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.

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: 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: 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: 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: 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).

Time Warner Cable has a system where they put customers on "promotions" to lock in a rate for only a certain undisclosed time period. When they are giving customers this rate, they frame it as giving them a lower rate, and do not explain that is a promotional rate that is set to expire. So, when the rate goes up a few months later unexpectedly on a customer's bill, the customer is confused and calls to see why. The TWC agent explains they were on a promotion that expired, and they then try to sell a different promotion, which is still at a higher rate than the last promotion, but a little less than the new, full rate charge the customer just received on their bill. This is the way TWC makes money from long-time customers. It is highly unethical. Further, since many buildings in the New York City area don't have any other option for people who live there in terms of cable and internet providers, TWC knows they have these customers whether the customers like them or not. So, they treat their customers poorly and gouge them money using this backhanded "promotion" system. In the past year, my TWC bill has gone up from 85/month to 150/month, and I have less services than I started with. That is also after many hours spent on the phone, online, and in the store with TWC employees to resolve these rate change issues. It's unacceptable and it needs to be addressed. Please do something about TWC's monopoly on this city!

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: 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: 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: 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: 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: 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: 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: 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 was charged for the childs play 5 and seed of chucky for a ppv rental but the second movie did not play. When I requested a credit I never received the credit.Desired Settlement: I would like to be refunded $4.95

Business

Response:

Credit of $9.90 was applied, in good faith.

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: 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: 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: Here I am at approximately 2:45 AM Tuesday morning and trying to use my telephone and fax lines for my law firm business and of course, there is no dial tone for either. These lines were switched over from [redacted] last month through what in my opinion were extremely "strong arm tactics" and manipulation and constant calling by Time Warner Cable Salesmen [redacted], [redacted], and [redacted], but ever since I have switched there have been "blackouts" such as these on the order of more than a few times per week, sometimes during the very busiest times of the day and night, causing me to no doubt lose tons of new callers and business leads and otherwise plunging my business into financial difficulty in an already tough economy. I have pleaded with these people to fix my services repeatedly, but after they sign you up for their (in my opinion) inferior and horrible phone/fax service, they don't care if your phone/fax lines work or not. This never happened ONE TIME with [redacted], where my services ALWAYS worked, without fail. Time Warner Cable has probably cost me tens of thousands of dollars in lost sales and lost revenue, and God knows what other damages they have caused me to due my inability to send or receive faxes or telephone calls to my and from my business. I complain here because at this point I don't know what to do anymore. Maybe the Revdex.com can help me.Desired Settlement: Refund for last months extraordinarily first bill of $337, repair, and this blackout situation NEVER happening again or else I should get free service all year round. Or they should pay for me to go back to [redacted].

Business

Response:

[redacted], of our Business Class Services escalation team, attempted to contact [redacted] and has left messages and voicemails with his staff to contact her. She also gave him some additional time to accomodate the Labor Day holiday as well. Not hearing back she mailed him a contact letter advising him that she'd been trying to reach him. She also noted that we are unable to guarantee that there will never be any outages in the area but that we do try to resolve outage issues as quickly as possible. If [redacted] had heard back from [redacted] regarding this issue she would have advised and updated him accordingly. In reviewing the account and our outage logs, [redacted] found no further outage issues after the complaint was originally opened. The last entries in our logs reflecting any outages in [redacted]'s area were from 8/**/14. If [redacted] still needs assistance regarding this matter, he may contact [redacted] at ###-###-####.