Time Warner Cable's New York City Region

Review: My internet service provider Time Warner Cable has not been providing me with internet service that I pay for.

I called up to have a tech come out and fix the issue on Saturday March ** 2014.

I was told a tech would come to my apartment and fix the issue between 2-3pm Sunday March **, 2014.

I waited to till 5pm when no tech showed up I called Time Warner Cable Tech department and was told that they had it on their records not only did he show up but he had fixed the issues.

This is where I told them no one came and they said they were sorry for the confusion and would send him back right away, and I should expect a call from dispatch.

I waited and waited, no call every came and no tech ever showed up.

8am this morning I was awakened from a conformation call for an appointment someone made for Tuesday March **, 2014.

I made or agreed to no such appointment.

I called time warner up today to speak with them about his issue and someone told me that they guy came today and had fixed it according to their records.

I said again no one had come to day and that the appointment was for Sunday not today(Monday).

This is were I asked them where to file a complaint and was thrown around to numerous people and eventually told I can only file a complaint on there website..

My internet service is still out and no one has shown up or told me why it says that I have had it fixed twice in the past two days when no one from there company has showed up at my residence.

The only manger I spoke with was [redacted] id# [redacted] and she lied and said it someone came today(monday) and no one had shown up today. also there was no appointment made for today.Desired Settlement: Please fix my internet, provide me with the service I am paying for, and apologize for lying to me and calling me liar.

Business

Response:

On 3/**/14 [redacted] left a message, voice mail, home number.

Consumer

Response:

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

the issue has not been resolved. Time Warner cable and it staff thinks this issue is a joke. I received a voicemail from a staff member of time Warner cable laughing for the first ten seconds on the voice mail and then goes on laughing and asking me to call her back. I felt extremely disrespected by this voice message and saved it as further proof of their horrible customer service. I would be more then happy to email said voice message of the women from time Warner cable laughing at my complaint on the voice mail.]

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

Sincerely,

Business

Response:

TWC takes the customer's concerns seriously and is conducting an internal investigation into the matter. Additional follow up will be made once the findings of the investigation are available. TWC apologizes for the difficulty.

Review: I recently received a bill from TWC from an account I closed in 2012. The charges were over 500 dollars for unreturned equipment and other unspecified services. I had personally returned my equipment to the [redacted] location when I graduated from school and moved downtown. At that time, I turned in my equipment and settled the account with the agent at the store. Since that time I have opened, used and closed two different TWC accounts at two different addresses in New York City. At no time has TWC contacted me about any problem with the previous account. At no time when I called in to customer service for a variety of complaints about my TWC service was it brought to my attention that TWC thought I owed them money. Now, months after closing my final account with TWC due to poor service do I get a bill stating that I owe money from a previous account. When I called to inform TWC that I had returned the equipment and settled my account in 2012, I was told by a supervisor that the records do show I had returned the equipment and I hadn't been billed for that (despite the bill I was holding in my hand). As for the remaining balance she says that I owe, she could not tell me what the bill was for, stating that the account was too old at this point and she can't determine what the charges were specifically for. It is completely ridiculous that a company thinks it can send a bill without specifying what the bill is for. Furthermore, I had been an ongoing customer with this company for years, during which time they had all my current contact phone and mailing address information. The fact that they would wait until now to claim I owe money (which they put into collections without informing me of the alleged debt) is outrageous. This is only the last in a litany of service and customer service issues I encountered with this provider.Desired Settlement: I would like Time Warner to adjust their billing record to reflect my zero balance and closed status on all of my accounts. (for some reason I continue to get statements for my most recently closed account with $0.00 balance). In addition, please remove my address and phone from any and all mailing lists as I no longer have any interest in TWC services and do not authorize TWC or any of its affiliates to contact me.

Business

Response:

IN RESPONSE TO COMPLAINT FILED WITH Revdex.com, TWC HAS ISSUED A

CREDIT ADJUSTMENT OF $107.47 IN GOOD FAITH. THIS CLEARS [redacted]'S

ACCOUNT BALANCE TO ZERO.

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: We are landlords of buildings in the located in the addresses submitted.

Time Warner Cable drilled into the walls without our permission and damaged them to install cable into the building. Additionally, there are over forty unused cables on our rooftop that were not removed after they were taken out of service.

