Time Warner Cable's New York City Region

Review: I upgraded my service from standard 15mbps to 100mbps service when I was upgrading the total monthly price when I was checking out was showing $30/ month. But when the service started it changed its now 59.95$. I have the screenshot when I was signing up for service for checkout page.Secondly I am only getting the download speed of 25mbps and upload of 3.25mbpsI can be reached at ###-###-####Order # *xxx-xx-xxxxDesired Settlement: My service of 100mbps should be as of mentioned on checkout i.e. $30/ month for 12 months.

Business

Response:

On 5/**/14 [redacted] apologized, confirmed services working and $59.95 monthly rate.

Review: I just got a bill for over $1300 dollars from TWC. I had had Signature Service last year, which was supposed to provide better customer service and better services such as internet connections, but cancelled it because it did nothing for us. There was no difference in services. I didn't have a bill the next month and then the next, I called to inquire to this and was told that I had overpaid because we had canceled the signature service but was still being charged for it, I had a cable charge in March and then again in July, both of which I paid in full. When ever I called for a balance in between those months, I was told that I had none. Now I have been issued this parody of a bill. If I had not paid to the amount stated on this bill, I would have been cut from their services long ago. This feels tantamount to extortion.Desired Settlement: I believe they billed me for their Signature Service after I canceled it. I want this retracted. If they did indeed fail to bill me for regular cable/phone/internet service through these months, I would be more than happy to work out a payment plan to cover those services. But I am not willing to pay an extraordinary amount each month as it was their fault and not my own.

Business

Response:

On 8/*/13 [redacted], a representative in TWC's Signature Home division, left a message confirming the account has been closed and corrected, credits totaling $1,360.89 have been issued.

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. That the account has been closed and corrected, credits totaling $1,360.89 have been issued.

Sincerely,

Review: When I moved to a new apartment, I had my Time Warner service transferred. At that time, the technician exchanged my cable box and modem for upgraded equipment. I paid a transfer fee and my account is in good standing.

A few weeks ago, I received a bill from a collections agency stating I owed $150. I contacted TWC and was informed it was for a modem I had not returned. They require proof that I don't have the modem but I was not given a receipt from the technician. I was never sent any bill of this outstanding balance - it was sent directly to collections with no attempt to bill me first. Now I am being harassed by collections over this, and I am concerned it will impact my credit. I have spent 3 hours on the phone with TWC and they refuse to acknowledge any error and simply transfer me from department to department. I am assured that I will receive calls back but I have spoken with 3 different individuals and don't hear anything from TWC, only calls from collections.

I think this is deeply unethical and I do not want to pay money for equipment that I do not have.Desired Settlement: I want this taken out of collections and I want TWC to acknowledge that I do not owe money for equipment that the technician took with him when he installed my cable/internet at my new apartment.

Business

Response:

As a onetime courtesy the equipment has been removed from the account and placed into lost status; the

collection agency has been notified and they have updated their records. A withdrawal letter was sent.

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: Our business, [redacted], [redacted].was located at [redacted] for over 36 years. However our building was sold earlier this year and we received Lease Termination notice from our landlord requesting that we leave our premises.

We had no option and were forced to move out. At the time we had an agreement with Time Warner Cable for TV, Internet, and landline phone service.

When we were forced to move out we requested cancellation of Time Warner service and our agreement.

Time Warner's representative April A[redacted] requested payment or the entire 36 months term ( which we were not aware about) for over $6,000.00 or immediate payment for 50% of this amount.

This is absolutely unacceptable and shows total ignorance and unbuisnesslike approach to the issue.

There are further circumstances which Time Warner has ignored even to consider:

1. Our lease was terminated by Landlord and it was beyond our control.

2. The new location we moved into had already cable TV, internet, and phone service set up and could not be cancelled.

3. 36 months agreement was illegally extracted with a small print and we never were aware of 36 months agreement which we would not sign under any circumstances. We though that we are signing 1 year agreement.

4. Normal business practices are 1 and 2 year agreement, not 3 year agreement.

5. There was not added cost to Time Warner as service was extended as renewal - no new equipment, no installation or connection services needed or performed.

6. Time Warner service was extremely unsatisfactory as TV, Internet, and phone service were dropped on daily basis forcing us to call practically every day and spending countless time on the phone trying to get service restored. This resulted in thousands of dollars lost due in business revenue due to missed phone calls, lost orders, as fax and email were also not working at all times and finally TV service was also often off preventing us to maintain our market trading which has also caused losses in our portfolios.Desired Settlement: 1. Cancellation and full refund of all cancellation charges and fees.

2. The account balance must be set at zero.

3. Compensation for time spend on the phone trying to restore service and business losses due to missed orders and trading losses.

