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Time Warner Cable Company

Additional Locations

Phone: (330) 633-9203 View Additional Phone Numbers 530 South Main Street  Suite 1751, Akron, OH 44311 View Additional Email Addresses http://www.timewarnercable.com


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Time Warner Cable Company include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 319 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

319 complaints closed with BBB in last 3 years | 86 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 112
Billing/Collection Issues 36
Delivery Issues 54
Guarantee/Warranty Issues 5
Problems with Product/Service 112
Total Closed Complaints 319

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Time Warner Cable Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: September 27, 2004 Business started: 01/01/1967 Business started locally: 01/01/1967
Business Management
Ms. Carol Jagger, Area Manager Mr. William Jasso, Vice President of Public Affairs Mr. Don Jensen, Vice President of Customer Care Mr. Tom Might, President
Contact Information
Principal: Mr. Tom Law, Director of Finance Operations
Business Category

Television - Cable, CATV & Satellite

Alternate Business Names
TCI Cablevision of Ohio Inc. Time Warner Cable Time Warner Cable Northeast Time Warner Cable, Billing Questions Repair S Time Warner Cable, Repair Service Warner Cable

Customer Review Rating plus BBB Rating Summary

Time Warner Cable Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1575 Lexington

    Mansfield, OH 44907

  • THIS LOCATION IS NOT BBB ACCREDITED

    1655 Brittain Road

    Akron, OH 44310

  • THIS LOCATION IS NOT BBB ACCREDITED

    1742 Georgetown Road
    Suite F

    Hudson, OH 44236

  • THIS LOCATION IS NOT BBB ACCREDITED

    1848 State Route 59
    PO Box 189

    Kent, OH 44240

  • THIS LOCATION IS NOT BBB ACCREDITED

    2650 Weir Road

    Warren, OH 44483

  • THIS LOCATION IS NOT BBB ACCREDITED

    37 Midway Plaza

    Tallmadge, OH 44278

  • THIS LOCATION IS NOT BBB ACCREDITED

    530 South Main Street
    Suite 1751

    Akron, OH 44311

  • THIS LOCATION IS NOT BBB ACCREDITED

    535 East Turkeyfoot Lake Road

    Akron, OH 44319

  • THIS LOCATION IS NOT BBB ACCREDITED

    5520 Whipple Avenue

    Canton, OH 44720-7719

  • THIS LOCATION IS NOT BBB ACCREDITED

    8385 Bavaria Road

    Macedonia, OH 44056

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 576

    Mansfield, OH 44901-0576

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/21/2016 Advertising/Sales Issues
7/21/2016 Advertising/Sales Issues
7/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DISGUSTING PRACTICES! I am ABSOLUTELY DISGUSTED with Time Warner. Let me begin by saying that I have previously posted about this abhorrent business because they would not process my cancellation of service. I have not lived at the residence for 2 months, and I am still being charged. I tried to speak with a representative online, and they said they needed verbal confirmation. They called and put me on hold for FIFTEEN MINUTES and I had to hang up because they were wasting my time during WORK HOURS! Fast forward to today. I get a call about a past due balance. I called back within two minutes, and I was on hold for TEN MINUTES again... The rep said she could not verify me by name and number despite me getting a harassing call less than two minutes before I called. I asked for a supervisor and was placed on hold for another TEN MINUTES! Not having the time for this ****, I hung up and called back. This time the recording said I was immediately going to a supervisor... ANOTHER TEN MINUTES AND NO ONE ANSWERED! I will NOT be paying for this abhorrent service and I will be reporting this to the BBB. Do not call and harass me and then waste my time by placing me on hold just to cancel my service. I have let others know of my experience and they have since TRIED to cancel service. This is a crooked company and should not be trusted. I will NEVER do service with them, and I will not be paying for these 2 months that I didn't use service. I will also not have my time wasted. This is my confirmation that I DON'T WANT YOUR ******* SERVICE! STOP CHARGING ME! If you'd like to speak with me about this matter, feel free to contact me, but be warned, you will not like the outcome. Cancel my service, and stop harassing me. You have wasted my time, cost me precious work time, and placed undue stress on me. Your call center is full of incompetent and lazy workers who do not care about the customer. Do not waste someone's time. I will be reposting this in as many locations as possible. Thank you and have a wonderful day.

Desired Settlement: Cancel service and cancel bill.

Business Response: Initial Business Response /* (1000, 11, 2016/07/06) */ Time Warner Cable apologizes to Mr. ********* for the inconvenience while attempting to disconnect his service. Our policy prevents us from disconnecting the account without speaking to the account holder. The account information has been forwarded to our Customer Solutions Leadership Team. Someone will make contact to discuss his subscription with Time Warner Cable. Mr. ********* may also reach our Customer Solutions Team Mon - Sat 8:00 A.M. - 10:00 P.M. EST & CST and Sunday 9:00 A.M.-6:00 P.M. EST & CST @ 866-892-0019. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

7/4/2016 Problems with Product/Service
7/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is with customer service, billing, service and sales. I have been a customer for a year now and as soon as my yearly promotion ended, my problems with TW began. TW offers a seasonal service, where your services can be put on hold they claim for a min of 60 days. At which time after 60 days, or a date you choose, services will continue as normal. I called on May22nd 2016 to have this done. After dealing with two people. She finally told me my home security system would not be able to run without wifi. She said I needed to do seasonal hold on cable and phone and pay the everyday low price of 14.99 to have wifi for it to work. I agreed to seasonal hold from May24th-Sept1st. She told me I had to call on Monday bc the office was closed to have the internet changed. I then called on the 24th to have this done, spoke to a rep. who claimed to have done it. May 25th, no wifi. Cannot leave the house bc alarm will not work. Since May 25th I have called fice times on different days and each day nothing gets resolved. They have since put my services bakc in effect as far as billing goes and claims that our bill which should be 41.77 is at 300, bc the internet was never changed. I have speant numerous hours each time I call and every time they assure me I will have what I asked for, What I should be paying for and The service I need for the alarm system. It is now June 11th. I still have not had any of my issues resolved. I called last night to cancel all services bc I am sick of tired of it. I can't even get them to cancel my account as they continue to transfer me to people to talk me into fixing this issue. I now have a bill for services I have not had, I have been lied to, I have been misinformed each time I call in, I am tired of dealing with such a terrible business. This cannot be how a business can conduct itself. Charging me for services I did not want, I did not get and being pulled around like a doll, wasting my time to call these people and have nothing done. Product_Or_Service: Cable Phone Internet Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my services canceled immediately. I want my bill fixed. When I spoke to the rep. on June 7th I spent over an hour with him and his supervisor fixing my bill. He told me the bill for 6/12/16, which started May24-June22, has been corrected and the amount owed is 41.77. I paid that on the phone with him that day. I refuse to pay for services I did not have and charges that have been sent to my account since June 7th. I have proof showing we stil have no tv, phone or internet from TWC.

Business Response: Initial Business Response /* (1000, 10, 2016/06/23) */ Time Warner Cable reviewed Ms. ********'s account and in order to disconnect services she would need to contact our Customer Care department at 1-800-892-2253. They can be reached 24/7. Time Warner Cable apologizes to Ms. ******** for any inconvenience this situation may have caused. Initial Consumer Rebuttal /* (3000, 12, 2016/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've tried that and all they do is transfer me around and try to give me sales pitches. I drove 6 hours home yesterday to the Time Warner location in ************** and returned all my items and canceled my services. The women there was very helpful and read over my notes and couldn't believe the way I was treated. I now have an outstanding bill for usage we never had including Internet charges when I still cannot connect to the Internet at our house for our home security system. I had a representative adjust my bill that was due on June 12th and I paid it on the phone with him. I want my my final bill adjusted to the correct charges and services which should be seasonal package 5 for phone 5 for Internet 5 for tv the modem and cable box rental prorated from June 12th-yesterday June 25th. I rise to pay for services we were not given and for the mistakes made by time warner over and over again. Final Business Response /* (4000, 14, 2016/06/30) */ The billing has been prorated for the service period 6/12-6/25. The current balance due on the account is $21.46. Time Warner Cable apologizes to Ms. ******** for any inconvenience this situation may have caused. Final Consumer Response /* (2000, 16, 2016/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please note that I accept my final payment due as 21.46 and not the bill that was sent to my house yesterday for charges from 6/25-7/22. I proved to your company that I returned all equipment and my services were canceled as of 6/25/16. Yet i get a bill for services I do not have for july... Please be sure to update my final bill to the 21.46 that you stated. I am going to the store with this complaint as proof to make the final payment, in the amount of 21.46 on tuesday July 5th 2016. Remove me from your marketing call list and mailing address. I am sick of being harassed by your sales department.

6/21/2016 Problems with Product/Service
6/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 3rd time I turn on my TV to "please call to restore services" even though my bill is payed in full BEFORE the due date This is the 3rd time my service got "disconnected" and my screen keeps prompting me to restore my services even though my bill is fully paid. So of course I called upset for the 3rd time! just to be told I have to wait a couple days. So guess who's paying for cable they can't watch for the third time yet they have the nerve to keep trying to raise my bill and I have to keep along about! Trash company and trash services provided I will NOT be paying this final bill.

Desired Settlement: I'm seeking a refund for the last bill I paid which I did NOT recieve proper services.

Business Response: Initial Business Response /* (1000, 5, 2016/06/09) */ Time Warner Cable reviewed Ms. ********' account and verified that the services are not interrupted for non-payment. There is a technician visit scheduled for 6/10 for cable service issues. A credit has been applied for the service issues from 6/7 to 6/10 in the amount of $9.50. Time Warner Cable apologizes to Ms. ******** for any inconvenience this situation may have caused.

6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm a new customer and over the phone one sales rep said my cost would be $55.37 for 30MB down internet plus basic cable. And I had to speak to 4 sales reps just to confirm that initially. Now I'm getting 15MB down internet and basic cable. I called to complain and someone said 30MB is $74. This is ridiculous - everytime I call TIme Warner I'm given different pricing and noone will stick to what I've been told. Product_Or_Service: Internet and Basic Cable

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want what was initially agreed upon which is 30MB internet and basic cable for $55.37/month.

Business Response: Initial Business Response /* (1000, 5, 2016/05/25) */ Mr. ******** originally ordered extreme internet service on 4/18/16 for $54.99 per month. He then contacted us on 4/20/16 and requested to add starter cable service. He stated during the call that he wanted the $64.99 promotion that was advertised online for the starter cable service and extreme internet before taxes and fees. The representative reviewed the account and advised that with the two services would be around $69.78 after taxes and fees but she said she would see if she could get it any lower for him. She then stated that she found an additional promotion to make his monthly rate for both services $64.78 after taxes and fees. Mr. ******** agreed to this monthly rate and the call was ended. On 5/18/16 Mr. ******** contacted us again with concerns on his billing statement. He was billed a total of $73.94 and advised the representative that he was quoted a monthly rate around $58 per month. The representative advised Mr. ******** that his monthly rate was at the $64.78 and he Mr. ******** stated that was incorrect. The representative then proceeded to review account options and new rate of $55.37 after tax was offered to Mr. ********. He was not made aware that this would lower the speed of the his internet service to standard internet. Mr. ******** is currently subscribed to Starter TV service and Turbo internet for $59.78 per month with tax included. If Mr. ******** would like to upgrade the service back to the Extreme internet he may do so, however, the monthly rate would be $69.78 with tax included. Unfortunately, the additional discount that was given on 4/20/16 is no longer available and we would not be able to lower the price to the $64.78 that he was quoted at that time. We apologize for any confusion. Time Warner Cable considers this matter to be resolved.

6/16/2016 Advertising/Sales Issues
6/14/2016 Problems with Product/Service
6/14/2016 Advertising/Sales Issues
6/13/2016 Guarantee/Warranty Issues
6/13/2016 Problems with Product/Service
6/10/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We pay over $150 per month for a certain number of tv channels, and for a certain speed of internet connection. We are not getting what we pay for. Time Warner has always had poor performance, I am used to that. But this issue has been going on for at least 3 weeks, and numerous calls to customer support have resolved nothing.

Desired Settlement: Honestly, I just want them to fix it. I want to get the services I am paying for. If I don't pay my bill, they cut off my service. What options do I have when they don't uphold their end of the bargain, and won't even try? Short of that, I believe we deserve more than $20 off a bill of more than $150.

Business Response: Initial Business Response /* (1000, 5, 2016/05/27) */ On 5/25/16 a technicain was dispatched to Ms. ****'s home to resolve the concerns with her service. A total credit of $61.28 has been applied to the accountat the time this issue was reported for the digital cable service and internet. Ms. **** has a current balance of $93.66 remaining on the account. Time Warner Cable considers this matter to be resolved.

6/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Time warner Cable has been charging our account for internet and modem rental fee that had been replaced. This caused us to pay twice for internet. Since January 2014 we have been charged twice for internet on our monthly statement.Not only were we charged for the modem that was not in use we were charged for the internet for that modem too. We were not aware of this until recently when my wife was trying to prepare a budget. She pays the bill with automatic payments each month. When she was told we needed a new modem in 2014 she was not told the old modem would have to be returned. As is clear on the statement when looking under devices one can see it was not in use all this time. I feel like TWC took advantage of us and they never notified us that I had to return the modem when I got the replacement. This predatory practice takes advantage of customers and they have refused to refund us even though we had no knowledge of the policy. Our account number is *********. The total of our bill each month is $156.71. Thank you. by a TWC representative

Desired Settlement: We would be satisfied with a credit to our account so we can continue to use TWC as our cable and internet provider.

Business Response: Initial Business Response /* (1000, 5, 2016/05/19) */ Hello, BBB Case # ******** was sent to the Dallas BBB Division in error. This consumer is located in the Louisville, OH area. May we please have BBB Case # ******** forwarded to the correct BBB Division that assist subscribers located in the Louisville, OH area. Thank you, TWC Resolution Department Initial Consumer Rebuttal /* (3000, 16, 2016/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this response because we were being billed and were not aware of this. I paid my bill online and did not look at the itemized billing until recently when we were trying to budget. then we were not aware of the double billing until our son pointed it out. Also when the modem was replaced it was mailed to us and we were never told to return the other one just that we needed an updated one. Clearly on the bill it was marked that it was not connected. If I needed to replace this modem because ours needed updated why would we assume we had to turn in the old one that could not be used. The next bill is due June 11th after that date please cancel our cable service. Thank you. Final Business Response /* (4000, 18, 2016/06/06) */ Thank you for forwarding ****** ********'s additional concerns to us. We stand behind our findings and respectfully ask Mr. ******** to contact Customer Solutions at 1-866-892-0019 if he wishes to cancel his services. We apologize for any inconvenience. We have completed our investigation of this matter and consider it closed. Thank you, Time Warner Cable

6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Want to cancel or downgrade services, they want to raise my bill even though I'm trying to knock off 20 dollars total off the bill. they do this everytime in order to get customers to keep the current services they have. My internet is 65.00 plus taxes a month, they want to raise it to 109-119 a month just for cancelling the cable that costs 25.00 a month. Its ridiculous and isnt right nor fair. They even said my internet was hooked up in oct. so the price should be good for a year.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want the price to be what it should be, and be able to make changes as needed.

Business Response: Initial Business Response /* (1000, 5, 2016/05/19) */ Conciliation Department Better Business Bureau, Inc. RE: Customer: ******** ******* Case ID: #******** Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******** *******'s complaint. At this time as one time courtesy Mr. ******* has been placed into a 12 month promotion taking his monthly rate to $90.46. This includes Starter TV and Ultimate Internet Service. Time Warner Cable apologized to Mr. ******* for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

6/6/2016 Advertising/Sales Issues
5/31/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Paid Collection from 2010 removed from credit through 3rd party agency not reported to Time Warner. In 2010 I had a bill from Time Warner that I found on my credit that my old renter didn't pay *****************************************. I paid this collection off in 2011 50% settlement to a 3rd party agent and it was removed from my credit. Since then I had Service at ******************************* Paid to $0 and Service at ******************************** in 2014 also paid to $0. In 2014 I had to show proof at the Wick Ave office in Youngstown to pick up equipment for the new service since the installing contractor would not release the equipment. Now in 2016 I spoke to the agent and they are saying I still owe it $436.82. Case ********** old account *********. I have moved since then and now they want me to provide proof again when I had 2 new service addresses and have moved since then. I worked at time warner cable Akron for almost 5 years and understand items get lost but they have to have this in the Youngstown office. I have no problems paying my bills but paid this many years ago. I spoke to Jeremy who Lynn said was the MGR. He was very nice and professional but Lynn 866-967-7408 Ext ******* is very rude and hung up on me and said she was going to disconnect my services until I called back and asked for a MGR.

Desired Settlement: Show bill paid in full

Business Response: Initial Business Response /* (1000, 5, 2016/05/17) */ RE: Customer: ******* ***** Case ID: ******** We reviewed Mr. *****'s concerns regarding an old debt from his former account. We apologize for how his calls and concerns may have been handled, however, Mr. ***** will need to consult with his case manager named Lynn at our Risk Management department, at #866-967-7408 EXT. ******* to further address the debt. Time Warner Cable apologizes to Mr. ***** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2016/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Already spoke to Lynn and supervisor Final Business Response /* (4000, 9, 2016/05/19) */ Thank you for forwarding ******* ***** additional concerns to us. We understand that Mr. ***** spoke to Lynn, however, she is his assigned case manager that he needs to address his concerns with her. As a courtesy we forwarded Mr. ***** concerns to Sr Management in the Risk Management Department to request they have another case manager contact him. Unfortunately, we cannot guarantee that will happen. We have completed our investigation of this matter and consider it closed. Thank you, Time Warner Cable

5/19/2016 Advertising/Sales Issues
5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/9/2016 Advertising/Sales Issues
5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We attempted new service, weeks later no service and they were selling our personal information. We contacted TWC to begin services in our newly constructed home (which happened to be located 50 feet directly behind our previous residence). We started with a tech who stated we needed lines buried for our new location and services would be scheduled for follow up. We attempted to resume our old services while this occurred without success (3 phone calls and $100 later, still no success on turning services back on). A new tech came out a week later, said the same thing. Lines needed buried and an order would be made. 8 weeks later, over 20 phone calls and countless hours we still did not have anyone survey the property or complete the promised services. Then we began to get calls from people presenting they were from TWC. They would all state they saw we were having issues, request to come to my home and request my social security number as well as credit card information. I refused to provide any personal information but stated I would be willing to work with them. Time and time again appointments would be made but no one would follow through. We eventually realized TWC was selling our information to contractors. After expressing my displeasure for the 20th time to a 3rd supervisor it decided we no longer wanted to put our personal information at risk and we terminated any attempts at services. We were treated poorly through the entire situation. We were lied to repeatedly and we were provided with false promises repeatedly. All I wanted was internet service like I did for many of years, instead I was treated unfairly and lied to. I attempted many different ways to get this situation addressed without success. I will now be taking my business to someone who appreciates and respects their customers.

Desired Settlement: I just want it documented how terrible we were treated.

Business Response: Initial Business Response /* (1000, 5, 2016/04/22) */ Conciliation Department Better Business Bureau, Inc. RE: Customer: ********* ******* Case ID: #******** Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ********* *******'s complaint. Time Warner Cable will be investigating Ms. ******* claim and addressing our findings internally. Time Warner Cable apologizes to Ms. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

5/6/2016 Advertising/Sales Issues
5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February, 2016 I was having slow internet service. I called my Time Warner rep and he informed me that I have a very old modem and that since I am being charged a rental fee of $10. per month, that I should exchange my old modem for a new one in order to up-grade my package(so that my internet will be faster). I was surprised because the modem that he was referring to I have OWNED since 2005. My husband drove to the local office in Garfield, OHIO to explain the situation and get a new modem, but they were most unhelpful and RUDE to him. The service rep at that location argued with him that we did not own the modem and referred him to call the customer service number. He did and an investigation ensued. We were told we would be contacted with in 7-10 days of our complaint. No one ever called. I called on Day 11 and was informed that the ticket had been closed. The investigator(s) determined that OUR Personal modem was in fact owned by Time Warner and unless we could produce a receipt(from 11 years ago) that we would not be reimbursed the monthly fee that we have been being charged the last 11 years. I have been able to confirm with Best buy that I did indeed purchase the Linksys Modem on 09/27/2005, however they are unable to print the record off of the system from that far back. After a 40 minute discussion with a different rep from Time Warner, I was advised to go to Best Buy take a picture of the screen with the proof of purchase, print that picture and drive to my local Garfield office to have the manager fax to the "escalated complaint department."

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to be reimbursed for the monthly charges.

Business Response: Initial Business Response /* (1000, 5, 2016/04/28) */ RE: Customer: ******* ********** Case ID: ******** We reviewed ******* **********'s concerns regarding modem charges and refund request. From our research, we show the modem on file is company owned and not customer owned. ******* ********** will need to provide a copy of receipt to retail store or contact Customer Care at ************** and fax proof to them for research to be performed to determine if charges are removed. The request to have charges removed are not warranted from this investigation. We sincerely apologize for how her concerns may have been handled at the retail store and will forward to proper department for any coaching if applicable. Time Warner Cable apologizes to ******* ********** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2016/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have faxed a copy of the receipt of MY modem to the Time Warner company's "Executive Complaint Department" @ ************. I have a pending ticket number ******** and have NOT received a response. We are extremely dis-satisfied. Final Business Response /* (4000, 9, 2016/05/03) */ Thank you for forwarding ******* **********'s additional concerns to us. The receipt that was provided did not reflect the serial number of the modem purchased in order for further research to be performed. ******* ********** may contact Customer Care at ************** if has any further questions or concerns and further assistance. We have completed our investigation of this matter and consider it closed. Thank you, Time Warner Cable Final Consumer Response /* (4200, 11, 2016/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is absolutely unacceptable. The receipt that was produced is the receipt of the modem that is being used in my home and has been since 2005. Furthermore I have never received a call, letter or personal email from the Time Warner company to discuss. This is terrible business and I intend to share my experience with every potential customer that they may have.

5/2/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Attempting to reduce cable services. When trying to drop my cable phone service on 04/18/2015 to lower my bill Time Warner cut my internet service off. While on the phone with their customer service tech for 3 hours on 04/18 he advised me that they could not drop the phone service without also removing my internet access. I believe this to be untrue and TW is using unfair business practices. I've made several calls to TW in the past week trying to get my bill lowered by dropping to basic cable and removing the phone service. I have been told that any of this would just raise my bill which does not seem feasible to me. I need fast internet service for my wife's employment so that is why I'm not cancelling the entire service. I think that TW is doing evrything possible, including lying to me to keep me paying the $192.00 monthly amount. I'm not aware of any contract I've entered that would not allow me to reduce my services and my bill.

Desired Settlement: I want to keep my internet service at the speed that I have now and drop phone service and either downgrade to basic cable channels or drop the cable channels all together. I would be happy to pay for the services I request.

Business Response: Initial Business Response /* (1000, 5, 2016/04/20) */ RE: Customer: ****** ******** Case ID: ******** We reviewed ****** ********'s inquiry to keep internet, remove phone, and downgrade to Starter TV or disconnect cable service. Mr. ******** request has been forwarded to Customer Solutions Department who will be in contact with him within 24 to 72 business hours for resolution. Time Warner Cable apologizes to ****** and Sandy ******** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

5/2/2016 Billing/Collection Issues
4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been experiencing cable service issues for over four months. TWC has failed to repair the issues and seems to have stopped trying to fix it. We have been Time Warner Cable customers for over 12 years, three of which in our current residence with TWC Mansfield (North East Ohio). Since our switching from TWC DVR set top boxes to our customer owned TiVo boxes about 8 years ago we have experienced on average one minor tuning adapter / cable card issue a year that requires a call / reset from TWC customer service - We understand these types of setups (TiVo's with tuning adapters and cable cards) can be finicky so we don't really make much of an issue about an occasional inconvenient telephone call. More recently back in mid December 2015 we started noticing more frequent short duration outages with our cable TV - It seemed that when the ground was wet outside every so often at random the cable TV would go out and a message that "signal was lost" would be displayed for a brief < a minute period on the TV. If during that same time someone was browsing the internet the connection may have temporarily slowed down or caused a web page to have to be reloaded. These types of issues occurred at random with a frequency of maybe once or twice a week. This continued through January and into February at which time the outages started to become more frequent and for longer durations - multiple times a week and for several minutes at a time. At around the mid point in February the outages were up to several times a day and lasted each several minutes. At this time it was bad enough that you couldn't sit and watch a TV show without frustration from the issue and the internet would actually show "offline" temporarily during the times the TV was out. As a result it was clearly time to call and have a tech scheduled. I called and scheduled an appointment with TWC for a tech to come out and troubleshoot our issue. Around the first week of March the tech came out and checked our lines. After almost two hours she stated to us at that time that we had a weak, noisy signal from the box in the yard to the house and that she needed to replace that line - she did. That evening while watching TV the issue was noticed again, the same as before. I contacted TWC again and another appointment was set up. March 10th the tech came back and again checked our equipment. We explained that the issue was exactly the same and that it was just intermittent and at random. She worked again for over an hour and finally came in and told us that she had found an issue at the "drop" and that she wasn't able to fix it and that a "maintenance" tech would need to come out and repair it - at that time she scheduled a maintenance tech for Sunday, 3/13 and said they would be out before noon. 3/13 came and as of 1pm no one had showed up. I was reminded of this as at exactly 1:34 we heard a "pop" in our basement and all of our cable services went out. I went downstairs and pulled the modem out of the cabinet and as the coax cable touched the metal side of the cabinet it clicked and sparked as if it had a built up charge of what reminded me of static electricity. I immediately called TWC and was told that a tech was never scheduled and that they would have someone out between 4-5 (3/13). As of 5:24pm no one showed up. I called TWC and customer service basically told me there was nothing they can do that late after being ran around we were "disconnected" I called back and got another customer service branch and they scheduled a tech who showed up around 8. The tech checked and said that my (customer owned) modem was fried. She said that she checked and didn't have any issues and said a maintenance tech would be out in a few days. A few days later that tech and another came out and said that it was more likely that something in the area was "going out" and that a maintenance tech would be out in a day or so. As of this complaint the issue still remains and we have never seen or talked to a maintenance tech. As per our event log for our modem in in the last two days (As far back as it goes) it has gone out 88 times.

Desired Settlement: First and foremost we want the issue fixed. If it's an issue with old or faulty equipment in our area then TWC needs to invest the time and money to repair / replace it. I have spoken to several neighbors and they too have complained of frequent random intermittent outages - that to me is a neighborhood issue that needs addressed. I'm sure TWC has the ability to show a list of service or customer service calls for our neighborhood. I can provide written statements from at least 6 neighbors on my street who have experienced similar issues in the last few months, I'm sure I can talk to more and get more if necessary. Second: I had to replace my "customer owned" modem that was burnt up with a surge of power on Sunday 3/13. I want reimbursed the $118.24 for that cost - had the maintenance tech showed up when they were supposed to it may not have gotten burnt up. A receipt can be provided for proof of cost. I spoke with the modem manufacture and they confirmed that the likely source of the surge would have been the coaxial cable line - plus the electric discharge I witnessed from the line on the modem that day. A log of the exact date and time of the surge is available if desired. Third: I want a credit for my all of my service charges from the month of December until it is repaired. I have had a terrible experience with TWC through this issue and the fact that I feel like I have to lodge a complaint to get the service I pay for working correctly is ridicules. In terms of numbers I have called customer service over 20 times in the last few weeks and have had 5 different technicians out to my residence. Also it should be noted while on the issues of TWC errors I have been being charged for three cable cards / tuning adapters since the inception of my service here (three years), I only have two. this was discovered when I pulled my bills to file this complaint and see what amount I pay per month for services. Coincidental, but a $180 total billing error on TWC's part none the less. I would like credited for that billing error as well.

Business Response: Initial Business Response /* (1000, 8, 2016/04/12) */ RE: Customer: **** ********** Case ID: ******** We reviewed Mr. **********'s concerns regarding service issues, and request for adjustments. From our research, Our records show between 8/13/15 to 2/24/16 there are no reports of anyone speaking with Mr. **********. We found a call attempt was made on 3/13/16 when Maintenance was being sent to the home for a follow up, however, customer contact attempt was unsuccessful, and work order was cancelled. A credit of $10.50- was applied on 3/13/16 for reported service issues. Tech Ops Supervisor named Curtis spoke with Mr. ********** on 3/28/16 to further address his concerns with line of communication. Time Warner Cable apologizes to Mr. ********** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

4/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A one time check payment via phone was submitted 9 times, over drawing my account 435.00. The one time payment cleared 1/16 I was charged 9 times. Jan. 2016 I gave my checking info for payment of 113.90. That cleared my bank 1/16/16. The payment was submitted almost daily from 1/11 thru 2/29. When my SSDI check was deposited into my acct on Feb.10 2016....435 dollars was immediately withdraw for over draft fees, due to the error of Time Warner submitting that check 8 extra times. I was treated with utter disrespect from Time warner employees thru out the process of trying to get this resolved over the phone. I finally got an issue tracking #, and was given 70.00 check which time warner said was their bank charges to my account. They said all the charges I uncured were put back into my account, so they refuse to reimburse me the full amount I am due. This is incorrect....nothing went back into my acct. My bank reimbursed me their charges, which totaled 140.00. Time warner just submitted my account to collections, using Stellar Recovery to reach me. They ADDED the 70.00 refund they gave me to the amount owed, charging 233.88 against my credit. I contacted SR and explained this situation to them, they told me they would no longer represent TW in this collection attempt against me and told me to shred their letter. I feel my total balance due to TW at this time should be wiped clear due to the disrespect, mental anquish I have suffered, and the financial loss also. Time warner owes me 210.00 to clear my checking acct., their inability to keep their records straight has caused me severe problems. I have been called and harassed by employees, they immediately cut off my service when I asked about this account issue, saying I was randomly picked because of a balance due, I was disconnected while I on the phone with my complaint, I do not believe their excuses. They kept telling me I owed thru March, and this was Feb. I could not reach a person who I could reason with. They treated this entire situation very unprofessionally. For this reason, again I ask for my balance due to them be erased, and I be reimbursed what I am still out due to their errors. This company is a total joke when trying to contact anyone to resolve a problem. I cannot stress as a person who lives on limited income the problems their charging me 9 times for that paid bill has caused me. I cannot believe I continued to be harassed over this problem while it was in dispute via phone calls from employees of TW, and my service was already disconnected by them. They used my deposit towards the 376.81 they said I owed them.....which includes March which is false charges. They did not do me a favor using my deposit to bring that bill down, they were charging me for time I did not have their service. Deposit amount was 150.00. They said total amount due was 376.81, but with their using my deposit brought that down to 163.88, I do not feel I should have to pay this amount. I have bank records to show each day the 113.90 was charged against my acct., I have proof it was paid 1/16 and all the other attempts to collect were wrong from any way you look at this situation. My acct. # is ********************. This company needs to take better care of the trust given by customers, to their checking accounts and not put them in errors by over charging them for paid items.

Desired Settlement: 225.00 plus erasing the 163.88 bill they say I owe. If they use my deposit against that amount, there will be a 3.88 balance, which I feel should be written off by the company due to the extreme complications this has caused me mentally and financially. I do not feel I owe them one cent. Again, the 376.81 they say I owed them, is including March which I never had their services. They have this entire situation severely messed up. They are fraudently charging me time I don't owe them. My deposit needs put towards the 163.88, not the 376.81, I never owed them that amount.

Business Response: Initial Business Response /* (1000, 5, 2016/03/23) */ Good morning We reviewed the account and complaint. The customer spoke with an agent from our banking services department on 2/19/16. The customer stated that the bank was refunding her most of the overdrafts and agreed to 2 overdraft fee credits. The total of the credit was $70 . We issued a manual refund of $70 on 2/23/16. This should be mailed and received within 2-5 weeks from the date processed. We show the current balance on the account at $233.88. This is for services from 12/10/16-2/12/16 when the account was disconnected. If the customer is stating the payment from 1/16/16 cleared we will need the statement showing it cleared. That can be faxed to ************ and we will investigate. We will be unable to issue any additional credits at this time. If there are additional questions or concerns please contact us at 800-617-4311. Thanks Initial Consumer Rebuttal /* (3000, 7, 2016/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated in my complaint, my bank reimbursed me 140.00 of the fees I occurred at Time Warner's huge mistake. I did get a check from TW for 70.00 but I did not agree that was a final settlement for the tremendous overdraft they caused me. Not one time in the response did TW recognize they submitted my one time payment 9 times.....I will fax proof that check cleared on 1/16/16 to TW. They are NOT taking BBB seriously, as they want me to contact them personally over this issue.....once a BBB has been made, it is suggested the claimant not contact the other party. They are continuing to make their own rules and not accepting responsibility for a huge mistake on the company's part. Huge corporation which huge mistakes are being made against the customer........and they refuse to be liable. Final Business Response /* (4000, 19, 2016/04/15) */ ***Document Attached*** In response to this rejection, the account statement for $376.81 is the service charge had the account remained active. After the statement was processed be mailed and on 2/19/2016 a $70 credit was deducted from the balance lowering it to $306.81. Once the account was disconnected for non- payment, $92.92 of service charges were deducted from 2/12 - 3/9/2016 plus the credit of $50 for the deposit fee. This left an outstanding balance of $163.88, please see attachment for the final bill before the refund was mailed. On 2/23/2016, a refund check was processed to be mailed for the returned items and therefore the charge of $70 was added back toward the bill (this statement is attached to the complaint) or the customer would have received a refund for $140.00. The $70 returned item fees was agreed to for the additional scans to her account to receive the payment for $113.90 which is a returned payment from her bank. Time Warner Cable was not responsible for any other fees to be adjusted therefore have denied any further adjustments made on this account. Final Consumer Response /* (4200, 21, 2016/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a bill totaling 376.81....ever. My final bill in front of me is for 233.88 and as you can see from the bill I sent by fax, it is clear to see the 70.00 refund was ADDED to the amount of 163.88 to get to that amount. I paid 150.00 dollar deposit over the phone when I set up services, not 50.00. I never said I would accept the 70.00 refund and be satisfied, I was willing to take anything I could get from TW as they owed me so much from bank fees. That is being assumed and is not correct. I am owed the over draft charges from TW for the check being processed 9 separate times ........ my bank refunded what they felt was fair from their end...they accepted the blame for allowing TW to process my check 9 times, they are NOT to blame for TW doing it from their end. Why cant this corporation accept responsibility from very poor customer relations. You have everything in black and white and are only twisting it to make it look like you were or are being fair to me.....far from the truth. If this is not resolved thru the BBB I will go to small claims court, this is wrong on every level and perhaps a Judge can help you understand how I have been financially wronged.

4/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billing, service and cancellation. Had issues since I started service on March 16 2016. Called in three days later to cancel service and now we're in April and they are still refusing to cancel it. I've called in the day of installation with issues 3 days later about cancelling service called in on April 3rd and wondering when they were coming to pick up their equipment. Called in on April 4th and was told they were going to backdate it and my service would be disconnected the day of. Called in today and still my service is still active and they're refusing to backdate it from the day I originally called. After over 1 hour on the phone the only thing I received was that they were going to officially cancel my service today dated for today and send a box out in the mail for the modem and cable boxes. I explain to the guy that since the day of service I've had issues with the internet dropping several times a day not being able to record on the DVR that I am being charged and not being able to watch TV and one of the bedrooms. I've already had a call in doing troubleshooting on the phone they've already had to send a technician out to replace two of the boxes. The only thing I am getting is an apology and trying to continually talk me into staying after I've already switch companies. I want them too issue me a zero balance and come and get their equipment from my house.

Desired Settlement: I want to never deal with Time Warner again. They are saying my balance is over $260. I want them to get their equipment out of my house and issue me a zero balance.

Business Response: Initial Business Response /* (1000, 5, 2016/04/08) */ Time Warner Cable reviewed Mr. ***** complaint and verified that he placed a call to TWC on 3/16/15 to disconnect the service. The call dropped however, and without final confirmation from the customer, the disconnect could not be processed. We have disconnected the account and mailed the customer boxes to return the equipment. Once the equipment is returned we will backdate the disconnection to 3/16/15. Mr. ***** is welcome to contact us at ************** for the final billing amount after the equipment is removed from the account. Time Warner Cable apologizes to Mr. ***** for any inconvenience this situation may have caused. Initial Consumer Rebuttal /* (2000, 7, 2016/04/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Happy with the outcome just wish i didn't have to call in several times to get this done.

4/12/2016 Problems with Product/Service
4/11/2016 Problems with Product/Service
4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Estimate to install cable to our house of $3400 dollars but will not give us an itemized estimate. Monopoly on cable business. Took them almost a year to finally let us know how much it would cost to run cable to our house. Came back with an estimate of $3400 but will not give us an itemized bill to see what cost are being charged. They are a monopoly on installing cable in our area & are charging excessive amounts for installation - hence the lack of an itemized bill. We do not have another recourse for our area in the way of cable internet.

Desired Settlement: Wish they would be more reasonable and not act like they don't want our business or make us feel that they will just charge us anything they want because we have no other recourse.

Business Response: Initial Business Response /* (1000, 5, 2016/04/01) */ RE: Customer: **** ********* Case ID: 90081546 We reviewed Mr. *********'s concerns regarding his request for an itemized estimate bill for the cost to install cable at his home he has been quoted. Unfortunately we are unable to provide Mr. ********* with an itemized estimate bill. However, he may contact the Construction Department for his area at ************** and someone will be happy to address any questions or concerns he may have. Time Warner Cable apologizes to Mr. ********* for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2016/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The price we were quoted seems exorbitant and without the itemized bill we have no idea where the extremely high cost of this cable installation comes from. Without the itemized bill we have no recourse of rebuttal with regard to prices being quoted. This does not allow us any recourse and is equal to signing a blank check over to a company and they fill in the amount they want. This feels very much like a monopoly on the cable market where they are allowed to charge any price they like & if we want the service we just have to pay it. We are extremely disappointed with Time Warner at this time. Final Business Response /* (4000, 9, 2016/04/06) */ Unfortunately we are unable to provide Mr. ********* with an itemized estimate bill. However, he may contact the Construction Department for his area at ************** and someone will be happy to address any questions or concerns he may have. Final Consumer Response /* (4200, 11, 2016/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not being able to have an itemized bill for these charges feels like having to sign a blank check and handing it over to Time Warner. The charges seem extreme for the installation of cable to our home and it feels very much like a monopoly in which we only have one company to install the cable and we have to pay their price no matter how outrageous it may be. We are very disappointed with Time Warner's response.

4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 16, 2016 my internet and cable service was turned off. I called Cathy in Kentucky at 7am. to get my service fixed. She stated that she had a work order that stated my service was turned off because the customer was moving out of the area. I told her I was the customer and never called to say I was moving and to disconnect my service. She could not tell me who issued the work order, what time the call came in to disconnect, who took the call/work order, who ordered the cancellation. After an hour on the phone the service was restored but required a new account, credit check, etc. She stated that the company would get back with me regarding my questions. They have not answer my questions but did send me a bill for all most double what I had been paying. My old account has been closed so I have no record or access to my old account that had been active for at least the last 11 years. On March 29th at 10 am.I spoke with Alexis from an off shore location. She did not help and could answer none of my questions. I asked to be transferred to a manager twice but did not get transferred. Product_Or_Service: cable and internet service Account_Number: ********************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want an explanation for all of the disconnection issues, compensation for the errors, and the bill adjusted to my normal amount that I have had before all these issues.

Business Response: Initial Business Response /* (1000, 5, 2016/03/30) */ Time Warner Cable reviewed Ms. *****'s account and verified that it was disconnected in error. As a result of that error a new account was created and the balance from the old account was transferred to the new account. The services were disconnected on 3/3 and reconnected on 3/16. We have placed a one-time courtesy credit of $54.62. Time Warner Cable apologizes to Ms. ***** for any inconvenience this situation may have caused. Initial Consumer Rebuttal /* (2000, 7, 2016/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the compensation from Time Warner. I would still like to know who ordered the service to be disconnected,how the authorization was verified, and who approved it.This business practice would allow me to cancel anyone's service at my choosing.

4/4/2016 Problems with Product/Service
3/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: T.w. charged my bank for that amount to pay someone account but not mine and not AUT. by me. Then they say it's the banks fault. I found a charge from time warner on my bank account for 85.45 the back days it's t.w. that should provide who asked for and who got the money added to there account. someone used my wife's card number to make a payment to time warner which we had no idea who. T.w. says it's the back problem. So the bank had us file a fraud at the police dept. they said t.w. should come up with who revived money from are account and trace it to the one that used my wife card. T.w. says no. they said the bank should refute the payment but in order to do that we would have to give up are cable service which means we're have no TV or computer service here. In the seniors complex. There is no gureantte t.w. would pay it back even if we have up all the service. Then in order to have TV or computer service err would have to move to a area that let's you have any other service.

Desired Settlement: All we want is are money back or credited to are account. we have spent the weeks running around to t.w. bank and police to try to get something settled. Lost work time and gas money. But a credit of the 85.45 would be good.