We've tried multiple times to reach Time Warner to get a resolution. We've been visited by a engineering team member in July 2014, who agreed that it was an issue and said that a member of construction would contact us within a month. It's been over two months and the individual has been non-responsive without giving cause.Desired Settlement: Again, we've tried multiple times to reach Time Warner to get a resolution. We've been visited by a engineering team member in July 2014, who agreed that it was an issue and said that a member of construction would contact us within a month. It's been over two months and the individual has been non-responsive without giving cause.

Per our discussion with the engineering team member, we're fine with wiring each apartment in the building with Time Warner. However, Time Warner should remove the wiring and re-wire through our basemen a dumbwaiter shaft so that future damages are avoided.

Additionally, unused cables on our rooftop should be removed.

Business

Response:

TWC's Construction department is checking and will work with the customer and the landlord on the issue.

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:

No one from TWC has reached out to us to resolve this issue. TWC can call my cell phone directly at ###-###-#### to resolve the issue.

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:

We have not received the voice mail from [redacted]. If you provide us with a direct number to reach and contact, we will call immediately.

Thanks!

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

Sincerely,

Business

Response:

[redacted] can be reached at ###-###-####, Monday through Friday, 9 AM to 5 PM.

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: 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: On October [redacted], 2014, I signed up for Time Warner Cable Services on their website. I chose the option to pick up the equipment at one of their sites [redacted] location to prevent getting extra charges, they still requested my debit card information to make sure I have a good credit history. On October [redacted], 2014 I realized that made an unauthorized charge on my account for $59.99. I called Time Warner the minute I realized this happened, they claim it was an error, but I know this is not true because is not the first time that this has happen to me with this company. Time Warner representative assure me that I was going to get refunded the $59.99 with in 5 business days, today October **, I called my back and they said they haven't heard from Time Warner and now I have to fill out a dispute report with the bank in order to get my money back within two weeks.

I gave my debit card information in good faith to this company, now I have to wait a month to see if I receive my money. Time Warner Cable stole my money from my account.Desired Settlement: I want to be completely refund and if possible get compensation for all the time wasted trying to get my money back. Money that Time Warner took from my bank account without my authorization. The cancellation # [redacted] (for services I was planning to get, but never got, when I realized that Time Warner took $59.99 from my bank account without my authorization).

Business

Response:

TWC apologizes for the inconvenience and delay. TWC cannot reimburse for lost time and difficulty.

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 have used TWC as my internet service provider since 2008. Back then they lent me modem to connect. In 2012, I subscribed to their phone service, which needed a new modem so they sent me a new one. In 2013, when I moved places, I transferred my account, and while the technician installed the service at the new place he brought back the first modem that I didn't use anymore. With the quality of the new modem being so poor, I had a lot of issues with getting a working connection and finally had to buy my own modem to make it work.

In 2014, I moved again but this time, TWC decided to close my account and open a new one at the new location. Upon closing the account they sent me a bill for the two modems ($75 for the first one while it is only worth $40 in retail and $125 for the second one). As I had already returned the first one to the technician, I called to notice them and they allegedly opened a case to solve this issue. I also returned the second modem in person to the TWC retail location.

Last week, I got a call from a debt collection agency asking for $75 from TWC. I call TWC back to ask about the case and after waiting 45min I learn that the case was closed and that they sent it to the debt collection agency. They even noted on the file that the called me which is a lie and I did not have any voice message from them either. The representative told me they were going to look into this and call me back before mid-November. I then called back the debt collection agency that tells me that they still want to collect the $75. I thus call TWC back and after re-explaining the case for 30min to a new representative get them to write a note on the old account for the deb collection agency.

I doesn't make sense for me to pay $75 for a piece of equipment that I don't have and left to one of TWC's employees. I have read multiple other complaints and this seems like a standard procedure at TWC. Furthermore, sending this to a debt collection agency before contacting me is not an ethical standard practice in my opinion.Desired Settlement: Written confirmation that the $75 unjustified charges are not due

Business

Response:

TWC has updated our records and a letter will be sent to the customer in follow up and confirmation.

