This business is not BBB accredited.

Time Warner Cable

Additional Locations

Phone: (585) 756-1000 Fax: (585) 756-1735 View Additional Phone Numbers 71 Mt. Hope Avenue, Rochester, NY 14620 http://www.timewarnercable.com/northeast


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Description

This company offers cable television, telephone, internet service and high speed data.


BBB Accreditation

This business is not BBB accredited.

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

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


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
  • Complaint volume filed with BBB for business of this size
  • Response to 421 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

421 complaints closed with BBB in last 3 years | 136 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 70
Billing/Collection Issues 173
Delivery Issues 8
Guarantee/Warranty Issues 0
Problems with Product/Service 170
Total Closed Complaints 421

Customer Reviews Summary Read customer reviews

10 Customer Reviews on Time Warner Cable
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 10
Total Customer Reviews 10

Additional Information

BBB file opened: July 01, 1984 Business started: 01/01/1979 in NY Business started locally: 01/01/1979
Business Management
Mr. Terrence Rafferty, Area VP of Operations WNY Mrs. Joanne Hamilton, Administrative Assistant
Contact Information
Principal: Mr. Terrence Rafferty, Area VP of Operations WNY
Business Category

TELEVISION - CABLE, CATV & SATELLITE CABLE TV, INTERNET & TELEPHONE INSTALLATION SERVICE INTERNET ACCESS PROVIDER ELECTRONIC MAIL SERVICE TELEPHONE COMPANIES

Alternate Business Names
Time Warner Communications
Industry Tips
Internet Service Provider

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    2875 Union Rd Ste 359

    Cheektowaga, NY 14227

  • THIS LOCATION IS NOT BBB ACCREDITED

    71 Mt. Hope Avenue

    Rochester, NY 14620

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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)

8/23/2016 Billing/Collection Issues
8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been having a lot of problems with my time Warner cable I had an appointment for service scheduled on Monday Aug 1st 2016 which got canceled but not by me or anyone in my family so they come out on Tues the 2nd I never got a call or text he was on his way or at the house he comes in check a few things give me a new modem and leaves now it's Saturday Aug 6th and my internet is down again I called they did there normal stuff and said a tech needs to come out and I would have a tech today I was transfered to another person who was very rude and said there was no time for a tech to come out today and she accused me of breaking there equipment since they were just here on Tuesday now I have to wait until Monday so I'm all weekend without the internet. The customer service was very rude and didn't help at all.

Desired Settlement: To have my internet fixed by a proper tech who will check everything and fix it right. Also I want a credit to my account for all this crap I've had to put up with.

Business Response:

Reg. ***** **********

 

On 08/08/16 TWC tech came out and corrected the issues with *****'s internet. We have applied a 25.00 credit to the account for the inconvenience.   

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,

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




8/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I set up an Internet account with Time Warner Cable on 8/3/16 through their website, on Saturday 8/6/16 my husband picked up our modem from the store in Brockport, NY. We hooked up the modem, called to activate it, waited the hour and had no Internet connection. I called the company and was told that no work order had ever been put in to activate our Internet at the pole. On Sunday, 8/7/16, I called again and after 30 minutes was informed by a manager that she would try to get someone out that day but if not she guaranteed I would have service by the end of business today, 8/8/16. I got home at 5:30pm answer still have no Internet, after 1.5 hrs on the phone Time Warner still has done nothing to correct this issue besides offering to have someone come out either tomorrow afternoon or Wednesday but there has to be someone over the age of 18 home. Both my husband and I work during the day and cannot take time off or we don't get paid. There is no other company that offers Internet in the area and so we are forced to use Time Warner. I want it on record that their company refuses to try and work with customers in a timely manner to.correct issues/mistakes that were made in their end. I have to continue to pay for services I am not receiving.

Desired Settlement: 3mths of credited service for our inconvenience.

Business Response:

Reg. ****** ****

 Hello,

I have spoken with ****** **** she has verified her services are working after our Tech was there on 08/09/16. Ms. **** picked up the equipment on 08/06/16 we activated the TAP on the pole on 08/07/16 she still didn't have service so we sent a tech to the home on 08/09/16. The tech found that the lines inside the home were not connected and corrected the house wiring this corrected the issue and services were working. Ms. **** was Provided a full months credit by the manager she spoke to on 08/08/16. I have explained that this was a very generous credit and we can't apply any more credits for this issue. Ms. **** has stated this doesn't satisfy her but we have provided her with a full month of free service for the 3 days she was without. I do apologize but there is nothing more we can do.

Thank You,

Joshua W.

Specialist, Office of the President

Time Warner Cable

8/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We set up a payment arrangement for our past due balance, at that time we were not informed that if we paid early that we needed to call 72 hours in advance to cancel the payment that was planned. So we paid a day early. We called and spoke with multiple reps that night and were told it was too late to cancel the other payment and they would try to hit the card anyways. We explained there was no money and it would bounce as we were not told we could not pay early or needed to cancel the planned payment within 72 hours. So finally an agent said he put a request in to cancel but it wouldnt go through in time so we needed to call back in 5 days to let them know what happened so they could fix it. When we called back a rep told us that it did not bounce and both the early and planned payment were excepted so we were caught up. Called again the next day because the automated system was still telling us we owed more than what previous rep had stated. This rep told us then that the payment was rejected and that we still had a balance due, but that he could take off the bounce fee and everything would be good. We told him we would need to set up a new arrangement then as we get paid the 23rd, he stated we were not due to be shut off until the 30th so no arrangement was needed. We ended up getting shut off today. We called and talked to multiple agents again where we were told it was a 2 way street we should have automatically known to call them to tell them we were giving them their money early, so because we ended up with a bounced payment because they did notinform us correctly we could not be turned on until another payment was made regardless of us being told we had until the 30th.

Desired Settlement: Services reinstated and their agreement for the 30th honored as previously stated.

Business Response:

Reg. ******** ******

 

Hello,

******** has spoken to a member of our leadership team today who has reconnected her services.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

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,

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




8/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I talked to an agent on 4/30/2015 about lowering my bill because every 12 months the price increase by a minuim of $30. Anyways after talking to some agent on the phone for over 2 hours I agreed to downgrade to starter tv and return my dvr and in return my bill would now become 108.xx for the next 12 months including taxes. Well when I got to the store to return my dvr I asked the person how much my new bill would be and they tell me $124.23. So after telling them about the phone call the agent says they cant help to call back. so i did and spoke with a young girl in which I explained what had happen and she agreed that I should get the price I was offered so she applied some bill credits to get my bill to $108.xx as i was told over the phone. So my bill for June was 108.61 and my bill for july was 108.66. I got my bill the other day for augusts and now its back to $124.23 which I dont understand so I called and spoke to a young man this time and he tells me there is a modem fee and some kinda sports programming and says if I want a cheaper rate I would have to downgrade my services then starts to try and sell me stuff. I replied what more can I take away let him know I would be cancelling my services because they dont even keep to the pricing they agreed to. He said ok told me if I returned my boxes back by 8/12 I would not have to pay augusts bill I told him thank you

Desired Settlement: I would like someone to explain in detail why my bill went up and why the credits the second agent applied to my account only lasted 2 months and not the total 12 months.

Business Response:

Reg. ****** ***********

 Hello,

I have spoken with Mr. *********** and apologized as there was a promotion that gave them there extreme internet upgrade for free that expired on 08/05/16 this caused the rate to increase. I offered the customer a bulk credit of 155.70 to make up for the 10months remaining in the 12months due to use not having the promotion for free extreme anymore but the customer denied the credit.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

8/19/2016 Problems with Product/Service
8/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted on July 27th for internet service, they told me I was in a serviceable area and someone would be out the following Monday (08/01/2016) from 12-4. I took off from work for this appointment, no one showed. Called Monday at 4 pm, they could not locate my account or any evidence that I had requested service. The woman re-made my account, promised and email and a phone call ( I received neither) and scheduled someone to come out on Tuesday (08/02/2016). I took off early from work again, no one showed. Called again Tuesday (08/02/2016) Once again, the agent could not locate my account. Went through the process again (third time), he escalated to his supervisor and promised a call back and stated they would review phone records. No call back. I called again Wednesday (08/03/016), spoke with a woman who could not locate my account. Surprise. She couldn't find anything on me at all. She proceeded to tell me to go into a physical office. To make sure someone would be there at the office, I attempted to call the physical office which then re-routed me back to their automated system. Spoke to a gentleman who stated that the offices do not take phone calls and then proceeded to tell me we are not in a serviceable area and at this time, it would cost roughly 10,000 dollars to run lines. Unbelievable. Waste of time, lost roughly 2 hours from work to sit on the phones and lost two half days of work to make sure I was home for the "scheduled visits" that no one showed for. Per all their online reviews, they do not even have 2 full stars. The customer service was actually great, everyone I spoke with was very nice and considerate. This review is for the company in general, how can you treat someone like that who is fighting to be a customer? Why did I have to waste my time for almost a whole week everyday on the phone? WHY did the first 4 agents I spoke with tell me I was in a serviceable area when in fact, I now hear that I am not?

Desired Settlement: I would appreciate at LEAST a phone call from someone (preferably a supervisor or someone in charge). I would also appreciate them making my home serviceable, there are 4 other neighbors around me who also want to have access to Time Warner Cable, but apparently, our business is not "worth" it to them to do so.

Business Response:

Reg. ****** *******

 

Hello,

I have spoken with ****** and a serviceability check was completed on 08/08/16 and at this time her address is unserviceable.

 

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

8/16/2016 Billing/Collection Issues
8/15/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I tried to get service installed by Time Warner. I found out, that apparently, they attach debts to the physical address! They also told me about a payment, that was due, by my Grandmother and a couple of renters that were living here. I didn't think they could legally do that and I KNOW they can't talk about others debts! They have broken the FTC rules and regulations. I then requested to have my 140 and change refunded to me, and they stated this could take four to six weeks? No! Since this is their fault, this is an unacceptable wait period for a refund.

Desired Settlement: I want my money refunded to my bank account within the week, or legal action will be taken! Time Warner also needs to change their practices of attaching debts to physical addresses, because we aren't going to pay for people we don't know, and unless you own the residence and are listed on the deed...you are screwed!

Business Response:

Reg. ******** *******

 

Hello,

We have reversed the credit card payment on 08/10/16 this takes 3-5 Business days so the payment should be back on the credit card by 08/17/16.

Thank you,

Joshua W.

Specialist,Office of the President

Time Warner Cable

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,

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




8/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered time warner services on July 25th,2016 and told them I would be picking up my router and box from the local hornell office on Tuesday the 26th. I drove to the office and they said that the boxes were being shipped out. Which is not what I wanted. I waited for the boxes to come which was on Thursday the 28th. I tried setting the services up via their easy connect services and was not able to do so. I called and they said someone needed to come out which was set for Friday the 29th. When Friday came it still did not work, they then said someone would need to come out AGAIN to do something inside. They said the next available day was Wednesday August 3rd. A supervisor called me back and said that she would call me back should something come available. Monday the 1st came and I received no phone call so I called and got it set for Tuesday the 2nd. Tuesday the 2nd comes and no one shows up although the tracker said the technician showed up at 8:02 And no one showedI called customer service and they said the technician was there but no one was home although all vehicles were parked in the driveway AND also no one called my phone . They said no one can come out again until tomorrow 12-1 and they could not come out again today. It has been nothing but a complete chaotic mess from beginning to end. I am going to cancel my services due to lack of caring about customers.

Desired Settlement: I want a 2-3 month credit for the waste of my time. And my services to be installed.

Business Response:

Reg. **** ********

 

Hello,

I have spoken with **** and apologized for the errors made with getting service connected I applied a 1 month credit he has accepted.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

8/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Time Warner had me upgrade to a higher internet package. When I called a few months back to decrease my bundle, (remove Cable and Telephone, but keep internet) I was advised that I would be paying 89.99. When I asked why so high, I was advised that I had the highest internet package they offered. Today I called because I am unable to run Roku (wireless) and Playstation (Netflix) wireless at the same time. One of the tv's keep getting a "loading" message every 2-5 minutes. My concern is that this happens all of the time and sometimes when I have just one thing running wireless. In understanding how much I pay, I spoke to Technical Support at Time Warner and was advised that my connection is fine. While talking to the representative, I also had to say hello a few times before i could get a response and I knew that she did not hear what I was saying by her response. I feel like Time Warner is false in what type of services they are offering people as well as the cost.

Desired Settlement: I want Time Warner to run a diagnostic on my system to make sure I am in fact getting what I paid for. I would like to have it in writing.

Business Response:

Reg. ******** ******

 

Hello,

I have attempted to reach the customer on several occasions and left messages with my direct contact number but have not heard back therefore I have mail the customer a no contact letter with my contact information.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

8/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: the relentlessness of Time Warner cable has got to stop. as of 07.24.16, our services were interrupted for a past due balance, of which my wife, ******** requested to extend 'til 07.29.16. On 07.15.16, more than 60% of the past due balance, of $155.61 had been issued. however, according the collections department, the remaining balance included the August payment; the total balance of which August has yet to commence must be paid in order to reconnect service.

Desired Settlement: Requesting the abatement of current balance to reflect previously $100+$50(additional "late" fees assessed) credited adjustment on 08.15.14 (of which, such an adjustment had not "ever" been credited to account) + a waive of the re connection fee (requesting an immediate reconnect). the remaining balance of $ due for August 2016 shalt not be anticipated prior to, as a requirement to reestablish services. Please be advised, that Time Warner had not sought to resolute the account towards a positive balance, whereas considering the probability for payin' down the past due balance of $55.61+ appliacable fees. as of 07.09.16, in accordance with an "important notice: delinquent status" letter, the past due balance specified $155.61; total balance $307.05. ******** submitted a payment of $100 07.15.16. yet the total balance now is $357.78. our MRC(monthly recurring charge)s are $124+applicable taxes/fees ... due between the 1st & 5th of each month. our services were interrupted 07.24.16 for balances owed in August+the $55.61 in which ******** requested an extension to pay 07.29.16; the timewarner representative declined. we are, nonetheless requesting to issue payment for $55.61 with an immediate reconnection, whereas in "good faith", by 07.30.16 time warner would receive the past due, (-minus)month in advance charges, + no late fees additional to MIA, neither towards the $55.61. OAN: the services allocated are not @ worth the MRC; there constant interruptions due to signal interference throughout each channel. absolutely NO options to omit the unnecessary cable channels disallowed within a consumer area. most of the actual equipment is dated (rendering as obsolete/discontinued) yet we, as consumers are charged for errors & constant technical appointments to remedy outdated products

Business Response:

Reg. ******** *******

 

Hello,

I have spoken to ******** we have reconnected her services as she has agreed to pay 207.05 by 08/13/16 we have removed the 2nd STB from her billing to lower her monthly rate and I have waived the reconnection fee and 2 late fees as a 1x courtesy.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. i am requesting, that in lieu of how we began to fall behind, a refund for $100. 

 

 


[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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




Business Response:

Reg.  ******** *******

 

Hello,

As per our previous conversations we have found the billing is accurate and there are no payments missing. We have done all we can do to lower the bill with the services you have. I do apologize but no credits will be applied as this was no fault of Time Warner Cable.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

8/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Friday 7/29/16 I called Time Warner at ###-###-#### to make a PARTIAL payment to my account of 82.00 . The woman asked me for my card number (the last 4) and advised me she will process a payment for that amount. I check my account approx. 1 hour later and notice not only is the 82.00 gone but they also took a payment for 166.27 as well! That is a total of $248.27 . I called Time warner and spoke with 3 different agents 3 different times throughout the day. None of them could locate the payment for 166.27 that was taken out of my account and WAS UNAUTHORIZED. They advised me to contact my bank and issue a dispute. I contacted my bank and they are unable to do so until the payment posts to the account. Today is 8/1/16 and it is STILL PENDING. Meanwhile, I have no money until I get my next paycheck which is August 12th because my money is tied up with Time Warner who shouldn't have taken this to begin with. Finally I call back to Time Warner a 4th time and spoke to an agent named Jay. She advised me she sees a note from the agent who took the unauthorized payment saying she did take the payment and tried to let me know by calling me back (I HAVE NO VOICEMAILS FROM TIME WARNER LETTING ME KNOW THEY TOOK MY MONEY). Jay transferred me to a "Team Lead" on 7/29 and spoke with her she gave me a 20.00 credit to my account and assured me that Ill receive my refund but couldn't provide me an exact date of WHEN. Now today is 8/1/2016 and I STILL DO NOT HAVE MY MONEY. Time warner refused to immediately refund my money and by now it should have been back in my account especially since it was an UNAUTHORIZED payment. No one is trying to escalate this and get this resolved immediately meanwhile I have no money to support myself or my children.

Desired Settlement: I want a refund issued to me immediately. I also am requesting a credit to my account larger than $20.00 BECAUSE it has been 4 days already that I have been without a dollar in my pocket and cannot even purchase anything for myself or my children. This is ridiculous and should have NEVER happened to begin with had their agent done their job correctly and not taken $166.27 out of my account!!!!

Business Response:

Reg. ****** **********

Hello,

I have spoken to ****** and apologized for the payment error she stated she has received the funds and I applied a courtesy credit to her account for the inconvenience.

 

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

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,

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




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

Complaint: On December 31, 2015 I settled a previous bill on a separate account with Time Warner. The bill included my service and equipment for a previous account. The delinquent account was attached to my current account with Time Warner and I needed to pay said account in order to maintain my service with Time Warner. On 04/08/2016 I found two of the modems from the delinquent account. I returned the modems to the Time Warner store in Batavia, NY (Transaction # ******* on 4/8/16.) I called Time Warner to let them know that I had returned the two modems from the account that I had paid in full on December 31, 2016 and that I would like to be reimbursed for them because equipment was included in the delinquent account. I was told that my account would be credited for TWO modems (Serial Numbers *********-*********) totaling $250.00. I have called Time Warner three times, each time being told that the credit was going to be applied to my account. Today I call and they tell me that the $250.00 account has been applied to the delinquent account because they didn't charge me for the equipment. They did charge me for the equipment! The lady on the phone today said that there was a note to return the equipment, so they didn't charge me for it in the delinquent bill. The delinquent bill was over $1400.00. How can you tell me that you didn't charge me for equipment? Especially when I was told that was the reasoning for the bill being so high. When you buy something, which is what I did when I paid the delinquent bill. I bought ALL that equipment. Well when I buy something and I don't want it - I can return it to the store and get my money back. I don't understand what the difference is here. There isn't one! Time Warner feels like they can treat customers like this because they know they have a monopoly on the market in this area.

Desired Settlement: I would like Time Warner to credit me the $250.00 that they owe me. An apology for the lies would be nice as well. I understand the paperwork may be messy there being two accounts, but you don't need to make up lies in order to not credit my account.

Business Response:

Reg. ****** ******

 

Hello,

I have reviewed this issue and found that the equipment was part of a debt settlement charge therefor was previously removed from account as lost/ stolen this is why there was no credit for the return of this equipment automatically. I have applied the credit to the current account in amount of 250.00.

 

Thank you,

Joshua W

Specialist, Office of the President

Time Warner Cable

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the past year, my monthly bill has increased $51 with no increases in product offering or service. In fact, our service has only gotten worse. Our cable freezes up regularly and we loose wifi connection to the house daily (often several times a day), requiring a reboot of the cable modem. A couple of weeks ago, I went to the local Time Warner Cable office to complain about our poor connection issues and discuss different packages that would better meet our needs (better internet, less cable channels) and budget. I currently have the Triple Play package that was bundled at $110 (including tax and fees. The only service that we really use is the internet, so I inquired about reducing our package to the currently advertised $49.99 (plus tax and fees) for 20 Channels and 30bps internet (improvement over our current 15bps) with free wifi. The "customer service" representative provided very poor customer service and appeared annoyed that I was even there bothering her. She refused to make eye contact with me or actually listen to what my goal as a customer was. She just kept telling me that I don't qualify for any lower packages because I already have all three, cable, phone, and internet and would have to be a new customer or add additional features.. Even removing the phone would cause my bill to go up, not down because I would no longer have the tripple play promotion. Yet, she said my bill went up because the promotion period is over. If I am not tied to a contract and my promotion period is over, why can't I change my service offering to a new promotion? Her reply was just "that is not how it works." Horrible customer service. After having to repeat myself several times that my goal was not to add services but reduce them to meet our current needs and budget, she finally said the best she could do is keep me in same exact package but lower my bill by $21. Although this is not the desired outcome, I agreed that is better than nothing for now while I search for alternative options such as satellite or fiber through competitors. As for the modem, she told me I should go buy my own if not satisfied with the one rented form Time Warner. We just got our new bill and it is still $161 a month, not the $140 I was told it would be adjusted to. Also, since going to the local office, not only does our wifi fail several time a day, our cable freezes just about every time we try to watch it, not allowing us to change the channel.

Desired Settlement: At a minimum, I would like my bill to be adjusted to the $140 (including all taxes and fees) that I took an hour of my time negotiating with your poor customer service rep for and my wifi modem replaced or a service visit to determine the issue with failing wifi connection. I would also like a credit to my account for the past several months of wifi that I have been paying for yet have to reset several times a day. To actually feel like a valued customer, I would like to reduce my cable package to the one that Time Warner is advertising and fits my current needs and budget: $49.99 for 30 bps and 20 cable stations. Given the current taxes, fees, and surcharges of $17.82 that is added on to the bill, my total monthly cost would approximately $67.81. If we cannot achieve this outcome, I will be switching providers.

Business Response:

Reg. ****** ******

 

Hello,

I have spoken with ******'s husband **** and we went over the options available and got them into a package that better suits their needs.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

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,

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




7/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was trying to reduce my services to save money. Timewarner makes it impossible. If I cut out my cable tv I would be paying about the same for internet and phone. I do not want the tv but I feel I am forced to get it to get a better price.

Desired Settlement: I would like my internet and phone for the $80-90 it is supposed to cost.

Business Response:

RE: ****** Acct # *********

Good Morning,

We have been unable to reach the customer by telephone in regard to her complaint.  A "no contact" letter has been sent. 

Thank you

RET

TWC NE Escalations

7/15/2016 Problems with Product/Service
7/14/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I am experiencing extremely high latency issues with my internet connection. After calling in 6 separate times over the course of a month in an attempt to fix it, it still has not been fixed. My ping spikes up to highs of 2000 ms, and includes heavy packet loss, rendering my connection unusable and significantly slower than advertised.

Desired Settlement: Fix my internet connection. It is absolutely ridiculous that one of the largest telecommunications providers in the United States can provide such horrible service.

Business Response:

Reg. ***** **

 

Hello,

I have spoken with ***** regarding his internet speed issue we had a tech out on Sunday and replaced the modem. ***** states issue seems to be resolved and will contact use if issue starts back up.

 

Thank you,

Specialist, Office of the President

Time Warner Cable

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.  If the problem occurs again, I will contact them and let them know.

Regards,

***** **




7/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When we moved into our new home, I contacted Time Warner Cable to obtain TV and Internet. I was told on the phone that It would be cheaper for me to get a "triple play" and that my total cost for internet phone and tv(with all of the services I mentioned including DVR service) would be 89.99/ month, I agreed. When the installer came and installed all of my equipment he told me I did not have DVR and I told him that I really wanted DVR so he called into Time Warner and they told him if I wanted DVR my service would go up to $214 a month. I told him to just give me DVR in one room and thats it. He told me that my service would then be $140 a month, I was still unhappy but I had already canceled my current contract with Directv. A few days later I called Time Warner again to see the price difference to add on whole home dvr since we were told a completely different price. The woman informed me there was nothing she or anyone could do because I was simply misquoted. I contacted Directv about becoming a customer again because I was looking to switch back. Directv offered me a better price so I switched back. When I called to tell Time Warner I was canceling all of my services except internet I was told I could get 30mbps download speed for $34.99 a month like my mother in law pays 1 street over from us. I was satisfied. Now I got a bill for $120 and my internet speed in only 15mbps down.

Desired Settlement: I would like to have my internet speed and bill adjusted to what I was actually promised. $34.99 a month for 30 mbps download speed.

Business Response:

Reg. ***** ********

 

Hello,

I have spoken with ***** and apologized for being mislead when he signed up for the triple play and any cleared up any confutation with his internet package. I applied a credit to the account as he was lied to when he first signed up.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

7/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had nothing but problems with reception .I upgraded my system thinking the equipment was old .I had them out a few times and they replaced the equipment again, that's a total of 6 box's and 2 modems.the worst reception is after 9pm at night and most of the channels are unwatchable. I pay a lot of money for there services and i am very dissatisfied.

Desired Settlement: Repair the issue and adjust the billing.

Business Response:

Reg. ******* ********

Hello,

We have been working with ******* and our tech ops team to resolve this issue ******* will be calling use after the holiday to schedule an appointment so we can do some rewiring and resolve this issue.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

7/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I don't even know where to begin. Since purchasing Time Warner Cable services last june, we have had nothing but problems. It's a nightmare. Forst, we have the fastest Internet speed avaiable, and it does not work, wver. I'm on the phone daily with them to try to get something fixed, I pay for whole house dvr service and that also has never worked once. Unable to record anything on second box, which is our main box we use in living room. We pay monthly fees to "borrow" these items and they do not work. I call, and get nowhere. I have even tried cancelling my services many many times, and they either hang up on me, or keep transferring me around until I just give up and hang up. All the while my services haven't worked in over a year, my bill has remain the same. And it is paid on full. I've gotten no compensation for the 85% of time that my services do not work. And my bill isn't cheap. I pay $160 a month for my services. And just today, which is what made me file this complaint, I was on the phone again, because my Internet isn't working, agaon...and therep purposly hung up on me. I feel trapped . I cannot call to get the lowest and I cannot call to cancel my services. I don't know what to do. I am starting to have heart palpitations from all the stress. And no one listens to anything I say when I call. I am so upset with the way they're treating their customers. But they know theres nothing we can do, so they take advantage of us. Please end this BBB. For all our sakes. We cannot take this abuse of power anymore.

Desired Settlement: Refund for whole years service I've paid for and my services haven't worked Replacement of equipment Bill adjustment SERVICES THAT ACTUALLY WORK All the hours I spent on the phone each and every day I spent talking to reps because if problems with my services I want everything back that iv lost from this business

Business Response:

The customer have called in and chat with us to say that her services are not working properly.  We troubleshoot the issues and on 4 separate occasions a trouble call was booked for a technician to go out to the home.  Those trouble calls were cancelled.  The last trouble call was scheduled for 6/29/16, 4-5pm.  The customer canceled the trouble call when the tech was at the residence.

We have tried numerous times to reach out to Ms. ***** to address her concerns and was not able to speak to her.  Her voicemail is full.  I have sent an attempt to reach you letter (attached) with my contact information so that we may speak.

7/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My bill went up over 20% with no warning. Call center reps did not seemed concerned and offered no solutions. The first rep actually tried to upgrade my services which would cost even more! I said I would think about my options and called back the same day to discuss further. This time I was placed on hold for 30 minutes, the rep spoke to me for a total of one minute and was hard to understand. I'm actually on hold as I'm writing this, so I'm not sure I'll even get to talk to another rep today.

Desired Settlement: My bill needs to go back to the previously agreed upon rate or I'll have to cancel services. Call center needs better coverage and better customer service training.

Business Response:

Reg. ***** *******

 

Hello,

I have spoken with ***** on 06/29/16 and was able to get ***** into a new bundle that worked for him and lowered his rate. ***** accepted.

Thank you,

Joshua W.

Specialist, Office of the President

Time warner Cable

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,

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




7/6/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: we received an offer in the mail from Time Warner Cable to get a phone and tv and internet bundle. The services we were told we would receive were to be the fastest internet home phone service as well as cable tv with the entire run of channels as well dvr services. On the flyer we received it clearly states that we would be receiving HBO Cinemax Showtime TMC and Starz. We had the service installed and we are receiving HBO Showtime and Starz, we are not receiving the other two tv services (Cinemax or the Movie Channel). We called customer service and were told there is nothing they can do,and that we should go into our local office. We feel like we were lied to about the services and that we are not getting the kind response we should for being lied to about the services we were promised.We have the flyer and can provide an image of it as well as the fine print.

Desired Settlement: We want the channels we were promised

Business Response:

Reg. **** ******

 

Hello,

I spoke with **** on 06/29/16 and she provided me with information from the promotional flier she received and called in about. Based on the Information I found she was placed into there wrong promotional package and informed **** that the package she is currently in is 21.75 plus tax less then the one she is requesting but I can correct the package if she would like as the rate will increase. **** agreed to rate increase to get the correct package and I applied a 1 time credit for the inconvenience to her.

 

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

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,

**** ******




7/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been going on 3 weeks with channels that don't work, including 'on demand'. I have 'reset' the cable box a couple dozen times, have had TWC do it another half dozen, gotten 'codes' sent to the box, drove an hour for a new box, set up two appts for service, the 1st we missed by 10 min, but the serviceman drove back through, parked across the street, never came to my home, and left after 15 min. The 2nd appt, the serviceman never showed. I have done 'chat' with TWC numerous times, and we have gotten no resolution. I've had enough and I am filing this complaint as they have been charging us for services they have not delivered. The cable service is substandard at best.

Desired Settlement: We would like repairs made so that our cable service is as described & paid for, and a refund/billing adjustment for the time we have had substandard service, the hour I had to drive to get a new cable box & the time I have wasted contacting customer service that has gotten us no relief.

Business Response:

Reg. ****** *******

 

Hello I have left multiple messages with my direct contact # but have not received a call back. I will be more than happy to assist the customer when I speak with them. I will be mailing a letter with my direct contact information as well after the holiday.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received one phone call from time warner cable, n a Sunday. I don't do business of any kind on a Sunday. I planned on calling him back today and will do so asap.

Regards,

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




7/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of TWC since November of 2014 and have had nothing but issues since. Either my ping is extremely high and my speeds are extremely low or my whole house is dropping internet randomly, both directly connected to the modem and WiFi. We have had WiFi issues since day one and tech have changed our modems on multiple different occasions but our services just seem to be getting worse. We have made numerous amounts of calls into tier 3 tech support and the issues still go unresolved because they state they don't see the problem. My fiance has documented the issues on multiple occasions in both screenshot and video form.

Desired Settlement: I would just like my internet fixed so that I may continue to work and complete my online schooling. I would like to be able to stay connected to the internet with no issues (of course not including if there is an outage of some sort)

Business Response: The Technical Operations department met with this customer.  It was found that they were logging into our equipment and changing settings. They are running a gaming server (business) out of their home. It was explained that they should have a commercial account for their business  Because they change their settings, every time our IP address changes they get knocked out. It was explained that for this to work they would need a Static IP or their own equipment.

7/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently canceled my service with Time Warner Cable. My account was enrolled in Auto-Pay. I received a bill in mid June for $21.45 for outstanding services. I called to confirm this was correct (as it seemed strange that I would receive a bill when I was, in fact, enrolled in Auto-Pay). I was told the bill was correct and I paid it promptly. Time Warner Cable cashed my check on 6/21/2016. I then received a notification from a collection agency dated 6/23/2016 indicating I owed $21.45 for the Time Warner Cable bill.

Desired Settlement: I would like an explanation regarding how a customer who is enrolled in Auto-Pay could be referred to a collection agency for an outstanding "debt," which was actually paid in full two days prior to the collection claim. I spoke to a representative from Time Warner Cable on the phone who told me "wires got crossed." This explanation is unacceptable and I am left to conclude that Time Warner Cable intentionally attempts to defraud their customers, unless, of course, I hear otherwise.

Business Response:

Reg. **** *********

 

Hello,

I have spoken to **** and explained that his account has not been reported to credit bureau and the collection agency handles closed pre collection accounts.

 

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

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,

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




6/23/2016 Problems with Product/Service | Complaint Details Unavailable
6/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint is a pay my bill what I owe them. They call me that I owe more money telling me that they are going to turn my service off. They shut the service I had to call them 8 time be put on hold for and 1 hour the switch to 3 different department before they send to the right one. Still nothing is fix. On 6/12/2016 at 5am got a call saying I owe money they were going to turn my service off. I have special need child with the tv keep her calm.

Desired Settlement: A free month of service for all the trouble I'm being put through

Business Response:

Reg. ***** ********

 

Hello,

I have spoken with ***** and insured him his services are not in any danger of interruption the calls were to inform him of a returned payment but that was already paid. I also informed him our web site will update within 72 hrs. to show correct account balance information.

Thank you,
Specialist, Office of the President

Time Warner Cable

6/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After making it very cumbersome to cancel my service, Time Warner Cable is now charging me $75 to pay for a modem that they say is theirs. Not only have I been using my own equipment for the last two and a half years after returning a modem they had me renting (for the 3 first months of service), but the equipment they are charging me for was never in my possession. I filed a complaint to find the equipment but they have now sent the bill to a collection agency. I'm unsure how I am to prove I never had a piece of equipment that they claim I had.

Desired Settlement: I will not pay for equipment I never had in my possession. I know this charge is just to punish me for canceling as it has been too difficult to resolve until now.

Business Response:

I spoke to *****. He said that he no longer wants to deal with this issue. He made a payment of $75.00 for the modem. the payment was posted to his account on 06/08/16.
The account was researched and there are no records of the modem being returned.

This case is closed


6/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Customer of Time Warner cable. Agreed to a promotion premium package "Best Triple Play Premium" for $129.99. confirmed today with customer service that this promotion runs June 30,2015-June 30,2016. "Epix" channel was not included in this package originally and we were not charged for it. As of February, 2016 "Epix" began appearing on our bill with. $4.99 charge. We did not order it, we are not receiving the channel on our TV and we do not want the channel nor the charge and we would like reimbursement for the months we've been paying for it. Time Warner has told us many things (1) as of Feb 14 it is now included in the premium promotion package (2) if they remove the channel our promotion package will be void and our bill will double (3) the as our promotion will be expiring as of June 30, the bill gradually increases.

Desired Settlement: I don't want Epix channel I want a reimbursement of the money I've paid for this channel (I didn't order this channel and have not received this channel)

Business Response:

reg. ******** *********

 

Hello,

I have spoken with ******** and removed and credited Epix back to account. We also discussed promotions as hers would end at the end of month. I applied new promo to her account that saved her some money. 

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

6/10/2016 Problems with Product/Service
6/7/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday 5/14/16 i called in to Time Warner to figure out what is the balance on a past due account. Upon conversing with the representative they assured me that they cant find an outstanding balance. I told him that is impossible that i know for a fact hat i have past due amount. he insisted that i did not have a previous balance with Time Warner Cable. I asked to be transferred to a the resolutions department ( not knowing the name of the department that i needed in some companies that is what it is called) be he transferred me to a different department which was the moving department. I spoke to a representative named Zuri and she too insisted that i didn't have a previous balance. So asked her if I can order new service and how much will it be up front she said that i do not have t o pay anything upfront. I told her ok go ahead with the order. While she was processing the order i kept asking do you see the balance she said no. The order was p[laced and i was given a confirmation number of *********. My new telephone number is ###-###-####. My cable wa s installed on Monday and on tuesday i got a call from time warner saying that i need to pay a previous balance of $800 or my services wioll be disconnected. He made it seem that his amount needed to be paid right away or my serivices will be disconnected and he hung up the phone because i told him i will contact the better business bureau and/or take them to court.

Desired Settlement: i agree that i owe them a balance. I disagree with the amount. What i will like done is i pay my regular bill amount and i pay in addition to that $75.00 towards my previous balance until it is paid off and an itemized invoice of my previous balance is provided. Also i am will that they block my account from making any purchases and upgrades to my curent services until balance is paid off. If this cant be done then i would like time warner to pay for the other cable compnay to come and swithc my serivces back.

Business Response:

Reg. **** ******

 

Hello,

I have spoken with **** and am mailing him out a ledge of his bal. **** has been in contact with are risk management department and is working with them on payment arrangements.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes I wanted to let you know that the deal Time Warner offered me I can't afford. They wanted me to pay $234 I believe plus my regular bill. Even I downgrade  to there cheapest plan I still need Internet because I'm a student and I'm on disability I need Internet for my phone to work in my house. I live in the basement and I don't get reception on my cell phone so I use wifi calling feature in other for my phone to work. 

So what can I do now.

Regards,

**** ******




Business Response:

Reg. **** ******

 

Hello,

We have explained to **** that our arrangements don't exceed 90days but we did make an exception and offered 120days  which was 4 payments of $214.37. This is the best we can do to leave the current services active while paying on the past due account. I apologize but we can not give a payment arrangement for 11months at $75.00 a month like **** is asking. The 4 payments of $214.37 is the best we can offer.

 

Thank you,

Joshua W.

Specialist, Office of the President

 

6/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to make you aware of an ongoing issue with Time Warner Cable. The customer service and billing practices of this company are pathetic and warrant investigation. We have been Time Warner Customers for eight years. Before April, our Time Warner bill was $140.61. Our bill for the service period of 4/10-5/09 went up to $172.95. This latest bill did include the purchase of two Movies on Demand totaling $8.98 – but reflected an increase, not including the movies, of $23.36. I called Time Warner on 4/16/16 and spoke with Megan and then Alicia with hopes of lowering this outrageous bill. Megan was unable to help me, but after 45 minutes, Alicia was able to bring the bill down to $145.78. I clarified repeatedly with Alicia that the total amount due and amount I would be writing a check for was $145.78. This included $8.98 for the movies and the future bills would be $136.80. This month’s bill (service period 5/10-6/09) had an amount due of $158.80. It was due upon receipt with an unpaid balance of $2717. Obviously, there wasn’t an unpaid balance, because I paid the exact amount that I was told on 4/16/2016. So on 5/9/2016, I contacted Time Warner and spoke with Ray and then Natalie. Ray was not able to help me and unfortunately, Natalie was not only unhelpful, but rude. She told me to pay whatever amount I wanted, but the amount due was $158.80. She said the difference of $22.00 ($158.80 - $136.80) was from the two movies. I explained that the movies were paid for last month. She disagreed and reiterated that the $22.00 was from the movies. I told her again that the movies were covered in the previous month’s bill and furthermore, the movies totaled $8.98 ($4.99 + $3.99). She said the $22.00 came from the movies plus tax. I tried to reason with her saying that wasn’t possible, it would make the tax on the movies $13. She again said it was the tax and that different areas charge different amounts of taxes. At this point I knew I wasn’t getting anywhere with Natalie. I asked to speak with her supervisor. She asked me to hold on and disconnected the call. I have paid the erroneous bill of $158.80. The time spent trying to correct this issue is ridiculous. Any help would be greatly appreciated. Thank you for your time.

Desired Settlement: Future bills to be correct beginning on the next billing cycle in the amount of $136.80.

Business Response:

Hello,

After many attempts to reach ***** by phone I have been unsuccessful. Therefore I have mailed an attempt to reach letter with my contact information.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

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



NO ONE FROM TIME WARNER HAS ATTEMPTED TO CONTACT ME BY PHONE AT ALL. THE ACCOUNT IS IN MY NAME AND WHEN I CALL TIME WARNER IT RECOGNIZES MY NUMBER AND SAYS WE SEE THIS IS THE NUMBER ASSOCIATED WITH YOUR ACCOUNT..... ###-###-####

Business Response:

Reg. ***** ********

Hello,

I have spoken with ***** and apologized for the delay in resolution but we have applied a credit as a courtesy due to being misinformed on the correct balance and we went over her monthly rate.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

6/2/2016 Problems with Product/Service
6/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had time warrner for years. Not only did I pay for service that was always down, prices always inconsistent, but I couldnt use internet because modem needed to be replaced. I PAID MORE TO HAVE THEIR MODEM AND PROTECTION SO IT WAS SUPPOSED TO BE REPLACED FOR FREE. It wasnt so I couldnt use. NOW, I paid a month in advance when I started with them. When I left them for another carrier it was a month prior to my leaving so that my month in advance would cover the month i had going forward. I cancelled in Dec. I believe and made last payment in Oct for Nov payment and Dec would have been my month in advance that I paid. They did not apply my month in advance at start and sent it into collections and credit report.

Desired Settlement: I want this bill erased as it should be especially since I couldnt use internet for faulty equipment they wouldnt replace and I paid a month in advance and never missed a payment! Also removed from my credit report!

Business Response:

Reg. ******** *******

 

Hello,

I have spoken with ******** and informed her that we will not credit the 74.24 as this is for services rendered for service period of 08/25/2015 through 09/30/2015 when she disconnected service. The last payment made on the account was on 07/31/2015 for the service period of 07/25/2015 through 08/24/2015. Also on 8/21/2015.

Thank you,

Joshua W.

Specialist, Office of the President

Time Warner Cable

 

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,

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




5/24/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I switched my internet service from Time Warner Cable to **********. TWC has been the most awful company I have ever experienced- the customer service is completely outrageous. I had their service for nearly a year and every time I tried to pay my bill online it would not work and I would have to call them. I was told "every time" I called that they had a temporary issue with the website but this literally happened every time. They also would charge you $5 to make a payment over the phone despite the fact that paying online was not available at the time and I would ask the agent several times to make sure I was not charged the $5 fee and they assured me I would not be charged but when my bill came I WAS charged! I decided to switch to ********** in January. On February 19th, 2016 I made a payment of $39.99. i called several days later and canceled my account with TWC. The agent I spoke with disconnected my service and asked me numerous times why I was switching, etc. That was the end of that. A month later (I believe) I received a phone call from TWC saying that my bill was due immediately and when I called back I was told I had a bill for something like $180.00. Outraged I told them I had ended service wih them and after looking into it they said that they could see something like that on the computer and sent me to someone else who just kept telling me I had to pay this. When I ended my service I was fine. Why would I pay a bill for service I disconnected?! The last time I called (several weeks ago) my call was forwarded 2 times and I was then told that I would have to go in to TWC and talk with someone directly about this issue! Not happening. Now my Mom who lives in Phoenix, Arizona calls me last week and has opened a bill that TWC has sent to my old residence in Arizona that I no longer live at! It is worth mentioning that I have a very strained relationship with my Mother and do not want her knowing ANYTHING about my finances or my life for that matter. That was completely unacceptable- I have not lived in Arizona for 6 years and that IS NOT my address. Is that even legal for them to do? I have had it with this company and I want a resolution tho this immediately and I will not waste another minute trying to contact this company because they give me the run around.

Desired Settlement: I want them to stop trying to contact me for a bill that I do not owe and to clear my credit or anything that is being affected by this. I want a statement from them showing that there is no balance. I would also like to know WHY they sent a bill to my Mother's house in Arizona as I do not reside there. Completely unprofessional.

Business Response:

Reg. ******** ****            Acct# xxxxx3913

Hello,

I have been unable to reach ********. I have left her several voice mails with my direct number and have sent her a email with no response. I have mailed her a letter stating that the balanced owed on the account is $158.33 this brakes down to $125.00 for an unreturned modem and $33.33 for services rendered from 01/29/16 - 02/20/16 when account was disconnected. If the modem is returned the $125.00 will no longer be owed.

Thank you,

Joshua W.

NER Escalations Time Warner Cable

5/19/2016 Problems with Product/Service
5/2/2016 Problems with Product/Service
4/29/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I switched to them & even did most of the installation myself because the person doing did not know what they were doing. I had them come back at least three times because the first time they put the box outside that should be sinside & it rained & ruined the reception for my tv & internet. Then they had to come back a few more times. And when they told me what my bill was suppose to be I paid over $350 & was told I owed $400 more dollars & didn't even have it 2 months yet so I was charged all kinds of fees for their mistakes. I do not remember exact dates- but they were here many times since I ordered my services in february

Desired Settlement: I want a clear bill & my services shut off

Business Response:

Reg. Bernard Shultz                                      acct# *********

Hello,

I have spoken with Mr. ****** today and His services have been working good sense 03/14/16 when the last tech was out and moved line inside. I did Credit his account for 20days  of service due to all the issues during that period Mr. ****** accepted the credit.

Thank you,

Joshua W.

NER Escalations Time Warner Cable

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

I still paid over $300 to them in march & yet I only had them a month then




Business Response:

reg. ******* ******           acct# *********

Hello,

I have spoken to Mr. ****** once again I have educated him That is bill is over 300 due to 3 bills being printed and no payments being made There is a balance of 388.42 which 229.21 is past due this was 329.67 before the credit I applied earlier. he has been told that if he pays 180.00 by 04/22/16 we will make arrangements for the balance but at this time no arrangements will be made as no payments have been received on the account. He received a credit for 20days of service already.

Thank You

Joshua W.

NER Escalations Time Warner Cable

4/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My cable service with Time Warner is not satisfactory. I live in a condominium / apartment residential area and cable was interrupted because the fence installer at our patio damaged the cable. I called Time Warner and the technicians arrived to fix the problem. I was told that the cable will be buried sometime in the spring. Time Warner never sent a technician to bury the cable when spring arrived. Time Warner has not buried the cable and this is causing intermittent interruptions signal problems. I called Time Warner a few months ago to resolve the issue and was told it was scheduled for the year 2017. Time Warner customer service has given me the run around and never told me when they would bury cable. Time Warner has on several occasions left me on the phone completely ignoring me even as I spoke to them today on the matter of simply burying the cable.

Desired Settlement: The inconvenience of the time and effort to call Time Warner customer service regarding the cable intermittent signal problems and the run around and the ignoring of my complaints should entitle me to: Billing credit The burying of cable .

Business Response:

Reg.  ****** M ******   Acct# xxxx*****

Hello,

I have spoken with Mr. ****** and have scheduled to have the drop buried tomorrow 04/27/16.

Thank you,

Joshua W.

NER Escalations Time Warner Cable

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,

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




4/22/2016 Problems with Product/Service
4/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made two payments to this company & they don't credit my account. I made one with an electronic auto draft check on Friday March 18 which cleared on that date & I made one on Sunday March 20 with a discover just so I could activate a device. Later that night I couldn't even order a 10 channel (sports pass) because my account wasn't credited. I spent 2 hours on the phone to get told to contact my bank.

Desired Settlement: I need a sizable credit to my account & a detailed bill of what channels I get & what I pay for. They failed to send me bills then I get one after 3 months. I paid it right away. They lied to me on installation dates. This company has big customer service issues that need resolved.

Business Response:

RE: *****  Acct # *******-08 

Good Morning. 

TWC has communicated with Mr. ***** in regard to his complaint.  

His account was reviewed and it was found that both payments were posted to his account on March 21, 2016.  The 160.10 was sent by check to the TWC LOCKBOX and the other one for $156.93 was a discover payment made through the IVR on 3/20/16.  

The sports pass was ordered on 3/20/16 with an agent which should have processed properly.  Prior to this call , if the customer tried to order the sports pass through his remote, he is  correct the box would not allow him to do so as it would see the account as past due until the 2 payments were posted on 3/21/16.

The customer’s bills are printed and sent monthly and mailed to his street address.  If the customer is not receiving these each month he has been instructed to contact his postal carrier to find out why the bills are not being delivered.  To avoid any issue with the post office the customer has also been instructed to set up a servicesaccount at timewarnercable.com.  On the TWC website he would be able to see and print his own statements each month.

There were some changes on the customer’s install so the install fee of $49.98 has been credited.  The late fees for 2/10/16 and 3/10/16 in the amount of $17.00 were also credited.  The customer will see these credits on his next statement. 

 

Thank you

RET

TWC NE Escalations

4/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Time Warner in August of 2015 with a concern that I had been on a promo which was supposed to last a few more months, but which they said had run out. They resolved my issue by putting me on a different promo and saving me some money. This was the second time they said a promo had run out sooner than they had originally told me. The new promo they gave me ($171.18 a month), I was told, would be good through July of 2016. I checked with the customer service representative several times and she assured me that this promo would be good for a year. The last two months (February and March, 2016), my bill was raised to $173.93, but I didn't think too much of it because it was not too far off from my original quote. This month (April, 2016), I got a bill for $197.67 with a statement that my promo had run out, but that they had put me on a new promo. I called and explained that I had been promised a rate of $171.18 through July. They just kept saying my promo had expired. This is the exact reaction I got the last two times this happened. Only when constantly pressed about what I had been told did they say that my quote was a mistake. I said, "So you don't stand by what you tell your customers?" After about twenty minutes on the phone and with a great deal of effort I had to put into their hearing my complaint, they said all they could do was check the recorded phone conversation and call with a resolution, which they have not done. They acted as though they didn't even hear me for the first twenty minutes. This is the third time that a promo they have offered me has run out earlier than they promised.

Desired Settlement: I would like Time Warner to be honest about their promotions. I am on a fixed income and I want to know exactly what to expect my bill to be during any promotion period they offer. I do not want to expect one thing that I am told and then find that they do not stand behind what they promise.

Business Response:

Reg. ******* ******     acct# ********

Hello,

I have spoken with ******* and we have came up with a resolution. ******* had several promotions that had staggered dated this was causing the confusion with promotional end dates I have went and adjusted all her promotions to have the same end dates so this issue will not happen in the future. ******* was very please will my resolution and she have my number incase she has any issues in the future.

Thank you,

               Joshua W.

NER Escalations Time Warner Cable

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,

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




4/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i have been given the run around 3 separate times with twc on 3 separate rebate issues and they lie this time i said no more i was talked into starz with the promise of a 50$ visa gift card and that i would have to keep starz for 3 months which i did they changed it to 6 months and said i was sent a code to use which i never got and they want my first bill i was NEVER told anything I'm sure they hope people wont contact them for rebates this is the way they operate and I'm sick and tierd of it!

Desired Settlement: 50$ visa card

Business Response:

Re: Sukar  Account #  *********

Good Morning,

TWC has been unable to reach the customer by telephone.  A "no contact" letter was sent with TWC 's findings after the review of their complaint.

Findings:

The customer ordered Starz in 2014, the $50.00 rebate was an offer by the Starz Channel not Time Warner Cable  and had to be redeemed by 12/31/14 (see attached rebate form).  The 2015 rebate offer is for $25.00 which the customer would also not be eligible for.   Time Warner only relays the information to the customer in order for them to redeem the rebate if they wish.  The customer may also "google" Starz rebates to see any of the rebate offers that are available along with the terms and conditions.

Thank you

RET

TWC NE Escalations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ******




4/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For the past 8 months my internet has been dropping to dial-up speeds every single night around midnight (when the Time Warner servers refresh). When the issue first started this would occur for roughly 90 minutes each night. It has since decreased to 15-30 minutes, but continues to happen every night, without fail. More recently, I have started to have issues with my speed getting throttled during the day. I have called multiple times about both of these issues, spoken with multiple tech support representatives and had 2 service appointments at my house. ALL OF THEM agree that the issue is not with my equipment, but with the Time Warner servers that are feeding my house. Despite this fact, nothing has been done in 8 MONTHS to correct the issue. I keep getting blown off or ignored and having to walk through the same story over and over on phone calls, just to have them say they are "escalating the issue" and then having absolutely nothing done to fix it.

Desired Settlement: I want this problem fixed yesterday and I want to be compensated for the unreliability of the service that I have been paying for, for the better part of a year.

Business Response:

RE: **** Acct # **********

Good Afternoon,

A TWC Customer Care Manager has contacted the customer in regard to his complaint.  At this time the customer refuses to have another technician at his home.

Below are TWC findings:

The  NER TOC was able to identify a pattern of bitrate spikes matching the times the customer’s report of slow speed shown below on the graph. This does not indicate a network problem, however it measures the data passing through the customer’s modem. The spikes represent times of high activity uploading / downloading data. If the customer is potentially streaming on multiple devices simultaneously they may not be able to receive a full 15 mbps download speed on all devices. This is supported by the customer’s statement regarding speeds returning to a full 15 mbps after the Playstation Vue TV streaming service is deactivated.

It is the our recommendation to have a product specialist consult with the customer to ensure that they are in the best suited subscription for their internet needs. In the event the issue remains, we would advise to a service call be to proof out the residence for potential inhome issues, possible CPE issues,  and to collect speeds tests.

Thank you

TWC- NE Escalations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Part of the context of my original complaint was that two service techs had already come out to my house to inspect all of my equipment and all the lines inside and outside of my house. Having done so, BOTH service techs concluded that the problem is with the signal being sent from Time Warner to my house, not with anything at my house. Therefore, the recommendation to send a third service tech to my house, who would inevitably find the same thing that the first two found, is pointless and a waste of my time.

With regard to the assertion that my usage is the culprit of this issue, this type of customer blaming is not based in fact and is an underhanded way to try to up-sell unnecessary services and is frankly an insult to my intelligence. Having clearly not listened to my complaint let me reiterate; I have 2 separate issues:

1. [This issue has been occurring for 8 months regardless of devices being used or any other factors] The latency of my internet connection becomes extremely high for a period of time every night around midnight (give or take an hour). I regularly get pings upward of 1000ms, with the highest I've seen hitting 25,000ms. I have sent evidence of this issue as recently as two nights ago to the Time Warner Engineer (Paul G*****) who is supposedly still investigating this issue.

2. [This issue started the day I got Playstation Vue (about 3 weeks ago) and ONLY occurs while using that service] When I'm using Playstation Vue, regardless of whether I'm using any other devices on my network, if I have it playing for more than about 3 hours straight, I will suddenly get connection errors. When this happens, I stop Playstation Vue, turn off my PS4 and then run speed tests. For the next 10-15 minutes (although it has been as long as an hour) I won't be able to hit speeds over 3mb/s. Then, magically, with no router or modem reboots, my connection will come back up to 15mb/s, as it should be. This process will then repeat if PS Vue is on for more than a couple concurrent hours. I am 99% certain that this is occurring due to Time Warner snooping my connection, and seeing either a. the excess throughput caused by streaming video for 3 hours straight and/or b. that I'm using the Playstation Vue service, which is a threat to their entrenched cable business model. Once they see this, they throttle my connection until the "offending" usage goes away. Considering that throttling is currently prohibited by the FCC, if this happens again I will be reporting this issue directly to them.

These issues are unrelated as far as I can tell.

Once again, what I want for Time Warner to do, in order to resolve this complaint, is to fix their own hardware which is ineffectively supplying an internet connection to my house. I pay for a service and I have a right to expect that service to work. If I need to have a fiber line run directly to my house to accomplish this (at Time Warner's expense) that's fine, but there has to be some solution beyond blaming me and then saying that they have no idea how to fix the problem. Paying $40/mo for an unreliable service that I have to jump through hoops to try and get repaired is ridiculous. If you want to give me free, unreliable internet I would have less to complain about.

Speaking of which, I also want to be reimbursed/compensated for what amounts to nearly a year of unreliable internet service.

An Extremely Dissatisfied Customer,

**** ****




Business Response:

FINAL RESPONSE

This matter has been referred to a Manager who has spoken to Mr. **** and the TWC technical department.  It has been recommended that the customer may want use a higher speed of internet service or have a technician come back to his home to try and determine what is causing the issue.  The customer refuses to have another technician come out.  At this time TWC is showing no problem found. 

I have forward the customers information back to the manager for additional review.

Thank you

RET

NE ESCALATIONS

4/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: paying for internet service not received, paying for 2kbs service and receiving broken intermittent service at less than 1 kbs.

Desired Settlement: require full refund for all undelivered 2kbs internet service, and correction to future agreed upon 2kbs internet service.

