Time Warner Cable's New York City Region

Review: Time Warner Cable is placing charges on account for cable boxes never received. When this account was initially set up October 2013, it was requested no equipment be installed; only lines installed for work being done by contractors in the apartment, to place lines behind the walls. No one was living in apartment, so there were no televisions being used. At this point we were informed if lines were put, service would be turned on & billed. This was agreed and the bills were paid. Account# [redacted]. This account was also incorrectly created under apartment #**.

In March 2014 we requested boxes now be installed and a technician came to install boxes with lines already previously installed. At this point we requested the correct apartment on bill should be Apt. #8E. Time Warner at this point installed the boxes and created a new account # [redacted].

Soon after they closed Apartment#**, we received bills for unreturned equipment. They informed us boxes had been checked out of their warehouse and the same boxes had not been checked back in. We requested proof someone received the boxes because we had not. It is my understanding a document is signed once possession of box is taken. I was informed this was not available to us. Time Warner has not been responsive with inquiries on tracking the missing boxes. There is a long history with Time Warner, and there would be no benefit in keeping any unused boxes. Time Warner Customer Reps have placed our calls on hold for 20-30 minutes at a time and in desperation we waited and in the end nothing was resolved. Management has informed us we owe and that is their final answer, yet they will not provide their proof the boxes were installed/used during the time there were no occupants in the apartment.Desired Settlement: Charges for boxes never received to be removed from account.

Business

Response:

[redacted] spoke with [redacted](client relations) on August *, 2014 and was advised that [redacted] IS RESPONSIBLE FOR THE EQUIPMENT ON HER ACCOUNT UNLESS SHE HAS A RECEIPT. Time Warner Cable’s Recovery Department is involved, she would have to make arrangements for payment with them, she was given all contact information. Time Warner Cable considers this matter closed.

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:

There is no receipt to provide because the equipment was never received. How can there be a receipt as TWC is requesting when I have repeatedly informed Time Warner that the boxes were never received? This installation was requested for lines ONLY, no equipment because there would no one living in apartment. Boxes would be installed at a later time and were. In October 2013 TWC came back to apartment and installed equipment.

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

Sincerely,

Business

Response:

A review of TWC's records indicates customer is responsible for equipment in question. A receipt verifying return of equipment is the only way to resolve the matter.

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: When signing up for service I was told that I would be receiving a Dell laptop ($450 value as state by them on all ads) since I was switching from a competitor (RCN). I have proof of this in the order confirmation emails as well as calling multiple times to confirm eligibility. I was supposed to receive a code that I would then use to redeem my laptop on the TWC better rewards site. I never received my code. I have been told I would receive emails back from the department in charge (never did), I called back and was told I would be contacted by a [redacted](never did). As you can see this site is FILLED with people having similar issues redeeming their code or not receiving the code as well as forums filled with people having the same issues on other sites.Desired Settlement: My desired outcome is either the receiving of the laptop that I was promised multiple times or the application of a $450 credit (value as stated by them on all advertisements) to my account.

Business

Response:

ON 9/**/14 [redacted] LEFT A DETAILED MESSAGE ON THE MOBILE ANSWERING MACHINE ADVISING THAT THE DELL LAPTOP WILL BE

SHIPPED IN APPROXIMATELY 4-6 WEEKS AFTER HE COMPLETES THE 90 DAY PROBATION PERIOD IN GOOD STANDING.

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 contacted Time Warner several times, via phone and email, at different times of the day. A [redacted] check that was written and sent in November *, 2006, was deposited by Time Warner on September **, 2014. I was told by [redacted] in customer service (identification code: [redacted]) that a) the account number on the back of the check is null/void; and b) that she was unable to make note of our phone call as I do not currently have a Time Warner account. At one point, I spoke with a woman in the Queens customer service office, who filed the complaint for me; when I checked back with her a week later, the complaint had been dismissed in their system, saying that they couldn't get in touch with me (despite the fact that she took down my email and phone number, and had it included in the notes). I was referred to her [redacted], [redacted], who gave me his email address to send a copy of the check. I have emailed him 3 times over the past month with no response.