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 11/**/14, I placed a call to Time Warner Cable (TWC) requesting to move my services on Saturday, 12/*/14 to my new address. I had an appt scheduled at my new apartment [redacted]) between 8am- 9am on Sat, 12/* to transfer our cable and internet services, and to have home phone services added (taking my old phone number from [redacted] and transferring it to TWC). Instead, the technician went to the old address ([redacted]). Finally someone showed up at 10:45am. There are currently 7 problems with my service:

1. There are two accounts still listed as active. The [redacted] account should be closed as I no longer live there.

2. The TV package I was quoted on 11/**/14 when I called about the move included HBO and Showtime, and we are not receiving Showtime. I want that to be included immediately at no extra charge.

3. The technician left one of the cable boxes not working (without a power cord and with no connection to the TV) so we need someone to come and fix that.

4. The technician would not take our old cable boxes so we currently have five boxes although we only need three.

5. The wireless internet does not work throughout our apartment as was promised with the service.

6. Our phone number (###-###-####) was supposed to transfer from the [redacted], which was previously operated by [redacted], to our new address at [redacted]. However, the person who came did not transfer that number; instead he gave us a new number.Desired Settlement: I would like all of these issues addressed:

1. Closing the account at [redacted] immediately.

2. Getting Showtime as part of our TV package at no additional charge.

3. A technician should come to our apartment (at no charge to us) with the correct equipment and install the cable box correctly.

4. Someone to come to our apartment to pick up the old cable boxes (at no charge to us) - I will not go to the TWC center to drop them off.

5. A technician should come to our apartment (at no charge to us) to fix the wireless internet so that it works throughout the apartment.

6. Transfer our old phone number (###-###-####) to our new apartment.

Business

Response:

On 12/**/14 a [redacted] issued a $25.00 credit for appointment issues and confirmed a call for 12/**/14, 5 PM to 6 PM.

Consumer

Response:

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

[Your Answer Here]

We had a technician come yesterday (Thursday, December **) who fixed the cable and the wireless service, but we still do not have the correct phone number. Until my phone number from my old apartment (###-###-####) has been assigned to my new apartment, I will continue to keep this complaint open.

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

Sincerely,

Business

Response:

TWC was unable to reach customer, however, a $43.25 credit was issued to offset the 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: We ordered the Mayweather fight and agreed to pay the $99.99 fee. We were not able to see the fight at all. Supposedly the fight came on around 12:20 AM and I understand the fight was over soon after this. After being on hold for over an hour to complain about the issue we did not get through to Time Warner. We called the following day and told them we were unable to see the fight and wanted our money back. We finally heard from them today and were told that we would receive a $25 refund. We only agreed to pay this money to have an enjoyable time with family. Everybody went to bed by 11:00 p.m. since our tv screen was totally black. I did not receive the services for the fee.Desired Settlement: Time Warner should give us a full refund since they did not provide us with the service requested.

Business

Response:

TWC regrets the difficulty, however, the $25.00 is the maximum to be applied for the issue.

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 $25 credit is not in line with Only about 50 % of fight being displayed and heavy delays without information about status or ETA on resolution.

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

Sincerely,

Business

Response:

TWC will consider the issuance of a second credit of $25.00, in goodwill, to resolve the issue. The credit offer is open for thirty (30) 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,

Review: I called time warner cable to have service restored. I didn't have cable with them for 19 months. When I called I was told that I had an outstanding balance of $1000. I said I don't have that type of money. Customer svc said let me transfer you to a different dept and see what they can do. Someone from the collection dept said let's see what we can do. He came back to the phone and said are you able to pay $381.00 I can have the service turned back on. I said not now but can you make a note to the account so when I call back there won't be any issues. He said fine. Two days later I called back and spoke to [redacted]. I said I want to pay do you see any notes she said yes pay the $381. I made it very clear to her please make sure this is true I don't have the money just to pay and don't get service she said don't worry it's noted here make the payment. I received a conformation # for both the payment and appointment to have svc restored. Two days later a manager named [redacted] called me who was very rude said I cancelled your appointment because you needed to pay the full amount. Where not returning your money and your still not getting service. I said but this is what I was told. She said well unfortunately you were told wrong. I said how are you going to do that what if I cancel the payment she said do what you want you not getting your money back. I said I don't want the money back I would like to have the service. She said when you pay in full. I asked for another manager and she said pay us another $167.00 then in two weeks pay the other half then you get service but until then it's nothing we can do. Not only did they take my money I was promised something and didn't get it.Desired Settlement: To have service restored

Business

Response:

Customer spoke with Ms. [redacted] who relayed the details of a Fixed Payment Plan to maintain service while paying the back delinquent balance. Customer declined and also refused to return TWC's equipment.