Consumer Response:

I am paying Time Warner for 2mbps internet service and they are only providing me with 0.09 mbps internet service. I have reset my modem and router, there is nothing wrong with my NEW equipment. Time Warner is restricting my internet speed to force me to buy more expensive service.

I am also filing a complaint with the FCC regarding Time Warner internet service.

Time Warner Cable

Business Response:

RE: *******

Good Morning,

TWC has been unable to reach the customer by telephone.  There is no existing phone number on the account and the number provided is disconnected. TWC has sent an email with response also.   Per our recent diagnostics test, the customer is receiving the proper speeds of 2/1 Mbps for the Everyday low price product.

If the customer wishes to have a service call she will need to return my calls or contact customer service for an appointment. 

Thank you

RET

TWC NE Escalations

4/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been having an issue with my balance's almost on a monthly basis, when I called(every month)to fix it, I get different reasons, answers and amounts at times. Last month when i called, the guy(in customer relations)assured me there would be no more issues and he fixed it in the system. And then there is this month again, only this time I am carrying a balance(I take pride in paying ALL OF MY BILLS ON TIME & IN FULL), the first call this a.m. the guy said he found the reason and asked if he could put me on hold, three-four minutes later , a female comes on the phone (that I was not transferred to) and I have to start all over again. She tells me that my bill has gone up and I need the pay the balance of last month then and there. I told her that I did not owe that and I am not paying that. I asked to speak with someone in customer solutions, this lady tried telling me that my entire package was initially $300.00+ and that I should be grateful and they are saving me over $100.00, now at this point I am fuming, i hung up took a walk and called again, this lady tells me that my bill had gone up two months ago due to price increase. I explained to her AGIAN what I've been trying to tell everyone is that my bill was just done over from the yearly packages(I have to call every year BEFORE the years end of my package to redo it and they always say they gave me a deal) and that it included the increase, she proceeded to tell me I was wrong. I then told her that I was reporting this to you, hung up and here I am. Now I have been a regular customer with them for just about five years, I have NEVER missed a payment, nor NEVER late-I had been displaced by a fire going on three years and all of this started when i moved here from the hotel. they were supposed to put my account on hold(not to close it) so I was to keep the same package as I had there along with same number. Needless to say not only did that not happen, but they started me out as a brand new customer, they did a credit check(which gave me a hard hit) and attempted to charged me for the first two months($352.+ up front to turn my service on). I also had to have my cable box changed a couple of times due to service problems with the DVR not working, along with a discount for losing ALL OF MY RECORDINGS. I have had it with this company and I HAVE to have them because there is no other one around, I had heard that another company bought them out, just haven't heard anything more.

Desired Settlement: I've had a couple of discounts for this very reason, along with service problems before, I want a discount for the entire year and I want it to stay the same on my bill when I go to pay it online. I also want them to put a note some where in my file that states the amount and why. I normally don't make demands like this, but I have had it with this company and they need to be held accountable, given the fact that we as customers do not have a say so in the matter and we are at the mercy of whom ever is on the phone. They do not have a selection to speak with supervisors or someone like them.

Business Response:

RE: **** *******

04/02/16

I have reached out to **** and apologized for the poor service she received with previous agents and applied a new promotion that was satisfactory to ****. She is a loyal customer and we are happy to assist her I have provided her with my direct number so if she has any issues in the future she can call me and I can take care of them.

Joshua W.

Time Warner Cable Escalations

4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Being a senior on fixed income, I decided to cut back on unused services from time warner. I spoke to a cust serv rep and told him my dilema. I then was told to down grade my services would add an extra $40 per month.

Desired Settlement: reduce monthly cost as such listed on their website

Business Response:

RE:  **** Account # *********

Good Afternoon,

TWC has spoken to the customer in regard to his complaint.  After reviewing the account Showtime was added and EPIX and the Extreme internet speed was downgraded.  New promotions were added to the account bringing the monthly rate to $126.66 per month .  A customer loyalty credit was given in the amount of $16.03 making the current bill $126.66.  The customer was advised that he would only need to pay this amount.   TWC apologizes for any inconvenience this issue may have caused.

Thank you

RET

TWC NE ESCALATIONS

4/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My boyfriend and I called to complain about subpar internet speeds in our house. On speed tests we were getting readings of 14 Mbps when we were paying for 50. An operator from time warner indicated she saw a "huge problem" and someone came and changed all the wires in my house and to the pole, plus went onto the pole for maintanance. We continued to check speed tests the next day or so and noticed no improvement, so another operator stated we needed a "lead 2" to come out to our home and evaluate the situation. The lead 2 came and didn't see issues at the time of visit although they could not get the Internet to operate on our devices-only their iPad. They offered to come back and reevaluate in a few days if the problem persisted- which it did. They again came back and ran speed tests on their equipment and left in less than 5 minutes. This was all in early February, the last date of a service was 2/20/16. I get my bill and there is two separate service fees for 50.00 each. I've called three times and did an online chat to have these charges removed as the services were to fix their faulty Internet and we as consumers were not informed of fees for each visit-meanwhile the operator forced the first visit and the second one the lead 2 stated "he'd be more than willing to come back if issues continue"- no mention of charges at any point. No notes were left in the account when I complained about the bill 3/15/2016- I found out 3/25/16 the lead went in and added addendum notes stating we agreed to pay the fees and a slew of data information that was never recorded for more than a month and now suddenly is perfectly remembered for my record. They spoke to me 3/24, 3/25, and to my bf 3/28 and insist we have to pay this fee. I need help with this as apparently time warner will not be understanding of their own issues with their services.

Desired Settlement: Removal of service fees charged totaling 100.00

Business Response:

RE: ********** Acct # *********

Good Afternoon,

TWC has spoken to the customer in regard to their complaint.  The customer was billed two fees for service calls pertaining to her customer owned modem.  When the technicians arrived and did diagnostic test with TWC equipment everything is working fine and no issues.  When the customer hooks up to their own equipment they are having issues.  The customer was told TWC would credit the two charges one time in the amount of $99.98, however, if the tech comes back out again and the issue is still their equipment they will again be charged. The customer was also given the option to return to leasing a TWC modem and TWC would maintain it.

This issue has been closed.

Thank you

RET

TWC Northeast Escalations

4/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have talked to customer service 3 different times and been quoted three different prices. Last call I asked to speak with a supervisor and that request was refused with the promise of a call back which to this date was never received.

Desired Settlement: I want to be contacted by a supervisor with an explanation of why I was not contacted as promised (I have the contact names of who I talked to) and I want my bill adjusted to what I was initially quoted along with a credit for this month that they have been giving me a run around.

Business Response:

RE:  ********* Acct # *******-03

Good Morning,

TWC has contacted the customer in regard to their complaint.  The customer was given a new promotion for 12 months in the amount of  $226.72 which includes taxes.  A $100.00 loyalty credit was also applied to the account.   The customer currently  has a credit of  $131.04 .  TWC apologizes fro any inconvenience this issue may have caused. 

Thank you

RET

TWC NE Escalations     

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. 

Thank you for your help.

Regards,

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




4/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Time Warner Cable tried collecting funds from my account without permission multiple times a day leaving my bank account $-222 dollars from overdraft fees. I talked to 8 different managers in 4 different departments and was told that the money would be refunded to me into my bank account. I called 4 days later and they told me that they refuse to refund the money to my account. Extremely dis-satisfied with the company and mangers of billing department and finance department.

Desired Settlement: I would like the money ($222) that was charged to me by my bank account from Time Warner Cable trying to deduct my Bill from my bank account without authorization.

Business Response:

RE:  **** Acct # *********

Good Morning,

Mr. **** has been contacted in regard to this complaint.  He filed a complaint with our "Office of the President" for the same issue.  Below is our response. 

I spoke with *********, reviewed charges and returns with copies of bank statements that customer provided. Informed that Time Warner only tries  to process a payment one additional time after being returned from financial institution. His bank has charged him $37 for each time we tried to process payments, on three separate occasions, informed ********* that the charges from his financial institution are between him and them, TWC  only charges $20 to TWC account once per denied transaction. Customer states that he has also contacted the BBB, informed that our department handles those as well and that I can handle that complaint. Customers states that unless he is reimbursed $222 he will cancel his services. I denied his request as it is not justified, customer says he’ll wait to hear from BBB complaint before cancelling

Steven

Time Warner Cable

Specialist, Customer Care Support

Thank you

RET

TWC NE Escalations

Consumer Response: Better Business Bureau: Time Warner cable has all of my documented files of my bank statement on file. They did not have permission to try to pay my bill with my account. They tried 6 times, sometimes multiple times a day to receive funds. That's a total of 222 dollars and I want to be refunded that money. They did not have permission to do that so this is their fault that I'm out of 222 dollars not my banks. Thank you

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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




Business Response:

RE:  **** Acct # *********

Good Morning,

Mr. **** has been contacted in regard to this complaint.  TWC has reviewed charges and returns with copies of the bank statements that were provided. The customer's bank charged him the $37 for the times TWC tried to collect the money promised to us. The customer would need to dispute these charges with his financial institution.  At this time, TWC will not issue any credits to the account and the customer needs to dispute the charges in question with his bank.

Thank you

RET

TWC NE Escalations

3/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have had TWC since 2007 with the same modem as we received when we signed up. Their website state "TWC makes upgraded equipment available to you at no additional cost if we update internet plan speeds and when technology improves." When I asked about "improved technology" I was told that my 2007 modem was the most up to date. When I questioned that I got the run around. When I told Anton B*** that I was going to complain and I no longer wanted to talk to him, he hung up and my modem shut off (pretty timely coincidence). I bought my own modem today and my internet connection has improved drastically.

Desired Settlement: I think that I deserve a refund for my rental fee from the time that technology improved (at least 3 years).

Business Response:

RE:  ******* Acct # *******-02

Good Afternoon,

I spoke to the customer in regard to her complaint. I apologized that TWC was not able to resolve this issue sooner.  The account was upgraded with the extreme internet speed at no extra cost for 12 months.  A credit of $100.00 was also given.  The customer is all set.

Thank you

RET

NE Escalations

Consumer Response:

Better Business Bureau:

Roxanne was very pleasant to work with.  She resolved the issue to my satisfaction and was very understanding of my frustration.

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

Regards,

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




3/16/2016 Problems with Product/Service
3/16/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Time Warner Cable has switch my billing multiple times without properly warning me the customer - I just find the bill raised for no reason but with the same service

Desired Settlement: Stop these corrupt billing practices of raising our rates for no reason.....

Business Response:

RE: ******* Acct # ***********

Good Afternoon,

I spoke to the customer in regard to their complaint.  The customer is not happy that he is on a 12 month promotion that is over and his rate changes each year.  The customer also inquired about his internet service and that he could purchase his own modem but TWC would not maintain that modem.  The customer states he is going to check with other services and then let us know. TWC does not wish to loose this customer but at this point we can not give the customer a "fixed" rate (approximately $150.00)forever that he is looking for.  However, TWC did apply a promotional rate for $150.59 for 12 months until the customer decides.

Thank you

RET

TWC- NE Escalations

3/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I canceled my service on January 19th and returned my modem on January 20th via FedEx. The following week I confirmed the equipment was received.. I then received a bill and inquired and they said not to worry about it because my service was canceled and I would be receiving a refund for my balance of over $40.. I then received a second bill 2 weeks ago so I called and spent over an hour on the phone.. they told me my internet service was still active and they would back date it to January 19th when I originally canceled my service. and I would be receiving a refund check within a week.. I called last night and was told my account is still active and it has not been canceled as I have been told many times that it was!

Desired Settlement: cancel my service and refund my money that is due to me as well as extra money for my trouble spending hours on the phone and through chat trying to work this out

Business Response:

Re: ****** Acct # *********

Good Morning,

I spoke to the customer in regard to complaint.  Her account was disconnected and the service backdated to January 19,2016.  A refund will process for $67.41.  This process takes approximately 4-6 weeks.

Thank you

RET

NE Escalations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When i receive the refund then i will consider this matter closed, 

Regards,

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




3/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have made numerous attempts to resolve service and billing issues with Time Warner Cable (TWC), I contacted the company in October and was put into a promotional plan that increased my cable bill after the company adding land line phone services and whole home DVR service. I agreed to the whole home DVR service but was never made aware that phone services were added. I indicated to the representative that I had phone service with another carrier and I had no interest in moving the service to TWC. Shortly after the install I contacted TWC because the DVR service was not working. I was told that the box needed to be replaced and that a new box would be mailed out. After several weeks I contacted the company again because I had not received the box. I was told that there was stop placed on the box and that it was not being shipped. I asked that the service be removed from my policy and to date, I am not sure if this happened. A few weeks later I called to have all of the Premier channels taken off my account. It was at this point that I was advised that I was paying for phone service. I spoke to a supervisor and as advised that the bill would be corrected and that I would receive a follow-up phone call the next day. This never happened. I called TWC on 2/27 and asked for a Supervisor and was transferred to Leola. I explained the situation to her and she did make adjustments however, I am not comfortable that the company has made the appropriate adjustments. In speaking with management staff I was advised that they needed to listen to the tapes of my prior recorded calls to verify my requests to change my coverage and then if this could be verified the credit would be applied. I feel that TWC fraudulently added services to my account that I never authorized and then expected me to cancel services that I was never made aware that I had. I made numerous attempts to contact the company to rectify the situation and do not feel that the company acted honorably.

Desired Settlement: Resolution would be to have my account reviewed, the bill adjusted and the company put on notice that this is not acceptable. No customer should have to call as many times as I did requesting corrections to billing.

Business Response:

RE: ******** Acct # **********

Good Afternoon,

I have spoken to Ms. ******** in regard to her complaint. A credit was given for the billing of telephone in the amount of $74.15 from 10/24-12/13/15 that she stated was never ordered.  Credits were given previously for the dvr issues she was having.

This issue has been closed.

Thank you

RET

TWC- NE-Escalations

3/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Have been Time warner or predecessors customer from the first days of cable locally. I can understand modest annual cost increases. I have the standard triple play plan advertised for new customers at $99 a month. My bill for March went up from $150 to $172 and included a $9 charge for sports that wasn't ordered. Overall a 15% increase, more than I think is reasonable. My options, if this is truly the best price I can get, is to cut back on the services or find an alternate vendor or vendors which I'm investigating right now.

Desired Settlement: Reduced on going billing for current services, preferably reverting back to prices in effect at the start of 2016

Business Response:

REG. ***** ******     ACCOUNT# *********

Hello all,

I have reached out to ***** and worked with him on getting him into a rate that better fits him he accepted the new rate.

thank you

Joshua

TWC CNY Escalations

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,

***** ******




3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner has unethical business practices regarding services pricing. On three occasions in the last three weeks I have contacted TW 800# customer service to get pricing consistent with other existing customers I know. On each call, after many minutes on the phone, I get different pricing depending on who is handling the call. My neighbor who is an existing TW customer just received price reduction to $89.99 for the Triple Play package. He then added enhanced DVR, cable modem & with taxes came to about $120. I pay over $50 more. On one of my three calls, when the cust serv rep gave me more attractive pricing and when I told her I was satisfied and wanted to move forward. She transferred me to another dept to make the change and I was told by them that I could not get that pricing and that there were no notes left on my account to indicate I had been quoted the better pricing. Also on one of the calls I was quoted a price for Triple Play which although still much higher than my neighbors was less than I pay now. When I asked to add DVR to Triple Play, the price increased by $30, not the $10 I expected. I was told it was because DVR was not in the package. I then asked to speak to a supervisor. I was told she would call me after her meeting. I have yet to get a call. I also asked for the price of just Turbo internet with no TV or phone and was given a price of $70 which is almost as much as my neighbor pays for Triple Play which is 200 TV stations, phone and the fastest internet 30/5. I'm fed up with this. I appreciate your help with this matter.

Desired Settlement: I would like to get Triple Play at $89.99 and enhanced DVR +$10 for at least a year. This is consistent with my neighbors pricing.

Business Response:

RE: ****** Acct # *********

Good Afternoon,

I spoke to the customer in regard to his complaint.  After reviewing his account new promotions were given bringing his rate to $165.06.  The new promotions will include enhanced DVR and extreme internet with the triple play.

The customer will exchange is equipment at the front counter and which time the promotions will start for 12 months excluding his premium promotion which will end in September.

The customer also has my direct number if he should have any further issues with this complaint.

Thank you

RET

TWC- NE Escalations

3/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For the past two years I have recieved a letter from Time Warner Cable stating that my promotional rate will be changing but I will still receive the same services. Last year(12/2014) I called the number on the letter to negotiate a price. I was given a decent rate. I made sure that I saved the reps name and got a reference number. The next bill that came and it was much more than I was told. I called and was placed on hold several time and then was told the rate that I negotiate was only good for one day. This makes absolutely no sense to me. After an long time on the phone I was able to get a rate that was somewhat close to what was offered to me under the reference #. This year(12/2015), I received a letter again stating that my price was going up. I was given a price in the letter. I called to see if I could work out anything. I was told that they couldn't offer me the price in the letter and that it would be a higher price. After a lengthy time of being out on hold, I spoke to a team leader. The team leader was able to get my price back down again. He stated it would be good for the next 12 months. I made sure again to get a reference number. I recieved my bill one month later. The cost was higher than the price I was given. I called on 2/7/2016 to find out why the price was incorrect. I referred to the reference number and the price I was told. Again I was told that they could no Longer offer me that price. This was once month later. I angered and feel like the reps say a price to shut you up and then it changes and they can no longer offer me the rate. I think this is poor service. Unfortunely I live in a dwelling where time warner is the only option. All my phone calls to time warner have been recorded as well as the reference numbers. I would like someone to review these calls to see the run around and billing issues I have had. It's not fair.

Desired Settlement: I want the price that was quoted to me in the letter. I have the letter. I also don't want to run around. I want my bill to stay the same for a year. Next year I don't want to receive a letter stating a price and then be told that they can't offer this rate. I would like my recorded calls reviewed and my reference #'s reviewed. This will show how many times my price has changed

Business Response:

RE: ******* Acct # *********

Good Morning,

We have been unable to contact the customer by telephone so a no contact letter has been sent.  The customer will need to email a copy of the letter showing the different quote.  The promotional letters usually only quote the promotion and does not include anything that would be ala-carte or taxes. This may be the issue. 

Thank you

RET

TWC NE ESCALATIONS

3/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing because I feel Time warner is price gouging or taking advantage of customers without flat tv's ownership. My bill originally was $18.76 per month for basic. An increase in February I have an older tv 24" screen. Well the broadcast shrunk the picture rather than full screen. When I contacted Time Warner by phone I got the run around, I I to the office and complained. I was told I needed a box and additional remote scheduled installation. This did not correct my problem, which I was told was a mandatory hook up for an additional chrg every month. Also I was told that maybe I should invest in a flat tv to receive HDV. I feel I am being targeted and being an isolaled case for additional money. Can you help me very dissatisfied what seems to be a lost cause. Thank you!

Desired Settlement: No expantion of picture to full screen viewing desire to rectify problem.

Business Response:

RE: ****** Acct # *******-01

Good Morning,

I spoke to the customer in regard to his complaint.  A technician was at his home yesterday to attend to his service issues.  Also a promotion was added to the customer's account for 12 months.  In addition a $3.82 credit was given for programming issues.  The customer is all set at this time.

Thank you

RET

TWC- NE Escalations

3/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have upgraded from Standard Internet Plan to Extreme Internet Plan. The Extreme Plan includes "Free Home WiFi" as shown in the TWC website, while the Standard Plan does not include "Free Home WiFi". Since I have upgraded to the Extreme Plan, I want to have the "Free Home Wifi" which should be come with a wireless router or router-modem 2-in-1 device. I am now using my own cable modem without any monthly rent fees. While when I told the customer representative that I want to have the Free Home Wifi, she/he told me to pay for a monthly rent fee. This is ridiculous: 1. From the customer representative, if I'm using Standard Plan and want to use "Home Wifi", I need to rent the device. 2. From the TWC website saying Extreme Plan includes "Free Home Wifi", I should have the free Home Wifi without any monthly rent fee. Since I pay for the Extreme Plan, why can't I get the "Free Home Wifi"? If I need to pay the monthly rent fee, what's the difference between Standard and Extreme?

Desired Settlement: I was told by other friends that they are using Extreme Plan with a 2-in-1 device from TWC without any monthly device rent fee. My desired outcome is to get the device for "Free Home Wifi" without any monthly fees.

Business Response:

RE: ** Acct # *********

Good Afternoon,

We have been unable to contact the customer so a no contact letter has been sent.

In regard to their complaint , in order to receive wireless the customer must have a wireless modem. Currently the customer has his own D3 modem .The customer would need to contact the manufacturer of his modem for assistance.  If his converter is wireless he will need to locate his wireless network on his computer.

Thank you

RET

TWC- NE ESCALATIONS

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

Complaint: My complaint is really just false advertisement and being quoted over the phone for a price that didn't even come close to my bill. You can go online, or anywhere and see that standard internet they offer is $34.99 for 12 months. Or even if it was the old price of $39.99 I would understand. I receive a bill for Standard Internet Charge of $59.99 for this area, which I do not understand why it costs more in this area than any place else, leaving me with some ???. Now although the total charge comes to 118.78, which was well over the quoted price by phone, willing to accept extra charge for Modem Lease, and Installation service. My question is are people in this area being overcharged? As I've heard many complain. It's the monthly fee of 59.99 for "Standard Internet," that I have a complaint with, when they offer the better package of "extreme+tv" at $44.99 for 12 months. Leaves more question marks, when I only had it a month before, they also are tagging on for a previous month, only 1 month I was with them before, after paying in full from over a year ago. That's only 2 and a half months total I have been a customer.

Desired Settlement: If they are in fact overcharging in this area as they had in the following areas listed on the site I've provided below, the desired outcome would be to refund ALL customers in the area, like they had to in 2013. "The $2.2 million in refunds represents the amount, plus interest, that TWC overcharged subscribers in the towns of Glenville, Livonia, Stafford, Oakfield, Geneva, Thompson, Lima, Batavia and the villages of Waterloo and Ellenville." Again the link is below. *********************************************************************************************************

Business Response:

RE: ****** Acct # *********

Good Afternoon,

I spoke to the customer in regard to his complaint.  After reviewing his account the promotion for $34.99 was reapplied to his account.  So his monthly rate will be $45.79 with tax.  The promotion is effective from 1/13/16 and will run to 1/12/17.

Thank you

Ret

TWC NE Escalations     

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

Complaint: I contacted Time Warner chat support yesterday to ask questions about what might need to be done IF i wanted to cancel my cable and only have internet. The agent refused to give me any information, only told me to call the cancellation line. I wasn't looking to cancel yet, I just wanted info. They refused to give me any real info. I told the agent they were not helpful at all, and that I'd be filling out the survey and letting time warner know just that. 15 minutes later my wife texts me from my house letting me know that our internet was down. I was furious. Once I got home from work i called time warner and spoke with an agent who advised me that It looks like the chat agent disconnected my internet out of spite. This is so unbelievable unacceptable that I can't even describe it. The phone agent then couldn't active my internet again with the modem that I had, they couldn't figure out why. After spending a while on the phone, they got me activated back with internet service with a time warner provided modem that I had in my house from a previous promotion. However now, I have a 10 dollar modem fee because I'm using Time Warner's modem. The agent was kind enough to credit me the fee for the first month while I get this figured out. THe person that disconnected my service out of spite should lose their job.

Desired Settlement: I expect first of all that the person that disconnected my service to lose their job. This cost me a ton of time to get this taken care of and they shouldn't have the power to do this in the first place. I expect a credit to cover the cost of the modem fee for a LONG time until I can buy a new modem since they blacklisted my personal modem that I had been using for years. I also expect a credit to make up for this terrible experience that shouldn't happen anywhere to anyone.

Business Response:

RE: **** Acct# *********

Good Morning,

I spoke to the customer in regard to his complaint.  I apologized that his service was interrupted in error.  The customer does not currently own a D3 modem to support his service.  The customer will purchase a D3 modem, and then TWC will swap the current modem so he will not be charged the modem lease fee.  A credit of $133.76 was given to compensate for the issue.  The account is all set.

Thank you

RET

TWC NE Escalations

Consumer Response: Better Business Bureau:

Even though I think Time warner is a thieving poor excuse of a company and the manager i spoke with tried to lie about what happened, I'll accept their response and offer so that I do not have to continue working with them.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ****




3/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been used time warner cable internet service since 2012. At beginning, my service is $40 for 15M and then after one year, they said my promotion is end and the price will be $60. And when I purchased their service, they never told me about the promotion. And then they offer me a deal which is upgrade to 20M with $66 for one year. And after one year the deal is end and the price is become to normal and I upgrade it to 30M with $78.63 with no promotion deal. In Feb 2016, I found the price going up to $90. I chatted with their representative and they said my promotion is end so the price is going up. Again I explained to them that my promotion is end about one year ago and then he gave me a website to show their REAL price. I asked them why there is nothing showed in their ad website, he didn't explain it. I think time warner cable played this game for a very long time that they never to show their REAL price in their website. This is really a misunderstanding for customer. In their website, they have "was price" under their promotional price. People may think the "was price" is their real price but that price is never to be useful. Their real price link is hide in the support part. I write this is to inform people that when you see the very low price in time warner cable website, it's only for 12 month and it will be externally higher after 12mo.

Desired Settlement: Change the website price and add your real price.

Business Response:

re: ****** **    account # *********


Hello,

I have spoken with ****** and have applied a new promotion to his account that would lower his bill to a price point that was good for him. He accepted the new rate offered and is all set. 

Thank You,

   JW

TWC NER ESCALATIONS

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,

****** **




3/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been charged for at least two years for a modem I own personally. I have notified Time Warner on several occasions about their $10.00 fee every month for this modem telling them it was not their equipment but mine. A service technician was eve sent out to my home in Dec. to clarify this. I have his first name and tech# if you need it. Sure enough the next month I was charged again and I called Time Warner and they said they would fix this problem. The next month the same thing happened. When I called Time Warner again. (Spent 1. 1/2 hours on the phone ) and talked to three different reps in three different states. On Ja. 17th I talked to Marcus in Buffalo because I felt Time Warner should do something for over two years of overcharges. He told me he did not have the authority but he would contact leadership line rep. As a result he contacted Nicole who told him to tell me she could offer $50. credit and the Better Business Bureau would pay me the rest. Then she told him to have me read the Mac number on modem. Evidently she didn't believe the Time Warner tech that came to my home. She then said she thiought it was their modem and wanted to REINSTATE the fee. I felt her attitude about contacting the BBB to refund the difference was sarcastic!!!! Poor customer service interaction let alone how much money Time Warner made off me for over two years. I am only one account. It could be quite profitable if this went on other accounts. I have been a TW customer for years and do not appreciate how I was treated.

Desired Settlement: Contact from TW Company and a billing adjustment.

Business Response:

RE: ****** Acct # ********

Good Afternoon,

A technician was sent to the customer's home to verify if the modem they were using was actually theirs and not TWC.  When the technician arrived he found that the equipment (modem) was in fact TWC  (ours) and that they were using their own wireless router in conjunction with it .  The technician informed the customer that they would need to purchase their own "modem" for internet and would need to keep the TWC modem just for the phone. Once this is done the modem lease fee would be waived.

Thank you

RET

TWC-NE Escalations team

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

Complaint: Repeated dropping of telephone line during a phone call - current problem since December 2014....Have at TW request replaced the portable phone 3x, replaced electrical wall outlets, called supervisors cell # to come out, verified that it was not my mother who is 84 with disconnecting - checked w/my long distance carrier to my mother....it happens on both local and long distance....I have a record of times and dates - final straw was tech arrived for service on 2/19 and told us a supervisor would call to schedule appt. for sat. - when no phone on sat..had someone else come out and basically told us that supervisor does not work sat and he was locked out of access to the records and didn't know what to do - we politely asked him to leave....14months is uncalled for....please reply

Desired Settlement: FULL resolution to the problem...credit for lack of service for at least 4 days...compensation for time and stress BUT the urgency is now to get it FIXED~!

Business Response:

RE:  ******

Good Morning,

This customer also filed a PSC complaint.  Our tier 3 group looked into their complaint and found that there were problems in her area causing this issue and TWC was aware and working on the problem. The customer's daughter has a direct contact to tier 3 to contact if they have any other problems with this same issue.

 This  issue has been closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As I discussed with Mike, from Time Warner, I would like this kept open for approximately 100 days.   See the attached file and I do believe this to be a reasonable time.  I also indicated to him that only 1 time did the phone tech, any tech, or robo message indicate that there was a problem in the area.  I hope that you will agree with me on this matter.  

Thank you! 


Regards,

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




3/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I upgraded my service, my order indicated that my monthly charges would be approximately $71. When I received my first bill, no promotions were applied and my monthly bill was $131. After calling customer service, the best they said they could offer was $95 a month for the same services I had ordered because they could not find or would not offer the promotion that I had signed up for. So now I'm stuck with a 33% increase in my bill for the exact same service I was supposed to receive when I placed my order. A brief internet search indicated that this sort of bait and switch happens fairly frequently with this company.

Desired Settlement: I would like Time Warner cable to honor the original monthly service charge of $71 a month that I had originally ordered.

Business Response:

RE: ***** Acct # *******-06

Good Afternoon,

I spoke to Mr. ***** he stated he was all set.  This issue was resolved previously through an FCC complaint.  A new promotion was given at that time for 12 months and a one time credit of $75.00 was given.

Thank you

RET

TWC NE ESCALATIONS

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,

****** *****




2/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted the company in December 2016 and January 12, 2016 ref: continual increasing billing. I have been with them over 13 years and on January 12,2016 customer solution stated they got my bill even lower than the $90 a month I had requested. She said it would be $ 88.31 for the next 12 months with the promotions she found. I thanked her and mailed the check in on that day for my January 25, 2016 due date. I received my February 25, 2016 bill and that read $138.30 for the next 12 months?? I immediately called to inquire hoe I went up $50 in 1 month when the negotaited retention price was $88.31 for 12 months . I was transferred to several people and finally wound up with Taylor-Employee #46476 from S. Carolina that stated the person from February call did not look at the whole record to see several promotions would be dropping off in 30 days, therefore I just have to pay for the mistake the company made in promising the new annual price for next 12 months. As a consumer it is not my responsibility nor do I have access to all the files the company has to make an informed decision. I trusted their word and agreed to $88.31for 12 months. If I decided I did not look at my household paperwork closely and could only really pay $68.31 for 12 months would Time Warner forgive my miscalculation or cut-off my service??? They are bullies because they have all power and a monopoly. Just like i have to keep my word they have to keep theirs and i expect to pay $88.31 for the next 12 months.

Desired Settlement: I want them to honor what their employee worked out to retain me , which is $88.31 for the next 12 months for all the services I had in January 2016. I should not be penalized for a miscalculation the company made. I don't want to believe the purposely defrauded me to retain my business.

Business Response:

RE: ******** Acct # *********

Good Afternoon,

I spoke to the customer regarding her complaint.  I apologized that she was previously given misinformation and was not told that the bill was prorated with a payment and credits in December making the statement balance $88.31. This balance reflects on her January 4th statement.

At this time the customer has the lowest promotions available for her services so no other promotions were able to be put on her account.  However, a one time credit of $283.20 was given for the difference ($23.60 x12=$283.20). The customer currently has a credit balance of -$283.20. Once this credit used the customer will need to pay the monthly fee of $123.60 until the current promotions expire.

The customer has my direct number to contact if she should have any further issues with this complaint.

Thank you

RET

TWC NE ESCALATIONS

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,

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




2/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Time warner cable six times regarding poor service and issues with my renewal for my new service. I needed to renew service and was quoted several different prices. The price I had taken down by a man named marcus was 109 after taxes and fees and 12.99 for HBO as an add on service. Once I signed up in the store (as I could not do this on the phone-- since they disconnected my service and I haven't had cable or internet for 7 days now--stated I needed uninterrupted service) I realized the service was $31 more than what I was quoted. I have been on the phone for greater than 8 hours over several phone calls -- I kept an active log for desk notes of who and what time I spoke with people and about what. I also spent 1.5 hrs in the store to fix their problems. I still don't have service and I find this the worst service I have ever had. I can not get another cable service as FIOS is not available in the Buffalo area or I would! They also missed their install date for Friday 1/22/16 which further has extended my wait to get services back. Im a very concerned customer for all those that use this service as no one seems to have a grasp on what anything in their job entails and no one-- even "customer solutions" has a solution for any and all issues.

Desired Settlement: Reimbursement for my time, energy and aggravation.

Consumer Response: I am seeking time warner to call me to discuss why they provided me with a different quote for my bill than what I will now be paying. I also am complaining about the time disturbance I had (1 week of no cable or internet)-- I just had it installed and now my internet speed is not 50 mbps as advertised or paying for it is averaging 25-30. I want the correct speed of internet and a call from someone that understands my case and is aware I am a very displeased customer that needs clarification about how their service and all the workers are so confused over where all the information they have given me has come from.

Business Response:

RE:  Straussburg  Acct # *********

Good Afternoon,

I spoke to the customer in regard to her complaint. After discussing her account a credit for 1 month was given in the amount of $118.78 as well as a $50.00 courtesy credit for all the problems she experience. The customer's bill is currently  $118.78 per month and if she wishes to add HBO she will contact our office and an HBO promotion will be given.

The customer also has my direct number if she should have any further issues with this complaint. TWC apologizes for any inconvenience this issue may have caused.

Thank you

Ret

TWC NE Escalations Team

2/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered cable/phone with TW in October. Already had internet with them. I recieved a letter in the mail with an offer of 10$ for phone. 10$ for tv for 1 yr. Altogether was quoted a $62-64. price per month with existing internet included. My first bill was $289. Had to make numerous unsatisfactory calls to get this fixed. My next bill was $72. something. MOre numerous calls to fix the bill to be back to $64....with no satisfaction. Continuous rudeness. Refused to bring bill back to $64 and had to settle for the new $72. price. Next bill is $92 something. More continuous call to try to fix this. No success at all. My next call to them is to cancel the cable and the phone and just keep internet. THey pushed and pushed to get me to agree to another package deal. When that didn't work they told me I was then going to have to pay $69. per month for just the internet. I either take a package deal.....or pay a higher price for the internet. I pay $44. something right now for internet. I asked to speak to someone higher than this last gentleman....and he told me I was talking to the highest and this is what I will have to pay.

Desired Settlement: I want it documented that this business is anything but customer oriented. They bait and switch. ANd I want a refund of all the extra amounts they over charged me with this bait and switch thing. I will never do business with them again.

Business Response:

RE: ********** Acct # *********

Good Afternoon,

The customer's service for internet was placed on a single play promotion for twelve months of $34.99 plus $10.00 modem lease fee for a monthly total of $44.99.  If the customer would like to purchase her own modem she may do say and this will lower her bill $10.00.  If she has her own modem she will not pay the modem lease fee but will be required to maintain her equipment herself.  If she would like to do this she will need to visit our website at Timewarnercable.com for the  approved modem list.

In regard to "Bundles"  if a customer is in a bundled package they do may less for their individual service in the bundle.

Thank you

RET

TWC NE ESCALATIONS TEAM

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

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

My bill for the internet was 34.99 in all.  It only changed to 44 this past month.  I've had TW internet for years with same price INCLUDING my modem.  Regardless......my monthly payment has changed from $62--------------to$92. Even with your "BAIT SWITCH"....I'm not being charged what should be $65.00 with fees extra.  Should amount to about $72.  THese guys are crooks and they are doing on here what they do to me on the phone.  Consistently change the reason why they do the things they do.  They are theives and crooks.




2/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have not had Time Warner Cable service for well over 2 years almost 3. Our account was current when we canceled with Time Warner Cable. Now all of a sudden I received a bill from them saying that I owe over $60. I spoke to someone and I told them I paid them up to date. They decided to tell me that I wasn't and there was nothing I could do and I had to pay them. Now I have received a judgement of collection against me for the $60.60. I've never heard a thing about it going into collections. This needs to be taken care of because no one at the office will help me and I refuse to pay for something that I definitely do not owe and never did because I was paid up to date when I cancelled. This company has done this to ALOT of people that I know and do not know. Many people who have TWC would prefer to cancel because of how horrible their customer service is and how expensive they are.

Desired Settlement: I would like the $60.60 to go away that I never owed to begin with. I want the bill gone and out of collections and completely erased from my credit score. I would like my credit score to have no impact from this bill that I did not owe in the beginning.

Business Response:

RE: Swarthout  Acct # *********

Good Morning,

I spoke to the customer regarding her disconnected TWC account.  The account balance was $60.60 and apparently the account was not closed on the correct date causing this balance. A credit of $60.60 was given to bring the balance to zero. This issue has been closed.

Thanks

RET

TWC NE Escalations

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,

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




2/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bait and Switch I just moved to a new place and once again find myself a customer (read "victim") of Time Warner. A couple days ago I went to timewarnercable.com to check out internet plans for my new apartment. The website, apparently, shows all the plans available through Time Warner, whether or not they are available in your area. I started by trying to order the fastest option available but as I clicked the "order now" button and entered my address the options kept on being declined until I clicked on the 50/5 option - which is slow as molasses but the best available in Buffalo, NY. So I ordered the 50/5 option online and scheduled the install appointment for a rate of $34.99 a month with a $19.99 install fee. No problem. I hurry over to Best Buy and spend $250 on a new Arris Surfboard SGB6900 modem/router because I have become all too familiar with the garbage equipment TWC rents out. Later in the day, I get an email and an automated call saying there is a problem. I return the call and the representative takes a while to figure out the problem before saying it was a system error and she has to cancel the order and manually enter it into the system - BUT TWC WILL HONOR THE ONLINE PRICE FOR 50/5 SERVICE AND THE INSTALL FEE. They will bill me for the first payment and install fee because their system takes a few days to rectify the records. Fine and dandy. The next day I get another email stating I have to pay some imaginary COD fee to the installer - a fee which has no basis in fact based on what I was quoted for rates or install. I called TWC again and the girl on the phone couldn't figure out why a COD charge was on the record and had no clue how the monetary amount was determined. She assured me she took it off and everything was good. Again - she stated that TWC WILL HONOR THE ONLINE PRICE FOR 50/5 SERVICE AND THE INSTALL FEE. They will bill me for the first payment and install fee because their system takes a few days to rectify the records. The next day (yesterday) the installer comes - praises my purchase of the modem/router - and spends 6 hours trying to get the speed of the internet above 17/1. He called his tech number to activate my modem and the girl asked specifically if it had DOCSIS 3.0 because that is required for 50/5 service. Why yes, it does. So he runs a completely new line to the only tap that isn't split 4 ways and guess what - still crap. He calls the techs and he call more techs and nothing. After 6 hours I thank him for time and try to tip him for his effort. He wouldn't accept. There's one honest person working (contractor) for TWC at least. After he leaves, I log into my TWC account but for 2 hours I kept getting an error every time I clicked on "internet service" button. Finally, it works and I can see that is says I have standard internet. So I call TWC again and explain all of the above and the women keeps screaming at me that the price I was quoted and see on timewarnercable.com was impossible. Screaming. Screaming. Did I mention that she kept on screaming at me that what I was looking at while on the phone with her was impossible because TWC doesn't offer anything faster than 50/5, anywhere! I insist that I know what I'm staring at and tell her I took a screen shot of the options available on timewarnercable.com so she starts screaming that I need to print it out and take it to the "front counter." Repeat about 10 -12 times. What? She keeps on and I start to comprehend that she means go into TWC location with it hand and show a clerk. Are you serious? I give up trying to convince her about what apparently are unicorns and ask her to read the notes the first representative put in the system and she screams that they say they will honor the internet price but say nothing about 50/5 speeds. Repeat 5 or 6 times. I hang up. Yay. I try to play a few games of Uncharted 3 to test how bad the speeds are in reality. Beyond bad. Completely worthless.

Desired Settlement: To billed at the agreed upon rate.

Business Response:

RE:  Balash  Account # 2003425-07

Good Afternoon,

I spoke to the customer in regard to his complaint.  I apologized that he was given misinformation from customer service agents previously in regard to internet prices and speeds.  At this time MAXX speeds are not available in his area but will be available in the future. I also apologized that there was not a free promotion for Ultimate internet but I could offer him the extreme speed add on for 12 months at a zero rate making his monthly bill $34.99. The customer did accept this package with a one month credit of $64.99 to credit his previous bill as well as credit for the install of $47.99. TWC apologizes for any inconvenience this issue may have caused.

Thank you

RET

NE Escalations Team

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

Additional Notes

Complaint: Contacted TWC Technical Support on 1/9/16 due to Internet service issues. On this day I spent 45 minutes dealing with them on the phone, 25 minutes of which was dead air as I was 'waiting' for a Supervisor. After those 25 minutes, I decided to end the call as I was on call for the local Ambulance company and didn't want to spend anymore time 'tied' up. On the evening of 1/10/16 I called TWC technical support again to hear a recording stating service was fully restored, however the reason for my call was bad connection and service. I talked to a rep named John, who stated the service was fully restored according to reports, and he would look into possible issues. He stated that the modem I was given on 'lease' from TWC was not fully compatible with my current subscription level and that I need to have this swapped for the correct version. I then asked to talk to his direct supervisor as this was not an acceptable answer to my problem as I've been a subscriber of 'Turbo' for over a year and was never told about the equipment (rented at $8.00/month form TWC) being incompatible. I was then told that his supervisor would need to call me back as he was currently busy. I patiently waited for close to a half hour to hear back and finally got a call from Robert. Robert then proceeded to tell me that there was indeed still a service outage for my area, even after I was told two other times this outage was restored. Because I seemed to be getting the run around I asked to talk to retention, only to find out they are closed and that no one could do anything to help me. Robert even told me at one point through out the call that if I was unhappy with TWC Service that I should disconnect and go with another Carrier. At this point I asked to speak to Robert's supervisor and talked to a lady whose name escapes me. She was also unable to provide any assistance to my issue, or adjust my billing. My bill recently increase yet again and the level of service I receive continues to dwindle.

Desired Settlement: I would first like to have my account reviewed and a refund issued for internet services I was unable to receive due to incompatible equipment. I would also like to receive a refund for all 'rental' fees for the modem that is incompatible with my current level of service. TWC should also be more concerned with the level of customer support that they provide and not rely on the 'Monopoly' that they have in the area. Actively 'saving' customers when they have an issue is what customer support is all about.

Business Response:

RE:  Mr. ******** Acct # ******-04

Good Morning,

I spoke to Mr. ******** last night in regard to his complaint. I apologized to him for the inconvenience this issue caused because he did not have the proper modem.  I gave him a credit for the 2 years that he was billed for turbo which came to $98.62. I also prorated the modem lease fee credit and gave him an additional $60.00 for a total of $158.32 credit.  Once the turbo fee was removed from the account an order was entered to upgrade Mr. ********'s equipment to a D3 modem and then extreme will be added for 12months at no extra cost.

Mr. ******** account should be all set and he has my direct number for future reference.

Thank you

Roxane

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,

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




2/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My cable Internet bill was lowered to $14.99/mn plus cable modem rental of $8/mn plus taxes coming to approximately $24.50/mn. Instead Time Warner has dramatically escalated my bills now claiming I owe them $124/mn+ and this is a crock of BS. I called their annoying automated phone system and it said I owed around $32 minimum payment I sent them $49 covering 2 months service they disconnected instead and are now trying to extort $$$ out of me claIming I owe them now over $124 which I am not going to pay. If Time Warner checks my account they will see I am on line and home on holidays I rarely use my Internet so I have no need for there high cost useage programs. I want the annoying computer calls to stop if they won't have a real person call me I will not play their ripoff games and will hangup. If I have to I'll will hire an attorney to deal with this scammer outfit.

Desired Settlement: I am not going to pay money I don't owe this bill needs adjusted to the price we agreed on of $24/ mn or they can leave it shut off I have WiFi Hot-spot on my cell phone I don't need this harassment any longer

Business Response:

RE: Harris  acct # *********

Good Morning,

I spoke to the customer on 1/24/16 . The customer stated that it wasn't a good time for him and that he would call back. As of today he has not returned the call.

In regard to his complaint the customers monthly rate is $24.99 plus tax of $.80 equaling $25.79 a month. Currently the account balance is $72.00 reflecting 2 months of service and late fees.

Thank you

RET

NE Escalations Team

2/4/2016 Advertising/Sales Issues
2/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In August 2014 I authorized TWC to provide the following monthly charges and services at our home: 1) Basic Triple Play Service - $79.99 2) Intelligent Hime - $39.99 3) Modem Lease - $5.99 There were also monthly surcharges (covering TWC Recovery/Franchise/Broadcast) of $5.76/month. In September 2015 these total monthly charges escalated to: 1) Basic Triple Play -$99.99 2) Intelligent Home - $39.99 (same/unchanged) 3) Modem Lease - $8.00 The same three referencesd surcharges increased to $9.74/month, an increase of 69%.

Desired Settlement: I would like to have my monthly fees reduced to the original monthly service charge of $125.97 which is inclusive of the modem lease. I would also like the same three monthly fees and surcharges to be be reduced to $5.76/month. In addition, I would like to be refunded the excess services charges and fees paid from September 2015 to date.

Business Response:

RE: ******** Acct # *********

Good Afternoon,

I have left several messages for the customer to contact me in regard to his complaint.  A no contact letter has been sent. 

In regard to their complaint the account was on a promotion from 9/18/2014 to 9/17/2015 and then rolled up to the next promotion on 9/18/2015 to 9/17/2016 with a $20 increment.  Certain components of the bill are ala-carte such as Intelligent home , sports fee, broadcast fee, modem lease fee, guide fee and equipment fees.  This brings the bill to the rate of  $183.04 with tax.

Even though the bill is higher than previously the customer is still on a promotional rate for the next 12 months .

Thank you

RET

NE Escalations Team

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This response, as with the allege monthly 'promotion', is misleading. I called the TWC representative (Roxanne) 3 times. My last message on Friday 1/29/16 remains unreturned.

With respect to the heart of the dispute, there was no proper notification of what the monthly charges would be after the allege 'promotion period'.  All increases to date are deemed as arbitrary.

If this matter is not properly resolved within the coming week, I will pursue litigation and have copied my attorney on to this correspondence. As part of this effort, we will be contacting other TWC customers in the region to determine if a class action suit is warranted.


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




Business Response:

RE: ******** Acct # *********

 FINAL RESPONSE

Good Afternoon,

As stated in our initial response, even though the customer’s bill is higher than previously the customer was still on a promotional rate for the next 12 months.

However, as a courtesy we have put the customer back on the promotional rate of $123.32 for cable, internet, phone. The Intelligent home billing would be ala-carte at $39.99.  His total monthly rate will be $163.31. These promotions are for 12 months only and will expire on 2/3/17. The changes will show on his next statement.

Thank you

TWC NE Escalations Team

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

Complaint: Last year I called time Warner twice to cancel my home phone. I just want the Internet and Cable service. They told me I had to call back in June because I was in a promotional service and it didnt expire until then. So I called back in June and told them to please cancel my home phone i no longer needed it. They told my bill would increase if I cancelled my home phone?? I told them I just want cable/ Internet how can that be more? I told them I can't afford what I'M paying now thats why I always call for a promotional deal. I asked to talk to a supervisor who was rude and I got nowhere with. I was in tears when I hung up. I was going to switch to direct TV and cancel my service with timewarner but diect tv doesnt offer the internet service in NY? So why do they avertise (Time Warner) that they have TV and Internet packages for less than hundred a month, They told me thats for new customers only! So I have been a customer for a long time and have to pay 175 a month keep my home phone too? I can not afford to keep paying this amount and think this is unlawful to do this to someone. Can you please advise? Thanks **** ******

Business Response:

RE: ****** **** * **********

Good Afternoon,

Ms. ****** was contacted in regard to her complaint. The customer is not obligated to keep the phone and is able to  change her service at anytime. The agent and supervisor could have offered her a retention offer for her existing double play at the time her service is changed. TWC apologies that this did not happen.  At this time the customers account was downgraded to cable and internet effective January 26, 2016. A new promotion was given for 12 months and will end January 2017.  TWC apologies again for any inconvenience this issue may have caused.

Thank you

TWC NE Escalations Team

1/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a two year contract with Time Warner and a guaranteed price for two years. Time warner after a year and a half has raised the price of my cable service in violation of the contract, and has billed me for a year and ahalf for services I never received. When I inquired about, Alex on the online chat refused to answer my questions, gave me everything but eh information I asked for and faslified the start date of my contract and told me he was changing the noted to refelct a one year contract that started in JAnuary although my services were installed and initiated in summer of 2014 Alex: at 9:46:38 I have noted on the account , that your promotions are expired and the you want to cancel the services due to the price hike in the account due to the promotions expiry here is one example of sometyhing he was doing on my acount that he was not asked to do. When I asked for a copy of what he was writing on my account I was told no. Alex: at 9:44:34 I will update appropriate notes on the account for your convenience. Alex: at 9:44:39 Do you have any other questions for me today? *** ********: at 9:45:35 what exactly is it that you are considering appropriate notes? I want a copy *** ********: at 9:45:45 and no, you did not answer any questions Alex: at 9:46:38 I have noted on the account , that your promotions are expired and the you want to cancel the services due to the price hike in the account due to the promotions expiry

Desired Settlement: full reimbursement for every month I was charged out of vcontract and full reimbursement for the funds I did not recieve

Business Response:

RE:  Account # ******** for Ms. ********

Good Afternoon: 

Our office has researched her account and found that her previous promotion was for 12 months and not a 24 month promotion.  Since this complaint has been sent Ms. ******** has spoke to a customer service agent and  another  promotion has been added to her account  for the next 12 months.

TWC does not have contracts with their video, internet or phone service only promotions. So Ms. ********'s account was never on a contract. 

As of this time we have been unable to reach Ms. ******** by telephone.  Our office has left her a voice mail message and also sent a no contact letter. 

Thank you

Roxane

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

*** ********

They are still lying. My contract started in the summer and my bill stayed the same for a year and half. Time Warner is falsifying records. I think I need to just find a class action law suit. I think asking the company for a letter of apology and a restoration of the records to a truthful accounting a restitution for my non working DVR and a new working DVR box is a reasonable request. Apparently time Warner disagrees and is not interested in resolving or settling this matter

Business Response:

RE:  Account # ******** for Ms. ********

3rd and FINAL RESPONSE

Good Afternoon: 

As of this time we have been unable to reach Ms. ******** by telephone.  Our office has left her a voice mail message and also sent a no contact letter with a contact number to resolve this issue. 

Thank you

TWC NE ESCALATIONS

1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an outstanding balance with Time warner cable and wished to use their services again. So I paid off my outstanding balance in full and also paid a deposit to regain minimal cable service with them again. After four months on their service plan and current payments I started having issues with my service. I called to get the issue fixed and they advised me that since a former service was provided to my address that is still outstanding they had disconnected the service to my place... The outstanding service was for someone else. I have no choice to either pay that parties outstanding bill or discontinue my account with them. For someone else's balance...

Desired Settlement: Since I am unable to use my service for the month of January and this was not made aware to me at the start of my new service I would to receive a full refund of my deposit and service payments for the issues.

Business Response:

RE: ***** acct # *********

Good Morning:

This complaint is being handled by our Risk Management Group. Customer needs to contact Maria  at 8********* EX 1232032 to discuss her account  and payment. 

Per TWC Risk Management : ROOMATE POLICY VIOLATION

Prior customer was her roommate and owes a debt at the same address she is located at.  This customer was an authorized used on that account at the time the debt was incurred.  She is not responsible for the debt but in order for the address to be serviced the debt needs to be settled.

Thank you

Ret

TWC NE Escalations

1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Over the past several months, I had been receiving spam calls on my home telephone, provided by TIme Warner Cable. I called several months ago, and the customer service associate assured me that all unknown calls would be blocked, and the problem would cease. They also said if they did not, to call back and they would change my number, no questions asked. This satisfied me and I ended the call. However, If it did anything, it intensified. I have added my number to the do not call registry, but to no avail. I called today to explain this ongoing issue, and request a new number. THis is due to the number of spam calls/unknown calls that I have got. Time Warner told me they had no knowledge of my previous calls, and that there will be a 39.99 change fee. This blatant lack of following through, has made me write to the BBB. I am hoping resolution can be found. I appreciate any help you can give.

Desired Settlement: I would like what I was promised several months ago. A change of home phone number with no fee, as that was described to me those few months ago.

Business Response:

RE: ***  Acct # **********

Good Morning,

I spoke to the customer in regard to his complaint.  I apologized that the previous agents did not follow through with his request.   I set up an order to change the number on his account.  The charge for this change will be credited back to the customer in the amount of $39.99. I have also left a message for the customer to set up ******** with our tier 3 department after the number is in place.  The customer has my direct number if he should have any more questions regarding his complaint.

Thank you

RET

TWC Escalations

1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ******* ****** and I have been a customer of Time Warner Cable for almost a year. My family have been customers of Time Warner my entire life. We have given them our business and trusted that we get the very best customer service that anyone should receive. I recently had some issues with TWC, that I am not happy with. A few weeks after receiving TWC services, I decided to install the Intelligent Home System. At the time there was a deal for a 200-dollar Visa card, after 90 days, once the system was paid. When the technician arrived and installed the system, I tried to give him the cash, but he stated that they could not accept cash and I would have to call in to Intelligent home and pay with a card. I called Intelligent home that same day and paid one hundred and fifty dollars. Months went by and I still had not received any information for the Visa card. August 2015, I went into Time Warner Cable on Mt Hope Ave, and spoke with a representative about my account. The representative explained to me that Time Warner had improperly handled the billing and used the one hundred and fifty dollars towards my bill instead of the Intelligent Home System. She then went on to explain that my last installment of 50 dollars was paid and I would receive my Visa card in 6 months, which is incorrect. A month later, I went back into Time Warner Cable and spoke with a different representative and a supervisor, who then went on to explain to me that the representative who had the account, charged me for installation that was not supposed to be charged. She then put the money for my Intelligent Home towards a bill that was paid separately and caused me to pay 3 months of 50 dollar payments, instead of paying for it up front. The supervisor credited my account twice for the mishap of the representative and explained to me that I would be able to receive my Visa Card, due to the fact that TWC had not properly handled the account. I spoke with a representative on September 2015 from the rewards department, and she stated that due to the faults of TWC, she would make an exception as long as the past due amount was current by 09/19/2015. Unfortunately, my bank did not take it out until the 20th of September, due to automatic payments set up on the account. When I called back to Time- Warner on November 28, 2015, I was told by a representative that they would have to review the case and call and get back to me within 7-10 business days. On December 8, 2015, I called TWC again, and first spoke with the rewards department, which they explained that TWC has to give approval for the Visa card, in order for them to be able to send it. I then called Time Warner Cable and spoke with a representative and explained my situation in which he then, tried to resolve my issue by speaking with a supervisor. When the representative returned he stated that she reviewed the case and stated that I was not eligible, because my account had not been current after September and because the bill was paid on the 20th instead of the 19th. My bank took the money out on the 20th of September, due to automatic payments set up on my account. This was all explained to all of the representatives that I have spoken with. The customer service that I received and have been dealing with since February is ridiculous. Time Warner improperly inputted the billing payment and charged me for something that was included in the package. Time Warner multiple times on many different occasions has explained to me that I would receive my Visa Card due to the representative who mishandled the account. The fact that Time Warner is now telling me, because my account has been late after September that I am not eligible for my rewards card that I should have received 90 days after installation, had TWC representative listened and properly handled the account. If there was a problem, then I would have been told from each representative that I could not receive my rewards card. In TWC Company’ Mission statement is states: “We value our customer and putting their needs and interests first is at the center of everything you do”. It also states "we want to enhance the overall customer experience and satisfaction.” Where is the customer satisfaction in my case? I will make sure that every social media site; every news station all over knows about the service that I have been dealt since the beginning of my journey with Time Warner. I am not happy that I spent my money on a system that was improperly handled, and was told that I would receive 200 dollars back and end up being out on the money spent. I am not happy and if there is nothing anyone else could do in this situation, then I and my family will have to cancel our accounts at TWC and take our business elsewhere.

