Time Warner Cable's New York City Region

Review: I called on October ** 2014 to inquire about a promotion for the service, my plan was put on seasonal hold, I spoke to agent inquiring about different options and was then transferred calls only to get disconnected, agent had my cell to call me back but didn't and assumed on her own that I gave ok to remove the seasonal hold, I got a monthly bill of $175.00 I didn't authorize the removal of the seasonal hold and they refuse to deal with it. I will not pay for the service I didn't request or need, this is a vacation home and seasonal hold was placed until May, agent had no permission to remove seasonal hold.Desired Settlement: I would and need to credit for the month it was charged, no one used the service and no one gave ok to remove seasonal hold. Additionally in the summer I had lots of problem with time warner, there was constant service interruption and had many techs come and try to help but the service didn't help.

Business

Response:

12/*/14 CALLED CUST BACK EXPLAINED THAT I CAN GO HALF WAY AND GIVE HIM A $30 CREDIT, CUST AGREED ALSO CUST WANTED TO TAKETHE SEASONAL OFF HIS ACCOUT TODAY, PROCESSED THAT INFORMATION HE ALSO WANTS TO DISCO THE CABLE PORTION OF HIS SERVICES AND KEEP THE INT/DP WILL HAVE AGENT [redacted] CALL CUST TO DO THIS FOR CUSTOMER TM.[redacted]/ESCALATIONS

Review: Time Warner Cable sent out a $10 a month offer for local High Definition TV service that, as they state in bold, "TV equipment included". When proceeding to the offer one finds out that in fact HD TV equipment is an extra cost. You are in fact on able to receive standard definition service under the $10 a month claim. Their advertising is inaccurate and deliberately misleading as evidenced by their bolded statement on "TV equipment included." There is also no legal disclaimer included in the offer to qualify this statement.Desired Settlement: Time Warner Cable is an awful monopoly and I don't appreciate this type of tactic. I want them to rescind the offer and correct their claims immediately. And if there is a financial punishment that can be levied against them for false claims and false advertising I think they should be held accountable.

Business

Response:

On 10/**/14 [redacted] left a message, voice mail. To date there has been no reply.

Review: I signed up for Time Warner Cable about 4 months ago, and included in the terms was a Free Galaxy Tab. However, I haven't been received the item, or the "voucher code" that I was supposed to after 2 weeks. Fast forward 3 months, at least 8 calls, and numbers representatives promising me a resolution to this, I still haven't even received the "redemption code" that i'm supposed to input into their system so I can wait another ~2 months to receive the item. I've made repeated calls and no progress has been made regardless of how high up the ladder i've gotten in their phone system. To put customers through all this trouble is obviously just a ploy to entice customers with promotional bonuses that they have no intention to give, or want to make it as hard as possible for customers to attain. This kind of business is not in good faith.Desired Settlement: Either credit in the full retail value of the item on my account, or the promised item as delivered.

Business

Response:

On 5/**/14 [redacted] apologized, offered to apply a credit of $200.00 to the TWC account (the cost of a tablet). Customer accepted, considers the matter resolved.

Review: Time Warner Cable advertises both their list pricing and promotional pricing very clearly on their website. List pricing represents the price available to existing customers and promotional pricing represents pricing available to new customers. I recently called to request that the price for my service be changed to reflected the advertised list price (as I'm an existing customer).

The agent repeatedly failed to acknowledge the list price posted on their website. After 15 minutes of back and forth, I finally was given a temporary discount to my service. Time Warner Cable is posting list prices for services to their website and intentionally failing to provide those prices to their existing customers. This is a fraudent business practice and shouldn't be allowed. Note that I'm not under any contract with Time Warner that would prevent me from receiving the current list price for service. Also Time Warner provides no mechanism other than by telephone agent to downgrade to less expensive services. All online plan changes are only to more expensive services.Desired Settlement: I would like Time Warner to adjust my recurring billing amount for Turbo Internet from $54.99 to the currently listed price of $49.99. Also there should be some action brought against Time Warner for deceptive business practices.

Business

Response:

On 5/**/14 [redacted] spoke with customer, he noted it "was not a good time" and "would call back."

Review: we sign up with time warner cable company as a new customer . there advertisement stated if we sign up for a particular package we would get free installation plus a 2 in 1 laptop.

we have yet to received this laptop. we have spoken to several managers and several supervisors in regards to the laptop. and they advise us if we send in our last bill from our previous cable and internet company plus paid time warner cable for 3 months. We will received the laptop . still no can answer us about the laptop and we have done everything they have asked.

they have misrepresented there company and the agreement between us and them . they use this free offer to lowe us in and then turn around and give us nothing. this a misrepresentation of there intention .

we have nothing more than compliance with there ever request and still no response or laptop.

we are frustrated by the lies time warner cable company keeps putting out there and we want them to be punish for misleading the public. there have 210 complaints in regards to promotion. some thing has to be done . no more lies and no more misrepresentation .Desired Settlement: we would like them to honor the agreement and give us the laptop

Business

Response:

Customer is in touch with representative [redacted] who is attempting to assist.

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]

I have tried on several occasions to speak to [redacted] but as yet to speak to him. He's either not in office when I called or he's on another call with someone else, however he never return my calls.the other day some one did call me from the office saying my complaint has been resolved. I am not sure how since I don't have any communication with anyone at time Warner cable to even let me know what's happening.I still don't know if I am getting the laptop or not. I feel like they are still going around the issues.and would like an email and definite communication from the company what's the status of when I can expect to received the laptop.I am not happy.

