Time Warner Cable's New York City Region

Review: Late in 4/** I needed to cancel service at my aunt's home located in [redacted]. A few weeks later I received an invoice charging her account $75 for a modem. When I cancelled service, the Time Warner (TW) rep,however, never mentioned that I needed to return any equipment. I figured the modem was so old that it was worthless. I called again and determined I can return it to either a TW store or mail it in. Within a month after receiving the invoice, I received another invoice, this time from a collection agency, concerning this modem! Since I live ~65 miles away getting this modem to return was not that easy. Decided that I was going to pick it up and return it to a store that was fairly local to me, listed on the TW website and a TW rep said it was OK to return to. Picked up the modem on 5/** and drove to the TW store on 5/** to find that the store does not exist! According to a neighboring business it has been gone for years! This was a waste of more gas and another 45 minutes of my time! Called TW when I got home and told them this. After ~40 minutes of wait time and being transferred from 1 party to the next, gave me an address to return it to. Requested that they pay for shipping and mail me out a prepaid package since I went to a store that was on their website and a rep said was ok, but the rep refused. Boxed it up for mailing and within 10 minutes the same rep calls me back and says that the address provided was incorrect and that I cannot mail it out! I need to return it to a store in Queens (~65 miles away) or give it to a neighbor or relative in Queens for return! OUTRAGEOUS! Asked immediately for a [redacted]. After spending another 45 minutes on the phone with a [redacted] she told me that I would receive a call within 24 hours from another specialist to resolve. Demanded that they credit me the $75 charge and she refused! 24 hours have come and gone w/o a call. Providing this deplorable service and sending this outstanding balance to a collection agency when the bill was less than 30 days old is disgraceful!Desired Settlement: Credit the account for the $75 modem charge

Business

Response:

TWC regrets the customer's inconvenience and difficulty in this matter. It is still necessary that the modem be returned and the $75.00 fee cannot be credited. However, as a gesture of goodwill a credit of $36.08 is being applied to the account, the equivalent of one month's service charges plus fees. Once the modem is returned a refund will be processed.

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:

Does not resolve the issue. I need a mailing address to send the modem to! This should be very simple! I am not making another trip to Queens from my home in CT and spending my valuable time, gas and toll money to return this to a store! The credit is fine just give me an address to mail it to.

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

Sincerely,

Business

Response:

Customer can mail modem, from Post Office to:

Time Warner Cable

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: In March 2014, we changed offices. We closed one account (or so we thought), and reopened at the new location. Time Warner never properly disconnected and closed our original account, and I have spoken to a customer service agent once a month since May or April. Each person says the exact same thing, apologizing for the lack of action taken thus far and promising to get it fixed. Every month, we still receive a bill for the old account which is eating away at credit that's supposed to be applied to the new account, and ostensibly ruining our credit rating and making us look like shoddy customers.

The "primary nature" of my complaint is billing, but I am extremely dissatisfied with the level of customer service I have received in the process of trying, over and over, to get this resolved. I have constantly been promised email updates that never showed up.Desired Settlement: I would like to see the first account closed for good. I would like to see the new account credited for the amount of money that we unwittingly paid into the first before realizing that it was the old account. I would like an apology, and a free month of service to make up for the amount of time I've spent on the phone with people who were apparently lying to me about doing their job.

Business

Response:

As of 8/**/14 a modem was not returned (resulting in an equipment fee). Matter is being referred to TWC's Business Class unit for further follow 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:

I don't actually see a response, have not heard anything about closure from the business itself, and have not any reason to believe that my requests for a solution have been met. Last I spoke to a representative from TWC, this case was being moved up a chain of command of some sort, and I would be updated on its progress. I have heard nothing and I have received nothing.

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 would like to speak with someone before I approve. There is no amount mentioned and I need to know where the billing stands before I close this complaint. Also, no one called or left me a message on September **, so the representative that made that claim is mistaken.

Thank you.

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

Sincerely,

Business

Response:

Issue has been resolved I informed [redacted] that her last bill was prorated and she still owed the $90 for the equipment. She found the equipment and will schedule for it to be picked up. She now understands why the credit was only $27.26

Thanks,

Review: Every time my bill comes out its different prices for the same stuff I had for years. The service is junk. Most the time I can't watch channels or my internet is out. Why am I paying for this when I can't use it. I try to cancel this just to be told that it will only lower my bill by 5-10 dollars when I pay more a month for that service. I been a loyal customer for a long time and all they do is raise there rates and never help to solve issues. The service quality sucks I had to complain to the company a lot and most the time they don't fix the problem all they want you to do is add more packages to your account to "lower" your monthly bill. And every time I ask them why my bill is going higher I never get a straight answer and this goes on for weeks till I get a response of "oh our rates have been increased". How can u change rates daily?Desired Settlement: I would like to pay for the service I receive not for what they think they provide, most the time my cable channels don't work nor my internet but they always say everything is fine on there end. Out of 30 days in a month I'm lucky if I get a solid week of no problems. I have complained to there service reps and all they do is tell me to reset everything and nothing is done about it.

Business

Response:

On 10/**/14 a representative apologized and confirmed all issues were addressed.

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.

For one order I had to have 3 visits
he firs one never showwed
the second one showed 2 hours late and refused to finish he job and so I called twice before the 3rd visit to be sure that the person would have everything they needed. He gets here today only to not have what he needed.
he tells me that someone will bring it before 1:30.
it is now 4pm and no one has shown. I've spent the entire day waiting for what should have been handled at 10am. You people are a sham!!!!

Time Warner's advertising about a $300 credit card reward for their cable package is misleading. They don't give you any requirements or criteria that have to be met to receive it and then when I called to inquire about it I was given requirements like you had to be receiving service from one of their approved list of providers in order to receive it.

Review: Time Warner Cable is claiming that I still owe them for equipment that I returned. They have stated that I didn't return the equipment in a timely fashion. I never received anything in writing explaining that their was a time limit to return their equipment. If I had know this I would of returned their products back to them immediately. They are claiming I didn't return their product until 120 days late. And is charging me $170 for this so called late return. I do not or did not have or signed a contract agreeing to any such service so how can I be aware of the time limit of this so called contract that they claimed to give me. All I received at the time of service was a completed work order of the installation provide. Now they have put this on my credit report trying to force me to pay them this money,it's almost like black mail. Just like the force you to pay a months in advance for service yet to be rendered.Desired Settlement: I would like time warner cable to remove this unjust amount from my credit report. Because I never had any issue with them when it came to returning their equipment. I was told I didn't owe anything when I returned their product. Thank you.

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, [redacted] (POA & Voluntary Administrator), daughter of [redacted] returned on April **, 2014 @02:41 PM to the [redacted]. Time Warner Cable location in Man., two cable boxes and remotes. I received a signed receipt for the equipment and was told I would receive the security refund in 30 days. The security deposit refund was to be addressed to me since I paid and handled my mother's affairs. I presented a Death Certificate and POA indicating [redacted] had expired and that I was her sole direct relative. I have subsequently made two visits to the the [redacted]. location and have been told each time the refund would be sent in a month. Three and half months have passed and I still have not received said refund. The refund should be sent to: [redacted] c/o [redacted]. Receipt # [redacted]- Acct. Info# [redacted]- Refund Amt. $99.84

Thank you for your assistance in this matter.Desired Settlement: I would like to receive the security deposit refund Check in the amount of $99.84 forthwith, issued and mailed to [redacted]

c/o [redacted]

Consumer

Response:

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

TWC forwarded the security deposit check in the amt. of $99.84.

Thank you for your assitance in this matter.

Sincerely,

[redacted] for [redacted]

Review: I have made numerous calls to TWC customer service in the past three months due to inconsistencies on my bill and with my services. My bill amount has increased monthly and each time I've called I've been told that there has been a solution only to receive the next bill with additional charges. Today I called to inquire about why one of my services, Starz Package, had been disconnected despite it being included in my previous billing cycle which went through 11/** and despite the last representative I spoke to informing me that none of my services would be affected even explaining how I would go about getting a Starz rebate. When I called today I spoke to a representative who made efforts to resolve the issue but told me I no longer had Starz at which time I requested to speak to a [redacted] since I have had ongoing discrepancies with my TWC services and bills. She transferred me to a [redacted] who identified himself as "[redacted]" who after listening to my issue repeatedly told me "I cannot give you Starz for free." He never made any attempts to rectify any of my issues only repeating that line. When asked if he could do anything to help he said "no." Later when I called back I was helped by a representative, [redacted], and a [redacted], [redacted], who were able to help. When I tried to provide my complaint over the phone to [redacted] I was told that she could not find the [redacted] who I mentioned and that he gave me a false ID number, [redacted]. and did not notate the call. The service or lack thereof I received from "[redacted]" was appalling and was probably the worst "customer service" I have ever received. Luckily the later representatives I received made efforts to rectify the situation however it paired with my issues with billing and service from TWC in recent months will most likely prompt my move to another service provider.Desired Settlement: Due to the service I received I believe "[redacted]" may benefit from some type of customer service training and I would like to receive some type of compensation for the poor service I had to endure.

Business

Response:

On 10[redacted]/14 a Client Relations representative apologized, offered compensation in the form or discounted rates ($11.25 monthly fee waived for the primary converter and a discounted rate for the second, $4.00 per month as opposed to $15.25) for 12 months. Customer accepted.

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: [redacted] is owed a refund for returned equipment belonging to Time Warner Cable Inc. Multiple verbal commitments of financial resolution from management were unfulfilled to [redacted] and this is an unintentional tort of negligence. The account in disagreement is closed and no longer accessible by lower-tiered customer service representatives, so they must escalate all communications to management.

[redacted] has spoken to multiple agents of Time Warner Cable Inc. face-to-face or over-the-phone specifically including, but not limited to, [redacted], [redacted] and [redacted]. The communications began after a property lien was placed on unreturned equipment. Shortly after the lien was paid in full [redacted] was alerted that his father, [redacted], stored the equipment belonging to Time Warner Cable Inc.

[redacted] returned the stored equipment to the address [redacted] a local branch for Time Warner Cable Inc. [redacted] was given the first of many promises of reimbursement for the lien monies paid and a receipt with the serial codes of the equipment without an account number. Over 20 communications, initiated by [redacted], has transpired without the desired result of a refund and now [redacted] is seeking additional damages for breach of contract and personal injury.Desired Settlement: I am seeking $7,500 for breach of contract and personal injury.

Business

Response:

On 12/**/14 [redacted] left a follow up message, she awaits a reply.

Review: Time warner cable sent multiple technicians to my apartment without my consent and/or without confirming that the time they scheduled for the technician to arrive as acceptable for me. Each time this happened, I called their customer service asking if I needed to make an appointment and if my service would be changing. Each time I was told I didn't actually need an appointment and that it was made in error. I was also told that my account would not be changing.

Upon receiving my bill for this month, I saw that it had increased by about $30.00. I called to ask why and they told me that my plan had changed. I found this strange, since I was told multiple times earlier in the month that my plan would not be changing. I asked to speak to the cancellations department, to my cable service as it was no longer affordable, but was transferred to many other departments without resolution. Finally after an hour an a half on the phone I was told that the department I needed to speak to had been closed the entire time. When I was finally able to get through to them, I was told that the only option for internet, would be double the price I was paying before I added cable. When I added cable to my account, I asked if my pricing would increase if I decided to go back to internet only, and they told me it would not.Desired Settlement: I would like to return to the internet pricing I had before this issue started.

Business

Response:

1/**/15I SPOKE WITH CUSTOMER IN RESPONSE TO HER BILLING CONCERNS FILED WITH THE Revdex.com, SHE WAS ADVISED AS A COURTESY $146.57 WHICH IS THE EQUIVALENT OF HER CURRENT BILLING WOULD BE REMOVED, IN ADDITION SHE WAS GIVEN STANDARD INTERNET AT $34.99 X 12 MONTHS AND EXTREME X 12 MONTHS, SHE WAS ALSO GIVEN HER MONTHLY CHARGES INCLUSIVE WITH TAXES. [redacted]

Consumer

Response:

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

Sincerely,

Review: when we signed up for the phone/internet service there was a current promotion going on for a $250 [redacted] gift card. almost 9 months have gone by, we have contacted time Warner about 4 different times and sent several emails/voice mails to the [redacted] and there has been no response at all. we have spoken to the managers of the call center and they said they did not know how to follow the status of the promotionDesired Settlement: the gift card or bill credit that was promised

Business

Response:

Gift card is being processed and will be received within 3 to 4 weeks. Customer has been 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:

about a year ago I signed up for time warner business phone and internet, at the time there was a promotion that we would receive a $250 gift card after 60 days of continues service. this is the second complaint I have made with the Revdex.com the first time I was contacted and was told I would be receiving the gift card within 2 weeks, it has been 6 months. I have also called time warner directly at least 15 times ( they have record of it and so do i). every time I would contact them, I would be told that they will look into it and get back to me, but no one ever does and there is never a a [redacted] or anyone on duty who can assist with this issues. I would like the gift card or a reduction on my bill for the amount the card should have been for

Sincerely,

Business

Response:

Good Afternoon, This issue has been resolved. The initial gift card was mailed to the client service address and returned as undeliverable. A replacement card has been mailed to the clients preferred mailing address at [redacted]. The client has been advised to expect the card within the next week or so. I have provided the client with my direct contact number should he have any additional questions, concerns or comments regarding the receipt of the gift card. Cordially,

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: First, I will assume that you already know that Time Warner Cable is a monopoly in most of New York City, especially Manhattan. Having read many other complaints, I believe it is a monopoly in other areas around the country as well. Nonetheless, it seems like this almighty position allows Time Warner to continually fail at providing halfway decent customer service. I moved to NYC and wanted to continue being a cable customer, so my roommate and I checked and Time Warner seemed to be ticket. However, all the problems began there: ? We signed a one year contract for the triple play option and I was deeply disappointed that for the whole year, my cable box randomly rebooted itself while watching television, making it virtually impossible to watch television at all. ? We called multiple times to complain and the customer service rep would simply send a signal to reboot the box. To no avail, the problem persisted. A technician was sent out to replace the box but the service interruptions and rebooting issues continued. ? Fast forward a year and we move to different location. We had to call to make a special appointment for installation at the new place because we had triple play. We call and make an appointment; I take the day off from work to wait for the technician who provides a 12 Hour time frame for his arrival, but again, the horrible customer service strikes again. The technician does not show up at all! A day wasted and money lost from work. o I call the customer service line and the only reason I am given is that our appointment was mysteriously cancelled and there was nothing that could be done but to reschedule. I did my due diligence and research and was able to reach someone in the corporate office to reschedule our appointment for another missed day of work. After finally receiving service, the problems continued. ? Time Warner continually cut off our service for nonpayment though we had an automatic payment set up. Then, we were charged twice and after a refund was processed, Time Warner removed the card from the account and said we could not use it anymore though the issue was your error. ? In addition, our internet access continually went down even when there was no issue within the area and again, you kept cutting off that service as well. Finally fed up, we cancelled our phone and cable service because the amount of money paid for a service that continually did not work made absolutely no sense. We currently only have internet service and still problems persist with this service. ? Our download speeds are terrible and the monthly price we pay for it is atrocious. The service continually shuts down for hours at a time and the company never lets the customers know when service is being done and then lies when we call. We are shopping around. Time Warner Cable is terrible and something needs to be done NOW to resolve everything.Desired Settlement: I would like someone to contact me in regards to these matters and work out what can be done because it has been 3 years with this foolishness.

Business

Response:

On 10/*/13 [redacted] left a follow up message, voice mail, home number.

Review: I'm experiencing issues with my internet speed since 6Months!

I keep calling the technical support. They send out technicians and replace my modem (already 2 or 3 times). It doesn't improve my speed at all.

In the past month I called about 14 times. Sometimes they redirect me to another departement, promise to call back and never do.

Promises are made and nothing changes.

I cannot hold my deadlines because my uploads aren't done on time. (Working in Graphic Design and upload 3GB a day)

Lost approximately $5000 because I couldn't hold my deadline (caused by TWCDesired Settlement: Fix it asap and refund the full amount of the past 6 months. That's the least you can do for such a turmoil.

Business

Response:

On 2/**/14 [redacted] left a message, voice mail and issued a one month credit of $54.99.

Review: Part 1) On 2/*/14 I disconnected service with Time Warner Cable. At the time I was told that I would need to drop off my rental equipment at a authorized Time Warner location. The next day I called to confirm this and was told that they could send a return box to my new location, which I requested. After not receiving the box to return the equipment within 2 weeks, I called back and was told the that there was no note of this happening on my account. I requested again and received the boxes on 2/**. On 2/**, the boxes were picked up by UPS for return to TWC. On 3/*, I received a letter dated 2/** from a collection agency requesting payment in the amount of $340 for this equipment.

Part 2) On 2/*/14 I disconnected service with Time Warner Cable, at this time, my online access to my account was disconnected as well, though I wasn't aware of this fact for several weeks, until I was called and told that I still had a balance with TWC. When I tried to access the online account, I found it to be locked and called the help line and was told that they could not re-instate. I explained that I was unwilling to pay a bill for $103.78 without seeing an actual bill. I requested a paper bill on 2/[redacted] and as of 3/*, have not received a paper bill. On 3/*, I received a letter dated 2/** from a collection agency requesting payment for this amount.Desired Settlement: Part 1) Charges need to be dropped. Equipment was returned.

Part 2) Billing details must be provided. Since TWC was unwilling to provide these to me in time, there needs to be no effect on my credit.

Business

Response:

Based on the information provided TWC cannot locate an account. TWC requests customer provide a copy of a bill and/or an account number, address and name under which account is listed. If this is provided TWC will follow up.

Consumer

Response:

Account is listed under:

Review: I stayed home this morning for an appointment from 10-11 AM for a TWC technician to install an upgraded modem. Around 10:30 I had no phone call nor technician so I call TWC. After 20+ minutes I was told that someone would call me and be here. Later in the morning I called again and following a 20+ minute call I was told that a dispatcher would call within 20 minutes and that the technician had already been here but would return by 7 PM. I live in a doorman building and verified that no TWC technician had been to the building. My third call I was told the same "wait for the dispatcher call" "someone will be there today" and I asked to speak with a [redacted]. She repeated the same (by now meaningless) assurances and not committing to when/if a technician would really show up now that I have taken a full day off. She ended up hanging up on me after 40+ minutes of talking and being on hold. TWC has not honored the appointment, the representatives kept repeating well-meaning but, given the circumstances meaningless assurances and I have missed a full day still not knowing if a technician will actually show up, rather than report that he did. What is a consumer to do? Who can afford to waste a day and all the time on the phone listening to people saying things that simply do not turn out to be true? How is that possible in this country?Desired Settlement: I have no idea what can be done. However I am contacting you in the hopes that somehow this complaint will in some way help change the TWC behavior towards their customers. In advance, thank you for ensuring that this complaint gets to the appropriate people in the TWC organization.

Business

Response:

On 6/**/14 messages were left at both numbers and and email was sent in follow up. To date there has been no reply.

Review: Every day my modem goes off line, I have spent about 20 hours on the phone with everyone from the Philippines to level 3 support. Every time I have a complaint of lack of service there seems to be some outage. I have had my modem replaced and have had two techs to my apartment to re-do the wiring. I was promised a credit for the month of july at the TWC walkin here in NYC because of the major service issues I have had. I was there to pick up a new modem, which was totally different than the first and does not even fit my configuration.

I pay for service, and I get nothing. I get [redacted] You expect me to now pay $79 a month for service I used to pay $30 a month for. This is absurd. I am very frusttraded. I trade stocks and work a real estate business from home. Your CONSISTENT lack of service is impacting my businesses financially. This has to stop. You have to fix it.Desired Settlement: FIX MY INTERNET..... I am tired of my service going in and out. Tired of calling only to be told the cant reach my modem. Maybe you have a DNS Issue, maybe you had other issues. I don't know, that's for you to figure out and fix, not me. I am tired of troubleshooting your crap.

Business

Response:

TWC's records indicate services are working well. A credit of $65.98 (one month) has been applied for the recent loss of 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]

I appreciate and will accept the credit, which was actually promised to me at the TWC walk-in store on [redacted] street - A location I had to visit because the replacement modem that was provided to me by one of your techs - after spending 3 hours at my apartment trying to figure out what was wrong, was actually bad. After speaking with level 3 support later that day when I came home to no serivce again, I was told the reason for no service at that time was becuase there was an outage, that the tech that was on-site didnt even know about.

Your records indicate that service is working because it it working now, but it has consistently been off around 8am and noon every day. I would like to request whatever records you have that show your outage history for the switch/circut or whatever my line is on because I beg to differ. Your records should indicate consistent outages, and if they don't then you need to double check your records.

I want to know for the past 6 months how many outages were 1) reported and 2) documented by TWC for my account. I want the consistent lack of service from your company to be documented here at the Revdex.com and not to be swept under the rug.

Best Regards,

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

Sincerely,

Business

Response:

TWC cannot provide further infomation without the consent and verification of ID from the actual account holder of record. This is in compliance with existing privacy laws.

Review: Hi

Last night Time Warner caused the adapter box in my bedroom to burn out and now they refuse to replace it for 10 days. This is outrageous!!! I am a handicapped senior and I need the tv on at night in order to sleep due to ringing in my ears. The tv takes my mind off the ringing and helps cover the noise in my ears. Time Warner, with whom I have been with for at least 30 years is telling me that I have to wait 10 days for repair. All I need is a new adapter box to be switched with the burnt out one. This is a reasonable request. 10 days is an UNREASONABLE length of time to wait for something as simple as switching of the adapter box. There are repair guys in the area all the time that could easily stop by and hand me the box. I see these guys having a rendevous all the time by the waterfront park, chatting for great lengths of time and I live 2 blocks from the park so dropping it off would be part of their route. I pay a great deal for the tripple play an have paid thousands upon thousands of dollars over the decades. I've seen customer service go so far downhill over the years that it's deplorable. 1/4 of my social security check that I live on, goes to Time Warner. The least they can do is drop off a new adapter box, after THEY fried it last night. It was working perfectly until the power surge happen when the service went out.

.Bringing me a new box today would be the right thing to do. Please help me get a new adapter box. Thank you.

[redacted]Desired Settlement: A new adapter box today so I can sleep tonight. I would appreciate having some reliable service from Time Warner with whom I've been a loyal customer for over 3 decades.

Business

Response:

TWC has had a number of technicians to the customer's home, no TWC cable-related issues have been observed.

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 don't know who wrote this response but it's a lie. Not only is there documentation of the box constantly having to be rebooted but I was told by an insider at Time Warner that these problems are happening in clusters and for years, without Time Warner fixing them. They just don't care. There needs to be an investigation into the unscrupulous company.

There is information I noticed on my bill recently that I have no idea what it is. It's very bizarre.

]

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

Sincerely,

Business

Response:

TWC has sent several field technicians to check the service being provided to [redacted]. They have concluded it is working within guidelines, no issues have been observed. No other customers in [redacted] area are reporting the same issues. On 9/*/14 a technician reported "no problem found" when on site. A review of the bill shows nothing unusual except for credits totaling $47.82 for "loss of service." These adjustments were issued as a gesture of goodwill.

Review: Time Warner Cable absolutely promised me that if I sign a contract with them for cable service, after 3 months, I would receive a FREE Samsung Galaxy Tablet. This was a big incentive for us. After 4 months I called Time Warner. I was told that I was NOT eligible for the tablet because I was a current customer who moved from one location to a new location as opposed to being a new customer. They told me the deal was ONLY for new customers. Why did they offer me this tablet then? I did not ask for a tablet. They offered it as an incentive to sign a new contract with them. I was promised it. I asked to speak to a manager and he told me that they would investigate and that I would hear from them within 4-6 weeks. It has been about 3 months. I called again today only to be put on hold for a while and then I got a dial tone. Hung up on. I called them back to be put on hold by a guy who said I would receive a tablet. I believe he even congratulated me. After being on hold I was told that I will NOT receive a tablet. They are very sorry but I will not get one.Desired Settlement: I want the Samsung Galaxy Tablet that was promised to me. That is it. Nothing more, nothing less.

Business

Response:

Customer accepted a $200 credit to his cable account to resolve the matter (on 9/*/14).