Time Warner Cable's New York City Region

Review: we had service issues for 6-7 months, TWC agreed to credit for 3 months, I have spoke to/chatted with more than 10 agents, the credit for 1 months was processed after having to wait 2+ months and receiving continued collection calls. and past due invoices, the remaining 2 months have yet to be processed. When chatting with the representative they tell me the matter has been resolved and we will be receiving credit and do not need to make a payment, then the bill arrives and nothing has been adjusted and we keep getting calls to pay our past due bill. we are also being charged late fees despite the fact that the services should be credited. I have told multiple twc representatives that I will not continue to pay additional fees when the credits have not been appliedDesired Settlement: I would like the current balance of the services updated to $0 and I would like to request that the harrassing phone calls stop. please make sure that the account is not marked as deliquent or past due.

Business

Response:

On 9/**/14 [redacted]

spoke with the customer's girlfriend and addressed the credit issue. She claims she was promised 3 months credit.

[redacted] advised that credits totaling $308.64 have been applied and offered a final $62.64. She reluctantly accepted.

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: [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 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).

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.

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!!!!

Review: I moved from one house to another house within a five block range (not that the distance matters), so I called Time Warner to change my address and to move my Internet Service (I only have Internet Service through them, I use Direct TV for television). A month after I moved I realized that I haven't been charged for my bill so I called up and at my surprise they told me that my previous account was closed, my automatic bill paying was cancelled, and my due date for my bill was changed, ALL WITHOUT EVEN TELLING ME WHEN I ORIGINALLY CALLED TO CHANGE MY ADDRESS, NOT A FOLLOW UP PHONE CALL TO TELL ME THIS, AND NOT EVEN A SIMPLE EMAIL TO EXPLAIN THIS TO ME. When I moved my Direct TV, my account remained exactly the same, my automatic bill payment remained as did my due date! The representative I spoke to, in order to change my due date back to my previous bill date wasn't able to do so (which was my main concern since I've always had my automatic bill dates coincide with my pay checks) so I asked to speak to a [redacted], that is, a lady named [redacted] WITH EMPLOYEE # [redacted], she put me on hold for a long period of time and told me she didn't think that this due could be changed back and that I should try to go to my local Time Warner office, without guarantee that this could be done at the local office (so basically she said that I should take my time to go to a local Time Warner office to inquire if this could be done without guarantee that it can be done and that I just may be going there for no reason at all. The fact that she didn't know for sure what I could do to fix this and told me to give my local Time Warner office a "shot" is unbecoming from a [redacted]). When I asked who I could speak to that would know for sure what course of action I may take, she said "there is no one else I'm the highest person that you could talk to" so I responded by asking for the number for headquarters/corporate and [redacted] WITH EMPLOYEE # [redacted] said she didn't have that information and that I should look for it on the internet! At this point I had no choice but to hang up on her because it was apparent that Customer Satisfaction was completely of no concern to her or Time Warner since she was the [redacted] WITH EMPLOYEE # [redacted]. What a disappointment and no wonder why some many people that I know are leaving Time Warner and going to other Service Providers.Desired Settlement: I would like my due date to be changed back to the [redacted] of each month which it always was at and which is the date that coincides with my pay checks. Thank you Revdex.com!

Business

Response:

On 2/**/14 [redacted] left a voice mail message noting the due date is based on the date the services were installed and as a result, cannot be changed.

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 isn't able to move my due date to my previous due date which I had before I moved. Simply because I moved my account was closed and reopened and my automatic billing and due date were cancelled and changed without notice to myself, the customer!

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

Sincerely,

Business

Response:

As we noted in our prior replies, the billing and due dates on a customer’s account are actually determined by the customer. The date is the result of the date services are installed. We begin billing the customer on the date of install for services, on a monthly basis.

At this time we cannot change the billing/due dates as they have been established by the date of installation. The program, part of a national model, is set up so these dates cannot be changed or altered. This is necessary to protect our customers and to preserve the integrity of the system. Exceptions cannot be made as we cannot, in effect, “tamper” with the system, even at a customer’s request.

This is especially significant as we offer not only Cable TV but also High Speed Online service and Phone service.

We regret that we cannot accommodate this customer’s request and we hope he will understand our limitations (and the reasons behind them) in this area.

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 Cable is unprofessional, as stated in previous responses for not being informative in regards to significant changes to my (the customer's) account; that is, closing and opening my account, changing my billing due date, and discontinuing my automatic bill pay, all without a simple email or phone call. Nonetheless, correspondence via email are always sent for purchase of new products and to upgrade my services, what a conundrum.

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

Sincerely,

Review: I went to my sister, [redacted], to call for me from her house and she called while I was present and explained that the bill was too high, that was in the beginning of march, 2014. the bill was $ 226.07. The time warner representative informed my sister that the reaon it was high was because he had tripple play with time warner. I said that I don't have tripple play, meaning no phone, only internet and cable. I mentioned to the lady that I called because one of the cable boxes was not working, and when the guy came he told me to get a faster internet, and that is what I agreed to. next thing I know is my bill coming so high and when my sister called for me I find out I am being charged for service I do not have. My sister and I were talking to time warner agents for more than one hour because we kept being transferred from one person to another telling us that is the next person that deals with fixing the bill and putting the cable service back to the way it was previously. Today, March **, I called them at my sisters house and again the representative was being very rude trying to put the blame on me saying that I authorized phone service that I do not even have. and that I authorized that through a third party which is also not true. My sister requested a [redacted] and that lady was not being very helpful either . The reason I called today, March ** is because the bill is $ 389.57 because the $ 226 bill was not adjusted. On this bill it shows the 226 plus the new bill of 151 dollars plus tax, totaling $ 389.57. The so called [redacted] said I was given a credit already and that is not trueDesired Settlement: I would like that bill reduced significantly by over 100 dollars to this bill of $ 389.57. This bill is nt my fault and the whole bill hasn gone up out of wack. I was being charged without knowing that I had that and that is tricking customers. On top of that, today's representative was rude and affirming purposely saying that I approved for phone service when I never did. I have phone service with sprint not with time warner and for around two montha I have been charged for service I did not utilize.

Business

Response:

On 3/**/14 [redacted] spoke with customer and advised him that his bill/account have been corrected. His current balance is now $43.36 and he will see corrections/adjustments on his next billing statement.

Review: unlawful charges for service( TV & internet) after service was discontinued & equipment returned including reporting false charges to credit bureausDesired Settlement: remove unlawful charges including correction of credit reporting facts

Business

Response:

On 7/**/15 customer was advised a credit of $59.47 had been issued to resolve the billing dispute. Customer considers the matter resolved.

Review: Time Warner cable had provided poor internet service and had promised to credit my account, which they never did. I subsequently tried to cancel service, and they transferred me around 3 times and disconnected me all of the 5 times I called. Every time, they transferred me at least twice, sometimes 3 times before disconnecting me.Desired Settlement: I wold like them to pay the $106 that they promised me as a credit when I did not have adequate service. I should be compensated for the opportunity cost of my time which has been hours on the phone.

Business

Response:

Customer has closed account as of 9/**/14, $58.95 refund is being processed. TWC apologizes for the difficulty.

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: 1.

Since the beginning of August my mother has not been able to get the Weather Channel on her Digital Cable box. It appears to be the only channel that isn't working. My mother has called and spoken to a few TWC reps, who said they would get back to her with help and haven't followed through.

It is now the [redacted] day not having a channel that she's already paying way too much for. It's not coming in on any of the 3 stations. My family is old school, and as far as I remember, that is how the day has always been started, with the Weather Channel on.

2.

That last complaint probably seems like small potatoes, but to make it even worse we lose connection to the Internet and Digital phone about 3 times a week. We live in an area where there is NO cell reception. So losing the digital phone especially becomes an emergency related issue, as my father is a diabetic and has heart problems. I've called TWC and went through the process with their automated assistant, who goes about telling me there doesn't seem to be a problem with the service. Not to mention, I'm a college graduate frantically working to find a job, and my means to do that is, THE INTERNET.Desired Settlement: We would like Time Warner Cable to refund us for the service for the Month of August, and find out why the Weather Channel isn't working and take care of the issue promptly. We would also like TWC to diagnose the reason as to why my neighborhood keeps losing internet and digital phone.

We expect full follow up reports on the issues, and the solutions that we will experience to resolve the problem.

Business

Response:

[redacted] of the Time Warner Cable Agency Response Team assisted [redacted] in this matter, confirming that his internet service was operating satisfactorily, and arranging a service call for 9/*/14 to address the missing channel concern that remained. The appointment was completed as scheduled with the technician addressing wiring and amplifier issues. [redacted] applied a $100 credit in good faith - this adjustment will appear on his next billing statement, which is to be issued 10/*/14. [redacted] left a follow-up message for [redacted]. If he needs any further assistance regarding this matter he may contact [redacted] at ###-###-####.

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.

[redacted] was very helpful during this conflict, and things seem to be in working order. We certainly appreciate the haste put into the solution, and Time Warner Cable will be this prompt in the future.

Thanks again!

Sincerely,

Review: Internet is intermittent. Modem Router combo will stop working 5 minutes many times per day. I never get the results I paid for using speedtest dot net.

Cable box freezes .

When I called to ask to fix there are only small times during the day a week in advance and then want an undisclosed amount of money for coming. So I will have to negotiate with the repairman. How much will they charge?Desired Settlement: $200

Business

Response:

I advised [redacted] TWC does not charge for repair calls and I offered to arrange repairs. [redacted] will contact me directly for assistance.

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 agent stated that agent would come to my property and look at equipment. This is neither solved nor unsolved.

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

Sincerely,

Business

Response:

On 7/**/14 a TWC crew was advised customer was not ready for service and would call back when ready. TWC will reschedule with customer's approval.

Review: this is to notify the Revdex.com of TWC of NY & NJ unacceptable service practices on record to date. I have been a time warner cable customer for over 13 years .. while the service of there product is circling the drain I pay out close to $300 a month. that being said they have had service outages in past usally a few hours at most sereval times a year . but this has been going on since 3 am 6/**/14 and still continues at this complaint to the Revdex.com . where I cannot access my on demand channels and other channels are broken up and or have not sound. these are channels I pay for in my monthly package. I have called them 4 times and they want you to unplug all cable boxes in home . only to tell you still we cannot send no one to your home cause its a service outage. then with all that being said to me why did they want me to unplug all the cable boxes for the fourth time. if they know in fact this will not work . what was it all for their entertainment at the customers expense . if I could get another cable carrier out here where I live I would. I remember when [redacted] was coming to neigborhood in limited area. time warner sales rep was down here saying this is times warner area. so that being said that gives time warner the right to take advantage of their customers cause the belive they corner the market in cable internet and phone in my neigborhood. I am at my wits end with this companyDesired Settlement: refund for days service not provided for and for them to keep their end of the service agreement up. cause if it was me they would haul me into court for not paying my bill . they are taking my money for non rendred services.

Business

Response:

On 6/** and 6/[redacted] has called, there has been no answer and no voice mail. The area issues have been resolved, however, we cannot contact customer.

Consumer

Response:

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

[Your Answer Here] I do not have my voicemail set up to return calls . therefore I seen that time warner has called me its on there caller ID on my phone. from there general number inwhich I did call back .who do I follow up with since this is still a open complaint and the repersentive I was speaking with informed me they are still are working on system upgrades. ergo thats why there was system interuptions that still intermitterly continue to this day. do they come to my home now or still tell me they are upgrading my system. I need a answer calling me twice from time warner when they have my email and they do. since they send a bill that way as well they can send me a message that way to contact them to solve this ongoing proplem . this is still ongoing as 6/**/14

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

Sincerely,

Business

Response:

Customer can reach [redacted] at ###-###-#### (or a member of her team) Monday through Friday, 9 AM to 5 PM.

Review: I have been a customer/subscriber of Time Warner for many years, paying for internet, cable TV and phone service each month. I have 2 problems with Time Warner regarding my ongoing subscription:

FIRST PROBLEM: I have been requesting a "Time Warner Cable" account (the email address which comes with my service) since last December (2012), and have yet to be set up with one. I have made numerous calls to Time Warner customer service in the 11 months since, and am told each time that someone else will fix the problem and/or set up my account. Until I am set up with this account, I can not use the Time Warner WIFI hotspots that are supposed to be included with my service and are heavily advertised by Time Warner.

SECOND PROBLEM: I have been complaining of service issues with my internet service and cable TV service since January. My TV service intermittently freezes, blacks out and displays a corrupted picture when I am watching TV, and my internet service cuts out and becomes inoperable. Despite several calls and visits from technicians over the last 10 months, the problem persists. My phone service was completely inoperable for a few weeks in August, which is the only service which I was actually credited for.

I resent paying for such an expensive service which has not worked properly for 11 months and where I can not use the WIFI hotspots which come with my service.

Every technician I speak with has a different explanation as to why my service is poor, not working or "not going to be fixed today". Also, Time Warner service calls have been cancelled by Time Warner without notice, causing me to wait around for appointments just to find that nobody was coming that day.Desired Settlement: FIRST: set up my Time Warner Cable email account so that I may use Time Warner WIFI hotspots.

SECOND: I want one month's bill credited to my account - for all the unfixed intermittent service for the last 10 months, and inability to use Time Warner WIFI hotspots.

THIRD: I want my monthly service charges to be reduced to Time Warner's current promotion of $79.99 per month for 12 months for their "Triple Standard TV & Basic" plan.

Business

Response:

On 11/**/13 and 12/*/13 [redacted] left messages, voice mail. To date there has been no reply.

Review: On May [redacted], 2:13 PM I receive an unsolicited call from a time warner cable representative. This person (sadly I did not write down his name) told me that TWC was reaching out to customers to try to give them a better deal on their services because they have received so much negative feedback and realized they're pricing and customer service was below par. He told me he would be happy to look into my account and see if I was eligible for a better package. After spending about a half hour on the phone with him, him spending about half of it putting me on hold and the other half answering my detailed questions on this new package being offered. He explained that the total price for this new package would be 119.99, and would include preferred cable, turbo internet, phone, DVR, free wifi router (if wanted, I declined) and HBO/CIinemax for a period of 3 months for free. I asked him multiple times, does this include all equipment charges, fees and taxes. He said yes, everything but not taxes. He said with taxes this new and improved package would save me money because it would only come to $125 a month, less than I currently pay. This deal would be offered to me for 12 months, no contract required. After confirming the details with him again, I agreed to move to this new package. He then insisted I need to have a technician come out to my apartment to receive this new services. I explained to him that I only moved on 5/* and a technician was on site to set everything up then, was it really needed. He said he would set it up and the technician would call me to confirm if the appointment was really needed. On Tuesday, after seeing that TWC was $5 cheaper to not have phone, and that I didn't even want phone service anyways, I called back to see if I could alter my package to receive a better deal. To my shock and dismay, the representative told me that this new package I was singed up for would actually cost me about $150 a month because equipment was not included. I was then transferred to their Customer Solutions group. He told me the same thing, actually bumping up the monthly charges another couple of dollars. He asked if he could put me on hold for a couple minutes while he checked it out. 25 minutes later he finally returned to line and said sorry, he couldn't do anything about it after spending about 40 minutes of my time. I called back again later that day, and asked to speak to a [redacted] or [redacted]. The person refused, and insisted he try to resolve the issue. After having to then explain the whole situation another time, he informed of additional fees I would be paying for deposits on phone equipment, installation fees, a truck something or other, none of which had ever been previously disclosed to me. His solution was that I proceed with this order and then try to get it credited back to me after. I informed him this was unacceptable and said I would like the order canceled because it was crazy that a call from TWC that was supposed to improve my service and save me money was costing me more and turning into a giant hassle. As he was attempting to cancel this work order, after my constant pleading that he may be able to take $5 off my bill for 6 months. As we were discussing this and he worked on my order cancellation, the line was disconnected (approx 35 mins into the call). Despite being asked to provide my phone on at least 3 occasions, the rep did not call me back to finish the issue at hand. I then had to call TWC back again, sit through their required automated system, wait for a rep, be transferred to the right customer solutions group again, wait again, to be told that TWC, a company that provides phone service to millions, does not have the capability to transfer a phone call from one rep to another, so it was impossible to transfer me back to the person I had already spent all my time explaining the issue to and working it through. At that point I asked for a [redacted] who again refused to do anything other than ask me to start all over again to see if she could help. At this point, after spending well over 90 mins on the phone I told her she could not help then and I would purse other routes.Desired Settlement: After being flat out lied to about the services I was being offered to make up poor service in the past, I would like to actually receive discounted service and to have clarification that my account issues are actually resolved.

My confirmation number I was given when I first spoke to this rep about this "great" offer was [redacted]

Business

Response:

On 5/**/14 [redacted] confirmed the customer's current discounted package and issued a credit of $142.95 to resolve the billing issues.

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: Very Early in the AM of May [redacted] out Internet, Voip Phones and Cable TV went down, leaving us - MOST IMPORTANTLY without Phone or Internet Service. We both run small businesses, with a web presence and as such need reliable internet and phone service. We reported the outage at 8AM on May **. We were told the whole area has an outage. (Turns out to be the entire block) We expected it would take several hours to fix. It is NOW MAY [redacted] at 6PM and we STILL have NO PHONE or INTERNET. (Cable TV seems to work since May [redacted] PM,) We had a little bit of intermittent internet on May [redacted] maybe 7 - 12 minutes altogether- then dead again. All we get from TWC is "oh we're sorry it's an outage and we are working on it" that is if you get a person on the line. Then yesterday evening suddenly- " Oh it's an upgrade!" and "we notified you" NO TWC DID NOT NOTIFY ANY ONE ABOUT THIS DISRUPTION IN SERVICE! We were told last night that "83% of the buildings have this internet back on, 88% have TV back on" WE don't believe this, but we DO BELIEVE TWC is LYING, both about the scope of the Problem and WHAT EXACTLY THE PROBLEM IS. I have had to go out and spend 168.00 on a hotspot device and $30.00 for each 3 Gigs we will use - THIS IS OVER AND ABOVE THE $99.00PLUS TAXES THAT WE PAY TWC per MONTH on whatever ** "special deal" we we able to re-up on.

TWC has given us NOTHING but problems since cable TV service was added in September. We would LOVE more than anything else to be able to DITCH TWC. But we have NO CHOICE since that is what our building is wired for. So even though they are not a Monopoly - technically, HERE, they are. Time Warner Cable is the most awful customer experience we have EVER HAD.Desired Settlement: Full financial reparation for our LOSS OF WORK ($200.00 each- per week day) plus full financial reparation for additional expenses accrued in the purchase of a hotspot and Data ($213.00 to date without taxes.)

As well as full refund covering TWC Downtime FOR ALL SERVICES.

An explanation of WHAT is actually going on as well as an ACTUAL ETA as to when the issue is going to be fixed. We received NO warning of downtime from TWC and the above will barely cover the inconvenience and downtime to our respective businesses.

Business

Response:

customer has accepted a one month credit of $67.08 as the service was only recently upgraded.

Review: I switched from [redacted] to Timewarner when moving to [redacted] on June [redacted]. At that time, Timewarner promised a $300 Visa reward card for making that switch without giving a timeline or any requirements that needed to be satisfied. By July [redacted] I hadn't received the rebate card, I called them and the customer service Rep stated "give it two more weeks".I called again on July [redacted] when the customer service Rep [redacted] then tells me that we were "supposed" to send our last [redacted] bill to them within 30 days of installation. This requirement was never mentioned before. [redacted] also stated that she is "confused" and gave me a phone number to call regarding the rebate (###-###-####)- this number turned out to be busy consistently. I called Timewarner yet again today and the other rep who answered gave me another number to call for the rebate/gift card (###-###-####)- this number was disconnected. Both customer service reps did not have correct information and the Rep who took the info when I switched from [redacted] never gave any requirements to be met such as the last bill from [redacted] within 30 days of installing Timewarner. The TV ad and USPS mail promotions continue to fill my mailbox and airwaves, please look into this company employing false advertising while there have been a few days of "internet outages" in my neighborhood with no reimbursement or apology for the inconvenience they have caused.Desired Settlement: Timewarner should not employ the false advertisements regarding this $300 rebate/Visa gift card unless they make the requirements clear and give a timeline regarding when the gift card should be received. Also the customer service reps should be familiar with basic information such as the correct number to give out when receiving complaints about this issue.The settlement that I will like is the $300 that I was promised without any requirements having been made.

Business

Response:

On 7/**/13 [redacted] applied a $300.00 credit to the account to resolve the issue. Customer accepted.

Review: For the past four months starting at mid month, I have been receiving several phone calls a day, three to five or more a day from Time Warner Cable. At first thanking me for my payment, or asking if I want to upgrade my service, or telling me that my bill is past due. I have been a TW customer since November of 1995. With a few exceptions, I have always paid my TW bill by the first or second of every month. Prior to four months ago, TW Cable rarely called my home phone, suddenly they have made it a practice to call, starting around 8 am to 7 pm Monday thru Friday. I have contacted TW and told them that they need to cease these collection calls. That they will receive my payment on the first when I get paid. They insist that the payment has to be in mid month or they will charge me a late fee. I asked if they can change the due date for the 1st when I can pay my bill they said no. I work at home, the phone calls are an annoyance, more often then not when I pick up the phone. I get static on the other line or an automated message. When I do get to speak to a person, they will say they will put me through to a supervisor and then I am cut off. Please help...Desired Settlement: To change my billing to the first of the month so I do not get charged a late fee, and most of all, I no longer get a half dozen or more calls a day.

Business

Response:

On 7/**/13 [redacted] left messages at both numbers, there has been no reply.

Review: My problem is that I have been a Time warner cable customer for many years. I was paying $112.23 for a year with DVR included. Now my monthly bill is $140.00, I received no warning, no letter, no phone call that my bill was going to be raised. I called time warner cable numerous times about this issue, but the representative stated to me this is the lowest plan that she can help me with, I viewed time warner cable website package deal and found out that that was false information she gave me. The representative was rude, she had me on hold for approximately 49 minutes, and the issue was still not Resolved. That's why I'm writing the Revdex.com for help.

I am a disable female on a fixed income ever month. I need the triple play because of the phone service, and the internet also just in case I need to find help with my disability. I also can provide proof if necessary. This amount of money is not fair to people on fixed income, because it's to expensive and it just keeps getting higher and higher, I only have one cable box, one phone, I don't Even want wi fi.

I always wanted starz channel with my package plan, and if you review my account I never had it, because I could never afford a movie channel, because time warner cable are to expensive for me, and it's so so sad to people like my self. And that's why I'm writing this letter to the Revdex.com. If my bill is not lowered and I don't receive a better package deal, I plan to write to the disability Act, I'm also going to cancel my services and tell my family and friends to cancel time warner cable services and inform others that there are cheaper carries cable company that would better fit your budget.Desired Settlement: I would like to be compensated with starz keep my DVR, or just a cheaper rate of $140.00 a month. It has to be something done.

Business

Response:

Customer is now being given free DVR for 12 more months (a savings of $12.95 per month) and an additional disoiunt of $7.00 off for six months.

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 feel that people with any type of disability on a fix income that can provide proof like myself, should be granted a cheaper bundle package. I see that if you was in the military you are entitled to a special bundle package that is cheaper, why shouldn't that discount apply to disable individual, it's not far. You gave me a saving of $12 watch is practically no saving it's an insult to me after the long waits of holding, the long waits of being bounced around to different department's, speaking to different representatives and receiving different answers and different packages and different solutions from different custom service representative. And I been a time warner cable for years, so no I'm am not please with the out come, sorry.

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

Sincerely,

Business

Response:

TWC does not offer discounts based on disabilities, age or other criteria. TWC offers discounted packages to all customers and rarely, if ever, charges the full retail rate for services rendered.

Review: To Whom it may concern,

I contacted TWC to receive The Triple Package, including Internet, telephone and cable service. they estimated a price of $160.00 including taxes. Free installation and no extra hidden fees. A few days ago I received a bill stating that I need to pay for $378.66 and it was due immediately. I did added an extra channel afterward for approximately $15.00 but this doesn't even come close to what we originally discussed.

I did called them two separate times and both times the call was dropped or they hung up on me. I even asked the second customer service lady to please call me back if for whatever mysterious reason our called was lost. Two days later and I'm still waiting for that call.

The last customer service representative said that they are charging me for installation and a two month in advanced fee. This was never informed to me when I order the cable package.

I called them twice, I tried to use their message system but it's obsolete. No one ever called me to rectify these problems. I'd like to pay my bill and rectify this problem without further delay.

Very Sincerely,

[redacted]Desired Settlement: For TWC to call me and to agree to what was promised.

Business

Response:

On 10/**/14 [redacted] sent a contact email, to date there has been no reply.