Time Warner Cable's New York City Region

Review: They advertise there cable services even have people come around door to door advertising packages and savings but they never tell you they charge a month in advance and all the taxes that are involved so when you think your paying one price the bill is rediculously higher then whats expectedDesired Settlement: Well truthfully I agreed to one amount I should pay just that nd I want my bill lowered

Business

Response:

CUSTOMER HAS BEEN ADVISED TO CALL TWC COLLECTIONS AT ###-###-####

Review: Time Warner keeps raising my bill without any warning. I have called multiple times, spoken to multiple supervisors and they will "fix the issue". The next billing cycle, my bill goes up again. I have been a customer for years and instead of trying to please current customers, they keep raising your bill. They are a monoploy and feel they can charge you whatever they want, even when their products dont work. I have had countless days where my internet doesnt work, my cable goes out.Desired Settlement: I want them to STOP RAISING MY BILL. STOP. and FIX the awful service. I can on longer spend hours on the phone discussing this. It takes hours off my life. STOP

Business

Response:

On 3/**/14 [redacted] verified that a TWC repair technician had addressed the service issues. A credit of $100.00 was issued for the loss of service.

Review: I've had multiple problems with Time Warner over the last several months. Once I get one thing fixed it seems to cause other problems and something else goes down. I have cable and internet service from Time Warner Cable and I've significant issues with both. I've had problems where all my cable boxes go down, my internet is well below the amount I pay for, and individual boxes go out of service for no particular reason. I had a pretty smooth experience for the first couple years but something seems to have happened over there and now I can't seem to get anything working for longer than a few days. I've had far too many service appointments for them to come to my home along with escalation to advanced tech support and [redacted]. Nothing has worked. The problems are so comical that it seems as someone could actually be doing this on purpose just to aggravate us.Desired Settlement: I would love to be be able to have stable service that works. I don't want to have to keep going through many, many service appointments to have one problem after another. I wouldn't mind some credit either for the unusable service that I've been suffering through.

Business

Response:

On 11/**/14 a follow up message was left. TWC awaits the customer's reply to verify if service issues were addressed. .

Review: My internet constantly drops out. I've called Time Warner cable twice.

They sent out a repair person both times and said they cant see anything wrong with it and it continues to drop out.Desired Settlement: Fix my internet so it stops dropping out.

Business

Response:

Service repairs were completed on 12/**/14. All services are working at this time.

Review: when signed up with Time, warner cable I was told that I would receive a Dell 2 in 1 tablet as part of a promotion. 6 months latter and still no tablet. Call cable company numerous times with no help.Desired Settlement: Dell 2 in 1 tablet

Business

Response:

[redacted] has advised customer the issue is being investigated snd she will be in touch.

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]

Women from TWC never got back to me as to why I never got reward. They keep coming up with excuses.

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

Sincerely,

Business

Response:

A credit of $300.00 has been applied to customer's account (the value of the laptop). Customer is now happy, considers the matter resolved.

Review: policy violations delays refunds fees late fees cancel service rude staff no appointment or follow up cancel servies

policy violations delays refunds fees late fees cancel service rude staff no appointment or follow up cancel serviesDesired Settlement: policy violations delays refunds fees late fees cancel service rude staff no appointment or follow up cancel servies

Bad customer service. Simple as that. The worst in fact. [redacted] at Client Services only made the issue worse. The technicians did not show up. Every piece of information [redacted] asked for was provided and still she would not provide any customer service. The issue has gone on for 18 months. Provide the credits for that time. And fix the problem. Refer to the conversation recorded with [redacted] on Friday. I am not paying for services not supplied.

Business

Response:

On 8/**/14 I left a message, voice mail, home number (at 12:55 PM) noting

have concluded my investigation and am ready to share my

findings and conclusion. I noted open Revdex.com case and stated it is

necessary he speak only with me as I have comprehensive

information.

Customer has not called back.

Please note:

On 11/**/13 I called in follow up, customer states all is well, services working with no issues.

I confirmed credit issued for service and appointment issues (totaling $115.26 since July, 2013).

I provided my direct number for future reference.

Note: call of 10/**/13 technician and [redacted] reported customer was “Not home.”

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 am unable to return call because the internet is not functioning.

TWC continues to bill for services I no longer receive.

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:

The credits due for the charges by TWC for services not received still has not been refunded. Why did Time Warner cable stop charging me last month? Why did TWC start crediting the account ?

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

Sincerely,

Business

Response:

Customer insissts all DTV equipment was returned in September, 2013. TWC's records indicate the equipment was returned in September, 2014. Customer has not provided any documentation to refute TWC's records. Customer was offiered a credit, form September to December, 2014. Cusrtomer refused, demands credit from 2013. There is no basis to issue a credit for the year as TWC's records are accurate.

