Time Warner Cable's New York City Region

Review: On December 2013 - I called stating my bill is too high and I was referred to Retention department who asked me a few questions added turbo to my account for free and said they would lower by bill. Come Jan, my bill went to up 142.02, $7 more than before. So I called back this time someone told me that I could add home phone and lower my bill to $125, but I don't need to actually have a home phone. So I said go ahead. Then I saw no progress on credit, called back someone said I stopped the process which I clearly did not. They turned back on phone plan and have me my TWC number. I thought all as well, as I got credit in Feb for $24. Now its may and I ow 310 for Feb and March it seems, and this is not even close $125 per month rate I was promised. And apparently on March 4th, they say I added Starz and Turbo Double + which I never added.Desired Settlement: I want an in depth explanation of what happened from December to March, and what is going on with my account. I want one amount that I need to pay, not a fluctuating amount every month. I've had to call every month to fix my rate. It is almost borderline unethical what they're doing. Telling me 1 thing, and it never materializing and then next month rate going up.

Business

Response:

[redacted] spoke with [redacted]; they reviewed billing, confirming recent changes, including the core of [redacted]'s core service changing from a Double Play package at $139.99 to a Triple Play package at $119.99. [redacted] explained the reason for his billing statement of 2/*/1*'s credit balance, followed by unusually large amount owed on his billing statement of 3/*/1*:

While pro-rate credits related to [redacted]'s change to a Double Play service on 1/**/1* appeared on his 2/*/1* billing statement, somehow the application of the pro-rated charges was split off from credits and did not post until 3/*/1*. As a result, on the 3/*/1* billing statement there was a pro-rate charge for the Double Play from 1/**to 3/**/1* ($169.78), plus a regular full month's charge ($13*.99) for the Double Play.

On 3/**/1*, [redacted] changed his account's core service from a Double Play to a Triple Play. As a courtesy, [redacted] applied a $15 credit adjustment for a 1 month difference between the Double Play rate (13*.99) and the Triple Play Rate ($119.99) that [redacted] now has. [redacted] also offered to credit the account $25 for an on-time service guarantee. However, in review of the account, he found that a credit adjustment for a service guarantee had already been placed on the account on 3/**/1*, and therefore did not place an additional $25 credit on the account. The adjustment of 3/**/1* was applied toward the individual services rather than to the account as a flat $25 credit. Totaling $29.*0, this credit was slightly more than the customary service guarantee credit.

Both the $15.00 adjustment that [redacted] applied and the $29.*0 adjustment that a customer care representative applied will appear on [redacted]'s next billing statement, which is to be issued on */*/1*. When [redacted]'s billing is cleared up of all the recent changes that have been made and regular payment is established, his monthly balance due will be $1*2.17.

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 rather not push this anymore and I cannot wait to leave timewarner service myself once [redacted] service is avialable in my area.

You tried your best and it is what it is. Tons of miscommunication from TWC agents is what aggravatged this issue, and I still only go to bare minimum credit. What about a credit for months of trouble of my calling every few weeks.

Sincerely,

Review: During a conversation with an analyst over an internet connectivity/service issue - it came to light that they were putting me on their lower plan while charging me higher prices than what I've signed up for to setup our internet on October [redacted], 2013. I've ordered their Extreme Internet service alone. When I originally signed up at the end of September to our new apartment, we were told by the phone representative that we need to go to a local TWC store to activate our account. My roommate and I went in and were told to provide ID verification then would be ok to proceed.

We finally got our modem that day and proceeded to use TWC service. What we discovered on March [redacted], 2014 was that the agent at the premise have done a bait and switch - and seemed to have added a TV + Internet bundle and lowered our Internet to Turbo while charging more than the amount advertised for our Extreme Internet alone service. This Starter TV item issue was found at the end of October [redacted] billing period as well and we have gone into the store to ask what it was. The rep at the store told us that it was the most basic feature that comes to every time warner cable user, but we later learned on March [redacted], 2014 that in fact it was an OPTIONAL feature and the representative at the store performed a bait and switch to our original request of services which as just the Extreme internet.Desired Settlement: We would like to get a refund/credit for all the services we did not use (Starter TV) from October [redacted] until March [redacted] bill we have paid and would like to get the service I originally ordered and you guys have confirmed which is just the Extreme Upgraded internet!