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

Sincerely,

Business

Response:

TWC understands the customer's concern and again has verified the laptop will be sent within 14 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,

We have received the laptop . Case now resolvedreally want to express how grateful I am to Revdex.com for all you have done for me . If you haven't gotten involved I know I wouldn't have gotten the laptop. Please keep up the hard work . Express my thanks to your team.

Review: Last month time warner cable agreed to give me my current triple play packet for $99.00 along with a $ 8 discount and free DVR for one year, this was emailed to me so I have proof. My Bill equaled up to $120. After taxes. I was fine with that price. I have no movie channels,no fast speed internet, one cable box, I pay all this Money for basically no features.

This price was only Valid for the month of November 2014. I receive my December 2014 and it increased to $149.99, this is on unacceptable. I immediately call time warren cable, I was being transferred to different departments, time warner disconnect the phone calls on purpose, it was just a nightmare, one represented said that my promotion deal have Expired, I ask the representative how is that possible when I just received this in writing last month, he said the only thing he can do for me is change my deal. I said no this isn't right. So I decided to write to the Revdex.com for help. I'm writing to ask Why? and How? Was anything changed on my bill, and why and how did they just increase it so much, for no reason at all.

What time warner cable is doing is giving false information to not only me but to a lot of customers. I read all the complaints against time warner cable, and it's sad, that if you are not aware of your bill and pay attention to your bill ever month, time warner cable will rip you off by increasing your bill for no legit reason.Desired Settlement: I want my bill adjusted back to the $99 plan with the $8 off for being a good Customer and my free DVR like that currently said it would be in November 2014. If they want proof of there email I have it. Also I would like some one from time warner to call me and apology, because I'm very hurt to keep going back and fort with time warner ever month.

Business

Response:

On 12/**/14 customer was advised that they are again enrolled in a promotional, discounted package, for 12 months.

Consumer

Response:

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

Sincerely,

Thank you Revdex.com you always solve problems and a great timely manner.

Review: I selected Time Warner Cable as my internet/television provider several months ago when they offered me a package for $102 over the phone (including DVR, wireless internet, modem, and a cable package).

Despite innumerable attempts to correct the issue, Time Warner Cable continually charges me $108.85 on my bill.

$6.85 may not seem like a lot of money, but over the course of the year, it is $82.20.

What makes me the most upset is that they refuse to honor their commitment over the phone or take any responsibility for their deceptive tactics.

Their whole business seems to be built around saying one thing when they want to make a sale, and being evasive and unhelpful once you are already a paying customer.

I am very upset that I've been passed around and no one can seem to solve this issue. I'm hoping this complaint will force them to actually be held accountable for the things they promise their customers.Desired Settlement: I would like a billing adjustment for this month, in addition to a correct billing amount monthly ($102 for the package after taxes).

There is no negotiation. They haven't broken their promise. Utterly disappointed with this cable provider's bullying.

Business

Response:

A messages was left 8/*/14 noting a further discount of $7.00 per month will be applied for the next 12 months.

Business

Response:

On 8/*/14 [redacted] left a voice mail message to confirm that a credit of $7.00 is being applied to the account for the next six monts. On 9/**/14 a $30.00 was applied to the account as requested.

Review: I WAS SOMEWHAT SATISFIED WITH MY TIME WARNER SERVICE UNTIL JANUARY 2016 WHEN I WAS SUDDENLY HIT WITH SOME QUESTIONABLE RAISES TO MY BILL. I HAD GONE OVER MY PACKAGE IN 2015 NOTING ALL ENDING DATES FOR PROMOTIONS ETC BUT SUDDENLY IN JAN THE BILL WENT SKY HIGH. I CALLED AND SPOKE TO A REP WHO TOLD ME THAT SHE WOULD BRING THE BILL DOWN AND SAVE ME MONEY. SHE TOLD ME THAT THE FIRST CABLE BOX WAS GOING TO BE $10 FOR THE NEXT YEAR. I NOTED THE DATES IN MY CALENDAR. THE SECOND BOX HAD BEEN FREE BUT THE PROMOTION WAS ENDING AND THE BOX WOULD BE $5 SO...I OPTED FOR AN ADAPTER INSTEAD FOR $2.30. NOT ONLY WAS I CHARGE THROUGH JANUARY FOR THE SECOND BOX DESPITE NOT HAVING IT (TIME WARNER SAID THAT THEY MADE A MISTAKE BUT WOULD CHARGE ME ANYWAY...REFUSED TO REMOVED THE WRONG CHARGE). BUT THE MONEY THAT I HAD BEEN TOLD I WOULD SAVE BY SWITCHING FROM THE BOX TO AN ADAPTER WAS IMMEDIATELY ADDED TO THE COST OF THE FIRST BOX DESPITE BEING TOLD THAT IT WOULD BE $10 FOR A YEAR. I THINK THIS IS A CRIMINAL ACT CALLED BAIT & SWITCH AND MISLEADING THE PUBLIC.

THEN THE SAME REP TOLD ME THERE WAS A SPECIAL FOR STARZ FOR $9.99 FOR THREE MONTHS BUT MY BILL SAID THAT I WAS BEING CHARGED $9.99 PER MONTH. THAT NEEDS TO BE CORRECTED RETROACTIVELY.

