been no reply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However, to clarify [redacted]s notes, she did in fact leave me three voicemail messages on my home phone on the dates specified, but I was traveling at the time. Once I checked my messages, I immediately called [redacted] from Italy, at my own expense, and we discussed the issues. I consider the original Complaint to be resolved at this time.

Sincerely,

Review: Have 1 TV connected to TWC's DVR with basic service plus HBO. Have 2 other compatible TVs connected with TWC's "cheap, crappy" DTAs (description of these basic signal interfaces or adapters by TWC's crew chief at last service call) to receive just the basic channels. DVR-connected TV provides good picture and sound, as expected. Since TWC went all-digital at the beginning of the year, the 2 DTA-connected sets have suffered daily from screen freezes, picture pixelization, sound dropouts, and completely lost signals. By the springtime, it was worse, and since then, 8-9 service men have been out to attempt to locate the problem and fix it. Rebooting, resetting, reauthorizing, reconnecting, and swapping out DTAs; and some new cables, splitters, and connectors from our apartment to the street have not improved the problem.

We are not getting service that is promised, expected, and/or that we are paying for. The crew chief who accompanied the service tech last week said that these devices were bought by TWC because they were cheap; not because they were particularly good (in an effort for TWC to provide basic TV services as mandated to those who don't need, want, or who can't afford the added cost services. The DTAs simply do not communicate reliably with the TVs connected to them. And this is unacceptable!

Note: all dates listed are approximate. Complaints about reception have been called in every couple of weeks since the spring; 8 or 9 service techs have responded, without success.Desired Settlement: As many, repeated attempts since this spring have failed to provide a reliable signal via the cheap DTA devices to 2 of my otherwise system-compatible sets, and smart, more expensive devices like the DVR does to our third TV, TWC needs to make good on its service responsibilities and swap out the 2 DTAs for 2 set-top boxes, which provide proper handshaking between TWC, the box, and the TV, compensating for any lapses in the signal. And since TWC has no other options to provide basic service, we should not be charged any more than we would be charged for the unreliable DTA devices.

We've wasted many hours of time trying to come to a reasonable resolution, but TWC is saying that we either pay to upgrade our service to set-top boxes (against our wishes or needs), or suffer with miserable, unreliable connectivity via the DTAs. Despite TWC service personnels' claims, mine cannot be the only complaint about the DTAs. This is simply and outrageously wrong.

Business

Response:

On 11/*/14 a representative verified services installed, they waived the converter fee for 12 months as a courtesy.

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 billing statement from Time Warner Cable, statement date Sep **, 2014, Customer Code [redacted] concerning the service period from 9/** - 10/**. My total amount due was listed as $0.00 with a note stating "You have no outstanding balance in your account. No payment is due at this time. Thank you." I received no further contact from Time Warner Cable until I received the next statement, dated Oct **, 2014, which listed that I have a total amount due of $310.72. In the section marked previous and unbalanced statements, the bill is $155.35. The unbalanced statement they are referring to is the billing period from 9/** - 10/** The note at the end of this statement stated that my account was now 30 days past due. When I contacted Time Warner Cable, I was told by the operator that because there had been no interruption in service, I would still be responsible for paying the bill. I was given no explanation why I was sent the September bill outside of it being a "clerical error". I am a husband and father of two. "Clerical errors" is an unacceptable answer, and can make the difference between being able to provide for my family or not. I can provide a copy of the statements at any time.Desired Settlement: I have no problem paying the current bill for the service period 10/** - 11/**. I will not, however, pay for a previous bill that was I was given no notice of being due. Furthermore, I intend to return one cable box, as the cost of maintaining two has become too much.

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: Back in May of 2014 we upgraded our service to a premium cable customer. I was told I would receive a gift card of $200.00. It took over 3 months to finally get the card. I then proceeded to use the card to purchase a cell phone at my local [redacted]. I pre ordered the phone and used my gift card along with my credit card for the difference. I then gave the gift card to the cashier because I was done with it and it had no more money on it. I waited for my phone to arrive and when it did not I called my local [redacted] only to be told that the gift card was not good. I called Time Warner several times and was told they were checking into it. I was also left on hold for a good amount of time. I have not gotten any response and no gift card. I was told that they could check on this on their end. I do not have the serial number of the card but was told that Time Warner could check into that. I do have an order number #[redacted] dated Oct **, 2013. As you can see this has been going on for some time

Any help would be appreciated. [redacted]

Business

Response:

On 11/**/14 [redacted] applied a settlement credit of $200.00 to address and resolve all billing issues. Customer accepted and considers the matter resolved.