A similar problem happened with [redacted] for a check dated the same day, Nov *, 2006, and cashed from my [redacted] account on Sept **, 2014. A [redacted] at [redacted] told me that the post office sent old mail to their warehouse from this date, and the check was cashed through their automated system. My complaint with their business will be addressed separately, as this is still an open issue.

I have been told by [redacted] that they cannot consider the checks to be fraudulent as they contain my signature, and therefore will not open a complaint. [redacted] also said that they don't have access to records from eight years ago, so they can't tell me whether or not the check was cashed then. [redacted] also said that they can't trace who cashed the checks, and claim that they went into valid company bank accounts, despite the fact that either company can't seem to find them.Desired Settlement: I would like the amount of $44.95 to be refunded to me by check. I do not currently have a Time Warner account, so I cannot accept a credit. I would also like to know that an investigation is being carried out, to find out who or why these 8 year old checks are being cashed, as other (former) customers may also be undergoing this process.

Business

Response:

TWC cannot follow up without documentation as there is no information currently on file to support the party's claims.

Consumer

Response:

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

I have given Time Warner Cable the copy of my check multiple times (see attached), and they refuse to contact me directly and keep canceling resolution of my complaint. There is a Time Warner Cable account number in the check endorsement and the check was cashed in Time Warner Cable's account, according to the endorsement. On the attachment I have notes from my conversation with a Time Warner Cable representative, whose V number is written on the attachment. She told me (as mentioned prior) that the account number that the check has been credited to is either invalid or deleted from the system. However, as the check was endorsed to a Time Warner Cable account, it should still be traceable in their system. Please advise and refund my checking account immediately.

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

Sincerely,

Business

Response:

11/**/14Hello, This request has been completed and will be sent regular mail. [redacted]BANKING SERVICES[redacted] SUBMITTING REQUEST FOR MANUAL REFUND CHECK IN THE AMOUNT OF $44.95. CUSTOMER MUST ALLOW UP TO 10 BUSINESS DAYS TO RECEIVE CHECK. Check will be mailed to:[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: This is an update of the previous filed complaint # [redacted], which was assumed to have been resolved back in November 2013. I just received a phone call from a debt collection company that TWC has contracted to obtain payment for an amount that I DO NOT OWE. After filing Revdex.com Complaint # [redacted], TWC contacted me and ensured me that my account would be cancelled for Account # [redacted] effective August **, 2013 and then would come to my new apartment and pick up the equipment. On the day they had scheduled my equipment to be picked up (despite providing them with my NEW Bellerose address), they went to the old apartment and did not call me and allegedly disconnected a wire outside of my former apartment building. After sitting home for 4 hours, I contacted TWC customer service who could not help me, however the TWC rep assigned to my Revdex.com case contacted me on Monday and mailed me a FedEx label to return my equipment, which I did. I thought all was resolved until I started receiving bills from TWC for my new apartment, WHICH I HAVE NEVER HAD TWC SERVICE AT. Despite numerous attempts to stop billing indicating that I do not want this to affect my credit report; I received a statement in December stating a credit was due to me for over $200, so I believed that I would in fact receive that credit in the mail, since I had previously paid my TWC account through October 2013. As per my phone call today, TWC has contracted this Debt Collection company to collected $95 for an account that I AM OWED MONEY on. Furthermore, this debt collection told me that this IS AFFECTING MY CREDIT REPORT. I do not understand what else I need to do to resolve this! TWC has made my life completely miserable when all I wanted to do was cancel my service, return my equipment and receive my overpayment back. This needs to be resolved immediatelyDesired Settlement: My desired settlement is as follows: 1) Refund for money overpaid to TWC by February [redacted], 2014.; 2) Removal of any negative issues in reference to TWC on my credit score and credit report and any other credit documents that will ultimately reflect poorly due to TWC's unacceptable practices; 3) A written letter to each Credit Reporting Agency directly from TWC explaining their bogus billing on my account, as well as their failure to update their records and their mistake in sending me to collections. I require proof of such letters to confirm this has actually been done.

