Time Warner Cable's New York City Region

Review: We have month to month cable tv account with Time Warner Business class and from the start it has been disaster. On Monday, Sept [redacted] I called the business class division to add Cinemax and swap our cable box for a DVR box. I was told that the services will be delivered and installed in 1-2 business days. The next day I received an email stating that the services will be completed on Monday, Sept [redacted]. I immediately called our account rep to see if there was anyway for at least the Cinemax to be turned on. I was told no and nothing else. I have left emails, voicemails and reached out to other reps about how the matter could be resolved. Unfortunately, I was only transferred from Dept to Dept with no help. It was insulting, each time a new rep would ask me the very same questions the last one did. When I asked for someone in Custimer Service, I was told there is no Customer Service. I am currently looking into otter service providers being that Time Warner has no interest in helping me.Desired Settlement: I do not want to pay for the upgrade to Cinemax, the DVR box or the installation.

Business

Response:

On 9/**/14 a call was arranged and completed on 9/**/14.

Consumer

Response:

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

Sincerely,

Review: After moving from NY to Massachusetts, I have spent four months trying to resolve closing my account. I called when I moved, because my movers accidentally packed the equipment, and asked to ship a box to me to return everything to TWC. That box never came. Instead, I began receiving unsettling phone calls from bill collectors. No box was sent, nor was a bill sent to the new address I provided.

I called TWC again only to find out I need to pay to have everything returned. So, I shipped the equipment I had to TWC. This equipment arrived on 10/*/14 at 7:41am. I called a third time asking what I owe for the one cable box stolen by my ex fiancée. During this call I provided the tracking number from [redacted] and was told I would get a call in 8 calendar days with the total.

Ten days later, I called and spoke with service member [redacted]. He told me my shipment never arrived, although I had confirmation. Then this member had the audacity to put me on hold for almost an hour (I wish I was exaggerating). I called TWC on the other line to finally speak with a [redacted]. This [redacted] realized that my second phone call during this process, not only wrote the wrong shipping company, but also the wrong tracking number.

This means not only would TWC never have called me, but also I continued to receive phone calls from bill collectors! I have gone completely out of my way to try and pay this bill and to be quite frank, their company doesn’t deserve a dime. This has taken four months, and it still isn’t resolved! I am disgusted with the incompetent workers and lack of empathy during this process.

I have also written through their customer service form, and on their headquarters website, what is written above. I have heard no response, and today is day 5 from when I spoke to the [redacted]. He said it would take 3-5 days to have this resolved.

Business

Response:

TWC receiveed proof with [redacted]

tracking #[redacted] that two pieces of equipment was return they

was remove off account back on 10/**/14 customer still owe for one cable which

she stated in letter that her ex-fiancée took. The cost is 175.00 which is due.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. They finished the job that they were asked to do. I am unhappy with the way the company handled this situation and customer service overall.

Sincerely,

Review: I became a subscriber to Time Warner Cable four months ago. When I initially subscribed I was given a rate that would be valid for one year, including subscription to 2 premium channels. With my fourth bill, the rate for the premium channels increased without notice by 33%. Upon discovering this and calling TWC, I was told that increase was correct. TWC said that the rate was only valid for 3 months, and that 1) I was told this when I subscribed, and 2) I was notified by mail and email of the rate change. However, NONE of these things happened. TWC shrugged off my complaint. In essence, their response was, "take it or leave it." My request to TWC was reasonable: I want to pay the rate that I agreed to pay, not the one that TWC unfairly bumped up 3 months later after I became a subscriber. The TWC rep told me I could either accept the new, higher rate, or forgo the service altogether. Unbelievable.

Also note that for two billing cycles, until I caught the error, TWC double-billed me for DVR service. Although they credited me for the overcharge, I detect what seems to be a pattern of deceptive TWC billing practices, in which they hide, obscure, and introduce charges in the hopes that most customers don't notice. I simply want to use their service and be billed in a transparent, consistent, above-the-board manner in which I do not feel I MUST check my bill every month like a hawk trying to identify the new way in which I'm being taken advantage of. How systematic is this behavior by TWC?Desired Settlement: I want the premium channel rate to remain what I initially subscribed to. I don't want my bill to change or go up randomly, at least for the first year (since I had a one-year rate agreement with TWC). I want an end to deceptive TWC billing and marketing.

