Time Warner Cable's New York City Region

Review: - moved to new apartment and was told they would provide new equipment. - technician arrived without equipment and forced to use old equipment while paying for updated equipment. - was offered free hbo, showtime and dvr one year.- bill only showed it was offered for three months, after countless phone calls it was offered for one year as originally promised.- made new appointment for a technician to come back to finish the job correctly with the right equipment.- technician installed new dvr cable box.- new dvr cable box was not working correctly. channels were missing and showtime was not turned on as promised. on demand feature did not work.after countless calls and hours on the phone with customer service. in the span of four months time. issues with time warner cable have not been resolved. we have been paying for services that we did not receive.Customer service scheduled an appointment with me for next day priority service at a time that was convenient for me. I called to see if appointment was still on, only to find out that appointment was scheduled without my knowledge for a week later at an inconvenient time.Desired Settlement: I would like to have proper equipment and services installed.I would also like to be credited for the four months that service was not working properly.

Business

Response:

[redacted] has opted to terminate her account and has already returned her equipment.

Review: I called Time Warner Cable to switch my cable service from [redacted] in January 2014 when a Samsung Galaxy tablet promo was in effect. They installed my service in February 2014 because there was no tech support availability sooner. At that time the qualifications were: switch from you current provider, get the highest package TWC offers and have you account in good standing for 90 days. All these conditions were met on my end. I called multiple times ( March, May, June) to request feedback about my reward. The response was always the same: claim department was contacted and the instructions to how to register for my reward were to be sent. While there were all kind of promotion packages and advertising materials sent to my house or email, I never received one word either via email or mail about how to get my reward..

Today I called for a service issue and (3 months from my last inquiry) asked about the promotion I haven't received. The response (from a supervisor) was that I do not qualify for it anymore and even though they apologize for the inconvenience and for the fact I haven't received the instructions they wouldn't be able to match that request.

I am very very upset, I chose the most expensive package, paid more than $150.00 per month in services and switched my [redacted] service for one reason only and that was to get the tablet.Desired Settlement: I want Time Warner to respect their end of the agreement and provide me with the Samsung Galaxy tablet I was promised and the terms the contract was agreed upon.

I will settle for any other tablet at this point as long as it is a tablet.

Business

Response:

TWC is investigating, an update will follow.

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]

There is no response coming back from the company, therefor I am compelled to reject it

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I do not accept their explanation because there was no missed cutoff. The condition was to have the account in good standing for 60 days. Two times I called after that they said the complain was escalated and I will receive an e-mail with details which was never sent by TWC. The recorded conversations should reveal that.

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

Sincerely,

Business

Response:

TWC's records indicate customer missed eligibility cutoff date. However, as a gesture of goodwill TWC will consider issuing a credit of $150.00 to the customer's cable account. The offer is open for 30 days and is offered as a courtesy settlement. TWC requests customer advise Revdex.com if their decision.

Review: Time Warner offers a package on their website that is an out right lie. They offer 129.99 for three services including cable tv, phone internet. In order to get that price you must upgrade internet for $ 20 per month which means the actual price is 149.99 and not 129.99. It is actually impossible for anyone to get that price. And the lower package of 109.99, which is actually what I pay but without any of the added features, is amazingly not available in my area.so I am paying the same price as someone who lives elsewhere but gets many more features!Desired Settlement: I want the 109.99 [redacted] with the added features or the 129.99 package for 129.99 as advertised.

Business

Response:

11/**/14 SPOKE WITH CUSTOMER TO ADDRESS HER CONCERNS FILED WITH THE Revdex.com SHE WAS ADVISED THATR THE PROMOS ON LINE ARE EXCLUSIVELY FOR ONLINE, SHE WAS FURTHER ADVISED THAT SHE CAN APPLY FOR THE PROMOS ONLINE, TWC CONSIDERS THIS MATTER RESOLVED...[redacted]./[redacted]

Consumer

Response:

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

[Your Answer Here]

I applied on line and was told that those promos are not available in my area despite being told by time Warner that promos are for all areas.

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

Sincerely,

Business

Response:

Restrictions do apply, as noted in all TWC advertising. If customer applies online, properly, and meets all criteria, they will be eligible for promotions. However, if customer calls in the same offers may not be available. The restrictions are the result of different internal areas which process the promotions.

