Time Warner Cable's New York City Region

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: 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 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: 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: 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: Time Warner Cable provided me with an inferior service regarding my internet for over a year. I requested numerous tech visits and none of them repaired the matter for me. To the extent that I spent that entire time without proper internet service and made almost bi-monthly complaints in respect to the internet service. At no point did any technician repair the issue until recently, after I moved out over the matter. I was informed by the new tenant to reach out to Time Warner as they received a credit for one month because it was determined that the inferior internet service was due to the wire from the pole outside to our apartment. I reached out to time warner and at no point was a reasonable discussion had regarding this matter being rectified.

Due to this terrible service, I purchased more expensive internet service, new routers, and took days off to ensure that someone was home to meet the multiple technicians who came to check the problem, but never looked at the wire coming from the pole. That the issue was so simply repaired and yet so detrimental to my position that I effectively moved out in order to avoid the service as they made it seem as though it was the building's set-up that caused it. Given that time warner has a contract with my old building and I had no reasonable alternative form of internet due to the amount of work and speed I would need to do such work, this grossly negligent act should be dealt with. They should not be allowed to assert such control over the residents of this city and provided such a terrible service, at a high price, and get away with it.

The last person I spoke to was today and his name was [redacted]Desired Settlement: In light of the fact that they credited my prior apartment a months bill and I dealt with that matter for over a a year and a half, I request that they credit my account three months at the rate from my last month of residence.

[redacted]I do not have the dates of complaints at the ready, but Time Warner does and I have the account number of the tenant now, but they should have that attached to my notes. That will have my billing rate and length of time with company.[redacted]

Business

Response:

[redacted] offered customer three months of HSO service fees (the service he reported issues on) as a gesture of goodwill. Customer then demanded 12 full months. This was declined. Customer's account records do not indicate issues were severe and ongoing (he had two repair calls in September, 2013). No credit is being issued, TWC considers the matter resolved.

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]

Wholly incorrect. The woman I spoke to initially represented herself as an employee of the Revdex.com response team. It was not until she rudely made minimal effort to alleviate the suffering I was caused by time warner did she tell me she actually worked for time warner. Additionally I did not request I years compensation at any point of the conversation. Time warner is lying and misrepresenting its workers in an attempt to skirt liability. Check the phone record.

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

Sincerely,

Business

Response:

TWC REPEATS ITS OFFER OF A ONE MONTH ($127.23)

GOODWILL CREDIT. OFFER IS OPEN FOR 23 DAYS.

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,

Please inform me how this credit will be

Review: Upon signing up for a business account with Time Warner; we were offered a $300 Best Buy voucher - provided that we register and fufill all requirements. We have done the registration in October 2013, and have yet to receive any confirmation or follow up on the voucher despite calling in Customer Service numerously.

There is so much time and energy wasted in following up on a promise they advertise. It shouldn't be that difficult!Desired Settlement: Deliver the voucher and an apology. Time is money and this is a waste of our resources.

Business

Response:

TWC Business Class has been in touch with the customer, they have apologized and addressed the customer's concerns.

Consumer

Response:

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

I have not recieved any response from Time Warner Business. No phone calls nor any voucher recieved.

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

Sincerely,

Business

Response:

On 5/**/14 [redacted] (in TWC'S Business Class unit) advised customer gift card will be received within 3 weeks. TWC regrets any confusion.

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: The Time Warner Cable service for my television, telephone and internet, is intermittent. It works then it stops working.

I called customer service on June [redacted], 2014 and was told someone would be there June [redacted] between 4 and 6:00:pm (conformation # [redacted]), no one showed up. I called four times from 4:30 till 7:o5 pm, was on hold for 30 to 53 minutes. Spoke to "[redacted] and [redacted] (id# [redacted]) was disconnected, no one called back.

I was told there was an outage in the area that was corrected, I explained I still had no service. I was told since the outage was corrected they don't call to cancel appointments. I explained I still had no service and I waited for hours and should have been informed of the cancellation instead I was put on hold then disconnected.

