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Time Warner Cable

Additional Locations

Phone: (888) 418-8848 Fax: (512) 485-6109 215 Factory Dr, Waco, TX 76710 http://www.timewarneraustin.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Time Warner Cable meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


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 include:

  • Length of time business has been operating
  • Response to 135 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

135 complaints closed with BBB in last 3 years | 39 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 23
Billing/Collection Issues 34
Delivery Issues 5
Guarantee/Warranty Issues 1
Problems with Product/Service 72
Total Closed Complaints 135

Customer Reviews Summary Read customer reviews

1 Customer Review on Time Warner Cable
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: January 12, 1971 Business started: 01/01/1964 Business started locally: 01/01/1964
Type of Entity

Sole Proprietorship

Business Management
Margaret Ann Simpson, Customer Relations Ms. Kathy Brabson, Division President Ms. Margaret Simpson, Customer Relations Department
Contact Information
Customer Contact: Ms. Margaret Simpson, Customer Relations Department
Principal: Margaret Ann Simpson, Customer Relations
Business Category

Television - Cable, CATV & Satellite Cable TV, Internet & Telephone Installation Service Cable Networking


Customer Review Rating plus BBB Rating Summary

Time Warner Cable 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

  • 12012 N Mopac Expy

    Austin, TX 78758

  • 215 Factory Dr

    Waco, TX 76710 (888) 418-8848

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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)

6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner is the only internet provider for my area. I pay for 15 MB/s internet service from them. When first setting up the service, I was informed that my apartment complex had no active lines set up and it was necessary for a technician to be sent out to set up this service. As hard as that was for me to believe, I went ahead and set up the appointment since I wasn't able to visit the location first to test the service myself due to the fact that I was moving in the same day I set up the appointment for the Time Warner Technician to come out. ****, the Time Warner technician, who came out informed me that the complex has had active lines for approximately 15 years and the customer service representative may not have been able to recognize this due to the bundled set up for the complex. So, I called and Time Warner corrected the $14.95 charge and credited back to my account. Following this mishap, I instantly began to notice a drop in download speed during peak hours (from 5pm-11pm). The numbers showing up from multiple testing sites were around 0.40-0.80 download speed. I proceeded to run normal resets on my own equipment (not Time Warner's equipment). This tactic did not solve the issue. I called the next day. The over-the-phone technician proceeded to advise me of the "dummy" protocol, like are the units plugged in and the normal resetting procedures. The over-the-phone technician also advised me that there were no errors showing on their side and we proceeded to set up an appointment to address the drop in connectivity. At this point, I did what I could to cover my end by downloading an application on my phone that recorded ping, download speed and upload speed. I began running the connectivity test almost every hour from 4pm-12am and then again when I would wake up around 7 am. These tests showed exactly what I was claiming. This was proof, to me. *****, the next Time Warner technician- I.D. #****, came out to my house two days later around 3 pm, mind you not during peak hours. He walked into the apartment and saw my own equipment receiving the connection, and instantly proclaimed that it was definitely my equipment failing and he needed to check for errors within the equipment. He also insisted that I would need to probably purchase Time Warner's equipment, gave me the monthly cost, and its perks of being a modem and a router all in one. I replied that I know that the equipment worked because I just bought it and the connectivity isn't a problem during the day, when most people are at work within the very large apartment complex. I even showed him the results of the connectivity tests I had avidly been taking during peak hours and outside peak hour times. He barely even looked at my results, which made me feel dismissed, but I thought he new something that I may not know. The Time Warner technician began running error tests on the Time Warner side, on my modem, and then ran into a snag during testing of my Linksys router- he couldn't figure out the password. I thought that it was still the generic password assigned by the company- "admin". He said he tried and it was incorrect. I had no other leads other than a matching password which secured my WiFi. Nothing worked and he didn't try to continue down any other problem solving path and left. He did happen to slip up and say during his tests he found out that 6 other people were using the same channel from the Time Warner database as me. Please, don't get this confused with people being able to access my password secured WiFi connection, but rather from the box. He also told me that there were two channels, which my apartment complex ran off of from their database. Later that night, the connection was still terrible. I called Time Warner again and they set up another appointment for two days later. Without fail, *****- Time Warner Technician I.D. # 4119- calls 2 hours before the appointment to advise me that if I haven't figured out the correct password to my router there was nothing he could do and that Time Warner would charge me $40 for running the van out there for no reason. I called Time Warner's customer service line, again, and asked that he never be assigned to come out to my house again and to cancel the appointment because, honestly, it didn't seem like he wanted to help me. So they set up an appointment for two days later, again. With no resolution from Time Warner, I decided to see if I could personally change my connection to the other channel that ***** had mentioned to see if that would help. I logged on to the Linksys router (with the same password provided to the Time Warner technician) and it worked the first time. I was able to change to the other channel (I was aware of the number 6 and 11 due to the technician advising them at the appointment previously). So I basically did their job in 5 minutes. Yet, no change. So I kept my appointment. Then I get a call and an email saying that the problem in my area had been resolved by Time Warner and my appointment would be cancelled. In fact it still had not and someone closed the ticket. So I called the Time Warner customer service line for a fourth time. The over-the-phone technician takes a minute to read the profile notes, then advises me of the "dummy" reset procedure. I asked that we recognize that all this has been attempted and that I need a technician out. The appointment was made for 9 am the day I was supposed to have a technician out during the peak hours in which I saw the problem. I have continued to run the connectivity tests on my own and kept a record through my application that I downloaded since all of this. To me the resolution is that Time Warner needs to step up and set up an addition line (or more) to provide more channels so that everyone in my complex, especially me, are getting good download speed and basically what they are paying for. Also, they need to stop trying to say it is my equipment that is faulty because it works great during the day (full connectivity), but once those peak hours hit my service is slower than dial up!

Desired Settlement: To me the resolution is that Time Warner needs to step up and set up an addition line (or more) in their database to provide more channels so that everyone in my complex, especially me, are getting good download speed and basically what they are paying for. Also, they need to stop trying to say it is my equipment that is faulty because it works great during the day (full connectivity), but once those peak hours hit my service is slower than dial up!

Business Response: Tech Ops has been out to the customers residence several times and has made contact with both the customer and several other residents of the building during this process. Tech ops has identified an issue out in the hub that is causing the speed slow down for this customer. Customer will have service but during the peak times in the evening  will see some sporadic slower speeds. TWC field management estimates that within 30 days or less the hub infrastructure can be repaired or replaced which should permanently fix the issue for this customer.

Tech Op's is having to coordinate with some business customers also on this issue and so the repairs need to be done at night  which is also when the issue is occuring. Even though we have no guarantee of a constant minimum speed this customer would be experiancing what we feel to not be an optimal performance  on an intermittent basis. We have therefor gone ahead and issued a courtesy credit of $34.99 which covers what the customers pays for the base rate on a monthly basis as a 1 time courtesy. Mr. ******** will have service  and at times  it will be within normal specifications but we understand that our customers want to be able to use their service when they want and we try and honor that expectation as best as we can.

6/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Customer service last week to inform them that workers were digging a new ditch for the power lines, and that they were going to cut the cable lines. The customer service agent told me that they were aware and would be coming out to move the lines. Yesterday several lines were cut to my building. I contacted customer service and requested they come out and fix the cut cable line because they were already aware it was going to be cut and failed to move it. Initially they told me it would be a week to repair it. I was adamant that they come and fix it right away since there were several that lived in the same building. The representative said they would have a repair man out between 5pm and 6pm. The repair man showed up and worked on the cables. My cable was still not working when he left. I contacted customer service again and after over 1 hour on my cell phone I was informed that they had only repaired one person’s cable in the building and that my work order had been canceled by them. They also stated that if I wanted they could reschedule me for Friday the 5th of June from 5pm to 6pm. This is unacceptable, they offered to give me a $13.00 discount on my next bill. That is unacceptable. Time warner cable only cares about collecting their payments, they don’t care about providing a service. And since they are the only ISP provider that can give more than 10MPS you are stuck.

Desired Settlement: They need to provide better follow up, technical support, and a better discount then offered.

Business Response:

We have been in contact with the customer to discuss his concerns. We have a technician scheduled to come out today to repair the services.

Consumer Response: Better Business Bureau:

I was fully satisfied with the response from Time Warner Cable.
However, I hope that they resolve the internal communications issues that caused the initial problem.
The issue initially had me looking for other service providers in my area.

***** *****

6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last Saturday morning (May 30), I woke up to no internet, phone, or TV service. I realize the weather has been a factor for several weeks, but we had not had inclement weather in our immediate area. I called customer service at 9:08 a.m.. I was told there was not an outage in our area and a technician could come out the next day between 1:00-2:00. I told the customer service rep that this was unacceptable because since I have the bundle, I had NO service of any kind. I was told that I would be put on a priority list. I never heard anything else about a priority list. I also explained that this problem had occurred on Wednesday, Thursday, and Friday but fixed itself before I could call TW. But this time, all power was gone and had not come back on. I called back 3 more times before noon. In the meantime, I found out that neighbors on both sides were having the same issue. I asked one of the neighbors to call Time Warner because I was told several years ago that TW will not say there is an outage unless several people from that area call in. The second neighbor, unknowingly to me at the time, called shortly after my 9:08 call. He called again several hours later and was told that a tech would be out between 3:00-5:00 on that same day, Saturday. I left to run errands and around 2:00 got a call saying that the outage had been cleared. I got home and there was still no service. I called TW again. The customer rep told me that we did have a signal on their end and that is why the outage was cleared. I told him twice that I did not have service! He said he could move my tech appointment from 1:00-2:00 on Sunday to 9:00-10:00 on Sunday. I told him that my neighbor had an appointment at 3:00 on Saturday and since we were experiencing the same problem, could that tech check on our problem as well. The rep said that would be up to the tech! I asked why we got phone calls saying the outage was cleared if it wasn't. He replied that it was a "generic" phone call ---- whatever that is! The tech did come to my neighbor's house at 3:05 on Saturday. I cannot say enough good things about the technicians. They are always very polite and efficient. I feel badly for them because by the time they make the service call, the customer is so mad at the idiots who answer the calls. But this guy found out what the problem was in less than 15 minutes. In about 30 minutes, we had two more trucks out here and by 6:00 we had power.

Desired Settlement: I do not want anything from TW except people who will acknowledge that the customer does have a brain. I understand there are certain procedures that the folks who answer the phone must go through, but after several calls, they need to listen to the customer and relay what the customer says to the service techs. A lot of time would be saved. I am tired of calling over and over for the same problem and being ignored by the person on the phone. I have never been treated rudely, but they will NOT listen to what any of us tell them. I tried calling the number I have for the Austin office rather than filing this complain, but I was told the extension I was calling was not accepting messages and for me to hold. I held for about 5 minutes in silence and finally was disconnected.

Business Response:

We have left a few messages for the customer with our correct contact information. We will review the calls for any coaching or training opportunity. If the customer needs further assistance she may contact us back at the number we provide in our messages.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ****

5/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ok, I had an appointment yesterday to have my cable and internet hooked up in my apartment. The appointment was between 8 a.m. to 9 p.m.the guy never showed, and then marked on my account that he called me at 8 and told me that my order never got placed. That was a lie. He never called me, at all. I called the day before, Friday, just to make sure my appointment was still good, and it was. after that crap I had to deal with, it is pretty clear to me that Time Warner Cable does not care about Veterans, a I am a a veteran. I have been deployed to Iraq 4 times and I will be treated like I'm some bum. They have lied to me and I feel like I have been discriminated against. Whoever the service person was that lied and never came out, I want them fired, as well a the supervisor on shift at the time, because it is obvious they can't do their job.

Desired Settlement: I want my package that I ored red for only a monthly payment of $60 a month, for a year, The cable and internet package.I want a written apology from Time Warner Cable as well as the termination of the service tech as well as the supervisor on shift.

Business Response:

We have been in contact with the customer to discuss his concerns. It appears we may have had an old number on the account. We have made sure the correct number is listed on the account and rescheduled the installation.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *****

5/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a Team Warner Cable customer and have had nothing but problems with my service since I have been a customer! I have had to call customer service over 30 + times for them to just reboot it n say it is fixed only for it toess up a couple he's, day or wks latter. I am on my 4th box n still have probls. Tec support has been out to my house 4 the to no avail! All they say is sthing is wrong with the line n it will be fixed but do nothing aty house that fixes it! I have mad appts where I took off work for the to come by only for them to say they came by n knocked but no one answered when I was sitting tight next to the door the whole team so I wouldn't miss them. Then I was told whenever I called to see where they were that they had called to confirm the appt and I canceled it! I informed them that if I canceled it why would I be calling asking where were they. They then pute on hold for 30 min only to say they had attempted to call me again and again I canceled! This went on several time before The rep stopped and listend to me! I asked him what number was he calling because I was calling from my cell and had the house phone next to me the ringer WS on and it had not rang once!? He then concerned that they had been calling the wrong number. Know my house number listed is a time warner cable number that they gave me so how on earth is it wrong? They don't seem to have a problem calling or getting a hold of me if I get behind with a payment??? Today I have been on the phone with the for about 4-5 he's ...I HV lost track. I have called 6 yes only to be transfered over n over again!!! I am on hold as we speak while I am writing this report! I feel as thought I am being ROBED!!! IT IS FALSE ADVERTISMENT!!!! I PAYY BILL SO THAT I can sit n look a t a black TV and be on hold for hours with them waiting my time!!!

Desired Settlement: Fix my cable n credit my account for all the time I have wasted n still not able to see or use my service! I pay extra for on demand that never works I pay for high speed internet that is not! Fine Time Warner Cable! Sue the ***** out of them and shut them down!!!

Business Response: I spoke with ******* and per customer a field tech was out this past saturday the 9th that resolved their issues and all services are working correctly at this time. Credit was issued from when they called us to report the service problem to when it was completed ( 2 days). We had set up a trouble call for this evening but since all services were working customer told us to cancel. The other issue where customer was stating tech was not showing up seems to be form approx 2 months ago but since  services are working and a tech did show up on saturday we are closing this issue at this time

5/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For many years we have had chronic and constant problems with your product and service and have written many, many letters to you and the Better Business Bureau, with no results. Today, I went upstairs to watch a program on 131 cable that I couldn't get downstairs and visa versa, all the time on all channels. Several weeks ago, lots of programs wouldn't come on and my daughter, next door has the same problem, chronically. Several times I have been told that someone is stealing cable up-line and you've caught several, but that's your problem.

Desired Settlement: We keep paying your bill and never get consideration for our problem. If things don't change I will turn it over to my lawyer, as a matter of principle.

Consumer Response: Complaint: ********

I am rejecting this response because: See attached

Regards,

**** *******

Business Response:

We have left messages with the customer and they with us.  We are hoping to reach them early next week and we can discuss any service issues they’ve been having.

Business Response:

We’ve been in contact with the customer and have applied credit for a month of service and are coordinating with them on getting a lead technician out to address any lingering service issues.  Also, we’ve removed the 5th box from the billing and the account and credited 6 months of the difference.  They have direct contact information should they need anything further.

Consumer Response: Complaint: ********

 

I received a letter from the BBB, stating they were closing the case, with no response from me. I mailed a response on January 30, 2015. I am in no way satisfied and am requesting this file to remain open until a satisfactory agreement can be made.

Thank you,

Business Response:

We have offered on several occasions to have a technician out to repair the cable issues they are experiencing.  They have direct contact information if they are interested in setting up an appointment.

Consumer Response: Complaint: ********

I am rejecting this response because: see attached.

Regards,

**** *******

Consumer Response:

Re: Time Warner Cable                 

Dear **** *******:

 

 

Thank you for your recent correspondence regarding a possible violation of consumer protection laws. Consumer complaints help monitor trends, and assist us in determining enforcement priorities as we work to protect Texans from deceptive business practices.

We will review the information that you have provided, and will contact you if we need additional information. Otherwise, you will not receive further communication from this office regarding your complaint. We do not represent individuals in personal civil matters, and thus cannot take direct action on every complaint.

In matters of statewide significance, or when substantive evidence indicates that a person or business is systemically violating Texas law, the Attorney General may take action on behalf of the collective legal interests of the people of this state.

We appreciate your time and interest in preventing consumer law violations and in the affairs of Texas consumers. We rely on citizens like you to help us enforce the Deceptive Trade Practices Act and other consumer protection laws.

Consumer Protection Division
Office of the Attorney General


 

Consumer Response:

Dear Ms. ****,

 

Your technician came out yesterday afternoon. He came earlier than expected, which was good. He called and said that he could make it so, met him there. The technician and helper worked for 2-1/2 hours in our home, and they seemed very knowledgeable.

He replaced 1 cable box and checked 4 televisions (not 5 we are not liars). He replaced several cable plugs, adjusted all televisions (which we do not know how to do). There was also a top off of a cable unit outside that he repaired. We are not sure why it was off, whether it was due to winds blowing it off, or cows that were in that pasture for the past few weeks. We just noticed it last week, and he said that parts were bent on it.

The previous technician that was out was good, but this one was very good. He did a lot of things (5+) between inside the house and outside. It seemed that this man really knew his business. We are hoping that this is a “real” fix this time. We will see.

We watch the weather for roofing on a regular basis, this is a must in my line of business that these channels come in I enjoy watching John Wayne, and it makes me angry when I do not get these stations that I pay for. I also had cable channel 131 before, it has been gone for a month or two. I would like that channel back. if it has been moved, I need to know where.

With this being 2015 and me having had my house built in 1998 and put in TWC at that time, I have had service with you all for 17 years and it had been a lot of bloody incompetence and problems that have not been completely resolved and very little compensation for my troubles and bad service.

I hope that yesterday's visit and repair work by the technician has finally resolved the issues, time will tell. He did leave me a card and said call if I had any issues. I think that was very nice of him. It is my sincere hope that all is resolved and we can move forward.

Regards,

**** *******

Consumer Response:

April 2, 2015

Attn: Ms. ***** ****
Time Warner Cable
Central Texas Division

Re: Service at. **** ** *** ******** **
Waco, TX *****

Dear Ms. ****,

Our television has been continuously getting worse for the last week.

There are streaks in it and some of the channels are not coming on, etc.

On Monday, March 30th it all went out again.

Thank you for the great service, and I would like my credits on the 1-1/2 years of credit you owe me.

By the way, my daughter ****** ******* ********'s house is doing the same thing.

Regards,

**** *******


 

Business Response:

We received the message from the customer on 4/2 and had a technician out that evening to repair the issue.  We have credited the account for the cable for the 10 days that the customer said the services were having issues, which is consistent with our credit procedures. 

Consumer Response:

May 15, 2015

Better Business Bureau
Attn: ****** ******

**** ** ****** ***
Austin, TX *****

Re: Time Warner

**** *******

**** ** *** ******** *** ***** ** *****

Complaint ID *********

Dear Ms. *******

You sent two letters to my house regarding this complaint id number while I was out of town on vacation and closed the case due to no response. I was not there to get the mail and reply. If you take notice that all of the mail you receive comes from a post office mailing address. This is where all correspondence should be going to. This way it is picked up by my employees and all urgent mail is handled immediately

In the future please mail all correspondence to:

**** *******

** *** ***** ***** ** *****

The problems that I have with Time Warner are not resolved in any way. I am still having issues with my channels not working and I am still paying my bill monthly. I want my service working properly and I want a better offer of settlement than what they have offered. This is not

acceptable to have to spend this much time complaining, writing letters, taking photos of blank channels, waiting on technicians who will only give you a block of time to be there and wait on them to arrive, only to have to do it again a week maybe two later.

