Time Warner Cable's New York City Region

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: 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: 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: 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 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 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: Time Warner advertisements consistently tout "watch tv in any room" via tablet, phone, etc. The application for the IPad simply does not work with any degree of consistency or reliability. In spite of this virtually every Time Warner advertisement advertises this service.Desired Settlement: Since I subscribed to Time Warner under the presumption of the reliability of this service, an appropriate portion of my monthly bill (which is paid in full and on time each month) should be refunded, and future bills reduced by the same proportion, until such time as Time Warner provides a reliable application for watching TV in any room, as advertised.

Consumer

Response:

Yes, I would like to pursue the case and have Time Warner fix the IPad app.

Business

Response:

On 9/*/14 and 9/**/14 voice mail messages were left. To date there has been no reply.

Review: I had never used Time Warner Cable. Optimum is the company that serves my area. I thought I have rectified the issue with Time Warner, as I have sent all the necessary information for there review, per there request. Recently I received a letter from Credit Collection Services dated 2/**/16. File number: [redacted]. There information at the Credit Collection Services is [redacted]; phone number ###-###-#### and call center support ###-###-####.Desired Settlement: Zero out the balance and remove any infractions on my credit report

Business

Response:

TWC requests party provide TWC account number and confirmation as to why account balance was, or should be, zero. Complaint filing provided no information on a TWC account.

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 was denied services by Time Warner Cable due to past balances owe that are not associated with me. They said in order for me to receive services, I must clear the past balance on previous accounts. The accounts they speak of were not opened by me nor are they associated with me. The accounts aren't in my name or linked to my social security number. So why am I being held responsible for someone else's debt? They also claim that 5 accounts were opened in one apartment. They were suppose to block all services from that apartment after the first account was unpaid. How did they allow for 4 other accounts to be opened in the same apartment. There should not have been a second account even opened until that first account was paid. Where i'm looking to get services now is not even the same address they claim these accounts were opened at.Desired Settlement: find me not responsible for the debt of someone else.

Business

Response:

Matter has been reviewed and considered closed. [redacted] must address this matter with our Pament Services department. It is important to note that [redacted] is not being held responsible for the payment of the amount in question. However, tracking tools used by Time Warner Cable have shown [redacted] to have been resident in households where Time Warner Cable services were being used and enjoyed by those residents. Time Warner Cable is still within its rights to deny service to persons associated with those households, until payment is received. This applies not only to requests to install service at the location where the accounts where located, but to requests for service at new locations by those who were in households as noted above. Our Client Relations department, which receives Corporate escalations, has spoken with [redacted]. They have advised her of Time Warner Cable's position in this matter and have referred her to our Payment Services group at ###-###-####.

Review: I requested from Time Warner cable repair service to have "their" cable wires removed from my air conditioner. Apparently, Time Warner attached their cable wires to my private air conditioiner equipment with oyut my say so. I was given a date of Monday -10/*/14 between 9AM-7PM for a repairman to remove the wires. Nobody call nobody showed etc. Time Warner happen to do a follow up call - I said nobody showed/called. I was then given a appt Sat. 10/** @ 8:00AM tech - came told me he could not remove the cable wires I said why not it's Time Warner's equipment and it's on my property. If I have my air conditioner removed the cable wires will be hanging all over which will be hazardous residents and the public. I need these wires to be removed ASAP.Desired Settlement: A TIME WARNER MAINTENACE STAFF WITH A TRUCK THAT WILL WILL HAVE ATTACHMENTS SO IT CAN GO UP TO THE [redacted] FLOOR AND REMOVE THE WIRES FROM MY AIR CONDITIONER.

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: On Thursday 6/** at 10am, I had a TWC technician (I believe he was subcontracted by [redacted]) come into my apartment to install internet/wi-fi. He ended up breaking a window in my living room when he opened it to see if there were cables outside. It was an honest mistake on his part.