Review: On August [redacted], 2013, I called TWC to cancel my service effective August [redacted], 2013 due to a move. The first gentlemen I spoke with informed me that he would cancel the service on the date requested, and that he could send someone to my former apartment to pick up the equipment and would transfer me to that department. The woman I was transferred to informed me that they do not send anyone out to pick up the equipment; however she could email me a shipping label so I could ship the equipment back to them, and would transfer me to that department. I had absolutely no issue with that whatsoever. The next woman I was transferred to informed me that not only can they not email me a shipping label, they could not send someone to pick up my equipment and I would have to drive to one of their facilities to physically drop the equipment off myself. I was told three different things in about 30 minutes of being on hold and transferred. In September, I received a bill from TWC which I thought was my final bill; however I just realized that it was for service through 10/**, since I just got a NEW bill for service through 11/**/2013. I have attempted to drive to TWC twice to drop off my equipment, and have been met with rude customer service representatives and 1.5+ hour wait times, just to drop off equipment. TWC made it extremely easy for me to get their service and is making it completely impossible for me to cancel. At this point, I would need to take off of work and lose pay just to return equipment and find out why im still being billed for a service I haven't used since 8/**/13.Desired Settlement: I am looking for a refund for the money I already paid towards service I cancelled for 8/**/2013; the New bill voided for service through 11/**; and I want to SHIP my equipment back to TWC with no charge incurred.

Business

Response:

10/**/13 [redacted] SPOKE WITH CUUSTOMER IN FOLLOW UP AND ADVISED HER SHE COULD MAIL THE EQUIPMENT BACK. [redacted] SENT FEDEX POSTAGE (TRKG #[redacted]) TO COVER THE COSTS.

Review: On June [redacted] 2013 I mistakenly made a payment online to time warner rather than [redacted] to my old account number [redacted]. I contacted Time Warner multiple times and was told because my account was over a year old, that even though they had cashed my check, they could not look it up via the phone. I had to go into a Time Warner physical location. I did so and was told that nothing could be done and I was mistakenly sent over there. I could try sending a letter to Woodside, NY.Desired Settlement: I want my $123.31 returned to me. I was then told that accounts receivable would call me back to return my money. My confirmation number was [redacted]. I heard nothing.

Business

Response:

As of 10/**/13 refund check will be mailed to [redacted] to, [redacted], [redacted] in the amt of $123.31. Customer’s payment was processed and sent to our exception acct for New York which is where most misapplied or payments with no valid acct information go. Customer should receive within 5/7 business days .

Review: Time Warner Cable is refusing to honor the price of the agreement we made, and charging me an additional $30 per month for my service.Desired Settlement: I demand to pay the price that was agreed upon.

Business

Response:

On 5/**/14 a CSR apologized, offered Extreme Internet at $54.99 per month based on customer's concerns. Customer agreed and change in rates was back-dated to 3/**/14 as a further gesture of of goodwill.

Review: I contacted TWC for service. The service included a free Roku box. The sales rep explained that the technician would set up everything including the Roku box. After my conversation with the sales rep I was under the impression that I would have a regular cable box plus the Roku box. When the technician arrived to set up he didn't have a Roku box. He said the Roku box would be mailed to me at a later date. He also explained that I wouldn't have any cable TV until I received the Roku box. He also told me that TWC would charge me a rental fee for the Roku box after a certain amount of time. I was mislead by the sales rep. I told the technician that I didn't want to go ahead with the installation.

A few weeks later I receive a bill for service and installation. I call up to find out why I have a bill. The customer service rep says it's a mistake but I still have to pay for installation. I told him the cable was never actually installed because the technician didn't bring a cable box or a Roku box.

I was mislead by the sales rep. He said the Roku box was free and that the technician would install it the same day. They shouldn't be billing me for the installation.Desired Settlement: I should not be billed for anything because I was mislead by the sales rep and never actually have the cable installed.

Business

Response:

TWC apologizes and has issued a credit of $92.86 to reverse all remaining charges.