This is getting to be ridiculous. Justice is not being done. I have asked and pleaded and still have trouble on my cable. I am sending some more to you now.

Do you know how time consuming it is to have to keep on with this. As a business yourself having to sort through the calls and letters and research all of these complaints, I would think you would understand the amount of money that is wasted if you put a dollar to all of the time they have wasted of mine, my employees, my wife's, my daughter's, and others that have been involved in working on getting my cable working through the years.

Time Warner only considers the day the call was taken to the day they came out and the channel was back up and only credits that one channel. They do not think of the time we were inconvenienced. They do not think of the dollars I have wasted by going home early to meet them, just sitting there while they work and sometimes say there is nothing wrong now, so I do not know. I make money by being in the field not at home waiting and watching repairmen. I have spent years trying to get this right. It has been a complete nightmare and failure.

Please think about it and realize my frustration as you re-open my case and understand the trouble I have been through when I say that I want at least 1-1/2 years service for my troubles.

I have been a good steward in allowing them to continue to work on my cable time and time again. I have patiently waited on them, to determine what to do next. Once found out that they were stealing cable from us and causing issues, bad wires and tie ins, you name it we have had it. I have understood all of the reasons. I am to a point now that I do not understand the reasons that they do not get it right.

Again, I am attaching a copy of what I have sent them on my channels this week. I did not get a response except that Laura was out of town by auto-response on her email to my last email to them. So I resent the pictures which are #10. #20 are the current ones from May8&9.

I would appreciate your help and support in this.

Thank you,

**** *******

 

 

5/15/2015 Problems with Product/Service | Complaint Details Unavailable
5/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner is refusing service to my address due to former tenants not paying their bills. I Was a customer at a different address simultaneously. I recently retired and moved back into my home to find I am never going to receive cable due to past tenants I asked if I could provide orders the soldier/sailor act they told none of that would be of any ou until someone pays the bills

Desired Settlement: I just want to be able to receive Internet services through them due my area not offering high speed internet through any other company. I cannot use Skype to keep up with family and friends nor can my security monitor systems be accessible to me when I am away from home without high speed internet. Thank you so much, VR (ret.) *** ****** ******

Business Response:

We have been in contact with the customer to discuss his concerns. One of the debts in question belongs to Mr. ******* now ex wife but he was married to her at the time of the debt. Mr. ****** stated that he had a legal separation at the time and we have agreed to review the information to possibly provide services. We are still waiting for Mr. ****** to provide the proof of legal separation. The answer to his request to provide services is denied. He may provide the requested information for further review but until then the address will remain unserviceable. Mr. ****** has our contact information should he need further assistance in this matter.

4/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: twc advertises service packages that cannot be honored because "service tiers" are not yet available in my zip code area, although they are advertised entering my zip code on the time warner cable website.

Business Response:

We have been in contact with the customer. We have apologized for his experience and frustrations. We have verified the website is updated to show the correct speed by Mr. *********'s zip code.

4/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for TWCable TV during the month of October or November of 2014 & shortly after that I ordered 3 of the little digital boxes when I learned that I was not going to be able to just hook the cable directly to the tv. During that time they had a promotion going on that if you ordered the boxes before January of 2015 you would get the boxes FREE for one year and then after the year they would be $1.50 per box. One of the boxes would not work right & I called & spoke with a representative that tried to trouble shoot the issue first and after not being able to fix it & of just sending me out a new box put in a service call for someone to come out(ok that was fine because I'm not tv poor) about a week before someone was to come out I called back to TW to inquire about a promotion for existing customers so that I could bundle and get Internet and home phone added to my services. I was told that for about $120 per month including taxes I could bundle. The catch was that they would come fix my tv first and then about a week later come hook up the Internet and make sure my phone services had been transferred. I wanted my Internet hooked up before new years eve because I do my church service on line out of Dallas Texas so the rep told me that the only way that I could have everything(including my tv) done at once was to cancel my service call for the tv and put in the new order for the phone and Internet. That way someone would be out on December 29th 2014 to hook up the Internet, and fix the tv. But the phone would not be hooked up until January 5,2015 because it would take that long for century link to release the number(unless I got a new number) I was trying to keep my old number) but anyway I agreed. Now for some reason I called back after I hung up with the rep to check and make sure my internet would be hooked up and I was told that they had me scheduled for internet on January 5,2015 But that rep SUPPOSEDLY CHANGED EVERYTHING AFTER I explained what was going on with the order. Ok so I waited and called back same results had to explain it again. I CALLED ABOUT TEN TIMES that same day and the next day making sure that the order was right BECAUSE I KNEW SOMETHING WAS WRONG!! & sure enough each time I had to explain the situation and each rep told me the same thing OH WE ARE FIXING T MA'AM DONT WORRY YOU WILL BE TAKEN CARE OF ON THE 29th of December between 11:30 & 12:30. WELL decemebr 29 came 11:30 came 12:30 came 1:30 came NO TIME WARNER so I called and I was FURIOUS I immediately asked to speak to a supervisor and I explained everything to him well he apologized(He was very very nice) & he told me that each rep that I spoke with had gotten the order totally wrong. I told him that I wanted someone at my house that day because I needed & wanted my Internet hooked up because of the NEW YEARS EVE church service at my church. So he apologized again and told me if I trusted him he would walk me through hooking up my Internet and then someone would still be out on January 5,2015 & make sure that everything is working right. He told me that he was going to give me my DVR BOX at half price for 12 months, HBO & Showtime free for 3months & I would be credited for the time I didn't have the one tv working plus for the reps not getting my order right and me having to wait unti January before I had FULL services. The next month when I get my bill I'm being charged for the digital boxes AND when I ordered them they were supposed to be free for a year and then $1.50 after the year I'm not getting the half price for the DVR box nor had I been credited for my services not being in FULL working statis. So I called in talked to a rep and was credited(told I would see it on my next bill) So from then on I have had to call EVERY month about my bill. Last month when I looked at my March bill and I called the guy in financing told me that he fixed everything and with my discounts my bill would be around $80.00 per month for the next year. Ok WELL April's bill was $93 and I called and the rep said well ma'am what discounts are you talking about that was just for last month .THAT REALLY MADE ME ANGRY!!! I hung p in his face because I DO NOT like to be lied to & that's exactly what has happened. I just want what I was told I would be getting. I even saw one time where I was being charged for the digital boxes & they are supposed to be free for the first year. & they have RAISED the prices on them from $1.50 to almost $2.00 per box. Now I don't know what has gotten into TW but enough is enough. Just give me what I was told & PLEASE STOP LYING TO ME. I do not have the time or the energy to call in every month fighting for what I was told I would be getting way back in December of 2014

Desired Settlement: Give me what I was told by the supervisor in December of 2014 and give me the digital boxes free for my year and then at the $1.50 price per box after my year that I signed up for and I want to be credited the $5 that I didn't pay on the April bill because I was told that my bill would be around $80 every month for the next year. I REALLY WANT HONESTY!!!!

Business Response:

We have been in contact with Ms. ****. We will review all calls for any coaching or training that may be needed. We have verified the account is receiving the proper discounts and the Digital Adapters are free for the 1st year.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ****

4/2/2015 Problems with Product/Service | Complaint Details Unavailable
3/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable required me to order a digital adapter to receive cable television service. After receiving the adapter and setting it up for use, I am no longer able to view any of the channels I was previously able to view before installing the digital adapter. I now am receiving less service from the cable provider, but still being required to pay the same price for my service. I feel I was forced to order this digital adapter in order to continue viewing my cable service, however, I am unable to to use my cable service due to the fact that the digital adapter does not provide any channels other than Channel 1-11. I have contacted Time Warner Cable on several occasions and the only response I continue to get is "I'm Sorry!" Time Warner Cable has misled its customers in this digital adapter requirement and has failed to provide service to support these digital adapters. Now their customer service contact telephone number has been disabled as well and I cannot get in contact with them (probably due to a high volume of unhappy customers).

Desired Settlement: I just simply want the ability to view the channels I was getting previous to installing the digital adapter.

Business Response:

The customer’s number provided is a fax line and we are unable to reach them at this time.  The digital adapters we provide convert the digital signals back into analog.  They provide access to Starter and Standard TV standard definition channels and any high definition channel included in the Starter or Standard TV line up.  Line ups can be found on our website at http://www.timewarnercable.com/en/tv/channels-lineup.html.  If the customer is not receiving these channels on the digital adapters, please call in to our tech support at 1-800-******** and we can repair it.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

3/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner since March of 2014 has sent an account to collections for $92.14 three separate times with 3 different collections agencies. Resulting in me having to dispute all of these claims with 3 different agencies over the course of 1 year for service they were not capable of providing to my home. Myself and PayPal have contacted Time Warner directly regarding my account with no answers. I paid in February of 2014, $118.52 to Time Warner. Time Warner has actively refused to provide a refund to myself or PayPal. Time Warner was not capable of providing cable to my home of *** **** ***** *****, Hewitt TX ***** because the Time Warner cable wires underground did not run that far down my street. Therefore, Time Warner was never capable of providing me cable or internet service. Time Warner was aware of this when I gave them my home address in February of 2014 and paid them $118.52 as a deposit for services never rendered, and incapable of rendering.

Desired Settlement: I would like to be refunded $118.52 and compensated for time lose, negligence, and mental duress.

Business Response:

We have left several messages for the customer. The customer did pay in advance for the services. She made 2 payments. The 1st payment on 2/27/14 for $112.98 then a 2nd on 3/05/14 for $5.54 to equal $118.52. (seen in attachment 1 page 2)When we determined that the address was not serviceable we issued a refund to the customers credit card in the amount of $118.52 (seen in attachment 2 page 2 labeled "credit card payment adjustment") we then received a Credit Card dispute (chargeback) on 3/18/14 from the credit card company disputing the charge of $112.98.(seen in attachment 3 page 2) Resulting in the $112.98 payment that we already returned being refunded again to the credit card company. The customer was issued a credit for the technician being late at the initial install appointment in the amount of $20.84 so the $112.98 - the $20.84 credit leaves a balance of $92.14 owed to Time Warner Cable. The balance of $92.14 is reported to all 3 major credit agencies, Transunion, Equifax and Experian but the debt is only owned by 1 collection agency. We left the customer our direct contact information should she have any further questions regarding this balance due.

3/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 1/12/15 called TW due to adapter issue - TW scheduled a techinician to come out 1/16/15 6-7 - the contractor with ******* showed up at 5 said the problem was I needed a new cable drop - he was going to cancel this call and I was to call TW back to schedule a cable drop; 1/17/15 called TW cable to schedule a cable line drop - appt scheduled for 1/18/15 between 6-7; no show so called TW after 7 on 1/18/15 spoke to ***** said it was mis-coded so not scheduled however when I called the auto system said I had an appt between 6-7 and to not call before 7 - anyway on 1/18/15 ***** said he was going to credit my acct for a no show appt and reschedule for 1/21/15 11-12; 1/21/15 a techinician with TW showed up to handle an adapter issue but said that was not needed I needed a cable line drop - now I called on 1/18 and 1/19 stating I needed a cable line drop - but guess I must be dumb.... - so he scheduled yet another appt for 2/4/15 8-9 - the contractor with ******* did show up and did (2) cable line drops at $50 each total $100 and installed (2) new outlets $20 each total $40 - total $140 in which I was told I had to pay them for this service at that time. I wrote a check to ******* ****** for $140- I asked for a receipt and was told my cancelled check was my receipt. On 2/6/15 I called TW making sure TW was not going to charge me for this as I had all ready paid their contractor for this service. spoke with ****** stated they should not have collected that money and he was going to have a supervisor over the contractors to call me within 48 hours as an escalalated call to address this issue - I also asked about the $20 credit that I was told I would get and also about a 29.99 charge for the call on 1/16/15 in which nothing was done - ****** credited my account the $20 and $29.99 - and by the way I am still waiting on the phone call from the supervisor over the contractors . On 2/10/15 I checked my account and saw where TW charged my account for (2) new outlets at 19.99 each on 2/4/15 - but yet I all ready paid the contractor for that and that is not right to charge me for something I all ready paid for he was going to send to his supervisor and it will more than likely get corrected but will take about a week. On 2/20/15 when I checked my account to see that the (2) $19.99 charges were still on my account I called TW - spoke with **** who stated he was going to escalate this issue and someone would call me within 24 hours and he was going to monitor this to ensure it is done - I said I will believe it when they call as I have been told that before and the call never came. TW just wants to tell you what you want to hear because within 2 hours you get a call to give feedback on them - well no feedback is coming from me until this is resolved to my satisfaction. Today 2/24/15 I checked my account and the charges are still on my account. I am no longer going to deal with TW cable they have had several opportunities to correct their mistake and resolve this issue.

Desired Settlement: I want the (2) 19.99 charges to my account removed as I have already paid TW contractor ******* for this service. I want them to charge my account accurately in the future and to not retaliate for their mistake

Business Response:

We have left messages for the customer with our contact information. All services provided by Time Warner are billed by Time Warner. Any services received should have been made payable to Time Warner Cable not an individual person. We will need a copy of the cancelled check and bank statement showing the check was cashed so that we may investigate and handle appropriately. The customer may contact us back if she has any further questions or concerns.

Consumer Response: Complaint: ********

I am rejecting this response because: I returned their call 2/26/15 at 3:50 - their auto message stated their hours were from 8 to 6 - yet I did not receive a call back beofre 6:00 that date. Apparently when the contractor comes out with ******* it is common practice to collect when they are out. When the contractor came out on 1/16/15 he said to drop a line he would have to collect the $140 up front in the form of cash or check - he said the dispatcher will ask for it. When ******* ****** came out to do the service he made it clear payment was due to him to do the service. When I called TW 2/6 spoke with ****** just to make sure TW was not going to charge me again as I had all ready paid the contractor he acted like they should not have collected and was going to refer the call to a supervisor over the contractors where the call would be escalated and I should receive a call within 24-48 hours - so apaprently this is common practice and not condoned. Both  techincians with ******* stated I had to pay them and to date I have yet to receive a phone call regardng the payment to the technician. To me it sounds like the contractors are not abiding by the rules that TW says should be happening. Also if this is correctc then when an appointment is made to come out to a customers house TW needs to do a better job explaining to the customer who is coming and how the blling will occur - because when you have the contractor in your home saying they cannot perform the service without payment TW is basically putting their customer in an uncomfortable situation. Bottom line is this was done and I paid them $140 as they stated was required.

When I submitted this complaint on 2/25/15 I could see these charges on my account. How weird is it that when I just checked my online account that I can see a balance due however I cannot see what charges or activity that has been done on my account. That is where I saw those charges on my account - now it appears they have blocked me from viewing that as I cannot see it. Anyway when I get my statement with that charge in it I will sent that to you along with the check that was cashed. What I have a hard time understadning is TW sends out these statements so you could think that they have access to these and our accounts. So I am unsure why that is needed. It is funny that each time I called the TW rep they could see the charge on my account however the complaint department cannot see it??

When I get my statement which should be in the next few days I will get that to you along with the check that was cashed by the TW Contractor ******* employee ******* ****** for $140.00. 

This complaint remains unresolved.  

    


Regards,

****** *******

Business Response:

The customer has provided the requested information. We have been able to get the money back to the customer since the work done should have been billed and not collected by the contractor. The customer has our contact information should she need further assistance.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Continuous malfunctioning with equipment installed to upgrade system for Digital Services has required and continues to this date(02/02/2015)to cause frequent requests for repair to TV DTA's. I have been asked on numerous occasions to attempt to mechanically repair problem issues via phone with individuals attempting to give directions to no avail. I have continued to have ongoing issues with my Time Warner services.

Desired Settlement: Have full satisfactory services restored without problems. I am not currently receiving full services as contracted due to continuous issues with equipment.

Business Response: We have been in contact with Ms. ****** and have worked out a resolution.  We have discounted her monthly bill and given her direct contact information to our office should she need further assistance. 

2/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for TWC Internet Wednesday Feb 11. They said that it would turn on the following Wednesday. They then said my service was already on and I could do the quick connect myself, and that I could have the modem mailed to me by Fri the 13th and that I'd have Internet on Friday instead of Wednesday , but I picked it up instead. When I connected it, I called and activated it twice and then they told they had an appointment scheduled for sunday to turn it on, that I was never told about. I called back 2 more times because I was hung up by someone that barely spoke English. all they said was sorry, your appointment is Sunday, in an indian and Hispanic accent.

Desired Settlement: Better customer service. Customer service representatives that speak English. Correct information of when services will be installed. Notification of scheduled appointments.

Business Response:

We have left messages for the customer with corporate contact information should he need anything further.  We do apologize for the mis-information he was given when connecting his services with our quick connect process and with the delay in getting it working.  Credit was given for the services through 2/15. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******

2/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been paying a Time Warner internet customer for the past 6+ months. During the past 6+ months Time Warner has not provided reliable internet connection to my home. I have never received the download speed which I am paying for. I have had multiple service technicians out to my home. The service technician will repair the internet connection and I will have a working internet connection for a short while (though not at the full speed for which I am paying). My home internet is currently not working. After once again being on the phone for 45 minutes with support, they told me they could schedule another technician to come out in 3 days! This is unacceptable. Modern communication and commerce require an internet connection, to be without the service which I am paying is unacceptable.

Desired Settlement: Time Warner to provide service and connection speed for which I am paying. Refund for any service not adequately provided.

Business Response:

We’ve been in contact with the customer and are working with him to resolve his intermittent internet issues. We’ve also credited for the service for the times when a workorder was set up and will continue to do so until we have it working.

1/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1-1-2015 In late june / early july, I moved from a home to an apt and i had direct tv at the time. I was looking to move the satellite cable with me but looked into other options. I saw time warner had a package deal for bundled cable and internet. The price was approximately 90 bucks. I decided to go with them. After i moved in say a day or two, We had received the box with receiver and internet as planned. They told me that the internet was cable was active and they had it ready for us to just plug and play. That was not the case. We connected the internet box and the cable and had no signal. We called time warner customer service and they said that they would have to send a service call for technician to come out and it could could take a few days . So we did not have internet or cable. that we needed for several days. Finally we were able to get it set up. we got the first bill for July and it was $139.80. I was told when we got service the bill would be $114 to $117 they changed my plan services from what we agreed. i called and she said i was getting a better deal but i informed here thats not what i signed up for. she told we that would correct it and she told us we could add another box for .99 a month for basic channels or add another box for $12something for all the channels on our package. so we ordered a 99 cent box. The box never came. a month later my boyfriend called and requested the box again and the person on the phone verifed a 99 cent box to come in the mail which did finally after some time. The Aug bill came in and it was $127.36 i Do not recall what happened over the phone but i know i complained because the bill was so high. i ended up paying $119.55 over phone. every month the bill continues to climb. its never the same. I keep getting lied to. I just got the bill for dec and it was $143.97!!!! I called and they told me that my account was audited and that i had a 12.75 box and i wasnt being charged previously... i never ordered an extra 12 dollar box! I never had an issue like this with direct tv. i need the bill to be what i agreed to or i demand a refund and i will get cable somewhere else.

