Time Warner Cable's New York City Region

Review: I always had many issues with this company since I signed up with them, I had service with them for almost a year.,at beginning of October I ask the service to be disconnected, to do so, you have to grab a chair and wait long periods of time because they will transfer you from one line to another and nobody really helps you. Horrible costumer service.

when I called at the beginning of October to disconnect, they said that I have to return the equipment and they will give me a REFUND for over $100.00, that I will get most certainly a check in the mail but I had to return the equipment myself.

I did returned the equipment 2 weeks later and at the counter they told me that I had a pending balance of $132.00. I don't know how but I did. I call the costumer line, explained what happened and quested access to my monthly bills to dispute the charge. They cut me the access to my online account as soomn as I disconnected, so I have no way to check the details of those charges. that same week I requested a copy of the monthly bills to be sent to my house, I never got them.

during December they sent a bill for that amount but no detail of why are they charging. Right Before Christmas I Called again and complained about never receiving the bills, they said will send them by mail, right now it's more than 2 weeks after and I don't have them yet. I asked them to put a hold on that charge and not send me to collection, they said they will but for sure they did not.

I have recieved a letter from a collection agency 2 days ago. I call them to explained the situation, they say can do much and I have to call TWC to solve the problem.

I just called TWC again today, the agent checked my account and told me that there is no pending balance I asked him to transferred me to a supervisor and they put me more than 30 min on hold trying to get me someone to help me, I had to hang up because, couln't hold more........unacceptable.Desired Settlement: Just want them to explained me why is this charge, why they said first I will get a refund, later was a pending balnace and this very last time I called they said that there is no balance at all.

Business

Response:

On 1/*/15 [redacted] left a voice mail message offering assistance. To date there has been no reply.

Review: I was a [redacted] customer, I received a promotional advertising letter from Time Warner Cable where it says "Switch to Time Warner Cable today, and receve a Dell Tablet and PC in one ( Dell Inspiron 11 3000 Series 2 in 1).

My son need a Tablet PC, he convince me to switch to TWC in order for him to get the computer, so I can save money because my economic situation is no doing well at this moment.

I spoke with [redacted] & [redacted] both customer service associated asking them about my promotional reward, I was told by them if I want to be reward I need choose a complete package, which it does not says any thing like that on the advertising letter. I just select the package that the promotional letter showed. Also the letter said "Order now and get you Tablet PC, Limited-Time Offer"

I hate to be deceive, swindle or cheat, I was very happy with my [redacted], but because my son convince me I did switch, so I would be so happy if a agreement is settle, and my son will be very excited if he get the Tablet.Desired Settlement: I want TWC delivered was they promise in the promotional advertising letter.

Is time business stop using gimmick to capture o bring customer over.

Business

Response:

On 9/**/14 customer was advised he must keep his account current for 90 days to be eligible for the offer. A credit of $76.89 was issued and customer was advised $25.00 phone activation fee cannot be credited.

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:

It's amazing how businesses try to attract customers, no matter the deceptions, lies and blackmail used. Being a [redacted] customer for years, had received repeated offers from other vendors most of the time ignoring all of them; but more than four months ago, my youngest son, inspired and attracted to a promotional offer by Time Warner Cable, convinced me to change services from [redacted] to Time Warner Cable due to the offer made by them. In my hands I possess the promotional offer made by time warner cable, saying: Change your services to TWC and receive a Table and PC in one (Dell Inspiron 11 3000 Series 2-in-1).On October **, 2014; I complained to Revdex.com, about the lack of professionalism, and little commercial ethics as this business is handled; then, Time Warner Cable forced me to make three consecutive payments on time, and provide proof of my previous supplier ([redacted]); I fulfilled the requirements, but still received a call from [redacted], two weeks ago explaining that I did not qualify for the offer (computer), she did not give me any reasons. Should clarify that [redacted], showed all interest in solving the case, but I get the impression that the problem is out of her hand. I need the help of Revdex.com, because I was happy with the services provided by [redacted]. The only reason to change was my son interest in the computer.I am not a writer, but I hope to get to my point. Thanks in advance for you understanding and cooperation in this matter. Waiting to hear from you, Sincerely [redacted]

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

Sincerely,

Business

Response:

Customer has agreed to further credit of $200.00 to resolve the issue.

