Time Warner Cable's New York City Region

Review: A few months ago, I called TWC to inform them that my bill was to high. I stated to them, that if they can help me out, I would be willing to stay with them. All along, I stated that my budget was $190.00 (inclusive of taxes). When I called rep initially, she stated that, with the current promotions, they would be able to meet my prices and upgrade my services. Every month since the initial change, TWC has not meet their end of the bargain and charged me $220.00 plus. For the past 3 months, I have called and complained, and begged, and every month, they provide multiple credits and state that the problems has been fixed and from now on I will pay my desired amount of $190.00 (inclusive of tax). However, TWC still continues to charge me way over the promised amount.Desired Settlement: I need an adjustment for last month so that the billing amount is $190.00 approx (inclusive of tax). I have confirmed with their agents that recording do exist. Every time I ask for the recording, they say they will put in a request but I never hear anything from them. I would like TWC to hear all of the recording for the past few months and give me what they promised me. Additionally, TWC refuses to put anything in writing when something is changed via phone. Other then the recording I have no support - However, TWC can see that they have messed up by all of the credits they have issues to be in the past - before this month. Every time I call TWC to cancel, they assure me that the problem has been fixed.

Consumer

Response:

After many phone calls to twc, it appears that they have resolved the issue. 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 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 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: 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 cancelled Time Warner July 2013 and switched to [redacted]. I scheduled them to pick up the equipment as I was going to be out of the country for the next two months (but my roommate would be home).

I get back to NYC at the end of September to find out that they never came and they would not allow my roommate to drop it off because the account was under my name. So I call them and fight them for months, waiting for calls back that never happen, being transferred back and forth to people who cannot or will not help me. At this point, the so-called $400+ charges/fees that they think I owe has gone into collections.

Finally! Finally! A “[redacted]” in South Carolina calls me back in December 2013 and states that the account has been cancelled officially and they will remove the charges from debt collection. I saved his voice mail with this promise, as well as saved the letter from the debt collectors that the debt has been removed.

Fast forward to May 2014, I get a collection letter from a different collection agency. I contacted the debt collectors and they informed me only Time Warner can remove the debt collection case on me. Since then I have been fighting with Time Warner. I refuse to pay for a service I was not receiving! I have been using [redacted] since July 2013 !!! It is not my fault that they did not show upto pick up the equipment after I scheduled so.

Every time I contact Time Warner, which has basically been a bi-weekly event – I keep getting told that some one from the mysterious charge off department will get back to me this week. And I go through this every week, threatening to sue (at this point, I am gathering a group of people with similar issues to take action) and so on. However, the Charge Off department does not have a direct line or a name of a [redacted] that I can reference.

I am exhausted fighting them and am furious how this has ruined my credit. No one will get back to me with a resolution and when I call, I get the same runaround story. It is absolutely ridiculous how this company is allowed to treat people and steal their money for services they did not receive.Desired Settlement: Remove my name and account from any and all debt collectors

If this does not take place soon, there will be a lawsuit in the near future for these unauthorized charges.

Business

Response:

Time Warner Cable has recalled [redacted]’s delinquency from the CCS collection agency, and [redacted] no longer owes any money this matter. The CCS collection agency was unable to send correspondence to [redacted] regarding this resolution; they noted she requested no further contact from their office. However, they advised that [redacted] can go to the CCS website, [redacted], at her convenience, to print the confirmation letter on the disposition of her now-removed delinquency. In addition, the adjustment to [redacted]’s former Time Warner Cable account resulted in a credit balance of $113.63. Per our Banking Services department, a refund check has been processed and is being sent to [redacted] at her [redacted]. [redacted] should allow 2-3 weeks from 11/**/14 to receive the check. I left a message for [redacted], 3:45p, advising of the resolution in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will believe that response when I see it actually happen ... when I physically receive a check from them and when I can go more than a few months without a collections letter. Also, I never stated for them to not contact me, not sure what they mean by that. I have been trying to get an answer from them for over a year.Will be sure to keep Revdex.com updated if this is not resolved within a month.