Business

Response:

On 12/**/14 [redacted] left a voice mail message-there has been no reply to date.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. [redacted] from TWC called me on 12/** but I missed his phone call. I attempted to get in touch with him twice but have not been able to do so. (On one occasion I reached a different TWC employee who recommended that I call back another time, on the second occasion there were no representatives available so I left a voicemail.) Therefore the matter has NOT yet been resolved.

Sincerely,[redacted]

Review: I am a lomgtime customer of Time Warner Cable Co. I had tv and Internet services. Once before May*, 2013 I got call from TWC representative and she offered me to add telephone service to my existing services. She said that our conversation is recorded and offered telephone service with free installation and free activation, $10 a month for service , free calls in the USA, Canada and Puerto Rico and most for me important just 1 cent a minute for calls to any country in the world. Of course I have agreed to this offer. When I got first bill I saw chargers for installation, for activation and a lot more then offered for international calls. I called to TWC and explained that charges do not meet offering prices. They deleted charges for installation and activation and change my telephone service to trully existing one. However, they did not recalculate charges for international calls in accordance with offered by TWC representative. I demanded full investigation and asked to check recorded conversation with service representative who offered me this service. But they told me that could not check this converastion. If they could not check recorded conversation they have to believe my words and recalculate the charges made from May * and May ** in accordance with offering 1 cent a minute. I can do the same way like they did and tell them that I never ordered telephone service to added to my account and they did it without my authorisation. I think if I do so they find recorded conversation very fast. And it will prove that I am rightDesired Settlement: MAIL THE BILL WITH RECALCULATED CHARGES FROM MAY * TO MAY **, 2013

Business

Response:

[redacted] spoke with customer. She reviewed the IOP issues and plan, customer acknowledged and accepted credit totaling $128.50. She advised customer to pay $222.63 which will cover services thru 8/*/13. Het accepted and has her contact info.

Cust stated he will wait till his next bill to close case.

Review: I had been a customer at Time Warn ter (for the last 2 years) till I discontinued my service this past May to move to a different provider (for poor internet service. At the time of discontinuing of my service, Time Warner owed me $124 in refund- I was informed that from the date of discontinuation of service, I would have my refund check withing 27- 30 days (I have the email transcript for this conversation). My issue with Time Warner is as follows: a) It has been over a month and in spite of multiple calls and follow- ups, I haven't received my refund check. Everyone has a different story to tell. A week back when I called them, I was informed that I should expect to receive my check the week of the [redacted] of July or this week. When I spoke to them today (on their online chat system), I was told that it will take an additional 27 days to generate my check. When asked for a reason, a reference number for my complaint, an expected date of delivery of check I was given none. All that was said was , I should receive my check very soon. When pushed for a reference number, I was told it takes hours to generate and I should call back in a few hours. I am absolutely frustrated with the incompetence with which this issue has been handled and especially for what is a straightforward refund (one for which I keep getting constant reminders in the mail- in the form of paper bills). I am absolutely at my nerve's end and would greatly appreciate the proper handling and resolution of this issue. ThanksDesired Settlement: My desired outcome involves getting my check from Time Warner this week as was promised months back.

Business

Response:

[redacted] spoke with [redacted] regarding her refund check complaint to the Revdex.com. Per our overseer of refund checks, [redacted]'s check will be mailed out on 7/**. [redacted] left a follow-up message advising [redacted] of the scheduled mailing, and said if she hasnt gotten the refund check during the week of 7/**, she may call him at ###-###-#### for additional assistance.

Review: I have two issues relating to Time Warner Cable/internet. Issue one: on august ** 2013, I contact time warner via online chat with representative. In the chat the rep stated I would be charged 34.51 for the next three bills. my bill is now 39.99. I contacted customer service on sept ** 2013 via phone to address this and they stated they have no notation that my bill should be 34.51. I clarified in the online chat on august ** that my bill would be 34.51 for next three months. the phone rep stated they have no notes detailing that. issue two: in the phone chat on sept ** 2013 I referenced their current promotion of standard internet 15 mps for 34.55 for 12months. I mentioned the page it was on, http[redacted] the phone rep said she could not give me that promotion. I would like to receive the promo as advertised. 15 mps 34.99 12 months. I enjoy time warner internet service, but find their dispensing of promotions to be hit or miss. some reps can honor things, some don't.Desired Settlement: I would like the offer they extended to me via online chat [redacted] honored for the next three months. I would like to receive the promo as advertised. 15 mps 34.99 for 12 months after that. thank you very much

Business

Response:

On 10/* customer was advised he is getting a $34.99 promo rate for 12 months.