This company is not held responsible for their horrible service!Desired Settlement: Correct cable problem and lack of customer service.

Business

Response:

On 6/**/14 [redacted] apologized, verified all services are working, current billing and credited a $40 install fee.

Consumer

Response:

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

Sincerely,

Review: Call to cancel tv services and keep internet services, but was put on hold for over 30 mins. Call a second time and was put hold againDesired Settlement: Call me back explain if you can restore my promo or please dis continue tv service

Business

Response:

ON 7/**/14 [redacted] CALLED CUSTOMER TO ADDRESS HIS BILLING CONCERNS FILED WITH THE Revdex.com , CUSTOMER ADVISED THAT HE WOULD REMOVE VIDEO SERVICE DUE TO EXPENSE, HE WAS ADVISED THAT HE WOULD BE GIVEN THE DOUBLE PLAY AT $89.99 PER MONTH FOR 1 YEAR. HE WAS FURTHER ADVISED WITH TAX MONTHLY BILLING WOULD BE $101.00, AND AS A GESTURE OF GOODWILL A CREDIT OF $33.54 WAS APPLIED TO HIS ACCOUNT, HE IS SATISFIED AND CONSIDERS THIS MATTER RESOLVED.

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've been a customer of Time Warner for six years. The rates have been fluctuating to the point where they have increased approximately $15 per month over the past three months. I have called for an explanation and was informed by customer service that during the prior periods, Time Warner had been granting me a discount which they have now terminated. I never received notice of the change and there is no explanation on my bill despite assurances from customer service that it should be there. After reading the bill, they explained the Company can change rates as required.Desired Settlement: I would like an explanation of the reason my charges were adjusted, and I would like the Revdex.com to catalogue this complaint as a reason to block [redacted]. Time Warner already has a virtual monopoly in Manhattan and the company should not be given more power.

Business

Response:

Our customer care agent spoke with [redacted], explained his billing and promotional rates, then restructured the account so that [redacted]’s monthly amount due would be $139.43 before taxes, for a duration of six months. [redacted] understands his rate will change once the promotional period expires.

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:

While I agree that TWC's customer service agent offered me a promotional rate which reduced my the cost of my package (and I appreciate her individual efforts), they never addressed my overarching complaint which is I have no idea what my bill will be month to month. As the woman on the phone explained, after a promotional rate expires, TWC cable apparently reconfigures my rates to give me "the best possible deal". However, there is never any notice of the changes to my bill in advance, so every so often the bill magically increases without explanation because a different promotion (that I didn't know I was getting in the first place) comes off. Although I have specifically requested to be notified of changes to my bill, I do not receive them and when the customer service representative directed me where to look on my bill from the previous month, the notice was not there - there were only offers to purchase addition services. I appreciate the customer service representative's time and effort in getting me a lower rate, but I want TWC to be required to provide a bill that makes sense and provides notification of rate changes. I shouldn't have to call after the fact and spend an hour on the phone with someone to understand why a charge as been added for a fee credit has been removed.

Thank you,

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

Sincerely,

Business

Response:

TWC bills customers in advance and as a result will notify them prior the expiration of the promotion. If a customer requests discounted rates TWC will attempt to accommodate.

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.

In the course of our back and forth, it is clear Time Warner Cable will not tell the truth about their billing policies. My complaint has never been about getting a better temporary rate, rather I would like them to be honest about their rates and billing practices. Since they will not discuss my actual complaint, I don't want to waste any more time with them.

