Time Warner Cable's New York City Region

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: 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: 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: 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: 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: 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 01-**-14, I ordered for new 'Triple Play Service' for my home from Time Warner Cable & was scheduled to give connection on 01-**-2014 with an agreement of full refund if cancelled within one month. The order # [redacted]and was associated with my home phone # [redacted]. On 01-**-14, Time Warner cable charged my credit card (ending ...**) for $95.39.

On 01-**-14, I called Time Warner Cable and asked to cancel the service. As I cancelled the order before the installation date, so they never gave any connection to my home. I was told that, my money will be refund to my credit card within few weeks.

Till today I didn't receive my money though every time I call the customer service and they promise to give my back within six to eight weeks.

Last week I spoke with one of the super visor of customer service named [redacted](phone # [redacted]); and she said that,- its already more that eight weeks and I will be receiving my money by check by no times, but still I didn't receive my money.Desired Settlement: I want my money back by check or returned to my credit card.

Business

Response:

Credit card reversal has been completed and will be confirmed within 5 business 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: Call Log Add On 5th avenue

Cust Srvc Tel ###-###-####

###-###-####

Acct# [redacted] 07/**/14 – Called to ask for credit from July* to July *, 2014. 7 days [redacted]

07/**/14 – sash requesting to expedite the appointment today Work order# [redacted]. The previous is cancelled again. There is a fiber optic cut. We are connected node that is cut fiber optic. Another escalation ticket#[redacted]. ([redacted] Called back again - I spoke to a rep at Time Warner who explained that our service call was expedited yesterday but that they were unable to get here so therefore they rescheduled to today. I explained that we were very upset about the service interruptions the last two months. I expressed that our service is terrible and we can not continue working like this. They expressed that they are doing upgrades because of the outages which will continue for the rest of the year. They can not tell me whether they are working on our area yet or when they will, nor do they know how that will effect us. They basically had no answers. Additionally I asked if it was certain that they would show up today. No certainty on that either. They did however say that if they needed to reschedule they would contact us. ** sidenote [redacted] explained that in the past when they reschedule or fail to show up they never inform us of a cancellation or rescheduling. They are scheduled to come between 1-5 today. **)

07/**/14 – called in the morning. [redacted] will try to troubleshoot the modem. Issued track# [redacted]. Work order# [redacted]. Called back again 4:00pm. As per sue it is reschedule again because of service interruption. There should be no reschedule because there is no more outage in the area but they did not have enough manpower to come and fix the modem.

07/**/14 – Work order#[redacted], expedite ”escalation” #[redacted].

07/**/14 – Time warner has an area outage that’s why the cancel the appointment without notifying their client. Level 3 technician will try to expedite the technician to come today. Sade is giving me a different work order# 07/** Tuesday 1:00 pm to 5:00 pm. Work# [redacted], expedite#[redacted]“for today 07/*/14. Called back at 3:26pm and found out that the expedite was cancelled. I am trying to have someone come today again but there is an outage. Supervisor name “[redacted]”, “[redacted]” work# same as before #[redacted].

07/**/14 – Emailed [redacted] “[redacted]” The tenants in the building uses timewarner and [redacted] for ISP. She also mentioned that timewarner will be coming to replace power supply backup for their system.

07/**/14 – Time warner is down. Case ID is [redacted] “online tkt”. scheduled technician on July [redacted] from 9 am to 1 pm work order #[redacted]. Instead of getting a credit last June ** for 13 days, we are charged extra $143. [redacted] corrected the $143 for June **. Another credit for July * to July * $32.99.

06/**/14 – Service area problem. Spoke to [redacted], all new York area has the problem. Booked technician #[redacted]. I am speak level three support. [redacted] level three support. Upgrade infrastructure since April. They will complete by 5:00 pm today. Five times in May and 8 times in June. [redacted] from billing 13 days credit $143.

06/**/14 - I called Time Warner today and they are having a service interruption in our area.”[redacted]”

06/**/2014 - I called today because the connection was extremely slow. I spoke to [redacted]. He he had me plug and unplug the Time Warner that did not help the connection. He asked me if there is a way to connect one of the computers directly to the time warner, once we do that we will be able to isolate the issue. He said if I cannot connect a computer directly then they can try and troubleshoot to try and isolate the problem. I'm going to call them again tomorrow because I was unable to finish with them today.

06/**/2014 - [redacted] and I spoke to [redacted] but we are not able to resolve nor findout the details of outage in the area. I sent an email to [redacted] "sales person".