Consumer

Response:

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

Sincerely,

Review: Since the already late installation on April [redacted] we have had numerous issues. Beginning with I had all lines forwarded to my cell to ease transition but they turned it off with out my consent as of Tuesday. The telephone lines were not fully installed we had to call a rep to talk us through what was not plugged in. Then when testing our lines we found three out of four lines were working and they were not rolling over. Tuesday we found that all the lines were not in working order. Tues-Thurs we spent most of our time attempting multiple calls to trouble shoot how to get phone calls. Now today the tech finally came out here restored one line and knocked out all the rest along with our call roll over and voice-mail and our main number on all our business sites, windows paperwork is no longer working. We spoke with a rep Paul Employee No. [redacted] who said no one can assist us until Monday because this is not an emergency and no one is available. To us this constitutes an emergency, we cannot run run our business until this is resolved!Desired Settlement: Finish the job or refund the whole month and installation fees because you have not installed anything to working order. Our business is losing money and clients PER DAY!!!

Business

Response:

On 4/**/14 a CSR verified the services had been restored and were working well.

Consumer

Response:

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

[Services ARE NOT RESTORED!]

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

Sincerely,

Consumer

Response:

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

[We have had technician visits at least four-five times a month with NO resolution. Please be advised this is not acceptable. The last TWC Technician said it is solely a TWC issue and the signal is not getting to us properly from TWC. We have been assured numerous times that our case will be expedited but we keep having representatives close out our complaints. Proper service has NOT lasted one week since we relocated to our new address.]

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

Sincerely,

Business

Response:

Party remains in touch with TWC's Business Class unit. credits of $124.15 have been issued for the recent loss of service.

Review: Internet service consitently slower than what I am paying for. It consistently slows down at night (probably because they have overloaded the network). They offer no remedy other than to send a repairman over. Have done this mulitple time over 4 years with no improvement. They have admitted to me over the phone that the "internet service is poor in my area." Again, there is no remedy. They have also sent 3 defective cable boxes and charged me for them while I am awaiting replacements.Desired Settlement: Repair the service, reimburse for 4 years of underdelivering promised service or provide "faster" internet service at no charge (to compensate).

Business

Response:

On 5/**/14 [redacted] left a voice mail message at the customer's work voice mail. A contact email was also sent.

Review: I have been having problems with several of my cable channels missing or all of a sudden not being viewable including my HBO channels which I pay extra for. This problem has been occurring since 1/*/2015 that I am aware of. I have called several times and spoken with various CSR's as well as a supervisor named [redacted] and everyone keeps telling me different information. Some reps tell me I am in an outage which has since been fixed and other reps tell me they can't help me as they have no information as to what is occurring. All they keep having me do is re-boot my cable box which does nothing as I keep telling them it's their transmission an not me as I can get other channels. So to try to avoid driving myself insane I scheduled to have a service man come which he did on 1/**/2015. He could not rectify the problem and could only tell me that it's a problem they are aware of and have yet to address fixing. He himself told me he was experiencing the same problems at his residence as well as other people in my area. All he could do was take some readings and write down most of the channels that were out as of the time of his visit. Otherwise there was nothing else he could do and he advised me that he had no idea as to when a fix would be made as Time Warner has not advised him. Needless to say I am VERY UPSET as I pay over $100.00 a month for my services as well as being a customer for over 20+ years and always paying my bill on time. To me having this problem go one for over 4 days is uneccessary and I should not be made to wait this long with no services as well as no current and correct information. The lack of knowledge that the CSR's provided is horrible and the service and care I am getting from Time Warner is horrendous. The only person I got any correct info from was the Service man so I give him 5 stars as he has been the only one giving me straight answers. In fact today 1/**/2015 I called Time Warner again as my services as still not working to get credit and the rep I spoke with told me Oh, you don't have to call us every day wait 2 days as call us again so we can give you credit for those 2 days. This leads me to believe that this problem is going to be longer than 1 week which is TOTALLY WRONG. I WANT MY SERVICE and I WANT CREDITS as well as being treated like a valuable customer which I don't think they care about. I guess being a loyal customer for over 20 years does not mean anything!Desired Settlement: I expect my services to be repaired ASAP with no further inconvenances to me as well as credits and perhaps, wait no I want a lower rate for my same services to be locked in for infinity do to the runaround I am getting from all at Time Warner, except for the repair man. I would hope that they would want to keep me as a customer.

