Time Warner Cable's New York City Region

Review: I purchase Time Warner Cable for myself and my 2 roommates when I moved into NYC. The was fine when it actually worked (which was probably 3/4 of the time), but that's not why I'm filing this complaint.

I had to leave the city about 6 months after I arrived, and when to cancel my cable contract. The rep I spoke with on the phone that handled the cancellation said that I had to remove all my equipment from the apartment (about 100-150 lbs of metal boxes), and that they would mail me a box to drop off the equipment. I left and removed said boxes, and lugged them with me out of the state. About 1 week later I receive a phone call from a nice man who was sent to my former apartment to pick up the equipment (this would have been SOOOOO much easier for me). I tell him the situation and he says that the main office will send me some boxes (with postage) to send in the equipment. 2 more weeks go by and I call the main office a few times and receive the same terrible customer service (really, I mean the employees just have an awful outlook on life, or they just constantly wake up on the wrong side of the bed, I ramble... ) where I am just transferred around the company, out to each borough and back, put on hold and then hung up on... Needless to say, nobody had a clue about anything and no boxes have EVER arrived (to this day).

Cue the harassing collections phone calls!! Now I get about 10-15 calls per day from some of the most obnoxious debt collectors... and I tried talking to them, guess what... they don't want the boxes either!!!

Doing business with this company makes you, literally... want to jump out of a window.Desired Settlement: PLEASE HAVE TIME WARNER SEND ME SOME CARDBOARD BOXES WITH POSTAGE SO I CAN SEND THESE METAL BOXES BACK TO THEM AND STOP RECEIVING HARASSING COLLECTIONS CALLS FOR THE BOXES NOBODY SEEMS TO WANT.

Business

Response:

As of this date equipment has not been received, fees apply.

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,

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: 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 is calling my home, on long island, for an account that is in california. I have spoken several times to customer service in regards to this issue, since I again live on long island where they do not even offer service. I was assured they would correct it, but it wasnt. I spoke to them again and, well, the person was not very helpful. He asked my account number, I dont have one as I do not have an account. Apparently because I do not have an account, my problem is not fixable. But they are still calling my house. 5 times today alone. And because of the time difference, these calls are late at night, waking my children.Desired Settlement: Stop calling my number

Business

Response:

[redacted] spoke with [redacted], who confirmed that one of the agents from California that she spoke with was able to correct this issue , and that she is no longer receiving the calls.

Review: We received a replacement cable box and called the customer service number to activate; the customer service agent tried 3 times to upsell a "bundle" that we were not interested in. After the phone call we discovered that the representative had initiated the "bundle" offer without our authorization. When we attempted to fix the problem, we were told that it was already in progress and unable to be rescinded. We were advised to tell the technician who will be visiting our residence (again, without our authorization) that we decline the service. Numerous and lengthy phone calls to Time Warner resulted in no change.Desired Settlement: Revert our account to the original settings before the rogue customer service agent changed it to the unwanted "bundle"

Business

Response:

On 8/**/14 a representative apologized for the difficulty and inconvenience. The packages and rates were reviewed. Customer settled on a new package and considers the matter resolved.

Review: I moved with timewarner to my new address, moving over all of my services and adding on additional ones. after some billing issues and multiple conversations, we finally got a correct bill that included an amount owed at the old address, $6.50. three months later, I get a CALL FROM A COLLECTIONS AGENCY asking for $75. I contacted timewarner immediately. they confirmed that I owed nothing. so WHY IS A COLLECTION AGENCY CALLING ME!!?!! I just received a letter to my current (was the new) address confirming the call. this is ridiculous. how can a real company operate like this?!Desired Settlement: I AM NOT PAYING THIS. GET IT SORTED OUT WITH THE COLLECTIONS AGENCY, because I ALWAYS pay my bills on time and have never had anything like this happen to me. This is an outrage!

Business

Response:

CUSTOMER MUST EITHER PAY FOR UNRETURNED MODEM OR RETURN THE MODEM. COPIES OF FINAL STATEMENTS ARE ATTACHED FOR REVIEW.