Desired Settlement: i need this fixed asap. i dont think i can keep the cable here because i been lied to every single time. i need a bill thats the same every month and correct from what i had agreed to in the very beginning not something that i agree to and then once i have service, have it changed at my own expense for the same channels

Business Response:

We’ve been in contact with the customer, and started over all of their promotions for the next 12 months except for the Showtime which is over in July.  We’ve also applied a manual monthly adjustment that will make their base monthly rate 114.00 + tax, barring any rate increases on fees that aren’t covered by the promotions. They have contact information should they need anything further.

1/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From Oct 9 2013 Time Warner Cable has billed me for a service I do not have (Starter TV) This service was added without my consent.

Business Response:

We have been in contact with the customer to discuss. The customer had Cable, Internet and Phone services. In October of 2013 the customer requested a downgrade. At that time the services were downgraded to Basic Cable (Starter TV) and Standard Internet. The customer has received a bill every month since the downgrade that shows they are being billed for the cable and internet service and has paid the bill with no question. We have a 30 day billing dispute policy and this dispute well exceeds that time frame. We have advised the customer on how to view the billing dispute policy and as a courtesy we have provided 1 month of the Starter TV credit.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******

1/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My bill has increased by about 75% over the past 6 months. When I called to ask why I was told my promotional period had ended. I informed them that I wasn't on a promotion program and that I made sure and asked at the time of sign up if my charges would ever go up. They then told me I could take a promotional program that was more than $50.00 more than what I had originally agreed to. Even then the promotional program was for a year.

Desired Settlement: I would like a refund of the deliberate overcharges and immediate shut off of all services from Time Warner Cable, Plus a $500.00 penalty for overcharging me by almost 100% more than comparable providers with comparable plans.

Business Response:

The customers promotional price expired. We are happy to review current promotions that we might be able to extend to the customer but they will start from the date the promotion is applied it will not be retroactive. No credit has been applied to the customers account for lack of justification. We left a message with our direct contact information should the customer want to take advantage of any eligible promotions.

Consumer Response: Complaint: ********

I am rejecting this response because:
I made sure at the time I asked for services from TIME WARNER to ask if this was a promotion price or a regular price. I was very clear in telling them at that time I didnt want to sign up if my bill was going to magically go up one day. I was given verbal acknowledgement that the agreed upon rate was a regular rate and not a special promotion. THIS IS BY TRUEST OF DEFINITIONS A BAIT AND SHITCH. Very dishonest buisness. To this date my service is still connected even after I have told a rep for Time Warner and the BBB I wanted immediate disconnection. I will not be responsible for any charges after 1-12-2015. This is by far the most dishonest business I have ever dealt with.



Regards,

Gary Donaldson

Business Response:

Our original response still stands. If the customer wishes to disconnect he will need to return his equipment to the lobby the disconnection will be set then or he may call customer service to request a disconnection. If the customer wishes to retain his telephone number with his new provider he will need to keep the telephone active to do so.

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

Complaint: They keep saying we owe then 60 dollars here, 100 dollars there, and I have been keeping track of all my payments. The first month of the service I paid twice for that month due to them saying I owed them a payment for that month, and didn't want to lose my service. They don't send any emails, letters, or call at the right time. When they do call it's at the most inconvenient time possible. I'm a college student, and they either call me first thing in the morning while im in class or when im getting ready for bed. Whenever I try to call them back they don't answer.

Desired Settlement: This to either be fixed, or my service be cancelled and i get a full refund of what i paid.

Business Response: We have attempted to contact the customer at the number provided to explain the breakdown of the billing but no one answers and there is not a voicemail to leave a message. The customers bills print on the 25th of each month with a due date of the 14th of the next month. At the time of install on 7/05 the customer paid the $50.00 deposit only and not the 1st month of service so he was billed for the 1st month of service due by 7/25. Please see the following break down:

07/05 $49.53 DUE 07/25 PAID 07/22
07/25 $52.99 DUE 08/15 PAID 08/27
08/25 $60.83 DUE 09/15 PAID 10/01
09/25 $60.83 DUE 10/15 PAID 11/15  
10/25 $60.83 DUE 11/15 UNPAID

On 11/25 a new bill will generate that will be due 12/15 and the customer will be past due again because the 11/15 bill is still unpaid. Our customer care is open 24/7 if the customer would like further explaination of the break down. Our records do not indicate a payment in September. If the customer has bank records for a payment in September he may submit those records so the payment can be located and applied to the account.

Consumer Response: Complaint: ********

I am rejecting this response because:
I was told the 50 dollars for the first month was not a deposit due to automatic payments.
Regards,

****** ******

Business Response: The customer is not on automatic payments. The deposit remains in place for 1 year of good payment history then it will be refunded to the account.

1/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2011 I returned a cable box to this location. Now in 2014 , I have moved out of state and cancelled my internet and they are saying I never returned the cable box and are expecting me to prove I returned it or pay $240.00

Desired Settlement: I would like this to be removed from my account, and closed paid in full without it ending up on my credit report as delinquint

Business Response: Our records indicate the customer had 3 digital cable boxes and returned 2 in 2011. It is possible the customer may have swapped out a box at one point at the ****** Rd address because this box transferred to the ****** Ln address when the customer moved. We have placed the box in lost status and removed it from the customers account.

1/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable is running a little scam when customers cancel their service. On November 22, 2014 I cancelled my service with TWC because I moved out of state. My husband then returned my wireless modem to the Killeen, TX location shortly after. I have since received collections notices saying that I owe $101.00 for an unreturned modem. I contacted TWC Customer Service Billing and they stated that they have no record of my modem being turned into them. They even told me that they gave my husband a receipt for the modem. My husband told me that at no time was he offered a receipt and when he asked for one, he was told "you're good." This apparently is not the first time this has happened. After speaking with friends in the area, they told me that when they cancelled their service and turned in their modem they were also charged for them. Customer Service told me the best they could do was "investigate" and in 5-7 business days they would tell me the outcome of the investigation. I asked what happens if they are unable to locate the device and the customer service rep told me that I would be held responsible for the full $101.00.

Desired Settlement: This is completely unacceptable and shady behavior. What I find more disgusting is this particular area services primarily US Army service members. TWC is a terrible company for service and this was the final straw for me. This needs to be investigated.

Business Response:

We have contacted the customer in an attempt to resolve her concerns. Time Warner Cable's system is set up to automatically print a reciept when equipment is scanned in or out. Regardless of the customer getting a copy of the receipt, the agent must turn in these receipts at the end of their shift and are kept on file. We have asked the customer to provide us with a date or even day of the week that the modem was returned or a description of the agent who took the modem from the customer. The customer 1st stated that the modem was returned the week after Thanksgiving within 7 days of her requesting the disconnection. When the customer was advised that the recorded call of her requesting disconnection was on 11/10 she then stated that the modem would have been returned within 7 days after that.  If the customer can provide a date the modem was returned we can pull the reciepts for that day for all of the agents working in the lobby that day. With out this information we cannot move further with assisting the customer in locating the lost modem.

Business Response:

Our original response still stands. The customer will need to provide a date of return so that we can have someone manually review all of the receipts for that day. As previously stated even if the customer was not given a receipt they are automatically printed and the agent must turn in all receipts at the end of their shift. We have checked warehouse and the modem is not in inventory. Without a date of return we cannot assist the customer any further with investigating the lost modem.

Consumer Response: Complaint* ********

I am rejecting this response because:
TWC has the worse customer service I have ever had the displeasure of coming across. I will be contacting the local newspaper and other media outlets to shed light on how Time Warner Cable rips off local service members and veterans.

Regards,

***** *********

12/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon moving our of **** ****** *****, Waco, TX *****, I provided the Time Warner equipment back to the company; apparently, Time Warner has a history of losing customer equipment receipts, and they cannot settle the items or keep their records straight. I have on NUMEROUS occasions attempted to get this erroneous outstanding debt settled. I keep receiving debt collection notices and I have already tried to contact Time Warner to try to straighten this out, but to no avail. I do not owe any equipment, nor do I own any monies; I have already provided the equipment. The debt collection notices are negatively impacting my credit score. I spoke to a customer service rep and she promised to contact me; however, she has not done so.

Desired Settlement: I would like Time Warner once and for all to acknowledge that I returned their equipment and that I am not responsible for them losing any equipment and/or receipts. I want the debt collection notices to stop.

Business Response: We have removed the router from the customers account.  I updated the bill to address and he will be receiving his refund.  Customer was contacted and informed. 

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

Complaint: I signed up for a bundle with a promotion for a free laptop computer. I always make my payments on time and I was surprised when I received a bill for a $600 outstanding balance. When I called to dispute this bill, a Time Warner employee informed me that there was an error in their system. Even though they could clearly see where I signed up for the bundle, for some reason they were charging me a la carte for each of my services. After fixing the billing error, I inquired about my free laptop and no one could give me a straight answer. I was transferred to several departments and ultimately an employee told me they would call me back when the issue was resolved. No one ever called.

Desired Settlement: I would like the laptop computer, as promised.

Business Response: We have been in contact with the customer to address his concerns. The customer has our contact information should he need further assistance.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ****

12/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a customer who is currently paying $80/ month for internet speeds of 50mbps download and 5mbps upload. However, the download speeds that I receive rarely leave the single digits. I have called several times and have had several appointments made to resolve the issue, none of which have fixed the problem. The first phone call was a simple walk through and resetting of the modem itself. After seeing no change, even after talking with their "Advanced" technical support, an appointment was scheduled to come and troubleshoot the issue in person. The technician recommended that I swap the modem for a different brand, as the one I has was apparently notorious for causing issues. After yet another month with the same issues, I called again, this time explaining that I had already done all the troubleshooting as described before, and wanted to see results. Another appointment was scheduled. This time, the technician was more helpful and realized the issue was within the building's network setup itself. He submitted a "ticket" and stated that he was unable to resolve the issue, but network engineers would be out within the week to resolve it. No network engineers have shown, and yes, my internet speed is still in the single digits.

Desired Settlement: My desired outcome is to receive what I pay for. If you are unable to provide what I am currently paying for, I expect to pay for what I receive. For example, If I'm receiving an average of 5mbps download per month (10% of what I'm paying for) Then I will pay you $8/ month (10% of what I pay now). I know I'm not the only soldier in these building with these issues. The least you can do is provide what we pay you for.

Business Response:

We have been in contact with Mr. ***********.  We are working to get this issue resolved with our technical operations center.  We have informed Mr. *********** that we will adjust his bill going forward until the issue is completeley resolved.  He has my direct contact infromation should he need further assistance or updates. 

11/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Approximately 2-2.5 months ago, our new neighbors had Time Warner Cable installed. A few days following, our TV service, as well as neighbors on the other side of us started experiencing pixelating, freezing up of picture, etc. I gave this problem a few days to correct itself. When the problem continued, I called TW and a technician came out. He did not think the problem had anything to do with the new hook up next door. We had also experienced cooler weather and I told him that the problem seemed to be early morning and when the day started to warm up, the problem went away. He agreed that this could be the problem and that possibly an amplifier needed to be replaced. But since the tech was not detecting a problem at the time he came out, he said he would enter his findings in the notes on our account so that if we had to call back, the information would already available. Approximately 2.5 weeks ago, probably the last week in September, the problem started up again, intermittently. Again, it was early morning, 6:00 a.m.-8:00 a.m. I called TW on Nov. 5 and said that I had not been able to watch channels 1200, 1215, or 1244 because of freezing up of picture, pixels, etc. but now during the same morning hours, on those channels, the screen was black, no picture at all. The person I talked to on the phone said he did detect a weak signal. A tech came out Sunday, November 9. I had taken a video of the problem, but he said he knew what I was talking about. He said he would have to call the Network Dept. and they would have to search for the problem and it could take up to a week. The amplifier still has not been replaced. Yesterday and today, I have the same problem, except now I cannot get any local channels at all, 1209 or 1205. I called ***** ***** in Austin 3 times yesterday. The third time I left a message, but did not receive a call back. In short, I cannot watch most 1200 channels from 6:00 a.m-8:00 a.m.

Desired Settlement: I want to be able to watch all of the channels I am paying for monthly. I am tired of the lack of communication between technicians and people I have to talk to on the phone. I also want credit for 3 weeks of services, 2 hours for each of those days.

Business Response: We have spoken with the customer and she confirmed that the technicians on 11/12 and 11/13 have fixed the cable service issues.  We have also credited the cable service for 24 full days.    

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ****

11/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We signed up online for ultimate internet service from TWC. They had a promotion running offering a Dell 2-in-1 laptop for switching providers, which we were eligible for. We signed up, received our modem and internet was up and running. A week later I call their customer service # to ask about the laptop that was offered and the rep told me I was registered and my voucher would not arrive until I paid the 3rd bill. I paid the 3rd bill, no voucher. I called up again, they said everything was in place as it should be and put in a claim to management and I would get a call back within the beginning of the week. End of the next week came, so I called again...they put in another claim, and I'll hear back by next week. It's next week, I called today and was told I became ineligible, for failure to register within 30 days...but their rep told me I registered in the first week!!!! Where is

Desired Settlement: Uphold your end of the bargain. Send me my Dell 2 in 1

Business Response: We have been in contact with the customer and after manually registering them with information they provided to us, they will be receiving the Dell 2n1 laptop with the next shipment that is sent. 

11/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Services were installed on September 27, 2014. The services have not worked properly since installed. I have had numerous technicians out to my home to "fix" the problem that has never been corrected. I have called The "Executive" office and spoke with *******. I asked for something in writing stating that my Time Warner services are not working properly because I told her that I need this for Central Texas College. I am paying for classes at CTC and with my services not working this is messing with my courses. I am paying Time Warner for internet services that are not working.I have not received anything from her. When Rachel contacted me it seems as her concern was she has spoken to me before on my husbands account. Which was about the same problem. Internet not working. This internet issue has been going on for 1 year now. I was told by a technician it was because I/we were on the Military base but now I am off the base the problem is still here. The executive team is NOT here to help anyone. I have always been treated as if I am asking for free services instead of trying to come up with a solution to the problem. I feel like I am being made to defend myself and I am the one having to pay. I disconnected Time Warner's phone and TV services as of 10/14/2014 because of the services not working properly. Saturday October 11 and Sunday October 12 the phone services were completely down as many other days the phone was not working. Many other days the TV would scramble and not work after the 2nd technician came out. The lead Tech seen that my internet services are not working properly and on his end they were reading that they were working fine. After dealing with the Executive team it's makes me not want any of Time Warners services. It shows that they don't care about their customers but they should think if you have no customers you have no business. I know losing me as a customer does not matter but think about other customers. Don't be so quick to think someone is trying to get something free or less. My neighbors have came out on number occasions to ask the the techs who are at my home Whats going on with the services so I am not the only customer complaining. I have had Time Warner services before and I have NEVER EVER experienced the problems that I am having now or have experienced over the last year or 3 weeks. Again I have disconnected Time Warner's TV and phone and I still have the Internet which I am hoping it will be fixed soon. It comes in and out AND it only works in 2 rooms in my home. I was told to purchase more equipment. Why? I never had to do this in the past. I was given 1 price and now that I disconnected the 2 services I am given a different price and I was told I have to pay $39.99 for someone to come out to disconnect something pertaining to the TV and phone. WHY? It's not my fault services are not working in this area. I loved my TV services with Time Warner and it has NEVER been a problem. Due to it not working now I am STUCK with ****** ** (which I hate already) because the problem couldn't be fixed. The phone has NEVER been an issue either because I only used it for emergencies. I am not sure why it would work and my only guess is because the internet wouldn't say on.

Desired Settlement: I am not sure of the outcome at this time besides getting the internet working properly. I think Time Warner should show that they value their customers and not treat people like crap. I have been having the same problem for exactly 21 days and the only thing I have been offered is to disconnect services. This may be funny to most but I am serious Whoever is in charge of the company should be on Undercover Boss so he or she can see what's going on within this company and customer service. I use to get the best service now it shows the workers just don't care.

Business Response: The customers problem as described by the customer was an intermittent problem. Meaning it did not consistently cut out. It is very hard to determine an intermittent problem. For this reason the customer was given direct contact information to the field management team and the executive management team so that a technician could be dispatched out when the problem arose. The customer has not contacted us back regarding service concerns so we cannot repair a problem we are not notified about. If the customer would like assistance with getting the services repaired she will need to get in touch with the contacts given to her to do so.

Consumer Response: Complaint: ********

I am rejecting this response because:
NO ONE has sent me a letter by mail NO ONE has come to fix the internet problem yet. I would like to speak to someone higher than the "Executive" teams office. I have video of the service so this can't be denied. I can be reached at ************ 
Regards,

****** ********

Business Response: Unfortunately there is no one higher than the Executive offices. There is no letter to be sent we are a service provider not a utility company.  We cannot repair an issue that we are not notified about and the customer will have to meet with a technician to repair. If the customer is experiencing service problems she will need to contact the numbers provided to her so we may meet with her to get the problem addressed.

11/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint against Time Warner cable and **** - We had a terrible storm in the Waco area on Thursday October 2, 2014. The utility pole in my back yard was broken at the ground by the high winds. The broken pole resulted in cable wires, phone wires and electrical wires being on the ground in my yard. **** and ***** both came out to look at the pole, then making the decision that the pole was to be replaced by ****, which they did replace a week and a half later. Time Warner was also contacted but did not come out to look at the problem. Both **** and ***** have unhooked their wires from the old pole to the new pole, Time Warner has not. They always have some excuse. The old, broken pole is “tied” to the new pole and is pulling it forward. When I called **** about this problem, they told me they did not set the new pole (YES, they did put in the new pole. They even came and marked the phone lines with flags and orange paint!! ) I am running out of options. No one seems to think that this is a problem. Both poles are about to fall, pulling electrical wires with it! Neither Time Warner nor **** has done their jobs in order to repair the problems. It has been three weeks now and no results! The downed wires are a safety hazard.

Desired Settlement: Repairs to be completed in a timely manner.

Business Response: We have been in contact with the customer. The lines have been moved to the new pole. The customer has our direct contact information should adjustments need to be made once the old pole is removed.

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We moved into our rental home in June of 2013 and had constant issues with all of our Time Warner services. They finally put us in the expedited plan to try and resolve our issues after having issues over a year. Our services are better now but still not up to par. The only way I was able to get them to put u son the expedited program was to call corporate. I was dealing with a person from he corporate office and was told over two months ago they would call and check in and see about credits for the account. I have yet to receive any calls from anyone and when I called to find out what was going on they said there were no notes on my account.

Desired Settlement: Years worth of credit due to lack of customer service respect and willingness to resolve there issues. I paid for the whole year of service and did not receive what I paid for.

Business Response: We are working with the customer  to resolve their current service credit requests and monitor any service issues that arise.  They have direct contact information should they need anything further in the future. 

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For several months now I have been having random modem disconnects at all hours of the day and night. I have had service techs out to my house on 28-Jul, 3-Aug, 25-Aug, 14-Sep, and 29-Sep. I have spoken with customer service reps on the phone and online numerous times. Each tech that comes out either says they can't find a problem or tells me I don't have a problem and leaves. One tech said he would put in a main line work order but never did (I verified this with by calling Time Warner). The last tech out replaced everything and said my signals were low; I found it odd how the previous four (4) techs found nothing. I still have the same issues. I have sent Time Warner my actual modem logs for them to analyze. I have kept detailed logs of my own as well saying when the modem loses its signal and what happens when the modem goes down. During one phone conversation, a female service rep for Time Warner even promised me a small credit in the amount of $9 and some change. I have never seen that credit. I contacted Time Warner today (5-Oct-14) through online chat and verified the service dates and that my account has received no credit. I have been lied to by phone reps and to my face by field techs. I use to work for Cox Communications as a Tech Support Supervisor before I joined the Military and I have tried to assist Time Warner in fixing this issue by sending logs and telling them not to send trucks because the issue is not going to be on my end. Now I have a line of dead grass going through my yard because field techs will replace the drop when they don't know anything else to do. I know it costs money to roll a truck and it seems like all Time Warner wants to do is roll trucks to my house just to tell me nothing is wrong. In the meantime, my service is still not repaired.

