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: 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: 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: 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,

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: 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: 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: 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: 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 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: 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: 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: I HAVE BEEN IN CONFLICT WITH TWC FOR THREE WEEKS - MY ISSUE BEGAN WHEN I UPGRADED MY SERVICE - FIRST: I COULDN'T RECEIVED ANY INCOMING CALLS FOR A WEEK (BECAUSE OF GETTING MY PHONE # PORTED FROM PREIVOUS CARRIER #2- WHEN I CALLED TWC TO STATED I HAVE NO INCOMING CALL SERVICE I HAVE NOT BEEN TOLD I WOULD RECEIVED A CREDIT FOR THE WEEK I WAS INCONVIENT. ALSO, I UPGRADED TO A TURBO SERVICE/PREMINUM CHANNELS FOR A YEAR - I WAS TOLD I WOULD BE CHARGED FOR EACH PREMINUM CHANNEL THAT'S FALSE ADVERTISEMENT BECAUSE THIS WAS AIRED ON TV. WHEN A TECHNICAN CAME TO MY HOUSE TO PUT A NEW MODEM IN MY HOUSE I WAS LEFT WITH TWO BOXES FOR TWO DIFFERENT SERVICES I AM BEING CHARGE FOR 2 BOXES IN WHICH I DID NOT KNOW ONE WAS FOR THE PHONE AND ONE WAS FOR THE INTERNET/TV - 1 BOX CANDO ALL THREE SERVICES (TV/INTERNET/PHONE) THE TECHNICAN THAT CAME TO MY HOUSE DID NOT EXPLAINED TO ME ABOUT THE SET UP AND WHY DID HE LEAVE 2 BOXES. I SHOULD NOT BE CHARGED FOR A INSTALLATION CHARGE, NOR EQUIPMENT CHARGE FOR TWC ERROR BUT YET I AM BEING CHARGED INTALLATION, PHONE NUMBER, ANDD TECHNICAN. IN ADDITION I DO NOT HAVE NO WI-FI INTERNET SERVICE YOU WOULD THINK THIS COULD BE FIXED TO NO AVAILABLE AS OF YESTERDAY I WAS FINALLY GIVEN A APPT FOR FRIDAY 2/**/14 A REPAIR TECHNICAN WILL BE COMING TO MY APPT BETWEEN 10:00-11:00 AM LAST NIGHT I HAD TO CALLED TWC AGAIN, BECAUSE MY CALLER ID WAS FROZE AND I COULD NOT OBTAINED ANY LOG OF TELEPHONE CALLS. TO NO AVAIL A SITUATION WAS ONCE A AGAIN A CASTROSPHE MY PHONE SERVICE WENT OUT . PLUS IN ADDITION TO TRYING TO FIXED THESE PROBLEMS I HAVE BEEN PASSED ON TO MANY, MANY, MANY REPS FROM TWC AND NOT ONE OF THEM WERE ON THE SAME PAGE TO FIXED THIS - EVEN THOUGH EACH ONE OF MANY,MANY,MANY SAID "I CAN HELP YOU WILL THIS"Desired Settlement: I SHOULD RECEIVED ALL CHARGES IN REGARD TO TWC CHARGING ME FOR INSTALLATION FEE FOR UPGRADE, PORT OF PHONE # CHARGE, EQUIPMENT - TECHNICAN CHARGE FOR INSTALLING MODEM (2) IN WHICH I AM BEING CHARGED 2 MODEMS THAT I DID NOT REQUEST AND BEING CHARGED - AND A CONNECTION OF WI-FI INTERNET I STILL AS OF THIS DATE DO NOT HAVE A CONNECTION, A CHARGE/FEE IN WHICH I AM BEING CHARGED FOR A SERVICE THAT TWC DID NOT PROVIDED AND FOR THE INCONVIENCE I HAVE BEEN PUT THUR . I HAVED SPOKEN TO MANY,MANY,MANY TWC PERSONNEL AND NOT ONE COULD HANDLED THESE PROBLEMS - I CALLED TWC WED. 2/**/2014 AND I MYSELF TOLOD THE REP I WANT A REPAIR SERVICE BECAUSE I DO NOT HAVE NO SERVICE - DO NOT SWITCH ME TO TECHNICAL SUPPORT THIS IS NO HELP. NOT ONE TWC REP SUGGESTED A REPAIR TECHNICAN COME ON AND FIXED THE PROBLEM. I AM AGGRAVATED BECAUSE THIS IS AGGRVATING THAT AS A LOYAL CUSTOMER/CONSUMER I STILL AM HAVING DIFFICULTY WITH TWC.