Sincerely,

Review: I signed up for Time Warner Cable and switched from [redacted]. I did that because I received an offer in the mail that advertises a Dell 2 in 1 laptop as a reward for switching after 90 days of service. After speaking with the rep and switching my cable, I received the coupon code but it was for a $100 gift card for Dell. I immediately called Time Warner and they told me that the original sales rep did not set me up for the qualified service so the second rep upgraded my service which costs more money. I was assured that I now qualify for the Dell laptop and I have a confirmation code that was given to me. I waited the 90 days and received a $100 gift card. I called back again and they told me that the issue would be escalated. I then received a phone call from someone in the escalation unit who abrasively told me that I need to activiate that card because it is all that I qualify for. When I explained the story again, he told me to send him a copy of my last [redacted] bill which is the 2nd time I did that. I never heard back from him and called a week later to follow up. The rep on the phone said they never received my email and attachment so I sent it once again and have yet to hear back. This was 2 weeks ago. At this point I've called at least 4 times and spent over 2 hours trying to resolve an error made on their part. Below is a copy of the email that I sent the escalation unit.

Good Evening,

As discussed, I have attached my last bill from [redacted] before I switched over to Time Warner. To reiterate what has occurred -

I received an offer in the mail to switch over and I would receive a Dell laptop. I called and told the representative that I want to take advantage of this offer. She signed me up for cable and internet and I received an email saying that I qualified for a $100 gift card. I then called back and asked why and was told that I needed to have signed up for a faster internet speed (mistake on the first representatives part) The person on the phone told me that it could be fixed if I upgraded the speed so that is what I did. I also received a confirmation code from her that I would receive the laptop. I patiently waited the 6-8 weeks only to receive a $100 gift card? I then called back and spent 30 minutes on the phone with a 3rd representative who told me she would escalate the issue. I then receive a call from someone telling me that I should be activating the gift card because that is all I qualified for (deceptive practice) -

This has all been a terrible way to start a new relationship. I was with [redacted] for 8 years through 3 apartments and have not spent this much time in all 8 years with them.

I would like this resolved and to receive the laptop offer that I signed up for and was promised by two different Time Warner employees.

Your expedited response would be most appreciated.

Thank you, [redacted]Desired Settlement: I am waiting for the coupon to claim the dell laptop. I should not have to wait an additional 90 days. It's been 5 months now and I can't spend any more time on this.

Business

Response:

On 11/*/14 [redacted] apologized and noted the laptop will be received by the end of 2014. She advised TWC cannot expedite the processing.

Consumer

Response:

Thank you to the Revdex.com because until I wrote my complaint on this site, TWC was giving me the run around. Once I used the Revdex.com I did hear back and just received the offer that I was promised. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was a former [redacted] internet and phone customer when I was offered a better rate from Time Warner Cable for the same services, I was told that "we'll take care of everything"....this all occurred on Feb [redacted] 2014. Now Dec. [redacted] 2014 I get a notice from a collection agency claiming that I owe [redacted] $391.00 .

I contact [redacted] who cant tell me why the 391 until after 2 transfers Im finally told that I never cancelled my internet service portion of my service with them back in Feb. ...10 months ago and the charges were for 10 months of internet access (which I have not used since I disconnected their modem when TWC hooked me up)

[redacted] says that they are NOT allowed to contact me regarding my "transfer out" but they also never contacted me bout n unpaid bill for this "supposed" internet service that they say they were still providing.

Also, Time warner cable said that "we'll take care of everything" but it seems that they neglected to tell me that they were ONLY taking care of the PHONE service from [redacted] and that I SHOULD terminate the internet service portion of my previous service with them!

I feel as if TWC was only interested in getting me to jump over and was not fully informative regarding the remaining internet service still remaining active at [redacted]....

...and now I have a 391.00 bill in collections?!?1

and why didnt [redacted] contact me about the unpaid bills prior to sending it out to a collection agency???

I feel scammed and abused

even the collection agency is not answering the phone, tried 3 times today, and listened to a message and music saying that a representative will be with me shortly.... I waited for over an hour at my last attempt prior to sending this complaintDesired Settlement: this [redacted] bill gone and the collection agency issue cleared up....

Business

Response:

A review of this complaint indicates the issue lies with [redacted] and not TWC.

Consumer

Response:

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

Sincerely,

Review: Time Warner Cable phone system breaks down at least 1 to 2 days every week.Desired Settlement: TWC needs to fix its phone product reliable and consistent for our building.

TWC needs to refund for all the days it was not working.

Business

Response:

On 8/*/15 customer cancelled a service appointment and was given two day's credit. If issues return a repair call will be necessary.

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 identical problem recurs every day and/or overnight. They are disingenuous in referring to what happened to a specific day in which I was able to reboot the phone modem.Nonetheless, the problem continues and persists for several months and the fundamental problem with Time Warner phone service has not been resolved.In fact, I just had to reset/reboot the phone modem during lunch time (today) since Time Warner dropped communication and we did not have dial tone. Every time we call, we have to spend at least half-hour only to tell us to reboot it.

Sincerely,

Business

Response:

TWC suggests another service call, to verify, confirm and address the service issues.

Consumer

Response:

I agree to have TWC send another technician to my apt as suggested by them.This case remains open pending confirmation of the technical problem being resolved as of yet.

Sincerely,

Review: Since I moved to my current apartment which was three years ago, I have had numerous outages on my cable or my internet service. Time Warner Cable technicians has come to fix outages way too many times. The cable boxes were replaced at least 15 times, they were malfunctioning very frequently. I have been having power outages way too many times, I am really tired of locking TV service at least 5 to 8 days a month on average. The Internet service was very slow often times plus the frequent outages, that lead to Time Warner to search for more complex problems. They found out that the main signal coming to my building is way too low, and they said they fixed the problem. Technicians gave me better cable boxes for both the Internet and TV, and they promised that I won't have any problems. Not even three weeks passed, I was shocked to see that my "new" cable box has not worked again. Time Warner tried to send the signal over the phone, they said it usually works. Not in my case, I am out of TV now again for days, and I am just tired to hear the promises that this will be the last time we fix it for good. My neighbors don't have these issues, the problems are only affecting my apartment. Time Warner has raised my bill several times, I pay a very high amount for this very improper service. I am [redacted] pregnant, living alone, and the TV has been helpful to ease my depression, as I have to face raising a baby on my own. Thank you for the opportunity that I could express my very unsatisfactory. Best, [redacted]Desired Settlement: I want Time Warner to take this problem seriously, and give me really functioning cable boxes, not these useless overly used up boxes. I would like Time Warner to offer some complimentary service and lower my bill or at least give me a guarantee not to raise my bill in the future. After all, the length of outages and the countless phone calls to Time Warner has reached the frustration level that I can say enough is enough. Thank you.

Business

Response:

On 7/*/3 [redacted] WAS ABLE TO DO a Walk through AND CORRECT THE CUSTomer's ISSUE.

Review: Hello, due to recently becoming laid off, which resulted in being evicted from my home, I also had to disconnect cable/phone and internet service. I had been struggling to pay due to the circumstances for several months, and when I saw I was not going to become employed anytime soon, and faced eviction, I called TWC to turn off my service. I told them my reason, they said they would indicate my circumstances in their notes, and they told me to bring in my equipment as soon as possible and they would send me a reduced bill for the months that my account was suspended for non-payment (which was only 3 months - June, July & August) as I was forced to move in September. When I returned the equipment to the nearest location, on [redacted], I was told I would be charged for JUST the internet router, and it would be $75.00 because I was unable to recover it during the Marshal Eviction. I managed to recover the cable box however. They told me they would mail me an adjusted bill for just June, July & August, as well as a $75.00 fee for the internet router, as the cable box was returned and in good condition. I only had it for 1 year and it was not used often. It would be a different situation if I was told that the cable box was in "poor condition" and I would be charged for it. But, I was only charged for the internet router as it was missing and the cable box was accepted with no mention. The bill should have come to $585.10. Not the $835.10 I was charged when I received a letter from their collections department yesterday, which noted that I was being charged for a cable box. In reading Revdex.com's complaints with TWC, I see they try to scam their consumers frequently by over-charging. I am struggling and can not pay the amount I do not rightfully owe. I stood in line for several hours to return the cable box not to be charged. I am responsible for $585.10 which I am willing to make a payment agreement on. Please resolve. Thank you.Desired Settlement: Please have $250 for good condition cable box which was returned taken off my finalized bill.