Business Response: Initial Business Response /* (1000, 5, 2016/03/23) */ Good morning We reviewed the account and complaint. We spoke with the customer on 3/3/16. We explained they would need to dispute the charge with their bank. If the customer has additional questions or concerns please have them contact ************. Thanks Initial Consumer Rebuttal /* (3000, 7, 2016/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) because it shows on my account that time Warner got the money from the bank.. also the bank research shows it went to t.w. also upon filing fraud charges at the police department they also say time Warner is who should come up with where the money was posted. Final Business Response /* (4000, 9, 2016/03/25) */ Good Morning The customer would need to dispute the charge with their bank. The bank will start the process to get the money returned to the customer. If there are additional questions or concerns please feel free to contact us at ************. Thanks Final Consumer Response /* (4200, 11, 2016/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) we still get the run around with t.w. which by my bank statement shows they got the money.. and then the bank that keeps saying its time warner.. no justice for the people..

3/25/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I do not have service with Time Warner Cable since November. They continue to send me a bill each month. The Kent location refuses to correct it. I discontinued service with Time Warner after I moved in late November. They will not stop billing me. I have called them and gone to the office in Kent and asked that they stop billing me. The phone class result in 45 minutes to an hour of being transferred. The Kent location is of no assistance as they claim they have no authority to help in any way. I asked to speak with a manger and they simply ignore the request. I have revived notices on the door of my home from a TWC service technician that my bill is past due and I consider that a drastic form of harassment especially because I dont have serviced with them.

Desired Settlement: Correct the billing to a zero amount or what may have been owed for the last week of November and stop billing me. If it is unresolved, please forward the address for your legal depart or whomever is designated to receive legal notice.

Business Response: Initial Business Response /* (1000, 5, 2016/03/17) */ RE: Customer: ***** ******* Case ID: ********* We reviewed Mr. *******'s billing concerns. From our investigation, we found his former account was corrected on 3/15/16 and the balance zero'd out. Time Warner Cable apologizes to Mr. ******* for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They are still billing me for monthly service i never had any equipment or service I called them every nonth telling them i do not want service never received any equipment or anything ive talked to every department two or three times each month telling them i have no service and to delete my bill. I already filed a report with bbb they ignored it and i received a bill today even.

Desired Settlement: To delete my bill i owe them nothing

Business Response: Initial Business Response /* (1000, 5, 2016/03/23) */ We have reviewed Mr. ********'s account and did find that the equipment was not issued. We have removed the balance of $181.60 from the account. We have also submitted the request for the credit reporting to be updated. We apologize for any inconvenicne. Time Warner Cable considers this matter to be resolved. Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept it because they finally realized that I had no service or equipment they was charging me for and erased the full bill

3/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: time warner took a payment that over drafted my bank to the tune of 569 dollars Time Warner took a payment that was already paid and over drafted my bank 131.00 dollars the first time,then i put money in to cover the overdraft and informed Time Warner that the payment was made was assured everything was fine and the payment weas cancelled,then i looked at my bank and they took the payment again to the tune this time of 133.00 so i covered that , then i was told i would be refunded the amount of the original amount of the payment which would have been ok but they put the refund in and then took it out as a payment which now over drafted me to the tune of 303.00 in all they have costed me 569.00 in overdraft fees on one payment that was made and then wanted a payment which i cannot make because of this mess.

Desired Settlement: i would like the 569.00 in overdraft fees refunded and i would like a extension on when i can make my payment also this need to be expediated as i get charged 9.00 a dayt when my account is overdrafted plus the stuff i needed to have paid will go through again and overdraft me again

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ On 1/8/16 Ms. **** contacted Time Warner Cable to make payment arrangements for her past due amount. During this call, Ms. **** stated she could pay her past due amount of $245.74 on 1/16/16. The representative advised that on 1/10/16 a new bill would print causing the full $491.48 to be past due and at that point the full amount would need to be paid in order to keep the service active. Ms. **** advised that she would not be able to make the full payment at that time so the representative offered to schedule a future dated payment for 1/16/16 for $245.74 and the remaining amount Ms. **** would need to pay by 1/26/16 to keep the services active. Ms. **** agreed and the rep advised her that she cannot make the payment early because once it was entered it could not be cancelled or changed and Ms. **** agreed. The representative then advised for her second payment she could pay at any time prior to 1/26/16. Customer agreed and repeated back that she would not make a payment prior to 1/16/16. On 1/15/16 Ms. **** made a payment through the website for $255.00, the payment for $245.74 was then processed on 1/16/16 as scheduled. Ms. **** then contacted us about this issue stating that she was informed that the $245.74 payment would not be processed. Time Warner Cable has reversed the payment for the $245.74, no further adjustments will be made for the bank charges due to the customer agreeing to the 1/16/16 payment and acknowledging that this could not be changed or canceled prior to her 1/15/16 payment. Ms. **** will need to discuss any bank fees with her bank. Time Warner Cable considers this matter to be resolved. Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) No because I was told by the customer service rep that I could pay early and I have the saved transcript from that rep I would never have paid early but I did because I was told it would be ok this 245 payment has just snowballed and over drafted me 569 dollars I was also told that I would be refundedrefunded any overdraft charges over the phone from a rep named Tina G. Who I was suppose to fax to and I have those papers the refund was put in then taken back causing more overdraft now the total is 569 and I did call the bank and was told that the charges were caused by Time Warner and this 245 payment I do not have the funds to fix this costly error and I feel it's not my fault when I was told I could pay early Final Business Response /* (4000, 29, 2016/03/21) */ On 3/18/16 we were able to speak with Ms. **** about her concern. We received her bank statement and confirmed that the payment was submitted to the bank and rejected three times. Ms. **** will need to discuss any further concerns with her bank. Time Warner Cable considers this matter to be resolved. Final Consumer Response /* (4200, 31, 2016/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) i'm never going to be satisfied with whatever Time Warner says yesterday i got a call from a rep was told if i don't pay 818.00 by the 5th of april i will be terminated discussed what i could pay which was 300 by the 5th but was told that was not enough and why is it 818 when i just got my new bill and it says 778 everytime i get some where with this bill i'm told something else right now i'm looking for another cable or internet service and i will keep posting negative things about Time Warner was not treated at all good with this company

3/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I've called repeatedly to be opted out of mailing. I started calling in April 2015 to be opted out. I'm still receiving junk mail from TWC. I want to be opted out of junk mail from Time Warner Cable. I've called multiple times to be opted out. I've sent TWC messages on Facebook to be opted out. I've e-mailed them to be opted out. I'm still receiving mail almost a year later, and I want it to stop!

Desired Settlement: Stop mailing me solicitations, and actually opt me out. I'm not a customer for a reason.

Business Response: Initial Business Response /* (1000, 5, 2016/02/08) */ RE: Customer: Celeste D**** Case ID: ******** We reviewed Mrs. D**** concerns regarding continuing to receive mail from Time Warner Cable. From our investigation, the address location had already been flagged for overall privacy, do not mail. We reached out to the Privacy Group to let them know Mrs. D**** was still receiving junk mail. We have been advised the mailers will stop. Time Warner Cable apologizes to Mrs. D**** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 12, 2016/03/09) */ I just received another solicitation from Time Warner Cable today. I thought I was opted out. They have lied again. Please remove my mailing address. I don't understand what's so difficult about this request. Final Business Response /* (4000, 14, 2016/03/10) */ Thank you for forwarding Celeste D****'s additional concerns to us. The proper department was notified, and we respectfully ask that Ms. D**** allow 6-8 weeks for the process of the solicitation to stop. She may contact Customer Care at 1-800-892-2253 if has any further concerns regarding this matter. We have completed our investigation of this matter and consider it closed. Thank you, Time Warner Cable

3/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Time Warner website does not display the bill when you choose paperless billing. Therefore they are requesting you pay the bill without the abilit Time Warner Cable does not display a copy of the bill to paperless customers. I called the technican today and chatted with another and there is no option to view your bills online. This issue has been ongoing for months. My bill increases each month and I cannot dispute charges bc I have no view of the bill.

Desired Settlement: I request all late fees, and all disputed charges to be refunded. I won't know what charges I am disputing until time warner mails me the last six months of my bills.

Business Response: Initial Business Response /* (1000, 5, 2016/03/07) */ RE: Customer: ******* ****** Case ID: ******** We reviewed Mrs. ******'s concerns regarding paperless billing not displaying via My Account, requesting late fees credited and disputed charges refunded. From our research, Mr. ******'s Time Warner Cable account shows it is set up for statements to be mailed out to the account street address, and available online via My Account website. The pdf access to statements were recently not available and issues have been resolved. We apologize for any inconvenience. Customer spoke with a member of leadership on 3/5/16. A request to have the last 6 months statements mailed was submitted. A credit of $15.00 was applied for two late fees. The account does reflect previous reported concerns with not being able to view statements via My Account nor of not receiving statements in the mail prior to 3/5/16. No other adjustments are warranted and none will be given. Customer may contact Customer Care at 1-800-892-2253 if has any further questions or concerns. Time Warner Cable apologizes to ******* and ******* ****** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

3/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They have started charging me a modem lease fee for equipment I own. They cannot provide proof of purchase and have an incorrect serial number. Time Warner Cable has started charging me a modem lease fee for equipment I own. They cannot provide proof of purchase and do not have matching serial number and MAC address information on our account. After speaking with them for a while it was clear they could not confirm the equipment was theirs. The modem would have been purchase 5+ years ago at our first house in order to avoid a lease fee per our usual family policy. After receiving a letter a few months ago from Time Warner Cable explaining they would be billing customers for modem leases previously missed. I called Time Warner Cable proactively to confirm. They confirmed on phone that we owned the modem, it was set as owned on our account, and continued to explain that the letter was mistakenly sent to every customer in the area instead of those affected. The apologized again after double checking everything and confirming via phone our account was correct. No matter how we explained this to the representatives, they could not verify information on the hardware, what type of hardware it was, when it was purchased, made, or installed. We had to provide them with all of that information. The chat transcript is included below as most of it fits.

Desired Settlement: I would like a refund of the charges mistakenly billed, and it to be corrected going forward. Additionally, once the complaint is resolved, I would like the serial number and mac address of the modem listed as owned by the customer in writing for future records. OR I would like TWC to provide written proof of purchase to confirm when they bought the modem including the correct serial number that matches the equipment in our home.

Business Response: Initial Business Response /* (1000, 5, 2016/03/14) */ Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused you. Upon receiving this complaint from Mr. ****, Time Warner Cable has investigated the account and found Mr. **** has been on billing since August 2013 for owning his own modem and has never been charged a modem lease fee until 1/22/2016. Due to this error, Time Warner Cable has removed the modem lease fee off the bill and back date the charged to the date Mr. **** was charged. Today the account shows a credit of $18.50 applied for adjusting the charges and a total balance which reflects a credit of $21.35 to be deducted off the April statement. Mr. **** monthly rate is $48.41 until September 21, 2016. Time Warner Cable would like to apologize for the system error which had decoded the customer's account from "customer owned" status to "modem lease" status and charged a $10.00 lease fee on both the January and February statements. Time Warner Cable appreciates Mr. ****'s patience as we worked to resolve the issue. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2016/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the prompt and courteous response. I do appreciate you looking into the matter, and am glad to have confirmation of the account moving to "customer owned." Thank you again for your time and attention.

3/15/2016 Billing/Collection Issues
3/8/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable raised my bill by $45.00 a month when I made no changes to my account. They stated that I was under a promotion and it expired. I received no notice that my bill was going to go up (they claimed they sent a letter). When I called, they told me that the only way I could get my bill down was to drop services and my bill would STILL be higher. This is completely unfair. I don't see how a company can take advantage of customers like this. I pay my bill in full and on time every month. I hate to leave but they leave me no choice, I have to find another carrier because of this.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my bill to be exactly how it was. I don't want my services dropped and I don't want to pay more for them either.

Business Response: Initial Business Response /* (1000, 5, 2016/02/19) */ Time Warner Cable reviewed Ms. *******'s account and verified that she was notified on page 6 of the billing statement dated 1/23/16 of 'New Monthly Prices Effective On Your Next Billing Statement', which reflected price changes for some TWC cable services and equipment. She was also notified on the billing statement dated 2/23/16 that her current promotion was ending. The promotions last for a 12 month period. At the end of that 12 month period customers are subject to the prevailing price at that time. Ms. ******* can contact us to discuss current available promotions. Time Warner Cable apologizes to Ms. ******* for any inconvenience this situation may have caused.

3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/19/16 My wife made a online payment on twc web site of $123.64 . 3 days before the due date conf # *****************************. 2 weeks ago started getting collection calls telling me I need to make a payment , half the people there cannot even speak English and few were very rude . So in the past 2 weeks I've spent at least 2 hrs on the phone trying to straighten this out , they keep telling me they will handle it so last Friday 2/19/16 came home another collection call so here we go again so I called the gentleman told me they found my payment from 1/19/16 on 2/11/16 and needs to be applied to your account . Ok so he told me him and his supervisor are working on it so I told him to call me back when they get it fixed so he said he would he took my # and hung up . So in a hour or 2 the phone rang with time warner on the call Id here it was another collection call . Ok still not handled . So sat 2/20/16 another collection call so I told my wife just to make a payment and I will file with the BBB Sunday since no one at time warner can't or won't fix this. So my wife payed $123.64 on 2 /20 /16 just get the calls to stop but I will not make another payment until this is fixed . Plus the timing my DVR service is been scrambled since the collections call started we can record a tv programm but the only thing that comes in is the commercials the programm is half scrambled freeze screen starts stops . I feel this is there way of playing a game . I want to know where my payment is from 1/19/16 and if they found it why haven't they posted it to my account . They have the worst customer service . I am about ready to go back to direct tv. Account_Number: ********************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my payment posted to my account that was paid on 1/19/2016 for $123.64 . Plus I want and generous billing adjustment all the calls and time sitting on hold and being rude to for there error not mine we paid our bill. Plus I want DVR service fixed or unscrambled

Business Response: Initial Business Response /* (1000, 5, 2016/02/25) */ RE: Customer: *** **** Case ID: ******** We reviewed Mr. ****'s concerns regarding a payment and issues with his DVR equipment. From our investigation, we did not receive a payment for the billing period 1/01/16 to 1/31/16 before a late fee of $7.50 applied. A new statement printed for the 2/01/16 to 2/29/16 billing period. Someone applied credit for the $7.50 late fee on 2/12/16. When customer spoke with agents on 2/19/16 there was no payment showing in our system yet. The Time Warner account shows a $123.64 checking account payment was made via the WEB on 2/20/16, and posted to the account 2/21/16 for the 1/01/16 to 1/31/16 billing period. The current balance is $132.00 for the 2/01/16 to 2/29/16 billing. Receiving collection calls should not cause scrambling with the DVR equipment. We respectfully ask that Mr. **** contacts Customer Care at 1-800-892-2253 for a representative to troubleshoot, determine if a truck roll is needed, and then apply any justified credit for reported and found service issues. No other credit will be honored nor given. His account does not reflect any service issues reported. Time Warner Cable apologizes to Mr. **** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2016/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wow! So basically now there calling me a lier just making this up , and there reps that confirmed that a payment was made and found but never applied. And it's funny after we made the payment on 2/20/16 the DVR equipment started working right . I do want some kind of compensation for all the bs I went through (all the phone calls) with still situation before I close this. Very poor customer service!!!! Final Business Response /* (4000, 9, 2016/03/01) */ Thank you for forwarding *** ****'s additional concerns to us. We stand behind our original response provided. He may contact our Customer Care Department at 1-800-892-2253 and request to speak with a member of Leadership if has any further questions or concerns. We have completed our investigation of this matter and consider it closed. Thank you, Time Warner Cable

2/29/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company has not issued me a $300 VISA as promised when I agree to enroll in their service. On 9/8/15, I signed up for TWC cable/phone/internet service to begin 9/14/15. I was given literature about receiving the VISA card, and the salesman told me I signed up in time to receive it. I was told I would need to have the service for 90 days and make 3 on-time payments to get the VISA card. I called TWC 10/6/15 to follow up on how I would get the VISA card. They issued me a "Ticket Number" to track the request. After having the service 90 days and making 3 on-time payments, I called TWC 12/23/15 to ask about my VISA card. They said the $300 VISA card was not in the contract I signed, so I was not eligible for it. After being transferred to several people, someone finally told me I would get the VISA card and I would need a "Redemption Code" to enter in at a TWC web site to get the card. The representative said I would get the Code postage-mailed or e-mailed to me by 1/23/15. I called TWC 1/23/15 to find out the status of sending me the Code. On 1/25/15 I received a voice message from TWC stating I would have to wait 3 more months to get the Code. Product_Or_Service: Cable/Phone/Internet Service Order_Number: ******

Desired Settlement: DesiredSettlementID: Other (requires explanation) TWC to issue me the $300 VISA card, or send me the specific means to obtain the $300 VISA card immediately.

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ RE: Customer: ****** ****** Case ID: ******** From our investigation, Mr. ****** was not in the system to receive a Gift Card. Our Rewards Department is manually registering Mr. ******. Process should start end of next week. Customer can visit the Rewards website at http://www.twcbetterreward.com/FAQs to monitor by clicking on status, then on the right hand side key in account number (with no dash) and zip code. Once shows mailed out he should receive gift card within 2 weeks. Time Warner Cable apologizes to Mr. ****** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2016/02/11) */ Ms. *******, Regarding the subject Case, today (2/11/16) I visited the Time-Warner Cable Rewards web site to find out the status of my $300 VISA card. I followed the directions exactly as given in the company's response in the Case. The following appeared at their web site: "We do not see your record in our system as reward eligible." My dispute is not yet resolved. I also have received no direct communication from Time-Warner on this matter. Please advise on any follow up that the BBB may conduct. Thank you, ****** *. ****** Final Business Response /* (4000, 10, 2016/02/12) */ Thank you for forwarding ****** ******'s additional concerns to us. From our review on the Rewards Website at http://www.twcbetterreward.com/FAQs we found that the Gift Card was mailed on 2/11/16 via USPS First Class. He should allow a maximum of 4-6 weeks for delivery (if does not receive within 2 weeks of 2/11/16 date as previously mentioned). When Mr. ****** goes to the website and clicks on status, after entering his account number with no dashes and zip code, he can click on to Status that is highlighted in blue and it will take him to the updated information. Time Warner Cable apologizes to Mr. ****** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Thank you. Time Warner Cable

2/22/2016 Advertising/Sales Issues
2/22/2016 Advertising/Sales Issues
2/22/2016 Advertising/Sales Issues
2/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had been using a personally owned modem for some time in my relationship with TWC as their customer. When upgrading my internet service, I was mislead by their technician and forced into paying a rental fee for a modem that was not necessary for the service that was provided for a duration of approximately 16 months. Once I confirmed with their rep that my personal modem would suffice for the services they provide, they denied me ever using my personal modem previously, and stated that I had always used a modem I had rented from them. When i disputed this claim, i was dismissed as wrong and belittled. Once I was able to prove my case and they admitted my claim to be true, they told me that I did not make this dispute within 30 days (of September 2014) and therefore could not be credited.I have a PDF of the chat with their customer service team that I could provide if needed. Product_Or_Service: Modem Rental

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like there to be an investigation into all instances where a customer supplied modem was switched out for a TWC rented modem and explanation of these changes to be documented. I would also like to be compensated for the fees that were unnecessary.

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ Upon receiving Mr. *****'s complaint, Time Warner Cable investigated Mr. *****'s claim and found nothing to substantiate no proof to his reason for not using his own modem. Time Warner Cable provides resources for customers can to go online to check for compatible modems to purchase if they are choosing to use their own equipment. In addition, there is a published Residential Service Subscriber Agreement which all customers agree to when setting up for service. Pursuant to Section 1(i) Billing Errors. You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive any right to (in other words, you will not be eligible to receive) a refund or credit. This information is found on http://help.twcable.com/twc_sub_agreement.html. Time Warner Cable billed Mr. ***** every month beginning in September 2014 the modem lease because our modem is on his account and is active. To avoid the modem lease fee, Mr. ***** can return the Time Warner Cable modem to a local retail store. Once the equipment is returned and his modem is added on his active account, the rental fee will be removed from his bill. Time Warner Cable has denied any compensation of the modem lease fee due to being installed and used since 9/10/2014. No other investigation needed for this request.

2/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cable outage with miscommunication about when the repair will made. Phone, Internet, and cable are out.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Get my cable on today!

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ On 1/16/16 Ms. ****** contacted Time Warner Cable due to all services being out. She was advised that there was an outage in her area. Later that day the outage issue was resolved and Ms. ****** was still experiencing service issues. A service appointment was then scheduled for 1/17/16. After the technician left on 1/17/16 the services went out again but we were able to correct this issue the same day. A credit has been applied to the account for the two days of service in the amount of $14.77. Time Warner Cable considers this matter to be resolved.

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for a business account for two telephone lines, one fax line and internet and still not working! I signed a business contract with Time Warner on January 11, 2016 with ****** ***** located in Charlotte, NC for two phone lines, one fax line and internet. As of January 21, 2016 I still have NO SERVICE! This meaning my customers have NO way of placing orders by fax, phone or email which means my business is LOSING TONS of money!!!! I call everyday and get passed along the lines and having to explain my situation over and over again and then have no resolution or don't even know what to do. I try emailing my account consultant (******), and never get responses unless another person is cc'd on that email. With each email, I ask for any updates, when is my service going to be up and running,etc. The response (if I get a response) is that we are currently working on resolving this issue and will be in touch once resolved. So am I suppose to wait till the end of next month to hear anything? I would cancel my contract and go with another provider like **** but unfortunately Time Warner is the only one that services this location???? Completely disgusted with the customer service, communication, the non working service and unprofessionalism.

Desired Settlement: Once my service is up and running, (if that ever happens)I would expect a company like Time Warner to offer all services at no charge for three months of service which totals the amount of business I have missed due to not having internet, phones lines and a fax line.

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ Good Afternoon, This issue has been resolved. We were able to complete installation on 1/22. The assigned phone numbers were activated this week and the account has been credited for 1 month of phone service. Please let us know if there are any questions. Thank you. Chris B. Executive Resolution Team Time Warner Cable Business Class

1/29/2016 Problems with Product/Service
1/28/2016 Problems with Product/Service
1/14/2016 Advertising/Sales Issues
1/14/2016 Advertising/Sales Issues
1/11/2016 Advertising/Sales Issues
1/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Time warner cable does not disclose their regular plan price. Listing only the promotion price is misleading I checked my my internet bill from TWC today and found I had been charged for $57.99 since August this year. I called TWC and a CSR told me that it is because my previous charge was a promotion price and the bill is higher after the promotion ends. I asked her if she can point me where does this policy and charge listed in the website, she went to look it up but returned the same conclusion as mine, the TWC did not disclose the "regular" service charge on their website. They however, listed a price and a "discounted price". I think most people will think the price is the regular price. But the CSR told me that the two prices are actually "promotion price" and "discounted promotion price" respectively. I think it is misleading and TWC is very dishonest. The consumer should have the told the regular price so that they can expect what kind of rate they are incurring after the promotion ends, so that they have an opportunity to switch provider or downgrade it. Without knowing the information, customers like me may likely assume little or no change to their plans. I checked the **** website, they did listed both. So it is not a typical practice of the industry. I feel there must be a lot of victims with the TWC's price non-disclosure. It needs to be fixed.

Desired Settlement: The CSR did applied a promotion price for me to keep me as a customer. I ask the company to disclose the normal price in their website. not the promotion price and discounted promotional price. I also ask partial refunds for the months I have been charged at a higher rate. I think TWC should really make efforts not to disappoint their loyal customers.

Business Response: Initial Business Response /* (1000, 5, 2015/12/24) */ Conciliation Department Better Business Bureau, Inc. RE: Customer: ******* **** Case ID: #******** Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* **** complaint. Mr. **** concerns were investigated. Mr. **** was in a promotion that expires in August 2015 which increased his monthly rate. Promotions listed on our website, does make the customers aware of each promotion timeframe. In addition, at the bottom of the promotion there is also a disclosure/fine print making the customer aware as well. If the customer type in "Retail Rates" in the search bar on our website they can locate our standard price listing for their area. At this time the customer has been placed into another 12 month promotion taking his monthly rate to $34.99. Our investigation is complete and we consider this matter closed on our end. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

12/29/2015 Billing/Collection Issues
12/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I get horrible service everytime I call Time Warner. I am looking at returning my equipment and going with a competitor if you don't resolve. On 11/24 I called to get new service and selected self install. When I picked up on 11/25 I asked if they have hooked up the outside yet and she said yes. When I got home come to find out it had not been hooked up. So I called time warner cable and was told that they would be out there on 11/27/2015 then they never hooked it up on that day. So I called on 11/28/2015 and was told they would be out today and I would receive a call when it was complete. I never received a call so that evening I called and they said it was hooked up but I still did not have internet service. I spoke one guy he then transferred me to someone else then this person said there was nothing she could do and was going to schedule a tech. to come out but the earliest they could come it she said is 12/4. I said this is not acceptable then I spoke to someone else about this and she said that I would have to talk to billing so I was transferred to billing and luckily this person knew multiple areas or I wouldn't have got my internet tonight. The only issue was that it was not activated and technical support did not even realize this. You might as well not have a technical support department.

Desired Settlement: I think there should be some kind of credit for all of the inconvenience that I went through like 2 months free. If you don't want to do anything I will leave and go to a competitor of yours.

Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ To Whom it May Concern; We apologize for the inconvenience but are pleased that we were able to resolve the customer's complaint. Per our subscriber agreement, we do not credit for inconvenience and as the customer was not billed for this service prior to 11/28 there are no credits due. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Either they need to give me the credit or I will cancel my service with Time Warner Cable. Final Business Response /* (4000, 12, 2015/12/15) */ To Whom it May Concern, TWC policy states that we do not issue credit for inconvenience and we stand behind that policy. We apologize for the inconvenience. Sincerely, Time Warner Cable

12/2/2015 Billing/Collection Issues
11/30/2015 Problems with Product/Service
11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not informed of details of transactions Told i would get $200 credit for install by sales rep in office. Not told bill must be current to recieve it. Not told i could not cancel security system without a $95 cancellation fee. Was told that i could switch to a lower plan when promotion ran out that would take my bill bavk down to where it was. Told today that there were no promotions available that fit that criteria.

Desired Settlement: I want my full $200 installation refunded and i do not want to be charged $95 for removing the security system.

Business Response: Initial Business Response /* (1000, 5, 2015/11/23) */ Conciliation Department Better Business Bureau, Inc. RE: Customer: ****** ****** Case ID: #******** Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** ******'s complaint. Ms. ******'s concerns have been investigated. Intelligent Home customers are entering into an 18-month agreement. If a customer exits the contract prior to the 18-month minimum service term, early termination fees apply. The following verbiage is included in the Work Order that the customer signs at time of installation. Our record indicts Ms. ****** was installed with our security system on 9/07/2014 and signed the word order which states: From the "Work Order Consent to Subscriber Agreement": I acknowledge that I am aware that any smoke and/or fire sensors that TWC has installed are not compliant with local, state, or national fire codes either in their placement within my home or in connection with their technical functionalities and are not intended to replace smoke or fire sensors that are required to satisfy local, state, or national fire codes and that TWC recommends that I have and maintain code complaint smoke and fire sensors throughout my home in addition to those that I purchase from TWC. I also understand and acknowledge that I am entering into a minimum service term and that if I cancel my Security and Monitoring Service before the end of the 18-month minimum service term, or if Time Warner Cable terminates my service for good cause under its customer agreements, I will be subject to an early termination fee equal to $299 (minus $17 for each month during the term in which I received and paid for the service). The early termination fee will not be waived. In addition, in order to retrieve any gift card all customers much first register for the card. During the registration it makes the customer aware of the Terms and Conditions which states: "Customers must remain active, in good standing and must maintain all services for a minimum of 90 days after package change. Offer is not available to customers with past due balances with Time Warner Cable during the program period or customers who have been disconnected for non-payment in the twelve (12) month period preceding this offer". After checking our records we found that Ms. ****** did register for the card which again provided her with the Terms and Conditions on the www.twcbetterreward.com website. Unfortunately, due to Ms. ****** not taking in good standing for 90 days she is no longer eligible for the Visa Gift Card. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My problem is not with the policies but with the lack of communicatinh. Of course it is aparently "my fault" for not finding this butied information within my contract. When i was talked into "trying" this system and was told of the free installation not one thing was mentioned to me about the bill being current at all times or i wouldnt receive the gift card. The rep just said "try it out, what do you have to lose." Her EXACT words. No mention of forfeiture if criteria is not met. All that i want is what i was promised if i kept the service for 90 days. I want my Gft card and i want to disconnect the security system without being charged. Its not right or fair. Final Business Response /* (4000, 9, 2015/11/25) */ Conciliation Department Better Business Bureau, Inc. RE: Customer: ****** ****** Case ID: #******** Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** ******'s complaint. Thank you for forwarding Ms. ******'s additional concerns to us. We have thoroughly reviewed this information as well as the original complaint, and we stand behind our initial response. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

11/12/2015 Problems with Product/Service
11/10/2015 Delivery Issues
10/20/2015 Problems with Product/Service
10/19/2015 Advertising/Sales Issues
10/13/2015 Advertising/Sales Issues
10/7/2015 Advertising/Sales Issues
10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3 weeks ago I lowered my cable services, after a long battle with customer service and my first BBB complaint. A technician was sent to my house to get my boxes and fix the wiring outside. I was charged for this service which I was not informed of. And whatever he did he messed up my services because I have not been able to use my basic cable services since he left, I have missed 3 football games! I have called over 4 times to get help with this, the first week I was told there was an outage in my area. I insisted the outage wasn't the issue, but of course they did not take me seriously. The other times I called I was told they would have engineering come out and look at it and fix the issue by Tuesday of last week....no one came or called me. Now when I call I can only talk to billing cause I have a past due amount, since my services are not working I have not paid. This is so ridiculous! I have been having an issue with this nonsense for over 2 months now, I thought this was all handled after my last complaint, I should have left it open till I received my bill and made sure my services were handled correctly. Product_Or_Service: starter tv with internet and home phone Account_Number: ********************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am exhausted of dealing with your customer service representatives who cannot help me at all. I have asked to speak to a supervisor but they are never available. I would like a complete credit for my entire bill of $234.62, plus any future bill I may incur, I want my account zero balanced. I would also like to cancel my services and I will return my modem to my local Time Warner address.

Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ Upon investigation of the complaint, we are more than happy to send a technician out to address any remaining issues with Ms. ******'s service and we apologize that services weren't working perfectly after our 9/3/2015 service call to her home. Per the complaint, Ms. ****** is also requesting disconnect. In order to set up a trouble call or to disconnect services, Ms. ****** will need to call *************. Ms. ****** has received previous credits totaling $200 - a final credit of $13.83 (for video service 9/3-10/2) has now been applied to the account - no additional credits will be issued in regards to this complaint. Please be advised that if Ms. ****** chooses to disconnect services, her billing will not stop until she returns all equipment to a Time Warner Cable retail establishment, the closest of which is located at *********************************. Time Warner Cable apologizes to Ms. ****** for any inconvenience this situation caused. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) My services have been non working since I made this change. I have called several times to fix the issue, no one has been sent out. It is now almost a month later and nothing has been done. I'm not calling anyone at your office, I have too much time into this simple matter! You should have sent someone out the first time I called after your technician had just been here! I will be returning your equipment and I will not pay you another dime! The previous $200 credit was not you doing me a favor, that was a billing mistake on your part! I have not been given any courtesy credits, so don't make it sound like you were doing me a favor! Final Business Response /* (4000, 9, 2015/10/01) */ While we are very sorry that Ms. ****** is not in agreement with our response, we do stand behind the facts as we presented them. We have noted the customer's Time Warner Cable account to set up a technician appointment if Ms. ****** does wish to request a service call for this reported concern.

9/28/2015 Advertising/Sales Issues
9/28/2015 Problems with Product/Service
9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to change my service from an internet/TV package to just keeping internet because the price has gotten ridiculous and we don't use the TV service much. I was very clear about this from the start but the guy kept trying to push other TV/internet packages on me saying that if I broke the bundles I would be paying out the roof for internet. The guy put me on hold for a long period of time to research packages even though I clearly said I was not interested in TV. I persevered in my commitment to dropping TV despite his warnings that I would be sorry and I don't understand what I'm passing up on(despite the bill being a mere $20 less and oh I was getting a $50 gift card). He then said since I was dropping TV I couldn't get any form of internet for less than $100. I said cancel it all then at which point he became very aggravated and proceeded to notice I had an outstanding balance and that he could not make any changes at this time. When I offered to pay the balance he immediately changed direction(and never did return to that) and told me multiple times after I make the changes and are unhappy in life to not try calling back because it will be too late. He then tried to sign me up for Extreme internet which was in the $80-$90 range and I said I don't need that I want the mid range. He dropped it to turbo which was $77 and I said I want standard, how much is that? He told me multiple times standard would be the same price for me as turbo because I'm breaking bundles(he was very irate saying that I'm breaking bundles and there were going to be no deals or help for me). I went into this with the intention of dropping TV because we don't use that service and retaining Time warner for internet. I think Time warner should care about keeping me as an internet customer and not try to drive me away completely because this employee did not get his way shoving a huge package down my throat which I've had for years and don't use. The attitude was extremely immature and unprofessional. BULLYING!!! Product_Or_Service: Cable TV/internet

Desired Settlement: DesiredSettlementID: Other (requires explanation) I'm not sure I want anything out of this other than to warn people that this business is awful to deal with. I've had problems with them in the past and dreaded and put off making the call last night because I knew it was going to be exhausting, although it was far worse than I expected. I'm trying to find suitable internet service elsewhere and would like to eliminate any business whatsoever with time warner. I think it's a real shame they can't operate with a little more integrity.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ We apologize for Mr. ******'s recent experience. We will be addressing these concerns. We have also reviewed Mr. ******'s account and were able to apply and additional promotion, this has lowered the mothly rate to $43.53 per month for the next 12 months. Time Warner Cable sonsiders this matter to be resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/21/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing this complain with the BBB due to a lack of customer service on Time Warner Cable's end, as well as multiple un explained errors.I started service with Time Warner Cable in March of 2014.I moved from my first billing address of ***** to billing address of ***** in the month of July, 2014.At this time I called Time Warner Cable to inform them I needed a transfer of Address. A technician came out and it was taken care of.I never had a problem until June of 2015. I moved from my billing address of ***** to billing address of *****.At this time, my service worked fine I setup the box myself and did not do a transfer of address as the service worked just fine .When July 1st, 2015 came the services stopped working.I called Wime Warner Cable on July 5th, 2015 to explain my services were no longer working. They explained to me that they had no existing account with my information provided. They stated that the Mac address on my WiFi router matched they're property, but They could not locate my account. They stated that the only option was to setup a new account and they would send out a technician. The technician arrived approximately a week later as scheduled. He stated that we had a perfectly strong signal, and there was no need for a new service, he stated we just needed to call customer service and have a "Address transfer" done. He left.Upon calling customer service, they stated they had our new account setup and was able to turn on the internet in our new apartment at *****. One week later. Services were shutoff. I called confused as to why services had been shutoff. I was confused as I just opened a new account with them not even one week ago. I received a phone call from a woman named Crystal who stated that I owed a balance of 145.00 from October of 2014 while I lived at the billing address of *****. I assured and explained everything that had happened recently, she stated that I was wrong and I had lived at ***** during that time. I requested statements, as my old account mysteriously no longer existed, my online access only accessed my new account now. She stated she would be unable to provide them as because this was from October 2014 it is outside of the dispute period.I explained I would need to look into this and contact them another time as I was at work. I called the following day and requested to pay the amount, They stated I had to speak to Crystal as she was the one over my account. They gave me her contact number. I tried reaching out to her, leaving her several messages on a voice mail with her ID. Over a period of 10 days I had called her. She never returned one call. I called time Warner Cables customer care number again to explain what was going on, the representative asked me to hold while they got Crystal on the line. Crystal came on the line and explained to me that she got my messages, but she said that could make out my name, but was unable to make out the last few digits of my phone number so could not return my call. I am not a Time Warner Cable employee. But I know she could have taken the steps to find my account with my name and information, as she was supposed to be the one following up with me in the first place. I spoke with her and explained I would pay but I wanted to post date it for the Friday of the week as I did not have the money. She explained to me that this was not an option but that she was willing to give me a call back. I explained how upsetting this was to me as last time that is what she told me. Again, she did not follow through with her end and I never received a call from her that friday. I attempted calling her and got no answer. The next day I called customer care and explained I will be returning my equipment to the store and I am done with their company. I wanted to take care of my final amount but they said I had to do it with Crystal as she was the one responsible for disconnecting my services. I returned my equipment and continued to await my call back from crystal.Today, on 08/13/15, I received a call from a Collection agency located in Washington for my Time Warner Cable Account. They explained I owed 145.00 immediately. Very frustrated, I explained what happened to this lady, and she stated she had no notes about anything as I am no longer in Time Warner Cables business. Very infuriated, I told her I would not be setting up anything with her but would be contacting the Better Business bureau.I feel absolutely mistreated, lied to, and played with. If something is not done about this, I will be contacting my attorney and I will be filing a lawsuit. Product_Or_Service: Internet

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to be completely done with this business and have all debts owed to his business in my name at a Zero Balance.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ Time Warner Cable reviewed Ms. ************ account and verified that due to the unpaid balance the account has been placed with Risk Management. As Ms. ********** stated, an agent has been assigned to her case and can be reached at **************. Time Warner Cable apologizes to Ms. ********** for the inconvenience this situation may have caused. Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an absolutely unacceptable response. First of all your company is not on top of your business. I am a sir, and upon "reviewing my account" you should have seen that. Also please pull all of the recordings from when I have called numerous times to the customer care department, they tell me to do exactly what you have just told me, that I must speak with Crystal. She does not answer nor return my phone calls period. As far as you stating my account was delinquent, your representatives I spoke with stated it was a bill when I lived at a previous address from over 12 months ago. I moved from that address 4 months prior and did a transfer of service. Please tell me why your company has denied to provide me with bill statements as proof of what I owe for this balance. You locked me out of my old account online. Then you state I owe 145 dollars from an audit a year ago, which was at an address I did not live at the time. Then when I asked for statements regarding it, the representative simply stated that I could not receive the statements but simply needed to just pay the 145 dollars. This is absurd, and I will be taking this court. Final Business Response /* (4000, 9, 2015/08/21) */ While Time Warner Cable understands Mr. **********s concerns the account has been placed with Risk Management and he would need to contact them at ************** to discuss the unpaid balance. A copy of the statement showing the unpaid balance has been mailed to Mr. **********. Time Warner Cable apologizes to Mr. ********** for the inconvenience this situation has caused.

9/1/2015 Guarantee/Warranty Issues
8/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I lowered my services 2 months ago and my bill has never been adjusted. Customer service entered the wrong work order! I called TWC on June internet~ $49.99 should have been my new rate, I spoke with Meisha. A week later I get a bill for my old rate and realize I was never downgraded. Today I called to find out that a tech was sent to my house,(on July 8th!!!) according to the notes, and no one was home. I was never told that TWC was coming to my home, I was never given a call saying "hey we missed you!". Then I called in again on several occasions to pay my bill and handle this. I spoke with a CSR named Dale, he put in the order for the downgrade, I believe around July 24th~ I told him should I go ahead and pay my balance to avoid service interruption and he instructed me to give it a couple of days to allow my bill to adjust. So I waited a couple of days, still no adjustment. At this point I was completely frustrated and tired of dealing with this nonsense. I have probably called at least a half a dozen times trying to pay and fix this issue! On my 4th call for today~ I spoke to a CSR named Garrett, he was very helpful and very polite. He said he could not do anything until the past due balance of $282 was paid. I said ok I can pay that as long as you back date my services to the $49.99 and I should have a credit on my account. He then informed me that his supervisor said they cannot do that, they could back date it to the 21st of August only. I am completely baffled with all of this and don't understand why I can't lower my services with this company. Currently my bill is $420.87, because TWC dropped the ball on work orders and failed to notify me of an appointment that apparently I had and the second time the work order was entered incorrectly. How am I not receiving a credit for TWC's error? I am asking for my bill to be adjusted and the new rate of $49.99 to be retroactive on my account starting on the 8th of July~ when I was told it would the FIRST time. That should put my bill around $225 I believe. So I should receive a credit on my bill in the amount of about $200. Again I want to continue my service with TWC, but I am not ok with your company telling me something and then not following through! Honestly I think TWC should give me a much larger credit for all this nonsense I have had to deal with but like I said I want to be fair.

Desired Settlement: So I am asking for a $200 credit on my bill and my internet services to be restored immediately. I also would like one of your techs to come and pick up your equipment. Once this credit is issued I will pay the balance of my bill.

Business Response: Initial Business Response /* (1000, 5, 2015/08/27) */ Time Warner Cable reviewed Ms.******** complaint. Our findings; on 7/6/2015 Ms. ****** called Time Warner Cable to request a downgrade of service. We were able to reach Ms. ****** and she agreed to $58.41 monthly for the desired level of service. We have a technician scheduled for 9/1/2015 to swap equipment needed for the requested change of service. We have also issued a $200.00 credit to resolve the over billed services. Time Warner Cable apologizes to Ms. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) They contacted me within 3 days, handled my complaint fairly and promptly.