Business

Response:

A message was left on 2/*/14 advising customer a $94.56 credit was applied to reduce the closing balance to zero.

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:

Solely crediting my account does not resolve all of the issues caused entirely by Time Warner Cable, and only addressed one portion of my desired settlement. I will not accept Time Warner Cable's "resolution" until I received written confirmation that

1: my account actually was credited;

2: my account is completely removed from Time Warner Cable's system and I will not receive any bills or collection notices for service I NEVER had;

3: Time Warner Cable has contacted all credit reporting agencies to resolve negative remarks/issues on my credit reports due to their negligence and fraudulent billing practices; and

4: copy of all correspondence pertaining to my account including but not limited to the collection agency that they put my account into, and credit reporting agencies.

Sincerely,[redacted]

Business

Response:

The account has been credited as agreed. A final statement will be sent with a zero balance which confirms, in writing, the resolution 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:

How does this resolve the damage to my credit rating/report based on the complete negligence and fraudulent billing practices of Time Warner Cable whom is solely responsible for these issues

Sincerely,

Review: My service was terminated in November of 2013 and billing continued until January of 2014. I have spoken to their customer support team numerous times where incorrect billing was continued to be applied to my account. I spoke with them again in March of 2014 when they told me the account had been zeroed out but I continue to receive collection notices. They still insist on providing me with incorrect billing even after being told I would be receiving a letter stating that my account had been cleared. At this point, six months later I am tired of trying to deal with them as they refuse to correct their billing errors and have sent my account to collections.Desired Settlement: I would like to have account cleared as I had been told it would be and to stop the collection process as this affects my credit.

Business

Response:

On 3/**/14 credits totaling $261.68 were applied to the account to offset the period that the services had been interrupted for non payment. These credits appeared on the billing statement for the period from 3/**/14 to 4/**/14. The account was closed as of 1/**/14 and the billing for services stopped as of that date. The remaining balance is correct and it is due as the customer's account was in past due status at the time the account was closed. The $395.49 is correct and must be paid, it is not negotiable. Bills are attached to verify TWC's conclusion.

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:

[My October **, 2013 statement, which shows services from November ** to December **, 2013 has a balance of $454.32. Service was shut off on November [redacted], therefore that months balance should be adjusted accordingly. On November **, 2013 I made a payment of $100, which should bring the balance down further. Time warner has not reflected either adjustments on their account and continues to specify completely inaccurate figures. This has gone on for months now and they refuse to acknowledge their erroneous accounting. When speaking with them in march, they themselves couldn't figure out what they were doing and zeroed out my account and they come back now two months later demanding payment with a collection agency. Please review my included copy of the above mentioned statement and see how they can't even provide the correct information. ]

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

Sincerely,

Business

Response:

On 1/**/14 customer called, advised a CSR they would return the equipment to close the account. The equipment was returned 1/**/14 at which time the account was closed and the billing ceased. Balance due is correct and must be paid. TWC has already adjusted the account so customer was not billed for the period services were interrupted for non-payment (totaling $261.68). No further credit is due.

Consumer

Response:

After zeroing out my account when they couldn't figure out what I owed, how can they come back four months later telling me I owe them this much money? I submitted a copy of the last statement when I had service, for which I only received service for about nine days, payment was made after said statement and adjustments were not made to this statement, their stance is such that they still insist I owe them more than they provided. This is more than enough proof of their bullying and complete lack of knowledge in the service they provide. This is just one example of why I will never again be a customer of time warner cable. They don't appreciate the many years of loyalty that their customers have given them. In many cases, the monopoly they have when they are the only providers in many areas were folks are stuck with a company that abuses their control.