Review: This is regarding account number [redacted], an account with only internet plan with 300mbps speed. Knowing I will never get that speed and just hoped this will provide a more stable internet connection with this plan. From time to time internet connection will drop but that's fine to me but one issue began around week Jan ** that the connection began to drop more frequently and longer. Thinking it would be resolve on TWC's end or an short term outage, I didn't reach out to TWV since this is very common. On Jan**, I finally cannot accept what is going on and contacted TWC for the issue and technician on the phone did see an on going issue and asked to set up appointment two day after but I declined since I have work and schedule an appointment on upcoming weekend. Next day morning advanced tech support from TWC contacted me on the issue and deliver the message that the issue was fixed and saying there was interrupted signal sending out from TWC's end. Then I reached out to the billing department to do a billing adjustment for the time I have issue and the representative [redacted] said only can provide 1 day of credit since the issue was reported a Jan** and today is Jan**. I told the rep the issue was on going for a period of time as the other technician saw the issue too, but again billing adjustment for longer time is denied.Desired Settlement: Bill adjustment

Business

Response:

2/*/15 I SPOKE WITH CUST, ADVISED I APPLIED 2 WEEK CREDIT ($27.09) IN GOOD FAITH, EXPLAINED CREDIT POLICY (MUST CONTACT TWC TO CONFIRM SVC ISSUES, DOCUMENT OCCURRENCE AND WORK WITH CUST CARE FOR NEXT COURSE OF ACTION). [redacted]

Review: I called to close my account at the end of November. Time Warner had just billed my credit card for the month going forward (December) and thus I was in good standing.

I set up an appointment for their tech to come and pick up their equipment. The tech never came. But the bills kept coming. As each bill came I called and told them that I had closed the account, was not using their services, and did not wish to be contacted by them anymore.

Their equipment sat in a bag in my closet until February ** when my wife dropped it off. That's when they claim the account was closed. Despite my best efforts and intentions to close the account they have kept billing me.

They've left the meter running long after I requested account termination.

I've called to resolve the dispute and they refuse to anything about it but will continue to harass me by sending bills and may damage my credit report. I had their service since 1999 and always paid on time and was paid in full when I requested account termination.Desired Settlement: I wish for them to properly close the account, as they should have when I first contacted them on November **.

I will not be paying Time Warner for services I did not use.

They already got an extra month out of me since they were paid for December and I did not use their services after November **.

Thank you

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: We have Time Warner cable account (TV, Internet) under my husband name, [redacted]. We have had cable issue including TV and internet for almost 5 months. For the TV, every 3 minutes the image is freeze. then, the image is coming back but again, freeze. For internet, every night between 12:00AM-8:00AM (the next day), the signal was cut off and could not use internet. We claimed and Time Warner promised to send their technician our home and we made an appointment on 2/** bet 4:00Pm-5:00PM . Since my husband go to work, I was waiting for them from 1:00PM but the technician never came. Around 4:30PM I contacted Time Warner and asked if they come or not. The agent told me that the appointment is still open so I have to wait by 5:00PM. Nobody called, nobody showed up by 5:00PM. So, I contacted Time Warner again, then, I received e-mail at 6:30PM which tells you have appointment today and our technician call you . It was ^;30PM already and why they send e-mail now even though the appointment was 4:00-5:00PM.

We could not watch Olympic. This is really big issue. and now they did not showed up.Desired Settlement: We've been suffered without the correct image on TV and outrage of Internet. I really want to send the technician ASAP and get the credit for the 5 months.

Business

Response:

On 3/*/14 [redacted] verified that a TWC field technician repaired the services and all was well. [redacted] issued a credit of $165.67, the equivalent of 2 months video service fees and one month HSO service fees. Customer was satisfied.

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:

First of all, thank you for [redacted] (Time Warner agent) to contact me and helped us and promised the credit.

While the technician visited our home and exchanged the cable box, the image freezing still continued randomly. The technician did not check the Line. He just saw the box and told we have to change this old box to the new one. I was wondering why he could decide what is wrong by just seeing the box.

Now, we really don't know what to do for this image freezing.

For internet, I had outrage yesterday again (3/**) around 10:15PM but while I called Time Warner and waiting any agent is available, the signal was back. Turn on and off is still continued. Also, I contacted earthlink.net and they told I should have 15mb speed (it was the speed when I opened the cable account) . However, the Time Warnet technician told me that we have just the basic plan . I believe that it is not true. At that time, Time Warner had no such many plans , just have high speed internet and we could just select High Speed Internet.

Anyway, for the TV , I need more help to solve the Image freezing issue.