Business

Response:

Good Afternoon, This issue is now resolved. Acct: [redacted]

[redacted] Acct #: [redacted] Customer contact was made with [redacted]. Opportunity [redacted]has been submitted to complete the disconnect request. We scheduled anequipment pickup on the account for next Wednesday between 1-5pm per customersrequest. Best Regards, Carlos P[redacted] Executive Resolution Team | East Region

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: I called TWC to adjust my promotion and was offered a promotion of $99.99 which included all fees and was advised that my bill for the next year until April 2016 would be at $99.99 plus taxes. On April [redacted] 2015 I received a notice that my promotion was going to expire after they confirmed it will not expire until April 2016 as I spoke to them originally in March. When I called on April [redacted] 2015 to complain they advised they could not offer me the 99.99 without adding any fees to my account for modem and DVR etc. When I explained that that was not the information provided they simply said this is what it is and the bill will be $122.22 plus taxes.Desired Settlement: I would like to be offered the promotion I was offered when I originally called of $99.99 plus taxes no other fees for one year until April 2016.

Business

Response:

I confirmed with [redacted] that we have no notations indicating that she was offered a $99.99 rate for all her services tax included. I noted her account was receiving "Step Stone" discounts. Since she's had promotions previously and they have expired. The Step Stone discounts are not as steep a discount as an initial promotional rate, but they do provide some discount before services are again billed at the regular retail rates. [redacted] stated she had a letter advising of special promotional rates being offered to her. However, when I asked her to provide it for my review, she advised she no longer had the letter. We are not offering a $99.99 rate in response to this matter.

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:

They have no record of the conversation, basically to them it did not happen and they cannot do anything for me. The letter of them increasing my rate has absolutely nothing to do with my complaint, they obviously sent it to me if I am complaining that they increased my rate after I called and they advised that I would receive a promotional rate of $99.99 no additional fees. Considering the location I live in I have no other choice to use TWC it doesn't matter to them and they will not be helpful because no matter what I have to pay and they will get my money regardless.

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

Sincerely,

Business

Response:

TWC is providing discounted rates and cannot provide introductoty rates "for life." Absent any documentation TWC cannot assist further.

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:

This will never be resolved until I am given what was advised during phone conversation.

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

Sincerely,

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: This is the last correspondence that I had with Time Warner, to no avail. The bottom line is I was promised a 2 in 1 laptop valued at $450 for upgrading my service with Time Warner. I informed them call taker that if I was not eligible for the laptop, I did NOT want the upgrade. I was ASSURED that I was entitled to the laptop. The upgrade was major, and required technicians to spend hours in my home. Several supervisors over the course of weeks ADMITTED that the call taker had promised me the laptop (after playback of my initial conversation. I was told flat out by "[redacted]" (see below) I am not eligible for the laptop, end of story (even after she reviewed the entire case and admitted that I was promised the laptop). I have voice recordings of conversations with Time Warner. Several months have elapsed on this matter, as I have had to deal with numerous personal issues and could not address this matter. I would also like to add that I can not just show my displeasure by going to another cable utility, as none are available in my area. Thank you.

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On July[redacted] of this year at [redacted] my wife called Time Warner at ###-###-#### and spoke to a

woman called "[redacted]".

My wife called and asked how much the package entitled "best triple with extreme" which included

preferred TV, extreme internet, and home phone national. She was advised that the entire package,

after ALL taxes AND fees would be $169.99. My wife asked if we were eligible for the [redacted] 2 in 1

tablet, and she was assured that we were eligible. My wife then asked me to speak with [redacted]. I

asked her how much the package was per month including everything, and she stated $169.99 INCLUDING

taxes and fees. I asked her if we were eligible for the [redacted] 2 in 1 tablet, and she assured me that

we were. I asked [redacted] to make sure, AS I MADE IT PERFECTLY CLEAR to her that I did not want to

upgrade if I was not eligible for the tablet. She assured me that I was eligible. I then asked her

if there were no more [redacted]s available, what would happen. She stated "there are more than enough of

those to go around", and then advised me the procedure of how to redeem the [redacted], that a postcard

would be mailed to me with a code after 30 days after installation. I then asked her "I am eligible

for the [redacted], and will pay $169.99 for the best triple with extreme pack", and she replied

"absolutely". I agreed to the terms and arranged to have this package installed. Let me just tell

you there was a lot involved in making this decision. I had to have my home alarm company come to

change my alarm from analog to cellular, where I lost a day of work, and also lost a day of work for

the installation from Time Warner.

On [redacted] July [redacted] the installation was completed. There was refuse left behind in all three

rooms where work was performed (at the time of the installation I left a favorable review of the

installation, as the installers were nice, however, I took pictures of all the twist ties left all

over three rooms, which were hazardous to my pets).

On July [redacted] 2014 my wife reviewed our bill online and found that we owed Time Warner 301$. She

spoke with [redacted] at the local [redacted] office, who stated that our Best Triple Play with Extreme

costs $212 per month. He also stated that we were not eligible for the [redacted] 2 in 1 tablet. [redacted] was very helpful to my wife, and waived the installation fees which we were never notified by

[redacted]. However, the $212 per month needed to be addressed so [redacted] put my wife on the phone with

a supervisor named [redacted], who was also helpful, but would only lower our monthly bill to $176 per

month. [redacted] said "I don’t know how [redacted] gave you that figure of $169.99"

This is completely unacceptable. A representative of your company advises us on NUMEROUS occasions

that we would pay $169.99 per month, and it turns out to be $212 per month, AND we are not eligible

for the tablet? We gave her NUMEROUS opportunities to check with someone from Time Warner to verify

these figures, and because [redacted] does not know what she is talking about, costs me $40 more per

month, and WE DO NOT RECEIVE THE TABLET, which is the REASON for upgrading in the first place?