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,

Review: TWC gave me a pricing package for modification of cable to my current internet & phone package. at the end of a 1 hour sales call, they confirmed the price and proceeded to make an appointment for a technician to come to my home. When the tech arrived, the order was incorrect. I spent hours on the phone with over 7 people who would refuse to give me a supervisor to talk to as the package offered was not the package they wanted to charge me for and was higher. After several dropped calls, and calls where I was to be called back, nothing was resolved. They did have an alternate cell phone number to get back to me on.

So in summation, a sales person sold me a non-existent package at an incorrect price and they will not honor the price she quoted and I agreed upon. I have yet to speak to a supervisor and am not clear on what I have purchased. To end it all, phone service by TWC also when down the same day.Desired Settlement: I want time warner to honor the price that the sales person quoted me and hold the incompetent sales person accountable. I want all the 7+ representatives held accountable for not assisting me properly and held accountable for not doing their jobs.

Business

Response:

oN 7/**/14 A CSR confirmed the correct rates with the customer: $174.99 + tax.

Review: Company arbitrarily raised rates, company failed to honor contract with me, company failed to resolve technical issues, company lied about current known Internet outages, company refused to process cancelation of account by placing on hold for 30 minutes first then disconnecting my phone call when I called a second time.

Several months ago I moved. My rate at that address was $29.99 for "standard" Internet and I was told that when I moved my rate would continue. After moving and after 4 hours on the phone with them trying to reprogram my modem, I was told that the only way they could activate my service was to first cancel it then start it new, and unfortunately the plan rate I had was no longer available. I would be charged $44.99 now and there was nothing I could do about it. A few months ago I noticed my charges were now $54.99 without explanation.

The past week my modem has failed to connect to the Internet service I am paying for. I gave it a few days because the time Warner customer service is horrid as I know from prior experience. Finally I called this morning and was told that the problem is my modem and they need to send a service technician out. The soonest available is the following Friday. I already know according to websites which track these things by other customer reports that there is wide scale outages in New York for time Warner. I am tired of this company and have decided to cease all business with them. I said I want to cancel service and was placed on hold for 20 more minutes upon which I hung up. I called back another number and after 10 minutes of holding was connected. When I stated I wanted to cancel I was asked why. Time Warner must not have liked my reason why (which they asked for) and I was disconnected immediately after telling them I want service cancelled effective immediately.

These business practices are down right dirty. I should be paying the right rate that they offered me and which got me to sign up with them instead of the other alternatives. The customer service is consistently poor. The billing changes seem unethical. Finally the insistence on making it difficult for customers to complain or cancel is a business strategy where they hope the customer hangs up and they keep the business out of frustration in dealing with them rather than in satisfying the customers.

If I receive another billing charge I will dispute it and file it as fraudulent. Revdex.com, please review this complaint and reflect my concerns and difficulties in the best way you can to help ensure businesses like Time Warner Cable stop taking advantage of people.

ThanksDesired Settlement: Confirmation of canceled Internet service and prorated refund. They won't offer any sincere resolution and so this is satisfactory to me.

Business

Response:

On 8/*/14 customer was given discounted rates for 12 months ($34.99 per month). A message was left in confirmation.

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]

It is a simple case. My Internet connection worked fine until one day it would not connect. I purchased and supply my own modem which had to be programmed to fit TWC networks. This programming was lost and TWC refuses to address the problem with technical support. They insist I need a tech visit which I will not allow or provide to them. I called to cancel the service completely and I was hung up on. I filed a complaint with the Revdex.com and specifically stated I want confirmation that my service was terminated. This did not happen. They did not try to phone me. I simply got an email about a promotional rate for Internet service that still does not function. What's the point of that?