Review: On the Time Warner Website, they are advertising a 3-in-1 service including TV, Internet and telephone for $79.99 per month. The cover of the website specifically says:

"Save Big With Internet TV and Phone"

79.99/month for 12 months

+ up to 200 channels with digital TV

+ download speeds up to 30 Mbps

This is all the front of the website says. I went to order the package, but found out that the $79.99/month is for only 20 channels and a download speed of 3 Mbps. If you want the 200 channels and 30 Mbps, it costs significantly more. Also, there are a whole bunch of additional things that need to be purchased which inflates the bill even further.

There is a $10.25 monthly charge for the HD box.

There is a $30.00 monthly charge for the "up to 30 Mbps" option (my order had defaulted to the 3Mbps option - significantly slower, and not what was advertised on the front page.

And a $5.99 monthly charge for the modem (I already have a modem - but what if I didn't?).

So, my total charge would come to $136.23 - nowhere near the $79.99 as advertised.

There is not even a notification that other charges may apply.

I called time Warner about this but couldn't get an answer from their representatives - they could only view what their computer screens were showing them.

I think this is false advertising.

Thank you for your help.

- [redacted]Desired Settlement: I want Time Warner to honor the $79.99 price for the digital TV, 30 Mbps Internet service, and Telephone.

Business

Response:

The $79.99 (plus equipment) is promoted, both online and in other media, as a base package. Disclaimers are provided with advise potential customers that other fees, taxes and restrictions will apply. TWC regrets that [redacted] did not see this information.

Business

Response:

The $79.99 package is a "Basic" package, higher tiers are available at higher rates. All advertisements will note "terms and conditions will apply." The customer takes issue with the terms and conditions and TWC regrets his dissatisfaction.

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:

Dear TWC:

I don't take issue with any terms and conditions that apply. I understand that.

These are the issues that I am protesting:

1. The advert doesn't say that terms and conditions apply. It simply says that the rate is $79.99 (as you can see from the screen grabs of the advert that I submitted earlier).

2. The advert says that I would receive "up to 200 channels with Digital TV" and "Download speeds up to 30Mbps". All for $79.99/month for 12 months. When I tried to order this specific package, the fee was substantially higher.

Because of these two reasons, I believe the advert is false advertising. Please address these specific issues.

Thank you,

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

Sincerely,

Review: Time warner cable blocked all my websites on my home computer. I am not able to use my home computer to access any websites. Everytime I try to go to a website the Time Warner Logo comes on telling me that I can sign up for internet service with them by calling the # they have listed. It is costing me alot of money and causing me stress. I contacted Time Warner representatives several times and they claimed since I don't have internet service with them, they cannot help me. No , I don't have internet service with them. I only have Cable Service with them. My dsl service is with [redacted] and it has been that way forever. Time Warner Cable was quick to brush me off to [redacted], stating that it's their problem, I contacted [redacted] and they checked everything and they are not at fault. I have no service and paying [redacted] for nothing, thanks to the incompetence of Time Warner Cable. I tried for days to resolve this proble and nothing was done. Very rude customer service and management at the same time. How can you tell me it's not their problem when their logo is on my computer and blocking everything? They are just pushing a product on me that I refuse to have.Desired Settlement: I need this Timewarner page takes out of my computer. It is disturbing my life. I also want a cash refund for all the time I stayed without internet service. A mistake was made by someone changing lines.

Business

Response:

Customer does not have TWC HSO service, TWC cannot assist further in this matter.

Business

Response:

Customer was advised, clearly, that she is not a TW Cable subscriber, any pop-ups, blocks or other internet related issues must be directed to her high speed provider. This is not a TWC issue.