8/25/2015 Advertising/Sales Issues
8/24/2015 Advertising/Sales Issues
8/11/2015 Advertising/Sales Issues
7/29/2015 Billing/Collection Issues
7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received a bill 100.00 increased. I did not change my service. I called ,got into a screaming cussing fight with customer service. Told them to turn the service off. They refused. They need a "code"; that my husband and I don't know. I want the service disconnected. I want my bill adjusted to the rate it was.I want prorated. Product_Or_Service: cable,bundle

Desired Settlement: DesiredSettlementID: Other (requires explanation) Bill adjusteddisconnect servicebill prorated 7/8/2015

Business Response: Initial Business Response /* (1000, 11, 2015/07/16) */ July 15, 2015 **************** BBB of Akron 222 W. Market St. Akron, Ohio 44303 RE: Customer: K******** M***** Case ID: ******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding K******** M*****'s complaint. Time Warner Cable has investigated Ms. M*****'s account and has found that Ms. M***** requested a new modem be sent to her home to replace her current modem at the time. Please note that this is not a normal practice as all equipment swap requests should be made at a local sales and service center. In order to complete this request for Ms. M***** a second line of business had to be set up at full retail price to ensure that she did not have any interruption of service while the new modem was in transit. Once the old modem was returned the 2nd line of business was removed however, before she returned the modem a new bill generated causing a sharp increase in her monthly pricing. TWC has confirmed that her modem was returned and the pricing has been corrected. Time Warner Cable has confirmed that Ms. M***** contacted our customer care department to cancel her service; however she was unable to authenticate the account to allow any changes to be made. Since Ms. M***** is NOT the account holder our agent requested to speak with the account holder to authenticate the account and change the PIN on the account but Ms. M***** refused and became irate. Please note that if a customer is unable to verify the PIN on their account it can be reset but ONLY with the account holder. Should Ms. M***** wish to cancel her service she may do so in person at a local sales and service center with the account holder present or over the phone with our customer solutions team but the account must be authenticated per TWC security policy. Time Warner Cable apologizes to Ms. M***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

7/25/2015 Billing/Collection Issues
7/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company shut off my service which was fully paid for the month due to a unpaid balance from a unrelated account. I was contacted by a agent of said company due to a apparent problem with my account,I returned their call to inquire about the problem twice, left a voice mail and had a operator leave word regarding a call back, my inquiry was never responded to. my services were cut off on 7/6/15 due to a outstanding balance which was owed to this company from a completely different account, and different person. I was not named, or responsible by contract, signature, or any other means on this previous account, my name was not attached in any way. The company sited a policy which they claim that I was somehow responsible for this previous account which was not mine. my service were installed September 30 of 2014 and apparently the issue took nearly 10 months for them to decide to take action as they did. In essence, Time Warner cable has stolen money from me by denying my services which were paid in full on my account, due to a account which was not in any way, my name, or legally my responsibility. Stealing is stealing, whether its money, service paid for, or both. No company reserves the right to break the law and take services or items paid for, and current. I have seen many complaints filed about this company for similar activities and believe that they are not above the law, they should be investigated for their practices, and charged in a court of law for theft of services, or any other infraction which has been shown to be applicable. Thank you T****** B*********

Desired Settlement: For Time Warner Cable to be forced to stop the practice of Theft of services. There are many many claims in regards to similar situations as my own, this company needs to be forced to stop actions such as they feel they legally can take.

Business Response: Initial Business Response /* (1000, 5, 2015/07/16) */ RE: T** B******** Complaint # ******** Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter. After reviewing Mr. B********'s account the following has been determined. On June 29, 2015, after an audit was recently performed, TWC sent out a letter of notification to Mr. B********'s residence regarding an account that he previously shared with his ex-wife Mrs. B******** at the same address that he currently has his TWC account at, requesting payment for the previous debt that was incurred at his residence. The cable account was in Mrs. B********'s name and she is held responsible for the debt. However, if there is a balance left on an account in which a person was cohabiting with, they are only allowed to reconnect service in another family member or roommate's name if the balance is paid. Since the account was removed out of Mrs. B********'s name on 9/30/14 solely for the purpose of reestablishing it in Mr. B********'s name, in good faith TWC assumed it would be paid in a timely manner. On July 6, 2015, because TWC had not received a response to the letter that was sent out, which forewarned Mr. B******** that his service was in jeopardy of being interrupted due to the past balance at his residence, his services was temporarily interrupted. On July 6, 2015, after being informed by Mr. B********, the ex-wife contacted TWC and paid the past debt that was in her name. We regret any inconvenience this may have caused Mr. B********. Thank you for the opportunity to respond to this inquiry. Sincerely, T**** C**** Customer Escalation Specialist Time Warner Cable *********** Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although Warner Cable's representative was courteous and sympathized with my situation, It seems as if they will continue to be permitted to continue the practice of what can no less be classified as theft. I was offered no real resolution, or compensation for the service which on my account, was paid in full and current, but yet was turned off, denying me service which I had already paid for. I cannot understand the legality of their "policy" and why a company who had over 2 B net income last year, cannot collect debt from individuals who are responsible for debt owed to them, and are permitted by law (apparently) to steal from, and strong arm customers to solve their collection problems. I see myself in the near future, switching over to another provider, who values their customers, and practices proper business ethics. Final Business Response /* (4000, 9, 2015/07/23) */ July 23, 2015 RE: T** B******** Complaint # ******** Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter. Thank you for forwarding Mr. B********'s additional concerns. While we apologize that Mr. B******** feels slighted in what took place and understands he does not agree with TWC's policy, it is set in place for a purpose. While Mr. B******** insists that TWC denied h** services that he had already paid for, in fact TWC did not. Mr. B********'s billing cycle runs from the 30th of each month to the 29th of the following month. Mr. B******** paid the balance for 6/30-7/29 on 7/20/15. Mr. B********'s service was interrupted for 3 hours on July 6. However, as a one-time courtesy, Mr. B******** has been provided a one day credit. Again, we regret any inconvenience this may have caused Mr. B********. Thank you for the opportunity to respond to this inquiry. Sincerely, T**** C**** Customer Escalation Specialist Time Warner Cable *********** Final Consumer Response /* (2000, 11, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have considered this case resolved. I have decided it will be in my best interest to pursue services from another provider in the near future, and feel its in the best interest for friends and family to be warned of Warner Cables policies and suggest they use another service. And as a final statement, Warner Cable explained my billing cycle was from the 30th through the 29th of the following month. They shut off my service on the 6th of the month, so as far as I can tell, this is a week into my billing cycle, which had already been paid for. Thank you for looking into this matter and I hope that many others who have been involved with this company, follows suit, and maybe companies such as Warner Cable will be diallowed to take advantage and practice policies which are not only unfair, but should be deemed illegal. Sincerely T****** B********.

7/20/2015 Delivery Issues
7/13/2015 Advertising/Sales Issues
7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Promising gift cards for changing services and then they deny the gift card altogether. 2 times now I have met the criteria through Time Warner Cable for a $300 gift card and both times we got denied. I have paid my bill every month on or before it was due and now they wont give the gift card when promised.

Desired Settlement: Give the gift card as promised I was promised 2 times a $300 gift card one in April 2015 and again in May 2015

Business Response: Initial Business Response /* (1000, 5, 2015/07/01) */ RE: Customer: ******** ****** Case ID: ******** Time Warner Cable has reviewed Ms. ******'s concerns regarding a Rewards Gift Card. In researching this complaint, our Rewards Department confirmed as long as Ms. ******'s Time Warner Cable account remains in good standing until 8/28/15, she should expect delivery of a $300 Gift Card within 4-6 weeks after that date. Time Warner Cable apologizes to Ms. ****** for any inconvenience. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: TW has phoned multiple times looking for someone whom has not paid their bill. I told TW to remove my #, to no avail. TY. *** NA

Desired Settlement: Please just quit bothering me. TY

Business Response: Initial Business Response /* (1000, 6, 2015/07/01) */ Customer:**** ****** Case ID: ******** To Whom it May Concern: TWC has notified our collections partners of the information provided by Mr. ****** in the complaint. We have asked that his number be disassociated with the current collections efforts. While we have been unable to make contact with Mr. ****** confirming this, we have made the necessary changes to resolve his complaint accordingly. We have left contact information if further assistance is needed in this matter. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

6/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: this company is on my credit report stating I owe a balance to time warner. I called time warner and they state part of the balance was from 1998($123.) I paid the part of the balance from 2013 ($59.00)to Time warner today. When I tried to contact the company the message states this number is inoperable. I went on line to the website and the 1800 number states this number cannot be reached from your area. Product_Or_Service: credit rport info

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this item removed from my credit report or be able to dispute with this company, but I am unable to reach them because their contact info is bogus.

Business Response: Initial Business Response /* (1000, 8, 2015/06/19) */ Good Evening We investigated the customer's complaint. The address provided does not find any customer information due to age. We found her previous account from 2014 on ******* Rd. That account does not have a balance due. The customer can contact the credit bureau's to dispute any reporting information. Information on that process can be found online at their individual websites. If Ms. **** would like to call customer service and provide any information to find the account in question our contact number is ************. Thanks Initial Consumer Rebuttal /* (3000, 10, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the account is closed due to age how come they are still reporting it and the dollar amount to the credit bureaus. It is on all three reports! Final Consumer Response /* (4200, 14, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not a complaint about time warner. It was about the collection agency on the credit report Prompt recovery resources. None of there contact info is valid. Even on the website. They didn't respond to the online request either. ************. Or *************. I have no problem withTWC. They were very helpful. They told me the debt that is reported is uncollectsble Final Business Response /* (4000, 16, 2015/06/29) */ Good Morning Per the customer, Time Warner Cable is not directly involved with this complaint. At this time, we consider the matter resolved

6/29/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On February 20, 2015 I returned cable equipment to the ********* store (*****) and cancelled cable. I received a bill for $49.80 which was paid upon receipt of the bill. In the meantime my autopay of $132.84 went through. I received a credit from TWC of $50.98 and they kept the remaining $81.86. Attempts to correct this through phone calls and faxes have been futile. I have been turned over for collection. ***** which handled the auto pay understood the problem and returned the $81.86 to my account but TWC wants this back. I did not use cable after 2/20. The period covered 2/11-3/10 so I am being asked to pay for cable that was not used. I have receipts for the returned equipment, a copy of the final bill and then 2 subsequent bills. I have been a TWC customer since 2013 and bills were always promptly paid. I have a reference number that may be of assistance and the only contact I could get from them after 3 lengthy phone calls Time Warner Research Ticket Number ********** Fax number for this: ************ (this was the number I received over the phone since I could not find this information anywhere on line)# Account_Number: ********************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I also want the collection agency stopped. This has NEVER happened before.

Business Response: Initial Business Response /* (1000, 5, 2015/06/09) */ Ms. ******* is disputing she owed $132.84 that was withdrawn from her bank account and applied to her TWC account on 2/1/15. The auto pay for $132.84 was for services for 1/11/15-2/10/15. Ms. ******* was billed $134.99 for services from 2/11/15-3/10/15 but the account was disconnected on 2/20/15 and prorated credits of $85.19 were applied. That took the balance to $49.80. That payment was applied on 3/19/15. When the customer disputed with her bank that she did not owe the full $132.84 and only owed $49.80 she requested the difference of $81.86 from her bank. The disputed amount of $132.84 is for January services and when the bank returned the $81.86 to TWC she now owes for services from 1/11/15-2/10-15. The balance owed is valid. Time Warner Cable apologizes to Ms. ******* for the inconvenience this situation may have caused. Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Time warner is incorrect. I have a bank statement showing a payment of 132.84 made on 2/26 to ***** credit card which is how I paid the credit card. There were payments made for January and February.I have gone to a lot of trouble and spent a lot of time trying to clear this up beginning inMarch. When was my account closed out? Is it possible that my payment on 2/26 hit after my account was closed out.Then there would be no record of payment.Perhaps, my concerns were not heard before because I was no longer a TWC customer. Final Business Response /* (4000, 9, 2015/06/12) */ Time Warner Cable has spoken to Ms. ******* and requested copies of the RPPS banking statement from her to verify an additional payment of $132.84 taken out on 2/26/15. She was given the mailing address as she did not want to fax the information. There was a payment for $132.84 that was posted to the account on 2/1/15. The account was closed on 2/20/15 and the billing stopped as of that date. Time Warner Cable apologizes to Ms. ******* for the inconvenience this situation may have caused. Final Consumer Response /* (4200, 11, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) On June 17th I received a call from TWC asking if I had sent the documents. There was no knowledge of the information posted on the BBB website. I would like acknowledgement from TWC in writing, mailed to my home address, verifying that this is truly done. I am done with this but they do not seem to communicate very well in their own company.

6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billed for no service by Time Warner I ordered internet service for $15 per month in or around April 2015. Time Warner never installed internet service after 3 weeks. When I called and spoke to the customer service rep, he explained it was installed. I told him it wasn't since I could not connect. I asked why hadn't anyone arrived at my home to install the service or call me or send an email to confirm it was installed? He could not provide an answer. The rep assured me that I would not billed since I did not receive service. I cancelled any future bills (I couldn't actually cancel service since I never received it). Now, I am receiving an $11.49 bill in the mail every month.

Desired Settlement: I would like Time Warner to change the balance on my account which had no service from $11.49 to $0. I would also like an apology from Time Warner.

Business Response: Initial Business Response /* (1000, 5, 2015/06/18) */ We apologize for the inconvenience. We have removed the service charge in the amount of $11.49. Mr. *******'s account is now at a zero balance. Time Warner Cable considers this matter to be resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February/2015, I had telephone service from Time Warner added to my existing cable service. After the installation of the phone service, I noticed that my security system stopped communicating with the security monitor center. After contacting both companies (Time Warner and ****** Security). ****** came and confirmed that the installation by Time Warner was done incorrectly. On April 21, 2015, ****** came out and corrected the problem. Time Warner had improperly reversed the wiring when they installed the phone. ****** charged $80.00 for the service call. I faxed a copy of the service receipt from ****** to Time Warner as instructed by ****** (Cust. Serv. Rep)on April 30th, 2015. The Supervisor at Time Warner (Kimberly) told my son on April 21st that she would issue a refund for the service charge. As of this date there has been no refund issued. Product_Or_Service: Service call to fix telephone installation Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund Refund of the service charge from ****** to correct the improper installation by Time Warner.

Business Response: Initial Business Response /* (1000, 10, 2015/06/04) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter. On March 28, 2015 Ms. ********, after discovering there were issues with her alarm system, had her son Mr. ********** contact TWC in her behalf. Mr. ********** informed TWC that it has been determined that the security system provider will have to come out to fix their alarm. In order for the security provider to fix the issue Ms. ******** had to agree to pay the service charge of $80. It was determined by TWC that the security system did not work properly due to an error on TWC's behalf. TWC has agreed to reimburse Ms. ******** the $80 that she was assessed by her security system provider. A check in the amount of $80 is being mailed out today 6/4/15 and should arrive at Ms. ********'s home no later than 6/9/15. This information has been conveyed to her son Mr. **********. A follow up call was set in place as well to gain confirmation that the check has been received. In addition, Mr. ********** has been provided the contact information of both the contracting supervisor that mailed the check as well as my contact information for any further concerns regarding this matter. We regret any inconvenience this may have caused Ms. ******** & Mr. **********. Thank you for the opportunity to respond to this inquiry. Sincerely, Trish C. Customer Escalation Specialist Time Warner Cable Kansas City

6/12/2015 Problems with Product/Service
6/8/2015 Billing/Collection Issues
6/1/2015 Billing/Collection Issues
5/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The cable box broke, so I called and customer service said they couldn't come to fix it for 3 days. I said we should get a credit for the days we missed the service. The customer service said they would apply a credit. The next month our bill had a service fee. I called again and the man from customer service said he would fix it. I said they needed to credit the account from he trip fee they "accidentally" charged us and for the time we missed. He said he cleared it with his manager and it was fine. He said we owed $145.75. This month we got our bill and been harassed by the collections saying we are past due for the trip charge and the service credit that was not a credit. I called again and Debby assured me that she fixed it and the new bill amount was $169.75. 2 days later we got another harassing call from collections saying we are past due for the amount time warner told us we would be credited. I called again and *** told me she had it fixed and took out the collection calls. 2 hours later we received another call.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for them to fix their collections and figure out the difference between credit and a charge. Never call me with a high credit score and tell me we are past due and get customer service people who know what they are doing and can speak English!

Business Response: Initial Business Response /* (1000, 5, 2015/05/12) */ We have reviewed Ms. ******'s account and have found that the proper credits have been applied. Ms. ****** received credit for the trip charge, late fee, and time without services in the amount of $70.00 on 5/6/15. Ms. ******'s account is no longer past due and the remaining balance is $99.75. We apologize for any inconvenience. Time Warner Cable considers this matter to be resolved.

5/21/2015 Delivery Issues
5/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We pay 2 bills and the first one they call in they said it did not go through they said wrong info both times but it wasn't and now they want cash an They just want cash and 30.00 dollars for reconnect fee. They are changing us times 2 on the bill . We need. Internet for doctor visits my wife is disabled

Desired Settlement: To get my bill straight in out so I can pay the right bill

Business Response: Initial Business Response /* (1000, 5, 2015/05/04) */ Mr. ********** was installed with Time Warner Cable services on 1/15/15. The regular monthly rate is $119.55. Time Warner Cable has received the following payments: 1/16/15 Payment of $101.11 2/28/15 Payment of $114.10 4/12/15 payment of $157.01 The payments received on 1/16/15 and 4/12/15 were returned. Mr. ********** is charged $30 for each returned payment. The amount quoted of $315.52 is correct. Due to the returned payments, we do require a cash payment at this time. Time Warner Cable considers this matter to be resolved.

5/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: this place is on my credit report and its been paid since july 2010 for 108 dollars... I want it removed and cant find ant numbers that are connected anymore for this company. it was for time warner cable for 108 dollars, time warner investigated ref. bbb report ******

Desired Settlement: DesiredSettlementID: Other (requires explanation) remove it from my report

Business Response: Initial Business Response /* (1000, 6, 2015/04/29) */ ********* *******, Dispute Resolution Consultant Better Business Bureau, Inc RE: Customer: ******* ******* Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* *******'s complaint. Time Warner Cable has investigated Mr. ***'s concerns. Mr. ***'s account at *************************************** does reflect a zero balance and we have made the collection agency aware, that the debt was satisfied. Please remember the debt will not be removed from the customer's credit report however, it will state that the debt was satisfied. At the address ************************************** the account was turned off for nonpayment on September 10th 2013 with an unpaid balance of $335.43. The customer made a ********** Debit payment in the amount of $335.43 taking that account to a zero balance. That was also the case with the address at ***************************************** where Mr. *** had services. That account was disconnected for nonpayment as well in February 2009. Once the final payment was made and brought the account to a zero balance, the debt should have reflected satisfied. However, it was not removed from his credit report. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 8, 2015/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) the collection agency that time warner used that has this account is evidently out of business, and didn't report this info to credit bureau. how do I get it removed Final Business Response /* (4000, 10, 2015/05/01) */ ********* *******, Dispute Resolution Consultant Better Business Bureau, Inc RE: Customer: ******* ******* rebuttal Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* *******'s complaint. TWC does not report anything directly to the credit bureaus this is done by the agencies. Mr. *** would need to dispute any accounts being reported on his credit report by ****** ******** ******** through the credit bureaus directly due to they are no longer in business. Once the dispute is sent to TWC the credit bureau will update the account. Time Warner Cable will be mailing out to Mr. *** letters stating each account in questions was paid in full. These letters will be mailed to the ***************************************** address. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

5/12/2015 Billing/Collection Issues
5/11/2015 Advertising/Sales Issues
5/6/2015 Delivery Issues
4/24/2015 Problems with Product/Service
4/20/2015 Billing/Collection Issues
4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TWC and dishonest sales practices with misrepresentation of product/prices via website. Called TWX on 4/13/15 to have Cable TV removed from account and only have Internet with 30mbps. Was told that Internet alone would cost around $89.00 without a bundle. When asked why the website said it was only $54.95, they said it was for new customers only. I then inquired where it said it was for new customers only, and the customer service representative said it does not. I then asked to speak to a manager, but was told they were not in the office. They offered to send an email stating that I would like to speak to a manager, but said they probably wouldn't call back.

Desired Settlement: Would like the internet price for the advertised price of 54.95 as stated on the website.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ April 16, 2015 ********* *******, Dispute Resolution Consultant Better Business Bureau, Inc RE: Customer: *** ******* Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *** *******'s complaint. We have attempted to contact Mr. ******* regarding his concern however, we have not been successful. However, on April 13th 2015 Mr. ******* was placed into a 12 month promotion at a monthly rate of $49.99 for Extreme Internet service. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/14/2015 Advertising/Sales Issues
4/13/2015 Delivery Issues
4/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried for years to get Time Warner to take accountability for their programming to no satisfaction. I like to watch the Boston Bruins hockey games in hd. The time warner tv guide lists the games often and when I go to view it, there is something else on in its place. I call and inquire and the tech always says they will make note of it but it is the channels fault. Here is the kicker. My brother also lives in ****** but luckily for him, he has ********* cable. When I want to watch the same game, he gets it but I do not. When I call to inquire, the TW staff say it is someone else's fault. Crazy. I find it very difficult to believe there is nothing that can be done as I said before, ********* provides the service no problem. I spoke to ***(woman) in ********* tech support, supposedly a manager and got no relief. She basically said it was tough luck on my part. I pay almost $2,400 a year for terrible service and zero satisfaction when it comes to getting what is advertised. They should be fined if you ask me.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a minimum of the games that are advertised to be available to me, in HD as they are advertised AND I would lime a one month credit to my account from the years of frustration Time Warner has put me through.If there were another cable provider available in my area, I would switch in one minute.

Business Response: Initial Business Response /* (1000, 5, 2015/03/19) */ March 19, 2015 RE: Customer: **** ****** Case ID: #******** Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ****** complaint. The results of the investigation show in the ****** area, Time Warner Cable carries NESN in both standard definition and in High Definition on channels 342 and 1342. Channel line ups are also available on the twc.com website to view what channels are available in the area. To receive High Definition programs an HD converter box is required. Customer may choose to go into their local retail stores to pick up an HD converter box or call into customer solutions at 1-800-***-****. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2015/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) TWC indicates the problem is due to my error for not having the HD converter box when in fact I do have the HD box. The error is and always has been on their side of delivering a product as advertised. Simply put, if channel 1234 (example) has programming indicated on their channel guide, it should deliver on that. They do not and time after time when I bring it to their attention they fail to correct or provide a customer satisfaction. One would think if a customer is paying close to $2,400 a year, they could watch a hockey game on the channel at the time it is advertised. Final Business Response /* (4000, 9, 2015/03/30) */ Followed by Mr. ****** rebuttal, Time Warner Cable researched the equipment on the account, which is a HD convert box with Digital service for the required features and premium programs, such as HBO to function. High Definition TV and High Definition Set-Top Boxes are required to receive HD service and HD codes will need to be activated. For more information about High Definition service, please contact Time Warner Cable customer service at 1-800-***-**** and upgrade your service. Time Warner Cable agents will be able to add your HD service codes and verify your suggested channels while you are on the phone. Please call today! Time Warner Cable apologizes for the inconvenience this may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Time Warner Cable considers this issue resolved.

4/7/2015 Advertising/Sales Issues
4/6/2015 Advertising/Sales Issues
4/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i have a time warner collection on my credit report that was paid july 20,2010... I want it removed... it was paid july 10,2010 for 108.44

Desired Settlement: remove this from my credit report

Business Response: Initial Business Response /* (1000, 5, 2015/04/02) */ ********* ******** Dispute Resolution Consultant Better Business Bureau, Inc RE: Customer: ******* *** Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ***'s complaint. Time Warner Cable has investigated Mr. ***'s concerns. Mr. ***'s account at *************************************** does reflect a zero balance and we have made the collection agency aware, that the debt was satisfied. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/04/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/31/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Better Business Bureau, I am enclosing information about a situation that I have been dealing with for the past four months. Time Warner has been trying to get me to pay a bill of $277.31, of which I owe nothing. At one point during this time, I received a bill of $47.58. After receiving a second bill for the same amount, I sent a check for that amount - hoping that would be the end of this mess. It wasn't, since I am now being hounded by a collection agency to pay this in full. This account was being paid by my credit card company - ********- automatically each month. I reported to them the situation and they tried for two months to come to terms with TW. However, TW was unable to resolve the problem. While I know TW is a huge company with tremendous resources, I have enclosed a bill that shows I paid TW through the month of October. Since we had **** disconnect TW equipment on October 28, there is no way I owe more money to TW. I cannot afford an attorney to fight this for me, so I have enclosed all information that I am sending to the collection agency. I also felt it important to report this to your bureau, since you are supposed to protect us from this kind of thing. Thank you for your help. To whom it may concern: I have been accused by Time Warner of not paying a bill for service period 11/1 - 11/30. The previous bills had been paid automatically by my ******** account. We contracted with **** for change of services and on October 28, **** disconnected TW cable and installed **** equipment throughout the house. I called TW and reported the cancellation of services, but they said the equipment had to be returned first. On October 31, my daughter and I returned the equipment to the store. We did not have one piece of equipment. On Monday, November 3, I returned the last piece of equipment. Case closed. From the time **** installed their equipment on October 28, we did not use any services from Time Warner. Upon receipt of the TW bill, I called ******** and asked them to not pay the bill, since I did not owe TW anything. They halted the payment and tried to handle the dispute with TW. TW refused to try to settle this with ********. This can be verified with ********. I received the following bills over the next few months: $181.58 (11/1-11/30); $47.58 ((12 - 30); $47.58 (01/01-01/30); $277.31(02/01-02/28. I owe nothing on any of these bills. The enclosed pages will show the billing from Time Warner and the installation of our new equipment from ****. The enclosed paperwork will show you that Time Warner has tried to overcharge me. I am sending this letter and the enclosed paperwork to the Better Business Bureau to show them how Time Warner sent bill after bill, trying to intimidate me into paying. (I finally paid the $47.58 - just to get them off my back. I expect that money to be returned to me.) By doing this, their false accusations can affect my rating with the Credit Bureau and my ability to get approved for future loans. I expect Time Warner and your collection agency to make sure that my credit- if damaged in any way- has been corrected and the $47.58 be returned to me. Please contact me as soon as possible with the resolution of this case. Thank you.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Business Response: Initial Business Response /* (1000, 5, 2015/03/20) */ March 13, 2015 ********* ********, Dispute Resolution Consultant Better Business Bureau, Inc RE: Customer: ****** ****** Case ID: #******** Dear Ms.********: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** *****'s complaint. Ms. ****** concern's has been investigated. Our records indicate Ms. ****** called in on November 7th 2014 to have her services with Time Warner Cable discontinued. In addition, our records indicate equipment was also returned to our local Sales and Service Center on ******* Rd. later that same day. Ms. ****** billing cycle before services were cancelled was from the 1st of each month to the 30th of each month on all of her billing statements. The billing statement Ms. ****** received in the amount of $181.58 was a prorated billing statement. This bill showed the customer's account was credited from November 7th 2014 through November 30th 2014 due to services being discontinues per the customer's request. However, that billing statement also included an unreturned equipment fee, in the amount of $134.00. This was due to the equipment being returned after the bill was generated on November 7th 2014. As stated earlier the customer did return her equipment and another billing statement was generated in December reflecting this. This was billing statement with a final balance of $47.58 (which was paid on Feb.9th 2015). On January 16th 2015 Time Warner Cable received notice from the customer's credit card company that the October 22nd payment in the amount of $229.73 was chargeback to Ms. *****, meaning she was giving the funds back. This payment covered the customer's billing cycle from Oct. 1st 2014 through Oct.31st 2014 and not November's bill. During the billing cycle covering Oct. 1st 2014 through Oct 31st 2014 Ms. ******did have active service with Time Warner Cable. Attached to this reply is: Ms. ****** full billing statements covering Oct. 1st 2014 through Oct. 30th 2014 reflecting a balance of $229.73. The full billing statement covering November 1st 2014 through November 30th 2014 with an ending balance of $229.73. This billing statement also reflects the customer's October payment which was applied to her account on Oct. 22nd 2014 in the amount of $229.73. The full billing statement reflecting the customer's account was prorated from November 7th 2014 through November 30th 2014, along with the unreturned equipment charge. The full billing statement reflecting the equipment fee was credited from the customer's account with an ending balance of $47.58 The full billing statement reflecting the October's payment was charged back on Jan. 16th 2015. The unpaid balance in the amount of $229.73 is correct and Ms. ******was not overcharged. Once the debt is paid, TWC will make the collection agency aware that the due was satisfied. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/03/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) After the explanation by TWC, I am more than willing to pay what I owe. If someone at the company would have explained the details of what had happened, this complaint would never have happened. When you can get no one from the company to talk to you, it is difficult to understand what is going on. I just didn't want to be taken advantage of. Thanks for your help.

3/31/2015 Advertising/Sales Issues
3/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company had poor unprofessional service. I need a technician to come install my internet in my office and they have been a no-show twice. I moved into my new condo and had Time Warner install cable, phone, and internet on February 15, 2015. The technician advised me that because the previous owner had DISH that the wiring was wrong in my condo and he was unable to install my internet in my office and that a specialist would need to come out. He "temporarily" set up my computer in the middle of my living room but advised someone would come out to move it to my office. The next day, without notice, a technician called me and stated that he was on his way. I was having another service installed at that time and I asked him if he could come in a few hours. He said no. I called the Time Warner home office and I advised them that I needed an appointment on the weekend or evening because I work during the day. At first I was advised that they were not able to come at anytime base on my availability. After escalating the call to a supervisor and being on the phone for an hour, I was advised that they would come on March 8th at anytime. On March 8th, I stayed home all day. By 2pm,no one arrived, I called the office and they told me that this would definitely be handled by the end of the day. By 6:30PM, no one had arrived and I called back and was told to wait until 9PM because that is the latest someone would arrive. No one arrived. I complained on twitter and facebook and the reps there told me that my appointment was rescheduled for today, March 9th. I told them that it would have to be after 5:30PM because I work during the day. No one called me. Well for the second day in a row, they were a no show. The representative on facebook advised me that it is still "open" but I can't seem to get someone to show up. My work order number for this issue is ********.

Desired Settlement: I just want them to keep their appointment and actually show up and set up my internet in my office as I have requested.

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ ********* *******, Dispute Resolution Consultant Better Business Bureau, Inc RE: Customer: ***** ******* Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** *******'s complaint. Ms. ******* was installed with Time Warner Cable service on March 13th 2015. Time Warner Cable apologizes to Ms. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called Time Warners Customer Service every week since the First week of February to get an issue with Kids on Demand resolved. And it has no. Every time I was told it would be resolved and it was not. They also missed an appointment after they said they would be on their way. AND this was also after I called multiple times the day of the appointment. I was alos told that my program would be extended for another year at the same price and it was not.

Desired Settlement: The problem has not been resolved after I have been transferred to customer Solutions Team

Business Response: Initial Business Response /* (1000, 5, 2015/03/10) */ We completed our investigation into Mr. *******'s account. This complaint has also came in as an FCC complaint. Multiple attempts were made to reach Mr. ******* via telephone and through mail. The Kids On-Demand channel in question is a part of our Digital Preferred channel package which is an additional $12.00 per month. After review of the recorded conservation that took place on 03/02/2015, we found that Mr. ******* requested the channel however, he did not want to pay any additional funds. At that time, the Customer Solutions Specialist offered him Disney On-demand at $3.99 per month. In addition, in effort to lower Mr. *******'s monthly rate, two promotions were added reducing his rate by $5.00 for the next 6 months and Mr. ******* accepted all changes. On 03/09/2015 Mr. ******* called in and requested to have all services disconnection. Mr. ******* also returned all equipment to our local store on that same day as well. TWC found no error with Mr. ******* bill and consider this matter closed. Regards, Time Warner Cable

3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sent me a letter last month saying my new monthly rate would be %85.95 and wou;d be good until 3/14/2016. They sent me a letter last month saying my new monthly rate would be $85.97 and that would carry me until 3/14/2016. Today 3/9/15 I get another letter from them saying my rate of $85.97 will go up to %107.22 and would be good until 3/14/2016. I called and talked to ****** and he gave me the run around. he asked what i watch and he said they could give me a rate of $99.27 to keep what i have I have the letter saying $85.07 is good through 3/14/2016.

Desired Settlement: I want the rate of $85.97 that the original letter stated until 3/14/2016.

Business Response: Initial Business Response /* (1000, 5, 2015/03/13) */ ********* *******, Dispute Resolution Consultant Better Business Bureau, Inc RE: Customer: ****** ********* Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** *********'s complaint. As of March 13th 2015 Mr. ********* chose to disconnect his service with Time Warner Cable. In addition, he also returned his equipment that same day as well. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I returned their equipment and went elsewhere to get my service, Time Warner called and wanted me to stay. They didn't offer the original locked in rate of $85.97 but it was cheaper than the $107 rate they said it would be. Sad, it took cancelling before they wanted to do something. See how many more customers they lose by doing business practices like that. Final Business Response /* (4000, 9, 2015/03/23) */ ********* *******, Dispute Resolution Consultant Better Business Bureau, Inc RE: Customer: ****** ********* Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** *********'s complaint. Please be assured our highly trained team of associates always has the best of intentions when serving our customers. Unfortunately, from time to time, our intentions fall short of your expectations. When that happens, we want to correct the problem and make sure it does not happen again. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

3/23/2015 Delivery Issues
3/20/2015 Advertising/Sales Issues
3/20/2015 Advertising/Sales Issues
3/18/2015 Problems with Product/Service
3/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner sent a tech to fix my Internet outage, resulting in my desk top computer no longer connecting to the Internet. On 2-9-15, I contacted TW for an Internet outage. They sent a tech on 2-10-15, who messed with my desk top computer while trouble shooting the issue. Found out that it was a broken cable outside and made the repair. I was told that all issues were resolved and the tech left. When I tried to access the Internet from my desk top, I could no longer do so. TW was contacted, and my son and I were told it was a modem issue and that the modem could be replaced by TW. I called on 2-11-15 to get that modem replaced. I spent about 2 1/2 hours trouble shooting with different techs/supervisors in an attempt to resolve the issue. When that didn't work, I was assured a tech would be at my house to fix the issue. Was given the work order number ********. This was around 1:30 p.m. At 3:30, I called TW for a status on the work order and was assured that a tech would be calling me within 15 minutes to come and take care of the issue. By 6:00, I still had not heard from the tech, and contacted TW, at which time I was told that no tech would be coming to my place and that the work order number I was given was not a work order at all. TW is refusing to send a tech to resolve this issue in a timely manner. They are also refusing to compensate me for lost wages for sitting at home waiting for the tech, and/or for repairs that I'm going to have to have an outside company do to a computer that was in working order before the techs were here on 2-10-15.

Desired Settlement: I want TW to refund one month's service for not being able to access the Internet and for the lost wages for not being able to work, while I sat around waiting for a tech to show that never did. I also want them to pay any bill that I end up having to pay to have my computer repaired.

Business Response: Initial Business Response /* (1000, 5, 2015/02/18) */ ********* *******, RE: Customer: ****** **** Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** ****'s complaint. A Time Warner Cable Lead Technician was out to Ms. **** home on February 12th 2015, after investigating her claims regarding service issues, the Lead Technician determined it was Ms. **** PC that was not pulling the IP from the modem. He further found all of the settings for the network were correct, due to the fact that in Ms. ****'s PC it would say it was connected to the network but would not pull the IP address. The Lead Technician also tested it with Ms. ****'s laptop and the internet worked fine. At this point there is nothing else the technician really could do because our modem was working fine and the internet was running correctly. When the TWC technician went out to Ms. ****'s home to fix the internet he found that ice had fallen off the roof and broke the fitting off at the ground block. In addition, the only thing he did in the customer's home was take signal readings from the cable running to the modem. After fixing the fitting outside the technician had Ms. **** check the internet which she stated was working fine now and technician exited the customer's home. Ms. **** would have to have PC repair service look at her desktop and if they say it was something TWC caused, they would have to provide this information in writing then we would pay to have it fixed. However, if it was something that TWC did not cause, Ms. **** would have to pay for it. Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2015/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, the tech that determined that there was an IP issue with my desktop is NOT the same tech who was messing around with said desktop only to discover a broken line outside. Secondly, that tech who replaced the wire DID NOT have me check my Internet and I most certainly DID NOT say it was working fine before that tech and his partner left. In truth, they messed around with my desktop, in an attempt to discover the issue. Then, they went outside and discovered the broken line since they had informed me that it must be an issue outside of the house and I mentioned the fallen ice. When they were done repairing the line, they came back in and were left unattended with my desktop as I assumed they knew how to do their jobs and could be trusted. A few minutes later, they came downstairs and said everything was working fine and left. A short while later I attempted to use my desktop and discovered that it was certainly not "working fine." Frankly, Time Warner Cable wouldn't have a clue what "customer service" means. Since it's obvious that they are going to continue to deny responsibility for their actions, there is no sense me wasting my time and money to pursue this issue. Of course, if they had any decency at all, they would offer reasonable compensation for the issue and save the bad publicity, but since they already have thousands of bad reviews and dissatisfied customers, I guess they really don't care about that customer service they brag of being so concerned over! It's a shame that monopolies, which are supposed to be illegal, are allowed to exist and companies like this can get away with treating their customers like dirt since they know they are about the only option for high speed Internet. Final Business Response /* (4000, 9, 2015/03/04) */ ********* *******, RE: Customer: ****** **** Rebuttal Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** ****'s complaint. At this time, Ms. **** would have to have PC repair service look at her desktop and if they say it was something TWC caused, they would have to provide this information in writing then we would pay to have it fixed. However, if it was something that TWC did not cause, Ms. **** would have to pay for it. Again, Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Services were "accidently" disconnected by TWC Rep. It has taken us a half a dozen phone calls, 4+ hours of my time and issue was never resolved. My name is ****** ******, account is with my husband ***** ****** **** **** Street **, *********** *****. We have been TWC Customers since 1999. I called this evening (2/12) to receive a quote on internet and telephone only. The 1st Customer service agent was very difficult to understand, sounded like he was out on a smoke break. I was talkingand he put me on hold mid sentence and I remained on hold for approximately 20 minutes, he returned with a quote of 52.XX. I asked when we were currently paid thru, he stated Feb 20. I told him, I either would do it than or I could call back, as I was talking to him, all my services were disconnected. Cable, Internet & Phone! He was so busy rushing me off the phone, that "he accidentally disconnected my services because he thought that was what I wanted?" He than proceeded to inform me it would take "2 hours or so to restore my services". I said no way, I would like to speak to a supervisor, He said "There are none available", I asked again, he than Hung up on me! So, I spent 2.5 hours of my evening talking with **** (2nd) CS agent who worked on adding all my services back. The 1st agent apparently put in a work order, and had no intentions on correcting the issue. I was also told I had Turbo (20 Download and 4 Upload) since Aug 2014 on my current. Upon speaking with several more reps, after my services have been restored they are no longer able to put me back in the package I had. From $110 to $129. So, our cable wasnt going below channel 107 and no longer had the guide or on demand feature. They kept telling me it was my box . I was on the phone with another 3 Cs reps that refreshed the signals/sent hits to the box and still did not correct the issue. Well they coded the boxes wrong and It was not a service I was paying for? This has been nothing short of a disaster at my cost because somone accidently disconnected my services and it has taken 5 days to correct the physical problems and I have yet to fix the billing issues. I am very angry and upset that this is how a loyal customer istreated, not to mention, the new customer, not loyal customer, have much better rates and promotions available. I am sure there are people that are out of jobs and need work and would provide a much better customer service response than the first yahoo that monopolized my whole night and ran up my cell phone bill because we had no way to call otherwise to correct the issue.

Desired Settlement: I would like them to honor their original package or even put a loyal customer in one of their Promo packages that we don't qualify for.

Business Response: Initial Business Response /* (1000, 5, 2015/02/24) */ ********* *******, Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** ******'s complaint. Time Warner Cable sincerely apologizes to Ms. ****** regarding all the issues she experienced stated in her Better Business Bureau complaint. For the inconvenience, Ms. ****** has been placed into a 12 month promotion at a monthly rate of $97.26. Once the promotion has come to an end, Ms. ****** rate will go back to the standard retail pricing. In addition, we will be investigating Ms. ******'s claims with regard to the agents she spoke with and we will be addressing our findings internally. Again, Time Warner Cable apologizes to Ms. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been able to confirm with anyone yet what our 12 mo promo pricing includes but will be happy to review it upon receipt.

2/23/2015 Problems with Product/Service
2/19/2015 Problems with Product/Service
2/18/2015 Delivery Issues
2/17/2015 Billing/Collection Issues
2/10/2015 Advertising/Sales Issues
2/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Been waiting over 3 mos for refund. Been told it was deposited in bank acct; been told check was issued 1/15/15 and again 1/28/15. On 10/23/14 I paid $147.35 for internet, TV and telephone over the telephone. I was told that if I was not satisfied that I would receive a full refund if the equipment was returned before one month was up. On 10/27/14 the equipment was installed. We had numerous problems with the TV and telephone so we returned the equipment to the store on ****** ******* Ave in N. ******, ** on 11/21/14. I have made numerous calls to TWC asking for my refund. I have asked to talk to a supervisor and each time I was told that no supervisor was available and that the person I was talking to could do the same thing for me as a supervisor. Initially I was told that the $147.35 was deposited back to my bank account from where it originally came. Then when it didn't appear, I again contacted TWC and was told a check was sent on 1/15/15. When I did not receive the check I again called back and was told a check was issued on 1/28/15. Today is 2/5/15 and I still don't have a check. They have my correct address so that is not the problem.