A secondary issue which they fractionally addressed but not entirely is the arbitrary raising of my monthly rate recently and the falsehood of being required to cancel and re-signup service when I moved.

The first issue shows a company that can't maintain or keep control over the service they claim to provide; and the second shows a company that is willing to resort to trickery and befuddlement as a means of revenue. The discount offered back to me as a response isn't even the price I complained about nor does it include a credit of any kind for the inconvenience or wrong doing on their part. The response FAILS to address the single primary issue - my Internet is broke and TWC broke it. Maybe the wire on the roof is bad, I don't know but I don't care any more to do business with TWC. They can't correct my issue and now I'm being billed for nothing in return.

Please get them to cancel the service and please note that I in no way consider my compliant resolved or insignificant. They are trying to manipulate customers. How many pay for the service call or change to a monthly leased modem?

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

Sincerely,

Business

Response:

TWC is providing discounted rates as the current package is priced at $54.99, customer is being billed $34.99. TWC cannot lower the rates, based on packages presently available. In addition, if customer has noted issues with the service he can speak with TWC's Broadband department by calling the Agency Response Team at ###-###-#### (attempts were made to reach the customer).

Review: I have had to contact time warner an innumerable amount of times regarding issues of internet speed. They NEVER help and when they send a tech they always have a "courtesy" call to confirm your appointment....or so it would seem because every time they call they tell me the issue has been resolved and they'd like to cancel the tech. This time I told them please do not cancel the tech and they did anyway. Since the beginning of the summer alone, I've had to go to time warner, get a new modem, and had techs come here three different (and at very inconvenient) times. Every time they come magically it is back up to the speed although I cannot see the tests to confirm. They run the same tests every time and then they tell me that it's not guaranteed speed, but according to their contract it must be up to 80% of what the stated speed is. 10mbps is not 80% of 50 mbps.Desired Settlement: ^or a refund for the several years I haven't gotten the service I was guaranteed, if the issue is not fixed again.

Business

Response:

CUSTOMER HAD AN APPOINTMENT FOR 10/**/14 TWC TECH 913,REPORTED ISSUES RESOLVED HOUSE WIRE FAULT, HOUSEWIRE COAXIAL, REPLACED FITTINGS, AND USER ERROR. TWC CONSIDERS THIS ISSUE RESOLVED.

Review: First, I recently discovered that I was being billed for three IP addresses, instead of two. TWC was about to disconnect one of my active IP addresses instead of just removing one from billing. Second, since yesterday the internet services to my business was sporadic.The problem continued and I called TWC. I was informed that work was being perform to repair signal levels in this area. I was further informed that the problem of the signal level was discovered on November [redacted] and they have been planning the repair for 12/* and 12/*. TWC knew there was a problem with the signal level and they knew the date that it was to be repaired. However, they failed to notify this business customer in advance of the scheduled interruption of services. This failure resulted in lost revenue to our business that depends upon the internet for sales.Desired Settlement: TWC should compensation my business for the lost of time and money due to not only the interruption of service but the lack of advance notice. Please note: our customers cannot make purchases on our website because we have no internet service. All TWC customers must be notified in advance of any future planned repairs, which will allow them to make other arrangements for the time the service will be down.

Business

Response:

On 12/**/14 a TWC Business Class representative assisted and resolved all issues.

Review: Our business became the customer with Time Warner Cable for few months for high speed internet and business phone, we'd experienced an on going service interruption each month. It's not only a bother to us to keep calling Time Warner customer service, and caused we missed lot of calls and loss of business.Desired Settlement: terminate the service contract without early termination charge

Business

Response:

Customer has been advised Early Termination Fees will apply due to their limited serevice history (on 12/**/14).

Review: Company charging me for equipment that I returned. Ignore my request to search for it.Desired Settlement: To stop trying to charge me & sending me bills for equipment I returned.