He told me that his supervisor would be contacting me to come by my apartment. That day at 9:30pm, I get a call to my cell phone from a man telling me there is someone buzzing my apartment. I was having dinner just a few minutes away. I told him I could be there in 10 minutes, but he said they couldn't wait. I then asked why I was not notified they would be coming to my apartment, and he didn't have an answer. He said that someone would come to my apartment at 3-4pm on Friday (the following day) to survey the damage of the window.

I left work early to make the 3-4pm Friday appointment and that person never came. I called up TWC and they had no record of any appointment being made. I then talked to the TWC representative and he said they could send someone to survey the damage on Saturday between 9am-10am. I told him I needed it in the morning because I'm leaving for a wedding. I asked for an email confirmation, to which he said he could not give one. This is a constant trend in dealing with TWC in that they refuse to send email confirmation to document a conversation. No one has come today and I'm about the leave for the wedding. I called TWC to ask why no one came and they told me that a rep would be coming sometime between 9am to 7pm. It was supposed to be between 9-10am because I'm leaving for the wedding, which I made very clear.

The window company just came by to make an estimate and the quote I received for a new window + installation will be $327.55. They are coming on Monday at 10am to fix my window. I called TWC to set up yet another appointment and was given the 9am to 7pm time window when they could come to assess the damage. The window will already be fixed by the time the damage person comes. It's dangerous in that there are shards of glass and my window is exposed. I waited as long as I could, but I need to get it fixed and I do not want to wait and take the chance TWC never shows up.

I would like TWC to reimburse me immediately for the cost of the window/installation.Desired Settlement: I want TWC to pay me for the cost of the new window + installation, or $327.55 immediately, which I am going to have to pay for on Monday.

Business

Response:

Photos and information have been forwarded internally at TWC, issue is being researched and TWC will be in touch with customer.

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 received the money that I am owed from TWC, so this complaint is not resolved.

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

Sincerely,

Business

Response:

Customer has confirmed receipt of check and is satisfied.

Consumer

Response:

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

Sincerely,

Review: I received an email for Epix Channels for $4.99. When I called to get the package, they want to charge $9.99. The email says offers expires 1/**/15.

I received an offer email for Epix Channels for $4.99. When I called to get the package, they want to charge $9.99. However, they can save me money if I signed up for telephone services. [redacted] pushed other services 3 different times after I told him that I just wanted the Epix channels. Then the sales rep, [redacted], stated that offer was over but the email says offers expires 1/**/15. When I told [redacted] this, [redacted] said that it didn't matter. I have the email that I can send to you and the transcript of the conversation on the computer.

Can you please help? These people are unethical is their sales practices and I am tired of it.Desired Settlement: I just want the offer that was stated in the email sent to me for $4.99 for the first year. I don't think that this is too much to ask since they offered it.

Thanks for your time.

Business

Response:

As of 6[redacted]/14 customer was given Epix at $4.99 per month 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: constant and repetitive cable tv and internet interruptions for the last year, despite hundreds of calls and service fixes... weak pixelating signal with no audio, days without internet service.

Time Warner is good at apologizing without fixing the real problems. Lack in skilled customer support, not providing a service as required by the FCC.Desired Settlement: strong TV and Internet signal..

Business

Response:

On 12/**/13 [redacted] apologized and promised internal follow up.

Review: TWC business service does not allow you to cancel your service when you need to. They will charge you an extra month of service, even if you are no longer using the equipement and noone is in the premises. They said that they need to schedule a pick up... I offered to bring the modem to them, they said still...those are the rules. They advertise no fees no contracts, etc....but then charge you for service you are not using. I closed my practice a month ago. I wanted to terminate TWC service today, they said no...I have to pay for an extra month. I actually called yesterday but they could not locate me with my cell number, my tax id or my ssn, not even with the phone numbers they provided to me......I am sure that when they are trying to collect they find you very easily. I was told to look for the bill and a number on it for them to help me. Pretty poor service. Not to mention that you have no other options in certain areas of NYC....it is pretty much a monopoly, and they feel they can get away with any rules on their favor, without regard for people's wellbeing. I think that should be illegal. Please help me and others in the same situation.Desired Settlement: customers should be able to cancel services inmediately, never paying for services not received.

Business

Response:

A call is on for 7/**/14, it was arranged on 7/*/14 which is less than 5 business days. Changes requested by customer do require a field visit.

Review: I have continually experienced technical problems with TWC since living in my apartment complex for over 10yrs. In the past 6 months service has become increasingly bad with pay-per-view channels and other channels I pay for becoming "unavailable". TWC will send technicians over and the problems continue. Recently they sent a technician over who described the latest problem(no pay-per-view and other channels unavailable) as a problem with the "building" and would speak to the management of my building and it would be taken care of in a few days...it wasn't. We called TWC and customer service has no record of this problem. They send another technician who has it fixed a few days later. Well we have the same problem again. Heres another problem...we can only get TWC in my building. This has been unacceptable service especially with no other choices. Thank You for your help in this matter.Desired Settlement: Please have my service upgraded, my service fixed properly and have TWC accountable in some way.

Business

Response:

On 12/*/14 [redacted] left a follow up voice mail message. 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:I am not receiving channel 1000 on demand portal

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

Sincerely,

Business

Response:

On 12/**/14 [redacted] left a follow up voice mail and she also sent a follow up email.

Review: This ongoing issue is nothing but tiresome and annoying. We upgraded our Time Warner Cable (TWC) account January **, 2014 with the understanding that we would receive a $500 promotional VISA gift card. This was the SOLE reason for upgrading. The issues started about two weeks after the original installation as we did not receive our "gift option selection" card in order to indicate that we wanted a $500 VISA gift card and not a tablet (As the tablet was a secondary choice). I had to contact TWC personally in April and confirm that the $500 VISA gift card was in process. Unfortunately nothing was noted on our account and this choice was news to the representative I chatted with. He said our choice would be noted and our card would be processed in 6-8 weeks. Long story short, and countless representatives later, we have only received two separate $150 VISA gift cards and have been told that that is our promotion we signed up for. I have 10 pages of word documents stating otherwise. Not only have we spent countless hours waiting to chat on the TWC chat, but we have made numerous phone calls with broken promises and empty words attached. We have had to jump through hoops in order to receive the promotion we were promised for upgrading our account. TWC offered an account credit instead; this was not the reason why we upgraded. I can only ponder how many other customers "settled" for the account credit.As we have completely exhausted our capabilities with contacting TWC, we decided to reach out to the Revdex.com. As per my saved TWC chat document, it is noted countless times that our request was received, and yet after months of prodding and inquiring, the promotion has still yet to be fulfilled.Desired Settlement: As this was supposed to be a promotion received since we upgraded our account with TWC, we only want what is due to us; the remainder of the original $500 VISA gift card. As we have received two separate $150 VISA gift cards, we are still due a $200 VISA gift card. We do not want an account credit as this was not the original contract upgrade.

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 cancelled TWC on january,**2014. I was charged for equipment that as per the customer service rep, "I did not return". TWC immediately sent this charge to a collections agency before issuing a final bill via mail, as the rep who closed my account had promised. I paid the entire bill of $226 when collections contacted me, which included a heavy fee for the lost equipment. A short time after I paid collections I received a bill from TWC for $75 dollars. Upon speaking to a representative, I was told I would be issued a refund of $226.96. The refund was supposed to be issued within 19 working days, it has now been 2 months and I keep receiving bills with different credit amounts.

I have called 3 times and have only been made promises that it will be mailed out in a few days.Desired Settlement: I would like my refund and to be finished with having to deal with this issue any further. They were very unprofessional during cancellation and have been no help in resolving my issue.

Consumer

Response:

When I was sent a 75 dollar bill after I paid the $226, I was told that it was an error. The customer service rep explained that a credit of $226 was owed to me and that there was no reason, just that the computer was showing a credit, in that amount. Last time I spoke with TWC was almost a month ago and the check was suppose to have been mailed after 19 business days. Now I just received a bill with a $75 dollar deduction from the original amount of $226, which brings my credit to $151.96. The bill does not specify the $75 deduction, just as a credit and one time charge.

I have returned all equipment to TWC and never received a notice to return anything in my years with them. I was simply told that equipment was missing and I would be charged. I don't know what kind of business practices they have when you cancel?

Most likely the money being credited to me now is overages from when you first sign up. Verizon Fios explained there would be a credit when I cancel TWC, as with all cable companies. I would like this matter to be concluded and not receive any further correspondence with TWC.

Thank you for any help you can give

Business

Response:

$151.96 refund is being processed and will be received within 10 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,

The check arrived 2 days ago. Thank you for the help.

Review: I have had continual email sending issues for approximately 1 month. I tried to get help by calling TWC's telephone help. After a phone tree, you get a tech in the Philippines. I tried on 4 separate occasions to get the issue resolved. They basically have you go through the same series of steps from the ground up each time. Among other things they check server settings etc. On one occasion, I was on the phone for over 2 hours with the tech. They supposedly bumped the issue up to a higher level. That tech went on my email and sent an email which went successfully. They blamed my email client (desktop program). I've used it for years on two computers with no problems. I tried 3 other clients and have the same problem AND I have the same problem when I use TWCs own website. Not ALL emails will be sent. The problem seems to be related to any attachments or links in the email as usually plain text emails will send. I generally cannot forward a message with links or attachments. I have tried 3 computers and even gone to other WIFI spots to make sure neither the modem or router are at fault. It is always the same. Last Monday I went in person to TWC in Middletown. I was told that tech service would contact me by phone either that afternoon or the next day. They never called Monday or Tuesday. I went back on Wednesday. I spoke to a [redacted], [redacted]. She emailed tech service and elevated it to a level 3 whatever that is. She also credited my account at my request for $40.25. She said they would call me at 11:30 that day. At 12 noon I called her to report that they didn't call. She contacted them again and I was called around 12:20. I worked with that tech checking settings etc. We could not get it to work. He asked for some time and would call me back, which he did. He still couldn't resolve it and was going to send the request to the server group. They were to call me that afternoon (Wed.) or Thursday. They never called. I called [redacted] again this A.M. to let her know. They have not responded yet.Desired Settlement: I want the service repaired so I can avoid having to change companies and notifying all my contacts. This has caused a tremendous amount of time waste and frustration.

Business

Response:

On 4/**/14 a one month credit was issued ($40.25) for the HSO services. On 4/**/14 customer was advised issue is with link being used in emails, customer informed to use a different link.

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.

While issuing the month's credit is appreciated and certainly the right thing to do, unless you went through the experience of working with TWC for over a month to get it resolved, you can't fully appreciate what a frustrating experience it was. It took about 10 phone calls and two in person visits to the local office to get any satisfaction. The problem stemmed from the fact that they have a new email filtering system of some sort that for some unknown reason did not like one of the links to an organization I belong to in my signature. At the very least, they should have alerted THEIR techs servicing email users that this was the possible cause of customer email problems. That could have saved ALL of us a lot of time and aggravation. This is a classic case of the right hand not knowing what the left hand is doing.

Thank you for looking into the matter.

Sincerely,

Review: I have experienced service problems since February which have not been resolved. My service goes out several times a day, sometimes for as long as 20 minutes. All my services go out: cable TV and Internet connections. I have called TWC at least a couple of dozen times and have had multiple service visits to my home over the span of six months. My service problem continues. I have been severely inconvenienced by this problem. I have shown more than expected patience and good faith. TWC cable has reset my box, changed the box, changed the splitter, checked wires in my building's closet, checked wires in my home. They told me my router was the problem; I changed routers and the problem was identical. Nothing has helped. In addition, even when connectivity is not compromised, my channels go out. My on demand in interrupted all the time. I experience pixellation repeatedly.Desired Settlement: I would like to be refunded for all charges since February [redacted].

Business

Response:

[redacted] sent a contact email on 8/**/13 after being unable to reach the customer by phone. There has been no reply as yet.