Desired Settlement: While a credit would be nice, however I have recently reviewed the Time Warner Subscriber Agreement on their website and their policy for issuing credits is honestly insulting considering they are a business with deep pockets. At this point, I just want my service to work like it use to. I am in training a lot and will be leaving for more training and eventually deployment. I don't want to be wondering if I will be able to skype with my Family because the internet isn't working like it should be.

Business Response: We have left a message for the customer advising that we have engaged our Technical Operations Management team and would like to set up an appt to have tech ops supervisor and lead out to see what is going on and what needs to be done to get the services repaired. We left direct contact information for the customer to reach us at to get that set up.

Consumer Response: Complaint: ********

I am rejecting this response because: this has become the standard response from Time Warner when any issue is presented to them that doesn't get solved right away or go away immediately. A Technical Supervisor did come out 2 days ago and speak with my wife and said he would come back and has yet to to return or call. He tried to call me while I was at work but did not leave me a voice mail. Today I was contacted by phone by someone from Time Warner's Customer Advocate's Team that did leave a name and voice mail with a return number to call. I have tried to call back twice and get the same message that "all agents are busy and to please call back later".  My wife tried to call the Technical Support Supervisor today as well at the number on his business card he left, no answer, went to voice mail.

We aren't playing this phone tag game. I just paid my Time Warner bill today IN FULL for sub-standard service. I am still holding up my end of the deal and paying my bill every month. What has Time Warner done for me lately? Nothing. And my service is still messing up.

That that my response.

Regards,

******* *****

Business Response:

The Technical Operations Management team has been involved in repairing the customers services. He has been provided contact information for the Technical Operations Management team should he need further assistance.

10/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently selected a bundle called Best Double with extreme bundle. The website advertised I would receive a Dell PC & Tablet, if I sign up for these package. I called the 1 800 number and the rep directed me to the Dell PC offer website. I placed my information in the website and it said it didn't recognize me for the Dell PC. I then started to Chat with TW reps and after 5 different reps they still could not tell me why I would not get the Dell PC. The rep at the TW center didn't not tell me I wasn't qualified or the criteria. The TW chatters started to say it was only offered to new or old customers that had two or more services. I had two services already, but the started to pass me off to other people - 30 minutes later I'm still explaining the same dam thing to each of them. I know it is a trick to get people frustrated and lose interest. The website does not provide criterias mentioned by the chatters or the rep at the Austin TW center. In addition, I have reviewed the website and my account and could not find a copy of my new plan. The Austin rep (****) said it would be in my account documents. Unacceptable.

Desired Settlement: I want the DELL PC & Tablet offered with the promotion. If not, I will switch companies immediately.

Business Response: We have contacted the customer and resolved the issue.  Customers package did not qualify for tablet, however we have credited account in lieu of gift card. 

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

Complaint: Complaint DetailsIm so sick of not having service with time warner from the beginning ive had nothing but PROBLEM AFTER PROBLEM! problems with cable not working as well as internet the most... they've given me bad modems bad dvrs! I've had way to any replacements and I have to go to the library EVERYDAY AND THEY ARE CONTINUING TO BILL!!

Desired Settlement: Close

Business Response:

We have spoken with the customer again.  We had been addressing her service issues as they were brought to our attention and crediting the service along the way, which is approximately half of what’s currently been billed.  Since 9/20, the account has been suspended due to non-payment, as there have been no payments posted to the account since the initial installation on 2/26/14.  The service will not be reinstated at this time without a payment made to the account with credit card or cash.  If the account is disconnected, the billing will stop as of 9/20 and a final bill will be printed.  She will be responsible for returning our equipment.  However, if payment is made before the technician hard disconnects the account, which can happen anytime between now and 10/13/14, we can reinstate the service and would be willing to have a technician work with her on the service issues that remain.

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

******** ******

10/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We recently (2 months ago) moved from bastrop Texas to Canyon lake Texas, We have been clients of Time warner for several years. We learned at the time of our move that Time Warner Did not service the area that we were moving to. We contacted Time warner and they told us to mail the company supplied cable Modem, to their Austin Texas address, and be sure to include a copy of our final bill, so it would get credited to our account. We did EXACTLY as they requested sending the modem in a padded bag with a copy of our bill. We thought our relationship with time warner was over at that point, having a Zero balance and mailing back their equipment. 30 days after our move to canyon lake we receive. A Collection Agency letter in the Mail from a company called IC systems alleging that we never returned the Modem, and now it is sent to destroy our credit rating. We received no courtesy call, although Time Warner Had our phone number on record for YEARs and nothing in writing stating that the Modem was not received or they could not find it. 1. We called on september 10, 2014 And spoke to **** operator # 1R4. To start an investigation as to the whereabouts of the missing modem. He assured us he would investigate and get this resolved 2 we called again on Monday September 15 and the investigation was not correctly started at that time we spoke to ***** Operator NDZ. She assured that this would be cleared up and promised a resolution and phone call within 24 hours. 3 we received NO phone Call. 4 called back on September 17th and spoke with Dan transferred us to Supervisor **** in Austin. He said he would try to locate the modem himself. At that point we decided that the hassle of repeated call backs and no resolution that we would just pay the $90.74 and **** stated that they would send us an email releasing any further collections and stating that the account was paid in FULL. 5 we received No email or letter as promised. Very dissatisfied with their unprofessional and unethical collection practices

Desired Settlement: This should not go on our credit as a collection because we 1. Paid the Modem Cost anyway. 2 should never have come to this as a courtesy phone call would have avoided the whole situation.

Business Response: We’ve spoken with the customer and the 90.74 they paid to clear the account will be refunded back to their card within 4 business days.  The account has been cleared and the collection agency updated.  A letter will be sent from the collection agency to that effect, and their credit will not be affected. 

9/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: While residing at **** * ******* ***** ******* ** ***** I purchased cable service through Time Warner. After a few months of poor service, I terminated my account. At the end of summer 2013, I returned my equipment to the ******* ****** location in Austin, TX. I was not provided with a receipt at that time and was told that my account would be updated and there was nothing else that I needed to do. In December 2013, I received a notice from Time Warner that my account had gone into collections for unreturned equipment. I contacted their customer service line and at that time, I was told that I did not have any charges showing on my account and that this was an oversight on their part. They let me know that everything would be taken care of and that if this had been reported to the credit bureau, it would be promptly removed. I never received any documentation stating that this matter was resolved. They had indicated that they would be contacting me within a week; however I was out of the country and was unable to call them during that time. I never received a voicemail or piece of mail from them. Having not heard anything for nearly nine months, I assumed that this issue had been resolved. I then received a notice from a collection agency indicating that I owed money to Time Warner for unreturned equipment. I contacted Time Warner immediately and they indicated that there was nothing found on my previous account and that they had no proof that I owed them any money or equipment. The customer service agent told me that in order to resolve this I would have to contact the company because I no longer held an account with them. Upon contacting the company, I was told that I had to write a letter disputing the charges. I have no documentation proving that this charge is invalid, but I know for a fact that I do not. Time Warner cannot provide me with any documentation proving that I owe the amount that they are requesting. I would assume that as a collections agency, the company reviews and checks the validity of the accounts that they receive prior to attempting to collect a debt. I do not know how long this account has been in their hands, but I have not received one phone call or piece of mail from the company either. All the while, this debt has been sitting on my credit report.

Desired Settlement: I expect that after this is brought to their attention that this information be removed from my credit report. I do not want it to say "resolved" on the report. I would like for it to be taken off since it was never a valid debt to begin with. I would like this to be done a swift manner.

Business Response: We have received notification from *** that they have removed the account from collection and are sending ***** a letter notifying her.  ***** has my direct contact informaion should she need any further assistance. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ***********

9/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Initially, I looked for a better service and better prices. While surfing, I ran across their site offering a free dell laptop for switching and WiFi hot spot. I ordered service for phone, cable, and internet. The sales person said that it would be 139.00 on delivery of service. When the technician arrived he called to the residence and asked if I was aware that the fee for installation was 250.00. I informed him that I was not aware and he then suggested that I contact Time Warner Cable. I told them that that was not what was told to us and that had not been agreed upon. I informed them that the sales person said that the 139.00 would be my first months bill and that was fine. She said that due to my credit score I was required to prepay. When I contacted them about the fee that the technician had told me, they apologized and waived the fees due to bad installation ( the technician left without completing the installation as required).They said my next bill would be 139.00 and taxes and fees would be approximately 167.00. That was fine. However, then I realize that there is something wrong with my cable and I call to find out. They had turned off my box after about 2 weeks of service. This wasn't acceptable because I had just prepaid for services for 30 days and here it is two weeks later and they are sending me a bill for 293.00. So, I chat and it's not resolved, and I have the transcript from that chat, as well. Then I call in. The sales person that I spoke to told me that they charge over 300.00 in fees for installation among other thing for their service. I told her that this is the first day that I was hearing of this. That I would have never agreed to this. She waived some of the charges and said that if I pay 220.00 by the third of September, that my bill would be still in good standing and that she made a notation on my account of this. She also gave me a promotional ID code for the promotion that was offered to me at the time of the call and said that I need to register the code. I did right away and uploaded the bills from my previous providers because this was required to redeem the dell laptop that was the promotional offer. Then I get an email from Dell stating that I don't qualify and to contact Time Warner with any question I might have. I went into the office to pay the required 220.00 on the 3rd of September and took them the box that I reportedly was having trouble with. The sales clerk that took my payment said that the box was old and out dated. She provided me with a new one and made a credit to my bill for the time that the box was broken and unusable. So the credit applied by the sale clerk brought my balance to 210.00, which I paid right away. I told the sales clerk about the promotional offer and the problem with it. She said to contact a supervisor because that was who handled that situation. Well, within the last two days my internet has been running slowly, and this morning, 09/13/214, I contacted Time Warner's Tech support to resolve my internet connection problems. While it is still not resolved, I talk with a supervisor about them honoring the promotional offer for the dell laptop and the free hotspot as advertised on their website. He, *** ****** *** ****, refuse to honor the promotional offer. I have honored every charge that they have applied to my bill that I wasn't even in agreement with. I have paid out any payment that was required, even if Time Warner had not told me of prior to service, and they are refusing to honor the promotional offers.

Desired Settlement: I want them to honor their offer made and take down anything that they cannot deliver off of their website, like free WIFI hotspot. It is misleading, they let you know after payment is given that the service is not offered in our area. Initially, they never gave me any type of code to receive the promotional offer. I done everything that they asked and then they say you paid us money that you wasn't aware of owing us late, even though I made prepaid payments. I pay for services I haven't even used yet how can it be late. Especially, If I have not been made aware of the payment owed.

Business Response: We spoke with the customer and apologized for the information she had received regarding the billing and promotions we were offering when they signed up.  We have applied a credit for the value of the Dell promotion and will update the customer when the credit is fully posted to the account. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I live in a duplex with a shared attic. My neighbors decided to switch cable providers from ******** to time Warner Cable. On Friday September 5th a time Warner Cable service technician came out to change over their service. During that process the technician disabled my ******** service. I called time Warner Cable immediately when I got home from work Friday evening. I stayed on the phone for over 3 hours trying to get a technician to come back out and repair what he had damaged with no results. Today I have spent over an hour on the phone and still can't seem to get a technician back out to fix my ******** service. The soonest a technician can come back out is tomorrow the 7th between 5 and 7 p.m. At that point I will have been with out my ******** service for at least 48 hours. I am upset with the fact that time Warner Cable did not immediately send a technician back to my residence to fix what they disconnected, especially when the technician was not authorized to disconnect it in the first place. Time Warner Cable should extensively review their policies concerning these types of unauthorized disconnections and make appropriate changes to those policies.

Desired Settlement: I would like to receive a letter from time Warner Cable as a written apology, and explaining the policies that they have changed to assure unauthorized service interruptions are immediately repaired by the same service technician responsible for that unauthorized service interruption.

Business Response: We have spoken with the customer and apologized for accidentally turning off his services and taking longer than normal to repair them.  We appreciate that he let us know that the operating procedures we have in place for a situation like this were not implemented properly.  We are sending a formal apology letter via mail, and if there is anything in the future he needs, he has direct contact information for the corporate office. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ****

9/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a Time Warner Cable since around 2008. I have only had internet because I attend college online full time. I received a letter in the mail stating that if I upgraded my service with the addition of cable I would receive a free Dell 2in1. I added the cable, had a technician come out, and was then told he could not hook up my cable because he was too old and would not be climbing the ladder. I called Time Warner and informed them and later that evening another technician was sent out. I was suppose to receive over 200 cable channels. The technician completed the cable and I only have the same channels that I previously had for free with the antenna. I called Time Warner back and the technician hurried and left stating that he had some personal business to tend to. I was then rescheduled for another technician to come out a few days later. This means that I have to put all of my errands on hold, once again. Two techs come out and they are coming to hook up internet, guess what; I have been an existing internet cutomer for years. The technicians (2 of them) made me call Time Warner and keep them on speaker phone before any work was done. I was informed by the rep on the phone that I did not have the correct service for the free Dell 2in1 Laptop. I told the rep that I only wanted the upgrade that would give me the free laptop. He said that I had to get a cable box and pay even more money that I was previously told. The first time I was asked to pay 80.00 now I am asked to spend 100.00 plus taxes. Everything is connected after a couple of hours. The next day I call back to find out about the Dell. I was told that I still did not have the correct plan for the free laptop. I had already been made to upgrade my internet and my cable. This time I ended up having to keep my cable and down grade my internet. Guess what, I called back the next day and I am told yet again, I have the wrong plan. I am very frustrated by this time. I told them that ALL I WANT is the plan that gives me the free Dell

Desired Settlement: I have called two more times and now have an extreme bill with a phone service being added.I do not want a phone service. I simply want my free DELL. TV + InternetBest Double with ExtremePreferred TV with Whole House HD-DVR Service:200+ ChannelsSee Included Channels HBO & MoreTWC TV: Watch TV Online FreeExtreme Internet:Up to 30MbpsHome WiFi, TWC WiFi HotspotsFREE Dell 2-in-1 Tablet & PC ($450 Value)FREE shipping if you qualify for a self-install Easy Connect Kit$ 129 99per month for 12 months

Business Response: We have contacted customer and have worked out a resolution.  She was put on a different promotion that qualifies her for the gift card and we credited the customers account for the difference. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** **********

I was given a 300.00 gift card and was promised the rest of the 150.00 to be credited to my account. I am very satisfied with the results and I thank you very much for the assistance. 

8/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable in ******, *****, has been charging us on an ongoing basis for 15mbps speed for internet. We have contacted them 2-3 times about the speed of our internet only reaching 7, at the highest speed. They have not corrected this problem and even provided us with their own speed test to prove the speed is 7 at the best. All of this has been documented because we used their chat line to get the conversation in writing. They are charging us for a service and speed they are not providing. They even came out and looked at our modem and replaced cables underground, but the problem persisted. It was after the repair work that we contacted them several more times about the speed, which never improved. We are getting 7mbps, but paying for 15mbps. Furthermore, a secondary complaint, we contacted them at the end of May 2014 to reduce the price of our internet. The representative told my husband it would be reduced for 6 months. I called in June because the bill was still not what we expected, still higher than they said it would be. The representative reduced it back down and gave me credit for the difference, at which time I voice recordeded her tell the details of what she was doing to reduce our bill for 6 (or 4 more) months. Then in July our bill was more than doubled! It has not been reduced for anywhere near 6 months as they agreed. We were expecting the bill to be about $25 + tax, which would make it about $27.50 or so. I voice recoded the representative in July and made her repeat the entire conversation that it was for 6 months! Then when we called last week, they told us that in no way were we getting that deal and they could only do $33.50 a month. I am furious that 2 seperate representatives told us two months in a row that we would be getting the discounted price of about $27.50 for 6 months and then after 2 months, they jumped the bill up and would not honor their promises. I even told the representative last week that I voice-recorded his co-worker from June 2014 giving us that price and he would not honor what she said. We can even provide our last two months statements showing the deal we should have been getting because it was corrected twice since May and credited to make it right. I can even provide the voice recording of the representative who told me twice in the same conversation it would be about $27.50 for 6 months, including our $5/month modem lease. The July bill is the one they refused to correct and refused to honor what their own representative told us. We are expecting $33.50 at this point because we could not get them to honor what they said, but that is still not right. June, July, August, September, October and November bill should be around $27.50 for 15mbps including modem lease.

Desired Settlement: We want the services as agreed. First, we want our internet speed to be as fast as what we are paying for, 15mbps, not 7. Second, we want the 6 month agreement we established in May 2014. Which is about $27.50 (already including tax) for the remainder of the 6 months through November 2014. If neither can be done, we want a refund of the difference in price for speed we are getting versus what we actually paid for.

Business Response: We have spoken with the customer and applied the promotion for 27.99 for the next 6 months and fixed the last 2 months of billing as a courtesy.  The credits have been applied and will take approximately 48 hours to post.  Also, we have a technician scheduled to come out on 8/7 to take a look at their internet services. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,
******* ** *****

7/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am an existing Time Warner customer, and set up services for my mother and brother at a separate residence from my primary. In January of 2014 my mother and brother moved from that location. My mother called Time Warner to have the services disconnected and was told that it would be taken care of on January 31, 2014. In March she received a bill for services for February and March (they failed to send a bill for February prior to this). Then she received another bill in April for a total of three months worth of service that should never have been billed. Throughout all of this, Time Warner never attempted to contact me (the primary account holder). A month ago I began receiving phone calls from an outside collection agency. Upon contacting Time Warner I learned that they had an incorrect phone number for my mother, had no information on the account regarding my phone number, and had never even bothered to note the account regarding my mother's call to disconnect services. When I explained the situation I was told that because there were no notes on the account they would not correct their billing error. Because my mother has not had a car until recently she was unable to return the equipment in January. I understand those charges, and they were willing to remove them once my mother returns said equipment. However they refused to acknowledge that they had erroneously billed the account, and stated that they had no way of knowing when the services were no longer being used. Having worked in a call center that provides customer service for Time Warner I know this is untrue. They are able to track customer internet usage throughout the billing cycle. They were unwilling to correct their mistake and indicated that their position was that I was lying.

Desired Settlement: I would like the charges for the three months of service after the account was supposed to be disconnected to be removed from the bill. The equipment will be returned by 07/10/2014, and they have indicated that they will remove those charges, but refuse to even make an effort to verify the disconnect request or when the services actually stopped being used.

Business Response: We left a message for Mr. ****** with our direct contact information. Time Warner Cable does not monitor usage. The customer is responsible for returning the Time Warner equipment and requesting disconnections. We pulled calls from the numbers associated with the account and have no record of disconnect request. The stop billing date on the account is 3/14/14.  Mr. ****** may submit proof of his mother and brother moving out of this address to us for consideration of credit.