Business

Response:

TWC REQUIRES COPY OF RECEIPT RETURN TO RESOLVE THE ISSUE, TWC HAS NO RECORD OF RETURN.TO PROVIDE A RECEIPT CUSTOMER CAN FAX TO ###-###-####, ATTN:[redacted]

Review: I was solicited by a time warner sales employee to switch my package current cable/internet package with them to a different one over the phone. The employee pitched that the new package would be less expensive and provide me with more/better service. I switched over to the new package, which required the installation of new equipment. When I received my bill, the plan was not as I had been promised over the phone and was much more expensive than the initial package. I have called time warner cable numerous times to resolve the issue. Each time I call I am told that they are unable to help me but promised that someone will call me back and resolve the issue. I have also been told the issue was "escalated" and that they are pulling the call record with the sales associate to see if they did in fact falsely promise me a package. I was told that if the call shows that the package was misrepresented to me, that they will honor the initial quote and refund me everything. However, every time I try and call no one is ever able to help or resolve the issue. All they try to do is sell me a different package with inferior services and requires that new equipment be swapped out. I continue to be charged for a service that was falsely represented to me. And am constantly lied to on the phone by their employees that guarantee that they will follow up with me but never do. There is no accountability.Desired Settlement: Honor the initial package I was promised over the phone, refund me the amount you over charged me these past months and provide me with a credit for my account moving forward to make up for the terrible customer service.

Business

Response:

Customer was given a new, promotional rate. All concerns have addressed.

Review: I received phone service in feb 2011 and asked that number be unlisted. They did not do that and I saw that my number from Time Warner Cable was listed on white pages, tonight and called them. I have had [redacted] phone service for many years and always had an unlisted number. I needed an extra line for my work phone number for home office and got a triple play. I got suspicious in June that it might not have been unlisted, as I was getting many unwarranted calls on that number from solicitors. I had no idea that my age, phone number and address were listed on the white pages. I asked them for assistance as to how to unlist that from the white pages, spoke to 4 customer service representatives, they all gave me the run around and last one [redacted] was the rudest, stating that they did what they had to do and would not give me any information as to how to contact the white pages and get their number unlisted. They said that they could not give me any information for another company and that they did what they were supposed to do and couldnt care less. I explained that I am a RN and that I do not feel comfortable having a public listing especially with address and that I feel that my privacy has been violated. I need assistance in contacting the white pages to get this unlisted from the internet, as I really did not see any instructions anywhere as to how to do that. Thank you for your assistance.Desired Settlement: Number unlisted from the White Pages internet and Time Warner held accountable to do that, as they did not unlist the number intially as was asked.

Business

Response:

On 7/**/13 [redacted] agreed, per customer's request, to change their phone number and waive the $100.00 fee. The change was made with no fee.

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,

Yes, the number was changed, however I was given information to TWC website and need to f/u with her, as I was not able to follow instructions to d/c on white pages. That was initial complaint. I asked to have the number changed.

Case is still not resolved.

Review: Over the past several months, I have been inundated with offers from cable companies, providing me with incentives to leave Time Warner Cable. Time Warner has also advertised wonderful programs for new customers. Each time that I've called, no one has offered any assistance in reducing my costs. At one time, I called for their $79.95 triple play promotion, was told I'd qualify since I don't have the phone, then was told otherwise when I called back. The cheapest plan they'd offer was $50 more than what I pay! On the last bout of wrangling, I was told to ask for customer solutions for the best deal on my cable and Internet. Today, I was placed on hold for 30 minutes and no one ever answered the call. I believe I should be offered the least expensive option as a reward for being a loyal customer. Otherwise, as soon as a competitor offers me the right price, I will jump.Someone out there is going to figure out how to allow customers to pick their package and pay a fraction of the price.Desired Settlement: I want a reduced bill, even if it is for a year long incentive.

Business

Response:

This complaint has been directed to the local division for handling and we await an update on their actions.