Desired Settlement: To receive my 200 Dollar Visa Card, as I was promised. My information was improperly inputted, which caused issues with billing and my account.

Business Response:

RE: ****** Acct # *********

Good Afternoon,

I spoke to Ms. ****** in regard to her complaint. Due to errors with her account the redemption code never generated for the reward card.  A manual credit of $200.00 was given in lieu of the card on today's date. 

The customer is all set at this time. TWC apologizes for any inconvenience this issue may have caused. 

Thank you

Roxane

1/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Cancelling my account due to me being friends with someone who has a past bill

Desired Settlement: I want my service back and a written apology

Business Response:

RE: ********  acct # **********

Good Afternoon

This account is being handled by the TWC Risk Management department. The customer's roommate owes a substantial debt with TWC .  TWC has the right to refuse service to this address until that debt is paid. The customer is not responsible to pay the debt but until the debt is paid TWC will refuse services.  The customer may contact Davia at 8********* ext. ******* to discuss this matter.

Thank you 

Consumer Response: Better Business Bureau:that's discrimination I proved the person does not live there I showed letter from the landlord to use someone else's debt on me that they admit I don't owe because I'm acquainted with them is discrimination

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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




Business Response:

RE: ********

FINAL RESPONSE

Good Afternoon:

As previously stated this account is being handled by the TWC Risk Management department only. The customer's roommate owes a substantial debt with TWC .  TWC has the right to refuse service to this address until that debt is paid. The customer is not responsible to pay the debt himself but until the debt is paid TWC will refuse services to this address.  The customer or the debt holder may contact Davia at ********** ext. ******* to discuss this matter.

Thank you

1/21/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My rate for internet went form 49.99 a month to 59.99 without notification when I logged into my account I checked pricing and I had the option to add faster internet speed (50Mbps) on my account and the pricing had 69.99 a month but it was crossed out. When I added the faster internet speed option to my account the cost of my internet would have increased to 79.99 a month. When I called customer support they said that less than 69.99 (which was 64.99) a month price was for new customers only. There is no note on the website stating this and I was logged into my account so I am an existing customer and should not see the new customer rate if it is not available to me. The customer support representative also said she had a lot of other people call for the same issue and the will not honor the price on the website.

Desired Settlement: I want Time Warner to stop the bait and switch sale method of displaying one price and when you sign up for it is not available. Why display it if I can't have that price? I want the 64.99 price a month for 50Mbps internet speed to be honored since it was an available to me when I signed into my account.

Business Response:

RE:  ********** Acct # *********

Good Morning,

I spoke to the customer in regard to their complaint. I apologized that the previous agent was not able to help him with the internet package that he was interested in. I offered to give him the promotion that he wanted at the price that was online which he accepted.   The customer is aware that the $64.99 promotion is for 12 months.  His account is all set.

Thank you

RET

NE Escalations Team

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,

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




1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I wanted to change my phone and Internet service provider to Time Warner. They sent me a DSL that was scratched and dirty. Then I had and appointment with a technician for January 11 2016 from 8am till 12pm I called the company at 11am and they told me it was an all day appointment. I would never agree to an all day appointment since I have to pick up my 4 year old grandson from school in the afternoon. I picked up my grandson and was back by 2:15pm. At 3pm I called the company again and they tell me that the appointment was set for January 12 2016 for all day. I told them that if they don't come today I want to cancel they kept me on the phone for an hour just to tell me that they weren't coming. I cancelled my subscription with them and told them I want my monies back. They told me I would get my money back when I returned their modem. I took it back to 355 Chicago Street Buffalo NY 14204 and when I called them so they can return my money to my account I was told that it will take a few days. This company should not be in business if this is the way they treat new customers.

Desired Settlement: I want my $135.11 returned to my account today.

Business Response:

RE: ********* Acct # *********

Good Afternoon,

I spoke to the customer regarding his complaint. I explained that his payment of  $135.11 was refunded back to his visa card.  Unfortunately this process can take up to 3-5 business days which TWC has no control over.  The customer's account is closed with the 30 day money back Guarantee. TWC apologizes for any inconvenience this issue may have caused and hopes that the customer will eventually return to TWC.  

Thank you

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Time Warner was suppose to refund my monies when they recieved the Moderm with all the attachment. We returned it on January 11, 2016at 4:54pm. I called them today to find out whey I haven"t recieved my refund of $135.11 the person I spoke to told me the monies was refunded on January 13, 2016 which is two days after they recieved the Moderm. They person on the phone told me to contact my bank because they have the monies. I called my bank and was told that they have not recieved any refund monies from Time Warner. All I want is my monies refunded I don't want to deal with this company anymore.

Regards,

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




Business Response:

RE: ********* Acct # *********

FINAL RESPONSE

Good Afternoon,

I explained to the customer that his payment of  $135.11 was refunded back to his visa card.  Unfortunately this process can take up to 3-5 business days which TWC has no control over (the process went through on 1/14/16).  The customer's account is closed with the 30 day money back Guarantee. The $50.00 deposit will also be returned as a manual refund which will take 4-6 weeks to process. 

Thank you

1/15/2016 Billing/Collection Issues
1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Several months back I upgrade from simple cable to the triple play package. Ever since then, our monthly automatic payment to our account have been screwed up. We have called multiple times to get this straightene out to no avail. This morning we woke up to find all three services shut off due to unpaid bills!!!! In my 43 years on this earth I have never had a service ***** off and I have prtiected my credit rating ferociously. Now, my wife is living through the aggravation of speaking to their customer service reps trying to get this fixed. They don't know why they are having trouble processing our credit card. It's a chase Marriott visa I use everyday with a balance that gets paid every month. I know it's not that. When I signed up I told the rep I was reluctant because I had such horrible experiences in the past with twc and he assured met that they have vastly improved services. Baloney. Since signing up we have has multiple service visits for equipment failures and now this ongoing billing issue which has resulted in ALL services being shut off. Most everyone I know hates TWC and prays we get competition in this area soon. As of writing this the customer service rep still can't figure out how to re start our internet and acknowledges that this is an issue on their end and not ours. He can't get the internet working and he wants us to hang up and try back in a couple of hours if it still not working! Some solution for their problem. Never once do they even offer any sort of recompense for the aggravation and time we have had to commit to resolve THEIR issues!

Desired Settlement: Improve our service. Stop harassing us for unpaid bills when we have set up auto pay with you! And never, ever, shut down our service again!

Business Response:

I have left a voicemail for ******* in regards to his complaint.  The overall issue has been resolved after merging the statements for his different lines of business, so any further billing problems should be avoided going forward.  In an effort to improve our relations with *******, I have credited the remaining balance that resulted from the statement merger.  ******* also has my contact information for any further questions or issues.  Thank you.


1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: have phone, internet, and security with time warner I have a bill and they restricted me from paying on line or with a check or debit card mind you I have never had a returned check from them and I did the payment over the phone which should have told them that maybe their CUSTOMER SERVICE REP put in the wrong numbers! then I paid with a debit card how does a debit card not go through it was a prepaid card with money already on it! so I call in and first off you cannot talk to a supervisor at time warner they have to call you back what type of crap is that then the one I did talk to was like of yea maybe something went wrong but you still need to pay the bill I am like no kidding I have no problem paying it my problem is they make a typing error and I get restricted how can you not get money off a debit card and if I had a bounced check I would have had two returned check fees for 37 dollars a piece!!! talking to time warner customer service is like talking to a wall literally they are rude and they have no compassion at all and they do not have good service I have also had to call multiple times because my phone wasn't working or my internet wasn't working and they have nerve to just clip your service and restrict you when they made the error I called in both payments in question! at this point something has so give and I don't not feel I should be responsible for a $644 bill!!!!!

Desired Settlement: I feel bill should be adjusted because no one can say why payment didn't go thru nor did they try to research it they basically have an I really don't care about the customer attitude I offer to send proof that I have on bounce checks from time warner EVER!!! and I have only had them since July!!!! this is really RIDICOULOUS!!! and they need to retrain most of their customer service reps because they are truly freakin rude!!!

Business Response:

This complaint was looked into by our Payment Services department and they are unable to remove the current payment restrictions until payment is received by an approved method.  Two returned payment fees totaling $40 have been credited to this account to assist this customer in making payment for services rendered, but until the remaining balance is paid the account will be disconnected with further collections activities upcoming.  Thank you.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

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




1/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a recent TWC customer. I went on line to the TWC wbsite to upgrade my service, The upgrade to 200 plus channels indicated an addition of $49.95 to my current plan. TWC sent me an email to call them . When I called in the operator told me the upgrade would cost well over $100. and make my total on my internet/cable combined plan become over $150.00. This is not what is advertised.

Desired Settlement: I request Time Warner Cable honor the pricing on their website and provide the upgrade for the listed addition of $49.95 per month.

Business Response:

I have spoken with ******* in an attempt to resolve his complaint.  I advised him that the pricing he saw online was for new lines of cable service, and as he is already installed with cable, he was only able to apply A la Carte pricing.  We went over his account and, after removing premium channels he wasn’t using, were able to add the services he wanted at a more reasonable price.  I’ve scheduled a technician for the earliest available time to physically enable the new channels, and we now consider this complaint closed.  Thank you.


1/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently contacted Time Warner to switch our in home cable/TV/internet service. During the phone call I scheduled the installation for the services with three televisions. During that phone call, I was told that installation was free. Yesterday I received a voicemail that $161 was due today following the installation (COD). When I called in to make payment the amount was different, it was $201. A customer service representative explained that the free installation was only for two TV's and that there is a charge for the third TV. At no time did anyone tell me that in advance, including the installation technician. When I explained that we would not want a third TV connected (it's an old TV and this TV does not have the proper input, so the set top box is not even hooked up to that TV) I was told that I was still liable for the installation charge. We would not have paid to have service installed for a TV that cannot be used. The entire was incredibly deceptive. I was told a price, twice, and then when I went to pay was told a different price to pay for a service that no one explained has to be paid for in advance. They explained that the initial order was for only two TVs, which is not at all what we ordered. The onsite technician arrived and was fully aware that the installation for three TV's and had all three set top boxes. This would not have been the case if the initial order was only for the set up of two TVs.

Desired Settlement: Please refund the $31 extra that I paid. I paid $191 and have a voicemail stating that I would owe $161.

Business Response:

I’ve left a message for **** regarding his complaint.  The extra charges raised here were due to last minute additions to his installation work order, which increased John’s COD amount.  One of the extra charges had already been credited prior to the COD payment, and I’ve credited off the second for a total of $39.82 credited back to the account.  **** has my contact info for any other questions, and we consider this case closed.  Thank you.


12/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been having the same problem with them adding my sisters bill on to mine for the last year I was advised last year in October that this matter was taken care of only to have my services disconnected on Dec.12 after them withdrawing my payment out of my account on dec 11. when i called on dec 12 I was told that it was a mistake and they cut my services back on right away. then I come home on December 22 to my services cut off again I called rite away rep. Named Chris id# **** claims that I had a passed due balance from a year ago couldn't tell me where the balance came from and why I wasn't advised of this balance on dec2when I called to setup my monthly payment nor told about this balance on December 12 when I called to see why my service was disconnected representative couldn't tell me why this charge was on my bill. I have paid my bill every month with no problem and now they are trying to again put charges on my account that aren't mine.They are now trying to put charges on my bill that are not mines.. This company had advised me that the problem with them applying someone else's bill to mine was taken care of last year but they put the charges back on my bill.. This company is trying to fraud me and apply charges to my account with no notice nor explanation. I just want them to recognize this mistake and handle it with all department within company.

Desired Settlement: Just that this problem is resolved once and for all. I pay my bill every month and I don't deserve to have to deal with this problem every year after I'm advised that it is taken care of

Business Response:

I have spoken with ******* regarding her complaint in an effort to resolve.  After reviewing her account, I advised her that her service shut off was related to her balance specifically, not any other moneys added to her account.  I credited 2 fees and reworked her promotions as a courtesy for this situation, and a payment was taken to reduce her balance.  I gave ******* my contact info if she has further issues or questions, and we consider this complaint closed.  Thank you.


12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After canceling our service with Time Warner Cable they still took money out of our bank account. My husband and I have called in several times in the last month and a half only to get a different answer of where our money is every time. It has been 6 weeks sense we called in and asked for our money back and we still do not have it. We where told the first time we called on Novemer 3rd it could take 2 weeks. We have called twice a week at least sense then, last week December 11th, the supervisor told me no later than December 14th. Here we are December 15th the mail has already come and no check from them. I have asked them to just credit our bank account back and they said they cannot do that.

Desired Settlement: For us to get our money back!!!

Business Response:

I’ve left a message for ******* informing her the refund check was mailed December 11 to the home address we have on file.  I also apologized for the timeframe it’s taken to get this check to her, as well as leaving my contact info should she have any questions.  As the check is currently on route to *******, we are closing this complaint.  Thank you.


12/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 2014 ,I paid Time Warner 309.69 and later,they confirmed they received my payment.However,recently I received a copy of my credit report and found that Time Warner is alleging to Credit Management ,Lp collection company.This matter was never addressed and that I still owe them 309.69 When I notified this collection agency and explain to them that time Warner received their payment in the amount of 309.69.They agreed to notify Time Warner of my dispute and 30 days later,I received their response.Stating that Time Warner agreed with them that this debt is still owed. I have a copy of the check that was written from my bank. Please help me resolve this matter. this is old acct # *******-11- Reference # is *********

Business Response:

This complaint was forwarded to our Payment Services department for a resolution.  The following is the verbatim from one our representatives who spoke with Fay to close this complaint:  “I spoke with Ms. ******** today and informed that there should be no debt reported to her credit. I have contacted the agency to send a paid in full letter and sub is going to local office to have them fax me a copy of the letter she received from the collection agency. I have given Ms. ******** my contact information should she have any other issues resolving this account matter. She is happy with resolution.”  At this point, we consider this complaint closed.  Thank you.


12/12/2015 Billing/Collection Issues
12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I am a current customer with Time Warner Cable. Every day, for a few minutes to up to an hour or so at a time, our internet connection will stop working. I cannot connect to common servers such as Google or Bing search engines. Each time this happens, I routinely power cycle my modem and router in the correct sequence. I have tried using a different router, different cable modem, different Ethernet cable and ensuring that I isolate the problem from possible cases of WiFi interference/congestion or otherwise equipment-related issues. I have tried using a separate router, I have tried connecting directly to the switches on my router and to the cable modem, using different browsers, different operating systems and different devices. None of these attempts were successful at solving the problem. I also tried using Google DNS servers, and isolating other devices on my network. I have had over 10 service calls with Time Warner Cable. 3 of these resulted in house calls where a technician came and fixed something with our cable lines, splitters, filters and other equipment. They have offered us little compensation for the issues we have had. This is a serious problem, and my neighbors are experiencing the same issues as well. I have spoken with both neighboring residents to my home and they are also extremely frustrated and out of ideas to come to a resolve. This is completely unacceptable and enraging. I am at my absolute wit's end and don't have the time anymore to address these issues! Especially so because I sometimes connect to work via VPN to access our API servers to conduct maintenance, and I am disconnected in the process, interrupting my workflow. I have had Skype calls fail back home to friends because of discontinuity in service. I also have a roommate that plays in a professional Multiplayer Online Battle Arena league and cannot maintain a consistent connection with the game's servers as a result of the issues we have been having. I don't know what to do at this point. But I can tell you that I am frustrated, disappointed in this company's practices, and just in tears because this is not an occasional occurrence. This happens every day, in the evening when I return from work when I need to accomplish tasks that require a stable internet connection. The biggest caveat is that I do not have a choice as a consumer. TWC monopolizes the ISP domain in my area, so I am forced to withstand this awful service. TWC may have had a conversation with the FCC regarding my issue; I am not certain. But I would like to bring to light that in the last few calls to me, they simply asked "Is the problem resolved?" and offered no further triage but to question whether I was "...satisfied with my service". I said "Yes" at the time because I was not around my home to give an answer, but surely enough upon returning, I experienced the same issues yet again. I spoke with a tier 3 support technician that gave recommendations on how the issue can be resolved from a more technical standpoint where I ran through the steps I outlined above in an attempt to mitigate the issue, but to no avail. I am asking for your help, would like to have a conversation with a representative from the FCC about what can be done to resolve this issue. I will not let it go unnoticed under my time. No company should allow its paying consumers to experience this kind of distress. If I cannot get further with this investigation, I will be reporting on it through other, more public outlets where it can be exposed. Sincerely, ***** ****

Desired Settlement: All I ask is that TWC fix the issue. They have clearly demonstrated that this is no easy feat. But whatever needs to be done, please fix it. I am willing to facilitate offering information that can be used in resolving the issue. If it cannot be resolved this month, I demand a reduction in our monthly bill for the rest of the period we are paying customers of the service. I am steadfast in my position, and strongly believe we paying for a service that does not live up to its advertised specifications. Maybe this is a deeper issue than TWC handles on a daily basis that is rooted somewhere in local distribution of the cable network, or something related. Perhaps more effort needs to be put into the investigation of the problem at hand.

Business Response:

This complaint was forwarded to the Technical Operations leadership for *****’s area.  They have contacted ***** and made arrangements to visit the residence on Monday, November 30. This falls outside the response timeframe, so we are closing this complaint for time compliance while waiting for this technician visit.  Thank you.

12/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company over charges for billing. They advertise at a particular rate but when you get your bill, it's outrageous. I called several times and was told that they bill a month and a half in advance. On top of this I was charge over a hundred dollars before starting service. I signed up for their promotional offer and found out that they made a mistake and forgot to add the promotional offer. So my first bill ended of being $461.60 for less than thirty days of service. They gave me ticket and I was told the matter was being investigated. Since the last time I spoke to a representative which was in the middle of October my bill has gone up to over $700 and barely had service to two months. This matter has still yet to be resolved.

Desired Settlement: Adjust my bill to reasonable amount and to not charge so much in advance. Some people can't afford to be charged almost two months in advance. I'm on a very fixed income and this is not an affordable method of payment.

Business Response:

I have left a detailed message for ******* regarding her bill and monthly rate.  I advised her I was able to have the promotion applied to the account she was originally informed of, as well as dating this pricing back to her installation.  I’ve also left my contact info should she have any further questions, and we consider this complaint closed.  Thank you.

12/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This November I made two payments to TWCROCHESTER in error. I called to ask them to refund the one overpayment. TWCROCHESTER denied the refund stating I was behind a payment and therefore they would not. I was shocked I had missed a payment however I then reviewed my bank statements and see I never missed any payments. I then called back (90 min. Call) I had one SIMPLE question. What month did I miss a payment. They would not answer or could not answer do to poor record keeping on there part. I am astonished by there arguing there case without any prove I missed a payment. :-(

Desired Settlement: Refund.

Business Response:

I attempted to explain ****’s billing situation so he would understand why his payment was not returned, but as he continued to interrupt and swear during the conversation, the call was terminated.  Because he has consistently carried balances forward month to month, ****’s double payment cleared both his Past Due and current balances, money that was owed for services.  For that reason, a refund has been declined, and this is our final resolution on the matter.  Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10960733, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *** *******
 --------------------------------------------
To start with I admit stating one inappropriate comment but did not curse throughout the pointless conversation on there part. I ask one ( simple question) what payment did I not make to have falling a month behind. 

This has nothing to do with there ineffective billing which cannot be trusted which is how they try to explain away the over charging of 
a thirty year loyal customer) 

I have made every payment for the last year yet when I by error made two full payments in November they claimed I was a month behind and refuse to answer my simple question. The fact that I make my payment monthly on the 15th every month ( because im on social securety) and they bill on the 6th is no answer to why they refused to refund me. I have bank records proving I made every payment. I never once all year ever received a late notice (FYI) 

I found the TWCROCHESTER representative smug and over confident that TWCROCHESTER can't be wrong. 



12/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: While being a valuable customer, I called in to timewarner to set up cable at a new address on 2/28/15 with a representative named Theresa. I asked for home phone, internet, to be able to access WiFi, and DVR for 4 rooms. She took my order and offered me a quote for $115 per month and also mentioned that this included tax for 12 months, with any installation fees waived, and this would be my bill. I accepted the offer and set up an installation 3/15/2015. When the tech came out on 3/15 he set up the services that I originally ordered on 2/28 with the rerpesentative named Theresa. The Tech informed me that Theresa didn't have all of this set up for installation, but he set up what I was suppose to have. I went into the office the following day trying to solve the matter before the billing began and spoke to a manager and asked her to listen to my call to prove that I didnt upgrade anything with their Tech and try to get an understanding of why the Tech had basic service set up for his installation if that is not what I ordered. They said they would pull their call and get back to me, in which no one did. I called a week later, and spoke to a rep, and there was no notes in the system about my complaint. I explained my issue to someone in the leadership team, she suppose to had of fixed it, and the billing would be corrected within 48 hours but with a bill of $109.99 plus equipment charges ($10 per box) and $8 modem fee and she also apologized for the rep not setting up my service correctly. I called a week after that and no one can find the womans note in the leadership team, so it looked like I was telling a lie, because of course, she did just as Theresa did, verbalized one thing over the phone, but noted something different in her system. I called every week and no one is updating my billing and everyone keeps telling me that it is my fault I upgraded when I didn't. I have both calls recorded, the original call to set up service on 3/15/15 which took place on 2/28/15 and the woman I spoke to in the leadership team that took place on 3/28/15, and both women were notified that my call was being recorded. I filed a complaint with the NY State Attorney General on 5/7/15 regarding this matter. They closed the case within 3 weeks letting Time Warner win because I was not able to get the called uploaded to their system at the time. They left a contact number for a rep at timewarner for me to contact if I wish to discuss the matter further, in which I did, and I called this lady several times, and she never picked up or returned any of my calls, and her name was Kimberly. Time warner stated that they could not find the call because I asked the Rep to call me on another line, which was not true, and that I upgraded when the Tech came out and my billing was correct. They took their word over mines. I then filed another complaint with the NY State Attorney General on 7/29/15, uploading this phone call, which proves that Time warner Lied to them, and it is not 10/29/15, and I have not heard from anyone after providing proof that this company lied about the billing and the phone call. that sent me the notice will not return my phone call. This call will prove that I didn't upgrade anything and the the company does not want to admit that they are wrong. So I am asking that someone listen to this call,I did not record the entire phone call, I informed the Rep Theresa that I am just recording the confirmation, and I made sure to go over everything she offered me including the installation date during the recorded confirmation. once I advised Theresa that I am going to record our confirmation, I put the recording on. Time warner claims to not be able to find the call, but here it is. Thank you. I had the services from 3/15/15-6/2/15. The company sent a tech out on 6/2/15 to pick up their equipment which ended my services with them. I never made any payments on this account because I did not want them to think that I agreed with their billing errors. I have since been contacted by an agency stating that this bill is on my credit, in which I work very hard to protect, and I even informed this company that the billing is in dispute at this time and I would pay it once my billing was corrected. The lady informed me that she would hold off until she got the final decision, and she did not. This bill is now affecting my credit, which is not fair to me.

Desired Settlement: I want the company to correct my billing for the the 10 weeks that I had service, and to honor the rest of my time with the services and the billing that I was quoted for 12 months. I also need to figure out how to obtain some credit readjustments due to the fact that my scoring is affected by this fraudulent bill from Time Warner.

Business Response:

Upon receipt of this complaint, I checked into the Attorney General complaint and found that the handling representative had pulled the call details in question.  She found that the original order was for the standard services and equipment in the requested promotion.  The order was then changed the day of install to reflect the services listed in this complaint with the corresponding price increase.  Due to this information, no changes in billing or credits are required on our part, and we consider this complaint closed.  Thank you.

Business Response:

I have spoken with ***** regarding her complaint and we have come to an agreement to resolve it.  After discussing the service levels and price quotes mentioned to her earlier this year, I offered to adjust her final balance to what she would have paid if her rate had been set to what she was quoted.  We agreed on the final amount, and I have credited the remaining balance.  We have a commitment to speak again on 12/18/15 when ***** is planning on making a payment, and we will look to get her started again with services at a level and price we discussed today.  As we have an agreement in place which will take more time to complete, I am closing this complaint.  Thank you.

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 spoken to a representative by the name of Rich, and I appreciate him working this issue out with me, as it has been going on for over 8 months.  We have agreed on a price for the services that I received previously in regards to this account, and I have set a commitment to pay the balance of $390 in full on the 18th of December, which should cover my past service from 3/15/2015-06/02/2015.  I am considering to set up new service, I will make sure the previous account is situated first to prevent any further discrepancies with the previous account.  I am very happy with Rich at this time and glad we were able to settle this dispute.
Regards,

***** *****




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

Complaint: TIME WARNER CABLE HAS CHECKED MY CREDIT THREE TIMES, ONCE FOR MY BUSINESS ACCOUNT (A YEAR AGO), ONCE FOR MY NEW HOME SERVICE, AND ONCE FOR MY NEW HOME SECURITY SERVICE. IN EACH INSTANCE EACH PERSON AT TWC SAID MY CREDIT WAS PERFECT WITH THEM AND NO DEPOSIT WAS REQUIRED FOR SERVICE OR EQUIPMENT. MY CREDIT WAS SO GOOD THAT I EVEN QUALIFIED FOR BILLING FOR EVERYTHING WITH NO DEPOSITS FOR ANYTHING INCLUDING EQUIPMENT. AFTER ALL CREDIT CHECKS WERE DONE I HAD AN ISSUE WITH THE EQUIPMENT THAT WAS INSTALLED. I ASKED FOR A FAIR CREDIT TO MY ACCOUNT AND THEY REFUSED. WE FINALLY CAME TO AN AGREEMENT OF $20. VERY IRONICALLY, AFTER THAT CONVERSATION I NOW HAVE A $220 5 YEAR OLD BILL WITH THIS COMPANY THAT HAS JUST MIRACULOUSLY SURFACED. I HAVE NO RECORDS OF MY PAYMENTS FROM FIVE YEARS AGO TO A UTLITY COMPANY. I FEEL THAT THIS IS A COMPLETE LIE AND COMPLETE RETALIATION. IF THIS WERE A TRUE BILL, WHY WAS IT NOT PUT ON MY CREDIT REPORT FIVE YEARS AGO AND WHY WAS I NOT SENT A BILL FOR THE PAST FIVE YEARS??? I CALLED THEM THREE TIMES AND THEY REFUSE TO LET ANYONE TALK TO ME BUT ONE PERSON WHO ALL I GET IS VOICE MAIL. THE PERSON I WAS ABLE TO TALK TO ON THE PHONE REFUSED TO TELL ME WHY A BILL WAS DUE AT ALL. THEY CLAIM THEY DO NOT HAVE ACCESS TO THAT INFORMATION. HOW CAN YOU BILL SOMEONE AND CHAGRE SOMEONE WHEN YOU REFUSE TO TELL THEM WHAT THE CHARGES ARE FOR??? HOW CAN YOU BILL SOMEONE FIVE YEARS LATER, AND PUT IT ON THEIR CREDIT REPORT FIVE YEARS LATER??? TWC HAD MY SOCIAL SECURITY NUMBER FIVE YEARS AGO. THIS IS NOTHING MORE THAN RETALIATION FROM A BAD PHONE CALL FROM EXTREMELY POOR SERVICE FROM TWC IS WHY. TWC IS A THIEF!

Desired Settlement: I WANT THE ENTIRE $220 REMOVED AS A BILL AND REMOVED FROM MY CREDIT REPORT. THIS $220 BILL JUST A FEW DAYS AGO WENT ON MY CREDIT REPORT. WHY WAS IT NOT ON THERE FIVE YEARS AGO?!?!? I ALSO WANT THE $110 I PAID TOWARDS THIS BILL TODAY REFUNDED OR TRANSFERRED TO MY CABLE BILL.

Business Response:

**** filed a complaint with TWC’s Office of the President, as well.  One of their reps contacted him and went over her findings.  Her verbatim follows: “Mr. ****** is upset that we started his services and then told him about an old account from 5 years ago which he does not remember. He says he has been calling Risk Management to speak to Joi but not getting an answer. The numbers that he gave me were not the contact number for Risk Management. He was calling the numbers that were on his caller id.  I sent an email to Risk Management to contact Mr. ******.  He is disappointed with TWC and he wants his services disconnected.  He would not let me try to fix his issues.  I disconnected Mr. ******’s services and he will return the equipment to the front counter. He also asked for his payment of 149.99 to be returned to his credit card. I went ahead and did that.  He is all set.”  At this point, we consider this case closed.  Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

**** ******
Why do they keep trying to close this complaint???  I STILL, AFTER ABOUT 10 DAYS NOW, HAVE ZERO ANSWERS!  I have requested mail with an explanation and a receipt for the money I already paid.  They called me early Sat morning, which is not a normal business day and they just keep saying the same thing over and over and over again.  She knows nothing and is incapable of finding anything out.  How can this complaint possibly be closed????  I HAVE NO ANSWERS!

At this point I feel that this type of continual harassment from TWC is common place at their company and I can guarantee that this happens often to many people.  How can a person get ZERO information on 10 days?!?!?  At this point TWC is simply harassing me and is intentionally not following NYS Fair Debt Collection Practice.

This complaint is NOT closed!

Business Response:

As this balance relates to an old account with Mr. ******’s information, it has been determined that this amount will not be forgiven and the payment made towards it will not be refunded or transferred.  Mr. ****** can dispute this balance with the credit agencies if he so chooses, but this is our final resolution and we consider this complaint closed.  Thank you.

11/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted last year by Time Warner Cable to advise that they would be raising my monthly rate for internet service. At that time I contacted their customer service department and explained that I was disabled with no income and could not afford the rate increase. They advised at that time that they could leave my existing 25.00 per month plan in place and note my account to avoid future increases. They worked hard at that time to work with me and retain me as a customer. Last month I noticed my bill had changed. Upon doing some research I found that Time Warner had increased my monthly plan by 10.00 per month back in June/July 2015. I called Time Warner to advise that I couldn't pay the additional 120.00 per year and that I was upset that they had changed my rate plan without notification. The representative explained that they don't send information about the rate change with the bill but rather send a separate mailing that resembles junk mail so the subscriber may not notice the change. I went back through all my old mail and am confident that I wasn't advised and I didn't receive any notification. The Representative apologized and then advised she could not credit me the four months of over charges. With no options I reluctantly terminated my service with Time Warner Cable. Following my request to terminate my cable service continued to work for over 30 days and didn't actually terminate until I powered down the modem. My complaint is that Time Warner Cable used deceptive and dishonest business practices to increase my rate plan without informing me prior to the increase.

Desired Settlement: I would like a credit for the months that I was overcharged and to have my service restored at the rate plan that I was previously quoted by Time Warner. Previously I was advised that my plan could be locked in at 25.00 per month for internet only services.

Business Response:

I spoke with **** regarding the issues raised in his complaint.  I informed him that promotional pricing can’t be locked in for any length of time more than the promotion timeframe, and apologized for any miscommunication that may have transpired.  I also confirmed for him that notices of rate increase are mailed separately from monthly bills, and are mailed out approximately 1 month before the rate changes.  I offered him the best available current promotion for his previous service level, but as it is higher than his previous rate, he declined.  **** mentioned our Everyday Low Price option that is not promotional based, and I advised him that is open to him if he so chooses.  He declined at this time, and I informed him I would send him an updated final bill once his account settles.  At this point, we consider this case closed.  Thank you.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Time Warner's online customer service reps with a question about my bill. The rep then threatened to take away credits we received due to wifi outages. Here is the transcript of the chat: I have checked your account and there should have been a credit balance of $82.89 on your account. However, I see that you are being billed for the bill period 11/20 - 12/19. I would like to inform you that Time Warner Cable bills one month in advance so that all services are prepaid prior to usage. This ensures that you are only charged for the correct number of days that you've had service. Now, your next bill will be due directly on 01/02/16 for the amount $17.71 ( $49.99I have checked your account and there should have been a credit balance of $82.89 on your account. However, I see that you are being billed for the bill period 11/20 - 12/19. I would like to inform you that Time Warner Cable bills one month in advance so that all services are prepaid prior to usage. This ensures that you are only charged for the correct number of days that you've had service. Now, your next bill will be due directly on 01/02/16 for the amount $17.71 ( $49.99 - $32.28 ). Then from 02/02/16 it will be normally $49.99 every month. Brett: at 22:32:23 For your reference, you could check and confirm the payment status on the Billing tab of My Account. Please bookmark the related link: ************************************** Kelly: at 22:32:45 thank you Brett: at 22:32:46 Please refer to the above explanation and let me know if you need any assistance, I will be online with you. Brett: at 22:33:01 I hope you are satisfied with the solution provided by me to get your issue resolved today. Brett: at 22:33:24 Is there anything else I can help you with today? Kelly: at 22:34:51 So was I charged an extra 49.99 on top of the amount I already paid for the internet when I had the bundle? Brett: at 22:35:12 Yes, that was for the bill period 11/20 - 12/19. Brett: at 22:36:22 Have I addressed all your queries? Brett: at 22:39:10 Not to rush you, are we connected? Kelly: at 22:39:22 so then for the previous billing period, I should only have had to pay for the bundle from oct 20-22. why for 3 days did I get charged $31.72? Brett: at 22:39:51 Let me explain this to you. Kelly: at 22:44:18 I just want to make sure I'm not being charged twice for the "in advance" portion of the bill Brett: at 22:44:35 Alright. Brett: at 22:46:24 The total balance due on your account before cancelling cable service was $154.25. Then your account was credited was from 10/20 - 11/19 for cancelling cable services. The total credit amount was $132.88. So, $154.25 - $132.88 = $21.37. However, your Internet was not cancelled. So, you were being charged $49.99 for Internet on the account from 10/20 - 11/19. $21.37 + $49.99 = $71.36. Then you made a payment of $135.70 on 10/22/15. So. $135.70 - $74.26 = -$64.34credit balance on the account. Brett: at 22:47:25 This credit balance of $64.34 got adjusted with the bill from 11/20 - 12/19 for Internet service. It should leave a credit balance of $14.35 on your account. Brett: at 22:47:36 But your account has a credit balance of $32.28 instead. Kelly: at 22:47:48 ok thank you Brett: at 22:47:48 Let me remove the excess credit balance from your account. Brett: at 22:48:04 One moment please while I remove the excess credit balance from your account. Kelly: at 22:48:38 that was your mistake, I don't think you should remove that. I know we received credits for losing wifi service several times last month Brett: at 22:49:07 No, that's incorrect. You have been provided with excess credit which should be removed. Brett: at 22:49:49 Just a moment while I remove it. Brett: at 22:51:02 Thank you for waiting. I appreciate your patience. Brett: at 22:51:32 I just need a confirmation from your end if I can go ahead and remove the excess credit from your account. Shall I go ahead and remove? - $32.28 ). Then from 02/02/16 it will be normally $49.99 every month. I just need a confirmation from your end if I can go ahead and remove the excess credit from your account. Shall I go ahead and remove? Brett: at 22:52:34 If you do not respond then I will have to remove all the credits from your account. Kelly: at 22:53:32 Do not remove the credits. We received credits for not having wifi service. We will be contacting the BBB.

Desired Settlement: I would like our credits restored and an exact explanation of the bill. I would also like Brett to be spoken with. I have never received such terrible customer service.

Business Response:

I have left messages for ***** to review her complaint.  After reviewing her account, all her billing is proper and the negative balance ***** mentions is still in place.  An email with this interaction has been sent to the representative’s Supervisor for review and coaching.  At this point, we consider this case closed.  Thank you.

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,

***** ******




11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On or about September 1, 2015, I contacted Time Warner Cable (TWC) regarding my service. I was directed to a Retention Specialist who provided me with a quote of $57.25 a month for standard cable and basic internet service. I was told that the new rate would become effective in October 2015. On or About October 7, 2015, I received an invoice from TWC in the amount of approximately $75 for the service referenced above. I then contacted TWC and was informed that I may have been misquoted by the Retention Specialist but that an internal inquiry would begin to attempt to grant the rate that quoted. After receiving no response, I made almost weekly inquiries to TWC. Among other things, I was informed that thier internal inquiry revealed that I was in fact quoted $57.25 in September 2015. I was told that the rate cannot be honored without the concurrence of the "Escalations Department" which cannot be contacted directlyby the consumer. I have made multiple attempts to speak with someone from this department but all efforts have been met to no avail. On November 19, 2015 I contacted TWC yet again after my credit card was charged $85 this month for the service. I was told that nothing can be done to provide me with the rate that was promised and verified. I have spent no less than 5 hours trying to resolve what should be a straightforward issue and need assistance.

Desired Settlement: I am simply asking for the $57.25 rate offered to me in September 2015, which was to be valid for 12 months, honored. I would also like to credited in full the nearly $50 I have already been charged above the quoted amount. Lastly, I'd simply like to speak with a decision maker from this organization. The notes are within their system; this requires little interpretation. Thank you.

Business Response:

*******’s complaint was forwarded to the Retention department that originally offered him the price quoted in his complaint.  They made contact with *******, and their resolution follows:  “Customer contact has been made to resolve the concern. We were unable to meet the price quote of $57.40 after taxes so a recurring credit of $27.61 will be applied to the account until September 2016.  I’ve applied the credit for the past statements and customer is aware that the next credit due to the customer will be on 12/20. I will set up a reminder to have it applied, going forward. Issue is now resolved.”  With this resolution, we consider this complaint closed.  Thank you.

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.  Thank you, this was my first interaction with the BBB and I could not be more pleased.  Thank you for being such a staunch consumer advocate.

Regards,

******* ****




11/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently switched back to TWC from FIOS and in the process was shopping for pricing to make an educated decision. I was told by sales person from TWC that an additional box would cost me $6.98 a month for each box. Now that I have gotten a bill I noticed additional charges. 1) $3.27 x (2) each additional box for "The Guide" 2) $3.00 label additional outlet(s). When I contacted the company for an explanation of these charges I was told that they charge $3.27 for each box was for the feature of the box that allows me to access the guide. And they charge an additional $1.50 for each additional box for the service. I told them that I did not order the guide nor did I want it. I asked if I could get a box without the guide feature. The answer is No, every box has that feature built in and it is not an option not to have it. My problem with all of this is when they said it was an additional $6.98 for each box they were not being truthful and were misleading. I was not told that each additional box would also have a service fee of $1.50 attached as well as a feature of the box called "the guide" was going to cost an additional $3.27 each month. The box that they told me was $6.98 per month is actually $11.75 each month for each additional box.

Desired Settlement: TWC to stop with the false pricing. They claim they are just breaking down all the fees but in reality when they claim that an additional box is 6.98 they are lying. The box costs $11.75 each month to have. I would like them to be held liable and have to pay back the $4.77 for each box for the two months I've had their service, stop charging additional fees for the built in features of their boxes that cannot be declined, and for them to acknowledge all additional fees that are attached and cannot be waived as was the case with the additional boxes should not be separated as if it is an option to the customer not to have them.

Business Response:

I spoke with ***** regarding his complaint and informed him that during the Sales call he was advised the total cost of a cable box is $10.25.  This price combines the physical equipment ($6.97) and the Guide software feature ($3.27).  The additional outlet charges were not made known to him so I have credited those back to his account, totaling $6.00 since his installation.  At this point, we consider this complaint closed.  Thank you.

11/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were outside cooking our dinner when a sales person approached us about signing up with Time Warner. My husband spoke to him for a bit and then said to leave the information as we had been thinking of switching to TWC. The sales person then stated that they had a special promotion going that ended that day and we would be eligible for a $300.00 gift card. I asked when this gift card would be given and he said that we would receive it after we paid our first 3 bills on time. When it did not arrive I called TWC and was told that the promotion was only for signing up with the home security feature which was not even discussed with us by the salesman. I have contacted TWC on three separate occasions, spending minimally 30 minutes being transferred from one person to the next. In there system it shows my calls and that it has been determined that we are not eligible, They apparently did attempt to contact me on my home phone after the first call. On the second and third calls I requested that they contact me on my cell phone. I have not been contacted by them on my cell phone at all.

Desired Settlement: I would like to receive the $300.00 gift card promised. At the very least I would like to be contacted by someone and given proof that the sales person has been reprimanded for this fraudulent promise. Since we have not been overly pleased with the service, we may want to end the contract early with no financial fee.

Business Response:

I have spoken with ****** regarding the issues raised in her complaint.  We discussed the interaction she had with our Sales representative when the gift card was mentioned, and confirmed for her that she did not qualify to receive a physical card.  To rectify this situation, I offered her a credit for the value of the card to be applied directly to her account, to which ****** agreed.  I informed her of what her billing will look like while credit remains on her account, as well as updating her contact information in our system.  As ****** was agreeable to this resolution, we consider this case closed.  Thank you.

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,

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




11/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We received our October **** on 10-1-15 and noticed that the price went up from $49.99 to $57.99. We contacted customer service via chat and talked to a person named Fiona. We asked her why the jump in price. She said we were on a promotion and that the promotion ended. We told her we were never told that we were on one nor were we notified that the promotion was ending. She said there was a promotion for $39.99 and we would need to call customer service to have that activated. We called customer service and the lady said there is no $39.99 promotion currently but we could be placed back on the $49.99 promotion. We paid the October **** @ $47.99 and just received the November **** and it is back at $57.99.

Desired Settlement: We wish to pay the $39.99 promotion that we were told we could have. We wish to pay this through October of 2016. October (2013) is when we started business with Time Warner.

Business Response:

I spoke with **** regarding his complaint and advised him that the promotional price mentioned to him was new customer only pricing and couldn’t be applied.  I was able to offer him pricing that was still acceptable to him for 12 months, applied and backdated to his current **** cycle and advised him of his new billing.  As he was agreeable to this resolution we consider this complaint closed.  Thank you.

11/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Good morning, When I purchased my cable and internet package I was told that I would receive information regarding how to receive a $300 gift card in the mail. I have never received anything in the mail aside from information regarding my bill. I called the call center to discuss this and they gave me a phone number (###-###-####) to call to request my gift card. This number is not valid and I verified the number with the customer service associate before disconnecting the line. I work 60-75 hours a week and have a family. I literally do not have the time to hunt this down on a regular basis. I would like my $300 gift card mailed to me as soon as possible. Thank you for your time. *** *********

Desired Settlement: I would like for Time Warner Cable to call me and explain when I can expect my gift card.

Business Response:

I spoke with *** after reviewing his account and the calls he made regarding his installation.  He was offered the gift card in question, but he was given incorrect information regarding his plan and what was eligible for the card.  In order to resolve his complaint, I offered him a credit for the same value of the gift card to be applied directly to his account.  I advised him what his billing would be while the credit remained on his account, and he accepted that offer.  The credit was applied, and we consider this case closed.  Thank you.

11/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my one roommate who had the internet in his name moved out and we at the house decided that with his departure we all would get internet instead. so we decided to go to time warner cable to purchase the internet and i was chatting with an online agent because it was after office hours and originally she was great and good customer service and we purchased the most expensive package and we were all set to go. the next day i pick up the box and call to have it activated and they tell me that they cannot activate it because someone who used to live with us at this address didnt pay a bill and instead of that being collected to him and in his name it is apparently stuck under this house;so even in the far future until that bill is paid this house will never have internet. No one told me that i couldnt have the service till the previous bill was paid off until after i purchased the package and picked up the box which im sure they plan that way so it can be a liability and obtain more money if any damages occurred. i was hung up on by a customer service representative, i answered flat out 5 questions to a supervisor who answered none of them and made me wait 45 mins to get a single answer to a question , i spoke with a woman named mohagany who basically in the middle of me venting my frustration how i was robbed of my money just started revising her script while i was speaking. told me i couldnt have my money back for up to 5 business days, its like they knew about all of this and previous owner and no one decided to tell me till after i paid for everything.

Desired Settlement: they said i would get a refund in 3-5 business days which i do not like, i was literally "played" so i would like my money back ASAP. I would like to press a legal case against them in the situation that if a roommate moves out and racks up a bill the other people that live in that house should not be held responsible for the owner of the services mistake. ive never had such horrible customer service so i would like an apology, im not the easiest person to talk to on the phone but i made sure to not get overly upset or use a curse word so that i can express my matter. i want the owners account to be addressed to him at his new place of address, why should people that PAID for a service not be able to get it because someone else whose account was under their name not pay for theres. Why are we paying for someones mistake. i would like an explanation to why i wasnt told this right when i was about to purchase my service. i want to know why a company would do that to future clients such as myself and not want to do everything possible to have internet, if they simply billed it to him and put it to collections then even if we still got our own service it would still have to be paid on, while we would be paying for our own service.

Business Response:

******’ complaint was forwarded to our Payment Services department in order to reach out and explain to him the policy in question.  A supervisor from that department has left multiple messages with her contact info for ****** to contact her, but so far she has not received a call back.  As this complaint is currently being worked and we can not make contact, we are closing this complaint.  ****** can contact our Supervisor and attempt to resolve this at his earliest convenience.  Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

****** *****



P.s. , time warner, you're very cheeky trying to put this on me again. Your rep that has been calling me ***** **** by which I have her (614) personal line, every time she calls I always call her back with in 5 mins of missing her call and leaving a voicemail to call me on my personal phone and a different personal phone number. She has yet to call other number and I've called her line multiple times and left messages. If I had to take a guess, I've probably have called her back at least double, no 3 times more than the 3 message in 4 days that she's called, oh wait, I don't have to guess because I have my call log all screenshot and saved. So again a nice diversion from such a reputable Company but foiled. I feel you're stalling so that I receive my payment in those 5 business days it take to refund my stolen money. The other thing at hand is your customer service, honestly, appalling. 

Business Response:

I have left ****** a message informing him that his payment has been reversed back to the corresponding method as of November 10, so he should have that money within the next couple of days.  For questions regarding why service was declined to him, he needs to contact the Payment Services supervisor who has been attempting to make contact with him.  Thank you.

11/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to timewarnercable.com to find my mother - a current customer a better cable deal. I saw Cable, Internet (upgrade in speed) and phone (upgrade to voicemail) listed at 89.99 for return customers. I was told this offer was only for new customers -look at the asterisk on the bottom I pointed out at the bottom of the page it clearly said "* Existing customers only: Internet upgrade prices shown (e.g. $10, $20, $30) reflect additional monthly cost to your current Internet plan. Crossout pricing reflects full retail price." The woman transfers me to sales saying she could not do offer.... While I am talking to sales - my webpage is "timed out" and I can no longer link back to it. The previous page for returning customers is now changed to a "Login" page. I tell them, they obviously just changed it and that I had saved the page on my computer with all the information and printed it. The person sounded shocked - "really?" I said, yes- the date, the time, I am recording "Everything" - I tried to record phone call with limited success. I said this is clearly a bait and switch I called for service with every reason to believe this offer was real and that it was specific to Return Customers. After over 45 minutes of phone time, I was given an offer $20 off a 162.48 monthly bill. I said over is not exceptable and I fully expect the offer presented on their website to be honored and that I would be filing a complaint

Desired Settlement: I fully expect my mother to receive the 89.99 offer starting next month for the full year. It is an upgrade of service and is specific to "Existing Customers" I can support this with a seven page print out of the advertisement and a saved webpage file of the promotion.

Consumer Response: Yes, my mother was present during the phone call from her home.
I provided them with her account number and last four digits of Social Security number.

Her name is **** ** *****  ** ****** ****** ********** *** **** *****   Phone *** *** ****


I have included Two jpeg scans of the offer -  Note how it clearly says - * Existing Customers Only
We wanted the 89.99 package. This is an upgrade on internet speed and cable channels.

I have also included the saved WEBPAGE File that should open in the Internet Explorer Web Browser -

Thank you

****** *****

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

Business Response:

I spoke with ****** regarding his complaint and his mother’s account.  I advised him that the promotional offer he mentioned is considered available only for new customers or those with one line of TWC service.  We went over how the offer was laid out online and were unable to reach an agreement in that regard, but I did offer his mother a new promotion for her same level of service.  ****** brought the offer to her and she agreed to the pricing.  I have applied and backdated this pricing to her current bill cycle and let him know what to expect for the next bill, and we consider this complaint closed.  Thank you.

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since two thousand I have lived here at six Howard St. in Hornell, NY. Ever since the Hornell are cable offered Road Runner as the internet I have had issue with it. Slowing of the internet has always been the issue. Starting July I have had errors of limited access to my internet and have called them on several occasions and they have reset the modem, told me to go website to and the password and that was password in all lower case. Then select change channel because their was so many other ones on the internet in my area. That would work sometimes for ten minutes and sometimes not at all. They had me do speed test speedtest.net and I read the speeds to them off one computer that was hardwired and that was wireless and the download speed they claim should have been fifty to sixty. We were testing between seven and twenty seven. They finally sent a tech out on the first or second week of October two thousand fifteen. He said that he changed something out outside because it was more than two years old. he only checked one computer in the which only four years old and is well maintained. He only tested that computer hard wired and did not check it wireless. He tested it on his computer and claimed to have a good test six time and did not show my roommate who was here. He did not check in the cellar and when I got back I found out he said it was our computers. The oldest computer is four years old all the rest of the computers in here are less than a year old. After this appointment happened I called again the next day with the same problem I told this tech that talked to said that all my phone calls were not documented and indicated that the latest one was in August and that I should tell ever tech I talk to that I want my account to be noted as to when I call and why. He also said the are supposed to do it any ways but not all if do unless you tell them to. He then sent out the manager for (Lynn) out that day.She checked outside, down cellar and used her computer and two of ours this is to include the last tech computer. She tested all three computers hard wired and wireless and she even had a problem with hers. She also put a different modem in and changed the password. This worked for a couple of hours. Then a tech called me and said he seen we were seeing problems and was going to send out another tech October twenty first between two and four p.m. I got a call on October twentieth saying they could send out a tech between two and three pm. This tech explained to me that there was something not installed right outside the house and that changed a bad fitting by the ground wires down cellar that was bad. He also put a brand new out of the box modem and asked for a user name and password. During this call my phone out of the blue was not working. This a corded phone. He could hear me but he was cutting in and out and I asked if he could here me to call my cell phone. He did so and noted it. Since the tech came out on October twentieth about three pm we have have ran really well and no more problems. I called Time Warner today and spoke to billing about credit credit for all the problems and unable to use it as it should be. I was informed that it was noted on my account that I was not receive any more credit or have another tech come out if I have more problems because the first tech noted that it was all the computers in the house. I asked for a supervisor and she was fought with me about it and then asked me why. I was on hold for this supervisor for twenty minutes before she got to me. When I explained that I have lived here for fifteen years and they have been a lot over that fifteen years because of the internet and that after what the tech did yesterday and stating that he felt the combination of the to things he fixed he felt that it was disrupting the connection, we are running great . She then said she was putting me on hold to talk to the help desk for the internet to see what was going on. I asked her to have them look at the history at 6 Howard St. since two thousand and see how many times they have had to come out because the internet was messed up and to speak to Lynn because is one of them has been out through out the last fifteen years. I also told her that I never asked for the credit when I upgraded the first time and the service rep never told me that I had to change modems out with this up grade. When I called after a month of being extremely slow and this tech said I had the wrong modem. At the end of Aug two thousand fifteen I once again upgraded my internet to highest I could go because my son got a new PS three and I got another roomer. Needless to say the supervisor after being on hold for ten minutes hung up on me and never called me back. I know she had my number because she called me. I forgot to mention that a tech was suppose to be out on October seventeenth between eleven and noon. On October fifteenth I got an automated call from Time Warner asking me to confirm, cancel or talk to a rep, I picked three to confirm and then it said to answer the call from the tech on the appointment date. Needless to say she/he did not come or call. I got a call follow up call came from a tech later asking if we were still running ok and I told him yes. The other complaint I have with them is I owed ninety five dollars and change and had made a payment agreement to pay on that on October twentieth before midnight on line and I did but because I owed it I could not get a hold of a tech for the internet till the next day when I was connected with billing who said that once I paid it the system would would let me connect with a tech. They claim twenty four hours a day of tech help. No it is not. Another complaint I have is that they make you pay one month in advanced and installation so when you go one month behind they claim you owe for two months you never get the one month in advanced that you paid. I am all done with them and I will end up owing five hundred thirty seven dollars and fifty six cents . I have copied and pasted my bill below.

Desired Settlement: I would like a credit to my bill for the one month in advance that I paid, credit for not being able to get a hold of a tech when I needed to, credit for all the hours I was with out my services and a credit for having to fight with them and being hung up on by the supervisor. I am in the process of finding a different cable phone and internet company and as soon as I do I am dropping them.

Business Response:

A Lead Tech has been to ******’s residence for her service issues, and the following remarks are findings from the previous 2 visits:  “THIS IS THERE EQUIPMENT. MULTIPLE TECHS HAVE BEEN OUT AND RAN SPEED TESTS WELL OVER 60MBPS. THEIR OVER UTILIZING THEIR MODEM AND EXPECTING EVERY PC TO GET 50 AT ALL TIME, EVERY PC LOOKED AT SO FAR HAS HAD MALWARE AND ISSUES. THE PHONE ISSUES ARE THE PHONE ITSELF. TOLD CUSTOMER OF THIS. WE SWAPPED THE MODEM AGAIN TO APPEASE THE CUSTOMER AFTER SHE WAS TOLD SHE NEEDED A NEW MODEM. IT'S NOT A MODEM ISSUE, IT IS ON HER SIDE. MONITORING SHOWS CLEAN. PING LOSS IS LOW.”

“CUSTOMER IS GETTING PROPER SPEEDS OUT OF MODEM, WIRED AND WIRELESS TECH OPS WAS ABLE TO GET BETWEEN 50 - 66MBPS ON SPEED TESTS EVERYTIME. CUSTOMER HAS SEVERAL COMPUTERS WITH NO ANTIVIRUS AND QUESTIONABLE PROGRAMS INSTALLED. ALSO EXPLAINED THAT CUSTOMERS CANNOT EXPECT 50MBPS WITH SEVERAL COMPUTERS IN HOUSE GAMING ALL AT ONCE. THEY HAVE 2 DESKTOPS, 3 LAPTOPS, TABLETS, A PS3 AND MULTIPLE PHONES ON WIFI, EVEN IF COMPUTERS WHERE NEW AND CLEAN THEY WOULD STILL BE LESS THAN 50MBPS SHARING BETWEEN ALL THESE DEVICES. PHONE ECHOING IS HER PHONE.”