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

Sincerely,

Business

Response:

As of 3/**/14 [redacted] did not receive a reply to her voice mail and email. Customer can reach [redacted], after 3/**/14 at ###-###-####.

Consumer

Response:

I received e-mail from [redacted] (?) , the agent to request phone call her but I was pretty busy and could not make phone call.

Also, we had no time to exchange the 2 boxes of our 3 boxes to Time Warner and still freezing issue for our 2 TVs.

About the 1 box which the Technician exchanged seems better than before while it sometimes freeze also but coming back soon and not so bad as before.

Anyway, since we are very busy and too many phone calls from Tele marketing companies everyday even though our Tel No.s are Don't call list on the Federal site, we sometimes just set voice mail and I might miss the agent's phone call.

I will call again if the issue still continue and if it become worse (We have to go to Time Warner to exchange the 2 boxes anyway).

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonable to me . Since the matter has not been resolved completely, I will contact the agent when the things go worse .

Sincerely,

Review: On several occasions 3+ times a day I keep receiving calls from collection Dept. about my account passed dues, which it's only one month behind. I already spoke to a TWC Rept. named( [redacted]) or ([redacted]) about making payment on the pass due on 9/*/2014. Which was OK but still got two more calls today 8/**.One of which was a survey when I never agreed on submitting to a survey call. She stated that there was no way of stopping the harrarassing calls until payment is received. I'am a 25+ year customer of Manhattan Cable T.V and T.W.C since 1991.Should be treated with more respect and dignity than this.Desired Settlement: Some the harassing calls I'am not a deadbeat They get their payments before cut-off dates.

Business

Response:

[redacted] apologized and issued a one time goodwill credit of $20.00. However, customer is receiving calls as his account is in past due status, to avoid these calls in the future he must keep the account current.

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 a two year contract with them and was mislead into believing I had to have a phone service. When I later complained about this, the phone service was removed and a new contract was never sent out. Only a notification that my bill had changed substantially. I unfortunately had to close my store 12 months into the contract and I am being hit with unnecessary termination fees because I closed the business and did not file bankruptcy. If they have a contract with the business and the business has ceased to trade, why Is the debt enforceable against me and not the company. I however decided to move the service to my home and cancel the home service. My previous expenditure to TWC was $170 at home and $70 for the business. As I was not in a contract at home I could easily walk away. Now I would like to pay the early termionation fee but they have asked me to sign a new 12 month contract so that I can legitimize the cancellation of service. It all sound really od but from paying $240 a mont to twc the now will be getting at worst case $550 in early termination fees.Desired Settlement: I would like them to take their service away completely but provide the copy of a signed contract after my service was changed the first time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], they have agreed to terminate the contract for the business on the promise that I reactivate my residential account service for the remainder of the period and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On July [redacted] 2015, we moved to our new apartment and requested for a Triple Play package from Time Warner Cable.

As part of the promotion at the time of purchase, we were offered a $300 [redacted] Reward Card.

A redemption code by TWC was issued after 3 months, but we still haven't received any [redacted] from TWC, only to say that we were disqualified from the promotion that we were assured to receive at the time of acceptance of service over the phone.

Thank you for looking into this matter.

Best regards,

WTDesired Settlement: $300 [redacted] Reward Card as per promotion at the time of purchase

Business

Response:

Customer must provide TWC with "proof of switch" documentation to qualify for the gift card. TWC has requested this in the past and it has not been 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:

At time of signing into an Agreement with TWC over the phone, they never indicated any requests of this nature. We informed them that we were coming in from Canada with no prior connection with a cable provider in the U.S. We informed them that we were Bell (Canada) clients. The TWC representative CONFIRMED that we were eligible for this promotion and had never indicated such a request. The fact that they provided us with TWO redemption codes to redeem this $300 offer also indicates faulty business practices on their part, for which we are being misled. We chose their services for this very reason - for the offer which was NOT FULFILLED. At no time did we ever receive a request to provide TWC with our prior service provider. At this stage, we expect TWC to honor the offer provided by their phone representative who signed us up for this Agreement. As discussed with TWC, this is the only acceptable course of action that we can accept from them. This is really a breach of their own agreement and offer which is misleading customers. Thank you for your follow up.

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

Sincerely,

Business

Response:

TWC requests copy of prior provider service be sent for review. Upon receipt TWC will assist further.

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.As per email, we accepted TWC terms as long as our current plan doesn't increase in July 2016 for another year without any commitment. (Since TWC could not honor the $300 credit in one slum payment).

Sincerely,

Review: Something diff turns up on my acct w/each call w/out my consent. Acct has been mismanaged. trying to straighten it out w/the cust svc reps is stress.