I GAVE UP HBO TO SAVE MONEY. I SWITCHED FROM A SECOND BOX TO AN ADAPTER AND YET MY BILL HAS SHOT SKY HIGH. NOT ONLY HAVE I BEEN LIED TO AND CHEATED AND DECEIVED BY TIME WARNER, AT MY AGE OF GOING ON 73, THEY HAVE WASTED WHAT LITTLE TIME I HAVE LEFT (I AM QUITE ILL). AS A DISABLED SENIOR ON A FIXED INCOME, THE $124 WAS STRETCHING IT FOR ME AND NOW THERE IS NO WAY I CAN PAY THESE BILLS THAT HAVE SOMEONE BEEN INSERTED INTO THE MIX. TIME WARNER KEEPS TRYING TO MAKE ME GIVE UP THINGS AND YET INCREASES THE COST. THIS IS UNACCEPTABLE.

I WAS JUST SPEAKING WITH ANOTHER REP I RETENTION, WHO WHEN I TOLD HER THAT I WAS GOING TO FILE A COMPLAINT SHE HUNG UP ON ME. THIS IS THE KIND OF SERVICE THEY PROVIDE..AND EACH ONE SOUNDS MORE AND MORE LIKE A USED CAR SALESMAN.

A REP THE OTHER DAY SAID THAT MY BILL WOULD GO UP TO $154 BUT THEY DIDN'T TAKE OFF THE STARZ RETROACTIVELY WHEN I POINTED OUT THAT I WAS BEING OVERCHARGED AND LIED TO. THEY DIDN'T REMOVE THE EXTRA CHARGES ON THE FIRST BOX. I TOLD THE REP TONIGHT THAT IF I WAS GOING TO PAY THE SAME FOR A BOX AND ADAPTER I MAY AS WELL GO BACK TO THE TWO BOXES..THAT IS WHEN THE PROBLEM BEGAN AND SHE HUNG UP ON ME.

I CANNOT CONTINUE TO HAVE THESE RUNNING EXTREMELY UPSETTING NEGOTIATIONS WITH TIME WARNER THAT GO NOWHERE. JUST GIVE ME THE $10 BOX WITH THE FREE SECOND BOX LIKE I HAD BEFORE, TAKE BACK THE FAKE $9.99 FOR STARZ (RETROACTIVELY TO JAN) AND LET ME KEEP EVERYTHING ELSE. I AM STILL PAYING FOR MUCH LESS THAN I HAD BEFORE. THERE ARE SPECIALS OUT ON THE INTERNET NOW FOR MUCH LESS AND MORE SERVICE. AFTER DECADES, APPARENTLY TIME WARNER WOULDN'T MIND LOSING ME AS A CUSTOMER. THEY WILL DO ANYTHING UNDERHANDED TO GET THEIR POUND OF FLESH AND I'M TIRED OF IT.Desired Settlement: JUST GIVE ME THE $10 BOX WITH THE FREE SECOND BOX LIKE I HAD BEFORE, TAKE BACK THE FAKE $9.99 FOR STARZ (RETROACTIVELY TO JAN) AND LET ME KEEP EVERYTHING ELSE. I AM STILL PAYING FOR MUCH LESS THAN I HAD BEFORE. THERE ARE SPECIALS OUT ON THE INTERNET NOW FOR MUCH LESS AND MORE SERVICE. AFTER DECADES, APPARENTLY TIME WARNER WOULDN'T MIND LOSING ME AS A CUSTOMER. THEY WILL DO ANYTHING UNDERHANDED TO GET THEIR POUND OF FLESH AND I'M TIRED OF IT.

Business

Response:

2/*/16 Customer called in to lower bill, promo ended. I offered $158.07 before tax, for 12 months. Customer accepted offer. I set up a trouble call for DTA and modem not working properly. I educated on promo and packages, ending dates. No other changes made (elw). 2/**/16 Service call complete: Homenetwk, I/Rmdm/MtA 2/**/16 $9.99 credit issued for Starz, Starz removed from account. The DTA is free, for one year, all fees waived. Customer was advised of all other fees which were confirmed on her billing statement of 2/**/16 (copy attached).

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 adjustments that the rep writes about was given by someone else. I had asked for an $89 special and was told it was only on line but the ad says to call so I was lied to.My prior bill, which included HBO, SHO was $124 after all taxes and I wanted to continue with that due to my fixed income. After asking for a reduction my next bill turned out to be almost $200. Thanks Time Warner! :(Every time I gave something up, my bill went up instead of down.I was being charged for expedited internet speed with a modem that was incapable of providing that. Not once did an agent care to mention that. It's a crime to do that to someone...fraud I think is the adequate word for it.I'm asking for the $89 rate with the $10 box. Continue my SHO for $3. I now have no movie channels except the SHO and yet my bill is still too high. I'm looking into a ROKU box and streaming from the internet to the TV but because of my handicap have been unable to get out to best buy to purchase it.My location isn't good for direct tv so I'm stuck with a monopoly, Time Warner, who has twisted everything to get money from me with no other options for other competing companies. This should be deemed illegal but for some reason continues to exist.I'm supposed to get the 2 adapter boxes now free for a year, SHO $3, and I had asked for triple play for $89 but I don't know what they are charging me. Reps say one thing and then I get an elevated bill.You would think that Time Warner would go bankrupt if they didn't gouge me.There is something going on with Time Warner charging to things that they aren't delivering, like high speed internet without a proper modem..so I have been paying for this service and not getting it. How does Time Warner justify this illegal charge?For all the time and aggrevation I've spent on this matter, I think at the very least, Time Warner should bend over backwards to help me with this situation...my time has value,especially at my age and with my health situation....these reps are getting paid to be on the phone me but I'm spending my precious time being for free and getting swindled over and over.I request that my bill stay at $124 after taxes with no reduction in service. I've aready given all the things that I enjoy, back to Time Warner. I am requesting compensation for all the hours that I've spent on the phone with them being promised things that are never received. My bill gets higher and higher and I have less and less.