As her issues have been worked up by our Technical Operations personnel properly, with legitimate findings on their part, no further credits are due to this customer, and we consider this case closed. 
Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Three words:  they are lying. Could someone from your office call me please.

Regards,

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




11/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called up Time Warner Cable in September to transfer service as we were moving our house. I was pitched an all in one package including home security. I accepted. We set up the install date. At the install, they did not have time to install the security system so I had to re-schedule. I was told on the call there was no additional set up charge. The installation date came, a service rep came to the house. Surveyed the property and told me my options. He asked if I was explained to the procedure and cost. I told him there was no cost. He said he needed to call the office as this happens all the time. HAPPENS ALL THE TIME..... Put me on the phone with an individual. Told me it was going to be $ 800. After i wasted my time where I could have been working. Pushing consumers into a corner so their day is not wasted to accept the service. I said no way. This agent then transferred me to a different agent. This next agent was obviously trained in talking consumers into accepting the product. I politely listened and at the end of another 5 minutes I said, i was not interested in the product. Again back and forth for another 5-10 minutes, and again, I declined. She then said then i'm going to have to transfer you to billing to cancel the service. Again, a tactic to take more of my time. I said, no thank you. I'm telling you, who i didn't have a choice to talk to that i do not want the service. I will not take more time to talk to another individual. Cancel the service. I then ended the call. I just received my invoice where I was billed the $ 39.99 monthly fee, as I did not go through their company's process to cancel. The process is unreasonable and fraudulent.

Desired Settlement: I want to be refunded my monthly fee. I want a higher up to listen to the phone calls that i know they need to store the files. I want the agents that are practicing in this way to be held accountable. I want time warner to clean up it's billing practices. After the analysis to see that I am not making this up. I want an apology letter from Time Warner Cable. Disgusting way to operate a business and taking advantage of consumers.

Business Response:

This complaint was forwarded to our Intelligent Home department to research ******’ complaint.  One of their Lead representatives reached out to resolve this complaint, and his verbatim follows:  “I spoke with the customer, apologized for his experience and advised him that Intelligent Home has been removed from his account.  I also advise that his interactions have been researched and will be forwarded onto the appropriate leadership teams. Mr. ******* was happy with this resolution.”  At this point, we consider this case closed.  Thank you.

10/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In September my Time Warner bill went from $192 to $230 per month. On October 16th I called and asked to cancel my cable service. The representative said that she would give me a new promotion that would bring my bill down to $182 per month. She said that my current bill (for October) would be adjusted down to between $182 and $200, and after that my bill would be the promotional $182. My October bill never went down, it is still $230 and I was just billed another $230 for November. I would not have continued service if I was going to be billed $230.

Desired Settlement: I would like to be billed at $182 per month, as promised. I would like the October and November bills to be lowered to the promotional amount of $182.

Business Response: I spoke with ****** and apologized for the error in her billing after her last conversation with TWC.  I advised her that her order had been cancelled causing her rate to stay the same for the next bill printing.  We discussed service options and I was able to give her a similar rate as the last representative.  We scheduled a service upgrade and I advised her I will backdate the new rate to the previous bill cycle.  At this point, we consider this case closed.  Thank you.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not completely resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I spoke with a representative (Rich) and he told me that my order had been canceled, which was why my billing remained the same. A tech came in to install new equipment, which, Rich Told me, would trigger my new lower rate. He also said that my rates would update, but it may take until Friday. It is now Friday. My October bill has been updated, but my November bill hasn't. 

Time Warner has been good about getting back to me and they handled all of this well, I'm just worried that my billing update is going to get lost again and I'll have to start all of this over. I think that they are probably still fixing the billing, but just in case, I wanted to register what is going on before my five days are up and I'd have to file a new complaint if m bills still aren't fixed. 
Regards,

****** ****




10/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There has been a negative credit report from Time Warner Cable submitted to the credit bureaus. For the past 3 years my credit has taking a negative hit for an un-paid cable bill that isn't/wasn't in my name, nor is my name listed on the account! I had a roommate at the time whom had a Time Warner account that apparently was not paid, Time Warner told me since I was living at the same address I was "reaping the benefits of their service so I was accountable for the balance"??? Last I knew that is illegal!. I had NOTHING to do with it yet my credit is showing a balance in collections for $217.00!! (or something like that).

Desired Settlement: I not only need it removed from my credit report(s) but they should be reimbursing me for the negative impact to my credit for 3 years!!!! Thank You, ********* ******

Business Response:

*********’s complaint was forwarded to our Payment Services department to look into her record.  Their findings follow:

“In review of the account ********* established service for account ******-13 on 9/4/2012 and disconnected on 8/14/2013. She left an unpaid balance here of $217.35. On 3/19/15 ********* called us to set up services again and an audit was performed on her account.  During that audit public records show that she has been connected to the address since 2007. This creates a roommate violation with ****** Ingay who has account ******-12 with a balance of $326.46. ****** also shows to be a known associate of ********* per public record.  Her credit report would reflect her unpaid bill of $217.35 but she would not have ******* bill of $326.46 on her credit report. As she stated her credit report shows $217 something, which is accurate. She would have been advised she would be denied services until both her and his balances are paid, but in no way is she legally responsible for ******* bill nor is it impacting her credit.” 

At this point, we consider this case closed.  Thank you.

10/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I recently moved to Buffalo, NY from Arizona for work. Having recently moved into a new home I had Internet installed through Time Warner and decided to go ahead with their home security system in order to have one bill for both. I had *** home security back in AZ, but I decided to give Time Warner a chance. This has so far been the worst decision I have made in 2015 and here's why. My frustration with the company started early on. While on the phone with the sale's representative I told them the 4 components I wanted installed through their package, which included: 1 motion sensor, 2 door sensors, and a digital thermostat to adjust the temperature via my phone. Due to my work schedule (I work Monday-Saturday 4:30am-approximately 6:30pm) I was thinking Sunday would be the only time they could install it. The sales representative reassured me that as long as I had someone in the house they could install it and call me to discuss the details. Subsequently we scheduled an appointment during the week day in late September and I had a colleague at my house to let the technician inside. Upon arrival the technician said the home owner needed to be present so the installation was not performed. I was annoyed at the sales rep for the in accurate information and frustrated that this would be delayed, but I understood the necessity of this. Therefore, I re-called the company to schedule another appointment as they made no attempt at contact me to schedule an appointment. After being on hold and transferred several times I finally made an appointment on the earliest available Sunday, 2 weeks away (10/4/15) Eventually Sunday October 4th finally came around and I was optimistic to finally get the home security installed as I had waited approximately 3 weeks now since the initial call. I had planned to be home until 2pm as they stated it could take several hours to install. Upon arrival the technician discussed the 4 components he had planned to install which was incorrect as he planned to install a camera unit rather than the thermostat. I told him to he may install the other components, but I did not want the camera since I had specifically asked for the thermostat. He made a phone call and said he would be able to change the camera for the thermostat but would have to run back to the office to pick it up. He stated he would return immediately to finish the install. By now it was closer to 2pm. I decided to cancel the rest of my plans on my one day off in order to ensure this home security system would finally be installed; after all I had already waited 3 weeks. I gave the technician my cell phone number so he could keep in touch with me in regards with timing and when he was on his way back. Needless to say, the technician never returned. I waited all day at my house and not only did he not come back to complete the install, he didn’t call or make any attempt to inform me if another situation arose. Very unprofessional. Angry, annoyed, and frustrated, I figured the company or technician would get in touch with me on Monday regarding completing the home security install. No calls on Monday. Tuesday – No call. Wednesday, no call! Wednesday evening I finally decided to call the company because it seemed as though they would not bother to take care of completing a job they started. After going through numerous transfers and holds, I was transferred to Nathan (Jason): Employee ID: *******. I told Jason the situation, he apologized for the delay and informed me the earliest they could return to complete the job would be 2 weeks away. This made it over 1 month to get a home security system installed from Time Warner. I was very displeased. I told him it would be unfair to pay a monthly fee for the home security system that did not include all the options since all the components were not installed. He said there would be no way to waive fee’s/adjust the monthly bill and that I would be charged full price even though I did not have all the services. I am not one to complain or waste time writing such a long one, however, this was enough that I could no longer deal with this company. I feel cheated, ripped off, and extremely dissatisfied.

Desired Settlement: I would like Time Warner to remove all the security components and provide a full refund as the components were not completely installed Or Provide a discounted/pro-rated price for the next few months secondary to failing to install the components on the scheduled date and not showing up to subsequently finish the job, as well as, lack of keeping the customer informed regarding the next step to finish the home security system.

Business Response:

This complaint was forwarded to one of our Intelligent Home Lead representatives.  He contacted **** to go over the issues raised in his complaint.  A service call was scheduled and completed to install the correct unit for his monitoring service, and credits were applied to the account to offset his time waiting to have to his equipment installed properly.  As a whole, this resolution was acceptable to ****, and we consider this case closed.  Thank you.

10/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time warner Cable has false promises and services, especially dealing with their customers. Lots of long holds and unnecessary transfer. The Customer service department do not communicate with other departments within the company. Time Warner Cable has rescheduled my service without my knowledge. I have online college work that I'm falling behind due to the inconsistent of service.

Desired Settlement: Delivery of order

Business Response:

The service install requested by ******** has been completed.  The issues raised in his complaint were due to cable lines having been cut at his residence due to previous fraud issues.  ******** attempted a self-install, but as the lines were cut, no service went through to his home and a regular installation had to be completed.  That install is now done, and as a courtesy to ******** for the inconvenience we’ve credited the full cost of the installation.  At this point, we consider this case closed.  Thank you.

10/21/2015 Problems with Product/Service
10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called them several times with Bill disputes. They have not sent me one since I moved to this address I was lied to about the cost of service. I was lied to about documenting things I called about. I have been told nothing but lies and have been expected to pay a bill I can't see. They don't care about the company. They manipulated me to get more money. This company is an absolute disgrace. Then when the tech came to disconnect my services, I informed him I was in the restroom that I was in the bathroom and asked if he could come back. He said that he would return. Instead of coming back he stood outside my door which is right across the hall from my bathroom. This is inappropriate. I am a female and was home alone with a toddler. This made me feel unsafe.

Desired Settlement: I would like to be charged only for the service I originally called about. I had asked only for internet and they led me to believe it would only cost about $10- $20 more for the whole package. I agreed and then was charged about $150 more. I have been on the phone with them at least once a month asking for bills and trying to argue about my bill, but they have yet to satisfy my requests. I have given them back their equipment and want nothing to do with them in the future. It's too bad that they have a monopoly on that market in this area. I guess I will just stick with Netflix from now on. They have yet to lie to me.

Business Response:

At this time, we have tried to reach ***** but have not yet received a call back.  A No Contact Letter will be sent with our contact information, and we consider this case closed.  Thank you.

10/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: billing for October 2015 as well as November 2015 .November is not even here yet ,they are trying to charge me double payment .there are services on there i do not want and charge me for those as well . they pressured me in to upgrading my services after dropping some , saying it would be cheaper but it increased my bill by $30.00 .

Desired Settlement: just want my bill straightened out

Business Response:

*********** spoke with a member of our Leadership team and she went over the issues raised in his complaint.  She explained Time Warner Cable’s billing practices, as well as explaining his price savings with the promotion he is currently on.  She also credited him a fee as a courtesy due to his account mistakenly being enrolled in AutoPay.  At this point, we consider this case closed.  Thank you.


10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the past 2+ months i've been experiencing problems with my internet from Time Warner Cable. I pay for the 50/5 plan which is $90/month. The problems i've been having with the internet are with outbound packet loss and high latency. These two things make it near impossible to use the internet for anything other than simple internet browsing. Playing online games hasn't been possible for me for the past 2+ months because of this. A TWC technician came out to my house on Friday, September 25th and checked all of the lines and signal levels and told me that everything was fine, however the problem was still occurring. I contacted Time Warner Cable through their online chat system and was finally connected to someone who knew enough about their job to help me. The rep and i ran a bunch of tests on the network connection and he determined that the issue was with Time Warner's servers. He insisted that my issue would be fixed promptly and that he had created a 'ticket' about my problem and contacted his supervisor. Now, 10 days later i'm still experiencing the same problems. I tried contacting Time Warner through their chat system again but every rep i talked to either wouldn't do anything to help or just disconnect from me. So I feel like i have no other option than to come here now and file this complaint just to try and get the product that I've been paying for. I'm going to add some screenshots of the tests that me and the TWC rep ran which clearly shows the issue. There is no personally identifiable information included in these.

Desired Settlement: First, i would like the issue with my internet to be fixed. There is clearly some sort of routing or peering issue on TWC's end and it's ridiculous that I'm paying so much money for this. Next, i would like to be credited for the 2(almost 3) months that i've been experiencing this issue. I would also like the price that I'm being billed for internet to be drastically lowered for the next 12 months until it has been proven to me that Time Warner can offer a reliable and consistent product.

Business Response:

This complaint was forwarded to our Tier 3 Home Phone support representatives.  They contacted ***** to go over the issues raised in his complaint.  After reviewing the account, a service call was recommended and scheduled to resolve *****’s service issues.  At this point, the assigned technician will be out to address the underlying problem, and we consider this case closed.  Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The service technician came out today (10/15) to fix the issue.  He ran a bunch of tests and told me there was a problem with the frequency levels and that he'd fixed it and that my issue should be solved.  I'm still having the same issue with outbound packet loss and latency.  I'd like to either cancel my service or just have the price lowered if it's not going to be fixed since im tired of dealing with it.

Regards,

***** ******




Business Response:

Our Tier 3 group has continued to reach out to ***** but have been unable to.  Without being able to make contact, we suggest ***** contact a Call Center at his convenience in order to further go over his issues.  At this point, we consider this case closed.  Thank you.

10/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Time Warner Cable to cancel/discontinue our cable and internet service. I was told I had to pay the past due balance before they would disconnect our service; so at that same phone call I paid $168.32 (9/23/2015). I was then transferred two more times; and was told they would disconnect my service effective that date (9/23/2015) and that they would send me boxes to return the TWC equipment. The second person who I was transferred to, put me on a "brief" hold, and ended up hanging up on me. The payment of $168.32 was made over the phone 9/23/15 and cleared my bank on 9/24/15. The following day, I checked and our Time Warner Cable had not been disconnected. I called again, and was transferred again, and was told that disconnect order did go through and it would take a couple of days to take affect and that I would not be charged for those "couple of days". Well, it's now October 13, 2015 and the service was NOT disconnected and I am receiving a past due termination notice for delinquent status for non payment. At this point, I need help to get this service disconnected and these charges to be removed for service that I was told was cancelled back in September.

Desired Settlement: I would like the service disconnected as I requested. I also would like the delinquent status/termination notice for non payment credited/removed as I requested the service to be cancelled.

Business Response:

I left multiple messages for ***** with the current status of her account.  Her account has been disconnected and backdated to September 23, when she originally requested it.  Return boxes were sent by FedEx to her home 10/15 and dropped on her porch to facilitate her equipment being returned.  I advised her that once the equipment is returned, the account will have a final balance to pay of $170.90 for services rendered prior to September 23.  At this point, we consider this case closed.  Thank you.

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,

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




10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Time Warner Cable Application for on-demand video, a major component of the service, stopped working. I reported with deplorable customer svc. The Time Warner Cable Application for on-demand video, a major component of the service, stopped working. When I reported the issue, first I was transferred several times, it seemed like the people on the phone had no idea what was going on. I was asked my name, address, ssn and other information multiple times. I was asked to explain the problem, in detail, more than 5 times. Finally, someone said that they would look into the issue and get back to me in (I quote) "up to 3 days." No one called me back. The application is still not working. I do not have the time in the day to go through their horrible customer service process again! Its been over a week since and no one has returned my call. I contacted customer service again, they transferred me again multiple times and kept me on-hold for an inordinate amount of time. My time is just not valuable to them, but my money is . . . despite the fact that I am paying for a service that is non-funcational. The most unhelpful representative was someone named "Renee D******" who kept saying "I will be right with you, thank you for waiting, I am sorry for the delay, I will be with you in just a moment, I will be right with you." She was supposedly the "manager" and someone who could help me. I was transferred to her for that purpose. She did not help, she just kept giving me the run-around. This went on for 45 minutes. Then she transferred me to someone else who said the issue was because I did not have a credit account. He then checked and I do?! All in all they have wasted too much of my time on a service that should work, did work, and now is non-functional.

Desired Settlement: I would like time warner to refund me $240.00 so that I can purchase the service from a 3rd party vendor(s).

Business Response: I left a voicemail for ******** with an update regarding the issue raised in her complaint.  At this point, Time Warner Cable has a Technician assigned to investigate why On Demand content is not playing on Android devices, as well as an app update to be released soon that should alleviate users having similar issues on Android devices with the current version of firmware.  I let ******** know that at these two events may be linked or one in the same, and, if so, we should have a resolution soon.  I also applied a $20 account credit for her troubles trying to communicate with different representatives.  At this point, we consider this case closed.  Thank you.

10/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The account is in my wife's name ****. 3 weeks to a month ago we had internet service with Time warner cable only. We received a called from Time Warner (which called me every single day, twice a day for over two weeks) , telling me that we were eligible for a promotion if we added TV and phone to our account and switch from Directv, that we'd be eligible for the 89.99 a month deal and a 300 dollar giftcard. I told them I was interested and they signed me up. They assured me everything was all set. A technician came to my house a week later and hooked up the cable box and gave me the equipment for the phone. He didn't set that up. Once he left I went upstairs to use the second mini box on my tv in the office. When I turned it on, it wasn't activated so I called the line to get it done. I spoke with an agent that said they didn't even see the promotion on my account. After going back and forth, they finally said they fixed it . A few days later, an agent calls me to tell me my service will be turned off unless I do a phone verification. When speaking with them, they told me they didn't see any promotion. Once again, had to explain the issue. They assured me that they resolved the issue and the promotion was correctly added. A few days went by and I see that my bill is over 400 dollars. Once again EVERY agent has lied to me and nothing was all set and the promotion wasn't in place. I called AGAIN and talked to someone on chat. On chat after being bounced back and forth between two queues that told me they were transfering me to customer care, after the 5th transfer, the agent told me there isn't even a customer care chat! The agents were just sending me to someone else to get rid of me. Every single person keeps telling me the issue is resolved and yet here we are 3 weeks later and my bill is still not resolved. I can't even begin to describe how terrible this service was. I should have never left Directv in the first place.

Desired Settlement: I want the promotion to be added correctly, and I'd like a substantial credit on top of that to make up for just how terrible this customer service has been. Anyone with common sense can see that this is not how a company should be treating ANYONE, let alone someone who they actually called and convinced to cancel from another provider and switch to time warner.

Business Response:

I spoke with ******* regarding the issues raised in his complaint, and apologized for the runaround he’s experienced trying to get a resolution.  I informed him of what happened to cause this problem and that his rate has been adjusted to the price he signed up for originally.  I offered a credit for the gift card he was offered, as well as a credit for his inconvenience, and he accepted both.  I informed him of his new balance and what to expect from his billing, and we now consider this case closed.  Thank you.

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,

******* ****




10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We appreciate the services of Time Warner and have always found their products and support staff helpful. This request is to have our cable and phone wires repaired. The wires hang low between the two utility poles in our backyard. One broken wire is actually on the ground level. They were damaged in October 2012 during the Hurricane Sandy storm. We conducted phone calls to Time Warner in approximately November 2012, March 2013, September 2013 and October 2013. Each time the conversations were helpful, but took over a half hour to re-trace the problem and connect with local, crew leaders. Each time we were assured the work would be done. We commend the people on the phone at the “front level”, but are discouraged by the upper administration and their lack of oversight to finalize the repairs. We have not called for an update since late 2013 because of time constraints and fear of continued delays. We are worried now because the wires remain low to the ground. In addition, there are other, no-working wires at the ground level near the NE utility pole. We are worried because there could be additional damage or injury with the wires so low, especially with children in the neighborhood getting older and playing more in our back yard.

Desired Settlement: Explain the delays to repair the wires to date. Please remedy the problem and confirm a timeline for when the wires will be repaired or replaced (raised to proper levels).

Business Response: This complaint has been turned over to our Technical Operations and Construction departments in order to be resolved.  Several voicemails have been left with ***** to update him on the status of this project.  Per one of our Construction Coordinators:  "I met our contractor on site Tuesday (10/6), we evaluated the work to be done. We are scheduled to do our work tomorrow. I called the customer yesterday and left a voice mail. I told them we would have our work completed this week.”  Thank you.

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.   We appreciate the help of the lead coordinator to schedule the repairs and for the extra effort to leave us voice mails with updates on the status and time frame for the repair.  We called the coordinator to thank him and appreciate his and the crews prompt attention and repairs. 

Regards,

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




10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had service issues with both home phone and internet from the week of June 14, 2015 to current. I am asking for my last months bill to be credited as I had so many service calls from the last week of June to beginning of September. TWC had replaced the Feed Line on August 28, and still had outage issues on our street. They then had an amplifier die on the feed line on September 10. They had to replace both issues. I am still being billed despite this service issues. I was able to get about 30% of the service issues credited to my account not the 100% of the service issues credited. I have had an escalation ticket number: 22075228 issued on September 21. Kathleen issued this ticket number. No one called for further questioning or review of my case. I did get a few calls on my home phone, but I asked if they can call my cell phone as I almost never use my home phone. I may be canceling the services all to gather as I been having issues for a long long time. I had TV Service from October 2014 to April 2015 and couldn't stand watching sports as it would depixalize or the screen would freeze or the sound would not be in sync with the video. I canceled this to go to Direct TV as they wouldn't resolve my issues. I am a technician and I have done several steps to troubleshoot on my end, but cant get my service to work. I have heavy and severe packet loss, it has been better as of late. I had the lead tech over named John who was very helpful and he gave me his contact number if I had any issues. Most of the time, I went through him for the service issues.

Desired Settlement: I want an additional $70 credited to my account as I should not have to pay for services I wasn't able to take advantage of due to speed issues, and service interruptions. I will quit if I don't get credit of $70.00 additional for all the trouble of getting service appointments to rude tech support personal (Over Seas). I have a recorded conversation for a rep in tier 3 telling me it is a TWC Issue I am having issues with. I want all late fees reimbursed too as I should have no late fee for this unethical billing practice as I never received service as promised

Business Response:

The Lead Tech mentioned in ******’s complaint, John, left notations on the account that an agreed upon credit has been applied as of 9/29/15.  Per John, “LEAD TECH 73825 DISCUSSED CREDIT FOR PAST ONGOING INTERMITTENT HSI SERVICE ISSUES AND AN AGREED $25.00 CREDIT WAS APPLIED TO THE ACCOUNT.”  We consider this complaint to be resolved at this time.  Thank you.

10/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband ***** had all of the correspondence on my behalf. He is making the complaint in my name. In May of 2015 I saw an offer from Time Warner Cable (TWC) to switch my TV service back to them from *******. I started an online chat with a TWC representative to get all of the details of switching back to TWC. The offer was if I switched back I would receive a $300 Gift Card. The representative stated that I would receive this gift card after one month of being a customer. After a 6 weeks had passed, I called to see about the gift card and the person on the phone stated that the offer is after 3 months. I asked him to check the history of my chat he said he would. He came back to me and said he "opened a ticket" so I can get my gift card. After another month of no gift card, I called back and a woman then said I see the issue and "opened a ticket" to get me my gift card. After a couple of weeks I called back and spoke to someone else who then said I wasn't eligible because I did not complete the appropriate request for the gift card. At that point, I decided to switch back to *******. After that was installed I called TWC back to cancel my cable portion of my account, I have always had TWC for internet. I spoke to a woman there in the cancelation department who said she could get me the gift card. After 40 minutes on hold and speaking to a man in a different department who informed me that he couldn't help me. I gave up and just wanted to cancel my cable and he transferred to someone who finally helped me. Still no gift card as promised in the initial correspondence. I met all the criteria of keeping my account current throughout my short time with TWC for cable.

Desired Settlement: I would like the $300 gift card promised to me when I signed up for cable service. Any help you can provide would be great.

Business Response:

I have tried to reach ******** and ***** at the contact numbers listed, and so far have not received a call back.  They both have my phone number to make contact at their convenience so we can resolve this complaint.  Thank you.

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a Time Warner Cable customer for a long time now. Over a month ago on a saturday my cable box went so after endless attempts with technical support I was advised that I would have to wait until monday to go to my local office to get a new box. I did exactly this 5 days later and when I returned home with the new refurbished box Time Warner could not activate it advising me to return to that location to get a new box. This time the 3rd refurbished box continued to freeze causing us to stop watching our programs and to reset the box. I call the customer service number ###-###-#### and I was advised that they would send a non refurbished cable box in the mail. Several days later I only received a remote with no box. I waited 2 more days as I thought the box would be shipped differently. When I still did not receive my new box I called###-###-#### and was advised that they never shipped me a box. The lady helping me said she would send me a non refurbished box as i have had so many issues and would wave the shipping fees. When I received this 4 th box it was missing a leg as well as had severe scratches all over the face of it. I didn't even bother hooking it up. I was advised to go once again to the local office in Cheektowaga NY to swap out the box. This take me to the 5th box in just a little over a month. Is refurbished once again. When we DVR programs we find that some are cut off in the middle. When we watch live tv the box will freeze enabling us from controlling it so we a forced to hard reset the box missing a good portion of what we are watching. Fed up with the nonsense on September 29th I called###-###-#### and spoke to Andy. He refused to allow me to talk to a supervisor. He stated he would make this right for me! He kept saying this. After about 10 times of him saying he can handle this without a supervisor I gave in as it was very exhausting. I told Andy I wanted a new box or I will be canceling my service. He assured me at the very latest he would call me on my cell on October 3rd 2015. He kept saying he was the only Andy there and that I was to give him a good review when Time Warner calls me back in a little bit and does a survey. (I never told Andy this but that was absurd of him even to ask me to do that as he has done nothing for me yet. Now that I am waiting for word of a new box I have 2 cable boxes in my possession and are getting charged for both even though the 1 is not hooked up.I have still not had any resolution on my concerns.

Desired Settlement: I expect a Brand New Box as I know they exist as Brand New Time Warner Customers would not get used equipment. I expect a refund for $25.90 for for 2 dvr services as well as $13.95 for equipment charges as they were defective and I want to be refunded for 5 weeks of cable service as I have missed shows and wasted my time on the phone as well as my gas driving to the Time warner location 3 times.

Business Response:

****** spoke to a member of our Leadership team (Paul) on 10/5.  Paul took ownership of the multiple problems ****** has been having, setting up a Trouble Call to remedy the service issues, as well as correcting the pricing on ******'s account to reflect his actual services and equipment.  Paul also applied a credit to the account as compensation for poor service received.  I spoke with ****** 10/6 and advised him I would look into the rep he spoke with on 9/29 to make sure they are coached properly on what is expected on customer calls.  ****** was agreeable to all these actions on Time Warner Cable's part to resolve his issues, and we consider this complaint closed.  Thank you.

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,

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




10/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been using Time Warner cable for Internet since April of 2015. From day one, I have had issues with service in various regards. On 2 occasions, the modems I had rented from the company, were unable to handle my requested bandwidth. The most recent issue was that my service was upgraded to another type of service which DOUBLED my bill and I had no knowledge nor did I consent to this upgrade. After spending some time on the phone, I was able to get this bill reduced to my normal cost and my service restored. While on-hold, I looked at an old bill and see that I am actually paying the same amount but for a lower internet package than I paid originally before the incident with the upgrade that I did not consent to. When I asked about the discrepancy, I was told the old price was a promotional price. I was never told the price I would pay had a time limit on it and that it would increase after 6 months. Yet another surprise from Time Warner. I decided to look at the packages offered and found the package for my internet was actually for 12 months and $5 cheaper than I had ever paid, so I would venture to guess I never did get a "deal". I also found out that in areas that Time Warner actually has competition, their deals are MUCH better. For example, my areas service which gives 50mbps download and 5mbps upload would cost me $64.99. In Kansas city, the service which gives 50mbps download and 5mbps upload is $34.99. So it would appear the reason the price difference for my area is because "There is no competition and because we can". Finally, the on-going issue is that the node for the area is overloaded. During peak hours, the internet drops out randomly but frequently disconnecting me from any service that requires a stable internet connection. The area management is aware of the issue and is awaiting approval of funds/parts/labor to "Split the node" and upgrade the local area infrastructure to be able to handle the bandwidth that the area requires. Despite this fact, I am still paying full price for my internet even though it only work part of the time.

Desired Settlement: Treat customers fairly, adjust pricing so that an area is not blatantly being scammed due to lack of competition. Do not adjust customer services/prices without their knowledge and consent. All I had ever wanted was for my internet to work as advertised without the constant drop in service. Due to my constant and increasing sources of frustration, I now want to pay the prices for internet that are apparently acceptable in other parts of the country that have competition.

Business Response:

Resolution:

I have called and talked to Lee about his concerns with his billing and the apologized about the issues he had with internet modem. I did credit his account $20.00 for the inconvenience of having to replace the internet modem twice. I also did send his information to our technical operations department to have a supervisor call him to follow up with more information about when the service Node will be split in his area.   They have left messages with Lee letting him know when to expect the work to be done and also left on that message he was advised that his utilization for the service Node has only peaked at 87% and that he should be in good shape until all of the work is completed.  At this time we would consider this issue closed.


Thank you

Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse


10/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been working with time warner cable for approximately 6 months to resolve billing issues. I was told in April that the bill would be fixed and it was not. Since then I've been given many different explanations about my bill and a rate increase with no notification. My current bill does not reflect past made payments and currently reflects a 200 balance. I spoke with a nice young woman named Courtney who was very helpful last week and while I believe she helped and resolved the issue of service, my bill hasn't been resolved.

Desired Settlement: Due to the amount of time I have invested in this on the phone and by chat, and the lack of resolution, I am requesting my bill be adjusted to reflect no balance and my new bill to reflect the service promised last week by the associate. I also would respectfully request two months free service for the length of this issue and the lack of resolution by customer service representatives. Also I will be checking my credit report to ensure time warner did not reflect poorly on my credit report and if so, will be requesting a correction to that.

Business Response:

I spoke with **** and apologized for the amount of time he's been trying to get his questions answered regarding his bill.  He notified me that his situation began when he ordered an internet package, but was given a higher priced one accidentally.  That has since been corrected, and we went over his billing and I advised him of promotions he had at different times and how they had ended, causing an increase in his rate.  To rectify the remaining issues and provide better service for ****, I changed his promotions to end at the same time, as well as crediting 2 late fees and a Past Due balance that had accrued while trying to resolve this.  **** was agreeable to these actions,  and I gave him an updated current balance, monthly rate, and promotional timeframe. 

10/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was promised a $150 Visa gift card back in June, I don't recall the exact day in June 2015, ifI kept their phone and Internet service contingent upon having the service for 3 months with on time payment. I have met those requirements and have not received my gift card. I called on 9/9/15 and got the run around after which I was told they would file a ticket and the resolution team would call me in 7-10 business days. I called back on 9/25/15 as I had not received a phone call as promised. I got the run around again for 45 minutes and then was told the ticket was never filed. I was then told she would file the ticket and expedite it so I would a call back. I still have not received a call back.

Desired Settlement: I want the $150 Visa gift card I was promised immediately.

Business Response: I spoke with ***** and apologized for the time spent trying to resolve this issue.  I advised him that an error on our part kept him from receiving the gift card mentioned, and offered him a credit for the same amount in lieu of the card.  ***** was agreeable to this idea, but he also wanted to make changes to the account as he wasn't using some services.  I offered to reduce his service level to better reflect what he actually uses and updated his pricing, as well as applying said credit.  We went over the new balance and monthly rate, as well as what he can expect from his next few bills.  ***** is satisfied with this resolution, and we consider this complaint closed.  Thank you.

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,

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




9/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told that the $50 installation fee was going to be waived and that there would be $0 down and nothing to pay at time of instillation. Then when the came to instal my cable they wanted $179. The $50 instillation fee that was waived plus first months bill. Getting the $50 back after a year is not waiving the fee and $179 to turn on the cable is not $0 that's twice they lied after running the lines in my building. Paying the bill before you use the service means you pay more and they get a free month of cash when you cancel service. If I pay before the month that means I pay 13 monthly bills in 12 months.

Desired Settlement: I want my service to be installed like I was told $0 down! And $89 a month like I was told.

Business Response:

Resolution:

I have called and left multiple messages for ******* to call me back. At this time I have not heard back from ******* so that I can discuss his issues and help get his services connected. So at this time we would consider this issue closed. I have mailed out a No Contact letter and have attached it to this responds.

Thank you

Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse


9/23/2015 Billing/Collection Issues
9/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I reside in an apartment building and am a current customer with Direct TV. In the beginning of August, Time Warner Cable came into the apartment building and installed cabinets that house all cable lines in the electrical room of the apartment building. During that day of installation, we lost our connection to Direct TV and in addition multiple Direct TV satellite dishes on the rear roof of the building were missing. I reached out to Direct TV and scheduled a technician to come find out the issue with our service. Upon the first visit from the technician, we found out that Time Warner Cable had locked the cabinets. I reached out to our leasing manager who then proceeded to contact Time Warner Cable to obtain a key to gain access into those cabinets so that the Direct TV Technician could start regaining us access to our service with Direct TV. The leasing manager called us back stating the Time Warner Cable refused to unlock the cabinets until Direct TV signed a waiver to access Time Warner Cables property (cabinets). Over the course of this month, I have reached out to both companies to try and resolve the dispute and regain my service with Direct TV. On August 20, 2015 I reached out to Time Warner Cables customer service and was told that a Time Warner Technician would be at the apartment building to unlock the cabinets so that a Direct TV technician could work on our cables on Saturday August 22. I was also told that I would receive a call from Time Warner Cable to confirm when he arrived. On Saturday August 22, 2015, the Time Warner Cable Technician did not call or show. This morning, I reached out to Time Warner Cable technical department, where I was given a run around on who's fault it was that my service was removed from my apartment building. I was informed that I should call Direct TV and have them call Time Warner Cable to resolve this issue due to in part claiming it was Direct TV's fault as well as the landlords of the apartment building not notifying tenants about Time Warner Cables install and not providing sufficient customer service to me.

Desired Settlement: Time Warner Cable to resolve any issues with Direct TV at the apartment building. Time Warner Cable to schedule an appointment with Direct TV to physically go to the apartment building and regain my service with Direct TV and any other Direct TV customers at the apartment building. Also a formal letter of apology from Time Warner Cable for the inconvenience and lack of reaction.

Business Response:

Resolution:

After multiple attempts and visits to the address from one of our Technical Supervisors, he was able gain access on 09/09/15 in the afternoon. He was able to remove the line from the lock box and is now accessible to *****'s service provider. ***** has been left a message that the work has been done and complete. At this time we would consider this issue closed.

Thank you

Jason  

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse


9/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: time warner cable keeps shutting off my service in witch only works half the time anyways with out notice was told to pay one amount to have it turned back on and when I do services still don't get turned back on because they end up wanting more money just paid $220 and am now being told to pay another $207 to have services restored and haven't even gotten a bill

Business Response:

After contacting ******** and leaving messages for her to contact me back.  ******** has not return my calls so at this this time we would have consider this case closed and I have mailed out a No Contact Letter and attached to this message too.


Thank you


Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse


9/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They said they would install service to my home. Now they say they can't, but have taken my phone number, cancelled my service I had with ******* and now I am without a phone and Internet. I also will probably be without Internet because ******* says their DSL line in my area is now full. I lost the ability to get services I need and have spent hours on the phone to not get return phone calls and overall horrible service from Time Warner.

Desired Settlement: Either fix what they caused or follow through on their promises.

Business Response:

Resolution:

Per our Construction Department,

They went out to the area and did a complete walk through of *******'s address  and found out that we need to build .6 of mile to get services to his house. An agent from the Construction Department talk to ******* and gave him their contact information and told him that they would be in contact with him to update him on the progress. At this time we would consider this issue closed.

 

Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse


9/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: for the last 2years i have been dealing with the problem of time warner billing my sisters cable account with my cahrges i have had service with rime warner durning the same time havent had any issu with my bills and now that i am going to have my services back on they are now saying that there was unreturned equipment that i never recieved.. i had called serval time about this matter advising them to look back to when my service was on at *** ********* and see if there was ever any internet service at the address i was told no so asked how could there be a modem if there was never even internet provided at this address... no one has been able to help reslove this problem every time i call...

Desired Settlement: that someone is able to finally get this ongoing problem resloved once and for all and to not just say they are reslove then in a few months the same type of issues arise

Business Response:

I called ******** and advised her that after I researched her accounts I was able to remove the internet modem from the account and that she would still need to take care of any previous balances from former accounts. ******** is happy with this resolution and we can consider this issue closed. 

 Thank you

 

 

Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse

 

8/29/2015 Billing/Collection Issues
8/25/2015 Problems with Product/Service
8/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Time Warner Cable charges 4.99 a month to "activate the wifi" on leased modems on their standard internet plan. Wifi is a function of the hardware and I was even told by the technician that I called that if I use my own hardware they will not charge for the wifi and I will have access to my wifi. If you do not pay the 4.99 monthly fee they run back round scripts that check to see if you try to enable wifi in your settings and then turn it off so that you can't use it. This is akin to leasing a car from someone but then having them tell you that you cant use the radio or air conditioning unless you pay additional fees. Home wifi is not a service that time warner cable "offers" it is a function of the hardware, or the router and is built in to nearly all of those types of devices. The fact that I can connect my own modem and router and have access to wifi without paying the fee means that Time Warner Cable is extorting their customers that don't know more about technology so that they can make extra money. Home wifi was not a charge until Time Warner Cable developed the software and technology they needed to interfere with the normal functioning of this type of hardware. They are extorting their customers and this type of practice should be illegal.

Desired Settlement: Time Warner Cable should not be allowed to charge consumers for "Home Wifi" when those customers are using standard router equipment leased or self provided. This is the practice of a greedy company that is taking advantage of its older or less technologically educated customers which is discrimination. They should not be allowed to amend their policy and practice to include self provided modems and routers because that would mean directly interfering with the function of someone else's personal property for the sole purpose of extorting money from them. I would like to see more protection for consumers from this type of extortion be considered by appropriate parties.

Business Response:

Talked to ******, explained to her that monthly rate for wireless services is $4.99 and that she has the option to use her own equipment. Also I did inform her that we do give our customers the option purchase there internet modems that would have the wireless services built in.  I did explain to her that this is a service that we offer to our customers and give them the choice to either use our wireless services or their own equipment. At this time we this is our final resolution and consider this issue closed.

 Thank you

 

     Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Time Warner Cable claims that Wifi is a service that they provide to their customers. This is not the case. The software that allows and manages wifi is created and distributed on the devices by the manufacturer and is owned by the company that created and maintains it. Time Warner Cable is claiming that they are providing the service that another company in fact provides. Furthermore they are intentionally disrupting the proper functioning of another companies software and then charging customers to re enable it. They are profiting off of other companies software without their permission and claiming that they are providing a service to their customers when in fact they are intentionally preventing the other companies software from working. I was informed by Jason that Time Warner Cable offers two different versions of their modems "one with wifi and one without". I was also told that if a customer purchases their own equipment Time Warner Cable will not prevent the proper functioning of the hardware. This further supports my claim that Time Warner Cable is intentionally and without permission altering the functionality of another companies software for their own profits. I believe, besides being morally wrong, that this most likely infringes on the copyrighted and protected software of those companies.
I asked Jason if I could speak with someone else within the company and was told that there was no one else I could possibly speak to. He then informed me that the issue was closed. I told him repeatedly that this issue was not resolved but was met with blunt denial of the fact. I informed him that I would continue to pursue this issue as I firmly believe that Time Warner Cable is extorting money from their customers and that this is an example of blatant corporate greed. Time Warner Cable is taking advantage of customers that don't understand that the software and hardware that enables wifi is created and maintained by the manufacturer of the product and is not, in fact, a Time Warner Cable service.
I request that the BBB help me to elevate and investigate this issue further. It is wrong that any company should take advantage of its customers in this manner. It is also wrong that Time Warner Cable would claim to provide a service that is provided by another company, and break said companies software in order to gain a profit.


Regards,

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




Business Response:

As I explained to ****** yesterday during our conversation we give our customers options to use either TIME WARNER CABLE equipment for the internet services or they can purchase their own equipment. Customers that do choose use TIME WARNER CABLE equipment for their internet services can choose to have TIME WARNER CABLE provide them with wireless services for a monthly fee or they can use their own wireless equipment that would be connected to TIME WARNER CABLE EQUIPMENT.. We do offer the two different style modems a wireless modem that has a built in router or a non-wireless modem these are the two options that we give to our customers as I explained this  to ******.   If the customer chooses to purchase their own internet modem that also provides them with wireless services TIME WARNER CABLE would NOT charge our customers a monthly fee for the equipment or wireless services. I have also checked with our technical department to confirm that we would never change the setting on the equipment that would change the software.  

So at this time this is the Final Resolution and the issue closed.

Thank you

 

Jason

Specialist, NE Escalations

Customer Care Operation

Time Warner Cable, Syracuse

8/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I moved from my residence, I cancelled my service with Time Warner. I was advised that I needed to return the modem and pay my final bill. My wife returned the modem the week after we moved. She was told by the customer service representative at Time Warner that they do not provide receipts for customers turning in equipment. So she left and we waited for our final bill and of course the sent the bill for the final balance of service and the bill for the unreturned (Returned) modem. We sent out the payment for the service the day the bill arrived. The following week, we received a letter from Enhanced Recovery Company (Collections) company stating that we owe for the service and the equipment. I have since paid Time Warner for the equipment and service.

Desired Settlement: I want Time Warner to refund me the $75 I paid for the modem my wife returned. I want Time Warner to call off their collection company Enhanced Recovery Company and ensure that no negative reports were made to my credit on their behalf.

Business Response:

Good Afternoon,

I spoke to Mr. ***** in regard to his complaint.  Prior to his complaint and per the notes from the agent  involved,  Mrs. ***** brought a modem to the office however, there were two modems to return.  She was advised that the phone modem may have been in the basement .  Mrs. ***** explained that the house was sold and  they no longer had access to the basement.   Being that the modem was issued in 2012 and the replacement cost is $75.00 we have resolved this issue by removing the modem to a lost status which will auto credit the account.  Mr. ***** has been advised that he should receive his refund within 4-6 weeks.

Thank you

Roxane

NE- Escalations

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,

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




8/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently moved to a new home. I proactively called time warner to have my service moved to the new address. I explicitly stated that I did not need any new equipment. The day after moving I was erroneously sent a cable modem despite clearly articulating to them that I did not need or want one. After nearly 30 minutes of their customer service rep not reading anything I typed in text chat, they're only solution is that I have to drive out of my way to one of their stores to return the equipment that I never asked for. The link he sent me for the store locator closed the chat window. The last time I went to the TWC store I had to wait in line for 40 minutes before being served. This is unacceptable. I should not have to spend an hour of my time, gas expense driving there, etc because of their error. I asked that they send me a postage paid usps mailing label but they were unwilling to comply. I need resolution other than being charged for equipment I asked NOT to receive or having to waste time and money going to their store.

Desired Settlement: TWC EITHER SEND SOMEONE TO MY HOUSE TO PICKUP JNWANTED EQUIPMENT OR SEND ME A POSTAGE PAID USPS LABEL.

Business Response:

I called ******** and apologized that he received the new modem after he told the customer care agent that he did not need a new modem. I did advised him that I was able to have an empty box mailed out to him so that he can return the new modem back to Time Warner Cable. ******** was happy with this resolution and this issue is now consider closed.

 

Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse

8/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently moved into a new apartment. At my old apartment I had the "standard TV" package. When I set up the installation appointment, which was 7/31, I specifically requested that I remain with that same package. I looked at my monthly statement online last night and was puzzled when I saw I had been upgraded to "Preferred TV" which is $49.99 with the promotional price. Well I called TWC today to correct the mistake and was told that if I downgraded to the "Standard TV" I was actually going to pay more because they couldn't give me the promotional price anymore. The promotional price for the "standard TV" is $39.99. What they did do was remove some premium channels(which I was going to do anyway) and lower the rate on the cable box so that the monthly bill would be $44 and change which I appreciate but it's still not what I asked for. Keep in mind, that is still $5 more than I should rightfully be paying. I'm baffled because I asked the rep on the phone why I can't get the promo rate on the "standard TV". She said because I am no longer a new customer. So because someone else screwed up and upgraded me without permission, I have to pay for that mistake.

Business Response:

Good Afternoon,

I spoke to Mr. ****** in regard to his complaint.  I corrected his account to reflect the promotion he saw online for standard TV for $39.99. Because the converter is not part of the promotion a free box promotion was also applied for 12 months.  The customers new rate is $59.98 plus tax ($62.61) .  The customer should be all set.

Thank you

Roxane

NE - ESCALATIONS

 

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,

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




8/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/27/15 service was turned off at my residence. I got another service provider for TV I wanted to continue internet since they are the ONLY internet provider in the area, the monopoly. I asked what my balance was at the time and paid my amount. They said once I paid it reactivated my services, which I cancelled all but Internet. Their receivers were not even plugged in because I had new service with a new provider. They said that I could turn in my receivers when I could since I was having vehicle issues and that their was no activity on the receivers and I wouldn't be charged. They continued to charge me for cable and Internet (I agreed to continue Internet because I have no other option). Now I have to pay after they told me I didn't and I wasn't even using their service.

Desired Settlement: I would like my bill adjusted for the time I was not using any cable and to only be charged for the Internet which I agreed to be billed for. I would like to continue Internet service but not if this overcharge is not corrected.

Business Response:

Good Morning,

I spoke to Ms. ********* in regard to her complaint.  Ms. ********* explained that she requested on several occasions that she only wanted internet services (as she has dish since May 2015).  After reveiwing her account and payments a credit of $231.49 was given for the overbilling of cable service from May unitl Sept. 9, 2015.  Also a credit of $128.69 was given for her inconvenience in regard to the communications issues relaying her downgrade request to the appropriate agents.   The total credit brings her account to a -0- (zero) balance until she receives her September bill (9/10-10/9/15).  At that time her bill will reflect the rate of $51.46.  Ms. ********* has my direct number for any future concerns regarding this complaint. 

Thank you

Roxane

NE-Escalations

8/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I think it is wrong for Time Warner to lock my address. I told them I never lived at those address my sister told my Socail Securtiy number and got service at those address. They told me to take her small claim court for me to get any time of service they what me to pay.$300.00 plus the service I what. I live on a fix income.

Desired Settlement: They should on lock my address.

Consumer Response:

It mean I can't get internet service from no one they lock address out. which comes up not service at this address. They block it from every one

Business Response:

Good Afternoon,

I spoke to ***** in regard to his complaint.  I explained that it is TWC policy to withhold service for prior debt reasons. ***** acknowledges that someone frauded him by using his social security number at different addresses.  In order to get this matter cleared up ***** would need to contact the police department to prosecute this person and to also fill out the  identity theft paperwork attached.    I have also given ***** the phone number to our security department which will also relay this process to him. 

Thank you

Roxane

NE -Escalations

8/12/2015 Problems with Product/Service
8/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I recently moved and needed to cancel my services with Time Warner Cable as our new place already has existing service through another company so we no longer needed it. I called to speak with a representative about cancelling my services and was told I need to pay my existing balance to disconnect the service and was ok with this, I asked them if it were possible to have it disconnected so I can not get charged anymore while im paying the rest of my due balance and they hung up on me (I then paid my past due balance, minus the start of the next billing cycle as I was no longer using the equipment) , I then called a second time and spoke to a completely different person all over again recapping my issue with them and they put me on hold for several minutes just to again hang up on me. So As my frustration started to build I called for a third time and asked to speak to a supervisor to be hung up on after I was asked why I needed to and replied again simply with I would like to speak to a supervisor. So I had my significant other call at this point and he demanded to speak to a supervisor again and was asked by an agent "What is your reason for wanting to speak to a supervisor I'd be glad to help you" and he said "No I do not want to speak to you I would like to speak to a supervisor" then he was put on hold yet again to finally get a supervisor on the line. He told her what had transpired between myself and the other multiple calls and advised the woman that he is very disappointed in their customer service and would like to have this simple problem resolved before we need to take action and file a claim here. She spoke with me after that briefly to come to a random conclusion that only one person can make changes to my account with them, I was never told this information before and never gave any permissions to have 1 person be in charge of this and am still highly confused about this. So the supervisor gave me the extension for this person and she was not in her office after all of this. I am absolutely offended by their lack of customer service and problem solving skills at this time. I would like for them to disconnect my account now with no issues, I moved before the start of this new months billing cycle as well and at this point would be highly appreciative if they can not charge me for it since I was not using the equipment at all and Ive had to go through all of this unacceptable stress over such a simple matter. I already paid my past due balance as well to get the termination of my services started as stated above.

Desired Settlement: I would like Time Warner Cable to not charge me the One Hundred and Twenty-three dollars and some change for the start of this months billing cycle as I was not using the equipment due to moving, paid my past due balance, and also had to go through an insane amount of grief over even trying to cancel my services. I've been a customer for about 3 years now and do not believe I deserve this treatment.

Business Response:

I called ****** and closed the account as of 07/23/15, advise her of the final billing balance and that she needs to return the equipment to the local Time Warner Cable Store to avoid any additional charges.  ****** is all set with this resolution. This issue is now consider closed.

 

Thank you

 

Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse

8/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called and requested the account be permanently closed. Time Warner failed to honor this request. I called again when I received a Bill. Again requested account be closed on the date previously requested. Again, I was ignored and the account still remains ipen. On top of that twc has placed a negative report on my credit. This needs to be fixed.

Desired Settlement: Account closed from the original requested date. Billing corrected to represent original closing date. Items removed from all credit reports.

Business Response:

Good Afternoon,

Mr. ********'s account had a balance of $26.63 which has been credited off to a zero balance.  I sent him an email explaining this transaction and also that his account was not reported to an outside credit agency.  So there was not any credit scoring activity on TWC 's part.   However, Mr. ******** may have received a letter from an internal credit agency who simply lets the customer know that their account is disconnected and the balance owed. 

TWC apologizes for any inconvenience this may have caused.

 

Thank you

Roxane

NE Escalations

 

 

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.  

However, there was a collection placed on my credit report.
It has been removed.  TWC shouldn't be so quick to place people in collections.

Regards,

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




8/6/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I pay for 50 MBPs by 5 MBPs Ultimate Internet. I constantly need to call for support for my internet. My internet works but sometimes its slower and sometimes it is what I pay for and recently it is bit faster than what I pay for. Now yesterday and today it cuts in and out and my internet isn't what I pay for. I cant wait until Verizon FIOS comes to our area. I bought my own cable modem everytime I call they tell me its a bad modem. I know its not cuz I just got it a few months ago. I am so upset as I repair computers from my parents house and I cant fix them without having internet on most repairs. If it wasn't for the fastest internet in my area I would of switched like yesterday. I am getting just a run around. I realize they are upgrading the services to faster and better internet, but even my home phone did the same issue today. It seams like there is a line issue but I am getting fed up with this as its every month I call in. I have a lead tech contact number and will be calling him in the AM to ask him for help. This is why I switched my TV Services to Directv and I don't have any issues with them.

Desired Settlement: I want a billing credit and it fixed.

Business Response:

Our Tier 3 agents have tried to reach out to ****** and address his concerns with his internet connections.  ****** did call in and speak to one our customer care agents who scheduled a service call for him for a technician to go out on  08/02/15. On  08/02/15 our Technician did go out to Andrews house and there was no answer at the door. But while they was there the technician did go up to the TAP at the pole and found no problems. Our Tier 3 agents will try to reach out again to help resolve ****** issues and address his concerns. But at this time this issue is considered closed.

 

 

Jason

Specialist, NE Escalations

Customer Care Operations

Time Warner Cable, Syracuse

 

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. 

My services are restored fully as of Saturday, August 1, 2015. It was after an area wide outage. It only took over 10 days to get it fixed with rude over seas call centers and only 1 tech visit. Besides Sunday I had a tech visit but I had to work late. The lead tech came out today to check things and was working 100%.

Regards,

****** *****




8/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After numerous customer service calls and attempts to disconnect/cancel service with Time Warner after moving, I am still receiving bills from an address I have not lived at in over three months. Time Warner has been called over three times and always assures me that the account will be cancelled and there is nothing to worry about. Then, I receive another bill with an accruing balance for an address I do not even live at anymore.

Desired Settlement: I need these charges to be COMPLETELY wiped and the account to be FULLY CANCELLED. I do not want my name tied to this address any further, and I do not want to receive any more statements showing charges for a service I am not using at all. This needs to be resolved BEFORE the account is put into collections and damages my credit report.

Business Response:

Good Afternoon,

I spoke to Mr. ******** today in regard to his complaint.  He requested his service to be disconnected in May. His account billing was stopped on 7/22/15.  A manual credit  was given today in the amount of $195.98 for 5/22-7/21/15.  Mr. ******** will receive a refund in the amount of $100.64 which will be processed within 4-6 weeks.  Mr. ******** has my direct number should he have any future concerns with this complaint.

Thank you

Roxane

NE Escalations

7/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was on a phone call so this has to be forwarded to someone else. There are records of the phone call I made approximately a month ago. I tried to ask about my bill and the representative beat around the bush instead of answering my question. After several minutes of waiting and getting no answer I hung up. I realized he vindictively disconnected my internet from his computer. I didn't want to jump to such a conclusion that he actually maliciously disconnect my internet so left it alone for a while. It was still out by the end of the day and I could no longer go without internet. I am a graduate student it is no joke to not have internet. I tried to figure it out myself and shut down and reboot the router but had to call again to TWC customer service and another rep confirmed it was disconnected by the other rep. I was in shock. She credited my account a whole dollar. Extremely disappointed. I'm seriously considering another cable/internet option provider now I'm so disappointed something like that was so easy for a typical rep to get away with. That person should be penalized for the immature disrespectful and malicious behavior. Very unprofessional.

Desired Settlement: I think at least a month of service free of charge is the least the company can do for the inconvenience and frustration I now feel towards TWC as a cable/internet provider.

Business Response:

Good Afternoon,

I have been unable to reach Ms. **** by telephone in regard to her complaint.  Mrs. ****'s account was not diliberately disconnected but the problem was do to a  modem service issue and the agent repovisioned the modem to correct the issue.  Per our diagnostics her modem was offline on 6/19/15.  TWC has compensated Ms. **** for that date when she was out of service.   Since that time her modem has been online and working so no further credit is owed.

Thank you

Roxane

NE -Escalations Team

 

7/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Antagonizing customer service representatives (through little fault of their own) due to reprehensible business policies. 1. I was paying $49.99 for turbo internet, was informed on the phone when I called to clarify my credit card number that it was now $59.99 - I was told that it showed in their system that a notice had been sent out on July 2nd informing me of this increase - no such email exists in my account. I asked them to resend that email and was told it was not possible. 2. I asked for an explanation for the increase and discrepancy with the online price listed. I received a discourteous answer: promotional prices are good for one year and they increase for everyone. Moreover, I should be so lucky that it only went to $59.99 and not the full retail price of $75. 3. They took this opportunity to offer a promotion for "Extreme" internet option with higher speeds for $54.99, I asked if I could continue to pay $49.99 for Turbo, but was told repeatedly that not an option. Moreover, when I asked if I could downgrade and get Standard internet for $34.99, that was also not an option - I would only get $10 off what I pay currently. 4. NO WHERE on the website do they publish retail prices or what the cost will be after the promotional price - upon inquiring, I was told "no one does that, why would we?" So my options were: upgrade to Extreme and pay 5 dollars less (so that next year I pay much higher retail prices), continue with Turbo and pay 10 dollars more, or pay $49.99 for Standard internet. The truly disgusting point of this conversation was being asked more than once "you really can't afford $5 more a month?" not taking into account the higher prices I would have to pay the following year. Naturally, they could not tell me what that price may be next year. They were nice enough to offer Extreme internet for 6 months at $49.99 which will go up to $54.99 for the remaining 6 months. TWC has no competitors as I have no option to use any other provider in my building, of which they are fully aware.

Desired Settlement: CLEARLY STATED, EASILY VISIBLE ON THEIR WEBSITE: PRICE INCREASES AFTER YEARLY PROMOTION ENDS AND THE FULL RETAIL PRICE OF THEIR PRODUCTS. I would like some accountability from their end - why was it not possible to send out the email on July 2nd informing me of the price hike - unless no such email existed? Quit the bullying tactics from customer service reps. From this time forward, I would like to pay one flat AGREED PRICE for a service and require signing a new contract if the price goes up.

Business Response:

Good Afternoon,

I spoke to Mrs. ********* in regard to complaint.  I apologized for the misinformation she received from our vendors in regard to her promotion,  I was able to apply a free extreme internet add on promotion for 12 months which will make her bill $34.99 for the next 12 months.  Mrs. ********* is aware that the promotion will change at that time.  I have also resent her a copy of her June bill which shows the current 2015 price list for TWC and alacarte pricing.  This complaint has been closed.

Thank you

Roxane

NE -Escalations Team

7/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently got cable and internet with Time warner. I had the service almost a month when time warner showed up at my house unanounced to turn my service off and collect the equipment. My first bill wasnt due until 7/18. When i called customer service they told me ilthey turned it off because my ex girlfriend was an authorized user on my account but she had a past bill that was effecting my account. I told them we are no longer together and I dont wont her to be an authorized user anymore. They then said I cant do anything about it but pay her bill and then i would have to pay a reinstallment fee. This made no sense to me because they didnt mention this when they suggested she be an authorized user. I dont want her bill on my account but they are sticking me with it anyways.

Desired Settlement: I would like my service turned back on

Business Response:

Good Afternoon,

TWC Risk Management department handled this complaint for Mr. ******** .  Below is their resolution.   Thank you

RISK MANAGEMENT SUPERVISOR CALLBCK***

RECVD BBB COMPLAINT...SPOKE WITH ******

******** REGARDING TWC ROOMMATE POLICY.

HE THOUGHT THAT HIS GIRLFRIENDS DEBT WAS

UNDER HIS NAME. I ADVISED HIM THAT HER

DEBT MUST BE PAID IN ORDER TO RESTORE

SERVICE...HE SAID HE UNDERSTOOD BUT WILL

NOT BE PAYING HER DEBT. I TOLD HIM THAT

A refund check will be processed in 2-4

weeks for his credit on his

account...hlj

 

 

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved to a new address in March, 2015 and have had weekly problems with intermittent Internet service. I have called numerous times, have been told many different things, but I still have the problem. I pay a monthly charge to have fast service, but I have continual disruptions of my service daily.

Desired Settlement: I would like to have the problem fixed.

Business Response:

Good Afternoon,

This complaint was handled by our technical operations group.  Below is their resolution .  I will also contact Mrs. ***** tomorrow to issue credit.   Thank you

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

 

I met with Mrs. ***** about her issues with wireless. I made sure I tested the signal feeding the house and the modem. Signal levels were ok. I did find out from my line tech that there was an issue with the return transmitter on node MH247, which is the node Mrs. ***** is on. The bad transmitter  was causing customer’s on this node to lose HSO service.  This was replaced and fix on Wednesday according to him. I also swapped  her modem while I was there. Mrs. ***** stated that her internet speeds seemed to be a lot quicker with the new modem. I left Mrs. ***** my card with the office number just in case she continues to have any issues.

 

Thank you

 

Miguel A C*****

Lead Technician Zone 4

WNY Division-Rochester

###-###-####

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


My service is definitely better although I am still experiencing minor issues.  I am waiting to hear back from the office.  After my complaint, someone called from the office and said they would adjust 

my bill for the problems and give me a better monthly rate.  I am waiting for them to get back to me. 
Regards,

****** *****




Business Response:

I spoke to Mrs. ***** in regard to her rejection .  I explained that her account was given 3+ months of credit for the internet problem in the amount of $201.42.  A new promo for her cable service was also given to bring her current monthly rate to $175.39.  This leaves her a credit balance of $33.73 towards her next month's statement.  Mrs. ***** also has the technical supervisors direct phone number to contact when she is experiencing another service issue.

 

Thank you

NE- Escalations

 

7/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ****** offers Time Warner Cable internet 15 megs for 26.99, but for 3 times I've gotten 3 different answers of why I cannot receive there offer, I also read the term conditions and still couldn't see why I am ineligible. If a reseller can offer Time Warner Cable internet. then Time Warner itself should be able to match that price. I believe in equal opportunity for all, and Time Warner Internet at 15 megs should be given to me at the lower price. You may find the price at http://order.phonetvinternetoffers.com/CompareOffers/ and enter my address.

Desired Settlement: 15 Mbps of Internet of 26.99 for a year.

Business Response:

Good Afternoon,

I spoke to Mr. ******* in regard to his complaint.  I explained that TWC does not have an offer for existing customers for STANDARD Internet at $26.99.  Mr. ******* currently has internet for $34.99 which consists of STANDARD internet and EXTREME speed free for 12 months.   I have also confirmed that today the best online offer available for a new customer is also $34.99 for Standard internet.  I am not sure how Mr. ******* searched the web and obtained this website for ******.   I have advised Mr. ******* to go to the Time Warner official website to review any current offers that are available to new or current customers at www.timewarnercable.com .   This issue has been closed.

Thank you

Roxane

NE-Escalations

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,

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




6/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my TV service with Time Warner Cable in September of 2014. I returned the equipment after they sent me a box. I was told by FEDEX that I could leave it for them to pick up between my doors because the Time Warner store was not opened past 5 pm and I work until 5 pm. I continued my internet service with Time Warner until April of 2015. I relocated to Florida in late April and received my final bill in the mail today for $471.50. I only owe them $46.50 for internet service and the remainder of the bill $425.00 is for not returning my TV equipment. I called them after work today and I told them I returned the equipment in September and they said they have no record of getting it back. So for eight months I have received monthly bills for internet and they have never notified me until now that they are not showing the return of equipment from September. Are they serious? I asked them what if I kept internet for 2 years? They said they don't bill for equipment until ALL of the services are cancelled. I told them this is not my issue and they should have notified me when they did not receive it back; or they should have billed me for it then so I knew that they did not receive it and I could check on it. Now they expect me to go back eight months and recreate the wheel and I don't think this is being handled professionally and I feel that I should not be responsible eight months later. This is ridiculous; I do not have the time to do this and I am now in Florida.

Desired Settlement: This equipment charge of $425.00 should be null and void. If I would have been notified earlier it could have been handled but not eight months after the fact.

Business Response:

Mrs. ******** was contacted in regard to her complaint.  Our agent asked Mrs. ********'s how her  internet modem was returned and she stated that she had one of her friends return that piece of equipment.

As for the Cable boxes she stated she put them in the returned boxes that she received from Time Warner Cable and called FEDEX to have them picked up. However, Mrs. ******** does not have a receipt from FEDEX and is refusing to call FEDEX to see if they can track the packages. At this time TWC shows the equipment is still unreturned.

 We explained to her  that if she thought the boxes were stolen rom her front door,  she would need to contact the police department to file a report.  Mrs. ********  refused  to call the police department to report  them as stolen.

Our agent did make her aware that she is responsible for the equipment and without a receipt we have nothing to research.  Mrs. ******** stated  to the agent that it was fine if she is sent to collections for the unreturned equipment.  She stated she was only upset that on the bottom of the her collection notice it stated that people on public assistance or if a person has a student loan they may be exempt to  pay back the debt (TWC has no confirm knowledge of this statement).  Mrs. ******** ended by  saying that she is done with this matter and then hung up on the agent.

This issue has been closed.

Thank you

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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


First of all, if they asked me to get a receipt or a police report a month to two months after the equipment was returned I would have been more than happy to accommodate this request but we are talking about nine to ten months after the fact!  I'm in Florida now and I would feel like an idiot calling the West Seneca police about this now.  Plus haven't they wasted enough of my time already?  I have spent hours on the phone with these people and maybe they need to review and update their billing policies and procedures so they can actually keep track of their inventory.  There is no reason why a business would not check to make sure that their inventory is returned in a promptly manner.  It's unbelievable to me.  I have worked as an Accountant for the last 40 years and when a customer discontinues service the first thing of importance is getting your inventory returned.

I did receive a letter from a collection agency and I was extremely mad because at the bottom of the letter it stated that if you are on public assistance you would not have to pay this bill.  It also stated that if you have student loans that you are also exempt.  Well as a matter of fact I do - a $56,000 student loan however I have never been on public assistance of any kind; although my taxes have certainly provided for it for many years.

I am upset - this entire situation is asinine.  I think this is the worst customer service that I have ever run into.  I'm 60 years old; I did not steal the equipment; I would not know what to do with it.  The only reason I had someone return the modem was because I needed the internet up to the last day that I was in West Seneca and I told them that but I see they left that detail out.

I am done with Time Warner cable.  They need to get their act together and stop harassing me about this.  I did what I was suppose to do and I'm not wasting any more of my precious time on this.  This is now their problem; not mine.

Thank you,

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

6/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were TW customers with the most basic package at about $96/month. - telephone, Road Runner Lite Internet and basic cable. On May 10, 2015, we lost all our service - no telephone, no Internet - and when we called, we were told TW would not be able to send anyone out until that Thursday (nothing else was going on at the time, and I actually saw a TW truck in our neighborhood the day before our scheduled visit). When the men came to fix the cable, they apparently told my husband that we could get some kind of upgrade at no additional cost - so he said OK, go ahead and arrange that. Then about two weeks later, we got a bill for $386! I immediately called TW and spoke with a rep "******" who, after a lot of conversation and my explaining what I knew, said she had spoken with her supervisor and would take care of it and get back to me - so - two weeks later - no ******, no bill, nothing! I called TW today (June 15) - since our bill is due June 20 - and when I spoke with a man (didn't catch the name, darn it!) he said they had adjusted our bill so we would be paying $120 a month for the "package" - I said I DID NOT want anything at all that was going to cost us more money - if the work crew messed up, then fine, but if you say "no extra cost" it should be that. So, he told me that he could not change the bill - that I would have to speak to ANOTHER person to cancel the account (that I never agreed to in the first place!) - I get transferred and she tries to sell me a "package" for $110! I said NO - what part of NO don't these people understand?!!! Now I am on hold (AGAIN) listening to horrid music and getting angrier by the minute - I am NOT paying anything beyond what I pay monthly before all this - and I had asked the man on the line about why I wasn't getting a refund for my 5 lost days of service (I need access to phone and Internet for my livelihood) - he said he would credit my account for the lost days - we'll see.... Still on hold, waiting.....WAIT - I was just informed that I cannot get the service I had at the rate I had it - IT WILL NOW COST ME $141 TO GET WHAT I HAD FOR $96!!!!!! What kind of game is this?!!!! My next contact will be to the State Attorney General's office...

Desired Settlement: I want a refund for my lost days; I do not want to pay for any extra services that were part of some "package" I did not want if needed to pay for - AND I WANT THE SERVICE I HAD AT THE RATE I HAD IT BEFORE ALL THIS NONSENSE.

Business Response:

Good Afternoon,

In regard to Mrs. *******'s complaint, her account was lowered to the rate of  $93.47 before taxes ($99.26 with tax).   However, after I left a message for Mrs. ******* informing her of this she left me a voice mail message stating she did not want to discuss this anymore and that the package was supposed to be $94.00 total. Unfortunately at this time her account is on the lowest rate available so a lump sum credit of $60.00 was given for the difference in the promotional price. 

Thank you

Roxane

TWC-NE Escalations

Operations

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The Time Warner Office that contacted me did not adequately explain to me the plan that she was offering to me, nor did she care to listen to what I had to say about wanting to simply restore my previous service plan - as if we had never made a change. If that were to be the case, we would be paying basic fees of:

    Home Phone State           $29.99
    Lite Internet                      $33.99
    Starter TV                           $14.99
    Internet modem lease       $  8.00
Total before taxes and fees  $86.97
(taxes and fees usually around $9 or 10/month)

I do not know what the difference is between this plan and the other one she was offering (not made clear) - and, I resent that I am told that the plan I had - until they changed it without accurately explaining it - is now not available.

I think this "plan availability" is an arbitrary practice and probably not exactly ethical - for example, I see commercials on TV that clim you can get a TW TV plan for as little as $14.99 a month - so why can't I? And, there are $75 a month packages like mine (TV, Internet and phone) for small businesses - I told them that I need the phone and Internet for my independent work - something that was negatively impacted when I lost those services for 5 days due to TW inability to get a service person out before that to fix it - why was I not offered that package?

I just feel as if these plans are thrown out to people in an indiscriminate manner - and the customer service is arrogant, unapologetic and not at all satisfactory. I want my original plan restored or I want someone to come to my house and show me what plans are available in that range.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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




Business Response:

FINAL RESPONSE:

As stated previous in regard to Ms. *******'s complaint,  her account was lowered to the rate of  $93.47 before taxes ($99.26 with tax).  A message was left for Mrs. ******* informing her of this, she returned the call leaving a voice mail message stating she did not want to discuss this anymore and that the package was supposed to be $94.00 total. Unfortunately at this time her account is on the lowest rate available. TWC apologizes for the inconvenience and  Ms. *******'s account was given a lump sum credit of $60.00 for the difference in the promotional price from $94.00 to $99.26.

Thank you

6/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My service has broken multiple times this week. They seem to be unable to fix it no matter how many times I contact support (multiple contacts online through their chat). The also seem to be only willing to credit me for my broken service if I contact them after it comes back up so they can "determine" how much to credit me. Which means I need to continue to call them and wait on hold again to get credit for their broken service.

Desired Settlement: I would like them to automatically credit me for outages. When I call their 800 number they know that I am having an outage. Why should I have to waste more of my time to not pay for the broken service?

Business Response: Good Morning , 

TWC has made several attempts to contact the customer by telephone but have been unsuccessful.  Therefore a "no contact" letter has been sent.  In regard to their complaint there hasn't been any "trouble call" work orders on her account since 9/1/13.  Our records show that no calls logged to our office since 1/27/15. After checking diagnostics at our location we are showing that the service levels at the home are good.  We are showing an issue with the equipment which looks like the unit may be hooked up incorrectly or unhooked at this time.   I have left a mess for the customer to double check this and if this does not resolve the issue he should contact us for a tech service call to be set up.  

Thank you
Roxane
TWC- NE Escalations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have received two phone calls from a TWC employee.  Both times I have called the number back several times (without any answer) and left multiple messages none of which were returned.  I have attempted to explain to them that although my service is now functional again I would like to be compensated (or rather not pay) for the several days that there were multiple "outages".  Multiple attempts were made to contact TWC via phone and chat to get compensated for that.  All I was told was that I would have to call back again when the service was working.  Thus far this month I have had approximately 3 to 4 days with poor to non-functional service.

Regards,

**** *****




Business Response:

FINAL RESPONSE:

I spoke to Mr. ***** in regard to his complaint. Mr. *****'s complaint was in regard to unplanned area outages and being compensated for them.   A credit of 7 days was given in the amount of $20.63.  Mr. ***** is all set.

Thank you

Roxane

NE -Escalations Team

6/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our internet bill recently increased from 34.99 to 44.99 without any prior notifications. We contacted TWC couple of times and every time they told us that "you" should have known this from the very beginning that this was a promotion and will end after a year. Fine. So, what is the real price of our service? Well, no one was able to tell me. Apparently, it is no where to be found and when we complained we were told that 44.99 is still a promotion and the actual price is way above what you are paying. Every time we contact TWC, we are greeted with people who are not trying to solve the problem or explain it but people who are trying to sell us bundles that we don't need and try to convince us to pay for them.

Desired Settlement: We would like our bill to be adjusted to what TWC advertised at the time we started our service.

Business Response:

Good Morning,

I spoke to ***** in regard to his complaint.  I explained that he was on a promotional rate for $34.99 which went up to $44.99.  I also explained that the regular rate is $57.99. 

However, TWC has extending him the $34.99 for another 12 months effective from 6/17/15.  He is aware that the promotional rate will go up next June 2016. 

Thank you

******

TWC-NE Escalations

Operations

 

6/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 30th, 2015, my husband and I decided to upgrade our internet to Ultimate and downgrade to basic cable. We were quoted $90 for basic cable, ultimate internet, and a landline phone. This order didn't go through and when my husband called time warner back he was told that it was some promotion that had ended that it would be $120 for all three services so we agreed to that. Our next bill after that included a $30 upgrading fee for our internet that made our bill $150 (I'm not sure if they told my husband about this fee). I personally called time warner May 26th to cancel my cable and landline phone because even $120 was getting too expensive for cable and a landline phone we don't use and for "ultimate" internet which is decent at best. The customer service rep I spoke to on the phone seemed sympathetic, agreed that $120 was too much for all three services and told me that he would change my bill to $90 and give me a $80 credit on my next bill which was to be collected June 11th, 2015 so that I would only pay $11 for that bill and then $90 every month after that. When I checked my bank June 12th, 2015 I noticed that $125 was taken out from time warner on June 11th instead of $11 like they had originally told me.

Desired Settlement: I was charged $125 for this last bill when they told me it would be $11 so I would like to be refunded for the difference. I would also like some kind of guarantee that I am going to be charged only $90 from now on like I was promised.

Business Response:

Good Afternoon,

I spoke to Mrs. ****** in regard to her complaint.  I explained that currently there is a $80.06 credit towards her July statement due to her bill was printed on May 21, 2015 and the full payment of $124.69 was pulled on June 11, 2015.  Mrs. ****** did not make the changes until after the May 21, 2015 bill was printed.  Therefore, on the July due date a payment of  $11.42 will be pulled from Mrs. ******'s bank account for the balance owed for her July statement.  Her August statement which will print on July 21, 2015 will reflect the monthly rate of $91.48.   TWC apologizes for any inconvenience this may have caused.  At this time her complaint has been closed. 

Thank you

Roxane

TWC- NE Esclations Team

6/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently, my computer system died. I took all of the components, including my Time Warner leased modem, to Best Buy for recycling. I discovered too late that I had discarded the modem. I purchased my own modem and called Time Warner Billing Office (****) to make restitution. The modem was 7 years old and cost $75 originally. **** informed me that I would be billed $75 for the missing modem. For the last 4 years, I have leased this modem for $4+ per month ... a total of $192 in leasing fees. All items, according to IRS tax rules, have a depreciation schedule ... say 10 years for a modem. This would imply that the modem is only worth( 3/10) * $75 = $22.50 at this point in its lifetime. This is totally unfair to me ... especially considering that they have already received $192 in lease fees over the last 4 years. I'm am appealing this arbitrary decision on Time Warners part and desire a lower settlement.

Desired Settlement: **** informs me that I will be billed $75 in the July billing period. Please resolve this beforehand. Thank you.

Business Response:

Good Morning,

In regard to Mr. ***'s complaint I have removed the TWC modem #************ ( that was lost) from the account.  As a one time courtesy, Mr. ***'s account will be waived the $75.00 unreturned equipment fee for the modem.  However,  Mr.  *** does also have a cable converter box ( *********) which is the property of TWC and will need to be returned to our office if he should  downgrade or disconnect his cable service. 

Thank you

******

TWC-Escalations Team

 

6/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently spoke with a rep who credited my account because of errors that was made on my bill when I upgraded. I was credited back the up grade fee as will as the disconnect fee because my service was interrupted when it was not suppose to be. I was told I would be credited and my bill was 500.67 and past due balance was 127.61. I received a past due notice for the amount of 173.53 and a new balance of 555.09. I spoke to a rep again whom avoided telling me what the amount my arrangements were made for as well telling me there must of been a glitch in the system when the arrangements were made. Then he goes to tell me that my account was credited on 4/18 /15 which I did see for the upgrade fee but was charged the same fee again on 4/24/15. There was no glitch because I have the transcript from my chat session that I had with the rep on 5/22/15 when she credited my account an made my payment arrangement. Also the transcript from the chat with him. I feel i am being over charged and know one can tell me where these extra charges are coming from. As well as being credited a fee then charged the same fee 6 days later.

Desired Settlement: For my bill to be adjusted with the correct amount and to show the correct balance.

Business Response:

Good Afternoon,

I spoke to Ms. ***** today in regard to her complaint.  I explained that I waived the late fee of $8.50.  Also the install fee of $39.99 was already credited to her account on 4/18/15.  Ms. ***** is aware of her new balance as of today for $373.06, which includes her payment of $173.53 that she paid today.  I apologized on behalf of TWC,  that the previous agent miscommunicated the wrong amount to pay.  Ms. ***** is all set at this time.

 

Thank you

******

TWC-Escalations Team

 

6/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i made my payment at ******* on friday june 5 2015 and today i am told that they are going to cancel my services because i made the payment at a third party when i was told that i co0uld make my payment then. ***** in billing was extremly rude to me and refused to let me speak to a supervisor

Desired Settlement: i want them to take action make sure peoples accounts do not get turned off if they have the receipt information available to give the representative.

Business Response:

Good Morning,

I spoke to Ms. ******* to let her now her payment from ******* was pending in the amount of $145.00 which she paid on Friday 6/8/15.  While explaining that "*******" is not an authorized payment center for Time Warner Cable she hung up the phone on me.  

******* is acting as a third party vendor who takes payments and processes them for a fee.   (see below from their website) Depending on how much the customer paid the payment can take up to 3 business days to reach Time Warner Cable's billing system.

Benefits

  • It's convenient. Pay your bills when you shop at your local ******* store
  • It's secure. Your payment is sent via MoneyGram or CheckFreePay, both well-known and trusted partners in money services

Options and price

  • Standard (Delivered in 3 business days)Fee: $1.00
  • Next Day (Delivered next business day*) Fee: $1.50
  • Express Payments (Payment notification arrives in 10 minutes) Fees start at $3.95
  • Money Order Fee: $0.70

Thank you

******

TWC-Escalations Team

6/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on May 1rst 2015 at about 6:15 we were not home the only person that was home was my 16 year old daughter she was in the bathtub a collection person from time warner cable showed up at my home and when my daughter did not answer the door because of being in the tub he entered the house my one dog started barking at him so he went back outside my daughter then threw a robe on to see what the dog was going nuts about and saw the man at the door . She then told the Man that she was the only one home and her parents were gone the man demanded her parents cell phone number and she gave him my wifes cell number he then called demanding money now my wife told him she was not home now and she would take care of it in the morning . he said no money now or im going into your house and taking all the equipment out . my wife again said she was not home and he could not enter the house that her daughter is under age he replied that he could care less and he was going in the house as he was already in there i was driving down transit rd at the time and i pulled over and told him i WANTED HIS MANAGER NOW AS HE WAS ALSO DISTRACTING MY DRIVING WITH THIS HE WOULD NOT GIVE ME A MANAGER . he never did pick up the equipment because my daughter locked the door . But that still does not excuse the fact he entered hmy house when my 16 year old daughter was in the tub and if the dog didnt scare hime god only knows what he would have done. I have called time warner three time and they keep telling me a manager will call back since may 2nd that still has not happened .

Desired Settlement: The man who walked into my house needs to be fired and I want at least a appolagy from time warner if not some money off my bill

Business Response:

Good Morning,

This complaint is being handled directly with the TWC's Technical Operations Group.   *** ******** from ******* (Vendor who handles NP disconnects) did speak to the customer,  ***** ****** regarding this matter.  Below are the *******'s findings:

Customer Conversation

Customer states that the tech entered the house without permission.  When the daughter made it to the door, the tech was on the porch and no longer in the house.  No one saw him in the house.  The tech then called the customer directly and tried to get a payment.  The customer states that he was rude and threatened to go in to the house for the equipment even if they were not home.  This claim cannot be substantiated.  I asked the customer about the other two phone numbers on the account.  I told him I made several attempts to call and was either hung up on or left a voicemail.  He stated that they rarely use those other phones. 

 

Tech Statement

Technician asked to talk to the account holder and asked for the customer.  When the person stated the customer was not home, he asked for a good phone number.  The daughter gave the customer’s cell phone number which was already on the account.  he called the customer and spoke to Mrs ****** directly.  The tech informed her that he needed to collect a payment or disconnect the services.  He states that he never entered the house, and never discussed anything with the minor other than reaching the customer.

 

I apologized for the inconvenience and told him that I would be dealing with the issue internally and to rest assured that ******* and Time Warner Cable take these matters very seriously.  I told him we will handle the issue accordingly when the investigation is complete.   

 

Thank you

TWC-NE Escalations Team

5/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had service since 2013 and April 2015 i transferred service to my new apartment now on May 13 they turned my cable off and told me I must pay an old bill from 2008 in order for them to turn my cable back on.

Desired Settlement: I want me services turned back on. If I have a bill from 2008 then why would they give me service in 2013 till now and demand I pay it. They should have mentioned the bill at time when I requested services. That's fraud

Business Response:

Good Afternoon,

TWC Risk Management Group has handled and resolved this complaint.  Per their conversation with Ms. ********** she agreed to the 100% settlement terms.  They have released her information from their department.  Her account is all set.

Thank you

******

TWC- Escalations Team

 

5/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Almost two years ago I signed up for the TMC Home Security Service. When I signed up the service was relatively new and was running promotional offers. The offer I signed up for required me to purchase my own equipment package which was offered to me by a door-to-door sales rep. The package included the monitor tablet device, one indoor camera, one motion detector, and two door sensors. When I signed up the website also offered this same package to include all the devices listed (it was the first "basic" package). I was informed that I was obligated to a contract, and that should I terminate my services there would be an ETF. I waited until I was no longer locked in the contract when I called and attempted to cancel my services. I was informed that I would have to return a piece of the equipment that I PURCHASED. When I first called the website was still advertising that the tablet was included in the purchase of the equipment. Recently they updated their website and it is no longer included. I am upset that even though I signed up when it was offered as part of the purchased equipment, they are no longer allowing me to keep it after I cancel my services. I feel cheated because for at least a year it was advertised via commercial and their own website as part of the bundle that the customer purchases for the services.

Desired Settlement: I want to be able to cancel my services and be able to keep ALL the equipment that I purchased when I signed up for services. I am upset with all the problems I have had with TWC and overcharges. The services NEVER remained online and I have been PAYING for a service that I have probably only been able to use 10% of the time. I simply want to keep what was ADVERTISED as mine when I paid for the equipment. It's unfair that the services barley worked and I have had to continue to pay.

Business Response:

Good Afternoon,

Ms. *****'s complaint was handled by our Intelligent Home Group. They called Ms. ***** on her phone # ###-###-#### and got her voice mail so they left a message.   

 

Intelligent Home did a review Ms. *****'s account. The customer recieved  IH on  7/16/2013.  The customer ordered the IH select package, which is with  2 door/window sensors and 1 motion sensor. The customer then got a day camera for free. The customer wants to keep the IH touch screen which is a leased item that the customer never paid for. If the customer would like to keep this they can, but there is an additional  charge for the unreturned equipment. Per the Time Warner Cable IntelligentHome Service Addendum, section 5, part (a)"The Time Warner Cable Equipment belongs to us and must be returned to us if you cease to receive the IntelligentHome Service for any reason."   Also in the Quick Start Guide, available at ***************************************************************** page 19, section 9, part (b) "“Customer-Owned Equipment” means the door and motion sensors, and other detectors and related equipment that you purchase from us for use inside your premises in connection with the Security and Monitoring Service."
(g) "“Time Warner Cable Equipment” means the main control panel and the cable modem that we provide to you in connection with the Security and Monitoring Service. This equipment must be returned to us if your Security and Monitoring Service is terminated." 
       

As for the issue about the customers service going down, the Intelligent Home group reseached their work orders and they found that the customer had 5 non pay disconnects in the last year.  This will account for the service going down, as the portal gets suspended when there is a non pay disconnect on the account.

 

If Ms. ***** has any further concerns she should contact Intelligent Home with the number that was left on her voice mail.

 

Thank you

TWC-NE EscalationsTeam

 

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We made a move from one state to another. Previous to the move we called Time Warner to advise them we were moving our service. We spoke to a representative concerning the services we would like to have installed. At this time a package deal was quoted over the phone that included the same service as the old account with the exception of adding an Intelligent home security system and internet upgrade for a price of $179 per month. At no time was any contract for the home security system mentioned during the package setup before the move or from the installing technician after the move. When the installation was finished , I was asked to sign a tablet saying I was satisfied with the installation with no mention of a contract or 3 day free use period, after which a termination fee of $280 would be charged for removing the system. The first bill came with a charge almost double the original quote, including an entirely different charge structure for the same essential services we had on the pre-move account. This was totally unacceptable for our budget, and when trying to eliminate the home security portion from the service, only then did we learn about the termination fee for a contract we did not even know was placed on us! This was Time Warner's mistake for not notifying us of any contract in the first place, yet they want to charge an exorbitant and unjustified fee to terminate their service. After negotiating for a price near the original quote, we are still forced to continue with the security system that we do not want, or pay the $280 fee to terminate. We are displeased with the lack of a clear disclosure of any contracts involved with their services, or the bait and switch on over the phone quotes!

Desired Settlement: DesiredSettlementID: Other (requires explanation) Remove the unwanted Intelligent home system without a termination fee.

Business Response:

Good Afternoon,

Mr. ********'s account is being handled by the TWC Intelligent Home Group.   They have reviewed his account and concluded that because of the customer only having IH for 10 days they will let him out of his contract.   They will waive the early termination fee but will not take back any of the sensors.  Intelligent Home has reached out to the customer to inform they of this resolution, they left a message on their voicemail for them to call Intelligent Home directly.

Thankyou

******

TWC-NE-ESCALATIONS TEAM

 

5/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After numerous service problems (still mostly unresolved), a technician who came to my residence to try to help pointed out that we have been charged a $5 monthly fee for "Home WiFi" that should only apply if I'm renting a wireless router from them, which I never have because I own my own wireless router. The technician stopped the charge from continuing but recommended contacting the company to have previous charges credited back to the account. When I contacted them, I was told by their rep that she could only credit 6 months ($30) of these, but she would send a ticket to have this researched for additional credits. Since then, they have informed me that we were lucky to have gotten 6 months of credits because normally they only offer 3 months, it was basically my fault for never contesting a charge I didn't realize wasn't supposed to be charged, and they have given me another 6 months ($30) credit, but no matter how much farther back the charge has been applied, they will not credit any more of it. I suspect that this could go back easily 2-3 years, or more, and from a quick search of the internet, I see that other people have also gotten this charge, despite owning their own equipment and not renting it from Time Warner Cable. This appears to be a nickel-and-dime fee scheme from their company that victimizes consumers, and even though it's not that high an amount, there's little doubt that it makes the company a fair amount of extra money.

Desired Settlement: I would like to see Time Warner Cable credit every instance of this charge, for as far back as it's ever been charged to me, and I think the company also deserves some investigation to determine how many other customers have been affected.

Business Response:

Good Afternoon,

I spoke to **** today in regard to his complaint about being overbilled 20 months for wireless service when he has his own router.  I apologized that the agent he recently spoke to did not give him the additional $70.00 credit that was due him for being overbilled for this service (14 months) .   A credit of $70.00 ($5.00 per month) was applied  to his account today and will show on his next statement.  The customer received a prior credit of $30.00 for 6 months of wireless service (making the total credit of $100.00 @ $5.00 a month for 20 months).  The customer has my direct number for any future issues or concerns with his service.

Thank you

******

TWC NE-ESCALATIONS TEAM

 

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I request my annual credit report faithfully every year. In March 2015 I noticed an account for Time Warner Cable on my credit report. When I called they told me this account was closed back in March 2010 in New York. Why did it take 5 years for them to report this on my credit if the account was closed back in 2010? This does not make any sense. Even if they had an internal agency trying to collect on this "debt" I do not agree with the 5 year time frame. If this is the case I wonder how many other accounts have been opened under my name/social and are not reporting at the moment. I have sent them the necessary information to prove that this was a fradulent account and that I was a victim of identity theft dated 4/24/15 and was told the process takes 5 business days. When I called back on 5/4/15 the process was not completed. Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like this account removed from my credit report immediately as I did not authorize this account and am a victim of identity theft.

Consumer Response: Please see attached ID theft affidavit (notarized), a police report, as well as proof of residence at time of said services. Please let me know if you need anything else from me.

Business Response:

Good Morning,

This complaint was handled by our security group.  Mr. ******'s claim was completed and approved on May 4th, 2015.  The security group will make contact with the customer to inform him of the status.

 

Thank you

******

TWC-NE Escalations Team

 

5/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: back in October I got ad for dell tablet and pc if I got service from them so I called and signed up for the offer before I did not have cable now they are trying to tell me because I moved December 26 to my own home not rental any more kept all services from them. I no longer qualify for offer which I was never told about until now I have had at least 4 tickets with them to find out what was happening most of the time no call back at all I would call again get I'm sorry I'll make up new ticket now they no longer have the Dells and now all of a sudden I don't qualify because of move.

Desired Settlement: I want the Dell I signed up with Time Warner to get

Business Response:

Good Afternoon,

I spoke to ***** on April 21, 2015 and explained that she needed to be switching providers in order to get the offer.  I explained that TWC would give a credit if she could send a copy of a  previous provider statement from September 2014 or October 2014.  As of today TWC has not received this information .   Even though, Ms. ***** did not meet the terms and conditions of staying current for 90 days, TWC will  in good faith still offer her a credit if she can provide proof of switch.

Thank you

******

TWC-NE ESCALATIONS

5/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been having a problem with checking my internet usage tracker online for over a month now. Everytime I try accessing it from My Account online, there would be a spinning loading wheel and I'm unable to see my usage. I've contacted customer service over a dozen times speaking to numerous departments and tiers and different tickets were open regarding this but it was never solved.

Desired Settlement: For someone to solve this and fix why my usage tracker isn't working.

Business Response:

Good Afternoon,

Our Internet Tier 3 group has been working with this customer on a resolution to their complaint. They have sent signals and rebooted the modem on several occasions. They have found that their are known issues on TWC's side.  It was recommended that the customer exchanged their modem to a D3 modem which they did on 4/25/15.  At this time the customer does not have a data cap and is not being billed for internet usage.  We have reached out to the customer but have not been able to reach them. If they are still having issues they will need to contact  our Tier 3 group and refer to thier ticket # ********.

Thank you

******

TWC-NE ESCALATIONS TEAM

5/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Had DVR problems several times over a 2week period. Was promised a new dvr via mail, which I never recieved. Went out to Brockport location to pick up new box. Was upgraded to product that did not work with my programing. Spoke over six times with representatives that gave me 6 DIFFERENT stories. Very frustrated.

Desired Settlement: 3 months free cable.

Business Response:

Good Morning,

I spoke to Ms. ******** regarding her complaint and at this time her account is all set.  I apologized that she was given misinformation in regard to her service and equipment by several different agents.  TWC will look into this matter and provide coaching to those individuals as needed. 

 

Thank you

******

TWC-NE Escalations Team

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,

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




5/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: IntelligentHome was installed a few weeks ago and since then the door sensor kept falling off the door into the basement. I had to wait for a repair person to fix the issue. Now the motion sensor keeps falling of the wall and I need to locate it so I can set my alarm. THIS IS A SAFETY ISSUE. IT IS MY SECURITY ALARM AND DOES NOT WORK.

Desired Settlement: CANCEL IntelligentHome WITHOUT THIS RIDICULOUS EARLY CANCELLATION FEE FOR THIS ALARM SYSTEM SCOTH TAPED TO MY WALLS.

Business Response:

Good Afternoon,

Mr. *****'s Intelligent Home security system has been disconnected as of 5/1/15.  Per our Intelligent Home department the early termination fee will be waived.

Thank you

TWC- NE Escalation Team

5/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called customer service several times regarding my service not properly working. Each time the representative applies a temporary fix but the problem starts again within moments of hanging up the phone. Each time I have asked to speak to a supervisor I have been rejected. All I want is my service to work and as of now it remains a come and go with no resolution from twc. Representative are very rude at times and disregard the purpose of the call. They begin to focus on things that are not related to the problem that I am calling about. Absolutely inadequate service

Desired Settlement: At this point I am asking for my service to be fixed and a credit applied to my bill

Business Response:

Good Afternoon,

Unfortunately, after leaving several messages I have been unable to contact Ms. ******** or Mr. ***** regarding their complaint .  A service technician was at their home on 4/26/15 and replaced a converter.  If the customers are still having issues since the 4/26/15 we will need to set up another trouble call and have a Lead Technician come out and determine what is still causing the issue.  In the meantime, a $11.07 credit was issued from 4/24-4/26/15 to the account to cover the 2 days without cable service.  A "No Contact"email has also been sent to the customer.

 

Thank you

******

TWC-NE Escalations Team

4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My company signed a contract guaranteeing a price and service from Time Warner Cable. They have not honored the contract in any form. I cannot get in touch with my sales person, nor his direct supervisor. As of yesterday I attempted to get in touch with the supervisor above them and I haven't heard anything back. I had to set up my own installation and have had to contact the 800 number every time I need assistance, when I was promised 'excellent service' from my sales person. My sales person did contact me and let me know he had a 'water leak' in his personal residence that prevented him from returning any of my seven phone calls. Now I see my contract price isn't correct and there is no one available to answer any questions. This entire contract was fraudulent and Time Warner Cable needs to honor the original contract.

Desired Settlement: I would like my original contract honored, that is; good service or some one I can talk to if I need service or have a problem as well as my original price honored.

Business Response:

Good Morning,

The customer was conatacted by our Business Class Group in regard to her complaint. Please see their resolution below. Thank you

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

Issue Resolved:

 

I checked the billing and confirmed the customer was correct. There was a charge that started on this last statement for an extra cable box for $6.46. We have removed this charge going forward and have credited the account for the $6.46. We called the customer and notified.

 

Best Regards,

 

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

Executive Resolution Team | East Region

Time Warner Cable Business Class

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I contacted TWC myself, as they have not reached out to me in anyway and I was told that my account manager made a mistake, and didn't charge me for all of the boxes I have and I would be charged for all of them. The information in the email send to you from TWC is absolutely untrue. 

Why is this company allowed to treat customers like this? Is it because they are a big business and I am a small business? This is absolutely appalling 

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




4/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Wanting my service to be suspended for one month (March 1st to March 31st) since I was going to Florida, I was told by a representative that the minimum service suspension was two for months. However, he said if I wanted it only for one month , all I had to do was call when I wanted my service resumed , and NOT mentioning any penalties that would be involved, he proceeded to suspend my service . When I returned from Florida and called to resume service, it took me approximately six hours and I had to speak to at least 5 representatives before one of them was able to turn my service back on. One of them even told me I was out of luck and had to wait the two months to turn my service back on. Upon receiving my bill today (April 27), I was shocked to see that it was for $378.73. This to me was outrageous, and it was explained to me that it was that much because I suspended my service , thereby losing my preferred rate, a fact that was NEVER told to me when I asked about suspending my service for one month. They offered me a better monthly rate but still insist on payment of $288.83, which after all the lost time and inconvenience they put me through , I still find outrageous.

Desired Settlement: For the lousy service over the phone, the constant trouble with cable outages, freeze-ups, internet outages, this company needs to do a much better job serving their customers and NOT their own interests.

Business Response:

Good Morning,

I spoke to Mr. ********** regarding his complaint about  the TWC's Seasonal Policy.  I apologized that it took him so long to restore his service.  I also reviewed his bill with him and explained that he was paying extra for HBO & Cinemax which he decided to downgrade.  Going forward Mr. ********** is aware that TWC's Seasonal Policy is from 2 to 9 months and can not be used for any time less than this time frame.  TWC apologizes for any inconveinence this may have caused.

Thank you

******

TWC-NE Escalations Team

 

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,

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




4/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I agreed to a post dated check, I paid the bill in cash at the local office on the 9th of March. They continued the post dated check and debited my checking account once on the 11th, twice on the 13th, and twice on the 20th. I got charged $124.60 for insufficient funds by my bank. I had to pay it cause my ssd check direct deposits there, 5 times is ridiculous! I want the 124.60 they owe me for this bologna!

Desired Settlement: $124.60 back into my account and my service restored.

Business Response:

Good Morning,

 

Our payment services department reached out to the customer for resolution and left multiple voice mail messages which the customer has not returned. 

In regard to their complaint, On March 2, 2015 the customer made a future dated payment to pull on March 9, 2015. He has previously admitted that he was told and agreed to the condition that this payment could not be cancelled or modified for any reason. On the check pull date he paid a similar amount in cash (noting that if we could cancel future dated payment’s it could physically not be done same day). He also previously admits he did not mention the future dated payment to the agent he paid the cash to. The future dated payment failed and went to Check Velocity. 

Per TWC agreement with Check Velocity they attempted to clear the face amount twice and then the fee amount twice. The original deposit plus these four attempts created the five bank fees the sub is complaining about.  The customer has spoken to several agents and has agreed that he knew the future dated payment could not be cancelled, that he did not tell the rep when he paid cash about the future dated payment, and he just hoped it would work out. He also feels we should not be able to redeposit. However redisposition by using Check Velocity is Time Warner Cable policy for the handling of returned payments. Customers are treated fairly and this is same manner and procedure for all customers with returned payments. There is not a Time Warner Cable error here, therefore payment services will not be crediting this customers bank fees.

Thank you

******

TWC-Escalations Team

 

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Back in Dec 2014 someone by the name of **** called me stating he was a representative from Time Warner. He stated that if I install the Home Security I will get a 200.00 gift card as long as I dont cancel or get shut off for 3 months. I called Time Warner this month in April looking for the gift card and the lady I spoke with told me i did not qualify for the card because I was late in my payments. So when I told them i wanted to cancel I was told i had to pay 240.00 to cancel because the contract was for 18 months. The first thing I asked **** is am i on a contract he said no just as long as i keep the srvc for 3 months. the equipement is mine. When a lady called me to set up the srvc she told me i had to sign some paperwork I told her also that i was not going to sign any paperwork because I was not going to be on a contract. Well they came everything was installed and no contract was sign. The problem that I"m having is if Time Warner has people calling customers offering all kinds of things the person should be very detailed and go over the contract. I dont like being on contracts on anything. I spoke with 3 different people at Time Warner and they said because the paper was not sign its then a verbal contract which to me should not be counted against because if I asked **** a few times and he told me himself a few times I will not be on contract as long as i keep it on for 3 months that itself should be validation within itself that i never agreed to a contract.

Desired Settlement: I would like to cancel the Home Security and not get charged a fee for it since I and Time Warner do not have a written contract stating i agree to an 18 month contract I think the person that called my house misreprented himself along with the product he was selling. I want to make sure this does not happen to anyone else.

Business Response:

Good Morning,

Mrs. ***'s complaint was handled by our Intelligent Home Group.  Below you will find their resolution.  Thank you

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

I spoke with ***** ***.  Despite my attempts to save the customer, she wants to cancel IntelligentHome without an early termination fee.  Since she has been a long time Time Warner Cable customer since 2006, we will credit the IH early termination fee.

 

I did advise that the technician would have left a paper copy of the agreement, and she would have signed off on the work order that confirms agreement.  The customer did remember signing off on the work order.  The customer will receive a copy via mail within 7-10 business days.

 

Thank you,

 

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

IntelligentHome Lead - Buffalo | Time Warner Cable

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** ***


I did receive the work order and it was done electronically. I asked to get a copy of the contract that I signed.  The information provided was a work order  is not a contract is just a work order showing that the work was done. 

Business Response:

Good Morning.

FINAL RESOLUTION

Per our original response, our Intelligent Home Lead agent did advise Mrs. *** that  a paper copy of the agreement would have been given to her by the technician.  The customer stated to the agent that she remembered signing off on the work order and requested a copy which was provided confirming the receivable of Intelligent Home.  If she has any further questions she should contact Intelligent Home directly at ###-###-####.   Mrs. ***'s early termination fee was waived as per our resolution. 

Thank you

TWC-ESCALATION TEAM

4/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ive had service with them since November and since then Ive had nothing but problems with my internet first guy they sent out said its normal then the next 2 some reason it was cancelled and never recived phone calls the last person said theres an issues but its at the pole and ive still had problems so i called customer service and they ran me through there diagnostics and had me run a speed test when i ran it i was getting .69 for download speed and 1.23 for upload when im paying to get 50.00 mbps and have never got that I feel its false advertising and they fail to compensate for anything and want to shut my service off if i dont do my part but they cant do theres

Desired Settlement: Just fix it so i dont have these issues and i get what i pay for and compensate some how for me paying for something that im not getting

Business Response:

Good Morning,

A TWC technician went to Mr. ********'s house yesterday in response to his complaint.

The tech stated that all of the speed tests that he ran while connected to the modem were correct, and the signal levels were good.  The tech did find a spot in the living room where the speeds were a little bit slower.  This is due to distance as well as the layout of the home.  The Wifi signal needs to go through many walls and rooms including the kitchen before the wifi signal can get to the living room area.   The tech discussed this with the customer and the customer understands.

 

The tech also found that the fitting on the back of the modem was loose, however, this issue was from the customer unhooking the modem at some point.

 

The tech found that the customer’s laptop was running very slowly.  The customer was actively downloading torrent programs so the laptop was not giving him accurate speed test results.  The laptop was glitching and lagging severely.  The tech advised the customer that he may want to have his computer looked at, and suggested that they check it for viruses and malware.  The tech set up his work laptop right next to the customer’s laptop and tech was  getting full speed on his device.

 

The technician did go through and check for ingress and verified levels throughout the apartment.  He also swapped the modem with one of the newer AAris 5ghz models.

 

The customer is satisfied with the resolution, and should be all set.

 

Thank you

******

TWC- Escalations Team

 

 

4/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While attempting to establish new service, arrived at web page of company (http://www.timewarnercable.com/en/residential.html). Initially noticed a promotion for a service for internet with a speed of 200 Mbps with TV service (referred to as Starter TV) at an introductory price of 64.99/month (for 12 months). This bundle also included a special offer for premium channels for an addional 9.99/month. When attempting to proceed with order online, noticed that a phone service was being added (though it was not a part of the advertised bundle). Since I did not want phone service, I contacted the company by phone to avoid future issues. When speaking with the representative I was informed that the speed advertised was not available in my are and that I could get a maximum of 50mpbs with the same tv package for the same price. I opted out of tv as I did not think the deal offered was comparable to the package I orignially viewed online. I was informed at that point that the amount would be the same for internet alone (without tv), $64.99. I protested the price, citing the fact that there was an advertised bundle with tv for the same amount. I finally decided to research matter on my own. I again went to company's website (http://www.timewarnercable.com/en/residential.html) selected add or upgrade services option from the home page and slected add/upgrade internet service. Once on that page I noted that an internet speed of 50Mbps was being advertised for $34.99/month with an option to add the starter tv service for an additional $10/month. While attempting to procure this ervice, I noted that the site defaulted me to "standard internet". At that point I called in to again, seek the assistance of a live representative. I explained the issue I was having and was at that point informed that the priciing I viewed was not accurate and that the company is unable to honor that price. I offered to send a screen shot of the web page I viewed and was told that there was no way for me to send this information to them. No resolution was had as I was informed that the company's pricing was standard for my area and that special exceptions could not be made, no matter the circumstance.

Desired Settlement: I would like the advertised price for the internet service as shown on their web site (http://www.timewarnercable.com/en/plans-packages/internet/internet-service-plans.html) and as evidenced. The price advertised for 50Mbps is shown as $34.99/month with the option to add starter tv for an additional $10/month.

Business Response:

Good Afternoon,

I have been unable to reach Ms. ***** by telephone , therefore a no response email has been sent.  Thank you

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please see attached screenshots taken the day that In intitally began searching for service, 02/24/15. As evidenced, the promotional rate that I was able to view was for 64.99 for 200mbps and starter tv. I have a witness that can attest to the data shown.

Regards,

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




Business Response:

Good Afternoon,

I spoke to Ms. ***** in regard to her complaint.  I aplogized that the information she received off the internet was for another area. TWC at this location does not have the Ultimate 200 service at the present time.  Ms. ***** explained that her the reason she was looking for the 200 was that her current service was not working properly and she was not receiving the appropriate speeds on her modem.  A credit of $100.00 was given and once the modem issue is corrected an additional service credit will be applied to her account.

Thank you

******

TWC-Escalations Team

4/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I noticed in our march bill from Time Warner that they were charging us a $5.00 fee for using Home WIFI from them. We have not used Time Warners hardware in our house since Jan 2013. I called to get it corrected and a refund made. On 3/10/15 at about 1:50 I called and talked to ****. I was told it is Time Warner's Policy to only refund 3 month for miss-charges but her supervisor okay-ed 14 month so a refund of only $60. I asked how they could keep money i overpaid from 2013 because they didnt correct our bill and was told she was sorry but it was there policy.

Desired Settlement: They have given me a refund of $60.00 (which would cover all 2014 and jan/feb of 2015) i would like the previous months from 2013 refunded as well as i paid for a service i never had. so an addition refund of $70.00 is due me.

Business Response:

Good Afternoon,

In regard to Mr. *********'s complaint.  A TWC supervisor gave Mr. ********* a credit of $130.00 at $4.99 per month for 2 years of Home Wifi cost as he has his own equipment.  This issue has been closed. Thank you

******

TWC-Escalation Team

Operations

4/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Equipment returned March 13th and service canceled. Company rep who took the equipment assured me I would not be billed. Charged for April bill on March 19th.

Desired Settlement: Immediate CC refund

Business Response:

Good Morning,

This issue has been closed.  Mr. ********'s account credit of $91.41 was returned to his Visa card on 3/25/15.  Mr. ******** should allow 3-5 business days for the transaction to complete with his fiancial institution.

Thank you

******

TWC-OPERATIONS

Escalation Team

 

4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When calling customer service there is never the same answer twice. I called about changing my services as the price seems to go up every couple of months and was becoming too expensive. When I asked about the promotional I had with them I was told that my promotional would last until I changed it. They would not change the price. After getting the information on various options for my cable, phone and internet a few days later I spoke with another customer service person and again that my service would not change. When I spoke to the person about a service call and being offered an upgrade to my cable with only a couple dollar increase in monthly payment. I was not able to commit to a date at that time the customer service person said that the promotional that was an upgrade would end and I would not be able to get it back. I said at that time I was okay with that because I was sick and family member had emergency surgery. After that day Time Warner Cable would call my house several times a day and try to get me to purchase an upgrade promotional package or purchase a security system. When I asked them to stop calling me and I would contact them now my bill has gone up approximately $80.00 a month as they took away my original promotional. Given I only have so many words to write this I apologize for the condensed version. I would like to add that twice over the last year I have called and set up payment arrangements with Time Warner Cable and even though I had kept up with my end of making the payments my cable had been turned off. I would call to find out why. The first time it was because the Time Warner Cable worker didn't set up my payments enough to stop a shut off. The second time the customer service person didn't even put in the agreement. Why bother setting up payment arrangements when the customer service worker doesn't even complete the proper paper work. It is difficult to contact Time Warner Cable without waiting for a half hour or more and being disconnected.

Desired Settlement: I would like Time Warner Cable to reinstate the initial promotion that I had. If I have paid any of the higher cost for not having the promotional for that money to be refunded or a credit to my account.

Business Response:

Good Afternoon,

I spoke to Mrs. ******** in regard to her complaint. I explained that her promotion was over but I would extend her  a new promotion for 12 months.  Mrs. ******** thanked me for helping her with her complaint.

Thank you

******

TWC-Escalations Team

 

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,

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




3/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Closed my time warner internet service in October of 2014. I called there office to let them know I was moving and that I wanted my service to be suspended on the 31st of October. The woman on the phone I spoke to assured me that the service would be cut off and to return my cable modem so I wasn't charged on my final bill. With moving and changing all services over we forgot to drop off the cable modem. I received a bill for the month of Oct including 385 dollars for charges for equipment. I called the local Time warner at *** ***** **, Williamsville, NY 14221. They told me to bring in the modem and cables and the charge will come off. I dropped off the equipment a month passed and I got a bill for around 250 dollars. I immediately called Time Warner customer service and a gentleman assured me that once the modem hit there return center I would be clear of charges. I waited a few weeks and sure enough I received another 250 bill from time warner. I held back my anger and called the customer service number again, explained that I was told the charge would come off. The rep here however told me that I had another cable modem, and a time warner cable box registered to my name. I immediately asked for a supervisor and was changed from a call center to a woman named Amy, who assured me that she was a team lead and from Buffalo NY, and would work to resolve the issue. She told me she would call me back the following morning I waited until about mid day, after not hearing back and got customer service again. After explaining the situation, for the third time this rep asked me where the other cable modem and Cable box where. When I suspended my time warner to switch to ****** ** three years prior, Time warner cable sent a service man who took the original modem, and box, and upgraded me to a new modem with their faster internet. I was not given a receipt I don't know how their practices work, but I assumed that he would register the units he took, Since his van said Time Warner and he was in fact employed by them. This rep informed me that they would run a check in there system to find out where the units where and get them removed from my account. She told me it would take several days and I would here back from them. My next notification was a bill I was hoping said Zero but to my surprise it was a collection agency notifying me about the charges I am currently disputing with time warner. I again called customer service and was informed by that team lead that they could run a check, but it would be useless because if they aren't registered, there is no way they will find them. I informed her that at the time of service was employed by best buy where we sold Cable modems, and I could have used my discount to buy one four times cheaper then what they were trying to charge me. I also informed her that I had no reason to keep outdated equipment as I didn't even have their cable service anymore. In so many words I was called a liar, I was hung up on and told they bounced the call on accident. I have had nothing but good things to say about their service, in fact when I sold computers signed up over 500 customers to Time Warner cable. I own my own business now and if a customer came to me unhappy about their service I would work with them to make them happy. Especially one who paid for Premium Cable and the most expensive internet, for a number a of years. I have no information to dispute the case further because before my last bill my account was closed.

Desired Settlement: The bill is now placed in collections I want the collection removed, the bill to be erased. And also for the collection agency to stop reporting, and remove it from my credit rating. I wasn't even given time to resolve the bill, before they again placed it in collections without notifying me.

