Time Warner Cable's New York City Region

Review: I have had TWC for less than 5 hours. We had our technicians come and install our service today. Only to find out that the Cable DVR HD box that was installed had its HDMI port "disabled". He did not have a replacement. Our technician also advised that we can call and schedule an appointment to have a replacement cable box delivered. I chatted with a rep and they told me to go to the store.

As well as not receiving the HBO/Cinemax/Showtime for free for the first 3 months.Desired Settlement: I would just like a refund for all services provided. Would like to cancel everything but the internet.

Business

Response:

3/**/14 I SPOKE WITH THE CUSTOMER IN RESPONSE TO Revdex.com COMPLAINT & SHE

CONFIRMED WITH ME THAT SHE EXCHANGED THE CONVERTER & HER DIGITAL

CABLE SERVICES ARE WORKING TO HER SATISFACTION. IN NADDITION, I

OFFERED TO APPLY A COURTESY CREDIT OF $32.94 (INTALL + DVR) TO

HER ACCOUNT. SHE ACCEPTED, MATTER RESOLVED..[redacted]

Review: Moved to a new home in May 2013. Had a credit of $62.58 left over in our cable account from our previous home. Called TimeWarner about 5-6 times to receive a refund check. Every single time I call, they promise that the check will go out in no more than 10 days. It has been almost 9 months and I still have not received the refund check. There is always a lame excuse every time I call as to why check has not been sent out.Desired Settlement: Refund immediately.

Business

Response:

A refund is now being processed and will be sent as soon as possible. TWC regrets the delay.

Review: I called TWC in February 2014 in order to change my cable services. It was at that time that I opted to stay with [redacted] Internet service because there was no modem charge for their modem. It appears that there was a policy change in April, that I was not notified of in any way, and that TWC decided to beginning to charge the needless rental charge for a modem of $5.99.

I called today to have a refund placed on my account for the un-authorized rental fees of $35.94.

I spoke to [redacted] Agent ID [redacted], who was not helpful in anyway, and insistent that I was notified that they changed their policy. I informed [redacted] that just adding items to my bill was not means of notification; [redacted] insisted that it was notification enough.

I have changed my service today, and will be returning my modem as of Tuesday when my new modem arrives – in order to avoid any rental fees.

Please advise when I should expect a credit on my invoice for the amount of $35.94

Thanks

Robert North

Account Number

[redacted]Desired Settlement: I called TWC in February 2014 in order to change my cable services. It was at that time that I opted to stay with [redacted] Internet service because there was no modem charge for their modem. It appears that there was a policy change in April, that I was not notified of in any way, and that TWC decided to beginning to charge the needless rental charge for a modem of $5.99.

I called today to have a refund placed on my account for the un-authorized rental fees of $35.94.

I spoke to [redacted] Agent ID [redacted], who was not helpful in anyway, and insistent that I was notified that they changed their policy. I informed [redacted] that just adding items to my bill was not means of notification; [redacted] insisted that it was notification enough.

I have changed my service today, and will be returning my modem as of Tuesday when my new modem arrives – in order to avoid any rental fees.

Please advise when I should expect a credit on my invoice for the amount of $35.94

Thanks [redacted] Account Number

Business

Response:

TWC has apologized, issued a credit of $21.60 for the billing difficulties and has lowered the rates to $34.99 for one year.

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 credit is not for model rental. This is for pricing adjustment for your advertised rate of 19.99 and the reat you bill me for which is 21.95.

This just shows that TWC didnt even take time to read my complaint, or even think before responding. You can see why to get action with this company you have to go via the Revdex.com.

TWC please read complaint and respond accordingly.

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

Sincerely,

Business

Response:

Credsits issued by a CSR more than compensate for any difficulty. On 8/*/14 customer advised CSR of acceptance of rates and understanding. TWC considers the matter closed based on the current rates being offered.

Review: I signed up for a TimeWarner cable package in mid-June. Over the phone, the representative walked me through which components (cable, internet, TV) that I wanted, and set up an installation date. A few days later, the serviceman came to install my equipment, and after about an hour, everything was good to go. Neither of these interactions featured Time Warner discussing the specifics of my contract with them, but everything was available online for my review.

Several days into my service, I noticed that the "Guide" button and functionality on my TV service did not appear to be working. I chatted with a TWC representative, who informed me that he would be happy to add guide access to my subscription for an additional $3/month. I cannot find mention of this charge anywhere in their advertised package deals or subscription contract, and find it heinous that Time Warner would try to bait an switch customers like this. If I had known about this additional charge in my initial search for cable providers, I may have decided to seek service from another provider.Desired Settlement: I would like to receive complimentary guide access on my Time Warner subscription for the length of the time that I am a subscriber to their services.

Business

Response:

As a courtesy, since the customer was not properly informed TWC is issuing monthly credits of $3.00 per month to offset the fees for the guide, for 12 months. Customer has 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:

After speaking with [redacted] at TWC, she assured me that I would receive access to the guide for 12 months, and that each month on my bill, the charge for the guide would appear, alongside a credit to offset the charge. I just received my July statement, and I was charged for the guide, but there is no credit to offset this charge.