Consumer

Response:

[redacted]:

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

[Your Answer Here]. I also made it clear to Twc that my internet provider,[redacted], went thru 2 hours of trying to see if the problem that Twc is causing me, by trying to push me , in a sneaky way, without my permission, and block all my websites so I have no choice but to sign up with their internet service,which was obvious, all I had to do is say yes and they would sign me up right away, was caused by [redacted]. Twc didn't even try to see for a minute if anything can be done or maybe their technician made a mistake and crossed the lines, which ,yes, I did suggest to them that it could be a possibility, but no they said it can't be. All they did was brush me off. After I requested for them to send a technician to check the lines to see that maybe they were crossed, they said ok, we will send one. Guess what ? they never did. I called them back and they said they don't have to send a tech out because I don't have internet service with Twc. What does that have to do with that? Cables can be crossed many ways. Once again they brushed me off to [redacted]. Good job TWC I am sure your customers would love to hear about this.

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

Sincerely,

Review: In 2007 I have asked for a basic internet service with Time Warner cable, until august 2012, when I have cleared my account with this connected to [redacted] and to [redacted] who was placing an order to disconnect. no person had any power to finalize the mistake made by Time Warner then she turn me to her supervisor [redacted], he was reading the report and according to him I owe an equipment to the time warner, totally ignoring the fact that I had my own equipment in 2007 when I first started the service. I know for fact that time warner is not disconnecting me from the accounting department , using the equipment as a cause to continue illegal charges. I am asking for your help, since we as customers are powerless.The issues I have with this company is very simple:1. why I was not disconnected in 2012 after I have asked?2. If my Modem was removed by a Time warner technician and exchanged for another one why was I not informed? and why am I charged for a new modem if I did not need one?3.Why did I have to go through a 4 hour loop taking to incapable customer service agent(S)wasting my time in frustration.Desired Settlement: I like to be disconnected from time warner cable, I don't owe anything to this company, I have cleared my account in aug 2012, and I had my own Modem.1. I like to see a termination of my account with 0 balance.2. I need to be compensated for 5 hours of my precious sunday time. I will accept $250.00 per hour X 5hours=$1250.00 dollars talking to the customer service.

Business

Response:

Customer has been advised must return modem to close account, if modem is not returned account will remain open.

Business

Response:

Dear **. [redacted],

This is to confirm the action taken on your account.

Upon your payment of $48.48, we applied a $100 credit to the account, as offered to you by **. [redacted]. In addition, in good faith I reversed the $8.50 late fee charge that was most recently applied, and I reversed the $5.00 payment convenience fee (which is otherwise applied when you make a payment through a representative).

As per your request, we have placed the ELP (El Paquetazo) Internet service on your account. As I explained, the ELP internet service is an introductory service and intended for our customers who are light users of the internet. The charge for this service is $14.99 per month. Besides this charge, there is a monthly charge of $5.99 for the Modem Leasing Fee, and a state and local sales tax of $0.53 that also appears on monthly basis.

At present, your internet service is provided through a Time Warner Cable modem (serial # [redacted]). You may purchase your own modem from an electronics or computer store and have it placed on your account, so long as it’s compatible with our service. Listings of compatible modems can be found on our Timewarnercable.com website. If you do replace our modem with your own, you will save the cost of the monthly modem fee. Our modem should be returned to us once you’ve established your own modem on the account. An unreturned modem will be subject to a charge for missing equipment. Please bear in mind that Time Warner Cable does not service or provide support for a customer-owned modem. We will assist to the point of where our cable signal connects to the customer’s modem.

I hope this has been helpful. If you have any additional questions please feel free to contact me or **. [redacted] at ###-###-####.

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:

Dear trudy, for unknown reasons you have not been responding to me when your intervention was needed. As a result WARNERCABLE ASKED ME TO PAY PART OF UNREASONABLE CHARGES which belonged to someone I have no associations with, in addition they keep charging me a monthly fee for the device I have already paid for. I AM UNHAPPY ABOUT MY NEGOTIOATION WITH WARNER CABLE. THEY NEVER ADMIT WRONGDOING BECAUSE THEY ARE BIGGER THAN A AN INDIVIDUAl. I HAVE PAID THEM BECAUSE THEY CAN SEND AN UNPAID BILLS TO THE CREDIT AGENCIES.