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: For the last four months numerous channels have not been working Including Hallmark, Sci Ch, Military ch, Cloo ch and most recently channel 4 NYC ch. I have made numerous calls to Time Warner and have asked for help in resolving this problem. A tech did come to my residence in February and checked all wiring on my property, finding that there is no problem at my residence. Two cable boxes were also changed. The tech advised me that the problem was from lines located off my property and that there would be other techs dispatched to resolve this issue. Well now its a day before April and the problem persists. The only acknowledgement that I have received from Time Warner is my monthly cable bill and a letter apologizing for the increase in cable service fees. I am now asking to please resolve the issue of providing me a service / product which I am being charged for and paying for. Thank You for your help.Desired Settlement: An email stating that the problem will be resolved. And reimbursement for product and services that have been paid for but yet not delivered.

Consumer

Response:

In reference to complaint ID [redacted], the matter has been resolved.

I thank you Revdex.com for helping me accomplish in three days what I have been trying to do for the last four months on my own.

Sincerely,

Review: Having continuing bad cable TV reception.

Changed cable box and remote a month ago.

Still having unusually long delay in channel appearing when changing channels, picture breaking-up(screen pixelization) on several channels even when the weather is fair.

Went through troubleshooting with tech support twice within the last month.

Last time Saturday, ** April,after about an hour of troubleshoot the tech rep finally said that he "never heard of such a problem"

His comment is an example of the lack of competence at TWC.p

The service is inconsistent and tech support lousy.Desired Settlement: First I need this on-going trouble finally resolved and a bill adjustment from March 2014 until this problem is solved.

Business

Response:

On 4/**/14 [redacted] arranged a service call for 4/**/14, the call was completed.

[redacted] left follow up messages 4/**, 4/** and 4/**.

There has been no reply.

Review: I wanted to upgrade my cable TV, so I logged into my account the Time Warner web site. There is a link to upgrade your service. I selected preferred TV with an HD-DVR Box, and Extreme internet. It said that the total monthly charges are $95.24. I submitted the order, and selected the option to pick up the DVR cable box at the [redacted] location. When I went in, the lady told me the web site price was wrong because it only applied to new customers, and that the actual cost of what I ordered would be about $150 per month. She was able to get it down to $120 per month for me somehow.

After getting home, I looked at the paperwork for the $95.24 plan I had printed out. It specifically says that the price is valid for new residential and existing customers. So, I called the customer service number. The man I talked to said that the $95.24 was the additional cost for the changes I wanted to make, and was not the total monthly charge. That is extremely misleading. Nowhere on the web site did it say the $95.24 was an additional cost. The printout I have says "total monthly charges" $95.24. I wonder how many people do the same thing I did, and end up with an unpleasant surprise when they receive their first bill after upgrading?Desired Settlement: I feel they should honor the $95.24, and give me the preferred TV with HD-DVR box, and extreme internet because that is what my receipt says. It doesn't say additional charges, it says "total monthly charges".

I also feel that if the $95.24 really was the additional amount, and not the total amount, the web site should state as such. I was lead to believe that my total monthly bill was going to be $95.24. Not that my monthly bill was going to increase by $95.24. I really feel this is a bait and switch situation, and they need to change their web site.

Business

Response:

This issue is resolved. I spoke to [redacted] this afternoon

in regard to her complaint. I applied new promotions to her account and

she is all set with the outcome. Her new rate with tax will be

$93.44 and the promotion is for 12 months. The current balance on her

account is $228.52 which reflects her last two statements.

Thank you

Operations

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 cancelled with time warner cable a month before I was leaving my old apartment back in March of 2013 to cancel the service for april cause I was moving out to a different place send them all the info, spoke to someone and said it was done I paid my last bill and a couple mouths later started getting billed for a service I cancelled long before! I first dealt with one collection agency and sent them all the information that was needed, I was then called back and was told it was resolved. Now time warner cable got another agency to come after me with a different amount then what was first said!! I am getting called all the time and keep telling them that this was resolved, but they keep harassing me! Please look into this and help me out. I have done nothing wrong and did what was suppose to be done to cancel my service.