Business

Response:

On 11/*/13 [redacted] left a follow up message, voice mail, home number. To date, there has been no reply.

Consumer

Response:

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

TWC called once and left a voicemail with no information I called back and was not helped. I was told I could only speak to [redacted] and she was not in. I left a message and was told she would call me back that same day. I have not heard back.

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

Sincerely,

Business

Response:

On 12/**/13 [redacted] left another message, voice mail, home number. Customer has not replied.

Review: I opened my bill the other day and realize I was being charged for Cinemax ($15.95/mo) and I never signed up for that service. I recently moved and I guess it was added somehow when they set up the service in my new apartment on January **. I never authorized this and unfortunately didn't even notice it on my bill until yesterday. I brought this to the attention of customer service yesterday and asked for a refund or credit for the months of January, February and March. They offered a credit for this month but nothing else. I have no idea how I ended up with Cinemax, I live by myself, there is no one that could have added it and I don't feel like I should have to pay for it. I have never even watched anything on there!Desired Settlement: I would like a credit on my account for the cost of Cinemax for January and February $31.90

Business

Response:

$13.90 GOODWILL CREDIT ISSUED TO RESOLVE CASE FILED WITH THE

Revdex.com. CUSTOMER HAD DISPUTED $31.90 IN FEES FOR CINEMAX, TOTAL

ADJUSTMENTS TOTAL $31.90 ($18.00 PRO RATES HAD BEEN ISSUED).

Review: I called the Manhattan support number at ###-###-####. I first reached a representative named [redacted], who was unwilling to disconnect my service for the apartment I no longer live in. She claimed that I was required to return my equipment before they would disconnect my service. I know for a fact that this is not the case, because I have in the past had my service disconnected before returning equipment. I explained to [redacted] that I no longer lived at that address and that the hardware they wanted me to return was packed away, as I am still in the process of moving. I asked a number of times to speak with [redacted]'s [redacted] to see if anything else could be done, she refused. I then asked to to speak with her [redacted] in order to make a complaint about the disconnection process, and she refused again. [redacted] then said she was going to end the phone call and did indeed hang up.

I called back and got another representative named [redacted]. [redacted] was much more helpful, and after explaining the situation said she would make sure my service would be disconnected on Monday April *, 2014. I asked [redacted] to transfer me to [redacted]'s [redacted], as she was able to see the previous phone calls details in my account. After waiting on hold for 5-10 minutes [redacted] told me that I would be transferred to the "[redacted]'s line" and then I was hung up on yet again.

I received no emails confirming that my account would be disconnected, so I called customer service one last time. Another customer service person named [redacted] claimed that "they do not have the means to send an email confirmation" and gave me the following work order number: [redacted]. [redacted] finally transferred me to a [redacted] named [redacted] (ID#[redacted]) who put me on hold multiple times for long periods of time without explaining why. [redacted] also told me that they have no means of confirming the disconnection of my account and after close to two hours of phone calls I finally gave up on the idea that I would get any kind of confirmation that my account was disconnected.Desired Settlement: I think it is quite inappropriate that I was hung up on multiple times for what seems like a simple request. I simply want my account disconnected, and to receive no charges after April *, 2014 (the day of these phone calls). I currently have a bill for $74.51 covering service between 04/**/2014 - 05/**/2014 that I will not be paying.

I personally have worked in Information Technology and Customer Service for the last 13 years, and cannot believe that this is how a company as massive as Time Warner is handled their paying customers requests. This is a severely broken process that someone within Time Warner needs to address.

Business

Response:

Account has been closed as requested, modem must be returned to avoid equipment fees.

Business

Response:

Account # [redacted]

[redacted] had complained to the Revdex.com, regarding the disconnection of account. [redacted]'s request to have his TWC service disconnected in advance of the return of the cable modem was resolved through Time Warner Cable Customer Care department per his request. A care representative disconnected the account effective 4/*/14. Customarily TWC will expect to have equipment returned before the account is closed out, and adjustments to the billing for disconnects is back-dated and pro-rated as appropriate. However, in this instance, [redacted]’s account was disconnected, although his modem was not yet returned. To date, the modem is still outstanding. [redacted] is still responsible for the return of this equipment, which otherwise will be billed to the account.

Review: I've been a member with Time Warner Cable for over 6+ years and the customer service flat out lied to me over the phone. I've been receiving a charge for my "equipment" rental for the past few months and was never notified or even asked if I approve. For the longest time, I have never seen that type of charge and when I reached out to customer service they acted as if I had been paying it for the past 5+ years, which is completely inaccurate. Also, I've been stuck on a internet package that I am constantly being overcharged for. For the same rate, I could have had one of their best packages for the same rate, but instead Time warner cable never reached out to me and I was stuck paying a high rate on their lower end packages. The ironic part is that I can access my account online and "upgrade" to a faster package, pay less, but I can't choose my current package with the promotion price they are running it on. I've been completely let down and schemed for the past few years now in paying a higher rate.Desired Settlement: Ideally, I would like to work with Time Warner Cable on fixing some of these issues and potentially setting myself up with TV since I am looking to switch from DirecTV. I still haven't given up hope, but I would like some sort of compensation for the outrages price I have been paying for internet service alone the past few years if I do take on a TV package.

Business

Response:

On 4/** and 4/[redacted] left voice mail messages in follow up. To date there has been no reply.

Review: I have had TWC for around a month now. I have had 3 visits to my apartment and I am still not getting what im paying for.

As of 4/** using both ookla speed test and TWC speed test I am recieving 9 down 8 up. I have the ultimate package and I should be receiving 100mb each way.

The technician came and he got it up to 50, a day later it was back to around 9.

The television service also freezes at random times during a tv program. it usually takes around 30 seconds for it to get going again.Desired Settlement: Id like to be receiving AT LEAST 100 up and down and to not have my tv freeze. I am paying for the ultimate package I expect to receive what I pay for, not a [redacted].

Business

Response:

[redacted] arranged service for 5/**/14. Repairs were made and [redacted] will follow up to confirm customer satisfaction.

Review: We have had TWC internet service for the last 2 Years. While we were located on the [redacted] floor we had internet service issues. We were seeing high latency, dropped packets. This issue has been an on-going issue constantly. Each time we contact TWC they send a tech out and replace the modem, or a splitter. On the [redacted] floor we determined the problem was most likely due to bad cables coming from the [redacted].

After we moved to the [redacted] Floor we continued to have the same issue we saw on the [redacted] floor. We had fresh cables run to the [redacted] here. TWC replaced modems, and splitter, without any resolution. The issue comes and goes, and we are unable conduct business during each outage. We reached out to our sales rep who said we are using the service for too much, and we need to go to Fiber. Using our monitoring tools we are no utilizing the service to any crazy degree.

We currently pay around $300.00 for our service.Desired Settlement: We want it fixed so we can conduct business and make money to pay for the service.

Business

Response:

TWC's Business Class unit has been in touch with [redacted]. The issue remains but they are in touch.

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]

The issue still remains and has not been resolved. TWC has been very unorganized to resolve it.

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:

[Your Answer Here]

At this time TWC has tried to resolve the issue but still has failed to fix it. We did manage to work a week with no issues, but the issue returned.

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

Sincerely,

Business

Response:

TWC is aware issue is unresolved, matter is still pending with TWC's Business Class unit.