Review: On Saturday, October **, at about 10 AM, a representative from Time Warner knocked loudly on my door, startling me, as I was in bed on the phone. I shouted that I was coming to the door in a way that he could hear me, and I heard several more loud knocks on my door. I opened the door and the representative told me that he was there to install some internet services. I informed him that I had not ordered any extra services, so he could not come into my room and install anything. He left, and I went back to bed. Several minutes later, I heard another loud knocking on my door, and I answered again and was met by a different representative, a woman. She talked to me in a very condescending tone and informed me that, though I did not order these services, they had to be installed in my room to strengthen the Wifi throughout the floor that was complementary from my school. I once again told her that I did not want it installed. I also informed her that I was still in my pajamas, that I was on the phone, and that I was caught off guard and did not desire to leave my room at the time to let them in. Then she walked into the doorway of my room without my permission, looked around, shouted several expletives about the fact there were no wires in my room, and asked if her employees could come in and work while I was still in bed, and I, once again, rejected her request for entrance to my room. She then attempted to bribe me with coffee and free breakfast, which I also rejected. I then was forced out of my room for an hour and a half while they drilled holes and set up a wire and a modem box in my room. They did not clean up any of the crushed plaster on the ground or the cardboard boxes their equipment came in. They also left my door ajar. A week later on Saturday, November *, I received a bill for $46.51 that I am expected to pay by November **, despite the fact that I was specifically told I would not have to pay for them.Desired Settlement: This business has the responsibility to not make me pay for the services that I did not order.

Business

Response:

On 11/*/13 [redacted] apoligized and advised [redacted] TW Cable is updating their records based on her complaint.

Review: I was promised $21.00 a month credit for loyalty monthly and I am due 4 months for 97.60 and time warner will not put the credits onto my account. I keep calling and they will not adjust my account correctly.Desired Settlement: I want the 97.60 posted to my account and then be billed correctly monthly. Time warner is overcharging me in the monthly billing and will not connect me to the correct department to complain about the error on the bill.

Business

Response:

The credits are discontinued for two reasons:

1. The client voluntarily disconnected service in October, and the Loyalty credit no longer exists on our billing system.

2. The loyalty credit was offered to customers with good payment history. This client has an extensive history of payment issues, and at the time the credit was declined had an unpaid past due balance.

Had this client not chosen to voluntarily disconnect services in October, the loyalty credit would have remained, grandfathered, on the account. As it is, it simply does not exist in our billing system. Even if the customer’s payment history was perfect, we would be completely unable to add this credit.

What has been occurring here is the client calls in and escalates until someone provides a one-time credit on the account, something we will not be continuing moving forward.

Review: I have called TWC repeatedly over 14 different times now to no avail. Back in Februrary 2014 (Mid to end of Feb) I contacted TWC regarding an offer I received from RCN, a competitor. Because of the competitive pricing, I was offered a lowered package that would results in a $56.33 credit to my account each month for a total of 12 months. In addition to that I was to receive a one time credit of $60 in February 2014 for my troubles and as a loyal customer. Instead of processing a credit to my account, TWC improperly debited my account adding more to my account balance rather than providing a credit. I called up TWC several times, only to be constantly pushed to different people and to different countries. There is no ownership of the account here. In addition, all the billing codes were incorrectly coded in their systems causing me not to receive any credits but to get debits. My bill each month for 1 year was supposed to have been around $161 including taxes with the credits.

Because of numerous calls, my [redacted] or [redacted] call to TWC was transferred to a billing rep in the [redacted]s. That rep told me that he would apply my $56.33 credit for 10 months along with my one time credit for $60 for a total of $623.30 so I did not have to call back each month to get this resolved. This finally happend around 4/** but instead of **, I only received 9. [redacted] in the [redacted] call center was the next one to handle and process my account. I have tried calling [redacted] and requested for her to call me back. Only 1 time did [redacted] call me back to let me know the account would be fixed within the next 24-48 hours. On April **, I noticed that someone wiped out my credits on my account. Per my conversation with [redacted] I was supposed to have showing on my account at that date, $365.25 in credit on my account. She confirmed in saying that I would not have to pay for my bill for a couple of months due to the credit. In addition she informed me that she had another account rep recode my monthly bill so I would only pay $160/month including taxes. Because of the credit being wiped out, I did request for [redacted] to call back and she never did. I called again and requested [redacted] and it was notated on the account to pass me onto [redacted] as she was the most familiar with my case.