Business

Response:

I SPOKE WITH THE CUSTOMER AND SHE CONFIRMED WITH ME THAT HER PHONE

SERVICE IS WORKING. I OFFERED TO APPLY A CREDIT OF

$25.41 (3 WEEKS SERVICE) TO HER ACCOUNT. SHE ACCEPTED MY OFFER

......[redacted], AGENCY RESPONSE TEAM.....

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 WAS INFORMED IT WOULD BE THREE WEEKS CREDIT FOR MY BILL (WHICH THE ISSUE WAS NOT ONLY MY PHONE BE OUT BUT I HAD NO INTGERNET SERVICE FOR THESE THREE WEEKS SO $25 AND CHANGE WOULD NOT BE BENEFICAL TO ME BECAUSE THIS WAS A TIME WARNER CABLE CO. PROBLEM - MY SERVICE WAS FINE BEFORE I SWITCHED OVER TO TIME WARNER AND I NEVER EXPERIENCE THIS DISPLEASURE AS FAR AS [redacted] STATING I WOULD ACCEPT THE THREE WEEKS - CREDIT SHE DID NOT MENTIONED THE AMOUNT IT WOULD BE SHE CLEARLY STATED IT WOULD BE CREDIT TO MY ACCT ON THE FOLLOWING MONTHLY BUILL. AFTER CORRESPONDING WITH TIME WARNER NUMEROUS TIMES IN REGARD TO NO INTERNET SERVICE AND OTHER ISSUES WITH THEIR EQUIPMENT, AND NO ONE WAS ON THE SAME PAGE AND I CAN STILL SEE THEIR STILL NOT ON THE SAME PAGE. I WENT THUR PURE HELL WITH THIS COMPANY AND THEIR DEVICES AS WELL THEIR UNPROFESSIONAL CUSTOMER REPS WHO DID NOT HELP A SITUATION. THEIR WAS TWO MODEMS IN MY HOUSE AND I DID NOT UNDERSTAND WHY TWO BUT THIS ONCE AGAIN WAS THEIR PROBLEM THEY WERE INSTALLATING.

HONESTLY, I HAVE NEVER BEEN SO DISSATISFIED WITH THE ABOVE SO CALL SOLUTION TO THIS PROBLEM - WHEN IN FACT I WILL MENTIONED AGAIN I WAS NEVER GIVE A TOTAL AMOUNT OF CREDIT I WOULD RECEIVED - THIS IS SALT ADDED TO A WOUNDED WITH THIS COMPANY WITH ALL THE AGGRAVATION I WENT THUR AND CONTINUED TO GO THUR. I PRESENTLY CANNOT EVEN USE MY LAPTOP IN ANY OTHER ROOM IN MY APT THANKS TO TIMEWARNER . I REQUESTING A SIGNIFICANT CREDIT TO MY ACCOUNT NOT NO $25 AND CHANGE TO SATISFIED THE DISPLEASURE I HAVE HAD TO GO THUR IN ADDITION TO WHAT I AM CONTINUING GOING THUR.

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

Sincerely,

Business

Response:

[redacted] requested a call back at ###-###-####, she is available as late as 5;30 PM.

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 WILL CONTACT [redacted] TO SEE IF THIS CASE CAN BE COMPLETED

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

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: Time Warner Cable charged my credit card for monthly service AND notified my bank of its intent to charge my account. In the incompetent manner in which TWC processes these charges, the charge eats into my credit card's available balance TWICE. Hence, TWC improperly and wrongfully takes part of my credit line.