06/**/14 - spoke to [redacted] and still area outage.Desired Settlement: I am request a full refund from April until July.

Business

Response:

Credits exceeding $800.00 have been issued for the loss of service.

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: Recently my bill went up $30 more a month for internet and a fax line. When I called to find out I spent 2 hours on the phone with them. 2 hours is unacceptable. None of the math they were giving me added up. They raised the rates. No new offers are in place. I can buy a modem with restrictions and save $10 a month but let's not talk about increased price gouging on equipment fees. I can't go elsewhere because they have a monopoly on the market and let's face it they aren't Revdex.com accredited so they really don't care because let's be truthful they monopolize the market place. I can remove my fax line but that will only bring my bill at the new pricing down $10 but let's not mention that I am still paying more than $20 for the same service but now without the fax line if I decide to cancel. But wait the idiocy gets better. I can upgrade my services to phone, internet and cable for just $20 more a month. So I can get all three for $20 more a month than the outrageously high $97 a month for just the internet and fax? Tell me how that isn't price gouging?????Desired Settlement: Something has to be done about their monopoly and price gouging and the consumer's inability to choose where their services are provided from especially a company that can't even bother to be Revdex.com accredited.

Consumer

Response:

Time Warner contacted me and resolved the matter by matching the pricing I had previously. I still think they violate FTC guidelines with monopolistic practices and unfair pricing structures but that is probably outside your scope.

Sincerely,

Review: TIME WARNER HAS BEEN CHARGING ME FOR HIGH SPEED INTERNET SINCE LAST YEAR AND THE MODEM WAS INCAPABLE OF PRODUCING IT. I KEPT COMPLAINING ABOUT THE SPEED AND THEY KEPT SAYING THAT THE MODEM CHECKED OUT JUST FINE ON THEIR END, THAT IT MUST BE MY COMPUTER AND THAT I WOULD BE CHARGED FOR A TECH VISIT. I KEPT COMPLAINING AND WHEN MY BILL SHOT UP SKY HIGH I BECAME MORE VOCAL. FINALLY THEY AGREED TO SEND SOMEONE TO CHECK IT OUT. TURNS OUT THAT I HAD AN OBSOLETE MODEM, COMPLETELY INCAPABLE OF GIVING ME HIGH SPEED WHICH I WAS PAYING FOR. THE TECH WHO ARRIVED TO SEE THE SITUATION HAS BEEN WORKING FOR TIME WARNER FOR MANY YEARS AND IS NOT A NOVICE. HE SPECIFICALLY SAID THAT THE MODEM I HAD WAS NOT COMPATIBLE WITH HIGH SPEED AND HE WENT OUT TO HIS TRUCK AND GOT ME THE CORRECT ONE. NOW AFTER ALL THESE MONTHS, THEY STILL WON'T GIVE ME CREDIT FOR THEIR MISTAKE. ALL THEY DO IS DENY THE CREDIT, NO EXPLANATION. WHEN I CALL OR CHAT ON LINE, THEY SAY THEY WILL GIVE ME CREDIT AND THEN THEY DON'T. ..THERE WAS AN ERROR IS THE ONLY REASON..MEANING AN ERROR IN TRANSMISSION OF THE COMPLAINT..OVER AND OVER AND OVER WITH NO RELIEF. I HAVE THE TRANSCRIPTS FROM THE CONVERSATIONS.

THEY KEEP PROMISING ME THE CREDIT AND THEN THEY DON'T GIVE IT. THEY ARE CHEATING ME.

ADDITIONALLY, THEY ARE OVERCHARGING ON MY BILL. I JUST GOT A SHUT OFF NOTICE TODAY IN THE MAIL SAYING THAT MY SERVICE WOULD BE SHUT OFF AT MIDNIGHT FOR NON PAYMENT (I RECENTLY PAID ON LINE) AND CAN YOU IMAGINE IF I DIDN'T OPEN THE MAIL UNTIL TOMORROW? I WOULD HAVE NO SERVICE! ON TOP OF THAT, THEY ARE CHARGING ME $159 AND MY BILL IS SUPPOSED TO BE $150 AFTER TAXES. THIS IS WORD FOR WORD FROM THE TRANSCRIPT ON THE ON LINE CONVERSATION TODAY:

Spence: at 17:54:31

And your bill is $143.48 + taxes 7.25 = $150.73

SO I ASKED HIM WHY I AM BEING BILLED $159 AND HE REPLIES...

You are in 32 days delinquent. So the $159 is 30 days past due payment.