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

Sincerely,

Business

Response:

TWC's position, as of 3/**/16 remains the same:

3/**/16

I

gave customer Extreme Internet, $9.99 free for 1 year because of the previous

mess

we did on the whole modem situation also waive the $8.50

late fee. I also gave

discount on one of the boxes, $5.00 per month reduced from

$11.75 per month.

Customer accepted (5YW).

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 tried to get the credit for the fast internet THREE times and THREE times Time Warner refused it. Charging me for something that I don't have is fraud and is a crime. It's impossible that I'm the only customer that this is happening to. Time Warner has still not addressed this issue. They are hiding behind something I said months ago that I RETRACTED, leaving them free to comment. Eventually I found a very nice customer rep that saw what was going on and gave me credits because he knew that once again, Time Warner would not accept responsibility for their error.I am unable to see the credits when I'm typing in this box but I think some are missing from the customer rep statement so I need to respond via email to this.Time Warner was cheating me, charging me for services not rendered and when I found out, they refused to offer the credit. Since I now have some credit in a round abuot manner, I will not be going to court but I want accountablity in this matter and so far Time Warner has been hiding from spitting out the truth. WHY WAS I CHARGED FOR SERVICES NOT RENDERED AND WHY WASN'T I ISSUED CREDIT IMMEDIATELY UPON DISCOVERING THIS OVERCHARGE?

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

Sincerely,

Review: In Oct. **, 2015 I received my Time warner cable bill of $198.71. I called to speak to a representative about the steady increase of my bill and how it was becoming unaffordable. My representative Ren told me he found some credits that can be applied for one year that would lower my bill. The new amount that would appear on my next bill and for one year would be $130.93 taxes included.My bill for Nov 2015 was $99.17. Dec. 2015 was $130.93. Jan 2016 bill was $156.03 for which I called and had the bill adjusted by Jesssie to $130.93.

Feb 2016 bill came in the amount of $180.74 my husband called and spoke to Stacy on 2/**/2016 who said she would have the bill adjusted to $130.93 and give the information to corporate so that we wouldn't have to call each month to have the bill adjusted. In all the confusion I forgot to pay the bill. (you can check my payment history I believe this was the first payment i've missed in the twenty or more years that i've received Time warner Cable)

I received the March bill for $311.28 and it should have been $261.86 which we tried to resolve over the phone however the representative disputed our claims.Desired Settlement: I would like Time Warner to honor their word.

Business

Response:

On 3/*/16 a supervisor advised the customer of the rates. TWC considers the matter resolved.

Review: The service is not good .the channels have pixels problem .They charged me ten dollars more. My brother has three cable box's and

pays $160 verses me paying $190 for only one box. That's absurd.Desired Settlement: Make a affordable bill and fix the service.

Business

Response:

On 2/**/15 Ms. Edwards left a follow up message, voice mail. To date there has been no reply.

Review: During the month of December I made several phone calls complaining to Time Warner about channel 38. It was going black every few minutes, and pixilating. I called over five times and each time I was told to reset my box or they would send a signal to reset it and that would correct the problem. it never did. But according to them it would. I would tell them it didn't but, again, they said it would. They sent me a brand new cable box once again insisting it would work in correcting the problem. it didn't. Then they sent a tech who seemed quite annoyed he had to work. He replaced the wire from the TV to the outside line. Again didn't work. Then I was told it was a problem with the outside street lines. I said no because if that were the case everything would be screwed. I called again and the two agreed with me about the outside lines. However for the tenth time my box was reset by them. Again it didn't work. As of today nothing has been corrected. I am paying over $300 a month to get lousy service that does not correct a problem no matter how many times I call. Customer service sucks!!Desired Settlement: I want this problem correctly resolved with an adjustment to charges. I do not appreciate being billed for a service that does not properly fix a problem.

Business

Response:

On 1/**/16 [redacted] confirmed services are working well and all issues have been addressed.

Review: When I had my TWC service disconnected because I was moving to Philadelphia, without trying to contact me or telling me when I was disconnecting the service, TWC charged my [redacted] card $38.57 without sending me a bill or explanation of charges. Then, they sent [redacted]t collection agency after me to collect this $38.57 that they had already charged to my [redacted] card.Desired Settlement: I would like this experience to be on record, Revdex.com to reconsider TWC's Revdex.com accreditation, an explanation for the charges, why they are trying to double charge me, and why they sent a debt collection agency after me (potentially affecting my credit).

Business

Response:

On 11/*/14 [redacted] apologized, noted account has been closed with a zero balance.