Desired Settlement: I am seeking $147.35 as was promised if I was not happy with the service within the first month.

Business Response: Initial Business Response /* (1000, 5, 2015/02/06) */ Time Warner Cable ("TWC") has investigated the subject complaint and we describe below the current status of this matter regarding ***** ****'s complaint. Time Warner Cable has reviewed Ms. ****'s account and we have verified that a refund check in the amount of $147.35 was processed through our corporate office on 1/28/15 and mailed on 2/3/15. Time Warner Cable apologies to Ms. **** for the inconvenience this situation may have caused. Initial Consumer Rebuttal /* (2000, 7, 2015/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received their check in the mail on 2/9/15.

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Took the money out of my checking on the wrong date and left me with a negative balance on my checking acct. I called and spoke with a customer rep from Time Warner Cable about having the money taken out of my checking on Tuesday the 27th of Jan. In fact, I called twice just to make sure they were taking it out on the right date. I gave them my checking acct numbers and the amount to take out. When I checked my account the next day, they had already taken the money out and I was short in my checking account. I want the 36.00 reimbursed to me that I had to pay the bank. Thank you

Desired Settlement: I want the 36.00 reimbursed back to me in bad fees that I had to pay the bank.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ We have verified that there was an error on the payment date. We would need a copy of the bank statement faxed to ***-***-**** ATTN: ******, showing the $36.00 overdraft fees. Please also include the Time Warner Cable account number. Once that information has been received we will process the refund through our corporate office.

2/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I pay for high speed internet and they are not honoring the speeds I pay for and are overcharging me. I pay for 34 MBPs and they constantly provide me with 15 MBPs or less. I pay $60 each month while the service I recieve is worth about $20. They are overcharging me $480 per year. I have called them multiple times with this complaint and they always find a way to fix it on the spot but then it goes back to low speeds. For examp, tonight (1/14/15) i called them because my speeds were 10MBPS. They fixed it back up to 34 Mbps and within an hour it was back to where it was. They are ripping their customers off and violating their contract. They do not care about their customers and I will never recommend them to anyone. I will rather recommend ATT or verizon. They constantly keep you uninformed when you ask why the speeds are so low and claim that they need to "look into it" to fix it. They cheat their customers out of what they pay for and are a Terrrible, incompetent company. Not to mention, when I first ordered my internet, it took them a 'month to set it up, on top of three maintenance men and multiple phone calls. They treat you like dirt.

Desired Settlement: Refund or fix

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ RE: Customer: ******** **** Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******** ****'s complaint. A Time Warner Cable Technical Supervisor contacted Ms. **** regarding her service issues. On that call the Supervisor provided Ms. **** with some troubleshooting tips as to what to do to resolve her services issues. Ms. **** was also provided with the Supervisor's contact information if the tips did not work. At this time, the Technical Supervisor has not received a call back from Ms. ****. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

2/9/2015 Problems with Product/Service
2/9/2015 Advertising/Sales Issues
2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: billing for services not rendered, scheduled to show up twice without showing up and no call. Promises to call and then not calling. IN early November while replacing my modem at the Time Warner cable office in ********* ** the customer representative told me about Time Warner cable's new plan with TV Internet phone special and offered to throw in HD DVR also. I told her I would think about it.A few weeks later I went on the TWC website where they have an offer of a $100 gift card. I went to the chat site and chatted with **** I asked **** if this price include Fox sports ****. She assured me that it did and that the $89 plan included 200+ channels, epic, free hd box, extreme internet with 50mbps, free wireless router and unlimited phone service and all fees waved.(I have a printed copy of the chat) - I also asked about the senior discount in the ***** area code and the answer was yes.-I then went to the ********* store but the clerk knew nothing about the senior discount and thought I might have been on a verizon site. I came home, went into history and seen that i was indeed on a T.W.C. site.- I then called *** ***-**** and talked to a representative that knew nothing about the senior discount but after 62 minutes told me he had it all figured out but could not give me the 50 mbps as stated on the chat line. I agreed to 30 mbps and he scheduled installation for Nov 26 2014.-The installer showed up on time but had the wrong box for the bedroom and was unable to hook up and port my phone over. After Thanksgiving I called TWC and was turned over to **** #******* employee ID. She said she would set me up with a installer to bring out the hd box and port my phone over. I asked her to verify my plan and discounts. she verified 1hd dvr, 1 hd box, phone, internet. with the senior discount, the total including taxes would be $105.98. Am appointment was set up for Dec 1st between 8-9am. About 10.30a as no one had showed up, I called TWC. After going through the automated queries the robot ask if I was calling about the installation. when I talked to ******* a live person, she said they had nothing on it and I should to be able to do it myself. I explained that the installer had trouble with it and I would like them to do it as promised. I gave her ****s name and number and she promised to send her an email. After waiting several days with no response I called TWC and spoke with ***** employee number ******. she said she might be able t0 port it from that end but after some time scheduled installation for Dec 11th. Again no one showed up and after calling I was told that I should be able to do it myself. I went to the ********* store and exchanged the box. but I still couldn't get the phone to work. I then purchased a new phone but still nothing but a hum on my land line and TWC.I am still paying TWC and my local telephone co. while neither phone service works. I can't cancel ********** service as I need to keep my number.- On Dec 30th I called TWC and talked to ******** in ********* and asked to talk to a supervisor. ******** told me that a supervisor would call me on my cell phone that day but again no call--I'm hoping The BBB can help straighten this out as I've lost all confidence in TWC after all the promises and valuable time and money thats been wasted I just paid my bill and it's much higher than promised. Again when and if a representative calls the cell phone number is *** *** ****.

Desired Settlement: I would liked my phone hooked up and ported over, to be given the discounts as promised. and free cable equating to two months of phone service not rendered from TWC and two months of phone service I'e paid to ********** Telephone Co. Also for time waiting for two no shows and two hours and fifteen minutes comprising of 15 calls to TWC

Business Response: Initial Business Response /* (1000, 5, 2015/01/27) */ RE: Customer: ******* ******* Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ******* complaint. An Office of the President Specialist contacted Mr. ******* regarding his concern. At this time, the telephone number in question which is (***) ***-**** is scheduled to be ported back to Mr. ****** on Feb. 4th 2015. At that time the number should be active and up and working. Once the port is completed on 2/4 I will be contacting Mr. ******* again and addressing his monthly rate, to get him to the rate he was quoted or close to it. Mr. ******* also has the specialist direct contact information if he has any questions or concerns. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable

2/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/26/14, we "re-bundled" for another yr in the amount of $145.92 (includes all serv/equip/taxes). February billing is $158.68. I contacted TWC on 12-26-14 to re-bundle our services and secure pricing for another year. I spoke with ******* on this date in retention. He indicated he could re-bundle our account for another year that will include our current services and equipment as well as tax in the amount of $145.92. On 1-29-15, I received February billing in the amount of $158.68. I contacted TWC to dispute the unexpected increase and spoke with *******. She noted the promotion I agreed to in reference to 12-26-14/*******. However, she was not able to correct their billing error. I requested to speak with a supervisor, but was informed that the supervisor, ******** was unavailable. She informed me that she will have the supervisor contact me back within 24-48 hours as well as expedite a call to me, hopefully before the end of the day. It has been beyond 48 hours and we have not heard back from TWC or a supervisor. This has NOT been the 1st time we were told one price and a bill was later increased. However, TWC has previously corrected the billing when we called. Unfortunately, since TWC did not correct their error or call back within the time they said they would, we decided to file a BBB complaint.

Desired Settlement: We are requesting TWC to honor the price they quoted us on 1-26-14 in the amount of $145.92 for the 1 yr. (including all services/equipment and taxes). We are requesting TWC to correct the February 2015 billing.

Business Response: Initial Business Response /* (1000, 5, 2015/02/03) */ RE: Customer: ******** ******* Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******** ******'s complaint. Mr. ******* account has been placed into another 12 month promotion to honor what he was quoted. At this time, the customer's new monthly rate for the next 12 months is $142.07. This includes all services, equipment, and taxes. In addition, the billing statement the customer received reflecting $158.68 for the billing period covering Jan. 25th 2015 through Feb. 24th 2015 he should only paid $140.73 (bill was prorated due to new promotion being added). Then going forward his monthly rate will reflect the $142.07. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear BBB, Thank you for the prompt attention in this matter with our complaint against TWC billing error. We find the response from TWC to be satisfactory in resolving this issue. We are glad that TWC honored the original quote as well as decreased the original quote a few more dollars. We sincerely hope that TWC can put more effort in addressing this type of billing error before billing is sent and provide better support to the TWC billing department to correct the errors when they do occur. We consider this matter resolved. Sincerely, ******** *******

2/2/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am a new customer for TWC called and quoted pricing. Cable installed and installer said it would be $79.00. I told him we weren't quoted that. He said have to call the billing dept. Called billing got confirmation of $44.99 after again talking with supervisor. Received bill and it's $84.69. Called back Sunday, January 25. They haven't a record of $44.99. Talked to 3 different people over 1 1/2 hours on the phone today. Last supervisor today stated he couldn't hear me and hung up on me. The bill is due 2/3/2015. I would be happy to pay the amount quoted of $44.99 for 12 month guarantee. We have notes with amount quoted which was *******, *********, ** conf. # ***********.

Desired Settlement: DesiredSettlementID: Other (requires explanation) need invoice to be corrected and amount $44.99 guaranteed for my new customer account that I was quoted starting in February. **** *******, can speak to my mom ******** ******* who has been calling TWC and trying to help me with this.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** *. ******* complaint. Mr. ******'s account has been reviewed. At this time, Mr. ******* has been placed into a 12 month promotion taking his monthly to $37.70. His account was also back dated to replace this rate as well. After the 12 months has come to an end, his monthly rate will go back to the standard retail pricing. The bill the customer received in the amount of $84.69 he should only price $37.70 of that bill. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the monthly rate since this is what I was quoted. Also stated by all 3 TWC representatives was after the 12 month rate my increase would go up by just $5.00 a month for the next year. I want to make sure that this is clear since it doesn't state that in this letter from TWC. sounds as though they want to charge me again for the full pricing and 3 representatives all said the same on price quotes. They only go up by $5.00. thank you, **** *******

1/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In September 2014 I called and cancelled my Time Warner service. I continued to be billed despite this. On September 17, 2014 I called to disconnect my Time Warner Business Class Internet service because my small business was closing. I spoke with a woman (I did not make note of, nor do I remember, her name) in the disconnection department who told me after 30 days my service would be cancelled. At the end of the conversation, I asked if I needed a confirmation number, and she answered that I would be emailed a confirmation. I asked about returning the cable modem. She told me I could either return it to the nearest TWC location or have a representative schedule a time to pick it up. I told her I preferred to have a rep pick it up, and she told me she would note that and have someone contact me. My business closed its doors and moved out of our location over the next few weeks of September. On 12/15/2014 I checked the old email address for the business and saw a bill from TWC for $464.37. They continued to bill us for months of service after I cancelled my account. After reviewing my emails from months of September and October, I did not receive confirmation of the cancellation as promised and I was not contacted to arrange pickup of the equipment. 12/23/14 I submitted a request on the Time Warner website to attempt to resolve the issue, with no response past the original confirmation that they did receive the request. 1/6/2014 I called Time Warner to dispute the charges. After speaking with one representative and then being transferred to a supervisor, I was told that their disconnection department is not required to tell me what I have to do to disconnect my service, and that in fact I was required to submit in writing my request for cancellation. I pointed out to the supervisor that if I contact their customer support and they tell me my service will be disconnected based on our conversation, what else should I have expected to happen? The representative that I spoke with to cancel my account in September told me the account would be cancelled.

Desired Settlement: I would like my cancellation request backdated to September 17 2014 and I would like the fees and charges which have accrued since that time to be removed from my account.

Business Response: Initial Business Response /* (1000, 6, 2015/01/16) */ ********* *******, Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ****** complaint. A Business Class Escalation Specialist reviewed Ms. ******'s account and found there were no cases, opportunities, or notes on the account indicating that the customer ever spoke with Retention about disconnection of her account. The only notation on the account, were notes on 1/6/15 indicating that the customer was advised she had not done her part to disco her Business Class account properly meaning there was no written request with a time stamp from the customer, to have her Business Class account disconnect which was reflected in her Terms and Conditions. Unless documentation is provided by the customer supporting a voluntary disco was requested prior to the scheduling of the Non Pay then the unpaid balance cannot be removed. The account will experience a full disconnect due to non-payment on 1/19/15; however, due to the contract expiring in 2013 there will be no Early Termination Fee. In addition, since the customer misplaced the equipment as per the notes, she will be billed for the equipment unless returned. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 8, 2015/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attached a document proving that I did contact TWC on 9/17/14. Please see the attached copy of my Verizon Wireless bill from that time clearly showing the TWC phone number for an outgoing call lasting 4 minutes. The TWC employee I spoke with very obviously did not do her job. She did not record the call and did not send the required documents to cancel account. This error is the fault of TWC, not me. Final Business Response /* (4000, 10, 2015/01/26) */ ********* *******, RE: Customer: **** ****** Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ****** complaint. Ms. ****** the customer was able to locate her Verizon Wireless phone bill with documentation showing that she called TWCBC on 9/17/14 to disconnect services. We have created a credit case for the overbilling from 10/17/14 to 12/30/14 when the account stopped billing to correct the stop bill date on the account, calculations are shown below. $139.99/mo would credit back $4.67/day to the account. $4.67*74 days= $345.58 before tax credit owed. A Business Class Specialist contacted Ms. ****** and explained to her the resolution as well. In addition, Ms. ****** and advised the specialist that she found the TWCBC modem and will go to one of the TWC offices and drop the equipment off. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Final Consumer Response /* (2000, 12, 2015/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) What a relief. It's disappointing that I had to resort to the BBB, but I am so grateful this has been resolved and I'm glad I had a phone record. I can't help but think if I had not made the call on my cell phone, I would have had no "proof" and the Time Warner Cable representative I spoke with on that day made mistakes that would have cost me several hundred dollars. Thank you to ****** with the Executive Resolution team. ****** was extremely helpful, friendly, and respectful. I returned the equipment to my local TWC today and paid the balance owed for the 30 day grace period. I look forward to not dealing with Time Warner in the future!

1/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner has way overcharged me for cable services that did not work I recently cancelled my Time Warner Cable Service because of so many problems using their cable box. Then they sent me a bill for $124.83 and just recently sent to credit reporting agency who calls my home atleast 3 times a day. Time Warner knows I am in my rights not to pay for this service that has not worked properly in over a year! They have a record of all the times I have called telling them the box is not working again. After having them send me off to one of their store locations over 15 miles away for THE THIRD TIME to exchange my box for a new one, We were told by the store that they do not carry any NEW cable boxes. We keep trading our malfunctioning one in for another used one. Over the past year Time Warner could never help with a new box. We COULD NEVER rent a movie without getting an error msg .. yet we were charged every month for this service. So we finally decided to go with another cable company. Time Warner has not refunded my acct for any of these issues, instead just kept on charging us for services they could not provide.

Desired Settlement: Times Warner has now sent our last bill to a collections "******* **** ******" who call my home endlessly. And I'm afraid this now on my credit report. I want this 124.38 taken off my bill. It should have never been charged in the first place. If I went back a year of non-service issues a refund would be much more than this. I would also like this reprt taken off my credit report!

Business Response: Initial Business Response /* (1000, 5, 2015/01/19) */ January 19, 2015 RE: Customer: ****** ****** Case ID: #******** Dear Mr. ******: Time Warner Cable has investigated the subject complaint, and we describe below the current status of this matter regarding ****** ******'s complaint: The account in question has been reviewed for the year of 2014 and it was found that there was a call placed to Time Warner Cable on 4/26/14 regarding picture quality. The digital converter box was replaced at a local Time Warner Cable lobby later that day and the account was credited $5.00 for the inconvenience. Another call was placed on 5/11/14 regarding a converter box issue. During this call, the customer stated that they did not wish to have a technician visit their home to address this issue and would again visit the local lobby location. A $15.00 credit was applied on 5/15/14. Lastly, a call was placed on 8/2/14 regarding a Video On Demand (VOD) issue not allowing the customer to purchase an order. Signals were sent to the box to correct the issue and a $45.00 credit was applied to the account. The account was soft disconnected for non-payment on 11/30/14 and later disconnected at the pole on 12/16/14. Since September of 2014, we do not have any other or recent documentation that Mr. ****** has reported to Time Warner Cable any on-going issues he had been experiencing with his services and therefore, unfortunately no further credit adjustments will be applied to the account. The account currently has a total balance of $124.83 which we have determined is valid. Because this amount is currently past due, we do suggest that a payment is made as soon as possible to avoid further collection attempts. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dates stated above ONLY include the three times i've called. We have notified Time warner several times about the 'on demand' never working. Each time I called was because we had gotten to a frustating point to cancel the service that would never work after weeks and either time warner would fix something thru the line or have us pick up another refurbished dvr system. That again would fail. Time Warner is not looking back to how far this problem has been going on. AND during all this frustration we still paid for it!! Final Business Response /* (4000, 9, 2015/01/28) */ January 28, 2015 RE: Customer: ****** ****** Case ID: #******** Dear Mr. ******: Time Warner Cable has investigated the subject complaint, and we describe below the current status of this matter regarding ****** ******'s complaint: Unfortunately, we do not have any records of Mr. ****** previously disputing the account balance due to the service issues described. Due to the lack of supporting documentation and work order history regarding the excessive service issues, we regret to inform Mr. ****** that the current account balance is valid. In addition, Section 1(i) - "Your Financial Responsibilities; Billing Errors", of the Time Warner Cable Residential Services Subscriber Agreement states: "You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive any right to (in other words, you will not be eligible to receive) a refund or credit." Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

1/26/2015 Billing/Collection Issues
1/20/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called Time Warner on Sunday and spoke to a representative who was to do the following three things:1. Cancel my service at my old address2. Add internet only for $44.95 (Turbo)3. Schedule installationHere is what happened:1. My service was never canceled2. The services added were internet phone and cable. Which were NEVER discussed except I did not want them.3. Installation was to be for Tuesday. It was scheduled a week from Tuesday.So, I called again today after the technician never showed up and here is what happened:1.. The second representative today again put in internet cable and phone order. She told me she had corrected the order to turbo only...lies lies lies.2. I was lied to about the appointment time of 11-12 tomorrow morning the customer care supervisor confirmed NO change in order and NO installation.So now I ask customer care representative who offered me a whopping $20.00 off my bill and said she had to transfer me again to fix the order and installation time. So, in essence all the time I spent was a waste. My husband and I both work from home and have now been with out internet for two days because of the negligence of the representatives. Twice I called with no resolution and more wrong services and bills. This is not acceptable. I have no other internet options because it is a monopoly in my area TWC is the only option for higher speeds. There is no competition.I am now on hold again. I want this settled and I want financial restitution for all of the lies I was told. I want to be contacted by customer retention and I want a complaint filed to the US government. This is wrong, ethically and morally the lies and hours spent. I have now been on the phone for over almost an hour and on hold for 15 minutes. Does someone want to comp me for the time? Product_Or_Service: Internet

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am now on hold again. I want this settled and I want financial restitution for all of the lies I was told. I want to be contacted by customer retention and I want a complaint filed to the US government. This is wrong, ethically and morally the lies and hours spent. I want to be contacted by an executive and restitution be made and I want to know how to complain to the government.

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ January 15, 2015 Customer: ******* ***** Case ID: ******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* *****' complaint. Time Warner Cable has reviewed Ms. *****' account and currently the amount that will be due on 01/21/15 is $2.53. The monthly charges for the account are $51.38. That is $44.99 for Turbo internet a $5.99 modem lease fee and taxes and surcharges. That price will be available to Ms. ***** through 01/2016. The account also shows that two adjustments have been made for a total of $103.38. Time Warner Cable apologizes to Ms. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/19/2015 Advertising/Sales Issues
1/19/2015 Billing/Collection Issues
1/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Spoke to a "supervisor" who was rude and downright nasty with me when I called about my cable not working. My cable went out yesterday, called yesterday twice with no resolution. Called again this morning to get the same run around, asked to speak to a manager. A "Supervisor" was put on the line. This so called "Supervisor" was rude and mean spirited from the start of the conversation. I was attempting to have the trouble looked at today but was told by the supervisor that "Time Warner is a service, not a life and death situation". I kept trying to explain to her that my expectation was to have the issue resolved in a timely manner only to have the "Supervisor" indicate that "scheduling of service is not her problem" and that was "the best she could do". I told her as a customer that is not acceptable and was told by her "I can't do anymore". She was getting louder as the conversation went along and she became meaner as well.

Desired Settlement: To have my cable fixed today 12/18/2014.

Business Response: Initial Business Response /* (1000, 5, 2014/12/23) */ RE: Customer: ******* **** Case ID: #******** Dear Mr. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* **** complaint. A TWC Technician was out to Mr. **** home on 12/18/14 and addressed his service issues. Mr. ****'s account has been credited a total of $43.96 for the time his service was out. In addition, we are investigating Mr. ****'s claim regarding the Supervisor's behavior and we will be addressing our findings internally. . Time Warner Cable apologized to Mr. **** for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Furthermore the technician DID NOT come to my house on the 18th. The technician arrived at my house on 12/21/14. Again, Time Warner shows its ineptness by not even knowing what day the technician showed up to address the problem. Final Business Response /* (4000, 9, 2015/01/06) */ RE: Customer: ******* **** Case ID: #******** Dear Mr. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* **** complaint. My apologies a TWC Technician was out to Mr. **** home on 12/21/14 and addressed his service issues. Mr. ****'s account has been credited a total of $43.96 for the time his service was out. Again, Time Warner Cable apologized to Mr. **** for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Sincerely,

1/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have an open collection on my credit report that is a duplication of a paid collection from 2012 for $311. Account was paid 10/31/2012. I had a bill with Time Warner Cable go into collections for the amount of $311. A company by the name of ****** ******** ******** Inc. out of *********, ** handled my collections account. The amount was paid promptly after it had been discovered on my TransUnion credit report in October of 2012 when I began to rebuild my credit. The amount in collections was $311. The account was closed after I paid in full on 10/31/2012 and the payment posted to my bank account 11/02/2012 for $323.52 with processing fees included. However I have discovered a duplicate account on my credit report recently and have found that the company is no longer in business and all means of contacting the company have been disabled. The collections account along with its duplicate are still on my credit report. The paid account is closed and the last report date on it is November 19, 2012 which is satisfactory. The duplicate account is still open however with an amount owed of $311. With no one to call to remove it from my report I am not sure what to do at this point.

Desired Settlement: I would like the duplicate collection account removed from my credit report entirely with the goal of making it seem as if it never existed on there in the first place. I do not wish to see any missed payments or late payments on the account or any delinquencies all together. Everything directly associated with it including negative marks and derogatory notices should be removed.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ December 17, 2014 RE: Customer: ***** ****** Case ID: #******** Dear Mr. ******: Time Warner Cable has investigated Mr. ******'s complaint. Our records indicate that former account #******** was disconnected in October of 2008 and currently contains of write off amount of $311.08. This debt is valid and unfortunately, we do not show any documentation that this debt was paid. If Mr. ****** is able to provide proof of payment regarding the debt in question, we will be able to research this matter further and we will be able to update any collection agencies that may have reported to his credit. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have credit reports with two collections started on the same date for the same dollar amount. One has been paid the other I assume has to be a duplicate as I have been told it was going to be removed previously and has been from two out of three credit reports except TransUnion. I have both a bank statement showing the payment going through to the collection agency and the credit report showing one of the two collections marked as paid and the other showing the other as open. Once again I have not changed my phone number in 9 years and have used mail forwarding since the day I was last at the address pertaining to the bill dated in 2008. No one has contacted me for payment nor should I pay a duplicated bill. The two pictures of the statement clarify things a bit further. The dates in the upper right show that it is indeed the same monthly statement. The name indicates it is my statement. The highlighted portion in the 2nd attachment determines that the payment to the collection agency went through on the date shown. The 3rd and 4th attachments show portions of the credit report reflecting what I believe to be incorrect. The first photo of the credit report shows that all of my past addresses have been reported and that my personal phone number and the other being a family members phone number have also been reported. The 2nd photo of my credit report shows highlighted segments of the dollar amount, the date the accounts were opened, the date one of the accounts was paid/closed, and of course the collection agency's name and account number. Notice that the account number for both collections are nearly identical. It can be perceived that the reason that two were entered was due to clerical error. If a phone call is necessary I will exercise the liberty to do so. Thank you for your timely response and concern to correct the situation. Final Business Response /* (4000, 9, 2014/12/24) */ December 24, 2014 Better Business Bureau, Inc. RE: Customer: ***** ****** Case ID: #********* Dear Mr. ******: Time Warner Cable has further investigated Mr. ******'s complaint with the documentation in which he has provided. After reviewing this information, our Payment Services Team has removed the write off amount of $311.08 from former account #********. However, the collection agency PRSI has gone out of business and we are not able to contact them, so the customer will need to dispute the duplicate entries on his credit report with the credit bureaus. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

1/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: When I was shopping around for cable and internet services, I was offered a promotion from Time Warner Cable, the person over the phone advised me that if I signed up for 2 or more services, I could qualify up to a $200 rebate. So I decided to go with TWC for my cable and internet. When the installer came, he mentioned the same thing to me and informed me that I would get that rebate after 3 months of on time payments. After September came by, I did not receive anything in the mail. I called TWC Customer Service and was advised that I did in fact qualified for rebate and someone from the Rewards team would call me in one business day. One business day came and gone and no one called me. I called back and was advised the same thing that I did qualify for a rebate and someone from the rebate team would call me back in one business day. Still I did not receive any call from the rewards department. In October I called again and spoke with Customer Service and they advised me of the same thing regarding a rewards voucher and some would call me from the rewards department. Still no call from the rewards department. Yesterday, 12/8/2014 at 4:40 pm est, someone called me to inform me that they were giving me an update on the ticket that through their research, the customer was not eligible for the gift card account because the customer did not remain current within 90 days after the install. I called the number they provided to me to call back and no one answered and the only option was to leave a message. I called Customer Service and asked to speak to a manager and was hung up by the manager. I called back a second time and was able to speak to ********, a manager and she reviewed my accound and reassured me that I was current on my account and was never accessed a late fee on my account. She was going to send a supervisor at the resolution team an email and I was supposed to get a call back today. I waited all day for a call and still no call. I called the resolution team and spoke to ******, she put me on hold and I was disconnected. I called back and spoke with ******. She advised me that I was late on one month and therefore I would not qualify for a reward credit. I did confirm with Customer Service that I was on time with my payments and was never accessed a late fee. Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a formal apology from Time Warner Cable and I want the reward they offered me when I signed up with them. I made on time payments, was never accessed late fees and even their own employees have said that I qualified for the reward rebate. I want them to live up to their advertisement. If you're going to advertise something to a consumer, it's your job to live up to the adverstisement. Also, I don't appreciate getting the runaround from a company like this or getting hung up on especially by a manager.

Business Response: Initial Business Response /* (1000, 5, 2014/12/22) */ December 22, 2014 RE: Customer: ****** *** Case ID: #******** Dear Ms. ***: Time Warner Cable has investigated Ms. ***'s complaint regarding the gift card reward discrepancy. The status of this investigation is as follows: Time Warner Cable offers a $200 gift card reward promotion to new customers who purchase a "triple play" bundle of services that includes our IntelligentHome security system. Since Ms. *** did not purchase our Intelligent Home security system, she is unfortunately not eligible to receive the $200 reward gift card. Ms. ***'s services were established on 6/17/2014 as a "double play" with cable and standard HSD. During this time, Time Warner Cable participated in an active promotion that offered a $100 gift card reward for new and existing customers who purchased an eligible video service with their bundle. Ms. *** does however, meet these requirements for the above mentioned $100 gift card reward. We can place Ms. *** on the exception list for this gift card, however this may take up to four weeks to process. Our Rewards Team can continue with the process or we can offer Ms. *** an instant $100 credit on her account. We ask that Ms. *** contact us at (***)****-**** at her earliest convenience to proceed with either the gift card exception or the credit adjustment. Time Warner Cable apologizes to Ms. *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

1/16/2015 Advertising/Sales Issues
1/16/2015 Advertising/Sales Issues
1/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled service with Time Warner on Oct. 31, 2014. Returned all equipment belonging to Time Warner on Nov. 7, 2014. Account was paid in full through Nov. 7, 2014. Continue to receive a bill from Time Warner. Currently have received 3 bills stating I owe them money. Have spoke to five customer service representatives each stating they can resolve this issue. I do not have much faith in this happening as it hasn't to date.I believe Time Warner is trying to take advantage of customers who do not pay careful attention to their billing statements. They have tried to charge me for services that I am no longer receiving. Each time I contact them there is an excuse as to why I continue to receive bills from them.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Just want this information recorded - Time Warner Cable charges people for services not rended.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ******'s complaint. Mr. ******'s concerns are being investigating regarding why he continued to receive billing statements, after requesting to have service cancelled. If the request was completed after the customer next bill generated, Mr. ****** would have received a bill. However, he should have also receive a prorated bill as well reflecting his request to have service cancelled and his bill should have been adjusted accordingly. If that was not the case, after our investigation all of our findings will be addressed internally to ensure this from happening again in the future. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

1/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Offers a Price and not qualified. Must have 2 TV's but didn't advertise this. Misleading. ************************************************************************************************************* AD shows BOX (Singular) They said Boxes. (Plural)

Desired Settlement: Wanted the Service but did not Qualify as They told me I had to have 2 Boxes for 2 TV's... Says Box on the Page and they said otherwise. I asked if I could have the Package Price and they keep the other Box, They said No.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Case ID: #******** Dear Ms. *******: A Time Warner Cable Rep has attempted to contact Ms. ****** on the contact number (330)***-**** on several occasions however we have not been successful in making contact with her. If Ms. ****** still desire assistance with her billing concern she can contact ******** ***** at (***) ***-**** extension **********. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. Ssincerely, Time Warner Cable

1/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ON 8/27/2014 I terminated service with TWC and paid our final bill by check 1235. On 10/11 TWC charged my credit card for 119.22. TWC acknowledged the error and said they would correct in 2 days. After a week I called and was told it would take another 2 weeks. I explained that would put me in the next billing cycle and suggested the alternative of having Master Card remove the charge. They said "go ahead". I did. MC credited 119.22 on 9/18. On 9/25 TWC credited my account 119.22. I saw that and called MC and told them I now owed TWC 119.22.On 9/28 MC rebilled me the TWC amount of 119.22 and charged my account. When I received a bill from TWC in October I sent them a letter and all the Master Card Documentation and requested a call or email if there were any question. I have not heard from them since. On 12/05 I received a letter from CBE Group seeking collection of 119.22. I have notified them in writing, and sent them the documentation, disputing the debt. I tried one more time to resolve the issue by phone with TWC on 12/15 with no success.

Desired Settlement: I would like TWC to credit my account the $119.22 and send me a bill with a $0.00 balance. I would also like them to contact the CBE group and cancel the collection process. I have excellent credit and do not want it tarnished by someone's error.

Business Response: Initial Business Response /* (1000, 11, 2014/12/30) */ December 30, 2014 Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding James ********'s complaint. Time Warner Cable has reviewed Mr. ********'s account and found that he was issued a refund for $119.22 shortly before the disputed charge posted back to his TWC account resulting in a balance of $119.22. Our office was in contact with Mr. ******** and he was able to supply us with a copy of his credit card statement showing that the amount of $119.22 was rebilled to TWC. We found that when Mr. ********'s credit card company "rebilled" the transaction they did so internally and not through our credit card processing system which caused this transaction to not credit TWC's bank. We are currently working with the issuing bank, Mr. ********'s credit card company, to get this issue corrected. Once Mr. ********'s credit card company directs the funds to the correct TWC banking account Time Warner Cable will process this payment on his TWC account. Our office has been informed that this process could take 6-8 weeks to complete and we are engaged and monitoring this process. Time Warner Cable apologizes to Mr. ******** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 13, 2015/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do appreciate the fact that they have finally accepted my documentation and hope they follow through with finally resolving the issue. The concern I still have is that they turned this bill over to a collection agency and have received a written communication and repeated nuisance phone calls threatening my credit. Nothing in their response addressed their responsibility of informing the collection agency of this claim being resolved. Final Business Response /* (4000, 15, 2015/01/07) */ January 7, 2015 Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding James ********'s complaint. Once the funds in question are transmitted correctly to Time Warner Cable we will notify the collection agency that Mr. ******** has satisfied his debt with Time Warner Cable. Mr. ******** will also be supplied with a paid in full letter from the assigned collection agency and any disputes on his credit report must be disputed with the credit reporting agency i.e. Experian. Time Warner Cable apologizes to Mr. ******** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, Time Warner Cable Final Consumer Response /* (4200, 17, 2015/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a satisfactory solution. I was a TWC customer for years, not only always paying my bill on time but also the bill of my mother and sister. For TWC to wash their hands of this responsibility to correct the issue and not further take the responsibility of contacting the collection agency and protecting my credit is contradictory of their stated policy to provide "excellence in customer service". I have very little confidence that any effort will be exercised to reach conclusion without my credit being impacted. I have no control on having funds being transferred correctly. I do know that I have paid the bill. I hope I don't have to continue fighting to protect my credit and would like TWC to contact the Collection Agency now as all the documentation shows that I have paid the bill.

1/8/2015 Advertising/Sales Issues
1/7/2015 Advertising/Sales Issues
1/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called TWC three times to have my service placed on seasonal status, each time promised to do so and I have still been billed full amount for 3 mons Called TWC on November 20, 2014 asking for service to be placed on seasonal status starting then until March 2015 for *** ******* *****, *********, ** ***** service address. Spoke with customer service rep, she assured me of prices, approx. $7/month for internet and $6/month for cable to be placed on seasonal. And she said I had a credit balance on my account of $152. She called back on 11/24/14 to assure that service was satisfactory. I received a bill for the full service amount of $116. I called in to TWC on December 11, 2014 and spoke with **** in customer service, he assured me that my account had no notes referring to seasonal service, but he could do that "today", meaning Dec 11. I asked him to do so and to email me with names of the people I spoke with that night. He took my email address but I did not receive any emails. I am now receiving a bill for the full amount plus late charges, totaling $152. I have spoken with several customer service reps for TWC and not one has any notes regarding my request for seasonal service. I have canceled my account with this company and I wish to be reimbursed for the credit balance I had with them.

Desired Settlement: Refund of credit balance due, $152.

Business Response: Initial Business Response /* (1000, 5, 2015/01/06) */ January 5, 2015 Dear Mrs. **********: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* **********'s complaint. Time Warner Cable has reviewed Mrs. **********'s account and we have found that on 11/20/14 a call was made to our Customer Service requesting that the account be put on a seasonal hold. We have spoken to Mr. and Mrs. ********* about the discoveries that were made. They had previous requested a disconnection of all services at the address. We have now cancelled the disconnection and added the seasonal hold to the account that was requested on 11/20/14. The monthly service will be $15.69 until Mr. or Mrs. ********** call to reactivate services. We have given an adjustment of $84.16 for the amount of time that the seasonal was not on the account. The balance on the account is -$33.91. Time Warner Cable apologizes to Mr. and Mrs. ********** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2015/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is an appropriate action on behalf of Time Warner Cable. I accept this decision.

1/6/2015 Problems with Product/Service
12/17/2014 Advertising/Sales Issues
12/15/2014 Advertising/Sales Issues
12/15/2014 Problems with Product/Service
12/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Having report slow internet connection on Tuesday November 11, 2014 and as of today they have not fixed my problem and I don't have no internet. Having lost my internet connection on Nov 11, 2014 I was instructed by TWC customer service to by pass my router and connect directly to my computer. This was unsuccessful. Thus TWC sent a Technician and he failed to fix my problem. This was despite him telling that issue will resolved by that evening. Problem was not fixed as they promised. Next day I called TWC customer service and they failed to acknowledge lack of service and they want to repeat the process. From Nov 11, to present my issue still not resolved. This has resulted in enormous financial, emotional and work losses. Due to nature of my work, I been heavily displaced from my residence in order get an internet connection. I am graduate student and I am heavily dependent on an internet connection. I do not deserve this lack of professionalism.

Desired Settlement: Full refund for this month Warner cable service charge as well as $500.00 I would have made through online job as college tutor.

Business Response: Initial Business Response /* (1000, 5, 2014/11/30) */ November 30, 2014 ****** ******* Better Business Bureau, Inc. RE: Customer: ***** **************** Case ID: #******** Dear Mr. ******: Time Warner Cable has investigated Mr. ******'s complaint and it has been determined by our Technical Operations team that the signal levels at the address in question appear to be normal. However, the lock box and taps have been replaced and the main line cable has been spliced in as well. We have documentation that Mr. ****** contacted Time Warner Cable on 11/28/14 regarding the billing on his account and a credit of $11.68 was applied. There is currently a balance of $24.78 on the account at this time. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

12/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was pressured into signing up for signature home package with the guarantee I would receive a *********************************** and a $100 gift card. Now they state I'm ineligible for the promised ************* and gift card. This is the 2nd time this year they have ripped me off. Product_Or_Service: signature home

Desired Settlement: DesiredSettlementID: Other (requires explanation) ReplacementComplimentary ServiceBilling AdjustmentRefundRefund-Credit Card Credit

Business Response: Initial Business Response /* (1000, 5, 2014/12/02) */ *****************, Dispute Resolution Consultant Better Business Bureau, Inc. RE: Customer: ****************** Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******************'s complaint. Ms. ******* issue was investigated. Under the Terms and Conditions of the promotion the customer was to remain in good standing for 90 days with their bill. Unfortunately, Ms. ******* failed to meet that qualification and her reward was voided out. The customer was upgraded on September 10th 2014 however the customer's billing cycles covering Oct. 1st 2014 through Oct 31st 2014 and Nov. 1st 2014 through Nov. 30th 2014 were both in a past due status. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

12/12/2014 Advertising/Sales Issues
12/12/2014 Problems with Product/Service
12/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charged for service not provided. We upgraded our internet to Ultimate (50mbps) on 20MAR14. We currently have 28 pages of screenshots showing connection speeds from 0.70mbps to 35.48 available upon request; I don't keep results over 40mbps. These range from 22JUN14 to 11NOV14 (26.94mbps at 0613 11NOV14) despite TWC's phone reps stating "everythings good on TWC's end." We contacted TWC several times to request a service call. TWC provided me with eight work orders proving that fact. Each time a tech came out, they found yet another issue not noticed before, with one tech even stating that our service must not have "QC'd" due to the fact that our house was not wired to standards. And all of them stating I should be at >=50mbps when they left. However, we still routinely suffer from far subpar 50mbps. We don't mind paying for the service, but we aren't getting the value advertised. We're currently paying $107/month while receiving speeds at or below TWC's slowest internet package. Thus my cost is merely an estimate based on what we feel we've been overpaying since March. It does not include time lost due to my job disconnecting me for slow speeds (< 25mbps), time I took off to meet with their techs, nor other inconveniences (e.g. buying new routers). All we have asked TWC for was to confirm we are able to receive 50mbps and it's not only in limited ***** areas which they have. And to ensure their equipment will provide us with 50mbps with minimal, respectable, subpar performance, which they have failed on eight occasions. Unfortunately, TWC is the only ISP currently available in ***** that offers connection speeds that we require; thus we're stuck consistently paying for a premium service while only receiving inferior connection speeds. Personally, I don't think this is fair. No attempts at compensation nor account adjustments have been made. In protest, I have stopped paying until the inevitable disconnection notice comes. I pay the minimum, make another service call, and go thru the entire process again. I'm not sure how one could fix this situation. However, I feel the BBB and the community should know issues like this with a business so that maybe the BBB could provide some advice and so the community may be more enlightened on working to welcome other businesses whom may have a more reliable/respectable practice. Account #*********

Desired Settlement: Personally, I would prefer to be able to choose another firm for hi-speed internet, but none exist in ***** and I do need to work. And since eight different TWC technicians weren't able to successfully fix their equipment to provide me with the service, I highly doubt sending yet another tech out would solve the problem permanently. And since I'm sure TWC isn't in the business for refunding money for poor service, I don't expect any refund. Refunding or crediting my account would only be a temporary fix anyway since our service has and will likely continue to be subpar. I would suggest a la carte billing from here on out where I pay the premium price but only for times when I'm actually receiving premium speeds. But I don't trust TWC to be honest concerning their speeds especially since the only people who were able to confirm an issue were the techs who had to come out; nor do I feel it should be my responsibility to monitor my connection speeds 24/7 (although I am willing to set something up). That said, I'm open to any suggestions. We just want the 50mps we have been paying for on a much more consistent basis. Just for fun, I just ran another test and I'm at 22.25mpbs at the moment I'm typing this, 1320 12NOV14. So how do you settle when it's something that you need but the only provider doesn't provide it?