7/**/2014 [redacted] ###-###-#### I explain the ENTIRE situation with him. [redacted] stated that

his supervisor will review [redacted]'s conversation from 7/*. I was advised that If I did not hear back

from Time Warner within 5 business day's, to call back. "[redacted]" assured my that if what I said was

true pertaining to mt original contact with "[redacted]", Time Warner would honor her promise.

08/**/2014 [redacted] hrs. Customer service representative "[redacted]" is advised of my status, and what was

ASSURED to me by "[redacted]" on 07/**/2014 at [redacted] hrs, that the original conversation between myself,

my wife on 07/**/2014 with "[redacted]" would be reviewed by a supervisor, and, if "[redacted]'s" promises

were true, that Time Warner would HONOR said promises.

08/**/2014 (minutes later) "[redacted]" puts me through to her supervisor "[redacted]". I advise "[redacted]"

the above information. and that I was expecting a call back for the outcome of "[redacted]"

supervisor. "[redacted]" responds COLDLY that she could in fact lower the quoted bill by "[redacted]" by

$7.00 per month. I advised her that I also wished to receive the [redacted] tablet, and she bluntly sated

"You are not eligible". "[redacted]" would not provide any further supervisor information for me to

speak with. I advised that I would call the coorperate office if she would not give me a supervisor

to talk to. She advised me "that is your option".

In closing, MY WIFE AND I MADE IT PERFECTLY CLEAR that we did not wish to upgrade UNLESS we

received the $169.99 per month INCLUDING ALL TAXES AND FEES (listen to the recording) AND the 2 -

for - 1 [redacted] laptop/tablet, we REPEATEDLY asked her if we were eligible and she assured us we were

(listen to recording).Desired Settlement: I want either a comparable laptop that I was promised, or I want the value of same (at the time of the offer, not what it is valued at today) removed from my bill (I believe it was $450).

Business

Response:

TWC is unable to locate any account information, based on the information in the complaint. TWC requests customer provide account number and home address for further follow up.

Consumer

Response:

Account # [redacted]Service Address [redacted]My local Time Warner is in [redacted], however from what I have been advised by the Time Warner call takers, I was speaking with the [redacted] offices. The phone numbers that I had been advised to call had ([redacted]) area code.Thank you for the fast response.

Business

Response:

TWC's position has not changed, the offer of $150.00 still remains open.

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 speechless. Thank you for your help Revdex.com, I have since discovered that another cable utility company is available in my area, and will pursue that avenue. I will also file a complaint with the [redacted] Attorney General and [redacted].

[redacted]

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

Sincerely,

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 got a call from Time Warner Sales Rep named [redacted] to install the service and I got the service installed on Aug**,2014 and she offered me a price of $92.99 for Bundling up three service - TV, Internet & Phone . However, I rec'd two bills for $250.00 each on Sept **,2014. I called the customer service and mentioned that I rec'd two bills instead of one and both are twice the price I was offered then the rep mentioned my account wasnt set up properly - it was never bundled up so he said he would made the neccessary corrections and my new bill would be $148.99 effective today(sept**,2014). I asked him what about the original price given to me which was $92.99 for the bundle . he said Time Warner never had that price on the list and suggested me to talk to the sales rep in order to correct the price of package. then I said ok to $148.99 but again the price was never updated on account and I called Time Warner almost everyday for atleast a and half month and all the reps were extremely rude and kept passing my calls from one to another department. no one helped me and so I decided to discontinue the service the second week of the second month. the service was disconnected and even then Time Warner billed me for the third month. I returned the device and asked them if I need to take care of anything else. the person at the store said "you are all set" so, I believed everything is clear. after calling Time Warner Almost everyday for past two and half month , when reps were not listening to my problem and hanging up on me caused me alot of stress and I have been to a hospital for that. it caused me stress and anxiety . so I stopped contacting Time Warner. and now I rec'd a letter from a collection agency wherein they are asking me pay the balance on the account . I have already paid $143 for the first month of ther service and I believe I only owe $75 more dollars to them whereas they are asking me to pay $270.00 which is certainly incorrect amount. due to extremely poor customer service, I would never recommend them to any close friend and relative.

Business

Response:

1/*/15SPOKE WITH CUSTOMER WHO ADVISED ME SHE REQUESTED HER SERVICES TERMINATED WITH TWC IN OCTOBER, EQUIPMENT WAS RETURNED 11/** AS A COURTESY DELIQ AMOUNT TOTLAING $270.97 WAS REMOVED FROM HER ACCOUNT, SHE WAS ADVISED IT MAKE ONE WEEK OR TWO FOR COLLECTION CALLS TOSTOP, SHE IS SATISFIED AND CONSIDERS THIS MATTER RESOLVED......[redacted] TWC

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: 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....

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: 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: 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: 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: 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: 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: 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 **: