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: 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: I have 3 complaints against Time Warner Cable, not 1. 1) Since I signed up with Time Warner Cable about 3 years ago I have had problems off and on. Finally about 2 months ago they sent a supervisor with the technician. It turns out that when they installed my cable 3 years ago they simply used the cables that where there for at least seven years from [redacted]. Thankfully they fixed this issue, I just wanted to lay the foundation of how Time Warner Cable does a job. 2) On June *, 2015 I signed into My Account on Time Warner's website to pay my bill. I was able to access my account, however there was an error message stating that my billing was unavailable. I called Time Warner on Monday, June *, 2015, and as of today the error message has not been fixed. I have made at least 3 hours worth of phone calls for this issue. Since I am on paperless billing, I am receiving no bills. When I asked to be removed from paperless billing I was told it is to difficult to do??????? Time Warner has signed into my account and they get the same measure so it has nothing to do with my computer or the 4 other computers I tried signing in on. 3) This is by far the issue that I am most unhappy with. Approximately 2 months ago I called Time Warner Cable to cancel service as my bill had risen over 20% after I was told my bill was good for 6 months. I spoke with a supervisor in Time Warner's retention department who made some changes and guaranteed me that my bill would be $145.00 a month for the next 12 months. First bill was ok, 2nd bill (told by operator since I can't see bill) has increased to $170.00. Called Time Warner and was told that there where discounts that, a SUPERVISOR OF TIME WARNER CABLE was not able to have knowledge of, had expired. There response was basically, too bad, but we will sign you up for a $150 gift card. A gift card that as of yet I have received no email of, and since I only have limited use of "My Account" can't see there either.Desired Settlement: Situation 1) I hope they explain to their installers the importance of doing the job right the first time. Situation 2) Fix the problem. As a major internet provider this has taken entirely to long to repair. If they are not capable of repairing the problem, take me off of paperless billing so I can see a bill. It is evident I need to check my bills carefully. Situation 3) Be honest and quit being dishonest with customers. Honor the contract you entered into with me. Yes! A verbal contract is a contract. If you tell me a price I actually believe you will honor that.

Business

Response:

ms. M[redacted] spoke with [redacted] on July **, 2015 and was advised that his services are working to his satisfaction, He considers this matter resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution to number 1) and number 2) is satisfactory to me and the matter has been resolved. As for #3, I as of yet received my new bill so I can not say that has been fully resolved.

Sincerely,

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: During Dec 2013 the NYC airways were inundated with TV ads from TWC stating " if you upgrade your service to the triple play you would receive a Samsung note 8. This is what enticed me to switch,so when I called to switch from Verizon to TWC, I asked several times if I was going to receive this item. I was told,

"Yes" by the person ( [redacted]) who was taking my order. She stated, " all you have to do is make sure you pay your bill for the 2 months after you begin service and you will receive something in the mail to tell you how you can receive the gift"

I made several other inquiries about other things but always asked whomever I was speaking with when I was going to receive the gift which I was assured I would receive if I placed my order with TWC.

On one of the web chats one of the persons( [redacted]) typed that the Samsung note 8 was not being offered in my area???? My service area was going to get the Samsung 7?? I typed that was not what I was told. I typed that is a bait & switch & that I was going to contact the Revdex.com.Desired Settlement: I want what was advertised

Business

Response:

On 3/**/14 [redacted]noted the Samgung 8 is offered to Signature Home customers. **offered a goodwill credit of $100 to resolve the dispute. Customer accepted.

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 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: 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: billing and service dispute.

I signed up with Time warner cable after speaking with a sales person. I asked him what the total cost were he said it was $139.00 a month plus taxes and fee's. Shortly after instillation we begin to receive multiple calls per week for the office of the person the number used to belong to. I tried to call the sales person and left numerous messages and he did not return my call. Shortly after the first bill came and I was for over $300.00 once again I tried to call the sales person. He has yet to return my call. I am not getting calls from a collection agency asking me for over $6000.00.Desired Settlement: I would like to have my balance of what I reduced and service reinstated at the $139 rate and be given a new phone number that won't be called mult times per day.

Business

Response:

The account, a Business Class account, was correct. Account closed for non-payment and subject to Early Termination Fees (customer signed a 3 year contract).