Review: Back in November a sales rep at time warner informed me if I signed a new two year contract I would receive a galaxy note 8. I then choose the appropriate package and got my new dvr box and went home. Two months passed and I didn't receive anything in the mail. I then called and spoke with someone on the phone. She said that in about a month and a half I should get a brochure in the mail and I would need to fill out and send back to get the tablet. I never got anything in the mail since. I called yesterday on May [redacted] and spent over two hours on the phone trying to find out what happened. I was told that the package I have is not eligible and there was nothing they can do. Finally I was told they will credit 40$ on my bill. I was not satisfied and asked to speak to a supervisor. I have yet to speak to one. I called back multiple times and either got disconnnected or left on hold for over 45mins. After calling again they took my number and said someone will be intouch with me. Over 24hrs passed and no call back, so I called and was told that the issue was resolved without someone calling me. I kept asking to speak to a supervisor to find out how and what the resolution is and how can they come it without my opinion but again was either disconnected or left on hold for over 25mins. They said there's nothing they can do and that It was my fault. I was either lied to by the sales rep which I don't understand because the first time I called they didn't mention anything about me choosing the wrong package. I was told everything is ok and I should wait for the brochure.Desired Settlement: I held up my part of the contract in that I pay my bill on time as I have been for over 12 years and would like for them to hold up their part and ship the galaxy note 8 that I was promise at the time I sign my new contract.

Business

Response:

Customer has been advised he is not eligible for a tablet as he went from one Triple Play package to another.

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]

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:

That was not what I was told when I signed the new contract. I was not informed properly and now I'm stuck in another two year contract because of their mistake. They have done nothing to make amends with me over their mistake.

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

Sincerely,

Business

Response:

Customer is in a package which is in effect for 2 years, there are no early termination fees, no penalty if customer disconnects.

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: 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: Receiving paper marketing mail for months, despite repeated requests for removal (and the fact that I am and never have been in their service "footprint"). When I was asked yesterday to provide a callback number for a follow-up from a supervisor, I specifically stated that I was not providing the number for marketing purposes and did not give my permission for the number to be added to any calling lists; hours later, I received a marketing voicemail. (I never got a call from the supervisor.)Desired Settlement: Minimum: permanent removal from their mailing & calling lists. (In addition, fines, penalties, etc. in fitting with the worst kind of business practices.)

Business

Response:

On 9/**/13 [redacted] advised [redacted] we are removing his information from our database.

Review: Let me start off by saying that dealing with Time Warner has been a complete nightmare. We are a small business that moved to a new location in April 2014. Approximately 1 months prior to the move, I scheduled Time Warner to pick up their equipment (router, etc.) on March ** and specified that we would not have access to the that building after March [redacted]. That said, the equipment was not picked up by Time Warner. The old location was nice enough to work with me in MANY times scheduling a date for Time Warner to pick up the equipment. Needless to say, Time Warner never picked up the equipment. We physically removed and delivered the equipment to Time Warner. To spare you all of the details, our account was finally straightened out in August - yes, approximately 5 months later. Since the building we were moving to was wired with Time Warner, we had no choice but to keep Time Warner as our internet provider. Since April, we have many, many, many times complained that we were experiencing problems with our internet which, in turn, caused problems with our VOIP phones (voice over internet). We are a small firm and constant internet outages and dips in speed causes major problems for us. Time Warner kept running tests from their location and kept stating that they saw nothing wrong with our internet service. Finally, on October *, 2014 (yes, 6 months later), a technician was dispatched and he determined that there is a problem with our internet -- a jitter/latency problem -- and that a Plant Maintenance technician will have to be dispatched to fixed the problem. The technician stated that the problem is coming either from the 500 cable (outside the building) or the tap (where it branches off to each floor in the building). After several Time Warner adjournments, a plant maintenance technician did come to our office late on October **, 2014. The plant technician stated he saw the problem and believed he might have fixed it. I called the technician the next day and left him a voicemail stating that the problem was not fixed. On October **, 2014, I called the plant maintenance technician again and informed him that the problem still persisted and I wanted to know when he can come back to our location to fix it. He stated he was very busy and that he would have to speak to his [redacted] about scheduling an appointment. This is unacceptable!! Even our rep is unable to speak to a [redacted] in the plant maintenance department. As soon as our current building is finished installing the cables for a different provider, we are DEFINITELY getting rid of Time Warner. Enough is enough!Desired Settlement: Have Time Warner fix problem.

Business

Response:

Closed based on action taken on account and pending external access approval. [redacted] of our Business Class escalations team oversaw recent appointment scheduling and has advised of rescheduling pending external approval for access. [redacted] will follow up, but can also be reached at [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 issue with the internet speed still exists. Time Warner keeps giving deadline dates for the resolution of the problem but that problem has NOT been resolved. I have been informed that the issue will now be resolved by the end of the day on 10/**/2014. Again, as of this moment, the issue has NOT been resolved.