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

Sincerely,

Business

Response:

The first of twelve $3.00 monthly credits appears on the statement of August *, 2014 as agreed. Customer will see eleven more $3.00 credits, one per month, as promised.

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: Times Warner Inc. Non-existing TWC Services, useless tech supports, empty promises, unauthorized change of records. After calling TWC every each day for over 2 weeks, I had still no Internet, TV and phone service. Every agent came up with a different solution, reading the wrong passages from a book. Technician did not show up, 2 boxes were not picked up. Upon canceling services they promised ([redacted]) to keep my phone no. active, so I could transfer it to another company. [redacted] informed me, that they inactivated the number (###-###-####) and refused to let them transfer the same. That ph. no. was already transferred to them.When I called they transferred me to a tape. Of course no-one ever got back to me on this.On 5/*/2013 my Internet service was terminated suddenly.I kept calling tech support and every each person came up with a different solution. None of the suggestions could solve my problem. I just could not get connected to the net. All wire connections were checked, and my computer and worked well.I also had problems with my 2nd TV picture, it was gone and did not want to come back, and tech support claimed to send a signal and we got disconnected, even if I called from a different line. I canceled my 2nd TV service and after a while both TV services and my telephone line stopped to work. Now from 6**2013 no services were provided by TWC. I called several times, they could not fix it, finally I got a verification No. for a next day technicians visit. The the person was a no show.When I called again the same day, on 6/** the agent could not come up with any explanation. No one canceled, and no one showed up. I wanted help as it was promised. I requested to talk to a person in charge. It was not easy to convince this agent, but finally I got a man by the name of [redacted]!While on the phone he changed all information regarding my services and claimed all services were reactivated and that the technician was scheduled for the next day. It was another big lie. Pls help!Desired Settlement: For this kind of money I 've been paying for basic service! and worst customer svc. ever, including forging records and no service - at least I want to keep my ph. No. ###-###-####. They asked me, they promised me to let me transfer the same, and broke the promise. Please help me to keep my phone number.Also, you may want to follow customer's reviews how expensive and bad are TWC services.Thanks for your attention to this matter[redacted]

Business

Response:

Customer closed account on 7/**, must return equioment. $25.00 credit issued for appointment issues.

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 TV/internet/phone was not working for weeks, when TWC tech picked up the second set of TWC boxes (2) on June [redacted] 2013, I did not get any receipt. They promised to send a technician on the [redacted] to repair the first equipment (2 boxes). No one showed up. By the time they promised to take the first set on June [redacted], again no one showed up. that day.

That was the second empty promise, that I found truly unprofessional.

I don't know what receipts they want and why, if they just don't give one ( the company's policy is that the customer must sign for the boxes, but when those boxes are returned, the technician just take them. Time Warner still charged me for non-existing service over 300 dollars. (described in my previous correspondence and fax copies.

I do not accept TWC bills for no service and if there is no service, they have no ground to demand any money, i.s. payment. They can feel free to take thir remaining

2 boxes, but this time I request a receipt.

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

Sincerely,

Business

Response:

Upon further review TWC's position remains unchanged, we regret the customer's dissatisfaction.

Review: On June [redacted], 2014, I contacted Time warner Cable to request internet and cable services. The customer service representative made it seem that if I wouldn't take cable+ internet +phone + home security, I would be paying more for just the first two services. After several minutes explaining all the different offers, it was decided that I would take the all four services with the agreement that in 30 days if I wasn't satisfy I could disconnect it, since I was a new customer. They installed the services on June [redacted], 2014. Within one day of the installation I started experiencing internet issues and the home system was not working. After several attempts the internet started working but the home security system was not. On June **, I received my first bill with a due date for June [redacted] 2014 for the amount of 597. The agreeable price was 120 plus tax and equipment charge for all 4 services and free installation. I called them and right away they realized that they over charged me, They gave me a some refund but fail to take the taxes off of the amount because they can only do it on the next business cycle. I then told them that I wasn't satisfy with their services because I had an outrageous bill and the services were very inefficient. I asked them to disconnect the phone and home system and just leave the cable and internet access. They said that they were going to charge me 298 for the early termination of the home security. I explained to them that the customer service representative told me that "try it for 30 days and if it you are not satisfy to disconnect it." The customer service representative told me that it was only 3 days to try it that they don't have 30 days. I explained to them that since the day they installed the services it has not been working and that I only had the service for 11 days and they were giving me too much problems. The customer service offered to send a technician to the house and give me 40 dollars off from the current bill. I told the representative that I can not take off work for that and that I didn't feel satisfy with the home security system service, that I did not want to be paying for something that wasn't even working in the first place. I also told the customer service representative that they never mentioned an early termination fee when they offered the service for the first time. I also told them since they record all the conversation to go back to the tape and they would see that they offered the 30 days and never mentioned any early termination fee. Even the technician that came to the house said that I can try it for 30 days and if not satisfy disconnected.Desired Settlement: I would like the early termination fee of 298 to be remove since they never mentioned any early termination when they offered the service and to be refunded for the extra taxes charged to my account due to the mistake they made with the first billing.