Business

Response:

I spoke with [redacted] regarding the service difficulties she reported to the Revdex.com. [redacted] confirmed her service is now operating satisfactorily, but says much of this was due to her own efforts. She also stated she received call from at [redacted] from the Nat'l Help Desk. I apologized for her difficulties and noted that I was applying a courtesy credit of $89.99 – the equivalent of one month of her core Double Play – as a one-time gesture of goodwill. I advised her the adjustment will appear on her next billing statement, to be issued on 2/*/15.

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 most recently filed a complaint, regarding the business account noted on my account and my number being changed without my authorization in the system, contacted by [redacted]. She was very helpful. To my knowledge, all of which has been rectified. With that being said, I called timewarner yesterday to change my billing plan (called at 10:59am, lasted 13min), which was changed to a $44.99plan, (subtotal, approx. $50.43) confirmed by a female representative, with no additionally changes required. Today however, I received a startling phone call from my frightened elderly mother that someone was banging on the door outside and several missed calls from from timewarner citing that I had an appointment with a technician, which would last approx. 1hour at my home. Considering the fact that no changes/discussions/plans of any kind for any in-house services were discussed, hinted or cited with the exception of pricing with the representative yesterday, I was somewhat perplexed to the circumstance. I called timewarner immediately, spoke with a female representative at approximately 11:37am (lasted 11min), I inquired about the changes, at which point she noted that she would be able to make the changes over the phone and technicians were no longer required. At which point I proceeded to I ask about canceling my account, effective on March **(the last day of my billing cycle). She refused to transfer me and proceeded to give me a lecture about switching my plan and at some point I told her if she chose not to transfer me I would begin recording her refusal to my legal rights to being transferred to the proper channels as requested, at which point she abruptly hung up the phone. Noted, I was very courteous to the woman and I am not sure if this is the protocol for timewarner with customers to complain about services. At this, point this a form of harassment, misuse of services and I have been a customer with your company for over a decade and have never had any issues with your company. I am entitled to complain if I feel abused, mismanaged, disrespected, discredited, or otherwise. As you render a fee for your services. I truly feel violated by such a treatment, this is unwarranted. After many years with your company I respectfully request my service terminated on the [redacted]. Poor customer service, or fear of following protocol to simple request is bad business to any company, large or small. Some serious training is required by your staff, the caliber of people your company hires who interacts directly with the customers consistently offers blatant disregard for their concerns/inquiries. That signifies a poor morale across the board. Duly noted, as a courtesy to my conversation with [redacted], I also emailed her regarding this same issue. However, if this is an ongoing issues with other customers, events such as these should be documented outside of TWC.Desired Settlement: I wish to cancel my account on the [redacted]and receive Two months free of charge from TWC.

Business

Response:

Credit has been issued ($101.96) as agreed. No further credit is due. To cancel services customer can return equipment to Queens Center Mall walk in center, this is recommended as the most effective way to close the account.

Review: An accidental over-payment was made to Time Warner for my cable and internet on June **,2015. I noticed the error on June **, 2015 and contacted Time Warner Customer Service. The representative noted the error and told me my bank account would be credited in 3-5 business days. On July **, 2015, I contacted customer service again as my bank account had not been credited for the overpayment. I was told at this time that they needed proof of the overpayment even though their own records indicated the payment. I asked why I hadn't been contacted when they realized they needed a copy of the bank statement showing the payment and was not given a satisfactory answer. I faxed the bank statement on July **, 2015. I called again on Aug.* to be told the fax was never recieved and again, couldn't get an answer as to why I was not called about the unrecieved fax. I refaxed the statement. I called on Aug.** and was told the fax was not readable, again, no answer as to why I wasn't contacted and asked to resend the statement. I faxed the statement for the third time on Aug.**, the representative told me to give them two to three business days to process it and she would personally call me to confirm receipt of the fax. I did not recieve a phone call. I called again on Sept. ** and was told the information had been submitted to the representative's supervisor and they had put in a request to escalate the claim. It has been 10 weeks now and I feel no closer to getting my money back.Desired Settlement: Firstly, I would like my money back, either credited to the account from which the overpayment initially occured or as a check from Time Warner. Secondarily, I would like the company to review their policies. Why could I not speak directly to someone in payment processing (the department I was told was responsible for addressing my claim and refunding my overpayment?) The representatives could not even confirm if my fax had been received by payment processing but I was told I couldn't speak to anyone in that department, very frustrating. When the company received an unreadable fax, why did they not try to contact me to resend that fax? Why did I need to send my bank statement in the first place, when my Time Warner account clearly reflected an overpyment? How can something so seemingly simple (acknowledge the overpayment and mail me a check) take 10 weeks and 5 phone calls to sort out and still not be resolved?