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

Sincerely,

Review: On 9/**/13 I received an email from TWC stating that they would extend my complimentary rate of Extreme Internet service for the monthly price $44.99 (a savings of $30 over the standard rate) until Sep. **, 2014. The letter stated that I didn't need to take action and the price would be reflected on my new invoices. This is not the case. In December I was billed for $64.99. I have since contacted TWC, numerous times over the phone (on Dec. * & *) and then in person at the [redacted]. I took the letter to the service center and after speaking to FIVE people at the Manhattan location (two of which were [redacted]), [redacted] (one of the [redacted]) finally assured me the rate listed in the letter was added to my account. She manually adjusted the December bill to reflect the updated rate. I was contacted by a customer care specialist ([redacted]) on Dec. [redacted] to find out if I was happy with the outcome. I told her that I would have to wait until the next billing cycle because I wanted to make sure they added the new rate rather than just adjusting the one bill. She assured me that my rate for the Extreme would be $44.99 and that I would not be bothered with this issue again. I just received a bill for January and it is again for $64.99.Desired Settlement: The advertised monthly rate of $44.99 for the Extreme Internet package billed to my account. I do not want to have to call each month to have the rate manually adjusted from $64.99 back to $44.99.

Business

Response:

Customer has been advised he now has discounted rates ($34.99 for 12 months). He accepted the discount and 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:

Dear [redacted],

Sorry we got cut off today. Yes, please do reopen the case. I was contacted shortly after opening this case by a woman saying that they would lower my bill to $35 a month for a year for the same tier of service. The woman stated numerous times that she would take care of it. ** she was the latest in a long line of people that said they “would take care of it” I was dubious. Turns out she didn’t actually change the price as I was billed this month for $55 and I see that I am scheduled to pay $55 for next month too.

I cannot believe how long this is taking. I talk to people over the phone, I went in person. Each has assured me that they will change the price but none actually do it. So yes, once gain, this case needs to be reopened.

Thank you for your time,

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:

MESS**E FROM BUSINESS:

This exchange has reached the point of ridiculousness. Let's go over your responses:

In order to avoid an confusion and to bring this matter to a close we will reply point-by-point to [redacted].

Ok, let's start this again. **ide from the fact that your answer is incorrect, I asked numerous times and [redacted] Edwards confirmed that the new $35 rate from this complaint did indeed include the Extreme package, let's start from the beginning.

[redacted] recalls their brief discussion centered on Standard Internet only. [redacted] does not remember offering the Extreme Internet and did not review the rates or packaging for Extreme. If there were confusion of any kind, TWC apologizes. However, there is no basis to provide the Extreme Internet unless it is based on the appropriate rates, $20.00 per month.

Not much to say here unless you can produce the phone call records. I definitely spoke to her about the Extreme package BEC**SE TH** IS MY CURRENT P**K**E.

I am attaching the letter I received from TWC, specifically [redacted], on September **, 2013. In it I would like to bring your attention to a number of lines:

Directly from the letter:

you’ll keep enjoying the services you love for a total of $44.99 per month—that’s still a savings of $30.00 per month off the standard rate.

Notice that it says "total of $44.99 per month", not $44.99 plus a $20 fee like you keep trying to sell me now. **so, to reinforce this, the same line goes on to say "that's still a savings of $30 per month". So it is obviously including the high speed package.

The letter makes no reference of any kind to Extreme Internet or any other level of service. It references only the savings off of the Standard rate, not the Extreme rate.

**tached is a copy of [redacted]’s then current statement. He was subscribing to Standard Internet only. There are no references to Extreme Internet anywhere in the letter he has attached.

The level of dishonesty here is unbelievable. I received the Extreme Internet upgrade for a year for the price of the Standard package for the reason that I had an issue just like this very one over a year ago. The price in the letter, my then-current rate would normally go up to the full price of the package ($74.99) but will not because he is extending the discount for another year, is reflecting the now current base rate of $44.99. It says that I am keeping my current level of service, (you are correct in that it does not mention the Extreme package by name BUT IT DOES BY PRICE), for a discount of $30. No, you are correct that is does not mention the packages by name, but the prices correspond to the high speed packages and the letter M**ES NO SENSE out of context. How do you reconcile that the letter says I will be saving $30 per month for my same level of service?

I already have in the price. **ain to reinforce that the $45 total monthly price is my new rate, you can see that in the previous line:

your next bill would reflect the current standard rate of $74.99 per month.

So THE LETTER EXPLICITLY ST**ES that the new rate is for the high-speed package. I should be saving $30 per month. Not the $10 that you wish to give me now.