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. However, let it be known and shown on the record that TWC sends collection agencies after their customers without contacting them even though they have their contact information and the bill was paid in full.

Sincerely,

Review: On December 2012, I received a letter from TWC I am a excellent customer a long time, my bills the amount will stay the same for the next year, which was $116.23. I received the January bill the amount of $137.79, I went to TWC office on [redacted] Street, they adjusted my bill, I paid $119.43 and they told me they will adjust my bill for one year. The next month February I received the bill the amount of $147.56. I went to TWC on [redacted] Str., I spoke to the [redacted], he adjusted my bill again he apologized and he told me I have to pay $126.23 and he will make sure for the whole year my bill stay a same. I just received my March bill, the amount of $127.24, I went to TWC office again, they told me that is a new amount, and as of April my bill will be $128.12. This is unacceptable from TWC, it not just they don't keep they promises, they locking in the amount of a year, they increasing the amount every month. Every month I have to go to TWC office, to adjust my bill, however, the bill is going up every month.Desired Settlement: I would like TWC is keep they promises, and not playing games. I am a senior citizen, I cannot afford to pay every month a higher amount. I am happy if I can afford to pay the monthly service. The advertisement on TV is a lie, "enjoy better" it is aggravation every month to deal with the billing, and telling me they adjusted the bills for the year. I would like to adjust my bill as promised for a least a year, and don't give me always untrue answers.

Business

Response:

Customer has been enrolled in a discounted package (as of 1/**/14) and a credit of $58.62 has been issued in goodwill (the amount equal to two full week's service charges).

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]

In several years, I always here the same respond. The untrue is, every time they promising they adjusted my account, and locked in the same price for a year, however, every month the price is going up and always a different amount. I don't understand why they telling me this price is locked in and not going to change.

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:

[Youer Here]

Thank you for your prompt respond, I am appreciated your help and credit for my difficulty. I just have one more question I don't understand what is the $11.25 converter fee. If you be kind to explain to me?

Thank you

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

Sincerely,

Business

Response:

The $11.25 converter fee covers the cost of the convreter box and it's functions.

Review: I [redacted], have been a loyal Time Warner Cable customer since October, 1993, never any late payments subscribing to the Triple play. My TWC bill has increased regularly over these 21 years with the same package.

In order to have my monthly bill reduced TWC associates have advised me to contact SOULUTIONS a department of BILLING. I have utilized this option a few times over the years of my participation as a customer of TWC with successful results seeing a reduction of my regular monthly bill for 1 year from that date. At the end of that year period of a reduced rate my Bill has jumped back up even higher than before.

Recently July *, 2014 I phoned BILLING and spoke with [redacted] to get my monthly bill reduced. [redacted] broke down my current billing rate point by point, resulting with a rate of $146.98. with reductions of services. I told [redacted] that my services were appropriate and any REDUCTIONS would NOT BE ACCEPTABLE. This conversation was over 25 minutes. I asked to be transferred to SOULTIONS with the request to have my bill reduced to a manageable rate. I was connected with SOLUTIONS answered by [redacted]. As the result of our 20 minute additional conversation with multiple times of being placed "ON HOLD" [redacted] announced that she had been able to find a lower monthly rate for me of $125.68 PLUS taxes for 1 year.

On August *,2014 I received notification by e-mail from TWC :

Your TWC bill is now available

View Web Version

[redacted],

Your Time Warner Cable bill statement is now available online. Please sign in to My Account to manage your account, view your statement or pay your bill.

Your Statement at a Glance:

Account Number:

Services Period: 08/**/2014 - 09/**/2014

Amount Due: $168.10

Due Date: 08/**/2014

AUGUST *,2014 I phoned TWC asking billing ASSOCIATE [redacted] if the Time Warner Cable bill statement I received 8/*/2014 was correct. [redacted] assured me that $168.10 is correct. I informed [redacted] that I had been advised on July * by SOLUTIONS Associate "[redacted]" that my bill for the next year would be reduced to $125.68 PLUS taxes for the next year. [redacted] told me that there were NO RECORDS of any calls with TWC on that date of July *, 2014 and that there is no person that she knows of named "[redacted] " in the SOLUTIONS DEPARTMENT except for a call with [redacted] in Billing. [redacted] laboriously went through my bill point by point informing me that the current e-mailed bill statement from TWC was correct. She assured me that without reductions in services I had the lowest rate possible.

I asked to be transferred to SOLUTIONS. I spoke with [redacted]. He assured me that my bill was as low as possible in this period. I recounted my conversation on July *, 2014 with "[redacted]" IN THE SOLUTIONS DEPARTMENT and her offer of the rate of $125.68 PLUS taxes for the next year. [redacted] very officiously informed me that THERE IS NO RECORD of any such conversation. I raised my voice contesting that THERE IS A MISTAKE. [redacted] disconnected the call.

I called Billing back right away and spoke with [redacted]. I explained my situation and asked to be connected with SOLUTIONS.

[redacted] in SOLUTIONS broke down my bill point by point resulting in assurance that my TWC Billing statement was correct and could NOT BE LOWERED. I asked to be transferred to the SUPERVISOR.

