Time Warner Cable's New York City Region

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: 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: I placed an order for the Internet service by phone. The agent never explained there would be a fee for installation or how much it would be, but proceeded to schedule an appointment and processed my order. I was later charged for $29.99 for installation. He also never explained there would be a phone order charge for $5.00 which was also charged later. I did not authorize these charges. The only explanation given by an agent regarding the amount they are going to charge was about my initial payment and monthly payments that follows which was about $25.

Business

Response:

CREDIT OF $29.99 ISSUED TO OFFSET DISPUTED INSTALL FEE. A

FURTHER $20.98, ONE MONTH'S SERVICE CHARGES, ISSUED AS A

COURTESY. A $5.00 CREDIT HAD ALREADY BEEN APPLIED BY A CUSTOMER SUPPORT

REPRESENTATIVE.

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 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 a serviced schedule on jun** bet 1pm&2pm. I have been waiting for cable company techinican untill 4pm. but techinican doesnt come to my house. so I call to cable company for this matter. cable company said we have no idea for my trouble. I can not keep very important outside appointment.becacause I have to stay home unless techinican come to my house.

cable company not repect to my serviced appointment. I think that was not fair.Desired Settlement: caple company have to respond canceled outside my appointment. I loosing lot of money. I have to stay home for cable company techinican come to my house. meanwhile my very important

outside appointment has been canceled automatically.

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 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: 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: Time Warner Cable (TWC), sent me (on the [redacted] of April) a letter stating that my Standard internet plan would increase from 15 Mbps to 50 Mbps, at no additional cost - provided I called them at ###-###-#### and request a new modem. I did call the number and the TWC representative kept offering me an "upgrade" when I was clear I just wanted the new modem. Eventually, he stated he would send me the modem, and, as per the letter from TWC, my speeds would increase, at no extra cost.

The modem was installed by my self, and the speeds did not increase to 50 Mbps, but, rather topped out a little over 12 Mbps. Nonetheless, this was an increase, from the previous 2 Mbps (based on the 15 Mbps plan.

I then received my monthly invoice, at $121.50 on the [redacted] of May. It should have been $64.51. The changes noted on the invoice detailed that I was now signed up for the Extreme Internet & Ultimate 300 plan. Where it offers 300 Mbps. However, again, the speed for my connect was never really over 12 Mbps.

I called TWC and it took 2 representatives to be informed that they will change the plan back to the $64.51.

During the exchange the following information was communicated to me:

- the letter I was initially sent did not pertain to the Standard plan (15 Mbps increase to 50 Mbps), but, it clearly does,.. there is even a table detailing the improvements on this letter, per plan

- my area has not been upgraded yet, however the letter clearly stated it was; "Our work to improve the service in your area is completed"

- the 2nd TWC representative placed me on hold, came back and confirmed work has indeed been done in the area

- the $121.50 price is actually a great price, for the 12 Mbps speed,.. even though the speed should have been much closer to 300 Mbps

- my area has not been upgraded yet (even though; 1. the letter stated it was and 2. the 2nd TWC rep confirmed it was),... by the SAME 2nd rep, when I challenged the speed of what I was being billed

The 2nd TWC rep has state she will ensure my plan is back to $64.51. And, as of this complaint, I am still at 12 Mbps - when according to the letter, it should be 50 Mbps (or close to it,.. not well under 50% of what is being advertised, again, at 12 Mbps).

Please note that the letter is not dated. And, I would be more than happy to e-mail you a scan of it.Desired Settlement: I would like to:

1) ensure my plan is indeed at $64.51, in accordance to the letter that was sent to me by TWC; i.e. "at no additional cost"

2) ensure my internet connection is close to the stated speed; Standard, at 50 Mbps. 12 Mbps is far too low

Business

Response:

On 5/*/14 a TWC rep noted customer is using his own WI Fi router, all TWC diagnostics appear within guidelines, customer was advised no service or signal issues were observed.

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's response did not address my concern over what my rate would be going forward. They increased the pricing, without my request, and their response to this complaint does not comment on that.

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

Sincerely,

Business

Response:

TWC will be billing $57.99 + $5.99 per mointh going forward. TWC regrets the difficulty in this matter and has issued a $34.00 credit to offset the disputed fees.

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 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: 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 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 have bought Time Warner Cable's internet service with my roommate when we moved to a new location because TWC was the only cable provider that operated on our address. We bought their Turbo Upgrade internet package which had an upload 30mpbs and download 5mps speed advertisement; however, routinely we only got 20mbps/1.5mbps speed Download/Upload. We complained but was told that this was what they could best do in our address which seemed odd.

we were willing to look over the problem of speed issue but the internet would constantly go in and out every other day for the first couple months. We called in and they told us that it was because they were doing some sort of upgrades and they would "look into the problem" specifically for our line. No particular improvements were made. We just weathered through again and just hoped for the best every time we asked a representative to look into it.

However, lately - it's been going in and out almost every hour or two - and the constant contact with the representative online/phone gets us really no where other than, we'll try to reset the modem or "we don't see an issue on our end." One of the representative said it isn't much of an "issue" if internet goes out for less than 10 minutes intermittently. To us, it doesn't make any sense and seems unacceptable that TWC would think there are no problems if it's out for less than 10 minutes occasionally all through out the day.