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: 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: a time warner customer service rep name will introduced me to time warner cable and offer me free instalation if quailifed on novemebr and to be scheduled for instuation nov **... on the day nov ** the cable installed informed me that my credit score was to low to recieve free instualtion I informd him that I wasnt able to pay the deposit up from and to jus cancel my service.. I recieved a letter from time warner cable that I was unable to have service until a deposit was paid up front due to my low income score..... on dec * a cable tech knocked on my door saying hes here to install cable I informed the tech I dont understand why he is here that my service was canceld back in novemeber and I refused to let him into my apartment.. on dec ** I recieved a bill statmenet saying my bill for the month of dec is due ... I called time warner cable and ask why I have a bill and I dont have any service.. the rep stated it showed on the computer that I have full serive plus instuation.. I nfromed her that I do not I was told I have to make a deposit and the depsoit wasnt paid so how can I have service.. she told me the rep will set this up using my information witthout my approval so he can get the sales commp.Desired Settlement: I want all of this to go away and non be on my creidt score because I do not have the time warner service

Business

Response:

On 12/**/14 [redacted] left a reply message, voice mail, home number. To date there has been no reply.

Consumer

Response:

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

I am rejecting the business response because I did not recieve any call from the business . My telephone number is [redacted] I would like the business to call me again so that this matter can be resolved

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

Sincerely,

Business

Response:

On 2/**/15 [redacted] was unable to reach customer by phone, a follow up email was sent. To date there has been no reply.

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: Time Warner is our internet provider. Our office uses VOIP phones (through a different provider) on the Time Warner internet. In the 6 months, we have had multiple outages in our area's internet, a replacement of the grid area's battery supply and many unexplained outages. In the past 12 weeks, I have been on the phone with Time Warner trying to get my internet working at least 1-2 times a week. When I finally accepted that nothing with the internet would change after having countless on site and over the phone techs attempt to correct the problem, I decided to get a landline put in. The tech who "installed" it, didn't really install it. We had old hardware which was there and he lied and told us that we had the new modem installed and were ready to go. When we realized that it was not working, we had another tech come out who told us that the modem there was old and it was hooked up to old wiring. I now have to have a tech come on a THIRD time to hopefully properly install my landline. My office is a Surgical Center. My patients can not contact my office if I do no have a working phone. This has surpassed a extremely inferior lack in service and is now compromising my patient's care.Desired Settlement: I want my internet and landline fixed. I would like a refund for the past months lack of service and I would like compensation for the extreme accommodations my office has had to make in order to maintain phone contact with my patients as well as the business revenue losses I have incurred with patients who were unable to reach me because the phones were not working.

Business

Response:

We had a technician come out to the site. He resolved any problems with the BCP and did not find anything wrong with the HSD connection. Gave [redacted] my contact information should any other problems arise.

Thanks,

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:

As of yesterday, August **, 2014, we were again having problems with out internet not maintaining strength. I have left a message for [redacted] about this issue. I am not satisfied with the response we have received as [redacted] made arrangements for a tech to come out last Wednesday and Thursday, I made arrangements to have an employee there for this appoint and the tech never showed. The tech did come on Thursday and we only had a temporary resolution with our internet issues as yesterday we were having more problems.

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

Sincerely,

Business

Response:

Repairs were finally completed today, access was given. Customer has contact information for TWC's Business class unit to discuss credit.

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:

Repairs were made as far as replacing the modem. That may not necessarily fix the problem. I will not accept this resolution until it has proven to correct the lack of stable. There is still the issue with the wire being re-ran. The tech said that if the modem doesn't fix the problem, they will have to re-run the wire. I will contact [redacted] tomorrow to discuss the credit. And back up plan should this not work.