Sincerely,

Review: My Time Warner account is past-due, and I need to pay it by 3/--/2014. I will be paying it on 3/--/2014, and called them to let them know. Last week, my phone, which is included in my package along with the Internet, wasn't available for a day. Now, my On-Demand channels, which are included along with the premium channels I pay for have been turned off. I called to find out why and a recording told me until I pay, I won't be able to get them. When I asked for service support, it kept sending me back to "pay your bill online". Now, I pay for On-Demand along with my premium channels, Am I going to get a credit back for the service that was withheld once I pay the bill? Also, this was the 3rd. time since February that I had no phone service. I don't know if it is intentional, but I am a cancer patient- I NEED THIS PHONE. I have called about this before and all they say is sorry. Another thing is, if I were a new customer, the service I pay $129- per month for would be $79- with an additional premium channel. How can this be legal, to discriminate against older customers? If they weren't a monopoly in my area, I would dump them for another service.Desired Settlement: credits for phone downtime, which I have reported, credits for On-Demand and the part of my original contract that shows they can do this. This is like having phone service, and when you bill is late, they disallow you from making long distance calls.

Business

Response:

A service call is reserved for 3/**, 11 AM to 12 PM to address the service issues.

Review: Time Warner Cable of NYC [redacted]

Attn[redacted], and/or Complaints Department

Dear Sir/Madam:

Re: Fraud, misrepresentation, deceptive trade practices, deliberate overbilling, theft by deception

This letter is written to you because my attempts to resolve this matter with the TWC by phone and E-mail were fruitless, and its representative failed to mail me a promised response.

I requested the change to the cable service to my apartment, upon my information and belief, more than seven years ago. The said new service was supposed to include such premium channels as HBO and Show. The TWC agent who accepted my order told me that to get those premium channels I should subscribe to the preferred service instead of the standard one. In reliance on that representation, for more than seven years, I duly paid by mail the TWC' bills not only for the Premium channels but also for the preferred service.

On or about September **, 2014, I requested the TWC agent to disconnect my premium channels and switch me to the standard service. During my telephone conversation, that TWC agent disclosed that I did not need the preferred service to watch the premium channels. As a matter of fact, due to my limited spare time, I did not need preferred service at all, and I would have been satisfied with the standard service.

Due to the deliberate misrepresentation by the TWC agent that I needed the preferred service to watch the premium channels, I was fraudulently induced to pay for the unnecessary preferred service for more than 7 years. Since the TWC charges for the preferred service more than for the standard service, I requested that TWC agent provide me with the dates and sums the TWC has been charging for the preferred service extra in comparison with the standard service for more than 7 years. On September **, 2014, my unnecessary preferred service was changed to the standard service, and the premium channels were disconnected. Although the TWC agent, after consulting with her manager, promised to mail me the requested response I have not received anything yet.

On February *, 2015, a person who presented himself as "[redacted] from TWC" called up after 09:00 pm, and started arguing with me as like a debt collector, in the attempt to coerce me into dropping my claim. I requested that the TWC answer me in writing about the exact time it started overcharging me for the service I did not need. I also requested that "[redacted]", who never stopped talking, not to call me up so late.

Very truly yours,

Dated: March **, 2015Desired Settlement: Refund

Business

Response:

On 3/**/15 [redacted] offered a credit settlement to resolve the billing dispute. [redacted] declined the request for 7 years credit, totaling $10,123.08. Sh did offer a credit of $139.68 to offset one year's charges for Variety Pass. Customer refused.