7/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner is the only company in the area that provides the required internet bandwidth I require, and have paid for. I have had consistent problems with my high speed internet service for 3 years now. I have consistently made complaints to Time Warner Cable Company who has consistently replaced my modem stating that that is the issue. Then the "new" modem presents with the same problem, and another "new" modem replaces the old one. My husband and I have had to become argumentative and aggressive to have a technician sent to our home. Once a tech is sent, they replace the modem and call the problem complete. I have recently opened a tracking ticket number with them labeled as an intermittent process which indicates that the issue with my service comes and goes. The tracking ticket was closed without our permission after one visit from a technician who made some "repairs" which has increased the problems with my internet service. I consistently have to restart the whole long process of trying to get into contact with someone who can actually understand my systems problems. This is not an area wide problem, so we often get low priority service. I have often asked for the number to contact their corporate office and have been refused this information every time. I am paying for, and have been for 3 years paying for, a service which I am not receiving, and am not receiving proper repairs to correct the problems to my service.

Desired Settlement: Desired outcome is for full cooperation and proper repairs to be made, so that I receive the service I am paying for.

Business Response: We have left a message for the customer with our direct contact information. We had the Technical Operations supervisor for the customers area out to this customers home yesterday to investigate the service concerns. The supervisor and his Maintenance technician have also provided the customer their contact information should there be any further concers with the services. The customer may contact us should she have further questions.

Consumer Response: Complaint: ********

I am rejecting this response because: Technical Director was unable to see a problem at time of arrival and has left his number with us. However, when called, he stated he would send a technician as he was not in the area. Technician never showed, and technical director did not answer nor return further phone calls. This is the continued service that we have been receiving from this business.

Regards,

****** ****** (***)

Business Response: The Area supervisor has left a message for the customer with his direct contact information to coordinate repairs. Ms. ****** may contact him back for further assistance.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I have finally received the contact information to the corporate office and it appears as though true and honest efforts are finally being made to resolve this issue. Customer Service representatives refusing to give the corporate number and lackadaisical efforts to resolve persistent technical issues is what led to this method of complaint resolution. I hope to have continued support from this company without having to resort to filing future BBB complaints.
 
Regards,

****** ****** (***)

7/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted TWC to change my phone number and I asked how much it would cost. The lady checked came back on and said it would be free because it was the first time I had changed it. I received my bill and was charged 25.00 after she told me it was free. I spoke with someone online and this is our conversation.*** Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is *** and I would be happy to help you. ***Hi there.***How may I help you today ?*******hello******* I want to know why my balance is so high***I will surely provide you with the necessary information.*** Please allow me a minute, while I check this for you.*******ok***Thank you for waiting.***The monthly rate for your services is $98.98 before taxes and $108.75 after taxes.*******right but you guys are charging me $136.30***I see that you had requested to change your phone number. Is that correct?******* Yes and I was told the first one was free of charge***As you had requested to change the phone number therefore you were charged a fee of $25.*******The lady told me that it would cost me nothing since it was the first time***okay*******I will take it to the bbb, thanks anywayAnd no they have not taken it off my bill and no I will not tell anyone to get TWC because this isn't the first time I have had problems with them

Desired Settlement: I want them to honor what the lady told me and refund the 25.00 plus tax.

Business Response:

We have contacted Ms. ******** and apologized for the inconvenience.  We have waived the 25.00 fee as well as applied a new promotion to the customers account that will be good for the next 12 months.  She has my contact information should she need further assistance. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********

7/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: When I signed up for TWC service Dec 22, 2013., I was told by salesman *** ******* that I would receive a Samsung tablet after 90 days if I opted for High Speed Internet service and paid my bill on time. April came and went with no tablet. I called Mr. ******* and TWC in Waco and was told they would check into it. My girlfriend, ****** P. made telephone calls in May and was told the tablet would arrive in 2 weeks. 2 weeks came and went with no tablet. Jun 17, I called Customer service and talked with *****. He told me that the tablet had been shipped. When I asked for a carrier and tracking number, he was unable to provide the information but did give me a trouble ticket #******** sent to their shipping department. I was then transferred to *****, Operator # KH8, who told me she would get back to me in 48 hours. 48 hours came and went with no contact.

Desired Settlement: Samsung tablet in my hands and personal apology from Margaret *******, Customer Service.

Business Response: A corporate agent briefly spoke with the customer today, but he refused to speak to anyone other than Ms. *******.  We have several corporate agents who handle BBB inquiries and Ms. ******* is the admin who coordinates the paperwork with them and the BBB.  He does have direct contact information for the agent who is assigned to his case, and we will await his call.  We were able to let him know that we no longer have tablets to offer.  Per the Samsung Galaxy Terms and Conditions, detailed on our website near the bottom at http://www.twcbetterreward.com/Terms, that offer was only good for as long as the supplies lasted.  Also, we never did locate his rebate registration information, which appears to be why he did not receive a tablet or gift card in the mail already.  As he had a package that qualified, he has been placed on our exceptions list to receive the alternative rebate, which is a $150 Visa gift card.  The card takes 4-6 weeks to arrive from the date he was added on 6/17.  We are willing to discuss other immediate alternatives with the customer in addition to the Visa card. 

Consumer Response: Complaint: ********

I am rejecting this response because:

 Corporate agent, '*****' contacted me at 1337 June 26 with apologies and excuses but never offered a resolution.  She also left a incomplete message on my voice mail with no resolution.  I called back and left a message on her V/M which has yet to be returned.

 In today's mail (June 26) I received a letter from A. ********, Back Office Supervisor for TWC Texas with apologies for the delayed response.  This letter is in response to TWC ticket #******** which was initiated during my June 17 phone conversation with ***** and Operator #KH8, *****.  I was told then that I would be contacted within 48-72 hours.  The letter is dated June 20 and postmarked June 23.

 This letter also references a $150 VISA gift card and refers to Terms and Conditions clause 'while supplies last' concerning the Samsung tablet.

 Conversation on June 17 with *** *******, sales, revealed that a postcard with a registration number for the tablet was supposed to have been sent to me at the end of 90 days service.  I never received a postcard from TWC.  During my conversation with Mr. *******, he also stated that 4 other customers who signed up at the same time I did have in fact received their tablets.

 I became a TWC customer December 22.  90 days brings us to March 22.  I first contacted TWC in April to find out where the tablet is and I was told then that the tablet had been shipped.  It is now June and TWC has attempted to contact me only because I initiated a complaint through BBB.

 I live in an apartment complex that allows only TWC for internet, television and telephone.  I do not have the option of contacting another ISP.  I signed up for the premium internet service because of the tablet promotion.

 My position remains the same.  Had TWC honored the original promise in a timely manner and disclosed the details of the offer, the Samsung tablet would be in my possession.  I have been in contact with six different representatives of TWC and have not heard the same story twice.  TWC can take the $150 VISA card, go to Radio Shack and buy a Samsung tablet or suitable similar device and deliver it to me.

Regards,

****** ******

A corporate agent briefly spoke with the customer today, but he refused
to speak to anyone other than Ms. *******.  We have several corporate
agents who handle BBB inquiries and Ms. ******* is the admin who
coordinates the paperwork with them and the BBB.  He does have direct
contact information for the agent who is assigned to his case, and we
will await his call.  We were able to let him know that we no longer
have tablets to offer.  Per the Samsung Galaxy Terms and Conditions,
detailed on our website near the bottom at
http://www.twcbetterreward.com/Terms, that offer was only good for as
long as the supplies lasted.  Also, we never did locate his rebate
registration information, which appears to be why he did not receive a
tablet or gift card in the mail already.  As he had a package that
qualified, he has been placed on our exceptions list to receive the
alternative rebate, which is a $150 Visa gift card.  The card takes 4-6
weeks to arrive from the date he was added on 6/17.  We are willing to
discuss other immediate alternatives with the customer in addition to
the Visa card.

Business Response:

We have spoken with the customer again and he has accepted an offer for a check for the amount of the tablet in addition to the gift card.  We are working with him to redo his monthly rate as well.  He has direct contact information should he need anything in the future. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided TWC does what they said they would do.

Regards,

****** ******

6/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my service with Time Warner Cable on March 8, 2014, turning all equipment in to the Waco Office. Time Warner Cable continue to charge me for a service that I no longer have. We literally do not live at the address in which we were receiving the service. I have made three (3) attempts to cancel the service and each time the representative assures me that the service is discontinued. To this date they will not cancel the service unless I give them a pin number that I have no idea what it is and was never asked in the past to offer a pin. The Supervisor, ******* is stating that the process to cancel over the phone is to use a pin, and is not aware of any other way to cancel. Being mindful on March 8, 2014, I did go into the Waco facility, turned in the equipment and disconnected the service. They credited the account in April and May, which gave me a $70 credit (stated verbally), when I received the bill it was an $11 credit. Ok that was fine, I just wanted to be through with the company. Well 4 days ago I received another bill for June 5, 2014 - July 4, 2014 for $60.22. Now, they are saying I did not turn in all of the equipment, so I asked "if I did not turn in all of the equipment then I did I terminate the service and received credit and why are you billing me for service instead of the equipment." At this time I am truly frustrated with this process and ask if anything can be done to resolve this matter once and for all.

Desired Settlement: Cancel the service permanently and refund cash owed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *******

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

Complaint: My Internet is provided through Time Warner. I am constantly having problems with the internet disconnecting. I have been calling in for the past 10 months and this problem is still not resolved. Each time I call in and report this problem, the representative give me the same verbal comments and walk me through checking the internet connection that never correct the problem. I am paying for a service that is not working. I have even went out and bought a brand new computer since I was having the connection problem so much. The problem still exist. Time Warner is unwilling to take responsibility for this problem and look for a real solution. I have taken pictures and recordings of the internet disconnections to show proof.

Desired Settlement: I want my internet repaired. That means a technician coming to my residence and trouble shooting the problem. This includes more than pointing a little device at my house and say "Yup, your internet seems to be working fine." I request a professional expert to fix the problem immediately!

Business Response:

We have been in contact with the customer and are working with Technicial Operations to resolve his concerns. Mr. ***** has our direct contact information should he need further assistance.

4/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hate to say this but where do i even begin... First off I'd like to say I've used this company for almost 3 years if not already 3 years. Up untill a year ago it was the best service i could ask for. To begin i need to explain that i have two account now. my parents address which i lived at up until i got an apartment in march. My first issue was when my bill kept going up 5-10$ every few months. TWC was adding additiononal fees for equiptment and service. When i called in about this i got the run around until finally one gentleman stated he was sorry and gave me a bill credit. However, that isnt when the real issues started. It primarily started when iw as looking at the website one day and realized i was paying 60$ for what i could have been paying 35$ for. So i called in to change my plan, well the Rep. i talked to coaxed me into getting what he said was standard TV in addition for the normal 60$ i was used to paying. I asked him is this just the local channels or the normal cable from back in the day where there was 70+ channels. He insured it was the 70+ channels. However, what i recieved was just local channels that i can get out of a converter box for free. When i called about this they said that he misinformed me that there was nothing that could be done. End of call. Period... Now the big issues start when i am going to add a second service at my apartment. I work at home with a company called Server@Work that requires internet. I called in 3 weeks in advance to set up a service apointment to have internet turned on the day i moved in. After getting questioned about services that i kept saying i didnt want for overr 30minutes i upset the rep and told her "look i already told you what i want and thats it". Finanlly, They said no porblem and asked if i would like to have it installed inside by a tech or if they gave me the box i could do it myself just by connecting it to a line. Well i chose to intall it myself. So i went up to the local office and picked up my modem and went to isntall it. However it didnt work . Big surprise. I called in to find out that my appointment had been deleted and that there was no record in the system about it. Now i am forced to pay to have someone come out and do it even though TWC messed up. I was also told that the account would be linked together. However that is also not true i now have two accounts of which one i cannot get into because it is the same username as my other. Well today when i was talking to someone they said they would have to mail me a letter , I'd have to wait on that letter and then call in have them delete the account and restart from scratch. I'm tired of this , I'm tired of all these extra charges and the poor service i have been recieving . I ended up telling one rep that i was just going to cancel service and go else were . So she got snappy with me and said " well who would you even go to" . Thats none of your business nor do they ahve the right to treat me like that. This is TWC's last chance to fix all of this before i cancel service. I have tried and tried to fix it by calling but they blow it off.

Desired Settlement: I want them to correct my accounts, I want them to fix all these charges, I want the service i was told i was going to get. I'm tired of paying a bill for service that is unacceptable.

Business Response: We have been in contact with the customer to discuss his concerns. He has our direct contact information should he need further assistance.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********** ********

4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Because Time Warner is the ONLY provider for cable/internet/phone bundles in our area, we were forced to use them. It is my understanding that local governments handle the licensing of service to various subdivisions, and my first complaint is, of course, that there is absolutely NO competition in this segment of the market. Obviously, that seems to me a violation of antitrust laws, but at the very least, it has provided a setting for them to provide minimal customer service, at best. That having been said, since the very get-go--June of 2012--we have had problems with them. The installer did not actually even make the initial connections outside the house, so someone else had to come out to do so...it was quite obvious, and absurd that any so-called professional would miss that. There have been MANY billing and service issues--not the least of which is simply the pathetic way that they handle the programming guide, and that absolutely NO ONE can answer you when you call to ask them a specific question about a channel for a particular special program, et.c. None of the issues is life-shattering in and of themselves, but the sum total amounts to simply not delivering the service promised in a quality manner. Then there was the week last fall when our box had obviously gone out; I cannot even begin to tell you how many hours, literally, that I spent on the phone trying to convince them that it was, in fact, a defective box. So they proceeded to argue with me, but I took the box in, got another...and it, too, was defective. I have an extensive background in the use of audio visual equipment, and they, quite offensively, continued to try to convince me I had hooked it up wrong. So after I took that box--which by the way was a very old model, and I was told it was all they had--back to the location on Factory Drive AGAIN, I once again was given another older model box...which was not even HD!! That is not rocket science! Finally, I was able to convince them to send a technician, who came out and essentially said that was all they had, and checked everything out and declared it operable and ok; the fact that it was NOT a current model notwithstanding. The schedule is now fuzzy, but the next day I once again called and said this simply was not acceptable. After I was transferred about 3 times, I finally got someone on the phone who would., in fact, admit that Central Texas was, first of all, the WORST of their service locations, and that they did also get all of the old equipment. Then a serviceman came out and absolutely confirmed that fact...in fact, he had not seen the model they had brought out in a number of years. So I asked him to get me a new one...miraculously he had one! Imagine that. Service since then...just okay...never great. And now, to internet. On at least 4 occasions I have called to let them know that the service was slow. One time they came out and put something on called a "booster," but the speed has never been anywhere close their promised service at my level, which is quoted as 15 mps. Today I used 3 different online speed testers. Not surprisingly, the one provided by Time Warner showed to be the fastest at 4.3 mps for downloads, and way slower for uploads. One of the other two showed 3.03/1.03, and the other was only 1.2/0.87. That is absolutely absurd. Have I been calling all along to complain about that? No...I am just so tired of waiting--like I did today for approximately 35 minutes, and that was after the first person on the phone decided to "test" my modem and ended up turning it off, thereby cutting off the phone, too...not too brilliant. But I have just had it. And absolutely EVERYONE in Waco that I have ever spoken with about Time Warner has said "RUN AWAY" if you have any other option. But do they care? Absolutely not. Their counter clerks at the main location are just plain rude, and every time you call in it takes forever, and you get someone on the phone in Asia somewhere.

Desired Settlement: This service is currently $137.98 per month...certainly no bargain, and absolute theft considering how often it is out or slow, and of course considering their track record of horrible customer service. I would like a refund of the monthly fee for all services for at least 6 months, an immediate increase in my internet speed, via a higher level service or whatever means, at no extra charge, and a reduction in my monthly fees to the lowest current "bundle" price offered. This is a complete disservice to the every customer, and a serious blight on the community to have this type of essentially mandated service.

Business Response: I have contacted the customer and service issues have been resolved.  A credit has been placed on the customers account as well as a new promotion that is good for 12 months.  Mr. ******* has been informed to call us when services are out so we can document and credit accordingly.  He has our direct contact information should he need further assistance.

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

Complaint: On Sunday February 23, 2014, I was conducting research on the internet for my job, when my internet went out. After checking all connections on the modem, I went outside to check the cable. There was a Time Warner Cable technician outside and I asked him if he had disconnected my service. He said it was an accident and would fix the problem. An hour later, not only did I not have internet service, but my Direct Tv satellite when out as well. I asked the technician what happend and he was rude and unprofessional and stated that all I had to do was reset the items and I should have service. Long story short, I had to call both Direct TV and Hughes Net to send out technicians to repair the damage that the Time Warner Cable technician had done. I was without television/cable for 24 hours and without internet service for 3 and 1/2 days.The technicians from both Direct TV and Hughes Net stated that this is common practice for Time Warner to sabotage competitor's service. The technician told me that the TWC tech had disconnected my groundline, disconnected the coaxial ground block, and used the Hughes Net ground clamp to secure his cable. I called Time Warner Cable on the same day to advise them of the situation and they stated that since I was not a Time Warner Cable customer that they could not do anything. They would not take responsibility for the incompetency and unprofessional behavior of their employee. The technician's name was ****** and his number was ****.

Desired Settlement: That the Time Warner Cable company contact me and offer an explanation and apology, that a pro-rated refund be given to me for the disconnection of my satellite tv for 24 hours and my internet service for 3 and 1/2 days, and I want to know what kind of disciplinary action will the Time Warner technician receive.

Business Response: We have left several messages for the customer with our direct contact information. The technician involved is a sub contractor. Ms. ********'s experience as well as requests have been forwarded over to the contracting team to address. Any further communication regarding this incident will need to be between Ms. ******* and DCOMM the contracting company.

Consumer Response: Better Business Bureau:

I have read the response and will await the sub contractor response to my complaint.
Regards,

***** ********

3/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: About a month and a half ago or so, I called to inquire about possibly downgrading my service or finding ways to reduce the cost. I spoke to a representative that was very nice whom stated that he found many ways to cut the cost of my service through multiple discounts from the current $135/month to about $100 total for 12 months without cutting or changing any service. I was very happy, agreed and thanked him. I was so happy in fact that I later called to possibly upgrade to a higher internet speed. By some miracle I reached the same representative who sold me on the $20/month extra upgrade by offering me 3 months free to try it out. The problem began about a day or 2 later when one of my cable boxes suddenly displayed that it was not authorized. I immediately called and spoke to a representative who stated that she saw the problem and could fix it; which she did. I then decided a couple of weeks later that I still needed to lower my bill lower so I decided to temporarily remove my premium channels. I called and spoke to a representative. I specifically asked if it would affect any of my discounts and was told: NO. Then net couple of weeks I somehow noticed that one of the premium channels reactivated. After calling I was told it was done by remote from my house. I had it cancelled. This strangely happened 2 more times before I finally blocked it (although very strange I'm willing to assume it may have been one of my toddlers). The issue is that I have just received my bill and it is essentially undecipherable. However, although they managed to make it impossible to understand the bill, it is clear that I am not receiving the rates and discounts promised on the phone. I was promised $100 per month for 12 months considering that I also removed the premium channels which I was paying $30/month that should mean I should be paying about $70/month for 12 months (not including of course the faster internet upgrade which will add $20 after the 3 months free).

Desired Settlement: I would like someone to go back and listen to my conversations with the representative (as I know you are capable of) and somehow decipher my bill to figure out what went wrong and why I am not paying what I was promised. I believe once it has been established (as it can easily be verified) what I was promised; I should immediately be refunded the excess that I have been and my bill needs to be adjusted to reflect what I was promised. The company needs to honor the commitments made by its representatives. I also believe that some sort of extra gesture or compensation would be appropriate in this case for the added grief which has been caused.

Business Response: We have been in contact with the customer. The customer was promised a rate of $112.71 before taxes with the premium channels. When the customer removed the premium channels this should have brought his bill down to $82.71 before taxes. The customers rate was quoted with only 1 cable box but the customer has 2 cable boxes that have recently been corrected on his account. We have extended promotions to the account to discount the customers bill to $82.71 before taxes as quoted. Mr. ******** should expect to see the bill at $92.39 until the credits for the 3 months of Extreme internet run out. Corrections have been made so that the customers bill that has already printed this month will reflect $92.39 as the balance due.

2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable is in the business of double billing customers on their statements. I was issued a November 2013 bill in the amount of $143.91 due on 11.15.2013, and PAID 11.6.2013. Before the due date, but my November payment was NEVER posted to my account.When it was time for my December 2013 billing statement to come out, I was double billed for November and December 2013. I should not have a bill due until this month (January 2014). They have called me and I have called them and went in person to give the proof of my payment to try and get this resolved with no such luck!My January billing statement says that I owe $302.80. My December 2013 bill was also paid before the due date and they do acknowledge they received it.

Desired Settlement: DesiredSettlementID: Refund Send me a billing statement without the late fees, and with the correct payments received.

Business Response: We are currently working with the customer to lower their rate and upgrade their services.  A technician is scheduled to come to their home today to rebundle the services.  The missing payment from November posted to an incorrect account and has been located and moved to the customer’s account.  They currently owe two months of service, one of which they have already scheduled payment for, and one that will be adjusted to reflect the new rates once the workorder from today is completed. The customer has direct contact information and we will stay in touch until all the issues are worked out.

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my installation account with this company and on the 2nd of Janury I called to have my money refunded and they said it would take about 2 weeks for this to happen. I called on the 4th of January and the person I had spoken to told me that a ticket had not been done for the refund and they proceeded to do one that day. I called on the 21st of January and I was told that the refund was processed on the 18th of January and that it would take anywhere from 7-12 business days for me to receive my refund. This is unacceptable and not according to what was stated to me.

Desired Settlement: I want my money in my account today or I can go to the local office and pick up a check today.

Business Response: We spoke with the customer on 1/22, and let her know that the refund was already processing back to her credit card, which was the quickest delivery method at that time.  We followed up with her 1/29 and she stated she had received it. 

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They took advantage of my mom, they schedule an appointment on Friday, didn't show up then reschedule for her the following week, on a Wednesday. My dad was going to be home to watch my poor little old mom so she won't be alone with some random stranger. Then I heard they told her they were trying to get a number to our access port which they don't need unless they were going to hack our internet. They should have all information when they laid wire and all they do is come hook the internet cord to the side of the house and provide us with a modem. We gone through pacbell, AT&T cox cable, grande. Etc etc. so we know how the routine goes, then when I chatted with a guy from the only department he cut our connection because he didn't want to give out the explanation that they used an excuse to drag their feet and hacked private information.

Desired Settlement: We should get a free galaxy tablet for putting up with their behavior.

Business Response:

We have contacted the customer and the issue has been resolved.  There was an issue with the customers previous phone provider releasing the phone number.  It has now been installed and we are issuing a credit to the customers account for the inconvenience. 

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my complaint is with billing and customer service. I paid time warner cable almost 400.00 to have my services connected that was a old bill and new bill then the next day services were disconnected due to a old bill that they said i had years ago i explained that i had service in my home now before and a old bill was paid and they kept turning off my services so i said i would set up a payment for the supposed old bill that was also over 300.00 and when i missed the last payment they would not allow any arrangments and disconnected my services and when i called to talk to someone in that certain de[partment they were rude and sometimes they even hung up.

Desired Settlement: I would like further investigation into the old bill and just want to talk to a manager and to have cable restored

Business Response: We have been in contact with the customer. We have discussed the balance due at the previous address. We are sending Ms. ****** copies of the bills from the previous address for her review.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** ******

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: was told i would have a refund in 5 to 7 buisness days and its been over 2 weeks on the 19 of nov. i ordered internet and was told to pay a deposit of 50$ and the first months bill i went down to there office in killeen tx and paid the 108.96 i was told to pay. the following monday i received a call saying they would be shutting the service down after i had already paid them due to a bill from 15yrs ago that i did not know was even there. they should have nbever turned on the internet if a ill was owed they ssaid i would have the money put back into my checking act by the wway it was paid i paid with a debit card and was told it would be put back in that way i called today the 17th of dec to find out where the refund was and was told it would be 4 to 6 weeks to receiev a check on the 6 of dec i was told i would have it in my act no later then the 11 of dec i still have nit gottten the money back from them.

Desired Settlement: i feel that i am being taken for a ride from time warner due to the fact that if a bill was owed it should have never been turned on in the first place i would like my refund to be sent to me imediatly i am on ssdi and need the money exsecaily considering it was sthere mistake in ther first place we even asked to make payments and the refused to work with us

Business Response: We have apologized to the customer for the earlier miscommunications, but the check that’s already being processed and mailed to them is going to be the quickest way to get his refund at this point due to the way that we currently process refund checks.  We are waiting on confirmation from our banking services department as to when it has or will go out in the mail at this time.  He does have direct contact information if he needs it in the meantime. 

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

**** *********


As I had told the person who had called that due to their negligence I was not able to buy Christmas for my family if tgey would have processed the refund correctly I would not have been going thrue this and would not have had my Christmas ruinrd

12/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I previously had Time Warner internet service at our previous residence of **** ******** *** ******** ** *****. The first week of September 2013, my husband and I cancelled our service which was within our contract and right. I contacted the company via phone to schedule the canellation and personally visited the Time Warner office at *** ** ******* **. in *******, TX. I was told that I would have an overage amount of $57.03 at both the office and over the phone. After a month of not receiving a check, I contacted the same office in *******, TX. After several transfers, I was informed that the process would take 6-8 weeks and that I should wait. The end of October, my husband and I each contacted the company several times. I was ultimately told by a manager named *****, that he would personally follow up with me to make sure that I received the check. I never received such a call. The middle of November, I contacted the company again and was advised to wait another few weeks for the check as they would have to start the process over if I requested a new check. i was told by a female manager that they absolutely could not expedite my check to me. My husband spoke with a male employee several weeks later who informed him that he would request a new check, expedite it, and that we could expect it to arrive within 7-10 business days. It is now the end of December and we have still not seen our check. When I cancelled the service, i informed the company of our new address and several employees have confirmed this is the address on file. My husband spoke with a Time Warner Cable representative today, December 23, 2013, who stated that our check should arrive the beginning of January and that they would never promise a check in 7-10 business days. Time Warner Cable has disgusting practices. As a veteran Army family, I am appalled by this treatment and the essential fraud and stealing that we are experiencing. I will be sure to contact our former FRG so word of this company can be shared.

Desired Settlement: I want an immediate refund of the $57.03 balance that Time Warner has promised us since the beginning of September 2013. I request that this check be expedited and in my mailbox within 2-5 business days as I have no faith in this company. I would also respectfully request a written and signed apology for the actions of Time Warner cable and the distress and burden that has been placed on my family. Without immediate resolve to this problem, I will be pursuing immediate legal action for damages.

12/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Account # ****************. When I moved in July 2013 I set my service to end on the last date of my bill so there would be no refund to either party. I paid in full and received a bill stating I overpaid $1.88. I waited a few months and in October 2013 called to find the status of my refund as I did not receive it. They indicated it was sent October 4th and would take 4-6 weeks. I still never received it and called back a few times. On November 8th they indicated that I should be receiving it again in 4-6 and was given ticket #16020470. I waited again and called 12/13. The first person I spoke with indicated on November 8th the refund was denied. She could not tell me why and transfered me to banking to find out why. The phone rang and rang and no answer. I called back and was transfered to a fax machine. I called back again and immediately asked for a manager. I was never put through to a manager. They just kept telling me the refund was denied because in September it was charged off of my account. I assume because they sent the refund October 4th, but the problem is I never received it. I was told he was looking for a supervisor to speak to me, but in a 37 min long conversation I never spoke with a manager and was hung up on when waiting on hold. I never received a call back and I still haven't received my refund. He also said he could not give me a new credit because it would cost him more than my credit was worth and the credit was already applied to my account. I know it is only a couple of bucks, but it's my money and I have now spent a significant amount of time trying to get it back.

Desired Settlement: I would like the refund of $1.88 resent. My former address is still being fowarded, but my current address is **** **** ***** ******* ***** ******** ** *****.

Business Response: We left a message with our direct contact information. We have cancelled the previous refund and issued a manual refund the customer should receive it at their new address within 7-10 business days. Mrs. ********* may contact us if she has further questions.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** *** ****** *********

12/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Had a work order to shut service off on 11/02/2013. TWC never followed through. This account is in my wife's name And I am filing this complete on her behalf. So she called and was passed around by reps at TWC for well over a hour and half. When it was all said and done she was issued a credit where she was told she would be getting money back. Then yesterday we get a bill for two months of service that was to be shut off on 11/02/2013. I called TWC to address this issue and was just given the run around. And then informed that no credit was issued. Also My wife was told she would get a phone call regarding this issue. This never happened.

Desired Settlement: The credit she was told she would get. in cash or check form. The bill to be credited because TWC did not do as they claimed they would.

Business Response:

Issue has been resolved and customer was contacted.  Billing was stopped on 11/2/13 as requested.  Balance has been cleared as a courtesy. 

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Time Warner to set up services. I had to give them my credit card info and was charged the set-up fee within two days. I called at the end of September to cancel service because I had decided no to move into the house where service was to be set up. I was told to expect a check within 4-6 weeks. I waited patiently and when it still didn't come, I called them back to check the status. It hadn't been processed and was told they would expedite the check since I had been waiting so long. After waiting patiently again, I had my fiance call. He was on the phone for an hour trying to get an explanation and the problem resolved since they didn't seem to be listening to me. When I still didn't receive the check, I called again and was told it wasn't mailed until 11/02/2013. That's over a month from when I cancelled service and requested my refund. It's going on a little over two months now and still have not received anything from Time Warner. Called them back today, 11/26/2013, and was told by the manager that the check had been mailed on the 2nd and to expect it within 8 weeks. I told her I have already been waiting over two months, and this is unacceptable. There was no offer to help correct the situation at all. I told her that I was told they would expedite the check because I have been waiting so long, and all I got back was, there's no note stating this. Still waiting on my refund check after two months when they had no problem taking money in two days.

Desired Settlement: I want people to know what happened. I want all the people involved to receive disciplinary action, including the manager. I want the complaint department to know. I want my money back.

Business Response: We have been in contact with the Banking Services Manager and have been assured that a manual refund has been generated and the customer should expect the refund in 7-10 business days. We have left a message for Ms. ****** with our contact information.

11/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Advertising and sales person selling service claims that any favorite show can be viewed via any Internet connected device. This advertising and sales pitch was clearly used to sell the service over satellite services. After a few months of service it became evident only a very small amount of programming and no broadcast networks were available via the service on tablets in the home. In addition the company charged for installation service in a excessive amount and failed to mention any limitations. Programming available does not play consistently and has constant buffering which issues that are not present with other online video services. We bought their services and paid a considerable entry fee so cannot now simply switch to another tv provider. Clear bait and switch advertising and sales claims and obvious lack of concern for customer satisfaction.

Desired Settlement: I want a full refund of installation fees and service fees to date to apply to a satellite provider for installation and service.

Business Response: We have spoken with the customer and since they are in an apartment complex that’s not as simple to have anything but cable, they have opted to keep our services at a further discounted rate.  We are working with them to get the after tax rate for the next 12 months they would prefer, with the services they currently have, and should have an agreement early next week.

Consumer Response: Complaint: *******

I am rejecting this response because:

The complaint says it was resolved but in fact has not
been resolved at all. 

I am a busy person and they have not been able to follow
up with any proper resolution.

The deal was a classic bait and switch and the services
still don't work as advertised.

I will accept reduced service fees until my apartment
lease is complete and a different service provided can be acquired but no deal
has been offered as of yet.

Thanks

Business Response: We did leave a message for the customer and sent an email detailing the plan for his account that we had discussed with him before.  The customer had asked for a specific price point when last we spoke,  since the services aren’t what he was expecting.  We have been able to produce this price point.  The customer has contact information and we are waiting for confirmation that this will work for him. 

11/15/2013 Problems with Product/Service | Complaint Details Unavailable
11/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Closed my account with this company on 9/5/2013. Paid in full at that time. The company drafted $90.54 in charges not owed for this closed account on 9/18/2013. Have contacted the company 3 times since then and have been assured each time that they are "processing" a refund of these monies.

Desired Settlement: I'd like the money they stole from my checking account for a service they were no longer providing returned ASAP.

Business Response: We have been in contact with Ms. ********* to address her concerns. The refund has been processed to her new address in NM.

Consumer Response: Complaint: *******

I am rejecting this response because the representative who contacted me repeated the same message I've been given 3 times previously--i.e. "We are processing your refund and you should receive it in 2 to 3 weeks."   It has now been 7 weeks since the company was first made aware of this issue.  I am a retired educator on a limited income and while $90 may not be significant to such a large company, it is significant to me.  7 weeks is not a timely refund.

Regards,

****** *********

Business Response: The customers account fully closed on 9/16. TWC holds any credit balances to ensure no 3rd party charges come across for 30 days. The refund process began on 10/18. If Ms. ********* does not receive the refund with in 6-8 weeks from that date a new refund will be issued.

11/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 10-30-13 I called to Timewarner -254-776-1141 at 2:45 p.m. and the Timewarner representative ******* came on the line. I was inquiring for a less expensive price package for my basic cable and basic internet that I had with Timewarner. I have been a Timewarner customer since 1999. I told ******* that I was on a fixed income. She quoted me a price of $ 44.29 for 250 channels and the same internet service. Then, she quoted me a price for $44.54 for cable and internet. I told her I wanted to go with the $44.29 price point as this would reduce my cable-internet bill by 1/2. Then, she said, she could not give the price to me because it was not in the computer. Then, she put me on hold from 3:00-3:10 p.m. while she spoke with her manager about this price. She returned to the phone to tell me she could give me a package for $101.00 or $70.00 and this would include Showtime and HBO. Again, I said I do not need 250 channels, nor HBO or Showtime. I want to keep my basic cable and basic internet for the price you quoted me on this recorded line (TimeWarner was recording); for $44.29. She became upset and said she could not honor that price. I then asked to speak to a supervisor 3 times before she would transfer the call. She then said the last time I asked to be transferred to a supervisor, "OH MY *****! I DON'T KNOW WHY YOU WANT TO BE TRANSFERRED TO A SUPERVISOR AND I AM TRYING TO HELP YOU! JUST A MINUTE! Then, **** came onto the phone another; Timewarner representative and I explained everything that had just happened to me and the rudeness of *******. It is now close to 3:25 p.m. **** said he could give me a price of $70.00; but could not honor what ******* had said of $44.29. I then asked to speak to another supervisor and **** said he was empowered to handle the call. Again, I asked to speak to a supervisor. Again **** said he could help me. Again I asked to speak to a supervisor and this time I was given Will. I again told Will the entire story of what had transpired and I had been on the phone with this issue beginning at 2:45 p.m. It was now 3:40 p.m. Will said he could not honor what ******* had said; but he could reduce my price to $68.48 and give me a $20.00 credit. I thanked him and said Timewarner should honor what ******* said; because I feel that this is false advertising and fraud. I had been told one price and now it is not being honored. I then called the Timewarner office at a number Will gave me and I left a voicemail because no one picked up the line. (1-866-563-6312 at 3:55 p.m. I next called the Timewarner Corporate office in New York-1-212-354-8200 at 4:00 p.m. on 10-30-13. I spoke to **** and told him the situation. He said he would research it. ***** from the region called me at 7:00 p.m. and said she was sorry as to what had happened and I asked her to pull the call and listen to the unprofessional speech of *******. She said she would and that she would call me on the next day. ***** called me on 10-31-13 at 11:39 a.m. and she apologized for *******'s unprofessional behavior on the phone. She acknowledged that I was telling the truth about ******* saying, "oh my *****..why do you want a supervisor when I am trying to help you?" ***** said she could reduce my bill to $68.48; $20.00 credit and a credit for the month of November. I had not asked her for those credits; but for my bill each month to be $44.29 what ******* had originally stated to me. ***** said that was not possible. I then, called back to New York-TimeWarner's corporate office on 10-31-13; 11:57 a.m. and I spoke to Mr. *****. I again told him the situation and he said he would look into it. He spoke with ***** and she called me back and said she could not honor the price that ******* had told me of $44.29..etc. Then, I called back to New York-Timewarner's corporate office and I spoke to Tiffany and I told her the situation. I asked to speak to Mr. ****** ****** the ********* and she told me he was unavailable. She said she would give my message to someone in the office. Today, 11-3-13 at 10:00 a.m. Mr. ****** called me from the corporate office and said that the price of 44.29 could not be honored; but, what ***** had offered me would be the price. They could not go any lower. I said thank you. I feel that I have been treated unfairly and not truthful. Timewarner is not being honest in their business dealings by not honoring what the employee said on the phone. What the employee said; should be honored; otherwise this is defrauding the customer.

Desired Settlement: I desire for the $44.29 to be my bill for my basic cable and basic internet for 12 months as ******* stated to me on 10-30-13 between 2:45 p.m. and 3:00 p.m. I do not want; nor need 250 channels. Thank you.

Business Response: We have reviewed the call and the price point offered was 49.99 for digital cable.  The cable plus internet packages discussed were all over $70 each.  The miscommunication between the customer and the representative was made clear during the initial call when the rep went to add the 49.99 package and the keep the internet at the same rate and the overall package came out to be 105.93.  At which point the customer expressed her confusion, asked for a supervisor and the rep did not handle the call properly after that.  The miscommunication has been explained several times, and we have apologized for the rep’s behavior.  A supervisor was able to bring the customer’s monthly rate from 83.94 + tax to 68.98 + tax for the next 12 months and applied another one-time $20 credit.  After reviewing the call, we applied a month of service credit due to the rep’s behavior.  The customer currently has the lowest 12 month rate we offer for her current services and has been made aware of this by everyone she has spoken with since then. 

Consumer Response: Complaint: *******

I am rejecting this response because:
 During the call the Timewarner representative-******* (10-30-13 from 2:45 p.m.-3:50 p.m.) quoted me a price in the low $40.00's for 250 channels. I stated I did not need 250 channels. I already had digital cable before I called Timewarner. Next, the representative-******* gave me some more options that would include faster internet and Showtime and HBO. I again stated that I wanted to keep the basic cable that I had and basic internet. I also stated I wanted to go with the package that she initially stated to me $44.29 because that would reduce my bill by 1/2. I would not have said 1/2 if she had quoted a different price in the $70.00 range. I did say; "this will reduce my monthly bill by 1/2. The representative then tried again to quote me some other rates for higher packages after I specifically said, "this will reduce my bill by 1/2. She said the computer was not working to give me the rate and she would need to ask her supervisor. I was on hold from 3:00-3:10 p.m. waiting for her to return. When she returned she still did not give me the rate she had stated initially. She became upset with me  for wanting her to honor the lower price she had stated to me earlier and then I had to asked three times to speak to a supervisor. In disgust and total frustration; ******* stated, "OH MY *****! I DON'T KNOW WHY YOU WANT A SUPERVISOR AND I AM TRYING TO HELP YOU!" I was treated rudely, unprofessionally, discourteous, unrefined, crude and flawed. 
Regards,


******* ****

Business Response:

our original response still stands.