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

Sincerely,

Review: I HAVE BEEN A TIME WARNER CABLE CUSTOMER FOR SOME TIME. WHEN I FIRST SIGNED UP FOR SERVICE I HAD A BASIC PACKAGE WHEREAS MY BILL WAS $164.00 A MONTH. ON MAY * 2014 THE BASIC PACKAGE ENDED AND THIS WAS UNBEKNOWNST TO ME AND TIME WARNER CABLE PLACED ME INTO WHAT IS CALLED AN EXTREME DOUBLE PLATINUM PACKAGE. I WAS PAYING FOR SERVICES I NEVER KNEW I HAD AND ALSO A PACKAGE CALLED THE WHOLE HOUSE HD DVR WHEN WE NEVER HAD A WHOLE HOUSE FEATURE WHERE IT COULD BE UTILIZED. TIME WARNER CABLE HAD TO CREDIT THE ACCOUNT TODAY OF $31.00 DUE TO THIS BECAUSE I HAD NO KNOWLEDGE NOR DID THE SERVICE WORK IN MY HOME. I HAVE BEEN STRUGGLING TO PAY THIS BILL WHEREAS MY SERVICE WAS EVEN INTERRUPTED BECAUSE I WAS ROLLED INTO A PROMOTION THAT I NEVER AGREED TO WITH TIME WARNER CABLE. NOW I RECEIVED A DISCONNECT NOTICE FOR THANKSGIVING DAY THAT MY CABLE WILL BE DISCONNECTED FOR A TOTAL OF $410.00. I FEEL THAT I AM NOT RESPONSIBLE FOR THIS BILL BECAUSE I DID NOT AGREE TO ENROLL IN THIS PACKAGE. THE REASON WHY I BECAME AWARE IS BECAUSE I QUESTIONED WHY WAS THE BILL GETTING HIGHER AND HIGHER AND IM STRUGGLING TO PAY THIS. I AM A [redacted] THAT IS ** YEARS OLD AND I HAD NO CLUE THAT I WAS BEING DECEIVED IN BELIEVING THAT I HAD BEEN PAYING FOR A PACKAGE THAT I ASSUMED WAS THE PACKAGE I AGREED TO WHEN I FIRST SIGNED UP. I WOULD LIKE FOR REIMBURSEMENT ON MY BILL AND FOR TIME WARNER CABLE TO GRANT ME THE COURTESY OF NOT DISCONNECTING MY BILL ON THANKSGIVING DAY.Desired Settlement: CREDITED FOR THE ENTIRE BILL OF $410.00 AND NOT TO HAVE MY SERVICE DISCONNECTED ON THANKSGIVING DAY.

Business

Response:

11/**/14CUSTOMER STATED HER MOTHER DIDN’TUNDERSTAND THE BILL ALL THE WAY BACK FROM MAY. I ADVISED THERE ARE NOTES INDICATING CALLS ABOUT THE BILL MONTHLY ANDTHAT WE DO SEND A PRINTED STATEMENT. ADVISED NO ADDITIONAL CREDIT WILL BE GIVENAND 12/** THERE WILL BE AN INTERUPTION IN THEIR SERVICE IF NO PAYMENT IS MADE** (B HELP DESK).

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: 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: The customer service reps have a big issue with providing the wrong information to your customers. I have called several times to inquire about the termination of my contract. Several times because I have been told something different each time I called in. The only bit of information that was the same was the termination date on the contract which was October per several representatives. It is now October and I called AGAIN to disconnect service and was informed that the contract in fact ended in June! I would have NEVER continued to pay for services an extra 4 months for no reason. I also informed several representatives that I misplaced the original contract- Hence the reason why I called in to find out the date. I also requested a copy of the contract which was never received. This is very poor business and I am very upset about this. I have told representatives several times that I could no longer afford the service and I continued to pay $174 a month for an extra 4 months for no reason!Desired Settlement: The current remaining balance should be waived off the account. And out of courtesy I should be refunded at least a portion of my previous bills. I have not been using the service. Also, your customer service representatives need to be re-trained and learn how to put comments in the system EVERYTIME a customer calls.

Business

Response:

Good Afternoon,

Issue Resolved. [redacted] wanted to be backed dated until July regarding her disconnect. She was told her contract didn’t end until October but actually ended in June. Unfortunately we cannot back date her as requested. She has access to her contract as well as she was given a copy. The contract end date is located on the contract therefore we cannot back date to June, due to negligence on the customer's end. We did back date to 9/**/14 as noted in [redacted].

Thanks,

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 is VERY unprofessional. The whole reason I called was because I misplaced the original contract. The whole reason why I called customer service to find out when the contract terminates. Again, the WHOLE REASON WHY IM ISSUING A COMPLAINT BECAUSE OF CUSTOMER SERVICE WHO TOLD ME THE WRONG THING. This again is a customer service issue and should not be a fault of the customer. And no, I cannot provide names and/or exact times of when I spoke to each rep as I was asked for when I was called who keeps record of all of that??? That is not my problem. Your customer service should be documenting EVERY SINGLE CALL even if a customer just called to say hi! Now, because I trusted a company to do the right thing I get screwed in the end? That’s NOT professional at all. ]

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

Sincerely,

Business

Response:

TWC goes to great lengths to see that employees document accounts and account for their actions. TWC regrets the customer's dissatisfaction and apologizes.

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: 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,