Business

Response:

On 3/**/14 customer reviewed their services and package with a representative.

On 3/**/14 [redacted] left a follow up message, voice mail, home number.

To date there has been no reply.

Consumer

Response:

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

[Your Answer Here]

We have not received any call. Please make sure you guys have the correct number. [redacted]

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

Sincerely,

Business

Response:

4/**/14 IN CLOSURE OF Revdex.com CASE, [redacted] CREDITED $96.50 FOR STARTER TV THAT ROOMMATE [redacted] SAYS THEY DIDNT HAVE AND SAYS THEY WERE MISLED ON. SAYS THEY WANTED EXTREME INTERNET, NOT STARTER TV & TURBO. CREDITS WERE 16.85/MONTH FOR OCT '13- FEB '14& PARTIAL MONTH MARCH '14. BOB LEFT A FINAL MESSAGE ADVISING CUST. NO REPLY TO DATE.

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: 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: I had been a customer who had internet and 2 cable boxes. My bill kept going up and I kept being told my "promotion ran out". Since it was becoming unaffordable I went into the TW store to reduce my service (1 less cable box) in order to save money. I was told I would be saving money, which seemed obvious since I was receiving 1/3 less service.

However my next bill was about $70 more than past months even thought I was receiving less service. When I went online to see my statement I saw that they were charging me for phone and a premiere channel for which I never asked. I used the available online chat and the woman removed phone and premium channel from my account but could not tell me why my bill was still $30 higher than it had been when I was receiving less service. Especially because I was explicitly told my bill would be lower. She told me She "couldn't handle it on her end" and I had to call [redacted] and they'd help me. She promised she'd leave a note on my account so I would not have to explain it again since I'd already wasted an hour of my time.

The next day I checked my bill to see if the refund was processed and my bill was about $360. Clearly they had put in the next months bill as week, but the statement was still unavailable and there was no activity in "recent activity" so I could not see what I was being charged for.

I called as directed to try to straighten out. I was told that there was no record of my conversation from the day before and they could see I had recently purchased and then cancelled phone service (I did not purchase. Just had to cancel what I never purchased). I asked this person why I was being charged more for less service and she said we'd go through line by line and figure it out. She informed me I had subscribed to "ultimate" internet (I did not) and maybe if I got rid of that it would lower my bill some. I said I wanted to get rid of it. She said she "couldn't handle that on her end" but she'd transfer me. After a few minutes on hold she said they were closed but they would call me back tomorrow,

I have now spent a combined hour and a half communicating with customer service, have no explanation as to what I am actually being charged for, am still paying more this month for less service than I was last month, have been told twice but the "customer service " reps that they "can't handle it on their end", and still have no idea or apology that I was subscribed to and being charged for things I NEVER requested.

This is a shameful way to do businessDesired Settlement: Refund my past charges, and adjust my monthly bill so it properly reflects what I'm receiving. They are advertising an $89.99 per month price for cable and internet on TV and their website, while they are charging me $187 per month for those exact services.

Business

Response:

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

Consumer

Response:

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

Dear [redacted],

Since my initial complaint (below), I have spent several hours via phone and online chat trying to work this out. After being told by several customer service reps they "could not handle it on their end" I finally reached someone in "Customer Solutions" who told me she could offer me $104 per month for phone and internet, and I agreed. However, she said II need a PIN number which I did not have on me in order to make the change. She said to call back, and she would put a note on my account which package I wanted. When I called back with the proper information, I spoke to a man who said he did not see a note or a $104 package, and the best he could offer me was a $150 package plus the equipment. Obviously, I was angry, and he said he would have the person I had spoken to before ([redacted]) call me back. She did not. The next day I chatted with a man ([redacted]) who said he could offer me $120 total per month. This is not what I wanted, but after 2 months of nonsense, I just wanted it worked out, and I accepted. I requested that it be applied retroactively, since I did not want to be charged for the services I never asked for/used for the two months during which I spent so much time trying to work this out. He agreed, and said my monthly bill would be $120 per month and the promotion would be applied for September 2014-September 2015, and my past bill would be adjusted. A week or so later, I logged on to pay, as my bill was due, and it had still not been adjusted. Also, they had scheduled a home appointment for which I was never made aware. I spoke with another person over chat so that I could cancel this appointment for that very day which I never scheduled, who assured me that they would cancel the appointment and make sure my bill was adjusted before it was due in a few days. 2 hours later, I got a call from Time Warner scolding me for not being at my apartment when they arrived for the appointment, and my bill was not adjusted. I chatted with another person, who said I should just pay the $120 per month (so total of $240) and my next bill would be readjusted, and all credits would be taken care of the next month. I requested a transcript of this chat and have it in writing. I paid $240 for September and October, and last week received an emailed bill for $283.21, which includes $85.45 from a past balance and $197.76 for November. I called again, and spoke to a woman named [redacted]. She said that I would be credited NEXT month, and the charges just hadn't worked themselves out yet, which in itself is ridiculous as I was assured they would be, and I have a hard time believing it's true that next month they will be correct. Also upsetting, she said that the package I'm signed up for is actually $129.99 per month, plus the equipment and so my monthly bill will be about $165 per month. This package includes "Ulitimate Internet" and two premium channels, which is why a home visit it needed. So that they can UPGRADE my equipment. Again, this is NOT what I had been told. I have in writing that my bill would be $120 per month, and I specifically asked to DOWNGRADE my services in order to save on costs. She said there was nothing she could do for me in terms of downgrading since she was seeing the same promotion and no other choices, but she would call me back the next day when convenient for me with customer solutions so they could help me. I told her I was off the next day, so it could be convenient if she called me at noon. Also, the next day, I returned the call of [redacted] who had called me in reference to this complaint. I explained the entire story to her and received no apology. She said all she could do was contact someone to see if they could lower my monthly bill and she would call me back. I told her that customer solutions was supposed to call me back but since I had yet to receive help from them in two months, that yes, I would like her to see what she could do, and to please call me back. Now, on Tuesday, I have yet to hear from EITHER [redacted] or [redacted] My bill is due on the [redacted] and I want to get this worked out. My complaint is very much still open, and I am even more upset than I was when I first made it. It should absolutely not be acceptable to conduct business in this manner.

Oringinal complaint below:

I had been a customer who had internet and 2 cable boxes. My bill kept going up and I kept being told my "promotion ran out". Since it was becoming unaffordable I went into the TW store to reduce my service (1 less cable box) in order to save money. I was told I would be saving money, which seemed obvious since I was receiving 1/3 less service. However my next bill was about $70 more than past months even thought I was receiving less service. When I went online to see my statement I saw that they were charging me for phone and a premiere channel for which I never asked. I used the available online chat and the woman removed phone and premium channel from my account but could not tell me why my bill was still $30 higher than it had been when I was receiving less service. Especially because I was explicitly told my bill would be lower. She told me She "couldn't handle it on her end" and I had to call [redacted] and they'd help me. She promised she'd leave a note on my account so I would not have to explain it again since I'd already wasted an hour of my time. The next day I checked my bill to see if the refund was processed and my bill was about $360. Clearly they had put in the next months bill as week, but the statement was still unavailable and there was no activity in "recent activity" so I could not see what I was being charged for. I called as directed to try to straighten out. I was told that there was no record of my conversation from the day before and they could see I had recently purchased and then cancelled phone service (I did not purchase. Just had to cancel what I never purchased). I asked this person why I was being charged more for less service and she said we'd go through line by line and figure it out. She informed me I had subscribed to "ultimate" internet (I did not) and maybe if I got rid of that it would lower my bill some. I said I wanted to get rid of it. She said she "couldn't handle that on her end" but she'd transfer me. After a few minutes on hold she said they were closed but they would call me back tomorrow, I have now spent a combined hour and a half communicating with customer service, have no explanation as to what I am actually being charged for, am still paying more this month for less service than I was last month, have been told twice but the "customer service " reps that they "can't handle it on their end", and still have no idea or apology that I was subscribed to and being charged for things I NEVER requested. This is a shameful way to do business

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

Sincerely,

Business

Response:

As off 11/**/14 customer's rates have been lowered. They will see the discounted rates on their next billing statement of 12/*/14.

