Time Warner Cable's New York City Region

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: 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: 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: 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 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: It occurs to me that Timer warner cable have embark on a billing system to take advantage of its best loyal pay on time costumers. On January the company send me a bill dated January ** 2015 to February **,2015 bill due date January **, note how February was generated in advance without receiving service yet; the complete bill was paid on time. Now on February **, 2015 Time warner send another bill stating servive period from February **,2015 again I'm being charge for February which was on the January bill to March ** payment due date March **. Again the surcharge of March with no service. Received third bill stating service period from March ** to April ** due Mach **,on March **, twelve day after they have received the payment for February and March.How is it This company keep on charging double every month, and over head for services that have not been use. In addition, an overcharge payment for starterTV $17.95 plus standard TV

$43.09 a charge for $10.72 charge $53.43 plud $9.29 for top box charge $8.00modern lease. $5.00 franchise fees.$1.15 for public access. Which suppose to be free on the first place.$.5.50 for broadcadting.

receivef another billDesired Settlement: Refund on the amount of $463.2, and would like to stop beimg charge twice, for service I just paid for. Additionally, the company need to stop manupilating customers into believing this a monthly plan when it's not. When trying to speak to customer services it does not help. They spent hours over the phone giving the customer the run around and the problem does get solve. Need to pay back $463.20 of over payment. Be Realistically ,a payment was made on Mach *, 2015 for March; and 10 days later the company sent a new bill covering the month that wad paid and the new month. to make Payment for April on the Same month, how is this possible. How the [redacted] allow time warner cable to do this. This the treatment one's get for being a loyal paying on time customer. Ifi don't my refund I will disconnect my services.

Business

Response:

On 3/**/15 customer advised [redacted] that she did not have a copy of the bill in question but would call back when she does.

Review: An accidental over-payment was made to Time Warner for my cable and internet on June **,2015. I noticed the error on June **, 2015 and contacted Time Warner Customer Service. The representative noted the error and told me my bank account would be credited in 3-5 business days. On July **, 2015, I contacted customer service again as my bank account had not been credited for the overpayment. I was told at this time that they needed proof of the overpayment even though their own records indicated the payment. I asked why I hadn't been contacted when they realized they needed a copy of the bank statement showing the payment and was not given a satisfactory answer. I faxed the bank statement on July **, 2015. I called again on Aug.* to be told the fax was never recieved and again, couldn't get an answer as to why I was not called about the unrecieved fax. I refaxed the statement. I called on Aug.** and was told the fax was not readable, again, no answer as to why I wasn't contacted and asked to resend the statement. I faxed the statement for the third time on Aug.**, the representative told me to give them two to three business days to process it and she would personally call me to confirm receipt of the fax. I did not recieve a phone call. I called again on Sept. ** and was told the information had been submitted to the representative's supervisor and they had put in a request to escalate the claim. It has been 10 weeks now and I feel no closer to getting my money back.Desired Settlement: Firstly, I would like my money back, either credited to the account from which the overpayment initially occured or as a check from Time Warner. Secondarily, I would like the company to review their policies. Why could I not speak directly to someone in payment processing (the department I was told was responsible for addressing my claim and refunding my overpayment?) The representatives could not even confirm if my fax had been received by payment processing but I was told I couldn't speak to anyone in that department, very frustrating. When the company received an unreadable fax, why did they not try to contact me to resend that fax? Why did I need to send my bank statement in the first place, when my Time Warner account clearly reflected an overpyment? How can something so seemingly simple (acknowledge the overpayment and mail me a check) take 10 weeks and 5 phone calls to sort out and still not be resolved?

Business

Response:

PER TWC'S BANKING SERVICES -NO FAXES HAVE BEEN RECEIVED FROM CUSTOMER. A REFUND OF THIS SIZE WILL NOT BE APPROVED WITHOUT A BANK STATEMENT SHOWING THAT $5,000 WAS PAID TO TWC. ONCE WE RECEIVE THE DOCUMENTS TWC CAN ASSIST. FAX NUMBER ###-###-#### ATTN: [redacted].

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 bank statement has already been faxed three times to the listed number. A customer service representative told me the second fax had been recieved. The inability to speak with someone in the payment services department who can confirm reciept of the fax seems to be a big problem here. Time Warner is aware that I have been trying to get them the required information. It would be very helpful if someone there could let me know in a timely manner if the fax has not been recieved instead of waiting two or three weeks when I call (again) to find out what is happening. I will fax the statement today, September **, for a fourth and final time. I am not comfotable repeatedly sending my private banking information to a corporation who seems to be misplacing it. Who knows how many people have now seen that sensitive matetial.

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:

Thank you, I look forward to receiving the refund. I will contact the Revdex.com upon receipt to close this file.

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

Sincerely,

Business

Response:

A refund check has been processed and sent.

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: 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: 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: 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 February of 2014 I used the Timewarnercable.com website to upgrade my internet service. I noticed that when I went to upgrade my service to a faster speed internet, the prices for the internet services were different then what I had been paying, they were lower. So for the price I was currently paying ($54.99) I could go from having Turbo internet speeds (20Mbps) to Extreme internet speeds (30Mbps). The website stated these services were valid for 12 months. At this point I was logged into my account, clicked upgrade service, and got to this page. I was not on any New customer page. I was on the current customer page to upgrade my services.

I thought this skeptical, and decided to reach out to the live chat portion of the site to ask a represenative about this deal and if it was valid. I was told it was valid for the 12 months and the $54.99 new price I would be charged per month would now get me faster internet.

Fast forward to a month later, I receive a bill stating that now my internet is $64.99 a month, for the Extreme internet services. So I contact the customer service rep again asking why is it so high. They tell me those offers are for new customers only. Yet at the bottom of the page with the terms and conditions it states: "By enrolling in this promotion, customer agrees to be bound by the terms of TWC’s Subscriber Agreement, which can be found at [redacted]. Three-product offers valid for new residential customers or existing single-play (TV, Internet or Phone) customers. After 12 months, regular rates apply."

I am currently a "single-play" customer and therefore the offer should be valid for me

After speaking with 2 [redacted] I was told that offer would not be valid for me, there are aware of a website glitch which allows current customers to get new customer prices and "going forward" the customers would be made aware of this issue and their transaction will be canceled. and that I was going to be charged, $64.99 for internet.

I have transcripts of these conversations from the chat if need be.Desired Settlement: If they are aware of the website glitch and state that "going forward" they are going to make customers aware, what does that say about me who purchased this offer a month ago and was never contacted, and figured the offer was valid. As the website states current single play customers. I am a single play customer and therefore should be valid.

I would like my bill altered to show the $54.99 a month charge for the Extreme internet I purchased for 12 months from the date of purchase.

Business

Response:

On 3/**/14 and 3/**/14 [redacted]left voice mail messages offering to assist. To date there has been no reply.

Consumer

Response:

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

[Your Answer Here]

I have called back on both 3/**/14 and 3/**/14 and left messages. No response from the company since.

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

Sincerely,

Business

Response:

3/**/14 (2:10PM) - THE CUSTOMER RETURNED MY CALL & I OFFERED A COURTESY

CREDIT FOR THE DIFFERENCE ($120.00) IN THE PRICE OF THE EXTREME FOR 12 MONTHS.

HE REFUSED TO ACCEPT MY OFFER..[redacted], AGENCY RESPONSE TEAM

Consumer

Response:

[redacted]

from on my understanding time warner were only going to credit me the difference of 1 month of internet, which is why I originally rejected the offer.

If the company will credit me the difference of 12 months ($120.00) then yes I accept this offer.

Sincerely,

Review: after rejecting several offers from a sale rep from time warner cable regarding services, I decided to give it a shot. it was brought to my attention that a relative previously acquired services with TWC prior to me moving into the apartment. I repeatedly asked the sale rep if this would be an issue or interfere with my services even though the relative no longer lives in the household in which a balance was left under the account. its my understanding that there would be a block on services if there is a balance on a household that wasn't resolved.

I was told not to worry about it and that it would be taken care of. I was promised a package that would not exceed my budget of $120.00/month with the following services included :

internet

cable tv (standard tv and sports package)

3 cable boxes ( waving the fee of one box for a year)

I then received a text message from the sales rep stating I would get all the services I asked for $120.00/ month. After this agreement was made I had the services installed on April [redacted], 2014. A few days later, after experiencing multiple inconveniences I called TWC for tech support, it was then that I was told that my first bill would be $231.00. I then disputed that balance because it was above my $120.00 budget. I contacted the sales supervisor and we then came to an agreement that I would get the services I requested for no more then $160.00/month after taxes. within a week of service I was contacted by Risk management stating that my services would no longer be active unless the balance was paid in full by the relative whose name they never specified. after feeling like I was mislead and all the inconveniences I had experienced I decided to promptly cancel all services.Desired Settlement: due to multiple interuptions with tv and internet. as well as numerous inconvenience with tech equipment and company representatives I should not be held liable for any charges accumulated on the account.

Business

Response:

ON 5/**/14 [redacted] SPOKE WITH THE CUSTOMER IN RESPONSE TO Revdex.com COMPLAINT AND HE

CONFIRMED WITH ME THAT HE DISCONTINUED SERVICE & RETURNED ALL

EQUIPMENT. IN ADDITION, I OFFERED TO APPLY A CREDIT OF $138.95

TO HIS ACCOUNT TO CLEAR THE BALANCE. HE ACCEPTED, MATTER CLOSED.

Consumer

Response:

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

Sincerely,

Review: On 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: 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: 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: I am writing to you as a last resort, and to air my frustration with Time Warner customer service over a recent order. I have dealt with a lot from TWC, but have been a well paying customer for the last 3 years. Recently, I took advantage of your promotion (which, I am still receiving mailings about) offering a Dell computer for upgrading to a specific package. On August [redacted], I placed a qualifying order with one of your customer service representatives on the phone. After confirming with her multiple times that this qualified for the Dell promotion, the order was finalized. I spent 70 minutes on the phone with her figuring this all out and being promised multiple times that I was fulfilling the promotion.

She mentioned that I would receive my code for the Dell Computer within a few days. Two weeks passed, and I did not receive a code. I initiated an online chat, which took an hour and a half. In the end, none of the three different people I was transferred to were able to help me. In fact, the only solution mentioned was that I would need to visit the local store to try and figure it out there, although she told me that she just had no idea what to do so could not give me any idea on whether the store would be able to handle it.Desired Settlement: I would like for the promised laptop to be sent. I have fulfilled my end of the agreement.

Business

Response:

On 10/**/14 [redacted] advised customer he was not eligible for the tablet, however, as a gesture of goodwill, [redacted] offered to issue a credit of $175.00 to his account. 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:

[Your Answer Here]

I appreciate [redacted] reaching out to me. Unfortunately, she was not able to resolve my concerns. I have very clear screenshots that show that I did, in fact, have a qualifying order for the tablet. This was later confirmed with a conversation with customer service. In fact, [redacted] never mentioned that I actually did not qualify for the tablet in our phone call, but instead just said that there was a "misunderstanding". My motivation behind contacting the Revdex.com was not to get money or credit from TWC, but instead to expose their deceptive advertising and make myself whole. While I will accept the $175 as barely adequate compensation for frustrations that this has caused and the ridiculous amount of time spent, it does not solve the issue of the fact that I am now paying for a more expensive package than I was previously solely because of the promise of a promotional tablet. I do not consider the issue resolved until I am assured that my previous order, which was placed under false advertising, has been wiped clean and I am returned to paying for the services for which I was previously contracted with Time Warner.

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

Sincerely,

Business

Response:

TWC HAS EXTENDED ONE LAST PROMOTION WHICH WILL BE IN EFFECT UNTILDECEMBER, 2015. CUSTOMER IS NOT TO BE GIVEN FURTHER PROMOTIONS ORDISCOUNTS UNTIL DECEMBER, 2015.

Consumer

Response:

[redacted]

In response to the email above (my apologies for not seeing it earlier, but the Revdex.com system was having trouble), 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 with the understanding that the above package will be in place for the following year and the $175 credit is applied to my account. Please note that this was not an attempt to get a discount, just to restore the services I had before this entire issue started in August. While I STILL do not have that service and will be paying more come next December, I have lost the will to continue this back and forth and accept this resolution.

Sincerely,

Review: To whom it may concern

Dear sir/madam,

On December [redacted], 2014 Monday at about 5:00pm Time Warner cable representative was working to connect cable line at my house located at [redacted]. As he was working outside to connect the cable line from the main connection which was located across the street from my house. He was using a ladder to climb up to the top of the pillar cross the street; he left the tangled wire running over the street from my house to the other side of the street. Tangled ware was on the middle of the street where so many cars were passing by and people are walking through the side walk over the wire. I notice that he is not taking any safety procedures so I asked him to keep the big metal spool of wire on his side of the street until he is finished working there. He didn’t not respond or listen to what I said. As I was watching him nervously a truck was passing through which caught the wire. As the truck went fast the wire got tangled with my car's front bumper (which was parked right in front of my house) and broke the left side of the bumper. After the incident the cable guy came down and told me that he is calling his [redacted] who will come and take care of it. He called and somebody came in about 20 minutes later. He took some pictures of my damaged car and introduce me as he is the [redacted] name [redacted] and said it’s an accident they will take care of my car. He said someone will call me the next day by the name of Skender Begani and he will arrange everything. He also mention no need to inform the police. I trusted him as Time Warner Cable is a big company. Next day [redacted] called and told me to get an estimate. Which I did, now they are not cooperating with me! They don't answer my calls. I lleft messages no one called me back..

Please help me overcome this situation.

Thanks.

Sincerely,

___________________________________________________ [redacted]Desired Settlement: I have an estimate of 535.00 dollars.

Business

Response:

Check has been hand delivered, customer is satisfied.

Consumer

Response:

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

Sincerely,

Review: 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: 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.