Consumer

Response:

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

Sincerely,

Review: A salesman came to our home on 9/**/15 and sold us triple play at a price of 119.00 per month which I have in writing. I already had tv and telephone with time warner all they needed to hook up was the internet. I then got a bill for 334.91! I have called to try to resolve this several times without result I have also tried to call the salesman who will not return my calls. I feel that Time Warner should honor the price that I was given by the salesman.Desired Settlement: Is to not be responsible for for this outrageous bill.

Business

Response:

[redacted] spoke with the customer and apologized. The account has been closed with a balance exceeding $160.00. [redacted] advised the customer that she is applying a credit to reduce the account balance to zero.

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 have been having problems with my internet and cable for over a year. I tried to get them to fix my internet issue, and after approx 8 service technicians and dozens of calls to TWC they were not able to solve the problem of having my internet not loose connection. I had to move their modem from my office to my living room. to this day I still have issues.

I have been having problems also with the cable, from the box shutting off after 1 min on to static etc. It happens it seems monthly and recently the problem escalated. It happens so often that sometimes I dont even call them I try and fix it myself as the wait at times can be long on the phone. I knew from the many times I called that when the box shuts off that I reboot the box and most times that works. They have changed my box 3 times in the past year and each time I have lost the shows I recorded, but did it as the service tech said the box was the problem. I called last month for the same issue and the month before that. I called again a few days ago as my usual solution of rebooting the box didnt fix it. Keep in mind that last month when I called I told the CSR that its been happening and she said if it continued she would make a note in the account to have an engineer check the outside (street) connections as they have checked inside each time they came and fixed whatever they claim was the issue.

I called again when rebooting the box didnt work. The CSR rebooted the box on his end 2x so in total it was rebooted 5x still not working. He made a service call appointement for the next day, but I was clear that it was not the box, or the wires in the apartment and as the last CSR told me she noted an engineer is needed.

they insisted that one cannot be sent until someone comes to check, and I said 7-8 people have already checked and this is the last thing that it could be. When they called to confirmed I made it clear what was needed and informed the Dispatch that I dont want the never ending cycle of someone coming, saying it was fixed and a few weeks later the problem returns.

The service came and didn't even want to enter the apartment when I told him what was needed. He was more concerned about schooling me on how to connect the wires on my internet (he was the last tech to try and fix the internet ). When I told him that is not why he was there, he said "you have too many issues" and left.

I called TWC immediately and insisted to speak to supervisor who was not helpful, so I called again and spent 30+ mins with another supervisor who again insisted that they cannot schedule a engineer with another visit. My question to him, was how many visits without it being resolved will it take, as this has been going on since last year. each time they come, it works temporarily and then stops so I said this will go on forever if thats the case. He insisted that nothing can be done. I have been here with them before with the internet, each visit it worked for a a week, sometimes a few hours and then stops and I had a revolving door of techs as each time they said they cannot send an engineer without checking, but each time one came it did really fixed the problem.

I am paying a lot of money for cable and I need this fix once and for all. This is unacceptable that I have to be dealing with this and they refuse to fix the problem or check to see what the problem could be by checking the wiring outside on the streetDesired Settlement: they need to have the engineer check the wiring on the street, as everything has been checked on the inside of the apartment and building.... boxes replaced, wiring re-cap, changed, hallway wiring adjusted. the only thing left to check is outside

Business

Response:

[redacted]CALLED CUSTOMER IN RESPONSE TO THE SERVICE CONCERNS FILED WITH THE Revdex.com, ELDERLY LADY PICKED UP THE PHONE AND ADVISED I HAD THE WRONG NUMBER, HUNG-UP. I SENT AN E-MAIL, NO RESPONSE.......PAT E AGENCY RESPONSE TEAM [redacted]

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:

The number on my account hasn't changed in 25+ years, and its the number they call me on when there is an appointment so I don't understand why all of a sudden they don't have the right number. There is no elderly person living in my home and again the number on the account has not changed since the account was open 25+ years ago. I can be reached at ###-###-####

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

Sincerely,

Business

Response:

[redacted] has advised customer issues originate outside their home and she is following up with the customer.