Consumer

Response:

After two months of back and forth, and many unhelpful customer service reps, I was finally able to get some help from [redacted] in the complaints department after she called me after I made a complaint with you. I very much appreciate your help, as I honestly don't believe I would have had any help had you not been involved. Thank you.

Sincerely,

Review: TIME WARNER SENT A TOTALLY INEPT REPAIR PERSON HERE WHO NOT ONLY DIDN'T KNOW WHAT HE WAS DOING AND GAVE ME EQUIPMENT THAT WAS INCOMPATIBLE WITH MY OWN EQUIPMENT BUT...WITHOUT MY PERMISSION OR SHOWING ME WHAT HE WAS ABOUT TO DO, HE SCREWED A POINTED WOOD SCREW THAT WAS TOO FAT FOR THE HOLE, INTO MY TV AND BROKE IT. I HAVE ASKED TIME WARNER TO REPLACE THE TV AND THEY HAVE BEEN IGNORING ME.Desired Settlement: REPLACE TV. YOU BROKE IT...YOU PAY FOR IT.

Business

Response:

A TWC foreman has visited [redacted] to assess the damage claim and has submitted her information to TWC's insurance carrier for follow up.

Consumer

Response:

I am not rejecting their visit or putting in a claim but this can't be resolved, until it is resolved..and putting in a claim is not a final resolution.I would like to see what the insurance company intends to do.Thank you.

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]

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

Sincerely,

Business

Response:

6/**/15 I called and left a message for [redacted] requesting follow up to confirm she received settlement check anddiscuss any ongoing/unresolved issues with regard to her claim. As soon as I amable to get in contact with her and discuss the details I’ll follow up again toadvise further. Thanks! [redacted]

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 started cable service on the [redacted] Dec 2013 and day later my service failed no cable and no high speed internet , After several calls on the [redacted] of Dec 2013a tech came and replaced the refurbished faulty box's and I got service of cable , phone and internet back for next 9 days when the box's failed again , after days of complains again TWC send a tech again on [redacted] of dec and he replaces the faulty refurbished equipment and I got service back ' Be advised I was out of service for days ".

I was out of cable and internet service for 2 weeks and lost hours of work rushing back home for tech to come and repair in there own hours of work , now my main issue is Twc cable technician was no show twice on there appointment which according to them I will get credit of 25 dollars for each no show visit and waste of customer time , which TWC refused to apply to my bill and during these issues I checked my credit report and saw a hard inquiry posted on my credit report as I am applying for a loan from TWC ( WHICH I NEVER AUTHORIZED )

I have lost hours from work and not to mention hours spend on phone trying to contact them , I have wrote many emails to TWC management , No one replied back .

I am frustrated , angry and disappointed how can I , as a tax payer , consumer and a citizen be treated like this in great NYC by business like this .Desired Settlement: I would like a public apology and refund of my money , time for days I was without service . And legal explanation of running unauthorized hard inquiry transaction on my credit report instead of soft inquiry which does not bring consumer credit score down .

Business

Response:

Customer arranged for repairs, 1/*/14, was not home at the time of the technician's arrival.

Review: The problem started with my internet not working properly. I called to have someone walk me through the problem and they couldn't help over the phone. The gave me a case number #[redacted] and said someone would call me, no one called. So I called back again with the same issue the next day. Tech Support informed me it was a router issue and to contact them and gave me another case number #[redacted]. I was told to change the channel on the router to 11-** with my netgear. That also did not work so I called time warner again with the same issue, my download speed is at a 3 and should be at least 15. I was given yet another case # [redacted] and told a tech support agent would come Saturday from 1-2. While he was here on Saturday he told me he did not have the equipment to fix the issue and set up an appt for that Monday for someone else to come back, case # [redacted]. Monday I was home all day... No one called, knocked on my door or tried to get into my building to gain roof access to fix the issue. So I called around 4pm to see if someone had shown up. I was told by customer service a tech support guy had come and the issue was indeed resolved. It was not and I'm not even sure if a tech guy was here... no note, and again no knock on my door to test to see if the issue was resolved. I became very upset at this point and asked to speak to a supervisor. I was told I would get a call back from a supervisor in 10 mins... I waited all night and never got a call, case #[redacted]. Making matters worse my internet went out completely that night until today when another tech was called to come in and again fix the problem, case #[redacted]. While the tech was here today replacing another wire he broke a window. I called customer service to document what had happen and the tech support guy gets on his phone right in front of me, in my apt, and starts to complain about me to someone on his phone!!!!! It is the dead of winter, I have a broken window and I was told 3-5 business days someone will call me!! I am incredibly disappointed with the service I have received for the last week. On top of that I now have to sit in my apt with a broken window for 3-5 business for someone just to call me?! And not to mention the tech disrespecting me in my own home for an issue he caused.Desired Settlement: I would hope the business would come fix the window and my internet!!!! And some form of apology for what how I have been treated.

Business

Response:

A foreman call is being arranged to follow up on the damage claim.

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 receive a call from [redacted] in the claims department that he was going to set up an appt with a contractor to come fix the broken window. He assured me that I was going to get a direct call from the contractors within a few days... That was a week ago!!! My complaint with time warner goes beyond this broken window. I have been told over and over again I will get a cal back from a supervisor numerous times, from the claims dept, from the contractor and each time I hear nothing. I have had to follow up on this every step of the way!!! I've had to call time warner customer service over 12 times this past month!!!! This is outrageous customer care!!!! So no, this is not resolved with just fixing the damaged window! I have been treated horribly.

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

Sincerely,

Business

Response:

Claim has been processed and resolved as of 1/**/14.

Review: I cancelled my service in January and because I had already paid my bill I was due a refund. Its a nominal amount however, 4 months later I have not received the refund. I have spoken to 5 different Time Warner employees and have been told the same thing; to wait additional time to receive the check. Today I contacted TWC again and was told the check was generated on 2/* and that I should have received it by now. Then they proceeded to tell me that they would open a ticket and that someone would contact me in 10 business days which can take up to 3 weeks at this point for someone to even contact me. I assume that once someone has contacted me it will take another several months to receive the refund. It seems like to me that this is part of their protocol so that former customers do not receive refunds as I assume that they are more insignificant amounts and most people would just cut their losses and forget about the refund altogether. This is completely unacceptable for a business in NYC to conduct business in this manner. They already have a monopoly in most areas in NYC and then for them to treat their customers or former customers like this is extremely disappointing.Desired Settlement: I would like my refund ASAP

Business

Response:

On 4/**/14 a message was left noting refund will be received within 10 business days.

Review: I was a loyal customer of [redacted] for almost 6 years but I decided to switch to Time Warner Cable services. I ordered a bundle package which included cable, internet and phone services. I was given an appointment for installation on 6/**/14 at 2PM. I wanted my daughter to be around when the technician arrived so that she can ask him any additional questions if necessary. The Technician ended up arriving an hour and half earlier than the scheduled time as such my daughter was not around. While he was installing my cable box and fidgeting with my laptop, I noticed that he was struggling to remove a plug from my laptop. I wasn't even sure what or where the plug was. But the next thing I know he pulled out a pair of tool plyiers and yanked the cord from my laptop. I asked him why he had to use plyers and he just brushed it off as if it was nothing. An hour later when my daughter arrived to access the internet and other services installed, she was not able to insert the laptop's battery charger into the laptop. When we both examined the laptop closely, we noticed a broken piece inside the laptop hole, preventing us from using the battery charger. I immediately knew that the Time Warner technician was responsible for this because of the way he yanked a the cord out using plyers. I called time warmer cable immediately to report the situation to them. It took 20 minutes wait time before I was able to speak to an associate and then another 20 minutes for me speak to a [redacted]. She took my information and said she would be filing a claims report and that it will take 2 - 3 business days for the claim to be processed and that they would be sending a technician out to access the damage done. It has been 2 weeks & several calls from me and nothing has been done to rectify the problem. What's most upsetting is that I can't use my laptop because it needs to be charged and I can't charge my laptop because the technician damaged it. The customer service has been AWFUL!! No follow up calls.Desired Settlement: The laptop was a gift from my daughter and its only a year old. It was in perfect condition. I would like my laptop replaced and I should be credited for the internet services since I have not been able to use the service due to the damage done by Time Warner Cable technician

Business

Response:

Laptop has been returned, customer is happy.

Review: I have three cable boxes in my home two cable boxes are High Definition cable boxes and one is a standard cable box and Time Warner Cable continues to charge me an additional eleven dollars a month for a fourth cable box when I called them about the billing error they refused to correct it.Desired Settlement: I would like for Time Warner Cable to fix the error and remove the eleven dollars that they continue to charge.

Business

Response:

Account billing for converters reviewed, and number of converters for which account is being billed is confirmed as three - not four – as thought by [redacted]. Resolution e-mail has been sent to [redacted].

Review: I have been without Internet and Cable since July *, 2014. I called TWC July [redacted] for a technician and they gave me an appointment for July [redacted] between 10 am and 12pm and they never came. I called them and they said they had no appointment for me registered in their computer. They gave me another appointment for Tuesday, July ** between 4pm and 5pm. 4:20pm I called twc the Spanish option to find out at what time they were coming and was told they were on their way. Around 5:15pm I called again this time the English option and was told by Rep Id [redacted] that the technician ring the bell and got no answer and left. I asked to speak with a supervisor rep Id [redacted] and complaint about their irresponsibility and lack of care that they lied and did not come to my house and did not honored my appointment. Almost two weeks without service they didn't give me the respect I deserved as a customer.Desired Settlement: I want my service restore and my appointment honored for date and time. And credit for time without service.

Business

Response:

Service was repaired 7/**/14. $18.62 in credit was issued for loss of service. An additional $79.99 (one full month) credit was issued for customer's inconvenience and loss of service.

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: I had made payment arrangements with the listed company to first pay at least $260 of $686.45 and would continue to pay at least $120 or more every two weeks at best, or a little over a week. this was on august **. because of a current heatlh problem and other issues. When I went to the payment center, I had noticed the balance had increase by $200 after I was able to make the payment on sept *. I received no prior notice after agreeing to a suitable payment plan with retored service based on the $686.45 balance. I asked the rep if the serive will still be restored and this person said yes.When I returned home, the service was still disconnected. I called with my prepaid phone 22 minutes remained and I was on old for almost 15 minutes. the remainder time was spent wait for the phone rep to oly tell me it wasn't posible to restore the service with my phone running out of minutes in the process. I felt I was mislead and of course incovenced because of my current situation.Desired Settlement: I would like my service to be restored from today sept * at least until sunday sept * if I have to pay at least $245 current. I will may a payment today and one on friday and I will be continue to adjust my payment plan accordingly and as soon as possible, to keep my ballance in good standing.

Business

Response:

Customer remitted payment and as of 9/*/14 all services are working well. Account is now current.

Review: Time Warner has failed to honor adequate services and failed to honor an agreement. First case is that I am paying for the phone, cable and internet. None of my services work properly and I have to continually call to have something fixed. I came to Time Warner in June and have had failed services to date. Also, I brought my phone number over and just found out today that I have a new number and was told to call myself to find out what my number is. For two months I have had no phone services, I have had a technician out several time for all three services and I was also promised a 300.00 gift card that they refuse to honor. I was told to keep my account current and I did. I was also told that I would not receive my first bill until July. I received my bill in June and called because I didn't have the money at the time it was due and was told not to worry, I was still entitled to my gift card. I had a death in my family which took me across country for a week. upon my return, I paid the bill in full. The next month I paid the bill in full and was told that I couldn't have my gift card because my payment was late and a death in the family doesn't count for grace. One representative was looking to resolve the issue in my favor ([redacted]) and she requested the phone conversation where I was told not to worry and if so, I would be given my card and no one called back to resolve the case.Desired Settlement: I would like Time Warner to give me my complimentary gift card and to provide me with quality cable, phone and internet services that I am paying and entitled to. I would like a credit on my account for all the outages I have been having. I was told that I could have 20.00 discount, however, I believe I deserve more than a 20.00 credit since I am paying 250.00 monthly

Business

Response:

TWC has declined the request as customer did not keep account current and paid up to date for the first 90 days of service. By failing to honor the terms of the offer customer is ineligible. TWC cannot honor offer as a result.