Over the past couple of days I hv had a series of 7-8 disappointing and frustrating phonecalls with cust svc reps who hv each told me diff things about my acct, doing things to it w/o my knowledge: canceling svc, reinstating svc, taking away my phone, charging me for one when I said I never requested to discontinue the svc, credit check run without knowledge, it has been fruitless and frustrating.

-They uninstalled my phone w/o my consent or knowledge, they took possession of my phone number, then when I called, they put an order to have one installed, called it new service, ran a credit check on me, w/o my knowledge. The phone has yet to get "re"installed. I would like my phone number. I never told them to give it away or to have phone uninstalled. Fees associated with correcting their mistake should be dropped.

-Credit check was run w/out forewarned knowledge & for no reason. They didn't tell me they wd do this. When I called to ask why, they said it was for new service. I didn't get new service, was it to reinstall my nyc phone that I hadn't asked to hv uninstalled? Was it for paying the balance on my acct? I did not get any new svc, except to remove their mistake of canceling my phone, please have the credit check removed from my record at all bureaus. This is something they did without my knowledge and I didn't get any new service.

-General dissatisfaction with the calls:

1/**/14 - I called to get information on suspending account, he was uninformed and didn't say there would be an equipment cost assicatied with it.

1/**/14 - I called to pay an outstanding balance and to *suspend* acct for as long as I could. The girl said the acct was already suspended, then said it was a diff acct, w/o my knowledge that I wasn't aware of having 2 accts. I pd the balance of the acct. I wanted suspended, she suspended the acct for as long as it cd go (she said 3 mos).

2/* - I was contacted about timewarner doing an unauthorized credit check

2/* #1- I called cust svc about it, someone said I had a PIN when I said I didn't have one and cd give other info instead, she impatiently put me thru to [redacted], who said I was getting new svc, and policy is to run credit check for getting new svcs. I wasnt getting "new" svc, I was paying the balance of an acct, which was only a couple months. Then I asked the balance didn't seem that much and [redacted] said it was only for cable, and when I said I had a phone, the call was disconnected.

2/* #2 - [redacted] disconnected phonecall

2/* #3 - [redacted] said I added a phone, and it was in my log as such. However I didn't add a phone for I always had one. The phone was canceled from my acct without my knowledge, and they tried to rectify it by saying it was new service. Then there was another disconnection.

2/* #4 - [redacted] from [redacted] who was helpful and tried to help as best as he could. He correctly put my account in suspension for 6 months and informed me of the small equipment fee I would be responsible for. He withdrew the $70 fee I was going to be charged for getting a "new phone". He put in a req to reinstall my phone and a request to clear my record at the bureaus for the credit check was done without my knowledge for something that happened to be their mistake ("new" phone). He said someone wd call me back but no one did.

2/* - I called to check and they said the phone wasn't on my account anymore.

I am still awaiting the following from them: -reinstall the phone I never asked to have uninstalled with the original phone number.

-clear me at the bureaus for carelessly running a credit check because of their mistake.

-ensure I will not be charged for their mistakes.

-suspend account (except for monthly equipment fee)

Thank you, Revdex.com.Desired Settlement: I am still awaiting the following from them: -reinstall the phone I never asked to have uninstalled with the original phone number.

-clear me at the bureaus for carelessly running a credit check without their knowledge because of their mistake.

-ensure I will not be charged for their mistakes.

-correctly suspend my account (except for monthly equipment fee)

Business

Response:

On 2/**/14 [redacted] left a message, voice mail, noting the need to do a Third Party Verification. On 3/* our Phone team left a follow up message as the account is now on Seasonal Hold, TWC cannot assist futher if customer does not call back. Customer must call Phone Team at ###-###-#### for follow up.

Consumer

Response:

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

[redacted] from Time Warner had called right after this letter was first written, and she was ready to take care of everything but then had to go. Since then, I call customer service and am connected to the same people. In addition I am still receiving postcards in the mail regarding upgrades, new services and appointments. The same issues I had have not been cleared, and now I have a cable man trying to upgrade my services when I didn't request them.

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

Sincerely,

Business

Response:

[redacted] was unable to reach [redacted] by phone and as a result an email was sent (copy attached). [redacted] has not replied to [redacted]. TWC cannot assist if customer does not reply. Customer must reply to TWC for TWC to assist.