See bank report of TWC's improper practice at [redacted]Desired Settlement: 1) TWC should fix its dysfunctional billing software.

2) To compensate me for preventing me from using my credit card, TWC should give me a month's service for free.

Business

Response:

10/*/15I CALLED CUSTOMER ON [redacted] SPOKE WITH CUSTOMER IN REGARDS TOAUTOPAY AND HOW TWC TAKES OUT HIS PAYMENT. APOLOGIZED FOR ANY INCONVENIENCE. CUSTOMER IS FULLY AWARE HE WILL NOT GET ANY COMPENSATION FOR HOW TWC TAKES OUT HIS MONEY** JENN/CLIENT RELATIONS

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: [redacted] from the corporate office responded to a complaint that my daughter, [redacted], had submitted regarding billing issues, advertising issues, repair issues, sales issues, service issues, customer service issues, delivery issues, product issues, policy issues, and overall business practices at TWC. However, the bill was reduced only 30.00 and I am found paying the same amount every month. There was nothing truly resolved. Today, our internet service is not working. The technical issues have damaged our phones. TWC cable false advertising via television that their services are better than their competitors and this is a false statement. I am proof that they overprice their services, which do not operate according to their advertisement. I am constantly falling behind on my bill be because the bill's charges are not what they promised them to be. The taxes, fees, and surcharges are anywhere from 12 to 15 dollars and the late fees are usually 8.50 or higher. This alone is about 20 to 30 dollars per person. The billing seems to never be resolved and when you have paid one bill the next is generating. In the month of May two bills were generated. On May [redacted] the current charges were due and on May [redacted] the next bill was due in addition to the prior charges. On one bill 198.18 was the month's charges, and when I asked why I was told because I had added services. I did not contact TWC to add any new services. A replacement box was sent to be for the defective boxes. TWC workers refuse to assist me or my daughter and take ownership for their billing errors. We find their business practices to be illegal and they overcharge customers and overprice their inoperative services. The customer service reps and supervisors are very well-mannered and unprofessional. They do not consider customers who are elderly, disabled, and on government subsidies. There is not accommodation or consideration given. Technicians refuse to retrieve equipment when directed to do so. Products are defective.Desired Settlement: I would like for TWC to consider refund us in full for the years that we have not received the services that we were promised. Any credits may be deducted. It is unfair to sell a defective product and services that are in operable condition and pressure a customer to pay the bill regardless of the defective products or services rendered. We should be given the services we are paying for and not have to argue over the many errors that TWC knows they have committed. I can fax docs to you.

Business

Response:

7/**/14 Audio issues Home network, I/R mdm/mta 8/**/14 Picture quality, intermittent HSO Housewire fault, repl fittings 9/*/14 Internet speed issues Disco at tap, housewire fault, Replace fittings, Irr Hw Coax, Failed equip, swap HD DVR 1/*/15 Internet speed issues Office account fault, cpe config fault A review of our records does not confirm that their services were inoperative as they have described. There is no record of area issues. TWC has issued credits totaling $223.79 since July, 2014 for the customer’s reported loss of service and inconvenience. There is no basis for further credit. TWC will provide credit as described in our Subscriber Agreement, which can be found at http://help.twcable.com/html/twc_sub_agreement.html and as required by franchise and regulatory obligations. To clarify, TWC’s credit policy states the issuance of credit is justified after a confirmed loss of service for a minimum of four (4) consecutive hours on a substantial portion of your service package. Service loss is confirmed either by an area wide outage or by a repair technician on an individual basis (a service call to your home). The issue also must be confirmed as cable-related (and not the result of customer equipment).

Review: I've been a Time Warner customer for over 3 years now. I moved to a new apartment July [redacted] and called Time Warner to cancel my plan as I saw RCN had a better deal. Upon calling Time Warner and telling them I wanted to cancel my service I was told they could discount my internet package to $45 a month for 12 months. I told them I would be interested in that and renewed my service at my new apartment.