Our account number is [redacted]Desired Settlement: We wish for Time Warner Cable to

1) either identify and fix the problem or

2) terminate the contract without any termination fees as they failed to deliver the service that they have agreed to.

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.

The Company has responded and have acknowledged to send a technician to resolve the issue.

Sincerely,

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 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 been a loyal customer with time Warner cable for many years now. I am a disable women on a fix income. I am a little behind on my cable bill, but I always try to make payments, so my cable will not be turned off. Around the middle of July 2013, I was being informed by time Warner cable that my service will be interrupted if I didn't make a payment, I explain to a time Warner cable representative that I didn't have the large amount of payment that they was asking for, but I can make a smaller amount payment, time Warner cable agreed that I could make a smaller amount payment, but that now I would be dealing with a timer Warner cable department called the field department. I then spoke to a guy representative in the field department that told me that all I have to do is make a payment a of $31.00 and that will prevent my service from be interrupted, in till August 2013 when I'm able to make another payment, he said that's all I need was $31.00, there will be no extra fee's or chargers included, I then agreed, I made a payment of $31.00 on 7/**/13....About two weeks later I notice my billing statement was higher then it was before I payed the $31.00. I then called time Warner cable back, and ask them why was my billing statement this high, they stated to me that being that the field department had to come out and collect your payment they are charging you $31.00 plus a $25.00 and $5 for a service fee payment, I then asked to be transfer to the field department and explained to them, that no one came out and collect the payment, I payed with a debit card (proof of my debit payment) over the phone, no one came out that's a lie, then all of a sudden the Representative started telling all types of lies,becoming very rude and disrespectful to me, saying it don't matter it's to late, we still charging you these fee's, and there's noting you can do about it, and then he disconnected the phone on purpose, I then called backed numerous times to just get some answers, I was being transfer to different departments, no one in that field department would pick up there phones for me, now all I'm getting is a voice service answer machine. I called back the next day, weeks later, and still no answers.. I am asking that the Revdex.com help me because I want these fee's waived., I am very upset on how I could be lied to, and deceived, by time Warner cable payment procedures, To me, if I was to do the math, and I was going to be pay $31.00 and be charged a extra $30.00 I would of just payed $61.00 towards my time Warner bill, that would of made better sense to me, that's why to me this doesn't make sense. Ever time I calling time Warner cable to speak to a representative about my bill, my statement, this problem,or any other problem I'm having, about time Warner cable, I'm always put on hold, for more then 20min, the phone get disconnected when a representative come on etc.....I asking Revdex.com to please help me, I can't do this alone no more, all I asking for is that fee's get waived and apology. Thank You Revdex.com. My time Warner cable account number# [redacted]Desired Settlement: So customs wont be taking advantage from the business's.

Business

Response:

$64.00 GOODWILL CREDIT ISSUED IN REPLY TO CASE LODGED WITH

THE Revdex.com, AMOUNT OFFSETS LAST 6 MONTHS OF LATE FEES AND

PAYMENT FEES. THIS IS A ONE TIME

GESTURE AND NO FURTHER CREDIT IS DUE.

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 would like to say thank so much to the Revdex.com for helping me get this issue resolved, I'm satisfied with the results that I received, I also appreciate your approachability and willingness to help people that need the help against these business's.

Thank again.

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: 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 have cancelled services and returned equipment 2 months ago and am still being charged for services.Desired Settlement: I need to be cancelled of all services and equipment properly. I do not want to have to pay any bills for services not provided for two months.

Business

Response:

On 8/**/14 and 8/**/14 [redacted] left voice mail messages in reply to the Revdex.com case. A contact email was also sent. To date there has been no reply.

Review: Our internet service has been degraded/unusable for about a month. We have called time warner cable almost daily since then to get a resolution. They have failed to solve it, and continue to give our room the run around and not solve the problem. There is no [redacted] to oversee the issue, they continually transfer me to different departments and make excuses as to why the issue has failed to be resolved for over two weeks, and they continue to bill us for service. This has caused us issues due to our room housing students whose research requires internet access, and they have no easy access to other sources of internet, as well as a finance professional who requires internet access to do work after hours, severely reducing their productivity.Desired Settlement: We want our service restored as well as a full refund for the month of degraded/no internet connection for our total time warner bill, due to the amount of productivity lost in the time period.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that resolution is in progress . Please close the complaint

Sincerely,

Review: Been a TW customer for 10 years! My service has on and off been terrible. Customer service at times has kept on service regarding financial contraints. For the past 5 months I've been a victim of identity theft. TW is aware. I kept in contact with them a d they still turned off my service. (Has been shut off for 2weeks now) I called on Aug [redacted] (with a balance of $700) wanting to pay $520.00 was told I had to pay the full at in order to restore services. I do not think this is how they should treat LONG standing customers. I am a online Grad student and had to resort to diff methods to cont studying, thank God that Verizon has been understanding and has kept my service on while I've dealt with this identity theft craziness.Desired Settlement: Since my identity theft crisis is still constraining me, I want to be able to set up another payment plan. I will have the balance paid off in the next 3 weeks. If not I will discontinue being a Time Warner customer and use a diff carrier.

Business

Response:

TWC's records indicate payment has not been remitted. TWC's Collections department is presently overseeing the case.