Business

Response:

PER TWC'S BANKING SERVICES -NO FAXES HAVE BEEN RECEIVED FROM CUSTOMER. A REFUND OF THIS SIZE WILL NOT BE APPROVED WITHOUT A BANK STATEMENT SHOWING THAT $5,000 WAS PAID TO TWC. ONCE WE RECEIVE THE DOCUMENTS TWC CAN ASSIST. FAX NUMBER ###-###-#### ATTN: [redacted].

Consumer

Response:

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

The bank statement has already been faxed three times to the listed number. A customer service representative told me the second fax had been recieved. The inability to speak with someone in the payment services department who can confirm reciept of the fax seems to be a big problem here. Time Warner is aware that I have been trying to get them the required information. It would be very helpful if someone there could let me know in a timely manner if the fax has not been recieved instead of waiting two or three weeks when I call (again) to find out what is happening. I will fax the statement today, September **, for a fourth and final time. I am not comfotable repeatedly sending my private banking information to a corporation who seems to be misplacing it. Who knows how many people have now seen that sensitive matetial.

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

Sincerely,

Consumer

Response:

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

Thank you, I look forward to receiving the refund. I will contact the Revdex.com upon receipt to close this file.

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

Sincerely,

Business

Response:

A refund check has been processed and sent.

Review: On 8/** I odered a pay per view event that did not work on my TV. I spent about 45 minutes on the phone with TWC, and they could not get it to work.

I advised them to cancel the order and refund my account. They advised they would. On the next bill the 54.99 charge was on the acct but not credited.

We called them, spent about 1 hr on the phone, they insisted the credit was issued, but of course it had not been. We called back to speak with someone

that could tell the difference between a positive and negative number. Spent another hour on the phone, again they insisted they issued us the credit.

The next statement arrived with no credit. On Oct *, I called them, spent another 2 hours on the phone, and was advised the credit was "pending". [redacted],

the TWC rep gave me his ID # and assured me it would be posted. The next bill arrived, 10/** - 11/** without the credit on it. We paid the bill less the $54.99.

I called TWC on 10/**, and advised them they still had not issued the credit. I was told it would appear on the next statement. 11/**-12/**, but that we had

to pay it, to have full service restored. ( they had turned off on demand service)

Today, 10/** all my services were shut off for non payment. I called them again and I was told that yes the credit was issued but it was not yet

posted, and since I am past due on my payment, they shut off my service. After I was peeled off the ceiling of my office, this TWC employee

advised the credit would post in 48 hours. Exactly what I was told on 10/*.

I convinced this perwson to turn my service back on, which will remain on until Nov *, when, if they dont receive full payment they will shut service

down again.

TWC is near criminal enterprise, billin subscribers, not crediting them, and then holding the service hostage.

Please help!!Desired Settlement: I want the credit for 54.99 posted to my acct. I also want a credit to reimburse both myself and my wife for 5+ hours we have had to spend

on the phone with these people. We are both professionals with an hourly rate in three figures, but that is not reasonable, a$100 credit would

be fair to cover the cost of our time.

Business

Response:

[redacted] apologized and issued a credit of $54.99 as requested.

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 regarding the specific matter of the withholding of an agreed upon credit, and that has been resolved. The issue which remains unresolved is that Time Warner continually ignored their own guarantees and required us to spend more than 5 hours of valuable personal time asking for the credit over and over and asking for reinstatement of services.

