Time Warner Cable's New York City Region

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: 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.

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: 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: 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'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: 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 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: 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: 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: 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 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: [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: 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 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,

I signed up with time warner as a new customer actually coming back to their business. they offered a promotion for a $300.00 [redacted] card for siging up but to also make sure payments were not lat first three months well when ever I got the bill I paid it right away they are telling me I missed the first payment but I never received a bill plus I never received an email either for the promotion. To me this is false advertisement and they lied telling me they sent a bill that I never received. I would like it noted as well when I spoke to the rep that set me up she stated there were other complaints about not receiving the reward. I would like something done I'm not sure how many people they pulled this on but I would love to know. All my bills have been on time with the payments except the first one don't you find that strange? Thank you for your time I am however disapointed with the way they work with their public. I also checked back in april or may and was told I was eleigble and before you kno it I wasn't I can't figure iut why.thank you for you help . I don't feel they should offer a promotion if they are going to go back on their word and not follow thru and to call me a liar to boot that my payment was not in on time. Shame on them regards [redacted]

Review: Back around 2009, I had a line of service with Time Warner Cable. But back around in August 2013, I had called to cancelled my service with them for personal reasons because I was being carged about $80.00 to about $100.00 for the TWC service. So I had called to cancelled the service with them and I had send them back my cable box by UPS where they had received the box within the next 3 to 4 business days. However, less then a mount, I had received a phone call from TWC telling me that my account with them was "changing." So I had called them up explaining that I had cancelled my service with TWC, but it took me about an hour explaining it to there representative and was bounced from various represrntatives explaining it to them where I was told that they had adjust my account to about $45.00 (so I had thought). Yet I had NOT received any bill at all from TWC since I had cancelled my TWC service. So I had called on numerous times asking them about the bill and verifying that if my TWC account was cancelled, but was they told it was cancalled and told me "not to worry about it" (the bill) where things had supposely be back to "normal." On 1/*/2014, I had received a threaten letter from the "credit management" and was told that I had to pay $145.46. So I had called TWC and was told that I that everything was "correct" and refused to appeal the admount plus was extremely nasty with me. I had NOT received anything since August 2013 until now!Desired Settlement: For TWC to stop adding me to there "credit managrment" (third-party) and to adjust the admout for cancelling there TWC service.

Business

Response:

1/**/14 CUSTOMER RETURNED MY CALL AND HE WAS ADVISED THAT I WOULD BALANCE ACCOUNT AT ZERO. HE IS SATISFIED AND CONSIDERS THIS MATTER RESOLVED......[redacted] AGENCY RESPONSE TEAM 16:45HRS

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.

On January **, 2014, I have spoken to a female representative from Time Warner Cable (name unknown). She had told me that she had credited my account of about $135.00 to zero my account with Time Warner Cable.

She had told me that I will not receive anymore letters or phone calls from there collections agency (third-party) at all. Yet she had told me that the phone calls will stop as of January **, 2014. So my case against Time Warner Cable is resolved. So I am requesting that my case against Time Warner Cable to be closed.

Sincerely,

Review: I have had intermittent Internet service with Time Warner Cable. I called on March [redacted] to arrange a home service appointment on Saturday March [redacted]; it was scheduled at 4 pm. I was told that I would be contacted 30 minutes prior to the technician's arrival. The technician did not show up and did not call; so I contacted Time Warner Cable customer service who stated that the individual was running late. I told the customer service representative I would have to cancel the appointment as I am a doctor and had to be in the hospital that evening. Upon speaking to a supervisor, my appointment was rescheduled for March [redacted] between 8 am and 12 noon. As I am a physician who communicates medical information electronically and will be working 12 days straight, including call; I stressed the need to have my Internet repaired in a timely manner. Customer service contacted me by phone but disconnected before the problem was resolved. Need URGENT assistance to resolve this matter as I am a [redacted] doctor and need access to patient records electronically for medical emergencies.Desired Settlement: Need Internet repaired emergent,y with refund for time.

Business

Response:

On 4/*/14 a TWC technician confirmed the issue was with the customer's router, service issues were 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: 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.