Review: I was very excited to purchase your service, but my experience has turned out very poorly. I'm writing to express my dissatisfaction with your inability to give us telephone service, in hopes you can help remedy the situation.

We have had TWC bundled internet, cable, and telephone service for about a year. During that time, we had some intermittent service interruptions, but complaining would only provide a temporary fix. During that time, there was a consistent slow speed to our signal which resulted in "pixellated" video, video that was downgraded to "Low-definition" instead of HD on a regular basis, and phone calls that would "cut out" without warning. However, we put up with it .

*From October ** through November *, we had no cable, telephone, or internet service. We had to argue considerably with TWC in order to get any kind of compensation for the lack of service. They finally agreed to $7.76 (spoke to "[redacted]"-ID [redacted]) a day for this period of time.

The scheduling of a technician was scheduled for 5 days from the day that w called.

From October ** through today, November *, we have had no telephone service. We have had to argue considerably with TWC in order to get any kind of compensation for the lack of phone service. They finally agreed to $4.41 a day for this period of time. (Apparently, this is not written into our "account records", because each customer service person we speak to does not "see" it in our file. It is only mentioned once we bring it up, and then they "see" it, miraculously)

We have been on the telephone with customer service almost every single day , sometimes twice a day, to try and get this resolved. The customer service rep repeatedly did not know what was going on with the account. A technicion did come to our building on November *, and told us that "he was sending someone out the very next day" to access the roof and "fix" the "real" problem, which he could not repair, which is that "the signal is not strong enough to supply us with cable, internet, AND telephone" .

There has been no technician sent, to this day, and TWC continues to be confused about what needs to be done. When asked directly "when will you fix our phone" the answer is another apology, but with no new scheduling of a technician.

These phone calls, take an hour out of ones' busy day, often more.

The service has not meet our expectations and the expectations the company set when advertising the product.

The ideal ideal outcome would be for TWC to credit us for this entire month of "non service" which we think is appropriate, as we are paying for the entire package, not just SOME of the package. Its not acceptable to have no telephone, and to be credited for a few dollars a day, this does nothing to fix the problem

Thank you.Desired Settlement: A refund for service not provided from the end of October, until now, and an apology for time wasted.

Business

Response:

On 11/**/14 a TWC service technician made repairs. [redacted] left a voice mail message in follow up.

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.

Review: For one month we were without internet and phone service. Three technicians were sent to "trouble shoot" the problem and were unable to solve or find the problem. The fourth technician (this was in week four of no internet or phone) proceeded to tell us he would have to get in contact with the company to send a "bucket" truck as it appeared the problem could possibly be the outside lines. Several days later we were able to access the internet and use the phone, but it still crashes. Now the problem has compounded itself because the picture on the tv is defragmenting as well as the sound. I have tried speaking with the company to find out if the outside lines are going to be repaired. I also was billed for the "triple play" for the month with no discount because of the lack of service. I signed up for the triple play at $99 per month and now am paying close to $200 per month with increased problems and aggravation plus loss of wages for two of the days the technicians came to the house. (The 3rd I was able to schedule for the weekend). I really believe Time Warner equipment and outside lines need to be updated.Desired Settlement: Credit for the one month I had no internet or phone.

Business

Response:

On 11/**/13 [redacted] verified services were restored on 11/* and were working well.