The letter states only the changes pending for the Standard Internet.

No, the letter says I will continue getting service for my same level of service for a savings of $30 per month. If you want to go by the letter of the letter and agree that the discount rate is for the stated Standard Internet, then I should be paying $15 per month (a savings of $30 over the standard rate).

I have tried to deal with you in good faith. You do see from my point of view that I was quoted a rate and then I receive a bill for a completely different amount? I am not asking for something special. I am trying to get the rate that YOU sent ME. I have spoken to too many of you. This has been going on for too long. I tried to deal with you on the phone, I tried to deal with you in person. When that didn't work I opened this case with the Revdex.com. ** each step of the way, someone read the letter and agreed that was the price I should get and the situation should have ended there. But no one has been able to actually implement the rate. I am giving you one last chance to reach an amicable solution before I seek legal action.

The letter includes no references to Extreme Internet. TWC requests [redacted] again review the letter and advise us where the offer for Extreme Internet appears.

Look at the prices. Your standard rate is not $74.99.

** amicable solution at this point is this:

The rate that you have stated in the letter for the duration of a year (the time frame has been stated in the letter). We are now in February. You have been overcharging me for months now. I will also request that you refund the overcharges from the past few months. This rate needs to be implemented in a way that I do not have to call each month to get my rate adjusted.

Customer is being given a rate which is lower than the rate quoted in the letter, for Standard Internet. The rates are not negotiable and if customer subscribes to Extreme Internet he will be billed accordingly. TWC considers the matter resolved.

This is a very selective reading of this matter on your part. You have not addressed the $30 per month savings or reconciled how the prices referenced in the letter DO NOT M**CH what you are trying to say.

Your prompt attention to this matter is greatly appreciated.

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

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 based on the letter which made no reference to Extreme Internet. TWC cannot honor a service package at a rate which does not exist, even if there was a miscommunication between [redacted] and the customer. TWC considers this matter resolved at this time.

Review: When I bought two TVs at Best Buy in November, 2013, I signed up with Time Warner Cable. I was told that if I paid my Time Warner bills for three months I would be entitled to a $300 visa card. I called Time Warner on a few occasions and was denied eligibility. I recently called Best Buy and spoke to the person who helped me sign up for Time Warner. He told me that they changed this promotion after that date and can no longer offer me the visa card. I think this is unfair since at the time it was valid. Can you please help me obtain the $300 visa card that I was promised. Thanking you in advance.Desired Settlement: $300 visa card

Business

Response:

On 4/**/14 customer was given a credit of $300.00 and a 12 month discount which they accepted to resolve the issue.

Review: For sometime, a Time Warner employee and/or agent (which was authorized to act on behalf of Time Warner) - [redacted], contacted me due to my TW outstanding bill. This agent stated that TW has a program that is available wherein payments would be reduced if it was satisfied in a one time cash payment. As a TW Employee/Agent, It wouldn't dawn on one that this was a scam. However, I uncovered that it was and this agent (which TW has already acknowledged that they are aware of this agent) was using some form of credit scam and having the payment reversed back to the account (after the payment were already made). I already paid a TW agent the accumulated outstanding balance and then due to some sort of fraudulent activity, the balance was placed back to the account. Upon information and belief, this agent was fired (due to these unethical collection practices). I attempted to resolve this with several TW [redacted] ([redacted]), and when I advised them of what had happened, they knew of this issue with other accounts and on several calls I was told that my account would be re-issued the credits. After almost a year of hearing this on countless calls various e-mails were sent where the [redacted] advised me that they would not credit me the payments I made to their agent (which was authorized to act on their behalf).Desired Settlement: After I was made aware of this fraud, I paid my monthly payments directly to the TW billing center. So the remaining balance is what was owed to me. I request to have my account credited what their agent fraudulently has done (and zero out the remaining balance).

Business

Response:

[redacted] has been contacted by [redacted] of our Security department. [redacted] advised [redacted] that he should bring this matter to the attention of the Police department. Time Warner Cable has applied credit of $281.04 to the account as a courtesy. This adjustment will appear on [redacted]'s next billing statement, which is to be issued on 4/**/14.