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 left a message for [redacted] last week as the problem with the picture going out happened again. I contacted customer support and after 15 minutes of trying to resolve it by the CSR rebooting the box 3 times and I rebooting the box 5 times, it still didn't work. An appointment was made and despite asking that someone get back to me the next day and being assured that someone would I did not get a call. I took a video of what happens each time the box was rebooted so the technician could see for himself, which he did. When I spoke to the Customer service Manager, he claimed he saw an issue with the software, however the technician didn't find a problem. He checked the wiring in the hallway of the building and did testing and didnt find anything, but said he had a similar problem before and called his manager in front of me to be reminded of the solution in that situation. I explained all the problems I have been having over the past year with both internet (modem was changed less than 2 weeks ago before of connection issues)and cable. The technician said the only thing he could think of was to change the HDMI cable, which he did change. When he went to get the cable from his truck , he returned and told me that another tenant stopped him in the building to let him know he was having a lot of issues as well. As I said before and to [redacted], this must be a building wide issue and despite them checking outside and "fixing the issue" the matter is still not resolved. I am unclear why if they say they know what the problem is, why it hasn't been resolved as yet. The technician said the only other thing was to have my account recorded and monitored so they can see when the problems occurs. He said he would contact his boss as only they can make that decision. I asked that someone get back to me the next day to let me know what decision was made. To date I have not heard from anyone from Time Warner (since Tuesday). As far as I am concerned they do not care about resolving this as someone would have contacted me about recording/monitoring the account.

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

Sincerely,

Review: I was supposed to receive internet service through Time Warner Cable on 09/**/13. When I attempted to utilize the internet later that afternoon, about 5:00, I discovered that it was not activated in my house. The service was dead from the street pole to the box on the side of the house. I contacted the Time Warner Technical Support people to discuss getting the service active. They were unable to and said they could send someone to the house on 09/**/13. They did say that it appeared the service was active on their end. I said this delay was not acceptable and promply cancelled the service without ever being able to connect to the internet. I returned the converter box and cable the very next day, 09/**/13 as instructed over the phone. Without my noticing it they included a charge on the receipt for the return of the equipment.Considering that I never did have internet service and since I called the same day as the activation was to take place I do not feel that Time Warner Cabel is entitled to receive any payment.Desired Settlement: I want the bill thrown out. I think it is discusting that they would put a charge on the return receipt knowing full well I did not have service through their company.

Business

Response:

TWC apologizes, a credit of $1.73 has been issued to reduce the balance to zero.

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:

In reference to complaint ID# [redacted]. Please note that the total amount of the bill in question was $51.47, not $1.73. The proposed credit does not appear to cover the total amount and therefore will not reduce the balance to zero. Adjust the proposed settlement amount in order to zero out the balance.

Sincerely,

Business

Response:

As requested credits issued to reduce closing balance to zero.

Review: At the end of June, 2013, I called Time Warner to cancel my internet service. The representative told me now problem and thanks for my business. I then moved from my New York City apartment to Sedona, Arizona. I brought their modem along with me so that I could return it to Time Warner. I phoned them once I was in Sedona to find out where to send the modem and I sent it. At that time I asked a representative if I had any outstanding balance and was told I did not. Now, just yesterday, October [redacted], 2013, I received a notice from a collection agency stating I still owed them $129. dollars and change. They have been calling me about this balance. So yesterday I called the collection agency but could get no satisfaction. Today, October [redacted], 2013 I received a call from a representative calling from the collection agency and once I explained to him my situation he told me I could definitely clear this up once he transferred my call to Time Warner. However, once there, the representative made it clear that I still owed a balance and that there was no record of my call in June. I asked to speak to a supervisor and after just over 30minutes on hold, I hung up, having not spoken with a supervisor.Desired Settlement: My desired out come is for Time Warner to cancel any balance they say I owe them and for them to stop the phone calls and letters from any collection agency.

Business

Response:

A review of TWC's records indicates a call was received 1/**/13 (regarding the balance due). The next call received was not until 8/**/13, there is no record of an inquiry in June. Monthly statements continued to be genrated advising customer account was still active. Customer is responsible for fees incurred.

Business

Response:

Based on the account history the amount due is valid, payment is respectfully requested.

Consumer

Response:

[redacted]:

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

I have no account, I have no balance.

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

Sincerely,