Consumer

Response:

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

Sincerely,

Review: On April *, 2014 I cancelled my service at my previous service address when I moved and returned my equipment on the same day. When I returned my equipment I was told I was going to receive a refund of $98 for services I had prepaid for during my last billing period. I started new account at my new address and when I had to call multiple times for support issues ranging from failure of an installation technician to show up when [redacted] was supposed to to malfunctioning equipment the automated system told me I had two service addresses on file. I called Time Warner Cable twice to confirm that my service had been cancelled at my old address and that I indeed would receive a refund for $98. They confirmed both times that my service had been cancelled and that I would be receiving my refund. Today (4/**/2014) I was charged an additional $160.14 for service to my old address. I called customer service and was told that I didn't cancel auto pay on the account I closed, and therefore, I got charged for the service because they had not closed out the account yet. I was told I will receive a refund but the representative refused to send me a confirmation of the refund and the amount I will get refunded. Given the past history of misleading representations, and the failure to refund the original amount due, I do not feel I will receive this refund. I have made over ten phone calls to customer service and made several visits to their [redacted] location related to billing issues and service issues and am completely disgusted with the level of care or responsiveness that I have received from Time Warner Cable. Really shows the lack of regard that they have for their customers.Desired Settlement: I would like Time Warner Cable to immediately refund my checking account for amounts they owed me when I cancelled my service and for the amount that they erroneously charged me after I had cancelled my service. I would also like Time Warner Cable to cease any additional charges related to the service I cancelled two weeks ago.

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 am paying for a service that is frequently not working and partial of the service has never worked. I have been denied customer service on a couple occasions via phone support because there is "nothing that can be done"

They have tried to cancel appointments and still the hardware that was installed years ago is the wrong device that I am paying for. The wrong device was delivered when the original tech delivered the wrong hardware. No effort was made to correct this.

My phone service is suppose to have voice mail, which I pay for, and the representives cannot figure out how to get it working.

My Internet is down more than 20 hours a month, currently having to submit this claim via my cell phone because the service is down. The customer care team has denied my calls saying a representitive will be on site in 2 days.

After, I receive a voicemail informing me that on site tech will not be visiting to fix the problem. Thus the problem continues.

Time Warner cable has promised a reimbursement but they have never kept their promise. I have never received anything from their team yet each time I call they promise to refund me for hours when my service is offline.

I would change services, unfortunately my building in manhattan is only wired for time warner. This is not fair that I am forced to pay for service that I am not recieving. At this point, moving is considered an option because this service is atrocious.Desired Settlement: A refund for past negligence of service would be accepted, however I just need this service to work consistently. If I can only be on time warner and the current service that is provided is not functional, I would like to hear if business solutions are available that will be more reliable. I do not want to pay more money for business solutions but I would like to receive what I am paying for.

What is your solution to provide me with uninterrupted service for a full month, each month? Please have someone with the ability to make decisions contact me because the customer service representatives are unable to help me and the call waiting is absurd.

Business

Response:

On 4/**/14 [redacted] spoke with customer and arranged a repair call for 4/**/14. On 4/**/14 the tech verified the call was regarding voice mail which was not being provided to the customer.

Consumer

Response:

When the technician arrived for the service she proceeded to take a ten minute personal phone call while at my residence. The level of service provided by Time Warner Cable is very bad.

However, I can report that the service is 100% functioning. But I have been paying for a service for 3 years that I have not received, nor have I received reimbursement for. I am outraged that Time Warner Cable still has not offered to pay me back for the service not working.

Sincerely,

Review: TWC cuts off my internet connection whenever I watch more than one movie. I'm forced to reset their modem to reconnect my service.

I've spent over an hour on chat support trying to get this resolved and nothing gets done. Last I heard from them I needed a new modem but they refused to replace THEIR defective modem unless I paid the shipping fee or wasted time going to their store.

This modem belongs to TWC and is preventing them from effectively delivering the overpriced service I'm paying for. It is THEIR responsibility to ensure that I have a functioning modem so they can successfully prove their service.Desired Settlement: TWC needs to send a new modem free of charge, or send someone to my apartment at my convenience to replace it.

Business

Response:

On 6/**/14 a representative apologized, issued partial credits for the reported propblems and offered future assistance, if needed.

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:

Did they read my complaint?? They need to send a new modem immediately to replace their defective one. Until they send this to me, they are not providing the service I'm paying for.

Business

Response:

Customer has confirmed that he has received the new modem (as requested) and will be sending back the old modem. A $94.68 credit was applied to his account as a gesture of goodwill.

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,