10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May I contacted TWC due to an issue I was having with my cable box. During the call I was sold digital phone though I do not need a home phone. But the agent informed me the package would reduce my monthly bill by $50. Upon reciept of my next bill, the amount due had actually increased. I called TWC and after two lengthy phones calls, had to cancel the digital phone and get a new plan that reduced my next monthly bill by $20. Paid that bill on 7/21 in the amount of $166.33. Upon receipt of my August bill, TWC showed I was past due on my July bill. I contacted TWC, logged a case, and faxed my bank statement showing my posted payment. On 8/21 I sent in my August payment of 166.78 which posted normally. As of 9/12, the July payment still has not been applied to my account and I have followed up with TWC 6 times. On 9/12 I requested to speak with a supervisor who after 29 minutes of being on hold informed me he would remove the past due status to stop the collection calls and my issue should be resolved next week. He also informed me my September bill was $180. Inquiring as to the increase, I learned my plan had changed yet again. Enough is enough. I should expect to pay my bill monthly, the payments post, and the amount remain the same unless I request a change. More than ample time has been given to correct these issues. Product_Or_Service: Cable

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my payments posted so my bill reflects a postive status. I want my account amended to show no past due activity so my credit report is not adversly impacted from TWC's error. I also want my plan to be set and secure at a reasonable cost, and to be able to expect it remain unchanged.

Business Response: We spoke with the customer, and discussed that she was never sent to any external collections.  We’ve waived a late fee caused by the missing payment and we are working with our Banking Services department to locate the payment.  A previous representative was able to redo her monthly rate into a rate more acceptable overall for her.  We will update her as soon as the payment is located.  She has direct contact information should she need anything further. 

10/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered service on September 6, 2013. They told me they would install on September 10th and didn't. so I called and cancelled they told me 48 hours I would get my refund. Then i called in Friday September 13, 2013 and they told me they didn't cancel but they would do it right then. They told me I would have my refund in 3 to 5 business days. I called in today Sept 20,2013 because I still have not received my refund and they told me they did not process it and had to do it again. I called back and they told me it was processed Sept 13th again, and now To wait longer. I do not believe they are going to refund my 178.86. I want to make sure this does not happen to anybody else and I want my refund. I have talked to 14 different people since Sept 10th. I feel as they are just not trying to give me my money back. They all have different stories. I have spoke with ****** ********** ****** who said he was a supervisor, **** ** who also said he was a supervisor, **** *, and that is all the names i wrote down did not document every call.

Desired Settlement: I just want the money they took from me 178.86.

Business Response:  

September 20, 2013

 

Complaint Department

Better Business Bureau

**** **** ******** ***** *** ****** ***** ******** *****                                                 

 

 

RE:     ******* *** ********

Complaint #*******

 

It appears that *** ******** has attempted to establish service in the state of Texas. Unfortunately the Time Warner Kansas City office does not handle or have access to Texas accounts.

 

 

Sincerely,

***** *****

********* **** ********

Time Warner Cable Kansas City

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ********


i am trying to find the tx dept for them
















Business Response: We have been in contact with the customer and advised the payment was reversed back to the credit card the payment came from on 9/20 and typically takes 72 business hours to be deposited back into the account. Customer was left our contact number in a previous message if she needs further assistance.

10/2/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In March of 2012 I upgraded my internet package from Time Warner Cable to their Extreme Internet package which is 30Mbps Speeds. I called the hotline number and talked with them for about 45 minutes to finally apply the new service to my account. They added the service remotely since no field work was required. I did not go behind them and check the work because there was no "work" to be checked, as the associate said "We just flip a switch". They neglected to inform me that my modem was not compatible with their Extreme Internet speeds. I use the internet for streaming live feeds of my games. The standard package was okay for this purpose but would still cause latency issues when more "action-based" games were in question. This is the reason I did not check my speeds until recently I have not been streaming my game footage because of Non-Disclosure Agreements and was not allowed by law to do so. I recently started streaming again and noticed the latency issues again so I ran a speed test at both the Time Warner Cable website and a website called *************. Both sites returned a speed of roughly 15Mbps download and 1Mbps Upload. The Extreme Internet package is rated at 30Mbps Download and 5Mbps Upload. This raised a red flag for me as I immediately called and asked if any maintenance was being applied on their end of the service. I then proceeded to follow their procedures of disputing the past 18 months of service charges that I had been paying but not receiving. I was told that it was MY responsibility as the consumer that I should go behind and check the technicians work. I am a paying customer, NOT a supervisor, I should not have to check to make sure that they are doing THEIR job correctly. During this phone call the associates on the line downgraded my internet service to match the speeds that I was receiving at the time of the call, WITHOUT my consent to do so. When I was finally handed up to a supervisor he said that the package showing on my account is correct for the speeds I am receiving. Towards the end of the call I was finally told about the Modem being incompatible and if I wished to upgrade to the Extreme Internet package that I would need to exchange my current modem for a newer one that will support that package.

Desired Settlement: My desired outcome for this is very reasonable and logical. Over the past 18 months I have been paying $20 extra each month for a service I have not received. I would like the $360 dollars to be split up between my account and a refund of check or cash. The current amount owed on my account will be credited from the $360 and then the remainder refunded in cash or check.

Business Response: We spoke with the customer and have credited for the extreme internet for the timeframe it was charged and not able to work due to a non-compatible modem.  $360 + tax.  We have worked out with him to take out the balance due plus next month and then refund the rest to him.  He has direct contact information if he needs anything further.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Currently awaiting a response as to the time frame I will be receiving the refund mentioned.

Regards,

******** *****

10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Multiple service interruptions over the last 18 months on N. 27th St in Waco TX. Many calls to the provider with little or no resolution to service degradation. Tonight, 9.14.2013, notice on cable box stated box not authorized, and provided a telephone number to call, that was three hours ago. I have called and remained on the line for over an hour on a single call. No one has ever answered the call. I logged into TWC and started a chat with a service rep. Service rep logged off with no one picking up the chat. So far have been on the phone or on line for over 3 hours with no response from TWC. Unacceptable service. Or just plane SUCKS.

Desired Settlement: Deliver what TWC advertises. If not publicly acknowledge you can't deliver what you advertise.

Business Response: We have been in contact with *** *****. We are continuously upgrading and maintaining our network which may cause some short  term down time but we have determined to better assist *** ***** with his service concerns we will need to send a technician out to his home to diagnose any service related problems he may be experiencing. *** ***** has declined a technicians visit. *** ***** will need to contact us to schedule a technician visit if he experiences any further concerns so that we may properly diagnose and repair any service concerns. 

Consumer Response: Complaint: *******

I am rejecting this response because: A technician was at my house around 6 months ago.  All the connectors on all cables were replaced, tests were run to verify connectivity.  Every line leading from the main trunk to my system checked out fine.  Everyone I know that has TWC on this section of N. 27th had their wiring and systems checked because of the problems we have been having.  I even replaced my modem and TV receiver to see if that would help.  Every time I call TWC I get the same answer "I don't see any outages in your area, let me reset your cable box".  Hell, I have already reset my cable box and modem when I call, why would I want to do it again?  Would it be possible for TWC to check the main trunk line, servers and routers feeding the north end of Waco?  Problem is not with my house wiring.  An if you do get around to checking into other options, could you let me know, I would like to tell my neighbors.    

Regards,

***** *****

Business Response:

Our original response still stands. *** ***** will need to contact us to schedule a technician visit if he experiences any further concerns so that we may properly diagnose and repair any service concerns

10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have all three services from time warner cable i have called several times due to the three services not working correctly when i call they have told me they are sending someone out when this technician gets to my home they tell me that it is working and to not call again the services are not working the screen even showed the technician that the service is unavailable and he said "it seems to be working to me"

Desired Settlement: ether the service is to be fixed and i am to be compensated for the time that it has not worked the entire time i have had the service or a full refund is to be issued

Business Response: We’ve left messages on the home number 9/10, 9/16 and spoke briefly with the customer’s roommate 9/17, and left another message at her request on the home number, but have not heard back from the customer as of yet.  They have a direct contact number for us if they are still having issues after the last technician was out on 9/12.  We are willing to work with them on getting their services fixed if there is still an issue.  We have also credited the account 162.87 for the service issues since they were installed.

Consumer Response: Complaint: *******

I am rejecting this response because:

no one has talked to me or anyone that lives in my house
that is a lie that you have called me

the world is going to learn not to lie to me
the services still do not work correctly



Regards,

******* *******


Business Response: We spoke to the customer’s roommate again who asked that we call back later in the day, after which we were finally able to speak with the customer.  We have continued to credit the customer as they are having continuing service issues, and have set up for a lead technician to go to the house in the next few days.  We left a direct number, the same as the previous three messages, directly with the customer this time and will follow up when we have more information on when the tech will be out and how much the credit will be for. 

9/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I first started my service with time warner cable august 2012. Originally I only wanted internet, then they told me they could add cable for free so I accepted the offer. Last week I called to pay my bill and it had went from $57 to $82. I called to find out what was going on and I got put on hold and hung up on several times. When I finally got someone they told me the service I had was only 12 months, I never received any email, calls, or billing statements at all. I canceled the cable service because my bill went up, explaining to the rep. I live in the barracks that's to much for me to pay for cable, she said my bill will go down to call and check the balance in two day. I called three days later and my bill had went up to $113, I talked to a different rep. and she told me they charge $39.99 when you remove service. That the second time my bill has went up this month, almost $60 from what I was paying. She then put me on hold and transferred me to customer relations, after talking to him and explaining everything that happen he said all he could do was give me a $20 credit off my bill even after agreeing it was wrong for twc to raise my bill with no notice. I then asked to speak to a manager and they were not able to help me and asked if i wanted to talk to billing again and I said yes. I explained the problem again to another customer service rep. and she told me in a rude manner that I was only looking for a courtesy credit and that she cant help me, after her being rude and not trying to help me I told her I'm filing a compliant with the BBB, and she said go ahead and file your complaint.

Desired Settlement: I would like these extra charges took off my bill, I will pay my normal bill of $57.53, I do not want any further services with time warner cable since they do not care about their customers, their customer service is horrible and rude, and they think its right to raise customers bill without any notice.

Business Response: We did speak with the customer and credited the charges on his account for the change in monthly rate after the 12 month promotional period was over.   He would have been informed when it was added how long the rate was good for, and we are unable to verify what he was told a year ago at this time.  He has direct contact information if he needs anything further.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** *********

9/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I trying to take care long issue with Time Warner cable. In the beginning of 2008 I was pass due on my bill due to the fact that i was in and out the field a lot and my mail was being sent to the wrong address. Once I was able to talk to Time Warner, they were very understandable. They ask that I pay my bill and nothing would be sent to collection. I payed my bill in Apr 2008, plus turned all the equipment in and that very same month they send it to collections. And the sad thing about it is the collection account on credit report shows in good standing the next month but is filed as failure to pay. Then it show the collection data starts in Apr 2008 on my credit report, but the collection account was open 12/1/2007...??? I tried contacting ****** ********** ** (Account ********) ************* to have it removed, but they weren't helpfully. I really would like it taken off my ******** and ********** credit report. I do not have the account number.

Desired Settlement: I really would like it taken off my ******** and ********** credit report.

Business Response: We are working with our banking services department to locate and remove the negative items from our company off his credit report, and have been in contact with the customer.  We expect to have answers from them this week, and will update the customer as soon as we have confirmation.  Once we locate all the information, we can provide them with a letter for their records stating it will be removed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this process is satisfactory to me. Will be completely satisfied once information is remove from my credit report

Regards,

***** ******

9/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I canceled my account for cable television and internet with Time Warner Cable on August 6, 2013, and on the 15th they billed my checking account for $197.76. There should have been no way they they should have thought to charge me. I'm sure this isn't a first time occurrence. With this company.

Desired Settlement: They need to change their policy on charging people after they cancel their accounts. Then thinking its ok to refund their money a week later.

Business Response:

The customer also left a message on the corporate complaint line on 8/22, the day before this complaint was received.  We asked our Banking Services department to reverse the last payment of 197.77 and they put the request thru on 8/22.  It usually takes 2-5 business days for a credit card or bank to receive the money back and make it available to the customer.  He should receive the credit card reversal anytime from 8/24 through 8/28.  The issue happened because he had automatic payment and when the disconnect order was set up, the automatic payment was not stopped manually.  It appears to have been an oversight on one representative’s part.  The autopayment came out on 8/15, and the disconnect order was fully processed on 8/16, although the billing was stopped on 8/6 when it was requested.  We’ve left three messages for the customer, trying to make contact, and are sending a letter today with contact direct information on it.

9/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was promised a credit on my internet service in the amount of 40.00 for modem trouble. When I called back several times, speaking to several reps, it was never noted on my account. I have the rep name and phone number that made the promise.

Business Response:

Applied 40.00 credit to customers account as promised by rep on 8/30/2013.  Contacted customer. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** *****

9/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the last two years, I've had random occurrences of my internet service resetting itself without prompting, generally anywhere from 3 to 20 times a day. The number of resets can vary on a day-to-day basis, but loss of service is all but a certainty in a given 24-hour period. I've made numerous calls to TWC, and the degree of response has ranged from "send employees who aren't qualified to address actual network issues" to "tell me to my face that there are no problems, and to let it go". Putting aside for a moment how frustrating that is, I'm more concerned that there is zero follow-through with TWC. Every time I engage them about the problem, it's like starting over from square one. No one knows about previous visits, calls, notes, anything at all. The bare handful of technicians that actually seemed qualified to look into the problem are mysteriously never allowed to follow up when the problem surfaces again, requiring that the problem be explained again to someone who must now go through the same entry-level steps that have been tried over and over for years, to no avail. I'm beyond being upset at this point, because I can't keep getting angry over a group of people who clearly have no desire to provide good service. I can only hope that my last good-faith attempt to get this resolved here is met in kind, because if it isn't, social media is a powerful tool for informing potential customers of the pitfalls of dealing with this company. It can also be a powerful tool for informing those same potential customers if the problem is actually resolved. I wish to make it abundantly clear that I am documenting these occurrences for posterity. It is my intent to publish an article about these events as they have transpired, and as a responsible consumer, I feel it is my duty to inform others. How that article will be handled depends entirely on how TWC handles this issue.

Desired Settlement: I would like the following to be done: 1) Actually follow through with resolving the problem, instead of making me start over every single time I try to touch base about it 2) Make sure that, if TWC sends someone out, that they are qualified to deal with actual network issues, not simply base-level installations. I know more than enough about that already. 3) Make sure that anyone assigned stays assigned until the problem is resolved, or is promptly replaced with someone who can. 4) See that the problem is resolved or, if it is beyond TWC's ability to fix, see that I am told exactly why that is, in writing, so that I may stop contacting their CSR centers needlessly, wasting both of our time. In addition, 1) If I am told I will receive credits for failing service, I expect to either receive them, or receive some similar recompense. Don't patronize me with the expectation that a placative gesture is sufficient. It isn't anymore. 2) Should you feel the need to assign the regional employee (supervisory position, from his description) named "*****" to this, I will only speak to him through written correspondence, to ensure that any claims on his part (and mine) are thoroughly documented, in case legal action is deemed necessary. I have spoken to this gentleman twice over the last year, and on both occasions, he has seen fit to avoid addressing the problem, adopting a very nonchalant position on the issue, and making every effort to avoid discussing it in detail. If he has, for whatever reason, adopted a position of hostility towards myself as a person, I request someone else assume his responsibilities for this specific issue, as his objectivity may be compromised 3) Should a technician be sent out (however redundant that may be at this point), they should know the following have been attempted multiple times, without success: - replacement modems - replacement cables - checking both computers connected to the modem via ethernet cables - "monitors" which appear to do nothing (I'm being told their office cannot see the resets) - The symptoms leading up to net failure strongly resemble rapidly escalating packet loss - The modem goes through a reset/reboot cycle upon failure, during which time internet and digital phone services are not available. This does not appear to affect television. - The aforementioned modem resets have occurred with multiple modems of both different and identical models, and are consistent with each piece of hardware - Signal strength is generally fine when service is up; however, packet loss is persistent, causing issues with VoIP services in particular - It has been mentioned by previous technicians who seemed savvy to networking that an amplifier out here may be faulty As an aside, I'd like to say that I'm not after money, publicity, or anyone's job. I just want this problem addressed, and either resolved, or a clear explanation in writing why it cannot be resolved. So far, all I have managed to do with repeated CSR calls, technician visits, and social media interactions, is waste my time, and TWC's time. If the issue is unsolvable to the best of TWC's abilities, and they are willing to say as much in writing, I can at least rest easy knowing it need not occupy our time further, and I can stop pursuing the issue going forward.

Business Response: We have been in contact with *** *********. *** ********* is unable to meet with a technician right now to address his concerns. *** ********* has our direct contact information should he need further assistance and to schedule the Service call when he is available to meet.

Consumer Response: Complaint: *******

I am rejecting this response because: Two years of sending techs to my apartment - and starting the same entry-level troubleshooting over, and over, and over - hasn't resolved the problem. Telling me you want to send yet another entry-level tech out here to check all the things I listed in my original complaint (which I listed so we could bypass the steps which have been repeatedly attempted with no success) completely ignores what I wrote here. I want to know why no one is documenting the steps taken, or engaging in followups? I stand by my original complaint that was clearly not addressed here: there is zero followup to two years of ongoing problems. No, telling me "no one else has reported issues" is NOT acceptable. That is insulting. I'm not talking about other customers, I'm talking about my own service, which is undeniably having issues.

I once again ask that the problem be looked into with any (if any) prior documentation checked first, before anyone calls, writes, or otherwise insults my intelligence by starting from square one yet again. I'm tired of starting from square one. It was insulting last year, and it is only getting more so with each passing month of 2013.

If it helps, I shall once again list the issue: the internet will - anywhere from 2 to 30 times a day - drop out and reset, as though the modem were rebooting. While service is active, the bandwidth is generally strong, but packet loss is persistent. Multiple modems have been swapped out, each with the same issue, so that can be ruled out. Cables and connections in the apartment have all been replaced/checked multiple times, that can be ruled out. The box on the building has been checked multiple times, that can be ruled out. More than one technician has, in the past, suggested that the amplifier out here is faulty or otherwise in need of repair/maintenance.

Dropouts of this sort probably don't affect the average user, but my work depends on a reliable connection, especially with business meetings, or streaming media. I have to be accessible at all times via the internet. This sort of thing is affecting my work directly.

I will, for the last time, respectfully ask someone at TWC to take this seriously, and actually investigate it as an issue, instead of just blowing me off yet again. I shall continue reporting this process to social media until such time that it is actually taken seriously. Aside from documenting this long-running incident locally, I find it helpful to have an audience that corroborates events as they transpire.

Business Response:

Our offices as well as our Technical Operations Management Team have been in contact with *** ********* on multiple occasions in an attempt to schedule a time to meet with him to discuss his concerns, but he has been unwilling to schedule any appointments up to this point.