Review: I was a very happy [redacted] client, moving to my parents' old place I decided to see what Time Warner can offer me since my parents had Time Warner. I called prior to the move & informed parents need to transfer their internet account (since they had a promotional price), and I need a new account under my name. I spoke to [redacted] from retention department, I explained to her I am thinking of switching from [redacted]. What I was getting from [redacted], [redacted] TV Extreme HD DVR + Showtime + HBO, [redacted] Internet 50/25 - for $131.89. Searching for coupons and promotions (took more than 8 hours) [redacted] got me a price of about $140 after taxes for similar services including Cinemax (2 coupons- one for $7 and one for $20) waving installation or first fees as well AND a $200 gift card after 3 months. I agreed & scheduled an installation date (I asked for an email confirmation was told OK but never got it). Installation day - the tech first went to my parents new address and later came here only to tell me he can not install new services here since he was inform it will be an upgrade, turns out they schedule new installation for parents (instead of transfer) and upgrade here, so my parent deal was gone and I was left with no services. After calling again and spending about 14 hours I was told all will is fixed.Technician installed (after days), I asked for bill, he said will get it by mail. Got my bill, $242.89, $100 extra! parents bill was about $20 over. Called again, parents' issue was fixed and was promised mine will be too. I spent days talking to Time Warner, was told they see the first quote and not to worry, they opened billing tickets. Many times I was promised a call back but NEVER got it. For 4 months my bill was $100 extra + fees (I was told not to pay all till issue is fixed). Last month they finally got my bill to about $160 after tax, saying they can't give initial quote + no $200 (cause of late payments), I got many recording of calls. More happened but no space left here Product_Or_Service: Phone, TV and internet Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) First I want to get the price I was promised, $140 (they need to give me the $20 monthly coupon they had) and for that to be adjusted from the first day. Also I want the $200 gift card I was promised. I also need to get some sort of compensation for all the time wasted (over and 50 hours total, also I was promised a few time $25 one time coupon for inconvenience) times being left with no services.I was promised a call backs and NEVER got them.

Business

Response:

1/**/14[redacted] SPOKE WITH THE CUSTOMER IN RESPONSE TO Revdex.com COMPLAINT AND ATTEMPTED TO ADDRESS HER CONCERNS. [redacted] APOLOGIZED FOR ANY

MISUNDERSTANDINGS/MISINFORMATION SHE MAY HAVE RECEIVED REGARDING HER PROMOTION. [redacted] OFFERED TO APPLY A COURTESY CREDIT OF $300.00.

SHE REFUSED.

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. Please make sure that this goes through and I will get the $300 that was promised.

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:

Hi,

I had a complaint opened and "resolved" about 2 months ago. It was resolved but I never got what they offered me and things have actually gone worse.

The complaint was regarding me not receiving the package price I was promised when signing up.

My package as I mentioned when opening original complaint was for Ultimate Triple Platinum bundle which includes:

[redacted]ital Home Phone Svc, Whole House HD-DVR, Ultimate Internet (speed of 50Mbps), HBO and Pod, Cinemax and Pod and STARZ and Pod. (I was getting HBO and Showtime with Pod with Fios but Time Warner offered these channels instead because of their dispute with CBS & showtime). I have my first bills and phone recordings that proof this is the case. After months of getting nowhere with Time Warner customer service and not getting the price I was initially promised I decided to open a complaint with Revdex.com.

After complaint was opened, [redacted] from Time Warner Regulatory Division called me and offered me a resolution. She said she will offer to credit my account $300. Also, there was a balance of $27.26 that she was suppose to wave the day we spoke(late fees that were suppose to be waved for all the months of me refusing to pay the full amount I was charged, they overcharging me by even $100 at times) - I have recording that proof this too.

Since I agreed to the offer in Revdex.com I never received anything, and even worse I found out I has been lied to for months and my services has been downgraded/changed WITHOUT my approval to:

Extreme Triple Premium bundle, which includes Extreme internet (speed of 30Mbps) Whole House HD-DVR, Home Phone National, HBO, Cinemax, Showtime, The Movie Channel (Without Pod). A difference of $20 a month!

So basically when I was told they took care of it and gave me the price I was promised, they actually downgraded my services. It's been 5 months now of me getting lower services, a difference of $100.

I have recording of me stating a few times I do NOT wish to downgrade my services, I was promised ultimate and that's what I need.

I tried to contact [redacted], left messages, was promised she will call me back and never heard from her. I even called today again just to go a last chance to resolve it normally.

What I want now is this: I want the $300 I was promised (for not getting the price I agreed on when signing in and not getting the gift card of $200), I want the $27.26 that was left back then (and I paid by now not to be disconnected, I want the other $17 of late fees for the last two months (since complaint of resolved and I never heard back I refused to pay till I hear back from [redacted], but since I didn't want my services to be disconnected I ended up paying anyway), and very important I want my Ultimate Triple Platinum bundle again and $100 for the few months I didn't have it.

In total it is $444.26 and my Ultimate Triple Platinum bundle back for the same price I was promised last and am paying now which is $160 after taxes.