THIS IS OUTRAGEOUS! I AM STILL WAITING SINCE LAST YEAR FOR CREDIT FOR BEING LIED TO AND CHEATED BY TIME WARNER ABOUT THE HIGH SPEED AND THEY ARE GIVING ME A LATE FEE OF ALMOST $10 WHEN I PAID THE BILL RECENTLY AND WAS WAITING FOR THE CREDIT BEFORE I GAVE MORE PAYMENT SO AS TO KNOW WHAT THE DIFFERENCE WOULD BE?!?!? TIME WARNER IS SHAMEFUL. ABSOLUTELY SHAMEFUL.

BACK IN JANUARY, THEY PROMISED ME A SPECIAL. 3 MONTHS FOR A MOVIE CHANNEL FOR $9.99 FOR THE THREE MONTHS. TURNS OUT THEY BILLED ME $$9.99 A MONTH INSTEAD. THANKFULLY THE CUSTOMER SERVICE AGENT CREDITED ME BACK TO JAN FOR THAT LIE. MORE OF MY PERSONAL PRECIOUS TIME WITH TIME WARNER TRYING TO GET EVERYTHING STRAIGHTENED OUT. EVEN TAKING TIME TO FILE THIS COMPLAINT IS TIME OUT OF MY LIFE AND STRESSFUL FOR ME WITH ALL MY HEALTH ISSUES (INCLUDING MY HEART).Desired Settlement: 1- FULL REFUND FROM LAST YEAR UNTIL THIS YEAR FOR A BOGUS HIGH SPEED MODEM.

2- FULL REFUND OF LATE CHARGE

3- 3 MONTHS FREE SERVICE FOR THE OUTRAGEOUS LIES, DECEIT, BOGUS CHARGES AND PROMISES AS WELL AS TIME WHEN I COULD HAVE BEEN EARNING MONEY THAT WAS SPENT TRYING TO GET ALL THIS RESOLVED.

THERE IS SO MUCH MORE TO THIS HORROR STORY BUT HONESTLY, I'M SO STRESSED AND EXHAUSTED FROM THIS...I DON'T KNOW HOW MUCH MORE I CAN BARE. IF I COULD GET VERIZON IN MY AREA I WOULD SWITCH IN A SECOND BUT TIME WARNER IS THE ONLY OPTION. THEY ARE BASICALLY A MONOPOLOY IN MY REGION. THAT IS WHY THEY ARE SO VILE TO THEIR CUSTOMERS. THE Revdex.com GIVES THEM AN F RATING AND CONSUMER REPORTS RATES THEM THE MOST HATED COMPANY IN AMERICA.

Business

Response:

Per customer's email, they intend to file in Small Claims Court for $5,000. TWC will refer to Legal department upon receipt filing.

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:

THERE HAS BEEN NO RESPONSE FROM TIME WARNER. THEY ARE NOT RESPONDING WITH INFORMATION ABOUT MY COMPLAINT. I WOULD LIKE TO KNOW WHY THEY ARE REFUSING CREDIT FOR AN INCORRECT MODEM? WHY ARE THEY HARASSING ME? THEY ARE THE MOST HATED COMPANY IN AMERICA AND AN F WITH THE Revdex.com AND THIS IS WHY. THEY HAVE NO RESPECT FOR THEIR CUSTOMERS. THEY CHARGED ME A LATE FEE WHEN THEIR OWN REPS SAID THAT I WOULD GET THE CREDIT SO I DIDN'T PAY LATE...I INCLUDED THE CREDIT IN WHAT I PAID FOR MY BILL...THEN THEY REJECTED IT SAYING IT WAS AN ERROR...THE ONLY ERROR WAS ED U[redacted] HARASSING ME AS WE HAVE A LONG STANDING DISLIKE OF EACH OTHER AND THE MAN FINDS IT IMPOSSIBLE TO ACT IN A PROFESSIONAL MANNER...HE USES BILLING AND SUCH AS A MEANS TO HARASS ME. SHAME ON HIM.I WOULD LIKE A COPY OF MY FILE FROM TIME WARNER SO I CAN LOOK AT ALL THE YEARS OF PROBLEMS WITH THEM INCLUDING THIS LATEST ISSUE. THEY WILL DO ANYTHING, EVEN ILLEGAL TO GET THEIR POUND OF FLESH. I AM ASKING FOR THE REASON FOR NOT REFUNDING FOR AN INCORRECT CHARGE.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: TWC mistakenly paid on an expired TWC account. Proof of payment was sent to TWC Accounts Receivable on 2 separate instances. No refund or response.