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:

Once again, I was informed that the problem would be fixed on 10/**/2014. As of this morning, the problem has NOT be fixed.

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

Sincerely,

Business

Response:

Time Warner Cable has replaced cable lines and other equipment to correct any residual service issues that were being experienced by the customer. [redacted] of our Business Class escalations department confirmed with [redacted] this morning that the service is operating satisfactorily. [redacted] has provided [redacted] with his contact information in the event that the service problem reoccurs.

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: I have called in excess of 5 times, transferred numerous times, spoke to 8 different persons and no one could help me reset the my account password! A simple password reset. Spent over 2 hrs on phone between all calls.Was told to use forgot password link which doesn't work! No Manager or Supervisor would get on phone to help me. Very aggravating! !!Desired Settlement: I want my problem/password fixed/reset.

Business

Response:

On 10/**/14 [redacted] left a voice mail message noting customer must work with TWC's collections department to resolve the issue.

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: 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: On August [redacted], 2014, I received my August statement. I was charged in the amount of $141.46, when my regular monthly bill doesn't exceed $97. Time Warner Cable added a service "MLB Half Season Pass 1 Of 4" of $29.99, plus partial month fee of $7.73. They also billed me for Epix subscription of $5.95/month. I called customer support on August **, 2014 to remove these charges from my account, and I was assured that they had been removed.

Today, on August **, 2014, I logged in my account online to pay my bill only to find out that my current balance due was $236.15. The customer service representative, instead of removing the charges for Epix and MLB Half Season Pass, kept those charges and added another charge for "MLB HALF SEASON PASS 2 THRU 4" in the amount of $89.97 and franchise fee of $4.72. When I called customer support, I was not provided an explanation of why the initial charges for MLB half Season Pass and Epix and partial service fee had not been removed, let alone why Time Warner Cable added another 2 charges of $89.97 and $4.72. The representative [redacted] (code [redacted]) removed all the charges and told me that my final account balance was $108.13, which is almost $20 more than my regular monthly bill. She didn't provide a proper explanation why the final amount is so high. She only told me that the final amount may different, and I will find my account balance in 24-48 hours.

The representative was rude and unknowledgable. The whole customer experience with Time Warner Cable is far from satisfying. Time Warner Cable keeps increasing a monthly bill on a regular basis, without any explanation. TWC adds services and fees to my account without my consent, and I have to waste my time by calling TWC to remove charges that I was not supposed to be charged from my account.Desired Settlement: Want all the charges for services and fees I didn't subscribe to to be removed from my account and to be given a credit to the account for all the time and energy I had to spend by dealing with incompetent customer support.

Business

Response:

On 8/**/14 [redacted] issued a credit of $14.75 to resolve the dispute. Customer accepted.

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,

Review: I,paid all my bills on time,and all my taxes,I, have a good credit.I feel and injustice was done to me.I have a good standing with T.W.C but they are abusing by sending me bills with diferents amounts all the time.on january 2014,they charge me 320.20,I, never have acces to make international calls directly from my home phone. we were making calls buying and using calling cards. they offer to discount me only $60.oo ,I said No.I told somebudy Iwill paid but stop doing it .Idid paid that amounth.and the same person tollme from now I will paid only from $120 to $131.00 with tax all included.in february my bill was 120.99 I did paid all ready.BUT NOW AGAIN I DID RECEIVED YESTERDAY 03-**-2014 BY MAIL THE NEXT BILL WITH THIS AMOUNT $304.17 YET NOT I AM CALLING THEM.I willend my service with them.but I want to make this complaint first so that other people will not pass them the same as mE. thank you for you attention and time.Desired Settlement: if they are serious and honest company,I want them to keep there word by the amount we discussed,witch is $120 to $131.00 if they do, I will gladed to stay wit them thank you.

Business

Response:

On 3/**/14 [redacted]apologized for any difficulty, she confirmed customer is enrolled in a promotional package and issued a credit of $178.56 for any disputed fees.

Review: I used to be a customer of Time Warner and they provided internet service to my apartment in Long Island City, NY, where I used to live about three months ago, . Weeks before I moved to Miami, Florida, I called Time Warner to cancel the account and they told me I would have to return the equipment for no additional charge or pay a pickup charge of about $40 dollars. I told them I wouldn't have time to return so I was ok with them picking up for that cost.

I had not heard from them until last week when I received a call from a collection agency saying that I had to pay about $90 to Time Warner, but couldn't explain the details of the charge. I told them I was not going to pay for something before knowing if the charge was legitimate.

I contacted Time Warner earlier this week to understand the charge and they told me they were charging $90 to replace the modem that was not returned because their policy does not allow their technicians to pickup modems, only cable boxes. This was not what they have informed when I cancelled the service before moving to Miami, so I explained to them that this was not what was agreed and that now I was in Miami, so even if I wanted to return it and solve their mistake of misinforming a customer I couldn't do it.

I spoke to a customer services supervisor, but their final answer was still the same: either pay $90 (more than double what I agreed) or return the modem for no charge.Desired Settlement: I obviously won't go back to New York from Miami to return the equipment, so I would like to pay what was agreed, which is the $40 dollars pick up charge.

Business

Response:

12/**/15 3:38PM - I LEFT A MESSAGE ON THE MOBILE ANSWERING MACHINE ###-###-#### IN RESPONSE TO Revdex.com COMPLAINT....[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:

This message is only saying that they left a voice mail, it is not a resolution. I called them back after the voicemail, explained the situation to another department and they were supposed to call me back with a final response, but haven't done so. best,[redacted]

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

Sincerely,

Review: I on or about April [redacted], 2015, I calked and spoke to a Time Warner representative, and asked her to help me find a internet and basic TV service, and we were on the phone for a while going over the possibilities. I just made a hard transition and my funds were low, and I wanted to get a less expensive plan than I already had. By the end of that long call, I had agreed to an iternet and TV deal that she said- and very CLEARLY, she said it would come out to about $76 or so a month including alll extra charges. I am very wary of charges that are added to the bill, so I was very clear about what we had agreed upon. The next month when I got my bill, it turns out she signed me up for a more expensive deal which was around $120 a month, which I never agreed to! And I am 100% clear on what we agreed on when we got off the phone! I then called spoke to another representative when I got that bill and she when she heard my problem, gave me to her supervisor, who told me they would review the phone call, which they record, and I have no problem with that, and they would get back to me in four or five days, and that never happend! Every few days I called back, I went through the same thing, winding up speaking to a supervisor, that said they would resolve the problem and get back to me which they never did! At least six times I called to try to resolve this, and I'm talking about over an hour on the phone each time! Then I received a letter in the mail from a collection agency looking to collect the amount of money for the services that I never agreed on! Diring the period I was waiting to hear from them,they turned on, and then they shut off my cable and Internet, so I didn't have any consistent service from them for the month of May and June. I wound up paying them what they wanted, which was more than I truthfully oowed, and now I have no Internet service in my apartment, nor do I have any cable TV! I'm disabled, so having a good Internet connection is important to me! I had to drop Time Warner, because what they did was inappropriate, and immoral, and their Customer service showed utter disrespect, almost in every instance! Where I live there is basically Time Warner. I have Time Warner is the only one that I could use in this apartment! I would like to have service from them, but I am very ambivilant about doing busines with them now. This means I am without Cable and internet! If they showed good faith, this would help a lot, because I'm afraid of retribution from them if I call them to get service again! The treatment of me was really lousy! Any help with this would be really, really great! If you have any questions please feel free to contact me.Desired Settlement: I would like Time Warner to review the phone call that will show that my complaint is valid-if necessary. I would like to reconnect with them, but I need to feel that it's in good faith, because I lost all faith with them, because of my experience with a number of their customer service individuals. If they could contact me and help me reconnect with their Cable/Internet, in good faith, that would be the preferable outcome.

Business

Response:

Ms. R[redacted] has left messages on 10/** and 11/*, she awaits a reply.

Consumer

Response:

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

Hello, I haven't received any messages from Ms R[redacted], or anyone from Time Warner. Thanks

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

Sincerely,

Business

Response:

11/*/15 9:47AM - I LEFT A SECOND MESSAGE ON THE HOME ANSWERING MACHINE, CONTACT EMAIL SENT..[redacted]

Review: The company has double-billed me for services and refuses to correct the issue.Desired Settlement: I would simply like them to refund my bank account for the amount that has been overcharged. I would also like an apology for them

Business

Response:

TWC apologizes for the difficutly. Steps have already been taken to address the customer's concerns. On 8/**/14 a follow up message was left advising the customer of TWC's actions.