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]

An agent and/or employee acting on behalf of their company stole from their customer. Upon information and belief, this agent was an authorized COLLECTION agent given the authority and paid by or on behalf of TW to accept collection funds along with handling their equipment - on their behalf. Any unethical conduct done by their agent, should not be my responsibility (a customers' responsibility). Therefore, they must be bound by their agents actions. Using their logic, if I go to a payment center and pay my bill to their agent at the cashier and this agent gives me a confirmation number and unethically pockets my payment - they are suggesting I must go another route (even though this agent is being paid by or on behalf of TW to do that task - and/or enforce collect payments). That unfortunately, should be TW responsibility not their customer - since the unethical acts were done during their tenure/employment or authorized agent of their company. If TW wishes to "zero" out the remaining balance, I will discontinue the pending small claims action. Should they remain stead fast on not honoring what their agent's unethical practice, I will be forced to seek additional fees including but not limited to: attorney and filing fees (on the pending Small Claim Queens Action, which has a Court appearance scheduled for September 2014).

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]

TWC attorney has already confirmed that they have secured the Small Claims Court notice and will not contest service. I request to have this Revdex.com complaint open until the Court decision and once again, have the Revdex.com re-grade TWC. Thanks

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

Sincerely,

Business

Response:

TWC defers to the proper authorities in this matter.

Review: I requested installation of Time Warner Cable internet services, and was given an installation date of April [redacted] and emailed a confirmation number. When I called to confirm, I was told no record of my appointment existed. The initial customer service representative was very unhelpful, and transferred me to no one. I called back a second time, and after 30 minutes was told that they needed to do a serviceability check. I was given an appointment for April [redacted], and very clearly spelled out my address, providing cross streets and a zip code. On April [redacted], I received a phone call while at work that an employee was at my apartment ready to install. I left work, arrived home, saw no truck, and called the employee. He was at the wrong address. ([redacted], instead of [redacted]. Not that close). He kindly called the company and then informed me that my building could not be serviced by Time Warner, however the apartment he was at could be. I am aware that the customer service representatives receive a commission for making appointments, but this was done at cost to me. I was deceived into believing I could receive services, and my appointment clearly had a record, as someone did show up. This deception is unethical.Desired Settlement: I would like it if Time Warner desisted this unethical practice of setting up appointments when services cannot be delivered. Additionally, I would like a written apology for the wasting of my time.

Business

Response:

On 4/**/14 [redacted] left a 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:

[Your Answer Here]

No voicemail was left.

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

Sincerely,

Business

Response:

PER BANKING SERVICES TWC CANNOT REFUND COURTESY CREDIT. ACCOUNT WAS NEVER ACTIVATED AND CUSTOMER WILL ONLY BE REFUNDED THE INITIAL PAYMENT OF $64.32.

Review: My house was destroyed in hurricane sandy. Since then we have not had service and the equipment is in the Atlantic ocean.

I immediately called time warner and told them about the situation. They canceled my service and now they are again charging me for service which was cancelled two years ago.Desired Settlement: Wipe out my balance and stop charging me until I rebuild my house and need actual service again.

Business

Response:

Records have been updated, all charges have been reversed. Copy of statement confirming credits is applied.

Review: Cancelled DVR service on February *, 2014 and visited [redacted] location to return (2) Samsung DVR cable boxes. No record exists only suggesting that one cable box was returned. Though I discontinued DVR capabilities and services on February 2, 2014 they have yet to omit the service and fees have incurred as of last billing cycle - June 2014. Cable box was found in their warehouse on June [redacted]. However, they are requiring that I pay the balance ( which includes equipment and service fees from the Samsung DVR box since February) or my service will be shut off. My monthly bill averages $64 dollars - I currently owe $197. They suggest a credit once balance is paid in full.Desired Settlement: Because I have given multiple payments of $50 a month since March to keep service, I would like to know if the accounting used to summarize my billing statements is accurate. The desired outcome is for my statement to be adjusted and my payments have only gone to services that I requested. I am submitting this request this evening for I have been informed that my service will be shut-off after June [redacted].

Business

Response:

6/**/14

Services restored from non-pay status, corrected account for disputed DVR fees to 2/**/14, credits exceeding $160.00 were applied to resolve the issue. Customer accepted and agreed to pay remaining amount due. Credit adjustments will appear on next billing statement.