My name Is [redacted] and I reside at [redacted]. My telephone number at the time of TWC service was ###-###-####. My Time Warner bill was paid on an expired account. I cancelled TWC service in January 2013. However, my son in law, who pays the bills, mistakenly paid them in July 2013 for $112.46. I called TWC customer service in August and was told to cancel the payment with the bank. When I called the bank, they said it was already cashed. I called TWC again on Sept [redacted] and they said to fax them proof that this money was debited from my account ( bank statement copy). A copy of the statement was sent to ###-###-####. Att: Accounts Receivable, along with my expired TWC account number ([redacted]). I still did not hear them or receive money back.

I called again on October [redacted]. I was told that the information on the account was lost since it was not an active account. The information was sent again on Oct [redacted] to ###-###-#### Att: [redacted]. I called TWC again on October [redacted] and was told that it was lost again and that a ticket was put in for it. I was also told that I would be called back in 3 days, but I was not.

It seems to me that with proof that a payment of $112.46 to Time Warner cable was made on July **, 2013, with no services rendered , that I should be returned that amount of money expediently. However, I have been calling and faxing Time Warner Cable for 3 months now with no compensation or response.Desired Settlement: I would like a refund for $112. 46 promptly.

Business

Response:

11/**/13 Per [redacted], (10:15 AM) I attempted to contact the customer in response to Revdex.com complaint; no answer/machine. Contact letter sent.

Review: Time Warner has owed me a refund of $33.00 since I cancelled the account. They issued a check, it never arrived- then said the account was too old to be able to find the record of it.

I have called 10-12 times over the past 10 months to get this resolved. They keep saying a check will be mailed in 4-6 weeks. Then nothing. I call back and its the same story every time,

Account

Account # [redacted]Desired Settlement: Payment of the late amount. Plus interest for 10 months, Plus $25.00 per month of Late Fees for waiting.

Tracking number of check issued. Via Signed Courier.

Business

Response:

TWC apologizes for the difficulty and thanks customer for his patience.

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]

They didn't provide a resolution. There was no response.

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

Sincerely,

Consumer

Response:

The account information was already provided in the complaint. They allowed this to age so long that they have lsot track of the account.

Review: I have had an ongoing issue with dropping internet for over 2 years that Time Warner has only recently acknowledged after repeated denials on April [redacted]. They have not rectified the problem after 2 weeks and the maintenance work is getting lost in continuous referral. I am being told there is no information they can provide me and no time frame for fixing and even continuously get told there is no problem by L1 technicians who apparently don't read or can't access all the notes about the account, building and issue. Most recently this morning April [redacted] there was a [redacted] exchange between my roommate [redacted] where we were eventually falsely told that there is an issue in the area when Time Warner's automated phone system obviously does not acknowledge that as true.

In August 2013 I was told that it was my building's fault and that there was nothing I could do except contact my landlord and ask his electrician to look at his wiring. He convinced me that there was bad wiring from my roof where the TWC tap is to the basement and back up to my [redacted] floor apartment and also insinuated that the length of the cable may have been the issue. I waited until resigning my lease to approach the landlord's electrician and he wanted a re-diagnosis from Time Warner which I got on April [redacted]. The technician found and acknowledged noise in Time Warner's system, fully 27 months after I moved here and 7 months after having been "definitively" told that there was nothing Time Warner could do. This is where it goes from bad to absurd.

On April [redacted], "plant" maintenance supposedly came and referred to "trunk" on Friday April [redacted]. When I called on Saturday April [redacted] at 6am when the internet was down, their L1 technician on the phone finally acknowledged the problem. This was only the [redacted] Time Warner employee that did so, and the third was later that afternoon when another technician came to my apartment and roof and reaffirmed the problem and that nothing had been done on [redacted] or [redacted]. He also informed me that the system he was looking at on his computer couldn't tell him what the next referral was for and what they were scheduled to do, just that it was for Monday April [redacted]. This date was referenced today on [redacted] as the last time a technician came and "fixed' something, even though I've been told on the phone that nothing happened on that date and other dates of April [redacted], [redacted] and [redacted] have been given to me with clearly no actual action taken by Time Warner.

I have also repeatedly asked to be called by a senior Customer Service rep or [redacted] to be informed of the issue because I am a very technical person who can understand and appreciate any complicated explanation they may have. They have never done so, though their phone people admit that they have no way to "guarantee" that I will get a call, only request. I have a roommate that works from home and my other one and myself do occasionally. Our internet usually drops multiple times a day for a few minutes due to the noise in Time Warner's system that they only recently acknowledged and are giving my the runaround while saying they will fix it.

