Since beginning services in March 2015 we have been billed over 200.00 for a promotion that should of been only 60.00 for months and months Time Warner Cable did not correct the bill adding late fees. This month we have already paid two installments of 139.90 over 300.00 and Time Warner Cable will cut off our service if we do not pay another payment of 158.30 by July 25, 2015. I am on a fix income and do not have that type of money, plus the second payment I had someone lend me. I have no more money left for the month but continue to be threatened that my services are going to shut off my service on July 25, 2015 for non payment. Please help me I am a disabled person who receives social security only one a month. They continue to dun me and it making my illness worsen.
Product_Or_Service: March 2015
I want my money returned I am unhappy about the services. I want the program to stop robot calling me about making payment within twenty four hours or my services will be shut off. I want a letter from ****** ** ****** CEO of Time Warner Cable.
We want to ensure the consumer is aware that we value her as a customer and appreciate her business. On 07/20/2015 Time Warner Cable spoke with ******** and provided the desired payment extension for 08/03/2015 however, the payment arrangement was not honored by the subscriber resulting in the current non-payment disconnection status. ******** had the opportunity to address any other concerns including the billing matter expressed here however the subscriber did not make mention of the fact. Multiple contact attempts have been made including email correspondence however we have been unsuccessful in reaching ********.
If service is no longer desired, the remaining service balance must be paid and the corresponding equipment returned to a Time Warner Cable lobby. In the event the subscriber is unable to return the equipment, Time Warner Cable can offer a special request pick up. We apologize for any frustration or confusion the reported concern has caused the consumer.
(The consumer indicated he/she DID NOT accept the response from the business.)
Excuse the late reply, but we have been dealing with some serious health issues. I have written to ****** ******, CEO, ***** **** Esq. Board of Directors and ****** ***** also on the Board of Directors for TWC with no response as of this writing nearly a month later now.
I did receive a call, which was not to be made directly to ******'s cell, by a representative ****** asking me where the equipment was? He was to send a text with more information which I am still awaiting it has now been at least three days since that call. Remarkable how your office wants status of its equipment, but still has not addressed any of my concerns. How about worrying about the ******** first?
You mentioned in your email you are trying to ******* me at XXX-XXX-****, as of July 23, 2015 **** was asked to terminate *******. He then called ****** directly minutes later which was stated many times he is too ill to take calls of this nature to find out why we wanted to terminate services?
At this point I want to hear from any of the three mentioned above regarding my request. If I do not I will continue to call their offices until I get a response. Please ******* us only through email at this time. Thank you in advance for your attention to this matter.
cc: Better Business Bureau ********* #XXXXXXXX
Final Business Response
Time Warner Cable payment record confirms the subscriber failed to make the first payment on time which resulted in a past due balance. In addition the follow up payments made did not cover the full past due balance owed and required to maintain active ******* resulting in ******* interruption. Time Warner Cable continued to offer payment plans however the amounts paid were insufficient and ultimately resulted in a total disconnection of *******. The monetary discrepancy was only discussed after the account became delinquent and services were interrupted as a result. The last conversation with ******** on August 28, 2015 confirmed the final balance of $302.79 was for past due services rendered through 08/04/2015 although in the interest of ******** ******* balance was waived. With regard to ******* quality, Time Warner Cable offers free house calls in the event ******* in not working properly. Records reflect only one house call on April 24, 2015 was made for ******* related issues. Unless notified Time Warner Cable will presume ******* is working.
Time Warner Cable offered to arrange a pick of the provided equipment however Mrs. ******* initially accepted then refused the offer stating she would return the items in person. Any unreturned equipment will naturally result in a collection status if kept and Mrs. Stevens was fully advised.
If the Mr. and Mrs. ******* wish to remain out of collections they only need return the Time Warner Cable provided devices. We greatly apologize for any frustration incurred however our decision remains as is and no further reimbursement are available.
Final Consumer Response
This complaint is not closed, I have been very ill and still dispute this bill. TWC has credited me but if was for a bill for 8-13-15 to 9-14-15 the services were to be turned off on July 23, 2015. So the credit they gave me was for null.
TWC also threatened collection if I did not pay the balance and off course they want their equipment immediately returned. Even offering to send someone to pick up the equipment. This is not the way to treat customers, the service was terrible, and I had to have four people in one day come out to work on the problem only to tell me they will send someone else out.
I want the following from the company:
Payment returned 7.9.15 of 139.70 which I was told would keep services on, only to be told two days later that I need to pay the balance in full by 8.1.15 or services would be shut off. When TWC told me that I told them to turn off the service on 7.23.15. I want the payment returned 7.3.15 of 139.70 which I was threatened if I did not give a credit card promise for 7.9.15 services still would be shut off which I did. I want the payment 5.29.15 of 58.08 returned I was told it would keep my services on which I got robot calls about being terminated as soon as the payment went through. I want the payment 4.20.15 of 107.16 returned when I was told they billed in error and would fix the problem. The services rendered from the beginning were not what I was promised, it never worked right and I feel very threatened by the thought that there are possibly millions of people afraid to stick up for themselves and are being treated like this too.
The problem is not fixed, they threaten their customers, make them barrow money they do not have to keep their phone and internet on. I have told them from the beginning we are low income, we are very ill, need phone and internet to access machinery that reports directly to doctors and they are only concerned about their equipment location. I believe that your office should stick up for people like me. Thank you in advance for your attention to this matter.