Review: We have a contract with TWC to fix our service. For over a year we have had problems with our phones. They go in and out. THey work for awhile, then stop for hours at a time. I call in constantly. I have static on the phone, a busy signal on the phone, or the phone is just dead. I called many times and finally asked for someone to come over. On June [redacted], 2014 the 1st technician came over and changed the jack. He was on the floor for over 1 hour playing with the jack. He said he needed to change the wires. I told him to do so. He said it would cost me a lot of money. He didnt' check with TWC and told me to call several hours after he leaves to request TWC change the wires. It takes 5 minutes to change a jack. I can do it. He left and within 5 minutes all the phones didn't work. I called back TWC and asked why it would cost me a lot of money to change wires. THey said there was no charge and he should have changed the wires. THey sent another person. He came in and said that the splitter was broken and there was nothing wrong with any of the wires. He left our home and said he needed something and would be back. He left for 30 minutes. He returned with a new splitter. An [redacted] can see if the splitter is broken. He then just walked out again and said he needed somehting else. He returned 30 mintues later again. THe phone was working but I told him to check the other outlets and none were working. He said he had to get something and would be right back. He left for 45 mintues. We were waiting and no one returned. I called TWC and they said he closed the job and just left. This was going on from 11 AM to 5 PM. He just walked off the job. In the meantime, the modem stopped working, the phones stopped working. Then one phone returned. I was on the phone with various customer service people and a supervisor named [redacted] He said he would call me and arranged an appt for 6-7 PM that night. No one showed up. I called and they said they changed the appt for the next day at 3 PM. I asked why I wasn't even informed. How can you make appts without asking the person. I told them I will not be home. I asked for another supervisor. After 30 minjutes on hold, the phones stopped working. Call again, get a female supervisor and she said she couldn't get me someone tonight but would call me tomorrow at 9 AM and there would be a tech there from 10-12. No one called me. I called back again and a customer service person said the notes state she was to call me but she didn't and no appt was even made. (WHO IS THIS PERSON?) this is a supervisor? Then this person made an appt for me and gave me a confrim # [redacted] from 10-12PM. NO one showed up again!!! I call back they said the appt is 3-4 that day. There's no one that can come. This appt was confirmed. Does no one understand english? I said I wouldn't be home. Again another appt for sunday. No one has shown up about 4 times and supervisors lie and I've been on the phone for 2 days for about 5 hours. This is a disgraceDesired Settlement: I want my phones fixed and I want a free month of service

Business

Response:

Service repaired 6/**/14 (phone jack replaced). Services 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:

[Your Answer Here]Services working well. That's a joke! One jack is NOT working. And we had 4 people including a supervisor come here. One jack still doesn't work. We were supposed to be reimbursed for 2 weeks that my phones weren't working. Where is that credit? One man walked off the job. Two others didnt' have a clue. The phones worked for a few minutes then stopped.

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

Sincerely,

Business

Response:

[redacted] followed up with a reprsentative on 7/**/14, they noted that her concerns had been addressed.

Review: TWC has been putting unauthorized charges on my account for over 2 years now which I believe is either a technical issue on their side or some kind of fraud. They claim premium channels are being ordered from my remote but that is not the case. Many of the channels are in Chinese and other languages that I don't even speak. I have spent countless hours on the phone with them trying to resolve the issue but am getting nowhere because I have not been able to speak with a senior executive who would be able to actually resolve the problem. I have been speaking with people who read from a script. The TWC employee I spoke with today, [redacted] ext [redacted] said they would no longer give me credit for channels that I didn't order.Desired Settlement: I am requesting a $300 adjustment on the premium channels that I have paid for over the past 2 years that I never ordered AND I would like them to disable the option for any premium channels or ppv event to be ordered from the remote......this way if the charges continue to come up on my account they will know it is a gltich in their system and not me ordering it.

Business

Response:

On 5/**/14 [redacted] apologized and offered to assist. Customer stated he is going to [redacted] and declined assistance.

Review: My husband contact TWC over the phone I believe in beginning of June to request to take down their box. It was not even our service, it was there before we bough the house, probably from previous owner. We didn't really bother with what the box was until recently us and our child got stung by a wasp several times, which made us concerned. Wasps made a nest inside TWC box this or possibly last year. We were trapped outside our house for several hours since that box is locates outside until exterminator came at OUR expense.

Next day my husband called again and no one ever called him back. I emailed TWC support last week just to have a proof of us contacting them about situation, but it has been now 6 days and no one got back to us, not TWC representative, not local team. I want the box off my property ASAP. It is open and if my child gets finger caught in there, I would not be very happy. Someone has to take responsibility.

Not even that, I dont have to call 6 times and get frustrated about this.Desired Settlement: take down their box off my property

Business

Response:

Work is scheduled for today, follow up will be done on 11/*/14.