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 total sum of my request is misrepresented by the business, the business wants to avoid responsibility, keep its ill gotten gains, continue concealing the requested data, and to continue its fraudulent conduct. The fraudulent actions by the business lasted for more than seven years. The misconduct of the business in misrepresenting the service, overcharging, submitting improper bills and in receiving and keeping the ill-gotten payments, that the business is not entitled to, had been happening for more than seven years, i.e. in more than 84 instances. Pursuant to NYC CPLR s. 213, the statute of limitations only for fraud is 6 years. The illegal activities herein have a multi-year repetitive pattern additionally entitling the consumer to the treble damages and to the interest on the improperly collected money. The racket should not be rewarded by illegal self-serving limitation of the liability by the business. The business should not be rewarded for its wrongs. The adverse decision will only further encourage the business' fraudulent conduct. Respectfully yours, Consumer

[Your Answer Here]

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

Sincerely,

Business

Response:

TWC will provide credit as described in our Subscriber Agreement, which can be found at [redacted] and as required by franchise and regulatory obligations.To clarify, TWC’s credit policy states the issuance of credit is justified after a confirmed loss of service for a minimum of twenty four (24) consecutive hours on a substantial portion of your service package. Service loss is confirmed either by an area wide outage or by a repair technician on an individual basis (a service call to your home). The issue also must be confirmed as cable-related (and not the result of customer equipment). This customer's request does not meet TWC's criteria.

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 would consider accepting credit payments for all overcharges during the time when the business deliberately and intentionally overcharged me by systematically using fraud and misrepresentation for many years, and then withholding information about the scope of its wrongs, and placing itself above the law.

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: Hello,

I have been attempting to cancel my Time Warner Cable service forever and the company does not have a great cancellation department . I own a house that is being sold and have not lived in residence for the past 2 years. I do not have a cable box that needs to be returned nor do I have a remote or any other hardware that belongs to them. I just need the cable discontinued!

My name is [redacted] A/C# [redacted]

The address of my old residence is: [redacted] Can you please help me with this. Their 1-800 #'s are terrible, calls being dropped, wait times ridiculous, transfer of calls dropped, one hour calling 1-800 #'s constantly frustrating, no address on website for a formal letter of cancellation to be sent too, website AMY contact CGI person no help!

Sincerely,

[redacted]Desired Settlement: Resolution: Cancellation of services

Business

Response:

Complaint has been forwarded to proper system for assistance and handling.

Review: After having over six months of issues with the delivery of the high speed internet we paid for, we moved out of state. I contacted Time Warner to cancel our account on or around May [redacted], telling them to close it as of May [redacted], 2014. At that time I was informed that we would not be billed past May [redacted].

They billed us for the months of June and July, denied having any record of the account being cancelled (although they then admitted they had a record that I had called to cancel the account), and said we didn't return the equipment.

A neighbor returned their equipment for me on May [redacted] or May [redacted]--I don't have the exact date or details, but I've been trying to obtain them. Regardless, the equipment was returned, and we do not owe anything to Time Warner for services past May [redacted], 2014.Desired Settlement: For Time Warner to agree that we do not owe them money.

Business

Response:

TWC has no record of erquipment return or request for disconnection. Customer must provide a copy of the receipt for the return and fax it to [redacted] at ###-###-####. Upon receipt (and verification) of the documentation TWC will assist further. Without documentation TWC cannot assist further.

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: 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: 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.

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: 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: 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: Time Warner has repeatedly and excessively failed to complete service at every step of the way, from pre-installation to installation. Technicians fail to show up, customer service people promise to call back and do not call. Appointments are scheduled and then mysteriously cancelled with no warning. Phone calls to correct the problem last hours and result in nothing. There is no way to reach the same service person who helped you on a previous call, and no accountability for incompetence. Because Time Warner is the only internet service provider in my area, I have no choice but to deal with these people. It is an unfair monopoly resulting in lost work hours, lost pay, lost time, and harmful stress. I cannot be the only person to have dealt with this - this company must be held accountable. Internet is a necessity for working people in this day and age, it is not a privilege. Utility companies that because of a monopoly feel they can run roughshod over their customers must be held accountable.Desired Settlement: I want Time Warner to be treated as an illegal monopoly. I want a choice of internet service provider in my neighborhood. I want a greater refund then the refunds that have been offered. And I want my installation completed.

