Time Warner Cable's New York City Region

Review: On 10/** 2014 @1130 HRS I contacted TWC Collection Dept. on a outstanding account @170.00 I asked if my service will continue at least till 11/** when payment WILL be submitted He said that's OK ,but on 11/** the service was disconnected I agagin called collections to asked way was it turned OFF [redacted] WHO DID This is NOT GIVE A LAST NAME She said that NO INPUT WAS DOCUMENTED ON MY ACCOUNT......... this is the second time I encountered an error on Twc I don't what an apologe .

Business

Response:

TWC APOLOGIZES FOR THE DIFFICULTY. A $25.00 GOODWILL CREDIT WAS ISSUED IN REPLY TO CASE FILED WITH THE Revdex.com. PLEASE NOTE PRIOR $14.49 CREDIT ALSO ISSUED.

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

Sincerely,

Review: I called to discuss my monthly charge for cable tv, telephone asnd computer service.I spoke to [redacted] who hung up on me.I then spoke to [redacted] who lowered the bill to$109.48; I asked him to repeat the amount three times.He did.I then spoke to billint tohave my bill credited retroactively; he told me that [redacted] did not include taxes and my bill is $120.61.

I consider this a bait and switch tactic and not good business practice.

I then spoke to [redacted]/a [redacted]/who told me that there was nothing she could do.Desired Settlement: I expect the amount I was quoted $109.48 to be the amount I am billed each month.

Business

Response:

On 10/**/14 a [redacted] apologized and noted rates quoted were for services and did not include taxes and fees. A courtesy credit of $70.64 was issued in good faith. Customer accepted.

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]

This is not a satisfactory resolution.

I expect the price for this sevice to be the price I was qoouoted by [redacted]$109.48. That quoted price did not include the tax; the real price is$120.61.

I consider this bait and switch.

The price adjustment was for switching to the lower rate; not a refund.

I want the rate to be $109.612; this was the rate quoted 3 times by their representative [redacted].

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:

Time Warner has not taken any responsibility for an employee's error.

I expect some compensation for this time spent over a ptoblem that has become my responsibility.

I am sure that Fios will be happy to have me as a customer and not ignore my complaints!!!!!!!!!!!![Your Answer Here]

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

Sincerely,

Business

Response:

TWC rergrets that we cannot fully confirm, or deny, the customer's allegations. His concerns have been taken seriously, however, there is no basis for "compensation" as requested.

Review: The Broadband Internet has been slowing down and sometimes I lose the signal completely. I have worked with customer service 4 times to try and resolve the problem. First the customer service people always reboot the signal and instruct me to check connections or they actually say that maybe I should hard wire my computer to the modem and maybe the signal will be stronger. I have very high powered wireless equipment, so that should not be the problem. Then they say that there is an outage in the area. This seems to be the trouble, but unless I lose service for an entire day, I can't get credit for the lack of service in the morning. I pay $65 per month for 50 mbps and find that I have to wait a very long time while there is buffering. There are no other broadband providers in my area, so I am stuck with Time Warner. I feel that because for NYC I am in a lower volume area, that they do not feel they have to fix the problem.Desired Settlement: I would like the outage problem to be resolved as soon as possible and would like to be compensated for the poor quality service and I would also like that the customer service people have a better knowledge of the product.

Business

Response:

Mr. R[redacted] spoke with [redacted],who has switched from Earthlink to TWC Internet service, and is satisfied with the service. Mr. R[redacted] confirmed customer has the extreme internet promotion for 1 year. Customer inquired about faster speeds and was given the promotion of free Ultimate 200 upgrade, with free Wi Fi. Customer was advised him the promotion is in effect for 1 year. Mr. R[redacted] also advised that when not in promotion, the regular retail rate for Ultimate 200 upgrade is $20.00 additional and that TWC WiFi is $5.95 additional.

Review: Time Warner Cable is falsely advertising deals for my zip code [redacted] which when I log into my account suddenly are no longer available. When I went to add a service it said 39.99 per month. Then it said add internet for 10 per month. TOTAL MONTHLY CHARGES 49.99. then after I submitted it I realized in little tiny print below it says 10 additional to current billing. So I try to contact online chat to downgrade and twice I am chatting with someone and get transferred to another department. Suddenly I can not send any chat messages. Both times. I print both convos as proof. They are falsely advertising and then failing at their customer service once you need to change them.Desired Settlement: I need them to be responsible for false advertising, falsifying pricing on website and also making it difficult to downgrade services. I can upgrade online but can not change my services down.

Business

Response:

TWC was able to lower the rates slightly and asks that customer review billing statement of 5/*/16, new discount will appear on this bill.

Review: Haven't had internet service for over a week, have called several times to complain. On Wednesday 6/19 was informed service team would come on Monday 6/24, called Friday 6/21, Saturday 6/22, Sunday 6/23 and Monday 6/24 in the morning to confirm appointment. At 10:00 am on Monday 6/24 I was able to confirm the appointment for that same day between 11:00 and 12:00. Nobody showed up. Called again at 12:10 on Monday 6/24 and was told there was an outage and they did not respond for outages. I then complained that this was an issue that needed to be looked after to resolve, I was put on hold and then told they could resolve it without coming to my place. So somebody would look after it without the need to come and they would call me back that same afternoon. Nobody called. Monday 6/24 at 10:00 pm called again since had no internet, was told there was no entry regarding my complain earlier that day and that there sas no report on any work done inside or outside my place. Further calls I have always been placed on hold and not received any response nor justification and I still have no internet.Desired Settlement: Have the service work according to terms of contract.

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.