Review: Since I obtained service with Time Warner there has been problems. From the start I was told that I was entered into a debt forgiveness program since I had a past due account that was over 7 years old. The informed me that before new service would be started this must be cleared out. Upon clearing this balance to a zero balance I would get a installation date. I was given an installation date, and told that my installation would be free, that the INTELLIGENT HOME installation would be fee and I would receive a laptop and a $200.00 [redacted] credit card. None of which I ever received. It seems that my service began on July ** and on or about August ** I received a bill for over $1,500.00. I immediately called because to receive a bill in that amount was absurd. I was told this bill was correct and my account was past due and my service was cut off. I called again and again and finally spoke with someone who said they would look into the problem and until it was resolved they would turn my service on. This was done. However, nobody ever called. My service was turned off again. I called over and over and was told this was correct. I finally got someone who said they would look into the charges and would turn my services back on. This went on for about 2.5 months. I was then told that I could not speak with anyone in Customer Service but instead should speak with someone in the Intelligent Home area since this was an Intelligent Home account. I spoke with a supervisor who stated she would credit my account for all the installation charges. I was still told that my account was over 90 days past due and my service was turned off again, back and forth. I then spoke with someone in October another supervisor who informed me that he would get the service on but that there had to be a payment made. I told them I had no problem with making a payment but needed to know what I had to pay. He said he would turn my services on if I made a payment of $291 at that time and then schedule another payment of $291 for 10 days later. In the interim, he would look into why these charges were on my account. He never called me back, he did get my service restored but when the second payment of $291 was paid my service was cut off the very next day. This has been going on for over 5 months. I have lost over $20,000.00 in payments as I am in the business of [redacted] and unable to post my listings because I have no internet services. In addition, my home was compromised because I had no alarm system and I had to take off 4 days during the time that I had no alarm system. In addition, I had notified Time Warner that two (2) of my cable boxes were not working. They had not been working since early November. I called in for Technical support and they were unable to resolve the issue. I called constantly and nothing helped. Finally about one month later, I was sent a new box. I called technical support and still the box did not work. I called for a service call and they came out but because my son was 2 weeks short of turning ** they did not fix the box. I tried to reschedule and I was told then that because I had an outstanding bill that I could not place a service call. I should not be charged for not being able to use boxes that do not work. I should be credited for the 3 months the boxes did not work. In addition, I should not be charged for the numerous times my service was turned on and off due to an egregious error on the part of Time Warner from not crediting my account correctly and making it seem that my bill was 90 and 120 days or more in arrears when in fact it was not. The time and inconvenience I have experience I should be not only compensated for loss of service, loss of income, the stressful situation it has caused me and my family. In addition, I can not imagine that Time Warner would not offer me some compensation in the form of free service for 3 months or more. Making sure I received my laptop and [redacted] gift card. Instead I have received the most horrible service anyone could imagine. I have tried to make payments and for some reason they were rejected, I was told this was due to a glitch and my account was credited, however, I am unable to make payments through my checking account and this is not my error but a Time Warner system error and again I am being punished.Desired Settlement: Proper Credits on my account, my service reinstated with my account being restored with use of payment through my checking account, 6 months free service for all the egregious errors and money I lost during this process. If this did not happen and my account was credited properly my account would not have been turned on and off and on and off. It would have not shown my account delinquent for 120+ days had the credit been done in the beginning.

Business

Response:

Customer’s request for six months credit (totaling $1,457.88) is declined. Customer has been issued credits totaling $769.97 issued August, 2014, in goodwill as part of a “debt forgiveness” program. Customer accepted the credit and agreed to pay remainder due and in a timely manner going forward. Customer did not as the attached bills confirm. On 12/**/14 customer disputed [redacted] Pass package, which says she requested to be removed sub also wants to dispute two cable boxes that were not working today sub will receive two months credit for [redacted] pass $39.99 sub will also be credited $80.00 for the four payment reversal fees total credit adjustment $159.98. Total credits on bill: $186.89. Total credits issued $956.86 Payments were subsequently reversed, total reversals: $1,786.27.