Business

Response:

Time Warner Cable completed the installation for this location and addressed service issues. The customer has received a total of $186.60 in credits (service and courtesy), and will receive an additional $7.00 off per month through the March, 2015 billing statement. There has been no payment made yet, but with adjustments to the account, the customer owes only $13.07, for service through December [redacted].

Review: Wow. I cannot believe we are here again, to file a complaint against the Revdex.com.

My girlfriend arrived home at the apartment we share this evening, 10/**/14 @ 7pm and was ready to jump on a conference call for work to secure an important client.

Wouldn't you know it, the Internet was down. When we finally got a hold of the TWC's shoddy customer service team, they made bogus claims about why it wasn't working (faulty modem, possible outage). Eventually, the rep named [redacted], revealed that they had a hold on our account because they wanted us to purchase a new modem.

How disgusting! Our service was interrupted, our business affected, simply because TWC is trying to make an extra buck.

I would like a refund for my services this month. I am beyond disappointed.

Thank you,

[redacted]Desired Settlement: Credit for the month of 10.**.14

Business

Response:

On 10/**/14 a TWC representative apologized and issued credits totaling $40.00 for the customer's inconvenience and loss of service. The customer accepted the credits.

Review: I am a 65 y.o. semi-retired man and my wife recently lost her job. We have tried to reduce our Time Warner Cable bill by disconnecting 2 home phone from them and switching to a cheaper provider and cutting our Cable viewing down to basic cable. On 10/*/14 we were connected to the Retention Department where I spoke to a [redacted] and then 2 retention workers.. We have been customers of TW since 1995. Retention offered us a package that would disconnect both phone services yet maintain our current entire cable package for a more than reasonable fee. They could not complete the transaction on their end but told my wife to call 10/*/14 in the AM and everything should be consolidated. The number of customer service representatives and each one offering a completely different package until we got to retention took literally hours and they would not allow us to speak to a [redacted] in Customer Solutions. We called at 8:15 AM on 10/*/14 as advised and again had to speak to multiple workers who kept offering different packages and refused to follow the package agreed upon on 10/* and refused to again let us speak to Retention or a [redacted]. One customer solutions worker stands out, She was aggressive and rude not just assertive. She denied that the conversations which have been documented and later confirmed by another customer solutions worker ever occurred and refused outright to let me speak to a [redacted] and refused verbally again to transfer us to Retention. Her behavior was despicable, unprofessional and untrue. Today we were on the phone with TW from 8:15 AM until close to 11:45 AM without final resolution but acknowledgement by another Customer Solutions worker that the package had been offered, the price, etc was documented but now could still not be processed due to the phone disconnections. She kept asking multiple questions about the phone situation which she would not clarify as to how this impacted this situation. We are still trying to resolve this situation and just get what was offered to us. The layers of staff that stall you, create multiple "new promotions' each based on which worker you speak with is disgusting. That one specific worker outright denied this transaction even occurred , is offensive. The fact that you are unable to speak to a [redacted] or be treated in this fashion resulting in 4 hours today and multiple hours the day before appears to be a means of discouraging customers and enticing them into accepting something they do not want and changes constantly. This is unprofessional, appears unethical and how many people who are employed can spend this much time getting was was offered and agreed upon. You can never speak to the same person as they will not offer an extension or other means of getting back to the same worker so each time you start from the beginning again and again. Most companies would be out of business with this type of practice and customer service.Desired Settlement: The outcome we desire is that both phones are disconnected from Time Warner Cale without retribution. That the package offered by the Retention Department on 10/*/14: loss of phone service with NO OTHER SERVICE CHANGE IN ANY OTHER AREA of service for the price of $125.00 which includes taxes be finalized with us and go into effect ASAP due to our new financial situation and the absurd amount of time and frustration we have had to endure.

Business

Response:

Service was changed with no penalty, as requested.

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.