My internet connection has resumed, however there is no way to recover the time wasted when Time Warner Cable missed their appointment with me and failed to resolve my problem for 10 days.

Sincerely,

Review: Time Warner owes me several hundred dollars ($900+ -

the total amount depending on how much my credit card company can reverse)

after charging me for several months when I had already left my apartment at

the end of June 2012. A few weeks prior to leaving my apartment at [redacted],

Apt **, I called the [redacted] number to cancel my cable account. I was told by a

very pushy representative that I could not cancel over phone. I called up again

around a week prior to leaving my apartment, in which case the rep told me I

needed to physically return all the equipment, which I did around July [redacted] at

the 23rd street location and confirmed cancellation. As of July [redacted], 2012 I

completely vacated my [redacted] apartment. Since then, I have been charged

for several months by Time Warner. I called at least a few times to ask them to

stop charging me and for my money back, and nothing has worked. The only thing

that did work is my card number changed so I couldn't be charged anymore. I

then received invoices for several hundred dollars I now owed because my credit

card wasn't working on an apartment I haven't lived in. Not one rep could

send me anything in writing to record any confirmation such as that my account

had been cancelled, they would stop charging me, and I would get my money back.

I would like to get my money back as soon as possible and a confirmation

in writing it will be sent to me.Desired Settlement: I want to get paid back immediately for the funds I am owed.

Consumer

Response:

My current residence is apartment **:

Review: I called to disconnect service on 2/** and was told it would be cut off w/in 24 hours. I received a new bill today for 4/*-5/*. I used online chat and called to ask what was going on and request a refund and spent an entire hour dealing with CS and talking with a total of eight different representatives. In the end this may have resolved the problem but I was told I still may need to contact the billing department to request a refund rather than to credit my account which I no longer have. This is the most abysmal customer service I have ever received.Desired Settlement: I would like for TWC to get their act together.

Business

Response:

On 4/**/14 customer was advised check will be sent to new address but process may take an additional three weeks.

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:

1) It has been > 6 weeks since I called to cancel service and I have not been refunded the money for the prorated month or the following month I was billed in error.

2) TWC seems to still be unsure of how much will be refunded or for what dates.

3) TWC was unable to identify the cause of this erroneous billing.

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

Sincerely,

Business

Response:

TWC regrets the difficulty and has forwarded his concerns to the proper areas internally for investigation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their actions may have resolved their customer service issues. I have also received a refund from TWC.

Sincerely,

Review: I signed up for service as a new customer on June **, 2014. I went to TWC's website and noticed an advertisement for a featured deal " A Free 2 in 1 Dell Inspiron Laptop" when you sign up for Ultimate 100 internet for $64.99. I enrolled for the service via the website and was instructed to pick up my equipment at the nearest location. A few days later I picked up my equipment in store at the Upper east Side location, the customer service rep looked over my account and asked if we wanted to add on Essential TV service for 29.99 and my husband and I said sure. We asked him if we were on track to receive the reward offer from the website and he said we were and we just had to wait for the redemption code which would arrive in the mail or via e-mail.

In August I received my redemption code via mail but misplaced it, then on August [redacted] I proceeded to access the code via [redacted] "Forgot your Redemption Code."

This is the email I received from them:Your requested Redemption Code from Time Warner Cable

Your requested Redemption Code

Thank you for requesting your redemption code. Here is your Redemption Code: [redacted].

We hope you’ll submit the previous service provider bill within 30 days of your installation date and before 11/**/14. Once your submission has been validated, we will send you an email to update you on your status. Please remember that you must maintain your current level of service and keep your account in good standing for 90 days from your date of installation to be eligible for your reward card. Your reward card will be mailed approximately 4-6 weeks after the 90 day period.

Thank you for choosing Time Warner Cable.

Customers must remain active, in good standing and must maintain all services for a minimum of 90 days after installation. Reward will ship approximately 4-6 weeks after all requirements have been met. For full terms and conditions, please visit [redacted]. Reward may be subject to separate terms and conditions imposed by issuer. Limit one (1) Reward per eligible residential service and this offer may not be combined with any other offers. To receive your Reward register within 30 days of installation or no later than 11/**/14, (whichever comes sooner) at [redacted]. You will be asked to provide the Redemption Code which you will receive via email and/or postcard within 2 weeks from your installation date and will be asked to upload a recent bill from your previous service provider showing the service(s) you are canceling (bill must be dated within the last 90 days from date of registration). If you require customer support to register for your Reward, please call [redacted] (###-###-####). ©2014 Time Warner Cable Enterprises LLC. All Rights Reserved. Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc. Used under license.

On September [redacted], I uploaded the required documentation as requested when registering for the reward using the Redemption code I received from TWC.

On September [redacted], I received two e-mails from TWC stating the following:

Email #1:

Please maintain your level of service to stay eligible.

You'll be enjoying your reward card soon.

We’re pleased to let you know you are on track to receive your reward card. It will be sent to you 4-6 weeks after you have maintained your current level of service and have kept your account in good standing for 90 days from your installation date.

You may check your status at any time by clicking below. Please call us at ###-###-#### with questions.

Thank you for choosing Time Warner Cable.

Email #2:

Please maintain your level of service to stay eligible.

You're right on track to receive your reward.

Congratulations! You have successfully registered for your reward. It will automatically be sent to you 4-6 weeks after you’ve maintained your current level of service and have kept your account in good standing for 90 days from your date of installation. You can check your status at any time by clicking below. Please call us at ###-###-#### with questions.

Thank you for choosing Time Warner Cable.

On September [redacted], I checked the status of the reward on the TWC website and it showed a timeline with a few "milestones" I had to meet before I received the reward, which was the 90 day account in good standing period. So as of September [redacted] I was still on track to receive the reward.