Anything the Revdex.com can do to get Time Warner's maintenance actually completed and some form of compensation for the outright lies I've gone through is very much appreciated.

Thanks,

[redacted]Desired Settlement: Finish the maintenance job and partial refund/prorate for at least 1 month or ideally since August 2013 when I was told there was nothing Time Warner could do and that they would put the notes about the "building's faulty wiring" into their system, Time Warner technicians on the phone have confirmed that this information was never entered into their system.

Business

Response:

Please note the following revised response, correcting in the final line the date that the next billing statement is to be issued. Note the correct date is 6/*/14. (Also, a typo in the word “statement” in the same line has also been corrected.)

Revised response:

Work was completed by our Time Warner Technician to address [redacted]'s service concerns on 4/**/14 . [redacted] left a follow up message on 5/*/14. Credit of $143.58 and $69.03, reflecting one month of all [redacted]'s service and one month of internet-related service respectively, has been applied to the account. These adjustments, totaling $212.61, will appear on [redacted]'s next billing statement, which is to be issued on 6/*/14.

Thanks,

[redacted]

Business

Response:

Work was completed by our Time Warner Technician to address [redacted]'s service concerns on 4/**/14 . [redacted] left a follow up message on 5/*/14. Credit of $143.58 and $69.03, reflecting one month of all [redacted]'s service and one month of internet-related service respectively, has been applied to the account. These adjustments, totaling $212.61, will appear on [redacted]'s next billing statetment, which is to be issued on 5/*/14.

Review: TWC was over billing me for internet svrs $60.98@month just for internet not WiFI. i've TWC and a rep give me a deal internet & cable for 89.99 with willow criket for 9.99 when I rec'd the bill; 4/*-5/* total was 168 + 53.74 for 3/**-4/* partial prior month and also a charge of 60.98 from prior bill 03/**-4/* for internet. The plan I sign up for was suppose to be no more then $125 including tax. I've called customer svr to drop the Hindi package which cause 39.99 as that is not what I wanted and they rep was sending someone out to install the triple play internet + cable+ phone with one movie channel but to this day no one came out and I just rec'd another bill for cycle 05/**-06/** 128.43 with no phone.I Want TWC to adjust my bill for billing cycle march-april by the overcharge 60.98 and april - may for the hindi package +fees & taxes & wifi activation fee. The package I original got WiFi was included I wasn't supose to pay Home Wifi fee of 5.95; TWC has to adjust my by by $200.00Desired Settlement: TWC has to adjust my bills for March - April & April - May, 2014 by an estimated amount of $220.00 for these 2 billing cycles and any disconnection and reconnection fees. And send a tech to install the phone that I'm paying for with the triple play.I need my internet service for work and can't afford to lose my internet svrs at this time.

Business

Response:

On 5/**/14 [redacted] sent an email advising customer the issue is being researched and a reply will be forthcoming.

Review: I have the All The Best Tripple service. I called Time Warner Cable to reduce my service. First of all it took nearly half an hour to get a representative on the phone. When I got a representative there was a really bad echo, to which the representative said he would make the transaction quick so that I wouldn't have to deal with the bad reception for long. They are providing the service that is inferior and yet he makes it sound as if he is doing me a favor by rushing me off the phone instead of giving quality sound. Then the representative refused to reduce my service or give me any information on changing my service. Instead he said that he would give a special promotion for 12 months and reduce the box fee by $5 and give me a discount $5 for 6 months. When I continued to ask to change the level of my service he told me to go online to change it. I told him that I already tried that, but it would only allow me to increase the level of service of the internet. He didn't respond to that, but said that I am getting a good deal.Desired Settlement: I would like to change the level of service I have. $181 per month is too steep now and I don't need the every channel in existence.

Business

Response:

On 8/**/14 [redacted] confirmed customer was given lower rates with the Starter Package, for 12 months.

Review: -internet stopped working

-called with twc tech to resolve problem

-tech determined modem was defect, made an appointment for service at home to resolve

-on day of appointment a representative calls to confirm appointment, we are not home yet, representative offers to reschedule appointment which would be 10 days later, we decide to keep appointment

-at home we wait for service technician, we are 15 min late in our allotted time frame, no one showed up or left a message prior and after the appointment time frame

-when we cancel the service a representative claimed someone did come by and they called us. This was not true and they will not be able to prove that in their phone records that a field technician contacted us.