Sincerely,

Review: I called TWC to restore my service. I was told that my first payment did not go through and I didnt understand why. I called back and spoke to a second representative and he stated that the payment went through successfully. TWC took two payments of $184.10 out of my account, which makes a total of $368.20 deducted out my account. Unfortunately the bank could not resolve this problem, so I had to go through the weekend with no money. On top of that I have a bill that was paid in the amount of $70, it brought my account negative and I have to pay overdraft fees. I am very upset that this siutation happened. I understand that it's a simple error but it's one that is now costing me. I would like this matter resolved as soon as possible. I was told by the bank that the autorization has to be cleared before they can work on the account. I have another bill that is due and a late fee will be added, if this problem is not resolved before the due date of that bill. I feel like when it rains, it pours. I just hope that this matter can be resolved.Desired Settlement: I would like one payment to be rejected and I would also like something taken off my bill. I now have to argue with the bank for overdraft fees and with another company for late fees. I need this situation resolved ASAP.

Business

Response:

On 8/**/14 [redacted] confirmed that all concerns had been addressed. [redacted] issued a credit of $70.00 to offset the overdraft 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:

[The matter was resolved but resurfaced it's ugly face again. I was charged twice again, now my back account is negative $208 due to the $184.10 payment and an overdraft fee of $35. Time Warner Cable took out two payments of $184.10, on 8/** and 8/**. I am very stressed behind this situation and my anxiety is taking the best of me. I really need this issue resolved. I currently need TWC to refund one payment to my account. I am currently going back and forth with the Bank and TWC to resolved this matter. That makes a total of FOUR payments tooken out my account from TWC]

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

Sincerely,

Business

Response:

TWC regrets the customer's difficulty. To date a credit of $20.00 was issued to offset TWC's return payment fee. A further $140.00 was issued as a further gesture of goodwill, in acknowledgement of the customer's inconvenience.

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 got cable service in November 2013 and was told that I would get a Samsung Galaxy Note 8.0 within 60 days of payment and after 60 days Time Warner will not honor the agreement to send a Samsun Galaxy Note 8.0.

They told me I do not qualify and it is 90 days not 60 days as originally told in the store location.

I paid for 60 days of service and they gave me a tracking number # [redacted] and now they will not send it to me and keep telling me lies.Desired Settlement: I want a Samsung Galaxy Note 8.0 delivered to the address on file as promised by Time Warner.

Business

Response:

One of the requirements to qualify for the tablet is on time payments for the first 90 days of service. Customer did not and as a result is not eligible.

Review: It occurs to me that Timer warner cable have embark on a billing system to take advantage of its best loyal pay on time costumers. On January the company send me a bill dated January ** 2015 to February **,2015 bill due date January **, note how February was generated in advance without receiving service yet; the complete bill was paid on time. Now on February **, 2015 Time warner send another bill stating servive period from February **,2015 again I'm being charge for February which was on the January bill to March ** payment due date March **. Again the surcharge of March with no service. Received third bill stating service period from March ** to April ** due Mach **,on March **, twelve day after they have received the payment for February and March.How is it This company keep on charging double every month, and over head for services that have not been use. In addition, an overcharge payment for starterTV $17.95 plus standard TV

$43.09 a charge for $10.72 charge $53.43 plud $9.29 for top box charge $8.00modern lease. $5.00 franchise fees.$1.15 for public access. Which suppose to be free on the first place.$.5.50 for broadcadting.

receivef another billDesired Settlement: Refund on the amount of $463.2, and would like to stop beimg charge twice, for service I just paid for. Additionally, the company need to stop manupilating customers into believing this a monthly plan when it's not. When trying to speak to customer services it does not help. They spent hours over the phone giving the customer the run around and the problem does get solve. Need to pay back $463.20 of over payment. Be Realistically ,a payment was made on Mach *, 2015 for March; and 10 days later the company sent a new bill covering the month that wad paid and the new month. to make Payment for April on the Same month, how is this possible. How the [redacted] allow time warner cable to do this. This the treatment one's get for being a loyal paying on time customer. Ifi don't my refund I will disconnect my services.

Business

Response:

On 3/**/15 customer advised [redacted] that she did not have a copy of the bill in question but would call back when she does.