When I finally called back on 5/*/14, I spoke to [redacted] in the [redacted] office. [redacted] reviewed the notes and even confirmed I was supposed to be at a $0 balance on my account in what was owed at that point and to have a credit inside the account of $365.25. He then passed me onto his [redacted], [redacted] at extension [redacted]. [redacted] assured me that he would coordinate with the other [redacted] from the Flushing center to correct the mistake as he also agreed I was to have a credit inside the account. He told me he would call within 2 business days and I have not heard from him since.

I called today on 5/*/14 requesting to be transferred to him but the [redacted]'s rep would not transfer me. Instead she transferred me to her [redacted] who is not even reading the notes correctly, is applying only a partial credit onto my account.Desired Settlement: TWC needs to honor what their reps informed me of and needs to correct their billing system. Applying debits and credits is not rocket science and is part of any normal ledger account. For me to call up over 14 times at this point proves how inefficient their billing department is at handling these issues.

Business

Response:

[redacted] SPOKE WITH THE CUSTOMER IN RESPONSE TO THE COMPLAINT HE FILED WITH YOUR OFFICE & ADDRESSED HIS BILLING ISSUE. SHE OFFERED TO APPLY A COURTESY CREDIT OF $116.33 TO HIS ACCOUNT. HE ACCEPTED HER OFFER AND CONSIDERS THE MATTER RESOLVED.

Review: I closed my account with Time Warner Cable on May **, 2014. They only offered to pick up the boxes with a charge, so we decided to return them ourselves. As we don't live in Ithaca, where the account was established, the boxes were returned in Manhattan on June **, 2014. No one from TWC had contacted us about the boxes prior to this date. On Monday June **, 2014 I get a collections notice from IC System dated June **, 2014 saying I'm now in collections for this debt. I was NEVER informed of any effort needed to get this to TWC sooner, and I didn't realize I had less than 30 days before going into collections. When I called and tried to resolve this, I was given the run around. On Monday, I sent the fax into the number they asked and the representative said there would be a 2 business day turn around to get it resolved. I call again today, Wednesday June **, 2014 and am told it would actually take 7 days, as they need to locate the boxes. I told her that I sent over the receipt, and it isn't relevant to me where the boxes went after that, as I can prove I returned the boxes and I don't owe any money. The [redacted] refused to help me and said she couldn't do anything and I had to wait 7 business days, even though the collection agency has already been sent on me for a debt I didn't know that I even owed prior to their notice.

Their business practices are HIGHLY unethical. You can't send someone to collections without ever even contacting them first to let them know. They then can't take 7 business days while my credit reports may hang in the balance. I'm extremely dismayed at this company.Desired Settlement: I want Time Warner Cable to acknowledge they received my equipment, as shown in their receipt, and that I am no longer liable for this equipment. I want to be removed from IC System collections and to be assured no activity or collections was ever given to any credit reporting agency, as it was never an outstanding debt. An apology is also in order here.

Business

Response:

Customer has not provided their account number or address for purposes of research. Please provide and TWC will follow up.

Consumer

Response:

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

[Your Answer Here]

My address at the time was in [redacted]. I have called and verified they received my equipment and that the collection agency was called off. I was never called to inform me of this, however, and I am still dismayed at their practices. I am still owed an apology.

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

Sincerely,

Business

Response:

TWC apologizes for the customer's difficulty and inconvenience. TWC regrets the customer's dissastisfaction with the handling of this matter.

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]

That's not an actual apology. It's a canned response given to hide their unethical collections practices. I deserved a personal apology and an assurance that business practices will be examined, rather than a computer response that anyone could get. Their practices remain unethical, and if they are not genuinely sorry and ready to examine them, I can't accept their response.

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

Sincerely,

Review: We've been calling Time warner every day for the last 6 weeks, trying to have our internet work properly. We're a car service company that relies on the internet and phone service 24/7. Because of poor internet service we're loosing clients and incoming calls. At the present the problem persists and they claim that they're working on it, same excuse every time we call themDesired Settlement: All we want is the service to be restored correctly and reimburse for business loss

Business

Response:

Customer is in contact with TWC's Business Class division. They are assisting and attempting to address the customer's concerns.