 

Prior to this escalation, we have made multiple trips to *** *********s home and have been unable to duplicate the issue he is experiencing. In order for us to fully be able to assist *** ********* we will need his full cooperation in diagnosing the problem.

 

*** ********* has our direct contact information should he need further assistance in this matter.

Consumer Response: Complaint: *******

******, I have little doubt you are tired of hearing from me by now, and that is unfortunate. I wasn't able to reach you by phone as of this writing to pass along this message, but I understand you are busy.

For what it's worth, I have never placed the blame for this situation on you, nor should that be inferred here. I apologize if, at any point, I have implied that this is your doing. I know you have been helping as much as possible with the information available. Quite honestly, I blame no one, insomuch the CSR policy to treat each incident as though it were fresh and new. Of course, that is another matter entirely, and not the root of this particular complaint.

Regardless, some good has come from all of this. There was a period of time where service was out completely, and since being restored, has not dropped (in ways that were not explained away by maintenance or weather) in the intervening time. It is possible the underlying issue has been addressed, and if that be the case, I'd like to pass along my sincerest gratitude to the responsible parties. I'd be lying if I said I wasn't watching the connection warily at this point, but that has more to do with me being an insufferable curmudgeon by nature, which is not caused by TWC in any way. Frankly, putting up with me for any period of time should earn all involved parties at TWC some sort of monetary award. :D

On a more serious note, I offer the following to BBB as my official response:

"I feel that Time Warner Cable has made a good-faith effort, over the last month, to address and correct my stuttering/packet loss issue, and it has been resolved to (and beyond) my satisfaction."

Regards,

***** *********

8/23/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am suppose to be getting 50 Mbps on my internet! I receive a flux from anywhere between 10 to 50 Mbps! The network is suppose to be allowed a drop of approx. 5 Mbps but no more. I have continually informed Time Warner Cable about the issue several times! They have sent tech after tech to check my house! Time after time the tech has said no issue with my household. I have also changed modems and routers several times because they said that equipment maybe the issue. Actually drove 1 hr 30 mins to replace my ***** ******* ******* Router because they said it was the issue. And come to find out that was a waste of gas and valuable time wasted because the issue still lingers. Technician from Saturday July 27, 2013 stated that the problem was on Time Warner Cable side. That the system needed to be upgraded to provide the proper bandwidth. However, the notes taken by that tech. stated that the resolution taken was replace modem yet another time and set up my ****. But, she didn't configure any settings on the **** just the modem and that wasn't even done properly. Had to call in to have that corrected today on July 31, 2013. I have been on this plan for several months and still have yet to resolve any issues.

Desired Settlement: I would like a refund for my account for all the internet I have been paying for and not getting. On average testing I got from 30 to 40 Mbps per speediest.net (popular internet speed testing site that has no bias). Also, would like the issue to be finally resolved and get the 50 Mbps I have been promised all this time!

Business Response: We have been in contact with *** ******. We are actively working with the customer to address his concerns. *** ****** has our direct contact information should he need further assistance.

Consumer Response: Complaint: *******

I am rejecting this response because:

Reimbursement given however the network issues still remain. Once they have been completed and I am receiving the speeds that I pay for I will agree to a have the case closed.

Regards,

******* ******

Business Response: We are actively working to complete the remaining upgrades for this area. *** ******'s services should have seen improvement by now. *** ****** has our direct contact information should he need further assistance.

Consumer Response: Complaint: *******
I am rejecting this response because: The Internet is just as bad if not worse some days! Ii am still losing a significant amount of my network speed despite being hard wired! This is beyond the point of ridiculous now! 
Regards,
******* ******

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want the channels that I pay for made available again. I was guaranteed all local channels and Time Warner Cable has removed them from their lineup. I'm also paying for ********, and that has also been removed.

Desired Settlement: I want the channels that I pay for made available again. I was guaranteed all local channels and Time Warner Cable has removed them from their lineup. I'm also paying for ********, and that has also been removed.

Business Response: We have been in contact with *** ******. We have explained to *** ****** that we are currently in negotiations with ******** for rights to carry their programming. We advised *** ****** that an automatic credit will apply to ******** subscribers accounts to offset what they are being charged. Time Warner is also authorizing ******** customers access to the ***** channels at no additional charge so they can continue to have access to movies. *** ****** was advised that if he is having problems with his local channels a trouble call will be needed since the channel negotiations in his area are only with ********. *** ****** may contact customer service to set up that trouble call if he choses.

Consumer Response: Complaint: *******

I am rejecting this response because:  I do not want *****, I want ********!!   I have been recording the series '*** *******' which is only available on ********.

Regards,

***** ******

7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have residential and business class service with Time Warner Cable (TWC). I began to work from home on March 14, 2013. Shortly after I noticed intermittent connectivity issues with the internet and phone features as well as occasional lapses in the cable service. The issue was reported for both business class and residential service. Agents failed to properly document my residential account until May 20, 2013. From late March to mid June approximately 10 technicians came to my home for technical assistance. Both modems were replaced, adjustments were made for proper signals to the house be the issue continued. I was later notified by TWC that there was a trunk line issue in my area which was fixed in mid June. On Friday July 5, 2013 I spoke with an agent named Janie who kept me on hold for 45 minutes before I disconnected the call. She called me back and left a voicemail stating that a credit of $87 would be applied to my account. TWC has failed to apply the credit and has tried to settle for a lesser amount.

Desired Settlement: I keep my commitment to TWC by paying my monthly statement in a timely manner. I would like them to do the same by honoring the credit of $87 that was promised to me on Friday, July 5, 2013.

Business Response: We have been in contact with Ms. ******** and provided the promised credit. Ms. ******** has our direct contact information should she need further assistance.

7/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was offered a $200 **** gift verbally by 2 different sales representatives from Time Warner Cable to switch over from my existing TV services through ****** ** and phone services through *******. During our conversations, I was giving several re-assurances that I would receive a $200 gift card for signing up for the two Time Warner Cable services. After I complete the sign up process, I was instructed by a sales representative to wait until I was mailed a redemption code to register for the gift card. After 3 months of new service with Time Warner Cable, I have not received the redemption code. I contacted Time Warner Cable via telephone and spoke to a supervisor named ***. She stated that the offer for the $200 gift card was only valid if I switch over Cable TV, Cable Internet, and Telephone Services together; I already had high speed internet with Time Warner Cable at the time I switched over the TV and Telephone services. She stated that she would escalate the problem to Gift Card Redemption department to see if anything could be done.Time Warner Cable's sales representatives need to be held accountable for their verbal contract agreements with customers. Time Warner Cable must fulfill their verbal contract agreements with customers who are offered sign up incentives.

Desired Settlement: 1. A written acknowledgment of the verbal incentive agreements between myself and two sales representatives of Time Warner Cable. Written acknowledgment that the sales representatives were investigated.2. A written apology for the inconvenience this has caused.3. A fulfillment of the $200 Gift Card offer sent promptly to my home address. 4. A refund or credit for the 3 months of service where Time Warner Cable voided our verbal contractual agreement by not fulfilling their agreements to me.

Business Response: We have been in contact with the customer and provided a credit to his Time Warner Cable account in lieu of the gift card. The customer has our direct contact information should he need further assistance.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ********




















7/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was having trouble with my cable reception back in May2013. The technicians that came out proceeded to completely rewire my home. Still had issues with reception. then other technicians came out and proceeded to rewire more of my home and at the pole. Still had issues with reception. Then other technicians came out and ran wire from the outside pole to my home. I was told that someone would come out and bury the cable within 72 hours. I told the technicians to make sure for the people to call in advance so to make sure someone was home. They assured me that they would. Still had reception issues. I was told to go to the Waco office and exchange the cable box, which I did and my reception issues went away. In the mean time my cable had never been buried inspite of many many attempts to have it buried. I have called and called, I even tried to speak with a supervisor and was told that one wasn't available to me. I was told that they would call me back, I was told that I was scheduled to have the cable buried certain days and that I would receive a call first. I 've never received any such calls never had anyone come out to bury this cable that is strung out across my yard. Its as if they are Mad at me for complaining about my reception issues. I am paying 190.00 dollars a month for my services. I am in a contract. I expect quality service from this business. I have looked for the name and address of the CEO or franchise owners of the business and it is no where to be found.

Desired Settlement: First I want somebody in senior management to contact me with an apology. Second I want somebody to come out and bury this cable, I expect a phone call in advance! I would also like to know who actually is running this business, and the contact information of that office.

Business Response: We have been in contact with Mr. ******* and have buried the drop. he has our direct contact information should he need further assistance.

7/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i was suppose to recieve a 200 reward card never receivied it and twc is not handling the situation in a respectable manner i continue to get the run around every day for the last 3 months

Desired Settlement: i just want my 200 reward card

Business Response:
We have been in contact with Mrs. ****. We have applied a $200.00 credit to her Time Warner account in lieu of the rebate. Mrs. **** has our direct contact information should she need further assistance.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. although i would rather have the gift card the credit is fine i just hope there will be no more errors on our acct.

Regards,

***** ****

7/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with Time Warner to have Cable installed. I was assured by the sales person I talked to that he had reviewed my information and everything looked good. I went ahead at that point and gave him my card information for payment of the the first month bill and installation. I received an email with instructions to call the number in the email to confirm everything. I called and was given the account number and the new phone number and the payment was charged to my card. Which the amount was more than the first person had told me. I went ahead and cancelled my account with century link and directv. I received another email from TWC and called the number again and was told once again that the account had been set up and would be installed the following Monday. I called the Sunday before installation was to occur and was told the account had been canceled. I called the number that was given to me by customer support the next day and was told that since there was an outstanding bill at my residence that I would need to fax a copy of my lease or I could take it to the local office. I took off work early to go to the local office. The person I talked to at the Killeen office was very rude and unprofessional. The end result was that I did not owe TWC anything and if I moved to another location there would be no issue setting up an account. Now I had to go back and restart service with ******* and ******* **** and rack up additional charges to have them installed again. I have contacted TWC multiple times just to get a refund for the service I did not get connected. Every person I have talked to has given me a different story. At some point you have to just believe they are making things up. The last person I talked to stated that a case and never been submitted and that the refund would happen 3 to 5 business days after she submitted a ticket. That has been over a week ago and I have still not received a refund. She seemed to be offended that I inquired about the other customer support reps that had given me wrong information. I should not take over three weeks to process a refund. Seems crazy that they can take your money instantly but they can not refund your money in a timely manner.

Desired Settlement: At this point I just want the refund of $148.88. I don't care to do business with Time Warner any more. Their customer service is by far the worst I have encountered.

Business Response: We spoke to the customer and let him know that the refund has been processed back to his credit card and will take 3-5 business days from July 9th for him to have access to the funds.  He has direct contact information if he needs anything further.   

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ***




















7/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June 29th 2013 I contacted Time Warner via phone ************ due to a significant increase in our last bill from $46 to $57 for 15MBps internet. Time Warner currently runs a promotion 15 MBps internet for $34.99. The representative explained that the promotions on the website are for new customers only. Later on that day y husband contacted Time Warner via chat to double-check, and the representative told him:"Please be assured, you can contact our account service department and they will certainly apply the promotion on the account to lower the bill." He provided the number to contact **************. I have the chat transcript for proof. Next day I have contacted Time Warner and they referred me to an e-commerce department. The e-commerce department took an hour of my time dragging me through an online process, where I logged in as existing customer, which gave me the options to upgrade the speed for promotional rate(available to new customers only!). Unfortunately, since I already have 15MBps, it did not give the option for 15 MBps. The e-commerce supervisor apologized and told me to call ************** for resolution. I called the number again, where the representative told me again that the online rates are available only for the new customers. I started explaining him that when I go to Time Warner site timewarnercable.com, I enter my address and specify that I am an existing customer, the website offers me the promotional rate of $34.99. He interrupted me/yelled at me. I requested the supervisor. He refused my request and hang up. In order to prove my point I went ahead and signed up for promotional 20 MBps rate(which is available to new customers only!).I called back, it was a different representative as usually. I explained my trouble to her. She told that she could offer me a regular rate of $44.99 plus $7 recurring discount, but she cannot do anything at the moment, since I have an order open. I went to pick up the new modem in FtHood time Warner office. I started to explain the whole situation to the representative *******. I pointed that I was able to upgrade for a promotional rate, and she quickly found a response that the rate is available to the new customers and to those willing to upgrade! ******* also told me that the regular rate is 54.99, and 44.99 is a promotional rate. I told her to visit online website and see that promotional rate is 34.99 for 15MBps; but she interrupted me,yelled and accused me of being so stupid. I just picked up my equipment, and went home. I currently have 20 Mb for a promotional price, but I only need 15Mbps. all I need is 15Mbps for promotional $34.99. I've had enough of deceptive advertising and business practices, I refer for help to BBB. If this does not work, I will file an official complaint with Texas Attorney General.

Desired Settlement: 15Mbps internet for a promotional price of $34.99.

Business Response: We spoke to the customer and were able to add the promotion they were looking for, remove the Turbo add-on and backdate everything to when the billing cycle date started for the new rate.  The balance has updated and the customer has direct contact information if there is anything further that they need.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** *****




















6/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In January of 2013 we contacted Time Warner Cable, to install internet and cable service in our apartment. We recieved a promotional flier stating several packages available for new customers. When speaking to representative over the phone, she gave me several options for cable and internet. One such promotion was to get the highest speed internet and cable for free. I requested the listing of all cable channels included in the package. I was assured I would recieve 70 channels and those channels would include, ****, ****, the * channel, in total about 70 channels, which would be available to me for 12 months at a price of about $57/monthly. The other packages offered were out of my budget. When requesting our service we paid a $50 deposit and we would recieve an internet modem. I requested the modem pick-up option at our our local TWC office in Waco, Tx. I recieved router and installed it in our apartment, yet i recieved a second modem from TWC, which I had to drop off due to someone's incompetence. Sometime last week, several Techs were at our apartment complex investigating who had cable that was being paid for and who was pirating cable. Since Day 1 I have paid my bill on time and in full. Our service to our internet was disrupted. I called a technician on May 28th. The following day the tech came out here to fix the problem and I was told our outside configuration was messed up and he would fix it. After he fixed it I was informed that our account showed that we do not recieve cable. I showed him the bill i had just paid for the month of May, where is plainly shows I recieve cable as well as internet. Then today (may30th) I came home to find that channels 27-70 are gone, channels that i was promised and that I pay for on a monthly basis. I called the customer service line. They were all very rude and disrespectful, calling me a Liar and saying that no such bundle promo or package exsists. I spoke to ****, ***, ****** and *******, and got nowhere with them, and that I was mistaken. They said they were not able to offer me a package that would fit within my budget. I have copies of every bill i have recieved so far, detailing what I get and what i pay for and how long the promo is good for. I called to confirm that I have that I have this package yesterday after the tech said we did not have cable at all. That day I spoke to Woman named *******. She confirmed our package did include cable and that our bill does reflect that. The tech wanted to turn off our service right then and there. I believe this is retaliation against our entire apartment complex for the people who were illegally obtaining cable, when I pay my hard earned money for it, which I do not appreciate. We cannot speak to our landlord/owner about it, because each tenat is responsible for getting their own cable, because it is no longer provided by the complex.

Desired Settlement: I would like my cable channels 2-70 to be restored as promised at the same price as we have been billed for since the beginning, which is around $57/month as promised for 12 months .I would like my bill to be adjusted due to lapses in service in the past week as well as in the past 48 hours. And to include all 70 channels that were promised not just 23 or so. And also I would like an apology for such intolerable rude and disrespectful customer service and behavior.

Business Response: We have been in contact with the customer. We have explained to the customer that upon review of the sales call as well as the order entry call the customer was asked questions on the channels she wanted but chose to go with the Basic Cable package that did not include those channels. The agent advised the customer that the Basic Cable package signed up for just included the local and government access channels. When the original technician completed the installation as a tap connect only he did not install the trap to block the Standard cable at the pole causing the customer to recieve the additional Standard Cable channels by mistake. This mistake was caught by our audit team and corrected. This is what prompted the customer to contact customer support. I apologized to the customer for any misunderstanding and reinerated that the Basic Cable package that she signed up for does not include those channels. The customer has our direct contact information should she need further assistance.

6/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On February of 2012 I move with military orders to **** **** Texas. We bough a house in ******** **** Texas. After doing research we found out an offer from Time Warner Cable that advertise a $200.00 visa card reward with the sign up for the triple play bundle. During the sign up process we were told we should received the $200.00 visa card by mail in two weeks. We waited and never received the card so we call the company. The representative told us that we needed to wait until the 3er paid month of service to received a code by e-mail to claim the $200.00 Visa card. After the 3er paid service month we called and without even asking for our account number we were told that we did not qualify for it. The customer service representative (********)was very rude and uncooperative. She informed me that we didn't qualify because we were not a customer jumping from another company to them. We explained the situation. We requested to talk with a supervisor (******* *** ***). We were told that we need to register the account to claim the card which we did and that is how we pay online.We tried to claim the visa on but couldn't do without the code. She did apologize and mention that they needed to fix their program and advertisement of the offer, but would not grant the $200 Visa still because that was our negligence.I followed each one of their directions that were given to us each time we called TWC ,and still ******* blamed us for it. I think their advertisement is misleading and the company is taking advantage of customers. We also requested to talk to a manager and I was informed that there was no manager available that one should could us within two days. We feel lie to and taking advantage of. This needs to me fix since there are many other complaints for the same reason around the web like this one: *****************************************************************************************************.BBB is our last resource to make sure this company stop lies to customers and keep their promises.

Desired Settlement: We want the $200.00 Visa card that we were promised when we signed up or $200.00 credit to our account.

Business Response: After speaking with the customer on 6/5 and reviewing the account, we have credited the amount of the gift card to the account.  The customer has been updated on what their new balance is after the credit posted. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. The lady that called us ( Mrs. **** ? ) from the corporate office in Austin was very pleasant and eager to take care of the situation. And we do appreciate that TWC was able to take care of us in a promptly and satisfactory matter. Thank you TWC!

Regards,

**** *********




















4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My contract with Time Warner Cable had expired and I was thinking about switching to satellite television. I saw a commercial for Time Warner Cable and they were giving away a $150 **** *** gift card if you signed up for a bundle package. I called Time Warner Cable and asked the customer service representative if current customers were allowed to participate in the promotion. He said yes. I signed up for the package and they told me I had to wait a few months and they would send me a redemption form for the gift card via email. They never sent it. I have called them numerous times and nobody seems to know how to handle this. I spoke to a supervisor and they said they would get it resolved and call me back. Nobody ever called back. I spoke to another supervisor who told me that since I was a current customer, I was disqualified from the promotion. I explained that I had asked the customer service representative about this and he said I was eligible. He said he would investigate this and call me back. He never called back either. I have spent over 5 hours on the phone with these people and all I get is the run around. I expect this type of shady behavior from lesser companies, not Time Warner Cable.

Desired Settlement: I was either lied to or misinformed by their employee. I want what I was promised which is a $150 **** *** gift card or a $150 credit on my bill.

Business Response:

We have been in contact with *** **** and addressed his concerns. He has our contact information should he need further assistance.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** ****




















4/27/2013 Billing/Collection Issues | Complaint Details Unavailable
4/19/2013 Advertising/Sales Issues | Complaint Details Unavailable
4/17/2013 Billing/Collection Issues | Complaint Details Unavailable
4/11/2013 Billing/Collection Issues | Complaint Details Unavailable
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