Business

Response:

On 7/*/14 a TWC representative reviewed the account in detail with customer. Credits exceeding $300 have been applied and appear on statement of 7/*/14.

Review: Our Time Warner service was disconnected in June 2013. The disconnect results in a billing refund of $87.45. We have repeated called Time Warner to request a refund check be mailed to us. On multiple occasions we have been guaranteed by very friendly account reps that a check will be sent promptly. Now 5 months later we continue to receive a monthly bill of -87.45 and no refund has ever been received.Desired Settlement: Receive promised refund check.

Business

Response:

TW Cable regrets the difficulty, a refund is being processed and will be received within 4 weeks.

Review: We canceled our service due to relocation as of 1/**/14. Since I was [redacted] I had already arranged for a FedEx box to be sent to our new address so I could send the equipment back. We moved and the FedEx returns box never arrived. I called to check on it and the woman I spoke to insisted that they do not send FedEx boxes out and we got into an argument and she was very rude. But she promised she would take on my case and ensure once the equipment was returned I would receive my $108 refund. I sent the equipment back via UPS in February. Shortly thereafter my neighbor at my old apartment said there was a heavy box from Time Warner Cable in the lobby that looked like a cable box. I called TWC and asked them to pick up the box they had mistakenly sent. They told me I had to go and get it and send it back. I said it was their error and if they got it into the building they can get it out. I provided my landlord's details. A few days later someone called me saying they were there to pick up the cable box and could I let them in. I said I do not live there and they should buzz one of the neighbors. I do not know what happened. I began to receive monthly bills for $66.42. I have called TWC four times to try and obtain my refund and each time I have to wait on hold, repeat the entire story, and listen to someone tell me that I will receive my refund when I return the equipment, at which point I insist that I have and the missing equipment is what they sent out in error which is not my problem. I have provided a contact name and number for the landlord at my former residence. I have chatted with a representative online and I have left messages at the customer service center which have never been returned.Desired Settlement: I want my $108 refund sent to me.

Business

Response:

[redacted] spoke with [redacted] confirming that the equipment in question was removed from the account that she had with us, and that she should receive her refund check of $108.58 no later than the last week of June, but possibly sooner. He suggested that if she hadn't received it by 6/**/14 to then call him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

The matter is not yet resolved until I receive the refund check. I will notify you when that occurs.

Sincerely,

Review: I SIGNED UP WITH TW FOR A SPECIAL, $79 A MONTH FOR A TRIPLE PLAY THEY QUIETLY CHANGED IT TO $89 MONTH IT WAS SUPPOSED TO BE FOR A FULL YEAR. SIX MONTHS LATER THEY DID A BAIT AND SWITCH AND TOOK IT AWAY. IF YOU LOOK ON THEIR PAGE OF ADVERTISING, ALL THE SPECIALS ARE FOR A YEAR. [redacted] I ASKED THEM TO PROVIDE THE ORIGINAL AGREEMENT AND THEY REFUSED. A [redacted] IS THE ONE THAT ARRANGED IT FOR ME. HE IS REFUSING TO SHOW DOCUMENTATION OR ANYTHING AND IS JUST A PATSY FOR WHOEVER DECIDES TO CHEAT THE PUBLIC. I'VE HEARD OF [redacted] DOING THIS TO PEOPLE AND NOW WITH THE NEW MERGER IT LOOKS LIKE TIME WARNER IS DOING THIS. I WANT TIME WARNER TO HONOR THEIR AGREEMENT. THEY ARE WRETCHED CRIMINALS, BREAKING THE LAW WITH A BAIT AND SWITCH. [redacted] LIKES TO BEAT AROUND THE BUSH. I SAW HIS PAGE ON [redacted] AND IF SOMEONE TREATED HIS FAMILY THE WAY HE'S TREATING ME, HE WOULD FLIP OUT! I WANT [redacted] THE [redacted] OF TIME WARNER TO KNOW WHAT IS GOING ON AND I WANT HIS PHONE NUMBER. I'VE ALREADY TWEETED HIM ABOUT [redacted]. I AM FILING THIS COMPLAINT BECAUSE THE COMPANY PROMISED ME A YEAR DEAL AND NOW THAT I STAYED WITH THEM INSTEAD OF MOVING TO [redacted] THE ARE CHEATING ME AND RENEGGING.Desired Settlement: I WANT MY SPECIAL TO GO FOR THE FULL YEAR AS PROMISED. THEY ARE RENEGGING ON THE AGREEMENT. IT'S ALL OVER [redacted] NOW. LOW LIFE SCOUDRALS!

Business

Response:

In November, 2013 customer spoke with me as she wanted the lowest rates available. We agreed to a new, discounted package. She then called in December, 2013 and spoke with a Customer Support representative. She again requested lower rates and the CSR provided a new service package. Customer is insisting I stand by the terms of our agreement of November which [redacted] broke. Customer's rates are currently discounted, they cannot be lowered. She must call in November, when the current package expires.

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:

Hi

The complaint is far from resolved. There is still some hanky panky going on as far as bait and switch is concerned. They are once again going back to a conversation from last year where I got a call from Time Warner that appeared to be part of the conversation with [redacted]. and he then said that he would adjust the situation so that I had the $89 month special with the sho and hbo but that is not what happened and now he's still blaming me for the problem. If they can't get their ducks in a row, if one hand doesn't know what the other is doing, if promises are renegged on, then resolution is far from over. I ask that this case remain open. Thank you.

When I told [redacted]. that I was going to file a report with the FTC and attorney general his response was that he welcomed it. Whatl an arrogant corporate response to something he created...he is the one that did the bait and switch and is still playing games. You would think that following through with the SHO promise was coming directly out of his corporate salary. These people are just unbelievable. All he wanted to do was take my turbo away..not sure how it got there in the first place but that is all he talked about...not about bait and switch. It is really pathetic that a disabled senior who has been with time warner probably longer than [redacted]. should have to spend her last days on earth fighting a huge corporation like time warner for pennies. SHAME!

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]

This is exactly what I was referring to. There was a special with the triple play for SHO and HBO or at least SHO and now it's gone. This is not right. It should include the movie specials as agreed originally. Gosh...[redacted] must surely think it's coming out of his salary...it's surely coming out of mine because all this chaos and time back and for takes me away from earing a living that I need to pay my cable bills with. [redacted] apparently has worked for a corporation and has no concept of losing money when one runs their own business. TIME IS MONEY! I would appreciate the original movie channel agreement for the time of the triple play.

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

Sincerely,

Business

Response:

To clarify;

November, 2013, [redacted] and I entered into an agreement, in good faith. [redacted] agreed to the terms of the agreement as we lowered her rates, in goodwill.

December, 2013, [redacted] called again and spoke with another representative seeking even lower rates than the rates we had agreed to.

The representative repackaged the services, thus nullifying my agreement with [redacted].

Any changes/increases which are now occurring are a result of the second call. TWC cannot renegotiate rates on an ongoing basis. The $89.99 Triple Play package is an introductory rate package, intended for new customers only. [redacted] is not entitled to it but we are providing it as a courtesy.

[redacted] is now locked into the package she accepted in December, 2013.

Review: To whom it may concern,

I am writing to you regarding an issue with Time Warner Cable. On October [redacted], 2014, I called the Time Warner Cable client service area to downgrade some of my services in order to reduce my current monthly bill.

The agent who assisted me was very helpful and we went through some possible adjustments for my account. After almost an hour of going through possible packages, the agent offered me the following package which I found satisfactory and accepted.

Tripleplay (TV, PHONE & CABLE): $79.99 (DVR included)

Ultimate Internet: $30.00

With equipment & government fees, the estimated monthly bill would be approximately $130.00

The agent told me the changed will take affect immediately and we concluded the call.

Two weeks after that I went to check on the new billing details to ensure that the new package prcing was already in effect and to my surprise, it had not taken effect. Immediately after discovering the error, I called TWC to remind them that the new package pricing had not gone into effect and the agent told me that this was not a valid package and that the agent whom I had talked to had no idea what he was offering me and told me that I had to reach out to our retention department.

Since then, I have made several calls to TWC to try resolve this matter and to obtain the services at the price that I was offered. I have not been successful with this issue and have been transferred several times between the different areas of customer service. Today, Im still being charged the same amount and the pricing has not been adjusted.

I am reaching to you to inform you of these unfortunate event and hope that you can assist in remediating the situation.

Best,

TWC Account number: [redacted]Desired Settlement: I would like to obtain the services I was offered at the price which was promised.

Business

Response:

On 11/**/14 [redacted] agreed to issue monthly credits of $24.77 to reduce the monthly rate, for 12 months, to the agreed upon price. Customer accepted.

Review: Over the past 2 years I've had repeated issues with Time Warner Cable. On a semi-regular basis my internet becomes intermittent or goes down completely. I'm a knowledge worker and often rely on my internet connection in order to do my job so find myself paying [redacted] to access the internet through my phone so that I'm able to do my job. I therefore end up paying twice. I pay a lot of money for internet service through Time Warner Cable and do not feel they're living up to their end of the deal. I feel like Time Warner Cable is not attempting to provide the service I'm paying for. It does not appear any long term fixes are being attempted and issues are treated as one offs. Today is the second time my internet has gone out in the past week. It's particularly frustrating because Time Warner Cable has a monopoly in my area, so I literally have no choice but to continue paying them if I want high speed internet.Desired Settlement: I'd like Time Warner Cable to explain why they have not been able to reliably deliver the service I'm paying for and what they're doing to prevent the issues from continuing to occur.

Business

Response:

On 9/*/13 [redacted] left a message, voice mail, home number. There has been no reply.

Consumer

Response:

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

[Your Answer Here]

I replied to the original message left when I got home from work and found out their hours of operations exactly overlapped with when I work. I therefore had to set aside time during work to try to address this issue. I just called -- during their stated hours of operation and while I was supposed to be working -- and received a message that there was no one available to take my call. I left another message.

The problem has persisted and I've experienced two additional outages since filing this complaint.

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 verified a repair call is needed to address the issue. Customer can arrange repairs by calling ###-###-#### 24 hours a day, 7 days a week or by calling ###-###-#### during normal business hours.

Review: As advertised on the Time Warner Cable (TWC) website, new customers switching from another cable/internet service provider are eligible for a $100 rewards card. After moving into a new apartment, I registered for service with TWC, having previously consumed service from Cablevision. However, at the time of consuming Cablevision services, I lived with roommates as is very commonplace in New York City and also very commonplace in New York City, a roommate's name was registered on the bill. I can provide proof of residence in the same apartment. Following TWC's instructions regarding registration for the reward card, I submitted the most recent bill from Cable vision, showing that services had been rendered within the previous 90 days of having registered with TWC. Months later,on August [redacted], 2013 after not having heard anything regarding my reward card status, I contacted Customer Support at TWC and spoke with [redacted], who informed me that I could follow instructions on the TWC website to appeal not having received my reward card and that I would receive an email within 7-10 days, providing me with further instructions on how to resubmit billing material proving my usage of Cablevision. He also indicated (as was also indicated on the TWC website we were both reviewing during the phone call) that I would have until October[redacted] to re-submit documentation proving another provider's service. 2 days later I received an email from Time Warner Cable and it did not provide any further instructions and indicated both "There may be time to try again for our special offer," and that "Unfortunately, our records show the required eligibility documentation for this promotional offer that you submitted was not current...We hope you’ll submit the correct documents and try again before 04/**/13" and did not mention anything regarding the fact that my roommate's name (again, the same apartment that I resided in and could prove residence of) may have been causing an issue. After speaking with [redacted] ([redacted]) at Tri-Star, the third party organization handling rewards, I was told that my submitted bill was invalid because the name on the account was not mine. My issue is that I was led to believe that if I signed up for TWC service having switched from another provider, I would be eligible for a $100 reward cardDesired Settlement: My preferred outcome would be to be sent the $100 reward card I had been led to believe that I deserve.

Business

Response:

$100.00 GOODWILL CREDIT ISSUED TO RESOLVE CASE FILED WITH THE

Revdex.com.

Review: In early February I placed a service call with Time Warner cable because my cable box was not working correctly. During the call my customer service representative offered a triple play package that she said was going to have the same features I currently subscribed to, but at a lower price.

She failed to put the upgrade on my account correctly. I did not notice this until I received my bill for the month of March on 03/**(which was the first bill that should have reflected the new rate). It was about $30 more than she had mentioned. I looked at the itemized invoice in my account and found that she had, in fact, downgraded my service and managed to make me pay a higher rate at the same time.

On 03/**

(the same day I received my bill) I called to straighten out whatever the issue was. I spoke with a gentleman and after about an hour he said he couldn’t add the “Triple Play” package to my account. He then offered to upgrade me to a “Signature Home” package. I declined that offer because it would have had many features I didn’t need and it was much more expensive than the Triple Play I was initially offered. He said in that case he would need to “escalate” my request and would have to transfer me.

At that point I was transferred to North Carolina customer support (rather than New York City). But the truly inappropriate behavior was that even though I had expressly declined the Signature Home package he added it to my account anyway. I didn’t find that out until I finally got back to an NYC support representative.

At that point she told me she would straighten out my account and it seemed like she almost did. She informed me that I would be shipped a new modem and just needed to answer some automated questions about the new VoIP line I would be receiving. Except when she transferred me to answer the TPV VOIP questions she also hung up the call.

I called back to customer support (entering the third hour on the phone with Time Warner) because I had been told by the most recent support woman that if I failed to answer the TPV my order would not go through.

The next woman that I spoke with said that she would straighten out my account, but in the process of doing so cancelled my current internet service which caused my call with her to drop.

I then called back using my cell phone. Entering my fourth hour of trying to sort out my bill I spoke with another support man. He told me he had corrected the issue and that he would send a service tech out the next day to install the new modem free of charge. I specifically asked if he cancelled the mail order for the installation kit that the second support rep had sent and he said he had.

Now that I thought the dust had settled (03/**) I log into my account to find that the mail order installation kit had not been cancelled and neither had many of the failed upgrades. My bill for April appears like it will be north of $300 (it should be ~$175 including taxes and fees).

I have tried to be patient and use TWC’s customer support, but they have lied and disappointed me at every turn.Desired Settlement: I would like service credits applied to my account that would simply put my total amount paid from February to April match what it should have been with the triple play package I was offered in the first place.

Business

Response:

Rates have been corrected and credits totaling $125.00 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.

Sincerely,

Review: My husband passed away and I asked Time Warner if I could put the account in my name. Nothing was to change. I was told they have to send me a form, and I should fill it out and the name change would appear. I did that. A week later I received a call from a girl who said that my TV and phone would not work for about 30 minutes. I asked why and she said they have to shut down the TV and phone for about 30 minutes because they have to give me a new account number. She told me nothing would change and I made no changes to the account. So she said everything will come back the same. There will be no problem. 30 minutes later, my voicemail didn't work, and my internet didn't work. I have been on the phone for over 2 hours. I have spoken to about 6 people. I have asked for a [redacted], no one would give me one. Even at the end when I was promised one, as soon as I was tranferred and asked for a [redacted], I was conveniently disconnected. It took 2 hours, and countless wrong instructions to get my voicemail to work. Then all my emails were gone. Without any knowledge, I had to ask for the emails to be put back because I was unprepared for this. I was told I had to have new emails. After close to 3 hours, I was told they would make an exception and created an account and transfer my emails. Then after hours and hours, I was transferred and transferred and I was told it was illegal. Then I was told I have to fill out a form and attach a death certificate. In the meantime, I have no emails that work. TWC has made me sick. I want my emails back and I want this fixed and my voicemail.Desired Settlement: I want a month free for the torture and I want all this repaired now.

Business

Response:

I apologized on 4/**/14 and promised follow up. On 4/**/13 a Broadband representative confirmed the emails had been transferred. A voice mail message was left. On 4/**/14 I left a second message, there has been no reply.

Consumer

Response:

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

[I'm sorry but I have received no message. I just received a message stating that the emails have been transferred. No one asked me to reply. I was not offered anything as a settlement. I do not think being on the phone for 5 hours is acceptable and on top of that, I do not appreciate being told that "I do not understand" when I was told that NOTHING would be changed on my account. I purposely asked why the TV and phone had to be shut down and I purposely asked if the TV and phone would be exactly the same when they came back. I never was even told about the internet and losing my emails. I think your service is appalling. Please call back.

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:

1) I have been contacted by [redacted]. I do not want to hear from this incompetent individual again. For 1 month, I have attempted to get my service prolems resolved. They are not resolved. I have been on the phone for 5 hours at a time. [redacted] refused to even look into the situation and censure the people I spoke to that gave me incorrect information. Instead he blamed me. "I do not understand." He defends the incompetence of TWC instead of apologizing. He was suppose to handle my email problem. Instead, a month later I cannot get into my account. I chatted for 1-1/2 hours online. I reset the password 3 times. I followed all directions, but couldn't get my User ID to work. No one could help me. I chatted with two different people. Incompetent. I was told today the account would work with my proper emails. All directions to fix this didn't work. But [redacted] says perhaps I did something wrong. It's my fault that TWC service doesn't work. I'm furious because of the insults I have received by this man. I want my service working. I want my service to work. I want my emails to work. I want to get into my account online. It's totally locked. My emails have not been transferred totally. I get an error message that my email is taken in the old account. Nothing works as usual. I better not get a message from [redacted]. I refuse to speak to this it any longer who defends TWC and will not even look into the problem, but instead blames the consumer.

Sincerely,

Business

Response:

TWC did address [redacted]'s email issues, the emails she requested were transferred. On 4/**/14 I left a follow up voice mail message to which [redacted] did not reply.

She is now experiencing new issues with her email password and ID. I have sent a request to our Broadband department to assist. I did attempt to assist [redacted] earlier, she hung up .

My complaint about Time Warner Cable is how they keep harassing my mom by continuously calling her phone from different numbers, to try and convince her to change her plan after she explained to them if she was interested in changing her plan/ she'll let them know.

Review: I signed up for the Time Warner Triple Play Premium Package for 129.99. It is listed on my bill exactly like this:

Triple Play Premium DVR Service $6.75, Starter TV $10.44, Whole House HD-DVR $3.67, Package Allocation $.01, Standard TV $23.54, Voicemail $2.06, Phone Activate $0.00, Home Phone National $20.81, Variety Pass $5.97, HBO $5.31, Cinemax $5.31, Showtime $5.31, The Movie Channel $5.31, Starz $5.31, Standard Internet $30.19

After this line item on my bill, there are a few other line items for my DVR-charges, Internet Modem Lease, Wifi etc. Which is fine.

At the bottom of the bill there is a charge for "Ultimate 100 Upgrade" for $30.00

I called Time Warner to let them know I do not need an Ultimate 100 Upgrade for my internet service. That the "Standard Internet" that I pay $30.19 for in the Triple Play Premium package is perfectly fine for me. The supervisor that I spoke with at Time Warner insisted that in order to have the Triple Play Premium package, I must have the Ultimate 100 Upgrade for $30.99. I think this is very misleading because on the bill it tells you that the triple play premium package is $129.99 and what it includes. If having the additional $30.99 Ultimate 100 Upgrade is a requirement of the package, then it should be listed that way on the bill. The Triple Premium Package should be listed as $159.99 instead of $129.99. I felt lied to and mislead that the package I was paying for was advertised as less than it actually is. The rep told me in order to get rid of the $30 Internet Ultimate 100 Upgrade, I would have to drop the Triple Play Premium package. The bill states that I pay 129.99 for a very specific set of features and I think Time Warner should honor that. If the Ultimate 100 Upgrade is part of that package and is a requirement then it should be listed within the package.

Why would "Standard Internet" be a part of the Triple Play Premium package if you have to add an upgrade in order to enroll? The package should just include the upgrade along with the cost associated with it. It is VERY misleading!Desired Settlement: Customers should be able to drop the $30 Ultimate 100 Upgrade on their bills without it affecting the $129.99 Triple Play Premium Package. Or, Time Warner should add the $30 Ultimate 100 Upgrade to the actual package and it should be advertised as $159.99 instead.

I would also like an apology for this misleading behavior and to be reassured of their commitment to be more transparent and honest with their customers. I would also appreciate not having to pay the additional internet upgrade that seems like an "extra" on the bill when according to time warner it is a "requirement" of the package (even though it is listed no where near the package description).

Business

Response:

On 8/**/14 a representative apologized and offered to provide a different package. Customer declined.

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]

Time Warner has shown no indication that they are willing to solve for this problem beyond just my case. They are misrepresenting what their package offers and this should be addressed beyond just my case. Like I had stated before, if upgrading your internet service is a requirement of the package, then it should state it somewhere.

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

Sincerely,

Business

Response:

The customer's concerns have been forwarded internally for follow up and consideration.

Review: Time Warner ran my credit report and it should not have been run because I am an existing customer.

I called them to ask about this and they stated it wasn't run , but I was informed by a credit monitoring company I use that they indeed ran it . They did a hard inquiry through [redacted]Desired Settlement: Want to be sure it isn't fraud and time Warner can verify it was run solely for my account and not for some kind of fraud activity.I spoke with a representative and a supervisor who both told me the same thing . I need clarity .

Business

Response:

On 8/*/14 [redacted] apologized, confirmed all concerns on the account (the rates and credit issued) had been addressed. She offered future assistance.

Review: My bill was at zero dollars up until july *, 2015 my mobthly bill is $101.00 I know. Because. I wad bringing. My boxed bavk to discontinue. Cable. Service I called tonght July **, 2015 bill quoted 255.00 my bill keeps fluctuates I am on a fixed income. Plus yo add insult to injury my cable was reset 3 times for fuzzy and sound. Distortion and inabilty to record like it is rught now. Plus my channel description has been missing since. The last repair assistance. I was going to change to internet only but I became ill and couldn't get the boxes back by the [redacted] of July.Desired Settlement: I would like. My bill corrected. I would also like a sensible credit adjustment not an insulting $7.00. I don't think it's. Fair to prorate and then raise the monthly bill.

Business

Response:

On 7/**/15 Ms. R[redacted] called customer and attempted to review the bill and the account. There are no errors and there are no overcharges. Customer is not paying in a consistent and timely manner. Customer refused to speak with Mr. R[redacted] and ended the call.

Review: Excessive delay in completing Phone Installation. 1 month without Business phone service. Installation of Faulty Equipment resulting in Unstable Internet Service [redacted] 12/**/13 - Signed Contract for New Account#[redacted] - Time Warner Business Center / Inside Sales Department[redacted] Process of porting phone numbers from Time Warner Acc#XXXXXX to Acc#[redacted] begins. Regular processing time 3-5 business days.[redacted] 01/**/14 - Installation postponed due to bad weather[redacted] 01/**/14 - Installation of voice & Internet equipment completed [redacted] 01/**/14 - Phone numbers NOT ported since December **,2013. Internet Service unstable. Case# [redacted] opened. [redacted] 01/**/14 - Phone number Porting Re-Started. Written confirmation that process takes 3-4 business days, with promise of expedition due to erroneous delay. [redacted] 01/**/14 - Internet Service still unstable. Troubleshooting begins. [redacted] 01/**/14 - Internet Service still unstable. Reason = Service Outage in the area (even though Time Warner customers in the same building have no complaints) [redacted] 01/**/14 - Internet Service still unstable. Continued Troubleshooting by TW Technical Department. Day 5 -Phone number Porting by Inside Sales Department still in Process [redacted] 01/**/14 - Internet Service still unstable. Continued Troubleshooting by TW Technical Department. Day 6 - Phone number Porting by Inside Sales Department still in Process [redacted] 01/**/14 - Internet Service still unstable. Continued Troubleshooting by TW Technical Department. Day - 7 Phone number Porting by Inside Sales Department still in Process (Email confirmation that process is in its final stage). [redacted] 01/**/14 - Contacted HOD of "Inside Sales"; [redacted] - NO RESOLUTION! Day 8 - Phone number Porting by Inside Sales Department still in Process (Reportedly process actually started 01/**/14 and not 01/**/14). [redacted] 01/**/14 - Contacted President's Office (###-###-####) [redacted] scheduled a Technician for the following day. Day 9 - Phone number Porting by Inside Sales Department still in Process [redacted] 01/**/14 - Technician concludes Incoming Static on Voice and Cable lines causing "Jumpy internet connection". Technician unable to fix problem, schedules another service for the following week (Case#[redacted]). Internet issue UNRESOLVED. [redacted] 01/**/14 - Day 10 - Phone number Porting by Inside Sales Department still in Process. New Porting Date set for 01/**/14. (You got to be kidding me!!!!). Issue UNRESOLVED. [redacted]Desired Settlement: FINISH THE JOB BY 01/**/14 ADJUST BILL. CREDIT ACCOUNT