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 matter is far from resolved. The credit that Time Warner gave to me was something that their company instituted which is called a debt forgiveness program for accounts older than 7 years. When I contact them they informed me that the previous debt had to be cleared completely through the debt forgiveness and the bill would be at a zero balance. There was no bill that was due and owing when I began my service on July **, however, when my first bill came in only 10 days later it was for the amount of $1,500.00. The actual credit was not given to me until end of October and because of this my service was constantly interrupted. As a matter of fact, nobody could resolve this matter and kept telling me that the charges were valid. I will pull my cell phone records to confirm that I spoke to Time Warner constantly with no resolve. As far as the Hindi pass, this was an error and immediately after the wrong button was pressed (3 minutes later) and the credit was issued. Constantly my service was disconnected, in addition to 2 of my boxes not working. I should not have to pay for services that are not working and for boxes that do not work. These issues were reported in November and never resolved, however, I was continually billed for these services and for the time my services were not work. I asked for a 6 month credit due to lost earnings. As a Real Estate Salesperson I depend on the internet and each time my service was disconnected, mainly because Time Warner incorrectly had the bill at $1,500.00 and it stated that my bill was over 120 days past due when in fact I had only commenced my service 10 days prior and this message kept appearing so even when I paid my bill it did not maintain in the system and turned my cable off. I lost in income over this period of time over $15,000.00. To ask for 6 months of service, equaling approximately $1,500.00 is nothing compared to the monies I lost due to egregious errors , incompetent customer service knowledge and skills as well and unprofessionalism. Time Warner should be ashamed of themselves. With regard to the $80.00 reversals this was due to a system glitch as I checked with my bank and there was nothing wrong. I was told by the representative that this happens often so the credits were applied. Time Warner has only given me credits where errors were made on their part. They have done no courtesy to me for the horrible service I have received over the last 6 months. There is so much more that occurred, and I would think Time Warner would make its errors correct and as a courtesy for all the inconvenience, loss income, etc., issue me some courtesy services. I am so upset that I have spoken with the Management Company and asked them to review their contracts that I negotiated in at least 50 of our buildings we manage each with units from 70 - 450 in New York City, Brooklyn and Queens. That is some 8,000 plus customers and to dissolve their relationship with Time Warner Cable. I am that upset about this matter. I sincerely hope that Time Warner will resolve this matter amicably. I would even accept an apology and wiping out the current bill and 3 months of complimentary service. I think that is a small price to pay for such an egregious mistake and the possibility of losing 8,000 customers. Thank you for your attention to this matter. Sincerely yours,[redacted]

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

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 owe me mony and credit for turning my service on and off and on and off. It may have been credited in August but it was not reflected on my bill and that is why the service what continually turned off because this credit was not shown in the system as resolved even in October. I spoke to a supervisor who informed me it was still showing and he advised me to make those payments in order to turn my services back on and after the second payment was received they still turned off my cable. I am a RE salesperson and I lost an enormous amount of business and they are responsible

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

Sincerely,

Business

Response:

TWC's position remains unchanged, TWC will not interrupt service unless an account is in a delinquent status. There is no basis for credit to be issued as payment was not remitted on a consistent basis.

Review: We received a letter from time warner cable in october 2013 informing us that our contract at the rate of $124.19 was coming to an end in november.I called in november and was offered an extention of the contract for a further 2 years at the rate of $124.19We received another this week which is almost identical to the one we received in october 2013. Only this time it informs us that our contract rate at a slightly higher rate of $129.19 is coming to an end. We made numerous calls to time warner cable today, however we keep getting transferred and no-one seems to understand the issue, and almost 45 minutes and 8 reps, nothing has happened.Desired Settlement: We would like time warner cable to honor the 2 year extention at $124.19 which was accepted november 2013 for 2 years.

Business

Response:

On 1/**/14[redacted] apologized and offered to apply monthly discounts totaling over $20 per month for 24 months. Customer accepted.

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 received a telephone call from Time warner cable in relation to my complaint. The consultant was not very knowledgable and did not know how to access the notes. I asked to speak with her supervisor after explaining the situation numerous times. I was informed I would recieve a call by her supervisor, however I did not get any call back.

The response from time warner cable is false, as the consultant did not know anything about the issue, let alone offering me any type of credit.

I would like timewarner cable to get a manager to assist in resolving this matter.

Sincerely,

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

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:

Review: Our internet connection has been out for 2 days. Time Warner says that to fix it we would have to pay for a technician to come out. It is their product and service and they should fix it without cost. We are paying for a service they aren't providing.Desired Settlement: Repair service free of charge and refund for missed days of service.

Business

Response:

A repair call arranged for 8/**/14 with [redacted] was cancelled as the area was in an outage. Customer has [redacted]'s direct number for future assistance.

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 requested Time Warner give me something in writing stating there would be no charge for the appointment. Since they won't provide this I cancelled the appointment for fear of being charged. I will request something in writing per instructions by their agent.