On September [redacted], I went to check the status of the reward again, and was met with very disturbing news: Sorry you are no longer eligible for this reward. I was very alarmed when I read this, so I proceeded to call TWC.

Call #1: I first called the rewards department at ###-###-####, and they told me they only process the information they receive from Time Warner Cable, and gave me a new # to call.

Call #2: I then called ###-###-#### and spoke to a customer service rep regarding the issue and they told me I was never eligible for the reward based upon the services I signed up for. I asked to be transferred to a [redacted] and after being on hold was hung up on.This call lasted 23 minutes.

Call #3: I then called ###-###-#### and spoke to a customer service rep who was kind enough to transfer me to a [redacted] without much hassle. I explained my circumstances to the [redacted] and even he was baffled as to why my reward has been cancelled. I met all of the requirements as outlined in the Terms and Agreements and he advised I should file a complaint. He said under no circumstances could he sign me up for the reward, but he could offer a $65.00 bill credit instead. I told him no thank you, and I would like to speak to someone else above him he could authorize the reward for the Dell Laptop or a credit for the same value as the reward. He then proceeded to put me on hold for 10-15 minutes and I was re-routed to the Customer Service line again. I then had to explain to this person that I was on hold with a [redacted] regarding a credit on my account or the Dell reward and the person very sternly told me I was not eligible and there was nothing I could do about it. This upset me, so I told the CSR that I don't think I am happy with my service and they put me on hold and transfer me to Customer Retention Department. I told the Customer Retention Department I need to speak to a [redacted] and they transferred me to the final person I spoke to which was [redacted].

[redacted] informed me of the following very matter of factly:

1) I was NEVER eligible for the Dell 2 in 1 reward based upon the services I am signed up for

2) The email's and redemption codes I received regarding the reward was due to a "glitch" in their computer system

3) I was not eligible for any type of credit or refund on my account

This call lasted 1 hour and 55 minutes with zero resolution and a very frustrated and upset customer.Desired Settlement: I would like to have my reward re-instated for the 2 in 1 Dell laptop, and I would like an explanation for why I was initially eligible and received the redemption code as well as confirmation e-mails saying I was on track to receive my reward and then all of a sudden, I was no longer eligible.

Business

Response:

On 9/**/14 customer was advised she was not eligible for the offer as she moved from one state to another but still has services in the other state.

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:

TWC has replied that I am not eligible for services because I have service established in another state. My previous service provider was Comcast and I no longer have ANY services provided from them in this state or any other state as TWC alleges.

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

Sincerely,

Business

Response:

Good afternoon,TWC apologizes for the confusion. The offer had been made and expired on 12/*/14. TWC will honor the credit if it is considered a fullsettlement and resolution by the customer.This offer is open for 10 (ten) business days.Customer can send email acknowledgement to [redacted]

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: unacceptable customer service. Waiting 4 weeks for change of serviceDesired Settlement: restore service

Business

Response:

TWC requests an account number be provided in order to assist further.

Consumer

Response:

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

Sincerely,

Review: We have had Time Warner Internet for 5 years, and as of two years ago signed up for digital cable service as well. We live in an apartment building that is ONLY wired for Time Warner. Therefore, we had no options when it came to choosing our cable/internet service. Since the installation of our first cable box, two years ago, we have had nothing but problems with Time Warner’s cable and Internet service. Within the first month of receiving cable, our cable box stopped working and a new box had to be installed. Since then, it's been a daily gamble as to whether the Internet or cable will operate properly. On a monthly basis, we place calls to Time Warner because at least one of the two services is not working correctly, and sometimes both are down at the same time. The Internet has never had a strong signal. My boyfriend often works for home, and at times has had to use the internet at Starbucks because our home Internet signal is either too weak or non-existent. Over the course of two years, we have spoken with numerous technical representatives from Time Warner, each of whom has given us yet another reason why our Internet isn't working. Our cable service has been equally unreliable. This summer, our cable box had to be replaced again. When the technician installed the new cable box and it didn’t work, he investigated the wiring in the apartment building. After checking the wiring on the roof, this technician identified a wiring problem, not within our building, but within the buildings next to ours. We had to wait another two days for Time Warner to access the adjoining buildings. Eventually this problem seemed resolved. Although we still dealt with unreliable Internet. Two weeks ago, we realized we were missing large blocks of cable channels. At the same time, the Internet started going down for hours at random. In speaking to our neighbors and the restaurant below us, we came to find out that others in our building were having the same issues with cable and Internet from Time Warner. After hours on the phone with Time Warner representatives, a technician finally came to the apartment. This technician again investigated the wiring on the roof and adjoining buildings. His diagnosis was that the wires coming into the building are not providing the bandwidth needed to support cable and Internet. He said he was “surprised that (we) were able to get an Internet connection at all”. It has taken TWO years for someone from Time Warner to finally admit to a problem we noticed all along. We pay 130.00 a month for what is advertised as “reliable cable and Internet service” through Time Warner, and have now come to find out that the cables installed in our building by Time Warner, do not support the services promised by Time Warner. Our case has supposedly been elevated, and passed on to a different department at Time Warner. We now call daily to follow up. On Wednesday, I was told that a technician was scheduled to come to our building, but that the request had been canceled and the technician did not come. They were unable to tell me why. I asked for a time frame for when our issue would be resolved, and again they were unable to give me an answer. As of Thursday afternoon, our cable went out completely; the box will not even turn on. On today’s phone call with Time Warner, I was told that there is a cable outage in our neighborhood, and again there was no estimate on how long it would take to fix. This evening, our Internet went down again, and I spent over an hour on hold waiting to speak to a technician, and finally gave up. Time Warner has been consistently unreliable, and holds a monopoly over apartment dwellers in New York City. What recourse do we have when our building is only wired for one cable company who is incapable of honoring the services they advertise?Desired Settlement: Time Warner needs to honor the quality of service they advertise. As long time customers of Time Warner, we would like them to acknowledge their failure to identify the source of our problem, and effectively fix our cable and Internet service. A billing adjustment needs to be issued to compensate for deficient service.