Business Response:

Good Afternoon,

Mr. ******'s complaint was handled by a TWC Recoveries Group Supervisor.   The supervisor removed the unreturned equipment from his TWC account. Mr. ****** was advised that he had a service balance of $35.78 which he has agreed to pay. Mr. ****** seemed pleased with the resolution and has the supervisor's number if he needs further assistance with this issue.

 

Thank you

******

TWC-NE Escalations

 

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,

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




3/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got onto my computer to do a speed test and there were different sites that I could go to look up internet pricing. I got onto our existing company, Time Warner Cable. Upon clicking on the link, I had seen that they had a special in regards to their bundle package along with their internet speed being higher. The link is www.TimeWarnerCableSpecials.com. This new package would save us $30 a month, plus have a higher internet speed, with the bundle being $89.99. I filled in the appropriate boxes with my address, and then received an email of confirmation. I called to set up a time to have the installation crew come into my house. I also was billed for $147.97. The breakdown of the $89.99 for the first month, plus 2 cable boxes at $24.99 plus tax. Needless to say, as soon as I hung up the phone, I realized I made it on a day that I could not make it. I called back to switch the day, and that is when the fiascal starter. I talked to one man, and he said I didn't need to pay for the cable boxes or the installation crew to come in, but could not see anything on my file. He then put me on hold. I thought he was coming back.. he didn't. He transferred me to a 'new' young man who was very meek, doing his job, and went through all the questions again. Finally after asking to speak to a manager THREE times.. I hung up! I could not understand this kid, and all I wanted to do was change my time. (This, of course, was 45 minutes later!) After working, I proceeded to call TW Cable again. I went through the series of questions again. And, the lady couldn't find my file....AGAIN! I went through the information, and was on the phone with this lady for at least another 45 minutes. I AGAIN asked to speak to a manager. And, after a bit, was transferred to ********. THIS is representative number 5, and well over 2 hours into calls. ********, of course, couldn't find my file either. After another hour.. she needed to consult with her Leadership Team. Upon that, she needed to call me back. She did call back, and my internet pricing rose from $127. to $139, instead of the $89.99 plus tax, bringing it up to $99 with tax. SO... NOW I AM QUOTED $40 more, and into hour number four. PLUS, I had already given their online internet specialist my credit card payment of $147.97. A FREAKING nightmare dealing with this company.

Desired Settlement: They need to HONOR EVERY CLIENT'S internet request and stand behind their advertising. Not just mine... EVERYONE'S. Quite frankly, I paid for the service to be upgraded.. it is discrimination the way that it was advertised. Very poor Customer Service, and Ethics. And, if they can't afford to pay employees, and they hire an outside company like ********** Inc. from Vero Beach... maybe they should train **********'s employees to the standards that they want for their clients. (This I found at the very bottom of the confirmation email I received in regards to processing for the $89.99. Time Warner is a huge company, and have a good product. HOWEVER, we have been client s for probably close to 15 years, never missed or had a late payment , and cannot partake in the sale price. YET.. if we were to leave, they would bend over backwards to get us back, and wonder why we left. Upon having the internet speed updated last night, they shut off our phone for in-coming and out-going calls. Two more phone calls into Time Warner. Just VERY unprofessional. Upon all the phone calls, there were at least 7 times, and they should be able to listen to the recordings.. that I asked to speak to a manager. MY TIME IS VALUABLE! I literally spent from 3-9 pm dealing with this. And, there were at least two phone calls in that the person did not put in notes.

Business Response:

Good Afternoon,

I spoke to Mrs. **** in regard to her complaint.  I apologized that she was told inaccurate information from an online retailer for TWC (**********). Mrs. **** account is already on the $89.99 promotion ( ********).  This promotion was given on 8/7/14 and runs through 9/4/15. (Promotional rates do not include the price of alacarte items. Example: Modem lease fee, The guide, etc.)  She was promised extreme speed which was added to her account by a TWC agent on 3/17/15 ( when she called into the TWC call center) at the rate of $20.00 extra.  I was able to give her a promotion for 12 months to discount this rate to $0.  Mrs. **** monthly rate before taxes is $109.24 ($113.60 wtih tax- aprox.)  A one month credit was also given in the amount of $113.60.  I have requested that Mrs. **** forward me the email that she received from the online retailer (sent to my attention : Ner.Operations@twcable.com) so that our management can investigate thier practices.  Mrs. **** also has my direct number should she have any further issues with this vendor. 

Thank you

******

TWC-Operations

Escalations Team

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,

  **** *** ********




3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: when I received my bill last month I noticed a large increase so I called up time Warner to discuss this problem. but I feel the amount they want me to pay for digital cable and internet is ridiculously high. So I then made sure I turned in my digital box before the next billing cycle started and that was a couple days before 2/27/15 so I wouldn't be billed for that much again the following month. I then received my bill on 3/24/15 and noticed they expect me to pay for part of the month of digital cable that I did not have. I called Time Warner and 3/24/15 to discuss this but they just argue with me that they didn't get down here to change the filters on the pole until March 10th so I should pay for digital cable I wasn't getting?? They feel even though I turned in my digital box and I could not receive digital cable the bill doesn't decrease until they get the filters installed on the pole. I am NOT going to pay for something I did not or could not receive! Time Warner has distributed the same channel indifferent locations on the guide trying to make you think you're getting more channels but you're not it's just the same channel repeated 4 or 5 times. Also they think people on fixed incomes can afford whatever ridiculous rates they want to charge! I had called in to Time Warner but customer service did not want to treat me like a customer and listen to what I'm trying to say.

Desired Settlement: I want a full refund for services I did not received! That means no charges for digital cable that I was not getting from late last month!

Business Response:

Good Morning,

I spoke to Mr. ********* in regard to his complaint.  I apologized that his bill was not credited back to the date he returned his digital equipment.  I have credited his account $30.58 for the difference in his billing.

Thank you

******

TWC-Escalation Team

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,
******* ********




3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August of 2014 I contacted Time warner about additional services. At that time I was offered a packaged deal that included a free Dell 2 in 1 Tablet/PC after I had the packaged deal for three months. It is now December 1, 2014. I contacted Time warner and they are now saying we not eligible. We again called Time warner and spoke with some one different. She told me that my bills were not paid on time referring to an amount on a September 26th invoice of $232.61. However that amount was in error as confirmed by Time warner Cable. We agreed on Time warner's adjusted amount of $188.25 and paid that bill on time. The Time Warner's representative agreed there is no outstanding amount due at this time confirming that we never owed them any money I have in writing the service agreement promised to me the tablet.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the redemption code for the Dell 2 in 1 Tablet/PC

Business Response:

Good Afternoon,

I called Mrs. ******* and left a voice mail message in regard to her complaint.  On 12/30/14 an escalation ticket was put through to our office to research the dell 2-1 offer for her.  At that time our office contacted and spoke to her husband. An offer was made for a $300.00 bill credit in lieu of the dell as her account no longer qualified. Mr. ******* agreed and took this offer. On 12/30/14 a $300.00 credit was posted to their account in lieu of the dell.  Please see an attached copy of their statement. On page 2 on the top right hand side  it shows the "12/30 REWARD ESCALATION credit for $300.00".    At this time the dell offer is no longer valid or available.  This case has been closed since the credit was given on 12/30/14.  Thank you

******

TWC-Escalations Team

3/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Multiple phone calls to fix a billing issue was told that credit would be received by one representative and a follow up phone call would be made to me. No phone call received then bill was $50 more than expected. When 2nd line was added I was reassured there would be no installation fee as no equipment or tech was needed and the price was $9.99/month for the secondary telephone line. According to the bill there was an install charge, prorated charges and the monthly fee was listed as $19.99. When I called to address the issue I was placed on hold for about 45 minutes, the representative would not listen to what I was saying and after the 5th time I asked to speak to a supervisor I was placed on hold for another 10 minutes only to be told the supervisor was unavailable but would call me back on my home phone line in 5 to 10 minutes. Almost 24 hours later and I am still waiting. I called again this morning and was placed on hold for 20 minutes at which point I hung up as no one came back on the line. I called back again and asked for the head office phone number and was told they would not give that to me to file my complaint. There have also been multiple issues with the service itself where I have had to contact the technical support department just to have service working. In the last few years customer has gone down hill very quickly. CSR's make promises they cannot honor, do not document properly, are rude and treat customers like garbage. I have been called stupid, a liar and other names. This is completely unacceptable and supervisors only back their CSR's. I was also told that I could not speak to a representative whose first language was English when having difficulty understanding the person I was on the phone with. I guess the customer isn't always right.

Desired Settlement: I think that a billing adjustment and complimentary services are definitely in order and maybe some extended classes on how to be a proper CSR are in order for these people. An apology would be nice but is not necessary.

Business Response:

Good Afternoon,

I spoke to Mrs. **** regarding her complaint.  Mrs. **** has been having many internet wireless service problems in the past so a one month's credit was given and a  credit was also given for the activation of the second phone line.  I apologized to Mrs. **** for all the problems she was having with customer service recently. I apologized and gave her account a $100.00 credit to compensate for this problem.    The total credit given to Mrs. ****'s account today was $167.58 as well as a promotion for Showtime free for 12 months.  Mrs. **** has my direct number to contact if she has any further issues.  At this time her account is all set.

Thank you

******

TWC-Escalations Team

3/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm being billed 175.00 for unreturned equipment. The cable portion of my service was dropped to basic service in August 2012, all of the cable boxes were returned at that time, I continued with basic cable and internet. In Feb. 2015 I cancelled all service and returned my internet modem, at that time I was told I did not return one of my 3 cable boxes in August of 2012 and unless I can provide a receipt for this box I have to pay for it. This is the first time I had been informed of the missing box, 3 years later, I no longer have any receipt in this matter. If I had been informed promptly of the missing box i would have had the receipt. I had no use for a box as I didn't have that service. I was receiving monthly bills from Time Warner from August 2012 to cover the service I had and at no time was there a mention of the missing box.

Desired Settlement: 175.00 removed from my bill

Business Response:

Good Morning,

I spoke to Mrs. ****** this morning in regard to her complaint.  I apologized for the inconvenience this issue has caused.  I have removed the equipment off the old account as Mrs. ****** is not able to provide a receipt. By removing the equipment then the account will automatically reverse the $175.00 charge to her account leaving a( -0-) zero balance.

Thank you

******

TWC-Escalations Team

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,

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




3/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On the 17th of January, there was a technician sent to my house while I was away at work and he came to set up my cable box and internet modem. I called TWC on the 5th or 6th of the month to set up services for the 16th of the month and since then I have been having problems with the company ever since. The customer service representative specifically told me on two different occasions that before any of my service could be conncected that I would have to pay the technicians upfront the same day. I was told this when I first called and the second time I called to see if my internet modem box could be hooked up because it arrived before my service was supposed to be connected. When the technician came, he took 95$ for installation fees and first months service. since then, I made plenty of changes to my service because it was not what I expected it to be. I called before my first payment was due around the end of february to make sure my bill was the price it was supposed to be and of course it was not. There is so much more to the story I am not going to get into because I will be typing for days but long story short, they had their tech come and take money from me and he did not provide a receipt nor was he supposed to take cash from me in the first place. TWC says that it is not their responsibility as a tech to take any money but he did. They are not doing anything to rectify the issue and I am becoming more and more upset by the day because my bill still has not been fixed due to this mishap that their company made. I was not aware of this at the time or I would have NEVER given the man my money!! I feel like there is fraudulent activity going on and I want something to be done about it immediately. As a cutomer, I should be able to trust the people they send to my house and I was played like a fool. They know exactly who came, and they are not trying to provide his name to me anymore so that I could press charges or something else can be done so that I have my justice.

Desired Settlement: I would either like for my money to be given back to me, or credited to my bill as it should be. I also want corrwective actions to be taken against the man that was sent to my house and stole my money.

Business Response:

Good Afternoon,

A technical supervisor contacted Ms. ******* prior to her complaint regarding this issue.  He explained the TWC "Techs don't accept cash policy" to her. The supervisor informed her that she would need to contact the police to file a report of theft.  Yesterday , after we received the complaint another supervisor reached out to her to ask if the police report was filed and Ms. ******* hung up the phone on him.  Later yesterday, I contacted her to resolve the complaint and explain again that TWC techs do not handle cash and if she had gotten the police report.  She stated she did not go to the police because they would not believe her and then asked that we never call her again regarding this issue. This case has been closed. 

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

TWC-Operations

Escalations

 

 

3/18/2015 Problems with Product/Service | Complaint Details Unavailable
3/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 20, 2014 I responded to a television commercial to receive a Free Inspiron 11 3000 Dell 2-in-1 Tablet/PC for new customer sign up. All you would have to do was to keep your first three payments current. I called on September 30, 2014 and spoke to a gentleman named *****. I asked several times is there a gimmick or anything I should know before ordering new service. He stated: No all I would have to do is order new service and pay on time. Also I would receive a redemption code to register to receive the Tablet/PC. I then placed the order.Cable was installed on October 7, 2014 and the redemption code was sent on October 23, 2014 (***********). I went online to redeem the status it would not work and that I should call TWC. I did and spoke to another gentleman named ****, I explained the problem and he stated there should not be one, that I qualify and the he would let me speak to his supervisor named *******. He also said, I qualify and this problem should not be happening. He said he would call me the next day to confirm but I did not receive the call. on October 24, 2014 I returned the call for ******* at the number he gave me (###-###-####) left a message but the call was not returned. I called again on November 7, 2014 and spoke to a lady named *** explained everything and stated again my redemption code was not working. She checked and said, I qualify and said to try again.On November 20, 2014 I spoke to another lady named ******* who repeated the same as ***.On November 21, 2014 I spoke to a lade named ***** who again said I qualified but confirmed I was registered and sent proof of my registration.On December 15, 2014 I called and spoke to a Stephanie who connected me with a **** who said he would have his supervisor call within ten days. it has not happened. Product_Or_Service: Cable Account_Number: *****************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to receive the Tablet/PC as promised for my signing up for service from Time Warner Cable. Had I not been promised and reassured that I qualified I would not have signed up for service. I asked from the very beginning did I qualify and was told on every occasion that I did. I would like TWC to uphold their end of the bargain. Thank You ***** ******

Business Response:

Good Morning,

I spoke to Mr. ****** today in regard to his complaint. I apologized that he did not receive the promotional dell as promised. His account was added to the manual exception list to receive the dell , this list will be sent  this Friday.  He is aware that he will need to wait 4-6 for the dell order to be processed.  Mr. ****** has my direct number to contact if he should have any further questions regarding this complaint.

Thank you

******

TWC-Operations

Escalations

 

3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cable service is constantly interrupted by Tiling, loss of picture and freeze-framing. A Time Warner technician has been at our home and said all of our equipment is operating properly and the signal to our house is very good. He said the problem is with the software that Time Warner is installing. When I called Time Warner this evening and they denied it being their problem. This has happened numerous times before and there has been no resolution to this problem.

Desired Settlement: Repair and adjust billing to account for continuous loss of satisfactory service.

Business Response:

Good Morning,

A TWC Lead Service Technician went to  Mr. *****' home on 2/17/14.  He found no problem when he arrived.  He checked the 2 televisions that the customer stated the service issue  happens to at the same time. He also checked all the signal levels, did a full scan, checked ingress, checked the ping, and  VOIP, as well as docsis , which all checked out good.  The techician showed the customer how to bring up diagnostic screen on the converter box so he can record frequencies for the technician when there is a problem. The customer agreed to monitor this for the technician and will a call to come back out and check it further to get this problem resolved. This is an intermittent problem and will take time to pinpoint the actual cause. The customer has the technician's number and will work with him to get this issue resolved. Thank you

******TWC-Escalations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My complaint has not been resolved. I had a tech from TWC at my home once. I have checked the box as instructed by the tech but I am still experiencing the same problems although the problems have lessened somewhat. I gave no notification that the complaint was resolved and am still monitoring the problem as instructed. The process of checking for errors has not been fruitful

Regards,

**** *****




Business Response:

Good Afternoon,

Our technical department is working diligently with Mr. ***** to determine his intermittent issue.  They will install monitoring equipment for a week to help find the problem . Thank you

3/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to first say that after multiple issues and run-ins with TWC I feel I have no other recourse than to report them. I am not sure it will change anything, but I feel that this company takes advantage of customers at-will and they continue to misrepresent themselves to the public. I have had several issues, but will outline the TWO separate issues that I feel are the most dishonest and upsetting. First issue I had about a year ago was I upgraded services based on a promotion. Get the 'Triple-Play' and receive a free Samsung Galaxy Tablet. We upgraded (I have cable, internet, and phone). When the gentlemen installed the upgrades, he gave me a confirmation number and told me to look for my tablet after keeping the services for 3 months. After that period of time, I called in and was given my confirmation number for the tablet. When I didn't receive it, I called again and was told.. oh, you weren't eligible for the tablet (yet they couldn't tell me why). I then went on to tell them I was given an approval code and a number. They stated that it wasn't a valid one and they could not and would not send me a tablet, they didn't have any! I then probed them about not having any, yet this promotion was still online. I was then told that they 'did have some' but only enough for those with promotion codes. I informed them, I HAD a code, therefore they should have one for me. After numerous calls and complaints I was told they could give me a credit to my account and I could use that credit to buy my own tablet! I was furious. I told them I didn't want a credit, I wanted what was promised, basically to see if they could or would even deliver on the original promise. They did not and I feel the whole thing was one BIG HUGE scam! I called them, emailed them, and was ignored. They did give me a 'credit' which still wasn't what I was looking for or wanted, I just wanted what was promised, but they were unable to deliver for whatever reason. Most recently and alarmingly-over the past week, I have been in contact with TWC Customer Service. I called Technical Support initially due to problems with my On-Demand Channels and also issues with my DVR not working (I have 4 HD/DVR Boxes in my home). After troubleshooting and them doing whatever they do, the representative stated that my boxes were very old and could be part of the problem. I informed her that I knew this and had been trying to get the boxes updated for almost 2 years. The local office gets them on Tuesdays but every time we have gone there to try to upgrade, they do not have any. She then said, let me order these for you and ship them to you. Once you receive them, place the old equipment in the boxes and use the return label included to return the old boxes. She said she would upgrade my Scientific Atlantic boxes to either Cisco or Samsung HD/DVR boxes. After a week, I called to check on them since I hadn't received them. The guy on the phone informed me the Rep had never sent the order in and the boxes were NEVER even ordered. I was VERY angry and frustrated. He then PROMISED to have FOUR Samsung HD 3270 boxes sent to me and told me I would receive them in 24-48 hours. I was at this point skeptical, but since the problems with our boxes have escalated and we needed the new ones, I really had no choice but to hope they would do what they promised this time. I DID receive the boxes within 48 hours and was pleasantly surprised. I opened them and found that I had received FOUR Scientific Atlantic boxes. The VERY SAME equipment I was having updated. This is their absolute oldest and most outdated equipment. I was LIVID-Frustrated-ANGRY, but certainly not surprised that once again, I was not given what I was promised by TWC. So, I again called Customer Service only to be further insulted and disregarded in my complaint. It got even WORSE from this point on! When the rep got on the phone and I explained the situation, the first thing he told me was that they CAN'T order specific equipment for customers, that we basically get what we get, so after being asked 2 times what equipment I wanted, I am now told I can't have a say in what I get! The gentlemen went on to tell that he would NOW order the Samsung boxes for me (so can they dictate what is sent or not.. still unclear) BUT that before he can even order them, I had to return the boxes to the office myself. This was ALARMING to me! I said, 'I have to personally lug these four boxes to the office, or send my 100% disabled husband to do this when you guys sent me the wrong equipment? He then informed me, he could have it picked up but there would be a FEE a FEE of 39.95 for them to pick up these boxes. This was not okay for me. He said, 'let me put you on hold and speak to my supervisor.' He then came on and said, so yes, you have to either take these boxes to the office or I can have them picked up for a FEE. I then asked to speak to said supervisor and was told, and I quote, "ma'am there is no one else for you to speak to about this" when I questioned him as to why he could speak to his supervisor but I couldn't he sputter and stuttered and gave me no answer. I then informed him I wanted to speak to whoever was in charge, the highest supervisor possible and was again told, he was it. He would not give me any names, email addresses, or phone numbers of anyone in the company to contact..period! I said to him, so.. you're telling me that YOU are in charge of all TWC offices worldwide and there is no one I can speak to at all other than you and I was told that this was CORRECT! Over the next 5 minutes, I was given the option of having the boxes picked up and I would be charged a fee, but then he would credit me that fee even though he wasn't supposed to. What this said to me was that I was never going to see that credit (I did not trust at this point that I wouldn't be paying for this service). At this point, he tells me someone will come and pick up these boxes NEXT FRIDAY! YES a full week out. I pay between 300.00 & 400.00 a month. I have already waited a week for my services to be working properly and now, I have to wait another week? At this point, my husband said, I will take the boxes back.. have him send new boxes immediately. He and my 10 year old daughter loaded them in the car, but the office was closed when he got there. I have spent almost TWO hours on the phone with CS working on first the services issue and then the ensuing issues of the equipment. I still have NO clue when or if I am getting new equipment since the first rep told me I would receive boxes within 24-48 hours and this guy tells me 3-5 business days.. when I asked him why the first guy got them to me within 48 hours, why he couldn't do the same and his response was, I don't know, I didn't know we could get them there that fast, I have no knowledge of this. Which again shows that no 2 people in this company seem to know the same information or how to handle CS Issues.

Desired Settlement: Honestly, I just want TWC to be held accountable for promises they make to customers. I WANT customers to not have to go through so much time and frustration to get help with issues. I WANT their employees to know what they can and can't do - what they can and can't promise- I want to not hear each rep tell me the one before misinformed or lied to me - and I WANT to be able to speak to someone about my issues when there is an issue. Being told I couldn't speak to ANY supervisor ANYWHERE or that he didn't know the headquarters location or phone number is ridiculous! All I could get from the guy on the phone is that HE was in Buffalo, NY - that was IT

Business Response:

Good Afternoon,

I spoke to Mrs. ***** in regard to her complaint and set up a service call for a technican to come to home to determine the problem. Two technicians and a lead technician went to her home on 3/3/15.  They did find a signal issue and this was corrected by removing two amps.  After removing the amps the signal levels were up to spec at the equipment.  The technicians removed the four converters that she was sent by mail and installed four 8742 Cisco dvr's which she requested.  The customer seemed happy with the technician's results.  A one month cable credit was also given of $179.17.

Thank you

******

TWC-Escalations

Operations

 

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.  ALL of the local people from the Malone TWC office were amazing! I was not made aware of the credit to my account, so that is a nice surprise and do appreciate it.

Regards,

**** *****




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

Complaint: Time warner cable will not turn on service at one of my rental properties for the new Tennant's until the old Tennant's bill is paid even with proof that I have evicted the old Tennant's and moved new Tennant's in. I have been given different stories fromeach person I have spoken with and I have made a trip to the office 30 miles away with my new Tennant to try to settle this. I have been a customer with time Warner for 12 years and never missed a payment. The Tennant that I evicted owes almost 700 dollars to time warner.... How can it be my problem that they let someone get that far behind.... Now I have a house with new Tennant's in it that are paying me rent and time Warner won't turn the cable on because of a past tennant. Why will they continue to pay me rent if I can't provide them a house that can have cable and why should I be forced to pay a cable bill for someone who stiffed me out of three months worth of rent.... That is no different than me asking time warner to pay me the three months worth of rent she owes me.... That sounds pretty silly huh? But its no different why should I pay her bill to them if they won't pay her bills to me?

Desired Settlement: Time warner is the only company that can supply internet at this home I just want my new tennants to get internet whether it is turned on in their name or mine and I don't want to pay a 700 dollar bill for a lady that didn't pay me rent.

Consumer Response: The former Tennant name was ****** ******* and the new Tennant name is ***** ********

Business Response:

BBB ID # ********, Acct # *******-05 A Never acct for ******** *******, who was rejected for install due to a debt to TWC Acct # *******-04 from the address at ** ********** *** * *** ***** Hornell, NY 14843-1307.

I spoke with Mr. **** *********, who is the owner of the property on 022015. He is was going to send documentation showing a new tenant, ***** ********, at the address. He brought a letter he had written up that Mr. ******** is the new Tenant., he said he does not have leases. It did not arrive, I sent a follow up e-mail on 022115 requesting a copy of the letter and documentation of the eviction of Ms. ******** *******. Below is the body of the e-mail message sent:

Evan,

Thank you for taking the time to speak with me yesterday regarding your complaint. I have not received copy of the letter you took to the TWC store to show there was a new tenant at the address.

 

I would ask that you attach a copy of the letter of which we spoke. I am also requesting a copy of the eviction of the previous tenet. These documents will help move this process forward. Without this information I am unable to work with risk management to see if we can get the property cleared for service.

 

Please place, Attention: ****, in the subject line of the e-mail.

 

Thank you for your help!

****

 

3/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I agreed to a "bundle" of internet, phone and cable, with equipment included for 89.99 with equipment included. I questioned the sales representative whether that applied to all my TVs. I told "***" that I had four TVs and would not pay for any equipment for any of the TVs. She said that the number of TVs did not matter and said to me the charge would be 97.54 per month. I repeated that to her and then placed the order. I have now received two monthly bills for over $250 each. They include charges which I was not told about and charges which I never agreed to, including equipment charges. I did not order or receive "The Guide" (they are charging me for 3 of them, I don't even know what that is). I did not order or receive "add'l outlet service". I did not order an internet modem, that is equipment for the service I receive, the installer said that was included in the price. Then there are the equipment charges. I have spoken with numerous people in customer service three times. No one will even agree that "equipment included" means that there is no additional charge for the equipment. I simply want what Time Warner advertised and agreed to. A monthly charge of $97.54. I need the bill corrected and the outstanding balance reversed. I have a transcript of my conversation with the original sales representative when I placed the order. I have their advertisements. I have the written complaints which I sent and they have ignored.

Desired Settlement: Remove the outstanding balance, remove the improper charges and correct the monthly billing so that it is $97.54, as advertised and agreed.

Business Response:

Good Morning,

I spoke to Mrs. ****** last night in regard to her complaint.  I apologized that there may have been a miscommunication of services and charges when chatting with the chat agent. The agent set up the original order with one piece of equipment with  the promotion and quoted the price of that package as $97.54.  There was never any confirmation of 3 extra Hd Converters and the chat agent never included them on the original order.  I explained that this was not intential and the extra fees were for the extra 3 pieces of equipment,  extra 3 digtal outlet fee, and extra 3 channel guide fees for the additonal 3 boxes they installed  (these fees are always additional).   Mrs. ****** and I went through the charges on her bill and she has decided that she will return 1 HD converter and keep the services as is.   A credit was also applied to her account for the PHV fee $39.99, the phone number change fee  $39.99 and a general adjustment of $71.07 for a total credit of$156.65. The balance on the account is $141.56 which covers the March statement and includes all 4 converters.    I also requested that Mrs. ****** send us a copy of the chat so that may use this for coaching of the agent if needed.  TWC apologizes for any inconvenience this may have have caused. 

Thank you

******

TWC-Escalations

Operations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There was no "miscommunication". I was careful in speaking with the agent regarding what the services and the cost are. TWC does not understand that they are bound by the agreement their agent made, regardless of how the "original order" was written at their end. TWC will have to write-off the outstanding balance because it involves charges for services that I did not agree to and/or was never told about. I am not paying for mistakes made at their end. The agent stated that the equipment was included for all TVs regardless of how many. The agent told me that with four TVs the cost was $97.54 per month. I didn't make that up. The agent never stated that there was additional cost for a router nor "The Guide", whatever that is, nor the other improper charges. On the two bills we have received there are additional charges which were never ordered, services never received and things we have no knowledge of. I do not accept that I have to pay for the agent's mistakes and misrepresentations. I do not understand the inability of TWC to accept what their promotion states "equipment included". They emphasized that in writing and on television advertisement. "Equipment included" was the sole incentive for me to ask about the promotion. The transcript of the conversation with the agent is attached. I have sent it to TWC. I have advised them that this is not acceptable. I am the account holder and they have not had any conversation with me about this. It's as simple as I was told $97.54 and I have received two bills, each over $250.00. If that isn't "bait and switch", what is?

Regards,

**** ******




Business Response:

Final Response

Our original response has not changed.   The promotion that was given includes one piece of equipment only for the price of  $97.54.   Any additional equipment are subject to converter rental fee, digital outlet fees and the channel guide fees.  A total credit of$156.65 was given for installation and billing fees. The balance on the account is $141.56 which covers the March statement and includes all 4 converters.   Mrs. ****** states she is returning one converter so this will change the monthly fee once the converter is removed from the account.

Thank you

2/28/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 5 Dear Management at Time Warner, As a new customer that just recently opened an account with TW I was looking forward to excellence service, however from the very beginning I was met with a huge disappointment for my wife and I. I had scheduled an appointment for installation for a new internet service on Thursday February 19, at 5PM, due to the extreme weather conditions I spoke to the Technician (**** ID -*****) and told him that I was running a few minutes late and that I will be arriving shortly. He told me that he could not wait! And I assured him I will be there very soon. When I arrive at my home at 5:15 he was not at the house! Then the dispatch person called me at 5:02 (****-ID for Dispatch –*******) and I told her the same thing that I’m almost there. It disappointed me greatly that after spending my money to setup this account that I was disappointed with the services that I just mentioned! I expected a lot better service than what I witnessed on Thursday. I’ve had better service with a number of other organizations that were fully accommodating to their customers especially under bad weather conditions. I called to complain later that evening to a manager at the call center and when he checked the records from dispatch he noticed that the technician noted the time of 5:02! That the driver left my house. Can you imagine that! He waited only two minutes after I told him that I will be there shortly. My wife and I are very disappointed with such poor service. The Technician service was not accommodating (**** ID -*****) and the Dispatcher was not accommodating as well (****-ID for Dispatch –*******) What is also noteworthy is that I had to adjust my entire evening schedule so that I can be there and it was a complete waste of time!....nothing was accomplished because of the poor service rendered that night. I can understand if I was late 20,30 or even 40 minutes, I do realize that you have appointments to attend to, but for 2 minutes to leave at an appointment must be the worst service I have ever heard of in making an appointment.

Desired Settlement: I hope that there is some type of compensation for the extreme dissatisfaction that I have with TW. And I will certainly expect a response back to my letter since my first impression was terrible with this organization.

Business Response:



We spoke with Mr. ****** today. We apologized for our lack of compassion and any additional effort that might have been made regarding his circumstances surrounding the installation the evening of 02/19/15. Although he did not request any compensation, we will credit his installation cost of $47.99 in an effort to demonstrate we care and are truly sorry.

2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It has been far too long a battle with this company from square one. The internet I have been paying for has been acting up for almost two months now. I have made many calls and spoken to many representatives and at this point in time it is too much. It started when I suspected there was something wrong with the supplied modem in November. I tried trouble shooting it a few times (unplug and re-plug), but after a while it just wasn't doing the job. I Contacted them early December (which one of their employees failed to document) when the issue was happening and when I had spoken to them they had seen that the service was cutting in and out. I said it's the modem (which has a history on the net for being a bad one) is malfunctioning and for them to send me a new one, but to not send the same one. Instead they sent me a technician who allegedly "fixed" my problem. I wasn't sure how he could have done that when he was too busy talking on a personal phone call to a buddy of his. When I had told him I believe the modem is malfunctioning he said it wasn't and had left. Less then a day later the internet was dropping yet again. To which one of their technicians stated that the modem was malfunctioning (ya think) I had only told them that in every conversation I had with them prior to that. He said he would send out a new modem. I was very stern on the fact I did not want the same one. A few days later the box arrives and low and behold the same model. I called the company about the dissatisfaction again to where they offered the "fastest speed" internet to me at a lower cost. Begrudgingly I accepted the offer. Less then a few days later the issue started happening again. Here it is December 27 2014 and I am still having connection problems. I called them and they said they had "fixed" it. Less then an hour later connection failed again. I called again to find out they went a head to schedule a technician to come out on Sunday. Unknown and not relayed to me of course to where had I not caught the attempted service the technician would have came out and no one had been here. Leaving the company with ammunition to say "well we sent someone out there, but you weren't there". So now I had to reschedule another day to wait for another technician and be more inconvenienced. I run services that require me to have internet (they compensated me for the few days they have said, but with what I have lost out on it's not enough). The more down time I have the less money I make, the less money I make the less things I can afford, like high speed internet. this company is directly affecting a service I run and I am suffering because of it.

Desired Settlement: At this point in time due to the two months of poor service I don't believe I should pay for anything i should however be compensated for the time and money I have wasted waiting for technicians, down time, time away from work waiting for the technicians and services I couldn't render because of the poor service I was receiving. I have missed opportunities because of their services that I will not get again

Business Response:

Good Afternoon,

This complaint was handled by our technical operations group.  They worked with the customer to resolve the issue with the WIFI.  There was a technical issue on the line that was corrected.  The customer was given a $49.79 credit on 12/27/14. 

Thank you

******

TWC-Operations

Escalations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10358851, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is my third letter to the better Business Bureau about the outstandingly horrible service. I have made many attempts to get the service I signed up for back in August to have at least one month of complete uninterrupted service. However, I can barely get one full week of this. This company has sent out at least five "technicians", none of which have solved the problem. The last call I made, they told me how I can do their job from my computer and of course, that is why I pay all these extra fees to this company, so I can do their job. I have a logged call list with this company of outgoing calls totaling over 43 individual calls to Time Warner from my cell phone within the last five months. It is obvious that this is far too many calls to be making to anyone that isn't a family member. I have been credited in the past for the lack of service and have not had to deal with much of a bill. However, if I were a company I wouldn't charge someone for not giving them the proper service in the first place. This is all well and good, but I think after five months of this lack of service under their claim of being the best internet service possible, I am ready to deem it as false advertising. I am not happy with this service, I am unhappy with the lack of professionals on staff, and I am most unhappy that I have yet to be supplied the service I initially even contacted them for. I feel that a further form of compensation for this be at hand. No one individual after going through the hassle that this company put them through to initially sign up, should have to go through almost HALF A YEAR'S worth of bad service. The company gave me a hassle initially because several years ago, I had stopped paying them and they canceled my account, but I stopped paying them for this very reason. I don't want this to happen again and after this, I believe they owe me a bit more than the compensation for the days of not being serviced. They have supplied me "faster internet" at a "lower cost", but in fact I have yet to enjoy it to know that it is really as good as they claim. I don't feel that I should have ever had to pay the introductory fee to this company as well as past debts if this was the service I was coming back to. I have had it and I can only take the burden of being a customer for so long.It is at this point I believe that the company after putting me through half a year's worth of hassle should give me half a year's worth of free service. This is a very fair request at this point in time. I also want them to officially fix whatever it is that is wrong with my service promptly in addition to the aforementioned proposal

Regards,

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




2/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I transferred my service when I moved to Rochester from Conesus. It was never disclosed that I had HBO on my account as an added service. Each and everytime for two and a half months now I have asked for this to be removed I have blantently been told we cant becase your account is past due. I have made payment arrangements to get my bill caught up but cant because no sooner to I aggree to terms and pay my services are turned off so a reconnection fee can be addded to the account. This company does nothing to work with their customers and uses unfair business practices by stating that changes can't be made to an account because it is past due. Last time I checked removing services is an option to make a bill more feesable for the customer.

Desired Settlement: Fix the billing issue remove HBO, remove the reconnection charges

Business Response:

Good Afternoon,

I spoke to Ms. ******* in regard to her complaint.  I apologized to her regarding the TWC policies in regard to past due accounts and their policy of holds for past dues.  I was able to have the TWC Risk Management group release the past due hold on the account so that her services could be changed.  Her services were downgraded per her request and a new promotion for 12 months for $113.24 before taxes (aprox. $119.52) was given.  Ms. ******* will return her HD -Dvr for a HD-Converter.    Because Ms. ******* was continually having a past due issue and her account was getting soft disconnected,  a one time credit was issued of $257.24 to bring her account current. She is aware she will need to pay  full monthly bill by the due date each month.  This will prevent her account from having another collection hold  put on. 

Thank you

******

TWC-Operations

 

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

Complaint: On January 20th i ordered internet services online. i wanted a 15Mbps service. I went ahead and put in my address and the website said services were available. So i finished the order process. I then received an email confirming that i would be enjoying time warner services soon. This however was not the case. I called to see if it would be installed before i left for vacation in a week. The service rep i talked to then proceeded to tell me they could not offer me services. The cable run apparently stops 2 miles up the road. The website is not matching what the reps are telling me.

Desired Settlement: I would like to see the website match what is actually available in my area, and an apology letter saying you were falsely advertising your services. Or and more preferable getting internet services to my address.

Business Response:

Good Afternoon,

I spoke To Mr. ********** in regard to his complaint.  I apologized for the miscommunication that he received in regard to his installation request via online.  Unfortunately the TWC website can never be  100 % accurate in regard to the serviceability of our customers address as there are too many variables and the website is not connected directly to an actual address location or a Time Warner construction or franchise database. Mr. ********** address is not serviceable and the area where he lives does not have a franchise at this time.   At this time TWC has no plans of seeking a franchise or doing construction in this area until the criteria is met for franchises including but limited to a certain amount of homes per mile from the existing plant.  Time Warner apologizes for any inconvenience this may have caused. 

Thank you

******

TWC-Operations

Escalations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not entirely sure how to respond to Time Warner. Basically what i am being told is the whole area i live in is not serviceable. There website says differently. Again i say they are falsely advertising there services. If the website cannot be made accurate. Then don't sell your services off it. Or set it up as a request type form to see if you can get service. Anyway, there was nothing said about fixing the website. And like i said they say they don't even service my area. I am just being ignored, and told sorry, but we aren't going to do anything. So i have put in a complaint to the FTC about them false advertising there services online. 

Regards,

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




2/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was over charged for services during the 2014 calendar year. After repeated phone calls (3 calls) to Timer Warner to complain about this issue they have refused to remove the overcharge.

Desired Settlement: I would like to have the over charge removed from my bill

Business Response:

Good Afternon,

I have been unable to reach Mr. ***** by telephone, therefore a " no contact email" will be sent.

Thank you

******

TWC-Escalations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I called and left a message and responded to an email message.   Waiting for a response.   I have not spoken with anyone direclty regarding this matter.

Regards,

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




Business Response:

BBB ID# ********, TWC ACCT# 1*********

 

Mr. ***** returned my telephone message and we were able to resolve his issue. An account credit was issue for one month of service to Acount # *********. This is the TWC Account of ********* *****, *** ******* **, East Rochester , NY  14445.

Mr. ***** was satisfied with the resolution.

2/20/2015 Problems with Product/Service
2/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called customer service on 3 different occasion (2/2/15, 2/15/15 11:52 am, 2/15/15 12:24pm) in the attempts to change (reduce) my services so I can lower my monthly bill. The first call I was told that services can not be changed unless it was with in 10 days of my billing period (1/22-2/21) and I waited to call back. When I called back on 2/15 11:52 am I was transferred from the first rep after 25 minutes of telling me that my bill was increasing by $25/month and it is billing a month in advance (i assume this would be 2/22-3/21), the rep receiving the transfer said my account was locked and I had to call back after the system reset. I called again on 2/15 at 12:24 pm and spoke for about 40 minutes to a rep who offered a number of deals to me (50 channel tv/ 30mbps internet for $89.97+ tax, 250 channel tv/ 15mbps internet for $94.97 + tax) but would place me on hold and return saying I am not eligible. After that she transferred me to a rep who stated I could not be heard on the phone and hung up. I cannot afford my current cable package and need help to lower the bill. I want less channels and slower internet (not a phone line triple play or free hob... LESS, not more) It seems that there are no phone reps that can accommodate this type of request.

Desired Settlement: I do not want anything for free. I see a number of deals in tv commercials or on time warner's website that I am willing to accept but they are not for existing customers I was told. If I can be contacted via phone or email and given some options of what I can choose from as an existing customer I would gladly and quickly make that choice. The reps on the phone said I would not eligible or didn't qualify to many many options that were discussed for over an hour in total but never once said what choices I did have.

Business Response:

Good Afternoon,

I spoke to Mr. **** in regard to his complaint.  A new promotion was offered for 12 months in the amount of $97.05 after taxes which Mr. **** accepted.  The promotion was applied today and prorated his 2/13/15 statement to $94.48 which he should pay instead of the printed statement balance.  Mr. **** has my direct number for any future issues he might have.

Thank you

******

TWC-Escalations

Operations

 

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,

****** ****




1/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get time warner to respond to installing their service to my home. They told me it was not available at my home, but it is just down the street in both directions. They have had me call a service center for help but they never return calls after leaving messages. According to their service map it is not that far away. You would think that this area being zoned commercial and industrial business would be a smart area to supply internet service!

Desired Settlement: I want a manager or supervisor to let me know why i can't get a good answer on this issue.

Business Response:

Good Morning,

This complaint was handled by our Construction department.  They contacted Mr. ***** on 1/22/15 and explained the cost to get service to his house was approximately $33,396.30 and a cost to him of $29,800.30, that would have to be paid in full before construction could begin. Mr. Allen asked about running cable across the interstate, which isn’t feasible due to time, permits, and cost which was explained to him as well.   Construction has  calculated approximately 18 homes including his that could benefit from the service .  If need be he could evenly divide the cost amongst all of the residences  in order to get service.  At this time he respectfully declined to pay the amount that it would cost.

 

Thank you

******

TWC-Operations

Escalations

 

1/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For the past 6months Ive been having a lot of problems with time Warner cable internet I am paying for turbo internet which is up to 20mbps download speed and im lucky is we get 5mbps download speed I have called them many many times looking for a solution and every customer service rep gives me the same answer they do something on there computer and the speed is back up for about 30min then drops right back off again, or they say its our equipment which its not my husband and I have replaced everything. They have replaced equipment about 4times now and the speeds aren't getting any better and im getting very tired of the customer service and there technical support giving us the same old answers every time with out any results. I have asked for a bill adjustment since im not getting the speeds im paying for and they keep denying me.

Desired Settlement: I want the internet speeds we are paying for consistently and a refund on my bill

Business Response:

Good Morning,

TWC Tier 3 group has been handling Ms. **********'s complaint.  They have reviewed her service on TWC side to make sure TWC end is ok . They  have left her messages on 1/22/15 aproximately 3:00pm and 7:45 pm to reboot her personal router.  Tier 3 will continue to contact Ms. ********** to resolve this issue.  They have also left their direct number to contact for followup.

Thank you

******

Twc-Operations

Escalations

 

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

Additional Notes

Complaint: On January 10, 2015 I called Time Warner Cable at ###-###-#### to obtain service at our new build house at **** **** ***. Gasport, NY 14067. After repeatedly correcting the service agent with our address do to his lack of attention while training another tech. it appeared we were on the same page that I wanted service connection to our home at the address provided. He stated that because it was a new build house that he had to enter the information a different way. after all was said and done he said that we were a go and a tech would be at our home on Friday, January 16, 2015 and we would have extreme internet, cable and phone connection for a price of 89.99 after taxes and fees it would come to about 109.00. he also told us that we would be given a text message or a phone call when the tech would be at our house with a hour to expect him. I thanked him. the Phone number that this was called on was ###-###-#### As Friday, January 16, 2015 at 2:30 p.m. no text was received and no message left on our phones. At this time I attempted to contact time warner cable to see if the service tech was coming to our home. I called ###-###-#### and I got in touch with **** he proceed to inform me that time warner could not connect our home to cable due to the fact that after the survey person checked our home on Tuesday, January 13, 2015 that it was determined that our street didn't enough homes located on it to provide service to our house. I informed **** that information was false due to the fact my old residence was across the street which had time warner cable and that the house next door at **** has time warner cable and the house at **** has cable and that my street has approximate 30 homes on the street. Also 20 feet from my house is the cable line on the telephone pole. He proceeded to inform me that it didn't matter was I told him and that I could get cable at my house if I was willing to pay $20,000 for cable hook up to have cable run down my road because according to the survey department East ave. in Gasport doesn't have a cable line. and the only way I could resolve this issue was to contact the survey and construction number for time warner at ###-###-####. I even offered to take a picture with my cell phone of the telephone poll across the street to prove there was a cable line on the poll. At that time his Demeter changed and was rude as he stated he couldn't do anything further for me and I would have to call the phone number he gave me After leaving a message at survey and construction line I again attempted to contact time warner cable again this time I was informed that the survey crew was on my street the January 9, 2015 and again January 13, 2015 and the techs had the same conclusion as stated be **** this time I asked to speak with the lady's manager which she was hesitant to allow me to speak with him after me warning her that it was her choice to speak with her manager or I would file a complaint did I get to speak with the manager. Deal came on the line and stated exactly what **** and the other young lady said that I would have to contact the survey and construction line and pay to have service brought to my house and because that is what the survey report said and this time I notified him about my former residence and the other three houses within 50 feet of my residence all having cable. At that time he told me because it was a new build that I would have to go to either time warner cable stores in Batavia or Lockport to have service brought to my house that they couldn't do it over the phone.

Desired Settlement: I would like this matter resolved by first Time warner providing service connection to my home at **** **** ***., Gasport, NY 14067 free of charge. Second provide me with the latest package deal for internet, cable tv and phone. and Third provide me with free commentary months of service for giving me bad service and poor customer support from service techs and service managers. Forth acknowledge their mistake and appoligize.

Business Response:

Good Morning,

Mr. ******* was contacted by our Construction/Technical Operations department in regard to his complaint.  They explained that some work needed to be done before his service could be activated.  This work should be completed by the end of next week 1/30/15.  They will then have a direct sales person call him to set up an appointment to have service installed.  TWC apologizes for any inconvenience this may have caused.

Thank you

******

TWC/Operations

Escalations

 

1/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After several phone calls, TWC verified that the equipment they charged me for after disconnection was being rented to the new owner. They said the serial number matched. They did not credit my account as promised. They turned it over to a collection agency and notified a credit reporting agency. When I called today to let them know I filed a complaint with the New York State Attorney General's office, Customer Service told me I had speak to Collections and Collections told me I had to speak to Customer Service.

Desired Settlement: Withdraw the bad debt report.

Business Response:

Good Afternoon,

I spoke to Mr. ***** in regard to his complaint. I apologized to him that this issue was not resolved sooner by the agents that he spoke to previously.  Two accounts were involved with unreturned equipment on both accounts.  Mr. ***** was not aware that he had to return the equipment when he sold his condiminums. Therefore as a one time courtesy I have removed both pieces of equipment from his accounts and this will generate him a zero balance on the two accounts.  I will send him an email this week showing that his accounts are at a zero balance.  I will also notify our collections department to update the agencies involved to update their records that the debt has been satisfied.  Mr. ***** has my direct number if he should have any further issues.

Thank you

******

TWC-Operations

Escalations

 

1/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: CALLED REQUARDING MY BILL AFTER LAST MONTH I PAID THE BILL IN FULL AND HAD A CREDYT OF $0.81 THE FOLLOWING MOTH I HAD A BILL IT WAS $95.19 I PAID THE BILL FOR 96.00 NOW THESE PEOPLE ARE SAYING I OWE $3.29 ANDI FIND OUT THEY CHARGES ME A PROCESSING FEE OF $5.00 WHEN I PAID THE BILL ONLINE THROUGH THIER WEBSITE WITH A CREDIT CARD. ALSO LAST MONTH MY PROMTION WAS TO END DEC 11TH 2014 INSTEAD THEY BILL ME A FULL AMOUNT PRIOR BEFORE THE PROMTION EXPIRED ALSO

Desired Settlement: FIX THE BILL OR THIS MATTER WILL BE RERRAL TO THE NYS ATTORNEY GENERALS OFFICE IF THAT HAPPENS YOU WILL BE CHARGED LEGAL FEE OF $25.00 WHICH INCLUDES DOCUMENTS AND COPYS OF PYMENT RECEIPTS AND POSTAL EXPENSES....

Business Response:

Good Afternoon,

I spoke to Mr. ******* in regard to his complaint.   I credited his account for the $3.95 difference.  Mr. ******* decided that he did not want the turbo internet any more so  that service was removed and a new promotion was given.  Mr. ******* is also aware that there is a rate increase in February.  His promotion will run for 12 months.  At this time he has a credit balance of $27.72.

Thank you

******

TWC-Escalations

Operations

 

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. 

this matter can now be closed and filed away as resolved

Regards,

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




1/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My apartment complex had a contract with Time Warner and provided cable services to all residents. They ended this contract and when they did, Time Warner began directly billing us without our permission or agreement to any terms or contract. I called and asked for the charges to be removed. They said they would. The next bill came and said I had past due charges. I called again and they said that it would be corrected on the next bill. The next bill came and it was still not corrected. I tried calling again to get it fixed and was told to hang up and call back 2 different times with no resolution.

Desired Settlement: I would like my billing account to be adjust to remove the $49.03 in unapproved and unethical charges.

Business Response:

Good Afternoon,

I spoke to the customer in regard to her complaint.   The account balance of $89.03 was waived.  I have sent her an email  showing that the adjustment was given.  TWC apologizes for any inconvenience this may have caused.

Thank you

******

TWC/Operations

 

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,
******* *****




1/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had service with TWC for internet going on about 6 months now. I recently moved to a new address and called and put in an order to have my services transferred to my new address. I was told a technician would be out on 12/16/14 between 5 and 6. I lost hours at work to wait for the technician who never bothered to show up. I then contacted TWC and spoke w/ a man by the name of **** who claimed to be the manager of Risk Services and refused to give me his co ID number and also said there is no manager that was higher than him that he is the gm of that specific dept. He proceeded to tell me they were not coming out due to an outstanding bill I had from 2010 at an address I did not live at and that was also already in a bankruptcy that was filed in 2013 and discharged (chap 7). When he was advised it was included in bankruptcy he proceeded to tell me that my bankruptcy doesn't cover my bill and that I either had to pay it or find internet services elsewhere. I then explained to him that I take schooling online and that I need to be logged into my courses on a daily basis and if I miss 7 consecutive days then I will be dropped from the class and still be legally responsible for the tuition fees and any loans I have taken out. That I also face the risk of losing my NYS Tap and Pell grant. He said he did not care and it was not his problem and just kept insisting I pay the bill. I told him about 5 times that the account was discharged in Chapter 7 bankruptcy and it did not phase him. I tried speaking to someone else as well and they said they could not help me at this time. I do not understand how I have had consecutive service with them for about 6months and never once had a problem about interrupting my services due to a past bill and now that I am trying to transfer the service am being denied.

Desired Settlement: I am requesting for a credit to be made on my bill for the time I have not been able to use the services that are billed to me. I am also asking for a provisional credit for the stress I endured dealing with an error on the companies behalf.

Business Response:

Good Morning,

This issue was handled by our payment services group.   Please see their response below:


Afternoon,

 

Left a message for ****** letting her know that the address is unlocked. When I spoke with her on the 16th I advised that she didn’t need to pay her balance but we simply needed to submit a ticket to have it the bankruptcy verified. Once verified we would allow install. The ticket was submitted and the bankruptcy was adjusted. She just needs to pay her past due balance on her active account and have transfer put back in.  I have noted the account as well to clear any further confusion.

 

 

Thanks,

 

 

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

Payment Services Lead RMS

TWC Midwest/East Regions

 

1/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I renewed service on November 4 2014. Service was to be started with the new promotion after install in December 2014. A price was quoted over the phone for 136.00 with all taxes and fees. TWC charged 207.00 for the December bill. When I called five times and was redirected to serveral different departments with no help I was advised to call again in the morning. I had been on the phone for greater than 210 minutes already. Basically the bill wasn't adjusted and the promotion offered was "not available to be given" in the first place. I spoke to four supervisors and four customer service people unable or unwilling to rectify the problem. The due date for this bill is jan 7 2015.

Desired Settlement: I want the promotion that is noted in their chart from November 4 2014 that I accepted. I also would like a discount on my service for all the time inconvenience and rude customer service in which I was hung up on twice!

Business Response:

Good Afternoon,

I spoke to Ms. ********** in regard to her complaint. I apologized to her for the many hours she had to spend to get her billing error corrected.   She was given a credit of $364.83 (billing issues, install fees, and 1 month service) .  Her account was also set up with a different promotion for $144.82 a month with taxes.  Ms. ********** has my direct number if she should have any further issues.

Thank you

******

TWC-Operations

 

1/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have attempted to rectify problems I experience with my internet service on multiple occasions. IT began when I noticed that the internet service behaved very poorly, even while paying a premium for a better connection. My first encounter with the support team was met with incompetence, the technician assumed I had not attempted to reset or test my router modem device, finally I was transferred to higher level service technician who looked at the specifications of my device and said quite simply, "The router we provided you is not rated for the capacity of internet bandwidth you purchase, get a new one". This was the beginning of unacceptable business practice. I rented this device from Time Warner, it was only rated to handle 10Mbps download speed maximum, while I was paying for 20Mbps. They made no attempt to refund the months of service I payed for while using an inferior device, nor did they attempt to apologize for this mixup. The current issue is that I consistently experience poor connection performing quite simple tasks such as: playing an online game, watching Youtube, using Facebook, connecting to my University Network, etc. I would notice considerable lag in my service, especially while playing online games, yet I pay for service rated higher than I have ever needed in the past to achieve a perfect connection. I also am an IT professional, I manage my equipment efficiently and know when it works, when I attempt to bring the issue to the technical support teams I am met with resistance. They only wish for me to restart my device, unplug my coaxial cables and plug them back in, reinstall my firmware. These are all things that I attempt before calling a technical support line because I am familiar with the equipment. In fact, anyone with mediocre technical knowledge would likely troubleshoot their equipment by turning it off ad back on. Finally, I was refused escalation of my issue because I purchased a third party router modem to replace the insufficient one they provided me. They simply stated, "Call Netgear". I assured them that the device was not the issue, as the issue was happening while using their own device, and the current device is a much higher quality device than the one they provided. The technician would not accept my suggestion that there was either a problem with the cables inside or ouside the house, or that there was network congestion on my street due to a combination of oversubscription and outdated equipment and service lines in my area. The tech would not escalate my call. I will be calling again in the next few days as I reluctantly took the "advice" of the technician and contacted Netgear, who have found no issues.

Desired Settlement: While a refund for the inadequate service would be desirable, I truly would like Time Warner to acknowledge that there is an issue beyond what they are admitting and to send a technician out to test the lines. Following which, there should be a replacement of their service lines. Otherwise, if Time Warner is assure that their infrastructure is not inadequate then they are admitting to throttling my connection while I use specific services (like gaming online). I have performed multiple speed tests on my network, In these speed tests I have tested a few variables: while no one is connected to the network other than my test device = 20Mbps download speed with occasional fluctuating connection while a few devices are connected (3-4) = 19-20Mbps download speed with similar fluctuation while one device is connected playing online game League of Legends = PEAK 10Mbps download speed with severe fluctuation while a few devices are connected and one is viewing a youtube video = between 12-15 Mbps download speed with severe fluctuation If Time Warner denies that these tests are valid, or attempts to describe it as: my personal equipment, fluctuation expected during peak usage times, or as to be expected based on the service I request their business practices be investigated. None of these are valid attempts at rectifying a problem. I would then fully expect a refund for at least a years worth of shoddy service, poor connections, and frustration dealing with their technical teams.