[redacted] came back on the line saying that the SUPERVISOR was busy with another customer and that I could leave a voice mail for the SUPERVISOR and would get a return call. I waited for the tone and left my message for a call back: name and phone number. It is NOW August **, 2014 with NO RETURN CALL FROM ANYONE AT Time Warner Cable.Desired Settlement: MY COMPLAINT IS THAT THE RATE OF $125.68 PLUS TAXES FOR THE NEXT YEAR BY "[redacted]" IN SOLUTIONS HAS BEEN DENIED WITH NO ACCEPTABLE RESOLUTION OTHER THAN A REDUCTION IN SERVICES WHICH IS UNACCEPTABLE.

Business

Response:

A review of the account indicates customer is enrolled in the $99.99 Triple Play Package, the current, lowest priced package available. They also have Extreme Internet, HBO, Showtime, WiFi service and Movie Pass. Customer cannot lower rates without dropping services. Rates are the lowest possible.

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]I WAS OFFERD A MUCH LOWER RATE BY "SOLUTIONS" PERSON [redacted] OF $125.68 PLUS TAXES ON JULY *, 2014 FOR THE NEXT YEAR. I ACCEPTED THIS REDUCED RATE BUT THE OFFER SUDDENLY DISAPPEARED FROM TWC RECORDS. I HAVE BEEN DENIED THAT LOWER AND MORE AFFORDABLE RATE FOR THE NEXT YEAR BESAUSE TWC's CLAIM IS THAT THE TRANSACTION IN QUESTION NEVER OCCOURED.

MY REQUEST IS TO ASK [redacted] in "SOLUTIONS" IF SHE DID INFACT OFFER ME THE $125.68 RATE PLUS TAXES FOR THE NEXT YEAR ON JULY *, 2014. THIS SHOULD RESOLVE THE SITUATION !

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

Sincerely,

Business

Response:

Customer is subscribing to the $99.99 Triple Play package, this is intended for new customers only. The discount is extended solely as a courtesy.

The monthly $11.25 converter fee is being waived as part of the introductory rate package, another saving, offered in goodwill.

Showtime is being provided at a special rate of $3.00 per month, a savings of at least $12.95 per month.

Extreme Internet is discounted to $20.00 per month, a savings of $34.99 per month.

It is worth noting customer has stated he uses the service for his business, he is not enrolled in TWC’s Business Class and is not authorized to use the services for business purposes.

Customer must remove a level of service to receive lower rates, TWC cannot provide lower rates. There is no record of customer being offered a package at the rate he is quoting, TWC regrets the customer's difficulty.

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] ONCE AGAIN I ONLY KNOW WHAT I WAS TOLD BY [redacted] IN SOLUTIONS. I HIGHLY RECOMMEND THAT TWC CONTACT THEIR EMPLOYEE [redacted] IN SOLUTIONS AND ASK HER IF IN FACT SHE SPOKE TO [redacted] ON JULY *,2014 AND OFFERED THIS CUSTOMER A SPECIAL RATE OF $125.68 PLUS TAXES EACH MONTH FOR THE NEXT YEAR.

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

Sincerely,

Review: I would not recommend Time Warner Intelligent Home to anyone considering home security mainly due to the poor or non-existent customer service, dishonesty of the sales associate who sign you up for the service, and finally the shoddy equipment which is behind the times.

To start, the sales associate who sells you your "package" will tell you anything to get "the sale". You will never hear from that person again. When it is time for the terms of your arrangement to be fulfilled, the rep you happen to be talking to, will have no knowledge of the deal because they don't see any notes on the system. Sometimes these reps will lie to you about things they will do for you. It is best you record and date any conversation you have with anyone from time warner for proof.

By the way, the various reps have some creative first names that I'm sure they make up. Case in point: I spoke to a rep named "My" (she even spelled it) who promised to send an e-mail addressing my concerns regarding the price I was originally quoted to her manager but which has yet to be satisfied.

My personal issue with Time Warner:

I signed up for a custom package while comparing the various security companies. I decided to check out time warner because a friend recommended them and they had one of the shortest contract times (18 months). To get my business the sales rep promised me a decent package deal which would be billed to me with my monthly bill (time warner does not give you "free equipment" with a longer contract time). It didn't take long for the nonsense to start. My first bill was nearly $1,000. Nowhere near the price the rep promised. The employee who was supposed to install the system came many hours late despite giving themselves a 12 to 4 PM window. I believe he finally showed up at 6 PM. I signed up in late April 2014. As of today, September [redacted] 2014, the package price I've been promised has still not been fulfilled despite to my many calls to time warner Intelligent home. I also have not received my $300 rebate Visa card I was promised at sign up because I pay EXACTLY what I'm supposed to and as a result my bill appears to be past due with the inflated package deal time warner still has not rectified.

Recently, (on 8/**/14 and 9/*/14) I spoke to a rep named "[redacted]" who states he sent an urgent email to the [redacted] for all of New York State, "[redacted]" who is the only individual with the authority to approve credits to an account. Now "[redacted]" is a very interesting person if he even exist. Apparently he is the [redacted] for intelligent home covering New York State with the power to issue credits to accounts, but he is never at work. Many reps I have spoken to since June 2014 have mentioned an "[redacted]" who is away on leave, was working from home, then he finally came back to the office in late August 2014 but he never seems to be at his desk, they always "just miss him". The various reps always assure may they send their emails to "[redacted]" with high importance regarding credits due to my account. They even leave him sticky notes on his desk. But since April 2014, my issue has still not be resolved. I would love to have a job like "[redacted]". No accountability, show up when you want, not answer e-mails, work from home....