Business

Response:

Customer is in touch with TWC's Broadband department to address any remaining issues with their High Speed Online (HSO) service.

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:

Hello,

Thank you for getting back to me. Yes, we are still working with TWC. It has now been a month of back and forth, with technicians sent to the apartment building and to our apartment. They have tried to remedy the situation, and while our cable is working, we are still having issues with our internet.

It's been narrowed down to a problem in the building, not our apartment. (Which is initially what we told them was wrong, from our experience dealing with technicians).

We are still waiting to hear how we will be compensated/ reimbursed for the inconsistent service we've received over the last two years. We have not paid our cable bill since we filed our complaint with the Revdex.com, as we are waiting for our service to be up to the level of what is promised by TWC.

I'm a little frustrated by how long this has taken, and to be honest, I don't really feel that TWC cares if they keep us as a customer or not.

My major issue here is that TWC is our ONLY choice for cable/internet in our building. What recourse do we have in this situation? Eventually we will just have to accept subpar internet, as I do not have faith that they will be able to solve the issue in our building.

We are being told that they are "monitoring" our internet connection remotely and that they don't see any problems. So it's really their word against ours at this point.

My boyfriend works from home in the evenings, and just last night the internet cut out three separate times. I will call yet again tomorrow to explain this situation to our representative.

Can you please advise me as to what steps I can take from here?

Thank you,

Sincerely,

Business

Response:

As of 12/**/13 customer was advised to bypass a 3rd party router, TWC awaits confirmation issues addressed as a result.

Review: I contacted Timewarner cable earlier today to make a payment. While confirming my account info, their automated system informed me that I had two accounts (personal & business). I have never applied nor initiated for a business account with Timewarner. After being a customer for nearly a decade a courtesy call or confirmation should have been sent to me. Definitely customer service or security is not a priority. I spoke with a rep by the name of "[redacted]" and requested an investigation into the matter.Desired Settlement: I would like a letter and billing adjustment from Timewarner

Business

Response:

On 3/**/14 [redacted] left a message, voice mail, cell number (at 9:46 AM). She requested a call back.

Review: It was hard to decide what to choose on the "primary nature of the complaint" as so many things went wrong here... I suppose the primary problem here is that I tried TWC out, didn't like them, and switched back to [redacted] I did this within a month, therefore the worry-free guarantee covered this. They think now for some reason that I owe them $46... I got one call about this from them EVER about this over 6 months ago; I told the woman they were mistaken, as I had canceled within 30 days, per their guarantee ("If for any reason you are not satisfied with your Time Warner Cable products and services, call us within 30 days of your installation date. We’ll cancel your service(s) at your request and refund your account—guaranteed."). She got sassy on the phone, and she told me "good luck, you're wrong" and angrily hung up on me. That was the last I ever heard about a debt, and that was over SIX MONTHS AGO. I get a letter this week, sent to my old address ( I haven't lived there in 5 months), passed along by an old roommate, stating they sent the (incorrectly charged) debt to COLLECTIONS! Now I have a collections agency calling me about this nonsense. Worse, it was also false advertising, as their sales rep had characterized their service to be better and cheaper than our current service (I have the entire conversation on my phone, available to a rep that wishes to contact me) and on email. It turned out to be incorrect, and when confronted with this information, the sales rep who sold me on the service suddenly stopped responding. So, we have MULTIPLE issues here- failure to honor money back guarantee, advertisement misrepresenting a service, billing or collection issues (check pretty much every box in that category above), refund/exchange issues!

I would be more than happy to produce evidence- emails, texts and a letter from a collections agency on this matter.Desired Settlement: Cancel the debt collection action you've taken, as the debt is non-existent, and immediately undo any damage done to my credit if a credit agency has been contacted

Business

Response:

On 4/**/14 [redacted] advised customer the account was credited to a zero balance, TWC has updated their records.

Review: I cancelled time warner cable service in november 2013 because I was moving from manhattan to brooklyn, to a neighborhood that time warner does not service.

I was told the account would remain open until I returned the equipment. I mailed the 10 year old modem to the address I was given in december, as it was impossible for me to leave my office and go there in person during business hours. I labelled the package: "equipment/modem return" with the same address I was given to return it to.

Four months later I am suddenly getting statements for a service I have not used for months. I did not receive any invoices over the past 4 months, just an overdue statement which had inccurred several months charges.

I was a customer for over 10 years, and I always paid my bill on time. I think it is disingenuous to continue to charge me for equipment which is so old it is unusable, which I did return, as requested.

Time warner cable are claiming they never received it, and since I did not return it in person, and I have no receipt, it is their word against mine.

I had no feasible reason to keep their equipment, because I was provided with new equipment through my new internet service provider in brooklyn, [redacted].

Thank youDesired Settlement: I would like the charges that have been incurred since november to be removed and for the account to be closed.

Business

Response:

TWC requests that customer return equipment to resolve issue. Once equipment is returned closing balance can be determined.

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 returned the equipment in December of 2013. I have already explained on the phone several times to time warner cable that I retuned the equipment via mail to the address I was given of the payment center on [redacted]. According to time warner cable customer service I was not given the right address for mail returns, therefore the loss of the equipment is their responsibility, not mine. I have been told there would be an investigation into whether the equipment could be retrieved from the address I sent it to. Twice now I was told I would hear back from them, and twice I have heard nothing. I want the balance cleared and the account closed.

[Your Answer Here]

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:

I have one question regarding this matter.

I have a time warner cable modem that was in use by a friend of mine who closed her account while over seas and was unable to return the equipment so she paid the fee and did not return it.

It is much newer than the modem I had which was 10 years old.

If I return this newer modem will that take care of this matter and remove the charges?

I want to reiterate that I did everything I was instructed to do, but that your CSR was in error in giving me the wrong address for returns.

So I do not think It is fair that I pay anything for this loss.

In good faith I am offering to return another lost modem that belongs to TWC.

Thank you

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

Sincerely,

Business

Response:

TWC has removed the modem and all charges which had been held in dispute. TWC appreciates the return of the other modem, however, it will only impact the account with which it is associated.

Review: I recently relocated to the South Carolina area, discontinuing my services in New York. My equipment was returned on May *, 2014, by my neighbor and we have a receipt to show that the equipment was received. The local office was provided with my mailing address in South Carolina, for a final bill to be mailed. As of this date, the only notification I received from Time Warner Cable was a collection notice date May **, 2014. Upon contacting the collection agency, I was advised that I was placed with their office for collection on May **, 2014. That is 10 days after the equipment was returned and the request for a final bill was made. I am not disputing the bill. My issue is that I was placed into collections without any notice from your company. No final bill, no phone call, nothing. I am a single mother who works very hard to support my children without any help and have worked very hard to maintain a positive credit rating. Now because of the actions of your company, I have a hit on my credit report, which is pulling my credit score down. I have contacted several people asking that they remove me from collections, as I had every intention of paying the final bill. If I didnt I would not have provided the new mailing address. When I contacted customer service again, I informed them that I would like the contact information for the legal department and for your corporate office as I was moving forward with filing a complaint with the Revdex.com and the [redacted], as well as the Consumer Protection Board.I moved out of New York in order to provide a better life for my children and to recover from a recent [redacted] and surgery. Your company placing me into collections 10 days after the return of equipment is not only detrimental to my credit worthiness, it is predatory and not conducive to my health.Once again, I am not sure if you are able to assist me, but would appreciate any assistance you may be able to provide.I have been a Time Warner Cable customer for over 9 years. Without customers there would be no company. I have been treated like a second class citizen by your customer service representatives.Desired Settlement: I want to be removed from collections

Business

Response:

A review of the customer's records, as verified through the attached billing statements, indicates the account was in past-due status at the time the account was closed. As a result the prior, unpaid balance remains due. All equipment, with the exception of the remote control, has been returned. A $30.00 fee has been applied for the unreturned remote control. Closing balance $253.49, is due

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 am not disputing the charges, what I am disputing is the fact that I never received a final bill, the bill attached is dated May *, 2014. I asked for my services to be discontinued and the equipment was returned. Time Warner Cable was given a forwarding address to send the final bill. I never received anything, until last week when I received a collection notice that Time Warner Cable placed me into collections on May **, 2014. This is in violation of the fair credit reporting act.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I returned the equipment, I have a receipt to show proof. This company apparently does not know what they are doing. I was never issued a final bill either. They had no right to put me into collections. I am hoping the Revdex.com can assist me with this, however, I am prepared to litigate this matter. I will not have my credit ruined because of this companies ineptness. Thank you

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

Sincerely,

Business

Response:

CUSTOMER WAS ADVISED ACCOUNT WAS PAST DUE PRIOR TO CLOSURE, AS A

RESULT IT WAS REFERRED TO COLLECTIONS. CUSTOMER STATES

EXTREME HEALTH ISSUES PREVENTED HER FROM PAYING SOONER, STATES

SHE INTENDED TO PAY.

CUSTOMER AGREED TO WORK WITH COLLECTIONS TO CLEAR DEBT. I

NOTED, IF POSSIBLE, TWC WILL AMEND OUR RECORDS TO SEE THE ISSUE

DOES NOT NEGATIVELY IMPACT HER CREDIT RATING. CUSTOMER STATES

SHE HAS DOCUMENTATION TO SUPPORT HER EXTENUATING CIRCUMSTANCES

(11:33 AM).

I LEFT A FOLLOW UP MESSAGE, VOICE MAIL, "REACH" NUMBER

###-###-#### (AT 11:37 AM) OFFERING TO TAKE PAYMENT AND FOLLOW

UP INTERNALLY, TO EXPEDITE THE MATTER. I REQUESTED SHE CALL ME

BACK IF SHE WANTED TO WORK WITH ME AS OPPOSED TO COLLECTIONS.

Review: Never in my life have I ever seen such disorganization and disarray from a Fortune 500. Our Business has been with Time Warner Cable for 3 years and since last year, every summer we have been dealing with really bad customer service. This was supposed to be a simple Tech visit to fix our online and credit card service. Since this past Friday we have had ongoing issues with first, our Business phone lines and now all 3 services have been affected. My store is open 7 days a week from 10 am to 9pm; every day since the incident happened, I have lost over 2 grand in sales and still nothing has been resolved. We have been calling asking for appointments and ETA for [redacted]s to arrive. Monday was our first scheduled visit, no one showed up, when we called, customer service stated that either the tech or their dispatcher had rescheduled the appointment for Weds from 1-5pm. Yesterday (weds) came, no one showed up. My [redacted] and I sat on a phone trying to ask for an Eta (estimated time of arrival), everyone was giving us the run around and disconnecting the calls. When my [redacted] called again and a customer service rep named [redacted] stated that the dispatcher held off on our work order (order#[redacted]) and never pushed it through.

I was extremely irritated to find out that again, someone in the inside had rescheduled our appointment for today(Thursday) from 9am-1pm. it is 3:40pm and we have called, put on hold for over an hour, transferred to so many people we have lost track, to find out our appointment has been rescheduled as an all day appointment (9am-7pm), which only means they have our trouble call on hold in their Pool work with No [redacted] assigned to. We have been lied to, given the run around by employees and supervisors. I need someone to rectify this situation. I've pretty much had enough of the nonsense. One of my [redacted] was regional supervisor for [redacted] up until last year and was appalled by the level of ineptitude displayed. Not only did I got treated with such disrespect but the issue hasn't yet to be resolved and my business is losing money every minute of the day since Friday. I have a list of names of people I spoke to and I know everyone that has touched my account since Friday should be pretty much replaced for their lack of good customer Service. The only person that actually was able to help me temporarily was [redacted], which was able to see in his Balancing screen that our connectors were misplaced which led us to losing internet service. I told [redacted] no to cancel our appointment just in case we had any issues when we opened the store this morning, and that's exactly what happened. Time Warner Cable should seriously consider their employees because I can assure you if that's what they call customer service they are going to lose a lot of them. Someone needs to reach out to me as soon as possible. I'm not a knock around kind of guy. I didn't get to where I am in life by being a pushover. I have been trying to get a hold of [redacted] the [redacted] and [redacted] of Media Service, and also [redacted] The [redacted] of Business Services, and no one has been able to provide me with their email address.

Please help me resolve this issue; every minute that passes by, my business loses money. Thank youDesired Settlement: I would Like to get a phone call from [redacted], I want my issue resolved and I want to get compensated for Time Warner wasting my time.

I want Full reimbursement and I am also looking for TWC to compensate me for every single dollar I have lost in the past 5 days.

I can be contacted at [redacted]. I have put in charge of this situation, [redacted] . she will handle this and conference me in once she receives a call from someone calling back to fix this issue.

I dont have the time to be on phone and being transferred to people that will only give me the run around.

Business

Response:

On 6/**/14 a TWC Business Class representative assisted customer and noted recent increase is related to regulatory fee increases.

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]

My complaint has not been resolved. The lack of their work ethic was not professional. The issue kept on going and now we had no choice but to add an extra service Provider ([redacted]) to use a [redacted] line in case this situation happens again. I have yet to hear from the business Rep that took care of our account nor anyone for that matter. I still want my account to get credited for the loss of service for the week. If this does not get resolved, I will have to take this mater to court.

Thanks

?

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

Sincerely,

Business

Response:

On 7/**/14 a letter was sent from TWC's Business Class unit requesting a call back. To date there has been no reply.

Review: I have Bulk tv + SHO for $52.90 billing dt 3/*/14 $52.90 per mo; on the 4/*/14 bl Internet was added now costing $72.00 per month. I do not hv Internet services with Time Warner (never did) cld [redacted] on 4/**/14 advised me it would be removed & to deduct $37.66 which I did. My 5/**/14 bl still incl $37.66. Now my 6/**/14 bill is charging me again for Internet svc (bulk ptv+show+int) $72.00 per mo + $37.66 entire bl is $164.69. again cld Time Warner spoke with 2 reps [redacted] & [redacted] (seems noone has a last Name) & noone knows who [redacted] is. Adv rep [redacted] that I believe it is illegal to bl for svcs not rendered. This same complaint was resolved in May 2013 by [redacted] pf Revdex.com tel ####-###-####. this is the second complaint against this company. I thought in May 2013 this would be the end of illegal billing. Rep [redacted] was very condescending & rudeDesired Settlement: full refund of services not provided and change adding services that customer is not being provided. thank you

Business

Response:

On 6/**/14 customer was advised the rates were negotiated by her building and TWC, her building agreed to the rates. Customer hung 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:

[ in 2013 the internet was removed from my account. However it was added again in 2014 [redacted] of TWC [redacted] removed it from my account told me to take a credit of approx $40.00. Again it was added to my account no new agreement wa signed with the Mgmt od my co-op. I do not have TWC for my internet service & nver hv had it in the 17 yrs I hv loved here. I should not hv to pay for a service which I hv no use for. The ad on television clms they are honest & dont chg for whay isnt needed. seems it is untrue. pls rmv the internet chgs on my bill.

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

Sincerely,

Business

Response:

Due to the deep discount provided customer's rates would increase should she choose to opt out of the Bulk arrangement, there is no credit due as services are lumped in the package, TWC cannot list an itemized amount for the dispute service.

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]this is not acceptable. The chgs had bn removed for over one year then added again. as per [redacted] I was advised to take the credit of $11.00 per month & onternet would be removed. I am not using TWC internet services. the 2013 with the mgmt stated only where appropriate. this is illegal how many people are paying for this svce. Perhaps TWC should pay attention to their TV ads where they say how honest they are. not true.

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

Sincerely,

Review: Since October 2011, I have been charged for two set top boxes, while I have always had only one.

HD Set-Top Box 11.25

Set-Top Box 11.25

At one point, I questioned this charge during a bill review with an agent over the phone and was told that this was just a charge for high definition (HD). I accepted this explanation at the time. On September **, 2014, I went into the TWC office at [redacted] in Manhattan and said I wanted to drop the HD package and just pay the $11.25 for the box once. It was at that time that I was told I have been being charged for two boxes. This means that for 36 months, I have been overcharged an extra $11.25 per month, or $405 in total. I have since spoken with three separate clerks who have all agreed that I was being charged for two separate boxes even though I have only ever had one. The second box charge has been dropped from my account so the problem is corrected going forward. TimeWarner has also agreed to issue a credit for 6 months (April - September 2014) of the overcharge as of September **, 2014, in the amount of $67.50. However, I have still paid an additional 30 months (October 2011 - March 2014) of $11.25 monthly overcharge. This amounts to $337.50 of overpayment which I would like to be reimbursed for, especially given that a TimeWarner employee misled me early on regarding what the additional $11.25 charge was for.Desired Settlement: Refund or credit in the amount of $337.50.

Business

Response:

On 9/**/14 a CSR reviewed the billing and account with customer, in detail. A credit of $67.50 was issued for the errors noted by the customer.

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]

This is true that a credit for 6 months of erroneous billing was issued. However, there still remain 30 months of erroneous billing for which I am requesting a credit. At the time of accepting the partial credit for six months, I knew I would not be able to get further with the agent on the telephone. I did not indicate that the 6 month credit fully satisfied my request, as I was paying for a service that I did not receive for 36 months and the company was dishonest about what I was being billed for when I asked previously.

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:

I was not told that acceptance of the partial credit meant Time Warner felt I could not proceed with the matter further. It s abhorrent business practice that Time Warner would bill a customer and collect payment for 3 years for a service not provided and present dishonestly what the billing is for when questioned. This customer service and business practice is unacceptable and despicable. I intend to cancel all of my services with Time Warner at my earliest possible convenience and set up new services with a more reputable provider.

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

Sincerely,

Business

Response:

TWC regrets any confusion, however, the issuance of credit done with the understanding the matter is resolved. TWC is not stating there was not a misunderstanding and is not stating the customer is in error, howver, TWC considers the matter resolved based on the processing of the credit.

Review: My name is [redacted] of [redacted]. previously located at [redacted] and as of July [redacted],2014 located at [redacted], on May [redacted] 2014 I called Time Warner Business Class Office to have my service and main office number transfer to my new to my new location. I ended up having a Contract number for the transfer as well as a Reference number to the order, however on July [redacted] I move my business to my new location [redacted] nobody from Time Warner show up at my new place. I called the representative who wrote up the contract for the transfer of my business account [redacted] at [redacted] in [redacted] ###-###-#### and she reassure me that someone would be at my new location within the next 24 hours, that time came and went and nobody show up. On July [redacted], I called the main Business Class office and spoke to somebody named [redacted] and asked what was going on with my transfer order and she transferred me to a gentlemen named [redacted] in [redacted] ####-###-####, representative of Legal Department and he told me that someone had called them saying they were [redacted], [redacted] of [redacted]. and asked for my account to be transferred to their business in Long Island City, Queens, New York. I have spent the past two days proving to [redacted] of Time Warner Cable Business Class that I am [redacted] ([redacted] of [redacted].) in Brooklyn, NY. I emailed [redacted] proof of [redacted]ship of my business of [redacted]., I also sent him a W-9 form and my driver's license and my business cards. On Tuesday, July [redacted], 2014, [redacted] emailed me letting me know that I have shown enough proof that I am the [redacted] of my business and asked for me to call [redacted] in [redacted] to have my order put through. Unfortunately, as of this morning, July [redacted], 2014, I spoke to [redacted] to ask for my service to be restored at my new location and [redacted] basically mocked me and insulted me telling me that I have no right to ask for my service at my new location. She hung up on me three times and kept putting me through her managers, which are all on vacation until the end of next week. At this point, I have been without telephone service, Internet and Wi-Fi at my new location all because Time Warner Cable Business Class made the mistake of giving my service to someone who posed as [redacted] without checking any credible information or proof of identity. I am losing my business by the second and have three employees and a family who depend on me and my business. I am conducting business out of my cell phone without being able to fax, email or take any credit card payments. I have been in this business for over 20 years, I am a supplier of lighting and rental equipment for the film industry in the Tri-State area. I have hired an attorney to take legal action against Time Warner Cable for not having the decency to even admitting for their horrible mistake. I don't know how long can I go without any phone service, I am losing business by the second, [redacted]. serves the Film and Production industry in NYC I have been in business for over 20 years and took 15 days for time Warner Cable Company to destroy what I have work so hard for.

As of today July **, 2014 there is still no service at my business. I have had a horrible experience of speaking with about three dozens of Time Warner Business Class employees and it seems that nobody cannot explain to me at Time Warner Cable , how can someone take over my business account with my name still attach to it and have my business phone lines re-routed to and unknown individual cell phone and have my business account transfer to a new address without my knowledge . Time Warner Cable Business Class has been very short coming about accepting responsibility for allowing my identity and my personal information to be given away so easily by one of their [redacted] at their [redacted] Office. I contacted Time Warner Cable Business class senior technical support to ask for my business number to be re-routed to my cell phone and to my amazement it could not be done. I have spent close to 200 hours trying to find a solution to this horrible situation, I will be looking into filing a lawsuit against Time Warner Cable Business for the loss of my business and the pain and suffering I have endure since July *, 2014 without getting nowhere.

I would like for you to post my story on your newspaper, I will be emailing this story to the [redacted], [redacted] and [redacted] and anyone who is willing to tell my story. I have been a customer of Time Warner Cable for over 17 years at my home service. I cannot believe that a corporation like Time Warner Cable can allow someone to steal my personal information and do nothing about it. I can provide you with documents of my service request and all of the emails of the conversations with the individuals above. I can also provide you with the proof of [redacted]ship of my business. Hope somebody can help me!!