-we were held liable for outstanding service cost from the moment after our modem broke

-we are receiving delinquent status noticesDesired Settlement: we have paid our bills for the period prior to the broken modem equipment

we refuse to pay for services that were not offered due to faulty twc equipment (modem broken, no internet connection, no timely service calls)

Business

Response:

Customer has been advised they must return TWC's modem in order for the account to be closed.

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:

Reply TWC is not correct, modem was returned by [redacted] priority mail and received on 9/*/14 at 4:14, @[redacted]

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

Sincerely,

Business

Response:

Good afternoon,

As we discussed, TWC respectfully disagrees with the customer.

Our records indicate the following:

On 7/**/14 a technician was dispatched, he reported the customer was not at home during the appointment time.

At that time the dispatcher called in follow up, they also reported that no one was home.

Please note, on 8/**/14 customer closed account, were given a one month goodwill

credit of $41.95.

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 a single phone call record on 7/**/14, 5:27 PM, from a dispatcher saying the technician will come by between 6 and 7. No other sign that someone was at our door or attempted to do so between those times.

Apparently TWC has no quality control in place and relies on verbal accounts from its employees, rather than communicate with clients. Then still argues it's the clients fault.

This complaint will not be resolved unless TWC stops billing for services that are not delivered.

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

Sincerely,

Review: I have been a time warner cable customer for nearly 18 months. After the first 12 months, I received notification that my bill would be raised from $136/month to $153/month. After 1 month, they raised my rate to $183/month with no prior notification nor authorization. Upon learning this was happening for 2 months, I called for a refund and to change my plan on 9/**/14. They offered me a $20 credit and quoted me $142/month total for a new plan, which I accepted. Then, when I received the next month's bill, it was $172. I called them once again on 11/*/14 once I found out. They called me back on 11/*/14 and offered me a rate of $139.99/month total (all fees and taxes included). On the morning of 11/*/14, my cable boxes did not work. I called to have that problem fixed, and upon fixing the problem, they said that my new rate will be $161.50/month total. I stated that I never agreed to the rate change and then they hung up on me. After dealing with them for 6 hours over the 3 days, I had my services cut significantly and my rate set to $143.50/month, which is still higher than ether quoted price I received over the last 5 months. I was also hung up on on 3 different occasions in that time frame.Desired Settlement: To be given the proper services at the quoted rate, plus a refund/credit of all monies over said quoted rates, which comes out to approximately $100.

Business

Response:

Our records do not reflect the claims of promised discount rates that [redacted] has made to the Revdex.com. However, in good faith, we have placed a credit adjustment of $75.00 towards the amount he believed overpaid. On 11/*/14, [redacted] was given a very good rate by the Customer Care agent he spoke with - the rate is only $4.00 more than rate he was claims he was offered. This agent explained to [redacted] the components of the rate, which includes discounts that will expire after a six month period. The aforementioned $75 courtesy adjustment that we have placed on the account will appear on [redacted]'s next billing statement as a $60 credit and a $15.00 credit. This next billing statement will be issued on 11/**/14.

Review: My family and I have been having an issue with Time Warner Cable for years. My grandmother, for whom I am a caretaker, has been a customer of Time Warner Cable for the better part of 2 decades. She had nothing but inconsistent billing, rude customer service and untimely service for the entire relationship. My husband and I have taken over her bills due to her elderly status and we have had nothing but the same deplorable experiences as well. Since we moved in July 2015, the billing has gone from $170.00 to $290.00. Often with little to no explanation or refund. Whenever we are told a supervisor will call us to correct the issue, we are NEVER contacted. In February, we switched the bill to our name. And in these 2 months, there have been nothing but billing and connectivity issues.

Our bill is supposed to $160.00 monthly by the contract signed with a customer service representative at [redacted]. We received our bill of $240.00. After having to call customer service three time, the issue was resolved to a bill of $180.00. This month we received a bill of $220.00. I just spent an hour on their online chat to provide proof of written communication and was told wrong information by one rep and further incorrect information from an additional rep with no resolution. One rep said that we only owed $180.00. Another said it was $220.00 and neither could provide proof or correct information. This is beyond aggravating.

Due to our location, our only cable provider is TWC. We are stuck with them and this harassment and abhorrent service is unacceptable and I am personally tired of this issue.Desired Settlement: A stable bill. A consisent bill.

Business

Response:

On 3/*/16 and 4/*/16 customer was advised their monthly rates are $168.73, before taxes and fees. Customer stated they understood the rates.