This is simply amazing. All the people without jobs in America, and this person in charge of NY for time warner intelligent home simply cannot or will not do his job. Hey, it's good work if you can find it.

Sorry for the rant, but in summation:

While Time Warner Intelligent Home boast one of the shortest contract periods, the equipment and service is behind the times, the various departments do not communicate or pretend not to, and the customer service is atrocious. The sales reps will lie without consequence because the service reps you will speak to later will say, they don't see it on the system, etc. Record all conversations with all reps for proof. Also ask them their names. Make sure you are in a state where at least one party consent makes it legal to record conversations (Like NY state). Look elsewhere for service. You've been warned.Desired Settlement: I want my bill to reflect the proper amount due and I also want my $300 visa gift card I should have receive after 3 months of service. I've had service since late April 2014 and have yet to receive my gift card. I will not pay Time Warner's inflated price.

Business

Response:

Credits have been applied to the customer's account to resolve the issue (exceeding $100.00). The Visa card matter is being followed up.

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]

I have received the appropriate credits to my account. However, my $300 visa gift card has not yet been issued and no one is able to give me an estimated time of when I can expect it. I am constantly told, "That's a different department, I can only help you with this, but it might take another 12 weeks. I'm not sure, someone will get back to you." When my visa gift card is issued, I will consider the matter closed.

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

Sincerely,

Business

Response:

On 10/*/14 [redacted] apologized, issued a settlement credit of $300 to the customer's account. Customer agreed.

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: My internet was out for (3) days from January **, 2014 to January **, 2014. I called on 1/** and was told there was an outage. I was on the phone and transferred to one call center to another for about 50 minutes. They credited me for that day (when I asked for a credit). They offered no solution or ETA on when it would be fixed. My internet was out until half the day on January [redacted]. I called again and was on the phone for 32 minutes with a very unhelpful, uninformed worker. He was rude and gave me the run around. Finally he sent a signal to the router. I asked for a credit for 1/** and 1/**. He told me he would apply it and the total amount of credits was about $12.00. I checked my account and those credits were not applied. I contacted Time Warner via online chat on 1/** and was told there were no notes from 1/** and they could not help me. This company is so inefficient they should be fined by the FCC.Desired Settlement: After all the stress of dealing with this, I should get a full 1 month credit.

Business

Response:

THERE IS NO BASIS FOR A ONE MONTH CREDIT,

IN THE AMOUNT OF $179.13 FOR A LOSS OF SERVICE BETWEEN 1/**/14

AND 1/**/14. TWC REGRETS THE INCONVENIENCE BUT THE $4.05 CREDIT

ISSUED IS A FAIR AMOUNT.

Review: I cancelled my service with Time Warner Cable one year ago and have received on a monthly basis a bill with a negative balance of $26... money THEY OWE ME. I have called 7 times and every time they tell me "the check is in the mail." This has gone on for a year now.Desired Settlement: Full refund of the overpayment on my account.

Business

Response:

TWC has confirmed check is in process, customer will receive within a few days.

Review: Time Warner Billing is including additional charges for services not provided and such charges are not detailed on billing. On Oct *, 2013 I paid my full bill for cable and internet services. But on September [redacted], 2013 I disconnected the cable services. Per phone conversation with [redacted] on October [redacted], 2013 he advised to only pay $30.68 due to credits due to me for my previous full payment. Now TWC is billing me for $56.05 when my monthly internet services (only service I am receiving from TWC) is $46.94. This bill in including an additional hidden charge of $8.58 that is not justified or explained any where in the bill.Desired Settlement: Remove the additional charge and offset my billing to the correct amount for the service provided.

Business

Response:

$8.58 [redacted] CREDIT ISSUED TO RESOLVE CASE FILED WITH THE Revdex.com.

Review: On 4/**/2014 - [redacted] w/ Rep # [redacted] at Time Warner Cable (TWC) convinced me to switch to TWC by promising a package for around $53/month which included TV service at $19.99 & 2 hi-def boxes at $11.25 & $15.25 as well as 3 months free of HBO & Cinemax and a $100 gift card.

After numerous calls to TWC billing, rewards & customer service departments - I was told by [redacted] w/ Rep [redacted] in the TWC escalation dept. that they will not honor the promise of the $100 gift card since account is ineligible because received discounts in order to get the free HBO & Cinemax. He said that in order to get this $100 gift card, I have to add more services and basically pay more to get what was promised to me.Desired Settlement: Please help me receive the promised $100 gift card that caused me to switch to TWC and still maintain the level and cost of service as I've currently got set up.

Business

Response:

I spoke with the customer on June **, 2014 and addressed her billing issue. I apologized for any inconvenience she encountered and offered to apply a courtesy credit of $100.00 in lieu of the gift card. She accepted my offer and considers the matter resolved.

Consumer

Response:

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

The $100 credit is to be applied to next months bill so am not sure it has been applied as expected until July 2014, so if it isn't applied correctly is there any way to reopen this complaint? Thanks.