I would also like to get some sort of extra amount for the 8-9 months of trouble and phone calls.

Thanks and sorry for the long email, it's been almost a year of Time Warner fooling me, and I am really frustrated,

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

Business

Response:

4/**/14

I SPOKE WITH THE CUSTOMER IN RESPONSE TO Revdex.com COMPLAINT AND SHE

CONFIRMED WITH ME THAT SHE WILL ACCEPT MY CREDIT OFFER OF

$300.00. IN ADDITION, I OFFERED TO CLEAR THE LATE CHARGES

($44.26) ON HER ACCOUNT. SHE ACCEPTED MY OFFER..[redacted], [redacted]

NOTE: SECOND SET FEE ($14.25 MONTH) IS BEING WAIVED UNTIL DECEMBER, 2015.

Review: I have been a customer of Time Warner Cable for over 3 years. During that time, I was paying for a service that advertised 15 MB a second download and 1 MB a second upload. During the 3 years, I never got anywhere close to the speed advertised. Despite contacting TWC repeatedly over the years the issue was never resolved. I had technicians come out say the problem was fixed only to have my internet be slow or just completely drop out the next day. After never receiving the service advertised, we moved apartments, in the same building to the apartment next door. Upon moving in, I hooked up the internet and everything worked fine, even better than before. I called TWC to transfer the billing info, and was informed I had to have a technician come "turn my internet on." Despite it already being on. At that point, TWC shut off the working internet and scheduled an appointment to turn it back on three days later, during working hours as they only offer appointments between 9 and 5. Today 4/*, I stayed home from work to wait for the tech to show up between 9 and 10 AM. At 10:10, I called to ask where the tech was without an answer. At 10:30, I was told he was 20 minutes away. At that point I had to cancel the appointment as I was already 1.5 hours late to work. As a freelancer, if I don't show up to work, I don't get paid. So every time I wait for TWC to show up and they don't, I am literally losing money. Additionally the fact that TWC is about to merge with [redacted] makes me think I will get even worse service with even less accountability. Both of these companies are monopolies and should be broken up immediately.Desired Settlement: Break up the cable/internet monopolies and allow competition so the US can have internet services comparable to other industrialized nations.

Business

Response:

On 4/**/14 [redacted] assisted customer in updating account and addressing service issues. Customer is satisfied.

Review: I sign up for cable/internet/telephone services with Time Warner. I was told that if I got the higher level of service I would receive a Samsung galaxy tablet after three months. I provided them with my payment information upon installation. The company failed to sign me for instant bill pay. That issue was resolved and the company admit their fault. I was then provided a redemption code ([redacted]) for the product on May **, 2014 at 4:47pm via e-mail. However, the contact number provided does not have a way of registering the redemption code. I have called Time Warner several times. They have told me that I must wait or a card. But I cannot receive the card until I register. Further, they said that I was required to registered my redemption code 30 days after receiving and that time period has ended. (Please note that the date I received the redemption code is May **, 2014 and today is June *, 2014 and I spoke today with [redacted] named [redacted], ID # [redacted]). Time Warner sold the idea to me that if I purchase a higher level of service they would provide me with a galaxy tablet. I have been in constant contact with them since I open this account and have always been reassured that I would get my galaxy tab. However, Time Warner has not fulfilled their part. They sold me an idea to get me to pay them for money and have attempted to say I not longer because of condition they never disclosed at time of installation nor during any of the following conversation until this point.Desired Settlement: I want them to provide with the Samsung galaxy tab they said they would give me for purchasing the higher level of service.

Business

Response:

I APOLOGIZED, NOTED ACCOUNT WAS PAST DUE IN 2013 WHICH RESULTED

IN INELIGIBLE STATUS. I OFFERED TO ISSUE A CREDIT OF $159.94 TO

REDUCE THE BALANCE TO ZERO AND COVER THE COST OF CUSTOMER'S

PURCHASE OF TABLET. CUSTOMER ACCEPTED AND CONSIDERS THE MATTER

RESOLVED[redacted]

Review: My business has been out of internet service for 5 days, we calked every support number and the Office of [redacted] over 40 times. We have not received a single call back, nor has our service been restored.

This is egregious and the fact that we cannot get a straight answer or ETA on repair is outrageous. We have gotten about 5 different stories as to what the problem is, first there was a building isssue, then an equipment issue, then an issue in the basement of our building, then an outside issue, and finally an are outage. I do not believe any of these excuses.Desired Settlement: I want my internet fixed NOW!!!!