Review: I discovered today from the bill I received in the mail that I have an 8.99 per month SportsPass charge. I never ordered this, and checked my online bill to discover it had been placed on there months ago (confirmed in webchat with customer service). I asked that it be removed and that I be refunded for the months I have paid for it without realising it was on my bill. I was told that I had ordered it via the remote control -- but customer service could not tell me via which channel or via which steps. we do not order things via the remote. this is the second time I have had this service placed on my bill without me ordering it. I had a similar problem in spring 2013, and after much protest, customer service reversed the charge. this time they refused. I do not even know what SportsPass is. Efforts to seek a refund have been unsuccessfulDesired Settlement: I would like a refund for the months I have been charged for this service I never ordered (and which TWC records might be able to reveal I have never used). I would also like TWC to disable the remote ordering function on my account so there is never in future any question of such charges being imposed.

Business

Response:

$44.95 goodwill credit issued to offset fees from 9/**/13 (the date Sportspass was added) to 1/**/14 (credit was issued from 2/*/14 to 3/*/14). Remainder from 1/**/14 to 2/*/14 can be remitted in good faith as customer has a responsibility to review their bills and must use the "Parental Lock Out" feaure of their remote control to prevent future disputed charges. In the future TWC will not issue credits for "disputed" orders.

Review: I inadvertently misplaced a decimal and overpaid my account ( early) by $500. TWC had money( per my bank) for 4 days prior to it showing up on my account. THen they told me that they had to tell their finance department about it. A week later I called and discovered that the finance dept had not been advised as they told me. Had I not called back today I would not have known that it wasn't in process, and there was no record of it having been completed although their notes show that it was.. Today they then tell me that I have to provide them with a bank statement to prove what their own records show- that I misplaced a decimal point and overpaid them. They also require that this info be faxed to them.Desired Settlement: refund to my account the overpaid $500.

Business

Response:

Refund of $452.49 is being processed.

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 if the refund reflects payment of a second month's bill and if the refund actually appears in my account, which it has not as of this writing.

THank you for your help. TWC ridiculous ploys at keeping this overpayment was heinous.

Sincerely,

Review: Over a year ago, I cancelled my Time Warner Cable account after I moved out of my NYC apartment. I had to leave the country so I had my father return (via mail with delivery confirmation) the cable box to their store with an enclosed slip of my account number. I was instructed to do this via chats and calling customer service to get them to cancel my account. Just last week, I was hit with a collections notice for close to $600. This is outrageous. I had paid all my bills to them while residing at the address so I really do not know why they claim that I have this outstanding debt.Desired Settlement: I want TWC to stop sending me to collections and the CB to invalidate this "debt."

Business

Response:

TWC has corrected its records, the account has been closed with a balance of zero and a letter is being sent to [redacted] in confirmation, for his records. TWC regrets the difficulty.

Consumer

Response:

I spoke on the phone with a time warner representative who wouldnt help me unless I proved to her that I shipped my cable box back to them over a year ago. I tired to find the delivery confirmation receipt but since it was more than a year, I was unable to locate it, but tried to prove my case through indirect means such as email correspondance between a family member who shipped the box back to them when I was overseas, however she refused to accept anything but a delivery confirmation receipt. I asked to speak to her [redacted], [redacted]., who was considerably more helpful and understanding and decided to look into my records personally. After some digging, he found my records which stated that I had indeed cancelled the account and returned the box. He then went and contacted the credit agency on my behalf and resolved the matter. Although this was a frustrating situation, I am grateful to [redacted], who went the extra mile to assist a customer.

Review: I currently have preferred TV and standard internet from Time Warner cable. I am being charged $174 per month. My bill has increased by $75 over three years, which is outrageous. I have seen preferred TV and standard internet package advertised for $89.99 in flyers mailed to my home, the newspaper and the internet. When I called Time Warner cable lower my rate based on this ad, I was informed that I cannot receive this price as I am not a new customer. The ads are deceptive and the price should be honored. I am paying $174 a month for the same service. The ads do not say that you must be a new customer.Desired Settlement: I am requesting that Time Warner cable honor the price of $89.99 as this is what is advertised.

Business

Response:

Revdex.com WAS ADVISED CUSTOMER GIVEN STANDARD INTERNET AT $34.99 FOR

12 MONTHS (FROM $57.99) DVR IS DISCOUNTED TO $5.00 PER MONTH

(FROM $12.95) FOR 12 MONTHS.

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,