I am now receiving bills at my new apartment for my internet package at $62 a month. I called Time Warner to try and remedy this problem only to be on the phone for over 2 hours with a customer service representative that in the end told me there was nothing she could do to help me. I find this totally unacceptable. I stayed with Time Warner because I was promised this special rate and now I'm being told that it can't happen.Desired Settlement: I want what I was promised. $45 a month for 12 months that will include my current internet plan.

Business

Response:

8/**/14 CONFIRMED CREDIT ON THE ACCT .... TOLD SUB THAT THERE ARE

CREDITS $38.70 + $45.00 THAT WILL SHOW ON HIS NEXT MONTH BILL.

I ADDED PROMO FOR $34.99 X 12 MONTHS AS REQUESTED.

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:

They say they are giving me a service plan for $35 a month but with all the fees for wifi, high speed, ect, it is much more than $35 a month. I was promised the exact same internet plan I had at my old apartment for $45 a month. That plan included everything, wifi, high speed ect. The $35 a month they are claiming is not all inclusive.

I want what was promised to me- $45 a month for the same plan I had at my old apartment.

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:

Like I stated earlier, a Time Warner employee guaranteed me a full internet plan for $45 a month for 12 months, everything included. I will not accept anything less.

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

Sincerely,

Business

Response:

TWC cannot honor rates customer is demanding. As a gesture of goodwill credits totaling $83.70 were applied to the account to acknowledge customer's concerns. Rates now offered are lowest rates available.

Review: I cancelled my time warner cable service last MAY and am still waiting for the company to refund me $49.95. they continue to send me statements every month reflecting a $49.95 CREDIT but haven't sent me a check. I have called TWICE to have them send me the refund but they still.... 8 months later-- still haven't sent one.

on the more recent request I got a ticket # ([redacted]) and spoke with [redacted] (rep #[redacted])Desired Settlement: immediate refund

Business

Response:

As of 12/**/14 the refund check was in processing, it will be received within 3 weeks. TWC apologizes for the delay in the processing of the refund.

Review: From the minute my wife signed up for internet service with Time Warner Cable we've had nothing but trouble. My wife ([redacted]) called and set up an appointment for TWC to install internet service in our new house. I took the day off work to wait. They were supposed to come between the hours of 12 and 4 but they never showed up. Around 3:30 I got a phone call from a TWC promotion trying to sell me service and I explained to him that I was awaiting a technician to install my service as we spoke. He said he saw no such appointment for that date. I called TWC to verify and they told me that they also saw no such appointment but that it was not a problem because they could set me up an account over the phone and turn on my service remotely. I agreed to this option and they did set me up with an account as well as got my service up and running without having to send a technician. The next morning the service stopped. I called Time Warner and they said there was nothing they could do but send a technician to look at it in about a week. When he showed up, he said the account was turned off from the box outside and he turned it back on. Meanwhile, my wife's credit card was charged for the account they never set up and when she called they said they couldn't find her information so there was nothing they could do. She has to dispute the charge through her credit card company. At no point during any of the many calls I made to Time Warner did the agents offer any compensation or discounts for any of this hassle. Instead they repeated the words "I'm really sorry" and "There's nothing we can do." Now I get a bill for 127.88 from the year 2009 that I had no idea existed. It never went to collections because they said that my social security number was not on file for that account and they knew it was me because my current number was listed as an alternate number on that account. They never called that number or sent me a bill otherwise I would have paid in 2009.Desired Settlement: I would like to be reimbursed the 127.88 that they charged me for the 2009 service. As far as I'm concerned that is fair for me missing a days work to wait for a scheduled appointment that never showed up. Also, if they had my number all this time, they should have called. What is the point of having an alternate number if you're never going to use it? My number has not changed and I was never made aware of this bill until 4 years later!

Business

Response:

[redacted] account was connected 11/*/13, a service issue for the account was addressed on 11/*/13. As a courtesy, one of our Help Desk agents provided the customer with a special promotional $34.99 rate for internet service for 12 months, and free Turbo internet service for 6 months, both effective as of 12/*/13. In addition, our agent also provided a $25 service guarantee credit to the account. [redacted] also made a payment of $127.88 for the balance that was due on his previous account.