Business

Response:

On 7/**/14 a BC technician was sent. They checked the equipment in the building and found no 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:

[Your Answer Here]

Still have problems today, technician did not implement long term solution

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

Sincerely,

Business

Response:

Following an outage in [redacted]'s area a special maintenance appointment was scheduled for 7/**/14 for [redacted]'s location. At that time no trouble was found. Then this week [redacted] reported to your office that his service was not working as well as it had been. In follow-up on 7/**, Business Class agent [redacted] spoke with [redacted], and [redacted] confirmed that it was working fine again. [redacted] offered his contact information in the event the problem returns.

Review: I recently opened an offer for a triple play bundle plus a free dell notebook for 69.95, by the time Igot off the phone with the rep I was spending over 200 dollars. I was promised the fastest internet they had to offer (300mbps)!and rep assured me my free dell note book would be by me within a week of signing up.. Tech finally showed up, after 3 hours of fumbling around ,tech tells me that my area isn't equipped for high speed internet ( keep in mind they made me cancell my previous fast and amazing service provider) so I call customer service to ask them about the speed and they told me that within 10-14 business days I would be able to get an answer regarding the speed I was promised and paying for and the dell laptop which if you read the fine print will take over 6 months to get if you are lucky. My Sales rep totally lied and told me I was getting fastest internet and my notebook with one week. When I asked to speak to a supervisor the person over the phone told me it would take at least 24 to 48 business hours to get a "supervisor above his pay grade on the phone " and he assured me that nothing would change and nothing that I was promised would change once I finally got someone else on the line. He also told me that the sales department is not affiliated to time warner and that they can say whatever they want to the customer and there is no affiliation to the actual customer service/technicians/higher ups. I know a bait and switch operation when I see one and the fact that a company of this nature and size is allowed to get away with dirty and unethical business tactics , is appalling and [redacted], The aggravation made me get an extreme [redacted] and I had to call my doctor to ask for additional medication just to relax me. I will pursue this matter to the full extent of the law if need be. And if that's not enough, I cancelled my old provider (100xbetter half price) and my new "super router" doesn't reach 5 feet to the next room! Stay away!!Desired Settlement: Want what I was promised ,300 Mbps and not a second less,Preferably today not in a month from now,Want my notebook by the end of next week from today as promised by sales rep, feel free to check recordings,Want to be able to get full wireless reception , thru out my entire 1100 sq apartment, (their new super router supposedly does multimrooms and floors I have 2 rooms and one large open floor!!!,I want an apology letter from time warner directly and compensation for aggravation/loss of sleep

Business

Response:

A review of the call in question has confirmed the customer was advised of all charges and promotion criteria. Customer insists he "was lied to" and the matter is being referred internally to a [redacted] for additional contact.

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

So after reaching out to Revdex.com I receive a phone call from a Time Warner [redacted] , Admitting that the Sales Lady lied to me at the time of sign up , he admitted this after listening to the audio tape. After a fraudulent sales pitch the [redacted] that heard the tape offered me a fifty dollar credit to make up for the lies on the sales call. So now after speaking with another "[redacted]" they told me that they reviewed the tapes again and that I am making this all up, I assured the [redacted] that I don't have the time nor the energy to fight with him, I can afford to buy 100 of the notebooks that was fraudulently offered to me if I signed up as an incentive after 1 weeks, we now know that was a lie!

I was also offered "ALL" the premium movie channels , never got that resolved either!! Also promised 300 mb per second , still after 10-12 phone calls with "tech support" still getting only 35-36 Mv per second , If my math is correct that is about 12-15% of the "proposed " speed promised to me numerous times , actually speed I was told that I was supposed to receive every time I spoke with a [redacted]. I do have a [redacted] contacting me every few days to see if the speed was corrected, but failed to mention a thing about my movie channel line up as promised or the promised laptop, he only mentioned the promised speed situation and how the techs are working diligently on the issue, it's now been 2 months, still no speed!

On the last phone call with the same [redacted], I was informed by him that "they got back to him with the transcript to the tape" and that my claims are false. So when I asked for a voice copy , the [redacted] got quite frustrated , short and upset with me , never mind the disgusting attitude , his response was "o so now more then one time warner representative lied to you ? Must be a pretty elaborate lie". As he mocked me I asked him to check to see which [redacted] gave me a credit for $50 for compensation for the lies of the sales rep. This is when this [redacted] started to get loud with me , huffing and puffing , getting loud and obviously upset with me. I will assure everyone reading this and Time Warner and the Revdex.com. If this situation does not get resolved and I do not get everything that I was promised and the lies do not stop. I will seek other alternatives to rectify this matter. A Company like Time Warner can not and will not be allowed to prey on helpless victims and get away with it. If I am speaking up it is because I have the ability and know how. How many other customers are being swindled the same way I am and nothing gets done. Once again "Shame on Time Warner ".

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

Sincerely,

Business

Response:

Customer now has a call on for 9/** for repairs. His concerns have been acknowledged.

Review: When I signed up for service, they said they would charge me $4/month for Showtime which is what was being shown on the website. I got my first bill and they charged me $15.95. When I called back, they said that I was wrong and I was never offerred the $4/month. Then when I persisted, they said that yes they see that I was offerred it for $4 in my account, but it wasn't applied correctly and now the offer has expired and they can no longer offer it to me.Desired Settlement: I'd like to be charged $4/month for showtime and also some compensation for the fact that I've spent hours on the phone waiting for an agent, explaining the situation, then being transferred to somebody else and on and on multiple times.

Business

Response:

On 10/**/14 [redacted] left a voice mail message noting discounted rates have been applied for Showtime.

Review: Since 2 months ago, the cable speed (Internet) is very very slow. I checked the speed and it was 0.36 (Should be 10) and sometimes Time out due to very slow connection. I contacted 3 times so far but never fixed. Then as the conclusion the customer service agent told me was I use the old Modem (It was provided by Time Warner when we opened our account) so have to change. First of all this Time Warner account is under my hasband's name. However, I'm the one got the offer from [redacted]. I have had [redacted] for a long time, more than 15 years. Then, when [redacted] tied up with Time Warner, I got the offer of Time Warner cable account via [redacted]. While I use the internet the most , my husband watch TV the most so, we opened Time Warner account under his name. Then, like thi sissue happened, my husband have to complain himself. Whenever I call Time Warner, they say the account is not under your name and so on.. but the address is my own coop apt. . They gave me the hard time to fix those issue.

In this case, sine my husband is pretty busy , he can not go to exchange the Modem. So, I have to go. I use the internet for my business and I have had much trouble for this slow internet. So, we asked if I go to the Time Warner and exchange the modem. The agent told me that I have to bring the copy of his photo ID, my photo ID and the recent bill. It is OK but I have to be notarized. I have to go Notary Public. I can not believe that. Why I have to go the Notary Public and have to get the stamp? My ID exactly sow the same address with hi, (husband) and I'm the one who bought this Apt. and lived 15 years.

The agent offered to send the modem but since we have to return 1 cable box we don't use but charged $15 every month (We pay for 3 boxes right now but we don't use the 1 box due to the TV in the bedroom is broken), we prefer to go and exchange the modem and return the 1 cable box. Also, we've never ever notified that our modem is old and we have to change the modem. We have had long history of cable issue under Time Warner (No signal to TV, no right speed for Internet) but charged almost $150 every month.

Furthermore when we opened the Time Warner cable service (Set of TV and internet), the [redacted] never told that we have to borrow the modem and it was not charged the beginning but the Time Warner start to charge for the modem without any notice.

Anyway, I really suffer the speed of internet. If it is the modem issue, I have to change it but I have no reason to go to notary public. Please give the correct speed 10mbDesired Settlement: Replacement the modem ASAP and give the right internet speed as promised. I have now 0.35 mb speed to download.

Business

Response:

On 12/**/14 [redacted] left a follow up message to confirm that services were working 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:

I did not receive any response . Where is the response? I could see just "Follow Up" and CS name. That's all.Anyway, the Tech guy came to our home on 12/** and exchanged the Modem to the new one.It seems worked well on the day.However, on 12/** (The next day), the Wi-Fi was down. I called Time Warner and they told that I had to configure the Apple router.So, I called Apple and configured and it comes aork correctly.Then, on 12/** 10:30Am, 6:00 PM and 12/**, 1:32AM, the signal was down again via wire (not via router). So, No internet at all for my Computer.Whenever the signal downed, I had to call Time Warner. Their procedure was same, they send the signal again and again.I had to reset the modem again & again.When the Signal down came again on 12/**, I called Time Warner again and they sent the Tech guy to our home again on 12/**.The Tech guys checked the cable line and checked the signal how it is stable. The signal was sometimes down (Ping check). I don't know exactly what the Tech guy did but he told that if I have the same issue again, I have to reset the modem and router.And if the signal down continue, I have to call him directly (He left his cell No.).Right now, every 2 day, 3 times a day, the signal is down. So, I have to reset the Modem and Router (Sometimes only Modem). I have to unplug the power code 15-20 second and replug it and wait for 20 second. Sometimes, it did not work. So, I have to repeat the Reset things again and again. So, the issue is not resolved yet. I have to reset the Modem and Router, every 2 day, 3 times a day.

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

Sincerely,

Business

Response:

On 1/*/15 [redacted] left a follow up message, voice mail. TWC awaits a reply.