Business Response:

Good Afternoon,

I have contacted Mr. ******** in regard to his complaint.  A service call was set up for  a technician to come out and check his service.  Also our tier 3 technicians have been in contact with him regarding the speed tests .  See their results below. Thank you


 

Called customer , we ran speed test, he is currently getting the correct speeds for turbo. His issue stems from gaming and noticing spikes in Ping and connection lag. After running a few ping tests and traceroutes nothing out of the ordinary was detected. Customer currently has a wifi connection which I educated him on limitations of wifi , specifically for gaming purposes. He also runs multiple programs such as skype which also uses up bandwidth aside from what the gaming may be consuming, this has been known to cause “lag” or ping spikes. It is possible that he is exceeding the bandwidth requirements needed to run all his devices , programs and games.  The spikes in ping , during the tracerts where not significant enough to be noticeable , as the pinging would drop back down within 15ms. Aux will follow up after the trouble call on Wednesday, we will put a monitor on his network, using ServAssure. Utilization is minimal and normal for his area and network. Again the customer is using his own modem/router combo device.

Consumer Response: Better Business Bureau:

Good Evening,

Time Warner has been helpful in troubleshooting this issue following the complaint I made. Although the technicians all were unable to locate a problem, after much troubleshooting on my end I located the issue. The issue was not with Time Warner's equipment or my personal router/modem. There seemed to be a compatibility issue with my laptop, and the modem, or my network card in the laptop is becoming faulty. While the explaination given to me by the technicians was less than ideal at the time, as they said it was 'coincidental', I cannot complain to a great degree because of the obscurity of the problem. However, I would have expected some degree of explanation or demonstration that their/other equipoment was performing as expected. Overall the support I received from their first line of tech support was undesirable. The local technicians were much more friendly, personable, and seemed to want to help me. 
I will call my Time Warner case handler sometime tomorrow if I am not extremely busy at work to update her, and to thank her for her support. I also appreciate the process that the BBB allowed me, as I do not believe I would have received the level of support I was given if it weren't for this process.
I can be reached by phone or email if there are any further steps I should take to close/resolve this case.
Thanks again and best regards,
****** ********



12/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: all phones internet and tv went out on the 24th 25th 26thof November and again on the 3rd of December for several hours causing thousands of lost dollars in dispatching trucks taking new orders and conducting any business at all I called everyday and received the run around at every level. I asked on for a supervisor to call me every time I called in and was told that one would call back with in hours but never did. it is very poor service and will probably be switching to *******

Desired Settlement: I understand that a dollar amount can not be placed on this incident as it would be in the several thousands I would think that this months bill would be returned or not billed at all and some guarantee on repair times can be set up everyday we called it took at least 6 to 8 hours to get a response or a repair that only lasted a hour or so and the service would be out again

Business Response:

Good Morning,

Mr. *********'s complaint was handled by our Business Class Group.  Below is their resolution:

From: ******** *****
Sent: Thursday, December 11, 2014 2:44 PM
Subject: RE: You have a new message from the BBB Upstate New York complaint #********.

 

Good Afternoon,

 

Issue Resolved:

 

Contact was made with *** ********* and he is reporting that it took almost two weeks to restore the service to his business but the services are functioning properly at this time.  *** was offered and accepted a two week service credit due to the intermittent service he was experiencing and the credit has been applied to the clients account.  Please do not hesitate to contact us if you have any additional questions, comments or concerns.

 

Thank You,

 

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

Executive Resolution Team | East Region

Time Warner Cable Business Class
Charlotte, NC 28227

 

 

 

12/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a problem with my bill I got alrm system with the company they did not tell a had to pay for the equipment I was not told about a Visa Card that came with the order my bill was $235 dollors all types of taxes I do not understand I feel like I'am being ripped off can you help me thank you ******* *********

Desired Settlement: I would like for these people not to be able to rip people off and what I'am my money

Business Response:

Good Morning,

I spoke to Mrs. ******** today in regard to her complaint.  She stated she was not informed about the security and video charge of $49.99, therefore, this charge was credited off of her billing.  Recently, a TWC agent told her (when she called in) about a past IH promotion that she wasn't currently eligible for in the amount of $200.00.  With this, an additional credit of $200.00 was given to Mrs. ******** in lieu of this  IH gift card promotion.  I have also explained the $20.00 permit fee and Mrs. ******** is aware that this charge would not be able to be waived.  I have sent by email a screen print of Mrs. Fonville's account to her so she can see verification of her credit balance of  $17.86 and her total credit given of $249.99.

Thank you

******

TWC-Operations

Escalations

 

12/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Oct. 1st i had my sevice switched to my current address and my service has not worked properly since, i've called 10-15 time and they came out several times but never resolved the issuse. Several tech tried to blame the problem on other issuse such as the T.V. settings but when they adjusted the setting and the problem was not corrected then they said it was the HDMI cord, replaced it several times it never resoved the problem but in the midst of the countinualy replacing the HDMI connection they damaged the HDMI port itself (and didn't even tell me i found out because they swicth the port that i was using and after trying to figure out why that input channel wasn't working i found that they swicthed it to a different input channel when i tried puting it back on the original input channel it was very loose), they then said it was the T.V. so i paid for the T.V. repair to come out and check my T.V. set and that was not it (they proved it to me by playing a DVD which played fine and checking the T.V. set in another room which had the same issuse), after being incovienced by TW coming out several times and doing the same exact thing (switching the cable box, and checking the lines) I requested to speak with a supvisor and every time they said one would call me back but never has (and i've requested 5 or more times) i've ask for a number to their coporate office and they always say they dont have one (except one agent over the phone googled it for me but when i call its not a coparate number and they told me they cant help with my issuses) I ve had one tech (Joseph) tell me that 1.) It was normal but when i told him that it didn't play like that before i moved 2.) he told me it was because i was sitting to close to the TV, I told him that it was the same distance 3.) then he told me i don't pay for HD service (implying that since i dont pay extra for it they dont have to supply it 4.) After changing the settings on my TV that it was my TV set itself which caused me extra money having the TV repair man come out 5.) That he couldnt see the same problem on my other TV set but the other tech who he came out with pointed the same issuse out to him, i told ****** at that point that he shouldn't insult me as if i can't see the issuse or countinually acting like he can't see the issuse (because that wasn't the first time initially he said he couldn't see it on my main TV set) or making claims that its other issuses that its not every time he came out it was some how not TW's issuse or problem i think he was a field supervisor be cause he came out several times and the last lime my cable has gotten worse (cutting off in the middle of programsand freezing up ect i called again they were supposed to come out and i haven't heard from them since. i'll also like 2 note that there is a data issue on there end because phone rep told me the last time i called he also gave me two ref# ******** and ******** he said he notated my account throughly he gave me a coparaite office # of ********** but they said they can not help

Desired Settlement: fix the service, repair my TV, and credit my service for all of the incovience it has caused

Business Response:

Good Morning,

Our Technical Operations group has been in contact with Mr. ****** regarding his complaint.  This issue stems from a headend problem and Mr. ****** is aware that it may take some time to correct the issue.  Mr. ****** has the Technical Supervisor's direct number also and the the Supervisor will be in contact with him to keep him updated.

Thank you

******

TWC-Operations

 

12/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I became a customer 12/04/13 with Time Warner Cable. Shortly after sevice was installed i got a shut off notice. What I did broke foot and all I ran and borrowed the amount they said no questions asked. I recieve a letter saying that the promotional special would be up in Dec.2014, so I started calling Time Warner Cable in Nov. to see if I could stay in promotional special to be told that I need to speak to **** In Risk Management Dept. so I called her Dept. to be told that there cutting my service off because of an old bill( they never tried to contact me I have service through them). I told **** i think she's mistaken cause i was current then(so I was confused cause I've been a customer of theres almost a full year and NOONE never even said I owed a bill from the past) so I asked her to pull up my account **** told me to go to Mt. Hope. I did they said they can't do anything with the account only **** now she's sending me in circles cause Time Warner don't let people owe bills like that and they tried to disconnect me a few times in the year so I know they don't. I recieve services from Time Warner Phone, Internet, and Cable and they never tried to contact me if i did owe that! **** said the person that set my account i guess didn't do it right but that's not my fault. I feel that Time Warner Cable has been inconsistent in the amount they said my bill was going to be it never was the amounts. It flucuated. I need Better Business Burea to investigate because i'm being refused my account to be looked at cause i asked **** since calls are recorded could she go back and I was told no it's not fare i've had service for full year and noone said i owed anything but my current bill amount. Please... Please investigate this.

Desired Settlement: I've been a customer since last year and noone has tried to reach out to me and Time Warner Cable has been my provider. That's another reason why I know i don't owe that. I would like for Better Business to investigate this because **** in Risk management refused to pull my account to prove that i owe them anything. I know my bill has flucuated and it hasn't been the amount that i was quoted a year ago.Theres people that don't know how to complain so please look into my case cause theres errors.

Business Response:

Good Afternoon,

I spoke to Ms. ***** today in regard to her complaint.  I apologized for the way she was treated by the RMS supervisor.  A credit of $140.80 was applied to her old account # 1436558-18.  This will bring her balance to -0- for that account.  Ms. ***** will contact me directly after the holidays to make her current payment of $95.47.   TWC apologizes for any inconvenience this issue caused.

Thank you

******

TWC-Operations

Escalations

12/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled service for cable with Time Warner a few weeks after initial installation. I continued my service with them for wireless internet. I cancelled my cable service because, despite several calls with technical support and two attempts at repair, Time Warner could never get the cable service working properly. The internet also did not work correctly initially, but after the first service call that problem was resolved. When I first called to cancel service, they assured me service was cancelled immediately and that I needed to return the cable equipment to one of their locations. I went the next day to return the equipment. Despite waiting in line for over an hour, and having to then leave for an appointment, I was still only 18 in the que. When I returned home later that day, I called Time Warner, and after being on hold for over 45 minutes and transferred several times, I finally was able to speak to someone and was told I would be sent boxes for the return of the equipment to Time Warner. I waited a couple weeks, and having received no boxes, I called Time Warner. I was on hold 20 minutes this time before speaking to anyone, and they told me my service had never been cancelled, but they would cancel it then and I would receive boxes. I still never received boxes. I then used online chat so I would have a record of the conversation, and that agent confirmed that billing had stopped as of 8/5, and that although he could not request the boxes for me, he would have someone from Time Warner call me to have them sent. An agent did call me three days later, and I thereafter received boxes. Time Warner continued to bill me for cable and internet service, and continues to bill me for both to-date. I issued a dispute with my credit card company (Time Warner has automatic billing against my credit card). Two weeks ago, Time Warner shut off my internet service for "non-payment", despite the fact I have more than paid them for that service. I had to call and make a payment then as they refused to turn my service back on or even discuss my billing problem until I did. I then called Time Warner last week as I started to get collection calls again about my past due balance. I explained to them the problem, and they said that as a "courtesy" they would stop billing me for cable as of mid-September, and begin only charging me for internet from then. I explained that I had to cancel my service with Time Warner as it never worked properly, and that I had not used heir cable service with them since July. when I had a new provider install a working system, and I also had a chat transcript from their agent assuring me that I would not be billed again after 8/5. I was basically told "too bad" but assured I would only be billed for internet starting mid-September. Despite this promise, I was again billed against my credit card two days later for cable and internet. Thereafter, I received a call claiming that I owe Time Warner over $400!!! My service was shut off again today. I called, and was told that they could only process payments, not discuss my billing issue. They told me I would have to hang up and call customer service, which I did. However, because I am showing as having a past due balance, the automated system put me through to the bill payment department again. When I asked to be transferred to customer service, they again said they could not, and that I would have to call them directly. I told them that I had done that, but that I was not allowed to speak to anyone as the system said I had a past due balance and put me straight through to them. I was told that there was nothing they could do, and that unless I made a payment, no one would talk to me nor would my service be restored. I am so tired of this run-around, poor service, and endless waits for Time Warner to resolve simple issues. Time Warner has never credited me for amounts paid for a service that never worked, nor did they credit me for the time I did not have working internet until they fixed it. They continue to bill me and shut my service off even though I should not be billed anything for the cable service that I made several attempts with them to get working. I want to be reimbursed for the times they shut my service off and the amounts I have paid for cable service. I agree to pay for internet.

Desired Settlement: To be refunded all amounts paid for cable; to be provided an accounting showing what amounts are owed for internet/ how Time Warner has applied the hundreds of dollars paid.

Business Response:

Good Morning,

I have been unable to reach Ms. **** by telephone or email. Therefore, I have sent her a "no contact" letter by mail.

In regard to Ms. Dukes complaint, I have removed her cable services from her account and corrected her billing back to August 16, 2014 when she came into the office and was unable to return the equipment.  I have also applied a new promotion to her internet service starting August 16, 2014 and will run for 12 months from that date to aproximately August  of 2015. 

If Ms. **** has any further questions she may contact me at ###-###-####.

Thank you

******

TWC-Operations/Escalations

12/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Earlier this week, I contacted TWC about services they provide. I initially wanted to downgrade my cable. I was offered a cheaper deal that included phone. I was very clear in indicating I needed a copper wire phone line, that I was not interested in this deal if this was not possible. I was assured by the rep that TWC could do either digital or copper wire land line. Today I discovered our phone line was dead. I contacted TWC by chat and the rep said we were supposed to have called TWC customer service to verify the switch. I had never been told to do this by TWC. I indicated this to the rep, and that so far I was disappointed in TWC customer service considering my phone was cut off without warning through no fault of my own. The rep did not respond to my concerns and abruptly cut off the online chat, which was both rude and unprofessional. I then called the TWC customer service number only to discover that TWC do not, in fact, support copper wire land lines. After some checking the rep came to the conclusion that the best path for me to take would be to call the original carrier directly to have the TWC switch order canceled. The TWC rep gave me a phone number that for the other carrier that was incorrect - was not even in service. I then had to spend time trying to find the correct phone number. After a lengthy time on hold, a very helpful rep from the other carrier spent over 30 mins or so on the phone with me to straighten things out. I am unclear why the TWC rep was not willing to make the call instead of me, when it was a TWC issue. The rep from the other carrier processed my somewhat complicated issue in a very professional manner. My phone service will not be reconnected until 12/3/14. I will have lost phone service for nearly 2 weeks. This is all due to completely erroneous information given to me by TWC. Most worryingly from a consumer protection point of view, this false information had persuaded me to change over to TWC phone service.

Desired Settlement: Letter of apology. At least one month of complimentary TWC cable and internet service as a token of regret for the extreme inconvenience of losing phone service for two weeks, the rude and unprofessional customer service experience I had with TWC today, and the more than 2 hours of time I spent this evening on the phone and computer trying to straighten this TWC-generated mess out.

Business Response:

Good Morning,

This issue is was handled by our Digital Phone department. They worked with the customer and *******.  Their telephone number was ported out to ******* on 11/26/14.  A credit of $50.00 was also issued.

 

Thank you

******

TWC-Operations/Escalations

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

Additional Notes

Complaint: I had signed up for Time Warner cable to avoid using over the air Antenna service given the fact my employers service is not available where I live. They sent me a self install kit that arrived on 11/18, but did not work. I called and spoke with someone in Manila that night, and that advised me the tech was scheduled for 11/16 to activate the line and did not show due to them being over booked. I called back and spoke with someone in Syracuse, NY that advised the tech was scheduled for 11/19. The service has not worked I called several times after to get the box activated, and had no luck. I had the box replaced at the Mt Hope store and upgraded to the HDDVR. When I got home I hooked up the box and it still was not working. When I called tech support they scheduled a tech for me and advised I would not be charged due to the problems I have had. The tech came out and determined the line was bad and had to escalate. I have not heard yet the status of this, yet every time I call I have to talk with someone in a foreign country. I reached out to cus***er service noticing the tech fee was on my bill. Spoke with a manager regarding this, and inquired about the status of the line being replaced. The Supervisor stated the ticket was closed out and nothing was done further.

Desired Settlement: I want to be contacted with the status of the cable being replaced and my first month of cable service credited to my account.

Business Response:

Good Morning,

Mr. *******'s complaint was handled by our Technical Operations group supervisor ***. Below is his response: 

"The wire from the lock box was replaced through the attic on Saturday (at the customer’s request) 12/6/14. The line was chewed in the attic of the apartment complex. This is a common problem here as they often get squirrels in the attics."

 

 

 

Thank you

******

TWC-Operations/Escalations

 

Consumer Response:

Here is my main concern, It took the field techs approx 3 weeks to resolve this issue. I am entitled to a credit to the problems I have experienced. Time Warner is luck that Frontier is not offered in that area.
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,

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




12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Madam/Sir, On 11/19/14 I made a payment of 35.00 at the TWC store. My balance due was the remainder of 36 dollars and some change 11/21/14.On 11/22/14(Saturday)@ 1pm. my service was shut off. I immediately contacted time warner cable and I was on hold for an hour. I finally got someone on the line(human)she then informed me that I owed 157.99 to get my service back on. I was livid! I never even received a shutoff notice or a phone call. And to make matters worse the representative was rude and impatient. And she hung up on me. I called back immediately and I was on hold for another 1 1/2. I again got someone on the line.(human) They were rude and impatient.The ONLY alternative they gave me was my banking information and quite frankly I didn't feel comfortable giving it to them. I DONT TRUST THEM. I have been a TWC customer since 2005 if not before. And I didn't get good customer service from twc. I went without cable and also internet for the whole weekend. To say the least Im not happy. So on 11/24/14( Monday)I called TWC again to see if they can help with my service. The same as Saturday, Monday was worse so seeing I needed my internet esp. to work I had to give them a post dated check against my better judgement; A one time payment. Once again: I WAS NEVER INFORMED OF THE PAST DUE AMOUNT OF 157.99 when I made payment arrangement 11/19/14 Wednesday. The supervisors down to the representatives rude and impatient for the most part. And if I could change cable companies without paying them another thin dime; I would jump at the chance. Customer service is about the customer not them. And just to make it clear the representatives that are in the store(inside the store) are friendly and courteous. But not the representatives @ the ###-###-####,###-###-####. Big difference!!! And that's the reason I ALWAYS make my payment in the STORE. A VERY,VERY, DISSATIFIED CUSTOMER. I want this settled.PLEASE RESPOND.

Desired Settlement: I as a customer I want a reduced monthly bill as of 11/24/14. And good customer service ALL AROUND.

Business Response:

Good Morning,

I spoke to Ms. ********* in regard to her complaint.  I reviewed her account with her and explained that her account was currently past due.  Ms. ********* was aware of the past due amount and did make a post dated payment arrangment for 12/2/14 in the amount of $157.99 (this payment will not her full bill which is $205.79). Ms. ********* stated she doesn't trust TWC to do post dated checks by phone. It was relayed to her that the only way to avoid collection arrangments and interruptions to her service she will need to pay her bills by the due date each month. She claims that no one ever notified her of a pending disconnect.  After reviewing her account, TWC has record of  a delinquent letter sent on 11/4/14, email 11/3/14, text on 11/7/14 , 11/11/14 internet dlq notification, automated calls  10/28, 11/4, 11/6, 11/8, 11/10, 11/12, 11/13/2014. 

I also apologized on behalf of TWC, because she felt her calls were not handled properly. 

Ms. ********* also wanted her account to be granted a new promotion eventhough she  just recieved a retention promotion on 11/19/14 (she was told by the agent at that time that she did not qualify for "NEW" customer promotions) .  I explained that I could not give her another promotion until her bill was paid current.  She proceeded to call me a "piece of work"  etc.

This issue has been closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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


11/30/14

Dear BBB, I received a telephone call from Time Warner Cable on 11/26/14. The management on the phone informed me that the customer service was third party representatives. They don't work for timewarner cable. I explained my problem to her and she was at first apologetic but she than became as rude as the customer service dept. Once again I was never notified by phone, text, mail, email or any other way so therefore she is telling the untruth. And the balance I was told was 157.99. somehow the balance keeps changing. But she is right I don't trust Time Warner Cable as far as I can throw them. And if I could I would get rid of them altogether I would and switch to The Dish.  Still a dissatisfied customer.

Business Response:

FINAL RESPONSE :

Good Afternoon,

Our original response remains the same.

I spoke to Ms. ********* in regard to her complaint.  I reviewed her account with her and explained that her account was currently past due.  Ms. ********* was aware of the past due amount and did make a post dated payment arrangment for 12/2/14 in the amount of $157.99 (this payment will not her full bill which is $205.79). Ms. ********* stated she doesn't trust TWC to do post dated checks by phone. It was relayed to her that the only way to avoid collection arrangments and interruptions to her service she will need to pay her bills by the due date each month. She claims that no one ever notified her of a pending disconnect.  After reviewing her account, TWC has record of  a delinquent letter sent on 11/4/14, email 11/3/14, text on 11/7/14 , 11/11/14 internet dlq notification, automated calls  10/28, 11/4, 11/6, 11/8, 11/10, 11/12, 11/13/2014. 

I also apologized on behalf of TWC, because she felt her calls were not handled properly. 

Ms. ********* also wanted her account to be granted a new promotion eventhough she  just recieved a retention promotion on 11/19/14 (she was told by the agent at that time that she did not qualify for "NEW" customer promotions) .  I explained that I could not give her another promotion until her bill was paid current.  She proceeded to call me a "piece of work".

This issue has been closed.

12/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company over billed by 657.00 and was unwilling to offer compensation. Spent hours of the phone with no resolution. Billing error was by Time Warner Cable. Even after billing error was brought to their attention, they shut off service. Did not want to refund money, but offered "credit." Very poor customer service, poor response time, very unprofessional

Desired Settlement: Refund, apology and compensation of services

Business Response:

Good Morning,

This issue was handled by a TWC agent.    A payment was applied to an old account in error.  As of today, this error has been corrected and the customer was credited for one month service and the reconnection fee was also credited.  The customer at this time has a credit balance of $290.72.  TWC apologizes for any inconvienence this may have caused. 

Thank you

******

TWC-Operations

Escalations

 

12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been receiving multiple calls a day from Time Warner Cable, but there is never anyone on the line, just dead air. For the past two weeks, i have received at least 2 of these calls each day. I called the company on Thursday and spoke with a representative who told me that my cell number was associated with two accounts that are not mine. They told me that my number would be removed from those accounts. Over the next 2 hours, I received 2 more "hang up" calls from Time Warner, after they had told me that my number was removed from the accounts. I called back again to have this taken care of again, wasting more of my time. My problem with Time Warner is threefold, 1) why are they calling ANYONE and just hanging up multiple times a day- I feel this is bordering on harassment and 2) why was my number on 2 other peoples accounts and 3) why did it take me 2 phone calls to resolve this issue?

Business Response:

Good Afternoon,

I spoke to Ms. ******* in regard to her complaint.  Apparently, her cell phone number was associated with the previous owners of the cell number in our data base and that she was getting hangup calls.  TWC apologizes for any inconveinence this may have caused. I reviewed TWC database and this issue has been corrected and her cell phone number was not added to her account.  If she continues to get these type of calls she will need to contact her cell phone provider for resolution.  She also states she received an erroneous email from TWC to her email address.  I explained that per our database we do not have that address for her on her account.  However, she may need to check her My Services account to see if she used that email address there.  Also I explained that he may have been just an error with someone by a similar name who mistyped their email and it was sent to her by mistake.   

Thank you

******

TWC- Operations

Escalations

 

 

11/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I turned in my equipment when I moved to Freedom NY back in Nov. 2010 and had -0- bal on my account. Just recently I checked my credit karma which I do often, and I found a collection from AFNI /Time warner cable for $670.00. I called Time Warner and they told me it was for equipment. I told them I turned in my equipment nov 2010. They told me they will do a search on my equipment, I said don't you do that before messing up somebodys credit and he told me that it would take to long to do a search for everyone.. They wait till they call in and then they do a search. Well they did a search on my equipment and never called me back as promised. I called them back and they said they did a search and my equipment was not located. They told me I have to come up with a receipt or pay the $670.00 or they will not remove from my credit report. Well I do not have a receipt. I know I turned my equipment in and I even had a witness my now wife. A Judge..... This issue has caused me major credit issues and personal grief. I am seeking legal advice as we speak. I hope there is a way to get this matter straightened out. I also talked to one girl at Time Warner Cable and she told me things are messed up because of ne owner comcast. I don't think after all this time they should expect me to have a receipt. The should they are the business. I never got a bill or anything sincs nov. 20`10... It just popped up out of nowhere.

Desired Settlement: Want this off my credit report ASAP and explained not my fault! With a letter sent to me!

Business Response:

Good Morning,

I spoke to Mr. ******* regarding his complaint.  The equipment in question was removed from Mr. *******'s account.  A manual credit was given to zero his debt.  Mr. ******* should allow up to 60 days for the collection agency to update their records.  TWC apologizes for any inconvenience this may have caused.  Thank you

******

TWC-Operations

Escalations

 

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 am only concerned that this will be removed from my credit report. I feel very comfortable that it will, but this would be my only issue. ****** from Time Warner was very pleasant to talk to and she followed up as she promised!
 
Thank You! This matter was resolve very quickly thanks to Time Warner too!! 

Regards,

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




11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called regarding multiple billing issues and inevitably the hold time for this company, regardless of time of day, exceeds 30-40 minutes. Fortunately, I am not on a limited minutes plan with my cell phone carrier, but what about the elderly and poor people who are... should they simply give up because they can't afford to wait on hold? This happens every single time I call.

Business Response:

Good Morning,

TWC is aware of long hold times during peak hours and is working diligently to resolve this issue.  TWC apologizes for any inconvenience this may have caused.

Thank you

******

TWC-Operations

Escalations

 

11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Time Warner (my TV cable provider ace. # ****************1) requisitioned Frontier
Communications (my phone and Internet provider) to relinquish my phone service to them
without my OK. Time Warner's actions violated my contract with Frontier which includes an
early termination fee of $200.1 was able to get Frontier back as my phone and Internet
provider but I want Time Warner's to reimburse me the $200 early termination fee they
required. I have talked to several customer service people from Time warner at ###-###-####
about this mistake. I was told by **** that because of their error they would credit my account
$25. But that still leaves $175 I would like reimbursed.

Desired Settlement: $200 early termination fee.

Business Response:

Good Afternoon,

I spoke to Mr. ******* in regard to his complaint.  I explained that TWC would not be able to credit his account $200.00 without further investigation. I did offer him a 1 month service credit of $20.17 which he accepted.  He also previously received a $25.00 credit from a lead agent.  Mr. ******* will pursue credit with Frontier as he returned to their company and Frontier promised to waive the ETF.  Mr. ******* does have my number if he needs assistance further with this issue.

Thank you

******

TWC-Operations/Escalations

11/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: time warner offered me a new package after i explained to them that my old one was too expensive so i went ahead and completed it and have had nothing but problems ever since- i have talked to numerous people on the phone there and get a different person and answer all the time-- they told me in the new package that turbo internet was included and when i got my bill today they are charging me for it and they told me if i did not want it i could get rid of it but would cost me alot more due to it being part of the package- so they are charging me for something that was supposed to be in the package deal - so they out and out lied about what i am getting, then upped my charges to 162 a month versus 137 -- they are not truthful -

Desired Settlement: want them to charge me what they initially told me- 129.99 a month and not 162 a month or more-- their practices are very deceiving and not truthful --

Business Response:

Good afternoon.  I was able to reach out to Mr. ****** and left him a message on November 10, 2014.  I added a new promotion to his Time Warner Cable account bringing his monthly rate to 133.19 after taxes per month for 12 months.

I apologize for the inconvenience this issue has caused.  Thank you so much for your patience.

 

11/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My problem originates with a prior residence, at which I had Time Warner's services. This was 2009. When I moved, I chose not to transfer my Time Warner services and went with other providers. Equipment was returned, last bill paid and I thought I was done. July of this year, I attempt to switch back to TW for their all 3 in one service. After speaking with someone online for 45 minutes, she tells me that since she sees an "old balance" under my social security #, she can't set up a new account for me. She gives me the name of a gentleman in risk management to speak to. I speak to him in July of 2014, he tells me that there is a balance of over $500 on my old account. Never tells me why I have NOT heard anything about this until now. Offers me a special "settlement" to pay 1/2 and that will take care of it. I tell him no. I don't believe I owe this and he can't tell me where the balance comes from or send me anything. Approximate 2 weeks after speaking with him, I receive a letter from a collection agency demanding payment. I send them a letter requesting DETAIL of how/what this balance is. I wait 30 days and hear nothing. So, around the beginning of October, I log in to their website and attempt to order their services. I am given an install date/time and find a great deal. Day of install, nobody shows or calls. I spent countless hours on the phone over the next 5 days trying to get to the bottom of this. The day before my install is rescheduled for, I receive a phone call from their risk management department stating that until I pay the $500 balance, my install has been cancelled. I have spoken with numerous TW employees, NONE of which have been any type of help to me. The last person that I spoke with was a young lady in risk management who said that because I paid my bills so slowly, there was a balance from 2007 (?) of some sort. I ask her to print out a copy of my old bill/statement, SOMETHING that can give me an idea of whether this is a legitimate debt. She tells me that she "can't do that", but if I pay 1/2 of the balance and keep my account current ( providing they install services now ), they will write off the remainder. I am a very educated woman, who, like most other people, will NOT pay a bill, just because someone says I owe them money. The collection agency was unable to provide me with anything and now TW is unable to provide me with anything. I am not paying anything on this "balance" without proper justification! This is absurd! I need faster internet to be able to work from home and TW has a monopoly on the market.

Desired Settlement: I NEED to have Time Warner's internet services to be able to work from home. My current provider is insufficient to meet the up/download demands that I will need. The cheaper cable is a perk, as well. I would like for Time Warner to stop holding this issue against me. Not one of their employees ( outside of risk management ) said anything about a balance when I attempted to set up new services. I find this unacceptable! How unprofessional to give someone, not one, but two install dates and make them sit around waiting for 4+ hours, all the while, nobody plans on coming!

Business Response:

Good Afternoon,

This issue has been closed. I spoke to Ms. ******** in regard to her complaint. I waived her balance of  $514.58 as no one could provide her with a detailed description of what she owed.  Mrs. ******** also reconnected with service. 

Thank you

******

TWC- Operations

 

11/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A time Warner cable technician came to my home informed me that if I did not pay him $140 my service would be disconnected. I paid him the $140 he asked for my email to send me a receipt via their emailing system. I gave it to him and he left. He later called me asking for the remainder of the balance I owed and I told him I would just pay it over the phone and he told me I couldn't do that I had to pay him cash. I called twc informed them of this they told me everything would be taken care of and they would credit my account $140 which they still have not. I have since called many times and spent hours on the phone trying to resolve this and being told several times it would be taken care of. Until today when they told me I need proof because their technician denied ever receiving payment from me. I informed them that there were several people present that witnessed me give him the money and ask for my email.. apparently that is not good enough for proof for them nor is the fact that my internet was supposed to be turned off that day but remained on for several more weeks with no explanation. I am severely frustrated by this situation and the fact time Warner cable had a thief in my home and fails to own up to their mistake even after several recorded times of them telling me I would be credited the $140.

Desired Settlement: To have my account credited the $140 I worked very hard for. An apology for letting a thief they hired into my home and spending 6+ very frustrating hours on the phone trying to resolve the situation to no avail.

Business Response:

Good Morning,

This issue has been closed.  I have spoken to the Manager of Payment services and he states that there was never proof that the technician ever received cash from the customer's boyfriend Mr. *************, Stating that when our technician went to the customer’s home, the boyfriend advised us he didn’t have the money and then the customer later called in stating that  her boyfriend paid.   The customer was also advised that they needed to take a receipt to the front counter. 

 After continual calls by the customer they did manage to get a lead agent to credit the account in the amount $140.00 without any proof of payment.  As a courtesy we will not remove the credit and it has been noted that as of this time Mr. ************* has not produced a receipt that he paid $140.00. 

Thank you

******

TWC-Operations

Escalations

 

11/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Was promised a TV, Internet (50 mbps) and phone package for just over my current bill of $104 with no install fees and movie channels for 3 months. They charged me an install fee, passed me on to 4 different customer service agents and in the end I ended up canceling my service and they didn't even care to try and keep me. I find out my package would cost over $160 + not $104. This is bait and switch.

Desired Settlement: Deliver on your promises.

Business Response:

Good Morning,

Unfortunately we have been unable to reach Mr. ****** by telephone.  Three messages have been left (10/20, 10/29 & 11/5/14) with no response.  Mr. ******'s account was corrected on 10/20/14 with the correct promotions below for 12 months.

 Campaign: SSDBLSTDPREFERTV6999X12,SSEQUIP0X12, SSULTIMATE10X12,  SSSGLPHNNAT999X12   

The monthly rate is $95.50 before taxes. Also his installation fees were waived on 10/20/14. The balance on the account as of today is 0.   The customer's account is all set.

Thank you

******

TWC-Operations

Escalations

 

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

Additional Notes

Complaint: I had internet service at *** *** **** ****** *** *, Amherst NY 14221 for 3 years. I moved to *** ********** *** *** ** Fairport NY 14450 beginning 09/2014, at which time I called Time Warner Cable to transfer internet service. After getting hung up on, several extended wait periods and being transferred, I opted to set up service via the internet and went to my local store to pick up a cable modem. At this time I explained that I wanted to transfer service into my roommate's name, who is still occupying residence at *** *** **** ***** and utilizing the internet there. I was told that they would be unable to do this at that time, and instead asked if I could cancel service and a representative agreed, and said I was all taken care of. I went home and started using my internet service at my new home. I also received several notices threatening to cancel service due to non payment, despite paying my first month's fee being paid for via internet (otherwise how would I have been able to start service at my new address?) The notices read as follows: ******* *******, Thank you for placing your Time Warner Cable order. We were unable to complete your order with the information you provided. Please call us at ###-###-#### so we can proceed with your service order. Be sure to have your order confirmation number 2********* and the four-digit PIN you created during your online order ready when you call. We look forward to hearing from you so we can complete your order. Each time I received a notice, I contacted support who could not figure out what the issue was. I contacted them 4 times total for this and received 4 emails with the subject line of: Please call us to avoid cancellation of your order . Each time I contacted them, they did not make me aware that internet service was still active for BOTH addresses. Thinking the situation was addressed, one of my credit cards was changed due to a suspected fraud alert by a merchant and a new card was issued. I received a statement from Time Warner Cable for service period 10/17-11/16 for a total of $169.00 and was subsequently charged a credit card payment rejection/denial fee due to Autopay not going through. Thinking the situation was taken care of, I called Time Warner as soon as I received this letter. I was told that internet was still in my name for both addresses. I explained the situation and was transferred a total of 6 times, wasted over 45 minutes, and was told that they could not transfer service. I asked if I could again, cancel. I was finally transferred to a retention representative who explained that she could not access my information due to someone else being in my account and it being locked. She told me I would need to contact support later.

Desired Settlement: I want service cancelled at *** *** **** *****, Apt 2, Amherst NY 14221. I do not want to be charged for service I have not utilized. I would like an adjustment made to reflect that I ended service beginning 09/01/14.

Business Response:

Good Afternoon,

This issue has been closed.  After several attempts to contact the customer by telephone were unsuccessful a no response letter has been sent.

A disconnection was set up on the account effective 9/1/14, however, to avoid a extra fee TWC will need to know what happened to the SB5101 MOTOROLA SURFBOARD MODEM Serial # ************ that was being used at this location. The customer will need to return this equipment as soon as possible to their local Time Warner office.

Thank you

******

TWC-Operations/Escalations

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 
I did receive both a phone call and a letter explaining that the situation was resolved. As explained to customer service, the modem is located at the old address with the following individual:
 
******* ****r, *** *** **** *****, Apt 2, Williamsville NY 14221. I am unsure of whether service is being utilized by this individual at this time - she is the person whose name I had initially attempted to transfer service to.
 
Additionally, I received my bill at my new address today and saw that I have a 100.59 charge which is described as a "balance transfer to new account". Clearly this situation has not been rectified; it has only been transferred to my current account.


Regards,

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




Business Response:

Good Morning,

Until the modem from account # *******-06 is returned the $75.00 will remain on the account.   Ms. ******* was sent a no contact letter with our direct number to contact to discuss this matter.  As of today's date she has not called.

Thank you

11/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I spoke to Time Warner on several occasions to have service to my Internet. After being on the one for one hour, they scheduled a service technician to come out to our house on Tuesday, October 28, 2014 from 4pm-6pm. I took a half day off of work and no one ever showed up. When I called they said you have no appointment. I spoke to Supervisor (****--his badge number is *******) on Tuesday evening and that conversation lasted 1 hour and 41 minutes! He scheduled an appointment for me on Saturday, November 1, 2014 from 8am-9am. I once again took off of work in the morning and no one ever showed up!!!!!! The work order number was : *********.

Desired Settlement: I lost $700 in my salary as a result of taking off of work to only have broken promises!!!!!

Business Response:

Good Afternoon,

This issue has been closed. Mr. ****** was contacted by the Escalation Team Supervisor in regard to his complaint.  A 1 month service credit in the amount of  $171.00 was given.  TWC apologizes for any inconvenience this issue may have caused.

Thank you

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,

***** ******

11/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called the cable company to get service installed in my new address. After speaking with them and getting one price over the phone when the technicians came I was charged another price. I been a customer for over 3 years and out of no where they said I had to pay a deposit. No one mentioned that at any given time. Also they told me one price for the service with 2 cable boxes and then charged me more for 1 cable box. I spoke with the supervisor named *** and I got nowhere. He said they can't change it. That it was the salespeople who gave me the wrong info.

Desired Settlement: After the frustration and runaround they gave me changing and adding the amount I was told in the beginning I feel they should credit me 2 to 3 months of free service. If I have to be on time and pay what the bill is, they should be responsible as well.

Business Response:

Good Morning,

This issue has been closed. I spoke to Mr. ****** this morning in regard to his complaint.  I apologized  that this issue wasn't taken care of yesterday when he spoke to a supervisor.  Mrs. ******'s account was updated with a different promotion to reflect 2 converter boxes that he should have received initially (he will pick up the second converter on Friday).  Mr. ******'s account was credited $20.00 for the late arrival of the technican on the install and $25.00 in regard to his billing issue.   Also the deposit fee of $50.00 was waived.  TWC apologizes a for the inconveinence this issue may have caused.

Thank you

******

TWC-Escalations/Operations

 

10/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Back in July of this year, I looked into upgrading my Time Warner services. While logged in on the website, I saw a number of special offers with incentives that were available based on my account... and I called in to verify that I did in fact qualify for a Dell 2-in-1 laptop if I upgraded my account to a Best Double Play Premium. (Whole Home DVR, more channels, faster internet, etc.) I chose to upgrade because of that promotion that was offered, and sold my laptop in anticipation of the new one. The only terms that were explained to me is that I could not make changes to my account, and I had to be in good standing for 90 days. Time Warner made a mistake during the upgrade. I was supposed to get HBO and Showtime but they messed up and gave me HBO and Starz. I was told that I could NOT change it because I would lose the promotion (2 in 1 laptop.) So I left it as is, intending to change it once I received the promotion. 3 months later, I call to find out when I can expect to receive the laptop or redemption code. My case was escalated and I finally get a call back from the "rewards department" which is claiming I do NOT qualify for the promotion because I am not a new customer. There may be a lack of communication between the sales department-- which manipulated me into adding services to nearly double my monthly bill-- and the department that actually provides the rewards. That miscommunication is not my fault. I made decisions based on information that was told to me and so I expect to receive the laptop. I followed the terms that were explained to me (don't make any changes to the account, pay my bill on time, etc.)

Desired Settlement: The Dell 2-in-1 laptop that was promised to me... the reason I upgraded!

Business Response:

Good Morning,

I spoke to Mrs. ***** yesterday in regard to this complaint.  After reviewing her account and the terms and conditions it was determined that Mrs. *****'s account did not meet the qualifications for the promotional product (Please see the Terms and Conditions below). 

Mrs. ***** insisted yesterday that she was told by several agents and chat that she qualified. I explained that if she was a new customer with proof of switch she would qualify with the package that she has.  However she was already a double play customer just changing HSD speed and Dvr capabilities which does not qualify her for the promotional item even though she was eligible for the campaign discount on her services .

Below are the terms and conditions for the dell promotional product that Mrs. ***** is also aware of.   These conditions specify - Registration, redemption code, proof of switch, remain in current status, etc.  Eventhough Mrs. ***** did not follow the T&C and because she was apparently misinformed TWC allowed her to be placed on the promotional products exception list for Friday 10-31-14.  Mrs. ***** is aware that it may take 3-4 weeks to receive her promotional item.  Also Mrs. ***** was offered a $300.00 bill credit yesterday in lieu of the dell but flatly refused that offer. 

 

2014 Dell Promotion Terms and Conditions

Dell Inspiron 11 3000 Series 2-in-1

Dell Inspiron 11 3000 Series 2-in-1 (Dell Inspiron) offer expires 10/19/14 or when supplies run out, whichever occurs first. Dell Inspiron is available to new subscribers, existing Video only subscribers or Phone only subscribers who purchase Ultimate Internet only, plus new subscribers and Single Play subscribers who purchase or upgrade to a Starter TV/Ultimate Double Play, a Best Double Play or Best Triple Play, Intelligent Home Best Triple Play or Best Quad Play, SignatureHome® or Signature Home® Premium View. Also available to Existing Double or Triple play subscribers upgrading to SignatureHome® or Signature Home® Premium View. Go to twc.com/delloffers for details on these packages.

Within 30 days of service installation or no later than 11/19/14, whichever comes first, you must go to www.twc.com/betterreward and complete registration using the redemption code you will receive by email and/or mail and by uploading a bill from your previous service provider showing the service(s) you are cancelling (bill must be dated within the last 90 days from date of registration) or proof of current college student enrollment. You must provide proof of switch from previous provider for services comparable to those selected. Comparable services do not include wireless telephone service or online-only video subscriptions. You must remain in good standing and maintain all services for a minimum of 90 days after installation.

Once registration is complete, you will receive an email after the mandatory 90 day service period asking for verification of your shipping address. Once you verify your shipping address, Dell Inspiron will be shipped to the registered address within approximately 10 days. Dell Inspiron is subject to manufacturer’s original warranty. See materials accompanying Dell Inspiron for additional important information. Limit one (1) Dell Inspiron per eligible account and this offer may not be combined with any other offers.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I want to respond now, but apparently it will take 2-3 weeks until I can ultimately determine if I will accept or reject the defense. When I spoke on the phone with this person, she made it clear that even though she put my case through as an exception (which took a LOT of arguing) it will probably still be declined because I do not qualify according to those terms and conditions. Yes, I have read those terms NOW that there is an issue but the problem I have is that there is an issue to begin with

 
I was promised, multiple times, this reward. I was told that I qualify. The ONLY terms and conditions that were explained were to keep my account in good standing for 90 days without making any changes to my account. Even though Time Warner messed up with the channels they gave me, I did not fix it because I was told that it would make me ineligible for the reward. I always pay my bill well in advance. Yes, I was an existing customer who upgraded to the Best Double Play Premium package which I only did BECAUSE I was told that I would receive this exact incentive (A 2 in 1 laptop) if I upgrade to that exact package.
 
I do not want to fight this for some consolation prize and I want to be very clear about what I am upset by. There is a mistake on their end, not mine. Had the salesman or customer support given me these terms and conditions initially or given any doubt that I was eligible, I would not have upgraded my account. I am insistent because I was told that I qualify for it, and now I am being told otherwise. +
 
I should not have to fight so hard... I am a paying customer. I don't care if this company is too big to care if they lose my business... this is not a good company to do business with because they do not stand by their promises. A simple "sorry, I can't help you:' is not acceptable in this situation. Neither is "I will try, but I can't promise anything and if you don't accept this consolation prize then you probably won't get anything at all."
 
The only acceptable resolution here is that I definitely receive the reward I was promised as an incentive to upgrade my account. Not "maybe" and not "probably not". Definitely. Anything else is a deception on Time Warner's end for promising something and not following through. 
 
To make it even worse-- now that it's been an issue-- I have found so many people that have this same exact complaint .
 
 In addition to the only resolution that I will accept, I would also like to suggest that Time Warner review this strategy of offering an incentive-- they should make sure nobody is ever promised a reward if they don't 100% qualify for it, AND that the full terms & conditions are provided for the customers upfront.... because the terms that ARE given and the terms that are later used against you are very different. This is shady and manipulative. It might be miscommunication between the two departments, but it is a common problem that clearly continues to exist.  If somebody is not eligible for a reward, they should be told so at first... not find out 90 days later when they are forced to fight for it.

Regards,

***** *****




Business Response:

 

FINAL RESPONSE

 

 

TWC has closed this issue.   TWC in good faith has added Mrs. ***** to the exception list for 10/31/14 for the Dell 2-1 product.  As explained to Mrs. ***** this is not a guarantee but we have done everything on TWC end to allow her to get this promotion.  

Thank you

10/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On September 25th, my bank account was charged for a monthly payment that was not authorized for the amount of $166.20. Due to a previous dispute with the company, our account had a credit of $600 and should not have been charged for the month of service. My husband and I have spoken to representatives several times to resolve this and have gotten false information every single time. We were first told to bring a statement showing the charge into Time Warner Cable so the adjustment could be made. We did so, and then were told they could not reverse the charge. We were told we needed to wait for a check to be mailed to us. We were told several times that the check was mailed out to us on October 2nd. When it did not arrive, we called and talked a representative who assured us the check would be here by 10/6-107. When it did not arrive, we called back to check the status. We were once again told it was mailed out on October 2nd and should arrive any day. When it still did not arrive, we called back to verify the status of the refund. Yet another representative stated it was mailed out on the 2nd, and should be to us no later than October 20th. When we questioned where the check was mailing from that it would take almost 3 weeks to reach us, the representative could not explain. After requesting to speak to a manager, my husband was told that every representative he had spoken to up until that point had given him incorrect information. The manager advised that the check has not been issued yet, and will not arrive until the very end of October. After several failed verbal commitments of when we would receive our refund, my husband and I are very frustrated with how this has been handled by Time Warner and the misinformation that their representatives have provided on several occasions. Our request is that the refund be made immediately back to our account in the same manner it was taken, or we will be filing another complaint with the Attorney Generals office.

Desired Settlement: I would like the money returned to our account withing 3 business days in the form that it was taken.

Business Response:

Good Morning,

I have been unable to reach Ms. **** by telephone in regard to this complaint.  However, she recently had another complaint for the same issue. I have sent her an email in regard to her complaint. Please see below:

 

From: ner.operations
Sent: Thursday, October 16, 2014 3:48 PM
To: '*******************
Subject: FW: Respond to Complaint-****- UPDATE

Good Afternoon,

I tried to reach you by telephone this afternoon but was unable to reach you.  The credit on the account is for the billing issue you had previously (see the BBB resolution below).  Unfortunately, the wrong adjustment code was used in error which states late fee credit for $450.00.  The credit is in lieu of the dell 2-1 product along with the 1 month service credit for a total of $618.55.   The $450.00 credit will remain on your cable account until it is depleted.  A physical refund check was issued on 10/2/14 for $166.20.  You should receive that check within approximately 2-4 weeks.   

Please contact me as soon as possible to resolve your new BBB complaint.   Thank you

******

TWC- Escalations

###-###-####

 

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

Additional Notes

Complaint: I went into the 355 Chicago Street address of Time Warner Cable (TWC) on 8/25/14, told the service person that my service was to be terminated and turned in the cable box and the modem (transaction number *******). As I was not told anything differently, I assumed that everything was taken care of, and I had made sure that I paid my bill to cover through 8/25/14. I went immediately to Best Buy to purchase a digital converter box and antenna (receipt # ********). Apparently, TWC did not stop my service, and has been billing for it since then. I have spent significant time on the phone with their customer "dis" service people, and have never had a more infuriating and frustrating time. I terminated my service on 8/25/14 and all charges were paid through that date: if they neglected to stop it at their end, that is not my responsibility. I want my account ******************) closed without delay and without any more bills coming, or expectation of payment and without damage to my credit rating. I acted in good faith; I'm sorry that TWC has not.

Desired Settlement: I want the billing stopped and my account closed without any damage to my credit rating.

Business Response:

Good Morning,

I spoke to Ms. ********** in regard to her complaint.  I have closed her account and manually credited $215.42 for 8/25/14 to 10/1/14.  TWC also apologizes for any inconvienence this may have caused.

 

Thank you

******- TWC-Operations

 

 

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,

**** **********
 

Thank you for your assistance!



10/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have contacted time warner over the last few weeks many times and had spent hours on the phone over an account I did not order. At one point of time a salesman stopped at my home and seen I'm a current dish coustmer and wanted to switch me over. He offered me many incentives (a laptop, giftcard to buyout contract, reasonable payment) and after talking to the installed I was informed that- that was a selling technique and there was know laptop, he did not explain gift card and he misrepresented what I actually was getting and at that time I called customer service and declined the whole service order and wanted nothing to do with time warner. Weeks after that incident my roommate called and place an order for Internet and he exsplained that the service will not be in my name, he gave the information and the guy assured him of the correction. Weeks later I received a bill in my name and I was complety upset. The first time I called and asked for a supervisor they placed me on hold for hours and told me they will listen to the phone call and get back to me and also assured me the account would be taken care. Weeks passed and then I received another bill for a security system that was never installed and than I was really upset. I called back to speak with a supervisor to find out that I never had one (lead specialist pretending they can help) and after spending 2hrs on the phone again and the individual who called also spent hours on the phone we were told again they will fix the account and get back to me and although they adjusted the bill the account still remains in my name. They completely disregarded my issue. Today 9/23/14 I called and after being hung up in twice waiting for supervisors I talked to ****** she said she will pull the calls and contact me Friday. She asked me what I wanted and I replied for to listen to the call and place the actual order. Now I wait

Desired Settlement: I would like a apology for being treated like scum and a liar and also me working full time, mother of two and going to school I feel I should be compensated for all the hours spent on the phone for a time warner crew member mistake also keeping in mind I never placed the order the account number is connected to my address I don't know the number

Business Response:

This issue has been closed. TWC has been unable to contact Ms. ******* and several voice mail messages have been left for her to call with no response.  In regard to her complaint Ms. ******* and the new tenant would need to go to a Front Counter office to do a name change if she would like the account to be put in a different name.  Also she is not eligible for the Dell promotion as she cancelled Intelligenthome.   A no response letter was sent on 9/26/14.

Thank you

******

TWC-Operations

 

10/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The primary nature of my complaint I selected above it not accurate, but it seems the closest in nature. I have used Time Warner Cable for internet services for 10 years. Last year I set up the auto-pay. This month, I had to get a new credit card due to discovering fraudulent charges. I neglected to update my payment information fast enough in my online profile, so when they charged me, the payment failed. I fixed this as soon I got the auto-dial email. That said, they charged me $70.00 in fees for the rejected credit card. That seems insanely high. If I go to a store and my card is rejected, I don't get charged anything so why is this company doing this. Do all companies do this? My bill was only $50.00 so it seems immoral to have to pay $70 because the charge was declined.

Desired Settlement: I want this company to stop charging people who have their credit cards declined $70.00 in extra fees. This is really disgusting.

Business Response:

Good Afternoon,

I spoke to Mrs. ***** 'in regard to her complaint.  I explained that TWC only charges a $20.00 returned item fee but we have to debit the amount of her payment back on because it was never paid.  Mrs. ****** did advise me that her credit card had been compromised and she had to get a new card.  Therefore, a $40.00 credit was given to cover the two return item fees.  Mrs. ****** appreciated that I call her in regard to this matter.

 

Thank you

******

TWC-Operations

 

10/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Friday September 26th 2014 I called Time Warner Cable (###-###-####) about a large bill I received in the mail due to a promotional expiration and transfer of service. The bill was for c. $233 and I normally pay about c. $140. I called and asked to speak with the "customer retention" department. I told the gentleman there that I have a Dish on the side of my house and was probably going to switch over if they couldn't do anything better for me. He said that "I was in luck" and could probably offer me close to $80 per month by adding home phone (on top of my already current services). He said he would call me back after speaking with his supervisor. Later, he called me back and said he could do it for $91 per month for 12 months (keeping all current services the same) if I just stop into a TWC store to pick up the phone modem. I agreed and he said he completed the transaction and that I just needed to be prompted by an automated service to go over some legal issues with the phone. No problem there, I went ahead and did it. Today is now October 2nd, 2014 and I went to the TWC store to pick up the modem. The person behind the counter said that they didn't have my address right and that my new bill is definetly not for $91. Upset, I walked out to my car and called the number the gentleman had been calling me on Friday. After explaining the situation and being put on hold for approximately 60+ minutes in total, being disconnected 3 times when they say they are transferring me, and speaking to 7+ representatives I finally spoke to someone who acknowledged that I was quoted $91 (per month for 12 months) but it was never "completed" on their end. Every call I made I asked to speak with "Customer Retention". I asked this woman if she was in "Customer Retention" and she said no and that she was going to transfer me. I was disconnected again. I called back one last time, asked for "Customer Retention" immediately or that I was going to file a BBB complaint. I was put in touch with a person who said she was in "Customer Retention" after much research on her end, and putting me on hold I was told that the best they could do is c. $130. I said OK --- but I was promised $91 (per month for 12 months) on Friday and that they should uphold that. I said for her to please do more research and call me back when they get to that number. I have not since heard from her (was supposed to call me back by 5pm today 10/2). This is a very sad situation that has cost me much time. I've been a lifelong customer and even boasted to friends about the deal I was getting until I was so horribly "baited and switched". Times of calls on 10/2 11:48am - 4m36s disconnect after transfer (name not heard) 11:53am - 6:09 disconnect after transfer (name not heard) 12:00pm- 33:58 disconnect after transfer (******) 1pm - 25:27 and waiting for call back (*****) Time of calls on Friday 9/26 range from 10:30am to 5pm

Desired Settlement: A proper resolution to this would be to honor the original $91 per month for the next 12 months while keeping my current services the same.

Business Response:

Good Afternoon,

I spoke to Mr. ***** in regard to his complaint.  I was able to find him a current package for $91.50 plus tax for 12 months (aprox. $95.42 a month). Mr. ***** was happy that I contacted him and was able to resolve this issue. 

Thank you

******

TWC-Escalations

Operations

 

10/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I keep continually getting phone calls from Time Warner Cable about a Service I do not have saying I owe money, I havent been a time warner customer in almost 2 years, the message says its looking for a *********** *****, I am not him, my name is ******* *****. I would like to stop being harassed immediately. I have called customer service twice and they keep saying that they cant do anything about it, which is utterly ridiculous since it is harassment to get like 20 calls a week about something that has nothing to do with me.

Desired Settlement: I would like an apology and to have my name and any other information they have on me permanently deleted from their records.

Business Response:

Good Morning,

This issue has been closed. I have been unable to reach the customer by telephone, therefore a "no response" letter and email was sent.  However,  in regard to his complaint we have found that his current phone number was in our database on an old TWC account.  The phone number has been removed from the account .  TWC apologizes for any inconvenience this may have caused.