[redacted]. [redacted] ###-###-####

###-###-####Desired Settlement: Time Warner Cable allowed two individuals to be added into my account without my knowledge and allow these individuals to my business phone service transfer to somewhere in Queens NY. I have been without any phone, internet or Wi-Fi service at my office for 16 days, I was able to prove that I was the sole [redacted] of my company and still nothing has been done. I am working out of my cell phone, I am loosing my business by the second. "please help me". Time Warner Cable never reported theses individuals to the authorities even though they had their names and addresses..

Business

Response:

Customer is in contact with TWC's Business Class unit, on 7/** their phone services were ported to [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: My last option was to have my account transfer to [redacted], however 20 days with no service at my office and not having anyone from Time Warner help me or accepting responsibility for allowing my personal information to be given away so easily. Adding to all of that I still have a 700 hundred Time Warner bill coming my way due to their mistake of having my account transfer to unknown individuals. Is beyond my understanding.

Thanks

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

Sincerely,

<

Business

Response:

TWC's position has not changed.

9/**/14:

Good Morning,

We are again considering this matter resolved. I’ve called and spoken with [redacted] He asked for the reason for my call, to which I responded informing him that I was calling regarding his contact with the Revdex.com. I advised that I must reaffirm our stance that the issue is beyond TWC’s control. I’ve explained that the phone number in question was ported to [redacted] earlier this year and that all required verification was completed by [redacted] and TWC to port the number. [redacted] insists that we gave his business away. He claimed “The deal is done. There’s nothing else to discuss!” before disconnecting the call.

Please let me know if there are any questions.

Thank you.

[redacted]Executive Resolution

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:

All I ever I asked Time Warner Cable is to provide me with the paperwork, proof of the documents to show my attorney so I can legally go after the individuals who stole my identity, since Time Warner Cable allow this to happen than they should be more than forthcoming to provide me with what I asked for. Time Warner never made an attempt to help me in any way whatsoever all they did was mock me and refuse to provide me with the paperwork, even after I proof to them I own the company. All I want is all of the proof so I can go after these people legally.

Please provide me with the proof

Thank You

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

Sincerely,

Review: In October of this year I ordered internet and internet phone services for my TWC cable account, wanting to try them on a trial basis. I was emphatic placing the order that I did NOT want my existing [redacted] phone number ported. A day after placing the order with TWC my [redacted] line went dead; [redacted] told me someone - they couldn't tell whom - initiated a port against it. I hadn't received the TWC equipment yet - in fact they never delivered it as promised, I had to go to their store finally to pick it up - so I had to have [redacted] give me a new line to restore my phone and internet. Once I got the TWC equipment it was clear they had assigned a new number to my internet phone - they had not even ported the old number. My former [redacted] number, which I want assigned to the TWC service at this point, is lost. I am caught between TWC, who say [redacted] has to activate the number for them to complete the port, and [redacted], who say the number is no longer in their system. Two different TWC agents have promised to call me back with results from their phone department and never did. I have no idea what if anything they're doing to resolve this issue.Desired Settlement: Complete the port of my former [redacted] number to the TWC internet phone.

Business

Response:

PROVISIONED MODEM//TEST CALL WITH SUB @ [redacted] WAS SUCCESSFUL....[redacted]....SPOKE WITH CUSTOMER WHO CONFIRMED PHONE SERVICES ARE WKG TO HIS SATISFACTION AFTER PORT WAS DONE, HE IS SATISFFIED AND CONSIDERS THIS MATTER CLOSED.

Review: TO WHOM IT MAY CONCERN:

MY NAME IS [redacted], I WOULD LIKE TO FILE A COMPLAINT AGAINST TIMEWARNER CABLE. MY ACCOUNT# IS [redacted] . I STARTED SERVICE ON 11/*/14 AND I CANCELLED IT ON 11[redacted]/14. AFTER A FEW WEEKS LATER, I CALLED TWC REGARDING MY BILL, I WAS TOLD I NEED TO WAIT UNTL A FINAL BILL IS GENERATED. ON DECEMBER **,2014, I RECEIVED A NOTICE /BILL FOR $115.61 FROM A COLLECTION AGENCY CALL ([redacted] FILE# [redacted]). I CALL TIME WARNER, AND SPOKE TO A [redacted] REP ID# [redacted] ABOUT MY BILL ,AND NOTICE I RECEIVED, SHE CANNOT EXPLAIN WHY, AND WAS VERY RUDE + DID NOT REVIEW THE NOTES BEFORE GIVING ME AN ANSWER. ALSO, I DID ASKED TO SPEAK TO A SUPERVISOR SAME RESULTS. ALSO, AS I MENTIONED TO THE REPS, THAT TIMEWARNER HAS A 30 DAY MONEY BACK Guarantee. AS I WAS PROMISE WHEN I TOOK TWC SERVICES. PLEASE LOOK INTO THIS MATTER FOR ME .

THANKS.

[redacted]Desired Settlement: I WOULD LIKE MY BILL TO ZERO AND REMOVED FROM COLLECTION AND EXPLAIN WHY THE ACCOUNT WAS SENT TO COLLECTION.

Business

Response:

12/**/14 I CALLED CUSTOMER TO ADDRESS HIS BILLING CONCERNS FILED WITH THE Revdex.com L/M ON HIS VOICE MAIL ADVISING HIM THAT HIS REFUND (MONEY BACK GUARANTEE) WAS PROCESSED ON 12/** AND HE WOULD RECEIVE IT IN 4-6 WEEKS ALSO LEFT MY CONTACT INFORMATION..... TWC CONSIDERS THIS MATTER RESOLVED....