Business Response: Initial Business Response /* (1000, 5, 2014/11/20) */ RE: Customer: ***** ******* Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** *****'s complaint. A TWC Technical Supervisor made contact with Mr. ***** regarding his concerns. The customer acknowledged that the service has been better since the last tech visit on 10-23-14, although still not consistently at level of performance that he expects. On November 19th 2014 a complete rewiring was done, as well as an equipment upgrade. A credit of 54.00 was also applied to Mr. *****'s account as compensation for the periods that we may not have fulfilled our service level commitment. Mr. ***** has the Technical Supervisor direct contact information should there be any issues beyond this point. Time Warner Cable apologizes to Mr. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I predicted before TWC made yet another attempt to properly wire my service, I'm still having issues. I admit, another tech came out and did some work. He replaced an incorrect internal wire that another tech previously installed. I also noticed that although the drop to my house is on the same side as the outlet to my modem, there's new wire on the other side of my house so I know he must've added that. I took a sample speed before he came and was at 27.47Mbps at 0737 on 17NOV14. After the tech left 19NOV14, I was over 55.00Mbps. Again, I do not monitor my connection speeds 24/7, I do have a life. But at 1721 20NOV14 I was at 29.88Mbps, at 2331 22NOV14 I was at 26.27Mbps, and at 0819 29NOV14 (about 30 minutes before I started this response), I was at 26.43Mbps. Inconsistent speeds again, as I predicted. Now dealing with billing was another department. As I stated, in protest I would delay paying until I get a disconnection notice. Got one in the mail saying disconnection was scheduled for 27NOV14; so I intended to pay on 26NOV14. However, I was forced to call on 25NOV14 because they disconnected me on that day (two days ahead of the mailed notice). The rep was kind enough to inform me that I could disregard the mailed notice duh and even re-established my service that day. For some strange reason she mentioned that I first signed up for the 50Mbps earlier this November, although I have signed up since March. I guess it was something they had to do to correct the billing, which I admit they did clear up. However, I'm going to be due again and I'm sure TWC would like a full payment. But again, I still have inconsistent speeds. To be fair, I just attempted another speed test at this moment; I'm at 10.99Mbps at 0904 29NOV14. This is just a never ending loop. Final Business Response /* (4000, 9, 2014/12/12) */ RE: Customer: ***** ***** Rebuttal Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** *****'s complaint. Mr. ***** services were interrupted on 11/30/14 for nonpayment. The last payment made on his account was on 10/22/14 in the amount of $447.00 which covered two returned payments made, no other payments were made. At this time, the customer would need to pay the past due balance of $256.11 to have service restored. However, if the customer's services are completed disconnected he would have to pay additional fees to have services reconnected. In addition, as stated in the last response before Mr. ***** services were interrupted he was provided with the Technical Supervisor direct contact information should there be any issues beyond that point and he never did. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: failure to provide service call called on 11/24/14 set up appointment given case # never showed up. called and they said they could not find it in there system on 11/28/14, talked to 3 people and they said they would have supervisor call me that never happened. have been without cable to the tv for almost a week. account number ********************.

Desired Settlement: just want service restored and refund for loss of cable service

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ December 3, 2014 RE: Customer: **** ******* Case ID: #******** Dear Mr. *******: Time Warner Cable has investigated Mr. *******'s complaint. A service call was completed on 12/02/14 and all services appear to be working properly at this time. On 11/28/14 Mr. *******'s account was credited $50.00 for the issues he has experienced. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) due to there lack of handling this manner and losing my appointment that was scheduled with a confirmation number, failure to return calls and telling me that some one will try to be out and then never called with no record of that conversation on their end and having to be at my residence to wait for calls created a big inconvienence i felt one month free service should be a fair settlement. this took over a week to resolve for a 10 minute job when i finally got a repairman out. even when they called on sunday 5 days later and said they ran a scan and everything shows good on their endfor the cable box and i repeatily told them it was a diregt feed no box Final Business Response /* (4000, 9, 2014/12/09) */ December 9, 2014 RE: Customer: **** ******* Case ID: #******** Dear Mr. *******: During the service call, there was not a problem found that was a result of TWC equipment failure or workmanship. Unfortunately, we will not be able to credit any further adjustments to Mr. *******'s account regarding this issue. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

12/8/2014 Advertising/Sales Issues
12/1/2014 Problems with Product/Service
11/20/2014 Advertising/Sales Issues
11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am being charged $77.99 for standard TV service without a cable box. I am paying for channnels I cannot get on my 3 analog TVs. The 2014 Retail Price Notification I just received lists an Essential TV service for $52.99 which would give me the 40 channels I am presently able to receive on my anlog TVs without set top boxes. It states on the notification that the Essential service cannot be combined with other tiers (which I don't want) and is retricted to standard definition non-DVR equipment. When I called to downgrade my TV service from Standard to Essential, I was told I had to have a set top box for each TV (not the digital adapter)--each one costing $11.25 monthly. When I said I don't have a box now and I get just those 40 extra channels, I was told the box was needed to filter out the channels I was not allowed to have. Under the Standard service without a box I can only get around 40 channels more than the Starter TV service--I would assume these would be the 40 channels I would get under the Essential service. I am presently being charged for channels I cannot get under the Standard service. To tell me I have to have set top boxes to get the same channels I am presently getting under the Standard service is unethical and basically gouging customers, particularly senior citizens. My present bill is $84.69/month for just the Starter and Standard services (no boxes or adapters). I don't recieve all the Starter channels because I don't have the digital adapter. I receive about 40 channel, most of which I don't even want, beyond the Starter service.

Desired Settlement: My TV cable service be changed to Essential ($25 less than present) and no set top box or lower my present bill under Standard service by $25.

Business Response: Initial Business Response /* (1000, 5, 2014/10/30) */ October 30, 2014 **** ******* Better Business Bureau, Inc. RE: Customer: ***** ********************** Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ********** complaint. At this time, Ms. ********** has been placed into a 12 month promotion at monthly rate of $44.75. This promotion is for Standard Cable Service. Once the promotion has come to an end the price will go back to the standard retail price. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want a 12-month promotion. I want the Essential service rate (even though that rate is higher than what is offered), as advertised in the pricing I received, without the 12-month limit. I am a senior citizen who wants to be treated fairly without the constant hassle of a yearly renegotiation. Final Business Response /* (4000, 9, 2014/11/14) */ **** ******* Better Business Bureau, Inc. RE: Customer: ***** ********** Rebuttal Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ********** complaint. It was explained to Ms. ********** that our Essential TV package does require a converter box which is part of the Terms and Conditions of the package. It was also explained to Ms. ********** what she would be receiving with Standard Cable as well. At this time, Ms. ********** is setup for a technician to come out to her home on November 14th 2014 between 11-12pm to make sure she is getting all the channels that falls under the Standard Cable service. The customer is also still in the 12 month promotion at monthly rate of $44.75. Once the promotion has come to an end the price will go back to the standard retail price. Ms. ********** has the contact number of the Office of the President specialist she spoke with, if she has any questions or concerns in the future. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Final Consumer Response /* (4200, 11, 2014/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is bad enough that I am forced to pay for and, thereby, support channels I don't want and which often contain very objectionable content, but I am also having to pay for channels I don't even get. The Starter service has 5 channels I pay for but cannot receive unless I also pay a monthly fee for a digital adapter. The Standard service, which I also pay for, has an additional 5 channels which I pay for but cannot access unless I change my service to digital. Since I have analog TVs, I do not want to do that. These TVs work fine and meet my needs. When the switch came from analog to digital, we were assured that those of us with analog TVs who had cable service would be OK. There are many fellow senior citizens and others without the resources to purchase digital TVs and can't afford exhorbitant monthly fees for cable boxes who are in the same boat. Since the switch over to digital, I have seen channels removed from analog while at the same time the cost for the service rises. If I was buying a car and was later told I could not use the trunk unless I paid a monthly access fee to the dealship, I would say that dealership was crazy. The same thing applies to Time Warner. There are many of us in need of an analog service package where we actually get the channels we pay for. I and many others have not experienced the "excellence in customer service" referred to. I have experienced a continual degradation of service. Attempting to buy me off with a one-year special promotion does not solve the problem and, I believe, is done in the hopes that once the year is up the customer has no room to complain even though back in the same dilemma. Until Time Warner is ready to provide a fairly priced service for those of us with analog TVs and not wanting expensive boxes, there will be a problem to complain about.

11/17/2014 Problems with Product/Service
11/17/2014 Guarantee/Warranty Issues
11/13/2014 Problems with Product/Service
11/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I need an internet cable run from my home to an out building with an office. Contacted TW 4 WEEKS AGO & STILL DON'T HAVE A SET TIME FOR INSTALL! I have spent hours on the phone and had two techs that came to my home and said they were not the correct techs to perform a cable burial. My third appointment was scheduled for 11/4/2014 between 8 AM & 8 PM. I was told a crew would run the cable and do the burial as well. The appointment was scheduled and I was called at least 8 times by customer service confirming the appointment. This appointment was a complete NO SHOW & NO CALL to confirm the appointment would not be kept. I called again this morning and spent what was another hour on the phone only to be told the burial has never been scheduled. When I requested to speak with a supervisor in charge I was told that the only person I could speak with was a customer service rep. In total I have spent approximately three hours on the phone talking with something approaching a dozen customer service reps. I have stayed home twice to meet with techs. And have also had my phone ringing every few hours in the last week to confirm the last appointment that was not kept. I'm not one to complain! But after years of loyalty to TW I couldn't be more disappointed with how I have been treated. THIS IS WRONG!!!

Desired Settlement: All I'm asking for is a cable buried. From my home out to an office in a pole building. Without getting the run around I have experienced in the last three weeks!

Business Response: Initial Business Response /* (1000, 5, 2014/11/11) */ **** ******* Better Business Bureau, Inc. RE: Customer: ***** **** Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ****'s complaint. At this time, the line in question has been buried. The work was completed on Friday November 7th 2014. Time Warner Cable apologizes to Mr. **** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2014/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/10/2014 Problems with Product/Service
11/4/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
10/28/2014 Advertising/Sales Issues
10/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Oct 2013 I cancelled my service after being a customer since 1999, I returned my equipment and asked the service rep if my bill was paid in full, she confirmed I was paid in full and owed -0- to Time Warner.I then received a bill in the amount of $64.05, when I called to inquire why I was being billed after a Time Warner customer service representative confirmed I had a -0- balance owedI was told it was because I broke the "price lock guarantee" I signed up for 15 years earlier in 1999. I advised I cancelled my service because it was Time Warner that slowly increased my bill over time and at a fee much higher then it's competitors.I asked to speak with someone who had authority to waive this fee, I spoke with these individuals ********* ******, ****** ******, *** ***** After being transferred 6 times and telling my story to all these invididuals I was advised no one at Time Warner had the authority to waive this charge and if I wanted the charge waived I would need to write the "Office of the President"I thought it was pretty ridiculous there is no one that can consider my request and a letter to the Office of the President was necessary, regardless I authored and sent a letter to the Office of the President on February 10, 2014 As of this date I have yet to hear from anyone from Time Warner they have turned my account over to collections who I hear from by phone several times a day and a letter once a month.This fee should be waivedTime Warner should not make promises it cannot keep (price lock gaurantee)Time Warner should not tell customers they have a -0- balance then turn around and charge themTime Warner should have someone with authority working it's customer service call centers

Desired Settlement: DesiredSettlementID: Other (requires explanation) This fee should be waivedTime Warner should not make promises it cannot keep (price lock gaurantee)Time Warner should not tell customers they have a -0- balance then turn around and charge themTime Warner should have someone with authority working it's customer service call centers

Business Response: Initial Business Response /* (1000, 6, 2014/10/15) */ Better Business Bureau, Inc. RE: Customer: *** ****** Case ID: #******** Dear Ms.********: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *** ****** complaint. At this time, Ms. ****** account has been credited $64.05 for the Early Termination Fee as a courtesy. Time Warner Cable apologizes to Ms. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 8, 2014/10/21) */ On 10/17/14, BBB received the following from the consumer via email: This response is satisfactory with me, HUGE thanks for your help. Final Consumer Response /* (3000, 12, 2014/10/21) */ On 10/17/14, BBB received the following from the consumer via email: One follow up question, will Time Warner contact the collections agency and advise them of the credit so they can close their file? Final Business Response /* (4000, 14, 2014/10/24) */ Better Business Bureau, Inc. RE: Customer: *** ****** Case ID: #******** Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *** ****** complaint. TWC will make the Collection Agency aware that the debt has been satisfied. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

10/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Pour Quality service and outdated products that don't work properly. We switched to time warner after moving into our new home. The quality of the service for the tv has been less than perfect. We have made several call to them in regards to repairs they have made the attempts only to fail. The TV reception is still disrupted and the remote just stops working. These may seem like minor problems but they are not because the cost of the service is high and should be flawless.

Desired Settlement: We would like to resolve the issue with the TV with BRAND NEW products that we were promised. and have the equipment work properly. In addition to a substantial discount to our bill because it has been such a hassle.

Business Response: Initial Business Response /* (1000, 5, 2014/10/10) */ Dear **. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******** ***** complaint. An AM Communications Supervisor completed the appointment the customer had on Saturday, 10/4. The supervisor found some minor things that were corrected. For the inconvenience and as a courtesy Ms. **** was placed into a 12 month promotion taking her monthly rate to $108.31 from $145.00. Under Time Warner Cable Residential Service Subscriber Agreement: 10. Our Services are Not Guaranteed and Our Liability is Limited (a) No Warranties. Our Services (which, for purposes of this section 10, also refers to our equipment and software) are not guaranteed to work, to be error- or virus-free, or to be compatible with any services, equipment or software not provided to you by TWC or our licensors or suppliers (including Customer-Owned Equipment). Our services are provided on an "as is" and "as available" basis. Neither we nor our licensors or suppliers make any warranties of any kind with respect to these services. This includes so-called "implied warranties" (such as those of merchantability or fitness for a particular purpose). If the law where you live says we cannot exclude certain warranties, then those warranties are not excluded. Under Time Warner Cable Residential Term of Service under (Equipment): Time Warner Cable will repair and/or replace the equipment we use to provide your services at no charge if the repair or replacement is not the result of your negligence, fault, or theft from your home. If you are experiencing problems with your service, contact your local Customer Service office. Customer Service contact information is available online at http://www.timewarnercable.com or you may call Customer Service by dialing *611 from your Home Phone. Time Warner Cable does not repair equipment owned by you such as DVD players, telephones and televisions and is only responsible for bringing service to the input of such equipment. Time Warner Cable apologizes to Ms. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

10/24/2014 Problems with Product/Service
10/24/2014 Delivery Issues | Read Complaint Details
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Complaint: My internet service is not working. I called and setup an appointment for a technician to come out to my home on 10/04/14 from 8-9 am est to install a new modem. I provided a new phone number for them to contact me at, but the representative was a no call no show. I called at 9:30 talked to another representative who stated that the tech was running late and that he would still be arriving. At 10:45 he still had not shown up. I called back and talked to another representative who stated he was still running late and I should receive a call. She told me that if I did not want to wait I can go to the local time warner location to pick up a new modem. She told me that the office was open from 9-5pm. I drove up to the location and it is closed on weekends. It was now 11:45 I called and talked to yet another representative who told me that no notes or anything was put in about this service call and that he is most likely not coming. He told me he would setup a new appointment from 1pm-2pm and that I should get a call 30 min prior to arrival. I told that representative my new number as well. 2:15pm no call no show yet again. I called and was told by the supervisor that the technician called 2 times and left a note on the door. Either he was lying or he went to the wrong house because I was sitting on the porch of my house all day and no one pulled into the driveway. Apparently even after telling multiple representatives my new phone number he had called my old phone which has been disconnected. Then thought it was ok to just leave without even making an attempt. I asked the supervisor if she could have the technician come back out because of the level of service I had received. She told me that no one would be able to come out today and that I would have to reschedule. This was an unacceptable considering I had already used a personal day from to be available for a company that has zero respect for their clients. I am now forced to not have any internet for the rest of the weekend until I can go into their office and pick up a new modem myself. I feel like i was treated like my request was not important, as the supervisor proceeded to tell me that the technician can not come out because he has other clients he is working with. This is indeed understandable.... if he had arrived at the times he said he was going to arrive and I had missed the appointment. However, I was available and no one ever came. Product_Or_Service: Modem

Desired Settlement: DesiredSettlementID: Other (requires explanation) I feel the business needs to treat their customers with the respect that they deserve. I have to pay my bill on time every month don't you feel that they should deliver their services on time? I want compensated for my wasted time today. I want a free month of service for this horrible treatment that I received and we will call it even.

Business Response: Initial Business Response /* (1000, 5, 2014/10/21) */ Dear Mr.******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ********** complaint. Time Warner Cable apologizes to Mr. ******** for all the problems he experienced with his service and scheduling. The customer's account has been credited $20 for the technician not showing up. In addition, for the inconvenience the customer has been placed into a 12 month promotion taking his monthly rate from $151.56 to $105.36. TWC will also be investigating all of Mr. ******** claims and addressing them internally. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2014/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The compensation they offer is adequate.

10/17/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have TWC internet that i have to use for work. The service cuts out and TWC is failing to fix the issue I lose $120 for every hour without service. on or around June 1 I started service with Time Warner Cable at 110 N Academy st Lodi Ohio 44254. over the first month the service would cut out for about 15 min to an hour. When I called in they set up a tech to come out. the first tech no showed. the next tech was set for a week later. he replaced the modem and the line and yet the issues still kept happening. Another tech was sent out who replaced the line from the house to the street. In July the problems kept happening and another tech was sent out. He repeated the last tech's work. from July 28th to Aug 18th the service worked with little interruptions. On or around Aug 18th the service went back to being spotty again. Another tech was sent out a week later. He repeated the line reinstall and said the issue was between the telephone pole and TWC itself. I was told a tech would be by to fix it. The first time a tech has been out to the pole was Sept 17th at around 10am. On the morning of Sept 18th service went out again from around 7 am till around 8:30 am. When I called TWC tech support center the first tech line it said it was for non payment (my bill is due on the 20th It was the 18th) Then the tech said he would look into the matter and hung up. I called Back in and was told it had to be an issue on my end and that another tech would need to be sent out. This will now be the 5th time a tech has come out. When I asked TWC for assurances that this would fix the issue I was told that they could not assure this will fix the issue. I asked for a supervisor because I was told these are just technology issues and that they should be expected with their service. **** the supervisor called me back an hour later and reiterated the same thing the prior tech had stated. When I asked about a credit for services lost I was told he was just a tech and he would need to run it by his supervisor. I asked then why He called me when I had asked for a supervisor to call. He stated that he was the supervisor of the last person I was speaking to and laughed while he said it. I said I would gladly wait while he gets his supervisor. He replied that my call was not worth him getting a supervisor. That the tech would be out tomorrow to check the line in my house (3rd time for that)

Desired Settlement: I would like my services Fixed so I have no interruptions to my work day. 1 Hour of lost work time costs my company around $120. I am not looking for that to be reimbursed. I would however appreciate a credit to my bill of more than the $1.50 for the disruption of service. If I disrupted a service they had they would require more than $1.50 for the day, If i had cost them $120 an hour.

Business Response: Initial Business Response /* (1000, 5, 2014/10/03) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ********* complaint. A Technical Supervisor contacted Mr. ******* regarding his service issues and he informed the Supervisor, that whatever the last tech did seems to have resolved the issue and did not need a return visit at this time. For the inconvenience Mr. ******* account was credited $56.38 which is one month of his monthly rate. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

10/14/2014 Delivery Issues
10/14/2014 Advertising/Sales Issues
10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Promised a premium cable package at one price only to be billed for another. Can not ge results with 1800 number they will not help Promised a cable package for 100. Agreeded to price and channels with Internet.

Desired Settlement: Promised cable package for 100 with sports package and free movie channel for one year. When installer came out they disconnected our Internet and did not give us the promised channels. Called customer service and they unlocked the channels. Then added the cost to our bills. Channels we were originally told we would ALREADY be getting. Called again and worked with a tech who said he would get us a 40 credit for our troubles. Then we never received the credit and the price still went up. No customer service not one person helped us on the phone. Each time they pass us to another person speaking broken English

Business Response: Initial Business Response /* (1000, 8, 2014/09/26) */ Dear Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *** *******'s complaint. At this time, Mr. ******* has been placed into a 12 month promotion at monthly rate of $106.54 with Digital Cable, with the Variety Plus package, Sport Pass, HBO, and Standard Internet with Wi-Fi. After 12 months the customer's rate will go back to the standard retail rate. In addition, the customer's account was credited the $40 she stated in his concern he was offered. This credit was reflected on his 8/17/14 through 9/16/14 billing statement on page 4 of 6 under "Credits and one-time charges". Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

10/9/2014 Delivery Issues
10/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: TWC has consistently provided horrible customer service inaccurate billing and now has deleted all records of complaints prior to June 2014. I had TWC install cable internet and home phone in Dec 2013. Ive had NOTHING but trouble since the install! The person who installed was subcontracted and untrained. after learning we did not have all our ordered services, i called the company and they sent another tech to finish the install. since that time ive had incorrect billing on a monthly basis. i have to call the company EVERY MONTH to get the bill adjusted to the CORRECT price quoted and agreed upon. the phone calls typically last 1-3 hours!! this is in part because they transfer you to several different departments/agents or even worse they simply hang up on you. In june 2014 i was told to come to the local office to pick up HD/digital boxes for no charge for the next 12 months in an effort to keep me as a customer. Ive been charged about $40 per month for the "free" boxes! I just called again this morning because as usual my bill is grossly inflated. the customer service rep informed me all notes including complaints/issues with service prior to June have been deleted from my record! essentially this company has deleted the proof of poor service! im not giving this company another cent and i want any and all charges credited. im assuming there are laws that protect the consumer from such blatant fraudulent business practices..such as deleting proof of complaints and unethical billing! twc has the monopoly on home entertainment in my area and they take FULL advantage of that fact. id hope the BBB would be the advocate consumers need against this foul company and force them to change their business practices. please stop them from doing this to people!

Desired Settlement: I want to cancel the service and all charges be credited. i refuse to pay for service that is unreliable dishonest and not what i agreed upon. the current bill is $359.00. thank you

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ****** complaint. At this time, Ms. ****** account has been placed into a 12 month promotion at monthly rate of $118.33 with no changes to her current level of service. In addition her account has a current which reflect a balance of $154.75 and not $359.72. If Ms. **** still chooses to cancel her services she would need to contact us at 877-572-2253 and we will honor her request. Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2014/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept these terms because they reflect the initial rate I signed up for when adding the service. Thank you for correcting these issues.

10/7/2014 Problems with Product/Service
9/24/2014 Delivery Issues
9/22/2014 Advertising/Sales Issues
9/22/2014 Advertising/Sales Issues
9/22/2014 Advertising/Sales Issues
9/15/2014 Delivery Issues
9/8/2014 Problems with Product/Service
9/5/2014 Advertising/Sales Issues
9/3/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: twc is charging me with a service they don't provide. My account number is ********************. for the past 2 months time warner cable has been charging me for additional data usage for my home computer. I'm paying for an internet speed, not data usage. I call and talk to them about the bill, they agree that there is no data cap, and the next bill I have charged me for going over the data usage again. This has been going on for 2 months now. This month they had me sign up for unlimited data usage. Again, when I signed up for internet, there was no mention of a data limit.

Desired Settlement: I'd like to stop being charged for a service that I'm not receiving, and get credited for payment for data usage I'm not using. On a side note, they charged me for internet usage when my computer wasn't hooked up to the internet. There were 2 weeks my computer wasn't hooked up at all, not using wifi, they computer was turned off for 2 weeks, and they charged me for data usage during that time.

Business Response: Initial Business Response /* (1000, 5, 2014/08/21) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ********* complaint. Due to an incorrect code being applied Ms. ******* account in error she was charged Usage over Plan fees. At this time, the incorrect code has been removed and all charges were charged from her account. The customer was charged a total of $51 for these charges on April 1st 2014 $4.00 which reflected on her April 27th through May 26th billing statement, on May 2nd 2014 $6.00 which is reflected on her May 27th through June 26th billing statement, on June 1st $16.00 which is reflected on her June 27th through July 26th billing statement, and on July 2nd $25.00 which is reflected on her July 27th through August 26th billing statement. The customer's account was credited $16.00 for some of the charges on July 17th 2014 which is reflected on her June 27th through July 26th billing statement. In addition, on August 1st the customer's account was credited $25.00 and on August 14th her account was credited $31.98. These credits will reflect on the customer's billing statement covering August 27th through Sept. 26th which is scheduled to generate on August 28th. All usage charges are applied to the customer's account monthly meaning any customer with this service that goes over their limit within 30 days, will see the charge reflected on their next bill. Time Warner Cable apologizes to Ms. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The current bill hasn't come out yet, I won't know if they took me off this "incorrect code" that caused them to bill me incorrectly, til I get that bill. Final Business Response /* (4000, 9, 2014/09/03) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ********* complaint. The customer's billing statements generates on the 28th of each month. The next one is scheduled to generate on September 29th 2014. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

8/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Poor customer service and damaged property with still no service Our cable was out on Monday August 4th at around 4pm. We called Time Warner cable and they said they would send someone out to repair it on Tuesday August 5th. The tech came out and it started to rain. He got in his truck and left the house before fixing the cable. He pulled the siding away from the house and broke the channel that the siding goes into. I called customer service on wed Aug 6th and they told me someone was going to call me that night and someone would be out on Thursday Aug 7th between 8a-10a. They never showed and they did not call. I started calling at around 5pm. They stated the ticket was cancelled because they could not reach us. I reminded them the phone, internet, and cable are all down and that's why I have them my cell phone number. The customer service rep told me they could not help me but they would put in a rush service and get someone out. I then called back again and they stated the soonest they could come fix the cable was next Monday but they could not help me with the damage to my house. They said I would have to call the local office. At this point I just want my house fixed and I am switching providers.

Desired Settlement: I would like the area that the Time Warner employee broke fixed and repaired to how it was before they touched it. I have pictures of the damage

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ******* complaint. Mr. ***** was contacted by TWC and at this time the customer's claim will be addressed and resolved by our insurance company. Time Warner Cable apologizes to Mr. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) On Friday 8/7/2014 I called and they opened a ticket for the damage. They told me someone would be in touch with within 72 hours. It is now 8/14/14 and I still have not heard from anyone at Time Warner. I called them on 8/12/2014 to ask for credit for the 7 days that I was not receiving service. They did credit my account after waiting to speak to a supervisor for 50 minutes. I would just like for someone to call me and explain what it going on. Prime example of the poor customer service. On 8/10/14 the Tech that came out said he was on the phone with his boss and he would be calling me the same day. Well I never received a call. Final Business Response /* (4000, 9, 2014/08/22) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ******* complaint. TWC investigated Mr. ***** concerns and found on 8/10/14 a Lead Tech was out to the customer's home and took pictures of the damage. At that time, Mr. ***** was informed that a claim would be entered. The claim has been entered and our insurance company will be looking into this claim. In addition, on August 15th 2014 a Tech Supervisor attempted to contact Mr. ***** however, he had to leave a message to make him aware of this information as well. Time Warner Cable apologizes to Mr. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Final Consumer Response /* (2000, 11, 2014/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's obvious there is nothing I can do but wait. I have to mention that on 8/7/14 I opened the damage claim and was told someone would call me within 72 hrs. Even the tech who came out to fix my cable said that. In their statement they said on 8/15/14 I was contacted and they had to leave a message. This is an example of the poor customer service. Now I will wait to be contacted by the insurance company.

8/25/2014 Problems with Product/Service
8/25/2014 Problems with Product/Service
8/25/2014 Delivery Issues
8/19/2014 Problems with Product/Service
8/19/2014 Delivery Issues | Read Complaint Details
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Complaint: I recently switch to Time Warner Cable because of the promotion that I seen on their website (http://midwest-offer.aiprx.timewarnercable.com/midwest/twcTPDeals.php) for triple bundle of television, internet, and phone for one low price for 12 months, at where I was to receive a $300 reward card for proof of the switch. First there were issues with the hook-up of the service and the amount that they billed my one time charges but calling customer service we came to an agreement to settle the matter. After I got my installation on May 10, 2014 all was well, until about 2 weeks afterward when I received a bill for more than the contracted amount. I called CS again and after numerous transfers and a few hours of explanations I was told that it was handled and I can just go ahead and pay the amount agreed upon as stated in the original contract and they took off $20 installation fee for my troubles. I was told to ignore the bill amount because the adjustments would probably take a few days to reflect the changes. A month later I am stilled billed the $112.00 that I never agreed to and I'm being charged late fees on top of that. Also, they have changed the $300 reward card to a $100 reward card, but my bill must be current to get that. Had they not overcharged me my bill would be current, because I've paid the amounts as I agreed and my contract reads. I try to call customer service and they are no help at all. It's like they have very little access to the account and is too much red tape and time consuming to get anything accomplished through them. I have never seen such ridiculousness in my life and I am outraged at being forced to pay an amount that I never agreed to nor can I AFFORD. Product_Or_Service: Triple Play Bunble $44.98 a month Order_Number: ********** Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the original contract honored as agreed and adjust my bill to reflect accordingly as if the had honored their end of the agreement. I'm willing to negotiate given admittance of their wrong doing. Shopping supposed to be a rewarding experience, but I've had anything but stress and remorse since making the switch to TWC.

Business Response: Initial Business Response /* (1000, 5, 2014/07/05) */ July 5, 2014 Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ************' complaint. Time Warner Cable has reviewed Mr. ******* account and we have found that his original order for installation was placed for the incorrect address. This was corrected and Mr. ****** was successfully installed on 5/10/14. We also discovered that Mr. ****** original order consisted Starter TV (Channels 2 - 20), Every Day Low Price (ELP) Internet (2Mbps download speed) and Nationwide Home Phone totaling $56.41 after equipment charges, taxes and fees. Mr. ******* current account was installed with a different package which includes Standard TV (Channels 2-70) with a cable converter, HBO and Cinemax, Basic Internet (3Mbps download speed) and Nationwide Home Phone totaling $111.36 after equipment, taxes and fees. If Mr. ****** would like to downgrade his current service to the package he was originally scheduled for he may do so but would have to return his cable converter and would lose several channels and internet speed by doing so. For Mr. ******* convenience we have set up a work order that will place him in his previous package and will be completed once he returns his cable converter. Due to system limitations Mr. ****** must return his cable converter within 5 days from the date of this letter, once the 5 days have passed Mr. ****** cannot be guaranteed the exact package and pricing he was expecting. Time Warner Cable has also investigated his concerns regarding our current gift card offer. We have found the following requirements (http://www.twcbetterreward.com/Terms) for each of gift card levels: $100 Visa Reward Card is available to new residential customers who purchase the Better Double Play, Better Triple Play (with or without Intelligent Home), or Better Quad (with Intelligent Home) bundle. $200 Visa Reward Card is available to new residential customers who purchase the Ultimate Internet, Best Double Play, Best Triple Play (with or without Intelligent Home), or Best Quad (with Extreme Internet or Intelligent Home) bundle. $300 Visa Reward Card is available to new or existing Single, Double, or Triple Play residential customers who purchase Signature Home or Signature Home Premium View. Reward Card offer is not available to existing Signature Home Customers. Due to these Terms and Conditions Mr. ****** does not qualify for any of the above mentioned Reward Card Offers because he did not meet the level of service requirements. To qualify for the $300 Reward Card he would have to have Signature Home installed that and to qualify for the $100 Gift card he would have to have at least Digital Cable with DVR service, Turbo Internet (20Mbps) and Nationwide Home Phone Service which starts at $119.99 before equipment charges, taxes and fees. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because they are saying that the package I applied for is not the package they installed. Who gave them the permission to install this package. Not me. I expect. All I did was ordered a certain package and expected to get that package. As you can see as printed on the receipt the triple play package was to be $44.98 monthly It required that I get an HD Box for $11.25 monthly. HBO and Cinemax free for 3 months. The basic internet need a modem which was $5.99 a month. Everywhere on the order where it says included means that it was included in the package deal $44.98. Add that all up and I get 62.22+tax estimated $75,00 monthly. As for the reward card, I have enclosed a notepad document copy of the email I was sent that shows the processing of the reward card for $100 instead the $300 that was originally offered. TWC now states that I was never eligible for any reward card. It only stated that I make a switch while providing proof of the switch. All of the above advertised all played a part in me choosing TWC for my business and there has been nothing but regret since. Now they are talking downgrade, because they don't want to honor any of the agreement advertised http://midwest-offer.aiprx.timewarnercable.com/midwest/twcDeals.php?aitrk=twcmw&cid=ppc:aim:00002178&teng=go&geng=s01-f&aeng=adgs01-f-f&keng=time%20warner%20cable&meng=e&peng=1t1 which is still advertised. Only the promotion reward has changed since my order. Final Business Response /* (4000, 9, 2014/07/11) */ July 11, 2014 Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ************' complaint. Time Warner Cable has reviewed Mr. ******* account once more and can confirm that an adult over the age of 18 authorized the installation of Mr. ******* services at the time of installation when the technician's work order was acknowledged as complete and signed that the charges were correct and agreed to. Time Warner Cable again invites Mr. ******* to visit the website below to see the full terms and conditions of our current gift card promotion. (http://www.twcbetterreward.com/Terms) $100 Visa Reward Card is available to new residential customers who purchase the Better Double Play, Better Triple Play (with or without Intelligent Home), or Better Quad (with Intelligent Home) bundle. $200 Visa Reward Card is available to new residential customers who purchase the Ultimate Internet, Best Double Play, Best Triple Play (with or without Intelligent Home), or Best Quad (with Extreme Internet or Intelligent Home) bundle. $300 Visa Reward Card is available to new or existing Single, Double, or Triple Play residential customers who purchase Signature Home or Signature Home Premium View. Reward Card offer is not available to existing Signature Home Customers. TWC has confirmed once more that his original work order did not include his cable converter, premium channels and only included channels 2-70. If Mr. ****** would like to change his package in any from this point forward he is invited to contact our customer solutions department at (877)772-2253. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Business Response /* (4000, 21, 2014/07/30) */ July 29, 2014 Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ******' complaint. Time Warner Cable has reviewed Mr. ******' account once more and per his request we have scheduled a downgrade order for his account to honor the $44.99 online special. His account will have the Starter TV (Channels 2-20), HD Cable Convertor, Everyday Low Price Internet (1 Mbps)with WIFI and Unlimited Nationwide Home Phone Service which after taxes, fees and equipment charges is $73.86 which will be in effect for a 12-month period.. This downgrade has been schedule to happen on 7/31/14 and a technician will visit the pole outside Mr. ******' home to place a trap on the line that will block out channels 21 -70. If Mr. ****** would like to change this order in any way he is asked to contact our customer care department to make any necessary changes to his account at 877-772-2253. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Consumer Response /* (3000, 28, 2014/08/15) */ This complaint with Time Warner Cable has been a thorn in my side for quite sometime now. The request that I have made is simple. I just want them to honor the online promotion that I signed up services under, have my account balanced to be free of all penalties and over charges for their mistakes, and honor the promotional $300 gift card incentive that I was to recieve for make the switch. I have basically gained a satisfactory status with TWC, but the $300 gift card incentive with another TWC department is not being hnored. I was first given an explaination stating that the promotion I ordered did not not qualify for any gift card. Later I was given an explanation that I didn't qualify because of the past due amounts that I was being overcharged wasn't current. I then was told that no such amount ever existed. The last explanation I was given was because I down graded my services. It's ridiculous all the mental anguish and frustration that TWC put you through for getting quality customer service. I don't believe that they are even paying attention to that documents that I have attached to this complaint or the website link that I registered. I never had a clear understanding of what the amount I was to pay so I paid the amount the customer service representative asked me to pay until the case get resolved, and that amount was $56. I recently settled on a monthly price of $73 a month which seems about right to me. All the overcharges and late fees has been cleared, but I am still being penalized for their mistake. I never downgraded anything but recently discovered that I am not recieving the basic internet as promised, but a slower speed.I didn't know the difference and would have never known, but the TWC customer service rep. told me. If this is true then I am yet to be treated as a value custer. The website link for which I signed up is still advertising this Triple Play Package for the same price that they say doesn't exist, but has a different promotion. The current promotion is for a Dell 2-In-! laptop and tablet. a product of $450 in value. The one I signed up under was a gift card with $300 in value. All of my proof is attach if they would just view it. I just can't understand why it is so hard for them to correct their mistakes for a company who has branded themselves for great customer service. If they had just did everything right the first time I was be a happy camper, instead I am filled with remorse for all the inconvience they have caused me. I want the $300 promotional incentive which was the cornerstone for me making the switch in the first place to be honored. Business Response /* (4000, 30, 2014/08/19) */ August 19, 2014 Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ******' complaint. As previously stated, Time Warner Cable has reviewed Mr. ******' account once more and per his request we have scheduled a downgrade order for his account to honor the $44.99 online special. His account will have the Starter TV (Channels 2-20), HD Cable Convertor, Everyday Low Price Internet (1 Mbps)with WIFI and Unlimited Nationwide Home Phone Service which after taxes, fees and equipment charges is $73.86 which will be in effect for a 12-month period.. This downgrade has been schedule to happen on 7/31/14 and a technician will visit the pole outside Mr. ******' home to place a trap on the line that will block out channels 21 -70. If Mr. ****** would like to change this order in any way he is asked to contact our customer care department to make any necessary changes to his account at 877-772-2253. Additionally, the terms and conditions of the gift card offer at the time of Mr. ******' order was as follows as previously detailed: $300 Visa Reward Card is available to new or existing Single, Double, or Triple Play residential customers who purchase Signature Home or Signature Home Premium View. Reward Card offer is not available to existing Signature Home Customers. Because Mr. ****** did not purchase a Signature Home Package he does not qualify for the $300 gift card and will not receive the $300 Gift Card. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Consumer Response /* (-5, 34, 2014/08/20) */ I am extremely frustrated with these bouts with Time Warner Cable, getting them to honor the agreement that I have applied online. I have learned that their customer service is non-existent and don't have much that they can do. I believe they are trained to send an unsatisfied customer to spin city especially when the gift cards or other forms of gifts are offered as part of a promotional switch. I have learned that the customer service is always right and the customers are but greedy bargain hunters as I have been all but directly related. However, I did notice that an adequate of their customer service representative does desire to help but is limited to what they can do and information they can access. I commend them. At, this time I am tired of the back and forth rebuttals. They have worn me out so I will take what I have and except my loses so that I can move on to another phase of my life. I surrender and consider this case closed. ***** D. ******

8/14/2014 Problems with Product/Service
8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They wouldn't give me the $10 off for internet as it was advertised. Saw a $10 off basic internet and called TWC to see if they can honor that if I upgrade, after 35 minutes of transfer and talking to different people, they wouldn't honor that. I asked the representative to ask her manager (**** - Akron sales office) she still said no.

Desired Settlement: Upgrade to extreme for $10 more and honor the $10 discount.

Business Response: Initial Business Response /* (1000, 8, 2014/07/29) */ July 29, 2014 ************************* Better Business Bureau, Inc. **************** ***************** RE: Customer: ************* Case ID: ******** Dear Ms. ***************: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************'s complaint. Time Warner Cable had reviewed Mr. ********'s account and has found that he is currently in a promotional rate for our Standard Internet (15Mbps download speed) and we are unable to apply additional discounts to this level of internet speed. Currently, we do have an upgrade option available to Mr. ******** where he is able to upgrade to our Turbo Internet Speed (20 Mbps) for an additional $10 per month or to our Extreme Internet Speed (30 Mbps) for an additional $20 per month. If Mr. ******** would like to upgrade his internet services he is invited to contact our customer care department which is available 24 hours per day, 365 days per year at ************ for assistance. Time Warner Cable apologizes to Mr. ******** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 10, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Maybe they should do a better job advertising. I also did not ask for a promotional discount on my current service, I am asking to use the discount ur website advertised toward an upgrade to faster internet. Regardless, TWC can care less about customers. Thanks BBB for looking into it Final Business Response /* (4000, 12, 2014/08/04) */ August 4, 2014 ************************* Better Business Bureau, Inc. **************** ***************** RE: Customer: ************* Case ID: ******** - Rebuttal Dear Ms. ***************: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************'s complaint. Time Warner Cable had reviewed Mr. ********'s account once more and has offered several options for Mr. ******** to upgrade his service. If he wishes to explore all of his options for an upgrade he is invited to contact our customer care department at ************ at his convenience. Time Warner Cable apologizes to Mr. ******** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

8/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: in march I switched to *********** I call time warner to let them know I had phone and inter net through them.About 6 weeks later they called and told me that had to return the cable box I told them that I did not have a cable box I did not have tv services through them.They called and harassed me serval times since then 8am in the morning late at night.on july 11th I received a bill for 136.00 dollars I do not owe them anything since they bill you a month in advance they should in fact owe me something.I just want the harrasement to stop I am a 77 year old men with serious health problems I don't need this.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Just stop the harrsement

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *********** complaint. At this time Ms. ****** account has been brought to a zero balance to reflect her service being cancelled in March 2014. Ms. ****** should not receive any more calls. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

8/4/2014 Advertising/Sales Issues
7/30/2014 Advertising/Sales Issues
7/28/2014 Problems with Product/Service
7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: feel like theres been a bait-n-switch. when speaking with a representative she informed me all providers do this and was very interruptive and rude approx. 3 yrs ago I started to get time warner internet, at a fee of 14.99,and the selling point was that it would never go up, then it went to 19.99 and I said nothing,then to 24.99 and I called and they told me that its the going rate and its the last time it would go up. now I've received a letter that its going to 34.99, so I called and spoke with a representative named ***** (sp?).. who was interruptive, rude and not remotely helpful... I got off before becoming upset... so this is not raising rates?.. customer service?.. maybe you need to check your dictionary

Desired Settlement: the rates I was told I would have... not an increase every year...I sure don't get a proportional raise in my job.. nor should you.. especially when its not what was original deal

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ July 3, 2014 ************************* Better Business Bureau ***************** ***************** RE: Customer: ************ Case ID: ******** Dear Ms. ***** and Ms. *******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ************'s complaint. Time Warner Cable has reviewed Mr. ******'s account and we have found that when Mr. ****** started his account with TWC for Basic internet on 7/12/12 he was given the promotional price of $19.99 per month (does not include equipment, WiFi or taxes and fees) for a 12-month period and would step up to a slightly higher price for an additional 12-month period. Mr. ******'s initial price was actually honored for an 18-month period due to a system error. After this 18-month period his internet pricing stepped-up to $24.99 for the remaining 6-months of the 2 year discount pricing. TWC has confirmed that Mr. ******'s promotional rate is scheduled to expire on 7/11/14 and his internet pricing will rise to the current retail rate. As a courtesy, we have applied an additional promotion that will keep his Basic Internet price at $24.99 (does not include equipment or taxes and fees) for an additional 12-months beginning on the date of this letter. Please note that TWC does not offer lifetime price fixes to our customers and does not guarantee a rate for longer than a 12-month period. Also note that all rates are subject to change at any time and all of our customers are notified 30-days prior to any rate change. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

7/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I pay my bill through bill pay at *** bank, My payments are all current but TWC says they have not recieved my March payment. I contacted TWC and was told I would need *** bank to fax proof of payment to the number they gave me. I did so but my next statement still did not show march payment and included another late fee. I contacted TWC again and was told i needed to have a reference number on the proof of payment so I contacted *** bank again and the resent it with a reference number. TWC has still billing for march payment and another late fee. Now they need the front and back of the cancelled check. This is really getting ridiculous. I have sent them enough info and spent more than 2 hours trying to straighten this out, They give a number to call to speak to someone live but that is a joke because when you finally get through to someone it is someone overseas whom you cant even understand. Product_Or_Service: internet service Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like them to credit my account for the march payment that was made on time, remove all late fees (3 I believe)charged for a payment that was made on time, appologize for my inconvenience and credit my account for one additional month for the time i have spent straighting this out.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ June 18, 2014 ************ Better Business Bureau, Inc. *************************** ************************** RE: Customer: ************* Case ID: ******** Dear Ms. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************'s complaint. Time Warner Cable would like an opportunity to resolve the dispute that has been forwarded to us by the Better Business Bureau. Time Warner Cable has attempted to contact Ms. ******* on several occasions at (***)******** and (***)********* in an attempt to resolve this issue; however, we have not been successful. We have confirmed that in order to resolve Ms. *******'s complaint we will indeed need a copy of the front and back of her check or an RPPS statement from her bank so that we can properly trace her missing payment. She can fax this information to our office at (***) ******** to the attention of the Office of the President and we will gladly forward this information to our banking services department. Time Warner Cable apologizes to Ms. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) *** bank once again faxed the required information but when I check my statement online it is still showing it had not been paid. Final Business Response /* (4000, 9, 2014/07/03) */ July 3, 2014 ************ Better Business Bureau, Inc. *************************** ************************** RE: Customer: ************* Case ID: ******** - Rebuttal Dear Ms. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************'s complaint. Time Warner Cable received Ms. *******'s payment information on 6/20/14 and we submitted this information to our finance department to locate the missing payment. Our finance department was able to locate her missing payment of $26.40 and it was successfully applied to her account on 6/25/14. Additionally, we have applied a late fee reversal credit totaling $30 for the 4 late fees Ms. ******* was accessed due to her missing payment. Time Warner Cable apologizes to Ms. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

7/14/2014 Problems with Product/Service
7/11/2014 Advertising/Sales Issues
7/9/2014 Delivery Issues
7/7/2014 Advertising/Sales Issues
7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When moving, TWC failed to fulfill multiple appointments and took over two weeks to activate our services My husband and I have been Time Warner customers for as long as we have had cable and internet service- about 2 years. We moved recently (June 1) and hoped to have an easy experience due, in part, to the TWC commercials we see a dozen times a day promising as much. The Friday before we moved, May 30, I called to set up an appointment for someone to come on Monday, June 3 to set up our service. As an aside, we brought our cable box and modem with us. I was told that someone would be to my house between 12 and 1, so I called off work to assure that I would be home. At noon, no one had called me or shown up, so I began to worry. I called the customer service number and requested to confirm the appointment. At this point, the representative told me that there was no record of any appointment having been made for my account and they would have to set me up with the next available time- the following Sunday, a week later. I called back several times hoping to speak with someone competent enough to find my previously made appointment, but was unsuccessful. I did, however, speak to a man about 4 hours into the fiasco who informed me that since I had my own equipment, it is possible that they could "flip the switch" on their end and it would work for me. Unfortunately, my call disconnected in the middle of the conversation and I was unable to contact the man again. He was the first person that had mentioned this to me, and I was incredibly irritated with the lack of attentiveness of the employees that I had previously spoken to. Anyways, I called back and spoke to another technical support representative. I explained the situation and what had been happening and he asked me to do some trouble shooting, etc. I did everything he asked and work in a technical department myself, so I am very tech savvy and am sure I was doing it correctly. We still were not getting results. He finally told me that the services are switched on and he was not sure why they were not working for me. Again, I was mildly infuriated by the lack of responses I received from Time Warner`s own employees. It seemed to me like a good amount of them didn`t have the answers that they should have had. The next day, June 3, I contacted another representative through chat from work. The transcript of the chat will be attached for this and all referenced from here on. I actually requested to have MORE chat transcripts emailed to me that somehow never found their way to my inbox. I explained the situation again to this rep and told him that, though I had an appointment for the next Sunday, I had not received an email to confirm this and my account said that there were no appointments. He told me that an appointment would be pointless because the services on my account were already active. I explained, again, that the services were SUPPOSED to be active, but really were not, and he said that I should try again when I got home because they had been activated late the night before. What that indicates to me is that someone was not being fully truthful with me. I had been told several times the day before that the services were already active, but am now being told that they had not been activated until the middle of the night. Interesting. He recommended that I try again when I return home and he is SURE that they will work. My husband went home for lunch at noon that day, after I had spoken to the rep and tested the connections. They were still not active. I had contacted a second rep to get a confirmation that the services were active and she had the same response, but I had also spoken to someone on the phone who said that they were inactive and someone would need to come "turn them on" the next day. The rep that I was talking to at this point requested I try both services to activate them, but I told her that I was not home. My husband was home and he tested the cable with no luck. The box was throwing a code- something like E108, and the rep ...contd.

Desired Settlement: na

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************* Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************'s complaint. TWC apologizes to Ms. ***** for all the problems she experienced while attempting to have her service transferred to her new location. We are investigating all of her claims and we will address them internally. For the inconvenience Ms. *****'s account has been brought to a zero balance and the billing statement she received in the amount of $112.50 she can disregard. In addition, she has been placed into a 12 month promotion taking her monthly rate from $89.77 to $64.53. Ms. ***** next billing covering July 20th 2014 through August 19th 2014 will reflect the $64.53 monthly rate at that time. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2014/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/30/2014 Advertising/Sales Issues
6/26/2014 Advertising/Sales Issues
6/24/2014 Advertising/Sales Issues
6/17/2014 Advertising/Sales Issues
6/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I recently moved to a location that Time Warner does not cover. I've attempted to send back the cable modem that they had provided us when we signed up for services. The first attempt Time Warner said that a service person would call to set up a time and date to come to the old address to pick it up; they never called and randomly showed up when no one was at the address. The second attempt the customer service person and I scheduled a time and date to pick the modem up and they were a no call/no show. I called when they didn't show up after 2.5 hours and they said there was never an entry entered into their system. The customer service person then told me to drive over an hour to a location that I could drop off the modem. I then requested a box to be shipped to my address so that I could send them the modem. I was told it would be there within a day or two; it took more like six days. They sent me a box for a cable box and not for a cable modem. So I finally had a box to ship it back and attempted to take it to the post office. At the post office they told me it was the wrong label and I would have to drive to ***************, which is an hour away as well, to send it. I now have the modem, can't get a clear response from Time Warner, and my only option is to drive an hour to be able to send this back to them. The customer service with Time Warner is not helpful at all and they seem to take advantage of their customers with their poor procedures and lack of accessibility. I'm still being charged for having the modem and cannot get the refund of $70.00 that I am owed by Time Warner.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Time Warner to be able to follow through with pick-ups, make it easier to return items to them, and for my refund check to be sent to me.

Business Response: Initial Business Response /* (1000, 8, 2014/06/02) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *********** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***********'s complaint. Mr. *****'s equipment has been removed from his account and he is no longer being charged for it. In addition, Mr. ***** will be refunded $79.27 via check. Time Warner Cable apologizes to Mr. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

6/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner caused damage to my residence in the fall of 2013. Furthermore, Time Warner initially represented that the damage claim would be amicably resolved. Time Warner did not live up to its representations and refused to communicate this claim whereby my Township Trustee was asked once again to intervene without success.Time Warner had a duty of care to my residence and recklessly breached such duty of care, although the damage to my property was a direct and approximate result of Time Warner's negligence. At the present time, the claim has been notated by Time Warner as resolved although Time Warner has not been indemnified from their obligation to provide compensation to effectuate proper repair. The damage has not been repaired.In addition, Time Warner had been unjustly enriched by the monthly collection of service charges for internet services from April of 2009 to November 2013. During this time period the product provided was defective and otherwise semi-functional. Time Warner had known or should have known the the line was rotted and defective to the point in which it would also not support cable tv, phone, or any other combination of bundles service let alone a single service.Numerous communications with Time Warner transpired during this time period in which they were requested to bring a line repair truck in order to inspect the line or provide an immediate resolution. At no time until November 2013, did Time Warner inspect and replace the defective cracked & rotted line although they were aware that the service was not properly functional during the time period in which they continued to bill for defective service.In November 2013, Time Warner represented bundled services for $89.95 per month with tax, without making disclosure of any rental equipment fees. Time Warner later misrepresented that in order to waive the fees an approved phone modem could be purchased directly from a 3rd party such as ******** when in fact no one provides such phone modems for public retail. Product_Or_Service: Road Runner Internet

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the damage repaired or I will litigate. The time has passed for further inactivity and refusal to address the damage claim. I want some type of credit for the time period in which defective services were knowingly rendered. Time Warner breached their duty of performance in consideration of accepting monthly payments.

Business Response: Initial Business Response /* (1000, 5, 2014/06/06) */ June 6, 2014 *********** Better Business Bureau, Inc. 222 W. Market St. Akron, Oh 44303 RE: Customer: *********** Case ID: ******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***********'s complaints. Time Warner Cable has reviewed Mr. ******'s account and we have found that he has also filed this complaint with other entities. Mr. ****** was unhappy with the quality of the downspout that was provided to replace the one that he said that our tech dented with his ladder in November of 2013. There was no conclusive evidence that our tech caused the damage however. There was a small crew of drainage contractors working on the house at the same time that our tech was there. Mr. ****** did not witness our technician placing his ladder on the downspout and the technician denied doing so. It was the other workers that were at the home that told the home owner that our technician was responsible for the damage. Mr. ****** made it clear that he intended to escalate the issue if steps were not taken to resolve the complaint. Given the relative low cost of a downspout, our technician supervisor agreed to have it replaced. After the down spout was replaced, he complained about the quality of the materials and the finish of the down spout that we had selected as a replacement. Our Technician Supervisor made several attempts to contact him by phone, each time leaving his contact information. He also attempted to contact Mr. ****** via email requesting the name of, or supplier of the model or brand of down spout that was damaged so that we could get him the exact same one. He has yet to reply. Additionally, we also reviewed Mr. ******'s account regarding his claims of ongoing service issues. We have reviewed the history of completed service calls from 2009 through 2014. We have found that he had 2 service calls in all of 2009, 0 service calls in 2010, 2 service calls in 2011, 0 service calls in 2012 and 2 completed service calls in 2013 for which he was credited a month of his service at the time due to a line issue. There has not been a completed service call for Mr. ******'s services since November 20, 2013. This service call history is not out of the ordinary and does not indicate that there has been an ongoing issue with Mr. ******'s services and his account was credited each time for the days of service that he was unable to use his services based on the service calls that were completed. We also reviewed the documented history on Mr. ******'s account of reported service issues and all of the documented calls that were made regarding any service issues correspond with the service calls that were set and completed. If Mr. ****** has been having severe ongoing issues with his services he has not made it known to Time Warner Cable based on the history we have and please remember that it is the customer's responsibility to notify us anytime their services are not working to their satisfaction so that we may have an opportunity to document and correct any issues they may be experiencing. Additionally, our technician supervisor that handled his original claim in November 2013 has again attempted to reach out to Mr. ****** on several occasions and has not received a return call from Mr. ****** as of 6/6/14. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Initial Consumer Rebuttal /* (3000, 8, 2014/06/11) */ After reviewing the response from time warner I am supplementing the following. A non-matching dented gutter was hung by time warner. I was home when time Warner had the ladder against the residence. Their representation of calls between 2009-2013 does not align with my phone records which speaks for itself. Time Warner did not credit me properly for down time or during the week and a half period of no service at all. This is in addition to all the no call no shows in which was a basic routine for this period of time. No one has followed up with me by phone or email regarding repairs. Calls were placed to the director of commercial operation by arrangement of my township trustee as time Warner refused to address the service issues. No one has recently communicated with me. I placed two calls to time Warner last week in which they refused to address my claim and stated it was closed. This contradicts the recent representation of alleged calls by time warner. As time warner has stated the complaint is closed with the bbb. I will petition the courts to resolve this. Time Warner did not provide a response to the misrepresentation of rental fees which were not disclosed and further misrepresented to be waived by the purchase of equipment not available to consumers. Final Business Response /* (4000, 10, 2014/06/13) */ June 13, 2014 *********** Better Business Bureau, Inc. 222 W. Market St. Akron, Oh 44303 RE: Customer: *********** Case ID: ********-Rebuttal Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***********'s complaints. Time Warner Cable has reviewed Mr. ******'s account and we have found that he has also filed this complaint with other entities. Mr. ****** was unhappy with the quality of the downspout that was provided to replace the one that he said that our tech dented with his ladder in November of 2013. There was no conclusive evidence that our tech caused the damage however. There was a small crew of drainage contractors working on the house at the same time that our tech was there. Mr. ****** did not witness our technician placing his ladder on the downspout and the technician denied doing so. It was the other workers that were at the home that told the home owner that our technician was responsible for the damage. Mr. ****** made it clear that he intended to escalate the issue if steps were not taken to resolve the complaint. Given the relative low cost of a downspout, our technician supervisor agreed to have it replaced. After the down spout was replaced, he complained about the quality of the materials and the finish of the down spout that we had selected as a replacement. Our Technician Supervisor made several attempts to contact him by phone, each time leaving his contact information. He also attempted to contact Mr. ****** via email requesting the name of, or supplier of the model or brand of down spout that was damaged so that we could get him the exact same one. He has yet to reply. Additionally, we also reviewed Mr. ******'s account regarding his claims of ongoing service issues. We have reviewed the history of completed service calls from 2009 through 2014. We have found that he had 2 service calls in all of 2009, 0 service calls in 2010, 2 service calls in 2011, 0 service calls in 2012 and 2 completed service calls in 2013 for which he was credited a month of his service at the time due to a line issue. There has not been a completed service call for Mr. ******'s services since November 20, 2013. This service call history is not out of the ordinary and does not indicate that there has been an ongoing issue with Mr. ******'s services and his account was credited each time for the days of service that he was unable to use his services based on the service calls that were completed. We also reviewed the documented history on Mr. ******'s account of reported service issues and all of the documented calls that were made regarding any service issues correspond with the service calls that were set and completed. If Mr. ****** has been having severe ongoing issues with his services he has not made it known to Time Warner Cable based on the history we have and please remember that it is the customer's responsibility to notify us anytime their services are not working to their satisfaction so that we may have an opportunity to document and correct any issues they may be experiencing. Additionally, our technician supervisor that handled his original claim in November 2013 has again attempted to reach out to Mr. ****** on several occasions and has not received a return call from Mr. ****** as of 6/6/14. In regards to Mr. ****** concerns regarding Time Warner Cable's modem lease fee that is only accessed on modems that utilize internet services. In cases where a customer has both internet services and phone services our customers are able to purchase their own modem for their internet use so they are able to avoid the modem lease fee. However, a Time Warner Cable modem is still required to operate the customer's home phone service but does not carry a lease fee if this modem is solely used for their home phone service as these types of modems are not available from a retail store for purchase. Time Warner Cable as made several attempts to resolve Mr. ******'s concerns and stands by its original response regarding our efforts to rectify his complaint. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely,

6/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charged account and sent to collections I already tried to get my redound back from time warner charging my account over 4 time each charging me 29 usd and was denied my clame. Then I disconnected my services cause of of the issues I have been having with time warner. So I keep paying my bill what I can due to them over charging my account I payed 40 dollars each month and then I receive a paper that they sent me to collections even thowe I been paying what I can. So the are destroying my credit so now I can't get my house lone. So purity much they are messing my I tire life for the next 7 years cause they sent it to collections even thowe I been paying them when I get payed on the first of each month. I will never use this company agen and I will tell every one I know not to use your services and I will inform my millatary buddies and old command to not use your sevices

Desired Settlement: I know they will not help me they don't give one bleep bleep bleep about there coustermers. I already asked for a refund on my bank account they said no. And now they are messing up my credit they won't even help on that one eather I bet you. I try to pay my bill but they said sorry to late we sent it to collections already. So I don't really know what I want. I want them closed down and taken out but that won't happen. So I'll ask for them to fix this issue with the collection and wait each month when I get paid to pay them off.

Business Response: Initial Business Response /* (1000, 5, 2014/06/12) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *********** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **********'s complaint. Unfortunately TWC does not make payment arrangements on an outstanding debt however, once the unpaid balance is paid in full, TWC will make the Collection Agency aware that the debt was satisfied. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I said they won't do one thing even thowe I tried over and over befor they sent my account to collection even thowe I been paying them. Worst company I ever delt with.

6/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The problem with my internet service is not fixed, and everyone I speak to has a different answer. My internet service stopped working at 4:00 on May 28. I was initially told that the outage in my area was fixed, and the issue was mine alone. I was then told I would have to wait until next Tuesday for a service call. I then spoke with Tier III support who verified that there was an issue with the 105 channel on my node. I was then called at work from phone number ************ and was told everything was fixed. When I got home, the problem was not resolved. I then spoke with Tier III support again who confirmed that the issue had not been resolved. When I called ************, they told me that they could not see the fact that there was a problem on the node, and insisted that the problem was unique to my house, contrary to what I was told by the Tier III support. I have spend over 4 hours on the phone trying to get this issue resolved. I understand that these issues arise, however, for one department to continue to tell me incorrect information and only offer a service call (which wouldn't address the problem) 6 days in the future is not acceptable.

Desired Settlement: I want to be compensated for the time I spent on the phone (over 4 hours) and I want my service fixed. I also want whatever is necessary to make it so when I call tech support, they can actually have information that is correct.

Business Response: Initial Business Response /* (1000, 5, 2014/06/12) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************'s complaint. A TWC Lead Techicnian made contact with Mr. ****** regarding his service issue. Mr. ****** had issues during an outage that we experienced for two plus days. Those service issues have been resolved. The customer's account was credited a total of $30.49 on May 28th for the service issues. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (2000, 7, 2014/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/29/2014 Advertising/Sales Issues
5/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Time Warner is failing to provide a correct final bill, multiple calls, and than sent to collection. Regarding Time Warner Account # *********, I had been a Time Warner cable customer for many years, probably as long as I lived in Northeast Ohio. For multiple reasons I canceled all my services with Time Warner cable, mostly as a result of poor customer service, and the inability of the company to want to keep long time customers. I have had a magnitude of difficulties since cancelling service. Customer service, supervisors, and managers who fail to take ownership for the numerous errors made, or provide any follow thru on what has been advised to the consumers. Since Time Warner cable fails to take any ownership for errors made to my account or correct them in a manner that all parties are satisfied, I am left with the only option of filing formal complaints and telling everyone I know of Time Warners of errors. On February 28th, 2014 at 3:24pm I contacted Time Warner and cancelled my service. I spent over 44 minutes and 24 seconds of my time to simply cancel service. I actually was transferred to a supervisor who made an offer no other representative would to keep me as a customer. I had made my decision after being dissatisfied with Time Warner for some time. During this extended phone call I advised that on 03/01/14 I would turn in all equipment at local walk in location. I asked if I would be able to have my final bill and amount at this time, so that I could make my final payment. I was assured this would not be a problem (documentation if required). On March 1st, 2014 I arrived at the Time Warner location at approximately 9:15am. I returned all of the companies equipment, but was advised the computers were being updated so everything would have to be manually entered on Monday March 3rd. Since I was unable to get documentation of final bill and charges, I advised I would wait for this to be sent to me. I received a hand written receipt at this time. I was advised it could take up to 4 weeks to receive a final bill. I questioned this extended length of time to receive a final bill; I turned in all equipment, and was ending service during a billing cycle that would end on March 9th (documentation if required). Time Warner failed to cancel my account as requested, even with all of the equipment being returned. On March 17th, 2014 I received a bill in the amount of $410.40. I was upset as the bill for service 02/09/14-03/10/14 was an amount of $206.31, due on 03/02/14. I closed my account and returned equipment 9 days before the end of the previous billing cycle; I only had a bill for $206.31 which I expected to be credited for the 9 days I did not have service with Time Warner cable. Why is Time Warner sending me a bill for service from 03/10/10-04/09/14(documentation if required)? On March 17th, 2014 I contacted Time Warner after receiving a bill for $410.40 for a period of time when service had been terminated. I spent 40 minutes and 19 seconds of my time on a phone call due to Time Warner error. I spoke with three people during this conversation, *********, *****, and ******. During the conversation with ****** I was advised that the bill for 410.40 was in error, and a 2nd bill for $219.74 was sent and also in error (which I received and set aside).******* advised me I would receive a 3rd bill that would be correct. While `****** stated it would be for no money due, I was sure this amount would not be correct, as I felt at the time I owed for service thru 02/28/14, with equipment returned 03/01/14. As of today I have yet to receive a corrected bill from Time Warner cable (documentation if required). On April 14th, 2014 I received a notice from ****************************************** (*** Account # ********). After reviewing this notice it became clear that Time Warner cable turned me over to a collection agency for an amount of $219.74, which I had been assured was an incorrect amount. I have 30 days to dispute these charges in writing so please consider this my written dispute to this erroneous charges

Desired Settlement: I want a correct final bill, and notification in writing to collection agency, and myself.

Business Response: Initial Business Response /* (1000, 5, 2014/05/22) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************* Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************complaint. Ms. ***** final billing statement is attached with an ending balance of $104.23. Once this balance is paid TWC will made the Collection Agency aware that the debt was satisfied. Time Warner Cable apologizes to Ms. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have issued payment to Time Warner since the BBB received a document with charges on them, and I now have a written document of charges due. I am not satisfied with the fact that Time Warner refused to send this to me at any time since service was cancelled over 2 1/2 months ago, and a collection for Time Warner was recorded on my credit report as of today, this is solely a result of Time Warner's inability to provide customer service, or to provide me with a bill. This impacts my credit score and was due to no negligence on my part. I have never been so disappointed in a business prior to this awful experience. i will continue to voice my extreme dissatisfaction with this company.

5/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We cancelled our services on 4/09/14 and have yet to receive our refund. We started services on 4/06/14 and on 4/07/14 they were not working we called, they said they were going to send someone out, they said they did but services still were not working on 4/08 called back in and still not fixed, on 4/09 we just went with another company and asked for a refund. They said that they would send someone out to collect equipment, they never did I had to drive it 15 minutes to them to do so, they then said ask for my refund there which I did and they said they couldn't do a refund there. Then I called and they told me 4-6weekd I shouldn't have to wait anymore for my money we had service for 24 hrs and thats all They took my money right out of my account and they should put it right back into my account. I have almost waited a month as it is and waiting another month or more is unacceptable.

Desired Settlement: I would like my money back IMMEDIATELY. If they take it immediately it should be refunded immediately!

Business Response: Initial Business Response /* (1000, 5, 2014/05/14) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ****************** Case ID: #********* Dear Ms.******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******************'s complaint. The COD payment Ms. ******** made in the amount of the $116.51 has been refunded back to her Credit Card as of today May 14th 2014. Please allow your bank 3-5 business days to process. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

5/26/2014 Delivery Issues
5/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner continued to bill me for services they were not able to provide! TWC was unable to repair my services and continued billing me for time service was out! And also for services I requested to be turned off after they were unable to fix! On going for over 6 months erratic services previous to these issues also and they refused to adjust bill during this time also!

Desired Settlement: Stop further collection and clear my credit report! This is part of what caused me to lose my house because of lower credit score and bank would not refinance! Sincerely ****************

Business Response: Initial Business Response /* (1000, 5, 2014/04/30) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *************** Case ID: #********* Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **************'s complaint. Mr. ******* left an unpaid balance at ********************************** back in 2009 in the amount of $120.34. This balance was sent to Collection on March 31 2009. However, when Ms. ******* attempted to have service installed at his new location ************************************** in February 2014 it was communicated to him by our Risk Management Department that he still owed a previous balance. Mr. ******* paid $20.34 toward his old balance and the remaining balance of $100 was linked to his address which was communicated to him as well by our Risk Management Department. Mr. ******* has made good on that debt and the Collection Agency will be notated that the debt was satisfied. If Mr. ******* wants the mark removed from his credit report he would have to take that up with the credit bureau. In addition, Mr. ******* account back in 2008 was credited $62.79 for Phone services he stated he was experiencing from 9/14/08-9/26/08 and 10/19/08-11/18/08. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was not just phone services cable was completely out or several periods of time previous to and possibly after these dates I am going to request all paperwork and notes to clarify! Also told Time Warner Cable to turn off phone service and they continued to bill me! in formed to shut off cable till they adjusted bill and they continued to bill and refused to turn off services! I paid bill under protest only to keep from further lowering my credit score! Also TWC kept changing how much my monthly total bill was seeming to discriminate against me for wanting fair billing for inaccessible services! sincerely ******** ******* Final Business Response /* (4000, 12, 2014/05/22) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ***************Rebuttal Case ID: #********* Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **************'s complaint. Mr. ******* called in on February 16th 2009 regarding information toward disconnecting his service. Mr. ******* services at ********************************** were disconnected back in February 2009. Mr. ******* final billing statement was sent to him on February 26th 2009 with an ending balance of $890.34 which included $770 of unreturned equipment. On October 16th 2009 Mr. ******* called in to retrieve the hours and location of our **** local office and on October 23rd 2009 the equipment was returned leaving Mr. ******* with a remaining balance of $120.34. That balance was turned then turned over to Collection which they also attempted to collect on the unpaid debt. When Mr. ******* called to have service at his new location *********************************** he was made aware of the unpaid debt by our Risk Management Department and arrangements were made with him to have the balance paid. If Mr. ******* wants the mark removed from his credit report he would have to take that up with the credit bureau. All appropriate credit was applied to Mr. ******* account for the service issues he experience from 9/14/08 through 9/26/08 and from 10/19/08 through 11/18/08. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: TWC can not provide the service I have been paying for for over 13 years. TWC charges for a full months service but I never go a full month with out a disruption. they have done repairs but nothing works. I learned to live with the sound constantly going out. When I call the tech on the phone resets the system. this takes about an hour and ruins my evening. the last time i called the tech screwed up my service and it took 5 days before a tech came to my house and repaired the service. The tech said " those guys on the phone are a bunch of idiots, they are not trained and do not whats going on." He told me to have someone come out from now on. TWC then charged me a late fee of $7.50 because according to them I was $2.00 short then another late fee and another. I called to request they take the late fees off my bill but they refused. I then said they owe me for all the months the service didn't work. They didn't care. I told them ok then, I'll pay your late fees, now send a tech out to the house and I want credit for the time this service is out. He asked what is the problem, I told him, he ,in the billing dept., said he was a tech and he will look at my system. I told him NO!, don't touch anything,the last time you did that I didn't have cable for 5 days. He refused to have a service man come to the house. As of today my cable is not working properly and i'm counting .

Desired Settlement: When I call for service I want a tech to come to the house and fix the problem, A refund for every day my system has not worked for the last 5 years. That's from the time I called to the time the system was repaired. When I request a repair, I WANT A HOUSE CALL ONLY.

Business Response: Initial Business Response /* (1000, 5, 2014/05/06) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: **************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***********'s complaint. Our Technical Operation Department addressed Mr. ******'s service concerns. At this time, Mr. ****** hasn't experienced any audio interruption since our technician's last service visit. Mr. ******'s account has been credited $195.00 for the inconvenience. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refusing to cancel internet service. Deceptive phone tricks to keep me from cancelling service. Strategic phone system run around to disconnect call Refusing to cancel internet service. Deceptive phone tricks to keep me from cancelling service. Strategic phone system run around to disconnect call. 5/5/2014 - unable to cancel service due long waits and call transfering.

Desired Settlement: Cancel service immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/05/06) */ May 6, 2014 ************************* Better Business Bureau, Inc. 222 W. Market St. Akron, Oh 44303 RE: Customer: *********** Case ID: ******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding***********'s complaint. Time Warner Cable has reviewed Mr. *****'s account and we have found that he had attempted to cancel his service on May 5, 2014 over the phone but either due to his calls being dropped or by Mr. ***** not waiting on hold for an available Customer Solutions agent to assist him with his disconnection his account was not disconnected. We have disconnected Mr. *****'s account effective immediately and have prorated it to his original documented request on May 5, 2014 per his request. Additionally, Mr. *****'s account currently has a credit balance of $108.25 and he can expect a refund to be processed and received within 4-6 Weeks via a live check. Time Warner Cable apologizes to Mr. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact us if you have any questions. Sincerely, Time Warner Cable

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have routinely experienced less than "turbo boost speed" to which we pay extra for, with no proposed solution by TWC technicians. For the past four months, we have experienced excruciating speeds and technical service from Time Warner Cable. We pay for the "turbo boost" Roadrunner internet monthly which promises speeds around 20 mbps download. Not only have we never experienced those speeds, both with technicians and on our own, but we at times will have speeds so low that our in home technology will cease to function. The speed at the time of writing this complaint is .04 mbps, a mere 50,000% away from the target and paid for speed. With our last tech support call, the tier 3 technician explained to us that "they have a known issue in our area, and they have no idea what it is, or when it will be fixed." Something they have known about for months, yet did not inform us nor offer any sort of consolation. We have been through hoops galore, switching routers, hard lines to the home externally, router resets, and wasted hours trying to communicate with clueless and mediocre technical support specialists. We have a home business, college student, and consistent communication needs that depend on our internet being what we pay for- fast and accessible. We have had to resort to Verizon hotspots to connect our home because Time Warner has been unable to provide internet capable for support even the most basic email and internet research functions. This has added cost on our end as we have to pay for a secondary access point to the internet because our primary source has such lacking consistency and dependability.

Desired Settlement: We are seeking a full and thorough analysis and measurable plan of response in identifying the source of our poor internet service, and why there has not been a company response to the matter. We are also seeking financial compensation for the past four months of service in which we experienced these infuriating speeds hindering our family's ability to conduct business, education, entertainment, or basic communication functions. We are also seeking payment for the internet services we have had to resort to in the extended times of outages or unusable speed. Having to pay for two internet services because our primary is so inadequate is not appropriate and puts a financial strain on our monthly economic commitments.

Business Response: Initial Business Response /* (1000, 8, 2014/05/06) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************* Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************complaint. Mr. ******** has been contacted by a Technical Supervisor and the customer's service issues are being addressed. The customer also has the Technical Supervisor and Lead Tech contact information if he has any questions or concerns. For the inconvenience the customer has been placed into a 12 month promotion taking his monthly rate from $170.19 to $104.82. After the promotion has come to an end the rate will go back to the standard retail price. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

5/19/2014 Problems with Product/Service
5/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: They have horrible customer service and they are not wanting to fix the issues we are having and are refusing to handle the situation. They are claiming there isn't a issue but their own Tier 3 Tech support is telling me there's a issue.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want our money back for all the time we been complaining and we want the services fixed and I want the CEO of Time Warner to get involved and a formal apology from Time Warners CEO!

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ May 2, 2014 ************* Better Business Bureau 222 W. Market St. Akron, Ohio 44303 RE: Customer: ****************** Case ID: ******** Dear Mr. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******************'s complaint. Time Warner Cable has reviewed Mr. ******'s account and we have found that our technical operations department has been in contact with Mr. ************ for quite some time regarding his service issue claims. Our Technical Operations manager for his area has confirmed that there have been no issues with Time Warner Cable equipment or the network supporting this customer since the end of December of 2013. To date we are unable to substantiate Mr. *************'s continued claims of service issues. Additionally, Mr. ************ has been receiving credits for these issue claims by our customer service department that has totaled $1,239.70 which is equal to over 10 months of service. Mr. ************ has also not made a successful payment on his account since June 25, 2013. Our Technical Operations Manager has spoken to Mr. ************ and has informed him that no more credit will be issued for this issue as we are not able to identify any issue what so ever with his service and his account has been notated to this effect as well. Mr. ************'s account was disconnected on May 2, 2014 due to non-payment and he must pay the full balance on his account in addition to his first month of service and any applicable reconnection fees prior to any type of reconnection Time Warner Cable apologizes to Mr. ************ for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response cause they haven't fixed anything and in fact as soon as they received a complaint from the FCC for me they issued the Disconnection from the pole. They won't return my phone calls. I have left dozens of messages with that service manager and his supervisor over the last week. No response from them at all. On top that I have spoken with one of their Tier 3 Techs again on Saturday May 3rd and he told me that he infact confirmed his results with 3 other Tier 3 Techs in his office that there was in fact a issue with the Card/Node at the Central Office that is in control of my Modem. They are refusing to fix that issue. I have speed tests from within the last 2 weeks. We have been disconnected for a week now, But the week before they disconnected my services it showed the speeds dropping to 1mb of download speed when our speeds are supposed to be 20mb. Also they have only credited us $916. If you take all the reconnection fees away and the $100 credit that was given cause we found that they were over charging us for 10 months cause of their price changes and then a inconsiderated $20 credit for one of their techs calling me Stupid! Also in August we were given a one months credit cause we called and complained about the CBS issues and they credited us one month as a apology for the inconvenience of us not being able to access any CBS programming! I find it very funny that I have been given 5 different answers on that Credit amount including that one now. They are refusing to discuss this matter with me and when the gentleman named ****** who handling the complaints with the FCC and I assuming the BBB, called me he even informed me that he going by what the service manager told him and not looking for the results himself personally. Also I asked to speak with his boss and he informed me I would receive a phone call from them by the next day. That was Wednesday and today is Tuesday the next week already. They have lied to be to many times to count. They are only claiming there is nothing wrong because they can see I been complaining about my services since May of 2011 for both my TV services and my Internet Services. It took till January of 2014 to get my TV services finally fixed and it is now May 2014 and still have not gotten my Internet Services fixed. So 2 years and 8 months it took for them to repair my TV services and it 3 years now and still haven't gotten my Internet fixed. So they don't want to credit me from the first time I complained! They know it a lot of money and they are refusing cause they don't want to look bad for taking so long with no result. I am submitting a screen shot of my Speed Test Results. When you look at these results you will see that on the Dates of April 23 my speeds dropped to as low as 10 mbs and then on April 24th right before midnight at 11:30pm my speed dropped to 1.4mbs and on April 25th as low as 1.13mbs at 4:34am and April 26th they went as low at 7.66mbs at 8:19am and so on with more drops below 15 or 16 mbs the rest of the time I had services. They claiming nothing is wrong but when I spoke to the Tier 3 Tech he looked and found Card/Node issues at the Central Office which is one of many things they didn't check when they claimed they were fixing my services! So I suggest Time Warner answer for why they lying about nothing being wrong when Speed tests show something and their own employees verified something wrong from another department! Final Consumer Response /* (4200, 11, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken with Time Warner's Tier 3 technical department located in **************. 4 Tier 3 techs and 2 supervisors from within that department have confirmed they have found a issue with the Node that was connected to my account. They have even opened up trouble tickets for my account on April 28th which is after your April 22nd claimed date. In fact my services were still on cause from the ****** office the Floor Supervisor **** by instruction from the Customer Service Manager ***** turned on my services and they stayed on till April 30th when someone by the name of ****** called me and told me that he don't care what I claim that he believes his Service Departments Manager that there isn't anything wrong. The photo I included with my last response also shows the test results were completed using a Time Warner account. It also shows my IP address which is address to my account and account address. It is now in my firm belief Time Warner is attempting to cover up there wrong doing by lying and saying there isn't anything wrong so they won't be held accountable for what they have done. Specially since I have there own Tier 3 Tech department confirming there is a issue! Which make this situation even more horrible cause from within their own company they are warring over there being a problem! Service department claiming there isn't one and the Tier 3 tech department claiming there is a problem. I have the names of these individuals with information to communicate with them and they have informed me they will testify on my behalf as well. So I suggest Time Warner has there advocate contact me we can discuss this and get to the bottom of this issue and resolve it without legal ramifications for Time Warner. I have already spoken with 2 Attorneys on this matter and both have seen enough evidence to take my case and file a lawsuit against Time Warner. I would like to settle this matter without having to go that route and just get this matter taken care in a easier manner, but I will not sit by and be called a liar and made to look like I am trying to scam a company like Time Warner who in fact has been exposed by many others popular sources like The New York Time and other major Media outlets. I have website URLs to articles about how Time Warner has Horrible Customer Service and in this particular circumstance it is being shown to be Horrible once again. Final Business Response /* (4000, 13, 2014/05/14) */ May 14, 2014 ************* Better Business Bureau 222 W. Market St. Akron, Ohio 44303 RE: Customer: ****************** Case ID: ********- Rebuttal #2 Dear Mr. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******************'s complaint. Time Warner Cable has reviewed Mr. ************'s account and our technical operations team has, once again, confirmed that we are unable to locate any problem with our equipment and/ or the network supporting Mr. ************. We are unable to substantiate his claims of service issues at this time. Additional tests have been run on the network in his area and we have found that there are no internet latency issues in his area. We also have verified that there have been no other reported issues of any service issues from other customers in his area. Time Warner Cable relies on our qualified technical team to verify and repair any physical issues that a customer may be experiencing. In this case our technical operations team was able to verify that there are no issues with our equipment or network serving Mr. *************. We also have confirmed that there have not been any other service complaints from other customers that we service in Mr. ************'s area since December of 2013 which is the same time frame that we were able to confirm that we corrected our network serving Mr. ************. Additionally, Mr. ************ was placed into a non-pay disconnection on April 22, 2014 which disables all of a customer's equipment until payment has been made. At the time of the test results that Mr. ************ has presented his equipment should not have been in working condition as our system should have disabled it once his non-pay work order was placed on April 22, 2014. As stated in our previous response Mr. ************ was scheduled for a full disconnection on or before May 3, 2014. His service was fully disconnected due to non-payment on May 2, 2014 and in order to restore services all balances must be paid as well as his first month of services and any applicable reconnection charges in advance as required by all of our customers who wish to establish or reestablish service. Time Warner Cable apologizes to Mr. ************ for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

5/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cable company told me by phone I would need to pay 24.99 for installation and when they came the amount changed twice in less than an hour. The last week of April I called to schedule service to be installed with Time Warner, the woman I spoke with in sales looked up an old account, said that it was too old to collect on and that it would have a zero balance, she told me the amount that I would need to pay for installation would be 24.99, and we scheduled them to come out on May 1st, 2014. I had all of my other services cancelled because I would no longer be needing them, which cost me 500 for satellite, 250 for internet and an additional fee for my phone. The morning I was scheduled to be installed, the man came to my door and as soon as he walked in he asked me if I was aware it would be 165.00 for installation, which was a much higher amount than the 24.99 discussed by the sales associate. The technician went out on my porch and spoke with someone and all of a sudden it went from 165.00 to 600.00 and they said the old bill that was over seven years old was now less than seven years old and I was now responsible for the charges. I believe that Time Warner attempted to scam me. I am on disability and have a very fixed income. I don't believe the sales staff miscalculated this, I think the company changed the date on my old account to get the money, because otherwise, I wouldn't have been told that I owed nothing but a 24.99 installation fee over the phone. I contacted Warner Cable, I was told that they attempted to contact me prior to my appointment for installation to discuss this with me, which is not true, I had a print out made of my cell phone calls received by my carrier and the only time they called was the day before through the automated service to remind me of my appointment and the day of installation.

Desired Settlement: I think that Time Warner should do exactly as discussed with me and the Sales associate who told me my previous bill had been written off and had a zero balance, I don't believe they made a mistake and all of a sudden my instillation went up 2 times in the same day. I think they need to make sure this type of thing does not happen in the future to other potential customers, this is no way to do business and surely is not a way to get new customers to stay with the company.

Business Response: Initial Business Response /* (1000, 5, 2014/05/06) */ May 6, 2014 ************************* Better Business Bureau, Inc. ***************** *************** RE: Customer: *************** Case ID: ******** & ******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***************'s complaints. Time Warner Cable has reviewed Mr. *********'s account and we have found that ******* ********* has a balance of 788.42 on an older account dated 4/8/2009 and ***** also has a balance of 647.90 dated 12/5/2007 on an older account which are the same location and both still within 7 years. Together they owe a total of $1436.32. We will need half of the balance up front in the amount of $718.16, in order to allow these customers to establish new service. We are willing to make payment arrangements for the remaining balance of 718.16, which would have to be paid bi-weekly until the accounts are paid in full. If Mr. and Mrs. ********* would like to discuss this further, they are invited to contact ******** in our Risk Management Department at ***************************. Time Warner Cable apologizes to Mr. & Mrs. ********* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact us if you have any questions. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Now the amount has once again gone up in price. Just last week it was 600 now it's 718.16? Final Business Response /* (4000, 9, 2014/05/08) */ May 8, 2014 ************************* Better Business Bureau, Inc. ***************** *************** RE: Customer: *************** Case ID: ******** & ********- Rebuttal Dear Ms. *****************: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***************'s complaints. Time Warner Cable has reviewed Mr. *********'s account and total amount that Mr. & Mrs. ********* owe is a total of $1436.32. We will need half of the balance up front in the amount of $718.16, in order to allow the *********s to establish new service. We are willing to make payment arrangements for the remaining balance of $718.16, which would have to be paid bi-weekly until the accounts are paid in full. If Mr. and Mrs. ********* would like to discuss this further, they are invited to contact ******** in our Risk Management Department at ***************************. Time Warner Cable apologizes to Mr. & Mrs. ********* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact us if you have any questions. Sincerely, Time Warner Cable Final Consumer Response /* (4200, 11, 2014/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why am I being charged for something from her though? We are no longer married and Ohio is NOT a shared property state. I shouldn't be charged for someone other than myself. Should I get an attorney involved to keep from getting charged for my ex wife's account?

5/12/2014 Advertising/Sales Issues
5/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Charge bank account They charged my bank ************ 4 times then the account went negative I called them on the 7,14th,24th, and 26 of ape, informing them not to charge my bank account till the first of May cause that's when I get paied they said ok. But they charged my bank on the 8th of arp twice on the 14th and agen on the 21st. Each time my bank charged me $29 each charge. They summited a ticket and then denied my redound then they stated they only charged me once but I have paperwork confirming them charging me 4 times. I put a stop check from my bank they said they tried to charge me agen. That cost me 20 dollars.

Desired Settlement: Just to refund my bank the bank chargesand the 20 dollar stop check fee from my bank

Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *********** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **********'s complaint. Mr. ***** was installed with TWC services on 4/4/14 the customer made a COD payment in the amount of $138.16 which was applied to his account on 4/5/14. Once the payment is made we do not change or hold the payment, all payments are processed. If your check is returned, you expressly authorize your bank account to be electronically debited for the amount of the check plus any applicable fees. The use of a check for payment is your acknowledgement and acceptance of this policy and its terms and conditions. Unfortunately, TWC will not be honoring Mr. *****'s desired resolution. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) even thowe you charged my account 4 times not just the once!. I can provide my bank statement that proves you charged my bank 4 time. Final Business Response /* (4000, 9, 2014/05/09) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ***********Rebuttal Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **********'s complaint. TWC will attempt to collect on the customer's payment when we first receive it. If the payment is returned, then it is sent on to Checkveolocity which is our third party collector for NSF (insufficient funds) payments. Once Checkvelocity receives the returned payment, they will try to collect on it up to 3 times. The customer is notified of this process on their monthly statement which states: If your check is returned, you expressly authorize your bank account to be electronically debited for the amount of the check plus any applicable fees. The use of a check for payment is your acknowledgement and acceptance of this policy and its terms and conditions. The customer first monthly statement was sent out on April 5th 2014 reflecting this information. In addition, this information is also provided under our TWC Residential Services Subscriber Agreement under "Your Financial Responsibilities" select (e) Bounced Checks on our timewarnercable.com website. Unfortunately, TWC will not be honoring Mr. *****'s desired resolution. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

5/7/2014 Delivery Issues | Read Complaint Details
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Complaint: Called to cancel service in fall of 2013. Was offered a $300 reward card to remain a customer. After 6 months of checking status and calling dozens of times i am now being told i will not receive the card as promised. Redemption code is ********* Product_Or_Service: Cable/Internet Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Would like $300 reward card or a credit of $300 to my account as promised. Redemption code is *********

Business Response: Initial Business Response /* (1000, 5, 2014/04/24) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************'s complaint. The Redemption Code ********* which was provided by Mr. ********* was for a *********************** which was shipped on 1/30/2014 UPS Ground ******************. This information can be retrieved at the https://www.twcbetterreward.com/Status website as well. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tablet was received, however, I never received the gift card as promised by the retention department for remaining a Time Warner Customer. the Tablet was for a promotion they were running when you upgraded to a certain level of services. These are two different rewards and both were offered to me. Final Business Response /* (4000, 9, 2014/05/07) */ May 7, 2014 *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *************** Rebuttal Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************'s complaint. The Redemption Code ********* which was provided by Mr. ********* on his initial concern was for a ***********************. After reviewing his account we found that was the only promotion he qualified for, which he received. There was no other Redemption Code found regarding Mr. ********* receiving a $300 gift card. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

5/6/2014 Problems with Product/Service
5/5/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Failed to bury the cable installed on 10/26/2013 On 10/26/2013, a new cable was ran from the house to the cable junction in the backyard. The installer informed me that someone would be there before two weeks to bury the cable. Because the cable has not been buried after six months, I called the customer service at ************E on 3/28/2014. At 11:30 AM, I spoke with the service rep named ******. He said I would have to call for service with this number: **************. This is not the number for Time Warner Cable Service, it was the Ohio Utilities Protection Service (the Ohio Dig Number). I am not happy about this. Our big problem is that this past weekend, one of the neighborhood boys tripped on the TWC cable in our back yard & turn his ankle. The child's mother was not happy with us.

Desired Settlement: Just please have someone come and bury the cable in the back yard.

Business Response: Initial Business Response /* (1000, 5, 2014/04/21) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **************'s complaint. Ms. *******'s cable line was buried on April 14th 2014. Time Warner Cable apologizes to Ms. ******* for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

4/29/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Incorrect bills, persistent upselling, gross incompetence at best, possibly fraudulent bait-and-switch. I called TWC on March 3 and signed up for Standard Internet at $34.99 per month. I then had to endure a week of frustration as work orders were made and then deleted and then marked complete when they hadn't been etc, but I did eventually get service. Then I received my first bill on March 6 for Standard Internet at $39.99, so I called and told them I had signed up for Standard Internet at $34.99 (as evidenced by the initial payment). I was told this would be corrected. A month later on April 7 I received my second bill and discovered that the price had indeed been corrected to $34.99, but that my service had now been downgraded from Standard Internet to Basic Internet. So I called again today and was told this would be corrected (though I have no reason to trust this assertion). My main complaint is that I signed up for Standard Internet at $34.99 per month and then over the next six weeks, due to work order issues, incorrect prices increases or incorrect service downgrades, TWC representatives tried to upsell me on more expensive internet packages or bundles no fewer than half a dozen times. Each time, after being placed on hold and passed around to different people, I would just say, "I just want what I signed up for", but the pressure to change to turbo/extreme or add home phone was always there, whoever I spoke to. At best, TWC are a company with incompetent customer service representatives who all read from the same script but are incapable of operating the computers in front of them. At worst, this is a fraudulent operation that relies on customer ignorance or fatigue to end up charging a higher price or providing a downgraded service than the one originally signed up for.

Desired Settlement: I don't know yet.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **************'s complaint. Mr. ******* claim was investigated. Mr. ******* should have been placed into a 12 month promotion with Standard Internet at $34.99 however, due to the incorrect campaign code being applied to his account this did not happen. In addition, we are reviewing the calls of the agents Mr. ******* spoke with when he was attempting to resolve his promotion concern and we will be addressing our findings internally. Time Warner Cable apologizes to Mr. ******* for any inconvenience this situation may have caused. As of today 4/17/14 Mr. ******* has been placed into a 12 month promotion at monthly rate of $24.99 for his Standard Internet service as a goodwill gesture. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

4/29/2014 Delivery Issues
4/28/2014 Delivery Issues
4/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: TimeWarner Cable and online billing failed to notify of a payment issue resulting in nonnotifed service disconnected and a onetime charge of >$500. I have been a TimeWarner cable and internet customer since June of this past year, and it has been a nightmare ever since. My account is #********************. However, specifically, last month I went to use my internet (a crucial part of my daily work as a physician) and it was disconnected, as was my cable. I checked my TimeWarner internet account and it showed that my AutoPayments (active since setting up service) were current. I called TimeWarner customer service to inquire and they stated that their internal billing system showed returned payments for several months, resulting in a one-time total due of $517.43. This was not reflected in my online account. At this time (and currently), my online account still showed my account as being paid and current. After asking whether I could've typed in my bank account number wrong, I double checked my bank account information in the TWC online account, and it was all correct. Furthermore, the biggest issue of all, I did not receive any phone calls, emails, or letters notifying me of a problem, else surely I would have corrected any issues prior to losing a whole day of productivity due to their unnotified disconnection of service. I told this to the service rep, and they apologized but still stated that they would require payment in full of the $517.43 bill prior to reconnecting service. I made the payment in the full amount the week of March 10, 2014. This amount is 5x the amount of a normal monthly payment for me and caused significant financial distress to me as a one time payment. Aside from that, there is the inconvenience and the financial detriment of losing almost a full day of work without internet service due to their disconnection without notifying me. On 3/27/2014, I contacted TWC customer service online (chat) and spoke to ***** regarding this issue, the inconvenience and inappropriate nature of disconnecting a customer without notification, and the financial distress caused by the situation. He was unable to assist me in any way. When I told him that I save all letters received from TWC and check my email and phone constantly each day but had never been notified of any issues with my account, he claimed it is 'corporate policy' to notify customers of billing issues prior to disconnection. I asked him for proof this had been done, since I was, in fact, NEVER contacted in any way. He said he could not prove it but again invoked 'corporate policy'. This entire situation is unacceptable. TWC never notified me via online account, email, phone, or mail of any billing discrepancy and then cost me a one-time >$500 payment (approximately 50% of my monthly discretionary income) as well as the lost time and productivity of the day in which my service was disconnected without notice. I want to be reimbursed for these losses and their own failure to follow their outlined corporate policy.

Desired Settlement: Monetary compensation for TimeWarner Cable's failure to follow corporate policy and failure to notify me of a billing issue prior to disconnecting service, resulting in a financially difficult sum of money due (not evidenced through my online account) and a day of lost work productivity.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *************** Case ID: #********* Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***************'s complaint. When TWC attempted to retrieve funds that were scheduled to be taken from the customer's Debit MasterCard ending in **** on November 14th 2013, December 16th 2013, January 14th 2014, and February 14th 2014 through our autopay feature the customer setup, each payment came back as rejected. The rejection code for each payment stated "Card reported as lost/stolen" meaning no funds were taken from the customer's Debit MasterCard and TWC never received payments. Under the Terms and Conditions that was agreed to by the customer: "Change in Payment Information" it states: You are solely responsible for ensuring that your Payment Account information is current and accurate at all times. Time Warner Cable is not responsible for your failure to receive any notices or information, or any other problem that results from your failure to keep such payment information current and accurate. You can update this information within the Service application or by calling Time Warner Cable It may take one billing cycle for your Payments to be processed in accordance with the changed information that you have provided to Time Warner Cable and, in the meantime, you will be solely responsible for taking all appropriate actions to ensure that your Time Warner Cable bill statements are paid when due. Under "Bill Payment Service" it states: (b) Your Time Warner Cable account balance will be credited to reflect the amount of any Payment authorized by you through the Service after Time Warner Cable has initiated the processing of such Payment. Such credit is provisional and is subject to Time Warner Cable's final receipt of good funds. Your Time Warner Cable account balance will generally be updated to reflect this credit within three Business Days of the date on which Time Warner Cable initiates the processing of your Payment. Time Warner Cable will reverse any such credit to your Time Warner Cable account and may assess any then applicable fees or charges, including late fees or fees for non-sufficient funds, if your Payment is returned for non-sufficient funds or otherwise cannot be processed or is later charged back or reversed. This customer is setup for electronic bill the rejected auto-payments were reflected on the customer's billing statements covering 11/24/13 through 12/23/13, 12/24/13 through 01/23/14, 1/24/14 through 2/23/14, and 2/24/14 through 3/23/14 on page 4 of 4 of each bill. This information can be retrieved on the TWC website under "My Account" then click on "View Statement" this allows the customer to view her PDF statements from the past 6 months. New billing statements are applied when the customer's billing statement generates. At this time, the customer balance reflects $111.18 which covers 3/24/14 through 4/23/14, this bill generated on 3/25/14. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

4/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Customer service is rude/ I was hung up on 8 times in the last 4 months and i have gotten no change to service or my questions were never answered. I called them to get an upgrade on service. I am paying $115 for basic cable/internet. I wanted to see if I could get premium channels & DVR's for the same price. None of the reps could help answer any of my questions. I was offered everything except for what I called for. I was offered phone & alarm service and I could not get any of the reps to discuss my CABLE. I was transfered around for over an hour on 3 occasions. I even had reps purposely transfer me out of state so I would have to start all over again. Everytime I ask to speak to a manager I am put on hold and hung up on. I even heard the last rep (*****) laugh at me in the background because I was almost in tears. I would like to cancel my service completely and not have to owe for the last month of service. I have had this cable for less than a year and it has been a nightmare getting service/ maintanance or even a rep that is friendly.

Desired Settlement: I would like to cancel my service and not owe for the last month of my bill and for them to come and pick up the equipment.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ April 8, 2014 ************************* Better Business Bureau, Inc. 222 W Market St. Akron, Ohio 44303 RE: Customer: ***************** Case ID: ******** Dear Ms. ***************: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *****************'s complaint. Time Warner Cable would like an opportunity to resolve the dispute that has been forwarded to us by the Better Business Bureau. Time Warner Cable has attempted to contact Ms. ******** on several occasions at (***) ******** in an attempt to resolve this issue; however, we have not been successful. Please contact ************** at (***) ******** extension ********** and I will be happy to discuss this situation with you. Time Warner Cable apologizes to Ms. ******** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, ************** Executive Response Specialist ***-******** ext. **********

4/21/2014 Advertising/Sales Issues
4/18/2014 Delivery Issues
4/18/2014 Delivery Issues
4/7/2014 Advertising/Sales Issues
4/7/2014 Advertising/Sales Issues
3/31/2014 Problems with Product/Service
3/31/2014 Guarantee/Warranty Issues
3/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: these people are causing me to have a nervous break down I had to start seeing a spshyatrist first I called them to get basic cable for my mom alls they had to do is flick a switch to turn it on she has no equipment of theirs she got like 10 channels an ask how much she need to turn on they said 40$ an so I expected to get first bill of 26$ an I was out raged they sent a bill 100$ for 10 measley channels an all they had to do was turn on a switch an no equipment so I called an complained then for them to turn it off an they made me a deal an her bill was 26$so I left it on then ssi an food stamp office cut her food stamps an money down I called months ago an told them to turn it off cause she cant afford it anymore an they said they would well they haven't an still charging an my mom doesn't even have it hooked up I got a descrambler an an antenna an she can watch tv for free I have been calling them an my phone number is registered with them its not even my cable thay calling me harassing me I cant even call up there an talk to these people cause the computer is programed to hang up on me an also them people hang up on me please help me tell them to shut it off stop chaRGING my mom for cable she is not even hooked up to an she don't owe them any money cause I called an had it turned off its not our fault they did nothen an left it running when I told them to turn it off an my phone number is not for them to call aqn harass me for something I told them to turn off thank you may god bless u with happy blessings Product_Or_Service: 10 measley channels cable service Account_Number: *******************

Desired Settlement: DesiredSettlementID: Other (requires explanation) turn off the cable erase that bill an give me money for the stress their company has caused me by not turning the cable off when I told them 2 an their comutors an employees haging up on me they are rude have people answer the phone not comutor an employees that don't hang up on customers thank you

Business Response: Initial Business Response /* (1000, 5, 2014/03/27) */ March 27, 2014 *********** Better Business Bureau, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 RE: Customer: ***************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *****************'s complaint. Unfortunately we were unable to locate confirmation that Ms. ******** called in to cancel her mother's service (*************) however as a onetime courtesy we did bring that account to a zero balance, by crediting the account $47.84. In addition, we are also investigating Ms. ******** claim regarding the behavior of the agents she spoke with and will be addressing our findings internally. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Initial Consumer Rebuttal /* (3000, 7, 2014/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) they should have records of all calls they say they are monitored an i did call sevral times an told them to turn the cable off the first day i got a bill for a 100$ mom ************* is on a fixed income an she only got like 10 channels for basic cable their prices are out ragous an their company an emplyees are mean an they should pay me for the harassment they gave me the stess they caUSE ME i didnt see where they said they turned it off it hasnt been hooked up or even watched an has no equiment i un hooked it in her apartment an hooked up a descrabbler an a anntenna an she getts good tv for free

3/26/2014 Advertising/Sales Issues
3/18/2014 Problems with Product/Service
3/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Twice I requested an appoinment to have my equipment updated. The service man arrived, and he did not have the equipment on hand - for the second time I have old cable boxes that I would like replaced. I called TWC, and they said they would send someone to my house. When the service man arrived, he did not have the newer boxes on hand. So a few months later, when i could take the time off work again, I made another appointment to get newer equipment installed. The service man showed up for a second time - once again without the newer boxes. I expressed my concern though live chat to two TWC employees -and they told me I would have to take my equipment to the service center myself to trade it in. But this information was never given to me while making these appointments. So now I've taken two days off work, and wasted a lot of time, and now will have to take extra time to drive to a service center, drop off my old boxes and then get new boxes - if they are in stock. This process was very upsetting to me and caused me a lot of stress. I am a Veteran with PTSD and this is causing me a lot of stress. I feel a lot of anxiety to drive to a service store and don't think I am able to do so.

Desired Settlement: I am seeking replacement of the silver ********** boxes for ****** boxes. I am also requesting 2 days of pay from taking time off work which would equal $736.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ March 5, 2014 ************************* Better Business Bureau, Inc. 222 W Market St. Akron, Ohio 44303 RE: Customer: *********** Case ID: ******** Dear Ms. ***************: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***********'s complaint. Time Warner Cable would like an opportunity to resolve the dispute that has been forwarded to us by the Better Business Bureau. Time Warner Cable has attempted to contact you on several occasions at (*****) ******** in an attempt to resolve this issue; however, we have not been successful. Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, ************** Executive Response Specialist ************ ext. ************ Final Consumer Response /* (3000, 7, 2014/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please contact me by email at ********************. I am currently out of state and do not want to receive phone calls at this time. Final Business Response /* (4000, 9, 2014/03/10) */ March 10, 2014 ************************* Better Business Bureau, Inc. 222 W Market St. Akron, Ohio 44303 RE: Customer: *********** Case ID: ******** Dear Ms. ***************: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***********'s complaint. Time Warner Cable has contacted Ms. **** via email, per her request, to schedule an appointment for a technician to come out and ensure that they arrive with the requested equipment to install. Ms. **** replied to our Technical Operations Administrator, via email, that her husband has opted to exchange their equipment at one of our local Sales and Service Centers in lieu of having a technician come to their home to install the equipment. In response to Ms. ****'s requested compensation for time taken from work for her past appointments. Unfortunately, Time Warner Cable does not compensate for lost work, school or time for service issues or agreed upon technician visit appointment times, therefore, we are unable to issue any compensation for Ms. ****'s time from her employer . Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, ************** Executive Response Specialist ************ ext. ************ Consumer Response /* (3000, 15, 2014/03/14) */ We went to the service center, and they could not help us. This complaint should not be closed. Our issues has not been resolved, and we have wasted yet another day on this. Business Response /* (4000, 17, 2014/03/17) */ March 17, 2014 ************************* Better Business Bureau, Inc. 222 W Market St. Akron, Ohio 44303 RE: Customer: *********** Case ID: ******** Dear Ms. ***************: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***********'s complaint. Time Warner Cable has contacted Ms. **** via email, per her request, to schedule an appointment for a technician to come out and ensure that they arrive with the requested equipment to install. Ms. **** replied to our Technical Operations Administrator, via email, that her husband has opted to exchange their equipment at one of our local Sales and Service Centers in lieu of having a technician come to their home to install the equipment. It is our understanding that Ms. ****'s husband has attempted to exchange their equipment for the specific equipment that Ms. **** is attempting to obtain. Unfortunately, the Sales and Service Center that was visited did not have the requested equipment in stock and was unable to fulfill the request. Ms. **** has reached out again to our Technical Operations Administrator regarding her husband's visit to the Sales and Service Center and requested that we ship the equipment that she is requesting. Ms. **** was explained that we cannot guarantee that she will receive that correct equipment via our shipping method because the warehouse that would ship her equipment was not local and we cannot guarantee that she would get the specific equipment she is requesting. Our Technical Operations Administrator has attempted multiple times to set up a tech visit so that we can be certain that she receives the equipment she is requesting but each time Ms. **** has refused to allow us to set up an appointment for a technician to visit her home. At this time the only way Time Warner Cable can ensure that Ms. **** receives the equipment she is requesting is to allow a technician an opportunity to locate the equipment from our local warehouses that she is requesting and physically bring it to her home and install it. Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, ************** Executive Response Specialist *******************************

3/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was offered a *************** but in reality the device ended up being a ************, an inferior device. 3 times I was assured of the ********. I upgraded from Standart Internet to Ultimate Internet because the sales representative said if I retained the service for 60+ days, I would receive a ***************. 2 other reps also confirmed the device. After upgrading and registering, I was informed that I would receive a ************, which is an inferior device. I called Time Warner and spoke to a supervisor (this took 3 calls over 3 days), I was told that I was mistakenly told I could receive the ******** and there was nothing that could be done about it. I also was told they have had some training issues with representative giving inacurate information. As a consumer I felt they should honor the details I had been given. If they truly record their calls, they can hear them telling me repeated that the ******** was the promotional device for upgrading my internet. With no recourse, I had them refund me my money and went back to standard internet. Classic Bait & Switch!

Desired Settlement: I want others to know the dishonest practices being done by Time Warner. I don't care if it was a training issue, it is their fault.

Business Response: Initial Business Response /* (1000, 8, 2014/02/25) */ February 25, 2014 *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************* Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ************* complaint. Unfortunately the promotion Mr. ****** agreed upon provided, him with the ******************** and that could not be changed. However, due to Mr. ****** not maintaining the service for 60 days, the tablet offer has been voided out. We have completed our investigation of this matter and will be addressing our findings internally to ensure quality customer service is being provided. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Final Consumer Response /* (3000, 10, 2014/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) 3 times I was guaranteed that it was the ****** that I was signed up for. The purpose of my complaint was to get a record of this so that others may be aware of the bad customer service and/or training of the promotions. TW says there's nothing they can do. Really? Is this their 'excellence in customer service'? Final Business Response /* (4000, 15, 2014/03/13) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************* Rebuttal Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ************* complaint. Unfortunately, the call between Mr. ****** and the representative that setup the order on January 2nd 2014 is no longer capture in our system to verify what was communicated on that call. Customers that signup for our Signature Home and Signature Home Premium View service, only qualifies for the ***********************. Mr. ****** signed up for our Ultimate Internet service which qualified his for the ********************. Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

3/12/2014 Delivery Issues
3/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Late fee dispute Copy of email sent to Time Warner: I am disputing late fees charged due to Time Warner excessive payment processing time. Attachments are sheets detailing when bills were paid and mailed from bank. There is no difference in my payment pattern. There is a differance in Time Warner processing time. I would like this matter resolved. I will not discuss on the phone with a customer service agent with limited understanding of the english language reading from a list of canned responses putting the blame on the bank or the postal service. These organizations have been contacted and ruled out as the cause of the Time Warner payment processing delay. I am requesting an email or US postal response regarding this matter.

Desired Settlement: Removal of late fees

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ March 3, 2014 ************************* Better Business Bureau, Inc. 222 W Market St. Akron, Ohio 44303 RE: Customer: ************ Case ID: ******** Dear Ms. ***************: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ************'s complaint. Our finance team has reviewed Mr. *******'s account and found that Mr. *******, as stated, is using his online banking feature with his bank. His bank is creating a check for his services and mailing the payment via the US Postal Service to our payment center rather than sending it electronically causing the payments not to post to his Time Warner Cable account in a timely manner. It has been determined, through our research, that this is an issue that is arising as a result of Mr. *******'s bank mailing his payments to our payment center. Time Warner Cable has many payment options available to Mr. ******* in addition to using his online banking service that can combat this situation. We offer all of our customers the option of paying their statements over the phone through our automated phone system, which is free of charge, and normally post within 24 hours to the customer's account. We also offer "Pay Express" which is our online payment system that can be accessed by visiting http://www.timewarnercable.com and clicking on "My Account", this is also a free service for all of our customers and will also post to the customer's account within 24 hours. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, ************** Executive Response Specialist ************ ext. ********** Final Consumer Response /* (3000, 7, 2014/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in my original complaint my payment pattern has not changed. I contacted my bank, the payment was sent electronically up until January 2013 when Time Warner (information relayed to me by my bank) ceased to accept electronic payment. Starting at this time checks were sent. The checks were mailed and dated prior to the due date. Review of my records show the late fee is due to Time Warner excessive processing time of (12, 15 and 17 days) resulting in the unacceptable late fee. Prior to these (3) recent payments Time Warner average processing time was 8 days with no late fee, again with no payment pattern change from myself or my bank. I have just received a disconnect notice threatening disconnect on March 12 2014 if these late fees are not paid. I feel this is a Time Warner payment processing problem, whether unintentional or a scam to charge late fees to customers who do not look into the details of the origination of these alleged "late payment" charges. Final Business Response /* (4000, 9, 2014/03/10) */ March 10, 2014 ************************* Better Business Bureau, Inc. 222 W Market St. Akron, Ohio 44303 RE: Customer: ************ Case ID: ******** Dear Ms. ***************: Time Warner Cable ("TWC") has investigated the rebuttal to the subject complaint, and we describe below the current status of this matter regarding ************'s complaint. Our finance team has reviewed Mr. *******'s complaint of longer than acceptable payment processing time. Time Warner Cable ensures Mr. ******* that once payment is received that payment is applied to his account within 24 business hours. When sending a payment in check form via the United States Postal Service please allow 7-10 business days for it to arrive at our payment facility. Mr. *******'s normal payment due date is the 6th day of every month and a late fee is not accessed unless we have not received payment by the end of his billing cycle which is the 13th day of every month. In the cases where Mr. ******* has been charged a late fee we have received his payment after the end of the current billing cycle. This can be attributed to the time it takes for his payment to reach our payment facility via the United States Postal Service. As of March 6th all late fees have been credited to Mr. *******'s TWC account. Please allow an additional 7-10 business days when sending payments via Unites States Postal Service to ensure that Time Warner Cable receives payment prior to a late fee assessment. And please remember, Time Warner Cable has many payment options available to Mr. ******* in addition to using his online banking service that can combat this situation. We offer all of our customers the option of paying their statements over the phone through our automated phone system, which is free of charge, and normally post within 24 hours to the customer's account. We also offer "Pay Express" which is our online payment system that can be accessed by visiting http://www.timewarnercable.com and clicking on "My Account", this is also a free service for all of our customers and will also post to the customer's account within 24 hours. Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, ************** Executive Response Specialist ************ ext. **********

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold me an "Intelligent" Home Security system. Advised me that it would be $300. When they showed up they said it would be $699.97. I spent 2 hours on the phone. Cancelled current security system, ordered new service. Time Warner employee showed up and spent 25 seconds before advising that we would have to spend a "great deal" more to have the security system installed. He also advised us that 85% of all of his "Intelligent" Security systems orders go this way. This amounts to a bait and switch.

Desired Settlement: Correct advertising to reflect actual cost of services and products, better training for staff to be aware of actual costs involved, and credit off of my current Time Warner Bill for hassle

Business Response: Initial Business Response /* (1000, 5, 2014/02/20) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **************'s complaint. A review of our records indicates Mr. ******* spoke with a customer service representative on February 3, 2014. This call was reviewed by an IntelligentHome security advocate and the customer service representative's supervisor and it was determined that the customer service representative was very thorough on the call in explaining our products, services, and prices. Mr. ******* was quoted the price of the "take over" of the existing security system as well as adding two smoke detectors (including one free) which would add up to $300.00. Mr. ******* inquired if there were another way to save money and the customer service representative advised him about the regular package without the "take over." However, this package would not end up being cheaper because they would have to add in more components to make the system similar to what he previously had. Accordingly, Mr. ******* and the customer service representative agreed that the "take over" was best. In addition, Mr. ******* quoted the price several times and he agreed to the amount of $300.00 with a spread plan. This call was also reviewed by our "take over" department for further coaching if necessary. The IntelligentHome team assessment was that it may have been possible that when the technician visited Mr. *******'s residence for the "take over," Mr. *******'s existing system was not compatible to do this procedure. The technician may have then quoted Mr. ******* the Ultra package that would be equivalent to what he currently had. Our representative determined the customer service representative on the call never misled Mr. ******* or provided him with incorrect information. Mr. ******* may contact our customer service department should he have any questions. TWC regrets any inconvenience Mr. ******* may have experienced. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

3/6/2014 Advertising/Sales Issues
2/21/2014 Problems with Product/Service
2/19/2014 Advertising/Sales Issues
2/19/2014 Problems with Product/Service
2/17/2014 Billing/Collection Issues
2/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable did not charge my bank card the correct amount. They more than doubled the amount they withdrew without refunding. Time Warner Cable took out more than double the amount I authorized for payment. This transaction was made with a rep on their customer service line on Tuesday 1/7/14. My past due balance was $130.02 which is the amount I authorized payment for and that payment brought me current. They took $268.35 out of my bank account on Thursday 1/9/14. Once I noticed the debit posted to my account I called Time Warner immediately to get this handled. I was hung up on my the first customer service rep I spoke with and I was not disconnected! So I drove to their location on *********** to get this straightened out on 1/9/14, the ssame day. The service rep there spoke with the manager after I demanded a partial refund. Since my account was current, they agreed to give me a refund of $138.33 and told me I would have it credited to my bank account in only 2 business days because they "expedited" my claim to have the credit processed faster. It is now 1/17/14 and I still have not been credited anything. This unauthorized amount overdrew my checking account and caused (1) $36.00 nsf fee putting me deeper in the whole. It also left me with no money to feed my (2) children!!!

Desired Settlement: I would like to be credited the $138.33 I was promised and re-imbursed for the $36 nsf fee I was charged by *** Bank.

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ *********** Better Business Bureau, Inc. ****************************** ************************* RE: Customer: **************** Case ID: #********* Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **********'s complaint. Ms. ****** spoke with our Banking Services Department on January 28th 2014 and her issue has been addressed and resolved. For the inconvenience Ms. ****** has been placed into a 12 month promotion taking her monthly rate from $124.05 to $74.52. After the promotion has come to an end her monthly rate will go back to the standard retail rate. Time Warner Cable apologizes to Ms. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

2/13/2014 Delivery Issues
2/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I inquired to sign up for their services I was eligible for a $100 gift card and the post card would be sent to me in two weeks stated the person On 12/19/13 I signed up for the package as advetised on Time warners web page which stated A $100 gift card was also included. When a talked to the person taking the info they also made the same statement and said a post card would follow in a week with the redemtion code, the installer also said the same thing. Now after three phone calls and a lie that the 2nd tier person put in the report that they talked to me. The lady says I'm not eligble!!

Desired Settlement: My $100 gift card as stated on the web page and told to by the people on initial contact.

Business Response: Initial Business Response /* (1000, 5, 2014/02/08) */ We were able to speak with Mr. ***** today 2/8/14 about his concerns with his offer. We explained that the service he has did not meet the qualifications for the gift card offer. We were not able to verify any information from the website, as this offer is no longer available. As a courtesy for any misunderstandings we did apply a promotional discount to Mr. *****'s services lowering the price by $10 per month. Mr. ***** was satisfied with this resolution. Final Consumer Response /* (2000, 8, 2014/02/10) */ Please close the case as of 2/8/2014

2/10/2014 Advertising/Sales Issues
2/3/2014 Delivery Issues
1/29/2014 Problems with Product/Service
1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I UPGRADED MY SERVICE WITH TIME WARNER TO GET A *************** I UPGRADED MY INTERNET AND SWITCHED MY PHONE SERVICE I WAS IN THE ********* OFFICE WHILE DOING THIS TO MAKE SURE THAT I WAS CHOOSING THE RIGHT PACKAGE TO RECEIVE THE THE TABLET. I WAITED THE TWO WEEKS AND CALLED AFTER NOT REVIVING MY CODE, THEY SAID THAT THEY WOULD HAVE SOMEONE CALL ME, I WAITED ALL DAY AND NO ON CALLED, I CALLED AGAIN THE NEXT DAY, THEY AGAIN TOLD ME I HAD THE RIGHT PACKAGE AND TO CALL BACK IN ANOTHER WEEK IF I STILL DIDN'T GET MY CARD, I CALLED BACK AND THEY SAID THAT I HAD THE RIGHT PACKAGE GAVE ME A NUMBER TO CALL WHICH TURNED OUT TO BE TO THE ************ , AND THEY SAID THEY HAD NO CONTROL OVER ANYTHING BUT THE CARDS. SO I CALLED THE REDEMPTION CENTER, THEY TOLD ME THEY HAD NO REGISTRATION ON FILE OF MY CLAIM SO I CALLED TIME WARNER BACK AGAIN, THIS TIME THE OPERATOR PROCEEDED TO TELL ME I WAS NOT ELIGIBLE FOR THE TABLET BECAUSE I DIDN'T GET THE RIGHT SPEED OF INTERNET, I ASKED EVEN THOUGH I WAS IN YOUR OFFICE, AND THEY SIGNED ME UP AND THREE OTHER PEOPLE DOCUMENTED IN THE COMPUTER I WAS YOU ARE NOW TELLING ME AFTER CANCELING MY OTHER PHONE SERVICE UPGRADING MY SERVICE WITH TIME WARNER UPPING MY BILL TO PAY MORE MONTHLY THERE IS NOTHING YOU CAN DO? THEY SAID NO. I ASKED TO TALK TO A SUPERVISOR, SHE ASKED ME TO HOLD ON, AFTER ABOUT A 7 MINUTE WAIT SHE SAID HE COULD NOT COME TO THE PHONE AN ASKED IF HE COULD CALL ME BACK WITH IN 24 HOURS.

Desired Settlement: I WANT MY **************** OR SOMTHING COMPERABLE AS I WAS TOLD THAT I WAS IN THE RIGHT PACKAGE FROM THE BEGING IT WAS NOT MY FAULT THAT THERE PEOPLE THE SEVERAL THAT I TALKED TO OVER THE LAST 3 WEEKS WERE WRONG.

Business Response: Initial Business Response /* (1000, 9, 2014/01/13) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: **************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****************'s complaint. At this time, Mr. ********* has been added to our Exception List to receive a ******************. Mr. ********* needs to remain current and maintain the services for 60 days from his install date after that the customer should allow 4-6 weeks for processing and shipping. Time Warner Cable apologizes to Mr. ********* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

1/24/2014 Problems with Product/Service
1/23/2014 Advertising/Sales Issues
1/14/2014 Problems with Product/Service
1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed up for cable service on Oct. 6, 2013, Promised a $200 gift card in 90 days. not received yet Contact them numerous times by phone & email. I have been promised a $ 200.00 gift card in 90 days since June 6, 2013 when I signed up for service I called in August and was told I had to have a registration code which I got at that time. I was then promised that I would receive the gift card in 6 weeks. in October I called again and was told That the cards were issued by a third party and was no way to contact them. I called the beginning of November and your Time Warner said they would trace it. They gave me a tracing Ticket number.... # ******** and said they would contact me in 48 hours After a week, I called back and was told they would trace it again and get back to me in 72 hours.. It has now been week and NO CALL!!!!!! I wrote them twice by email and got an apology once the first time but no answer the second time.

Desired Settlement: I would like my $ 200.00 gift card NOW!!! as promised by contract.

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ December 20, 2013 *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ******************* Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ********* 's complaint. Mr. ********* gif card was shipped out last week via bulk mail in an unmarked envelope. He should have it any day now with consideration of the holiday mail delays. Time Warner Cable apologized to Mr. ********* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Final Consumer Response /* (2000, 11, 2014/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Time Warner finally sent me my promised gift card but only after my continuous calling and reporting to the better business bureau. I feel they were irresponsible and difficult to deal with. They took six months to respond after an initial promise of ninety days to respond. Final Business Response /* (4000, 9, 2014/01/07) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ******* ********* Rebuttal Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ********* 's complaint. Mr. ********* was placed on our exception list late which delayed him from receiving his gift card in a timely manner. The gift card was shipped out and Mr. ********* should have received it at this time. Again, Time Warner Cable apologized to Mr. ********* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable

1/9/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Moved, transferred service to new address. Not prorated on old address. Also, closed account due to fraud. too late to stop auto payment. made payment on July 17, 2013 I transferred from acct. #********* to acct. #********* as I moved. They should have credited the bill on the old acct. to reflect the days service was not in use. Bill was for Account Number: *********,Services Period: 09/13/2013 - 10/12/2013, Amount Due: $138.75,Due Date: 10/03/2013. Credit should be given from 9/17/2013 through 10/12/2013. On line I saw a payment due so, *****************, Thank you for making a payment. We are processing your bank account payment for account ********* in the amount of $28.97. I then saw another payment due so, *****************, Thank you for making a payment. We are processing your bank account payment for account ********* in the amount of $148.82. All payments were made on time as I had auto pay. On Nov, 25 the bank and I closed my account to fraudulent activity. I could not stop the auto pay from coming out and it was rejected on Dec. 4th. So to make that payment I went ahead and paid another $152.71 so I wouldn't be late. After countless phone calls, hours and hours of talking to people all over the world, they say I owe $261.90, in which 152.71 is due immediately. First I was told money was due on old account. Then I was told it was due to returned check. then I was told it was due to not paying the 9/17/2013 - 10-13-2013 amount due. I know in my heart there is something wrong and no one will correct this. I am on a fixed income and cannot pay extra fees for no reason. Where is my money going? Then I was told that TWC Rep did not actually do a transfer and that is the problem but I still owe this money. Here is my payment history. 12/10/2013 Applied 152.71 12/04/2013 Applied 152.71 (this one was returned) 11/04/2013 Applied 152.33 10/09/2013 Applied 148.82 10/03/2013 Applied 28.97 Please help me, my heart cannot take all this stress. Sincerely, ********************

Desired Settlement: I want my bill corrected and reflect the actual amount I owe. Nothing more, nothing less. I worked very hard all my life to have good credit and I refuse to let ignorance or an incompetent company to ruin my credit. Thank you.

Business Response: Initial Business Response /* (1000, 10, 2014/01/08) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ***************** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *****************'s complaint. At this time, Ms. ***********'s account has been corrected. Ms. *********** account reflects a zero balance and is currently disconnected per her request. Ms. *********** was made aware that she would be charged for the equipment until it is returned. Time Warner Cable apologized to Ms. *********** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Final Consumer Response /* (2000, 12, 2014/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is a shame that I had to go to the BBB to have my situation resolved. Yes, they indeed do see the problem and corrected it. I did not owe what they were trying to collect. However, I have taken my business to a new provider of services. I will not work with a company that brings it's customers to tears of frustration by not immediately seeing the issue and correcting it. Nor will I work with a company that transfers me all over the world in weeks of weeks trying to correct this situation with no resolve. Thank you BBB for helping correct this situation.

1/6/2014 Advertising/Sales Issues
1/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner has failed to provide me with working high speed internet. I have had continuous connectivity issues, and the issue has not been resolved. On Sat Nov 16 I had a service appointment. The technician not only failed to resolve the issue, he made it worse. My high speed internet not only still has connectivity issues but it is also running extremely slow and my cable was disconnected. It took 18 min 48 sec to down load a program. I spent several hours on the phone attempting to resolve this issue on Sat Nov 16 and Sunday Nov 17. I spoke to ******, *******, ******, ******, *********, *******, ******, *****, and ****. I was finally able to work out a resolution with **** the supervisor in Customer service. We agreed that an appointment for the internet repair would stand for Weds November 20, 2013 from 6-7 PM, I was advised by ********* that a supervisor or team lead should handle the appt due to this is an ongoing, unresolved issues. **** confirmed this appointment would go forward and set up an appointment for Sunday Nov 24th. i stayed home this evening waiting for someone to come fix my service, no one came. At 7:04 PM ****** agent # **** "tech dispatch" called to tell me no one was coming for my appt. She "cannot get a supervisor to my appt at this time of night". She was rude and hung up on me. ****** stated that there was nothing wrong with my internet and apparently ****** # **** took it upon herself to cancel my appt and schedule a bogus appt for tomorrow, unacceptable!!I called back 3 time before I was able to get assistance. It is problem after problem. 3rd call I spoke with ***** who has rescheduled my appt for Sunday to coincide with my cable appt. After 2 failed attempts to load the TWC page we did a "speed test" my internet with "turbo boost" is downloading at 1.22 MBPs and uploading 2.23 MPS. This is ridiculous. Constant issues and poor customer service has left me feeling ripped off. I shouldn't have to have multiple appts and calls for the same issue Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to have my acct credited for my wasted time, and service issues. I would like Time Warner to honor their commitment to quality service and have my internet issues repaired and working properly. I would like this to happen during the scheduled appointment No more app. I would like the call that I had from ****** # **** today at 7:04 PM (Nov 20) pulled and listened to by management. Upon listening to this call evaluate if this was quality service and determine the proper action

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ December 5, 2013 *********** Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: *************** Case ID: # ******** Dear Mr. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***************'s complaint. A TWC Technical Supervisor has attempted to contact *************** several times regarding her service issues. If Ms. ********** still desires assistance with her concern she would need to contact the Technical Supervisor. In addition, TWC is investigating the claims regarding the representative she spoke with and we will address our findings internally. Time Warne Cable apologizes to Ms. ********** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Consumer Response /* (3000, 12, 2013/12/19) */ I have attempted to return the call from Time Warner several times, however with no name of the caller I have been unable to make contact with the caller. They provided ************ when I called this number I was advised it was not a Time Warner contact. When I called back ************ it requests an extension, I have not been provided a name or extension for the contact. It routes me to main number and I get no where. I still have connectivity issues and it appears Time Warner is happy to collect my payment but not correct the issue. I am only able to return a call after traditional business hours due to my work and school schedule. I have spent too much time attempting to work with a company that does not value my business or care to resolve the problems with their service. :( Business Response /* (4000, 14, 2013/12/23) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *************** Rebuttal Case ID: # ******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***************'s complaint. Again, a TWC Technical Supervisor has attempted to contact ***************. This time the Technical Supervisor left Ms. ********** four contact numbers in effort to address her concerns. In addition, the Technical Supervisor emailed Ms. ********** as well on the ******************** email address. The email provided the customer with the four contact numbers as well. If Ms. ********** still desires assistance with her concern, she would need to contact the Technical Supervisors on any one of the four numbers provided. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was enticed with free tablet to switch to TWC, but no one is capable of fulfilling. I was offered a free ************** tablet if I signed up with Time Warner Cable. I was told I would receive the fulfillment package in the mail in the next week. Two weeks later I had received nothing and called to follow up. That person acknowledged that something was not right in the system and it was being escalated. Two weeks later, still nothing. Called again. That person saw the escalation in the system, but confirmed it had not resulted in any action. I then talked to a supervisor who told me I needed to call an outside fulfillment company and that there were in fact many hoops I would need to jump through to complete the offer. None of this was disclosed when I was offered this enticement. This element of the experience compounds the multiple customer service issues I have had since signing up with Time Warner Cable.

Desired Settlement: I simple want what was promised to me in the first place, the ************** Tab, and I do not want to waste my time on the phone trying to make this happen. The level of incompetency I've encountered with Time Warner Cable - either the protocols or the people - is astounding. For that, I would like an apology.

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ********** Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *********'s complaint. At this time, Mr. **** has been placed onto our exception list to receive a ******* Tablet as quoted. However, Mr. **** have to meet all Qualifications and Eligibility Requirements which consist of the account remaining active and in good standing for a minimum of 60 days. At that time, the customer will receive ******* Tablet with approximately 4-6 weeks after the 60 days period. Full terms and conditions of the ******* Tablet promotion are available at the twc.com/betterreward.com Time Warner Cable apologized to Mr. **** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Final Consumer Response /* (2000, 7, 2013/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) If Time Warner follows through as described, I accept this response.

12/23/2013 Advertising/Sales Issues
12/17/2013 Advertising/Sales Issues
12/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The technician failed to install all products on his work order. The technician failed to install all products on his work order, when we noticed the job was not completed we asked the technician to not leave until we showed him the work order we received. When we went out to show him our contracted work order he was gone. We called Time Warner and they verified our work order we had was the correct one and that the technician should have never left. They told us they were sending another technician out to finish the job right away (11/26). They never showed up. We then called our representative and never got a response back. The next morning (11/27) we called and they told us they would have someone out right away. After waiting for several hours a technician still has not shown up. When we called Time Warner again they said they did not see an open order. We have our inspection to get our Certificate of Occupancy at 1 pm on 11/27 and cannot pass this inspection without Time Warner's installation completed. Time Warner was well aware of our deadline and has failed to meet this.

Desired Settlement: This issue has caused a HUGE inconvenience for three other companies scheduled behind Time Warner to finish their jobs. We now have three companies waiting at the job site to complete their portion of the job so we can pass our inspection to get our Certificate of Occupancy. This is costing us A LOT of money having these companies sit at our job site waiting for Time Warner to show up. We feel the employees responsible for this mishap should be punished and we should get compensated for all the issues Time Warner has created.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: ************ Case ID: #******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ************ complaint. A Business Class Representative reviewed this customer's concern and it was determined the installation was not performed entirely nor was it performed professionally. The technician's supervisor has been made aware of the technician's actions and we have agreed to adjust all installation charges. Ms. ***** has the rep's contact information if should assistances is needed in the future. Time Warner Cable apologizes to Ms. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. Sincerely, Time Warner Cable Final Consumer Response /* (2000, 7, 2013/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/6/2013 Advertising/Sales Issues
12/6/2013 Advertising/Sales Issues
11/26/2013 Delivery Issues
11/25/2013 Problems with Product/Service
11/11/2013 Advertising/Sales Issues
11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: customer service stinks!! Our on demand hardly ever works. I called to set up appt. and a tech was supposed to show up Saturday at 5. Of course no one showed up. So I get a phone call from time warner stating that I had an appt 10-8 at 10am. First off, the tech was to be here last Sat. at 5pm. I never made the appt. They want their money, but they don't have to make their service work. I think they should refund me a little off my bill since I'm constintly on the phone with them. Now this isn't for the office in canton..I called the toll number.

Desired Settlement: they should take a little off my bill for all the crap they did wrong

Business Response: Initial Business Response /* (1000, 8, 2013/10/28) */ October 28, 2013 *********** Better Business Bureau, Inc. ***************************** ************************ RE: Customer: *********** Case ID: # ******** Dear Ms. *****: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***********'s complaint. On Demand is a feature of digital cable that allows customers to pick from a broad selection of programs and then watch those programs at their convenience. At this time the Ms. *****'s On-Demand feature is up and working. The On-Demand feature is at no extra charged to the customer, unless the customer chooses to view a program/movie with a cost associated to it. The customer's account has been credited $20 for the inconvenience and another $20 for the first missed tech appointment. Time Warner Cable apologized to Ms. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

11/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: TW raised my bill by $2.04 per month in August. In September I received a bill dated 9/21/13 that raised my bill another $15.00 per month. My new service not including tax is $133.97 per month. On 9/27/13 I received a letter stating that as of 9/19/13 my current package price will expire and the new package price will be $125.82 per month. It said I did not have to do anything to get this price but my bill was processed 2 days at a higher price. I called TW and was told that they did not know anything about this letter and my monthly amount was $133.97. One year ago I got online and signed up for their TV/Internet/Phone package and was offered a $100 gift card and Showtime/Cinemax/HBO for 3 months free. They had no problem processing my order for the paid services but they told me that they could not provide the free service or gift card because that website was their third party advertiser and sometimes they offer things that aren't true. Product_Or_Service: Cable TV and Internet Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a refund for the service increase I was charged and I want my monthly bill to reflect the amount shown in the letter. More importantly I want this documented so that their deceptive advertising practices are made known. I'm sure I'm not the first person to have this issue.

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ *********** Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: ********* Case ID: # ******** Dear Mr. *****: Please accept our sincere apologies for your recent experience with Time Warner Cable. We would like an opportunity to resolve the dispute that has been forwarded to us. We have attempted to contact you on numerous occasions on the ************* number in effort to resolve your concern. However, we have not been successful. If you still desire assistance with your concern please contact ************* at ************* ext. **********. Please be assured our highly trained team of associates always has the best of intentions when serving our customers. Unfortunately, from time to time, our intentions fall short of your expectations. When that happens, we want to correct the problem and make sure it does not happen again. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable. At this time we do consider the matter closed. Sincerely, Time Warner Cable Final Consumer Response /* (2000, 11, 2013/11/06) */ Time Warner has responded and provided an acceptable resolution to these problems.

11/5/2013 Delivery Issues
10/31/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered time warner internet services installation online and I was charged $56.93 immediately on my credit card. Within the next hour I decided to go with **********. So called the time warner phone # to cancel my order. I ran into following issues. 1) I had to call 4 different phone numbers before I could cancel my service. They were rude and would hang up even when I was trying to ask them which number should i call to cancel my order. 2) Finally was able to talk to someone after being transferred 3 times. 3) Order was successfully cancelled on Oct. 2nd same day I ordered. Today is Oct. 11 and I still dont see that Time warner has refunded the money for my cancelled order. I tried calling the phone number # ************ listed on my credit card bill multiple times today and no response from them. Time warner was very quick to charge my credit card, but no followup/refund from them after my order was successfully cancelled. It took me a 4 different phone calls to cancel my order. They have been rude when I was trying to call to cancel my order. Since I have cancelled my order, I receive a marketing call from them every day on why I cancelled my order and that I should order it again, but no followups on my refund. I am really disappointed with this company and their customer service. My refund is still pending and I am not sure whether or not they will refund my money. Product_Or_Service: Internet Services Order_Number: ***********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund of my money and explanation on why this happened. Thanks

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ We have made multiple attempts to reach Mr. ***** at ************* and have been unsuccessful. We have researched the account and completed a refund for the $56.93 on 10/17/13. Time Warner Cable considers this matter resolved. Final Consumer Response /* (2000, 7, 2013/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, Time warner did refund the money, but its not true that they tried to reach me to explain about what was the issue. Thanks a lot to BBB for helping me getting a refund from Time warner.

10/28/2013 Delivery Issues
10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cable TV and Internet service is unreliable. Cable TV programs often freeze or skip. Rented movies and pre-recorded shows do the same. Internet goes out almost daily. Wind and Rain magnify the problems. Modem will constantly try to reboot. I believe my area is either overloaded with customers or a line somewhere leading to my house has a crack that is disturbing signal strength or most likely both. I believe this because during prime internet times I have difficulty navigating around the internet and during adverse weather conditions specifically rain, fog and wind my internet is very unreliable.

Desired Settlement: I would simply like Time Warner to honor their end of the contract and provide reliable TV and Internet. I have asked for an assessment of the lines in my area leading to my house. I have had all components inside my house check by one of their technicians and everything checked out fine. Time Warner customer service continues to insist that I be home so a technician can come in my house. They will not send a technician to trouble shoot the area around my neighborhood. I will not continue to make arrangements to miss work when I know this problem is outside my house. It is weather related and not inside my house. I would just like an assessment with written finding so I know someone made an effort to please their customer. An assessment on a rainy day would be preferred.

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ******'s complaint. Time Warner Cable has replace the main cable line from outside the customer's home on October 11th 2013. This should repair and correct any problem Mr. ****** was experiencing with services. Time Warner Cable apologizes to Mr. ****** for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Final Consumer Response /* (2000, 7, 2013/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Set up a new account and confirmed appt time with no show or call to reschedule appt. On Friday oct 11 I called and set up a new account w twc as direct tv and AT&T were not able to be accessed in my area. Spoke with rep and adv appt time for wed 16 from 8-12 for both cable and Internet services to be hooked up. On tues the 15 I was given a call to confirm this appt. I personally answered the call and confirmed time and services to be rendered. On wed the 16 th at 1202 I called and advised a technician had not called or showed up for the install. I was first told there was no appointment scheduled and then that a technician was never assigned. I was told a new appt would be rescheduled for a later date. I then escalated to a manger who adv the same information. I requested escalate to their manager. I then spoke with ***** badge #***** who adv that he contacted dispatch to get an appt forced for the date I was promised. He advised that I would be getting a call within 2 hours advising of my new installation time. This was at 1230 est time. It is 2:07 pm currently and I still have not received a call advising when someone will come install my cable and Internet. Besides having waited from Friday to wed to have the appt scheduled ( which att offered me a 2 day waiting window for installation of new service) now I have been waiting the whole day for an appt which I was promised 5 days prior. Att and direct tv were my first choice as a provider and unfortunately I am unable to have their services due to availability. They offered a better savings of same services plus addl DVR and 3 mos free of NFL ticket HBO Showtime and other premiere channels. Time warner was unwilling to upgrade my package to compete with other providers as they know there is not another provider I can choose from in the area. Unfortunately, I haven't even received service thus far from TWC and what I have received is disappointing and unacceptable. It is now 2:19 and in one minute it will have been exactly 2 hours from the time I was promised for the second time that I would receive a call to confirm the appointment for today. Integrity. That's doing something when you say you're going to.

Desired Settlement: I would like an appointment set immediately to have the Internet and cable hooked up. Also, I would to have TWC honor the price and package that AT&T/ direct tv was offering to me for 79.99 per month. I would also like to have any installation fees waived.

Business Response: Final Consumer Response /* (2000, 6, 2013/10/21) */ As of yesterday I did get my Internet and cable installed from 5-6 pm. The installers were very kind and the person who handled my escalation was very apologetic. They were unable to reduce my monthly payment or add on additional channels at no cost.

10/21/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I recieved a bill for August and it had increased $20. I was told there was a promotion that would give me HBO and DVR for $15 cheaper. All the time I had no phone service and minimal signal for internet. I was told I would also be getting a faster internet. I had no phone and no internet. I spoke with a women in Canton who was very helpful and sent a signal to phone and internet but I still did not get any service. I had to wait almost a week to get someone out to check things out. (I had previously had someone out to move the cable in my family room the previous week, wouldn't they know I had no signal?) Well I had a gentleman come out a week ago Friday and he found I had almost no signal and needed to replace the cable. He was on time, in and out and did a great job and was very polite. I have since had phone and cable service.I have now recieved a bill for 358.43. I called today and waited 20 minutes to be told I needed an upper level person. Well, instead of connecting me directly they put me in line where I again waited forever only to be told they would transfer me but they might not be open. Wouldn't they know????? so I sat on a dead phone. I am a nurse in an intensive care area and don't have time to be put through that nonsense. I called back and waited another half hour only to be told I needed to call back tomorrow. Really? as usual poor service. I understand WOW will soon be available and I will be thinking long and hard about changing. It will be a hassel but so is this nonsense. I will not pay so much money when I am hardly ever home. I am in grad school an need my internet. If I need to go elsewhere I will.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to be contacted in an efficient manner and not be sent to multiple people. I would like the deal that was described to me with compensation an seen fit. thank you!

Business Response: Initial Business Response /* (1000, 8, 2013/10/09) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** *******'s complaint. A Time Warner Cable representative made contact with Ms. ******* regarding her billing concern. The customer was placed into a 12 month promotion at monthly rate of $95.38 and at this time, the customer's has a current balance of $95.38 as well. Once the promotion has come to an end, the monthly rate will go back to the standard retail price. Time Warner Cable apologizes to Ms. ******* for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

10/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My bill was past due and service was disconnected. Company has failed to reconnect service as required. My bill was past due and my cable service was disconnected 09/20/2013. Payment in full of the balance owed was made the same day. Company advised me that service would be reconnected Saturday 09/21/2013 and it was not. I contacted company again Saturday 09/21/2013 and was told service would be reconnected Sunday 09/22/2013. Again, no techinician came to reconnect the service. I contacted the company again 09/22/2013 and was told that services were reconnected at 10:25 AM that day however, I still had no service. Over the course of the last 6 days, I have contacted this company over a dozen times, I've been told a supervisor would return my call and that has not happened. I spoke to a supervior and his manager on 09/24/2013 and my service is STILL not connected. I have been told on 3 occasions that a technician would be at my home to reconnect my service and that has yet to happen. Today, 09/25/2013 I am being told a technician will be at my home between 3:00PM and 4:00PM. I am skeptical. I demand satisfaction. Yes, I was late on my bill however, it should not take over a dozen phone calls and 6 days to get reconnected.

Desired Settlement: My services needs to be reconnected ASAP!!! An additional adjustment to my monthly bill needs to be made because my husband is taking off time from work today to be home for the supposed "reconnection". The company has already given me an adjustment of $75 however, I feel that more an additional discount needs to be applied to our monthly bill. Being that I am 6 weeks pregnant, the stress and frustration of this entire encounter has clearly made a very negative impact on me and therefore can affect my unborn child. I am disgusted.

Business Response: Initial Business Response /* (1000, 5, 2013/10/02) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ****'s complaint. Ms. **** services were reconnected on September 25th 2013. For the inconvenience the customer was also placed into a 12 month promotion taking her monthly rate from $164.10 to $128.71. After the promotion has come to an end the monthly rate will go back to the standard retail price. Time Warner Cable apologizes to Ms. **** for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Final Consumer Response /* (3000, 7, 2013/10/04) */ Thank you so much for forwarding me the response you received. Unfortunately, the matter is not resolved and not all of the services have been reconnected. While my cable and internet are currently working, my home telephone is still not connected and I have been without home telephone service since 09/20/2013. While Time Warner has discounted my rate and apologized to me, I have not had working telephone service in my home for a total of 14 days. I find this completely unacceptable. Final Business Response /* (4000, 9, 2013/10/08) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ****'s complaint. Rebuttal: At this time Ms. **** Home Phone service is up and working. Her account was credited $39.95 which covers one month of service for her phone service not working properly. In addition, her package promotion was re-bundled to add the phone service taking her monthly for the next 12 months to $135.50 which is a saving $28.60 from what she was paying in the pass which was $164.10. 1st Reply: Ms. **** services were reconnected on September 25th 2013. For the inconvenience the customer was also placed into a 12 month promotion taking her monthly rate from $164.10 to $128.71. After the promotion has come to an end the monthly rate will go back to the standard retail price. Time Warner Cable apologizes to Ms. **** for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

10/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: TWC overcharged me and owes me $126.10. Keep telling me to wait for payment, it has been 8 weeks. On 8/26/13 TWC overcharged me by $126.10. I returned all my equipment and canceled service on Aug. 16th. I was billed by time warner on 8/26/13. I then had to call to get them to admit they overcharged me. When they did they sent me a bill for -$126.10. I was told a check would be on its way and to me in 2 weeks. When that didn't happen I called and was told I had to wait 4-6 weeks. I waited 6 weeks, and called again. they said they finally processed my payment on 10/1/13. I was told I would get the check in a week. When I didn't I called again and was told my situation would be "escalated" and someone would call me in 24 hours. When that didn't happen I called again and was given the ticket number 15741683, and told that someone would contact me and process a re-payment via a credit card by Monday 10/14/13 as the "escalation" was started but not finished. When that didn't happen I called today, and was told that the last two conversations didn't mean anything and to wait another 4-6 weeks. They stole my money and refuse to pay me back and are playing this run around game to get me to give up. PLEASE HELP ME! I can gladly send a copy of my bill if needed that shows they owe me money.

Desired Settlement: $126.10 just the money they owe me, that is all I want.

Business Response: Final Consumer Response /* (2000, 6, 2013/10/16) */ I just received a check finally. THANK YOU SO MUCH for your help!

10/14/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I had an outstanding balance of 943.00. I turned in some equipment, and should have gotten a refund. I did not. I paid my entire balance and turned in equipment, they told me Iwould get a refund in 4 to six weeks. I called about refund, they claim they have no record of me turning in equipment. I have spoken to this company repeatedly about this account and even went in and spoke to representatives about this account. EVERY TIME I WAS REASSURED, FOUR TO SIX WEEKS I WOULD RECEIVE MY MONEY....STILL NO REFUND.

Desired Settlement: 250.00 refund immediately.

Business Response: Initial Business Response /* (1000, 5, 2013/10/02) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ******'s complaint. Time Warner Cable has researched the payments and past balance Ms. ****** had on her former account with us. At the time of disconnection Ms. ****** owed a balance of $349.28. Ms. ****** still had possession of Time Warner Cable equipment which was added to the balance at $250 for each cable converter not returned and $100 for a phone modem not returned. Ms. ****** had two cable converters and one phone modem for a total in equipment charges of $600.00. The $600 coupled with the $349.28 had the balance owed to Time Warner Cable total $949.28. Ms. ****** returned the two cable converters in August of 2013 as well as made a payment totaling 949.28. Since Ms. ****** returned the two cable converters which total $500 we owe her a refund of $500 at this time. We have requested from our corporate office to expedite the refund. Ms. ****** should expect her refund in the next 10-14 business days. Time Warner Cable apologizes to Ms. ****** for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

10/14/2013 Delivery Issues | Read Complaint Details
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Complaint: Time Warner Cable has informed me that they will not cancel my service. I am not in contract, just don't know a pin number. This complaint is with Time Warner, not any specific location. I have been informed that Time Warner Cable will continue to provide me with service after i have requested cancellation and informed them I do not authorize any more charges to my account. They say that I must provide them with a 4 digit pin number that was set up at the start of the account (about 5 years ago. I have informed them I no longer know this number as it has been unused. Conveniently there is no way to change or reset the pin. I have called to cancel, logged into my account online to cancel, and used the online live chat support to cancel. All attempts at terminating my service have resulted in them informing me that they can not terminate my service unless i provide them with a magic pin number that I don't even recall creating. In addition they have told me I have the option to go to a store in person with my ID to cancel The store is conveniently only open 9-5 Monday - Friday, the same hours the fast majority of people, including myself, are at work unable to gallivant around town to meet the cruel and unusual demands of a corporate giant's last resort at not losing a customer. I am attempting to set my service up to terminate on October 4th when the service is no longer needed. I expected this to be a simple task but have spend hours on it only to be informed the polices in place prevent them from canceling my service, however every time Warner employee I have talked to has been more then happy to spend 15 min offering me better deals so I don't leave.

Desired Settlement: As a result from this complaint I would like my account set for termination on October 4th and an explanation on why I can increase my bill from $55 a month to $385 a month by selecting additional services online but I can not cancel without a pin number to prove my identity. who is this pin protecting? because as a customer I would want increasing my services to have more strict security features then removing services.

Business Response: Initial Business Response /* (1000, 5, 2013/10/01) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ****** ****** complaint. Time Warner Cable has scheduled per Mr. *****'s request a disconnection of service on October 4th, 2013. An empty box with a pre-paid return label has been shipped to Mr. *****'s residence to return the Time Warner Cable modem. Due to misinformation provided to Mr. *****'s when inquiring about the disconnection we have waived the remaining balance on Mr. *****'s account. Once the disconnection occurs and the equipment is returned the balance will be $0 on Mr. *****'s account with Time Warner Cable. Time Warner Cable apologizes to Mr. ****** for any inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

10/7/2013 Delivery Issues
9/30/2013 Delivery Issues
9/23/2013 Problems with Product/Service
9/23/2013 Delivery Issues
9/20/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: My transfer of service was supposed to take place on 8-19-13, and has not happened. I have been given the run around for a week. Horrible service. I scheduled a transfer of service to a new residence on 8-19-13. When the tech came he informed me that the existing line does not have a signal and that there was nothing he could do, and that a new line would have to be drilled by a crew. The tech was nice and tried to do everything he could in his power. He scheduled another appointment for 8-21-13, and he told the customer service agent on the phone that a crew who is able to drill a new line would have to come out. On Wednesday the 21st, another tech came out who was not able to drill and he told us what the first tech told us, that he was not able to turn on service unless the new line was drilled in. The 2nd tech called customer service, told them what the first tech told them about a new line needed to be drilled in, and the 2nd tech apologized repeatedly. He said another appointment has been set up for 8-22-13. He also told me that a supervisor will call me within a 24 hour time period & gave me a credit of the $20 transfer fee. No one came out and no one called, so I called back into customer service. The customer service agent then said that there was no appointment in the system, no fee had been reversed, and once again said a supervisor would give me a call. I received a voice mail from a supervisor named ****** ******* (approximate last name), he said a crew will be out to the new residence on Saturday (did not give a time), & that on Sunday between 2pm-3pm a technician will be out to turn on the service. No crew came out on Saturday & when the 3rd tech came on 8-25-13, he repeated what the other 2 technicians said, that he wouldn't be able turn on our internet service unless a new line was drilled. This tech like the other two techs that came out, tried to do all he could do in his power to help. I called into customer service again while the 3rd tech was there, and the customer service agent told me that the supervisor was probably just telling anything to get me off the phone and that a crew will not be available for 10-20 days. This agent offered me a $40 credit on my bill, but no solutions. I am very frustrated and upset because I needed internet service before school started today, and I have been given the run around by agents and supervisors. I cannot wait 10-20 more days for internet service, I needed last Monday on the 19th. This experience with Time Warner has been an eye opener and shows me that this company cares nothing for customers, and has no idea of what great customer service means. I am seriously thinking about changing service providers.

Desired Settlement: I want the service I requested and was promised. I want an apology for the hassle, stress and frustration that I was put through this past week.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/06) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ********'s complaint. Mr. ******** was installed with Internet service on August 29th 2013. Time Warner Cable apologizes to Mr. ******** for the inconvenience this situation may have caused.The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

9/10/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Bank account debited for $261 July 3rd. Account had a credit balance July 3rd. Despite calls to Time Warner refund has not been made. Upon receipt of the 7/1/13 statement, we contacted Time Warner and spoke with ********. She said refund would take 4-6 weeks to arrive by mail. We stated that was not acceptable because it was withdrawn from our account by Time Warner it should be replaced by the same method immediately. She told us that she would expedite it and someone would call in 24-48 hours to tell us the status of the expedite. No one called. Second call to Time Warner 7/30/13. Requested a Supervisor and was connected to ******* who we later discovered is not a supervisor. He was not nice, professional or helpful. He said we would have to wait 2-3 weeks for a check to be issued. We explained everything as we did to ******** and he just basically didn't appear to care. Third call was made today (8/15/13) and we spoke with ******. She and her Supervisor attempted to find out what is going on, but the Finance department was closed and they couldn't find out anything. It should be noted that ******** was nice, but somewhere the ball was dropped so no one called us back. ****** was very nice and spent quite some time trying to help. Unfortunately, we are out $261 and have been for six weeks. The customer service has been a horrendous ordeal with no results. Time Warner withdrew our money from our bank account but cannot seem to figure out how to give it back. We were told by customer service that an error was made at Time Warner in deducting the money from our account. There are many choices for services provided by Time Warner Cable and as a customer, we expect to be treated with respect. We also expect Time Warner to be as timely in refunding money as they are in collecting it.

Desired Settlement: We would like a written apology. We would like an immediate wire transfer into our bank account for the $261.00. We would like an explanation as to why our account was ever debited when there was a credit balance the day of the payment withdrawal. We would like to know what, if any, steps are being taken internally to alleviate problems of this nature in the future. We would like Time Warner to reimburse us for all bank charges, if any, from the time of withdrawal through the time the funds from Time Warner are accessible in our bank account.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/19) */ August 19, 2013 ************ Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: *************** Case ID: # ******** Dear Mr. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding *************** complaint. Time Warner Cable has processed and mailed a refund check on July 31st 2013. We apologize for any inconvenience caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Consumer's Final Response /* (4200, 15, 2013/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received either check and am having trouble believing that any were sent. What is it going to take to get his money back? I want to be made whole. They have had my money for over two months. This is ridiculous from any perspective. Business' Final Response /* (4000, 13, 2013/09/05) */ We have confirmed with our finance team that the second refund check was mailed via USPS on 8/26/2013.

9/9/2013 Advertising/Sales Issues
9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TWC offered $200 reward to single play customers switching to 3 services. Only provided $100 reward card. TWC service changed from TV to TV, phone and internet in Feb, 2013. No reward code ever sent by mail. After complaint, reward provided was $100 not $200 as in advertisement. TWC claims $200 reward not for single play customers despite add claiming it does. Multiple calls provide no resolution.

Desired Settlement: Requesting the balance $100 of the reward as specified in the advertisement and as stipulated in the phone conversation.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ August 21, 2013 ************ Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: *************** Case ID: # ******** Dear Mr. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** **********'s complaint. Time Warner Cable apologizes to Mr. ********** for the reward card amount being incorrect. Mr. ********** fully qualified for a $200 reward card however only received a $100 reward card. We have offered to provide a credit adjustment directly to Mr. **********'s Time Warner Cable account. Mr. ********** has accepted this offer, we have completed the $100 adjustment on 8/21/13. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, ************ Executive Response Specialist Time Warner Cable **************************** Consumer's Final Response /* (2000, 12, 2013/09/09) */ Issue resolved 9/6/2013 with issue of $100 credit to account.

8/27/2013 Delivery Issues
8/27/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Please see attached document* re-typed by BBB representative: "On July 30th my cable was turned off after I made an agreement to pay. I had been a customer of time warner cable for 5 years and always made payment arrangements. This time it was different I was lied to/ charged and cut off. Two different employees told me that same date as to my new bill and told me if i paid by a certain date I would be fine. Heres the story on July 17th I called and spoke to a time warner cable rep. , I made the arrangement for the 24th of July the following wk. In that process he told me my next bill would be out on the 13th of august. He said i would be ok if i pay before then, I said ok. Fast fwd. to the 24th when I went to pay my bill to the rep. said the same thing my bill (new bill) would be out on the 13th of August. July 30th. My cable was cut off because my new bill came out on the same day I pad my bill. Time Warner Cable is the only co. that bills you a month in advance. I have a problem w/ that... but I've dealt with it for 5 yrs. My problem is this i made my payment of $194.00 and was cut off a week later no warning no nothing, I was told the same date by two different employees pertaining to my bill. When I called I was told I missed a payment which I didn't, that why I made arrangements in 5 yrs. Never was cut off or missed a payment. I want my $194.00 back if they were gonna cut me off I wouldn't have paid that. So now i have to pay $388.00 to get reconnected and if I missed a payment my cable would have been off, I was told I missed my payment and I have all my receipts. My monthly bill is around 195 and when they cycle the new bill its $388.00 I need someone to explain to me how my bill was 524 dollars in the month of July?"

Business Response: Business' Initial Response /* (1000, 5, 2013/08/14) */ Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ****** complaint. Time Warner Cable mails billing statements to ***** ******'s home on the 23rd of each month, the due date is the same which is due upon receipt which is caused by not paying the full amount on each statement. The normal due date if ***** ****** was paying each month on time would be the 12th. For an example ***** ******'s Time Warner Cable billing period for June was from 6/23-7/22 with a due date of 7/12. This is the way Time Warner Cable has always billed our customers, and is agreed upon by each customer when setting up services in our subscriber agreement: http://help.twcable.com/policies.html The Time Warner Cable billing statement mailed on 6/24/13 was for $388.19 and was due upon receipt; we did not receive a payment against that amount. On 7/24/13 the amount due which was also mailed via a billing statement was $582.47. We did receive a payment in the amount of $194 which brought the balance to $388.47 due. Time Warner Cable has disconnected ***** ******'s account with us at this time due to having a past due unpaid balance owed to Time Warner Cable. Since we interrupted the account on 7/30/13 we have prorated the balance due to $239.44. Service can be restored by paying the $239.44 plus a reconnection fee as well as the first month of services in advance. If ***** ****** would not like to continue services with Time Warner Cable the equipment can be returned to a local sales and service center: http://www.timewarnercable.com/en/residential-home/support/twc-stores.html If equipment is not returned the balance due is $613.43 which includes equipment costs. Any further questions ***** ****** has, or if wanting to reconnect services please contact us at 877-772-2253 24/7 The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

8/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: was told signing would qualify for a $100 gift card if I signed up. was later told I did not qualify. When my husband passed away I was going to cancel twc service, but was told I could get a gift card if I signed up even though it would be at the same address (was told I qualified because "I" had never been a customer before , that my husband had been). When I didn't receive the card I asked my son to look into it. He went to the local office and was there over an hour talking with the staff. All three of the clerks agreed she should be qualified to receive the gift card. On 6/14/13 my son call twc and spoke with ************ from north canton. She opened a case saying that even if she did not qualify for the offer because it was at the same address she thought twc would honor the card because she was told she did, and that's why I signed and did not cancel, which was my original intention. **** was told there would be an answer in 4 to 6 weeks. Never received a call, email or mail about the problem. I called and they said I did not qualify. Either it was a bait and switch (tell her anything---just get her to sign), or the sales people are poorly trained in what qualifies. It was a total of 4 reps that agreed that I qualified. Having lost my husband as well as his income the gift card was important to me because of my diminished fixed income. My son and I have spent several hours trying to resolve this--- to no avail. You would think that customer service would be important to a company like twc with all of the competition out there. VERY POOR SERVICE!!! Maybe I should have put this under "bait and switch".

Desired Settlement: I feel that I am entitled to the gift card at the VERY least. Additionally, something for all the hours we have spent trying to right this wrong, beside a "we're sorry".

Business Response: Business' Initial Response /* (1000, 5, 2013/08/14) */ August 14, 2013 ************ Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: *************** Case ID: # ******** Dear Mr. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ********* complaint. A Time Warner Cable Executive Response Specialist made contact with Ms. **** ********* son regarding her gift card concern. It was explained to him that his mother did not qualify for the gift card due to her only changing the name on the account from her husband to her. However, as a goodwill gesture Ms. ********* account was credited $100 which was the amount of the gift card for their inconvenience. Time Warner Cable apologizes to Ms. ********* for any inconvenience this situation may have caused.The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

8/26/2013 Advertising/Sales Issues
8/26/2013 Billing/Collection Issues
8/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Continued collection demands 6 months after correcting TWC billing error and paying final bill. I requested to end all Time Warner Cable services on my account # *********, located at **********************************************, on October 31, 2012, and was advised that it would be disconnected within a few days, in early November, and that billing would cease on October 31. When I received my final bill, I noticed that not only were the legitimate charges for October on the bill, but so were the charges for the complete months of November and December. I spoke to an employee at TWC and was advised to simply wait for these false charges to automatically fall off. After the winter holidays, I called again, and was advised that the charges were still on the account, and that the employee would have a supervisor correct the account. In February, 2013, I received a letter from Creidt Management, LP, stating that I still owed an amount (which I have now forgotten) somewhere around $300. I again called TWC on 2/21/2013, and after numerous transfers, and employee was able to determine that I owed $126.33, and all the rest of the charges were erroneous, and would be credited to the account. I then paid the remaining balance, $126.33, from my Chase checking account, and have verified that the funds were withdrawn on that date. In June or July, I received another letter from Credit Management, LP, now stating that I still owe that $126.33. I called TWC yet again, and was informed that the payment I made was on my account, that I owed nothing, and that no negative action would be on my credit report. On 8/12/13, I was sent another letter from Credit Management, LP, stating I owe that same $126.33, with CMI Reference # *********, to Creditor: TW NORTHEAST OHIO DIVISION, for Account # *********. The letter also states that my account information HAS been reported to the three national credit bureaus.

Desired Settlement: For at least 6 months, I have had Credit Management, LP report false delinquency to all 3 credit bureaus. This collection activity needs to cease, the false past-due balance cleared, and all negative information that has been sent to the credit bureaus retroactively removed from my reports, so that my credit report and score are clean and unaffected by this incident.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ August 21, 2013 ************ Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: *********** Case ID: # ******** Dear Mr. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding **** ******'s complaint. Time Warner Cable has contacted Credit Management to have this removed from collections, Mr. **** will receive a letter stating the same as well as the three national credit bureau's will be contacted to have this removed from Mr. ****'s record. We apologize for the inconvenience caused. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Consumer's Final Response /* (2000, 7, 2013/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I wanted was for the collection attempts to cease and for the false derogatory marks on my credit report to be removed. As long as these are completed, as the letter states, then I am satisfied.

8/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cable,internet,and phone been in and out,choppy,and just plain horrible for the last 3 months. The cable Ben horrible for months.Choppy channels,channels in and out,and cable box needed to be rebooted frequently! Internet and phone modem goes in and out randomly. I have called so it can be documented on the account so they can at least credit the account. We been customers for 6 years now paying $190 a month.They was suppose to credit the account from the last I called a week ago but they didn't!Please!I am tired of paying so much for crappy service and they won't let no one like Cox cable,or any other cable service in our area!

Desired Settlement: If I can't get another cable company lower my bill at least!

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ August 21, 2013 ************ Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: **************** Case ID: #********* Dear Mr. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ******'s complaint. A Time Warner Cable Lead technician visited the home on Monday, 8/19/13 to address the service issues. We have replaced a outside line that looked like a newer line but the way it was setting was a little close to a tree and possibly was rubbing on the tree. We also replaced two converter boxes with newer boxes and reconfigured the splitter in the home. The issues have been resolved and we also have supplied ******* ****** direct contact info for our technical operations team for any other issues. The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Consumer's Final Response /* (3000, 7, 2013/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The phone and internet still goes out almost once a day still after technician left.Cable been working excellent!Even the high def channels since then been working great! DVR recording without the red exclamation box on the side of it.I will accept the phone/internet stuff. Whenever it does do it it to is 5 minutes or less. I don't know if some can understand that when you been a loyal customer for 6 years and they automated system would cut you off for (learned this lesson 5 years ago) $6 dollars! I understand take responsibility for full payments! Take responsibility for 3 months of horrible service. I already talked to a phone tech supervisor and the credit amount due would be $500 but they have a limit on credit they can do.So he offered $50! I refused it! I told him that the $500 was overkill! But I gave twc $200 for each of them 3 months without any problem while dealing with this crap! I would of thought I could at least get a free month for this! So got a dispute going on and escalation number is **********. They have the info that makes me right from they own technician! Don't be no douche bags now! I know I am one of the millions of little people! But we deserve brakes too fat cats!

8/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable has blacked out their Showtime / The Movie Channel programming. They are not providing equal compensation for their customers. Time Warner Cable has blacked out their Showtime / The Movie Channel programming. They are not providing equal compensation for their customers. Customers who only pay for Showtime / The Movie Channel are being given free access to other premium movie channels. In addition, these customers are receiving a credit to their monthly bill for the amount paid during the outage. Customers who already pay for all premium movie channel are not receiving any additional free programming. They are also receing the same credit for the amount of time of the outage. I feel as a customer who is paying for all channels, that I should be receiving a credit not only for the amount of the Showtime / The Movie Channel outage, but also for the channels that they are providing at no additional cost to their other customers which I currently am paying for.

Desired Settlement: I would like to be refunded not only for the time of the Showtime / The Movie Channel outage, but also for the premiums channels that I am currently paying for that are being given to other customers free of additional charge during the outage.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/12) */ August 12, 2013 ************ Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: *********** Case ID: # ******** Dear Mr. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** *****'s complaint. We are in negotiations with CBS Corporation, which owns those channels. Because of the outrageous demands they are making, we have been required to remove them from your lineup while we continue to negotiate for fair and reasonable terms. Until then, as a courtesy, we are temporarily providing alternative programming from Starz and Encore� - check your guide for channel numbers, and be sure to re-set any parental controls for these channels if necessary. *Replacement programming not available in all areas, and STARZ On Demand and Encore On Demand are not included. I encourage you to visit www.TWCconversations.com/CBS to find out about other ways to see the programming you are missing. Customers who currently pay for Showtime or TMC should expect to see a credit for those channels in an upcoming bill. The credit will be retroactive back to the first day of the Showtime/TMC blackout. You will be credited each billing cycle, based on the number of days those channels are not available to you. We typically do not adjust what customers pay for changes to the line up -- whether channels are added or removed. We sincerely hope that this blackout is short; however, if the situation continues for a protracted period of time we will assess how best to address the issue, in this case we are not offering a credit for Starz or Encore as we are not providing the full suite of channels nor on demand to those customers effected. Time Warner Cable apologizes to Mr. ***** for any inconvenience this situation may have caused.The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Consumer's Final Response /* (3000, 7, 2013/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned in the original complaint, Time Warner is providing replacement programming to customers affected except for those who already pay for that programming. We are not being given any additional programming and are paying for the programming that other customers are receiving for free during the CBS/Showtime outage. Business' Final Response /* (4000, 9, 2013/08/21) */ August 21, 2013 ************ Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: ***** ***** (rebuttal) Case ID: # ******** Dear Mr. ******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ***** *****'s complaint. Time Warner Cable sell's our programming in packages, and often make changes in those packages, adding channels and moving channels, and don't typically offer credits when we make those changes. We sincerely hope that this blackout is short; however, if the situation continues for a protracted period of time we will assess how best to address the issue, in this case we are not offering a credit for Starz or Encore as we are not providing the full suite of channels nor on demand to those customers effected as replacement programming. Time Warner Cable apologizes to Mr. ***** for any inconvenience this situation may have caused.The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

8/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were charge this for cancelling our service, 3 people from TWC agree to credit us, but now they are not doing so. We were charged a cancelation fee, I have not signed any contract with TWC (Time Warner Cable), three employees have told me that they will be issuing me a credit for these charges, now two other people that I have talked to said that they will not be issuing me a credit because TWC automatically renews our contracts every two years and they do not need my signature to do so. I was told to call them back at ************ ext. **** to speak to ****, I have called several times and let msgs. with several of their inbound call center associates, but she has not returned any of my calls, and they will not let me leave her a voice message in her office. My account number with them is ********************

Desired Settlement: I want them to take my disconnection fees off from my account in the amount of $116.45.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/16) */ August 16, 2013 ************ Better Business Bureau, Inc. 222 W. Market St. Akron, OH 44303 RE: Customer: *************** Case ID: # ******** Dear Mr.*******: Time Warner Cable ("TWC") has investigated the subject complaint, and we describe below the current status of this matter regarding ******* *******'s complaint. Time Warner Cable has adjusted off the $106.50 fee Mr. ******* is referring to. This adjustment was made on 8/16/13 The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Consumer's Final Response /* (2000, 7, 2013/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) TWC did indeed credit our account for the $106.50 which is what I have asked for.

8/19/2013 Billing/Collection Issues

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