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

Sincerely,

Business

Response:

Customer has arranged a repair call on 9/**/14 to address the issues.

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. The problem seems to have fixed itself through no action of TWC's.

Sincerely,

Review: I have been having trouble with cable for over a year. they have supplied about 8 replacement boxes. the latest provided on march *, 2015. this did not solve the problems and it persists (lack of on demand and/or start over, sound disappears, pictures freezes,please wait appears mid program, program ends mid program, services cut out midway, etc.) etc

two days ago I asked for a supervisor when I called [redacted] - today I followed up and there was no record of my request. nor do they care if I remain as a customer.

they are hostile and dismissive and do not care about their customers except to put them of. I would call this customer disservice.Desired Settlement: I would like to have the services I pay for and not have someone replace one box with another that does not provide proper service. if time warner cannot provide equipment that keeps up with their computerization they reduce the cost to reflect the actual service they provide.

somebody should oversee what services time warner actually provides.

would like some credit on my cable that considers all of the time I have spent trying to get proper repairs. the fact that they credit a few hours/days of lost service is no longer adequate.

Business

Response:

On 3/**/15 [redacted] verified that all issues had been addressed. [redacted] offered future assistance. On 3/**/15 [redacted] left a second message.

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:

first of all, [redacted] has been mostly hostile and demeaning.I will no longer speak with her.[redacted] has scheduled an appointment for the upcoming friday.she did not indicate that the technician must witness the problem as [redacted] stated - twice.that is the reason I considered this inconvenience.

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

Sincerely,

Business

Response:

TWC regrets [redacted]'s lack of satisfaction but as she has been advised, in order to address the issue our field staff must witness it. If they cannot witness the issue they cannot repair it. Since the problem is intermittent TWC is limited in options to address the problem.

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:

a computer must respond to these complaints.time warner does not have a solution or idea of how to fix the problem other than to lay it at my feet.I have a better chance of winning the lottery than I do of having a repair person some at a time when the problem is occurring.time warner will probably provide even less customer service once their new purchase is completed.does not bode well for TW customers.

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

Sincerely,

Review: I order [redacted] internet service and they want me to call time warner cable to install [redacted] internet in my apartment. I call time warner cable to tell them to install [redacted] internet service and they don't want to install [redacted] service because they say I that my mom and my daughter owe them a bill.and that I owe them a bill. We don't owe them any bills.They have the service from owe apartment close because we owe and we don't owe them anything. I want them to install [redacted] service in our apartment.Desired Settlement: I want time warner cable to install [redacted] service in our apartment

Business

Response:

I LEFT A MESSAGE, VOICE MAIL, "REACH" NUMBER ###-###-#### (AT 9:20 AM) NOTING CASE RECEIVED FROM Revdex.com, STATED CUSTOMER MUST WORK WITH RISK MANAGEMENT, CUSTOMER SHOULD CALL ###-###-#### FOR ASSISTANCE. I OFFERED MY NUMBER AS A BACK UP BUT NOTED RISK MANAGEMENT IS HANDLING. FOLLOW UP EMAIL SENT TO [redacted] RESTATING INFORMATION GIVEN IN MY VOICE MAIL.

Review: I’ve opened this case in order to collect reimbursement for damages to my property caused by Time Warner Cable Inc. during initial service installation, and subsequent costs associated with fixing said property.

I’ve owned a Tivo Series 3 (TCD648250B) since November 2007, and have used it previously with both [redacted] and [redacted] over the course of those 7 years. With both previous cable operators, I’ve had 2 cablecards installed to make use of dual tuning capabilities. I requested 2 cablecards to be installed as part of my Time Warner cable service which began 3/**/2014.

Time Warner Cable sent a technician out on 3/**/14 in order to ready my apartment for service and install the 2 cablecards. The first card was installed by the technician and configured fine. The second card was installed by the technician and did not work correctly. The tech stated that he thought it was a faulty card and needed to get a replacement, however I took a closer look at that point and and noticed that the card was bent. The tech had tried to jam it in and had caused several pins to break in the Tivo cardreader slot. Once the pins are broken, the cardreader is useless and therefore dual tuning is useless.

The tech gave me the phone number and email address of a Time Warner business unit that specializes in handling damage claims. The number is ###-###-#### and the email address is [redacted]. I believe the representative I spoke with was [redacted]. [redacted] was initially very responsive to my claim request, until I told him how much a replacement Tivo with lifetime service costs (~ $900). He told me that Time Warner Cable couldn’t help me and would not process my claim.