Business

Response:

We received a Corporate Office Of The President Complaint for [redacted] due to a delay in her installation .I called and spoke with [redacted] on Friday January **, 2014 in regards to her account. The customer was installed on December **, 2013 with business class internet and phone service. However since installation the customer is stating her service have not worked properly. Her internet service has been intermittent and the business class phone was not completely installed. I scheduled a service appointment for the business and plant maintenance found a noise signaling issue that was resolved same day.

Upon further investigation it appears the customer phones were installed however she was suppose have 4 ported lines and she has 4 natives. I engaged our Sales Support Management Department to get an update on our progress. I was informed that the numbers Basic Plus was requesting to port over that belongs to [redacted] Security who currently has a PRI with TWC. The PRI Opportunity was reviewed by the PRI team who contacted [redacted] to confirm. [redacted] Security confirmed today with [redacted]/Account Manager1 that they would clear for the lines to be moved/disconnected.

Normally it takes 9 business days in order to complete a PRI to PRI transfer however we were able to expedite this customer’s installation to be within 5 business days. Currently installation is set for January **, 2014 at 2:00pm. I educated the customer of her installation date as well as [redacted]/Sales Manager offered the customer one month of free service, however [redacted] is still considering disconnecting all services.

[redacted] will follow up with the customer today to see if she accepts our offer of one month free service or if she would rather disconnect her services altogether. Upon receipt of the details of the conversation between [redacted] and [redacted] I will update you accordingly. If you should have any further questions or concerns please do not hesitate to contact me directly. Thank you for all of your assistance as we work towards a resolution for this customer’s concern.

[redacted]

Executive Resolution Team | East Region

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 Cable is misrepresenting facts and glossing over the details. The Contract was signed December **, 2013. I have copies of the Contract. Service Installation was Jan 3rd, not January 18th as stated in the response. Written records and video footage is available as proof. Request to Port numbers from [redacted] was submitted December [redacted] 2013 and again, January [redacted], 2014. Multiple email records are available to prove this. Basics Plus and [redacted] Security are 2 separate companies under the same ownership, there was no delay in authorizing porting of phone numbers from one account to the other. December **- January ** is 28 business days apart, not the 3-5 days advertised (email records to prove) nor the 9 days stated in this response. Its bad enough that Time Warner has caused me Loss of Business by these unnecessary delays, but to MISREPRESENT FACTS on such an Important Public Platform is just an UNETHICAL BUSINESS PRACTICE. This response and a Credit on my bill is not providing me the service I requested, nor does it compensate for Loss of Business or Costs incurred in the process. Time Warner Cable and all its employees involved in the process, [redacted] - need to fix the Internet Service and Complete Porting the numbers not a day later than 01/**/2014.

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

Sincerely,

Business

Response:

TWC does not issue credit based on loss of service and/or time involved. While TWC regrets the difficulty described our position remains unchanged.

Review: TWC has made several errors amounting to over $160. I have been making phone calls for six days and even went to the store to meet a representative in person. On Friday 10/**/13 , after 40 minutes on the phone getting no where as not one single employee you speak to has even half a clue how to help you, an alleged supervisor [redacted] ID # [redacted] promised me this would be fixed in 48-72 hours and he promised to call me on Tuesday 10/**/13, this never happened. On Monday 10/**/13 a Staten Island store rep in retentions told me this would be fixed in 24 hours. When I called him on 10/**/13 to confirm suddenly it was a few days process. I asked to speak to a manager, he assured me a manager would call me, this never happened. As it stands on 10/**/13 I am still being overcharged $163 which I refuse to pay. This company customer service is among the worst I have encountered in my lifetime. Lies and trying to cheat customers and make customers spend hours of calls and aggravation due to their constant errors.Desired Settlement: I want my bill at 91.09 where it should be. If it doesnt happen this week I am going to cancel them 100%!

Business

Response:

On 11/*/13 [redacted] left a message, voice mail, home number. Credits are being applied to the account to provide rates customer reausted. Customer was advised.

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:

It's not about the money it's about the fact that no one knows what they are doing there, they waste hours of your time providing false information and promises. I can't be bought applying a credit that is not a credit because its what I should be paying doesn't fix horrible customer service. The outsourced staff reads from a script and repeats the same questions over and over and never resolves anything. Also, I am am still waiting for [redacted] to call back.....since * led to me it costs me more time, cell phone minutes and I had to make two trips to the store.

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

Sincerely,