 

Thank you

******

TWC-Escalations

Operations

 

10/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Tremendous failure to respond to calls to install internet and cable. Poor customer support from all parties save for the actual installation techinition. Spent over 10 hours on the phone over the course of two months, most during work hours. Technitions visited apartment over 4 times and missed one appointment entirely. Communication between Time Warner Employees was 100% the problem. Lost time and money (from loss of work) on this issue to an almost comical degree. Was a basic cable installation, nothing more. Their excuses: Difficulty with builing management (ie the building owner was at fault) Subcontractors fault another department in time warners fault NONE OF THIS IS THE FAULT OR PROBLEM OF THE CUSTOMER SUCH AS MYSELF. I would have accepted revised estimates of time to install, a realistic view of what this process would take, any of that would have been fine. But telling me, everyweek to be there and prepare and call Time Warner to "check-in" is unnacceptable.

Desired Settlement: 1) finish the job- this is the 7th week in a row I was told I would have cable installed. It is schedualed for this Thurday the 18th of September. 2) I make $45/hr an I spent over 10 hours on the phone at work dealing with this I want the equivalent; 6 months free service will suffice. No charge for the days I stayed home to wait for the technition that never came or the ones that did and couldn't do the job.

Business Response:

Good Afternoon,

The following is a time line of the process that occurred to get Mr. ***** serviced.  This information was provided by the Manager of TWC Construction department.

7/28 TWC Buffalo Construction office received a failed install notification and a request to wire the apartment building that Mr. ***** lives in.

7/31 TWC recieves request for field survey.

8/4 TWC Field Construction Coordinator completes field verification

8/6  TWC Field Construction Coordinator presents address to construction team to request permission to construct cable to this address. TWC Field Construction Coordinator contacted and met Noel Sutton, property owner, on site to review coaxial construction proposal. TWC Field Construction Coordinator noted that existing electrical grounding was cut.  Mr. ****** agreed to have his electrician repair the electrical grounding before TWC construction was completed.

8/8 TWC Field Construction Coordinator sends address to contractor to begin construction to the address.

8/16 Contractor completes hardline construction to the address.  The contractor notes that the electrical grounding was not repaired as promised by the property owner.  At this time the contractor waits for the building electrical ground to be repaired. TWC Field Construction Coordinator makes weekly phone calls and speaks to the owner in person regarding the electrical ground repair.

9/15  TWC Field Construction Coordinator and contractor meet at the address as the construction to the address has been completed.   However they find that the building electrical ground has still not been repaired.  They decide to make an independent TWC coaxial ground connection directly to the building's cold water pipe.  Therefore not waiting for the owner to the repair the building electrical ground so the proper bond could be made to the building electrical system grounding.   TWC Field Construction Coordinator leaves a voicemail message for Mr. ***** informing him he was okay to set up for install.  TWC Field Construction Coordinator also has been keeping Mr. ***** aware of the construction status and the building situation through this timeline.

Currently, the customer is scheduled for his installation on 9/20/14.

After speaking today to Mr. ***** regarding his complaint.  I explained that we would not be able to give him 6 months of free service as the address has not been servicable for 6 months.  However, I did offer him credit form the date he started the process to his date of install (7/16-9/20/14). Also a $100.00 credit will be given for the misunderstanding with sales agents on the phone and missed appointments.  Mr. ***** did accept the offer and credit will be given after the install is completed. 

 

Thank you

******

TWC-Operations

Escalations

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In regards to why:

1) Their was to be a formal written apology which I do not see included in the statement

2) Most importantly- this settlement was contingient upon the succesful completion of our installation in a timely maner.  This did not happen.  The finishing installation was schedualed for 9/18/14- the day I spoke to ******* (at operations- respondant to the claim).  They did not show at this day and promised to return Saturday 9/20 in the afternoon.  We waited for them, and again they did not show.  Well called Time Warner and they promised to return Sunday (the next day) and said they would let themselves in to complete the installation and we would not need to be present.  The showed up Sunday afternoon as schedualed, but could not manage to let themselves in as they had not contacted the building manager as promised.  As we were not home we had to drive out to meet them, let them in, and help them finish installation.

      Also, this final installation was during the Bills game on Sunday- a game that we had schedualed to watch at our house with friends as Time Warner had promised us time and time again that THIS TIME they'd finish the installation.   Instead we had to move the party to another friends house, then leave there to go help the Time Warner people with a job they said they could finish temselves.   I feel they are either being deliberatly vindictive or predjudice at this time. 

Regards,

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




Business Response:

Good Afternoon,

In regard to Mr. ***** rejection we are looking into the matter at TWC to see why the technician cancelled the work order on 9/20/14.  A $20.00 credit was given to the customer.  TWC apologizes for any inconvenience this may have caused.

Thank you

******

TWC-Operations

Escalations

 

10/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/19/2014, my father passed away. He had just paid his cable bill prior to his passing. I contacted time warner cable to see if they refund the unused portion, since services are paid for in advance, I just needed to return my father's equipment along with a copy of his death certificate. I recently relocated out of state, so I had to return my equipment anyway. I returned my father's equipment, along with his death certificate, at the same time I returned mine, on 7/21/2014. I was also owed a refund. I received my refund well over a month ago, however, my father's refund (which is set up to be mailed to my brother) has yet to be received. I have contacted customer service several times to see what the delay is and each time, they tell me the refund will be received within 2 weeks, yet a refund is still yet to be received. My father passed away suddenly and unexpectedly, and due to the nature of his passing, it is still a very sensitive subject. I think it is disgusting, disrespectful, and ridiculous that time warner is taking advantage of my family in their time of grief. How rude and disrespectful can a company be? This is totally unprofessional. I am at a loss for words.

Desired Settlement: I would like the refund that is due, plus interest, dating back to 6/19/2014, due to the extreme delay and unprofessional actions of time warner. There is no reason why I should receive my refund over a month ago and my father's refund hasn't been received yet. It's also ridiculous that I have to call repeatedly and be treated so poorly, when time warner should have taken care of the issue without my prompting a long time ago.

Business Response:

Good Morning,

This issue is closed.  A manual refund processed on 9/30/14 for $43.13.  The customer is aware that they should allow 7-10 business days for it's arrival.

Thank you

******

TWC-Escalation

Operations

10/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had Internet only service and recently upgraded to include cable TV service. Now I have TV service and no Internet. I've spoken with multiple representatives over the course of a few days only to be transferred around and dead ended. the last rep wouldn't even call me back after we had a bad connection. originally i was provided with a 'self service' kit to hook up my cable only tv, however was provided with two HDMI cables...for what? this connection is a cable line to tv only. and now, try to trouble-shoot the problem over the phone, ha...no body wanted to deal with it. one of the reps was going to schedule someone to come out a service the issue but she passed the buck along to someone else. and, it seemed like i spoke with reps from everywhere from Quebec to Texas....so i give up now.

Desired Settlement: Please ensure I'm able to have both Internet and (basic) cable TV.

Business Response:

Good Morning,

Mr. ******* technical issue was resolved by a technician on 10/7/14. The technician had to fix the splitter to the home and has now wired the home directly.  The technician also added an amplifier.  The customer was given credit from 9/19-10/7 in the amount of $17.96 for the service issue.

Thank you

******

TWC-Operations

 

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,

*** *******



10/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: While looking to upgrade my services with Time Warner, I signed into my TWC account and clicked the button to 'upgrade services', That brings up your current services and along the right a button to see packages that include a free Dell Tablet. When you click on that it brings up 3 triple play options that all include the free Dell. At the bottom in fine print it states that this offer is for new residential and existing customers. I selected a package and dates for the install, When I didn't hear from TWC about my install date I called and at that time I was told that I didn't qualify for the free Dell because I was already a triple play customer. That is not stated anywhere on their webpages.

Desired Settlement: Upgrade in service and free Dell tablet.

Business Response:

Good Morning,

I spoke to Mr. ********** in regard to his complaint regarding the dell 2-1 offer on our website.   Unfortunately, he does not qualify with the services that he upgraded with.  Mr. ********** is emailing print screens to show how he felt he was misled through the website .  Mr. **********'s account was given a $200.00 credit (this would have been the offer amount if he qualified with HSD and Intelligenthome).  TWC apologizes for any inconvenience this may have caused.

Thank you

******

TWC-Operations

Escalations, Specialist CC

 

10/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company disconnected my service when I already paid for it through my monthly rent. When they did reconnect me to the service again, they automatically upgraded me (without my consent and knowledge) and started to charge me more money for services I did not want or need. When I realized this, and complained about it, I was given a credit for some money. I have now recently moved and and closed the account with this company on (8/29/14) so I do not, will not and never use this horribly company's cervices again, BUT, they still owe me $43.91 because I did not use up my entire credit that was owed to me. I called today, THREE TIMES, and was told that TODAY (9/15/14) that my account was finally closed and would take two weeks to get my money. THREE different females told me this over the phone, not including two males who told me same thing when I closed my account last month!!! I asked to speak to a manager over the phone, waited a total of ONE HOUR AND THIRTY MINUTES just to speak to a "manager" named ***. By the way, I was hung up on twice, hence why I had to call three times. This *** now says it will take up to FOUR TO SIX WEEKS just to get back the money they tried to steal from me originally!!! NOBODY in this company can give me a straight answer or knows what is going on.... disgusting!! I still HAVE NOT gotten my $43.91 credit back, that was verbally promised and even guaranteed to me by FIVE people!!! I was supposed to have gotten my check last week, and nothing. Now I have to wait 4 to 6 weeks for my money. Waiting on "other management" now since my case was escalated by this ***. No clue when they are supposed to call me back now. I would truly like to press legal charges here if I can.

Desired Settlement: I want my $43.91 that was promised AND guaranteed to me by the 5 other people who work for this horrible company NOW, not 4 to 6 weeks from now.

Business Response:

Good Morning,

This issue has been resolved.  The customer's credit was returned to their credit card on 9/15/14 in the amount of 9/15/14. I was unable to reach the customer by telephone but have sent him a no contact letter with this information.

Thank you

******

TWC-Operations

10/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I moved into an apartment that my mother had previously occupied. When we moved in we had cable installed. After about a month we started getting collections calls for my mother for a bill from the company which she failed to pay. We have tried numerous times to contact the employee who is handling the issue, but were unable for nearly 3 months, and when we finally got hold of him, he failed to call us back as promised. When we talked to him, he said that we are responsible for her bill, and our account is locked until we pay it. We received a free 3 month movie package when we installed the cable, and wanted to let it run out instead of paying. Now, we HAVE to pay for the movie channels, and can't even turn off the cable because the account is locked. We then tried to call again today and talk to a supervisor, and he told us that he wasn't able to do anything unless it was paid, or we were able to prove that she moved out. Since she is living with a boyfriend and has no bills in her name at her new address, we have no way to prove it, and she has stated that she has no intention of paying the bill.

Desired Settlement: My husband and I would like to see our account unlocked, the movie package removed, and a refund for the month of movie service we have already been billed for, as well as any future billing for that package we may be charged for. We would also like the harassing collection calls to stop.

Business Response:

This issue is closed. The customer was sent a letter in September stating that the address was going to be disconnected due to whole house debt.  The debts were from her mother at the same location in the amount of $1232.42.   The customer states that her mother has now moved but can not prove that she has moved. Today ******* has contact Risk Management and states she is returning her equipment and disconnecting her service.  The agent did set up the disconnection for her. As TWC Risk Management is handling this account and any inquiries by the customer should go directly to them going forward. TWC Risk Management has reason to believe through public records that  ******* ******** is still risiding at this location. Therefore TWC will be refusing service to the residence until these debts are paid. 

Thank you

******

TWC-Operations

Escalations

 

10/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales reps never disclose fees and enter you into contracts without informing you.

Desired Settlement: Do not want their intelligent home security system in my house. I want it removed never was told about contract and did not agree to it

Business Response:

Good Afternoon,

Ms. ******* was contacted by our Intelligenthome department in regard to her complaint.   The customer was credited $69.99 for an IH sensor and $149.99 for a motion detector.  As a result Ms. ******* has decided to keep her Intelligenthome security service.  TWC Intelligenthome apologizes for any inconvenience this may have caused.

 

Thank you

******

TWC-Escalations

Operations

 

10/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Overcharged for two months after one missed payment. No payments have ever been missed until this point. Payment was missing on September 1st, when bill is due. Payment was paid 10 days later, still two months being charged to account. Unable to resolve issue in person with TWC as well as support on the phone. Support person on phone assured me it was a billing mistake and would be taken care of. Upon logging back into account, found bill still for two months even after payment was submitted.

Desired Settlement: I would just like my billing information updated correctly, or an explanation in detail as to why the charges are what they are. If my payments were never missed (bill paid in full every month) and I paid the bill 10 days after it was due why am I now being charged double what my normal payment is and BEFORE the due date.

Business Response:

Good Morning

Unfortunately our attempts to reach Mr. ****** by telepone on 9/17 (twice), 9/23 and 9/24 have been unsuccesfull.  Therefore a no contact letter was sent explaining that his account issue was due to returned payments in the amount of $330.97.  His account balance at this time is $135.48 and is due by 10/1/14.  If this payment is made prior to 10/1/14 he will receive a regular statement. 

Thank you

******

TWC-Operations

Escalations

 

10/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had service with Time Warner for what will be 1 year in the beginning of October at my current residence. My service is still active and on. I am currently late on paying my bill but I have told them I will pay the past due tomorrow when I get paid. I also explained my "package" is running out in a couple weeks and I need to speak to somebody about further options once that runs out because if I do not, they will automatically just increase the bill at full rates. I was told I am not allowed to speak with customer service on the phone when my balance is past due. I can understand that they might not change my services, upgrade, downgrade or what not until I'm paid current or would not speak with me if my service was shut off for non payment. My problem is I'm an active customer, I'm behind, but services are still on. I cannot speak with your customer service department because I'm a few weeks late? I'm ready to just cancel my service and say goodbye to Time Warner if this is how they treat their customers who still have active service. Even though I'm running late on payment, I pay $140/month or more to be treated like this. Not acceptable.

Desired Settlement: I know this policy will not be changed because I am complaining. I also know that tomorrow after I pay my bill I can then have the privilege to speak to customer service. I do however think this is one of the most ridiculous policies I've ever heard of and it speaks very poorly of how they treat their customers who do still have active service. They are the only cable provider around so it's either get satellite or go without. All I wanted was to be able to speak to somebody about my actual service options in the very near future on the phone. The policy however, really needs to change because I can't be the only customer with this frustration.

Business Response:

Good Morning,

Unfortunately we have been unable to contact Mr. ******* by telephone in regard to his complaint.  Therefore, we have sent him a no response letter directing him to contact me directly if he needs further assistance.

Thank you

******

TWC- Operations

 

10/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I pay for the basic cable package. This package has include Universal Sports Network. Yesterday I turned on the USN channel and it says it is now part of a sports package. I called TWC and they said to call USN and complain. I went online to USN (couldn't find a phone number), put in my zip and cable carrier and it came up saying please voice your concern that USN is no longer offered by TWC's basic package. I did write a complaint which went to TWC. They replied that I can have USN with the 8.99 a month package. I replied that it has been part of my package...why would I want to pay extra for it now...and, is my cable bill going down bc they have taken away a channel? This is a very popular channel. I feel they are taking advantage of the large number of people who enjoy and watch this channel.

Desired Settlement: Simply return USN to the basic cable package.

Business Response:

Good Afternoon,

I spoke to Ms. ******** in regard to her complaint.  I explained that the USN channel is now on the Sports Pass package that is an additional $8.99 a month.  A $25.00 credit was given for the inconvenience and I also offered to add the Sports Pass but she declined.  This issue has been closed.

Thank you

******

TWC-Escalations

 

10/1/2014 Problems with Product/Service | Complaint Details Unavailable
9/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I request ed service for internet service from Time Warner I was told that because of a dispute I had with them, aprx 13 years ago, they had in effect had put a "no service available notice" on my address. That they refused to service my address, period. Then they neglected to " get back " to me.

Desired Settlement: I want to be able to take advantage of their new internet service. Ironically , our dispute was about Time Warner's inability to provide acceptable service.

Business Response:

Good Afternoon,

This complaint was handled by our collections department. They reviewed the account history with Mr. ****** and advised him they could offer to waive 75% of the balance if he agreed to pay the other 25% which came to the amount of  $56.26.

The customer requested that we go back and see how many days he had services during that 4 month period, and he would pay that, even if it was more money. He was advised that due to the age of the account, they would not be able to honor his request.  They advised settling the account for 25% which was fair considering that it only covers approximately 1 month of the 4 in which was never paid.

 

 

9/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I order Time Warner's 3 in 1 on June 30, 2014. The cable, internet and phone were suppose to installed on 7/15. They called me that day at 2 PM to tell me they couldn't install it until 7/17. I signed up for the basic package of $79.99 per month. They told me on 7/17 if I upgraded I could get a Dell 2 in 1 Laptop Computer after paying three months of on the time payments. Well two weeks ago they told me because I have a discounted package for $137.99 I am not eligible for the Dell Laptop. I feel this is deceptive advertising practices.

Desired Settlement: I think because they promised me the Dell Laptop when I ordered this package on 6/30 and again on 7/17 I should get this laptop.

Business Response:

Good Morning,

This issue has been closed.  I spoke to Mr. **** this morning in regard to his complaint.  I apologized on behalf of TWC because he was misinformed regarding the Dell 2-1 offer.  Mr. ****'s account does not qualify for this offer.  A $200.00 credit was given and also a HBO promotion for $8.00 per month for 12 month.  After applying the credit to his account his current balance is a credit of $71.49.

Thank you

******

TWC-Operations

Escalations

 

9/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Service was cancelled 8/4/14 and TW continued to bill for service not provided, including sending to their collections unit. Service was cancelled 8/4/14. Time Warner continued to bill for services that were not provided after this date. After receiving a bill for service provided after 8/4/14 a call was made, which linked me to their collections unit and she was not able to help me. I have always paid my bills and take my credit very seriously. Another employee was reached and was professional and helpful. She helped to identify the issue and requested that we send back the boxes, which we did. After this, we thought the issue had been resolved and our account closed. However, another bill arrived requesting payment for service from 9/10-10/09/14 for $219.44. Another call was made and I was told that this included an equipment fee (which they received) so the balance would be $57.44. I explained again that the account was closed on 8/4/14 so why would there be a balance of any amount. She immediately said she would waive this and our account would be closed with a 0 balance. I felt as if she tried to collect additional money, and I am highly concerned about Time Warner's practices when an unsuspecting customer encounters such errors. The employees quick reaction to the $57.44 was of concern, as if it was a last ditch effort to receive more money than services provided. I am disappointed and this experience results in a significant lack of trust with the company.

Desired Settlement: I do not want anything but a statement ensuring a 0 balance exists. I do not want my credit impacted in any way, as I have always been a consistent paying customer. I also would like Time Warner to consider improving their practices to avoid this stress to any unsuspecting customer in the future.

Business Response:

Good Morning,

This issue has been closed.  Ms. ****** contacted TWC on 8/19/14 stating that the service was to be disconnected on 8/4/14.   Her workorder on 7/29/14 was only to port out her phone service.  Therefore the internet service was still being billed which may have been in error due to miscommunication between the agent and Ms. Marong.  When the error was found after Ms. ****** contacted us, a service credit was given to correct the account back to 8/4/14.  Also the equipment was returned to our warehouse  on 9/2/14. Because of the delay in the return of her equipment she was charged an unreturned equipment fee which was reversed once the equipment was returned.  Mrs. Marong's account is currently at a zero balance and closed.

Thank you

******

TWC-Operations

 

 

9/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We moved in July to our current address at which time we had to go from ****** ** (great company and customer service) to Time Warner and what we have had to indure is terrible. We recvieved a box that didnt work, was lied to about shipment of new equipment, this process and amount of back and forth dealings is still going on, missed work to wait for them, left early from work to do thier leg work. Was told they would give 3 free months of internet and cable service to make up for the horrible service to receive a bill in mail for 198.00 dollars not only for services and equipment we dont even have but billing in which was suppose to be taken care of. I spent 48 minutes on the phone waiting for a supervisor to be told they would call me back in a few minutes and still next day now still waiting. This company's service and reputation now with me is horrible. I have never been treated like this buy any company. I am still waiting for a return phone call to deal with this bill. To add services and equipment that we dont have or use is absolutely horrible.

Desired Settlement: I want this bill fixed and to be somewhat compensated for the fact that I have spent hours on the phone and time from work to deal with these people

Business Response:

Good Afternoon,

I spoke to Mrs. ******** in regard to her complaint.  Mrs. ******** has received seven adjustments on her account in the amount of $394.44. Therefore no other credits will be given for this issue and Mrs. ******** is aware.  A new promotion was also given of $66.49 per month plus taxes  for 12 months(aprox. $71.40 with tax).  At this time all equipment has been tested by our technician and is working properly. TWC apologizes for any inconvenience this issue may have caused.

Thank you

******

TWC-Specialist, CC

Operations/Escalations

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that I will accept the resolution but they are making it look like they are giving us more than they are.  We started service with them on July 23 and this is Sept. 23, that is 2 months and we were promised 3 months of free internet and cable service in the month of August in lieu of reporting them to you.  To say they are giving us over 390.00 in credits it total ubsurd.  but whatever the case is this company is by far horrible.  We only are staying with them because we are unable to have ****** ** at our present home.  Thank you for your prompt attention to this matter maybe they should learn from you on great customer service. 

Regards,

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

9/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I started service in 9/2013. I asked if there were any promotional rates. I was told NO. My bf's promotion had run out in 6/2013 and was paying the full rate of service $76-77a month for cable/dvr, and the associated fees/equipment. In 9/2013 we moved and put the cable in my name trying to get a promotional rate, I was told there were none! So we paid $76-77 a month for the SAME exact service but at a new location. We added internet in 12/2013 (I believe). We have their 14.99 a month (plus equipment) rate which is NOT a promotional rate. Our bill was $98-99 a month. This month the bill went up to $111-112 a month. I used their website to find out why. I chatted with a rep twice, and they disconnected from me twice, refusing to give me the information I wanted. I asked why my bill went up. The second person chatting with me said I had a promotional rate. When I asked why the rate was changed and asked for the promotional code they ended the chat again. I NEVER HAD A PROMOTION. My bills do not say anything about a promotional rate! They are hiking up my bill and lying about it!

Desired Settlement: My bill should remain $98 a month.

Business Response:

Good Afternoon,

I called Mrs. ******** in regard to her complaint this afternoon.  I  explained that her account shows she was on a promotion that ends in September 2014.  (Once the first promotion ends a new promotion is automatically added to the account so the customer does not go to the full rate of service immediately.)  In the middle of the conversation Mrs. ********* phone becomes disconnected.  Immediately trying to call her back she did not answer my return phone calls. 

However, as a courtesy I have added an additional promotion to her account to bring her rate to $98.18 for 12 months (the amount she is requesting). This now brings her account balance to a credit of $16.36.   Once the 12 month promotion is over her rate will again increase slightly to reflect another promotion eventually bringing the account to full rate at some point.

Thank you

******

TWC-Specialist-Escalations

Operations

 

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,

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

9/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called on march 10 2014 to have my cable service turned on the first month was fine then in may i called to pay my bill then I was told that my sister had a bill in her that was transferred to my account and I needed to pay this bill I spoke to a supervisor and was told that the matwould be resolved that it was a mistake then in june I was sent a letter saying my service wouldn't be disconnected if I didn't pay her pass do I asked why I wasnt told back in march when I set up service that something like this was going to happen was told they didnt know that I should just pay my current months bill and this should be handled now September 5 2014 my service was disconnected cause I told them im not responsible for paying my twin sisters unpaid bills and I wasn't going to pay her bill I was told my service would not be restored in my name even though my bill is paid that my service will not be restored until her unpaid bill is paid. I would need to pay her bill even though my bill is paid

Desired Settlement: For my service to be restored or my money refunded

Business Response:

Good Afternoon,

Ms. ******* was contacted by a TWC Risk Management Coordinator today.  Below is her resolution:

I just spoke with ******* *******. I informed ******* that she would need to provide an lease or utility bill from 2013 to rule out TWC roommate violation policy. The customer stated that she has no information and not able to contact her landlord to get the information. I advised the customer that we would need to review documentation to verify she did not reside at the residence while her sister did. At one point in the conversation the customer stated she lived with someone else, but did not elaborate. ******* asked why did we let her get services. I explained that sales will enter an order. Informed the customer that after the order process is complete the account went through an audit. The audit populated an case for risk managements for review. In this case it populated because of the same last name. Public records reports ******* and ******** (twin sister) residing at the location the same time in 2013. I apologized to the customer and informed that TWC would not be able to continue service without documentation to overrule the roommate policy.

***** ******

Risk Management Coordinator

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

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

9/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Time Warner is penalizing services stating I owe a passed due balance when I've never had service. My mother who previously lived at the service address has an outstanding balance. I did not live there at the time and just recently took over the home and activated service there. Because they assume I have lived there the entire time since I use my mother's address as a mailing address, they claim there is a violation of a "Roommate Policy" that was never disclosed to me.

Desired Settlement: Want my continued service without the penalty from the prior account.

Business Response:

Good afternoon,

This issue was handled by our payment services group and has been closed.  Please see their response below:

I have actually previously spoken to Ms. ***** on 9/15/14 in regards to this issue.

We have a policy in which anyone residing at a residence while services are rendered and there is an outstanding bill, that bill must be settled before we can provide them service in their name. Ms. ***** claimed to not live at this address with her mother yet is unable to provide a lease or utility bill from another address showing she was residing elsewhere. Per an Accurint database search ********* shows residing at this address since 2008. She shows having a phone registered through both ****** and ******* at this same address, as well as she registered a motor vehicle here and uses this address as her voter registration address.

With this information tying her to the address, and her unable to provide any sufficient documentation showing she was not residing there we are denying service to the address until her mother’s balance is settled.

Please let me know if I can be of any more assistance.

Thanks,

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

Payment Services Debt Coordinator

p. ###-###-####

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My mother's address was used as my permanent address. I have bills from my previous address where I lived for 3 years prior to moving into the current service address (utility, car insurance, previous cable bill) but they have not provided me with anyway to send this information. The customer service at Time Warner is sub par being in a sales/service industry myself where I go above and beyond for my clients. They are not willing to work with their customers.

Regards,

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

Business Response:

FINAL RESPONSE

 

It is TWC policy in which anyone residing at a residence while services are rendered and there is an outstanding bill, that bill must be settled before we can provide them service in their name. Ms. ***** claimed to not live at this address with her mother yet is unable to provide a lease or utility bill from another address showing she was residing elsewhere. Per an Accurint database search ********* shows residing at this address since 2008. She shows having a phone registered through both ****** and ******* at this same address, as well as she registered a motor vehicle here and uses this address as her voter registration address.

With this information tying her to the address, and her unable to provide any sufficient documentation showing she was not residing there we are denying service to the address until her mother’s balance is settled.

 

9/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went to the Time Warner location in Webster, NY in November 2013 and returned my equipment and paid my final bill in full. The woman at the counter was really nice and processed my payment, and she took my equipment, scanned it in, and placed it behind the counter all while I watched. Time Warner is now attempting to bill me for my equipment. I won't pay for something that I gave back to them in person and watched them sign in with my own eyes. They have since sent the account to collections, when the account shouldn't even exist at this point, since everything was taken care of.

Desired Settlement: The charges for this account need to be reversed and taken out of collections. I am sorry that Time Warner seems to be disorganized, but that is their responsibility, not mine.

Business Response:

Good Afternoon,

I have been unable to reach Ms. ***** in regard to her complaint.  Therefore a " no contact" letter has been sent.

In regard to her complaint we would need a copy of her receipt for the payment she made in order to research this matter further.

Thank you

******

TWC-Escalations

 

9/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a solicitation in the mail to upgrade my TWC services to include turbo internet, preferred TV and home phone (which) I did not have previously. I normally just ignore these mailings, but the price was not that much more than I was paying ($106 up to $119 a month) and there was an offer for a free **** tablet/PC, so my wife and I decided to call to inquire. Well, the first person that we spoke to proceeded to tell us that we were not eligible for anything. I wish my wife had gotten her name, but needless to say, we requested to speak to someone else and we were transferred to ******* in the Customer Retention department. We explained what we were looking for and she proceeded to help us with a plan that was $122.59 per month plus taxes, fees and surcharges ($132.87/mo). We confirmed everything that we would be getting with her, turbo internet, dvr service, home phone, Showtime AND the **** tablet/PC. I confirmed multiple times with her prior to accepting the upgrade that I would be getting a voucher in the mail with which I would be able to redeem on the **** website for the tablet. To my surprise and anger, when we went to pick up the new modem and dvr today, we were not only given the wrong equipment (they had to go back to get the right items), not only did the phone service not get set up correctly (I am sitting here as I type waiting for **** from digital phone support to correct the issue and call me back), but I was told that now I will not get the tablet. When my wife pressed the issue, the associate lost her cool and said that she couldn't do anything and that we would need to call and speak to a manager at the retention department. And so the story continues. My wife called the retention department back and spoke to a supervisor who advised her that it was not their problem to fix, that it was merely a training issue and we were out of luck. That is really nice to hear after upping our monthly contract amount. My wife pressed to speak to his supervisor, but he declined to transfer and continued to escalate the call instead of de-escalate the customer. At that point my wife had been on the phone for over 45 minutes and had to get off the phone so she resigned to calling back at a later time. So this is where we stand currently, thoroughly unhappy with both experience and customer service; unhappy that we were apparently lied to in order to get the "sale" and displeased that I will also not be getting the tablet. To top all of this off, as if the phone service not being turned on as agreed, my email account was disabled shortly after I filed an executive complaint on the Time Warner website last night. I have just come off a lengthy chat with an agent the enabled my account again, but refused to tell me why it had been disabled as of 10pm yesterday evening. I know the time as my smartphone will indicate the last time that it was in communication with the email server to retrieve an update. All this being said I am extremely dissatisfied with how I have been lied to and mistreated since I decided to upgrade my services on Monday.

Desired Settlement: I want Time Warner to honor what I was told but the sales representative in the Retention department when I upgraded my services. I want the computer that I was promised and I would also like a legitimate answer to why my email account was disabled while I was waiting for a response to my executive complaint on that email account. The amount of "coincidence" that the customer service staff insists must have happened to cause the email to be blocked from even receiving any emails since yesterday afternoon is suspect to say the least. I also have the fully documented web chat with the customer service rep saved for reference.

Business Response:

I spoke to Mr. ****** in regard to his complaint.  I explained that his account does not meet the terms and conditions (please see attached) as he did not provide proof of switch or proof of College Enrollment.  Mr. ******'s account was also not set up with the **** 2-1 promotion either and did not have the qualifying services.  However, TWC did extend a $200.00 credit that was placed on his account today. 

Mr. ****** also had issues regarding an email problem he had after calling our office in regard to his promotion.  He feels this was in retailiation for him calling which is not the case.  A TWC tier 3 agent worked on his account and found that there was a technical issue on TWC side that caused the outage.  TWC issued a credit to his account in the amount of $2.60 for the day he was without internet service.

TWC apologized for any inconvenience these issues may have caused.

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

TWC-Escalations, Specialist CC

Operations

 

9/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was double billed on Aug 8th for $103.86 and told then 3-5 days to get my money back. It is now the 21st still no refund. Was told Tuesday by the 21st and today I was told maybe Monday the 25th. For all my trouble I was getting credited back and was told Tuesday my bill was $48.00 when I called today I was told it is $152.00 because I wanted my money back, which was the issue the whole time (that is no credit for my trouble they were trying to take my money). I have been lied to numerous times by this company and it is ridiculous that they can take my money in minutes, screw it up but take over two weeks to get it back to me. I was originally told 3-5 days by the first person and 7-10 by then next. It has been over either one of those times and have still not gotten my money. I did talk to another person today and he did drop my bill to 105.00 but that is still not the 48.00 I was last told on Tuesday.

Desired Settlement: not only my refund of 103.68, but the original credit I was supposed to get for my troubles which would make my next bill 48.00 not 105.00

Business Response:

I have been unable to contact the customer.(****** ******) There have been 6 messages left since 8/26/14. The customer will receive a no contact letter with my contact information.

Acct Nbr **********
****** ******
*** * **** **
WARSAW, NY 14569-1155

 

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

Time Warner Cable

Spec, Customer Care, Customer OPS/svc-Syracuse

###-###-####

 

 

9/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 29, 2014 I called TWC @ 1 *** *** **** and talked to ******* Employee # **** because my cable and internet services was interrupted. Roughly a week ago I called and made payments arrangements for today August 29, 2014. It was stated that my account will be deducted the amount of $130. and some change to keep my service on. So today when I called I was told that I needed to pay another 136.88 to have my service back on. I spoke to ******* Employee # **** at TWC and told her that when I made the payment arrangements I wasn't informed of having to pay anything extra. She then proceeded to put me on hold, when she came back she told me she could get it back on only if I pay 40 to 45 dollars today. I told ******* @ TWC I didn't have any money till the 15th of September. I told her I needed to speak to a supervisor and she placed me on hold again. She got back on the phone and said if I pay 136.88 by the 7th of September I could get the service back on, but my service were not going to be turned on until then. Again I requested to speak to a supervisor she put me on hold again and when she came back she said if I wanted to pay by the 15th I would need 267.77. I ask ******* how come there was a shut off noticed when I didn’t get notification on the mail. The only notification I received was the one I called when I made payment arrangement. she told me that is something I need to take care of with Customer Service. At this time I have been on the phone for almost 30 min, being the 3rd time I told ******* that this will be the 3rd time I requested a supervisor and I believe that I was a customer I should have a right to speak to a supervisor. She put me on hold again after waiting for a few minutes ********* according to her she was the supervisor. I asked ********* for her last name she informed me that she couldn't give me her last name because the company wouldn't allow it, then I ask if she had an employee # and she said she didn't. So I explained to ********* everything I stated above and she told me that if they waited till the 15th they will have to deduct the 267.77, I explain to her that it wasn't right that I made payment arrangement and whoever made the arrangement didn't said anything about me to pay extra to keep my services. After going back and forth she said if I pay 136.88 by September 12th i would have my service back on today August 29, 2014 in at least 1 hour. I agreed to it. She send me back to ******* the make the payment arrangement. I asked ******* if on the 12th of September I would have the same problem I had today she said no. Because you will up to date. Now why was they asking for 267.77 on the 15th of September if I would have more time. I understand it is a business but they need to be honest about it. It was very a stressful 30 min on the phone.

Business Response:

Good Afternoon,

This issue is closed.  Ms. ****** spoke to a collections supervisor on 8/29/14 who approved a promise to pay for 9/12/14 in the amount of $136.88. Our records show that a letter was generated on 8/12/14.  However, Ms. ****** states that she did not receive that notification. Therefore, Time Warner apologizes for any inconvenience this may have caused.

 

Thank you

******

TWC-Escalations Specialist CC

Operations

 

9/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Mid July 2014 we ordered services from TWC (the ultimate internet and basic cable) because we were offered a 2-1 laptop and for switching from frontier a $100 Visa gift Card. If this was not offered we were just going to order basic internet. They said 1-2 weeks after installation we would receive a rewards card in the mail and we could redeem for the promotional products. Early August came.... Nothing! We called and they tried saying we were no longer eligible. They escalated the call and told we were sent another rewards card and to wait another week. Nothing Again! Now end of August we called again and were told we are not eligible. They have since switched the program and of course it shows not eligible. If you read blogs out there this is happening to everyone. At this point my hands are tied and I'm so frustrated with companies taking advantage of people like this. They need to make this right!!!

Desired Settlement: I want the products that were promised. Hold them accountable.

Business Response:

Good Afternoon,

I spoke to Mr. ******** in regard to his complaint.  I apologized to him that he was given the wrong information regarding the 2 in 1 promotion.  Therefore, a $200.00 credit was given in lieu of the ****/ gift card.  Mr. ******** did wish to lower his service down to the extreme which I have corrected for him. 

Thank you

******

TWC-Escalations, Specialist CC

Operations

 

9/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a ******* customer for the last two years. When my contract expired with then, I looked at Time Warner's offers and found a Dell 2-in-1 free with 90 days of service at a specified level. I called and added the required services onto my existing account the I use for Internet. I received the post card in the mail two weeks later and signed up for the free Dell 2-in-1. I was already setup on automatic bill payment through the Time Warner site because I had internet service with them so I waited for my first bill to come out. I noticed 3 days after my bill is usually debited out that the payment was not taken. I called TWC and spoke to a rep in the billing department that confirmed that I had auto bill pay setup until last month when it was turned off. He could not find any notes stating why auto pay was turned off just that it was. I then re setup auto pay and paid the bill immediately. A week later, I checked the status of my dell 2-in-1 and was told that I was no longer eligible. I called TWC again and spoke to a rep in the billing department who looked over my account for about 20 minutes and could not find any reason why I would be ineligible. She filed an issue and provided me with the issue number. She stated that a manager/supervisor would contact me with in two days to let me know what they found. A WEEK laterm, they had still not called me back so I called in and asked for a manager. I was then told that I was ineligible because I could not keep my account current for the full 90 days that it required as part of the promo. I explained what happened and was told that she couldn't do anything to re-instate me with the Dell 2-in-1 promo but that the marketing department could. I asked to be transfered to the marketing department so I could discuss this with them and the supervisor said she would transfer me. After 10 minutes of waiting on hold, TWC hung up on me...

Desired Settlement: I would like to be re-instated to receive the Dell 2-in-1 but if that is not possible, I would like a gift card for the posted value of the Dell 2-in-1 ($450) plus a $150 credit on my account for the hours I spent on the phone attempting to get this resolved.

Business Response:

I spoke to Mr. **** in regard to his complaint.  I apologized that his account was disqualified due to the recurring method of payment option was changed in error.  Therefore a $450.00 credit was given in lieu of the dell 2-1 product.  Also a 1 month service credit of $168.55 was also given for the many hours he spent trying to resolve the billing matter.  This is all set and the customer has my direct number for future reference regarding this issue.

Thank you

******

TWC-Escalations, Specialist CC

Operations

 

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,

**** ****

9/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ****** ***** ,there are numerous issues regarding my complaint but I put down billing errors due to the fact that I received my first bill which was 286$ I then look online and see it is 470$ so I decide to call and find out what the issue was regarding my bill and I was given the run around with charges that did not add up. I was charged with technician appointments for appointments that never took place. I had an appointment and the guy was extremely late and called later to say that he went to another house thinking it was ours so he said he will be here immediately- couple of hours rolls by and still no technician so we decided to call TWC again and said he will be calling regarding this unprofessional behavior and still no call or text. He then finally shows up hours later after I was under the assumption I needed to call in to reschedule. I call in and they said they would be making adjustments to my bill on numerous occasions and for some odd reason my bill has climbed to a bogus amount I was also told I would be receiving a free month of service because of the numerous times I have had to call with an issue with my service. I have also made payments and each and every time I call I get a different response regarding my billing balance and payments. This behavior on behalf of TWC is unacceptable and if this does not work I will look down other avenues but I have called TWC 5 times within A MONTH regarding non-professional services that I am receiving. I was threatening to cancel to leave them for ******** and thats when I was given 4 different offers to stay with them and they offered a free month of service thinking I would be getting free month service and instead I am given the run around.

Desired Settlement: I would like to receive the offers that was promised to me in a recorded conversation on numerous occasions regarding my issues with TWC and would like to have my bill lowered to what it should be which is the pro-rated first month of service. I DONT believe I should be paying for visits by technicians who always showed up late and was given a hassle when calling it in. I also dont think I should be paying for a service that I am rarely receiving and my calls to TWC will prove that as well as the numerous amount of "TECHNICAL" difficulties that has been going on lately.

Business Response:

I spoke to ****** *****. The customer was issued credit for the installation cost.  The one month of service credit was also added to his account as promised. ($151.68) ****** was satisfied with this result.

 

 

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

Time Warner Cable

Spec, Customer Care, Customer OPS/svc-Syracuse

###-###-####

 

9/6/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I subscribed to TWC in late May and had a bundle package (tv, internet, and phone) installed in mid June. The cable needs to be buried in my yard, I have contac*** TWC via phone, internet, and at the local office numerous times (at least 6); to get this done. The first tech said he didn't have time to do it when he installed the package, Had some tech issues and the second tech resolved the tech issues; he said it was the install tech's responsibility to bury the line and he would put in a work order to get it done. contact via internet got the same story a couple of times work order would be put in, wait 7-10 days to get job done. paid bill in person at the Olean NY office; same runaround- called buffalo office was assured it would be taken care off. Cable is still laying in front yard as of this date. Also when talking to the different offices, people, etc. they all seem not to be able to find any record of work order even being put in. In addition I believe they are using a "bait and switch" in their advertising as they say "installation is free"; but it costs about $100 to have the tech come to your house to put in the service, also they charge a $10 "COD fee" to pick up your check when they come to put in the service, these fees do not appear until after you agree to have the cable installed

Desired Settlement: I want the cable buried AS PROMISED NUMEROUS TIMES AND THE FALSE ADVERTISING IN THEIR COMERCIALS STOPPED, IT WOULD BE NICE TO GET A REFUND BUT GIVEN THE Y WAY THEY DO BUISNESS I DOUBT I WILL EVEN GET THE CABLE BURIED

Business Response:

I spoke to *** **********. The cable drop was buried on 8/28/14 to his satisfaction. The customer was also issued credit for installation charges. ($111.16) *** was satisfied with this result.

 

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

Time Warner Cable

Spec, Customer Care, Customer OPS/svc-Syracuse

###-###-####

 

9/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been Time Warner Cable internet customers (a/c: *****************, cust code: ****) for almost 5 years and have had good experience with this service. We recently (July, 2014) disconnected our internet service and changed providers. We used our personally owned cable modem for the duration of this service. Time Warner Cable sent us a statement asking for $175 for unreturned equipment charge. I called Time Warner Cable to ask about this charge. I was connected to 4 different people during this call. After a total hold time of 20 min I was informed that this was for a cable box. We had installed cable TV service with Time Warner Cable in May, 2012 and terminated this service in September, 2013. For this, Time Warner Cable provided a cable box. Through the duration of this service, we timely paid our monthly dues, that included rental fee for this equipment. Time Warner Cable terminated this service on our request - no mention was made by time Warner about returning the equipment. While we continued internet service, Time Warner neither asked for return of the equipment nor billed us rental fee. I assumed that the equipment was ours to keep - it was not usable because we do not have cable TV service any more. We made renovations to our living room and disconnected and moved this cable box - I am unable to locate it now. I talked to the billing representative, ****** (ID: *******), from TWC Syracuse today, August 26, about the unfair charges. She was unwilling to resolve this matter. This charge from Time Warner Cable is unfair - it has been levied only after we discontinued service with them and is their way to penalize customers from leaving by extortion tactics. If they really wanted the equipment returned, they would have informed me when I disconnected the cable TV service or soon afterwards in a bill. They did none of this. By now applying this penalty and this behavior, Time Warner Cable has lost us as future customers and will not receive recommendations to our friends and family. I ask Time Warner Cable to remove the charge and to be proactive about communicating about their equipment and obligations to other customers.

Desired Settlement: Time Warner Cable to remove the charge of $175

Business Response:

I spoke to ***** *****. I apologized for the long delay in requesting the return of the equipment. The location of the equipment is unknown. The customer has been advised that the equipment will be classified as lost and removed from his account. Mr. ***** was satisfied with this result.

 

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

Time Warner Cable

Spec, Customer Care, Customer OPS/svc-Syracuse

###-###-####

 

9/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My current DVR box has been not working properly for over a year now. It only records some of the time and often freezes up. When speaking with one of your representatives last year (someone in the retention dept), they agreed that I needed a new unit and that I should request a brand new box (as opposed to refurb'ed) because I've had many issues over the years with faulty equipment. I put off replacing this box because I will have to tear apart my whole entertainment center to do so and also because of the hassle of reprogramming all of the shows. Unfortunately, TWC boxes only let you program shows to record that are on in the next week (whereas ******* lets you program anything regardless of time frame). I'm not looking forward to doing this so I put this chore off as long as possible. I'm at the point now where this box is only working maybe 40% of the time and it needs to be replaced. After contemplating cancelling all together, I called and asked for a new box to be mailed to me. I specifically said a NEW box. Well, what do you think showed up in the mail? A box that was all scratched up and had food smeared all over it. It was disgusting. I called your customer service # last night (8/24) to be told and promised that if I went into my local store they would have a brand new box in stock for me. I repacked up the disgusting box and brought it to your East Rochester location today and spoke with ****** ********* (very nice). He couldn't believe they sent out a box like that either. He told me there aren't any brand new boxes available in the Rochester market and that customer service often misleads customers over the phone. He offered me another refurb'ed model, which I declined. I am not going through the hassle of reprogramming all the shows (over the course of the next year) and tearing apart my entertainment center for another used piece of junk. Can you get me a NEW box or do I need to switch to ****** *** I'm also not happy about you raising my rate and not happy I have to go through this every year. Your service/product has been defective all along and you want to raise my rate????? If you are able to find me a new box, I would like to discuss rate with you before I make the decision to stay with TWC.

Desired Settlement: Brand new cable box. Reduced monthly rate (or at least the same as what I was paying, but lock it in for more than a year.

Business Response:

The customers DVR was replaced with a new Cisco 8742. There was also some wiring replaced outside of the home. The monthly rate was reduced to $112.42. Mr. ******* has the technican's office number and also my contact for any additional issues with the service. The customer was satisfied with the result.

 

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

Time Warner Cable

Spec, Customer Care, Customer OPS/svc-Syracuse

###-###-####

 

 

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.  Thank you for your help and to TWC for their quick and positive response!

Regards,

**** *******

8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the middle of July, 2014, I contacted Time Warner Cable to have them fix a screen freeze issue with my Cable TV DVR service. Approximately three days after I contacted Time Warner, a service rep. came to my house and provided me with a new cable box to fix the issue. Two weeks after receiving my new cable box (***** brand), I noticed that the box was not properly recording shows as scheduled using the box's "Series Record" option. I contacted Time Warner via their official Facebook Page (https://www.facebook.com/twc) and requested that a different brand box be delivered to me as soon as possible due a bad history for me with the ***** brand boxes. 48 hours later, another service rep showed up at my house with a new cable box that was the exact same as my second faulty box (***** brand, same manufacture date). During the set up of the new box, the service rep changed all the wiring in my house and ensured that the wire from the pole outside of the house to the house was not the cause of the problem. Within 48 hours of receiving my second box in as many weeks, the new box (the second ***** box) started acting the exact same way. I contacted Time Warner again via their official Facebook page and provided them with picture evidence of what the box was doing. I was then forced to wait 3 days before having any contact with Time Warner because they "elevated my claim to their regional manager". After talking with the regional manager (*** @ ###-###-####), he scheduled an appointment for August 14th at 5pm for a new box to be delivered. When the third box was dropped off, it was a different brand (Samsung), but it was also over 18 months old (as per the sticker on the box, which shows a manufacture date of 2/2013). Within 1 hour of the service rep leaving, the third box started acting the exact same way as the first two boxes did (I.E. recording programs it shouldn't, not recording programs it should, etc.). I attempt to contact *** again on Thursday (August 14th) to address this issue again, but he did not answer my phone call. I left a voice mail notifying him that I would be filing a complaint with the BBB if I did not hear from him within 24 hours. As of right now (11:30AM on Saturday, August 16th, 2014), I am yet to hear anything from anybody from Time Warner about when this issue will be fixed.

Desired Settlement: I want a refund of all of my Time Warner services from July 15th (since I can't remember the exact date of my first claim) until my services are restored to what I am paying for. I understand that Time Warner has already refunded me for 2 weeks of service, but I want the other 2 weeks plus any addition time it take for them to correct my issue to be refunded as well. My current estimate of what is owed to my Time Warner account is approximately $40 USD.

Business Response:

Good Morning,

Our technical department is working directly with this customer to resolve their issues.  They have spoken to them last night and will send two lead technicians and a maintenence technician to their home on Friday afternoon to correct the issue they are having. 

Thank you

******

TWC-Operations

Specialist, CC

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As of right now, according to my profile on Time Warner's website, there is no appointment scheduled for Friday afternoon.  Attached are pictures of the screen showing no appointment is scheduled, and Time Warner's iPhone app does not show a scheduled appointment either.  Furthermore, Time Warner has refused my request for my refunds for the days of interrupted service, stating they have to wait and see if there is in fact a service issue.  I have provided them with photo evidence proving the issues that are happening (and I am able to provide them to the BBB and well as the Public Service Commission if requested) and they still refused.. 
 
Regards,

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

Business Response:

The customer scheduled a service call with our technical support department for Friday 8/22/14. The customer left a message on 8/22/14 to reschedule. Mr. ****** called on Saturday 8/23/14 and was not happy and hung up on the lead technician. A message was left on the customers phone to contact us on Monday 8/25/14. Attempted to call the customer 8/26/14 voice mail did not pickup.

 

 

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

Time Warner Cable

Spec, Customer Care, Customer OPS/svc-Syracuse

###-###-####

 

8/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a phone call from a technician that said I needed to give him cash to keep my service on. I refused and said I would call the company and make a payment if there was an issue however, I knew my last payment was made. I spent the next 2 hours trying to get help. I was transferred seven times with no luck. They continuously put you through an automated system or tranfer to someone else. No one helped! This was the worst service I have ever experienced. They claimed there was an rejected a payment. The showed that it was processed on my invoice and one representative said that they were going to send a letter in ten days to notify me. However, there is a work order to cancel my account. This is ridiculous! NO ONE can help!!!!!

Desired Settlement: I want them to continue my service until Sept 1st and I am not paying a dime more. This is unacceptable.

Business Response:

Good Morning,

I spoke to Ms. ****** in regard to her account.  I apologized to Ms. ****** for the incident involving a returned payment.  I have applied a $50.00 credit to Ms. ******'s account for the inconvenience of spending several hours to resolve her payment issue.  Ms. ****** also requested a disconnect for 9/1/14 which I also placed for her. This issue has been closed.

Thank you

******

TWC, Escalation Specialist, CC

Operations

 

8/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Mid July I paid my TWC Bill and subsequently canceled some services there after. I had my fiancé call after I realized the bill was for the following month and I needed the overpayment refunded as I am a single mother of 3. The man he talked to in Mid July stated he would refund the money back to my checking account where the online bill was paid from and it would hit my account within 48 hours. Taking him at his word I had counted on that money to pay bills and live on. I realized on 8/12 that the money was never returned and had him call the company. The man he spoke to said his name was *******. It was explained we needed the funds right away. The man said we could pick up the check at the Cheektowaga location and gave us the exact address. As it was 4 pm we asked him to call the location and give us the name of whom we should ask to get the check from, he said ask for ***. My fiancé made the 20 min drive there during a severe thunderstorm as he knew how dire I needed the money. Upon arriving and speaking with the woman there he realized he was lied to and made the trip for nothing. He called from the location and talked to several more people to get a satisfactory resolution. He was informed the transaction was canceled but we were never informed so they deducted it from my bill. The humiliation and aggravation we went through was insulting and we asked for some compensation. We were offered a higher internet speed for 12 months but what we have now is sufficient so it was not any compensation we could use. We would like a discounted rate for a period as a compensation as we were lied to and also sent on a wild goose chase through a severe storm without any provocation. The whole experience was stressful to say the least not to mention the added stress for the monetary situations that were a result of not getting the refund as originally promised.

Business Response:

Good Morning,

I spoke to Mrs. ********* regarding her complaint. I apologized that she was told to go to the office to get a refund.  She and her husband were upset that the agent would tell her to go to the office when he new they could not issue a physical refund.  I explained our refund procedure to her and assured her the agent involved would be coached on our end.  I offered and gave Mrs. ********* a $50.00 credit for the inconveinence. I have also applied a promotion for $35.98 plus taxes for 12 months (aprox. $36.50 mth).  The customer has my direct number should there be any other issuses or questions in the future,

Thank you

******

TWC-Escalations, Specialist CC

Operations

8/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted TWC to disconnect our phone and internet service till we could get the bill paid off, they refused to shut off ourservices till bill was paid. I explained and explained the cituation thet I was in and they still refused to shut off services till I could get caught up on the bill. IU believe they were discriminateing against us cause right now we are poor.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want our services shut off till a date that we set. I would also like an apollogy for the stress we were under for having to stay on the phone for 2 hours and 18 minuutes while we tried to geet them to shut off our srevices!!!

Business Response:

Good Afternoon,

The customer was contacted by our office today . We processed the disconnection for the customer per their request.  The customer was past due  and could not afford their services any longer. The customer has been made aware that they will need to return their equipment to avoid any further charges. 

Thank you

******

TWC-Operations

Escalations

 

8/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The name on my account changed & I have not received the last 2 bills. I called & it took quite a bit of effort to correct. I reviewed my personal budget today & Noticed that I had not paid Time Warner recently. I knew all my bills were paid through 8/15. I logged into my on-line account & saw a past due of $260.09 & due "upon receipt."I then pulled the most recent statement & saw the name "****** * *****" with my address & EXACT same account #. I called the TW customer service number. The 1st person didn't seem to understand the issue & was intent on relating my payment due date. I asked to speak w/ a supervisor or someone else who could help. I spoke w/ **** Emp #*******. He collected the same info & told me I would have to go into a TW office - the closest about 1/2 hr. away. He noted that I had not called since Dec. & that was to change address only. He could not see where the name had been changed. I asked if maybe it was a typo or similar administrative error & could he simply correct it. He said no that I had to go to the office as it sounded like fraud. I related that unless someone hacked into the TW system - probably not. I was on this call for 35 minutes. I then drove 15 miles each way - nearly an hour round-trip to the East Rochester location. Fortunately the clerk seemed to understand the issue & worked on correcting it. She indicted that in June, it was clear that my name & phone # on the account had been typed over & that the customer rep should have been able to correct it. I was at that location for about 20 minutes. The clerk indicated that she went in & removed the late fees since I had never received the bills. Through no fault of my own, I spent 2 hours & drove 30 miles. I will also note that I have been a TW customer for more than 5 years & pay my bill on time each month & never call unless there is an outtage.

Desired Settlement: I certainly want confirmed that the late fees were removed. This was quite aggrevating; my time is valuable & I make a decent salary & used my car & gas to go to the E.R. office. I ask for a credit in the amount of 2 months' service = approx. $250.

Business Response:

Good Afternoon,

I spoke to Ms. ******* in regard to her complaint.  I confirmed that the late charges have been credited to her account.   Due to this error, Time Warner has issued a $50.00 credit to the account for this issue.   Unfortunately Time Warner can not credit her $250.00 that she is requesting as Mrs. ******* still received her monthly service (cable & Ultimate internet).  Time Warner has apologized for any inconvenience this may have caused.

Thank you

******

TWC-Escalations

Specialist, CC

Operations

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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


I do understand that this was a clerical error BY Time Warner. If I had merely had to call & that took the 1/2 hr. that it did, this would indeed be sufficient. I, however had to drive 1 hour round-trip, as DIRECTED by TW customer service, 30 miles on my