Being out of options, I took matters into my own hands. I immediately added a set-top box to my account for 1 month at $15.25 in order to maintain TV service during this period.

I sent my unit into a Tivo repair company called Weaknees. They were unable to repair the damaged cardreader assembly, and I was not reimbursed the initial shipping cost of $27.78. Further, the power supply of the Tivo unit was damaged during shipping, which forced me to replace several power capacitors in order to get the PSU working again. These capacitors cost $17.18.

My next step was to purchase a used Tivo Series 3 (TCD648250B) off [redacted] in order to get a working cardreader assembly. This used Tivo cost me $116.40. I successfully swapped the cardreader assembly and replaced the capacitors on the PSU. At this point (5/**/14), I had a fully working Tivo unit. I took the set-top box back to Time Warner Cable and procured an additional cablecard.

Here is a list of the costs I was forced to cover. I have receipts to prove each item:

$15.25 – TWC Set-top box cost for 1 month

$27.78 – Initial shipping cost to Weaknees

$116.40 – Used Tivo Series 3 (TCD648250B)

$17.18 – Replacement capacitors

Total cost: $176.61Desired Settlement: In summary, the $176.61 that I was forced to spend in order to repair the damage caused to my Tivo by a Time Warner Cable representative needs to be reimbursed by TWC. It is the responsible thing to do as they were responsible for the initial damage that caused this. I’d prefer the cost be reimbursed directly to my TWC account. The only alternative will be to keep this case open on the Revdex.com website in order to warn other potential TWC customers about the risk in doing business with them.

Business

Response:

On 7/*/14 a follow up message was left stating the TWC technician and foreman have denied causing any damage.

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:

Time Warner is not acting in a responsible manner here. They did cause damage to my Tivo and are refusing to acknowledge it.

Please leave this case open to the public so everyone can see it. Hopefully this will dissuade others from using this service if they have an alternative.

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

Sincerely,

Business

Response:

TWC regrets the customer's dissastifaction with our reply, however, TWC must stand by the report of our field foreman and technician. They state they did not cause the damage. TWC is not accusing the customer of filing a false report, TWC is merely reporting the information provided by our field staff.

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:

TWC refuses to rectify their mistake. You can mark the case as closed however please make sure it shows that I was not satisfied with the response.

Also, I'd prefer the case to be viewable so others can reference it.

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

Sincerely,

Review: My husband and I are in the process of moving. We called TWC on 12/**/14 to transfer my service to the new address for 1/*/15. There was no problem with this transaction (they didn't even place me on hold. Since, both my cable and internet service has not been up to par (the duration of the service), we decided to cancel service with TWC altogether. Once they found out I wanted to cancel the appointment, they transferred me to 4 different departments. Each one telling me that I was in the wrong dept. this took exactly 1-hour on the phone. Then they hung up the phone. So, I called back and for another twenty minutes they told me they cancelled the transfer service. I then called back to cancel the entire service, they told us they couldn't because the system wouldn't allow them to. We dealt with the terrible service for two years and just sucked it up. We feel hostage to TWC not allowing us to cancel. This is a "no contract" package and we have every right to cancel. They do this to discourage you. We have ALWAYS paid our bill yet we are unjustly treated as we try to exercise our right to cancel service with a business that has been absolutely terrible.Desired Settlement: We want TWC to stop giving us the run around. We want them to be as knowledgable disconnecting our service as they are welcoming new service. We want TWC to disconnect our service in its entirety IMMEDIATELY as of 12/**/14!

Business

Response:

TWC regrets the difficulty described. TWC will forward a copy of the complaint file for internal review. Again, TWC apologizes.