Sincerely,

Review: Dear Time Warner

You are the most incompetent company I have ever had the displeasure of dealing with. Seeing as I have tried to register a complaint by phone, via your website and using your online chat, none of which have gotten through to you, I'm hoping some component staff member may actually pay attention to this post. Here's the chronological list of problems I've had with your company:

1. It took me about 6 hours of my time to setup your service. I had doubts about your company at this stage, but unfortunately you are the only cable provider in my building. (Have no doubt, the second [redacted] offers service in my building you'll never hear from me again). The reason it took so long is that you told me that my apartment already had a current account. Which of course it didn't, because I'd just moved in to a vacant apartment. When I (yes, me, not you) figured out by myself that the problem was caused by the fact that your records (yes, yours, not mine) were messed up and had incorrect apartment numbers allotted to the apartments in my building, you set me up with the one apartment number in my building that didn't have a current TWC account. Although I advised you on multiple occasions that this would continue to be a problem until you sent someone to my building to correct your records, you clearly haven't bothered. Please read on.

2. Once I'd finally spoken to at least five members of your staff, including two supervisors, you agreed to allow me to be one of your customers. But the joy at being allowed to be your customer quickly turned into dismay, as you booked a time for a representative to come to my apartment to connect my cable and I took a day off work, but then your representative never showed up. As I didn't have the opportunity to rebook a new time when you called to apologise (because you never called to apologise), I had to call you a few more times to request that you connect me to your service. I booked a new time, and the representative failed to show up again. Finally, I managed to get through to one of your staff who sympathised with my plight and managed to get a representative out to my premises to install my cable. The guy who came to my apartment provided the best customer service of all my interactions with your company. He should be President. Or at least in charge of customer service.

3. Thanks to all of my hours on the phone due to your dedicated incompetence, a sympathetic staff member agreed to apply a credit to my account. Alas, I had to call three times after I received my first bill to have it applied. The rare attempt at improving my customer service experience backfired.

4. After four months of sheer bliss of not having to speak to anyone from Time Warner Cable and thinking all my Time Warner troubles were behind me, I suddenly started receiving mail welcoming me as a new customer. I thought this was simply a reflection of your tardiness, but alas, if only the problem had been this inconsequential. Last week I received a bill from a debt recovery company for $37.29 for my '"recently disconnected Time Warner Cable Account". Although I was extremely impressed with the debt recovery company in managing to get my apartment number correct on its letter, given you've never been able to do so, I was rather unhappy that you had apparently disconnected my service and thought me such a terrible customer (even though all my bills have been paid by automatic direct debit) that you thought it necessary to seek the services of a debt recovery company.

5. I spoke with one of your representatives ([redacted] this time, though I'm sure I've met them all by now), who couldn't quite figure out what was going on. I pieced together the puzzle for [redacted], explaining that this had now happened because you had probably disconnected my account after you'd finally figured out you'd set me up with the wrong apartment number (even though I 'd already explained that to you), and you'd reconnected me with what you thought was the correct apartment number. Turns out it's not - my latest bill shows a different, but still very wrong, apartment number. Oh, and by the way, you never thought to mention to me that you'd done any of this. Maybe you thought I wouldn't notice. I wish that were true. Anyway, I spent another thirty minutes of my time patiently explaining the whole story to [redacted]. By the way, she confirmed with me that I had indeed paid the $37.29 on my 'disconnected' account and that there was in fact no debt to be recovered. [redacted] very nicely promised me she would call me back the following day. Unfortunately, a week later, I've still not heard from [redacted]. I left a message for [redacted] today, but still no call. I wonder what happened to [redacted]...

6. When on the phone with one of your representatives tonight trying to figure out [redacted]'s whereabouts, I enquired about how one might go about lodging a formal complaint about your company. I was directed to your website. After carefully searching on the website, but not finding any tool via which I might submit a complaint, I thought I'd try logging into my account. However, it seems my account has been disabled thanks to the disconnection and reconnection of my account you chose to do without telling me. So I tried calling you to see if you could at least set my online account back up. I was greeted by a message that you were terribly busy and that I should leave a message letting you know a good time to call me back. I said "now", but no-one called. Not being deterred by rejection, I tried using your online chat feature. The first representative told me the only way to register a complaint was on an online community forum. Hmm....I'm quite certain you don't want me trying to figure out what happened to my account amongst a group of disgruntled customers online. The second representative I tried chatting with told me the only way to register a complaint is by phone. In the face of this contradictory advice, I still have no idea how to register a formal complaint. In fact, I wonder if one can even make a complaint. Or, more importantly, I wonder if you even care.

So, if there's anyone at Time Warner Cable who has any shred of interest in customer service, and who happens to stumble across the above narrative of my experience with your company, and who feels pity for me because my plight is not yet over, and who wants to prevent me from having to sit through many more hours of recorded phone menus and having many more transient dalliances with your rather useless 'customer service' representatives, I'd love to hear from you.

Yours sincerely

The most frustrated customer you could ever possibly haveDesired Settlement: I would like:

1. a genuine apology

2. a discount that reflects the amount of my time that has been wasted in dealing with Time Warner Cable's incompetence

3. Time Warner to correct their records for my building once and for all to reflect the correct apartment numbers

4. Time Warner to clear the debt of $37.29 that they passed to [redacted]

5. Time Warner to ensure that my perfect credit history is not tarnished by their error in passing an incorrect debt, caused by their error, to a debt recovery company

Business

Response:

A field survey has been done, TWC's records have been updated and corrected as requested. A one month credit was issued for the difficulty.