Thank you so much and have a great day..

[redacted]Desired Settlement: to resolve this matter and get the collection agency and time warner cable off my back..

Business

Response:

TWC has again verified the debt is valid and must be paid.

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 August **,2014 I switched my television, phone and internet service from [redacted] to Time Warner Cable. I received advertisement from Time Warner stating that if I switched to their triple play for $119.99 I would receive a free Dell 2 in 1 PC. I called and spoke to their sales rep. and he explained that in order to receive the Dell I would need to pay my monthly bill for 3 months on time and return a card I would be receiving from TWC( Time Warner Cable). I called TWC in early October and explained that I never received my card for my Dell. The Rep. gave me a code that would have been on the card to enter in their reward site. The code was not accepted by the site . The site stated that I was past the 30 day registration time line. The rep. told me that someone will call me the next day. I waited 3 days with no call. I called TWC again and explained the situation again they again told me the same code. I explained again that it didn't work. I was told someone from TWC will contact me within 72 hours. I did not receive a call. So I called once again the next rep. told me there was no record of my call but someone will call me within 72 hours. Again after one week no call. I called again explained my situation again and was given a Ticket # and assured that because I have this ticket # that I will surely get a call within 72 hours. Needless to say I never received a call. I called back and was transferred to a supervisor after again explaining my situation. Finally I thought this will be resolved. He then went on to explain that I did not receive my Dell PC because the reward program is implemented by a third party and they have determined that I was eligible but TWC will give me a $100 gift card for my troubles. I explained that was unacceptable. He then offered a months discount. Again that is not what TWC and I agreed upon. He then said that the only was I would get the PC is if I paid more. This is not what we agreed upon and I will not accept this. I have kept my end of the deal, I switched and paid my bill on time. Now its time for TWC to step up.Desired Settlement: I wish for TWC to honor agreement and provide me with the Dell PC or if not available that I receive the equivalent.

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 lured by Time Warner Cable to cancel my contract with [redacted] as they would send me a Visa redemption card worth between $200-$300 which could be used to cover the cost of breaking my contract. I was told that I had to sign up for all their services, phone, internet and cable which I did. After weeks of waiting for my redemption code, I called and spoke to another agent who advised me of the fine print which stated that I must pay my bills on time for 3 months or they will charge back the redemption value onto my bill. I set up my first payment through my online bill pay to ensure bill delivery. I received an email stating that my bill was due and I received my first bill in the mail, which had an entirely different due date. I called again to find out what's going on and where is my redemption code and why does my account have two different due dates. The agent submitted a trouble ticket but assured me that the correct due date was the one on my bill from the mail and that he would have someone contact me about my redemption code that I never received. On 10/** I received a call from a "[redacted]" stating that the agent who told me this offer must have been wrong and that I didn't qualify for the redemption card. When I asked why they said at the time they had a different promo worth much less. The only thing they can do is offer me 50$. I told him I want another [redacted] to handle this and that I want what was promised to me. I would have kept my contract had I known they would reneg on their offer. This is unacceptable false advertising practices. I am not responsible for their agents providing wrong or false information in an effort to get customers to switch.Desired Settlement: I want them to honor their agreement, especially when a contract termination fee is at stake. I did my end of the bargain, i.e. signed up for all their services, paid my bill on time and will pay my future bills on time, as I have set up online bill pay to ensure timely delivery.

They promised me a redemption code that I am to use to receive my redemption visa card worth 200-300$. I had three agents verify that I qualified and did what I was supposed to do. They must be accountable for harassing me at work and reneging on the promised agreement.

Business

Response:

On 11/*/14 customer was advised a $200.00 credit will be applied to their cable account to resolve the issue. Customer accepted.

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,