Review: We had scheduled Time Warner Cable (TWC) to upgrade our cable card for TiVo. They were scheduled to arrive at our apartment on Tuesday, June ** between 9 and 10 am. At 8:50 am, I received an automated call from TWC saying that our technician would be arriving shortly. In fact, I got 3 such automated calls from TWC within 5 minutes. Then, I received another call from TWC saying that the technician didn't have the right part in his truck, and asked if they could reschedule for between 11 am and noon. I said OK. At 12:30, TWC still had no showed up, so I called TWC and they said that he would be there shortly. Nobody showed up. At 2 pm I received another automated call from TWC that the technician would be arriving shortly. Nobody showed up until after 3 pm. The technician was there for a while, but then said he needed to "step out." He was gone for an hour! At 4 pm, I called TWC and asked them for the status, but they couldn't figure it out. He finally showed back up, with someone else, and finally performed the service. They left at 4:45 pm. For a service for which I had a scheduled appointment between 9 and 10 am. I wasted my ENTIRE DAY waiting for these people for a SIMPLE PROCEDURE. This is absolutely inexcusable.Desired Settlement: I would like the service to be complimentary, and I would like a billing adjustment for the horrendous treatment and service I received.

Business

Response:

An $80.24 credit has been issued, in good faith and a message was left in follow up. This reduced the account balance to zero. Prior credits totaling $140.95 have also been applied. Customer is enrolled in discounted package.

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 scheduled a technical appointment with Time Warner cable for 2-4pm today, November *. It is not 6:37pm and the technician has yet to appear. I have received indication from Time Warner that he still plans on showing up, but I have lost patience with staying captive in my apartment waiting for the tech to show up.Desired Settlement: I have already been given a $25 credit because the tech has failed to come within the given window, but frankly, I feel as though I should be given additional credits as I've wasted my entire Saturday afternoon waiting for this [redacted].

Business

Response:

Credits of $25.00 + $34.99 + $51.98 issued as requested.

Review: I've been going back and fourth with the company for a few months. My monthly bill is 170 a month I just paid 180 on the [redacted]. I also pay my bill every month around the twentieth. I somehow have a balance of over 300 dollars of unfair fees. I then was contacted and told to pay 190 by July [redacted] if explained I could not pay 370 within 30 days also these unfair fees when I pay consistently every single month. They then in an attempt to frustrate me kept transferring me from department to department and supervisors never contacted me back. Also disconnected me numerous times online and by phone. When I finally reached the [redacted] if that is his correct name because he was hesitant to give it to me afterwards, I explained my frustration and said I was not happy being a customer paying unfair expenses he then threatened me to pay or he would hurt my credit. I am mentally exhausted and have bank statements and phone records to back this up. I would like some resolution and an apology from the company.Desired Settlement: As stated above a billing adjustment also compensation for stress and loss of work dealing with this situation.

Business

Response:

TWC APOLOGIES FOR THE DIFFICULTY. TWC HAS RECENTLY CREDITED A $5.00 PAYMENT

TRANSACTION FEE AND AN $8.50 LATE FEE. THE ACCOUNT IS CURRENTLY IN PAST DUE STATUS AND IF IT REMAINS

PAST DUE ADDITIONAL CHARGES MAY BE INCURRED. FURTHER CREDIT

IS NOT DUE.

Review: On March ** 2014, I noticed an offer on the Time Warner Cable website for the ‘Turbo’ cable Internet service (up to 20Mbps down, 2Mbps up) for $44.99 a month for 12 months. As a current TWC customer paying the same amount for the ‘Standard’ cable internet service (up to 15Mbps down, 1Mbps up) this seemed a good offer, so I started the online ordering procedure for it.

At the end of the ordering procedure, I received a notice by e-mail that said I needed to contact TWC to finalize the order. When I did that, I was told by the TWC rep that the offer was not valid for me as an existing customer, and that I would only be able to get Turbo internet at the additional cost. I pointed out that during the online ordering procedure, this limitation was not shown at all and that therefore the ‘Turbo Internet for $44.99 a month for 12 months’ constituted a valid offer made by TWC and accepted by me, and therefore should be honored by TWC. The TWC staff I talked to (both in Sales and in ‘Customer Retention’) did not agree; I therefore discontinued the conversation.

I went back to the TWC website immediately after to go through the same order procedure again, this time using screen capture software to record the whole sequence in a video, with the intent of reporting the incident to Revdex.com. This video can be viewed on [redacted] . As you can see in the video, there is no mention whatsoever that the offer is not valid for current customers – the only reference to a limitation is in a footnote visible from 1:00 (highlighted by my cursor), which only applies to what seems to be ‘triple play’ packages, and not the Internet-only product I am ordering. This time around, however, the ordering sequence ended in a confirmation message (see [redacted]) that the order was processed. And sure enough, after re-setting my modem, my internet speed had gone up from Standard to Turbo. I therefore concluded that apparently, Time Warner Cable had followed through on the offer after all, as it is legally obliged to. I decided to not take further action at the time.