Review: Several months ago a TWC salesperson approached me regarding subscribing to TWC. I expressed interest in their internet service, but the salesperson persuaded me to get the "bundle" package which included cable, internet and phone service because there was a promotion where TWC would give you a Samsung tablet if you had that bundle for at least three months. I signed up for bundle but never received my tablet because I was told in order to receive the tablet the subscribers account had to be in good standing and my account was a few days delinquent. I was never told of this condition and was only told about it when I called their offices to inquire as to why I had not received my tablet. After several phone calls trying to resolve the issue, I was told a dispute resolution department would be calling me in 5 business days, that was seven business days ago and I still have not received this call.Desired Settlement: I would like my tablet or a refund for the time I have had this bundle service without receiving the tablet, since all I wanted was the internet service to begin with.

Business

Response:

On 8/**/14 customer accepted a credit of $100.00 to his cable account to address and resolve the issue. The credit was applied.

Review: Company forced me as a customer into a lease that I did not agree to, according to their on-site dispatched representative. When trying to cancel the service I was told that I would have to pay the entire fee of service, even though it is not used. In addition, I would have to pay the entire cost of the "leased" device, a cable modem, even though I had been paying down the lease for over 1 year. Moreover, that cost is $90 for a device that retails for a fraction of that price. These are unacceptable business practices.Desired Settlement: I'd appreciate either a refund or at least for compared to what has already been paid down, and an apology for unscrupulous business practices.

Business

Response:

ON 8/**/14 [redacted] SENT AN E-MAIL TO THE CUSTOMER ADVISING HIM THAT HIS INTERNET SERVICES WERE DISCONNECTED AND HIS BALANCE IS ZERO, HE WAS FURTHER ADVISED TO RETURN THE MODEM, BELONGING TO TWC.

Review: I was a [redacted] customer before the switch to Time Warner a month ago. And the bill that I paid to [redacted] was approx. $146. So I decided top switch to Time warner because of the promise that I was going to get a better rate. For one year and I wont be charged for installation fees and activation fees. I felt deceived when I received the first bill. which was for $297.. I spoke to some agents named [redacted] on 8/**/14, she was able to deduct some amount and was supposed to call another deptment so they can remove the charges for the set top box and additional set top and the dvr service fee, but she's suppose to return the call but never did. [redacted] on the other hand (whom I spoke to, did the best he can and did a good job) but still there's just certain things that he's not able to do but he tried to transfer me to to right dept. I short the first bill came out to bill still Higher than $146. Many times I was told to pay the full amount first for $297 then the next bill would be lower. Who in the right mind would switch to another company to pay double the amount unless she was completely deceived.Desired Settlement: I want to receive as promised the same triple play service, with the same number of ch[redacted]els, same internet speed and same phone service with total amount significantly lower amount than what I was paying to [redacted]. starting with the first bill.

Business

Response:

[redacted] left a voice mail message in reply noting the issuance of credits totaling $130.94 to offset all installation fees.

Consumer

Response:

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

I have tried to speak to different agents from this business, and I just ended up feeling frustrated because all of them gave me different balances that I have to pay. most of them made a promise to help me resolve this matter, but nothing happened, except for one person, but he was not allowed to do much. It seemed like I had just wasted my time. And when I tried to check my bill on the Time Warner website its still way over what I have anticipated. as a customer, I would like to receive a written bill especially from time warner to be sent to yours truly but through Revdex.com. To Revdex.com thank you so much for the time and the effort in helping me get through to these business. At least this way I would know which one is the true bill.

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

Sincerely,

Business

Response:

On 9/*/14 [redacted] left a voice mail message confirming rates and credit issued. The attached bill was sent 9/*/14, credits exceeding $270 were issued and the monthly rates are also listed. Customer will receive this in the mail in the next few days.

Review: I was incorrectly being charged for a select channel from Dec. 2013 until Sept. 2014, when I discovered the error. Since then I have called Time Warner at least 2 times per month to remove and correct my billing errors. Originally, I was told I would be credited for the entire amount in monthly deductions- this was September of 2014. When I received my next bill I was not charged the new price of my contract, not credited for the channel, and actually billed again for the channel. I called again and was informed that despite the representatives representation of a credit, I would not receive any credit because it was against their policy and because I would I need a technician to come to my home to verify that it was impossible for me to receive that channel. After several phone calls and instant chats in September, October and November, and being inappropriately billed for another month, a technician came to my home on November **, 2014. After several hours he informed me that there was no possible way that I could have been receiving or ordered any channels through my box as it was so out dated and the cables from my roof connecting my internet would not permit me to have access to any ordering (i.e. DVR). On November 14, 2014 a second technician came to my home from 8:00 am -1:00 pm and, requiring my assistance, rewired from the roof all the cables and put new boxes in place. Thereafter, I spoke to Time Warner on the phone again- a female representative from New York who informed me that she sees a credit pending and that, after getting supervisor approval, credited me the $155 for Decembers bill. I received Decembers bill and there was no credit and an unexplained charge of partial month fees. Upon calling, I was told there is absolutely no record of being call in November and, once again, said that whatever a previous representative said to me is invalid due to their policy and it is not their error that a representative made such a promise. Twice since September I promised a credit and it was refused when it came time to give me the credit- their policy and story changes each time you call and each representative you speak to. As a customer for over 7 years, there was no courtesy- they were rude and nasty and without going over each bill with a fine tooth comb they would be continuing to inappropriately and incorrectly bill me, each month for a different reason. Moreover, they state that all calls are recorded but refuse to listen back to any phone calls to verify that this promises were made. Rather they say agents "just say" stuff that does not have to be honored. This is fraud and deceit at its highest! A company with such a monopoly in this city should have more standards and rules. Lastly, they failed to properly keep record and notes of my phone calls. I would like to be credited for the $155.00- if not for the channel that was not ordered by mean and confirmed by a technician to not have been received in my box, then for the hassle and loss of income that I have incurred by speaking with [redacted] least 2 times per month from September 2014-December 2014- to no avail. I must add that on top of this when I originally called in September 2014, Time Warner then decided to call me everyday, 2-3 times per day, asking me why I was cancelling my services when in actuality I had only called to correct my services. I had to make three-four complaints to have Time Warner to stop calling me during my business hours, in the evenings and on weekends. It was borderline harassment- each time I insisted I did not cancel my services and to stop calling- again this took over 2 months to correct.Desired Settlement: My desired outcome would to be credited fully for $155.00 and Time Warner not insist that all calls are recorded for protection and tracking if, in fact, no one has access to any of the calls (as I requested my call).

Business

Response:

on 12/**/14 [redacted] apologized and issued a credit of $143.54 to offset 9 months of disputed Cinemax fees. Customer accepted.

Review: I have been over charged on my cable bill since Feb. 2014 until Nov, 2014. The bill was changed without notifying me in Feb. 2104, My services were bundled and for some reason in Feb. 2014 this was stopped and I was charged for each [redacted]Desired Settlement: Deduct over payment from my bill.Update 12/**/14:Refund or credit my account for the amount overpaid.

Business

Response:

1/*/15 I SPOKE WITH CUSTOMER TO ADDRESS HIS BILLING CONCERNS FILED WITH THE Revdex.com, I ADVISED HIM AS A COURTESY $300.00 WAS APPLIED TO HIS ACCOUNT, HE IS SATISFIED AND CONSIDERS THIS MATTER RESOLVED...

Review: We have had spotty service for a few months with no solution in sight.

We are also FORCED to use them as there isn't anything else available in the area besides slow [redacted] - which we also have.Desired Settlement: To get our money back for the service that has not been stable [9/**/2014] and to get a connection that doesn't drop for hours each day.

Business

Response:

A credit of $103.19 has been issued, at this time TWC has verified services are working well.

Time Warner Cable is a dishonest company providing over-priced and consistently poor service -- which I suppose is allowed to happen because, at least in my neighborhood in [redacted], they are literally the ONLY option for cable and internet. Of course, they exploit that unfortunate fact to the fullest extent possible.
My husband and I have been customers for six months now and still do not have functioning cable or internet, though we have been paying in full and on time since we first signed up. My main complaint, however, is that Time Warner Cable actively tries to deceive its' customers with hidden charges, misinformation and questionable practices.
A few examples from my husband's and my experience: we have been signed up and charged for services we did not request (and one which I declined over the phone only to be put on hold so the rep could sign me up anyway); fees are routinely hidden or simply not disclosed (when we finally threatened to cancel our service altogether, Time Warner offered three free months of Starz and Showtime, which we later realized was not actually free and which Time Warner refused to refund because ... well, we'd signed up for it); calls to customer service involve ridiculous amounts of time waiting on hold (sometimes for hours) and are repeatedly transferred between departments and / or customer service reps, so customers receive different information from different people during the same call without any way to verify what is correct (and, ultimately, Time Warner cannot be held accountable for anything anyone said); customers are charged for repairs due to the company's negligence (we've been told that Time Warner cannot determine the source of our ongoing issues unless we pay for a "specialized" technician to check the cable box that two other technicians have already replaced twice); every time we make an appointment with a technician, my husband and I each receive numerous calls on our cell phones -- he's received as many as eleven in one day (my record is nine), beginning as early as 5AM and continuing as late as 10:30PM -- every day for two to three days prior to the appointment (when I asked about minimizing these calls, I was told that a separate company handles appointment confirmation calls on behalf of Time Warner and that Time Warner has no control over their procedures; interestingly, we eventually learned that the sheer volume of calls might have something to do with the fact that, if you do not answer -- as my husband and I didn't at 5AM one morning -- then your appointment can be cancelled or listed as a "no show" because they could not reach you and you can therefore be held accountable by Time Warner for any future problems that could feasibly relate to that issue, so ... good to know!).
A quick [redacted] search will show that our experience is by no means unique. So please, please do your research and protect yourself as much as possible -- know your rights and know the company you are dealing with before you decide to waste any time or money on Time Warner Cable.

Signed on with TWC June *, 2015 with a $ 300. Rewards Program card coming.
Protocol is TWC issues a Redemption Code within 60 days by email which you then submit to get your Visa $ 300. card. In September I receive a request from [redacted] to return as a customer with a similar $ 300 offer and realize I had never received one from TWC.
I called repeatedly to find that I was required to submit the redemption request within 90 days. Problem: TWC never issued a redemption code until past 90 days. After too many hours of phone calls, the Redemption Center notified me everything was fine and I should receive the card. Three weeks later, no card. Call again & told they weren't sending it-- I'd have to pay the month & then they'd send it. After paying it, they refused to send it again, creating a new reason. Use [redacted] & find it's cheaper in the long run.

Review: In July of 2013 I deactivated my [redacted] account #[redacted]. (This is an account issued to [redacted] - they mispelled my name - at [redacted]. I called in multiple times at this time to verify that the account was closed and to verify that TWC received my equipment which was returned on 7/**/13. However, TWC continues to send me bills for $59.52. Each time I call in, they tell me that my account is in fact closed, that I do not owe $59.52 and that I will be receiving a refund of $15.28. But, they keep sending me bills for $59.52. I have called in 4-5 times including today. TWC claims that they have some sort of timing error which is why bills keep being generated, yet they refuse to give me a written confirmation that my account is closed and they are not refunding me the $15.28. When I ask for a written confirmation, they direct me to their website (which I am no longer able to access my account information) and they tell me that they need to move on to service other customers. This is poor service. I simply want TWC to stop sending me bills, issue written proof that my account is closed, and send me a refund of $15.48. This is not too much to ask.Desired Settlement: I simply want TWC to stop sending me bills, issue written proof that my account is closed, and send me a refund of $15.48. Please send the payment and proof of cancellation to my new address: [redacted], [redacted].

This is not too much to ask.

Business

Response:

On 7/**/13 customer advised a CSR they would return equipment on 7/**/13. Billing stopped as of 7/**/13.

9/**/13, modem received, account closed as of 7/**/13, credit balance of $40.52 will be refunded in 4 to 6 weeks.

Consumer

Response:

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

[Your Answer Here]

TWC is accurate in the below statement.

'On 7/**/13 customer advised a CSR they would return equipment on 7/**/13.'

However, they are not giving you accurate and truthful information regarding teh remainder of their below reply statement - see below.

'Billing stopped as of 7/**/13. 9/**/13, modem received, account closed as of 7/**/13, credit balance of $40.52 will be refunded in 4 to 6 weeks.'

TWC had confirmed the last week of July of 2012 that they received my modem and that they had closed my account. However, they did not stop billing me. I have proof - the bills received with due dates of 8/* ($59.52) and 9/9 ($59.52).

I have been waiting for two months since TWC received my modem and verbally told me on the phone that they had closed my account. Allowing TWC another 4 to 6 weeks to send me a refund is unacceptable.

My complaint is not resolved until I receive the refund and written confirmation on TWC stationary that my account is closed.

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

Sincerely,

Business

Response:

Hello,