However, on April [redacted], I received my monthly TimeWarnerCable bill, and it showed a $10 monthly charge for the ‘Turbo Upgrade’, on top of the ‘Standard Internet’ fee of $44.99. As you can see in the video, the confirmation at the end of the online order process showed a $0 amount for the Turbo Upgrade; in other words, TWC ended up billing me $10 per month for this upgrade, rather than $0 as it promised when I ordered the service.Desired Settlement: I want TimeWarnerCable to provide me with a ‘Turbo’ internet connection (with its advertised speeds) for $44.99 a month for 12 months, and reverses the $10 ‘Turbo Upgrade’ charge on my April TWC bill and any other bills that it may have appeared on issue being resolved.

Business

Response:

In addition to the phone message he left for [redacted] today [redacted] sent [redacted] an e-mail advising that he was able to apply the special promotional rate that [redacted] referred to in his contact of the Revdex.com. [redacted] advised that effective today (5/**), [redacted]' account is set at the $44.99 rate for Standard Internet plus Turbo. [redacted] noted that the promotional discount has actually been applied to the Standard Internet portion of service – Standard Internet is now being billed at $34.99 for the duration of the promotion. When the 12 month promotion expires on 5/**/15, billing for Standard Internet service will then be resumed at the regular retail rate for Standard Internet service that is in effect at that time. The Turbo Internet rate of $10 per month is subject to change; the $34.99 Standard Internet rate will be in effect for 12 months.

Consumer

Response:

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

Sincerely,

Review: My Time Warner cable service problem started on 9/**/13 where I would get pixelation (micro-blocking) across the screen and audio drops on both of my cable boxes. Time Warner has sent over 5 technicians to my residence from a level 1 tech to crew chief/forman. All technicians that have come to my residence have said the same thing that the problem is not in my home. I have had a whole cable wiring done in my apartment and still the issue still exists. This has been going on for 2 months now with no resolution in sight. Time Warner has sent the plant crew that works on the outside and they didn't find any problems. There has been very terrible lack of communication from Time Warner. They don't get back to me or keep me informed on the status of the issue. I'm always having to call the back to get information. I'm getting the run around from Time Warner.

I'm very upset with this situation that my cable service has been affected for a long period of time. I keep calling ** corporate to get results and I'm waiting sometimes 3 or 4 days before someone gets back to me. This is a disgrace from Time Warner.Desired Settlement: I want my cable service to be fixed once and for all.

Business

Response:

TWC is investigating the matter raised by the customer, final determination is pending.

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 cable service issue is still outstanding and Time Warner is taking along time for resolve my issue it's been over 2 months already.]

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

Sincerely,

Business

Response:

TWC regrets both the difficulty and the inconvenience the customers continue to report. TWC's technical operations and field staffs have monitored the Klinks' services and signal levels. They have consistently worked well within established guidelines. When our staff have been on site they have not witnessed the issues the Klinks continue to report. They also have been unable to replicate the issues. TWC is not stating the issues do not exist, we simply cannot see them and as a result cannot address them. It should be noted that there will always be micro-tiling, it will happen but only on a very limited basis, usually when there is a problem with the transmission of the channels themselves. This cannot be prevented. Based on our extensive actions and observations TWC is concluding the services are working.

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: My internet has provided inconsistent service, at best. I have to re-set it daily. My television service now also has become inconsistent, with no channel guide and only minimal channels showing up. I have spoken with technical support about both issues, both of which continue. I was informed that no service appointments would be available for a week or so, and I would be called back to set one up. I recently had a service appointment, but the issue persists, so I don't want to waste another evening waiting for them. There has been no way I have found to submit written complaints or requests for help.

I called to change my TV plan to one with fewer channels, and was changed to an incorrect plan. I was disconnected from TWC when attempting to deal with this on the phone, and online support was unable to assist.

When speaking with representatives both on the phone and online, every person just transferred me elsewhere and my issues have still not been resolved. This is a waste of money for services which work minimally, at best. Unfortunately I have not been able to find another provider who services my building.Desired Settlement: I have requested a refund for at least two weeks service of TV and internet.

I would like to have internet and TV services fixed (which I do not need to re-set daily), as this is a waste of both time and money.

Business

Response:

On 10/**/14 customer verified that the services are working and all of her concerns have been addressed.